How to restrict only Knowledge Base article to be searched using Case Deflection in Power Pages site using Dynamics 365 Customer Service template?

[GirishUppal]

I am using Power Pages - Dynamics 365 Customer Service template to surface out Case management application in Power Pages.

There exists a Case deflection functionality while creating a case. This functionality checks for any existing content before a case is created. This list currently filters out information from Site Pages, Knowledge Base, Case Records, Forums etc.

I would like to check if this list can be restricted to only Knowledge Base and not any other content from the site.

Is it possible ?

[OhioHarvey]

Not sure if this helps, but this looks to be the web template to edit...

[Fubar]

As suggested by Harvey you can liquid comment (or remove) results output from the Web Template (but make a copy of it first),

But, I am not sure if there are different names based on versions or different starting Templates - for the Dynamics 365 Customer Self Service template that I installed the other day (not enhanced) it outputs via the "Case Deflection Results" Web Template.

(you can work out what it uses by working back from the short name in your Portals url, get the Web Page for that short name, go to the localized version of that Web Page, then go to the Page Template in a Looup on that Web Page, then what Web Template that Page Template uses, then look for the output or another Include of a different Web Template in that template etc)

Not sure if its actual deflection search is controlled by the other Search settings or not, but this link has most of those settings https://learn.microsoft.com/en-us/power-pages/configure/search/overview#related-site-settings

Edit: just adding a bit more, in the Web Template that I have named "Customer Service-support case deflection" which towards the end includes the 'Case Deflection Results' template there is an "input" tag that has a property "data-case-deflection-logicalnames" I am not 100% sure but it may be using the values in that property as the list of Tables to search.

And, as there is a lack of documentation, once I found the property I used Copilot and its response was

The data-case-deflection-logicalnames input property in the “Customer Service-support case deflection” Web Template for Power Pages is used to specify the logical names of the Dataverse tables that should be included in the case deflection search. When a user interacts with the case deflection component, this property determines which tables the search will query to find relevant information before a case is created.

This allows for a more targeted search experience, ensuring that only the most pertinent tables are searched to provide suggestions or answers that could potentially deflect the need to create a new case. By configuring this property, you can customize the case deflection feature to better suit the specific needs of your organization and the information structure of your Dataverse environment.

If you need to adjust which tables are included in the case deflection search, you would modify the value of this property to include the logical names of the desired tables. Remember to separate multiple table names with commas if you’re including more than one.

[GirishUppal]

Thanks Fubar for the detailed reply. With the action suggested, if i edit it it will impact the search results as well. I do not want to alter Search result. I just want to update the Case Deflection. With this approach, it impacts search results as well.

[GirishUppal]

Thanks Harvey. With the action suggested, if i edit, it it will impact the search results as well. I do not want to alter Search result. I just want to update the Case Deflection. With this approach, it impacts search results as well.

[Fubar]

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@GirishUppal wrote:

Thanks Fubar for the detailed reply. With the action suggested, if i edit it it will impact the search results as well. I do not want to alter Search result. I just want to update the Case Deflection. With this approach, it impacts search results as well.

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I am confused by what you want. That whole section including the search bar in the middle of the form and the results is Case Deflection. You can't have different results for the Typeahead and clicking the Magnifying glass.

So you can exclude what it searches for by editing the "data-case-deflection-logicalnames" property in the Input tag in the Web Template and remove the tables you don't want it to search or you can alter the results output so it only shows certain types of records in the output (which you don't need to do if you remove the table from the property).

The Case List is not part of the deflection/search and you will probably find it in the localized Web Page's 'Copy' as either a liquid "entitylist" tag or an include for entity_list. 

[Resolutions · Accepted solution]

@GirishUppal I hope you are doing fantastic. To restrict the Case Deflection functionality to only search the Knowledge Base and exclude other content from the site, follow these steps:

1. Web Template Configuration:

   • Locate the web template responsible for the Case Deflection Results.
   • In this web template, look for an input tag with the property data-case-deflection-logical names.
   • This property specifies the logical names of the Dataverse tables that the case deflection search queries.
   • Modify the value of this property to include only the logical name of the Knowledge Base table (and exclude other tables).

2. Logical Names:

   • The logical name for the Knowledge Base table in Dataverse is typically knowledge articles.
   • Ensure that this logical name is correctly specified in the data-case-deflection-logical names property.

3. Testing and Validation:

   • After making the configuration changes, thoroughly test the Case Deflection functionality.
   • Verify that it now restricts the search to only the Knowledge Base content.

Remember to adapt these steps based on your specific environment and template configuration. If you encounter any issues, we are here to help you. To test the change in a controlled environment before applying it to your production site, consider using Power Pages developer websites. These developer sites allow you to develop, test, and upskill your capabilities without time-bound trials.

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