FAQ Builder Topic Block and FAQ KB Articles

[Yasmin]

On the VA Academy video Using AI Search and other search tools with Virtual Agent I saw some great tips about enhancing the search (thank you!). We are exploring FAQ conversation builder topic block as it seems to be a quick win for VA to answer many more questions. In there it is mentioned that we can import FAQ documents. We have several documents in Q&A format, but no FAQ type KB articles. I have a couple questions for my own understanding:

1. When creating an FAQ KB article, do we have to create 1 FAQ article per each question?
2. We have documents in Q&A format with 50+ questions and answers in them. Can you share some on how to import Q&A formatted docs into FAQ type KB article(s)?

Thank you!

[Marcelle Howard]

Hi Yasmin,

Great questions on FAQ builder. We shipped this topic block with the Quebec release. It was designed specifically for knowledge managers and SMEs to help VA administrators build a library of Q&A topics using the FAQ Knowledge template. This topic block does require you use the FAQ Knowledge template. To address your questions:

1. One FAQ Knowledge article = 1 Q&A VA result. It is a 1:1 mapping and will display in a question/answer format. There is a character limit hidden in the script include which can be adjusted according to how much text you want returned. It leverages the Zing search engine to retrieve relevant choices.

2. Since you have several documents with Q&A format already built in, AI Search may be the preferable option as it is designed to retrieve such results from your existing KB articles. Importing would likely be a manual process to convert the format to an FAQ article per Q&A set. If you are after a better Q&A display, enabling Genius Results would give you the desired user experience without the effort of converting your existing content.

Best,

Marcelle