Drag and Drop Question You are a functional consultant for a Dynamics 365 Customer Service organization. You must add the knowledge base search control to the Case entity main form and the Phone…

The correct answer is In the General tab of the Communications and collaboration section, verify that knowledge management is selected.; Open the entity main form.; Select the area where you want to place the search control. On the Insert tab, select Knowledge base search.; In the Set properties dialog box, on the Display tab, update the fields for the knowledge base suggestions, and ratings. Dynamics 365: Adding Knowledge Base Search Control to a Form Why This Order Matters This sequence follows a prerequisite → navigate → configure → customize pattern. Each step unlocks or enables the next. --- Step-by-Step Breakdown Step 1: In the General tab of the…

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Question

Drag and Drop Question You are a functional consultant for a Dynamics 365 Customer Service organization. You must add the knowledge base search control to the Case entity main form and the Phone call main form. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. Answer:

Exhibit

Answer Area

Drag items

In the Set properties dialog box, on the Display tab, update the fields for the knowledge base suggestions, and ratings.Open the Article entity.Select the area where you want to place the search control. On the Insert tab, select Knowledge base search.Open the entity main form.In the General tab of the Communications and collaboration section, verify that knowledge management is selected.In the Controls area, select Add control.

Correct arrangement

In the General tab of the Communications and collaboration section, verify that knowledge management is selected.
Open the entity main form.
Select the area where you want to place the search control. On the Insert tab, select Knowledge base search.
In the Set properties dialog box, on the Display tab, update the fields for the knowledge base suggestions, and ratings.

Explanation

Dynamics 365: Adding Knowledge Base Search Control to a Form

Why This Order Matters

This sequence follows a prerequisite → navigate → configure → customize pattern. Each step unlocks or enables the next.

Step-by-Step Breakdown

Step 1: In the General tab of the Communications and collaboration section, verify that knowledge management is selected.

This is the prerequisite gate. Knowledge management must be enabled at the entity level before the Knowledge Base Search control becomes available as an insertable control in the form editor. If you skip this and jump to the form, the KB search option simply won't appear on the Insert tab. This applies to each entity you want to configure (Case, Phone Call, etc.).

Common mistake: Assuming KB search is globally enabled and skipping this step - then being confused when the Insert tab doesn't show the option.

Step 2: Open the entity main form.

Only after confirming knowledge management is enabled do you navigate to the specific form (Case main form, Phone Call main form). You must open the correct form in the Form Editor via the customization interface (Settings → Customizations → Customize the System → Entity → Forms).

Common mistake: Opening the Article entity instead. The Article entity is where knowledge articles live, not where the search control is placed. You're modifying the consuming entity's form, not the knowledge article itself.

Step 3: Select the area where you want to place the search control. On the Insert tab, select Knowledge base search.

With the form open in the editor, you pick a section/tab on the form canvas, then use the Insert tab ribbon to add the control. This is the actual insertion action - it requires both a selected placement target and the prior entity-level enablement from Step 1.

Common mistake: Trying to add it via "Add control" in the Controls area (the distractor option). That path is for adding controls to existing fields, not inserting a standalone KB search panel.

Step 4: In the Set properties dialog box, on the Display tab, update the fields for the knowledge base suggestions, and ratings.

After inserting the control, a Set Properties dialog opens where you configure how the control behaves - what fields drive suggestions and whether ratings are shown. This is last because it's configuration of an already-placed control; it can't happen before the control exists on the form.

Common mistake: Thinking this step is optional. Skipping it leaves the control with default/no suggestion mapping, which may not surface relevant articles.

Why the Distractors Are Wrong

Distractor	Why it's excluded
Open the Article entity	You're configuring the form on the case/phone call entity, not the article entity itself
In the Controls area, select Add control	This is for adding controls to fields via field properties, not for inserting the KB search panel

Summary Rule

Enable KB on entity → Open that entity's form → Insert the control → Configure its properties.

Topics

#knowledge base search#form customization#knowledge management#case entity form

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