How do you manage different product Q&A's?

We have several different platforms that our customers leverage and answers to the same question may vary based on the platform. Anyone out there have a similar situation and how do you manage this? We are using collections and tags, but it's imperfect.

Comments

Freda Eang

My company is in a similar boat. We have 6 different products and the same question can come in, but depending on the product - the answer can be completely different. What I've done is along the same line:

-tagging it as functional requirement

-making a product collection that clearly labels if the Q/A pairing is applicable to every product or a specific product

-we have quarterly reviews by our SMES to ensure these answers are up-to-date and accurate and it's also during these reviews that we catch any mislabeled questions

Linda Wesley

Same here. One software solution, but different deployment options. Functionality is the same, but security answers can change based on the deployment method (SaaS vs. on-premises). We generally use tags to identify deployment and separate Q&A pairs if answers are different. Some answers combine both deployment methods in one response. No easy answer on how to structure the content library. For most security questionnaires, the deployment method is clearly identified up front. But for an RFP, the deployment method may not be decided yet--and we need to cover all options in our responses.

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