Working With Integrated Search Providers in Microsoft Dynamics 365 Customer Service
The Microsoft Dynamics 365 Customer Service Workspace (CSW) application allows users to search knowledge articles within the Dataverse. Previously, articles had to be migrated to the Dataverse, but now integrated search providers allow third-party sources to be configured, such as enterprise websites. This no-code solution enables citizen developers and administrators to easily configure the capability within Customer Service. To configure the integrated search provider, enable the Integrated Search API trigger flow and specify the root URL and site map URL of the search provider website. Field mapping can be done manually or via a JSON schema, and the refresh frequency can be set. Once configured, the integrated search provider allows seamless access to external knowledge articles within Dynamics 365 Customer Service.
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