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!

For instructions on how to view or edit FAQs via the SAS Flex mobile app, check out this article.

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

1

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

2

On the main Settings page, scroll down to the Scripts section and select FAQs.

3

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.

4

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. 

5

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.

All of your Categories will be listed along the top of your page, below the FAQs banner.
6

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

7
The Question 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.

You can also mark an FAQ as "popular" using the toggle which will add a star next to it in the agent view. This is helpful for FAQs that are most frequently asked.

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!

1
On the FAQs page, click Question Bank.

2
A pop-up will appear on your screen with various options you can toggle on. 

3
Toggle on the questions you want included in your FAQs, and fill in the applicable answers. 

Use the Category drop down to categorize your FAQs accordingly.
4

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.

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

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.

1
While in your Script Builder, click the Gear icon in the upper right-hand corner.

2
From within the Options menu, click  Quick Reference to edit. Then click  Add quick reference. 

3
From the FAQ dropdown, select the Frequently Asked Question you would like the agents to be able to see without having to scroll through all of your FAQs. 

4
Once you've selected an FAQ, add a  shortcut for the operators. This is the text they'll be able to read and click on to bring them to the particular FAQ you've referenced. 

5
When you are finished editing, click  Save quick reference options in the bottom right-hand corner. 

6
Once added, the Quick FAQs section will appear on the side panel during a live call. 

Associating FAQs to a Script Block

A handful of script blocks will allow you to associate up to 2 FAQs withing that specific script block. For example, within the Email block, you can associate FAQs that are related to questions regarding email collection, like "why is my email required?" Below are a list of script blocks that include FAQ association and how to enable them.

  • Currency
  • Date/Time
  • Dropdown
  • Email
  • Free Text
  • Message
  • Multiple Choice
  • Number
  • Percent
1
Once you have created your FAQs following the instructions in the sections above, they can be enabled accordingly within any of the above blocks.
2
Within any of the specified script blocks above, select the FAQs tab on the left-hand side. Then use the toggles to activate the specific FAQs you want associated with this block. In our example, we'll use toggle on the " Why do you need my email" FAQ.

3
After you have finished editing your script block, click Save in the bottom right-hand corner.
4
Within the agent view of the script, operators will be able to expand the FAQs associated with that specific script block to easily answer questions. 

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