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Heartland Business Systems LLC

Lost But Not Forgotten – Dynamics CRM Knowledge Base Articles

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Everyone has probably heard the expression that your employees are your most valuable asset. It’s easy to make that argument when you stop and try to quantify the value of the knowledge about your business and its products a few long term employees have. A great way to document and share that experience with other employees and customers using Dynamics CRM is to leverage the built in Knowledge Base.

Are Knowledge Base Articles difficult to create?

With a few minutes of setup, your users can start documenting complex procedures or solutions to frequently asked questions by your customers.

  1. Define your templates – set up an outline of the information you are looking to capture
  2. Set up subjects – ties in to your CRM Subject Tree to better organize your content
  3. Start creating – choose a template and subject, then add your content

How do I use the Knowledge Base?

Found in the Service area, the Articles section lists all of the available records. From here you can quickly change between views, and sort based on the available columns. However to truly search the available material, navigate to Search Tools in the ribbon at the top of the window and you will unlock advanced options like full-text and keyword search.

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For more information on Knowledge Base Articles in Dynamics CRM 2011 contact Avastone Technologies at (920) 687-4108, or

By, Jason Lattimer, Software Developer, Avastone Technologies LLC, Microsoft Dynamics CRM Partner – Fox Cities and Milwaukee WI

3 Responses to “Lost But Not Forgotten – Dynamics CRM Knowledge Base Articles”

  1. Jillian says:

    Great article! The basics to CRM are very well explained through Snapforce CRM software. Snapforce offers live demonstrations using the system so you’re not lost in the loop. I strongly recommend Snapforce to further your business. In addition they also offer FREE trials that you can utilize at your covenience.
    For more information please visit

  2. Angel says:

    Hi! Thanks for the post. I had to do customer relationship management and after a long research I found the KB tool of ProProfs the best option. It has many features to make things work easily. Worth a try definitely. want to know more check this link:

  3. knowledgebase software says:

    At one time or another, every company I’ve ever worked for has said ‘we should really build a knowledge base on that topic’, or something


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