An FAQ or frequently asked questions holds the typical questions of a user or operator. This includes onboarding related issues, typical use cases but also problems and pitfalls.
The FAQ stands for frequently asked question(s) and contains the typical questions asked by a user or customer of your product or faq software application.
Creating and maintaining a great faqs page will help your support team to lower the number, frequency and amount of help requests by your users.
The frequently asked questions and answers are structured like a questions and should provide specific answers to the question or problem.
The knowledge base articles are broader and contain more information, whereas the FAQ page is very specific.
A knowledge base portal is typically structured into multiple levels and categories, whereas the FAQ is only a list of questions. So a FAQ software might be quite limited or part of a bigger documentation software suite.
Basically any text editor as Google Docs, Microsoft Word, or even Microsoft Excel can be used to create a Word FAQ document and export it to a FAQ pdf file.
The next section contains a FAQ template that can be copied into your editor. Check with your customer support or product management to get typical issues and the relevant answer.
Put them in a Word document, or on a section of your product documentation tool and the first version of the frequently asked questions page is ready.
If you are already using a FAQ software, there might be some examples or templates provided by your software vendor.
Basically, the faq is just a list of questions and the related answers.
Depending on the context and the structure of your FAQ site, it might contain the following elements:
Common customer queries can be grouped by the module of your software, by the user’s persona (e.g. end user, manager, administrator, IT operations) or the progress of the user’s onboarding. Here are some samples:
The following pages are just some random examples that provide a faq content page with specific knowledge entries created by a FAQ software:
Targeted for the IT administrator of the Teams’ user, this page provides answers to common questions. There are no images. Some answers link to other documentation pages.
This page is structured as a big question/answer page starting with the list of questions, and linking with relative links (using # / anchor) to the answers. The questions range from “Am I in a workspace or an Organization?” to “How can I change my Time Zone in Asana?” and are mostly user-oriented. There is another FAQ related to billing. The answers are described in detail, with additional information and content elements (tables, images, “tip” boxes) and link to the other help documents.
Using a specific faq software or faq SaaS application is beneficial since it is online, can be used by different users of your team or customer support department at the same time and provides more advantages as e.g.
When evaluating a documentation software, knowledge base software or FAQ solution, there are many different things and features to be taken into consideration. Use the following elements as input to your evaluation process.
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