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Customer Service forum

Knowledge base articles doesn't show HTML content

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Posted on by Community Member Microsoft Employee

I have configured knowledge base management in Dynamic 365 V9.0. And created KB articles and can format the articles by using HTML/stylesheets. in the content editor.

The preview looks fine in the knowledge manager but on the forms where I am using knowledge base search control, the HTML tags are not carrying over, it only shows as plain text. I checked the source at the back of control in the browser (chrome) and can't see any html tags with the content.

Can you please help me where I am going mistake? 

This is how it shows up on the form in the control Knowledge Base Search.

KB_2D00_3.PNG

Below is how it has setup on the knowledge manager and with proper styles.

KB_2D00_2.PNG

KB_2D00_1.PNG

thanks

Categories:
Knowledge Management
  • Suggested answer
    ashish12 Profile Picture
    ashish12 3,079 on at
    RE: Knowledge base articles doesn't show HTML content

    Try UCI for better experience.

  • Dave Wilke Profile Picture
    Dave Wilke 5 on at
    RE: Knowledge base articles doesn't show HTML content

    Same issue for us. Will this be fixed in a forthcoming Dynamics update? Having the knowledge articles render in HTML with links is important for our customer service teams.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Knowledge base articles doesn't show HTML content

    Any new info here?

  • parsburning Profile Picture
    parsburning on at
    RE: Knowledge base articles doesn't show HTML content

    unchecking 'Enable Relevance Search' in the system settings fixed this for us.  It isn't an ideal solution but is easy to test in your environments.

  • Peter Hanna Profile Picture
    Peter Hanna on at
    RE: Knowledge base articles doesn't show HTML content

    I'm facing the same issue, it were working fine before, but suddenly the HTML content doesn't show on all 3 CRM instances that we have

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Knowledge base articles doesn't show HTML content

    There seems to be a bug in v9. KB articles were displayed correctly in HTML before the upgrade, now it’s just plain text. That makes KB articles very hard to read and embedded URLs do not work. Has anyone found a solution yet?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Knowledge base articles doesn't show HTML content

    thanks Srujan,

    is there any issue in using Knowledge Base Search Control with displaying knowledge articles in HTML format? I am following the same steps as Microsoft suggested but still can't see the HTML.

    do you have any link with the instruction to use UCI for knowledge article?

    Or Any other solution please?

    thanks

  • Srujan K Profile Picture
    Srujan K 317 on at
    RE: Knowledge base articles doesn't show HTML content

    U can use the Knowledge Articles in UCI for better experience.

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