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Microsoft Dynamics® CRM 4.0 Step by Step by Jim Steger Mike Snyder Kara O’Brien, and Brendan Landers

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Chapter 12. Using the Knowledge Base

Chapter at a Glance

Using the Knowledge Base

In this chapter, you will learn to

Create and submit a knowledge base article.

Publish a knowledge base article.

Search for a knowledge base article.

Remove an article from the knowledge base.

Create and modify a knowledge base article template.

In the previous chapter, you learned how to manage service requests in Microsoft Dynamics CRM. Whether your organization tracks the questions, comments, and problems submitted by your customers as cases in Microsoft Dynamics CRM or elsewhere, over time there will probably be common themes or patterns in the service requests. This should make recurring ...

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