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Chatter Answers Retirement

Publish Date: Feb 27, 2024
Description

Salesforce is retiring Chatter Answers and will continue to honor your existing subscription until your subscription end date.

 

The latest Question & Answer (Q & A) feature in Chatter Answers is easier to use and improves the experience and service.

 

What does this change mean for me?

You may continue using Chatter Answers until your subscription term ends.  Chatter Questions has replaced Chatter Answers,  and is available with subscriptions that include Chatter. When Chatter is enabled, Chatter Questions will be used in communities such as communities created with customer service templates, or the inside feed of Chatter.

 

What action can I take?

You should begin transitioning to Chatter Questions as soon as possible. You may need to create a new community or migrate all Chatter Answers data to an existing community. If you’re using Chatter Answers internally in your Salesforce org, you can migrate to the Chatter Questions objects within your organization.

 

No action is required for customers building new organizations with the Summer '16 release or later. Customers who want to use Q&A features can use Chatter Questions.

 

For additional guidance on transitioning to Chatter Questions, see the table below.

Where is Chatter Answers used?

How and what does it take to transition to Chatter Questions?

Portals

1. Install and transfer your portal to the new community. For more information, read guidance to use the template to create community groups.

2. If a topic is used to organize your Q&A content in the customer service template. Be sure to create your Chatter Questions navigation topic before using the Salesforce1 Q&A migration app to migrate your Chatter Answers to the new community. These topics can be installed to replicate the category of data for use in your chatter answers portal.

3. Our service community template is the recommended solution for communities running Chatter Questions. Optional: If you want a different Q&A control than the one displayed on the screen, the standard Chatter control, or the Community Console template, you need to create a customized Lightning component (template) or Visualforce page to display the Chatter Questions screen in your organization as desired.

Communities

1. Keep your old community the same as there is no need to rebuild it.

2. If you are using topics to organize your Q&A content in a customer service template. Be sure to create your Chatter Questions navigation topic before using the Salesforce1 Q&A migration app to migrate your Chatter Answers to your existing community. These topics provide installations to replicate categories of data for use in the portal for your Chatter Answers.

3. Our service community template is the recommended solution. For communities running Chatter Questions. Optional: If you want a different Q&A control than the one displayed on the screen, the standard Chatter control, or the Community Console template. You need to build custom Lightning components. Or a Visualforce page to display the Chatter Questions screen in your organization as needed.

For more information, read Template Tutorials to Build a Community Group.

Chatter's internal feed 

Keep questions in an Internal Org.

1. Keep your current internal Chatter feed intact.

2. Use the Salesforce Q&A Migration app to categorize topics from your Chatter Answers data category and migrate questions. Questions posted are created on the user profile of each question author and tagged with a topic per question move with the Migration tool.

Note: Users will be able to browse topics through their individual Chatter Topic feed page.

Use a modular employee community

1. If you want to use navigation topics and community templates. You can create a new employee community.

2. If a topic is used to organize your Q&A content in the customer service template Be sure to create your Chatter Questions navigation topic before using the Salesforce Q&A migration app to migrate your Chatter Answers to the new community. These topics can be installed to replicate the category of data for use in your chatter answers portal.

3. Our service community template is the recommended solution. For communities running Chatter Questions. Optional: If you want a different Q&A control than the one displayed on the screen, the standard Chatter control, or the Community Console template. You need to create a customized Lightning component (template) or Visualforce page to display the Chatter Questions screen in your organization as desired. 

What happens if I don’t take action?

Communities pages that are configured to show answers data will no longer appear.  Data may be lost if not migrated to Chatter Questions.

How do I identify affected users? 

As Chatter Answers is a community feature, users with access to those communities will be impacted.

If you have more questions, refer to Salesforce Help. To view all current and past retirements, see Salesforce Product & Feature Retirements.

To read about the Salesforce approach to retirements, read our Product & Feature Retirement Philosophy.

Knowledge Article Number

000381733

 
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Salesforce Help | Article