RE: Can a knowledge article be linked to a customer and an incident
Hi Cat,
There are no any OOB relationship between knowledge article and account/case entities:
Currently, you can view articles in the case form through knowledge base search control:
https://learn.microsoft.com/en-us/dynamics365/customer-service/add-knowledge-base-search-control-forms
You can link one article to current case, which is linked through the third entity--knowledge article incident.
But you can't link articles to any accounts.
Do you have to use knowledge articles?
Based on your description:I am looking for a way to register in the CRM some customers special instructions for cases follow up:
--Maybe you can create one custom entity, and build N:1 relationship with Account/Case entity:
--Then add sub-grid related to the custom entity in the case form:
--If one account has instructions for the case, you can create one new records, then select account and case: