Relevance search for knowledge managementÂ
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Note
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Dynamics 365 knowledge base search control delivers knowledge to agents within the context of case management. It is now powered by relevance search to deliver results with improved performance and accuracy.
This feature helps agents choose the most relevant articles quickly by highlighting search term matches in the results list. Moreover, admin customizations help display only the necessary fields in the results list, enabling the agents to obtain essential information at first view. Additionally, agents can search in notes and attachments of knowledge articles from within the case form.
Agents can use this enhanced search on KB search control by default, once the organization is enabled for relevance search. This does not require any additional configuration.
This capability is now available on the Unified Interface Customer Service Hub app in addition to Web Client, where it is already available.