An articles library is a collection of technical documents, how-to’s, procedures, bug fixes, and other documents. These documents are all meant to make it easier to resolve customer service issues.
Once you have solved a customer service or technical support issue, it’s a good idea to document your solution process in the articles library. This way, the next time a technician runs into the same issue with a customer, it will be easier for him or her to efficiently resolve the issue.
Outlook 2010/Internet Explorer:
In the Navigation Pane, click Service and then Articles.
On the Articles tab in the Records group of the ribbon, click the New button.
Select a language, and then choose from one of your existing templates.
Click OK.
Add a title, subject, and keywords for the article.
In the editing area, type the content for this article.
Click Save and Close.
Outlook 2003/2007:
In the Navigation Pane, click Service and then Articles.
On the Articles menu, click the New button.
Select a language, and then choose from one of your existing templates.
Click OK.
Add a title, subject, and keywords for the article.
In the editing area, type the content for this article.
Click Save and Close.
Once you have written an article, it automatically is categorized in the Draft queue. This allows you to make changes to it while you are investigating the topic. When you are confident that the article is ready for publication, you can submit it for approval.
Outlook 2010/Internet Explorer:
In the Navigation Pane, click Service and then Articles.
On the left, click the Drafts queue.
Highlight the article you’d like to submit for approval.
On the Articles tab in the Actions group of the ribbon, click the Submit button.
Outlook 2003/2007:
In the Navigation Pane, click Service and then Articles.
On the left, click the Drafts queue.
Highlight the article you’d like to submit for approval.
On the Articles menu, click the Submit button.
After a knowledge-base article has been submitted for approval, it is moved into the Unapproved Articles view. From here, it can be either deleted or approved. Until the article is approved, it will not become a part of the searchable knowledge base.
Outlook 2010/Internet Explorer:
In the Navigation Pane, click Service and then Articles.
Click the view drop-down and select the Unapproved Articles option.
Highlight the article you’d like to publish.
On the Articles tab in the Actions group of the ribbon, click the Approve button.
Outlook 2003/2007:
In the Navigation Pane, click Service and then Articles.
Click the view drop-down and select the Unapproved Articles option.
Highlight the article you’d like to publish.
On the Articles menu, click the Approve button.
If you use a knowledge-base article to resolve a customer’s issue, but you find that the document is slightly out of date, you can add a comment to the article. Comments appear in the Comments form section of the knowledge-base article.
Outlook 2003/2007/2010/Internet Explorer:
In the Navigation Pane, click Service and then Articles.
Double-click a knowledge-base article to open it.
In the Actions group of the ribbon, click the Add Article Comment button.
Add your comment, and click OK.
A knowledge base is a collection of technical documents, how-to’s, procedures, bug fixes, and other documents. These documents are all meant to make it easier to resolve customer service issues.
If a customer calls with an issue, one of your first actions should be to search the knowledge base to see if anyone else in your company has resolved the issue and documented it. You can perform a keyword search, full text search, title search, or article search.
Outlook 2010/Internet Explorer:
In the Navigation Pane, click Service and then Articles.
A list of articles should appear.
Click on the Search tab of the ribbon. In the Options group, you can configure your search.
In the Quick Find field, enter your search terms and click the search icon.
A list of matching articles should appear.
Outlook 2003/2007:
In the Navigation Pane, click Service and then Articles.
A list of articles should appear.
Click on the Search menu. Here you can configure your search.
In the Quick Find field, enter your search terms and click the search icon.
A list of matching articles should appear.
You may find it useful to print an article. Just like with most screens in Microsoft Dynamics CRM, you’ll find a Print Preview button on the file tab.
Outlook 2003/2007/2010/Internet Explorer:
Double-click a relevant knowledge-base article to open it.
On the File tab, click the Print Preview button.
A print preview appears. Click the Print button.
