Got questions? Use Chatter Questions to post a question in your Chatter feed, then watch the solutions roll in.
Getting Started with Chatter Questions Chatter Questions lets users ask questions in their Chatter feed in Salesforce and in self-service communities. Use these resources to learn more about Chatter Questions.
Chatter Questions Extend the best possible self-service community by promoting community engagement internally and externally with questions in Chatter.
Display Similar Questions and Articles in Chatter When users ask questions, Chatter Questions helps reduce duplicate content in Salesforce—and in any communities with Chatter—by showing similar questions and relevant Salesforce Knowledge articles when the user is typing the question.
Enable Similar Articles for Chatter Questions When users ask questions in Chatter, similar questions appear as they type. If you’d like relevant Salesforce Knowledge articles to appear as well as questions, enable Similar Articles.
Selecting a Best Answer for a Question in Chatter One of the advantages of asking a question in Chatter is that users can select the best answer for a question. When a question has a best answer, your users can quickly resolve their issue by going directly to the best answer.
Chatter Questions FAQ Chatter Questions lets users in communities and Salesforce ask questions in the feed. Take a look at some common questions about the feature.
Differences Between Q&A Features in Salesforce Salesforce offers a variety of question-and-answer features that you can implement in your Salesforce organization and communities. Because some of these features use similar terminology, take a moment to review the differences between them.
Question-to-Case Overview Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’ issues. Question-to-Case is available in the full Salesforce site and the Salesforce1 mobile browser app, as well as in communities where Chatter Questions is enabled.
Enable Question-to-Case Question-to-Case lets moderators create cases from questions in Chatter to ensure that your customers’ questions are quickly resolved. Enable Question-to-Case in your communities, Salesforce organization, or both.
Confirm Access to the Escalate to Case Action Does your Salesforce org use more than one record type for cases? Make sure that the profiles that need Question-to-Case have access to the record type associated with the Escalate to Case action. If your org has only one record type for cases, skip this process.
Automatically Assign Cases from Questions to a Queue Case assignment rules aren’t supported in Question-to-Case, so by default, cases created from questions are assigned to the moderator who escalates the question. If you’d like, you can write a workflow rule or process that automatically adds questions that were created from cases to a queue so agents can claim them.
Automatically Create Cases from Unresolved Questions in Chatter As your community or organization develops, ensure that users get speedy answers to their questions. Question-to-Case lets moderators escalate unresolved questions to cases in the feed, but you can make your case resolution process even more efficient by setting up processes—similar to workflow rules—in the Lightning Process Builder. Set up a process that automatically creates a case from questions that meet specified criteria.
Create a Case from a Question in Chatter If a question in Chatter hasn’t been resolved, moderators can create a case from the question. Question-to-Case must be enabled in your organization or community.