Creating Knowledge Base Topics

Tip:

You can get writing help for text fields Brief Description and Detailed Description from our generative AI service, NetSuite Text Enhance. Click the Enhance Text button to use the available options. For more information about using this capability, see Text Enhance.

Knowledge base solutions are organized by a hierarchy of topics and subtopics. When you publish a topic, you also publish its subtopics and the solutions attached to these subtopics.

Note:

Administrators must assign the Knowledge Base permission to a user before they can create and publish a knowledge base article, setting the level to Full. For information about how to assign permissions, see Using the Global Permissions Feature.

To create a topic:

1. Go to Cases > Customer Service > Topics > New.

2. In the Title field, enter a name for this topic. Solutions and subtopics can be organized under it.

   For example, if you're adding several solutions on fixing the speaker sound quality, create a topic titled Speaker Sound Quality.

   This title shows in the Topics list, in a published knowledge base, and as a choice on the Topics subtab of solution records.

3. If this topic is a subtopic, select the parent topic in the Subtopic Of field.

4. In the Brief Description field, enter a description for this topic.

   The brief description shows with the title on the Topics list and wherever this topic is published.

5. In the Detailed Description field, enter a longer, more specific description of this topic and its contents.

   The detailed description shows when the topic title is clicked.

   You can enter HTML and JavaScript in this field.

6. Click Save.

After you save the knowledge base topic, four subtabs are added to the topic record:

• SubTopics – create additional subtopics and reorder list.

• Solutions – attach solutions to the topic and reorder list.

• Notes – add notes related to the topic and view system notes.

• Publish – edit which knowledge base the topic belongs to and where it appears in the topic hierarchy.

For more information about publishing topics, see Publishing a Knowledge Base.

When a topic is published, click the Publish subtab of the topic's record to see where it's published.

When you've created your topics and subtopics, you can add solutions to them. Enter new solutions at Lists > Support > Solutions > New. For more information about creating solutions, see Creating Knowledge Base Solutions.

If a topic contains solutions or subtopics, you cannot delete that topic, but you can inactivate it.

When you inactivate a topic:

• The topic's subtopics are inactivated.

• It no longer appears in the Topics list.

• You can't select the topic on Solution records.

• Its subtopics and solutions are removed from the tabs and categories they're published to.

Solutions on inactive topics can still be published in other active topics.

Related Topics

• Knowledge Base Setup Checklist
• Setting Up a Knowledge Base
• Arranging Solutions in a Published Knowledge Base
• Attaching Knowledge Base Solutions to Cases
• Knowledge Base

General Notices