In this lesson we will cover:
– What are FAQ lists?
– Creating New Articles
– Configuring FAQ Lists
– FAQ Groups
– Restrict suggested FAQ lists per ticket type
– Force FAQ List Selection on the Portal (v2.184.1+)
Associated Admin Guides
What are FAQs?
FAQs are a means of categorising different sections of the knowledge base for an enhanced and efficient user experience.
The FAQ lists can be set to a tree view (Configuration > Knowledge Base (Single select called "Agent App KB Area View" which allows for the drop down of different sections in the tree to help split up the guides/ articles into an easy to understand format. When creating articles, the FAQ list is a multi select near the bottom of the creation screen, where you can add in what FAQ list of the knowledge base you would like that article to appear in. The example below shows that the "Security & Performance" article appears under the "Advanced Settings" FAQ List.
Fig 1. FAQ List as a tree view
FAQ Lists are used as drop downs for determining which articles are grouped where. So for example if I add the FAQ lists "Accounts Integrations" and "Halo Guides" to FAQ List field "FAQ Lists that this Article appears on" as shown on the article creation screen in Fig 2. The FAQ lists will now update to show this article underneath them as shown in the tree view of Fig 2 on the left hand side.
Fig 2. FAQ Lists that this Article appears on
Creating New Articles
In order to create new articles head to the navigation menu area (left side bar) for the Knowledge Base.
Fig 3. Knowledge Base Module
There will be a button called "New Article" (if using the agent app kb area view is set to FAQ List Tree view).
Fig 4. Editing The KB Area View
Or alternatively this will display as an icon "⊕" on the top right if the other view is selected.
Fig 5. New Article Button
When creating the new article, the option to add to a FAQ list is down at the bottom, as described in Fig 2.
Configuring FAQ Lists
There is a checkbox in Configuration > Knowledge Base which when selected, makes the FAQ List drop down mandatory, so that when creating an article, the agent must choose a FAQ list to add the article to.
Fig 6. Making FAQ List Selection a Mandatory Field When Articles Are Created
Within Configuration > Knowledge Base is where you can configure FAQ Lists. This is where you can configure all the different options, an example is Select a FAQ list before searching Articles. This checkbox setting, when selected, the agent will have to choose a FAQ list before being allowed to search the knowledge base.
Fig 7. FAQ list configuration
As of v2.180.1+, another tab will show with the list of articles that are added to the FAQ list. New ones cannot be added here, only via the article itself, however you can drag and drop to rearrange their order.
Note: This edited order will only be reflected in the Self-Service Portal, not the agent portal.
By default, articles will organise alphabetically, but this can be edited using the drag and drop. Hovering over will show the dots at the left side of the field.
Fig 8. Editing the article order.
When creating an FAQ list, give it a name and assign it an article type. You will also need to assign this to an FAQ group.
Show for all users – When enabled all users will be able to see articles in this FAQ list
Don't show on the self-service portal – When enabled the articles in this list will not show in the portal, but will be able to be suggested by a chat bot or virtual agent.
Show for all Agents– When enabled, restrictions at organisation and customer level are ignored.
Sequence FAQ lists
As of v2.184+ you can apply sequencing to FAQ lists. This allows you to choose the order FAQ lists appear in within the FAQ group rather than having them appear alphabetically.
The sequence is set using the 'Sequence in lists' field against the configuration for the FAQ list.
FAQ Groups
The purpose of FAQ Groups is to categorise FAQ Lists at a higher level. This has the benefit of more granular searching when a user/ agent is scrolling through the FAQ List tree on the knowledge base.
FAQ Groups appear as tree dropdowns when the "FAQ List Tree" view is selected.
To create an FAQ group, create an FAQ list as shown above but enable the setting 'Use this FAQ List for grouping other FAQ Lists'. This will make this an FAQ group (although the option to assign this to an FAQ group will still appear, this will no longer apply).
Restrict suggested FAQ lists per ticket type
FAQ Lists which will appear in article suggestions can be configured per ticket type
Fig 9. Configuring Article Suggestions Per Ticket Type
The checkbox option to allow all article suggestions can be used or there can be restrictions set on the ticket type so that only set articles will be suggested, based on their FAQ List. This is very useful in making sure relevant information is displayed in the suggested articles.
There is also the option to use the dollar variable $-suggestedarticles. This variable can be used in email templates to automatically suggest up to three relevant Knowledge Base Articles relating to the ticket it is sent from. For an Article to appear as a suggestion, it must be available to the client who logged the ticket, or available to all users. This setting will only work for acknowledgement emails when using the new incoming email service, which is due to be released soon.
Force FAQ List Selection on the Portal (v2.184.1+)
In Configuration > Knowledge Base > FAQ Lists, enable "Show the FAQ List selectin tiles and FAQ List filter on the Self Service Portal Search Screen".
When searching in the knowledge base, the user will instead see this screen where they can pick an FAQ list to view the search results for, and filter on the left side.
Fig 10. FAQ list selection on the end-user portal.
