Providing answers to frequently asked questions, or FAQs, is a great way to offer self-help knowledge to customers on the Hornbill Service Portal. Each Service has the option to create and publish documents which can be used for instructions or how-to videos on the questions most commonly asked of the Service Desk. Not only does this help reduce the traffic directly into the Service Desk, but it gives a customer a place to visit again and again, whether it be to remind themselves how to do something or just to browse around for other helpful ideas.