FAQ Template

Overview

The Frequently Asked Questions (FAQ) article template allows you to share information in a question and answer format.

Example of FAQ Article

Here's an example of how a completed FAQ article looks:

Use Cases

FAQ articles are a common way to deliver information, but it's important to know when it is appropriate to use this format.

When to use

You should create an FAQ article to:

Answer questions that are asked frequently to employees
Provide quick information for the customer
Reduce the load of your customer service employees

When to NOT use

You should not use an FAQ article to:

Deliver information that is not a common issue or concern
Deliver information that requires administrative support or technical overrides
Deliver information that requires multiple steps
Deliver information that doesn't have a simple answer

Anatomy of the Form

Main Sections

The FAQ article template gives you two pre-set sections in your article:

Question
Answer

In these sections, information is entered in a question answer format

These two sections have predefined headings. This means that each section will have their corresponding headings applied by default. You do NOT need to create these headings. You will be able to view the headings after you've published your article.

Reference the image below to see the headings that are automatically applied. Select the image to magnify:

Sub-Headings & Accessibility Requirements

Because headings are applied automatically as H3 Heading elements, you will need to use the H4 headings if you decide to add a child heading to each of the corresponding sections.

Reference the image below for an example of an H4 Heading being applied. Select the image to magnify:

You can support your article with a related articles section. This may help your customer answer another question they may have similar to that topic. This section needs to be manually added at the end of the "Answer" section when creating the document. See example below. Select the image to magnify:

Good vs. Bad Examples

Good Example

The example below showcases the correct implementation of an FAQ article. It includes the following components: a question, an answer, and a related article section (optional). The question is posed in both the title and under the question header. The answer to the question is located directly under the answer section. The information reported in the answer is relevant to the frequently asked question. All unrelated information to the question, but related to the topic is linked below the article. Select the image to magnify:

Bad Example

The example below includes an example of an FAQ article used incorrectly. This is incorrect because it includes a "How to set up EMFL" section. This portion of the article is out of the scope of the question. This portion could have been placed in a "How-To" knowledge article and then linked under a "Related Articles" section. In addition, the title of the article doesn't match the question posed under the question header. Select the image to magnify:

How to Implement Template

Step 1: Navigate to Knowledge Bases

Type “knowledge” in the filter navigator on the left hand side and press enter.

Step 2: Find “Create Article” Option

After the “Knowledge Bases” screen loads, click the “Create an Article” button on the top right.

Step 3: Choose Knowledge Article Type

First select the knowledge base that you want your article to be stored in. Then, select the article template that you want. This will populate a preview of that template with sample text. If it is representative of way you want to deliver the information, click next. If not, select another template that may be more representative.

Step 4: Populate Required Fields

Fill out information to properly categorize your article.

Step 5: Enter Knowledge for KB Article

Short Description Field

Enter FAQ question here (e.g. What is the difference between affect and effect?)

Question

Enter the FAQ Question here once more: (e. g. What is the difference between affect and effect?). The word “Question” will be shown as a heading, h3 (represented by the blue).

Answer

Enter the answer to the question here: (e.g. "Affect is a verb – “to affect” – meaning to influence or have an impact on something. Effect is the noun – “an effect (a positive or a negative effect) is the result of being affected by something.") The word “Answer” will be shown as a heading, h3 (represented by the blue).

Below the answer, manually enter "Related Article" and then tag the link to the title of the related article.

Step 6: Save & Publish

Select the “Save” button to save your knowledge article. Then select the “Publish” button to publish your article to the KB article destination that you selected.