Once enabled, and after logging in to the service console, users can use the menu option "My Questions & Answers" to self-administer question and answer pairs;
Enabling the Questions and Answers feature
To allow your users to self administer emergency codes using the service console perform the following procedure;
In order to edit the policy settings for the self-service console, log in to the management console, then navigate to "Administration | Policies", click on the Category "Self-Service", then click the
button;
Left click on the context menu of the self service policy , then select "Edit";
A new window will open titled "Policy - Edit", a new window titled "Policy - Edit" will now open;
Expand the sections "Self-Service Portal", then scroll down to the section "Question & Answer Permissions";
The options in this section of the Self-Service policy settings determine what aspects of the Questions & Answers module the user will have access to.
If you want your users to be able to fully manage their Questions and Answer pairs then ensure that all of the above options are selected then click
and the policy will be updated.
Managing Question and Answer pairs using the Service Console
Once the user has navigated to the Question & Answers section, Question and Answer pairs may be added, edited and deleted (examples below).
- Log in to the service console, select the menu option "My Questions & Answers", then click on the
button;
After clicking on the button, a new window titled "Question details" will open;
Click on the dropdown at the end of the prompt "Question", and you will be provided with a list of default questions that you can select from.
Choose which of the available questions you wish to supply an a required reply to, then supply your chosen reply, then click
;
The list of questions will now be updated to include the newly supplied question and answer pair;
- Log in to the service console, select the menu option "My Questions & Answers", then click on the Question/Answer pair to be edited;
A new window titled "Question details" will now open, the Question/Answer pair can be edited by clicking on the
button;
After making changes to your answer you can update the Question and Answer pair by clicking on the
button.
- Log in to the service console, select the menu option "My Questions & Answers", then click on the Question/Answer pair to be edited;
A new window titled "Question details" will now open.
To confirm you want to delete the Question and Answer pair, click on the
button;.