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Posted on by FB-27021743-0

Hi! I'm trying to connect the "Service" Agent to the CRM Knowledge base, but it seems that it can create articles and cases and read them by ID, but I can't search articles using a prompt.

Any ideas on what may be happening?

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André Arnaud de Cal... 679 on at

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Hi,

Can you elaborate on your question? Maybe add some screenshots to illustrate your question?

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11manish 3,323 on at

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Since the agent can create records and retrieve articles by ID, the Dataverse connection appears to be working correctly. The issue is more likely related to:

Knowledge source configuration or indexing.

Missing search permissions.

A current product limitation of the Service Agent or New Copilot Studio Experience regarding natural language knowledge search.

If all configuration checks out, verify whether article search is a supported capability for the specific Service Agent you're using. If it isn't, you may need to use a dedicated knowledge source configuration or wait for Microsoft to extend search capabilities in a future release.

If you can share:

Whether you're using the New Copilot Studio Experience or Classic,

Whether the knowledge source is Dynamics 365 Knowledge Articles or another source,

And whether this is a Microsoft Service Agent or a custom agent,

I can provide more targeted guidance.

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Valantis 6,720 on at

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Hi @FB-27021743-0,

Can you clarify which "Service Agent" you're using? There are two different things this could be:

1. The Dynamics 365 Service Agent (declarative agent inside M365 Copilot, launched March 2026 in public preview) Microsoft docs confirm it supports knowledge retrieval from Dataverse including knowledge articles. If this is what you're using and search isn't working, it may be a preview limitation or a configuration issue with how the knowledge base is indexed in Dataverse search.

2. A custom Copilot Studio agent connected to Dynamics 365 knowledge articles as a knowledge source in this case the Dataverse search must be enabled in your environment for article search to work. Go to PPAC > your environment > Settings > Features > check Dataverse search is on.

If it's option 2 and Dataverse search is on, also check that the knowledge articles table is included in the search index (PPAC > Settings > Dataverse search > configure the entity list).

What type of agent/connection setup are you using exactly?

Best regards,

Valantis ✅ If this helped solve your issue, please Accept as Solution so others can find it quickly.

❤️ If it didn’t fully solve it but was still useful, please click “Yes” on “Was this reply helpful?” or leave a Like :).

🏷️ For follow-ups @Valantis.

📝 https://valantisond365.com/ 💼 LinkedIn ▶️ YouTube

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FB-27021743-0 13 on at

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Thanks everyone for your answers.

The agent is the "Service (preview)" that you can find on Copilot Agents.

Indeed it seems to be a permissions issue, as we changed the connections to a more privileged user and it worked fine.

I'm trying to add specific permissions to Agent's users to limit its capacities (zero trust policy), @Valantis can you please point me to the right permissions that I need to grant to the Agent's user?

Kind regards,

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Valantis 6,720 on at

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Hi @FB-27021743-0,

The minimum roles for the Service (preview) agent. Users need two things:

1. The "Service in Microsoft 365 Copilot Agent" security role in Dynamics 365. This covers the standard customer service rep access including knowledge retrieval.

2. The Miscellaneous privilege prvIntelligenceUsage must be added to any custom security role. Without this, Copilot features including knowledge search won't work even if everything else looks correct.

For knowledge article search specifically, the user also needs read access on the Knowledge Article (knowledgearticle) table in Dataverse. The out-of-box Customer Service Representative role includes this, but if you're using a custom role you need to add it explicitly.

So for zero trust, give users a custom role with: prvIntelligenceUsage + read on knowledgearticle table + the Service in M365 Copilot Agent security role. That should cover search without over-provisioning.

Ref: https://learn.microsoft.com/en-us/microsoft-copilot-service/roles-and-privileges

Ref: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-copilot-features

Best regards,

Valantis ✅ If this helped solve your issue, please Accept as Solution so others can find it quickly.

❤️ If it didn’t fully solve it but was still useful, please click “Yes” on “Was this reply helpful?” or leave a Like :).

🏷️ For follow-ups @Valantis.

📝 https://valantisond365.com/ 💼 LinkedIn ▶️ YouTube

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Manoj - ManoVerse 28 on at

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Grant access to these Knowledge tables as these are required for knowledge search access, and recommends full privileges for new custom roles used with knowledge search:

Knowledge Article - at least Read
Knowledge Article Views - Read, Create, Write, Append, Append To
Knowledge Article Attachment - Read, Create, Write, Append, Append To
Favorite Knowledge Article - Read, Create, Write, Append, Append To
Knowledge Article Image - Read, Create, Write, Append, Append To

Also give Create and Write on Knowledge Article. Microsoft states users need Create and Read permissions on the Knowledge Article Table to create knowledge articles

If the Agent must work with cases
Give permissions on the Case / Incident table:

To read cases: Read
To create cases: Create + Read
To update cases: Write
To link notes/articles to cases: Append + Append To
Also check as Valantis mentioned that Dataverse Search is enabled. Knowledge article search depends on Dataverse Search, not only normal table read access.

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