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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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Creating and Modifying Article Templates

Microsoft Dynamics CRM includes several templates for formatting knowledge base articles. The templates typically contain one or two sections, such as a Question section and an Answer section, which provide the people tasked with creating knowledge base articles with content and formatting guidelines for each article type. You might want to add a section to an existing template or even create a custom template to capture knowledge base information specific to your organization. Customer service managers can change section heading names and add instructional text to article templates, as well as modifying the font face, size, and color.

For example, assume that the customer service manager at the bike company ...

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