Need Conceptual Understanding of Knowledgebase Articles

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Posted on by Cyclefitness

I have a full XRM solution I've built ; 28 custom entities, 162 workflows ... the list goes on (thanks to this community). Originally, I also built an online help system and re-directed the ? in Dynamics to that content. However, I do not have the bandwidth to keep up with that body of information. I was wondering if I could attach Knowledgebase articles and give the customer the ability to create their own instructions? In looking around I'm a little confused how they work.

What I wouuld like is one repository which contains articles with content referencing many entities. Is this possible?

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M I Mostafa 4,257 on at

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Hi Deb,

I suggest using the native Dynamics 365 Knowledge Management Module. You can see all details here:

technet.microsoft.com/.../dn946909.aspx

Once it is setup, your users will be able to:

* Search for relevant KB articles in Parature right from Microsoft Dynamics 365 as they're working on a record.

* See the content of the KB article inline, including images and videos.

* Give timely and consistent information to customers when working on their cases by using actions like opening the article and sharing the information or emailing the article link to customers.

Hope this helps! Please mark as verified answer if this response has helped you.

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Gopalan Bhuvanesh 11,401 on at

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Did you consider Custom Help and Learning Path.

[View:http://www.magnetismsolutions.com/blog/roshanmehta/2014/11/19/microsoft-dynamics-crm-2015-custom-help:750:50].

https://community.dynamics.com/crm/b/sonomapartners/archive/2016/10/17/learning-path-dynamics-crm-2016-guided-help

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Cyclefitness on at

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I currently have custom help. I developed a web help system using a tool named Help & Manual and it is linked from the screenshot you display. Not real familiar with Learning Path or what it could offer? It can't require me, because I'm the only resource maintaining this behemoth.

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Cyclefitness on at

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Got it, Mohamed. Thank you. I've configured it. I assume there is one Knowledgebase entity and each article is a record in it? And then you set up categories. So if I have a custom entity named Payment, I would have a category named Payment, as an example.

And can someone explain the different between these entities?

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M I Mostafa 4,257 on at

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Hi Debra,

I'm glad this has helped you move forward.

It's important to note that these entities used for knowledge management in Dynamics 365 are deprecated: KbArticle, KbArticleComment, and KbArticleTemplate. You must use the newer KnowledgeArticle entity (introduced in CRM Online 2016 Update and Dynamics 365) for knowledge management in Dynamics 365.

For more information please see this link:

msdn.microsoft.com/.../dn281891.aspx

and for a list of new knowledge management entities to use, please see this link:

msdn.microsoft.com/.../gg309378.aspx

Finally, have a look a this blog post. It explains in more detail the difference between the new knowledge Management module entities and the old deprecate Knowledge base entities:

community.dynamics.com/.../kb-understanding-dynamics-365-kbarticle-vs-knowledgebaserecord-vs-knowledgearticle-entities.

Hope this helps! Please mark as verified answer if this response has helped you.

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Cyclefitness on at

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Very helpful, Mohamed. Thank you!

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