Add questions and answers to your website FAQ

Introduction

Frequently asked questions (FAQs) are the short question-and-answer lists your customers read before they book: "Which driving licence do I need?", "How much is the deposit?", "Can I take the van abroad?". You write them once in RentVisie, and your website and self-service apps show them from there.

You work on a screen headed FAQs. It is one table of every question your company has, with the columns Category, Order, Question and Answer, a New button and a Categories button above the table, and a pencil and a bin icon at the end of each row. Categories opens a second table headed FAQ Categories, where you manage the headings your questions are grouped under.

You come here when:

• You are adding a new rental class and want its own questions on the website — "Can I drive this 3.5-tonne van on a car licence?"
• A customer keeps phoning with the same question, and the answer belongs online.
• The deposit went from €500 to €750 and the answer on the website still says €500.
• You are just checking what customers can read at the moment, before a busy season.
• A new question does not show on the website and you need to find out why.

Terms used on this screen

The route below is the one this manual can confirm. The FAQs tile appears on two menu screens, and a vehicle class has its own Faqs tab; all of them lead to the same questions.

How to use

Configuration

There is nothing to switch on. The one decision that works like a setting is each category's Faq type and its link to a vehicle class — together they decide where the category's questions appear online. Both are set on the category itself, as described in Using the FAQ screens below.

Before you start: every FAQ screen needs the Company admin role. Without it the FAQs tile, the Faqs tab on a vehicle class and the screens behind them are not there for you. Ask your administrator to add the role — see Add an employee and set their permissions.

Using the FAQ screens

From the main menu, open Admin, choose Product design, and click the FAQs tile. (The same tile also sits under Admin → Self service.) The FAQs screen opens.

Create a category first. A question cannot be saved without one.

1. Click Categories. The FAQ Categories screen opens.

2. Click New. A screen with the tab FAQ Category opens.

3. Fill in the fields:

   Field	Starts as	What it does	What it accepts
   Faq type	Specific	Decides which lists outside a vehicle class show this category	One of five choices, see Key details
   Order	0	Position of the category; lower first	A number above 0 — 0 is refused
   Name	empty	The heading customers see	Text, required
   Asset group	empty	"Optional - link to asset group." Ties the category to one vehicle class	Pick from the list; shown as code and name

4. Click Save. If Order is still 0, the app shows Order should be greater than 0 under the field and does not save; an empty name shows Name is empty.

Add a question.

1. On the category's screen, click New Faq item below the fields — or, on the FAQs screen, click New. The FAQ Item screen opens.
2. Type the Question (up to 200 characters) on the left.
3. Write the Answer in the large text box below it. It has a formatting toolbar for bold text, lists, links and tables.
4. On the right, check Category (already filled in when you started from a category) and set Order.
5. Click Save. The app refuses to save while Question or Answer is empty, or while no category is picked — the message is Category is empty.

When it worked, the question appears in the FAQs table with its category name.

Link a category to a vehicle class. Open the category with its pencil icon and pick the class in Asset group. You can also work from the class itself: Admin → Product design → Asset groups tile, open the class with its pencil icon and go to the Faqs tab. New Faq category there creates a category already linked to that class. A category belongs to one class at most; to use the same questions for two classes, create a category for each.

Change or remove. The pencil icon opens a category or question for editing; nothing changes until you click Save, and Cancel or Back throws your changes away. The bin icon deletes straight away.

Key details

Where each category appears. The link to a class and the Faq type together decide it:

New categories start as Specific, so a category you create and leave unlinked is not shown anywhere until you either link it to a class or change its type.

Translations only follow the SelfService type. On the Translation tab of a category or question you can add a version per language. The website only uses a translated question when the category's type is SelfService, and it always shows the answer in the original language. See translations for the details.

Worked example. Verhuur Van Dijk adds its new class "B2 Bestelbus L2H2". Anna clicks Categories → New, keeps Faq type on Specific, types Order 1 and Name "Driving licence and deposit", picks "B2 Bestelbus L2H2" in Asset group, and clicks Save. She then clicks New Faq item and adds "Which licence do I need?" with order 1, and "How much is the deposit?" with the answer "€750, blocked on your credit card at pickup and released within 7 days of return", order 2. On the website, the B2 class now shows one heading with these two questions, licence first. The €750 answer shows in English even to a German visitor, because answers are never translated.

What to do next: open the class on your website and check the questions appear the way you wrote them. For the page texts around them, see free-text web blocks.

Q&A

Why did all the questions under a category disappear when I deleted it? Deleting a category deletes every question in it at the same moment, with no way to get them back. This includes the bin icon on a class's Faqs tab: it removes the whole category, not only the link to that class. To take a category off one class but keep it, open it with the pencil icon, clear Asset group, and click Save. To keep the questions while removing the category, first move each question to another category with its Category field.

Why is a question I saved not showing on the website? Check its category, in this order. Is the category linked to the class the customer is looking at in Asset group? If it is not linked to any class, is its Faq type one the website or app asks for (see Key details)? A new category is Specific and unlinked, which appears nowhere. Finally, check the question itself is in the FAQs table — if Save was refused, it was never stored.

Why can't I save a new category? Order starts at 0 and must be above 0. Type 1 or higher and click Save again.

Why does the Category list on a question show the same name twice? The list shows only category names, not the class they belong to. Two classes that each have a category called "Driving licence and deposit" look identical. Give each category a name that includes the class, or open the category from the class's Faqs tab and use New Faq item there, so the right one is filled in for you.

Why does the self-service app show questions meant for one vehicle class? The self-service app shows every category of type SelfService, including ones linked to a class. Change the category's Faq type to Specific if it should only appear with its class.

Why does a customer see the question in their language but the answer in Dutch? Translated answers are stored but never shown, and translated questions only show for categories of type SelfService. See translations.

Why can't I find the FAQs tile? It is only shown to the Company admin role. Ask your administrator.

Related pages:

• Rental classes — set up the vehicle class a category links to.
• Translations — add the other languages for questions and categories.
• Free-text web blocks — longer texts on your website pages.