Microsoft Dynamics CRM (Archived)

Search articles from case's activity pane

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Posted on by Community Member Microsoft Employee

Hello,

I have articles in my CRM online 8.1 version

when i search for them within the "insert article" button from the email entity i can search them using the dialog

when i try to find articles from the case page, from the activity pane, i couldn't find any article

what am I doing wrong?

thanks,
Ofer

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PS 23,577 on at

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RE: Search articles from case's activity pane

Your screenshot is of 'Article', you access this by going to service>>articles

While under social pane, you can only see 'knowledge Articles'. These are part of 'Interactive Service Hub'

Go to settings>>Interactive Service Hub>>Knowledge Articles

If you have not yet started using it, here are few options:

1.Convert your articles to Knowledge Articles (Export Import)

community.dynamics.com/.../216544

2. Export a template for Knowledge Articles>> fill data and import it to CRM, to be able to see it under cases

3. Go to advanced find>>Look for -Knowledge Articles>>create new, and you will be able to see them under cases

Basically, what you see on emails are Articles and what you see in KB records tab of cases are knowledge articles

If you want to use 'Knowledge articles' on emails as well, create a custom button, which directs you to Knowledge articles
Community Member Microsoft Employee on at

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RE: Search articles from case's activity pane

I've changed the status to approve and draft

tried the different words of 'aaa' and 'test article'

Any additional ideas?
Suggested answer

PS 23,577 on at

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RE: Search articles from case's activity pane

as your keyword is "aaa", search by that or

Search by name 'Test article'
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PS 23,577 on at

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RE: Search articles from case's activity pane

Hi there

In the KB Record tab of Social pane, by default the search is set to publish articles. You can change it to draft or approved and see if you still are not able to see anything. it also depends on the keywords you are searching for.
Community Member Microsoft Employee on at

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RE: Search articles from case's activity pane

Thanks for the quick reply

I've added the KB component and still get no results

Please see my attached screenshot, it is from the case page

Both of them are not finding anything

Here is my article, by which search can i find it?
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Goutham A on at

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RE: Search articles from case's activity pane

HI Oferfelm.

Articles tab(in activities pane) in case page is linked to Parature articles but not KB articles. Hence your articles might not be visible there.

You need to check in KB Article section below in case page

Thanks

<<Please mark my answer as suggested if it resolves your query>>