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FAQ document template

Your FAQ belongs in a file, not a web accordion. Start with the block below, swap the bracketed lines, and export from Word or Google Docs when you are done.

Copy-ready document structure

Put the revision date on page one. Group questions under headings your team already uses (Billing, Support, and so on).

Basic FAQ document

[Organization name]: Frequently Asked Questions
Last updated: [Month Year]

## General
Q: What does [company/product] do?
A: [One clear sentence plus one supporting detail.]

Q: Who should use this?
A: [Primary audience and one common use case.]

## Orders and billing
Q: How do I get an invoice?
A: [Steps with a contact email or portal link.]

Q: What payment methods do you accept?
A: [List methods and any regional limits.]

## Support
Q: How fast do you respond?
A: [Hours, channels, and typical reply time.]

Q: Where do I send technical issues?
A: [Email or ticket URL plus what to include in the message.]

Customer doc vs internal doc

  • Customer-facing: plain language, policy dates, links to live pages.
  • Internal: ticket macros, escalation names, links to SOPs.
  • Support playbook: one FAQ row per macro ID so agents paste the same answer every time.

Not the same as a website FAQ

Web pages hide answers behind clicks. Documents show everything. If you export from a site, flatten the text before you print.

Notes on using these pages

Do I need a table of contents?
Use one when you pass eight questions or when Legal and Support each own a section. For a two-page handout, headings are enough.

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