Module: FAQ
Overview
The "FAQ" (Frequently Asked Questions) module allows creating and managing a knowledge base in question/answer format accessible to all users. This module facilitates information sharing and reduces recurring requests.
Configuration source: Parameters.xml (Form: FAQ)
Processing flow
FAQ Creation → Validation → Publication → Public consultation
Form
General information
- Form name:
FAQ - Internal tag:
FAQ_________________________________ - Purpose: Create and publish FAQ articles accessible to all users
- Associated workflow:
FAQ
Form structure
The FAQ form is organized in sections similar to the Document module.
Header
- Reference (calculated)
- Title *
- Category *
- Step (calculated)
Content
- Question *
- Answer * (HTML rich text field)
- Keywords (to facilitate search)
- Related documents
Metadata
- Manager *
- Publication date
- Revision date
- Related process
- Application sector
Main fields
| Field label | Probable system name | Type | Description |
|---|---|---|---|
| Reference | Reference | Text | Unique reference calculated automatically |
| Title * | Title | Text | Title of the FAQ article |
| Category * | Categorie | Dropdown list | FAQ category (List: QDM FAQ Category) |
| Question * | Question | Multiline text | The question asked |
| Answer * | Reponse | HTML editor | The detailed answer with formatting |
| Keywords | MotsCles | Text | Keywords for search |
| Manager * | Ged_Gestionnaire | Directory | FAQ article manager |
| Related process | Processus | Pick List | Related process |
| Application sector | Secteur | Pick List | Related sector(s) |
Value list
- QDM FAQ Category
Workflow
General information
- Workflow name:
FAQ - Purpose: Validate and publish FAQ articles
- Source:
Parameters.xml(Workflows section > FAQ)
Resources used
Profiles
- QDM User
- QDM Portal
- Administrator
Actors
- Editor
- Manager and Creator
- R-QDMAdmin
- QDM_Reader
- Everyone
Roles
- QDMAdmin
- QDMAuthor
- QDMLecteur
Workflow diagram
┌──────────────┐
│ Step 1 │
│ Writing │
│ (Manager) │
└──────┬───────┘
│
┌────────┴────────┐
│ │
Publish FAQ Cancel
│ FAQ
│ │
▼ ▼
[END: Published] [END: Cancelled]
Accessible to all
Detailed steps
Step 1 - Writing
| Property | Value |
|---|---|
| Description | Allows writing the FAQ article |
| Participants | Manager and Creator |
| Readers | R-QDMAdmin |
| Editable fields | All form fields |
| Reminder | No |
Validation rules
| Button | Required fields | Comment | Description |
|---|---|---|---|
| Publish FAQ | Title, Category, Question, Answer, Manager | No | Makes the FAQ article accessible to everyone |
| Cancel FAQ | - | Yes and mandatory | Cancels the article creation |
Exit transitions
| Link | Condition | Notification | Read rights |
|---|---|---|---|
| Writing → Workflow completed (Published) | Publish button | No | Everyone |
| Writing → Workflow completed (Cancelled) | Cancel button | No | R-QDMAdmin only |
Views
The FAQ module offers specialized views to facilitate consultation.
Available views
- FAQ by category
- FAQ by keyword
- FAQ by process
- My FAQs (articles I created)
- All FAQs
Search features
- Full-text search on question/answer
- Filtering by category
- Filtering by process
- Filtering by sector
- Sorting by relevance or date
Dependencies
Required value lists
| Value list | Usage | Impact |
|---|---|---|
| QDM FAQ Category | Article categorization | Required |
| Process | Related process | Optional |
| Sector | Application sector | Optional |
Field inheritance
From FAQ to Revision request
Like documents, it is possible to request revision of an FAQ article.
| Source field (FAQ) | Target field (Revision request) |
|---|---|
| Reference | Reference |
| Title | Title |
| Version | Version |
| Ged_Gestionnaire | MRValidator |
Configuration
Field inheritance is configured in Parameters.xml:
FAQ > Revision request
Portal integration
Portal display
- FAQ widget displaying most viewed articles
- Quick access by category
- Search integrated in the global search engine
Project feedback
Best practices
- Organize categories logically and intuitively
- Use relevant keywords to facilitate search
- Regularly update FAQ articles
- Archive obsolete articles rather than deleting them
- Encourage users to suggest new questions