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Posted on by SureshVandadi

Hi,

Is there a way to access KB articles with in CRM and actually not using interactive service hub ?

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RaviKashyap 55,410 Moderator on at

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Hi SV,

If I am not wrong, you can still use the Articles under Service >> Articles.

www.microsoft.com/.../use-articles-in-the-knowledge-base-customer-service.aspx

Hope this helps

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Aric Levin - MVP 30,190 Moderator on at

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There are two KB Article entities in CRM (current version).

There is Articles which is available in the Services area of the application, and there are KB Articles which are available in the Interactive Service Hub.

Per my understanding the Articles will be deprecated in one of the upcoming releases, and the KB Articles will become the default way of entering articles. The ISH will also move to the web application, so KB articles will be available on the web application. ISH will be deprecated.

Hope this helps.

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SureshVandadi on at

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Hi Aric,

Thanks for answering. So you mean to say, there is NO way of accessing(Creating\Editing) of KB articles created in ISH within CRM directly?

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Aric Levin - MVP 30,190 Moderator on at

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You can get to them via Advanced find, but you will notice when the form opens that you don't see the same data as you did when you created them in ISH.

You might be able to customize the form, but the editor fields will not be displayed correctly.

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