Refering to a KB item in a KB item

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Posted on by DennisGroen

Hi,

I would like to link in a Knowledge Base Item to another Knowledge Base item. I'm only able to link through a URL. Is there any way to retrieve the URL of a Knowledge Base item or refer to in another way?

Kind reagrds.

Dennis Groen

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DennisGroen 85 on at

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RE: Refering to a KB item in a KB item

Hi Lu,

Thank you for this answer.

I've decised to use the Related Article option to refer to another Knowledge Article and make a comment in the text.

Kind regards.

Dennis Groen
Byron Dittberner 235 on at

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RE: Refering to a KB item in a KB item

Hi Dennis

The only way I could imagine you would pull this off if by inserting an HTML link into an Article which directs the user to a portal webpage which has the related article.

In order for this to work, you would have 2 Articles, Article A and Article B. I would associate Article A to a Category then open the article on a portal, then copy the URL from the page.

FInally, add the following HTML into you Article B;

<a href="https://full URL to Article" target="_blank">Click here to access Article B</a>

Basically, when a CRM user is reading the article within CRM, if they click on the link, a new webpage will open displaying Article A.

Should you find that this method meets your request. Please mark as Verified
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LuHao 40,872 on at

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RE: Refering to a KB item in a KB item

Hi Dennis,

Unfortunately, in addition to using a link, there is no other way to refer to other Knowledge Articles in the body.

But outside the body, there are several ways.

1. Click on the Relate Article in the command bar and we can select the relevant Knowledge Articles.

In the RELATED INFORMATION under the Summary tab, click on the article icon and we can see the relevant Knowledge Articles.

2. As I mentioned in my last answer, we can create a sub-grid to display related Knowledge Articles.

Open the form editor for the Knowledge Article for Interactive experience view, insert a sub-grid, select the entity as Knowledge Articles, and the default view is All Articles. Save and publish.
DennisGroen 85 on at

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RE: Refering to a KB item in a KB item

Hi Lu,

Thank you for your response.

Unfortunately this is not what I meant. I'll provide you my case with some screenshots.

I've a Knowledge Article,

This Article should have two links to another Knowledge Article. See red box in the screenshot above.

How can I create a link to these Knowledge Articles? I'm only allowed to use an URL. I cann't find any URL in the Knowledge Article itself to use in the link.

The Knowledge Articles are primarely used in the Customer Engagement hub.

I'm looking forward to your response.

Kind regards.

Dennis Groen
LuHao 40,872 on at

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RE: Refering to a KB item in a KB item

Hi Dennis,

What is the Knowledge Base Item? Is the Knowledge Article? You could provide a screenshot of it.

In my opinion, the easiest way to create a link between records is to create a relationship.

In this case, we can add sub-grids or quick view form on the entity's form, all of which can be used as links to other records.

A sub-grid displays all child records on the form of the parent record.

A quick view form displays its parent record on the form of the child record.

The following are related articles:

Relationships between entities: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-and-edit-1n-relationships

Sub-grids: http://www.websan.com/blog/item/714-sub-grids-in-dynamics-365-everything-you-need-in-one-place

Quick view form: https://www.marksgroup.net/blog/dynamics-365-quick-view-forms/