Questions and Answers

Jason Fontenot

January 12, 2023 16:52

Note:

This feature is being gradually rolled out and is only available to customers in our early adopter program. Please reach out to your CSM for more information.

Overview

Users can raise questions in site feeds, or, as of the Kita release, in the content feed. This provides a way to fill in information gaps, making sure users can always find what they need on the intranet.

Toggle Q&A on/off
Ask a question in site feed
Answer a question in site feed
Questions in content feed
Approve an answer
Mark a question as duplicate
Unpublish or delete a question
Questions in search results
Q&A notifications

Toggle Q&A on/off for app or site

Q&A can be enabled/disabled:

At the app level by app managers by going to Manage app > Setup > General
At the site level by site admins by going to Manage site > Setup

Ask a question in site feed

To ask a question: go to:

A site's Questions tab
User menu > Questions global list
Manage site > Questions tab
No search results > click Ask a question

Users can:

Ask a question, only in the sites that they have access to and for which Q&A is enabled at the site level.
Add more description to their question.
Attach files from their system or from intranet, to a question.

A submitted question gets auto-published in the site and will be visible to other users who have access to that site. Users can only edit questions that they've created and can't edit questions that have an approved answer.

Answer a question in site feed

To answer a question in site feed:

Go to a site’s question tab or global list of questions.
Click on the question you want to answer.
In the question detail screen, click answer, then type your answer and submit.

Users can:

Answer a question, only in the sites that they have access to.
Attach files from their system or from intranet, to an answer.

A submitted answer gets auto-published in the site and will be visible to other users, who have access to that site. Users can further post more answers or vote on the existing ones.

Questions in content feed

Enable Q&A for content feed

With the Kita release, users can ask questions in the content feed. First, Q&A must be enabled for content feed. To enable Q&A for content feed:

Go to Manage site.
Under Content Posts > Post & replies, select Enabled.
Under Advanced options, allow comments and questions.

Content feed filters

When a content author allows questions and comments to be posted in the content feed, users will see three filter tabs in the content feed.

The All tab shows all comments, polls, and questions posted in the content feed timeline.
The Comments tab shows only posts and polls in the content feed timeline.
The Question tab shows only questions posted in the content feed timeline.

If the content authors allows only questions to be posted in the content feed, the All and Comments tabs will be not visible.

Ask a question in content feed

Once Q&A is enabled for content feed, users who have access to the content can ask a question.

Select the question tab.
Enter a question into the field. Add more details or attachments, then click Ask question.

Answer a question in content feed

Users who have access to the content can answer a question.

Click on the question title or view question to go to the question's detail page.
Post an answer or read and vote on existing answer.

The question's detail page also provides context on the content to which the question belongs.

Global question list

All questions asked in content feed can be found in the global question list as well as the question tab of the site where the question was asked. You can find the global question list in User menu > questions.

Approve an answer

Site managers, admins, and content managers can approve an answer by:

Going to a site’s question tab or global question list.
Clicking on a question.
Going to an answer, clicking ... and selecting Mark as approved.

Users can still post more answers to the question with an approved answer.

Mark a question duplicate

App managers, site admins, and content managers can mark a question as duplicate by:

Going to a site’s question tab or Global list of questions.
Clicking on a question.
In the question detail screen, clicking on ... and selecting Mark as duplicate.

Duplicate questions cannot be answered. Users can still access the original question to post more answers.

Unpublish or delete a question

Go to Site’s question tab or Global list of questions
Click on the question in which you want to unpublish
In the question detail screen, click on ‘3 ellipses’ and click ‘Unpublish’

Only app managers, site admins and content managers can perform this action.
Unpublished questions won’t come up in search results.
Re-publish an unpublished question from manage site > questions’ tab
Delete option will permanently remove a question from the list.

Questions in search results

The Questions tab in search results lists questions relevant to the key word being searched. If the key word doesn’t show any results, users can ask a related question by clicking ask a question from the search results page.

Q&A notifications

You can receive email, browser, SMS, and push notifications, when:

Someone mentions you in a question
Someone mentions you in an answer
Someone votes for your answer
Someone answers your question
Your question has been marked as duplicate
Your question has an approved answer
Your answer has been approved
Someone asks a question in the site you manage

Customize notifications

App managers can customize which notifications they receive by going to Manage app > Defaults > Questions.
Users can customize which notifications they receive by going to User menu > Profile & settings > Edit profile & settings > notifications.

With the Kita release, a Questions on my content notification is added to the content notification group. When a user asks a question directly on content, the content's author/site manager/site content manager will be notified via following notifications:

In-app
Browser
Email
Push