From the course: Microsoft Dynamics CRM: Customer Service
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Knowledge management, online only - Dynamics CRM Tutorial
From the course: Microsoft Dynamics CRM: Customer Service
Knowledge management, online only
- [Narrator] One of the challenges for any customer service organization is how to take the wealth of knowledge that the customer service reps and customer service managers have and share that broadly with other folks who are trying to solve the same types of problems. The Interactive Service Hub has a great knowledge management system, and you can add items to this system. The process looks something like this. You'll author an article. That article will then be sent for review and perhaps in your organization that goes to your manager or a customer service manager. Perhaps there's someone who's responsible for reviewing most or all of the articles in a particular area or for specific products. After review, the author or someone else who's been assigned, finishes or finalizes the article and it is then published and available. I could add a couple of more steps here because in fact, after we've published an article, it's still good to go back on a periodic basis and update if…
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