# 1. Resource Guide & FAQ

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

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## 1. Resource Guide & FAQ

### 1.1 Resource Guide
**What it does:** Provides the Student with a structured resource guide for each topic: a curated set of the key concepts, formulas, definitions, and reference material needed to master the topic. The guide is organized by subject and topic, is searchable, and links to the related videos, flashcards, and practice questions. It serves as a single revision reference.

**Sub-features:**
- Resource guide organized by subject and topic
- Key concepts, formulas, and definitions per topic
- Search within the resource guide
- Filter by subject and topic
- Links from a guide entry to related videos, flashcards, and questions
- Bookmark a guide entry for quick revision
- Guide available on web and mobile
- Guide content gated by subscription
- Access event logging (viewed, bookmarked)
- Audit logging of the resource guide

**Student User Journey:**
1. Student opens "Learning tools" → "Resource guide" and selects Mathematics → Quadratic equations.
2. The guide shows the key concepts, the standard formulas, and definitions for the topic.
3. Student searches for "discriminant" and the relevant entry is highlighted.
4. Student taps a formula entry and is linked to the related video and flashcards.
5. Student bookmarks the entry for quick revision.
6. Student opens the guide on the mobile app; the same content is available.
7. Student opens Profile → "Activity" and confirms the access events are recorded.

**Rules & Edge Cases:**
- The resource guide is organized by subject and topic; an entry appears under its topic.
- Search and filter operate within the guide.
- A guide entry links to related videos, flashcards, and practice questions where available.
- Bookmarking an entry adds it to the Student's saved items.
- Guide content is gated by the Student's subscription.
- Access events (viewed, bookmarked) are logged with the entry and the timestamp.
- The resource guide is audit-logged with the account, the entry, and the timestamp.

### 1.2 Frequently Asked Questions (FAQ)
**What it does:** Gives the Student access to a searchable FAQ covering common questions about the platform (how features work, billing, technical help). The Student can browse by category, search by keyword, and mark a question as helpful. Unanswered questions can be escalated to support.

**Sub-features:**
- FAQ organized by category (getting started, learning, billing, technical)
- Search the FAQ by keyword
- Browse questions by category
- Expand a question to read the answer
- Mark an answer as helpful or not helpful
- "Still need help?" escalation to a support ticket
- FAQ available on web and mobile
- FAQ content kept current by the platform
- FAQ event logging (searched, viewed, escalated)
- Audit logging of the FAQ

**Student User Journey:**
1. Student opens "Help" → "FAQ" and sees the categories.
2. Student searches for "download" and the relevant questions appear.
3. Student expands a question and reads the answer.
4. Student marks the answer "Helpful".
5. For a question that does not resolve the issue, Student clicks "Still need help?" and is taken to create a support ticket.
6. Student browses the "Billing" category to find plan information.
7. Student opens the FAQ on the mobile app; the same content is available.
8. Student opens Profile → "Activity" and confirms the FAQ events are recorded.

**Rules & Edge Cases:**
- The FAQ is organized by category; a question appears under its category.
- Search matches question titles and answer text.
- Marking an answer helpful/not helpful is recorded for content improvement.
- "Still need help?" creates a support ticket prefilled with the question.
- The FAQ is available on web and mobile.
- FAQ events (searched, viewed, escalated) are logged with the query/question and the timestamp.
- The FAQ is audit-logged with the account, the question, and the timestamp.

### 1.3 Downloadable Resources
**What it does:** Lets the Student download reference resources (PDFs, worksheets, formula sheets, templates) for offline use. Downloads are organized by subject and topic, are gated by subscription, and are tracked so the Student can re-download from their library.

**Sub-features:**
- Downloadable resources (PDFs, worksheets, formula sheets, templates)
- Organized by subject and topic
- Download with progress indicator
- "My downloads" library of downloaded resources
- Re-download a resource from the library
- Delete a downloaded resource
- Download gated by subscription
- Storage usage indicator
- Download event logging (started, completed, deleted)
- Audit logging of the downloadable resources

**Student User Journey:**
1. Student opens a topic's resource page and sees a "Formula sheet (PDF)" with a download button.
2. Student taps "Download"; a progress indicator appears and the file is saved.
3. The resource appears in "My downloads".
4. Student goes offline and opens the downloaded PDF from the library.
5. Student re-downloads the resource after deleting it.
6. Student checks the storage usage indicator.
7. Student opens Profile → "Activity" and confirms the download events are recorded.

**Rules & Edge Cases:**
- Downloads require an active subscription; without it, the download button is disabled.
- A download completes before the resource can be opened offline.
- Deleting a downloaded resource removes it from the device but not from the catalog.
- Storage usage is shown; the Student is warned when approaching the limit.
- Download events (started, completed, deleted) are logged with the resource and the timestamp.
- The downloadable resources is audit-logged with the account, the resource, and the timestamp.