Knowledge management entities

Knowledge management entities

Applies To: CRM 2016 on-prem, CRM Online

Microsoft Dynamics CRM Online 2016 Update and Microsoft Dynamics CRM 2016 (on-premises) introduces a new knowledge management system that lets you create rich knowledge articles with support for embedding external multimedia contents, such as images and videos, as links. You can use the SDK to programmatically create and manage knowledge articles, create major and minor version of the articles, translate the articles into multiple languages, and schedule the publishing and expiration of the articles. You can also increment knowledge article views, associate knowledge article records with CRM entity records, and perform a full-text search on the knowledge articles from your application. More information: Work with knowledge articles in Dynamics CRM

For CRM Online, you can choose whether to use native CRM knowledge or Parature knowledge as the knowledge source while setting up knowledge management in CRM. For CRM on-premises, you can only use native CRM knowledge as the knowledge source; integration with Parature knowledge is not available for CRM on-premises.

You can set up knowledge management for your CRM instance using the web client only; it can’t be done through SDK. More information: Help & Training: Set up knowledge management in CRM

After you enable knowledge management for an entity using the web client, you can insert and configure a knowledge base search control in the entity form to display relevant knowledge articles either from CRM or Parature. The knowledge base search control provides programmability support to automate or enhance the user’s experience when using this control. More information: Knowledge base search control (client-side reference)

If you’re using Parature as the knowledge source, you can programmatically create and manage knowledge base record metadata and associate a knowledge base record with a CRM entity instance. More information: Use Parature knowledge in Dynamics CRM

Use the new KnowledgeArticle and KnowledgeArticleViews entities to work with the knowledge articles in CRM, and use the KnowledgeBaseRecord entity when using Parature as the knowledge source.

Until the previous release, KbArticle and KbArticleComment entities were used to create and manage knowledge base articles in CRM. While these entities are still available in the current release, you should use the new KnowledgeArticle entity for storing and managing your knowledge articles to leverage the enhanced knowledge management functionality.

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Microsoft Dynamics CRM 2016 and Microsoft Dynamics CRM Online
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