---
title: "Create and edit FAQ knowledge base"
slug: "aw-create-and-edit-faq-knowledge-base"
updated: 2026-07-22T15:16:53Z
published: 2026-07-23T10:07:46Z
canonical: "help.8x8.com/aw-create-and-edit-faq-knowledge-base"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create and edit FAQ knowledge base

Due to the repetitive nature of inquiries handled by contact center agents, building an FAQ (Frequently Asked Question) knowledge base for the most frequently-asked questions saves **8x8 Contact Center** agents time in fetching responses for customers. Whenever a customer seeks information, agents can refer to the FAQ knowledge base and provide information quickly. Agents can embed FAQ content in a chat interaction or an email. Your contact center administrator can publish this FAQ knowledge base on your website for broader access.

**8x8 Contact Center** allows supervisors to build FAQs. You can enrich FAQ content by embedding images or attaching files. Build the FAQs once, and refer to them, time and again.

> [!NOTE]
> Note:
> 
> **8x8 Contact Center** limits the ability to create FAQs to supervisors. Agents do not have the privileges to create or edit FAQs.

## Features

- **Provide comprehensive answers**: Researched, consistent responses with links to additional content means customers get the best answers every time.
- **Easily create content**: Supervisors can quickly and easily create, edit, arrange, add, delete and manage content.
- **Respond to changing conditions**: New questions can be added quickly and easily.
- **Shorten interaction times**: Fast access to the right answers makes it quick and efficient to answer repetitive questions.
- **Increase agent productivity**: Keyword lookup and pre-formatted responses deliver the fastest answers to customer questions.
- **Train new agents**: Supervisors share the same user interface as agents, to help support new and ongoing agent training.
- **Provide consistency across channels**: Agents use the same tool to find the answers regardless of which channel they are using for their customer interactions.
- **Search content**: Use simple keyword queries to find answers quickly.
- **Import answers**: Build your answers in the tool of your choice and easily import them from Word, Excel or PDF files.
- **Embed hyperlinks**: Provide customers with comprehensive answers to even the most complex questions by embedding hyperlinks in answers.

Building content for FAQs requires you to:

- [Create FAQ Categories](/documentation/docs/aw-create-faq-categories)
- [Create FAQ Answers](/documentation/docs/aw-create-faqs)

For details about inserting FAQ answers into an email or chat, see [Insert FAQ responses into emails](/documentation/docs/aw-insert-faq-responses-into-emails), and [Insert FAQ responses into chat interactions](/documentation/docs/aw-insert-faq-responses-and-rich-media-into-chat-interactions).