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Maximizing Your Sales with Microsoft® Dynamics™ CRM 2011 by Adam Kachinske, Timothy Kachinske, Edward Kachinske

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Chapter 14. Using the Articles Library

Creating articles

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.

Task A Creating articles

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.

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