Microsoft Dynamics® CRM Training
Creating Article Templates
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Creating Article Templates
By default, Microsoft Dynamics CRM Online 2011 includes several templates for formatting Knowledge Base Articles. To view these Article Templates, navigate to Settings > Business > Templates and click Article Templates.
But what exactly are Article Templates? These are essentially the starting points, the blue prints if you will, for creating new Knowledge Base Articles. By default, your CRM Online system starts with four templates.
There is Procedure, which can be used to walk users through a process. The Question & Answer template can be used to answer a common question a customer may have. Maybe there is a common obstacle; the Solution to a Problem template would be helpful for such an occasion. Standard KB Article is intended to provide general knowledge about a given subject.
Once you open an Article Template, you can examine its properties, as well as the properties of each section. If you have the appropriate privilege in your Security Role(s), you can add and remove sections of these templates. If you do not have the appropriate privileges to do so, contact your System Administrator.
In order to create and modify Article Templates, you need the Create and Write Privileges, which can be found in the Service tab of each Security Role.
Say we need to create a new template that will meet the needs of our business. Pretend we're running a bike company, and we need to create a new product guide template that includes a section that specifies the product number of bike parts we will sell. Well, this is a simple process.
On the toolbar, click New.
This opens the Article Template: New form and we are immediately prompted to fill out the Article Template Properties dialog. So, we'll provide a Title, a Description, and designate the Language of this template. The Title will be "Product Guide". For the Description we'll say, "Details and location of product guide." And for Language we'll select English. Now click OK.
The dialog closes, and we can begin designing our new template. As you can see, we need to add a new section. In the Common Tasks pane on the right, click Add a Section.
The Add a New Section dialog appears. In the Title field, we'll type "Product Number." Notice that there is a red asterisk next to this field. That means we have to fill it out before clicking OK. We will also fill in the Instructions field so that users in our system who utilize this Template will understand the purpose of this section. Let's type in, "Specify the product number". Now click OK.
Now let's instruct our customer service representatives to provide the URL to a product guide for our customers. To do this, let's add another section by clicking Add a Section once again. Once the Add a New Section dialog appears, let's enter "Product Guide URL."
In the Instructions field, we'll type, "Enter the URL for the product guide." Now click OK.
CRM Online is now showing us a preview of what the end user will see when they use this template to create a Knowledge Base Article. Custom text will only appear under the titles once a new article is created from the template. To read the instructions of each section, simply hover the mouse pointer over the section and wait for the hover text to appear, or click on a section, and then click Section Properties in the Common Tasks pane to edit the instructions.
Before finishing our Article Template, we can rearrange the order of the sections by clicking any of them, and then using the green Up or Down arrows in the Common Tasks pane.
We can also alter the text font and size here in the Modify toolbar.
Now click Save to create the Article Template.
Our Article Template is now created. Now we can see what it would look like if a user in our organization needed to create an article with it. Navigate to Service > Knowledge Base and click New in the ribbon.
The Article Template dialog appears and we can see our template Product Number. If we select it, we see the Description.
If we click OK we can see the template in the Article editor, and we could start creating a new Knowledge Base Article from our template.
CRM Online provides many useful tools by default, such as templates for Knowledge Base Articles, but when the necessity to create your own template arises, you can do so easily.
Thanks for watching.