Work with FAQ entries

Audience:
person
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Version: 10.5
• 4 minutes to read
 • 4 minutes to read

Frequently Asked Questions (FAQs) are an important part of service request handling. Since many customer inquiries repeat over time, it is a good idea to create FAQs that contain answers to such recurring questions.

Note

This feature requires a license for SuperOffice Customer Centre.

Advantages to having an FAQ library

  • FAQs can be made available in your Customer Centre, where customers can search for answers themselves.
  • FAQs speed up the work of support agents, who can quickly add links to FAQ entries when replying to customer inquiries.
  • FAQs is a great way to send your customers precise and quality-assured answers.

What is the difference between an FAQ entry and a reply template?

  • If you select a reply template, it is pasted in as ordinary text that you can edit before sending the reply. The benefit of using reply templates is that they can be tailored to the precise situation.

  • If you select an FAQ entry, a link to the FAQ entry in the customer centre is pasted in. This means you cannot edit the FAQ entry before sending your reply to the customer. The benefit of using FAQ entries is that you let the customer know that there are FAQs available that may be of use in the future.

View FAQ entries (in SuperOffice)

  1. Go to in the top bar and select Knowledge base > FAQ. This takes you to the FAQ screen, which contains FAQ entries in a folder structure that you can create and edit yourself.

  2. If the list contains several sub-folders, go to the one you require.

  3. Click the FAQ entry you want. The FAQ entry screen appears and comprises two tabs:

    • Overview: Here you can see the question, answer and other details that make up the FAQ entry.
    • Details: Gives an overview of the user that created the FAQ, the workflow, who can see it, the keywords, number of times read and the score for the FAQ.
    • Comments: This contains any feedback that customers have added via the customer centre. In the list, you can view the comments and publish them (or not), if they are valuable additions to an FAQ entry.

To edit the current FAQ entry, click the Edit entry button.

To publish the current FAQ entry, select Move forward in workflow. To un-publish, select Move backward in workflow.

Search for FAQ entries

If there are lots of FAQ entries in a folder, it may be difficult to find the one you want. In that case, doing a search may be a good idea.

  1. Go to in the top bar and select Knowledge base > FAQ.
  2. Click the Search button. This takes you to the Criteria screen.
  3. Enter the text you want to search for and optionally other criteria.
  4. Click Search.
  5. When the search finishes, a list of all the records containing the text you entered in the Search string field is displayed. You can open a record by clicking it.
Tip

Perhaps you should consider to create a folder structure to make it easier to locate relevant FAQ entries?

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