Articles
Articles used to be called Knowledge Base, or KB, in previous versions of CRM. It is a common repository where users can share their experience and solutions for common issues and customers’ questions.
Articles has a small predefined workflow:
1. Anyone with the right permissions can create articles.
2. Articles are submitted for review.
3. A higher-level permissions user reviews articles and approves or disapproves them.
4. When approved, articles are published.
Figure 10.29 shows the steps involved in this workflow.
Figure 10.29 Knowledge Base workflow.
Before you start writing articles, it is important to consider the following things: ...
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