Microsoft Dynamics CRM 2011 Unleashed

Articles

Articles enable users to quickly and easily search the company’s knowledge base. The knowledge base is set up and maintained in the Service area and can contain information such as product specifications, company procedures, and common solutions to customer and employee problems, or anything that you want to make available to users.

Figure 7.56 shows a sample knowledge base article that exists in our sample Microsoft Dynamics CRM system.

Figure 7.56 Knowledge base article.

Using this knowledge base article as our example, we can use the Articles tab to search for it among the many knowledge base articles that might exist.

Using the search ...