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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Interests in KM
Microsoft Dynamics CRM (Archived)

Interests in KM

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Posted on by earl 40

Very much interested in connecting and collaborating with others as to how they are effectively utilizing KM in their business as it relates to MS Dynamics CRM. I have spent much time researching this topic as it applies to those in professional services, particularly lawyers. Would like to get some dialogue going with others who share similar interests about KM in a professional services environment or other SMB business environment.

Earl Rudolfo

SMBOnline 360°°

www.smbonline360.com

 

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  • BillP Profile Picture
    BillP on at

    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

     

  • earl Profile Picture
    earl 40 on at
    Thanks for your feedback, Bill. I would like to get/see some case studies as to specific verticals where this KM process is being utilized effectively. I'm thinking particulrly in the area of professional services, ie - lawyers. doctors. accounting professionals, etc. Have you seen KM utilized in this or other specific verticals? My thinking is that there may be specific processes and some customization to adapt  CRM and Sharepoint to accommodate this. Any thoughts?
     

    Regards,

    Earl

  • BillP Profile Picture
    BillP on at

    Here are some specific case studies where you can see KM in action with our solutions. Specifically, CRM + SharePoint play quite well with one another in the Professional Services arena, but since knowledge is not limited to one industry *smile*, these processes would certainly be relevant in other industries as well.  Here are two quick examples - one a customer, one a partner, but there are other solution briefs available on http://www.microsoft.com/casestudies

    asb Law 

     http://www.microsoft.com/casestudies/casestudy.aspx?casestudyid=4000001513

    Information Management Group

    http://www.microsoft.com/casestudies/casestudy.aspx?casestudyid=4000000933

     

  • David McDowall Profile Picture
    David McDowall 5 on at

    Bill, do you have a specific casestudy, or studies, which demonstrate Shaepoint working in alignment with CRM to povide a more powerful Knowledge Management solution ?

    I'm looking at how we can get the most out of CRM (which we are implementing right now) and I am particulary interested in using Knowledge Base as a repository for our management system documentation as well as simple articles, say capturing the results of worked cases etc. I like the system and the exisitng functionality but I think I'm expecting too much of CRM's KB when it comes to my requirement for document management ...what options do I have for either expanding KB's functionality or 'bolting on' a solution, or perhaps using Sharepoint as you mention.

    I would greatly appreciate if you could point me towards any case studies, white papers or MS partners covering this area.

    Sincere thanks

    David G. McDowall,

    Global Techical manager, Spartek SystemsLtd.

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