Help Customers Get Answers Fast, and Lighten Your Support Load

When members have questions, put your best information forward, and let them help themselves. Configure the Ask and Contact Support & Ask buttons to respond with pertinent articles and previous answers when users ask questions. Members can cancel a question when the response hits the mark, or they can continue to post their question.

Where: This change applies to Lightning communities accessed through Lightning Experience and Salesforce Classic in Essentials, Enterprise, Performance, Unlimited, and Developer editions.

Why: You can also configure the Suggestion Metrics properties on the button to collect data on the effectiveness of your suggestions. Use this information to identify gaps and fine-tune your knowledge base.

Suggested Questions and Suggestion Metrics on an Ask button

How: In Community Builder, place an Ask or Contact Support & Ask button on a page, and set its properties.