Search Providers (Preview) in Dynamics 365 Customer Service Hub

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The new search provider options in Customer Service Hub allow agents to search for files, documents, or articles outside the current organization.

The option can be found at Service Management > Knowledge Base Management > Search Providers

The 3 different search type supported currently are

  • Cross organization search – allows specifying a different organization within the same tenant.

On performing the search within the Case record we can see the results being populated from the Organization configured in the search provider

  • SharePoint

Enter the SharePoint URL to be searched.

Below is our SharePoint site, to which users have the appropriate rights.

Specify the SharePoint URL

The result –

SharePoint Search Provide only supports filter by Modified date.

  • Microsoft Search Connector

This is for the organizations using Microsoft Search for external data.

Get all the details here

Hope it helps..