FAQ Collection
How to structure an FAQ collection — question/answer pairs, categories, ordering, and display patterns.
Overview
FAQ collections are deceptively simple. The basic structure is just question + answer, but thoughtful categorization and ordering make the difference between a useful FAQ page and a wall of text.
Recommended fields
Required
- Question (text) — the primary field. Phrased as a question the user would actually ask.
- Answer (rich text) — the response. Rich text allows links, lists, and formatting.
Recommended
- Category (select) — group questions into sections: "Billing", "Getting Started", "Technical", "Account".
- Order (number) — display order within each category. Most important questions first.
Optional
- Short answer (text) — a one-sentence summary for accordion previews.
- Related page (url) — link to a page with more detail.
- Tags (multi-select) — for cross-category searching.
- Featured (boolean) — highlight the top 3-5 questions.
- Product (select or reference) — if FAQs span multiple products.
Display patterns
Accordion
The most common pattern. Questions appear as expandable rows. Clicking a question reveals the answer. Group by category with section headings.
Flat list
All questions and answers visible at once. Works for short FAQ pages (under 10 items). Poor for long lists.
Searchable
Add a search input above the FAQ list. Filter questions client-side based on the search query matching the question text, answer text, or tags.
Categories
Choose your FAQ categories based on what users actually ask about, not your internal org structure:
- Getting Started — onboarding, setup, first steps.
- Billing — pricing, invoices, refunds, plan changes.
- Features — what the product can/cannot do.
- Technical — integrations, API, compatibility.
- Account — login, password, profile settings.
Keep categories to 4-6. More than that defeats the purpose of categorization.
Tips
- Write questions in the user's voice — "How do I reset my password?" not "Password Reset Procedure".
- Rich text for answers — answers often need links, numbered steps, or bold emphasis. Plain text is too limiting.
- Order within categories — put the most-asked questions first in each category. Do not rely on alphabetical order.
- Featured boolean for homepage — surface the top 3-5 FAQs on your homepage or pricing page. Use a boolean field to select them.
- Keep answers concise — if an answer is longer than a paragraph, link to a dedicated help article instead.