Title here
Summary here
Reviewed Faq
Concepts & Definitions
Reviewed FAQs are question-and-answer entries that have been published to the customer web portal after review by a staff member. FAQs originate as customer questions submitted through the portal (see Customer Questions) or are created internally. Reviewing and publishing an FAQ makes it visible to all portal users, reducing repetitive enquiries by enabling customers to self-serve.
| Term | Definition |
|---|---|
| Channel | The source channel for the FAQ — Web, Email, In-Branch, etc. |
| Category | The topic or subject area the FAQ belongs to (e.g. Account Management, Payments, Loans) |
| Question | The question as it will appear to portal users |
| Answer | The published response |
| Status | Draft, Reviewed, Published, or Discarded |
How To
Publish an FAQ
Navigate to CRM → Portal → Reviewed FAQ.
Screenshot: Reviewed FAQ list view
- Click New to create a new FAQ entry (or locate an existing draft).
- Select the Channel and Category.
- Enter the Question and Answer text.
- Click Save, then Close to mark it as published to the portal.
To remove an FAQ from the portal, select it and click Discard. Discarded FAQs are retained for reference but are no longer visible to portal users.
FAQ entries can also originate from Customer Questions — see the Customer Questions page for the workflow that promotes a submitted question into a reviewed FAQ.
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