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How to copy an article in knowledge base?
To configure the ability to copy and send article URLs, see Configure knowledge base article URLs. In the sitemap, select Knowledge Search. In search box, type keywords of an article. Select copy URL icon to copy the article URL. To open an article in a new window, select the pop-out icon. To copy the article URL, select Copy URL.
How to associate a knowledge article with a current case?
To associate a knowledge article with the current case, select a knowledge article, and then click the Link the KB article to the current case button . Dynamics 365 Customer Service adds the associated knowledge article to the Associated Knowledge Base records section.
How to copy an article in Dynamics 365?
In the native Dynamics 365 customer engagement knowledge management solution, the Copy URL option is available only for published articles. Open in new tab: Opens a knowledge article in a new tab within the same browser window.
How to create a major version of a knowledge article?
When you create a knowledge article record, the major version is automatically set to 1 and minor version to 0. Use the CreateKnowledgeArticleVersion message ( CreateKnowledgeArticleVersion Action or CreateKnowledgeArticleVersionRequest) to create a major or minor version of a knowledge article.
How to link knowledge articles to an entity?
To link the knowledge article to an entity, you need to do the following steps. For the sake of this example, let us consider the entity as Accounts. In the Customer Service Hub site map, go to Customers > Accounts. Select any active account from the list of accounts. On the Summary tab, scroll down to the Linked Knowledge Articles subgrid.
How to search for knowledge articles in case form?
To search for knowledge articles in a case form, select the Knowledge Base Search search box in the Knowledge Base Search control of the Related section. The search results are automatically populated based on a field your administrator configured in the Knowledge Base Search control properties.
What are the different types of knowledge articles?
Types of Knowledge articles can include solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQs), product briefs, and more. Use the rich text editor to create knowledge articles, format your content or embed videos and images.