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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Dynamics 365 Knowledge...
Microsoft Dynamics CRM (Archived)

Dynamics 365 Knowledge Article Pop Out Screen in Case Record - is this editable?

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Posted on by Janice Comish 25

Is there any way to edit the layout of the KB Article Pop Out Screen?

For example, changing "KB Article" to something more meaningful? Maybe add in another field from the KB Article, like Keywords? etc

KBArticle_5F00_PopOut.jpg

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I have the same question (0)
  • Janice Comish Profile Picture
    Janice Comish 25 on at

    I have also just realised that all formatting is lost as well - ie font colour, font size, paragraphs, when it pops out or is opened from the Case Record.  Is this expected behaviour?

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Hi,

    I don't think there is any supported way to change the layout/design of the popup. However the font, styling should remain on po[pup as well. I just tried it on my test enviuronment and it stays as is (doesn't changed. doesn't remove ).

    Check if this is happening on other browser as well.

    kbpopu.png

    Hope this helps.

  • Janice Comish Profile Picture
    Janice Comish 25 on at

    Hi Ravi.  Thanks so much for the suggestion.  I tested with the browsers and the same thing happens but what is really interesting is.....it's only when I have enabled Relevance Search for Knowledge Articles that we lose the formatting.  When Relevance Search is switched off, the formatting is exactly as the content of the Knowledge Article.

    Do you have Relevance Search switched on and does your content still look as it should?

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    I think you are right because I didn't have the relevance search on. When I checked the relevance search, it stopped showing me any record (though the relevance search is still syncing but the point is that relevance search does impact the results.

    It looks like a bug to me, you can contact MS Support for confirmation.

    Hope this helps.

  • Janice Comish Profile Picture
    Janice Comish 25 on at

    Thanks Ravi, that does help because at least I know I wasn't doing anything too wildly wrong :-)

    I'll reach out to MS Support.

    Jan

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