Knowledge Article on Sorting and Customizing Tags in Knowledge Search Control

What’s happening?

Users are unable to sort knowledge articles by options other than relevance and cannot customize tags in the Knowledge Search Control within Dynamics 365 Customer Service.

Reason:

This behavior is by design. When the "External search provider" feature is enabled, the "Sorted by" icon is disabled, restricting sorting options to relevance only. Additionally, the Knowledge Search Control does not support customization of tags.

Resolution:

• If sorting options other than "relevance" are required, disable the "External search provider" feature. This will enable the "Sorted by" icon and allow additional sorting options.
• Customization of tags within the Knowledge Search Control is not supported and cannot be modified.