Questions is an optional feature within Knowledge Base that allows users to ask questions about articles for category experts (or those made responsible) to answer.
The feature can be toggled on/off on the admin side of Knowledge Base in the Questions tab.
This guide covers how Questions works when it is enabled.
Permissions
These are set per category.
An application administrator of KB can edit the permissions set on each category from the admin side (Applications > Admin > Categories)
1. 'Ask a question'
If you want a user to be able to ask a question about every category, each needs to be updated to include them.
2. 'Edit all questions' should be given to administrators or responsible users.
3. Choose whether questions can be answered by anyone with 'view' rights to the category, or if this should only be the chosen category experts.
If the latter, select the option shown below in each category and enter the users who should be the only ones who can answer questions about that category.
Asking a question
Users with permissions to ask a question in at least one category will be able to do so using the cross icon on the front end and selecting 'add question' from the pop-up:
The screen below will be presented, and they can enter the details about their question.
Submitted questions will appear on the front end of KB, and category experts will be notified when this occurs so they can respond.
Notifications
If only category experts can respond to questions, they will be the only ones notified when a new question is posted.
If this setting was not enabled, though, category experts and anyone subscribed to the category (or sub-category) will be notified.
(If there is sub-category B with parent A, users subscribed to B would receive a notification for new questions in B only, whereas someone subscribed to A would receive them for A and B)
The type of notification received will depend on each user's individual preferences.
Responding to a Question
Recent questions will be listed on the front end of KB:
As well as under the specific 'Questions' tab:
Clicking into one, users have various ways to interact.
- Like the Question
- Follow the Question (means they will be notified of responses in it going forward)
- Share the question
- Edit the question (if they have the permission to do so)
- Respond by typing a comment (the question creator will be notified)
- Attach a file, link, or document to their response
- Like or respond to other users' responses
In situations where only category experts can answer questions, a notice (shown below) will appear to someone who only has 'view' rights.
Management
Application administrators of Knowledge Base and users with edit rights for questions will be able to access the 'Manage Question' area from the front end, under the 3-dot menu:
From here, questions can be viewed, edited, deleted or archived, as well as downloaded to a CSV if needed.
Archived questions do not appear on the front end but remain visible to administrators and users with edit rights from the management area.
