When someone replies to a forum question, they may mark their reply as a suggested answer. If the suggested answer solves the problem, the original poster or other users may check the box 'Does this answer your question?' on that reply to make it a verified answer. Both of these steps are important to the success of our members on the Community. Please use the following guidelines when marking suggested answers and verifying answers.

Suggesting answers

When responding to a question, you may check the box Make reply a suggested answer to indicate to others it contains a possible answer. More than one response can be marked as a suggested answer.

Keep the following in mind as you consider marking your response as a suggested answer:

• Do not mark all your responses as suggested answers. Only mark responses with a potential resolution.
• Do not copy/paste another member's solution as your own (for example, another forum response or a blog article). Link to that content instead, allowing both you and the author of the original solution to receive credit for the answer.
• When linking to pages/files on product sites exclusive to customers, be aware that the original poster may not be on an active support service plan, and thus may not have access to the file.
• At the end of your response, consider asking the original poster to mark that your reply answers their question. It is common for the original poster to be unaware of this capability. For example: "If this helped you, I would appreciate it if you would check the box 'Does this answer your question?', which may help others find this answer as well."

How to Suggest an Answer

Perform the following steps to suggest an answer:

1. Type your answer into the rich text editor.
2. Check the 'Make reply a suggested answer' checkbox:
   
   
3. Click the "Post" button.

Verifying answers

Verified answers help every visitor to the Community who comes after you to quickly find and benefit from the same solution. When someone responds to your forum question with a suggested answer, you will see a checkbox below their response: Does this answer your question? 

When you check the box the page will refresh and the response will now be marked as a verified answer, and others can more easily find it.

Marking replies as verified answers by others

It is common for the original poster to not come back to the forums and mark a response as a verified answer. Not every question that is posted can or should be answered and/or verified, but it helps everyone that views Community content in the future when questions have verified answers. Therefore, marking the correct answer(s) is often left to a moderator or an expert community member with appropriate permissions to validate the answer. If you are one of these experts, you should keep the following etiquette in mind as you consider marking answers as verified:

• Ask the original poster to mark the suggested answers as verified (if it makes sense). If the original poster returns and says thank you, but does not mark the answer, then first reply with a polite request for them to mark the answer. Most of the time original posters do not know about the marking verified answers feature. If they do not respond after 7 days, ask another moderator to verify the answer. If they do respond and acknowledge the answer is valid but fail to verify it, you may verify it yourself.
• Don't verify an answer when you post the first time, use the suggested answer option first. Give the original poster a chance to try and verify your answer, since it was their question to begin with. There may be additional information of which you are unaware.
• After proposing a suggested answer, wait 7 days. This gives the original poster more than enough time to return. More often than not, the original poster will not mark the suggested answer as a verified answer and will not reply again. After waiting the week, then mark the suggested answer as a verified answer. Many original posters have gotten angry when moderators mark suggested answers as verified answers without waiting a few days (waiting 7 days sets a clear message that you are patient). One exception (to responding with a suggested answer first) is if the thread hasn’t been responded to for over 6 months (you’re cleaning up a forum). But even then, it’s better to respond with a suggested answer first if you’re uncertain about an answer.
• Use caution when marking a 3rd-Party solution or link as the verified answer. We do not want to point people to an untested tool that could damage someone’s system.
• Have other moderators verify historical posts. When reviewing your previous forum posts >6 months old, send a request to another moderator to review and mark them as verified answers if appropriate.
• If you work day-to-day with another moderator, do not have them mark your responses as verified answers. This will help prevent it from appearing that you are teaming up.
• When two solutions contribute to a solution, mark both answers as verified. For example, if someone else partially answered a question, and you want to add to it, then mark both responses as suggested answers, not just your own. And when it comes time to marking verified answers, make sure you mark the other person’s answer as well (not just your own). You should be willing to unmark your answer when appropriate. It’s a team effort!
• Be very cautious when unmarking verified answers (and communicate first). If you unmark a verified answer that was marked by the original poster, then you are denying their experience which can be disrespectful. Instead, we suggest proposing additional suggested answers which can be marked as additional verified answers. You may also politely explain in your reply why you think another post is an additional verified answer. There are some cases where unmarking a reply is appropriate:
  • You may unmark answers if you accidentally marked them as answers.
  • If another moderator marked something as an answer but was wrong (the reply is incorrect and doesn’t help in any way or the original poster came back later and said that it wasn’t an answer). If the moderator has a reason for proposing/marking a verified answer, you should discuss that reason before unmarking verified answers.