Answers is available in: Enterprise, Performance, Unlimited, and Developer Editions.
User Permissions Needed
To view the Answers tab:
“Read” on questions
To ask and reply to questions:
“Create” on questions
To vote for replies:
“Read” on questions
Answers is scheduled for retirement in all Salesforce orgs as of Winter ’18 release. For more information, see Chatter Answers to Retire in Winter ’18. Starting with Summer ’13, Answers isn’t available in new orgs. Instead, you can use Chatter Questions, a Q&A feature that’s seamlessly integrated into Chatter. With Chatter Questions, users can ask questions and find answers without ever needing to leave Chatter. Existing orgs will continue to have access to Answers if it was enabled before the Summer ’13 release from now until Winter ’18.
The following terms are used when describing answers features and functionality:
Answers is a feature of the Community application that enables users to ask questions and have community members post replies. Community members can then vote on the helpfulness of each reply, and the person who asked the question can mark one reply as the best answer.
When a member of an answers community asks a question and other community members post a reply, the asker can mark one of the replies as the best answer. The best answer then appears directly under the question (above the other replies). Identifying the best answer helps other community members with the same question quickly find the most relevant, useful information.
Communities are customizable public or private spaces for employees, end-customers, and partners to collaborate on best practices and business processes.
Data Category for Answers
On the Answers tab, data categories allow users to classify questions in an answers zone. For example, if you have a zone for hardware products, your data categories may include laptops, desktops, and printers. Zone members can quickly browse within a specific category to find answers to their questions. Administrators can use data categories to control access to questions.
Ideas are suggestions posted by the members of an ideas community and are organized by zones. For example, if the focus of a particular zone is “Ideas for car features,” an appropriate idea for that zone might have the title “Insulated cup holders that keep your beverage hot or cold.” Or, if the focus of a particular zone is “Ideas for our company's employee benefits,” an appropriate idea for that zone might have the title “On-site day care.”
An issue posted to an answers community. When a community member asks a question, other community members post replies to help resolve the question.
The response to a question in an answers community. When community members reply to a question, the person who asked the question can mark one of the replies as the best answer to resolve and close the question.
In an answers community, a vote means you either like or dislike a reply to a question.
Zones organize ideas and questions into logical groups, with each zone having its own focus and unique ideas and questions.