Customer Engagement & Dynamics CRM Forum

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Knowledge Base Search Results

  • 1.  Knowledge Base Search Results

    TOP CONTRIBUTOR
    Posted Jun 23, 2020 08:10 AM
    Hi,
    We added the knowledge base search function to a custom case form we created.  Where can I edit the KB Article fields that are being displayed in this results window outlined in red below?    I want to be able to use Sharepoint to store the .pdf's so I either need to be able to display a URL to the document, or the Related Document navigation.     Any suggestions on how we can do this?



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    Mary Cunningham
    Director - Service Technology
    Comfort Systems USA
    Ocala FL
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Knowledge Base Search Results

    SILVER CONTRIBUTOR
    Posted Jun 23, 2020 08:17 AM
    Hi Mary,

    I may be missing something but can't you open the record from the KB Article entity in the Customer Service Hub?  I have been experimenting with the same thing and have been able to add/update KB Articles.  Good luck!

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    Johnny Bolton
    Senior Project Manager
    State Volunteer Mutual Insurance Company (SVMIC)
    Brentwood TN
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Knowledge Base Search Results

    TOP CONTRIBUTOR
    Posted Jun 23, 2020 08:24 AM
    Hi Johnny,
    I can open the KB Article record, but I really want to do is have the user open the stored document .pdf which will be in SharePoint.   I've turned on the SharePoint Document integration for the KB Articles entity, but I don't know which form/view I need to edit to update that Search Results window to show the user the correct fields so that they can open the .pdf directly.

    Mary

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    Mary Cunningham
    Director - Service Technology
    Comfort Systems USA
    Ocala FL
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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