I am aware that I can create a KB article from a case, however, I want to create an article from a case using a template. I know that the case description and other entities populate within the article but would like to provide our support personnel with some more structure than what they write in the description. Any tips?
Hello,
We are able to convert a case to a Knowledge Article by clicking on the button - Convert To Knowledge Article after the case is resolved.
However, we are only able to create a Knowledge Article from a Template from the Knowledge Article entity itself.
It could be something interesting to add as an idea for a future implementation here: experience.dynamics.com/.../
If this answer was helpful to you please mark it as an answer. Thank you!
Thank you for using Microsoft Dynamics CRM Communities.
Cláudia Amaral
Support Engineer
Microsoft Dynamics CRM
Hi,
Use the rich text editor to create knowledge articles
docs.microsoft.com/.../customer-service-hub-user-guide-knowledge-article
#1
André Arnaud de Cal...
292,516
Super User 2025 Season 1
#2
Martin Dráb
231,407
Most Valuable Professional
#3
nmaenpaa
101,156
Share
Report
All responses (
Answers (
