Chatter Answers is available in: Enterprise, Developer, Performance, and Unlimited Editions.
Chatter 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 ’16, Chatter 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 Chatter Answers if it was enabled before the Summer ’16 release from now until Winter ’18.
Consider the following information when planning and implementing Chatter Answers.
We recommend that advanced Salesforce administrators and developers set up and maintain Chatter Answers, as it involves several Salesforce features.
Before administrators can set up Chatter Answers, their organizations must have implemented Data Categories. If you want Salesforce Knowledge articles to display in your zones, then administrators need to implement Salesforce Knowledge.
You can customize fields, page layouts, buttons and links, Apex triggers, and validation rules for questions and replies for Chatter Answers from Setup by entering “Chatter Answers” in the Quick Find box, then selecting Chatter Answers and choosing the appropriate setting.
After you enable Chatter Answers, several items are automatically added to your organization for use with setting up zones:
A Q&A tab where internal users and administrators can view and use Chatter Answers. Administrators can rename this tab.
Standard permission settings for Questions on user profiles so that you can grant users permissions to questions and replies.
Visualforce pages that you can add to a Force.com site, a tab in a Community, or a Customer Portal so that users can register, sign in, and view feed items on a zone.
An Apex class named ChatterAnswersRegistration with a method for customizing Account creation for portal users.
An Apex trigger for questions named chatter_answers_question_escalation_to_case_trigger so that questions with specified attributes are automatically escalated to cases.
A workflow field update named chatter_answers_num_subscriptions_above_ so that when a question is escalated to a case, Priority on questions is updated.
Two workflow rules, chatter_answers_no_best_reply_within_time_limit_wf and chatter_answers_num_subscriptions_above_limit_wf, which you can customize and activate so that questions without best replies or questions with a specified number of followers are automatically escalated to cases.
You can add Chatter Answers to an existing Customer Portal or Partner Portal so that portal users can access Chatter Answers zones from one of your established channels.
Chatter Answers is designed to support one user language for each zone that you create. When you enable Chatter Answers, the Visualforce pages automatically added to your organization inherit your organization’s default language. However, you can change the language attribute on each Visualforce page. Users who self-register for your zone inherit your organization’s default language. Guest users view your zone in the language specified in the Visualforce pages, no matter the language chosen for their browsers.
You can rename Customer Support on your zones’ user interface. For example, you can change “Customer Support” to “Acme Support.” Just edit the Customer Support label on the Question object.
Questions escalated to cases display a Chatter-like feed on case detail pages. The case detail page also includes a Customer View section that lets support agents reply publicly or privately to the thread posted to the zone.
Case comments marked Public display as private messages from customer support in Chatter Answers. They don’t display to the entire community. For example, if a support agent adds a public case comment, it displays only to the case’s contact private messages in Chatter Answers. Support agents can read all private and public case comments. .
Chatter Answers sends email to users when they:
Sign up for an account.
Follow a question (answers or comments).
Receive an answer or comment to their question.
Receive a private reply to their question from customer support.
Internet Explorer 8 users receive a security warning if you customize with URLs that don't include https://.
Before you make a zone public, add at least 20 frequently asked questions, answers, or articles. This content will generate conversations.
Create Salesforce Knowledge articles that contain:
Your support organization's phone number so that customers can contact your support agents directly.
Terms and conditions for zone members, such as when support agents might delete customers' questions and comments.