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Our process requires that for every case entered, the user MUST relate a KB article when submitted.
Chiming in for the sake of discussion. What if the issue of the Case is a precedent and a solution has not yet been added to the KB?
In that case I would say, a Case cannot be "Closed" with creating a Draft related KB article. Might be worth adding a final set to the business process, if a case does not have related Article.
Good suggestion, but I need to know how to make it required first, then I can work in the conditions. :-)
You can add a lookup field on the case pointing to the knowledge article table and make the field required.
PLEASE MARK VERIFIED IF HELPFUL
Hi Bigred57,
In fact, there are no any OOB relationships between Case and Knowledge Article.
In Dynamics CRM there is one intermediary entity called “Knowledge Article Incident” between Incident (case) and Knowledge Article.
“Knowledge Article Incident” entity have following 2 OOB relationships.
Knowledge Article Incidents is child for case, you need submit the case before adding Knowledge Article Incidents.
So you need create a new N:1 relationship between Case and Knowledge Article, then add one Knowledge Article lookup field on case form, just as Dina suggested, which can make you select one knowledge article before submitting the case:
Under review
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