Adding an FAQ list to your web pages

The FAQ is a subset of the KB – those questions indicated as Frequently Asked Questions (using the FAQ status line of the KBnew, KB review or QA review screens, if this has been configured into your system).

Many organisations now have rules about what can be published on their web sites, meaning that for RefTracker KB questions and answers to be allowed to appear in the web site they first need to be approved. Others just want to be able to have a subset of their KB answers (usually the most commonly asked ones) appear in an FAQ list on their web site.

To extract the items marked as being in the FAQ, so your IT department can include them in their web pages, go to Systems>Batch process menu>Data import/export>Data export and use the “FAQ records” export function. This process will produce a file of all questions in the FAQ, in XML format.

The XML output includes information to allow hyperlinks to any question or answer attachments to FAQ questions to be included in the web pages produced by this data.

To use this concept, parameter 0.16 “FAQ database availability” must be set to “Client” or “Staff” so that questions can be marked as in the FAQ.

When parameter 0.16 is set to “Client” your FAQ questions can also be inserted in your web pages using the RefTracker client interface provided FAQ page by using    http://<YourRefTrackerDomain>/reft290.aspx?sdb=3