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  1. Virtual Vaults Help Center
  2. Streamlining the Q&A Process
  3. Getting started with the Q&A section

Setting up the Q&A workflow

Optional Q&A set up

The Q&A provides a few tools to create an efficient workflow. Within the Q&A we speak of the Answer group, representing the sell side (internal users) and the Question group, representing the buy side (external users). 

Question limit

Vault Admins with a Q&A Admin role are able to set a limitation on the number of questions each buyer group can submit per day, per week or in total.

1. Click on the "Q&A settings".  settings.png
 A small window will open with both the "Categories" section and the "Question limits". Click on the "Question limits". question limits.png2. Toggle the switch for the buyer group(s) that need a question limit.
3. Set the amount of total questions that can be submitted.
4. Set how many questions can be labeled as high priority.
5. Set the time frame (day, week or total) for the limitation.
6. Click  Save to apply the question limits.
Things you should know about question limits:
  • Check a group's limit by clicking Status left of a buyer group's toggle.Overview limits
  • When the toggle is grey, no limits are imposed on the amount of questions a buyer group can submit.
  • Freeze the Q&A: When a buyer group's question limit is set to 0, they cannot submit new questions anymore. Submitted questions are still visible and answers can still be drafted for them.
  • Lowering the question limit: When changing the limit lower than the amount of already submitted questions, the buyer group cannot submit new questions until the end of the time frame set.
Categories

Vault Admins can create categories in the Q&A. 
Start by clicking on the "Q&A settings" in the top right of the Q&A overview. A screen will pop up in which you have the options "Categories" and "Question limit".

Add New Category

Type any word you would like to use as a category and press "Enter" to save. The categories can be easily removed by clicking the little cross behind it.

Use these categories to easily filter questions and assign them to an Answer Drafter. Categories are visible for the Question and Answer group and can be used by both sides to filter the questions.

new category

Tags
Tags can be created and added to a question. Tags are available for internal use for the buyer groups in the Question group, and for the Answer group. Both ways they are meant to be used internally to improve the Q&A workflow by adding subjects or statuses. When a question has been opened, click  Add tags. Create a new one or select one of the previous existing ones. Add tagsFrom the question group's point of view ^  Tag created
From the answer group's point of view:  To get the most value out of the Q&A tags, keep the following aspects in mind:
  • Question group tags are only visible to users within the same buyer group.
  • All users with a Q&A role can create, add and delete a tag.
  • Tags will also be displayed on the right side in the Q&A overview as a status. 
  • When a tag is created, it appears in the drop-down menu to re-use.
  • Tags are for internal use only and will not show up on the archive.
  • Creating and deleting tags is not logged.
 Q&A Tips: Create a tag for every user when the Answer group consists of only Q&A Admins. This way users can add username tags to a question to either let other users know they are working on a question or use it to assign a question to another Q&A Admin.
User Labels in the Q&A

Adding user labels to all users in the Vault enables Q&A admins to filter incoming questions based on the label and easily assign these questions to an Answer drafter with the same label. Once user labels have been added, the filter option Created by will appear.

Created by filter possibility:Created by filter
Created by in a question:Created by filter in the Q&A
Easy assigning with user labels:Assign via labels

Knowing the Q&A statuses

Answer group

Q&A Admin filters

Status

1. Unassigned: The question has not been assigned to a user on the answer group yet and no answer has yet been drafted. 

2. Assigned: Questions that have been assigned to an Answer Drafter by one of the Q&A Admins.

Other Answer Drafters can also see the drafted answer, but cannot edit it. Q&A Admins can always decide to edit the drafted answer and disclose it to the Question group.

3. To be disclosed: Questions with a drafted answer, waiting to be disclosed by the Q&A Admin.
These questions have either been assigned back to the Q&A Admin by an Answer drafter or it is a saved draft answer from a Q&A Admin.

4.Disclosed answers: The answer has been disclosed and visible to the Question group. The answer cannot be changed anymore, but providing an additional answer is still possible.

 

Question group

Question Group filters

Status
1. Drafted: All questions that have been drafted by users within your buyer group. Question Submitters also see the questions that have been assigned to them here.
2. Awaiting approval: These questions are assigned to a Question submitter in your buyer group. These questions will not be visible to the Answer group until they are submitted by a Question submitter. 
3. Submitted: These questions have been submitted by a Question submitter and are visible to all users on the Answer group. The question cannot be edited anymore. It is in progress of being answered. 

4. Answered: These questions have been answered by the Answer group. Neither the question nor the answer can be edited anymore. A follow-up question can be asked or an additional answer can be disclosed. 

  Q&A Tip: Use the Q&A Chat to streamline the communication with your team. Visit Q&A Chat to learn all you need to know about using this feature.

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