Definition
In Salesforce Chatter Answers or Experience Cloud Q&A, a post submitted by a community member seeking help or information, which other members can answer, vote on, and comment on.
Real-World Example
a customer success manager at CloudNine Solutions recently implemented Question to streamline support operations and reduce the backlog of unresolved customer issues. With Question in place, the team routes cases to the best-qualified agents, tracks SLA compliance automatically, and provides self-service options that deflect 30% of incoming volume.
Why Question Matters
In Salesforce Chatter Answers or Experience Cloud Q&A, a Question is a post submitted by a community member seeking help or information, which other members can answer, vote on, and comment on. Questions are the foundation of community Q&A programs, letting users ask for help and benefit from the collective knowledge of other community members.
Community Q&A is valuable for scaling support beyond what agents can handle directly. When customers help each other, each resolved question potentially benefits many future visitors searching for the same issue. Mature community programs encourage high-quality questions (detailed, specific, searchable) and high-quality answers (accurate, helpful, marked as best answer), creating a virtuous cycle of community knowledge.
How Organizations Use Question
- •CloudNine Solutions — Built a community Q&A program where customers help each other, reducing agent workload while improving self-service.
- •BrightEdge Solutions — Encourages community members to ask detailed questions and upvote helpful answers.
- •NovaScale — Treats community Q&A as a self-service support scaling mechanism.