Salesforce Community Cloud Consultant
Terms in this set (165)
How do you enable Communities?
What should you consider Once you enable communities?
it cannot be disabled. Enabling communities also permanently turns on the new UI theme and universal header.
What should you consider abour Header Visibility?
- Can be controlled via the "View Global Header" profile permission
- Should only be enabled for users needing to access their communities on a regular basis, such as Community Managers or support agents
- Notify users about the impact on their user interface
What is the Kokua template?
A visually rich, responsive self-service template that let's users search for and view articles, or contact support if they can't find what they're looking for; knowledge and cases supported
What is the Koa template?
A text-based, responsive self-service template that let's users search for and view articles, or contact support if they can't find what they're looking for; knowledge and cases supported
What is the Napili template?
A customizable template for building a responsive, self-service community that lets users post questions to the community, access records such as orders, view articles and create support cases; knowledge, cases, Q&A and custom objects supported
What is the Aloha template?
A configurable, app launcher template, SSO authentication, identity management and connected applications
What is Salesforce Tabs + Visualforce?
Standard structure, supports most standard objects, custom objects and SF1
What are the Pros of Visualforce + Tabs?
- Default themes are effortlessly customizable
- Support available for all sales, service, marketing and platform features
- Complete features of Force.com are accessible
What are the Cons of Visualforce + Tabs?
- Coding knowledge is mandatory
- Requires knowledge of Force.com platform
What are the Pros of Community Builder?
- Out of the box application, targeted at self-service Communities
- More Cascading Style Sheets (CSS) available
- Easier rollout of self-service Community use cases
What are the Cons of Community Builder?
- Limited to self-service functionality (cases, Salesforce Knowledge, and Chatter Questions)
- Doesn't support other sales, service or platform use cases
- Lacks full platform capability
What is a Partner Community?
A business-to-business community that needs access to sales data such as partner relationship management (leads, opportunities, campaigns)
What is a Customer Community?
A business-to-consumer community with large numbers of external users
What is a Customer Plus Community and how does it differ from a Customer Community?
A business-to-business community for support and non-sales scenarios, such as eCommerce (delegated admin, reports and dashboards)
What are the delegated external user administration privileges?
- Create external users
- Edit external users
- Reset passwords for external users
- Deactivate existing external users
What should you consider when setting up delegated external user administration?
- You can also grant delegated administration rights using permission sets.
- On the profile you're granting delegated administration rights to:
* Add the "Create" and "Edit" permissions on contacts so that delegated administrators can create and update contacts related to their account.
* Set the Accounts and Contacts tab settings to Default On so that delegated administrators can view the Accounts and Contacts tabs and easily manage contacts related to their accounts.
* Add the Accounts and Contacts tabs to your community.
* Set field level security and page layouts so that delegated external user administrators can access only the account and contact fields you specify.
How do you enable Community Zones?
Setup>Customize>Idea>Idea Zones - Chatter Answer and Ideas
What are zones?
Zones organize ideas and questions into logical groups, with each zone having its own focus and unique ideas and questions. Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. Professional Edition organizations can have only one internal zone. All other editions can have up to 50 zones shared between Ideas, Answers, and Chatter Answers.
What can you do in Community Settings?
- Enable Partner Super User Access
- Enable report options for external users
- Moderation applies to all feed posts regardless of where they are visible
- Moderation rules can be configured for internal users' feed posts on records
- In Salesforce1, support links to Visualforce pages from community pages made using Visualforce
What sections are included in the Community Manager?
Dashboards, Engagement, Moderation, Topics, Recommendations, Reputation, Administration
What Dashboards are available in the Community Manager?
Overview, Members, Activity, Group, Topics, Content, Moderation, Self Service, Search, Settings
What are Community Dashboards?
Dashboards in Community Management map to dashboards in your internal org. Select dashboards to display in the Dashboards section. The dashboard you map to Home appears on your Community Management Home page. Expand the Dashboards section to view each mapped dashboard page. You can choose to show any dashboards you have access to, however, keep in mind that the selected dashboards need to be accessible to the community managers for this community. Either select dashboards from Public folders or ensure that they are shared with the appropriate people before you select them.
What can you find in Community Manager>Engagement?
Adoption, Activity, Groups, Topics, Files, Self Service, Settings
What is Community Engagement?
Insights pages map to report folders in your internal org. Enter a label for each Insights page and then select the report folder that you want to map to the page. Expand the Engagement section to view each mapped Insights page. Insights pages display the reports included in the mapped folder. To add or delete Insights reports from your page, add or remove the reports from the folder in the Reports tab in your organization. Make sure that your community managers have access to the reports you've selected.
What can you find in Community Manager>Moderation?
Overview, Flagged, Pending, Members, Audit Trail, Content Criteria, Member Criteria, Rules
True/False: If your community uses the Customer Service (Napili) template, moderation rules apply to questions and group posts created by your community members. If your community uses Salesforce Tabs + Visualforce, moderation rules can also run on publisher actions.
True/False: You can also use the Metadata API or Tooling API to set up content rules.
What are some things to keep in mind about Content Rules?
- Your org can have up to 30 rules. This limit is per org, not per community. This limit includes both content rules and rate rules.
- Each content rule can have up to 3 keyword criteria and 10 member criteria.
- Rules that block content run first, followed by rules to review and approve content, then rules that replace content, and last by rules that flag content. If two or more rules perform the same action, the oldest rule runs first, based on the date the rule was created. Rules to replace content don't run when the content also applies to a review rule—we want community managers to review the original content.
What are Rate Rules?
Create and modify rate rules to monitor and limit how frequently member-generated content is created in your community. Rate rules protect your community against spammers and bots that attack your community by posting the same message multiple times in a row. You can create rate rules to notify your moderators of suspicious spammer-like behavior or freeze a member on the spot.
What two actions do rate rules control?
Notification and freeze. You can set up your rate rule for both actions or just one. You can apply the rule to: posts, comments, files, and private messages. In communities that use the Customer Service (Napili) template, this includes questions and answers.
What are some things to keep in mind about Rate Rules?
-Your org can have up to 30 rules. This limit is per org, not per community. This limit includes both content rules and rate rules.
-Each rate rule can have up to 10 member criteria.
True/False: Create and modify member criteria to use in community moderation rules. Target specific groups of members based on their user profile, user type, user creation date, or whether they've posted or previously commented in the community. Use member criteria in your rules to help pin-point specific use-cases, like reviewing posts only from your customer users who were created in the last 7 days.
What are some things to keep in mind about Member Criteria?
-Your org can have up to 100 member criteria. This limit is per org, not per community.
-Each member criteria can include up to 100 user conditions.
How can you moderate flagged files?
- Access the Flagged Files Insight report directly from the Community Management Moderation Overview page.
- Use a preconfigured Insights report in Community Management.
- Use the Flagged Files report provided in the Salesforce Communities Management package. This report lets you see the name of the flagged file, who created it, who flagged it, and how many flags the file has. You can click a link to open the file and review the content. Then you can remove the flag or delete the file. You can also select multiple items at once.
* To get this report, install the Salesforce Communities Management package from the AppExchange. For more information, see Report on Communities with the Dashboards and Insights Package.
- Moderate using a custom list. You can expose a list of flagged files using the Chatter REST API or ConnectApi in Apex.
- Moderate directly within context of the community by removing flags or deleting content on the file detail page.
How do you use Content Criteria?
- View and create content criteria to enforce moderation rules.
For example, you can create separate criteria for similar content, such as one keyword list for curse words and one for slang words.
How do you use Member Criteria?
- View and create member criteria to enforce moderation rules.
For example, create member criteria for customer users without community contributions, then use that criteria in a rule to review and approve their first post.
How do you use Moderation Rules?
- View and create rules to moderate member-generated content.
* Before creating a rule, make sure you've created criteria to use in that rule.
Topic Management, Navigational Topics, Featured Topics, Article Management
Click New to create topics or Merge to combine them. To rename or delete a topic, click the pencil icon.
The options you see depend upon your permissions.
Topics help you organize information in a community. If the community doesn't contain any topics yet, click New to create them.
Organize content for your community members by adding navigational topics to the community navigation menu and assigning articles to them using data categories.
You can add up to 25 topics at level 1 (parent topics), up to 10 topics at level 2, and up to 10 topics at level 3.
Featured topics are displayed prominently on your site's home page. You can have a maximum of 25.
Use topics to organize articles in your community. Search for articles, or filter by data categories, and assign topics.
Nested Topics - what is the maximum number of topics you are able to create for each level?
Level 1 = 25, Level 2 = 10, Level 3 = 10
What is located in the Recommendations section of the Community Manager?
Recommendations and Audiences
Create recommendations for your community to help drive engagement. Encourage users to watch videos, take training, sign up for events, and more.
Select a recommendation channel to tie recommendations together so they appear in the same locations in the community. If you select Default Channel, recommendations appear in predefined locations in your template. If you select a custom channel, you can specify new locations for those recommendations using Community Builder.
Create and modify audiences that receive recommendations in your community. Target specific community members with recommended content and calls to action.
What is located in the Reputation section of the Community Manager?
Reputation Levels and Reputation Points
Promote activity in your community by setting up Reputation Levels. Users can move up levels by accumulating points.
Members earn or lose points based on these events. Points determine a member's reputation level.
What is located in the Administration section of the Community Manager?
Members, Tabs, Branding, Login&Registration, Emails, Preferences, Pages, Settings
All users with the selected profiles OR permission sets are members.
Select the tabs to include in this community. These tabs show in communities using the Standard Tabs + Visualforce template and determine community navigation in Salesforce1.
Select the branding to apply to this community. The selected options show in communities using the Standard Tabs + Visualforce template. Some options, such as Header Background Color, also apply to the Login page and in Salesforce1.
Configure page assignments for your community. Use the default page or override it with a custom Visualforce or Community Builder page.
URL for Community, see Status of the Community, Activate Community and change the Template
Branding Editor, Page Editor, Page Manager, Settings
General, Theme, Languages, Advanced, Updates, Developer
Export your customized template or pages and use them to jump-start new communities, or package and distribute them for others to use. Save time by building once, then reusing.
Why would you enable Partner Super User Access?
Enable for Partner and Customer Plus Community licenses. Let's users access more data and records regardless of sharing rules and OWD
- Data owned by other partner users belonging to same account with same role or below
* Available for Cases, Leads, Custom Objects and Opportunities
- Enabled in Community Settings
When would you create a Standard Page?
Based on blank layout or preconfig page (appear under My Pages)
When would you create an Object Page?
For a detail, a list or a related list page associated with one of your Salesforce objects
True/False: Pages based on a default template page appear under its page variation section
True/False: Use Navigation menu component to create custom navigation nodes for new pages
How do you manage visibility on page variations?
Select profiles you want and then "Publish Visibility Changes"
What objects support External Org-Wide Defaults?
- Accounts (and associated contracts and assets)
- Custom Objects
True/False: External OWD must be more restrictive than internal OWD
What can a Portal Super User do?
- View, Edit and Transfer all cases
- Create Cases for Contacts
- View and Edit all Contacts, whether Community related or not
- View Account details when they're the Contact on a Case
- Report on all Contacts with "Run Reports" Permission
What do Sharing Sets do?
- Grant access to Accounts, Contacts, Cases, Service Contracts, Users and Custom Objects
- Can be used with:
* Authenticated Website
* Customer Community User
* Customer Community Login User
* High Volume Customer Portal
* High Volume Portal
* Overage Authenticated Website User
* Overage High Volume Customer Portal User
- A sharing set grants high-volume users access to any record associated with an account or contact that matches the user's account or contact.
What is User Sharing used for?
Enables you to show or hide an internal/external user from another user in your org
What does a Share Group do?
Share groups allow you to share records owned by high-volume community users with internal and external users in your communities.
What are High-Volume Users?
- High-volume users are limited-access users intended for organizations with many thousands to millions of external users
- High-volume users don't have roles
What are Authenticated Website Users?
- Platform portal users have the Authenticated Website license, which is designed to be used with Force.com Sites. It gives named sites users unlimited logins to your Platform - Portal to access customer support information.
What does an "Active" status mean for your Community?
Discoverable by Members
What does a "Preview" status mean for your Community?
Members with Login URL can view community
What does an "Inactive" status mean for your Community?
Only Users with "Create and Setup Communities" Permission can view
What is the benefit of Portal User Visibility?
Portal users in the same customer or partner portal account can see each other, regardless of the organization-wide defaults.
What does Community User Visibility do?
Allows Users to see each other
How do you set up Multi-Language capabilities in Communities?
Language will be determined by the language set on a User's Profile. Select the available languages in the Setup Menu and drag the Language Picker onto the Community Template
Users can add the language picker component to select their preferred language on the Community Page.
To report on moderation activity in your communities, you can use....
- Audit Trail Insights
- Create a custom report type using Networks as a primary object
What can you do with Head Markup and where do you go to do it?
- Add SEO meta tags
- Add references to external JS files
- Add Custom JS blocks
- Add Google Analytics
*Community Builder>Settings>Advanced>Head Markup
Partner Community or Customer Plus Community User limit to avoid performance degradation.
Customer Community User limit to avoid performance degradation.
With Communities moderation you can:
- Designate specific users as moderators so that they can closely monitor the community
- Allow members to flag posts, comments, files, and messages that are inappropriate or spam
- Allow moderators to review and act on flagged items, such as deleting a post, comment, or file
- Allow group owners and managers to moderate within their groups
- Create rules and criteria to automatically block, flag, replace keywords in member-generated content, such as posts or comments
- Create rules to review and approve content from specific members
- Track flagging and moderation activity within your community
What can you do with Community Moderation Criteria?
You can create criteria that define keywords or groups of members. Then that criteria can be used in rules to moderate member-generated content, such as posts and comments.
How can you integrate Google Analytics?
- Community Builder > Settings > Advanced > Google Analytics Tracking
- Community Builder > Settings > Advanced > Edit Head Markup
Where can you limit file size and type?
When a member posts more than one file to the community within a 15 minute window and if more than 5 files are posted to the community within 15 minutes how would you freeze their account?
Using a Rate Rule in the Community Manager
What are the Social Sign-On Authentication providers?
- Open ID Connect
- Microsoft Access Control Service
How do you enable Social Sign-On within your community?
Select the Auth Provider from the pre-built connectors under Auth Providers within the setup menu and then go into Community Manager to enable them
Your company has provided you with a list of 'Bad Words' that they would like community users prevented from posting in the community. What do you use to achieve this?
Content Criteria & Content Rules
How would you ensure any Community members without Community contributions are moderated by the Community Manager?
A company wishes to use their own URL for their community to maximize the brand impact to customers. How would you do that?
How do you activate your community?
Community Manager > Administration > Settings and Activate the Community
What must you do to make articles visible to external users?
Check "Customer" or "Partner" sharing on the Knowledge Article
What must you enable at the User level to ensure External Users are able to view Knowledge?
Assign the "Knowledge One" Permission Set
How do you get the latest version of the community template?
Update your Template to the latest version in Community Builder.
What declarative Community Branding features are available in the Community Builder?
Overlay Color, Header Fonts, Company Logo
How do you expose content publicly on a Community? (Public Access Settings)
Community Builder>Settings>hyperlink to Guest User Profile
Content Criteria can list up to how many 'bad words' each?
How many keyword list criteria can an org have?
You can create content rules that...
block, replace, flag, or allow you to review and approve member-generated content
Where does your reputation level appear?
Profile page and when any user hovers over your name
What is the maximum number of portal roles that can existing in an organization?
What are the stages of the Community Roll-out framework?
Prelaunch>Build>Launch>Grow & Engage>Maturity
What activities take place in the Prelaunch Stage?
- Map out goals
- Appoint a Community Manager
- Set up Service Cloud features
- Gather branding assets
- Decide how to customize/access
What activities take place in the Build Stage?
- Create the Community
- Define the sharing model
- Make advanced customizations
- Test the Community with a pilot group
What activities take place in the Launch Stage?
- Manage members
- Publish the Community
- Market the Community
What activities take place in the Grow and Engage Stage?
- Measure success
- Facilitate moderation
- Manage Reputation
- Manage Knowledgeable People
What activities take place in the Maturity Stage?
- Show off your thriving, self-sufficient Community
What does a Community Manager do?
- Sets strategy and measures results
- Works cross-functionally to support a community
- Ensures that a Community meets business and member needs
- Is the voice of the company and the Community
- Connects people and creates the conditions for relationships to foster
- Builds engagement and stickiness
- Promotes productivity
- Manages destructive behavior
- Moderates and assigns moderators
What are Force.com Sites?
Force.com Sites enables you to create public websites and applications that are directly integrated with your Salesforce organization—without requiring users to log in with a username and password. You can publicly expose any information stored in your organization through a branded URL of your choice. You can also make the site's pages match the look and feel of your company's brand. Because sites are hosted on Force.com servers, there are no data integration issues. And because sites are built on native Visualforce pages, data validation on collected information is performed automatically.
What is Site.com Studio?
Site.com Studio provides a dedicated site-building environment for site administrators and designers. Using the many features available, you can:
- Create page templates to base your site pages on.
- Create site pages.
- Import assets, such as images and files.
- Edit the site's style sheet or create new style sheets.
- View and edit a page or template.
- Add page elements to your site pages to provide features and functionality.
- Use data services to connect to Salesforce objects to retrieve and display, or to submit data.
- Create custom widgets that you and other users can reuse throughout the site.
- Create a multilingual site that lets site visitors choose their preferred language.
- Create events to add interactive and animated effects to your website.
- Add IP restrictions to control site visitors' access to the pages, page templates, folders, and assets in your site.
- Add URL redirects to inform users and search engines if site content has moved.
- Create folders to organize your site content.
- Preview your site or generate an anonymous preview link to send to other users.
- Manage the domain information for your site.
- Publish your recent changes to the live site.
- Duplicate, import, and export sites.
For a Community built with Tabs + Visualforce, what is the best way to access the Community using iOS and Android devices?
Android & iOS users should download the Salesforce1 app and access the community through the Salesforce1 switcher.
For a Community built with a template, what is the best way to access the Community using iOS and Android devices?
Use your browser to access the Community.
What is the best way to modify and manage the Community using iOS and Android devices?
You cannot administer the Community on a mobile device; it must be done on a laptop/desktop computer
How would an admin add a partner to an existing community?
Enable the relevant Account as a Partner Account and enable the correct contacts as Partner Community Users
How would an admin add a customer to an existing community?
Add the Member Profile to the Community then Navigate to the Contact Record and Enable the Contact as a Community User
How can you maximize engagement within your community?
Reputation points and levels, Measure Community Success and Establish Etiquette rules
What template is an app launcher with SSO?
To help in setting up a Custom Domain for a Customer Community so that the community URL looks like it is hosted on the company website what type of record will you need to add to the DNS in order to achieve this?
What permission(s) would you assign a community manager?
Create and Setup Communities
What are the steps required to set up Community Self-Registration?
Enable Self-Registration in the Community Manager and modify the Communities Self-Registration APEX controller with the correct Account ID
Your company has asked you to leverage Salesforce for their new customer community and wish to ensure that it is mobile ready which template(s) can you leverage to support this requirement?
You want to make sure that you drive adoption, monitor engagement, and build a vibrant community. What should an Administrator do to achieve this?
Install the Communities Reports and Dashboards package from the AppExchange
What features are you able to take advantage of in the Topic Management section of the Community Manager?
Create, Merge, Rename and Delete Topics
When allowing external users to Create and Edit reports, what important step must your complete first?
Enable the Enhanced Sharing Model
How is visibility to Articles Types controlled for Community Members?
How do you setup Reputation?
Setup > All Communities > Manage > Administration > Preferences > Enable Setup and Display of Reputation Levels
New in Winter '17>Better Search Results
Boost web presence with URLs that improve search results for feeds, question posts, articles, and topics. Improve page and event tracking by adding your Google Analytics ID in Builder.
New in Winter '17>Builder Enhancements
Edit communities more easily with a streamlined page creation process, an improved property editor, a simplified header, and an enhanced rich content editor for text, images, and video.
New in Winter '17>Group Engagement and Announcements
Drive collaboration with a customizable dashboard of group engagement. Display group announcements at the top of the feed. Notify group members by email and Salesforce1. Post questions in groups.
New in Winter '17>Custom Page Layouts for Groups (BETA)
Rearrange components on the group detail page layout. Use record types to enable various layouts and components for different groups.
New in Winter '17>Search, Topic Notifications, and Advanced Moderation
Monitor search activity using Community Manager dashboards. Get email notifications for new posts on topics. Review and approve posts and comments, flag spam, and take action in Community Manager. Receive moderation notifications.
New in Winter '17>Feed and Profile Enhancements
Add rich text, inline images, and code snippets to feed comments. Include profile pictures. Track comment views. Customize labels to identify community members. Question and post publisher is optimized for mobile.
New in Winter '17>Files List Component Now Supports Libraries
Files List now supports content libraries and works on mobile devices.
New in Winter '17>More CRM
We've added support for Salesforce Connect for access to external objects, sales path, email composer, work orders, work order line items, service appointments, assets, products, shared contacts, and my tasks.
New in Winter '17>Reports and Dashboards
Include reports and dashboards in community pages.
New in Winter '17>Themes and Custom Community Branding
Give your community a stunning visual identity with custom theme layouts, including the ability to swap search and user profile components.
What is Salesforce Connect?
Salesforce Connect provides seamless integration of data across system boundaries by letting your users view, search, and modify data that's stored outside your Salesforce org. For example, perhaps you have data that's stored on premises in an enterprise resource planning (ERP) system. Instead of copying the data into your org, you can use external objects to access the data in real time via web service callouts.
How do you edit Community Pages?
- Go to Community Builder>Page Editor
- Drag Lightning Component onto Page
How do you edit a component?
Select it on the main page canvas or on the page structural tab
Where can you browse a selection of custom Lightning component on the AppExchange and add them directly to your org?
True/False: Communities leverage Force.com Sites technology to set a custom domain for your organization and a URL prefix for each community created in your org if you want to further customize your community beyond what's available in setup, you can use Force.com Sites or Site.com to create customized pages
True/False: Communities can have a combination of Visualforce and Site.com Pages. By default, the pages you create don't require login, but you can add Authenticated pages if needed
Under Community Management>Administration>Pages, what are you able to do?
- Go to Force.com to create pages that don't require login, or edit out of box error pages
- Go to Site.com Studio to create public/branded pages, as well as Authenticated pages that require login
After you create a public page in Site.com Studio, what must you do?
You must publish it to allow users to access the page.
Are Lightning Component Tabs supported in communities?
What can Chatter Free users see?
They can only see the Chatter tab.
What does changing from Salesforce Tabs + Visualforce to a template do to your tabs?
Changing from Salesforce Tabs + Visualforce to a template removes all tabs from your Community.
If members don't have access to the community landing tab, what do they see?
The first tab that they have access to. If they don't have access to any tabs, they see the Home tab
True/False: When User Sharing is on, you can choose which other users community users can see by default.
True/False: The initial default is to allow community users to be seen by all other internal and external users in communities they are a member of. You can change the default to allow external users in communities to be seen only by themselves and their superiors in the role hierarchy.
What is the maximum number page views by unauthenticated users in Enterprise Edition?
What is the maximum number page views by unauthenticated users in Unlimited Edition/Performance Edition?
When is Visualforce is a good option for your community?
When you need a heavily interactive community.
What does Partner Relationship Management control?
Groups, Sharing Rules and Partner Role Hierarchy
What is the Partner Role Hierarchy?
What is a Channel Manager?
An internal user in charge of partner relationship management.
True/False: Partners at a given role level can view and edit data owned by or shared by users below them, regardless of the sharing model
What is the default number of partner roles?
True/False: Each role includes the partner account name as a part of the role name
What can you do with Super User Access?
You can access data owned by other users belonging to the same role or those below in the hierarchy
Where do you go to enable partner relationship management?
What does the option "Preview in Different Devices " allow?
It allows you to see how the Community appears on different devices like Phone, Tablet and Fluid