Questions show up once an admin enables Chatter Questions, and optionally Question-to-Case so unresolved threads can become support tickets. Here is the high-level setup for an internal org or an Experience Cloud site.
- Enable Chatter Questions
In Setup, turn on Chatter Questions so the Question action appears in the publisher across feeds, groups, and records. For a community, enable Chatter Questions inside that site in the Experience workspace settings instead.
- Confirm the Question action and feed tracking
Check that the Question action is present in the relevant publisher layouts, and review feed tracking and group access so the right people can ask and answer in the right places.
- Enable Question-to-Case
In Setup, turn on Question-to-Case, then add the action that creates a Case from a Question. This gives moderators a button to escalate an unanswered thread into the service queue.
- Set moderation and best-answer rights
Decide which profiles can post Questions and who acts as moderator. Moderators and the asker can mark and remove the Best Answer, so confirm those people have the access they need.
Adds the Question post type to internal Chatter feeds, groups, and record feeds for employees.
Enables the Question experience for members inside a specific community site.
Lets moderators and admins create a Case from a Question and keeps the link back to the original thread.
Lets the asker and moderators highlight one reply, pinning it to the top via the BestCommentId reference.
- The mobile Salesforce app does not fully support every Question feature; similar-question and Knowledge suggestions and best-answer selection are limited there.
- Question-to-Case is a separate toggle from Chatter Questions, and you must add the create-Case action before moderators can escalate.
- Only one Best Answer can be set at a time; selecting a new one or removing the status is how you change it.
- Questions follow standard sharing and group access, so a Question in a private group is not visible to people outside that group.