Before you start learning about all the detailed FAQ modules in the system, here are some important notes to go through;

• For the most effective use of the whole automated Support interface, we suggest you set your system email to noreply@yourcompany.com, where yourcompany.com should contain your domain name, so that all emails you send from the system are sent from this email address.

• We Recommend that you set an auto-responder to this email address with the following message, to stop members from trying to email you through support. This will save you thousands of dollars in support costs annually and ensure that all members get assisted in the order received.

• A suggestion for a great running company is to NOT answer Live phones calls from your members; instead of that, you can leave a message suggesting that they will likely get a faster service/answer if they submit a support ticket (from their Members Lounge). Educate the members that the company will endeavor to respond to all phone calls within 24 to 48 hours, while support tickets are likely to be answered alot faster.

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This is where you set up any initial FAQs that you want in the system as well as handle category setups, etc. You need to set this area up before you start taking live support tickets from the field. You should NEVER accept support requests by email; all should be through the INS FAQ Support desk.

• It includes an interface both inside and outside the members lounge for members and prospective members to ask for help.

• Once they have filled in the form, the question is brought to the FAQ admin interface for your support people to deal with. When they answer it, they have the ability to do all sorts of great things, like add it automatically to the FAQ's, so the next person can find the same answer themselves.

• Support can then opt to send the answer as an email, and to have a note stamped into the members lounge with this question and answer as well. There is also the ability for the member to get back into the same spot in the queue in case their question isn't adequately answered.

• Finally, the system allows for questions to need Approval by an administrator before they would be lodged into the public viewable FAQ's.

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Here is a brief description of the menu items of this category. For a detailed explanation, go to the respective manual pages.

• New: You can create new FAQs from here. This is where you will find the new tickets that are submitted by the members.
• Open: This contains a list of all FAQ's that are not New, but the ones that have not been closed yet.
• Approval: This contains a list of FAQ's that are waiting for approval by a senior admin before going live to the FAQ's.
• Unapprove: This contains a list of all Approved FAQ's that you can unapprove to remove them from the public viewing areas.
• Add New: This is where you can add a new FAQ without having a submitted ticket from a member and without having to approve it.
• FAQ: The complete FAQ and how it looks, including the Non-Member FAQ's, the Member FAQ's, and the Admin FAQ's.
• Category Maint: This is where you can add or edit the categories in the FAQ. Categories are useful to classify the FAQ type.
• All: This contains the complete list of all the FAQs, and where you can see what all your Customer Service Representatives are up to.

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