FAQ Lists
| Field | Type | Description |
| FAQ List Name | Text | Here, enter a name for the FAQ list. |
| Article Type | Text | Here, you can choose whether the FAQ list is used for Knowledge base articles or News articles. |
| Sequence in lists | Integer | Here, you can set a sequence for the FAQ list. This will determine where this FAQ list appears in lists. The lower the number the higher it will appear in lists. |
| Description | Text | Here, you can set a description for the FAQ list. This will be visible to End Users when they are viewing FAQ lists in tile view in the Portal. |
| Use this FAQ List for grouping other FAQ Lists | Checkbox | When enabled, this FAQ lists will be used to group other FAQ lists. This list will be classed as an FAQ group and FAQ lists will be able to be added to this 'Group'. |
| FAQ Group | Single Select | Here, choose which FAQ group this list belongs to. This list and the Articles in it will appear under this Group. |
| Show for all Users | Checkbox | When enabled, Articles within this FAQ list will be visible to all Users, regardless of restrictions set at Customer and Organisation level. |
| Show for all Supplier Users | Checkbox | When enabled, all articles within this FAQ will be visible to all supplier users that have access to the portal. For more information checkout Allow Suppliers to use the Portal. |
| Show for all Users without considering Customer permissions | Checkbox | When enabled, the Client level restrictions are ignored so all Clients and anonymous Users (if applicable) can view the FAQ list. However, Organisation level restrictions are still preserved along with any Site level restrictions. This is useful for when you have multiple anonymous Self Service Portals with different FAQ List requirements. |
| Don't show on the Self Service Portal | Checkbox | When enabled, Articles within this FAQ list will not show in the Self Service Portal. However, Users may still access these Articles through the Chat Bot or Virtual Agent. |
| Customers that can view this FAQ list | Single Select | Only available when "Show for all Users" is disabled. Here, choose the customers that should have access to articles in this FAQ list. All customers chosen here will have access. This has an OR relationship with the setting "User Roles that can view this FAQ List". |
| User Roles that can view this FAQ List | Single Select | Only available when "Show for all Users" is disabled. Here, choose the user roles that a user needs to have access to articles in this FAQ list. All user with one of the roles chosen here will have access. This has an OR relationship with the setting "Customers that can view this FAQ list". |
| Show for all Agents | Checkbox | When enabled, all Agents will be able to see Articles within this FAQ list, regardless of Organisation level restrictions. This setting will only show if you have Multi-Tenancy enabled. |
Allow Articles to be indexed for AI search | Checkbox | When enabled, Articles can be indexed for AI searching. |
| Chunk Size | Integer | This determines the chunk size that is searched for this FAQ List. |
| Chunk Overlap | Integer | This determines the overlap of chunk size that is searched for this FAQ List. |
Geo Location Restrictions | Table | Here, you can set location restrictions based on geo IP location for the Self-Service Portal. |
| Style Profiles | Table | Here, you can choose which Style Profile is applied to Articles in this FAQ list. |
| Icon | Single Select | (v2.246+) The icon selected here will display at the top of the FAQ Tile when the Knowledge Base Tile Menu Button is in use. |
Show Article count | Checkbox | (v2.246+) When selected, the number of Articles within the FAQ List will show below the title of an FAQ List Tile when the Knowledge Base Tile Menu Button is in use. |
Top three Articles to show | Multi Select | (v2.246+) The Articles selected in this drop-down will show on the FAQ List Tile when the Knowledge Base Tile Menu Button is in use. |
| Field List | Tab | In this tab, you can assign Custom Fields to this FAQ list. These fields will appear on articles in this FAQ list. |
| Articles | Tab | Here, you can see which Articles are assigned to this FAQ list. You can also add Articles to this FAQ list from here. The order the Articles display here will be reflected in the Self Service Portal Knowledge Base area. |