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All features of Knowledge Management

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Posted on by DynoMo 28

We are configuring the Knowledge Management that comes as standard.

Where can I see all the features that are relevant only the Knowledge Article/Management at the following levels:

  • Site level
  • Language Level
  • Template Level
  • Individual Article Level

I am keen in understanding the full feature set and any help is appreciated.

Note: All the documentation currently available are discussing the basic features only: 

  1. Create and manage knowledge articles
  2. Create knowledge management solutions in Dynamics 365 Customer Service
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  • Suggested answer
    LeoAlt Profile Picture
    LeoAlt 16,341 Moderator on at

    Hi Partner,

    Here are the documentation information for you.

    Language Level

    If you want to translate your article to other languages, you should enable the language first.

    Go to Advanced Settings->Administration->Languages and select the language you need and apply.

    pastedimage1602031918034v1.png

    After the new language has been configured, you will be able to translate the article.

    pastedimage1602032027040v2.png

    https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/300852/i-want-to-translate-knowledge-articles-from-english-to-other-languages-automatically-when-i-click-on-translate-option-the-articles-are-displayed-in-same-language-english-how-can-i-change-the-articles-language?pifragment-97030=1

    https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article#translate-a-knowledge-article-in-multiple-languages

    Template Level

    You could create your own article template in Customer Service Hub->Service Management->Article Templates

    pastedimage1602032151474v3.png

    https://docs.microsoft.com/en-us/dynamics365/customer-service/create-templates-knowledge-article

    Individual Article Level

    About Individual article level feature, you could refer to this doc.

    https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

    BTW, I'm not sure about the "Site Level", if you mean the navigation, you could go to Customer Service Hub->Knowledge Article to find all the articles.

    pastedimage1602032367371v4.png

    If my understanding is not correct, please feel free to let me know.

    Regards,

    Leo

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