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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Permalink to Knowledge...
Service | Customer Service, Contact Center, Fie...
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Permalink to Knowledge Articles

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Posted on by JustRhonda 99
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When users select the Favorited/Pinned article, it takes them to Version 1 which may now be outdated and provide invalid information.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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Dynamics 365 Customer Service
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  • FSRon Profile Picture
    FSRon 93 on at
    Just so I understand correctly: you want to always point the user to the latest KB Article version available for a certain KBA?
    What I've done in the past is:
    - whenever a new version is created, get the old version(s) and get where they are references to
    - update all references to the old and replace them with the new.
     
    It's a bit tedious but doesn't happen very often. This way you ensure only the latest is linked everywhere and users don't access the old version using the regular path of finding articles.
  • Suggested answer
    Hamed M. Serag Profile Picture
    Hamed M. Serag 17 on at
    i believe there is a nieche approach you can do without updating old version hence losing the version control that exists by design and without making heavy background flows or jobs that handle URLs and navigation and introducing a world of possible bugs 

    you can add a simple JS that runs on load for the function and fetches the latest version of whatever article we are on and render this content for the end user without updating, saving or overwriting the existing content 

    you can also create it in a small web resource that you can render on the screen that does the same logic with added personalized theme such as the below example

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