Best Answers are a default Chatter Questions feature, but the operational value comes from training moderators, tracking metrics, and promoting recurring Best Answers into Knowledge.
- Confirm Chatter Questions is enabled
Setup, Chatter Settings, confirm Chatter Questions is on. The Best Answer feature ships with it.
- Grant moderator permissions
Assign Manage Community or the appropriate Experience Cloud permission to community moderators so they can mark Best Answers on behalf of askers.
- Configure reputation
In Experience Cloud Workspaces, set up Reputation Levels and assign points for Best Answer marks. Without reputation, the gamification incentive is missing.
- Build a Best Answer report
Create a report on Feed Items filtered to Best Answer flagged comments. Track top contributors and time-to-resolution.
- Promote recurring Best Answers to Knowledge
Set a workflow (often a Flow) that flags Best Answers crossing a view or vote threshold for Knowledge authoring. Convert the best of them into formal articles.
- Best Answers can age into incorrectness. Active moderation is required to demote stale answers; auto-promoted answers go stale faster than humans realise.
- The original asker can mark a Best Answer without moderator review. Bad marks pin bad answers; consider training community members on what makes a good Best Answer.
- Reputation systems take months to build community engagement. Expect Best Answer participation to grow gradually after launch.
- Promoting Best Answers to Knowledge is a manual workflow unless explicitly automated. Recurring questions left on Q&A only lose SEO and self-service value.