Popular Questions
In Salesforce Chatter Answers or Experience Cloud Q&A, a list view that displays the questions receiving the most views, replies, or engagement, helping surface commonly asked topics in the community.
Definition
In Salesforce Chatter Answers or Experience Cloud Q&A, a list view that displays the questions receiving the most views, replies, or engagement, helping surface commonly asked topics in the community.
In plain English
“Popular Questions is a list view in Salesforce Chatter Answers or Experience Cloud Q&A that displays the questions with the most views, replies, or engagement. It helps surface the topics community members ask about most often.”
Worked example
GreenLeaf Software runs a customer Experience Cloud community where users ask product questions. The Popular Questions list view sits on the community home page and surfaces the questions with the most views and replies - currently "How do I reset my API key?", "Why is my export running slow?", and a few seasonal tax-year questions. New users landing on the community see the answers other customers already got without having to ask again; the community manager watches the same view to spot patterns and turns the top three questions into proper help-center articles. Support ticket volume on those topics drops noticeably as a result.
Why Popular Questions matters
In Salesforce Chatter Answers or Experience Cloud Q&A, Popular Questions is a list view that displays the questions receiving the most views, replies, or engagement, helping surface commonly asked topics in the community. Sorting questions by popularity makes the most-engaged content visible, helping new visitors quickly find the answers others have been looking for.
Popular Questions is part of community Q&A patterns, with implementations varying across legacy Chatter Answers and modern Experience Cloud communities. The underlying concept (surfacing high-engagement Q&A content) remains valuable in any community platform. Mature community programs use popular questions to drive Knowledge content creation, identifying gaps where customers need answers that aren't yet documented.
How organizations use Popular Questions
Reviews popular questions monthly to identify Knowledge content gaps and create new articles addressing common questions.
Uses popular questions data to inform their training materials, ensuring training addresses real user concerns.
Treats popular questions as a signal of where to invest in content and self-service improvements.
About the Author
Dipojjal Chakrabarti is a B2C Solution Architect with 29 Salesforce certifications and over 13 years in the Salesforce ecosystem. He runs salesforcedictionary.com to help admins, developers, architects, and cert/interview candidates sharpen their fundamentals. More about Dipojjal.
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