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How to Build Better FAQ Sections in Confluence (Templates + Tips)

· 11 min read
NGPilot
NGPilot
NGPilot

FAQ sections are one of the most practical elements you can add to a Confluence page. Whether you are documenting product details, building an IT help desk resource, or writing an onboarding guide, a well-structured FAQ section lets readers find answers without scrolling through walls of text or pinging someone on Slack.

The problem is that Confluence does not give you a built-in way to create FAQ sections. Teams typically resort to manual workarounds: bullet lists, tables, or toggles built from expand macros. These methods work, sort of, but they are tedious to maintain, hard to reorder, and look inconsistent from page to page.

Modern FAQ for Confluence solves this by giving you a dedicated macro for building FAQ sections with drag-and-drop reordering, WYSIWYG editing, and two display themes. This guide walks through the entire process, provides ready-to-use templates, and shares best practices so your FAQ pages actually help people find what they need.

Why FAQ sections matter in Confluence​

Knowledge bases live and die by how quickly readers can find answers. When a new hire lands on your onboarding space, they do not want to read a 3,000-word document end to end. They want to scan a list of questions, find the one that matches their situation, and read a concise answer.

FAQ sections solve this by presenting information in a question-and-answer format that is:

  • Scannable — Readers can quickly find the question that matches their need
  • Concise — Each answer addresses exactly one question, no fluff
  • Self-service — Readers resolve their own issues without filing a ticket or sending a message

For teams using Confluence as a knowledge base, FAQ sections reduce repetitive questions, shorten onboarding time, and keep documentation useful over time.

Step-by-step tutorial: building an FAQ section​

Step 1: Install Modern FAQ for Confluence​

Open the Atlassian Marketplace and search for Modern FAQ for Confluence by NGPILOT. Click Get App to install it on your Confluence Cloud instance. The installation takes a few seconds and requires admin permissions.

Step 2: Insert the FAQ macro on a page​

Open or create the Confluence page where you want the FAQ section. Click Edit to enter the page editor, then type /Modern FAQ for Confluence in the editor. Select the Modern FAQ for Confluence macro from the dropdown. The macro configuration panel opens.

Step 3: Add your questions and answers​

Inside the macro editor, you will see fields for questions and answers. Type your first question in the question field and your answer in the answer field. The answer editor is a full WYSIWYG editor, so you can:

  • Format text with bold, italic, and lists
  • Add hyperlinks to other Confluence pages or external URLs
  • Insert images to illustrate your answer

Click the + button to add another question-and-answer pair. Click the - button to remove the last one.

Step 4: Choose a display theme​

Modern FAQ offers two display themes:

  • Centered theme — All questions and answers are visible on the page in a clean, centered layout. Best for short FAQ sections where you want readers to see everything at a glance.
  • Accordion theme — Questions are listed with answers hidden behind a click. Readers click a question to expand the answer. Best for longer FAQ sections where showing all answers at once would make the page too long.

Click the theme selector at the top right of the config page to switch between themes. Preview both to see which one works better for your content.

Step 5: Reorder with drag and drop​

After adding all your questions, you may want to reorder them. Put the most common or important questions first so readers find them without scrolling. With Modern FAQ, you can drag and drop questions into any order. No need to cut, paste, or re-enter content.

Once you are happy with the order and content, click OK to save the macro, then publish or update the Confluence page. Your FAQ section is live.

FAQ section templates​

Starting from a blank page is hard. Here are three ready-to-use FAQ templates you can copy directly into Modern FAQ for Confluence. Open the macro editor, add a question-and-answer pair for each item, and paste the content below.

Template 1: Product FAQ​

Use this template on product documentation pages, pricing pages, or landing pages in Confluence.

Q: What is included in the free plan? A: The free plan includes access to core features for up to 5 users. You get basic reporting, standard integrations, and community support. Paid plans add advanced analytics, priority support, and custom workflows.

Q: Can I upgrade or downgrade my plan at any time? A: Yes. You can change your plan at any time from the billing settings page. Upgrades take effect immediately. Downgrades take effect at the start of the next billing cycle.

Q: Which integrations are supported? A: We integrate with Jira, Confluence, Slack, Microsoft Teams, GitHub, and Google Workspace. Custom integrations are available on the Enterprise plan via our REST API.

Q: Is my data encrypted? A: Yes. All data is encrypted at rest using AES-256 and in transit using TLS 1.2 or higher. We undergo annual SOC 2 Type II audits.

Q: How do I request a feature? A: Submit a feature request through the in-app feedback form or email our product team. We review all requests monthly and publish a public roadmap.

Template 2: IT Help Desk FAQ​

Use this template on your internal IT support space in Confluence.

Q: How do I reset my password? A: Go to the company login page and click Forgot Password. Enter your corporate email address and follow the instructions in the reset email. If you do not receive the email within 5 minutes, check your spam folder or contact IT support.

Q: How do I connect to the company VPN? A: Download the VPN client from the IT downloads page. Install it using your admin credentials. Open the client, select the office location nearest to you, and sign in with your corporate username and password. If you are on macOS, you may need to approve the network extension in System Preferences.

Q: How do I request access to a specific tool or application? A: Submit an access request through the IT Service Desk portal. Select the tool you need, provide a business justification, and choose your manager as the approver. Requests are typically processed within 24 hours.

Q: What should I do if my laptop is lost or stolen? A: Immediately contact IT security at security@company.com or call the IT helpline. We will remotely wipe the device and issue a replacement. File a police report if the device was stolen and forward the report number to IT.

Q: How do I set up multi-factor authentication? A: Open the MFA enrollment page from the IT portal. Scan the QR code with your authenticator app (Google Authenticator or Microsoft Authenticator). Enter the 6-digit code to verify setup. Keep your backup codes in a safe place.

Template 3: Onboarding FAQ​

Use this template on your new hire onboarding space in Confluence.

Q: What tools will I need on my first day? A: You will receive a laptop pre-configured with your accounts. The key tools you will use are Confluence (documentation), Jira (project tracking), Slack (communication), and Google Workspace (email and calendar). Your onboarding buddy will help you log in to each one.

Q: Who is my onboarding buddy? A: Your onboarding buddy is assigned by your hiring manager and listed in your welcome email. They are a current team member who can answer day-to-day questions, introduce you to colleagues, and help you navigate internal processes.

Q: How do I request time off? A: Submit time-off requests through the HR portal at least 2 weeks in advance for planned leave. For sick leave, notify your manager via Slack or email on the day. Your manager will approve or discuss the request in the HR system.

Q: Where can I find the company holidays calendar? A: The company holidays calendar is published on the HR space in Confluence and is also available in Google Calendar. Search for "Company Holidays" in the Google Calendar settings and click subscribe.

Q: How do I expense a purchase? A: Submit expenses through the finance portal within 30 days of the purchase. Attach a receipt photo or PDF. Expenses under $50 are auto-approved. Larger expenses require your manager's approval and typically process within 5 business days.

Best practices for FAQ sections​

A good FAQ section is more than a list of questions. Here are five tips to make yours genuinely useful.

1. Write questions the way people actually ask them​

Do not write " Regarding password reset procedures" as a question header. Write "How do I reset my password?" Use the language your readers use. If you have access to search logs or support ticket data, look at the exact phrasing people use when they ask questions, and mirror that in your FAQ.

2. Keep answers under 100 words​

FAQ answers should be direct and actionable. If your answer requires more than 100 words, consider whether the question should be split into two, or whether the detailed answer belongs on a separate page with a link from the FAQ. The FAQ section is for quick answers, not deep dives.

3. Put the most important questions first​

Readers scan from the top. If the most common question is buried at position 12, people will scroll past it or give up. Use Modern FAQ's drag-and-drop reordering to surface the questions that matter most. Review your order quarterly based on support ticket volume or page analytics.

4. Use the Accordion theme for long FAQ sections​

If you have more than 6 questions, the Centered theme can make the page feel overwhelming because all answers are visible at once. The Accordion theme keeps the page tidy by collapsing answers behind clicks. Readers scan the question list, click what interests them, and expand only the answer they need. For shorter sections of 3 to 5 questions, the Centered theme works well because everything fits on one screen.

FAQ answers should be concise, but sometimes a reader needs more detail. Use hyperlinks inside your answers to point to full documentation pages. For example, an answer about VPN setup can link to the full network configuration guide. This keeps the FAQ scannable while still providing paths to deeper information.

Modern FAQ vs building FAQ sections manually​

Some teams build FAQ sections using native Confluence macros instead of a dedicated app. Here is how the approaches compare.

FeatureModern FAQ for ConfluenceManual approach (expand macros + tables)
Setup timeUnder 2 minutes10-30 minutes per section
Display themes2 built-in themes (Centered + Accordion)None — you style manually
ReorderingDrag and dropCut and paste content
Rich text in answersFull WYSIWYG editorLimited to Confluence editor macros
Consistency across pagesSame macro, same look everywhereDepends on who builds each section
Maintenance effortEdit the macro, click OKEdit individual expand macros one by one

The manual approach works for a single FAQ section that you set up once and never touch again. But if you maintain FAQ sections across multiple pages, or if non-technical editors need to update them, a dedicated macro saves significant time and keeps everything consistent.

Modern FAQ for Confluence also handles edge cases that manual setups do not. Expand macros nested inside tables can break on mobile or in exports. The Modern FAQ macro renders correctly in both contexts because it is purpose-built for FAQ content.

When to use FAQ sections vs Q&A forums​

FAQ sections and Q&A forums serve different purposes in Confluence. FAQ sections are curated by editors — someone decides which questions appear and writes the answers. They are best for stable, well-known information like product features, IT procedures, and onboarding steps.

Q&A forums are open community spaces where anyone can ask a question, others can answer, and the best answer is upvoted. They are best for evolving topics where the answers change over time or where collective knowledge is needed.

If you need both, consider pairing Modern FAQ for Confluence with Modern Questions for Confluence. Use FAQ sections on documentation pages for curated answers, and use the Q&A forum for open-ended team discussions. For a deeper comparison of FAQ and Q&A apps, see FAQ and Q&A Apps for Confluence Compared.