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, on your website, or you can share it with specific people, groups, or roles. Common uses for a knowledge base include:

• organizing solutions for support reps to search and attach to cases

• sharing information with employees through access to your account

• providing information to customers through your website

To publish a knowledge base:

1. Go to Lists > Support > Knowledge Base > New.

2. Select the topic you want to publish.

   All solutions attached to this topic and its subtopics are published with this topic.

3. If you use the Multiple Web Site feature, select the website you are publishing this knowledge base to.

4. In the Publish To field, select the tab or category you want to publish this topic under.

5. Check the Display in Website box to publish this topic on your website.

   You don't need to check this box to publish this topic in your account. For more information about publishing to an internal tab, see Publishing Information to an Internal Site.

6. On the Audience subtab, select who should have access to this knowledge base from the following lists:

   • Roles – Anyone with selected roles sees this knowledge base when they log in to your account using the role you select here.

   • Employees – Selected employees see this knowledge base when they log in to your account, regardless of what role they use.

   • Department – Employees in selected departments see this knowledge base when they log in to your account, regardless of what role they use.

   • Groups – Members of selected groups see this knowledge base when they log in to your account, regardless of what role they use.

   • Customers – Selected customers see this knowledge base when they log in to the Customer Center or visit your website.

   • Vendors – Selected vendors see this knowledge base when they log in to the Vendor Center.

   • 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.

7. Click Save.

When you publish a topic, all its subtopics and solutions are accessible to anyone with access to the published topic. Topics can only be published if they're active and the tab or category where they are published has an assigned audience.

You can only search for solutions within the context of the knowledge base. For example, if you published the knowledge base to a certain tab, you must click that tab before running your search.

Solutions can only be published if the following conditions are met:

• The solution is active.

• The Display Online box is checked on the solution record.

• The status of the solution is Approved.

• An Audience is selected in the tab or category the solution is published to.

• The topic the solution is in must be active and published.

You can show a knowledge base as a center tab so you can access it from the navigation menu. For more information, see Adding a Knowledge Base as a Center Tab.

Note:

Publishing a knowledge base to a website or intranet takes one hour to complete. This is also true if you make a change to a published knowledge base. Changes won't show online until the process completes.

Related Topics

• Customizing Knowledge Base Layout
• Knowledge Base Setup Checklist
• Setting Up a Knowledge Base
• Creating Knowledge Base Topics
• Creating Knowledge Base Solutions
• Arranging Solutions in a Published Knowledge Base
• Attaching Knowledge Base Solutions to Cases
• Knowledge Base

General Notices