Customer Engagement & Dynamics CRM Forum

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Hi Zhabiz,

I would suggest using SharePoint Online as it offers everything you need and you can integrate the help button with it as well so you have a link
straight the the site.

Do you already have SharePoint connected to D365?

Give me a shout if you want more details?

------------------------------
Patrick Hoole
Moog Components Group Ltd
Tewkesbury
------------------------------

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Thank you, Patrick. Yes we do have SharePoint connected to D365. Sounds like a wonderful idea.

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Original Message:
Sent: May 21, 2020 05:55 AM
From: Patrick Hoole
Subject: Knowledge base for CRM

Hi Zhabiz,

I would suggest using SharePoint Online as it offers everything you need and you can integrate the help button with it as well so you have a link
straight the the site.

Do you already have SharePoint connected to D365?

Give me a shout if you want more details?

------------------------------
Patrick Hoole
Moog Components Group Ltd
Tewkesbury

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Hi
We create work instructions/job aids and embed them in the Heper Pane for each entity view/record. This has allowed us to maintain the documents and store in SharePoint 365 as well as links to videos. Not perfect but places information closer to the user need.

------------------------------
Richard Jarvis
Business Process Leader
Kraton Chemical
Jacksonville FL
------------------------------

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

That sounds very closely aligned with what we are hoping to accomplish! this is encouraging to know you have done it! thank you!!​

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Original Message:
Sent: May 21, 2020 07:37 AM
From: Richard Jarvis
Subject: Knowledge base for CRM

Hi
We create work instructions/job aids and embed them in the Heper Pane for each entity view/record. This has allowed us to maintain the documents and store in SharePoint 365 as well as links to videos. Not perfect but places information closer to the user need.

------------------------------
Richard Jarvis
Business Process Leader
Kraton Chemical
Jacksonville FL

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

We customized the help button and added a training document.  You can customize it at the entity/view level and form level.  See this blog...

https://docs.microsoft.com/en-us/powerapps/maker/common-data-service/create-custom-help-pages#enable-custom-help-panes-for-your-environment

------------------------------
Johnny Bolton
Project Manager
State Volunteer Mutual Insurance Company (SVMIC)
Brentwood TN
------------------------------

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Wow! That's brilliant, Johnny. Thank you! We will definitely check this out!​

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Original Message:
Sent: May 21, 2020 08:12 AM
From: Johnny Bolton
Subject: Knowledge base for CRM

We customized the help button and added a training document.  You can customize it at the entity/view level and form level.  See this blog...

https://docs.microsoft.com/en-us/powerapps/maker/common-data-service/create-custom-help-pages#enable-custom-help-panes-for-your-environment

------------------------------
Johnny Bolton
Project Manager
State Volunteer Mutual Insurance Company (SVMIC)
Brentwood TN

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Hi @Zhabiz Chu,

We've found that QuickHelp (www.quickhelp.com) is a great fit for exactly what you're trying to do.

You may also want to consider WalkMe. Microsoft just announced an alliance with them and this solution is configured to do much of what you want and perhaps more: https://www.dailypioneer.com/2020/technology/microsoft-joins-digital-platform-walkme-to-boost-dynamics-365-sales.html

If you need assistance with licensing, feel free to contact me directly.

​

------------------------------
Geoff Ables
Managing Partner
C5 Insight
Charlotte NC
------------------------------

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Thanks for the great recommendations, Geoff.​

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Original Message:
Sent: May 21, 2020 08:16 AM
From: Geoff Ables
Subject: Knowledge base for CRM

Hi @Zhabiz Chu,

We've found that QuickHelp (www.quickhelp.com) is a great fit for exactly what you're trying to do.

You may also want to consider WalkMe. Microsoft just announced an alliance with them and this solution is configured to do much of what you want and perhaps more: https://www.dailypioneer.com/2020/technology/microsoft-joins-digital-platform-walkme-to-boost-dynamics-365-sales.html

If you need assistance with licensing, feel free to contact me directly.

​

------------------------------
Geoff Ables
Managing Partner
C5 Insight
Charlotte NC

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Highly recommend Whatfix to you @Zhabiz Chu!

It is a perfect fit for your ask.​ It will integrate seamlessly with your CRM and provide contextual guidance to users.
Whatfix can provide your organization with a self-service customer and employee knowledge base, built directly into your applications, in various interactive formats. It does so by enabling:

• In-app guidance and contextual walkthroughs, with no coding skills needed.
• Just-in-time nudges and tooltips.
• Self-help FAQ knowledge bases.

To explore further and to understand the pricing aspects, you can always schedule a demo with the Whatfix team. Use this link for the same: https://buff.ly/3JwJVvY
Cheers!

------------------------------
Ajay Ravichandran
Whatfix
------------------------------

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Hi, 

Yes, I was also interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form. 

Yes, MS does offer Power apps for this. 

I have a few power apps in my mind that MS offers. Let me mention those here. 

- Calendar 365 - Activity Calendar For PowerApps

- Territory, Field Service PowerApps MappyField 365

Hope this helps!

------------------------------
Fidel Martin
Biztechcs
Ahmedabad
------------------------------

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------

Hello! I recommend ordering the creation of your own individual сrm system, which can be integrated with all the necessary knowledge bases. https://www.cleveroad.com/blog/crm-development-cost/

------------------------------
yana karamalak
clver
------------------------------

Original Message:
Sent: Jun 22, 2022 02:30 AM
From: Fidel Martin
Subject: Knowledge base for CRM

Hi, 

Yes, I was also interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form. 

Yes, MS does offer Power apps for this. 

I have a few power apps in my mind that MS offers. Let me mention those here. 

- Calendar 365 - Activity Calendar For PowerApps

- Territory, Field Service PowerApps MappyField 365

Hope this helps!

------------------------------
Fidel Martin
Biztechcs
Ahmedabad

Original Message:
Sent: May 20, 2020 08:40 AM
From: Zhabiz Chu
Subject: Knowledge base for CRM

​We are interested in creating a knowledge base system that is integrated with CRM so that we can access relevant info on every page/form.
We often customize modules/functions and it would be beneficial for users to have access to high level info that guides them on how to read customer info, what key things they should know to interpret data, any business rules pertinent to the functionality, etc.

Does MS offer anything for this? what are some of the systems you guys use/recommend?

Thanks!
Zhabiz

------------------------------
Zhabiz Chu
American Society of Clinical Oncology
Alexandria VA
------------------------------