- was available for a long time for Customer Service / Cases
- now available for Field Service, also offline
- rich text including pictures, hyperlinks etc.
- Pictures aren’t available offline [improve@microsoft]
![](https://grados.eu/wp-content/uploads/2021/06/image-15-1024x967.png)
Directly available in Field Service menu now:
![](https://grados.eu/wp-content/uploads/2021/06/image-16-1024x715.png)
![](https://grados.eu/wp-content/uploads/2021/06/image-21-1024x987.png)
- can be associated to Cases, Work Orders, Customer Assets, Products & Incident Types
![](https://grados.eu/wp-content/uploads/2021/06/image-17.png)
- Knowledge Articles are taken over from a Case into the Work Order, if the Work Order is created out of that Case
- also if Knowledge Articles are associated with a Customer Asset and/or Incident Types, Knowledge Articles are automatically available at the Work Order
![](https://grados.eu/wp-content/uploads/2021/06/image-19-527x1024.png)
And remember: if you have a Portal, your Knowledge Base is thought to be exposed to your customer base from there as well.
Sources:
Microsoft: https://youtu.be/W4SKfynrjXU
Last Updated on July 6, 2021