After you have created a knowledge base article in Microsoft
Dynamics CRM, the article is saved as a draft. When you submit the
article, it is moved to an Unapproved article view so it can be reviewed by a
customer service manager and either rejected for further revisions or
approved into the searchable knowledge base. A knowledge base article
cannot be searched by other users before it is published.
When first building your knowledge base, you might ask other
members of your team to contribute articles. Microsoft Dynamics CRM
allows users with the Customer Service Representative security role to create
and submit knowledge base articles; however, additional security privileges are required to approve articles
into the Published view, where they can be searched and referenced by
other users.
Tip
The Publish Articles security privilege can be modified on
the Service tab of any security role. To grant article publishing rights to a user, contact your system
administrator.
The submit-and-publish process for articles allows many members
of a team to contribute articles, but as a best practice, only a few
team members should be able to review the articles and publish them
into the knowledge base. Those with publishing rights should be tasked
with making the articles as comprehensive and accurate as
possible.
In this exercise, you’ll publish the article submitted in the
previous section into the knowledge base.
Note
SET UP Use the Internet
Explorer web browser to navigate to your Microsoft Dynamics CRM
website, if necessary, before beginning this exercise. You need a
user account that has the CSR Manager security role or another role
with privileges to publish knowledge base articles, and you need the
Mountain Bike Frame Recall article you created in the previous
exercise.
-
In the Service area, click
Articles.
-
Select the Unapproved
Articles view from the view selector, and then select the
mountain bike frame recall article without opening it.
-
On the Articles tab of the ribbon, in the Actions group, click the Approve button to designate the article as
approved.
Tip
You can approve multiple articles by selecting all of the
articles you want to publish and then clicking the Approve button. Alternatively, you can also
publish an individual article from a submitted Article
form.
The Article Approval Confirmation dialog box
appears.
-
In the dialog box, click OK.
-
Change the view back to the Published
Articles view and verify that the article is displayed
there.
