Create a customer-facing FAQ from the approved material below. Prioritize questions that prevent confusion, reduce support contacts, or help customers complete a real task. Do not write an answer when the source material does not support one. Product, service, or process: [TOPIC] Approved source material: [SOURCE MATERIAL] Audience and stage: [AUDIENCE AND STAGE] Existing questions or support patterns: [CUSTOMER QUESTIONS] Format and constraints: [FORMAT AND CONSTRAINTS] First, identify the 8-12 highest-value questions for [AUDIENCE AND STAGE], using [CUSTOMER QUESTIONS] and the source material. Then write the FAQ in [FORMAT AND CONSTRAINTS]. For each entry: - Use the wording a customer would naturally search or ask. - Give a direct answer in 40-90 words unless a different limit is stated. - Put required steps in a numbered list, with prerequisites and decision points where relevant. - State exceptions, eligibility limits, timing, fees, or next actions only when the supplied source supports them. - Link or point to a named help resource only if it appears in [SOURCE MATERIAL]. Organize entries into 2-4 logical groups, such as getting started, billing, delivery, or troubleshooting. End with “Still need help?” language based only on the support route provided. After the FAQ, add a separate internal review list of unanswered high-value questions, ambiguous policies, and claims that need an owner to verify. Do not invent features, pricing, policies, contact methods, guarantees, or troubleshooting steps. Before answering, check that each answer directly answers its question and that every operational claim is supported by [SOURCE MATERIAL]. Ask up to 3 clarifying questions only if a required input is missing.
Fill in
| Placeholder | What to enter | Example |
|---|---|---|
| [TOPIC] | Name the product, service, feature, or customer process the FAQ covers. | Monthly coffee subscription |
| [SOURCE MATERIAL] | Paste approved help articles, policies, product notes, process steps, and support contact details. | Customers choose 1, 2, or 3 bags every four weeks; changes must be made before the 20th; subscriptions can be skipped in the account portal; shipping is free in the contiguous US; support is [email protected]. |
| [AUDIENCE AND STAGE] | Describe who will read the FAQ and where they are in the customer journey. | First-time subscribers deciding whether to join and current subscribers managing their plan. |
| [CUSTOMER QUESTIONS] | Paste common customer questions, ticket themes, search terms, or reviewer feedback. | Can I choose the roast? When am I charged? Can I pause? Do you ship to Alaska? How do I change my address? |
| [FORMAT AND CONSTRAINTS] | Specify the destination and rules, such as website accordion copy, word limits, and required tone. | Website FAQ accordion; friendly and direct; maximum 70 words per answer. |
How to use
- Use approved policies and help content as the source of truth, not a brainstorming prompt about what your company might offer.
- Include actual support-ticket language so the questions match the way customers describe their problem.
- Review the internal gap list with the policy or product owner before publishing unsupported answers.
- Follow up with: “Rewrite these questions for search intent, but keep every answer factually unchanged.”
Variations
Pre-purchase FAQ
Use this when prospects need enough detail to decide before buying.
Write a pre-purchase FAQ for [PRODUCT OR SERVICE] using only [APPROVED DETAILS]. Audience: [BUYER]. Include 8 questions covering fit, what is included, pricing or billing if supplied, setup, compatibility, delivery, cancellation or returns if supplied, and support. Keep answers under [WORD LIMIT] words and identify decision-critical gaps for internal review. Do not invent benefits, guarantees, policies, or comparisons. Ask up to 3 questions only if required inputs are missing.
Troubleshooting FAQ
Use this when customers need safe, ordered self-service steps.
Create a troubleshooting FAQ for [PRODUCT OR PROCESS] from [SUPPORT MATERIAL]. Users report: [COMMON ISSUES]. For each issue, write a customer-worded question, safety or access prerequisites, numbered diagnostic steps, expected result, and the exact escalation route from the source material. Separate confirmed fixes from unverified suggestions. Do not instruct users to bypass security, warranty, or safety controls. Ask up to 3 questions only if required inputs are missing.
Internal support FAQ
Use this when support staff need consistent answers and escalation rules.
Create an internal agent FAQ for [SERVICE] using [POLICIES AND PLAYBOOKS]. Audience: [SUPPORT TEAM]. For each of [TOP QUESTIONS], provide the approved answer, verification steps, authority limit, documentation requirement, and escalation trigger. Present it as a table plus a short list of policy gaps. Do not create exceptions, refunds, commitments, or compliance guidance beyond the supplied material. Ask up to 3 questions only if required inputs are missing.
Tips
- Build questions from ticket themes and site-search terms; internal product vocabulary often fails to match customer language.
- Put eligibility, deadlines, fees, and exceptions near the first sentence of an answer because they change the customer's next action.
- Use numbered steps only when sequence matters, and state what the customer should see before moving to the next step.
- Maintain a source link or policy owner for every answer so the FAQ can be updated when operations change.
FAQ
How many questions should an FAQ include?
Start with the 8-12 questions that block purchase, setup, billing, or resolution. A long FAQ full of low-value questions makes important answers harder to find.
Can AI find the questions customers are asking?
It can cluster the questions and tickets you provide. It should not be treated as evidence of actual customer demand without those inputs.
Should every FAQ have a contact option?
Include a clear support route when one is approved. Do not invent an email address, response time, or escalation promise.