Microsoft Dynamics® CRM Training
Commenting on an Article
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In Microsoft Dynamics CRM, Articles serve as a knowledge base for users. They can cover procedures, question & answers, solutions, etc. You can build a powerful knowledge base by carefully creating and approving Articles. There is another feature you can use to improve your organization’s knowledge base: comments.
In this lesson, I’ll demonstrate how to add and view comments for Articles. This task requires privileges found in all default Security Roles.
Comments are great for relaying feedback from customers regarding an Article, or for augmenting the content of an Article. While there is a Notes area in Articles, dedicating the Comments area for feedback and changes is recommended. This way the Notes area can hold attachments and other items that are dedicated to the content of the Article.
There are a few ways to add a comment to an Article, and each is quite simple. The first is the most straight-forward. From an open Article record, simply click Add Article Comment in the ribbon.
The Comment on This Article dialog opens. Here, I can give this Comment a Title, and then enter text in the body. When I am done, I can click the OK button to close the dialog. If I scroll down the Article, I see that it appears in the Comment sub-grid. The title is listed, as well as the creator and modification date. I can open the Comment to edit it and read what it says.
The second way to add a comment is to click the Comment sub-grid, and then click Add Article Comment in the ribbon. This opens the same dialog and I follow the same process to create the comment.
The third way a comment can be added is through rejection. If I open the Unapproved Articles View, I see that I have an Article that has been submitted for my approval called “Sample Submit”. Say I open this proposed Article and read through it. I like it, but it isn’t quite ready to be approved. What I can do is click Reject in the ribbon. When I do this, the Provide a Reason dialog opens where I have to indicate why this Article was rejected. Once I click OK, the comment is created and appears in the sub-grid where the creator of the Article can find it and read my comment.
Articles can be great tools for users to improve their skills and proficiencies in a number of areas. Comments are designed to improve Articles, thus making them an even more valuable resource.
For more tips, tricks, and tutorials, please refer to the Success Portal and blog.xrm.com.