This post discusses 2 Knowledge Management features in Dynamics 365, one new and one old, and the differences between each of them. The new knowledge articles entity data model (KnowledgeArticle) in Microsoft Dynamics 365 enable you to create rich knowledge articles along with versioning and translation support. On the other hand, you can continue to use the legacy / earlier Dynamics CRM Knowledge Base Articles (KBArticle) data model. While you can continue to use the legacy Knowledge Base Articles, it is a good practice and a Microsoft recommendation to use the Dynamics 365 Knowledge Articles as they provide improved capabilities and translation support. In other words, Microsoft has probably left this feature for backward compatibility only but advices new Dynamics 365 Solution Implementations to use the new Dynamics 365 Knowledge Article instead.
When you create and publish a knowledge article, it become available to users in your Dynamics 365 instance so that they read and utilised the information in these articles to deliver accurate information to customers and follow the organisation’s processes and guidelines as documented in these knowledge articles. Use the KnowledgeArticle entity to store and manage knowledge natively in Dynamics 365.
To setup the new Knowledge Article solution, you can follow the following steps:
- Go to Settings > Service Management.
Under Knowledge Base Management, click Embedded Knowledge Search.
In the Knowledge Base Management Settings wizard, in Record Types, select the record types you want to turn on knowledge management for. The list will include all entities that are available for an N:N relationship. Knowledge management is enabled for case entity by default.
Under Knowledge Source, in the Knowledge Solution field, select between the Dynamics 365 native knowledge solution.
For more information and full details, you can follow these links: