{"id":433372,"date":"2023-11-28T18:36:45","date_gmt":"2023-11-28T17:36:45","guid":{"rendered":"https:\/\/www.kafinea.com\/?post_type=docs&#038;p=433372"},"modified":"2026-04-23T01:48:42","modified_gmt":"2026-04-22T23:48:42","password":"","slug":"les-faq","status":"publish","type":"docs","link":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-faq\/","title":{"rendered":"Les FAQ"},"content":{"rendered":"<blockquote class=\"bq-exemple\">\n<p>\ud83d\udccd <strong>O\u00f9 trouver ce module ?<\/strong><br \/><em>Menu principal &gt; Support<\/em><\/p>\n<\/blockquote>\n<hr \/>\n<h2>Introduction<\/h2>\n<p>Le module <strong>FAQ<\/strong> permet de cr\u00e9er et g\u00e9rer une base de connaissances interne sous forme de questions-r\u00e9ponses. Les FAQ aident les agents de support \u00e0 r\u00e9soudre rapidement les probl\u00e8mes r\u00e9currents et peuvent \u00eatre partag\u00e9es avec les clients via le portail client. Le module est accessible via <em><strong>Support client &gt; FAQ<\/strong><\/em>.<\/p>\n<hr \/>\n<h2>1. Cr\u00e9er une FAQ<\/h2>\n<p>Cliquez sur <em><strong>Ajouter FAQ<\/strong><\/em> depuis la liste du module.<\/p>\n<p><strong>Informations \u00e0 renseigner :<\/strong><\/p>\n<ul>\n<li><strong>Question<\/strong> : la question pos\u00e9e (obligatoire)<\/li>\n<li><strong>R\u00e9ponse<\/strong> : la r\u00e9ponse d\u00e9taill\u00e9e<\/li>\n<li><strong>Cat\u00e9gorie<\/strong> : le th\u00e8me de la FAQ (g\u00e9n\u00e9ral, technique, facturation\u2026)<\/li>\n<li><strong>Statut<\/strong> : l&rsquo;\u00e9tat de la FAQ (publi\u00e9e, brouillon, obsol\u00e8te)<\/li>\n<li><strong>Produit<\/strong> : le produit ou service concern\u00e9, le cas \u00e9ch\u00e9ant<\/li>\n<\/ul>\n<hr \/>\n<h2>2. Utilisation<\/h2>\n<p>Les FAQ servent \u00e0 :<\/p>\n<ul>\n<li><strong>Capitaliser les connaissances<\/strong> : documenter les solutions aux probl\u00e8mes fr\u00e9quents<\/li>\n<li><strong>Acc\u00e9l\u00e9rer le support<\/strong> : les agents peuvent rechercher dans la base de FAQ avant de traiter un ticket<\/li>\n<li><strong>Informer les clients<\/strong> : les FAQ publi\u00e9es peuvent \u00eatre accessibles depuis le portail client (extranet)<\/li>\n<\/ul>\n<hr \/>\n<h2>3. Questions fr\u00e9quentes<\/h2>\n<p><strong>Les clients peuvent-ils consulter les FAQ ?<\/strong><br \/>\nOui, si le portail client est activ\u00e9, les FAQ au statut <em><strong>Publi\u00e9e<\/strong><\/em> sont accessibles aux clients. Cela leur permet de trouver des r\u00e9ponses sans cr\u00e9er de ticket.<\/p>\n<p><strong>Comment organiser les FAQ ?<\/strong><br \/>\nUtilisez les cat\u00e9gories pour regrouper les FAQ par th\u00e8me. Vous pouvez \u00e9galement lier les FAQ \u00e0 des produits sp\u00e9cifiques pour faciliter la recherche.<\/p>\n<p><strong>Puis-je lier une FAQ \u00e0 un ticket ?<\/strong><br \/>\nOui, lors de la r\u00e9solution d&rsquo;un ticket, vous pouvez r\u00e9f\u00e9rencer une FAQ existante dans la solution, \u00e9vitant de r\u00e9diger la m\u00eame r\u00e9ponse plusieurs fois.<\/p>\n<hr \/>\n<h2>R\u00e9f\u00e9rences associ\u00e9es \ud83d\udd17<\/h2>\n<ul>\n<li><a href=\"https:\/\/www.kafinea.com\/documentation\/support-client\/les-tickets\/\">Les tickets<\/a><\/li>\n<li><a href=\"https:\/\/www.kafinea.com\/documentation\/support-client\/portail-clients\/\">Le portail client<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\ud83d\udccd O\u00f9 trouver ce module ?Menu principal &gt; Support Introduction Le module FAQ permet de cr\u00e9er et g\u00e9rer une base de connaissances interne sous forme de questions-r\u00e9ponses. Les FAQ aident les agents de support \u00e0 r\u00e9soudre rapidement les probl\u00e8mes r\u00e9currents et peuvent \u00eatre partag\u00e9es avec les clients via le portail client. Le module est accessible&#8230;<\/p>\n","protected":false},"author":17,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_uag_custom_page_level_css":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"doc_category":[194],"doc_tag":[],"class_list":["post-433372","docs","type-docs","status-publish","hentry","doc_category-support-client"],"year_month":"2026-06","word_count":291,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"Kenny Legros","author_nicename":"kenny-legros","author_url":"https:\/\/www.kafinea.com\/fr\/author\/kenny-legros\/"},"doc_category_info":[{"term_name":"Support client","term_url":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/"}],"doc_tag_info":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Documentation - Les FAQ &#8226; Kafinea<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-faq\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Documentation - Les FAQ &#8226; Kafinea\" \/>\n<meta property=\"og:description\" content=\"\ud83d\udccd O\u00f9 trouver ce module ?Menu principal &gt; Support Introduction Le module FAQ permet de cr\u00e9er et g\u00e9rer une base de connaissances interne sous forme de questions-r\u00e9ponses. 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Le module est accessible...","_links":{"self":[{"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/docs\/433372","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/comments?post=433372"}],"version-history":[{"count":12,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/docs\/433372\/revisions"}],"predecessor-version":[{"id":442828,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/docs\/433372\/revisions\/442828"}],"wp:attachment":[{"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/media?parent=433372"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/doc_category?post=433372"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/doc_tag?post=433372"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}