Collaborate with Everyone - Salesforce Implementation guides

Collaborate with Everyone - Salesforce Implementation guides
Collaborate with Everyone
Salesforce, Winter ’18
PREVIEW
Note: This release is in preview. Features described in this document don’t become generally available
until the latest general availability date that Salesforce announces for this release. Before then, and
where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability
within any particular time frame or at all. Make your purchase decisions only on the basis of generally
available products and features.
@salesforcedocs
Last updated: August 17, 2017
© Copyright 2000–2017 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
Collaborate with Everyone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Collaborate Within Your Company . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Collaborate with Partners and Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Collaboration Resources for Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
COLLABORATE WITH EVERYONE
No man is an island, even in Salesforce. Complete tasks quickly and efficiently by collaborating with people either inside or outside of
your organization.
Here you’ll find information on collaboration tools like Chatter, Salesforce CRM Content, and even documents. There’s no limit to what
you can accomplish with others—figure out the best way to do it here.
IN THIS SECTION:
Collaborate Within Your Company
Stay current with what’s happening in your company. Share your knowledge in Chatter posts and comments, collaborate in groups,
and access files and data across your organization.
Collaborate with Partners and Customers
Share updates with customers and partners in Chatter groups.
Collaboration Resources for Users
Collaborate Within Your Company
Stay current with what’s happening in your company. Share your knowledge in Chatter posts and comments, collaborate in groups, and
access files and data across your organization.
IN THIS SECTION:
Share Updates with People (Chatter)
Share updates with coworkers, collaborate in Chatter groups, and view record updates.
Create, Share, and Organize Files
Post files to feeds and records, share files with customers in the Salesforce cloud, and sync files between your local drive and Salesforce.
Skype for Salesforce
Skype for Salesforce integrates Salesforce and Skype for Business®, so your sales and service reps can send and receive instant messages
and see colleagues’ availability without leaving Salesforce. If Notes is enabled in your org, reps can also save IM chats as notes and
attach them to Salesforce records. Skype for Salesforce is available only if your business has a Microsoft Office 365® Enterprise plan
that includes Skype for Business Online, or a Skype for Business Online license.
Share Updates with People (Chatter)
Share updates with coworkers, collaborate in Chatter groups, and view record updates.
IN THIS SECTION:
Chatter Overview
Use Chatter features like feeds, profiles, groups, and more to share information, collaborate, and keep up with the latest updates in
your company.
1
Collaborate with Everyone
Share Updates with People (Chatter)
Get Started with Chatter
Connect with people and share business information securely and in real time.
Work with Feeds
Stay up to date on posts and comments you and other people make, as well as record changes across your Salesforce organization.
Chatter Streams
Chatter streams are custom feeds that you create by combining multiple related feeds. Look for streams on your Chatter home page.
Create up to 100 streams that each combine posts from up to 25 different feeds and feed types. Create streams that combine feeds
from people, groups, and records, like accounts, opportunities, cases, and more.
Work with Posts
Share information and collaborate with other people inside and outside your organization.
People in Your Organization
Update your personal profile and view the profile of other people in your organization.
Records and List Views
Configure your follow settings for records, view Chatter feeds on list views, and learn more about record recommendations.
Collaborate in Chatter Groups
Use public, private, or unlisted Chatter groups to collaborate with specific people in your company.
Chatter Messenger (Chat)
Chat instantly and securely with coworkers. Chatter Messenger is not available in new orgs created after the Spring ’16 release.
Private Messages
Use Chatter messages for secure private conversations with other Chatter users.
Chatter Questions
Got questions? Use Chatter Questions to post a question in your Chatter feed, then watch the solutions roll in.
Chatter Overview
Use Chatter features like feeds, profiles, groups, and more to share information, collaborate, and
keep up with the latest updates in your company.
EDITIONS
Chatter works in accordance with all of the security and permission settings in your Salesforce
organization. Chatter is enabled by default for organizations created after June 22, 2010. For existing
organizations, your administrator must enable Chatter. You can access the Chatter app in the app
menu in the top right corner of any page. If your administrator added Chatter tabs to other apps
and you previously customized your display, you need to add the tabs manually.
Available in: both Salesforce
Classic and Lightning
Experience
Some third-party Web browser plug-ins and extensions can interfere with the functionality of
Chatter. If you experience malfunctions or inconsistent behavior with Chatter, disable the Web
browser's plug-ins and extensions and try again.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Chatter is not supported:
• Using Microsoft® Internet Explorer version 6.0
• For external users in Customer Portals or partner portals
• In the Console tab
Posts and comments that users make in Chatter are retained during the entire time that a customer's applicable org remains provisioned.
We reserve the right to enforce limits on:
2
Collaborate with Everyone
Share Updates with People (Chatter)
• The number of system-generated tracked feed updates. Currently tracked feed updates that are older than 45 days and have no
likes or comments are deleted automatically. The tracked feed updates no longer appear in the feed. However, if auditing is enabled
for a tracked field, the audit history for that field is still available.
• The number of email notifications that can be sent per org per hour.
The limits are subject to change. Contact Salesforce for more information.
Get Started with Chatter
Connect with people and share business information securely and in real time.
IN THIS SECTION:
Chatter Tab Overview
The Chatter tab is your collaboration home base and gives you instant access to most of the collaboration features in Chatter.
The People and Records You Auto-Follow Initially
Like Posts and Comments
Like posts or comments to show your approval and receive email notifications if others comment on that post.
Reply to Chatter Email Notifications
Navigate to Chatter Email Settings
Find your Chatter email settings so you can change your preferences for receiving email notifications and digests.
Chatter Email Digests
Email digests conveniently summarize recent activity in Chatter so you don’t miss important discussions. You can choose to receive
daily or weekly summaries of updates from your personal feed or any group’s feed.
Guidelines for Managing Your Personal Chatter Email Settings
Control the number of Chatter emails you receive by choosing the most important emails and the appropriate frequency of personal
and group digests.
What do “company” and “organization” mean in Chatter?
Can I invite people from my company who don't have Salesforce licenses?
Chatter Tab Overview
The Chatter tab is your collaboration home base and gives you instant access to most of the
collaboration features in Chatter.
EDITIONS
From the Chatter tab you can:
Available in: both Salesforce
Classic and Lightning
Experience
• Make a post that’s shared with people who follow you, or comment on someone else’s post.
• Like posts or comments to show your support.
• Share a post to your profile or to a group, or send a link to the post to other Chatter users in an
email or instant message.
• View, filter, and sort your feed on the left side to view posts from people and records you follow
and groups you’re a member of, posts that mention you, posts you bookmarked, or all posts
from your company.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Search the feed to quickly find information in the feed posts and comments on the Chatter tab.
• Bookmark a post to keep track of future comments on the post, or to remember to follow up on the post later.
3
Collaborate with Everyone
Share Updates with People (Chatter)
• Add topics to a post to categorize the post and give it more visibility.
• Access your people, groups, files, and topics lists.
• View or update your profile, such as your profile photo or your contact information.
• Read or send private messages that are only visible to certain people.
• Access your favorites to see the latest posts and comments for your favorite topics, list views, and Chatter feed searches.
• View your recommendations for people, groups, files, and records that closely relate to your job and interests.
• View trending topics that people are discussing in Chatter right now.
• Invite people to join your Chatter network if they don't have Salesforce licenses to use Chatter.
Chatter Desktop
Chatter Desktop
Chatter Desktop is a free desktop application that lets you collaborate in Chatter without a browser.
Use Chatter Desktop to post and comment in Chatter, and receive updates about your groups and
the people, records, and files you follow. Chatter Desktop also supports chat, private Chatter
messages, and displays Chatter updates and private messages as popup notifications in your
Windows taskbar or Mac OS X Dock.
Note: Customer users can install and use Chatter Desktop but can’t access all of its
functionality. For example, customer users can’t follow users or records, chat, or access
administration options.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Install Chatter Desktop
Salesforce provides two Chatter Desktop installers: a standard version for individual installations
and a managed version for enterprise deployments.
EDITIONS
The following are the minimum requirements for using Chatter Desktop:
Available in: both Salesforce
Classic and Lightning
Experience
• Windows
– 2.33GHz or faster x86-compatible processor, or Intel Atom™ 1.6GHz or faster processor for
netbook devices
– Microsoft® Windows® XP, Windows Server® 2003, Windows Server 2008, Windows Vista®
Home Premium, Business, Ultimate, or Enterprise (including 64 bit editions) with Service
Pack 2, or Windows 7
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
– 512MB of RAM (1GB recommended)
• Mac
– Intel® Core™ Duo 1.83GHz or faster processor
– Mac OS X v 10.5, 10.6, or v10.7
– 512MB of RAM (1GB recommended)
Important: Chatter Desktop uses Adobe® Integrated Runtime (AIR®), Adobe's cross-platform runtime environment for desktop
applications, and only runs on operating systems that Adobe AIR supports. Chatter Desktop does not run on operating systems
that Adobe AIR does not support, such as 64-bit Linux. See the Adobe website for information on Adobe AIR.
4
Collaborate with Everyone
Share Updates with People (Chatter)
The standard version:
• Requires administrator privileges on your machine
• Doesn’t require administrator privileges in Salesforce
• Automatically installs the required version of Adobe® Integrated Runtime (AIR®)
• Requires acceptance of an end user license agreement the first time Chatter Desktop launches
• Posts “Installed Chatter Desktop” to Chatter the first time Chatter Desktop launches
• Periodically checks Salesforce for new versions
To install the standard version:
1. From your personal settings, enter Chatter Desktop in the Quick Find box, then select Chatter Desktop.
2. Click the Download Now badge.
3. Follow the on-screen instructions.
Note: Administrators can disable the Chatter Desktop download page and block users from accessing Chatter Desktop.
Important: Chatter Desktop uses Adobe® Acrobat® Reader to preview PDF files. Before previewing files with Chatter Desktop,
download Adobe Acrobat from Adobe's website, install it, and open it at least once to complete the installation.
SEE ALSO:
Uninstalling Chatter Desktop
Connecting Chatter Desktop
If you have multiple Salesforce or Chatter logins, create a connection for each login. The connection
lets Chatter Desktop access the Chatter data you can access with that login on the Web.
EDITIONS
1.
Available in: both Salesforce
Classic and Lightning
Experience
Click
and select Settings.
2. In the Connections section, enter a name for the connection and the URL from which you log
in. The URL must begin with https:// and end with salesforce.com or
chatter.com. For example, if your organization has a European division that you log into
from https://emea.salesforce.com, enter that URL and name the connection
Europe.
By default, Chatter Desktop connects to your main instance of Salesforce (Production) or your
Force.com sandbox.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
3. Click Authorize and follow the on-screen instructions to authorize Chatter Desktop to connect using the login.
Use the radio buttons on the Settings screen to specify a default connection. To quickly switch connections while using Chatter Desktop,
click
, select Switch Connection, and choose the connection.
Note: You can create multiple connections, but Chatter Desktop can log into only one connection at a time. You cannot use
Chatter Desktop to display data from multiple connections simultaneously.
SEE ALSO:
Configuring Chatter Desktop
5
Collaborate with Everyone
Share Updates with People (Chatter)
Configuring Chatter Desktop
The default Chatter Desktop configuration is appropriate for most users, but several Chatter Desktop
settings are configurable. To access Chatter Desktop settings, click
the Settings screen, you can:
EDITIONS
and select Settings. From
Available in: both Salesforce
Classic and Lightning
Experience
• Configure Chatter Desktop to launch when you start your computer.
• Configure Chatter Desktop to minimize when you close it.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Turn popup notifications on or off. Popup notifications are enabled by default.
• Manage alerts for new feed posts and comments (advanced settings).
• Configure Chatter Desktop to always display in the foreground (advanced settings).
• Move the chat window to the foreground when you receive a new message.
• Play sounds when someone starts a new chat with you, or play a sound for every chat message
when a chat is minimized or out of focus (for example, if you have multiple chats or are using another application).
• Edit your connections.
SEE ALSO:
Chatter Desktop Troubleshooting Tips
Using Chatter Desktop
In the Chatter Desktop window:
Click:
To:
Your
profile
photo
Change your chat status. Select Available,
with you when you’re Offline.
EDITIONS
Away, or
Offline. People can’t chat
See feed updates from everyone and everything you follow, and post an update.
• For any feed post, click Comment to add a comment, Like to receive email
notifications if others comment on that post, or Delete to delete the post, if you
have access.
•
To post a file from your computer, drag the file to
when you type a post.
, or click
, which appears
• To post a link, type the link in the text box at the top of your feed, or click
appears when you type a post.
, which
• Use the Sort By filter at the top of a feed to sort updates:
– Post Date—Sorts feeds by post date. To see comments, you must click Show
All Comments below a post.
– Post and Comment Date—Sorts feeds by post and comment date. Each
comment appears again when you click Show All Comments under its
associated post.
6
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
See and comment on updates directed to you.
Chat with people and see their updates. Chat messages are displayed in a separate window.
• Click Chat Favorites to see people or chats you’ve added as favorites. To add a favorite, click
name or in any active chat with one or more people.
next to someone’s
• Click Following or Followers then click a person’s name to see their updates or post to their feed.
• Hover over someone’s name:
– Click
to send them a private message.
– Click
to add them as a favorite chat. Their name appears in your Chat Favorites list.
– Click
to follow someone or
to stop following them.
– Click
to start a chat. You can then add up to 10 people to the same chat by clicking
and searching for people to add. You can’t chat with people who are Offline.
in the chat window
Note: Chat is only available if it’s enabled in your organization.
Read and reply to private Chatter messages. Click a message to view it, or click New Message to send a new message.
Note: Messages are only available if they are enabled in your organization.
See feed updates from groups:
• Click a group name or search for a group to view its feed or to post updates. You can post in all public groups and
any private groups that you belong to.
• Click Join to join a group, or Member to leave the group.
• Click
to view the group description.
See and comment on records you follow. From the drop-down menu at the top, select the type of record you want to
view, for example, Account. If you’re not following records, there won’t be any records in the list. Click a record’s name
to view its details. Chatter Desktop shows the first eight fields on a record.
Edit your Chatter Desktop settings or switch your connection.
Instantly synchronize your data. While Chatter Desktop synchronizes your data automatically, it does not always happen
instantly.
SEE ALSO:
Chatter Desktop Troubleshooting Tips
7
Collaborate with Everyone
Share Updates with People (Chatter)
Chatter Desktop Troubleshooting Tips
Find solutions for troubleshooting Chatter Desktop.
EDITIONS
Chatter Desktop uses Adobe® Integrated Runtime (AIR®). This table describes solutions to common
AIR-related issues. For more information, consult the Adobe® knowledge base.
Problem
The Chatter
Desktop
installation fails
Solution
Delete the Shared Local Object (SLO) and Encrypted Local Store (ELS)
directories and reinstall Chatter Desktop.
The SLO stores persistent information like last screen position and size and is
located at
• Mac OS:
/[USER]/Library/Preferences/sfdc-desktop*
• Windows Vista, Windows 7, Windows 8.x:
C:\Users\<USER>\AppData\Roaming\sfdc-desktop*
• Windows XP:C:\Documents and
Settings\<USER>\Application Data\sfdc-desktop*
The ELS stores the Oauth2.0 identities for users and is located at
• Mac OS: /[USER]/Library/Application
Support/Adobe/AIR/ELS/sfdc-desktop*
• Windows Vista, Windows 7, Windows
8.x:C:\Users\<USER>\AppData\Roaming\Adobe\AIR\ELS\sfdc-desktop*
• Windows XP:C:\Documents and
Settings\<USER>\Application
Data\Adobe\AIR\ELS\sfdc-desktop*
Chatter Desktop
on Linux freezes,
presents an
empty window,
doesn’t save your
password, or
malfunctions in
another way
If you’re using the managed installation, verify
Chatter Desktop
doesn’t preview
PDF files
Chatter Desktop uses Adobe® Acrobat® Reader to preview PDF files. Before
previewing files with Chatter Desktop, download Adobe Acrobat from Adobe's
website, install it, and open it at least once to complete the installation.
Photos with
comments don’t
refresh
Click the sync icon.
• The .chatterdesktop file is well-formed and contains valid XML
• The URLs in the .chatterdesktop file are valid and each URL begins
with https:// and ends with salesforce.com
Also troubleshoot your Encrypted Local Storage (ELS) keystore. For more
information, see
http://kb2.adobe.com/cps/492/cpsid_49267.html
SEE ALSO:
Configuring Chatter Desktop
8
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Disabling Chatter Desktop Remotely
If the computer on which you installed Chatter Desktop is stolen or lost, you can block Chatter
Desktop from accessing your Salesforce data.
EDITIONS
1. From your personal settings, enter Advanced User Details in the Quick Find
box, then select Advanced User Details. No results? Enter Personal Information in
the Quick Find box, then select Personal Information.
Available in: both Salesforce
Classic and Lightning
Experience
2. Click Revoke next to Chatter Desktop in the Remote Access section.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
SEE ALSO:
Chatter Desktop Troubleshooting Tips
Uninstalling Chatter Desktop
How to uninstall Chatter Desktop.
EDITIONS
Windows:
1. Go to Start > Control Panel > Uninstall a program.
2. Double click Chatter Desktop. You can also right-click it and select Uninstall.
3. Click Yes when prompted.
Mac:
1. Go to your applications folder. You can also type applications in Spotlight.
2. Find the salesforce.com folder with Chatter Desktop in it and drag it to the trash.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Chatter Desktop Releases
This table describes the updates in each Chatter Desktop release.
EDITIONS
Version
Updates
3.2.3
• Installer certificate update
3.2.2
• Installer certificate update
3.2.1
• Installer certificate update
3.2
• Configure desktop alerts for new feed posts
and comments
• Configure Chatter Desktop to always display
in the foreground
• Delete feed posts if you have access
• Post in all public groups
• Scrolling and active links supported in group
descriptions
9
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
• Miscellaneous bug fixes including negative counts and names
displayed twice in likes and broken hash tag topic links.
3.1.1
• Installer certificate update
3.1
• Attach files to comments
• View your chat list sorted by first name
• View the last activity date for your groups
• View multiple chats more easily
• Sort your chat favorites by people’s availability
• See improved icons for your Chatter feed and dragging and
dropping files to your posts
3.0
• Chat with one or more people in your organization
• Like comments
• View a list of people who like a post or comment
• View files attached to comments
• View dashboard snapshots
• View shared messages
• Several miscellaneous bug fixes, including feed improvements
using new components and an issue that prevented adding
an @mention after a #topic
2.1
• Support for customer users
• Support for private Chatter messages
• Miscellaneous bug fixes, including an issue with popup
notifications stealing OS focus
2.0
• A new user interface and visual design
• View records
1.3.3
• Global search for @mentions
• Create new instances on the Login screen
• Switch and authenticate instances without restarting
• Miscellaneous bug fixes, including an issue that generated
empty notifications and an issue with the installer
1.3.2
• An intermediate build to accommodate changes to Adobe
AIR. Chatter Desktop immediately performs an additional
update after 1.3.2 installs.
1.2.1
• Locale fixes for Norwegian, Danish, Finnish and Dutch
10
Collaborate with Everyone
Share Updates with People (Chatter)
1.2.0
• User and group details
• Links to indicate you like a post
• @mentions, which render in feeds and link to the mentioned
user's profile
• #topics, which render in feeds and link to search results in your
browser
• Auto-complete for @mentions and #topics
• Performance improvements including image caching
• Norwegian language support
• Miscellaneous bug fixes
1.1.1
• Updated for use with chatter.com
• Minor bug fixes
1.1.0
• Click files to preview them
• Select the To:Me tab to see posts directed to you
• Click groups and users to view their walls
• Write on the walls of groups and users
1.0.7
• Photo loading issue resolved
1.0.6
• Performance optimizations for people and groups
• Release of Chatter Desktop managed version
1.0.5
• An option to log into your Developer Sandbox
• Performance optimizations
• Korean locale fixes
SEE ALSO:
Install Chatter Desktop
11
Collaborate with Everyone
Share Updates with People (Chatter)
The People and Records You Auto-Follow Initially
Starting in June 2010, when your administrator initially turns on Chatter, we help get you started
by automatically following certain users and records in your organization. Who and what you
auto-follow differ based on the size of your organization:
If Your
Organization
Has:
Users You Follow
Records You Follow
15 users or fewer All users in your organization Up to 25 of your most recently used records,
in the following order:
1. Open opportunities you own
2. Accounts you own
3. Open cases you own
4. Contacts you own
5. Open opportunities you created
6. Accounts you created
7. Open cases you created
8. Contacts you created
9. Open opportunities you last modified
10. Accounts you last modified
11. Open cases you last modified
12. Contacts you last modified
13. Open opportunities you viewed
14. Accounts you viewed
15. Open cases you viewed
16. Contacts you viewed
16 or more users
Up to 25 users in your
organization, including (if
available):
Up to 25 of your most recently used records,
in the following order:
• Your manager
2. Accounts you own
• Users that report to your
manager
3. Open cases you own
• Your subordinates
1. Open opportunities you own
4. Contacts you own
• Teammates on your
account teams
5. Open opportunities you created
• Teammates on your
opportunity teams
7. Open cases you created
6. Accounts you created
8. Contacts you created
9. Open opportunities you last modified
10. Accounts you last modified
12
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
If Your Organization
Has:
Share Updates with People (Chatter)
Users You Follow
Records You Follow
11. Open cases you last modified
12. Contacts you last modified
13. Open opportunities you viewed
14. Accounts you viewed
15. Open cases you viewed
16. Contacts you viewed
Note: The auto-follow setting for records applies only to the records that already exist at the time your administrator turns on
Chatter. For any future records you create, auto-follow is disabled by default to reduce the number of updates you receive in your
Chatter feed. However, if you want to receive updates on all future records you create, you can enable auto-follow in your personal
settings.
SEE ALSO:
People Recommendations
Record Recommendations
Automatically Follow Records You Create
Like Posts and Comments
Like posts or comments to show your approval and receive email notifications if others comment
on that post.
EDITIONS
Below a post or comment, click Like.
Available in: both Salesforce
Classic and Lightning
Experience
After you click Like on a post, you receive email notifications if others comment on that post. If you
click Like on a comment, only the user who posted the comment receives an email notification.
You receive an email notification for any subsequent comments. You can change your email
notification settings on page 16.
• To stop liking a post or a comment, click Unlike. When you stop liking a post or a comment,
you don’t receive email notifications for subsequent comments or likes.
• View the profiles of others who have liked a post by clicking their name at the bottom of the
post or comment, for example, “John Smith likes this.”
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• If more than three people like a post, click the link to see the full list; for example, “You, John Smith, and 2 others like this.” From
that list, you can follow or stop following people.
• Likes on comments show how many people have liked the comment, for example, “1 person” or “7 people”. To see their names,
click the link.
SEE ALSO:
Guidelines for Managing Your Personal Chatter Email Settings
13
Collaborate with Everyone
Share Updates with People (Chatter)
Reply to Chatter Email Notifications
When you receive certain email notifications, you can conveniently perform some actions by replying
directly from your email. You can reply to the types of email listed in the table, or any notification
that displays a From address of reply@chatter.salesforce.com.
Note: To reply to email notifications, your administrator must enable email replies for your
organization.
Action
Type of Email
Text to Include in
Your Reply
Bookmark a post
Someone posted to
bookmark
your profile or a group,
mentioned you in a
post, or shared your
post
N/A
Comment on a post
Someone posted,
The text of your
commented on your comment
post, also commented
after you, or
mentioned you in a
post or comment
1,000 characters
maximum. Replies that
exceed the limit are
truncated to the first
1,000 characters.
Follow someone
Someone posted,
follow
commented on your
post, also commented
after you, or
mentioned you in a
post or comment
N/A
Like a comment
Someone commented like or +1
on your post or also
commented after you
N/A
Like a post
Someone posted to
like or +1
your profile or a group,
mentioned you in a
post, or shared your
post
N/A
Mute a post
Any post or comment mute
email when you no
longer want to receive
notifications for the
original post
N/A
Respond to a Chatter
message
Someone sent you a
message
10,000 characters
maximum. Replies that
exceed the limit are
truncated to the first
10,000 characters.
The text of your
response
14
Limits
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Action
Type of Email
Text to Include in Your
Reply
Limits
Unfollow someone
Someone posted, commented
on your post, also commented
after you, or mentioned you in
a post or comment
unfollow
N/A
Unlike a post
Someone posted, commented unlike or –1
on your post, or also
commented after you on a post
that you previously liked
N/A
Consider these tips when sending email replies.
• Replies must be sent from the email address specified on your profile. If you use email aliases or email forwarding services that send
replies from a different email address, your replies aren’t processed.
• Replies to bookmark, mute, like or unlike, and follow or unfollow must contain only the single word or exact text, such as like
(case insensitive) or +1. If you include extra white spaces or the original message that some email applications automatically include,
we ignore them and process the reply as a like, bookmark, etc. However, if you include any other text in the body, such as Like!
or Like this?, we process your reply as a comment rather than a like, bookmark, etc.
• If replies contain your personal email signature, the signature text is treated as part of your comment. Default signatures inserted by
mobile devices, such as Sent from my iPhone, are automatically removed from replies. Before replying, delete custom
signatures and any extra text you don't want posted to Chatter. Or, add a separator line to the top of your signature to have it
automatically removed. The separator line must have a minimum of one of the following characters:
– Dash (-)
– Equal sign (=)
– Underscore (_)
You can also use any combination of these characters or dash dash space (-- ), which respects RFC 3676 4.3.
• Attachments and mentions in replies are ignored.
• Before replying, check the email address that displays in the To field of your email. Valid addresses contain tokens, or long character
strings, both before and after the @ symbol, such as
w8t27apy1@j321imd9gbs.d8rx.d.chatter.yourInstance.salesforce.com. Some email applications
automatically use the From address from the original email, reply@chatter.salesforce.com, which is not a valid
address for receiving replies. If you see this shortened address in the To field of your reply email, replace it with the valid reply-to
address in the email header information. For example, in an application such as IBM® Lotus Notes®:
1. Open the original email.
2. Click View > Show > Page Source.
3. In the Reply-To section, copy the email address that looks like:
w8t27apy1@j321imd9gbs.d8rx.d.chatter.yourInstance.salesforce.com.
4. Paste the reply-to address in the To field of your reply email.
SEE ALSO:
Like Posts and Comments
15
Collaborate with Everyone
Share Updates with People (Chatter)
Navigate to Chatter Email Settings
Find your Chatter email settings so you can change your preferences for receiving email notifications
and digests.
EDITIONS
• From your personal settings, enter Chatter in the Quick Find box, then select Chatter
Email Settings or Email Notifications—whichever one appears.
Available in: both Salesforce
Classic and Lightning
Experience
• Or, from any group page, click Email Me... > Email Settings.
To receive Chatter email notifications and digests, your administrator must enable email notifications
for your organization. Select Receive emails to receive Chatter email.
Warning: Deselecting this option prevents you from receiving all Chatter email notifications.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
SEE ALSO:
Chatter Email Digests
Guidelines for Managing Your Personal Chatter Email Settings
Chatter Email Digests
Email digests conveniently summarize recent activity in Chatter so you don’t miss important
discussions. You can choose to receive daily or weekly summaries of updates from your personal
feed or any group’s feed.
Personal digests include the updates you see in your own Chatter feed, such as updates about the
people, records, and files you follow and your groups. Group digests include the updates you see
in a particular group’s Chatter feed.
Daily digests include up to the 50 latest posts from the previous day while weekly digests include
up to the 50 latest posts from the week. Both include the three latest comments on each post.
Chatter sends daily digests at approximately 12:00 a.m. every day, and weekly digests at
approximately 12:00 a.m. on Sunday. For user digests, the time is according to the user’s time zone.
For group digests, the time is according to the organization’s time zone. Neither time is configurable.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
When you join or are added to a group, you don’t receive email notifications initially because they’re
turned off by default. You can use Set default frequency for groups I join: to choose how often you want to
receive emails when joining new groups. Changing the default frequency doesn’t affect the groups you already belong to. If your
organization existed before Summer ’11 and is a Professional, Enterprise, Unlimited, or Developer Edition organization, you might still
be receiving daily digests by default.
SEE ALSO:
Navigate to Chatter Email Settings
Guidelines for Managing Your Personal Chatter Email Settings
16
Collaborate with Everyone
Share Updates with People (Chatter)
Guidelines for Managing Your Personal Chatter Email Settings
Control the number of Chatter emails you receive by choosing the most important emails and the
appropriate frequency of personal and group digests.
EDITIONS
Email Me When Someone
Available in: both Salesforce
Classic and Lightning
Experience
Be selective about your personal email settings. They should help you stay on top of important
discussions without becoming overwhelmed by too much email.
Option
Most
Recommendations and Notes
Important
Follows me
If you’re not already following the person, you
can click a link in the email to start following
your new follower.
Posts on my profile
People reach out to you directly by posting
questions or information on your profile, so
make sure that you get notified.
Shares a post I made
Likes a post or a
comment I made
Comments on my status
or a change I made
This setting provides notification for actions
taken on feed-tracked changes. A feed-tracked
change is a change that you make in
Salesforce that triggers an automatic post to
your Chatter feed. Enabling this option notifies
you when someone comments on that post.
Comments on a post on
my profile
Comments after me
After you’ve commented on an item, get
notifications for up to 10 comments after
yours. Commenting again later in the post
resets the count, so you receive notifications
for up to another 10 subsequent comments.
Comments on an item I
bookmarked
If you use bookmarks to track items you’re
interested in, get an email each time someone
comments. If you typically use likes to track
items of interest, then this option is less
important.
Comments on an item I
like
After you like an item, get notifications for up
to 10 comments after your like.
Mentions me in a post
People use mentions to ask for your input and
draw you into discussions, so make sure that
you get notified.
17
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Option
Share Updates with People (Chatter)
Most Important Recommendations and Notes
Mentions me in a comment
People use mentions to ask for your input and draw you into
discussions, so make sure that you get notified.
Sends me a message
Get Sends me a message notifications when people send
you private Chatter messages, including notifications about files
that have been shared with you.
Endorses me on a topic
Set Frequency for Personal Digest
Option
Recommended Recommendations and Notes
Daily
Daily digests include the 50 latest posts from the previous day
and the three latest comments on each post.
Weekly
Weekly digests include the 50 latest posts from the week and
the three latest comments on each post.
Limited
If you’re selective about the options in the “Email me when
someone” section, you might not need to receive personal
digests at all.
Personal digests aren’t supported in communities.
Set Default Frequency for Groups I Join
Changing the default frequency for groups you join doesn’t affect the groups you already belong to.
Option
Recommended Recommendations and Notes
Email on every post
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.
Daily digests
Daily digests include the 50 latest posts from the previous day
and the three latest comments on each post.
Weekly digests
Weekly digests include the 50 latest posts from the week and
the three latest comments on each post.
Limited
Keep this default setting for all new groups. Whenever you join
a group that you expect to monitor and contribute to actively,
18
Collaborate with Everyone
Option
Share Updates with People (Chatter)
Recommended Recommendations and Notes
such as one for an important team or project, you can change
to more frequent notifications for that specific group.
SEE ALSO:
Chatter Email Digests
Navigate to Chatter Email Settings
What do “company” and “organization” mean in Chatter?
An organization is a single deployment of Salesforce with a defined set of licensed users who may or may not use Chatter. The words
“company” and “organization” are used interchangeably in Chatter. So for example, if you see “share a file with all Chatter users in your
company,” it means you're sharing with everyone in a specific Salesforce organization who uses Chatter.
SEE ALSO:
Chatter Overview
Can I invite people from my company who don't have Salesforce licenses?
If enabled by your administrator, you can invite other people from your company. Invited users can view profiles, post on their feed, and
join groups, but can't see your Salesforce data or records.
You can invite users from the People tab or when adding members to a group.
Additionally, you can add customers to private groups you own or manage.
Work with Feeds
Stay up to date on posts and comments you and other people make, as well as record changes across your Salesforce organization.
IN THIS SECTION:
Chatter Feeds Overview
Follow people and records to see updates about them in Chatter feeds on profiles, groups, the Chatter tab, topic detail pages, and
on record detail pages.
View a Particular Feed
Change your Chatter feed to display a particular subset of posts.
Filter and Sort Your Feeds
Use the filter and sort options to see updates that are relevant to you.
Create a Task from a Post
Read a post that you want to follow up on? Use the Create New Task action to create a task directly from that post.
Viewing Your Recommendations
Chatter Favorites Overview
19
Collaborate with Everyone
Share Updates with People (Chatter)
Chatter Feeds Overview
Follow people and records to see updates about them in Chatter feeds on profiles, groups, the
Chatter tab, topic detail pages, and on record detail pages.
EDITIONS
Typically, following lets you see updates about:
Available in: both Salesforce
Classic and Lightning
Experience
• Chatter feed comments and posts
• Posts, comments, and files on Chatter groups you're a member of
• Shared files and links
• Tasks and events
• Converted leads
• Record field changes, like changes to record owner and closed opportunities and cases.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Record updates are also called system-generated posts. They are updates that Salesforce
automatically generates when someone creates a record or changes a tracked field on a record. The record updates you see depend
on how your administrator has configured feed tracking and whether you have access to the record. You don’t see tracked feed
updates that are older than 45 days and have no likes or comments, because they are deleted automatically.
Note: In Lightning Experience, the What I Follow feed on the Chatter home page has a Fewer Updates filter for omitting
system-generated posts from your feed view.
SEE ALSO:
Share a Chatter Post
View a Particular Feed
Change your Chatter feed to display a particular subset of posts.
EDITIONS
The default feed on the Chatter home page is shown when a user navigates to the page, returns
to it, or refreshes it. For most people, the default feed is What I Follow. However, in Lightning
Experience, if a user is following fewer than 10 things, their default feed is Company Highlights.
With Company Highlights as their default, new users have a chance to see what’s most active in
their org. Seeing what’s most active can inspire ideas about more things to follow. When a user
follows more than 10 things, the default feed changes to What I Follow.
Use the feed selections on the left sidebar of the Chatter home page to view a subset of posts in
your feed. For example, view only posts that mention you, or posts you bookmarked, or the top
posts in your company.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
1. Click the Chatter tab to see available feeds in the left column of the page.
2. Click a feed to show just the information you’re interested in.
What I Follow
Shows updates for everything you follow, including posts from people you follow, groups you are a member of, and files and
records you’re following. Use the drop-down list at the top of your feed to further narrow the subset of posts.
To Me
Shows posts that are made on your profile page, including
• Posts others make on your profile page
• Posts and comments where you have been mentioned
• Posts you made that have comments
20
Collaborate with Everyone
Share Updates with People (Chatter)
Bookmarked
Shows your bookmarked posts in your feed.
Muted (Salesforce Classic)
Shows all the posts you’ve muted. You can unmute a post here.
All Company (Salesforce Classic)
Shows posts and comments from your entire company, including posts and comments from:
• People in your company
• Public groups
• Private groups you are a member of
• Feed tracked changes for records and fields and system-generated posts, if someone liked or commented on the post. You
must have access to the record to see the post.
Company Highlights (Lightning Experience)
Shows the most popular posts across your entire company and posts with lots of engagement, like comments, likes, and views.
SEE ALSO:
Filter Your Files List
Filter and Sort Your Feeds
Use the filter and sort options to see updates that are relevant to you.
Filtering and sorting your feed is useful when you want to view a particular set of posts instead of
all posts in your feed.
IN THIS SECTION:
Filter Your Feed
Use filters to condense the number of posts that appear in your feed.
Sort Your Feed
Sort your feed by most recent posts or by most recent comments.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Available Filters Per Feed
The feed filter options vary, depending on how your administrator sets up Salesforce and which feed you’re viewing. Not all filters
are available on all feeds.
21
Collaborate with Everyone
Share Updates with People (Chatter)
Filter Your Feed
Use filters to condense the number of posts that appear in your feed.
The filters you see depend on how your administrator has set up Salesforce. Filter your feed on the
Chatter page, your profile, group pages, record detail, and search result pages. Not all filters are
available on all feeds.
• Above a feed, click
next to Show and select a filter option.
All Updates (Default)
Shows all posts and comments from people and records you follow, posts from groups
you’re a member of, and all system-generated posts.
Fewer Updates
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
– Shows all posts and comments from people and records you follow and groups you’re
a member of
– Hides system-generated posts from records that nobody has commented on
People
Shows the posts and comments from people you follow.
Groups
Shows the posts in groups you’re a member of.
Files
Shows posts that include:
– Files you follow
– File posts that someone you follow has commented on
Example: Use the Fewer Updates filter to hide system-generated posts. For example, you’re following the Acme account, and
the account executive for Acme creates an opportunity. Later, the account executive also changes a tracked field on the Acme
account. In both cases, Salesforce automatically generates an update about each change and posts the updates in your Chatter
feed and the feed on the Acme account detail page. The Fewer Updates filter hides these system-generated posts in your feed,
unless someone has commented on the posts. If you want to see the system-generated posts, select the All Updates filter.
SEE ALSO:
Available Filters Per Feed
Sort Your Feed
Sort your feed by most recent posts or by most recent comments.
1. Above a feed, click
EDITIONS
next to Show.
2. Below Sort By, select Latest Posts to sort by most recent posts, or Most Recent Activity to
sort by posts with the most recent comments, including polls with new comments.
Your feed is sorted by Most Recent Activity by default. You can toggle between sorting by Post
Date and Most Recent Activity at any time.
22
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Example: For example, let’s say you’re following many people and records and bookmarked the posts you’re interested in. At
the end of your work day, you want to know whether there are any updates for your bookmarked posts. You click Bookmarked
to view all your bookmarked posts and then sort the posts using the Most Recent Activity filter. The posts are listed in the order
of recent comments, starting with the post that has the latest comment.
SEE ALSO:
Filter Your Feed
Available Filters Per Feed
The feed filter options vary, depending on how your administrator sets up Salesforce and which
feed you’re viewing. Not all filters are available on all feeds.
Feed
Available Filters
What I Follow
• All Updates
• Fewer Updates
• People Salesforce Classic only
• Groups Salesforce Classic only
• Files Salesforce Classic only
• Questions Salesforce Classic only
• Reports Salesforce Classic only
• Teams Salesforce Classic only
• Work Salesforce Classic only
• Sort By Most Recent Activity or Latest Posts
To Me
• Sort By Most Recent Activity or Latest Posts
Muted (Salesforce Classic)
• Sort By Most Recent Activity or Latest Posts
Bookmarked
• Sort By Most Recent Activity or Latest Posts
All Company (Salesforce Classic)
• Sort By Most Recent Activity or Latest Posts
Company Highlights (Lightning Experience)
• Sort By Top Posts, Latest Posts, or Most
Recent Activity
Group
• All Updates
• Fewer Updates (Salesforce Classic)
• All Questions (Lightning Experience)
• Unanswered Questions (Lightning
Experience)
• Questions with No Best Answer (Lightning
Experience)
23
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Feed
Share Updates with People (Chatter)
Available Filters
• Questions with Best Answer (Lightning Experience)
• Sort By Most Recent Activity or Latest Posts
Profile
• All Updates (Lightning Experience)
• Posts by This User (Lightning Experience)
• Sort By Most Recent Activity or Latest Posts
Record
• All Updates (Salesforce Classic)
• Internal Only (Salesforce Classic)
• Fewer Updates (Salesforce Classic)
• Sort By Most Recent Activity or Latest Posts
SEE ALSO:
Filter Your Feed
Sort Your Feed
Feeds FAQs
I see updates to private groups in my profile feed. Who else can see these updates?
Only the members of a private group can see updates to that group, even on your profile feed.
SEE ALSO:
Post Visibility
Can I see a list of records and people I'm following?
To see people and records you follow, view the Following list on your profile and filter the results by user or by an object type. You can
also see a list of people following you in the Followers list on your profile.
SEE ALSO:
Chatter Profile Overview
Why do I only see certain people and records in my Chatter feed?
You only see updates by people and records that you follow. Follow more records and people to see more updates in your Chatter feed
on your Home tab and Chatter tab. Click People on the Chatter tab to find a list of people in your organization to follow or unfollow.
SEE ALSO:
The People and Records You Auto-Follow Initially
24
Collaborate with Everyone
Share Updates with People (Chatter)
Bookmark Posts
Keep Track of Posts with Bookmarks
Bookmarking lets you keep track of individual posts you’re interested in.
After you bookmarked a post, you can quickly find it using the Bookmarked feed on the left sidebar.
The Bookmarked feed shows you only the posts you bookmarked.
When someone comments on a post you bookmarked, you receive an email notification. Email
notifications for bookmarks are enabled by default, but you can change your email notifications on
page 16.
Bookmarks are private and other users can’t see which posts you bookmark. There is no limit on
the number of bookmarks you can add. When you are no longer interested in a post you saved,
you can remove the bookmark and the post no longer appears in your saved posts when you click
Bookmarked.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
SEE ALSO:
Like Posts and Comments
View a Particular Feed
Guidelines for Managing Your Personal Chatter Email Settings
Bookmark a Post
Track the posts you’re interested in and view your saved posts in your Bookmarked feed.
1. Click
at the top right corner of the post you want to bookmark to expand the drop-down
menu.
2. Click Bookmark.
The bookmark icon ( ) displays next to the post to indicate that you successfully saved the
post to your bookmarks.
Click
Feed > Bookmarked on the Chatter sidebar to see your saved posts in your feed.
There is no limit for the number of bookmarks. You can add as many bookmarks as you like.
SEE ALSO:
Like Posts and Comments
25
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Remove a Bookmark
1. Click
Feed > Bookmarked on the sidebar to see your saved posts in your Chatter feed.
EDITIONS
2. Find the saved post in your Chatter feed.
3. Click
at the top right corner of the post to expand the drop-down menu.
4. Click Remove Bookmark.
When you remove a bookmark from a post, the post no longer appears in your saved posts when
you click Bookmarked.
Create a Task from a Post
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Read a post that you want to follow up on? Use the Create New Task action to create a task directly
from that post.
You can create a task from any post made by you or someone else in your organization, including posts with attachments. You can’t
create a task from a system-generated post, like a record update.
1. Click
on a post.
2. Click Create New Task.
If you don’t see the Create New Task action, your Salesforce administrator didn’t enable this action for your organization.
3. In the Create New Task dialog, add a subject and a due date. If applicable, associate the task with a contact or lead and an object,
like an account. Use the search boxes to find available contacts, leads, and objects.
4. Click Create, when you’re done.
The task is assigned to you and posted to your profile feed. The task also appears in your My Tasks section on your Home tab.
Click the task subject link (1 or 2) to open the task. Click the post link (3) to display the post from which the task was created.
Viewing Your Recommendations
Chatter provides recommendations to help you identify the people, groups, files, and records that
closely relate to your job and interests. The more recommendations you accept, the more updates
you see in your feed.
• Click Follow next to the person, record, or file you want to follow.
• Click Join to become a group member.
• Click
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
to dismiss a recommendation.
26
Collaborate with Everyone
Share Updates with People (Chatter)
• Click More to display the Recommendations page where you can use the side filters to narrow your recommendations to people,
files, records, or groups.
SEE ALSO:
People Recommendations
Chatter Group Recommendations
Record Recommendations
File Recommendations
Find Information in Feeds
Searching in Feeds
Quickly find information in posts and comments across Chatter.
• Use the header search box (Global Search) to find information in feeds across Chatter.
•
To find information in a specific Chatter feed, use feed search (
) in that context.
• To create a quick shortcut to a frequently performed search in Chatter, save a feed search as a favorite and click the favorite link from
the Chatter page.
Chatter Feed Search Results
Watch a Demo:
Search in Salesforce Classic
EDITIONS
Search results for Chatter feeds display posts and comments that include your search terms.
Chatter feed searches aren’t affected by your search scope; Chatter feed search results include
matches across all objects.
Note: Changes to record fields aren't included in search results. For example, if you've enabled
feed tracking on the Billing Address field for the Acme account and modified the
Acme billing address, search results for Acme include Acme — Suzanne Powell Looking
for volunteers to help with the Acme account, but don't include Acme — Suzanne Powell
changed Billing Street to 10 Main Road.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Sort your search results by posts only or by posts and comments, just as in feeds.
• Comment on, like, share, bookmark, and delete posts in the search results, just as in feeds.
• Add, edit, or delete topics on posts in the search results, just as in feeds.
• Follow, share, download, preview, and upload new versions of files in the search results, just as in feeds.
• View the detail pages for Chatter files, groups, topics, and people by clicking the respective name in the update.
• View a single feed update by clicking the timestamp below the update, for example, Yesterday at 12:57 AM.
• Click Add to Favorites to save a Chatter feed search to your favorites on the Chatter tab.
To view search results for records, such as accounts, contacts as well as Chatter people, groups, topics, and files, click Records at the top
left of the page.
Tip: For a more focused search of the feeds in a specific group, profile, record, or other Chatter feed, use feed search.
27
Collaborate with Everyone
Share Updates with People (Chatter)
Search a Feed
Use feed search to find information in a specific context.
Available in: both Salesforce Classic and Lightning Experience
Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions
You can search for information in feeds on records, groups, topic pages, user profiles, and on the Chatter and Home tabs. A contextual
feed search is helpful when you want to confirm if something was once discussed in that specific feed.
1.
2.
Click
above the feed to look for information in that feed. For example, use the feed search on a group’s page to find information
in that group.
Type your search terms and press ENTER or click
.
You can search for hashtag topics, mentions, and files posted in the feed, or refine your search using wildcards, operators, and
quotation marks to match on exact phrases.
Tip: To search for hashtag topics with multiple words, use brackets after the hashtag and around the words. For example, to
find all instances of #Universal Paper, type #[universal paper] in the search box.
Search results display with matching terms highlighted. Filters or sorting criteria used in the feed apply to feed search results as well.
Click
to clear your search results and return to the feed.
Feed search behavior may vary slightly depending on where you perform the search.
• Feed search is not supported for feeds on list views.
• You can only search feeds you have access to via sharing rules.
• On the Chatter tab, feed search results are also limited by your feed type selections. For example, if you select the To Me feed type,
and select additional filters and sorting criteria, all of those criteria apply to the feed search results.
28
Collaborate with Everyone
Share Updates with People (Chatter)
• Feed search results are limited to the posts that are accessible from the context you search within. For example, if you search the
feed on a user’s profile, the results include the posts and comments accessible from the user’s profile. This includes both the posts
and comments shared by or with the user.
• Feed search returns matches for file or link names shared in posts, but not in comments.
• Record field changes aren’t included in record feed search results.
Adding a Chatter Feed Search as a Favorite
Add a Chatter feed search as a favorite to access feed updates quickly without leaving the Chatter
tab.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
1. Enter terms in the header search box and click Search.
2. Click Search Feeds to see the posts and comments that include your search terms.
3. Click Add to Favorites.
Example:
29
Collaborate with Everyone
Share Updates with People (Chatter)
The favorite name on the Chatter page is the same as the search terms you entered. For example, if you searched for competitive
analysis, your favorite is competitive analysis.
Tip: Save a search for a Chatter group name as a favorite to quickly access the group feed from the Chatter page. Similarly,
save a search for a person's name as a favorite to quickly see that person's posts, comments, and mentions.
SEE ALSO:
Chatter Feed Search Results
Chatter Favorites Overview
Available in: Salesforce Classic
Available in: Group, Enterprise, Professional, Performance, Unlimited, Contact Manager, and Developer Editions
Chatter favorites on the Chatter tab give you easy access to list views, Chatter feed searches, and topics that you want to stay on top of.
For example, if you and your coworkers use the hashtag topic #acme to track information about your customer Acme, you might want
to add #acme as a favorite so you can easily access these updates without leaving the Chatter tab.
You can have up to 50 favorites. If you haven't added any favorites, the Favorites section doesn't appear on the Chatter tab.
Chatter displays the four favorites most recently added or viewed.
• Click a favorite to see the updates.
• Click X more to see all your favorites.
• Click
, which appears on hover, to remove a favorite.
30
Collaborate with Everyone
Share Updates with People (Chatter)
Chatter Streams
Chatter streams are custom feeds that you create by combining multiple related feeds. Look for
streams on your Chatter home page. Create up to 100 streams that each combine posts from up
to 25 different feeds and feed types. Create streams that combine feeds from people, groups, and
records, like accounts, opportunities, cases, and more.
Visit the stream home by clicking the Streams heading on the Chatter home page.
31
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer editions
Collaborate with Everyone
Share Updates with People (Chatter)
The streams home lists all your streams and shows the people and records that you added. Each stream has its own row and its own set
of row actions, including Edit and Delete.
Click the number of records on a row to see a full list of people and records that you added to the stream.
Click a stream name to open that stream. Once there, you can see that the stream page has some actions of its own.
Use them to edit the stream, set up stream notifications, and delete the stream.
Each stream has a couple of filters. Choose All Updates to see everything, including Feed Tracked Changes (FTCs) in the stream. Choose
Fewer Updates to omit FTCs from the stream.
32
Collaborate with Everyone
Share Updates with People (Chatter)
Note: Feed tracking tracks changes to objects and fields and posts them as updates in Chatter. Users who follow a record see the
updates in their Chatter feed.
When you create a stream, an Every Post option is available in the create dialog for enabling notifications for the stream. Every Post
is the default setting. Notifications are sent to you via email and are pushed to your in-app notifications. Select Never to prevent
notifications from this stream. You can also visit a stream page to adjust its notification settings.
Note: Because a stream is made up of multiple feeds, no publisher is provided for posting to a stream.
IN THIS SECTION:
Create Chatter Streams
Create a Chatter stream to get a combined view of feeds from the profiles, groups, and records that you select. Create up to 100
Chatter streams. Include up to 25 feeds in each stream. You don’t have to follow a person, group, or record before you add it to a
stream. The great thing about adding a feed to a stream is it doesn’t count against the number of follows you’re allowed. You can
create a Chatter stream from the Chatter home page, from the streams home page, and from a profile or record detail.
Edit a Chatter Stream
Edit a stream to change its name or to add or remove some of its feeds. You can edit a Chatter stream from the streams home page
or from the stream itself.
Set Up Notifications for a Chatter Stream
Notification settings are available in the New Stream dialog and on the stream itself. You can create a stream and decide later whether
you want to be notified when new posts are added to a stream. The default is to send a notification for every new post. So if you
create a stream without touching its notification settings, you receive email and in-app notifications for that stream. If you like, you
can change the default later in the stream feed.
Delete a Chatter Stream
You can delete a Chatter stream from the streams home page and from the stream itself. Deleting a Chatter stream doesn’t delete
the records or posts it contains. It deletes only the stream, which frees up space for you to add new streams.
33
Collaborate with Everyone
Share Updates with People (Chatter)
Create Chatter Streams
Create a Chatter stream to get a combined view of feeds from the profiles, groups, and records that
you select. Create up to 100 Chatter streams. Include up to 25 feeds in each stream. You don’t have
to follow a person, group, or record before you add it to a stream. The great thing about adding a
feed to a stream is it doesn’t count against the number of follows you’re allowed. You can create a
Chatter stream from the Chatter home page, from the streams home page, and from a profile or
record detail.
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer editions
IN THIS SECTION:
Create a Stream from the Chatter Home Page
The Chatter home page lists up to five of your streams and provides a control for adding more.
Create a Stream from the Streams Home Page
You can get to the streams home page by clicking the Streams heading on the Chatter home page. The Streams home page has
controls for managing existing streams and creating new ones.
Create a Stream from a Profile or Record Detail
Once you create one stream, the Follow button on profile and record detail pages changes. A plus sign appears before the button
label and more options become available for adding the profile or record feed to an existing stream. There’s also an option to add
the feed to a stream you create on the spot.
SEE ALSO:
Chatter Streams
Edit a Chatter Stream
Delete a Chatter Stream
Create a Stream from the Chatter Home Page
The Chatter home page lists up to five of your streams and provides a control for adding more.
To create a Chatter stream, provide a title and select the feed types and feeds you want in your
stream.
1. Go to the Chatter home page, and click the
New Stream dialog (2).
icon next to the Streams heading to open the
2. Enter a name for your stream.
3. In the Records to Follow field, click the down arrow (3) and choose a type of feed you want
to add to your stream.
34
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer editions
Collaborate with Everyone
Share Updates with People (Chatter)
4. When you’ve made a selection, click in Records to Follow again to search for the selected type of feed (4).
5. Select a listed feed.
35
Collaborate with Everyone
Share Updates with People (Chatter)
Repeat steps 3 through 5 until you have all the feeds (up to 25) that you want in this stream (5).
Note: You can add up to 25 unique record, group, and profile feeds to a stream. If your access to any of the 25 is removed,
the removed entity is still counted as part of the 25. You can't replace it with something else.
To include a person account in your stream, add it as an Account in the Include in Stream field. If you add a person account
as a Contact, the related feed posts don’t appear.
6. Set up notifications for this stream by selecting either Every Post or Never (6). Every Post is the default. It gives you email and
in-app notifications whenever a new post is added to the stream. Never turns off notifications for this stream.
36
Collaborate with Everyone
Share Updates with People (Chatter)
7. To save your selections, click Save.
8. To save your stream, click Save again.
Your stream is listed in the left column on the Chatter home page, under the Streams heading (7). To open the stream, click its name.
Note: If your stream isn’t listed on the Chatter home page, click the Streams heading to go to the streams home page. All
the streams that you created are listed there.
Create a Stream from the Streams Home Page
You can get to the streams home page by clicking the Streams heading on the Chatter home page.
The Streams home page has controls for managing existing streams and creating new ones.
EDITIONS
To create a Chatter stream, provide a title and select the feed types and feeds you want in your
stream.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer editions
1. To open the Streams home page, go to the Chatter home page and click the Streams heading.
37
Collaborate with Everyone
Share Updates with People (Chatter)
2. To open the New Stream dialog (2), click New.
3. Enter a name for your stream.
4. In the Records to Follow field, click the down arrow (3) and choose a type of feed you want to add to your stream.
5. When you’ve made a selection, click in Records to Follow again to search for the selected type of feed (4).
6. Select a listed feed.
38
Collaborate with Everyone
Share Updates with People (Chatter)
Repeat steps 3 through 5 until you have all the feeds (up to 25) that you want in this stream (5).
Note: You can add up to 25 unique record, group, and profile feeds to a stream. If your access to any of the 25 is removed,
the removed entity is still counted as part of the 25. You can't replace it with something else.
To include a person account in your stream, add it as an Account in the Include in Stream field. If you add a person account
as a Contact, the related feed posts don’t appear.
7. Set up notifications for this stream by selecting either Every Post or Never (6). Every Post gives you email and in-app notifications
whenever a new post is added to the stream. Never turns off notifications for this stream.
39
Collaborate with Everyone
Share Updates with People (Chatter)
8. To save your selections, click Save.
9. To save your stream, click Save again.
Your stream is listed in the left column on the Chatter home page, under Streams (7). To open the stream, click its name.
Note: If your stream isn’t listed on the Chatter home page, click the Streams heading to go to the streams home page. All
the streams that you created are listed there.
Create a Stream from a Profile or Record Detail
Once you create one stream, the Follow button on profile and record detail pages changes. A plus
sign appears before the button label and more options become available for adding the profile or
record feed to an existing stream. There’s also an option to add the feed to a stream you create on
the spot.
Before you can create a stream from a profile or record detail, you must already have created at
least one stream.
1. Go to the profile or record detail you want to add to a new stream.
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer editions
2.
Click
, and select New Stream.
3. Enter a name for your stream.
Notice the profile or record feed that you started from is already added to the Records to Follow field. To add more record or profile
feeds, continue with Step 4. To finish the process, go to Step 7.
4. Click in the Records to Follow field, then click the down arrow (3) and choose a type of feed you want to add to your stream.
40
Collaborate with Everyone
Share Updates with People (Chatter)
5. When you’ve made a selection, click in Records to Follow again and enter a search term to find a feed of that type (4).
6. Select a listed feed.
41
Collaborate with Everyone
Share Updates with People (Chatter)
Repeat steps 4 through 6 until you have all the feeds (up to 25) that you want in this stream (5).
Note: You can add up to 25 unique record, group, and profile feeds to a stream. If your access to any of the 25 is removed,
the removed entity is still counted as part of the 25. You can't replace it with something else.
To include a person account in your stream, add it as an Account in the Include in Stream field. If you add a person account
as a Contact, the related feed posts don’t appear.
7. Set up notifications for this stream by selecting either Every Post or Never (6). Every Post is the default. It gives you email and
in-app notifications whenever a new post is added to the stream. Never turns off notifications for this stream.
42
Collaborate with Everyone
Share Updates with People (Chatter)
8. To save your selections, click Save.
9. To save your stream, click Save again.
Your stream is listed in the left column on the Chatter home page, under the Streams heading (7). To open the stream, click its name.
Note: If your stream isn’t listed on the Chatter home page, click the Streams heading to go to the streams home page. All
the streams that you created are listed there.
Edit a Chatter Stream
Edit a stream to change its name or to add or remove some of its feeds. You can edit a Chatter
stream from the streams home page or from the stream itself.
IN THIS SECTION:
Edit a Chatter Stream from the Streams Home Page
The streams home page lists all the streams you created. Each stream has its own list row that
provides actions you can perform on that stream, including the Edit action.
Edit a Chatter Stream from the Stream
Each stream has its own Edit action that you can access by navigating to the stream.
SEE ALSO:
Chatter Streams
Create Chatter Streams
Delete a Chatter Stream
43
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Edit a Chatter Stream from the Streams Home Page
The streams home page lists all the streams you created. Each stream has its own list row that
provides actions you can perform on that stream, including the Edit action.
EDITIONS
1. Go to the Chatter home page, and click the Streams heading to open the streams home page.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
2.
On the row that lists the stream you want to edit, click the
icon and select Edit to open the Edit Stream dialog.
44
Collaborate with Everyone
Share Updates with People (Chatter)
3. Edit the stream.
• Edit the stream name.
• To add more feeds to the stream, click in the Records to Follow field to select a feed type. And follow the steps in Create a
Stream from the Streams Home Page.
• To remove a feed from the stream, click its
icon.
4. To save your changes, click Save.
5. To save your stream, click Save again.
Edit a Chatter Stream from the Stream
Each stream has its own Edit action that you can access by navigating to the stream.
The Chatter home page lists your five most recently accessed streams. Click a stream name to open
it. If the stream you want to edit is not listed, click the Streams heading to navigate to the streams
home page. There you can locate your stream, and click its name to open it.
1. Once you open the stream, click its Edit button to open the Edit Stream dialog.
45
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
2. Edit the stream.
• Edit the stream name.
• To add more feeds to the stream, click in the Records to Follow field to select a feed type. And follow the steps in Create a
Stream from the Streams Home Page.
• To remove a feed from the stream, click its
icon.
3. To save your changes, click Save.
4. To save your stream, click Save again.
Set Up Notifications for a Chatter Stream
Notification settings are available in the New Stream dialog and on the stream itself. You can create
a stream and decide later whether you want to be notified when new posts are added to a stream.
The default is to send a notification for every new post. So if you create a stream without touching
its notification settings, you receive email and in-app notifications for that stream. If you like, you
can change the default later in the stream feed.
The Chatter home page lists your five most recently accessed streams. Click a stream name to open
it. If the stream you want to set notifications for is not listed, click the Streams heading to navigate
to the streams home page. There you can locate your stream, and click its name to open it.
1. Once you open the stream, click its Notifications button to open the Set Notifications dialog.
46
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
2. Click a notifications option.
• Every Post to get an email and an in-app notification whenever a new post is added to the stream.
• Never to turn off notifications for this stream.
Delete a Chatter Stream
You can delete a Chatter stream from the streams home page and from the stream itself. Deleting
a Chatter stream doesn’t delete the records or posts it contains. It deletes only the stream, which
frees up space for you to add new streams.
IN THIS SECTION:
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer editions
Delete a Chatter Stream from the Streams Home Page
The streams home page lists all your streams, and each row provides a set of actions you can
perform on the listed stream, including the Delete action. Deleting a Chatter stream doesn’t
delete the records or posts it contains. It deletes only the stream, which frees up space for you to add new streams.
47
Collaborate with Everyone
Share Updates with People (Chatter)
Delete a Chatter Stream from the Stream
Once you navigate to a stream, a Delete action is available for deleting the stream. Deleting a Chatter stream doesn’t delete the
records or posts it contains. It deletes only the stream, which frees up space for you to add new streams.
SEE ALSO:
Chatter Streams
Create Chatter Streams
Edit a Chatter Stream
Delete a Chatter Stream from the Streams Home Page
The streams home page lists all your streams, and each row provides a set of actions you can perform
on the listed stream, including the Delete action. Deleting a Chatter stream doesn’t delete the
records or posts it contains. It deletes only the stream, which frees up space for you to add new
streams.
1. On the Chatter home page, click the Streams heading to open the streams home page.
2.
On the row that lists the stream you want to delete, click the
icon and select Delete.
3. In the Delete dialog, click Delete.
48
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer editions
Collaborate with Everyone
Share Updates with People (Chatter)
Delete a Chatter Stream from the Stream
Once you navigate to a stream, a Delete action is available for deleting the stream. Deleting a
Chatter stream doesn’t delete the records or posts it contains. It deletes only the stream, which
frees up space for you to add new streams.
The Chatter home page lists your five most recently accessed streams. Click a stream name to open
it. If the stream you want to edit is not listed, click the Streams heading to navigate to the streams
home page. There you can locate your stream, and click its name to open it.
1. Once you’ve navigated to a stream, click its Delete button.
2. In the Delete dialog, click Delete.
Work with Posts
Share information and collaborate with other people inside and outside your organization.
IN THIS SECTION:
Posting Overview
Use the Chatter publisher to post, comment, ask questions, and create polls.
Post Visibility
Can I prevent people from seeing my posts?
Do posts that I make on a group appear on my profile where others can see them?
Mute a Post
Control what appears in your news feed and mute posts you’re no longer interested in.
49
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer editions
Collaborate with Everyone
Share Updates with People (Chatter)
Live Feeds
When you’re in a group in Lightning Experience, the Chatter feed is live. Live feeds offer real-time posts and comments without
requiring a page refresh. You see content when it’s posted.
Live Comments
In Lightning Experience feeds, comments are live. Live comments offer a real-time comment experience that doesn’t require a page
refresh. You see comments when they’re posted.
Who Can See My Attached Files and Links?
Share files and links with people by attaching them to posts or comments.
Posting Overview
Use the Chatter publisher to post, comment, ask questions, and create polls.
The publisher appears on your Home tab, Chatter tab, user profile page, group, and record detail
pages. Use the publisher to write a post, comment on a post, attach a file or link to your post, add
a poll, or ask a question. Posts and comments can be up to 10,000 characters long. Use the rich text
editor to format your posts. Publisher actions include styling text and removing text styles, adding
lists, adding inline images and emojis, @mentioning someone, and attaching a file.
1. Post tab
2. Poll tab
3. Question tab
4. Font styles, including remove styles action
5. List styles
50
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
6. Inline image and emoji actions
7. @Mention action
8. Add file action
Tip: In Lightning Experience, you can use the keyboard to complete posts and comments. On Windows, enter content and press
Ctrl+Enter. On macOS, press either Control+Enter or Command+Enter.
In questions, shortcut keys work with question details, but not on the question itself. So if you ask a question but don’t include
details, the shortcuts don’t work. When you include details with the question, shortcuts work.
By default, the publisher displays the Post, Poll, and Question actions. Your Salesforce administrator can change the order of the actions
and add more actions. Therefore, the actions you see depend on how your administrator configured the publisher.
When you post to a feed, everyone with access to the feed can comment on, like, or share the post. Other actions can appear on the
overflow menu.
In Lightning Experience, comments are live and don’t require a page refresh to update.
Note: Live comments is a new feature with lots of potential for enhancement and a few known issues.
• When new comments are made on a feed post that you’re engaged in, you receive notifications only in Lightning Experience.
Notifications appear when you’re actively typing comments or you’ve clicked in the comments box.
• The number of participants supported for live comments depends on your org’s subscription limits. If you’re not getting live
comments, click in a comment field. If comments still aren’t live, looks like your org has hit its limit! You can still get updates
the old-fashioned way by refreshing the page.
Click Edit to modify your own posts and comments. If you’re a group owner or manager, you can also edit other people’s posts on the
group feed. Click Delete to remove your post from the feed. However, you can’t delete other people’s posts or posts about feed tracked
changes.
Note: If the Edit option isn’t available on posts or comments, either your administrator disabled this feature for your organization
or Accessibility Mode is enabled. Because Chatter doesn’t support Accessibility Mode, post and comment editing become unavailable
when it’s on.
SEE ALSO:
Post Visibility
Live Feeds
Live Comments
51
Collaborate with Everyone
Share Updates with People (Chatter)
Post Visibility
The following table describes where you can post and where your post displays.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
52
Collaborate with Everyone
I’m posting on
Share Updates with People (Chatter)
I can post to
Home tab, Chatter tab, or My followers
my profile
Who gets my post
directly?
Where does my post File Considerations
show up?
• People following you • Everyone who
see your post in the
navigates to your
What I Follow feed.
profile can see your
post on your profile.
• People that are
mentioned in the
• Your post shows up
post see the post in
in feed search results.
the What I Follow, To • Everyone can see
Me, and profile feeds.
your post in the All
Company feed
(Salesforce Classic).1
A public group
• Members of this
group see your post
in the What I Follow
feed.
• Everyone who
navigates to the
group can see your
post on the group
page.
• Group members that
are mentioned in the • Your post shows up
post see the post in
in feed search results.
the What I Follow, To • Everyone can see
Me, and profile feeds.
your post in the All
If you attach a file to the
post, the file is available
to all employees. The file
also shows up in search
results and file lists.
If you attach a file to the
post, the file is available
to anyone who has
access to the group. The
file also shows up in
search results and file
lists.
Company feed.
A private group
Only members of the
group see your post on
the group feed, in feed
search results and in the
All Company feed.
If you attach a file to the
post, the file is available
to anyone who has
access to the group. The
file also shows up in
search results and file
lists.
Only group members and
users with the “Manage
Unlisted Groups”
permission see your post
in the group feed, the All
• Group members that
Company feed, and on
are mentioned in the
your profile.
post see the post in
the What I Follow, To
Me, and profile feeds.
If you attach a file to the
post, the file is viewable
and searchable by
anyone who has access
to the group.
• Members of this
group see your post
in the What I Follow
feed.
• Group members that
are mentioned in the
post see the post in
the What I Follow, To
Me, and profile feeds.
An unlisted group
• Members of this
group see your post
in the What I Follow
feed.
A customer group
• Members of this
group see your post
53
Only members of the
group see your post on
If you attach a file to the
post, the file is available
Collaborate with Everyone
I’m posting on
Share Updates with People (Chatter)
I can post to
Who gets my post
directly?
Where does my post File Considerations
show up?
in the What I Follow
feed.
Topic detail page
My followers
the group feed, in feed
search results, and in the
• Group members that All Company feed.
are mentioned in the Members include
post see the post in employees and
the What I Follow, To customers.
Me, and profile feeds.
to anyone who has
access to the group. The
file also shows up in
search results and file
lists.
• People following you • Everyone can see
see your post in the
your post on the
What I Follow feed.
topic detail page.
If you attach a file to the
post, the file is available
to all employees. The file
also shows up in search
results and file lists.
• People that are
• Everyone who
mentioned in the
navigates to your
post see the post in
profile can see your
the What I Follow, To
post on your profile.
Me, and profile feeds. • Your post shows up
in feed search results.
• Everyone can see
your post in the All
Company feed.
A public group
• Members of this
group see your post
in the What I Follow
feed.
• Everyone can see
your post on the
topic detail page.
• Everyone who
navigates to the
• Group members that
are mentioned in the
group can see your
post see the post in
post on the group
the What I Follow, To
page.
Me, and profile feeds. • Your post shows up
If you attach a file to the
post, the file is available
to anyone who has
access to the group. The
file also shows up in
search results and file
lists.
in feed search results.
• Everyone can see
your post in the All
Company feed.
A private group
1
Only members of the
group see your post on
the topic detail page,
group feed, in feed search
results and in the All
• Group members that
Company feed.
are mentioned in the
• Members of this
group see your post
in the What I Follow
feed.
If you attach a file to the
post, the file is available
to anyone who has
access to the group. The
file also shows up in
This footnote applies to all mentions of the All Company feed in this table: The Company Highlights feed in Lightning Experience
may show the post, depending on its popularity ranking and engagement (such as comments, likes, and views).
54
Collaborate with Everyone
I’m posting on
Share Updates with People (Chatter)
I can post to
Who gets my post
directly?
Where does my post File Considerations
show up?
post see the post in
the What I Follow, To
Me, and profile feeds.
A customer group
An unlisted group
search results and file
lists.
Only members of the
group see your post on
the topic detail page,
group feed, in feed search
results, and in the All
• Group members that
Company feed. Members
are mentioned in the
include employees and
post see the post in
customers.
the What I Follow, To
Me, and profile feeds. Although customers see
your post, they don’t see
or have access to topics.
• Members of this
group see your post
in the What I Follow
feed.
If you attach a file to the
post, the file is available
to anyone who has
access to the group. The
file also shows up in
search results and file
lists.
You can’t use topics in unlisted groups. You can add a hashtag topic when writing a post or comment in
an unlisted group, and the topic will be formatted as a link after you post. However, a topic detail page isn’t
created, and the link won’t work.
Another person’s profile That person’s profile only • People following this • Everyone who
person see your post
navigates that
in the What I Follow
person’s profile can
feed.
see your post on your
profile.
• People that are
If you attach a file to the
post, the file is available
to all employees. The file
also shows up in search
results and file lists.
mentioned in the
• Your post shows up
post see the post in
in feed search results.
the What I Follow, To • Everyone can see
Me, and profile feeds.
your post in the All
Company feed.
A public group
To the public group only • Members of this
group see your post
in the What I Follow
feed.
• Everyone who
navigates to the
group can see your
post on the group
page.
• Group members that
are mentioned in the • Your post shows up
post see the post in
in feed search results.
the What I Follow, To • Everyone can see
Me, and profile feeds.
your post in the All
If you attach a file to the
post, the file is available
to anyone who has
access to the group. The
file also shows up in
search results and file
lists.
Company feed.
A private group
To the private group only • Members of this
group see your post
55
Only members of the
group see your post on
the group feed, in feed
If you attach a file to the
post, the file is available
to anyone who has
Collaborate with Everyone
I’m posting on
Share Updates with People (Chatter)
I can post to
Who gets my post
directly?
Where does my post File Considerations
show up?
in the What I Follow
feed.
search results, and in the access to the group. The
All Company feed.
file also shows up in
search results and file
• Group members that
lists.
are mentioned in the
post see the post in
the What I Follow, To
Me, and profile feeds.
An unlisted group
To the unlisted group
only
Only members of the
group see your post on
the group feed, in feed
search results, and in the
All Company feed.
If you attach a file to the
post, the file is viewable
and searchable by
anyone who has access
to the group.
Only members of the
group see your post on
the group feed, in feed
search results, and in the
All Company feed.
• Group members that
Members include
are mentioned in the
employees and
post see the post in
customers.
the What I Follow, To
Me, and profile feeds.
If you attach a file to the
post, the file is available
to anyone who has
access to the group. The
file also shows up in
search results and file
lists.
Everyone with permission
to access the record can
see your post on the
record detail page, on
your profile, in feed
search results, and in the
All Company feed.
If you attach a file to the
post, the file is associated
with the record. Everyone
with sharing rights to the
record has access to the
file.
• Members of this
group and users with
the “Manage Unlisted
Groups” permission
see your post in the
What I Follow feed.
• Group members that
are mentioned in the
post see the post in
the What I Follow, To
Me, and profile feeds.
A customer group
To the customer group
only
• Members of this
group see your post
in the What I Follow
feed.
A record page
To the record only
• Everyone following
this records and has
permission to access
the record sees your
post in the What I
Follow feed.
• People that are
mentioned in the
post and have
permission to access
the record see the
post in the What I
Follow, To Me, and
profile feeds.
56
Collaborate with Everyone
Share Updates with People (Chatter)
Note: You can’t create new posts on archived groups. Comments on existing posts in an archived group follow the same visibility
settings as before the group was archived.
Can I prevent people from seeing my posts?
Anyone except customers can see your posts on your profile, and people following you can see your posts in their Chatter feed. However,
if you change a record, only people who have permission to see the record can see the record update a feed.
SEE ALSO:
Send Chatter Messages
Do posts that I make on a group appear on my profile where others can see them?
Yes, but who can see the posts depends on the type of group. If you post to a group that is:
• Public, anyone except customers can see the post on your profile.
• Private, only other group members can see the post on your profile.
• Private and allows customers, all members can see the post in the group. Customers who are members of the group can see your
posts on the group page but not on your profile.
• Unlisted, only group members and users with the “Manage Unlisted Groups” permission can see the post on your profile. Customers
who are members of the group can see your posts on the group page but not on your profile.
SEE ALSO:
Chatter Groups
Mute a Post
Control what appears in your news feed and mute posts you’re no longer interested in.
You can mute posts from the feed and from a feed post’s detail view. Muting is available on the
Home and Chatter tabs and on groups, but not on profile or record feeds. If your admin enabled
email replies, you can mute posts by replying to post emails with the single word mute.
Note: In Lightning Experience, you can mute a feed item in a group from its detail view. To
navigate to a group feed item’s detail view, click the post’s date/time information.
To mute a post in a feed, select Mute from the post’s drop-down menu.
To mute a post from its detail view:
1. Go to detail view in the feed by clicking the post’s date stamp, or, in an email notification, by
clicking the View/Comment button.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
2. From the post’s drop-down menu, select Mute.
After you muted a post,
• In Salesforce Classic, the post no longer appears in your feed on the Home and Chatter tab. In Lightning Experience and in communities
based on the Customer Service (Napili) template, the post stays in place.
• You no longer get notifications for updates to that post.
• You can use the Muted filter to view your muted posts.
57
Collaborate with Everyone
Share Updates with People (Chatter)
• If someone mentions you on a muted post, the post is automatically unmuted. It reappears in your feed and if you have email
notifications enabled, you get a notification about the update.
• If the post was originally posted to a group, profile, or record feed, it still appears on that feed.
For example, someone posts to a group that you’re a member of. The post appears on the group feed and your news feed on the
Home and Chatter tab. You can mute the post in your news feed, but the post remains visible in the group feed.
Example: Here’s how you mute a post from the drop-down menu.
To view all posts you muted, select the Muted filter.
58
Collaborate with Everyone
Share Updates with People (Chatter)
Live Feeds
When you’re in a group in Lightning Experience, the Chatter feed is live. Live feeds offer real-time
posts and comments without requiring a page refresh. You see content when it’s posted.
EDITIONS
In a live feed, new posts trigger a message that appears briefly at the top of the feed (1).
Available in: Lightning
Experience
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
59
Collaborate with Everyone
Share Updates with People (Chatter)
Live comments appear in all feeds in Lightning Experience and not just group feeds. While people are entering comments, an animation
shows activity on the post (2). When a live comment is first posted, it briefly flashes yellow.
60
Collaborate with Everyone
Share Updates with People (Chatter)
There are a few differences between live and non-live, or served, feeds:
• Live feeds show content posted by users—that is, by human beings. They don’t show system-generated posts, like feed tracked
changes (FTCs) and custom event posts. (To see these posts, refresh the feed.)
• Live feeds show content posted directly to the group feed. They don’t show posts that were mentioned into the group nor edits
made to existing posts. (Refresh the feed.)
• A live feed is as good as its network connection. It’s possible that some posts are not served up live nor appear in the exact order
that they were posted. Consider refreshing the feed from time-to-time to get all the goodness.
If you go idle for awhile or navigate away from a live feed, refresh the page to make it live.
For developers, live updates are not transactional. The server and the browser are a distributed system, and there is no transaction
coordination between them. The served feed is a snapshot of the state of the feed in time. The live feed is a series of incremental updates
to the current page, which are best efforts. They're not intended to be equivalent to the snapshot delivered by the next served page.
Live feeds are optimized for human consumption. We don't recommend writing code that consumes them that depends on the delivery
of specific entities or the format of the pushed (live) data.
Note: The number of participants supported in a live feed depends on your org s subscription limits. If you're not getting a live
group feed or live comments, refresh the page or click in a comments field. If the feed still isn't live, it’s likely that your org has hit
its limit. You can still get updates the old-fashioned way by refreshing the page.
Live Comments
In Lightning Experience feeds, comments are live. Live comments offer a real-time comment
experience that doesn’t require a page refresh. You see comments when they’re posted.
EDITIONS
To see live comments in a feed, you must be subscribed. Subscription is easy:
Available in: Lightning
Experience
• Click in the Comment field.
• Post something
• Click more comments
If you go idle for awhile or navigate away from a feed, click in a comment field to resubscribe.
When you are subscribed to live comments in a feed, a typing indicator shows you when people
are actively entering comments.
61
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
When the comment is posted, it briefly flashes yellow.
• When new comments are made on a feed post that you’re engaged in, you receive notifications only in Lightning Experience.
Notifications appear when you’re actively typing comments or you’ve clicked in the comments box.
• The number of participants supported for live comments depends on your org’s subscription limits. If you’re not getting live comments,
click in a comment field. If comments still aren’t live, it’s likely that your org has hit its limit. You can still get updates the old-fashioned
way by refreshing the page.
62
Collaborate with Everyone
Share Updates with People (Chatter)
Mention People and Groups
@Mention People and Groups in Posts and Comments
@Mention individual people or a group to keep them informed when you're discussing something
relevant to them.
EDITIONS
1. When you write a post, type @ followed by the first few letters of the person or group name.
Available in: both Salesforce
Classic and Lightning
Experience
2. Select the person or group from the list of matches.
The list includes all matches for
• People, typically users you interact with the most
• Public groups
• Private groups you’re a member of
You can have up to 25 mentions in a single post or comment. You can’t mention archived
groups, unlisted groups, customer groups, and private groups you’re not a member of.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
3. Click Share to post your update.
After you posted your update,
• The person's name becomes a link to their profile, and the group name becomes a link to the group page.
• For people you mention, your update appears on the mentioned person's profile feed and in their To Me feed.
• For people who choose to receive emails when mentioned, Chatter sends an email notification.
Note: There’s an exception: if you @mention yourself, you don’t receive a notification.
• For groups you mention,
– Your update appears on the group feed and each group member’s What I Follow feed.
– Chatter sends an email notification to the group members who enabled the Email Every Post preference for the group.
Note: On mobile devices, we don't currently send push notifications for group mentions.
– If the mention is on a record feed, the record appears in the group records list.
Example: Your coworker Madison posts that she’s looking for information about an Acme product feature. You reply to Madison's
post with the comment: “Talk to @Bob Smith—he’s the Acme account manager. @Acme Products, do you have any additional
information for Madison about this feature?” Both Bob Smith (if he chose to receive emails when mentioned) and members of the
Acme Products group get an email notification about your post. Madison can click @Bob Smith in the update to view Bob's profile,
or click @Acme Products to see their group page.
Chatter enforces security and sharing rules in Salesforce. Let’s say you make a post to a record or a private or unlisted group and @mention
someone who doesn't have access to that record or isn't a member of the group. In this case, the @mention appears as a gray link. The
mentioned person can’t see your post and doesn’t get notified about the post. For example, Madison creates a private group for her
project team and forgets to add her coworker Sandy Dunn to the group. When Madison posts an update to this group and @mentions
63
Collaborate with Everyone
Share Updates with People (Chatter)
Sandy Dunn, Sandy isn’t notified about the update. Sandy also and can’t see the update because she's not a member of the private
group. If Madison later adds Sandy to the group, Chatter doesn't notify Sandy about the previous mentions.
SEE ALSO:
Share a Chatter Post
Share a Link to a Chatter Post
View a Single Chatter Post
User and Group @Mentions—Visibility
User and Group @Mentions—Visibility
When you @mention people or groups in an update, anyone who has access to the update can see the post and all comments.
Available in: Salesforce Classic and Lightning Experience
Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions
This table describes where you can find posts and comments that mention people, public groups, and private groups. You can’t mention
private groups with customers and unlisted groups.
If the post was made on
And mentions
Then these people can see the post and comments
A person’s profile
Other people
Anyone with access to the person’s profile.
Public group
Anyone with access to the person’s profile.
Private group
Anyone with access to the person’s profile, even if they’re not a
member of the private group.
Other people
Anyone with access to public group A.
Public group B
Anyone with access to public group A.
Private group
Anyone with access to public group A, even if they’re not a
member of the private group.
Other people
Members of private group A.
Public group
Members of private group A.
Private group B
Members of private group A, even if they’re not a member of
private group B. People who are members of both private groups
can also see the post in the feed of private group B.
Other people
Members of unlisted group A and users with the “Manage Unlisted
Groups” permission.
Public group
Members of unlisted group A and users with the “Manage Unlisted
Groups” permission.
Private group B
Members of private group B who are members of unlisted group
A or have the “Modify Unlisted Groups” permission.
Public group A
Private group A
Unlisted group A
64
Collaborate with Everyone
Share Updates with People (Chatter)
If the post was made on
And mentions
Then these people can see the post and comments
Record detail page
Other people
People with sharing access to the record.
Public group
People with sharing access to the record.
Private group
People with sharing access to the record, even if they’re not a
member of the private group.
The visibility of posts and comments depends on sharing access to the post. Anyone with access to the original post also has access to
all subsequent comments on the post.
Who Can See My Attached Files and Links?
Share files and links with people by attaching them to posts or comments.
Available in: Salesforce Classic
Available in: Group, Enterprise, Professional, Performance, Unlimited, Contact Manager, and Developer Editions
Attach links and files to posts and comments from your device, Salesforce Files, Files Connect external sources, and Salesforce CRM
Content libraries. All file types are supported, including everything from Microsoft® PowerPoint presentations and Excel spreadsheets,
to Adobe® PDFs and image files. Audio and video files can be uploaded and downloaded, but not parsed or previewed.
This table describes who can see a file that you attached and where it appears:
If You Attach a File:
Who Can See It?
Where Does it Appear?
On a Chatter feed
All Chatter users in your company
• In your and your followers' Chatter
feeds, and profile
• On the Files list and Salesforce CRM
Content of all Chatter users in your
company
On your Chatter profile or on someone else's All Chatter users in your company
Chatter profile
• In your feed, their feed, your followers'
feeds, and their followers' feeds and
profiles
• In the Files Owned list on your profile
• On the Files list and Salesforce CRM
Content of all Chatter users in your
company
On a public group
All Chatter users in your company
• In your feed, your followers' feeds, and
the group members' feeds
• In your feed on your profile
• In the feed on the group
• In the Group Files list on the group
65
Collaborate with Everyone
If You Attach a File:
Share Updates with People (Chatter)
Who Can See It?
Where Does it Appear?
• On the Files page and Salesforce CRM
Content of all Chatter users in your
company.
On a private group that you're a member of Members of the group and users with
“Modify All Data” and “View All Data”
permissions
• In your feed and the group members'
feeds
• In your feed on your profile
• In the feed on the group
• In the Group Files list on the group
• On your Files lists, group members' Files
lists, and Salesforce CRM Content
On an unlisted group that you're a member Members of the group and users with the
of
“Manage Unlisted Groups” permission
• In your feed and the group members'
feeds
• In your feed on your profile
• In the feed on the group
• In the Group Files list on the group
• On your Files lists, group members' Files
lists, and Salesforce CRM Content
On a record
Anyone with sharing rights to the record
• Record detail page
• Your profile page
• Feed search results
• All Company or Company Highlights
feed
SEE ALSO:
Post Visibility
66
Collaborate with Everyone
Share Updates with People (Chatter)
Attach Files or Links
Attach a File to a Post or Comment
You can attach all file types, including Microsoft® PowerPoint presentations and Excel spreadsheets,
to Adobe® PDFs, image files, audio files, and video files.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
The maximum file size is 2 GB.
When you attach a file, consider the following:
• When a file is posted to a feed, everyone in your company can see it even if the file started out
as private. Only files posted in a private group stay private within that group.
• Attaching a file from a group or library creates a reference to the file. If you update a file in
Salesforce CRM Content, the updates are also reflected in the feed.
• In Lightning Experience, you can attach up to ten files to a feed post.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• You can post a file from an external data source. From the file selector, choose an external source
and navigate through the folders to the file you want to post. A new file reference or copy is
created in Salesforce for the corresponding external file. If a file reference already exists for the file you select, it will be reused.
1. Click File at the top of your feed to attach a file to a post, or Attach File below a comment to attach a file to a comment.
If you’re commenting on an update resulting from feed tracking on a file, the Attach File option isn’t available.
2. Do one of the following:
• Click Select a file from Salesforce to attach a file that has already been uploaded to Salesforce, synced from your Salesforce
Files Sync folder, or that exists in a Files Connect external data source.
• Click Upload a file from your computer to attach new files from your computer.
3. Browse for the file you want to attach.
Links, Google docs, documents from the Documents tab, and attachments from the Notes and Attachments related list aren't included
in the Select a File to Attach list. For more information about finding files to attach, see Searching for Files to Attach to a Chatter
Feed.
4. Add a post or comment about the file.
If you don’t enter any text, a generic update is posted with your attachment.
5. Below the text box, select My Followers to publish the post on your profile. To post to a group, select A Group. Type part of the
group’s name in the Search Groups field, and select the group from the drop-down list. You can only select a group you’re a member
of.
6. Click Share.
SEE ALSO:
Upload and File Sharing Overview
Upload a New Version of a File
Access and Share Files Connect External Files
67
Collaborate with Everyone
Share Updates with People (Chatter)
Searching for Files to Attach to a Chatter Feed
From the file selector, you can see a list of Salesforce files you own and have access to. In Salesforce
Classic, click File above the feed, and then select a file from Salesforce. In Lightning Experience,
click the paperclip icon below the post to open the Select File window. The 25 most recently viewed
files are listed by default.
From the file selector you can see and search a certain group of files by clicking a specific filter on
the sidebar.
• All Files—All files you own and have access to, including:
– Files that have been shared with you
– Files you're following
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
– Files in your Chatter groups
– Files in your libraries
– Files attached by other people to a Chatter feed, including files attached to all public groups and private groups you're a member
of. You don’t have access to files attached to private groups you're not a member of.
This filter is only available in Salesforce Classic.
• Recent—The most recent files you've viewed.
• MY FILES—All files you own, files shared with you, and files you follow.
– Owned by Me—Files you have:
• Uploaded on the Home or Files page. These files are private and not shared with anyone, but you can view them, share
them, and attach them to Chatter feeds.
• Attached to Chatter feeds from your computer.
• Synced using your Salesforce Files Sync folder.
• Uploaded to Salesforce CRM Content libraries you're a member of and your private library.
– Shared with Me—All files that have been shared with you either by a private share or a public post to your profile.
– Following—All files that you're following. (Requires Chatter)
• FILES IN MY GROUPS—All files you and other people shared to groups you're a member of. The last five groups you’ve visited are
listed.
• FILES IN MY LIBRARIES—All files you and other people uploaded to libraries you're a member of and all files you uploaded to your
private library. The first five libraries you're a member of, including your private library, are listed. If you're a member of more than
five libraries, click More to see a complete list.
• Synced—All files that have been synced in your Salesforce Files Sync folder. This filter is available only to users who have the “Sync
Files” permission.
• EXTERNAL FILES—All files you have access to in Files Connect external data sources. Search is restricted to the selected external
data source.
Note:
• Only files from libraries that you're a member of and where you have Post Content to Chatter Feeds or Manage
Library checked in your library permission definition are listed.
• Users who have the “Sync Files” permission don’t see the All Files, MY FILES, or FILES IN MY GROUPS filters. Users who don’t
have the “Sync Files” permission don’t see the Synced filter.
To search for files from the search box:
68
Collaborate with Everyone
Share Updates with People (Chatter)
1. Optionally, click a filter on the sidebar to restrict your search to a specific set of files.
2. Enter your search terms in the search box. You can search by file name, description, owner, type, or within the file's text.
3. Click Search to see a filtered list of all relevant files based on your search terms. Or click
to clear your search terms.
The Select a File to Attach list doesn't include:
• Documents from the Documents tab.
• Attachments from the Notes and Attachments related list.
• Links attached to posts in Chatter
• Files from your personal library
SEE ALSO:
Search for Files
Performing Actions on a File in a Chatter Feed
You can perform the following actions on files in feeds.
EDITIONS
• Preview—Click the file thumbnail or click More Actions > Preview next to the file.
• Download—Click More Actions >
Download next to the file.
• Upload new version—Click More Actions > Upload New Version next to the file.
• View file detail page—Click the file name or More Actions > View File Details next to the
file.
Follow next to a file to receive updates about the file in the Chatter feed.
• Follow—Click
Click
to stop receiving updates about the file.
• Share—Click More Actions > File Sharing Settings next to the file to share the file with
people, groups, or via link.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• If you have the “Sync Files” permission and are the owner of the file, click
Sync to sync a
file between your Salesforce Files Sync folder on your computer and Chatter. Click
Unsync to stop syncing the file.
To learn who can perform which actions on a file, see Who Can See My File?.
SEE ALSO:
View File Details
Upload a New Version of a File
View Where a File is Shared
69
Collaborate with Everyone
Share Updates with People (Chatter)
Download and Preview a File in a Chatter Feed
Not only can you download and save files posted to Chatter feeds, you can also preview files in
your browser without downloading them.
EDITIONS
There are several places in Chatter where you can download and preview files:
Available in: both Salesforce
Classic and Lightning
Experience
• On the Files page—Click
>
Download or click the preview (
• On any Chatter feed—Click More Actions >
) icon next to the file.
Download next to the file, or to preview the
file, click on the file thumbnail or click More Actions >
Preview.
• On the Files Owned by list on a profile—Click
icon next to the file.
>
Download or click the preview (
)
• On the Files Shared with list on a group—Click
icon next to the file.
>
Download or click the preview (
)
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• In the Notes and Attachments related list on a record, click Download next to the feed attachment, or to preview the file, click
Preview next to the feed attachment.
Previewing a file opens it in your browser with the enhanced document viewer. The enhanced document viewer provides the following
capabilities for viewing documents:
• In addition to using the next page ( ), previous page ( ), first page ( ), and last page ( ) icons on the document toolbar,
you can navigate page-by-page through a document by right-clicking and choosing Next Page and Previous Page.
• You can use the scroll bar to move continuously through a document without needing to click the Next Page and Previous Page
icons. Continuous scrolling is not available for PowerPoint files.
• You can jump directly to a page by entering the page number in the page field and pressing Enter.
• From the right-click menu you can choose Fit Width to expand the width of the document, or Fit Full Page to preview the whole
page of the document. The fit width icon (
) and fit full page icon (
) are also available on the toolbar.
• From the right-click menu you can choose Full Screen to preview the document in full screen mode, or Exit to exit full screen mode.
The full screen icon (
) and exit icon (
) are also available on the toolbar.
• From the right-click menu you can Zoom In or Zoom Out. The zoom-in icon (
the toolbar.
) and zoom-out icon (
) are also available on
• You can use the keyboard arrow keys to navigate page-by-page through a document. Click on the document viewer and use the
keys as follows:
– Right-arrow key: moves a PowerPoint document forward one slide and moves a PDF, Word, or Excel document forward one
page.
– Left-arrow key: moves a PowerPoint document backward one slide and moves a PDF, Word, or Excel document backward one
page.
– Up-arrow key: moves a PowerPoint document forward one slide and scrolls a PDF, Word, or Excel document up the page.
– Down-arrow key: moves a PowerPoint document backward one slide and scrolls a PDF, Word, or Excel document down the
page.
Note:
• Not all files can be previewed, such as encrypted files, password-protected files, copy-protected PDFs, unknown file types, and
any file larger than 25 MB. For files that can’t be previewed, the Preview option isn’t available on feeds or list views, and files
appear as generic file type icons in the feed. Some Microsoft Office 2007 features don’t display correctly in previews. If a file
can be previewed, but a preview doesn’t exist, contact your Salesforce admin who may be able to regenerate the preview.
70
Collaborate with Everyone
Share Updates with People (Chatter)
• In Internet Explorer 11, the Preview option redirects to the file detail page.
SEE ALSO:
Who Can See My Attached Files and Links?
Delete Files and Links from Feeds
Delete Files and Links from Feeds
To delete a link from a Chatter feed, simply delete its post. To delete a file, go to the file detail page
or content detail page. Only a file owner can delete the file. Users with the “Modify All Data”
permission can delete all comments, posts, files, and links.
Delete a File from a Chatter Feed on a Record
There are two ways to remove a file on a Chatter feed on a record:
• Remove the file on a Chatter feed by deleting its post. This deletes the post, removes the file
from the feed and from the Notes and Attachments related list, but the file remains in its original
location. If the file isn't posted anywhere else, it goes back to being private, but can be shared
again later.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Remove the file on a Chatter feed by clicking Del next to the feed attachment on the Notes
and Attachments related list. This action removes the file from all Chatter feeds where it’s been shared and deletes the file from the
Notes and Attachments related list. Restore the file by clicking the Recycle Bin, selecting the file, and then clicking Undelete. If the
file was attached from your computer, a Chatter feed, group, or a Salesforce CRM Content library, deleting it from the Notes and
Attachments related list removes it from the post but doesn’t delete it from its original location.
Deleting a link from a Chatter Feed
To delete a link on a Chatter feed, you must delete its post.
Deleting a File from a File Detail Page
Click Delete on a file's detail page to delete the file and remove it from all locations where it's been shared. If the file was shared via link,
anyone with the link no longer has access to the file once it’s deleted. To restore a deleted file, click the Recycle Bin link on the Home
page. Select the file and click Undelete. The file is restored as well as all the shares that were associated with it.
Deleting a File from a Content Detail Page
When you post a file in Chatter, the file also appears in Salesforce CRM Content. To delete the file from Chatter, Salesforce CRM Content,
and all locations where it's been shared, click the name of the file on the Libraries, Content, or Subscriptions tab. From the content details
page, click Edit > Delete Content to delete the file. Deleting a Chatter file from the content details page deletes the file from Salesforce
CRM Content and from Chatter.Select the checkbox for the content file you want to restore, and click Undelete.
SEE ALSO:
Post Visibility
Attaching a Link to a Post
Share links with people by attaching them to a post.
71
Collaborate with Everyone
Share Updates with People (Chatter)
Available in: Salesforce Classic
Available in: Group, Enterprise, Professional, Performance, Unlimited, Contact Manager, and Developer Editions
If you share a URL with rich media support, your post shows a preview of the linked content. For information about currently supported
URLs, see Sites That Generate a Preview in Posts.
1. Above your feed, click Link.
2. Type the URL to share.
3. Optionally, type a Link Name.
If you leave the Link Name field blank, the preview shows the title or name from the site URL.
4. Optionally, type a post.
If you don't type any text, a generic update is posted with your link.
5. Below the text box, select My Followers to publish the post on your profile. To post to a group, select A Group. Type part of the
group’s name in the Search Groups field, and select the group from the drop-down list. You can only select a group you’re a member
of.
If you’re posting on someone else’s profile or on a record, the My Followers and A Group options aren’t available.
6. Click Share.
SEE ALSO:
Sites That Generate a Preview in Posts
Sites That Generate a Preview in Posts
Salesforce provides rich media support for over 400 URLs. When you share a supported URL in a
post, your post shows a preview of link content.
EDITIONS
Embed.ly, a third-party service, powers file previews, which include thumbnails, descriptions, and
video players for links to videos. If a post doesn’t render a link as a rich preview, the URL domain
isn’t supported or Embed.ly was unable to return the preview content.
Available in: both Salesforce
Classic and Lightning
Experience
We don’t share any content, user, organization, or account data with Embed.ly. We share only the
URLs that are on Embed.ly’s custom provider whitelist. The whitelist also includes versions of URLs
that are shortened by third-party shorteners, like bitly, goo.gl, and tinyurl.com. All our URL requests
pass through a Salesforce proxy. Embed.ly never receives calls directly from the client and therefore
doesn’t have information about who's making the URL request.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Note: For a look-up list of supported URL domains, see “URL Domains for Rich Link Previews
in Feeds.”
SEE ALSO:
Attaching a Link to a Post
72
Collaborate with Everyone
Share Updates with People (Chatter)
Post a Poll
Polls
Use polls to conduct a survey. A poll contains a list of choices in a feed post that lets people cast a
vote by selecting one of the choices.
EDITIONS
Polls are a great way to get people’s opinions. For example, you are in charge of planning an annual
sales meeting and need to find out when most people are available to attend the meeting. Instead
of emailing everybody in the sales organization, you could create a poll in the Sales Chatter group
that lists possible dates and ask people to vote for the date that works best for them.
Available in: both Salesforce
Classic and Lightning
Experience
When you create a poll, anybody with access to the feed or the poll can vote on the poll. So when
you post a poll, consider who you want to participate. For example, if you post a poll in a private
group, only the members of that group can see the poll and vote. Keep the following in mind about
polls:
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• When you create a poll, you can add up to ten choices.
• When voting on a poll, you can only select one choice.
• Polls are anonymous. You can see how many people voted, but you can’t see who voted.
• Click Refresh to see the latest poll result and the number of votes that were cast.
• You can’t repost a poll.
• People can only cast one vote, but they can change their vote.
• You can mention someone and include hashtag topics in the poll question.
• You and others can add topics to your poll question after posting.
• The email notification options you enabled in your Chatter Email Settings apply to polls just as they do to posts. For example, if you
get a notification whenever someone comments on a post you made, you also get an email notification when someone comments
on a poll you posted.
Note: The poll result doesn’t always add up to 100 percent due to rounding. For example, if a poll has three choices and each
gets one vote, the result adds up to 99 percent.
SEE ALSO:
Like Posts and Comments
Create a Poll
Post a poll in your feed to gather people’s opinions.
EDITIONS
1. Above the feed, click Poll.
Available in: both Salesforce
Classic and Lightning
Experience
2. Type a question in the text box.
Add a hashtag or mention someone.
3. Type at least two choices.
Click Add more choices to add another choice. You can enter up to ten choices.
4. Select to post the poll to your followers or to a group.
If you’re posting the poll to a group, select the name of the group from the drop-down list.
73
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
5. Click Share to post the poll.
SEE ALSO:
Vote on a Poll
Vote on a Poll
1. In the post that contains the poll, select your choice.
EDITIONS
You can only select one choice.
2. Click Vote.
The post shows the current result of the poll. To change your vote click Change vote and select
your new choice.
Note: The poll result doesn’t always add up to 100 percent due to rounding. For example,
if a poll has three choices and each gets one vote, the result adds up to 99 percent.
SEE ALSO:
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Create a Poll
Categorize Posts with Topics
Categorize Posts with Topics
Use the topics list to discover the topics that people are talking about in your organization. All topic
names appear in this list, including topics used solely in private groups or on records.
EDITIONS
Watch a Demo:
Available in: both Salesforce
Classic and Lightning
Experience
Discover and Organize with Chatter Topics (Salesforce Classic)
To view the topics list, on the left side of the Chatter page, click
Topics.
In the topics list, you can:
• Click a topic name to see the topic detail page.
• Click
Follow to see updates in your Chatter feed.
• Filter the list of topics to narrow down what you’re looking for.
• Search for topics by name.
Tip: Use global search to search topic names and descriptions.
74
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Filters for Sorting the Topics List
Use the topic filters to narrow the topics list to your favorite topics or topics you use, and then sort
the topics by the number of people talking about them or alphabetically by name.
EDITIONS
On the Topics list, under Show, you can filter the topics.
Available in: both Salesforce
Classic and Lightning
Experience
All
All topics that have been added to posts in your organization
My Favorites
Topics you added to your favorites
Topics I Use
Topics you added to posts and topics on posts that you commented on
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Within the topics you filtered, you can sort by the following columns.
People Talking About This
Sorts by the number of people talking about the topic. This includes:
• The number of people adding the topic to updates
• The number of people commenting on posts with the topic
Name
Sorts alphabetically by the topic name.
Viewing Details about a Topic
View a topic detail page to see the topic description and a feed with topic updates from all users
and public groups.
EDITIONS
To open a topic detail page, click a topic or hashtag. On the topic detail page, you can:
Available in: both Salesforce
Classic and Lightning
Experience
• Search a topic feed to quickly find relevant information. Or scan the feed to learn about the
topic and discover which people and public groups are interested in it.
• Add a post directly to the topic feed. Your followers automatically see the post, and you can
even add the post to a group you’re a member of by using an @mention. Because you added
the post on the topic feed, the topic is automatically added to your post.
• Discover who’s knowledgeable about the topic and endorse people you think are knowledgeable.
If you appear in the Knowledgeable People list and you don’t want to, you can hide yourself.
• Click
Follow to follow the topic and see updates to the topic in your feed.
• Edit the topic name and description. In the upper right, click , and choose Edit Details. You
can change only the capitalization and spacing of topic names.
Note: Topic names and descriptions are not private, even those that appear solely in
private groups and on records. Posts and records with topics have the same security and
privacy as those without topics.
• If available, find out more about a topic using the lists on the right.
Related Topics
Other topics that were added together with the current topic.
Recent Files
Files you have access to that were most recently posted to the topic feed.
75
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
To add existing topics to
posts and comments:
• Assign Topics
To edit topic names and
descriptions:
• Edit Topics
Collaborate with Everyone
Share Updates with People (Chatter)
Groups Talking
Public groups and groups you’re a member of that most recently used the topic.
Follow Topics
Follow topics so you can see updates in your Chatter feed.
To follow a topic, click
EDITIONS
Follow on the:
Available in: both Salesforce
Classic and Lightning
Experience
• Topics list
• Topic detail page
If the Follow button on the topic detail page has a
in front of it, you have more options.
Click the button to see options for following the topic and for adding it to a new or existing
stream. To follow the topic from the menu, click What I Follow.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Note: You can find streams in Lightning Experience on the Chatter home page.
You can follow a maximum combined total of 500 people, topics, and records. To see how many items you’re following, view the
Following list on your profile.
To stop following a topic, click
Chatter feed.
next to Following. After you stop following a topic, you don’t see future updates to the topic in your
If your administrator disables feed tracking for topics, you can’t follow new topics. However, you continue to follow the ones you followed
when feed tracking was enabled. These topics count toward the maximum number of people, topics, and records that you can follow.
To stop following a topic after your administrator disables feed tracking, you must use the Chatter REST API.
SEE ALSO:
Create a Stream from a Profile or Record Detail
76
Collaborate with Everyone
Share Updates with People (Chatter)
Find and Endorse People Knowledgeable about a Topic
Discover and recognize experts using the Knowledgeable People section of topic pages and the
Overview tab of user profile pages.
EDITIONS
The topic page shows the five most knowledgeable people based on their activity on the topic and
recognition received for the topic. For example, Chatter considers how often people:
Available in: both Salesforce
Classic and Lightning
Experience
• Were mentioned in posts or in comments on posts with the topic
• Received likes on comments on posts with the topic
• Received endorsements for the topic
Endorsements are a strong signal of knowledge, so if someone endorses you, you’re automatically
included in the list of knowledgeable people.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Note: Knowledgeable people are calculated and updated once a day.
To change endorsements:
• Endorse someone you think is knowledgeable about a topic by clicking Endorse under the person’s name. If the person you want
to endorse doesn’t appear in the Knowledgeable People section, click Endorse People to see the full list and to search for other
people. (You can’t endorse yourself, Chatter Free users, or customers.)
• Remove your endorsement of someone at any time by clicking
next to Endorsed under the person’s name. Removing your
endorsement of someone doesn’t necessarily remove them from the knowledgeable people list; they might be endorsed by other
people or have significant activity on the topic.
To remove yourself from the knowledgeable people list:
• Opt out by clicking Hide me under your name. No one can see you in the list after you hide yourself. If you change your mind, you
can opt back in by clicking Endorse People and then Show me next to your name.
To see a person’s full range of expertise:
• Navigate to their user profile page, and click the Overview tab. Then click topic names to see topic detail pages, or click thumbs-up
icons to add or remove your endorsements.
77
Collaborate with Everyone
Share Updates with People (Chatter)
Important: If Work.com Skills are enabled, they replace knowledgeable topics on profile pages. (For Salesforce Communities
users, skills replace topics only in the default community.) Self-declared skills are considered when calculating knowledge levels.
Add Topics to Posts
Add topics to posts to organize them or to increase their visibility. You can add topics to your own
posts immediately after posting, or you can add topics to any posts at any time directly in the feed.
Note: All topic names appear in the topics list and all topic names and descriptions are
searchable, including topics used solely in private groups or on records.
Note: When you add topics to posts that contain files, the topics are also added to those
files.
1. In the top corner of the post, click
.
2. Click Add Topics or Edit Topics.
3. In the topic editor, start typing your text. As you type, you can pick a topic from the list of
suggestions, or keep typing to create your own unique topic. To add more than one topic, type
a comma after each topic.
Commas ( , ) and closing square brackets ( ] ) automatically end a topic. Other punctuation,
symbols, and separators are supported in topic names.
Posts can have up to 10 topics.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
To add existing topics to
posts and comments:
• Assign Topics
To add new topics to posts
and comments:
• Create Topics
4. When you’re done adding topics, click Done or press ENTER.
The topics you add become links to the topic detail pages.
SEE ALSO:
Add Hashtag Topics to Posts and Comments
Adding a Topic as a Favorite
78
Collaborate with Everyone
Share Updates with People (Chatter)
Add Hashtag Topics to Posts and Comments
Add topics to posts and comments to organize them or to increase their visibility.
For example, if you post that you're working on a sales presentation for your customer Universal
Paper, you might want to add the hashtag topic #Universal Paper in your update. Anyone can
click the topic to find out more information about Universal Paper and to see which people and
groups are talking about Universal Paper.
Note: When you add topics to posts that contain files, the topics are also added to those
files.
To add a hashtag topic:
1. When writing an update, type # followed by any text. As you type, you can pick a topic from
the list of suggestions, or press ENTER at any time to add a new topic that can be up to three
words.
Commas ( , ) and closing square brackets ( ] ) automatically end a topic. Other punctuation,
symbols, and separators are supported in topic names.
2. Click Share.
The hashtag topic becomes a link to the topic detail page. The topic (without the hashtag) is
also automatically added to the top-level post in the update. For example, if you include
#Universal Paper in a comment under your coworker’s post, the topic Universal Paper is
added to your coworker’s post.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
To add existing topics to
posts and comments:
• Assign Topics
To add new topics to posts
and comments:
• Create Topics
Once you post an update, the only way to remove a hashtag topic is to delete the entire post or comment. You can, however, remove
the topic from the top-level post.
SEE ALSO:
Add Topics to Posts
Add Topics to Files
Use topics to make files more visible. Topics added to feed posts are also added to any files in the
post or its comments. When you search for those topics, the files are included in results.
USER PERMISSIONS
To add topics to files posted in feeds, simply add the topics you want to the feed post on page 78
where the file is attached. You can add regular topics or hashtag topics on page 79. The topics are
automatically added to any files attached to the post or its comments.
To add topics to files
• Viewer access to the file
Note: While Lightning Experience supports adding hashtag topics, searching and viewing
topic details are available only in Salesforce Classic.
AND
Assign Topics (to add
existing topics)
OR
Create Topics (to add
new topics)
79
Collaborate with Everyone
Share Updates with People (Chatter)
Example:
Since Kimmy added the topics Sales Training, Western Region, and Feedback Request to her post, these
topics are also added to the file she attached. Now, her coworkers can click a topic to find other posts, files, and records associated
with that topic. If the topic is associated with records other than files, go to the Records tab and choose Files. Otherwise, use the
Feeds tab to see all posts and files for the topic.
Remove Topics from Posts
Remove a topic from a post if it no longer applies.
EDITIONS
You can remove topics from posts in the feed, whether they’re regular topics or hashtag topics.
Removing topics doesn’t delete them altogether; it only removes them from the post. Deleting the
text of hashtags doesn’t delete hashtag topics. Before you remove a topic from a post, consider
whether you or someone else added it. Someone else may be tracking the update with topics
you’re not aware of.
1. In the top corner of the post, click
.
2. Click Edit Topics.
3. Click
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
next to the topic you want removed from the post.
4. Click Done or press ENTER.
USER PERMISSIONS
Removing a topic from a post removes the post from the topic feed on the topic detail page and
from the feeds of any followers.
To remove topics from posts:
• Assign Topics
Adding a Topic as a Favorite
Add a topic as a favorite to quickly see the latest on the topics you’re interested in.
Available in: Salesforce Classic
Available in: Group, Enterprise, Professional, Performance, Unlimited, Contact Manager, and Developer Editions
80
Collaborate with Everyone
Share Updates with People (Chatter)
1. Click a topic name to navigate to the topic detail page.
2. In the upper-right, click , and choose Add to Favorites.
The favorite name is the same as the topic name.
Tip: When viewing a topic favorite, you can click the topic name at the top of the feed to go directly to the topic detail page.
SEE ALSO:
Categorize Posts with Topics
Viewing the Topics People Are Talking About
The topics you’re talking about appear in your Chatter profile in the Recently Talked About section.
This section helps people learn which topics you're knowledgeable about or interested in. These
are the topics that you and others have frequently and recently (within the last two months) added
to your posts and to posts you’ve commented on. For privacy reasons, Recently Talked About topics
don’t include topics used solely in private groups or record feeds. You can see up to five topics,
with the most frequently and recently added topic appearing first. If you’re new to topics or if you
haven’t used topics in the last two months, the Recently Talked About section doesn’t appear until
you start using topics more frequently. Click a topic in this section to see the topic detail page.
Note: If the Knowledgeable About list or Work.com Skills are enabled, those features replace
the Recently Talked About section on profile pages.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
View the Topics Groups Are Talking About
The topics that a group is talking about appear on the group detail page in the Recently Talked
About section. This section helps people understand which topics a group is knowledgeable about
or interested in. These are the topics most frequently and recently added to group posts over the
last two months. You can see up to five topics, with the most frequently and recently added topic
appearing first. If a group isn’t using topics, the Recently Talked About section doesn’t appear until
the group starts using topics more frequently. Click a topic in this section to see the topic detail
page.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Viewing Your Company's Trending Topics
The Trending Topics area on the Chatter tab shows the topics being discussed right now in Chatter.
The more frequently people add a specific topic to their posts and comments and comment on or
like posts with the same topic over a short period of time, the more likely it is to become a trending
topic. For example, if your coworkers are attending the upcoming Dreamforce conference and have
started discussing it in Chatter, you may see a trending topic for Dreamforce. A trending topic is
not solely based on popularity and usually relates to a one-time or infrequent event that has a spike
81
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
in activity, such as a conference or a project deadline. For privacy reasons, Trending Topics don’t include topics used solely in private
groups or record feeds.
SEE ALSO:
Viewing the Topics People Are Talking About
View the Topics Groups Are Talking About
Share Posts
Share a Chatter Post
Sharing lets you quickly copy a public post to your profile or a group. This feature is available in
Salesforce Classic and Lightning Experience.
EDITIONS
In Salesforce Classic, you can share public Chatter posts that contain text, links, or files. You can
share to your profile, with a group, or using a link to the post. In Lightning Experience, you can share
posts with your followers and with groups. In both cases, comments aren’t shared. But a shared
post links back to its original, where users can see the comments.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager,
Developer, and
Database.com Editions
When you share a post, keep in mind:
• When you share with a group, you can share only with a group you’re a member of.
• You can’t share a post from a private group.
• You can’t share a post to a private group that includes external users.
• In Salesforce Classic, you can share a post to your own profile, but not to another person’s profile.
• In Salesforce Classic, you can share the original post, including any files and attachments, but you can’t share any comments or likes.
• In Lightning Experience, you share only the post; attachments, comments, and likes are not shared.
• You can comment on a shared post.
• In Lightning Experience, when you edit the original of a shared post, the shared version is updated.
• You can’t share feed tracked items and custom feed items, such as approvals, dashboard snapshots, or case interactions.
• You can't share a post from a record feed.
• Only Chatter users inside your company can see a post that you shared using a link in an email or instant message.
When someone shares your post, you receive an email notification. To change your email notifications, from Setup, enter Chatter
Email Settings in the Quick Find box, then select Chatter Email Settings.
SEE ALSO:
View a Single Chatter Post
Share a Chatter Post to Your Profile
Copy a public post to your profile to share it with the people who follow you.
Available in: Salesforce Classic
Available in: Group, Enterprise, Professional, Performance, Unlimited, Contact Manager, and Developer Editions
82
Collaborate with Everyone
Share Updates with People (Chatter)
You can share public posts, but you can’t share feed tracked items and custom feed items, such as approvals, dashboard snapshots, or
case interactions.
1. Find the post you want to share in your Chatter feed.
2. Click Share.
3. Write a comment about the post or leave the comment field blank.
4. In the drop-down list, select My profile.
5. Click Share.
The shared post appears in the Chatter feed on your profile.
SEE ALSO:
Post Visibility
Share a Chatter Post with a Group
You can share posts with public groups and groups that you’re a member of. You can’t share a post
to a private group that includes external users. A post’s comments aren’t shared. But the shared
post includes a link back to the original, where comments are on view. In Salesforce Classic, files
attached to the shared post are included, but they aren’t shared in Lightning Experience. You can
share a post with your followers and with a group.
You can share public posts, but you can’t share feed tracked items and custom feed items, like
approvals, dashboard snapshots, or case interactions. You can’t share posts with archived or unlisted
groups or private groups that include external users.
1. Find the post you want to share in your Chatter feed.
2. Click Share.
3. Type a comment about the post or leave the comment field blank.
4. In the drop-down list, select A group.
In Lightning Experience, the option is Share with Group.
5. Enter part of the group name and select the group from the list.
6. Click Share.
The shared post appears in the selected group’s feed.
SEE ALSO:
Post Visibility
Share a Link to a Chatter Post
Share a post with other Chatter users via email or instant message.
Available in: Salesforce Classic
Available in: Group, Enterprise, Professional, Performance, Unlimited, and Developer Editions
When sharing a link to a post, keep in mind:
83
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
• You can’t share a link to a post from a private group.
• You can’t share a post to a private group that includes external users.
• You can share public posts, but you can’t share feed tracked items and custom feed items, like approvals, dashboard snapshots, or
case interactions.
• To see the post, the people to whom you send the link to the post must be Chatter users.
1. Find the post you want to share in the Chatter feed.
2. Click Share.
3. In the top corner, click Show link to post.
4. Copy and paste the link in an email or instant message and send it to the people with whom you want to share the post.
When recipients of the email or instant message click the link to the post, the post appears in their Chatter updates.
SEE ALSO:
Post Visibility
View a Single Chatter Post
You can view a single Chatter post in a feed for a user, record or group.
• In a feed, click the timestamp that appears below the post, for example, Yesterday at 12:57
AM.
• In a Chatter email notification, click the link in the body of the email to view only the related
post.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• To view the full feed, above the post, click All Updates.
SEE ALSO:
Share a Link to a Chatter Post
People in Your Organization
Update your personal profile and view the profile of other people in your organization.
IN THIS SECTION:
People Overview
Chatter Profile Overview
Customize your personal Chatter profile with a photo and information about yourself so others can learn more about you.
Profile Best Practices
Set an Out of Office Message in Chatter
Taking some time off? It’s easy to set up an out of office message in Chatter. Schedule your message for the dates you want, and
you decide what it says. Out of Office is available only in Lightning Experience.
Use the Following and Followers Lists
People Recommendations
Give Thanks to Your Coworkers
Recognize your coworkers with badges and post your thanks directly to their Chatter feed.
84
Collaborate with Everyone
Share Updates with People (Chatter)
Files Owned Lists on Profile Pages
The Files Owned list on a person’s profile shows the files that person most recently attached to a Chatter post.
Chatter Activity and Influence
See your personal Chatter activity statistics, such as how many posts you’ve made and how many likes you’ve received, and check
your relative Chatter influence.
Inviting People to Join Chatter
People Overview
The People tab and the People list on the Chatter tab display a list of the users in your organization.
EDITIONS
• Click a person's name or photo to view his or her profile.
Available in: both Salesforce
Classic and Lightning
Experience
• Click Follow to see a person's updates in the Chatter feed. You can't follow customers.
• Click Following to stop seeing a person's updates in the Chatter feed.
• Click a column header to sort the list:
– Name sorts alphabetically by name. By default, the list is sorted alphabetically, in ascending
order.
– Following sorts based on who you're following and not following.
• Search for users by typing characters of a first or last name in the search box at the top of the
page. The list automatically filters based on what you type.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• At the top of the list, click a letter to list everyone whose last name begins with that letter.
• Your organization’s size determines what you see in the people list. For example, in the largest organizations, we don’t display any
users until you start searching for a person’s name. We count all Salesforce user license types when calculating the approximate
number of users, including internal users, Communities users, and Chatter users.
Approximate number of users
Defaults to view
All People filter defaults to
25 or fewer
All People
Everyone in the organization
26 to 25,000
Recently Viewed People
People whose profiles you recently viewed
More than 25,000
Recently Viewed People
No one until you start searching
• Invite people to join your Chatter network. Invited users can view profiles, post on their feed, and join groups, but can't see your
Salesforce data or records.
• View the people that Chatter recommends you follow. Click More in the Recommended People section to view all of your
recommendations. If no recommendations appear, then you're already following all the recommended people.
Chatter, Profile, People, Groups, and Files tabs are available by default in the Chatter app. Select the Chatter app from the app menu in
the top right corner of any page. If your administrator has added these tabs to other apps, you see the tabs in those apps unless you
previously customized your display. In that case, add the tabs to those apps.
SEE ALSO:
Moderate Chatter Free Users
85
Collaborate with Everyone
Share Updates with People (Chatter)
Chatter Profile Overview
Customize your personal Chatter profile with a photo and information about yourself so others can
learn more about you.
EDITIONS
Click your name anywhere around the application to view your profile. If available, you can also
click the Profile tab or Your Name > My Profile at the top of the page. View other people's
profiles by clicking their name.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
From this page you can:
1. Change your profile picture.
2. Edit your contact information by clicking
in the Contact section.
3. View content on different tabs. Your administrator configures the tabs and can add custom tabs or remove the default tabs.
• Feed tab—View your Chatter feed or post an update.
In Lightning Experience, filters are available on profile feeds to help you get to information quickly. To see everything that you
have access to that is posted to the profile, filter by All Updates. To see only those posts that the profiled user posted, filter by
Posts by This User. You can apply this filter to your own profile, too.
86
Collaborate with Everyone
Share Updates with People (Chatter)
• Overview tab—Update your About Me section, view your activity in a Q&A or Ideas community, view your groups, or see who’s
following you and who you’re following.
4. Edit your profile or access your personal settings.
Note: More options are available when viewing someone else’s profile. For example, if available, you can follow or unfollow
someone or send them a private message.
SEE ALSO:
Profile Best Practices
People Recommendations
Profile Best Practices
When using profiles, consider these tips:
EDITIONS
• Information in the About Me section is searchable and makes you more visible to others.
• Your posts display in your Feed tab and the feeds of people following you. To delete your posts
from feeds, hover over the post and click .
• To change your email address in your contact information, you must click the link in the
confirmation email sent to your new email address.
• Not all users have profiles. This includes portal users and the Connection User in organizations
using Salesforce to Salesforce.
87
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Set an Out of Office Message in Chatter
Taking some time off? It’s easy to set up an out of office message in Chatter. Schedule your message for the dates you want, and you
decide what it says. Out of Office is available only in Lightning Experience.
1. On your profile, click Out of Office.
2. Enable Set Out of Office message.
3. Select the start date for the time you’ll be out of the office. The start date is just to let people know when you’ll be out. The message
starts showing up next to your name as soon as you save it. It doesn’t wait for the start date.
4. Select the end date. Your message expires after the end date.
5. Leave the message as it is, or customize it. Have fun!
6. Click Save.
7. Enjoy seeing your custom (or not so custom) message appearing just about everywhere your name appears in Chatter.
88
Collaborate with Everyone
Share Updates with People (Chatter)
Use the Following and Followers Lists
View the Following and Followers lists on your profile to see who, what, and how many items you're
following, and who is following you. If you're not following anyone, click Find people to follow
in the Following list to view the People list and start following people. You can also view the
Following and Followers lists on other people's profiles.
Note: When your Salesforce admin enables Chatter, you automatically follow some users
and records in your org.
In either list, click Show All to view the full list in alphabetical order.
• Use the Next and Previous links to see more of the list.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Optionally filter the Following list by people or objects, for example, accounts or files.
• In your Following list, click
to stop following a person or record.
• In another person's Following list, click
• In any Followers list, click
Follow to follow a person or record.
Follow to follow a person, or
to stop following them.
• Click Done to close the window.
SEE ALSO:
Post Visibility
People Recommendations
People Recommendations
Chatter recommends people to follow based on similar interests. Chatter recommends people who:
EDITIONS
• Follow the same people as you.
• Are in your management hierarchy, such as your manager, people who report to your manager,
and people who report to you.
Salesforce uses the Manager field on your personal information page to determine these
recommendations. If this field is blank, Chatter doesn't recommend people based on your
management hierarchy. Only your Salesforce administrator can edit the Manager field.
• Are popular, which means they have many followers.
• Are new to Chatter.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Are interested in the same records as you. For example, someone who has looked at or edited
an account that you've recently viewed.
• Are based on people and topics you already follow. For example, let’s say you follow Madison Rigsby. Many people who follow
Madison also follow Suzanne Powell, so Chatter recommends Suzanne to you.
To see an expanded list of your recommendations, click More in the Recommendations section. If no recommendations appear, then
you're already following all the recommended people.
SEE ALSO:
Chatter Profile Overview
89
Collaborate with Everyone
Share Updates with People (Chatter)
Give Thanks to Your Coworkers
Recognize your coworkers with badges and post your thanks directly to their Chatter feed.
Note: The Chatter Free license has limited functionality with Thanks features.
Rewards features require a Work.com license. This includes giving, creating, or receiving
badges tied to rewards.
Thank someone if they’ve done a great job or to recognize an achievement.
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions that
have Chatter enabled.
1. From the Chatter publisher, click Thanks.
If Thanks isn’t displayed, click More and select Thanks from the publisher’s drop-down menu.
2. Type the name of the person you want to thank.
Currently, you can only thank one person at a time, but you can mention other people in your post’s message.
3. Select Change Badge to select a different badge for your post or keep the default badge.
You can choose from twelve pre-defined badges. Select the badge image to see more information about the badge.
4. Type a message for the person you’re thanking.
5. Select your audience.
• My Followers to post to all your followers
• A Group to post to a specific group. Search for the group and select the group from the list. The person you’re thanking is
@mentioned at the beginning of the post’s message. When you post to a private group, only the group’s members can see your
post to the group. However, the badge will also appear publicly on the Recognition tab of the recipient’s profile.
6. Click Share.
Your Thanks post appears in your feed and the feed of the person you’re thanking. If you’re posting to a public group or a record page,
the post appears on the group or record feed and their profile. If you’re posting to a private group, only members of the private group
can see your post to the group. However, the badge will also appear publicly on the Recognition tab of the recipient’s profile.
Files Owned Lists on Profile Pages
The Files Owned list on a person’s profile shows the files that person most recently attached to a
Chatter post.
EDITIONS
The list includes files that the profile owner attached to a post on the profile, a group, or record
page, or uploaded to Salesforce CRM Content libraries. Hover to see available options or click the
file name to go to the file detail page.
Available in: both Salesforce
Classic and Lightning
Experience
Click Show All to see a list of all the files the profile owner attached and uploaded. The list doesn’t
include files you don’t have access to, documents from the Documents tab, and attachments from
the Notes and Attachments related list. On this list you can:
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Upload private files or share files with people, groups, or via a link
• Preview a file, if a preview is available
• Follow a file to receive updates in your feed
• Click the file name to view the file detail page
SEE ALSO:
Filter Your Files List
90
Collaborate with Everyone
Share Updates with People (Chatter)
Chatter Activity and Influence
See your personal Chatter activity statistics, such as how many posts you’ve made and how many
likes you’ve received, and check your relative Chatter influence.
EDITIONS
Chatter activity statistics include how many posts and comments you've made, how many comments
you've received, and how many people liked your posts and comments. Chatter influence shows
how your activity stacks up to other people’s.
Available in: Salesforce
Classic
• Top Influencers lead collaboration efforts by regularly sharing essential content.
• Active Influencers encourage others to get involved and share knowledge.
• Observers are quiet participants or just getting started in Chatter.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Developer, and Contact
Manager Editions
You can see your Chatter activity statistics and influence on your profile under your photo. You can
also see your coworkers' Chatter activity and influence on their profiles. When viewing a profile,
hover over
under the profile photo for details about how that person is uniquely influential.
SEE ALSO:
Chatter Profile Overview
Inviting People to Join Chatter
You can invite people from your company that don't have Salesforce licenses to use Chatter. Invited
users can view profiles, post on their feed, and join groups, but can't see your Salesforce data or
records.
To invite people to Chatter:
1. Click Invite People to Chatter on the People page or Invite Coworkers! on the Chatter page.
Note: You can only invite people with email addresses in your company's domains.
Portal users can't send invitations.
2. To send invitations from Chatter, enter email addresses and click Send.
3. To send invitations using your own email account, click send your own email invitation. If
you have a default email client set, an email containing an invitation link opens in your mail
program. Otherwise, you see an invitation link that you can copy and paste into an email.
You can also invite coworkers to join a public group even if they don't use Chatter yet. Additionally,
owners and managers of private groups can send invitations. If customer invitations are enabled,
owners and managers can also invite customers. When someone accepts an invitation to join the
group, they join Chatter as well.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
To invite people to Chatter:
• Allow Invitations
1. Click Groups and click on a group name.
2. In the Members section on the group detail page, click Invite People.
If you are the group owner or manager, you can also click Add/Remove Members, then click Invite them to Salesforce Chatter!.
3. Enter email addresses and click Send.
91
Collaborate with Everyone
Share Updates with People (Chatter)
Note: If a user doesn't accept the invitation within the first day, Chatter sends an email reminder the second day. If the user doesn't
accept that invitation, Chatter sends another reminder the following day.
A user has up to 60 days to accept an invitation to join Chatter. If during that time, an administrator deselects Allow
Invitations or removes the user's domain from the list, the user can't accept the invitation.
When delegated authentication single sign-on is enabled in your organization, invited users bypass the password registration
page. If their username already exists, they won’t be able to accept the invitation.
SEE ALSO:
Chatter Customers in Private Groups
Moderate Chatter Free Users
Moderate Chatter Free Users
A moderator is a Chatter user with some additional privileges.
EDITIONS
These privileges include:
• Activate or deactivate Chatter Free users
• Assign a Chatter Free user as moderator or take the privilege away
• Access to details about all users in your org
• Delete posts and comments that they can see
You can tell if someone is a moderator by the special banner on their profile picture.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
To moderate Chatter:
• Moderate Chatter
SEE ALSO:
What Your Chatter Group Role Allows You To Do
92
Collaborate with Everyone
Share Updates with People (Chatter)
Assign Moderator Privileges to Chatter Free Users
As a moderator, you can assign moderator privileges to Chatter Free users in your organization.
You can also remove them if needed.
EDITIONS
1. Go to the person's profile page by clicking their name in the People tab or on a feed.
Available in: both Salesforce
Classic and Lightning
Experience
2. On the profile page, you can take these actions from the user action menu.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
• If you want the person to be a moderator, select Assign Moderator Privileges.
To assign moderator
privileges to Chatter Free
users:
• Moderate Chatter
• If the person is a moderator and you want to revoke those privileges, select Remove
Moderator Privileges.
SEE ALSO:
Change Chatter Group Roles
Deactivate Chatter Free Users
As a moderator, you can deactivate Chatter Free users if, for example, they left the company.
EDITIONS
1. Go to the person's profile page by clicking their name in the People tab or on a feed.
2. On the profile page, click Deactivate User from the user action menu.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
If you need to re-activate a Chatter Free user, you must use global search to find their profile, as
deactivated users don't show up on the People tab. To activate a user:
1. Find the person's profile using global search.
93
To deactivate Chatter Free
users:
• Moderate Chatter
Collaborate with Everyone
Share Updates with People (Chatter)
2. On the profile page, click Manage User and select Activate User.
SEE ALSO:
What happens when the owner of a Chatter group is deactivated?
Records and List Views
Configure your follow settings for records, view Chatter feeds on list views, and learn more about record recommendations.
IN THIS SECTION:
Automatically Follow Records You Create
When you follow records you create, updates are sent to your Chatter feed when you or someone else changes a tracked field on
those records.
Viewing Record Feeds
View the Chatter feed associated with a record you follow to see updates about the record.
Can I create a custom report for records I'm following?
Can other people follow records I own?
Record Recommendations
Viewing Chatter Feeds on List Views
Switch to an object’s Chatter feed directly from a list view to see updates for the records included in the list view.
Adding a List View as a Chatter Favorite
Add a list view as a Chatter favorite to monitor key business processes directly from your Chatter tab.
Automatically Follow Records You Create
When you follow records you create, updates are sent to your Chatter feed when you or someone
else changes a tracked field on those records.
EDITIONS
By default, you don’t automatically follow the records you create. If you want to automatically follow
the records you create, enable auto-follow in your Chatter Settings.
Available in: Salesforce
Classic
1. From your personal settings, enter My Feeds in the Quick Find box, then select My
Feeds.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager,
Developer, and
Database.com Editions.
2. Select Automatically follow records I create.
3. Click Save.
Consider the following tips around auto-following records:
• When you create a child record, the owner of the parent record becomes the owner of the child
record by default. So you don’t automatically follow the child record, unless you’re the owner
of the parent record.
• The Account Owner field of a record is updated to change the account owner. The new
account owner only follows the account automatically, if the Account Owner field is
feed-tracked and the new account owner has auto-follow enabled.
USER PERMISSIONS
To view a record:
• Read on the record
• If a workflow changes the Account Owner field while the record is created, the user who created the record doesn’t automatically
follow the account.
94
Collaborate with Everyone
Share Updates with People (Chatter)
Consider the following scenario. You are creating a record. Saving the record starts a workflow that immediately reassigns the
Account Owner field to another user and then saves the record. Meaning, the workflow changes the Account Owner field
before the record is saved. In this case, you don’t follow the record automatically, because you never were the record owner, even
though you technically created the record.
SEE ALSO:
Viewing Record Feeds
Record Recommendations
Viewing Record Feeds
View the Chatter feed associated with a record you follow to see updates about the record.
Available in both: Salesforce Classic and Lightning Experience
Available in: Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions
Record feeds allow you to track information for records you have access to. On the record detail page, click Show Feed to display the
record feed above the account details.
Note: Access is all-important. For example, let’s say you reassign a record and then realize it needs an update. Often, you can
open and update the record. But if, after the reassignment, you no longer have access, then you won’t be able to see or update
the record.
In the record feed, you can
• View posts, comments, and tracked field changes.
• Write an update about the record and share it with other people who follow the record.
Updates on the record detail page also appear on the Chatter page of people who follow the record. Anyone who has access to the
records can see the update in the All Company (Salesforce Classic) feed. They may see the update in the Company Highlights
(Lightning Experience) feed, depending on the update’s popularity ranking and engagement (such as comments, likes, and views).
• See who is following the record.
•
Search the record feed (
).
Note: Record field changes in the feed aren’t included in search results.
Can I create a custom report for records I'm following?
Currently, you can't customize a report based on records you're following in Chatter.
SEE ALSO:
The People and Records You Auto-Follow Initially
95
Collaborate with Everyone
Share Updates with People (Chatter)
Can other people follow records I own?
Yes, provided that they can already see the record. People can follow only the records they can see, and by extension, can see only the
updates to records they can see.
SEE ALSO:
Record Recommendations
Record Recommendations
Following records helps keep you up-to-date on important changes to accounts, contacts,
opportunities, and more. Chatter recommends records that you've viewed or edited, records that
you own (and aren't already following), and parent accounts of records that you're following.
Chatter won't recommend records that your Salesforce administrator has disabled feed tracking
for. Only opportunities, accounts, leads, contacts, and articles are included in record
recommendations.
To see an expanded list of your recommendations, click More in the Recommendations section.
To see your record recommendations by object, click the object in the side filters. For example, click
Accounts to view only your account recommendations.
If no recommendations appear, then you're already following all the recommended records.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
SEE ALSO:
Viewing Record Feeds
Viewing Chatter Feeds on List Views
Switch to an object’s Chatter feed directly from a list view to see updates for the records included
in the list view.
EDITIONS
If Chatter is enabled for your organization, Chatter feeds on list views are available for most
feed-tracked objects. Some feed-tracked objects don’t have a Chatter feed associated with their
list view. Currently, you can view Chatter feeds on list views for opportunities, accounts, cases, leads,
campaigns, contacts, and custom objects.
Available in: Salesforce
Classic
• Click
Feed on a standard or custom object list view to see a Chatter feed with updates
from the last 30 days for the records included in the list view.
If drag-and-drop scheduling on list views is enabled, you won't see Chatter feeds on the list
views for accounts, contacts, or leads.
• Click List to display the list view again.
SEE ALSO:
Viewing Record Feeds
96
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Adding a List View as a Chatter Favorite
Add a list view as a Chatter favorite to monitor key business processes directly from your Chatter
tab.
EDITIONS
1. Open an existing list view or create a list view for a set of records, like for example accounts,
opportunities, or leads.
Available in: both Salesforce
Classic and Lightning
Experience
2. Click
Feed in the top-right corner to see the Chatter updates for the list items.
3. Click Add to Favorites.
The favorite name on the Chatter tab is the same as the list view name.
SEE ALSO:
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Viewing Record Feeds
Dashboards and Dashboard Components
Follow Dashboards and Dashboard Components
If feed tracking is enabled for dashboards, you can view updates and field changes in the Chatter
feed.
EDITIONS
Only unfiltered data is used to generate alerts. This prevents alerts being sent out (incorrectly)
because a component’s value appeared to cross a breakpoint as a result of filtering.
Available in: both Salesforce
Classic and Lightning
Experience
If you don't see feeds, ask your administrator to enable feed tracking for dashboards.
For example, to receive alerts when total sales for a gauge fall below a certain amount, set conditional
highlighting on that component, then follow it.
1. To follow a dashboard, click Follow.
When you follow a dashboard in Salesforce Classic, you automatically follow all eligible
components.
When you follow a dashboard in Lightning Experience, you don’t follow any components.
2. Optionally, to follow a specific dashboard component, if necessary, switch to Salesforce Classic.
Hover over a component to display the
menu. Then, click Follow this Component.
To clear the hover menu, click an empty part of the screen.
To stop following a component, click
and select Following.
Take note of these limitations to following dashboards and dashboard components.
• Lightning Experience doesn’t support following components. To follow dashboard components,
switch to Salesforce Classic.
• Dynamic dashboards don’t support following components.
SEE ALSO:
Viewing Record Feeds
97
Available in: Group (View
Only), Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
Available in: both Legacy
Folder Sharing and
Enhanced Folder Sharing
USER PERMISSIONS
To view dashboards:
• Run Reports AND access
to dashboard folder
Collaborate with Everyone
Share Updates with People (Chatter)
About Posting Snapshots to User and Group Feeds
When you post a component snapshot to a Chatter feed, consider who you would like to share and
comment on the component.
EDITIONS
A snapshot is a static image of a dashboard component at a specific point in time posted to a
Chatter feed. Post a component snapshot to a user or group feed to share and comment on that
component. For example, post a snapshot of this month's sales to your team.
Available in: both Salesforce
Classic and Lightning
Experience
Each snapshot has a “Viewing As” label. This is the name of the running user whose dashboard
component you’re viewing.
Available in: Group (View
Only), Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
You can also post snapshots of filtered components (except Visualforce or s-control components).
When viewers click the snapshot title in the feed, they’re taken to your filtered view of the dashboard
if the filters are still valid. If the filters aren’t valid, they see the unfiltered dashboard.
If you don't see the option to post a snapshot, talk to your administrator about enabling dashboard
component snapshots.
Important: Posting a snapshot to a user or group feed makes it potentially visible to the
entire organization:
• Posting to a user feed makes the snapshot public. Anyone who views that user's profile
can see it.
• Posting to a public group makes the snapshot public. Anyone who views your profile or
the group feed can see it.
• Posting to a private group shows the snapshot to all group members.
People can see it whether they have access to the dashboard or not. Make sure the component
doesn't contain sensitive information!
SEE ALSO:
Follow Dashboards and Dashboard Components
98
Available in: both Legacy
Folder Sharing and
Enhanced Folder Sharing
USER PERMISSIONS
To view dashboards:
• Run Reports
Collaborate with Everyone
Share Updates with People (Chatter)
Posting Snapshots of Dashboard Components to Chatter
Post a snapshot of a dashboard component to a Chatter feed to help other users follow changes
in the data.
EDITIONS
A snapshot is a static image of a dashboard component at a specific point in time posted to a
Chatter feed.
Available in: both Salesforce
Classic and Lightning
Experience
• Post a component snapshot to its dashboard feed to share information with everyone following
the dashboard. For example, post a snapshot of a regional sales chart to let your team know
that sales are down in the Midwest.
• Post a component snapshot to a user or group feed to spark comment or action from that user
or group.
Each snapshot has a “Viewing As” label. This is the name of the running user whose dashboard
component you’re viewing.
You can also post snapshots of filtered components (except Visualforce or s-control components).
When viewers click the snapshot title in the feed, they’re taken to your filtered view of the dashboard
if the filters are still valid. If the filters aren’t valid, they see the unfiltered dashboard.
If you don't see feeds, ask your administrator to enable feed tracking for dashboards.
1.
In Salesforce Classic: Hover over a component to display the
menu.
Available in: Group (View
Only), Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
Available in: both Legacy
Folder Sharing and
Enhanced Folder Sharing
USER PERMISSIONS
To view dashboards:
• Run Reports
To clear the hover menu, click an empty part of the screen.
In Lightning Experience: First expand a component by clicking
, then click Share.
2. In Salesforce Classic: Choose where you want your snapshot to appear.
• To show it in a dashboard, click Post Snapshot to Dashboard Feed.
• To show it to a user or group, click Post Snapshot to User or Group Feed.
In Lightning Experience: Choose where you want to share your snapshot.
• To share it in the dashboard feed, click This dashboard.
• To share it with a group, click A group.
• To share it on your own feed, click My followers.
3. Write a comment in the text box. In Salesforce Classic, click OK. In Lightning Experience, click Post. If you’re posting a filtered
component, you may want to mention that in your comment.
The snapshot and comment immediately appear in the dashboard, user, or group feed.
Note: Snapshot images display in feeds for four months. After four months, only the comments remain.
Collaborate in Chatter Groups
Use public, private, or unlisted Chatter groups to collaborate with specific people in your company.
IN THIS SECTION:
Chatter Groups
Collaborate with specific people. For example, if you're working on a team project, you can create a group for your team to share
project-related files and information. Group feeds in Lightning Experience are live feeds that update in real time. They don’t require
a page refresh to update.
99
Collaborate with Everyone
Share Updates with People (Chatter)
Unlisted Groups
Unlisted groups offer more privacy for compared to private groups. Only group members and users with the “Manage Unlisted
Groups” permission can access unlisted groups in list views, feeds, and search results.
Seen-By Information in Private and Unlisted Groups
Posts in private and unlisted Chatter groups have a seen-by count that shows the number of people who have seen a post. Click
the count to see the names of people who’ve seen the post.
Broadcast Groups
Broadcast groups are a special type of public, private, or unlisted group where only group owners and managers can create new
posts. Group members can comment on the posts created by the group owner or manager.
Filter Group Feeds
In Lightning Experience, many filtering options are available in group feeds to help you get to information quickly.
Using the Chatter Groups Page
The Groups page displays a list of the Chatter groups in your company.
Join or Leave Groups
Join groups to collaborate with other people on projects or common areas of interest. Share project-related files and information
with the group.
Chatter Groups
Collaborate with specific people. For example, if you're working on a team project, you can create
a group for your team to share project-related files and information. Group feeds in Lightning
Experience are live feeds that update in real time. They don’t require a page refresh to update.
You can join up to 300 groups, and your company can have a total of 30,000 groups. Chatter groups
can be public, private, unlisted, and archived.
• Public: Anyone can see and add posts, comments, and files. Anyone can join a public group.
• Private: Only group members can see and add posts, comments, and files. People must ask
the group's owner or managers to join the group. Users with the “Modify All Data” and “View
All Data” permission can see group posts, updates, and files across the organization. Users with
the “Manage All Data” permission can also join private groups directly and change group
settings.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• Unlisted: Only group members and users with the “Manage Unlisted Groups” permission can see and add posts, comments, and
files. People can’t ask to join the group. The group’s owner or managers must invite the group members. Unlisted groups offer more
privacy and nonmembers can’t see or access unlisted groups in list views, feeds, and in search results.
• Groups with Customers: Private and unlisted groups can allow customers. You can identify groups with customers by the orange
upper left corner of the group photo.
• Archived: Some groups can be archived. When a group is archived, people can no longer create posts but group data is retained
for reference.
Note: Live group feeds is a new feature in Lightning Experience with lots of potential for enhancement and a few known issues.
• Content posted to the group is live, but mentions are not. If you post to group A, the post is live. If you mention group A in
another feed, group A requires a page refresh to show that mention.
• When a group has a new post, you receive notifications only in Lightning Experience.
• When new comments are made on a feed post that you’re engaged in, you receive notifications only in Lightning Experience
and only when you’re actively typing comments or you’ve clicked into the comments box.
100
Collaborate with Everyone
Share Updates with People (Chatter)
• The number of participants supported in a live feed depends on your org s subscription limits. If you're not getting a live group
feed or live comments, refresh the page or click in a comments field. If the feed still isn't live, looks like your org has hit its limit!
You can still get updates the old-fashioned way by refreshing the page.
• If you’re in a group feed that seems not to be live anymore, this is a known issue that we’ll resolve!
SEE ALSO:
What Your Chatter Group Role Allows You To Do
Chatter Customers in Private Groups
Live Feeds
Unlisted Groups
Unlisted groups offer more privacy for compared to private groups. Only group members and users
with the “Manage Unlisted Groups” permission can access unlisted groups in list views, feeds, and
search results.
Unlisted groups are similar to private groups, in that, only members can view an unlisted group’s
detail page, feed, or files. However, unlisted groups provide more privacy compared to private
groups.
• Unlisted groups don’t display in list views, feeds, and search results for nonmembers. Only
members and users with the “Manage Unlisted Groups” permission can find and access unlisted
groups.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• Nonmembers can’t visit the group detail page.
(With private groups, nonmembers can see a truncated version of the detail page, which shows the name, description, and member
list, but not the feed or files.)
• You can convert unlisted groups to public or private groups, but not the other way around.
• Only group owners, group managers, and users with the “Manage Unlisted Groups” permission can add group members. Users can’t
ask to join them.
• Users can’t see unlisted groups on other user profiles unless they have access to the group.
• Files shared in unlisted groups are visible only to the members of the unlisted group. If the file is shared outside the unlisted group,
then other users with permissions can update the file.
• Even users with the “Modify All Data” or “View All Data” permissions can’t access an unlisted group or its files unless they’re members.
They also can’t change group settings unless they own or manage the group.
• Only users with the “Manage Unlisted Groups” permission can access or modify unlisted groups and its files and feed content without
membership.
Limitations
If you decide to create an unlisted group, make sure that you consider these limitations.
• Custom pages or third-party applications integrated with Salesforce could expose unlisted group information to users who don't
have access via the Salesforce UI. Check in with your administrator about who can access information in unlisted groups in your
organization.
• You can’t use topics in unlisted groups. You can add a hashtag topic when writing a post or comment in an unlisted group, and the
topic will be formatted as a link after you post. However, a topic detail page isn’t created, and the link won’t work.
• You can’t mention unlisted groups in posts or comments.
101
Collaborate with Everyone
Share Updates with People (Chatter)
Seen-By Information in Private and Unlisted Groups
Posts in private and unlisted Chatter groups have a seen-by count that shows the number of people
who have seen a post. Click the count to see the names of people who’ve seen the post.
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Developer, and Contact
Manager editions
What counts as being seen? Liking, commenting, editing, and viewing in detail. The actions you take in Salesforce Classic, are tracked
and counted, but only Lightning Experience shows the seen by count and list.
A user permission, Hide the Seen By List, is available to disable this feature for selected users. Admins can use this permission to control
which users see the count and the list.
Note: With a couple of exceptions, only people with access to a private or unlisted group see seen-by information. Users with
Modify All Data or View All Data permission can get seen-by information using API calls. That is, their access is the same as with
any feed item. If Hide the Seen By List is enabled for a user with Modify All Data or View All Data permission, they do not see seen-by
information. Seen-by information is not available in any reports.
102
Collaborate with Everyone
Share Updates with People (Chatter)
Broadcast Groups
Broadcast groups are a special type of public, private, or unlisted group where only group owners
and managers can create new posts. Group members can comment on the posts created by the
group owner or manager.
By restricting the ability to post, group owners and managers can keep group discussions focused
and relevant by cutting down noise from off-topic posts. Public, private, and unlisted groups support
this feature.
To set a group to broadcast mode, select Broadcast Only in the group settings.
Example: Creating broadcast groups are ideal when one person or a fixed set of individuals
regularly needs to communicate or share information with a large group of people. Some
examples include:
• Organization-wide updates from the executive leadership in the company
• Policy changes from your company’s HR department
• Event updates from the organizer of large events or company conferences
• Important action alerts from key IT personnel, including their awesome Salesforce
administrator
Broadcast group setting in Salesforce Classic.
Broadcast group setting in Lightning Experience.
103
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Filter Group Feeds
In Lightning Experience, many filtering options are available in group feeds to help you get to
information quickly.
EDITIONS
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Developer, and Contact
Manager editions
104
Collaborate with Everyone
Share Updates with People (Chatter)
Here are the filters you find in group feeds:
• All Updates—Shows all content in the feed.
• Unread Posts—Limits the feed to the posts you haven’t read. To see this filter, you must be a member of the group. A post is
considered read when you’ve liked it, commented on it, edited it, scrolled by it, or viewed it in detail.
• All Questions—Limits the feed to all questions posted through the question publisher.
• Unanswered Questions—Limits the feed to all questions posted through the question publisher that don’t have an answer.
• Questions with No Best Answer—Limits the feed to all questions posted through the question publisher where a Best Answer
hasn’t been selected.
• Questions with Best Answer—Limits the feed to all questions posted through the question publisher where a Best Answer is
selected.
Using the Chatter Groups Page
The Groups page displays a list of the Chatter groups in your company.
Click Groups on the sidebar of the Chatter page to display the list of Chatter groups. On the Groups
page you can
Create a new group
Click New Group to access the New Group page and create your group.
Filter and sort the groups list
Use the following filters to filter your groups.
• Recently Viewed shows the groups you recently looked at, starting with the group you
viewed last
• My Groups shows the groups you belong to, own, or manage
• Active Groups shows the active groups in your company
• My Archived Groups shows the archived groups you belong to, own, or manage.
105
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Click a column header to sort the list. The Group column sorts by group name; the Last Activity column sorts by the date of the last
post or comment on a group; the Membership column sorts based on your membership status.
Search for a group
Search for groups by typing two or more letters of a group name or description in the Find Groups box. The list automatically
filters based on what you type.
View a group
Click a group name to view the group. You can view all groups, but you'll only see updates and files for public groups, and for private
groups you belong to. Groups that allow customers say (With Customers).
Join a public group or ask to join a private group
Click Join to join a public group. For private groups, click Ask to Join to email a request to join to the group's owner and managers.
Users with the “Modify All Data” permission can directly join private groups, and therefore see Join for private groups.
Leave a group or withdraw a request to join a group
Click
to leave a group or to withdraw a request to join a group.
View the group owner’s profile
Click a group owner's name to see his or her profile.
Get a group recommendation
View the groups that Chatter recommends you join based on the group's popularity and the number of connections you have in
the group in the Recommendations section. Click More to see the full list. If you don't see recommendations, you already belong
to all the recommended groups.
SEE ALSO:
Group Files Lists
Join or Leave Groups
Join groups to collaborate with other people on projects or common areas of interest. Share
project-related files and information with the group.
EDITIONS
1. Go to group’s detail page.
Available in: both Salesforce
Classic and Lightning
Experience
2. To join a public group, click Join or Join Group. To join a private group, click Ask to Join. Your
request is sent to the private group’s owner and managers, who accept or decline your request.
You can join up to 300 groups. All groups count toward this limit, except archived groups. For
example, if you're a member of 300 groups, of which 10 are archived, you can join 10 more groups.
To leave a group you joined or withdraw your request to join a private group, go to the group detail
page and click
or Leave Group. If you don’t see these options, ask your Salesforce admin to
adjust the page layout.
106
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Create and Manage Groups
Create Chatter Groups
Create public, private, and unlisted Chatter groups to collaborate with your teams and work together
on projects.
EDITIONS
1. Navigate to the list of groups.
Available in: both Salesforce
Classic and Lightning
Experience
• In Salesforce Classic, click the Groups tab.
•
In Lightning Experience, click
in the navigation menu.
2. Click New Group, and enter a group name and description.
Note: Group names must be unique across public and private groups. Unlisted groups
don’t require unique names.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
If Communities is enabled, public and private group names must be unique within the
USER PERMISSIONS
To create groups
• Create and Own New
Chatter Groups
. yt im
nm
ouc
3. Select an access level for your group.
• Public: Anyone can see and add posts, comments, and files. Anyone can join a public group.
• Private: Only group members can see and add posts, comments, and files. People must ask to join or be added by the group's
owner or managers. Users with the “Modify All Data” and “View All Data” permission can see group posts, updates, and files
across the organization. Users with the “Manage All Data” permission can also join private groups directly and change group
settings.
• Unlisted: Only group members and users with the “Manage Unlisted Groups” permission can see and add posts, comments,
and files. People cannot ask to join and must be invited by the group’s owner or managers. Unlisted groups offer more privacy
and nonmembers cannot see or access unlisted groups in list views, feeds, and in search results. Unlisted groups aren’t available
by default; your administrator must enable them for your organization.
Select Allow Customers in a private or unlisted group, if you want to allow customers to join that group. You can identify groups
with customers by the orange upper left corner of the group photo. However, if you allow customers in a group, you can't change
the group access level later.
If your Salesforce admin has enabled group archiving, change the automatic archiving settings for the group. Disable automatic
archiving only if a group must remain active at all times, despite extended periods of inactivity.
4. Save your changes.
107
Collaborate with Everyone
Share Updates with People (Chatter)
Note: You own groups you create. To assign a new owner, finish creating the group, then edit the group settings.
SEE ALSO:
Can I change a group's access level, for example, to make a private group public?
Change the Owner of a Group
Edit the group settings to change the owner. You can edit settings for Chatter groups you own or
manage.
EDITIONS
1. Click Group Settings on the group detail page in the Salesforce Classic. In the Lightning
Experience, click Edit Group from the buttons in the group header.
Available in: both Salesforce
Classic and Lightning
Experience
2. Type a name or click the lookup icon to search the group members to assign a new Owner.
Only the current owner or people with the “Modify All Data” permission can change the owner.
You must choose the owner from existing members.
3. Save your changes.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
SEE ALSO:
Add and Remove Chatter Group Members
USER PERMISSIONS
To edit public or private
Chatter groups:
• Group owner or group
manager role
OR
Modify All Data to edit
public and private
groups
OR
Manage Unlisted
Groups to edit unlisted
groups
Customize Groups
Use record types to create group types with the layout and branding you want, and use them to
create custom groups.
EDITIONS
Creating a group record type creates a Group Type that users can choose when they create Chatter
groups.
Available in: Lightning
Experience
1. From Setup, enter Groups in the Quick Find box, then select Record Type.
2. Click New.
USER PERMISSIONS
3. Choose an existing record type as the basis for the new group type.
To create record types for
groups:
• “Create and Edit Record
Types for Groups”
4. Choose a label and the name of the new record type. The label is what appears when users
select a group type and the name is the unique API name.
5. Enter a description, which is visible to users.
108
Collaborate with Everyone
Share Updates with People (Chatter)
6. SelectActive to activate the record type.
7. Select Enable for Profile next to a profile to make the record type available to users with that profile. Select the checkbox in the
header row to enable it for all profiles.
8. Click Next.
9. Choose a page layout option to determine what page layout displays for records with this record type.
10. Click Save.
Can I change a group's access level, for example, to make a private group public?
If you’re a group owner or manager, you can change groups from private to public, or from public to private by editing the group settings.
If you change a private group to public, updates and files are visible to all users, all pending requests to join the group are accepted, and
anyone can join the group. Private groups with customers can’t be converted to other group types. You can't change the group access
level for private groups that allow customers.
SEE ALSO:
What Your Chatter Group Role Allows You To Do
Add and Remove Chatter Group Members
Own or manage a Chatter group? Here’s how you add or remove group members.
1. In Salesforce Classic, on a group detail page, click Add/Remove Members. In Lightning
Experience, click Add Member from the group highlights panel (your administrator must add
this quick action to the group publisher).
2. Start typing the name of the user you want to add or remove to filter the list of users.
3. Click Add to add a member, or
to remove a member. For people who have requested to
join, click Accept to accept the request, or
to decline.
4. Click Done when you're finished.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
SEE ALSO:
View Chatter Group Members
Accept or Decline Private Group Requests
As the owner or manager of a private Chatter group, you can accept or decline requests to join the
group.
EDITIONS
In addition of the owner or manager of the group, anyone with the “Modify All Data” permission
can also view and manage requests for all public and private groups. Anyone with the “Manage
Unlisted Groups” permission can manage group membership requests for all unlisted groups in
the organization.
Available in: Salesforce
Classic
1. On a group detail page, click Request.
You can also click the link in the email request.
2. Accept or decline the requests.
Salesforce sends an email to each person to inform them that their request was accepted or
declined.
109
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
If you make a private group public, any pending requests are automatically accepted.
Group Roles
What Your Chatter Group Role Allows You To Do
The actions you can perform in a Chatter group depend on whether you’re a member, owner, or
manager of that group.
EDITIONS
This table describes the actions that can be performed by members, managers, and owners of
public and private Chatter groups. Customers can be group members and managers, but not
owners.
Available in: both Salesforce
Classic and Lightning
Experience
Action
Owner
Manager
Member
Post, comment, and
search group feeds
Yes
Yes
Yes
Add and remove
records in groups (if
configured)
Yes
Yes
Yes
Post group
announcements
Yes
Yes
Delete posts and
comments
Yes
Yes
Add and remove
members
Yes
Yes
Change member roles Yes
Yes
Edit group settings
Yes
Yes
Edit the Information
field
Yes
Yes
Archive groups and
activate archived
groups
Yes
Yes
Change group owner
Yes
Delete group
Yes
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
To create groups
• Create and Own New
Chatter Groups
Users with the “Modify All Data” permission can perform all actions on all private and public groups, and users with the “View All Data”
permission can view details of all private and public groups, regardless of membership.
Additionally, in unlisted groups:
• Users with the “Manage Unlisted Groups” permission can find and perform all of these actions in unlisted groups, even if they aren’t
members.
110
Collaborate with Everyone
Share Updates with People (Chatter)
• Users with the “Modify All Data” or “View All Data” permission can only find and access unlisted groups if they are members. Unlike
public and private groups, users with the “Modify All Data” permission can’t perform group owner actions in unlisted groups. They
can perform group manager actions if that role is assigned to them in the unlisted group.
SEE ALSO:
What happens when the owner of a Chatter group is deactivated?
Change Chatter Group Roles
You can change group roles for groups you own or manage.
EDITIONS
1. Click Change Roles on a group detail page.
2. To search for members, start typing in the search box. You can sort the list by toggling between
Managers and All Members.
Available in: Salesforce
Classic
3. Select the Manager checkbox for people you want to be managers.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
If a customer is selected as a manager, they can see people who ask to join the group, even if
they aren't in other common groups. They can also approve requests.
To change the group owner, you must own the group. Anyone with the “Modify All Data”
permission can also change the owner in public and private groups. Anyone with the “Manage
Unlisted Groups” permission can change the owner for unlisted groups. Click the Group Settings
link next to the current owner to assign a new owner.
4. Click Done
SEE ALSO:
What happens when the owner of a Chatter group is deactivated?
What happens when the owner of a Chatter group is deactivated?
The deactivated user still owns the group, but a user with the “Modify All Data” permission can assign a new owner for a public or private
group. In the case of unlisted groups, a user with the “Manage Unlisted Groups” permission can assign a new owner.
SEE ALSO:
Change Chatter Group Roles
111
Collaborate with Everyone
Share Updates with People (Chatter)
Archiving and Activating Chatter Groups
Archived Chatter Groups
When a Chatter group is archived, group members can no longer post content or share files with
the group. Previous posts, comments, and files remain available in the group.
EDITIONS
Users can still comment on existing posts, mention people, and search the feed in archived groups.
Users can also join and leave archived groups, create reports that include archived groups, and use
global search to find archived groups and their content. Group owners and group managers can
archive groups, activate them, and enable and disable automatic archiving at any time. Users with
the “Modify All Data” permission can perform these actions on public and private groups in their
organization. Users with the “Manage Unlisted Groups” permission can perform these actions on
unlisted groups.
Available in: both Salesforce
Classic and Lightning
Experience
Archived groups allow users to focus on the active groups in your organization:
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Archived groups don’t count toward a user’s group membership limits.
• Posts from archived groups don’t display in Chatter feeds, unless someone adds a comment. Posts with new comments display in
the All Company (Salesforce Classic) feed. They may display in the Company Highlights (Lightning Experience) feed, provided they
rank highly due to their popularity or degree of engagement (such as their comments, likes, and views). Posts with new comments
also display in the feed of each group member.
• File and feed sharing is limited to active groups only, making group searches more efficient.
• Archived groups display only in My Archived Groups and not in the Active Groups list.
Example: Archiving the group is useful for groups that have little or no feed activity, but contain useful information that you
want to retain. Some examples include:
• A group that a sales team created while pursuing a deal. Though there probably won’t be much group activity after lead
conversion, the sales team can still access important information about the customer.
• A group used for planning a company event. It can be archived after the event to reuse vendor information and planning
discussions.
• A service desk type group used to track key issues for a major deployment for a customer. Archiving it after deployment issues
are ironed out still gives support agents access to relevant information for future troubleshooting.
• When a new group replaces a legacy group with the same or broader purpose, the legacy group can be archived to redirect
traffic to the new group.
• Team groups can be archived when a team changes or team members leave the company, while preserving team discussions
for future reference.
Turning off automatic archiving is useful for groups that contain important information but aren’t updated on a regular basis, like
a group used for company-wide announcements. Groups without activity for more than 90 days won’t get archived, and users
won’t miss any important posts.
112
Collaborate with Everyone
Share Updates with People (Chatter)
Archive Chatter Groups
Archive a group manually or edit automatic archiving settings.
EDITIONS
Feed activity in groups is reviewed on a weekly basis. If a group has no new feed posts or comments
for 90 consecutive days, the group is archived automatically. Mentioning a group doesn’t count as
feed activity and doesn’t delay group archiving. Group owners, group managers, and users with
the “Modify All Data” permission can manually archive or edit automatic archiving settings for
groups at any time.
1. Click Group Settings on the group detail page in the Salesforce Classic. In the Lightning
Experience, click Edit Group from the buttons in the group header.
2. Configure archiving for the group in one of two ways:
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Click Archive to archive the group right away.
• Select Archive this group if there are no posts or comments for 90 days and click
Save to set up automatic archiving.
After you archive a group:
• The publisher on the group page is hidden and members can’t create new posts or share files in the group.
• The group no longer appears in the Active Groups filter on the Groups tab.
• Previous group posts and comments no longer appear in the Chatter feed, unless someone adds a comment. Posts with new
comments display in the All Company feed (Salesforce Classic) and the feed of each group member. They may appear in the Company
Highlights feed (Lightning Experience), depending on the post’s popularity ranking and engagement (such as likes, comments, and
views).
Use the My Archived Groups filter in the Groups list to find the archived groups that you own, manage, or belong to. You can also use
global search to find archived groups or associated content. Note that archived groups don’t count toward your group membership
limit.
Note:
• Group members don’t receive email notifications when a Chatter group they own, manage, or belong to is archived or activated.
• If your administrator disables archiving for groups, you can’t archive groups or edit automatic archiving settings. You can
activate archived groups at any time, even if the feature is disabled.
SEE ALSO:
Archived Chatter Groups
Activate Archived Chatter Groups
113
Collaborate with Everyone
Share Updates with People (Chatter)
Activate Archived Chatter Groups
Group owners, group managers, and users with the “Modify All Data” permission can activate an
archived Chatter group from the group detail page.
EDITIONS
1. Navigate to the group you want to activate.
Available in: both Salesforce
Classic and Lightning
Experience
• Use the My Archived Groups filter on the Groups list view to find the archived groups you
own, manage, or belong to.
• To find other archived groups, use global search, run a report, or ask your administrator for
help.
2. Click Activate on the group detail page. You can also activate an archived group from the
group settings page.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
After a group is activated, the group detail page displays with the publisher enabled so members
can create new posts and share files with the group.
Note:
• Group members don’t receive email notifications when a Chatter group they own, manage, or belong to is archived or activated.
• You can only activate one group at a time. To activate multiple groups at once, use the Salesforce API.
SEE ALSO:
Archived Chatter Groups
Archive Chatter Groups
Delete Chatter Groups
Only the group owner and users with the “Modify All Data” permission can delete a group.
In Lightning Experience, you can delete the group by clicking Delete Group from the buttons in
the group highlights panel.
In Salesforce Classic:
1. Edit the group settings. Click Group Settings on a group detail page.
2. Click Delete.
3. Click OK.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Deleting a group permanently deletes the updates of the group, including any links posted to the
group. When you delete a group that includes files, you're not deleting the files, just the references
to the files. The files remain in their original location, such as in each file owner’s Owned by Me. If
the files were posted to the group and not shared in other locations, deleting the group also removes
the references to the files. The files remain in the file owner's Owned by Me, where they're private but can be shared again later.
Tip: To retain group data for future reference, archive groups instead of deleting them.
SEE ALSO:
Archive Chatter Groups
View Where a File is Shared
114
Collaborate with Everyone
Share Updates with People (Chatter)
Working in Chatter Groups
Get Familiar with Your Chatter Group
Click a group's name in a feed, in the Groups list, or on someone's profile to see the group’s updates,
files, and group members.
EDITIONS
How much detail you see and what you can do on a group’s page depends on the type of group,
whether you’re a member, owner or manager of the group, and on your group role.
Available in: both Salesforce
Classic and Lightning
Experience
Non-Members of Public Groups
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
If you’re viewing the group detail page of a public group you’re not a member of, you can
Post and comment
Type an update above the feed or comment below a post in the feed and click Share.
Join the group
Click Join to join the group.
View group description and information
The group description and information display in a separate column next to the feed.
View the group's members
The Group Members section shows the group’s current members, including any customersinvited to the group.
View, download, and search files posted to the group
Files posted to the group feed or shared with the group appear in the Group Files section.
View the topics the group is talking about
The group’s topics display below posts in the group feed.
Search for group information
Click
above the feed to search for information in the group.
Non-Members of Private Groups
If you’re viewing the group detail page of a private group you’re not a member of, you can only
Ask to join the group
Click Ask to Join to send an email to the owner and managers of a private group requesting to join.
View the group’s picture and description
The group description displays below the group photo.
View the group's members
The Group Members section shows the group’s current members, including any customersinvited to the group.
Nonmembers of Unlisted Groups
If you’re not a member of an unlisted group, you can’t view the group detail page.
Group Members of Public, Private, and Unlisted Groups
When you’re a member of a public, private, or unlisted group, you can also
115
Collaborate with Everyone
Share Updates with People (Chatter)
Change Email Settings and In-App Notifications for Salesforce1 Mobile Apps
In Salesforce Classic, click Email Me... to be emailed about activity in the group, either every time someone posts, daily, or weekly.
Selecting Every Post also turns on in-app notifications for groups in the Salesforce1 mobile apps. To stop receiving email and mobile
notifications for the group's activity, click Turn Off Group Email. Click Email Settings to modify all your Chatter email settings.
In Lightning Experience, click Email Notifications from the group highlights panel to modify your group email settings.
Invite People
If your administrator has enabled invitations, click Invite People to invite people not using Chatter to join the group. For private
groups, only the group manager, group owner, or users with the “Modify All Data” permission can invite people. For unlisted groups,
only the group manager, group owner, or users with the “Manage Unlisted Groups” permission can invite people.
Leave the group
Click , or to withdraw a request to join a private group. To leave a group you own, you must first assign a new owner.
Group Owners and Group Managers
When you’re the owner or manager of a public, private, or unlisted group, you can also
Add or remove group members
Change the group photo
Edit group settings
Edit the Information section
Click Add Information or in the Information section to add additional information for the group's members. You can customize
this section, including its title, to say anything you want.
Edit the Description section
Click Add Description or
in the Description section to add a description of the group.
Change member roles
Accept or decline requests for private groups
SEE ALSO:
Group Files Lists
View Chatter Group Memberships
The Groups list on your profile shows you the Chatter groups you belong to, sorted by the most
recent activity date. You can join or create groups on the groups tab. You can also view the Groups
list on other people's profiles to see their group memberships.
Note: On other people’s profiles, you can see unlisted group memberships only if you’re
also a member.
• To view the full list in alphabetical order, click Show All.
• To see more of the list, use the Next and Previous links.
• To leave a group or withdraw a request to join, click
.
• To join a public group on another person's groups list, click Join .
116
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
• To send a request to join a private group on another person's groups list, click Ask to Join..
SEE ALSO:
What Your Chatter Group Role Allows You To Do
View Chatter Group Members
The Members section on a Chatter group page shows all of the members of a group, including
customers.
EDITIONS
1. Click Show All in the Members section to view the full group member list in alphabetical order.
Available in: both Salesforce
Classic and Lightning
Experience
In the Members window, you can:
• Filter the list to see all members, managers, or the owner
• Use the Next and Previous links to see more of the list
• Search using the Find Members search box
• Click Follow or
next to a person's name to start or stop following them.
You can’t follow customers.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
2. Click Done to close the window.
Chatter Group Recommendations
Chatter recommends groups that you might want to join based on:
EDITIONS
• The popularity of the group determined by the number of members.
• The number of people you're following in the group. Chatter recommends groups with the
most members you're following.
Available in: Salesforce
Classic
• If the group is new (created in the last month).
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
To see an expanded list of your recommendations, click More in the Recommendations section. If
no recommendations appear, then you already belong to all the recommended groups. Hover over
the recommendations and click to dismiss them, and they won’t appear again.
Use Email to Post to Chatter Groups
Email your posts to Chatter groups you have access to.
EDITIONS
If your admin has enabled this feature, you can email your posts to any public group. Additionally,
your admin can allow you to include attachments. You can email posts to a private or unlisted
group only if you’re a member. You must use the email address associated with your Salesforce
user account.
1. In Salesforce Classic, from the group detail page, click Post by email below the group description
to launch a blank email to the group using your local email client.
2. Type your message in the email body, including attachments if needed, and send the email.
Attachments to the email are added as files in Chatter and shared with the group.
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
The email content displays as a post on the group detail page. Any hashtags you include in the
email body (for example, #TeamExcellence) are converted to topics on the post. If more than one attachment is included with the email,
the first attachment is included as part of the post. Additional attachments are added in comments.
117
Collaborate with Everyone
Share Updates with People (Chatter)
Tip: Save the group’s email address as a contact in your mail client or mobile device for easy access in the future. If you copy and
paste the mailto: link directly into the contact’s email field, some mail clients may consider the link invalid and prevent you from
sending email to the contact. Try removing the parenthetical group name from the first part of the email address. For example,
remove (My Group) from (My
Group)0f9b000000004cmkaq@post.k-pxyvmac.kp0.chatter.salesforce.com.
The following limitations apply to posting to a group using email:
• The 10,000 character limit for Chatter posts applies to posts created using email. Any text in your email beyond this limit is not
included in the post.
• The maximum message size is 25 MB, including text and attachments.
• The email subject is not included in the post.
• You can create text posts using email and include links in the text. You can also include up to 25 attachments. You can’t mention
people, create polls, or give titles to links when posting to the group by email.
• Character-level formatting, such as the use of bold or different type sizes, is not supported.
• Email addresses must be unique at the group level. If multiple user profiles in your organization use the same email address, and
that email address is used to post to a group, then the user profile associated with that particular group is used for the post in the
group feed. If the email address is shared between multiple user profiles in the same group, the email is blocked.
• Signature text is treated as part of your post. Default signatures inserted by mobile devices, such as Sent from my iPhone,
are automatically removed. Before sending your email, delete custom signatures and any extra text you don't want posted to Chatter.
Or, add a separator line to the top of your signature to have it automatically removed. The separator line must have a minimum of
one of the following characters:
– Dash (-)
– Equal sign (=)
– Underscore (_)
You can also use any combination of these characters or dash dash space (-- ), which respects RFC 3676 4.3.
Post Announcements in Chatter Groups
Post group announcements to highlight important messages on the group page.
Note: Groups display the global publisher layout by default. If the Announcement action
doesn’t appear in groups, ask your administrator to override the global publisher and add
the Announcement action to a custom group publisher layout.
Only group owners, group managers, and users with the “Modify All Data” permission can post and
delete group announcements.
1. On the group page, click Announcement in the publisher.
2. Type your message. The character limit is 5,000, and you can include links or mention users and
groups in your announcement. Due to space constraints, approximately 137 characters of the
announcement displays on the group page. Click More to see the rest of the message.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
3. Specify an expiration date for the announcement.
4. Click Share.
Group announcements display until 11:59 p.m. on the selected expiration date, unless they’re replaced by a new group announcement.
Users can discuss, like, and post comments on announcements in the group feed. Group members receive an email notification when
you post an announcement, same as for other posts, depending on their selected group email notification frequency.
118
Collaborate with Everyone
Share Updates with People (Chatter)
Deleting the feed post deletes the announcement. To remove the announcement from the group page without deleting the feed post,
click
in the top corner of the announcement, then select the option to dismiss the banner.
Send Email Notifications for Announcements
Group owners and managers can now send email notifications to all group members for group announcements. Previously, only group
members who opted to be notified for each post in the group were notified. Group owners and managers require the “Send announcement
emails” permission to do this. If this feature is enabled, select Email all group members next to the announcement expiration date to
notify all group members.
Group Files Lists
The Group Files list on a Chatter group page shows the recent files posted to that group.
Hover to see available options or click the file name to go to the file detail page. To see a list of all
the files posted to a group, to search for a specific file, or to perform actions on a file, expand the
files list Show All. The 25 most recently viewed files are listed by default. On this list you can:
• Search for files that have been posted to the group. The list includes files that you and other
people have attached to the Chatter feed on the group. The list doesn't include:
– Documents from the Documents tab.
– Attachments from the Notes and Attachments related list.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Upload private files or upload and share files with people, groups, or via a file link.
• Preview a file without downloading it.
• Follow and receive updates about a file in the Chatter feed. Click
the file. (Requires Chatter.)
• Click
next to the file you're following to stop receiving updates about
to download, upload a new version, share with people, groups, or via link, and see sharing settings.
• To view the file detail page, click a file name.
• To see a file owner’s profile, click their name.
Note:
• Not all files can be previewed, such as encrypted files, password-protected files, copy-protected PDFs, unknown file types, and
any file larger than 25 MB. For files that can’t be previewed, the Preview option isn’t available on feeds or list views, and files
appear as generic file type icons in the feed. Some Microsoft Office 2007 features don’t display correctly in previews. If a file
can be previewed, but a preview doesn’t exist, contact your Salesforce admin who may be able to regenerate the preview.
• Files without a file extension or with an unrecognized file extension show “unknown” in the Type column.
SEE ALSO:
View Chatter Group Members
119
Collaborate with Everyone
Share Updates with People (Chatter)
Records in Chatter Groups
Create Records in Chatter Groups
Use the group publisher to create records in Chatter groups.
EDITIONS
The actions available to you in the group publisher depend on your permissions, your role in the
group, the type of group, and how your administrator has configured the group publisher.
• Depending on how your administrator configures the groups publisher layout, you can create
account, contact, lead, opportunity, contract, campaign, case, and custom object records. Other
objects aren’t supported.
• When you create a record in a group, a record creation post displays several places, including
in the group feed, on your profile, in the record feed, and in your company’s Chatter feed. Only
users with the necessary permissions (via license, profile, permissions, and sharing rules) can
view the record and the record creation feed post.
Tip: Filter the group feed to Show All Updates to view record creation posts.
• All comments on the record creation post display in the group feed. This includes comments
made on the post in the record feed, and those made by users who don’t belong to the group.
For example, John creates a record in a private group and the record creation post displays in
the group feed and in the record feed. Sally isn’t a member of the same private group, but she
has access to the record detail page and the record feed. Sally comments on the record creation
post in the record feed, and it appears in the private group’s feed.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
To create a record in Chatter
groups:
• Create on the object
• Record visibility in groups respects user permissions and sharing access rules in your organization. Group members with permissions
can view the record and comment on it from any context (in a group, on the owner’s profile, on the record detail page, in the
company’s Chatter feed).
Group members without permissions, such as Chatter Free users, can’t see the record or the record feed in the group or anywhere
else.
• You can’t create records in groups that allow customers.
• If your administrator has enabled the ability to add records to groups, as well:
– Creating a new record within a group automatically creates a group-to-record relationship, same as when you add an existing
record.
– The group records list displays the records you create, in addition to the records you add.
You can remove records from Chatter groups.
120
Collaborate with Everyone
Share Updates with People (Chatter)
Add Existing Records to Chatter Groups
Add records to groups so you can collaborate on and discuss the records as a team.
EDITIONS
1. From the group publisher, click Add Record.
Note: If you don’t see this option, your administrator needs to include the Add Record
action to the group publisher. Groups that allow customers don’t allow you to add records.
2. Select the type of record from the Record list.
You can add account, contact, lead, opportunity, contract, campaign, case, and custom object
records. Other objects aren’t supported.
3.
In the blank search field, type the name of the record you want to search for and click
Leave the field blank to search for all available records of the selected type.
.
4. From the lookup search results list, click the record you want to add to the group to select it.
5. Click Create.
A success message confirms when the record is added to the group and the record appears in the
Group Records list. If your administrator has added the Groups related list to the record detail page,
you can also see the list of groups the record is associated with on the record detail page. There is
no limit to the number of records you can add to a group.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
To view a group record or
add a record to a group:
•
Read on the record
•
Access to the group
Note: Adding a record to a group doesn’t affect its visibility. Only users with the necessary
permissions (via license, profile, permission sets, or sharing) can see the records in a group.
For example, Chatter Free users don’t see any records in groups. Or, a user with permissions
to view accounts and contacts can’t view any case records in the group. This sometimes
means that users see fewer records than the actual count indicated on the group records list.
Example: Here are some ways to use Chatter groups as a collaboration space for records that you’re working on.
• A sales team working together on an account can track the related opportunities, contacts, and leads in one group. Team
members with permissions can access records directly from the group. New team members can use the group as a one-stop
reference to familiarize themselves with historical discussions about the account and its child records.
• Customer service teams can use groups to track the cases they handle. The group can become the team’s forum to monitor
cases, discuss solutions, and analyze trends in common problem areas.
• Marketing teams can use groups to track their campaigns, plan events, and discuss the potential leads and contacts to invite
for the event. Groups also make for a great space to collaborate on marketing content or campaign artifacts.
121
Collaborate with Everyone
Share Updates with People (Chatter)
Remove Records from Chatter Groups
Remove records you no longer use from your Chatter groups.
EDITIONS
Anyone with access to the record in a group can remove it from the group.
1. On the group detail page, click Show All next to the Group Records list.
Note: The group records list appears on the group detail page only if your administrator
allows you to add existing records to groups.
2. Optionally, select an option from the Filter By list to view records of that type.
3. Find the record you want to remove, then click Remove next to the record’s name.
Removing a record from a group deletes the group-record relationship, but not the record itself.
You can restore the group-record relationship from the Recycle Bin.
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
Chatter Messenger (Chat)
To remove group records:
•
Read on the object
Chat instantly and securely with coworkers. Chatter Messenger is not available in new orgs created
after the Spring ’16 release.
•
Access to the group
IN THIS SECTION:
Using Chatter Messenger
Click the Chat header to expand or minimize chat. To get the most out of your chat experience, click
in the chat list to pop it
out to a separate browser window. Then, you can easily chat with people while you browse other sites and use other applications.
Using the Chat List
Tips for using the chat list.
Adding People to the My Favorites List in Chat
The list of people you follow in Chatter can be long. Add up to 100 chats with one or more people to your My Favorites list and they’ll
always show up at the top of your chat list.
Removing People from the My Favorites List in Chat
Remove chats with one or multiple people from your My Favorites list if you chat with them less often. People you follow in Chatter
will still show up in your People I Follow list.
Changing Your Chat Status
Let people know if you're available to chat, or set your status to Offline if you don't want to chat.
Chatting with People
Chat with one or more people in Chatter.
Chat History
View your chat history.
Adding Emoticons to a Chat
Typing certain combinations of letters and punctuation marks inserts a whimsical icon into your chat conversation.
Pop Out Chat Windows
Keep chatting—even when you minimize your browser or use other applications—by popping out a chat or your chat list into a
separate browser window.
Editing Chat Options
Can I change the sounds I hear in chat?
122
Collaborate with Everyone
Share Updates with People (Chatter)
Using Chatter Messenger
Click the Chat header to expand or minimize chat. To get the most out of your chat experience,
click
in the chat list to pop it out to a separate browser window. Then, you can easily chat with
people while you browse other sites and use other applications.
A few considerations apply to using Chatter Messenger:
• Chatter Messenger is not available in new orgs created after the Spring ’16 release.
• Your administrator can disable Chatter Messenger at the organization level. In addition, you
can access Chatter Messenger only if your administrator has selected “API enabled” in your
profile permissions. If you don’t see Chatter Messenger when you log in to Salesforce, ask your
administrator if they have disabled the feature and granted the necessary permissions to access
Chatter Messenger.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Chatter Messenger is not available with Communities. It is available for internal users only when the organization-wide default for
the user object is set to Public Read Only.
• Chatter Messenger is not supported on Microsoft® Internet Explorer® version 7.0. Internet Explorer 7 users appear offline to other
Chatter Messenger users.
With chat, you can:
• Let people know if you're available to chat.
• Chat with people.
• Add people to and remove people from your My Favorites list.
• Pop out your chat to a separate browser window.
• Use emoticons when you chat with people.
• Customize your chat options, such as sounds and notifications.
• View your chat history.
SEE ALSO:
Chatter Messages
Using the Chat List
Tips for using the chat list.
EDITIONS
Note: Chatter Messenger is not available in new orgs created after the Spring ’16 release.
• Use the search box at the top of your chat list to quickly find and chat with any online Chatter
user, including the people you don't follow.
• Switch between active chats by clicking a chat in the Current Chats list.
• To add someone to your chat list, follow them in Chatter.
• Add people you chat with frequently to your My Favorites list.
• Click
to customize your chat options.
• Click your status at the top of the chat list to change your chat status.
123
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
•
Share Updates with People (Chatter)
When a chat is minimized, you’ll see the new message indicator
for new messages.
SEE ALSO:
Changing Your Chat Status
Adding People to the My Favorites List in Chat
The list of people you follow in Chatter can be long. Add up to 100 chats with one or more people
to your My Favorites list and they’ll always show up at the top of your chat list.
Note: Chatter Messenger is not available in new orgs created after the Spring ’16 release.
• In an active chat with one or more people, click
to save the chat as a favorite.
• You can also click and drag a single person’s name from the People I Follow list to the My
Favorites list.
• You can rename a chat with multiple people in your My Favorites list. Click Edit next to My
Favorites, click the multiple-person chat you want to rename, and type a new name. For example,
if you have a favorite chat with Sue, John, Jeff, you could rename it to Sales Team.
All names must be unique.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
SEE ALSO:
Using the Chat List
Removing People from the My Favorites List in Chat
Remove chats with one or multiple people from your My Favorites list if you chat with them less
often. People you follow in Chatter will still show up in your People I Follow list.
Note: Chatter Messenger is not available in new orgs created after the Spring ’16 release.
1. Next to the My Favorites list, click Edit.
2. Next to the name of the chat you want to remove, click the
button.
3. When you’ve finished deleting chats from the list, click Done next to the My Favorites list.
You can also remove chats from the My Favorites list by clicking the
SEE ALSO:
Adding People to the My Favorites List in Chat
124
icon in an active chat.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
Changing Your Chat Status
Let people know if you're available to chat, or set your status to Offline if you don't want to chat.
EDITIONS
People can see your status:
Available in: Salesforce
Classic
• In their chat lists
• On your profile
• On people hovers
To change your chat status, click Available, Away, or Offline at the top of your chat list. For example,
if your status is set to Available but you don't want to chat with others, click Available and choose
Offline.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Your status automatically changes to idle if you're idle for 15 minutes. To change this setting, click
Chat > > Options, then select General Settings.
Note: Administrators enable or disable Chat for an organization.Chatter Messenger is not available in new orgs created after the
Spring ’16 release.
SEE ALSO:
Editing Chat Options
Chatting with People
Chat with one or more people in Chatter.
EDITIONS
Note: Chatter Messenger is not available in new orgs created after the Spring ’16 release.
1. Start a chat with any online Chatter user.
• Use the search box at the top of Chatter Messenger to find and start a chat with anyone in
your organization. Alternatively, click a name in the People I Follow or My Favorites list.
• From a person’s profile, click
Start Chat.
• From any feed, hover over a person’s name and click
Start Chat.
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
2. Optionally, add up to 10 people to the chat.
a. Drag people from your chat list to the active chat, or click
in Chatter.
at the top of the active chat to search for and add any online user
b. Repeat until you’ve added everyone you need for the chat.
Click
to see a list of everyone in the chat.
Note: When you leave a chat with multiple people, the other people in the chat can continue chatting without you. You need
to be added back to the chat to participate again.
SEE ALSO:
Changing Your Chat Status
125
Collaborate with Everyone
Share Updates with People (Chatter)
Chat History
View your chat history.
EDITIONS
Note: Chatter Messenger is not available in new orgs created after the Spring ’16 release.
When you start a chat with someone, your conversations with them from the last 72 hours are
automatically shown. Conversations older than 72 hours are deleted and can’t be retrieved. To see
a list of all conversations from the last 72 hours:
1. Click the Chat header to expand the chat window.
2. Click
.
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
3. Click someone’s name to see your chat history with them.
SEE ALSO:
Using Chatter Messenger
Adding Emoticons to a Chat
Typing certain combinations of letters and punctuation marks inserts a whimsical icon into your
chat conversation.
Note: Chatter Messenger is not available in new orgs created after the Spring ’16 release.
The following emoticons are available.
Available in: Salesforce
Classic
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Emoticon Typed Characters
:-), :), :], =)
:-(, :(, :[, =(
:-D, :D, =D
:-O, :O, :-o, :o
:-P, :P, :-p, :p, =P
;-), ;)
You can turn off emoticons in Chat >
EDITIONS
> Options.
SEE ALSO:
Editing Chat Options
126
Collaborate with Everyone
Share Updates with People (Chatter)
Pop Out Chat Windows
Keep chatting—even when you minimize your browser or use other applications—by popping
out a chat or your chat list into a separate browser window.
Note: Chatter Messenger is not available in new orgs created after the Spring ’16 release.
• Click
in the top-right corner of an active chat or the entire chat list to pop it out.
• Click
in the top-right corner of a popped-out chat or chat list to pop it back in to your
Salesforce screen.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
SEE ALSO:
Editing Chat Options
Editing Chat Options
Note: Chatter Messenger is not available in new orgs created after the Spring ’16 release.
To edit your chat options, click
in the top-right corner of the chat window, then click Options.
Tip: When you click , you can also quickly toggle the visibility of My Favorites, People I
Follow, and Offline People in your chat list. You can also toggle the options to Play sounds
and Show emoticons.
General Settings
Option
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Description
Change status to Idle When selected, your status changes to “idle” if you are idle in your
after 15 minutes
Salesforce app for the length of time you specify.
Show emoticons
When selected, graphics such as or display when people you chat
with type standard textual emoticons such as :-) or :-(.
Show a timestamp
only when I hover
over a message
When selected, the timestamp for chat messages displays only when
you hover over an individual message. When not selected, the timestamp
displays inline with each chat message and status change.
Sounds and Notifications
Option
Description
Play a sound for new
messages
When selected, a sound plays when someone starts a new chat with you.
Alert in browser tab for new
messages
When selected, a notification saying “You have new chat messages” displays in your browser tab
when someone sends you a new chat message.
Note: Sounds play for all incoming messages when a chat is minimized, a chat is out of
focus (for example, if you have multiple chats), or when you’re using another application or
browser tab.
127
Collaborate with Everyone
Share Updates with People (Chatter)
Chat List
Select the lists of people that you want to see in your chat list:
• My Favorites
• People I Follow
• Show people who are offline
SEE ALSO:
Adding Emoticons to a Chat
Changing Your Chat Status
Can I change the sounds I hear in chat?
To change your sound and notification settings, go to Chat >
> Options and select Sounds and Notifications.
SEE ALSO:
Editing Chat Options
Private Messages
Use Chatter messages for secure private conversations with other Chatter users.
IN THIS SECTION:
Chatter Messages
Send your a question to another person privately, or to communicate with a few select people when a discussion isn't relevant to
everyone you work with. Messages also notify people when a file has been shared with them.
Search for Chatter Messages
Send Chatter Messages
Send messages to communicate privately in Chatter.
Chatter Messages
Send your a question to another person privately, or to communicate with a few select people
when a discussion isn't relevant to everyone you work with. Messages also notify people when a
file has been shared with them.
Messages don't appear in your feed, your profile, global search results, or any other part of Chatter
that's publicly visible.
View your messages by clicking the Messages link in the Chatter tab. On the My Messages page,
you can:
• See the most recent message in each of your conversations. The most recent message displays
at the top of the list.
• See the photo of the person who sent the most recent message in a conversation.
• See if you have unread messages ( ).
• See if you sent the most recent reply (
) in a conversation.
128
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Share Updates with People (Chatter)
• Click any message to view the full history of messages exchanged in that conversation.
• Send a message by clicking New Message.
Your messages are organized into conversations, with each conversation defined by the unique combination of people participating in
it. For example, let's say you send a message to Sally Smith. When Sally replies, her message continues your one-on-one conversation.
Every new message you send to Sally—even if it's about a different topic—also continues the same conversation. Over time, you build
a rich conversation history with Sally that contains every message you've ever exchanged with her. At the same time, let's say you send
a message to both Sally Smith and Bob Johnson. That message is considered part of a separate conversation between you, Sally, and
Bob. When Sally replies, her message continues a separate conversation from your one-on-one conversation with Sally.
Consider these tips for using Chatter messages.
• You can send messages to anyone in your Chatter organization. It doesn't matter who you follow, who's following you, what groups
you belong to, or if the recipient is a customer.
• Conversations can involve just one other person, or up to 10 people total, including yourself. You can't send a message to yourself.
• Conversation participants are established when someone sends the first message in the conversation. No one can add people or
remove people from the conversation after the first message is sent.
• As others reply, the Messages link on the Chatter tab shows the number of conversations with new messages. If you're already
receiving Chatter email notifications, you'll automatically be notified of new messages.
• You can't delete messages or conversations.
• If after reading the messages in a conversation you want to mark the conversation unread, you can do so only via the Chatter REST
API, not via the user interface.
Search for Chatter Messages
To search for people and text in your Chatter messages:
EDITIONS
1. In My Messages, enter your search terms in the search box above your messages. Keep in mind
these simple search tips:
• If you're viewing your list of conversations, search looks for matches across all conversations.
If you're viewing a single conversation, search looks for matches only within that
conversation.
• Searching for a person's name (such as bob johnson) finds both the conversations
where Bob Johnson is named in the text as well as conversations where he's a participant.
If you search for your own name, search results will include all of your messages and
conversations because you're a participant in every conversation.
Available in: Salesforce
Classic
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Searching for bob jo finds both Bob Jones and Bob Johnson. We automatically search for terms starting with bob jo, as
if you had entered the * (asterisk) wildcard (bob jo*).
• If you search for the term customer, you'll see matches on that term within the text of messages. Matches don't include
people who are identified as customers in a conversation's participant list.
2. Click Search.
3. Once you see the search results, you can:
• Refine your search by entering additional search terms or using wildcards or operators.
• Click a message to view the full conversation if you initially searched across all conversations.
If there are matches on names in the participant list and the conversation involves lots of people, the match might not be visible
because the participant list doesn't show everyone's name. In other words, you'll see the conversation included as a match but the
highlighted name match might be hidden from view.
129
Collaborate with Everyone
Clear your search terms by clicking
My Messages.
Share Updates with People (Chatter)
. Chatter automatically clears your search when you enter a reply, send a new message, or leave
SEE ALSO:
Share Files with People in Salesforce Classic
Send Chatter Messages
Send messages to communicate privately in Chatter.
EDITIONS
To send a Chatter message:
Available in: Salesforce
Classic
1. Start the message from one of these locations:
• Click the Messages link on the Chatter tab, then click New Message in My Messages.
• Click a person's name anywhere in Chatter to view their profile and click Send a message.
• Click Send a message on a person's hover.
• When viewing the full message history of a conversation, use the text box under the most
recent message to send a reply.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• When viewing the email notification about a message you've received, if email replies to
Chatter are enabled, reply to the email.
Sharing a file with people is another way to send a Chatter message. When you share a file, recipients automatically receive a message
that lets them know the file has been shared, as well as any additional information you provided.
2. If you started in the Send a Message dialog box, you can add people's names to the recipient list. Type a name in the To field and
click the name to select it. Add more people to the conversation by entering additional names.
If you're replying within a conversation or via email, the conversation participants can't be changed.
3. Write your message. Messages can be up to 10,000 characters.
4. Submit your message using the appropriate method:
• In the Send a Message dialog box, click Send.
• If you're replying within a conversation, click Reply (or Reply All if the conversation involves multiple recipients).
• If you're replying via email, use the Send option in your email application.
If your message continues an existing conversation, your reply is added to the conversation and appears at the top of the list in My
Messages. If your message starts a new conversation because you haven't previously exchanged messages with that unique combination
of recipients, your message appears at the top of the list in My Messages as a brand new conversation.
SEE ALSO:
Reply to Chatter Email Notifications
Chatter Questions
Got questions? Use Chatter Questions to post a question in your Chatter feed, then watch the solutions roll in.
130
Collaborate with Everyone
Share Updates with People (Chatter)
IN THIS SECTION:
Chatter Questions
Extend the best possible self-service community by promoting community engagement internally and externally with questions in
Chatter.
Display Similar Questions and Articles in Chatter
When users ask questions, Chatter Questions helps reduce duplicate content in Salesforce—and in any communities with Chatter—by
showing similar questions and relevant Salesforce Knowledge articles when the user is typing the question.
Display Similar Questions and Articles in the Customer Service (Napili) Template Search
Your community users may ask similar questions. Chatter Questions helps reduce duplicate content in self-service communities built
on the Customer Service (Napili) template by showing similar questions and relevant Salesforce Knowledge articles when a user is
entering a question in the Search field.
Enable Similar Articles for Chatter Questions
When users ask questions in Chatter, similar questions appear as they type. If you’d like relevant Salesforce Knowledge articles to
appear as well as questions, enable Similar Articles.
Selecting a Best Answer for a Question in Chatter
One of the advantages of asking a question in Chatter is that users can select the best answer for a question. When a question has
a best answer, your users can quickly resolve their issue by going directly to the best answer.
Chatter Questions FAQ
Chatter Questions lets users in communities and Salesforce ask questions in the feed. Take a look at some common questions about
the feature.
Track Chatter Questions Use in Your Salesforce Organization and Communities
Keep tabs on the use and adoption of Chatter Questions in your organization or community with out-of-the-box reports and
dashboards.
Differences Between Q&A Features in Salesforce
Salesforce offers a variety of question-and-answer features that you can implement in your Salesforce organization and communities.
Because some of these features use similar terminology, take a moment to review the differences between them.
Question-to-Case Overview
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 the full Salesforce site and the Salesforce1 mobile browser app, as well as in communities
where Chatter Questions is enabled.
Set Up Question-to-Case
Add Question-to-Case to your communities, your Salesforce organization, or both.
Enable Question-to-Case
Question-to-Case lets moderators create cases from questions in Chatter to ensure that your customers’ questions are quickly resolved.
Enable Question-to-Case in your communities, Salesforce organization, or both.
Add the Question from Chatter Field to the Case Detail View
When a case is created from a question in Chatter, the Question from Chatter field on case detail pages displays a link to
the original question. This field helps agents quickly navigate to the feed.
Add the Escalate to Case Action to the Feed Item Layout
Give moderators the ability to create cases from questions by adding the Escalate to Case action to Chatter Questions pages. This
action is created automatically when Question-to-Case is enabled in your organization.
131
Collaborate with Everyone
Share Updates with People (Chatter)
Confirm Access to the Escalate to Case Action
Does your Salesforce org use more than one record type for cases? Make sure that the profiles that need Question-to-Case have
access to the record type associated with the Escalate to Case action. If your org has only one record type for cases, skip this process.
Customize the Escalate to Case Action Layout
Choose which fields appear on the Escalate to Case action, and in what order, based on the information you need to track for each
case.
Automatically Assign Cases from Questions to a Queue
Case assignment rules aren’t supported in Question-to-Case, so by default, cases created from questions are assigned to the moderator
who escalates the question. You can write a workflow rule or process that automatically adds cases that were created from questions
to a queue so agents can claim them.
Automatically Create Cases from Unresolved Questions in Chatter
As your community or organization develops, ensure that users get speedy answers to their questions. Question-to-Case lets
moderators escalate unresolved questions to cases in the feed, but you can make your case resolution process even more efficient
by setting up processes—similar to workflow rules—in the Lightning Process Builder. Set up a process that automatically creates a
case from questions that meet specified criteria.
Create a Case from a Question in Chatter
If a question in Chatter hasn’t been resolved, moderators can create a case from the question. Question-to-Case must be enabled
in your organization or community.
Chatter Questions
Extend the best possible self-service community by promoting community engagement internally
and externally with questions in Chatter.
EDITIONS
With Chatter Questions, users can ask questions in their Chatter feed, in groups, and in records by
selecting Question in the action drop-down menu of the Chatter Publisher or clicking the Question
tab in the Chatter publisher. After a question is asked, moderators and the person who asked the
question can select a best answer. The best answer is prominently displayed in the feed, allowing
other users to quickly and easily find the information they need.
Available in both: Salesforce
Classic and Lightning
Experience
Your users can organize their information with the question title and details about their question.
They can ask the question to their followers, to a group, or to a specific person, as they can with
other Chatter feed items.
132
Available in: Group,
Professional, Developer,
Performance, Enterprise,
Contact Manager, and
Unlimited Editions
Collaborate with Everyone
Share Updates with People (Chatter)
To enable Chatter Questions in your organization, add the Question action to the global publisher layout. If your organization was created
after Summer ‘14, the Question action is automatically added, but we recommend dragging it to the far left to increase its visibility. 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.
Chatter Desktop doesn’t support Chatter Questions.
SEE ALSO:
Selecting a Best Answer for a Question in Chatter
Track Chatter Questions Use in Your Salesforce Organization and Communities
Chatter Questions FAQ
Display Similar Questions and Articles in Chatter
When users ask questions, Chatter Questions helps reduce duplicate content in Salesforce—and
in any communities with Chatter—by showing similar questions and relevant Salesforce Knowledge
articles when the user is typing the question.
Note:
• Communities with Chatter include those built with Salesforce Tabs + Visualforce.
• The Similar Questions and Similar Articles search features are also available in communities
built on the Customer Service (Napili) template. For more information, see Display Similar
Questions and Articles in the Customer Service (Napili) Template Search.
• Similar Questions and Similar Articles aren’t available in Salesforce1 or mobile browsers.
EDITIONS
Available in: Salesforce
Classic
Chatter Questions is
available in: Group,
Professional, Developer,
Performance, Enterprise,
Contact Manager, and
Unlimited Editions
When a user enters a question in Chatter, similar questions automatically appear in a drop-down
list below the question title field. To display relevant Knowledge articles along with similar questions, enable Similar Articles.
Drop-down search results of similar questions and articles:
133
Collaborate with Everyone
Share Updates with People (Chatter)
• 1: Book and question mark icons indicate whether a search result is an article or a question.
• 2: Question results show the question title, the number of answers, and a green flag with the text Answered if a best answer was
selected.
Users see up to 10 results in the drop-down list, with questions appearing before articles. Salesforce displays an equal number of questions
and articles, but if there aren’t enough of one result type, extra results of the other type are displayed. If no question or article title matches
the text entered by the user, the drop-down list doesn’t appear.
The drop-down results are based on whether the question or article title contains the text entered by the user. The search accounts for
partially matching terms and non-adjacent terms. For example, the results for “best backpack” could include a question titled “Which
backpack is best for day hikes?”, and the results for “backpack” could include an article titled “Backpacking Tips.”
If the user wants to conduct a more in-depth search that also scans question descriptions and article text, they can press TAB or click
out of the title field. This displays a separate drop-down list of results below the question publisher.
Advanced drop-down search results of similar questions and articles:
If none of the results answer the user’s question, they can post their question by clicking Ask.
SEE ALSO:
Track Chatter Questions Use in Your Salesforce Organization and Communities
134
Collaborate with Everyone
Share Updates with People (Chatter)
Display Similar Questions and Articles in the Customer Service (Napili) Template Search
Your community users may ask similar questions. Chatter Questions helps reduce duplicate content
in self-service communities built on the Customer Service (Napili) template by showing similar
questions and relevant Salesforce Knowledge articles when a user is entering a question in the
Search field.
Note: Similar Questions and Similar Articles are also available in internal Salesforce
organizations with Chatter and in communities built with Salesforce Tabs + Visualforce. To
learn more, see Display Similar Questions and Articles in Chatter.
When a user in a Customer Service (Napili) community enters a question in the Search field, similar
questions and Knowledge articles automatically appear in a drop-down list below the field. The
drop-down list contains two tabs: Articles and Questions. To also expose an All tab that shows
combined results (recommended), enable Similar Articles.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
Contact Manager, and
Developer Editions
By default, each tab contains up to six results. The All tab shows both matching articles and questions, with articles appearing first. It
displays an equal number of questions and articles, but if there aren’t enough of one type of result, more results of the other type are
displayed to reach the maximum. To see results of a particular type, users can click the Articles and Questions tabs. If a search only
returns one result type (for example, questions), users still see all of the tabs.
Note: For a community user to see similar articles, Knowledge must be enabled in the community and the user must have access
to it.
• 1: The Articles and Questions tabs let users view results of each type. Users can use the Up and Down arrow keys to navigate
between results on any of the tabs. Clicking a question or article in the drop-down list navigates directly to it.
• 2: Text and chat bubble icons indicate whether a search result is an article or a question.
• 3: Questions in the list show the number of answers and a green checkmark with the text Best Answer if one was selected.
135
Collaborate with Everyone
Share Updates with People (Chatter)
• 4: The drop-down search results are based on whether the question or article title contains the text entered by the user. When the
user performs a full search by clicking Search, the search engine also scans question descriptions and article text for matching terms.
You can customize the search settings by editing the properties of the Search Publisher component in Community Builder. For details,
see Using Templates to Build Communities.
SEE ALSO:
Enable Similar Articles for Chatter Questions
Track Chatter Questions Use in Your Salesforce Organization and Communities
Question-to-Case Overview
Enable Similar Articles for Chatter Questions
When users ask questions in Chatter, similar questions appear as they type. If you’d like relevant
Salesforce Knowledge articles to appear as well as questions, enable Similar Articles.
Note: Chatter and Salesforce Knowledge must be enabled in your organization.
Enabling Similar Articles turns on the feature in:
• Your internal Salesforce organization
• Your communities built with Salesforce Tabs + Visualforce or the Customer Service (Napili)
template
1. From Setup, enter Knowledge Settings in the Quick Find box, then select
Knowledge Settings.
2. Under Chatter Questions Settings, select Display relevant articles as users ask questions
in Chatter (also applies to communities with Chatter).
Note: Make sure that the Question action has been added to the desired page layouts.
Otherwise, users can’t see it.
To learn more about how Similar Articles and Similar Questions work, see:
• Display Similar Questions and Articles in Chatter
• Display Similar Questions and Articles in the Customer Service (Napili) Template Search
SEE ALSO:
Display Similar Questions and Articles in the Customer Service (Napili) Template Search
Question-to-Case Overview
136
EDITIONS
Available in: Salesforce
Classic
Chatter Questions is
available in: Group,
Professional, Developer,
Performance, Enterprise,
Contact Manager, and
Unlimited Editions
USER PERMISSIONS
To enable Similar Articles for
Chatter Questions:
• “Customize Application”
Collaborate with Everyone
Share Updates with People (Chatter)
Selecting a Best Answer for a Question in Chatter
One of the advantages of asking a question in Chatter is that users can select the best answer for
a question. When a question has a best answer, your users can quickly resolve their issue by going
directly to the best answer.
Moderators and the person who asked the question can:
• Select the best answer for a question
• Remove the best answer status from an answer
Only one answer can be selected as the best answer. Moderators can be the Chatter moderator,
the community moderator, or the Salesforce administrator. If a user doesn’t have permission to
select the best answer for a question, they don’t see the Select as Best option.
When an answer is selected as a best answer, a check mark (
of the list of answers so other users can quickly spot it.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Chatter Questions is
available in: Group,
Professional, Developer,
Performance, Enterprise,
Contact Manager, and
Unlimited Editions
) appears next to it. A copy of the best answer also appears at the top
137
Collaborate with Everyone
Share Updates with People (Chatter)
SEE ALSO:
Display Similar Questions and Articles in Chatter
Chatter Questions FAQ
Chatter Questions lets users in communities and Salesforce ask questions in the feed. Take a look at some common questions about the
feature.
Why should I use Chatter Questions instead of asking my question in a Chatter text post?
Asking a question in Chatter saves you time. When you ask a question, similar questions and articles appear as you enter your question.
Chances are that someone already asked the same question, and it could have many answers or a best answer. Chatter Questions
harnesses the value of content that already exists in Chatter.
Can I filter the Chatter feed to show only questions?
Yes. At the top of your Chatter feed, click
next to Show and select Questions.
Can I search for questions in Chatter?
Yes. Use the Search This Feed button (
) at the top of your Chatter feed. Questions are included in the feed search results.
Is Chatter Questions available in Salesforce1?
Currently, Chatter Questions is available in the Salesforce1 mobile browser only.
138
Collaborate with Everyone
Share Updates with People (Chatter)
What happens when someone asks a question?
Their question appears in the Chatter feed for their followers or the person or group they asked the question of. An email notification
is also sent to the person or group they asked the question of. After a user asks a question, other users can then answer the question
directly in Chatter.
Who can select a best answer for a question?
The person who asked the question and moderators can select the best answer for a question. Moderators can be the Chatter
moderator or the community moderator. Your Salesforce administrator can also select the best answer for a question. For details,
see Selecting a Best Answer for a Question in Chatter.
Can I track Chatter Questions use and adoption in my Salesforce organization?
Yes. For details, see Track Chatter Questions Use in Your Salesforce Organization and Communities.
SEE ALSO:
Display Similar Questions and Articles in Chatter
Track Chatter Questions Use in Your Salesforce Organization and Communities
Track Chatter Questions Use in Your Salesforce Organization and Communities
Keep tabs on the use and adoption of Chatter Questions in your organization or community with
out-of-the-box reports and dashboards.
EDITIONS
Reports on Chatter Questions help you answer questions such as:
Available in: Salesforce
Classic
• What kinds of questions are users asking?
• How many questions were asked in the past month?
• What percentage of questions go unanswered?
• Which topics do users ask the most questions about?
• Which departments are asking the most questions?
To track the use of Chatter Questions in your Salesforce organization, download the Salesforce
Chatter Dashboards on the AppExchange. For help getting started, see Report on Chatter with the
Dashboards Package.
Chatter Questions is
available in: Group,
Professional, Developer,
Performance, Enterprise,
Contact Manager, and
Unlimited Editions
To track the use of Chatter Questions in your communities, download the Salesforce Communities Management (for Communities with
Chatter) on the AppExchange. For help getting started, see Report on Communities with the AppExchange Packages for Community
Management.
SEE ALSO:
Create a Case from a Question in Chatter
139
Collaborate with Everyone
Share Updates with People (Chatter)
Differences Between Q&A Features in Salesforce
Salesforce offers a variety of question-and-answer features that you can implement in your Salesforce
organization and communities. Because some of these features use similar terminology, take a
moment to review the differences between them.
Salesforce has released three features that let users post questions and answers in a public forum
setting. While these features share a common purpose, they represent an evolution of Salesforce’s
Q&A features.
Q&A Feature
Description
Structure
How Users Access
It
Version 1: Answers
Answers, released in Answers is built on the
Winter ’11, was
Question standard
Salesforce’s first Q&A object.
feature for
communities. Starting
in Summer ’13,
Answers isn’t available
in new orgs.
Internal users access
the Answers feature via
the Answers tab in
Salesforce.
Version 2: Chatter
Answers
Chatter Answers,
Chatter Answers is
released in Spring ’12, built on the Question
was intended for
standard object.
customers who liked
the Answers user
experience but wanted
additional
functionalities.
Internal users access
Chatter Answers via
the Q&A tab, and
moderators can view a
list of questions in the
Questions tab.
Chatter Answers let
companies maintain
an out-of-the-box,
self-service site where
users could help
address each other’s
questions, and
provided a feed view
of users’ questions.
Starting in Summer ’16,
Chatter Answers isn’t
available in new orgs.
Version 3: Chatter
Questions
Chatter Questions,
released in Winter ’15,
represents the most
advanced
developments in
Salesforce Q&A
functionality. Because
it takes advantage of
Chatter Questions is
built on the Chatter
data model, and uses
the Feed Post and
Feed Comment
objects.
140
Internal users access
Chatter Questions
within Chatter. They
use the Question
action in the Chatter
publisher to post a
question, and all
EDITIONS
Available in: Salesforce
Classic
Answers and Chatter
Answers are available in:
Enterprise, Performance,
Unlimited, and Developer
Editions
Chatter Questions is
available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Collaborate with Everyone
Q&A Feature
Share Updates with People (Chatter)
Description
Structure
Chatter’s built-in capabilities, it’s
ideal for customers who want
their Q&A feature tightly
integrated into Chatter.
How Users Access It
questions are visible in the
Chatter feed.
Chatter Questions is available in
Salesforce orgs and the
Salesforce1 mobile browser app,
as well as in communities where
Chatter Questions is enabled.
SEE ALSO:
Chatter Questions
Question-to-Case Overview
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 the full Salesforce site and
the Salesforce1 mobile browser app, as well as in communities where Chatter Questions is enabled.
When a customer uses the Question action in Chatter to ask a question, similar questions and
Knowledge articles appear below the Chatter publisher. If the similar questions and articles don’t
address the issue, the customer posts the question.
If a question isn’t resolved, you can escalate the question to a case. Users with the “Moderate Chatter”
or “Moderate Communities Feeds” user permission can create cases from questions directly in the
feed, or you can 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
When a customer’s question is turned into a case, the customer receives an email with the case number and a link to the case. The
customer can view the case via a link on the question that’s visible only to them, while moderators see a note on the question indicating
that a case was created.
Note: The person who asked the question must have access to cases so they can view their case.
141
Collaborate with Everyone
Share Updates with People (Chatter)
Moderator Flag
Customer Flag
Note: On escalated questions in Salesforce (as opposed to communities), the notification is visible to all users, not just moderators.
When agents find a solution, they can respond to questions directly from the console, 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 get started, see Set Up Question-to-Case.
SEE ALSO:
Create a Case from a Question in Chatter
Automatically Create Cases from Unresolved Questions in Chatter
142
Collaborate with Everyone
Share Updates with People (Chatter)
Set Up Question-to-Case
Add Question-to-Case to your communities, your Salesforce organization, or both.
Question-to-Case lets moderators create cases from unresolved questions in Chatter, which makes
it easier to track and resolve your customers’ issues. Moderators can create cases from questions
directly in the feed, or you can 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
Question-to-Case is only available in communities where Chatter Questions is enabled.
SEE ALSO:
Enable Question-to-Case
Enable Question-to-Case
Question-to-Case lets moderators create cases from questions in Chatter to ensure that your
customers’ questions are quickly resolved. Enable Question-to-Case in your communities, Salesforce
organization, or both.
1. From Setup, enter Support Settings in the Quick Find box, then select Support
Settings.
2. To enable Question-to-Case in all communities where Chatter Questions is enabled, select
Enable Question-to-Case in Communities.
3. To enable Question-to-Case in your Salesforce organization, select Enable Question-to-Case
in Salesforce.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
4. Click Save.
Note: Make sure your case page layout is feed-based. The feed-based case page layout lets
agents and moderators use the Community action to respond to escalated questions. If your
organization was created before Spring ’14, your case page layout may not be feed-based.
SEE ALSO:
Add the Question from Chatter Field to the Case Detail View
143
To enable Question-to-Case:
• Customize Application
Collaborate with Everyone
Share Updates with People (Chatter)
Add the Question from Chatter Field to the Case Detail View
When a case is created from a question in Chatter, the Question from Chatter field on
case detail pages displays a link to the original question. This field helps agents quickly navigate to
the feed.
First, use field-level security to specify which users can see the Question from Chatter
field on case detail pages.
1. From the object management settings for cases, go to Fields.
2. Click Question from Chatter.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
3. Click Set Field-Level Security.
4. Select Visible for any profile that you want to be able to use Question-to-Case.
5. Click Save.
After you make the field visible to users, you can choose to add it to the Case Details view.
1. From the object management settings for cases, go to Page Layouts.
USER PERMISSIONS
To set field-level security:
• Manage Profiles and
Permission Sets
2. Click Edit next to the page layout that you want to customize.
AND
3. Drag the Question from Chatter field from the Fields section of the page layout
editor palette to the Case Information section of the page.
Customize Application
4. Click Save.
To customize page layouts
• Customize Application
5. Click Page Layout Assignment to confirm that the user profiles which need Question-to-Case
are assigned to the page layout that you customized. In addition, assign internal users who
need access to the Question from Chatter field on cases to that page layout.
SEE ALSO:
Add the Escalate to Case Action to the Feed Item Layout
Add the Escalate to Case Action to the Feed Item Layout
Give moderators the ability to create cases from questions by adding the Escalate to Case action
to Chatter Questions pages. This action is created automatically when Question-to-Case is enabled
in your organization.
1. From Setup, enter Feed Item in the Quick Find box, then select Feed Item Layouts.
2. Click Edit next to Feed Item Layout.
3. Drag the Escalate to Case action from the Quick Actions category in the palette to the Quick
Actions in the Salesforce Classic Publisher section.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
4. Click Save.
5. Click Page Layout Assignments to confirm that the user profiles that need Question-to-Case
are assigned to the Feed Item Layout.
USER PERMISSIONS
To edit page layouts:
• Customize Application
SEE ALSO:
Confirm Access to the Escalate to Case Action
144
Collaborate with Everyone
Share Updates with People (Chatter)
Confirm Access to the Escalate to Case Action
Does your Salesforce org use more than one record type for cases? Make sure that the profiles that
need Question-to-Case have access to the record type associated with the Escalate to Case action.
If your org has only one record type for cases, skip this process.
First, check which record type is assigned to the profiles that need access to the Escalate to Case
action.
1. From Setup, enter Profiles in the Quick Find box, then select Profiles.
2. Click the name of a profile.
3. In the Record Type Settings section, make a note of which case record types the profile uses.
4. In the Permissions section, make sure that the user profile has either the Moderate Chatter
or Moderate Communities Feeds permission enabled.
Then, check which record type the Escalate to Case action uses, and change it if necessary.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Record types available in:
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
1. From Setup, enter Actions in the Quick Find box, then select Feed Item Actions.
2. Click Edit next to the Escalate to Case action.
USER PERMISSIONS
3. Confirm that the Record Type field shows a record type that’s assigned to the profiles that
need access to this action. If it doesn’t, select an appropriate record type from the drop-down
list.
To assign record types:
• Customize Application
4. Click Save.
SEE ALSO:
Customize the Escalate to Case Action Layout
Customize the Escalate to Case Action Layout
Choose which fields appear on the Escalate to Case action, and in what order, based on the
information you need to track for each case.
EDITIONS
1. From Setup, enter Actions in the Quick Find box, then select Feed Item Actions.
Available in: Salesforce
Classic
2. Click Layout next to the Escalate to Case action.
3. Drag any fields you want to add to the action from the action layout editor palette, and reposition
them if necessary.
4. Click Save.
Note: In public communities, you can’t look up a contact when the case is submitted, so we
recommend that you remove the Contact field from the Case Action layout.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To customize page layouts:
• Customize Application
SEE ALSO:
Automatically Assign Cases from Questions to a Queue
145
Collaborate with Everyone
Share Updates with People (Chatter)
Automatically Assign Cases from Questions to a Queue
Case assignment rules aren’t supported in Question-to-Case, so by default, cases created from
questions are assigned to the moderator who escalates the question. You can write a workflow rule
or process that automatically adds cases that were created from questions to a queue so agents
can claim them.
You can assign escalated questions to a queue in several ways. The basic approach is to write a
process in the Lightning Process Builder that automatically assigns a case to a specified queue when
the Type field on the case equals Question. You can also build the process to accommodate
multiple queues. For example, have your process assign cases with a certain topic to a different
queue.
EDITIONS
Available in: Salesforce
Classic
Question-to-Case is
available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
The way you use queues in escalated questions depends on your users, your goals, and more. Find
an approach that best fits your business needs.
To learn how to create a queue, see Create Queues.
SEE ALSO:
Automatically Create Cases from Unresolved Questions in Chatter
Automatically Create Cases from Unresolved Questions in Chatter
As your community or organization develops, ensure that users get speedy answers to their questions.
Question-to-Case lets moderators escalate unresolved questions to cases in the feed, but you can
make your case resolution process even more efficient by setting up processes—similar to workflow
rules—in the Lightning Process Builder. Set up a process that automatically creates a case from
questions that meet specified criteria.
Important: These steps apply only to organizations and communities that use Chatter
Questions. Not sure if that’s you? See Differences Between Q&A Features in Salesforce on
page 140.
You can use Question-to-Case in processes in several ways. For example, consider setting up
processes that:
• Create a case from a question if a week has passed, the question has received more than 10
likes, and a best answer hasn’t been selected.
• Create a case from a question immediately if the question contains the word “competitor.”
EDITIONS
Available in: Salesforce
Classic
Question-to-Case is
available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
The Lightning Process
Builder is available in:
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Processes related to Question-to-Case act on the Feed Item object. The process includes a flow that
evaluates whether question posts meet your escalation criteria. You can create flow variables based
on several Feed Item fields, including:
• BestCommentId: The ID of the comment that was selected as the best answer. If no comment has been selected as the best
answer, this field is null.
• CommentCount: The number of comments on a question.
• LikeCount: The number of likes on a question.
Tip:
• Each flow variable’s data type must match the feed item field’s data type. CommentCount and LikeCount are number
fields, while BestCommentId is a text field.
146
Collaborate with Everyone
Share Updates with People (Chatter)
• The creation of a feed item can trigger a process, but updates to feed items (such as likes and comments) cannot. Depending
on your process, you might need to specify how much time must pass before a related flow runs.
Create a Case from a Question in Chatter
If a question in Chatter hasn’t been resolved, moderators can create a case from the question.
Question-to-Case must be enabled in your organization or community.
EDITIONS
1. Navigate to the question in the feed.
Available in: Salesforce
Classic
2. Select Escalate to Case in the action drop-down menu.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To create a case from a
question in Salesforce:
• Moderate Chatter OR
Modify All Data
AND
Create on cases
To create a case from a
question in a community:
• Moderate Chatter OR
Modify All Data OR
Moderate Communities
Feeds
AND
Create on cases
A window appears that’s pre-populated with the case subject, contact, and description. Unless Question-to-Case has a queue
associated with it, the case is automatically assigned to you.
3. If needed, edit the case details.
4. Create the case.
147
Collaborate with Everyone
Create, Share, and Organize Files
After a case is created from a Chatter question, the customer who asked the question receives an email notifying them that a case was
created from their question. The email provides the case number and a link to the case.
Agents can post a response to the question directly from the case feed using the Community action in the publisher. Agents choose
who can view the response by selecting either “Customer Only” or “Everyone”. They can also navigate to the original question from the
case’s detail page by clicking the link in the Question from Chatter field.
SEE ALSO:
Set Up Question-to-Case
Automatically Create Cases from Unresolved Questions in Chatter
Create, Share, and Organize Files
Post files to feeds and records, share files with customers in the Salesforce cloud, and sync files between your local drive and Salesforce.
IN THIS SECTION:
Differences Between Files, Salesforce CRM Content, Salesforce Knowledge, Documents, and Attachments
Explore the differences between various ways to manage your files and content.
Salesforce Files
Organize and access your files from the Files tab.
Files Connect External Files
Browse, search, and share files that are stored elsewhere right from Salesforce.
Document Libraries
Store files without attaching them to records.
Salesforce CRM Content
Organize, share, search, and manage all types of files within your organization.
Google Apps
Integrate Google apps like Google Docs and Gmail with Salesforce.
Add the Quip Component to Records
The Quip Lightning component allows you to create and edit Quip documents directly in any Salesforce record that allows Files.
Differences Between Files, Salesforce CRM Content, Salesforce Knowledge, Documents,
and Attachments
Explore the differences between various ways to manage your files and content.
Purpose
Files Home
Salesforce CRM
Content
Salesforce
Knowledge
Upload, store, find,
follow, share, sync,
and collaborate on
Publish and share
Create and manage
official corporate files content, known as
with coworkers and articles, in a
148
Documents Tab
Attachments
Store Web resources,
such as, logos, DOT
files, and other
Visualforce materials
in folders without
Attach files to records
from the
Attachments related
list on selected detail
pages.
Collaborate with Everyone
Create, Share, and Organize Files
Files Home
Salesforce CRM
Content
Salesforce
Knowledge
Documents Tab
Attachments
Salesforce files in the deliver them to
cloud.
customers.
knowledge base.
attaching them to
Internal users and
records.
customers (on your
Customer Portal,
partner portal,
Service Cloud Portal,
or Force.com Sites)
can quickly find and
view articles they
need.
Common Uses
Upload a file and
store it privately until
you're ready to share
it. Share the file with
coworkers and
groups to collaborate
and get feedback.
Attach files to posts
in a Chatter feed on
the Home tab,
Chatter tab, a profile,
a record, or a group.
Users with access to
Salesforce Files Sync
can access, sync, and
share files in their
Salesforce Files Sync
folder.
Create, clone, or
modify a sales
presentation and
save it so only you
can see it and work
on it. When you're
ready, publish it so
other users in your
company have access
to it. Create a content
pack and send it to
customers.
Write, edit, publish,
and archive articles
using the Articles
Management tab or
find and view
published articles
using the Articles tab.
Customers and
partners can access
articles if Salesforce
Knowledge is
enabled in your
Customer Portal,
partner portal,
Service Cloud Portal,
or Force.com Sites.
Create a public
knowledge base so
website visitors can
view articles.
Add a custom logo to
meeting requests by
uploading your logo
to the Documents
tab.
Add a file to a specific
record, like an event,
marketing campaign,
contact, or case by
attaching it on the
Attachments related
list.
Supported File
Types
All
All
All
All
All
Maximum File
Sizes
2 GB
• 2 GB
5 MB for attachments • 5 MB
• 2 GB (including
headers) when
• 20 KB for a
custom-app logo
149
• 25 MB for file
attachments
Collaborate with Everyone
Create, Share, and Organize Files
Files Home
Salesforce CRM
Content
Salesforce
Knowledge
Documents Tab
Attachments
• 2 GB for feed
attachments
uploaded via
Chatter REST API
• 2 GB (including
headers) when
uploaded via
REST API
• 38 MB when
uploaded via
SOAP API
• 10 MB when
uploaded via
BULK API
• 10 MB for Google
Docs
• 10 MB when
uploaded via
Visualforce
SEE ALSO:
Using Salesforce Files
Salesforce CRM Content Overview
Documents Home
Salesforce Files
Organize and access your files from the Files tab.
IN THIS SECTION:
Using Salesforce Files
Use Salesforce Files to share and collaborate on files, store files privately, manage version updates, and follow files that are important
to you. Use Files Connect to connect to external file systems right from Salesforce.
Files Home
Files Home is the central location for your files in Salesforce. See all files you’ve stored privately, view files shared with you, and share
files with others.
Search for Files
Use the files-specific search field on Files home in Salesforce to find just what you’re looking for.
Filter Your Files List
Use the filters on the Files page to quickly access to your files in Salesforce.
Create Folders in Libraries in Lightning Experience
Organize library files into folders to find what you need quickly.
150
Collaborate with Everyone
Create, Share, and Organize Files
Upload and Share Files
Upload files to Salesforce and share them with others.
File Updates in the Feed
Follow a file to see file updates in your feed, view a file’s version history, and get file recommendations.
File Previews and Details
View and edit file details, and report on files.
Salesforce Files Sync
View and edit file details, and report on files.
Considerations for Using Files and Attachments
When working with files and Google docs, there are a number of things to keep in mind.
Using Salesforce Files
Use Salesforce Files to share and collaborate on files, store files privately, manage version updates,
and follow files that are important to you. Use Files Connect to connect to external file systems right
from Salesforce.
Working with files in Salesforce means:
• Posting files to Chatter feeds to collaborate with coworkers.
• Adding files directly to records, such as Accounts, Cases, Leads, and more, to keep information
right where you need it.
• Sharing files with customers in the secure Salesforce cloud.
• Connecting to external file systems with Files Connect.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Syncing files between your local drive and Salesforce Classic.
• Running standard and custom file reports to understand how people work with files.
All file types are supported, including everything from Microsoft® PowerPoint presentations and Excel spreadsheets, to Adobe® PDFs
and image files. Audio and video files can be uploaded and downloaded, but not parsed or previewed.
Note: In Internet Explorer 11, the Preview option redirects to the file detail page.
As you work with files in Salesforce, keep these file limits in mind:
Feature
Limit
File size
• 2 GB when uploaded via the Web interface
• 2 GB when uploaded via the Salesforce Files Sync desktop
client (or 500 MB when using proxy)
• 100 MB when uploaded from a mobile device
Maximum number of versions per file
2,048 versions
Maximum number of synced files and folders
Users can sync up to 10,000 files.
Maximum number of users who can sync the same file
simultaneously
1,000 users
151
Collaborate with Everyone
Create, Share, and Organize Files
Note:
• For information about the different file tools and solutions in Salesforce, see Differences Between Files, Salesforce CRM Content,
Salesforce Knowledge, Documents, and Attachments.
• To learn who can perform which actions on a file, see Who Can See My File?.
• File syncing functionality, including the Synced filter, is only available if Salesforce Files Sync is set up for you and your
organization. Files Sync is available in Salesforce Classic only.
• Files from external repositories like Google Docs and Microsoft® SharePoint® are only available if Salesforce Files Connect is
configured in your organization and enabled for you.
• Chatter feeds, groups, and the ability to follow files are only available for orgs that have Chatter enabled.
• If your org uses profile-based Chatter rollout, users must have Chatter permissions enabled for Files to be available.
SEE ALSO:
View File Details
Who Can See My File?
Change File Access
Sync Files and Folders
Upload a New Version of a File
Attach a File to a Post or Comment
Follow a File
Files Home
Files Home is the central location for your files in Salesforce. See all files you’ve stored privately,
view files shared with you, and share files with others.
EDITIONS
From Files home, you can:
Available in: both Salesforce
Classic and Lightning
Experience
• See all the files you own or have access to and filter your list of files.
• Search for files using filters and by typing terms in the Files search box, or the search box at the
top of the page.
• Upload private files or upload and share files with people, groups, or via a file link.
• Preview a file without downloading it.
next to the file you're
• Follow and receive updates about a file in the Chatter feed. Click
following to stop receiving updates about the file. (Requires Chatter.)
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Click
to download, upload a new version, share with people, groups, or via link, and see
sharing settings.
• If you have the “Sync Files” permission, access synced files in your Salesforce Files Sync folder.
• If Files Connect is enabled in your org, browse, search, and share files stored in an external data source right from Salesforce
• To view the file detail page, click a file name.
• To see a file owner’s profile, click their name.
Files home provides a powerful toolset for working with and managing your files.
152
Collaborate with Everyone
Create, Share, and Organize Files
• To refine the list of files you see, filter your file list (1).
• Access files in your libraries from Libraries in the left navigation panel.
• Search (2) to find the files you need. In Salesforce Classic, filtering your file list also filters your search. To search all files you have
access to, select the Recent filter.
• Upload files to Salesforce (3).
• All file types are supported, including everything from Microsoft® PowerPoint presentations and Excel spreadsheets, to Adobe® PDFs
and image files. Audio and video files can be uploaded and downloaded, but not parsed or previewed.
• Preview, download, share, and rename files directly from the file list (4).
• If Files Connect is enabled for your org, the left navigation panel displays a section for external file sources (5).
Files are automatically added to the file list when:
• You upload a file.
• You attach a file to a record.
• You or someone else attaches a file to a Chatter feed or comment.
• You sync a file in your Salesforce Files Sync folder.
• Someone else shares a file privately with you using the Sharing dialog box.
• You upload a file to a Salesforce CRM Content library.
• Someone else uploads a file to a library you're a member of.
153
Collaborate with Everyone
Create, Share, and Organize Files
• You or someone else creates a content pack or uploads a Web link in Salesforce CRM Content. You only see files from content packs
and Web links you have access to.
SEE ALSO:
Filter Your Files List
Who Can See My File?
Search for Files
Use the files-specific search field on Files home in Salesforce to find just what you’re looking for.
Files home lists the files you own and have access to, including files posted to feeds. The 25 most
recently viewed files are listed by default. You can see and search a certain group of files by clicking
a specific filter on the sidebar. The search results are filtered based on the terms entered.
Note: Users who have the “Sync Files” permission don’t see the All Files, MY FILES, or FILES
IN MY GROUPS filters. Users who don’t have the “Sync Files” permission don’t see the Synced
filter.
• All Files—All files you own and have access to, including:
– Files that have been shared with you
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
– Files you're following
– Files in your Chatter groups
– Files in your libraries
– Files attached by other people to a Chatter feed, including files attached to all public groups and private groups you're a member
of. You don’t have access to files attached to private groups you're not a member of.
This filter is only available in Salesforce Classic.
• Recent—The most recent files you've viewed.
• MY FILES—All files you own, files shared with you, and files you follow.
– Owned by Me—Files you have:
• Uploaded on the Home or Files page. These files are private and not shared with anyone, but you can view them, share
them, and attach them to Chatter feeds.
• Attached to Chatter feeds from your computer.
• Synced using your Salesforce Files Sync folder.
• Uploaded to Salesforce CRM Content libraries you're a member of and your private library.
– Shared with Me—All files that have been shared with you either by a private share or a public post to your profile.
– Following—All files that you're following. (Requires Chatter)
• FILES IN MY GROUPS—All files you and other people shared to groups you're a member of. The last five groups you’ve visited are
listed.
• FILES IN MY LIBRARIES—All files you and other people uploaded to libraries you're a member of and all files you uploaded to your
private library. The first five libraries you're a member of, including your private library, are listed. If you're a member of more than
five libraries, click More to see a complete list.
• Synced—All files that have been synced in your Salesforce Files Sync folder. This filter is available only to users who have the “Sync
Files” permission.
154
Collaborate with Everyone
Create, Share, and Organize Files
• EXTERNAL FILES—All files you have access to in Files Connect external data sources. Search is restricted to the selected external
data source.
In Salesforce Classic, to search for files using the Files search:
1. Optionally, click a filter on the sidebar to restrict your search to a specific set of files.
2. Enter your search terms in the Search field on the Files tab. You can search by file name, description, owner, type, or within the file's
text.
3. Click Search to see a filtered list of all relevant files based on your search terms. Or click
to clear your search terms.
In Salesforce Classic and Lightning Experience, you can search for files from the header search field. Use feed search to find files posted
in a specific Chatter feed, such as on a profile, on a record, or in a group.
Note: The feed search returns the matches for file or link names shared in posts, but not in comments.
The Files list doesn't include:
• Documents from the Documents tab.
• Attachments from the Notes and Attachments related list.
Search supports several file types and has file size limits. If a file exceeds the maximum size, the text within the file isn't searched, but
the file's name, description, type, and owner are.
File Type
File Extensions
Maximum File Size for Search
HTML
.htm, .html, .xhtml
5 MB
PDF
.pdf
25 MB
PPT
.ppt, .pptx, .pptm
25 MB
RTF
.rtf
5 MB
Text
.c, .cpp, .css, .csv, .ini, .java, 5 MB
.log, .sql, .txt
Word
.doc, .docx, .docm
25 MB
XLS
.xls, .xlsx, .xlsm
5 MB
XML
.xml
5 MB
SEE ALSO:
Follow a File
Filter Your Files List
155
Collaborate with Everyone
Create, Share, and Organize Files
Filter Your Files List
Use the filters on the Files page to quickly access to your files in Salesforce.
The Files page lists all the files you have access to. Filters show you different groups of those files,
letting you find what you’re looking for quickly.
Filter Name
Description
All Files
All files you own and have access to.
Recent
The most recent files you've viewed.
Owned by Me
Only the files you own.
Shared with Me
Only files that have been shared with you either
by a private share or a public post to your profile.
Following
Only the files you're following in Chatter. This
filter is available only in organizations that use
Chatter.
Synced
All files that have been synced in your Salesforce
Files Sync folder. This filter is available only to
users who have the “Sync Files” permission.
Libraries
Files anyone has uploaded to libraries you're a
member of, as well as all files you uploaded to
your private library, grouped by library name.
SEE ALSO:
View Where a File is Shared
156
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Create, Share, and Organize Files
Create Folders in Libraries in Lightning Experience
Organize library files into folders to find what you need quickly.
EDITIONS
Library Managers can create, rename, and delete folders in libraries in Lightning Experience. Folders
are visible to all users who have access to the library. The New Folder button adds a folder to the
library or creates a subfolder within a folder. You can create multiple levels of subfolders. The
row-level Move action lets you move a file among folders and subfolders within a library.
Available in: Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
To add folders to a library:
• Manage Salesforce CRM
Content
OR
Manage Library
checked in your library
permission definition
Create folders in Lightning Experience to organize files already in libraries. Upload files to a library by selecting the library and then
clicking Add Files. To create libraries, switch to Salesforce Classic. When viewing your libraries in Salesforce Classic or in mobile, you can
see the folder structure that you created in Lightning Experience. Library folders can also be created, renamed, and deleted using the
SOAP API.
Getting Started with Library Folders
• In orgs with Lightning Experience enabled, folders are enabled by default in any new libraries you create. Folders are not enabled
by default in existing libraries. To enable folders in a library, click the New Folder button. Depending on the size of the library,
enabling folders can take a few moments.
157
Collaborate with Everyone
Create, Share, and Organize Files
Note: In order to enable folders in a library, you need the “Manage Salesforce CRM Content” permission. To enable folders
from the user interface, verify that you’re a member of the library with Library Administrator permission. You can also use the
SOAP API to enable folders in libraries.
• In orgs that don’t have Lightning Experience enabled, folders aren’t enabled by default in new libraries.
• Folders can’t be enabled in libraries with more than 5,000 files.
Anyone with the Manage Library permission can create, rename, and delete folders. You can view all folders in a library you have access
to, and move files and folders within a library.
Lightning Experience
Salesforce Classic
Create, rename, and delete library folders
Move files in a library into folders
View folders
View libraries
Add files to a library
Create, edit, and delete libraries
Manage library membership
Upload and Share Files
Upload files to Salesforce and share them with others.
IN THIS SECTION:
Upload and File Sharing Overview
Upload and share files from Files home, in feeds, and on records.
Upload a New Version of a File
Replace an old version of a file by uploading a new version.
File Size Limits in Salesforce
Maximum file size limits for files in Salesforce.
Who Can See My File?
Your files in Salesforce can be private to you, privately shared, or visible to your entire company. Learn how to identify a file’s sharing
settings and how you can change them.
Change File Access
Decide who can view and modify the files you own.
Change File Access
Decide who can view and modify the files you own.
Make a File Private
You can restrict access to shared files you own by making them private.
Share Files with Groups
Share files in Chatter with public or private groups so that members of the groups can view and download the files from their feed.
158
Collaborate with Everyone
Create, Share, and Organize Files
Share Files with People in Salesforce Classic
Share files with people privately and set Viewer or Collaborator access for each person you share the file with.
Share Files with Libraries in Salesforce Classic
Share files with libraries to take advantage of the permission-setting capabilities of content libraries while still using the features of
Salesforce Files.
Attach Files to Records
Attaching files to records is a powerful way to collaborate and stay organized in Salesforce. You keep information on an opportunity,
account, or case right where you need it. Share relevant documents with anyone with access to the record.
Prevent Others from Sharing and Unsharing a File
You can prevent others from sharing and unsharing a file you own. This doesn’t affect existing shares.
Share Files with People in Lightning Experience
Share files with people privately and set Viewer or Collaborator access for each person you share the file with.
Share Files via Link
Upload and File Sharing Overview
Upload and share files from Files home, in feeds, and on records.
EDITIONS
Upload and share files from:
Available in: both Salesforce
Classic and Lightning
Experience
• Files home
• Any Chatter feed post or comment field
• Files card or list on groups, user profiles, opportunities, and other records
All file types are supported, including everything from Microsoft® PowerPoint presentations and
Excel spreadsheets, to Adobe® PDFs and image files. Audio and video files can be uploaded and
downloaded, but not parsed or previewed. Files up to 2 GB can be uploaded by default. However,
your organization determines the maximum file size.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Files Home
When you upload files on Files home, they’re added to the Owned by Me filter, with you as the owner. You can upload files to a library
by selecting the library and then clicking Add Files. Files you upload to a library inherit the sharing settings of that library.
You can also add files to Salesforce by:
• Attaching a file to a Chatter feed.
• Uploading files to Salesforce CRM Content private and shared libraries.
• Syncing a file in your Salesforce Files Sync folder.
• Creating content packs or uploading Web links in Salesforce CRM Content.
The Files list doesn't include:
• Documents from the Documents tab.
• Attachments from the Notes and Attachments related list.
Note: Files without a file extension or with an unrecognized file extension show “unknown” in the Type column.
159
Collaborate with Everyone
Create, Share, and Organize Files
Private Files
In Salesforce Classic, files you upload on Files home are automatically uploaded as private. A private file is private, not shared with anyone,
and you are the file owner. Only file owners and users with the “View All Data” permission can see private files.
Sharing Private Files
You can share private files from the file detail page or by attaching them to a Chatter feed, a profile, a record, or a group. You can also
share a file via a link. When you share a private file, it's no longer private. To learn who can perform which actions on a file, see Who Can
See My File?.
SEE ALSO:
File Size Limits in Salesforce
Prevent Others from Sharing and Unsharing a File
Upload a New Version of a File
Replace an old version of a file by uploading a new version.
EDITIONS
Uploading a new version replaces all previous versions, but previous versions are still available by
clicking Show all versions on the file detail page. If your original file was uploaded via a feed post,
use Upload New Version to replace the old version.
1. Click Upload New Version from any of these locations:
• The file detail page
• The file previewer
• The Files page, via the actions arrow for the file
• On a file in a feed, via the More Actions arrow (available in Salesforce Classic only)
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
2. Click Choose File, and select a file from your computer.
At this point you have the option to enter a note about what changed in the What Changed? field. This information is shown
on the Version History list.
3. Click Upload New Version (Salesforce Classic) or Start Upload (Lightning Experience).
The file detail page and any previous posts show the updated version.
Note:
• Only file owners, collaborators, and users with the “Modify all Data” permission can upload new versions. To learn who can
perform which actions on a file, see Who Can See My File?.
• The file owner doesn't change when a collaborator uploads a new version.
• If the file is from Salesforce CRM Content, you can't upload a new version from the file detail page. You can click Go to Content
Detail Page and upload a new version there. (Available in Salesforce Classic only.)
SEE ALSO:
View File Version History
Follow a File
160
Collaborate with Everyone
Create, Share, and Organize Files
File Size Limits in Salesforce
Maximum file size limits for files in Salesforce.
EDITIONS
Feature
Details
Attachments related list
• 25 MB for file attachments
• 2 GB for feed attachments
Documents tab
• 5 MB
• 20 KB for a custom-app logo
Salesforce CRM Content
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• 2 GB
• 2 GB (including headers) when uploaded
via Chatter REST API
• 2 GB (including headers) when uploaded
via REST API
• 38 MB when uploaded via SOAP API
• 10 MB when uploaded via BULK API
• 10 MB for Google Docs
• 10 MB when uploaded via Visualforce
Salesforce files
2 GB
Salesforce Knowledge
5 MB for attachments
The size limit for an attached file is 25 MB when attached directly to the related list.
The size limit for an email message, including attachments, is 25 MB.
SEE ALSO:
Upload and File Sharing Overview
Who Can See My File?
Your files in Salesforce can be private to you, privately shared, or visible to your entire company.
Learn how to identify a file’s sharing settings and how you can change them.
EDITIONS
This table describes file sharing settings which depend on how the file is shared. The sharing setting
and icon appear on a file's detail page and on the Shared With list on a file detail page.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
161
Collaborate with Everyone
Create, Share, and Organize Files
Sharing Setting
Private
Definition
When Does a File Have This Setting?
The file is private. It hasn't been shared with
anyone else besides the owner. The file owner
and users with “Modify All Data” permission
can find and view this file. However, if the file
is in a private library, only the file owner has
access to it.
A file is private when you:
• Upload it in Files home
• Publish it to your private library
• Sync a file in your Salesforce Files Sync
folder
• Stop sharing it with everyone (Make
Private)
• Delete posts that include the file and the
file isn't shared anywhere else
Privately Shared
The file has only been shared with specific
people, groups, or via link. It's not available to
all users in your company. Only the file owner,
users with “Modify All Data” or “View all Data”
permission, and specific file viewers can find
and view this file.
A file is privately shared when it's:
• Only shared with specific people or a
private group
• Posted to a private group
• Shared via link
• Posted to a feed on a record
• Published to a shared library
All users in your company can find and view A file is shared with your company when it's
this file.
posted to a feed that all users can see, a
profile, a record, or a public group.
Your Company
This table describes which actions you can perform on a file depending on your file permissions.
Action
File Owner
File Collaborator
File Viewer
View or Preview
Yes
Yes
Yes
Download
Yes
Yes
Yes
Share
Yes
Yes
Yes
Attach a File to a Post
Yes
Yes
Yes
Sync a File
Yes
Yes
Yes
Upload New Version
Yes
Yes
Edit Details
Yes
Yes
Change Permission
Yes
Yes
Make a File Private
Yes
Restrict Access
Yes
Delete
Yes
162
Collaborate with Everyone
Create, Share, and Organize Files
Note:
• No Access means that only the people in your company with whom this file is shared can find or view the file. If the file is
shared with a private group, only the group’s members can find or view the file.
• Users with “Modify All Data” permission can view, preview, download, share, attach, make private, restrict access, edit, upload
new versions, and delete files they don't own. However, if the file is in a private library, then only the file owner has access to
it.
• Users with “View All Data” permission can view and preview files they don't own. However, if the file is in a private library, then
only the file owner has access to it.
• Users must have the “Sync Files” permission to sync files.
• Groups (including group members) and records have viewer permission for files posted to their feeds.
• Permissions for files shared with libraries depend on the library.
SEE ALSO:
Make a File Private
View Where a File is Shared
Prevent Others from Sharing and Unsharing a File
Change File Access
Decide who can view and modify the files you own.
EDITIONS
File owners and collaborators can change file permissions for people and groups from viewer to
collaborator and conversely. They can also change file permissions for files shared with their company
to viewer, collaborator, or no access.
1. On a file detail page, click Share File > Sharing Settings.
2. Find the person or group whose access you want to change. Or change access for Any
Chatter user in your company.
3. Select Viewer, Collaborator, or No Access (for your company). Or, for files shared with records
(Salesforce Classic only), change to Set by Record. The change happens immediately.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Viewers can view, download, and share files.
• Collaborators can view, download, share, change permission, edit the file, and upload
new versions.
• Set by Library for a file in a library means that access to the file follows access to the library. This setting can’t be toggled.
• Set by Record for a file attached to a record means that access to the file follows access to the record. People with read/write
access to the record have Collaborator access to the file. People with read-only access to the record have Viewer access to the
file. This setting can be toggled in Salesforce Classic only.
• No Access means that only the people in your company with whom this file is shared can find or view the file. If the file is shared
with a private group, only the group’s members can find or view the file.
4. Click Close.
Note:
• A file is shared with your company when it's posted to a feed that all users can see, a profile, a record, or a public group. Any
Chatter user in your company is given viewer permission by default. If you change the permission from viewer
or collaborator to no access, you remove the share to company and to public groups.
163
Collaborate with Everyone
Create, Share, and Organize Files
• When you share a file with someone, they are given Collaborator access by default. When you share a file with a group,
the group members are given Viewer access by default. You can change the default access when you share a file for the
first time. File owners and collaborators can change access after a file has been shared.
SEE ALSO:
Who Can See My File?
Make a File Private
Prevent Others from Sharing and Unsharing a File
Change File Access
Decide who can view and modify the files you own.
EDITIONS
From the Sharing dialog, you can change file permissions for people and groups to Viewer,
Collaborator, or Set by Record for files shared with records.
• Viewers can view, download, and share files.
• Collaborators can view, download, share, change permission, edit the file, and upload new
versions.
• Set by Record for a file attached to a record means that access to the file follows access to the
record. People with read/write access to the record have Collaborator access to the file. People
with read-only access to the record have Viewer access to the file.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Set by Library for a file in a library means that access to the file follows access to the library.
This setting can’t be toggled.
File owners and collaborators can change file permissions for people and groups from viewer to collaborator and conversely. They can
also change file permissions for files shared with their company to viewer, collaborator, or no access.
In Lightning Experience
1. On the file preview page or from the file actions list, select Share.
2. Expand Who Can Access.
3. Change file permissions for people and groups using the menu, or click the X next to the person or record to stop sharing the file.
In Salesforce Classic
1. On a file detail page, click Share File > Sharing Settings
2. Find the person or group whose access you want to change. Or change access for Any Chatter user in your company
3. Find the person or group whose access you want to change. Or change access for Any Chatter user in your company
Note: No Access means that only the people in your company with whom this file is shared can find or view the file. If the
file is shared with a private group, only the group’s members can find or view the file.
4. Click Close.
Note:
• A file is shared with your company when it's posted to a feed that all users can see, a profile, a record, or a public group. Any
Chatter user in your company is given viewer permission by default. If you change the permission from viewer
or collaborator to no access, you remove the share to company and to public groups.
164
Collaborate with Everyone
Create, Share, and Organize Files
• When you share a file with someone, they are given Collaborator access by default. When you share a file with a group,
the group members are given Viewer access by default. You can change the default access when you share a file for the
first time. File owners and collaborators can change access after a file has been shared.
• File link recipients can only view and download files. They can't be collaborators.
• Admins can also add the Prevent others from sharing and unsharing option to page layouts, letting users prevent further
sharing of the file from the file detail page.
Make a File Private
You can restrict access to shared files you own by making them private.
Available in: Salesforce Classic
Available in: Group, Enterprise, Professional, Performance, Unlimited, Contact Manager, and Developer Editions
To stop sharing a file you own or have the “Modify All Data” permission for, make the file and the file link private ( ).
1. From the file detail page, click either
Share File > Sharing Settings or Show All on the Shared With list.
2. On the Sharing Settings dialog box, click Make private (or Restrict access if the file originated in a Salesforce CRM Content library).
3. On the confirmation dialog box, click Make private (or Restrict access).
Making a file private removes it from any posts it's attached to and removes it from everywhere it's been shared. Only the owner and
people with the “Modify All Data” permission can access it. If the file originated in a Salesforce CRM Content library, it is removed from
everywhere it's been shared, except the library.
If the file is shared using a content delivery, the content delivery becomes inaccessible, but is not deleted. If the file is shared using Share
via link in Chatter, the link to the file is deleted.
SEE ALSO:
Post Visibility
View Where a File is Shared
Prevent Others from Sharing and Unsharing a File
Share Files with Groups
Share files in Chatter with public or private groups so that members of the groups can view and
download the files from their feed.
EDITIONS
Share a file with a private or unlisted group so only members of that group can see it, or share a file
with a public group so members of that group and all Chatter users in your company can see it. By
default, anyone who can see a file can share it.
Available in: both Salesforce
Classic and Lightning
Experience
To share a file with one or more Chatter groups:
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
1. Share the file from one of these locations:
• On the detail page of the file you want to share—Click
File Sharing Settings > With
group. Or click Show All on the Shared With list then click Groups on the Sharing Settings
dialog box.
165
Collaborate with Everyone
Create, Share, and Organize Files
• Next to the file in a feed—Click More Actions > File Sharing Settings then click Groups on the Sharing Settings dialog box.
• Next to the file on the Files page, the Files Owned by list, or the Group Files list—Click
• On a file hover—Click
Share with groups.
Share File then click Groups on the Sharing Settings dialog box.
• In your Salesforce Files Sync folder on your desktop—Right-click on a file, hover on Salesforce Files Sync, then click Share
with groups.
2. Type the name of the group you want to share the file with and click the name to select it. Repeat this step to share with more
groups.
3. Select access levels for each group. By default, private group access is set to Collaborator, while public group access is set to Viewer.
4. Optionally, add a message to your post. You can @mention people and groups in your message to notify them and post the file in
their feed.
5. Click Share and Close. The file is posted to each group you shared it with and @mentioned.
A private file shared with a private or unlisted group becomes a privately shared file and displays the privately shared icon ( ). The
file is posted to the group's feed and only the file owner and group members can find and view the file. Any file shared with a public
group is viewable by all users in your company, displays the your company icon (
On the Sharing Settings dialog box, click
), and is posted to the group's feed.
next to a person's or group's name to stop sharing the file with them.
Note:
• Documents from the Documents tab and attachments from the Notes and Attachments related list aren't listed on Files home
and can't be shared as Salesforce Files.
• Content files may be shared with more people than shown in Share with People if they are part of a content pack or delivery.
• The maximum number of times a file can be shared is 100. This includes files shared with people, groups, and via links. If a file
is privately shared and nears the 100 share maximum, consider making the file public by posting it to your feed.
SEE ALSO:
Group Files Lists
View Where a File is Shared
Share Files with People in Salesforce Classic
Share files with people privately and set Viewer or Collaborator access for each person you share
the file with.
EDITIONS
Share a file privately so only specific people in your company can see it. By default, anyone who
can see a file can share it.
Available in: both Salesforce
Classic and Lightning
Experience
To share a file with one or more users in your company:
1. Start by sharing the file from one of these locations:
• On the detail page of the file you want to share—Click
File Sharing Settings > Share
with people. Or click Sharing Settings and then click People on the Sharing Settings
dialog box.
• Next to the file in a feed—Click More Actions > File Sharing Settings then click People
on the Sharing Settings dialog box.
• Next to the file on the Files home page—Click
Share with people.
166
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Create, Share, and Organize Files
• On a file hoverClick
Share File then click People on the Sharing Settings dialog box.
• In your Salesforce Files Sync folder on your desktop—Right-click on a file, hover on Salesforce Files Sync, then click Share
with people.
2. Type the name of the person you want to share the file with and click the name to select it. .
3. Choose the file permission you want them to have. By default, they have collaborator permission which lets them view, download,
share, change permission, edit the file, and upload new versions. Select Viewer to give them permission to view, download, and
share files.
4. If you want to share the file with more people, enter more names.
5. Optionally, add information to the message that recipients receive.
6. Click Share and Close. Recipients receive a message that you have shared a file with them, along with a link to the file. Lightning
Experience users receive this message as an email notification. Salesforce Classic users get a private Chatter message on their My
Messages page on the Chatter tab, and also get an email notification if they have email notifications for Chatter messages enabled.
Unless the file was already shared with your company, it's privately shared and displays the privately shared icon ( ). It's not posted
anywhere and only the people you specifically shared it with can find and view it. If it was already shared with your company, it retains
the your company icon (
) and anyone in your company can find and view it.
On the Sharing Settings dialog box, click
next to a person's or group's name to stop sharing the file with them. If you don’t want
others to change who can access the file, select Prevent others from sharing and unsharing.
Note:
• Documents from the Documents tab and attachments from the Notes and Attachments related list aren't listed on Files home
and can't be shared as Salesforce Files.
• Content files may be shared with more people than shown in Share with People if they are part of a content pack or delivery.
• The maximum number of times a file can be shared is 100. This includes files shared with people, groups, and via links. If a file
is privately shared and nears the 100 share maximum, consider making the file public by posting it to your feed.
SEE ALSO:
View Where a File is Shared
Share Files with Libraries in Salesforce Classic
Share files with libraries to take advantage of the permission-setting capabilities of content libraries while still using the features of
Salesforce Files.
If your admin has turned on this feature for your org, you can share any file with a library. The Libraries tab in Salesforce Classiclists the
libraries in your company along with the permissions assigned to each. The Share with library option in Chatter lets you share Chatter
files with a library, applying the permissions set for the library.
Note: Sharing files with libraries requires that:
• Your user detail page has the Salesforce CRM Content User setting enabled. Your administrator can enable this setting.
• Your organization has the Files user interface allows sharing files with libraries setting enabled. Your administrator can
enable this setting on the Salesforce CRM Content page in Setup.
1. On the Files tab, click
next to the file you want to share with a library.
2. Select Share with library. Or, for external file references (only applicable for Files Connect users), select Share a reference, and
choose Library in the Sharing Settings dialog box.
167
Collaborate with Everyone
Create, Share, and Organize Files
3. Do one of the following, depending on what happens next:
• If the Publish Content to Multiple Libraries dialog box appears, this means that another library already manages the file.
Select one or more additional libraries, and click Publish.
• If the Share files with a library confirmation message appears, it means that the file has been shared with people who have
Collaborator access, or it has been synced. If you proceed, Collaborators and anyone who has synced the file will have only
Viewer access. (A library administrator can give them editing access later.) Click Share to continue, or Cancel if you’ve changed
your mind.
• If the Publish Content dialog box appears, enter a title for the file. Select the library you want to share it with, and enter any
tags as metadata. Select a record type, enter any optional information, and click Publish.
The file is now listed on the Libraries tab and in Files in My Libraries on the Files tab.
SEE ALSO:
Create Folders in Libraries in Lightning Experience
Attach Files to Records
Attaching files to records is a powerful way to collaborate and stay organized in Salesforce. You
keep information on an opportunity, account, or case right where you need it. Share relevant
documents with anyone with access to the record.
You can attach files—such as Microsoft® Office documents, Adobe® PDFs, images, and videos—to
most Salesforce records. Add files using the Files related list.
Note: If you don’t see the Files related list on a record, ask your admin to add it to the page
layout for that record type.
To attach files to records:
• In Lightning Experience, drag files directly onto the Files related list or click Upload Files. To
add Salesforce files, click Add Files in the related list’s menu.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Group,
Professional,Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
• In Salesforce Classic, click Upload File in the Files related list.
Note: In Lightning Experience, all files uploaded to the Notes & Attachments related list are
uploaded as Salesforce Files, not as attachments. In Salesforce Classic, files uploaded to Notes
& Attachments are either Salesforce Files or attachments, depending on how your org’s
preferences are set. Files uploaded to the Files related list always become Salesforce Files,
whether in Lightning Experience or Salesforce Classic.
To attach files to records:
• Edit on the object
Drag and drop works with Files and Attachments related lists, but in Lightning Experience only. You can drag multiple files, but not a
folder. You can’t drag files onto read only related lists.
Limits
• In Salesforce Classic, the size limit for an attached file is 25 MB when attached directly to the related list, including a file attached to
a solution. In Lightning Experience, the size limit is 2 GB when attached directly to a related list.
• The file size limit for Chatter feed attachments is 2 GB.
• The size limit for an email message, including attachments, is 25 MB.
• If the Don't allow HTML uploads as attachments or document records security setting is enabled for
your organization, you cannot upload files with the following file extensions: .htm, .html, .htt, .htx, .mhtm, .mhtml,
.shtm, .shtml, .acgi, .svg.
168
Collaborate with Everyone
Create, Share, and Organize Files
Prevent Others from Sharing and Unsharing a File
You can prevent others from sharing and unsharing a file you own. This doesn’t affect existing shares.
1. On Files home, find the file you want.
2. Go to Sharing Settings or Share File for the file. (Or, if the file is in a library, open the Content Detail page from the Libraries tab.)
3. Select the Prevent others from sharing and unsharing checkbox.
4. Click Save.
Example: Let’s say I post a file in Chatter, and share it with a private group. I’m okay with members of the group having access
to the file, but I don’t want them to share it further. I can prevent sharing and unsharing so the existing shares remain but new
ones can’t be added, except by me or an admin.
You can also prevent others from sharing and unsharing a file in the API by using the SharingOption field on ContentVersion
and other objects.
Share Files with People in Lightning Experience
Share files with people privately and set Viewer or Collaborator access for each person you share
the file with.
EDITIONS
Share a file privately so only specific people in your company can see it. By default, anyone who
can see a file can share it.
Available in: both Salesforce
Classic and Lightning
Experience
To share a file with one or more users in your company:
1. Start by sharing the file from one of these locations:
• Next to the file on Files home—Click
Share.
• On the detail page of the file you want to share—Click Share.
•
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
From the file preview player—Click
2. Type the name of the person you want to share the file with and click the name to select it. Enter additional names if you wish to
share with more than one person.
3. Choose the file permission you want them to have. By default, they have collaborator permission which lets them view, download,
share, change permission, edit the file, and upload new versions. Select Viewer to give them permission to view, download, and
share files.
4. Optionally, add information to the message that recipients receive.
5. Click Share and Close. Recipients receive a message that you have shared a file with them, along with a link to the file. Lightning
Experience users receive this message as an email notification. Salesforce Classic users get a private Chatter message on their My
Messages page on the Chatter tab, and also get an email notification if they have email notifications for Chatter messages enabled.
On the Sharing Settings dialog box, click
next to a person's or group's name to stop sharing the file with them.
From the Share File window, click Who Can Access to see everyone the file has been shared with. Update file permissions or click X
next to the name of a person or group to stop sharing the file with them. If you want to prevent others from changing who can access
the file, select Prevent others from sharing and unsharing.
Note:
• Documents from the Documents tab and attachments from the Notes and Attachments related list aren't listed on Files home
and can't be shared as Salesforce Files.
• Content files may be shared with more people than shown in Share with People if they are part of a content pack or delivery.
169
Collaborate with Everyone
Create, Share, and Organize Files
• The maximum number of times a file can be shared is 100. This includes files shared with people, groups, and via links. If a file
is privately shared and nears the 100 share maximum, consider making the file public by posting it to your feed.
Share Files via Link
Available in: Salesforce Classic
Available in: Group, Enterprise, Professional, Performance, Unlimited, Contact Manager, and Developer Editions
You can share a file with anyone by creating a file link and sending it via email or IM. Creating a link generates an encrypted URL that
you can send to any recipient, such as leads, customers, partners, and coworkers, inside or outside of your company. The recipient opens
a web-based version of the file that they can easily preview and download. File link recipients can only view and download files. They
can't be collaborators.
When you create a public link to a file, anyone who has the link can view and download the file. You can delete the link at any time, and
anyone with the link will no longer be able to access the file. If you create a new link, only people with the new link can access the file.
Sharing via link is available in Salesforce Classic and Lightning Experience, and is on by default for most orgs.
Create and Share a File Link in Lightning Experience
• From files home or a files related list on a record, right-click on a file and choose Public Link.
• From Chatter, right-click on the thumbnail in the feed and choose Public Link.
You can also right-click on a file and click Share to open the Sharing dialog. From here, create a link in the Who Can Access section
under Public Link Sharing, or use a link that’s already been created.
Copy the link provided to share with people inside or outside your company.
Create and Share a File Link in Salesforce Classic
1. Start by sharing the file from one of these locations:
• On Files home —Click Upload files, select a file from your device, then click Sharing Settingsand choose Anyone with Link.
Copy the link provided to share with people inside or outside your company.
• On the Home page—Click Create New > File, click Choose File and select a file from your computer, then click Share via link
from the dropdown menu.
• On a file detail page—Click
File Sharing Settings > Via link.
• On the Sharing Settings dialog box—Click Anyone with link from the Share with list.
• Next to the file on the Files page, the Files Owned by list, or the Group Files list—Click
> Share via link.
• Next to the file in a feed or on a file hover—Click More Actions > File Sharing Settings, then click Anyone with link from
the Share with list.
• In your Salesforce Files Sync folder on your desktop—Right-click on a file, hover on Salesforce Files Sync, then click Share via
link.
2. Click Copy if available (or copy the link manually), and paste the link into an email or IM. File link recipients can only view and
download files. They can't be collaborators.
170
Collaborate with Everyone
Create, Share, and Organize Files
Unless the file was already shared with your company, it's privately shared and displays the privately shared icon ( ). It's not posted
anywhere and only the people you specifically shared it with can find and view it. If it was already shared with your company, it retains
the your company icon (
) and anyone in your company can find and view it.
On the Sharing Settings dialog box, click
file.
next to a link to stop sharing it. Anyone with the link will no longer be able to access the
Note:
• Documents from the Documents tab and attachments from the Notes and Attachments related list aren't listed on Files home
and can't be shared as Salesforce Files.
• The maximum number of times a file can be shared is 100. This includes files shared with people, groups, and via links. If a file
is privately shared and nears the 100 share maximum, consider making the file public by posting it to your feed.
Enable Link Sharing
Administrators can enable sharing via link by enabling these permissions:
1. From Setup, enter Content Deliveries and Public Links in the Quick Find box, and select Content Deliveries
and Public Links. Select Content Deliveries feature can be enabled for users and Public Links
can be enabled for users (Requires Content Deliveries).
2. From Setup, enter Permission Sets in the Quick Find box, and select Permission Sets. Select a permission set, click
System Permissions, and select Create Public Links.
3. From Setup, enter Profiles in the Quick Find box, and select Profiles. Select a profile, and click Edit. In General User
Permissions, select Create Public Links. You don't need this permission for files in a shared Salesforce CRM Content
library. Instead, complete steps 1 and 2 and then ensure that the user is a library member and that Deliver Content is checked in
the library permission definition.
SEE ALSO:
Creating Content Deliveries
File Updates in the Feed
Follow a file to see file updates in your feed, view a file’s version history, and get file recommendations.
IN THIS SECTION:
Follow a File
Follow a file to see updates in your Chatter feed, including when a new version of the file is uploaded. If you stop following a file,
the file remains in your Files list, but you won't see updates about it in your feed anymore.
View File Version History
File Recommendations
171
Collaborate with Everyone
Create, Share, and Organize Files
Follow a File
Follow a file to see updates in your Chatter feed, including when a new version of the file is uploaded.
If you stop following a file, the file remains in your Files list, but you won't see updates about it in
your feed anymore.
Click + Follow to start seeing updates, or click x Unfollow to stop seeing updates. In Lightning
Experience, follow a file from the file detail page. In Salesforce Classic, follow a file from a feed, file
detail page, or files list.
Note: The option to follow files is only available in organizations that use Chatter.
SEE ALSO:
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Upload a New Version of a File
View File Version History
The file detail page shows the current version number of the file. View the Version History list to
see all versions of the file that have been uploaded, including the current version. From the list you
can download the file, see who updated it and when, and see the description if provided. The file
detail page always shows the most current version of a file.
SEE ALSO:
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Upload a New Version of a File
Follow a File
File Recommendations
Chatter recommends files that you might want to follow based on the popularity of the file,
determined by the number of people who have viewed or downloaded the file. To see an expanded
list of your recommendations, click More in the Recommendations section. If no recommendations
appear, then you already follow all the recommended files.
SEE ALSO:
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Follow a File
File Previews and Details
View and edit file details, and report on files.
IN THIS SECTION:
View File Details
View and update key details.
172
Collaborate with Everyone
Create, Share, and Organize Files
Edit File Details
Delete a File from the File Detail Page
View Where a File is Shared
Find out who can see a file, and what level of access they have. From the File Detail page, you can access a full list of every person
or object the file is shared with.
File and Content Engagement Report
See how many times a file has been downloaded, shared, liked, and commented on.
View File Details
View and update key details.
EDITIONS
In Lightning Experience
Available in: both Salesforce
Classic and Lightning
Experience
To open, click View File Details from a file preview or from the actions menu on Files home, in the
feed, or on a record.
From the file details page, you can view key details about the file including size, extension, and file
owner. View or update the file title and description, view information about sharing and file versions.
Admins can customize the page layout of the Files detail page. Choose which standard fields to
display. Create custom fields and buttons to track metadata specific to your business, to use in
validation rules, and provide data for searches and reports. Use record types to customize the page
layouts of different file record types.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Note: To see the Files Detail Page, set up at least one custom record type (in addition to General, the default type).
In Salesforce Classic
To open file details, click a file name in a feed, on a files list, on a file hover, or by clicking More Actions > Preview next to the file in a
feed. On the file detail page, you can see details about Salesforce Files.
From a file detail page, you can:
• View the file without downloading it. Use the arrow keys in the document previewer to see each page, zoom in or out, or change
the preview width and screen size. Files owners and anyone with access to the file can preview it.
Note: Not all files can be previewed, such as encrypted files, password-protected files, copy-protected PDFs, unknown file
types, and any file larger than 25 MB. For files that can’t be previewed, the Preview option isn’t available on feeds or list views,
and files appear as generic file type icons in the feed. Some Microsoft Office 2007 features don’t display correctly in previews.
If a file can be previewed, but a preview doesn’t exist, contact your Salesforce admin who may be able to regenerate the
preview.
• See if the file is private ( ), privately shared (
• Click
), or shared with your company (
).
Download to open or save the file. Anyone who can see a file can download it.
• Click
File Sharing Settings to share a file with people, groups, or via file link, or see the Sharing Settings. By default, anyone
who can see a file can share it.
• Click Make private on the Sharing Settings dialog box to remove the file and file link, if applicable, from everywhere it's been shared.
Or click Restrict access if the file originated in a Salesforce CRM Content library to remove the file from everywhere it's been shared
except the library. Only owners and users with the “Modify all Data” permission can make a file private ( ) or restrict access.
173
Collaborate with Everyone
Create, Share, and Organize Files
• Click Upload New Version to update the file with a newer version. Only file owners, collaborators, and users with the “Modify
all Data” permission can upload a new version of a file.
Edit Details to edit the name or description of the file. Only file owners, collaborators, and users with the “Modify All Data”
• Click
permission can edit file details.
• If you have the “Sync Files” permission and are the owner of the file, click
Sync to sync a file between your Salesforce Files Sync
folder on your computer and Chatter. Click
Unsync to stop syncing the file.
• Click
Delete to delete the file. Only file owners and users with the “Modify All Data” permission can delete files.
• See who the file is owned by and when it was last modified.
• See the file's description and click the edit icon (
) to edit the description, or add a description by clicking Add Description.
• See the file's current version number and click Show all versions to see the file's version history.
• Click
Show file report to see data about the file, such as how many times the file has been downloaded, shared, liked, and
commented on. Show file report is visible only to users with the “Run Reports” and “View Reports in Public Folders” permissions.
• Click
Follow to follow the file or click
to stop following the file.
• See who's following the file.
• See who and what locations the file is shared with.
• If the file originated in Salesforce CRM Content, click Go to Content Detail Page to see the content detail page of that file. Most
actions performed on files that originated in Salesforce CRM Content must be done on the file's content detail page instead of the
file detail page.
• Click the Files or Chatter links at the top of the page to go to the Files list or the Chatter page.
• See other files that people who viewed this file also viewed. If no other files have been viewed by the same people, the People Also
Viewed section doesn't appear on the file detail page.
SEE ALSO:
View File Version History
View Where a File is Shared
Edit File Details
To edit a file's name and description:
1. On a file detail page, click
EDITIONS
Edit Details or click the edit icon (
) next to the description.
Available in: both Salesforce
Classic and Lightning
Experience
2. Optionally, edit the file name and description.
3. Click Save.
If there is no description and you want to add one, click Add Description or click the edit icon (
next to the description.
File owners, collaborators, and users with the “Modify All Data” permission can edit file details.
SEE ALSO:
View File Details
174
)
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Create, Share, and Organize Files
Delete a File from the File Detail Page
Click Delete on a file's detail page to delete the file and remove it from all locations where it's been
shared. If the file was shared via link, anyone with the link no longer has access to the file once it’s
deleted. To restore a deleted file, click the Recycle Bin link on the Home page. Select the file and
click Undelete. The file is restored as well as all the shares that were associated with it.
Only the file owner or a user with the “Modify All Data” permission can delete a Salesforce file. If
the file is contained in a library, only the file owner or a user with delete permission within the
library, like the Library Administrator, can delete the file.
Note: To learn who can perform which actions on a file, see Who Can See My File?.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
SEE ALSO:
Delete Files and Links from Feeds
View Where a File is Shared
Find out who can see a file, and what level of access they have. From the File Detail page, you can
access a full list of every person or object the file is shared with.
EDITIONS
The Shared With list on a file detail page shows you who the file is shared with, and their level of
access.
Available in: both Salesforce
Classic and Lightning
Experience
In Salesforce Classic, click Show All to open Sharing Settings, where you can:
• See who the file is shared with and their permission: owner, collaborator, viewer, or no access.
• Click People on the Sharing Settings dialog box to share the file with specific people.
• Click Groups on the Sharing Settings dialog box to share the file with specific groups.
• Click Library to share the file with a library.
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
• Click Anyone with link on the Sharing Settings dialog box to create and share a file link.
• Click Make private to remove the file and file link, if applicable, from everywhere it's been shared. Or click Restrict access if the file
originated in a Salesforce CRM Content library to remove the file from everywhere it's been shared except the library. Only owners
and users with the “Modify all Data” permission can make a file private ( ) or restrict access.
• On the Sharing Settings dialog box, click
next to a person's or group's name to stop sharing the file with them.
SEE ALSO:
Make a File Private
Who Can See My File?
175
Collaborate with Everyone
Create, Share, and Organize Files
File and Content Engagement Report
See how many times a file has been downloaded, shared, liked, and commented on.
From the file detail page, click
Show file report to run and view the File and Content
Engagement report, which has these fields.
Field
Number of times users...
Total Downloads
Downloaded the file.
Posts
Posted the file to a feed. This number doesn’t
count the number of times the file has been
attached to comments on posts.
Post Comments
Commented on file posts in feeds.
Likes
Liked file posts on feeds. This number doesn’t
count likes received by comments on the file
post.
Shares
Shared the file using Share with people and
Share with groups. If a user clicks Share on a
file post, it’s counted as a post and not as a
share.
Links
Shared the file using Share via link. If the file is
uploaded to a Salesforce CRM Content library,
then content deliveries are also counted.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
USER PERMISSIONS
To run and view a file report
• Run Reports
Example: Numbers in the File and Content Engagement report are cumulative for all versions of a file. For example, if there are
2 versions of the file, and version 1 has been downloaded 4 times while version 2 has been downloaded 5 times, then Total
Downloads reports 9 downloads.
Salesforce Files Sync
View and edit file details, and report on files.
IN THIS SECTION:
Get Started with Salesforce Files Sync
Salesforce Files Sync makes file management, syncing, and sharing easier than ever!
Salesforce Files Sync System Requirements
Salesforce Files Sync runs best on systems that meet the minimum recommended system requirements.
Install Salesforce Files Sync
Install the Salesforce Files Sync client on your desktop to sync files between your computer, Salesforce, and Salesforce1 on mobile
devices.
Salesforce Files Sync System Requirements
Salesforce Files Sync runs best on systems that meet the minimum recommended system requirements.
176
Collaborate with Everyone
Create, Share, and Organize Files
Connect Salesforce Files Sync to Other Salesforce Organizations
Configure Salesforce Files Sync to connect to other Salesforce organizations.
Sync Files and Folders
Sync files and folders by saving them in your Salesforce Files Sync folder on your computer or by clicking
a file in a feed post, comment, file list, or file detail page.
Sync while viewing
Access Synced Files on Your Computer, Online, and on Mobile Devices
Access synced files in your Salesforce Files Sync folder on your desktop, in Salesforce online, and in Salesforce1 on your mobile device.
Working with Synced Files and Folders
Synced files and folders are just like any other file in Salesforce, but they have a few additional features.
Share Synced Files
Synced files can be shared directly from the Salesforce Files Sync folder on your desktop.
Manage Versions of Synced Files
Just like all Salesforce files, you can work with prior versions of a synced file as needed.
Salesforce Files Sync Limits
Be aware of file syncing limits while using Salesforce Files Sync.
Salesforce Files Sync Storage Limits
Two storage limits affect Salesforce Files Sync: shared organization-wide storage and individual storage.
File Names and Extensions that Prevent Syncing
Some file characteristics can prevent files from syncing between your devices and the Web.
Synced Folder Name Restrictions
Some folders aren’t synced by Salesforce Files Sync because of folder name restrictions.
Get Started with Salesforce Files Sync
Salesforce Files Sync makes file management, syncing, and sharing easier than ever!
Watch a Demo: Get Started with Salesforce Files Sync
Getting started with Salesforce Files Sync is almost effortless. Just save your files in the Salesforce Files Sync folder on your desktop, and
Salesforce Files Sync does the rest.
Access your synced files anywhere
Saving a file in Salesforce Files Sync means that the file is automatically available everywhere you need it. Just look in the Synced
filter in Files home — it’ll be there.
Share files right from the Salesforce Files Sync folder on your desktop
Right-click on a file to share it with people and groups in Chatter, or share the file with anyone using a link.
Always have the latest version of every file
Whenever you or one of your collaborators edit a file saved in the Salesforce Files Sync folder on your desktop, the file is instantly
updated for everyone. Salesforce Files Sync supports versioning, so you can access older versions of the file, just in case.
Salesforce Files Sync System Requirements
Salesforce Files Sync runs best on systems that meet the minimum recommended system requirements.
To use Salesforce Files Sync, we recommend:
177
Collaborate with Everyone
Create, Share, and Organize Files
System Requirement
Windows
Mac
Supported operating systems
Microsoft® Windows® 7 and later
Apple® Mac OS X 10.8 Mountain Lion and
later
Processors
2.33 GHz or faster x86-compatible processor, Intel® Core™ Duo 1.83 GHz or faster
or Intel® Atom™ 1.6 GHz or faster processor processor
for netbook devices
Memory
512 MB of RAM (1 GB recommended)
512 MB of RAM (1 GB recommended)
Hard drive
4 GB of free space recommended for sync
operations
4 GB of free space recommended for sync
operations
Install Salesforce Files Sync
Install the Salesforce Files Sync client on your desktop to sync files between your computer, Salesforce, and Salesforce1 on mobile devices.
1. From your personal settings, enter Files Sync in the Quick Find box, then select Salesforce Files Sync. Multiple results?
Select the one under Personal Setup.
2. Click Download.
3. Follow the installation instructions for your operating system.
4. Log in with your Salesforce credentials.
After Salesforce Files Sync is installed, you’re notified automatically when an update is available.
Note: Salesforce Files Sync client must run on a local drive. External locations such as network drives or mounted devices are not
supported.
Salesforce Files Sync System Requirements
Salesforce Files Sync runs best on systems that meet the minimum recommended system requirements.
To use Salesforce Files Sync, we recommend:
System Requirement
Windows
Mac
Supported operating systems
Microsoft® Windows® 7 and later
Apple® Mac OS X 10.8 Mountain Lion and
later
Processors
2.33 GHz or faster x86-compatible processor, Intel® Core™ Duo 1.83 GHz or faster
or Intel® Atom™ 1.6 GHz or faster processor processor
for netbook devices
Memory
512 MB of RAM (1 GB recommended)
512 MB of RAM (1 GB recommended)
Hard drive
4 GB of free space recommended for sync
operations
4 GB of free space recommended for sync
operations
Connect Salesforce Files Sync to Other Salesforce Organizations
Configure Salesforce Files Sync to connect to other Salesforce organizations.
178
Collaborate with Everyone
Create, Share, and Organize Files
After disconnecting Salesforce Files Sync from one Salesforce organization, your synced files are backed up in a folder called “Salesforce
Files_Old.” On Windows, the backup folder is located at C:\Users\User Name\Salesforce Files_Old where User
Name is your Windows user name. On Mac, the backup folder is located at /Users/User Name/Salesforce Files_Old
where User Name is your Mac user name. Your synced files are always accessible online in the Salesforce organization they’re synced
with.
Warning: Before connecting Salesforce Files Sync to a new Salesforce organization, close all files and folders saved in your
Salesforce Files Sync folder. Any files and folders that are open when you disconnect Salesforce Files Sync from a Salesforce
organization aren’t backed up and automatically sync with the next Salesforce organization that you connect Salesforce Files Sync
to.
To sync files with a different Salesforce organization, set up a new connection for Salesforce Files Sync.
1. In your system tray or menu bar, right-click
Salesforce Files Sync.
2. Click Preferences.
3. If necessary, click Log out to disconnect your from your current Salesforce organization.
4. Under New Connection, enter a Name for the new connection.
5. Enter the https:// login URL for your Salesforce organization.
6. Click Log in.
7. Enter your login credentials and click Log in.
8. Click Allow to enable Salesforce Files Sync.
After connecting to the new organization, any files you add to your Salesforce Files Sync folder sync with that organization. If you’ve
already synced files with the organization that you’re connecting to, the synced files automatically download to the Salesforce Files Sync
folder on your desktop.
Sync Files and Folders
Sync files and folders by saving them in your Salesforce Files Sync folder on your computer or by
clicking
USER PERMISSIONS
Sync while viewing a file in a feed post, comment, file list, or file detail page.
Watch a Demo:
To sync files:
• Sync Files
Salesforce Files Sync (Salesforce Classic)
Before you can sync files, you must install Salesforce Files Sync on your desktop.
Synced files are private by default. That means that after saving a file in your Salesforce Files Sync
folder on your desktop, only you can access it in Salesforce online. Collaborate with others by sharing your synced files.
You always have the latest version of synced files available in your Salesforce Files Sync folder on your desktop, online in Salesforce, and
in Salesforce1 on mobile devices. Just like other files in Salesforce, you can access previous versions of synced files.
To sync your files:
1. From the Salesforce Files Sync client, either save your files in your Salesforce Files Sync folder or drag and drop the files you’d like to
sync into your Salesforce Files Sync folder.
On Windows, your Salesforce Files Sync folder is located at C:\Users\User Name\Salesforce Files, where User
Name is your Windows user name. On Mac, your Salesforce Files Sync folder is located at /Users/User Name/Salesforce
Files, where User Name is your Mac user name.
From the Files tab, a feed post, or anywhere in the full Salesforce site where a file is posted or listed, click
2. The files sync.
179
Sync.
Collaborate with Everyone
Create, Share, and Organize Files
After your files sync, you can easily access them in Salesforce and in Salesforce1 on mobile devices. If you delete a file from your Salesforce
Files Sync folder, you can still access the file in the Owned by Me filter in Files home.
Access Synced Files on Your Computer, Online, and on Mobile Devices
Access synced files in your Salesforce Files Sync folder on your desktop, in Salesforce online, and in Salesforce1 on your mobile device.
Find Synced Files on Your Desktop
On your desktop, your synced files are kept in your Salesforce Files Sync folder. On Windows, the Salesforce Files Sync folder is located
at C:\Users\User Name\Salesforce Files, where User Name is your Windows user name. On Mac, the Salesforce
Files Sync folder is located at /Users/User Name/Salesforce Files, where User Name is your Mac user name.
To open your Salesforce Files Sync folder from your system tray or menu bar, right-click
Files Sync Folder.
Salesforce Files Sync > Open Salesforce
Warning: Moving your Salesforce Files Sync folder from its default directory location prevents file syncing. To ensure that your
files always sync, don’t move your Salesforce Files Sync folder.
Find Synced Files in Salesforce
In Salesforce, your synced files are available in Files home.
From Files home, click Synced to view your synced files and folders. Your most recently synced files are listed first.
Find Synced Files on Your Mobile Device
On your mobile device, your synced files are accessible in Salesforce1.
From Files home, tap
and select Synced to view a list of your synced files.
Working with Synced Files and Folders
Synced files and folders are just like any other file in Salesforce, but they have a few additional features.
Synced files are private by default. That means that after saving a file in your Salesforce Files Sync on your desktop, only you can access
it in Salesforce online. Collaborate with others by sharing your synced files.
You always have the latest version of synced files available in your Salesforce Files Sync folder on your desktop, online in Salesforce, and
in Salesforce1 on mobile devices. Just like other files in Salesforce, you can access previous versions of synced files in Chatter.
Share Synced Files
Synced files can be shared directly from the Salesforce Files Sync folder on your desktop.
Share synced files with people and Chatter groups in your organization, or people outside your organization using a generated link.
Synced files are private by default, but when you share them you can assign view-only or collaborator privileges.
If you share a file with a person or group with Collaborator rights, then when collaborators download, edit, and upload a new version
of the file, you’ll get the latest version automatically synced. When you edit and sync a new version of the file, the people and groups
you’ve shared with will automatically get the latest version too.
To share a file directly from your Salesforce Files Sync folder:
1. On your desktop, in your Salesforce Files Sync folder, right-click the file you’d like to share.
180
Collaborate with Everyone
Create, Share, and Organize Files
2. Choose a menu option under Salesforce Files Sync: share with people in your organization, with Chatter groups, or with people
outside your organization via link.
3. When prompted, enter the names of the people or groups in your organization, assign Viewer or Collaborator permission,
and enter an optional message to share the file with them. If you’re sharing the file via link, copy the link.
4. Click Share.
An email notification is sent to everyone you shared the file with.
Manage Versions of Synced Files
Just like all Salesforce files, you can work with prior versions of a synced file as needed.
After you first sync a file, you see that file as Version 1 in your files list. If you make changes to it on your computer or mobile device, a
new version is automatically created each time you save the file. To view previous versions, just visit the file detail page.
Anyone who is following the synced file receives a notification in their Chatter feed when new versions are created. File collaborators
can upload new versions of your synced files.
Warning: If a synced file is open on your desktop when a collaborator uploads a new version, then you won’t receive the new
version until you close the file without saving. If you save your open file, your version will overwrite your collaborator’s changes.
Salesforce Files Sync Limits
Be aware of file syncing limits while using Salesforce Files Sync.
Feature
Limit
Organization-wide storage
Storage is based on the number of Salesforce licenses purchased.
Additional storage can be purchased. For more information, refer
to Salesforce Files Sync Storage Limits.
Maximum number of synced files
Users can sync up to 10,000 files.
Maximum number of synced folders
500 folders
File size
• 2 GB when uploaded via the Web interface
• 2 GB when uploaded via the Salesforce Files Sync desktop
client (or 500 MB when using proxy)
• 100 MB when uploaded from a mobile device
Maximum number of versions per file
2,048
Maximum number of users who can sync the same file
simultaneously
1,000 users
Maximum number of Connect API calls
10,000 per user, per hour, per connected application from the
Salesforce Files Sync desktop client
Salesforce Files Sync temporarily stops syncing files if you reach
the Maximum number of Connect API calls. Syncing resumes
automatically in about an hour.
Salesforce Files Sync continues to sync existing files, but won’t sync new files if:
181
Collaborate with Everyone
Create, Share, and Organize Files
• Your Salesforce Files Sync folder exceeds 10 GB of files.
• Your organization reaches its shared file storage limit.
• Your Salesforce Files Sync folder contains more than 10,000 files or 500 folders.
• The new file’s file size exceeds the individual file size limit.
Salesforce Files Sync stops syncing files if:
• You move your Salesforce Files Sync folder from its default directory location. On Windows, the default directory location is
C:\Users\User Name\Salesforce Files, where User Name is your Windows user name. On Mac, the default
directory location is /Users/User Name/Salesforce Files, where User Name is your Mac user name. Salesforce
Files Sync resumes syncing after the Salesforce Files Sync folder is returned to the default directory location.
Salesforce Files Sync Storage Limits
Two storage limits affect Salesforce Files Sync: shared organization-wide storage and individual storage.
Shared Organization-Wide Storage
Your organization’s shared file storage equals the file storage allocation per organization, plus the per-user allocation multiplied by the
number of users in your organization.
If your organization is using its entire shared storage allocation, then Salesforce Files Sync will continue to sync your existing files, but
won’t sync new files unless you or your organization removes existing files or purchases more storage from Salesforce.
Salesforce Edition
File Storage Allocation Per
Organization
File Storage Allocation Per User
License
Contact Manager
10 GB
612 MB
Group
10 GB
612 MB
Professional
10 GB
612 MB
Enterprise
10 GB
2 GB
Performance
10 GB
2 GB
Unlimited
10 GB
2 GB
Developer
20 MB
N/A
Personal
20 MB
N/A
Note: If your organization uses custom user licenses, contact your administrator to determine if these licenses provide additional
storage.
Individual Storage
Salesforce Files Sync syncs up to 10 GB of files between the Salesforce Files Sync folder on your desktop, Salesforce on the Web, and
mobile devices with Salesforce1. Salesforce Files Sync will continue to sync your existing files, but won’t sync your new files if you add
more than 10 GB of files to your Salesforce Files Sync folder. If you reach the individual 10 GB storage limit, you must remove existing
files to sync new files.
182
Collaborate with Everyone
Create, Share, and Organize Files
File Names and Extensions that Prevent Syncing
Some file characteristics can prevent files from syncing between your devices and the Web.
• Zero-byte files
• Files without an extension
• Files with names that start with:
– AUX.
– CLOCK$.
– COM1.
– COM2.
– COM3.
– COM4.
– COM5.
– COM6.
– COM7.
– COM8.
– COM9.
– CON.
– LPT1.
– LPT2.
– LPT3.
– LPT4.
– LPT5.
– LPT6.
– LPT7.
– LPT8.
– LPT9.
– NUL.
– PRN.
– ~
– .
• Files with these names:
– desktop.ini
– thumbs.db
– .DSStor
• Files with these extensions:
– .tmp
– .conflicted
– .part
– .partial
183
Collaborate with Everyone
Create, Share, and Organize Files
– .download
– .crdownload
– extensions starting with .sb• Different operating systems have different file name restrictions. Salesforce Files Sync syncs any file whose name is allowed by your
operating system. That means that if you can name a file on your desktop, you can sync it using Salesforce Files Sync. If you sync a
file from Mac® OS X®, it will sync to the Web, but if the file name isn’t allowed by Microsoft Windows®, the file won’t download to
your Windows desktop.
To ensure all your files sync between all your computers, avoid using these characters in file names:
– \ (backslash)
– : (colon)
– * (asterisk)
– ? (question mark)
– ' (apostrophe)
– < (less than sign)
– > (greater than sign)
– / (slash mark)
– | (pipe)
–
TM
(trademark symbol)
– ∞ (infinity sign)
– § (section)
– • (bullet point)
– ≠ (not equal to)
– ` (grave accent)
– “ (quotation marks)
– ... (ellipsis)
– ≥ (greater than or equal to sign)
– ≤ (less than or equal to sign)
– & (ampersand)
• Files with names longer than 254 characters
Synced Folder Name Restrictions
Some folders aren’t synced by Salesforce Files Sync because of folder name restrictions.
Different operating systems have different folder name restrictions. Salesforce Files Sync syncs any folder whose name is allowed by
your operating system. That means that if you can name a folder on your desktop, you can sync it using Salesforce Files Sync. If you sync
a folder from Mac® OS X®, it will sync to the Web, but if the folder name isn’t allowed by Microsoft Windows®, the folder won’t download
to your Windows desktop.
To ensure all your files sync between all your computers, avoid using folder names that:
• Contain these characters:
– / (forward slash)
– \ (backslash)
184
Collaborate with Everyone
Create, Share, and Organize Files
– : (colon)
– * (asterisk)
– ? (question mark)
– “ (quotation marks)
– < (less than sign)
– > (greater than sign)
– | (pipe)
• Exceed 255 characters
• Are identical to another folder name in the same directory
Considerations for Using Files and Attachments
When working with files and Google docs, there are a number of things to keep in mind.
• To use notes in Lightning Experience, we recommend enabling Notes, Salesforce’s enhanced
note-taking tool. Your Salesforce admin must add the Notes related list to page layouts.
• To access files in Lightning Experience, use the Files related list, which your Salesforce admin
must add to page layouts.
• If Chatter is enabled for your organization, files posted to a feed on a record are added to the
record’s Notes & Attachments related list as feed attachments. You can preview (if available),
download, and delete feed attachments from the Notes & Attachments related list, but you
can’t edit them.
• To edit a file or attachment associated with a record, you must be able to edit its associated
record.
• To delete a file or attachment that’s associated with a record, you must be the owner of the file
or attachment or the owner of the associated record.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Files and attachments
available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Google Docs available in all
editions
• To delete a file or attachment that’s not associated with a record, you must be the owner of
the file or attachment.
• Community users can download attachments, but can only preview, edit, or delete attachments that they’ve created.
• If a file or attachment is marked private, it’s only accessible to the person who created or attached it.
• If the Add Google Docs to Salesforce service is enabled for your organization, the Notes & Attachments related list is called Google
Docs, Notes & Attachments. The Attachments related list is called Google Docs & Attachments.
• To access a Google doc from a record detail page, the doc must be shared with your Google Apps account.
• The Notes & Attachments related list includes files from Salesforce CRM Content when they are posted to a Chatter feed on a record.
However, the Notes & Attachments related list does not include Salesforce CRM Content files that only exist in Salesforce CRM
Content. If your organization has Salesforce CRM Content enabled, you can add the Related Content related list to the detail pages
for accounts, contacts, leads, opportunities, cases, products, or custom objects.
• Not all files can be previewed, such as encrypted files, password-protected files, copy-protected PDFs, unknown file types, and any
file larger than 25 MB. For files that can’t be previewed, the Preview option isn’t available on feeds or list views, and files appear as
generic file type icons in the feed. Some Microsoft Office 2007 features don’t display correctly in previews. If a file can be previewed,
but a preview doesn’t exist, contact your Salesforce admin who may be able to regenerate the preview.
• All files and attachments added to contacts and opportunities roll up under the associated account as well.
• When you delete a file attached from a Chatter feed, it removes the file from all Chatter feeds where it’s been shared and deletes
the file from the Notes & Attachments related list. If the file was attached from your computer, a Chatter feed, group, or a Salesforce
185
Collaborate with Everyone
Create, Share, and Organize Files
CRM Content library, deleting it from the Notes & Attachments related list removes it from the post but doesn’t delete it from its
original location.
Files Connect External Files
Browse, search, and share files that are stored elsewhere right from Salesforce.
IN THIS SECTION:
Authenticate to Files Connect External Data Sources
If your administrator configured a data source like SharePoint to employ per-user authentication, provide your credentials for that
system in Salesforce.
Access and Share Files Connect External Files
After your admin enables Files Connect, you can access files from external sources like Google Drive and SharePoint, or share them
via feeds and Files home.
Search for Files Connect External Files
Search an external data source like Google Drive, Box, or SharePoint right within Salesforce.
Authenticate to Files Connect External Data Sources
If your administrator configured a data source like SharePoint to employ per-user authentication,
provide your credentials for that system in Salesforce.
EDITIONS
IN THIS SECTION:
Available in: both Salesforce
Classic and Lightning
Experience
Set Up Authentication to an External Data Source
When you connect to a Files Connect external data system for the first time, set up your
authentication in just a few clicks.
Manage Your Files Connect External Data Source Authentication Credentials
You or your Salesforce admin can set up and manage your authentication settings for external
data sources using Files Connect. With valid authentication settings, you can access files from
external systems right from Salesforce.
Files Connect for
cloud-based external data
sources is available in:
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To access cloud-based data
sources like SharePoint
Online:
• Files Connect Cloud
186
Collaborate with Everyone
Create, Share, and Organize Files
Set Up Authentication to an External Data Source
When you connect to a Files Connect external data system for the first time, set up your
authentication in just a few clicks.
EDITIONS
If you haven’t set up your authentication to an external data system in My Settings, you are prompted
to authenticate the first time you try to access an external system in Salesforce. Click the link or
button to complete most of the authentication automatically.
Available in: both Salesforce
Classic and Lightning
Experience
• If you are connecting to Box, Google Drive, SharePoint Online, or OneDrive for Business:
Files Connect for
cloud-based external data
sources is available in:
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
1. Select OAuth 2.0 as the authentication protocol.
2. When you see a message requesting permission for Salesforce to access information from
your external system, click Allow.
3. After the authentication process has finished, you are redirected to Salesforce.
•
Note: Sharepoint 2010 and Sharepoint 2013 are only available to customers who have
the paid permission set license, “Files Connect for on-premises external data sources.”
This license is no longer available for purchase.
If you are connecting to SharePoint 2010 or SharePoint 2013:
1. You are redirected to Authentication Settings for External Systems.
USER PERMISSIONS
To access cloud-based data
sources like SharePoint
Online:
• Files Connect Cloud
2. Enter your username and password credentials for the external system.
Manage Your Files Connect External Data Source Authentication Credentials
You or your Salesforce admin can set up and manage your authentication settings for external data
sources using Files Connect. With valid authentication settings, you can access files from external
systems right from Salesforce.
Your admin defines external systems in external data sources and named credentials. Before you
begin, your administrator:
• Sets up the external data source or named credential to use per-user authentication.
• Grants you access to the external data source or named credential.
• Tells you the authentication settings to enter.
If you don’t see the expected settings or options, ask your admin for help.
1. From My Settings, enter Authentication in the Quick Find box, then select
Authentication Settings for External Systems.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Files Connect for
cloud-based external data
sources is available in:
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
2. Click New to set up a new connection. Click Edit to modify an existing external data source.
USER PERMISSIONS
3. From the External System Definition menu, select “External Data Source.”
To access cloud-based data
sources like SharePoint
Online:
• Files Connect Cloud
4. From the External Data Source menu, select a data source created by your
administrator.
5. Select the authentication protocol required by the external system.
For SharePoint 2010 or 2013, set the following options.
Note: This process is available only to customers who have the paid permission set
license, “Files Connect for on-premises external data sources.” This license is no longer
available for purchase.
187
To access on-premises data
sources like SharePoint
2010:
• Files Connect
On-premises
Collaborate with Everyone
Create, Share, and Organize Files
Field
Description
Authentication Protocol
Choose Password Authentication
Username and password
Enter your SharePoint username and password
For Box, Google Drive, SharePoint Online, or OneDrive for Business, set the following options.
Field
Description
Authentication Protocol
Choose OAuth 2.0
Authentication Provider
Choose the provider created for this data source by your
administrator
Scope
Leave blank
Start Authentication Flow on Save
Select to immediately verify your login credentials with the
external data source.
When you click Save, the external system prompts you to log
in. After successful login, the external system grants you an OAuth
token for accessing its data from this org.
Redo the OAuth flow when you need a new token—for example,
when the token expires—or if you edit the Scope or
Authentication Provider fields.
6. Click Save.
Access and Share Files Connect External Files
After your admin enables Files Connect, you can access files from external sources like Google Drive
and SharePoint, or share them via feeds and Files home.
EDITIONS
Download or Share Files on Files Home
Available in: both Salesforce
Classic and Lightning
Experience
Download external files to your local system or share them with a general set of people in your
organization from Files home.
1. Navigate to Files home.
2. The External Files list in the left column shows available external data sources. Select one and
navigate through the folders, or use the search bar to find a file.
Note: Salesforce supports Google documents, spreadsheets, presentations, and drawings.
In the Recent list, Google Drive content is limited to the 24 most recently accessed
documents from the last 30 days.
3. Click
next to the file name, and choose one of the following:
• Open the file in the external data source, such as SharePoint.
• Download the file to your local system. (From on-premises systems like SharePoint 2010,
2 GB is the maximum download size.)
188
Files Connect for
cloud-based external data
sources is available in:
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To access cloud-based data
sources like SharePoint
Online:
• Files Connect Cloud
Collaborate with Everyone
Create, Share, and Organize Files
• Share the file either as a copy or as a reference. Your admin has determined which type of sharing is used at your organization.
When sharing, you do one of the following:
– Share a copy of the external file stored in Salesforce. If files are shared with a Chatter group, all group members can access
the files, even if they lack access to the external system. Salesforce Files doesn’t reflect any revisions to the file in external
systems.
– Share a reference to the external file stored outside Salesforce. Only users with access to the external system can download
files. (Users must enter credentials for the system in the Authentication Settings for External Systems section of personal
setup). Salesforce Files doesn’t reflect any revisions to the file in external systems, but the reference does point to the latest
version of the file in those systems.
Note: To download files referenced from an external system, users must enter credentials for the system in the Authentication
Settings for External Systems section of personal setup.
When a user selects an external file from the file selector, a file reference or copy is created in Salesforce. If a file reference already
exists, it is reused.
Share Files in the Feed
If you want to include external files in a specific Chatter conversation, use the feed. All files shared in the feed are either copies or
references, as determined by your administrator.
In Salesforce Classic
1. While authoring a post, click File above the feed, and then click Select a file from Salesforce.
2. In the left column, click the external source, such as SharePoint.
3. Next to the file you want to share, click Attach.
4. In the body of your post, @mention the groups or people you want to share with.
In Lightning Experience
1. While authoring a post, click the paperclip icon below the post to open the Select File window.
2. From the left column, click the external source, such as SharePoint or Google Drive.
3. Select the file you want to share and click Add.
4. In the body of your post, @mention groups or people that you want to share with.
189
Collaborate with Everyone
Create, Share, and Organize Files
When you paste a link to an external document into a Chatter post, it’s converted into a Files Connect file reference. Under the body of
your post, the file title and icon appear. Click the icon to open the file preview right from your feed. A file reference is created for the first
link in each post. File references are not created for links in comments.
SEE ALSO:
Share Files with People in Salesforce Classic
Share Files with Groups
Share Files with Libraries in Salesforce Classic
190
Collaborate with Everyone
Create, Share, and Organize Files
Search for Files Connect External Files
Search an external data source like Google Drive, Box, or SharePoint right within Salesforce.
EDITIONS
Search in a Specific External Data Source
Available in: both Salesforce
Classic and Lightning
Experience
In Salesforce Classic
1. From the left column of Files home or your Chatter feed, click the data source name.
2. In the search box, enter terms such as document title or author. (The specific information you
can search for depends on the configuration of the external data source.)
Note: You can also search external data sources from the file selector when attaching a file
to a Chatter post. In Salesforce Classic, click File above the feed, and then select a file from
Salesforce. In Lightning Experience, click the paperclip icon below the post to open the Select
File window.
Files Connect for
cloud-based external data
sources is available in:
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To access cloud-based data
sources like SharePoint
Online:
• Files Connect Cloud
Search Globally for Salesforce and External Data
If your administrator enables global search for an external data source, you can conveniently search its contents along with your Salesforce
data.
In Salesforce Classic
1. In the global search box at the top of the Salesforce window, enter your search terms.
2. To filter the results down to a specific external data source, click its name in the left column (for example, “SharePoint Online”).
Tip: If you often want to see content from a specific external data source, pin it to the top of global search results: In the left
column, hover over the data source name, and click the pin icon. (If you don’t see the data source listed, click Search All.)
In Lightning Experience
1. From Files home, enter a search term into the global search box in the header.
2. You can filter your search results to return only Files by selecting “in Files” after entering your search in the global search box, or by
doing a global search and then selecting Files from the global search results.
Document Libraries
Store files without attaching them to records.
191
Collaborate with Everyone
Create, Share, and Organize Files
IN THIS SECTION:
Document Library Overview
Each document that is stored in the document library resides in a folder. The folder’s attributes determine the accessibility of the
folder and the documents within it.
Documents Home
View Document Lists
Upload and Replace Items on the Documents Tab
You can store documents and images on the Documents tab without attaching them to records. You can then use these items in
your Salesforce org, such as when creating an email template.
Search for Documents
Delete Documents
Moving Documents to Salesforce Files
As you make the move to Lightning Experience, you may have questions about the files you have stored in the Documents tab in
Salesforce Classic.
Document Library Overview
Each document that is stored in the document library resides in a folder. The folder’s attributes
determine the accessibility of the folder and the documents within it.
EDITIONS
Document libraries store documents that aren’t attached to records. Access your library documents
via the Documents tab. If your Documents tab is not visible, customize your display to show it.
Available in: Salesforce
Classic
Note: The Documents tab is not part of Salesforce CRM Content.
Available in: All Editions
except Database.com
SEE ALSO:
Differences Between Files, Salesforce CRM Content, Salesforce Knowledge, Documents, and Attachments
Documents Home
Clicking on the Documents tab displays the documents home page.
Note: If the Documents tab is not visible, you can customize your display to show it.
EDITIONS
• Under Find a Document, enter keywords to search for a document.
Available in: Salesforce
Classic
• In the Document Folders section, select a folder to view all the documents contained in that
folder.
Available in: All Editions
except Database.com
• The Recent Documents section displays the last ten or twenty-five documents you viewed,
with the most recently-viewed document listed first. This list is derived from your recent items
and includes records owned by you and other users. Toggle the Show 25 items and Show 10
items links to change the number of items that display.
USER PERMISSIONS
• In the Recent Documents section, click New to upload a new document.
To view Documents tab:
• Read on documents
To view documents:
• Read on documents
To upload new documents:
• Create on documents
192
Collaborate with Everyone
Create, Share, and Organize Files
Note: The Documents tab is not part of Salesforce CRM Content.
SEE ALSO:
Upload and Replace Items on the Documents Tab
View Document Lists
View Document Lists
The documents list page displays a list of documents in a selected folder. From this page, you can
view detailed document information or manipulate the document.
EDITIONS
• Click the document name to view the document properties.
Available in: Salesforce
Classic
• Click Edit next to a document to edit the document properties.
• Click Del to move the document to the Recycle Bin.
• Click View to open the file in its associated application. If a file type is not recognized or the
application is not loaded on your machine, Salesforce displays a standard download dialog
prompting you to choose a save option.
• Choose a folder to view a list of documents stored in that folder.
• Click any column heading to sort the documents in ascending or descending order by the
information in that column.
• At the top of the list, click a letter to display the contents of the sorted column that begin with
that character.
• Click Next Page or Previous Page to go to the next or previous set of documents.
• At the bottom of the document list, select fewer or more to view a shorter or longer display
list.
• Click Printable View to display the current list view in a format that is ready for printing.
Note: If you can't find a document, you may not have access to the folder that contains it.
SEE ALSO:
Change Document Authors
193
Available in: All Editions
except Database.com
USER PERMISSIONS
To view documents:
• Read on documents
To change document
properties:
• Edit on documents
To replace documents:
• Edit on documents
To delete documents:
• Delete on documents
Collaborate with Everyone
Create, Share, and Organize Files
Upload and Replace Items on the Documents Tab
You can store documents and images on the Documents tab without attaching them to records.
You can then use these items in your Salesforce org, such as when creating an email template.
EDITIONS
Available in: Salesforce
Classic
Upload a New Document
1. On the Documents tab, click New Document, or on the documents home page, clickNew
next to Recent Documents. If you do not have a New Document option, check if you have the
correct permissions.
2. On the Upload New Document page, specify a descriptive document name. If you want to use
the file name, leave this field blank. The file name appears when you upload the file.
3. If you have the “Customize Application” permission, enter a unique name to be used by the
API and managed packages.
Available in all editions
USER PERMISSIONS
To upload new documents:
• Create on documents
To replace documents:
• Edit on documents
4. Select one of the following.
• Indicate Document is Internal: When checked, a flag is added to the
document indicating that document viewers should not share the file outside of the organization.
Note: Checking this box does not expressly enforce any security rules.
• Externally Available Image if the document is an image, such as a logo, that's not confidential. Check this box to:
– Make the image available from HTML email templates without requiring a Salesforce username and password
– Use the image as a custom tab icon or custom app logo, which do require a Salesforce username and password to view
– Display the image as a custom logo in meeting requests
The Indicate Document is Internal and Externally Available Image checkboxes are mutually exclusive;
you cannot select both.
5. Select a folder for the document.
6. Enter a description to use later as search criteria.
7. Enter keywords that you can use later as search criteria.
8. Select a document or path option.
• To upload a document, click Browse, choose the file, and click Open.
• To store a link to the document, enter the location of the document. Enter a path and file name or a URL such as:
C:\Quotes\quote.doc, \\Server\Departments\Marketing\logo.doc, or
http://www.salesforce.com.
9. Click Save.
Note: To refer to this document using its URL, right-click the image and copy its URL address. When you use the URL, you reference
the copy of the image on the Salesforce server.
Replace a Document
1. Display the document you want to replace. For instructions on locating a document in the document library, see Search for Documents.
2. Click Replace Document.
3. Select a document or path option.
194
Collaborate with Everyone
Create, Share, and Organize Files
• To upload a replacement, click Browse, choose the file, and click Open.
• To store a link to the replacement, enter the location of the replacement. Enter a path and file name or a URL such as:
C:\Quotes\quote.doc, \\Server\Departments\Marketing\logo.doc, or
http://www.salesforce.com.
4. Click Replace Document.
Tips for Uploading or Replacing Documents
• Documents stored as links cannot be attached to emails, but they save space in your document library.
• If your administrator enables document content search, Salesforce also performs a full-text search of the document. When a new
document is uploaded or an old one is replaced, its contents are available for searches.
• Salesforce stores the most recent upload date as the modified date.
• You can upload documents that have file names of up to 255 characters including the extension.
• The size limit for any document you upload is 5 MB. The maximum size for a custom-app logo is 20 KB.
• Your organization’s used file storage includes all files stored in the document library.
• If the Don't allow HTML uploads as attachments or document records security setting is enabled for
your organization, you cannot upload files with the following file extensions: .htm, .html, .htt, .htx, .mhtm, .mhtml,
.shtm, .shtml, .acgi, .svg.
SEE ALSO:
Display and Edit Document Properties
Search for Documents
To find specific documents, use the Find Document button on the documents home page.
EDITIONS
1. Click the Documents tab.
2. Enter your search terms. Salesforce searches the following fields:
• Document Name
Available in: Salesforce
Classic
Available in: All Editions
except Database.com
• Keywords
• Description
USER PERMISSIONS
3. Click Find Document.
The search returns a list of documents that match all your search terms. The search results are
listed in order of the closest matches. The Keywords and Document Name fields are
used to determine the closest matches. The fields you see are predefined and cannot be changed.
To view documents:
• Read on documents
Tip: Use quotation marks around a phrase to search for the words in that sequence. For
example, a search for “my logos” returns documents whose fields or content contains that
exact phrase, as well as my and logos. Without quotation marks, your search returns any
document whose fields or content includes any of the words in the search. For example,
my logos returns documents whose fields or content contains my and logos.
4. Select any document to jump directly to the detail page for that document, or click View to open the document in a new window.
If your administrator enables document content search, Salesforce also performs a full-text search of the document. When a new
document is uploaded or an old one is replaced, its contents are available for searches.
195
Collaborate with Everyone
Create, Share, and Organize Files
Note: Salesforce automatically determines if the contents of a document can be searched. If the Document Content
Searchable property is checked on a document, then its contents have been processed successfully and can be searched. If
your document is large, it may take several minutes before Salesforce searches the contents of a document and marks the
Document Content Searchable property.
You can also find documents using global search.
1. Enter your search terms in the header search box.
2. Select Search Options... from the drop-down and select Documents to narrow your search results.
3. Click Search.
The following file types are supported for a document content search.
Note: The contents of documents that exceed the maximum sizes are not searched; however, the document fields are still
searched. Only the first 1,000,000 characters of text are searched. Text beyond this limit is not included in the search.
File Type
File Extensions
Maximum Size
HTML (only the text within a <body> tag) .htm, .html, .xhtml
5 MB
PDF
.pdf
25 MB
PPT
.pot, .pps, .ppt
25 MB
RTF
.rtf
5 MB
Text
.c, .cpp, .css.csv, .ini, .java, 5 MB
.log, .sql, .txt
Word
.doc, .dot
25 MB
XLS
.xls, .xlt
5 MB, or a maximum cell limit of 100,000
cells
XML
.xml
5 MB
In some instances documents are not searched. These include:
• If a file extension is changed to a different format, it is not searched, even if both extensions are valid. For example, a .txt file that
is renamed to .rtf is not searched.
• PDF and Word documents may have security restrictions that prevent them from being searched. To ensure that the content is
searchable, the “content extraction” property on your file must be set to “Enabled” when creating your document.
SEE ALSO:
Search for Content
Search for Files
196
Collaborate with Everyone
Create, Share, and Organize Files
Delete Documents
To delete a document, click Del next to the document on the documents list page. Alternatively,
click Delete on the documents detail page.
EDITIONS
When you delete a document, Salesforce stores it in the Recycle Bin. You can restore the document
to your document library within that time by clicking Undelete from the Recycle Bin.
Available in: Salesforce
Classic
Note:
• You can delete any document in your personal folder but you can only delete a document
in a public folder if you have the “Manage Public Documents” permission.
• If you delete a document that's included in a letterhead or HTML email template, any
emails using the letterhead or template display a broken link in its place. You can fix the
broken link by removing the document from the Recycle Bin.
• You can't delete a document that's being used as a custom logo in meeting requests. To
delete it, you must either select another document to use as a logo or uncheck the option
to display a custom logo in meeting requests.
Available in: All Editions
except Database.com
USER PERMISSIONS
To delete documents:
• Delete on documents
To restore documents:
• Delete on documents
SEE ALSO:
Document Properties
Moving Documents to Salesforce Files
As you make the move to Lightning Experience, you may have questions about the files you have
stored in the Documents tab in Salesforce Classic.
Can I see the files in the Documents tab in Salesforce Classic in Lightning
Experience?
The Documents tab isn’t available in Lightning Experience, but your document files aren’t going
away. In fact, some features continue to rely on files in your Documents tab, like email templates.
Don’t delete these documents, but do take this opportunity to add your working files and images
as Salesforce Files so they’re usable in Lightning Experience.
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions
except Database.com
How will I work with my documents in Lightning Experience?
Lightning Experience uses Salesforce Files to manage and collaborate on files. Salesforce Files unifies various content types to streamline
and improve your experience: they can be stored privately, shared to libraries and groups, and updated with version history.
How do I move files from the Documents tab into Lightning Experience?
While there isn’t a one-click solution, you do have some options once you identify the files in the Documents tab that you want to use
in Lightning Experience and your communities.
1. Export documents in the weekly export, and then upload the documents into Salesforce Files
2. Use a third-party data export tool from the AppExchange, like FileExporter from Salesforce Labs
3. Use an API-based tool (The Chatter REST API supports uploading asset files.)
Salesforce Files are the best way to save, organize, and share files in Salesforce. Salesforce Files continue to see improvements, so move
your documents to Salesforce Files now and start taking advantage of them.
197
Collaborate with Everyone
Create, Share, and Organize Files
Properties
Display and Edit Document Properties
USER PERMISSIONS
EDITIONS
To view documents:
Read on documents
To update properties:
Edit on documents
To replace documents:
Edit on documents
To move documents:
Edit on documents
To delete documents:
Delete on documents
Available in: Salesforce
Classic
Available in: All Editions
except Database.com
Displaying Documents - Once you have located a document on the documents home or list pages, click the document name to display
detailed information.
Editing Document Properties - To update document properties, click Edit.
Deleting Documents - To delete a document, click Delete.
Updating Documents - To replace a document with an updated version, click Replace Document.
Emailing Documents - To email a document to a contact, click Email Document, fill in the details of the email, and click Send. The
document is sent as an attachment to the email and is logged in the Activity History for the contact. Documents that reference URLs
rather than physical files cannot be emailed. For a document that is an image embedded in an HTML email template, such as a logo in
a letterhead, make sure the document is marked as Externally Available on the Documents tab so that a user who does not
have a Salesforce username and password can view the image when it is received in an email.
Searching a Document - To search for a document, enter search terms and click Find Document. A list of documents that match your
search terms displays. You can search for terms using the following fields:
• Document Name
• Keywords
• Description
If Document Content Searchable is checked, the content of a document can also be searched.
Viewing Folder Contents - To view all the documents in a folder, click the folder name.
Moving Documents - To store a document in a different folder, click Edit, choose a new folder, and click Save.
SEE ALSO:
Change Document Authors
198
Collaborate with Everyone
Create, Share, and Organize Files
Document Properties
Below is a description of the properties in alphabetical order that are stored for each document in
the document library.
EDITIONS
Available in: Salesforce
Classic
Field
Description
Author
The main point of contact for a document.
Initially, the person uploading the document is
the author. Thereafter, the author can be any
selected user.
Created By
The name of the person who originally uploaded
the file.
Modified By
The name of the person who last uploaded the
file.
Folder
The name of the folder that contains the
document.
Document Content Searchable
A checkbox that indicates if the content within
a document can be searched via the Find
Document button on the Documents tab. This
checkbox is automatically set by Salesforce.
Document Name
The name of the document including its file
extension.
Document Unique Name
A unique name used to refer to the document
when using the Force.com API. In managed
packages, this name prevents naming conflicts
on package installations. This name can contain
only underscores and alphanumeric characters,
and must be unique in your org. It must begin
with a letter, not include spaces, not end with
an underscore, and not contain two consecutive
underscores. With this field, a developer can
change certain components' names or titles in
a managed package and the changes are
reflected in a subscriber's organization.
Description
A statement distinguishing this document from
others.
Indicate Document is Internal
A checkbox that adds a flag to the document
indicating that document viewers should not
share the file outside of the organization.
Checking this box does not expressly enforce
any security rules.
The Indicate Document is
Internal and Externally
199
Available in: All Editions
except Database.com
Collaborate with Everyone
Field
Create, Share, and Organize Files
Description
Available Image checkboxes are mutually exclusive; you
cannot select both.
Externally Available Image
A checkbox that indicates if the document is an image available
for HTML email templates, such as a logo in a letterhead, and does
not require a Salesforce username and password to view in an
email.
This checkbox indicates if the document is an image used as a
custom app logo or custom tab icon, which require a Salesforce
username and password to view.
The Indicate Document is Internal and
Externally Available Image checkboxes are mutually
exclusive; you cannot select both.
Keywords
An open text field containing one or more words that describe the
document. The program checks for matches in this field when
doing a search.
Path
Stored in place of Document Name if you prefer to create a
link to the document instead of uploading it.
Size
The size of the document in bytes.
Type
The file type is determined by the file extension. For example,
filename.ppt is recognized as a PowerPoint file. If the Don't
allow HTML uploads as attachments or
document records security setting is enabled for your
organization, you cannot upload files with the following file
extensions: .htm, .html, .htt, .htx, .mhtm, .mhtml,
.shtm, .shtml, .acgi, .svg.
SEE ALSO:
Change Document Authors
200
Collaborate with Everyone
Create, Share, and Organize Files
Change Document Authors
Since documents are stored in folders that control user access, documents do not have owners like
other types of records, but they do have authors. The author represents the user that originally
uploaded the document file.
To change the author of a document:
1. View the document you want to modify.
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions
except Database.com
2. Click Change next to the Author field.
The Change link displays only on the detail page, not the edit page. If you do not see the
Change link, you may not have sufficient privileges to change a document author.
3. Enter a new author name. Alternatively, click the lookup icon to choose from a list of users.
4. Check the Send Notification Email box if you would like to alert the new author
of this change.
USER PERMISSIONS
To change documents:
• Edit on documents
Note: When you change document authorship, Salesforce does not change the document’s visibility.
SEE ALSO:
Display and Edit Document Properties
Salesforce CRM Content
Organize, share, search, and manage all types of files within your organization.
EDITIONS
IN THIS SECTION:
Available in: Salesforce
Classic
Salesforce CRM Content Overview
Organize, share, search, and manage content within your organization and across key areas of
Salesforce with Salesforce CRM Content. Content includes all file types, from traditional business
documents such as Microsoft® PowerPoint presentations to audio files, video files, Web pages,
and Google® docs.
View and Edit Libraries
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Manage Libraries
Salesforce CRM Content Overview
Organize, share, search, and manage content within your organization and across key areas of
Salesforce with Salesforce CRM Content. Content includes all file types, from traditional business
documents such as Microsoft® PowerPoint presentations to audio files, video files, Web pages, and
Google® docs.
To learn the different ways files are used in Salesforce, see Differences Between Files, Salesforce
CRM Content, Salesforce Knowledge, Documents, and Attachments.
Salesforce CRM Content simplifies content management by incorporating user-friendly features
into the following tasks:
201
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Collaborate with Everyone
Create, Share, and Organize Files
Organizing
Rather than keep files in folders that make content difficult to find, Salesforce CRM Content stores files in fully searchable file repositories
known as libraries. Administrators can create multiple libraries based on any classification, such as department name, job function,
or team, then configure user permissions within the library to balance content access with security. Authors assign descriptive labels
called tags to help classify and organize content across libraries. You can view a list of all content that belongs to a particular tag or
filter search results based on a tag or tags. Salesforce CRM Content also provides private libraries, which allow users to reduce the
clutter on their desktops while using content-management benefits such as document search and version control.
Searching
The powerful Salesforce CRM Content search engine scans the entire body of the document as well as content properties such as
the title, description, tags, categorization data, and author name. You can filter searches by featured content, file format, author,
tags, libraries, or custom fields and then view the results with various levels of detail, providing an easy way to find relevant content
quickly. If Chatter is enabled for your organization, you can also filter your search results by Chatter files. The “smart bar” graphic for
downloads, comments, ratings, and subscribers allows you to compare documents within a search result set.
Subscribing
Once a file is located, subscribing to it ensures that you receive an email notification when new versions are published or changes
are made to the file's properties. You can also subscribe to authors, tags, and libraries, thus reducing the time spent searching for
new or updated content. Notification emails will arrive real-time or once daily, depending on your preferences.
Previewing
In Salesforce CRM Content you do not need to download a large document to determine if its content is relevant to you. The content
details page provides document details at a glance, including document title, author, description, tags, libraries, comments, votes,
versions, subscribers, and downloads. If the document is a Microsoft PowerPoint, Word, Excel, or Adobe® PDF file, you can preview
the entire file in your browser without downloading it. Some aspects of files may not be displayed in previews. Copy-protected PDFs
can't be previewed.
Contributing
Uploading new or revised files in Salesforce CRM Content is fast and easy. During the upload process you choose a library and record
type for your file or Web link, write a description, assign one or more tags, and fill out any customized fields that help categorize and
define your content. Version management does not require checking files in and out, rather, you simply upload a new version of the
file and Salesforce CRM Content maintains a version list accessible from the content details page. You can download past versions
of a file and read all reason-for-change comments that an author may have included with a new version.
Reviewing Usage and Providing Feedback
Salesforce CRM Content provides several methods for determining whether content is valuable to readers. Featuring a piece of
content increases its visibility in search results. Voting thumbs up or thumbs down on a file, Web link, or Google doc and adding
comments allow you to participate directly in content improvement. You can also see who has subscribed to a file, link, or doc and
how many times files have been downloaded. The Reports tab allows you to create standard or custom reports on Salesforce CRM
Content data. If the content delivery feature is enabled, you can send content to colleagues, leads, and contacts and then track how
often the content has been previewed or downloaded.
Sharing Content in Salesforce
Salesforce CRM Content is also integrated with leads, accounts, contacts, opportunities, cases, products, and custom objects. If
Salesforce CRM Content functionality is enabled on the Opportunity tab, for example, Salesforce CRM Content uses the fields on the
opportunity detail page to search for files that may be relevant to that opportunity. You can drill down in the search results as needed
or run your own search and then attach one or more files to the opportunity. The most current version of the file will be available
on the detail page for the life of the opportunity.
202
Collaborate with Everyone
Create, Share, and Organize Files
Sharing Content in Salesforce Mobile Classic
Salesforce CRM Content is available in Salesforce Mobile Classic. Users can share content with customers and colleagues from the
mobile application when they're away from their desks. Ask your administrator to set up mobile Content.
SEE ALSO:
Differences Between Files, Salesforce CRM Content, Salesforce Knowledge, Documents, and Attachments
Contribute Content
Publish Files to Libraries
Publish files to libraries by uploading them from your computer, contributing them from your
private library to a shared library, or sharing them from Chatter.
EDITIONS
1. On the Libraries tab, do one of the following:
Available in: Salesforce
Classic
• To upload a file, click Contribute and choose a file from your local drive.
• To publish files from your private library, click the My Private Files tab, select one or multiple
files, and click Publish Selected.
Or, to share files from Chatter with a library, see Share Files with Libraries on page 167 (and skip
the rest of these steps).
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
2. Enter a title for each file. Optionally, enter descriptions.
3. If you are adding a new file that you just uploaded, choose either Save in my private library
or Publish to a shared library. If you choose the second option, select a library. This becomes
the managing (home) library, meaning that the content can be shared with another library but
only revised by a user with author permissions in the managing library.
4. Optionally, choose a language. The Language drop-down list is displayed if multi-language
support is enabled. If you do not choose a language, Salesforce associates your content with
your personal language setting. If users restrict their content searches to a particular language,
only content associated with that language is displayed in the search result set.
5. To publish the content on behalf of another author, choose that author from the drop-down
list.
6. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:
USER PERMISSIONS
To upload and publish files
to a public library:
• Manage Libraries
checked in your library
permission definition
OR
Add Content
checked in your library
permission definition
To upload and save files to
a private library:
• None
• If the library does not have a tagging rule or if your administrator assigned the open tagging
rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content
autosuggests tags based on your My Recent Tags list and the Popular Tags section on the
Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to
add it to the Tags field automatically.
• If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click
a suggested tag to add it to the Tags field automatically.
• If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a
tag it turns green.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters.
The case of the original tag is always used.
203
Collaborate with Everyone
Create, Share, and Organize Files
7. If multiple record types are available, choose one from the drop-down list. The record type determines which custom fields appear
for you to categorize and define your content.
8. After completing the custom fields, click Publish or Save.
Note:
• Unique values in custom fields that are set for the first version of a file aren't included if you upload a new version. You can set
the unique values in the new version as long as they aren't the same as a previous version.
• Files published to a shared library are added to your Files tab and available to other Chatter users in your organization. Files
published to your private library are added to your Files tab, but are private and not shared with anyone. For information about
the different file tools and solutions in Salesforce, see Differences Between Files, Salesforce CRM Content, Salesforce Knowledge,
Documents, and Attachments.
• Contact Manager, Group, Professional, Enterprise, Unlimited, and Performance Edition customers can publish a maximum of
200,000 new versions per 24–hour period. Developer Edition and trial users can publish a maximum of 2,500 new versions
per 24–hour period.
SEE ALSO:
Update Content Versions
Create and Modify Content Packs in Salesforce CRM Content
Upload and Publish Content
Add files to libraries to take advantage of the permission setting and content delivery capabilities
of Salesforce CRM Content.
EDITIONS
The Libraries tab has several publishing-related options at the top of the page that let you upload,
classify, and publish files, content packs, Web links, and Google docs in Salesforce CRM Content.
Available in: Salesforce
Classic
Note: The Add Google Doc button on the Libraries tab is available only if your Salesforce
admin has enabled the Add Google Doc to Salesforce service.
To publish files, Web links, and Google docs in Salesforce CRM Content, or to create content packs,
refer to the following topics:
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• Publish Files to Libraries
• Contribute Web Links to Salesforce CRM Content
USER PERMISSIONS
• Create and Modify Content Packs in Salesforce CRM Content
To upload and publish files
and Web links:
• Manage Libraries
checked in your library
permission definition
SEE ALSO:
Update Content Versions
Creating Content Deliveries
OR
Add Content
checked in your library
permission definition
To publish Google docs:
• Google Apps account
204
Collaborate with Everyone
Create, Share, and Organize Files
Salesforce CRM Content File Size Limits
The following are maximum file size limits for files in Salesforce CRM Content:
EDITIONS
• 2 GB
• 2 GB (including headers) when uploaded via Chatter REST API
• 2 GB (including headers) when uploaded via REST API
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• 38 MB when uploaded via SOAP API
• 10 MB when uploaded via BULK API
• 10 MB for Google Docs
• 10 MB when uploaded via Visualforce
SEE ALSO:
File Size Limits in Salesforce
Contribute Web Links to Salesforce CRM Content
To classify and publish a Web link in Salesforce CRM Content:
EDITIONS
1. Click the Libraries tab.
2. To add a new link, click Contribute > Do you want to link to a website instead?, then enter
the URL, and click Contribute. To publish a link that is already in your private library, click the
My Private Files tab, locate the link, and click Publish.
3. Assign a title and description to your Web link.
4. Choose a library. This becomes the managing (home) library, meaning that the Web link can
be shared with another library but its content details page can only be edited by a user with
relevant permissions in the managing library. If you do not want the link to be visible to other
users in your organization, choose Save in my private library.
5. Optionally, choose a language. The Language drop-down list is displayed if multi-language
support is enabled. If you do not choose a language, Salesforce associates your content with
your personal language setting. If users restrict their content searches to a particular language,
only content associated with that language is displayed in the search result set.
6. To publish the content on behalf of another author, choose that author from the drop-down
list.
7. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:
• If the library does not have a tagging rule or if your administrator assigned the open tagging
rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content
autosuggests tags based on your My Recent Tags list and the Popular Tags section on the
Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags you
have used most recently. Click a tag to add it to the Tags field automatically.
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To publish Web links in
Salesforce CRM Content:
• Manage Libraries
checked in your library
permission definition
OR
Add Content
checked in your library
permission definition
• If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click
a suggested tag to add it to the Tags field automatically.
• If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a
tag it turns green.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
205
Collaborate with Everyone
Create, Share, and Organize Files
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters.
The case of the original tag is always used.
8. If multiple record types are available, choose one from the drop-down list. The record type determines which custom fields appear
for you to categorize and define your content.
9. After completing the custom fields, click Publish or Save.
SEE ALSO:
Manage Libraries
Update Content Versions
Clicking a file name on any Salesforce CRM Content tab opens the content details page.
EDITIONS
Publishing a New Version
Available in: Salesforce
Classic
To publish a new version of the file and update its properties:
1. Click Edit > Upload New Version. This option does not appear for Web links, content packs,
or Google docs.
To add or remove files from a content pack, see Create and Modify Content Packs in Salesforce
CRM Content.
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
2. Click Browse to find and select the updated file.
USER PERMISSIONS
3. As needed, update the Title and Description fields.
4. Fill out the Reason for change field. This text is included on the email notifications sent
to subscribers and the version list located on the content details page.
5. To publish the content on behalf of another author, choose that author from the drop-down
list.
To add a new version:
• Add Content
checked in your library
permission definition
6. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:
• If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the
Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular
Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most
recently. Click a tag to add it to the Tags field automatically.
• If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click
a suggested tag to add it to the Tags field automatically.
• If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a
tag it turns green.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters.
The case of the original tag is always used.
7. Update any custom fields as needed.
8. Click Publish.
206
Collaborate with Everyone
Create, Share, and Organize Files
Notes on Content Versions
Consider the following information when creating or modifying a new version:
• You cannot edit a file within Salesforce CRM Content. To edit a file, download it from Salesforce CRM Content to your computer,
make your changes, then upload the updated version using the Upload New Version button.
• The Versions subtab on the content details page lists all content versions. The Recent Activity list on the Libraries tab also notifies
users of new content versions.
• Contact Manager, Group, Professional, Enterprise, Unlimited, and Performance Edition customers can publish a maximum of 200,000
new versions per 24–hour period. Developer Edition and trial users can publish a maximum of 2,500 new versions per 24–hour
period.
SEE ALSO:
Upload and Publish Content
Delete, Archive, and Restore Content
There are two methods for removing content from libraries: archiving and deleting.
EDITIONS
Archiving lets you continue to store files in Salesforce without them being in a library or exposed
in search results. Deleting files moves them to the Recycle Bin, where files remain for 15 days
before being permanently, automatically deleted. Within 15 days of deleting a file, you can restore
it from the Recycle Bin. You can also restore archived files.
Before you delete or archive content, it's important to know what's similar and different about these
two methods:
Effects of Archiving or Deleting Content
Archived
Content
Deleted
Content
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
Counts towards file storage limits (storage size as well as
number of documents)
To archive and restore any
content in the library:
• Archive Content
checked in your library
permission definition
Removed from libraries
New versions can no longer be uploaded
Content can no longer be downloaded (until restored)
To archive and restore
content that you published:
• Add Content
checked in your library
permission definition
Content no longer appears in search results
Content can be restored
Automatically removed from subscription lists (without
notifying subscribers)
To delete content:
• Delete Content
checked in your library
permission definition
Permanently deleted by emptying recycle bin
To archive or delete content files:
1. On the Libraries, Content, or Subscriptions tab, click the name of the file you want to remove.
2. On the Content Details page, click Edit > Archive Content or Edit > Delete Content.
To delete files in content packs:
207
Collaborate with Everyone
Create, Share, and Organize Files
• By default, you must first delete the content pack, and then delete the file.
• If your admin has enabled the Salesforce CRM Content setting that allows files to be deleted from content packs, you can delete a
file without having to first remove it from a content pack. This removes all versions of that file from all content packs, including
content packs you don’t have access to, like those in Private Libraries.
To restore archived content files:
1. Do one of the following to open the Content Details page for an archived file:
• Follow a bookmark to the archived content.
• On the Libraries tab, click a library name to open the Library Detailspage. Click the View Archived Content link to see a list
of archived content on the Content tab. Click the name of the content file you want to restore.
Note: The View Archived Content link only displays if you have the Archive Content, Add Content, or
Manage Libraries privileges in your library permission. If you have the Archive Content or Manage
Libraries privileges, you will see a list of all archived content in the library, regardless of author. If you do not have
those privileges but have the Add Content privilege, you will only see archived content that you authored and archived.
2. On the Content Details page, click Edit > Restore Content.
To restore deleted content:
1. On either the Libraries or Subscriptions tab, or on the Content Details page, go to the Recycle Bin.
2. Select the checkbox for the content file you want to restore, and click Undelete.
Note:
• Authors can always archive and restore their own content. Authors do not require the Archive Content library permission
option.
• If a file is in Salesforce CRM Content and also posted in Chatter, archiving it doesn't remove the Chatter post.
• Deleting a Chatter file from the content details page deletes the file from Salesforce CRM Content and from Chatter.
SEE ALSO:
Delete a File from the File Detail Page
208
Collaborate with Everyone
Create, Share, and Organize Files
Create and Modify Content Packs in Salesforce CRM Content
A content pack is a collection of related documents or files that are stored as a group in Salesforce
CRM Content. For example, you may want to create a content pack with a product list, price quote,
and contract to send to a particular customer. Any file in Salesforce CRM Content can be added to
a content pack, from traditional business documents such as Microsoft® PowerPoint presentations
and Adobe® PDF files, to audio files, video files, and Google docs. Using email or instant messaging,
you can distribute the content pack to colleagues in your organization or leads and contacts outside
your organization. The recipient of a content delivery can click a single URL to open a preview player
with which he or she can preview and download the content. You can then view tracking information
to see how often the content pack was viewed and which documents were downloaded. .
Note: Content packs support all files types; however, the preview player launched by the
content-delivery URL displays only PowerPoint, Word, Excel, and PDF files. The preview player
does not display copy-protected PDFs. Also, working with content packs requires Adobe
Flash® Player, version 9.0.11.5 or higher. If you do not have Flash installed, Salesforce provides
a link to Adobe's website where you can download Flash for free.
To work with content packs:
1. Depending on whether you want to create, customize, or modify a content pack, use one of
the following options:
Note: The following options are available only if Enable content pack
creation is selected on the Salesforce CRM Content page in Setup . If content pack
creation is disabled after packs have been created, Salesforce doesn’t delete the packs,
but they can’t be customized or modified.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To create or modify content
packs in Salesforce CRM
Content:
• Manage Libraries
checked in your library
permission definition
OR
Add Content
checked in your library
permission definition
• To create a new content pack, click the Libraries tab and then choose Create New >
Content Pack.
• To create a new content pack by copying an existing pack and adding, removing, or reordering files, open the content details
page for the pack and click Clone & Customize.
• To update a content pack and publish a new version, open the content details page for the pack and click Edit > Edit Content
Pack.
2. Click Search files to display all the content in your libraries. To refine your results, select a specific library to search or enter a search
term in the text box.
In addition to files and documents, search results also list content packs.
3. Drag the desired content from the search results into the assembly section in the lower half of the window. The following options
help you assemble your content pack:
• In the search results, click a document to preview it in the lower half of the window. Choose Add to Content Pack or Hide
preview as needed.
• In the search results, hover over a document and click the folder icon (
• In the search results, hover over a content pack and click the folder icon (
) to view the content packs that use the document.
) to view all the documents in the pack.
• In the assembly section, hover over a document and click the garbage can icon (
you are assembling.
) to remove that document from the pack
• Click Clear at any time to revert your changes; click Cancel to return to the Libraries tab.
Note: The maximum number of files that can be included in a content pack is 50.
209
Collaborate with Everyone
Create, Share, and Organize Files
4. When you are done assembling or modifying your content pack, click Save and assign or change the content pack's name.
5. In the Save or Publish Content dialog:
a. Select a library. If you do not want the content pack to be visible to other users in your organization, for example if your work is
still in progress, choose Save in my personal library.
b. Optionally, add or modify the content pack's description.
c. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not
choose a language, Salesforce associates your content with your personal language setting. If users restrict their content searches
to a particular language, only content associated with that language is displayed in the search result set.
d. If you are modifying the content pack, complete the Reason for Change field.
e. To publish the content on behalf of another author, choose that author from the drop-down list.
f. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:
• If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the
Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular
Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most
recently. Click a tag to add it to the Tags field automatically.
• If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag.
Click a suggested tag to add it to the Tags field automatically.
• If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select
a tag it turns green.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters.
The case of the original tag is always used.
g. If multiple record types are available, choose one from the drop-down list. The record type determines which custom fields
appear for you to categorize and define your content.
h. Click Publish. You can then view the content details page, return to the Libraries tab, or publish another file.
SEE ALSO:
Viewing and Editing Content Deliveries
210
Collaborate with Everyone
Create, Share, and Organize Files
Find Content
Find Salesforce CRM Content Related to Records
Quickly find content files that are related to leads, accounts, contacts, opportunities, products, cases,
or custom objects by using the related lists on those records.
EDITIONS
If your organization has Salesforce CRM Content enabled, you can take advantage of Salesforce
CRM Content functionality on detail pages for leads, accounts, contacts, opportunities, products,
cases, or custom objects. The Related Content related list allows you to search for files, content
packs, Web links, or Google docs and attach them to the record. When you attach a file, the latest
version will be available for the life of the record unless the file is removed.
Available in: Salesforce
Classic
Note: The Related Content and Content Deliveries related lists are only available on a
record if they have been added to the corresponding page layout by an administrator.
From the Related Content related list, you can:
• Click the content's title to view the content details page where you can perform several tasks,
such as commenting and voting on content, downloading files, opening Web pages and Google
docs, and subscribing to content, authors, tags, or libraries. For more information, see View and
Edit Content Details.
• Click Del next to a piece of content to remove it from the record. This does not delete the
content from the Salesforce CRM Content library.
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To access Salesforce CRM
Content:
• Salesforce CRM
Content User
checked in your
personal information
• If content deliveries are enabled in your organization, click Deliver Content to create a content
AND
delivery. A content delivery allows you to easily convert documents such as Microsoft® PowerPoint
Member of the library
and Word files into an optimized web-based version for easy online viewing. Once you create
your delivery, you can send its encrypted URL to any recipient, such as leads, customers, partners,
and colleagues, and then track how often the content is viewed or downloaded. Content
deliveries are available in Salesforce Classic only. However, Lightning Email generates delivery-based links as email attachments for
Lightning Experience users who have access to the Content Deliveries feature. For more information, see Creating Content Deliveries.
• Search for related content:
1. Click Find Content or Search All. In both cases, Salesforce CRM Content searches within the libraries that you have access to.
If you click Search All, the search results display all the content in your libraries. For the Find Content search, your search results
contain content that is relevant to the record; Salesforce CRM Content searches for content with text or attributes that match
the following fields:
– On an opportunity, the Opportunity Name, Account Name, and all competitors and products.
– On an account, the Account Name and Industry.
– On a case, the Case Reason, Subject, Account Name, and Industry.
– On a lead, the Name, Company, Industry, and Title.
Note: On a custom object, clicking Find Content returns search results that contain the full custom object name in the
document's text or attributes. If no content meets this criterion, the search results will be empty and a Search All search
should be used instead.
2. On the search results page, filter your results as needed by entering search terms or selecting filter criteria from the sidebar.
3. Click Attach for any file that you want to attach to the record.
4. Click the Back link to return to the detail page.
211
Collaborate with Everyone
Create, Share, and Organize Files
Search for Content
The Content tab displays files, content packs, Web links, and Google docs published in your Salesforce
CRM Content libraries. If Chatter is enabled, and your administrator has enabled the setting to show
Salesforce Files in Salesforce CRM Content, files posted to Chatter groups, and other files that aren't
private or privately shared, are also displayed on the Content tab. The top twenty most recently
modified items are listed by default. You can filter the list using the Filter Your Results sidebar.
To search for specific content:
1. From the Search drop-down list, restrict your search to a specific library or choose to search in
all libraries. If available, restrict your search to just Salesforce Files or just files in Chatter groups
you're a member of.
Tip: To display all the locations where the content appears, click Display Options and
select Display Locations. The locations are listed under each title.
2. Enter your search term(s) and click Go!. Salesforce CRM Content performs a full-text search of
the following document types: rich text format (RTF), UTF-8 encoded TXT, HTML, XML, Adobe®
PDF, and Microsoft® Office 97 through Microsoft Office 2007 Word, Excel, and PowerPoint files.
3. If your administrator has enabled multi-language support, you can restrict your search to a
specific language. By default, Salesforce CRM Content searches all the content in your libraries
that is published in your default user language. Searching in all languages also searches the
titles, author names, tags, file extensions, and custom fields of content in all languages.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To search Salesforce CRM
Content:
• Salesforce CRM
Content User
checked in your
personal information
AND
Member of the library
Note: Searching in all languages does not search the text or description of documents
that were published in languages other than your default user language.
4. Optionally, in the Filter Your Results sidebar, filter your search results by file format, featured content, author, tag, libraries, language,
custom field, or Chatter group (if available). The number in parentheses next to each filter type shows you how many matching files,
content packs, Web links, and Google docs are in the search results.
The Content tab provides several options:
• Click Display Options to customize your view by adding sortable columns for various content criteria (such as Size and Publication
Date), or choosing to display descriptions, tags and locations. Display Locations shows the libraries and Chatter groups where the
content appears. My Libraries: none or My Chatter Groups: none means that the file is a Salesforce file and is not part of any
libraries or Chatter groups. The “smart bar” graphic for downloads, comments, ratings, and subscribers allows you to compare files,
content packs, Google docs, and links within a search result set.
Note: Chatter groups are only included in Display Locations if Chatter is enabled, and your administrator has enabled the
setting to show files in Salesforce CRM Content.
• Select one or more files and click Download to create a zip file with your selected content. Web links and Google docs cannot be
included in zip files.
• Hover over a file icon to see a snapshot of information about the specific file, content pack, Google doc, or Web link and options
such as subscribing, voting, and downloading.
• Click the subscription icon next to the file name to toggle a subscription on or off. For more information, see View and Edit Content
Subscriptions.
• Click the file name to view the content details page. The content details page provides all the available information about a file,
content pack, Google doc, or link. For more information, see View and Edit Content Details.
Search supports several file types and has file size limits. If a file exceeds the maximum size, the text within the file isn't searched, but
the file's author name, tags, file extension, and custom fields are.
212
Collaborate with Everyone
Create, Share, and Organize Files
File Type
File Extensions
Maximum File Size for Search
HTML
.htm, .html, .xhtml
5 MB
PDF
.pdf
25 MB
PPT
.ppt, .pptx, .pptm
25 MB
RTF
.rtf
5 MB
Text
.c, .cpp, .css, .csv, .ini, .java, 5 MB
.log, .sql, .txt
Word
.doc, .docx, .docm
25 MB
XLS
.xls, .xlsx, .xlsm
5 MB
XML
.xml
5 MB
SEE ALSO:
Search for Files
View and Edit Content Details
USER PERMISSIONS
EDITIONS
To preview and download shared content:
Member of the library
To preview and download private content:
None
To upload a new version:
Add Content checked in your library
permission definition
To archive and restore content:
Archive Content checked in your library
permission definition
OR
Author of the content
To permanently delete content:
Delete Content checked in your library
permission definition
To view and edit comments:
Modify Comments checked in your library
permission definition
To delete comments:
Delete Comments checked in your library
permission definition
To tag content:
Tag Content checked in your library
permission definition
To mark content as featured:
Feature Content checked in your library
permission definition
213
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Collaborate with Everyone
Create, Share, and Organize Files
To deliver content from a shared library:
Deliver Content checked in your library permission
definition
To deliver content from a personal library:
Deliver Uploaded Files and Personal Content
checked in your library permission definition
To post content from a library to a Chatter feed:
Post Content to Chatter Feeds checked in your
library permission definition
Clicking a file name on the Libraries, Content, or Subscriptions tabs opens the content details page, which is a central access point to
preview content and gather information about a particular file, Web link, content pack, or Google doc in Salesforce CRM Content. Starting
with the Summer '10 release, if Chatter is enabled for your organization, files posted to Chatter are also listed.
The Preview tab displays if your file is one of the following types:
• Microsoft® Office 97 through Microsoft Office 2007 Word, Excel, and PowerPoint. Some Microsoft Office 2007 features don’t display
correctly in previews.
• Adobe® PDF. Copy-protected PDFs can't be previewed.
• JPG, BMP, GIF, and PNG.
The following options may be available on the Content Details page, depending on: the type of content you are viewing; your library
permissions; and whether the content is in a public or private library, or from Chatter:
• Click the thumbs up or thumbs down icon to vote for the file, Web link, content pack, or Google doc. To change your vote, click the
opposite icon. After you cast a vote, the Recent Activity list on the Libraries tab indicates whether you like or dislike the content.
• Click Deliver Content to create a content delivery. Click Deliver Content > Show Content Deliveries to view a list of deliveries
associated with the content.
• For Web links or Google docs, click the Open button to open the Web page in a separate window. For files, click the Download
button to open or save the file.
• Click Subscribe or Subscribed to toggle your subscription on or off.
• For files, click the Content Packs subtab to see which content packs include this file.
– Library administrators can click Remove from all to remove the file from all content packs that include the file.
– Click the name of the content pack that includes the file to view the details of that content pack.
• For content packs, click Clone & Customize to create a new pack by adding or removing files and slides. Salesforce CRM Content
saves or publishes your customized pack as new content, not a version of the pack you copied.
• Click Edit > Edit Content Details to modify standard and custom fields.
• Click Edit > Edit Content Pack to create a new version of a content pack by adding or removing files.
• For files, click Edit > Upload New Version to replace the file with a new version. The version option is not available for Web links,
content packs, or Google docs.
Note: If the Add New Version button is grayed out, your organization has exceeded its file storage allowance and new
content cannot be uploaded.
• Click Edit > Archive Content to remove the file, Web link, content pack, or Google doc from the library. Authors can archive and
restore their own content regardless of library permissions. If a file is in Salesforce CRM Content and also posted in Chatter, archiving
it doesn't remove the Chatter post.
• Click Edit > Delete Content to delete the file, Web link, content pack, or Google doc from Salesforce CRM Content by moving it to
the Recycle Bin. Authors can delete and undelete their own content regardless of library permissions. Deleting a Google doc removes
the doc's association with Salesforce CRM Content but does not delete the doc in Google Apps. You cannot delete a file that is
214
Collaborate with Everyone
Create, Share, and Organize Files
included in a content pack or content delivery. Deleting a Chatter file from the content details page deletes the file from Salesforce
CRM Content and from Chatter.
• Click Edit > Library Actions and choose Move to Another Library to move the content to a different managing (or “home”)
library. Choose Share to Another Library to share content into additional libraries without changing the managing library. Sharing
or linking content to other libraries enables members of those libraries to find your content. If the managing library and shared library
have different tagging rules, the most restrictive tagging rule applies. If you want to remove content from a library where the content
is shared, click Remove from Libraries. This option does not remove content from its managing library.
• Click the Comments subtab to view, add, edit, or delete comments.
• Click the Versions subtab to view a list of all file versions and the reason-for-change statements provided by the authors.
• Click the Downloads subtab to view a list of all Salesforce CRM Content users who have downloaded the file. Download data is not
available for Web links or Google docs.
• Click the Subscribers subtab to view a list of all Salesforce CRM Content users subscribed to the file, Web link, or Google doc. To
subscribe to an author, click the drop-down button next to the author's name. To subscribe to a library, click the drop-down button
next to the library name.
• Click a tag name to view all the content associated with that tag. Click the arrow next to the tag to remove the tag or to subscribe
to all content with that tag.
• To add a new tag, enter a tag name in the Add Tags field and click Save. As you type a tag, Salesforce CRM Content autosuggests
tags based on the tags in your My Recent Tags list in the Save or Publish window and the Popular Tags section on the Libraries tab.
Note: If your administrator applied a library tagging rule, you may not be able to enter new tags. If the guided tagging rule
is applied, you can click Add Tags and choose from the list of suggested tags or enter new tags. If the restricted library tagging
rule is applied, you can click Add Tags and choose from the list of suggested tags, but you cannot enter your own tags.
• Click the author's name to see a list of the author's published content. Click the arrow next to the author's name and choose Subscribe
to Author to subscribe to all content published by that author.
• Click Feature or Don't Feature to toggle the “feature” designation on or off. Featured content receives a higher priority than similar
content in search results; for example, if 100 files contain the search criteria term sales asset, any featured files with that term
will appear at the top of the search results list. Featured content is also listed on the library overview and library detail pages for quick
access.
• Click a library name to view details about the library. Click the arrow next to the library name and choose Subscribe to Library to
subscribe to all content in the library or Show Library Content to view a list of all files, content packs, Web links, and Google docs
published to the library.
215
Collaborate with Everyone
Create, Share, and Organize Files
Using the Content Related List
The Content related list on a record detail page includes links to all of the content that has been
associated with that record in Salesforce CRM Content. Click the file name to open the content
details page.
Only Salesforce CRM Content users who are members of the library where the content was published
can see the published file in the Content related list. For example, if you select the “Big Deal”
opportunity when publishing BigDealStrategy.doc into the Sales Collateral library, the
Content related list on the “Big Deal” opportunity includes a link to BigDealStrategy.doc
only for members of the Sales Collateral library. Users who are not members of that library do not
see the link.
You can use the Related Content related list to access Salesforce CRM Content from leads, accounts,
contacts, opportunities, products, cases, or custom objects. For more information, see Find Salesforce
CRM Content Related to Records on page 211.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To access Salesforce CRM
Content:
• Salesforce CRM
Content User
checked in your
personal information
SEE ALSO:
Salesforce CRM Content Overview
View and Edit Content Subscriptions
Clicking the Subscriptions tab displays the Subscriptions home page, where you can view your
Salesforce CRM Content subscriptions and toggle them off or on.
Note: To subscribe to a file, content pack, Web link, or Google doc, view its content details
page and click Subscribe. From the content details page you can also subscribe to a tag,
author, or library by using the drop-down menus next to the tag, author, or library name.
On the Subscriptions tab, click the Content, Tags, Authors, or Libraries subtabs to view your
subscriptions. Depending on your notification settings, you are notified of changes to your subscribed
content via real-time emails or a once-daily email.
Tip: To configure your notification settings, go to your personal information page, click Edit,
and select Receive Salesforce CRM Content email alerts. If you want
to receive a once-daily summary rather than real-time email alerts, also select Receive
Salesforce CRM Content emails as daily digest.
Subscriptions generate the following notifications:
• If you subscribe to a file, you are notified when a viewer adds comments to the file or when a
new version of the file is published. If you subscribe to a Web link or Google doc, you are notified
when comments are added but not when the link is changed or the doc is edited.
• If you subscribe to a content pack you are notified when a new version of the pack is published.
Unless you are subscribed to the individual files within a content pack, you are not notified
when new versions of the files are published.
• If you subscribe to a tag, you are notified of any newly published content that is associated to
the subscribed tag. To be notified that new versions of the tagged content are available, subscribe
to the content.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To subscribe to content:
• Salesforce CRM
Content User
feature license enabled
on the user detail page
OR
Portal user with View
Content in
Portals profile
permission
• If you subscribe to an author, you are notified when the author publishes new content. To be notified that new versions of an author's
content are available, subscribe to the content.
216
Collaborate with Everyone
Create, Share, and Organize Files
• If you subscribe to a library, you are notified when new content is added to the library, including existing content that has been
newly linked to your subscribed library. To be notified that new versions of the library content are available, subscribe to the content.
Note: External community or portal users who subscribe to content will not see the Download and View Details links in email
notifications.
SEE ALSO:
Update Content Versions
Follow a File
Upload a New Version of a File
View and Edit Libraries
Once you have located a Salesforce CRM Content library in the My Libraries area of the Libraries
tab home page or on a content details page, click the library name to display detailed information.
For details about the publishing options at the top of the page, see Upload and Publish Content.
From the library title area, you can click the following quick links:
• Browse to view search results showing all the content in the library.
• Edit to change the library name or description.
• Delete to delete an empty library. If you want to delete a library that contains content, you
must first move the content to another library or delete it and empty the Recycle Bin.
Note: If your Recycle Bin is empty and you are unable to delete the library, another user's
Recycle Bin may contain deleted content from the same library. A library cannot be deleted
until all its content is permanently deleted or moved to another library.
• Edit Members to add or remove library members or change their library permission.
• Tagging Rules to change the tagging method permitted in the library.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To edit a library:
• Manage Salesforce CRM
Content
• Record Types to restrict the record types available to library contributors.
OR
• View Archived Content to view a list of archived content in the library. If you do not have the
Archive Content or Manage Libraries privilege in your library permission, the
archived content list only contains content that you authored and archived, not content that
other authors archived.
Manage Libraries
checked in your library
permission definition
The library detail page contains the following sections:
Members
This section lists all the Salesforce CRM Content users who are members of the library. To limit
the member list, enter a username and click Filter. You can filter by the beginning of a username
but not the last name.
To add new members to the library:
To add or remove library
members:
• Manage Salesforce CRM
Content
OR
Manage Libraries
checked in your library
permission definition
1. Click Add Members.
2. If the member you want to add isn’t listed, start to enter their first name in the search box
and click Find.
3. Select members from the Available Members box. Members can include individual Salesforce CRM Content users or public
groups containing Salesforce CRM Content users.
217
Collaborate with Everyone
Create, Share, and Organize Files
Tip: If you have many Salesforce CRM Content users, create a public group and add it to a library rather than adding users
to the library individually.
4. Click Add to add the members to the library.
5. Click Next.
6. Select a library permission for each user or public group and click Save.
To remove a member from the library, click Remove. To change a member's library permission, click Edit and choose a new library
permission from the drop-down list.
Featured Content
This section lists the five pieces of content in the library most recently designated as “featured.” If no content has been featured, this
section does not display. Featured content receives a higher priority than similar content in search results; for example, if 100 files
contain the search criteria term sales asset, any featured files with that term will appear at the top of the search results list.
To see all featured content, click Show All. To toggle the feature status on or off, go to its content details page.
Top Content
This section includes lists that summarize content activity in your library. Within a list, click a file icon to download the content or
click the title to open the associated content details page. In the Top Content section you can choose from the following categories:
• Publication Date—This content is sorted in descending order according to the most recent publication date. Choose the
number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the published
files, Web links, and Google docs.
• Num Downloads—This content is sorted in descending order according to the highest number of downloads. The bar graphic
indicates how one record compares to another. Choose the number of records you want to view from the accompanying
drop-down list, or click the Show All button to list all the downloaded content.
• Rating—This content is sorted in descending order according to the highest number of thumbs-up votes. Green and red in
the bar graphic represent positive and negative votes, respectively. Choose the number of records you want to view from the
accompanying drop-down list, or click the Show All button to list all the content with votes.
• Num Comments—This content is sorted in descending order according to the highest number of viewer comments. The bar
graphic indicates how one record compares to another. Choose the number of records you want to view from the accompanying
drop-down list, or click the Show All button to list all the content with associated comments.
Popular Tags
This “tag cloud” shows you how the content in your library has been labeled. Tags are descriptive terms assigned during upload or
revision that help classify and organize content. Click a tag name to view search results containing all the files, Web links, and Google
docs with that tag. The tag names increase in size within the tag cloud according to popularity, meaning that the largest tags have
been assigned to the most content. You can choose to sort the tags alphabetically or by popularity. The tag cloud contains the 30
most popular tags.
Recent Activity
This section is a snapshot of activity within your library. It shows the most recent files, Web links, and Google docs to receive comments,
votes, or subscriptions. Featured content and newly published content are also included, but new versions of existing content,
archived content, and deleted content do not appear in the Recent Activity section. Use the Older and Newer buttons to scroll
through records. The Recent Activity section contains a maximum of 100 records.
218
Collaborate with Everyone
Create, Share, and Organize Files
Most Active Contributors
This section shows the authors who have uploaded content into your library most frequently. The names increase in size according
to activity, so the largest names are the authors who have contributed the most content.
SEE ALSO:
Manage Libraries
Update Content Versions
Manage Libraries
On the Libraries tab, access your private library, create new libraries, choose libraries to view or
edit, and analyze library usage and activity. For details about the publishing options at the top of
the page, see Upload and Publish Content. The libraries home page has two tabs: Shared Content,
which provides information about shared libraries, and My Private Files, which contains information
about your private library.
Shared Content
The Shared Content tab on the libraries home page contains the following sections:
My Libraries
This section lists all the libraries to which you have access. Click a library name to view details
about that library or click Browse to view a list of all the content in the library. Click the New
button to create new libraries, add users to a library, or assign library permissions to users.
Featured Content
This section lists the five pieces of content in your libraries most recently designed as “featured.”
Featured content receives a higher priority than similar content in search results; for example,
if 100 files contain the search criteria term sales asset, any featured files with that term
will appear at the top of the search results list. To see all featured content, click Show All. To
toggle a piece of content's feature status on or off, go to its content details page.
Top Content
This section includes lists that summarize content activity across all your libraries. Each list sorts
content according to specific criteria. Within a list, click a file icon to download content or click
a title to open the associated content details page. In the Top Content section you can choose
from the following categories:
• Publication Date—This content is sorted in descending order according to the most
recent publication date. Choose the number of records you want to view from the
accompanying drop-down list, or click the Show All button to list all the published files,
Web links, and Google docs.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To create libraries:
• Manage Salesforce CRM
Content
OR
Create Libraries
To edit libraries:
• Manage Salesforce CRM
Content
OR
Manage Libraries
checked in your library
permission definition
• Num Downloads—This content is sorted in descending order according to the highest number of downloads. The bar graphic
indicates how one record compares to another. Choose the number of records you want to view from the accompanying
drop-down list, or click the Show All button to list all the downloaded content.
• Rating—This content is sorted in descending order according to the highest number of thumbs-up votes. Green and red in
the bar graphic represent positive and negative votes, respectively. Choose the number of records you want to view from the
accompanying drop-down list, or click the Show All button to list all the content with votes.
219
Collaborate with Everyone
Create, Share, and Organize Files
• Num Comments—This content is sorted in descending order according to the highest number of viewer comments. The bar
graphic indicates how one record compares to another. Choose the number of records you want to view from the accompanying
drop-down list, or click the Show All button to list all the content with associated comments.
Popular Tags
This section, commonly referred to as a “tag cloud,” shows you how the content in your libraries has been labeled. Tags are descriptive
terms assigned during upload or revision that help classify and organize content. Click a tag name to view search results containing
all the files, Web links, and Google docs with that tag. The tag names increase in size within the tag cloud according to popularity,
meaning that the largest tags have been assigned to the most content. You can choose to sort the tags alphabetically or by popularity.
The tag cloud contains the 30 most popular tags.
Recent Activity
This section is a snapshot of activity within your libraries. It shows the most recent files, Web links, and Google docs to receive
comments, votes, or subscriptions. Featured content and newly published content are also included, but new versions of existing
content, archived content, and deleted content do not appear in the Recent Activity section. Use the Older and Newer buttons to
scroll through records. The Recent Activity section contains a maximum of 100 records.
Most Active Contributors
This section shows the authors who have published content into your libraries most frequently. The names increase in size according
to activity, so the largest names are the authors who have contributed the most content.
My Private Files
The My Private Files tab on the libraries home page is your private library. When you upload or create content and do not select a public
library, your content is stored in your private library. You can publish content to a public library at any time or leave content in your
private library indefinitely. Content in your private library can be assembled in content packs. It can also be sent to leads and contacts
outside your organization using the content delivery feature. See Set Up Content Deliveries for more information. The My Private Files
tab has the following sections:
Private Library
If you choose the Save to my private library option when publishing a file, Web link, content pack, or Google doc, your content
is saved here. You can publish or delete files from this list or click the file's name to view its content details page. The following
options that are available on the content details page for shared content are not available for private-library content: tagging, rating,
subscribing, tracking downloads, tracking subscriptions, or using custom fields. If you publish a file from the Private Library list and
click Cancel during the publishing process, your file is deleted.
Upload Interrupted
If an error occurs when you are uploading a new file, for example your browser crashes or your session times out, the file you were
uploading is saved here. Click Publish to publish the file to a public library or save it to your private library. If you click Cancel on
the Save or Publish Content dialog, your file will be deleted.
Revision Upload Interrupted
If an error occurs when you are uploading a new version of a file, the file you were uploading is saved here. Users can continue to
access the original version. Click Publish to publish the file to a public library or save it to your private library. If you click Cancel on
the Save or Publish Content dialog, your file will be deleted.
SEE ALSO:
Create and Modify Content Packs in Salesforce CRM Content
220
Collaborate with Everyone
Create, Share, and Organize Files
Content Deliveries
Creating Content Deliveries
A content delivery allows you to easily convert documents such as Microsoft® PowerPoint and Word
files into an optimized web-based version for easy online viewing. Once you create your delivery,
you can send its encrypted URL to any recipient, such as leads, customers, partners, and colleagues,
and then track how often the content is viewed or downloaded. Content deliveries are available in
Salesforce Classic only. However, Lightning Email generates delivery-based links as email attachments
for Lightning Experience users who have access to the Content Deliveries feature.
A content delivery can be created from the Content Deliveries related list on most Salesforce objects.
Salesforce CRM Content users can also create a content delivery from the content details page or
the Related Content related list.
To create a new content delivery:
1. From the Content Deliveries related list, Related Content related list, or the content details page,
click Deliver Content.
2. Upload a file or confirm the file name. If you are a Salesforce CRM Content user, search for the
content in your libraries that you want to deliver. Salesforce CRM Content users can search for
content in shared libraries or a personal library.
3. Optionally, modify the Delivery Name field. This name identifies your content delivery in
Salesforce. We recommend using a name that will make the delivery easily distinguishable from
other deliveries on the same record. The default delivery name includes the file name and
today’s date.
4. Select the delivery methods that determine how your content can be viewed. The options that
appear depend on the file format you uploaded.
• Choose Allow Recipient to View in the Browser to create an online
version of the file that recipients can view in their browser.
• Choose Allow Recipient to Download as [file type] file to allow
the recipient of your content delivery to view the content in its original format. For example,
if you uploaded a Microsoft® Word file, this field will be Allow download as .doc
file.I
Note: If a preview of the file doesn’t exist in Salesforce, users can download the
delivered file regardless of whether downloading is allowed. File previews are made
the first time they are requested in Salesforce, but not before. Viewing a file’s detail
page or posting it to a feed generate file previews.
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions
except Database.com
Salesforce CRM Content
available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To create content deliveries
from a shared library in
Salesforce CRM Content:
• Member of the library
AND
Deliver Content checked
in your library
permission definition
To create content deliveries
from a personal library
inSalesforce CRM Content:
• Create Content
Deliveries
To create content deliveries
(non-Content user):
• Create Content
Deliveries
• Choose Allow Recipient to Download as PDF to allow recipients to
download a .pdf version of the file. This option is only available for Microsoft® PowerPoint, Word, and Excel files.
5. Select Notify Me of First View or Download if you want to receive an email the first time your recipient clicks the
content-delivery URL.
6. If the content you are delivering is time-sensitive, select the Remove Access to Content on checkbox and enter an
expiration date. By default, the expiration date is 90 days from the current date. After creating your content delivery, you can change
the expiration date at any time on the delivery detail page.
221
Collaborate with Everyone
Create, Share, and Organize Files
7. Optionally, select Require a Password to Access Content. When you create the content delivery, you will receive
a password to include with the delivery URL that you send to your recipients. The password is available for the life of the delivery on
the delivery detail page.
8. Optionally, use the lookup to associate your content delivery with a Salesforce record. The record you were viewing when you clicked
Deliver Content is selected by default.
9. Click Save & Next. Your delivery will usually be ready within a few moments, but you can click Notify Me to exit the content delivery
wizard and be notified via email when your content delivery is ready.
10. If you did not exit the content delivery wizard, click Preview to verify that you are satisfied with the delivery.
Important: Formatting in the original file may not display correctly in the online version. If you chose Allow Recipient
to View in the Browser, preview your content delivery before sending its URL to your recipients. If you are not
happy with the quality of the online version, click Previous and choose to make your content available in its original file format
or a PDF only.
11. Copy and paste the delivery URL and, if applicable, its password into an email or instant message for delivery. The URL is available
on the delivery detail page. For more information, see Viewing and Editing Content Deliveries.
SEE ALSO:
Share Files via Link
222
Collaborate with Everyone
Create, Share, and Organize Files
Viewing and Editing Content Deliveries
On the Content Deliveries related list or the Content Deliveries list page, click the name of a content
delivery to open the detail page.
EDITIONS
Viewing Content Delivery Details
The delivery detail page provides all the information associated with a content delivery, including
the number of times the delivery has been viewed, and the delivery settings. The URL providing
access to the content delivery is visible only if you have access to the content or to a record
associated with the content, or are the content delivery owner. For a description of each field,
see Content Delivery Fields.
Available in: Salesforce
Classic
Editing Content Delivery Details
Click Expire Now to immediately remove access to the content delivery. Click Edit to modify
details such as the delivery methods, expiration date, or the record the delivery is associated
with. For a description of each field, see Content Delivery Fields.
Deleting Content Deliveries
Click Delete to remove access to the content delivery and delete the delivery record from
Salesforce. Salesforce CRM Content users cannot delete files that are associated with a content
delivery until the content delivery is deleted.
Tracking Content Deliveries
Each time a content delivery's URL is opened, Salesforce records the event as a view. The Views
related list on the content delivery detail page lists every view associated with the delivery.
Information about the view includes the date and time, whether the view was by an internal
(Salesforce) user, and whether the view included a download. If the content delivery provided
the ability to download the file in its original file format or as a PDF file, the File
Downloaded flag indicates that a download occurred, but you cannot distinguish between
file types.
Available in: All Editions
except Database.com
Salesforce CRM Content
available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To view the delivery detail
page:
• Access to the associated
content details page in
Salesforce CRM Content
OR
Access to the record
associated with the
content delivery
To edit, expire, or delete a
content delivery:
• Owner of the record
SEE ALSO:
Create and Modify Content Packs in Salesforce CRM Content
OR
Modify all Data
223
Collaborate with Everyone
Create, Share, and Organize Files
Using the Content Deliveries Related List
A content delivery allows you to easily convert documents such as Microsoft® PowerPoint and Word
files into an optimized web-based version for easy online viewing. Once you create your delivery,
you can send its encrypted URL to any recipient, such as leads, customers, partners, and colleagues,
and then track how often the content is viewed or downloaded. Content deliveries are available in
Salesforce Classic only. However, Lightning Email generates delivery-based links as email attachments
for Lightning Experience users who have access to the Content Deliveries feature.
From the Content Deliveries related list on leads, business accounts, contacts, opportunities, cases,
campaigns, and custom objects you can:
• Click Deliver Content to create a new content delivery and associate it with the record you
are viewing. For more information, see Creating Content Deliveries.
• Click Preview to open the content delivery. Each time you view a content delivery, it is recorded
as one internal view on the Views related list.
• Click the content delivery name to open the detail page for that delivery. For more information,
see Viewing and Editing Content Deliveries.
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions
except Database.com
USER PERMISSIONS
To create a content delivery:
• None
To edit a content delivery:
• Owner of the record
OR
Modify all Data
Google Apps
Integrate Google apps like Google Docs and Gmail with Salesforce.
EDITIONS
IN THIS SECTION:
Available in: both Salesforce
Classic and Lightning
Experience
Google Apps Overview
Use Google Docs in Salesforce
Add Google Docs to Salesforce
Add an existing Google doc to any record or library in Salesforce.
Available in: All Editions
except Database.com
Google Apps Overview
Note: Not all Google Apps features are available in Lightning Experience. Those that are
available may not look the same as they do in Salesforce Classic.
EDITIONS
Google Apps™ is a suite of on-demand communication and collaboration services hosted by Google
and designed for business users. Salesforce integrates key Google Apps services and provides several
AppExchange apps that enhance and customize Google-related functionality.
Available in: both Salesforce
Classic and Lightning
Experience
The following services for Google Apps are integrated with Salesforce and require a simple activation
by a Salesforce administrator:
Available in: All Editions
except Database.com
Add Google Docs to Salesforce
Google Docs™ allows you to create on-demand documents, spreadsheets, and presentations, edit them in your browser, and work
together in real time with other collaborators. When the Add Google Docs to Salesforce service is activated, you can:
• Use the Google Docs, Notes, & Attachments or Google Docs & Attachments related list on any Salesforce record to create, edit,
or view Google docs and associate them to a record.
• Share a Google doc with any Google Apps user in your organization.
224
Collaborate with Everyone
Create, Share, and Organize Files
• Associate Google docs with Salesforce records even when you are not working in Salesforce by using the Add Google Doc to
Salesforce browser button.
• Add Google docs to Salesforce CRM Content, which allows you to manage all types of content in a centralized location.
Gmail to Salesforce
Gmail™ is a Web-based email application that operates on all standard browsers and can be used with your company's domain. Use
Gmail to Salesforce to automatically log emails you send from your Gmail account as activities on lead and contact records in
Salesforce.
Gmail Buttons and Links
Gmail Buttons and Links adds Gmail links next to email fields on all records and adds Compose Gmail buttons in Activity History
on leads and contacts. When you select a Gmail link or Compose Gmail, Salesforce automatically logs you in to your Gmail account
and automatically populates the To field. If Gmail to Salesforce is activated, Salesforce also populates the BCC field with your Email
to Salesforce address.
Use Google Docs in Salesforce
Use Google Docs™ to create and share on-demand documents, presentations, and spreadsheets
(“Google docs”) and see your changes in real time as you collaborate with other users. Because your
content is stored within Google, there is no need to manage versions or send attachments by
email—simply log in with your Google Apps account and view the current document or its revision
history.
Salesforce and Google Apps allows you to integrate Google Docs with Salesforce. The Docs home
page in your Google Apps account lists all the Google documents, presentations, and spreadsheets
that you have created or that other Google Apps users have shared with you.
For information about Google Docs, refer to Google's online help.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: All Editions
except Database.com
USER PERMISSIONS
Using Google Docs in
Salesforce
• Read on the appropriate
record type
AND
Google Apps account
225
Collaborate with Everyone
Create, Share, and Organize Files
Add Google Docs to Salesforce
Add an existing Google doc to any record or library in Salesforce.
EDITIONS
Note: To use a Google Apps service in Salesforce, you must be logged in to your Google
Apps business account. Business accounts use your organization's domain; for example,
john.doe@company.com. If you are unsure of your Google Apps username and password,
contact your administrator.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: All Editions
except Database.com
Add a Google Doc to a Salesforce Record
1. Open a case, opportunity, or other record.
2. On the Google Docs, Notes, & Attachments related list or the Google Docs & Attachments
related list, click Add Google Doc.
3. Enter the name of the Google doc.
4. Enter the Google doc URL.
5. Click Save.
USER PERMISSIONS
Creating a Google doc and
linking it to Salesforce
records:
• Edit on the appropriate
record type
AND
Add a Google Doc to a Salesforce CRM Content Library
Google Apps account
1. On the Libraries tab or on a library detail page, click Add Google Doc. Log in to Google Apps
if prompted.
2. Enter the Google Doc URL.
3. Click Contribute.
4. Enter a title and select a library. See Publish Files to Libraries for detailed instructions on publishing content to a library.
5. Click Publish.
Note: While you have your Google doc open, remember to share it with other Google Apps users in your organization. Only
people with access to the Google doc in their Google Apps account can open the doc from Salesforce.
Tip: For information about using Google Docs, refer to Google's online help.
SEE ALSO:
Use Google Docs in Salesforce
Add the Quip Component to Records
The Quip Lightning component allows you to create and edit Quip documents directly in any
Salesforce record that allows Files.
Available in: Enterprise, Professional, Unlimited, and Developer editions.
USER PERMISSIONS
To modify the record page:
• Customize Application
Note: The Quip component is not available for user record pages or file details pages, nor when a record page is viewed from
within a community.
To add the Quip component:
226
Collaborate with Everyone
Skype for Salesforce
1. Navigate to the record (for example, an opportunity or a lead).
2. Under Setup, click Edit Page.
3. Drag the Quip component onto the page layout and click Save.
Skype for Salesforce
Skype for Salesforce integrates Salesforce and Skype for Business®, so your sales and service reps
can send and receive instant messages and see colleagues’ availability without leaving Salesforce.
If Notes is enabled in your org, reps can also save IM chats as notes and attach them to Salesforce
records. Skype for Salesforce is available only if your business has a Microsoft Office 365® Enterprise
plan that includes Skype for Business Online, or a Skype for Business Online license.
Note: Earlier beta versions of Skype for Salesforce included audio and video calling capability.
Microsoft currently is revising Skype audio and video calling support. So for now the generally
available version of Skype for Salesforce does not support audio or video calls.
EDITIONS
Available in: Developer,
Enterprise, Performance,
Professional, and Unlimited
Editions
IN THIS SECTION:
Enable Skype for Salesforce
Enable Skype for Salesforce in your org so your sales and service reps can chat and see who’s online without leaving Salesforce.
Give Reps Skype Conversation Permissions
Skype for Salesforce integrates Salesforce and Skype for Business®, allowing your org’s sales and service reps to communicate with
each other. To enable reps to use Skype for Salesforce, create a permission set for Skype users and assign it to them.
Add Skype for Salesforce Component to Records with Lightning App Builder
After you enable Skype for Salesforce, add the Skype for Salesforce component to records with the Lightning App Builder.
Log In to Your Skype for Salesforce Account
Before you can initiate Skype chats within Salesforce, log in to Skype for Salesforce with your Skype for Business® Online credentials.
Chat with Skype for Salesforce
Without leaving Salesforce, chat with your colleagues and see who’s online by using Skype for Salesforce.
Enable Skype for Salesforce
Enable Skype for Salesforce in your org so your sales and service reps can chat and see who’s online
without leaving Salesforce.
EDITIONS
1. From Setup, enter Skype for Salesforce in the Quick Find box, then select Skype
for Salesforce.
Available in: Lightning
Experience
2. Click Skype Chat.
Available in: Developer,
Enterprise, Performance,
Professional, and Unlimited
Editions
3.
Optionally, click Authorize Skype for Salesforce, and ask your org’s Microsoft Office 365®
administrator to sign in to give Salesforce access to Skype for Business®.
Your Microsoft Office 365® administrator can authorize Skype for Salesforce on behalf of all
Skype users in your company. If the administrator doesn’t give Salesforce access to Skype for
Business, users must individually authorize Salesforce to access their Skype for Business accounts.
4. To give users the ability to save chat conversations, enable Notes for your org.
227
USER PERMISSIONS
To enable Skype for
Salesforce:
• Customize Application
Collaborate with Everyone
Skype for Salesforce
Note: Users can chat using Skype for Salesforce on any supported browser for Lightning Experience.
SEE ALSO:
Give Reps Skype Conversation Permissions
Give Reps Skype Conversation Permissions
Skype for Salesforce integrates Salesforce and Skype for Business®, allowing your org’s sales and
service reps to communicate with each other. To enable reps to use Skype for Salesforce, create a
permission set for Skype users and assign it to them.
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
2. Either create a permission set or select an existing one.
EDITIONS
Available in: Lightning
Experience
Available in: Developer,
Enterprise, Performance,
Professional, and Unlimited
Editions
3. Select System Permissions > Edit.
4. Select the Skype Conversation permission.
5. Click Save.
USER PERMISSIONS
6. Click Manage Assignments.
7. Select which users you want to give access to Skype for Salesforce.
8. Click Add Assignments.
When Skype for Salesforce is enabled, users who have the Skype Conversation permission see a
banner prompting them to sign in to Microsoft Office 365®. After they link their Microsoft Office
365 account to Salesforce, users can see who is online and chat.
SEE ALSO:
Enable Skype for Salesforce
228
To assign permission sets:
• Assign Permission Sets
Collaborate with Everyone
Skype for Salesforce
Add Skype for Salesforce Component to Records with Lightning App Builder
After you enable Skype for Salesforce, add the Skype for Salesforce component to records with the
Lightning App Builder.
EDITIONS
The Skype for Salesforce status window appears by default when you hover over a colleague’s name
in Salesforce. However, you can also add the Skype for Salesforce component to any custom or
standard record type that contains an email field, such as a Contact record.
Available in: Lightning
Experience
For example, navigate to a Contact record.
Available in: Developer,
Enterprise, Performance,
Professional, and Unlimited
Editions
Click
USER PERMISSIONS
1. In Setup, navigate to a record of the type that you want to add the Skype for Business component
to.
2.
> Edit Page.
3. From the Lightning Components list, select Skype for Salesforce.
4. Drag the Skype for Salesforce component to where you want it to appear on the record.
5. If a record has more than one type of email field, select the email field Skype for Salesforce uses
to determine a user’s presence.
6. Click Save.
7. Determine whether you want to activate the page layout and where you want the page layout
to appear in your org.
8. Click Save.
To enable Skype for
Salesforce:
• Customize Application
To create and save Lightning
Pages in the Lightning App
Builder:
• Customize Application
To view Lightning Pages in
the Lightning App Builder:
• View Setup and
Configuration
Log In to Your Skype for Salesforce Account
Before you can initiate Skype chats within Salesforce, log in to Skype for Salesforce with your Skype
for Business® Online credentials.
EDITIONS
To use Skype for Salesforce, you must have a Microsoft Office 365® Enterprise plan that includes
Skype for Business online, or a Skype for Business Online account. Make sure that your Salesforce
admin has enabled the feature and given you the Skype Conversation permission.
Available in: Lightning
Experience
1. When you log in to Salesforce, a banner prompts you to log in to Office 365. Click Connect
Your Skype Account.
2. Select Connect Office 365 > Open.
3. Log in with your Office 365 or Skype for Business® credentials.
After you log in, you can chat with your colleagues within Salesforce.
Available in: Developer,
Enterprise, Performance,
Professional, and Unlimited
Editions
USER PERMISSIONS
View and chat with
Salesforce users on Skype:
• Skype Conversation
SEE ALSO:
Enable Skype for Salesforce
229
Collaborate with Everyone
Collaborate with Partners and Customers
Chat with Skype for Salesforce
Without leaving Salesforce, chat with your colleagues and see who’s online by using Skype for
Salesforce.
EDITIONS
To use Skype for Salesforce, you must have a Microsoft Office 365® Enterprise plan that includes
Skype for Business® Online, or a Skype for Business Online account. Make sure that your Salesforce
admin has enabled the feature and given you the Skype Conversation permission.
Available in: Lightning
Experience
1. In Salesforce, hover over your colleague’s name or go to their record to view their Skype status.
Whether they are online or offline appears with their user details.
2. To start a chat, click Message.
3. Optional: If Notes is enabled in your org and you want to save your chat as a note, click Save
Conversation after the chat is complete.
Note: Users can chat using Skype for Salesforce on any supported browser for Lightning
Experience.
Available in: Developer,
Enterprise, Performance,
Professional, and Unlimited
Editions
USER PERMISSIONS
Chat with Salesforce users
on Skype:
• Skype Conversation
Collaborate with Partners and Customers
Share updates with customers and partners in Chatter groups.
IN THIS SECTION:
Chatter Customers in Private Groups
Chatter customers are people outside your company's email domains who can only see groups they're invited to and interact with
members of those groups; they can't see any Salesforce information.
Add or Remove Customers in Chatter Groups
Chatter Customers in Private Groups
Chatter customers are people outside your company's email domains who can only see groups
they're invited to and interact with members of those groups; they can't see any Salesforce
information.
Chatter customers:
• Can only be added to Chatter if:
– A manager or owner of a group that allows customers invites them to the group.
– An administrator adds them in Setup by entering Users in the Quick Find box, then
selecting Users.
• Can only see:
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
– Groups they belong to.
– People in groups they belong to. Customers only see limited profiles including photo, name, title, email, common group
memberships, common files, and activity statistics and influence. They can't post to profiles.
– Files shared to groups they belong to.
• Can't see:
230
Collaborate with Everyone
Add or Remove Customers in Chatter Groups
– Records or other Salesforce information, even in search results.
– Topics, including topics in the feed, the topics list, topic detail pages, Recently Talked About, and Trending Topics. (Customers
can see hashtag (#) topics.)
– Recommendations and can't be recommended to others. Additionally, groups that allow customers can't be recommended.
• Are identified as a customers in profiles and groups they belong to. Customers and groups with customers are easily identified by
the orange upper left corner of their photo.
• Have limited profiles, including name, photo, title, company, email, feed, group membership, file ownership, and activity statistics
and influence.
• Can't be followed. Additionally, customers can't follow people or files.
• Can be group members and managers. If the customer is a manager, they will be able to see users who request to join the group,
even if they aren't in other common groups, and approve requests.
• Can't own, create, delete, moderate, join, or ask to join groups.
• Can invite people that they're in common groups with to join groups that they manage.
• Can't invite people inside your company's domain whose profiles they can't see.
• Can’t chat on page 123 with other users.
Considerations for Mobile Users
Chatter customers are able to log in and use the Salesforce1 apps and the Chatter Mobile for BlackBerry app. The same restrictions are
applied to customer users as when using Chatter on the Web.
SEE ALSO:
Chatter Groups
Add or Remove Customers in Chatter Groups
Add or Remove Customers in Chatter Groups
If customer invitations are enabled for your organization, you can add, remove, and invite customers
in private groups you own or manage that allow customers.
EDITIONS
1. Navigate to a group detail page.
Available in: both Salesforce
Classic and Lightning
Experience
2. To add people who aren't already customers in your company, click Invite People, or
Add/Remove Members > Invite them to Salesforce Chatter!. Enter email addresses
separated by commas, and an optional message, and click Send.
When someone accepts your invitation, they join Chatter and become a member of the group.
3. To add people who are already customers in your company, click Add/Remove Members,
then:
• Search using the Find People search box.
• Toggle between Members of the group and Everyone in your company.
• Use the Next and Previous links to see more of the list.
• Click Add to add a customer, or
to remove a customer.
• Click Done when you're finished.
231
Available in: Group,
Enterprise, Professional,
Performance, Unlimited,
Contact Manager, and
Developer Editions
Collaborate with Everyone
Collaboration Resources for Users
Note:
• When you invite someone as a customer to your group, they are given a unique username and password to log in to this
group within your organization, even if they’re already a member of another Salesforce organization. They will not be able to
use other Salesforce logins to access your customer group.
• If a customer has an issue logging in to the group, verify that they are using the username and password from the welcome
email they received after registering for the group. If the problem persists, ask your administrator for help.
• If a customer loses their password, they can use the Forgot Password option to reset it. If they don’t have their username, they
should contact the administrator of the organization in which they’re a customer to recover it.
SEE ALSO:
Add and Remove Chatter Group Members
View Chatter Group Members
Collaboration Resources for Users
In addition to online help, Salesforce publishes printable documentation to help you learn about our features.
These documents include tip sheets, user guides, and other resources that describe the features and capabilities of Salesforce. These
documents are available as Adobe® PDF files. Adobe Reader® is required to open PDF files; to download the latest version of Reader, go
to www.adobe.com/products/acrobat/readstep2.html.
Salesforce CRM Content
• Tips for Using Content Deliveries
232
INDEX
@mentions
mentioning groups in posts and comments 63
mentioning people in posts and comments 63
#tags 79
A
Accounts
finding related content 211
Action Layout
customizing 145
Adding
documents 194
adding components 226
Answers 140
Archived groups 112
Archiving
content 207
Attachments
considerations 185
Salesforce CRM Content 211
B
bookmarks
removing 26
Bookmarks
adding in Chatter 25
broadcast groups 103
C
Cases
finding related content 211
Chat
available 125
away 125
emoticons 126
history 126
offline 125
options 127
pop-out 127
starting a chat 125
status 125
using 123
using the chat list 123
Chatter
activity 91
add records 121
Chatter (continued)
adding customers 231
adding hashtag topics 79
adding topics 78
assigning moderator 93
attaching files 67
attaching links 71
auto-following 12
automatically following records 94
bookmarks 25
broadcast groups 103
chat history 126
chat status 125
Chatter Desktop 4
chatting 123
comments, live 59, 61
configuring digests 17
configuring email notifications 17
customers 230
deleting files 71
direct messages 128
downloading files 69–70
email digests 16
email notifications 16
email replies 14
favorites 30
feed attachments 65
feed search 27
feeds overview 20
file recommendations 26, 172
Followers list 89
following files 69
Following list 89
following topics 76
group feeds, live 59
group recommendations 26, 117
groups page 105
influence 91
inviting people to join 91
join groups 106
leave groups 106
liking posts and comments 13
link previews 72
managing email 17
mentioning people and groups in posts and comments 63
messages 128
233
Index
Chatter (continued)
moderator 92
mute posts 57
overview 2
owned files 90
People page 85
people recommendations 26, 89
polls 73–74
pop out chat 127
post by email 117
post comments 14
posting to feeds 50
posts 50, 82–83
private messages 128
recommendations 26, 89
record recommendations 26, 96
records 95
remove records 122
removing customers 231
removing topics 80
search 27
searching 27
searching feeds 28
searching files 68
sharing files 69
single updates 84
starting a chat 125
tab 3
thanking people 90
topics groups are talking about 81
topics people are talking about 81
trending topics 81
uploading new versions of files 69
using Chatter Messenger 123
using the chat list 123
viewing files 69–70
Chatter activity 91
Chatter Answers 140
Chatter Desktop
configuring 6
connecting 5
disabling remotely 9
installing 4
overview 4
release information 9
troubleshooting tips 8
uninstalling 9
using 6
Chatter email notifications
navigate to 16
Chatter email settings
navigate to 16
Chatter favorites 30
Chatter feed searches
adding as Chatter favorite 29
Chatter Feeds
dashboard component snapshot 98
list views 96
Chatter file recommendations 172
Chatter files
change permission 163–164
deleting 175
editing file details 174
external 188, 191
file detail page 173
file size limits 161
filtering 156
following 172
make private 165
searching 154
shared with 175
sharing settings and permissions 161
sharing, privately shared 166, 169
sharing, via link 170
sharing, with groups 165
uploading a new version 160
uploading overview 158–159
using the Files tab 152
version history 172
Chatter group recommendations 117
Chatter groups
accepting requests 109
adding members 109
announcements 118
archiving 108, 112–114
changing owner 108
changing roles 111
comments, live 59
creating 107
declining requests 109
deleting 114
editing 108
feeds, live 59
group files 119
members 117
overview 100
post by email 117
234
Index
Chatter groups (continued)
records 120
removing members 109
roles overview 110
seen by 102
unlisted 101
viewing group details 115
viewing membership 116
Chatter influence 91
Chatter Moderator
deactivating free users 93
Chatter Moderators
assigning moderator privileges 93
Chatter posts
visibility 52, 64
Chatter publisher
records 120
Chatter Questions
reporting 139
Chatter streams
create 34
create from Chatter home 34
create from profile 40
create from record detail 40
create from Streams home 37
delete 47
delete from stream 49
delete from stream home 48
edit 43
edit from stream 45
edit from streams home 44
notifications 34, 37, 40, 46
streams home 31
Chatter Thanks 90
Chatter topics
topic detail page 75
Chatter updates 84
Collaboration 2
Comments, live 59, 61
Communities
reporting 139
Contacts
finding related content 211
Content
about 201
archiving 207
contributing 204
contributing files 203
contributing Web links 205
Content (continued)
deleting 207
downloading 213
editing a library 217
file size limits 205
finding 212
managing libraries 219
previewing 213
publishing 203–205
related list 211
removing 207
restoring 207
revising 206
searching 212
subscribing 216
uploading 203–205
using the Content Related list 216
versions 206
Content deliveries
creating 221, 224
deleting 223
modifying 223
viewing 223
Content packs
creating 209
modifying 209
creating groups 107
custom group 108
customer groups 120
Customer Service (Napili)
Similar Articles 135
Similar Questions 135
D
Dashboard Components
following 97
Dashboard Feed
component snapshot 99
Dashboards
following components 97
posting snapshots to a dashboard feed 99
posting snapshots to group feeds 98
posting snapshots to user feeds 98
Deleting
documents 197
Digests, Chatter
configuring group digests 17
configuring personal digests 17
managing 17
235
Index
Displaying
documents 198
Document library
overview 192
Documentation
implementation guides 232
printable 232
tip sheets 232
user guides 232
Documents
changing authors 201
deleting 197
displaying and editing 198
home page 192
properties 199
searching 195
uploading 194
viewing from Documents tab 193
E
Editing
documents 198
Email
configuring Chatter digests 17
configuring Chatter notifications 17
managing 17
replying to Chatter notifications 14
Email digests
overview 16
email to post 117
Emoticons
chat 126
Escalate Question to Case 144
Escalate to Case
access 145
external 187
external data source 186
external file 186
F
Favorites, Chatter 30
Feed
sorting 22
feed search 28
Feeds
adding hashtag topics 79
adding topics 78
attaching links 71
attachments 65
Feeds (continued)
automatically following records 94
Chatter feed posts 50
Chatter feeds 20
Chatter streams 31
Custom feeds 31
filtering 21–22
filters 23
following topics 76
liking posts and comments 13
mentioning groups 63
mentioning people 63
mute posts 57
posts 50
removing topics 80
sorting 21
streams notifications 34, 37, 40, 46
streams, create 34
streams, create from Chatter home 34
streams, create from profile 40
streams, create from record detail 40
streams, create from Streams home 37
streams, delete 47
streams, delete from stream 49
streams, delete from stream home 48
streams, edit 43
streams, edit from stream 45
streams, edit from streams home 44
updates 26
view a single update 84
viewing feeds 20
Feeds, live 59
file sharing 169
files
sharing, libraries 167
Files
attaching to posts 67
change permission 163–164
considerations 185
deleting 175
editing file details 174
external data 187–188, 191
file detail page 173
file engagement report 176
file size limits 161
filtering 156
following 172
make private 165
overview 151
236
Index
Files (continued)
searching 154
shared with 175
sharing settings and permissions 161
sharing, libraries 167
sharing, privately shared 166, 169
sharing, via link 170
sharing, with groups 165
uploading a new version 160
uploading overview 158–159
using the Files tab 152
version history 172
Files Connect
external 187
Files home 152
Files tab
filters 156
using 152
find in feed 28
freeze sharing 169
frozen file 169
G
Getting started
implementation guides 232
tip sheets 232
user guides 232
Google Apps
overview 224
Google docs
considerations 185
Google Docs
creating 226
overview 225
group announcements 118
group type 108
groups
filters 104
Groups
mentioning in posts and comments 63
H
Hashtag topics
adding to posts and comments 79
Hashtags 79
I
Implementation guides 232
Inviting people to join Chatter 91
K
Knowledge Deflection 136
Knowledgeable people
about topics 77
L
Leads
finding related content 211
Links
attaching to feed 71
content preview 72
List views
adding as Chatter favorite 97
Chatter 96
feeds 96
following 96
M
Mentions
in posts and comments 63
Messages
searching 129
sending 130
Moderating Chatter
deactivating users 93
My Favorites chat list
adding people 124
removing people 124
using 124
N
Navigate to
Chatter email notifications 16
Chatter email settings 16
Notifications, Chatter email
configuring 17
managing 17
replying to 14
O
Opportunities
finding related content 211
Options
chat 127
Out of Office 88
Overview
document library 192
237
Index
P
S
People
auto-following 12
mentioning in posts and comments 63
My Favorites list (chat) 124
My Favorites list (Chat) 124
page 85
profile best practices 87
profile overview 86
starting a chat 125
using the chat list 123
People recommendations 89
Posts
attaching files 67
Posts, Chatter 82–83
prevent file sharing 169
prevent file unsharing 169
private groups
seen by 102
Process Builder 146
Products
finding related content 211
Profile
best practices 87
overview 86
Properties
documents 199
Salesforce CRM Content
See Content 201
Salesforce Files
overview 151
tab 151
Salesforce Files Sync
about synced files and folders 180
access synced files 180
authenticating 178
collaborating 180
connecting 178
install the desktop client 178
sharing files 180
storage limits 182
sync files and folders 179
sync limits 181
system requirements 177–178
unsupported extensions 183
unsupported file names 183
unsupported folder names 184
using 177
versioning 181
searching
Chatter feeds 28
Chatter groups 28
groups 28
profiles 28
records 28
Searching
Chatter 27
Chatter favorites 29
documents 195
Salesforce CRM Content 212
Searching messages 129
Sending Chatter messages 130
Sharing
a link to a Chatter post 83
Chatter posts 82
Chatter posts with a group 83
Similar Articles 133, 136
Similar Questions 133
Streams
create 34
create from Chatter home 34
create from profile 40
create from record detail 40
create from Streams home 37
delete 47
Q
Question from Chatter 144
Question-to-Case
enabling 143
processes 146
workflows 146
Questions in Chatter 132–133, 135–138
Queues 146
Quip 226
R
Recommendations 26
Record recommendations 96
records
add to Chatter group 121
remove from Chatter groups 122
Records
auto-following 12
automatically following 94
Reports
file engagement report 176
238
Index
Streams (continued)
delete from stream 49
delete from stream home 48
edit 43
edit from stream 45
edit from streams home 44
notifications 34, 37, 40, 46
streams home 31
T
Tip sheets 232
topics 79
Topics
adding as Chatter favorite 80
adding hashtags 79
adding to posts 78
endorse people for 77
following 76
knowledgeable people 77
Recently Talked About 81
removing from posts 80
Topics (continued)
topic detail page 75
topics on files 79
topics on notes 79
Trending topics 81
U
unlisted groups
limitations 101
seen by 102
User
owned files 90
profile best practices 87
profile overview 86
User guides 232
V
Viewing
documents 193
viewing a single update 84
239
Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertising