Articles used to be called Knowledge Base, or KB, in earlier versions of CRM. It is a common repository where users can share their experience and solutions for common issues and customer questions.
An Article has a small predefined workflow:
1. Anyone with the right permissions can create Articles.
2. Articles are submitted for review.
3. A higher-level-permissions user reviews Articles and then approves or rejects them.
4. When approved, Articles are published.
Figure 10.29 shows the steps in this workflow.
Before you start writing Articles, consider the following things:
Be sure to prepare the right ...