Asking Expert Questions

To get the most out of Expert, we recommend a few best practices.

Ask Questions in Question Form

Anyone can ask Expert a question, including fallbacks and SMEs. When a human expert asks a question, Expert needs to know the difference between asking a question and answering a question. Expert uses a custom model to distinguish between these scenarios. No model is perfect, though, and to minimize confusion, it’s best to ask Expert questions in question form.

Not Question Form (Avoid) Question Form (Good)
I need the telecommuting policy What is our telecommuting policy?
I have some expenses I want to get reimbursed Where is the expense reimbursement form?
I hear @carla is going on vacation soon When is @carla going on vacation?
I’m told we use something specific for video conferences What do we use for video conferences?
I need to restart the pod How do I restart the pod
I got the blue screen of death What do I do if I get the blue screen of death?
The Internet is slow Why is the Internet slow?

Provide Sufficient Detail

Just like its human counterparts, Expert works best with good questions. The more detail provided in the question, the better the answer.

Insufficient Detail (Avoid) Sufficient Detail (Good)
How do I log in? How do I log into the healthcare portal?
What’s the password? What’s the guest wifi password?
How do I print? How do I print to the third floor color printer?

Getting Answers

If Expert knows the answer to your question, it responds immediately. If Expert doesn’t know the answer, it will let you know. Behind the scenes, it checks the topic of the question. If there is a SME for the given topic, it will forward the question to the SME. If the topic is unknown or there are no available SMEs, it will forward the question to a fallback. When Expert gets an answer to the question, it sends the original asker the answer.

Expert escalates when it doesn't have an answer