Adding Frequently Asked Question (FAQ) Categories and Answers

Frequently Asked Questions, or FAQs, are the knowledgebase you build that allows you to empower our agents to better handle your calls. FAQs give agents the ability to answer callers questions or simply to find out more information about your company while they're on a call. This article is all about FAQs!

What are some examples of the best FAQs?

FAQs aren't universal. The best FAQ content for building your knowledge base may not be what's best for another business. Simply put, the best FAQs are direct answers to what callers ask about your business the most. They may be answers to easy questions such as "What is your office address?" or "What is your website?" You can also include slightly more involved Q and A such as "What types of insurance do you accept?" or "What are your prices?" Keep questions and answers as concise as possible, and use keywords that will make information stand out when agents are searching for an answer.

How to Add FAQs

Within SAS Flex, go to your User icon in the upper right-hand corner and click Settings.

Then, on the left-hand side under Scripts, select FAQs.

Before you are able to add FAQs, you will need to add a Category to help stay organized. To do that, simply click the Add Category button as shown below.

In the pop-up window that appears on your page, you will need to fill out the Name and Description of your Category. Then, you'll need to associate your Category with a script.

Once an FAQ category is associated with a script, it's available for the agents to view on a call. You can also add your FAQ(s) as a Quick Reference in Script Options.

Once you add your Category, the FAQs tab along the top will become functional. After you select that tab, click Add FAQ to begin adding your frequently asked questions.

All of your Categories will be listed along the top of your page, below the FAQs banner.

In the pop-up window that appears, you will need to fill out some fields including the Title, Description, and Category.

The Title field is where you want to add your question, and the large text box is where you'll enter the answer. Before you click Save, you must also select the Category that best relates to your FAQ.

If you're not sure what type of FAQs to add, check out the Do and Don't checklist as shown in the picture below.

Using the FAQ Question Bank

If you don't feel like creating your own FAQs, feel free to use our bank of frequently asked questions instead!

Within SAS Flex, go to your User icon in the upper right-hand corner and click Settings.

Then, on the left-hand side under Scripts, select FAQs.

On the FAQs page, click on the FAQs tab. Then, on the right-hand side of your screen, click on the Question Bank.

This will open up a list of the most common FAQs. To use any of these options, simply click on the checkbox associated with the FAQ, then add in your own information into the text box.

NOTE: Use the Category drop down to categorize your FAQs accordingly.

When you are finished, click Apply.

How to Edit or Remove FAQs or Categories

If an FAQ or Category no longer applies, you can disable or delete it by clicking on the 3-dot menu icon on the right-hand side of the FAQs or Categories menu page. This is also where you can edit your FAQs and Categories, if needed.

NOTE: If you delete a top-level Category, all associated FAQs will become "unassigned".