In CRM 2015 Online, I see that Knowledge Base Articles are built-in to the default Case form. However, they seem very scattered and non-functional. There are several references to KB Articles (including a red-letter text to contact my administrator, which requires Parature to implement), but only one of the fields actually allows you to search through KBA's. In that field, you have to start from scratch by either browsing by subject or using search terms.
What I'd like to accomplish is that when a user chooses a subject from the Subject field in the Case form, I can auto-populate relevant KBA's that also match the chosen subject somewhere on the Case form. Since KBA's contain the Subject field as well, I would think the relationship is already established. I also want to retain the functionality in which a user can click the "Show article" checkbox and view the article from within the Case form. Here is a screenshot as an example:
It has proven difficult as I think there is custom programming hard-coded into CRM that allows the show article function to work.
Has anyone tried this?