Create templates for articles

Article templates help you create new articles for your organization's knowledge base library. You can also create templates with boilerplate text to help article writers use consistent language and messaging.


This experience is applicable only to legacy Articles entity and not the new Knowledge Article entity.

  1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. In the web app, go to Settings (Settings.) > Advanced Settings.

  3. Select Settings > Service Management.

  4. Select Article Templates.

  5. To create a new article template, select New.

  6. In the Article Template Properties dialog box, type the new article title, select the language, and then select OK.

  7. To add a section, in the Common Tasks area, select Add a Section, and specify the following:

    1. In the Title box, type a title.

    2. In the Instructions box, type a description of the information that users should provide in this section when they use this template.

      When a user creates a new article with this template, these instructions appear in the body text for this section, and disappear when the user starts typing.

  8. To reposition a section from the template, select the section you want to reposition, and in the Common Tasks area, select the green arrows to move the section to the position you want.

    When you select a section, its border turns green and the border lines become solid.

  9. To remove the section, select the section you want to remove, and in the Common Tasks area, select Remove a Section.

  10. To edit a section, select the section you want to edit, and in the Common Tasks area, select Section Properties. Edit the title and description.

  11. To format the text, font, and color of the article title, headings, and body text of each section, use the tools on the Modify toolbar.

  12. When you're done, select Save or Save and close.

    After you save the template, it is immediately available for use. If the template is not complete and you want to finish it later, you can save the template, deactivate it (make it ready-only), and then complete it later. When the template is complete, you can reactivate it.


If you need to back up your templates, or export them for use in a different implementation, you can export them as part of exporting customizations. More information: Export your customizations as a solution.

See also

eBook: Use KB articles to help your customers