Big Idea or Enduring Question:
How do you ensure a user is notified about additional replies to a Chatter Question she answered?
With Chatter Questions, users can ask questions in their Chatter feed, in groups, and in records. Select Question from the Chatter publisher’s action menu, or click the Question tab. After a question is asked, moderators and the person who asked the question can select the best answer. The best answer is prominently displayed in the feed, allowing other users to quickly and easily find the information they need.
Your users can organize their information with the question title and details about their question. They can ask the question to their followers, to a group, or to a specific person, as they can with other Chatter feed items.
In the past, I have written a few articles on automating Questions and automation. Why not check them out while you are at it?!
- Getting Started with Process Builder – Part 29 (Auto Remove Followers from Questions with best replies)
After reading this article, you will be able to:
- Use Flow to identify if a user is already following a question
- If the user is not following the question, add the user as a follower
- Automatically trigger a Flow upon a question being answered
Business Use Case
Universal Containers is using Chatter Questions for their Internal support. When users answer questions, they don’t remember to go back and check for subsequent questions or feedback. Leadership has reminded everyone to follow the questions they answer, but people don’t usually remember. Therefore, Leadership has asked Steven Greene, a Lead System Administrator to come up with a solution so users are always added as followers to questions they answer.
Automation Champion Approach (I-do):
There are a few possible solutions for the above business scenario, but I’ll use After-save Record-Triggered Flow to solve the business requirement.
Check out this article to understand why we are using after-save record-triggered flow for this scenario.
Let’s take a pause here, familiar yourself with the QuestionSubscription Object in Salesforce. It represents a subscription for a user following a Question.
|QuestionId||The Id of the Question which the user is following.|
|SubscriberId||The Id of the User who is following the Question|
Whereas Reply represents a reply that a user has submitted to a question in an answers community.
Before discussing the solution, let me show you a diagram of a Process Flow at a high level. Please spend a few minutes to go through the following Flow diagram and understand it.
Let’s begin building this automation process.