Thanks Kyna, I'm really excited for the Community to get some attention. And I'm excited to hear that you're looking to integrate resources. I completed the survey, but I'd like to share my feedback publicly in case others want to piggyback off my ideas (or tell me I'm totally wrong - which happens from time to time!) 80% of the answers I need are already documented in a previous post. And, I would say 50% of the answers that new users are looking for are documented in the knowledge base. My biggest pet peeve is knowing the answer I need already exists, or likely exists, but requires too much time and effort to search. Largely because there are always too many results, many of which are not titled by the original user in a way that makes it clear what question or answer may lie within the post. A title like "Help with text mode" offers zero context as to what kind of problem is being asked or solved, without the reader having to open the post and read it to find out. That is a HUGE time waster to the point that I don't ever look at (or help with) those threads. If I could design the Community user experience from the ground up, I would completely separate the method of posting questions from that of replying to questions. Given that the knowledge base and Experience site are actually very well organized into specific and detailed categories, I would force Community posts to originate from an Experience article, so the posts related to that specific topic, along with their reply threads, can be searched and referenced in the same way. Posts would still be aggregated in the Community forum for users to participate in; but *new* posts would need to originate from an article. This would really help searching for existing posts/threads, by navigating to a support article and having an already-curated list of related Community posts to search through. (and, it would reduce the number of posts in which the answer is already documented in the knowledge base.) If that's not entirely clear, it's spelled out here: Part I: Post Origination - I need help understanding something. - My first stop resource is the knowledge base. E.g. "Managing Documents" or "Managing Custom Forms" - After reading the knowledge base article that best matches my need, I still don't have an answer. - At the end of the article is a link: "Didn't find the answer you're looking for? Look in Community!" - The link takes me to the list of Community posts related to the same knowledge base article I just read. - If I *still* don't find the answer I'm looking for, I can post a new question for the community to answer. - This is how all NEW posts would originate - it forces the user to consider the fact that their answer may already exist in the support article or existing Community post; and neatly buckets all Community conversations by the same logic that has already been well thought out for the Experience site (applies as well to new product announcements, beta conversations, blog posts, and other topics that are not support-related). Part II: Post Replies - I'm interested in helping others with their solutions, or what other companies are talking about in general. - I navigate directly to the Community, where all the posts are aggregated. - I can peruse the list of posts and participate in those conversations. - If I want to spark a new conversation, I navigate to to the Experience site article that most closely matches the topic I want to discuss, and generate the new post from that page. William English T-Mobile
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