Frequently Asked Questions in E-Service 

Use

FAQs are designed to help Web users solve commonly encountered problems. They are linked to a specific product. Each FAQ is also linked to a problem. These problems are themselves linked to solutions. Web users can save time by browsing through FAQs instead of searching at large for a problem description associated with a particular product.

 

Features

Web users can select a product and view a list of FAQs. You are responsible for maintaining categories and products, and for releasing the problems available to the web user. Only Categories/Products that were included in the defined hierarchy and that are linked to one or more FAQs will be displayed.

Solutions are retrieved from the Solution Database and displayed in the form of a list. They contain solution descriptions and a list of documents attached to these solutions. Documents attached to a solution can be downloaded and/or e-mailed to third parties.

 

Activities

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       1.      Web user chooses FAQs

       2.      System displays a list of product categories and products

       3.      Web user selects category and product

       4.      System displays list of FAQs

       5.      Web user selects an FAQ from the list

       6.      System displays a list of solutions

       7.      Web user selects a solution

       8.      System displays solution details including a list of attachments

       9.      Web user can choose:

¡        to e-mail solution to third party

¡        to print solution

¡        to display attachments