Configuring Frequently Asked Questions in
ICSS 
Frequently Asked Questions (FAQs), are designed to address the more common product issues faced by customers. An FAQ search retrieves a list of frequently asked questions for a given product. FAQs by product enable ICSS users to access solutions related to a specific product. Instead of writing a problem description themselves and conducting a specific search, users can save time and browse through pre-defined FAQs.
CRM Backend System Configuration
In the FAQ component, users select a category and a product through product selection. Define the product hierarchy for the Internet Customer Self-Service. To define which product categories are offered for selection in ICSS and thus determine which products will appear in ICSS, in Customizing, choose Customer Relationship Management ® E-Service ® Internet Customer Self-Service ® Define Hierarchy for Product Selection in the Internet.
To create FAQs in the CRM system:
· Run transaction CRMD_IIA_FAQ. A product selection dialog box appears,
· Press F4 to select the product for which you want create an FAQ,
· You are now in FAQ main screen. The product that you just selected should now appear under the Product Description area,
· Choose Change to switch to edit mode,
· Search Criteria: the Search for Problem dialog box will automatically appear if the selected product does not have an FAQ maintained for it yet. Use F4 in the Problem field to select a problem to link to the product that you chose above,
· Your selected problem should appear in the FAQ area,
· Replace the default text “How to (problem number)” with the text for your FAQ.
· Save
Optional Java Configuration
Product Selection (Component product_selection in XCM)
nb_elements_by_segment
Description: You can specify a maximum number of items to be displayed
in the dropdown listbox for category and product.
Default Value: 10
Value Range: Any integer, but we recommend a number between 10 and
100