1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.
2. Go to Settings > Customizations .
3. Choose Customize the System .
4. In the solution explorer, choose the entity you want to add the search control to, and under Communication & Collaboration , make sure the Knowledge Management check box is selected. Select Save icon to save the setting for the entity.
5. Expand the entity you’re adding the search control to, and select Forms .
6. Choose the entity form of type Main .
7. Select the area where you want to place the search control, and on the Insert tab, select Knowledge Base Search . If the option to add Knowledge Base Search is disabled, it could be because knowledge management isn’t set up or isn’t enabled for the entity you’re adding the search control to.
8. In the Set Properties dialog box, on the Display tab, specify fields as given in the table below:
9. Select Set to apply the settings.

1. Select Enable Automatic Filtering check box to enable automatic filtering.
2. Select Users can turn off automatic filtering check box if you want to provide your agents the option to turn off automatic filtering and search the entire knowledge base. This enables Auto filter results option for agents on knowledge search control.
3. Select Add Filter to define filtering of knowledge articles on case subject or any other lookup field.
4. Select Set to save the properties. Note Ensure that Relevance search is enabled for automatic filtering to work. The Knowledge Article attribute must be added to the Knowledge Article Quick Find View. Ensure Source Entity Attribute is present on the form.

1. Go to Settings > Customizations .
2. Choose Customizations , then choose Customize the System .
3. In the solutions explorer, expand the SLA KPI Instance entity, and then select Forms .
4. Select New > Quick View Form from the tool bar.
5. In the Form group, click Form Properties , and then specify a form name.
6. Double-click the section, type a meaningful name for the section, and then click OK .
7. Select the section, and on the Insert tab, click Timer .
8. Specify a name and label for the timer, and the data source for the failure time. Following is an example of the properties you'd set for a timer for a Case entity. Note Typically, for enhanced SLAs, the timer control is set up using the SLA KPI Instance status field values only.
9. When you are finished, click OK .
10. Publish the customizations .

1. Geographical locations where they need to offer their services.
2. The personnel and equipment they need to perform those services.
3. The types of bike repair services they offer.
4. Work hours during which they perform their services.
5. Capacity and expert level for all personnel.

Select to go to Scheduling and access the entity record types.

1. Add the Dynamics 365 Channel Integration Framework application to your Dynamics 365 instance that has an unmanaged dependent solution installed (for example, solution "X").
2. Sign in to your Dynamics 365 instance and go to Settings > Solutions .
3. From the list of solutions, select the "X" solution to open it.
4. In the window that opens, select Model Driven App from the left panel.
5. Select Channel Integration Framework and then select OK .
6. Select Publish all customizations .
7. Close the solution window.
8. Export the solution.

1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.
2. Sign in to Dynamics 365.
3. Select Settings > Solutions .
4. Select solution "X".
5. In the window that opens, select the Channel Integration Framework solution.
6. Select Delete and then select the Delete button in the dialog box that opens to confirm that you want to remove Dynamics 365 Channel Integration Framework as a dependent solution.

1. It generates instrumentation for agent behavior on the Dynamics 365.
2. It provides APIs to ingest the conversational data into the common data services.
3. It standardizes schema for how the aforementioned analytical data will be stored
4. It defines mechanism to correlate the communication data from multiple providers, CRM transactional data and agent behavior data.
5. It is extensible, in the sense that it allows you to bring your own KPIs, define your own data payload so that organizations can build analytical solutions as per their need.

Select the drop-down button on the Dynamics 365 and select Channel Integration Framework .

1. Dynamics 365 Customer Service
2. Dynamics 365 Sales
3. Dynamics 365 Project Service
4. Dynamics 365 Field Service