In using the new knowledge base in CRM 2016 I have found there is no "Article Templates' option for creating the content of the article. In the old versions of CRM OOTB you had "Procedure, Question & Answer, Solution to a Problem, Standard KB Article" this functionality is missing from the new Article, as well as the ability to create customer templates. Also note below connect does not have the option to specify CRM 2016 as the version below.

Ideas Administrator

Thank you for your feedback.

We released this feature as part of the functionality in Oct, 2019.

Please refer to the following link for more information:https://docs.microsoft.com/en-us/dynamics365/customer-service/create-templates-knowledge-article


PM, Microsoft.



Hi @Shiva Kavindpadi! Will you update the status on this idea? I can see that it is planned, but I am wondering when?

Category: Knowledge Management


Agreed. At a minimum a way to call up and re-use pieces of HTML from the WYSIWYG editor would be nice. The tricky thing with the templates path is it can quickly get pretty complex like what should happen to published articles based on a template that then changes. I'd say give us a simple re-use mechanism first in the editor then add full-on for template functionality later.

Category: Knowledge Management