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ReportWhat is the difference between "Associated knowledge records" and "Knowledge based articles" on the case form in CRM?
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What is the difference between "Associated knowledge records" and "Knowledge based articles" on the case form in CRM?
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Associated Knowledge articles are part of the Interactive Service Hub (ISH), which is where you would enter KB Articles if using ISH. Knowledge Base Articles are the old way of entering KB Articles in the system.
If you try to enter Knowledge Articles in the web interface of CRM, your will get a notification that the article cannot be edited in that view, and only in ISH.
In the next release of CRM (v9), Interactive Service Hub, will become part of the default User Experience.
It seems like sometime in the near future KB Articles will be deprecated, but I don't think there is a date for that at this point.
The fact that the Case entity provides you access to both, is so that when they are merged (or deprecated), you will be able to migrate or copy your data over.
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