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iService User Guide

Navigation: Introduction

Understanding Topics

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topicsTopics 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 agents. Topics are organized into a hierarchical topic tree as "branches" or topic categories that can be publicly visible or private.



For information about creating and managing topics, see the Topic Settings chapter.



tog_plus        How topics affect message queues


tog_plus        How topics affect the knowledge base

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