You can open the FAQ master management via the Sales /Services / FAQs menu. Click in the Keyword field, and create a new FAQ record. Below, the most important attribute fields are briefly described:
Field | Meaning | Annotations, administration |
|---|---|---|
Keyword | FAQ name, heading | Free input |
Number | Unique FAQ number | Will be automatically assigned by the system in the form FAQ-yy.xxxxxx |
Source | The reason which led to creating the FAQ, e.g., a service mission | Free input |
FAQ type 1, type 2 | Classification of the FAQ by any criteria, e.g., with software FAQs by the version | Selection of a predefined type; determined by the administrator. |
Released | Release of a FAQ | On request, a release person needs to release an FAQ. See Release a FAQ. |
Invalid | Marks an FAQ that is no longer valid, or archived | Free input |
Products | Assignment to one, several or all products | Click on Product to select one from the neutral product catalog. If you do not assign anything, the system assumes that the FAQ is relevant for all products (automatic selection of the dummy product "all products"). Product classes can also be selected if an FAQ applies to a whole group of products. |
Relevance | Indicates how often the FAQ was helpful. | The relevance in percent is calculated by the system based on the accounting by service employees. |
Question | Description of the problem | Free input |
Answer | Description of the solution | Free input |
Key words | Keyword list for the FAQ | Click on Select to choose from a list of suggested keywords. |
Links | Link list for the FAQ | Click on Select to connect the FAQ to other FAQs or trouble code records. |
Documents | Document list for the FAQ | Click on Select to associate relevant documents from the document database with the FAQ. |
Additional data / comment | CLOB-comment field with timestamp | Here you can capture internal information, e.g., relevant changes. |
