Publishing and accessing an FAQ
When you create or add an FAQ article from the Application Desktop, you can then publish and categorize it on the Customer Portal, but also remove it from the Portal.
You must first enable a list of DMFs.

1607** TOOLS FAQ *
160701 TOOLS FAQ NEW
160702 TOOLS FAQ MODIFY
160703 TOOLS FAQ DELETE
160704 TOOLS FAQ SEARCH
160705 TOOLS FAQ PUBLISH
160706 TOOLS FAQ VOTE
160707 TOOLS FAQ RESET VOTES
160708 TOOLS FAQ PROPOSE FAQ
160709 TOOLS FAQ NEW FEATURE
20**** FAQ * *
2001** FAQ FAQ *
200101 FAQ FAQ SHOW VOTE BUTTON
200102 FAQ FAQ SHOW VOTE RESULTS
2103** CUSTOMER PORTAL FAQ *
210301 CUSTOMER PORTAL FAQ ADD MESSAGE WITH NON-RELEVANT VOTE
210302 CUSTOMER PORTAL FAQ FORCE VOTE


1 | From the Application Desktop, go to Management > FAQ > |
2 | Enter the information about the article to publish: |
- The title and the theme. You must have previously set up the themes in Tools > Setup > General setup > Cross-cutting > FAQ subject area.
- The product and the help desk issue associated with the article. There is a hyperlink which you can use to directly access the linked product or help desk issue.
This information is used to automatically categorize articles. This will enable the user to filter an FAQ search from the Customer Portal.
3 | Enter the end date for the article's publication. Once the date has been reached, the article will be archived and will no longer be displayed in the Customer Portal. |
4 | Enter the questions/answers in the relevant fields. You can also enter a context (optional and not displayed in the Portal). |
5 | Save. |
6 | If needed, add a document to illustrate the FAQ by dropping it on the record sheet. |
7 | Go to Edit > Publication of the FAQ. |
The article can now be accessed from the Customer Portal.
Note
The Useful / Unnecessary FAQ and Inspections fields, as well as the Messages tab are displayed for informational purposes only. They enable you to track the votes on your article, the number of visits on the page, and read comments left in the Customer Portal. You can reset the visits counter at anytime, via Edit > Reset the visit counter.

Follow the steps below to document an issue in an FAQ article:
1 | Open an existing help desk issue or create a new one from the Help Desk menu. |
2 | Switch the issue (standard format) to the modification mode and go to Edit > New FAQ. The FAQ screen is displayed and contains the issue and its answer. |
3 | Go to Edit > Publication of the FAQ. |
The article can now be accessed from the Customer Portal.
From the Edit menu of a standard issue, you can also select:
- Vote: Increments the number of votes. Multiple votes are not allowed: a user can only vote once for an FAQ.
- Reset votes: Resets the number of votes.
- Propose FAQ: Indicates that this help desk issue can be included in an FAQ. It will then have to be validated by the person in charge of the publication. Issues that are proposed as FAQs can be found from the search screen of a standard issue, by selecting the Candidate FAQ criteria in the Additional criteria tab.
- List of linked FAQs: Automatically starts a search for the FAQs linked to this help desk issue.

1 | Go to Management > FAQ and start a search. |
2 | Open the article to remove then go to Edit > Unpublish the FAQ. |
The article will no longer be displayed in the Customer Portal.

1 | From the Customer Portal, Click on FAQ. |
2 | In Search for an FAQ, select the relevant filter to display the questions / answers related to: |
- the product;
- the theme: a topic on a specific module or field for example;
- a specific version;
- specific product revisions.
3 | Enter a text in the search box if necessary and validate by clicking on Ok. |
4 | In the search results, click on the desired article. The content is displayed at the center of the page. You can also directly read the related FAQ articles displayed on the right of the screen by clicking on them. |
5 | You can also: |
- vote for the displayed article;
- print the displayed article;
- download the documents linked to the FAQ article.