Frequently Asked Questions (FAQ)
FAQ are a list of frequently asked questions to a problem and a
given product. For example, if your product is a PC hard drive, and your problem
is hard drive crashes, your FAQ might be How to restore a PC
hard drive after a crash.
FAQ can provide condensed descriptions
of solutions, and save time because you can browse through the FAQ instead
of searching for solutions.
Note
This function is available only on the SAP GUI.
Prerequisites
Create and release the problems that you want to link your FAQ to.
Activities
Caution
When knowledge administrators maintain FAQ, they can view the problem that each FAQ is linked to, irrespective of the knowledge administrator's information security profile. This is because information security is designed to restrict access to problem records only in searches. For more details, see Information Security.
Creating an FAQ
On the
SAP Easy Access
screen, choose
Service
Enterprise Intelligence
Solution Database
Maintain Frequently Asked Questions
, or enter transaction CRMD_IIA_FAQ.In the dialog box that appears, select the product(s) and choose
Enter
.On the screen that appears, if you have selected more than one product in step 2, double-click a product.
Choose
Find Problems
, to link each FAQ to a specific problem. (When subsequently maintaining FAQ for a different product, you can link a different FAQ to the same problem.)Double-click a problem and maintain a FAQ by replacing the default text beginning with
How to ...
with your own text, or by editing the existing FAQ.Repeat step 5 as required. If your list of problems includes problems for which you do not want to maintain a FAQ for this product, double-click the problem and choose
Unlink
.
After creating your FAQ, compile the Solution Database. This enables the search engine to find the FAQ. For more information, see Knowledge Base Compilation