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Admin How To: Add FAQs to your Satisfaction site Last reply on May 01, 2008 16:16.
UPDATE:
The Get Satisfaction system will dynamically create FAQs over time as users ask questions and they get answered by reps and other users. However, we know that many companies want to leverage their existing FAQs. Since Get Satisfaction works by harnessing real dialog, and traditional FAQs are usually formal documentation, it doesn't make sense to confuse your "real" voice with that of the documentation so instead, create a user that is clearly the "official voice".
- We recommend: Set up a user account, separate from your own with the nickname "[company name] FAQ" (See the Timbuk2 Get Satisfaction site for an example or see screenshot below)
- Add the question part of your FAQ as a Question from that FAQ user account
- Reply to the question either as the FAQ user if the response is your company's formal response or as yourself if you plan to give a response in your own words.
- Tag them with "faq" and "help"
- If you're an Official Rep or Admin for your site you can mark your replies as the "company answer".
- If you have a large number of FAQs or knowledge base, talk to us about options for importing them into Satisfaction. (email info [at] getsatisfaction [dot] com)
The following screenshot shows how Timbuk2 has posted their FAQ questions with their FAQ user account, has answered them with a personal user account and where they can click to mark it as the best answer:
An example of appropriate tags for FAQs and what happens when you mark your FAQ answer as the company answer:
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You can set up a RSS feed for just about anything in Satisfaction Last reply on September 24, 2007 18:58.
RSS is Real Simple Syndication. You subscribe to an rss feed that updates every time something new happens. You can use our feed in your favorite RSS reader.
For a fun explanation of RSS check out this video.
You can set up a feed based on companies, topics, products, tags... Just about everything.
