# 5. FAQ Management

User Type: **Super Administrator**
Source: *Mi Digital Academy - Education CRM Features Document*

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## 5. FAQ Management

### 5.1 Per-Video FAQs
**What it does:** Maintains the FAQs for each video: the common questions and their answers specific to a video, so a learner's likely questions about the video are answered in place. The Super Administrator curates the per-video FAQs (the questions asked, the verified answers) so the video's page addresses the learner's doubts without a support ticket.

**Sub-features:**
- Per-video FAQ: the questions and answers specific to a video
- Question curation: the common questions identified and listed
- Answer authoring: the answers written (accurate, clear)
- Visibility: the FAQs shown on the video's page
- Update: the FAQs updated as new questions arise
- Source: the questions sourced from the learner's actual questions (the support, the submissions)
- Audit logging of FAQ create/update

**Super Administrator User Journey:**
1. For a video, Super Admin curates the per-video FAQs: the common questions learners ask about the video, and the answers.
2. Sources the questions from the learner's actual questions (the support tickets, the submitted questions), so the FAQs address the real doubts, not hypotheticals.
3. Authors the answers: accurate and clear (the answer resolves the question, not just acknowledges it).
4. Saves; the FAQs appear on the video's page, and a learner sees the answers to the common questions in place.
5. For a new question that arises (a learner asks something not yet covered), Super Admin adds it to the FAQs (the question and the verified answer); the change is recorded.
6. For an answer that is outdated (the content changed), Super Admin updates the answer to match; the change is recorded.
7. Reviews the per-video FAQ coverage: the videos with their FAQs, so a video with common questions but no FAQs is a visible gap.
8. The FAQ create/update is audit-logged with the video, the FAQs, and the timestamp.

**Rules & Edge Cases:**
- The per-video FAQs are specific to the video; they address the video's doubts, not generic questions.
- The questions are sourced from the learner's actual questions (the support, the submissions); they are real, not hypothetical.
- The answers are accurate and clear; an outdated answer is updated to match the current content.
- A video with common questions but no FAQs is a visible gap; it is not a silent omission.
- A new question is added to the FAQs as it arises; the FAQs grow with the real questions.
- FAQ create/update is audit-logged with the video, FAQs, and timestamp.

### 5.2 Searchable FAQ Database
**What it does:** Provides a searchable FAQ database: all the FAQs (across the videos and topics) in a searchable index, so a learner (or the support team) can find the answer to a question by searching, rather than browsing the video pages. The Super Administrator maintains the database so the FAQs are findable and the search returns the right answer.

**Sub-features:**
- FAQ database: the FAQs indexed across the videos and topics
- Search: the FAQs searchable by the question (and the answer)
- Result ranking: the results ordered by relevance
- Filter: the results narrowed by the video/topic
- Answer retrieval: the answer retrieved from the search results
- Index maintenance: the database kept current (the new FAQs indexed)
- Audit logging of the index maintenance (where applicable)

**Super Administrator User Journey:**
1. A learner has a question. They search the FAQ database (the question, or a keyword); the results appear, ranked by relevance.
2. The learner filters by the video/topic (narrowing to the relevant FAQs) and retrieves the answer from the results.
3. Super Admin maintains the index: the new FAQs are indexed (the database is current), so a recent FAQ is findable.
4. For a question that is hard to find (poorly worded FAQ), Super Admin improves the FAQ (a clearer question phrasing, the keywords) so it is findable; the change is recorded.
5. Reviews the search for a coverage gap: a search for a common question returns no FAQ, confirming the gap (routed to be added).
6. For the support team, the searchable database is the first-line answer source (the known questions answered without a ticket).
7. Confirms the retrieval works end-to-end: the search finds the FAQ, and the answer is the right one.
8. The index maintenance is audit-logged where applicable (the FAQ, the change, the timestamp).

**Rules & Edge Cases:**
- The FAQ database is the index of the FAQs across the videos and topics; it is searchable, not just a list.
- The search is by the question (and the answer); the keywords are the search keys.
- The results are ranked by relevance and can be filtered (the video/topic); the search is precise.
- A search returning no FAQ confirms a gap; it is a signal (the FAQ to be added), not an error.
- A poorly findable FAQ is improved via its phrasing/keywords; the change is recorded.
- Index maintenance is audit-logged where applicable.

### 5.3 Moderation of Student-Submitted Questions and Teacher-Verified Responses
**What it does:** Manages the learner-submitted questions and the teacher-verified responses: the learners can submit questions (to the per-video FAQs or the database), and the teachers verify the responses, so the community Q&A is a feature with quality control. The Super Administrator oversees the moderation so the submitted questions are handled and the responses are verified (accurate) before they are shown as answers.

**Sub-features:**
- Question submission: a learner submits a question (to the video/database)
- Moderation queue: the submitted questions queued for handling
- Teacher verification: the responses verified by a teacher (the accuracy checked)
- Verified response: the response shown as the answer once verified
- Rejection: a submitted question/response rejected (with the reason)
- Attribution: the verified response attributed (the teacher who verified it)
- Audit logging of the moderation/verification

**Super Administrator User Journey:**
1. A learner submits a question (to the video's FAQs or the database); it enters the moderation queue.
2. Super Admin (or the designated moderator) reviews the queue: the submitted questions, their relevance, and their appropriateness.
3. For a valid question, routes it for a response (the teacher answers it); the response is drafted.
4. The teacher verifies the response (the accuracy checked); the verified response is shown as the answer (attributed to the teacher).
5. For an invalid question (off-topic, inappropriate, a duplicate), rejects it with the reason; the submitter is informed.
6. For a response that is not verified (the teacher finds it inaccurate), the response is corrected and re-verified; the verification is recorded.
7. Reviews the moderation: the queue is managed (the pending questions handled), and the verified responses are accurate; the community Q&A is curated.
8. The moderation/verification is audit-logged with the question, the response, the actor, and the timestamp.

**Rules & Edge Cases:**
- A learner-submitted question enters the moderation queue; it is not auto-published as an answer.
- A response is shown as the answer only once verified by a teacher; the verification is the quality gate.
- A verified response is attributed (the teacher who verified it); the accountability is clear.
- An invalid question/response is rejected with the reason; the submitter is informed.
- The moderation queue is managed (the pending questions handled); the community Q&A is curated, not a free-for-all.
- Moderation/verification is audit-logged with the question, response, actor, and timestamp.