Not able to see any knowledge base articles in the Dynamics Portal

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Posted on by Elowy GrootCRM

I'm not able to see any knowledge base articles in the Dynamics Portal. Categories are shown, but after selecting the category we end up in an empty (just the template) page. When entering the URL directly ("../knowledgebase/article/?id=KA-1002") it displays "Article not available".

What I checked already:

Article is related to a category (also to a subject, but that is not necessary I assume)
Article has the status Published (starting yesterday), and is not set to internal
I tried several times to clear the portal cache
Category details page has the right template (categorydetails)
Search in the default support page doesn't give any articles back as well
Publishing KB articles is enabled in CRM service management

I hope someone can help me out.

Thanks a lot!

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Bhavik Sanghvi 105 on at

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RE: Not able to see any knowledge base articles in the Dynamics Portal

1st Point worked for me. Are there any data loss or configuration changes when we restart the portal?

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Elowy GrootCRM 50 on at

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RE: Not able to see any knowledge base articles in the Dynamics Portal

Thanks for all the suggestions! After all it was the Entity Read Permission on KB article. I thought it was enough to be an administrator...

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Community Member on at

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RE: Not able to see any knowledge base articles in the Dynamics Portal

Hi Elowy,

I found the same issue when I had created KB articles in Dynamics 365 under services that would not display on the portal KB base even though I had more than one published article. I found that I had to create the KB articles under the Dynamics 365 engagement hub in order for them to show up on the portal.

I documented this part near the bottom of my blog post on our website: www.ec.co.za/.../dynamics-365-portal-add-on

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Elowy GrootCRM 50 on at

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RE: Not able to see any knowledge base articles in the Dynamics Portal

Does anyone know what the out of the box template is for the article web page? Maybe there has been some changes that resulted in this problem (community.dynamics.com/.../275960).

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Elowy GrootCRM 50 on at

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RE: Not able to see any knowledge base articles in the Dynamics Portal

Thanks Justin and Dmytro for the great suggestions!

I tried or checked them all, but unfortunately I still get an "Article not available" when trying to access the KB article through the portal. The articles are also not displayed when accessing the right category....

Tried to restart the server

CAL is set off

User is a system admin

Just one language is available, and the same for the portal user and the KB articles

Product filtering is set off

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Dmytro Rutkovskyi 1,835 on at

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RE: Not able to see any knowledge base articles in the Dynamics Portal

1) I'd start with simple clearing the cache (admin portal account under {portalurl}/_services/about) and if you have rights - restart Portal in Dynamics Administration Center.

2) as well you can check CAL (content access levels). Please check the Site setting "KnowledgeManagement/ContentAccessLevel/Enabled" and set to false just to check if it is a problem.

3) check Entity Permissions. You should have entity permission for "knowledgearticle" in scope Global for Read.

4) Language. Articles in Dynamics has own copy for every language available. It can be a case that Portal language is not the same as article language.

5) Product filtering. You can switch it off like CAL. More: https://blogs.msdn.microsoft.com/crm/2017/01/06/personalize-user-experience-using-product-filtering-and-content-access-level-filtering-in-portal-capabilities-for-microsoft-dynamics-365/

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Justinjose 2,707 on at

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RE: Not able to see any knowledge base articles in the Dynamics Portal

Hi Elowy,

Can you try like this

https://portalurl/knowledgebase/article/KA-1002

Thanks

Justin Jose

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