Enhanced Knowledge Management

Added with the Interactive Service Hub presented above, the Knowledge Management section has been completely revamped. This version gets us closer to an actual CMS functionality, where we can now create complex articles with various formatting possibilities and images. Furthermore, an enhanced knowledge management process has been added to handle the publishing and approval process.

As one of the most important aspects of customer service, knowledge management gets a boost with Microsoft Dynamics CRM 2016. Rich content authoring enhancements now allow copy and paste from other formatting applications such as Microsoft Office Word, as well as support for source code and HTML editing. This greatly enhances the capabilities of formatting articles. Along with formatting, we now finally have the ability to embed images and videos in our knowledge-based articles. Along with formatting, we can now create visually appealing articles that look just like a well-designed...