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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/.../
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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
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