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Lesson 2 of 12 · 0:47
Articles or FAQs: which to write
From FAQs and FAQ sections · Verified against the live product on Nov 4, 2026
This lesson
An article walks through a task. An FAQ answers one question in a few sentences. Here's the rule of thumb.
Prefer to read? Follow it step by step
Moments in this lesson
Length 0:44
Up next · 0:44
3. Write an FAQ
Type the question as the title, add a short answer, set the type to FAQ, and publish.
Transcript
- 0:41Your help center holds two kinds of content, and Articles lists both.
- 0:46The line at the top counts each kind.
- 0:48An article is a guide.
- 0:50It walks someone through a task, step by step, with as much detail as the task needs.
- 0:56An FAQ is one question, with a short answer.
- 0:59I'll show only the FAQs... and open one.
- 1:05So here's a rule of thumb.
- 1:06If the answer fits in a few sentences, and people ask it in those words, write an FAQ.
- 1:12If they need to follow steps, write an article.
- 1:15Search and Ask AI find both.
- 1:18But an FAQ can also go where an article can't: under an article, onto your help center's pages, and onto your own website.
Captions and this transcript come from the narration, word for word. Click any line to play from there.
About the course
Write each answer once, and show it wherever your customers ask.
What you'll learn
- When to write an FAQ, and when an article is the better fit
- Writing an FAQ, and editing it with Quick edit
- Related FAQs: attach saved ones, or write new ones under an article
- Drafting FAQs from a long article with AI
- FAQ sections in articles, on your help center's pages, and on your website
- A section's design: 27 templates, light, dark and phone previews
- Editing one answer, and seeing it change everywhere
- Who it's for
- Support and content teams who answer the same questions in many places.
- Format
- 12 lessons, 9:57 in all. English captions and a full transcript.
- Last verified
- Nov 4, 2026, on the live product with the Northwind demo help center
- Plans
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Works on every plan. One lesson covers a feature on a higher plan, and says so:
- Lesson 5 · Extend a long article with FAQs AI-drafted FAQs: Catalyst or AI add-on
Articles
Every lesson pairs with a help article, so you can read the steps at your own pace.
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Write FAQs and add them to articles self.helpcenter.io/content/write-faqs
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Write faster with AI writing help self.helpcenter.io/content/ai-writing-helpGoes with
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Embed FAQ sections on your website self.helpcenter.io/content/faq-sections
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Add, move and remove components self.helpcenter.io/content/componentsGoes with