The FAQs module provides a way to add knowledge FAQs to the Moveworks bot to be served as answers in-chat. These FAQs are question and answer style snippets that can quickly answer common questions that the user may ask the bot. Moveworks Answers skill leverages Google Sheets to import these FAQs into the bot and provide them to users in chat.
Go to the FAQs section in Moveworks Setup by clicking on Search, then Configure Search, and lastly FAQs.
Click Setup FAQs on the top left and follow the on-screen prompts to create your FAQ spreadsheet.
Click on Edit.
You will be redirected you to a spreadsheet in Google Sheet that is unique to your organization and can be used to add FAQs.
FAQs require a Resource Permission rule to be served by the bot. Without this step, ingested FAQs will show as indexed but will not be returned as answers.
Core Platform > Resource Permissions > Permission RulesCreateSubmit
Setting the DSL rule to TRUE grants all users access to all FAQs. If you need to restrict FAQ visibility to specific users or groups, replace TRUE with a DSL expression scoped to the appropriate audience.
Moveworks uses a subset of Markdown to format FAQs, this allows it to be rendered across various chat platforms. The section below outlines the supported formatting capabilities for FAQs, which will work across all Moveworks supported chat platforms.
<https://link_to_hyperlink|click here>Using the domain column, add one of the following keys:
FAQs can support up to 500 characters (not including the title) or five lines (where a new line is defined as a new sentence that starts after you press enter/return).
Note: If you are looking to avoid having users click on ‘See more’, Moveworks recommends to craft your FAQ in a way where the answer is limited to three lines, which should keep you within the 500 character limit.
A: Please reach out to your owner to provide you an editor access after that you should be able to open and edit the FAQ sheet.
A: The Ingestion process runs every four hours, so your changes should reflect within a maximum of 4 hours after editing the sheet.
A: FAQs can support up to 500 characters (not including the title) or 5 lines (where a new line is defined as a new sentence that starts after you press enter/return). Moveworks recommends to craft your FAQ in a way where the answer is limited to 3 lines, which should keep you within the 500 character limit.