Most Chatter Answers migrations are complete. Remaining work involves orgs with surviving Chatter Answers data or documentation references.
- Inventory legacy Chatter Answers data
Query the legacy Question and Reply objects. Document the data shape and any custom configuration.
- Stand up Experience Cloud Customer Service or Help Center
Create the modern self-service site. Configure Knowledge integration, Chatter Questions, and Case Deflection.
- Migrate legacy questions to Feed Items
Export legacy Chatter Answers questions and replies. Import as Feed Items with the Chatter Question subtype.
- Rebuild reports
Legacy reports on Question and Reply do not work on Feed Items. Rebuild against the modern object model.
- Retire the Chatter Answers zone
Once the modern site is live and data migrated, retire the Chatter Answers zone. Keep historical data queryable for audit.
Gotchas
- Chatter Answers is retired. Documentation that references it is by definition legacy; translate to modern Experience Cloud.
- Legacy Question and Reply reports do not work on modern Feed Items. Plan to rebuild reports.
- Case Deflection in modern Experience Cloud is more sophisticated than in Chatter Answers. The migration is an upgrade, not just a translation.
- Customer experience may shift during migration. Communicate the new self-service URL clearly to existing community members.