So is the FAQ that I see in the Admin area available for customers and clients to use, or is it just supposed to be an agent-facing resource? The only reason I ask is I don't see anyway for a partner or customer to see the FAQ, which was my intention so that it would cut down on support requests. 

You can define if they can see it or not - so it's up to you.First, enable the knowledge base:Admin Panel -> Settings -> Knowledge BaseNext, create a FAQ-Category and make it public (category type: public):Agent Panel -> Knowledge base -> Categories -> Add new categoryAnd finally create a new FAQ with type public:Agent Panel -> Knowledge base -> FAQ -> "Your FAQ Name" -> Add new FAQ"That's it ;)

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