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How can we view Article list in Unified Interface of MS Dynamics v9.1?

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Posted on by Community Member Microsoft Employee

Hi,

I want to know how can I find list of Articles? For existing layout, we can find Articles in Service --> Articles.

2437.3.png

I have also tried to find Articles in Unified Interface but didn't find. Can anybody please help me?

2437.4.png

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Suggested answer

Kokulan 18,052 on at

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RE: How can we view Article list in Unified Interface of MS Dynamics v9.1?

Hi

Like Lu suggested, you should be using the new Knowledge Base articles as the old Articles has been depricated in D365.

"Some entities used for knowledge management in Dynamics 365 are deprecated: KbArticle, KbArticleComment, and KbArticleTemplate. You must use the newer KnowledgeArticle entity (introduced in CRM Online 2016 Update and Dynamics 365) for knowledge management in Dynamics 365. More information: Knowledge management entities"

https://docs.microsoft.com/en-us/previous-versions/dynamicscrm-2016/developers-guide/dn281891(v=crm.8)#bkmk_CrmKMEntities

If you already have loads of articles in your system, you can migrate them to new Knowledge base articles, using the following tool

Tool for migrating from Dynamics 365 legacy KB Articles to Knowledge Management service feature.

https://github.com/Microsoft/dynamics365-kbmigration

And the new Knowledge Base Article has a lot richer content editor with more possibilities.
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RaviKashyap 55,410 on at

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RE: How can we view Article list in Unified Interface of MS Dynamics v9.1?

Hi,

Did you try Customer Service Hub app (if not you need to install it from admin center.

Hope this helps.
Verified answer

LuHao 40,876 on at

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RE: How can we view Article list in Unified Interface of MS Dynamics v9.1?

Hi Chhaya,

1. In the first screenshot is the Article entity. Articles are actually an old version of knowledge articles in crm.

The Article entity does not support the unified interface. Although we can add it to the Site Map of the Customer Service Hub, in fact Articles will not appear in the navigation bar. That's why we can't see Articles in the Unified Interface App.

2. So I recommend you use knowledge articles, knowledge article is the latest feature in CRM and has rich functionality above the legacy articles.

Knowledge articles only support editing in the Customer Service Hub.

Please refer to this article to learn how to create and manage knowledge articles:

[View:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-knowledge-article:320:50]

Please refer to this article to learn Difference between Articles, Knowledge Articles & Knowledge Base Record:

[View:~/crm/b/passiondynamics/archive/2018/01/28/difference-between-articles-knowledge-articles-amp-knowledge-base-record-in-microsoft-dynamics-crm:320:50]

3. According to your screenshots, knowledge articles are not added to the site map, so first we have to complete this step.

Go to Settings > My Apps, open the App Designer of Customer Service Hub, then open the Site Map, add a subarea, select the Knowledge Article entity, Save and Publish.

If my answer is helpful, please mark it as verified. This will help other users with the same theme.

Hope this helps.

Best Regards,

Lu Hao