How do you handle wrong answers?

I would ensure the correct reply is the one marked as answer. 

And I would take the approach to add a reply to correct the wrong answer, then use the highlight function in moderator view to visually differentiate that reply. 

And I would consider something I often do: edit the reply with something like:

Moderator Edit: This recommendation is incorrect. Customer Service cannot assist with ____ and it is recommend you always follow the steps in the marked answer from {username}

I agree what ​@DannyPancratz said.

But. We dont edit the comment where is wrong the info, we just reply to the topic and mark it as a Best answer.

Thanks ​@DannyPancratz and ​@revote, I was sure that I would get valuable insight here 😊 We’ve not edited comments in the way Danny mentioned but that is surely an interesting approach 😊

Oh, another viewpoint to this came to my mind. What if there’s no right answer? 😅 Sometimes cases can be, “you could do this and that and if else, please try those...”.  This is what happened in our case, and is actually the case for us quite often especially if the community member is using a device that is not that familiar to us.

I guess the best practice would to make sure to have a best answer that at least guides the members to the right direction…. 😊

+1 😊

We will always correct a wrong answer by replying with a/the right answer. If another community member hasn't already done so, ours are quite vocal in that way :D 

We also make sure that the marked answer is one that contains the right answer.

For cases where there is no final answer or solution, we at least try to guide the user in the right direction. And being clear about our limitations in the matter. Letting them know what we do and do not support, offering suggestions for paths to take, things to try.

The end goal, then, is a user who knows what to do next. Even if that is not the end of their question or problem.