Published articles can be searched by article text, title, number, or keywords. Additionally, you can browse the subject tree to find all articles for a specific subject. The knowledge base search page can be accessed in two places in Microsoft Dynamics CRM:
In the Service area, by clicking Knowledge Base in the left navigation pane, and then selecting the search type.
In the Workplace area, by clicking Articles in the left navigation pane.
From both locations, Microsoft Dynamics CRM provides the following options to browse or search the knowledge base articles in your system.
Search option | Description |
|---|---|
Article Queues | Lists articles by status in one of three queues: Draft, Unapproved, or Published. |
Full Text Search | Searches article content based on the text you enter. |
Keyword Search | Searches articles by the keyword field that the article’s author completed. This approach is useful for quickly finding relevant articles but requires the author to properly complete the keywords field. |
Title Search | Searches article titles based on the text you enter. |
Article Number Search | Searches articles based on the article number you enter. |
Subject Browse | Lists articles by the assigned subject values. |
In this exercise, you’ll submit a keyword search to retrieve the mountain bike frame recall article published in the previous exercise.
Note
USE a user account that has the Customer Service Representative security role or another role with privileges to read subjects and articles, and use the mountain bike frame recall article you published in the previous exercise.
BE SURE TO use the Internet Explorer Web browser to navigate to your Microsoft Dynamics CRM Web site, if necessary, before beginning this exercise.
In the Service area, click Knowledge Base to view the article queue.
Click the arrow next to Article Queues, and select Keyword Search from the list.
In the Search for field, enter recall as the keyword. Leave Exact Text selected in the Options field, and then click the Search button.
Tip
The Exact Text option limits your search to those articles that match your keyword exactly. For example, if you enter recalls in your search, Microsoft Dynamics CRM will not return an article that has recall listed in the keyword field. You can expand your search to include articles with keywords that match a portion of a word or a similar word by selecting Use Like Words.
Double-click the mountain bike frame recall article in the results pane to view the article. Note that the article is read-only and cannot be edited.
