Answers
Salesforce
About: A question and answer application that sits on the clients external facing site. The goal of the product to provide one product that integrates a traditional user community with a robust agent support. Gaming companies would be one of the target user's for the application.
We didn't want the user to jump around track an issue. In the video above we we see how a question evolves through multiple states. 1. Starts as a a public questions 2. Questions with public answers 3. Introduction of a private block from the agent 4. Question that has been resolved.
Additional Links: Video Demo on Youtube, Patent US20120130910
Various Design Artifacts:
The Problem
The diagrams below highlight a problem with traditional customer service. We force people to jump around to get an issue resolved.
Salesforce.com Answers
The solution is a product around social customer support or Salesforce.com Answers. It is a one flow experience from the customer perspective. Instead of forcing people to jump between multiple channels to get an issue solved, we create one integrated experience that ties the back-end case management with a front end Q+A experience.
Best Answers. FAQ
Start the experience with what people expect, frequently asked questions. This is an early wireframe screen to help anchor the project.
My Questions
Mix of public and private conversations. One key feature of the product is an integrated thread that pulls everything related to the issue into one conversation.
Reputation
Use reputation to qualify answers and encourage people to answer. The goal was to create a product that enables people to help each other. Reputation was an important component of the experience.
Mobile.
The same experience needs to move to mobile.
Problem. Latest Activity.
Another diagram from the early pitch deck that helps explain why we don't want users landing into a the latest open questions.
Solution. Land on Solutions!
This of this a the new social modern version of the FAQ page.
