You are here

Help Your Users with an FAQ - Totara Pro Tip

Do you like taking lots of calls? You may be sociable and it’s nice to talk, but you can make your life, and your users’s lives a lot easier by setting up an FAQ.

One of your key objectives as an LMS administrator is to reduce support calls by helping learners to use the system and resolve any questions quickly and easily. One of the best ways to do this is to create an FAQ section for your LMS.

As with most of life people will follow the easiest route. If they can find the solution to their problem online themselves then they are likely to use that route. You can help them by providing a clear and assistance FAQ section. Investing in a good FAQ section can save many hours of time and money.

An FAQ section should provide answers for common problems faced by users on the LMS. Talking to support teams is a great way to identify common issues.  The FAQ should provide help, assistance and step-to-step solutions to a particular subject or topic. The Totara help site is a great example It is easy to browse and search.

You may need something simpler than the Totara help site such as a list of common questions which link to the answers to help users.

Common questions you might want to address in your FAQs are:

  • What browser do I need to access the system?
  • What do I do if I have forgotten my password?
  • How do I change my LMS password?
  • How do I turn off pop-up blockers? (or “I can’t see the course, it says pop up blocked”)
  • How do I search and register for a course?
  • How do I request access to a course?
  • How do I launch an online course?
  • How can I track my training?
  • How do I print a certificate?
  • What is a badge?
  • How do I see my badges?
  • I completed the course but it’s saying I haven’t?

It’s difficult to anticipate all the questions people might have, so let people add questions and contact a helpdesk inbox, and set aside time for updating your FAQ list.

You can also establish peer group support, where users support each other. You can identify local champions. You can also encourage people to ask their peers questions such as in forums or using social chat tools.

City & Guilds Kineo Support Team



In association with


Kineo is a global workplace learning company that helps your business improve performance through learning and technology. Kineo has a global network of offices with extensive experience in working with clients to design, develop, host and support Totara solutions. We can work to help you with simple, quick to market LMS implementations through to highly customised enterprise portals. One of the founding Partners, we have also been a key contributor to the code.

Kineo's global head office, based in the UK, has implemented over 200 Totara and Moodle solutions for clients including Tesco, Vodafone, Samsung and many Government and health clients.

Kineo US has developed and deployed highly customized solutions for a wide range of organizations including clients Kohls, DataFlux, and Capella University.

Kineo Pacific has extensive experience implementing Totara solutions for many clients including ALDI, Toll Group, Computershare, KiwiBank, NZ Tourism, Accident Compensation Corporation (ACC) and other Government and Health organisations.

Kineo South Africa provides a full range of e-learning services including content development, consultancy and custom Totara implementations. 

Kineo Latam ha desarrollado e implementado soluciones altamente personalizadas para un amplio rango de empresas como Golcorp, Bridgestone y Gobierno de Ciudad de Buenos Aires. Para más información, póngase en contacto con​ [email protected]

Other case studies by Kineo


Back to top