Deep dive · module 59 of 100
Building internal FAQs
Turn recurring questions into an internal FAQ.
After this lesson
You collect questions and let AI help with clear answers.
In view · How it connects
From recurring question to FAQ
Bundle questions that colleagues ask very often, without sensitive details.
Have clear answers drafted based on verified knowledge.
Have an expert review and schedule when you will review the FAQ again.
Part 1 of 3 · Collect questions
Your preference for less movement is on. Choose each part yourself.
Collect real questions
Use questions that colleagues actually ask.
Ask for short answers
An FAQ must be quick to scan.
Check and update
Have an expert review the answers and keep them up to date.
New practice example
From explanation to a usable result.
An FAQ links an answer to a source, owner, and moment of re-check.
Fictional practice situationA fictitious sports centre has old notes regarding reservations. Some say cancel 24 hour in advance; an undated note mentions 48 hour.
View a possible solution
This is how it can be done
Create an FAQ item with question, confirmed answer, source, and owner. For now, place the cancellation period under open questions and let the person responsible resolve the conflict. Do not randomly publish the most recent text you happen to find.
Why this works
An FAQ must remain maintainable. Hiding uncertainty behind a short answer does not make the information more reliable.
Make it slightly more difficult
Determine which event triggers a re-check, for example a new regulation, and which existing FAQ items you would then review again.
Extra practice, at your own pace. You do not need to submit anything. This does not count towards an automatic assessment.
Your workplace · learning by doing
Make something. See what changes.
Checking the AI connection… You can already view the written example.
Present your assignment to Ende.
Read the answer, change one thing, and compare.
Previously held
New version
You remain in control
What do you want to improve in your next attempt?
On this device only. AI answers remain only in this page memory. This is self-review, not a grade.
Why this approach works
An FAQ must remain maintainable. Hiding uncertainty behind a short answer does not make the information more reliable.
A step further
Determine which event triggers a re-check, for example a new regulation, and which existing FAQ items you would then review again.
A prompt to get you started
Turn these questions into a short FAQ. Each answer maximum 3 sentences. Do not invent internal procedures. Questions: [vragen].
Apply it
An internal FAQ contains an old leave policy word. The current policy source mentions different terms.
Which approach best fits this situation?
- Leave both versions without a date.
- Let AI decide for themselves which condition sounds more plausible.
- Update the answer with source, date and a person responsible for maintenance.
With JavaScript, you can check your approach and receive immediate feedback.
Test your insight
What is important regarding a AI-generated FAQ?
- As many questions as possible.
- Having the answers checked by someone who knows the procedures.
- Nothing.
Extra practice
Note three questions that are often asked in your team and write the prompt to turn them into an FAQ.
Questions about leave, expenses, and AI use. Prompt asks for short, factual answers.
