Knowledge Base Entities

[Applies to: Microsoft Dynamics CRM 4.0]

Find the latest SDK documentation: CRM 2015 SDK

The knowledge base is a collection of articles with one or more headers. It is searchable by keyword and header text, and also supports a full-text search.

With the knowledge base, you can manage the distribution of product and service information for a business unit. Answers to users' questions can also be stored in the knowledge base. The underlying content organization is displayed in the subject tree.

The knowledge base architecture consists of a metadata-driven repository that makes it possible to link questions to different kinds of content (such as documents, articles, graphics, and Web pages) as document indexes. Also supported is a structured knowledge base article and template system.

The following illustration shows the entity relationships for this area. For more information, see Key to Entity Diagrams.

See Also

Concepts

• States of a Knowledge Base Article
• Creating, Publishing, and Deleting a Knowledge Base Article
• Searching for a Knowledge Base Article
• Article (kbarticle) Entity Capabilities
• Article (kbarticle) Attributes
• Article Comment (kbarticlecomment) Entity Capabilities
• Article Comment (kbarticlecomment) Attributes
• Article Template (kbarticletemplate) Entity Capabilities
• Article Template (kbarticletemplate) Attributes

Other Resources

• Customer Service Management

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