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Dynamics 365

Get quick access to your most-used knowledge articles

Are you tired of constantly searching for the same knowledge articles in Dynamics 365 Customer Service? Say goodbye to wasting precious time and hello to the new favorite feature! 

We are excited to announce a new knowledge management feature in Dynamics 365 Customer Service that allows you to mark knowledge articles as favorites. 

With this new feature, you can easily save up to 50 knowledge articles that you frequently use as favorites. This allows you to access them quickly while you’re working on a case, without having to search for them every time. 

To use this feature, your administrator will need to enable it and provide privileges to specific roles. Once enabled, you can easily mark an article as a favorite by selecting the heart icon next to it in the search results. 

Knowledge article on the agent home page with list of favorite knowledge articles in the left pane

Using your favorite knowledge articles

When administrators enable favorites, agents can 

  • Select an article from the list of search results. 
  • Click on the favorite (heart) icon to add the article to your favorites. 
  • Remove an article from the favorites list by clearing the favorite (heart) icon. 

All of your saved articles will appear in the My favorites tab. You can access this tab from various places within the app, including the app side pane, standalone search control, form-embedded control, and the reference pane. 

The best part? The article you last marked as a favorite will appear first in your list of favorites. When you delete an article, it will no longer appear on your favorites list. Additionally, your favorite articles are saved in the language in which you viewed them when you marked them as a favorite. If you view a translated version of a favorite article, it won’t appear as a favorite. Also, when a favorite article has multiple versions, the new version appears as a favorite and replaces the earlier version. 

If you’re using the Customer Service workspace or Omnichannel for Customer Service, selecting a favorite article will open it in an app tab. 

We hope this feature makes it easier to access the knowledge articles you use most in Dynamics 365 Customer Service.

Learn more

Watch a quick video introduction.

To learn more about enabling and using favorites, read the documentation: