Sibling Answers
Sibling answers are a set of answers that share the same products, categories, or file attachments.
Sibling answers and attachments with access levels that are at or below the contact’s Service Level Agreement (SLA) are visible to the contact.
Note: To display file attachments for answer siblings
on the Attachments tab, the Siblings Visible property for the File
Attachments relationship item on the custom answer workspace must
be set to True. See Options Properties.
The Sibling Answers section of the Relationships tab consists of a toolbar and a list of sibling answers. The toolbar is found above the sibling answer list.
| Button | Description |
|---|---|
| Add | Click this drop-down list to select an option to add a new or existing answer to the sibling set. |
| Add New | Select this option to add an answer and establish a sibling relationship between the current answer and the new answer. |
| Add Existing | Select this option to create a sibling relationship between the current answer and an existing answer. The Answer Search window displays so you can search for an existing answer. |
| Open | Click this button to open the selected sibling answer. |
| Click this button to print the selected sibling answer. | |
| Delete | Click this button to permanently delete the sibling answer. |
| Preview | Click this button to preview the selected sibling answer. |
| Draft | Click this button to create a draft from the selected answer and open it for editing. |
| Remove | Click this button to remove the selected sibling answer, which disables the answer relationship. |
| Options | Click this button to display a drop-down list of report options. |
The list in the Sibling Answers section contains answers that share the same product or category as the current answer.
| Column | Description |
|---|---|
| Answer ID | This column displays the unique ID assigned to the answer. |
| Summary | This column displays a summary of the answer content. The summary is the answer subject. |
| Language | This column displays the language of the answer. |
| Status | This column displays the status of the answer. |
| Assigned | This column displays the name of the staff member assigned to the answer. |
| Date Updated | This column displays the date the answer was last updated. |
| Action | This column displays a link for opening the sibling answer. Right-click the Open link to select Print, Remove, or Preview. |