Publish FAQs to 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

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.

Related: 

• Create FAQs
• Create reply templates
• Work with FAQ entries - Help file
• Work with reply templates - Help file