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FAQ Content Management Documentation

Menu Location: Website > FAQ Content

Access Level: Manager and above

Last Updated: 2026-03-01

Overview

The FAQ Content Management page allows you to create, organize, and maintain frequently asked questions displayed on your customer-facing FAQ page. Well-organized FAQs reduce customer service load, improve customer experience, and help with SEO.

Primary Functions:

  • Create and edit FAQ questions and answers
  • Organize FAQs into categories
  • Set display order
  • Control visibility
  • Search and filter FAQs
  • Preview how FAQs appear to customers
  • Track most viewed questions

Page Layout

Header Section

  • Search FAQs
  • Add New FAQ button
  • Category filter
  • View toggle (list/categorized)

FAQ List

Table showing all FAQs:

  • Question text
  • Category
  • Last updated date
  • View count
  • Status (Published/Draft)
  • Actions (Edit, Delete, Duplicate)

FAQ Editor

When editing:

  • Question field
  • Answer editor (rich text)
  • Category selection
  • Keywords/tags
  • Display order
  • Status toggle

Creating FAQs

Writing Effective Questions

Best Practices:

  • Use customer language (how they'd ask it)
  • Be specific and clear
  • Start with question words (What, How, When, Why, Can)
  • Keep under 100 characters

Good Examples:

  • "How do I skip a delivery?"
  • "What payment methods do you accept?"
  • "Can I customize my box contents?"
  • "When will my order ship?"

Avoid:

  • Vague: "Shipping information"
  • Too long: "I am wondering if it's possible to..."
  • Internal jargon: "Cutoff methodology"

Writing Clear Answers

Guidelines:

  • Answer directly in first sentence
  • Provide steps if applicable
  • Link to related information
  • Keep concise but complete
  • Use bullet points for clarity

Structure:

  1. Direct answer - Answer the question immediately
  2. Details - Provide necessary context
  3. Steps - If process, list numbered steps
  4. Related info - Link to helpful resources

Example:

Q: How do I skip a delivery?

You can skip any delivery from your account dashboard.

Steps: 1. Log in to your account 2. Click "Manage Subscription" 3. Select the delivery date you want to skip 4. Click "Skip This Delivery" 5. Confirm your choice

You can skip up to 3 months in advance. Changes must be made at least 3 days before your delivery date.

Using Rich Text Editor

Formatting Options:

  • Bold - Emphasize important points
  • Italic - For example terms
  • Bullet lists - For options or features
  • Numbered lists - For step-by-step instructions
  • Links - To related pages or resources
  • Images - Screenshots if helpful
  • Tables - For comparison information

Don't Overuse:

  • Excessive bolding
  • Multiple fonts
  • Too many colors
  • Walls of text without breaks

Organizing FAQs

Categories

Common Category Structure:

  • Getting Started - New customer basics
  • Account Management - Login, settings, billing
  • Orders & Delivery - Shipping, tracking, schedules
  • Subscription Management - Pause, skip, customize, cancel
  • Products - Product questions, sourcing, quality
  • Billing & Payments - Payment methods, charges, refunds
  • Technical Support - Website issues, app problems
  • About Us - Company, mission, sustainability

Creating Categories

Steps:

  1. Click "Manage Categories"
  2. Click "Add Category"
  3. Enter category name
  4. Set display order
  5. Save category

Naming:

  • Clear and descriptive
  • Customer-friendly language
  • Parallel structure
  • 2-4 words ideal

Assigning Questions to Categories

During FAQ Creation:

  1. Select category from dropdown
  2. Question automatically filed there

Changing Category:

  1. Edit FAQ
  2. Select different category
  3. Save

Multiple Categories:

  • Question can appear in multiple categories
  • Useful for cross-topic questions
  • Check multiple category boxes

Display & Ordering

Question Order

Within Category:

  • Most important/common first
  • Logical flow (basics before advanced)
  • Related questions grouped together

Setting Order:

  1. Edit FAQ
  2. Set display order number (1, 2, 3...)
  3. Save

Or Drag-and-Drop:

  1. Enable "Reorder Mode"
  2. Drag questions to position
  3. Save order

Category Order

Priority Categories First:

  1. Getting Started
  2. Orders & Delivery
  3. Subscription Management
  4. Account Management
  5. Other categories

Set Category Order:

  • In category management
  • Lower numbers appear first

Visibility Settings

Status Options

Published:

  • Visible to customers
  • Appears in FAQ page
  • Searchable
  • Indexed by search engines

Draft:

  • Not visible to customers
  • Visible in admin only
  • For questions being prepared
  • Review before publishing

When to Draft:

  • Question not fully answered yet
  • Awaiting review/approval
  • Seasonal FAQ out of season
  • Testing before going live

Highlight Important FAQs:

  • Mark as "Featured"
  • Appears at top of category
  • Or in homepage FAQ widget

Use For:

  • Most common questions
  • Critical information
  • New important policies
  • Seasonal highlights

Search & Analytics

Customer Search:

  • Customers can search FAQs
  • Matches question and answer text
  • Returns relevant results

Tracking Searches:

  • See what customers search for
  • Identify missing FAQs
  • Improve existing answers
  • Optimize question wording

View Count

Tracking:

  • Each FAQ shows view count
  • Identifies most-needed information
  • Guides FAQ prioritization

Use Data To:

  • Feature popular questions
  • Improve highly-viewed answers
  • Remove rarely-viewed questions
  • Create content addressing common needs

Auto-Suggested:

  • Based on view patterns
  • "Customers also viewed..."
  • Helps users find related info

Manual Linking:

  • Add "See also: [Question]" in answer
  • Link to related FAQ
  • Guide customer journey

Common Use Cases

Use Case 1: New Customer FAQ

Goal: Answer common questions from new signups

Steps:

  1. Review customer service tickets
  2. Identify top 10 questions from new customers
  3. Create "Getting Started" category
  4. Write clear, welcoming answers
  5. Add screenshots where helpful
  6. Set as Featured
  7. Publish

Questions to Include:

  • How do I get started?
  • What's included in my first box?
  • When will I receive my first delivery?
  • How does billing work?
  • Can I customize my box?

Use Case 2: Policy Change Communication

Goal: Inform customers about new cancellation policy

Steps:

  1. Find existing cancellation FAQ
  2. Edit answer with new policy
  3. Highlight what changed
  4. Effective date
  5. Mark as Featured temporarily
  6. Update related questions
  7. Publish

Example:

Updated Policy: Effective March 1, 2026, cancellations require 7 days notice (previously 3 days). This allows us to better manage inventory and reduce food waste.

Use Case 3: Seasonal FAQ Addition

Goal: Add summer vacation pause info

Steps:

  1. Create new FAQ
  2. Question: "Can I pause my subscription for vacation?"
  3. Detailed answer with steps
  4. Category: Subscription Management
  5. Add "Featured" May-August
  6. Schedule to draft September 1
  7. Publish

Use Case 4: Reduce Support Tickets

Goal: Answer "Where's my order?" questions

Steps:

  1. Analyze support tickets
  2. 40% ask about shipping/tracking
  3. Create comprehensive shipping FAQ:
    • When does it ship?
    • How to track?
    • What if it's late?
    • Delivery timeframes by region
  4. Add tracking link instructions
  5. Include images
  6. Set as Featured
  7. Link from order confirmation email
  8. Monitor ticket reduction

Result: 30% reduction in shipping inquiries

Use Case 5: FAQ from Customer Feedback

Goal: Address recurring confusion about box contents

Steps:

  1. Notice multiple customers ask: "Do I get to choose what's in my box?"
  2. Create FAQ with clear answer
  3. Explain customization levels
  4. Show how to make selections
  5. Clarify cutoff times
  6. Add to "Subscription Management"
  7. Feature on homepage FAQ section

Result: Clearer expectations, fewer surprises

Troubleshooting

FAQ Not Appearing on Website

Check:

  1. Status is "Published" not "Draft"
  2. Category is active
  3. FAQ has content in answer field
  4. Clear website cache
  5. Check FAQ page template is enabled

Search Not Finding FAQ

Solutions:

  1. Check question wording (use customer language)
  2. Add keywords/tags to FAQ
  3. Include search terms in answer
  4. Test search functionality
  5. Verify FAQ is published

Order/Sorting Issues

Fix:

  1. Check display order numbers
  2. Look for duplicates (two FAQs with same number)
  3. Re-save FAQs to refresh order
  4. Clear cache
  • Front Page - Add FAQ widget to homepage
  • Help Center - Broader support content
  • Email Templates - Link to FAQs from emails
  • Knowledge Base - Extended documentation

Permissions & Access

Required Access Level: Manager or higher

Access Level Capabilities:

  • Manager: Create, edit, organize FAQs; publish changes
  • Administrator: All Manager + delete FAQs, manage categories, view analytics
  • Kiva Admin: All features + technical settings

Best Practices

Content Creation

  1. Write from customer perspective
  2. Use simple, clear language
  3. Avoid industry jargon
  4. Answer completely but concisely
  5. Update regularly (quarterly review)

Organization

  1. Limit to 8-10 categories maximum
  2. Aim for 5-10 FAQs per category
  3. Most important questions first
  4. Group related questions together
  5. Remove outdated FAQs

Maintenance

  1. Review FAQ analytics monthly
  2. Add FAQs based on support trends
  3. Update answers when policies change
  4. Test all links periodically
  5. Improve low-performing FAQs

Writing Style

  1. Friendly, helpful tone
  2. "You" language (not "the customer")
  3. Active voice
  4. Break long answers into steps
  5. Use examples when helpful

Things to Avoid

  • Overly long answers (break into multiple FAQs)
  • Technical jargon
  • Contradicting other FAQs
  • Outdated information
  • Dead links
  • Too many categories (overwhelming)

Quick Reference Card

Task Action
Create new FAQ Click "Add New FAQ"
Edit existing FAQ Click "Edit" on FAQ row
Change category Edit FAQ > Select category
Reorder questions Enable reorder mode > Drag
Publish FAQ Edit > Status: Published > Save
Feature FAQ Edit > Check "Featured" > Save
Add category Manage Categories > Add
View analytics Click "Analytics" tab
Search FAQs Use search box
Delete FAQ Edit > Delete (confirm)
Duplicate FAQ Click "Duplicate" on FAQ row
Preview FAQ page Click "Preview" button

FAQs About FAQs

How many FAQs should I have?

Start with 20-30 covering main topics. Grow to 50-100 based on customer needs. Quality over quantity - better to have 30 great FAQs than 100 mediocre ones.

Should I include pricing in FAQs?

Yes, pricing questions are common. Keep pricing FAQs updated when you change prices. Link to pricing page for current details.

How often should I review FAQs?

Monthly quick review. Quarterly comprehensive review. Update immediately when policies change.

Can I use customer service tickets to create FAQs?

Absolutely! This is the best source. If asked more than 3 times, make it an FAQ.

Yes, strategically. Link to detailed guides, policies, or related pages. Keep answer self-contained but offer "learn more" links.

What if an FAQ answer is really long?

Consider creating a dedicated help article and linking to it from brief FAQ answer. Or break into multiple specific FAQs.

Can customers suggest FAQ topics?

Great idea! Add "Suggest a Question" form. Shows what customers need help with.

How do I handle FAQs that apply to some customers but not others?

Note the condition in the answer: "If you have a weekly subscription..." or create separate FAQs for different scenarios.

Should I remove old FAQs?

Yes, if no longer relevant. Archive rather than delete (keeps for records). Regular pruning keeps FAQs focused and useful.

How do I measure FAQ effectiveness?

Track view counts, search terms, support ticket reduction, and time on page. Successful FAQ page reduces support volume.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.