Enabling Knowledge Article Icon and Hierarchy Feature in Dynamics 365 Customer Service Hub

What’s happening?

Users are unable to enable the Knowledge Article icon on the app side pane in the Dynamics 365 Customer Service Hub application, similar to the Copilot icon available in Customer Service Workspace and Omnichannel applications. Additionally, users are unable to enable the hierarchy feature for the Knowledge Article entity.

Reason:

• The Knowledge Article icon on the app side pane is specifically available only for Customer Service Workspace and Omnichannel applications, and not for the Customer Service Hub application.
• The hierarchy feature for the Knowledge Article table has been deprecated and is no longer supported.

Resolution:

• The Knowledge Article icon on the app side pane cannot be enabled for the Customer Service Hub application as it is explicitly limited to Customer Service Workspace and Omnichannel applications. This is by design and not configurable.
• Regarding the hierarchy feature for Knowledge Articles, this functionality has been deprecated. Therefore, enabling hierarchy for the Knowledge Article table is no longer possible. Users should refer to the official Microsoft documentation on important changes and deprecations in Power Platform for further details:
• Important changes (deprecations) coming in Power Platform - Power Platform | Microsoft Learn