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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Interactive Knowledge ...
Microsoft Dynamics CRM (Archived)

Interactive Knowledge Base?

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Posted on by Maddybel 265

Hey,

Our organization is trying to create a way for customer service reps to acknowledge that they have completed certain steps in a process. For example, if a client calls in to add software to their account, we want to have a list of steps for the customer service rep to check off that they have complete. Currently, we us a PDF handout for reps. However, we would like to move this process to CRM. Initially, I thought a dialog. However, we want to save/ record the log of whether or not a rep completed each step. Is there a way to do this using a dialog? I also considered a Knowledge based article? However, knowledge based articles are not interactive. Is there a way to attach a pdf or knowledge based article to a dialog? Any suggestions would be super helpful! Thanks in advance!

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  • Verified answer
    Mahadeo Matre Profile Picture
    Mahadeo Matre 17,021 on at

    Hi,

    To log each step - you can use auditing on entity.. it will track audit enabled attributes.

    Another option for log would be you can create real time workflow which will create record into some custom entity for each step and customer service rep. name.

    Also if you are using dialog, CRM logs steps performed in dialog. You can find those steps in Process Session of your Dialog.

    You can add static or dynamic hyper link in dialog, and using Hyperlink you can link to knowledge based article.

    Here are more details on dialog

    msdn.microsoft.com/.../gg509010.aspx

    Hope this will help..

  • Verified answer
    Mamatha Swamy Profile Picture
    Mamatha Swamy 5,426 on at

    As Mahadeo suggested, Dialog steps can be logged. Also consider using Business Process Flows in CRM to help you with providing a guided process for the reps. Check crmmongrel.blogspot.com/.../business-process-flows-in-dynamics-crm.html

    Also, explore the features of Parature. They might be better suited for you. Parature is acquired by Microsoft., However, I don't have the exact details on the features available to CRM users at this point of time.

  • Maddybel Profile Picture
    Maddybel 265 on at

    Mahadeo and Mamatha thanks a million. This was exactly the information I needed!

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