Zive is the central hub for all of your company's knowledge and makes it easily accessible to all employees. This includes knowledge in the form of solutions to previously unanswered questions. FAQs in Zive enable you to quickly close knowledge gaps easily and provide pinpoint answers to frequently asked questions.
How to create FAQs
FAQs are always a part of a Knowledge Collection in order to give them a clear assignment to a topic. As a collection manager, you can add FAQs to a collection, exactly like you would with any other type of content. Simply click "Edit" while in a collection, hit "+ Add item..." at whatever section you want, and finally choose "Create new FAQ".
Another way of creating FAQs is from a conversation with the Assistant. Simply click the question mark icon below any Assistant answer and your prompt and the answer by the Assistant will be converted into a new FAQ. You may still freely edit the question and answer of the FAQ, before adding it to your desired collection.
How to access and edit FAQs
After an creation the FAQ is a content item in the collection, but it is also treated similarly to other indexed content items. Meaning you can also find it as a result in the Zive Search or it can be used as a source by the Zive Assistant.
When accessing an FAQ, you always get all relevant information, including:
Question and answer
Author of the FAQ
Collection the FAQ is part of
You can provide feedback to a FAQ by up- or downvoting it.
Editing or deleting an FAQ can be done only while editing the collection which stores the FAQ. As such, only Collection Managers of the specific collection and Moderators may manage an FAQ.
Both the question and answer of a FAQ may be edited freely. To change the Collection of a FAQ you would have to delete and create a new FAQ at the desired location.
Suggestions on how to use FAQs within Zive
FAQs are a valuable tool for answering frequently asked questions that have clear and definitive answers. The primary goal of this feature in Zive is to address tacit knowledge – knowledge that is gained through practice and experience during an employee's tenure, and is often not formally documented.
Below are some key use cases for FAQs:
Documenting tacit knowledge easily and quickly, helping employees share practical insights.
Sharing helpful Assistant answers with colleagues, ensuring that useful responses are available for future reference.
Providing pinpoint answers to repetitive questions, saving time for both employees and managers.
Improving onboarding by providing new hires with a knowledge base of common questions and answers they can refer to.
Centralizing knowledge in a single, organized location instead of storing it across multiple separate files, making it easier to find and navigate.