CRM Quick Tip – Use Hyperlinks & Images in KB Articles

The knowledge base is a little known feature within Microsoft Dynamics CRM that allows you to capture information in a structured manner so that it can easily be searched later. This search can be via the keywords that have been defined for the articles or by a full-text search of the article contents.

Content arrangement is based on templates defined by the system administrators so when it comes time to create a new article it’s as simple as picking a template and filling in the content. At first glance it looks like you are limited to only text with simple formatting inside the article, but with a little trick you can get hyperlinks or even images to appear as well.

To achieve this you need to copy and paste the item from a browser. So if you see a link used in a web page you should be able to select it, copy via a right-click or Ctrl-C, and then paste into the article using a right-click or Ctrl-V.

If you can’t find a link you can create your own with some simple HTML using something like Notepad.

On line #4 replace ‘http://www.bing.com’ with the URL you’d like the link to open, also replace ‘Click Here!’ what text you’d like to appear.

On line #5 replace ‘http://www.imagesource.com/picture.jpg’ with the URL of the image. The image does not get embedded into the article so it will need to be hosted some place that is accessible from your network.

If you only want a link or an image, just delete the line you don’t need.

When complete, save the file with the .htm extension. Then right-click the file and select ‘Open with’ and pick a browser from the list of applications.

In the new browser window, copy and paste the content into your article. It may take a few seconds for images to appear and also keep in mind the link won’t be clickable until you actually publish the article.

Here’s the finished product!

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