Collaborate with colleagues while writing or editing your articles. Review suggestions, corrections, and additions in the comments on an article and then update the article based on these comments. When you're done, send your article to a manager for approval. Once approved, it is available in search results, to view, or to share with colleagues and customers after about 15 to 20 minutes.
Follow the steps for the app you're using.
If using the CRM web application
On the nav bar, click or tap Microsoft Dynamics CRM > Service.
Service appears on the nav bar.
Then, click or tap Service > Articles.
If using CRM for Outlook
Click or tap your organization.
Click or tap Service > Collateral > Articles.
To create a new article: Click or tap +New.
To edit an article, open the article from the list.
If you are creating a new article, in the Select Template dialog box, select a language and template that you want to use to create the article, and click or tap OK.
If you need other templates, you can request your system administrator or customizer.
Type or modify information in the text boxes.
Hovertips provide hints about what to enter.
All articles are initially created in a Draft state. To publish the articles, a manager must approve these.
In the Actions group, click or tap Submit.