Setting up a comprehensive knowledge base is the key to increased customer satisfaction and improved productivity. A knowledge base is created to help the customer service reps with solutions to the most common issues, so that they can assist customers quickly.
- You define the structure and purpose of the article in Article Templates (available from Service Management settings in unified interface).
- You can create templates for various purpose such as for recording Procedure or Question and Answer or Solution to a problem or maybe a Standard KB Article. These can be used as a base by the customer service reps to create various articles in the system.
- There is no limit on creating Article Templates.
- Inactive Article Templates cannot be used in template selection.
Scenario
- Tech Quantum gets a lot of request on how to setup Chart of Accounts correctly in Business Central.
- A lot of training participants ask for similar step by step training tech notes.
- Tech Quantum has decided to create Articles for the step by step procedure.
- A support engineer creates an Article Template which can be used to create step by step procedural articles.
Process
Go to Service Management > Article Template, from the Customer Service Hub.
Perform the following steps:
- Click New to create a new template.
- Specify Name, Title, Keywords, Subject and Description. Also specify if it is for internal or external purpose.
- Use the Designer or HTML area to create a template and use the Preview function to see how it will look like.
- Save the template.
- Use the Approve functionality, to approve the template (usually done by another person based on roles).
- Then Publish the Article Template, so that it is available for use.
Now, click Service > Knowledge Articles. Create a new knowledge article based on a template.
Once Created Approve and Publish the KB Article so that it is available in search.
Go to an open case, in the related section, click on the Knowledge Based Search icon, and try searching for the KB Article.
If you find the article click Link to link it with the case. You can also Email the article as well to the customer.
