Knowledge Base

The Knowledge Base is designed to assist customer service representatives as they answer questions and resolve cases. It is a repository of information that is used by the customer service team but is visible to everyone. It consists of articles (documents) that are categorized by subjects.

To learn more about working with the Microsoft Dynamics 365 knowledge base, jump to the following sections:

How to Add Subjects to Dynamics 365

Within your Dynamics 365 knowledge base, you can build a categorized list of subjects called a subject tree. These subjects are used to organize cases, products, and knowledge base articles. Follow along below to learn how to add subjects in Dynamics 365.

  1. On the Navigation Bar, click Settings navigate to the Service Management section.
  2. Within the main screen, click Subjects. This will open a new window.View Add Subjects in CRM 2011
  3. Within the Common Tasks section, click Add a Subject.
  4. Within the Add Subject window, the title of the subject is required. The title is the name of the subject.
  5. If you populate the parent subject lookup field, then this subject will become a child subject. If you want to make this subject a parent subject then leave this field blank. This field is how you create the hierarchical structure.
  6. Once the applicable fields are complete, click OK. Now your subject is created.

How to Create an Article Template

You can set up article templates so that your knowledge base articles are consistently formatted. This way your users will be able to quickly locate information when reading the article. Article Templates consist of titled sections where the author of the article will add content. Each section provides the article author with directions on what type of content should be added in that section. You can have different templates for different types of articles.

  1. On the Top Navigation Bar, click Settings.
  2. On the Top Navigation Bar, click Templates.
  3. From the template page, click Article Templates.
     
    View how to create an Article Template in CRM 2011
  4. To create a new template, click the New button. Two new windows will open. You can modify existing templates by double clicking and opening one.
    CRM-New-Article-template
    View New Article Template in CRM 2011
  5. On the first smaller window it is required to name your template.
  6. You can also add a description and select which language you would like the template to be in.
  7. Once you’ve completed the applicable fields, select OK.
    CRM-window1
    View first window of new Article Template in CRM 2011
  8. Now you are on the second window. On the right hand side of the page, use the Common Task section to add and modify sections. The arrows will move a selected section up or down.
  9. When you are done working on your article template, on the top of the page click Save & Close. Once you save the Article Template the status is set to Active.

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How to Deactivate or Delete an Article Template

You can deactivate or delete the article template. When you deactivate a template it will not affect existing published articles. However, new articles will not be able to use that template. You can only delete a template if there are no existing articles using that template.

Check the Article Template that you would like to Deactivate or Delete.

To deactivate it, click More Actions, and a menu will appear. Here you can select to deactivate the template.

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View Deactivate Article Template in 2011

To delete the record, select the template and click the  X icon in the command bar.

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View Delete Article Template in CRM 2011

How to Create an Article

The Article is a document that helps customer service representatives resolve cases. Articles have to go through an approval process. Most users cannot see articles until they are approved. Articles can have the status of draft, unapproved or approved.

  1. On the Top Navigation Bar, click Service.
  2. On the Top Navigation Bar, click Articles.
  3. To create a new article, on the top command bar, select New. A new window will open.
  4. The next window that will open is where you can select which article template to use. Once you have selected your template click OK, and a new window will open.
  5. On the Article window, the title and subject are required. You can add key words and the content of the article.
  6. Once you are satisfied with your article, on the top ribbon select the Save button. You must click save before you can submit the article for approval.
    CRM-New-Article
    View Create New Article Form in CRM 2011
  7. After you save the article the submit button is no longer greyed out. Clicking Submit will start the approval process. Until you get the article approved the majority of CRM users will not be able to see it.CRM-article-submit
    View Submit Article in CRM 2011
  8. Now that article will have a status of Unapproved. You are able to edit, approve or reject the article at this stage.
  9. Users are able to add comments to suggest corrections or changes. To do this, on the top ribbon click the Add Article Comment button and this will open a new window where you can make your comments.CRM-comment-article
    View Add Comment in CRM 2011

    CRM-comment-tab
    View Comment on form in CRM 2011

  10. Once you’ve added a comment it appears at the bottom of the article page.
  11. Your organization will need to decide which users should be approving or rejecting articles. The Approve and Reject buttons are on the top ribbon within the Article record.
    CRM-approve-article
    View Approve/Reject Article in CRM 2011
  12. If you select Approve the article’s status will change to Published.
  13. If you select Reject a new window will pop open.
  14. In this window you explain why you are rejecting this article.
  15. Once you’ve added your comment, click OK.
  16. The rejection explanation will show up at the bottom of the record in the Comment section.
    CRM-article-reject
    CRMrejectcomment
    View Reject Article in CRM 2011
  17. After adding the rejection comment it will change the article’s status to Draft, and you could re-submit the article for approval.