frequently answered questions

How To Add A Frequently Answered Question

Frequently Answered Questions or FAQs are the content of the knowledgebase module of EZCommunicator.  FAQs can be added either by a user posting a question and a category responder answering the question, or by an Administrator seeding the FAQ by posting the question and answer through the Admin Console.

To add a Frequently Answered Question in the Admin console go to Knowledgebase > Questions > Add, then follow these steps -

Step 1: Input questions details

When seeding the knowledgebase with a FAQ you will need to input a user name and email address.  This is usually done with a generic name and email, such as Relatrix Support – support@relatrix.com. Then

Step 2: Select the Category

This is the knowledgebase category where the FAQ you are created will be added.  Users can search by category or keyword/key phrase.

Step 3: Select the Source of the Question

You will generally choose Website for the source, but if you are adding a question that came from a phone call or email outside of EZCommunicator, you can choose these or other alternative sources.

Step 4: Type the question

The question should be general enough that it could apply to more than one user.  It should setup the answer that you are going to provide.  As an example, rather than posting ‘When is the next school board meeting’, try ‘What is the schedule for school board meetings…’.  This will allow you to answer with details about the regularly scheduled meetings of the board.

This should be written in a ‘general’ form so that it will make sense and be applicable to the largest possible audience of website visitors.

Step 5: Click the ANSWER button

If you are seeding the knowledgebase with a new FAQ then you should click ANSWER.  If you want to submit a question that will be sent to a category responder then click LOG QUESTION.

Step 6: Type the answer

The answer should also be general enough that it could apply to more than one user.  You can insert links to other web pages or image files you want to include in your answer, or cut and paste from another document, such as an MS-Word file.  You can also choose to attach a document, like a PDF to the FAQ so users can download the file when viewing the answer.

Step 7: Choose public or private

When you seed a question in the knowledgebase you will generally choose public, so that website visitors can view the FAQ when they search your knowledgebase.

Step 8: Submit the question

After inputting the details of your FAQ, click submit and it will be added to the knowledgebase.