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Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs) are created by Users for Customers' reference in the Customer Portal.

 

 

Creating FAQs

To create an FAQ:

  1. Select Knowledge>Articles

  2. Click New

    create_faq.png

  1. From the Type drop-down list, select FAQ

  2. In the FAQ Editor, select a Visibility level
    Selecting Everyone will enable the FAQ to be viewed through the Public Access Knowledge Base.

  3. Select a Status

  4. Select an Item Category
    The Item Types and Classification fields appear.

  5. Search and select an Item Type

  6. Select a Classification

  7. Set Review Date
    This option is displayed if Review KBA is enabled within Admin>Setup>Privileges>System. If the Review Date field is left blank, it will be auto-completed based on the system Setup. A content review reminder will also be sent to the author of the Article based on the number of days set for the Review KBA Alert in the system Setup. If the User is no longer active in the system, the reminder will be sent to the Supervisor of the User.

  8. Enter the question

    faq_quest.png

  9. Enter the solution in the Answer field

  10. Click Save.
    The FAQ will be listed on the Articles List.

 

FAQ Statistics

For each FAQ, the Statistics field shows:

 

Publishing an FAQ

By setting the status of a newly created FAQ to In Development the FAQ can be held in the author’s Development list until it is ready to be submitted for approval.

 

When it is ready for approval, the author can move the FAQ status to Pending Publication. FAQs with a status of Pending are accessible in the Pending Articles filter of the Knowledge Base.

 

FAQs are made available for reference in the Knowledge Base when they are assigned a Published status.

 

When the Control KBA via Request option is enabled in the Setup>Privileges>Request tab, Knowledge Base content with a Pending Publication status automatically generates a request that requires approval by Users with publishing privileges before the content is accessible in the Knowledge Base. (See: KBA Content Approval)

 

Editing an FAQ

Users that have the Edit privilege can modify the content of an FAQ by clicking the number in the FAQ list, updating the content and selecting Save.

 

When the Control KBA via Request option is enabled and published KBA content is edited, a request for approval will automatically be generated when the edited content is saved. However, until the request is approved, the FAQ retains its published state and displays the pre-edited content.

 

Related FAQs

The Related tab lists Similar FAQs and the percentage of relevant text contained in the FAQ. To view the content of an FAQ included in the Similar Articles screen of the Related tab, with the FAQ in Edit mode, select the FAQ No. link.

faq_related.png

 

FAQ History and Rollback Option

To view the historical changes of an FAQ, select the History tab inside the FAQ editor. The History is an audit trail of the FAQ, recording all activities from creation to publication of the FAQ. If changes are made to the FAQ, a historical entry is recorded and displayed with a Rollback option. This option allows the FAQ to be returned to a previous state, if the change is not required or permitted.

 

Rolling back an FAQ:

To rollback to a previous version of an FAQ:

  1. Select Knowledge > Article

  2. Click Edit

  3. Select the FAQ number and its History tab

  4. Select the history ID# hyperlink to view changes to the FAQ

  5. Select the Rollback button to return the FAQ content to the previous state

    kba_rollback.png

  6. Click Save.

 

Deleting an FAQ

Users who have the Delete privilege can delete a published FAQ by clicking its number in the FAQ list and selecting the Delete button.

 

When the Control KBA via Request option is enabled and a published KBA is marked for deletion, a request for approval is automatically generated. However, until the request is approved, the FAQ remains accessible in the Knowledge Base.