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Version: 6.0.0

FAQ Management

Introduction​

The FAQ (Frequently Asked Questions) Management system allows you to create, organize, and maintain a structured repository of common questions and their answers. This feature helps users quickly find information to common queries without needing to search through extensive documentation or contact support. The FAQ system supports categorization, permission management, and comprehensive editing capabilities.

Table of Contents​

Accessing FAQ Management​

  1. Navigate to the Knowledge Management section from the main navigation bar
  2. Select FAQ from the dropdown menu
  3. The FAQ management interface will display, showing existing categories and FAQs

FAQ System Structure​

The FAQ system is organized hierarchically:

  • Categories: Top-level groupings that organize related FAQs
  • Questions: Individual FAQ entries within categories
  • Responses: Detailed answers to each question

This structure makes it easy for users to locate relevant information based on topic areas.

Managing FAQ Categories​

Creating a New Category​

  1. From the FAQ management interface, click Add Category
  2. Enter a descriptive category name
    • Choose a clear, concise name that accurately represents the topic
    • Avoid overlapping with existing categories
  3. (Optional) Add a category description
    • Provide context about what types of questions belong in this category
  4. Set permissions for the category (see Permission Management section)
  5. Click Save to create the category

Editing a Category​

  1. Locate the category in the list
  2. Click the Edit button (pencil icon) next to the category name
  3. Modify the name, description, or permissions as needed
  4. Click Save to apply your changes

Deleting a Category​

  1. Locate the category in the list
  2. Click the Delete button (trash icon) next to the category name
  3. Confirm the deletion in the prompt that appears
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Warning: Deleting a category will also delete all FAQs within that category. This action cannot be undone.

Managing FAQ Questions and Responses​

Adding a New Question​

  1. Select the appropriate category
  2. Click Add New Question
  3. In the form that appears, provide:
    • Question: Enter the question text
      • Be clear and specific
      • Use natural language that matches how users would ask
      • Keep questions concise but complete
    • Response: Enter the detailed answer
      • Provide comprehensive information
      • Use formatting for readability (headers, lists, etc.)
      • Include links to additional resources when relevant
  4. Select group permissions (which user groups can view this FAQ)
  5. Click Add to save the new FAQ

Editing an Existing FAQ​

  1. Locate the FAQ in its category
  2. Click on the FAQ name to view it
  3. A popup will appear showing the FAQ details
  4. Click the Edit button in the Actions section
  5. Modify the question text, response, or permissions as needed
  6. Click Save to apply your changes

Deleting an FAQ​

  1. Locate the FAQ in its category
  2. Click on the FAQ name to view it
  3. In the popup, locate the Delete option in the Actions section
  4. Click Delete and confirm the action

FAQ Metadata and Properties​

When viewing an FAQ, you'll see several important metadata fields:

  • Added By: The username of the person who created the FAQ
  • Last Modified: Date and time when the FAQ was last updated
  • Category: The category to which the FAQ belongs
  • Group Permissions: User groups that can access this FAQ

This information helps with governance and understanding the FAQ's context and history.

Permission Management​

Setting Category Permissions​

Category permissions determine which user groups can see the category and its contained FAQs:

  1. When creating or editing a category, you'll see a Group Permissions section
  2. Select one or more user groups from the dropdown
  3. Only users in these groups will be able to see this category

Setting Individual FAQ Permissions​

Individual FAQs can have their own permission settings:

  1. When creating or editing an FAQ, locate the Group Permissions section
  2. Select the appropriate user groups
  3. Only users in these groups will be able to see this FAQ, even if they can see the category

Permission Inheritance and Overrides​

Understanding how permissions work across the FAQ hierarchy:

  • By default, FAQs inherit the permissions of their parent category
  • Individual FAQ permissions can override category permissions
  • If a user has access to an FAQ but not its category, they may see the FAQ in search results but not when browsing categories

Best Practices for FAQ Management​

Creating Effective FAQs​

  • Use Real Questions: Base FAQs on actual questions users ask
  • Be Specific: Address one clear topic per FAQ
  • Use Plain Language: Avoid jargon and technical terms unless necessary
  • Keep Current: Regularly review and update FAQs as information changes
  • Be Comprehensive: Provide complete answers that don't require further questions
  • Consider Variations: Include common variations of the same question

Organizing Categories​

  • Limit Category Count: Keep the number of top-level categories manageable (ideally 5-12)
  • Use Intuitive Names: Category names should be immediately understandable
  • Ensure Coverage: Make sure all common question topics have a logical category
  • Avoid Overlap: Minimize duplication of topics across categories
  • Consider User Perspective: Organize by how users think about topics, not internal structure

Maintenance Strategy​

  • Regular Review: Schedule quarterly reviews of all FAQs for accuracy
  • Usage Analysis: Review analytics to see which FAQs are most/least viewed
  • Collect Feedback: Provide mechanisms for users to indicate if FAQs were helpful
  • Identify Gaps: Monitor support tickets and chat logs to identify new FAQ candidates
  • Archive Outdated Content: Rather than deleting, consider archiving outdated FAQs

FAQ Viewing Interface​

Users access FAQs through a dedicated interface:

Browsing Categories​

  • Users see a list of categories they have permission to view
  • Clicking a category displays all FAQs within that category
  • FAQs are typically sorted alphabetically or by popularity

Searching FAQs​

  • A search bar allows users to find FAQs by keywords
  • Search results show matching FAQs across all categories the user can access
  • Results are typically ranked by relevance

Viewing FAQ Details​

  • Clicking on an FAQ displays the full question and response
  • Users may have options to:
    • Copy the content
    • Share a link to the FAQ
    • Provide feedback on helpfulness
    • Report inaccuracies

Integration with Other Features​

The FAQ system integrates with other platform features:

Search Integration​

FAQs appear in global search results, making them accessible throughout the platform.

Knowledge Set Integration​

FAQs can be included in Knowledge Sets alongside other knowledge sources for comprehensive coverage.

Chat Integration​

The chat system can suggest relevant FAQs based on user queries, providing immediate answers.

Bulk Operations​

For efficient management of multiple FAQs:

Importing FAQs​

  1. Prepare a CSV file with columns for Category, Question, and Response
  2. Navigate to the FAQ management interface
  3. Click Import FAQs
  4. Select the prepared CSV file
  5. Map the columns to the appropriate fields
  6. Set default permissions
  7. Click Import to process the file

Exporting FAQs​

  1. Navigate to the FAQ management interface
  2. Click Export FAQs
  3. Select the categories to export
  4. Choose the export format (CSV, Excel, PDF)
  5. Click Export to download the file

FAQ Analytics​

Monitor the performance and usage of your FAQs:

Available Metrics​

  • View Count: Number of times each FAQ has been viewed
  • Search Hits: How often each FAQ appears in search results
  • Feedback Ratings: User ratings of FAQ helpfulness
  • Category Traffic: Which categories receive the most views

Using Analytics​

  1. Access the analytics dashboard from the FAQ management interface
  2. Filter by date range, category, or specific FAQs
  3. Export reports for sharing with stakeholders
  4. Use insights to guide FAQ improvement efforts

Troubleshooting Common Issues​

IssuePossible CausesSolutions
FAQ not appearing for usersPermission issues, FAQ disabledCheck group permissions, verify FAQ is active
Categories missingPermission configuration, category deletionReview permission settings, check category status
Formatting issues in responsesHTML/Markdown syntax errorsUse the preview function, check formatting syntax
Duplicate FAQs appearingMultiple similar questions createdConsolidate similar FAQs, use redirects
Search not finding relevant FAQsKeyword mismatch, indexing issuesReview question wording, ensure search indexing is up-to-date

Advanced Features​

FAQ Templates​

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