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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Mapping fields in Conv...
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Mapping fields in Convert Case to Knowledge Article

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Posted on by David McL 5

Hello all,

I would like to use the Convert to Knowledge Article from a Case. When I do that it seems to bring over just a few fields from the case; title, content and owner.

Is it possible to customize Convert to Knowledge Article from a case to bring over more fields. For example we have fields called: Summary, Area, Category and the main details are held in Case resolution, Case Analysis and Diagnostics.

If we could bring over these fields then the KB Article would be almost complete.

Many thanks

  • David McL Profile Picture
    David McL 5 on at
    RE: Mapping fields in Convert Case to Knowledge Article

    Hi Leah Ju,

    Many thanks for that. I'll discuss that with my d365 specialist and give an update if we find a way.

    Thanks again,

    David

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Mapping fields in Convert Case to Knowledge Article

    Hi David,

    Unfortunately, i can't find any information about customizing the 'Convert to Knowledge Article' dialog, but i found something else that might help:

    There is no direct relationship between the KB article and the case entity, they are linked through the third entity--Knowledge Article Incident:

    pastedimage1635904898301v1.png

    When you convert one case to KB article, one KB article record and one Knowledge Article Incident record will both be created.

    pastedimage1635905147319v2.png

    Maybe you can create a workflow to update KB article with value from case when Knowledge Article Incident record is created.

    This is just an idea,not sure if it will work,maybe you can try to test it.

  • David McL Profile Picture
    David McL 5 on at
    RE: Mapping fields in Convert Case to Knowledge Article

    Hello,

    Many thanks for your response and please excuse my late response to you.

    Do you know if there is a difficult way to do this? I think it would be realy helpful feature as we pretty much categorize our requests in detail, what I would hope for would be the ability to, on that button press, pull all our categorization, summary, diagnosis and resolution out of our cases to create a clean KB Article. That's the goal.

    If it required a bit of back end coding, then I think we could do that, we just need a steer in the right direction. If that all makes sense.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Mapping fields in Convert Case to Knowledge Article

    Hi David,

    I'm afraid Microsoft provided possibility to customize "Close Opportunity" and "Resolved Case" dialog windows only.

    So I'm afraid there is no easy way on how you can customize dialog you mentioned.

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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