Despite the well-known icons for logging out of OTRS and accessing the Agent- and Admin-Areas, the FAQ-Area bears the following functions that enable you to maintain the FAQs.
Search: You may perform a search over all FAQ entries using a free text or keyword search, combined with a set of languages and categories.
You may also select a specific entry from an overview of all available FAQs, as shown underneath the search section.
New article: Here you compose new articles, ie. new FAQ entries.
History: The complete history let's you see who has submitted/changed which FAQ entry and when.
Category: To distinguish certain areas of knowledge, you may use categories. Imagine having a list of Categories reflecting your prodcut portfolio, for example.
Language: You define which languages are used in the FAQs here.
State: You may define more than the three initial FAQ states 'internal', 'external' and 'public'.
Your customers are able to search the FAQ, very similar to the agent's search. They may select a specific entry from the overview of the available FAQs, too.
What applies for your customers, applies to public FAQs, too: They can be searched and there is a list of them to choose from, despite you need not login to http://localhost/otrs/faq.pl to view them. Again, this depends on your webserver's configuration, too.
Public FAQs are also included in the customers' view and search capabilities.