FAQ

The system offers FAQ as a simple but powerful tool for collection of questions and answers that can be used by the support staff in responding to customer requests or complaints.
You can use this
as a knowledge base about product, services or processes
for your employees to be informed about internal business processes
for your support staff to manage the process for helping customers
Follow the "New FAQ" link to create a new FAQ.
The form that comes up includes the necessary fields to create a new ticket as shown below. Most of the fields are self-explanatory and should capture the specifics of the customer issue.
Use the "Status" and "Category" drop-downs to position the FAQ appropriately. These fields are populated from "Settings > Picklist Settings > Edit Picklist Settings" and this list can be customized there to support the business specific support processes.
The "Question" and "Answer" field should be used to enter the FAQ information and the "Comment" field can be used to add additional information as necessary.