Microsoft Dynamics CRM includes several templates for formatting
knowledge base articles. 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
modify the font style, size, and color.
For example, assume that the new customer service manager at the
bike company wants to make sure that part numbers are included for all
product articles. To ensure that this information is included in the
knowledge base articles created by the customer service team, the
manager will update each template with a new section called Product
Number.
In this exercise, you’ll create a new product guide template
that includes a section specifically for the product number.
Important
The CSR Manager security role in Microsoft Dynamics CRM has privileges
to create and modify article templates. If the role has been altered
in your environment or you do not have rights to modify the
templates, contact your system administrator. Rights to modify
article templates are configured on the Service tab of each
security role.
Tip
If you do not want your customer service team to use one of
the templates included with Microsoft Dynamics CRM, you can remove
the template from the Select A Template dialog box that displays
when a new article is created. You do this by deactivating the
template. To deactivate a template, click Templates in the Settings
page, and then click Article Templates. Select the template you want
to remove, and select the Deactivate option in the More Actions menu
in the grid toolbar.
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 create and update article templates.
-
In the Settings area,
navigate to the Templates section,
and then click Article
Templates.
-
On the grid toolbar, click the New button to create a new article
template.
Tip
The article template area does not display a contextual
ribbon. You will access menu options for grid records through
the grid toolbar.
-
In the Article Template
Properties dialog box that appears, enter the following
values:
-
Click OK. The New Article Template form appears.
-
In the Common
Tasks pane on the right side of the form, click the
Add a Section button.
-
In the Add a New
Section dialog box, enter the following values:
-
Click OK.
-
Click the Add a Section
button again to add a second section to the template.
-
In the Add a New
Section dialog box, enter the following values:
-
Click OK.
-
Click the Save button to create the new article template.
Tip
The instructions entered in the template will be displayed
when new articles are created from the template, so use the
Instructions field to provide as much detail as possible for the
people creating your articles. In addition to listing the
desired content in the Instructions field, you might also consider
providing sample formatting or other examples.
Note
CLEAN UP Close the article
template.
