Dynamics Knowledge Base for the Sales Team RRS feed

  • Question

  • This is probably going to be a stupid question but I am new to Dynamics. 

    I would like to enable usage of the MS Dynamics to store information that our sales team can use when at customer sites.  Is it possible to segregate the KB into sales and service sections and isloate what each group can see?  Also can we set up access to the KB for the sales team without enabling the service sections?


    Wednesday, February 5, 2014 9:17 PM


  • Hi,

    The knowledge base in crm is fairly prescribed and basic. Articles which make up the knowledge base are 'organisation owned' which means your users can either see them or they can't. You can't take advantage of the security model to silo articles to a 'sales team' business unit for example. If all you need is a 'library' of records for the sales and service teams to search upon, I'd build a custom entity for the sales team and use that as a repository of knowledge. you'd be able to enable this entity for phones and tablets too (articles don't allow that). Another alternative would be to use Yammer as a knowledgebase. You could also hook Yammer up to your CRM (assuming you have 2013?) with an enterprise subscription which is about $3 per user per month.

    The knowledge base area is also likely to receive some attention in the next major releases with the acquisition of Parature but that probably won't solve your immediate issue.


    MCTS. GAP Consulting Ltd. Microsoft Community Contributor Award 2011 & 2013

    • Proposed as answer by Rob Boyers Wednesday, February 5, 2014 9:33 PM
    • Marked as answer by Jimilicious Wednesday, February 5, 2014 9:39 PM
    Wednesday, February 5, 2014 9:33 PM