OTRS CVS - Manual
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# FAQ Functions

## FAQ Agent Functions

Despite the well-known icons for logging out of OTRS and accessing the Agent- and Admin-Areas, the FAQ-Area bears the following functions that enable you to maintain the FAQs.

Most of the different functions allow to be work with in an intuitive manner. A brief description of each one follows.

- Search: You may perform a search over all FAQ entries using a free text or keyword search, combined with a set of languages and categories.

  You may also select a specific entry from an overview of all available FAQs, as shown underneath the search section.

- New article: Here you compose new articles, ie. new FAQ entries.

- History: The complete history let's you see who has submitted/changed which FAQ entry and when.

- Category: To distinguish certain areas of knowledge, you may use categories. Imagine having a list of Categories reflecting your prodcut portfolio, for example.

- Language: You define which languages are used in the FAQs here.

- State: You may define more than the three initial FAQ states 'internal', 'external' and 'public'.

## FAQ Functions for Customers

Your customers are able to search the FAQ, very similar to the agent's search. They may select a specific entry from the overview of the available FAQs, too.

## FAQ Functions for public FAQs

What applies for your customers, applies to public FAQs, too: They can be searched and there is a list of them to choose from, despite you need not login to http://localhost/otrs/faq.pl to view them. Again, this depends on your webserver's configuration, too.

Public FAQs are also included in the customers' view and search capabilities.

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