How to search for FAQs
At the bottom of the screens in Customer Service Hub, you should see an option to ‘Search FAQs’. Click this and a popup box will appear. The ‘Search FAQs’ option always appears regardless of the Workspace or menu option at which you are currently looking. You are able to search for words that relate to the FAQ but are not in its title or body.
How to raise FAQs connected to customers
Follow the same steps that you normally would when wanting to raise a case for a customer. After clicking ‘Raise A Case’ on the customer -> select Search FAQs at the bottom of your page -> search for the related FAQ. When it displays, you will then see the option to Log Against a Customer -> press Finish with Customer.
How to view FAQs related to customers
In order to view raised FAQs, search for the customer and you will see the FAQ under Cases in the customer summary.
Click on the reference, and you will be able to view the FAQ that has been raised.
Reporting on FAQs
Information is available in the Reports workspace of FAQs raised in Service and Self with indications on positive or negative feedback
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- FAQ's with html in the submission payload do not render the html
- Occasionally when records are created in the FAQ index table there is no space before the tag name, therefore these FAQs are not returned when searching for them by name.
