Microsoft Dynamics® CRM Training

Publishing a Knowledge Base Article

Video Details

Customer service representatives use Knowledge Base Articles in Microsoft Dynamics CRM Online 2011 to answer questions about their business’ products or services.

A Knowledge Base is a collection of articles formalizing an organization’s customer-service wisdom. This could include frequently asked questions, data sheets, solutions to common problems, user guides, etc.

After any user submits a new Article, someone with sufficient privileges must approve it to publish it.

In this tutorial video, we demonstrate how to publish an Unapproved Article and how users can then search for published Articles in the database.

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