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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. You can learn more about topics in the Understanding Topics chapter.

 

Because 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. You can display deleted topics and restore them by changing their visibility to public or private.

 

The Show Deleted Topics toggle

The Show Deleted Topics toggle

 

tog_plus        The Topic List

 

tog_plus        Creating a New Topic

 

tog_plus        Topic Details Panel

 

tog_plus        Default Topics

 

 

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