{"id":3289,"date":"2016-07-18T14:30:19","date_gmt":"2016-07-18T09:00:19","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=3289"},"modified":"2016-07-18T14:30:19","modified_gmt":"2016-07-18T09:00:19","slug":"insights-for-basics-of-knowledge-articles-in-dynamics-crm-2016","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2016\/07\/insights-for-basics-of-knowledge-articles-in-dynamics-crm-2016\/","title":{"rendered":"Insights for Basics of Knowledge Articles in Dynamics CRM 2016"},"content":{"rendered":"

Microsoft has introduced a new knowledge management system for Dynamics CRM Online 2016 Update and Dynamics CRM 2016 On-Premises. This new system enables users to create rich knowledge articles, which also supports embedding external multimedia content like images and videos in the form of links. It also allows translations and versioning for the articles.<\/p>\n

You can create and update knowledge articles only on Interactive Service Hub. To create new knowledge article follow the below mentioned steps:<\/p>\n

    \n
  1. Go To Settings \u2192 Interactive Service Hub\"Knowledge<\/a><\/li>\n<\/ol>\n
      \n
    1. It redirects you to a new screen where you can create new Knowledge Article by following path: Service \u2192 Knowledge Articles\"create<\/a><\/li>\n<\/ol>\n
        \n
      1. It will further redirect you to new window where you can see your articles. To create new article click on New button.\"create<\/a><\/li>\n<\/ol>\n
          \n
        1. Here you can fill the information for your article and save article by clicking on save button.\"KB<\/a><\/li>\n<\/ol>\n
            \n
          1. Business Process Flow:<\/li>\n<\/ol>\n

            A typical knowledge management process like authoring, reviewing, approving or rejecting an article, publishing an article is enabled out of the box through business process flow. We can find a business process flow on an article as shown in below screenshot.\"KB<\/a><\/p>\n

            In authoring state, you can find below options. To go into next step you have to fill all the fields data as all fields are required in this step. We can set keywords and Subject of the knowledge article in this pop up window. In addition, we can Assign Primary Author for this article. To go to next stage make Mark for Review as Completed. Then click on Next Stage-><\/p>\n

            \"Restore<\/a><\/p>\n

            It will go into Review stage of knowledge article. Here we have to approve or reject the knowledge article. If we rejects the knowledge article then we have to give the reason for it. By approving the knowledge article, we can go to the next stage of the Business Process Flow that is Publish stage.<\/p>\n

            \"Business<\/a><\/p>\n

            In this stage, we have to Set Product Association as completed and we have to set the Expiration Date of this article. After that close this pop up window of publish stage.<\/p>\n

            \"publish<\/a><\/p>\n

            Now you can publish this article by clicking on Publish button, which is there in ribbon bar.<\/p>\n

            \"Publish<\/a><\/p>\n

            If you directly want to publish, the article without following above steps you can do it.<\/p>\n

            In CRM 2016, they have introduced a new security role as Knowledge Manager, which is having all the permissions related to knowledge articles.<\/p>\n

              \n
            1. As discussed above Knowledge Article is having following mentioned states.<\/li>\n<\/ol>\n