Assigning Knowledge articles to Cases

Many times, you will have Standard Operating Procedures or Knowledge Base articles that are useful when investigating or processing cases. These could be resolutions to common problems, standard procedures to be performed, or just information that may be useful to the person working through the case process.

Rather than making the user remember these documents and procedures, Dynamics AX allows you associate Knowledge articles that you have uploaded with the Case categories. Then when a case is accessed, these articles will be displayed automatically to the user and they can open them up directly from the Case itself.

In this recipe, we will show how you can create these associations within the cases.

Getting Ready

Before you start this recipe, make sure that you have your Knowledge articles uploaded into Dynamics AX. To do this:

1. From the Home area page, open up the Knowledge articles form from the Document management folder in the Common group.

2. If your articles...