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?
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
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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