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Frequently Asked Questions

User Scenarios & Testing (mandatory)

User Story 1 - Central FAQ Library Management (Priority: P1)

As a system administrator, I need to manage a central library of frequently asked questions that can be reused across all events, so that I can maintain consistent information and reduce duplication of effort.

Why this priority: This is the foundation of the FAQ system. Without a central library, organisers would need to recreate FAQs for every event, leading to inconsistency and wasted effort. This delivers immediate value by creating a single source of truth.

Independent Test: Can be fully tested by creating, editing, and deleting FAQs in the central library, assigning them to categories, and verifying they are available as defaults for new events. Delivers value by reducing content creation time for organisers.

Acceptance Scenarios:

  1. Given I am logged in as an admin, When I navigate to the central FAQ management area, Then I can see all global FAQs organised by category
  2. Given I am creating a new FAQ, When I enter a question and answer, Then I can assign it to one or more categories
  3. Given I have created a FAQ, When I edit the question or answer, Then the changes are saved and reflected in the central library
  4. Given I have created a FAQ, When I delete it from the central library, Then it is removed from the global defaults but remains on events where it has been explicitly added or overridden
  5. Given I am an event organiser, When I attempt to access the central FAQ admin area, Then I am denied access

User Story 2 - Event-Specific FAQ Management for Organisers (Priority: P2)

As an event organiser, I need to manage FAQs for my specific event by inheriting global defaults, overriding their content when needed, and adding event-specific questions, so that attendees and sponsors receive accurate information relevant to my event.

Why this priority: This enables event customisation while maintaining the efficiency of global defaults. It's the primary use case for organisers and directly impacts the attendee/sponsor experience.

Independent Test: Can be fully tested by creating an event, viewing inherited FAQs, overriding a global FAQ's answer, adding a new event-specific FAQ, and verifying these changes only affect the current event. Delivers value by allowing event customisation without affecting other events.

Acceptance Scenarios:

  1. Given I am logged in as an event organiser, When I view my event's FAQ section, Then I see all global FAQs inherited as defaults, organised by category
  2. Given I have inherited FAQs from the central library, When I override the answer for a specific FAQ, Then the modified answer is displayed for my event only and the global FAQ remains unchanged
  3. Given I am managing my event's FAQs, When I create a new FAQ specific to my event, Then it is added to the event's FAQ list and is not visible in the central library or other events
  4. Given I have overridden a global FAQ, When an admin updates the original global FAQ, Then my event-specific override remains unchanged
  5. Given I have added event-specific FAQs, When I delete them, Then they are removed from my event only

User Story 3 - Category-Based FAQ Organisation (Priority: P3)

As an admin or organiser viewing FAQs, I need to see FAQs organised by categories, so that I can quickly find and manage related questions and provide a better user experience for those reading the FAQs.

Why this priority: This improves usability and discoverability for both administrators and end users. While important, the system can function without categories initially.

Independent Test: Can be fully tested by creating categories, assigning multiple FAQs to multiple categories, and verifying that FAQs appear under all assigned categories. Delivers value by improving content organisation and navigation.

Acceptance Scenarios:

  1. Given I am managing FAQs, When I assign an FAQ to multiple categories, Then it appears in all selected categories
  2. Given I am viewing FAQs by category, When I select a category filter, Then I see only FAQs assigned to that category
  3. Given I am creating a category, When I save it, Then it becomes available for assigning to FAQs
  4. Given an FAQ is assigned to a category that is later deleted, When the category is deleted, Then the FAQ is unassigned from that category and remains in any other categories it is assigned to (or becomes uncategorised if it was the only category)

Edge Cases

  • What happens when an admin deletes a global FAQ that has been overridden on specific events? (System should preserve the event-specific overrides as independent content)
  • What happens when an organiser attempts to override an FAQ that has already been overridden? (System should allow re-editing the override)
  • What happens when multiple admins edit the same global FAQ simultaneously? (Last save wins with standard conflict resolution)
  • What happens when an FAQ exists without any category assigned? (FAQ should still be accessible and function normally, displayed in an "Uncategorised" section)
  • What happens when an event is duplicated or cloned? (Event-specific FAQs and overrides should be copied to the new event)

Requirements (mandatory)

Functional Requirements

  • FR-001: System MUST provide a central FAQ library accessible only to admins for creating, editing, and deleting global FAQs
  • FR-002: System MUST allow FAQs to be assigned to multiple categories via many-to-many relationships
  • FR-003: System MUST automatically inherit all global FAQs as defaults when a new event is created
  • FR-004: System MUST allow event organisers to override the answer of any inherited global FAQ for their specific event
  • FR-005: System MUST allow event organisers to create new FAQs specific to their event that do not appear in other events or the central library
  • FR-006: System MUST preserve event-specific overrides when the original global FAQ is updated by an admin
  • FR-007: System MUST distinguish between inherited FAQs, overridden FAQs, and event-specific FAQs in the organiser interface
  • FR-008: System MUST allow deletion of event-specific FAQs without affecting the central library or other events
  • FR-009: System MUST prevent event organisers from accessing the central FAQ admin area
  • FR-010: System MUST allow event organisers and admins to manage FAQ categories for their respective contexts
  • FR-011: System MUST display FAQs organised by their assigned categories
  • FR-012: System MUST handle FAQs with no category assignment by displaying them in an accessible manner
  • FR-013: System MUST allow deletion of categories, automatically unassigning all FAQs from the deleted category whilst preserving the FAQs themselves
  • FR-014: System MUST provide a search bar that allows users to search FAQs by entering a string query that matches against question text and answer content

Key Entities

  • FAQ: Represents a question and answer pair, with attributes including question text, answer text, category assignments, and tracking whether it is global or event-specific
  • Category: Represents a grouping mechanism for FAQs, with many-to-many relationships allowing FAQs to belong to multiple categories
  • Event: The context within which FAQs are displayed, with relationships to both inherited global FAQs and event-specific FAQs/overrides
  • FAQ Override: Links an event to a global FAQ with a modified answer, preserving the original global FAQ while providing event-specific content

Success Criteria (mandatory)

Measurable Outcomes

  • SC-001: Admins can create and manage global FAQs in under 2 minutes per FAQ
  • SC-002: Event organisers can locate and override an inherited FAQ in under 1 minute
  • SC-003: Event organisers can create a new event-specific FAQ in under 2 minutes
  • SC-004: 90% of events use at least 70% of global FAQs without requiring overrides, demonstrating the value of the central library
  • SC-005: Time spent on FAQ management across all events is reduced by 60% compared to creating FAQs independently for each event
  • SC-006: Users can navigate FAQ categories and find relevant questions in under 30 seconds

Assumptions

  • Event organisers have sufficient permissions to manage content within their assigned events
  • The system tracks creation and modification dates for audit purposes
  • FAQs support rich text formatting for answers (e.g., bullet points, links, basic formatting)
  • The display interface for end users (attendees/sponsors viewing FAQs) is separate from the admin/organiser management interface
  • Multiple admins may work on the central FAQ library, requiring standard concurrent editing safeguards
  • Categories are managed separately from FAQs and can be created/edited by admins and organisers within their respective contexts