FAQ is a knowledge pool used to provide fast and consistent answers to recurring questions from your customers or teams.

In Robosme, FAQ is not just "informational text"; it is an active part of the case resolution process.

When used correctly:

• Reduces the workload of support teams
• Increases First Contact Resolution (FCR) rate
• Maintains standard answer quality

FAQ Records

You can manage FAQ records through the FAQ concept.

Each FAQ record:

• Represents a specific question-answer pair
• Can be used during case creation and resolution

A typical FAQ content includes:

• Question: A problem or topic frequently asked by customers
• Answer: Standard and approved solution text
• (Optional) Category / topic heading

Usage with Cases

When creating or resolving a case:

• The relevant FAQ record can be added to the case
• The answer can be used directly in the case description or resolution field

Thanks to this approach:

• Different answers are not given to the same question
• Even new support staff can provide consistent solutions
• Knowledge becomes institutionalized

Operational Benefits

As FAQ usage increases:

• The phrase "This was solved before" finds its match in the system
• Support times are shortened
• Case → sales conversions become healthier