Microsoft CRM Customization Series

How To: Displaying the Knowledge Base object in Microsoft CRM 3.0 Outlook Client

By Frank Lee, Workopia, Inc.

www.workopia.com

Microsoft CRM 3.0 by default doesn’t display the Knowledge Base object in the Outlook Client; it is accessible only from the Web Client. The Knowledge Base object can be exposed in the Outlook Client by updating the Site Map. The following step by step example with screen shots shows how to perform this.

1. Login to Microsoft CRM Web Client as a user with CRM “System Administrator” security role
   
   
2. Navigate to the Export Customization page, Settings >> Customization >> click on Export Customizations:
   
   
   
   
3. Export the “Site Map” customization by selecting “Site Map”, click on “More Actions” and then click on “Export Selected Customizations”
   
   
   
   
4. Click the “OK” button at the message prompt to continue.
   
   
   
   
5. Click on the “Save” button to save the Site Map customization file
   
   
   
   
6. Select the location to save the Site Map “customization.xml” file
   
   
   
   
7. Edit the Site Map “customization.xml” via the Windows Notepad or an XML editor (i.e. one that comes with Microsoft FrontPage).
   Note: It is always a good idea to make a backup of the default customization so you can always restore back to default
   Locate the following section “<SubArea Id=”nav_managekb”… … Client=”Web”>”
   
   
   
   
8. Edit the section by removing the “Client=”Web”” and save the file
   
   
   
   
9. Import the edited Site Map “customization.xml” file – from the Microsoft CRM Web Client, navigate to the Import Customization page, Settings >> Customization >> click on Import Customizations
   Then click on the “Browse” button and select the edited Site Map “customization.xml” file
   Then click the “Upload” button, the Site Map entry should appear in the list
   Select the “Site Map” entry and then click “More Actions” >> “Import Selected Customizations”
   
   
   
   
10. Click “OK” button to continue
    
    
    
    
11. That should do it. Be sure to exit your CRM Outlook Client and reload to pickup the changes. Enjoy.
    
    
    
    NOTE: The Knowledge Base works while the CRM Outlook Client is online.

Frank Lee is the President of Workopia, Inc. - Microsoft CRM certified specialist serving small to medium businesses. Frank has been actively involved with Microsoft CRM implementations since Microsoft CRM v1.0 Beta.

► Microsoft CRM Links

► Microsoft CRM How To Articles

► Microsoft CRM Online Community