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Faq

Federico

FAQ

What is a FAQ ?

The FAQ Module contains the frequently asked questions related to the business processes. It's a repository for all questions frequently asked by your customers or your internal system users, you can indeed create new FAQs and share with your customers and internal team as well. This mechanism is useful to avoid providing the same solution repeatedly. If you have downloaded and installed the Cases module, you can convert cases into FAQs.

** How to create a FAQ manually? **

You can enter FAQ details manually from FAQ Module by clicking on the “+” menu icon. Then, in the Create FAQ view, fill in the FAQ details and click Save.

** How to convert a case into a FAQ? **

A successfully solved case can be converted to a FAQ record. So, if any customer/user reports same issue, you don't need to solve it again. You can share the related FAQ instead.

Steps to follow:

  1. Click Cases tab
  2. Open desired record
  3. In the detail view of Case record, Click Other > Convert As FAQ

How to manage existing FAQs?

From the FAQs home page, you can:

  • Search desired records (also with advanced search if you want) and define custom filters to classify records that match your requirements. You can limit your search to selected columns and search criteria.
  • Select a/some record/s from the list and then Edit (a new window is shown with the possibility to enter the values for the fields) or Delete.
  • Click Settings button (the wrench icon) to configure fields and customize the layout of fields (Layout Editor), to view/create Workflows on the module, to modify the picklist values (Picklist Editor).

From the detail view of a FAQ record, you can:

  • Edit existing content (Edit button on the top-right of the page)
  • Link the record to other system records, even new records (Link button on the top-right of the page)
  • Delete the existing record (from Other menu)
  • Duplicate the existing record (from Other menu)