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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Pulling Knowledge Arti...
Service | Customer Service, Contact Center, Fie...
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Pulling Knowledge Articles/records with Dynamics Flows

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Posted on by GoldrayPhil 30

Hello all,

I'm pretty new to Power Automate. I'm trying to set up some systems for my company.

I would like to use a flow to pull knowledge records associated with a case when the case is created. So when a case is created, all knowledge records related to the case would be pulled and emailed to the account manager responsible. I am not sure if this is possible but I have been searching and trying for a week now without success.\

If it is possible, can anyone please give me pointers on how to do this?

Thanks in anticipation.

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  • Suggested answer
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    Community Member on at

    Hi GoldrayPhil,

    When a case is created, you can search all kb articles in the Knowledge section, Then you can click 'Link' button to link the article to the current case.

    pastedimage1663836131140v4.png

    However, There is no direct relationship between the KB article and the case entity.

    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.

    1. Knowledge Article Incident -> Knowledge Article (N:1)
    2. Knowledge Article Incident -> Case (N:1)

    pastedimage1663835180405v1.png

    -Knowledge Article Incident view:

    pastedimage1663836714564v1.png

    So you need get related knowledge articles through the third entity--Knowledge Article Incident.

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