Community Setup section consists of 18% of total score in the Salesforce Community Cloud Consultant certification exam, covering topics such as topics and knowledge articles, Community user logins, emails for Community users, multiligual capabilities and product integration. Without further ado, lets get started!

NOTE: This post is written in June 2020 and content might be changed/updated overtime. The content is inspired by focusonforce.com.

Guideline for Community Setup

  • Determine steps to configure and set up topics, and map to associated knowledge articles.
  • Identify the Community user login requirements.
  • Determine how to set up email for Community users.
  • Explain the multilingual capabilities in Communities.
  • Identify when to integrate Salesforce products into a Community.

Topics

  • Topics can be used to structure community articles and content in Experience Workspace > Content Management > Topics:
    content-management-topics
  • Topics can be added:
    content-management-add-topic
  • Topics can be merged:
    content-management-merge-topics
    • NOTE: topics cannot be merged with itself.
      content-management-merge-topics-cannot-merge-itself
  • Multiple topics can be selected and set Enable for Content.
  • Member can create topics by using #hashtag:
    create-new-topic

content-management-navigational-topics

  • Navigational Topics can be added to navigation menu and assign articles to them using data categories.
  • Up to 25 navigational topics and up to 10 subtopics for each topic can be created.
  • Each subtopic can have 10 subtopics
  • By default, you can create 3 levels of nested topics, further 5 levels of subtopics can be created through API, for a maximum of 2,775 total navigational topics per community.
  • 'More Topics...' link can be selected to direct users to topic catalog, where they can see all the navigational topics and subtopics created (appeared only if you at least one subtopic).
    navigational-topic-add-more-topics
  • More Topics button shows a list of navigational topics and associated subtopics in Topic Catalog component:
    topics-and-subtopics-catalog
  • Topic with subtopics can be shown in Headline components:
    topic-with-subtopics-headline
  • Articles can be added to topics by selecting data category in Data Category Group:
    navigational-topic-add-articles
  • Banner can also be set to display the image on the header:
    topic-banner-image

Featured Topics

featured-topics

  • Featured Topics can be used to display prominent topics on home page:
  • Likewise, the thumbnail image can be set for featured topics:
    featured-topic-thumbnail-image
  • Featured Topics & Feeds component can be added on the home page:
    featured-topics-and-feeds-component
  • A maximum of 25 featured topics can be added.

Article Management

article-managment

  • Article Management can be used to organize articles and assigned to topics.
  • Topics can be added to Articles, but the feature must be enabled for the record type or the given user type or org.
    article-add-topic
  • Topics for Object needs to be enabled in Setup > Topics for Object in Salesforce Classic:
    topics-for-object
  • Once the Topics for Knowledge object is enabled, then only you can assign Topic to the articles:
    article-add-topic-success

Automatic Topic Assignment

automatic-topic-assignment

  • Automatic Topic Assignment can be used to assign topics to an articles when it's published within the category.
  • Existing articles can also apply topics in the data category.

Community User Login

  • Login page elements can be customized, such as logo, background, right side content, footer text, logout url, etc.

  • Dynamic branding URL can be specified as well, with {expid} placeholder entered within bracket.

  • Login Page Type:

    • Default Page
    • Login Discovery Page
      login-discovery-page
      • Login Prompt - label that appears above login field, can use custom label
      • Login Discovery Handler - Apex class for login handler
      • Execute Login As - select a user to run login handler (user must have Manage Users)
    • Experience Builder Page
    • Visualforce Page

  • External users can be enabled to self-register in Experience Workspace > Administration > Login & Registration:
    user-self-registration-1

  • Registration Page Type:

    • Default Page
    • Configurable Self-Reg Page
      • User Fields to display and required for registration:
        • LastName
        • FirstName
        • Username
        • Nickname
        • Mobile
        • Email
    • Experience Builder Page
    • Visualforce Page

  • Customer Community and Customer Community Plus licenses can be assigned to Person Account.

  • NOTE: Partner Community license cannot be assigned to Person Account.

  • Internal users can be allowed to login to community directly.

  • Session Settings for community user profile:
    community-user-profile-session-settings

  • Session Settings for internal Salesforce user profile:
    internal-salesforce-user-profile-session-settings

  • Members are allowed to login to community without a password using a verification code.

  • Verification code can be sent via email, Salesforce Authenticator as time-based one-time password, as a Universal Second Factor (U2F), or in a text message.

  • Passwordless login page can be created using Apex and Visualforce.

Social Login

  • Social Login component can be added on login page to provide users more options to login to community.
  • Setup authentication provider in Setup > Auth. Provider:
    setup-auth-provider
    • Supported Provider Type: Apple, Facebook, Github, Google, Janrain, LinkedIn, Microsoft Access Control Service, Open ID Connect, Salesforce, Twitter
  • Single Sign-On (SSO) can be used to authenticate users in salesforce.com from external environments:
    single-sign-on-settings

Community Email

administration-emails-1

  • Emails can be sent to customers on the following:

    • Welcome New Member
    • Forgot Password
    • Change Password
    • Case Comment
    • User Lockout
    • One-Time Password

  • Email templates are used to serve different purposes.

  • Sender information such as name and email address can be set.

  • Email branding can be set as well, such as custom logo and footer text. If none is specified, it will be defaulted to Salesforce's own footer and image.

  • Welcome New Member email is optional.

    • The welcome email can be set to expired in 1 day, 7 days or 180 days in Setup > Communities Settings.
    • If the welcome email is disabled, the login information must be manually provided to the users.
    • NOTE: if a user is part of 3 communities, then the user will receive 3 separate emails for each community.
    • NOTE: only the first email that is sent will include the username.
    • NOTE: emails will be sent once the community is activated, or whenever a new member is added.

Multilingual Capabilities

  • Multiple languages can be set in Experience Builder > Settings > Languages:
    experience-builder-settings-languages-1
  • Default community language must be set before adding more different languages.
  • For each added language, Fallback Language can be set in case the translation is unavailable.
  • Currently, Salesforce supports up to 18 different languages.
  • Language Selector component can be used to display the page in different languages.
    • NOTE: language selector will only be visible for guest users since logged in users default to the language in their profiles.
  • The default community can be set in user profile:
    default-community-in-user-profile
  • Language must be set as Active in order to use in community.
  • Google Cloud Translation API can be used to translate feeds, such as: individual questions, posts, comments, answers, and replies. (over 50+ languages translatable)
  • Translate with Google menu appears on all feed items in your community.
  • For community members, the default language comes from the locale that's set on the user's profile. For guest users, it comes from the locale that's set in the user's browser.

Salesforce Product Integration

  • Sales Cloud Integration:
    • Manage relationships with customers and partners
    • Sales objects such as Account, Oportunity, Lead, Product can be exposed to customers or partners.
    • Web-to-Lead form can be added to the page
  • Service Cloud Integration:
    • Engage and support with customers
    • Service features can be added, such as Live Chat, Work Orders and etc.
    • Web-to-Case form can be added to the page
    • Questions can be escalated into cases automatically, criteria can be set such as detecting specific keywords.
  • Marketing Cloud Integration:
    • Journeys can be triggered based on events or created for specific audiences.
    • Follow-up emails can be sent to customer.
  • Salesforce CPQ Integration:
    • Business related to CPQ can be exposed to customers, such as Contracts, Producsts, Quotes, etc.
    • Customers are allowed to purchase new products and place new orders in community.
  • Einstein Analytics Integration:
    • Analytics dashboards can be exposed to customers for data overview and analysis.
  • Commerce Cloud Integration:
    • Features related to commerce are available, such as placing orders, view past orders, re-order products, and etc.

Well, that's all about it! I will see you in next post! See ya!

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