User Review( votes)
Agents while working on email can now search for Knowledge articles and insert its content in 2020 release wave 2.
Enable early access to 2020 release wave 2
The new Insert Knowledge Article button in the command bar for email.
Agents can now search for the article without losing the context
Agents can preview and insert the article content.
The same experience for email within the timeline control
This feature was not available in 2020 Release wave 1.
Missing Insert Knowledge Article button there –
Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/
Hope it helps..