Service Desk Practitioners Forum
cancel

How to Import FAQs from a Excel Sheet

SOLVED
Go to solution
Highlighted
raam.mk
Respected Contributor.

How to Import FAQs from a Excel Sheet

Hi,
How can I import FAQs into Service Desk 4.5 with a data Exchange Task.
There is no template available for FAQs please guide
3 REPLIES
Mark O'Loughlin
Acclaimed Contributor.

Re: How to Import FAQs from a Excel Sheet

Hi,

you need to import the following into a service call - Description and solution.

As part of the import template you need to set the checkbox for FAQ to be checked (do this in the template)

Once service call is created and saved with the FAQ checkbox checked it will be available as an FAQ.
raam.mk
Respected Contributor.

Re: How to Import FAQs from a Excel Sheet

Hi Mark,
Once am going to import from the template it will create multiple Service Calls I belive which i dont want.Please guide.
Mark O'Loughlin
Acclaimed Contributor.
Solution

Re: How to Import FAQs from a Excel Sheet

Hi,

An FAQ is a service call saved with the FAQ tick box checked. Thats it. You then add a description and a solution so the user can search (description) and get information (solution.

If you want to use FAQ's you need to have servcie calls created.

if you want to update existing service calls you can still do a data exchange import using the service call ID's as unique key but this will overwrite existing calls.

If youa are concerned about FAQ's showing as service calls in reports use the filter to filter out the FAQ's where the FAQ tick box has been selected.