Publish FAQs to the Customer centre
Updated on 15 Jun 2022
FAQs (frequently asked questions) published in the Customer centre is a very convenient way for your customers to get answers to their questions 24/7. In this how-to guide you’ll learn how to publish FAQs in the Customer centre.
Including FAQs as a self-help tool is likely to reduce the number of requests you receive. When answers to typical and recurrent questions are out of the way, your support agents can concentrate on more urgent and complicated matters.
FAQs and reply templates
You can create FAQs in the Knowledge Base that your service agents can choose from when answering customer questions in requests and chats.
Your customers can even access these FAQs through the Customer centre (web portal) without contacting you. This makes it convenient for your customers to find answers to commonly asked questions round-the-clock. While you will get fewer requests to handle.
Service comes with a reply template feature that lets you create and pick ready-made answers to commonly asked questions. How to create a reply template is explained under the chapter Service & requests in the User guide.
Learn how to publish an FAQ
- Publish FAQ entries
Edit the FAQ entry and select Properties to publish the FAQ in SuperOffice Service
Note: Knowledge base is a feature you get with the Service premium license.
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