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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Searching a KB article...
Microsoft Dynamics CRM (Archived)

Searching a KB article under cases and attaching to case

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Posted on by DonDavis

I do not see this functionality online.  All instructions, you tube video shows a different user interface than I have (I'm on the rollup released in Dec 2012).  My User Interface does not display articles anywhere in cases.  I can view notes and attach to a note but it does not provide me the option for an article.   Am I missing something?  Thanks,  Don

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    GL-23071537-0 Profile Picture
    GL-23071537-0 on at

    Hi Don,

    The form is simplified down to what most organizations use; however, the Knowledgebase Article can be added back on to the form, and it can also be added into the process across the top.  This would be done by editing the form under Settings-->Customizations.

  • DonDavis Profile Picture
    DonDavis on at

    Thanks Gretchen.

    I add back the contract along with lines and knowledge base (Even though the functionality to email knowledge base inside the case i no longer there).  I am assuming the best way to email a knowledge base article is to open up email directly outside of case and attach the knowledge based article and set re. to the case so there is a record.  Seems like this polaris form created some voids in the service functionality.  The part I am still having a major issue with is the phone call activity under the case.  It does not allow you to place the correct time for the actual minutes of the phone call.  When you try opening up the phone activity everything is grayed out.  I found a workflow that can be run on demand that opens up a closed phone call activity which allows me to place the right time.  For a company that bills their time, this is very concerning.  I guess the rule would be to open the phone call activity outside of the case so you can have contraol of the phone call activity including time and it will not automatically close the activity like it does in the case.  I still am missing actual time and billable time on my case resolution.  I have tried everything including opening up the form for case resolution entity which is set to false for customizable.  Do you know a way to invoke this?  I can see of the one form under the case resolution entity form the fields are there but it does not allow you to edit.  Apparently it is hard coded to not allow customization and these fields must be set to not display.  Again, thanks for any help and insight.  All manuals and books refer to the old forms - very discouraging for a new CRM partner that their is such a lack of current material.  

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