FAQ Expand
Also known as: FAQ Accordion Expand, FAQ Answer Expand, FAQ Question View, FAQ Entry View
Fires when a shopper expands an FAQ entry to read its answer, on the FAQ page or an inline accordion on PDP, cart or order pages. Full help articles use help-article-view.
Event Serialization
always
Business Use Case
["1️⃣ Customer Service: returns-policy FAQ views jump after a policy change → rewrite the answer and watch return contacts.","2️⃣ Support Content Manager: an FAQ view is often followed by a contact form in-session → rewrite that answer.","3️⃣ Help Center Product Manager: top-viewed FAQs sit low by faq_position → move them to the top of the list."]
Business Criticality
Medium
Journey / Navigation Area
Engagement
Owning Function
Customer Service
Calculation Notes
["1️⃣ Fires on a user-initiated expand of one FAQ entry; never on page load, on collapse, or for entries rendered already open.","2️⃣ Serialization always: every expand is a hit. Dedupe on item_id within a session to count unique questions viewed.","3️⃣ Required: content_type, item_id, faq_question, faq_category, page_location. Optional: faq_position, page_type, content_group, search_term.","4️⃣ item_id is the stable CMS key; localized question text never serves as the id, so one question reports as one row across languages.","5️⃣ No PII: faq_question is CMS text. Strip emails and order numbers from search_term; send only under analytics consent.","6️⃣ Common mistake: one listener on the whole accordion fires a hit per entry on a single click; bind it to each entry's toggle."]
Platform Events
| Platform | Event |
|---|---|
| Google Analytics 4 | select_content |
| Adobe | select_content |
Data Mappings
W3 Data Layer
{
"event": [
{
"eventInfo": {
"eventName": "select_content",
"eventAction": "FAQ Entry Expand"
},
"attributes": {
"content_type": "faq",
"item_id": "faq-1042",
"faq_question": "How do I return an item?",
"faq_category": "returns",
"faq_position": 3,
"page_location": "https://www.example.com/help/faq",
"page_type": "faq",
"content_group": "Customer Support",
"search_term": "return policy"
}
}
]
}GA4 Data Layer
{
"event": "select_content",
"content_type": "faq",
"item_id": "faq-1042",
"faq_question": "How do I return an item?",
"faq_category": "returns",
"faq_position": 3,
"page_location": "https://www.example.com/help/faq",
"page_type": "faq",
"content_group": "Customer Support",
"search_term": "return policy"
}Adobe Client Data Layer
{
"event": "select_content",
"content_type": "faq",
"item_id": "faq-1042",
"faq_question": "How do I return an item?",
"faq_category": "returns",
"faq_position": 3,
"page_location": "https://www.example.com/help/faq",
"page_type": "faq",
"content_group": "Customer Support",
"search_term": "return policy"
}XDM Mapping
{
"eventType": "web.webinteraction.linkClicks",
"web": {
"webPageDetails": {
"URL": "page_location",
"siteSection": "content_group"
}
},
"_experience": {
"analytics": {
"customDimensions": {
"eVars": {
"eVar1": "item_id",
"eVar2": "faq_category",
"eVar3": "page_type"
},
"props": {
"prop1": "faq_question",
"prop2": "faq_position",
"prop3": "content_type"
}
}
}
},
"search": {
"keywords": "search_term"
}
}Source Data
Digital Analytics (GA4)
Dependencies
Prerequisite: List the dependencies required for this Event
Report Attributes
content_type item_id faq_question faq_category faq_position page_type device_category
Segment Eligibility
true
Governance
Dimensions
Related Dimensions
Governance & Metadata
GitHub
catalog/events/faq-expand.yml