After an article has been published to the knowledge base, it cannot be edited by any users,
regardless of their security roles. So what happens when the product
guide included in an article is updated or the recall period for a
product ends? Articles can be unpublished from the knowledge base for updates or revisions, or they can be
removed by being deleted from the database. Each knowledge base
article must be in one of the three article views in Microsoft Dynamics CRM—Draft, Unapproved, or
Published. Articles can move from one view to another as
follows:
Tip
The availability of these actions varies based on the security
privileges for each user. If you do not see one or more of the above
options on the Article form’s ribbon, you might not have the
necessary security privileges to perform that action.
Tip
As articles move through each view, users can add comments to
indicate updates that need to be made or other notes about the
article. The comments are available on a tab of the Article form so
that users can quickly reference the notes for each article.
However, the comments are not searchable.
In this exercise, you’ll unpublish the article approved in the previous section
and assign it back to the Draft view so it can be updated with
additional information about the product recall.
Note
SET UP Use the Internet
Explorer web browser to navigate to your Microsoft Dynamics CRM
website, if necessary, before beginning this exercise.
-
Open the Published
Articles view in Microsoft Dynamics CRM.
-
In the Published
Articles view, locate the mountain bike frame recall
article.
-
Select the article and, in the Actions group of the Articles ribbon tab, click the Unpublish button.
The Article Unpublish Confirmation dialog box
appears.
Tip
This dialog box appears only when you unpublish one or
more articles from the list view.
-
Click OK to verify that you
want to unpublish the article.
-
Go to the Unapproved
Articles view and open the currently unapproved mountain
bike frame recall article.
-
In the Actions group on the Article ribbon tab, click the Reject button to move the article to the Draft view so that a customer service representative can
update it with additional recall information.
-
When the Provide a
Reason dialog box appears, enter the following reason for
rejecting the article: Update with serial numbers for recall
information.
-
Click OK to reject the
article and move it back to the Draft view.
-
In the Article form, click
the Comments tab in the entity navigation pane to verify that
the rejection note is displayed in the list, so that the customer
service representative knows what updates are needed for the
article.
-
Double-click the comment to view the additional details
about why the article was rejected.
-
Click OK to close the Comment on This Article dialog box.
Note
CLEAN UP Close the
article.
