Where is the Knowledge Base in Dynamics CRM 2011?

Paul Nieuwelaar, 23 February 2011

In Dynamics CRM 4.0 the Knowledge Base (KB as we like to say for short) is a place where you can create articles, whether it is a Procedure, Question & Answer, Solution to a Problem, or a Standard KB Article. You can also view which articles are Drafts, Unapproved, or Published.

Then under workplace, you can click on Articles, and search for an Article from the Knowledge Base. However unlike the Quick Search most other entities use, this search allows you to perform more complex searches, such as just searching keywords or title text.

In Dynamics CRM 2011 however, there is only one area for creating, viewing, and searching for articles, no longer do you need to switch between Knowledge Base, and Articles to search for records. It is now all combined into the one area called “Articles”, which is still available from the Workplace and Service areas.

The Articles in Dynamics CRM 2011 still work exactly the same as in Dynamics CRM 4.0, but they have now made it look more familiar to other entities.

As you can see, the views of Draft, Unapproved, and Published are now displayed under the available views. Also when you click into the Quick Search box, a new section appears on the ribbon that allows you to maximize your search, just like before, only now it is more familiar for the end user.

In my next few blogs I will be showing some more features of Articles in Dynamics CRM 2011, and how they can help your business. Stay tuned.