Microsoft CRM 3.0 Service- 8523_06 by djarian

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									Chapter 6: Creating a Knowledge Base

CHAPTER 6: CREATING A KNOWLEDGE BASE
Objectives
Actively participating during this lesson helps you: • • • • Understand how to recognize the purpose of the Microsoft® CRM Knowledge Base. Understand the life cycle of Knowledge Base articles. Create Knowledge Base articles and article templates. Create, submit, reject, and publish Knowledge Base articles.

Overview
This lesson looks at the Microsoft CRM Knowledge Base, and discusses how organizations can browse, locate and share information in this repository. The lesson starts by creating, deleting, editing, and then discusses the other activities related to knowledge base management, such as publishing and unpublishing knowledge base articles.

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Knowledge Base
The Microsoft CRM knowledge base is a repository of your organization's information. This information is stored as articles, and is organized by subjects. It can contain many different types of articles, such as: • • • • • • Frequently Asked Questions (FAQs) Common problems and their solutions Schematics Product user guides Data sheets Release schedules

The knowledge base should include anything that would provide customer service representatives (CSRs) with the information that they need to answer questions about a product or service . CSRs can link an article to a case to track what information was given to the customer. Microsoft CRM provides the tools and templates to create, edit, and publish browser-based content about your organization's products and services.

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Scenario
Situation
Adventure Works Cycle has user manuals for their Mountain, Road, and Touring bikes. They must be available to users so they can answer questions related to the bikes and owner manuals, if they are required. They also have information related to dealer lists, recalls for bikes and components, and basic information about all the bike components they sell.

Goal
Adventure Works Cycle wants to make the information available to the service users to help answer customers' questions regarding them.

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Knowledge Base Concepts
Most businesses with a Service department need a central area to store information to help solve customer issues or questions. The Knowledge Base tool provides internal users with information about the organization's products and services that they use to answer frequently asked customer questions. This information is in the form of articles and is organized by subjects. The Knowledge Base in Microsoft CRM provides the following features: • • • • • All information is stored in one location. The information is consistently formatted. The information is consistently available. The information is visible to everyone in the organization. An advanced searching tool based on full text or key words.

The Knowledge Base provides an easy-to-use browse and search engine that lets users find the exact information that is required by searching against all the words in the Knowledge Base.
BEST PRACTICE: Considerations should be taken when deciding who has privileges to create, approve, reject, and publish KB articles. The articles are a major source for users to find information related to products, problems and resolutions, and company information. Additionally, article entry should be planned in advanced before entering data in the form to maintain consistency and accuracy.

Knowledge Base Terminology
Before discussing using the Knowledge Base tool, it is important to understand some of the objects used with the Knowledge Base. It is searchable by keyword and header text, and it supports a full-text search. Note the following objects: • • Article − An Article is a type of structured content that is published to the Knowledge Base and available for searching by for the user. Article Template − An Article Template is a template used to create an article, describing the sections and formatting required for the article. Article Comment − An Article Comment captures comments on articles.

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The Knowledge Base is similar to the other record types of Microsoft CRM, but there are also some differences in how the Knowledge Base works and is managed. The following are key points related to the Knowledge Base tool: • • Knowledge Base is structured using the Template and Article objects. Knowledge Base articles are created by using templates. A template provides an article structure that determines how content is displayed. The Knowledge Base Articles include the information published to users. Unlimited Knowledge Base templates and unlimited Knowledge Base articles can be created and stored. Knowledge Base articles cannot be assigned or shared. Knowledge Base articles are visible to all users who have the appropriate security privileges. Knowledge Base articles are organized by subjects. This enables for easy searching by subject with the Knowledge Base.

• • • • •

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The Life Cycle of Knowledge Base Articles
The Knowledge Base articles have a life cycle making sure that only approved articles are visible and available for application users to browse and search.

FIGURE 6-1: LIFE CYCLE OF THE KNOWLEDGE BASE ARTICLE

The approval process provides control. Knowledge Base article life cycle steps include the following: 1. When a new article is created, it is a draft article. Draft articles reside in the Knowledge Base Manager Draft folder in the Service Module. 2. As soon as a draft article is saved, it can be submitted for approval. Submitting a draft article moves the article from the Draft folder to the Unapproved folder to wait for review and approval. Unapproved articles may be Approved or Rejected. 3. As soon as an article is approved, the article is moved from the Unapproved folder to the Published folder. Published articles are visible to all users through Knowledge Base Search in Workplace. Any article that is Rejected is moved back to the Draft folder and the article status will be changed back to Draft mode. 4. When articles are published, they are read only.

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Note the following other considerations during the life cycle of an article: • • • Published articles might not be deleted, but might be Unpublished. Unpublished articles return to the Knowledge Base Manager Unapproved folder awaiting approval, rejection, or deletion. Draft, Unapproved, and Published articles might have comments associated with them through the Add Comment Action.

EXAMPLE: The Knowledge Base editor could add a comment to an article to explain why it was rejected and returned to a draft status so the author could make the appropriate revisions before re-submitting it for approval.

The status of Knowledge Base articles are: • • • • New (unsaved articles) Draft (in the Draft folder) Unpublished (in the Unpublished folder) Published (in the Published folder)

Working with Article Templates
Because the Knowledge Base is a Template and Article system, at least one article template must be created before an article can be created. By definition, a template provides structure for the content that is displayed. Note the following factors when creating article templates: • • • Presentation of information Titled sections Security privileges

One key benefit of having Knowledge Base templates is they enable for consistent presentation of information for Knowledge Base articles. Templates are made up of titled sections where text will be positioned when the article is created. Each titled section provides a description box where the template author can enter the instructions to guide the user creating the article on what type of information that should be entered in the Article. Only users who have appropriate security privileges can create Article Templates.

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Procedure: Creating an Article Template
1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings. In the Settings area, click Templates, and then click Article Templates. 3. On the Actions toolbar, click New. 4. In the Article Template Properties dialog box, type the new article title and description, and then click OK. 5. Add a section. 6. Reposition a section. 7. Remove a section. 8. Edit a section. 9. Use the tools on the Modify toolbar to format the text, font, and color of the article title, headings, and body text of each section. 10. Click Save or Save and Close.
NOTE: As Soon As an Article Template is saved, it becomes active and is available for users to create articles.

Deactivating and Activating Article Templates
If you want to make an article template unavailable for authoring new articles, you can deactivate it. The advantage of deactivating rather than deleting a template is that if you decide to use the template later, you can reactivate it. Deactivating a template removes it from the list of templates that are used to create new articles, but it is still listed in the Knowledge Base Template List View. Deleting a template removes it from the list of templates that are used to create new articles, and from the Knowledge Base Template List View.

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Procedure: Deactivating or Activating an Article Template
NOTE: An Article Template can be deactivated at any time necessary

1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings. In the Settings area, click Templates, and then click Article Templates. 3. In the list of templates, select the template you want to deactivate or activate. 4. On the More Actions menu, click Deactivate or Activate. 5. In the confirmation message, click OK. The status is listed in the Status column in the template list.

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Demonstration: Working with Article Templates
This demonstration illustrates how to create an article template in Microsoft CRM.

Scenario
The Service Manager with Adventure Works Cycle wants to create Knowledge Base Templates in Microsoft CRM. The Service Manager has chosen to create templates as they allow for consistent presentation for Knowledge Base articles.

Goal Description
The Service Manager is going to create an article template in Microsoft CRM.

Steps
NOTE: Because this task cannot be performed in the Microsoft CRM Client for Outlook, you are logging into the Microsoft CRM Web Application.

1. Log on to the Microsoft CRM Web Application: User ID: Roger Password: Pa$$w0rd 2. In the Navigation Pane, click Settings. 3. Under Settings click Settings, then in the Settings area click Templates, and then click Article Templates. 4. On the Actions toolbar, click New. 5. In the Article Template Properties dialog box, enter the information from the provided table and click OK Title Description Frequently Asked Questions Customer FAQs

6. In the Common Tasks area, click Add a Section. 7. In the Title, enter the information provided in the table, and click OK. Title Question 1

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8. In the Common Tasks area, click Add a Section. 9. In the Title box, enter the following information from the provided table and click OK. Title Answer

10. Click Save or Save and Close
BEST PRACTICE: Organizations should put strong thought into the type of templates used to create Knowledge Base Articles. Additionally, it is a good suggestion to limit the number of templates created to help avoid confusion of which template to use when you create Articles.

FIGURE 6-2: ARTICLE TEMPLATES

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Creating Articles
Articles in the knowledge base are a key resource for your customer service representatives (CSRs) and provide the information that they need to answer your customer's commonly asked questions about a product or service. You can create new articles using a predefined template that provides structure and formatting. When you create the article, you include title, subject, and keyword information. Changes to the knowledge base are not immediate. Microsoft CRM automatically updates the catalog index every 15 minutes to reflect changes, including new, deleted, or edited articles.

Procedure: Create an Article
NOTE: This task must be completed using the Microsoft CRM Web Client.

1. In the Navigation Pane, click Service, then Knowledge Base. 2. On the Actions toolbar, click New. 3. In the Select a Template dialog box, select the template you want to use, and then click OK. 4. In the Title box, type a title for the article. 5. In the Subject box, click Lookup. 6. In the Subject Lookup dialog box, select the subject you want, and then click OK. 7. In the Keywords dialog box, type the keywords that are relevant to this article and separate each keyword with a comma. To increase the likelihood that the words users search with will return the right articles, include alternate spellings and terminology in the keywords, such as bike, bicycle, and trike. 8. To write the content, click in a section of the form and begin typing. Use the editing tools on the Formatting toolbar to format your work. 9. Click Save or Save and Close. Microsoft CRM automatically moves the article into the Draft folder in the Knowledge Base area.

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NOTE: Web site Addresses can be referenced in Knowledge Base articles. This could be very useful if additional information is included on a Web site. NOTE: Although Cases cannot be linked to the Knowledge Base, they can be used as a different type of Knowledge Base. The Description field in the Case form can be used in the Advanced Find tool to research Resolved Cases and how the similar cases were resolved. For more information about Cases refer to the 'Case Management' Lesson

Submitting an Article
As soon as the article is saved, it is available to be submitted for publishing, and it can be moved to the Unapproved folder in the KB Manager. Note the following factors when submitting an article: • • • Draft articles Unapproved folder options Article rejection

Any user who has appropriate privileges can submit a draft article for publishing. From the Unapproved folder, a KB editor can review, edit, reject, or approve articles. If an article is rejected, the Reject Article dialog displays and allows the editor to make comments regarding why the article was rejected.

Procedure: Submitting an Article for Approval
1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. Click the Draft folder, and then select the draft article you want to submit for approval. 3. On the Actions toolbar, click Submit. 4. In the confirmation message, click OK. Microsoft CRM moves the article into the Unapproved folder.

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Finding Information in the Knowledge Base
The Search Tab reveals several fields in the search pane. One or more search criteria can be specified to find the article related to what the user is seeking. The In Article fields' uses one of the following criteria to search for the text entered in the Search For field: • • • • Full Text − Full Text searches search the complete Knowledge Base based on the value entered in the Search For field. Article Keyword − The keyword search limits the search to the data entered in the Keywords field of the article. Article Title − Article title limits the search to the Title field of the articles in the Knowledge Base. Article Number − The Article Number filter limits the search to the system-generated article number that is created when an article is created.

The options drop-down list allows for a broader search by selecting Like Words related to text in the Search for field, while the Exact Words option searches only for the specific words entered in the Search For field.

FIGURE 6-3: FINDING INFORMATION IN THE KNOWLEDGE BASE

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Browsing Articles
Browse can be used to locate articles by subject and sub-categories of information. When you browse subjects, articles are displayed in the List View of the Knowledge Base. As each Subject area is selected, published Knowledge Base articles appear in the list view.
BEST PRACTICE: Because the Knowledge Base uses Subjects to organize the articles, during the initial implementation, be sure to take the time you need to create a thorough and relevant list. Make sure to build a logical, consistent subject catalog that is easy to browse for Products, Cases, and Knowledge Base articles.

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Demonstration: Create an Article
This demonstration illustrates how to create Knowledge Base Articles in Microsoft CRM.

Scenario
The Service Representative has received many calls from customers asking how to find a bike that is the best fit for them. The Service Representative wants to place this question and answer to the Adventure Works Cycle Knowledge Base.

Goal Description
The Service representative needs to create a new article in Microsoft CRM. This article will include a question and relevant answer information.

Steps
NOTE: Because this task cannot be performed in the Microsoft CRM Client for Outlook, you are logging into the Microsoft CRM Web Application.

1. Log on to the Microsoft CRM Web Application: User ID: Roger Password: Pa$$w0rd 2. In the Navigation Pane, click Service, and then click Knowledge Base. 3. On the Actions toolbar, click New. 4. In the Select a Template dialog box, select the 'Question and Answer' template, and then click OK. 5. In the Title box, enter the information from the provided table. Title Tips on buying the right bicycle for you.

6. In the Subject box, click the Lookup button. 7. In the Subject Lookup dialog box, select Bikes then the 'Bicycle General' subject and then click OK. 8. In the Keywords dialog box, enter the information from the provided table.

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9. Type the keywords that are relevant to this article and separate each keyword with a comma. Keywords bikes, buying, general, fit, size, right, bicycle

10. In the Question and Answer sections, enter the following information from the provided table. 11. To write the content, click in a section of the form and start typing. Question Answer How do you select the perfect bike or, a bike that best fits you? If you are looking for a perfect fit, our bike department can calculate your measurements and fit you with a new bike that best matches you and your needs.

12. Click Save or Save and Close. Note: Microsoft CRM automatically moves the article into the Draft folder in the Knowledge Base area. 13. Submit the article.

FIGURE 6-4: CREATING AN ARTICLE

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Changing Article Contents
During article updates, the article is not available. After making changes, you must approve and republish the article.
NOTE: Changes to the knowledge base are not immediate. Microsoft CRM automatically updates the catalog index every 15 minutes to reflect changes, including new, deleted, or edited articles.

Procedure: Edit an Article
1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. Do one of the following: Select a published article a. On the Article Queues tab, click the Published folder and select the article that you want to edit. b. On the Actions toolbar, click Unpublish. c. In the confirmation message, click OK. Microsoft CRM moves the article from the Published folder to the Unapproved folder. There you can revise and resubmit the article for approval and publication. Select an unpublished article a. On the Article Queues tab, click the Draft folder or Unapproved folder to display the list of articles. b. Open the article that contains the content you want to change. 5. In the Title box, type a title for the article. 6. In the Subject box, click Lookup. 7. In the Subject Lookup dialog box, select the subject you want, and then click OK. 8. In the Keywords dialog box, type the keywords that are relevant to this article and separate each keyword with a comma. To increase the likelihood that the words users search with will return the right articles, include alternate spellings and terminology in the keywords, such as bike, bicycle, and trike. 9. To write the content, click in a section of the form and begin typing. Use the editing tools on the Formatting toolbar to format your work. 10. Click Save or Save and Close.

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Adding and Deleting Article Comments
You can use comments to collect corrections and additions to an article. All customer service representatives can add comments to a published or unpublished article. After the comments are incorporated into the revised article, the comments can be deleted.

Procedure: Add or Delete a Comment
1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. On the Article Queues tab, click the Draft, Unapproved, or Published folder to display the list of articles, and then open the article to which you want to add or delete a comment. 3. Click the Comments tab. – Add a comment.Delete a comment. 4. Click Save or Save and Close.

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Approving and Publishing, or Rejecting an Article
Approving and Publishing an Article
Once the contents of the article are verified for grammar, spelling, and content accuracy, it can be approved. Approving an article is the process of publishing an article to the Knowledge Base. The following are results of publishing an article: • • • • Published articles are moved from the Unapproved folder to the Published folder. Published articles are marked as read-only and cannot be edited. Published articles are available in the Knowledge Base for browsing or searching. From the KB Manager, comments can be added to the published article at any time for users with appropriate security privileges.

Rejecting an Article
By default, every time an article is rejected through the review process, the following actions are performed: • • • A new comment is created, with the comment title, "Article Submittal − Rejected." The article is moved back to the Draft folder. The status of the article is changed to Draft.

Procedure: Approve and Publish, or Reject an Article
1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. On the Article Queues tab, click the Unapproved folder, and open an article that is pending approval. 3. After you have reviewed the article, on the Actions toolbar, click: – Approve to approve the article, and then click Close. Microsoft CRM moves the approved article into the Published folder in the Knowledge Base area. – OR – Reject to reject the article.

–

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4. If you reject the article, the Provide a Reason dialog box appears. Type a comment or explanation to the author in the box, and then click OK. 5. Click Save or Save and Close. Rejected articles are returned to the Draft folder for revision.

FIGURE 6-4: PUBLISHED ARTICLES

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Unpublishing and Deleting Articles
If you decide an article is obsolete or incorrect, you can unpublish it temporarily, make any changes, and then republish it. Articles can also remain unpublished indefinitely. Unpublishing articles performs the following actions: • • The article is removed from the Knowledge Base for browsing and searching. The article is moved back to the Unapproved folder for: – – – editing, rejection, or deletion.

Draft and Unapproved articles can be deleted from Microsoft CRM. To delete a published article, select the Unpublish button from the Toolbar. Then delete it from the unapproved folder.

Procedure: Unpublishing an Article
1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. On the Article Queues tab, click the Published folder, and then select the article you want to remove from the list. 3. On the Actions toolbar, click Unpublish. 4. In the confirmation message, click OK. Microsoft CRM moves the article from the Published folder to the Unapproved folder. There you can revise and resubmit the article for approval and publication.

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Summary
Articles in the knowledge base (A database that internal users can browse or search in to find information about the organization's products and services, often to answer commonly asked questions from customers). This information is in the form of articles and is organized by subjects. The Knowledge Base is searchable by keyword, header text, or full text. A feature in Microsoft CRM that provides a process for drafting, submitting, reviewing, and publishing knowledge base articles. Users with manager-level security privileges can approve, reject, add comments to, and unpublish articles that are submitted for review.) are a key resource for your customer service representatives (CSRs) and provide the information that they need to answer your customer's commonly asked questions about a product or service ( A type of work performed by one or more resources that is schedulable and sold to customers. ) .

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Test Your Knowledge
1. Where is the Knowledge Base located in Microsoft CRM? a. On the Home Page b. In the Workplace c. In the Service Module d. In the Sales Module 2. Which of the following is not a stage in the life cycles of a knowledge base article? a. Draft b. On Hold c. Published d. Unapproved 3. Which of the following is not one of the statuses of a knowledge base article? a. Published b. Rejected c. New d. Draft 4. What tab is not available to aid with searching the knowledge base? a. Full Text b. Abbreviated Text c. Article Title d. Article Number 5. How is a knowledge base article published? a. Through the Article Queues tab approve a Draft article b. Through the Article Queues tab approve an Unapproved article c. Through the Workplace pull up the Knowledge Base menu d. Through the Home Page go to the Settings Menu

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6. What is the key step to change a published knowledge base article? a. Reject the published article b. Move the article to unpublished status c. Delete the existing article d. Move the article to Draft status 7. What must you do after adding comments to a knowledge base article? a. Save the comment b. Save the article c. Send an email to have the comment published d. Move the article to draft status because of the comment

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Lab 6.1: Creating, Submitting, and Publishing Knowledge Base Articles
Introduction
In this Lab you create, submit and publish a Knowledge Base Article. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B.

Scenario
The Service Representative creates a new case for Margie's Travel regarding the cracked frame, then creates an activity to contact Quality Control regarding any defects with the Road-650. Quality Control informs The Service Representative that there is a flaw with the Road-650, and they ask him to create a Knowledge Base article.

Goal Description
The Service Representative is required to create a Knowledge Base Article using the 'Solution to a Problem' Article Template. The Service Representative wants to inform customers that Adventure Works Cycle has decided to offer a free replacement for all defective Road-650 bikes. To qualify for this offer the customer is required to provide Adventure Works Cycle with their account information, and a time and date they would like to have the defective bike collected and replaced with a new model.

Challenge Yourself!
Using the information in the Scenario create and publish the new Knowledge Base Article.
NOTE: Because this task cannot be performed in the Microsoft CRM Client for Outlook, you are logging into the Microsoft CRM Web Application.

Log on to the Microsoft CRM Web Application as Roger Van Houten: Login Username: Password: roger Pa$$w0rd

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Need a Little Help?
1. Log on to the Microsoft CRM Web Application as Roger Van Houten. Login Username: Password: roger Pa$$w0rd

2. Use the information provided in the table to create a Knowledge Base article using the 'Solution to a Problem' template. Title Subject Keywords Problem Solution Road-650 Defect Bike General Bike, Defect, Road-650, Road, fault Road-650 is defective Customer must provide a time and date that they would like to have the defective bike collected and replaced. Ask for Bike barcode information

Additional Comments 3. Save and submit the article.

4. Approve and Close the article.

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Lab 6.2: Reviewing, approving and rejecting Knowledge Base Articles
Introduction
In this Lab you review, approve, and reject Knowledge Base Articles. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B.

Scenario
The Customer Service Manager wants to see if any new knowledge base articles have been submitted. The customer service representative has submitted multiple knowledge base articles for approval. The Customer Service Manager reviews and approves the Crank Basics, and Adventure Works Cycle Recalls articles, and deletes the article titled: Dealer List and Requirements as this article is lacking the detail needed, so he rejects this article.

Goal Description
Review knowledge base articles and approve or reject each of them.

Challenge Yourself!
Using the information in the Scenario approve and reject the Knowledge Base Articles.
NOTE: Because this task cannot be performed in the Microsoft CRM Client for Outlook, you are logging into the Microsoft CRM Web Application.

Log on to the Microsoft CRM Web Application as Roger Van Houten Login Username: Password: roger Pa$$w0rd

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Need a Little Help?
Log onto the Microsoft CRM Web Application as Roger Van Houten Login Username: Password: roger Pa$$w0rd

1. Review the article titled: Crank Basics unapproved knowledge base article. Approve this article for publishing. 2. Review the article titled: Adventure Works Cycle Recalls unapproved knowledge base article. Approve this article for publishing. 3. Review the article titled: Dealer List and Requirements unapproved knowledge base article. Reject this article for publishing. 4. Review the published articles

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Quick Interaction: Lessons Learned
Take a moment to write down three Key Points you have learned from this chapter: 1.

2.

3.

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