Searching for a Knowledge Article

To search for a knowledge article you can enter your keyword search and press <enter> or select a tag from the drop down. You can search for a single word such as “tourist” or a phrase such as “Winter Control”.

The resulting knowledge article is then displayed in the Agent Console.  You also have the option of displaying only internal articles by checking the appropriate dialogue box. If you click on the link associated with the knowledge article, the article will open in Dynamics 365 and allow you to edit/update it based on your individual security roles.

Searching a Knowledge Article from within Case Details Tab

You can also search for a knowledge article from within a case details tab, or a contact details tab.  To search for a knowledge article from within a case details tab, once you are on the case details tab, enter your keyword search and press <enter>, or select a tag from the drop down  The resulting knowledge article is displayed.  To associate the article to the displayed case, scroll to the bottom of the article and click on the box Relevant to this Case and the article will be associated with that case inside CRM.  This same process applies to searching for a knowledge article from within a contact case detail tab.

This shows searching for the “Environment” tag in the drop down while on the selected case tab.

When you scroll to the bottom of the article and click on the Relevant to this case link, the knowledge article is then associated to the case.

If you click on the Open/Edit CRM Case Record link to open the case record inside CRM, then click on the Related Records tab, you will see the Associated KB Articles pane.