Customer Engagement & Dynamics CRM Forum

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Knowledge base for CRM

  • 1.  Knowledge base for CRM

    Posted 15 days ago
    ​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

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    Zhabiz Chu
    American Society of Clinical Oncology
    Alexandria VA
    ------------------------------
    Academy - Online Interactive Learning from Experts


  • 2.  RE: Knowledge base for CRM

    Posted 14 days ago
    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
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 3.  RE: Knowledge base for CRM

    Posted 13 days ago
    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
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 4.  RE: Knowledge base for CRM

    SILVER CONTRIBUTOR
    Posted 14 days ago
    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
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 5.  RE: Knowledge base for CRM

    Posted 13 days ago
    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
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 6.  RE: Knowledge base for CRM

    SILVER CONTRIBUTOR
    Posted 14 days ago
    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



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

    Academy - Online Interactive Learning from Experts


  • 7.  RE: Knowledge base for CRM

    Posted 13 days ago
    Wow! That's brilliant, Johnny. Thank you! We will definitely check this out!​

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

    Academy - Online Interactive Learning from Experts


  • 8.  RE: Knowledge base for CRM

    TOP CONTRIBUTOR
    Posted 14 days ago
    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
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 9.  RE: Knowledge base for CRM

    Posted 13 days ago
    Thanks for the great recommendations, Geoff.​

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

    Academy - Online Interactive Learning from Experts


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