{Do you know} View recently accessed knowledge articles for case on Dynamics 365 Omnichannel

Hello Everyone,

Today I am going to share my thoughts on the new feature view recently accessed knowledge articles for cases on Dynamics 365 Omnichannel.

Let’s get’s started.

Agents can access recently used knowledge articles so that they can directly review and use them across similar cases without searching for the keyword again.

Agents using keyword search for knowledge articles in assisted support will have higher productivity.

New feature:

Knowledge search will show the recently accessed results for keyword searches made by agents.

Currently, when an agent types a keyword, the search bar automatically starts displaying the nearest results to refer for cases. 

Now agents will have ability to find the most recently viewed articles across different cases without initiating any search.

Note: This feature must be enabled by administrators for agents.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

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