Microsoft Dynamics® CRM 2011 Step by Step

Chapter 11. Using the Knowledge Base

Chapter at a Glance

In this chapter, you will learn how to

• Creating and Submitting a Knowledge Base Article

• Publishing a Knowledge Base Article

• Searching for a Knowledge Base Article

• Removing an Article from the Knowledge Base

• Creating Article Templates

In the previous chapter, you learned how to manage service requests in Microsoft Dynamics CRM. Whether your organization tracks the questions, comments, and problems submitted by your customers as cases in Microsoft Dynamics CRM or elsewhere, over time there will probably be common themes or patterns in the service requests. This should make recurring cases easier to ...