Академический Документы
Профессиональный Документы
Культура Документы
Introduction
This lesson explores the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate, and share information using this repository. The lesson starts by exploring key concepts governing the Knowledge Base and the lifecycle for Knowledge Base articles. It then covers the process for creating, editing, and deleting article templates, articles and article comments as well as other activities related to knowledge base management, such as publishing and unpublishing Knowledge Base articles.
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The Knowledge Base should include anything that would provide customer service representatives (CSRs) with the information they need to answer questions about products or services (A type of work performed for a customer by one or more resources. Services are schedulable activities). CSRs can link an article to a case (A customer service issue or problem reported by a customer and the activities that customer service representatives use to resolve it.) to track what information was given to the customer. Microsoft Dynamics CRM provides the tools and templates to create, edit, and publish browser-based content about your organization's products and services. The Knowledge Base in Microsoft Dynamics CRM provides the following benefits: All information is stored in one location. The information is consistently formatted. The information is consistently available. The information is visible to everyone in the organization with the appropriate permissions. The Knowledge Base can be searched based on article number, title, full text, keywords, or subject.
Most businesses with a service department need a central area to store information to help solve customer issues or questions. The Knowledge Base tool provides internal users with information about the organization's products and services that they use to answer frequently asked customer questions. This information is in the form of articles and is organized by subjects.
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BEST PRACTICE: Considerations should be taken when deciding who has privileges to create, approve, reject, and publish Knowledge Base articles. The articles are a major resource for users to find information related to products, problems and resolutions, and company information. Additionally, article entry should be planned in advanced before entering data in the form to maintain consistency and accuracy.
The Knowledge Base is similar to the other record types in Microsoft Dynamics CRM, but there are also some differences in how the Knowledge Base works and is managed. Knowledge Base articles are created by using templates. A template provides an article structure (sections) that determines how content is displayed. You can create and store an unlimited number of templates and articles. BEST PRACTICE: Organizations should take the time to design good Knowledge Base templates and limit the number of templates created to avoid confusion over which template to use when creating articles. Access to the Knowledge Base articles is governed by user privileges. Articles cannot be assigned or shared; users either have access to them or do not. Knowledge Base articles are visible to all users who have the appropriate security privileges. The contents of a Knowledge Base article can be emailed to any of the following: accounts, contacts, leads, queues, or users. Knowledge Base articles can also be attached to a case. The articles are searchable. They are organized by subject to enable easy searching.
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5. To format the text, click the arrow next to Modify and select the article title, headings, or body text for the sections. Use the options on the Modify toolbar to format the text, font, font size, and color. 6. Click Save and Close. NOTE: As soon as an article template is saved, it becomes active and is available for users to create articles.
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Scenario
The Service Manager with [user business] wants to create Knowledge Base templates in Microsoft Dynamics CRM for Frequently Asked Questions. The Service Manager will create templates since they provide a consistent structure and presentation for Knowledge Base articles. Goal Description The Service Manager will create an article template in Microsoft Dynamics CRM.
Steps
1. In the Navigation Pane, click Settings, then click Templates, and then click Article Templates. 2. On the Actions toolbar, click New. 3. In the Article Template Properties dialog box, enter the information from the provided table and click OK. Title [Title] Description [Description] Language English 4. In the Common Tasks area, click Add a Section.
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BEST PRACTICE: To increase the likelihood that the words users search with return the correct articles, include alternate spellings and terminology in the keywords, such as bike, bicycle, and trike. 7. To write the content for the article, click in a section of the form and begin typing. Use the editing tools on the Formatting toolbar to format the work. 8. Click Save and Close. NOTE: Web site addresses can be referenced in Knowledge Base articles. Referencing URLs can be useful if additional information is included on a web site.
NOTE: Although cases cannot be linked to the Knowledge Base, they can be used as a different type of Knowledge Base. The Description field in the Case form can be used in the Advanced Find tool to research Resolved Cases and how similar cases were resolved. For more information about cases refer to Lesson 17, Case Management.
Submitting an Article
Once the article is saved, it can be submitted for publishing. Any user who has appropriate privileges can submit a draft article for publishing. Once it is submitted, it moves to the Unapproved folder in the Knowledge Base Manager. From the Unapproved folder, a Knowledge Base editor can review, edit, reject, or approve the article. If an article is rejected, the Reject Article dialog displays so the editor can make comment as to why the article was rejected.
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Steps
1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. On the Actions toolbar, click New. 3. In the Select a Template dialog box, under Language, select the language the template will use. Under Internal Templates, select the Question & Answer template. Click OK. 4. Under Title, enter [title for article]. 5. Under Subject, enter the subject of this article. Click the Lookup icon to search for a subject. 6. Under Keywords, type the keywords that are relevant to this article separated by commas: [keyword1, keyword2, keyword3, keyword4]. 7. In the body of the article, enter: Question: [question for this article] Answer: [answer for this article] 8. Click Save and Close. NOTE: Microsoft Dynamics CRM automatically moves the article into the Draft folder in the Knowledge Base. 9. In the article list, select the article and then click Submit.
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Summary
Knowledge Base articles are a key resource for customer service representatives and provide the information that they need to answer your customer's commonly asked questions. Knowledge Base articles are created through a standard process that ensures quality control checks. They are stored in the Knowledge Base database, which enables internal users to browse the information by subject, or search by article number, keyword, title, and full text. Knowledge Base article templates provide a system for structuring the information entered into the Knowledge Base. Microsoft Dynamics CRM provides a process for drafting, submitting, reviewing, and publishing Knowledge Base articles. Users with manager-level security privileges can approve, reject, edit, add comments to, and unpublish articles that are submitted for review.
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Live Cycle
2. Which of the following is not a stage in the life cycle of a Knowledge Base article? ( ) Draft ( ) On Hold ( ) Published ( ) Unapproved
Search
4. What method is not a valid way to search for a Knowledge Base article? ( ) Full Text Search ( ) Abbreviated Text ( ) Title Search ( ) Article Number
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Reject an Article
6. When a article is rejected from being published the article is sent to which folder? ( ) Draft ( ) Unapproved ( ) Published ( ) Approved
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Challenge Yourself!
Using the information in the Scenario create and publish the new Knowledge Base Article. NOTE: Because this task cannot be performed in the Microsoft Dynamics CRM Client for Outlook, log into the Microsoft Dynamics CRM Web Application.
Step by Step
1. Use the information provided in this table to create a Knowledge Base article using the Solution to a Problem template. Title [product name Defect] Subject [subject] Keywords [keywords1, keyword2, keyword3, keyword4] Problem [product name] is defective
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2. Click Save and Close. 3. Select the created article in the Draft folder and click Submit. In the Confirm Submittal dialog box, click OK. 4. Select the article from the Unapproved folder and click Approve. In the Approve Confirmation dialog box, click OK. 5. Select the Published folder and note that your article appears. (If you need help, refer to the procedure Approve, publish, or reject an article).
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Challenge Yourself!
Using the information in the Scenario approve and reject the Knowledge Base articles. NOTE: Because this task cannot be performed in the Microsoft Dynamics CRM Client for Outlook, log into the Microsoft Dynamics CRM Web Application.
Step by Step
1. Log onto the Microsoft Dynamics CRM Web Application as Ben Burton. The Username is Ben and the password is Pa$$w0rd. 2. Create two articles, using the procedure in the previous lab. Give one the title [article 1], and one the title [article 2]. Submit both the articles. 3. Log off, and then log on as Stefan Delmarco, the CSR Manager. The username is Stefan and the password is Pa$$w0rd. 4. Navigate to the Unapproved folder in the Knowledge Base. 5. Review the Knowledge Base article titled: [article 1] in the Unapproved folder. Click Approve for publishing.
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Solutions
Test Your Knowledge
Edit an Article
1. Before you can edit a published Knowledge Base article, which step must be done? ( ) Approve the article ( ) Reject the article () Unpublish the article ( ) Submit the article
Live Cycle
2. Which of the following is not a stage in the life cycle of a Knowledge Base article? ( ) Draft () On Hold ( ) Published ( ) Unapproved
Search
4. What method is not a valid way to search for a Knowledge Base article? ( ) Full Text Search () Abbreviated Text ( ) Title Search ( ) Article Number
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Reject an Article
6. When a article is rejected from being published the article is sent to which folder? () Draft ( ) Unapproved ( ) Published ( ) Approved
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