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Questions & Answers (QAs)

QAs refer to a collection of commonly-posed questions and their answers regarding a particular product, service, or topic. The Questions & Answers (QA) feature on DevRev provides a convenient way for users to create and use such QAs to provide efficient customer support.

Searching for QAs

Search for a previously created QA on the DevRev app by pressing cmd+K on Mac or Ctrl+K on Windows. QAs appear within the KB section of the Search bar. You can search QAs by entering keywords within a Question or Answer.

Components of QA

  • Question: Define the customer query.
  • Answer: Provide the corresponding solution or information.
  • Part: Choose the product or service area the QA pertains to.
  • Status: Determine the progress phase of the QA - Published, Draft, Review Needed, or Archived.
  • Access Level: Determine who can view and access the QA.

Creating a QA

  1. Go to Settings > Knowledge Base > Questions and Answers.
  2. Click +QA in the top-right corner.
  3. Fill in the Question, Answer, and select the relevant Part.
  4. Set the appropriate Status and Access level.
  5. Confirm by clicking Create.

Benefits of QAs

  • Immediate responses: QAs are used by our Turing bot to offer instant answers to your customers, reducing wait times. Read more on how to enable Turing bot.
  • Reduced workload: Automating common queries frees up the support team for complex issues.
  • Consistency: Ensures customers receive uniform and accurate information.
  • Continuous improvement: Regularly updated QAs ensure relevancy and up-to-date information.
  • Data collection: Can highlight gaps in products or services based on frequent queries.
  • Scalability: Efficiently handles increasing customer queries as the business grows.

Status definitions

  • Published: These QAs are live and actively used by the Turing bot to answer customer queries in conversations.
  • Draft: Indicates that the QA is still being written or is a work in progress.
  • Review Needed: If the author requires validation, the QA can be marked for review, typically by a manager or designated reviewer.
  • Archived: Denotes QAs that have become redundant, incorrect, or obsolete.

Access permissions

  • Private: Not visible to external users, not used by the bot, and only searchable within the app.
  • External: Accessible solely for authenticated users, aiding the Turing Bot in crafting answers, and appears in search results both within the app (for internal members) and on the portal (exclusive to authenticated users).
  • Internal: Restricted from external users, though the Turing Bot utilizes these for generating answers. These appear only in app-based search results.
  • Public: Available for all, the Turing Bot employs these QAs extensively, and they appear in search results both for app users and portal visitors.