FAQs Checklist
Essential FAQ Module Tasks for Administrators
To deploy FAQ collections for users across different communities, the FAQ module must be properly configured with comprehensive content development, permission management, and navigation integration. FAQs provide critical self-service capabilities that reduce support burden while ensuring consistent, accurate information delivery through structured question and answer resources.
Foundation Setup
☐ Understanding the FAQs Module Familiarize yourself with FAQ capabilities including rich text question and answer creation, content organization tools, publication management, and sharing configurations. Understand the 50 question/answer pair limitation per FAQ collection and plan content architecture accordingly. Review integration options with Engagement Pages and custom navigation requirements.
☐ Module Permissions and Access Setup Ensure appropriate users have Administrator System Role or Manage Sharing Permissions to create and manage FAQ content. Configure Security Role permissions for FAQ access and establish permission framework that supports your organizational content management strategy and user access requirements.
Content Creation and Development
☐ Creating FAQ Collections Create new FAQ collections with descriptive titles, unique internal names, and comprehensive descriptions that clearly identify purpose and target audience. Configure publication status to enable controlled content development and review processes before making collections available to users.
☐ Developing FAQ Items and Content Create comprehensive question and answer pairs using clear, user-focused language that reflects actual user information-seeking patterns. Utilize rich text editing capabilities including formatting, lists, links, and multimedia integration to create detailed, actionable answers that provide complete information for user self-service.
☐ Content Organization and Structure Organize FAQ items using drag-and-drop functionality to create logical information flow that supports user workflow patterns. Group related content together and prioritize frequently requested information for optimal user experience and efficient information discovery.
☐ Rich Text Content Enhancement Leverage advanced formatting capabilities including headers, bold/italic text, bulleted and numbered lists, hyperlinks to internal and external resources, and multimedia integration to create professional, comprehensive answers that enhance user understanding and engagement.
Content Quality and Lifecycle Management
☐ Content Review and Validation Establish quality assurance processes for FAQ content accuracy, clarity, and completeness. Verify that answers provide sufficient detail for user self-service while maintaining readability and accessibility across different user technical expertise levels.
☐ Publication and Draft Management Manage FAQ collection publication status to control content visibility during development, review, and maintenance processes. Use unpublished status for content development and internal review before enabling user access through publication status activation.
☐ Content Maintenance and Updates Establish regular review schedules for FAQ content accuracy and relevance based on product changes, policy updates, and user feedback. Monitor user interactions and support ticket patterns to identify content gaps and improvement opportunities for continuous optimization.
Permission Management and Security
☐ Configuring Basic Sharing Settings Configure fundamental FAQ sharing options including All Users, All Employee Users, or Specific People based on content sensitivity and target audience requirements. Establish base sharing configuration that aligns with organizational security policies and information access boundaries.
☐ Advanced Permission Assignment Configure granular permission levels including View and Manage permissions for individual users, User Groups, and Security Roles. Establish permission hierarchies that support content collaboration while maintaining appropriate access control and security boundaries.
☐ Public Web Sharing Configuration Configure Guest Security Role integration for FAQ collections that should be publicly accessible to unauthenticated users. Ensure public content meets quality standards and complies with privacy policies and organizational disclosure guidelines for external information sharing.
☐ Permission Validation and Testing Test FAQ access across different user types, Security Roles, and User Groups to verify sharing configurations work correctly. Validate that users see appropriate content based on permissions while maintaining security boundaries and organizational access policies.
Navigation and Integration Setup
☐ Custom Navigation Tab Creation Since FAQs do not automatically generate navigation tabs, manually create custom tabs by browsing to published FAQ collections, copying URLs, and creating dedicated tabs within appropriate applications. Configure tab visibility and permissions to align with FAQ sharing settings.
☐ Engagement Pages Widget Integration Configure FAQ widgets within Engagement Pages to provide targeted FAQ access through customized user experiences. Set up display formats including accordion, list, and panel presentations that optimize user interaction and information discovery patterns.
☐ Portal Search Integration Verify that FAQ content integrates properly with portal-wide search functionality to enable keyword-based content discovery. Test search capabilities and content indexing to ensure users can find relevant FAQ information through natural search behaviors.
User Experience and Accessibility
☐ Cross-Device Functionality Testing Test FAQ collections across desktop, tablet, and mobile devices to ensure responsive design and accessibility across different user access patterns. Verify that rich text formatting, links, and multimedia content function correctly across various screen sizes.
☐ Content Accessibility Validation Ensure FAQ content meets accessibility requirements for users with different needs and technical capabilities. Verify that formatting, navigation, and content organization support diverse user interaction patterns and assistive technology compatibility.
☐ User Interface and Navigation Testing Validate FAQ collection navigation, question and answer presentation, and overall user experience through representative user testing. Gather feedback on content organization, clarity, and usability to optimize resources for maximum effectiveness.
Integration with Support Strategy
☐ Support Ticket Analysis Integration Analyze support ticket patterns and common inquiries to identify FAQ content opportunities that address actual user needs and reduce support burden. Use data-driven approaches to prioritize FAQ content development and ensure resources provide genuine value.
☐ Cross-Module Content Coordination Coordinate FAQ content with other portal modules including Articles, Document Library, and Community Forums to create comprehensive information ecosystems. Establish content relationships and cross-references that guide users through complex topics and procedures.
☐ Self-Service Strategy Alignment Align FAQ collections with broader self-service strategy and user support objectives. Ensure FAQ resources complement other support channels and provide appropriate escalation pathways for issues requiring additional assistance.
Critical Implementation Considerations
Content Strategy and Planning
Content Architecture Design: Plan FAQ collection structure and organization before content creation to support scalable information management and user navigation optimization across diverse user communities and information needs.
User-Centered Content Development: Design FAQ content based on actual user questions, support analytics, and user feedback rather than internal assumptions to ensure resources address genuine user needs and information gaps.
Quality Control Processes: Establish content review and approval workflows that ensure FAQ accuracy, consistency, and alignment with organizational standards while maintaining efficient content development and publication processes.
Permission and Security Management
Security Role Integration: Configure FAQ permissions to align with overall portal security architecture and user access management strategies across all modules and content areas for consistent user experiences.
Scalable Permission Design: Use User Groups and Security Roles for FAQ sharing rather than individual user assignments to support organizational growth and reduce administrative overhead while maintaining appropriate access control.
Public Sharing Strategy: Plan public FAQ sharing based on content sensitivity, organizational disclosure policies, and customer self-service objectives while ensuring appropriate content quality and compliance standards.
Technical Integration and User Experience
Navigation Strategy Planning: Plan FAQ navigation integration with overall portal architecture and user experience design to ensure intuitive access patterns and consistent information discovery across different user communities.
Performance Optimization: Design FAQ collections and content organization to optimize loading performance and user interaction efficiency while maintaining comprehensive information delivery and rich content presentation.
Mobile and Accessibility Design: Ensure FAQ content and navigation work effectively across all user access methods and assistive technologies to provide inclusive user experiences and broad resource accessibility.
Best Practices Summary
Planning Phase
- Analyze user information needs and support ticket patterns before creating FAQ content to ensure resources address actual user requirements and business objectives
- Design FAQ collection architecture and content organization structure to support scalable content management and efficient user information discovery
- Plan sharing and permission strategies that align with organizational security requirements and user community access patterns for optimal resource utilization
Implementation Phase
- Start with focused FAQ collections addressing high-priority user needs and expand content gradually based on user feedback and usage analytics for sustainable growth
- Test sharing permissions and content accessibility across different user types and access methods to ensure consistent user experiences and security boundary maintenance
- Implement quality assurance processes for content accuracy and user experience validation before broad deployment to ensure optimal resource effectiveness
Ongoing Management
- Monitor FAQ usage patterns and user feedback to optimize content organization, sharing configurations, and resource effectiveness for continued value delivery
- Regular review of content accuracy, relevance, and alignment with current organizational offerings and procedures to maintain information quality and user trust
- Coordinate FAQ content with other portal resources and support channels to create comprehensive information ecosystems that support user success and organizational objectives
FAQs provide essential self-service capabilities that reduce support burden while ensuring consistent, accurate information delivery through flexible, secure, and user-friendly question and answer management systems that support diverse organizational needs and user communities.
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