CRM 2016 - KB Records on case page

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Posted on by Community Member

I have added the Knowledge Base Search to my case page in CRM 2016.

I also have created Knowledge Base Article with keywords.

On the Activities tab it shows that I have created a KB article. but if I go to the KB Records tab it always says "no results found" regardless of what I enter in the search field.

Does anyone have any ideas? I am new to CRM.

Than k you

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Community Member on at

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The KB Article has been published if that matters

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Community Member on at

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Our CRM 2016 installation is on-premises

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Community Member on at

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I am having the same issue. I hope someone responds to assist.

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Community Member on at

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I have not had any luck yet. Did you find a resolution?

Thank you

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flavia.takushi on at

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Hi,

Where are you creating Knowledge Articles? Knowledge Article or Article entity?

In CRM 2016 there is a new knowledge management, that incorporates the basic KB Article functionality along with translations and versioning for articles.

So make sure you are creating the records on Knowledge Article available on Services > Knowledge Article inside Interactive Service Hub/Engagement Hub.

For more information please check:

https://www.microsoft.com/en-us/dynamics/crm-customer-center/find-knowledge-articles-from-within-a-record-in-crm.aspx

https://msdn.microsoft.com/en-us/library/gg309345.aspx

https://www.microsoft.com/en-us/dynamics/crm-customer-center/find-knowledge-articles-from-within-a-record-in-crm.aspx

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Community Member on at

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Thank you for the reply.

I will investigate this and see if it helps resolve our issue.

Have a great day

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Community Member on at

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I created another KB Article using Service/Articles and published the article. It is still not displayed in the knowledge base search item on the cases page.

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flavia.takushi on at

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Hi,

Try to create the records on Knowledge Article available on Services > Knowledge Article inside Interactive Service Hub/Engagement Hub, and you will see the items available for searching in the Case form.

For more information please check:

www.microsoft.com/.../find-knowledge-articles-from-within-a-record-in-crm.aspx

msdn.microsoft.com/.../gg309345.aspx

www.microsoft.com/.../find-knowledge-articles-from-within-a-record-in-crm.aspx

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Community Member on at

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Thanks again, but this is pretty much the same reply you gave before.

Perhaps I am unclear on what you mean by "Service Hub/Engagement Hub".

Thank you,

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Community Member on at

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The way I have created my KB articles is

From here I click Service

From here I click Articles under Collateral.

I then choose a template, enter the information save and publish.

Thank you,

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