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SLAs and Best Practices for Responses
Hello Community, We are looking to establish SLAs for response times to unanswered questions and posts. We would appreciate any best practices and recommendations on how others are managing this, as well as methods for tracking posts that need replies. Thank you!
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What has been the biggest impact of having a Super User program?
Hi all! Super User programs are one of those areas that we should all be looking at, but seem to fall towards the bottom half of our to-do list. For those that have at least started a program, what is the biggest impact you are seeing? For those that haven't, what would you hope to see with a program in place? Would love…
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Anyone using SlapFive or Base?
Hi everyone! We just signed a contract with HL Vanilla at the end of the year and will be migrating over by mid-year. We're also currently Influitive customers and are likely looking to migrate off that platform. I know SlapFive has an integration with Vanilla, and Base can integrate as well. Would love to hear from anyone…
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Monthly Metrics: April 2025 📊
Hey Vanilla Friends 👋 Welcome back to our new monthly metrics program. In case you missed our earlier installments, you can see them here. For a while now we've had many people asking for some kind of reference for their community metrics. Many of you want to know how your community compares to other Vanilla Customers.…
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Customer Showcase February 2025: Getting Down & Funky With Knowledge...bases
Hello Vanilla Community! The Kaplan Community Team here to showcase how we use Knowledge base in our community. This article is 100% team authored so if you're like, where's the Shannon snark? Always happy to provide that elsewhere. 😊 Here on the Kaplan Community, we determined a solid way to collect resources is utilizing…
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#TipTuesday - Loom Video Embeds and Security Settings
Time for another #TipTuesday! Rich Editor supports the embedding of iFrame content from external sources, both in your community's: Knowledge bases Layout Editor widgets Discussions and comments As a community manager or moderator, you're the heart of the community space, welcoming new members, answering questions, keeping…
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Monthly Active Users: which metric is correct
Good day Community, Regarding Monthly Active Users: Is Active Users or Contributors the correct number to use to measure MAU? Thank you, Toby
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📆 Partner Event: Lifecycle Advocacy: Explore the Next Level of Customer Activation
Our friends at SlapFive have a great event happening in NYC 🍎 this week that we wanted to share! If you're in the NYC area and rethinking how to scale customer growth, this workshop’s for you. Details below! Growth doesn’t always mean new spend. Advocacy is one of the few strategies that scales through timing, relevance,…
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How to remove the "rejected answer" label to a comment?
Hello there, I'm wondering if there is a way that we could change this label to something else or remove it completely. We really like the new feature where accepted answers get separated from the rest but for our type of our community we would prefer to use some other label for the "rejected answers" or only show the…
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CMD - if Admin/Moderator is flagged, different rules?
Hi hi! We're testing out the different features of CMD - when testing from a Member account, Reports + Escalations work as expected. However I had my moderator try some things from her Admin account: I have an automation rule set up to Escalate reports with a specific Reason. This did not Escalate when I test reported HER…