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!
In this tutorial we'll walk you through:
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.
On the main Settings page, scroll down to the Scripts section and 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 FAQ Category button as shown below.
On the next 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 you add your Category, move to the FAQs tab along the top of your screen. After you select that tab, click Add FAQ to begin adding your frequently asked questions. You can also choose the Question Bank option to select from a bank of standard questions.
In the pop-up window that appears, you will need to fill out some fields including the Category, Question, and Answer.
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!
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.
Adding FAQs as a Quick Reference
Once you've added FAQs to your account, you can make them even more easily accessible to agents by adding them as Quick References within your Script.