The FAQ (Frequently Asked Questions) categories are available
to Agents when searching the Knowledge Base. These categories are
created and maintained by the Workspace Administrator. The categories are
defined by advanced search criteria and named and saved by the administrator.
Each time a category is accessed, it returns the latest Solutions that
match the criteria defined for that category.
Refer to FAQ Administration for instructions on
creating and maintain FAQs.
To view an FAQ:
Select Frequently
Asked Questions on the Knowledge Base Advanced Search page.
There are two lists
of FAQ categories: Public and Internal. Public
FAQs contain Solutions aimed at customers. Internal
FAQs usually contain more detailed or technical Solutions.
Click the Title of
the desired FAQ category.
The matching Solutions
for that FAQ category are displayed in the main frame (or in the pop-up
window if searching from an Issue page). Click
a Solution to see the Details (or mouse over it to see a preview if displayed
in a pop-up).
If you are accessing
FAQs from an Issue page, selecting a Solution from a FAQ automatically
pastes the Solution into the Description
field.
Note
Public FAQ categories are also viewable by customers.