Utilizing the Knowledge Base

The Knowledge Base is an area of Microsoft Dynamics CRM where you can both store your own Knowledge Base articles (KBAs) and manage the review process that creates your Knowledge Base articles. Look at Figure 17.8. One of the advantages of storing Knowledge Base articles within Dynamics CRM is that you can associate Knowledge Base articles with specific cases. If you use the Microsoft Dynamics CRM customer portal, you can also share these articles with your customers.

Figure 17.8. Knowledge Base article status.


One of the most frequently asked questions when it comes to the Knowledge Base is whether it’s possible ...

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