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.
The following terms are used when describing Chatter 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.
Articles capture information about your company's products and services that you want to make available in your knowledge base.
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.
An icon that users can click on a question or reply to report it as spam, hateful, or inappropriate.
A subscription to a question that lets you receive emails when someone answers or comments on a specific question.
To show support or indicate quality or usefulness for a question, answer, or knowledge article.
Each question's popularity is based on the number of users who Like it within a certain amount of time.
An issue posted to an answers community. When a community member asks a question, other community members post replies to help resolve the question.
An issue posted to an answers community, but marked Private so that only support agents can view and respond to it.
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.
The sidebar that lists data categories from which your customers can browse questions and replies. For example, if you have a zone for hardware products, your topics may include laptops, desktops, and printers.
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