FAQ User Guide

Overview

If you are looking for an extension that allows customers easily to find the inquiries, ask and answer the question about their confusing, it's high time to choose FAQ extension.

Developed by Mageplaza for Magento 2 stores, FAQ extension offers an SEO-friendly FAQ page, which helps visitors look for the answer with ease instead of sending the email to the freshdesk page. Therefore, you can save much time for customers; this also makes them satisfied with your service, and of course, they will come back to your online store in the next purchase.

Download & Install

- Mageplaza FAQ
- How to install

How to use

FAQs Homepage

Allow displaying all categories and dependent question
Depending on the installation of admins, FAQ Homepage will display Search box or not. Customers can search any question on FAQ Homepage quickly when using Seach box.
The answer of each question can be displayed when clicking on the question if Question type = Collapsible

FAQs Category Page

Display all questions of the category
The same as FAQ Homepage, Category page is also displayed on the Search box and performs the function as on FAQ Homepage. When you find by the search box, all satisfied questions (in all categories) will be displayed. To return the current category, you only need to delete the condition that you have just searched.

The answer of each question can be displayed when clicking on the question if Question type = Collapsible

FAQs Detail Page

Display all answer's contents for each question, Pageview, first public dates, positive feedbacks.
Question Detail Page can display the Voting for helpfulness field so that customers can respond if this answer is helpful to them or not.

If getting the allowance of admins, customers can also submit the question at the bottom of each Question Detail page. The notification will be sent to the customer email box when their question is added the answer and public if they tick in the checkbox Receive email notification.
For the countries don't use the English alphabet (such as Russian, Japanese, Korean, Chinese, Arabic, etc.), questions will not be submitted.

FAQs Product Tab

Display all questions regarding the product.
Customers can submit a question here. The question submitted by creating the form in the Product Tab will be auto-displayed in the Product Detail when it's public.
Similar to the submit form in the Question detail page, we don't support the countries that do not use the English alphabet (such as Russian, Japanese, Korean, Chinese, Arabic, etc.)

How to configure

1. Manage Articles

1.1. Management Grid

This is a place to save all required questions. It includes that admins have created and customers have created.
From the Grid, admins can know all basic information of question as ID, the content and URL of the question, who created the question, the status of the question (answered or not), Visibility (public, hidden, need approved), displayed store view, Helpful rate, Create date, Update date, Position, and Action.
Admins can perform some actions as the following:
Delete: Admins need to tick and choose the question that they want to delete, then select Delete in the Action box (in the upper left of the grid) to delete. A confirmation dialog will appear, then choose OK to continue deleting.
Change Visibility: Admins need to tick and choose the question that you want to change the Visibility, then choose Change Visibility > Public/Hidden/Need Approved in the Action box (in the upper left of the Grid) to change the Visibility. Instantly, selected questions will be changed about selected Visibility.
Edit: To edit a rule, admins need to choose Edit in the Action box (the last column on the right of the Grid)
Instant Edit: Admins can edit some fields of the Rule in the Grid by clicking the mouse to the field you want to edit. The Grid will change as the following:

Also, admins can filter, change Store View, hide/represent the columns or export Grid.

1.2. Add New/Edit Form

1.2.1. General

Statistic
This is a place to count the view (the detail page view), the total number of actions (counted by times), positive and negative (as a percentage).
Details about those fields:
View is counted by numbers of detail question page.
Action = ratings of Positive + Negative.
Positive (%) = ratings of Positive/Action.
Negative (%) = ratings of Negative/Action.

General

Question: The question will be filled in this section. It is displayed in the backend and on the frontend (if published)
URL Key:
The content entered in this section is the URL of the detail question page.
To access the detail question page, customers need to click on the Read more link under each answer or click on the question when searching.
If you leave this field blank, the system will auto-create URL key for the detail question page.
Note: With the countries that don't use the English alphabet, URL key won't be created.

Answer:
The content entered in this section is the answer to the question as we mentioned above.
If you leave this field blank, after Saving, the status will be displayed in the Grid, called PENDING.
In contrast, if the answer field contains the content, the status in the Grid, called ANSWERED.

Categories:
A question will belong to a certain field and admins can classify it by adding Category to Question.

To display the Category, admins need to create it in the Manage Categories section.

Store Views: A website can have many store views. Questions are only displayed with selected store views.
Visibility: A question can have 3 visibilities. Real visibilities allow admins to distinguish what questions are public, which questions can be ignored and which questions need to be approved.
Public: Admins choose Public, this means that the questions will be displayed outside the frontend.
Hidden: When you choose this option, this means that the questions are removed by admins and will be hidden from the frontend.
Need Approved: When a question is submitted, or the question that admins don't want to display, they will use this option.

Position: This field stipulates the order to display the question on FAQs Homepage, FAQs Category, and FAQs Product Tab.

Customer Information

Author Name:
When a question is submitted, the name of the submitter is also submitted to the backend.
In case, the name isn't required, the information sent to the backend is Quest.

Author Email:
When a question is submitted, the email of submitters is also submitted to the backend.
In case the email isn't required, the information sent to the backend is quest@gmail.com

Receive Email Notification:
When this section is selected, customers will get the email notification about the answer that they have submitted before.

SEO Config

You can configure the meta that is useful for your better SEO
Set Meta title for question detail page
Set Meta description for question detail page
Set Meta keywords for question detail page
Set Meta Robots for question detail page

1.2.2. Product

You can do Assign Products to the Question in the Products tab when you create a new post
In the list of the available products, mark the checkbox that is next to the products you want to assign
Tap Save and Continue Edit, then hit Save to finish

2. Manage Categories

2.1. Management Grid

This is a place to save all categories that admins have created.
From the Grid, admins can know all basic information of question as ID, the name and URL of the question, icon of the Category, the status of Category, Store View, the number of questions, Create Date, Update Date, Position, and Action.
Admins can perform some actions as the following:
Delete: Admins need to tick and choose the question that they want to delete, then select Delete in the Action box (in the upper left of the grid) to delete. A confirmation dialog will appear, then choose OK to continue deleting.
Change Status: Admins need to choose the category that they want to change the status, then choose Change Status > Enable/Disable in the Action box (in the upper left of the Grid) to change the Status. Instantly, selected categories will be changed about the selected status.
Edit: To edit a rule, admins need to choose Edit in the Action box (the last column on the right of the Grid)
Instant Edit: Admins can edit some fields of the Rule in the Grid by clicking the mouse to the field you want to edit. The Grid will change as the following:

Also, admins can also filter, change the store view, hide/represent the columns or export the grid.

2.2. Add New/Edit Form

2.2.1. General

General

Name: The name of Category entered in this section will be displayed both in the backend and frontend (if enabled and it has the dependent questions)
URL Key:
The content filled in this field will be URL of the category page
To access the category page, customers only click on the name of category on the frontend
If you leave this field blank, the system will auto-create the URL key for category page

Status: You need to enable this field so that the category will be displayed on the frontend when it has the dependent questions.
Store View: A website has many store views. The category will only be displayed with selected store views.
Icon:
Go to the page: https://fontawesome.com/ to choose the icon of the category you want.
When you copy class of the icon into the field, immediately, an illustrated icon will be shown.

Position: Stipulate the orders to display the category in FAQs Homepage

SEO Config

You can configure the meta that is useful for your better SEO
Set Meta title for Category page
Set Meta description for Category page
Set Meta keywords for Category page
Set Meta Robots for Category page

2.2.2. Question

You can do Assign Question to the Category in the Question tab when you create a new category
In the list of the available question, mark the checkbox that is next to the question you want to assign
Tap Save and Continue Edit, then hit Save to finish

3. Configuration

3.1. General

Enable Module: Choose Yes to enable this module
Choose FAQ's color: The color that you choose in this section will stipulate the main color of FAQ Page on the frontend
Allow Voting For Helpfulness: Choose Yes so that customers can rate Positive or Negative for each answer
Restrict Rating For: Stipulating the customer group can rate the answer quality.

3.1.1. Add Question Config

It is a part of General Config
This field stipulates the configuration about adding questions
The action about adding questions will be displayed in the Question detail page

Allow Guests To Add Questions: There are 3 options to stipulate who can submit the question for admins

Only Logged In Customer: Only customers who have the account can add the question
Yes: All customers can add the question
No: No customers can submit the question. The question is only added by admins in Manage Question

Question maximum character:
Limit the maximum character for a question
If you leave this field blank, the maximum character is 255

Need Admin’s Approved:
Any submitted question will not be displayed on the frontend, it will be changed to Manage Question
Choose Yes so that the question has the visibility is Need Approved when changing to the Manage Question
If you choose No, the visibility of the question is Hidden.

The Name Field is:

No: The name field won't be displayed on the frontend
Optional: The name field will be displayed on the frontend but customers don't need to fill in
Require: The name field will be displayed on the frontend and customers have to fill in this section so that the question is submitted
In case you choose No and Optional, the default name will be sent to the backend is Quest.

The Email Field is:

No: The email field won't be displayed on the frontend
Optional: The email name will be displayed on the frontend but customers don't need to fill in
Require: The email field will be displayed on the frontend and customers must fill in this field so that the question is submitted
In case you choose No and Optional, the default name will be sent to the backend is quest@gmail.com

Show Email Notification checkbox:
Choose Yes so that the checkbox can receive the email when the answer is added and public
Customers need to tick on the new checkbox to allow receiving the email

3.1.2. Question Detail Page Config

It's a part of General Config
This section stipulates the configuration about the Question Detail page

Enable Question Details Page:
Choose Yes to view the question and answer detail when clicking on Read More
If choosing No, the answer will be displayed totally and it doesn't include the Read More link. The original URL of the question is also changed to 404 page
Short answer maximum character:
Limit the maximum character for each question
If leaving this field blank, the maximum character is 255

Detail Page Layout:

Select one of the following layouts to have your checkout page be shown in four different interfaces
1 column
2 columns with left bar
3 columns with right bar
3 columns

Enable Search Box: Choose Yes so that Search Box will be displayed on the FAQ homepage, FAQ Category, and FAQ Question Detail.
Search Box Title:
Enter the title of the Search Box
The content of this field will be displayed on the frontend
Default = Knowledge Base

Search Box Description:
Enter the description of the Search Box
The content of this field will be displayed on the frontend
Default = Search our articles or browse by category below

3.2. FAQ Home Page Configuration

Enable: Choose Yes to enable the FAQ homepage
Route: The route of FAQ Homepage is entered in this field. If leaving it blank, FAQ Homepage will be disabled
Insert FAQ link on:
Choose the position for displaying the FAQ Homepage
There're 3 positions to display: Toplink, Footerlink, and Category Menu
FAQ Homepage link will not be displayed if you choose Please Select

Page Title:
Fill in the page title
If leaving it blank, the default = Frequently Answer and Question

Page Layout:

Select one of the following layouts to have your checkout page be shown in four different interfaces
1 column
2 columns with left bar
3 columns with right bar
3 columns

FAQ Style: Now we offer one style only is Material
Categories Columns: Categories are arranged into 1 or 2 or 3 columns depending on the option that admins choose in this section
Question Style:

Collapsible: On the FAQ Homepage, the answers will be collapsed with their questions. The answer only will be displayed if customers click on the question, and it will be hidden if the question is clicked again.
Default: The answer will be displayed under the question and customers cannot collapse the question anymore.

Limit Question per Category:
Limit the maximum questions displayed on each category
If leaving it blank, the maximum questions displayed is 5

3.2.1. SEO Config

You can configure the meta that is useful for your better SEO
Set Meta title for FAQ Homepage
Set Meta description for FAQ Homepage
Set Meta keywords for FAQ Homepage
Set Meta Robots for FAQ Homepage

3.3. Product Tab Configuration

Enable: Choose Yes so that FAQ Tab can display in the Product Info Detail Box
Tab Title:
Fill in the Tab Title
If leaving it blank, the default = FAQs

Limit question:
Limit the maximum questions that displayed on the Product Detail Page
If leaving it blank, the maximum questions displayed is 5

FAQ Style: Now we only offer one style, Material.
Question Style:

Collapsible: On the homepage, the answers will be collapsed with their questions. The answer will only be displayed if customers click on the question, and it will be hidden if the question is clicked again.
Default: The answer will be shown under each question and customers cannot collapse the question.

Show Name: Choose Yes to allow displaying the name of the person who has submitted the question
Show Date of Question/Answer:
Choose Yes to display the date that the answer is public
Note: The date will be displayed if the name is shown (Show Name = Yes)

3.4. Terms & Conditions

Show Terms & Conditions when submitting questions:

No: Terms & Conditions will not be displayed on the frontend, Submit Question Form
Yes (checkbox): Terms & Conditions will be displayed in the Submit Question Form under checkbox form. Customers need to tick on the checkbox, after that the question can be submitted.
Yes (hidden): Terms & Conditions will be shown in the Submit Question form under the text. At this time, customers default to accept the term & condition of the store owner

Link popup label: The name of popup Terms & Conditions. When clicking on the popup label, the popup that contains the content of Terms $ Conditions will be displayed
Title: Allow filling in the title of the popup
Content: The content will be displayed on the popup. We recommend you should use the HTML language.

3.5 Email Configuration

Enable: Choose Yes so that the actions regarding the email can be enabled

3.5.1. Email to Customer

Send an email to a customer when an answer is added: Choose Yes to email the notification to customers when the answers are public and sent to the registered customers to receive the email
Sender: Allow choosing one in five senders that Magento offers: General Contact, Sales Representative, Customer Support, Custom Email 1, and Custom Email 2
Template:
The extension is installed an available template to send to customers
To change the FAQ Email Template, admins can create a new email template at the Marketing > Email Template
Refer the guide to create a new email template here

3.5.2. Email to Admin

Send an email to admins when a question is created: Choose Yes to email the notification for admin when a question is submitted by customers.
Send To: Fill in the email that you want to get the notification when a question is submitted
Template:
The extension is installed an available template to send to customers
To change the FAQ Email Template, admins can create a new email template at the Marketing > Email Template
Refer the guide to create a new email template here

With the widget, you can allow FAQ to display on any page you want.
To create the widget, you can do the following steps:
Step 1: From the admin panel, choose Content > Elements > Widget > Add New Widget
Step 2: Choose Type = Mageplaza FAQs, Design Theme = Magento Luma. After that, select Continue

Step 3: Set the name for the widget (displayed in the backend) and choose Store View that you want to allow Widget to display

Step 4: Choose the page and the position that you want the FAQ Widget to display

Step 5: Switch to Widget Options tab, then set the widget name that you want to display on the frontend.

Step 6: Save Widget and check it on the frontend

Updated on: 11/06/2019

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