Difference between revisions of "Service FAQs"
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| + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/faqs Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Service FAQs|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/faqs]] | ||
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| − | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[ | + | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > FAQs |
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| − | ==Introduction== | + | == Introduction == |
''FAQs'' or Frequently Asked Questions are a great way to provide some knowledge about questions that are commonly asked for. Unique sets of FAQs can be provided for each Service and made accessible to both Customers and Support Staff. For customers, FAQs can be published on the Self Service Portals to present self help information. For support staff, they have the ability to create more technical focused FAQs that are only visible to them, and used as an aide to resolve incidents faster. | ''FAQs'' or Frequently Asked Questions are a great way to provide some knowledge about questions that are commonly asked for. Unique sets of FAQs can be provided for each Service and made accessible to both Customers and Support Staff. For customers, FAQs can be published on the Self Service Portals to present self help information. For support staff, they have the ability to create more technical focused FAQs that are only visible to them, and used as an aide to resolve incidents faster. | ||
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== Related Articles == | == Related Articles == | ||
| + | :* [[Service_Details|Service Details]] | ||
:* [[Solutions Action Item]] | :* [[Solutions Action Item]] | ||
| + | :* [[Self_Service|Self Service]] | ||
|} | |} | ||
<BR> | <BR> | ||
{{#ev:youtube|TuzkJXUy5b8|300|right}} | {{#ev:youtube|TuzkJXUy5b8|300|right}} | ||
| − | ==Creating an FAQ== | + | |
| − | [[File: | + | == Creating an FAQ == |
| + | [[File:service_faqs.png| 300px|thumbnail]] | ||
From the Service form, navigate to the FAQ Tab, and select '''+NEW FAQ'''. | From the Service form, navigate to the FAQ Tab, and select '''+NEW FAQ'''. | ||
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:* '''Create hyperlinks''' | :* '''Create hyperlinks''' | ||
* Share links to media (Videos etc) | * Share links to media (Videos etc) | ||
| + | * Select where the FAQs are published. Options include Portals, Service Desk, or both. | ||
* Create the FAQ in multiple Languages - If your subscribed users work in multiple languages, define the FAQ in the required languages. The users will see the appropriate language FAQ on the Customer and Service portals based on the language set in their regional settings. | * Create the FAQ in multiple Languages - If your subscribed users work in multiple languages, define the FAQ in the required languages. The users will see the appropriate language FAQ on the Customer and Service portals based on the language set in their regional settings. | ||
:* '''By default an english version will be created ''' | :* '''By default an english version will be created ''' | ||
| + | * Visibility | ||
| + | :* '''Portals''' - The FAQ will only be visible to subscribed users of the service on the Customer and or Service Portals. | ||
| + | :* '''Service Desk''' - The FAQ will only be visible to analysts who support the Service on requests logged against the Service | ||
| + | :* '''Both''' - The FAQ will be visible to both analysts and subscribed customers of the Service, this is the default choice for new FAQ's. | ||
* Status | * Status | ||
:* '''Draft''' - The FAQ will not be visible on the Customer and Service Portals | :* '''Draft''' - The FAQ will not be visible on the Customer and Service Portals | ||
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:* '''Retire''' - Once created a '''Retire''' status will be available, once in the Retire status, the FAQ will not be visible on the Customer and Service Portals | :* '''Retire''' - Once created a '''Retire''' status will be available, once in the Retire status, the FAQ will not be visible on the Customer and Service Portals | ||
| − | ==Viewing an FAQ== | + | == Viewing an FAQ == |
[[File:FAQ_Portal.png|300px|thumbnail]] | [[File:FAQ_Portal.png|300px|thumbnail]] | ||
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* Users can rate the FAQ as being being useful (Like) or not (DIslike) though the thumps up or down options. | * Users can rate the FAQ as being being useful (Like) or not (DIslike) though the thumps up or down options. | ||
:* All ratings are recorded and are visible both on the FAQ for other users to see how their colleagues rated the FAQ, and on the FAQ tab of the Service record for the Service Owner to review | :* All ratings are recorded and are visible both on the FAQ for other users to see how their colleagues rated the FAQ, and on the FAQ tab of the Service record for the Service Owner to review | ||
| − | + | ||
| + | Support Staff can see FAQs that may relate to a request that they are working on. This is determined by the Service that the request is raised against. FAQs are displayed within the [[Solutions Action Item]] on a request. | ||
<br> | <br> | ||
<br> | <br> | ||
<br> | <br> | ||
| − | ==Managing | + | == Managing FAQs == |
[[File:FAQ_List.png|400px|thumbnail]] | [[File:FAQ_List.png|400px|thumbnail]] | ||
FAQ's can be created and viewed from the '''FAQ''' tab on each service record. | FAQ's can be created and viewed from the '''FAQ''' tab on each service record. | ||
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* Delete FAQ's by using the multi-select option, which will reveal a '''Delete FAQ''' option | * Delete FAQ's by using the multi-select option, which will reveal a '''Delete FAQ''' option | ||
* Edit or change the status of an FAQ by clicking through into the FAQ details from the Question title link | * Edit or change the status of an FAQ by clicking through into the FAQ details from the Question title link | ||
| + | |||
| + | == FAQs Portal Sort Order== | ||
| + | [[File:PortalConfigPopup.png|300px|thumbnail]] | ||
| + | The service FAQs listed in the Employee Portal and Customer Portal are ordered by the number of Positive Feedback by default. This is configurable through the 'Portal Config' option in the FAQs tab. The options are: | ||
| + | :* Positive Feedback (Default) - This number is made up of likes minus dislikes. | ||
| + | :* Likes | ||
| + | :* Views | ||
| + | :* Date Created | ||
| + | :* Date Published | ||
| + | :* Last Updated | ||
| + | :* Manual Order | ||
| + | |||
| + | When the '''Manual Order''' option is selected, the order of the FAQs can be manually ordered by dragging and dropping the FAQ documents. | ||
| + | |||
[[Category:Service Manager]][[Category:Videos]] | [[Category:Service Manager]][[Category:Videos]] | ||
| + | --> | ||
| + | [[Category:HDOC]] | ||
Latest revision as of 22:07, 16 April 2024
This document can now be found at its new location in the Hornbill Document Library.
