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FAQs

The FAQs section of your Trust Center holds questions and answers that visitors can read without contacting you. Prospects in procurement or a security review tend to ask the same security questions, and each one that reaches your inbox pulls someone from your security team into answering it again. Publishing those answers once gives every prospect the same reviewed answer as soon as they look, and leaves your team free for the questions that are specific to a deal.

How FAQs appear​

FAQs show up in a Frequently Asked Questions section on your Trust Center, and each question expands to show its answer. When an FAQ has a reference link, a Learn more link appears under the answer. The section and its entry in the Trust Center navigation appear once you have at least one FAQ.

FAQs can be grouped by category.

Adding FAQs​

From the FAQs page:

  1. Enter the Question and Answer. Both are required.
  2. Add a Reference Link to a page where buyers can read more, such as a security whitepaper or policy page, if you have one.
  3. Choose a Category or create a new one, if you group your FAQs.
  4. Click Publish FAQ.

An FAQ goes live as soon as you add it, without going through the branding preview, and new FAQs join the end of the list.

To bring over FAQs from another trust center or a spreadsheet, click Bulk Upload on the FAQs page. See Migrating from another trust center.

Ordering FAQs​

Drag an FAQ by its handle to set the order it appears in on your Trust Center.

When your FAQs have categories, the Trust Center groups them by category, and the same order still applies. Each category appears where its first FAQ sits in the list, FAQs within a category keep their order, and the Other group always comes last. To move a whole category up, drag one of its FAQs above the first FAQ of the category ahead of it.

Categories​

Categories help buyers find the answer they need in a longer list, for example Security, Privacy, or Infrastructure. FAQ categories are a custom enum, so you manage the list of values the same way as other custom enums. You can also create a category while adding or editing an FAQ if you have permission to create custom enums. Otherwise, choose from the existing ones.

If no FAQ has a category, your Trust Center shows them as a single list. Once any FAQ has a category, FAQs are grouped under a heading for each category, and any FAQ without one is grouped under Other.

Best practices​

  • Start with the questions your sales and security teams answer most often in questionnaires
  • Keep answers short and link to supporting documents for detail rather than pasting whole policies
  • Point reference links at public pages, since private documents still require visitors to request access
  • Review answers when your practices change so the Trust Center does not contradict your latest audit or policies