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How to create and manage FAQ hubs in Confluence

FAQ-for-Confluence

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Have you ever found yourself wandering around in your company’s intranet looking for answers to what one might consider obvious questions? frustrating right? Try to put yourself in the shoes of someone (say HR specialist or team manager) having to answer those same questions all day everyday. Well, it is safe to say that the results can be quite damaging to the individual and the business overall. Having to spend considerable time just locating information or answering repetitive questions can have its toll on productivity (as that time can be spent on actual productive tasks). Additionally, we can’t overlook the ongoing and growing frustration one might experience as a result of siloed knowledge.

So what can be done about this? Well, in this blog post,we are not going to dive deep into knowledge management strategies (leave a comment if you want me to cover this next). Instead, we are going to learn how you can create, manage and structure FAQ hubs right inside Confluence with Vectors’ FAQ app. Not only that, but we will share with you some proven tips and best practices on how to get started with FAQs in Confluence.

1. Introducing FAQ for Confluence

FAQ for Confluence is part of Vectors’ collection of knowledge management apps. The app is designed to help teams build FAQ pages filled with frequently asked questions and answers organized by categories. 

Equipped with a host of content management and social features, FAQ for Confluence deals with a variety of use cases (Product documentation, guidelines, knowledge base, among others) and helps teams stay informed and connected.

FAQ for Confluence is available on the three hosting options: Cloud, Server and Data Center.

2. Who is it for? and what are the typical use cases?

In terms of adding questions and answers, FAQ can be used by pretty much anyone within an organization (provided they have the right to create and edit FAQ pages). So it is up to managers and platform administrators to determine the profile of users allowed to use the app. The same applies to accessing the FAQ app content. At the end of the day, FAQ pages are simply Confluence pages, which means users need to have the access rights to be able to visualize FAQs.

When it comes to use cases and based on FAQ’s internal usage within Vectors or our client base, the app is primarily used at both the organization and team levels. Typically HR and communication specialists are the ones responsible for creating FAQ pages within an organization. The FAQ pages deal with questions revolving around HR procedures, company policies, guidelines, etc. 

At a team level, we have seen an increased use of the FAQ app within technical and support teams. For example, when launching a new app, there are always questions regarding the pricing, the roadmap, the documentation among other topics. In this case, FAQ pages are often created to facilitate the process and keep everyone on the same page be it team members or potential customers (if the Confluence page is made public). Of course, this is one example, but the FAQ app can be tailored to any organization or team needs.

3. Why implement the FAQ app in Confluence?

As mentioned above, managing knowledge is a tricky challenge for businesses. One might think that the real issue here is not having enough information to share with employees. This has got many to start encouraging employees to be more collaborative and start sharing information more often. Well, in reality this is a good starting point. However, creating and sharing content just for the sake of it with no clear organization, may lead to a more serious challenge: time wasted looking and providing information.

The amount of time employees spend just locating information is a productivity killer. Employees roughly spend 2.5 hours or 30% of their workday looking for information. Add the time other employees answering their peers’ questions and you have got yourself a team that is easily 50% less productive than it should have been. 

The FAQ page consists of multiple macros aimed at enhancing navigation, making information readily available and, of course, facilitating the creation of questions and answers. 

  • Easily create questions and answers

Thanks to a simple and intuitive interface, platform admins and users with editing rights can add and manage FAQs effectively and in a timely manner. Instead of having to build FAQ hubs based on blank confluence pages, users can rely on a host of specialized FAQ macros built-in by default. 

Everything starts by creating an FAQ page, and for this the process is rather straightforward: Click Create > Select FAQ as the page template > Add the FAQ main information (title, description > Publish.

Once the page is live you can start adding questions and answers and classify them by categories.

  • Facilitate access to information and enhance navigation

When developing the FAQ app, we have placed the emphasis on search and ease of navigation. It was important to provide an app that not only allows users to add questions and answers, but also classify them by topics and categories. This gives users a clear path through which they can find similar questions in one single location. 

For example, let’s take the case of a new employee joining the marketing team. Upon joining, he/she has a lot of questions regarding how the team operates, the company policies, products and services, etc. As part of his/her onboarding experience, you can point him/her to the team’s dedicated FAQ page. The latter will be, of course, classified by categories for example, social media marketing, email marketing among others. This way your new employee will have no trouble toggling between pages as they have all the information they need to get them started on the right foot.

  • Engage employees and collect feedback

Listing questions and answers is a great way to start growing your FAQ pages. However, the FAQ hub is there for employees and their feedback is valuable in helping FAQ page creators add missing questions and update their answers. This is why the FAQ app comes with a host of macros specifically dedicated to just that.

  • Suggest questions: users can suggest questions they might have not found in the FAQ page. This is particularly useful for users who do not have the rights to add questions or edit the FAQ page.

  • Rate questions and add feedback: Below each question, you have the option to leave feedback. For this you have to reply to the following question “Was this answer useful?”.  You can answer the question by selecting Yes or No and providing your feedback in the comments section (Optional). Your answer is directly linked with the votes count. Selecting yes or no will respectively increment the number of votes with (+1) or (-1).

4. Getting started with FAQ for Confluence

FAQ for Confluence’s latest release is currently available. To try the app, make sure to visit Atlassian marketplace and start your free trial now. Once you install the app, you can find all the detailed steps to get started within the dedicated “Get Started” page.

If you are already a customer, you can upgrade to the latest version directly from your Confluence instance.

To learn more about FAQ for Confluence, please refer to the documentation. As always if you have any questions or feature requests, don’t hesitate to contact our support team.

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How to create and manage FAQ hubs in Confluence