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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Adding Knowledge base ...
Microsoft Dynamics CRM (Archived)

Adding Knowledge base article to case

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Posted on by yify 1,023

Hello Team,

I created a Knowledge base article in the service module which I approved and Published it.

Now, I would like to add the published article for one of the case I am creating but it is not showing the article at all. I am not sure if I am missed anything.

Any help or guidance is highly appreciated!

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I have the same question (0)
  • Mahendar Pal Profile Picture
    Mahendar Pal 45,095 on at

    Are you able to see your article under published one ?? are you entering correct search criteria while looking for articles ?? can you share screenshots.

    Thanks

  • Suggested answer
    Neil Parkhurst Profile Picture
    Neil Parkhurst 10,727 User Group Leader on at

    Which type of knowledge base article did you create?

    Old style articles are created in the service module.

    New style knowledge base articles are created and maintained in the interactive service hub.

    The new style can be searched and linked to the case from the "KB Records" tab in the social pane on the case.

    Whilst the old style are in the articles tab slightly further down on the case form. In a tab called "Articles and Contract Information".

    You will need to check you are looking in the right place on the case.

    I advise you to use the new type of article created in the interactive service hub and remove the old one from the case form.

  • Community Member Profile Picture
    Community Member on at

    did this work for you i keep getting the following message when i try to associate a Knowledge base article to the case I've created

    Relevance Number of views Last modified date (Newest first) Last modified date (Oldest first)
    Knowledge Management hasn't been turned on for this entity. Go to Settings > Service Management to turn it on or contact your system administrator.
    how i turn it on so i can associate articles with the cases.
    Thanks,
    Seb

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