Knowledge base entities
Applies To: Microsoft Dynamics CRM 2013, Microsoft Dynamics CRM Online
In Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online, a knowledge base is a collection of articles with one or more headers. It is searchable by keyword, header text, title, and subject. It also supports full-text search.
With the knowledge base, you can manage the distribution of product and service information for a business unit. Answers to users' questions can be stored in the knowledge base. The underlying content organization is displayed in the subject tree.
The knowledge base architecture consists of a metadata-driven repository that makes it possible to link questions to various types of content (such as documents, articles, graphics, and webpages) as document indexes. Also supported is a structured knowledge base article and template system.
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Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online
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