Product documentation explains a system. Customers ask about a situation: “Can I export this?”, “What happens after I cancel?”, or “Who can see my work?”
AI can help translate approved documentation into a clearer FAQ draft. The difficult part is preserving the conditions and admitting when the documentation does not answer a question.
Studio Global Infobase provides reusable source material, while a Skill can hold the instructions for drafting and checking answers. Here is a practical process that keeps the two responsibilities separate.
Gather approved material and actual question themes
Start with current product guides and policies you are authorized to use. Remove obsolete versions. Include document owners or effective dates where available so reviewers know who can resolve an ambiguity.
Collect question themes from support and onboarding without copying unnecessary personal information into the task. A theme such as “export format” is usually more useful than a customer's full email history.
For a one-time draft, a direct attachment may be sufficient. For recurring FAQ updates, create a focused collection using the Infobase guide.
Tell the AI what counts as an answer
Use this as a prompt or save it as a focused Skill:
Draft FAQs from the selected approved product documentation.
Audience: [customer group]. Question themes: [list].
For each FAQ, return the question, concise answer, source document
and section when available, and any important condition.
Use only information established by the supplied material.
Do not invent policies, prices, limits, security guarantees, or dates.
Put unanswered or conflicting questions in a separate review list.
Keep public-facing copy separate from internal editorial notes.
The Skills guide explains how to save reusable instructions and supply changing context for each task.
Review a small example before generating a large list
The following source and answer are invented editorial examples. They are not Studio Global product policies or observed model outputs.
Example source: “Project owners can export a task list as CSV. Archived tasks are excluded from the export.”
An acceptable FAQ draft would be:
Can I export a task list? Yes. Project owners can export a task list as CSV. The export does not include archived tasks.
An unacceptable draft would be:
Can everyone export all project data? Yes. Every team member can download everything in their preferred format.
The second version invents permissions, expands “task list” to “all project data,” removes an exclusion, and adds unspecified formats. It sounds helpful but no longer reflects the source.
If the customer asks whether archived tasks can be restored, neither the example source nor the AI should supply an invented restoration policy. Route that question to the product owner.
Keep an internal evidence table
Before publication, maintain a review table alongside the FAQ draft:
| Field | Why it matters |
|---|---|
| Customer question | Confirms the answer addresses a real need |
| Approved answer | Holds the customer-facing wording |
| Supporting source | Lets a reviewer verify the answer |
| Conditions and exceptions | Prevents misleading simplification |
| Reviewer and review date | Records responsibility for approval |
Do not publish internal source paths or confidential review notes as part of the public FAQ. Public sources can be linked where helpful; private evidence should remain within the authorized review process.
Edit for clarity without changing policy
Shorten long sentences, explain product terminology, and put the direct answer first. Do not remove a necessary condition merely to make an answer shorter.
When a draft needs substantial editing, use Documents to work through focused revisions. Brand Voice can help with tone, but factual approval still comes from the source material and responsible reviewer.
Publish approved answers and maintain them
Copy the approved answers into your chosen help center or website through its normal publishing process. Generating FAQs in chat does not automatically deploy them to an external support system.
Keep unresolved questions in the internal review list. Revisit published answers when the underlying policy changes or recurring customer confusion suggests the wording is incomplete.
Start with a small set of important questions. A short, accurate FAQ is more useful than a large collection of confident guesses.
Open Studio Global and draft FAQs from your approved source material.