The FAQ package is an extension providing an FAQ or rather a knowledge database.
It facilitates speeding up the knowledge transfer between agents or (using a public web interface) between organizations and their customers, therefore effectively saving time.
Intuitive navigation and flexible mapping of theme hierarchies within the FAQ explorer enables easy navigation through the database.
Using the WYSIWYG Editor you can change the formatting of articles and include screenshots or images.
FAQ articles have various attributes like "Symptom", "Problem", "Solution", "Title", "Language", "Category", "Keywords", "State", "Created" and "Changed".
You can add attachments to FAQ articles which are available in the customer interface, too (e.g. user guides as PDF).
Using the FAQ state you can determine the interface(s) in which an FAQ article should be displayed. Articles with their state set to "internal" are only visible to agents via the agent interface. Articles whose state is set to "external" are also displayed in the protected customer section and articles tagged as "public" are available in the non-protected public area as well.
The keywords feature enables comfortable navigation to alternative articles using clickable keywords.
FAQ articles can be linked to other objects such as tickets, FAQ articles or (CMDB) configuration items.
You can execute a full-text and quick search in the entire knowledge database. You can also use Znuny operators for "AND" or "OR" relations.
An overview showing the top 10 most often accessed, most recently generated and most recently changed articles.
A personal ranking/voting of FAQ articles provides other users with information about the quality of FAQ articles.
An additional widget for customer ticket creation provides helpful FAQ article related to the inserted subject and text.
You can insert FAQ articles (including images and attachments) in new tickets or replies you generate in Znuny.
Workflow to release FAQ articles that have been newly generated or changed.
In the public area, an option is provided to subscribe to RSS feeds providing information about changes in FAQ articles.
The FAQ package supports the Open Search format (enabling quick searches directly from the browser).
The auto complete feature, starting in version 6.4, allows users to use the keyword "??" and a search term, to find articles and instert them directly into the text.
i.e. ??password
{width="100%"}
It is possible to refer to FAQ items by creating a link for web browsers using the category name instead of just the category ID.
To be able to use this feature just replace the CategoryID parameter with the Category parameter in your current links. The category parameter is the full category path, each sub-category is separated by "::" (which is also called the "category long name"). Imagine the following category tree:
|--GrandParent
| |--Parent
| | |--|Son
To create a link to the "Son" category we need to specify the following path: Category=GrandParent::Parent::Son.
See the link examples below:
from: http://localhost/znuny/index.pl?Action=AdminFAQExplorer;CategoryID=1
to: http://localhost/znuny/index.pl?Action=AdminFAQExplorer;Category=Misc
Other Examples:
http://localhost/znuny/index.pl?Action=AdminFAQExplorer;Category=My%20Category
http://localhost/znuny/index.pl?Action=CustomerFAQExplorer;Category=GrandParent::Parent::Son
http://localhost/znuny/index.pl?Action=PublicFAQExplorer;Category=My%20Category::Subcategory
Allows you to use the functions for FAQ public interface via Znuny generic interface by adding the following operations.
-
LanguageList
This operation returns the list of all FAQ languages available in the system. The response of this operation is a list of languages including the ID and name for each language.
-
PublicCategoryList
This operation is used to get the system FAQ categories that have at least one public FAQ item. As a consequence also the category ancestors are listed even if they don't have any public FAQ item. The output of this operation is a list of categories including ID and name for each category.
-
PublicFAQSearch
By using this operation it is possible to perform an FAQ search for the public FAQ items using the same search parameters as in the public web interface. It will return a list of IDs for matched FAQ items.
-
PublicFAQGet
This operation can be used to easily obtain one or more FAQ items. The response will contain one or more main containers called 'FAQItem' that have all the FAQ item information, including attachments. Each attachment is represented by an 'Attachment' sub-container.
::: {.note} Please take a look at the appendix: Generic Interface FAQ Connector Configuration below to learn more about how to activate this feature, as well as the appendix: Generic Interface FAQ Connector API for details on using the above functions. :::
Basic dynamic field support (Text, TextArea, Checkbox, Dropdown, Multiselect, Date, and DateTime) has been implemented for FAQ items. Its creation, behavior, and configuration are similar to those of the dynamic fields for tickets.
Dynamic fields previously created cannot be used for FAQ. Newly installed exclusive dynamic fields types are available.
Dynamic fields extend FAQ by adding multiple options to store and present information on FAQ Items, beyond the normal fields (e.g. Symptom, Problem, Solution, etc.).