Can a knowledge article be linked to a customer and an incident

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Posted on by Cat_Car

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Hello,

I am looking for a way to register in the CRM some customers special instructions for cases follow up and I thought about the knowledge articles. Presently we don't use it so I am wondering if a knowledge article can be linked to a customer account and to specific cases by subjects and if it is possible, is there a way to see this article directly within the case?

Thanks,

Cat

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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:

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Cat_Car 155 on at

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RE: Can a knowledge article be linked to a customer and an incident

Hello Leah,

Thank you for your response. I will check with my colleagues if this responds to their needs.

Regards,

Cat

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Leah Ju Microsoft Employee on at

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RE: Can a knowledge article be linked to a customer and an incident

Hi Cat,

Are there any updates?

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Cat_Car 155 on at

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RE: Can a knowledge article be linked to a customer and an incident

Hello Leah, your suggestion is very good, but for now we will keep your notes for future configuration in the CRM until we have the IT ressource to help us with this. It is in fact a very good way to use knowledge articles in cases.

Thank you very much.

Cat

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Saeid G 144 on at

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RE: Can a knowledge article be linked to a customer and an incident

Any OOB or custom table can be configured to have knowledge article. Microsoft added special intersect for the case table and Sub Grid in the OOB form. For other entity you just need to add Sub Grid or use Related tab.

Customer Service hub->Service Management-> Knowlege Base Managment ->setting

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Cat_Car 155 on at

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RE: Can a knowledge article be linked to a customer and an incident

Hello Saeid,

Thank you very much for this update. I will keep this information in my files for future configurations.

Cat

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Cat_Car 155 on at

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RE: Can a knowledge article be linked to a customer and an incident

Hello Leah, I would like to but I do not find the Verified button. Usually it is visible.

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Saeid G 144 on at

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RE: Can a knowledge article be linked to a customer and an incident

This is not the correct answer anyway. Knowledge Article is old and has been carry over by Microsoft just for compatibility. Brand new knowledgebase Article has been introduced by Microsoft long time ago and users are encouraged to move to new entity.

Please read this:

community.dynamics.com/.../kb-understanding-dynamics-365-kbarticle-vs-knowledgebaserecord-vs-knowledgearticle-entities

As I said in my previous response any entity can be associated to new Knowledgebase article and need for adding extra custom entity. Just need configuration with no coding. Hope this help.

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