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Datasheet: FAQ Management
Everyone on the team answers differently? One answer for portal, phone and website chat. FAQs are short question-and-answer pairs in your knowledge base.
This datasheet is available in 21 languages; on this page you download the English version. Free, no registration.
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MoreWhat's inside
- Question and answer
- Categories and filters
- Status before publishing
- Every language on its own
- Votes and comments
- Answers on phone and in chat
- Technical data
- In practice
- Frequently asked questions
Who it is for
In practice: Standard questions in website chat · A hotline with fixed answers · Multilingual customer service
Key facts
- Entry: Question in the title, answer in the body, plus category, tags and status
- Languages: One version per language, AI translation at the click of a button
- Readers: Customer portal, team, conversation agents and chat agents in Agent AI
- Feedback loop: Helpful or Not helpful with a reason, open feedback as a list
Questions and answers
Frequently asked questions about this download
What is the difference between an FAQ and an article?
An FAQ is a short question-and-answer pair, an article a detailed how-to. Both live in the same knowledge base and serve equally as a source for portal and agents.
Which agents use my FAQs?
Conversation agents on the phone and in website chat, and chat agents in Agent AI, each with the knowledge bases you assign to them. An assigned knowledge base counts with its internal and published entries.
Do internal FAQs stay within the team?
They stay out of the customer portal. Internal means readable for your team and for the agents you assign the knowledge base to. So give public agents knowledge bases whose content customers may hear.
How do I find out which FAQ is not helping?
Article ratings sorts by quality: a low helpful rate and many no votes rise to the top. You read open comments in the review dialog and mark them as done once you have revised the entry.
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