2.1.2 Register detailed information of FAQ articles

If you use inquiry tickets (case tickets) to register frequently asked questions and their solutions as FAQ articles (knowledge articles in Ops I), you will be able to respond quickly when similar questions arise in the future.
The following describes the use cases for how to register FQA articles and how to view them on the Ops I knowledge application.

Here, it is assumed that “Customer A”, who can view categories, is registered in advance through “Customer registration”.

(1) Add a category for registering FAQ articles

1. From the main menu, open [FAQ] - [Category Management].
2. On the [FAQ Category Management] screen, click the [Add category] button.
3. On the [Add FAQ Category] screen, enter the following information in the [Add Category] fields and click the [Submit] button.

(Table) Example of input details for a category for registering FAQ articles

Field Value
Name Inquiry
Label(ja) Inquiry
Label(en) Leave blank.
Subcategory of Leave blank.
Validity Select "valid".
Comment Inquiry about actions
Inherit the Customer and User group from the parent category Clear the checkbox.
Customer Select "Customer A" from the list.
User group Leave blank.

For details on [Category Management], see “[Category Management]”.

(2) Create an FAQ article

1. Open [FAQ] - [New].
2. On the [Add FAQ Article] screen, enter the following information and click the [Create] button.

(Table) Example of input details for creating an FAQ article

Field Value
Title The XXX function cannot be registered.
Keywords XXX function
Category Specify "Inquiry". The category created in (1).
State Specify "public (all)".
Validity Select "valid".
Language Select "ja".
Attachment Leave blank.
Symptom When an attempt to enter the required information is made, an error is displayed, and the process cannot proceed.
Problem The content the customer tries to enter includes double-byte symbols that cannot be entered.
Solution We guided the customer to change the double-byte symbols to single-byte symbols, allowing them to successfully register the information.
Comment It is necessary to inform users about the double-byte symbols that cannot be entered.
3. The FAQ article is created and the user is redirected to the FAQ Zoom screen.

For details on the [New] function, see “[New]”.

(3) Check the FAQ Zoom screen for created FAQ articles

1. Open [FAQ] - [Explorer].
2. Click the category "Inquiry" created in (1), as it appears in the [Subcategories] section of the [FAQ Explorer] screen.
3. The FAQ article created in (2) will be displayed in [FAQ Articles:]. Click the FAQ article to display the FAQ Zoom screen.

For details on the FAQ Zoom screen, see “FAQ Zoom screen”.

(4) Check the content created from the knowledge application

1. Open the Ops I knowledge application.
2. On the home screen, click the category "Inquiry" to move to the [Knowledge Article List] screen.
3. Click the created FAQ article (knowledge article) "The XXX function cannot be registered.", and check its content.

For details on the knowledge application, see “Functions > Knowledge” in the “JP1 Cloud Service/Operations Integration User’s Guide”.