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We're using v9.1 of Dynamics 365 online. We can create new Knowledge articles and then assign "related products" within the Related Information section (from Products entity) to each article. However, within the case the displayed articles are not being filtered based on the selected product in the case.
Is there something specific we need to do to enable for filtering based on selected product within the case?
Are you assuming that this functionality will work OOB? I don't think it behaves like this. Normally, you can filter a lookup based on the value of another lookup.
Yes, we are assuming that the functionality will work OOB. To me (at least), why else would you associate related products to a KB article of they cannot be easily filtered.
When you say "you can filter a lookup based on the value of another lookup", you mean we should somehow assign a lookup value for a product field in the case and then use that to filter the article results? Do you have an example of how we could achieve this as it's not something I can see how to easily achieve and assume it need a developers input.
What I meant by a lookup can be filtered based on another lookup can be explained in this scenario:
Assume you have a Country entity and a province/state Entity. If there is a parent-child relationship between those two entities, you can filter the province lookup based on the selected country. For example, on a form, you will have a Country lookup and province lookup, when you select Canada as the country, you can filter the province lookup to show only Canadian provinces and not every province in the system. Based on my understanding of your post, this doesn't relate to what you are doing.
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