Community Management section consists of 11% of total score in the Salesforce Community Cloud Consultant certification exam, covering topics such as user access, set up dashboards and insights, moderation, recommendation and reputation level. Without further ado, lets get started!

Guideline for Community Management

  • Identify how to grant users access to the Community.
  • Determine the steps to set up Community dashboards and insights.
  • Explain Community moderation features.
  • Given a scenario, determine the steps to create recommendations in a Community.
  • Given a scenario, determine the steps to set up reputation levels in a Community.



  • Profiles and Permission Sets can be used to manage community membership.
  • When the Profile or Permission Set is removed, the posts and comments of the users will still be available in community.
  • When a new Profile or Permission Set is added, a welcome email can be sent to the users if the Send welcome email is set in Experience Workspace > Administration > Emails.
  • Username for any users must be unique to Salesforce org, not just community the user belongs to.
  • External users can self-register themselves in a community.
  • External users can also self deactivate their own accounts in Setup > User Management Settings:
    • A Flow or Apex can be used to allow self-deactivation.
  • Community Status:
    • Active
      • Welcome emails can be sent to each member
      • Community can be discovered by anyone
    • Inactive
      • Only users with Create and Set Up Communities permission can access community through setup.
    • Preview
      • Anyone with the login URL can view the community
  • If welcome email is not set, workflows can be set to send email based on user creation or Reset Password can be used to send the email.
  • By default, external users can see each other in a community.
    • Community User Visibility can be unchecked so that external users cannot see each other.
  • Let guest users see other members of this community can be unchecked in Experience Workspace > Adminstration > Preferences.
  • Organization-Wide Default External Access for User can be set as Private or Public Read Only in Setup > Sharing Settings.
  • Community members can be created or updated via Data Loader, Workbench, API, and etc.
  • Chatter and Community Related Permissions:
    • Access Community Management - Access pages and dashboards available in Community Management.
    • Create and Set Up Communities - Create communities, manage community-wide settings, membership, login and registration, branding, and associated site.
    • Enables testing a sandbox community in the Mobile Publisher for Community Cloud app. - Enables testing a sandbox community in the Mobile Publisher for Community Cloud app.
    • Give Recognition Badges in Lightning Communities - Lets members give recognition badges to other members.
    • Moderate Chatter - Deactivate Chatter Free users, assign moderator privileges to Chatter Free users, and remove posts.
    • Manage Communities - Access Community Management to view community dashboards and set up Reputation point system and levels.
    • Moderate Communities Chatter Messages - Moderate Chatter Messages in communities
    • Moderate Communities Feeds - Moderate Chatter Feeds in communities
    • Moderate Communities Files - Moderate Salesforce Files in communities
    • Moderate Community Users - Allows users to manage community member access, such as freezing a user.
    • Pin Posts in Feeds - Assign permission to pin a post in this org and your communities.
    • Show App Launcher in Communities - Display the App Launcher icon in communities.
    • Show Company Name as Community Role - Allow users to see other users' company name in community role.
    • View Analytics on Communities pages. - Can view shared Analytics assets from within Communities.
    • View Community 360 - Access and gauge a customer's use of a community. Make sure this type of data gathering complies with your company privacy policies.
    • View Global Header - View the global header to switch between apps and communities and access personal setup and customization options.
    • Can Approve Feed Post and Comment - Lets users control the visibility of content to other users by updating the status of a feed item or comment from pending review to published or from published to pending review.
    • Create Topics - Create new topics by assigning them to feed items.
    • Delete Topics - Delete topics and remove all corresponding topic assignments from feed items.
    • Edit My Own Posts - Allow users to edit their own feed items.
    • Edit Posts on Records I Own - Allow users to edit feed items they manage.
    • Verify Answers to Chatter Questions - Mark answers to Chatter questions as verified.
    • Manage Unlisted Groups - View and moderate unlisted Chatter groups.
    • Manage Chatter Messages and Direct Messages - Access all users' messages sent in Chatter.
    • Invite Customers To Chatter - Invite Customers To Chatter
    • Create and Own New Chatter Groups - Create and own new Chatter groups.
    • Chatter Internal User - Use all Chatter features.

Dashboards and Insights

  • Home tab is used to display favorite dashboards.
  • Dashboards are just charts and reports that help highlighting and analyzing data.
  • Dashboards tab is only used to map the dashboards with the labels.
  • Insights are just reports that help monitoring activity in a community.
  • Engagement tab is only used to map report folders with labels.
  • When you map the dashboard or report folder, the tab will be displayed on the left panel for quicker access.
  • Network object represents a community. Report types can be created based on the object.
    1. Create Custom Report Type
    2. Select related child objects and set relationships:
    3. Create report.



  • Moderation can be used to monitor posts and comments, create rules and etc.
  • The purpose of moderation is to keep a welcoming environment for the community which helps preventing users from flooding, spamming, negatively influencing or taking over the community.
  • Allow members to flag content can be set to allow members flag posts, comments, files and messages. Moderators can go through the flagged items and review them.
  • Apex Trigger can be used to flag content as well.
  • Posts can be flagged and leave a note to moderators:
  • To moderate flagged items, user must have the following permissions:
    • Access Community Management OR Moderate Communities Feeds
    • Manage Communities OR Create and Set Up Communities
    • Is a member of the community
  • Flagged Discussions can be found in Experience Workspace > Moderation > Moderate:
  • Moderators can View Discussion to view the discussion:
  • Moderators can View Author Details and Freeze or Message the author directly as well:
    • Freeze User:
    • Message User:
  • Moderators can Unflag the discussion:
  • Moderators can Delete the discussion as well:
  • Pending Discussions can be found in Experience Workspace > Moderation > Moderate:
  • Moderators can View Author Details, View Discussion, Approve or Delete to view the discussion.
  • Moderators can Approve the discussion:
  • Moderators will receive email from the following scenarios:
    • Content is flagged
    • Content requires Review Approval

Moderation Rules

  • Moderation Rules can be set to moderate member-generated content.

  • Moderation Rules need to be set Activated.

  • Example: Review the first post or comment made by a new member:

    • Post that is under review:
  • Example: Replace banned keywords with asterisks:

    • Banned word that is replaced by asterisk:
  • Example: Freeze members whose posts or comments exceed the allowed rate:

    • Content Creation Time Frame: 3 minutes or 15 minutes
    • Notify Moderators: x times in 3 or 15 minutes
    • Freeze Members: x times in 3 or 15 minutes
  • Example: Flag posts or comments containing banned keywords:

  • Example: Block posts or comments containing banned keywords:

    • Message for Member can be set to display when it is blocked
    • Post or comment that is blocked:
  • Create new Moderation Rule:

    • Content Rule
      • Create rules that block, replace, flag or allow you to review and approve member-generated content
      • Apply to Posts and Comments only
    • Rate Rule
      • Create rules to monitor and limit the frequency that members can create content in community
      • Apply to Posts, Comments, Private Messages and Files
  • NOTE: there is a limit of 30 rules per org for all communities.

Content and Member Criteria

  • Content Criteria:
    • Create new Content Criteria:
    • Add keywords:
    • Remove keywords:
    • Example: block the use of sensitive keywords:
    • Post is blocked in community:
    • Maximum keywords per criteria: 2000 keywords
    • NOTE: keywords are case-insensitive!
  • Member Criteria:
    • Create new Content Criteria:
      • Include Members Based On: User Types OR User Profiles
        • User Types:
          • Internal
          • Customer
          • Partner
        • User Profiles:
          • All
          • Internal
          • Customer
          • Partner
      • Filter Members Based On:
        • None
        • User creation date - specify number of days since user was created
        • Members without community contributions
    • Example: block the use of sensitive keywords:



  • Recommendations can be used to help drive engagement, encourage users to watch videos, take training, sign up for events, and etc.
  • Recommendations can be Knowledge articles, URLs, videos, and etc.
  • Recommendations can be enabled at
  • Create a recommendation:
    • Preview the recommendation:
    • Context Variables that are supported in url:
      • {!actionLinkId} - The ID of the recommendation link that the user clicked.
      • {!actionLinkGroupId} - The ID of the recommendation link group containing the recommendation that the user clicked.
      • {!communityId} - The ID of the community
      • {!orgId} - The ID of the org
      • {!userId} - The ID of the user that clicked the recommendation
  • Channels are used to group recommendations.
  • Recommendation Channel can be set:
    • Default Channel
      • Default channel recommendations appear in certain predefined locations, such as Home Page or Question Details in Customer Service and Partner Central communities.
      • It is not customizable.
    • Custom Channel 1
    • Custom Channel 2
    • Custom Channel 3
    • Custom Channel 4
    • Custom Channel 5
    • Custom channels can be created and customize where the recommendations appear.
  • Audience can be created to receive recommendations:
    • Audience Type:
      • Custom List
        • Manage members via API
      • New Members
  • If no audience is selected on recommendations, then the default will be all community members.
  • Recommendations Carousel component can be added on the page and choose which channel to display.


  • Reputation can be enabled in Experience Workspace > Administration > Preferences.
  • Reputation Levels:
  • Reputation Points:

That's all about it! I will see you in next post!

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