Community Discussions

Community Self Service in B2C Service provides a platform for community and peer-to-peer knowledge sharing. It provides self-service users with an additional channel that community members can use to ask questions, provide answers, and discuss issues.

You can add community discussions to knowledge in your current instance to enable self-service users to get answers from discussions along side knowledge base answers. Community discussions are organized using the same product hierarchy as knowledge base articles.

You can include community discussions on the home page, the results page, and in the Knowledge Advanced version of SmartAssistant. When users search for answers on these pages, their answers will include both knowledge base articles and community discussions.

You can find more information about Community Self Service in Using B2C Service.