This document provides templates for identifying the top 5 frequently asked questions (FAQs) within various company departments, including Human Resources, Finance, Marketing, Information Technology, Sales & Customer Service, and Operations. It also lists the overall top 10 FAQs across all departments. The purpose is to analyze common support calls and provide solutions to FAQs on the company intranet for easy employee access, which can save costs and increase productivity.

1. Intranet FAQ Worksheet
Purpose
The purpose of this tool is to identify the top 5 most frequently asked questions (FAQ) by
department. Conduct a brief interview with each department manager to understand what
support calls they receive most often from your employees.
By analyzing common support calls, you can document solutions to these questions and
make them available via your intranet, resulting is cost-savings and increased productivity for
each department.
Additionally, you can post the top 10 overall company FAQ’s on the home page of your
intranet to provide easy navigation for users who are interested in finding answers to their
questions, on their own time.
Top 5 Human Resources FAQ’s
Human Resources
FAQ #1: Where can I find information related to my 401K?
FAQ #2: What is my job description and what are my key responsibilities?
FAQ #3: How do I file an employee complaint?
FAQ #4: What is the process for using my employee benefits?
FAQ #5: Where can I view my performance review and personal development plan?

2. Top 5 Finance FAQ’s
Finance
FAQ #1: How do I perform an ROI calculation, business case, or cost/benefit?
FAQ #2: What is our approval process for new expenditures?
FAQ #3: Where can I find information related to purchasing company stock?
FAQ #4: How do I process and collect reimbursement for travel expenses?
FAQ #5: Do we have a standard budget template for each department?
Top 5 Marketing FAQ’s
Marketing
FAQ #1: Where can I find our corporate logo? Which one should I use?
FAQ #2: Do we have a standardized sales proposal/presentation?
FAQ #3: Do we have a Tradeshow ROI Calculator or Event Planning Checklist?
FAQ #4: How do I get new content published on our corporate website or intranet?
FAQ #5: What is the process for sending out an email marketing campaign?
Top 5 Information Technology FAQ’s
Information Technology
FAQ #1: How do I reset my corporate username & password if it expires?
FAQ #2: How do I set up VPN remote access?
FAQ #3: What is our process for installing new applications on my PC?
FAQ #4: How can I add a sender to our safe-list so I can receive their emails?

3. FAQ #5: What do I need to do to get a new PC or other computer equipment?
Top 5 Sales & Customer Service FAQ’s
Sales & Customer Service
FAQ #1: How can customers review the status of their orders?
FAQ #2: Where I can find a funnel report for active opportunities?
FAQ #3: What is our average delivery timeline for a new installation?
FAQ #4: What is our lead generation process? Where do we get our leads?
FAQ #5: How much revenue do we expect to close this month?
Top 5 Operations FAQ’s
Operations
FAQ #1: What is our new employee training process?
FAQ #2: How do I create a new standard business process?
FAQ #3: Does our manufacturing process meet ISO certification standards?
FAQ #4: What are Lean Manufacturing, Total Quality Management, and Six Sigma?
FAQ #5: What are the key duties for office administrators?
Top 10 Overall Support Call FAQ’s
All Departments
FAQ #1: Where can I find our corporate logo?
FAQ #2: How do I reset my corporate password?
FAQ #3: Where can I find information related to my 401K?

4. FAQ #4: What is our approval process for new expenditures?
FAQ #5: What do I need to do to set up a VPN remote access connection?
FAQ #6: What is the process for using my employee benefits?
FAQ #7: How to I create a new standard business process?
FAQ #8: How do I get new content published on our corporate website/intranet?
FAQ #9: What is the process for sending out an email marketing campaign?
FAQ #10: How do I perform an ROI calculation or cost/benefit?