We've had feedback from our Solution Guides and the Customer Service team that often questions go unanswered due to Experts not being aware of the question. This could be due to a few factors, one being the initial visibility of the question being reliant on Experts being alerted via a saved search.
(Incorrect assignment of topics is still an issue and is being worked on separately.)
We are very reliant on saved searches to alert our Experts of any given question so we want to make the process of finding questions you want to answer as easy as possible, without having to go through having to set up and maintain saved searches.
Reduce the complexity (for everyone) in finding questions you want to answer. Move away from using the advanced search (saved search) purely for finding questions to answer and instead make it far easier to be notified (configurable) by just following a topic. The advanced search will still be there for those more complex searches should you need it.
So what’s the change?
In the next few weeks we expect to release an update that will notify you of any new question in any of the topics you are following
For all intents, these alerts are essentially a hidden saved search for everyone based on a followed topic. It runs through the same logic as a saved search so that you’re only notified once of any given question no matter how many saved searches you have set up or how many topics you are following.
The plan is to initially default your notifications to an hourly digest and via email only. This will catch what your saved searches do not. This will be configurable so please see below on “what to do when the update goes live”.
All new Experts will get an on-site notification and email for every new question in topics they are following.
What will you need to do when the update goes live?
Review your settings:
We will do an announcement banner on release that informs all Qualified Experts (QEs) how to adjust them for on-site notifications.
If you have any concerns or feedback on this, please post below or message me directly
EE Community Advisor