Knowledge Article Displays text formatting characters in Case preview

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Posted on by Community Member

Hello

Having created some new Knowledge Articles, I am experiencing a few issues.

1. After creating the article, I cannot see anything in the preview pane of the Article

2. When viewing the Article from a Case, the text appears with formatting characters inserted

I am using Dynamics 365 v9.0, and from the Unified Interface app.

Has anyone seen this before?

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Henry J. 5,237 on at

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Hello Chris,

The Unified Interface version that shipped with Dynamics 365 9.0 on-premise is fairly limited. The behavior you are seeing might be a known issue that has since been fixed on the online version.

I advise you to open a support request here: mbs.microsoft.com/.../CRMSupport

Henry

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Hello Henry

There does appear to be something odd when using KB Articles in the unified interface. I am using Dynamics 365 CRM v 9.0. I created a Reference Panel in the Case main form. One of the sub-grids was for Knowledge Articles (KB Articles created in the unified interface). When I looked at the sub-grid afterwards, I could see the KB Articles but could not preview them or search to find an existing one, or create a new one from the sub-grid. In addition the text contained formatting characters. I found this a little frustrating as the old web client functionality allowed users access to the activity wall which incorporated KB Articles, with a preview function.

In the Dynamics 365 upgrade, the KB Article function has been removed from the Activities tab, but is still there in the form design screen. So, I removed the KB Articles sub-grid from the Reference Panel and inserted the KB Search function into the Case main form, immediately below the Reference Panel. This works fine and I can now preview the article without having to open it. I also do not get the text displayed with the formatting characters as before.

Hope this helps.

Chris

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