How to moderate Q&A

Q&A enables you to do one or all of the following:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Fix questions that have been reported as having problems

Edit or delete questions and answers

Post new answers

The Q&A tab displays the following:

Unanswered questions

Questions that have not yet received any answers

Questions with problems

Questions that have been flagged as having problems. Such question might contain incorrect or offensive content.

All questions

All questions

Assign moderator permissions

Note To moderate questions and answers, you must have one of the following out-of-the-box roles:

Knowledge Contributor
Knowledge Publisher
Knowledge Administrator

Alternatively, you can create additional roles that include Moderate user questions and answers permission. For more information, see How to edit role permissions.

Service Portal users do not have Q&A moderation permissions as such, but by default are able to ask, review, and respond to questions and answers that other Service Portal users have submitted. For more information about Service Portal user permissions, see How to authorize knowledge handling in the Service Portal.

Review questions

From the main menu, click Build > Knowledge > Q&A.

Click Unanswered questions, Questions with problems, or All questions.

Questions are sorted in descending order, starting with those questions that have the highest number of requestors.

Select a question to view its full description.

You can edit the question, delete it, or post an answer. For questions with problems, you can delete problems on a question, or edit and delete answers to a question.