Linking cases to knowledge base articles

[samalionis]

Hi All,

Would like to know if there is a way to link a case and an open knowledge base article so that when someone askes a question it can be posed to the knowledge base and when answered it flags up the response to the case so the person can be informed and the case resolved.

Thanks

Boris

 

[jodonnell]

The knowledgebase is really used to store questions and answers or processes..you are trying to use it incorrectly.

When you create a case you can have other users look at the case assuming your security is setup. They can update it if necessary.

John O'Donnell, Microsoft CRM MVP, MCSE, MCSA
MBS Certified Master–Applications for Microsoft Dynamics CRM
MBS Certified Master–Installation & Configuration for Microsoft Dynamics CRM
Crowe Chizek and Company LLC

http://www.crowecrm.com