How to Create a New FAQ Article for service desk deflection
Introduction
This guide walks you through the steps for creating a new FAQ article in Chime V5. Chime V5 is a real time service desk using chat to ehlp employees quickly resolve problems. With the advent of AI, content is king and the inclusion of content management systems (CMS) into serivce desk applications allow new AI systems to quickly index helpful content and provide these solutions via chat and other UI.
Managers and admins have the rights to create FAQ articles. If you're an agent, this feature is not available for you. By the end of this blog post, you will know how to:
Locate where all FAQ articles are
Create a new FAQ article
Preview the FAQ article
Publish the FAQ article
Prerequisites: A Chime V5 account with manager or admin rights.
Steps to Create an FAQ Article
Step 1: Go to the “Manager Dashboard”
Log in to your Chime V5 account. Once logged in, navigate to the manager dashboard.
Step 2: Navigate to “Content > FAQ”
On the manager dashboard, look for the "Content" tab. Click on it, then select the "FAQ" sub-menu.
Step 3: Click on "New FAQ Item" Button
Within the FAQ page, you'll find a button labeled "New FAQ Item." Click this button to initiate the creation of a new FAQ article.
Step 4: Add Title
A new screen will appear, prompting you to enter a title for the FAQ article. Make sure the title is relevant and clear.
Step 5: Add Markdown for FAQ Article Content
Below the title, there's a space where you can add the content of your article. Chime V5 allows for Markdown formatting. Enter the content accordingly, using Markdown for any specific formatting needs.
Step 6: Preview the FAQ Article
After entering the content, scroll down to find the "Preview" button. Click on it to see how your FAQ article will appear once it's live. This helps ensure that the content is formatted correctly and looks good.
Step 7: Publish the FAQ Article
Once you're satisfied with the preview, find the "Publish" button. Click on it to make your FAQ article public and accessible to those who use the Chime V5 platform.
Conclusion
Creating an FAQ article in Chime V5 is straightforward. This feature is beneficial for managers and admins who want to disseminate information to everyone.