What is a FAQ?

How do I create FAQs manually?

How do I convert a Trouble Ticket into a FAQ?

How do I manage FAQ records?

What is a FAQ?

FAQ acts as a repository for all questions frequently asked by your customers as well as internal team members It will be a hassle for your support team to provide same solution repeatedly. You can either convert Trouble Tickets into FAQs or create new FAQs and share with your customers and internal team as well.

Create FAQ Manually

You can enter FAQ details manually from FAQ Module. This might come handy if you will have to enter FAQ details individually.

Steps to create FAQ records manually

1. In FAQ tab, click on Add FAQ button
2. In the Create FAQ view, fill in the FAQ details
3. Click Save

Convert Trouble Ticket

A successfully solved Trouble Ticket (Case) can be converted to a FAQ record seeing its necessity in future. If any customer reports same issue, you need not have to solve it again. You can share the related FAQ instead.

Steps to convert a Trouble Ticket into a FAQ

1. Click Trouble Tickets tab
2. Open desired Trouble Ticket record
3. In the detail view of Trouble Ticket record, Click More > Convert as FAQ

Manage FAQ Records

#	List of operations you can perform on records in FAQ Home page
1	Create Custom filters to classify records as per your requirements. You can be able to limit your search to selected columns and search criteria.
2	Click on Mass Actions button and perform actions on desired records like: Edit and Delete
3	Click Settings button > Edit Fields to configure fields and customize the layout of fields through Layout Editor
4	Click Settings button > Edit Workflows to view / create new Workflows on FAQ
5	Click Settings button > Edit Picklist values to modify picklist values through Picklist Editor
6	Search desired records

#	List of operations you can perform on records in detail view of FAQ record
1	Click Edit button to modify existing content.
2	Click More > Delete to delete the existing FAQ record
3	Click More > Duplicate to clone the existing FAQ record

Notes

You can associate existing documents from the detail view of FAQ record.