Unveiling NetSuite’s Knowledge Base: A Guide to Setup and Benefits 

by | Feb 16, 2024 | Tech Talk


In today’s rapidly evolving business landscape, knowledge management has emerged as a critical component for organizations striving to enhance productivity, streamline operations, and deliver exceptional customer experiences. NetSuite expert offers a robust Knowledge Base functionality designed to empower businesses with centralized information sharing and retrieval capabilities.  


This blog post will explore both how to set up and configure NetSuite’s Knowledge Base, as well as delve into the compelling benefits it brings to businesses and end users. 

Setting Up NetSuite’s Knowledge Base

Step 1: Enable Knowledge Base Feature: 

  • Navigate to Setup > Company > Enable Features
  • Under the CRM section, enable the Knowledge Base feature. 
  • Click Save to apply the changes. 

Step 2: Create Topics for the Knowledge Base: 

  • Navigate to Lists > Support > Topics
  • Define parent topics that will be used in the Knowledge Base. 

Step 3: Create Knowledge Base Solutions for Each Topic: 

  • Navigate to Lists > Support > Solutions
  • Add new solutions or import existing content from spreadsheets or documents. 
  • Organize content into topics and subtopics for easy navigation and retrieval. 

Step 4: Publish Knowledge Base: 

  • Navigate to List > Support > Knowledge Base. 
  • Define permissions surrounding Knowledge Base solutions. 
  • Customize the appearance and layout of the Knowledge Base to align with your branding. 

Step 5: Train Users and Establish Best Practices: 

  • Provide NetSuite training to users on how to utilize the Knowledge Base effectively. 
  • Establish guidelines and best practices for creating, maintaining, and updating articles to ensure accuracy and relevance. 

Benefits of NetSuite’s Knowledge Base: 

1. Centralized Information Repository: 

The Knowledge Base serves as a centralized repository for storing a wide range of information, including product documentation, FAQs, troubleshooting guides, and best practices. This consolidation eliminates silos and ensures that employees have easy access to the information they need. 

2. Enhanced Collaboration and Productivity: 

The knowledge base fosters collaboration and enhances productivity by providing a platform for sharing knowledge and insights across departments and teams. Employees can quickly locate relevant information, reducing time spent searching for answers and enabling them to focus on value-added tasks. 

3. Improved Customer Experience: 

A well-maintained Knowledge Base empowers customer service representatives to deliver prompt and accurate support to customers. Self-service options enable customers to find answers to their queries independently, resulting in faster resolution times and higher satisfaction levels. 

4. Scalability and Flexibility: 

NetSuite’s Knowledge Base is highly scalable and adaptable to evolving business needs. As your organization grows and evolves, you can easily expand the Knowledge Base to accommodate new content, categories, and users, ensuring that it remains a valuable resource over time. 

5. Analytics and Insights: 

Through built-in analytics tools, organizations can gain valuable insights into usage patterns, article effectiveness, and user engagement. By analyzing these metrics, organizations can refine their knowledge management strategies and continuously improve the quality and relevance of the content. 


NetSuite’s Knowledge Base functionality offers a comprehensive solution for knowledge management, empowering organizations to centralize information, enhance collaboration, and deliver exceptional customer experiences. By following the steps outlined above to set up and configure the Knowledge Base, businesses can harness its full potential and unlock a myriad of benefits in today’s knowledge-driven economy. 

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