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Posted on by JustRhonda

Other CRM platforms provide a persistent URL for Knowledge articles. It is also referred to as a Permalink.

Use case- Users of the Knowledge "Favorite and/or Pin" Knowledge Article Version 1. Some time later, Version 1 is archived because a new Version 2 has been Published.

When users select the Favorited/Pinned article, it takes them to Version 1 which may now be outdated and provide invalid information.

Does anyone have suggestions to make this possible? I am able to create a query that works and thought about using power automate to populate a new field with a Url derived from the query. Would that be a good approach?

I'm a solo admin/developer on our Model Driven App branched from the OOTB Customer Service app. We are not currently using a Portal/PowerPages but I know they have the ability to use a link like [org].com/knowledgebase/article/KA-01234/en-us

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Customer Service