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iService User Guide

topiciconTopics are a critical part of iService. They are used to organize answers within the iService knowledge base and to create message queues for routing questions to customer support representatives. Topics are organized into a hierarchical topic tree as "branches" or topic categories that can be publicly visible or private. Clicking on the + or – image in front of a title expands or collapses the topics visible in the Topic Tree.


The topic settings panel is different from most of the other settings pages in iService. Instead of a list of topics, iService presents existing topics within a tree structure so you can visually see the hierarchy. Because underlying interactions are associated with topics, deleted topics are not removed from the database. Their status is marked as deleted and they're removed from your view of the topic tree.


tog_plus        Creating a New Topic


tog_plus        Topic Details Panel


tog_plus        Default Topics



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