Microsoft Dynamics® CRM Training
Searching for Articles
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Articles in Microsoft Dynamics CRM, serve as a knowledge base for users. Articles can be used as resources for procedures, question & answers, solutions to problems, customer responses, etc.
What good is a deep knowledge base though with no means to find the right Article? Microsoft Dynamics CRM uses the built-in functionality of the quick search feature to help users easily find Articles.
In this scenario, I want to find an Article that teaches me how to qualify Lead records. This is an Article that I made for this organization, not an out-of-the-box one.
To find this Article, I’ll navigate to the Articles entity in the Workplace module. This is a list of published Articles in my organization. As you can see, there are only five right now, so searching for one would be quite easy. But I’m going to pretend there are hundreds of Articles here and I need to find the one about qualifying Leads.
To search for this Article, I can click the Search tab in the ribbon, or I can click inside the quick search field. Either way, the ribbon now shows me a variety of search filters. In the Options section, I can search by full text, keyword, title, subject, and article number.
If I want to search by subject, I can click Subject in the Subject section. This opens a dialog where I can select the Subject and then click OK. Notice that the Subject displays on the ribbon so I know in which Subject I am searching.
If I select another filter in the Options section, I can then choose whether to search for the exact words or similar words. I assume that the word “qualify” is in the title of the Article I am looking for, so I’ll select “Title Search” and “Exact Words”.
I then enter the search in the quick search field. Dynamic CRM returns the results and I have found the Article I am looking for. Notice that the title of this Article doesn’t start with the word “qualify”, yet it found this one anyways. I don’t have to enter an asterisk before the search if I want to look for titles that contain the word “qualify”.
What if I don’t know how the word “qualify” is used in the title? What if it is “qualified”, or “qualifying”? If I search for one of those words in with the currently selected filters I won’t get any results.
If I don’t know the exact spelling of the word, I can instead select the Use like words filter to perform my search. Sure enough, I find the Article no problem.
The search tool for Articles is simple, yet effective. These filters can help users quickly find the resources they need to solve a number of issues.
For more tips, tricks, and tutorials, please refer to the Success Portal and blog.xrm.com.