Dynamics CE - Service · 2019. 6. 3. · Dynamics CE - Service. Senior Consultant, Dynamics CE....

Dynamics CE - Service

Senior Consultant, Dynamics CE

[email protected]

Kanika Bailey

The Lifecycle of the Knowledge Article

/ 4Think Digital Customer Conference 2019

CONTENTS

• Lifecyle of the Knowledge Article• Definition of Each Stage• Using Tools within Dynamics CE to Manage at Each Stage

• Turn a Sharepoint or Wiki “Junk Drawer” into an Intuitive Information Library

• Organize• Optimize• Energize• Advertise


Part I: Lifecycle of the Knowledge ArticleThere will be prizes for correct answers!


CSR writes/revises draft article

Approver reviews and

approves the article

Publisher moves the article to

scheduled state

System job publishes the

article on specified

publishing date

On expiration date, article

moves to expired state

Content reviewer moves article to

draft and provides

feedback on revisions needed


Lifecycle of the Knowledge Article

• Articles that need to be reviewed and submitted for approval

• Can be edited in this status

Part 1

DRAFT• Articles that have been reviewed

for clarity, correctness and grammar are set to Approved

• Approved articles appear in the Knowledge Manager dashboard

APPROVED



• Scheduling articles allows them to be published based on upcoming business events, such as a product release

Part 2

SCHEDULED• Articles are visible in any

Knowledge Base enabled entity and externally via portal, if enabled

• Articles are shown based on matching keywords, titles and/or descriptions

PUBLISHED



• These articles are reverted to draft status for review and revision if applicable

• They are not shown in the KB by default

Part 3

EXPIRED• Articles are not show in KB by

default• Are not editable in this status

ARCHIVED


The Lifecycle of a Knowledge ArticleSample Image of Published Article


Part II: Transforming the Junk Drawer into an Intuitive Customer Support Tool


Organize, Optimize, Energize, Advertise!



• Organize• How to apply the OOB process to your organization• What a Knowledge Manager is and why you need one• How to create an automated process for publishing and expiring articles

• Optimize• How to enable Relevant Search• How to add knowledge article functionality to other entities

What We Will Cover



• Energize• How to add images to your knowledge articles• How to embed video in your knowledge articles

• Advertise• How to promote your new knowledge management• Why it may make sense to promote to your customers

What We Will Cover


ORGANIZE

• Is there an existing resource for articles? Can it be used?• If so, does the current material need to be updated?

• Determine a process for creating new articles• Will these be done by a team?• Who will approve the articles?

• Will you need an expiration process?• Once an article is expired, can it be revised and used again?

• Can you use the feedback functionality?

How to apply standard Dynamics CE functionality


DEMO: Article Approval Process


ORGANIZE

• Person with full control of the knowledge management system

• Ability to create, approve, publish, expire articles

Knowledge Manager

What is a Knowledge Manager?

• Point of contact for all things KM• They have the ability to own the

process and keep it flowing smoothly

Why you need one


ORGANIZEOut of Box Knowledge Manager Permissions


ORGANIZECreate an automated process for publishing and expiring articles

By selecting “In the Future”, you are able to select a date and time for the article to be published.

Same for the Expiration Date. Set the date and a system job will revert the article to “draft” status on the date and time you specify.


DEMO: Scheduling Articles


OPTIMIZE

• Optimize articles with Relevant Search

• Relevant Search is disabled by default

• Configure entities first THEN enable to protect sensitive data

How to apply Relative Search


OPTIMIZE

• Relevance Search delivers fast and comprehensive search results in a single list

• Relevant Search is hosted by Azure Search

• Only available for cloud environments (no on prem)

How to apply Relative Search


OPTIMIZE

• Knowledge article search functionality has been added to Cases by default

• Leverage it for other teams, such as Sales

• Enable the entity (can be custom)

How to enable Custom Entities for Knowledge Mgt


OPTIMIZE

• The Knowledge Base Search control must be added to the form

• Search results can be filtered

• Articles can also be shown in user’s default language (setup required)

How to enable Custom Entities for Knowledge Mgt


DEMO: Setting up KM on an Entity


ENERGIZE

• Energize text articles with images, such as screen shots

• Embed video files into your articles

Add Embedded Video and Images to Articles


DEMO: Adding images to Knowledge Article


ADVERTISE!

• Promote to all teams internally

• Get feedback form users, especially the group that is expected to use it

• Use the new KM tool as a reason to reach out to your customers

Promote the new Knowledge Management Functionality


Q&A Time!!

Dynamics CE - Service · 2019. 6. 3. · Dynamics CE - Service. Senior Consultant, Dynamics CE....

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Transcript of Dynamics CE - Service · 2019. 6. 3. · Dynamics CE - Service. Senior Consultant, Dynamics CE....