Out of the Box (OOB) Microsoft Customer Relationship Managment (CRM)
Building a Demonstration Environments : Data

Associating "One Knowledge Base Article" to a Case based on Case Type

In Microsoft CRM you can have many knowledge base articles associated to a case, but what if you wanted to always associate a specific article to a specific case based on the type of case?

This can be done using CONFIGURATION.

Create a new N:1  relationship between Case and Article. This sets up the field for the CASE form to associate 1 article to the case. Once the relationship is configured, add the relationship to the CASE form of your choice.

Most likely you don't want to select and pick the article when you create the case (although that is an option), but rather you want the system to automatically associate the article based on the case type.

To do this you would add a process of type workflow that looks at the case type and appends the article you indicate. It is important to realize that an article can not be appended to the case until the case is created and as such the order in which the workflow fires is a variable.

Items to Consider

  1. The Security on Case and Article might need to be updated to support Append and Append To.
  2. The Case Types might need to be expanded to cover all case types needed.
  3. The Articles should be created before you create the workflow so that you can pick the article you want to associate.
  4. CRM 8.1.0.00xx has three different knowledge base article entities as depreciation occurs so understanding which article to use is helpful.
  5. Workflows can be ASYNC or SYNCHRONOUS and each have their own strengths. In this situation there are advantages to ASYNC because of the timing of case save.

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