dynamics ce - service · 2019. 6. 3. · dynamics ce - service. senior consultant, dynamics ce....
TRANSCRIPT
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Dynamics CE - Service
Senior Consultant, Dynamics CE
Kanika Bailey
The Lifecycle of the Knowledge Article
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/ 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
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Part I: Lifecycle of the Knowledge ArticleThere will be prizes for correct answers!
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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
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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
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Lifecycle of the Knowledge Article
• 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
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Lifecycle of the Knowledge Article
• 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
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The Lifecycle of a Knowledge ArticleSample Image of Published Article
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Part II: Transforming the Junk Drawer into an Intuitive Customer Support Tool
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Organize, Optimize, Energize, Advertise!
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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
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Organize, Optimize, Energize, Advertise!
• 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
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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
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DEMO: Article Approval Process
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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
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ORGANIZEOut of Box Knowledge Manager Permissions
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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.
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DEMO: Scheduling Articles
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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
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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
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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
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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
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DEMO: Setting up KM on an Entity
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ENERGIZE
• Energize text articles with images, such as screen shots
• Embed video files into your articles
Add Embedded Video and Images to Articles
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DEMO: Adding images to Knowledge Article
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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
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Q&A Time!!