Question 1

Can you give me an overview of the FAQ section of MyMalcolm?

Accepted Answer

The FAQ section is of MyMalcolm is where you create and manage your FAQ content.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/GgNemEaBr8/02-faqtransparent.png (FAQs on Malcolm!)

Within the FAQ section there are several different areas:

Overview: here you can see statistics on the number of views, searches and feedbacks on your collection of FAQs. You can also see your highest rated FAQs and the top searches. You can vary the time period these statistics refer to by adjusting the drop down towards the top left of the graphs.
Library: this is where you can access and manage all the individual FAQ's that you have created or are in the process of creating. There are a variety of display, search, sort and filter options on this screen. You can also mark FAQs as favourites, apply labels and select multiple FAQs to do bulk editing.
Feedback: on this screen you can sell all the feedback that has been submitted by your customers on your FAQs
Activity: here you can see an audit trail of all FAQ activity by you and other members of your Team
Authors: create and manage the public authors of your FAQs here - these are shown as part of the FAQ details (or "meta") that your customers can see.
Categories: Create and manage categories here. Your FAQ's can live in one or more Category. Categories enable you to organise your FAQs into logical groups around topics that make sense to your business, for example you could group FAQs around products or services or locations. Customers can browse FAQ's by category.
Labels: Labels are free form text descriptions that you can attach to particular FAQs in your Library. They can help you organise your FAQs. Labels are seen by you and your instance team members only - they aren't seen by your customers.
Tags: Tags are a way of describing your content and allow an alternate way for your customers to browse FAQ's aside from search and categories.

Question 2

How do I hide an FAQ?

Accepted Answer

You can change the visibility of an individual FAQ within that FAQ's Configure section

Browse to the FAQ in question via the Library, select it and then go to the Configure section, then Visibility.

Here you have the following options:

Set as visible on your site and search engines (default)
Set as visible on your site but hidden from search engines
Set as hidden from your site and search engines

Question 3

How do I write a good Frequently Asked Question (FAQ)?

Accepted Answer

Some top tips for writing a good Frequently Asked Question (FAQ) include:

Think like your customers and try to phrase your title in a way a real customer would ask you a question
Use the brief summary area to provide the initial answer - this is what customers will see in search results and when browsing FAQs
For the full answer you can repeat the Brief Summary information but go into more detail
Try and be concise and punchy with your answer - it can be useful to break up the text with subheadings and bullet points
Don't repeat information if it's available elsewhere - better to link to that information! For example if you have an FAQ answering "What times are you open?" and your opening hours are on your main website your answer can simply be "Our opening hours can be seen on our website here" and you can add a link
If you have images or media (eg a YouTube video) that can help with an answer don't be afraid to include it in your answer - Malcolm! fully supports this and customers love it!
Remember to use tags and categories as that will help your customer find their way to the FAQ
Use the feedback option in Malcolm! as that will let customers tell you if the content is useful or not. Regularly review the feedback you get in MyMalcolm!

Can you give me an overview of the FAQ section of MyMalcolm?

How do I hide an FAQ?

How do I write a good Frequently Asked Question (FAQ)?

Upgrade your content

Hey there!