Lightening the load for agents

I am sure that the agents are having to answer the same questions over and over again.

It would make more sense to create an FAQ that only agents and moderators can write in where they can add these answers into sections and subsections based on a simple and cross-referenced system.

It could even be based on something like this:

D7 > Modules 

•  Data Migration
•  Polls
•  Shoutbox

etc, etc....

   > File Structure 

•  administration
•  backup
•  cache

etc, etc.......

Then have a keyword/quick/advanced search that would help you find an answer.

Of course it would take more time to set this all up and to keep it updated but would eventually save the agents and members loads of time in the future. 

Answers could be cross referenced and it would be a handy kick-off to a real manual too.