6. [FAQ]
The “FAQ” function allows users to share knowledge. Operational efficiency can be improved by sharing information among agents on how to respond to existing problems and allowing service users to check case studies. You can organize FAQ articles (knowledge articles in Ops I) registered as knowledge by creating categories. In addition, each user can evaluate FAQ articles.
TipsThe display of [FAQ], [FAQ Articles], or [FAQ articles] on the screen is described as "FAQ articles" in the manual.
Note
The items of knowledge registered in the "FAQ" function are called FAQ articles in OTOBO. This is different from the [Work Notes] articles in the [Ticket] tab of the Ops I task or request application.
For details on each FAQ function, see the following.
(Table) Actions for the FAQ function
| Actions | Refer to |
|---|---|
| Add, edit, or delete categories | [Category Management] |
| Check a list of FAQ articles by category | [Explorer] |
| Create an FAQ article | [New] |
| Check the history of changes to an FAQ article | [Journal] |
| Manage the language set for an FAQ article | [Language Management] |
| Search for FAQ articles | [Search] |
| Edit an FAQ article | FAQ Zoom screen |
| Import/Export FAQ articles or categories | Import/Export |
For details, see the OTOBO manual.
https://doc.otobo.org/manual/user/11.0/en/content/agent/faq.html
Chapter structure
6.1 [Explorer]
6.2 [New]
6.3 [Journal]
6.4 [Language Management]
6.5 [Category Management]
6.6 [Search]
6.7 FAQ Zoom screen
6.8 Import/Export