How to Fine Tune Your AnswerHub Expert Identification Engine

The AnswerHub Identified Experts feature allows community managers to fine tune settings to fit community behavior.

Experts are the bedrock upon which every successful community is built. So, it’s important to identify and recognize community experts who actively share their insights and drive discussions with fellow members.

AnswerHub contains a powerful feature called Identified Experts. This feature allows community managers to programmatically identify experts based on their ability to deliver correct answers (validated by the community) that have been tagged with a particular topic.

AnswerHub’s out-of-box default setting is three correct answers within 30 days, but you can tune it to fit your community behavior. For communities that are just ramping up, there may not be enough volume of questions on each topic tag that could be answered within 30 days. So, you may wish to extend the time window, perhaps to 90 days.

Identified Experts 1

Indentified Experts 2To understand what time frame to use, go to advanced analytics and select the questions by topics report. Now, look at the last 30 days or use a custom time period to see the number of questions posted during a particular time frame. When looking at the results, you should ensure that the majority of topics have at least as many questions available to answer as the number required to become an expert for that period of time.

For example, if the minimum questions answered remains at three, then there should be at least three questions submitted in the last 30 days (or the selected time period) for the majority of topics.

Adjusting the values can help your community find experts faster and make better use of the “ask an expert” feature and the notifications for new postings in my area of expertise features to alert the experts. This can really amp up the problem-solving power of the community and improve satisfaction.

If you have questions, please reach out to your customer success manager or set up a meeting for a demo. Prefer to find the answers on your own, check out the documentation site.