Microsoft Dynamics® CRM Training

Creating Article Templates

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A knowledge base is a library of Articles that service personnel can use when helping customers with support cases, either by referring to them during service calls or by sending them to customers as self-help resources.

Microsoft Dynamics CRM Online 2011 has built-in knowledge base support including four Article Templates that help ensure new Articles are written in consistent formats such as questions and answers, procedures, etc.

In this tutorial video, we demonstrate how users can create additional Article Templates defining other formats.

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