Franchise Software: Franchisee and End-Customer Relations

Maximize your Knowledge

Take advantage of the integrated Microsoft CRM knowledge base for instant access to manuals, frequently asked questions, and troubleshooting tips. Your company may have product guides, data sheets, and schematics that everyone should have access to, but hard copies of these items are easily lost and quickly outdated. You can make critical knowledge available to everyone on your team by capturing it in knowledge base articles with Microsoft Dynamics CRM. The knowledge base can be a storehouse of useful information and resources. Articles can contain solutions to common problems, procedures, user guides, and other information that helps CSRs give your customers timely and accurate service.

As articles move through the process, Microsoft Dynamics CRM moves them into the appropriate folder: Draft, Unapproved, Published. Anyone with a CSR or CSR Manager security role can write and submit articles for approval, but only someone with the CSR Manager security role can view the Unapproved folder to approve or reject articles. When an article is rejected, the author can revise and resubmit it. When an article is approved, it is automatically published to the knowledge base and available to the rest of your organization.

Don't just reject something without telling the author why! Microsoft Dynamics CRM allows you to comment on articles so that there is no confusion about what needs to be revised to make the article publishable.

Microsoft Dynamics CRM uses templates to determine the layout and formatting of an article. Templates are frameworks for articles and usually contain two or more sections. Microsoft Dynamics CRM includes several article templates that you can use right away. To ensure that articles contain all the necessary information, you can customize existing templates with meaningful section headings, instructional text, and even boilerplate text that describes the information to include in each section.

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