Thanks Charles for input
when you say this is not the job for word, is there any other software which can do this ?
for my FAQ it is not mandatory to be word.

the FAQ is mostly to be used electronically and not in printed format.
so your suggestion sounds good start except that the triangle in fact doesn't appear

I don't know of a better software. Your users will be able to edit the document, though, if they are to be able to expand sections.

That is the reason I suggested a template rather than a document. You could set the template as read-only.

What do you mean that the triangle in fact doesn't appear?

• Which triangle?
• Which version of Word?
• Are you able to collapse/expand sections?
• Are you using the built-in heading styles?

No triangle will appear in any version before Word 2013.

Are you on a Mac?