Answer management in Q&A

Answer management in Q&A

Objective:

Effectively manage responses to questions in the Q&A platform, including assigning to response teams, answering questions and approving responses.

Key steps:

1. Distribute the question:


o   Define to which answer team the question should be sent to.

o   Write a comment and assign the question to the appropriate team.

o   Alternatively, you can accept, reject or assign the question yourself.


2. Answer the question:


o   Answer the question by clicking on it and typing your answer on the right.

o   If necessary, link a relevant index point.

o   Highlight important information in the linked document and finish the answer.

o   If necessary, add comments for approval levels and click on "Answer".


3. Approve the answer:


o   Reject, edit, approve or reassign the question to another answer team.

o   Approved answers are made available to the question team after the last approval step and can be viewed under "Questions". 


4. Tracking and archiving:


o   Add follow-up answers if required.

o   Share relevant FAQs anonymously with other users by clicking on "Share FAQ" in the open question.


Precautionary measures:

ยท       Make sure to protect sensitive information and only share relevant content.



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