Knowledge Base
2 guides
FAQ Lists
The article provides an admin guide for configuring FAQ lists within a knowledge base. Key elements include naming the list, selecting article type, and setting display sequence. It covers options for grouping FAQs, visibility settings across users and agents, and custom styling. The guide also discusses assigning custom fields and managing articles within each FAQ list. These configurations help determine how FAQs are organized and presented in the self-service portal and other user interfaces.
Knowledge Base
The article provides guidance on configuring a Knowledge Base system. Key features include enabling article versioning and drafts, configuring ticket types for article management, and implementing feedback mechanisms. It also covers options for managing access and visibility, such as allowing anonymous access, setting up geo-location restrictions, and linking articles to ticket types. Additional functionalities include full-text search, article suggestions for tickets, and options for managing article views and feedback in user activity feeds. The resolution outlines detailed settings for customizing article management and feedback processes.