The search function, one of the most used features in self-service portal of Microsoft Dynamics 365 has been enhanced with portal capabilities improvements include global search filters and faceted search experience, allowing customers to drill down into the results seamlessly and find what they’re looking for in an intuitive way.
Out-of-the-box faceted search is enabled in portals, writes dynamics team, “Site Setting “Search/FacetedView” controls whether faceted navigation is enabled on your Portal.”
Further, the team says, that entity filters in the global search are enabled with default selector is set to “All”, which lets Portal user search across all entities enabled for search. As a Portal user, you can customize the entity filters enabled using the site setting “search/filters”.
Your Portal users will be delighted to see the faceted navigation we have added to enhance their Portal search experience.
Also, the following faceted views namely ‘Record Types, Modified Date, Ratings and Products” are enabled as well. “Ratings and Products facet views are specific to knowledge articles and they are shown when the search results contain knowledge articles,” added dynamics team. The search results are sorted based on their relevance by default.
“When knowledge articles are part of results, the Portal users will be able to sort the results based on Ratings and View Count to find the article that has helped other customers.”
Other enhancements to Dynamics 365 focus on creating a customized view of a customer self-service portal using product filtering and content access level filtering, as well as increasing support to 43 languages and the ability to enable the Multilanguage function for a portal or create content specific to a language.
Product filtering allows portal users in accessing knowledge articles based on their mutual product ownership. Out of the box product filtering is turned off. You can turn it on using site setting ” ProductFiltering/Enabled”. “Before turning on product filtering, you need to relate your knowledge articles to the right set of products you own by using Interactive Service Hub, then associate your Portal users to the right products they own,” explained Dynamics team.
Another neat feature added in this release of Portal capabilities for Microsoft Dynamics 365 is the Content Access Level (CAL) filtering, that you can associate to Portal contact or its account to drive your desired business scenarios where access to knowledge articles is controlled based on the Portal users’ content access level ownership.
By using “KnowledgeManagement/ContentAccessLevel/Enabled” site setting, you can turn on content access level based filtering of knowledge articles on your portal.
Out-of-the-box, three sample content access levels namely “Default, Registered and Premium” are shipped with default content access level is associated with Anonymous and Authenticated web role.
The Search and Browse features in Portal capabilities for Microsoft Dynamics 365 will respect the product filtering and content access level filtering configured on your portal. Article Unavailable page is displayed when a Portal user tries to access a knowledge article that he does not have access to. You can customize the “Article Unavailable” page to include your customized message.
Finally, Microsoft also enabled Portal capabilities to support multiple languages through a new entity called ‘Portal Languages’. “When installing Portal, 43 Portal Language records are created out of the box,” writes the team.
“A language must be enabled/activated in your organization first. Once your languages are enabled, you can go to your website record by navigating to Portals -> Website, Select one to add. By default, a new language is set to Draft, and will be visible for browsing, when it’s set to Published state. You can then create/edit content in that specific language.