Knowledge Base Search Not Working

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Posted on by fishyjj

I am trying to use the dynamics CRM knowledge base. I am positive I have my sandbox configured to use dynamics CRM and not parature. I've published 3 different test articles. When I try to use the embedded knowledge search on the case form, it does not find any results when I search. I've tried every way I can think of to troubleshoot this and I have no idea the articles cannot be found. If I use the out-of-box knowledge base article lookup field on the case form, it successfully finds my articles. But I want to use the embedded knowledge search in order to link KB articles to cases, etc. Does anyone have any insight onto why this will not work? Thanks for any help?

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Jason M. Cosman 5,234 Moderator on at

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RE: Knowledge Base Search Not Working

Hello Fishyj;

One thing that commonly happens when first setting up knowledge base articles it to ensure the articles your searching full are fully published and through the workflow. Double check the articles you have create to ensure they are in a published state.

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fishyjj on at

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RE: Knowledge Base Search Not Working

Thank you for your reply. I have verified that my articles are fully published and they still are not found in the embedded search.

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Sean K 1,537 on at

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RE: Knowledge Base Search Not Working

Hi Fishyjj,

Have you created Knowledge Articles via the Interactive Service Hub and not the deprecated Article entity?

I also previously have an issue where I published Knowledge Articles in a different language that wouldn't show up in the embedded knowledge search, might be worth a look: community.dynamics.com/.../189987

Regards,

Sean

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fishyjj on at

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RE: Knowledge Base Search Not Working

Thanks for your reply. I have been creating them in the Article entity. This is deprecated?

When I try to go to the "Interactive Service Hub" it is very slow for me and the first thing I see is a message saying "Access Denied: you don't have permission to view this dashboard." I don't see any place to add knowledge articles. Do I need to do some configuration to get the interactive service hub going? Thanks for any help.

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Sean K 1,537 on at

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RE: Knowledge Base Search Not Working

It shouldn't matter that you can't see the dashboard, can you access from the navigation bar by going to Service>Knowledge Articles (while in the Interactive Service Hub)? This is the entity that is searched from the embedded knowledge search from for example a case record.

If you can't see this try to give yourself the Knowledge Manager security role to see if that helps.

With regards to it being slow, it can sometimes take a while to login while downloading metadata/customisations (especially after a publish), but once logged in it should be pretty quick (quicker than the main web app) for navigation.

Regards,

Sean

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fishyjj on at

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RE: Knowledge Base Search Not Working

Hi Sean, I cannot see the "Knowledge Articles" in the navigation. I am a system admin, so I'm not sure why this is the case. Here's what I see:

Any idea how I can access the new knowledge article entity? There's no way to access this from the main web app? Thanks for your help.

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Sean K 1,537 on at

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RE: Knowledge Base Search Not Working

Hi Fishyjj,

It could be because you have a customised sitemap, the ISH uses the same sitemap as the main web app (but only some entities can be enabled for interactive experience).

I'd recommend you look at the sitemap, the XRMToolBox is great for this, expand the CS node and see if KnowledgeArticle is in there, if it is not you will need to add it.

Regards,
Sean

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fishyjj on at

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RE: Knowledge Base Search Not Working

Thanks, Sean. That worked. Am I correct that there is no way to access the new knowledge articles in the main web app? If not, do you recommend any documentation that walks through exactly how to create knowledge articles in the ISH? It seems a little more involved than the previous article entity. Again, thanks for your help?

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Jason M. Cosman 5,234 Moderator on at

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RE: Knowledge Base Search Not Working

I'm glad Sean was able to help you with your question Fishyjj.

There isn't a more direct way besides going to the ISH. Your absolutely right that it's a lot involved; that's why i wanted to check it was published above due to it has several stages etc...

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