Wednesday, March 27, 2013

FAQs on FAQs: Populating your knowledge base

Amy Shelton 9:21 AM

Welcome to the third installment of FAQs on FAQs, a series designed to help you get the most out of your FAQ. We've already covered the built-in features for your FAQ - real-time chat and e-mail contact options plus the mobile-specific view for patrons browsing on smartphones. Let's switch gears a bit and talk content. After all, what use is a knowledge base without content?

Questions (and associated answers) form the heart of your FAQ site. Every aspect of your FAQ site is already dedicated to helping patrons locate the best answer to their questions. So your job is simply to add content. The more content you provide, the better chance your patrons have for success.

Manage questions and answers directly within your FAQ site via in-place editing.

Add questions using the Add Question button just below your search box.

Edit/delete existing questions using the buttons on the top-right corner of each question.

And no worries about needing to know the nitty gritty of HTML, the question editor provides a rich text interface.

Once your FAQ site is populated with content, your patrons will be able to:

scroll through all questions, organized by most viewed on the main page of your FAQ
click a topic in the tag cloud to scroll through all questions tagged with a particular topic
search by keyword filtered by topic in the search box at the top of every page

Have any suggestions or ideas for the FAQs on FAQs series? Want to get your own FAQ site set up? Let us know!