Knowledge base entities


Applies To: Dynamics CRM 2013

In Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online, a knowledge base is a collection of articles with one or more headers. It is searchable by keyword, header text, title, and subject. It also supports 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 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 various types of content (such as documents, articles, graphics, and webpages) as document indexes. Also supported is a structured knowledge base article and template system.

In This Section

Create, publish and search for an article

KbArticle (article) entity messages and methods

KbArticleComment (article comment) entity messages and methods

Sample: Search and retrieve articles

Detect enhanced service capabilities available with product updates

Enhanced service entities

Contract entities

Incident (case) entities

Service entities (contract, incident, knowledge base)