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.
Real-World Example
a CRM manager at Summit Group uses Popular Questions to centralize important business data in one place. With Popular Questions configured to match their workflow, the team can quickly find relevant information, track changes over time, and generate reports that drive strategic decisions.
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
- •CloudNine Solutions — Reviews popular questions monthly to identify Knowledge content gaps and create new articles addressing common questions.
- •BrightEdge Solutions — Uses popular questions data to inform their training materials, ensuring training addresses real user concerns.
- •NovaScale — Treats popular questions as a signal of where to invest in content and self-service improvements.