Expert Assist

Open Questions

Open Questions are requests for knowledge that can be added to the QnA knowledge base. Users can submit suggested answers to Open Questions.

Tags

Tags provide categorization of knowledge. The Tag name and its associated keywords are used in the GetExperts flow action to calculate tags that are related to the text or question that has been asked.

Subscribing to Tags

Individual users that are experts in the area of a Tag can subscribe and/or unsubscribe. This is accomplished via the workspace website.

This article covers the following topics:

• How to add an open question
• How to Manage and create Tags
• How to add suggestions to open questions
• How to publish an open question
• How to publish multiple open questions
• How to delete an open question

How to add an open question

1. Click Expert Assist from the left-hand navigation menu '.
2. Click '+ Create Open Question' from the top right of the screen. 
3. Type your question and click Ok to save.
4. The new open question will be displayed in the crowdsourcing list of questions and will be available to your colleagues to add their suggested answers to. 

How to Manage and create Tags

1. Click the 'Manage Tags' button top right of the screen. A list of existing Tags will be displayed
2. To create a Tag, click '+ Expert Assist Tag'
   1. Enter the name of the Tag, and enter keywords that would describe or represent this tag. 
   2. Click OK to save. 
3. To edit a Tag, click the ellipsis (three dots) button on the far right, and select Edit from the drop-down list.  
   1. Enter your changes and click Save
4. To delete a tag, click the ellipsis (three dots) button on the far right, and select the Delete button from the drop-down list. 

How to add suggestions to open questions

1. Select a question from the open questions list. 
2. Enter your suggested answer in the box provided under the Suggestions heading, on the right-hand side of the screen. 
3. Click Save, and your suggestion will be added to the list. 

How to publish an open question

1. Select a question from the open questions list.
2. Click the Publish button.
3. Select the Topic you wish your question to reside in.  
4. You will be directed to the QnA knowledge content screen where your open question will be displayed with a 'publish' ribbon where you have the opportunity to make any changes. 
5. Click the 'Save and Resolve' button found at the top right of the screen to save and publish your question.  

How to publish multiple open questions

1. From the list of open questions, select each question you wish to publish by placing a tick in the left-hand side box. 
2. Click the Publish button found at the bottom of the screen. 
3. You will be directed to the QnA knowledge content screen where your open question will be displayed with a 'publish' ribbon where you have the opportunity to make any changes. 
4. Click the 'Save and Resolve' button found at the top right of the screen to save and publish your question.

How to delete an open question

1. Click the ellipsis (three dots) button on the far right of the open question you wish to delete. 
2. Select Delete from the drop-down list. 
3. Click OK to confirm your choice.