Knowledge Base Article Management in CRM – MB2-714 Notes

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

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