Service Desk · Module
Community
Moderated customer communities where good answers become help articles
Community hosts moderated customer communities where customers help each other and experts are routed to unanswered questions. Good answers become help articles, and unresolved or sensitive posts escalate to tickets.
What it does
Community is planned as an add-on for W4. It gives customers a place to ask questions, share tips and get answers from peers and staff, connected to Helpdesk, Knowledge and Voice of Customer.
Spaces and posts
A community has spaces that can be public, members-only or private to one company, each with space moderators. Posts can be questions, discussions or announcements, with replies, accepted answers, reactions, mentions and attachments. Members sign in with their portal identity. Profiles use a display name separate from the legal name, and staff wear badges. Reputation, badges and levels reward helpful members. Public pages are SEO-friendly with canonical URLs on a custom domain.
Safe by default
Moderation supports pre-moderation and post-moderation modes. AI flags spam, abuse, personal data, and self-harm or threat signals. Self-harm and threat signals always go to a person immediately. A moderation queue handles hide, edit with note, lock and ban, and members can appeal. Bans and legal takedowns are always decided by people. Where intermediary rules apply, tenants can configure a grievance officer contact, unlawful content reporting and takedown timelines (verify applicability with counsel).
Connected to support
- Post to ticket: a member can move an account-specific post to private support. A ticket is created and account data stays out of the public thread.
- AI answer suggestions from Knowledge appear on new questions, labelled as AI with citations.
- Expert routing notifies members or staff with matching expertise when a question stays unanswered past a threshold, within frequency caps, then escalates to staff.
- Accepted answer to article: well-received accepted answers are proposed as help article drafts with attribution and go through Help Center review.
- Posts feed Voice of Customer as signals.
Languages and later
Multi-language spaces and a translation view labelled as machine translation are planned. Ideas with voting, events and AMA sessions, and imports from existing forums are W5 ideas.
Features
What Community includes
Communities and spaces
Public, members-only and company-private spaces with space moderators.
Posts, replies and accepted answers
Questions, discussions and announcements with reactions, mentions and attachments.
Members and profiles
Portal identity, display names separate from legal names and staff badges.
Moderation
Pre- and post-moderation, AI flagging, moderation queue, hide, edit, lock, ban and appeal.
Post to ticket escalation
Private follow-up through Helpdesk with a link back.
AI answer suggestions
Knowledge-based suggestions labelled as AI.
Expert routing
Notify members or staff with matching expertise for unanswered posts.
Accepted answer to article draft
Proposed drafts with attribution for Help Center review.
Reputation and badges
Reputation, badges and levels for helpful members.
SEO-friendly public pages
Canonical URLs on a custom domain.
Grievance and takedown handling
Grievance contact, unlawful content reports and takedown timelines where rules apply.
Multi-language spaces
Language spaces and a labelled translation view.
Workflow
Post lifecycle
- 1
A member creates a post
- 2
AI moderation flags high-risk content to the human queue; clean posts go live
- 3
An AI answer suggestion appears and peers and staff reply
- 4
An accepted answer becomes an article draft candidate
- 5
Unanswered posts are routed to experts after the threshold
- 6
Account-specific issues escalate to a Helpdesk ticket
- 7
Posts feed Voice of Customer as signals
AI
AI skills and Digital Employees
Moderation flagging
Flags spam, abuse, PII and self-harm or threat signals, which always go to a person.
AI answer suggestion
Suggests labelled answers from Knowledge.
Expert routing
Finds members with matching expertise tags and history.
Answer to article draft
Drafts articles from accepted answers with attribution.
Duplicate question detection
Suggests existing threads for new questions.
Digital Employees that use this module
- AI Community Moderator
- Knowledge Curator
They act through the same governed Actions as people; risky steps wait for approval.
Frequently asked questions
When is Community planned?
W4, in Year 3, as an add-on to Service Desk.
Can AI ban members?
No. AI can flag posts and hide them in pre-moderation spaces, but bans and legal takedowns are always decided by people.
What if a member posts account details?
They can move the post to private support, which creates a ticket and keeps account data out of the public thread. PII flagging also catches personal data in posts.
See Community in your workflow
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.