Knowledge Base

The Knowledge Base feature helps you organize and publish information specific to your business. You can create knowledge bases to organize FAQ or to publish information to your NetSuite account and website. NetSuite knowledge bases are flexible and let you organize solutions into multiple topics and subtopics for efficient indexing and access to information.

Building a knowledge base has many positive impacts on your business. It can reduce the number of customer service cases because customers can use the Customer Center to find answers to their issues. For information about how to set up a knowledge base, see Setting Up a Knowledge Base.

Creating solutions for your knowledge base shortens the time your support reps spend answering cases. They can quickly find a solution, attach it to a case record, email it to the customer, and close the case.

Some common uses for knowledge bases are:

answers to frequently asked questions
a structured environment to quickly access solutions
detailed troubleshooting procedures and tutorials
articles and advice that help customers solve their issues quickly

For example, if several customers ask about sound quality of the speaker they purchased from you, your support reps can create solutions explaining it. These solutions can be published under a topic in a knowledge base. The main topic would be called Speakers with a subtopic of Speaker Sound Quality. Support staff would then create solutions and attach them to the relevant subtopic. When you publish a topic, all subtopics and solutions attached to these subtopics are also published.

Related Topics: