Martyn Houghton Posted June 8, 2018 Share Posted June 8, 2018 Would it be possible to have the ability to control the display order of Frequent Asked Questions (FAQ's) within the Service properties, so that they can be reorderd when displayed on the customer portal? Cheers Martyn 4 Link to comment Share on other sites More sharing options...
Alisha Posted June 11, 2018 Share Posted June 11, 2018 +1, this would be really useful. Link to comment Share on other sites More sharing options...
Steven Boardman Posted June 11, 2018 Share Posted June 11, 2018 @Martyn Houghton @Alisha thanks for the suggestion. Unlike the catalog items drag and drop approach to ordering, this is not an option open to us due to the use of the list approach to display more attributes of each FAQ. Another consideration is a filter option for ordering like: * Creation Date * Alpherbetical * Most views * Most likes or such like, would this approach help? Steve Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 13, 2018 Author Share Posted June 13, 2018 @Steven Boardman The issue is when you get a large volume of them they become unwieldy. Certainly having the option to filter/sort them would help. Perhaps have the option to group them by catalog item, i.e. all existing ones are top level service and then add the option to link to a catalog item, if you want to group them by the latter? Cheers Martyn Link to comment Share on other sites More sharing options...
Stuart Riddell Posted July 16, 2018 Share Posted July 16, 2018 +1, this is becoming mandatory as we add more & more. Not sure what order they are displayed in. At first I thought it was creation or last update but not all appear to follow that rule. Even simple name ordering would be a massive improvement. Link to comment Share on other sites More sharing options...
lomixture Posted July 16, 2018 Share Posted July 16, 2018 +1 We have resorted to using key words within the FAQs and redirecting to the customer to our intranet pages for a full list of FAQs where we can order/filter/categorise as necessary. This enables the customer to find the FAQs relating to their key word and for us to keep the FAQ list on SM as short as possible to stop endless scrolling. A way to alphabetise/link FAQs to certain categories or catalogue items would be ace! Link to comment Share on other sites More sharing options...
Steven Boardman Posted July 18, 2018 Share Posted July 18, 2018 @Stuart Riddell @lokent i have added you both to the story as interested parties, the scope of the story is the ability to re-order the FAQ's by various ordering options. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 5, 2018 Author Share Posted November 5, 2018 @Steven Boardman Is there any update on this story? Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 5, 2018 Share Posted November 5, 2018 +1 for us on this please....... Link to comment Share on other sites More sharing options...
Steven Boardman Posted November 5, 2018 Share Posted November 5, 2018 @Martyn Houghton not yet i am afraid, it is in the queue but no fixed timeframe as we stand. @Paul Alexander i've added you as an interested party. We will post back here as it progresses and is scheduled. Link to comment Share on other sites More sharing options...
Hannah Stella Posted January 16, 2019 Share Posted January 16, 2019 @Steven Boardman +1 I'm interested as well Link to comment Share on other sites More sharing options...
Steven Boardman Posted January 17, 2019 Share Posted January 17, 2019 @Hannah Stella thanks, i've added you to this story, this will help with it's prioritisation and we'll post back as this progresses and becomes scheduled. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 25, 2019 Author Share Posted June 25, 2019 @Steven Boardman Following on from the Insight 19 session about keeping your service catalog as simple as possible and making more use of catalog items and subscription to this level, can the display of the FAQ be linked to the catalog subscription level as well. i.e. if you have a service with 5 catalog items under it, the user us only shown the FAQ's linked to the Service and those catalog items they are subscribed too? Cheers Martyn Link to comment Share on other sites More sharing options...
Steven Boardman Posted July 10, 2019 Share Posted July 10, 2019 @Martyn Houghton i'll certainly pass this on as we are doing some more work right now on entitlement and knowledge so i will flag this with the team managing this and see if there is anything we can do around this. Obviously to achieve this then we are talking about linking Knowledge at the catalog item which it currently isn't, but i will raise it for you. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 10, 2019 Author Share Posted July 10, 2019 @Steven Boardman Thanks for the update. Let me know if you need any further information. Cheers Martyn Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 7, 2020 Share Posted January 7, 2020 +1 for me too please 1 Link to comment Share on other sites More sharing options...
lomixture Posted January 17, 2020 Share Posted January 17, 2020 Hello all, Back from 12 months of maternity leave, and wondering if there has been any movement on this? We are going live with a new service soon, and have been asked the question of housing usable FAQs in the system again. Thanks! 1 Link to comment Share on other sites More sharing options...
TSheward_SGW Posted February 25, 2020 Share Posted February 25, 2020 +1 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 28, 2020 Author Share Posted August 28, 2020 @Steven Boardman @James Ainsworth Any update on this? Cheers Martyn Link to comment Share on other sites More sharing options...
jstantiford Posted September 10, 2020 Share Posted September 10, 2020 +1 1 Link to comment Share on other sites More sharing options...
joseph.doyle Posted September 10, 2020 Share Posted September 10, 2020 +1 This would be really useful 1 Link to comment Share on other sites More sharing options...
lomixture Posted October 16, 2020 Share Posted October 16, 2020 Good afternoon Please please could we have an update on this? Due to COVID19 we have a hub of FAQs and knowledge and the number of FAQs accessed regularly and thus required is getting out of control. A way to number/date sort/alphabatise/etc would be so extremely handy! Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 3, 2020 Author Share Posted November 3, 2020 @James Ainsworth Is there an update on this, as this seems to be an issue for a lot of us? Cheers Martyn Link to comment Share on other sites More sharing options...
Samantha Melville Posted February 8, 2021 Share Posted February 8, 2021 This is something we have also noticed, it would be useful if this was enabled 2 Link to comment Share on other sites More sharing options...
lomixture Posted March 10, 2021 Share Posted March 10, 2021 Echoing the above, it's been going on a long time now! Link to comment Share on other sites More sharing options...
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