Light Users Asking Questions

Hey @Ed Sibuma,

Thanks for the great question!

While Light Users can only be in the ‘All Members” Group themselves, they can still ask questions via Ask an Expert and target those questions other users or user Groups (FYI same goes for Card Comments). When they go to "Ask an Expert", they will see the option to select the Users or Groups who are Authors or Collection Owners in the Collections that the askers have access to.
 

You can navigate over to Team Settings and the Collections tab to check the Group's role settings for each Collection.

I highly recommend making small “expert” user Groups of no more than 7 users to have Collection Owner access to your Collections (multiple Groups can be Collection Owners FYI).  These expert groups would be the best groups to whom users should ask their questions. Users in this group will be the only ones who get notified if they’re asked a question.

In order to encourage users to ask the right people the right questions, I recommend creating a Card that is accessible to all of your Light Users that contains a table that can be used as a guide for users to see to whom they should ask questions for a given topic (ex: support processes question > ‘support ops experts’). Share that Card out in a Knowledge Alert and post it in relevant comms channels!
 

I also recommend setting up a Knowledge Trigger over Guru’s webapp to automatically push that Card to users when they’re using Ask an Expert in the webapp. Set the condition as  “IF Ask an Expert EXISTS”.

Hopefully this helps you, Ed!