Customer Service Management

Knowledge Base Software

Many consumers prefer to help themselves to the information they need about your products and services. With NetSuite CRM+ knowledge base software, your customers can tap into a streamlined online repository of critical content that includes support and product documentation, common problems and resolutions, relevant articles and metrics. 

NetSuite's knowledge base capabilities allow you to organise and publish content flexibly and efficiently, allowing your customers and service reps to quickly track down the information they need.  By enabling self service, you can greatly reduce call center activity, lower support costs, and deliver improved customer satisfaction. 


  • Build an effective online knowledge base to help customers get the answers they need, when they need them
  • Give customers and partners 24/7 access to customer service at a much lower cost than staffing your phone lines around the clock
  • Create a knowledge base suited to the needs of your business and its customers, organising content according to different levels of topics and solutions
  • Allow service reps to troubleshoot customer problems quickly and easily and ramp up more quickly on new issues
  • Turn generalists into experts with the right information and CRM tools at their fingertips.


  • Organise and publish information into different types and levels of topics and solutions
  • Organise FAQs, standard problems and resolutions, known issues and special tips
  • Give service reps access to a complete knowledge base, enabling them to respond faster to customer issues and reducing the learning curve when bringing on new reps
  • Publish specific portions of the knowledge base for specific customers and partners. 

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