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Even with non-printable characters in my Content and Answer cells, everything imported without a hitch. It will also warn you that doing this may result in some records not getting imported but this was not my experience. Knowledge Article ID and, for these, you just set it to use the default value. There are some other fields which the Import Wizard wants e.g. With a CSV formatted as above, you should be good to go. If in doubt, copy the Title into this field.

Description: A description of the article.

The more astute will see why we include the Answer column in our file because we can generate the Content cells via a Concatenate formula in Excel before saving it as a CSV. Not necessarily the prettiest Knowledge Article but it will do the job.

If you use a string like this you should be fine: To get an idea of the format, I created a test Knowledge Article in CRM and exported it.

Content: This is the content of the Knowledge Article in html format.

Answer: Tell the Import Wizard to ignore this field.

Root Article: Set this to ‘No’ for all rows.

Minor Version: Set this to 0 for all rows.

Major Version: Set this to 1 for all rows.

Article Public Number: This is an ID for the article e.g.

To import the articles I used the following columns in my csv:

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In short, to get full access to Knowledge Articles, including running them through Draft-Approved-Publish (or go straight from Draft to Publish), you need to use the Interactive Service Hub. Also, you can create new ones through Advanced Find but you can only edit certain fields and you cannot edit Knowledge Articles already in the system. While Knowledge Articles do not appear in the default ribbon for the web client, you can find them in the web client via Advanced Find. For more details on the Interactive Service Hub, you can read my article here. To do this, you need to go to the Interactive Service Hub. While you can import them via the Import Wizard (which I will walk through in a moment) you cannot administer them in the standard web client.

There are a few quirks with Knowledge Articles though. Not only does this provide a search tool for the Knowledge Articles, it auto-pastes the Case Topic into the search to try and automatically find hits.įurther down the Case record you will see the subgrid for the original Articles, which you simply remove or hide. To do this, you go to the ‘KB Records’ tab in the Social Pane. Importing Them as Knowledge Articlesįortunately, in the latest version of Dynamics CRM, you can access the new Knowledge Articles from the Case record.

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Without knowing how to format this field I had no hope of importing the records. No matter what I tried, I could not find the format of this field as it was not available via the Article or Article Template entity Advanced Find views. The field in the Article entity which holds the formatted content is the ArticleXML field. The customer has provided a csv file of all the existing knowledge base articles so I had to figure out how to get them into CRM. These days we have two flavors of knowledge base articles in CRM the original (entity name ‘article’) and the more recent version modelled off of the knowledge base articles of Parature (entity name ‘knowledge article’). Part of this is showing Dynamics CRM’s knowledge base. The client already has a case management system but we are showing what the Dynamics CRM version looks like. I am working on a project at the moment involving case management.