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Znuny - FAQ-Plugin: Introduction and Installation

What is the FAQ-Plugin?

Section titled “What is the FAQ-Plugin?”

The FAQ-Plugin extends Znuny with a central knowledge base where frequently asked questions (FAQs) can be recorded, categorized, and made available in a searchable format. This allows agents to quickly access pre-written answers and enables customers to find solutions independently in the self-service area.

Compatibility & System Requirements

Section titled “Compatibility & System Requirements”
  • Znuny version: 11.0.x and higher
  • Znuny version: 7.0.x and higher
  • Perl modules: no external dependencies
  • Database: PostgreSQL or MySQL/MariaDB

Installation

Section titled “Installation”
  1. Package Manager (Admin Interface)
  • Log in to the Znuny admin area.
  • Navigate to System Administration → Package Manager.
  • Search for FAQ and click Install.
  1. Manual Installation
  • Download the add-on archive and extract it into the Kernel/Config/Files/ directory.
  • In the admin area under System Administration → Update, select Reload File System to integrate the new modules.
  1. Database Migration
  • After installation, run the migration command in the terminal:
Terminal window
bin/znuny.Console.pl Maint::Database::Upgrade
  • Check in Admin → System Administration → SysConfig → Core → FAQ whether all default values are available.

First Steps

Section titled “First Steps”
  1. Display FAQ Area
  • Agents will find a new item for managing questions in the menu under SelfService → FAQ.
  • A new FAQs module will appear in the customer portal, allowing end users to search for questions.
  1. Create First FAQ
  • Click on Add FAQ in the agent interface.
  • Assign a title, select a category, and create the answer text.
  • Activate the question with the status Valid.
  1. Categories & Language
  • Create new topic areas in Administration → Categories (e.g., “Access”, “Invoices”).
  • For multilingual support, store alternative texts for different languages.

Congratulations! Your FAQ-Plugin is installed and ready to use. In usage.md you will find detailed instructions for daily work with FAQs.

Frequently asked questions

What does the Znuny FAQ-Plugin provide?

It adds a central knowledge base where FAQs can be recorded, categorized, and searched so agents reuse answers and customers find solutions in self-service.

How do I install the FAQ-Plugin in Znuny?

Use Admin → System Administration → Package Manager, search for FAQ, and install. Alternatively install the package manually and reload the file system, then run the database upgrade.

Where do agents and customers find FAQs after installation?

Agents manage FAQs under SelfService → FAQ; customers get a FAQs module in the customer portal to search published articles.