Best Answers only exist where Chatter Questions is turned on. On an internal org the Question action is usually available out of the box, but on an Experience Cloud self-service site you enable it deliberately. Here is the path to switch on the Q&A surface and the reputation rewards that make Best Answers worth chasing.
- Open Experience Builder for your site
From Setup, go to Digital Experiences, then All Sites, and click Builder next to the site where you want Q&A. Most self-service customer sites use a template that supports Chatter Questions feeds.
- Add a question-capable feed or publisher
Place a Feed and Feed Publisher component (or a Question component) on the page where members will ask. Confirm the Question action is part of the publisher so members get the Question option, not just Post.
- Confirm who can mark Best Answers
Check that askers and your moderators have the permission to select a Best Answer. Members without it will not see the Select as Best option, so verify moderator profiles or permission sets before launch.
- Enable reputation and set point values
In Setup or Experience Workspaces, enable reputation for the site. This turns on a default point system and levels. Tune the point values and level names so answering and earning Best Answers are rewarded visibly.
The Question action or Question component that lets members post questions, the entry point for any thread that can later get a Best Answer.
The access that controls who sees Select as Best; granted to askers and to moderators or admins who curate threads.
The site setting that awards points and levels for engagement, including answering, which gives members a reason to compete for Best Answers.
The deflection setting that surfaces existing questions and Knowledge articles as a member types, reducing duplicate questions before they post.
- Chatter Questions is not fully supported in the Salesforce mobile app, so members cannot select Best Answers from mobile.
- Only one Best Answer is allowed per question; marking a new one removes the flag from the previous answer.
- If reputation is left disabled, Best Answer participation usually stays low because there is no visible reward for answering well.