2.1 Use cases for FAQ articles (knowledge)

Information and know-how obtained from troubleshooting and inquiry responses can be kept as knowledge in OTOBO FAQ articles (knowledge articles in Ops I) and shared among agents, which can be utilized to improve operations.

Tips
The display of [FAQ], [FAQ Articles], or [FAQ articles] on the screen is described as "FAQ articles" in the manual.

The following describes two use cases for how to create an FAQ article.

• How to register simple information and refer to the associated ticket for details
• How to register information necessary for an FAQ such as reference permissions, events, problems, or solutions, in the input form

Section structure

2.1.1 Associate FAQ articles with tickets
2.1.2 Register detailed information of FAQ articles