Organizing and delivering business-specific information through knowledge bases can boost support representative efficiency and foster improved internal communication.
To establish a knowledge base in NetSuite, you should initially activate the knowledge base feature by navigating to “Setup > Company > Setup Tasks > Enable Features” on the CRM subtab, then check the “Knowledge Base” box under Support.
You can create a hierarchy of topics and subtopics to organize your knowledge base solutions, where solutions are linked to these topics and subtopics. When you publish a parent topic, the associated subtopics and solutions are also published. Multiple knowledge bases can be created to cater to different user groups, potentially reducing customer service cases as customers can utilize the Customer Center to find answers.
To create a new knowledge base topic, go to “Lists > Support > Topics > New,” and once topics are created, you can create solutions to place within them. For entering new solutions, navigate to “Lists > Support > Solutions.” Note that if solutions or subtopics are placed in a topic, that topic cannot be deleted but can be inactivated.
To publish a knowledge base, go to “Lists > Support > Knowledge Base > New,” select a topic for publication, specify the target audience, and designate the tab and category for publication.
To attach a knowledge base solution to a case, choose the relevant case, edit it, and under the communication subtab, you’ll find an option to insert a solution. Select the desired solution and save it. Solutions can be appended to cases and sent to customers via email, thereby saving response time and avoiding redundancy when addressing common case issues.
