Comment Moderation Process

This page is about how a Product Manager will moderate, delegate and respond to Page Comments. Our response depends on what kind of comment it is. A few example scenarios will be discussed below.

Before anything else, navigate to the Comments page and click on Pending. This will show all unpublished comments.

The In Response To column will provide more details to which cert and lesson the Page Comment is being provided. To help you validate the user's Page Comment before delegating to a Product Owner or SME, go to the lesson page by clicking the View Lesson link. 

Different Scenarios

If the Page Comment is about the following that may require an update to the materials:

• Pointing out an error or a link that is no longer working.

• Providing useful comments or suggestions to the Study Guide materials

• Any content-related questions or clarifications

Follow the steps on the Delegation Process section to help you moderate the comment/question of the user.

If the Page Comment is from a user sharing that he/she passed the certification exam.

1. Product Managers can directly reply congratulating the user before publishing the comment.

2. If a user shares information about the exam - the Product Manager needs to validate if the information provided is too specific before publishing. 

   • If the details provided are too specific - The Product Manager will edit out the part those details/part. Then, add the Page Comment to our Feedback Analysis tool for a Product Owner to perform validation and analysis.

   • If the details are general - Approve and publish the Page Comment

If the Page Comment is about a spelling/grammar error

1. The Product Manager will respond to the Page Comment indicating that it will be corrected as necessary. EXAMPLE: Thanks for your feedback, we will update the page as needed.

2. Validate the page comment and update the necessary slide/slides needed and re-publish the toggle.

NOTE: When needed, if a term that is being flagged is a Salesforce specific technical term, please ask a Product Owner to validate before implementing any updates.

If the Page Comment is related to support and not about the content

1. Communicate to the respective Slack channel the details of the Page Comment to notify the support team. Move the comment to Trash.

If the comment is related to a follow up or question about the status of an update that we are completing (e.g. Major Release update or an Exam Outline revamp)

1. Send an email to the user from the official FOF email, any succeeding replies or inquiries will be resolved via email.

2. Move the comment to Trash.

Email Example:

Hi (user's name),

We read your message below from the comments section of our (Enter lesson page):

"(User's page comment)"

We appreciate your inquiry.

Our practice questions and study guide materials are based on the objectives in the official exam outline. We check the official exam outline for each release and look for any changes to the objectives. If there are any changes, we prioritize adding or updating our content for those. Each release does not mean or require Focus on Force to revamp and update everything.

We also analyze the release notes and update the materials based on changes in the release and also update the materials based on community feedback. This is a continual process and the materials you have access to, are updated dynamically as they are accessed online. 

The core concepts do not change from release to release. Our recommendation is for you to focus on ensuring that you understand the key topics in each objective. 

If you have any further concerns, please feel free to reach out to us anytime. We wish you all the best on your certification goals! 

All the best,

Focus on Force

Delegation Process

Once validated that a Page Comment is valid:

1. To identify which Product Owner or SME the comment will be delegated to, check which cert the question/comment belongs.

2. In the Delegate column, clicking the delegate button will open a pop-up box that will allow you to select a Product Owner or an SME. 

3. Once assigned, a success validation message will appear.