CRM 2011: Unable to copy text from a published KB article

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Posted on by axelortiz

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We have a request to allow text from a KB article to be copied to clipboard so the users can paste into a Word document or e-mail to share with users outside the CRM system. They use IE10 and IE11. As a workaround we can have them print to file and email that as an attachment but they really, really, really want to be able to copy the KB article text.
Looks like this has been an issue with previous versions as described here: http://support2.microsoft.com/?kbid=920123.

Not sure there is a way to apply a similar solution in CRM 2011 without running into some unsupported issue.

Any help or direction is greatly appreciated!

Regards,

Axel

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Jason M. Cosman 5,234 Moderator on at

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Hello Axel; can you provide a bit more information on your CRM 2011 system? What roll up are you currently on? Online or On prem?

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axelortiz 115 on at

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Hi Jason. This is an on prem instance of CRM 2011 rollup 15 running on Windows Servers (Win Server 2008 R2 64-bit). Users have either IE 10 or IE 11 on Windows XP and Windows 7.

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Jason M. Cosman 5,234 Moderator on at

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Alright; another question do your articles often get updated or republished? Some Customers its more of a rarer example. If it's not often could always put a workflow in place when an article gets to the published state it copies the article text into a note or a comment appended to the article. They would be able to copy from that. I'll have to go back and take a look at the max character limit on the note first vs the article length.

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axelortiz 115 on at

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The articles are rarely modified. I only see three articles getting updated since March and two created within that timeframe. I can pitch them the idea of creating a note with the article text if that's feasible. Most articles have quite a bit of text in them. I can try to produce an average count of characters but it will be in the upper 100's per article if not lower 1000's judging from the samples they gave me.

Thanks again Jason.

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Jason M. Cosman 5,234 Moderator on at

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Awh well hopefully this isn't an issue then and possibly a solution please see the following other post around the notes maximum character size:

social.microsoft.com/.../crm-2011-notes-annotation-entity-character-limit-or-maximum

I hope this helps! Good luck; please post back if this is a solution for others to see!

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axelortiz 115 on at

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Jason,

Thanks again for your help. One last question, what entity do you use as the primary entity when creating the workflow/process?

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Jason M. Cosman 5,234 Moderator on at

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Hello Axelortiz;

You would create a process/workflow off of the Article entity.

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