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Lesson 1 of 12 · 0:40
Introduction
From FAQs and FAQ sections · Verified against the live product on Nov 4, 2026
This lesson
Write an answer once, and show it under articles, on your help center's pages, and on your own site and app.
Prefer to read? Follow it step by step
Moments in this lesson
Length 0:47
Up next · 0:47
2. Articles or FAQs: which to write
An article walks through a task. An FAQ answers one question in a few sentences. Here's the rule of thumb.
Transcript
- 0:05Hi!
- 0:06In this video, I'll show you how to write an answer once...
- 0:09and show it everywhere your customers look for it: under your articles, on your help center's pages, and on your own website and app.
- 0:18We'll start with when to write an FAQ instead of an article.
- 0:21Then we'll write a few, link them to articles, and group them into FAQ sections... and put those sections in an article, in the Template Editor, and on a pricing page, a product page, a checkout and an app.
- 0:34I'm signed in to Northwind, a demo help center we'll use the whole way through.
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