Related knowledge article (form) [AX 2012]

Updated: May 19, 2012

Applies To: Microsoft Dynamics AX 2012 R3, Microsoft Dynamics AX 2012 R2, Microsoft Dynamics AX 2012 Feature Pack, Microsoft Dynamics AX 2012

Click Sales and marketing > Setup > Cases > Case categories. Select the case category that you want to associate a knowledge article to and click Related knowledge articles.

Use this form to associate knowledge articles to case categories and to rank a knowledge article or adjust existing rankings.

The following tables provide descriptions for the controls in this form.

Button

Description

Knowledge article

Open the Knowledge article form.

Field

Description

Item ID

Select the knowledge article identification from the list.

Name

View the name of the knowledge article. The name is filled in automatically when you select the knowledge article identification.

Type

View the type of knowledge article. The type is filled in automatically when the knowledge article is selected.

Path

View the name of the link or document.

Success percent

View the success percentage for a knowledge article that was used to resolve a case. This number is calculated based on the number of attempts to use the knowledge article.

Adjusted success

Enter the number of successes (times that a knowledge article resulted in the successful resolution of a case) that you want to add as an adjustment to the total of successful tries.

Success total

View the total number of times that employees have successfully resolved a case by using this knowledge article.

Adjusted attempts

Enter the number of tries (times that employees tried to use a knowledge article to resolve a case) that you want to add as an adjustment to the total number of tries.

Attempted total

View the total number of times that employees have tried to use this article to resolve cases.


Announcements: To see known issues and recent fixes, use Issue search in Microsoft Dynamics Lifecycle Services (LCS).

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