FAQ

 

Overview

Frequently Asked Questions (FAQs) are very important resources for your visitors, yet they can be difficult to manage at times. The FAQ module allows visitors to submit questions, and provides the ability for your Campusuite users to approve and post them for all to see.

FAQs can be administered through a single location in the Dashboard, or FAQs can be managed through FAQ module pages placed in your site's navigation. This documentation will assume the Dashboard's FAQ Administration page will be used. If accessing the FAQs via their module pages in a department's site, the same steps can be used except for the first, since you will not be accessing the Dashboard.

 

Answering Incoming Questions

Visitors to your web site can use the FAQ module to submit questions. Before going live on the site, an Administrator (or lower-level user with the proper permission) will need to answer the question, and choose whether or not to make it visible on the site.

  1. Incoming requests are not managed via a FAQ module page. Instead, these items will show and be summarized in the dashboard. Navigate to your dashboard.
  2. A short list of incoming FAQs will be shown to the right, somewhere underneath your profile panel. This provides you quick access to respond or delete to incoming FAQs. However, this panel may not show all the FAQs. A complete list of FAQs can be seen by clicking the FAQs (X) link near the tabs of the dashboard. (This how-to will continue in regards to using this method.)
  3. Click the FAQs (X) link. The FAQ Administration page will show.
  4. All of the FAQs in the system, both the ones incoming and already answered, will be in this list; you may need to browse through it to find the incoming FAQs. This list is also filtered, so you may need to use the filter settings to show the inactive and unanswered FAQs. Each item in the display will show the name and email of the person as well as their question. ). Click the title of the FAQ (should be a link) to respond (or delete) the FAQ. You will be taken to the Modify FAQ page.
  5. Complete the fields as needed on this page. View a description of this interface for reference.
  6. Near the bottom is an area for you to select which action to take. Note that these options are only shown if an email has yet to be sent to the submitter of the FAQ. Choose one of the following actions:
    • Respond & Delete: The person who asked the question will be sent an email at the address they specified with your answer. The FAQ, though, will be deleted from the system.
    • Respond & Archive: The person who asked the question will be sent an email at the address they specified with your answer. The FAQ will remain in the system. This does not make the FAQ live; you will need to set the proper Status of the FAQ to do this. NOTE: choosing this option will hide these three options from showing in the future. An email response is only ever sent to the submitter of the question once.  By selecting this option, the entry is then flagged in the system as having the email sent out, and so when editing this FAQ again, you will not see these options.
    • Update FAQ without Response: The person who asked the question will not be sent an email. The FAQ will remain in the system. This does not make the FAQ live; you will need to set the proper Status of the FAQ to do this.
  7. When finished, click the Save button to perform the specified action, and to save the FAQ (as long as it was not selected to be deleted).

 

Adding an Entry

  1. Navigate to the FAQ Administration page.
  2. Click the Add FAQ button. The Add New FAQ page will load.
  3. Fill out the fields as needed. View a description of this interface for reference.
  4. Once finished, click the Save button.
  5. The FAQ Administration page will reload. (Depending on the filtering of the FAQ results, you may or may not see your new FAQ listed.)

 

Editing an Entry

  1. Navigate to the FAQ Administration page.
  2. Browse the FAQ listings for the FAQ you wish to edit. You may need to experiment with the filtering settings to find the FAQ you are looking for. Once you have found the FAQ that is needed, click the title of the FAQ. The Modify/Update FAQ page will open.
  3. Make changes to the fields as needed. View a description of this interface for reference.
  4. When finished, click the Save button at the bottom of the page to save the changes to the FAQ, or click the Cancel button to ignore any changes.
  5. The FAQ Administration page will reload. (Depending of the filtering of the FAQ results, you may or may not see the FAQ you just edited in the listing.)

 

Deleting an Entry

  1. Navigate to the FAQ Administration page.
  2. Browse the FAQ listings for the FAQ you wish to delete. You may need to experiment with the filtering settings to find the FAQ you are looking for. Once you have found the FAQ that is needed, click the title of the FAQ to open the Modify/Update FAQ page.
  3. Scroll down near the bottom of the page; click the Delete button.
  4. You will be prompted to confirm the action; click the OK button to continue, or the Cancel button to quit.
  5. Assuming the OK button was selected, the FAQ will be removed from the system, and the FAQ Administration page will be reloaded.