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Profile field wins (and failures) share what you know

Ragan Rhodes

We're revisiting member profiles on our Verint community and looking for inspiration from other admins.

Our goal is to help members find and connect with each other more easily — less about a complete bio, more about surfacing who works on similar things and who's worth reaching out to.

A few specific questions:

1. What custom profile fields have you added, and have they actually helped members connect?
2. Which fields have you made searchable — and do members use profile search in practice?
3. Have you found ways to drive profile completion that actually worked?

I'll admit, after reviewing the default profile field documentation, I was a little surprised that there are fields for AOL IM and Yahoo IM but nothing for LinkedIn or other platforms people actually use today. Curious whether others have modernized their field setup and what you've added or removed? For example, I'd love to find a way to let members flag topics they want to learn more about or feel confident answering questions on. Just something that helps the right people find each other.

Bonus points if you have screenshots to share! We'd love to see examples of profiles that are doing something interesting and useful.

Also open to hearing what hasn't worked, so we don't repeat mistakes others have already made.

Thanks!

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    Hi  

    We’ve worked with a lot of different customers on Verint communities across customer, partner, and employee use cases, and this is a topic that comes up often. Most organizations are trying to solve exactly what you described: less “social profile,” more “help me find the right person.”

    A few things we consistently see work well:

    1. Profile fields that actually help members connect
    The most useful fields tend to be:

    • Role / department
    • Product expertise
    • Industry
    • Region/time zone
    • “Topics I can help with”
    • “Topics I want to learn about”
    • Certifications or skill level

    We also have clients pulling profile data in through SSO/CRM integrations so users don’t have to maintain everything manually. Common examples are:

    • Role/title
    • Department
    • Location
    • Product ownership
    • Certification status

    And yes — many clients remove or hide older IM-style fields and replace them with things like:

    • LinkedIn URL
    • Teams handle
    • “Ask me about…” fields
    • Expertise/interests tagging

    2. Searchable fields
    The searchable fields we most commonly see enabled are:

    • Product expertise
    • Role/function
    • Region
    • Certifications
    • “Can help with”
    • Industry/use case

    Members do use profile search, but usually when it supports a clear use case like finding SMEs, peers using the same product, regional contacts, or customer champions.

    That said, in many Verint communities, people also discover experts indirectly through:

    • accepted solutions
    • badges/ranks
    • leaderboards
    • activity widgets
    • topic participation

    3. Driving profile completion
    The approaches we’ve seen work best are:

    What hasn’t worked well:

    • Long bio-style profiles
    • Too many required fields
    • Large open-text sections
    • Asking users to maintain data already available via SSO

    The strongest Verint profile experiences we see are lightweight, searchable, and expertise-focused rather than “social network” focused.

    Would also love to see examples others are willing to share — especially around expertise tagging and profile discovery.

Reply
  • 0

    Hi  

    We’ve worked with a lot of different customers on Verint communities across customer, partner, and employee use cases, and this is a topic that comes up often. Most organizations are trying to solve exactly what you described: less “social profile,” more “help me find the right person.”

    A few things we consistently see work well:

    1. Profile fields that actually help members connect
    The most useful fields tend to be:

    • Role / department
    • Product expertise
    • Industry
    • Region/time zone
    • “Topics I can help with”
    • “Topics I want to learn about”
    • Certifications or skill level

    We also have clients pulling profile data in through SSO/CRM integrations so users don’t have to maintain everything manually. Common examples are:

    • Role/title
    • Department
    • Location
    • Product ownership
    • Certification status

    And yes — many clients remove or hide older IM-style fields and replace them with things like:

    • LinkedIn URL
    • Teams handle
    • “Ask me about…” fields
    • Expertise/interests tagging

    2. Searchable fields
    The searchable fields we most commonly see enabled are:

    • Product expertise
    • Role/function
    • Region
    • Certifications
    • “Can help with”
    • Industry/use case

    Members do use profile search, but usually when it supports a clear use case like finding SMEs, peers using the same product, regional contacts, or customer champions.

    That said, in many Verint communities, people also discover experts indirectly through:

    • accepted solutions
    • badges/ranks
    • leaderboards
    • activity widgets
    • topic participation

    3. Driving profile completion
    The approaches we’ve seen work best are:

    What hasn’t worked well:

    • Long bio-style profiles
    • Too many required fields
    • Large open-text sections
    • Asking users to maintain data already available via SSO

    The strongest Verint profile experiences we see are lightweight, searchable, and expertise-focused rather than “social network” focused.

    Would also love to see examples others are willing to share — especially around expertise tagging and profile discovery.

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