After you have created a knowledge base article in Microsoft Dynamics CRM, the article is saved as a draft. When you submit the article, it is moved to an Unapproved article queue so it can be reviewed by a customer service manager and either rejected for further revisions or approved into the searchable knowledge base. A knowledge base article cannot be searched by other users before it is published.
When first building your knowledge base, you might ask other members of your team to contribute articles. Microsoft Dynamics CRM allows users with the Customer Service Representative security role to create and submit knowledge base articles; however, additional security privileges are required to approve articles into the Published queue, where they can be searched and referenced by other users.
Tip
The Publish Articles security privilege can be modified on the Service tab of any security role. To grant article publishing rights to a user, contact your system administrator.
The submit-and-publish process for articles allows many members of a team to contribute articles, but as a best practice, only a few team members should be able to review the articles and publish them into the knowledge base. Those with publishing rights should be tasked with making the articles as comprehensive and accurate as possible.
In this exercise, you’ll publish the article submitted in the previous section into the knowledge base.
Note
USE a user account that has the CSR Manager security role or another role with privileges to publish knowledge base articles, and use the bike frame recall article you created in the previous exercise.
BE SURE TO use the Internet Explorer Web browser to navigate to your Microsoft Dynamics CRM Web site, if necessary, before beginning this exercise.
In the Service area, click Knowledge Base, select the Unapproved article queue, and then select the mountain bike frame recall article without opening it.
In the grid toolbar, click the Approve button to mark the article as approved.
Tip
You can approve multiple articles by selecting all of the articles you want to publish and then clicking the Approve button. Alternatively, you can also publish individual articles from the Article form.
The Article Submittal Confirmation dialog box opens.
In the dialog box, click OK.
View the Published queue and verify that the article is displayed there.
