Related knowledge article (form)

Article
10/09/2018

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.

Tasks that use this form

Rank a knowledge article

Navigating the form

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

Buttons

Button	Description
Knowledge article	Open the Knowledge article form.

Fields

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.

Tasks that use this form

Navigating the form

Buttons

Fields

See also

Additional resources