What is the difference between Social Q&A and Communities?

[bettymaes]

I'm looking for a capability in ServiceNow to stimulate users community helping each other with how-to questions.

Having a look on the SN documentation I see different features like Social Q&A under knowledge management but also Communities under Service Management/

Is this the same? If not where is the difference?

Many thanks

Betty

[antin_s]

Hi Betty,

All Social Q&A questions and answers are associated with a knowledge base. The Enable social questions and answers check box on the Knowledge Base form controls if users can view and ask questions.

Social Q&A uses user criteria from the knowledge base to determine which users have access to questions. A user must meet the criteria defined in the knowledge base Can Read related list to view or contribute to Social Q&A questions, answers, and comments associated with that knowledge base.

The below URL might help.

Enable social Q&A for a knowledge base

Hope this helps. Mark the answer as correct/helpful based on impact.

Thanks

Antin

[Joseph Gabriel]

Communities is included with Customer Service Management and is geared towards supporting external customers.  Social Q&A is included with general Knowledge Management and is intended for internal use.