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Suggested answer

Format KB Article content for Word Template

Posted on by Microsoft Employee

I'm trying to create a word template to export our knowledge base articles in a standard format for customer distribution. I was able to pull in the title fine, and the subject, but the content of the kb article just comes over as plain html, it does this when choosing rich text and plain text in the XML Mapping pane. I'm using the "content" field and it seems to pull in all the right data just does not keep the format. Is there another field I should be using from the XML Mapping pane?

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Format KB Article content for Word Template

    I guess, a better question would be how to export the KnowledgeArticle articles being that the KBArticle entity is deprecated...

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Format KB Article content for Word Template

    Yeah I'm not sure the adx 7.0 portal works with 365.

    I agree having to figure out how to render the xml in word is far from out of the box, but you would think in the process in crm that generates the template would be smart enough to do the conversion.

    Perhaps I'll try some sort of macros in Word to get around this and upload the template with a macro

  • Wayne Walton Profile Picture
    Wayne Walton 13,726 on at
    RE: Format KB Article content for Word Template

    ADXStudio portals still work for on-prem, they're just not the ones branded "Microsoft".  I do think they're deprecated, though.

    My point is that the KB articles store their formatting and structure in XML, and when you pull that into Word as text, it's literally going to render it as the raw XML.  You basically have nested XML files.  The XML from CRM to Word, and then the internal XML for the KB article structure.  You would have to figure out how to get Word to render that XML structure internally, not just literally display the text of the XML.

    I think that is far from out of the box Word templates.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Format KB Article content for Word Template

    Thanks for the reply. This is for on-premise, so portals is not available that I know of.

    This is just the default word template functionality in CRM, nothing custom at all. I just right click the content field in the xml mapping pane in the template file. Seems like a bug to me.

  • Suggested answer
    Wayne Walton Profile Picture
    Wayne Walton 13,726 on at
    RE: Format KB Article content for Word Template

    I'm not entirely sure Word is "smart" enough to do what you want.  As an alternative, you could set up the customer service portal for Dynamics, make the KB articles public, and then send links to the portal KB articles instead.  

    Not exactly the same, but that's fully supported by Dynamics.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Format KB Article content for Word Template

    bump, any ideas?

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