Answer customer questions, cite sources, forward tough cases. Every one is ready to run, and you can adjust it in plain language.
Check for existing replies before answering new help threads.
Matching questions get answers in your public help forum, and your community lead sees what needs a personal reply.
Answer member questions once and flag threads needing personal care.
Keep up with questions on your social posts: clear answers appear in comments, and your community lead gets links for personal follow-up.