Published articles can be searched for by article text, title,
number, or keywords. Additionally, you can browse the subject tree
to find all articles for a specific subject. The knowledge base search
page can be accessed in two places in Microsoft Dynamics
CRM:-
In the Service area, by clicking the Articles option in the
entity navigation pane and then clicking the Search Tools tab on
the ribbon
-
In the Workplace area, by clicking the Articles option in
the entity navigation pane and then clicking the Search Tools tab
on the ribbon
From both locations, Microsoft Dynamics CRM provides the options
shown in the following table to browse or search for specific articles
in the knowledge base in your system.
In this exercise, you’ll submit a keyword search to retrieve the
bike frame recall article published in the previous exercise.
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 Customer Service Representative security
role or another role with privileges to read subjects and articles,
and you need the Mountain Bike Frame Recall article you published in
the previous exercise.
-
In the Service area, click
Articles to view the article
queue.
-
In the Quick Find field, enter recall as the keyword.
-
As you begin to enter text in the Quick Find search box, the Search Tools ribbon tab displays. Click the
Keyword Search button. Leave the Exact
Words button selected in the Type group.
-
Back near the Quick
Find field, click the Search button.
Tip
The Exact Words option limits your search to those
articles that match your keyword exactly. For example, if you
enter “recalls” in your search, Microsoft Dynamics CRM will not
return an article that has “recall” listed in the keyword field.
You can expand your search to include articles with keywords that match a portion of your search terms
or a keyword that is similar to your search terms by clicking
the Use Like Words button.
-
Double-click the bike frame recall article in the results
pane to view the article. Note that the article is read-only and
cannot be edited.
Note
CLEAN UP Close the knowledge base article.
