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How to use categories to search for knowledge articles in the Case module?

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Posted on by Community Member Microsoft Employee

Hi all,

I want to use categories to find knowledge articles, is there any way, I know can categories can be associated with knowledge articles, but where to use I did not find

Thanks

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Community Member Microsoft Employee on at

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RE: How to use categories to search for knowledge articles in the Case module?

Hi Partner,

If you want to use ‘category’ as filter in kb article control of case form, it is not possible.

But you can create a new 1:N relationship between category and case entities, add one lookup field and quick view form in the case form.

The category quick view form included kb article sub-grid, which can make you view kb article based on category in case form indirectly.

(1)In Category entity:

Create 1:N relationship:

Create quick view form, which include article sub-grid.

(2)In case form:

Add lookup field and quick view from that just created.

Test Results:

Regards,

Leah Ju

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prt33k 6,907 on at

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RE: How to use categories to search for knowledge articles in the Case module?

Knowledge Articles and Category have N:N relationship - the bridge entity called as knowledgearticlescategories.

A quick way will be to do a advanced find like this :

However, if you want it via navigation then..

You can add the category to your site map - (assuming you are using customer hub)

Add the grid to the form of category :

This will then allow you to see all associated KA - and search in the grid itself.

Thanks,

Prateek