Microsoft Dynamics® CRM Training
Publishing a Knowledge Base Article
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Publishing a Knowledge Base Article
The contents of this tutorial video follow the lessons laid out in the video "Creating and Submitting a Knowledge Base Article". It is recommended that you watch that tutorial before this one.
Knowledge Base Articles in Microsoft Dynamics CRM Online 2011 are great resources for the users of your organization. Customer service representatives can refer to them quickly when they are answering questions about your business' products or services.
If a new question arises, a new Knowledge Base Article can be created to answer it.
In the tutorial "Creating and Submitting a Knowledge Base Article", you learned how to generate a new Article, and then submit it for approval.
Once an article is submitted, it appears in the view called Unapproved Articles so that it can be reviewed and approved by a user in your CRM Online system with Publishing privileges. It cannot be used by other Users until it is published.
In this tutorial, we will walk through the steps of publishing an Article that has been submitted for approval.
This task requires the Publish Articles privilege which is granted by the CSR Manager Security Role or any higher Security Role. If you do not have this privilege, contact your System Administrator.
We begin in the Service module. Click Knowledge Base in the left navigation pane. Above the view pane, click the name of the current view to open the drop-down menu of available views and select Unapproved Articles. We'll then check the box next to Mountain Bike Frame Recall. This article was created in the tutorial "Creating and Submitting a Knowledge Base Article".
Notice that since we have checked the box, we could now click Approve in the ribbon. This would publish the article and we'd be done. However, we can also publish the article by opening it. By opening the article, we can edit it and verify that it is complete. So we need to open it by clicking Mountain Bike Frame Recall.
In the opened article, we can make revisions as we see fit. We can edit the text, change the font, and even edit the keywords in the Key Words field. Keywords are important since they make finding the article easier when users in our system search for it.
We can also add comments to the article by clicking Add Article Comment in the ribbon.
Everything seems to check out, so let's publish this article. To do so, click Approve in the ribbon. Close the Article.
We are now returned to the Unapproved Articles view. Let's change the view to Published Articles to verify that the article is displayed there.
And here it is—published and searchable.
Now let's say we are a customer service representative and need to search for this article. In CRM Online, we can search for Knowledge Base Articles using article text, title, subject, number, or keywords.
The knowledge base search page can be accessed in two places in CRM Online. The first place can be accessed by clicking the Search Tools tab in the ribbon, in Knowledge Base, in the Service module. If the Search Tools tab does not appear, click in the Search field here on the right and the tab will appear.
The second place can be found in the Workplace module. Click Articles in the left navigation pane, and then click the Search Tools tab in the ribbon.
From here, you have many search options. A Full-Text Search allows you to search the content of the article.
A Keyword Search allows you to search articles by the Key Word field that the article author filled out. Remember the keywords for the product recall article we just published were "recall," "safety," and "warranty." This is a useful tactic to quickly find relevant articles, but it only works for articles that include those exact keywords.
Title Search looks through the article titles. Subject Search looks through the article subjects. Article Number Search looks for articles based on the article number.
We'll search for our article using Keyword Search. Click Keyword Search in the ribbon and leave Exact Words selected in the Type group. By leaving Exact Words selected, you're limiting the search to only exact matches. So if we enter "recalls" instead of "recall," we won't find our article. If you wish to expand the search, select Use like words in the ribbon.
In the Search field, we'll enter "recall" as the keyword and press the Enter key.
We are now presented with the Mountain Bike Frame Recall article. Since it is published, it is a read-only article and cannot be edited.
As you can see, publishing and searching for Knowledge Base Articles in CRM Online is a quick and simple process.
Thanks for watching.