The Setup icon provides Admins with a Frequently Asked Questions (FAQ) tool. With it, Admins can give Learners an additional resource to help them get the most out of their training in Absorb.
Admins can add FAQs to the Learner Dashboard so that Learners can easily locate and consult them when they have a system question. By giving FAQs a prominent location on the Learner Interface, Admins can educate Learners or call attention to important Learning Management System (LMS) information. While this function is also served by features such as Billboards and News Articles, an additional means of communicating information is always beneficial.
Absorb Engage must be enabled in your Portal to create and manage FAQs. If Absorb Engage is not enabled, FAQ management actions are unavailable. For more information, see An Introduction to Absorb Engage.
Key Points
Keep the following in mind when working with FAQs:
- Admins can compose any Questions and Answers. Like Courses, FAQs use Availability Rules, so they can be tailored to specific Learners based on properties such as Department and Group.
- System Admins can add the FAQs tile to Learner Dashboards.
- Working with FAQs requires either the View FAQs permission (read-only) or the Modify FAQs permission (create, edit, and delete).
FAQs Report
The FAQs tool opens using the standard Report layout. From the FAQs Report, an Admin can do the following:
- Create a new FAQ.
- Work on an existing FAQ.
- Run a custom FAQ Report.
To access the FAQs Report, click the Setup icon () and then click FAQs.
Absorb recommends that Admins use the Answer field rather than the Short Answer field. The Short Answer field is a legacy field that is not populated for new FAQs.
You can customize the basic FAQ Report to display any of the following parameters:
| Element | Description |
| Answer | The full response to the Question, written by the Admin in the built-in text editor and shown to Learners. |
| Author * | The name of the Admin who created the FAQ. |
| Date Added * | The date the FAQ was first created and saved. |
| Date Edited * | The date the FAQ was last updated and re-saved. |
| ID | The FAQ identifier automatically assigned by Absorb, which can be used to create deep links. |
| Is Published * | Indicates whether the Admin has set the Publication toggle to Published, making the FAQ available to Learners. |
| Order | Sets the sequence in which FAQs appear to Learners on their Dashboard. |
| Question * | The name of the FAQ as it appears in the FAQ Report and in all Learner views (mandatory). |
| Read Count * | The number of times Learners have opened the FAQ. |
| Short Answer | The full response to the Question, written by the Admin in the built-in text editor and shown to Learners. Note this is a legacy field and is not populated for new FAQs. |
Note: * Columns shown automatically as part of the default report view.
Actions
The Actions available depend on whether you are creating a new FAQ or editing an existing one.
When creating a new FAQ, the following Actions are available:
| Action | Description |
| Add FAQ | Launches the FAQ workspace where the new FAQ can be created. |
| Save | Saves the new FAQ and returns to the FAQ Report, where the new FAQ appears in Date Added order. |
| Cancel | Cancels the new FAQ without saving it (you are prompted to confirm) and returns to the FAQ Report. |
When working with a previously saved FAQ, the following Actions are available:
| Action | Description |
| Edit FAQ | Relaunches the FAQ workspace so a selected FAQ can be updated and re-saved. |
| Delete FAQ(s) | Erases the selected FAQ(s) (you are prompted to confirm). Deleted FAQs are permanently removed and cannot be recovered. |
| Deselect | Clears any FAQ selections in the FAQ Report. |
| Quick Save * | Saves the FAQ without returning to the FAQ Report, so you can keep editing. |
| View History * | Opens a dialog with a detailed record of every change made to the FAQ since it was created, including the date and the Admin responsible, listed from most to least recent. This is useful for FAQs that multiple Admins have worked on. |
| Save * | Saves changes to the FAQ and returns to the FAQ Report. |
| Cancel * | Cancels changes, reverts to the last saved version (you are prompted to confirm), and returns to the FAQ Report. |
Note: * Available after the FAQ has been reopened for editing.
Adding Questions and Answers
To add an FAQ, start from the Setup icon and click FAQs. The General tab includes the following fields:
| Element | Description |
| Question | The name of the FAQ as it appears in the FAQ Report and in all Learner views (mandatory). |
| Answer | The full response to the Question, written in the built-in text editor and shown to Learners when they open the FAQ. |
| Author | The name of the Admin who created the FAQ. Absorb populates this automatically, but it can be changed to any Admin in the portal. |
| Order | Sets the sequence in which FAQs appear to Learners on their Dashboard. This value governs the master order of all FAQs in the portal, regardless of audience or Author. Learners see only the FAQs available to them, in the master order, with any unavailable FAQs skipped. |
| Publication | Determines whether the FAQ is active. When set to Published and saved, the FAQ is uploaded to the FAQs tile for every Learner in the intended audience. |
Example:
To create an FAQ:
- On the FAQ Report, click FAQ +.
- On the General tab, enter the required information.
- Click the Availability tab (optional).
- To target specific Learners, click Add Rule.
- Click Save.
When adding Availability Rules, keep the following in mind:
- Add Rule can deliver or filter a specific FAQ to groups of Learners. Rules can target by properties such as Department, Group, Competency, and Competency Level.
- If no filters are added, all Learners can view the FAQ through the FAQs tile on their Dashboard.
- Add Rule displays the three components of each rule. You can add multiple rules by clicking Add Rule again.
- Refine Rule adds an AND condition to further refine the rule it is grouped with.
- The availability editor shows a live count of how many Learners currently match the rules.
Viewing FAQs
FAQs are available to Learners on the Learner Dashboard.
When Learners click FAQs on their Dashboard, they are taken to the full list of FAQs. Learners scroll to locate their question and then click the arrow to reveal the answer.
FAQs also appear in Learner search results, so Learners can find them while searching the Learner Interface. Each time a Learner opens an FAQ, its Read Count increases by one.
Comments
Article is closed for comments.