# Frequently asked questions

> How to build the student area's FAQ page: create, answer, group, reorder, publish and unpublish questions. With the page title and guidance message.

The frequently asked questions page (**FAQ**) gathers the answers that do not belong to a lesson. For example: how to get the certificate, how login works, how to download an invoice. You write the questions and answers in **Support > FAQ**. Students read them on a page of their own in the student area.

## The idea in one minute

A FAQ entry is a **Question** plus an **Answer**. The answer takes formatting, images and files.

Each question has one of two statuses:

| Status | What it means |
|---|---|
| **Draft** | Visible to administrators only |
| **Published** | Shown on the student FAQ page |

**The most important rule:** every question starts as a **Draft**. The student only sees it when you change the status to **Published**. Going back to **Draft** hides it again, without deleting it.

## Group and order

**Group** is a short, optional label, up to 45 characters. It helps you organize the list in the dashboard. For example: "Payment", "Access", "Account". The group shows as a badge in your list.

The student does not see the groups. On their page, the questions come in sequence, in the order you set.

**The order** is that of your list. Drag the question by its handle, or use **Move up** and **Move down**. A new question goes to the end.

## The student's page

In **Settings > Support > FAQ**, with **Frequently asked questions page** on:

- **Page title**: the name of the page and of the item in the student area menu. Empty, it stays **FAQ**.
- **Guidance message**: the text above the questions. Empty, the page shows an invitation to write to the account's sender email.

## The screen

**Support > FAQ** lists the questions in columns: **Question**, **Group** and **Status**. Each row has the **Edit** and **Delete** actions.

- At the top, **New Question** creates a question.
- **Settings** leads to the **FAQ** tab of **Settings > Support**.
- With no questions, the screen shows **No questions** and the invitation to create the first one.

## Step by step

### Create a question

1. Open **Support > FAQ**.
2. Click **New Question**.
3. Write the **Question**. For example: "How does the certificate work?".
4. If you want, fill in the **Group**.
5. Click **Create question**. The **Edit question** form opens next.
6. Write the **Answer** in the editor.
7. Check **Question** and **Group**.
8. In **Status**, choose **Draft** to continue later, or **Published** to put it live.
9. Click **Save changes**.

### Publish or unpublish

1. In the list, click the question's **Status** badge.
2. Choose **Published** or **Draft**.

The change applies to the student page right away.

### Change the order

1. Drag the question by the handle on the left of the row to its new position.

You can also use the **Move up** and **Move down** arrows. The order saves on every move.

### Edit a question

1. On the question's row, click **Edit**, or click the row.
2. Change what you need in the **Edit question** form.
3. Click **Save changes**.

### Delete a question

1. On the question's row, click **Delete**.
2. Confirm in **Delete question**.

The question and its answer are erased. It cannot be undone. To take a question off the page without erasing it, set its status to **Draft**.

## What the student sees

- In the student area menu, the item with the **Page title**.
- At the top of the page, the **Guidance message**.
- Below it, the published questions, in the order of your list. Each one expands to show its answer.
- Drafts do not appear.
- The FAQ page cannot be blocked per student. Whoever has the channel on in the account sees the page.

## Good to know

- **For the question that repeats.** A FAQ entry solves the question that lands in tickets every week. Publish the question and point to it in the ticket reply. The next student reads it without opening a ticket.
- **Lesson or whole account.** If the question is about a lesson, a public answer to the [question](https://help.cademi.cloud/en/atendimento/duvidas.md) stays on that lesson. The FAQ is for what applies to the whole account.
- **Events for integrations.** Creating, changing and deleting a FAQ entry produce events for your integrations.
- **Page off, questions kept.** Turning off **Frequently asked questions page** removes the page from the student menu. The questions are kept.

## Frequently asked questions

**I created the question and the student does not see it.** It starts as a **Draft**. Open the form, or click the status badge, and switch it to **Published**.

**Do groups show to the student?** No. The group organizes your list. The student sees the questions in sequence, in the order you set.

**Can I write the answer later?** Yes. Create the question, leave it as a **Draft** and come back whenever you want.

**I want to take a question down for a while.** Set its status to **Draft**. The question disappears from the student page and stays saved.