Publishing a Knowledge Base
The Knowledge Base feature is a valuable tool for organizing and delivering information to your customers, employees, and others you do business with.
You can publish a knowledge base in your NetSuite account or in categories of your website. You can also choose to publish knowledge bases to specific people, groups or roles. Common applications for a knowledge base include:
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Organizing solutions that support reps can search and attach to cases
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Conveying information to employees through access to your account
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Providing information to customers through your Web site
To publish a knowledge base:
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Go to Lists > Support > Knowledge Base > New
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Select the topic you want to publish.
All solutions attached to this topic and its subtopics are published with this topic.
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If you use the Multiple Web Site feature, select the Web site you are publishing this knowledge base to.
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In the Publish To field, select the tab or category you want to publish this topic under.
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Check the Display in Web Site box to publish this topic on your Web site.
You do not need to check this box to publish this topic in your account. For more information on publishing to an internal tab, see Publishing Information to an Internal Site.
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On the Audience subtab, select who you want to have access to this knowledge base from the following lists:
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Roles – Anyone with selected roles sees this knowledge base when they log in to your account using the role you select here.
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Employees – Selected employees see this knowledge base when they log in to your account, regardless of which role they use.
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Department – Employees in selected departments see this knowledge base when they log in to your account, regardless of which role they use.
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Groups – Members of selected groups see this knowledge base when they log in to your account, regardless of which role they use.
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Customers – Selected customers see this knowledge base when they log in to the Customer Center or on your Web site.
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Vendors – Selected vendors see this knowledge base when they log in to the Vendor Center.
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Partners – Selected partners see this knowledge base when they log in to the Partner Center.
Click –New – in a field to create a new record of that type.
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Click Save.
When you publish a topic, all subtopics and solutions under this topic are accessible to anyone with access to the published topic. Topics can only be published if they are active and the tab or category where they are published is assigned an audience.
You can search for solutions only in the context of the knowledge base. For example, you published the knowledge base to a certain tab on your site. You must click that tab, and then run the search.
Solutions can only be published if the following conditions are met:
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The solution is active.
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The Display Online box is checked on the solution record.
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The status of the solution is Approved.
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An Audience is selected in the tab or category the solution is published to.
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The topic the solution is in must be active and published.
You can display a knowledge base as a center tab so that you can access it from the navigation menu. For more information, see Adding a Knowledge Base as a Center Tab.
Publishing a knowledge base to a Web site or intranet takes one hour to complete. This is also true if you make a change to a published knowledge base. Changes are not visible online until the process completes.