Hi Earl-
Great topic. Integrated Knowledge management is an area where we see lots of interest with Microsoft Dynamics CRM. There are typically two areas where we see this happen: Using natively functionality in our Knowledge Base and/or integration with Document Management and Collaboration solutions like Microsoft Office SharePoint Server.
Natively, CRM's integrated Knowledge Base and customizable Article templates - we see customers standardizing policy, FAQs, and detailed standard operating procedures directly from within a centralized system.
With Microsoft Office Sharepoint Server (MOSS), we see best-in-class document creation, collaboration and approvals of information and collateral that support such policies.
In the future, we look to align these two great offerings and drive tight integration between them to unify detailed policy with supporting documentation to drive real value for customers.
How does this align with solutions you are creating for your customers?
Bill Patterson
Director, Product Management
Microsoft Corporation
