Salesforce Communities User manual

Getting Started With

Communities

Salesforce, Winter ’17

@salesforcedocs

Last updated: December 20, 2016

©

Copyright 2000–2016 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.

CONTENTS

INTRODUCTION TO SALESFORCE COMMUNITIES

. . . . . . . . . . . . . . . . . . . . . 1

PLAN YOUR IMPLEMENTATION

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Prerequisites

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Supported Browsers for Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Access Communities in Salesforce1

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

SET UP YOUR FIRST COMMUNITY

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Enable Salesforce Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Set the Default Number of Community Roles

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Enable Super User Access in Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Grant High-Volume Community Users Access to Records

. . . . . . . . . . . . . . . . . . . . . . 13

Enable the Global Header for Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Create Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Add Members to Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

How do I update community membership using the API?

. . . . . . . . . . . . . . . . . . . . . . 20

Add Tabs to Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Tabs vs. Community Builder

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Choose a Landing Tab

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Brand Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Customize Login, Logout, and Self-Registration Pages in Your Community

. . . . . . . . . . . . . . . 25

Brand Your Community’s Login Page

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Customize Your Community’s Login Experience

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Redirect Community Members to a Custom URL on Logout

. . . . . . . . . . . . . . . . . . . . . 29

Use Custom Change Password and Forgot Password Pages in Your Community

. . . . . . 29

Set Up Self-Registration for Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Create Person Accounts for Self-Registering Users

. . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Customize Email Sent from Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Determine User Visibility in Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Show Nicknames Instead of Full Names in the Community

. . . . . . . . . . . . . . . . . . . . . . . . . 36

Enable Public Access to a Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Use Custom Visualforce Error Pages for Authenticated Users

. . . . . . . . . . . . . . . . . . . . . . . 38

Limit Files in Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Create a Custom Robots.txt File for Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Create Communities Users

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Enable Cases for Communities Users

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Grant Super User Access to Partner Users in Your Community

. . . . . . . . . . . . . . . . . . . 44

Grant Super User Access to Customer Users in Your Community

. . . . . . . . . . . . . . . . . 44

Activate Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Contents

Community Management

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Manage Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Dashboards and Insights

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Moderation

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Topics

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Recommendations

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Reputation

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

PLAN YOUR COMMUNITY DESIGN STRATEGY

. . . . . . . . . . . . . . . . . . . . . . . 87

Customize Community Pages

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Choosing Between Community Builder and Force.com Sites

. . . . . . . . . . . . . . . . . . . . 87

Use Visualforce and Force.com Sites

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Use Community Builder with Templates

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Use Community Builder (Site.com) Without Templates

. . . . . . . . . . . . . . . . . . . . . . . . . 98

Override Default Pages in Your Community with Custom Pages

. . . . . . . . . . . . . . . . . . . . . 113

Add the Global Search Box to Your Customized Community HTML Header

. . . . . . . . . . . . . . 116

Configure a Custom Domain for Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Rename the Chatter Tab

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

SECURITY & AUTHENTICATION

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Authenticate Community Users

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Configure SAML for Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Configure Authentication Providers

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Configure Authentication Flows with OAuth

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

ENABLE ADDITIONAL FEATURES

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Enable Integrations in Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Enable Chatter Questions in Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Set Up Question-to-Case in Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Enable Chatter Answers in Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Enable Ideas in Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Enable Salesforce Knowledge in Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Set Up Approvals for External Users in Your Community

. . . . . . . . . . . . . . . . . . . . . . . . . . 132

Enable Leads for Partner Users

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Set Up Report Management for External Users—Create and Edit Reports

. . . . . . . . . . . . . . . 134

EDUCATE YOUR USERS ABOUT COMMUNITIES

. . . . . . . . . . . . . . . . . . . . . 136

Share Personal Contact Information Within Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . 136

Navigate to Your Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Search Behavior in Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Reset An External User's Password for Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

APPENDICES

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Who Can See What in Communities

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Contents

Communities Limits

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Maximum Number of Communities Limit

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Communities Usage Limits

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Communities User Limits

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Portal Roles Limit

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Communities Groups Email Limit

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Person Account Communities User Limits

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Communities Report and Dashboard Limitations

. . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Communities Moderation Limits

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

INDEX

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

INTRODUCTION TO SALESFORCE COMMUNITIES

Communities are branded spaces for your employees, customers, and partners to connect. You can customize and create communities to meet your business needs, then transition seamlessly between them.

Communities are a great way to share information and collaborate with people outside your company who are key to your business processes, such as customers or partners.

You can use Communities to:

•

Drive more sales by connecting your employees with your distributors, resellers, and suppliers

•

Deliver world-class service by giving your customers one place to get answers

•

Manage social listening, content, engagement, and workflow all in one place

You can create multiple communities within your organization for different purposes. For example, you could create a customer support community to reduce support costs, or a channel sales community for partner deal support, or you could have a community dedicated to an upcoming event.

Communities can be based on standard Salesforce functionality and tabs, or on one of our preconfigured templates. Communities may contain a subset of features and data available in your internal Salesforce organization and can be customized to use your company branding. In addition, you can choose which members from your company and which customers, partners, or other people outside your company can join.

Communities live inside your org and can be easily accessed from the global header using the drop-down menu in the top left corner of Salesforce or in the Salesforce1 Mobile Browser App. Use this menu to switch between your communities and your internal Salesforce org.

1

PLAN YOUR IMPLEMENTATION

It helps to make a few key decisions well in advance of setting up your community and customizing it.

•

Determine the business requirements of the community. What types of users are you creating the community for? You could start by identifying the main use cases you want to support, such as customer support, self-service, or marketing.

•

Estimate the size of the community. This will help determine your licensing requirements.

•

Decide if you want your community content to be publicly available to guest users without licenses

•

Plan the look-and-feel of your community and then evaluate the available customization options. With Communities, you have the following choices:

–

Use Visualforce to customize the out-of-the-box community tabs: Communities comes with some out-of-the-box branding themes that you can use along with standard Salesforce tabs in your community. In addition, you can use Visualforce to extensively customize your community’s appearance and leverage all the capabilities of the Force.com platform. This option requires programming capabilities.

–

Use Community Builder with templates: Community Builder comes with rich, stylized templates for communities targeted at customer support scenarios. Templates offer easy customization via an intuitive GUI and allow for a quick rollout of your community with minimal configuration in Site.com. This option doesn’t require programming experience or knowledge of the

Force.com platform. Need help deciding on a template? Check out the template comparison

.

For more information about these options, see Choosing Between Community Builder and Force.com Sites

•

Determine if any of the community limits will affect your implementation.

Compare Features Available in the Community Templates

Thinking about using a template to build your community? There are major differences between the features available in each community template. Before you decide on which template to use, compare them.

Feature Comparison

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

Koa Kokua Customer

Service (Napili)

Salesforce

Tabs +

Visualforce

All Salesforce

Objects

Accounts

Campaigns

Cases

Community

Builder

2

Plan Your Implementation

Koa

Community Discussions

Contacts and Shared

Contacts

Contacts to Multiple

Accounts

Custom Objects

Customizations using

Lightning Components

Customizations using

Visualforce

Salesforce Knowledge

Required

Knowledgeable People

Leads

Notes

Opportunities

Optimized for Mobile

Orders

Question-to-Case

Recommendations

Reputation

Topics

Trending Articles

Kokua

Required

Objects Supported by Out-of-the-Box Components and Pages in Community Templates

Customer Service

(Napili)

Salesforce Tabs +

Visualforce

Recommended Recommended

Objects Supported by Out-of-the-Box Components and Pages in

Community Templates

Check out the list of all the objects supported by out-of-the-box components and pages in Community Builder-driven templates.

When we talk about supported objects in templates, we mean that you can use our out-of-the-box components on the object pages, as detailed here.

API names are indicated in parentheses.

3

Plan Your Implementation

Account (Account)

Activity History (ActivityHistory)

Approval History

(ProcessInstanceHistory)

Approval Process Work Item

(ProcessInstanceWorkitem)

Approval Step

(ProcessInstanceStep)

Asset (Asset)

Campaign (Campaign)

Campaign Member

(CampaignMember)

Case (Case)

Contact (Contact)

Custom Objects

Dashboard (Dashboard)

Email Message (EmailMessage)

Event (Event)

External Objects

Group (CollaborationGroup)

Lead (Lead)

Note (Note and

NoteAndAttachment)

Open Activity (OpenActivity)

Opportunity (Opportunity)

Opportunity Contact Role

(OpportunityContactRole)

•

•

Headline

Record Banner

• Record Detail

• Record Information

Tabs

• Related Records

•

•

Objects Supported by Out-of-the-Box Components and Pages in Community Templates

Navigation Menu

Object Home Page

•

•

Create Record Button

Create Record Form

4

Plan Your Implementation

Opportunity Product

(OpportunityLineItem)

Opportunity Team Member

(OpportunityTeamMember)

Product (Product2)

Report (Report)

Service Appointment

(ServiceAppointments)

Shared Contacts

(AccountContactRelationship)

Task (Task)

User (User)

Work Order (WorkOrder)

Work Order Line Item

(WorkOrderLineItem)

•

•

Headline

Record Banner

• Record Detail

• Record Information

Tabs

• Related Records

•

•

Customer Service (Napili) Template—Community Setup

Checklist

Navigation Menu

Object Home Page

•

•

Create Record Button

Create Record Form

Note: To be searchable in communities, objects must be searchable in Lightning Experience and supported in community templates.

Customer Service (Napili) Template—Community Setup Checklist

Building a community is the result of research, mapping of goals, and defining your audience. At the same time, you must have all your ducks in a row so the actual implementation process is seamless. You know your org best, but use this general checklist to help you organize what you need for a community using the Customer Service (Napili) template.

Have you considered everything on these lists?

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

Before you begin:

Gather your branding assets:

High-resolution image of your company logo

Color scheme (or an image to upload to automatically generate one)

5

Plan Your Implementation Customer Service (Napili) Template—Community Setup

Checklist

Image to use as a header

Thumbnail images (385x385 pixels), if you’re using

Featured Topics

In your internal Salesforce org:

Enable Salesforce Communities . Choose a unique URL that works for your business, because you can’t change it after it’s been set.

Set up email templates for any communication between the community and its members (welcome email, resetting password email, and so on).

Enable the Global Header for Communities

for the system administrator profile and any other profiles that can access your community from the internal org.

Enable any Service Cloud features you plan to use in the community, such as Salesforce Knowledge.

Review profiles and add permission sets as needed.

Set up Web-to-Case.

If you’re using Salesforce Knowledge:

Review your data categories .

Enable feed tracking for your Knowledge article types.

As You’re Making Your Community:

In your internal Salesforce org:

Add members to your community .

Configure the Guest User Profile (access using Community Management or the Community Builder):

Give read and create permissions for the case object.

If using Salesforce Knowledge, give guests access to your data categories.

In Community Management:

Set up navigational topics and subtopics

, and associate articles to each topic.

Set up featured topics and associated images

Download the latest Salesforce Communities Management

from the AppExchange.

Set up moderation criteria and rules .

Enable and set up reputation .

In Community Builder:

Customize your community to match your company’s branding

.

Add standard and custom Lightning components to customize their design and content .

After Making Your Community

Set up an internal Chatter group for feedback, and invite people to take a test drive while the community is still in preview mode.

Incorporate their feedback, and then

publish your community .

Seed the community with some initial content: welcome posts, groups, and relevant or fun articles.

6

Plan Your Implementation Prerequisites

Prerequisites

Before you enable Communities:

•

Ensure that your organization has Communities licenses. From Setup, enter

Company Information

in the

Quick Find box, then select Company Information. Your licenses are listed near the bottom of the page.

•

Enable the global header for employees or internal users in your organization that you plan to add as members of your community.

The global header lets you easily switch back and forth between your internal organization and your community. Note that the global header introduces some navigation and look-and-feel changes that will be unfamiliar to your users, so plan to alert them ahead of time.

Supported Browsers for Communities

Communities browser support varies by the device on which you access the community and the community template.

Salesforce Tabs + Visualforce

Communities that use the Salesforce Tabs + Visualforce template are supported on desktop devices on all the browsers supported by Salesforce. These communities are also

accessible from Salesforce1 apps.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

Koa, Kokua, and Customer Service (Napili)

Communities that use the Koa, Kokua, and Customer Service (Napili) templates are supported in the following browsers.

On Desktop Computers

Platforms

Apple

®

Mac OS

®

Desktop

Microsoft

®

Windows

®

Desktop

Apple Safari

(Latest Version)

Google Chrome

™

(Latest Version)

Microsoft

®

Internet

Explorer

®

11

Microsoft

®

Edge

(Windows

®

10 only)

Mozilla

®

Firefox

®

(Latest Version)

7

Plan Your Implementation

On Mobile Devices

Platforms

Android

™

Phone and

Tablet iOS Phone and

Tablet

Windows

®

8 Phone

Windows

®

10 Phone

Apple Safari

(Latest Version)

Google Chrome

™

(Latest Version)

Microsoft

®

Internet

Explorer

®

11

Access Communities in Salesforce1

Microsoft

®

Edge

(Windows

®

10 only)

Mozilla

®

Firefox

®

(Latest Version)

Access Communities in Salesforce1

Accessing communities from the Salesforce1 mobile app depends on several factors, including the type of template used to create the community and the licenses and permissions of community members.

EDITIONS

Available in: Salesforce

Classic

Grant the Necessary Permissions

Make sure that community members can access Salesforce1:

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

•

Verify that Salesforce1 is enabled for your org (default) or enable it. From Setup, enter

Salesforce1

in the

Quick Find

box, then select Salesforce1 Settings.

•

Set up access to the Salesforce1 mobile browser app for external users in your community. On each external user record, select

Salesforce1 User. (When the mobile browser app is enabled for your internal org, only internal users are automatically assigned the Salesforce1 User setting.)

Without this setting, community members must append

/one/one.app

to the community URL (for example, https://universaltelco.force.com/customer

/one/one.app

) to access the community via Salesforce1 from a supported mobile browser.

•

Allow community access via the Salesforce1 downloadable apps by granting the “API Enabled” profile permission to external users with communities licenses.

Communities Using the Salesforce Tabs + Visualforce Template

Communities that use the Salesforce Tabs + Visualforce template are supported in all the Salesforce1 apps. Internal users use the switcher at the top of the Salesforce1 navigation menu to access their communities. External users see this menu when they belong to multiple communities and can use it to switch between communities. This switcher automatically populates with the communities the user has access to, so no additional setup is required.

8

Plan Your Implementation Access Communities in Salesforce1

Type of User Salesforce1 Mobile Browser

App

Salesforce1

Downloadable App for iOS Devices

Salesforce1 Downloadable

App for Android Devices

Users with standard

Salesforce licenses

Internal org users who are also in a community

Log in to Salesforce from a supported mobile browser. Then use the switcher at the top of the

Salesforce1 navigation menu and select a community.

Log in to the app. Use the switcher at the top of the

Salesforce1 navigation menu and select a community.

Log in to the app. Use the switcher at the top of the

Salesforce1 navigation menu and select a community.

External users with the following community

licenses:

•

Customer Community

•

Customer Community Plus

•

Partner Community

•

Customer Portal

•

Partner Portal

•

High-Volume Portal User

Navigate to the community URL and log in with the community credentials. If the community URL doesn’t contain one/one.app

, append it to the URL.

On the Salesforce1 login screen, tap . Add the community as a new connection, using the community URL for the host name:

(

<domainname>.force.com/

<path-prefix>

).

Then, select the community connection and log in with the community credentials.

On the Salesforce1 login screen, tap . Add the community as a new connection, using the community URL for the host name:

(

<domainname>.force.com/

<path-prefix>

).

Then, select the community connection and log in with the community credentials.

Unlicensed users (also known as guest users)

Navigate to the community URL.

Guest users can only access public community content that doesn’t require them to log in.

Not supported Not supported

Communities Using the Koa, Kokua, and Customer Service (Napili) Templates

Because their styling doesn’t display well in Salesforce1, we don’t load communities built on the Koa, Kokua, or Customer Service (Napili)

templates in the Salesforce1 apps. These communities are responsive and it’s best to access them directly from a supported mobile browser using the community URL.

Community Management and Community Builder

The Community Management page isn’t available in Salesforce1. We recommend that you use the supported browsers on desktop computers to make customizations in Community Management and Community Builder.

9

SET UP YOUR FIRST COMMUNITY

This list assumes you’re setting up a community using the Salesforce Tabs + Visualforce template. The steps may vary if you’re using a different template.

To get started using Communities, perform the following basic setup. Once you complete these steps, you can perform advanced customizations.

1.

Enable Communities in your organization

2.

Create a community

3.

Add members

4.

Add tabs so that members see the appropriate features

1

5.

Use out-of-the-box branding options to change the look-and-feel

2

6.

Customize the login page that external users see when accessing your community

7.

Determine sender information, Chatter email branding, and templates for your community emails

8.

Use Community Management to set up dashboards, reputation, and topics

9.

Create community users

To learn more about using the Kokua, Koa, and Customer Service (Napili) templates, see the

Using Templates to Build Communities

.

To learn more about using the Aloha template, see the

Getting Started with the Aloha Community Template for Salesforce Identity

.

Enable Salesforce Communities

Enabling Salesforce Communities is the first step to creating communities.

Enabling Communities enables the Salesforce Classic 2010 user interface theme, which updates the look and feel of Salesforce.

Note: Once you enable Communities, you can’t turn it off.

If your organization’s access to Communities is suspended for non-payment of fees due, all of your communities are deactivated, including those in

Preview

status. When Communities is enabled again, all communities are in

Inactive

status. You can activate these communities, but can’t return them to

Preview

status.

1. From Setup, enter

Communities Settings

in the

Quick Find

box, then select

Communities Settings.

Note: If you don’t see this menu, Communities may not be enabled for your organization.

Contact your Salesforce account executive.

2. Select Enable communities.

EDITIONS

Salesforce Communities available in: Salesforce

Classic

Salesforce Communities

Setup available in:

Salesforce Classic and

Lightning Experience

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To enable Communities:

•

“Customize Application”

1

2

Applies for Salesforce Tabs + Visualforce template and Salesforce1 only.

Applies for Salesforce Tabs + Visualforce template and Salesforce1 only.

10

Set Up Your First Community Enable Salesforce Communities

3. Select a domain name to use for your communities, then click Check Availability to make sure it’s not already being used.

We suggest that you use something recognizable to your users, such as your company name. Although the domain name is the same for all communities, you create a unique URL for each community during the creation process. For example, if your domain is

UniversalTelco.force.com

and you’re creating a customer community, you can designate the URL as

UniversalTelco.force.com/customers

.

Important: Keep in mind that you can’t change the domain name after you save it.

You can designate a completely custom domain by entering it in on the Domain Management page. From Setup, enter

Domains

in the

Quick Find

box, then select Domains.

4. Click Save.

You can now

create communities

.

The “Create and Set Up Communities” permission is required to create and customize communities. It also gives the user the ability to manage the Site.com site associated with the community.

After enabling Communities, we recommend that you give the “View Global Header” permission to internal users who need access to the community. The global header allows users to easily switch between their internal organization and any communities they’re a member of. If your organization is using Lightning Experience, users with the appropriate permission can switch between Salesforce

Classic and the new interface using the Switcher. Look for the

Switch to Lightning Experience

link in the

Your Name

menu. Communities aren’t supported in Lightning Experience, so to create, manage, or access communities from the global header, you’ll have to switch back to Salesforce Classic.

It also displays an extra menu in Community Management for administrators and community managers that they can use to switch between Community Management, Community Builder, Force.com, and Site.com Studio.

SEE ALSO:

User Interface Settings

11

Set Up Your First Community Set the Default Number of Community Roles

Set the Default Number of Community Roles

Set the default number of roles created when adding partner or customer accounts to communities.

These settings apply if your community is set up with Partner Community or Customer Community

Plus user licenses. The limit is three roles; the system default is one.

For example, if three partner roles are currently created when an account is enabled for your community–Executive, Manager, and User–but you need only the User role for new accounts, you can reduce the number to one role. For better performance, we recommend setting this value to

1

. You can then use Super User Access to grant specific users access to data owned by other users in their account.

To set the number of roles:

1. From Setup, enter

Communities Settings

in the

Quick Find

box, then select

Communities Settings.

2. Select the number of roles per account.

a. If you’re using Partner Community licenses, set the

Number of partner roles

.

b. If you’re using Customer Community Plus licenses, set the

Number of customer roles

.

3. Click Save.

The number of roles for existing accounts isn’t affected by this setting.

EDITIONS

Salesforce Communities available in: Salesforce

Classic

Salesforce Communities

Setup available in:

Salesforce Classic and

Lightning Experience

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To set the number of default roles:

•

“Customize Application”

Enable Super User Access in Communities

When you enable super user access, partner users in communities can access more records and data.

If your community is set up with Partner Community user licenses, this setting applies. You can also grant super user access to users with Customer Community Plus licenses. For more information, see

Grant Super User Access to Customer Users in Your Community

on page 44.

Granting super user access to external users in your community lets them access more data and records, regardless of sharing rules and organization-wide defaults. Super users have access to data owned by other partner users belonging to the same account who have the same role or a role below them in the role hierarchy. Super user access applies to cases, leads, custom objects, and opportunities only. External users have access to these objects only if you exposed them using profiles or sharing and added the tabs to the community during setup.

1. From Setup, enter

Communities Settings

in the

Quick Find

box, then select

Communities Settings.

2. Select

Enable Partner Super User Access

.

3. Click Save.

You can now

assign super user access

.

To disable super user access, deselect

Enable Partner Super User Access

. If you re-enable this feature, all users who were assigned super user access before the feature was disabled automatically get super user access again.

EDITIONS

Salesforce Communities available in: Salesforce

Classic

Salesforce Communities

Setup available in:

Salesforce Classic and

Lightning Experience

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To enable Super User

Access:

•

“Customize Application”

12

Set Up Your First Community Grant High-Volume Community Users Access to Records

Grant High-Volume Community Users Access to Records

Grant high-volume community users access to records using sharing sets.

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. You can also grant access to records via access mapping in a sharing set, which supports indirect lookups from the user and target record to the account or contact. For example, grant users access to all cases related to an account that’s identified on the users’ contact records.

Sharing sets apply across all communities a high-volume community user is a member of.

High-volume community users have either the Customer Community or High-Volume Portal User license. For more information, see “Sharing Set Overview” in the Salesforce Help.

To grant users access to selected users in the same community, you would typically create a sharing set if you deselected the

Community User Visibility

checkbox on the Sharing Settings page.

1. From Setup, enter

Communities Settings

in the

Quick Find

box, then select

Communities Settings.

2. In the Sharing Sets related list, click New to create a sharing set, or click Edit next to an existing sharing set.

3. In the Sharing Set Edit page, fill in the Label and Sharing Set Name fields. Label is the sharing set label as it appears on the user interface. Sharing Set Name is the unique name used by the API.

4. Enter a description.

5. Select the profiles of the users to whom you want to provide access.

6. Select the objects you want to grant access to.

The Available Objects list excludes:

•

Objects with an organization-wide sharing setting of Public Read/Write

•

Custom objects that don’t have an account or contact lookup field

EDITIONS

Salesforce Communities available in: Salesforce

Classic

Salesforce Communities

Setup available in:

Salesforce Classic and

Lightning Experience

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To grant high-volume community users access to records:

•

“Customize Application”

7. In the Configure Access section, click Set Up or Edit next to an object name to configure access for the selected profiles, or click Del to remove access settings for an object.

Note: Objects with Set Up in the Action column aren’t configured for high-volume user access. Until you configure an object, high-volume users have limited or no access to its records.

8. Grant access based on an account or contact lookup:

•

Select a value in the User drop-down list to determine the account or contact lookup on the user.

•

Select a value in the Target Object field to determine the account or contact lookup on the target object.

For example, to grant access to all cases associated with an account identified on the user’s contact record, select

Contact.Account

and

Account

respectively.

Note: Both selected fields must point to either an account or contact. For example,

Contact.Account

and

Entitlement.Account

both point to an account.

9. Choose an access level of Read Only or Read/Write. (If the object’s organization-wide sharing setting is Public Read Only, then only

Read/Write is available.)

10. Click Update, then click Save.

13

Set Up Your First Community Grant High-Volume Community Users Access to Records

After creating a sharing set,

create share groups

to give other users access to records created by high-volume community users.

SEE ALSO:

About High-Volume Community Users

Share Records Owned By High-Volume Community Users

Share groups allow you to share records owned by high-volume community users with internal and external users in your communities.

High-volume users are limited-access users intended for organizations with many thousands to millions of external users. Unlike other external users, high-volume users don’t have roles, which eliminates performance issues associated with role hierarchy calculations. Because high-volume community users are not in the role hierarchy while Salesforce users are, a share group allows you to specify the Salesforce other external users who can access records owned by high-volume community users.

Share groups apply across communities.

To set up share groups for your communities:

1. From Setup, enter

Communities Settings

in the

Quick Find

box, then select

Communities Settings.

2. In the Sharing Settings for High-Volume Community Users related list, click Edit next to an existing sharing set.

3. Click the Share Group Settings tab.

4. Click Activate to turn on the share group.

Activating the share group can take a while. An email is sent to you when the process finishes.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To share records owned by high-volume community users to other users:

•

“Customize Application”

Note: Deactivating a share group removes all other users’ access to records owned by high-volume community users. An email isn’t sent to you when the deactivation process finishes.

5. Click Edit to add users to the share group. You can add both internal users from your organization as well as external users from the same parent account as the high-volume user.

a. From the

Search

drop-down list, select the type of member to add.

b. If you don’t see the member you want to add, enter keywords in the search box and click Find.

c. Select members from the Available Members box, and click Add to add them to the group.

d. Click Save.

About High-Volume Community Users

High-volume community users are limited-access users intended for orgs that have thousands to millions of communities users.

Unlike other community users, high-volume community users don’t have roles, which eliminates performance issues associated with role hierarchy calculations. High-volume community users include the Customer Community, High Volume Customer Portal, and Authenticated Website license types.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

14

Set Up Your First Community Grant High-Volume Community Users Access to Records

Characteristics

High-volume community users:

•

Are contacts enabled to access a community.

•

Are assigned to the Customer Community, High Volume Customer Portal, or Authenticated Website license.

•

Only share the records they own with Salesforce users in sharing groups.

Access to Records

High-volume community users can access records if any of the following conditions are met:

•

They have “Update” access on the account they belong to.

•

They own the record.

•

They can access a record’s parent, and the organization-wide sharing setting for that record is Controlled by Parent.

•

The organization-wide sharing setting for the object is Public Read Only or Public Read/Write.

Admins can create sharing sets to grant high-volume community users additional access to records; see

Grant High-Volume Community

Users Access to Records

.

Limitations

•

High-volume community users can’t manually share records they own or have access to.

•

You can’t transfer cases from non-high-volume community users to high-volume community users.

•

High-volume community users can’t own accounts.

•

You can’t add case teams to cases owned by high-volume community users.

•

You can’t include high-volume community users in:

–

Personal groups or public groups.

–

Sharing rules.

–

Account teams, opportunity teams, or case teams.

–

Salesforce CRM Content libraries.

These limitations also apply to records owned by high-volume community users.

•

You can’t assign high-volume community users to territories.

15

Set Up Your First Community Enable the Global Header for Communities

Enable the Global Header for Communities

When Communities is enabled, the global header allows you to easily switch between your communities and your internal organization.

Communities must be enabled in your organization to use the global header.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

The

View Global Header

permission is disabled by default for all standard profiles. To view the global header, users must be assigned the “View Global Header” permission either by selecting it on standard profiles, creating custom profiles, or by creating a permission set. Create permission sets to easily assign this permission to specific people.

1. From Setup, enter

Sets.

2. Click New and create a permission set that includes the System Permission

Header

.

Permission Sets

in the

Quick Find

box, then select Permission

View Global

USER PERMISSIONS

To create permission sets:

•

“Manage Profiles and

Permission Sets”

To assign a permission set to a user:

•

“Assign Permission Sets”

3. Assign the permission set to the appropriate users.

Users with this permission set see the global header at the top of all pages. They can use the menu on the left to switch between their internal organization and any communities they have access to.

The

Your Name

menu on the right side contains links to edit contact information and log out. For internal users, it also contains a link to Help & Training and may also contain links to Setup and other tools depending on user permissions and enabled features. If your organization is using Lightning Experience, users with the appropriate permission can switch between Salesforce Classic and the new interface using the Switcher. Look for the

Switch to Lightning Experience

link in the

Your Name

menu. Communities aren’t supported in Lightning Experience, so to create, manage, or access communities from the global header, you’ll have to switch back to Salesforce Classic.

When in a community, users with either the Manage Communities or the Create and Set Up Communities permission see a gear icon

( ) they can use to switch to Community Management. Within Community Management, they see an additional menu that they can use to preview the community.

Note: Within Community Management, users see the global header and the Community Management menu, even if they don’t have the “View Global Header” permission. However, we recommend that you still assign the “View Global Header” permission to users who need to switch between your internal organization and communities.

16

Set Up Your First Community Create Communities

Create Communities

Create communities using a wizard that helps you choose a community template that meets your business needs.

EDITIONS

The number of communities you can create for your organization is listed on the All Communities page in Setup.

1. To start creating communities, from Setup, enter

Communities

in the

Quick Find

box, select All Communities, then click New Community.

The Community Creation wizard appears, with different out-of-the-box template options for you to choose from. If you have set up custom templates in your org, you see them in the wizard as well.

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

2. To see more information about a template, select it.

Kokua

A graphic-based community ideal for handling simple customer interactions. Community members can search for and view articles, and contact support.Requires Knowledge and supports cases.

Koa

A text-based community ideal for handling simple customer interactions. Community members can search for and view articles, and contact support. Requires Knowledge and supports cases.

Customer Service (Napili)

A powerful, responsive self-service template that lets users post questions to the community, search for and view articles, collaborate, and contact support agents by creating cases.

Supports Knowledge, Chatter Questions, and cases.

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

Aloha

A configurable App Launcher template that lets users quickly find applications and access them using single sign-on authentication, including social logins.

Salesforce Tabs + Visualforce

Standard Salesforce structure and tabs that you can customize using Visualforce. Allows full platform access with an extremely flexible configuration. Requires developer experience and advanced setup skills. Supports most standard objects, custom objects, and Salesforce1. Keep in mind that the Salesforce Tabs + Visualforce template doesn’t work with Community Builder.

3. Select the template that you want to use.

4. Read the template description and key features, and click Get Started.

5. If you selected Koa or Kokua, specify the categories and Company Name for your template, then click Next.

Data Category Group Name

This is the unique name of the data category group that contains the data categories for your site. The name reflects the hierarchy of categories that you’ve set up for your community and is used throughout the site to organize articles.

Top Level Category

This is the highest-level category that you want to display. Only the children of this category appear in the community. You can have several nested layers of categories above this category, but the page will show this category as the parent and show its subcategories as children.

Company Name

This is the name of your company as you want it to appear in the community header.

17

Set Up Your First Community Communities Statuses

6. Enter a community name.

Note: If you’re creating multiple communities, keep in mind that community names may be truncated in the global header drop-down menu. Users can see up to 32 characters of the name, and the

Preview

and

Inactive

status indicators count toward that number. Make sure that the visible part of the name is distinctive enough for users to distinguish between multiple communities.

7. Enter a unique value at the end of the URL field.

This value is appended to the domain you entered when enabling communities

to create a unique URL for this community. For example, if your domain is

UniversalTelco.force.com

and you’re creating a customer community, you can designate the URL as

UniversalTelco.force.com/customers

.

Note:

You can create one community in your organization that doesn’t have a custom URL.

You can change your community name and URL after the community is activated, but users won’t be redirected to the new

URL. If these changes are necessary, be sure to inform your community members before making the change.

8. Click Create.

The community is created in

Preview

status.

9. On the confirmation page, click Build & Customize to customize and build your community with Community Builder. Or click

Manage & Moderate to go to Community Management to set topics, install community dashboards, or configure your community’s settings.

When you create a community, default pages for login, self-registration, change password, forgot password, and your home page are set based on your community template. You can customize or change these default pages at any time in Community Management.

Important: After you create a community, your profile is automatically added to the list of profiles that have access. As a result, all users in your organization with this profile can log in to the community once it’s

Active

. If you don’t want all users with your profile to have access to the community, you can remove the profile and give yourself access through a different profile or permission set.

Communities Statuses

Communities can have one of the following statuses.

Status Description

Preview

Customization of the community isn’t complete, and the community has never been activated. Once you activate a community, you can’t go back to

Preview status.

Users with “Create and Set Up Communities” can access communities in

Preview status if their profile or permission set is associated with the community. They can also share a link to these communities with users whose profiles or permission sets are associated with the community. The link for sharing a

Preview community is located on the Community Management page.

No welcome emails are sent even if

Send welcome email

is selected.

Note:

If your organization’s access to Communities is suspended for non-payment of fees due, all of your communities are deactivated, including those in

Preview

status. When Communities is enabled again, all

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

18

Set Up Your First Community Add Members to Your Community

Status

Inactive

Active

Description

communities are in

Inactive

status. You can activate these communities, but can’t return them to

Preview

status.

The community was previously

Active

but was deactivated.

You may want to deactivate a community if you need to:

•

Add or remove members

•

Add, remove, or change the order of tabs

•

Change the color scheme

•

Change the community URL

When you deactivate a community , it no longer appears in the drop-down menu. Users with “Create and Set Up

Communities” can still access the setup for

Inactive communities regardless of membership. If members try to access

Inactive communities using a direct link, they see an error page.

The community is active and available to members.

Welcome emails are sent to new members if

Send welcome email

is selected.

Add Members to Your Community

Use profiles and permission sets to manage community membership during the setup process.

Using profiles and permission sets, you can:

•

Grant or remove access for groups of users. Once you add a profile or permission set, all users assigned to that profile or permission set become members of the community.

•

Enforce a membership policy. New users added to a profile or permission set that is already associated with a community automatically gain access.

Permission sets allow added flexibility for adding members. You can grant community access to a subset of users from the same profile, without needing to clone the profile.

Standard, Chatter, and portal profiles can be added to communities; Chatter customers, from private groups with customers, can’t be added to communities even if they’re assigned permission sets that are associated with communities.

Note: Profiles and permission sets associated with communities can’t be deleted from

Salesforce. You must remove the profiles or permission sets from the communities first.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

19

Set Up Your First Community How do I update community membership using the API?

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community

Management.

2. Click AdministrationMembers.

3. To add members using profiles:

a. To filter profiles, select a profile type from the drop-down menu. To search for a specific profile, enter a search term and click

Find.

Search returns profiles for the selected filter.

Note: Search results include profiles that are already part of the community.

b. Select the user profiles you want to allow access to your community. Press CTRL to select multiple profiles.

c. Click Add. To remove a profile, select it and click Remove.

If you remove a profile from a community, users with that profile lose access to the community, unless the users are assigned permission sets or other profiles that are still part of the community. Their posts and comments still appear.

Important:

If you’re an administrator and accidentally remove yourself from a community, you can’t access the

Administration settings in Community Management. To add yourself back to the community or make other membership updates,

use the API .

4. To add members using permission sets:

a. To search for a specific permission set, enter a search term and click Find.

b. Select the permission sets you want to allow access to your community. Press CTRL to select multiple permission sets.

c. Click Add.

If you remove a permission set from a community, users with that permission set lose access to the community, unless the users are associated with profiles or other permission sets that are still part of the community. Their posts and comments still appear even after they lose access.

5. Click Save.

If the community is

Active

and welcome emails are enabled

, users with the profiles or permission sets you added receive a welcome email. The welcome email includes a username and a change password link if it is sent to an external user who hasn’t logged in to a portal or community yet.

When the community is

Active

, welcome emails are sent and the community is discoverable by members. When a community is in

Preview

status, only members with the login URL can view the community. If a community is

Inactive

, only users with the

“Create and Set Up Communities“ permission can access it through the Community menu, regardless of membership.

There are additional options for granting 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

For more information about these additional options, see Customize Login, Logout, and Self-Registration Pages in Your Community

.

How do I update community membership using the API?

If you aren’t a member of a community, you can’t access Community Management to update administration settings, including membership. As an alternative, you can use the API and Data Loader to add yourself and others to a community.

20

Set Up Your First Community Add Tabs to Your Community

Tip: You can also use other data loaders to update your community membership such as Workbench.

1. Get the networkId

for your community.

From Setup, enter

All Communities

in the

Quick Find

box, select All Communities, and then right-click your community

URL and select Inspect. The data-networkId

property provides your networkId

.

2. Get the profileId

or permissionsetId

you want to add.

From Setup, enter

Profiles

in the

Quick Find

box, then select Profiles or Permission Sets. Click on the profile or permission set that you want to add. The ID is the last part of the URL.

For example, at

mycompany.salesforce.com/00aa11bb22

, the ID is

00aa11bb22

.

3. Create a .csv file with columns for networkId

and parentId

. For parentId

, list the profileId

or permissionsetId you want to add.

4. Open Data Loader and select the Network Member Group object. Specify the location of the .csv file you created and complete the Data Loader steps.

Once you have successfully added members using Data Loader, the members will be able to access Community Management from the

Manage link on the All Communities page in Setup.

Note:

In order to access Community Management, the member must also have “Create and Set Up Communities” or “Manage

Communities” permission.

Add Tabs to Your Community

If you’re using the Salesforce Tabs + Visualforce template, you can add tabs to your community.

EDITIONS

Tip:

If you want to use all custom pages in your community, you can choose to hide tabs.

Not sure which option works best for you? Check out

Tabs vs. Community Builder on page

22.

Before you begin, keep these things in mind:

•

The tabs you enable should be required for the type of activity you’re performing in this community, whether it be sharing accounts and opportunities with your partners or sharing cases and solutions with customers who need support. Don’t clutter your community with tabs that users don’t need.

•

Profiles control access to tabs, so some tabs you choose may be hidden for profiles associated with the community. In that case, you must manually expose the tabs in the profiles for your community members so that they can see the tabs in the community.

•

Lightning Component tabs aren’t supported in Communities.

•

Chatter Free users in your community don’t see any tabs except the Chatter tab.

After you identify the features you want your community members to see, you can expose those features by choosing the corresponding tabs during setup. The tabs that you select also determine community navigation in Salesforce1.

1. Access Community Management in one of the following ways.

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

21

Set Up Your First Community Tabs vs. Community Builder

•

From Setup, enter

All Communities

in the Quick Find box, then select All Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community

Management.

2. Click AdministrationTabs.

Tip:

If you’re using one of the preconfigured templates instead of Salesforce Tabs + Visualforce, the Tabs page is hidden by default. To display the page, click AdministrationPreferences, then select Show all settings in Community Management.

3. Select the tabs to include in your community from the Available Tabs list. Press CTRL to select multiple tabs.

4. Click Add to add the tab. To remove a tab, select it in the Selected Tabs list and click Remove.

5. Click Up or Down to change the order that the tabs display.

The tab at the top of the list is the landing tab for the community. When members access the community, it is the first tab they see.

If members don't have access to the community landing tab, they see the first tab they have access to from the selected community tabs. If they don’t have access to any of the tabs, they see the Home tab.

6. Click Save.

Important: Changing from the Salesforce Tabs + Visualforce template to a Community Builder-based template removes all tabs from your community.

Tabs vs. Community Builder

Not sure whether to use standard Salesforce tabs or the Community Builder when setting up your community? Here is some more information about each option to help you decide.

Tabs

Selecting the Salesforce Tabs + Visualforce template when creating your community means you will use out-of-the-box Salesforce tabs or Visualforce pages.

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

Cons

•

Visualforce is the preferred approach for better customization, yet Visualforce requires coding capability

•

Requires some knowledge of the Force.com platform

Community Builder

Selecting one of the preconfigured templates when creating your community means that you will use the WYSIWYG user interface of the Community Builder.

Pros

•

Out-of-box app targeted at self-service communities

•

More CSS styles available

22

Set Up Your First Community Choose a Landing Tab

•

Great for a quick rollout of simple self-service community use case

Cons

•

Limited to self-service functionality (cases, Salesforce Knowledge, and Chatter Questions)

•

Doesn’t support other sales, service, or platform use cases

•

Doesn’t have full platform capability

Choose a Landing Tab

If you are using the Salesforce Tabs + Visualforce template, you can select a landing tab for your community. In Community

Management > Administration > Tabs, the first tab in Selected Tabs list is the landing page.

There are multiple options for the landing tab in your community, and you should select the one that best meets members’ needs.

•

Chatter tab—If you select this tab, the feed is the first thing members see when they log in. This option is good for communities where people will spend a lot of time in Chatter and won’t need a customized home page with additional components. You can also rename the Chatter tab.

•

Home tab—If you select this tab, the Salesforce Home tab for your organization is the first thing members see when they log in.

The components that display on the tab were added in the Home Page by your administrator. This is a good option if you’re not using Chatter or don’t want a feed-based home page view.

•

Custom Visualforce tab—Selecting this option allows you to build a completely custom landing page.

Brand Your Community

If you are using the Salesforce Tabs + Visualforce template, you can customize the look and feel of your community in Community Management by adding your company logo, colors, and copyright.

This ensures that your community matches your company’s branding and is instantly recognizable to your community members.

EDITIONS

Available in: Salesforce

Classic

Important: If you are using a self-service template or choose to use the Community Builder to create custom pages instead of using standard Salesforce tabs, you can use the Community

Builder to design your community’s branding too.

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

1. Access Community Management in one of the following ways.

•

From the community:

USER PERMISSIONS

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

2. Click AdministrationBranding.

Is a member of the community whose

Community

Management page they’re trying to access.

3. Use the lookups to choose a header and footer for the community.

The files you’re choosing for header and footer must have been previously uploaded to the

Documents tab and must be publicly available. The header can be .html, .gif, .jpg, or .png. The footer must be an .html file. The

23

Set Up Your First Community Brand Your Community maximum file size for .html files is 100 KB combined. The maximum file size for .gif, .jpg, or .png files is 20 KB. So, if you have a header

.html file that is 70 KB and you want to use an .html file for the footer as well, it can only be 30 KB.

The header you choose replaces the Salesforce logo below the global header. The footer you choose replaces the standard Salesforce copyright and privacy footer.

4. Click Select Color Scheme to select from predefined color schemes or click the text box next to the page section fields to select a color from the color picker.

Note that some of the selected colors impact your community login page and how your community looks in Salesforce1 as well.

Color Choice

Header Background

Page Background

Primary

Secondary

Tertiary

Where it Appears

Top of the page, under the black global header. If an HTML file is selected in the Header field, it overrides this color choice.

Top of the login page.

Login page in Salesforce1.

Background color for all pages in your community, including the login page.

Tab that is selected.

Top borders of lists and tables.

Button on the login page.

Background color for section headers on edit and detail pages.

5. Click Save.

24

Set Up Your First Community Customize Login, Logout, and Self-Registration Pages in Your

Community

Customize Login, Logout, and Self-Registration Pages in Your

Community

Configure the standard login, logout, password management, and self-registration options for your community, or customize the behavior with Apex and Visualforce or Community Builder (Site.com

Studio) pages.

By default, each community comes with default login, password management, and self-registration pages and associated Apex controllers that drive this functionality under the hood. You can use

Visualforce, Apex, or Community Builder (Site.com Studio) to create custom branding and change the default behavior:

•

Customize the branding of the default login page

.

•

Customize the login experience by modifying the default login page behavior, using a custom

login page, and supporting other authentication providers.

•

Redirect users to a different URL on logout

.

•

Use custom Change Password and Forgot Password pages

•

Set up self-registration for unlicensed guest users in your community.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

Brand Your Community’s Login Page

If you selected the Salesforce Tabs + Visualforce template, you can add your company logo and custom footer text to the standard login page that comes out-of-the-box with your community.

The header and page background colors used on the standard login page are inherited from the community’s

branding color scheme .

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

2. Click AdministrationLogin & Registration and make your changes in the Header and Footer section.

3. Upload a logo for the community login page header.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

25

Set Up Your First Community Customize Your Community’s Login Experience

The file can be .gif, .jpg, or .png. The maximum file size is 100 KB. Images larger than 250 pixels wide or 125 pixels high aren’t accepted.

Uploading a logo automatically creates a Communities Shared Document Folder on the Documents tab and saves the logo there.

Once created, you can’t delete the folder.

The header logo displays at the top left of the standard login page. It is also used when you access the community in Salesforce1.

The header logo doesn’t appear on custom login pages.

4. Enter custom text for the community login page footer, up to a maximum of 120 characters.

The footer displays at the bottom of the login page. This footer text doesn’t display on custom login pages.

5. Click Save.

The logo and custom footer text display to all users (internal, external, and unlicensed guest users) on the login page.

Customize Your Community’s Login Experience

Customize the default login process for external users in your community. You can also use a custom

Community Builder, Site.com Studio, or Visualforce login page, support multiple authentication providers, and configure single sign-on with any template.

External users are users with Community, Customer Portal, or partner portal licenses.

•

The login page you select in Community Management overrides other login page assignments in the Site.com or Force.com site settings.

•

If your community uses the Salesforce Tabs + Visualforce template, the login page assigned to the community by default is called

CommunitiesLogin

. Use Visualforce to customize the appearance of this page.

•

If your community uses the Customer Service (Napili) template, the login page assigned to the community by default is called login

. Use Community Builder (Site.com Studio) to customize its appearance.

•

To update the login behavior for both Visualforce and Community Builder pages, update the

CommunitiesLoginController

Apex controller .

•

You must publish custom Community Builder pages before they can be assigned to a community. Before you use your custome login page, remember to modify the

CommunitiesLoginController

Apex controller and the

Site.login()

Apex method.

1. Access Community Management in one of the following ways.

•

From the community:

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community

Management.

2. Click AdministrationLogin & Registration and make your changes under the Login section.

3. Optionally, choose a custom login page for your community. Select the page type (Community Builder or Visualforce), enter the name of the page in the search field, and click . In the search results window, click the name of the page to select it.

26

Set Up Your First Community Customize Your Community’s Login Experience

Tip: To revert to the default login page for your community’s template, select Default Page.

4. Optionally, select

Allow internal users to log in directly to the community

. This setting allows your internal users to use their internal username and password on the community login page.

Internal users must be members of the community to log in directly from the community login page. After your internal users log in, they land on the community home page.

5. Select which login options you want to display.

By default, users log in to the community using the default community username and password. If you want to allow them to log in with other credentials, such as their Facebook

©

, Janrain

©

, or Salesforce credentials from another organization, select those from the list.

Important:

Configure these authentication provider options in advance to be able to use them for community logins. From

Setup, enter

Auth. Providers

in the

Quick Find

box, then select Auth. Providers.

6. Optionally, allow external users to log in with their SAML single-sign on identity.

This option is available only if your organization has successfully

set up SAML for your community

on page 119 including:

•

SAML settings for single sign-on, which enables login to Salesforce using your corporate identity provider. Note that you must enter an Identity Provider Login URL.

•

A custom domain name, which changes the application URLs for all your pages, including login pages. Contact Support if you want to enable My Domain.

To offer multiple SAML single sign-on options, enter

Single Sign-On Settings

in the

Quick Find

box, select Single

Sign-On Settings, and then click Enable Multiple Configs. If you already had SAML enabled, and you then enable multiple SAML configurations, your existing SAML configuration is automatically converted to work with multiple configurations.

Users see the option to Log In with Single Sign-On. If you have enabled multiple SAML single sign-on options, each login button displays labeled with the SAML configuration’s

Name

field.

7. Click Save.

Note: Renaming or deleting the default login page can cause problems with the default community login flow.

Customize the Login Process with Apex

You can provide community members outside your company with a completely custom login page that reflects your organization’s style and branding. Use Visualforce and Apex to either customize the

CommunitiesLogin

page and

CommunitiesLoginController

, or create your own Visualforce page.

To redirect from the default community login page to your custom login page:

1. From Setup, enter

Apex Classes

in the

Quick Find

box, then select Apex Classes.

2. Click Edit next to

CommunitiesLoginController

.

3. Add the following code:

USER PERMISSIONS

To create and edit

Visualforce pages:

•

“Customize Application”

To edit Apex classes:

•

“Author Apex”

AND

“Customize Application” global PageReference forwardToCustomAuthPage() {

String startUrl = System.currentPageReference().getParameters().get('startURL'); return new PageReference(Site.getPathPrefix() + '/SiteLogin?startURL=' +

27

Set Up Your First Community Customize Your Community’s Login Experience

EncodingUtil.urlEncode(startURL, 'UTF-8'));

}

4. If you created a completely custom login page, replace

SiteLogin

with the name of your Visualforce page.

5. Click Save.

6. Click Edit next to

CommunitiesLandingController

.

7. Add the following code: public PageReference forwardToCustomAuthPage() {

String startUrl = System.currentPageReference().getParameters().get('startURL'); return new PageReference(Site.getPathPrefix() + '/SiteLogin?startURL=' +

EncodingUtil.urlEncode(startURL, 'UTF-8'));

}

8. If you created a completely custom login page, replace

SiteLogin

with the name of your Visualforce page.

9. Click Save.

10. From Setup, enter

Visualforce Pages

in the

Quick Find

box, then select Visualforce Pages.

11. Click Edit next to

CommunitiesLogin

.

12. In the first line of code, add the following: action="{!forwardToCustomAuthPage}"

13. Click Save.

14. Click Edit next to

CommunitiesLanding

.

15. In the first line of code, add the following: action="{!forwardToCustomAuthPage}"

16. Click Save.

28

Set Up Your First Community Redirect Community Members to a Custom URL on Logout

Redirect Community Members to a Custom URL on Logout

Specify the URL that community members should be redirected to when they log out from your community.

When community members log out, they are taken to the community login page by default. You can choose to point them to a different location, such as your company web site for example.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

2. Click AdministrationLogin & Registration.

3. In the Logout section, enter the URL you want to redirect community members to.

4. Click Save.

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

Use Custom Change Password and Forgot Password Pages in Your

Community

Use a custom Community Builder or Visualforce page instead of the default Change Password and

Forgot Password pages.

The Forgot Password page can be customized in Community Builder or Visualforce. If you want to use a custom Community Builder Forgot Password page, first publish your page in Community

Builder.

The Change Password page can only be customized in Visualforce.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

2. Click AdministrationLogin & Registration.

3. In the password section, select the Page Type: Community Builder or Visualforce.

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

29

Set Up Your First Community Set Up Self-Registration for Your Community

4. Enter the name of the page or leave the field blank to search for all available pages.

5.

Click

6. Click Save.

, then click the name of the page in the search results to select it.

To revert to the default login page for your community’s template, select Default Page as the page type.

Set Up Self-Registration for Your Community

Enable self-registration to allow unlicensed guest users to join your community. You can choose to save them as contacts under a business account or create a person account for each self-registering user.

When you enable self-registration, these Visualforce pages and Apex controllers are associated with your community.

•

CommunitiesSelfReg

page and

CommunitiesSelfRegController

—Provide

the form for partners or customers so they can register with your community. You can modify the

CommunitiesSelfRegController

Apex controller to change the default

self-registration process, but it is no longer required starting with the Spring ’15 release.

Note:

Apex customizations for the self-registration process take precedence over the defaults specified in Community Management. In organizations created prior to the Spring

’15 release, existing Apex customizations for self-registration remain in effect as before.

•

CommunitiesSelfRegConfirm

page and

CommunitiesSelfRegConfirmController

—If a user doesn’t create a password during self-registration—either because they left the password field blank or your organization customized the self-registration form to omit the password field—this page confirms that a password reset email has been sent. Users landing on this page can’t log in until they reset their password.

The default self-registration pages and controllers are shared by all of your organization’s communities. If you enable self-registration for multiple communities, you must further customize the self-registration experience to direct users to different pages, assign different profiles or permission sets for different communities, and so on.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

Note: Renaming or deleting the default self-registration page can cause problems with the default self-registration flow.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community

Management.

2. Click AdministrationLogin & Registration.

3. In the Registration section, select Allow external users to self-register.

30

Set Up Your First Community Set Up Self-Registration for Your Community

4. Optionally, choose a custom self-registration page for your community. Select the page type (Community Builder or Visualforce), enter the name of the page in the search field, and click . In the search results window, click the name of the page to select it.

To revert to the default self-registration page (

CommunitiesSelfReg

), select Default Page.

Community Builder pages must be published, else they aren’t included in the page lookup search results. Remember to modify the self-registration

CommunitiesSelfRegController

and

CommunitiesSelfRegConfirmController

Apex controllers if you use a custom page.

5. Select the default Profile to assign to self-registering users.

Note:

You can only select portal profiles that are associated with the community. If a profile is selected as the default for users who self-register, and you remove it from the community, the self-registration

Profile

is automatically reset to

None

.

6. Select the business Account that you want to assign self-registering users to.

The self-registering user is assigned as a contact of the account you specify. To

create a person account (if enabled) for each self-registering user

, leave this field blank.

Ensure that the account you use is enabled as a partner. To do so, go to the account, click Manage External Account, then click

Enable as Partner.

7. Click Save.

After you set up self-registration, a Not a member? link directs external users to the self-registration page from the login page. When a user self-registers to join your community:

•

Salesforce creates a new user record with the information they provide on the self-registration page.

•

The user is assigned the profile you specified when you set up self-registration.

•

The user is associated with a business account or a person account, depending on how you set it up.

•

Customer Community Plus and Partner Community licenses require user records to be associated with a role in your organization.

If you don’t specify a role in the default self-registration profile, Salesforce assigns them the

Worker

role.

Note:

Keep in mind that each time a user self-registers, they consume one of your Communities licenses. When setting up your self-registration page, be sure to add some criteria to ensure that the right people are signing up. Additionally, to prevent unauthorized form submissions, we recommend using a security mechanism, such as CAPTCHA or a hidden field, on your self-registration page.

Customize the Community Self-Registration Process with Apex

Update the

CommunitiesSelfRegController

to customize the default self-registration process for your community. You can use the same controller for the default self-registration page (

CommunitiesSelfReg

) or a custom Visualforce or Community Builder self-registration page.

You can configure self-registration entirely in Community Management. This customization is recommended only if you want to modify the self-registration behavior beyond the defaults, if you have more then one community in your organization, or if you are using a custom self-registration page.

Note:

You can add, edit, or delete Apex using the Salesforce user interface only in a Developer Edition organization, a Salesforce

Enterprise Edition trial organization, or sandbox organization. In a Salesforce production organization, you can only make changes to Apex by using the Metadata API deploy

call, the Force.com IDE, or the Force.com Migration Tool. The Force.com IDE and

Force.com Migration Tool are free resources provided by Salesforce to support its users and partners, but are not considered part of our Services for purposes of the Salesforce Master Subscription Agreement.

1. From Setup, enter

Apex Classes

in the

Quick Find

box, then select Apex Classes.

2. Click Edit next to

CommunitiesSelfRegController

.

31

Set Up Your First Community Set Up Self-Registration for Your Community

3. Optionally, enter a value for

ProfileId

to define the type of profile the user should be assigned.

If you selected a default profile while setting up self-registration in Community Management, the value in the Apex code will override that default.

Note: Note that regardless of which role you enter for the roleEnum

, the role for new users will default to

None

. Once a user self-registers, you can update their role on the user detail page.

4. Enter the account ID for the partner or customer account that users who self register should be associated with.

If you selected a default account while setting up self-registration in Community Management, the value in the Apex code will override that default.

Ensure that the account you use is enabled as a partner. To do so, go to the account, click Manage External Account, then click

Enable as Partner.

5. If you’re enabling self-registration for multiple communities, add code to create appropriate types of users for each community, that is, assigning the correct profile, role, and account ID per community.

6. Click Save.

7. Enable access to accounts and contacts for the guest profile. The guest profile is automatically associated with your community’s

Force.com site.

a. From Setup, enter

All Communities

in the Quick Find box, then select All Communities and click the Manage link next to a community.

b. From Community Management click AdministrationPages > Go to Force.com..

c. Click Public Access Settings.

d. Click Edit.

e. In the Standard Object Permissions section, select Read and Create next to Accounts and Contacts.

f. Click Save.

g. In the Enabled Apex Class Access related list, click Edit.

h. Add the

CommunitiesSelfRegController

and click Save.

i. In the Enabled Visualforce Page Access related list, click Edit.

j. Add the

CommunitiesSelfReg

and click Save.

8. Optionally, if you want to customize the contents of the default self-registration page, edit the

CommunitiesSelfReg

page.

a. From Setup, enter

Visualforce Pages

in the

Quick Find

box, then select Visualforce Pages.

b. Click Edit next to

CommunitiesSelfReg

.

c. Add code to customize the fields required for self-registration or the page’s look and feel.

In the default form, all fields except

Password

are required.

d. Click Save.

Once setup is complete, external users who submit the completed self-registration form (including a password) are logged in to the community.

Note: If a user self-registers for a community with Chatter Answers enabled, the Chatter Answers User permission is not automatically set for the user.

32

Set Up Your First Community Create Person Accounts for Self-Registering Users

If you’re using a custom Visualforce self-registration page instead of the default

CommunitiesSelfReg

page, add the following code to

CommunitiesSelfRegController

. Replace

CommunitiesCustomSelfRegPage

with the name of the custom self-registration page.Then add this to the first line of code in the

CommunitiesSelfReg

page.

Create Person Accounts for Self-Registering Users

If your business deals mostly with individuals, instead of creating them as contacts under a single business account, you can assign each self-registering user to a person account.

EDITIONS

Important: You must have Person Accounts enabled in your organization. Only Customer

Community and Customer Community Plus licenses support the creation of person accounts.

Available in: Salesforce

Classic

In Community Management, under AdministrationLogin & Registration, enable self-registration and leave the Account field blank. Specify a default profile to assign self-registering users to.

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

Salesforce creates separate person accounts for each self-registering user. Each user is assigned the default profile you specified while setting up self-registration, and a default role. If you don’t specify a role, either on the profile or via the self-registration Apex controller, Salesforce assigns the

Worker

role to the self-registering users.

You can further customize this functionality by using the

self-registration Apex controller

(

CommunitiesSelfRegController

), but it’s not required.

You can also manually create person accounts and assign them to community users with Customer Community and Customer Community

Plus licenses.

Customize Email Sent from Communities

You can customize email sender information, Chatter email branding, and templates in your community emails. You can perform customizations in either the user interface or the Network object in Salesforce APIs.

EDITIONS

1. Access Community Management in one of the following ways.

•

From the community:

Available in: Salesforce

Classic

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

•

From Setup, enter

All Communities

in the Quick Find box, then select All

•

Communities and click the Manage link next to a community.

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

2. Click AdministrationEmails.

3. Enter custom values for the email sender’s name and address to replace the default values.

Note:

If you change the sender’s email address, we send a verification email to the new address. The change is pending, and we continue to use the existing address while we await verification. The requested address doesn’t take effect until you click the confirmation link in the email. If verification is already pending for a new email address and you specify a different new address, we retain the latest value and use that for verification.

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

If you enter a custom value for the sender’s address and you have enabled mail relay, your Chatter emails will use the relay.

33

Set Up Your First Community Customize Email Sent from Communities

4. Customize what displays in the footer of Chatter emails.

Important: Both a logo and email footer text are required. Keep in mind that:

•

All Chatter emails display the Chatter logo and Salesforce information by default unless you replace them with your organization’s own logo and information.

•

If you previously customized the logo or footer text and want to restore the default values, use the API to set these fields to null

.

a. Choose a logo to replace the default Chatter logo.

The logo must be an existing document in the Documents tab and must be marked

Externally Available Image

.

Images with a maximum size of 150 x 50 pixels on a transparent background work best.

b. Enter custom text to replace the default footer text, up to a maximum of 1,000 characters.

The default text includes Salesforce’s name and physical address. We strongly recommend including your organization’s physical address to comply with applicable anti-spam laws.

5. Select

Send welcome email

to send email to users when they’re added to the community.

Important:

Welcome emails contain login information for external members. If you don’t select this option, you’ll have to manually send external members their usernames and passwords.

The link provided in the welcome email is valid for 6 months.

Welcome emails are sent when:

•

A community changes from

Preview

status to

Active

status. Emails are not sent when a community is in

Preview

or

Inactive

status.

•

An administrator adds a new profile or permission set to a

Active community.

•

A user is assigned a profile or permission set that is part of a

Active community.

Note:

If a profile or permission set is part of multiple communities, users with that profile or permission set receive a welcome email from each community. The first email contains login credentials, but emails from subsequent communities simply contain a link to the community.

6. Use the default email templates or use the lookups to select different templates for welcome emails to new community members, forgotten password emails, and notification emails about reset passwords. If your organization uses email templates to submit case comments, you can select a template (none is provided by default).

User-initiated password reset links expire in 24 hours. Administrator-initiated password reset links don’t expire. You can customize any default template.

Note: If you customize the contents of an email template, we recommend that you use the

{!Community_Url}

merge field. This custom merge field populates the unique URL for a community, ensuring that emails to users contain URLs with the correct parameters and direct users to the appropriate community to log in or change a password.

7. Click Save.

Emails sent as a result of approvals, workflows, and case comments are sent based on community membership. For example, if a workflow triggers an email, all the recipients are grouped based on community membership and then one email is sent to each group. If the user is a member of multiple active communities, the email comes from the oldest active community.

Another way to customize community emails is to use these fields on the API Network object.

•

CaseCommentEmailTemplateId

—ID of the email template used when submitting a comment on a case.

34

Set Up Your First Community Determine User Visibility in Your Community

•

ChangePasswordEmailTemplateId

—ID of the email template used when notifying a user that their password has been reset.

•

EmailFooterLogoId

—ID of the Document object that displays as an image in the footer of community Chatter emails.

•

EmailFooterText

—Text that displays in the footer of community Chatter emails.

•

EmailSenderAddress

—Read only. Email address from which community emails are sent.

•

EmailSenderName

—Name from which community emails are sent.

•

ForgotPasswordEmailTemplateId

—ID of the email template used when a user forgets their password.

•

NewSenderAddress

—Email address that has been entered as the new value for

EmailSenderAddress

but has not been verified yet. After a user has requested to change the sender email address and has successfully responded to the verification email, the

NewSenderAddress

value overwrites the value in

EmailSenderAddress

. This becomes the email address from which community emails are sent.

–

If verification is pending for a new email address and you set

NewSenderAddress

to null, this cancels the verification request.

–

NewSenderAddress

is automatically set to null after

EmailSenderAddress

has been set to the new verified address.

–

If verification is pending for a new email address and you specify a different new address for this field, only the latest value is retained and used for verification.

•

OptionsSendWelcomeEmail

—Determines whether a welcome email is sent when a new user is added to the community.

•

WelcomeEmailTemplateId

—ID of the email template used when sending welcome emails to new community members.

Determine User Visibility in Your Community

User sharing lets you decide whether all users in a community are visible to each other.

User sharing for external users is turned on by default when you enable Communities. This setting applies to all communities in your organization.

The default setting allows an external user to see other external users under the same account and users in common communities. You can change the organization-wide default for Users to make your communities more restrictive or open, depending on your use case.

If the you deselect Community User Visibility, external users can’t see each other. For example, John and Sally are external users. John can’t:

•

Search for Sally

•

Find Sally in the community People tab, even if Sally is a member of the community

•

Add Sally to a group

•

Share a file or record with Sally

If John and Sally are members of the same group or share the same record, then they can see each other’s conversations and updates within the group or on the record, but nowhere else.

If Sally belongs to the same account as John, and John has delegated external user administration privileges, then John can see Sally.

Delegated External User Administration takes priority over user sharing.

Note:

User sharing doesn’t apply to the Recently Viewed list on the People tab in Chatter or on user lookups. From that list, users can view people they have viewed before, but who aren’t members of the community.

To view or change user sharing settings:

1. From Setup, enter

Sharing Settings

in the

Quick Find

box, then select Sharing Settings.

2. Click Edit in the Organization-Wide Defaults area.

35

Set Up Your First Community Show Nicknames Instead of Full Names in the Community

3. Deselect the Community User Visibility checkbox make external users visible only to themselves and their subordinates.

The setting applies to all communities in your organization.

4. Click Save.

For more information, on user sharing see the following topics in the Salesforce online help.

•

Understanding User Sharing

•

Controlling Who Community or Portal Users Can See

Show Nicknames Instead of Full Names in the Community

Enabling nickname display in your community allows more privacy and protects member identities.

This is especially helpful in a public community where unregistered visitors can access member profiles.

All users have nicknames by default, which they can modify by going to

Your Name

> Edit

Contact Info in the global header or from their Chatter user profile.

1. Access Community Management in one of the following ways.

•

From the community:

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

USER PERMISSIONS

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community.

To enable nickname display:

•

“Create and Set Up

Communities”

AND

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

2. Click AdministrationPreferences.

3. Select Enable nickname display, then click Save.

Is a member of the community whose

Community

Management page they’re trying to access.

Nicknames are shown in place of first and last names in almost all locations in the community, including in feeds, list views, groups, search results, recommendations, and on user profiles and files. Additionally, Salesforce1 and any community sites activated using community templates show nicknames as well.

A few restrictions to keep in mind about nickname display:

•

Private messages display full names. You can choose to turn off private messages to avoid this.

•

Records and user lookups on records show full names. Keep in mind, though, that you can control record and user visibility with sharing rules.

•

Mobile notifications in Salesforce1 show full names. You can turn off mobile notifications in Salesforce1 to avoid this.

•

Searches by first, last, and full names aren’t restricted and return matches, but the search results display only nicknames. The auto-complete recommendations in global search and the recent items list show any first, last, and full names that the user has already searched by or has accessed via a record or another location.

36

Set Up Your First Community Enable Public Access to a Community

Enable Public Access to a Community

Enable access to communities for guest (unlicensed) users, without requiring them to log in or register with the community.

Public communities lend themselves well to business-to-consumer (B2C) type scenarios and allow you to reach a broader audience. Consider the example of a customer support community. A community with public discussions, known issues, and solutions posted by other community members or customer support allows existing and potential customers to view information without making costly support calls.

Public access to any community depends on the level of access you grant the guest user profile, enabling access to Chatter content via the API, and can also be controlled per page in Community

Builder.

Guest User Profiles

Whenever you make a community using the Community Creation wizard, Salesforce automatically creates a guest user profile for the community. To view or modify the guest user profile permissions, access the guest user profile in one of the following ways, and change its settings to open up or limit access to your community.

•

In Salesforce Tabs + Visualforce communities, access Community Management. From the drop-down list, select Go to Force.com.

•

In Community Builder-based templates, access Community Builder. Select the guest user profile name from Settings > General.

–

If you have enabled profile-based rollout for Chatter in your organization, guest users can’t access public communities until you enable Chatter access on the guest user profile. For more information, see Control Chatter Access through User Profiles in the Salesforce Help.

–

Also, page variations and page-level settings gate access to your community pages.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To enable public access to community content:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

Enabling Public Access to Chatter Via the API

The following Lightning and Visualforce pages and components in communities need access to underlying Chatter capabilities to load correctly for guest users.

•

Case Feed

•

Featured Topics & Feeds

•

Feed

•

Group

•

Group Detail

•

Headline

•

Recommendations

•

Record Information Tabs

•

Related Lists

•

Reputation

•

Search & Post Publisher

To enable access to Chatter functionality, in Community Management:

1. Click AdministrationPreferences.

37

Set Up Your First Community Use Custom Visualforce Error Pages for Authenticated Users

2. Select Give access to public API requests on Chatter, then click Save.

Enabling public access via the guest user profile and the public API also allows you to expose groups, topics, user profiles, and feeds for guest users via Chatter in Apex. This is particularly helpful when you’re building your own community pages from scratch.

Use Custom Visualforce Error Pages for Authenticated Users

If you have customized Visualforce error pages, you can have those pages display for authenticated community users.

To assign or customize your Visualforce error pages, from Community Management, click the

Community Management menu in the global header and select Go to Force.com. The Error Pages section lists your current page selections.

When Use custom Visualforce error pages is selected, users who are logged in to the community will see your custom Visualforce error pages. When Use custom Visualforce error pages isn’t selected, users logged in to the community see the default Visualforce error pages. Guest users who aren’t logged in to the community will always see the custom Visualforce error pages, regardless of whether or not you select the checkbox.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

2. Click AdministrationPreferences.

3. Select Use custom Visualforce error pages, then click Save.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

38

Set Up Your First Community Limit Files in Your Community

Limit Files in Your Community

Restrict the size and types of files that your community members can upload. This whitelist of file types lets you control what your community members upload and also prevents spammers from polluting your community with inappropriate files.

Community file moderation must be enabled for your org before you can limit files in your community. If you don’t see the option to limit files in Community Management, contact Salesforce.

Your community file limits apply to files uploaded by community members anywhere in the community—in posts and comments, directly in the Files tab, and also from Salesforce1. You can also set community file limits using the SOAP API or Metadata API.

Files uploaded before setting your file limits are unaffected. However, newer versions of those files must meet the limits you specify.

Keep the following things in mind:

•

A file must meet the file limits set in the community in which it’s uploaded. For example, if a customer uploads a file on a case and then an agent uploads a newer version in your Salesforce internal org, the limits from the customer community still apply.

•

Files uploaded in your internal Salesforce org that are shared in a community aren’t subject to community file limits.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To limit the files in your community:

•

“Manage Communities”

OR “Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

•

From Setup, enter

All Communities

in the Quick Find box, then select All Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community

Management.

2. Select AdministrationPreferences, then enter your limits in the Files section on the page.

•

Maximum file size in MB

—Enter a number between 3 MB and your org’s maximum file size. To use the default limit of 2 GB, leave this field empty or enter

0

.

•

Allow only these file types

—Enter file extensions separated with a comma (for example:

jpg,docx,txt

).

You can enter lowercase and uppercase letters. You can enter up to 1,000 characters. To allow all file types, leave this field empty.

3. Click Save.

After you set your community’s file limits, members receive an error message if their file is larger than the size you set or if their file extension isn’t allowed.

When a member tries to upload multiple files at once and a file is found that doesn’t meet your limits, none of the files are uploaded.

39

Set Up Your First Community Create a Custom Robots.txt File for Your Community

Create a Custom

Robots.txt

File for Your Community

The robots.txt

file uses include and exclude rules to inform web spiders and robots about which areas of your community to index. To allow only specific areas of your community to be indexed, create a Visualforce page to host this information. After you specify your rules, search engines use the file to index your community pages.

Available in: Salesforce Classic

Available in: Enterprise, Performance, and Unlimited Editions

USER PERMISSIONS

To create a Visualforce page and robots.txt file for your community:

•

“Create and Set Up

Communities”

Your custom robots.txt

file must contain the path to the auto-generated site map—for example, https:// <community_URL>/s/sitemap.xml

. robots.txt

is placed at the root level of your community.

Here’s an example of a Visualforce page with indexing rules for a community:

<apex:page contentType="text/plain">

User-agent: *

Disallow: / # hides everything from ALL bots

Allow: /

<path-prefix-1>

/s # add path you want to open to bots

Allow: /

<path-prefix-2>

/s # add path you want to open to bots

Sitemap: http://

<community_URL>

/s/sitemap.xml

Sitemap: http://

<community_URL>

/

<sub_path>

/s/sitemap.xml

</apex:page>

Note: You may have more than one community, each with various subpaths. Keep in mind that they all share the same file, so be sure your indexing rules account for the pages in all your communities. The Visualforce page with the robots.txt info must be within the community that has no subpath name at all, so at the root level.

To create and use a custom robots.txt

file:

1. Create a list of include and exclude rules for the different areas of your community that you want to expose or hide from search engines. Save this information in a text file.

2. In Setup, enter

Visualforce Pages

in the

Quick Find

box, then select Visualforce Pages and click New to create a

Visualforce page. Give it any name; you can even call it robots

.

3. Paste the list of indexing rules in the Visualforce page. The final contents should look similar to the example above, with more rules as required.

4. Click Save.

5. Back on the Community Management page for your community, click AdministrationPages > Go to Force.com and then Edit on the Site Details page.

6.

In the Site Robots.txt field, enter the name of the Visualforce page you created, or click to search for the file.

7. Click Save.

8. Optionally, submit your sitemap.xml

file directly to search engines. For example, submit the file to Google

™

Webmaster Tools and Bing

®

Webmaster Tools to allow users of those search engines to discover content in your community.

To confirm that the robots.txt

file is available for robots and spiders, navigate to https://<community_URL>/robots.txt

.

Similarly, to view the site map, navigate to https://<community_URL>/s/sitemap.xml

.

40

Set Up Your First Community Create Communities Users

Create Communities Users

To allow an external user to access your community, enable the user’s contact record as a customer user or partner user, depending on the user’s license type. Your community can contain users with

Partner Community, Customer Community, and Customer Community Plus licenses.

If your organization has person accounts, you can’t use them as partner accounts or create partner users that are associated with them. You can use only business accounts as partner accounts.

1. To create partner users:

a. View the external account you want to create a user for.

b. Create a contact. Click New Contact from the Contacts related list. Fill in the appropriate details, then click Save.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

Note:

Note:

A non-partner account can’t own a partner contact.

Person accounts can’t own partner users.

c. On the contact detail page, click Manage External User, then Enable Partner User.

If you don’t see the Enable Partner User button, ask your administrator to check whether it’s included in the Contact page layout.

d. Edit the user record for this external user.

•

Select the Partner Community user license.

•

Select the appropriate profile. Remember that profiles give users access to tabs in your community, so be sure that you choose a profile that has the appropriate tabs exposed.

To create partner users:

•

“Manage External Users”

To create customer users:

•

“Manage External Users”

OR

“Edit Self-Service Users”

Important: When creating customer users, the account that the new contact is associated with must have an account owner that is assigned a role.

Note:

The available profiles for external users are limited to the Partner

Community User profile or profiles cloned from it. Unlike a standard user, the partner user role is automatically assigned based on the account name.

The partner user role is a subordinate of the account owner’s role. Therefore, all data for the partner user role rolls up to the partner account owner’s role. If you disable a partner user, the partner user role becomes obsolete, and the data no longer rolls up to the partner account role.

To log in as an external user:

•

“Manage Users”

AND

“Edit” on Accounts

•

Deselect Generate new password and notify user immediately so that users don’t receive a password before the community is activated. When you activate the community, the user receives a welcome email with the login information, as long as the

Send welcome email

option is selected for the community.

Note: If you select this option but your organization doesn’t have

Active communities that the user is a member of, Salesforce doesn’t send the email.

If

Send welcome email

is disabled for your community, the user doesn’t receive an email with the username and password. You must manually send the information.

e. Click Save.

41

Set Up Your First Community Create Communities Users

Note: Creating an external user with a Customer Community Plus license is similar to creating a partner user. On the contact record, select Manage External User, then Enable Partner User. Also, when editing the user record, you select the Partner

Community User profile or a profile cloned from it.

2. To create customer users:

a. Create a contact.

b. On the contact detail page, click Manage External User, then Enable Customer User.

Note:

If you don’t see the Enable Customer User button, ask your administrator to check whether it’s included in the

Contact page layout.

c. Edit the user record for this external user.

•

Select the appropriate profile. The available profiles are limited to the Customer Community User profile and any profiles cloned from it.

Remember that profiles give users access to tabs in your community, so be sure that you choose a profile that has the appropriate tabs exposed.

•

Deselect Generate new password and notify user immediately so that users don’t receive a password before the community is activated. When you activate the community, the user receives a welcome email with the login information, as long as the

Send welcome email

option is selected for the community.

Note:

If you select this option but your organization doesn’t have

Active communities that the user is a member of, Salesforce doesn’t send the email.

If

Send welcome email

is disabled for your community, the user doesn’t receive an email with the username and password. You must manually send the information.

d. Click Save.

Note: Customer Users don’t see the Notes & Attachments related list on accounts or contacts.

To troubleshoot issues or ensure that the community is configured appropriately, on the contact detail page, click Manage External

User and choose Log in As Partner User or Log in as Customer User. You must have Edit permission on Accounts to log in as a

Partner User or Customer User. A new browser window opens and you are logged in to the community on behalf of the external user.

When you log in as an external user, you see the behavior that the external user sees. For instance, external users only see the community drop-down menu if they have access to more than one

Active community. Also, if an external user who is only a member of one

Active community is given the URL for

Preview community, the user doesn’t see the drop-down menu when in the

Preview community.

Note: As a security measure, when administrators are logged in as another user, they can’t authorize OAuth data access for that user. For example, admins can’t authorize OAuth access to user accounts, including single sign-on to third-party applications.

Consider the following when creating external users.

•

External users can’t be deleted. If you no longer want an external user to have access to a community, deactivate the user.

42

Set Up Your First Community Enable Cases for Communities Users

Enable Cases for Communities Users

Enable cases for external users so that they have access to and can create cases in your communities.

When you enable cases for external users in your community, you can assign cases to those members.

Additionally, external members can edit cases, create new cases, add case comments, reassign cases, find case solutions, and create case teams. External users can’t edit case comments, associate assets with cases, or delete cases.

Note: Case comments added by external users in communities are public and can be viewed by any user that can view the case.

1. Add the Cases tab to the list of available tabs in your community.

2. Set tab visibility and “Read,” “Create,” and “Edit” object permissions. You can either set them on the profile or using a permission set. We recommend using a permission set if you plan to apply these permissions selectively.

a. If using a profile, such as the Partner Community profile, set the cases tab setting to

Default On

and enable the “Read,” “Create,” and “Edit” object permissions for cases.

b. If using a permission set, create a permission set with the following settings for cases:

•

In the Tab Settings, select Available and Visible.

•

In the Object Settings, select “Read,” “Create,” and “Edit”.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To enable cases for

Communities users:

•

“Manage Profiles and

Permission Sets”

If case comment notification to contacts is enabled, emails sent to external users include a link to the community. Emails sent to contacts for case creation and update notifications also include a link to the community.

Delegate External User Administration

You can delegate user administration to external users so that they can decide who should access the community.

External users who are delegated administrators can:

•

Create external users

•

Edit external users

•

Reset passwords for external users

•

Deactivate existing external users

You can grant delegated external user administration rights to users with Partner Community,

Customer Community Plus, Gold Partner, Enterprise Administration, and Customer Portal Manager licenses.

1. From Setup, enter

Profiles

in the

Quick Find

box, then select Profiles and click a custom profile.

You can’t edit standard profiles.

You can add

Delegated External User Administrator

to a permission set that you assign to a standard profile.

2. Click Edit.

3. Select

Delegated External User Administrator

.

4. Click Save.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To manage external users:

•

“Manage External Users”

To create, edit, and delete profiles:

•

“Manage Profiles and

Permission Sets”

43

Set Up Your First Community Grant Super User Access to Partner Users in Your Community

5. Click Edit in the Delegated External User Profiles related list.

6. Select the profiles you want users with this profile to be able to administer.

7. Click Save.

Consider the following 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.

Grant Super User Access to Partner Users in Your Community

Partner Super User Access must be enabled in your Communities Settings before you can grant access to users. Use this information to grant super user access to users with Partner Community licenses. You can also grant super user access to users in your community with

Customer Community Plus licenses. To learn more, see

Grant Super User Access to Customer Users in Your Community

.

Granting super user access to external users in your community lets them access more data and records, regardless of sharing rules and organization-wide defaults. Super users have access to data owned by other partner users belonging to the same account who have the same role or a role below them in the role hierarchy. Super user access applies to cases, leads, custom objects, and opportunities only. External users have access to these objects only if you exposed them using profiles or sharing and added the tabs to the community during setup.

1. View the contact record for the user.

2. Click Manage External Account, then choose Enable Super User Access.

3. Click OK.

Grant Super User Access to Customer Users in Your Community

Enable super user access so that external users in communities can access additional records and data.

You can only grant customer super user access to users with Customer Community Plus licenses.

To grant super user access to users with Partner Community licenses, see Grant Super User Access to Partner Users in Your Community .

The “Portal Super User” permission lets delegated external user administrators do the following for their own account:

•

View, edit, and transfer all cases

•

Create cases for contacts

•

View and edit all contacts, whether communities-related or not

•

View account details when they’re the contact on a case

•

Report on all contacts, whether portal enabled or not, if the Reports tab is added to your community and the user has the “Run

Reports” permission

Add the “Portal Super User” permission to a permission set and assign it to Customer Community Plus users so that they have access to their account and can view and edit all of its cases and contacts without having the ability to manage other external users.

44

Set Up Your First Community Activate Your Community

1. From Setup, enter

Permission Sets

in the

Quick Find

box, then select Permission Sets.

2. Either create or clone a permission set.

3. In the App Permissions section, add the “Portal Super User” permission.

4. Click Save.

5. Assign the permission set to your Customer Community Plus users by clicking Manage Assignments and then adding the appropriate users.

Activate Your Community

Activate your community to make it accessible to community members. The effect of activating a community differs by template.

•

Salesforce Tabs + Visualforce: Activating the community makes the community URL active and enables login access for community members. If

welcome emails are enabled when you

activate, a welcome email is sent to all members. If any of those users are new portal users, their welcome email includes their username and password.

•

Koa, Kokua, or Customer Service (Napili): Activating the community sends out a welcome email to all community members and registers the site with Brombone

™

, a search engine optimization service. To make the community URL active and enable login access for community members,

publish the community .

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

2. Click AdministrationSettings.

3. Click Activate Community.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

45

Set Up Your First Community Community Management

Community Management

Manage Your Community

Community Management is your one-stop shop for setting up and monitoring your community.

Administrators can manage basic setup information including membership and branding.

Community managers can view dashboards about groups, members, feed activity, and license usage, and manage the community’s reputation system. Moderators can see which items have been flagged for review.

You can customize your community at any time, but if you plan on making major changes, we recommend deactivating the community first.

Home

Important: The options available in Community Management are based on your community template selection, permissions, and preferences. For example, if your community does not use topics, you don’t see the Topics section. Some of the options in the following list might not appear in your community. To display all sections, go to AdministrationPreferences and enable Show all settings in Community Management.

•

View your community’s home page dashboard. If your home page still displays a message to install the Salesforce Communities Management, your administrator hasn’t mapped a dashboard yet.

•

Preview the community or access your community’s settings in the Community Builder,

Force.com, or Site.com Studio from the Community Management menu in the global header.

Engagement

Monitor recent activity and take immediate action without leaving Community Management.

Insights are set up by the administrator.

If the Engagement section doesn’t appear, the administrator hasn’t mapped any Insights for your community.

Dashboards

View dashboards and monitor information about groups, members, feed activity, moderation, topics, and license usage for this community.

Dashboards are set up by the administrator.

If the Dashboards section doesn’t appear, the

administrator hasn’t mapped any dashboards for your community.

Moderation

View reports for flagged posts, comments, messages, and files. You can also see a report of all posts that are pending review and set up moderation rules for your community.

Moderation is set up by the administrator.

Topics

Create a navigation menu and showcase popular topics in your community.

Navigational topics

and featured topics

are set up by the administrator or in the case of self-service templates, they are enabled by default. If the Topics section doesn’t appear, your community is not using topics.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To access Community

Management:

•

“Access Community

Management” OR

“Manage Communities”

OR “Create and Set Up

Communities”

•

AND is a member of the community whose

Community

Management page they’re trying to access

To access moderation rules and criteria:

•

“Manage Communities”

OR “Create and Set Up

Communities”

•

AND is a member of the community whose

Community

Management page they’re trying to access

To customize administration settings or use Community

Builder:

•

“Create and Set Up

Communities”

•

AND is a member of the community whose

Community

Management page they’re trying to access

46

Set Up Your First Community Manage Your Community

Recommendations

Recommendations can help drive engagement in a community. They can be set up to encourage users to watch videos, take trainings, and more.

Recommendations are set up by the administrator.

If the Recommendations section doesn’t appear, the administrator hasn’t set up

any.

Reputation

Set up reputation levels and points to reward members for activity in the community feed.

Reputation is set up by the administrator.

If the Reputation section doesn’t appear, the administrator hasn’t enabled it.

Administration

On the Administration page, you can update basic setup for the community, including:

•

Members

—Add or remove members based on profiles or permission sets.

•

Tabs

—Select the tabs you want community members to see. Tabs are also used to determine community navigation in Salesforce1.

Tab settings aren’t used if your community was created with one of the Self-Service templates.

•

Branding

—Select an out-of-box branding theme. This branding is only used if your community uses the Salesforce tabs +

Visualforce template.

•

Login & Registration —Select the default community login page and set up self-registration.

•

Emails —You can customize email sender information, Chatter email branding, and templates in your community emails.

•

Pages —Configure page assignments for your community and access the Force.com and Site.com settings for your community.

•

Preferences —Update important settings such as flagging content, nickname display, public access to Chatter, and file limits.

•

Settings —Edit your community name, description, and URL. You can also manage the status of your community and update your community template

Lookups in Community Management initially return the items you most recently viewed from within the community. If an object you’re looking for isn’t in the Recently Viewed Documents list, try typing all or part of the object name and searching again.

Important:

If you’re an administrator and accidentally remove yourself from a community, you can’t access the Administration settings in Community Management. To add yourself back to the community or make other membership updates,

use the

API

.

What’s a Community Manager?

Every community needs someone to take an active role in making sure that the community thrives.

Community managers spend time every day encouraging member participation, keeping conversations going, and recognizing members for contributing.

Community managers must be employees of your organization; external community members can’t be community managers.

EDITIONS

Available in: Salesforce

Classic

A community manager is a member of the community that takes on the extra responsibility of monitoring community engagement. Community managers need access to reports and dashboards that show trends in activity and membership. They also need to be aware if members aren’t logging in as frequently as they should be. By monitoring community membership and activity, community managers can figure out how to engage community members and ensure that they participate.

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

A powerful tool for a community manager is the ability to recognize individual members for their participation, because community managers know that recognition and a little friendly competition usually lead to more active members. Community managers can set up a point system and reputation levels that reward members with points when they perform certain actions. Once members reach the top of the level’s point threshold, they move up a level.

47

Set Up Your First Community Manage Your Community

Assign a Community Manager

To assign a user as a community manager, simply give them the “Manage Communities” permission.

Community managers must be employees of your organization; external community members can’t be community managers. To assign a user as a community manager, give them the “Manage

Communities” permission. With this permission, they can access the Community Management page.

1. From Setup, enter

Permission Sets

in the

Quick Find

box, then select Permission

Sets, then click New.

2. Create a permission set that includes the “Manage Communities” permissions.

3. From Setup, enter

Users

in the

Quick Find

box, then select Users.

4. Find the user you want to be a community manager and add the permission set to their

Permission Set Assignments related list.

The user can now manage the community through Community Management.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To assign permission sets:

•

“Assign Permission Sets”

48

Set Up Your First Community Manage Your Community

Access Community Management

Community administrators and managers use Community Management to monitor community activity, and set up other important management features.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community. To access this page, you need the Create and Set Up Communities” permission.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

2. Choose the part of the community you want to manage:

•

Preview the community or access your community’s settings in the Community Builder,

Force.com, or Site.com Studio from the Community Management menu in the global header.

•

In Engagement, you can view Insights reports and take action on activity in your community.

•

In Dashboards, you can view community dashboards and reports.

•

In Moderation, you can set up moderation rules and monitor flagged feed items.

•

In Topics, you can manage navigational and featured topics.

•

In Recommendations, you can set up custom recommendations to appear in your community.

•

In Reputation, you can set up reputation levels and points.

•

In Administration, you can customize your community properties, such as name, description,

URL, status, and template. You can also update your community settings, such as members, tabs, branding, login and registration, and emails.

Important: The options available in Community Management are based on your community template selection, permissions, and preferences. For example, if your community does not use topics, you don’t see the Topics section. Some of the options in the following list might not appear in your community. To display all sections, go to

AdministrationPreferences and enable Show all settings in Community

Management.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To access Community

Management:

•

“Access Community

Management” OR

“Manage Communities”

OR “Create and Set Up

Communities”

•

AND is a member of the community whose

Community

Management page they’re trying to access

To access moderation rules and criteria:

•

“Manage Communities”

OR “Create and Set Up

Communities”

•

AND is a member of the community whose

Community

Management page they’re trying to access

To customize administration settings or use Community

Builder:

•

“Create and Set Up

Communities”

•

AND is a member of the community whose

Community

Management page they’re trying to access

49

Set Up Your First Community Dashboards and Insights

Dashboards and Insights

Report on Communities with the Dashboards and Insights Package

The Salesforce Communities Management package gives community managers an essential starter set of dashboards and reports to keep tabs on activity and engagement directly in Community

Management.

Use the Salesforce Communities Management package to:

•

Take advantage of the newest features using preconfigured reports (use the latest package version)

•

View the latest metrics and rapidly spot trends

•

Determine how fast your community is growing

•

Find out who your most engaged members are

•

Discover which discussions people and groups are most excited about

•

Identify areas in your community that need attention

•

Take immediate action on recent activity with Insights reports

Note: To use the preconfigured Insights reports, your community must use Chatter.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To install AppExchange packages:

•

“Download

AppExchange

Packages”

Install one of the following versions from the AppExchange:

•

Salesforce Communities Management (for Communities with Chatter)

•

Salesforce Communities Management (for Communities without Chatter)

Tip:

For installation instructions, detailed information about the reports, and upgrade instructions, see

Get Started with the

Communities Management AppExchange Package

.

During installation, dashboard and report folders are automatically installed in your internal org. You’ll also have the option to give your community managers access to the package contents so you don’t have to share the dashboard and report folders with them later. If you have no previous Insights or dashboards mapped in Community Management, they are automatically mapped for you during installation.

After the package is installed, you can access your new dashboards and reports alongside all your other Salesforce dashboards and reports. When you view the dashboards in Community Management, community-specific data is displayed. After installation, here’s what you see in Community Management.

Navigation

Section

Page Name

Dashboards Home

Overview

Activity

Description

Stay informed about recent activity or membership. This dashboard is mapped to your

Community Management home page.

See the overall state of your communities at a glance. 90-day trending reports show total membership, newly joined members, and member logins. If you have Chatter enabled, 90-day snapshots show post and comment metrics.

See metrics about posts, comments, daily unique contributors, and which types of members are contributing posts and comments.

Requires

Chatter

50

Set Up Your First Community Dashboards and Insights

Navigation

Section

Page Name Description

Custom

Recommendations

See how your community's custom recommendations are doing and how often the recommendations are viewed, clicked, or dismissed. You can view data for individual recommendations or across channels.

Requires

Chatter

Files

Groups

Members

Moderation

Q & A

Track content uploads, downloads, engagement, and content creators.

Monitor membership and post-and-comment activity in groups—one of the top drivers of community success.

Gauge membership growth, and see login metrics for the last 30 days.

Track flagged content in your community.

Review metrics about questions, answers, and best answers posted in your groups.

Self-Service

Engagement

Topics

Adoption

Engagement

See metrics about questions, answers, and best answers posted in your user profiles.

This dashboard is great for communities using the Customer Service (Napili) template.

See metrics about the navigational and featured topics in your community.

Monitor member activity and help drive adoption in your community.

Group

Topics

Files

Self-Service

Track posts and comments in groups and see which members are truly engaged in your community.

Identify groups with deactivated or inactive owners and groups that have been or will be archived soon.

Keep an eye on recent topic activity in your community.

Monitor file uploads and downloads, including files receiving many comments.

Moderation Flagged

Pending

Members

Track questions and answers in user profiles, including questions escalated to cases.

This Insights page is great for communities using the Customer Service (Napili) template.

Track flagged posts, files, messages, and content flagged by moderation rules.

Manage posts pending approval.

Monitor spammers or new members.

Audit Trail Audit moderation, including flagging by users, moderation rules, and moderator actions.

The dashboards and reports provided in the package are 100% customizable. Don’t be afraid to customize and change what you get in the package. You won’t hurt our feelings. As newer versions of the package become available, you can upgrade your package by reinstalling it. If you customized any of the reports and dashboards, fear not; your customizations are retained during upgrade.

51

Set Up Your First Community Dashboards and Insights

Insights for Community Engagement

Insights are reports that help your community managers monitor activity and take action on that activity. Insights make it easier to manage day-to-day moderation tasks, encourage community engagement, and drive member adoption. You can set up Insights to monitor new members, unanswered questions, newly created groups, trending topics, and even recent Chatter contributions.

Example: With an Insights report set up to track new members, community managers can quickly navigate to a new member’s profile to send them a welcome message.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

They can also access other reports about members directly from the Insights page using the drop-down menu.

Tip: Let us do the setup work for you! Get out-of-the-box Insights in the

Salesforce Communities Management package

available for download from the AppExchange. To use the preconfigured Insights reports, your community must use Chatter.

Insight reports provided in the package are 100% customizable. You can change the default Insights page names, report folder mappings, and even the Insights report columns and filters at any time. So don’t be afraid to customize or change what you get in the package. You won’t hurt our feelings.

52

Set Up Your First Community Dashboards and Insights

Enable and Map Insights for Community Managers

Community managers can use Insights reports to monitor recent activity and take action on that activity. To get up and running quickly, use preconfigured Insights from an AppExchange package.

You can also create and map your own. Each community can have their own Insights.

Insights pages map to report folders in your internal org. All the reports included in that folder are displayed in the drop-down menu on the Insights page. Adding or removing an Insights report from the report folder in your internal org updates the Insights page in Community Management.

On the Insights page, links are automatically created for report fields such as

Created By

or

Group Name

. For posts, comments, and messages, you can even see the contents directly on the page.

Tip:

Get out-of-the-box Insights in the

Salesforce Communities Management package

available for download from the AppExchange. To use the preconfigured Insights reports, your community must use Chatter.

When you install the package, report folders are automatically installed in your internal org.

If you have no previous Insights mapped, the package automatically maps them for you. You can change the default mappings at any time.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

Use the following steps to map or update your Insights in Community Management:

1.

Open Community Management

.

2. Click EngagementSettings.

3. Provide a name for each Insights page and then select the report folder you want to map to the page.

You can have up to 10 Insights pages mapped in Community Management.

Make sure that you have shared the mapped report folder with your community managers or they won’t be able to view the Insights reports.

To map Insights in

Community Management:

•

“Manage Communities”

OR “Create and Set Up

Communities”

AND

“Manage Reports in

Public Folders”

AND

Is a member of the community whose

Community

Management page they’re trying to access

4. Click Save.

Insights pages are visible to community managers when they expand the Engagement section of Community Management.

Go check out your changes. Click Engagement and then click each Insights page name. Use the drop-down menu to verify the reports mapped to each page.

If you installed the Salesforce Communities Management package, moderation-related Insights reports are also mapped to pages in the

Moderation section of Community Management. Unlike the page names in the Engagement section, the page names in the Moderation section can’t be renamed or unmapped.

53

Set Up Your First Community Dashboards and Insights

Create Insights to Display in Community Management

You can create your own Insights to display in Community Management. We recommend that you create your Insights reports based on custom report types available for communities.

Tip: Get out-of-the-box Insights in the

Salesforce Communities Management package

available for download from the AppExchange. To use the preconfigured Insights reports, your community must use Chatter.

Use the following process to create Insights to display in Community Management:

1. Create custom report types based on the Networks object.

Only reports that are based on the Networks object show community-specific information in

Community Management.

Note: You can create reports based on other objects and expose them in Community

Management. Just keep in mind that they show data from across your organization, not just for the community in which you’re viewing them.

•

Select Networks as the primary object.

•

Select a child object:

–

Chatter Messages

–

Feed Revisions

–

Groups

–

Network Audits

–

Network Activity Daily Metrics

–

Network Feed Revisions

–

Network Members

–

Network Membership Daily Metrics

–

Network Moderations

–

Network Public Usage Daily Metrics

–

Network Unique Contributor Daily Metrics

–

Recommendation Metric

–

Topic Assignments

–

Topics

–

Unpublished Feed Entities

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create custom report types:

•

“Manage Custom Report

Types”

To create, edit, and delete reports:

•

“Create and Customize

Reports”

To create and share report folders:

•

“Manage Reports in

Public Folders”

2. Use the custom report type to create an Insights report.

Insights reports are just like any other report, except they must also meet the following requirements:

•

The report can only be a tabular-based report.

•

The report can’t include pagination.

•

We recommended that your report only return 2,000 rows or less because only the first 2,000 rows are displayed in Community

Management.

•

To view “Approve” and “Delete” comment actions, you must add the FeedCommentID column to your Insights report.

54

Set Up Your First Community Dashboards and Insights

Be sure not to filter the report by Network ID to ensure that the report dynamically displays data for the community you view it from.

Adding a Network ID filter causes the report to only show data for the community with that Network ID, regardless of which community you view it in.

3. Save the report to a new report folder that you’ll use for mapping in Community Management.

We recommend that you create a separate report folder for each of your Insights pages. For example, create one report folder called

Insights Members

and another called

Insights Moderation

.

Insights pages map to report folders in your internal org. All the reports included in that folder are displayed in the drop-down menu on the Insights page. Adding or removing an Insights report from the report folder in your internal org updates the Insights page in

Community Management.

4. Share your Insights report folder with your community managers.

5.

In Community Management, click EngagementSettings to map Insights pages to your report folder.

When a community manager accesses Community Management, the Insights reports appear in the drop-down menu on the mapped

Engagement page.

Note:

Some Insights are not available in Developer Edition or sandbox orgs.

Create Custom Actions for Community Management Insights

Do more with community Insights reports with custom actions. Say a spammer attacks your community. You can create and use a custom action to remove all the spammer’s posts and comments with just one click. Custom Insights actions work with standard objects and custom objects.

When you click an Insights action in the report, behind the scenes a Visualforce page drives the action. The Visualforce page links to standard or custom objects using standard controllers or standard list controllers.

Here are the high-level steps of how to create a custom Insights action:

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

1. Create a Visualforce page.

There are a few options you can use:

USER PERMISSIONS

•

Use a standard controller

Choose this option to create a Visualforce page that contains the same functionality and logic used in standard Salesforce pages. For example, if you use the standard Accounts controller, clicking a Save button in a Visualforce page results in the same behavior as clicking Save on a standard Account edit page.

To create, edit, and set version settings for

Visualforce pages:

•

“Customize Application”

To edit custom Visualforce controllers:

•

“Author Apex”

•

Use a standard list controller

Choose this option to create a Visualforce page that can display or act on a set of records.

Examples of existing Salesforce pages that work with a set of records include: list pages, related lists, and mass action pages.

•

Use a controller extension that uses Apex

Choose this option if you want to expose new functionality, customize the navigation through an application, use callouts or

Web services, or if you need finer control for how information is accessed for your page.

All options work with standard objects and custom objects.

For detailed information about these options, see the Visualforce Developer Guide.

55

Set Up Your First Community Dashboards and Insights

2. Add your custom action to the Insights report.

Actions are displayed based on the data returned in the report. Make sure that you have a report that is currently returning the data your action needs.

a. In Community Management, navigate to the Insights report that you want to apply your new custom action to.

b. On the report, click

and then add your custom action from the picklist.

3. Ensure that your users have the correct permissions to complete your custom action.

Depending on how you set up your custom action, after the action is executed, the user either stays on the Insights page or is redirected to a page in your internal org. Unlike our standard Insights actions, users don’t receive the standard success or failure message for custom actions.

Example: Here’s an example of a custom action to delete all activity from a community member. This custom action is great for cleaning up the community after a spam attack.

Create a custom controller extension using an Apex class and use it in your Visualforce page. The following

DeleteAllActivityControllerExtension

class is an example of a custom controller extension.

public with sharing class DeleteAllActivityControllerExtension { private List<Id> ids; private String retURL; private Database.DeleteResult[] deleteResult = null; private Map<String, String> resultMap; private String success = 'success'; private String failure = 'failure'; public DeleteAllActivityControllerExtension(ApexPages.StandardController controller)

{ resultMap = new Map<String, String>();

/* The IDs you select on the Insights page are stored in a comma separated string of IDs.

This string is passed in a parameter called "idsList" */

String idsList = ApexPages.currentPage().getParameters().get('idsList');

//The return URL to the Insights page is passed in a parameter called "retURL" retURL = ApexPages.currentPage().getParameters().get('retURL'); ids = idsList.split(',');

} public PageReference deleteAllActivity() { deleteFeedPosts(); deleteFeedComments();

//Include these two lines of code to be redirected to the Insights page after you click the action.

PageReference retPage = new PageReference(retURL); retPage.setRedirect(true);

Integer failureCount = calculateFailureCount();

Integer successCount = ids.size() - failureCount; retPage.getParameters().put(success, String.valueOf(successCount)); retPage.getParameters().put(failure, String.valueOf(failureCount)); return retPage;

}

56

Set Up Your First Community Dashboards and Insights private void deleteFeedPosts() {

List<FeedItem> feedItems = [Select Id, CreatedById FROM FeedItem WHERE

CreatedById IN :ids]; deleteResult = Database.delete(feedItems, false);

//Update the resultMap with failures to calculate the failureCount if(deleteResult != null) { for(Integer i=0;i < deleteResult.size();i++) { if (!deleteResult.get(i).isSuccess()) { for(Database.Error error : deleteResult.get(i).getErrors()) { resultMap.put(string.valueOf(feedItems.get(i).CreatedById), failure);

}

}

}

}

} private void deleteFeedComments() {

List<FeedComment> feedComments = [Select Id, CreatedById FROM FeedComment WHERE

CreatedById IN :ids]; deleteResult = Database.delete(feedComments, false);

//Update the resultMap with failures to calculate the failureCount if(deleteResult != null) { for(Integer i=0;i < deleteResult.size();i++) { if (!deleteResult.get(i).isSuccess()) { for(Database.Error error : deleteResult.get(i).getErrors()) { resultMap.put(string.valueOf(feedComments.get(i).CreatedById), failure);

}

}

}

}

} private Integer calculateFailureCount() {

Integer failureCount = 0; for (String result : resultMap.values()) { if (failure == result) { failureCount++;

}

} return failureCount;

}

}

This code creates a Delete All Activity button in your Insights report. This button deletes all posts and comments for any selected members. If you wanted to delete all private messages and files too, you could expand the code.

Note:

•

This code example doesn’t include any permission checks. This custom action only works for admins.

•

The IDs for the items you selected on the Insights report are passed to the Visualforce page using the idsList parameter.

57

Set Up Your First Community Dashboards and Insights

The following Visualforce markup shows how the custom controller extension can be used in a page:

<apex:page standardController="User" extensions="DeleteAllActivityControllerExtension" action="{!deleteAllActivity}"

/>

Enable and Map Dashboards for Community Managers

Community managers can use dashboards to measure the success of their communities. You can even map a dashboard to the Community Management Home page. You can map custom dashboards or use ones provided in an AppExchange package. Each community can have its own dashboards.

You can choose to map any dashboard you have access to, but ensure that your community managers have access as well.

All dashboards in Community Management display as Lightning dashboards, regardless of what types of dashboard you’re using or what interface your org is using. For example, a Salesforce Classic dashboard gets displayed as a Lightning dashboard in Community Management. Remember that although dashboards render in a Lightning view in Community Management, the Communities product isn’t supported in Lightning Experience. Not all browsers support this Lightning view, so make sure you’re using a supported browser .

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

Tip:

Keep in mind that you can get preconfigured dashboards in the Salesforce Communities

Management package

available for download on the AppExchange.

If the Salesforce Communities Management package is installed in your organization, each of the dashboard pages has a default mapping to a dashboard from the package. You can overwrite these values as needed.

Use the following steps to map or update your dashboards in Community Management:

1.

Open Community Management

.

2. Click DashboardsSettings.

3. For each of the pages, select the dashboard you want to show to community managers. To change the name of the dashboard page, click inside the dashboard label.

The dashboard you map to Home displays on your Community Management Home page.

To map dashboards in

Community Management:

•

“Create and Set Up

Communities” OR

“Manage Communities”

AND

“Manage Dashboards in

Public Folders”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

4. Click Save.

Dashboards are visible to community managers when they expand the Dashboards section or visit the home page in Community

Management.

Verify the dashboard mappings by clicking Dashboards and then clicking each page name. If you mapped a dashboard to the Home page, check that out too.

58

Set Up Your First Community Dashboards and Insights

Create a Dashboard to Display in Community Management

While you can show any dashboard in Community Management, we recommend creating them based on the custom report types available for communities.

Tip:

Keep in mind that you can get preconfigured dashboards in the Salesforce Communities

Management package

available for download on the AppExchange.

All dashboards in Community Management display as Lightning dashboards, regardless of what types of dashboard you’re using or what interface your org is using. For example, a Salesforce Classic dashboard gets displayed as a Lightning dashboard in Community Management. Remember that although dashboards render in a Lightning view in Community Management, the Communities product isn’t supported in Lightning Experience. Not all browsers support this Lightning view, so make sure you’re using a supported browser .

Use the following process to create dashboards to display in Community Management:

1. Create custom report types based on the Networks object.

Only reports that are based on the Networks object show community-specific information in

Community Management.

Note: You can create reports based on other objects and expose them in Community

Management. Just keep in mind that they show data from across your organization, not just for the community in which you’re viewing them.

•

Select Networks as the primary object.

•

Select a child object:

–

Chatter Messages

–

Feed Revisions

–

Groups

–

Network Audits

–

Network Activity Daily Metrics

–

Network Feed Revisions

–

Network Members

–

Network Membership Daily Metrics

–

Network Moderations

–

Network Public Usage Daily Metrics

–

Network Unique Contributor Daily Metrics

–

Recommendation Metric

–

Topic Assignments

–

Topics

–

Unpublished Feed Entities

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create custom report types:

•

“Manage Custom Report

Types”

To create, edit, and delete reports:

•

“Create and Customize

Reports”

To create and share dashboards:

•

“Manage Dashboards in

Public Folders”

2. Use the custom report type to create a report.

Be sure not to filter the report by Network ID to ensure that the report dynamically displays data for the community you view it from.

Adding a Network ID filter causes the report to only show data for the community with that Network ID, regardless of which community you view it in.

3. Create a dashboard with components. Select the report as your source type.

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Set Up Your First Community Dashboards and Insights

•

Add a component for each report you want to include in your dashboard.

•

Find your report on the Data Sources tab and add it to the component.

In order for a Salesforce Classic dashboard to optimally render in the Lightning view used in Community Management, make sure that your dashboard meets the following requirements:

•

Includes only up to 20 reports arranged within three columns

•

Doesn’t include unsupported charts, such as funnel, scatter, table, multi-metric, pie, and gauge

For a list of dashboard features not supported in the Lightning view, see Reports and Dashboards: Lightning Experience Limitations .

Note: Metrics are supported in the Lightning view, but they display as large tiles. We recommended that you don’t include metrics in your dashboards.

4. Share the folder that you save your dashboard in with your community managers.

5.

In Community Management, click DashboardsSettings to map your dashboard.

When a community manager accesses Community Management, the dashboard appears under Dashboards. If you mapped a dashboard to the Home page, the dashboard appears there.

Dashboards in Community Management are automatically refreshed every 24 hours. To see the latest data, click Refresh. If you access the dashboard after it has been recently refreshed, the dashboard displays the globally cached data from the last refresh. If the dashboard hasn’t been refreshed in 24 hours, it’s refreshed automatically when you access it in Community Management. All role-based external users in your community can refresh dashboards set up with “Run as specified user” and “Run as logged-in user” up to 1,000 times daily per org. Scheduled and automatic refreshes don’t count against the limit. There is no refresh limit for internal users.

Remember that you can customize your dashboards at any time. To edit your dashboard, go to the DashboardsSettings page in

Community Management. Click into the Label field to edit the page name and select the down arrow to the right of the Dashboard field to map to a different dashboard. Click Edit dashboard to open the dashboard in your internal Salesforce org. If you’re using a dashboard that was created in Lightning Experience, the edit link won’t work.

Track Community Activity

Create custom reports to track usage, moderation, and other community activity.

Tip:

Keep in mind that you can get preconfigured dashboards in the Salesforce Communities

Management package

available for download on the AppExchange.

To monitor the health of your community, you can create custom report types and then create a report using that custom report type. If you want your community managers to see your report in

Community Management, you can create or edit a dashboard to include your report and then map the updated dashboard in Community Management. To change the mapping of a dashboard, click

DashboardsSettings.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

Note: Only reports that are based on the Networks object show community-specific information on the Community Management page. Using reports based on the Networks object, means you can create one custom report and use it across all your communities.

Use the following table to get started with reporting for communities:

High-level usage

Chatter Usage

Primary Object > B (Child Object) > C (Child

Object, If Applicable)

Networks > Chatter Messages

Description

Create reports on the private message activity in your community.

1

60

Set Up Your First Community Dashboards and Insights

High-level usage

Chatter Usage

Chatter Usage

Moderation

Moderation

Moderation

Moderation

Moderation

Moderation

Public Activity

Recommendations

Topic Activity

Topic Activity

User Activity

User Activity

Primary Object > B (Child Object) > C (Child

Object, If Applicable)

Networks > Feed Revisions

Networks > Groups

Networks > Network Audits

Description

Create reports on posts and comments that your members have edited.

Create reports on the groups in your community.

Create reports on all moderation activity and history in your community.

To report on moderation activity in private Chatter messages, filter the report by

Audited Object

Type

(on the Network Audits object) to equal

Chatter Message

.

Networks > Network Members > Network Activity Audit

— Moderators

Create reports on members in your community who either flagged items or moderated a flagged item.

Networks > Network Members > Network Activity Audit

— User

Create reports on the members in your community whose items were flagged, blocked, or replaced.

Networks > Network Members > User Login Create reports on frozen members in your community.

Networks > Network Moderations > Content

Documents

Networks > Network Moderations > Feed Posts

Networks > Network Moderations > Feed Comments

Networks > Network Moderations > Private Messages

Create reports on content that is currently flagged in your community. These reports allow you to see the actual contents of the flagged item. For example, you can see the contents of a flagged private message to easily determine if the message is spam.

Networks > Unpublished Feed Entities > Feed Posts

Networks > Network Public Usage Daily Metrics

Networks > Recommendation Metric

Networks > Topics

Networks > Topic Assignments

Networks > Network Activity Daily Metrics

Networks > Network Members > Login History

Create report on posts that are pending review and approval.

Create reports on the daily public community page views and unique visitors.

Create reports on custom recommendation usage in your community.

Create reports on the topic activity in your community.

Create reports on the topic assignments in your community.

Create reports on the daily number of posts and comments by member type.

Create reports on community login activity. This report only includes direct logins to the community.

If a user logs in to an org and then switches to a community, their login activity isn't included.

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Set Up Your First Community Moderation

High-level usage

User Activity

User Activity

User Profile Photos

Primary Object > B (Child Object) > C (Child

Object, If Applicable)

Networks > Network Membership Daily Metrics

Description

Create reports on the daily count of total active members, new members added, and external member logins by member type.

Networks > Network Unique Contributor Daily Metrics Create reports on the unique daily contributors in your community. A member is counted as a contributor if they posted or commented on a group or a user profile.

Networks > Network Members To report on user profiles with or without photos, filter the report by

Has Profile Photo

(on the Network Members object) to equal

True

or

False

.

1

To report on Chatter Messages, you must have the “Moderate Communities Chatter Messages” permission.

Note: You can create reports based on other objects and expose them in Community Management. Just keep in mind that they show data from across your organization, not just for the community in which you’re viewing them.

Moderation

Community Moderation Strategies and Tools

Community moderation allows you to empower members of your community to monitor content and ensure that it’s appropriate and relevant. Set up rules to automate moderation and do the heavy lifting for you.

Moderation is crucial for a community to thrive. You need active moderators who are willing to spend time ensuring that the members and content in your community are appropriate and helpful.

You also need to empower members to speak up when they view something as inappropriate or offensive.

With Communities moderation, you can:

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

•

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

To limit the size and types of files allowed in your community

, go to the AdministrationPreferences page.

To report on moderation activity in your communities, you can use the preconfigured Audit Trail Insights report provided in Salesforce

Communities Management package. You can also query the flagged content or activity using the API, or create a custom report type

62

Set Up Your First Community Moderation using

Networks

as the primary object. For more information about the Salesforce Communities Management package, see

Report on Communities with the Dashboards and Insights Package

.

If you want to create custom advanced moderation logic for your community, you can create triggers that flag content. Custom triggers run behind the scenes and don’t require you to allow your members to flag content.

If your org is using Transaction Security, community moderation offers some of the same functionality. Transaction Security and communities moderation can be used at the same time.

Track Community Activity with the Moderation Overview Page

Moderation Insights are arranged in clickable tiles on the Moderation Overview page of Community

Management. View the entire picture of your community’s moderation activity at a glance and take action on day-to-day moderation tasks.

Example: To view all feed comment flags, click Feed Comment Flags and go directly to the Feed Comments Flags Insight report. You can approve or delete flagged comments in bulk, directly from the Insight report.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

Tip: Let us do the setup work for you! Get out-of-the-box Insights in the

Salesforce Communities Management package

available for download from the AppExchange. To use the preconfigured Insights reports, your community must use Chatter.

Insight reports provided in the package are 100% customizable. You can change the default Insights page names, report folder mappings, and even the Insights report columns and filters at any time. So don’t be afraid to customize or change what you get in the package. You won’t hurt our feelings.

63

Set Up Your First Community Moderation

Assign a Community Moderator

Make one or more people moderators in your community so they can keep an eye on its content.

Moderators can be users from your internal organization or external users, but only internal users can moderate from within Community Management. External users who are moderators can moderate within context of the community, such as directly in the community feed.

You can assign moderators by assigning a permission set that includes one or more of following moderation permissions.

Permission

Moderate Communities Feeds

Allows Users To

Review flagged posts and comments and take action, such as removing flags or deleting the post or comment. Moderator options for feed content are available in the community feed and in Community Management.

Moderate Communities Files Review flagged files they have access to and take action, such as removing flags or deleting the file. Moderator options for files are available on a file’s detail page and in Community

Management.

Moderate Communities Chatter

Messages

Review flagged messages and take action, such as removing a flag or deleting a message. This permission allows users access to only flagged messages in communities they’re a member of.

Can Approve Feed Post and

Comment

Moderate Community Users

Approve, delete, or edit posts and comments that are pending review.

Manage Communities

Freeze external users who are members of the community.

Moderators can freeze members on their user profile page or from an Insights report.

Moderate community content in Community Management.

Access Community Management Access pages available in Community Management

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To assign permission sets:

•

“Assign Permission Sets”

You can also add these permissions to a profile. These permissions are valid for all communities the user is a member of, but don’t apply in your internal organization.

1. From Setup, enter

Permission Sets

in the

Quick Find

box, then select Permission Sets, then click New.

2. Create a permission set that includes the appropriate permissions.

3. From Setup, enter

Users

in the

Quick Find

box, then select Users.

4. Find the user you want to be a community moderator and add the permission set to their Permission Set Assignments related list.

After you grant moderator permissions to a user, keep these things in mind:

•

The user can now moderate any items they have access to in all communities they’re a member of.

•

The user can flag items even if

Allow members to flag content

is disabled in a community.

•

Moderators can receive an email notification when a post, comment, or file is flagged by selecting the

Flag an item as inappropriate

email notification.

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Set Up Your First Community Moderation

Access to moderator functionality is slightly different depending on user permissions:

•

In the community feed: Both internal and external users with the “Moderate Communities Feeds” permission can view flag indicators directly in the community feed for posts and comments and decide to either remove the flags or delete the content.

•

In Community Management: Only internal users with the “Manage Communities” or “Create and Set Up Communities” permission can access the Moderation area in Community Management.

Enable Members to Flag Items in Your Community

Turn on flagging for your community to empower members to flag posts, comments, files, and messages that they deem inappropriate.

Community moderation must be enabled for your organization before you can allow members to flag content in the user interface. If you don’t see the option to allow flagged content, contact your administrator.

This setting isn’t required to flag or moderate items using the API.

Once an item is flagged, your community moderator can review it and take action. Remember that moderators can continue to flag items even if flagging is disabled for community members.

1.

Open Community Management

.

2. Click AdministrationPreferences, then select

Allow members to flag content

.

3. Click Save.

With this setting enabled in a community:

•

Members can flag posts, comments, and files using the

Flag as inappropriate

option.

•

Members can flag messages from within the community on their My Messages page in Chatter.

If a member has turned on email notification for messages, they can also flag the message directly from their email. Members can only flag messages that are sent from communities they are members of.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To enable users in your community to flag items:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

Note: Messages can’t be flagged in partner or customer portals, your internal organization, or from Salesforce1.

•

Group owners and managers can moderate groups they own or manage.

If you want to create custom advanced moderation logic for your community, you can create triggers that flag content. Custom triggers run behind the scenes and don’t require you to allow your members to flag content.

Community Moderation Criteria

Create criteria that define keywords or groups of members. Criteria are used in rules to moderate member-generated content, such as posts and comments.

Plan Your Use-Cases

Before creating your member criteria, think about what you want to do.

•

Do you want to protect your community from bots and spammers? Most spammers attack shortly after they’ve joined. Set up member criteria based on a user’s creation date.

•

Do you want to review members’ first posts? Set up member criteria that targets users without community contributions.

•

Do you want to moderate your internal users’ activity in your community? Set up member criteria to include only your internal users.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

65

Set Up Your First Community Moderation

•

Do you want to be notified when a partner contributes for the first time? Set up member criteria to include only your partner users that don’t have community contributions.

Before creating content criteria, think about what you want to moderate.

•

Do you want to moderate profanities and slang? Set up separate keyword lists for each group of related words.

•

Do you want to replace competitor product names with asterisks? Create a keyword list just for your competitor products.

•

Do you want to monitor content for HIPAA compliance? Create a keyword list that alerts of possible HIPAA violations.

Create Content Criteria to Moderate Your Community

Create and modify content criteria that define offensive language or inappropriate content that you don’t want in your community. Content criteria are used in rules to moderate member-generated content, such as posts and comments.

You can also use the Metadata API or Tooling API to set up keyword lists.

Some things to keep in mind:

•

Your org can have up to 30 keyword list criteria. This limit is per org, not per community.

•

A keyword list can have up to 2,000 keywords.

•

Capitalization and trailing punctuation are ignored when matching your keywords to user-generated content. For example, if your criteria includes

BadWord

, it’s matched when a user types

BADWORD

or

badword.

Set up content criteria to use in your moderation rules:

1.

Open Community Management

.

2. Click ModerationContent Criteria, then click New.

3. Enter a name, unique name, and description for your criteria.

4. Click Save.

5. Update the keywords in your criteria.

To add keywords, click Add.

•

Keywords can only be up to 100 characters and can include letters, numbers, spaces, and special characters.

•

Wildcard characters aren’t supported.

•

Separate keywords with commas or line breaks.

•

When adding keywords, you can copy and paste up to 32,000 characters at a time.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To view, create, edit, and delete criteria:

•

“Manage Communities”

OR “Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

Tip: To cover different variations of the same word, you can use special characters and spaces. For example:

bad-word b@dword b a d w o r d

To delete keywords, select the keywords you want to remove, then click Delete.

A message indicates how many keywords were added or failed to add, and the number of duplicates that were ignored. If your entire entry failed to save, review the keyword requirements and then submit again. Don’t worry about adding duplicates because they’re ignored.

To delete criteria, click Del from the Content Criteria page. If criteria is being used by a rule, you can’t delete it.

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Set Up Your First Community Moderation

Create Member Criteria to Moderate Your Community

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.

EDITIONS

Available in: Salesforce

Classic

Some things to keep in mind:

•

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.

You can create criteria that includes only user types and user profiles, or just filters. Or if you want it all, your criteria can include user types, user profiles, and filters. Let’s get started.

1.

Open Community Management

2. Click ModerationMember Criteria, then click New.

3. Enter a name, unique name, and description for your criteria.

4. Select the types of user types or user profiles to include in your criteria.

You can select any combination of types and profiles. Members are included when they belong to any one of your selections.

.

If you delete a profile in your internal org, the profile is also removed from your member criteria.

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To view, create, edit, and delete criteria:

•

“Manage Communities”

OR “Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

5. Select to filter your members by:

•

None

—Select this option if you don’t want to filter the criteria using the other options.

None is the default selection.

•

User creation date

—Select this option to include only users that were created within a specific time frame. Enter the number of days since the user was created.

Note: A user’s creation date might not be the same date they became a member of the community. For example, you can have an internal user that was created 120 days ago who became a member of the community 5 days ago. For users that self-register, their creation date is the date they become a member of the community.

•

Members without community contributions

—Select this option to include only members that haven’t posted or commented in the community. Posts that are pending review don’t count as community contributions until they are approved.

If you selected user types or user profiles, and you also select filter conditions, members are included only if they belong to one of the selected user types or profiles and the filter condition.

6. Click Save to apply your changes.

Example:

Let’s look at the following conditions:

User Types

: Partner

User Profiles

: Customer Community Plus Login User, Customer Community Plus User, and Customer Community User

Filter By

: User creation date is set to 7 days since the user was created

This member criteria applies to:

•

Partner users created in the last 7 days

•

Customer Community Plus Login User created in the last 7 days

•

Customer Community Plus User created in the last 7 days

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Set Up Your First Community Moderation

•

Customer Community User created in the last 7 days

You can use this member criteria in a rule to:

•

Review and approve their posts

•

Be notified of their contributions

•

Flag all their contributions

To delete criteria, click Del from the Member Criteria page. If criteria is being used by a rule, you can’t delete it.

Community Moderation Rules

Create and modify rules for your community to moderate member-generated content. Each rule specifies the member-generated content the rule applies to, the criteria to enforce the rule on, and the moderation action to take. Moderation rules help protect your community from spammers, bots, and offensive or inappropriate content.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

Create Content Rules to Moderate Your Community

Create and modify rules for your community to moderate member-generated content. Content rules protect your community from offensive language and inappropriate content created by spammers or malicious members. You can create content rules that block, replace, flag, or allow you to review and approve member-generated content.

If your community uses the Customer Service (Napili) template, moderation rules apply to questions and group posts created by your community members. If you community uses Salesforce Tabs +

Visualforce, moderation rules can also run on publisher actions.

You can also use the Metadata API or Tooling API to set up content rules.

Some things to keep in mind:

•

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.

Tip: Before creating a rule, we recommend that you create criteria to use in the rule.

1.

Open Community Management

.

2. Click ModerationRules, then click New and select Content Rule.

3. Complete the following fields:

•

Name

—Enter a name for your rule.

•

Unique Name

—Enter a unique name for your rule. The unique name used by the API.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To view, create, edit, and delete rules:

•

“Manage Communities”

OR “Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

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Set Up Your First Community Moderation

•

Description

—Optionally, enter a description.

•

Activate Rule

—If selected, the rule is activated.

•

Applies To

—Specify which types of member-generated content this rule applies to. Posts and comments only apply to content created in groups and user profiles. All feed types, such as polls and links, are supported.

•

Moderation Action

—Specify what you want to happen when the criteria is matched.

–

Block

prevents the content from being published.

–

Review

allows users with the “Can Approve Feed Post and Comment” permission to approve the content before it’s published.

–

Replace

publishes the content with the keywords replaced as asterisks. For example,

BadWord

becomes

*******

.

–

Flag

publishes the content and then automatically flags the content as inappropriate.

•

Message for Member

—Specify the message that your member sees when their content is blocked. If you don’t specify a message, the member sees the standard message: “You can’t use

%BLOCKED_KEYWORD%

or other inappropriate words in this community. Review your content and try again.” The

%BLOCKED_KEYWORD%

variable displays up to 5 blocked words.

You can also use this variable in your own custom message.

Tip: For international communities, you can translate this message. From Setup, enter

Translate

in the Quick Find box, then select Translate. To provide a translation for the message, select the Moderation Rule setup component and expand the community the rule belongs to.

•

Member Criteria

—Specify member criteria to enforce this rule. Ask yourself, who should this rule apply to?

•

Content Criteria

—Specify the content criteria to enforce this rule. Ask yourself, what specific keywords should this rule apply to?

Important: Keep the following things in mind:

•

If you activate a content rule without specifying member criteria, the rule applies to all members.

•

If you activate a content rule without specifying content criteria, the rule either:

–

Prevents members from creating posts and comments entirely

–

Sends all posts for review

–

Flags all posts and comments

Yikes! Be careful.

•

If you select member criteria and content criteria, the rule applies only when both criteria are met.

•

Specifying criteria is optional. However, we recommend that you include criteria in your rules to target specific members and content.

4. Click Save.

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Set Up Your First Community Moderation

Create Rate Limit Rules to Moderate Your Community

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.

EDITIONS

Available in: Salesforce

Classic

Each rate rule controls two actions: 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.

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

Some things to keep in mind:

USER PERMISSIONS

•

Your org can have up to 30 rules. This limit is per org, not per community. This limit includes

•

1.

both content rules and rate rules.

Each rate rule can have up to 10 member criteria.

Tip: rule.

Before creating a rule, we recommend that you create member criteria to use in the

Open Community Management

3. Complete the following fields:

.

2. Click ModerationModerationRules, then click New and select Rate Rule.

To view, create, edit, and delete rules:

•

“Manage Communities”

OR “Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

•

Name

—Enter a name for your rule.

•

Unique Name

—Enter a unique name for your rule. The unique name used by the API.

•

Description

—Optionally, enter a description.

•

Activate Rule

—If selected, the rule is activated.

•

Applies To

—Specify which types of member-generated content this rule applies to. Posts and comments only apply to content created in groups and user profiles.

•

Member Criteria

—Specify the member criteria to enforce this rule. Ask yourself, who do I want this rule to apply to?

Spammers are typically new members. We recommend creating member criteria that only includes customer users that were created in the last 7 days.

Note:

–

Rate rules don’t apply to internal users. You can use member criteria that includes internal users, but the rules don’t apply to them.

–

If you activate a rate rule without specifying member criteria, the rule applies to all external users.

•

Content Creation Time Frame

—Select the time frame you want to use.

•

Notify Moderators

—Enter a number. Moderators are sent an email when a member creates this much content in your set time frame.

•

Freeze Members

—Enter a number. Members are frozen when they create this much content in your set time frame.

Important: When members are frozen, they’re frozen in all communities that they’re a member of.

Emails are sent to users with the “Moderate Community Users” permission. Make sure that you assign your moderators this permission.

Emails are sent even if a user has turned off Chatter emails.

4. Click Save to apply your changes.

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Set Up Your First Community Moderation

Example: Let’s use the following rate rule as an example.

Applies To

: Posts and private messages

Member Criteria

: Customer users created in the past 7 days

Content Creation Time Frame

: 3 minutes

Notify Moderators

: 6

Freeze Members

: 10

With this rate rule, here’s what happens when a member reaches your limits.

Is the moderator notified?

In the span of 3 minutes, a member creates...

4 posts and 2 private messages

6 posts

6 comments

8 posts and 2 private messages

10 posts

10 comments

Is the member frozen?

A rate rule with these values protects the community from spammers and bots but also allows you to help your new members.

Maybe a non-threatening member posted a question over and over hoping to get it answered faster. Rate rules do more than protect—they let you help members in need.

Here’s a rule set up just for private messages.

Applies To

: Private messages

Member Criteria

: Customer users created in the past 3 days

Content Creation Time Frame

: 15 minutes

Notify Moderators

: 1

Freeze Members

: 3

This rate rule protects the community from spammers that attack via private messages.

My rate rule didn’t do anything. What’s going on?

Give it time. Rate limit rules might not seem exact, but they are. Trust us. For example, say you set up a rate rule to freeze members when they create content 10 times in 3 minutes. It’s possible for a member to create 9 items towards the end of the first 3-minute time frame. In this case, the member isn’t frozen until they post another 10 items in the second 3-minute time frame.

Check the member criteria you’re using. For example, let's say you have a rate rule that uses member criteria to filter for members without community contributions. After a members first post or comment, the rule doesn’t apply to the member anymore, so the member doesn’t reach the freeze limit you set.

How and when do community moderation rules execute?

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.

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Set Up Your First Community Moderation

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. On the server,

Salesforce executes community rules within the standard order of execution.

Rules that block content execute during system validation. Rules that block content ignore changes made by before

triggers. For example, if a before

trigger changes a feed post, a moderation rule that blocks content isn't aware of the changed content and executes on the original content.

Rules to review and approve content execute before database saves. These rules execute before rules that replace content.

Rules that replace content execute before database saves.

Rules that flag content execute after workflow rules.

Set Up Apex Triggers for Flagging Items

Use triggers to create custom advanced moderation logic that automatically flags items in your community.

Tip: Did you know you can do this in the UI? Most communities don’t need custom moderation triggers. You can create moderation rules and criteria directly in Community

Management. For more information, see

Community Moderation Rules

.

Using triggers to automatically flag items allows you to moderate your community behind the scenes. These flags are only visible to moderators. You can view flags in Community Management, query for them in the API, or use custom report types to create reports on flagged items, people whose items are flagged most, and more.

Consider the following when creating triggers:

•

Create Apex after insert triggers on either FeedItem, FeedComment, ChatterMessage, or

ContentDocument.

•

Define criteria that when met creates a NetworkModeration (flag) record, with the FeedComment,

FeedItem, ChatterMessage, or ContentDocument as the parent.

Example: This trigger automatically flags posts in your community that contain

BadWord

.

trigger autoflagBadWord on FeedItem (after insert) { for (FeedItem rec : trigger.new) { if (!<CommunityId>.equals(rec.networkScope)) continue;

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create triggers:

•

“Modify All Data” if (rec.body.indexOf('BadWord') >= 0) {

NetworkModeration nm = new NetworkModeration(entityId=rec.id, visibility='ModeratorsOnly'); insert(nm);

}

}

}

A similar trigger on comments would look like this.

trigger autoflagBadWord on FeedComment (after insert) { for (FeedComment rec : trigger.new) { if (!<CommunityId>.equals(rec.networkScope)) continue;

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Set Up Your First Community if (rec.commentBody.indexOf('BadWord') >= 0) {

NetworkModeration nm = new NetworkModeration(entityId=rec.id, visibility='ModeratorsOnly'); insert(nm);

}

}

}

Topics

Organize Self-Service Communities with Topics

Navigational and featured topics are a fantastic way to organize content in a community. Use topics to structure your community content or highlight key discussions. You can create topics or use the topics that organically emerge from community member posts. You can use topics in the communities built using the Customer Service (Napili) template.

In Community Management, choose navigational topics and subtopics to provide a consistent map of your community. Use featured topics to highlight current, popular conversations. In the community itself, member-created topics let users organize information for each other, creating a personalized experience that boosts community engagement.

In a self-service community, the Customer Service (Napili) template specifies the layout and design of navigational, featured, and member-created topics.

Tip: To add navigational and featured topics to other types of communities, Apex developers can use the

ConnectApi.ManagedTopics class in a Visualforce page.

Navigational topics

On every page of a self-service community, navigational topics are available from the Topics menu at upper left. Community members can also see all the community’s navigational topics and subtopics in one place in the topic catalog.

Topics

When visitors choose a navigational topic, the banner image you selected for it appears at the top of the page.

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Set Up Your First Community

Featured topics

Featured topics are accessible from the body of your community home page. Thumbnail images you select for featured topics uniquely identify them. (These unique thumbnails appear only on the home page; at the top of all featured topic pages, the default banner image specified in Community Builder appears.)

Member-created topics

When posting questions, community members create topics by using hashtags in body text, or typing in the topic suggestions box. (In

Setup, the “Assign Topics” and “Create Topics” permissions must be enabled for community users.)

74

Topics

Set Up Your First Community

If any suggested topics are poor matches for the post, members can simply click to delete them.

Tip: Member-created topics can be accessed via search, or highlighted as featured topics on the Community Management page.

Topics

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Set Up Your First Community

Set Up Navigational Topics

Structure your community’s content and help your users find what they need with navigational topics. If your organization uses data categories, community managers can link current Salesforce

Knowledge articles associated with those categories to each navigational topic. (If data categories aren’t enabled, administrators can add articles to each topic using the Chatter REST API.)

1. From Setup, enter

Topics for Objects

in the

Quick Find

box, then select Topics

for Objects, and enable topics for all the article types you want to include.

Note: Enabling topics disables public tags on articles. Personal tags aren’t affected.

2.

Open Community Management

.

3. Click TopicsNavigational Topics.

4. In the text box at right, enter a topic name, and click Add. Want to add subtopics? After you add a topic, choose your topic from the drop down menu (under Show the subtopics of). To add a subtopic, add another topic and click Add. You can add up to two levels of subtopics for each parent topic.

5. If your organization uses data categories, hover over the navigational topic name, and click

.

Select a Data Category Group, then select the categories you want to add to the topic, and click

Add Articles & Close Window.

Important: This process adds only current articles to a topic. To add new articles, return to Community Management and repeat the step above.

6. Hover over a topic name, and click

. Then click Upload banner image, and select an image that appears across the top of the topic page.

(Banner images are scaled to 1400 x 180 pixels. To prevent distortion, create image files with those dimensions.)

7. Repeat steps 4-6 to create several navigational topics for your community. Then click Save.

8. Use subtopics to further categorize your content. Associate articles for each set of subtopics for a more granular organization.

The following is the maximum number of navigational topics and subtopics you can have in a

Customer Service (Napili) community template.

Level

One (parent)

Two (subtopic)

Three (subtopic)

10

10

Maximum Number of Entries

25

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To access the Community

Management page:

•

“Manage Communities”

OR

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

To set up navigational topics:

•

“Create Topics”

AND

“Edit Topics”

To add articles to topics:

•

“View Data Categories”

AND

“Read” on related article types

Topics

Tip: To quickly edit existing navigational topics, simply hover over a topic name, and do any of following:

•

To move a topic up or down, click the arrows at left.

•

To rename or remove a topic, change its banner image, or remove assigned articles, click .

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Set Up Your First Community

Set Up Featured Topics

Featured topics highlight current, popular community conversations. Change them regularly to keep community members up-to-date and engaged.

1.

Open Community Management

.

2. Click TopicsFeatured Topics.

3. Enter the first few letters of the topic name in the search box. Select a suggested topic and click

Add. Use navigational or member-created topics.

Tip: Using the Chatter REST API, you can create unique featured topics, separate from navigational or member-created ones.

4. Hover over a topic name, and click

. Then click Upload thumbnail image, and select an image that represents the featured topic on the community home page.

(Thumbnail images are scaled to 250 x 250 pixels. To prevent distortion, create image files with those dimensions.)

5. Repeat steps 3 and 4 to create several featured topics for your community, up to a maximum of 25. Then click Save.

To quickly edit existing featured topics, simply hover over a topic name, and do any of following:

•

To move topics up or down, click the arrows at left.

•

To delete topics or change their thumbnail images, click .

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To access the Community

Management page:

•

“Manage Communities”

OR

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

To set up featured topics:

•

“Edit Topics”

Manage Topics in Communities

USER PERMISSIONS

To access the Community Management page:

To create topics:

To merge topics:

To delete topics:

To rename topics:

“Manage Communities”

OR

“Create and Set Up Communities”

“Create Topics”

“Merge Topics”

“Delete Topics”

“Edit Topics”

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

Topics

As the number of topics in a community grows, curate them to improve usability. In Community Management, you can create, merge, rename, and delete topics in one convenient location.

1.

Open Community Management

.

2. Click TopicsTopic Management.

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Set Up Your First Community

3. Do any of the following:

•

To create a topic (often with a plan to merge existing ones into it), click New. Add a name and a topic description, which will boost SEO.

•

To combine existing topics, click Merge.

Merging a topic automatically redirects existing hashtags in posts. If you merge a navigational or featured topic, the topic type, image, and any subtopic relationships are discarded.

•

To rename or delete an existing topic, or add a description to it, click .

If you don’t see a topic you want to rename or delete, either search for it or click Show More below the topic list.

Tip: For communities with a global audience, you can translate names and descriptions of navigational and featured topics. From

Setup, search for and select

Translate

. Then select the

Managed Topic

setup component, and expand a community to see its master topic names.

Add Topics to Articles or Remove Them

Easily add multiple topics of any type to specific articles, or quickly remove them as community needs change.

1.

Open Community Management

.

2. Click Topics > Article Management.

3. Use the search bar to look for articles. Filter your search by selecting a data category group, followed by a specific category.

4. Click an article, and then type to assign topics, or click existing ones to remove them.

Note: To automatically add the translated version of a topic to translated articles, the translated topics and articles must already be uploaded in the system. Otherwise, the translated article is tagged with the English topic.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To access the Community

Management page:

•

“Manage Communities”

OR

“Create and Set Up

Communities”

To add or remove topics:

•

“Create Topics”

Topics

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Set Up Your First Community Recommendations

Recommendations

Customize Recommendations in Communities

Create recommendations to drive engagement for your community, encouraging users to watch videos, take trainings, and more. Edit these recommendations in Community Management, where you can target specific audiences and use channels to specify locations for the recommendations.

EDITIONS

1.

Open Community Management

.

2. Select RecommendationsRecommendations.

3. Select Default Channel or one of the custom channels.

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

A channel is a way to group recommendations together so you can determine where they show up in the community.

USER PERMISSIONS

Default Channel

Recommendations in the default channel appear in predefined locations, such as directly in the feed in the Salesforce1 mobile browser app and on the Home and Question Detail pages in communities using the Summer ’15 or later version of the Customer Service (Napili) template.

To access the Community

Management page:

•

“Manage Communities”

OR

“Create and Set Up

Communities”

Custom Channel

You choose the pages where you want these recommendations to appear. In Community

Builder, add the Recommendations component to the page where you want the recommendation to appear. Use the property editor to specify the custom channel with the recommendation.

Using a custom channel, you could surface a recommendation to review specific knowledge articles on a product description page to guide customers to more information.

If you want to change the channel of a recommendation, delete the recommendation and recreate it in a different channel.

4. Click New.

5. Complete the following fields:

•

Name

—Enter a name for the recommendation in Community Management. This name doesn’t appear in the community.

•

Image

—Click Upload Image to include an image with your recommendation.

•

Title

—Optionally, enter header text that appears above the image.

•

Description

—Enter detailed text that suggests what users can do.

•

Button text

—Enter a label for the button in the recommendation.

•

https://

—Enter the URL that the button opens.

The URL can contain context variables to pass information about the user who clicked the recommendation and the context in which it was clicked. For example, include a

{!userId}

context variable in your URL, https://www.example.com/doSurvey?userId={!userId}

. When a user clicks the button in the recommendation, Salesforce sends the ID of that user to your server in the HTTP request.

Recommendations support these context variables.

Context Variable

{!actionLinkId}

Description

The ID of the recommendation link that the user clicked.

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Set Up Your First Community

Context Variable

{!actionLinkGroupId}

{!communityId}

{!orgId}

{!userId}

Recommendations

Description

The ID of the recommendation link group containing the recommendation that the user clicked.

The ID of the community in which the user clicked the recommendation. The value for your internal Salesforce org is the empty key,

"000000000000000000"

.

The ID of the org in which the user clicked the recommendation.

The ID of the user that clicked the recommendation.

•

Audience

—Select an audience for the recommendation. If you don’t select an audience, all members of the community see the recommendation.

Tip: To create an audience that appears in this drop-down list, in Community Management select

RecommendationsAudiences and click New.

•

Enabled

—If checked, this recommendation is active and appears in communities.

When disabled, recommendations that exist in feeds in the Salesforce1 mobile browser app are not removed, but no new recommendations appear. In communities using the Summer ’15 or later version of the Customer Service (Napili) template, disabled recommendations no longer appear.

6. Click Save.

Tip: To remove a recommendation, in Community Management, select RecommendationsRecommendations, and click the recommendation name. At the bottom of the recommendation details, click Delete.

SEE ALSO:

Update Your Community’s Template

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Set Up Your First Community Reputation

Target Community Member Audiences for Your Recommendations

Create audiences of new community members, or use the API to manage customized lists of audience members.

1.

Open Community Management.

2. Select RecommendationsAudiences.

3. Click New.

4. Complete the following fields.

•

Name

—Enter a name for the audience in Community Management.

•

Audience Type

–

Select New Members to create an audience based on how long users have been community members.

Enter the number of days since registration for audience members.

–

Select Custom List to create an audience based on any criteria you want.

Note:

You can’t manage audience membership for custom lists through the UI.

Add and remove members through the API.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To access the Community

Management page:

•

“Manage Communities”

OR

“Create and Set Up

Communities”

5. Click Save.

Audiences you create appear in the Audience drop-down list when you create a recommendation.

Tip: To remove an audience, in Community Management, select RecommendationsAudiences, and click the audience name.

At the bottom of the audience details, click Delete. If you remove an audience that is associated with a recommendation, the recommendation is disabled and the audience is set to the default (All community members).

SEE ALSO:

Chatter REST API Developer Guide

Apex Developer Guide

Reputation

Reputation Overview

Your reputation in the community directly corresponds to how active you are. The more you post, comment, and share, the higher your reputation level will be.

Your reputation level appears on your profile page and when any user hovers over your name. It’s visible to other community members so that they know how influential you are. When you start out in the community, you are at the lowest level. As you become more active in the community, you gain points and your reputation level increases. Increases in reputation levels are posted to your feed. In other words, as people see you participating and sharing your knowledge, your credibility and influence grows.

These are the default actions that increase your reputation level. You increase your reputation by:

•

Posting

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

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Set Up Your First Community Reputation

•

Commenting

•

Liking a post or comment

•

Sharing a post

•

People sharing your posts

•

People commenting on your posts

•

People liking your posts or comments

•

Mentioning someone

•

Being mentioned

•

Asking a question

•

Answering a question

•

Receiving an answer

•

Marking an answer as best

•

People marking your answer as best

•

Endorsing someone for knowledge on a topic

•

Being endorsed for knowledge on a topic

Your administrator defines the activities that help you gain points. They also set the number of points for each action.

Enable Reputation in Your Community

Enable reputation in your community so that members are recognized and rewarded for participating.

A powerful tool for a community manager is the ability to recognize individual members for their participation. Community managers know that recognition and a little friendly competition usually lead to more active members. Enabling reputation turns on a default point system and set of reputation levels in the community. A community manager can personalize labels and point values from the Community Management page.

Members start to accrue points by performing the actions that have assigned point values. Once the member exceeds the top of the level’s point threshold, they move up a level. They, and other members of the community, see their reputation level on their profile and when hovering over their name. Total points also show on member’s profiles.

Note: When you enable Reputation, Chatter influence is removed from the Contribution section on the profile page.

1.

Open Community Management

.

2. Click AdministrationPreferences.

3. Select Enable setup and display of reputation levels, then click Save.

After you enabled reputation, a default point system and set of reputation levels is available on the

Community Management page. The default reputation points are as follows:

Action

Community Engagement

Write a post

Points

1

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To edit Communities settings:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

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Set Up Your First Community Reputation

Action

Write a comment

Receive a comment

Like something

Receive a like

Share a post

Someone shares your post

Mention someone

Points

1

5

1

5

1

5

1

If your post contains more than one @mention, you get a point for each @mention.

5 Receive a mention

Questions and Answers

Ask a question

Answer a question

Receive an answer

Mark an answer as best

Your answer is marked as best

Knowledge

Endorsing someone for knowledge on a topic

Being endorsed for knowledge on a topic

1

5

5

5

20

5

20

If your selected community template doesn’t have Chatter enabled, the Reputation section doesn’t appear in Community Management.

To show the Reputation section, go to AdministrationPreferences and select Show all settings in Community Management.

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Set Up Your First Community Reputation

Set Up Reputation Levels

Update the default reputation levels to meet your community’s needs and help motivate your members.

When reputation is enabled for a community, 10 default levels are added. You can add or remove levels, give each level a name, and update the point range and image for each level.

Note:

A community must have at least three reputation levels and can have up to 50.

1.

Open Community Management

.

2. Click ReputationReputation Levels.

From here you can:

•

Upload your own image for each reputation level. Click the default image to browse to an image file and upload a new image.

Note: You can’t revert to the default reputation level images from the Salesforce user interface. Use the Salesforce Chatter REST API to do this.

•

Give each level a name, such as “Beginner,” “Intermediate,” and “Expert.” If you don’t assign a name, the default is used. For example, “Level 1,” “Level 2,” “Level 3.”

•

Edit the point range for a level.

When you update the higher value of a level’s point range, the lower value for the next level is automatically adjusted when you save.

•

Add more levels by clicking Add a level, located underneath the list of levels.

•

Remove a level by clicking next to the level.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To update reputation levels:

•

“Manage Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

3. Click Save to apply your changes.

You can now update the point system for the community. The point system determines how many points a user gets when they perform certain actions or when others recognize their contributions by commenting, liking, or sharing their posts. Reputation level increases are posted to member feeds.

You can translate reputation level names so that international community members can view their reputation levels in the appropriate language. In Translation Workbench, select the

Reputation Level

setup component and then expand the node next to your community.

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Set Up Your First Community Reputation

Set Up Reputation Points

Set up a point system to reward users for participating in the community.

When reputation is enabled for a community, there is a default point system set up. When users perform the actions with assigned point values, their total points increase and they start to move towards the next reputation level.

Note:

Only active users accrue points. For example, if an active user likes the post of an inactive user, the active user gets 1 point, but the inactive user does not get points.

The table shows the default events and points.

Action

Community Engagement

Write a post

Write a comment

Receive a comment

Like something

Receive a like

Share a post

Someone shares your post

Mention someone

Points

Receive a mention

Questions and Answers

Ask a question

Answer a question

Receive an answer

Mark an answer as best

Your answer is marked as best

Knowledge

Endorsing someone for knowledge on a topic

Being endorsed for knowledge on a topic

5

5

20

5

5

1

5

20

1

1

5

1

5

1

5

1

If your post contains more than one @mention, you get a point for each @mention.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To update reputation points:

•

“Manage Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

Questions and answers in the community feed are not to be confused with the Chatter Answers functionality.

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Set Up Your First Community Reputation

Note: In organizations with reputation enabled prior to the Winter ’15 release, actions associated with questions and answers will be available at the time of the release and their default point values will be set to 0. Existing user reputation points will not be affected by the release, and users won’t accrue points from these actions until you configure point values for them.

1.

Open Community Management

.

2. Click ReputationReputation Points.

3. Update the points for each action. If you don’t want users to accrue points for a certain action, set the Points to

0

.

4. Click Save.

Point totals show up on profile pages beneath the photo. Point totals are visible to anyone in the community.

Tip:

You can directly update reputation points for a community member via the Salesforce API. You can also use Apex triggers to send custom notifications based on changes to reputation points.

86

PLAN YOUR COMMUNITY DESIGN STRATEGY

If you chose to use custom pages in your community instead of out-of-box tabs and branding, you need to decide whether to use

Community Builder or Force.com

. Once you make the decision, use the following sections to help you customize community pages:

•

Use Visualforce and Force.com Sites

•

Using Community Builder With Templates

•

Use Community Builder (Site.com) Without Templates

You can also customize these other areas of your community:

•

Add the Global Search Box to Your Customized Community HTML Header on page 116

•

Configure a Custom Domain for Your Community

•

Rename the Chatter Tab

Customize Community Pages

Choosing Between Community Builder and Force.com Sites

If you want to add new pages or customize existing pages in your community, you can use Force.com Sites or Community Builder. With either option, you can create branded, publicly available pages such as landing or marketing pages, and private custom pages that only community members can access.

So which option should you use to customize your community? Well, that depends on your skills and the needs of your organization.

You can even use a mixture of Force.com pages and Community Builder pages for complete control over your customizations.

Community Builder

Community Builder is an intuitive, convenient tool for customizing your community. Community Builder lets you create a community based on a preconfigured template, and then apply branding, edit pages, update your template, and publish changes all from one user-friendly interface.

Here’s what you can achieve with Community Builder:

•

Use one of the self-service templates—Koa, Kokua, or Customer Service (Napili)—to easily create a responsive self-service community.

•

Use the Aloha template to create a configurable App Launcher.

•

Design pixel-perfect, branded pages.

•

Create public pages that anyone can access, or add private pages that you can add as a tab within your community.

•

Build and iterate quickly using drag-and-drop reusable page elements.

•

Use ready-made forms to create web-to-lead forms or gather customer feedback.

•

Create data-driven pages, such as product catalogs or other listings, using your organization’s data.

•

Set a home page and set up multilingual support for your community in Site.com Studio, a Web content management system that provides extra configuration options. Site.com Studio is easily accessible from Community Management.

87

Plan Your Community Design Strategy Choosing Between Community Builder and Force.com Sites

Force.com Sites

Suitable for developers with experience using Visualforce, Force.com Sites lets you build custom pages and Web applications by inheriting

Force.com capabilities including analytics, workflow and approvals, and programmable logic. So if you are looking to create sites programmatically using Apex and APIs, Force.com Sites is the product for you. Here’s what you can achieve with Force.com:

•

Create public, branded pages that anyone can access.

•

Leverage Visualforce to create private pages that you can add as a tab within your community.

•

Write your own controllers, or extensions to controllers, using Apex code.

•

Create custom login or self-registration pages.

•

Build dynamic web applications, such as an event management application.

Features At a Glance

Still unsure which product to choose? Take a look at this table to learn more about each product’s features.

Community Builder Feature

Public pages

Community templates (Koa, Kokua, Customer Service (Napili),

Aloha)*

Authenticated pages*

Visualforce pages

Out-of-the-box login, logout, self-registration, and error pages

Drag-and-drop environment

Reusable components

Pixel-perfect designs

IP restrictions

Access to data, such as cases, leads, and opportunities

Ready-made forms

CMS

Programmatic page creation (using Apex, APIs, and controllers)

Web applications

Analytics, reports, and workflows

Full Force.com platform capability

Force.com Sites

*Available in Community Builder for Communities users only.

88

Plan Your Community Design Strategy Use Visualforce and Force.com Sites

To learn more about Community Builder, Force.com, and Site.com technologies, see:

•

Community Builder Overview

•

Force.com Sites Overview

•

Site.com Overview

Use Visualforce and Force.com Sites

Each community has one associated Force.com site that lets you make advanced customizations to your community. For example, with

Force.com Sites you can:

•

Add public pages to your community that don’t require login.

•

Use branded self-registration and login pages to enable users to register for or log into your community.

•

Customize out-of-the-box error pages to reflect the branding of your community, including “Authorization Required (401)” and

“Page Not Found (404)” pages.

•

Leverage Visualforce pages to create private pages that only community members can access.

For detailed information about using Force.com Sites, refer to the online help.

Tips and Considerations

•

Force.com Sites pages automatically include the branding styles you specify in the Create Community wizard. To disable these styles, set the standardStylesheets

attribute on the

<apex:page>

tag to false

.

•

Consider these limitations when using Force.com Sites with Communities:

–

Out-of-the-box RSS feeds, analytics tracking, and custom portal profile pages aren’t available.

–

Custom change-password pages aren’t available.

–

Login to custom domains is only available with HTTPS.

•

Because Force.com sites are served directly from the Force.com organization, a site’s availability is directly related to the organization's availability. During your organization's maintenance window for major releases, your sites will be unavailable; users who try to access a site will see a Force.com-branded maintenance page or your custom Service Not Available Page.

•

You can redirect a community home page to its companion Site.com home page. To do this, set a URL Redirect on the Force.com

site detail page. Set the Source URL to

/

, which represents the home page for the community, and set the Target URL to s

, which represents the home page for the Site.com site.

Can I use the same domain name for my Force.com Sites and my Communities?

No, you can’t use the same domain name.

Force.com Sites and Communities must each use a unique domain name. If you’re using a domain name for your Force.com site and you want to use it for your communities instead, contact Salesforce Support for assistance with renaming the domain.

Use Community Builder with Templates

Community Builder and community templates for self-service let you create, brand, and publish a custom community that looks great on any mobile device! Choose a template to quickly start your community, and then style the pages to match your company’s branding.

With Community Builder and templates, you can:

•

Quickly style the community

to match your company’s branding.

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Plan Your Community Design Strategy Use Community Builder with Templates

•

Edit community pages and components with the Community Builder

and customize their design and content.

•

Preview your community

and ensure that it appears correctly on different devices.

•

Publish your changes

so you can make them available to everyone in your community.

You can use the Community Builder to customize communities created using these templates:

Kokua

A graphic-based community ideal for handling simple customer interactions. Community members can search for and view articles, and contact support.Requires Knowledge and supports cases.

Koa

A text-based community ideal for handling simple customer interactions. Community members can search for and view articles, and contact support. Requires Knowledge and supports cases.

Customer Service (Napili)

A powerful, responsive self-service template that lets users post questions to the community, search for and view articles, collaborate, and contact support agents by creating cases. Supports Knowledge, Chatter Questions, and cases.

Aloha

A configurable App Launcher template that lets users quickly find applications and access them using single sign-on authentication, including social logins.

To access Community Builder and continue customizing your community or update its template version:

1. From Setup, enter

All Communities

in the

Quick Find

box, then select All Communities.

2. Next to the community name, click Manage.

3. Click the Community Management menu in the global header, then click Go to Community Builder.

4. In Community Builder, you can:

•

Brand your community

on page 91

•

Edit community pages and page components.

Note: Community Builder doesn’t support branding for sites that weren’t created using one of the preconfigured templates.

Instead, you must use Site.com Studio To get there, click Site.com Studio from the Communities menu in the toolbar.

To learn more about using the Kokua, Koa, and Customer Service (Napili) templates, see the

Using Templates to Build Communities

guide.

Navigate Community Builder

Community Builder lets you quickly create and style your custom community to match your organization’s branding.

To access Community Builder:

•

From the global header menu in Community Management, click Community Management >

Go to Community Builder

•

From the All Communities page in Setup, click Builder next to the community name

•

From a community, click Community Builder in the profile menu

In Community Builder, you can:

•

Brand the community

to match your organization’s style (1).

•

Edit your community pages in the Page Editor to add, update, or remove page components

(2). This includes custom Lightning components from the AppExchange.

•

Manage , create , delete , and set the visibility of community pages in the Page Manager (3).

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or publish a community:

•

“Create and Manage

Communities”

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Plan Your Community Design Strategy Use Community Builder with Templates

•

Edit community settings

and accept updates to your community’s template (4).

•

Use the Communities menu (5) to:

–

Go to the community after it’s activated.

–

Access Community Management to manage community analytics, login, registration, reputation, topics, and other settings.

–

Return to Setup.

•

Navigate to the community page that you want to edit using the Page menu, navigation menu items, and links (6).

•

See how your community appears on different devices (7).

•

Preview the community in a new browser window (8).

•

Publish your changes

to make your updates available to everyone in your community (9).

Brand Your Community with Community Builder

Use Community Builder’s enhanced Branding Editor to efficiently apply color and style to your community. Choose a color scheme with the color palette, which provides a wide range of colorized text elements for a personalized design. Match your colors precisely by uploading your own logo to automatically generate a custom color palette.

Each template includes predefined styles to control the appearance of the pages. These styles give you a head start with your community, and you can easily customize the styles further to suit your needs. After you’ve created a community, brand and style your pages with Community Builder’s

Branding Editor.

Depending on the template that you select, you can use Community Builder to:

•

Apply a color scheme that’s appropriate for your template with the color palette.

•

Choose colors for text, borders, and button backgrounds.

•

Upload your own company logo image to generate a custom color palette based on its main colors.

•

Maintain your own color palettes by saving or removing them as needed.

•

Specify font family, style, and weight.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or publish a community:

•

“Create and Manage

Communities”

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Plan Your Community Design Strategy

•

Change header and page background color, font family, font size, and font color.

•

Use custom CSS to apply your own styles

Use Community Builder with Templates

Note: The available branding options vary depending on the template that you’re using and the page that you’ve selected.

When you upload your own logo to the Branding Editor, Community Builder extracts its colors behind the scenes, and suggests a set of colors based on those. To modify a suggested color, click the color swatch and adjust the color by using the slider or by entering hex values.

To brand your community:

1. Navigate to the pages that you want to view as you brand by using the Page menu in the toolbar.

2. Define styles, such as:

•

The range of colors that are used by the entire site, by selecting a palette swatch.

•

A specific color, by using the relevant color picker or entering a hex value.

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•

An image, by clicking the image area and uploading an image.

•

The font type, size, or weight, by selecting an option in the relevant drop-down list.

Your changes are saved automatically and appear instantly on the page canvas.

Alternatively, click on the Branding Editor toolbar to use your own CSS styles. We recommend using CSS sparingly and only when necessary, because future releases of template components might not support all CSS customizations.

Edit Community Pages and Components in Community Builder

You can add new components to your community’s pages or edit the properties of existing components to customize each page to suit your needs.

EDITIONS

Note: Drag-and-drop components are available in the Winter and Spring ’16 versions of the

Koa, Kokua, and Customer Service (Napili) templates and the Spring ’16 version of the Aloha template.

If you’re adding components to a new custom page, spend some time planning the composition of the page based on the goals for the page.

1.

In Community Builder, click on the left sidebar to display the Page Editor.

2. From the Page menu in the top toolbar, select the page that you want to edit.

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To customize or publish a community:

•

“Create and Set Up

Communities”

The Lightning Components tab lists only components that are compatible with the selected page. For example, you can’t add the

User Profile Detail component to the Home page.

3. Drag the required component from the Lightning Components tab onto an editable area of the page.

4. To edit the properties for a component on the page, select it on the main page canvas or on the Page Structure tab.

When you select a component, Community Builder highlights the component with a blue border and displays the component’s properties in the floating property editor.

5. Update the component as required.

Example: Here’s a sample configuration of the Headline component (1) on the Home page with the list of supported Lightning components (2) and properties (3).

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Plan Your Community Design Strategy Use Community Builder with Templates

Tip:

•

You can browse a selection of custom Lightning components on the AppExchange and add them to your org directly from

Community Builder. Click Get more on the AppExchange in the Page Editor. Components that are ready to add to your community’s Lightning pages are displayed. When you add a component, it appears in the Lightning Components pane of all the template-based communities in your org.

•

You can also create custom Lightning components and use them on community pages. For more information on creating custom Lightning components and enabling them for Community Builder, see the

Lightning Components Developer's Guide

.

Preview Your Community with Community Builder

Preview how your community appears in a desktop browser window and on mobile devices.

Community Builder’s preview option lets you see how your community will appear when it’s live.

•

To preview the community in a browser window, click Preview on the toolbar.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

•

In Preview mode, you can see the community in its own browser tab as a customer would see it by clicking the pop-out button.

USER PERMISSIONS

To create, customize, or publish a community:

•

“Create and Manage

Communities”

•

Use the options in the devices:

menu to preview how the community looks on different

–

For smartphones, click Mobile.

–

For tablets, click Tablet.

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Plan Your Community Design Strategy

–

For desktop computer screens, click Desktop.

Use Community Builder with Templates

Publish Your Customizations with Community Builder

Publish your community in Community Builder to make your branding and component customization updates available to everyone in your community.

Important:

Publishing a Koa, Kokua, or Customer Service (Napili) community for the first time activates the community URL and enables login access for community members. The

community doesn’t have to be active

.

1. From Setup, enter

All Communities

in the Quick Find box, then select All Communities and click the Manage link next to a community.

2. From Community Management, click the Community Management menu in the global header, then click Go to Community Builder. You can also access Community Builder from the All

Communities page in Setup by clicking Builder next to your community name.

3. Optionally,

preview your community to make sure that your updates appear as expected.

4. When you’re happy with your changes, click Publish in the toolbar to publish your changes.

An email notification informs you when your changes go live.

Update Your Community’s Template

We introduce amazing features and enhancements with every release, so don’t get left behind!

Make the most from the latest Community Builder and template features.

Important: In Summer ’16 (May 2016), we stopped supporting Koa, Kokua, and Customer

Service (Napili) template versions from before Winter ’16 (October 2015). To continue receiving

Salesforce support for your template, update it to the latest version. If you don’t update your template, it doesn’t affect your community. However, if issues arise with outdated templates,

Salesforce Customer Support won’t be able to assist you.

If your community uses the Summer ’16 version of the templates, sit back and relax. We automatically update your template version to the latest version, so you can start adding the latest features to your community straight away.

The impact of updating a template depends on the version your community is using.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or publish a community:

•

“Create and Manage

Communities”

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To update your template

•

“Create and Manage

Communities”

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Plan Your Community Design Strategy Use Community Builder with Templates

Template Type and Version

Spring ’16 and later versions of Koa, Kokua, or Customer Service

(Napili)

Winter ’16 Koa, Kokua, or Customer Service (Napili)

What to Expect When Updating to Winter ’17

All updates are automatically applied. Your customizations and branding are preserved along with your data.

•

Your customizations are maintained for all pages, except login pages.

•

Login pages retain branding but lose custom code or component customizations.

Before Winter ’16 Koa, Kokua, or Customer Service (Napili)

Before Spring ’16 Aloha template

Salesforce Tabs + Visualforce

Most component customizations and properties are overwritten.

However:

•

For Koa and Kokua, general settings, such as Category Group

Name, Top-Level Category, and Company Name, carry over.

•

For Customer Service (Napili), topic definitions carry over.

Most branding properties defined using the Branding Editor in

Community Builder are maintained. However, sometimes your community’s colors are reset to the default value. After you update the template, check the branding properties and update the ones that were reset.

Template updates for communities using Salesforce Tabs +

Visualforce aren’t managed from Community Builder.

For information on component compatibly with older template versions, see “Which Components Can I Use with Each Template?” in the

Using Templates to Build Communities

guide.

When a template update is available, a red notification icon appears over the Settings icon in Community Builder. You don’t have to apply an update when it becomes available; you can wait until you’re ready.

To update your template (for Winter ’16 or older versions of templates):

1. From Community Management, click the Community Management menu in the global header, then click Go to Community

Builder. You can also access Community Builder from the All Communities page in Setup by clicking Builder next to your community name.

2. Click Settings > Updates.

3. Click Update and confirm the update when prompted.

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4. Review all community pages and make sure that your branding and styles are as you expect.

5.

Publish your community to apply the template updates.

Change Your Community Template

If you use the Salesforce Tabs + Visualforce template, you can change your template to Koa, Kokua, or the Customer Service (Napili) template in Community Builder.

Note:

Starting with Winter ’17, the ability to change templates is no longer supported for communities using the Koa, Kokua, and Customer Service (Napili) templates. The functionality is still available for these templates, but we recommend that you start afresh with a new community instead. If you do change your template from Koa, Kokua, or Customer Service

(Napili) to another template type, Salesforce Customer Support will be unable to assist you if any problems arise.

Important: There is no data loss when you change templates, but some customizations are lost. Be sure to review

Considerations for Changing Your Community Template before changing

your template.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

2. Click AdministrationSettings.

3. Click Change Template.

4. Choose the template you want to switch to.

5. When prompted, select Change Template to confirm your changes.

After you change the template, you are taken back to Community Management.

Check to make sure your community pages, such as the Login page or Community Home page, are still the best choice for your updated community template. For example, if you previously had a Salesforce Tabs + Visualforce template and switch to the Customer Service

(Napili) template, update your pages to use Community Builder pages instead of Visualforce pages. If necessary, customize your community in Community Builder and publish any changes you make.

To learn more about using the Kokua, Koa, and Customer Service (Napili) templates, see the

Using Templates to Build Communities

.

To learn more about using the Aloha template, see the

Getting Started with the Aloha Community Template for Salesforce Identity

.

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Considerations for Changing Your Community Template

Changing your community template affects the community navigation, branding, and customizations.

EDITIONS

Note: Starting with Winter ’17, the ability to change templates is no longer supported for communities using the Koa, Kokua, and Customer Service (Napili) templates. The functionality is still available for these templates, but we recommend that you start afresh with a new community instead. If you do change your template from Koa, Kokua, or Customer Service

(Napili) to another template type, Salesforce Customer Support will be unable to assist you if any problems arise.

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

•

When you change your template, Salesforce object data carries over, but some branding and component customizations do not. Prepare to redo customizations as necessary.

•

Changing the community template updates the navigation in Community Management. To view all available options in Community

Management, regardless of template selection, select AdministrationPreferences > Show all settings in Community

Management.

•

Your community URL changes when switching from a Salesforce Tabs + Visualforce template to any other template type. Specifically,

/s

is appended to the community URL. Be sure to update any links to your community with the updated URL.

•

In active communities

–

When you switch over to the Koa, Kokua, or Customer Service (Napili) templates, your template change is saved in a draft version.

Use the draft version to further customize your community in Community Builder. Your community is updated only after you publish your changes.

–

When you switch to the Salesforce Tabs + Visualforce template from any other template, your changes immediately reflect in your active community. In this scenario, we recommend that you deactivate your community before you change your template.

Once you’ve made all your changes, reactivate the community.

–

If your template is listed as

None

, it means you’re not using a predefined template or you are using a modified version of one of our templates.

To learn more about using the Kokua, Koa, and Customer Service (Napili) templates, see the

Using Templates to Build Communities

.

To learn more about using the Aloha template, see the

Getting Started with the Aloha Community Template for Salesforce Identity

.

Use Community Builder (Site.com) Without Templates

Each community has one associated Site.com site that lets you add custom, branded pages to your community. By default, Site.com

pages are publicly available and don’t require login, but you can also create private pages that only community members can access.

For more detailed information about using Site.com, check out the online help.

Before You Begin

Communities users with the “Create and Set Up Communities” permission automatically have full site administrator access to a community’s

Site.com site. To let Communities users without the permission edit the site, you must purchase and assign either a Site.com Publisher or a Site.com Contributor feature license, and assign a user role at the site level.

See About Site.com User Roles .

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Tips and Considerations

•

Communities users with the “Create and Set Up Communities” permission are assigned the role of site administrator in a community’s

Site.com site. However, they don’t appear in the User Roles section on the Overview tab of Site.com Studio.

•

You can’t create, delete, or duplicate community sites in Site.com.

•

When working with data-bound components, such as data repeaters and forms, keep in mind that the objects listed may not be available to site visitors. For authenticated visitors, object access on public and private pages is controlled by their user profiles. For unauthenticated visitors, object access on public pages is controlled by the site’s guest user profile.

•

When adding forms to authenticated community pages in Site.com, set the current user for Salesforce objects that require the Owner

ID field. Setting the current user (as opposed to the default guest user) lets you identify the authenticated user when the form is submitted. To set the current user for the Owner ID field, select the field in the form, click Configure under Field Properties in the

Properties pane, select

Global Property

as the source, and select

Current userID

as the value.

•

The home page, 404 page, login page, and self-registration page that you specify for Site.com Community sites in Site Configuration set the default pages for the Site.com Community site. These default URLs are used unless you specify different URLs in Community

Management under AdministrationPages and AdministrationLogin & Registration. Community error pages are specified in

Force.com Setup, under Error Pages.

•

When your Site.com Community site is inactive, users are redirected to the Service Not Available page defined in Community

Management under Pages.

•

The contributor’s view is not available by default for Site.com Community sites. However, you can use a Site.com Contributor license to grant contributor access to a specific user. See About Feature Licenses in the Site.com help for details. Alternatively, a user can preview the Site.com Community site as a contributor by appending

?iscontrib

to the site’s URL. For example: https://sitestudio.na1.force.com/?iscontrib

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Use Site.com to Customize Your Community

Communities users can use Site.com to build custom, branded pages for a community. There are many approaches to building custom pages for your community, but these are some of the typical stages involved:

•

Import Assets—Collect the assets, images, and files you plan to use on your custom page.

Import the assets into Site.com Studio, where they appear in the Assets section of the Overview tab.

•

Create Branded Pages—The quickest and easiest way to create branded pages is to use the

Community Template, which is automatically included with all Site.com community sites. When you

create a new page based on the Community Template

, the page includes all of the branded styles in your community, including the community’s header and footer. If you want even more control over the look and feel of your community page, you can create your own page template , drag community headers and footers to it from the Widgets section of the Page Elements pane, and add other community styles.

EDITIONS

Available in: Salesforce

Classic

Available for purchase in:

Enterprise, Performance, and Unlimited Editions

Available (with limitations) in: Developer Edition

USER PERMISSIONS

Note:

As of Spring ’15, the Community Template is no longer available for new communities. If you already have a Site.com community that’s based on the Community

Template, it will continue to work. For information on creating a community, see Create

Communities

on page 17.

To build, edit, and manage a community’s custom pages:

•

“Create and Set Up

Communities”

•

Use Branded CommunityStyles—Develop the look and feel of your custom pages by using

the CommunityBranding style sheet

, or by

creating branded community styles

in your own cascading style sheets (CSS). If you're not completely up to speed with CSS, the Style pane provides an easy, visual way to create and manage styles. Or if you're a CSS expert who likes to get straight into the code, you can hand-code community styles right in your own style sheets .

•

Create Public Pages—Using the template as a base, you can quickly create pages , which automatically inherit all the elements of the page template. Or if you need a standalone page that doesn't follow the overall design, you can create a blank page instead.

•

Make Pages Private—By default, any page you create in Site.com Studio is publicly available.

However, you can

make pages private

so that only logged-in Communities users can access them.

OR

Site.com

Publisher User field enabled on the user detail page

AND

Site administrator or designer role assigned at the site level

•

Add Features, Page Elements, and Community Widgets—Use Site.com's prebuilt page elements to add features such as navigation menus , images , content blocks , and community widgets . Retrieve data from your organization’s objects and dynamically display it on your site pages using data repeaters and data tables . Alternatively, gather and submit data from visitors using forms .

•

Add and Edit Content—At this stage, the page is usually ready for you to add and edit content such as text , images , videos , and hyperlinks . And as you work, you can upload any images or files you need.

•

Review and Test the Page—Testing the changes to your page happens throughout the development cycle. You should always preview your changes to ensure they display as expected in a browser. You can also send a preview link to reviewers so they can review the finished product before it goes live.

•

Publish the Page—After testing is complete, you're ready to make the page available to your community by publishing your changes .

•

Add Authenticated Pages to Your Community’s Tab—Now that the page is tested and published, if you’re working with authenticated pages, the final step is to

add the page to a tab

in your community.

•

Use Site.com in Sandbox—Site.com is now available on sandbox. When you create a sandbox copy from a production organization, you can include your Site.com sites. You can also copy your sandbox site back to production using the overwrite feature.

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Creating Branded Pages in Site.com

Create Branded Pages Overview

When you create a Community site, Salesforce automatically creates a new Site.com site and associates it with your community.

With Site.com Community sites you can:

•

Use the branded Community template

to create Site.com pages for your community.

Note:

As of Spring ’15, the Community Template is no longer available for new communities. If you already have a Site.com community that’s based on the Community

Template, it will continue to work. For information on creating a community, see Create

Communities

on page 17.

•

Use the

CommunityBranding

style sheet

to style Site.com pages by using CSS.

•

Create your own community CSS styles

using a number of

available

Network

namespace expressions

.

Create Branded Pages from the Community Template

Site.com Community sites include a branded template that you can use to create new community site pages.

The styles for the

Community Template

come from the

CommunityBranding

style sheet, which is automatically included for all new Site.com Community sites.

To create branded pages from the

Community Template

:

1. On the Site.com Overview tab, hover over Site Pages and click New.

2. Type the new community page name. Page names can’t include spaces or special characters, such as #, ?, or @.

3. Make sure

Community Template

is selected for the page template.

4. Click Create.

Note:

•

Community branding options, such as headers, footers, and page colors, are set from the

Administration > Branding section on the Community Management page.

•

Empty community headers and footers, or headers that contain only images, won’t work in Site.com. Be sure to specify customized HTML blocks for your community headers and footers if you’re creating Site.com pages from the

Community Template

, or creating community headers and footers using

Network

namespace expressions.

•

Community headers and footers are available as widgets in Site.com community pages.

To add a community header or footer to a blank page, drag it to the page from the Widgets section of the Page Elements pane.

EDITIONS

Available in: Salesforce

Classic

Available for purchase in:

Enterprise, Performance, and Unlimited Editions

Available (with limitations) in: Developer Edition

EDITIONS

Available in: Salesforce

Classic

Available for purchase in:

Enterprise, Performance, and Unlimited Editions

Available (with limitations) in: Developer Edition

USER PERMISSIONS

To build, edit, and manage a community’s custom pages:

•

“Create and Set Up

Communities”

OR

Site.com

Publisher User field enabled on the user detail page

AND

Site administrator or designer role assigned at the site level

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Apply Community Styles from the CommunityBranding Style Sheet

The

CommunityBranding

style sheet contains a set of CSS styles created from

Network namespace expressions.

The

CommunityBranding

style sheet is attached to the

Community Template

, and is responsible for the template’s branded look and feel. You can access the styles in the

CommunityBranding

style sheet and apply them directly to elements on any page.

To apply community styles using the

CommunityBranding

style sheet:

1. Make sure the

CommunityBranding

style sheet is attached to the Site.com page you want to brand. (See Creating and Using CSS Style Sheets .)

Note: All Site.com pages based on the

Community Template

automatically have the

CommunityBranding

style sheet attached to them.

2. Select the element on the page you want to style.

3. Open the Style pane.

4. Select Class.

5. Start typing “brand”.

A list of all of the available styles in the

CommunityBranding

styles sheet appears.

6. Select the style you want to apply.

EDITIONS

Available in: Salesforce

Classic

Available for purchase in:

Enterprise, Performance, and Unlimited Editions

Available (with limitations) in: Developer Edition

USER PERMISSIONS

To build, edit, and manage a community’s custom pages:

•

“Create and Set Up

Communities”

OR

Site.com

Publisher User field enabled on the user detail page

AND

Site administrator or designer role assigned at the site level

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Create Community Styles in a CSS Style Sheet

Branded Community styles are available in Site.com Community sites through

Network

namespace expressions.

You can access a full list of available

Network

namespace expressions to create new community styles in any CSS style sheet. When you add an expression to a CSS rule, Site.com “pulls in” the style as it’s defined in the community, and displays it on your page.

To create community styles in a CSS style sheet:

1. Open an existing style sheet or create a new style sheet. (See Creating and Using CSS Style

Sheets .)

2. Click Edit Style Sheet Code.

3. Add a new community style rule by using any of the available

Network

expressions. You can create both ID styles and class styles. For example:

EDITIONS

Available in: Salesforce

Classic

Available for purchase in:

Enterprise, Performance, and Unlimited Editions

Available (with limitations) in: Developer Edition

USER PERMISSIONS

To build, edit, and manage a community’s custom pages:

•

“Create and Set Up

Communities”

OR

Site.com

Publisher User field enabled on the user detail page

AND

Site administrator or designer role assigned at the site level

#main_content_block { background-color: {!Network.primaryColor}; color: {!Network.primaryComplementColor};

}

.secondary_content_blocks{ background-color: {!Network.zeronaryColor}; color: {!Network.zeronaryComplementColor};

}

4. Apply the new styles to elements on other pages.

Note: Remember, the style sheet that contains your community styles must be attached to the page containing your styled elements.

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Expressions Available for Community Branding

You can use the

Network

namespace expressions listed on this page to create your own

Community styles

.

Community branding options, such as headers, footers, and page colors, are set from the

Administration > Branding section on the Community Management page.

Note:

•

Empty community headers and footers, or headers that contain only images, won’t work in Site.com. Be sure to specify customized HTML blocks for your community headers and footers if you’re creating Site.com pages from the

Community Template

, or creating community headers and footers using

Network

namespace expressions.

•

Community headers and footers are available as widgets in Site.com community pages.

To add a community header or footer to a blank page, drag it to the page from the Widgets section of the Page Elements pane.

Network Expression

{!Network.header}

{!Network.footer}

{!Network.zeronaryColor}

{!Network.zeronaryComplementColor}

{!Network.primaryColor}

{!Network.primaryComplementColor}

{!Network.secondaryColor}

{!Network.tertiaryColor}

{!Network.tertiaryComplementColor}

{!Network.quaternaryColor}

{!Network.quaternaryComplementColor}

EDITIONS

Available in: Salesforce

Classic

Available for purchase in:

Enterprise, Performance, and Unlimited Editions

Available (with limitations) in: Developer Edition

Corresponding Community Branding Page Element

Custom content of the community header.

Custom content of the community footer.

The background color for the community header.

The font color used with zeronaryColor

.

The color used for active tabs in the community.

The font color used with primaryColor

.

The color used for the top border of lists and tables in the community.

The background color for section headers on edit and detail pages in the community.

The font color used with tertiaryColor

.

The background color for pages in the community.

The font color used with quaternaryColor

.

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Plan Your Community Design Strategy Use Community Builder (Site.com) Without Templates

View the CommunityBranding Style Sheet

The

CommunityBranding

style sheet contains a set of branded styles from your community.

Community branding options, such as headers, footers, and page colors, are set from the

Administration > Branding section on the Community Management page.

To see the Community styles in the

CommunityBranding

style sheet, on the Site.com Overview tab, click Style Sheets, and click the

CommunityBranding

style sheet. The Community styles are listed on the left. To see the code for the style sheet, click Edit Style Sheet Code.

A total of fourteen Community class styles are provided. These are the default contents of the style sheet:

EDITIONS

Available in: Salesforce

Classic

Available for purchase in:

Enterprise, Performance, and Unlimited Editions

Available (with limitations) in: Developer Edition

.brandZeronaryBgr {

} background-color: {!Network.zeronaryColor} !important;

.brandZeronaryFgr { color: {!Network.zeronaryComplementColor} !important;

}

.brandPrimaryBgr { background-color: {!Network.primaryColor} !important;

}

.brandPrimaryFgr {

} color: {!Network.primaryComplementColor} !important;

.brandPrimaryBrd2 { border-color: {!Network.primaryComplementColor} !important;

}

.brandPrimaryFgrBrdTop { border-top-color: {!Network.primaryComplementColor} !important;

}

.brandPrimaryBrd {

} border-top-color: {!Network.primaryColor} !important;

.brandSecondaryBrd { border-color: {!Network.secondaryColor} !important;

}

.brandSecondaryBgr { background-color: {!Network.secondaryColor} !important;

}

.brandTertiaryFgr {

} color: {!Network.tertiaryComplementColor} !important;

.brandTertiaryBgr { background-color: {!Network.tertiaryColor} !important; color: {!Network.tertiaryComplementColor} !important; background-image: none !important;

}

.brandTertiaryBrd { border-top-color: {!Network.tertiaryColor} !important;

}

.brandQuaternaryFgr {

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Plan Your Community Design Strategy Use Community Builder (Site.com) Without Templates

} color: {!Network.quaternaryComplementColor} !important;

.brandQuaternaryBgr { background-color: {!Network.quaternaryColor} !important;

}

Adding Authenticated Pages in Site.com

Site.com Authorization Overview

As part of your site design, you might want to control what content is public and private to your site visitors. New sites are initially set so that all site resources, such as folders and pages, are public.

You can change the default setting from the Authorization view found under Site Configuration.

The global site authorization options are:

•

No Authorization (default)—All resources are public.

•

Requires Authorization—All resources are private.

•

Custom—All resources are public by default, but can be made private.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

The No Authorization and Requires Authorization options let you quickly make your site either all public or all private. But, if you want to control access to individual pages, folders, and other resources, use the Custom option. Selecting

Custom enables a

Requires Authorization

checkbox on the Actions menu for all resources throughout the site. You can define authorization at the site, folder, page, and individual resource level. As you mark items for authorization, a lock icon appears on them. After a resource, like a page, is marked as private, users who aren’t logged into Salesforce are asked to log in when they try to access it.

Resources can inherit their privacy setting from folders. For example, when a resource, such as a site folder, is marked for authorization, anything placed in that folder inherits the folder’s authorization setting and becomes private. If you drag that resource into a public folder, it becomes public again. But, if you explicitly mark a resource as private using the Actions menu, and then drag it into a public folder, it still remains private because the privacy setting at the resource level dominates.

When you use the Custom option, an authorization table appears in the Authorization view that lets you manage your private resources/items marked as private. You can remove authorization from a resource by either deleting it from the authorization table, or by deselecting the Requires Authorization box on the item itself.

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Setting Authorization on Your Site

As part of your site design, you might want to control what content is public and private to your site visitors. New sites are initially set so that all site resources, such as folders and pages, are public.

You can change the default setting from the Authorization view found under Site Configuration.

The global site authorization options are:

•

No Authorization (default)—All resources are public.

•

Requires Authorization—All resources are private.

•

Custom—All resources are public by default, but can be made private.

1. Open your site for editing.

2. Click Site Configuration > Authorization.

3. Select an authorization option.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To manage authorization:

•

You must be an administrative user on the site

USER PERMISSIONS

To build, edit, and manage a community’s custom pages:

•

“Create and Set Up

Communities”

OR

Site.com

Publisher User field enabled on the user detail page

AND

Site administrator or designer role assigned at the site level

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Plan Your Community Design Strategy Use Community Builder (Site.com) Without Templates

Setting Custom Authorization

When you select Custom authorization, you get a great deal of flexibility in controlling access to your site. Not only can you control who has access to top level resources, like folders and pages, but you can also set access at the individual resource level.

EDITIONS

Using Custom authorization at the folder level is a great way to make a large number of resources private without having to mark them individually. Let’s say you periodically run sale offers for your paid users. If you drag all the sale pages into a special folder you mark for authorization, they instantly inherit the folder’s setting. Users will need to log in to access them. Plus, if you decide to make one of the sale pages available to everyone, you can simply drag it back into a public folder, or to the root of the All Site Content area.

1. Open you site for editing.

2. Click Site Configuration > Authorization.

3. Select Custom.

4. Click All Site Content.

5. Create a folder to hold the private pages if it doesn’t already exist.

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To manage authorization:

•

You must be an administrative user on the site

6. From the folder’s Actions

menu, select Requires Authorization. You’ll see the lock appear on the folder. It is now private.

7. Drag any pages you want to make private into the folder. A lock

appears on them too.

Example: Let’s take another example. If you have a page that you’d like to keep private no matter where it resides, you can set its authorization using the Actions menu. After you set it at the individual resource level, it remains private even if you drag it into a folder that isn’t set to private. In other words, an resource marked private is always private until you deselect Requires

Authorization on the Actions menu.

If you check the Authorization page, you’ll see all folders and resources marked private are listed in the authorization table where you can view and delete them.

Removing Site.com Authorization

You can remove authorization for a resource by either deleting it from the authorization table under

Site Configuration, or by deselecting Requires Authorization from the menu.

1. Open your site for editing.

2. Click Site Configuration > Authorization.

3. From the authorization table, click Delete next to the item you want to remove. Alternatively, navigate to the All Site Content view. Select the resource. From the Actions menu, deselect

Requires Authorization.

Example: If a resource is explicitly marked as private using the Actions menu, then you must remove authorization from it using the Actions menu. For example, if a page marked private is dragged into a folder that’s public, it remains private. Likewise, if you drag it into a folder that’s already private, and remove the authorization on that folder, the page will still be private.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To manage authorization:

•

You must be an administrative user on the site

Add Custom Pages That Don’t Require Login

Within a community, you can have publicly available pages that are accessible without requiring login, making them ideal for landing or marketing pages.

108

Plan Your Community Design Strategy Use Community Builder (Site.com) Without Templates

Communities leverage Force.com Sites technology to set a custom domain for your organization and a URL prefix for each community created in your organization. If you want to further customize your communities beyond what’s available in setup, you can use Force.com

Sites or Site.com to create completely customized pages.

Tip: 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.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community

Management.

2. Click AdministrationPages and then in the Advanced Customizations area, click either:

•

Go to Force.com to create pages that don’t require login or edit out-of-the-box error pages.

•

Go to Site.com Studio to open Site.com Studio, where you can create public, branded pages. (You can also create authenticated pages that require login.)

3. After you create a public page in Site.com Studio, you must publish the Site.com site to allow users to access the page.

For more information about creating pages, refer to these resources:

•

Creating Site.com Pages

•

Managing Force.com Site Visualforce Pages

•

Managing Force.com Site Standard Pages

SEE ALSO:

Determine the URL of a Site.com Page

Create Branded Pages from the Community Template

Setting Custom Authorization

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Plan Your Community Design Strategy Use Community Builder (Site.com) Without Templates

Display Current Community User Information in Site.com

Display Current Community User Information

Site.com designers creating authenticated pages for a community site can display the current user’s information by accessing

CurrentUser

namespace expressions.

1. Open the page on which you want to display the current community user's information.

2. From the Page Elements pane, drag a Content Block or Custom Code page element onto the page.

3. Type

{!CurrentUser.

and the value that you want to display.

For example,

{!CurrentUser.firstName}

.

Check the list of

available expressions for displaying current user information .

4. Add any additional text you require.

For example,

Welcome back {!CurrentUser.firstName}!

.

5. If you’re in a Content Block, click Save. If you’re in a Custom Code element, click Save and

Close.

Note: If an unauthenticated user views a page that contains

CurrentUser

expressions, the current user information does not appear. For example, if an unauthenticated user viewed a page that contained the above example, the user would see “Welcome back !” as the welcome message.

EDITIONS

Available in: Salesforce

Classic

Available for purchase in:

Enterprise, Performance, and Unlimited Editions

Available (with limitations) in: Developer Edition

USER PERMISSIONS

To build, edit, and manage a community’s custom pages:

•

“Create and Set Up

Communities”

OR

Site.com

Publisher User field enabled on the user detail page

AND

Site administrator or designer role assigned at the site level

Expressions Available for Displaying Current User Information

Use these

CurrentUser

namespace expressions to display authenticated user information

on a Site.com community page.

CurrentUser Expression

{!CurrentUser.name}

{!CurrentUser.firstName}

{!CurrentUser.lastName}

{!CurrentUser.userName}

Displays

Combined first and last name of the user, as displayed on the user detail page.

First name of the user, as displayed on the user edit page.

Last name of the user, as displayed on the user edit page.

Administrative field that defines the user’s login.

EDITIONS

Available in: Salesforce

Classic

Available for purchase in:

Enterprise, Performance, and Unlimited Editions

Available (with limitations) in: Developer Edition

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Plan Your Community Design Strategy Use Community Builder (Site.com) Without Templates

CurrentUser Expression

{!CurrentUser.email}

{!CurrentUser.communityNickname}

Displays

Email address of the user.

Name used to identify the user in a community.

Determine the URL of a Site.com Page

After you create a Site.com page, you can determine the page’s URL to:

•

Provide your users with a URL that lets them access a public page directly.

•

Create a link to the page from other pages, including Force.com Sites and Visualforce pages.

•

Make it the home page for your community using a URL redirect in Force.com Sites.

•

Add a private page to a web tab in your community.

1. To determine the correct URL for the page:

•

From the Create Community wizard, click Customize.

•

If you navigated away from the Create Community wizard, click Customize >

Communities > All Communities, then click the Manage button next to the community name.

2. Click AdministrationSettings.

3. Copy the URL displayed on the page and paste it into a text editor.

4. To create a URL that points to:

•

The Site.com site’s home page, append

/s/

to the URL. For example, https://mydomain.force.com/mycommunity/s/

.

•

A specific Site.com page, append

/s/<page_name>

, where

<page_name>

is the name of the Site.com page. For example, https://mydomain.force.com/mycommunity/s/promotion

.

The URL is case-sensitive and “ s

” must be lowercase.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To build, edit, and manage a community’s custom pages:

•

“Create and Set Up

Communities”

OR

Site.com

Publisher User field enabled on the user detail page

AND

Site administrator or designer role assigned at the site level

SEE ALSO:

Add Authenticated Site.com Pages to Community Tabs

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Plan Your Community Design Strategy Use Community Builder (Site.com) Without Templates

Add Authenticated Site.com Pages to Community Tabs

After you create a private Site.com page, you can add the page to a tab in your community.

In this case, you need to create a Web tab that points to your Site.com page.

1. In the Properties pane for your page, select

Show Salesforce Header

.

Selecting this option ensures that you see tabs in your community.

2. Enter the tab name as it should appear on the tab in your community.

The web tab you create must have the same name.

3.

Determine the correct URL for the page .

The URL must be in the following format https://mydomain.force.com/mycommunity/s/<pagename>

, where

pagename

matches the name of your page.

4. From Setup, enter

Tabs

in the

Quick Find

box, then select Tabs.

5. In Web Tabs, click New and enter the name of the tab as it appears in the Tab Name field in your page properties.

6. On the Step 3 screen, paste the URL you created in the Button or Link URL text box.

7. Return to the Create Community wizard and add the new tab to your community.

To preview the private page in your community, you must publish your Site.com site.

Note:

You can’t publish your site from sandbox.

SEE ALSO:

Add Tabs to Your Community

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To build, edit, and manage a community’s custom pages:

•

“Create and Set Up

Communities”

OR

Site.com

Publisher User field enabled on the user detail page

AND

Site administrator or designer role assigned at the site level

112

Plan Your Community Design Strategy Override Default Pages in Your Community with Custom

Pages

Override Default Pages in Your Community with Custom Pages

Use company-branded Community Home and Service Not Available pages by overriding the standard pages in your community.

•

Use a Custom Community Home Page

•

Use a Custom Page for Service Unavailability

You can override other default community pages in the Site.com or Force.com settings for the community. To do this, click the Community Management menu in the global header and then click Go to Force.com or Go to Site.com Studio. Page selections in Community Management automatically override any previously specified page selections in the Site.com or Force.com settings.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

Use a Custom Community Home Page

Personalize the standard community home page with company branding by using a custom

Community Builder (Site.com Studio) or Visualforce page.

The community home page is shown to unauthenticated users in a public community and it allows you to specify a landing page for guest users without setting up redirects. This page is also known as your Active Site Home page.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All

Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community Management.

2. Click AdministrationPages.

3. For the Community Home page:

a. Select the page type: Community Builder or Visualforce).

b. Enter the name of the page or leave the field blank to get a list of available options.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND

Is a member of the community whose

Community

Management page they’re trying to access.

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Plan Your Community Design Strategy Use a Custom Community Home Page

c.

Click , then click the name of the page in the search results to select it.

Note: Only published Community Builder (Site.com Studio) pages are included in the search results.

4. Click Save.

Page selections in Community Management automatically override any previously specified page selections in the Site.com or Force.com

site properties.

Configure the Default Community Login Page to Use a Custom Home Page

If you’re using external authentication providers and a custom home page, ensure that users are accessing the correct home page.

To do so, edit the

CommunitiesLandingController

so that it has the correct startURL for your community. The

CommunitiesLandingPage

is the Active Site Home Page for your community, meaning that it is shown when someone enters a direct URL to your community. For instance, if your domain is

universaltelco.force.com

and your community URL is

customers

, the

CommunitiesLandingPage

is shown when someone enters http://universaltelco.force.com/customers

.

There are 2 methods for using a custom home page:

•

Update the

CommunitiesLandingController

code to redirect to the new page:

1. From Setup, enter

Apex Classes

in the

Quick Find

box, then select Apex Classes.

2. Click Edit next to

CommunitiesLandingController

.

3. Replace the code so that it reads:

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To access Community

Management:

•

“Access Community

Management” OR

“Manage Communities”

OR “Create and Set Up

Communities”

•

AND is a member of the community whose

Community

Management page they’re trying to access

To customize administration settings:

•

“Create and Set Up

Communities”

•

AND is a member of the community whose

Community

Management page they’re trying to access

To edit Apex classes:

•

“Author Apex” public with sharing class CommunitiesLandingController {

// Code we will invoke on page load.

public PageReference forwardToStartPage() {

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Plan Your Community Design Strategy Use a Custom Page for Service Unavailability

String communityUrl = '

https://universaltelcom.force.com

';

EncodingUtil.urlEncode(customHomePage, 'UTF-8'));

}else { return Network.communitiesLanding();

}

}

String customHomePage = '/apex/hello'; if (UserInfo.getUserType().equals('Guest')) { return new PageReference(communityUrl + '/login?startURL=' + public CommunitiesLandingController() {}

}

4. Replace

https://universaltelcom.force.com

with the URL for your community.

5. Click Save.

•

Alternatively, you can replace the Active Site Home Page with a custom Visualforce page.

1. From Setup, enter

All Communities

in the

Quick Find

box, then select All Communities.

2. Click the Manage button next to thecommunity name.

3. Click AdministrationPages > Go to Force.com.

4. In the Site Detail section, click Edit.

5. In the

Active Site Home Page

field, select your custom Visualforce page.

6. Click Save.

When a user enters the community URL, they see the new Active Site Home Page.

Use a Custom Page for Service Unavailability

On rare occasions, if your community is not available because of a service outage, Salesforce displays a generic Service Not Available page with Force.com branding. You can replace this page with a custom company-branded static resource page for a personalized user experience for your community members.

The Service Not Available static resource:

•

Must be a public .zip file 1 MB or smaller.

•

Must contain a page named maintenance.html

at the root level of the .zip file. Other resources in the .zip file, such as images or CSS files, can follow any directory structure.

•

Must contain only files that have file extensions.

For more information, refer to Assigning Force.com Site Error Pages in the Salesforce Help.

1. Access Community Management in one of the following ways.

•

From the community:

–

In Salesforce Tabs + Visualforce communities, click in the global header.

–

In Community Builder-based communities, use the drop-down menu next to your name and click Community Management.

•

From Setup, enter

All Communities

in the Quick Find box, then select All Communities and click the Manage link next to a community.

•

From Community Builder, in the header, use the drop-down menu next to the name of your template and click Community

Management.

115

Plan Your Community Design Strategy Add the Global Search Box to Your Customized Community

HTML Header

2. Navigate to AdministrationPages.

3.

Click

4. Click Save.

next to Service Not Available to search for and select your custom page.

If there is a service outage at any time, your community displays your selected page. A couple things to keep in mind:

•

This page selection doesn’t affect communities that use Site.com Studio pages.

•

The Service Not Available page, once customized, is available for all communities in the same domain. Depending on the needs of your organization, this might not be desirable. To avoid using the same page for all the communities in your domain, create and assign separate Service Not Available pages for each community.

For example, consider a scenario where you have two communities in your domain: a customer community

( universaltelco.force.com/customer

) and a partner community ( universaltelco.force.com/partner

).

If you use a custom Service Not Available page for only the customer community, then the partner community will display the same page during a service outage, unless you create and assign a separate Service Not Available page to the partner community.

Add the Global Search Box to Your Customized Community HTML

Header

If you customize your Salesforce Communities with an HTML header, you hide the global search box. To take advantage of this search functionality, add a form to your custom header.

1. In your customized HTML header, embed a form similar to this one.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

<form action="/<community name>/search/SmartSearch" method="get">

<input id="phSearchInput" type="text" name="str"/>

<input type="submit" value="Search"/>

</form>

2. Replace

<community name>

with the unique value you used for the URL when creating the community.

For example, if you entered

customers

as the unique value for your community URL, the form would look like this example:

<form action="/customers/search/SmartSearch" method="get">

<input id="phSearchInput" type="text" name="str"/>

<input type="submit" value="Search"/>

</form>

116

Plan Your Community Design Strategy Configure a Custom Domain for Your Community

Configure a Custom Domain for Your Community

Set up a custom domain so that your community URLs reflect your company brand.

USER PERMISSIONS

Note: Custom domains are supported only in non-sandbox instances. You can configure a custom domain in a sandbox instance and then migrate it to a production instance, but the custom domain is only active in production.

When you add a domain, you also have the option of attaching a certificate and key for connection security. If you’re going to use a certificate, make sure you’ve already added it using Certificate and

Key Management before you try to attach it to your domain. Only CA-signed certificates are supported, and they must be 2048 bits in length. To support all domains that are hosted by sites in your organization, use a wildcard or Subject Alternative Name certificate.

1. From Setup, enter

Domains

2. Click Add a Domain.

3. Enter the Domain Name.

in the

Quick Find

box, then select Domains.

4. Add a certificate if you have already set up a CA-signed certificate that supports this domain.

5. Click Save. Alternatively, click Save & New to add multiple domains.

If you plan to host more than one community on a domain, you’ll need to set up custom URLs for each site. Custom URLs are the way to uniquely distinguish the communities within that domain.

From Setup, enter

Custom URLs

in the

Quick Find

box, then select Custom URLs.

To view domains:

•

“View Setup and

Configuration”

To add domains:

•

“Customize Application” or “View Setup and

Configuration” plus either a Site.com

Publisher license or

“Create and Set Up

Communities”

To edit or delete domains:

•

“Customize Application”

To associate certificates with a domain:

•

Contact Salesforce if you aren’t using

Communities.

Organization with

Communities can associate certificates with a domain.

Before you switch the CNAME of your domain name to point to a new target name, ensure that the new target name exists in the DNS by using dig

or nslookup

. When you created your domain names affects the target of your CNAME:

•

Domain names that were added before Summer ‘13, typically need to have their CNAME adjusted to point to the fully qualified domain followed by

.live.siteforce.com

instead of to the organization’s force.com

sub-domain. For example, if your pre-Summer ‘13 domain is www.example.com

, then the target of its CNAME will need to be www.example.com.live.siteforce.com

instead of example.force.com

before HTTPS will work.

•

Domain names that were added in or before Summer ‘13, don’t have the 18-character organization ID in the CNAME target.

•

Domain names that were added in or after Summer ‘13, already point to the proper place for setting up HTTPS in a custom domain.

•

Domain names that were added in or after Winter ‘14, use a CNAME that points to the fully qualified domain followed by your organization’s 18-character ID and

.live.siteforce.com

. For example, if your domain name is www.example.com

and your 18-character organization ID is

00dxx0000001ggxeay

, then the target of its CNAME will need to be www.example.com.00dxx0000001ggxeay.live.siteforce.com

.

117

Plan Your Community Design Strategy Rename the Chatter Tab

Rename the Chatter Tab

Most likely, many of your community members will use the Chatter tab as their home base. You can customize it to meet your company’s branding.

The Chatter tab is the fastest way for your community members to see what’s most important to them: activity feeds, groups, bookmarks, files, and more. Many of your community members will most likely use the Chatter tab as their home base. Customize the name of the Chatter tab in your community to match your company branding—for example, you can use your company’s name or any other name that would be recognizable to your members.

1. From Setup, enter

Rename Tabs and Labels

in the

Quick Find

box, then select

Rename Tabs and Labels.

2. Select your default language from the

Select Language

drop-down list at the top of the page.

3. Under Chatter Tabs in Communities, click Edit next to the community you want to edit.

4. Type the singular and plural versions of your preferred tab name, for example, Partner and

Partners. Select

Starts with a vowel sound

if appropriate.

5. Click Save.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To rename the Chatter tab:

•

“Customize Application”

OR

“View Setup and

Configuration”

AND

Be designated as a translator

118

SECURITY & AUTHENTICATION

Authenticate Community Users

You have several options for authenticating users in your community. By default, external users authenticate by logging in with the username and password that Salesforce assigns them for the community. (External users are users with Community, Customer Portal, or partner portal licenses.) Your organization’s internal users just follow the employee login flow using their Salesforce username and password.

Note: All authentication options also work with custom HTTPS web addresses.

SEE ALSO:

Customize Login, Logout, and Self-Registration Pages in Your Community

Configure SAML for Communities

If your organization uses an existing single sign-on capability to simplify and standardize your user authentication, you can extend this capability to communities.

The following information assumes that you are already familiar with Security Assertion Markup

Language (SAML) authentication protocols and know how to work with your identity provider to configure single sign-on for your organization. When implementing SAML for communities, the key is to use the community URL associated with login for the single sign-on flow. Also make sure that the community URL in the SAML assertion POST includes

/login

.

Here is a summary of how SAML requests and responses are processed between the user’s browser, the community, and your identity provider.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

119

Security & Authentication Configure SAML for Communities

This table compares what’s required for community SAML assertions to what’s required for other types of Salesforce domains.

Requirement

URL where SAML assertion POST is made.

Standard

Are organization_id and portal_id required in assertion?

No

Portal

Yes–passed as an attribute

Force.com Sites

login.salesforce.com

login.salesforce.com

login.salesforce.com

Yes–passed as an attribute

Community

community URL

No

Note:

Required if using

Just-in-Time provisioning to create portal users in the community.

Community-specific portal users can be provisioned with portal_id

excluded.

Is siteUrl

required in assertion?

No No Yes–passed as an attribute

No

120

Security & Authentication Configure SAML for Communities

The following sample SAML assertion shows the community URL specified as the Recipient, for a sample customer community in the

Acme organization. This example applies to an organization that has a single SAML configuration.

<samlp:Response ID="_f97faa927f54ab2c1fef230eee27cba21245264205456"

IssueInstant="2009-06-17T18:43:25.456Z" Version="2.0">

<saml:Issuer Format="urn:oasis:names:tc:SAML:2.0:nameid-format: entity">https://www.salesforce.com</saml:Issuer>

<samlp:Status>

<samlp:StatusCode Value="urn:oasis:names:tc:SAML:2.0: status:Success"/>

</samlp:Status>

<saml:Assertion ID="_f690da2480a8df7fcc1cbee5dc67dbbb1245264205456"

IssueInstant="2009-06-17T18:43:25.456Z" Version="2.0">

<saml:Issuer Format="urn:oasis:names:tc:SAML:2.0: nameid-format:entity">https://www.salesforce.com</saml:Issuer>

<saml:Subject>

<saml:NameID Format="urn:oasis:names:tc:SAML:1.1: nameid-format:unspecified">saml_portal_user_federation_id

</saml:NameID>

<saml:SubjectConfirmation Method="urn:oasis:names:tc:

SAML:2.0:cm:bearer">

<saml:SubjectConfirmationData NotOnOrAfter=

"2009-06-17T18:48:25.456Z"

Recipient="https://acme.force.com/customers/login/?

saml=02HKiPoin4f49GRMsOdFmhTgi_0nR7BBAflopdnD3gtixujECWpxr9klAw"/>

</saml:SubjectConfirmation>

</saml:Subject>

<saml:Conditions NotBefore="2009-06-17T18:43:25.456Z"

NotOnOrAfter="2009-06-17T18:48:25.456Z">

<saml:AudienceRestriction>

<saml:Audience>https://saml.salesforce.com</saml:Audience>

</saml:AudienceRestriction>

</saml:Conditions>

<saml:AuthnStatement AuthnInstant="2009-06-17T18:43:25.456Z">

<saml:AuthnContext>

<saml:AuthnContextClassRef>urn:oasis:names:tc:SAML:2.0: ac:classes:unspecified

</saml:AuthnContextClassRef>

</saml:AuthnContext>

</saml:AuthnStatement>

</saml:Assertion>

</samlp:Response>

If your organization has multiple SAML configurations, the previous sample SAML assertion applies but note these differences in the

Recipient.

•

The trailing slash after login

is not required

121

Security & Authentication Configure Authentication Providers

•

The so

parameter is required and must specify the organization ID

The Recipient would look like this:

Recipient="https://acme.force.com/customers/

login?so=00DD0000000JsCM"

When logging out of a community, external users authorized using SAML for single sign-on are redirected to the

Identity Provider

Logout URL

, if one is set in the community’s SAML settings. To access the SAML settings, from Setup, enter

Single Sign-On

Settings

in the

Quick Find

box, then select Single Sign-On Settings.

SEE ALSO:

Example SAML Assertions

Best Practices for Implementing Single Sign-On

Single Sign-On with SAML on Force.com

Configure Authentication Providers

External users can log in using their credentials from Facebook

©

, Janrain

©

, or another Salesforce organization if you set up authentication providers on the Auth. Providers page in Setup and choose to display them on the community login page.

Note:

The following information assumes that you are familiar with the use of authentication providers for single sign-on.

If you’re using a custom Visualforce login page instead of the default login page, use the

Single Sign-On Initialization

URL

from an Auth. Provider detail page as the target URL of a custom login button. For example: https://login.salesforce.com/services/auth/sso/orgID/URLsuffix?community=https://acme.force.com/support

If you’re using Janrain as the authentication provider you can pass the following to the Janrain login widget that’s deployed on your site.

janrain.settings.tokenUrl='https://login.salesforce.com/services/authcallback/

orgID

/

URLsuffix

'

+'?flowtype=sso&community='+encodeURIComponent('https://acme.force.com/customers');

SEE ALSO:

About External Authentication Providers

Using Request Parameters with Client Configuration URLs

Customize Login, Logout, and Self-Registration Pages in Your Community

Configure Authentication Flows with OAuth

If your organization wants to build integrations between communities and custom-branded apps, such as mobile or desktop apps, you can use OAuth to create a branded login page.

The following information assumes that you’re familiar with OAuth protocols and authentication flows for remote access applications. Communities support all available authentication flows, except for the username-password OAuth authentication flow and the SAML assertion flow. When implementing branded OAuth flows for communities, you configure the authorize URL to use the community URL. The authentication flow then directs users to the application approval page.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

122

Security & Authentication Configure Authentication Flows with OAuth

Note: As a security measure, when administrators are logged in as another user, they can’t authorize OAuth data access for that user. For example, admins can’t authorize OAuth access to user accounts, including single sign-on to third-party applications.

For example, to authenticate a user using an authorize URL like the following: https://login.salesforce.com/services/oauth2/authorize?

response_type=token&client_id=your_app_id&redirect_uri=your_redirect_uri

Replace the login.salesforce.com

host name with the full path to the community URL: https://acme.force.com/customers/services/oauth2/authorize?

response_type=token&client_id=your_app_id&redirect_uri=your_redirect_uri

When implemented successfully, this URL directs users to the community login page. After they authorize the app, you then set a user access token and refresh token for future authentication. In requests for the token endpoint, replace the host with the community, like this: https://acme.force.com/customers/services/oauth2/token

Note:

After you acquire the access_token

you can pass it as a Bearer token in the Authorization header request. Following is an example of a REST API call to communities: https://acme.force.com/customers/services/data/v32.0/

-H "Authorization: Bearer

00D50000000IehZ\!AQcAQH0dMHZfz972Szmpkb58urFRkgeBGsxL_QJWwYMfAbUeeG7c1E6

LYUfiDUkWe6H34r1AAwOR8B8fLEz6n04NPGRrq0FM"

SEE ALSO:

Authenticating Apps with OAuth

Digging Deeper into OAuth 2.0 on Force.com

Using OAuth to Authorize External Applications

“Step Three: Connect to Chatter REST API Using OAuth” in the Chatter REST API Developer Guide

123

ENABLE ADDITIONAL FEATURES

Enable Integrations in Your Community

You can enable additional integrations, such as the community case feed, Chatter Questions, Question-to-Case, Ideas, and Salesforce

Knowledge, in your community to increase collaboration and optimize the network between your internal community members and your customers.

After you have implemented your community, consider integrating other Salesforce features to expand your reach.

•

Enable Chatter Questions in Your Community

•

Set Up Question-to-Case in Your Community

•

Set Up the Community Case Feed

•

Enable Chatter Answers in Your Community

•

Enable Ideas in Your Community

•

Enable Salesforce Knowledge in Your Community

•

Set Up Approvals for External Users in Your Community

•

Enable Leads for Partner Users

•

Set Up Report Management for External Users—Create and Edit Reports

Enable Chatter Questions in Your Community

Chatter Questions helps you promote community engagement by giving users the ability to ask and answer questions in their Chatter feed, in groups, and in records. Members in your users’ groups and communities can answer questions in Chatter just as they would comment on a Chatter post.

Users in communities built on the Customer Service (Napili) template can also attach files to questions.

To set up Chatter Questions in your community, simply add the Question action to the global publisher layout. In organizations created after Summer ‘14, the Question action is automatically added, but we recommend dragging it to the far left to increase its visibility.

Note: Chatter Questions is not available in communities built on the Koa and Kokua community templates.

EDITIONS

Available in: Salesforce

Classic

Chatter Questions is available in: Group,

Professional, Developer,

Performance, Enterprise, and Unlimited Editions.

USER PERMISSIONS

To edit the global publisher layout:

•

“Customize Application”

124

Enable Additional Features Set Up Question-to-Case in Your Community

1. From Setup, enter

Publisher Layouts

in the

Quick Find

box, then select Publisher Layouts.

2. Click Edit next to the global publisher layout.

3. Drag the Question action from the palette to the global publisher layout. If the Question action already appears in the layout, drag it to the location where you want it.

4. Click Save.

Note: If you're using a customized publisher layout in groups or on records, make sure that the Question action is added to those layouts as well.

Set Up Question-to-Case in Your Community

Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’ issues. Question-to-Case is available in all communities where

Chatter Questions is enabled.

Users with the “Moderate Chatter” user permission can create cases from questions directly in the feed. You can also set up processes—similar to workflow rules—in the Lightning Process Builder to automatically create cases from questions that meet specified criteria. Cases from questions are added to a queue so support agents can claim them.

EDITIONS

Available in: Salesforce

Classic

Available in: Group,

Professional, Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To set up Question-to-Case in communities:

•

“Customize Application”

125

Enable Additional Features Set Up Question-to-Case in Your Community

When agents find a solution, they can respond to questions directly from the case, and the customer sees the agent’s response on the question or in the My Cases view. Agents choose whether the reply is visible to the community, or only to the customer who asked the question.

To set up Question-to-Case:

1. Enable Question-to-Case in your communities.

a. From Setup, enter

Support Settings

in the

Quick Find

box, then select Support Settings.

b. Select Enable Question-to-Case in Communities.

c. Click Save.

2. Add the

Question from Chatter

field to the Case Detail view.

3. Add the Escalate to Case action to the Feed Item layout.

4. Customize the Escalate to Case action layout.

5. Perform optional customizations:

a. Set up a queue for cases created from questions.

b. Set up processes to automatically create cases from unresolved questions that meet specified criteria.

For details on steps 2 through 5, search for “Set Up Question-to-Case” in the Salesforce Help.

126

Enable Additional Features Set Up the Community Case Feed

Set Up the Community Case Feed

The community case feed lets community users and support agents see all case interactions in a unified feed. Also, agents can take more actions directly from the console. To set up the community case feed, enable it in your organization and make sure that the case page in your community is properly configured.

EDITIONS

Available in: Salesforce

Classic

Important:

Before setting up the community case feed, read Community Case Feed

Considerations

.

1. Enable the community case feed:

a. From Setup, enter

Support Settings

in the Quick Find box, then select Support

Settings.

b. Select Enable Community Case Feed.

c. Optionally, select Enable Email Notifications for Case Posts (recommended).

d. Click Save.

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To enable the community case feed:

•

“Customize Application”

•

Compact case feed enabled in your organization

2. If your community was built using Salesforce Tabs + Visualforce, make sure that your case page includes a Chatter feed.

3. If your community uses the Koa, Kokua, or Customer Service (Napili) template, confirm that your active case detail page supports the community case feed:

a.

In Community Builder, click .

b. Click Page Management.

c. Find Case Detail in the Name column, and make sure that the active page assigned to it is either Chatter Case Detail (the default) or Record Detail.

If you change the active case detail page, publish your change.

Important:

If the community case feed is enabled and you use Basic Case Detail as your active case detail page, external users only see case comments—not Chatter posts or emails—in their case feed. This gives external users far less visibility into their cases. To give users a full view of their case interactions, use Chatter Case Detail or Record Detail as your active case detail page.

Community Case Feed Considerations

Before setting up the community case feed, review this essential information.

If the community case feed is enabled:

•

Agents can use the Community action in the console case feed to answer community questions and create private and public Chatter posts on cases.

•

Agents can expose or hide published Chatter posts and emails in the case feed of external community users.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

127

Enable Additional Features Enable Chatter Answers in Your Community

•

External community users with access to a case see associated Chatter posts, questions, and emails in their case feed.

If email notifications for case posts are enabled:

•

When someone makes an externally visible post on a case, all case contacts are notified by email. They can comment on the post by replying to the email.

•

If you’re already using custom email notification settings, such as those triggered by workflows, selecting this preference can create duplicate email notifications.

•

In communities built on the Customer Service (Napili) template or Salesforce Tabs + Visualforce, you can turn off these notifications.

In your email notification settings, deselect Posts on one of my cases under “Email me when someone...”.

Enable Chatter Answers in Your Community

Chatter Answers is a self-service support community where users can post questions and receive answers and comments from other users or your support agents.

To set up Chatter Answers in Salesforce Communities, follow these high-level steps:

1. Enable Chatter Answers.

a. From Setup, enter

Chatter Answers Settings

in the

Quick Find

box, then select Chatter Answers Settings.

b. Select Enable Chatter Answers.

2. Ensure that your community members have access to the following objects within your organization:

•

Questions

•

Knowledge Articles

•

Data Categories

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To enable Chatter Answers in Salesforce Communities:

•

“Customize Application”

3. Create a zone for Chatter Answers.

a. Enable the zone for Chatter Answers.

b. Set the

Visible In

setting to the community that you want the zone shown in.

c. As a best practice, select a public group from your organization to designate as a Customer Support Agents Group.

4. Add the Q&A tab to your community.

a. From Setup, enter

All Communities

in the Quick Find box, then select All Communities and click the Manage link next to a community.

b. Click AdministrationTabs.

c. Add the Q&A tab to the Selected Tabs list.

d. Click Save.

e. Click Close.

5. Make the Q&A tab visible on profiles that need access to it.

a. From Setup, enter

Profiles

in the

Quick Find

box, then select Profiles.

b. Click Edit for the profile that you want to make the Q&A tab visible for.

c. Under Standard Tab Settings, set the

Q&A

tab to Default On.

128

Enable Additional Features Enable Ideas in Your Community

d. Click Save.

After you have enabled Chatter Answers in your community, consider the following extra deployment options:

•

A public-facing Force.com site with or without a portal.

•

A Visualforce tab, which provides branding, a customized landing page, and custom access to Chatter Answers within your community.

If a user self-registers for a community with Chatter Answers enabled, the Chatter Answers User permission is not automatically set for the user. Set permissions for Chatter Answers on the community user.

Enable Ideas in Your Community

Ideas enable a group of users to post, vote for, and comment on ideas. Enabling Ideas in a community provides an online, transparent way for you to attract, manage, and showcase innovation.

To manage organization-wide settings for Ideas, follow these high-level steps:

1. From Setup, enter

Ideas Settings

in the

Quick Find

box, then select Ideas Settings

a. To enable Ideas for your organization, select the

Enable Ideas

checkbox.

b. Optionally, select

Enable Text-Formatting, Images and Links

to enable the Ideas HTML editor, which gives users WYSIWYG HTML editing and image referencing capabilities when they post or comment on ideas.

Once you enable the HTML editor, you can’t disable it.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

c. Ensure that the multi-select

Categories

field is enabled by clicking the Enable button located below the Categories message at the top of the page. This button is not displayed if your organization already has the

Categories

field enabled.

To customize Ideas settings:

•

“Customize Application”

d. To let Ideas members associate more than one category with an idea, select

Enable Categories

. Once you enable multi-select categories, you can’t disable it.

e. To let users earn points and ratings based on their activity in each zone, select

Enable Reputations

.

f. In the

Half-Life (in Days)

field, enter the number of days.

The half-life setting determines how quickly old ideas drop in ranking on the Popular Ideas subtab, to make room for ideas with more recent votes. A shorter half-life moves older ideas down the page faster than a longer half-life.

2. Define and customize fields for Ideas:

a. Define picklist values for the

Categories

and

Status

fields.

Make sure that you add the categories and statuses to the zones you’ll be including in the community.

b. Set field-level security for standard and custom fields.

c. Create custom fields and set validation rules on them.

Custom fields appear in the Additional Information section on the Post Idea and Idea Detail pages.

d. Optionally, add the

Attachment

field to the layout and set field-level security to enable users to add files to their ideas.

3. To enable experts within your zones, create a public group that includes these users.

4. Optionally, enable Idea Themes in your organization.

5. Create one or more zones to organize ideas into logical groups, and associate the zones with the community.

6. Customize your Ideas page layouts to display the information you want to see.

129

Enable Additional Features

7. Create validation rules that prevent offensive language from being used in the zone

8. Set up Apex triggers and validation rules for comments on ideas.

9. Enable user profiles for community members and moderators and ensure the profiles can access Ideas.

10. Add the Ideas tab and the Idea Themes tab to the community.

Enable Ideas in Your Community

130

Enable Additional Features Enable Salesforce Knowledge in Your Community

Enable Salesforce Knowledge in Your Community

Enable Salesforce Knowledge to let community users view Knowledge articles.

You can use Communities to access your knowledge base articles if your Salesforce organization has a Salesforce Knowledge license. Once Salesforce Knowledge is enabled, complete the following steps to view articles in your communities.

1. Update profiles:

•

Clone the Customer Community User, Customer Community Plus User, or Partner

Community User profiles and enable the “Read” permission for article types you want to share with community users.

•

Verify that the tab visibility for the Articles (or Knowledge) tab is Default On.

•

Remember to click Edit Profiles, at the bottom of the detail page, and activate the new profile.

2. Add the Knowledge tab to each community.

Note: Community members without the Knowledge One permission cannot access

Knowledge through Communities. They also can’t access Knowledge in communities via the Salesforce1 mobile browser and downloadable apps.

3. If you want your community users to have different category group visibility settings, change the visibility settings by permission set, profile, or role. For example, you can prohibit users with the Customer Community User profile from seeing articles in a certain category group by changing the data category visibility for that profile.

4. Notify users who create articles that they must select Customer for users with Customer

Community or Customer Community Plus licenses, or Partner for users with Partner Community licenses, as a channel option when creating or modifying an article. If the appropriate channel is not selected, the article is not published in the community.

EDITIONS

Available in: Salesforce

Classic

Communities is available in:

Enterprise, Performance,

Unlimited, and Developer

Editions.

Salesforce Knowledge is available in Performance and Developer Editions and in Unlimited Edition with the

Service Cloud.

Salesforce Knowledge is available for an additional cost in Enterprise and

Unlimited Edition.

USER PERMISSIONS

To create, customize, or activate a community:

•

“Create and Set Up

Communities”

AND is a member of the community they’re trying to update

To set up Salesforce

Knowledge, create article types and article actions, and modify category groups assignments:

•

“Customize Application”

AND

“Manage Salesforce

Knowledge”

To assign user licenses:

•

“Manage Internal Users”

To create data categories:

•

“Manage Data

Categories”

131

Enable Additional Features Set Up Approvals for External Users in Your Community

Set Up Approvals for External Users in Your Community

Customer and partner users in your community can be assigned as approvers on records or added directly to queues. They can see and take action through the My Approvals and Approval History related lists on the record. Approvals can also be triggered directly from the Chatter feed.

An approval process automates how records are approved in Salesforce. An approval process specifies each step of approval, including who to request approval from and what to do at each point of the process.

Note:

•

Users with high-volume licenses, such as High Volume Customer Portal and Authenticated

Website, can’t approve records.

•

External users with legacy portal licenses can approve records in communities, but not in portals.

When setting up approvals or queues, use the lookup fields to find customer and partner users.

For example, when setting up an approval, if you want to automatically assign a customer user as an approver use the lookup list to find and specify the user.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create, edit, delete, or clone approval processes:

•

“Customize Application”

To create or change queues:

•

“Customize Application”

AND

“Manage Public List

Views”

If you set up email notifications for your approval workflows, emails are sent based on community membership. If the user is a member of multiple active communities, the email comes from the oldest active community. Any links included in the email point users directly to the approval within the community.

In Salesforce1, users can see and take action from the Approval History related list, but they can’t submit requests for approval. To submit requests for approvals, the user must do so from the full Salesforce site.

132

Enable Additional Features Enable Leads for Partner Users

Enable Leads for Partner Users

Enable leads for partner users so that they have access to and can create leads in your communities.

When you enable leads for partner users in your community, you can assign leads to those members.

Additionally, partner users can edit leads, create leads, import leads, and also mass update leads in a list view.

1. In Community Management, click AdministrationTabs, and add the Leads tab to the list of available tabs in your community.

2. In Setup, set tab visibility and object permissions. You can either set them on the profile or using a permission set. We recommend using a permission set if you plan to apply these permissions selectively.

a. If using a permission set, use the following settings for leads:

•

In the Tab Settings, select Available and Visible.

•

In the Object Settings, select “Read,” “Create,” and “Edit.”

b. If using a profile, such as the Partner User profile, set the leads tab setting to

Default

On

and enable the “Read,” “Create,” and “Edit” object permissions for leads.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To enable leads for partner users:

•

“Manage Profiles and

Permission Sets”

3. Optionally, you can assign extra permissions that enable advanced features for your partners. If you plan to apply these permissions to only some of your partner users, we recommend creating separate permissions sets.

Note: Partner users with legacy portal licenses can use these advanced features in communities, but not in portals.

Feature Partner User Permission Needed

To import leads using the Import Leads link on the Leads tab in your community.

If your partner user is importing leads, it might also make sense to allow them to import accounts and contacts using the Import My Organization’s Accounts & Contacts link on the Accounts and Contacts tabs in your community.

“Import Leads”

AND

Optionally, “Import Personal Contacts”

To change the status of multiple leads via the Change Status button.

To change the owner of multiple leads via the Change Owner button.

“Manage Leads”

“Transfer Leads”

133

Enable Additional Features Set Up Report Management for External Users—Create and

Edit Reports

Set Up Report Management for External Users—Create and Edit Reports

Community partner and customer users can create and edit reports in their own personal folder or in a privately shared folder if they have sufficient permissions. You can grant partner and customer users permissions to create and edit reports through their profiles or by using permission sets. After you grant the required permissions, they can use the drag-and-drop Report Builder tool.

Important: If your organization existed before the Summer ’13 release, you must first turn on enhanced sharing for reports and dashboards before granting external users permissions.

See Analytics Folder Sharing .

To create, customize, and delete reports, external users must use the Report Builder tool.

Data visibility is based on two main things: the user role the partner or customer belongs to and your organization’s sharing rules. Your organization’s field-level security is respected, meaning that if a field is not visible for external users, a partner or customer user won’t see it in Report Builder.

1. To allow external users to create and edit reports, turn on the “Create and Customize Reports,”

“Report Builder,” and “Edit My Reports” permissions through custom profiles or permission sets.

If you want external users to export report data, also assign them “Export Reports” permission.

In Setup, enter

Permission Sets

in the

Quick Find

box, then select Permission

Sets or Profiles. Assign the following permissions:

External User Permissions Needed to Create and Edit Reports

To create, customize, and delete reports in a personal folder:

“Create and Customize Reports”

AND

“Report Builder”

To create, customize and delete their own reports in a privately shared folder with Viewer access:

“Edit My Reports”

AND

“Report Builder”

To export report data: “Export Reports”

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

USER PERMISSIONS

To create permission sets or enable custom permissions in profiles:

•

“Manage Profiles and

Permission Sets”

To assign a permission set to a user:

•

“Assign Permission Sets”

To share a report folder with external users:

•

“Manager” folder access or “Manage Reports in

Public Folders”

You can give permission to create and edit reports to all role-based external users with licenses such as Customer Community Plus and Partner Community. You can also give permission to all legacy role-based portal licenses such as Customer Portal and Gold

Partner.

Note:

•

These permissions aren’t available to high-volume user licenses, such as Customer Community, High Volume Customer

Portal, Service Cloud Portal, and Authenticated Website.

•

External users with legacy portal licenses can create and edit reports in communities, but not in portals.

2. If you want your external users to create or edit reports in a privately shared folder, grant them “Viewer” access on the folder.

On the Reports tab in the Folders view, click next to the folder you want to share, then select Share.

Note:

Partner and customer users can’t create, edit, or view reports in the Unfiled Public Reports folder.

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Enable Additional Features Set Up Report Management for External Users—Create and

Edit Reports

Depending on what objects, fields, and categories your external users have access to, they might see custom report types in the UI when creating a report. Custom report types are visible if a user has read access on any fields or objects included in the custom report type.

135

EDUCATE YOUR USERS ABOUT COMMUNITIES

Share Personal Contact Information Within Communities

Users can specify which information from their profile is visible to external users, such as customers and partners, and guests viewing publicly accessible pages that don’t require login.

When interacting with other community members, it’s important to balance being visible and accessible with protecting your personal contact information. You may not want to show your job title, phone numbers, and other contact details outside of your internal organization. Your customers and partners may not want other customers and partners viewing all their contact information.

Use either the user interface or API to control visibility. You can choose to expose fields to employees only, members of the community from outside your company, or guest users who aren’t required to log in. Some fields are always visible to everyone accessing the community. Some fields allow up to three levels of visibility, while others allow fewer.

•

Employees—Only members from the internal organization can view.

•

External—Members from the internal organization and external members, such as customers and partners, can view. External users are users with Community, Customer Portal, or partner portal licenses.

•

Public—Anyone can view, including guest users viewing publicly accessible pages that don’t require login. Guest users can access public pages in communities via the Guest User license associated with each site or community.

In the API, setting a field to true

on the User object makes it visible to the type of user indicated in the field name (external or guest users).

Consider these tips about the visibility of your contact information.

•

Your chosen settings apply to every community you’re a member of.

•

When a user is restricted from viewing a contact information field, there are differences in what’s displayed in the user interface versus the API.

–

In the user interface, the restricted field is hidden from your profile everywhere that it usually displays in a community. If your organization displays your profile information on custom Visualforce pages, the field still displays, but with the value

#N/A

.

–

In the API, a field set to false

returns the value

#N/A

.

•

Information in hidden fields on a profile is not searchable by other partners and customers in the community, but is searchable by users in the company’s internal organization.

Default Visibility Settings for Contact Information

This table summarizes the default visibility settings for contact information and your options for restricting visibility.

Contact

Information

First Name

Last Name

Nickname

Default

Visibility

Where to Set in

User Interface

Options for

Restricting

Visibility

Public

API Controls on User Object

Go to

Your

Name

> Edit

Contact Info, then click About

Everyone see these fields unless your administrator

N/A

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Educate Your Users About Communities

Contact

Information

About Me

Title

Profile photo

City

Country

Email

Fax

Mobile Phone

State

Street Address

Work Phone

Zip/Postal Code

Default

Visibility

Where to Set in

User Interface

Options for

Restricting

Visibility

enables nickname display or creates a custom page that displays this information. If your administrator has enabled nickname display, your nickname displays in place of your first and last names in most locations.

API Controls on User Object

External Go to

Your

Name

> Edit

Contact Info, then click About

Employees, external, or public

UserPreferencesShowTitleToExternalUsers

UserPreferencesShowTitleToGuestUsers

Note: When the guest user preference is set to true

, the job title field is visible to external members even if the external member preference is set to false

.

External.

Users without

On your profile page, click Update under your photo access see the

(or Add Photo if you haven’t added stock a photo yet), then photo.

select

Show in communities with publicly accessible pages

External or public

UserPreferencesShowProfilePicToGuestUsers

Employees Go to

Your

Name

> Edit

Contact Info, then click Contact

Employees, external, or public

Note: For each pair of preferences controlling the visibility of a field, when the guest user preference is set to true

, the field is visible to external members even if the external member preference is set to false

.

UserPreferencesShowCityToExternalUsers

UserPreferencesShowCityToGuestUsers

UserPreferencesShowCountryToExternalUsers

UserPreferencesShowCountryToGuestUsers

UserPreferencesShowEmailToExternalUsers

UserPreferencesShowEmailToGuestUsers

137

Share Personal Contact Information Within Communities

Educate Your Users About Communities Navigate to Your Communities

Contact

Information

Default

Visibility

Where to Set in

User Interface

Options for

Restricting

Visibility

API Controls on User Object

UserPreferencesShowFaxToExternalUsers

UserPreferencesShowFaxToGuestUsers

UserPreferencesShowManagerToExternalUsers

UserPreferencesShowManagerToGuestUsers

UserPreferencesShowMobilePhoneToExternalUsers

UserPreferencesShowMobilePhoneToGuestUsers

UserPreferencesShowPostalCodeToExternalUsers

UserPreferencesShowPostalCodeToGuestUsers

UserPreferencesShowStateToExternalUsers

UserPreferencesShowStateToGuestUsers

UserPreferencesShowStreetAddressToExternalUsers

UserPreferencesShowStreetAddressToGuestUsers

UserPreferencesShowWorkPhoneToExternalUsers

UserPreferencesShowWorkPhoneToGuestUsers

Navigate to Your Communities

You can easily switch between working in your internal organization and collaborating with customers or partners in communities. The global header is not available by default, the administrator for your organization must enable it for community members.

Note: Organizations who enabled Communities before Winter ‘14 see the new global header by default when they turn on Communities.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

The menu on the left side lets you switch between communities and your internal organization.

•

To access communities from within your organization, click next to

Organization Name

in the drop-down and select the community you want to switch to. The drop-down shows

Active communities that you’re a member of. If you have the “Create and Set Up Communities” permission, you also see

Preview communities that you’re a member of.

•

To return to your internal organization, click next to

Community Name

in the drop-down and select your organization name.

Internal users who aren’t members of any community only see the company name. External users see the drop-down menu only if they belong to more than one active community.

138

Educate Your Users About Communities Search Behavior in Communities

Note: If an external user who is only a member of one

Active community is given the URL for a

Preview community, they don’t see the drop-down menu in the

Preview community.

You can work in more than one community at a time if you open each one in a different browser tab.

Switching between your internal organization and your communities doesn’t have to disrupt your workflow. We automatically return you to the page where you were last working, so you can pick up right where you left off.

Note: If your organization is setting up My Domain but hasn’t finished deployment of the new custom domain, switching from a community to your internal organization directs you to the Salesforce login page instead. This can happen when you’ve logged in using a My Domain URL that has been registered but not yet deployed. Once your domain is deployed, selecting your organization in the drop-down directs you to the internal organization as expected.

The

Your Name

menu on the right side contains links to edit contact information and log out. For internal users, it also contains a link to Help & Training and may also contain links to Setup and other tools depending on user permissions and enabled features. If your organization is using Lightning Experience, users with the appropriate permission can switch between Salesforce Classic and the new interface using the Switcher. Look for the

Switch to Lightning Experience

link in the

Your Name

menu. Communities aren’t supported in Lightning Experience, so to create, manage, or access communities from the global header, you’ll have to switch back to Salesforce Classic.

Search Behavior in Communities

Search capabilities in communities can make or break a member’s experience. Search in communities is different depending on whether your community is using a Community Builder-based template or a Salesforce Tabs + Visualforce template. In general, searches within a community return results specific to that community.

EDITIONS

Available in: Salesforce

Classic

Note: To be searchable in communities, objects must be searchable in Lightning Experience and supported in community templates.

For all communities:

Search behavior in communities is different from searches in the internal org:

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

•

In general, searches within a community return matches from within the community. To find items from a different community, members must leave the current community and search from within the other community.

•

In community search results, members can see what they have access to through their profiles and permission sets. In addition, they can also view data that is explicitly shared with them in the community context. This can include internal company content and records not explicitly shared with the rest of the community. For example, if the user’s profile allows access to accounts, but the accounts tab isn’t exposed in the community, the member can still view account data in their search results.

•

For user searches performed by external users of a community, global search and enhanced lookup search (with the All Fields option selected) query the following limited set of fields:

–

Name

–

Username

–

User ID

–

Body

–

Email

–

Phone

–

Custom fields

For example, say an external community member searches for a user, John Doe, by his alias

jdoe

. If that term isn’t contained in any of the searchable fields in the user object, John Doe’s record isn’t included in search results.

139

Educate Your Users About Communities Reset An External User's Password for Communities

•

Search results include all the records and files that a community member has access to. This includes records not explicitly exposed in the community or records and files they have access to in the internal Salesforce organization. In file searches, users can see:

–

Files they own

–

Files shared with them directly

–

Files they have access to in a library

–

Files that are posted to a record they have access to

–

Files that are posted to groups or shared with that community

•

The admin must enable search result filters for an object in the internal org for it to be searchable in a community. To make custom objects searchable, the object must be associated to a tab in the internal org.

For communities using the Koa and Kokua templates:

•

The Featured Search component lets community members search for articles within a specific data category.

•

The Article List component shows the search results based on the search term entered in Featured Search.

For communities using the Customer Service (Napili) template:

•

The Search Publisher component lets community members enter search terms in the community.

•

The Search Results component shows a list of search results limited to articles and discussions.

Note: Only articles that have a topic associated to them in Community Management populate in the Search Results component.

•

The Global Search Results component lets members see search results in one tab (All), or in separate tabs for cases, accounts, contacts, and any other object exposed in the community (including custom objects) to which they have access.

Note: Admins must associate a tab to a custom object to make it searchable in global search.

For communities using Salesforce Tabs + Visualforce:

•

If Chatter is enabled in your org, global search and contextual feed search are enabled by default in all communities.

–

With global search, members can search for records, files, people, groups, topics, and feed posts and comments.

–

Feed search ( ) is helpful when members want to look for information in a specific feed context. Groups, user profiles, records, and the community feed support feed search.

•

If Chatter isn’t enabled, sidebar search is enabled in all communities.

–

Sidebar search doesn’t support searches for items specific to Chatter, such as feeds, groups, files, topics, and user profiles.

Reset An External User's Password for Communities

An external user’s password can be reset either by the user or by the administrator of the organization hosting the community.

In either case, when someone initiates a reset of an external user’s password, an email is sent to the user with a link to reset their password.

User-initiated password reset links expire in 24 hours. Administrator-initiated password reset links don’t expire. When the user clicks the link, they will be required to reset their password before proceeding.

If a user-initiated password reset request can’t be processed, they receive an email telling them why. Password reset requests fail if a user’s account is temporarily or permanently locked due to too many unsuccessful login attempts or if the request was sent outside approved login hours, IP ranges, or network locations.

140

APPENDICES

Who Can See What in Communities

Communities contain various types of users who require varying levels of access. What users see depends on their user type and which tabs the administrator selects when creating the community.

The behavior outlined below also doesn’t take into account updates to your sharing model or user sharing.

Administer communities in

Salesforce

Global Header

Administrator or

Salesforce user with “Create and

Set Up

Communities” permission

Salesforce

Community

Member (all

Salesforce licenses including Chatter

Free and Chatter

Only)

External

Community

Member (Customer

Portal, Partner

Portal, Partner

Community, or

Customer

Community license)

Not available Can create, customize tabs and branding, add or remove members, and activate or deactivate a community. User must also have the

“Customize

Application” permission to create or customize communities.

Not available

The drop-down in the global header shows a list of communities the user created or has access to. Also links back to their internal organization.

Can access setup for all communities regardless of status.

Can see communities in

Preview

status.

The drop-down in the global header shows a list of communities the user created or has access to. Also links back to their internal organization.

Can’t access communities in

Inactive

status.

Can see communities in

Preview

status if a link is provided.

The drop-down in the global header shows a list of communities the user has access to.

Can’t access communities in

Inactive

status.

Can see communities in

Preview

status if a link is provided.

EDITIONS

Available in: Salesforce

Classic

Available in: Enterprise,

Performance, Unlimited, and Developer Editions

141

Appendices Who Can See What in Communities

Your Name

menu in Global

Header

Administrator or Salesforce user with “Create and Set

Up Communities” permission

Salesforce Community

Member (all Salesforce licenses including Chatter

Free and Chatter Only)

External Community

Member (Customer Portal,

Partner Portal, Partner

Community, or Customer

Community license)

Same as in internal organization.

Same as in internal organization.

Chatter Free users see a My

Settings menu, an Edit Contact

Info menu, and a Logout link. For

Chatter Free users, the My

Settings menu opens an overlay where they can update location settings, security settings, email settings, and approved connections. These settings apply across the internal organization and all communities that users have access to. This overlay is different from the My Settings page that other internal users see if the organization has enabled the improved Setup user interface.

Can see a My Settings menu, an

Edit Contact Info menu, and a

Logout link. For external users, the My Settings menu opens an overlay where they can update location settings, security settings, email settings, and approved connections. These settings apply across all communities that users have access to. This overlay is different from the My Settings page that other internal users see if the organization has enabled the improved Setup user interface.

Community Management

menu in Global Header

Admins or users with “Manage

Communities” can see the menu and use it to preview the community or access community settings in

Community Builder, Site.com

Studio, and Force.com. Note that the Community Builder option doesn’t appear for communities created using the Salesforce

Tabs + Visualforce template.

This menu only appears within

Community Management.

Users with “Manage

Communities” can see the menu and use it to preview the community or access

Community Builder, Site.com

Studio, and Force.com.Note that the Community Builder option doesn’t appear for communities created using the Salesforce

Tabs + Visualforce template.

This menu only appears within

Community Management.

Not available

Salesforce Online Help

People

Profiles and people hovers

Can see Salesforce Online Help.

Standard Salesforce user sees

Salesforce Online Help. Chatter

Free user sees Chatter help.

Not available

Can see everyone else in the community and vice versa.

Can see all contact information fields (such as Title, Work Phone, and Email) on all community members’ profiles. In people hovers, user always sees members’ Title, Work Phone, and Mobile Phone fields.

Can see all members’ First Name,

Last Name, and Nickname fields and profile photos, but can only see additional contact information fields that members

142

Appendices Who Can See What in Communities

Administrator or Salesforce user with “Create and Set

Up Communities” permission

Salesforce Community

Member (all Salesforce licenses including Chatter

Free and Chatter Only)

Records (such as accounts, leads, opportunities)

Can see records they have access to (based on sharing rules) across all communities and their internal organization.

Standard Salesforce user sees records they have access to

(based on sharing rules) across all communities and their internal organization. Chatter

Free user doesn’t have access to records.

Can see records they have access to (based on sharing rules and permissions) across all communities.

Dashboards and Reports

External Community

Member (Customer Portal,

Partner Portal, Partner

Community, or Customer

Community license)

have chosen to show to external users. By default, Title is shown while all other fields are not. In people hovers, user sees Title,

Work Phone, and Mobile Phone fields only if the member has chosen to show them.

Salesforce Knowledge Articles

Can view and create dashboards and reports Role-based external users can create and edit reports in communities, but not in portals.

However, there are some exceptions. For more information, see

Set Up Report

Management for External

Users—Create and Edit Reports .

All role-based external users can refresh dashboards.

Salesforce Knowledge User

License,

Read

permission on the article type, and visibility on the category.

Salesforce Knowledge User

License,

Read

permission on the article type, and visibility on the article’s category.

Visibility on the article’s category.

Chatter Visibility

Groups

Salesforce Administrator Salesforce Community

Member (all Salesforce licenses including Chatter

Free and Chatter Only)

Within a community, user can see all groups for that community and join them, but

Within a community, user can see all groups for that community and join them, but

External Community

Member (Customer Portal,

Partner Portal, Partner

Community, or Customer

Community license)

Within a community, user can see all groups in the community and join them, but can’t see

143

Appendices

Files

Profiles

Recommendations

Activity and Influence

Email Notifications

Who Can See What in Communities

Salesforce Administrator Salesforce Community

Member (all Salesforce licenses including Chatter

Free and Chatter Only)

External Community

Member (Customer Portal,

Partner Portal, Partner

Community, or Customer

Community license)

can’t see groups from other communities they belong to or their internal organization.

can’t see groups from other communities they belong to or their internal organization.

Can create new groups. In groups user is a member of, can post, comment, post files or links, or share someone else’s post.

Can create new groups. In groups user is a member of, can post, comment, post files or links, or share someone else’s post.

Administrators can also control whether users in the organization and external users can create new groups through the “Create and Own New

Chatter Groups” user permission.

groups from other communities they’re a member of.

Can create new groups. In groups user is a member of, can post, comment, post files or links, or share someone else’s post.

Regardless of the current community, users see files they own, that are shared with them directly, that they have access to in a library, or that are posted to a record they have access to.

Files posted to groups and shared with an entire community can only be viewed in that community.

Regardless of the current community, users see files they own, that are shared with them directly, or that they have access to in a library. Portal users see files posted to records they have access to, unless the record post was marked “Internal Only”.

Can see profiles for all members in the current community.

Can see profiles for all members in the current community.

Cannot see profiles of users in the internal organization.

Profile visibility enforces user sharing.

User gets people, group, file, and record recommendations for the current community only.

Can see activity statistics and influence for the current community.

All activity on records, such as posts and comments, is counted in the user’s internal organization and not in the community where the activity occurred.

Can see activity statistics and influence for the current community.

All activity on records, such as posts and comments, is not counted in the user’s activity statistics and influence.

Email notification preferences are set by community. Within a

Email notification preferences are set by community. Within a

Email notification preferences are set by community. Within a

144

Appendices

Topics

Favorites

Chatter Messages

Who Can See What in Communities

Salesforce Administrator Salesforce Community

Member (all Salesforce licenses including Chatter

Free and Chatter Only)

External Community

Member (Customer Portal,

Partner Portal, Partner

Community, or Customer

Community license)

community, users can control their Chatter email notifications in their personal settings.

Can control email notifications for their internal organization from their personal settings.

(Enter

Chatter

in the

Quick Find

box, then select

Email Notifications.) community, standard Salesforce user can control their Chatter email notifications in their personal settings.

Can control email notifications for their internal organization from their personal settings.

(Enter

Chatter

in the

Quick Find

box, then select

Email Notifications.)

Within a community, all users can control group email notifications on each group’s page.

Chatter Free user can control

Chatter emails for their communities under

Your

Name

> My Settings > Email

Settings. The chosen settings apply to the current community.

Chatter personal email digests are not supported in

Communities. Group digests are supported, but the option to receive email notifications for every post is disabled when groups exceed 10,000 members.

All members who had this option selected are automatically switched to daily digests.

Within a community, all users can control group email notifications on each group’s page.

Chatter personal email digests are not supported in

Communities. Group digests are supported, but the option to receive email notifications for every post is disabled when groups exceed 10,000 members.

All members who had this option selected are automatically switched to daily digests.

community, external users can control their Chatter email notifications under

Your

Name

> My Settings > Email

Settings. Portal users can also control group email notifications on each group’s page.

Chatter personal email digests are not supported in

Communities. Group digests are supported, but the option to receive email notifications for every post is disabled when groups exceed 10,000 members.

All members who had this option selected are automatically switched to daily digests.

Can see hashtag topics and Chatter topics, including topics in feeds, the topics list, topic detail pages,

Trending Topics, and Recently Talked About topics for the current community only.

Can add search, topic, and list view favorites in the current community.

Can add only topic favorites in the current community.

In their list of Chatter messages, can see private messages they have sent or received in their

In their list of Chatter messages, can see private messages they have sent or received in their

In the user’s list of Chatter messages, can see all messages they have sent or received in any community they’re a member of.

145

Appendices Who Can See What in Communities

Messenger (Chat)

Salesforce Administrator Salesforce Community

Member (all Salesforce licenses including Chatter

Free and Chatter Only)

External Community

Member (Customer Portal,

Partner Portal, Partner

Community, or Customer

Community license)

internal organization and any communities they’re a member of.

internal organization and any communities they’re a member of.

Can send a Chatter message to a member of a common community, but must initiate the message within the community that the target user is a member of.

Administrators with “Manage

Chatter Messages” and “API

Enabled” permissions can delete messages.

The API allows users to send

Chatter messages across communities.

Can send a Chatter message to a member of a common community, but must initiate the message within the community that the target user is a member of.

Can send a Chatter message to a member of a common community, but must initiate the message within the community that the target user is a member of.

Chatter messages are accessed through the Chatter tab, which may be disabled for external community members.

Administrators should ensure that the Chatter tab is enabled if using Chatter messages in communities.

Messenger is not available with Communities.

Feeds Visibility

The following table shows what each kind of user can do or see in Chatter Feeds within a community.

Post on a record

Bookmark a post

Mention someone

Share a post (repost)

Add topics to a post

Salesforce Administrator Salesforce Community

Member

External Community

Member (Customer Portal,

Partner Portal, Partner

Community, or Customer

Community license)

Can post on any records within the community.

Can post on any records within the community to which the user has access.

Can post on any records within the community to which the user has access.

Can bookmark posts within the current community. The Bookmarked feed only contains posts from the current community.

Can mention people specific to the current community. User can’t mention an external user on an internal post.

Can mention people specific to the current community.

Can share a post only in the current community.

Can add hashtag topics and Chatter topics to any posts within the current community. Topics are specific to the current community and can’t be accessed from another community.

146

Appendices Who Can See What in Communities

Search Visibility

Search behavior in communities

varies slightly from the search in the internal organization. Search results respect sharing rules for all items by default. The following table describes what each type of user in a community can see in search results.

Search Results For

People

Users

Administrator Salesforce Community

Member

External Community

Member (Customer

Portal, Partner Portal,

Partner Community, or

Customer Community license)

People specific to the current community.

•

Information in hidden fields on a profile is not searchable by other partners and customers in the community, but is searchable by users in the company’s internal organization.

•

Portal users can’t search for users in the community when sidebar search is enabled.

•

When external community members search for users, global search and enhanced user lookups (with the All Fields option selected) query the following limited set of fields on user records:

–

Name

–

Username

–

User ID

–

Body

–

Email

–

Phone

–

Custom fields

Groups

Files

Groups specific to the current community.

Visibility in the current community: Visibility in the current community:

•

Owned files

•

•

Files shared with the user in a public or private group

Files shared with the entire community

Visibility in any community:

•

Files posted on accessible records and record feeds

•

Salesforce CRM Content library files that the user has access to

•

Owned files

•

Files shared with the user in a public or private group

•

Files shared with the entire community

Visibility in any community:

Files owned by a user are always visible in search results for that user, regardless of how they were uploaded.

•

Files posted on accessible records and record feeds

(unless the file posted on the record is marked

“Internal Only”)

•

Salesforce CRM Content library files that the user has access to

147

Appendices Who Can See What in Communities

Search Results For

Topics

Feeds

Administrator Salesforce Community

Member

External Community

Member (Customer

Portal, Partner Portal,

Partner Community, or

Customer Community license)

Files owned by a user are always visible in search results for that user, regardless of how they were uploaded.

Topics specific to the current community.

Feed posts and comments from within the community where the search is performed.

Global search returns information from all feed contexts. Contextual feed search ( ) returns information from within the context where the search is performed, such as from the feed on a user’s profile, a record, or a group. To find information in a different community feed, users must search from within that community.

Search Auto-Complete

Records (accounts, contacts, leads, and so on)

User lookups on records

Recently accessed items specific to the current community.

Full visibility for all items across all communities and in the internal organization.

Visibility for all items the user has access to through their user profile or permission sets across all communities and in the internal organization.

Visibility for all items the user has access to through their user profile or permission sets across all communities.

All users across all communities and in the internal organization.

Users who are members of all communities that the user is also a member of, and other external users associated with the same external account.

Users with partner portal licenses also see the owner of the portal account.

The Recently Viewed Users list in the lookup shows all users that they have access to via their license, profile settings, permission sets, and sharing rules. If user sharing is enabled in your organization, this behavior varies depending on how it’s configured.

For external community members, enhanced user

lookups search within a limited

148

Appendices Communities Limits

Search Results For

Lookup searches on records

Lookup searches in Community

Management

Salesforce Knowledge Articles

Administrator Salesforce Community

Member

External Community

Member (Customer

Portal, Partner Portal,

Partner Community, or

Customer Community license)

set of fields when the All

Fields option is selected.

Full visibility for all items across all communities and your internal organization.

Visibility for all items the user has access to through their user profile or permission sets across all communities and your internal organization.

Visibility for all items the user has access to through their user profile or permission sets across all communities.

Lookups in Community

Management initially return the items you most recently viewed from within the community. If an object you’re looking for isn’t in the Recently Viewed Documents list, try typing all or part of the object name and searching again.

No No

Salesforce Knowledge User

License,

Read

permission on the article type, and visibility on the category.

Salesforce Knowledge User

License,

Read

permission on the article type, and visibility on the article’s category.

Visibility on the article’s category.

Communities Limits

Maximum Number of Communities Limit

You can have up to 50 communities in your Salesforce org. Active, inactive, and preview communities, including Force.com sites, count against this limit.

To see this limit in your org, from Setup enter

Communities

in the

Quick Find

box, then select All Communities. The

Maximum number of communities

field displays 50.

Communities Usage Limits

Communities usage is governed by daily, monthly, and yearly limits. Understanding these limits is important to the success of your communities. Salesforce provides tools to help you monitor communities usage so that you can avoid exceeding these limits, or purchasing overages when needed.

149

Appendices Communities Usage Limits

Edition

Developer Edition

Enterprise Edition

Unlimited Edition

Performance Edition

Bandwidth Limit (per rolling

24-hour period per community)

Service Request Time (per rolling

24-hour period per site)

Maximum Page

Views

500 MB 10 minutes N/A

1 GB for sandbox

40 GB for production

30 minutes for sandbox

60 hours for production

500,000

1 GB for sandbox

40 GB for production

30 minutes for sandbox

60 hours for production

1,000,000

Bandwidth

The number of megabytes served and received from both the community’s origin server and the cache server. The origin server refers to the Web server that hosts your community site. The cache server refers to the CDN server that serves your cache community site pages.“Rolling 24-hour period” refers to the 24 hours immediately preceding the current time.

Service Request Time

The total server time in minutes required to generate pages for the community.

“Rolling 24-hour period” refers to the 24 hours immediately preceding the current time.

Page View

A request from a non-authenticated community user to load a page associated with your community. Requests from authenticated community users are not counted as page views. Cached page views are also counted.

Requests that Count as Page Views

Requests for the following are counted as page views:

Requests for...

Your community Force.com domain

Your custom community web address

Any page associated with your community

Example

http://mycommunity.force.com

http://mycommunity.com

http://mycommunity.force.com/mypage http://mycommunity.com/mypage

System pages associated with your community, such as the login, logout confirmation, and forgot password pages http://mycommunity.com/login

Requests that Do Not Count as Page Views

Requests for the following are not counted as page views:

Requests for...

Authorization Required error page

AJAX requests:

•

JavaScript remoting

Example

http://mycommunity.force.com/unauthorized

•

Apex: RemoteAction

•

Visualforce: <apex:actionFunction>

150

Appendices Communities Usage Limits

Requests for...

•

Visualforce

Example

Resources loaded on the page, such as robots.txt

or the favorite icon http://mycommunity.force.com/robot.txt

http://mycommunity.com/favicon

Attachments and documents

Error pages, apart from Authorization Required, such as Limit

Exceeded and Maintenance

Tab clicks within a page

Images included in an HTML field

Custom file field http://mycommunity.force.com/BandwithExceeded http://mycommunity.force.com/servlet/rtaImage http://mycommunity.force.com/servlet/fileField

Page View Limits

The following table lists community page view limits for each edition. This limit applies to all the communities in your org.

Edition

Enterprise Edition

Unlimited Edition

Performance Edition

Maximum Number of Communities Maximum Page Views

50 500,000/month

50 1,000,000/month

A few things to bear in mind with page view limits:

•

Your org’s page view entitlement is the sum of page views included in the edition plus any additional page views purchased from Salesforce.

•

Salesforce calculates page view overages by looking at a 12-month look-back period. If your community page views exceed the org limit for page views, contact Salesforce to understand how to buy overages. Community members and unauthorized users can still access your community, even if your org goes over its page view limits.

Let’s look at Acme Enterprises, which has set up a customer community. Their Enterprise Edition org includes 500,000 page views per month. Acme expects its community to take off, so they purchase another 500,000 page views per month. Their total page view entitlement is 1 million page views per month. So, over the course of a 12-month look back period, Acme’s community can have

12 million page views (that’s 12 x 1 million page view limits).

The community has a spike in usage for a month, and goes over its 1 million allotted limit. Is Acme charged an overage? No, because the next month the community has fewer than 1 million page views. It all averages out when the calculation is made at the end of the 12-month look back period. In short, the community has to average 1 million page views per month over the course of a 12-month look back period to remain below its allotted limit.

Monitoring Limits

Accurately monitor your community’s page view limits using the Page Views - Monthly Trend report, found in Community Management

Package for Communities from the AppExchange. Install the package that is right for your communities:

•

Community Management Package for Communities with Chatter

151

Appendices Communities User Limits

•

Community Management Package for Communities without Chatter

You can also see page view usage in your org’s Company Information section. In Setup, enter

Company Information

in the

Quick Find box and click Company Information.

Note: The page view allowance found under Usage-Based Entitlement may not reflect the correct allowance for your Salesforce edition.

Communities User Limits

User limits depending on the type of community.

To avoid deployment problems and any degradation in service quality, we recommend that the number of users in your community not exceed the limits listed below. If you require additional users beyond these limits, contact your Salesforce account executive. If your growing community needs more users, contact your Salesforce account representative to understand how the product can scale to meet your demands.

Type of Community

Partner or Customer Community Plus

Customer

Number of Users

1 million

10 million

Portal Roles Limit

Limits for portal roles in your organization.

The maximum number of portal roles for an organization is 5000. This limit includes portal roles associated with all of the organization’s customer portals, partner portals, or communities. To prevent unnecessary growth of this number, we recommend reviewing and reducing the number of roles for each of your portals and communities. Additionally, delete any unused portal roles. If you still require more portal roles, please contact Salesforce Customer Support.

Communities Groups Email Limit

Email limits for groups in communities.

In communities, the

Email on every post

option is disabled once more than 10,000 members choose this setting for the group.

All members who had this option selected are automatically switched to

Daily digests

.

Person Account Communities User Limits

Limits for the number of person account external users that a single user can own.

A Salesforce user can be the owner of up to 1000 person account portal users. This includes person account users with Customer

Community Plus, Customer Portal, and other role-based portal licenses. Person account users with high volume portal licenses such as

High Volume Customer Portal or Customer Community don’t count against this limit. Users with partner portal or Partner Community licenses can’t be person accounts users, so this limit doesn’t apply.

Communities Report and Dashboard Limitations

If the Reports and Dashboards tabs are exposed in the community, external users can access reports and dashboards with some limitations.

152

Appendices Communities Moderation Limits

Important: To allow external users to create and edit reports, your organization must use the enhanced sharing model. See

Analytics Folder Sharing .

You can give permission to create and edit reports to communities users with the following licenses:

Community licenses

•

Customer Community Plus

•

Customer Community Plus Login

•

Partner Community

•

Partner Community Login

Portal licenses

•

Customer Portal Manager

•

Customer Portal Manager Custom (for Enterprise Administration users)

•

Customer Portal Manager Standard

•

Customer Portal Manager User

•

Gold Partner

•

Ideas Only Portal

•

Overage Customer Portal Manager Custom

•

Overage Customer Portal Manager Standard

•

Partner

•

Silver Partner (”Export Reports” permission isn’t available to this license)

Note:

•

These permissions aren’t available to high-volume user licenses, such as Customer Community, High Volume Customer Portal,

Service Cloud Portal, and Authenticated Website.

•

External users with legacy portal licenses can create and edit reports in communities, but not in portals.

After you grant permission to your external users, they still can’t:

•

Schedule reports or dashboards for email and refresh at a specific date and time

•

Create, edit, or view reports in the Unfiled Public Reports folder

All role-based external users in your community can refresh dashboards set up with “Run as specified user” and “Run as logged-in user” up to 1,000 times daily per org. Scheduled and automatic refreshes don’t count against the limit. There is no refresh limit for internal users.

All role-based external users can be selected for the “Run as specified user” option.

Communities Moderation Limits

Community moderation limits ensure that your community performs optimally.

Criteria Limits

•

Your org can have up to 30 keyword list criteria. This limit is per org, not per community.

•

Your org can have up to 100 member criteria. This limit is per org, not per community.

153

Appendices Communities Moderation Limits

Rule Limits

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.

154

INDEX

A

Authentication

Communities

119

C

Chatter Answers enabling in Communities

128

Chatter Questions enable in Communities

124

communities feed search

139

global search

139

planning

2

search

139

sidebar search

139

Communities about high-volume community users

14

actionable Insights

55

activating

45

adding a global search box

116

adding Site.com pages to tabs

112

approvals for external users

132

authentication

119 ,

122

branding

23

,

25

branding Site.com pages

101–105

Chatter tab

118

Community Builder

89

Community Management home dashboard

59

creating

17

creating users

41

custom pages

25

Customer Service (Napili) template

5

customizing with Force.com Sites

89

customizing with Site.com

98 ,

100

dashboards, create

59

dashboards, enable and map

58

default roles

12

determining the URL of Site.com pages

111

displaying current user information on Site.com pages

110

displaying current user information onSite.com pages

110

email

33

email limits

152

enabling

10

enabling cases for external users

43

enabling leads for partner users

133

Communities (continued) enabling nickname display

36

enabling reputation

82

error pages

38

external user passwords

140

External users

140

resetting community passwords

140

file limits

39

global header

16 ,

138

group email limits

152

Insights

52 ,

54 ,

63

Insights, creating

54

Insights, creating actions

55

Insights, enabling

53

Limitations for external users

152

limits

152

Limits for moderation

153

login

25

logout

25 ,

29 ,

113

management

46 ,

49

manager

48

managing high-volume users

13

members

19

moderation

62 ,

65

moderation content criteria

66

moderation criteria

65

moderation execution

71

moderation member criteria

67

moderation rate rules

70

moderation rules

68

moderation triggers

72

moderator

64

navigating to

138

number of communities in an org limit

149

person accounts

33

portal role maximum

152

public access

37

rate limiting

70

rate rules

70

recommendation audiences

81

recommendations

79

reporting

60

reporting for external users

134

reports, create

134

reputation

81

155

Index

Communities (continued) reputation levels

84

reputation points

85

Salesforce Knowledge

131

search engine optimization

40

security

119 ,

122

self-registration

25 ,

30 ,

33

SEO

40

set up Chatter Questions

124

setting up Chatter Answers

128

setting up Ideas

129

share groups

14

Sharing high-volume portal user records

14

sharing personal contact information

136

Site.com authorization

106

statuses

18

super user access

12

,

44

super user access for customer users

44

supported

3

supported browsers

7

tabs

21

template, changing

97

template, considerations

98

templates

2

tips for using Site.com

98

topics

73 ,

76–78

tracking activity

60

usage limits

149

user sharing

35

User Visibility

35

who can see what

141

Communities Landing page custom

114

Communities login authentication providers

26

customize

26

SAML

26

single sign-on

26

Communities Moderation defining triggers for flagging items

72

Communities Setup choosing between tabs and the Community Builder

22

Communities users creating

41

enabling cases for

43

enabling leads for

133

Community Builder brand

91

device presets

94

Community Builder (continued) edit pages

93

navigate

90

Page Editor

93

preview

94

publish

95

Community case feed

127

Community Management

46

Community Manager

47

Community Managers dashboards, create

59

dashboards, enable and map

58

Insights, creating

54

Insights, creating actions

55

Insights, enabling

53

Community members updating with the API

20

Community Reputation enabling

82

community self-registration create person accounts

33

Community template

95

Community users delegating administration

43

content criteria

66

criteria content

66

member

67

Custom Domain

117

Custom URL

117

customize pages

115

D delegated administration community users

43

E

External users limitations for reports and dashboards

152

F file limits

Communities

39

Force.com Sites using with Communities

89

G

Global Header for Communities

16

156

Index

H

High-Volume Community Users granting access to records

13

managing users

13

sharing records

14

sharing sets

13

Home tab choosing

23

I

Ideas enabling in Communities

129

Insights actions

55

create

54

Integrations enabling

124

L

Limits

Communities

149

,

152

Login page adding custom

27

M

Manager

Communities

48

member criteria

67

Moderating

Communities

65

Moderator

Communities

64

N nicknames enabling

36

O objects

3

P

Partner Community users limitations for reports and dashboards

152

Public pages

108

Q

Question-to-Case

125

S

Salesforce Communities Management package install

50

upgrade

50

Salesforce Knowledge

Communities

131

Salesforce1 recommendation audiences

81

recommendations in feed

79

Self-Registration

Apex controller

31

SEO

Communities

40

service not available

115

Share groups

Communities

14

Sharing high-volume community user records

14

Sharing sets creating

13

editing

13

Site.com

adding pages to Communities tabs

112

authorization overview

106

authorization table

106

branding Site.com pages

101–105

Communities

101–105

, 110–112

custom authorization

106 ,

108

deleting authorization

108

determining the page URL

111

displaying current user information

110

no authorization

106

private resources

106

public resources

106

requires authorization

106

setting site authorization

107

tips for Communities

98

using with Communities

98

,

100

T

Template, updating

95

Topics adding to articles

78

merging

77

157