Microsoft CRM has a database storing all the information at a centralized location known as knowledgebase. When some formatting is applied on this information for the purpose of presentation then that formatting is known as template and after we apply template to information then we get article.
The most important factor in knowledgebase is its organization. An unorganized knowledgebase may lead to slow searching of knowledgebase and corruption of data. Microsoft CRM provides many readymade templates but you can also make your own templates and apply them to the articles. The security is another feature of this knowledgebase system in Microsoft CRM as administrators can define the editors those who can add articles to the knowledgebase. Also there is a feature of approval i.e. after a draft article has been completed then it cannot be shown on the website unless it has been approved/published by the administrators.
Later after the articles have been approved they can be seen at the CRM’s site and can also be searched from there. Publishing of knowledge base helps customers and employees to know about new policies and latest developments in the company. Also many times knowledge base can contain FAQs and help. Thus they help in improving the efficiency of Microsoft CRM Sales, Microsoft CRM Marketing and Microsoft CRM Service. So with a availability of a knowledgebase the complete Microsoft CRM system gets affected in a very positive manner.
