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Organize knowledge-base topics and access

Updated Monday, October 26, 2026 · Marc Staine

Topics organize articles into a navigable knowledge base. A deliberate hierarchy, localized names and audience rules help customers and agents find relevant content while keeping restricted material appropriately scoped.

Applies to: Supportbench Core. Location: Settings → Knowledge Base → Topics. Access and available controls depend on your role and account capabilities.

Before you begin

  • Confirm you have the relevant knowledge-base administration permission.
  • Identify the intended article audience and affected existing articles before changing shared configuration.

Configure and verify

  1. Open Settings → Knowledge Base → Topics.
  2. Find the item in the list and open it, or choose the page’s new-item action.
  3. Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
  4. Save the item and resolve any validation message. Reopen it to confirm the saved values.
  5. Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Settings and actions

SettingWhat it controlsHow to choose
Name / Content / Language translationsLocalized topic identity and content. Add translation manages additional languages.Use a short task or subject name; review each language that your portal offers.
ActiveControls topic availability.Activate only a topic whose content and access have been reviewed.
Tags / TokensTag-based topic organization offered by the editor.Choose stable vocabulary and verify the resulting article membership.
Parent topicPlaces the topic in a hierarchy.Prefer a shallow structure with recognizable categories.
DivisionScopes the topic to the intended division.Match its articles and administrator access.
Display orderControls topic order.Place common customer tasks prominently.
Roles / PublicControls intended customer-role access and public availability.Review the whole path and article audiences before exposing the topic.
Icon URL / Upload / ClearSets a topic icon; uploads support JPG, JPEG, PNG and GIF.Use a recognizable icon with suitable size and contrast.
SubscribersPortal selector, contact search, subscribed list and add-contact action.Manage subscriptions only for the intended portal and contact audience.
AuditCreation and update information.Use it to identify recent configuration changes.

Behavior to know

  • A public topic does not make every article public. Article status, audience, language, portal and role restrictions still apply.
  • Check active/public state, selected portal, topic path, roles and article language when content is missing.

Recommended use

  • Use clear, consistent names and keep the number of shared choices manageable.
  • Review the effect on existing articles, templates and workflows before changing shared configuration.

Worked example

  1. Create a product-support parent topic and concise task-based children.
  2. Set localized names, access and display order.
  3. Assign appropriate article tags/placement and inspect the resulting membership.
  4. Verify the hierarchy in the intended portal and audience.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Knowledge Base → Organize knowledge-base topics and access
  • Knowledge Base → Configure article templates and AI authoring guidance
  • Knowledge Base → Manage knowledge-base tags and audiences
  • Knowledge Base → Configure shared article styles and callouts

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