web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Microsoft Dynamics CRM (Archived)

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

(0) ShareShare
ReportReport
Posted on by

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

*This post is locked for comments

I have the same question (0)
  • Verified answer
    LuHao Profile Picture
    40,892 on at

    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.

    3324.2.JPG    3324.2.JPG    6038.3.JPG

    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

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

    Hi,

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

    3276.kbarticle.png

    3276.kbarticle.png

    Hope this helps.

  • Suggested answer
    Kokulan Profile Picture
    18,054 on at

    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.
    And the new Knowledge Base Article has a lot richer content editor with more possibilities.
    ScreenClip-_5B00_486_5D00_.png

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Stars!

Meet the Microsoft Dynamics 365 Contact Center Champions

We are thrilled to have these Champions in our Community!

Congratulations to the April Top 10 Community Leaders

These are the community rock stars!

Leaderboard > 🔒一 Microsoft Dynamics CRM (Archived)

#1
ScottDurow Profile Picture

ScottDurow 2

#2
GJones Profile Picture

GJones 1

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans