ITarian

Manage FAQ Categories

Click 'Staff Panel' > 'Knowledgebase' > 'Categories'

• Frequently Asked Questions (FAQs) can be added to categories of your choice. New FAQs must be added to an existing category.

• Click 'Staff Panel' > 'Knowledgebase' > 'Categories' to add, view and edit FAQ categories

• Categories can be made 'Public' or 'Internal'. Individual FAQs can also be made 'Public' or 'Internal'.

• 'Public' category +  'Internal' FAQ = FAQ is internal.

• 'Public' category +  'Public' FAQ = FAQ is published to end-users.

• 'Internal' category + 'Internal' FAQ = FAQ is internal.

• 'Internal' category + 'Public' FAQ = FAQ is internal.

• Select the checkbox next to a category and click 'Make Public' to publish it.

• Select the checkbox next to a category and click 'Make Internal' to make it category private.

• Name: The name of the category. Click a name will open its update screen.

• Type: Indicates whether the category is published or internal.

• FAQs: Displays the total number of FAQs available under the category. Click a number to open the  respective 'FAQ Category' screen. See 'FAQs' for more details.

• Last Updated: The date and time at which the category details was edited and updated.

From the interface, a staff member can:

• Add a new category

• Edit a category

• Delete a category

• Mark a category as public or private
  

Add a new category

• Click the 'Add New Category' link at the top
  

The 'Add New Category' dialog appears.

• Category Type: Select whether the FAQ category should be marked as 'Public' or 'Private'. By default it will be 'Private'.

• Visible for Role: Specify which staff roles can view the FAQs in the category. Select 'All' to let all staff view them. Choose 'Only Selected' to restrict visibility to certain staff roles.

• Visible for Customer: Specify which customer's users are allowed to view the FAQs in this category. Select 'All' to allow any customer's users to view them. Choose 'Only Selected' to restrict

• Category Name: Enter a short, descriptive label for the FAQ category.

• Category Description: Enter a short explanation on the category.

• Internal Notes: Add comments that can be viewed by staff and admins.

• Click the 'Reset' button to clear the fields.

• Click the 'Add' button to save the category.

Edit a category

• Open 'Staff Panel' > 'Knowledgebase' > 'Categories'

• Click on a category name to edit the category

OR

• Open 'Staff Panel' > 'Knowledgebase' > 'FAQs'

• Click on a category name then click 'Edit Category'

The form is similar to 'Add New Category' form. See the explanation of adding a new category for descriptions of the settings on this page.

• Edit the category as required and click the 'Save Changes' button.

Delete a category

• Select the category and click 'Delete' at the top.

• Alternatively, open 'Knowlegdebase' > 'FAQs' page, click the FAQ category to be deleted and click 'Delete Category' from the FAQ list page.

• Click 'Yes, Do it!' in the confirmation screen. 

Mark a category as public or private

• Click 'Staff Panel' > 'Knowledgebase' > 'Categories' to open the 'Categories' interface

• To publish a category, select it and click the 'Make Public' button.

• To make a category as private, select it and click the 'Make Internal' button.

• In the confirmation screen, click the 'Yes, Do it!' button.