This post is part of my MB2-714 exam series of articles and contains my notes relating to knowledge base article management in CRM 2016 which is an important element of the MB2-714 exam for CRM.

This post covers the following required areas –

• Search for articles
• Associate an article with a case
• Use knowledge base articles to help resolve cases
• Create, manage and maintain knowledge base article templates
• Create, modify and publish knowledge base articles
• Format articles
• Attach knowledge base articles to email messages

Continue reading “Knowledge Base Article Management in CRM – MB2-714 Notes” →