Salesforce Service Cloud: Communities
Terms in this set (41)
Communities are branded online spaces in which employees, customers and partners can engage with one another.
Community Implementation Process
Each community should go through a number of phases:
4. Grow & Engage
1. Map out goals
2. Appoint Community Manager
3. Set up Service Cloud features
4. Gather branding assets
5. Decide how to customize/access
1. Create community
2. Define sharing model
3. Make advanced customizations
4. Test community with pilot group
1. Manage members
2. Publish community
3. Marketing the community
Grow & Engage
1. Measure success
2. Facilitate moderation
3. Manage reputation
4. Manage knowledgeable people
5. Iterate (repeat)
2. Show off your thriving, self-sufficient community
Appoint a Community Manager
The community manager is a cross-functional role that connects groups in an organization (products, marketing, support, legal, IT) to ensure the community remains active and achieves its goals.
The Community Manager
1. Sets strategy and measures results.
2. Works cross-functionality to support community.
3. Ensures that community meets business and member needs.
4. Is the voice of the company and the community.
5. Connects people and creates the conditions for relationships to start and grow.
6. Builds engagement and stickiness.
7. Promotes productivity.
8. Manages destructive behavior.
9. Moderates and assigns moderators.
Company goals for a community:
1. Maximize revenue
2. Build loyalty
3. Improve customer satisfaction
4. Reduce support costs
5. Create better products
Customer goals for a community:
1. Get product information
2. Learn how to use products
3. Access customer service easily
4. Make voice heard
Customer Support Community Goals:
1. Learn about new products
2. Learn from other customers
3. Access Knowledge base
4. Resolve support issues
How do Communities work?
They live inside a Salesforce org and allow you to give external members access to subsets of data that is controlled through profiles.
Enabling the Communities Global Header (top-left-hand corner of an app)
The "View Global Header" permission is added when Communities is enabled. Granting this permission allows users to quickly navigate between their internal org and communities.
Enabling the Global Header
1. Only do this for users needing access to their communities on a regular basis, such as community managers or support agents.
Choosing a Domain Name for Your Communities
When you enable communities, you must provide a domain name that will form the first part of the URL for each of your communities, such as "awcomputing"
The domain name will be the same for all communities, but each community can have its own unique URL.
The domain name can not be changed once it is saved.
Custom domains can be designated through Domain Management.
Look and Feel: Templates
-Customer Service (Napili)
-Salesforce Tabs + Visualforce
Lightning Bolt Solutions (formerly Custom Lightning Templates)
Salesforce Tabs & Visualforce Pros
-Some theming options available out-of-the-box for tabs
-Support for all sales, service, marketing and platform features
-Full Force.com platform capability
Salesforce Tabs & Visualforce Cons
-Visualforce is the preferred approach for better customization, yet requires coding capability
-Requires some knowledge of the Force.com platform
Community Builder Pros
-Out-of-the-box targeted at self-service communities
-More CSS styles available
-Great for quick rollout of simple self-service community use case
Community Builder Cons
-Limited to self-service functionality (cases, Knowledge, and Chatter questions)
-Doesn't support other sales, service or platform use cases
-Doesn't have full platform capability
Additional ways to grant access to your community:
-Enable self-registration so that external users can register on their own.
-Enable authentication providers, such as Facebook, so that external users can log into the community without creating an account.
Self-service Customer Community checklist
1. Enable web-to-case
2. Choose template
3. Create community
4. Set up navigational and featured topics
5. Configure guest profile
6. Post community URL to pilot Chatter group for testing
This page gives admins and community managers a central place to monitor the health of their community and its members, as well as administer the community.
Community Management Workspace
is replacing Community Management
Quick link to the Community Builder (only shows if the builder is available with template being used)
Requires an app to use
Quick link to Topic Management, Navigational Topics, Featured Topics, Article Management and Recommendations.
Requires an app to use
Quick link to multiple sections which also includes Reputation Levels and Points
Includes new features, quick links, Help & Training Direct links and Trailhead.
Customizations in the Community Builder
-Topic Trending Articles
-Ask the Community and Contact Support buttons
Admins and Community Managers TO DO
measuring success with the Community Dashboards
is free on the AppExchange
Admins have to:
-install the 2.0 version
-map the dashboards to pages in the community
What is Reputation
Level 1: Newbie
Level 2: Engaged
Level 3: Expert
Reputation gamifies your community and keeps members engaged. Members accrue points by performing the actions with assigned point values. Once the member reaches the top of the level's point threshold, they move up a level.
Examples of tasks and point values
Write a post: 1
Write a comment: 1
Receive a comment: 5
Like something: 1
Receive a like: 5
Share a post: 1
Someone shares your post: 5
Setting up and managing reputation
1. Admins first need to enable setup and display of reputation levels.
2. Then community managers need to set reputation levels and points.
Setting up, discovering and recognizing knowledgable people
1. Admins first need to enable knowledgeable people on topics.
2. Users with questions can then find experts on specific topics and endorse them.
Salesforce1 and Community template
Only use the Salesforce tabs & Visualforce template with Salesforce1
Salesforce1 Mobile Browser
Use the Community switcher to toggle between internal org and community website.
The Chatter tab is divided into three menu options.
Community Builder templates are not supported.