Set Up and Manage Salesforce

Communities
Salesforce, Winter ’19

@salesforcedocs
Last updated: November 19, 2018
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CONTENTS

Set Up and Manage Salesforce Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Salesforce Communities Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Plan Your Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
How Communities Use Lightning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Browser Support for Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Access Communities in the Salesforce App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Lightning Communities Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Communities Usage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Setting Up a Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Enable Salesforce Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Manage Your Community with Community Workspaces . . . . . . . . . . . . . . . . . . . . . . . 17
Access Community Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Update Org-Wide Community Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Community Setup Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Customize Login, Self-Registration, and Password Management for Your Community . . . 85
Enable Other Salesforce Features in Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Deploy a Community from Sandbox to Production . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Community Security and Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Enable Clickjack Protection in Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Authenticate Community Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Encrypt Community Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Content Security Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Plan Your Community Design Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Choosing Between Lightning Communities and Salesforce Tabs + Visualforce
Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Use Visualforce and Salesforce Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Override Default Pages in Your Community with Custom Pages . . . . . . . . . . . . . . . . . . . . . 155
Use a Custom Page for Service Unavailability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Use a Custom Community Home Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Add Custom Pages That Don’t Require Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Which Community Template Should I Use? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
The Customer Account Portal Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
The Partner Central Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
The Customer Service Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
The Build Your Own Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Objects Supported by Out-of-the-Box Components and Pages in Community
Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Customer Service Community Setup Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Contents

Migrate a Koa or Kokua Template Community to a New Template . . . . . . . . . . . . . . . 174

Which Components Can I Use with Each Template? . . . . . . . . . . . . . . . . . . . . . . . . . 176
Customize Communities with Community Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Community Builder Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Manage Your Community’s Pages and Their Properties in Community Builder . . . . . . . 384
Share More Salesforce Object Data in Your Community . . . . . . . . . . . . . . . . . . . . . . . 413
Track Community Users with Your Google Analytics Tracking ID . . . . . . . . . . . . . . . . . 420
Multilingual Communities Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
Improve Community Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
Analyze and Improve Community Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
Community Cloud Content Delivery Network Considerations . . . . . . . . . . . . . . . . . . . 433
Set Up the Community Cloud Content Delivery Network . . . . . . . . . . . . . . . . . . . . . . . 434
Improve Community Performance with Browser Caching . . . . . . . . . . . . . . . . . . . . . 436
Progressive Rendering Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
Progressive Rendering Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438
Prioritize Component Display Order with Progressive Rendering . . . . . . . . . . . . . . . . . 439
CMS for Community Cloud (Beta) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
Start Using Content Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
Creating Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445
Organizing Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453
Add Your Content to Your Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
Connect Your Content Management System to Your Community . . . . . . . . . . . . . . . . . . . . 474
Before Using CMS Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
Create a CMS Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
Edit a CMS Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
Connect JSON Content from Your CMS to Your Community . . . . . . . . . . . . . . . . . . . . . 482
Use Personalized Content in CMS Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
Change the Load Order of CMS Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
Lightning Bolt for Salesforce: Build Once, Then Distribute and Reuse . . . . . . . . . . . . . . . . . . 485
Create a Lightning Bolt Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488
Export a Customized Lightning Community Template in a Lightning Bolt Solution . . . . . . 489
Export a Customized Community Theme in a Lightning Bolt Solution . . . . . . . . . . . . . . . 491
Export a Customized Community Page in a Lightning Bolt Solution . . . . . . . . . . . . . . . 493
Add Flows to a Lightning Bolt Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
Export and Packaging Considerations for Lightning Bolt Solutions . . . . . . . . . . . . . . . . 495
Requirements for Distributing Lightning Bolt Solutions . . . . . . . . . . . . . . . . . . . . . . . . 497
Package and Distribute a Lightning Bolt Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
Community Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 499
Community Managers, Moderators, and Admins Working Together . . . . . . . . . . . . . . 499
Measure Community Success with Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
Community Cloud and Marketing Cloud Integration with Journey Builder . . . . . . . . . . . . . . . 512
Community Journey Data Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
Email Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
Triggering Journeys Based on Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 515
Contents

Triggering Journeys Based on Audiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 515

Determine If an Object Can Trigger Journeys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516
Sync an Object to the Marketing Cloud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516
Community Objects for Creating Member Journeys . . . . . . . . . . . . . . . . . . . . . . . . . . 517
Insights for Community Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518
Enable and Map Engagement Insights for Community Managers . . . . . . . . . . . . . . . . 520
Create Your Own Insights for Your Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521
Create Custom Actions for Community Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
View and Customize Engagement Insights for Your Community . . . . . . . . . . . . . . . . . 526
Community Moderation Strategies and Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527
Track Community Activity with the Moderation Overview Page . . . . . . . . . . . . . . . . . . 529
Enable Members to Flag Items in Your Community . . . . . . . . . . . . . . . . . . . . . . . . . . 530
Community Moderation Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530
Community Moderation Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
Review and Approve Posts and Comments in Your Community . . . . . . . . . . . . . . . . . . 541
Moderate Flagged Posts and Comments in Your Community . . . . . . . . . . . . . . . . . . . 542
Moderate Flagged Discussions in Your Community . . . . . . . . . . . . . . . . . . . . . . . . . 544
Moderate Flagged Files in Your Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546
Moderate Flagged Direct Messages in Your Community . . . . . . . . . . . . . . . . . . . . . . 547
Moderate Flagged Private Messages in Your Community . . . . . . . . . . . . . . . . . . . . . 548
Set Up Apex Triggers for Flagging Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549
Community Pulse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550
Communities Moderation Limits and Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551
Organize Communities with Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551
Manage Topics in Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555
Automatically Assign Topics to Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
Set Up Featured Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558
Set Up Navigational Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
Set Up Content Topics (Beta) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 560
See Your Community’s Topics and Subtopics in One Place . . . . . . . . . . . . . . . . . . . . . 560
Add Topics to Articles or Remove Them . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562
Translate Topics Names and Descriptions for Communities with International
Audiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
Customize Recommendations in Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
Create Targeted Audiences for Your Community Recommendations . . . . . . . . . . . . . . 566
Gamification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566
Recognition Badges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567
Reputation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 577
Community Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Report on Communities with the AppExchange Packages for Community
Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 584
Service Community Scorecard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 647
Set Up Report Management for External Users—Create and Edit Reports . . . . . . . . . . . 649
Track Community Activity with Custom Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 650
Contents

Communities Report and Dashboard Considerations . . . . . . . . . . . . . . . . . . . . . . . . 652

Allow External Users to Report on Tasks and Events . . . . . . . . . . . . . . . . . . . . . . . . . 653
Google Analytics™ for Salesforce Communities Package . . . . . . . . . . . . . . . . . . . . . . 654
Manage Partner Relationships in Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 666
Partner Central—Build Lightning Partner Communities . . . . . . . . . . . . . . . . . . . . . . . 667
Create a Partner Community with Partner Central—Setup Tasks . . . . . . . . . . . . . . . . . 668
Configure Features with Guided Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 669
Enable Partner Functionality in Your Org . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 675
Migrate from a Partner Portal to a Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 676
Prep Your Org for a Partner Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 677
Manage Channel Partnerships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 694
Lead Distribution and Deal Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 697
Market Development Funds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 706
Reach More Customers with Channel Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . 718
Track Performance with Partner Scorecard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 721
Manage Customer Relationships with the Community Cloud . . . . . . . . . . . . . . . . . . . . . . . 724
Build a Portal with the Customer Account Portal Solution . . . . . . . . . . . . . . . . . . . . . . 725
Create a Customer Account Portal—Setup Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . 726
What’s Your Customer Account Portal Strategy? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 727
Extend Salesforce to Customers with the Correct Licenses . . . . . . . . . . . . . . . . . . . . . 727
Give Customers Access to Your Knowledge Base Through Help Center . . . . . . . . . . . . . . . . 727
Help Center Setup Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 729
Create a Help Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
Help Center Template Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732
Change from Help Center to a New Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 733
Educate Your Users About Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 734
Switching Between Your Salesforce Org and Your Communities . . . . . . . . . . . . . . . . . 735
Share Personal Contact Information Within Communities . . . . . . . . . . . . . . . . . . . . . . 737
Search Behavior in Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 739
Manage Your Community Email Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 741
Chatter in Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742
Community Cloud Cookies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 767
Communities Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 768

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 769
SET UP AND MANAGE SALESFORCE COMMUNITIES

Communities are branded spaces for your employees, customers, and partners to connect. You can
EDITIONS
customize and create communities to meet your business needs, then transition seamlessly between
them. Available in: Salesforce
You can use Communities to: Classic (not available in all
orgs) and Lightning
• Drive more sales by connecting your employees with your distributors, resellers, and suppliers
Experience
• Deliver world-class service by giving your customers one place to get answers
Available in: Enterprise,
• Manage social listening, content, engagement, and workflow all in one place
Performance, Unlimited,
Base your community on one of our preconfigured Lightning Community templates with and Developer Editions
drag-and-drop components, or on standard Salesforce functionality and tabs. With Communities,
you can share a subset of features and data from your internal Salesforce org, and customize your
community to use your company branding.
Communities live inside your org and can be easily accessed from the App Launcher in Lightning Experience or the global header in
Salesforce Classic.
Check out Communities and Community Users in Your Salesforce Org, a quick video about how communities live in an org, the differences
between community licenses, and how Salesforce accounts and community users are associated with one another.

IN THIS SECTION:
Salesforce Communities Overview
Communities are a great way to share information and collaborate with people outside your company who are key to your business
processes, such as customers, partners, or employees. Whether you call it a portal, a help forum, a support site, HR central, or something
else, an online community is a great place to connect with the important folks in your life in a new and different way. Use easy
point-and-click branding tools with ever-evolving Lightning templates or go with Visualforce to create branded collaboration spaces.
Setting Up a Community
Setting up a community includes a series of tasks that you must perform in Salesforce setup and in the community itself. From
enabling communities to setting up user profiles for community membership and designing your community, we’ve got you covered!
Community Security and Authentication
You can help keep your community more secure by enabling clickjack and other protections, authenticating users, and encrypting
some of the community's data.
Plan Your Community Design Strategy
Which Community Template Should I Use?
Community templates let you build responsive communities for delivering rich, branded spaces for your customers and partners.
Customize Communities with Community Builder
Use templates to quickly set up a community and then customize it with your company’s branding, share Salesforce records with
community members, and work with them in a collaborative space that meets your needs.
Improve Community Performance
Use the Community Page Optimizer to analyze community performance. Use the Community Cloud Content Delivery Network (Beta)
and browser caching to improve page load times.

1
Set Up and Manage Salesforce Communities

CMS for Community Cloud (Beta)

CMS for Community Cloud collects all the content creation and management features in your community. A CMS, or content
management system, lets you create and manage content from a single location, and then use that content in multiple places
around your community.
Connect Your Content Management System to Your Community
Do you have a website built in a content management system (CMS)? You can connect your CMS content to your community for
consistent branding, reuse of material, and ease of maintenance.
Lightning Bolt for Salesforce: Build Once, Then Distribute and Reuse
Lightning Bolt for Salesforce lets you quickly build and distribute industry-specific Lightning Bolt Solutions to jump-start new org
capabilities. Save time by building once and then reusing. Whether it’s for your own org or you’re a consulting partner or ISV, you
can reduce the time required to implement solutions and cut development costs.
Community Management
Community Management is your one-stop shop for administering, managing, and moderating your community.
Community Cloud and Marketing Cloud Integration with Journey Builder
With the Marketing Cloud Journey Builder, create personalized journeys for your community based on triggering events or geared
for specific audiences. Greet new members with rich content emails, send reminders to members who need profile pics, or schedule
follow-up emails for members who log a case. To use this feature, you must have both Communities and Marketing Cloud licenses.
Insights for Community Engagement
Insights are reports that help your community managers monitor activity and take action on that activity. Insights make it easier to
manage day-to-day moderation tasks, encourage community engagement, and drive member adoption. You can set up Insights
to monitor new members, unanswered questions, newly created groups, trending topics, and even recent Chatter contributions.
Community Moderation Strategies and Tools
Community moderation allows you to empower members of your community to monitor content and ensure that it’s appropriate
and relevant. Set up rules to automate moderation and do the heavy lifting for you.
Organize Communities with Topics
Navigational, featured, and content topics are a fantastic way to organize information and content in a community. Use topics to
structure your community content or highlight key discussions. You can create topics or use the topics that organically emerge from
community member posts.
Customize Recommendations in Communities
Create recommendations to drive engagement for your community, encouraging users to watch videos, take trainings, and more.
Target specific audiences and use channels to specify locations for the recommendations.
Gamification
Use gamification tools, like Recognition Badges and Reputation, to keep your members engaged in your community.
Community Reporting
Use community reporting to see short-term and long-term trends in various areas of your community. The preconfigured AppExchange
package makes reporting a snap for community managers. You can also give the power of reporting to your community members.
Educate Your Users About Communities
Tell community members what to expect from their community experience.

2
Set Up and Manage Salesforce Communities Salesforce Communities Overview

Communities Resources

SEE ALSO:
Plan Your Implementation
Enable Salesforce Communities
Create Communities
Manage Your Community
Communities Resources

Salesforce Communities Overview

Communities are a great way to share information and collaborate with people outside your
EDITIONS
company who are key to your business processes, such as customers, partners, or employees.
Whether you call it a portal, a help forum, a support site, HR central, or something else, an online Available in: Salesforce
community is a great place to connect with the important folks in your life in a new and different Classic (not available in all
way. Use easy point-and-click branding tools with ever-evolving Lightning templates or go with orgs) and Lightning
Visualforce to create branded collaboration spaces. Experience
You can create multiple communities within your organization for different purposes. For example, Available in: Enterprise,
you could create a customer support community to reduce support costs, or a channel sales Performance, Unlimited,
community for partner deal support, or you could have a community dedicated to an upcoming and Developer Editions
event.

Base your community on one of our preconfigured Lightning Community templates with drag-and-drop components, or on standard
Salesforce functionality and tabs. With Communities, you can share a subset of features and data from your internal Salesforce org, and
customize your community to use your company branding.

3
Set Up and Manage Salesforce Communities Salesforce Communities Overview

Learn About Communities

Before you create a community, we recommend going over a few key concepts in Trailhead.
• Community Basics
• Community Rollout Strategy
• Communities and Community Users in Your Salesforce Org

Create, Design, and Manage Communities

• Set Up and Manage Communities (PDF)
• Community Managers Guide (PDF)
• Report on Communities with the AppExchange Packages for Community Management
• Google Analytics™ for Salesforce Communities Package
• SEO Best Practices

Limitations, Supported Browsers, Mobility

• Communities User Licenses
• Browser Support for Communities
• Access Communities in the Salesforce App

Advanced Community Customization

• Lightning Communities Developer Guide
• Build a Custom Theme Layout Component for Lightning Communities (Trailhead Project)
• Lightning Component Developer Guide
• Visualforce Developer Guide
• Visualforce Component Reference

AppExchange Packages to Use with Communities

• Community Management Package for Communities with Chatter
• Community Management Package for Communities without Chatter

Going From Portals to Communities

• Migrating from Portals to Communities (PDF)
• Create and Manage Partner Portals (PDF)

Stuck? Ask for Help in a Trailblazer Community

• Community Cloud
• Community Implementation

4
Set Up and Manage Salesforce Communities Plan Your Implementation

• Community Management

IN THIS SECTION:
Plan Your Implementation
It helps to make a few key decisions well in advance of setting up your community and customizing it.
Prerequisites
How Communities Use Lightning
There’s lots of Lightning striking Salesforce these days and it can be tricky to know how it all works together. Here's the rundown.
Browser Support for Communities
Communities browser support varies by the device on which you access the community and the community template.
Access Communities in the Salesforce App
Accessing communities from the Salesforce mobile app depends on several factors, including the type of template used to create
the community and the licenses and permissions of community members.
Lightning Communities Limitations
Be aware of the limitations that apply to Lightning communities such as Customer Service and Partner Central.
Communities Usage Allocation
Communities usage is governed by daily, monthly, and yearly allocations. Understanding these allocations is important to the success
of your communities. Salesforce provides tools to help you monitor communities usage so that you can avoid exceeding these
allocations, or purchasing overages when needed.

Plan Your Implementation

It helps to make a few key decisions well in advance of setting up your community and customizing it.
• Determine the business requirements of the community. What types of users are you creating the community for? You could start
by identifying the main use cases you want to support, such as customer support, self-service, or marketing.
• Estimate the size of the community. This will help determine your licensing requirements.
• Decide if you want your community content to be publicly available to guest users without licenses
• Plan the look-and-feel of your community and then evaluate the available customization options. With Communities, you have the
following choices:
– Lightning Communities: Community Builder comes with rich, responsive templates for communities targeted at customer
support scenarios. Templates offer easy customization via an intuitive GUI and allow for a quick rollout of your community. This
option doesn’t require programming experience or knowledge of the Lightning platform.
– Visualforce + Salesforce Tabs: Communities comes with some out-of-the-box branding themes that you can use along with
standard Salesforce tabs in your community. In addition, you can use Visualforce to extensively customize your community’s
appearance and leverage all the capabilities of the Lightning platform. This option requires programming capabilities.

SEE ALSO:
Choosing Between Lightning Communities and Salesforce Tabs + Visualforce Communities

Prerequisites
Before you enable Communities:

5
Set Up and Manage Salesforce Communities How Communities Use Lightning

• Ensure that your organization has Communities licenses. From Setup, enter Company Information in the Quick Find
box, then select Company Information. Your licenses are listed near the bottom of the page.
• Enable the global header for employees or internal users in your organization that you plan to add as members of your community.
The global header lets you easily switch back and forth between your internal organization and your community. Note that the
global header introduces some navigation and look-and-feel changes that will be unfamiliar to your users, so plan to alert them
ahead of time.

How Communities Use Lightning

There’s lots of Lightning striking Salesforce these days and it can be tricky to know how it all works
EDITIONS
together. Here's the rundown.
What is Salesforce Lightning? Available in: Salesforce
Classic (not available in all
Lightning includes a new experience, framework, and ecosystem. Lightning makes it easier to
orgs) and Lightning
build responsive applications for any device.
Experience
Lightning includes these technologies:
Available in: Enterprise,
• Lightning Component Framework, which gives you a client-server framework that Performance, Unlimited,
accelerates development, and app performance. and Developer Editions
• The Lightning App Builder lets you build Lightning pages visually, without code, using
standard and custom Lightning components. You can make your Lightning components
available in the Lightning App Builder, so administrators can build custom user interfaces without code.
• The Community Builder is like the Lightning App Builder, except that it’s used to design and build communities using Lightning
components. Just like the Lightning App Builder, you can use standard or custom components so administrators can create
community pages with point-and-click customization.
Some Salesforce products built with the Lightning framework include Lightning Experience, the Salesforce app, and the various
Lightning-based community templates (like Customer Service, Partner Central, and Aloha) and Lightning Bolt Solutions.
What is Lightning Experience?
Lightning Experience is the name of for the desktop user experience, intended for internal Salesforce users only. For more information,
see the Lightning Experience section in Help & Training.
When people talk about “Lightning communities”, what do they mean?
Lightning in the context of communities means the use of Lightning components to build communities. This is done through
out-of-the-box templates, such as Customer Service, Partner Central, or Lightning Bolt Solutions.
How is the Lightning framework used in communities?
Lightning communities and Lightning Experience use the same underlying Lightning framework technology—but it isn’t necessary
to enable Lightning Experience to use Lightning communities.
Think of it this way: You have a dishwasher and a washing machine in your house. Can you turn one on without the other? Of course.
Sure, they have a few things in common: They both need electricity to work, they both live in your house, and have the word “wash”
in their names. But they run independently of one another.

6
Set Up and Manage Salesforce Communities How Communities Use Lightning

Here are some common questions (and answers!) to consider when you're thinking of using Lightning component-based community
templates.
Do I need to turn on Lightning Experience in my internal org to use Lightning communities?
No! You don’t need to enable Lightning Experience to use Lightning communities, such as Customer Service, Partner Central, and
Lightning Bolt Solutions. Lightning communities use the same underlying technology as Lightning Experience, but are independent
of one another.
If I turn on Lightning Experience in my internal org, can I still use the Salesforce Tabs + Visualforce template for a community?
Yes! Turning on Lightning Experience for your internal users has no impact on what template you use in our external-facing
communities.
Creating a community is essentially like building a web site. You can build it with the Lightning framework or with Visualforce and
the Lightning Platform. The UI enabled in your internal Salesforce org makes no difference to what UI technology you use for your
community.
If I build a custom Lightning component for the Lightning App Builder, can I use it in Community Builder?
Yes! See the Lightning Communities Developer Guide for more information.
Can I enable Lightning Experience for my Salesforce Tabs + Visualforce communities?
No. By definition, a Salesforce Tabs + Visualforce community uses Visualforce and the Lightning Platform technology under the
hood. There's no toggle in a Salesforce Tabs + Visualforce community that allows you to switch to Lightning technology. Also,
remember that Lightning Experience is a user experience that’s for internal Salesforce users only.
If you want a community with the Lightning look and feel, create a community with a template that uses Lightning technology.
If I turn on Lightning Experience in my internal Salesforce org, are there communities-related features that I can't use?
Switch to Salesforce Classic for the following functionality:
• The global header

Note: To switch between your org and communities in Lightning Experience orgs, use the App Launcher.

• Using delegated administration

Note: Community managers, with Create and Set Up Communities permission, can log in to any community as a portal
user, as long as the portal user is a member of it. Internal users without Create and Set Up Communities permission, can
log in as portal or community users only in active or preview communities that they and the portal users are members of.

• Cloning or creating email templates as a Partner Community or Customer Community Plus user.

Note: Most of the Communities functionality that is not supported in Lightning Experience affects only Salesforce admins,
which doesn’t prevent you from enabling Lightning Experience in your org. You can always enable Lightning Experience for
most profiles in your Salesforce org, and give the System Admin profile the option to switch to Salesforce Classic.

SEE ALSO:
Choosing Between Lightning Communities and Salesforce Tabs + Visualforce Communities

7
Set Up and Manage Salesforce Communities Browser Support for Communities

Browser Support for Communities

Communities browser support varies by the device on which you access the community and the
EDITIONS
community template.
Available in: Salesforce
Classic (not available in all
Salesforce Tabs + Visualforce
orgs) and Lightning
Salesforce Tabs + Visualforce communities are supported on all desktop browsers supported by Experience
Salesforce. These communities are also accessible from the Salesforce app.
Available in: Enterprise,
Performance, Unlimited,
Lightning Communities and Developer Editions

Lightning communities, such as Customer Service, Partner Central, and Aloha, are supported on
the following browsers.
On Desktop Computers

Platforms Apple Safari Google Chrome™ Microsoft® Edge Microsoft® Mozilla® Firefox®
(Latest Version) (Latest Version) (Windows® 10 Internet (Latest Version)
only) Explorer® 11
Apple® Mac OS®
Desktop

Microsoft® Windows® (1)

Desktop

Note: (1) While supported for viewing communities, it is strongly recommended that you do not use Internet Explorer 11 with
Community Builder.
On Mobile Devices

Platforms Apple Safari Google Chrome™ Microsoft® Microsoft® Edge Mozilla® Firefox®
(Latest Version) (Latest Version) Internet (Windows® 10 (Latest Version)
Explorer® 11 only)
Android™ Phone and
Tablet

iOS Phone and

Tablet

Windows® 8 Phone

Windows® 10 Phone

8
Set Up and Manage Salesforce Communities Access Communities in the Salesforce App

Note: Community Workspaces is only supported by browsers that support Lightning Experience.

SEE ALSO:
Supported Browsers for Salesforce Classic
Supported Browsers for Lightning Experience

Access Communities in the Salesforce App

Accessing communities from the Salesforce mobile app depends on several factors, including the
EDITIONS
type of template used to create the community and the licenses and permissions of community
members. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Grant the Necessary Permissions Experience
Make sure that community members can access the Salesforce app.
Available in: Enterprise,
• Verify that the app is enabled for your org (default) or enable it. From Setup, enter Settings Performance, Unlimited,
in the Quick Find box, then select Salesforce Settings. and Developer Editions
• Set up access to the Salesforce mobile web for external users in your community. On each
external user record, select Mobile User. (When the mobile web is enabled for your internal
org, only internal users are automatically assigned the Mobile User setting.)
Without this setting, community members must append /one/one.app to the community URL (for example,
https://universaltelco.force.com/customer/one/one.app) to access the community via Salesforce mobile
web.

• Allow community access via the Salesforce for Android and Salesforce for iOS by granting the “API Enabled” profile permission to
external users with communities licenses.

Salesforce Tabs + Visualforce Communities

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

9
Set Up and Manage Salesforce Communities Access Communities in the Salesforce App

Type of User Salesforce Mobile Web Salesforce for iOS Salesforce for Android
Users with standard Log in to Salesforce from a Log in to the app. Use the Log in to the app. Use the
Salesforce licenses supported mobile browser. Then switcher at the top of the switcher at the top of the
Internal org users who are also use the switcher at the top of the navigation menu and select a navigation menu and select a
in a community navigation menu and select a community. community.
community.

External users with the Navigate to the community URL On the Salesforce app login On the Salesforce app login
following community and log in with the community screen, tap . Add the screen, tap . Add the
licenses: credentials. If the community URL community as a new community as a new connection,
• Customer Community doesn’t contain one/one.app, connection, using the using the community URL for the
append it to the URL. community URL for the host host name:
• Customer Community Plus
name: (<domainname>.force.com/
• Partner Community (<domainname>.force.com/ <path-prefix>).
• Customer Portal <path-prefix>). Then, select the community
• Partner Portal Then, select the community connection and log in with the
• High-Volume Portal User connection and log in with the community credentials.
• Lightning External Apps community credentials.
• Lightning External Apps
Plus

Unlicensed users (also Navigate to the community URL. Not supported Not supported
known as guest users) Guest users can only access public
community content that doesn’t
require them to log in.

Lightning Communities
Lightning communities aren’t supported in the Salesforce app because their styling doesn’t display well. These communities are
mobile-responsive and it’s best to access them directly from a supported mobile browser using the community URL.

Community Management, Community Workspaces, and Community Builder

Community Management and Community Workspaces aren’t available. We recommend that you use the supported browsers on desktop
computers to make customizations in Community Management, Community Workspaces, and Community Builder.

IN THIS SECTION:
Salesforce App Settings for Communities
Easily link to Visualforce pages from other Visualforce pages in the Salesforce app by selecting the checkbox under Salesforce
Settings for Communities in Communities Settings.

SEE ALSO:
Requirements for the Salesforce App
Salesforce App

10
Set Up and Manage Salesforce Communities Lightning Communities Limitations

Salesforce App Settings for Communities

Easily link to Visualforce pages from other Visualforce pages in the Salesforce app by selecting the
EDITIONS
checkbox under Salesforce Settings for Communities in Communities Settings.

Example: Salesforce Communities

available in: Salesforce
Classic

Salesforce Communities
Setup available in:
Salesforce Classic and
Lightning Experience

Available in: Enterprise,

Performance, Unlimited,
Note: The setting keeps the Apex prefix in all your community URLs.
and Developer Editions

USER PERMISSIONS
Lightning Communities Limitations
To edit Communities
Be aware of the limitations that apply to Lightning communities such as Customer Service and
settings:
Partner Central.
• Customize Application
General Limitations
• Lookup fields aren’t supported for custom objects or in template-based communities created
before Spring ‘16.
• In multilingual communities, the login page for the community appears in the default language for the community. To create login
pages in other languages, use custom Visualforce pages.
• Google reCAPTCHA only works when access to Google web traffic is allowed. Causes for these disruptions vary, and can include
network outages or government-mandated blocks. If a large percentage of your community is blocked from Google web traffic,
consider requiring users to log in to post to the community.
• The Create New option for lookups isn’t supported in Customer Service communities. Also, only external users (not guest users) can
access asset lookup fields.
• For templates that use data categories, like Koa and Kokua, only one category group can be active at a time. Each group can have a
maximum of five hierarchy levels in each group.

Note: The Koa and Kokua templates are starting a phased retirement. In Summer ’17, you can no longer use these templates
to create communities. Salesforce still supports existing communities that were built using Koa and Kokua. To create a community
based on Koa or Kokua, contact Salesforce Support. However, we recommend that you work with Salesforce Support on a
plan to replace your existing Koa and Kokua communities. New Lightning communities provide richer support for Knowledge
and case management.

• For guest users, case validation doesn’t run when cases are submitted through the Contact Support component. Validation runs
once the submission is processed in the queue. Salesforce recommends writing custom client-side validation or writing custom
Apex before inserting triggers to sanitize the case content.
• Partner and customer users can’t be added to account teams.
Partner Communities
• Partner Central doesn’t support the language picker.
• To protect your sales data, we disable guest user access for the navigation menu in Partner Central by default.

11
Set Up and Manage Salesforce Communities Communities Usage Allocation

• Partner Central doesn’t provide out-of-the-box self-service customer support features, such as navigational topics, articles, and the
search publisher. To extend support to your partners, consider exposing cases in your community and creating a quick action button
for creating cases.
• You can’t export communities built on Partner Central as Lightning Bolt solutions. You can export individual pages, but not the entire
community.
Browser Limitations
• Mobile devices using the BlackBerry or Microsoft Windows operating systems aren’t supported.
• Internet Explorer versions before 11 aren’t supported. We’ve created a page that automatically lets your users know that they must
either upgrade or use a newer browser.
You can also redirect to your own page that informs users that those browsers aren’t supported. Create a file such as
ieRedirect.js and include it in the header script section of the Site.com page. Make sure that the file contains the following
code:
if (window.attachEvent && !window.addEventListener) {
window.location = '<your redirect page>';
}

• Only the latest versions of Chrome, Firefox, and Safari (on Mac OS) are supported.

Note: For the list of Salesforce supported browsers, see the section on supported browsers in Salesforce Help.

Communities Usage Allocation

Communities usage is governed by daily, monthly, and yearly allocations. Understanding these
EDITIONS
allocations is important to the success of your communities. Salesforce provides tools to help you
monitor communities usage so that you can avoid exceeding these allocations, or purchasing Available in: Salesforce
overages when needed. Classic (not available in all
orgs) and Lightning
Edition Bandwidth Allocation Service Request Time Maximum Experience
(per rolling 24-hour (per rolling 24-hour Page Views
period per community) period per site) Available in: Enterprise,
Performance, Unlimited,
Developer Edition 500 MB 10 minutes N/A and Developer Editions
Enterprise Edition 1 GB for sandbox 30 minutes for sandbox 500,000
40 GB for production 60 hours for production

Unlimited Edition 1 GB for sandbox 30 minutes for sandbox 1,000,000

Performance 40 GB for production 60 hours for production
Edition

Bandwidth
The number of megabytes served and received from both the community’s origin server and the cache server. The origin server
refers to the Web server that hosts your community site. The cache server refers to the CDN server that serves your cache community
site pages. This allocation is only calculated for non-authenticated community users.“Rolling 24-hour period” refers to the 24 hours
immediately preceding the current time.

12
Set Up and Manage Salesforce Communities Communities Usage Allocation

Service Request Time

The total server time in minutes required to generate pages for the community. This allocation is only calculated for non-authenticated
community users.
“Rolling 24-hour period” refers to the 24 hours immediately preceding the current time.
Page View
A request from a non-authenticated community user to load a page associated with your community. Requests from authenticated
community users are not counted as page views. Cached page views are also counted.
Requests that Count as Page Views
Requests for the following are counted as page views:

Requests for... Example

Your community domain http://mycommunity.force.com

Your custom community web address http://mycommunity.com

Any page associated with your community http://mycommunity.force.com/mypage

http://mycommunity.com/mypage

Requests that Do Not Count as Page Views

Requests for the following are not counted as page views:

Requests for... Example

Authorization Required error page http://mycommunity.force.com/unauthorized

AJAX requests: • Apex: RemoteAction

• JavaScript remoting • Visualforce: <apex:actionFunction>
• Visualforce

Resources loaded on the page, such as robots.txt or the http://mycommunity.force.com/robot.txt

favorite icon
http://mycommunity.com/favicon

Attachments and documents

Error pages, apart from Authorization Required, such as Limit http://mycommunity.force.com/BandwithExceeded

Exceeded and Maintenance

Tab clicks within a page

Images included in an HTML field http://mycommunity.force.com/servlet/rtaImage

Custom file field http://mycommunity.force.com/servlet/fileField

System pages associated with your community, such as the login, http://mycommunity.com/login
logout confirmation, and forgot password pages

API REST calls http://mycommunity.force.com/Service/apexrest

13
Set Up and Manage Salesforce Communities Communities Usage Allocation

Page View Allocations

The following table lists community page view allocations for each edition. This allocation applies to all the communities in your
org.

Edition Maximum Number of Communities Maximum Page Views

Enterprise Edition 100 500,000/month

Unlimited Edition 100 1,000,000/month

Performance Edition

A few things to bear in mind with page view allocation:

• Your org’s page view entitlement is the sum of page views included in the edition plus any additional page views purchased
from Salesforce.
• Salesforce calculates page view overages by looking at a 12-month look-back period. If your community page views exceed the
org allocation for page views, contact Salesforce to understand how to buy overages. Community members and unauthorized
users can still access your community, even if your org goes over its page view allocation.
Let’s look at Acme Enterprises, which has set up a customer community. Their Enterprise Edition org includes 500,000 page views
per month. Acme expects its community to take off, so they purchase another 500,000 page views per month. Their total page view
entitlement is 1 million page views per month. So, over the course of a 12-month look back period, Acme’s community can have
12 million page views (that’s 12 x 1 million page view allocation).
The community has a spike in usage for a month, and goes over its 1 million allocation. Is Acme charged an overage? No, because
the next month the community has fewer than 1 million page views. It all averages out when the calculation is made at the end of
the 12-month look back period. In short, the community has to average 1 million page views per month over the course of a 12-month
look back period to remain below its allocation.
Monitoring Usage
Accurately monitor your community’s page view usage with the Page Views - Monthly Trend report, found in Community Management
Package for Communities from the AppExchange. Install the package that is right for your communities:
• Community Management Package for Communities with Chatter
• Community Management Package for Communities without Chatter
You can also see page view usage in your org’s Company Information section. In Setup, enter Company Information in the
Quick Find box and click Company Information.

Note: The page view allocation found under Usage-Based Entitlement may not reflect the correct allocation for your Salesforce
edition.
API Usage Allocation in Communities
Communities API usage limits listed here are in addition to your Salesforce org's API limits.

14
Set Up and Manage Salesforce Communities Setting Up a Community

Customer Customer Partner Lightning Lightning

Community Community Plus Community Platform Starter Platform Plus
API Calls per Day 0 200 per member 200 per member 200 per member for 1000 per member
(member-based (member-based Enterprise Edition for Enterprise
license) license) orgs Edition orgs
10 per member 10 per member 200 per member for 5000 per member
(login-based (login-based Unlimited Edition for Unlimited
license) license) orgs Edition orgs

Setting Up a Community
Setting up a community includes a series of tasks that you must perform in Salesforce setup and
EDITIONS
in the community itself. From enabling communities to setting up user profiles for community
membership and designing your community, we’ve got you covered! Available in: Salesforce
Classic (not available in all
IN THIS SECTION: orgs) and Lightning
Experience
Enable Salesforce Communities
Enabling Salesforce Communities is the first step to creating communities. Available in: Enterprise,
Performance, Unlimited,
Manage Your Community with Community Workspaces
and Developer Editions
Community Workspaces is your one-stop shop for building, setting up, and monitoring your
community. You can access the Community Builder and Administration workspaces to manage
your community’s setup and branding. Community managers can view dashboards for groups, members, feed activity, and license
usage, and manage the community’s reputation system. Moderators can see which items have been flagged for review.
Access Community Workspaces
The streamlined Community Workspaces centralizes community moderation, building, and administration. Access Community
Builder, administration, dashboards, and other features from one place.
Update Org-Wide Community Settings
Update org-wide settings for objects, sharing rules, roles, and permissions that affect community users as well.
Community Setup Basics
Setting up a community involves adding members, defining what records are shown in your community and to whom, branding,
and enabling other features such as SEO.
Customize Login, Self-Registration, and Password Management for Your Community
Configure the default login, logout, password management, and self-registration options for your community. Or customize the
behavior with Apex and Visualforce or Community Builder (Site.com Studio) pages. You can also use dynamic URLs to brand your
pages at run time.
Deploy a Community from Sandbox to Production
We recommend creating, customizing, and testing your community in a test environment first, before you deploy it to your production
org.

15
Set Up and Manage Salesforce Communities Enable Salesforce Communities

Enable Salesforce Communities

Enabling Salesforce Communities is the first step to creating communities.
EDITIONS
Note: After you enable Communities, you can’t disable it.
Salesforce Communities
If your org’s access to Communities is suspended for non-payment, all your communities are available in: Salesforce
deactivated, including the communities in Preview. When Communities is reenabled, all Classic
communities are inactive. You can activate these communities, but you can’t return to the
Preview state. Salesforce Communities
Setup available in:
1. From Setup, enter Communities Settings in the Quick Find box, then select Salesforce Classic and
Communities Settings. Lightning Experience

Note: If you don’t see this menu, Communities might not be available for your Salesforce Available in: Enterprise,
org. Contact your Salesforce account executive. Performance, Unlimited,
and Developer Editions
2. Select Enable communities.
3. Select a domain name for your communities, and click Check Availability to make sure that USER PERMISSIONS
it’s not already in use.
We suggest that you use something recognizable to your users, such as your company name. To enable Communities:
The Communities domain name is the same for all communities. You create a unique URL for • Customize Application
each community when creating it by entering a unique name at the end of the URL. For example,
if your Communities domain name is UniversalTelco.force.com and you’re creating
a customer community, you can enter customers to create the unique URL UniversalTelco.force.com/customers.

Important: You can’t change the domain name after you save it.

You can designate a custom domain by entering it in on the Domain Management page. From Setup, enter Domains in the Quick
Find box, then select Domains.

4. Click Save.
If you have the Create and Set Up Communities permission, you can now create communities.
• In Lightning communities and Lightning Experience, the App Launcher lets members switch between their Salesforce org and
communities that they’re a member of. By default, the App Launcher is hidden in existing communities and displayed in new
communities.
• In Salesforce Tabs + Visualforce communities and Salesforce Classic, the global header lets users switch between their Salesforce
org and communities that they’re a member of.

SEE ALSO:
Can I use the same domain name for my Salesforce Sites and my Communities?
Community Settings
Who Can See What in Communities
Enable the Global Header for Communities
Enable the App Launcher in Lightning Communities

16
Set Up and Manage Salesforce Communities Manage Your Community with Community Workspaces

Manage Your Community with Community Workspaces

Community Workspaces is your one-stop shop for building, setting up, and monitoring your
EDITIONS
community. You can access the Community Builder and Administration workspaces to manage
your community’s setup and branding. Community managers can view dashboards for groups, Available in: Salesforce
members, feed activity, and license usage, and manage the community’s reputation system. Classic (not available in all
Moderators can see which items have been flagged for review. orgs) and Lightning
Experience
Note: You can customize your community at any time, but if you plan on making major
changes, we recommend deactivating the community first. Available in: Enterprise,
To enable Community Workspaces, in Setup, enter Communities Settings in the Quick Performance, Unlimited,
Find box. Under Community Management Settings, select Enable Community Workspaces. and Developer Editions
Community Workspaces is enabled by default for all communities created after Spring ’17.
To go back to Community Manager, in Setup, enter Communities Settings in the Quick USER PERMISSIONS
Find box. Under Community Management Settings, deselect Enable Community Workspaces.
To access Community
Important: The options available in Community Workspaces are based on your community Workspaces or Community
Management:
template selection and preferences. That’s why some options in the following list might not
appear in your community. To display all sections, go to Administration > Preferences, • Access Community
and select Show all settings in Community Workspaces. Management OR
Manage Communities
Community Workspaces includes the following workspaces. OR Create and Set Up
Builder Communities
• AND is a member of the
Community Builder lets you brand and design your community pages. Create and customize community
pages, modify or add Lightning components, customize the community’s navigation menu,
and manage page-level settings. To access moderation rules
and criteria:
Moderation
• Manage Communities
From the Home tab in Moderation, view your community’s home page dashboard and reports OR Create and Set Up
for flagged posts, comments, messages, and files. From the Rules tab, administrators can set Communities
up moderation rules and content criteria for the community. • AND is a member of the
community
Note: If your home page still displays a message to install the Salesforce Communities
Management package, your administrator hasn’t mapped a dashboard yet. To customize administration
settings or use Community
Content Targeting Builder:
Manage your community’s Topics and Recommendations from the Content Targeting workspace. • Create and Set Up
Create a navigation menu and showcase popular topics in your community from the Topics Communities
tab. Drive community engagement from the Recommendations tab. • AND is a member of the
Dashboards community

View dashboards and reports for your community. The administrator sets up dashboards that
display in the Reporting tabs. Monitor activity and take immediate action in your community
from the Engagement tab using Insights.
CMS Connect
Connect your content management system (CMS) to your community. Dynamically render headers, footers, banners, CSS, JavaScript,
and other CMS content on your community pages.

17
Set Up and Manage Salesforce Communities Manage Your Community with Community Workspaces

Administration
From the Administration workspace, you can update the basic setup of your community. Configure preferences, manage community
membership, and select branding properties to apply. Set up reputation levels and points to reward members for activity in the
community feed.
Guided Setup
Configure features with Guided Setup. It walks you through setting up visibility, processes, workflows, record types, layouts, and
assignment rules for Salesforce features. Each setup step gives easy-to-follow directions and navigable links to setup pages.

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

Note: If you set clickjack protection for your community site to the level for the most protection, pages in some workspaces,
including Administration, appear as blank pages. To avoid this problem, use the recommended setting. If you encounter this
issue, in Setup, enter Custom URLs in the Quick Find box, and select Custom URLs. Click the label for the Community
(not the Site.com Community link), and reset the clickjack protection level to the recommended setting.

18
Set Up and Manage Salesforce Communities Access Community Workspaces

Access Community Workspaces

The streamlined Community Workspaces centralizes community moderation, building, and
EDITIONS
administration. Access Community Builder, administration, dashboards, and other features from
one place. Available in: Salesforce
1. From Setup, enter Communities Settings in the Quick Find box, then click Classic (not available in all
Communities Settings. orgs) and Lightning
Experience
2. Enable Community Workspaces under Community Management Settings. Click Save.
3. From Setup, enter All Communities in the Quick Find box, then click All Communities. Available in: Enterprise,
Performance, Unlimited,
To access a community’s workspace area, click Workspaces next to its name.
and Developer Editions
Example:
USER PERMISSIONS

To access Community
Workspaces or Community
Management:
• Access Community
Management OR
Manage Communities
OR Create and Set Up
Communities
• AND is a member of the
community

To access moderation rules

and criteria:
• Manage Communities
OR Create and Set Up
Communities

To customize administration
settings or use Community
Builder:
• Create and Set Up
Communities

Update Org-Wide Community Settings

Update org-wide settings for objects, sharing rules, roles, and permissions that affect community
EDITIONS
users as well.
Available in: Salesforce
IN THIS SECTION: Classic (not available in all
orgs) and Lightning
Community Settings
Experience
Update general settings to control access and sharing for external users in your communities.
Available in: Enterprise,
Set the Default Number of Community Roles
Performance, Unlimited,
Set the default number of roles created when adding partner or customer accounts to and Developer Editions
communities.

19
Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

Set Custom Community Roles

Community members are typically assigned the role of partner, customer, or employee. However, you can create custom roles that
replace standard ones. You can also choose to display the member’s company name in place of a role.
Enable Super User Access for Your Communities
When you enable super user access, you can grant super user access to partner users in communities. Super user access allows
partner users to view the data of other users with the same role in the partner role hierarchy.
Enable Report Options for External Users
Allow external users with Partner Community or Customer Community Plus licenses with the “Run Reports” permission, to view and
modify report options so that they can summarize and filter reports.
Allow Customers to Change Case Statuses
Let customer users change case statuses in communities. This functionality is available only for users with the Customer Community
Plus license.
About High-Volume Community Users
High-volume community users are limited-access users intended for orgs that have thousands to millions of communities users.
Use Sharing Sets in Communities
Grant community users access to records using sharing sets.
Sharing Sets
Grant portal or community users access, based on their user profiles, to records that are associated with their accounts or contacts
using sharing sets.
Share Records Owned By High-Volume Community Users
Share groups allow you to share records owned by high-volume community users with internal and external users in your communities.
Working with Customer Portal Users

Community Settings
Update general settings to control access and sharing for external users in your communities.
EDITIONS
• Set the default number of roles created when a partner account is enabled
• Enable super user access for external users Salesforce Communities
available in: Salesforce
• Set up sharing sets for high volume community users
Classic
• Enable report options for external users
Salesforce Communities
• Let customer users change case statuses
Setup available in:
• Enable linking between Visualforce pages in a community on the Salesforce app Salesforce Classic and
Lightning Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To edit Communities
settings:
• Customize Application

20
Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

Set the Default Number of Community Roles

Set the default number of roles created when adding partner or customer accounts to communities.
EDITIONS
These settings apply if your community is set up with Partner Community, Customer Community
Plus, or Lightning External Apps Plus user licenses. The limit is three roles; the system default is one. Salesforce Communities
For example, if three partner roles are currently created when an account is enabled for your available in: Salesforce
community–Executive, Manager, and User–but you need only the User role for new accounts, you Classic
can reduce the number to one role.
Salesforce Communities
Note: For better performance, we recommend setting this value to 1. You can then use Setup available in:
Super User Access to grant specific users access to data owned by other users in their account. Salesforce Classic and
Lightning Experience
1. From Setup, enter Communities Settings in the Quick Find box, then select
Communities Settings. Available in: Enterprise,
Performance, Unlimited,
2. Select the number of roles per account. and Developer Editions
a. If you’re using Partner Community licenses, set the Number of partner roles.
b. If you’re using Customer Community Plus licenses, set the Number of customer roles. USER PERMISSIONS
3. Click Save. To set the number of default
This setting does not affect the number of roles for existing accounts. roles:
• Customize Application

SEE ALSO:
Community Settings
Communities User Licenses
Enable Super User Access for Your Communities

Set Custom Community Roles

Community members are typically assigned the role of partner, customer, or employee. However,
EDITIONS
you can create custom roles that replace standard ones. You can also choose to display the member’s
company name in place of a role. Available in: Salesforce
Creating custom role names is done simply through member administration in community Classic (not available in all
management. Using a company name instead of a role is simpler yet: just turn on the Show orgs) and Lightning
Company Name as Community Role permission enabled. If the permission is off, users may see Experience
the company name elsewhere, such as on a member’s profile, but not in place of the role. Available in: Enterprise,
To create custom roles for communities: Performance, Unlimited,
and Developer Editions
1. In Setup, search for Communities in the Quick Find box and select All Communities.
2. Open Community Workspaces or Community Management.
USER PERMISSIONS
3. Under Administration, click Members.
4. Under Community Role, select Custom. To create, customize, or
publish a community:
5. Enter the new name you want to use instead of the role name. You can replace any or all of the • Create and Set Up
names. You can even remove a role by deleting the role name. Communities AND View
Setup and Configuration
6. Click Save.

21
Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

Enable Super User Access for Your Communities

When you enable super user access, you can grant super user access to partner users in communities.
EDITIONS
Super user access allows partner users to view the data of other users with the same role in the
partner role hierarchy. Salesforce Communities
You can grant super user access to anyone with a Partner Community or a Customer Community available in: Salesforce
Plus license. Classic

Granting super user access to external users in your community lets them access more data and Salesforce Communities
records, regardless of sharing rules and organization-wide defaults. Super users can access data Setup available in:
owned by other partner users who have the same role or a role below them. Super user access Salesforce Classic and
applies to cases, leads, custom objects, and opportunities only. External users have access to these Lightning Experience
objects only if you expose them using profiles or sharing and add the tabs to the community.
Available in: Enterprise,
1. From Setup, enter Communities Settings in the Quick Find box, then select Performance, Unlimited,
Communities Settings. and Developer Editions
2. Select Enable Partner Super User Access.
3. Click Save. USER PERMISSIONS
Next, assign super user access to individual users. To enable Super User
Access:
To disable super user access, deselect Enable Partner Super User Access. If you re-enable this
• Customize Application
feature, all users who were assigned super user access previously get super user access again.

IN THIS SECTION:
Grant Super User Access to Customer Users in Your Community
Enable super user access so that external users in communities can access more records and data.

SEE ALSO:
Grant Super User Access to a Partner User
Grant Super User Access to Customer Users in Your Community
Community Settings

Grant Super User Access to Customer Users in Your Community

Enable super user access so that external users in communities can access more records and data.
You can grant customer super user access to users with Partner Community or Customer Community Plus licenses.
The “Portal Super User” permission lets you do the following on your accounts:
• View, edit, and transfer all cases
• Create cases for contacts
• View and edit all contacts, whether communities-related or not
• View account details when they’re the contact on a case
• Report on all contacts, whether portal enabled or not, if the Reports tab is added to your community and the user has the “Run
Reports” permission
Add the “Portal Super User” permission to a permission set and assign it to Customer Community Plus users so that they have access to
their account and can view and edit all of its cases and contacts without having the ability to manage other external users.
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.

22
Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

2. Either create or clone a permission set.

3. In the App Permissions section, add the “Portal Super User” permission.
4. Click Save.
5. Assign the permission set to your Customer Community Plus users by clicking Manage Assignments and then adding the appropriate
users.

SEE ALSO:
Enable Super User Access for Your Communities
Grant Super User Access to a Partner User

Enable Report Options for External Users

Allow external users with Partner Community or Customer Community Plus licenses with the “Run
EDITIONS
Reports” permission, to view and modify report options so that they can summarize and filter reports.
1. From Setup, enter Communities Settings in the Quick Find box, then select Salesforce Communities
Communities Settings. available in: Salesforce
Classic
2. Select Enable report options for external users.
3. Click Save. Salesforce Communities
Setup available in:
External users with Partner Community or Customer Community Plus licenses that have the “Run Salesforce Classic and
Reports” permission, now see report options on the run report page. Lightning Experience

Available in: Enterprise,

SEE ALSO: Performance, Unlimited,
Community Settings and Developer Editions

USER PERMISSIONS

To enable report options for

external users:
• Customize Application

23
Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

Allow Customers to Change Case Statuses

Let customer users change case statuses in communities. This functionality is available only for
EDITIONS
users with the Customer Community Plus license.
1. From Setup, enter Communities Settings in the Quick Find box, then select Available in: Salesforce
Communities Settings. Classic (not available in all
orgs) and Lightning
2. Select Allow customer users to change case statuses.
Experience
3. Click Save.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

About High-Volume Community Users

High-volume community users are limited-access users intended for orgs that have thousands to
EDITIONS
millions of communities users.
Unlike other community users, high-volume community users don’t have roles, which eliminates Available in: Salesforce
performance issues associated with role hierarchy calculations. High-volume community users Classic (not available in all
include the Customer Community, High Volume Customer Portal, and Authenticated Website orgs) and Lightning
license types. Experience

Available in: Enterprise,

Characteristics Performance, Unlimited,
and Developer Editions
High-volume community users:
• Are contacts enabled to access a community.
• Are assigned to the Customer Community, High Volume Customer Portal, or Authenticated Website license.
• Only share the records they own with Salesforce users in sharing groups.

Access to Records
High-volume community users can access the following types of records, based on specific conditions:
• They can access their own account and contact records, based on implicit sharing.
• They have “Read” access on the account they belong to.
• They can access a record’s parent, and the organization-wide sharing setting for that record is Controlled by Parent.
• The organization-wide sharing setting for the object is Public Read Only or Public Read/Write.
Admins can create sharing sets to grant high-volume community users additional access to records; see Use Sharing Sets in Communities.

24
Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

Limitations
• High-volume community users can’t manually share records they own or have access to.
• You can’t transfer cases from non-high-volume community users to high-volume community users.
• High-volume community users can’t own accounts.
• You can’t add case teams to cases owned by high-volume community users.
• You can’t include high-volume community users in:
– Personal groups or public groups.
– Sharing rules.
– Account teams, opportunity teams, or case teams.
– Salesforce CRM Content libraries.
These limitations also apply to records owned by high-volume community users.
• You can’t assign high-volume community users to territories.

SEE ALSO:
Share Records Owned By High-Volume Community Users

Use Sharing Sets in Communities

Grant community users access to records using sharing sets.
EDITIONS
A sharing set grants users access to any record associated with an account or contact that matches
the user’s account or contact. You can also grant access to records via access mapping in a sharing Available in: Salesforce
set, which supports indirect lookups from the user and target record to the account or contact. For Classic (not available in all
example, grant users access to all cases related to an account that’s identified on the users’ contact orgs) and Lightning
records. Experience

Sharing sets apply across all communities that a community user is a member of. For more Available in: Enterprise,
information, see “Sharing Sets” in the Salesforce Help. Performance, Unlimited,
and Developer Editions
To grant users access to selected users in the same community, you would typically create a sharing
set if you deselected Community User Visibility on the Sharing Settings page.
USER PERMISSIONS
Note: You can set community user visibility on a community by community basis. To enable
this feature, contact Salesforce Customer Support. As a beta feature, setting community user To grant high-volume
visibility on a community by community basis is a preview and isn’t part of the “Services” community users access to
under your master subscription agreement with Salesforce. Use this feature at your sole records:
discretion, and make your purchase decisions only on the basis of generally available products • Customize Application
and features. Salesforce doesn’t guarantee general availability of this feature within any
particular time frame or at all, and we can discontinue it at any time. This feature is for
evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and
Salesforce has no liability for any harm or damage arising out of or in connection with it. All
restrictions, Salesforce reservation of rights, obligations concerning the Services, and terms
for related Non-Salesforce Applications and Content apply equally to your use of this feature.
1. From Setup, enter Communities Settings in the Quick Find box, then select Communities Settings.
2. In the Sharing Sets related list, click New to create a sharing set, or click Edit next to an existing sharing set.
3. In the Sharing Set Edit page, fill in the Label and Sharing Set Name fields. Label is the sharing set label as it appears on the user
interface. Sharing Set Name is the unique name used by the API.

25
Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

4. Enter a description.
5. Select the profiles of the users to whom you want to provide access.
6. Select the objects you want to grant access to.
The following objects can be used with sharing sets:
• Account
– Account sharing sets can control access to Contract, Entitlement, and OrderItem objects

• Asset
• Campaign (in beta)
• Case
• Contact
• Custom Objects
• Individual
• Opportunity (in beta)
• Order (in beta)
• ServiceAppointment
• Service Contract
• User
• Work Order
• Note: This beta extends the Campaign, Opportunity, and Order objects to sharing sets. To enable this feature in your org,
contact Salesforce Customer Support.

The Available Objects list excludes:

• Objects with an organization-wide sharing setting of Public Read/Write
• Custom objects that don’t have an account or contact lookup field

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

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

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

• Select a value in the User dropdown list to determine the account or contact lookup on the user.
• Select a value in the Target Object field to determine the account or contact lookup on the target object.
For example, to grant access to all cases associated with an account identified on the user’s contact record, select
Contact.Account and Account respectively.

Note: Both selected fields must point to either an account or contact. For example, Contact.Account and
Entitlement.Account both point to an account.

9. Choose an access level of Read Only or Read/Write. (If the object’s organization-wide sharing setting is Public Read Only, then only
Read/Write is available.)
10. Click Update, then click Save.
After creating a sharing set, create share groups to give other users access to records created by high-volume community users.

26
Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

Note: Access granted to users via sharing sets does not roll up to users higher to them in their role hierarchies. Also, the share
groups functionality isn’t available to users with Customer Community Plus and Partner Community licenses.

SEE ALSO:
Community Settings
About High-Volume Community Users
Set Up Contacts to Multiple Accounts

Sharing Sets
Grant portal or community users access, based on their user profiles, to records that are associated with their accounts or contacts using
sharing sets.

Available in: Salesforce Classic and Lightning Experience

Available in: Enterprise, Performance, Unlimited, and Developer Editions

Determine how access is granted using an access mapping in the sharing set, which supports lookups from the user and target record
to the account or contact. You can determine the objects to use in the access mapping, and they must both either point to an account
or contact.

For example, you might want to use a sharing set if you would like to:
• Grant users access to all cases related to their account or contact record.
• Grant users access to all cases related to a parent account or contact that is identified on the user’s account or contact record.
The following objects can be used with sharing sets:
• Account
– Account sharing sets can control access to Contract, Entitlement, and OrderItem objects

• Asset
• Campaign (in beta)
• Case
• Contact
• Custom Objects
• Individual

27
Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

• Opportunity (in beta)

• Order (in beta)
• ServiceAppointment
• Service Contract
• User
• Work Order
• Note: This beta extends the Campaign, Opportunity, and Order objects to sharing sets. To enable this feature in your org,
contact Salesforce Customer Support.

Sharing sets can be used with these user licenses:

• Authenticated Website
• Customer Community Login
• Customer Community Plus and Partner Community Licenses
• Customer Community User
• High Volume Customer Portal
• High Volume Portal
• Overage Authenticated Website User
• Overage High Volume Customer Portal User
The following example shows an access mapping on a sharing set, which grants portal or community users access to all cases associated
with the entitlements on their account, even if they are not directly associated with the case.

Example:
1. Account lookup on portal or community user
2. Related account on entitlement
3. Entitlement lookup on case

Note: Portal or community users gain access to all order entitlements and order items under an account to which they
have access. To share records owned by high-volume portal users, use a share group instead.

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Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

Share Records Owned By High-Volume Community Users

Share groups allow you to share records owned by high-volume community users with internal
EDITIONS
and external users in your communities.
High-volume users are limited-access users intended for organizations with many thousands to Available in: Salesforce
millions of external users. Unlike other external users, high-volume users don’t have roles, which Classic (not available in all
eliminates performance issues associated with role hierarchy calculations. Because high-volume orgs) and Lightning
community users are not in the role hierarchy while Salesforce users are, a share group allows you Experience
to specify the Salesforce other external users who can access records owned by high-volume Available in: Enterprise,
community users. Performance, Unlimited,
Share groups apply across communities. and Developer Editions
Let’s look at a quick video that describes how share groups work: Who Sees What in Communities:
Community-Specific Sharing. USER PERMISSIONS
To set up share groups for your communities:
To share records owned by
1. From Setup, enter Communities Settings in the Quick Find box, then select high-volume community
Communities Settings. users to other users:
• Customize Application
2. In the Sharing Settings for High-Volume Community Users related list, click Edit next to an
existing sharing set.
3. Click the Share Group Settings tab.
4. Click Activate to turn on the share group.
Activating the share group can take a while. An email is sent to you when the process finishes.

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

5. Click Edit to add users to the share group. You can add both internal users from your organization as well as external users from the
same parent account as the high-volume user.
a. From the Search drop-down list, select the type of member to add.
b. If you don’t see the member you want to add, enter keywords in the search box and click Find.
c. Select members from the Available Members box, and click Add to add them to the group.
d. Click Save.

SEE ALSO:
Community Settings
About High-Volume Community Users
Use Sharing Sets in Communities

29
Set Up and Manage Salesforce Communities Update Org-Wide Community Settings

Working with Customer Portal Users

Note: Starting with Summer ’13, the Customer Portal isn’t available for new organizations. EDITIONS
Existing organizations continue to have access to the Customer Portal. If you don’t have a
Customer Portal, but want to easily share information with your customers, try Communities. Available in: Salesforce
Existing organizations using Customer Portals may continue to use their Customer Portals or Classic (not available in all
orgs)
transition to Communities. Contact your Salesforce Account Executive for more information.
Available in: Enterprise,
Note: High-volume portal users are available for customer portals or communities intended Performance, Unlimited,
for many thousands to millions of users. See About High-Volume Portal Users . and Developer Editions
Some common tasks when managing Customer Portal users include:
• Configuring User Access to the Customer Portal
• Enabling Customer Portal users individually from the Contacts tab
• Disabling and Deactivating Portal Users
• Editing Customer Portal User Information
• Changing Customer Portal users’ accounts
• Merging Customer Portal users
• Resetting Customer Portal User Passwords
• Viewing Customer Portal users’ user licenses
• Granting High-Volume Portal Users Access to Records
• Sharing Records Owned by High-Volume Portal Users to Salesforce Users
• Managing Customer Portal users’ permissions and access settings
• Configuring User Access to the Customer Portal
• Delegating Customer Portal User Administration and Portal Super User
• Reporting on Customer Portal users

Tip: To troubleshoot issues for Customer Portal users, click Manage External User and choose Log in to Portal as User on the
portal user’s contact detail page. This selection opens a new browser window and automatically logs you into the portal as the
portal user. This option also ensures that the portal is configured appropriately.
The Log in to Portal as User button is only available if you have the “Edit Self-Service Users” permission and “Edit” access on the
account. The Log in to Portal as User button does not display for inactive portal users.

30
Set Up and Manage Salesforce Communities Community Setup Basics

Sharing Records Owned by High-Volume Portal Users to Salesforce Users

Note: Starting with Summer ’13, the Customer Portal isn’t available for new organizations. EDITIONS
Existing organizations continue to have access to the Customer Portal. If you don’t have a
Customer Portal, but want to easily share information with your customers, try Communities. Available in: Salesforce
Existing organizations using Customer Portals may continue to use their Customer Portals or Classic (not available in all
orgs)
transition to Communities. Contact your Salesforce Account Executive for more information.
Available in: Enterprise,
High-volume portal users are limited-access portal users intended for organizations with many
Performance, Unlimited,
thousands to millions of portal users. Unlike other portal users, high-volume portal users don’t have and Developer Editions
roles, which eliminates performance issues associated with role hierarchy calculations. Because
high-volume portal users are not in the role hierarchy while Salesforce users are, a share group
allows you to specify the Salesforce users who can access records owned by high-volume portal USER PERMISSIONS
users. Each Customer Portal has its own share group.
To share records owned by
To specify the Salesforce users who can access records owned by high-volume portal users: high-volume portal users to
Salesforce users:
1. From Setup, enter Customer Portal Settings in the Quick Find box, then
• Customize Application
select Customer Portal Settings.
2. Click the name of a Customer Portal.
3. Click the Share Group Settings subtab.
4. Click Activate to turn on the share group.
Activating the share group can take a while. An email is sent to you when the process finishes.

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

5. Click Edit to add Salesforce users to the share group:

a. From the Search drop-down list, select the type of member to add.
b. If you don’t see the member you want to add, enter keywords in the search box and click Find.
c. Select members from the Available Members box, and click Add to add them to the group.
d. Click Save.

Community Setup Basics

Setting up a community involves adding members, defining what records are shown in your
EDITIONS
community and to whom, branding, and enabling other features such as SEO.
Available in: Salesforce
IN THIS SECTION: Classic (not available in all
orgs) and Lightning
Sharing CRM Data in a Portal or Community
Experience
Sharing CRM data in a portal or community can seem like a daunting task. You need to consider
the various layers of sharing data in an internal Salesforce org, and then add the extra security Available in: Enterprise,
layers included in a portal or community implementation. Here’s a cheat sheet of all the resources Performance, Unlimited,
you need when setting up data sharing for your portal or community. and Developer Editions

Customize Communities
Update basic community settings like your community URL, community name, members, login options, and general preferences
in the Administration section of Community Workspaces or Community Management.

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Set Up and Manage Salesforce Communities Community Setup Basics

Brand Your Community

If you’re using the Salesforce Tabs + Visualforce template, you can customize the look and feel of your community in Community
Workspaces or Community Management. You can add your own logo, colors, and copyright so that your community matches your
company’s branding and is instantly recognizable to your community members.
Enable Notifications in Lightning Communities
With Global Notifications, your members receive messages wherever they are working, whether in their communities or in their
apps. Members receive notifications on any screen—mobile, tablet, and desktop. This functionality is available in communities based
on Customer Service (Napili), Partner Central, and any Lightning Bolt solutions.
Enable the App Launcher in Lightning Communities
Display the App Launcher in Lightning communities to make it easy for members to move between their communities and their
Salesforce org. This functionality is available in any community based a Lightning community template or Lightning Bolt solution.
Enable the Global Header for Communities
In Salesforce Tabs + Visualforce communities and Salesforce Classic, the global header lets you switch between your communities
and your Salesforce org.
Share a Link to Your Community
You can allow members to preview your community before making it active.
Update Your Community Settings
Manage your community name, description, community status, and community template all from one location.
Deactivate a Community
Enable Optional Community Features
Enable other optional features in your community such as user nicknames, guest access, private messages, direct messages, content
flagging, and reputation levels.
Set Up SEO for Your Community
Have search engines, such as Google™ or Bing®, index your community so that customers, partners, and guest users can easily discover
community pages via online searches. Search Engine Optimization (SEO) can significantly improve discovery for public communities.

Sharing CRM Data in a Portal or Community

Sharing CRM data in a portal or community can seem like a daunting task. You need to consider the various layers of sharing data in an
internal Salesforce org, and then add the extra security layers included in a portal or community implementation. Here’s a cheat sheet
of all the resources you need when setting up data sharing for your portal or community.
Before implementing your community or portal, familiarize yourself with how communities coexist in a Salesforce org. Check out these
resources for more information:
• Video: Communities and Community Users in Your Salesforce Org
• Trailhead Module: Community Rollout Strategy
Another important concept is that the type of Community Cloud license your users have affects the types of sharing available to them.
Based on the Community Cloud licensed used to access a community or portal, users have standard or simple sharing capabilities.
Standard sharing refers to all the sharing mechanisms available to internal Salesforce org users, plus various sharing mechanisms that
come with Community Cloud licenses (sharing sets, share groups, super user access). Standard sharing is available to Customer Community
Plus and Partner Community licenses.
Simple sharing means that users don’t have access to roles and sharing via the role hierarchy, and is normally employed in communities
and portals with a high volume of users. Simple sharing is available to Customer Community license holders. For more information about
what’s included in the various licenses, check out Communities User Licenses.

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Set Up and Manage Salesforce Communities Community Setup Basics

Resources for Sharing and Security

Org-Wide Defaults

Salesforce Org Resources

• Video
– Who Sees What: Organization Wide Defaults

• Salesforce Help
– Organization-Wide Sharing Defaults

• Trailhead
– Module: Data Security

Community-Specific Resources
• Video
– Who Sees What in Communities: External Org-Wide Defaults

• Salesforce Help
– External Organization-Wide Defaults Overview

• Trailhead
– Share CRM Data with Your Partners

Account Roles and Role Hierarchies

Salesforce Org Resources

• Video
– Who Sees What: Record Access via Roles

• Salesforce Help
– User Role Hierarchy

• Trailhead
– Module: Data Security

Community-Specific Resources
• Video
– Who Sees What in Communities: Accounts and Role Hierarchies

• Salesforce Help
– Create Community Users
– Set the Default Number of Community Roles
– Sharing Data with Partner Users

• Trailhead
– Share CRM Data with Your Partners

33
Set Up and Manage Salesforce Communities Community Setup Basics

Resources for Sharing and Security

Sharing Rules

Salesforce Org Resources

• Video
– Who Sees What: Record Access via Sharing Rules

• Salesforce Help
– Sharing Rules

• Trailhead
– Module: Data Security

Community-Specific Resources
• Video
– Who Sees What in Communities: Sharing Rules

• Trailhead
– Share CRM Data with Your Partners

Community-Specific Sharing

Community-Specific Resources
• Video
– Who Sees What in Communities: Community-Specific Sharing

• Salesforce Help
– Sharing Set Overview
– Use Sharing Sets in Communities
– Share Groups
– Super User Access

• Trailhead
– Share CRM Data with Your Partners

Create Communities Users

USER PERMISSIONS

To create or edit partner users: Manage External Users

To create or edit customer users: Manage External Users

OR
Manage Customer Users

34
Set Up and Manage Salesforce Communities Community Setup Basics

Important: When creating customer users, the account

that the new contact is associated with must have an
account owner that is assigned a role.

To create, edit, and delete profiles: Manage Profiles and Permission Sets

To log in as a partner or customer user: Manage External Users

OR
Manage Customer Users

Important: The Manage Customer Users permission

is on by default for standard users created before
Summer ‘18.
AND
Edit on Accounts

Note: This permission is not needed if the person

logging in has a higher role than the partner or
customer user they are logging in as.

To allow an external user to access your community, add the user to an account as a contact record. Then enable the contact record as
a customer user or partner user, depending on your business relationship.

Available in: Salesforce Classic

Available in: Enterprise, Performance, Unlimited, and Developer Editions

A few things to bear in mind about creating users.

• When you enable a contact record as an external user, you can assign a Partner Community, Customer Community, or Customer
Community Plus license to them, depending on your business relationship.
• Only business accounts (and not person accounts) can be partner accounts, and you can use only partner accounts to create partner
users.
• You can only configure the Log in to Community as User action on the contact layout using Lightning Experience. Once you
enable a partner or customer user using Classic, Log in to Community as User is available on the contact record, even if it has been
removed from the contact layout.
1. On the account record, view or add the contact record for the person you want to add to a community.
2. On the contact detail page, click Manage External User, then Enable Partner User or Enable Customer User.
This creates a user record in your Salesforce org with some details prepopulated from the contact record.

Note:
• To access the Manage External User button in Lightning Experience, add it to the Account and Contact page layouts.
Go to Contact actions and add the Manage External User action to the Salesforce Mobile and Lightning Experience
Actions section of the layout.

35
Set Up and Manage Salesforce Communities Community Setup Basics

• If you don’t see the Enable Partner User or Enable Customer User buttons, ask your administrator to check whether they’re
included in the Contact page layout. If the buttons are included, ensure that your org has customer or partner community
licenses available.

3. Edit the user record for this external user and assign the appropriate user license: Partner Community for partners and Customer
Community or Customer Community Plus for customer users.
4. Select the appropriate profile and role for the partner or customer user.

Note: Make sure that you choose a profile that has the appropriate tabs exposed. Also, each customer or partner account
has a role hierarchy associated with it. All customer and partner user roles roll up to the account owner.

5. If you haven’t yet activated the community you want to add the external user to, deselect Generate new password and notify
user immediately so that users don’t receive a password before the community is activated.
• If you opt to notify the user immediately but the user is not a member of any active community, Salesforce doesn’t send the
email.
• You can send a welcome email with the login information by selecting the Send welcome email option when you activate a
community.
• If you don’t send a welcome email when you activate the community, you must manually send this information to the user.

6. Click Save.
• Customer or partner users can’t directly log in to Salesforce; they must use a community to access your Salesforce data. To add a
customer or partner user to a community, add their user profiles to a community.
• Customer Users don’t see the Notes & Attachments related list on accounts or contacts.
• Community Users can’t own community-enabled accounts.
• Creating an external user with a Customer Community Plus license is similar to creating a partner user. On the contact record, select
Manage External User, then Enable Partner User. Also, when editing the user record, select the Partner Community User profile
or a profile cloned from it.
• To troubleshoot issues or ensure that the community is configured appropriately, on the contact detail page, click Manage External
User and choose Log in As Partner User or Log in as Customer User. You must have Edit permission on Accounts to log in as a
Partner User or Customer User, unless the person logging in has a higher role than the partner or customer user they are logging in
as. A new browser window opens and you are logged in to the community on behalf of the external user.
• When you log in as an external user, you see the behavior that the external user sees. For instance, external users only see the
community drop-down menu if they have access to more than one active community. Also, if an external user who is only a member
of one active community is given the URL for a community in preview, the user doesn’t see the drop-down menu when in the
preview community.
• When logged in as another user, an admin or support user can’t authorize OAuth data access for the user. For example, if an admin
logs in as another user, the admin can’t authorize OAuth access for third-party applications to user accounts. This restriction includes
single sign-on.
• External users can’t be deleted. If you no longer want an external user to have access to a community, deactivate the user.
Check out Communities and Community Users in Your Salesforce Org, a quick video about how communities live in an org, the differences
between community licenses, and how Salesforce accounts and community users are associated with one another.

36
Set Up and Manage Salesforce Communities Community Setup Basics

Take a few minutes to see how users, roles, and accounts are related in this video, titled Who Sees What in Communities: Accounts and
Role Hierarchies.

SEE ALSO:
Delegate External User Administration
Add Members to Your Community
How do external community members get login information?
Reset An External User’s Password for Communities
Communities User Licenses
Upgrade Community User Licenses
Partner User Roles
Customize Email Sent from Communities

37
Set Up and Manage Salesforce Communities Community Setup Basics

Upgrade Community User Licenses

Upgrading a community or portal user user’s license allows you to give them access to more data
EDITIONS
within your community. With the right combination of permissions via the user’s new license,
profile, role, and permission sets, you can preserve the user’s record and Chatter history. Available in: Salesforce
Before you upgrade a user’s license: Classic (not available in all
orgs) and Lightning
• Enable communities in your org.
Experience
• Review which user licenses can be upgraded.
Available in: Enterprise,
• Explore what permissions are affected before you upgrade a user’s license. The user’s new
Performance, Unlimited,
license, profile, role, and permission set assignments should ideally provide at least the same
and Developer Editions
or comparable level of data access as previous assignments.
• The Customer Community Plus and Partner Community licenses require the user to have
a role, which imposes a few restrictions. USER PERMISSIONS
– An upgrade to a license that requires a role is irreversible. To create or edit customer
– If the account does have roles and you don’t specify one, we associate the user with users:
the lowest role in the hierarchy: Partner <Account Name> User or Customer <Account • Manage External Users
Name> User. OR
– If the user belongs to an account that doesn’t have roles, we create one for you. Edit Self-Service Users

• Before upgrading a user to the Partner Community license, enable the user’s account as To create, edit, and delete
a partner account. A partner account can be associated with both customer and partner profiles:
users, so customer users on the same account aren’t affected. • “Manage Profiles and
Permission Sets”
• A license upgrade automatically removes sharing sets, permission sets, and permission
set license assignments previously associated with the user. To log in as a partner or
customer user:
• License upgrades are subject to most limits that apply to new users, such as the maximum • Manage External Users
number of licenses and roles in your org, username uniqueness requirements, and so on.
OR
You can upgrade most customer user licenses to either the Customer Community Plus or the
Edit Self-Service Users
Partner Community license.
Important: The
1. From Setup, enter Users in the Quick Find box, then select Users. Edit Self-Service
2. Click Edit next to the user you want to upgrade. Users permission
is on by default
3. Select the new license, profile, and role for the user. for standard
4. Optionally, specify a new profile and role. users.
AND
Note: If the account the user belongs to has no roles, we create one behind the
scenes and assign the lowest role that exists in the hierarchy. If the account does Edit on Accounts
have roles, you must choose one and assign the lowest role that exists in the To allow portal users to
hierarchy. upgrade to Partner or
Customer licenses:
5. Save your changes. • “Allow LitePortalUser
After you upgrade a user’s license, bear in mind that: Upgrade”

• Changes in profiles and permission sets might affect community membership. Ensure
that upgraded users have access to the intended communities.
• We recalculate sharing rules that apply to the upgraded user, for example through their public groups, criteria-based sharing, and
record ownership (implicit sharing).

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Set Up and Manage Salesforce Communities Community Setup Basics

• Users upgraded to the Customer Community Plus are automatically associated with the All Customer Portal Users public group.
Similarly, users upgraded to the Partner Community licenses are associated with the All Partner Users public group.

SEE ALSO:
Communities User Licenses
Communities Licenses Eligible for Upgrades

Communities Licenses Eligible for Upgrades

In general, we support upgrades from most customer licenses to the Customer Community Plus
EDITIONS
or Partner Community licenses. Specifically, we support license upgrades for all users where their
UserType equals CSPLitePortal (in the Salesforce API) to PowerPartner or Available in: Salesforce
PowerCustomerSuccess. Classic (not available in all
You can upgrade the following licenses to the Customer Community Plus or Partner Community orgs) and Lightning
License. Experience

• Customer Community Available in: Enterprise,

• External Identity Performance, Unlimited,
and Developer Editions
• High Volume Customer Portal
• Overage High Volume Customer Portal
• Authenticated Website User Overage
• Authenticated Website User
There are other customer licenses associated with the CSPLitePortal user type that support license upgrades, but with some loss
of data access. For example, the user may lose access to some objects they previously had access to, or the new license might not include
one or more user permissions available with the previous license.

Warning: We strongly recommend that you explore what permissions are affected before you upgrade a user’s license. The user’s new
license, profile, role, and permission set assignments should provide at least the same or comparable level of data access as previous
assignments.
License Conversion and Upgrade Compatibility

Original license Convert to...

Customer Community Customer Community Plus Partner Community
(Named User or Login (Named User or Login (Named User or Login
Based) Based) Based)
Partner
Gold Partner Switching from a partner portal Switching from a partner portal An administrator can change the
Silver Partner license to a Customer license to a Customer license type and profile on the
Community license would result Community Plus license would user record.
Bronze Partner in a loss in functionality. result in a loss of functionality.
An administrator must disable An administrator must disable
the contact as a Partner User and the contact as a Partner User and
re-enable as a Customer User. re-enable as a Customer User.

39
Set Up and Manage Salesforce Communities Community Setup Basics

Original license Convert to...

Customer Community Customer Community Plus Partner Community
(Named User or Login (Named User or Login (Named User or Login
Based) Based) Based)
Customer Portal Manager
Custom
Switching from a customer An administrator can convert a An administrator must disable
Customer Portal Manager portal license to a Customer Customer Portal Manager the contact as a Customer User,
Standard Community license would result Custom, Customer Portal ensure the account is enabled
Overage Customer Portal in a loss in functionality. Manager Standard, Overage as a Partner Account, and then
Manager Custom An administrator must disable Customer Portal Manager enable the contact as a Partner

Overage Customer Portal the contact as a Customer User, Custom, or Overage Customer User.
and then re-enable as a Portal Manager Standard license
Manager Standard
Customer User to create a new (for a named user) to a Customer
user record and associate it with Community Plus license and vice
the new license. versa, by changing the license
type and profile on user record.

External Identity
High Volume Customer Portal An administrator can change the An administrator can change the An administrator can change the
Overage High Volume Customer license type and profile on the license type and profile on the license type and profile on the
Portal user record. user record. user record.

Authenticated Website User

Overage
Authenticated Website User

Customer Community
An administrator can convert a An administrator can change the An administrator can change the
Customer Community license license type and profile on the license type and profile on the
(for a named user) to a Customer user record. user record.
Community Login license and
vice versa, by changing the
license type and profile on user
record.

Customer Community Plus

Switching from a Customer An administrator can convert a An administrator must disable
Community Plus license to a Customer Community Plus the contact as a Customer User,
Customer Community license license (for a named user) to a ensure the account is enabled
would result in a loss in Customer Community Plus as a Partner Account, and then
functionality. Login license and vice versa, by enable the contact as a Partner
An administrator must disable changing the license type and User.
the contact as a Customer User, profile on user record.
and then re-enable as a
Customer User to create a new

40
Set Up and Manage Salesforce Communities Community Setup Basics

Original license Convert to...

Customer Community Customer Community Plus Partner Community
(Named User or Login (Named User or Login (Named User or Login
Based) Based) Based)
user record and associate it with
the new license.

Partner Community
Switching from a Partner Switching from a Partner An administrator can convert a
Community license to a Community license to a Partner Community license (for
Customer Community license Customer Community Plus a named user) to a Partner
would result in a loss of license would result in a loss of
Community Login license and
functionality. functionality. vice versa, by changing the
An administrator must disable An administrator must disable license type and profile on the
the contact as a Partner User and the contact as a Partner User and user record.
re-enable as a Customer User. re-enable as a Customer User.

Lightning External Apps

An administrator can convert a An administrator can change the An administrator can change the
Customer Community license license type and profile on the license type and profile on the
(for a named user) to a Customer user record. user record.
Community Login license and
vice versa, by changing the
license type and profile on user
record.

Lightning External Apps Plus

Switching from a Partner Switching from a Partner An administrator can convert a
Community license to a Community license to a Partner Community license (for
Customer Community license Customer Community Plus a named user) to a Partner
would result in a loss of license would result in a loss of
Community Login license and
functionality. functionality. vice versa, by changing the
An administrator must disable An administrator must disable license type and profile on the
the contact as a Partner User and the contact as a Partner User and user record.
re-enable as a Customer User. re-enable as a Customer User.

To upgrade users with other license types, you must deactivate them, create new user identities for them, migrate their data over, and
associate it with their new user records. For detailed instructions, see User License Conversions in the Migrating from Portals to Communities
guide.

Configure the Guest User Profile for Unauthenticated Users

A guest user profile is designed for public users who access your community. Before you publish your community, create a guest user
profile so that your customers can view and interact with your community before they sign in.

41
Set Up and Manage Salesforce Communities Community Setup Basics

When Communities is enabled, guest users have access to public pages in your communities. However, to allow guest users to view or
submit data to a standard or custom object, modify the object’s permission in the community’s guest user profile.

Important: Check your community's guest user profile to ensure that the object and system permissions reflect the data security
levels you'd like for guest users. Guest user profile permissions are restricted for most Salesforce objects.
Each community has a separate Guest User license, so you can control access to objects (including lookup fields) on a community by
community basis.

Note: Set field-level security if you use your guest user license for case creation.

1. From Community Builder, click the Settings icon , and select General.
2. Click the link for the profile name under Guest User Profile.
3. Click Edit.
4. Scroll down to the Standard Object Permissions section.
5. On the Cases object, select Read and Create.

Note: Are you using more than one case record type in your org? If so, don’t use the Master Record Type as the Assigned
Record Type or the Default Record Type on the guest user profile.

6. Scroll down to Article Type Permissions and select Read for the articles you’ll display in your community.
7. Scroll down to Category Group Visibility Settings.
8. Click Edit next to the Category Group for your community.
9. Select a visibility setting.

Visibility Setting Description

All Users can see all categories in the category group. This option is only available for the topmost role in the
Categories role hierarchy. When you create a category group, its visibility is defaulted to All Categories.

None Users can’t see any categories in the category group.

Custom Users can see your custom selection of categories. For roles, you can choose from the categories that are
visible to the parent role. If the parent role's visibility changes to be less than its child's visibility, the child
role's category visibility is reset to its parent's category visibility.
To select categories, double-click the category in the Available Categories box. Alternatively,
select a category and then click Add. Selecting a category implicitly includes its child and parent categories
as well. Categories that are grayed out are not available for selection because their parent has already been
selected.

Note: If you are customizing a role, permission set, or profile that was set to All Categories, remove
All from the Selected Categories box and then select specific categories.

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Set Up and Manage Salesforce Communities Community Setup Basics

Example: Sample Guest User Profile link in Community Builder

Communities License Limitations

Here are a few limitations related to communities licenses.
EDITIONS
• There are different requirements for username uniqueness depending on the type of license
your community is using. Customer, Customer Community Plus, and Lightning External Apps Available in: Salesforce
licenses require unique usernames within the Salesforce org that a community belongs to. Classic (not available in all
Partner Community licenses, Employee Community, Lightning External Apps Plus licenses orgs) and Lightning
require unique usernames across all Salesforce orgs that the user belongs to. Experience
• A user with a Partner Community license must be associated with a business account that is Available in: Enterprise,
enabled as a partner account. Partner users can’t be associated with person accounts. Performance, Unlimited,
• Users with community and portal licenses can't create or update email templates. and Developer Editions

• Customer Community licenses support sharing sets, but not sharing rules. And currently, sharing
sets don’t support objects that are associated with multiple other objects of the same type. To
use such features, your community members must have the Customer Community Plus or Partner Community license. With that
said, sharing set support for the Contacts to Multiple Accounts feature is available as a pilot feature.
• Customer users with the following licenses can’t update case statuses in communities built on the Salesforce Tabs + Visualforce
template on desktop browsers. They can still update case statuses from Salesforce mobile web.
– Customer Community
– High Volume Portal User
– Customer Portal

• Users with the Partner Community license can’t access the Quotes tab in communities using the Salesforce Tabs + Visualforce
template. They can view, modify, and update quotes according to their permissions from other locations in the UI, such as from
opportunities.

43
Set Up and Manage Salesforce Communities Community Setup Basics

• The Enable notifications for communities permission is read-only and cannot be changed for Partner Community profiles.

Person Account Communities User Limitations

A Salesforce user can be the owner of up to 10,000 person account portal users. This includes person
EDITIONS
account users with Customer Community Plus, Customer Portal, and other role-based portal licenses.
Person account users with high volume portal licenses such as High Volume Customer Portal or Available in: Salesforce
Customer Community don’t count against this limit. Users with partner portal or Partner Community Classic (not available in all
licenses can’t be person accounts users, so this limit doesn’t apply. orgs) and Lightning
You can’t merge person accounts that are enabled to use portal or community users. Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Create Communities
Create communities using a wizard that helps you choose a community template that meets your
EDITIONS
business needs.
To see the number of communities you can create for your org, from Setup, enter All in the Quick Available in: Salesforce
Find box, and select All Communities. The maximum number of communities appears at the top Classic (not available in all
of the page. orgs) and Lightning
Experience
1. To create a community, from Setup, enter All in the Quick Find box, select All Communities,
and then click New Community. Available in: Enterprise,
The Community Creation wizard opens with several templates for you to choose from. If you Performance, Unlimited,
have Lightning Bolt solutions available in your org, they are listed in the wizard. and Developer Editions

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

Customer Account Portal USER PERMISSIONS
A private and secure place for customers to access and update their account information. To create, customize, or
Improve customer relationships and decrease service costs by letting customers work in publish a community:
the portal. Customers can see and pay invoices, update their account information, and • Create and Set Up
search your knowledge base for answers to their most frequent questions. Communities AND View
Partner Central Setup and Configuration
A flexible, responsive template designed for channel sales workflows. Recruit, build, and
grow your partner network to drive channel sales and marketing together in a branded
online space. Easily configure lead distribution, deal registration, and marketing campaigns. Share training materials and sales
collateral in a central space, and use reports to track your pipeline.
Customer Service
A powerful, responsive self-service template with multiple prebuilt theme options. The Customer Service template lets users
post questions to the community, search for and view articles, collaborate, and contact support agents by creating cases. Supports
Knowledge, Chatter Questions, and cases.
Help Center
A public-access, self-service community that exposes the articles that you make available from your knowledge base. You reduce
the load on your customer support team, and your users get the satisfaction of finding their own solutions.

44
Set Up and Manage Salesforce Communities Community Setup Basics

Build Your Own

Provides the basic pages every community needs: Home, Create Record, Error, Record Detail, Record List, Related Record List,
Search, Check Password, Forgot Password, Login, Login Error, and Register. Add more pages and components as needed for the
experience you’re building. To refine the look of your community, customize your branding and themes.
Aloha
A configurable App Launcher template that lets users quickly find applications and access them using single sign-on authentication,
including social logins.
Salesforce Tabs + Visualforce
Standard Salesforce structure and tabs that you can customize using Visualforce. Requires developer experience and advanced
setup skills. Allows full platform access with a flexible configuration and supports most standard objects, custom objects, and
the Salesforce app.
Keep in mind that Salesforce Tabs + Visualforce isn’t a Lighting-based template and therefore doesn’t work with Community
Builder.

Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates to create
communities. Salesforce still supports existing communities that were built using Koa and Kokua. To create a community based
on Koa or Kokua, contact Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to
replace your existing Koa and Kokua communities. The latest Lightning community templates provide richer support for
Knowledge and case management.

3. Select the template that you want to use.

4. Read the template description and key features, and click Get Started.
5. Enter a community name.

Note: If you’re creating multiple communities, differentiate the beginning of the community name. Community names are
truncated in the global header dropdown menu. Users can see up to 32 characters of the name, and names include the status.
Make sure that the visible part of the name allows users to distinguish between multiple communities.

6. For URL, enter the name of your community.

This name is appended to the Communities domain that you created when you enabled communities for this org. For example, if
your Communities domain name is UniversalTelco.force.com and you’re creating a customer community, you can
enter customers to create the unique URL UniversalTelco.force.com/customers.

Note: You can create one community that doesn’t have a custom URL.
You can change your community name and URL after the community is activated, but users aren’t redirected to the new URL.
So be sure to inform your community members before changing the name or URL.

7. Click Create.
The community is created in Preview status. Now you’re ready to build and customize or manage and moderate your community.
When you create a community, Salesforce supplies default pages for login, self-registration, change password, forgot password, and
your home page. These pages are based on which template you use to create your community. You can customize these default pages
at any time in the Login & Registration page of the Administration workspace.

Important: After you create a community, your profile is added to the list of profiles that have access to the community. Then
all users with this profile can log in to the community after it’s active. If you don’t want all users with your profile to have access

45
Set Up and Manage Salesforce Communities Community Setup Basics

to the community, remove the profile, and give yourself access through a different profile or permission set. Then create a profile
specifically for your community users.

SEE ALSO:
Set Up and Manage Salesforce Communities
How many communities can my org have?
Edit Community Pages and Components in Community Builder
Implementation Guide: Getting Started with the Aloha Community Template for Salesforce Identity

How many communities can my org have?

You can have up to 100 communities in your Salesforce org. Active, inactive, and preview
EDITIONS
communities, including Lightning Platform sites, count against this limit.
To see this limit in your org, from Setup enter Communities in the Quick Find box, then Available in: Salesforce
select All Communities. The Maximum number of communities field displays 100. Classic (not available in all
orgs) and Lightning
Experience
SEE ALSO:
Create Communities Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

46
Set Up and Manage Salesforce Communities Community Setup Basics

Customize Communities
Update basic community settings like your community URL, community name, members, login
EDITIONS
options, and general preferences in the Administration section of Community Workspaces or
Community Management. Available in: Salesforce
You can customize your community at any time, but if you plan to make major changes, we Classic (not available in all
recommend deactivating the community first. orgs) and Lightning
Experience
1. Open Community Workspaces or Community Management.
2. Click Administration, then select what you want to customize. Available in: Enterprise,
Performance, Unlimited,
Important: The options available in Community Management or Community Workspaces and Developer Editions
are based on your community template selection, permissions, and preferences. For
example, if your community doesn’t use topics, you don’t see the Topics section. Some
USER PERMISSIONS
options in the following list might not appear in your community by default. To display
all sections, go to Administration > Preferences and enable Show all settings in To access Community
Community Management or Show all settings in Community Workspaces. Workspaces or Community
Management:
• Members
• Access Community
• Tabs
Management OR
• Branding Manage Communities
• Login & Registration OR Create and Set Up
Communities
• Emails
• AND is a member of the
• Pages community
• Preferences To access moderation rules
• Settings and criteria:
• Manage Communities
3. To share the community with stakeholders while it’s still in Preview, copy the URL displayed on
OR Create and Set Up
the Administration > Settings page. Communities
By sharing your community in Preview, you can get useful feedback to incorporate before going
To customize administration
live. Also, by having early members post, comment, and share records, your community appears
settings or use Community
active when members log in to the community for the first time. Builder:
Keep in mind that you must add users as members of the community before you can share the • Create and Set Up
community URL. Communities
After you finish customizing your community, activate the community to make it available to
members. If you enable welcome emails when you activate, a welcome email is sent to all members.
If users are new portal users, their welcome email includes their username and password.

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Set Up and Manage Salesforce Communities Community Setup Basics

Add Members to Your Community

Use profiles and permission sets to manage community membership during the setup process.
EDITIONS
Using profiles and permission sets, you can:
Available in: Salesforce
• Grant or remove access for groups of users. Once you add a profile or permission set, all users
Classic (not available in all
assigned to that profile or permission set become members of the community.
orgs) and Lightning
• Enforce a membership policy. New users added to a profile or permission set that is already Experience
associated with a community automatically gain access.
Available in: Enterprise,
Permission sets allow added flexibility for adding members. You can grant community access to a Performance, Unlimited,
subset of users from the same profile, without needing to clone the profile. and Developer Editions
Standard, Chatter, and partner profiles can be added to communities; Chatter customers, from
private groups with customers, can’t be added to communities even if they’re assigned permission
USER PERMISSIONS
sets that are associated with communities.
To create, customize, or
Note: Profiles and permission sets associated with communities can’t be deleted from
publish a community:
Salesforce. You must remove the profiles or permission sets from the communities first.
• Create and Set Up
1. Open Community Workspaces or Community Management. Communities AND View
Setup and Configuration
2. Click Administration > Members.
3. To add members using profiles:
a. To filter profiles, select a profile type from the drop-down menu. To search for a specific profile, enter a search term and click
Find.
Search returns profiles for the selected filter.

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

b. Select the user profiles you want to allow access to your community. Press CTRL to select multiple profiles.
c. Click Add. To remove a profile, select it and click Remove.
If you remove a profile from a community, users with that profile lose access to the community, unless the users are assigned
permission sets or other profiles that are still part of the community. Their posts and comments still appear.

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

4. To add members using permission sets:

a. To search for a specific permission set, enter a search term and click Find.
b. Select the permission sets you want to allow access to your community. Press CTRL to select multiple permission sets.
c. Click Add.
If you remove a permission set from a community, users with that permission set lose access to the community, unless the users
are associated with profiles or other permission sets that are still part of the community. Their posts and comments still appear
even after they lose access.

5. Click Save.

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Set Up and Manage Salesforce Communities Community Setup Basics

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

When the community is Active, welcome emails are sent and the community is discoverable by members. When a community is in
Preview status, only members with the login URL can view the community. If a community is Inactive, only users with the
“Create and Set Up Communities“ permission can access it through the Community menu, regardless of membership.
There are additional options for granting access to your community:
• Enable self-registration so that external users can register on their own
• Enable authentication providers, such as Facebook, so that external users can log into the community without creating an account
For more information about these additional options, see Customize Login, Self-Registration, and Password Management for Your
Community.

SEE ALSO:
Customize Communities
Enable the Global Header for Communities

Determine User Visibility in Your Community

User sharing lets you decide whether all users in a community are visible to each other.
User sharing for external users is turned on by default when you enable Communities. This setting applies to all communities in your
organization.
The default setting allows an external user to see other external users under the same account and users in common communities. You
can change the organization-wide default for Users to make your communities more restrictive or open, depending on your use case.
If the you deselect Community User Visibility, external users can’t see each other. For example, John and Sally are external users. John
can’t:
• Search for Sally
• Find Sally in the community People tab, even if Sally is a member of the community
• Add Sally to a group
• Share a file or record with Sally
If John and Sally are members of the same group or share the same record, then they can see each other’s conversations and updates
within the group or on the record, but nowhere else.
If Sally belongs to the same account as John, and John has delegated external user administration privileges, then John can see Sally.
Delegated External User Administration takes priority over user sharing.

Note: User sharing doesn’t apply to the Recently Viewed list on the People tab in Chatter or on user lookups. From that list, users
can view people they have viewed before, but who aren’t members of the community.
To view or change user sharing settings:
1. From Setup, enter Sharing Settings in the Quick Find box, then select Sharing Settings.
2. Click Edit in the Organization-Wide Defaults area.
3. Deselect the Community User Visibility checkbox make external users visible only to themselves and their subordinates.
The setting applies to all communities in your organization.

4. Click Save.

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Set Up and Manage Salesforce Communities Community Setup Basics

For more information, on user sharing see the following topics in the Salesforce online help.
• Understanding User Sharing
• Controlling Who Community or Portal Users Can See

Reset An External User’s Password for Communities

An external user’s password can be reset either by the user or by the administrator of the org hosting the community.
In either case, when someone initiates a reset of an external user’s password, an email is sent to the user with a link to reset the password.
Password reset links expire after 24 hours. When users click the link, they are required to reset their password before proceeding.
If a user-initiated password reset request can’t be processed, users receive an email telling them why. Password reset requests fail if a
user’s account is temporarily or permanently locked due to too many unsuccessful login attempts or if the request was sent outside
approved login hours, IP ranges, or network locations.

SEE ALSO:
Create Communities Users
How do external community members get login information?

How do external community members get login information?

External users get their login credentials in welcome emails from a community.
EDITIONS
When you enable a contact as a customer user or partner user, they don’t receive their login
credentials until you add them to a community with welcome emails enabled. If welcome emails Available in: Salesforce
are disabled for the community, the external user doesn’t receive credentials, and you must manually Classic (not available in all
send them. To do so, from Setup, enter Users in the Quick Find box, select Users, select the orgs) and Lightning
checkbox next to the user’s name, and then click Reset Password. An email containing the user’s Experience
username and a link to reset the password is sent to the user. The link in this email expires after 24 Available in: Enterprise,
hours. Performance, Unlimited,
and Developer Editions
SEE ALSO:
Create Communities Users
Reset An External User’s Password for Communities

How do I update community membership using the API?

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

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

1. Get the networkId for your community.

From Setup, enter All Communities in the Quick Find box, select All Communities, and then right-click your community
URL and select Inspect. The data-networkId property provides your networkId.

2. Get the profileId or permissionsetId you want to add.

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

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Set Up and Manage Salesforce Communities Community Setup Basics

For example, at mycompany.salesforce.com/00aa11bb22, the ID is 00aa11bb22.

3. Create a .csv file with columns for networkId and parentId. For parentId, list the profileId or permissionsetId
you want to add.
4. Open Data Loader and select the Network Member Group object. Specify the location of the .csv file you created and complete
the Data Loader steps.
Once you have successfully added members using Data Loader, the members will be able to access Community Management from the
Manage link on the All Communities page in Setup.

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

SEE ALSO:
Insert, Update, or Delete Data Using Data Loader

Add Tabs to Your Community

If you’re using the Salesforce Tabs + Visualforce template, you can add tabs to your community.
EDITIONS
Tip: If you want to use all custom pages in your community, you can choose to hide tabs.
Available in: Salesforce
Before you begin, keep these things in mind: Classic (not available in all
orgs) and Lightning
• Enable the tabs that are required for the type of activity you’re performing in this community.
Experience
For example, sharing accounts and opportunities with your partners or sharing cases and
solutions with customers who need support. Don’t clutter your community with tabs that users Available in: Enterprise,
don’t need. Performance, Unlimited,
• Profiles control access to tabs. If a profile doesn’t have access to a tab, the tab is hidden for that and Developer Editions
profile in the community. In that case, you must manually expose the tabs in the profiles for
your community members so that they can see the tabs in the community. USER PERMISSIONS
• Lightning Component tabs aren’t supported in Communities.
To create, customize, or
• Chatter Free users in your community don’t see any tabs except the Chatter tab. publish a community:
After you identify the features you want your community members to see, you can expose those • Create and Set Up
features by choosing the corresponding tabs during setup. The tabs that you select also determine Communities AND View
community navigation in the Salesforce app. Setup and Configuration

1. Open Community Workspaces or Community Management.

2. Click Administration > Tabs.

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

3. Select the tabs to include in your community from the Available Tabs list. To select multiple tabs, press CTRL.
4. To add a tab, click Add. To remove a tab, select it in the Selected Tabs list and click Remove.
5. To change the order that the tabs display, click Up or Down.
The tab at the top of the list is the landing tab for the community. When members access the community, it is the first tab they see.
If members don't have access to the community landing tab, they see the first tab that they have access to from the selected
community tabs. If they don’t have access to any of the tabs, they see the Home tab.

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Set Up and Manage Salesforce Communities Community Setup Basics

6. Click Save.

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

SEE ALSO:
Customize Communities
Rename the Chatter Tab

Rename the Chatter Tab

Most likely, many of your community members will use the Chatter tab as their home base. You
EDITIONS
can customize it to meet your company’s branding.
The Chatter tab is the fastest way for your community members to see what’s most important to Available in: Salesforce
them: activity feeds, groups, bookmarks, files, and more. Many of your community members will Classic (not available in all
most likely use the Chatter tab as their home base. Customize the name of the Chatter tab in your orgs) and Lightning
community to match your company branding—for example, you can use your company’s name Experience
or any other name that would be recognizable to your members. Available in: Enterprise,
1. From Setup, enter Rename Tabs and Labels in the Quick Find box, then select Performance, Unlimited,
Rename Tabs and Labels. and Developer Editions
2. Select your default language from the Select Language drop-down list at the top of the
page. USER PERMISSIONS
3. Under Chatter Tabs in Communities, click Edit next to the community you want to edit. To rename the Chatter tab:
4. Type the singular and plural versions of your preferred tab name, for example, Partner and • Customize Application
Partners. Select Starts with a vowel sound if appropriate. OR
5. Click Save. View Setup and
Configuration
AND
Be designated as a
translator

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Set Up and Manage Salesforce Communities Community Setup Basics

Brand Your Community

If you’re using the Salesforce Tabs + Visualforce template, you can customize the look and feel of
EDITIONS
your community in Community Workspaces or Community Management. You can add your own
logo, colors, and copyright so that your community matches your company’s branding and is Available in: Salesforce
instantly recognizable to your community members. Classic (not available in all
orgs) and Lightning
Important: Follow these steps to design your community’s branding. If you’re using the
Experience
Community Builder to create your custom pages, you can use the Community Builder instead.
1. Open Community Workspaces or Community Management. Available in: Enterprise,
Performance, Unlimited,
2. Click Administration > Branding. and Developer Editions
3. Use the lookups to choose a header and footer for the community.
First upload the files for your header and footer to the Documents tab. The header can be a GIF, USER PERMISSIONS
JPG, or PNG file with a maximum file size of 20 KB. The footer must be an HTML file. The maximum
file size for all HTML files is 100 KB. So if you have a footer HTML file that is 70 KB and you want To create, customize, or
to use an HTML file for the header, it must be 30 KB or smaller. publish a community:
• Create and Set Up
The header you choose replaces the Salesforce logo below the global header. The footer you
Communities AND View
choose replaces the Salesforce copyright and privacy footer. Setup and Configuration
4. Click Select Color Scheme to select from the predefined color schemes. Or click the text box
next to the page section fields to select a color from the color picker.
Here’s how selected colors show up in your community and in the Salesforce app.

Color Choice Where It Appears

Header Background Top of the page, under the black global header. If you select an HTML file in the Header field, it overrides
this color choice.
Top of the login page.
Login page in the Salesforce app.

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

Primary Tab when it’s selected.

Secondary Top borders of lists and tables.

Button on the login page.

Tertiary Background color for section headers on edit and detail pages.

5. Click Save.

SEE ALSO:
Customize Communities
Brand Your Community’s Login Page
Create Dynamic Branding URLs

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Set Up and Manage Salesforce Communities Community Setup Basics

Customize Email Sent from Communities

You can customize email sender information and Chatter email branding. You can also customize
EDITIONS
email templates, such as templates for welcoming new members and resetting member’s passwords.
You can customize email templates in the user interface or with Visualforce. Available in: Salesforce
1. From Setup, enter All in the Quick Find box, and select All Communities. Next to your Classic (not available in all
community, click Workspaces. orgs) and Lightning
Experience
2. Click Administration, and then select Emails.
3. Enter custom values for the email sender’s name and address to replace the default values. Available in: Enterprise,
Performance, Unlimited,
Note: If you change the sender’s email address, we send a verification email to the new and Developer Editions
address. The change is pending, and we continue to use the existing address while we
await verification. The requested address doesn’t take effect until you click the confirmation
USER PERMISSIONS
link in the email. If verification is already pending for a new email address, and you specify
a different new address, we retain the latest value and use that value for verification. To create, customize, or
If you enter a custom value for the sender’s address and you have enabled mail relay, your publish a community:
Chatter emails use the relay. • Create and Set Up
Communities AND View
4. Customize what displays in the footer of Chatter emails. Setup and Configuration

Important: Both a logo and email footer text are required. Keep in mind that:
• All Chatter emails display the Chatter logo and Salesforce information by default
unless you replace them with your org’s own logo and information.
• If you previously customized the logo or footer text and want to restore the default
values, use the API to set these fields to null.

a. To replace the default Chatter logo, choose a logo.

The logo must be an existing document in the Documents tab and must be marked Externally Available Image. Images of 150
x 50 pixels on a transparent background work best.

b. To replace the default footer text, enter up to 1,000 characters.

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

5. To send email to users when they’re added to the community, select Send welcome email.

Important: Welcome emails contain login information for external members. If you don’t select this option, you must send
username and password information directly to the user who’s registering for your community.
Salesforce sends welcome emails when:
• A community changes from Preview status to Active status. An inactive community doesn’t receive emails unless the associated
org has a default portal or if the user’s profile is part of an active portal.
• An admin adds a profile or permission set to an active community.
• A user of an active community is assigned a profile or permission set.
By default, the link provided in the welcome email is valid for seven days, but you can change the duration.
a. From Setup, enter Sessions in the Quick Find box, then click Session Settings.
b. From the dropdown menu, select Link Expires In, and select the duration.

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Set Up and Manage Salesforce Communities Community Setup Basics

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

6. To send email to users when they receive a one-time password, for One-Time Password, look up and select the email template,
Communities: One-Time Password Email.

Important: This one-time password email message is not enabled by default. If you don’t select this option, Salesforce sends
a generic message for identity verification.
Salesforce sends verification emails whenever users are required to confirm their identity.
• An external user attempts to log in to or sign up for your community with an email address.
• An external user attempts to log in to your community from a new browser.
• An external user attempts to register a mobile or U2F device.

7. To select an email template for Forgot Password, Change Password, Case Comment, User Lockout, or One-Time Password emails,
click . Then select an email template from the list.
Password reset links expire after 24 hours.
You can customize the default email templates.

Note: When you customize the contents of a default email template, use the {!Community_Url} merge field to populate
the URL for the current community. This field ensures that emails have the correct URL to direct users to the appropriate
community. The {!Community_url} merge field is not available for the User Lockout template.

8. Click Save.
Emails that are sent as a result of approvals and workflows, and changes to unscoped objects, like cases, are sent based on community
membership. For example, if a workflow triggers an email, all the recipients are grouped based on community membership and then
one email is sent to each group. If the user is a member of multiple active communities, the email comes from the oldest active community.

Note: Objects that you can see whether you’re in a community or your internal Salesforce org are called unscoped objects.
Unscoped objects include records like opportunities, accounts, cases, and the like.
Another way to customize community emails is to use these fields on the API Network object.
• CaseCommentEmailTemplateId—ID of the email template used when submitting a comment on a case.
• ChangePasswordEmailTemplateId—ID of the email template used when notifying users that their password has been
reset.
• EmailFooterLogoId—ID of the Document object that displays as an image in the footer of community Chatter emails.
• EmailFooterText—Text that displays in the footer of community Chatter emails.
• EmailSenderAddress—Read only. Email address from which community emails are sent.
• EmailSenderName—Name from which community emails are sent.
• ForgotPasswordEmailTemplateId—ID of the email template used when users forget their password.
• LockoutEmailTemplateId—ID of the email template used when users try to reset their password after locking themselves
out of their community from too many login attempts.
• NewSenderAddress—Email address that has been entered as the new value for EmailSenderAddress but has not been
verified yet. After a user has requested to change the sender email address and has successfully responded to the verification email,
the NewSenderAddress value overwrites the value in EmailSenderAddress. This value becomes the email address from
which community emails are sent.

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Set Up and Manage Salesforce Communities Community Setup Basics

– If verification is pending for a new email address and you set NewSenderAddress to null, the verification request is canceled.
– NewSenderAddress is automatically set to null after EmailSenderAddress has been set to the new verified address.
– If verification is pending for a new email address, and you specify a different new address for this field, only the latest value is
retained and used for verification.

• OptionsSendWelcomeEmail—Determines whether a welcome email is sent when a new user is added to the community.
• VerificationEmailTemplateId—ID of the email template used when users must verify their identity, for example, when
they log in without a password or from a new device.
• WelcomeEmailTemplateId—ID of the email template used when sending welcome emails to new community members.

SEE ALSO:
Merge Fields for Communities
Customize Communities
Add Send an Email, Log a Call, New Event, and New Task Buttons to the Activity Composer
Use Your Classic Email Templates in Lightning Experience

Merge Fields for Communities

You can personalize the email that you send to community members by adding merge fields to
EDITIONS
your Communities email templates.
When you enable Salesforce Communities in your org, Salesforce provides text-based email templates Available in: Salesforce
to simplify communicating with your community members. You can use these templates to: Classic (not available in all
orgs) and Lightning
• Welcome new members
Experience
• Handle forgotten passwords
Available in: Enterprise,
• Reset passwords
Performance, Unlimited,
• Notify users when they’re locked out after failing to log in after so many attempts and Developer Editions
• Comment on cases
• Send one-time passwords for identity verification
Community email templates have merge fields unique to communities. You can find them under the Network Member Fields field type.
You can also use other merge field types, such as Receiving User and Organization. Here are a few merge fields commonly used in
Community email templates.

Field Name Description

{!Network_Community_Name} The name of the community.

{!Network_Community_Url} The URL to the login page of the community, for example,
https://acme.force.com/partners/login.
{!Community_Url} is populated in the:
• Welcome New Member template when Send welcome email
is selected
• Forgot Password or Change Password template if the external
user receiving the email is a member of the community

{!Receiving_User.Username} The username of the user receiving the email.

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Set Up and Manage Salesforce Communities Community Setup Basics

Note: Available merge fields differ between email templates. View Available Merge Fields at the top of each email template to
see the available fields.
For more flexibility, you can create custom Communities email templates in Visualforce. For a Visualforce email template, use the
$Network global merge field type and its properties, as described in this table. These fields are populated only in Visualforce
Communities email templates.

Field Name Description

$Network.ActionForVerificationEmail Used in one-time password (OTP) emails to specify the action that
prompted sending a verification email.

$Network.BrowserForVerificationEmail Used in OTP emails to specify the browser where the action
occurred that prompted sending a verification email.

$Network.CodeForVerificationEmail The verification code sent in the OTP email.

$Network.Name The name of the community.

$Network.NetworkUrlForUserEmails The URL to the login page of the community, for example,
https://acme.force.com/partners/login.
If this merge field is in the welcome email to new members, the
URL is appended with a link to a reset password page.

$Network.OperatingSystemForVerificationEmail Used in OTP emails to specify the operating system where the
action occurred that prompted sending a verification email.

$Network.passwordLockTime Used in the formula field for lockout emails to specify how long a
user must wait until logging in again after being locked out.

For more information on creating Visualforce templates, see the Visualforce Developer Guide.
If your community uses cases, approvals, or workflows, emails created from an email template that use the {!<any_object>.Link}
or {!Case.Link} merge fields include a link to the record in the community. If the user receiving the email is a member of multiple
active communities, the link goes to the oldest active community. If the user is already logged in to a community and clicks the link in
the email, the link goes to that community. If the user is not a member of any community, the link goes to the internal org. If the user is
a member of a portal and a community, the link goes to the community.

Field Name Description

{!Case.Link} Used in:
• Case comment notifications to contacts and owners
• Case creation and update notifications to contacts

{!<any_object>.Link} Used in:

• Approval requests sent to approvers and delegated approvers
• Workflow email alerts

To insert merge fields into your Communities email templates,

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Set Up and Manage Salesforce Communities Community Setup Basics

1. From Setup, enter Email Templates in the Quick Find box, and select Classic Email Templates. Next to an email template,
click Edit.
2. Under Available Merge Fields, from the dropdown menu, select the field type, and then select the field. For merge fields specific to
communities, select Network Member Fields.
3. Copy the merge field value into the body of the email template.

SEE ALSO:
Customize Email Sent from Communities
Email Templates in Salesforce Classic

One-Time Password Email Template

You can customize the email that you send to external users to verify their identity with a one-time
EDITIONS
password (OTP). The email includes a verification code that users enter to prove their identity.
Control how you communicate with your customers and partners by rewording the email that Available in: Lightning
comes with the verification code. communities
Your org sends out an email with a one-time password for all email verifications, such as when you
Available in: Enterprise,
set up:
Performance, Unlimited,
• Device activation—Require external users to verify their identity when they log in from a different and Developer Editions
browser or new device. You enable device activation from the external identity profile, under
Session Settings.
USER PERMISSIONS
• Passwordless login—Set up a login page for your community that allows users to log in with
their email address. You create a passwordless login page from your community’s Login & To create, customize, or
Registration page. See Customize Your Community’s Login Experience. publish a community:
• Create and Set Up
• Two-factor authentication—Require users to log in with two-factor authentication.
Communities AND View
The one-time password email template is available to communities as of Winter ’19. Setup and Configuration
1. From Setup, enter All in the Quick Find box, and select All Communities. Next to your
community, click Workspaces.
2. Select Administration, and then select Emails.
3.
Under Email Templates, click next to One-Time Password, and select Communities: One-Time Password Email.
4. Click Save.
Your community is set up to send verification code notifications to users.

5. To customize the notification, edit the email template.

a. From Setup, enter Email Templates in the Quick Find box, and select Classic Email Templates.
b. Next to Communities: One-Time Password Email, select Edit.
c. Edit the text in the email body.

Note: Do not remove {!Verification_Code}.

d. (Optional) In the email body, insert merge fields listed under Available Merge Field. To get the merge field value, select a field
type, and then select a field. Copy and paste the merge field value into the email body.

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Set Up and Manage Salesforce Communities Community Setup Basics

For example, from the Field Type dropdown, select Network Member Fields, and then select Community Name. The Merge
Field Value displays {!Community.Name}.

e. Click Save.

You can also use Visualforce to create a custom OTP email template using the $Network global merge field type. See Merge Fields
for Communities.

User Lockout Email Template

You can customize the email template you send to users when they attempt to reset their password
EDITIONS
after getting locked out of your community due to too many failed login attempts. You can change
the look to match your brand and how and when users can unlock their accounts. Available in: Lightning
Users are unable reset their passwords when their accounts are locked. Depending upon their communities
password policy, they may need to wait a period of time or reach out to an admin to unlock their
Available in: Enterprise,
account before they can reset their password. Admins set the password policy, including the
Performance, Unlimited,
maximum allowable invalid login attempts, on the community user’s profile page. This password and Developer Editions
policy determines the next steps users take to unlock their account. The default email template
includes a formula that checks the profile’s password policy and pulls that information into the
notification sent. USER PERMISSIONS
The user lockout email template is available to communities as of Summer ’18. To create, customize, or
1. From Setup, enter All in the Quick Find box, and select All Communities. Next to your publish a community:
community, click Workspaces. • Create and Set Up
Communities AND View
2. Select Administration, and then select Emails. Setup and Configuration
3.
Under Email Templates, click next to User Lockout, and select Communities: User
Lockout Email.
4. Click Save.
Your community is set up to send notifications to users when they’re locked out of their accounts.
5. To change the formula or make other customizations, edit the email template.

Note:
• The formula included in this template is only for lockout emails. When applied to another email type, the formula returns
a blank message.
• The {!Community_url} merge field is not available for the lockout template.

a. From Setup, enter Email Templates in the Quick Find box, then select Classic Email Templates.
b. Next to Communities: User Lockout Email, select Edit.
c. Edit the text in the email body. To personalize your email content, use the available merge fields listed at the top of the page.
d. Click Save.

Example: If the password policy locks users out for 15 minutes before they can try to log in again, the formula returns the following
message: “Try again in 15 minutes.”

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Set Up and Manage Salesforce Communities Community Setup Basics

Enable Notifications in Lightning Communities

With Global Notifications, your members receive messages wherever they are working, whether in
USER PERMISSIONS
their communities or in their apps. Members receive notifications on any screen—mobile, tablet,
and desktop. This functionality is available in communities based on Customer Service (Napili), To create permission sets:
Partner Central, and any Lightning Bolt solutions. • Manage Profiles and
Permission Sets
Available in: Lightning Experience To assign a permission set
to a user:
Available in: Enterprise, Performance, Unlimited, and Developer Editions
• Assign Permission Sets
To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

All events that trigger notifications are supported. Members can even trigger notifications on record feeds. For example, an internal
member can trigger a notification from the Salesforce org by @mentioning an external member on a lead or opportunity. When a
member clicks a notification, the originating detail page or other appropriate location is displayed for seamless collaboration across
communities and apps.

Note: If you use the Build Your Own template, create the Feed Detail page so you can see notifications.

By default, the Notifications icon is hidden in existing communities and displayed in new communities.
1.
In Community Builder, click on the left sidebar and then click Theme.
2. For the default Customer Service theme layout, show or hide Notifications for your members by selecting Hide Notifications icon
in community header.

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Set Up and Manage Salesforce Communities Community Setup Basics

Enable the App Launcher in Lightning Communities

Display the App Launcher in Lightning communities to make it easy for members to move between
USER PERMISSIONS
their communities and their Salesforce org. This functionality is available in any community based
a Lightning community template or Lightning Bolt solution. To create permission sets:
• Manage Profiles and
Available in: Lightning Experience Permission Sets
To assign a permission set
Available in: Enterprise, Performance, Unlimited, and Developer Editions
to a user:
• Assign Permission Sets
To let members see the App
Launcher:
• Show App Launcher in
Communities
To create, customize, or
publish a community:
The App Launcher displays a tile for every app and published community (both Tabs + Visualforce • Create and Set Up
and Lightning communities). Unlike in Lightning Experience, the All Items area and AppExchange Communities AND View
Setup and Configuration
link aren't available. Users see only the apps and communities that they’re authorized to see
according to their profile or permission sets.
The App Launcher is automatically enabled for new communities, but for older communities, you may need to enable it manually.
1. In Community Builder, select the Navigation Menu component in the page you’re configuring.
2. To display the App Launcher in existing communities, ensure Hide App Launcher in community header is deselected.

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Set Up and Manage Salesforce Communities Community Setup Basics

3. To let users see the App Launcher, ensure the Show App Launcher in Communities permission is enabled in user profiles in Setup.
By default, this user permission is enabled for all standard profiles but it’s not enabled for custom profiles. Enable this user perm on
custom profiles or create a permission set.

Note: The App Launcher is not available in any Salesforce mobile experience or in Salesforce Tabs + Visualforce communities.
Members who use Salesforce Tabs + Visualforce communities and Salesforce Classic can use the global header to switch between
their communities and their Salesforce org.

SEE ALSO:
Switching Between Your Salesforce Org and Your Communities
Enable the Global Header for Communities

Enable the Global Header for Communities

In Salesforce Tabs + Visualforce communities and Salesforce Classic, the global header lets you
USER PERMISSIONS
switch between your communities and your Salesforce org.
To create permission sets:
Available in: Salesforce Classic • Manage Profiles and
Permission Sets
Available in: Enterprise, Performance, Unlimited, and Developer Editions
To assign a permission set
to a user:
• Assign Permission Sets
Communities must be enabled in your Salesforce org to use the global header.

Important: The global header is visible only in Salesforce orgs using Salesforce Classic.
Salesforce orgs using Lightning Experience can use the App Launcher.

The View Global Header permission is disabled by default for all standard profiles. To view the global header, users must be assigned
the View Global Header permission either by selecting it on standard profiles, creating custom profiles, or by creating a permission set.
Create permission sets to easily assign this permission to specific people.
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
2. Click New and create a permission set that includes the System Permission View Global Header.
3. Assign the permission set to the appropriate users.
Users with this permission set see the global header at the top of all pages. They can use the menu on the left to switch between their
internal org and any communities they have access to.
The Your Name menu on the right side contains links to edit contact information and log out. For internal users, it also contains a
link to Help & Training and may also contain links to Setup and other tools depending on user permissions and enabled features.
In a Salesforce Tabs + Visualforce community, users with either the Manage Communities or the Create and Set Up Communities
permission see a gear icon ( ) they can use to switch to Community Workspaces or Community Management.

Note: Within Community Workspaces or Community Management, users see the global header and the Community Management
menu, even if they don’t have the View Global Header permission. However, we recommend that you still assign the View Global
Header permission so users can switch between your Salesforce org and communities.

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Set Up and Manage Salesforce Communities Community Setup Basics

SEE ALSO:
Switching Between Your Salesforce Org and Your Communities
Enable the App Launcher in Lightning Communities

Share a Link to Your Community

You can allow members to preview your community before making it active.
EDITIONS
You can only share the link for a preview community with users who were added as members of
the community. Available in: Salesforce
Classic (not available in all
Sharing a link to a community in Preview status allows you to easily gather stakeholder feedback.
orgs) and Lightning
The community functions just as it will when you make it active, so stakeholders can try out all
Experience
functionality and review your branding and customizations. Additionally, you can take advantage
of having early members who can post, comment, and share records so that members enter an Available in: Enterprise,
active community from their first login. Performance, Unlimited,
and Developer Editions
1. Open Community Workspaces or Community Management.
2. Click Administration > Settings.
USER PERMISSIONS
3. Copy the URL displayed on the page and share it with your stakeholders.
Keep in mind that you can only share the URL with users who you added as members of the To share a preview URL for
community. your community:
• Create and Set Up
Communities
SEE ALSO:
Customize Communities
Communities Statuses

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Set Up and Manage Salesforce Communities Community Setup Basics

Activate Your Community

Activate your community to make it accessible to community members. The effect of activating a
EDITIONS
community differs by template.
• Salesforce Tabs + Visualforce: Activating the community makes the community URL active Available in: Salesforce
and enables login access for community members. If welcome emails are enabled when you Classic (not available in all
activate, a welcome email is sent to all members. If any of those users are new portal users, their orgs) and Lightning
welcome email includes their username and password. Experience
• Koa, Kokua, or Customer Service: Activating the community sends out a welcome email to Available in: Enterprise,
all community members and registers the site with Brombone™, a search engine optimization Performance, Unlimited,
service. To make the community URL active and enable login access for community members, and Developer Editions
publish the community.
1. Open Community Workspaces or Community Management. USER PERMISSIONS
2. Click Administration > Settings.
To create, customize, or
3. Click Activate Community. publish a community:
• Create and Set Up
Communities AND View
SEE ALSO: Setup and Configuration
Communities Statuses
Customize Communities
Deactivate a Community

Communities Statuses
Communities can have one of the following statuses.
EDITIONS
Status Description Available in: Salesforce
Preview Customization of the community isn’t complete, and the community has never Classic (not available in all
been activated. Once you activate a community, you can’t go back to Preview orgs) and Lightning
Experience
status.
Users with “Create and Set Up Communities” can access communities in Preview Available in: Enterprise,
status if their profile or permission set is associated with the community. They can Performance, Unlimited,
also share a link to these communities with users whose profiles or permission sets and Developer Editions
are associated with the community. The link for sharing a Preview community
is located on the Community Management page. If you’re using Community
Workspaces, the link for sharing a Preview community is located under
Administration.
No welcome emails are sent even if Send welcome email is selected.

Note: If your org’s access to Communities is suspended for non-payment,

all your communities are deactivated, including the communities in Preview.
When Communities is reenabled, all communities are inactive. You can
activate these communities, but you can’t return to the Preview state.

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Set Up and Manage Salesforce Communities Community Setup Basics

Status Description
Inactive The community was previously Active but was deactivated.
You may want to deactivate a community if you need to:
• Add or remove members
• Add, remove, or change the order of tabs
• Change the color scheme
• Change the community URL
When you deactivate a community , it no longer appears in the drop-down menu. Users with “Create and Set Up
Communities” can still access the setup for Inactive communities regardless of membership. If members try
to access Inactive communities using a direct link, they see an error page.
Welcome emails are sent if Send welcome email is selected or if the user’s email settings are not enabled.

Active The community is active and available to members.

Welcome emails are sent to new members if Send welcome email is selected.

SEE ALSO:
Customize Communities
Activate Your Community
Deactivate a Community
Share a Link to Your Community

Update Your Community Settings

Manage your community name, description, community status, and community template all from
EDITIONS
one location.
You can change your community name and URL after the community is activated, but users aren’t Available in: Salesforce
redirected to the new URL. So be sure to inform your community members before changing the Classic (not available in all
name or URL. orgs) and Lightning
Experience
1. Open Community Workspaces or Community Management.
2. Click Administration > Settings. Available in: Enterprise,
Performance, Unlimited,
3. Edit your community settings as needed. and Developer Editions
• Select next to the community you want to change, and make your changes. You can
change your URL from this page. However, if you’ve already activated your community, USER PERMISSIONS
users aren’t redirected to the new URL.
To create, customize, or
• Manage the status of your community.
publish a community:
• Change your community template. • Create and Set Up
Communities AND View
Setup and Configuration
SEE ALSO:
Change Your Community Template
Communities Statuses

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Set Up and Manage Salesforce Communities Community Setup Basics

Deactivate a Community
You may want to deactivate a community if you need to:
EDITIONS
• Add or remove members
• Add, remove, or change the order of tabs Available in: Salesforce
Classic (not available in all
• Change the color scheme
orgs) and Lightning
• Change the community URL Experience
1. Open Community Workspaces or Community Management. Available in: Enterprise,
2. Click Administration > Settings. Performance, Unlimited,
and Developer Editions
3. Click Deactivate.
Your community is inactive and offline.
USER PERMISSIONS
When a community is inactive, members still see it in the menu, but can’t access it unless they
have the “Create and Set Up Communities” permission. To create, customize, or
publish a community:
SEE ALSO: • Create and Set Up
Communities AND View
Communities Statuses Setup and Configuration
Activate Your Community
Customize Communities

Change Your Community Template

If you use the Salesforce Tabs + Visualforce template, you can change your template to a Lightning
EDITIONS
community template or any installed Lightning Bolt Solution in Community Builder.

Note: Apart from the Help Center template, we don’t recommend changing from one Available in: Salesforce
Lightning community template to another. So for example, avoid changing from a Customer Classic (not available in all
orgs) and Lightning
Service template to a Partner Central template. Although the functionality is available for
Experience
these templates, we recommend that you start afresh with a new community instead. If you
do change from one Lightning community template to another and lose your customizations, Available in: Enterprise,
Salesforce Customer Support will be unable to assist you. Performance, Unlimited,
and Developer Editions
Important: There is no data loss when you change templates, but some customizations are
lost. Be sure to review Considerations for Changing Your Community Template before changing
your template. USER PERMISSIONS
1. Open Community Workspaces or Community Management. To create, customize, or
2. Click Administration > Settings. publish a community:
• Create and Set Up
3. Click Change Template. Communities AND View
4. Choose the template you want to switch to. Setup and Configuration

5. When prompted, select Change Template to confirm your changes.

After you change the template, you are taken back to Community Workspaces or Community Management.
Check to make sure your community pages, such as the Login page or Community Home page, are still the best choice for your updated
community template. For example, if you previously had a Salesforce Tabs + Visualforce template and switch to the Customer Service
template, update your pages to use Community Builder pages instead of Visualforce pages. If necessary, customize your community in
Community Builder and publish any changes you make.

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Set Up and Manage Salesforce Communities Community Setup Basics

Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates to create
communities. Salesforce still supports existing communities that were built using Koa and Kokua. To create a community based
on Koa or Kokua, contact Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to replace
your existing Koa and Kokua communities. The latest Lightning community templates provide richer support for Knowledge and
case management.

Considerations for Changing Your Community Template

Changing your community template affects the community navigation, branding, and
EDITIONS
customizations.

Note: Apart from the Help Center template, we don’t recommend changing from one Available in: Salesforce
Lightning community template to another. So for example, avoid changing from a Customer Classic (not available in all
orgs) and Lightning
Service template to a Partner Central template. Although the functionality is available for
Experience
these templates, we recommend that you start afresh with a new community instead. If you
do change from one Lightning community template to another and lose your customizations, Available in: Enterprise,
Salesforce Customer Support will be unable to assist you. Performance, Unlimited,
• When you change your template, Salesforce object data carries over, but some branding and and Developer Editions
component customizations do not. You may have to redo some of your customizations. You
can back up most customizations by exporting your community. See Save a Copy of Your
Community’s Customizations.
• Changing the community template updates the navigation options in Community Workspaces or Community Management. To
view all available navigation options regardless of template selection, select Administration > Preferences > Show all settings
in Community Workspaces or Community Management.
• Your community URL changes when switching from a Salesforce Tabs + Visualforce template to any other template type. Specifically,
/s is appended to the community URL. Be sure to update any links to your community with the updated URL.
• In active communities
– When you switch over to the Koa, Kokua, or Customer Service templates, your template change is saved in a draft version. Use
the draft version to further customize your community in Community Builder. Your community is updated only after you publish
your changes.
– When you switch to the Salesforce Tabs + Visualforce template from any other template, your changes immediately reflect in
your active community. In this scenario, we recommend that you deactivate your community before you change your template.
Once you’ve made all your changes, reactivate the community.
– If your template is listed as None, it means you’re not using a predefined template or you are using a modified version of one
of our templates.

Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates to create
communities. Salesforce still supports existing communities that were built using Koa and Kokua. To create a community based
on Koa or Kokua, contact Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to
replace your existing Koa and Kokua communities. The latest Lightning community templates provide richer support for
Knowledge and case management.

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Set Up and Manage Salesforce Communities Community Setup Basics

Enable Optional Community Features

Enable other optional features in your community such as user nicknames, guest access, private
EDITIONS
messages, direct messages, content flagging, and reputation levels.
To use these settings, Chatter must be enabled in your organization. Available in: Salesforce
Classic (not available in all
1. Open Community Workspaces or Community Management.
orgs) and Lightning
2. Click Administration > Preferences. Experience
3. Change the desired settings. Available in: Enterprise,
General Performance, Unlimited,
and Developer Editions
• Display nicknames instead of full names in your community. Enabling nickname display
in your community allows more privacy and protects member identities. This protection
is especially helpful in a public community where unregistered visitors can access USER PERMISSIONS
member profiles.
To create, customize, or
• Enable access to public Chatter content in your community so that guest users can publish a community:
access it without logging in. Allowing this access is a way to boost adoption. It helps • Create and Set Up
customers easily find information they need without having to log in, register, or contact Communities AND View
your company directly. Setup and Configuration
• Enable Chatter messages, which allow community members to have secure private
conversations with other Chatter users. To expose Chatter messages for external users,
administrators must also enable the Chatter tab in communities using the Salesforce Tabs + Visualforce template.
• Enable direct messages, which allows community members to have secure private conversations in communities built using
the Customer Service template.
• Use custom Visualforce error pages, if you want authenticated users to see your custom branded Visualforce error pages.
• Show all settings available in Community Management or Community Workspaces that are hidden by default based on how
you set up your community. Enabling this setting overrides the dynamic navigation provided in Community Management
and Community Workspaces.
Community Management or Community Workspaces
• Allow members to flag posts, comments, or files for moderation on page 530 within your community. Members can flag
items that contain inappropriate language or sensitive information.
• Enable Reputation on page 578to allow community managers to set up a point system that rewards users who participate
in the community. Administrators set up corresponding reputation levels that users see on their profile.
• Enable knowledgeable people on page 578so you can discover who’s knowledgeable on topics and endorse people for
their knowledge on a topic.
• Enable Upvoting and Downvoting to allow community members to participate in evaluating the worth of a question or
answer. Up and down voting is enabled by default in communities created as of Winter ’18 and later.
• Assign Permission to Verify Answers for Your Company to allow selected community members to mark an answer as company
verified.
• Assign Post Pinning Permission to allow selected community members to pin a critical post to the top of a group or topics
feed.
• Assign a Default Community to a User Profile to associate that profile with a specific community. Notification emails about
network-agnostic objects, like cases, accounts, and opportunities, take on the default community’s branding. Links in the
emails take users to the default community—no more news from nowhere.
• Add Rich Publisher Apps to Your Feeds to enhance your feeds with payloads that are unique to your business process.

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Set Up and Manage Salesforce Communities Community Setup Basics

Files
• Set the maximum size in MB for files uploaded to the community.
• Specify the types of files that can be uploaded in the community.

4. Click Save.

IN THIS SECTION:
Show Nicknames Instead of Full Names in the Community
Enabling nickname display in your community allows more privacy and protects member identities. This protection is especially
helpful in a public community where unregistered visitors can access member profiles.
Enable Public Access to a Community
Enable access to communities for guest (unlicensed) users, without requiring them to log in or register with the community.
Streamline Customer Support with Community 360
Community 360 informs support agents working in the Service Console whether the customer has looked at the pertinent
documentation. It also shows if the customer has filed a case before calling support. As a result, agents don’t suggest articles that a
customer has accessed or open duplicate cases, decreasing customer frustration and improving support.
Use Custom Visualforce Error Pages for Authenticated Users
If you have customized Visualforce error pages, you can have those pages display for authenticated community users.
Limit Files in Your Community
Restrict the size and types of files that your community members can upload. This whitelist of file types lets you control what your
community members upload and also prevents spammers from polluting your community with inappropriate files.
Configure a Custom Domain for Your Community
Set up a custom domain so that your community URLs reflect your company brand.
Add the Global Search Box to Your Customized Community HTML Header
If you customize your Salesforce Communities with an HTML header, you hide the global search box. To take advantage of this search
functionality, add a form to your custom header.
Choose a Landing Tab
If you are using the Salesforce Tabs + Visualforce template, you can select a landing tab for your community.

SEE ALSO:
Show Nicknames Instead of Full Names in the Community
Enable Public Access to a Community
Use Custom Visualforce Error Pages for Authenticated Users
Enable Members to Flag Items in Your Community
Enable Reputation in Your Community
Limit Files in Your Community

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Set Up and Manage Salesforce Communities Community Setup Basics

Show Nicknames Instead of Full Names in the Community

Enabling nickname display in your community allows more privacy and protects member identities.
EDITIONS
This protection is especially helpful in a public community where unregistered visitors can access
member profiles. Available in: Salesforce
All users have nicknames by default, which they can modify by going to Your Name > Edit Classic (not available in all
Contact Info in the global header or from their Chatter user profile. orgs) and Lightning
Experience
1. Open Community Workspaces or Community Management.
2. Click Administration > Preferences. Available in: Enterprise,
Performance, Unlimited,
3. Select Enable nickname display, then click Save. and Developer Editions
Nicknames appear in place of first and last names in almost all locations in the community. For
example, they appear in feeds, list views, groups, search results, recommendations, and on user USER PERMISSIONS
profiles and files. The Salesforce app and any community sites activated using community templates
show nicknames as well. To enable nickname display:
A few restrictions to keep in mind about nickname display: • Create and Set Up
Communities
• Private messages display full names. You can choose to turn off private messages to avoid this
AND
display.
Is a member of the
• Records and user lookups on records show full names. Keep in mind, though, that you can community
control record and user visibility with sharing rules.
• Mobile notifications in the Salesforce app show full names. You can turn off mobile notifications
in the app to avoid this display.
• Searches by first, last, and full names aren’t restricted and return matches, but the search results display only nicknames. Global
search auto-complete recommendations show any first, last, and full names that the user has searched by or accessed via a record
or another location. The recent items list also shows first, last, and full under the same conditions.

SEE ALSO:
Enable Optional Community Features

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Set Up and Manage Salesforce Communities Community Setup Basics

Enable Public Access to a Community

Enable access to communities for guest (unlicensed) users, without requiring them to log in or
EDITIONS
register with the community.
Public communities lend themselves well to business-to-consumer (B2C) type scenarios and allow Available in: Salesforce
you to reach a broader audience. Consider the example of a customer support community. A Classic (not available in all
community with public discussions, known issues, and solutions posted by other community orgs) and Lightning
members or customer support allows existing and potential customers to view information without Experience
logging in. Available in: Enterprise,
Public access to any community depends on the level of access you grant to the guest user profile. Performance, Unlimited,
Make sure that you enable access to Chatter content for guest users via the API. and Developer Editions

Note: You can also control access to public content at the page level from Community
Builder. USER PERMISSIONS
Guest User Profiles To enable public access to
Whenever you make a community using the Community Creation wizard, Salesforce automatically community content:
creates a guest user profile for the community. You can access the guest user profile in one of the • Create and Set Up
Communities
following ways and change the profile settings to open up or limit access to your community’s
public content. AND

1. Open Community Workspaces or Community Management. Is a member of the

community
2. For communities using the Salesforce Tabs + Visualforce template:
a. Under Administration, click Pages and then click Go to Lightning Platform.
b. On the site settings page, click Public Access Settings to edit the guest profile page.
c. To update the profile access permissions, click Edit and make your updates.
d. Click Save.

For Lightning communities, you can also access the guest user profile from Community Builder settings. Click General and then click
the link under the Guest User Profile section.

Important:
• Guest users can't be inactive in an org, so they always have access to active communities.
• If you have enabled profile-based rollout for Chatter in your organization, guest users can’t access public communities until
you enable Chatter access on the guest user profile. For more information, see Control Chatter Access through User Profiles in
the Salesforce Help.
• Page variations and page-level settings gate access to your community pages.
• When you add custom components to your community, they can bypass the object- and field-level security (FLS) you set for
the guest user profile. Lightning components don’t automatically enforce CRUD and FLS when referencing objects or retrieving
the objects from an Apex controller. This means that the framework continues to display records and fields for which users
don’t have CRUD permissions and FLS visibility. You must manually enforce CRUD and FLS in your Apex controllers.

Enabling API Access to Chatter for Guest Users

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

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Set Up and Manage Salesforce Communities Community Setup Basics

• Group
• Group Detail
• Headline
• Record Information Tabs
• Related Lists
• Reputation
• Search & Post Publisher
To enable access to Chatter functionality, access Community Workspaces or Community Management.
1. Click Administration > Preferences.
2. Select Give access to public API requests on Chatter, then click Save.
Enabling public access through the guest user profile and the API exposes data for guest users through Chatter in Apex which is helpful
when you’re building your own community pages from scratch.

SEE ALSO:
Enable Optional Community Features
Methods Available to Communities Guest Users

Streamline Customer Support with Community 360

Community 360 informs support agents working in the Service Console whether the customer has
EDITIONS
looked at the pertinent documentation. It also shows if the customer has filed a case before calling
support. As a result, agents don’t suggest articles that a customer has accessed or open duplicate Available in: Salesforce
cases, decreasing customer frustration and improving support. Classic (not available in all
orgs) and Lightning
IN THIS SECTION: Experience

Set Up Community 360 Available in: Enterprise,

Enable Community 360 in your org and then set it up for each community you have. Performance, Unlimited,
and Developer Editions
Considerations When Using Community 360
When you enable Community 360 in your org, you’re allowing data to be gathered from
community members and stored in Salesforce. Here are some things to keep in mind when using Community 360.

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Set Up and Manage Salesforce Communities Community Setup Basics

Set Up Community 360

Enable Community 360 in your org and then set it up for each community you have.
EDITIONS
1. Open Community Workspaces or Community Management.
Available in: Salesforce
2. Select Administration > Preferences.
Classic (not available in all
3. Select Gather Community 360 data. orgs) and Lightning
If you don’t see the Community 360 option, it hasn’t been enabled. Contact Salesforce Customer Experience
Support to enable it.
Available in: Enterprise,
4. Click Save. Performance, Unlimited,
and Developer Editions
5. Assign the View Community 360 profile permission to the customer support profiles that
require it.
USER PERMISSIONS
6. If you’re using Salesforce console in Lightning Experience, open Lightning App Builder and
simply drag the Community 360 component to any case or contact page layout. To enable Community 360
7. If you’re using Salesforce console in Salesforce Classic, add the Community 360 component by in a community:
placing its Custom Console Component on the contact or case page layout. We recommend • Access Community
Management OR
placing the component in the left sidebar, stacked, with a 400 pixel width.
Manage Communities
Your support agents see if the customer has opened a case, and which articles have been
AND
viewed in a community directly in the Service Console app.
Is a member of the
community

To edit profiles:
• Manage Profiles and
Permission Sets
AND
Customize Application

To create and save Lightning

pages in Lightning App
Builder:
• Customize Application

Note:
• Community 360 checks the following: cases viewed, articles viewed, article votes, posts made, and posts viewed.

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Set Up and Manage Salesforce Communities Community Setup Basics

• Community 360 data is stored in the NetworkUserHistoryRecent object. API access to the object is limited to
users with the “Modify All Data” permission.
• Community 360 is not available in sandbox environments.

SEE ALSO:
Add Console Components to Page Layouts in Salesforce Classic

Considerations When Using Community 360

When you enable Community 360 in your org, you’re allowing data to be gathered from community
EDITIONS
members and stored in Salesforce. Here are some things to keep in mind when using Community
360. Available in: Salesforce
• Community 360 gathers and stores page views of logged-in community members. Agents can Classic (not available in all
view activity on articles, assets, contracts, custom objects, discussions, orders, products, and orgs) and Lightning
tasks. Experience
• With Sentiment Analysis (Pilot) in the Community 360 component, service agents see a positive Available in: Enterprise,
or negative icon at the top of the console to capture the customer’s mood at a glance. The Performance, Unlimited,
mood is calculated based on the customer’s recent posts in the community. The sentiment and Developer Editions
information helps agents gauge levels of interest in other products or the need to tread carefully.

Note: We provide Sentiment Analysis to selected customers through a pilot program

that requires agreement to specific terms and conditions. To be nominated to participate
in the program, contact Salesforce. Pilot programs are subject to change, and we can’t
guarantee acceptance. Sentiment Analysis isn’t generally available unless or until Salesforce
announces its general availability in documentation or in press releases or public
statements. We can’t guarantee general availability within any particular time frame or
at all. Make your purchase decisions only based on generally available products and
features.

• When you enable Community 360, you are authorizing data to be gathered from all logged-in community members. You can’t
exclude specific profiles from being tracked.
• Only Salesforce users with the View Community 360 profile permission see the Community 360 data.
• Community 360 isn’t supported in communities created using the Salesforce Tabs + Visualforce template.
• Community 360 doesn’t track Salesforce for Android and Salesforce for iOS community activity.

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Set Up and Manage Salesforce Communities Community Setup Basics

Use Custom Visualforce Error Pages for Authenticated Users

If you have customized Visualforce error pages, you can have those pages display for authenticated
EDITIONS
community users.
To assign or customize your Visualforce error pages, in Community Workspaces or Community Available in: Salesforce
Management, click Administration > Pages and click Go to Lightning Platform. The Error Classic (not available in all
Pages section lists your current page selections. orgs) and Lightning
Experience
When Use custom Visualforce error pages is selected, users who are logged in to the community
will see your custom Visualforce error pages. When Use custom Visualforce error pages isn’t Available in: Enterprise,
selected, users logged in to the community see the default Visualforce error pages. Guest users Performance, Unlimited,
who aren’t logged in to the community always see the custom Visualforce error pages, regardless and Developer Editions
of whether or not you select the checkbox.
1. Open Community Workspaces or Community Management. USER PERMISSIONS
2. Click Administration > Preferences.
To create, customize, or
3. Select Use custom Visualforce error pages, then click Save. publish a community:
• Create and Set Up
Communities AND View
SEE ALSO: Setup and Configuration
Assigning Salesforce Site Error Pages

Limit Files in Your Community

Restrict the size and types of files that your community members can upload. This whitelist of file
EDITIONS
types lets you control what your community members upload and also prevents spammers from
polluting your community with inappropriate files. Available in: Salesforce
Community file moderation must be enabled for your org before you can limit files in your Classic (not available in all
community. If you don’t see the option to limit files in Community Workspaces or Community orgs) and Lightning
Management, contact Salesforce. Experience

Your community file limits apply to files uploaded by community members anywhere in the Available in: Enterprise,
community—in posts and comments, directly in the Files tab, and also from the Salesforce app. Performance, Unlimited,
You can also set community file limits using the SOAP API or Metadata API. and Developer Editions
Files uploaded before setting your file limits are unaffected. However, newer versions of those files
must meet the limits you specify. USER PERMISSIONS
Keep the following things in mind:
To limit the files in your
• A file must meet the file limits set in the community in which it’s uploaded. For example, if a community:
customer uploads a file on a case and then an agent uploads a newer version in your Salesforce • Manage Communities
internal org, the limits from the customer community still apply. OR Create and Set Up
Communities
• Files uploaded in your internal Salesforce org that are shared in a community aren’t subject to
community file limits. AND
Is a member of the
1. Open Community Workspaces or Community Management.
community
2. Select Administration > Preferences, then enter your limits in the Files section on the page.
• Maximum file size in MB—Enter a number between 3 MB and your org’s
maximum file size. To use the default limit of 2 GB, leave this field empty or enter 0.
• Allow only these file types—Enter file extensions separated with a comma (for example: jpg,docx,txt).
You can enter lowercase and uppercase letters. You can enter up to 1,000 characters. To allow all file types, leave this field empty.

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Set Up and Manage Salesforce Communities Community Setup Basics

3. Click Save.
After you set your community’s file limits, members receive an error message if their file is larger than the size you set or if their file
extension isn’t allowed.
When a member tries to upload multiple files at once and a file is found that doesn’t meet your limits, none of the files are uploaded.

SEE ALSO:
Enable Optional Community Features

Configure a Custom Domain for Your Community

Set up a custom domain so that your community URLs reflect your company brand.
USER PERMISSIONS
Note: HTTPS is required for using a domain with authenticated communities.
To view a domain:
1. From Setup, enter Domains in the Quick Find box, then select Domains. • View Setup and
Configuration
2. Click Add a Domain.
To add a domain:
3. Enter the domain name. • Customize Application
4. Choose the HTTPS domain configuration option you want to serve this domain with. Optionally, OR View Setup and
Configuration plus either
specify a CNAME value if you’re using a non-Salesforce provider to serve your domain.
a Site.com Publisher
5. Add a certificate if you have already set up a CA-signed certificate that supports this domain. license or Create and Set
Up Communities
6. Click Save. To add another domain, click Save & New.
To edit or delete a domain:
If you plan to host more than one community on a domain, you’ll need to set up custom URLs for
• Customize Application
each site. Custom URLs are the way to uniquely distinguish the communities within that domain.
From Setup, enter Custom URLs in the Quick Find box, then select Custom URLs.
Before pointing your domain name’s CNAME to a new target name, ensure that the target name exists in the DNS by using dig or
nslookup. The target of your CNAME depends on when you create your domain name.
• To use HTTPS for domain names added before the Summer ’13 release, adjust your CNAME to point to the FQDN followed by
.live.siteforce.com instead of to the org’s force.com subdomain. For example, if your pre-Summer ’13 domain is
www.example.com, its CNAME target is www.example.com.live.siteforce.com instead of
example.force.com.
• Domain names added in Summer ’13 or earlier don’t have the 18-character org ID in the CNAME target.
• Domain names added in Summer ’13 or later point to the location for setting up HTTPS in a custom domain.
• Domain names added in Winter ’14 or later use a CNAME that points to the FQDN followed by your org’s 18-character ID and
.live.siteforce.com. For example, if your domain name is www.example.com and your 18-character org ID is
00dxx0000001ggxeay, its CNAME target is www.example.com.00dxx0000001ggxeay.live.siteforce.com.

SEE ALSO:
Manage Your Domains
Manage Domains and Custom URLs
Add a Domain

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Set Up and Manage Salesforce Communities Community Setup Basics

Add the Global Search Box to Your Customized Community HTML Header
If you customize your Salesforce Communities with an HTML header, you hide the global search
EDITIONS
box. To take advantage of this search functionality, add a form to your custom header.
1. In your customized HTML header, embed a form similar to this one. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

<form action="/<community name>/search/SmartSearch" method="get">

<input id="phSearchInput" type="text" name="str"/>
<input type="submit" value="Search"/>
</form>

2. Replace <community name> with the unique value you used for the URL when creating the community.
For example, if you entered customers as the unique value for your community URL, the form would look like this example:
<form action="/customers/search/SmartSearch" method="get">
<input id="phSearchInput" type="text" name="str"/>
<input type="submit" value="Search"/>
</form>

Choose a Landing Tab

If you are using the Salesforce Tabs + Visualforce template, you can select a landing tab for your community.
Open Community Workspaces or Community Management. Go to Administration > Tabs, the first tab in the Selected Tabs list is the
landing page.
There are multiple options for the landing tab in your community, and you should select the one that best meets members’ needs.
• Chatter tab—If you select this tab, the feed is the first thing members see when they log in. This option is good for communities
where people will spend a lot of time in Chatter and won’t need a customized home page with additional components. You can
also rename the Chatter tab.
• Home tab—If you select this tab, the Salesforce Home tab for your organization is the first thing members see when they log in.
The components that display on the tab were added in the Home Page by your administrator. This is a good option if you’re not
using Chatter or don’t want a feed-based home page view.
• Custom Visualforce tab—Selecting this option allows you to build a completely custom landing page.

Set Up SEO for Your Community

Have search engines, such as Google™ or Bing®, index your community so that customers, partners, and guest users can easily discover
community pages via online searches. Search Engine Optimization (SEO) can significantly improve discovery for public communities.

Available in: Salesforce Classic and Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions

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Set Up and Manage Salesforce Communities Community Setup Basics

Note: All Lightning templates, except Identity, are registered with an SEO service when they are activated. This service also
captures any title, description, or metadata that a script loads dynamically.
To set up SEO for your community, it helps to know about a few standard files and SEO properties.
sitemap.xml
The sitemap.xml file contains a list of your community page URLs. Search engines use this list to find out which pages of your
community are available for crawling and indexing. The sitemap for your community is based on what pages you have made public
and what objects you expose in the Guest User Profile.
The file is generated at the root level of your community. To view the site map, navigate to
https://<community_URL>/s/sitemap.xml.
If your community supports multiple languages, the site map includes an entry for each supported language.

<xhtml:link rel="alternate" hreflang="language_code"

href="page_URL?language=language_code" />

For example: <xhtml:link rel="alternate" hreflang="fr"

href="https://mycommunity.com/s/?language=fr" />
You can submit the sitemap.xml file directly to search engines, such as Google™ Webmaster Tools and Bing® Webmaster Tools,
so that users of those search engines can discover content in your community.

Note: If your community has a path prefix such as https://<community_URL>/<sub_path>/, you must create
a root-level community and submit both properties to the webmaster tools for the site map to work.
1. Open Setup and navigate to the Sites setup page. (Enable Sites for your org if you haven’t already.)
2. Confirm that you have a root-level community by reviewing the Site URL column. The address for a root-level community
is only https://<community_URL> and doesn’t have a custom domain name following it like
https://<community_URL>/<sub_path>.
If you do not have a root-level community, create one by selecting New and accepting the default web address.

robots.txt
The robots.txt file uses include and exclude rules to inform web spiders and robots about which areas of your community to
index. This standard file is used across the web for SEO and gives you complete control over what is discoverable via search engines.
The file is automatically generated if your community exists at the root level without a subpath in the URL. To view the file, navigate
to https://<community_URL>/robots.txt.
The auto-generated file allows your entire community to be indexed. However, you can limit indexing to specific areas by creating
a Visualforce page to host the information.

Note: If robots.txt wasn’t automatically created, it is quick and easy to do it manually. See Create a Custom robots.txt
File for Your Community.
Page title and description properties
The title and description tags in the page <head> are important for SEO because they represent the link title and
description that appear in search results pages.

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Set Up and Manage Salesforce Communities Community Setup Basics

Using the Page Properties area of Community Builder, you can customize the title and description tags for your community’s
standard pages. However, some template pages, such as the Article Detail and Topic Detail pages, set these properties dynamically
according to the components on the page. For example, the title and description values of the Article Detail page are updated
according to the article’s title and summary, respectively. Other template pages, such as Messages, do not impact SEO and are not
indexed, so the page properties don’t list title and description tags.
Page title and description properties for dynamic pages
Adding tags for static pages in the <head> works great, but what about pages that are generated dynamically from a database
or ever-changing inventories? We’ve got you covered so that you don’t have to spend your entire day, every day, updating search
terms. Using a combination of standard approaches and expressions, SEO management gets a lot easier.
Let’s look at the title and description tags again with the idea of harnessing your Salesforce data to generate pages from
records. To make these pages discoverable, you must provide the title and which object it comes from. You can use the following
expressions anywhere you see { } next to the name of an input field.

Table 1: Expressions for SEO

Expression Description
{!Record._Object} Returns the display name of the object.
Output appears in the appropriate language, if available.

{!Record._Title} Returns the title of the record as defined in the name field. Keep in mind that the name field might have
a different label than “Name.”
Output appears in the appropriate language, if available.

{!Record.FieldName} The value of the specified field for the record. The field name is case-sensitive and includes “__c” for
custom fields.
You can use this expression only in the SEO component. Output appears in the appropriate language, if
available.

Note: Did you notice that the Object and Title expressions look a little different than usual? Use them as they are presented,
and they’ll work fine. They are unique for this area of Salesforce.
For example, you can display the object name of a record followed by its title: {!Record._Object}: {!Record._Title}.
Or, add a specific field, such as {!Record.Description}.
Most standard fields are accessible to a guest user by default. To ensure access, confirm that Public Access is enabled in the Community
Builder settings so that the Guest User profile has access to the fields displayed.
Custom fields are enabled for the Guest User profile through field-level security (FLS) settings before they can be used in expressions.
If any queried field is restricted (by profile or FLS), the entire record does not load and your expressions do not render on the page.
Null field values are returned as empty strings.
Customize meta tags
To optimize search results, you can modify meta tags for both standard and object pages. Choose Page Properties for the page.
To configure page-level tags for that page, click Edit Meta Tags in the SEO section. You can create expressions that display object
values from a page record, such as the name, title, and even the value of a specific field. With the ability to create page-level meta
tags, it’s also easy to add social media tags, for example, by using Open Graph tags.

Note: When you configure page-level tags, you can enter any valid HTML <meta> tags. When you add tags to the <head>
section of your community’s pages, for security reasons, you can enter only certain tags, attributes, and values on page 399.

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Set Up and Manage Salesforce Communities Community Setup Basics

IN THIS SECTION:
Create a Custom robots.txt File for Your Community
The robots.txt file uses include and exclude rules to inform web spiders and robots about which areas of your community to
index. You can choose which areas of your community to index by creating a Visualforce page to host the information. Search engines
use the file to index your community pages.
Best Practices for Using SEO in Your Community
Follow these guidelines and best practices when using SEO in your community.
SEO for Communities FAQ
Answers to common questions about using SEO in your community.

SEE ALSO:
Page Properties and Types in Community Builder
Field-Level Security
Add Markup to the Page <head> to Customize Your Community
Create a Custom robots.txt File for Your Community
Best Practices for Using SEO in Your Community
SEO for Communities FAQ
Set Up Federated Search in Communities

Create a Custom robots.txt File for Your Community

The robots.txt file uses include and exclude rules to inform web spiders and robots about
USER PERMISSIONS
which areas of your community to index. You can choose which areas of your community to index
by creating a Visualforce page to host the information. Search engines use the file to index your To create a Visualforce page
community pages. and robots.txt file for your
community:
Available in: Salesforce Classic and Lightning Experience • Create and Set Up
Communities
Available in: Enterprise, Performance, and Unlimited Editions

Your custom robots.txt file must contain the path to the auto-generated site map—for example,
https://<community_URL>/s/sitemap.xml. The robots.txt file is at the root level of your community.

Note: Confirm that you have a root-level community or create one if you don’t.
1. Open Setup and navigate to the Sites setup page. (Enable Sites for your org if you haven’t already.)
2. Confirm that you have a root-level community by reviewing the Site URL column. The address for a root-level community is
only https://<community_URL> and doesn’t have a custom domain name following it like
https://<community_URL>/<sub_path>.
If you do not have a root-level community, create one by selecting New and accepting the default web address.

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

<apex:page contentType="text/plain">
User-agent: *
Disallow: / # hides everything from ALL bots

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Set Up and Manage Salesforce Communities Community Setup Basics

Allow: /<path-prefix-1>/s # add path you want to open to bots

Allow: /<path-prefix-2>/s # add path you want to open to bots
Sitemap: http://<community_URL>/s/sitemap.xml
Sitemap: http://<community_URL>/<sub_path>/s/sitemap.xml
</apex:page>

Note: You may have more than one community, each with various subpaths. Keep in mind that they all share the same
robots.txt file, so be sure that your indexing rules account for the pages in all your communities. The Visualforce page with
the robots.txt information must be placed at the root-level community.
1. Create a list of include and exclude rules for the areas of your community that you want to expose to or hide from search engines.
Save this information in a text file.
2. To create a Visualforce page, in Setup, enter Visualforce Pages in the Quick Find box. Then select Visualforce Pages and
click New. Give it any name; you can even call it robots.
3. Add your list of indexing rules to the Visualforce page.
4. Click Save.
5. From Community Workspaces or Community Management, click Administration > Pages and click Go to Lightning Platform.
Then click Edit on the Site Details page.
6.
In the Site Robots.txt field, enter the name of the Visualforce page you created, or click to search for the file.
7. Click Save.
8. Optionally, submit your sitemap.xml file to search engines. For example, submit the file to Google™ Webmaster Tools and Bing®
Webmaster Tools to allow users of those search engines to discover content in your community.
9. Google™ Webmaster Tools and Bing® Webmaster Tools require some form of verification for your site. One of the most reliable choices
is by adding a <meta> tag to your community <head> markup that the tools sites provide for you.
a. Open your community from Setup and go to Community Builder.
b. Click Settings and select Advanced.
c. Click Edit Head Markup.
d. Paste the meta tag and attributes provided by the webmaster tools into the Head Markup dialog and click Save.
e. Click Publish to make the changes to your community live.
It can take up to 48 hours for the new header markup to be recognized online.

To confirm that the robots.txt file is available for robots and spiders, navigate to https://<community_URL>/robots.txt.
Similarly, to view the site map, navigate to https://<community_URL>/s/sitemap.xml.

SEE ALSO:
Set Up SEO for Your Community
Best Practices for Using SEO in Your Community
SEO for Communities FAQ

Best Practices for Using SEO in Your Community

Follow these guidelines and best practices when using SEO in your community.

Available in: Salesforce Classic and Lightning Experience

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Set Up and Manage Salesforce Communities Community Setup Basics

Available in: Enterprise, Performance, and Unlimited Editions

• Don’t create a custom site map. Use the auto-generated sitemap.xml file instead.
• If you create a custom robots.txt file, ensure that it points to the auto-generated site map—for example,
http://<community_URL>/s/sitemap.xml.
• If your org supports multilingual Knowledge articles, we recommend not replacing the URLs of translated articles with language-specific
URLs. Instead, keep the same URL as the base language article.
If your community supports multiple languages, the site map includes an entry for each supported language.

<xhtml:link rel="alternate" hreflang="language_code"

href="page_URL?language=language_code" />

• In Page Properties, ensure that each page’s Title and Description fields have meaningful entries, where applicable. The page title is
used in the browser tab or window, search engine results, and bookmarks. Content in the Description field is shown in search engine
results to help people quickly decide whether it’s the page they want.
• Before submitting the sitemap.xml file to search engines for crawling, navigate to
https://<community_URL>/s/sitemap.xml as an unauthenticated user. We suggest using Google Chrome’s incognito
mode. Ensure that the URLs listed in the site map are appropriate for guest users.
If a URL is mistakenly included in the list available to guest users, ensure that the correct permissions are enabled on the guest user
profile and that your org is set up correctly. For example, to exclude Case Detail URLs from the site map, from Setup, enter Sharing
Settings in the Quick Find box. Then, click Edit and for the Default Internal Access for Case setting, select Private.

• Redirecting HTTP requests to HTTPS is an SEO best practice. Therefore, we recommend against disabling the Require Secure
Connections (HTTPS) setting on the Site Details page. To verify that the option is selected, in Community Workspaces or Community
Management, click Administration > Pages > Go to Lightning Platform.
• 301 redirects are a great way to ensure that users and search engines are directed to the correct page. For example, for a URL such
as www.my_community.com, we recommend creating a redirect to my_community.com. You can set up these redirects
with your DNS provider.

SEE ALSO:
Set Up SEO for Your Community
Page Properties and Types in Community Builder
Create a Custom robots.txt File for Your Community
SEO for Communities FAQ

SEO for Communities FAQ

Answers to common questions about using SEO in your community.

Available in: Salesforce Classic and Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions

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Set Up and Manage Salesforce Communities Community Setup Basics

How often is the sitemap generated?

If a community has been published, is active, and is public, the sitemap XML is regenerated once every 24 hours. You can force a
regeneration to begin by publishing new changes to the community.
Why does sitemap.xml have references to other site maps?
The auto-generated sitemap.xml file is an index file that lists other site maps. The file can contain a limited number of URLs. If
your community contains many site map URLs, we partition them into several smaller site map files.
Does the site map include URLs for Salesforce object pages that come with my community template?
If you created a detail page for the object and enabled the object’s “Read” permission on the guest user profile, the URLs for the
object’s pages are included in the site map.
Does the site map include URLs for the custom object pages that I create?
If you created a detail page for the object and enabled the object’s “Read” permission on the guest user profile, the URL for the detail
page is included in the site map. However, URLs for the list and related list pages aren’t included.
How do I exclude the URLs for Case Detail from the site map and prevent them from showing up in search engine results?
To exclude Case Detail URLs from the site map, from Setup, enter Sharing Settings in the Quick Find box. Then, click Edit
and for the Default Internal Access for Case setting, select Private.
Why doesn’t the auto-generated robots.txt file appear when I navigate to
https://<community_URL>/robots.txt?
Your community must be at the root level of your custom URL for the auto-generated robots.txt file to appear. If you don’t
have a custom URL set up and you’re using the *.force.com domain, then a community without the path prefix must exist for
robots.txt to show up.
How do I override the content of robots.txt?
You can override robots.txt by creating a Visualforce page to host the information.
Can I remove the /s/ from the default community URL?
No, the /s/ is required in the default community URL.
Is URL rewriting for creating custom vanity URLs supported?
No, URL rewriting isn’t supported for template-based communities.
Does each article have its own URL?
Yes, each article that appears in the Article Detail page has its own URL, which is retrieved from the Knowledge article’s URL Name
field.
Article URLs use the format /article/:urlName. However, the article's recordId is available for components on the Article
Detail page, like the Article Content component, for use. The recordId on the page is set to the most recent Knowledge Article
Version ID for a published article, uniquely defined by the URL Name and, if present, the translation language.

Tip:
• If your org has custom components that rely on the article's urlName, update the components to use recordId
instead.
• If your org supports multilingual Knowledge articles, we recommend not replacing the URLs of translated articles with
language-specific URLs. Instead, keep the same URL as the base language article.

Can I add titles and descriptions to articles for SEO purposes?

Each Knowledge article has a URL Name, a Title, and a Summary field. When the article is displayed in the Article Detail page
in Community Builder, these fields are used for the page URL and thetitle and description tags in the page <head>,
respectively.
The title and description tags in the page <head> are important for SEO because they represent the link title and
description that appear in search results pages.

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Set Up and Manage Salesforce Communities Community Setup Basics

How are non-canonical URLs for object pages handled?

To improve your community’s SEO ranking, we redirect non-canonical URLs to canonical URLs using 301 redirects. A canonical URL
lets you tell search engines that slightly different URLs, which all point to the same content, are actually the same thing. A 301 redirect
indicates that a URL has been permanently moved, which is optimal for SEO.
For example, let’s say you add object pages for the Account object. In this case, the detail page has an object-specific Account Detail
page and a generic Record Detail page. When community members access the generic Record Detail page
(/s/detail/recordId), they’re permanently redirected to the canonical URL of the object-specific Account Detail page instead
(/s/account/recordId). Similarly, 301 redirects are used for list and related list pages.

Note: URL redirects occur only when a URL is accessed directly from the browser URL bar or from a link that’s external to your
community.
How are SEO-friendly URLs created for object detail pages?
To create a user-readable URL for the detail page of a standard or custom object, we append the value of the object’s Name field to
the URL. For example, for AW Computing’s Account Detail page, we redirect
https://mycommunity.com/s/account/001R0000002NzuaIAC to
https://mycommunity.com/s/account/001R0000002NzuaIAC/aw-computing.
Where the Name field isn’t available, we use the Subject or Title fields. Otherwise, we append “detail” to the URL.

Note: The Case, Dashboard, Group, Report, and User Profile objects aren’t supported.

How do I get analytics for material that is brought in using CMS Connect?
Remember, the content you display in your community when using CMS Connect (JSON) doesn’t live in your community. This means
getting usage data requires a few extra steps.
Configure External Objects for the data that you are interested in tracking using Salesforce Connect or OData, Salesforce Reporting.

SEE ALSO:
Set Up SEO for Your Community
Create a Custom robots.txt File for Your Community
Best Practices for Using SEO in Your Community

84
Set Up and Manage Salesforce Communities Customize Login, Self-Registration, and Password
Management for Your Community

Customize Login, Self-Registration, and Password Management for Your

Community
Configure the default login, logout, password management, and self-registration options for your
EDITIONS
community. Or customize the behavior with Apex and Visualforce or Community Builder (Site.com
Studio) pages. You can also use dynamic URLs to brand your pages at run time. Available in: Salesforce
By default, each community comes with default login, logout, password management, and Classic (not available in all
self-registration pages. Salesforce also includes associated Apex controllers that drive this functionality orgs) and Lightning
under the hood. You can use Community Builder or Visualforce to create custom branding and Experience
change the default behavior. Available in: Enterprise,
Performance, Unlimited,
IN THIS SECTION: and Developer Editions

Brand Your Community’s Login Page

You can brand the default login page that comes with your community. For example, you can USER PERMISSIONS
use your own logo, change background colors, add a custom footer, and even change the
To create, customize, or
content on the right side of the login page.
publish a community:
Create Dynamic Branding URLs • Create and Set Up
You can use dynamic branding to customize your community’s login experience at run time. Communities AND View
For example, you can change which logo to display depending on whether the user is an Setup and Configuration
employee or customer. Or display a particular self-registration page based on the user’s country
code.
Customize Your Community’s Login Experience
Customize your community’s login experience—the experience that external users embark on when they log in to your site—from
the Administration Login & Registration page. You can customize the default login page or the page you create with the Community
Builder or Visualforce. For example, you can choose which login page to use, allow internal users to log in directly to your community,
and set up support for multiple authentication providers and single sign-on.
Redirect Members to a Custom URL on Logout
When community members log out, they’re taken to your community login page by default. You can choose to redirect them to a
different location, such as your company website. Specify the URL to which community members are redirected when they log out
from your community.
Use Custom Change Password and Forgot Password Pages in Your Community
You can customize Forgot Password and Change Password pages from the Workspaces Administration Login & Registration page.
Or you can create custom password pages in Visualforce. You can also customize the default password templates in Visualforce.
Set Up Self-Registration for Your Community
Enable self-registration to allow unlicensed guest users to join your community. When your users self-register, you can choose to
save them as contacts under a business account or create a person account for each self-registering user.
Customize Code for Lightning Components on Login Pages
To add custom logic to the Login pages in Lightning communities, customize the Lightning component for those pages.

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Set Up and Manage Salesforce Communities Customize Login, Self-Registration, and Password
Management for Your Community

Brand Your Community’s Login Page

You can brand the default login page that comes with your community. For example, you can use
EDITIONS
your own logo, change background colors, add a custom footer, and even change the content on
the right side of the login page. Available in: Salesforce
Note: You can specify dynamic branding URLs so that the login page is different depending Classic (not available in all
orgs) and Lightning
on who logs in and from where.
Experience
1. From Setup, enter All Communities in the Quick Find box, then click All Communities.
Available in: Enterprise,
2. Next to the name of your community, click Workspaces. Performance, Unlimited,
3. Select Administration, and then select Login & Registration. and Developer Editions
4. To change the logo, select whether the image is a file or URL.
a. If you’re using a file, choose the logo from your file system. USER PERMISSIONS
You can use a GIF, JPG, or PNG file up to 100 KB. The image dimensions can be up to 250 To create, customize, or
px by 125 px. publish a community:
When you upload a logo, it is saved in a Communities Shared Document Folder on the • Create and Set Up
Documents tab. You can’t delete this folder. Communities AND View
Setup and Configuration
b. If you’re using a logo at a fixed URL, enter the location.
c. If you’re using different logos for dynamic branding, create a URL with the dynamic
experience ID parameter {expid}, for example, https://universaldistributing.com/{expid}_logo.png.
The admin modifies the login URLs to pass the expid signal. When a user logs in, the value replaces the {expid} portion of
the logo URL, for example, https://universaldistributing.com/internal_logo.png.
d. If you create dynamic logos and right-frame URLs, modify your login implementation to direct the user to the appropriate login
URL based on the run-time situation.
Your logo appears in the top left of the login page.
5. Select the background color of the login page.
The color you choose appears as the background on the left side of the login page.
6. Enter the right-frame URL to the right-side content of the login page.
The right-frame URL can be fixed or dynamic. A dynamic URL works the same as a dynamic logo.
a. If the right-frame content is a fixed URL, enter the location.
b. If the right-frame content is dynamic, create a URL with the {expid} experience ID parameter.
An inline frame (iframe) is created on the right side of the login page to display the content specified in the URL.
7. Enter your text for the community login page footer, up to 120 characters.
The default login page displays a footer at the bottom. If you’re creating a custom login page, create your own footer.

8. Click Save.
The login page appears to all internal users, customers, partners, and guests according to the branding you choose. Behind the scenes,
you (or your developer) update your login implementation to specify how to pass the {expid} value to the login URL. For example,

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add logic to your login button so that when expid = INTERNAL, the login button redirects the user to the login URL
https://universaldistributing.com/brands/expid=INTERNAL.

SEE ALSO:
Customize Login, Self-Registration, and Password Management for Your Community
Create Dynamic Branding URLs
Customize the Login Process with Apex

Create Dynamic Branding URLs

You can use dynamic branding to customize your community’s login experience at run time. For
EDITIONS
example, you can change which logo to display depending on whether the user is an employee
or customer. Or display a particular self-registration page based on the user’s country code. Available in: Salesforce
When using dynamic branding to customize the login experience, it applies to the entire login Classic (not available in all
process: the initial login page plus related pages, such as two-factor authentication or a login flow. orgs) and Lightning
You can add dynamic branding to Community Builder, Visualforce, and custom login pages. Experience

Use dynamic URLs for your login pages to present a different look and behavior based on the Available in: Enterprise,
run-time situation. For example, different logos appear depending on who the user is or where the Performance, Unlimited,
user’s logging in from. Dynamic branding relies on a URL parameter called the experience ID. The and Developer Editions
{expid} determines what the user experiences. At run time, the {expid} resolves to the
current value, and the appropriate URL is created.
Here’s a scenario. Universal Distributing wants to brand the login experience depending on whether the user is internal or external. You
create logos for each brand, appropriately named internal_logo.png and external_logo.png. Then you set the logo
URLs so that internal users see http://.../internal_logo.png and external users see
http://.../external_logo.png.
From the Administration Login & Registration page, you specify the logo URL with the {expid}:
https://universaldistributing.com/{expid}_logo.png.
When an external user logs in, {expid} is set to external, the URL becomes
https://universaldistributing.com/external_logo.png, and the external logo appears on the login page.
Likewise, when an internal user logs in, {expid} is set to internal, the URL becomes
https://universaldistributing.com/internal_logo.png, and the internal logo appears on the login page.
You define dynamic branding URLs for logos and right-frames on the Community Workspaces Administration Login & Registration page.
They apply to default and custom login pages.
In addition to setting the experience ID, your login implementation must set the login URL according to the value of the experience ID.
For example, by adding the logic to your login button, when expid=INTERNAL, the login button directs the user to
https://universaldistributing.com/brands/expid=INTERNAL.
You can also use Visualforce and Apex to create dynamic URLs. Use the Apex getExperienceId method of the System.Site
class to retrieve the value of the experience ID. To set the experience ID, use the setExperienceId method, or add an experience
ID dynamic parameter to one of these login endpoints.
• community-url/services/oauth2/authorize/expid_value
• community-url/idp/endpoint/HttpPost/expid_value
• community-url/idp/endpoint/HttpRedirect/expid_value
• community-url_login_page?expid={value}
• community-url/CommunitiesSelfReg?expid={value}

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• community-url/.well-known/auth-configuration?expid={value}
• secur/forgotpassword.jsp?expid={value}
For example, use the CommunitiesSelfReg endpoint to pass in a different {expid} value to the self-registration page to deliver
a different registration flow for each brand.

Customize Your Community’s Login Experience

Customize your community’s login experience—the experience that external users embark on
EDITIONS
when they log in to your site—from the Administration Login & Registration page. You can customize
the default login page or the page you create with the Community Builder or Visualforce. For Available in: Salesforce
example, you can choose which login page to use, allow internal users to log in directly to your Classic (not available in all
community, and set up support for multiple authentication providers and single sign-on. orgs) and Lightning
External users are users with Community, Customer Portal, or partner portal licenses. Also, external Experience
users are users with the External Identity license. Available in: Enterprise,
Note: Use dynamic branding URLs to customize the user’s login experience at run time. Performance, Unlimited,
Dynamic branding applies to the entire login process—the initial login page plus related and Developer Editions
pages, such as two-factor authentication, Terms & Conditions, or login flow. You can add
dynamic branding to default, Community Builder, Visualforce, and custom login pages. USER PERMISSIONS
• If your community uses the Salesforce Tabs + Visualforce template, the login page assigned to
To create, customize, or
the community by default is called CommunitiesLogin. Use Community Builder or publish a community:
Visualforce to customize its appearance. • Create and Set Up
• If your community uses the Customer Service template, the login page assigned to the Communities AND View
community by default is called Login. Use Community Builder to customize its appearance. Setup and Configuration
• To update the login behavior for Visualforce and Community Builder pages, update the
CommunitiesLoginController Apex controller.
• If you create a custom login page, you must first modify the CommunitiesLoginController Apex controller and the
Site.login() Apex method before you can assign it to a community.
• If you create dynamic logos and right-frame URLs, modify your login implementation to direct the user to the appropriate login URL
based on the run-time situation.
• You must publish custom Community Builder pages before you can assign them to a community.
• The login page you select in Community Workspaces overrides other login page assignments in Site.com or Salesforce site settings.
Follow these steps to set up the Login section of the Login & Registration page.
1. From Setup, enter All Communities in the Quick Find box, then click All Communities. Click Workspaces next to the name
of your community.
2. Select Administration, then select Login & Registration, and make your changes under the Login section.
3. Optionally, choose a custom login page for your community. Select the page type, Community Builder or Visualforce. Then enter
the name of the page in the search field, and click . In the search results window, click the name of the page to select it.

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

4. Optionally, select Allow internal users to log in directly to the community. This setting allows your internal users to use their
internal username and password on the community login page.
Internal users must be members of the community to log in directly from the community login page. After they log in, your internal
users land on the community home page.

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5. Select which login options to display.

By default, users log in to the community using the default community username and password. If you want to allow them to log
in with other credentials, such as their Facebook©, Google©, or Salesforce credentials from another org, select them from the list.

Important: Configure authentication provider options in advance to use them for community logins. From Setup, enter
Auth. Providers in the Quick Find box, then select Auth. Providers.

6. Optionally, allow external users to log in with SAML single sign-on (SSO).
SSO is available only if your org has set up SAML for your community on page 140. Setting up SSO requires:
• An Identity Provider Login URL.
• A subdomain created with My Domain. After setting up the subdomain, your application and login page URLs begin with the
name of the subdomain, for example, https://mysubdomain.my.salesforce.com/.

Note: If you enabled Single Sign-On, you can redirect users to a specific page after they have logged in to Salesforce, by
adding a startURL parameter to the networkId url. To redirect your customers to a specific page, add the following parameter
to your company url: /servlet/networks/switch?networkId=<your 18 digit salesforce
community ID, which can be found at the end of the community url>&startURL=<url
of specific page you want to direct customers to>
To offer multiple SAML single sign-on options, enter Single Sign-On Settings in the Quick Find box, select Single
Sign-On Settings, and then click Enable Multiple Configs. If you already had SAML enabled, and you then enabled multiple SAML
configurations, your existing SAML configuration is converted to work with multiple configurations.
Users see the option Log In with Single Sign-On. If you have enabled multiple SAML single sign-on options, each login option is
labeled with the name of each SAML configuration.
7. Click Save.

Note: Don’t rename or delete the default login page. It can cause problems with the default community login flow.

IN THIS SECTION:
Customize the Login Process with Apex
You can provide community members outside your company with a custom login page that reflects your org’s style and branding.
To change the look, customize the default login page, CommunitiesLogin, or create your own Visualforce page. To change
login behavior, modify the CommunitiesLoginController Apex controller.

SEE ALSO:
Customize Code for Lightning Components on Login Pages
Create Dynamic Branding URLs
Customize Login, Self-Registration, and Password Management for Your Community

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Management for Your Community

Customize the Login Process with Apex

You can provide community members outside your company with a custom login page that reflects
USER PERMISSIONS
your org’s style and branding. To change the look, customize the default login page,
CommunitiesLogin, or create your own Visualforce page. To change login behavior, modify To create and edit
the CommunitiesLoginController Apex controller. Visualforce pages:
• Customize Application
To redirect from the default community login page to your custom login page:
To edit Apex classes:
1. From Setup, enter Apex Classes in the Quick Find box, then select Apex Classes.
• Author Apex
2. Click Edit next to CommunitiesLoginController. AND
3. Add the following code. Customize Application

global PageReference forwardToCustomAuthPage() {

String startUrl = System.currentPageReference().getParameters().get('startURL');

return new PageReference(Site.getPathPrefix() + '/SiteLogin?startURL=' +

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

4. If you created a custom login page, replace SiteLogin with the name of your Visualforce page.
5. Click Save.
6. Click Edit next to CommunitiesLandingController.
7. Add the following code:
public PageReference forwardToCustomAuthPage() {
String startUrl = System.currentPageReference().getParameters().get('startURL');

return new PageReference(Site.getPathPrefix() + '/SiteLogin?startURL=' +

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

8. If you created a custom login page, replace SiteLogin with the name of your Visualforce page.
9. Click Save.
10. From Setup, enter Visualforce Pages in the Quick Find box, then select Visualforce Pages.
11. Click Edit next to CommunitiesLogin.
12. In the first line of code, add the following:
action="{!forwardToCustomAuthPage}"

13. Click Save.

14. Click Edit next to CommunitiesLanding.
15. In the first line of code, add the following:
action="{!forwardToCustomAuthPage}"

16. Click Save.

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Redirect Members to a Custom URL on Logout

When community members log out, they’re taken to your community login page by default. You
EDITIONS
can choose to redirect them to a different location, such as your company website. Specify the URL
to which community members are redirected when they log out from your community. Available in: Salesforce
1. From Setup, enter All Communities in the Quick Find box, then click All Communities. Classic (not available in all
Click Workspaces next to the name of your community. orgs) and Lightning
Experience
2. Select Administration, then select Login & Registration.
3. Under Logout, enter the URL where you want your community members to go after they log Available in: Enterprise,
Performance, Unlimited,
out.
and Developer Editions
4. Click Save.

USER PERMISSIONS
SEE ALSO:
Customize Login, Self-Registration, and Password Management for Your Community To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

Use Custom Change Password and Forgot Password Pages in Your Community
You can customize Forgot Password and Change Password pages from the Workspaces
EDITIONS
Administration Login & Registration page. Or you can create custom password pages in Visualforce.
You can also customize the default password templates in Visualforce. Available in: Salesforce
Note: You can use dynamic branding URLs to specify a branded forgot password page. With Classic (not available in all
orgs) and Lightning
dynamic branding, you can control which password page a user sees when logging in to
Experience
your community.
To use a custom Community Builder Forgot Password page, first publish your login page in Available in: Enterprise,
Community Builder. Performance, Unlimited,
and Developer Editions
1. From Setup, enter All Communities in the Quick Find box, then click All Communities.
Click Workspaces next to the name of your community.
USER PERMISSIONS
2. Select Administration, then select Login & Registration.
3. Under Password, select the page type, enter the name of the page in the search field, and click To create, customize, or
publish a community:
. In the search results window, click the name of the page to select it. • Create and Set Up
4. Click Save. Communities AND View
Setup and Configuration
To revert to the default password page for your community’s template, select Default Page as the
page type.

SEE ALSO:
Customize Code for Lightning Components on Login Pages
Create Dynamic Branding URLs
Customize Login, Self-Registration, and Password Management for Your Community

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Set Up Self-Registration for Your Community

Enable self-registration to allow unlicensed guest users to join your community. When your users
EDITIONS
self-register, you can choose to save them as contacts under a business account or create a person
account for each self-registering user. Available in: Salesforce
You can set up self-registration for your community from Community Workspaces. Classic (not available in all
orgs) and Lightning
Note: You can specify dynamic branding URLs when you customize the self-registration Experience
form. This way, you can control which registration form a user sees depending on who is
accessing the community and from where. Available in: Enterprise,
Performance, Unlimited,
Follow these steps to let guests join your community. and Developer Editions
1. From Setup, enter All Communities in the Quick Find box, then click Workspaces next
to the name of your community.
USER PERMISSIONS
2. Select Administration, then select Login & Registration.
To create, customize, or
3. Under Registration Page Configuration, select Allow external users to self-register. publish a community:
The L&R page now displays fields for setting up self-registration. • Create and Set Up
Communities AND View
4. From Registration Page Type, choose a self-registration page from the list. Setup and Configuration
Each self-registration page type has advantages.
• Configurable Self-Reg Page—Gives you the ability to decide which identifiers guests register
with, such as an email address, phone number, or username. You choose whether to require them to verify their identity and
the information to collect when they register. With this page, you make it easy for guests to sign up by not requiring a username
and password. The Configurable Self-Reg Page is branded according to the options set on the L&R page.
• Community Builder Page—Lets you use the Community Builder to manage and brand your self-registration page. This page
requires users to register a username and password.
• Default Page—Gives you a simple self-registration page with basic styling. It’s intended to serve as a starting point to customize
the look and behavior of self-registration.
• Visualforce Page—Let’s you enable the custom Visualforce page that you created to control the self-registration process.
a. If you choose Configurable Self-Reg Page, follow these instructions to set up self-registration.
b.
If you choose Community Builder Page, click and select Register from the list. If Register isn’t listed, return to Community
Builder and click Publish.
c.
If you choose Visualforce Page, click and select the appropriate Visualforce page from the list.
d. If you choose Default Page, you have a simple self-registration page.
With the Default Page, you can return to the default values when trying out different self-registration options.

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

Note: You can only select profiles that are associated with the community. If the selected profile is removed from the
community, the Profile resets to None.

6. Select the account that you want to assign self-registering users to.
The self-registering user is assigned as a contact of the account you specify. Ensure that the account you use is enabled as a partner.
Go to the account, click Manage External Account, and click Enable as Partner.
If your org uses person accounts, leave this field blank. Then create a person account for each self-registering user.

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7. Click Save.
After you set up self-registration, a Sign Up link appears on your community login page. When clicked, it directs external users to the
self-registration page. When a user self-registers to join your community:
• Salesforce creates a user record with the information provided on the self-registration page.
• The user is assigned the profile that you specified when you set up self-registration.
• The user is associated with a business account or a person account, depending on how you set up your org.
• If a user attempts to self-register under a username already in use, they will get an error message. Salesforce administrators will not
be notified when the error occurs.

Note: When a user self-registers, the user consumes one of your Communities licenses. When setting up your self-registration
page, add criteria to ensure that the right people are signing up. To prevent unauthorized form submissions, we recommend that
you use a security mechanism, such as CAPTCHA or a hidden field, on your self-registration page.

IN THIS SECTION:
Create Person Accounts for Self-Registering Users
If your business deals mostly with individuals, instead of creating them as contacts under a single business account, you can assign
each self-registering user to a person account.
Customize the Community Self-Registration Process with Apex
You can change how external users register for your community by modifying the default self-registration controller or by replacing
it with your own custom self-registration controller. However, it’s easier to modify the generated Configurable Self-Reg handler
created when you choose Configurable Self-Reg Page from the Community Workspaces Administration Login & Registration page.

SEE ALSO:
Customize Code for Lightning Components on Login Pages
Create Dynamic Branding URLs
Customize the Community Self-Registration Process with Apex
Create Person Accounts for Self-Registering Users

Create Person Accounts for Self-Registering Users

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

Important: Contact Salesforce Customer Support to enable Person Accounts. Only External Available in: Salesforce
Identity, Customer Community, and Customer Community Plus licenses support the creation Classic (not available in all
orgs) and Lightning
of person accounts.
Experience
You set up self-registration for person accounts from your community’s Login & Registration page.
Under Registration, select Allow external users to self-register. Make sure that the Account field Available in: Enterprise,
is empty. When you remove the Account information, new users are created as person accounts. Performance, Unlimited,
and Developer Editions
Salesforce creates a separate person account for each self-registering user. Each user is assigned
the default profile you specified while setting up self-registration. You can customize the
self-registration functionality with the self-registration Apex controller (CommunitiesSelfRegController), but it’s not required.

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

SEE ALSO:
Person Accounts
Enable Person Accounts

Customize the Community Self-Registration Process with Apex

You can change how external users register for your community by modifying the default
EDITIONS
self-registration controller or by replacing it with your own custom self-registration controller.
However, it’s easier to modify the generated Configurable Self-Reg handler created when you Available in: Salesforce
choose Configurable Self-Reg Page from the Community Workspaces Administration Login & Classic (not available in all
Registration page. orgs) and Lightning
These steps describe how to create a custom self-configuration page in Apex. For example, you Experience
can create a self-configuration page to assign different profiles or permission sets for different Available in: Enterprise,
communities. The self-registration process entails: Performance, Unlimited,
• Generating a registration form that guests use to register with your community. and Developer Editions
• Confirming that a password reset email is sent. The email is sent to users when the community
requires users to log in with their passwords. USER PERMISSIONS
To generate the registration form, modify CommunitiesSelfRegController and the
To create, customize, or
associated CommunitiesSelfReg Visualforce page. You use this single Apex controller publish a community:
regardless of which registration page type you choose. You also use this controller to implement • Create and Set Up
multiple communities. Then you direct users to the appropriate start URL for each community. Communities AND View
To confirm that a password reset email is sent, modify Setup and Configuration
CommunitiesSelfRegConfirmController and the associated
CommunitiesSelfRegConfirm Visualforce page.

Note: The customizations you make in CommunitiesSelfRegController override the Login & Registration page
settings. In orgs created before the Spring ’15 release, existing Apex customizations for self-registration remain in effect.

Note: You can add, edit, or delete Apex using the Salesforce user interface only in a Developer Edition organization, a Salesforce
Enterprise Edition trial organization, or sandbox organization. In a Salesforce production organization, you can only make changes
to Apex by using the Metadata API deploy call, the Force.com IDE, or the Ant Migration Tool. The Force.com IDE and Ant
Migration Tool are free resources provided by Salesforce to support its users and partners, but are not considered part of our
Services for purposes of the Salesforce Master Subscription Agreement.
1. From Setup, enter Apex Classes in the Quick Find box, then select Apex Classes.
2. Click Edit next to CommunitiesSelfRegController.
3. Optionally, enter a value for ProfileId to define which type of profile to assign to the user.
4. Enter the account ID for the partner or customer account that users who self-register are associated with.
This account ID value overrides the default account set on the Login & Registration page.
Ensure that the account you use is enabled as a partner. Go to the account, click Manage External Account, then click Enable as
Partner.

5. If you’re enabling self-registration for multiple communities, add code to assign the correct profile, role, and account ID to each
community.

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6. Click Save.
7. Enable access to accounts and contacts for the guest profile. The guest profile is automatically associated with your community’s
Lightning Platform site.
a. From Setup, enter All Communities in the Quick Find box, then select All Communities, and click Workspaces next to
a community.
b. Select Administration, select Pages, and then click Go to Force.com.
c. Click Public Access Settings.
d. Under Standard Object Permissions, select Read and Create next to Accounts and Contacts and click Save.
e. Under Enabled Apex Class Access, click Edit.
f. Add CommunitiesSelfRegController to Enabled Apex Classes, and click Save.
g. Under Enabled Visualforce Page Access, click Edit.
h. Add CommunitiesSelfReg to Enabled Visualforce Pages, and click Save.

8. Optionally, to customize the contents of the default self-registration page, edit the CommunitiesSelfReg page.

Note: Don’t rename or delete the default self-registration page. It can cause problems with the self-registration flow.

a. From Setup, enter Visualforce Pages in the Quick Find box, then select Visualforce Pages.
b. Click Edit next to CommunitiesSelfReg.
c. Add code to customize the fields required for self-registration or the page’s look and feel.
In the default form, all fields except Password are required.

d. Click Save.

When setup is complete, external users who submit the completed self-registration form are logged in to the community.

Note: If a user self-registers for a community with Chatter Answers enabled, the Chatter Answers User permission is not set for
the user.
If you’re using a custom Visualforce self-registration page instead of the default, update CommunitiesSelfRegController.
Then replace CommunitiesCustomSelfRegPage with the name of your custom self-registration page.

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Customize Code for Lightning Components on Login Pages

To add custom logic to the Login pages in Lightning communities, customize the Lightning
EDITIONS
component for those pages.
Each community comes with a default set of Login pages: Check Password, Forgot Password, Login, Available in: Salesforce
Login Error, Register. Each has a standard Lightning component that drives this functionality. You Classic (not available in all
can add code logic to customize the login experience per your company and community’s orgs) and Lightning
requirements. Experience

1. From Setup, enter Lightning Components in the Quick Find box, then select Available in: Enterprise,
Lightning Components under Develop. Performance, Unlimited,
and Developer Editions
2. From the list of components, click on the one you want to customize.
For example, to customize the login experience, click loginForm.
USER PERMISSIONS
3. On the Lightning component detail page, click Developer Console.
To create and edit Lightning
4. Follow the instructions in the code to expose the component in Community Builder.
components:
5. Add custom code logic and save your changes as a new custom component. • Customize Application
6. Go back to Community Builder in your community and bring up the Login page from the list
of pages. The custom component you created should display in the list of components.

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Enable Other Salesforce Features in Communities

Salesforce Communities offers a platform to expose a ton of Salesforce features and functionality
EDITIONS
to community members. For example, enable Salesforce Knowledge so customers can view
knowledge articles in your community. Enable case feeds to facilitate discussions over customer Available in: Salesforce
cases. Or, let partners view Analytics dashboards in your community. There’s also Chatter Questions, Classic (not available in all
direct messages, Question-to-Case, and field service data. It’s all fair game! orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Enable Cases for Communities Users

Enable cases for external users so that they have access to and can create cases in your communities.
EDITIONS
When you enable cases for external users in your community, you can assign cases to those members.
Additionally, external members can edit cases, create new cases, add case comments, reassign Available in: Salesforce
cases, find case solutions, and create case teams. Classic (not available in all
orgs) and Lightning
Note: Case comments added by external users in communities are public and can be viewed Experience
by any user that can view the case. Also, external users can’t edit case comments, associate
assets with cases, delete cases, or update the case status. Available in: Enterprise,
Performance, Unlimited,
1. Add the Cases tab to the list of available tabs in your community. and Developer Editions
2. Set tab visibility and “Read,” “Create,” and “Edit” object permissions. You can either set them on
the profile or using a permission set. We recommend using a permission set if you plan to apply
USER PERMISSIONS
these permissions selectively.
a. If using a profile, such as the Partner Community profile, set the cases tab setting to To enable cases for
Default On and enable the “Read,” “Create,” and “Edit” object permissions for cases. Communities users:
• Manage Profiles and
b. If using a permission set, create a permission set with the following settings for cases: Permission Sets
• In the Tab Settings, select Available and Visible.
• In the Object Settings, select “Read,” “Create,” and “Edit”.

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

SEE ALSO:
Restrict Community Users’ Access to Cases (Beta)
Merge Fields for Communities
Enable Portal Reply Email Notifications in Case Feed

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Restrict Community Users’ Access to Cases (Beta)

Determine whether users with Customer Community Plus licenses can view and edit cases in which
EDITIONS
they are listed as the contact. You can disable the standard sharing behavior that grants the assigned
contact and everyone in their role hierarchy access to a case. After disabling this sharing behavior, Available in: Salesforce
you can control access to cases by creating a manual share or by using Apex managed sharing. Classic (not available in all
For example, Acme has offices around the world, and it wants to keep its cases private within each orgs) and Lightning
office location. By disabling the standard sharing behavior, community users who transfer from one Experience
of Acme’s locations to another can no longer bring their assigned cases with them. Available in: Enterprise,
Note: As a beta feature, restricting community users’ access to cases is a preview and isn’t Performance, Unlimited,
part of the “Services” under your master subscription agreement with Salesforce. Use this and Developer Editions
feature at your sole discretion, and make your purchase decisions only on the basis of generally
available products and features. Salesforce doesn’t guarantee general availability of this feature
within any particular time frame or at all, and we can discontinue it at any time. This feature
is for evaluation purposes only, not for production use. It’s offered as is and isn’t supported,
and Salesforce has no liability for any harm or damage arising out of or in connection with it.
All restrictions, Salesforce reservation of rights, obligations concerning the Services, and terms
for related Non-Salesforce Applications and Content apply equally to your use of this feature.
For information on enabling this feature in your org, contact Salesforce.
1. Contact Salesforce Customer Support to disable case access for community users. After this setting is disabled, edit your Sharing
Settings.
2. From Setup, enter Sharing Settings in the Quick Find box, and then select Sharing Settings.
3. In the Other Settings section, deselect Grant community users access to related cases.

Community Case Feed

With the community case feed, agents and community members see the life cycle of a case from
EDITIONS
start to finish. All case interactions appear in a unified, chronological Chatter case feed. Community
members benefit from the added functionalities of Chatter, while support-side features help agents Available in: Salesforce
provide efficient, personalized support. Classic
The community case feed gives community users an intuitive environment where they can manage
Available in: Enterprise,
their cases. Internal and external users see the following interactions in the community case feed:
Performance, Unlimited,
• Chatter text, file, and link posts and Developer Editions
• Questions in Chatter that are associated with the case
• Case emails

Note: To learn more about case email visibility, see Emails in the Community Case Feed.

• Read-only social posts on cases if your Salesforce administrator enables them

x
Community case feed in a community built on the Customer Service template:

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Using the publisher (1), users create posts and attach files to the case. The feed (2) comes fully equipped with Chatter’s collaboration
tools: users can bookmark, like, and comment on posts, and mention other users. Images and comments appear inline, making it easy
to scan the feed for details. The Attachments component (3) displays all case attachments.
When the community case feed is enabled, support agents can:
• Use the Community action in the console case feed to answer community questions and create private and public Chatter posts on
cases
• Expose or hide a published post or email in the community case feed of external users
The community case feed is available in all communities that use the self-service community templates or Salesforce Tabs + Visualforce.

Known Issues
• In communities built on templates, emails in the community case feed don’t display inline images or clickable links.

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• In communities built on the Koa or Kokua community templates, users’ names in the community case feed look like links but don’t
lead anywhere.

SEE ALSO:
Community Case Feed Considerations
Set Up the Community Case Feed
Expose or Hide a Published Post or Email in the Community Case Feed
Post on Cases and Community Questions with the Community Action in the Case Feed

Set Up the Community Case Feed

The community case feed lets community users and support agents see all case interactions in a
EDITIONS
unified feed. Also, agents can take more actions directly from the console. To set up the community
case feed, enable it in your organization and make sure that the case page in your community is Available in: Salesforce
properly configured. Classic
Important: Before setting up the community case feed, read Community Case Feed Available in: Enterprise,
Considerations. Performance, Unlimited,
1. Enable the community case feed: and Developer Editions

a. From Setup, enter Support Settings in the Quick Find box, then select Support
Settings. USER PERMISSIONS
b. Select Enable Community Case Feed. To enable the community
c. Optionally, select Enable Email Notifications for Case Posts (recommended). case feed:

d. Click Save. • Customize Application

• Compact case feed
2. If your community was built using Salesforce Tabs + Visualforce, make sure that your case page enabled in your
includes a Chatter feed. organization

3. If your community uses the Customer Service template, confirm that your active case detail
page supports the community case feed:
a.
In Community Builder, click .
b. Click Page Management.
c. Find Case Detail in the Name column, and make sure the active page assigned to it is either Chatter Case Detail (the default) or
Record Detail.

If you change the active case detail page, publish your change.

Important: If the community case feed is enabled and you use Basic Case Detail as your active case detail page, external
users see only case comments—not Chatter posts or emails—in their case feed. This gives external users far less visibility
into their cases. To give users a full view of their case interactions, use Chatter Case Detail or Record Detail as your active
case detail page.

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Community Case Feed Considerations

Before setting up the community case feed, review this essential information.
EDITIONS
If the community case feed is enabled:
Available in: Salesforce
• Agents can use the Community action in the console case feed to answer community questions
Classic
and create private and public Chatter posts on cases.
• Agents can expose or hide published Chatter posts and emails in the case feed of external Available in: Enterprise,
community users. Performance, Unlimited,
and Developer Editions
• External community users with access to a case see associated Chatter posts, questions, and
emails in their case feed.
If email notifications for case posts are enabled:
• When someone makes an externally visible post on a case, all case contacts are notified by email. They can comment on the post
by replying to the email.
• If you’re already using custom email notification settings, such as those triggered by workflows, selecting this preference can create
duplicate email notifications.
• In communities built on the Customer Service template or Salesforce Tabs + Visualforce, you can turn off these notifications. In your
email notification settings, deselect Posts on one of my cases under “Email me when someone...”.

SEE ALSO:
Emails in the Community Case Feed
Expose or Hide a Published Post or Email in the Community Case Feed
Set Up the Community Case Feed

Emails in the Community Case Feed

When you enable the community case feed, external users with access to a case see case emails in their feed. Emails in the community
case feed include the email’s author, recipients, text, and time sent.
By default, if the case contact sends or receives a case email, that email appears in the feed of all users—both internal and external—with
access to the case. For an external user to view the case, their profile must include access to cases in the community.
For example, suppose Rita, an external user, posts a question in a community. The question remains unresolved, and a community
moderator creates a case from it using the Question-to-Case action. If the support agent assigned to the case emails Rita from the email
publisher, Rita and all other users with access to the case see the email in their case feed. Users with access to a case typically include
the assigned support agent and the case contact.
If the community case feed is enabled, you can write an Apex trigger or process to hide or expose all case emails in the feeds of external
community users. The IsExternallyVisible field of the EmailMessage object controls the visibility of email messages in the
community case feed. When the field is set to true emails sent or received by the case contact are visible to external users with access
to the case.

Example: The following trigger exposes all case emails in the feeds of external users with access to the case. This means that
case emails between internal users will also be visible to external users with access to the case (for example, if the assigned support
agent used the email publisher to email their shipping vendor). To hide all case emails from external users’ case feeds, simply
change true to false:
trigger makepublic on EmailMessage (before Insert) {
for(EmailMessage oe:trigger.new){
oe.IsExternallyVisible=true;

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SEE ALSO:
Expose or Hide a Published Post or Email in the Community Case Feed

Expose or Hide a Published Post or Email in the Community Case Feed

When necessary, support agents can expose or hide individual case emails and published Chatter
EDITIONS
posts in the case feed of community users.
To change the external visibility of a published Chatter post or email on a case: Available in: Salesforce
Classic
1. Navigate to the post or email in the compact case feed.
2. In the post or email’s drop-down menu: Available in: Enterprise,
Performance, Unlimited,
• Select Make Public to expose an internal Chatter post or email in the case feed of external and Developer Editions
users with access to the case
• Select Make Private to remove a Chatter post or email from the case feed of external users
USER PERMISSIONS
with access to the case
To edit the external visibility
Make Public option on a case Chatter post:
of a published Chatter post
or email on a case:
• Edit My Own Posts
• Edit Posts on Records I
Own
• Compact case feed
enabled in your
organization
• Community case feed
enabled in your
organization

Make Public option on a case email:

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The agent who owns the case and their superiors see the Make Public and Make Private options on all case emails and Chatter posts
on the case. Internal users who don’t own the case also see these options on case posts or emails that they authored.
Making Emails and Chatter Posts Private
Clicking Make Private on a case Chatter post or email means that the case contact and any other external users with access to the
case no longer see the post or email in their case feed. (It still appears in the feeds of internal users with access to the case.) An agent
might choose to make an email or post in the community case feed private if they want to hide their correspondence with the case
contact from the case feed of other external users with access to the case.

Note: Keep in mind that when you make an email private, the email recipient(s) already received the email. Similarly, when
you make a Chatter post private, remember that external users with access to the case may have been notified by email when
it was first posted.
Making Emails and Chatter Posts Public
Clicking Make Public on a case Chatter post or email means that the case contact and any other external users with access to the
case now see the post or email in their case feed. An agent might choose to make an email or post in the community case feed
public in order to keep the case contact updated about internal progress on the case.

Note:
• The case feed offers handy visual cues to help agents quickly identify which case posts are externally visible. To learn about
enabling these visual cues, see “Feed View Options” in Settings for Feed Views in Case Feed.
• You can write an Apex trigger or process to hide or expose all case emails from the community case feed of external users. For
more information, see Emails in the Community Case Feed.

SEE ALSO:
Community Case Feed

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Enable Chatter Questions in Your Community

Chatter Questions helps you promote community engagement by giving users the ability to ask
EDITIONS
and answer questions in their Chatter feed, in groups, and in records. Members in your users’ groups
and communities can answer questions in Chatter just as they would comment on a Chatter post. Available in: Salesforce
Users in communities built on the Customer Service template can also attach files to questions. Classic
To set up Chatter Questions in your community, simply add the Question action to the global
Chatter Questions is
publisher layout. In organizations created after Summer ‘14, the Question action is automatically
available in: Group,
added, but we recommend dragging it to the far left to increase its visibility. Professional, Developer,
Note: Chatter Questions is not available in communities built on the Koa and Kokua Performance, Enterprise,
community templates. and Unlimited Editions.

USER PERMISSIONS

To edit the global publisher

layout:
• Customize Application

1. From Setup, enter Publisher Layouts in the Quick Find box, then select Publisher Layouts.
2. Click Edit next to the global publisher layout.
3. Drag the Question action from the palette to the global publisher layout. If the Question action already appears in the layout, drag
it to the location where you want it.
4. Click Save.

Note: If you're using a customized publisher layout in groups or on records, make sure that the Question action is added to those
layouts as well.

SEE ALSO:
Track Chatter Questions Use in Your Salesforce Organization and Communities

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Enable Chatter Answers in Your Community

Chatter Answers is a self-service support community where users can post questions and receive
EDITIONS
answers and comments from other users or support agents.

Note: Answers will no longer be supported in all Salesforce orgs as of the Spring ’18 release. Available in: Salesforce
For more information, see End of Support for Chatter Answers in Spring ’18. Starting with Classic (not available in all
orgs) and Lightning
Summer ’13, Answers isn’t available in new orgs. Instead, you can use Chatter Questions, a
Experience
Q&A feature that’s seamlessly integrated into Chatter. With Chatter Questions, users can ask
questions and find answers without ever needing to leave Chatter. Existing orgs will continue Available in: Enterprise,
to have access to Answers if it was enabled before the Summer ’13 release. Performance, Unlimited,
To set up Chatter Answers in Salesforce Communities, follow these high-level steps: and Developer Editions

1. Enable Chatter Answers.

USER PERMISSIONS
a. From Setup, enter Chatter Answers Settings in the Quick Find box, then
select Chatter Answers Settings. To enable Chatter Answers
b. Select Enable Chatter Answers. in Salesforce Communities:
• Customize Application
2. Ensure that your community members have access to the following objects within your
organization:
• Questions
• Knowledge Articles
• Data Categories

3. Create a zone for Chatter Answers.

a. Enable the zone for Chatter Answers.
b. Set the Visible In setting to the community that you want the zone shown in.
c. As a best practice, select a public group from your organization to designate as a Customer Support Agents Group.

4. Add the Q&A tab to your community.

a. From Setup, enter All Communities in the Quick Find box, then select All Communities and click Community Workspaces
or Manage next to a community.
b. Click Administration > Tabs.
c. Add the Q&A tab to the Selected Tabs list.
d. Click Save.
e. Click Close.

5. Make the Q&A tab visible on profiles that need access to it.
a. From Setup, enter Profiles in the Quick Find box, then select Profiles.
b. Click Edit for the profile that you want to make the Q&A tab visible for.
c. Under Standard Tab Settings, set the Q&A tab to Default On.
d. Click Save.

After you have enabled Chatter Answers in your community, consider the following extra deployment options:
• A public-facing Salesforce Site with or without a portal.
• A Visualforce tab, which provides branding, a customized landing page, and custom access to Chatter Answers within your community.

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

Enable Upvoting and Downvoting

Use community preferences to enable upvoting and downvoting in lieu of liking on questions and
EDITIONS
answers in your community. When you enable upvoting and downvoting, members see an Upvote
option under a question or answer and a Downvote option on the question or answer’s overflow Available in: Lightning
menu. The Like option goes away. Upvoting and downvoting are enabled by default in communities communities
created in Winter ’18 and later.
Available in: Enterprise,
For communities created before the Winter ’18 release, it’s an easy task to enable up and down
Performance, Unlimited,
voting in your community. and Developer Editions

USER PERMISSIONS

To enable up and down

voting in a community:
• Create and Set Up
Communities

When you change to upvotes, pre-existing likes are included in the upvote count. Click the count to see a list of the people who have
upvoted.

Note: No one is listed more than once, even if a person both liked and upvoted a question or answer. But each like and upvote
is counted. For example, if someone both liked and upvoted a question, the count is 2, although their name is listed only once. If
you prefer not to merge like and upvote counts, contact Salesforce support.
1. In your community, go to Community Workspaces and click the Administration workspace.
2. Open the Preferences page, and, under Community Management, select Allow members to upvote and downvote.

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3. Click Save.

Assign Permission to Verify Answers for Your Company

Sometimes there’s more than one correct answer to a question. Among the correct answers, your
EDITIONS
company can prefer one course for people to follow. You can highlight an answer your company
endorses by marking it as Company Verified. Questions marked as Company Verified or as Best Available in: Lightning
Answer are copied to the top of the thread under a Top Rated Answers section. As the community communities
admin, you can give permission to the members best qualified to speak for the company. You can
grant Verify Answers to Chatter Questions through user profiles or permission sets. Available in: Enterprise,
Performance, Unlimited,
Assign the Verify Answers to Chatter Questions permission in Setup. You can assign the and Developer Editions
permission by adding it to a permission set or a user profile.

USER PERMISSIONS
Assign Permission to Verify Answers Through a Permission Set
To assign permission to
These steps guide you through assigning the Verify Answers to Chatter Questions permission
company-verify answers in
through a permission set. a community:
Assign the Verify Answers to Chatter Questions permission in Setup. • Create and Set Up
Communities
1. In Setup, enter Permission Sets in the Quick Find box, then click Permission Sets
in your results.
2. Open the permission set you plan to use.
3. Open System Permissions, click Edit, and select Verify Answers to Chatter Questions.

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4. Click Save.
5. If necessary, assign the permission set. You can assign permission sets to a single user from the user detail page. You can assign
multiple users to a permission set from any permission set page.
The Company Verify option appears on the answer overflow menu only to users with the Verify Answers to Chatter Questions
permission.

SEE ALSO:
Manage Permission Set Assignments

Assign Permission to Verify Answers Through a User Profile

These steps guide you through assigning the Verify Answers to Chatter Questions permission through a user profile.
Assign the Verify Answers to Chatter Questions permission in Setup.
1. In Setup, enter Profiles in the Quick Find box, then click Profiles in your results.
2. Click Edit next to the profile you plan to use.
3. Under Administrative Permissions, select Verify Answers to Chatter Questions.

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4. Click Save.
All users with this profile are now able to verify answers on behalf of your company in the community feeds that they have access
to.

Note: The Company Verify option appears on the answer overflow menu only to users with the Verify Answers to Chatter
Questions permission.

Assign Post Pinning Permission

Let post pinning get your most critical information the best exposure. In community group and
EDITIONS
topics feeds, when someone posts critical information, an authorized user can pin that post to the
top of the feed. The post stays in place until an authorized user unpins it. Authorized users can pin Available in: Lightning
up to three posts to the top of a feed. After you enable post pinning through your org’s Chatter communities
settings, you can assign the Pin Posts in Feeds permission through a permission set or a user
profile. Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To assign post pinning

permission to a user in a
community:
• Enable Chatter
AND
Create and Set Up
Communities

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When all permissions are in place, the Pin option appears on a feed item’s overflow menu in community group and topics feeds. The
Pin option doesn’t appear on a feed item’s overflow menu in the item’s detail view.
Start by enabling post pinning for your org. Go to Setup > Chatter Settings, and select Allow post pinning. After post pinning is
enabled, admins, community managers, and group owners and managers can pin posts. Admins can also assign the Pin Posts in Feeds
permission to selected users. Assign post pinning permission in Setup through user profiles and permission sets.
When you pin a post, it appears twice in the feed: where it was posted and in its pinned position at the top of the feed. You can pin only
the posts that were added directly to the feed. You can’t pin posts that were added through an @mention.
Pinned posts are similar to announcements with these differences.
• Announcements are available only to group feeds. Post pinning is available to group and topics feeds.
• Announcements follow a linear timeline: you post it and you let it expire. Pinned posts are more flexible: you can pin posts from the
past or the present.
• An announcement expires on a set date. A pinned post stays pinned until an authorized user unpins it.
• As the admin, you can choose who is authorized to pin posts. Only group owners and managers and users with the “Modify All Data”
permission can post and delete group announcements.
• Authorized users can pin up to three posts to the top of a feed. You can post one announcement per group feed.
• You can add style to a pinned post with the rich text editor.

Assign Permission to Pin Posts Through a Permission Set

These steps guide you through assigning the Pin Posts in Feeds permission through a permission set.
Before you assign the Pin Posts in Feeds permission, enable post pinning for your org. Go to Setup > Chatter Settings, and select Allow
post pinning.
Assign the Pin Posts in Feeds permission in Setup.
1. In Setup, enter Permission Sets in the Quick Find box, then click Permission Sets in your results.

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2. Open the permission set you plan to use.

3. Open System Permissions, click Edit, and select Pin Posts in Feeds.

4. Click Save.
If necessary, assign the permission set. You can assign permission sets to a single user from the user detail page. You can assign
multiple users to a permission set from any permission set page.

Note: The Pin Post option appears on the post overflow menu only to users with permission. The option appears on the
post overflow menu only in the feed and not in the post’s detail view.

SEE ALSO:
Manage Permission Set Assignments

Assign Permission to Pin Posts Through a User Profile

These steps guide you through assigning the Pin Posts in Feeds permission through a user profile.
Before you assign the Pin Posts in Feeds permission, enable post pinning for your org. Go to Setup > Chatter Settings, and select Allow
post pinning.
Assign the Pin Posts in Feeds permission in Setup.
1. In Setup, enter Profiles in the Quick Find box, then click Profiles in your results.
2. Click Edit next to the profile you plan to use.
3. Under Administrative Permissions, select Pin Posts in Feeds.

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4. Click Save.
Everyone assigned the edited profile can pin up to three posts to the top of the group and topics feeds that they have access to.

Note: The Pin Post option appears on the post overflow menu only to users with permission. The option appears on the
post overflow menu only in the feed and not in the post’s detail view.

Assign a Default Community to a User Profile

Assign a default community to a user profile to associate that profile with a specific community.
EDITIONS
Any links in the notification lead back to the default community—no more news from nowhere.
Assign a Default Community value in Setup through Profiles. Available in: Lightning
communities
1. In Setup, enter Profiles in the Quick Find box, then click Profiles in your results.
2. Click the name of the profile you want to change. Available in: Enterprise,
Performance, Unlimited,
3. In the Default Community section, click Edit. and Developer Editions
4. Select a community from the Community list.
5. Click Save. USER PERMISSIONS
All community members who are assigned the user role are associated with the selected default
community. When they receive email notifications about network-agnostic objects, like accounts, To assign a default
cases, and opportunities, links in the notification emails lead back to the default community. community to a user profile:
When they receive their new-user email or notifications about password resets, links in those • Chatter Enabled
messages also lead back to their default community. AND
Create and Set Up
Communities

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Add Rich Publisher Apps to Your Feeds

Customize the Chatter publisher with payloads that are unique to your business process. Add a
EDITIONS
form to a post; choose from a selection of branding images; add inspiration to your feed with
profound quotations. Select from the custom apps your team creates or acquires from AppExchange. Available in: Lightning
Add up to five apps to the Chatter publisher. communities
Add Rich Publisher Apps to the Chatter publisher through the Administration workspace in your
Available in: Enterprise,
community.
Performance, Unlimited,
1. In the Profile menu, click Community Workspaces. and Developer Editions
2. Click the Administration workspace.
3. On the Administration page, click Rich Publisher Apps. USER PERMISSIONS
4. Move apps between the Available Apps and Selected Apps lists. To add Rich Publisher Apps
to the Chatter publisher in
your community:
• Chatter Enabled
AND
Create and Set Up
Communities
AND
Enable Rich Publisher
Apps for community
feeds

5. Rearrange the Selected Apps list in the order you want the apps’ icons to appear in the Chatter publisher.

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Selected apps appear to the right of the Attach icon in the Chatter publisher. The apps appear in the order you arranged them in
the Selected Apps column.

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Enable Direct Messages in Your Community

Allow community members to send direct messages to start a private conversation with one or
EDITIONS
more members. Direct messages are supported in all Lightning communities and in Lightning Bolt
Solutions, such as the Lightning Partner Management solution. Available in: Salesforce
Note: Review the the limitations that apply before you enable direct messages for your Classic (not available in all
orgs) and Lightning
community.
Experience
Direct messages offer privacy for more sensitive conversations. Imagine a scenario where a customer
brings up an issue they have with a product in the community feed. A support agent can share that Available in: Enterprise,
post and address the customer’s concerns privately in a direct message. Similarly, a channel manager Performance, Unlimited,
can discuss sensitive sales data with one or more partner users in a partner community. and Developer Editions

Note: Private messages and direct messages are separate features. Direct messages are
USER PERMISSIONS
newer and offer a richer feature set for private communication in communities. Direct messages
are based on Chatter and offer a rich text editor that supports inline images and attachments. To enable direct messages:
With direct messages, you can start a message right from a feed post. • Access Community
1. Make sure that Chatter is enabled in your org. Management OR
Manage Communities
2. Open Community Workspaces or Community Management. OR Create and Set Up
3. Under Administration, click Preferences. Communities
AND
4. Select Enable direct messages and save your changes.
Is a member of the
5. In Community Builder, click the Profile Header component on the community Home page community
and select Include My Messages. The My Messages link appears in the user profile dropdown
menu. To make all posts available
to moderation, including
6. Optionally, add other components to your community pages to facilitate easy access to direct direct messages, in
messages. Communities Settings under
• Add the Messages page to your community’s navigation menu for prominent placement Community Moderation Rule
Settings:
and easy access.
• Moderation applies to all
• Add the New Message Button component to any page you want to allow community feed posts regardless of
members to create messages from. where they are visible
• Add the Message Notification component to the community home page. To enable Chatter:
• Customize Application
7. Publish your community.
After enablement, community members can start a direct message conversation:
• From the Messages page.
• From user profiles and from hovers on users names.
• From the Message Notification and the New Message Button components on community pages.
• By sharing a feed post as a direct message.
Members can also flag messages that are spam or inappropriate. They can also opt to receive email notifications when someone sends
them a direct message or responds to a conversation they’re a part of. Community members can access their direct message conversations
by clicking My Messages in their user profile dropdown menu.

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Here’s what the messages list view looks like:

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SEE ALSO:
Edit Community Pages and Components in Community Builder
Moderate Flagged Direct Messages in Your Community
Manage Your Community Email Notifications

Direct Message Limitations

Before you enable direct messages for your community, review these considerations.
EDITIONS
• Direct messages require Chatter to be enabled in your org.
• Direct messages can be enabled only in Lightning communities and in Lightning Bolt Solutions. Available in: Salesforce
Classic (not available in all
• Users with the “View All Data” and “Modify All Data” permissions can’t access direct message
orgs) and Lightning
data unless they are participants in the conversation. Experience
• Only users with the “Manage Chatter Messages and Direct Messages” permission can view all
the direct messages data in your org. Available in: Enterprise,
Performance, Unlimited,
• To moderate flagged direct messages, the moderator needs “Moderate Chatter Messages and and Developer Editions
Direct Messages” permission and the “Moderate Communities Chatter Messages” permission.
• To maintain privacy, community search doesn’t show direct message in search results.
• When community members flag a direct message, the entire conversation is flagged. Individual messages can’t be flagged.
• If you have private messages enabled in your community, they remain available. However, direct messages are better integrated
with Lightning technology. We recommend that you switch to direct messages.

For Developers
Direct messages are supported in the Chatter REST API. Under the hood, direct messages are a special implementation of feed posts and
comments parented to a direct message entity. If you use the Chatter REST API to create a custom implementation of direct messages,
a few things to keep in mind:
• The first message is stored as a feed post and the responses are stored as comments.
• Unlike other objects, direct messages can’t have multiple feed posts associated with a single direct message conversation.
• You can’t follow, like, share, mention people in, mute, and bookmark feed items associated with direct messages. You also can’t
associate topics with direct message feed items.
• Feeds associated with direct messages aren’t accessible via search, public feeds, or streams.
• Email notifications for direct messages aren’t supported for custom implementations built for the internal Salesforce org.
• In the community UI, direct messages display only to the participants in the conversation. However, Apex code runs in system mode,
which means that the permissions of the current user aren’t taken into account. This limitation has implications for pages that use
Apex and Visualforce.
– Review your Visualforce pages to ensure that direct message data isn’t exposed.
– Review your AppExchange apps that are written in Apex to ensure that direct message data isn’t exposed.
– Visualforce and Apex developers in your organization might be able to access direct message data.

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Use permission sets, profile-level permissions, and sharing checks in your code to limit user access.

SEE ALSO:
Enable Direct Messages in Your Community

Set Up Question-to-Case
Add Question-to-Case to your communities, your Salesforce organization, or both.
EDITIONS
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 Available in: Salesforce
directly in the feed, or you can set up processes—similar to workflow rules—in Process Builder to Classic
automatically create cases from questions that meet specified criteria. Cases from questions are
Available in: Group,
added to a queue so support agents can claim them.
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions

Question-to-Case is only available in communities where Chatter Questions is enabled.

IN THIS SECTION:
1. 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 Salesforce mobile web, as well as in communities where Chatter
Questions is enabled.
2. 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.
3. 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.
4. 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.
5. 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.

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6. 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.
7. 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.
8. 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 Process Builder. Set up a process that automatically creates a case from
questions that meet specified criteria.
9. 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.

Question-to-Case Overview
Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to
EDITIONS
track and resolve your customers’ issues. Question-to-Case is available in the full Salesforce site and
Salesforce mobile web, as well as in communities where Chatter Questions is enabled. Available in: Salesforce
When a customer uses the Question action in Chatter to ask a question, similar questions and Classic
Knowledge articles appear below the Chatter publisher. If the similar questions and articles don’t
Available in: Group,
address the issue, the customer posts the question.
Professional, Enterprise,
If a question isn’t resolved, you can escalate the question to a case. Users with the “Moderate Chatter” Performance, Unlimited,
or “Moderate Communities Feeds” user permission can create cases from questions directly in the and Developer Editions
feed, or you can set up processes—similar to workflow rules—in 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.

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.

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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.

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Enable Question-to-Case
Question-to-Case lets moderators create cases from questions in Chatter to ensure that your
EDITIONS
customers’ questions are quickly resolved. Enable Question-to-Case in your communities, Salesforce
organization, or both. Available in: Salesforce
1. From Setup, enter Support Settings in the Quick Find box, then select Support Classic
Settings.
Available in: Group,
2. To enable Question-to-Case in all communities where Chatter Questions is enabled, select Professional, Enterprise,
Enable Question-to-Case in Communities. Performance, Unlimited,
and Developer Editions
3. To enable Question-to-Case in your Salesforce organization, select Enable Question-to-Case
in Salesforce.
4. Click Save. USER PERMISSIONS

Note: Make sure your case page layout is feed-based. The feed-based case page layout lets To enable Question-to-Case:
agents and moderators use the Community action to respond to escalated questions. If your • Customize Application
organization was created before Spring ’14, your case page layout may not be feed-based.

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
EDITIONS
case detail pages displays a link to the original question. This field helps agents quickly navigate to
the feed. Available in: Salesforce
First, use field-level security to specify which users can see the Question from Chatter Classic
field on case detail pages.
Available in: Group,
1. From the object management settings for cases, go to Fields. Professional, Enterprise,
Performance, Unlimited,
2. Click Question from Chatter.
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. USER PERMISSIONS
5. Click Save.
To set field-level security:
After you make the field visible to users, you can choose to add it to the Case Details view. • Manage Profiles and
1. From the object management settings for cases, go to Page Layouts. 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 Customize Application
editor palette to the Case Information section of the page. To customize page layouts
4. Click Save. • 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:
Find Object Management Settings

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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
EDITIONS
to Chatter Questions pages. This action is created automatically when Question-to-Case is enabled
in your organization. Available in: Salesforce
1. From Setup, enter Feed Item in the Quick Find box, then select Feed Item Layouts. Classic
2. Click Edit next to Feed Item Layout. Available in: Group,
3. Drag the Escalate to Case action from the Quick Actions category in the palette to the Quick Professional, Enterprise,
Actions in the Salesforce Classic Publisher section. Performance, Unlimited,
and Developer Editions
4. Click Save.
5. Click Page Layout Assignments to confirm that the user profiles that need Question-to-Case
USER PERMISSIONS
are assigned to the Feed Item Layout.
To edit page layouts:
• Customize Application

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
EDITIONS
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. Available in: Salesforce
First, check which record type is assigned to the profiles that need access to the Escalate to Case Classic
action.
Available in: Group,
1. From Setup, enter Profiles in the Quick Find box, then select Profiles. Professional, Enterprise,
2. Click the name of a profile. Performance, Unlimited,
and Developer Editions
3. In the Record Type Settings section, make a note of which case record types the profile uses.
Record types available in:
4. In the Permissions section, make sure that the user profile has either the Moderate Chatter Professional, Enterprise,
or Moderate Communities Feeds permission enabled. Performance, Unlimited,
Then, check which record type the Escalate to Case action uses, and change it if necessary. 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 To assign record types:
need access to this action. If it doesn’t, select an appropriate record type from the drop-down • Customize Application
list.
4. Click Save.

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Customize the Escalate to Case Action Layout

Choose which fields appear on the Escalate to Case action, and in what order, based on the
EDITIONS
information you need to track for each case.
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 Available in: Group,
them if necessary. Professional, Enterprise,
Performance, Unlimited,
4. Click Save. and Developer Editions
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. USER PERMISSIONS

To customize page layouts:

• Customize Application

Automatically Assign Cases from Questions to a Queue

Case assignment rules aren’t supported in Question-to-Case, so by default, cases created from
EDITIONS
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 Available in: Salesforce
can claim them. Classic
You can assign escalated questions to a queue in several ways. The basic approach is to write a
Question-to-Case is
process in Process Builder that automatically assigns a case to a specified queue when the Type
available in: Group,
field on the case equals Question. You can also build the process to accommodate multiple Professional, Enterprise,
queues. For example, have your process assign cases with a certain topic to a different queue. Performance, Unlimited,
The way you use queues in escalated questions depends on your users, your goals, and more. Find and Developer Editions
an approach that best fits your business needs.
To learn how to create a queue, see Create Queues.

Automatically Create Cases from Unresolved Questions in Chatter

As your community or organization develops, ensure that users get speedy answers to their questions.
EDITIONS
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 Available in: Salesforce
rules—in Process Builder. Set up a process that automatically creates a case from questions that Classic
meet specified criteria.
Question-to-Case is
Important: These steps apply only to organizations and communities that use Chatter available in: Group,
Questions. Not sure if that’s you? See Differences Between Q&A Features in Salesforce. Professional, Enterprise,
You can use Question-to-Case in processes in several ways. For example, consider setting up Performance, Unlimited,
processes that: and Developer Editions
Process Builder is available
• Create a case from a question if a week has passed, the question has received more than 10
in: Essentials, Professional,
likes, and a best answer hasn’t been selected.
Enterprise, Performance,
• Create a case from a question immediately if the question contains the word “competitor.” Unlimited, and Developer
Editions

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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.
• 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.
EDITIONS
Question-to-Case must be enabled in your organization or community.
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

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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.
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.

Let Guest Users Create Cases

When you set up Web-to-Case along with a case quick action, guest users can create a case without having to log in.
To let guest users create cases, first create a case page layout for unauthenticated users. This allows you to capture and create basic
information that would already be associated with a registered user.

Tip: Assign case field-level security and guest user actions appropriately so guest users have access to what they need but can’t
see your company private information.

Note: Guest users can’t attach files when creating a case.

1. From Setup, enter Web-to-Case in the Quick Find box, then select Web-to-Case.
2. Select Enable Web-to-Case.
3. To ensure that guest users can log cases through contact support, from Setup, enter Communities in the Quick Find box,
then select All Communities.
4. Select Builder next to the community you want your guest users to log cases via contact support.
5. Click the drop-down arrow next to your community name and select Community Management.
6. On the left-hand panel, click Administration.
7. Click Pages.
8. Click Go to Force.com.
9. On the Sites Detail page, click Edit.
10. Enable Guest Access to the Support API.
11. Add NewCase, or a custom quick action to add cases, to the Selected Quick Actions.
12. Click Save.

Note: When using a self-service template, it’s unnecessary to set up the other options on the Web-to-Case Settings page.

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Enable Salesforce Knowledge in Your Community

Enable Salesforce Knowledge helps you get the right information to your customers and agents
EDITIONS
via articles that they can quickly reach from within your community. Whether through video, FAQs,
or other formats, knowledge articles provide accurate information to customers when and where Available in: Salesforce
they need it. Classic and Lightning
Experience
Note: Your Salesforce org needs at least one Salesforce Knowledge license to enable and
set up Salesforce Knowledge. Communities is available in:
If you haven’t yet, check out Salesforce Knowledge. After setting up your knowledge base, either Enterprise, Performance,
in Salesforce Classic or Lightning Experience, complete the following steps to view articles in your Unlimited, and Developer
communities. Editions. The Help Center
template is available in
1. Update profiles to give users “Read” permissions: Essentials Edition.
a. In Setup, enter Profiles in the Quick Find box, and then click Profiles.
Salesforce Knowledge is
b. Either clone the Customer Community User, Customer Community Plus User, or Partner available in: Performance
Community User profiles to enable the “Read” permission, or use a permission set. Give and Developer Editions and
“Read” permission for the article types (if using Salesforce Knowledge in Classic) or record in Unlimited Edition with the
types (if using Lightning Knowledge) that you want to share with community users. Service Cloud.
Note: Salesforce Tabs +Visualforce community members without the Knowledge One Salesforce Knowledge is
permission can't access Salesforce Knowledge through communities. They also can’t available for an additional
access Salesforce Knowledge in communities via Salesforce mobile web, Salesforce for cost in Enterprise and
Android, or Salesforce for iOS. Unlimited Edition.

2. If you want your community users to have different category group visibility settings, change
USER PERMISSIONS
the visibility settings by permission set, profile, or role. For example, you can prohibit users with
the Customer Community User profile from seeing articles in a certain category group by To create, customize, or
changing the data category visibility for that profile. publish a community:
3. Notify users who create articles that they must select Customer for users with Customer • Create and Set Up
Communities
Community or Customer Community Plus licenses, or Partner for users with Partner Community
licenses, as a channel option when creating or modifying an article. If the appropriate channel AND
is not selected, the article is not published in the community. Is a member of the
community
4. Map articles to topics automatically.
Although Salesforce Knowledge uses data categories to organize content, and Lightning To set up Salesforce
communities use topics, you can easily map the articles in your data categories to topics in a Knowledge, create article
community. types and article actions,
and modify category groups
5. While Salesforce Knowledge uses data categories to organize content, Lightning communities assignments:
use topics. You can easily map the articles in your data categories to topics in a community. To • Customize Application
map articles to topics automatically: AND
a. In Community Workspaces, click Content Management > Topics > Automatic Topic Manage Salesforce
Assignment. Knowledge

b. After enabling Automatic Topic Assignment, map topics to data category groups and data To assign user licenses:
categories. You can choose to add the topics to all the articles existing in data categories, • Manage Internal Users
and to articles added in the future. You can map your exact hierarchy from data categories To create data categories:
to topics, up to eight levels of depth. • Manage Data
Categories

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6. Enable thumbs up and thumbs down voting on articles in your community so you can identify helpful articles and ones that need
improvement.
a. In Community Builder, navigate to the Article Detail page.
b. Click the Article Content component to view its properties.
c. In the property editor, select Enable Article Voting and customize the vote prompt and confirmation text if desired.
d. Publish your changes.

SEE ALSO:
Salesforce Knowledge
Build Your Knowledge Base in Salesforce Classic

Enable Ideas in Your Community

Ideas enable a group of users to post, vote for, and comment on ideas. Enabling Ideas in a community
EDITIONS
provides an online, transparent way for you to attract, manage, and showcase innovation.
To manage organization-wide settings for Ideas, follow these high-level steps: Available in: Salesforce
Classic (not available in all
1. From Setup, enter Ideas Settings in the Quick Find box, then select Ideas Settings
orgs) and Lightning
a. To enable Ideas for your organization, select the Enable Ideas checkbox. Experience
Once you enable the HTML editor, you can’t disable it.
Available in: Enterprise,
b. Optionally, select Enable Text-Formatting, Images and Links to enable Performance, Unlimited,
the Ideas HTML editor, which gives users WYSIWYG HTML editing and image referencing and Developer Editions
capabilities when they post or comment on ideas.
c. Ensure that the multi-select Categories field is enabled by clicking the Enable button USER PERMISSIONS
located below the Categories message at the top of the page. This button is not displayed
To customize Ideas settings:
if your organization already has the Categories field enabled.
• Customize Application
d. To let Ideas members associate more than one category with an idea, select Enable
To view Ideas:
Categories. Once you enable multi-select categories, you can’t disable it.
• Read on Ideas AND
e. To let users earn points and ratings based on their activity in each zone, select Enable Read on Idea Themes
Reputations.
f. In the Half-Life (in Days) field, enter the number of days.
The half-life setting determines how quickly old ideas drop in ranking on the Popular Ideas subtab, to make room for ideas with
more recent votes. A shorter half-life moves older ideas down the page faster than a longer half-life.

2. Define and customize fields for Ideas:

a. Define picklist values for the Categories and Status fields.
Make sure that you add the categories and statuses to the zones you’ll be including in the community.

b. Set field-level security for standard and custom fields.

c. Create custom fields and set validation rules on them.
Custom fields appear in the Additional Information section on the Post Idea and Idea Detail pages.

d. Optionally, add the Attachment field to the layout and set field-level security to enable users to add files to their ideas.

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3. To enable experts within your zones, create a public group that includes these users.
4. Optionally, enable Idea Themes in your organization.
5. Create one or more zones to organize ideas into logical groups, and associate the zones with the community.
6. Customize your Ideas page layouts to display the information you want to see.
7. Create validation rules that prevent offensive language from being used in the zone
8. Set up Apex triggers and validation rules for comments on ideas.
9. Enable user profiles for community members and moderators and ensure the profiles can access Ideas.

Important: To view Ideas, guest user profiles created after October 1, 2018 must have the Read on Ideas and Read on Idea
Themes user permissions manually enabled.

10. Add the Ideas tab and the Idea Themes tab to the community.

SEE ALSO:
Customizing Ideas Settings

Set Up Approvals for External Users in Your Community

Customer and partner users in your community can be assigned as approvers on records or added
EDITIONS
directly to queues. They can see and take action through the My Approvals and Approval History
related lists on the record. Approvals can also be triggered directly from the Chatter feed. Available in: Salesforce
An approval process automates how records are approved in Salesforce. An approval process Classic (not available in all
specifies each step of approval, including who to request approval from and what to do at each orgs) and Lightning
point of the process. Experience

Note: Available in: Enterprise,

Performance, Unlimited,
• Users with high-volume licenses, such as High Volume Customer Portal and Authenticated and Developer Editions
Website, can’t approve records.
• External users with legacy portal licenses can approve records in communities, but not
USER PERMISSIONS
in portals.
To create, edit, delete, or
When setting up approvals or queues, use the lookup fields to find customer and partner users.
clone approval processes:
For example, when setting up an approval, if you want to automatically assign a customer user as • Customize Application
an approver use the lookup list to find and specify the user. To create or change queues:
• Customize Application
AND
Manage Public List
Views

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Set Up and Manage Salesforce Communities Enable Other Salesforce Features in Communities

If you set up email notifications for your approval workflows, emails are sent based on community membership. If the user is a member
of multiple active communities, the email comes from the oldest active community. Any links included in the email point users directly
to the approval within the community.
In the Salesforce app, users can see and take action from the Approval History related list, but they can’t submit requests for approval.
To submit requests for approvals, the user must do so from the full Salesforce site.

SEE ALSO:
Set Up an Approval Process
Approval Limits
Create Queues

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Enable Analytics in Your Community

Enable Analytics for Communities to allow your partner and customer users to view and explore
EDITIONS
Analytics dashboards in your community.

Note: Only users with a Customer Community Plus, Partner Community, or Lightning External Available in: Salesforce
Apps Plus license can use this feature. This feature is supported in communities but not in Classic and Lightning
Experience
portals.
Complete the following steps to share Analytics dashboards in your community. Communities is available in:
Enterprise, Performance,
1. Set up Analytics in your Salesforce org, as described in the Analytics Platform Setup section. Unlimited, and Developer
2. Enable Analytics for Communities and set up community members. See Enable Analytics for Editions
Communities.
Analytics is available for an
3. In Analytics, create dashboards and save them in an Analytics app. Designate that app for extra cost in: Enterprise,
sharing with the community. For more information about working with Analytics, refer to the Performance, and
Analytics Library. Unlimited Editions. Also
available in: Developer
4. Embed your Analytics dashboards using either Community Builder or Visualforce.
Edition
5. From the Analytics app containing your dashboards, give access to community members by
selecting Share. In the Share dialog, select Enable sharing with Communities. Invite
community partners and customers to share the app. USER PERMISSIONS
For information, see Share Analytics with Communities. To create, customize, or
activate a community:
• Create and Set Up
Communities
AND is a member of the
community they’re trying
to update

To modify Analytics settings:

• Analytics Platform
permission set license
with Manage Analytics
permission
To view, explore, and share
embedded Analytics
dashboards:
• Analytics for
Communities permission
set license with View
Analytics on
Communities pages
permission

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Additional Communities Limitations

Here are a few limitations when using features in communities.
EDITIONS
• Drag-and-drop scheduling using events and calendars is not available in communities.
• Channel Programs and Market Development Fund object list views and records do not display Available in: Salesforce
on Salesforce for iOS. Classic (not available in all
orgs) and Lightning
• You can't create or edit reports in Lightning communities. Experience
• Partner users can’t create account teams and add members to them.
Available in: Enterprise,
• Partner users can’t edit or delete members of an account shared with them by an internal user. Performance, Unlimited,
• The default account teams option is not available for communities. and Developer Editions
• Partner and portal users do not receive emails to notify them of upcoming tasks. Reminder
notifications are displayed on the bell icon.

Deploy a Community from Sandbox to Production

We recommend creating, customizing, and testing your community in a test environment first,
EDITIONS
before you deploy it to your production org.
When testing is complete, you can use change sets or the Metadata API to migrate your community Available in: Salesforce
from one org to another. Both options are ideal for building and testing a community in a test Classic (not available in all
environment, such as sandbox, and then deploying to another org, such as production. orgs) and Lightning
Experience
• Change sets—If you’re more comfortable working with point-and-click tools, then change
sets are your deployment friend. Available in: Enterprise,
Performance, Unlimited,
Change sets represent sets of customizations in your org (or metadata components) that you
and Developer Editions
can deploy to a connected org.

• Metadata API—Up to speed on the Metadata API and more comfortable in the world of code?
Then use the Metadata API to deploy changes programmatically.
The Metadata API lets you retrieve, deploy, create, update, or delete customization information for your org, such as communities,
custom object definitions, and page layouts.

IN THIS SECTION:
Deploy Your Community with Change Sets
Use change sets to move your community between related orgs that have a deployment connection, such as your sandbox and
production orgs. Create, customize, and test your community in your test environment and then migrate the community to production
when testing is complete.
Considerations for Deploying Communities with Change Sets
Keep the following considerations and limitations in mind when migrating your Lightning or Salesforce Tabs + Visualforce community
with change sets.
Deploy Your Community with the Metadata API
Use the Metadata API to move your community from one Salesforce org to another. Set up and test your community in your test
environment, and then retrieve the community’s data and deploy it to your production org.

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Set Up and Manage Salesforce Communities Deploy a Community from Sandbox to Production

Deploy Your Community with Change Sets

Use change sets to move your community between related orgs that have a deployment connection,
EDITIONS
such as your sandbox and production orgs. Create, customize, and test your community in your
test environment and then migrate the community to production when testing is complete. Available in: Salesforce
You can use change sets to move Lightning communities and Salesforce Tabs + Visualforce Classic (not available in all
communities. orgs) and Lightning
Experience
1. Create and test your community in your preferred test org, such as sandbox.
2. From Setup in your test org, enter Outbound Change Sets in the Quick Find box, and Available in: Enterprise,
Performance, Unlimited,
then select Outbound Change Sets.
and Developer Editions
3. Create a change set, and click Add in the Change Set Components section.
4. Select the Network component type, choose your community, and then click Add to USER PERMISSIONS
Change Set.
5. To add dependent items, click View/Add Dependencies. We recommend selecting all To customize or publish a
community:
the dependencies listed.
• Create and Set Up
Tip: Communities

• For navigation menus that link to standard objects, custom list views aren’t To edit deployment
connections and use
included as dependencies. Manually add the custom list view to your change
inbound change sets:
list.
• Deploy Change Sets
• Manually add new or modified profiles or permission sets referenced in AND Modify All Data
Administration > Members.
Note: If a user
• The list of dependencies has two Site.com items—MyCommunityName and requires access to
MyCommunityName1. MyCommunityName holds the various Visualforce metadata but not
pages that you can set in Administration (in Community Workspaces or to data, you can
Community Management). MyCommunityName1 includes the pages from enable the Modify
Community Builder. Metadata
permission (beta)
to give the access
6. Click Upload and select your target org, such as production. the user needs
Make sure that the target org allows inbound connections. The inbound and outbound without providing
orgs must have a deployment connection. access to org
data. See “Modify
7. From Setup, select Inbound Change Sets and find the change set that you uploaded Metadata
from your source org. Permission (Beta)”
in Salesforce
8. Validate and deploy the change set to make it available in the target org. Help.
Warning: When you deploy an inbound change set, it overwrites the community To use outbound change
in the target org. sets:
• Create and Upload
9. Manually reconfigure any unsupported items in the target org community. Change Sets, Create
AppExchange Packages,
AND Upload
AppExchange Packages

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Set Up and Manage Salesforce Communities Deploy a Community from Sandbox to Production

10. Add data for your community, and test it to make sure that everything works as expected. Then publish your changes to go live.

SEE ALSO:
Considerations for Deploying Communities with Change Sets
Change Sets Best Practices
Upload Outbound Change Sets
Deploy Inbound Change Sets

Considerations for Deploying Communities with Change Sets

Keep the following considerations and limitations in mind when migrating your Lightning or
EDITIONS
Salesforce Tabs + Visualforce community with change sets.
Available in: Salesforce
General Classic (not available in all
orgs) and Lightning
• When you deploy an inbound change set, it overwrites the community in the target org. So Experience
although you can’t use a change set to delete a component, such as a community, you can
delete the pages within a Lightning community. For example, let’s say you delete pages from Available in: Enterprise,
a Lightning community in sandbox and then create an updated outbound change set. When Performance, Unlimited,
you redeploy the change set in a target org, such as production, the pages are also deleted and Developer Editions
there.
• If you update the community template in the source org to unify its Community Builder branding properties, ensure that you also
update the template in the target org before deploying the change set.

Administration
Administration settings are in Community Workspaces or Community Management.
• Remember to add any new or modified profiles or permission sets referenced in Administration > Members to your outbound
change set. They’re not automatically included as dependencies.
• For communities created in a sandbox org before the Summer ’17 release, you must resave administration settings prior to migration
to transfer them successfully.
• Until you publish your community in the target org, settings for the change password, forgot password, home, self-registration, and
login pages appear to return to their default values.
• To update settings in the Members area and the Login & Registration area, you must deploy the changes in separate change sets.
First update and deploy the Members area setting, and then update and deploy the Login & Registration settings.

Navigation Menu
The Navigation Menu component is available in Community Builder for Lightning communities.
• For menu items that link to objects, list views are reset to the default list view. Also, custom list views for standard objects aren’t
included as dependencies.
• Until you publish you community in the target org, menu items that point to community pages appear to be broken.

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Set Up and Manage Salesforce Communities Deploy a Community from Sandbox to Production

Recommendations
• Updates to recommendation names aren’t supported. If you change the name of a recommendation in the source org having
previously migrated it, the target org treats it as a new recommendation.
• Recommendation images aren’t supported.
• When you deploy an inbound change set, it overwrites the target org’s scheduled recommendations with those from the source
org.

Unsupported Settings and Features

The following items aren’t supported. Manually add them after you deploy the inbound change set.
• Navigational and featured topics
• Audience targeting
• Dashboards and engagement
• Recommendation images
• Branding panel images in Community Builder
• The following Administration settings in Community Workspaces or Community Management:
– The Account field in the Registration section of the Login and Registration area
– The Select which login options to display option in the Login section of the Login and Registration area
– The Settings area
– The Rich Publisher Apps area

SEE ALSO:
Change Sets Best Practices
Change Sets Implementation Tips
Deploy Your Community with Change Sets

Deploy Your Community with the Metadata API

Use the Metadata API to move your community from one Salesforce org to another. Set up and
EDITIONS
test your community in your test environment, and then retrieve the community’s data and deploy
it to your production org. Available in: Salesforce
You can use the Metadata API to move Lightning communities and Salesforce Tabs + Visualforce Classic (not available in all
communities. orgs) and Lightning
Experience
The following metadata types combine to define a community. To successfully migrate a community,
use the Metadata API retrieve call to retrieve XML file representations of your org’s components. Available in: Enterprise,
Performance, Unlimited,
• Network—Represents a community. Contains administration settings, such as page override,
and Developer Editions
email, and membership configurations.
• CustomSite—Contains the domain and page setting information, including indexPage,
siteAdmin, and URL definitions.
• SiteDotCom—Contains the community site layout.
For additional information on these metadata types and instructions on migrating data, see the Metadata API Developer Guide and the
Ant Migration Tool Guide.

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Set Up and Manage Salesforce Communities Deploy a Community from Sandbox to Production

Tips and Considerations

• Before migrating data to another org, enable Communities in the destination org and enter the same domain name that you used
in your sandbox org to avoid getting an error.
• For each community, the network component has a unique name and URL path prefix. When you retrieve the network component,
the generated XML file name is based on the name of the network. When migrating, the API looks at the file name and if it exists,
updates the community. If it doesn’t exist, the API creates a community. If someone changes the community name in the sandbox
and then tries to migrate, they see an error because the API is trying to create a community with the existing path prefix.
• Examine the XML file for CustomSite to make sure that all dependencies are brought over. If any are missing, explicitly state
them in the XML file.
• In addition to the Network, CustomSite, and SiteDotCom components, include all the other components required by
your community, such as custom objects, custom fields, custom Lightning components, and Apex classes.
• If you rename a community in Administration > Settings, make sure that the source and target communities have matching
values for the picassoSite and site attributes in the Network component.
• If there are any changes to the guest user profile, include the profile as part of the community migration.
• When you migrate user profiles, users are added to the community in the production org. Emails are then sent to members in the
same way as for any new community.

Sample Template
The following sample contains all of the fields that you can migrate through the Metadata API.
<?xml version="1.0" encoding="UTF-8"?>
<Network xmlns="http://soap.sforce.com/2006/04/metadata">
<allowInternalUserLogin>true</allowInternalUserLogin>
<allowMembersToFlag>true</allowMembersToFlag>
<allowedExtensions>txt,png,jpg,jpeg,pdf,doc,csv</allowedExtensions>
<caseCommentEmailTemplate>unfiled$public/ContactFollowUpSAMPLE</caseCommentEmailTemplate>

<changePasswordTemplate>unfiled$public/CommunityChangePasswordEmailTemplate</changePasswordTemplate>

</communityRoles>
<disableReputationRecordConversations>true</disableReputationRecordConversations>
<emailSenderAddress>[email protected]</emailSenderAddress>
<emailSenderName>MyCommunity</emailSenderName>
<enableCustomVFErrorPageOverrides>true</enableCustomVFErrorPageOverrides>
<enableDirectMessages>true</enableDirectMessages>
<enableGuestChatter>true</enableGuestChatter>
<enableGuestFileAccess>false</enableGuestFileAccess>
<enableInvitation>false</enableInvitation>
<enableKnowledgeable>true</enableKnowledgeable>
<enableNicknameDisplay>true</enableNicknameDisplay>
<enablePrivateMessages>false</enablePrivateMessages>
<enableReputation>true</enableReputation>
<enableShowAllNetworkSettings>true</enableShowAllNetworkSettings>
<enableSiteAsContainer>true</enableSiteAsContainer>
<enableTalkingAboutStats>true</enableTalkingAboutStats>
<enableTopicAssignmentRules>true</enableTopicAssignmentRules>
<enableTopicSuggestions>true</enableTopicSuggestions>
<enableUpDownVote>true</enableUpDownVote>

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Set Up and Manage Salesforce Communities Deploy a Community from Sandbox to Production

<forgotPasswordTemplate>unfiled$public/CommunityForgotPasswordEmailTemplate</forgotPasswordTemplate>

<gatherCustomerSentimentData>false</gatherCustomerSentimentData>
<lockoutTemplate>unfiled$public/CommunityLockoutEmailTemplate</lockoutTemplate>
<maxFileSizeKb>51200</maxFileSizeKb>
<navigationLinkSet>
<navigationMenuItem>
<label>Topics</label>
<position>0</position>
<publiclyAvailable>true</publiclyAvailable>
<target>ShowMoreTopics</target>
<type>NavigationalTopic</type>
</navigationMenuItem>
</navigationLinkSet>
<networkMemberGroups>
<permissionSet>MyCommunity_Permissions</permissionSet>
<profile>Admin</profile>
</networkMemberGroups>
<networkPageOverrides>
<changePasswordPageOverrideSetting>VisualForce</changePasswordPageOverrideSetting>

<forgotPasswordPageOverrideSetting>Designer</forgotPasswordPageOverrideSetting>
<homePageOverrideSetting>Designer</homePageOverrideSetting>
<loginPageOverrideSetting>Designer</loginPageOverrideSetting>
<selfRegProfilePageOverrideSetting>Designer</selfRegProfilePageOverrideSetting>
</networkPageOverrides>
<picassoSite>MyCommunity1</picassoSite>
<selfRegistration>true</selfRegistration>
<sendWelcomeEmail>true</sendWelcomeEmail>
<site>MyCommunity</site>
<status>Live</status>
<tabs>
<defaultTab>home</defaultTab>
<standardTab>Chatter</standardTab>
</tabs>
<urlPathPrefix>mycommunity</urlPathPrefix>
<welcomeTemplate>unfiled$public/CommunityWelcomeEmailTemplate</welcomeTemplate>
</Network>

Sample package.xml Manifest File

A manifest file defines the components that you’re trying to retrieve. The following sample shows a package.xml manifest file for
retrieving all the components of a community.
<?xml version="1.0" encoding="UTF-8"?>
<Package xmlns="http://soap.sforce.com/2006/04/metadata">
<types>
<members>*</members>
<name>Network</name>
</types>
<types>
<members>*</members>
<name>CustomSite</name>
</types>

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Set Up and Manage Salesforce Communities Community Security and Authentication

<types>
<members>*</members>
<name>SiteDotCom</name>
</types>
<types>
<members>*</members>
<name>CustomTab</name>
</types>
<types>
<members>*</members>
<name>CustomObject</name>
</types>
<types>
<members>*</members>
<name>ApexClass</name>
</types>
<types>
<members>*</members>
<name>ApexPage</name>
</types>
<types>
<members>*</members>
<name>ApexComponent</name>
</types>
<types>
<members>*</members>
<name>Portal</name>
</types>
<types>
<members>*</members>
<name>Profile</name>
</types>
<types>
<members>*</members>
<name>Document</name>
</types>
<version>43.0</version>
</Package>

SEE ALSO:
Deploy Your Community with Change Sets

Community Security and Authentication

You can help keep your community more secure by enabling clickjack and other protections, authenticating users, and encrypting some
of the community's data.

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Set Up and Manage Salesforce Communities Enable Clickjack Protection in Communities

IN THIS SECTION:
Enable Clickjack Protection in Communities
Clickjacking is a type of attack that tricks users into clicking something, such as a button or link, because they perceive it to be safe.
By creating hidden iframes pointing to your community pages, hackers can entice users to click an element that appears to be on
a different web page. But instead of the visible element handling the click, the click is hijacked and some element of the invisible
community iframe on top receives it. Clickjacking can potentially lead to data intrusion, unauthorized emails, changed credentials,
or other malicious site-specific results. With clickjack protection, however, you can secure your community by controlling whether
browsers allow frames pointing to your community pages.
Authenticate Community Users
You have several options for authenticating both external and internal users in your community. External users are users with
Community, Customer Portal, External Identity, or partner portal licenses. By default, they can log in with the username and password
that Salesforce assigns them for the community. Your org’s internal users are employees with full Salesforce licensing capabilities.
These users follow the employee login flow using their Salesforce username and password. Beyond these default settings, you can
configure SAML, external authentication providers, or OAuth to authenticate all users in your community.
Encrypt Community Data
You can add a measure of security to your community by encrypting files, attachments, and many popular data fields.
Content Security Policy
Lightning communities use Content Security Policy (CSP), which is a W3C standard that controls the source of content that can be
loaded on your community’s pages. CSP helps protect against cross-site scripting (XSS) attacks . And with three different levels of
security, you can optimize your site design choices and level of risk.

Enable Clickjack Protection in Communities

Clickjacking is a type of attack that tricks users into clicking something, such as a button or link, because they perceive it to be safe. By
creating hidden iframes pointing to your community pages, hackers can entice users to click an element that appears to be on a different
web page. But instead of the visible element handling the click, the click is hijacked and some element of the invisible community iframe
on top receives it. Clickjacking can potentially lead to data intrusion, unauthorized emails, changed credentials, or other malicious
site-specific results. With clickjack protection, however, you can secure your community by controlling whether browsers allow frames
pointing to your community pages.
You can set clickjack protection to one of the following levels.
• Allow framing by any page (no protection): The least secure level.
• Allow framing of site or community pages on external domains (good protection): Allows framing of your community pages
by pages on your external domains, but only if the domains are whitelisted.
• Allow framing by the same origin only (recommended): The default level for Communities. Allows framing of community pages
by pages with the same domain name and protocol security.
• Don’t allow framing by any page (most protection): The most secure level, but for Salesforce Tabs + Visualforce communities,
it can cause certain pages to appear as blank pages. To avoid this issue, use the default setting instead.

Tip: The location for enabling clickjack protection differs depending on whether your community is a Lightning community or a
Salesforce Tabs + Visualforce community. If your community has a mixture of both Lightning and Visualforce pages, enable clickjack
protection in both locations.

Enable Clickjack Protection for Lightning Communities

1. In Community Workspaces, click Administration > Pages > Go to Site.com Studio.
2. Click Site Configuration > Edit.

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Set Up and Manage Salesforce Communities Authenticate Community Users

3. Select your preferred level of clickjack protection and save your changes.
4. If you chose to allow framing of your community pages on your external domains, specify the domains that you want to whitelist.
a. In Community Workspaces, click Administration > Pages > Go to Force.com.
b. On the Site Details page, click Add Domain in the Whitelisted Domains for Inline Frames section and enter the domain that you
want to allow iframes on.

Enable Clickjack Protection for Salesforce Tabs + Visualforce Communities

1. In Community Workspaces, click Administration > Pages > Go to Force.com.
2. Click Edit on the Site Detail page.
3. Select your preferred level of clickjack protection and save your changes.
4. If you chose to allow framing of your community pages on your external domains, click Add Domain in the Whitelisted Domains
for Inline Frames section and enter the domain that you want to allow iframes on.

Tip: Whitelisted domains take effect only when Allow framing of site or community pages on external domains is selected.

Note: Internet Explorer supports clickjack protection through the legacy X-Frame-Options HTTP Header only. This header supports
sameorigin, deny (none), allowall, and allow-from uri. In particular, allow-from uri supports only one
URI.
To support a list for IE users, the framing site must identify itself to the community domain by passing in a query parameter in the
iframe tag. For example, if you add https://example.com as a whitelisted external domain, then the page on
https://example.com must make its iframe as follows:

<iframe src="https://mysite.force.com?_iframeDomain=https://example.com"></iframe>

Authenticate Community Users

You have several options for authenticating both external and internal users in your community. External users are users with Community,
Customer Portal, External Identity, or partner portal licenses. By default, they can log in with the username and password that Salesforce
assigns them for the community. Your org’s internal users are employees with full Salesforce licensing capabilities. These users follow
the employee login flow using their Salesforce username and password. Beyond these default settings, you can configure SAML, external
authentication providers, or OAuth to authenticate all users in your community.

Note: The following authentication options also work with custom HTTPS web addresses.

IN THIS SECTION:
Configure SAML for Communities
If your organization uses an existing single sign-on capability to simplify and standardize your user authentication, you can extend
this capability to communities.
Configure Authentication Providers
Internal and external users can access a community through an external authentication provider that supports the OpenID Connect
protocol. For example, if you configure Facebook as an external authentication provider, your users log in to Facebook through a
link on the community login page. Facebook authenticates the user, allowing them access to the community.

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Set Up and Manage Salesforce Communities Authenticate Community Users

Configure Authentication Flows with OAuth

If your organization wants to build integrations between communities and custom-branded apps, such as mobile or desktop apps,
you can use OAuth to create a branded login page.

SEE ALSO:
Customize Login, Self-Registration, and Password Management for Your Community

Configure SAML for Communities

If your organization uses an existing single sign-on capability to simplify and standardize your user
EDITIONS
authentication, you can extend this capability to communities.
The following information assumes that you are already familiar with Security Assertion Markup Available in: Salesforce
Language (SAML) authentication protocols and know how to work with your identity provider to Classic (not available in all
configure single sign-on for your organization. When implementing SAML for communities, the orgs) and Lightning
key is to use the community URL associated with login for the single sign-on flow. Also make sure Experience
that the community URL in the SAML assertion POST includes /login. Available in: Enterprise,
Here is a summary of how SAML requests and responses are processed between the user’s browser, Performance, Unlimited,
the community, and your identity provider. and Developer Editions

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Set Up and Manage Salesforce Communities Authenticate Community Users

This table compares what’s required for community SAML assertions to what’s required for other types of Salesforce domains.

Requirement Standard Portal Salesforce Sites Community

URL where SAML login.salesforce.com login.salesforce.com login.salesforce.com community URL
assertion POST is made.

Are No Yes–passed as an Yes–passed as an No

organization_id attribute attribute
Note: Required if using
and portal_id
Just-in-Time provisioning to
required in assertion?
create portal users in the
community.
Community-specific portal
users can be provisioned with
portal_id excluded.

Is siteUrl required in No No Yes–passed as an No

assertion? attribute

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Set Up and Manage Salesforce Communities Authenticate Community Users

The following sample SAML assertion shows the community URL specified as the Recipient, for a sample customer community in the
Acme organization. This example applies to an organization that has a single SAML configuration.
<samlp:Response ID="_f97faa927f54ab2c1fef230eee27cba21245264205456"
IssueInstant="2009-06-17T18:43:25.456Z" Version="2.0">
<saml:Issuer Format="urn:oasis:names:tc:SAML:2.0:nameid-format:
entity">https://www.salesforce.com</saml:Issuer>

<samlp:Status>
<samlp:StatusCode Value="urn:oasis:names:tc:SAML:2.0:
status:Success"/>
</samlp:Status>

<saml:Assertion ID="_f690da2480a8df7fcc1cbee5dc67dbbb1245264205456"
IssueInstant="2009-06-17T18:43:25.456Z" Version="2.0">
<saml:Issuer Format="urn:oasis:names:tc:SAML:2.0:
nameid-format:entity">https://www.salesforce.com</saml:Issuer>

<saml:Subject>
<saml:NameID Format="urn:oasis:names:tc:SAML:1.1:
nameid-format:unspecified">saml_portal_user_federation_id
</saml:NameID>

<saml:SubjectConfirmation Method="urn:oasis:names:tc:
SAML:2.0:cm:bearer">
<saml:SubjectConfirmationData NotOnOrAfter=
"2009-06-17T18:48:25.456Z"
Recipient="https://acme.force.com/customers/login/?
saml=02HKiPoin4f49GRMsOdFmhTgi_0nR7BBAflopdnD3gtixujECWpxr9klAw"/>
</saml:SubjectConfirmation>
</saml:Subject>

<saml:Conditions NotBefore="2009-06-17T18:43:25.456Z"
NotOnOrAfter="2009-06-17T18:48:25.456Z">

<saml:AudienceRestriction>
<saml:Audience>https://saml.salesforce.com</saml:Audience>
</saml:AudienceRestriction>
</saml:Conditions>

<saml:AuthnStatement AuthnInstant="2009-06-17T18:43:25.456Z">

<saml:AuthnContext>
<saml:AuthnContextClassRef>urn:oasis:names:tc:SAML:2.0:
ac:classes:unspecified
</saml:AuthnContextClassRef>
</saml:AuthnContext>
</saml:AuthnStatement>

</saml:Assertion>
</samlp:Response>

If your organization has multiple SAML configurations, the previous sample SAML assertion applies but note these differences in the
Recipient.
• The trailing slash after login is not required

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Set Up and Manage Salesforce Communities Authenticate Community Users

• The so parameter is required and must specify the organization ID

The Recipient would look like this:
Recipient="https://acme.force.com/customers/login?so=00DD0000000JsCM"

When logging out of a community, external users authorized using SAML for single sign-on are redirected to the Custom Logout
URL, if one is set in the community’s SAML settings. To access the SAML settings, from Setup, enter Single Sign-On Settings
in the Quick Find box, then select Single Sign-On Settings.

SEE ALSO:
Example SAML Assertions
Best Practices and Tips for Implementing Single Sign-On
Single Sign-On with SAML on Force.com

Configure Authentication Providers

Internal and external users can access a community through an external authentication provider that supports the OpenID Connect
protocol. For example, if you configure Facebook as an external authentication provider, your users log in to Facebook through a link
on the community login page. Facebook authenticates the user, allowing them access to the community.

Note: The following information assumes that you are familiar with the use of authentication providers for single sign-on. For
more information, see External Authentication Providers.
Internal and External Users
External users are users with Community, Customer Portal, External Identity, or partner portal licenses. Your org’s internal users are
employees with full Salesforce licensing capabilities.
Your Salesforce developer must update the Apex createUser(portalId, userData) registration handler method to account
for both internal and external user creation during OpenID Connect SSO to communities. For example, the developer can use a unique
attribute in the userData object to determine whether the newly created user is internal or external. For detailed information, see
RegistrationHandler Interface in the Apex Developer Guide.
The remaining processes of creating external users, configuring the service provider website, and defining the authentication provider
in your org remain the same.
Visualforce Login Page
If you’re using a custom Visualforce login page instead of the default login page, use the Single Sign-On Initialization
URL as the target URL of a custom login button. You can locate this URL on the Auth. Provider detail page.
For example:
https://login.salesforce.com/services/auth/sso/orgID/URLsuffix?community=https://acme.force.com/support
Janrain

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Set Up and Manage Salesforce Communities Authenticate Community Users

If you’re using Janrain as the authentication provider, pass the following code string to the Janrain login widget deployed on your site.

janrain.settings.tokenUrl='https://login.salesforce.com/services/authcallback/orgID/URLsuffix'
+'?flowtype=sso&community='+encodeURIComponent('https://acme.force.com/customers');

SEE ALSO:
External Authentication Providers
Use Request Parameters with Client Configuration URLs
Customize Login, Self-Registration, and Password Management for Your Community

Configure Authentication Flows with OAuth

If your organization wants to build integrations between communities and custom-branded apps,
EDITIONS
such as mobile or desktop apps, you can use OAuth to create a branded login page.
The following information assumes that you’re familiar with OAuth protocols and authentication Available in: Salesforce
flows for remote access applications. Communities support all available authentication flows, except Classic (not available in all
for the username-password OAuth authentication flow and the SAML assertion flow. When orgs) and Lightning
implementing branded OAuth flows for communities, you configure the authorize URL to use the Experience
community URL. The authentication flow then directs users to the application approval page. Available in: Enterprise,
Note: When logged in as another user, an admin or support user can’t authorize OAuth data Performance, Unlimited,
access for the user. For example, if an admin logs in as another user, the admin can’t authorize and Developer Editions
OAuth access for third-party applications to user accounts. This restriction includes single
sign-on.
For example, to authenticate a user using an authorize URL like the following:
https://login.salesforce.com/services/oauth2/authorize?
response_type=token&client_id=your_app_id&redirect_uri=your_redirect_uri
Replace the login.salesforce.com host name with the full path to the community URL:
https://acme.force.com/customers/services/oauth2/authorize?
response_type=token&client_id=your_app_id&redirect_uri=your_redirect_uri
When implemented successfully, this URL directs users to the community login page. After they authorize the app, you then set a user
access token and refresh token for future authentication. In requests for the token endpoint, replace the host with the community, like
this:
https://acme.force.com/customers/services/oauth2/token

Note: After you acquire the access_token, you can pass it as a Bearer token in the Authorization header request. This example
shows a REST API call to communities: https://community.force.com/customers/services/data/v32.0/
-H "Authorization: Bearer

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Set Up and Manage Salesforce Communities Encrypt Community Data

00D50000000IehZ\!AQcAQH0dMHZfz972Szmpkb58urFRkgeBGsxL_QJWwYMfAbUeeG7c1E6
LYUfiDUkWe6H34r1AAwOR8B8fLEz6n04NPGRrq0FM"

SEE ALSO:
Authenticate Apps with OAuth
Digging Deeper into OAuth 2.0 in Salesforce
Using OAuth to Authorize External Applications
“Step Three: Connect to Chatter REST API Using OAuth” in the Chatter REST API Developer Guide

Encrypt Community Data

You can add a measure of security to your community by encrypting files, attachments, and many popular data fields.

Note: Beginning with Spring ’17, Shield Platform Encryption no longer masks encrypted data in the presentation layer. This may
affect some users’ ability to work with encrypted data. If you have data you don’t want specific users to see, revisit their field-level
security settings, record access settings, and object permissions.
Keep the following things in mind:
• You can encrypt data in communities, but not in portals.
• If you are using Classic Encryption, data in encrypted custom fields is still masked.
• Your community’s specific settings for personally identifiable information (PII) apply regardless of whether data is encrypted.
• Data encryption doesn't change anything about the community user experience. However, encrypting the Account Name field has
an effect on how users' roles are displayed to admins. Normally, a community user’s role name is displayed as a combination of their
account name and the name of their user profile. When you encrypt the Account Name field, the account ID is displayed instead of
the account name.
For example, when the Account Name field is not encrypted, a user belonging to the Acme account with the Customer User profile
would have a role called Acme Customer User. When Account Name is encrypted, the role is displayed as something like
001D000000IRt53 Customer User.

SEE ALSO:
Strengthen Your Data's Security with Shield Platform Encryption

Content Security Policy

Lightning communities use Content Security Policy (CSP), which is a W3C standard that controls the source of content that can be loaded
on your community’s pages. CSP helps protect against cross-site scripting (XSS) attacks . And with three different levels of security, you
can optimize your site design choices and level of risk.

What Is CSP?
CSP is a list of rules sent to the browser when someone visits your community. Web browsers use these rules to help block requests to
unknown servers for different kinds of resources (scripts, images, and other data). Strict CSP makes your community the most secure
against these kinds of attacks by preventing requests to all other servers, unless explicitly approved, or whitelisted.

Note: For those wanting a more specific answer, CSP is a list of rules that define the “Content-Security-Policy” HTTP header that
is sent to the browser.

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Set Up and Manage Salesforce Communities Content Security Policy

Because CSP is all about what is part of your site and what isn’t, one of the most important aspects to understand about CSP is how it
defines the boundaries of your community. Simply put, anything not loaded through your community's domain name, such as a logo
hosted on a separate company site, is considered a third-party host.
This approach to CSP follows the same-origin policy that browsers already enforce, whereby you can access third-party hosted materials,
but you must first choose a security level for your site that matches your needs and your comfort level with risk, and then whitelist the
hosts as appropriate.

Tip: Inclusion of Salesforce hosted data and files doesn’t cause CSP alerts. Although Salesforce is technically a third-party host for
your community, we automatically whitelist those addresses.
You can choose from three security levels.

Script Security Level Description

Strict CSP: Block Inline Scripts and Script Access to All Third-party Recommended—provides maximum security.
Hosts • Blocks all inline scripts from running in your site
• Allows non-script resources, such as images, from approved
third-party hosts to display

Allow Inline Scripts and Script Access to Whitelisted Third-party Provides moderate security.
Hosts • Blocks script hosts that are not explicitly whitelisted
• Allows non-script resources, such as images, from approved
third-party hosts to display

Allow Inline Scripts and Script Access to Any Third-party Host Default—provides no added security but enables your community
to work as currently designed.
• Blocks nothing
• Allows access to all third-party hosts without the need for
whitelisting

Note: In Winter ’20 (October ’19), this option is being

removed.

What Does CSP Affect?

Whether you’re an administrator, content manager, or developer, you need to be aware of CSP and the impact is has on the pages of
your community.
CSP is a list of rules defining the “Content-Security-Policy” HTTP header sent to the browser when someone visits your community. Web
browsers use these rules to help mitigate many kinds of cross-site scripting (XSS) attacks by blocking requests to unknown servers for
different kinds of resources (scripts, images, and other data). Strict CSP makes your community the most secure against these kinds of
attacks by preventing requests to all other servers, unless they’ve been explicitly whitelisted. CSP can affect any aspect of your site that
can have calls to external sources such as Rich Text and HTML components, <head> declarations, custom Lightning components, or
CMS Connect content.
Let’s look at a couple of examples.

Example: Say that you decide to host your company logo on an external host rather than uploading it in the Themes panel in
Community Builder or using a static resource. If your community is running Strict CSP, it prevents the community from loading all

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Set Up and Manage Salesforce Communities Content Security Policy

third-party data, including images, on the page. To allow the logo to load, you must add the host to the CSP Trusted Sites in your
Salesforce org settings.

Example: Say that you are pulling in the posts from your company blog using CMS Connect so you can get the most reuse out
of it possible. Because this references an external host, when you’re running CSP you need to whitelist that host so your content
will display. You may even need to whitelist hosts the external content accesses so scripts and images will work.

Where Do I Whitelist Hosts?

Where you whitelist hosts depends on the kind of resource you’re calling. Some of the settings are shared with Lightning Experience
across your entire org, while some are specific to each community.
For non-script resources hosted outside your community, such as a logo or style sheet stored on a corporate site, you whitelist the host
in CSP Trusted Sites in your Salesforce org settings. Unsure whether you fall into this category? If your <head> markup, or any content
or code in your community (including custom components), makes use of a src attribute defined by
https://any.otherdomain.com or wss://any.otherdomain.com, you are using non-script resources that must be
whitelisted.

Note: CSP Trusted Sites in your org settings supports the following directives for trusted sites in Lightning Experience and Lightning
Communities. CSP directives allow more control around how specific kinds of resources are loaded.
• connect-src
• frame-src
• img-src
• style-src
• font-src
• media-src

Unsure whether you fall into this category? If your <head> markup, or any content or code in your community (including custom
components), makes use of a src attribute defined by https://any.otherdomain.com or
wss://any.otherdomain.com, you are using non-script resources that must be whitelisted.
For script resources, such as JavaScript, you whitelist the hosts in Security > Settings in Community Builder. The Add Trusted Sites
button appears when you select the Allow...Access to Whitelisted Third-party Hosts security level. If you change to Strict CSP, these
whitelisted sites still remain, which allows you to switch selections easily.

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Set Up and Manage Salesforce Communities Content Security Policy

Note: Communities allows unsafe-inline and unsafe-eval, when not using strict CSP, to support common services
such as Google Tag Manager.

What Do I Need to Do and When?

To ensure that your community works as expected, the default CSP setting (Allow Inline Scripts and Script Access to Any Third-party
Host) maintains the same security level as before Winter ’19.
However, in Spring ’19 (February 2019), Strict CSP becomes the standard CSP setting for all new communities. And in Winter ’20 (October
2019), the current default setting is being removed for existing communities. Therefore, you must plan ahead, consider the level of
security your community requires, and decide when to take the required steps.

Note: We recommend using Chrome to develop your site when possible because we added extra error guidance when viewing
your site. After you set the CSP security level for your community, test it in other browsers to ensure a good experience for your
customers.

IN THIS SECTION:
Select a Script Security Level
Choose a script security level to control whether scripts can be executed from your community.
Content Security Policy Tips and Best Practices
While choosing a setting for your Content Security Policy (CSP) is easy, the impact can be far ranging and unexpected. We’ve collected
up some tips and guidance to avoid surprises.

SEE ALSO:
Developer Documentation: Content Security Policy Overview
Static Resources
Create CSP Trusted Sites to Access Third-Party APIs
Developer Documentation: CspTrustedSite

Select a Script Security Level

Choose a script security level to control whether scripts can be executed from your community.

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Set Up and Manage Salesforce Communities Content Security Policy

Selecting a script security level depends on your needs and tolerance for risk. We recommend running Strict CSP for optimum security.
You can easily switch between levels to test how different security levels affect your customers’ experience.
1. Open Settings > Security in Community Builder.

2. Select a script security level.

Script Security Level Description

Strict CSP: Block Inline Scripts and Script Access to All Third-party Recommended—provides maximum security.
Hosts • Blocks all inline scripts from running in your site
• Allows non-script resources, such as images, from approved
third-party hosts to display

Allow Inline Scripts and Script Access to Whitelisted Third-party Provides moderate security.
Hosts • Blocks script hosts that are not explicitly whitelisted
• Allows non-script resources, such as images, from approved
third-party hosts to display

Allow Inline Scripts and Script Access to Any Third-party Host Default—provides no added security but enables your
community to work as currently designed.
• Blocks nothing
• Allows access to all third-party hosts without the need for
whitelisting

Note: In Winter ’20 (October ’19), this option is being

removed.

Note: In the Spring ’19 release, Strict CSP will be the default security level for new communities. We recommend that you
review and adjust your site to run with this security level now to avoid future challenges. However, selecting a more relaxed
script security level will still be an option.

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Set Up and Manage Salesforce Communities Content Security Policy

3. If you selected Allow...Access to Whitelisted Third-party Hosts, whitelist any third-party hosts by clicking Add Trusted Sites.
Enter a friendly name and the host address, and click Add Site.
After you add a site, it appears in the Trusted Sites for Scripts section (1), where you can edit or delete it (2).

Note: Activate or deactivate trusted sites in the edit screen. You can turn them on or off without having to remove them from
your site configuration for easy testing or maintenance.

Note: Whitelisted sites are community specific. To use them in other communities, you must whitelist them separately.

4. If you are using non-script resources hosted elsewhere, such as images or style sheets, add those sites to CSP Trusted Sites. In Setup,
search for CSP and click CSP Trusted Sites.

Hosts whitelisted in CSP Trusted Sites are available to Lightning Experience, Communities, or All, depending on the context you
apply. If available to Communities, that host is whitelisted for all communities in your org.
5. For changes to the script security level to take effect, publish your community. Changes to whitelists take effect as soon as you save
them.

SEE ALSO:
Create CSP Trusted Sites to Access Third-Party APIs
Developer Documentation: CspTrustedSite
Enable Google Analytics™ for Your Community

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Set Up and Manage Salesforce Communities Plan Your Community Design Strategy

Content Security Policy Tips and Best Practices

While choosing a setting for your Content Security Policy (CSP) is easy, the impact can be far ranging and unexpected. We’ve collected
up some tips and guidance to avoid surprises.
In addition to error messages and feedback, you can use the developer console in your browser to help identify any directive issues or
CSP violations.
If you use Google Analytics in your community, we automatically add the following sites to your org’s CSP Trusted Sites in Setup:
• https://www.google-analytics.com
• https://stats.g.doubleclick.net
This ensures that both Analytics and the AdWords features can function.

Note: These sites are listed in CSP Trusted Sites in with a context of Communities. The directive is only supported in the policy
for Communities, and only on a per community basis. These sites are listed only once in CSP Trusted Sites regardless of how many
communities have Google Analytics enabled.

SEE ALSO:
Enable Google Analytics™ for Your Community

Plan Your Community Design Strategy

If you chose to use custom pages in your community instead of out-of-box tabs and branding, you need to decide whether to use
Community Builder or Lightning Platform. Once you make the decision, use the following sections to help you customize community
pages:
• Customize Communities with Community Builder
• Use Visualforce and Salesforce Sites
You can also customize these other areas of your community:
• Add the Global Search Box to Your Customized Community HTML Header on page 77
• Configure a Custom Domain for Your Community
• Rename the Chatter Tab

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Set Up and Manage Salesforce Communities Choosing Between Lightning Communities and Salesforce
Tabs + Visualforce Communities

IN THIS SECTION:
Choosing Between Lightning Communities and Salesforce Tabs + Visualforce Communities
When you create a community, you can create a Lightning community or a Salesforce Tabs + Visualforce community. With either
option, you can build branded, publicly available pages such as landing or marketing pages, and private custom pages that only
community members can access. So which option is the best for you? Well, that depends on your skills and the needs of your
organization.
Use Visualforce and Salesforce Sites
Each community has one associated Salesforce Site where you can make advanced customizations to your community.

Choosing Between Lightning Communities and Salesforce Tabs +

Visualforce Communities
When you create a community, you can create a Lightning community or a Salesforce Tabs + Visualforce community. With either option,
you can build branded, publicly available pages such as landing or marketing pages, and private custom pages that only community
members can access. So which option is the best for you? Well, that depends on your skills and the needs of your organization.

Lightning Communities
Community Builder is an intuitive, convenient tool for creating and customizing your Lightning community. Create a Lightning community
based on a pre-configured template, and then apply branding, edit pages, update your template, and publish changes all from one
user-friendly interface. With Lightning communities you can:
• Create the portal or community that is right for you, using the following templates: Customer Service, Partner Central, Customer
Account Portal, Build Your Own, and Help Center.
• Enjoy Lightning extensibility including new pages, new navigation items, custom layouts, new components, and access to the
AppExchange.
• Design pixel-perfect, branded pages including your own CSS styles. Control the look and feel of the community with a custom theme
layout and custom components.
• Create public pages that anyone can access, or add private pages that require users to log in.
• Build and iterate quickly using drag-and-drop reusable page components.
• Use ready-made forms to create web-to-lead forms or gather customer feedback.
• Create data-driven pages, such as product catalogs or other listings, using your organization’s data.
• Easily support multilingual experiences through Translation Workbench and Community Builder.
• Reuse your Visualforce pages, actions, buttons, links, and canvas apps in Lightning communities.
• Create and export industry-specific solutions and use them to jump-start new communities, or package and distribute them for
others, using Lightning Bolt solutions.

Salesforce Tabs + Visualforce Communities

Suitable for developers with experience using Visualforce, Salesforce Tabs + Visualforce lets you build custom pages and apps with
Lightning Platform capabilities, including analytics, workflow and approvals, and programmable logic. If you want to create sites
programmatically using Apex and APIs, Salesforce Tabs + Visualforce is the way to go. With Salesforce Tabs + Visualforce communities
you can:
• Support high volume authenticated visitors and concurrent transactions while maintaining low page-load times.
• Harness Lightning Platform capabilities including analytics, workflow and approvals, and programmable logic.

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Set Up and Manage Salesforce Communities Choosing Between Lightning Communities and Salesforce
Tabs + Visualforce Communities

• Integrate with partner apps (managed packages) that use Visualforce.

• Use 3rd-party web application frameworks for community rendering.
• Take advantage of dynamic web applications, such as an event management application.
• Create private pages that you can add as a tab within your community.
• Write your own controllers, or extensions to controllers, using Apex code.
• Build dynamic web applications, such as an event management application.

Features at a Glance
Still unsure which product to choose? Use this table to learn more about each product’s features.

Feature Lightning Communities Salesforce Tabs +

Visualforce Communities
Public pages

Pre-configured templates and page layouts

Authenticated pages

Lightning Bolt Solutions

Visualforce pages (Add Visualforce pages to Lightning communities

using the Visualforce Page component in Community Builder.)

Audience targeting for pages and groups

Custom themes

Out-of-the-box login, logout, self-registration, and error pages

Drag-and-drop environment

Lightning components

IP restrictions

Access to standard and custom objects

Analytics and reports

Page creation using Apex, APIs, and controllers

Workflows

Lightning flows

Full Lightning Platform capability

Custom objects

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Set Up and Manage Salesforce Communities Use Visualforce and Salesforce Sites

Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates to create
communities. Salesforce still supports existing communities that were built using Koa and Kokua. To create a community based
on Koa or Kokua, contact Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to replace
your existing Koa and Kokua communities. The latest Lightning community templates provide richer support for Knowledge and
case management.

SEE ALSO:
Customize Communities with Community Builder
Which Community Template Should I Use?
How Communities Use Lightning
Use Visualforce and Salesforce Sites

Use Visualforce and Salesforce Sites

Each community has one associated Salesforce Site where you can make advanced customizations to your community.
For example, with Salesforce Sites you can:
• Add public pages to your community that don’t require login.
• Use branded self-registration and login pages to enable users to register for or log in to your community.
• Customize the provided error pages to reflect your community’s branding. You can customize the “Authorization Required (401)”
and “Page Not Found (404)” pages.
• Leverage Visualforce pages to create private pages that only community members can access.
For information about using Salesforce Sites, refer to the online help.

Tips and Considerations

• Salesforce Sites pages use the branding styles that you specify in the Create Community wizard. To disable these styles, set the
standardStylesheets attribute on the <apex:page> tag to false.
• Consider these limitations when using Salesforce Sites with Communities:
– Out-of-the-box RSS feeds, analytics tracking, and custom portal profile pages aren’t available
– Custom change-password pages aren’t available
– Login to custom domains is only available with HTTPS

• Because Salesforce Sites are served directly from the Salesforce org, a site’s availability is directly related to the org's availability. Your
sites are unavailable during your org’s maintenance window for major releases. Users who try to access a site see either a Lightning
Platform-branded maintenance page or your custom Service Not Available page.
• You can redirect a community home page to its companion Site.com home page. To do so:
– Set a URL Redirect on the Salesforce Site detail page
– Set the Source URL to /, which represents the home page for the community
– Set the Target URL to s, which represents the home page for the Site.com site

SEE ALSO:
Choosing Between Lightning Communities and Salesforce Tabs + Visualforce Communities

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Set Up and Manage Salesforce Communities Override Default Pages in Your Community with Custom
Pages

Override Default Pages in Your Community with Custom Pages

Use company-branded Community Home and Service Not Available pages by overriding the
EDITIONS
standard pages in your community.
• Use a Custom Community Home Page Available in: Salesforce
• Use a Custom Page for Service Unavailability Classic (not available in all
orgs) and Lightning
You can override other default community pages in the Site.com or Lightning Platform settings for Experience
your community. To do this, open Community Workspaces or Community Management. Next,
under Administration, click Pages and then click Go to Lightning Platform or Go to Site.com Available in: Enterprise,
Studio. Page selections in Community Management or Community Workspaces automatically Performance, Unlimited,
override any previously specified page selections in the Site.com or Lightning Platform settings. and Developer Editions

USER PERMISSIONS
Use a Custom Page for Service Unavailability
To create, customize, or
On rare occasions, if your community is not available because of a service outage, Salesforce displays
publish a community:
a generic Service Not Available page with Lightning Platform branding. You can replace this page • Create and Set Up
with a custom company-branded static resource page for a personalized user experience for your Communities AND View
community members. Setup and Configuration
The Service Not Available static resource:
• Must be a public .zip file 1 MB or smaller.
• Must contain a page named maintenance.html at the root level of the .zip file. Other resources in the .zip file, such as images
or CSS files, can follow any directory structure.
• Must contain only files that have file extensions.
For more information, refer to Assigning Salesforce Site Error Pages in the Salesforce Help.
1. Open Community Workspaces or Community Management.
2. Navigate to Administration > Pages.
3.
Click next to Service Not Available to search for and select your custom page.
4. Click Save.
If there is a service outage at any time, your community displays your selected page. A couple things to keep in mind:
• This page selection doesn’t affect communities that use Site.com Studio pages.
• The Service Not Available page, once customized, is available for all communities in the same domain. Depending on the needs of
your organization, this might not be desirable. To avoid using the same page for all the communities in your domain, create and
assign separate Service Not Available pages for each community.
For example, consider a scenario where you have two communities in your domain: a customer community
(universaltelco.force.com/customer) and a partner community (universaltelco.force.com/partner).
If you use a custom Service Not Available page for only the customer community, then the partner community will display the same
page during a service outage, unless you create and assign a separate Service Not Available page to the partner community.
Domains that have a custom URL with a root path prefix use that site's Service Not Available page for paths on the domain that
aren't custom URLs of other sites that have their own Service Not Available pages.
For example, sites http://www.example.com/ and http://www.example.com/site1 have assigned Service Not
Available pages. Site http://www.example.com/site2 does not have an assigned Service Not Available page.

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Set Up and Manage Salesforce Communities Use a Custom Community Home Page

Requests to http://www.example.com/, http://www.example.com/Page1, and

http://www.example.com/site2 display the Service Not Available page assigned to http://www.example.com/.
Requests to http://www.example.com/site1 and http://www.example.com/site1/Page1, display the
Service Not Available page assigned to http://www.example.com/site1.
If a site does not have an assigned Service Not Available page, and the sites of parent custom URLs in the same domain also don't
have assigned Service Not Available pages, the Maintenance page is displayed.

SEE ALSO:
Override Default Pages in Your Community with Custom Pages

Use a Custom Community Home Page

Personalize the standard community home page with company branding by using a custom
EDITIONS
Site.com Studio or Visualforce page.
The community home page is shown to unauthenticated users in a public community and it allows Available in: Salesforce
you to specify a landing page for guest users without setting up redirects. This page is also known Classic (not available in all
as your Active Site Home page. orgs) and Lightning
Experience
1. Open Community Workspaces or Community Management.
2. Click Administration > Pages. Available in: Enterprise,
Performance, Unlimited,
3. For the Community Home page: and Developer Editions
a. Select the page type: Community Builder or Visualforce.

Note: When Community Builder is selected, only published Site.com Studio pages USER PERMISSIONS
are included in the search results.
To create, customize, or
b. Enter the name of the page or leave the field blank to get a list of available options. publish a community:
• Create and Set Up
c. Communities AND View
Click , then click the name of the page in the search results to select it.
Setup and Configuration
4. Click Save.
Page selections in Administration automatically override any previously specified page selections in the Site.com or Salesforce Site
properties.

SEE ALSO:
Configure the Default Community Login Page to Use a Custom Home Page
Override Default Pages in Your Community with Custom Pages

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Set Up and Manage Salesforce Communities Use a Custom Community Home Page

Configure the Default Community Login Page to Use a Custom Home Page
If you’re using external authentication providers and a custom home page, ensure that users are
EDITIONS
accessing the correct home page.
To do so, edit the CommunitiesLandingController so that it has the correct startURL Available in: Salesforce
for your community. The CommunitiesLandingPage is the Active Site Home Page for your Classic (not available in all
community, meaning that it is shown when someone enters a direct URL to your community. For orgs) and Lightning
instance, if your domain is universaltelco.force.com and your community URL is Experience
customers, the CommunitiesLandingPage is shown when someone enters Available in: Enterprise,
http://universaltelco.force.com/customers. Performance, Unlimited,
There are 2 methods for using a custom home page: and Developer Editions

• Update the CommunitiesLandingController code to redirect to the new page:

1. From Setup, enter Apex Classes in the Quick Find box, then select Apex Classes. USER PERMISSIONS

2. Click Edit next to CommunitiesLandingController. To access Community

Management or Community
3. Replace the code so that it reads: Workspaces:
• Access Community
Management OR
Manage Communities
OR Create and Set Up
Communities
• AND is a member of the
community

To customize administration
settings:
• Create and Set Up
Communities
• AND is a member of the
community

To edit Apex classes:

• Author Apex

public with sharing class CommunitiesLandingController {

// Code we will invoke on page load.
public PageReference forwardToStartPage() {
String communityUrl = 'https://universaltelcom.force.com';
String customHomePage = '/apex/hello';
if (UserInfo.getUserType().equals('Guest')) {
return new PageReference(communityUrl + '/login?startURL=' +
EncodingUtil.urlEncode(customHomePage, 'UTF-8'));
}else {
return Network.communitiesLanding();
}
}
public CommunitiesLandingController() {}
}

4. Replace https://universaltelcom.force.com with the URL for your community.

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Set Up and Manage Salesforce Communities Add Custom Pages That Don’t Require Login

5. Click Save.

• Alternatively, you can replace the Active Site Home Page with a custom Visualforce page.
1. From Setup, enter All Communities in the Quick Find box, then select All Communities.
2. Click the Manage button next to the community name.
3. Click Administration > Pages > Go to Lightning Platform.
4. In the Site Detail section, click Edit.
5. In the Active Site Home Page field, select your custom Visualforce page.
6. Click Save.

When a user enters the community URL, they see the new Active Site Home Page.

SEE ALSO:
Use a Custom Community Home Page

Add Custom Pages That Don’t Require Login

Within a community, you can have publicly available pages that are accessible without requiring login, making them ideal for landing
or marketing pages.
Communities leverage Salesforce Sites technology to set a custom domain for your organization and a URL prefix for each community
created in your organization. If you want to further customize your communities beyond what’s available in setup, you can use Salesforce
Sites or Site.com to create completely customized pages.

Tip: Communities can have a combination of Visualforce and Site.com pages. By default, the pages you create don’t require login,
but you can add authenticated pages if needed.
1. Open Community Workspaces or Community Management.
2. Click Administration > Pages and then in the Advanced Customizations area, click either:
• Go to Lightning Platform to create pages that don’t require login or edit out-of-the-box error pages.
• Go to Site.com Studio to open Site.com Studio, where you can create public, branded pages. (You can also create authenticated
pages that require login.)

3. After you create a public page in Site.com Studio, you must publish the Site.com site to allow users to access the page.
For more information about creating pages, refer to these resources:
• Creating Site.com Pages
• Managing Salesforce Site Visualforce Pages
• Manage Salesforce Sites Standard Pages

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Set Up and Manage Salesforce Communities Which Community Template Should I Use?

Which Community Template Should I Use?

Community templates let you build responsive communities for delivering rich, branded spaces
EDITIONS
for your customers and partners.
With Community Builder, you can edit a Lightning template’s components to include information Available in: Salesforce
about your community, add images to extend your branding, and include CMS content—without Classic (not available in all
any coding. And if you want a more customized experience, you can create custom pages, add orgs) and Lightning
components to pages, build custom Lightning components, and expose more Salesforce objects. Experience

Note: Apart from Salesforce Tabs + Visualforce, all templates are Lightning-based templates Available in: Enterprise,
that you customize in Community Builder. Performance, Unlimited,
and Developer Editions
Customer Account Portal
A private and secure place for customers to access and update their account information.
Improve customer relationships and decrease service costs by letting customers work in the portal. Customers can see and pay
invoices, update their account information, and search your knowledge base for answers to their most frequent questions.
Partner Central
A flexible, responsive template designed for channel sales workflows. Recruit, build, and grow your partner network to drive channel
sales and marketing together in a branded online space. Easily configure lead distribution, deal registration, and marketing campaigns.
Share training materials and sales collateral in a central space, and use reports to track your pipeline.
Customer Service
A powerful, responsive self-service template with multiple prebuilt theme options. The Customer Service template lets users post
questions to the community, search for and view articles, collaborate, and contact support agents by creating cases. Supports
Knowledge, Chatter Questions, and cases.
Help Center
A public-access, self-service community that exposes the articles that you make available from your knowledge base. You reduce
the load on your customer support team, and your users get the satisfaction of finding their own solutions.
Build Your Own
Provides the basic pages every community needs: Home, Create Record, Error, Record Detail, Record List, Related Record List, Search,
Check Password, Forgot Password, Login, Login Error, and Register. Add more pages and components as needed for the experience
you’re building. To refine the look of your community, customize your branding and themes.
Aloha
A configurable App Launcher template that lets users quickly find applications and access them using single sign-on authentication,
including social logins.
Salesforce Tabs + Visualforce
Standard Salesforce structure and tabs that you can customize using Visualforce. Requires developer experience and advanced setup
skills. Allows full platform access with a flexible configuration and supports most standard objects, custom objects, and the Salesforce
app.
Keep in mind that Salesforce Tabs + Visualforce isn’t a Lighting-based template and therefore doesn’t work with Community Builder.

Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates to create
communities. Salesforce still supports existing communities that were built using Koa and Kokua. To create a community based
on Koa or Kokua, contact Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to replace
your existing Koa and Kokua communities. The latest Lightning community templates provide richer support for Knowledge and
case management.

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Set Up and Manage Salesforce Communities The Customer Account Portal Template

IN THIS SECTION:
The Customer Account Portal Template
The Customer Account Portal template improves customer relationships and decreases service costs by making it easy for customers
to see and pay invoices, update their account information, and search your knowledge base for answers.
The Partner Central Template
Partner Central is designed to support partner relationship management workflows: channel sales, channel marketing, lead distribution,
deal registration, partner recruitment and onboarding. Plus, Partner Central also includes functionality to map reports and dashboards
for monitoring your pipeline.
The Customer Service Template
The Customer Service template provides a rich, self-service experience for your customers, where they can get answers to their
questions at any time, on any device. With integrated knowledge articles and case management, customers can search for and view
articles, post questions to the community, or contact a support agent.
The Build Your Own Template
The Build Your Own template provides the basic pages every community needs: Home, Create Record, Error, Record Detail, Record
List, Related Record List, Search, Check Password, Forgot Password, Login, Login Error, and Register. And you can easily add more
pages and components as needed for the experience you’re building. Customize your branding and themes to refine the look of
your community.
Objects Supported by Out-of-the-Box Components and Pages in Community Templates
Check out the list of all the objects supported by out-of-the-box components and pages in Community Builder-driven templates.
Customer Service Community Setup Checklist
Building a community is the result of research, mapping of goals, and defining your audience. At the same time, you must have all
your ducks in a row so the actual implementation process is seamless. You know your org best, but use this general checklist to help
you organize what you need for a community using the Customer Service template.
Migrate a Koa or Kokua Template Community to a New Template
The Koa and Kokua templates are in phased retirement, and you can no longer use them to create communities. Salesforce supports
existing communities built with Koa and Kokua, but we recommend migrating to newer Lightning community templates. The new
Lightning communities provide richer support for Salesforce Knowledge and case management, and they also receive updates and
new features with each release.
Which Components Can I Use with Each Template?
Lightning community templates, such as Customer Service and Partner Central, are each composed of pages, which in turn are
made up of customizable components. Consult this table to find out which templates each component can be used in, and when
it became available.

SEE ALSO:
Create Communities
Choosing Between Lightning Communities and Salesforce Tabs + Visualforce Communities

The Customer Account Portal Template

The Customer Account Portal template improves customer relationships and decreases service costs by making it easy for customers to
see and pay invoices, update their account information, and search your knowledge base for answers.

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Set Up and Manage Salesforce Communities The Customer Account Portal Template

Included Features
• Lightning community pages and components
• Tile menu, for a visual navigation experience
• Global search with a customizable list of searchable objects
• Dashboards and reports
• Customizable branding and design
• Rich, responsive look and feel across multiple devices

Advanced Features That You Can Configure

• Audience targeting—Deliver custom content to partners by geography, tier, or other criteria.
• Lightning components—Check out the full list of compatible Lightning components that you can use to build out your community.

Included Pages
The Customer Account Portal includes the following pages.
• Home
• Article Detail
• Contact Support
• Create Record
• Error
• Feed Detail
• Messages
• Question Detail
• Search
• Top Articles
• Topic Catalog
• Topic Detail
• User Settings
• Case object pages
• Group object pages
• Dashboard object pages
• Report object pages
• Stream object pages
• User Profile
• User List
• User Related List
• Generic record pages
• Login pages

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Set Up and Manage Salesforce Communities The Partner Central Template

The Partner Central Template

Partner Central is designed to support partner relationship management workflows: channel sales, channel marketing, lead distribution,
deal registration, partner recruitment and onboarding. Plus, Partner Central also includes functionality to map reports and dashboards
for monitoring your pipeline.

What You Get Out-of-the-Box

• Guided setup
• Lightning community pages and components
• The Lead Inbox component to pass leads to partners
• Customizable Quick Create action menu that you can configure for deal registration
• Customizable navigation menu with preconfigured list views for leads, deals, and campaigns
• Global search with a customizable list of searchable objects
• Dashboards and reports
• Customizable branding and design
• Collaboration features such as groups, feeds, topics
• Rich, responsive look and feel across multiple devices

Advanced Features You Can Configure for Partner Central

• Audience-targeting: Deliver custom content to partners by geography, tier, or other criteria.
• Wave: Configure Wave reports for your community.
• Google Analytics™: Track community activity with Google Analytics.
• Lightning Components: Check out the full list of compatible Lightning components you can use to build out your community.

Partner Central in Action

Partner Central in Community Workspaces

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Set Up and Manage Salesforce Communities The Partner Central Template

Partner Central Home Page

The Partner Central Home page, which includes the lead inbox, global search, navigation menu, Quick Create action menu, compact list
views for deals and tasks, and reports and dashboards.

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Set Up and Manage Salesforce Communities The Partner Central Template

Leads List View

Lead Inbox and Lead Detail

Resources Page—Share Files and Libraries with Partners

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Set Up and Manage Salesforce Communities The Customer Service Template

The Customer Service Template

The Customer Service template provides a rich, self-service experience for your customers, where they can get answers to their questions
at any time, on any device. With integrated knowledge articles and case management, customers can search for and view articles, post
questions to the community, or contact a support agent.

What You Get Out-of-the-Box

• Lightning community pages and components
• Self-resolution of cases through knowledge and case creation
• Collaboration features such as groups, feeds, topics
• Global search with a customizable list of searchable objects
• Moderation rules to weed out trolls and bots
• Dashboards and reports
• Recommendations
• Customizable branding, design, and navigation
• Rich, responsive look and feel across multiple devices

Advanced Features That You Can Configure

• Audience-targeting: Deliver custom content to partners by geography, tier, or other criteria.
• Google Analytics™: Track community activity with Google Analytics.
• Prebuilt and custom Lightning components: Check out the full list of compatible Lightning components you can use to build out
your community.

Customer Support in Action

Customer Service Home Page

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Set Up and Manage Salesforce Communities The Customer Service Template

The Customer Service Home page includes featured topics and feeds, a leaderboard, recommendations, trending articles and topics,
and support options. In addition, every page in the Customer Service template includes the template header, which provides global
search, a profile menu, and navigation.

Customers Can Find the Help They Need

The Customer Service template adds discussions and suggested articles to your support community. When customers type a question
in the search text box, the results include articles and similar questions that are based on matches with the typed text. If the answer isn’t
in the results, they can get help from the community by asking a question in the community. Community experts discuss the issue and
provide a solution. And if they decide to contact customer support, they’re shown a list of suggested articles based on keywords from
the case subject and description. So there’s an excellent chance they can find an answer without needing to create a support case.
Both guest users and logged-in users can access articles, search and view discussions, and contact agents through official support
channels. When they log in to the community, they’re also able to ask questions and participate in discussions in the feed. Members in
the community can answer questions in the community, just like commenting on a post in Chatter. And when a best answer is found,
it’s prominently displayed in the feed, allowing other users to quickly and easily find the answer.
Enhanced Profile and Navigation Experience
The Customer Service template has an enhanced profile and navigation experience for logged-in users. From the profile menu, users
can quickly access their profile details, Chatter feed and list of cases, and contact customer support. Users with permissions to create or
manage the community can also access community management and setup pages directly from the profile menu. Users can edit their
contact information and profile photo directly from their profile details. They can view statistics, such as how many posts and comments

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Set Up and Manage Salesforce Communities The Customer Service Template

they’ve made and how many people they’re following and are following them. User profiles also show user nicknames and reputation
levels if they’re enabled in the community.
Improved Community Organization with Topics
The Customer Service template adds the flexibility of topics to organize your community. Topics help you structure a community to
quickly guide members to the information that matters most. Choose navigational topics to provide an easy way for customers to explore
the community, and featured topics to highlight current conversations and issues. Trending topics and related topics let members find
active discussions and popular content in the community. Member-created topics, meanwhile, let users organize information for each
other, creating a personalized experience that boosts community engagement. When setting up a community, you associate topics
with existing data categories, so your articles appear in the appropriate topics in the community.

Note: While the Customer Service template uses topics to display articles and questions, Knowledge articles are associated with
data categories when they are created. To ensure that articles appear in the community, set data category visibility at the profile
level for each category you associate with a topic. For instructions on setting default data category visibility, see Modify Default
Data Category Visibility.

Included Pages
The Customer Service template includes the following pages.
• Home
• Account Management
• Article Detail
• Contact Support
• Create Record
• Error
• Feed Detail
• Messages
• Question Detail
• Quip Doc Related List
• Search
• Top Articles
• Topic Catalog
• Topic Detail
• User Settings
• Case object pages
• Dashboard object pages
• File object pages
• Group object pages
• Record object pages
• Report object pages
• Stream object pages
• User object pages
• Generic record pages
• Login pages

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Set Up and Manage Salesforce Communities The Build Your Own Template

The Build Your Own Template

The Build Your Own template provides the basic pages every community needs: Home, Create Record, Error, Record Detail, Record List,
Related Record List, Search, Check Password, Forgot Password, Login, Login Error, and Register. And you can easily add more pages and
components as needed for the experience you’re building. Customize your branding and themes to refine the look of your community.

What You Get Out-of-the-Box

• Lightning community pages and components
• Customizable branding and design

Advanced Features That You Can Configure

• Audience-targeting: Deliver custom content to partners by geography, tier, or other criteria.
• Google Analytics™: Track community activity with Google Analytics.
• Prebuilt and custom Lightning components: Check out the full list of compatible Lightning components you can use to build out
your community.

Add Pages and Components

To view all components in the Components panel, select Settings > Advanced and click Show All Components in the Components
Panel area.

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

Templates
Check out the list of all the objects supported by out-of-the-box components and pages in Community Builder-driven templates.
When we talk about supported objects in templates, we mean that you can use our out-of-the-box components on the object pages,
as detailed here.
API names are indicated in parentheses.

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Set Up and Manage Salesforce Communities Objects Supported by Out-of-the-Box Components and Pages
in Community Templates

• Headline • Navigation Menu • Create Record Button

• Record Banner • Object Home Page • Create Record Form
• Record Detail
• Record Information
Tabs
• Related Records

Account (Account)

Activity History (ActivityHistory)

Address (Address)

Approval History
(ProcessInstanceHistory)

Approval Process Work Item

(ProcessInstanceWorkItem)

Approval Step
(ProcessInstanceStep)

Asset (Asset)

Asset Relationship (Asset

Relationship)

Assigned Resource
(AssignedResource)

Associated Location
(AssociatedLocation)

Calendar (Calendar)

Campaign (Campaign)

Campaign Member
(CampaignMember)

Case (Case)

Channel Program
(ChannelProgram)

Channel Program Level

(ChannelProgramLevel)

Channel Program Member

(ChannelProgramMember)

Contact (Contact)

Contract (Contract)

Custom Objects

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Set Up and Manage Salesforce Communities Objects Supported by Out-of-the-Box Components and Pages
in Community Templates

• Headline • Navigation Menu • Create Record Button

• Record Banner • Object Home Page • Create Record Form
• Record Detail
• Record Information
Tabs
• Related Records

Dashboard (Dashboard)

Email Message (EmailMessage)

Entitlement (Entitlement)

Event (Event)

External Objects

Group (CollaborationGroup)

Lead (Lead)

Location (Location)

Maintenance Asset
(MaintenanceAsset)

Maintenance Plan
(MaintenancePlan)

Note (Note and

NoteAndAttachment)

Open Activity (OpenActivity)

Operating Hours
(OperatingHours)

Opportunity (Opportunity)

Opportunity Contact Role

(OpportunityContactRole)

Opportunity Product
(OpportunityLineItem)

Opportunity Team Member

(OpportunityTeamMember)

Order (Order)

Partner Fund Allocation

(PartnerFundAllocation)

Partner Fund Claim

(PartnerFundClaim)

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Set Up and Manage Salesforce Communities Objects Supported by Out-of-the-Box Components and Pages
in Community Templates

• Headline • Navigation Menu • Create Record Button

• Record Banner • Object Home Page • Create Record Form
• Record Detail
• Record Information
Tabs
• Related Records

Partner Fund Request

(PartnerFundRequest)

Partner Marketing Budget

(PartnerMarketingBudget)

Price Book (Pricebook2)

Price Book Entry

(PricebookEntry)

Product (Product2)

Product Consumed
(ProductConsumed)

Product Item (ProductItem)

Product Item Transaction

(ProductItemTransaction)

Product Request
(ProductRequest)

Product Request Line Item

(ProductRequestLineItem)

Product Required
(ProductRequired)

Product Transfer
(ProductTransfer)

Quote (Quote)

Quote Line Item

(QuoteLineItem)

Report (Report)

Resource Absence
(ResourceAbsence)

Resource Preference
(ResourcePreference)

Return Order (ReturnOrder)

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Set Up and Manage Salesforce Communities Objects Supported by Out-of-the-Box Components and Pages
in Community Templates

• Headline • Navigation Menu • Create Record Button

• Record Banner • Object Home Page • Create Record Form
• Record Detail
• Record Information
Tabs
• Related Records

Return Order Line Item

(ReturnOrderLineItem)

Service Appointment
(ServiceAppointments)

Service Crew (ServiceCrew)

Service Crew Member

(ServiceCrewMember)

Service Report (ServiceReport)

Service Resource
(ServiceResource)

Service Resource Capacity

(ServiceResourceCapacity)

Service Resource Skill

(ServiceResourceSkill)

Service Territory
(ServiceTerritory)

Service Territory Location

(ServiceTerritoryLocation)

Service Territory Member

(ServiceTerritoryMember)

Shipment (Shipment)

Skill Requirement
(SkillRequirement)

Shared Contacts
(AccountContactRelationship)

Task (Task)

Time Sheet (TimeSheet)

Time Sheet Entry

(TimeSheetEntry)

Time Slot (TimeSlot)

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Set Up and Manage Salesforce Communities Customer Service Community Setup Checklist

• Headline • Navigation Menu • Create Record Button

• Record Banner • Object Home Page • Create Record Form
• Record Detail
• Record Information
Tabs
• Related Records

User (User)

Work Order (WorkOrder)

Work Order Line Item

(WorkOrderLineItem)

Work Type (WorkType)

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

Customer Service Community Setup Checklist

Building a community is the result of research, mapping of goals, and defining your audience. At
EDITIONS
the same time, you must have all your ducks in a row so the actual implementation process is
seamless. You know your org best, but use this general checklist to help you organize what you Available in: Salesforce
need for a community using the Customer Service template. Classic (not available in all
Have you considered everything on these lists? orgs) and Lightning
Experience

Before you begin: Available in: Enterprise,

Performance, Unlimited,
Gather your branding assets: and Developer Editions
High-resolution image of your company logo
Color scheme (or an image to upload to automatically generate one)
Image to use as a header
Thumbnail images (385x385 pixels), if you’re using Featured Topics
In your internal Salesforce org:
Enable Salesforce Communities. Choose a unique URL that works for your business, because you can’t change it after it’s been set.
Set up email templates for any communication between the community and its members (welcome email, resetting password
email, and so on).
Enable any Service Cloud features you plan to use in the community, such as Salesforce Knowledge and Snap-ins Chat.
Review profiles and add permission sets as needed.
Set up Web-to-Case.
If you’re using Salesforce Knowledge:
Review your data categories.

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Set Up and Manage Salesforce Communities Migrate a Koa or Kokua Template Community to a New
Template

Enable feed tracking for your Knowledge article types.

As You’re Making Your Community:

In your internal Salesforce org:
Add members to your community.
Configure the Guest User Profile (access using Community Management or the Community Builder):
Give read and create permissions for the case object.
If using Salesforce Knowledge, give guests access to your data categories.
In Community Management or Community Workspaces:
Set up navigational topics and subtopics, and associate articles to each topic.
Set up featured topics and associated images.
Download the latest Salesforce Communities Management from the AppExchange.
Set up moderation criteria and rules.
Enable and set up reputation.
In Community Builder:
Customize your community to match your company’s branding.
Add standard and custom Lightning components to customize their design and content.

After Making Your Community

Set up an internal Chatter group for feedback, and invite people to take a test drive while the community is still in preview mode.
Incorporate their feedback, and then publish your community.
Seed the community with some initial content: welcome posts, groups, and relevant or fun articles.

Migrate a Koa or Kokua Template Community to a New Template

The Koa and Kokua templates are in phased retirement, and you can no longer use them to create communities. Salesforce supports
existing communities built with Koa and Kokua, but we recommend migrating to newer Lightning community templates. The new
Lightning communities provide richer support for Salesforce Knowledge and case management, and they also receive updates and new
features with each release.
Migration Options
Because your Koa and Kokua communities aren't using the latest Lightning technology, we recommend creating a new Lightning
community that reflects the most recent innovations and features.
If you choose to migrate your community by using the Change Template button from Workspaces > Administration, be aware that
the migrated version won’t reflect all the innovations made to the product.
To determine which Lightning template is right for your use case, check out Which Community Template Should I Use?. Also think about
what you envision for the future. If your use case is strictly a help forum, consider using the Customer Service community. Otherwise,
consider the Customer Account Portal as an option.

Note: Always test your community implementation first in a sandbox before publishing your new community. See Deploy a
Community from Sandbox to Production.

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Set Up and Manage Salesforce Communities Migrate a Koa or Kokua Template Community to a New
Template

Your Koa or Kokua community allows you to expose your Salesforce Knowledge implementation to the world while giving community
users the chance to file cases. The Customer Service template lets you do both, but it also lets you do other things, such as add Live
Agent capabilities or the potential for customers to edit their cases. If the Customer Service template’s extra features are more than you
need, you can remove community pages and components.
Filtering in Searches
Koa and Kokua searches allow community users to filter by article type and category. These filtering options are only available in the Koa
and Kokua templates. However, you can scope searches to specific topics and see all articles associated with that topic. You can also
look for search components created by trusted Salesforce partners and distributed via AppExchange.
Data Categories Versus Topics
Your Koa or Koa community used your Salesforce Knowledge setup and data categories to organize content for your community. The
Customer Service template also uses Salesforce Knowledge in the back end to organize content, but in the community, content is
organized using topics. You can map the articles in your data categories to topics in a community.
To map articles to topics automatically:
1. Select Community Workspaces > Content Targeting > Automatic Topic Assignment.
2. Enable Automatic Topic Assignment.
3. Map topics to data category groups and data categories. You can choose to add the topics to all existing articles existing and articles
added in the future.
Because data categories aren’t the primary content organization scheme in the Customer Service template, you can’t use the following
components.
• Article Type Filter
• Category Filter
• Category Navigation
• Expanded Category Navigation
• Featured Data Categories
• Featured Search
• Trending Articles
You can map your exact hierarchy from data categories to topics, up to eight levels of depth.
Data Category Permissions
Thoroughly check the data category permissions for all profiles accessing your newly built community. If you add new profiles and users
to your community, make sure that all the articles’ data categories are set to the right permissions for your users. In particular, check the
permission on the guest user profile for each community.
Viewing Articles
The Article Listview and Article Home components are only supported in the Koa and Kokua templates. Use the Top Articles by Topic
component for a list view in a Customer Service community. When you click a topic in the Top Articles by Topic component, you see
the topic detail page with a list of articles for that topic.
Left-Hand Navigation
Use custom themes to replicate the left-hand navigation scheme seen in the Koa and Kokua templates.
New URL
Your new community’s URL is different from your old Koa or Kokua URL. Give your customers a smooth transition from one to the next
by following these steps.
1. In your Koa or Kokua community, select Workspaces > Administration.

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

2. Click the pencil button to change the community’s URL.

3. Change the URL, and click Save.
4. In your new community, select Workspaces > Administration.
5. Click the pencil button to change the community’s URL.
6. Change the URL to match your old URL.
7. To handle bookmarked articles, consider rewriting your communities’ URLs.

Important: Change the URL only after testing that your new community works just as you want it to.

Which Components Can I Use with Each Template?

Lightning community templates, such as Customer Service and Partner Central, are each composed of pages, which in turn are made
up of customizable components. Consult this table to find out which templates each component can be used in, and when it became
available.

Tip: The Components panel in Community Builder lists all components that you can add to the page you’re editing.

Communities that are based on Salesforce Tabs + Visualforce don’t use Lightning components.

Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates to create
communities. Salesforce still supports existing communities that were built using Koa and Kokua. To create a community based
on Koa or Kokua, contact Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to replace
your existing Koa and Kokua communities. The latest Lightning community templates provide richer support for Knowledge and
case management.
.

Component Customer Partner Customer Help Center Build Your Available in

Service and Central Account Portal Own Versions
Lightning Bolt
Solutions
Article Content All versions

Ask Button All versions

Breadcrumb All versions

Calendar

Campaign All versions

Marketplace

Case Before Summer

Attachments ’171

1
This component is scheduled for retirement in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new communities
can’t use this component. Communities already using the component can still use it, but if you delete the component or the
page containing it, you can't use it again. Instead, use one of the generic record components and associate it with the case object.

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Component Customer Partner Customer Help Center Build Your Available in

Service and Central Account Portal Own Versions
Lightning Bolt
Solutions
Case Banner Before Summer
’171

Case Comments Before Summer

’171

Case Comments All versions

Publisher

Case Deflection Spring ’18 and

later

Case Detail Before Summer

’171

Case Feed From Summer ’15

until Summer ’171

Case Feed From Summer ’15

Publisher until Summer ’171

Case List Before Summer

’171

CMS Collection Winter ‘19 and

later

CMS Connect All versions

(HTML)

CMS Connect All versions

(JSON)

CMS Single Item Winter ‘19 and

on page 214 later

CMS Single Item Winter ‘19 and

(Detail) on page later
217

Community All versions

Calendars

Contact Support All versions

Button

Contact Support Winter ’16 and

& Ask Buttons2 later

2
Contact Support is included as part of the Contact Support & Ask Buttons component.

177
Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Component Customer Partner Customer Help Center Build Your Available in

Service and Central Account Portal Own Versions
Lightning Bolt
Solutions
Contact Support Spring ’18 and
Form later

Create Case Form All versions

Create Record Winter ’16 and

Button later

Create Record Winter ’16 and

Form later

Custom Lightning Winter ’16 and

Components later

Dashboard Winter ’16 and

later

Dashboard List Winter ’16 and

later

Engagement Winter ’17 and

later

Featured Topics Winter ’16 and

later

Featured Topics & All versions

Feeds

Feed Winter ’16 and

later

Feed Compact Winter ’16 and

later

Feed History Winter ’17 and

later

Feed Post & Summer ’15 and

Comments later

Feed Publisher Winter ’16 and

later

Files List Winter ’16 and

later

Flow Winter ’18 and

later

Follow Button Summer ’15 and

later

178
Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Component Customer Partner Customer Help Center Build Your Available in

Service and Central Account Portal Own Versions
Lightning Bolt
Solutions
Global Search Box All versions

Global Search All versions

Results

Group Winter ’16 and

later

Group Banner Winter ’16 and

later

Group Detail Winter ’16 and

later

Group Related Winter ’16 and

List later

Headline All versions

HTML Editor All versions

IoT Insights Winter ’19 and

later

Knowledgeable Summer ’15 and

People later

Language Winter ’16 and

Selector later

Lead Inbox Summer ’17 and

later

Libraries Winter ’18 and

later

Member Profile Winter ’18 and

and Settings later

Membership Winter ’17 and

later

Message Spring ’17 and

Notification later

Navigation Bar Before Winter ’16

New Message Spring ’17 and

Button later

179
Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Component Customer Partner Customer Help Center Build Your Available in

Service and Central Account Portal Own Versions
Lightning Bolt
Solutions
Path Winter ’16 and
later

Paused Flows All versions

Profile Header Before Winter ’183

Quip

Quip Docs
Related List

Recommendations Winter ’18 and

later

Recommendations Summer ’15 and

Carousel later

Record Banner Winter ’16 and

later

Record Winter ’16 and

Information Tabs later

Record List Winter ’16 and

later

Record Related Winter ’16 and

List later

Related Articles Summer ’16 and

List later

Related Questions Summer ’16 and

List later

Related List - Winter ‘19 and

Single later

Related Topics Spring ’15 and

List later

Report Chart Winter ’16 and

later

Report List Winter ’16 and

later

3
User Profile Menu replaces Profile Header in Lightning templates based on Winter ’18 and later versions of Lightning templates.

180
Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Component Customer Partner Customer Help Center Build Your Available in

Service and Central Account Portal Own Versions
Lightning Bolt
Solutions
Report Summary Winter ’16 and
later

Reputation Spring ’15 and

Leaderboard later

Rich Content Winter ’16 and

Editor later

Scroll To All versions

Search & Post All versions

Publisher

Search Results All versions

Set Case Status All versions

Button

Snap-Ins Chat Summer ’17 and

later

Stream Detail Winter ’18 and

later

Stream List Winter ’18 and

later

Survey Winter ’18 and

later

Tabs Winter ’16 and

later

Tile Menu (Beta) All versions

Top Article by Winter ’16 and

Topic later

Topic Catalog Spring ’16 and

later

Topic Description Spring ’16 and

later

Topic Metrics Winter ’16 and

later

Topics Winter ’19 and

later

181
Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Component Customer Partner Customer Help Center Build Your Available in

Service and Central Account Portal Own Versions
Lightning Bolt
Solutions
Totals Winter ’16 and
later

Trending Articles Winter ’17 and

by Topic later

Trending Topics Spring ’15 and

later

Unanswered Winter ’16 and

Questions later

User Profile Spring ’16 and

later

User Profile Detail Winter ’16 only

User Profile All versions

Image

User Profile Winter ’16 and

Knowledgeable later
About

User Profile Menu Winter ’18 and

later3

User Profile Spring ’16 and

Related List later

User Profile Stats Spring ’15 and

Summer ’15

User Profile All versions

Summary

User Profile Tabs Spring ’15 and

later

User Settings Spring ’15 and

later

Visualforce Page Spring ’17 and

Component later

Wave Dashboard Summer ’17 and

later

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Login Components
Component Available in Versions
Employee Login Link All versions

Forgot Password All versions

Login Form All versions

Self-Registration All versions

Social Login All versions

SEE ALSO:
Getting Started with the Aloha Community Template for Salesforce Identity

Components for Use with the Koa and Kokua Community Templates
Find out which components you can use with the Koa and Kokua self-service community templates.

Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates to create
communities. Salesforce still supports existing communities that were built using Koa and Kokua. To create a community based
on Koa or Kokua, contact Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to replace
your existing Koa and Kokua communities. The latest Lightning community templates provide richer support for Knowledge and
case management.

Component Koa Kokua Available in Versions

Article List All versions

Article Type Filter All versions

Article Content All versions

Back Button All versions

Case Attachments All versions

Case Banner All versions

Case Comments All versions

Case Comments Publisher All versions

Case Detail All versions

Case Feed Summer ’15 and later

Case Feed Publisher Summer ’15 and later

Case List All versions

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Component Koa Kokua Available in Versions

Category Filter All versions

Category Navigation All versions

Contact Support & Ask Buttons All versions

Create Case Form All versions

Expanded Category Navigation All versions

Featured Data Categories All versions

Featured Search All versions

Feed Post & Comments Summer ’15 and later

HTML Editor All versions

Language Selector Winter ’16 and later

Profile Header All versions

Rich Content Editor Winter ’16 and later

Search All versions

Set Case Status Button All versions

Toggle Button All versions

Trending Articles All versions

User Profile Image All versions

User Profile Summary All versions

User Profile Summary & Image Winter ’16 and later

CUSTOM COMPONENTS

Custom Lightning Components Winter ’16 and later

Account Management
Channel managers can delegate partner users to help manage accounts. Using the Members tab, delegated account managers can
activate and deactivate accounts and reset a member’s password. They can also manage branding assets that channel managers can
use to create co-branded emails, marketing campaigns, and websites.
Partner users who have been granted delegated external user administration rights can access Account Management from their
community. From Account Management, they can manage members of their partner account from the Members tab.

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Partner users who have been granted delegated external user administration can create and edit account brands from the Branding
tab.

Note: Add the Account Brand and Community Members related lists to Accounts, so partners can access member and brand
information.
1. Select the Account Management component in the page you’re configuring.
2. Click the tab that you would like to configure.
3. To view the component properties, select the Properties pane:

Property Details
Parent Record ID {!CurrentUser.accountId}

Related List Name Name of the related list displayed.

List Elements to Show • Breadcrumbs

• Custom Title
• Row Numbers
• Refresh

Account Id {!CurrentUser.accountId}

Example: Account Management component in Community Builder

Activity Timeline
Track your open activities and activity history and view them from a record information tab in your community.
The activity timeline is supported for accounts, campaigns, contacts, contracts, leads, opportunities, orders, quotes, and activity-enabled
custom objects.
1. Select the Activities component in the page you’re configuring.
2. In the property editor, configure properties for the component:

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Property Details
RecordId The ID of the record. This value is automatically populated.

Example:

Article List
The Article List component lets users view articles that result from a search or from filtering without needing to leave the page.
The list includes the name and the type of article, its most current revision date, as well as how many views it’s received. The list of articles
can be filtered using the Article Type Filter component. The component also includes a breadcrumb component with navigation links,
and a button that controls the appearance of the right menu for tablets and mobile display.
1. Select the Article List component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Category Name The top-level category that contains the subcategories for articles is automatically set using
an expression that uses the top-level category you specified in the template’s Custom
Properties.

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Property Details
Page Size Enter the number of articles per page of the list. The default is 25.

Article Type Specify the type of article to appear in the list.

Search Term Leave this field blank. It’s the field in which users type their search queries.

Example: Sample Article List component:

SEE ALSO:
Which Components Can I Use with Each Template?

Article Type Filter

The Article Type Filter component lets users filter the article list based on the selected article type after they’ve viewed search results.
An article's type determines the type of content it contains, its appearance, and which users can access it.
1. Select the Article Type Filter component in the page you’re configuring.
There are no properties to set for this component.

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Example: Sample Article Type Filter:

SEE ALSO:
Which Components Can I Use with Each Template?

Article Content
The Article Content component lets users view and vote on an individual article after they've selected it from search results.

Note: Before Spring ‘16, this component was named Single Article View.

The article’s title, latest revision date, and article type appear with the body of the article.

Note: When a user views an article that’s been returned from a Web search, the navigation breadcrumbs show the path to the
first category associated with the article.
If you enable article voting for this component, authenticated users see a prompt to vote below each article. Users can give articles a
thumbs up or thumbs down vote. If your org uses star rating on articles, thumbs up votes are recorded as five stars and thumbs down
votes are recorded as one star. Article voting is available in the Winter ‘16 and later versions of community templates.
When a user votes on an article, a confirmation message appears next to their vote. The user can return to the article later to view their
vote, but can’t change it or see voting data from other community members. You can view an article’s voting data at the top of the
article in your organization.

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1. Select the Article Content component in the page you’re configuring.

2. In the property editor, configure properties for the component:

Property Details
Record Id This value is retrieved when the individual article is selected.

URL Name This value is retrieved when the individual article is selected.

Show title in the Select this option to show the title in the article’s header.
article header

Allow voting on Select this option to let users vote on articles. This option is not selected by default. This
articles functionality is available only in the Winter ’16 and later versions of community templates.

Show topics Select this option to show topics associated with an article.

Example: Sample Article Content component:

SEE ALSO:
Which Components Can I Use with Each Template?

Articles with This Topic

The Articles With This Topic component is used on the Topic Detail page in communities built using the Customer Service template. It
shows articles that have been tagged with the topic in question.
1. Select the Articles With This Topic component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Topic ID The system supplies this value, and populates the component with articles specific to the
topic shown on the topic detail page.

Title Enter text for the title. The default text is Articles With This Topic.

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Property Details
Show Title Show the title by checking this box.

Number of Articles Select the number of articles you’d like to show at a time. The default number is 10.

Note: In order for articles to populate this component, the community language and article language must match.

Example: Sample Articles With This Topic component:

SEE ALSO:
Which Components Can I Use with Each Template?

Ask Button
The Ask Button component lets users click a button and ask a question that is published to the community. Guest users must log in to
ask questions and participate in discussions.

Note: Before Spring ’16, this component was named Ask the Community.

The Customer Service template pages come with two Ask Button components: one at the top of the page, and one at the bottom. The
two aren’t linked, so you can also remove one button or use different text for each button.
1. Select the Ask Button component in the page you’re configuring.

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2. In the property editor, configure properties for the component:

Property Details
Button Label Enter the text you’d like to display on the Ask Button. The default text is Ask a Question.

Show topics Select to show the Add Topic field below the Details section of a question (1).

Show details Select to show the Details section expanded when the Ask dialog opens (2). Clear the check
box if you want the Details section to be collapsed by default. Members can still expand the
Details section by clicking the arrow next to the Details label.

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Example: Sample Ask Button component:

SEE ALSO:
Which Components Can I Use with Each Template?

Back Button
The Back Button component displays a button that lets users navigate to the previous context.
1. Select the Back Button component in the page you’re configuring.
There are no properties to set for this component.

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Example: Sample Back Button component:

SEE ALSO:
Which Components Can I Use with Each Template?

Breadcrumb
Use the Breadcrumb component in the Customer Service template on topic, article, or feed detail pages to let your customers easily
navigate back to parent or grandparent topics.
1. Select the Breadcrumb component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Unique Name or ID Use {!topicID} on topic pages, {!feedItemID} on question or feed item pages,
and {!urlName} on article pages.

Note: While topics reside in a fixed hierarchy, articles and feeds can be assigned to multiple topics at once. When an article
or feed is assigned to a multiple of topic hierarchies, the Breadcrumb component shows topics that are the most discussed in
a community.

SEE ALSO:
Which Components Can I Use with Each Template?

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Campaign Marketplace
With Campaign Marketplace, you can provide the structure and guidance necessary for partners to successfully execute campaigns.
Channel marketers can create and share marketing campaigns, guidelines, and assets with partners. Partners can then choose which
campaigns work best for them.
Configure Campaign Marketplace to display pre-approved campaigns for partners. This feature is available in Lightning communities
and Lightning Bolt solutions.
1. Select the Campaign Marketplace component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
List View Name This field looks up to the list view of campaigns created by the admin.

Sort By This field establishes how campaign tiles are categorized.

Sort Order This field establishes the order that campaign tiles appear in.

Header Label The label that appears at the top of the campaign marketplace.

Show Image Select this option to display the Image field on a campaign.

Highlight This designates the field to highlight in the campaign marketplace.

Highlight Color Select a color to highlight your campaigns with.

Category Field This field appears at the top of each campaign tile. Add a category field to callout important
information about a campaign.

Title Field The title of the campaign.

Body Field Information displayed in the body of the campaign tile.

Data Fields Add data fields to call out additional important information about a campaign. The data
fields appear at the bottom of the campaign tile.

Example: Organize marketing campaigns with the Campaign Marketplace.

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Add 1) highlights and 2) data fields to call out additional information about a campaign.

Case Attachments
The Case Attachments component lets users view a list of all attachments associated with a case.

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Note: This component is scheduled for retirement in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new
communities can’t use this component. Communities already using the component can still use it, but if you delete the component
or the page containing it, you can't use it again. Instead, use one of the generic record components and associate it with the case
object.
Mobile device users can expand and collapse the list of attachments when they are looking at the details of their case.

Note:
• You can’t attach a file to a case while in Preview mode in Community Builder. When the community is published, you can
attach files to cases.
• For users to see case attachments, the Case page layout and case record types for their profile must include the Attachments
related list.

1. Select the Case Attachments component in the page you’re configuring.

2. In the property editor, configure properties for the component:

Property Details
Case ID Leave the default query string for the unless you plan to customize the component and add
your own query string. The system uses the query string in this field to return the Case ID.

Example: Sample Case Attachments component:

SEE ALSO:
Which Components Can I Use with Each Template?

Case Banner
The Case Banner component lets users see a case’s status, case ID, and other summary information.

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Note: This component is scheduled for retirement in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new
communities can’t use this component. Communities already using the component can still use it, but if you delete the component
or the page containing it, you can't use it again. Instead, use one of the generic record components and associate it with the case
object.
1. Select the Case Banner component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Case ID Leave the default query string for the unless you plan to customize the component and add
your own query string. The system uses the query string in this field to return the Case ID.

Note: Before Spring ‘16, this component was named Case Highlights.

Example: Sample Case Banner component:

SEE ALSO:
Which Components Can I Use with Each Template?

Case Comments
The Case Comments component shows a list of all the comments that a customer and an agent have added to the case.

Note: This component is scheduled for retirement in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new
communities can’t use this component. Communities already using the component can still use it, but if you delete the component
or the page containing it, you can't use it again. Instead, use one of the generic record components and associate it with the case
object.
If an attachment has been uploaded with a comment it is shown separately in the Attachments component.

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Note: For users to see case comments, the Case page layout and case record types for their profile must include the Case Comments
related list.
1. Select the Case Comments component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Case ID Leave the default query string for the unless you plan to customize the component and add
your own query string. The system uses the query string in this field to return the Case ID.

Example: Sample Case Comments component:

SEE ALSO:
Which Components Can I Use with Each Template?

Case Deflection
The Case Deflection component searches text as it’s being entered into the Contact Support Form component, and displays articles or
discussions based on the typed text. If users don’t see an answer, they can continue to contact support for help.
If you built your community before Spring `18, you could be using the Create Case Form component. A revamped version, ushered in
with Spring `18, has split the component into two: the Contact Support Form and the Case Deflection components. We recommend
you update your existing community to use the new components, as future updates and improvements will be made on Contact Support
Form and Case Deflection. Moreover, the new components allow you to use the Case Deflection Dashboard to verify the efficacy of your
community’s case deflection. Check out this topic if you want to migrate to the new components.
1. Select the Case Deflection component in the page you’re configuring.

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2. In the property editor, configure properties for the component:

Property Details
General Settings Click to expand.

Title Text that displays above suggested articles and discussions. The default is Need Answers
Fast?.

Subtitle Subtitle displayed above suggested articles and discussions. The default is Find what you
need here..

Maximum Suggestions to Maximum suggested articles and discussions to display. The default is 6.
Display

Empty State Content Click to expand.

Topic ID Use the dropdown menu to set a specific topic to show before community users start entering
text in the Contact Support Form component. If you leave this field empty, the component
displays trending topics.

Content Types Click to expand.

Articles Select to include articles in suggestions.

Discussions Select to include discussions in suggestions.

Deflection Metrics Click to expand. Data gathered in this section can be viewed in the Case Deflection Dashboard,
available as part of the Salesforce Community Management Package, available on the
AppExchange.

Ask users if they’re Users decide whether the suggested articles and discussions helped solve their case.
satisfied with the
suggested content

Satisfaction Prompt Prompt asking users if they’re satisfied with suggestions. Default text is: Did the content
help solve your issue?

Ask follow-up prompt If users answer the first question, you have the option of asking a follow-up question.

Follow-Up Prompt Default text is: Stop creating your case?

Redirect URL for The URL of the site you’d like your users to see if they abandon their case.
Abandoned Cases

Confirmation Message Default text is: Got it!

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Example: Sample Case Deflection component:

Case Comments Publisher

Use the Case Comments Publisher component to let customers and agents collaborate using comments on cases. Your customers can
open cases, post comments, upload attachments, and check the status of their cases from any of their devices.

Note: Before Spring ‘16, this component was named Case Publisher.

The component provides a chronological, filterable list of comments your customers and agents have had within the context of a case.
It includes case activities, internal and external comments, attachments, and status changes. When authenticated users add a comment
to a case, they can add a file to the case as an attachment. So when a customer creates a case using a mobile phone, they can take a
picture with their phone’s camera and attach it to the case.
By default, users can attach any supported file type that is 5 MB or less. You can restrict the types of files that users can upload by changing
the default values for content types on the Library tab.
1. Select the Case Comments Publisher component in the page you’re configuring.
2. To configure properties for the component, select the Properties pane:

Property Details
Case ID Leave the default query string for the unless you plan to customize the component and add
your own query string. The system uses the query string in this field to return the Case ID.

Publisher Placeholder Enter the text that appears in the search bar. The default value is Write a new comment....
Text

Mobile Header Text Enter the text that appears as the header for mobile users. Mobile and tablet see the text as
the header for the comment text area.

Can Attach Files Lets users attach a file to the comment.

Post Button Label Enter the text for the button that submits the case or comment.

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Example: Sample Case Comments Publisher component:

SEE ALSO:
Which Components Can I Use with Each Template?

Case Detail
The Case Detail component lets users see all of the details of their case in a collapsible section.
1. Select the Case Detail component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Note: This component is scheduled for retirement in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new
communities can’t use this component. Communities already using the component can still use it, but if you delete the
component or the page containing it, you can't use it again. Instead, use one of the generic record components and associate
it with the case object.

Property Details
Case ID Leave the default query string for the unless you plan to customize the component and add
your own query string. The system uses the query string in this field to return the Case ID.

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Example: Sample Case Detail component:

SEE ALSO:
Which Components Can I Use with Each Template?

Case Feed
The Case Feed component shows a Chatter feed of all case interactions, including Chatter posts, case emails, questions related to the
case, and attachments.

Note: This component is scheduled for retirement in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new
communities can’t use this component. Communities already using the component can still use it, but if you delete the component
or the page containing it, you can't use it again. Instead, use one of the generic record components and associate it with the case
object.
Comments and attachments on posts appear inline below the post for desktop and tablet users, and attachments are also shown
separately in the Attachments component.

Important: Make sure to enable the community case feed so users see supported case interactions in their feed. For details, see
Set Up the Community Case Feed.
1. Select the Case Feed component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Case ID Enter this value: {!recordId}

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Example: Sample Case Feed component:

SEE ALSO:
Which Components Can I Use with Each Template?

Case Feed Publisher

The Case Feed Publisher component lets customers create Chatter posts on cases and upload attachments from any of their devices.

Note: This component is scheduled for retirement in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new
communities can’t use this component. Communities already using the component can still use it, but if you delete the component
or the page containing it, you can't use it again. Instead, use one of the generic record components and associate it with the case
object.
Attachments are shown in the Attachments component. By default, users can attach any supported file type that is 2 GB or less.

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Important:
• Make sure to enable the community case feed so users see supported case interactions in their feed. For details, see Set Up
the Community Case Feed.
• If an agent posts on a customer’s case within a community built using the Customer Service template, the post is only visible
to other internal users. To ensure that customers see agent posts, agents should use the Community action in the console.

1. Select the Case Feed Publisher component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Case ID Enter this value: {!recordId}

Publisher Placeholder Text Text that appears in the search bar. The default value is Write a
new post....

Mobile Header Text Text that appears as the header for mobile users. Mobile and
tablet users see the text as the header for the post text area.

Can Attach Files Lets users attach a file to the post.

Post Button Label Text for the button that submits the post.

Note: Before Spring ‘16, this component was named Case Chatter Publisher.

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Example: Sample Case Feed Publisher component:

SEE ALSO:
Which Components Can I Use with Each Template?

Case List
The Case List component displays a list of the user’s cases. Only authenticated users can see a list of the cases that they’ve created.

Note: This component is scheduled for retirement in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new
communities can’t use this component. Communities already using the component can still use it, but if you delete the component
or the page containing it, you can't use it again. Instead, use one of the generic record components and associate it with the case
object.
You can select the fields to display by editing the Cases list view.

Note: The name of the first column in Case List displays as the case title on mobile devices. We recommend using Subject
as the first column so mobile users can easily scan their cases. To change the column order in the Case List component, edit the
case list view that your organization has assigned to it. By default, the Case List component uses the All Open Cases list view from
Salesforce.
1. Select the Case List component in the page you’re configuring.
2. In the property editor, configure properties for the component:

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Property Details
Case Filter Name or ID Enter the name of the list view that displays cases.

Note: By default, the template uses the AllOpenCases view, which lets users view any
open cases that they have permission to see. Configure sharing to ensure that users
see only cases that belong to them. Alternatively, you can use another pre-defined list
view or create a custom list view.

Header Title Enter the text for the label that appears at the top of the list of cases. The default for this field
is My Cases.

Create Case Label Enter the text you’d like to display on the button that users can click to create a case. The
default text is Create Case.

Note: Before Spring ‘16, this component was named My Cases.

Example: Sample Case List component:

SEE ALSO:
Which Components Can I Use with Each Template?

Category Filter
The Category Filter component lets users filter the article list based on selected data categories so that they can see articles from those
categories only.
Users can filter the Article View by selecting one or more data categories.
1. Select the Category Filter component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Category Name The top-level category that contains the subcategories for articles is automatically set using
an expression that uses the top-level category you specified in the template’s Custom
Properties.

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Example: Sample Category Filter component:

SEE ALSO:
Which Components Can I Use with Each Template?

Category Navigation
The Category Navigation component shows a list of child categories for a selected parent category.
Users can click the child category to view the articles that are associated with it. For long lists of categories, users can view all of the
categories and collapse the list to show fewer categories.
1. Select the Category Navigation component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Category Name The top-level category that contains the subcategories for articles is automatically set using
an expression that uses the top-level category you specified in the template’s Custom
Properties.

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Property Details
Auto-Collapse Select the checkbox to have the category navigation component collapse automatically after
a category is selected.

Example: Sample Category Navigation component:

SEE ALSO:
Which Components Can I Use with Each Template?

CMS Collection (Beta)

The CMS Collection component displays JSON content from a content management system (CMS).
USER PERMISSIONS
The CMS Collection component can be added to a page multiple times and can use collection
sources from native content or Salesforce CRM. You can add the CMS Collection component to To create, customize, or
pages before creating your first collection, but until a collection is associated with the component publish a community:
• Create and Set Up
you won’t have access to the layout options. You can create collections of content in Content
Communities AND View
Management Setup and Configuration
1. Add a CMS Collection component to your page.

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2. Click the component (1) to open the options menu. Then click + Add Content (2) to select an available collection.

3. Choose a collection from your library and click Save.

4. Now that you have some content feeding into the component, you have layout options to work with.

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There are two levels of layout. Collection Layout determines how the individual content items are displayed on the page within
the component. (As a 3x3 grid or as a carousel, for instance.) The Content Layout options control how the content from an individual
item is displayed within its box in the collection layout.

5. First choose how the collection displays by selecting and adjusting the Collection Layout options.

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To see these layouts in action, preview your community.

6. Now choose the Content Layout. Most of the options will feel familiar. For instance, you have several content layout options such
as Card, Banner, or Tile.

When using a Salesforce CRM collection, the fields from the objects are mapped into the content fields, such as Title and Image.
Communities makes its best guess for you, but you can remap the fields to populate your component differently. Click Change
Content Mapping (1) and then choose the field to use from the dropdown, which displays the available object fields you can use.
Click Save (2) to apply the changes.

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For Salesforce CRM content, the optional View links to the record detail page for the content item associated with the button. For
native content it links to the News Detail page, which can be configured separately.

SEE ALSO:
Which Components Can I Use with Each Template?

CMS Connect (HTML)

The CMS Connect (HTML) component lets you display HTML content from a content management system (CMS). After setting up a
connection in your CMS Connect workspace, drag a CMS Connect component on a page to render content from that connection.
Before using the CMS Connect (HTML) component, set up a connection on page 477 in your CMS Connect workspace. Then choose Use
in Builder for the connection you want to use.

1. From the Component panel in Community Builder, drag a CMS Connect component to the page and location where you want to
display it.
2. Select the component. In the property editor, configure its properties.

Property Details
CMS Source Select the CMS source that contains the content to display. If no sources are listed, click
Manage Connections to set one up.

Component Path Enter the path to the component to display. If the connection has a root path, enter only the
component part of the path. For example, if you entered content/capricorn for the

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Property Details
root path, enter only banner1 for the component path. If your connection doesn’t have a
root path, enter the full path for the component.

CMS Connect (JSON)

The CMS Connect (JSON) component displays JSON content from a content management system (CMS).
Before using the CMS Connect (JSON) component, set up a connection on page 477 in your CMS Connect workspace. The connection
includes the server URL and paths to your JSON information. It also defines content lists and content items that you want to display.
Then choose Use in Builder for the connection you want to use.

1. In Community Builder, drag a CMS Connect (JSON) component from the Components panel to the location on the page where you
want to display it.
2. Using the property editor, configure the component’s properties.

Property Details
CMS Source Select the CMS source containing the content that you want to display. If no sources are listed,
go to your CMS Connect workspace and define content items and content lists for the
connection.

JSON Content Select the JSON content. Choose from the content items and content lists that you set up in
the connection. In the property editor, the fields that you see depend on what you select. For
example, if you select a content list, you see the layout options for a list.

Component Path Applies only for content items. Enter the path to the component to display. For example, enter
the ID of a blog.

Content List Layout Choose a layout for your content list. Currently, the only option is Grid. Define the grid layout
using the Items Per Page and Columns properties.

Content List Item Choose a layout for items in your content list. Currently, the only option is Card. To specify
Layout card properties (Title, Author, and so on), enter a JSON expression or value. For example, enter
@key, 6, or {!id}.

Content Item Layout Choose a layout for your content item. Currently, the only option is Detail. To specify detail
properties (Title, Author, and so on), enter a JSON expression or value.

Items Per Page Enter the number of content items that display on each page.

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Property Details
Columns Enter the number of columns of content items that display on desktops and tablets. Phones
display content items in a single column.

Title Enter a JSON expression or text for the title, such as @title.

Author Enter a JSON expression or text for the author, such as @author/name.

Published On Enter a JSON expression or text in ISO format for the publish date. For example, @date or
YYYY-MM-DDTHH:mm:ss.sssZ.

Body Enter a JSON expression or text for the content body, such as @content.

Image Source Enter a JSON expression for the image source of the content item, such as
@featured_image.

Navigation section Set up the navigation link for content items in your content list.

Link Text Enter the link text to display on your community page. The default is Read More.

Type Select whether the link points to a generated page or an external URL with the content items
in your content list.

Page Displays the name of the generated detail page. The default name reflects the CMS source
and content type name for your connection. To change the default name, URL, or layout of
this page, change the page properties using the Pages menu.

URL Enter the fully qualified URL to the content.

Note: You can also specify JSON expressions, such as @link.

SEE ALSO:
Reuse Content with CMS Connect JSON
Add CMS Connect (JSON) Components to Your Community Pages
Example: Connect JSON Content to Your Community

CMS Single Item (Beta)

The CMS Single Item component displays native content items created and maintained in Content
USER PERMISSIONS
Management.
Before using the CMS Single Item component, create native content in CMS for Community Cloud. To create, customize, or
You can add the component to your site without a content source but will be unable to configure publish a community:
• Create and Set Up
it until you have linked it to content.
Communities AND View
Note: You can only add native content that has been published from the native content Setup and Configuration
form. If you have a published piece of content and also have a draft version, the latest
published version is what is available to select.
1. Open Community Builder.
2. Select and drag the CMS Single Item component to your page.

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3. Click the component (1) to open the options menu. Then click + Add Content (2) to select a piece of available native content as
your source.

4. From the available content (native content that has been published), select the source (1) and click Save (2).

5. The content populates the component and now you can choose how to lay out its contents by expanding Content Layout.

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6. There are many familiar layout options for font size, image position, and overlays. There are also a few that may not be as familiar.

You can choose the overall configuration of the content by selecting one of the main layouts, each of which has its own options.
For instance, you can choose to overlay the excerpt you created in the native content form. You can also add a button, with an
editable label, that opens the full piece of content on the News Detail page when clicked.
Tile and Card layouts have similar options, but use the native content fields a little differently. You may have noticed there is no
viewing button available for these layouts. For these layouts, the title text of the content becomes a link to the detail page automatically.

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7. If the News Details page has already been configured, publish your community to make the changes live.

SEE ALSO:
Which Components Can I Use with Each Template?

CMS Single Item (Detail) (Beta)

The CMS Single Item (Detail) component supports CMS for Communities as the common detail
USER PERMISSIONS
component for material displayed by all CMS Single Item components.
CMS Single Item (Detail) can only be added to the News Detail page. To create, customize, or
publish a community:
1. From the Pages menu, select News Detail. • Create and Set Up
Communities AND View
Setup and Configuration

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2. Select the CMS Single Item (Detail) (1) component to open its options menu (2).

The CMS Single Item (Detail) options allow you to expose or hide various fields from the native content form. In addition, you can
choose to style the content to meet your needs and guidelines.
The CMS Single Item (Detail) component is a general container for all native content and can only be used on the News Detail page.
You can adjust the layout and content of the News Detail page as you do other pages in your community.

SEE ALSO:
Which Components Can I Use with Each Template?

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Community Calendars
View your events and others’ calendars from your Lightning community on your desktop or mobile device.
Your admin can configure the calendar to display details in the side panel of the calendar component or they can hide the sidebar.
Calendar sidebars are turned on by default and display your “My Events” calendar and other users’ calendars that have been shared with
you. If your calendar is set up to display the side panel, you can collapse it if you need more space.

Note: The option to hide or open the side panel in the Communities Calendar is only available in calendars that have been
configured to Show Calendar Sidebar.
You can share your My Events calendars with other team members and add their calendars to your view. If you want to change one of
your events, simply drag it to a new time slot.
1. Select the Calendar component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Show Calendar Sidebar Select this option to display the calendar sidebar by default. To work with this item, use the
full Salesforce site.

Show Other Calendars Select this option to display calendars that have been added to the user's calendar view. To
work with this item, use the full Salesforce site.

Let Users Create New Turn on this option to create a new calendar. To work with this item, use the full Salesforce
Calendars site.

Example:

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Contact Support Button

The Contact Support Button component adds a button to the page that lets users click a button to create a case. When you enable
Web-to-Case and set up a guest user case publishing action, guest users aren’t required to log in before creating a case.

Note: Guest users can’t attach files when creating a case.

1. Select the Contact Support Button component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Button Label The text you’d like to display on the button that users can click to create a case. The default
text is Contact Support.

Example: Sample Contact Support Button component:

Contact Support & Ask Buttons

The Contact Support & Ask Buttons component adds two buttons to the page: one that lets users click a button to create a case, and
another that allows members ask a question and publish it to the community. When you enable Web-to-Case and set up a guest user
case publishing action, guest users aren’t required to log in before creating a case. All members must be logged in to ask the community
a question.

Note: Before Spring ‘16, this component was named Call to Action.

When you enable Web-to-Case and set up a guest user case publishing action, guest users aren’t required to log in before creating a
case.

Note: Guest users can’t attach files when creating a case.

1. Select the Contact Support & Ask Buttons component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Header Label The text you’d like to display at the top of the component.

Ask Community Label The text you’d like to display on the button that members can click to ask a question from
the community. The default text is Ask a Question.

Contact Support Label The text you’d like to display on the button that users can click to create a case. The default
text is Contact Support.

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Example: Sample Contact Support & Ask Buttons component:

SEE ALSO:
Which Components Can I Use with Each Template?

Contact Support Form

The Contact Support Form allows guest and authenticated users to create cases from a community. It works in conjunction with the
Case Deflection component to help community members find articles and discussions to answer questions as text is being entered into
the form.
If you built your community before Spring `18, you could be using the Create Case Form component. A revamped version, ushered in
with Spring `18, has split the component into two: the Contact Support Form and the Case Deflection components. We recommend
you update your existing community to use the new components, as future updates and improvements will be made on Contact Support
Form and Case Deflection. Moreover, the new components allow you to use the Case Deflection Dashboard to verify the efficacy of your
community’s case deflection.
Check out this topic if you want to migrate to the new components.

Note: When you configure the case page layout for your community, specify that some fields are required. Adding required fields
to the layout ensures that customers don’t accidentally submit cases with empty fields.
1. Select the Case Deflection component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
General Settings Click to expand the section with general setting properties.

Title Text that displays at the top of the form customers use to create a case. The default is Contact
Customer Support.

Subtitle Subtitle at the top of the form customers use to create a case. The default is Tell us how we
can help.

Authenticated Users Click to expand.

Global Action A global action that allows users to create cases. The global action must be a Create a Record
type, and on the case object.

Configure global Link to the area in Salesforce Setup where you can create global actions.
actions for
authenticated users

Attach files Select to allow users to attach files to their cases. They can upload up to 10 files.

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Property Details
File Upload Button Label for the button to allow customers to upload files. Default text is Upload File.
Label

Guest Users Click to expand.

Global Action A global action that allows guest users to create cases. The global action must be a Create a
Record type, and on the case object.

Configure global Link to the area in Salesforce Setup where you can configure global actions for guest users.
actions for guest
users

Confirmation Text Click to expand.

Confirmation Title The title at the top of the page confirming that a case was created. Default text is Your case
was created.

Confirmation Subtitle More information under the confirmation title, after a case was created. Default text is We’ll
get back to you soon.

Case Summary Shows the case subject and case number for the user’s future reference.

Show Call to Action Select this option to have folks take a follow-up action after filing a case.
button

Call to Action The URL of the site you’d like your users to see after filing a case.

Call to Action Text Call to action text label, based on what you’d like your users to do.

Call to Action Button Text label for the call to action button.
Text

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Example: Sample Contact Support Form component:

Create Case Form

The Create Case Form component searches text as it’s being entered into a case and displays articles based on the typed text. If users
don’t see an answer, they can contact support for help. You can also protect your community from spammers by adding a reCAPTCHA
widget that guest users must complete before they create a case.
Before Spring ‘16, this component was named Case Creation.

Note: When you configure the case page layout for your community, specify that some fields are required. Adding required fields
to the layout ensures that customers don’t accidentally submit cases with empty fields.
1. Select the Create Case Form component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
General Settings Click to expand the section with general setting properties.

Attach Files Lets authenticated users attach a file to the comment in the case. Your organization’s settings
control the limits for file sizes. If you enable Web-to-Case to let guest users create cases, keep
in mind that guest users can’t attach files to a case.

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Property Details
Header Title Text that displays at the top of the page customers use to create a case. The default is Email
Customer Support.

Confirmation Message Text that appears as the title of the message confirming that the case has been created. The
Title default is: Your request was submitted successfully.

Confirmation Message Text that appears as the body of the message confirming that the case has been created. For
Description example, You’ll hear back from us soon.

Actions in the Publisher Click to expand the section with action properties.

Signed-In User Case The name of the action that creates cases for authenticated users. Use the action layout editor
Action for the case object in Salesforce setup to specify which fields to include in the layout. The
NewCase action is a default in your Salesforce org.

Guest User Case Action The name of the action that creates cases for unauthenticated users. Use the action layout
editor for the case object in Salesforce setup to specify which fields to include in the layout.

Case Deflection Click to expand the section with case deflection properties.

Use Case Text to Uses the text users type in the case title and description fields to suggest articles in the
Suggest Articles deflection area of the page. Article deflection appears only when you’ve implemented
Salesforce Knowledge in your org.

Number of Articles Number of articles that display in the component.

Top-Level Category Top-level data category for template-driven communities using data categories. This is the
data category that articles used for deflection come from.

Category Group name for article Data category group name for template-driven communities using data categories.
deflection

Deflection Banner Text Text that displays as the title of the deflection area of the page. The default is Need Answers
Fast?.

Deflection Text Text that displays as the subtitle in the deflection area of the page.

Mobile-Only Deflection Text that displays in the deflection area for users of mobile devices.
Text

reCAPTCHA Settings Click to expand the section with reCAPTCHA settings.

Important: Google no longer supports reCAPTCHA v1, which is the only version
currently available in communities. In order to use reCAPTCHA v2 and above in
communities, use a custom Lightning component.

reCAPTCHA for Guest Adds the reCAPTCHA widget to your page. The reCAPTCHA widget requires guest users to
Case Creation complete a text field successfully before they can create a case.

Secret Key for Enter the key that you received when you registered for the service.
reCAPTCHA

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Property Details
Site Key for reCAPTCHA Enter the key that you received when you registered for the service.

Note: Make sure that you thoroughly test the reCAPTCHA widget in your production
organization.

Example: Sample Create Case Form component:

SEE ALSO:
Which Components Can I Use with Each Template?

Migrate to the Contact Support Form and Case Deflection Components

If you built your community before Spring `18, you could be using the Create Case Form component. A revamped version, ushered in
with Spring `18, has split the component into two: the Contact Support Form and the Case Deflection components. We recommend
you update your existing community to use the new components, as future updates and improvements will be made on Contact Support
Form and Case Deflection. Moreover, the new components allow you to use the Case Deflection Dashboard to verify the efficacy of your
community’s case deflection.
Replace the Case Create Form component with the Contact Support Form and Case Deflection components using the following steps.

Note: Enable Web-to-Case in your org if it’s not already enabled.

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1. Create a new page variation you can use for case deflection. In the Customer Service, make a variation of the Contact Support page.
In the Customer Account Portal template, make a variation of the Contact Us page. We recommend the 2-column, 1:1 ratio layout.
2. Drag the Contact Support Form and Case Deflection components on the page. Configure the component properties.

Note: One of the properties on the Contact Support Form component is the global action used to create cases. Create new
global actions in Salesforce Setup. For a global action to be used in the Contact Support Form component, it must be a Create
a Record action type with the case object as the target.

3. Enable Guest Access to the Support API, and whitelist the global actions you want to use.
a. In Salesforce Setup, enter Sites in the Quick Find box and select Sites.
b. Select the Guest Access to the Support API checkbox to enable it.
c. Add your global actions to the Selected Quick Actions box.

d. Click Save.

4. Configure your community’s guest user profile. Disable access to object permissions for guest users.

Note: Your guest users could need object permissions for custom objects, or other functionality in your community. Test
your implementation so you have the best object permission configuration for your community.

Create Record Button

Use the Create Record Button component to allow community members to create records using global actions.
This component relies on the global actions defined in your org by the administrator. If you associate more than one action with this
button, it acts like a drop-down list. When a community member selects an action from the list, the Create Record page dynamically
loads the appropriate action layout for that action using the Create Record Form component.

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1. Add the Create Record Button component to a page or select it on the page you’re configuring. For example, you could add this
to the Home page to make it easy for community members to find.
2. Click Add Global Action to add an action to the Global Actions list.
3. Select each action and modify its type and public availability in the Global Action Properties section below.
• Select the global action type to be associated with each action in the Global Actions list.
• Select Publicly Accessible to make that action available for guest users in the community.

Example: Sample Create Record Button component on a community home page.

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Create Record Form

The Create Record Form component displays the action layout when a user clicks an action from the Create Record button.
When a community member clicks an action from the Create Record button in your community, they’re redirected to the Create Record
page, which uses the Create Record Form component to display the fields in the associated global action layout. The page and component
automatically pick up the global action layout defined in Setup based on the clicked action and the Action Name property is automatically
populated. No additional configuration is required.

Example: Sample Create Record Form component.

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Custom Lightning Components

Incorporate custom Lightning components in your community design in Community Builder.
EDITIONS
To use custom Lightning components in your community:
Available in: Salesforce
• Implement each component from the Developer Console as shown in this example:
Classic (not available in all
<aura:component orgs) and Lightning
implements="forceCommunity:availableForAllPageTypes" Experience
access="global">
Available in: Enterprise,
• To make the component’s properties editable in Community Builder, include a design resource Performance, Unlimited,
named componentName.design with your Lightning component bundle. and Developer Editions

Note: For help with developing custom Lightning components, see the Lightning
Communities Developer Guide. USER PERMISSIONS

Custom Lightning components that implement the To create, customize, or

forceCommunity:availableForAllPageTypes interface behave just like standard publish a community:
community template components. Drag and drop the component to the page canvas. To edit its • Create and Set Up
Communities AND View
properties, select the component on the page canvas, and then enter changes in the floating
Setup and Configuration
component property editor.
Custom components appear in the Components panel along with your template’s components.

Example: A custom component added to the page canvas, with properties open in the property editor:

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Dashboard
Use the Dashboard component to drag and drop dashboards you set up in your org’s public folder to your community’s pages.
1. Select the Dashboard component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Dashboard Name Select an available dashboard.

Height Adjust the height of the dashboard. Column width controls the dashboard width.

Example: Sample Dashboard component:

Note:
• Members can’t change the dashboard’s running user in the community. This view is read only.
• If you apply filters on the Dashboard Detail page, and drill down to a report, the Report Detail page won't show the
applied filters.

Dashboard List
The Dashboard List component lets users view dashboards in list form.
The dashboard list can be filtered with these criteria:
• Recent
• Created by Me
• Private Dashboards
• All Dashboards
In addition, users have access to dashboard folders. Folders include:
• Created by Me
• Shared with Me

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• All Folders
The Dashboard List component doesn’t have any editable properties.

Note: The Dashboard List component can only be used on the Dashboard List page.

Example: Sample Dashboard List component:

[insert image]

Engagement
The Engagement component displays charts related to member engagement in the Chatter group.
The Engagement component is visible only to users who have reporting permissions in orgs that have group engagement. You can also
choose to make the component visible only to group managers.
1. Select the Engagement component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Group ID The group’s ID. Typically, this field is populated when the page loads.

Example:

Expanded Category Navigation

The Expanded Category Navigation component organizes articles based on a hierarchy of categories.

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Users can select a top-level category and then view the related categories and subcategories as they’re browsing for articles. Then they
can click the child category to view the articles that are associated with it. For long lists of categories, users can expand the list to view
all of the categories and then collapse it to make it more compact.
1. Select the Expanded Category Navigation component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Category Name The top-level category that contains the subcategories for articles is automatically set using
an expression that uses the top-level category you specified in the template’s Custom
Properties.

Title If you’d like to display another name for the top-level data category, enter the text in this field.
For example, if the top-level category name is Desserts, you can change the text to Easy
Dessert Recipes. The text you enter in this field appears only as the title of the page.
You aren’t changing the name of the category in navigation breadcrumbs or anywhere else

Max Number of Specify the to limit the number of child categories to display for each parent category. The
Sub-Categories default is 3.

Max Number of Specify the maximum number of parent categories to display in the page. The default is 10,
Categories but there is no restriction on the number of parent categories you can display.

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Example: Sample Expanded Category Navigation component:

SEE ALSO:
Which Components Can I Use with Each Template?

Featured Data Categories

The Featured Data Categories component displays a group of data categories, with an image and title showing for each data category
within the specified group. Images help your users select which group of articles they’d like to browse.
Before you begin, first upload image files to the Assets folder on the Overview tab of Site.com Studio. The recommended frame size for
this image file is 480 x 480 pixels. The recommended file size is up to 400 KB.
Use the convention <datacategoryname>-<size>.<filetype> to name the image files, so that the system associates the
correct image file with the data category of the same name. For Featured Data Categories, the file names for your images must match
exactly the name of each data category and include a notation for square images (s):
<datacategoryname>-s.jpg
For example, for a data category with the name Desserts, the corresponding square image file is named Desserts-s.jpg.

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Tip: Salesforce recommends .jpg format for image files and .png format for graphic art. To increase the speed at which pages
load, use progressive JPEG compression whenever possible.
1. Select the Featured Data Categories component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Number of Data Type the number of data categories to display from the group. Categories display in the order
Categories listed in the data categories group.

Category Image URL Specify the relative URL to display the image associated with each data category using the
expression {!Global.PathPrefix}/{!DataCategory.Name}.jpg.
The expression maps directly to <datacategoryname>-<size> and displays images
for the data categories in the order in which they are listed in the data category group.
For subfolders, use the expression {!Global.PathPrefix}/<Name of the
Subfolder>/{!DataCategory.Name}.jpg. For images from another source, use
http://<other source>/{!DataCategory.Name}.jpg.

Title Enter the title text for the list of featured data categories.

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Example: Sample Featured Data Categories component:

SEE ALSO:
Which Components Can I Use with Each Template?

Featured Search
The Featured Search component lets your users search for articles within a specified data category. When a user types in the search text
box, the system returns articles and search strings based on matches with the characters being typed. You can customize the search to
display an image for the data category in which the user is searching.
Before you begin, first upload image files to the Assets folder on the Overview tab of Site.com Studio. The recommended frame size for
Featured Search component images is between 1280–2560 pixels wide by 175 pixels high. Images with an aspect ratio of 3:1 (wide and
relatively short) provide the best results. The recommended file size is up to 1 MB.
Use the convention <datacategoryname>-<size>.<filetype> to name the image files, so that the system associates the
correct image file with the data category of the same name. For Featured Search, the file names for your images must match exactly the
name of each data category and include a notation for wide images (w):
<datacategoryname>-w.jpg
For example, for a data category with the name Desserts, the corresponding wide image file is named Desserts-w.jpg.

Tip: Salesforce recommends .jpg format for image files and .png format for graphic art. To increase the speed at which pages
load, use progressive JPEG compression whenever possible.

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1. Select the Featured Search component in the page you’re configuring.

2. In the property editor, configure properties for the component:

Property Details
Placeholder Text Enter the text that appears in the search bar. The default text is What would you like
to know?

Category Name The top-level category that contains the subcategories for articles is automatically set using
an expression that uses the top-level category you specified in the template’s Custom
Properties.

Disable Background Select the checkbox if you don’t want to display the background image for the category. The
Image search box becomes smaller and more compact.

Max Number of Auto Enter the number of search queries to return per match.
Query Suggestions

Max Number of Article Enter the maximum number of articles to return per match.
Title Match Results

Category Image URL Specify the relative URL to display the image associated with each data category using the
expression {!Global.PathPrefix}/{!DataCategory.Name}.jpg.
The expression maps directly to <datacategoryname>-<size> and displays images
for the data categories in the order in which they are listed in the data category group.
For subfolders, use the expression {!Global.PathPrefix}/<Name of the
Subfolder>/{!DataCategory.Name}.jpg. For images from another source,
use http://<other source>/{!DataCategory.Name}.jpg.

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Example: Sample Featured Search component:

SEE ALSO:
Which Components Can I Use with Each Template?

Featured Topics
The Featured Topics component gives you the freedom to display your community’s designated featured topics, and the images that
represents them, on any community page by simply dragging and dropping.
1. Select the Featured Topics component.
2. In the property editor, configure properties for the component:

Property Details
Title Enter a title for the list of featured topics. The default text is Featured Topics.

Show Title Check to show the title.

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Example: Featured Topics on the Topic Catalog page.

Feed
The Feed component displays a feed of all record or group interactions, including posts, questions, and attachments.
Use the Feed component in the Customer Service template to add a feed to a record, topic, group, user profile, or community discussion.
The component provides a chronological, filterable list of posts made with the Feed Publisher component. Users who click a post’s
timestamp are directed to an expanded view, which shows the post and all its related comments.
Comments and attachments on posts appear inline below the post for desktop and tablet users.
1. Select the Feed component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Feed Type Select the type of feed you’d like to place on your page. Types include:
• Topic—Topic feed shows everything posted to a selected topic. You can also use the
Topic type for discussion feeds.
• Record—Record feed shows everything posted to a selected record, like an account
or opportunity. You can also use the Record Type for user profile feeds.
• Group—Group feed shows everything posted to a selected group.
Search is not supported on the Topic feed type. If you plan to enable search in a feed, select
the Group or Record feed type.

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Property Details
Record ID The feed item ID. Typically, this field is automatically populated when the page loads. Leave
this field blank if you pick the Community Discussion or My Feed options in Feed Type.

Default Feed Filter For feed entries you want your community members to see, select the default filter.

Post Style Choose whether to expand or collapse post comments by default.

Let members search Choose whether to let community members search an individual feed.
feeds Search is not supported on the Topic feed type.

Let members sort feeds Choose whether to let community members sort a feed. When sorting is enabled, members
can sort a feed by the latest posts or most recent activity.

Example: Sample Feed component

SEE ALSO:
Which Components Can I Use with Each Template?

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Feed Compact
Use the Feed Compact component in the Customer Service template to add a compact, scannable version of a feed to an object. Object
types that take a compact feed include a record, a topic, a group, a user profile, or an overall community discussion. The component
provides a chronological list of question posts made with the Feed Publisher component.
Compact feeds initially show only parent-level feed posts. Clicking a post takes you to the expanded post and all its related comments.
1. Select the Feed Compact component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Show Views Select to show the number of times an item is viewed . A view is counted when an item
is liked, commented on, or its detail view is opened. Clear to hide the view count.

Show Likes Select to show the number of likes for each post. Clear to hide the number of likes.

Show Comments Select to show the number of comments for each post. Clear to hide the number of comments.

Compact Feed Type Select the object or context you want to associate this feed with.
• Community Discussion—Shows all feed items tagged with a navigational topic, for
example #Q4wins. Users don’t have to follow a navigational topic to see it in the
discussion. And feed items that discuss the topic but don’t have the tag don’t appear in
the discussion, even to users who follow the topic. Shared feed items appear in a
Community Discussion feed only if the message posted with the shared item (the share
message) includes the topic tag. Even if the shared item has a tag, it doesn’t appear in
the feed if the tag isn’t included in the share message.
• Group or Record—Shows all feed items created on a record or in a group.
• My Feed—Shows feed items that are tagged with a topic or person that you follow. My
Feed also shows all of your personal community activity. You see all shared feed items
unless another person shared the item with a group that you aren't a member of. There's
an exception. You can share feed items to public groups you aren't a member of. With
public groups, you see the feed item that you shared despite not being a member.
• Topic—Shows all feed items that are tagged with the topic. Shared feed items appear in
a Topic feed only if the message posted with the shared item (the share message) includes
the topic tag (for example, #Q4wins). Even if the shared item has a tag, it doesn’t appear
in the feed if the tag isn’t included in the share message.
• User Profile—Shows your personal community activity.
• Bookmarks—Shows feed items that you bookmarked.

Entity Id The feed item ID. Typically, this field is automatically populated when the page loads. Leave
this field blank if you pick the Community Discussion or My Feed options in Compact Feed
Type.

Example: Sample Feed Compact component

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Each feed type comes with a set of filters for limiting what’s shown in the feed. This table lists and describes filter types, and it pairs
filters with the feeds where they’re available.

Note: The Bookmarks feed doesn’t have any filters.

Filter Name Description Feed Types

All Updates Shows all posts in a feed. No comments • Group or Record
are show. Click a post's date and time
• My Feed
stamp to navigate to its detail view. The
detail view includes all comments on the • User Profile
post.

All Questions Shows only the questions that are in the • Community Discussion
feed.
• Group or Record
• My Feed
• Topic

Posted by This User When you visit someone’s profile, this • User Profile
filter shows just the posts authored by the
user you’re visiting. On your own profile,
this filter shows just those items that you
posted.

Questions with Best Answer Shows all questions with an answer that • Community Discussion
is marked as best.
• Group or Record
• My Feed
• Topic

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Filter Name Description Feed Types

Questions with No Best Answer Shows all questions with answers, none • Community Discussion
of which is marked as best.
• Group or Record
• My Feed
• Topic

Unanswered Questions Shows only those questions that have no • Community Discussion
answers.
• Group or Record
• My Feed
• Topic

Unread Posts Show posts that haven’t been read. • Group or Record

SEE ALSO:
Which Components Can I Use with Each Template?

Feed History
The Feed History component displays the number of posts per day in the past 30 days.
The Feed History component is visible only to users who have reporting permissions in orgs that have group engagement. You can also
choose to make the component visible only to group managers.
1. Select the Feed History component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Group ID The group’s ID. Typically, this field is populated when the page loads.

Example:

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Feed Post & Comments

The Feed Post & Comments component shows the detailed view of an individual post, comment, or question in the community feed.
For questions, it includes the question, all the answers to that question, and an indication if it was escalated to a case.

Note: Before Spring ‘16, this component was named Feed Item Detail.

Only users who are logged in can post an answer to a question. Users can attach a file to a question or answer post by clicking the
paperclip icon. They can choose to Select a File from files already uploaded to the community or Upload a File from the user's local
drive.
Once an answer is posted, users can click at the top right corner of the post to edit, bookmark, delete, or flag the post. Also, users
can edit the topics associated with the post. The editing and flagging features must be enabled for the community.
1. Select the Feed Post & Comments component in the page you’re configuring.
There are no properties to set for this component.

Example: Sample Feed Post & Comments component:

SEE ALSO:
Which Components Can I Use with Each Template?

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Feed Publisher
The Feed Publisher component lets customers create rich text posts on records, groups, topics, and profiles, and attach files from any
of their devices. It also supports multiple file attachments, inline images, and rich link previews. The Feed Publisher component isn’t
supported for articles.
When community members create posts using the Feed Publisher, the posts are displayed in the related Feed or Feed Compact component
for the page. By default, you can attach any supported file type up to 2 GB per file. For best performance, inline images up to 25 MB per
image are recommended. Inline images over 25 MB appear at full size, and can be slow to load.

Note: Copying inline images from external sources and pasting them into the text editor is not supported.

1. Select the Feed Publisher component in the page you’re configuring.

2. In the property editor, configure properties for the component:

Property Details
Type Select the type of feed publisher you’d like to place on your page. To use global publisher
actions defined in your Salesforce organization, choose Global. To use an object-specific
publisher layout, choose Record.
For example, use Record if you want to add the publisher to a custom group detail page. Use
the publisher actions that are included in the group publisher layout for your org.

Record ID The feed item ID. Typically, this field is automatically populated with the record ID when the
page loads. Leave this field blank if you pick the Global feed publisher type.

Publisher Layout Choose if you’d like to see the wide or narrow feed publisher layout design.
Design

Example: Sample Feed Publisher component, wide layout

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Example: Sample Feed Publisher component, narrow layout

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Example: Sample feed post with inline image

SEE ALSO:
Which Components Can I Use with Each Template?

Files List
Use the Files List component in the Customer Service template to give community members a convenient place to view and manage
their files.
Members can upload, sort, and filter files using the files list. Clicking a file opens the file previewer, where members can upload a new
version, download, and delete the file. Filters in the left sidebar show different selections of files. The Libraries filter shows files from
Salesforce CRM Content libraries, and Files Connect users can see their external libraries under External Sources.
1. Select the Files List component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Files List Modify the number of records that display in the window, from 10 to 100. A scrollbar appears
to let users scroll to see more records

Example: Sample Files List component, wide layout

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Flow
Flows automate business processes to collect, update, edit, and create Salesforce information. With
USER PERMISSIONS
the Flow component in Community Builder, you can add flows to your pages. Add the Flow
component to your community pages just like any other component. To create, customize, or
publish a community:
Note: • Create and Set Up
• Flows in Lightning communities are supported only through the Lightning Flow Communities AND View
component. Setup and Configuration

• Flow creators can overwrite error messages with their own content. To run a flow in a Lightning
community
1. Define a flow in the Cloud Flow Designer. • Run Flows
2. Activate the flow.
3. Drag the Flow component into position on your community page.

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4. In the property editor, select the flow you want to use and any other properties.

Flow
Only active screen flows are available. Flows that were built in the Desktop Flow Designer aren’t supported.
Layout
By default, flows display in one column.
Input variables
If you see other properties, they are the flow’s input variables. Variables appear only if they allow input access.
Pass record ID into this variable
This option is available only for Text input variables in Record pages. For simplicity, we recommend passing the ID to only one
variable.
For example, when this component is embedded in an Opportunity Record page, at runtime the component passes the
opportunity’s ID into the selected input variable.

Example: Here’s a flow called Survey customers in a community.

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SEE ALSO:
Which Components Can I Use with Each Template?
Salesforce Help: Create a Flow
Salesforce Help: Considerations for Two-Column Flows
Salesforce Help: Customize the Error Message for Running Flow Users (Best Practice)
Lightning Components Developer Guide: Create Custom Component for Guest User Flows

Allow Guest Users to Access Flows

Allow guest users to access flows within a community to create multi-part registration forms,
EDITIONS
decision trees, and conditional screens tailored to unauthenticated users. Flows give your guest
users more flexibility to accomplish tasks and provide information before they have to register. Available in: Salesforce
To allow guest user access from Community Builder: Classic and Lightning
Experience.
1. Go to Settings.
2. On the General tab, select Public can access the community and then click the guest user Available in: Enterprise,
profile. Performance, Unlimited,
and Developer editions.
3. Under System Permissions, turn on the Run Flows permission.

Note: To use Guest User Flows for login or self registration, demonstrated in the example USER PERMISSIONS
below, a developer must create a lightning component that implements
lightning:availableForFlowsScreens. They must also create an apex controller To create, customize, or
for that component that uses the API exposed on the site object. publish a community:
• Create and Set Up
To add a flow to your login page from Community Builder, Communities AND View
1. Go to the Login page and add the Flow component. Setup and Configuration

2. In the properties panel, select a predefined flow and a layout.

3. Edit the audience and assign it to Guest.
4. Delete the Login Form component.

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Example: There are many use cases for allowing guest users to use flows, but one of the most common is collecting data privacy
preferences before a visitor registers. Start by creating a flow and adding a User Interface screen that collects identifying information,
such as email address and name.

Note: Guest users can’t resume paused flows from Lightning communities, so we recommend removing the Pause button
from flows that are available to guest users.

Create a screen that collects the user’s data collection preferences.

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Note: To use data collection features, you must turn on Consent Tracking.

Create a final screen that uses your custom Lightning Component to pull the information collected in the previous screens into
the user’s profile when they register. Add a Lightning Component field to the screen and select your custom component from the
dropdown. Match your attributes to the appropriate user fields in your org.

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SEE ALSO:
Which Components Can I Use with Each Template?
Lightning Components Developer Guide: Create Custom Component for Guest User Flows

Follow Button
The Follow Button component allows users to follow users, topics, or articles.
In the Page Editor, you can configure the follow button component on the User Profile, Article Detail, and Topic Detail pages. This
component allows a user to follow another user, article, or topic by clicking this button. When a user views their own profile, the button
isn’t visible.
1. Select the Follow Button component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Followed Record ID The system supplies this value. Don’t update this field.

Allow email Select to receive email notifications for topic activity.

notifications on
topics

Example:

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Note: Turn on Feed Tracking for each article type you want members to follow.

SEE ALSO:
Which Components Can I Use with Each Template?

Global Search Box

The Global Search component lets you expose global search in your community. Let your users search for any object available to them.
Autocomplete search results are based on the most recently used objects and records by the user, same as global search in your org.
The search accounts for partially matching terms and non-adjacent terms.
1. Select the Global Search Box component in the page you’re configuring.
In the Partner Central template, for example, this box is on the Home page.

2. In the property editor, configure properties for the component:

Property Details
Placeholder Text for Specify the text that appears in the search box. The default text is Search...
Search Field

Objects in Click Add to add searchable Salesforce objects to your community’s autocomplete results.
Autocomplete Results

Maximum Autocomplete Enter the maximum number of autocomplete results displayed to the user during a search.
Results The default is 5.

Example: Sample Global Search Box component in Partner Central:

SEE ALSO:
Which Components Can I Use with Each Template?

Global Search for Peer-to-Peer Communities

Global Search for Peer-to-Peer Communities is a simplified version of the Search & Post Publisher that community admins use to separate
the search function in the component from the publishing function. The component is also separate and distinct from the overall header,
making it easier to customize to a community’s needs. Global Search for Peer-to-Peer Communities is available in the Customer Service
(Napili) template.

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Autocomplete search accounts for partially matching terms and non-adjacent terms.
1. In the page that you’re configuring, select the Global Search for Peer-to-Peer Communities component.
2. In the property editor, configure properties for the component:

Property Details
Placeholder Text for Search Field Enter the text that appears in the search box. The default text is Search...

Autocomplete Search Click to expand the section with autocomplete search properties.

Use autocomplete in searches Select to let users see suggested search results as they type search terms.

Maximum Autocomplete Results Enter the maximum number of suggested results displayed on each tab during a search. The
default is 6. An equal number of questions, articles, and objects is displayed in the combined
results tab. If a type doesn’t have enough results, additional results of other types are displayed
to reach the maximum number. This functionality is available only in the Winter ’16 and later
versions of community templates.

Limit autocomplete search Select to show only discussions and articles in autocomplete results.
results to Discussions and
Articles

Objects in Autocomplete Results Click Add to add searchable Salesforce objects to your community’s autocomplete results.

Ask Community Click to expand the section with properties regarding asking the community.

Show footer during search Select to display the footer that gives members an option to ask the community a question.

Post to Ask the Community Enter the text that invites users to post a question to the community or to customer support.
The default is: Don’t see what you're looking for?.

Create Your Question Prompt Enter the text that users click to ask a question. The default is: Ask a question.

Create Your Sign-In Prompt Enter the text that directs users to a login page before they ask a question. The default is: Sign
in to ask a question.

Show topics Allows users to add topics to the questions that they ask the community.

Show details Allows users to enter details of the question that they ask the community.

Global Search Results

The Global Search Results component displays search results from across the community. The results shown are based on search terms
entered in the Search Publisher and can be displayed in one list or in multiple tabs.
1. Select the Global Search component.
2. In the property editor, configure properties for the component:

Property Details
{!searchString} The system supplies this search term to search across the community.

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Property Details
Show the All results Check the box to show search results in one list under All.
tab

Search Results Tabs Add or remove tabs to customize which lists search results are displayed in.

Important: To allow your users to find a custom object’s records when they search, in Salesforce setup create a custom tab
set to Default On or Default Off. Creating a custom tab enables the custom object's Allow Search setting.

Example:

Note: To see results from all feed types in a community (including questions and posts on records), select the Show search
results from all feeds, including questions, posts, and comments option on the Discussions tab.
Global Search Results shown in the community:

SEE ALSO:
Which Components Can I Use with Each Template?
Set Up and Manage Salesforce Search
I Know a Record Exists—Why Can’t I Find It?

Group
The Group component displays all the content in a group using a single composite component. It includes the group banner, which
includes the member and owner actions, the group feed, description, and related lists (group members and files).
When you add groups to your community navigation menu, clicking the Groups item directs community members to a list of groups.
Clicking a group in the group list loads the Group Detail page, which uses this component by default.

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Note:
• Add the Add Member action to the group publisher for users to access it from the banner.
• For optimal display, choose a wide column width when using this component on a custom page.

1. Select the Group component on the page you’re configuring. By default, this component is located on the Group Detail page.

Note: You must have at least one group in your community to view the Group Detail page and modify its components.

2. In the property editor, configure properties for the component:

Property Details
Group ID The ID of the group. This value is automatically populated when the group is displayed.

Feed Tab Label The label used for the group feed tab on mobile devices. The default text is Feed. The label
you specify here doesn’t affect labels on desktop browsers.

Details Tab Label The label used for the group details tab on mobile devices. The default text is Details. The
label you specify here doesn’t affect labels on desktop browsers.

Related Tab Label The label used for the related lists tab on mobile devices. The default text is Related. The
label you specify here doesn’t affect labels on desktop browsers.

Example:

Warning: Avoid spamming new group members in a community, especially if you are adding group members en masse.
Deselect the following org-wide Chatter email notifications: Allow Emails and Allow Posts via Email. Access these settings
by searching Email Settings in the Quick Find search box in Salesforce Setup.
Sample Group component:

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Note: The Group component is optimized to be responsive across all devices. If you want more control over the placement of
group content, you can use separate components to create a custom layout. Use the Group Banner, Group Detail, Group Related
List, Feed Publisher, and the Feed or Feed Compact components to create a custom group page. However, creating a custom
group page does not guarantee optimal display and responsiveness across desktop and mobile devices.

SEE ALSO:
Which Components Can I Use with Each Template?

Group Banner
Use the Group Banner component on custom group detail pages for your community. This component displays the group name, the
group photo, the Join Group and Leave Group buttons, and other action buttons for group owners, managers, and members.
Use the Group Banner component with the Group Detail, Group Related List, Feed Publisher, and the Feed or Feed Compact components
to create a custom group detail page. Creating a custom group detail page does not guarantee optimal display and responsiveness
across all desktop and mobile devices. We recommend using the Group component instead, which is a single composite component
that displays all of this content.

Note:
• Add the Add Member action to the group publisher for users to access it from the banner.
• For optimal display, choose a wide column width when using this component.

1. Select the Group Banner component on the page you’re configuring.

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2. In the property editor, configure properties for the component:

Property Details
Group ID The ID of the group. This value is automatically populated when the group is displayed.

Example: Sample Group Banner component

SEE ALSO:
Which Components Can I Use with Each Template?

Group Detail
Use the Group Detail component on custom group detail pages for your community. This component displays the content from the
group description and information fields along with the name of the group owner.
Use the Group Detail component with the Group Banner, Group Related List, Feed Publisher, and the Feed or Feed Compact components
to create a custom group detail page. Creating a custom group detail page does not guarantee optimal display and responsiveness
across all desktop and mobile devices. We recommend using the Group component instead, which is a single composite component
that displays all of this content.
1. Select the Group Detail component on the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Group ID The ID of the group. This value is automatically populated when the group is displayed.

Header label The label for the group details section. Affects both the desktop and mobile view.

Example: Sample Group Detail component

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SEE ALSO:
Which Components Can I Use with Each Template?

Group Related List

Use the Group Related List component on custom group detail pages for your community. This component displays the group files,
members, and records.
Use the Group Related List component with the Group Banner, Group Detail, Feed Publisher, and the Feed or Feed Compact components
to create a custom group detail page. Creating a custom group detail page does not guarantee optimal display and responsiveness
across all desktop and mobile devices. We recommend using the Group component instead, which is a single composite component
that displays all of this content.
1. Select the Group Related List component on the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Group ID The ID of the group. This value is automatically populated when the group is displayed.

Example: Sample Group Related List component

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SEE ALSO:
Which Components Can I Use with Each Template?

Headline
The Headline component gives you customizable headline text and text banner with inline links to pages that show discussions, topics,
and articles. It also displays an icon to the left of the banner that identifies the content as an article or a discussion when either is selected.
1. Select the Headline component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Title Enter the static text for the page’s headline. The default text for the page is Welcome!.

Banner Text Enter the static text that appears on the home page. The default text is A place where
you can easily find solutions and ask questions.

Page Type Enter the type of content that the page displays in this page. Type either article, topic,
or discussion to retrieve the title of the page and display an icon identifying the type
of page the user is viewing.

Unique Name or ID The system retrieves the ID from the URL of the question or article when it’s selected.

Banner Text with Enter the static text and link text that lets users select a page that shows articles or discussions.
Articles and This text and links in this field appear on the page when Salesforce Knowledge is enabled and
Discussions set up in your organization. You can translate and change the value of each component, but
not the position of the component.
Explore other <a href="javascript:void(0)"
class="headlineArticles">articles</a> and <a
href="javascript:void(0)"
class="headlineDiscussions">discussions</a> on this topic

Banner Text with Enter the static text and link text that lets users select a page that shows discussions only. This
Discussions text and link in this field appear on the page when Salesforce Knowledge isn’t enabled in your
organization. You can translate and change the value of each component, but not the position
of the component.
Explore other <a href="javascript:void(0)"
class="headlineDiscussions">discussions</a> on this topic

Show Subtopics Below the headline, displays links to topics that are children of the current topic. (On mobile
devices, these links appear in a Subtopics menu.)
Only navigational topics support parent-child relationships.

If you have set up navigational subtopics, change the following properties in the property editor to populate topic and subtopics
dynamically on the topic detail page:

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Property Details
Title Enter {!topicName} to retrieve and display the topic name on the topic detail page.

Page Type Enter topic as the page type.

Show Subtopics Select this option to display subtopics.

Example: Sample Headline component:

SEE ALSO:
Which Components Can I Use with Each Template?

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HTML Editor
The HTML Editor component lets you create and edit custom content in HTML.
EDITIONS
1. In Community Builder, drag the HTML Editor component from the Components panel onto the
page. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2. Add and format HTML content.

The HTML Editor component supports the following HTML tags and attributes. Any exceptions are flagged in your markup.
Tags: a, abbr, acronym, address, area, b, basefont, bdo, big, blockquote, br, button, caption, center, cite, code, col, colgroup, dd, del,
dfn, dir, div, dl, dt, em, fieldset, font, form, h1, h2, h3, h4, h5, h6, hr, i, iframe, img, input, ins, kbd, label, legend, li, map, menu, ol,
optgroup, option, p, pre, q, s, samp, select, small, span, strike, strong, sub, sup, table, tbody, td, textarea, tfoot, th, thead, tr, tt, u, ul,
var, xmp
Attributes: abbr, accept, accept,-charset, accesskey, action, align, alink, allowfullscreen, alt, autocomplete, axis, background, bgcolor,
border, cellpadding, cellspacing, char, charoff, charset, checked, cite, class, classid, clear, code, codebase, codetype, color, cols, colspan,
compact, content, coords, data, datetime, declare, default, defer, dir, disabled, download, enctype, face, for, frameborder, frameborder,
headers, height, href, hreflang, hspace, http-equiv, id, ismap, label, lang, language, link, list, loop, longdesc, low, marginheight,

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marginwidth, max, maxlength, media, method, min, mozallowfullscreen, multiple, name, nohref, noresize, noshade, novalidate,
nowrap, open, optimum, pattern, placeholder, poster, preload, pubdate, radiogroup, readonly, rel, required, rev, reversed, rows,
rowspan, rules, scheme, scope, scrolling, selected, shape, size, span, spellcheck, src, srclang, standby, start, step, style, summary,
tabindex, target, text, title, type, usemap, valign, value, valuetype, version, vlink, vspace, webkitAllowFullScreen, width, xmlns, data-*

SEE ALSO:
Rich Content Editor

Featured Topics & Feeds

The Featured Topics & Feeds component displays Featured Topics, Discussions, and My Feed in a tabbed setting. Community members
must be logged in to see the My Feed tab.

Note: Before Summer ’16, this component was named Home Page Tabs.

1. Select the Featured Topics & Feeds component in the page you’re configuring or drag the component from the Components
panel to the page to add it.
2. In the property editor, configure properties for the component:

Property Details
Featured Tab Label Enter the text you’d like to display on the tab that users select to show topics. The default text
is Featured.

Discussion Tab Label Enter the text you’d like to display on the tab that users select to show discussions. The default
text is Discussions.

My Feed Label Enter the text you’d like to display on the tab that users select to show their feed. The default
text is My Feed.

Compact Feed in Select to use the compact version of the feed in the Discussions tab. Compact feeds show
Discussion Tab only question titles and make it easier for users to scan the feed. Compact feeds don’t support
filters.

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Example: Sample Featured Topics & Feeds component:

SEE ALSO:
Which Components Can I Use with Each Template?

IoT Insights
Use the IoT Insights Community Builder component to show Salesforce IoT data to your Lightning community members.
Salesforce IoT and IoT Insights must be enabled for your org. Before you can add the IoT Insights component, create and activate an
orchestration in Salesforce IoT.
1. Select the IoT Insights component under Records in the page that you’re editing.
2. In the property editor, configure the component’s properties.

Property Details
Orchestration Choose the orchestration that contains the variables you want to show.

Iot Variables Select the variables to display.

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Note: This component is available only in Lightning Experience and only in English.

Knowledgeable People
Highlight topic experts so the community can direct questions straight to them. The Knowledgeable People component displays up to
five experts, chosen based on factors such as best answers, mentions, or likes on questions and posts.
In the Page Editor, you can configure the Knowledgeable People component on Topic View pages.
1. Select the Knowledgeable People component.
2. In the property editor, configure properties for the component:

Property Details
Title Enter a title for the component. The default text is Knowledgeable People.

Topic ID The default entry, {!topicId}, displays unique knowledgeable users for each topic. To
instead display knowledgeable users based on a specific topic, enter the topic ID.

Example:

For communities created in Spring ‘15 or earlier, complete these steps to add the Knowledgeable People component:
1. From the community, click in the global header.
2. Click Administration > Preferences, and select Enable knowledgeable people on topics.
3. Click Administration > Pages, and go to Site.com Studio.
4. In the Site Pages section, double-click the main page.

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5. In the Views tab at left, double-click Customer Service Topic View.

6. Click the Page Elements tab , and search for the Knowledgeable People component.
7. Right-click the component, and place it in the div.cSecondaryContent section.

SEE ALSO:
Which Components Can I Use with Each Template?

Language Selector
The Language Selector component lets guest users select their preferred language on a page in your community.
You can add the language selector to the header or footer, or to any section of any page; it’s not included on any pages by default. Only
guest users see the language selector. For authenticated users, the community automatically displays in their profile language. For guest
users, the community displays in the community default language. Customized labels and knowledge articles use the translations added
by the community admin in Translation Workbench.
If guest users want to view the community in a different language, they can select their preferred language using the language selector.
The language selector shows all languages supported in the community. When the user selects a language, the page reloads in that
language.

Note:
• The Language pane in Site.com Studio shows the default language and the list of languages supported in the community. If
no languages apart from the default language have been set in Site.com Studio, the language selector shows the default
language without a drop-down option. To learn more about setting site languages in Site.com Studio, see Create a Multilingual
Site.
• To see the list of languages that guest users see, go to the Branding Editor in Community Builder. Make sure you’re on a page
that contains the language picker. Then click the drop-down icon on the language picker.
• Before Summer ‘18, Language Selector was named Language Picker.

1. Select the Language Selector component in the page you’re configuring.

2. In the property editor, configure properties for the component:

Property Details
Label Text that identifies this component on a page, which helps increase accessibility. Default text
is Preferred Language.

Button Label Alignment To specify how the language picker’s label is aligned on the button, select Left, Center,
or Right. The default value is Center.

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Example: Sample Language Selector component with drop-down language list visible:

SEE ALSO:
Which Components Can I Use with Each Template?

Lead Inbox
Use the Lead Inbox component to share a common pool of leads with partners in your community.
The lead inbox uses a queue and the list view associated with a queue to pass leads to partners. Partners included in the visibility settings
for the queue and list view can see and accept leads from the Lead Inbox. Accepting a lead makes the user the owner of the lead.
1. Click the Lead Inbox component on the page you’re configuring. By default, the Lead Inbox component lives on the Home page of
the Partner Central template.
2. In the property editor, configure properties for the component:

Property Details
Title Specify a title for the lead inbox. The default title is Lead Inbox.

Number of Leads Specify the number of leads to display in the lead inbox. The default value is 5.

Sort Order Select a sort order for the list of leads. You can sort by the date on which the lead was created,
ascending or descending.

Link to the leads list Select to show a link to a lead list view on the lead inbox.
view

Linked List View If you selected the previous option, specify the leads list view you’d like to show a link for. By
default, the first leads list view in the org is selected.

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Example: Sample Lead Inbox Component

SEE ALSO:
Which Components Can I Use with Each Template?

Libraries
Give access to your libraries to community members using the Libraries component. Use this component in Customer Service, Build
Your Own, Partner Central, and Customer Account Portal templates.
Community members view and open libraries they have access to, either in a list view or a tile view. Drill down inside libraries and folders,
and the files display as thumbnails, making it easy to spot a colorful spreadsheet or perfect photo. The Libraries component doesn’t have
any properties to edit, and can be used on any page that isn’t already using the Files List component.

Example: Sample Libraries component

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Member Profile and Settings

The Member Profile component allows community members to easily edit their account information. And the best part is that all a
member’s important information is in one place—profile information and various settings in one handy component. What does that
mean for you and your business? Fewer phone calls into your call centers for simple updates.
The Member Profile component uses a default image in the header. Using the component’s properties in Community Builder, you can
choose to not show the default image.
The fields you see in the Member Profile component are set in Salesforce setup Setup > Users > Page Layouts > User Profile Page
Layout.
Use the Member Profile component on the User Profile page of communities made using the Customer Account Portal.
1. Select the Member Profile component in the page you’re configuring.
2. To view the component properties, select the Properties pane:

Property Details
User ID The system supplies this value so that authenticated users can view their own information.
Don’t update this field.

Show banner image at Shows a banner image at the top of the Member Profile component. If unselected, no banner
top image is seen.

Edit Banner Image Choose a banner image to show at the top of the Member Profile component.

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Property Details
Show Settings tab Show the Settings tab on the component.

Profile Tab Label Enter a label for the Profile tab. The default text is Profile.

Settings Tab Label Enter a label for the Settings tab. The default text is Settings & Preferences.

Example: Sample Member Profile component.

Membership
The Membership component displays the number of new group members, either in the past 30 days or the past 12 months.
The Membership component is visible only to users who have reporting permissions in orgs that have group engagement. You can also
choose to make the component visible only to group managers.
1. Select the Membership component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Group ID The group’s ID. Typically, this field is populated when the page loads.

Example:

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Message Notification
Add the Message Notification component to your community pages to let users view their recent messages from outside the Messages
list view. The Message Notification component shows up to three recent messages and allows users to send new messages.
Add the Message Notification component to the community Home page and configure it in the Page Editor.
1. Select the Message Notification component.
2. In the property editor, configure properties for the component:

Property Details
Header Label Enter a title for the component. The default text is Recent Messages.

Example: Sample Message Notification component:

SEE ALSO:
Which Components Can I Use with Each Template?

Navigation Bar
The Navigation Bar component lets users select different topics to browse and provides navigation back to the community home page.
If your Customer Service template version is Winter ’16 or later, this component is replaced with the Navigation Menu component.
1. Select the Navigation Bar component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Topic Menu Label Enter the text you want to appear as the label for the drop-down list of topics that appears
in the navigation bar.

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Example: Sample Navigation Bar component:

SEE ALSO:
Which Components Can I Use with Each Template?

Navigation Menu
The navigation menu component extends your community’s navigation beyond navigational topics. Navigation menu items can include
Salesforce objects, topics, pages in your community, URLs to external sites, and menu labels. Menu labels are parent headings under
which you can nest other menu items. You can also enable the App Launcher to make it easy for members to switch between their
communities and their Salesforce org.
When setting up the navigation menu, consider the following:
• You can add up to 20 navigation menu items. Menu items that don’t fit on the first line of the navigation menu appear in a More
overflow menu item.
• If you want to map a navigational topic to a menu item, you must first set it up in Community Management.
• To add a custom page as a navigation menu item, you must first publish the community.
To create or modify navigation menu items:
1. Select the Navigation Menu component in the page you’re configuring.
2. To display the App Launcher in existing communities, deselect Hide App Launcher in community header.

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3. To show an icon for Home instead of text, select Replace Home text with icon.
4. In the property editor, click Navigation Menu.
In the menu editor overlay, you can edit or delete existing menu items, or add new ones.

5. To add a menu item:

a. Click Add Menu Item.
b. Enter the name you want to use in the navigation menu for this item.
c. Select the type of item you’re navigating to.
Options include:
• Community Page—Links to a page inside your community using a relative URL. For example, /contactsupport.
• External URL—Links to a URL outside of your community. For example, http://www.salesforce.com.
• Menu Label—Adds a parent heading for your navigation menu. Nest items underneath the menu label.
• Navigational Topic—A drop-down with links to the navigational topics in your community. Navigational topics are set up
in Community Management.
• Salesforce Object—Available objects include accounts, cases, campaigns, contracts, contacts, dashboards, groups, leads,
opportunities, orders, price books, products, quotes, reports, tasks, work orders, and any custom objects.

Tip: Select this option to create a list view page for the selected object. This option is the easiest way to expose
Salesforce record data in your community with minimum configuration.

d. Complete the fields based on the type you selected.

• If you selected Salesforce Object, select the default list view to show.
• If you selected Community Page, use the drop-down to select the community page you want to link to. The URL field
automatically populates the relative URL for the page based on your selection.
• To add the Messages page to your navigation menu, replace the :messageId parameter with Home.
• If you selected External URL, enter the fully qualified URL. To keep navigation within your community, select the Open
link in the same tab checkbox.
• Select Publicly Available if you want the navigation menu item to show for guest users that aren’t members of the
community.

6. To move an item, click and drag the item to where you want it to appear in the menu. Nest other menu items underneath a
menu label by dragging them to the right under the menu label.
7. To delete a menu item, hover over or click the item and click .
8. Save your changes.
If your community is already active, you see a Publish Changes button. When you click this button, your new navigation menu
changes are immediately visible to community members.
If your community is still in Preview status, you see a Save Changes button. When you click this button, your changes are saved and
are visible to your community when you activate it.

Example: Sample Navigation Menu component:

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On a mobile device, your community navigation menu collapses to better fit your screen.
Sample Navigation Menu component on a mobile device:

If your community hosts users who speak different languages, you can translate your navigation menu using the Translation Workbench.
For information on using the Translation Workbench, see "Translate Terms" in the Salesforce help.

SEE ALSO:
Which Components Can I Use with Each Template?

New Message Button

Drag and drop the New Message Button on a community page to allow community members to start a direct message conversation
from that location.
Add the New Message Button component to a community page and configure it in the Page Editor.
1. Select the New Message Button component.
2. In the property editor, configure properties for the component:

Property Details
User ID The ID of the user sending the message. The system automatically detects and populates this
value.

Label Enter a title for the component. The default text is Send Message.

Example: Sample New Message Button component:

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SEE ALSO:
Which Components Can I Use with Each Template?

Path
Use the Path component in Lightning communities on object detail pages to show various stages of a business process.
The Path component can be added to Lightning Community object detail pages for the following objects:
• Account
• Campaign
• Contract
• Lead
• Opportunity
• Order
• Service Appointment
• Work Order
• Work Order Line Item
• Custom objects
For an overview of setting up Path in Salesforce, see Guide Users with Path. The Path component is intended for a wide-column layout.
Add it to columns that are at least 50% wide, though full columns are best.

Note: To see paths on mobile devices, configure a custom path for mobile in your Salesforce org.

1. Set up a sales process in your org. If you’re creating a path for service appointments, work orders, or work order line items, you can
skip this step.
2. Set up the path in the Setup menu.
a. From Setup, enter Path in the Quick Find box, then select Path Settings.
b. Click Enable, and then click New Path to create a path.

3. Create object pages in Community Builder (for any object that supports Path).
4. Drag the Path component onto the detail page you’re configuring.

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Example: Sample Path component:

SEE ALSO:
Which Components Can I Use with Each Template?

Paused Flows
Add the Paused Flows component to let your Lightning community members view all the paused flows they own, resume them at a
more convenient time without losing their work, or delete them. When setting up a flow in Salesforce Setup, you must choose pause
points in order to allow community users to pause and resume flows.
To pause a flow, your community members must have the Run Flows permission.
For example, your financial company has a flow to help folks apply for a credit card. Your customer gets stuck on one of the steps (what
was my address 12 years ago?). Rather than lose the previous screens of information, the customer can press Pause to find the needed
information. Or, your customer pauses a step and needs help to continue with the forms. The customer can contact your company, and
a service agent can continue the flow for them.
In Setup > Process Automation Settings, select Let users pause flows. Once you set up a pause point in your flows, you can use
the Paused Flows component in the Community Builder.

Note: While we call them flows here at Salesforce, your company could call them processes, forms, steps, or wizards. Use a naming
convention that your customers understand for the title field.
1. Select the Paused Flows component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Title Add a title that is easily understood by your community members. Default text is Paused
Flows.

Show number of flows Select to show the number of paused flows in the title, in parentheses.
in title

Maximum Paused Flows The maximum number of flows shown in the component is 10.
Displayed

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Property Details
Show pause reason Shows the reason the flow was paused.

Show pause time Displays the time the flow was paused.

Show pause step Displays the name of the step that the flow was paused.

Show owner Displays the flow’s owner.

Delete button Displays a delete button to delete the flow.

Resume Button Label The button text to resume a flow. Default text is Resume.

Button Alignment Choose the button alignment. Default is Center.

Example: Sample Paused Flows component:

Profile Header
The Profile Header component displays a user’s name (or nickname) and profile picture. It also displays a drop-down that lets users
navigate to their profile, open a case, access their locale and email notification settings, or log out of the community. External users can
also access and manage their account. If the user isn’t logged in, a Login button appears in the header.

Important: The User Profile Menu component replaces the Profile Header component in communities based on Winter ’18 and
later versions of Lightning community templates.
Users can’t customize the profile photo functionality in the profile header—they need to edit all profile information from the profile
details page.

Note: If nickname display is enabled in the community, this component shows the nickname instead of the user’s name. The
user’s reputation level displays only if reputation is enabled in the community.
1. Select the Profile Header component in the page you’re configuring.
2. In the property editor, configure properties for the component:

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Property Details
Case Filter Name or ID The name or ID of the list view that displays the user’s cases. This value is used throughout
the community to display the user’s list of cases.

Note: By default, the template uses the AllOpenCases view, which lets users view any
open cases that they have permission to see. Configure sharing to ensure that users
see only cases that belong to them. Alternatively, you can use another pre-defined list
view or create a custom list view.

Include Contact Select this checkbox to include the option to contact an agent from the profile.
Support

Home Label Enter the text you want to show for the link to the community home page from the user
navigation menu. The default text is Home.

View Profile Label Enter the text you want to show for the link to the profile detail page. The default text is
View Profile.

Contact Support Label Enter the text you want to show for the link to the page where the user can open a case. The
default text is Contact Support.

Login Label Enter the text you want to show for the link to log in to the community. The default text is
Login.

Logout Label Enter the text you want to show for the link to log out from the community. The default text
is Log Out.

Community Management Enter the text you want to show for the link to the Community Management page. The default
text is . This link only appears for users with permissions to manage the community.

Community Setup Label Enter the text you want to show for the link to the setup page for communities. The default
text is Community Setup. This link is shown to users with permissions to create or modify
the community’s administration settings.

User Settings (Customer Enter the text you want to show for the link to access an authenticated user’s personal settings
Service template only) for the community. The default text is My Settings.

Show User Settings in Select this checkbox to show user setting in the profile drop-down list.
Menu (Customer Service template
only)

My Account Label Enter the text you want to show for the link that external users click to view their account
(Customer Service template only) record. The Default text is My Account. This feature is available in the Spring ’16 version
of the Customer Service template and later.

Note: External community members who access the My Account link see their account
details based on the configuration of the Record Detail page.

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Example: Sample Profile Header component:

SEE ALSO:
Which Components Can I Use with Each Template?

Recognition Badges
The Recognition Badges component displays up to three of the most recent badges earned by a user, the Give Badge button, and a link
to view all of a user’s badges.
From the User Profile page in Community Builder,
1. Add the Recognition Badges component to the User Profile page.
2. In the property editor, configure properties for the component:

Property Details
Id The system supplies this value. Don’t update this field.

Title Enter a title for the component. The default text is Recognition Badges.

Button Text Enter a name for the button that users click to give badges. The default text is Give.
The Give button is only available if the Give Recognition Badges in Lightning Communities
permission is turned on.

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Example: Sample Recognition Badges component

SEE ALSO:
Which Components Can I Use with Each Template?

Recommendations
The Recommendations component displays the popular files for your community. Popularity is determined by the number of people
who have recently viewed a file and whether the file includes text and is in a library.
The Recommendations component appears by default on the Resources page when a recommendation is available.
1. Select the Recommendations component.
2. In the property editor, configure properties for the component:

Property Details
Title Enter a title for the component. The default text is Popular Now.

Example: Sample Recommendations component

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SEE ALSO:
Which Components Can I Use with Each Template?

Recommendations Carousel
The Recommendations Carousel component displays the custom recommendations and system-generated topic recommendations
for your community.

Note: Before Winter ’18, this component was named Recommendations.

The Recommendations Carousel component appears on the page when a recommendation is available.
1. Select the Recommendations Carousel component.
2. In the property editor, configure properties for the component:

Property Details
Title Enter a title for the component. The default text is Recommended.

Recommendation Channel Choose the recommendation channel. The default is Default Channel. To display
recommendations that you created in a custom channel, choose that channel.
Use these channel values; you can’t rename or create other channels.

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Example: Sample Recommendations Carousel component

SEE ALSO:
Which Components Can I Use with Each Template?
Customize Recommendations in Communities

Record Banner
The Record Banner component shows the record name, key record highlights, and action buttons that allow users to edit or delete the
record.
Before Spring ’16, this component was named Record Headline. The Customer Service template supports a record detail page that you
can use out of the box with no configuration. All objects in your community without a preassigned record detail page use this generic
page, called Record Detail, to display record data. For example, consider the scenario where a user lands on a case detail page (that uses
a preassigned case detail layout) and clicks a contact in the related records. If you haven’t created a custom record detail page for contacts,
the contact information is displayed using the generic Record Detail page. Under the hood, the Record Detail page uses the Record
Banner component along with the Record Information Tabs component to display record data.
• You can use the Record Banner component on custom record detail pages that you create. We recommend using it with the Record
Information Tabs component.
• You can modify what fields display in the Record Banner component by customizing the Highlights Panel layout in the object’s
compact page layout.
• Community members with the necessary permissions can use the Edit and Delete buttons to modify or delete the record. These
buttons don’t display on mobile devices.

Note: For optimal appearance, choose a wide column width when placing this component on your community page.

1. From the Pages menu in Community Builder, select Record Detail or your custom record detail page.
2. Select the Record Banner component or drag the component from the Components panel to the page to add it.
3. In the property editor, configure properties for the component:

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Property Details
Record ID The ID of the record displayed. Typically, this field is automatically populated.

Example: Sample Record Banner component in the Customer Service template.

SEE ALSO:
Which Components Can I Use with Each Template?

Record Detail
Use this component to share record details in a community built using the Customer Service template.
Simply drag the Record Detail component on a record detail or a custom page in the community, and it populates with record information
stored in Salesforce. This component is a great way to share information with community members who need it most, like partners.
Users accessing the community on a mobile device have access to actions from the record detail page. For example, a partner user with
create and edit access to accounts can create accounts or update an account as needed.

Note: To display the record feed, use one the feed components with the feed publisher component. To show the related records,
use the Record Related List component. To show a combination of record details, related lists, and the record feed together, we
recommend using the composite Record Information Tabs component.
1. Select the Record Detail component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Record ID The record ID. Typically, this field automatically picks up the record ID when the page loads.

Example: Example of a Record Detail component on a community.

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Example of actions on a mobile device.

Record Information Tabs

The Record Information Tabs component shows detailed record information, lists of related records, and the record feed.
Before Spring ‘16, this component was called Record Information. The Record Information Tabs component uses the Record Detail Page
and the Record Banner component to display record data.

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• You can use the Record Information Tabs component on custom record detail pages that you create. We recommend using it with
the Record Banner component.
• You can modify what fields display in the Record Information Tabs component by customizing the object’s page layout.
• Related lists in the related tab show the number of related records in each list in parentheses. For example, if there are five related
contacts associated to an account, the related list shows Contacts (5). If there aren’t any related records, the list title shows (0).
• Community members with permissions can create new related records and send emails from the Related tab. They can also expand
related record lists to see a longer list. These details are displayed on the generic Record Related List page. Related records in the
related tab show the number of related records in parentheses.

Note: Emails are supported in accounts, contacts, leads, opportunities, and campaigns.

The Customer Service template supports a record detail page that you can use out of the box with no configuration. All objects in your
community without a preassigned record detail page use this generic page, called Record Detail, to display record data. For example,
consider the scenario where a user lands on a case detail page (that uses a preassigned case detail layout) and clicks a contact in the
related records. If you haven’t created a custom record detail page for contacts, the contact information is displayed using the generic
Record Detail page.
1. From the Pages menu in Community Builder, select Record Detail or your custom record detail page.
2. Select the Record Information Tabs component or drag the component from the Components panel to the page to add it.
3. In the property editor, configure properties for the component:

Property Details
Record ID The ID of the record. This value is automatically populated.

Details Tab Label Label for the tab that shows record details. The default label is Details.

Related Tab Label Label for the tab that shows lists of related records. The default label is Related.

Discussion Tab Label Label for the tab that shows the record feed. The default label is Discussions. This label is used
on mobile devices only.

Example: Sample Record Information Tabs component.

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SEE ALSO:
Which Components Can I Use with Each Template?

Record List
The Record List component shows a list of records on the Record List page. Users can view records, switch between record list views,
and create records directly from the list view. If a user doesn’t have access to a particular list view, they see the Recently Used list view
instead.

Note: Before Spring ‘16, this component was named Record List View.

When you create a custom navigation menu item using the Salesforce Object type, it automatically links to a page that displays a list of
the records for the selected object. The Customer Service template provides an out-of-the-box page to display such a list of records.
This generic page is called the Record List page. It’s used for all objects in your community that don’t have a custom page assigned to
them.
• The Record List component supports all Object Home page supported objects.
• You can use the Record List component on any page in your community. We recommend adding it to custom list views that you
create. You can also create a navigation menu item to link to that page with its internal page URL.
• The Record List component is available in three layouts—Full, Standard, and Compact—so you can choose the one that best meets
your needs. The compact layout is ideal for showing short lists of information in a narrow column or when displaying your community
on a mobile device. When a page using the full layout is viewed on a mobile device, the page automatically switches to the compact
layout.
• If there aren’t records to display for either a standard or compact list view, the component is hidden.
• View All on compact lists always redirects to the object home (for example, case list or account list), which can cause problems if
the full list for object home as been deleted. To avoid this and still use compact lists, create a standard page and add the compact
list there.
• Community members with the necessary permissions can use the New button on the component to create records.
• Community members can click to filter the list view or remove filters. They can also click to view related charts. These
buttons don’t display on mobile devices.
• Use search and quick filters to quickly find information you’re looking for in your current session.
• Share list views with groups to save them time or to highlight information.
• Related List row-level actions are not available on mobile for Lightning Communities.
1. Select the Record List component on the Record List page.
2. In the property editor, configure properties for the component:

Property Details
Number of Records The number of entries retrieved to show in the list view. The default is 25.
When the compact layout is selected, this is the number of records shown. If there are more
than 25 records, you click a link to see the full list of records. The maximum number of records
for the compact layout is 100.

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Property Details
When the full layout is selected, this is the number of records initially shown. As a user scrolls
down, more records are displayed. The maximum number of records per page for the full
layout is 100.

Layout Choose from full, standard, or compact layout. When choosing the layout, consider the
following:
• If using the full layout, we recommend that you don’t place a component below the
Record List component on the page.
– Full layout has a minimum height of 700 pixels. If you place a component below the
full layout of the Record List component, the Record List component can overlap with
the component below.
– Full layout uses infinite scrolling. If you reference an object that contains many records,
infinite scrolling can prevent community members from ever seeing the component
below the Record List component.

• Standard layout has some differences in display.

– Only the first four fields of the list view are displayed.
– When there is no data for the list view to display the Record List component are
hidden.

• Compact layout works in any size column. For full layout, use a column width of at least
50% of the page.

Page’s Object Name The Salesforce object whose records you want to show. The dropdown shows the supported
objects. The component supports all Object Home page objects. See .Objects Supported by
Out-of-the-Box Components and Pages in Community Templates

Page’s Filter Name The list view to show for the selected object. The dropdown shows only list views that are
valid for the object you select.

Example: Sample Record List component (Full layout):

Community members can:

• Use the menu (1) to change the list view.
• Use New (2) to create a record. A window pops up where a user can enter and save record details.

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• Use the buttons (3) to filter the list view or view related charts for your current session.

Note: Related Lists for Campaign members have quick filters to narrow your results for fast results, but the resulting
views can’t be saved or shared.

• Use search (4) to find items in long lists. Search works across all applicable fields for all the records in the list, even if specific
columns aren’t visible. However, certain fields aren’t searchable. Filter or sort on those fields instead.

Note: Search is available on desktop only.

• Share a view you’ve created with other people (5). They still need appropriate permissions to see the data.
Sample Record List component (Compact layout):

Sample Record List component (Standard layout):

SEE ALSO:
Which Components Can I Use with Each Template?
Objects Supported by Out-of-the-Box Components and Pages in Community Templates

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Record Related List

The Record Related List component shows a list of records that are related to a record. For example, if you’re looking at an account, you
can see a related list of contacts for that account. Use the Record Related List component on a record detail page or on a custom page
to show a list of related records. Members can create records from the list and from lookups.
When a user expands the list of related records, the Related Record List page is displayed, which uses the Record Related List component
under the hood. The component may occasionally be empty. For example, if there aren't any records related to the current record, or if
the current record was created in the last 24 hours, no related items populate the component.
1. Select the Record Related List component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Parent Record ID The ID of the parent record.

Related List Name Name of the related list.

Layout Design Layout width options to accommodate main body or narrow column placement of component.

Note: Related Lists for Campaign members have quick filters to narrow your results for fast results, but the resulting views
can’t be saved or shared.

Example: Sample Related Record List component:

Note: Record Related List row-level actions are not available on mobile for Lightning communities.

SEE ALSO:
Which Components Can I Use with Each Template?

Related List - Single

The Related List - Single component shows a list of related records based on one specific object. For example, if you’re looking at a
contact detail page, you can specify to see the cases related to that contact, without seeing all other types of related records. Use the
Related List - Single component on an object page or on a custom page to add specific, related information in context for the page.
Members can create records from the list and from lookups.

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To see all related records, use the Record Related List component. When a user expands a related record, the detail page is displayed,
which uses the Related List - Single component under the hood. The component may occasionally be empty. For example, if there aren't
any records related to the current record, or if the current record was created in the last 24 hours, no related items populate the component.
1. Add the Related List - Single component to the page and select it.
2. In the property editor, configure properties for the component:

Property Details
Related List The specific record type to retrieve and display for the page context.

Layout Design Layout width options to accommodate main body or narrow column placement of your
component.

Change Related List Format presentation options for items in the list.
Display

Example: Sample Related List - Single component:

Note: Row-level actions are not available on mobile for Lightning communities.

Related Articles List

The Related Articles List component displays the articles related to the article the user is viewing.
In the Page Editor, you can configure the Related Articles List component on the Article Detail page.
The component may occasionally be empty. For example, if there aren't any articles related to the current article, or if the current article
was published in the last 24 hours, no related items populate the component.
1. Select the Related Articles List component.
2. In the property editor, configure properties for the component:

Property Details
Number of Articles Enter the maximum number of articles to display in the list. You can display up to 10 articles.
The default value is 5.

Title Enter a title for the list of related articles. The default text is Related Articles.

Show Views Select to show the number of times an article is viewed . Clear to hide the view count.

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Example: Sample Related Articles List component:

SEE ALSO:
Which Components Can I Use with Each Template?

Related Questions List

The Related Questions List component displays the questions related to the question the user is viewing.
In the Page Editor, you can configure the Related Questions List component on the Question Detail page. To use this component, your
community must have a best answer for at least one question. The component may occasionally be empty. For example, if there aren't
any questions related to the current question, or if the current question was asked in the last 24 hours, no related items populate the
component.
1. Select the Related Questions List component.
2. In the property editor, configure properties for the component:

Property Details
Number of Questions Enter the maximum number of questions to display in the list. You can display up to 10
questions. The default value is 5.

Title Enter a title for the list of related questions. The default text is Related Questions.

Show Views Select to show the number of times a question is viewed, liked, or commented on, . Clear
to hide the view count.

Example: Sample Related Questions List component:

SEE ALSO:
Which Components Can I Use with Each Template?

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Related Topics List

The Related Topics List component displays the topics related to the topic being viewed by the user.

Note: Before Spring ‘16, this component was named Related Topics.

In the Page Editor, you can configure the Related Topics List component on the Topics View page.
1. Select the Related Topics List component.
2. In the property editor, configure properties for the component:

Property Details
Title Enter a title for the list of related topics. The default text is Related Topics List.

Topic ID This field populates dynamically with the topic ID.

Show the number of Shows the number of people who are using the topic.
people using the Topic

Example: Sample Related Topics List component:

SEE ALSO:
Which Components Can I Use with Each Template?

Report Chart
Use the Report Chart component to drag and drop reports you set up in your Salesforce org’s public folder to your community's pages.
When you click a report, you see the Report Detail page, which shows the Report Summary component. The report summary includes
details from the source report in Salesforce.

Note: Only reports with a chart populate in the drop-down list in the report’s properties.

1. Select the Report Chart component in the page you’re configuring.

2. In the property editor, configure properties for the component:

Property Details
Report Name Reports with charts, available for use in the community.

Filter By Setting a filter on the report chart data is supported only for record pages. If you set a filter
option, the Report Chart component displays only that filtered data to users.

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Property Details
Refresh Time (Minutes) The number of minutes between each report refresh.

Show report name Adds the report name to the community page.

Show refresh button Shows a refresh button, so users can refresh the chart.

Example: Report Chart component:

Report List
The Report List component lets users view reports in list form.
The report list can be filtered with these criteria:
• Recent
• Created by Me
• Private Reports
• Public Reports
• All Reports
In addition, users have access to report folders. Folders include:
• Created by Me
• Shared with Me
• All Folders
The Report List component doesn’t have any editable properties.

Note: The Report List component can only be used on the Report List page.

Report Summary
The Report Summary component lets users see a snapshot of the report details from the source report.
Use the Report Summary component on the Report Detail page to see a report’s details. Using the component, members can see a
report chart, filter data, see the feed, refresh the report, or change its settings. Members with sufficient permissions can also clone, save,
export, or subscribe to the report.

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1. Select the Report Summary component in the Report Detail page.

2. In the property editor, configure properties for the component:

Property Details
Report Id This field autopopulates with the record ID of the report.

Reputation Leaderboard
The Reputation Leaderboard component displays a list of community members with the highest reputation points.
In the Page Editor, you can configure the Reputation Leaderboard component on the Home page.
1. Select the Reputation Leaderboard component.
2. In the property editor, configure properties for the component:

Property Details
Title Enter a title for the reputation leaderboard. The default text is Leaderboard.

Number of Users Enter the maximum number of users to display. You can display up to 10. The default is 5.

Show user rank Displays the ranks of the users shown in the leaderboard.

Show logged-in user • If the logged-in user doesn’t rank on the leaderboard, a row for the user appears at the
bottom of the leaderboard.
• If the logged-in user ranks on the leaderboard, AND the Show User Rank checkbox is
selected, AND Knowledge and Points or Knowledge and Last Active
is displayed, the user sees a message about their ranking. For example, “Congratulations!
You rank #2.”

Show help bubble Displays a question mark icon at the top of the leaderboard that a user can hover over to get
more info.

Exclude internal users Excludes internal users from the leaderboard.

Help Bubble Text Enter the message that appears when a user hovers over the question mark icon. The message
can be up to 500 characters. The default text is Earn points and climb to new
levels when you contribute in the community!

Display Users’: Determines what information about a user shows in the leaderboard. Options include:
• Levels and Points—Shows a user’s reputation level and total number of reputation points.
• Knowledge and Points—Shows a user’s total number of reputation points and topics that
they’re knowledgeable about.
• Knowledge and Last Active—Shows topics a user is knowledgeable about and when the
user was last active.

Topic Knowledge Label When Knowledge is shown in the leaderboard, this text appears before the topics a user is
(Up to 20 chars.) knowledgeable about. The default text is Knows about. For example, if a user is
knowledgeable about backpacks, their leaderboard entry would say “Knows about: Backpacks.”

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Example: Sample Reputation Leaderboard component:

Level and Points Topics and Points Topics and Last Active

SEE ALSO:
Which Components Can I Use with Each Template?

Rich Content Editor

The Rich Content Editor component lets you add formatted custom text to your community pages,
EDITIONS
along with images and videos.
If you prefer to create and edit your content in HTML, use the HTML Editor component. Available in: Salesforce
Classic (not available in all
1. In Community Builder, drag the Rich Content Editor component from the Components panel
orgs) and Lightning
onto the page.
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

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2. Add and format text (1), and add links (2), images (3), and YouTube or Vimeo videos (4) directly in the editor.

When you add an image to your community for the first time, an asset file is automatically created and stored in the Org Asset Library.

Note: If public access is enabled in Community Builder at the page or community level, the Let guest users view asset files
on public and login pages preference is enabled in Administration > Preferences. This preference remains enabled as
long as any page has public access enabled. If you upload images for use on community login pages, be sure that this preference
is enabled.
Images and videos are supported only in Rich Content Editor components that were added after the Spring ’16 release.

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Example: Sample YouTube video in the Rich Content Editor component:

SEE ALSO:
Find and Create Asset Files in Community Builder
HTML Editor

Scroll To
Custom code on the Profile page in the Customer Service template lets users scroll to the selected component from a user’s profile page.
This saves a mobile user from having to scroll to a profile component that isn’t visible on his or her device.
1. On the Profile page, right-click the area of custom code below the User Profile Header, and click Edit.
2. In the Edit Code page, you can change the labels that let mobile users navigate in their profile.

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Example: Sample Scroll To component:

SEE ALSO:
Which Components Can I Use with Each Template?

Search
The Search component lets users search articles within the context of the page they’re viewing.
When a user types in the search text box, the system returns suggested articles and search strings that match the characters typed in
the search box.
1. Select the Search component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Placeholder Text Enter the text that appears in the search bar. The default value is What would you
like to know?

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Property Details
Category Name The top-level category that contains the subcategories for articles is automatically set using
an expression that uses the top-level category you specified in the template’s Custom
Properties.

Max Number of Auto Select the number of search queries to return per match.
Query Suggestions

Max Number of Article Select the number of articles to return per match.
Title Match Results

Example: Sample Search component:

SEE ALSO:
Which Components Can I Use with Each Template?

Search & Post Publisher

The Search & Post Publisher component lets your users search for articles, discussions, and any object available to your community
members and made searchable. It also lets users ask questions or contact support when they can’t find the information they’re looking
for.
Autocomplete search results are based on whether the discussion, article title, or record 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?” The results for “backpack” could include an article titled “Backpacking Tips.” When a user
performs a full search by clicking Search, the search engine also scans question descriptions and article text for matching terms.
Customize the Search & Post Publisher to meet the needs of your community. Turn on autocomplete search to suggest search results
to users, add a footer so that users can contact support if they can’t find what they’re looking for, and customize the post publisher for
when users post questions to the community.
1. Select the Search & Post Publisher component in the page you’re configuring.

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2. In the property editor, configure properties for the component:

Property Details
Autocomplete Search Click to expand the section with autocomplete search properties.

Placeholder Text for Specify the text that appears in the search box. The default text is Search...
Search Field

Use autocomplete in Select this option to let users see suggested search results as they enter search terms.
searches

Show autocomplete Select this option to display suggested search results in one list as a community member
results in one list enters search terms. Otherwise, the suggested results are shown in tabs.

Note: This option must be enabled if you want autocomplete search results that can
be sorted by relevance.

Maximum Autocomplete Enter the maximum number of suggested results displayed on each tab during a search. The
Results default is 6. An equal number of questions, articles, and objects is displayed in the combined
results tab, but if there aren’t enough of one type of result, additional results of the other type
are displayed to reach the maximum. This functionality is available only in the Winter ’16 and
later versions of community templates.

Show Discussions By default, articles appear above questions in the combined search results, and the article
results before results tab precedes the question results tab. Select this option to display questions before
Articles articles and to switch the tab order. This functionality is available only in the Winter ’16 and
later versions of community templates.

Autocomplete Results: Sort by Click to expand the section that allows you to add searchable Salesforce objects to
Relevance autocomplete results and have results sort by relevance.

Objeccts in Click Add to add searchable Salesforce objects to your community’s autocomplete results.
Autocomplete Results

Autocomplete Results: Group by Click to expand the section with that allows you to set grouping by object for autocomplete
Object results.

All Results Label Enter the name of the search results tab that displays results from all the searchable articles,
discussions, and objects in the community. The default text is All. This functionality is
available only in the Winter ’16 and later versions of community templates.

Article Results Label Enter the name of the search results tab that displays articles only. The default text is
Articles. This functionality is available only in the Winter ’16 and later versions of
community templates.

Discussion Results Enter the name of the search results tab that displays discussions only. The default text is
Label Discussions. This functionality is available only in the Winter ’16 and later versions of community
templates.

Ask Community Click to expand the section with properties regarding asking the community.

Show footer during Select this option to display the footer giving members an option to ask the community a
search question.

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Property Details
Post to Ask the Enter the text that invites users to post a question to the community or to customer support.
Community The default text is: Don't see what you're looking for?.

Create Your Question Enter the text that users click to ask a question. The default text is: Ask a question.
Prompt

Create Your Sign-In Enter the text that directs users to a login page before they ask a question. The default text
Prompt is: Sign in to ask a question.

Post to Publisher Click to expand the section with posting properties.

Discussion Publisher Enter the title of the modal window that members use to post questions.
Title

Select Navigational Enter the text that lets users pick a navigational topic for their question. The default text is:
Topic Destination Post to a navigational topic.

Post To Topic Enter the text that appears before the navigational topic name that the user chooses. For
example, if a user posts a question to Coffee, the onscreen text says Post to Coffee.

Topic Required Label Enter the text that shows that selecting a topic is required.

Allow file attachments Select this option to let users attach a file to a question.

Contact Support Click to expand the section with properties regarding contacting support.

Let members contact Select this option to let users contact customer support to create a case.
support

Create Support Case Enter the text to display for the option to create a case. The default text is Contact Support.
Label

Create Private Support Enter the text to display for the option to contact support in a private message. The default
Case Label text is Private.

Case Action Name Enter the name of the action that creates new cases. Use the action layout editor to specify
which fields to include in the layout. You also need to include this action in the Web-to-Case
settings. For more information on quick actions and Web-to-Case, see the Salesforce Help.

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Example: Sample Search Publisher component:

SEE ALSO:
Which Components Can I Use with Each Template?

Search Results
The Search Results component lets community users view tabbed lists of articles and discussions that are returned from selecting a topic
or typing a string in the Search Publisher.

Note: Before Spring ‘16, this component was named Results List.

1. Select the Search Results component in the page you’re configuring.

2. In the property editor, configure properties for the component:

Property Details
Articles Tab Label Enter the text that appears on the tab that users select to view the list of returned articles. The
default text is Articles.

Discussions Tab Label Enter the text that appears on the tab that users can select to view the list of returned
discussions. The default text is Discussions.

Topic ID The expression in the Topic ID field uses the topic ID that the user selects when filtering
by topic.

Search Term The expression returns results based on the text users enter when typing their search queries.

Active Tab Specify which tab you want to appear as selected with its contents exposed, when the page
loads. The expression retrieves the parameter from the query string in the URL for the page.

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Property Details
Type articles to display the article search results first or discussions to display the
contents of the discussion search results first.

Number of Articles Specify the maximum number of articles to display in the component.

Show Article Tab Select this checkbox if you have Salesforce Knowledge enabled and want community members
to search for and view articles.

Important: For articles to show up in the Search Results component, they must be associated with a topic. Moreover, the
community language and article language must match.

Example: Sample Search Results component:

SEE ALSO:
Which Components Can I Use with Each Template?

Set Case Status Button

The Set Case Status Button component lets users click a button to mark a case as resolved and close it.

Note: Before Spring ‘16, this component was named Case Status Button.

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1. Select the Set Case Status Button component in the page you’re configuring.
2. Configure properties for the component in the property editor:

Property Details
Case ID Leave the default query string for the unless you plan to customize the component and add
your own query string. The system uses the query string in this field to return the Case ID.

Active Status Label Enter the text that appears on the button when the case is still open. For example, the button
can be labeled Close Case or Resolve Case.

Inactive Status Label Enter the text that appears on the button when the case is closed. For example, the button
can be labeled Re-Open Case.

Example: Sample Set Case Status Button component:

SEE ALSO:
Which Components Can I Use with Each Template?

Snap-Ins Appointment Management

The Snap-ins Appointment Management component allows users to schedule, modify, or cancel an appointment.

Important:
• Make sure to set up Field Service and Lightning Flows, and to install the Field Service Lightning managed package before
adding this component to your community pages.
• Remove the Snap-ins Chat component from the community pages where you want to use this component. You can use one
Snap-ins component per page.

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1. Select the Snap-ins Appointment Management component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Snap-Ins Deployment Select a Snap-ins Appointment Management deployment.

Logged In Button Label Enter a label for the snap-in when users are logged in. The default
label is Book Appointment.

Logged Out Button Label Enter a label for the snap-in when users aren’t logged in. The
default label is Log In and Book Appointment.

Button Loading Message Enter a label for the snap-in when the flow is loading. The default
label is Loading....

Snap-Ins Chat
The Snap-ins Chat component allows users to request a chat with a support agent.

Important:
• Make sure to set up Live Agent and Snap-ins Chat before adding this component to your community pages. For help, see “Set
Up Snap-ins Chat for Your Website” in the Salesforce help.
• Remove existing Live Agent buttons from the community pages where you want to use the Snap-ins Chat component. If you
don’t remove Live Agent buttons, the component doesn’t work.

1. Select the Snap-ins Chat component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Chat Deployment Select a Snap-ins Chat deployment.

Display Chat Button Display the chat button to users.

Fill in Pre-Chat Fields When selected, the name and email fields on your pre-chat form
are pre-populated for logged-in users.

Button Label Enter a label for the chat button. The user sees this before they
start a chat. The default label is Chat with an Expert.

Offline Button Label Enter a label for the chat button when there are no support
agents available to chat. The default label is Agent Offline.

Offline Support Button Label Enter a label for the chat button when there are no support
agents available to chat, and your Snap-ins deployment has
offline support enabled. Offline support lets you present a
web-to-case form inside the snap-in when agents are offline.
The default label is Contact Us.

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Property Details
Chat Waiting Message Enter a label for the chat button when a chat has been requested
and is waiting for an agent. The default label is Loading.....

Chat Waiting Background Image URL Enter a URL for an image to display in the chat window when a
chat is waiting for an agent.

Agent Avatar Image URL Enter a URL for an agent avatar image to display in the chat
window. This avatar applies to all agents taking chats from this
button. We recommend using an image no larger than 40x40
pixels

Pre-Chat Background Image URL Enter a URL for a banner image to display in the chat window
while the user fills out the pre-chat form.

Company Logo URL Enter a URL for a logo to display in the minimized chat window
when a chat is waiting for an agent. We recommend using an
image no larger than 25x25 pixels.

Routing Order Enter IDs for userId, buttonId, or userId_buttonId,

separated by commas. This field sets a routing order to agents
and chat buttons for the Snap-ins Deployment that overrides
the assigned Live Agent chat button..

External Scripts Enter the static resource name for the externals script(s) used to
create custom chat events. Use the name of the static resource
object, like CustomEvent, instead of the name of the file itself.

External Styles Enter the static resource name for the external style(s) used to
create custom chat events. Use the name of the static resource
object, like CustomStyles, instead of the name of the file
itself.

Stream Detail
The Stream Detail component is available to repair the Stream Detail page in the event its Stream Detail component is mistakenly
removed.
1. In the Community Builder, select the Stream Detail component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Stream ID Stream ID has a default variable value that gets the ID of whatever stream was selected on
the Stream List page. We recommend that you leave this value at its default, {!recordId}.
Changing this value fixes the display to one stream that only one community member has
access to. That is, the member who created the stream with the fixed ID you enter here.

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Stream List
The Stream List component is available to repair the Stream List page in the event its Stream List component is mistakenly removed.
The Stream List component has no properties.

Survey
Use the Survey component to embed active surveys into your community’s pages.
1. In the page that you’re configuring, select the Survey component.
2. In the property editor, configure properties for the component:

Property Details
Survey Name Select an active survey.

Example: Sample Survey component:

Tabs
Use the Tabs component in the Customer Service to group other components in a set of customizable tabs for structure. Add as many
tabs as you need and whatever components you want. You can rename and reorder the tabs, and choose whether to show or hide
individual tabs to guest users in the community.
1. Add the Tabs component to a page or select it on the page you’re configuring.
2. In the property editor, configure the component.
• To add another tab, click Add Tab.

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• To rename a tab or set its public availability, select the tab. To make that tab available to guest users in the community, select
Publicly available. If no tabs are publicly available, the entire Tabs component is hidden from guest users.
• To reorder a tab, drag the tile to the correct position.

3. Add the components you need to each tab.

Note: You can’t add a Tabs component to another Tabs component.

Example: Sample Tabs component with two renamed tabs—Featured Topics and My Feed:

SEE ALSO:
Which Components Can I Use with Each Template?

Tile Menu (Beta)

Use the Tile Menu component in Community Builder to add an intuitive and visually stunning navigation experience in Customer Account
Portals.

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Customers using the Tile Menu can use images to access an external site, community page, record, or global action. For example, clicking
an image takes a customer to a page to log a case or file a claim. You can set up a maximum of eight image-link combinations per Tile
Menu component.

Note: The Tile Menu component isn’t currently available for use in packageable Bolt Solutions.

When setting up the tile menu, consider the following:

To create or modify tile menu items:
1. Select the Tile Menu component in the page you’re configuring.
2. In the property editor, click Edit Tile Menu.
In the menu editor overlay, you can edit or delete existing menu items, or add new ones.

3. To add a menu item:

a. Click Add Link.
b. Enter the name you want to use in the tile menu for this item in Text.
c. Upload the image you want to associate to your link. When using the component in a full size column, we recommend JPG
images that are 125 pixels high and up to 247 pixels wide. If you’re using the component in any other column width, we
recommend JPG images that are 125 pixels high and 336 pixels wide.
d. Select the type of item you’re navigating to.
Options include:
• Community Page—Links to a page inside your community using a relative URL. For example, /contactsupport.
• External URL—Links to a URL outside of your community. For example, http://www.salesforce.com.
• Global Action—Adds a global action to your image.
• Salesforce Object—Available objects include accounts, cases, campaigns, contracts, contacts, dashboards, groups, leads,
opportunities, orders, price books, products, quotes, reports, tasks, work orders, and any custom objects.

e. Complete the fields based on the type you selected.

• If you select Community Page, use the drop-down to select the community page you want to link to. The URL field
automatically populates the relative URL for the page based on your selection.
• If you select External URL, enter the fully qualified URL. To keep navigation within your community, select the Open link
in the same tab checkbox.
• If you select Global Action, select the action to associate with the image.
• If you select Salesforce Object, select the default list view to show.
• Select Publicly available if you want the tile menu item to show for guest users that aren’t members of the community.

Note: Make the images in the tile menu viewable by community users, enable Let guest users view asset files on
public and login pages in Workspaces > Administration. Then, give read access to Documents.

4. To move an item, click and drag the item to where you want it to appear in the menu.
5. To delete a menu item, hover over or click the item and click .
6. Save your changes.
If your community is already active, you see a Publish button. When you click this button, your new tile menu changes are
immediately visible to community members.

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Note: When using Translation Workbench to translate text in the Tile Menu, select Navigation Menu Item as your Setup
Component.

Example: Example of a tile

menu.

Toggle Button
The Toggle Button component lets users display or collapse the left navigation menu for mobile devices and tablets. It doesn’t appear
in the desktop view.
You can find the Toggle Button component in the template header.
1. Select the Toggle Button component in the page you’re configuring.
There are no properties to set for this component.

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Example: Sample Toggle Button component:

SEE ALSO:
Which Components Can I Use with Each Template?

Top Article by Topic

Give your customers more direction when they’re browsing your knowledge articles. Using the Top Articles by Topic component, you
can organize topics in one view. Articles populate under the topics, ranked by view count.
1. Select the Top Articles by Topic component.
2. In the property editor, configure the component.
• To add another topic, click Add.
• To set a topic’s public availability, select the topic. To make that tab available to guest users in the community, select Publicly
available.
• To reorder topics, drag the tile to the correct position.
• Indicate the number of articles to list under each topic (maximum 10).

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Note: If you delete a topic from a community, but have it referenced in the Top Articles by Topic component, the topic name
won’t show. The articles, however, are listed under a blank topic name. To not see the article list, delete the topic name from
the Top Articles by Topic component as well.

Example: Top Articles by Topic component in use:

Topic Catalog
The Topic Catalog component lets community members see a full listing of navigational parent and subtopics you have set up for the
community in one convenient location.
The following is the maximum number of navigational topics and subtopics you can have in a Customer Service community template.

Level Maximum Number of Entries

One (parent) 25

Two (subtopic) 10

Three (subtopic) 10

Note: The topic catalog shows only navigational topics and subtopics, and is only visible after you set them up.

1. Edit the Navigation Menu component in your community (typically, on the home page).
2. Select Add the “More Topics...” link.

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Example: When community members can click More Topics link from the Topics list in the navigation menu, they see the
topic catalog.

SEE ALSO:
Which Components Can I Use with Each Template?

Topic Description
The Topic Description component is used on the Topic Detail page in the Customer Service community template. It shows the topic’s
description as entered in Community Management.
1. Select the Topic Description component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Topic ID The system supplies this value, and populates the component with the description tied to
the topic shown on the topic detail page.

Title Enter text for the title. The default text is Description.

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Example: Sample Topic Description component.

SEE ALSO:
Which Components Can I Use with Each Template?

Topic Metrics
The Topic Metrics component lets users see how often community members use a topic.
You can show the number of posts, articles, and followers that a topic has, and how many people have used the topic in the last 60 days.
Use the Topic Metrics component on the Topic Detail page.
1. Select the Topic Metrics component on the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Show Posts Enable this setting to show the number of posts tagged with the topic.

Show Articles Enable this setting to show the number of articles tagged with the topic.

Show Followers Enable this setting to show the number of people following the topic.

Show how many people Enable this setting to show how many community members have used the topic in the past
used the topic in the 60 days.
last 60 days.

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Property Details
Topic ID This field populates dynamically with the topic ID.

Topics
The Topics component allows your community members to add topics to records to organize them by theme.
Add the topics component to record detail pages for objects that have topics enabled.
1. Select the Topics component.
2. In the property editor, configure properties for the component:

Property Details
Record ID The record ID. Typically, this field populates when the page loads.

Title Enter a title for the component. The default text is Topics.

Placeholder Text Enter placeholder text that appears in the topic editor to encourage members to enter topic
names. The default text is Type a topic name and press Enter.

Number of Topics Shown Enter the number of topics to show before the Show More link appears. The default number
is 10.

Example: Sample Topics component

Totals
The Totals component displays count summaries related to the community group, such as number of posts, members, and likes.
The Totals component displays as Summary on a page. It is visible only to users who have reporting permissions in orgs that have group
engagement. You can also choose to make the component visible only to group managers.
1. Select the Totals component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Group ID The group’s ID. Typically, this field is populated when the page loads.

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Example:

Trending Articles
The Trending Articles component displays the most popular articles in your community. You can display them sorted by category or
just display the top articles regardless of category.
An article’s popularity is based on the number of recent views. You can specify two different display options for this component:
• A two-column list of the top trending articles for the community.
• Two or more columns of trending articles sorted by data category. When a data category doesn’t have any articles that are trending,
it doesn’t appear in the list.
1. Select the Trending Articles component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Category Name The top-level category that contains the subcategories for articles is automatically set using
an expression that uses the top-level category you specified in the template’s Custom
Properties.

Number of Articles Enter the maximum number of articles to display in the component. If you are using the
two-column view with images, this will be the total number of articles that appear in the
component. If you choose to display articles by data category, this will be the number of
articles per child category.

Number of Categories Enter the maximum number of categories to display in the component. This value controls
whether the trending articles are organized by category or not:
• To view a list of trending articles that isn’t organized by categories, type 0 in the field.
• To view trending articles organized by data category, specify the number of categories
to display.

Note: If you specify a parent category that has no children, the component will display
the trending articles without categories even if you specify a number in this field.

Title Enter a title for the component. The default text is Trending.

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Example: Sample Trending Articles component:

SEE ALSO:
Which Components Can I Use with Each Template?

Trending Articles by Topic

The Trending Articles by Topic component displays the most popular articles in your community organized by topic.

Note: Before Spring ‘16, this component was named Topic Trending Articles.

The topicID attribute is optional. If it’s not set, then trending articles scoped by all managed topics appear in the component. An article’s
popularity is based on the number of recent views.
1. Select the Trending Articles by Topic component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Title Enter the text that is the title for the component. The default text is Trending Articles.

Number of Articles Enter the maximum number of trending articles to display.

Topic ID The expression in the field uses the ID from the topic that the user selects to display the list
of articles. To display articles from all managed topics, leave this field blank.

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Example: Sample Trending Articles by Topic component:

SEE ALSO:
Which Components Can I Use with Each Template?

Trending Topics
The Trending Topics component displays the popular topics in your community.
In the Page Editor, you can configure the Trending Topics component on the Home page.
1. Select the Trending Topics component.
2. In the property editor, configure properties for the component:

Property Details
Title Enter a title for the list of trending topics. The default text is Trending Topics.

Number of Topics Enter the number of trending topics to display. You can display a maximum of five topics at
a time.

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Example: Sample Trending Topics component:

SEE ALSO:
Which Components Can I Use with Each Template?

Unanswered Questions
The Unanswered Questions component lets users see the most viewed unanswered questions in a community. The component shows
the top unanswered questions based on the view count across the community. As questions are answered, they are removed from view.
1. Select the Unanswered Questions component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Title The title of the component. The default text is Do you have the answer?.

Number of Questions Enter the number of questions to show on the list. The default is 5.

Show views Show the number of times the question has been viewed by users.

User Profile
The User Profile component shows detailed information for a user, including contact information, profile photo, Chatter statistics, topics
the user is knowledgeable about, who the user is following, and the user’s followers.
The User Profile component uses a two-column layout by default. Profile details and the profile image are always shown, but you choose
if you want to show related lists, Chatter statistics, and Knowledgeable About. You can also customize labels.
The layout of the component also makes it ideal for viewing your community on a mobile device. When viewed on a mobile device or
tablet, the component uses a single column layout that includes four tabs: Feed, Cases, Details, and Related. The Cases tab is only visible
when a user views their own profile. You can edit all tab labels.
If nickname display is enabled for the community, the nickname is shown in place of the full name when a user views another user’s
profile. The full name is shown when a user views their own profile.
If you prefer to use a different layout or want more granular control over the placement of user profile content, create a custom community
page and use the User Profile Summary, User Profile Tabs, User Profile Statistics, User Profile Knowledgeable About, and User Profile
Related List components.
1. Select the User Profile component in the page you’re configuring.
2. Select the Properties pane to view properties for the component:

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Property Details
User ID The system supplies this value so that authenticated users can view their own information.
Don’t update this field.

Show All Updates as When this box is selected, the feed automatically defaults to the All Feeds filter. If it isn't
the Default Feeds selected, the feed defaults to the Posts Created by this User filter.
Filter

Show Influence Determines if the user’s Chatter statistics are shown. Statistics include number of posts and
comments, likes received, followers, and people they’re following.

Influence Label Enter a title for the Influence list. The default text is Influence.

Show Knowledgeable Determines if the Knowledgeable About list is shown.

About

Knowledgeable About Enter a title for the Knowledgeable About list. The default text is Knowledgeable About.
Label

Maximum Topics in Enter the maximum number of topics listed for each user in the Knowledgeable About list,
Knowledgeable About up to a limit of 10.
Displayed (up to 10)

Show Recognition Determines if the Recognition Badges card is shown.

Badges

Recognition Badges Enter a title for the Recognition Badges card. The default text is Recognition Badges.
Label

Button Text Enter the text you want to display on the button for awarding badges to other users. The
default text is Give.

Show Related Lists Determines if related lists are shown. Related lists can include Followers, Following, Groups,
and Files.

Feed Tab Label Enter the text you want to display on the tab that users select to view a user’s Chatter feed.
The default text is Feed.

Cases Tab Label Enter the text you want to display on the tab that users select to view their cases. This only
displays for users on their own profile. The default text is Cases.

Cases Tab Header Label Enter the text for the label that appears at the top of the list of cases. The default for this field
is My Cases.

Case Filter Name or ID Enter the name of the list view that displays cases.

Create Case Label Enter the text you’d like to display on the button that users can click to create a case. The
default text is Create Case.

Record Details Tab Determines if a tab appears for the record details. Record details include profile details,
Label (Mobile only) Knowledgeable About, and Influence. The tab label is Details. Available only when a
community is viewed on a mobile device.

Related Records Tab Determines if a tab appears for related records, such as Groups, Files, Followers, and Following.
Label (Mobile only) The tab label is Related. Available only when a community is viewed on a mobile device.

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Example: Sample User Profile component

SEE ALSO:
Which Components Can I Use with Each Template?

User Profile Detail

The User Profile Detail component shows details about a user including contact information, profile photo, Chatter statistics, and topics
the user is knowledgeable about. On other users’ profiles, it also shows a Follow button.

Note: Before Spring ‘16, this component was named User Profile Body.

Chatter statistics for the community include number of posts and comments, likes received, followers, and people the user is following.
Knowledgeable About shows top topics that people know about, so the community can quickly see areas of expertise. Topic knowledge
is calculated based on factors such as best answers, mentions, or likes on questions and posts.

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If nickname display is enabled for the community, the nickname is shown in place of the full name when a user views another user’s
profile. The full name is shown when a user views their own profile.
1. Select the User Profile Detail component in the page you’re configuring.
2. To view properties for the component, select the Properties pane:

Property Details
User ID The system supplies this value so that authenticated users can view their own information.
Don’t update this field.

Show Knowledgeable Determines if the Knowledgeable About list is shown.

About

Title Enter a title for the component. The default text is Knowledgeable About.

Maximum Topics Enter the maximum number of topics listed for each user, up to a limit of 10.
Displayed

Example: Sample User Profile Detail component:

By default, all the information in a user’s profile is visible to all users in the community, including to unlicensed guest users accessing
the community. To limit access to members’ information, use a custom user profile page layout and hide fields that reveal sensitive
information, such as phone, email, title, and manager.

Note: Showing many user fields in a custom layout affects the performance of the profile view. We recommend showing no
more than 8 fields.
Similarly, consider modifying the fields for unlicensed guest user profiles to show only the necessary information. For example, you could
hide the manager field. For detailed instructions on customizing page layouts, see the Salesforce online help.

Add Actions to Your User Profile

There are five available actions that can be added to a User Profile component in your community. These actions include: Freeze, Follow,
Edit, Message, and Give Badge.

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Note: Only the Follow action is turned on by default.

To modify your user profile actions in Lightning Experience,

1. Access the Salesforce Setup menu.
2. Go to Object Manager and select Users.
3. Click User Page Layouts.
4. On the Mobile and Lightning Actions tab, choose which buttons to display by dragging them into the Salesforce Mobile and
Lightning Experience Actions section.
5. Save your layout.
Actions appear in a dropdown on the User Profile component and are displayed in the order you add them to the layout.

User Profile Image

The User Profile Image component displays the user’s reputation level, reputation points, and profile photo.

Note: Before Spring ‘16, this component was named User Profile Header.

You can find the user profile image component in the Profile page. This component allows users to upload their profile photos in the
community.

Note: The user’s reputation level and points display only if reputation is enabled in the community.

1. Select the User Profile Image component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
User ID The system supplies this value so that authenticated users can view their own information.
Don’t update this field.

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Example: Sample User Profile Image component:

SEE ALSO:
Which Components Can I Use with Each Template?

User Profile Knows About

Allow community members to endorse and recognize experts using the widget directly on a member’s profile page.
Once you have enabled Knowledgeable People, community members can endorse one another directly on their community's user
profile page. The user profile page also displays all the topics the community member is knowledgeable about, and the number of
endorsements received for each topic. Community members aren’t able to endorse themselves on any topics.
Community members endorse one-another on existing topics, and they can use the component to enter new topics for endorsements.
The component shows the number of endorsements members have for each topic they know about. Clicking the thumbs up buttons
adds or removes endorsements, based on whether the member has been endorsed or not.

Note: Before Summer `16, this component was named Knowledgeable About. The component name for communities built
before Summer `16 remains Knowledgeable About.
1. Do one of the following:
• To display the Knows About list within the User Profile component, select that component.
• To display the list elsewhere on the profile page, drag the User Profile Knows About component to the desired location.

2. In the property editor, configure properties for the component:

Property Details
User ID The user profile ID. Typically, this field is automatically populated with the record ID when the
page loads.

Title Enter a title for the component. The default text is Knows About.

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Property Details
Maximum Topics Enter the maximum number of topics listed for each user, up to a limit of 10.
Displayed

Note: Community members can’t opt out of being shown as knowledgeable about specific topics.

Example:

SEE ALSO:
Which Components Can I Use with Each Template?

User Profile Related List

The User Profile Related List component shows lists of a user’s files, groups, followers, and who they’re following.
Add the User Profile Related List component to the User Profile page to show a user’s related lists. Users can view full details for a related
list by clicking View All at the bottom of the list. On the Files related list, users can click to upload a file.
You can customize which related lists are visible in your community by editing the User Profile page layout.
1. Select the User Profile Related List component.
2. In the property editor, configure properties for the component:

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Property Details
User ID The system supplies this value. Don’t update this field.

Example: Sample User Profile Related List component

SEE ALSO:
Which Components Can I Use with Each Template?

User Profile Menu

The User Profile Menu component displays a user’s name (or nickname) and profile picture. It also displays a dropdown from which users
can navigate to their profile, open a case, access their locale and email notification settings, and log out. External users can also access
and manage their account. If the user isn’t logged in, a Login button appears in the header.

Important: The User Profile Menu component replaces the Profile Header component in communities based on Winter ’18 and
later versions of Lightning community templates.
Users can’t customize the profile photo functionality in the profile menu. Instead, they edit all profile information from the profile details
page.

Note: If displaying a nickname is enabled in the community, this component shows the nickname instead of the user’s name.
The user’s reputation level displays only if reputation is enabled in the community.
1. In the page you’re configuring, select the User Profile Menu component.

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2. In the property editor, configure properties for the component:

Property Details
Case Filter Name or ID The name or ID of the list view that displays the user’s cases. This value is used throughout
the community to display the user’s list of cases.

Note: By default, the template uses the AllOpenCases view, which lets users view any
open cases that they have permission to see. Configure sharing to ensure that users
see only cases that belong to them. Alternatively, you can use another pre-defined list
view or create a custom list view.

Include Contact Select to include the option to contact an agent from the profile.
Support

Home Label Enter the text shown for the link to the community home page from the user navigation
menu. The default is Home.

Include My Messages Include a My Messages link in the profile menu, which shows the number of unread messages
in the menu and opens the Messages page when clicked.

My Profile Label Enter the text shown to indicate a user’s profile. The default is My Profile.

Contact Support Label Enter the text for the link to the page where the user can open a case. The default is Contact
Support.

Login Label Enter the text for the link to log in to the community. The default is Login.

Logout Label Enter the text for the link to log out from the community. The default is Log Out.

Community Management Enter the text for the link to the Community Management page. The default is Community
Management. This link appears only for users with permissions to manage the community.

Community Setup Label Enter the text for the link to the setup page for communities. The default is Community Setup.
This link is shown to users with permissions to create or modify the community’s administration
settings.

User Settings Label Enter the text for the link to access an authenticated user’s personal settings for the community.
The default is My Settings.

Show User Settings in Select this option to show user settings in the profile dropdown list.
Menu

My Account Label Enter the text for the link that external users click to view their account record. The default is
My Account. This feature is available in the Spring ’16 version of the Customer Service template
and later.

Note: External community members who access the My Account link see their account
details based on the configuration of the Record Detail page.

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User Profile Stats

The User Profile Stats component displays the user’s Chatter statistics for the community, including number of posts and comments,
likes received, followers, and people they’re following.
A user’s statistics are visible to all members of the community, allowing members to see how active other members of the community
are.
1. Select the User Profile Stats component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
User ID The system supplies this value. Don’t update this field.

Example: Sample User Profile Stats component:

SEE ALSO:
Which Components Can I Use with Each Template?

User Profile Summary

The User Profile Summary component displays the user’s contact information, title, manager’s name, and address. If nickname display
is enabled for the community, the nickname is shown in place of the full name when a user views another user’s profile. The full name
is shown when a user views their own profile.

Note: Before Spring ‘16, this component was named User Profile Detail.

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By default, all the information in a user’s profile is visible to all users in the community, including to unlicensed guest users accessing
the community. To limit access to members’ information, use a custom user profile page layout and hide fields that reveal sensitive
information, such as phone, email, title, and manager.

Note: Showing many user fields in a custom layout affects the performance of the profile view. We recommend showing no
more than 8 fields.
Similarly, consider modifying the fields for unlicensed guest user profiles to show only the necessary information. For example, you could
hide the manager field. For detailed instructions on customizing page layouts, see the Salesforce online help.
You can add the User Profile Summary component to the Profile page. This component allows users to edit their profile information
from the community. When viewing another user’s profile, you can click their address to see a Google map of their location.

Note: When viewing a community on a mobile device, the Google map appears below the address.

1. Select the User Profile Summary component in the page you’re configuring.
2. To view properties for the component, select the Properties pane:

Property Details
User ID The system supplies this value so that authenticated users can view their own information.
Don’t update this field.

Example: Sample User Profile Summary component:

SEE ALSO:
Which Components Can I Use with Each Template?

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User Profile Summary & Image

The User Profile Summary & Image component displays a user’s photo, contact information, reputation level, title, and manager’s name.
If nickname display is enabled for the community, the nickname is shown in place of the full name when a user views another user’s
profile. The full name is shown when a user views their own profile.

Note: Before Spring ‘16, this component was named User Profile Header Detail.

By default, all the information in a user’s profile is visible to all users in the community, including to unlicensed guest users accessing
the community. To limit access to members’ information, use a custom user profile page layout and hide fields that reveal sensitive
information, such as phone, email, title, and manager.
Similarly, consider modifying the fields for unlicensed guest user profiles to show only the necessary information. For example, you could
hide the manager field. For detailed instructions on customizing page layouts, see the Salesforce online help.
Users in Koa and Kokua communities access the user profile detail by viewing their own profile or clicking another member’s name. In
their own profile, users can click the pencil icon to edit their contact information. In another user’s profile, users can click Follow to see
the user’s community activity directly in their feed. Clicking another user’s address displays a Google map of their location.

Note: When viewing a community on a mobile device, the Google map appears below the address.

Important: To avoid issues, make sure that the User Profile Summary & Image component and the Case List component occupy
different regions of the My Cases page. They occupy different regions by default, but it is a good practice to verify in your community.

To check, navigate to the My Cases page in Community Builder, go to the Page Editor, and click . If the two components are
listed under one region—for example, Content—drag one to a different region.
1. Select the User Profile Summary & Image component in the page you’re configuring.
2. To view properties for the component, select the Properties pane.

Property Details
User ID The system supplies this value so that authenticated users can view their own information.
Don’t update this field.

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Example: Sample User Profile Summary & Image component:

User Profile Tabs

The User Profile Tabs component lets users see their feed and cases on their profile. They can also post to their feed directly from their
profile. When viewing another user’s profile, they see the user’s activity but not their cases.
On desktops and tablets, users see a list view of up to 25 of their most recent cases. They can sort columns in the list and click the case
number to view the details of that case. Navigation arrows let them click through the list of cases when there are multiple pages. On
mobile devices, the view is optimized and users scroll through a list of cases and select a case to see its details.
1. Select the User Profile Tabs component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
User ID The system supplies this value. Don’t update this field.

Feed Tab Label Enter the text you want to display on the tab that users select to view a user’s Chatter feed.
The default text is Feed.

Cases Tab Label Enter the text you want to display on the tab that users select to view their cases. This only
displays for users on their own profile. The default text is Cases.

Case Filter Name or ID Enter the name of the list view that displays cases.

Note: By default, the template uses the AllOpenCases view, which lets users view any
open cases that they have permission to see. Configure sharing to ensure that users
see only cases that belong to them. Alternatively, you can use another pre-defined list
view or create a custom list view.

Header Title Enter the text for the label that appears at the top of the list of cases. The default for this field
is My Cases.

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Property Details
Create Case Label Enter the text you’d like to display on the button that users can click to create a case. The
default text is Create Case.

Show All Updates as When this box is selected, the feed automatically defaults to the All Feeds filter. If it isn't
the Default Feeds selected, the feed defaults to the Posts Created by this User filter.
Filter

Example: Sample User Profile Tabs component:

Case list viewed on a mobile device:

SEE ALSO:
Which Components Can I Use with Each Template?

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User Settings
The User Settings component displays a user’s username, email address, language, locale, time zone, profile visibility, and email notification
settings. User settings are only available for authenticated users.
On the User Settings component, users can change their language, locale, and time zone so that the community is localized appropriately.
A user can also see their username and change their email or password. Users can choose to show their profile details to guest users
who aren’t logged in to the community. Users can also choose to receive email based on events in the community. If users don’t want
to receive email about events in the community, they can disable email notifications.
1. Select the User Settings component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
User ID The system supplies this value. Don’t update this field.

Hide email Prevents email notifications from appearing in a user’s personal Chatter settings.
notifications setting

Hide the Connected Prevents the Connected Sources tab from appearing on the User Settings component.
Sources tab

Tip: For orgs where Single Sign-On (SSO) is enabled, you may also want to hide the Change Password link in a user’s My
Settings page.
a. Create a permission set, for example Single Sign On Link in Setup.
b. Set “Is Single Sign-On Enabled” to On in System permissions.
c. Assign the permission set to appropriate users in your org.
“Change password” page no longer appears on their My Settings page.

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Example: Partial view of the User Settings component with the Connected Sources tab called out:

SEE ALSO:
Which Components Can I Use with Each Template?
User Permissions

Visualforce Page Component

Use the Visualforce Page component to add existing Visualforce pages to the pages of your Customer
EDITIONS
Service-based community.

Note: The Visualforce Page component only supports the navigateToURL function. Available in: Salesforce
Relative and absolute URLs are supported. Relative URLs are relative to the community domain, Classic (not available in all
orgs) and Lightning
and retain navigation history. External URLs—that is, URLs that are outside the community
Experience
domain—open in a separate browser window.
1. In Community Builder, drag the Visualforce Page component from the Components panel onto Available in: Enterprise,
the page. Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

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2. Edit the component to select the Visualforce page to use. If you installed the Salesforce CPQ (Steelbrick) app, those pages are also
available for selection here.

3. Adjust the height as you like.

4. Optionally, specify a Record ID if the Visualforce page. Typically, the system populates this value depending on context.

Tip: If the Visualforce page requires the Record ID from an object such as Account, create object pages for Account. Then
drag and drop the Visualforce Page component onto the object’s detail page. The Record ID field adjusts to the object’s ID.

Wave Dashboard
Use the Wave Dashboard component to add Wave Analytics to your community's pages.
1. Select the Wave Dashboard component in the page you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Dashboard Select an available dashboard from the dropdown list.

Height Specify the height of the dashboard, in pixels. The default is 300.

Show Sharing Icon Add the Share icon on the dashboard. Users can click the icon to open the Share dialog, where
they can post to Chatter and download images and data. Default is false.

Show Title Control the visibility of the dashboard title. Default is true.

Open Links in New Specify where links from the dashboard to other assets are opened. Default is true.
Windows

Hide On Error Control whether the Wave Analytics dashboard appears if there is an error, such as the
dashboard can’t be found. Default is false.

Filter Add selections or filters to the embedded dashboard at runtime. You can filter dataset fields
by variables or specified values. The filters are configured with JSON strings. For filtering on
dimensions, use this syntax:
{'datasets' : {'dataset1': [ {'fields': ['field1'],
'selection': ['$value1', '$value2']}, {'fields': ['field2'],
'filter': { 'operator': 'operator1', 'values': ['$value3',
'$value4']}}]}}

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Property Details
For filtering on measures, use this syntax:
{'datasets' : {'dataset1': [ {'fields': ['field1'],
'selection': ['$value1', '$value2']}, {'fields': ['field2'],
'filter': { 'operator': 'operator1', 'values':
[[$value3]]}}]}}

datasets takes dataset system names which are found in the left panel of the edit page for
a dataset. (If your org has namespaces, include the namespace prefix and two underscores
before the dataset system name.) fields takes dimensions or measures in the dataset. To find
the names, click the Explore icon to open the widget, select Show SAQL from the Options
menu. values can be specific values or fields in a Salesforce object To find the name of a field,
go to Setup, locate the object you want, and select Fields. Use the Field Name (also known
as the API name). For custom fields, use the name with "__c" at the end. With the selection
option, the dashboard is shown with all its data, and the specified dimension values are
highlighted. The selection option can be used alone or with the filter option. Selection takes
dimension values only. To use this option, the dashboard must include a list, date, or toggle
widget that groups by the specified dimension. With the filter option, the dashboard is shown
with only filtered data. The filter option can be used alone or with the selection option. Filter
takes dimension or measure values. Use operator with the filter option. Supported operators
for dimensions: in; not in; matches Supported operators for measures: = ; >= ; > ; <= ; <. Note:
If a filter or selection can’t be applied, the attribute is ignored and the dashboard appears with
all its data and no selection.

Example: Wave Dashboard component:

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Login Components

Brand the Login Pages

Use the Community Builder to customize and brand the login pages with your own design. You can change the appearance of the login
pages with a background image, color scheme, and font settings. Use Community Builder to set the background. Your preference applies
to all login pages, unless you override the settings within an individual page.
1. Select Go To Community Builder, if you’re not already in it.
2. From the Go To menu, select Login.
3. In the left pane, upload an image for the background, and set color and text preferences, as needed.

Example: The Branding Editor settings in Community Builder:

Employee Login Link

Use the Employee Login Link component to direct users with accounts in the community’s parent org to their login page. When your
employees or other users who have accounts in the parent org for the community end up on the community login page, you can redirect
them to their own login page with a link. They can then log in with all the settings and permissions of their org account.
1. Select the Employee Login Link component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Employee Login Link Enter text that identifies the login option for employees. The label appears as clickable text
on the page. The default text is Are you an employee? Login here.

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Example: Sample Employee Login Link component:

SEE ALSO:
Which Components Can I Use with Each Template?

Forgot Password
Use the Forgot Password component to let users request a new password.
Sometimes users forget their existing passwords and need a new one. The Forgot Password component gives users the ability to get
one without contacting an administrator. The user enters the email address that’s associated with the account, clicks the button, and
gets email instructions for resetting the password.
1. Select the Forgot Password component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Property Details
Check Email URL Enter the view or path to the page that notifies the user when the password has been reset
and an email has been sent.

Username Label Enter the text that appears in the field where the user enters a valid username, which can be
in the form of an email address if users are identified that way.

Submit Button Label Enter the text for the button that the user clicks to make the password reset request.

Example: Sample Forgot Password component:

SEE ALSO:
Which Components Can I Use with Each Template?

Login Form
Let users log in with login fields for a username and password and a button for submitting both.
The Login Form component is a simple username and password form that lets users with an existing account log in to the community.

Note: If the community administrator deselects the username and password checkbox on the Administration > Login &
Registration page in Community Management, the Login Form doesn’t appear in the published community. For more information,
see “Customizing Communities Login” in the Salesforce Help.
1. Select the Login Form component in the page that you’re configuring.

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

2. In the property editor, configure properties for the component:

Property Details
Start URL Enter the path to the page that users see after they log in successfully. This is the home page
for the community.

Username Label Enter the text for the username field label.

Password Label Enter the text for the password field label.

Login Button Label Enter the text for the button that the user clicks to submit the login request.

Forgot Password Link Enter the text for the link to the page where users can request a password reset.
Label

Forgot Password URL Enter the page where users can request a password reset.

Self Register Link Enter the text for the link to the page where users can complete a self-registration form.
Label

Self Register URL Enter the page where users can complete a self-registration form.

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Example: Sample Login Form component:

SEE ALSO:
Which Components Can I Use with Each Template?

Self-Registration
The Self-Registration component lets users set up their accounts so that you don’t have to add each one manually. Users put their
information into the form fields, and when they click Sign Up, an account is created for them. This component has a basic set of fields
that you can customize, and you can add more fields.
For this component to appear, go to Community Management and select Administration > Login & Registration > Allow external
users to self-register.
1. Select the Self Registration component in the page that you’re configuring.

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

2. In the property editor, configure properties for the component:

Property Details
Account ID Enter the variable expression for the account ID to associate with new users.

Start URL Enter the path to the page that users see after they log in. This page is the home page for the
community.

Registration Enter the path to the page to display after the user submits the self-registration form.
Confirmation URL

First Name Label Enter the label text for the user’s first name.

Last Name Label Enter the label text for the user’s last name.

Email Label Enter the label text for the user’s email address.

Password Label Enter the text for the password field label.

Confirm Password Label Enter the text for the field in which a user confirms the password. This field usually requests
that the user retype the proposed password to make sure that it’s correct.

Submit Button Label Enter the text for the button to submit the form values.

Include Password Select this option if you want self-registering users to pick their own passwords. Otherwise,
Field? password information is provided in the email that they receive after they submit the form.

Extra Fields Field Set Optionally, add fields to the form. If you’ve created a field set by using our API, enter the
Name variable that’s associated with the field set here. For example, you can write code that creates
a field set to collect a phone number or other information.

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Example: Sample Self-Registration component:

SEE ALSO:
Which Components Can I Use with Each Template?

Social Login
The Social Login component provides users with icons that they can click to log in to a third-party account, such as Facebook© or
LinkedIn©. Set these icons for each authentication provider that you configure for the org.

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Some users prefer to use an existing account with a service such as Facebook to log in to the community instead of setting up a new
account and password. The third-party service is an authentication provider that verifies the identification of the user. Use the Social
Login component to add an icon for each supported authentication provider. The user clicks the icon and logs in using the associated
account’s username and password.
Before you add the Social Login component, set up each authentication provider. For more information, see “Configuring Authentication
Providers” in the Salesforce Help.
1. Select the Social Login component in the page that you’re configuring.
2. In the property editor, configure properties for the component:

Property Details
Show Header Select this option to show a text header above the authentication header icons.

Header Text Enter the text for the header text.

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Set Up and Manage Salesforce Communities Which Components Can I Use with Each Template?

Example: Sample Social Login component with “or log in with” text (1) and authentication provider icons (2):

SEE ALSO:
Which Components Can I Use with Each Template?

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Set Up and Manage Salesforce Communities Customize Communities with Community Builder

Customize Communities with Community Builder

Use templates to quickly set up a community and then customize it with your company’s branding,
EDITIONS
share Salesforce records with community members, and work with them in a collaborative space
that meets your needs. Available in: Salesforce
Classic (not available in all
IN THIS SECTION: orgs) and Lightning
Experience
Community Builder Overview
Community Builder and community templates for self-service let you create, brand, and publish Available in: Enterprise,
a custom community that looks great on any mobile device! Choose a template to quickly start Performance, Unlimited,
your community, and then style the pages to match your company’s branding. and Developer Editions

Manage Your Community’s Pages and Their Properties in Community Builder

The Pages menu and Page Properties centralize all your page-related needs, from page creation USER PERMISSIONS
to audience criteria-based page visibility and everything in between.
To create, customize, or
Track Community Users with Your Google Analytics Tracking ID publish a community:
Add your Google Analytics™ tracking ID to track page views in your community. Enable access • Create and Set Up
to your Salesforce data for deeper insights. Then, adjust your community’s pages to more Communities AND View
accurately reach your customers. Setup and Configuration

Multilingual Communities Overview

Community Builder lets you create different language versions of your community. All languages are maintained within the community
so you don’t have to create and manage a separate community for each language.

Community Builder Overview

Community Builder and community templates for self-service let you create, brand, and publish a
EDITIONS
custom community that looks great on any mobile device! Choose a template to quickly start your
community, and then style the pages to match your company’s branding. Available in: Salesforce
With Community Builder, you can: Classic (not available in all
orgs) and Lightning
• Quickly style the community to match your company’s branding.
Experience
• Edit community pages and components with the Community Builder and customize their
design and content. Available in: Enterprise,
Performance, Unlimited,
• Preview your community and ensure that it appears correctly on different devices.
and Developer Editions
• Publish your changes so you can make them available to everyone in your community.

USER PERMISSIONS
IN THIS SECTION:
Navigate Community Builder To create, customize, or
publish a community:
Community Builder lets you quickly create and style your custom community to match your
• Create and Set Up
organization’s branding. Communities AND View
Understanding Themes Setup and Configuration
A theme is a collection of information that defines the visual flow and experience of your site
for your customers.

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Set Up and Manage Salesforce Communities Community Builder Overview

Find and Create Asset Files in Community Builder

Upload and select images for your header, logo, rich content editor, and custom components using the file selector in Community
Builder. Once uploaded, files are converted to packageable asset files and stored in your org asset library for easy reference and
retrieval.
Community Builder Settings
Use the Settings area to track which template you’re using, view your community’s status, and customize your template. If you’re
using the Customer Service template, easily access your navigational and featured topic settings.
Preview Your Community with Community Builder
Preview how your community appears in a desktop browser window and on mobile devices.
Publish Your Customizations with Community Builder
Publish your community in Community Builder to make your branding and component customization updates available to everyone
in your community.

SEE ALSO:
Navigate Community Builder
Community Builder Settings

Navigate Community Builder

Community Builder lets you quickly create and style your custom community to match your
EDITIONS
organization’s branding.
To access Community Builder: Available in: Salesforce
Classic (not available in all
• From the global header menu in Community Workspaces or Community Management, click
orgs) and Lightning
Community Workspaces > Builder or Community Management > Go to Community
Experience
Builder.
• From the All Communities page in Setup, click Builder next to the community name. Available in: Enterprise,
Performance, Unlimited,
• From a community, click Community Builder in the profile menu.
and Developer Editions
In Community Builder, you can:
• Drag and drop Lightning components onto your page (1). The Components panel includes USER PERMISSIONS
custom Lightning components from the AppExchange.
• Theme the community to match your organization’s brand and style (2). To create, customize, or
publish a community:
• View all the components on the current page (3). To edit a component’s properties, select the • Create and Set Up
component. You can also delete custom components and open them directly in the Developer Communities AND View
Console. Setup and Configuration
• Edit community settings and accept updates to your community’s template (4).
• Use the Communities menu (5) to:
– Go to the community after it’s activated.
– Open Community Workspaces or Community Management to manage community analytics, login, registration, reputation,
topics, and other settings.
– Return to Setup.

• Navigate to the community page that you want to edit using the Pages menu and Page Variation menu (6). Manage, create,
delete, and set the visibility of pages in Page Properties for each page.

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Set Up and Manage Salesforce Communities Community Builder Overview

• Refresh the current page (7).

• See how your community appears on different devices (8).
• Preview the community in a new browser window (9).
• Publish your changes to make your updates available to everyone in your community (10).

SEE ALSO:
Community Builder Overview
Community Builder Settings

Understanding Themes
A theme is a collection of information that defines the visual flow and experience of your site for
EDITIONS
your customers.
Themes are made up of layouts and styles (such as colors, fonts, and images) which combine to Available in: Salesforce
give you granular control of the appearance and structure of each page in your community. Themes Classic (not available in all
are all about the look and feel of your site and are independent of your content. orgs) and Lightning
Experience
Example: The default Customer Service theme includes two layouts.
Available in: Enterprise,
• Login, which applies the theme layout to the login pages. Performance, Unlimited,
• Default, which applies its layout to all non-login related pages. and Developer Editions

Your community comes with several Pre-built Themes that you can quickly customize to meet your
needs. Pre-built Themes work across all of our standard templates, such as Customer Service, Partner USER PERMISSIONS
Central, Customer Account Portal and Build Your Own, but how you style them will be unique to
To create, customize, or
each community in which you use them. What theme you select changes which headers, footers,
publish a community:
and other properties are available for your site.
• Create and Set Up
Note: Though Pre-built Themes come with their own layouts, you can switch between Communities AND View
Setup and Configuration
available layouts as needed, and even work with your development team to create custom
components and layouts for use.

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IN THIS SECTION:
Theme Your Community with Community Builder
Pre-built Themes come with every template, letting you style your site with clicks, not code. Apply color, fonts, and images to your
community to match your design or brand. Match your colors precisely by uploading your own logo to automatically generate a
custom color scheme. Create Branding Sets to quickly change colors, fonts, and logos for different audiences and needs.
Changing the Theme of Your Community
Experiment and find the theme that works best for your needs, without changing your content.
Using Branding Sets in Community Builder
Branding Sets allow you to automatically change the look of your sites for different audiences or use them to quickly shift between
brands or presentations for campaigns or events.
Customizing Your Community Theme
Customize themes you’ve activated by adjusting everything from the size and color of your headers and footers, to the fonts and
color selections for active text. We can get you kick-started, but you get to make the final tweaks to make it your own.

SEE ALSO:
Developer Guide: Dynamic Branding with Login Pages

Theme Your Community with Community Builder

Pre-built Themes come with every template, letting you style your site with clicks, not code. Apply
EDITIONS
color, fonts, and images to your community to match your design or brand. Match your colors
precisely by uploading your own logo to automatically generate a custom color scheme. Create Available in: Salesforce
Branding Sets to quickly change colors, fonts, and logos for different audiences and needs. Classic (not available in all
Pre-built Themes give you a head start with your community that you can easily customize further orgs) and Lightning
to suit your needs. After you’ve created a community, and selected your theme, use Community Experience
Builder’s Theme panel to adjust the experience. Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

Click Change Theme to select a theme.

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Set Up and Manage Salesforce Communities Community Builder Overview

Depending on the theme you select, you can use Community Builder for a number of tasks.
• Choose colors for text, actions, links, navigation, and borders.
• Upload your own company logo image to generate a custom color scheme based on its main colors.
• Specify font family, style, weight, and case, and add a custom font.
• Change header and page background color.
• Choose a custom Search component.
• Choose a custom User Profile component.
• Use custom CSS to apply your own styles.
• Generate a custom color scheme from an image of your logo or company pallet.
• Use a Branding Set to quickly target different audiences and needs.

Note: Branding sets can be applied on an audience basis, but only change colors, images, and fonts. For information on
targeting specific layouts or content to a specific group, see Audience Targeting.

SEE ALSO:
Community Builder Overview
Preview Your Community with Community Builder
Find and Create Asset Files in Community Builder
Find and Create Asset Files in Community Builder
Using Branding Sets in Community Builder
Audience Targeting
Changing the Theme of Your Community

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Set Up and Manage Salesforce Communities Community Builder Overview

Changing the Theme of Your Community

Experiment and find the theme that works best for your needs, without changing your content.
EDITIONS
Changing themes is an easy, two-click effort from the Theme panel. Select Change Theme to see
a list of available themes for your template. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
Your current theme is flagged as Active. Select any other theme, activate it, and it will be applied • Create and Set Up
to your community. Communities AND View
Setup and Configuration

Choosing a theme is just the start. The defaults may work out great for you, but you’re not stuck with them.

• Adjust the Colors (1) of text, backgrounds, and borders.

• Select Font (2) styles.
• Upload background Images (3) and your company logo.
• Adjust Theme Settings (4) specific to the active theme

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Set Up and Manage Salesforce Communities Community Builder Overview

– whether to show the hero

– whether to keep the header from scrolling
– what the width of content on the page should be

Note: Available settings are unique to the active theme.

• Add, modify, and adjust components on the page individually to complete the experience.
The customizations you create for your theme are remembered, even if you switch themes and then reactivate it later.
What if you don’t like what you’ve customized? Easy, start fresh!

1. In Community Builder Settings (1), select Theme.

2. Click Reset (2) for your current theme.
3. Read the warning and then Reset to confirm.
4. Alternatively, you can reset a theme back to its defaults the next time you reactivate it in the Change Theme panel by selecting
Replace and start fresh.

Note: Using either Reset or Replace and start fresh deletes all of your customizations.
• Branding sets
• Theme regions (settings for common elements across pages like headers)
• Theme settings
• Custom theme layouts
• Custom theme layout assignments for pages
• Custom CSS overrides
These settings are not retrievable, so be careful about selecting either Reset or Replace and start fresh.
Many Pre-built Themes have multiple layouts, such as home, login, and content pages.
While changing themes preserves your content, it may no longer display in a useful or desirable manner. Always reconfirm that your
site still works appropriately after a change.

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Set Up and Manage Salesforce Communities Community Builder Overview

The Manage section of the Theme panel shows your currently active and configured themes.

Chances are you aren’t using all of your themes, so you can Delete (1) any extras here. Deleting a theme removes all of your customizations,
similar to Reset, but you can add a fresh copy of the theme from the Change Theme section of the Theme panel.

SEE ALSO:
Custom Theme Layouts and Theme Layout Components
Customizing Your Community Theme

Using Branding Sets in Community Builder

Branding Sets allow you to automatically change the look of your sites for different audiences or
EDITIONS
use them to quickly shift between brands or presentations for campaigns or events.
Branding Sets are bundled collections of images, fonts, and colors that can dramatically and Available in: Salesforce
dynamically change the look and feel of your site. Branding Sets are managed in the Community Classic (not available in all
Builder’s Theme panel. If you are using a Pre-built Theme, the branding set will not affect the header orgs) and Lightning
and hero areas of your site. Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

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Set Up and Manage Salesforce Communities Community Builder Overview

Note: Branding sets only apply to colors, images, and fonts. For more information on targeting layout or content to a specific
group, see Audience Targeting.

You can maintain and manage several Branding Sets for any community. Each set (1) is a collection of colors and other elements that
can be applied manually or programmatically, using Audiences. You can quickly start a new set from scratch (2) as well.

Note: While you can create many automatic responses to audience, Dynamic Branding, such as declarations of Action Color,
doesn’t work with Pre-built Themes.
Manage each set, from its menu.

To create or edit a branding set, select it and the attributes you want to bundle.
1. Open the Theme panel and select Manage Branding Sets.

2. Choose the branding set to edit or create a new one. All changes that you make are associated with the currently selected branding
set.
3. (Optional) Community Builder can generate a color scheme for you by using Generate Pallet from Image in the Colors panel.
a. In the Colors panel, click Generate Pallet from Image
b. Choose your previously uploaded company logo or a different image, like an image of your company palette. Community Builder
extracts the main colors from the image and generates a scheme.
c. To modify colors, click the color swatch. Use the slider or enter hex values to adjust the color.

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4. To set the attributes of your branding set, in the Theme panel, select or adjust the fonts, images, and colors.
Your changes are saved automatically and appear instantly on the page. Check out the results on various page types by selecting
them from the Pages menu. To review the results, select various page types from the Pages menu.

Note: If public access is enabled in Community Builder at the page or community level, the Let guest users view asset files
on public and login pages preference is enabled in Administration > Preferences. This preference remains enabled as
long as any page has public access enabled. If you upload images for use on community login pages, be sure that this preference
is enabled.
When you add an image to your community for the first time, an asset file is automatically created and stored in the Org Asset
Library.

You can always tell which branding set is currently active by looking at the Theme panel.

Remember that branding sets only apply to colors, images, and fonts. For more information on targeting layout or content to a specific
group, see Audience Targeting

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Set Up and Manage Salesforce Communities Community Builder Overview

Note: Not all components in Pre-built Themes support audience targeting. You can confirm if a component can be targeted by
looking in its component properties panel menu (1) for the Audience (2) section. If the section is missing or if there isn’t a menu
on the component properties panel, then the component doesn’t support audience targeting.

If you really can’t find a way to control the aspects of your site that you want to through the Theme panel or the various component
properties panels, you can create your own CSS overrides that will apply to, and be remembered for, the currently active theme. Click
> Edit CSS on the Theme panel to use your own CSS styles. Use CSS sparingly, and only when necessary, because future releases
of template components might not support all CSS customizations.

SEE ALSO:
Audience Targeting
Developer Guide: Dynamic Branding with Login Pages

Customizing Your Community Theme

Customize themes you’ve activated by adjusting everything from the size and color of your headers
EDITIONS
and footers, to the fonts and color selections for active text. We can get you kick-started, but you
get to make the final tweaks to make it your own. Available in: Salesforce
Every Pre-built Theme is loaded with options to help you achieve the experience you’re looking to Classic (not available in all
create without ever having to deal with code. And we’ll remember how you set up each theme so orgs) and Lightning
you can change between them easily. Experience

If you’ve previously customized a Pre-built Theme, when you reactivate it you you’ll get to choose Available in: Enterprise,
whether to use your current settings or to replace those settings and start over. Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

Note: Using either Reset or Replace and start fresh deletes all of your customizations.
• Branding sets

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• Theme regions (settings for common elements across pages like headers)
• Theme settings
• Custom theme layouts
• Custom theme layout assignments for pages
• Custom CSS overrides
These settings are not retrievable, so be careful about selecting either Reset or Replace and start fresh.
While changing themes keeps your content, the resulting page layouts may not be what you want. After a change, confirm that your
site still works the way you want.

IN THIS SECTION:
Adjusting the Look and Feel of your Theme
Pre-built Themes come pre-configured, but, in addition to customizing the layouts, you can also configure colors, fonts, images,
sizes, and actions with a ton of choices and levers.
Theme Guidance: Header Components
Headers provide context and easy navigation throughout a site.
Theme Guidance: Hero Component
Hero images are large images designed to dominate the visual field of a page and grab attention.
Theme Guidance: Search Component
Multiple search components and placement options give you flexibility to design the right experience for your customers.
Custom Theme Layouts and Theme Layout Components
Theme layouts and theme layout components combine to give you granular control of the appearance and structure of each page
in your community. Customize the layout’s header and footer to match your company’s style, configure theme layout properties, or
use a custom search bar and user profile menu. Then use theme layouts to assign theme layout components to individual pages
allowing you to quickly change layouts from one central location. Whether you’re a consulting partner or an ISV, or you simply want
to revamp your own community, custom theme layouts make it easy to rebrand.

SEE ALSO:
Developer Guide: Build a Condensed Theme Layout Component
Trailhead: Create a Custom Theme Layout Component

Adjusting the Look and Feel of your Theme

Pre-built Themes come pre-configured, but, in addition to customizing the layouts, you can also
EDITIONS
configure colors, fonts, images, sizes, and actions with a ton of choices and levers.
You may be asking yourself: All those controls, where do I start? Available in: Salesforce
Classic (not available in all
Start with the broadest settings. The Theme Settings section of the Theme panel contains general
orgs) and Lightning
settings that will affect your entire theme. These settings will vary depending on your site’s active
Experience
theme.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

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Setting Description
Show header Displays or hides the header.

Fix the header’s position Pins the header to the top of the scrolling area so that it remains
visible while a customer is scrolling down through a long page. To
see this working, publish and preview your site. It will not appear
to function in Community Builder.

Show hero Displays or hides the theme’s hero image.

Start hero under header Positions the hero image at the literal top of page, under the
header, to provide a seamless look.

Set max page width Sets the maximum width of the content across the page. Similar
settings are in several component panels as well. The maximum
width may be more narrow than the overall display size of the
header or hero.

To create different layouts for different pages, in Community Builder, go to Settings > Theme > Configure.
Each component type has different attributes that you can adjust in their property panels. Click on a component to open its property
panel and configure its options. Play with the settings to see what effects you can achieve. Changing your layouts won’t affect your
content directly, only how it is displayed. And if you end up with something you don’t like or can’t use, and don’t remember how to
undo it, just start over.
1. In Community Builder Settings (1), select Theme.
2. Click Reset (2) for your current theme.
3. Read the warning and then Reset to confirm.
4. Alternatively, you can reset a theme back to its defaults the next time you reactivate it in the Change Theme panel by selecting
Replace and start fresh.

Note: Using either Reset or Replace and start fresh deletes all of your customizations.
• Branding sets
• Theme regions (settings for common elements across pages like headers)
• Theme settings
• Custom theme layouts
• Custom theme layout assignments for pages
• Custom CSS overrides

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These settings are not retrievable, so be careful about selecting either Reset or Replace and start fresh.

Theme Guidance: Header Components

Headers provide context and easy navigation throughout a site.
EDITIONS
One header, lots of controls
Available in: Salesforce
Headers have many options and controls you can use to change the look and feel including the
Classic (not available in all
height, color, transparency, and even whether it stays fixed to the top of the screen while customers
orgs) and Lightning
scroll. Combining adjustments to your header with additional adjustments to your hero section, if
Experience
you use it, offers up a lot of usability, variation, and visual interest. Explore the components property
panel for your header as well as Theme Settings in your Theme panel. Available in: Enterprise,
Performance, Unlimited,
Different headers for different types of pages in the same site
and Developer Editions
It’s common to have a different layout for your login page. Many Pre-built Themes have different
options for the login, home, and other pages. A change to the header on the home page, for
instance, may not be reflected on your content or login pages. If you employ different theme layouts, USER PERMISSIONS
configure the changes for each variation separately, as you did in previous releases.
To create, customize, or
Changing the logo publish a community:
• Create and Set Up
If you already set a logo for your community, it is recognized and used by Pre-built Themes. If you
Communities AND View
haven’t set a logo in the past or want to update your current choice, use the Images area of the Setup and Configuration
Theme panel.

Branding sets let you apply different logos to different variations of your site or for different audiences and occasions.

Note: We will try to automatically resize your logo to fit in the header, but you can adjust the size manually in the header component
properties panel, using the Logo Width in the Layout section. Your logo will proportionally resize relative to the width selected.

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Header and hero interaction

• When "Fix the header's position" and "Start hero under header" are both enabled in Theme Settings, you can choose the background
color to appear for best visibility when the page scrolls past the hero image. If you leave the background transparent, when a customer
scrolls down the page, the menu items in the header may no longer be visible since the hero image has scrolled out of view. A solid
color for the background color avoids this problem.

Audience targeting
The new theme components (for example, Compact Header) do not currently support component-level targeting (visibility). However,
it is still possible to set up targeting with a little effort.
1. Create a new custom theme layout in Community Builder Settings > Theme > Configure.
2. Create a new page variation.
3. Assign the new theme layout to your page variation (via Page Properties).
Finding the right controls.
With so many options, it can be easy to miss which control affects which part of your header.

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Menu text color formats dropdown menus such as profile menus, navigation menus, and search deflection. Link color formats links and
icons visible in the header.

Mobile display
Specific aspects of the theme component properties, such as header height, are hard-coded for mobile devices using the Salesforce
Lightning Design $mq-small media-query. The setting results in a maximum width of 47.9375 em.

Theme Guidance: Hero Component

Hero images are large images designed to dominate the visual field of a page and grab attention.
EDITIONS
Hero layouts are all about visual impact. The hero is an image that dominates your page, providing
a sense of theme, style, and purpose. But while hero layouts are excellent for setting mood and Available in: Salesforce
style, they eat up space, so they’re not good for a page that needs a lot of functionality. Classic (not available in all
orgs) and Lightning
A search versus a call to action focus.
Experience
Pre-built Themes come in two different flavors that focus on different needs.
Available in: Enterprise,
• Uses for hero search Performance, Unlimited,
– Sites that serve as an entry to a lot of diverse information with no easy way to provide a and Developer Editions
top-level organization.
– Sites where it is challenging to predict customer needs or where your customers' information USER PERMISSIONS
needs vary widely.
To create, customize, or
• Uses for hero call to action publish a community:
– Sites with a focused purpose, like fund-raising or a supporting a specific event. • Create and Set Up
Communities AND View
Selecting and swapping hero components. Setup and Configuration

The Webster, Jepson, and Citizen themes each come with a pre-configured hero theme component
(Search or Call to Action), but it can easily be swapped through the component properties in Community Builder.
Like the theme but don’t want to use the hero style layout? Easy, just uncheck Show hero on the Theme Settings tab of the Theme
Panel.

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Header and hero interaction

• When "Fix the header's position" and "Start hero under header" are both enabled in Theme Settings, you can choose the background
color to appear for best visibility when the page scrolls past the hero image. If you leave the background transparent, when a customer
scrolls down the page, the menu items in the header may no longer be visible since the hero image has scrolled out of view. A solid
color for the background color avoids this problem.

Theme Guidance: Search Component

Multiple search components and placement options give you flexibility to design the right experience
EDITIONS
for your customers.
Pre-built Themes offer the flexibility to have a search-first approach that encourages customers to Available in: Salesforce
enter questions first to find answers rather than navigating through menus and pages. Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
But you can also have search in your header. To avoid confusion and clutter, if you are using the Setup and Configuration
hero with search turned on, you should deselect search to hide it in your header. Since themes with
heroes have secondary layouts for the non-Home pages, you’ll notice that search is on by default
in the header of your other non-login pages.

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Note: Remember that Login pages have their own specific layouts.

Selecting a search component that collapses and expands.

When the search component is collapsed, you cannot select it directly. Click the search icon to expand it, then select it to see its property
editor. Alternatively, you can click Search in the page structure panel to bring up its property editor, but you won't be able to see any
changes you’re making since the search component isn’t visible on the page.
Exporting a custom search component.
If you use a Lightning Bolt Solution to export a community with a Pre-built Theme that uses the global search, peer-to-peer component,
or a custom search component, the solution does not include the custom search component. The search component is not exported
because the property value commThemeSearch is not included in the Lightning Bolt Solution.

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Custom Theme Layouts and Theme Layout Components

Theme layouts and theme layout components combine to give you granular control of the
EDITIONS
appearance and structure of each page in your community. Customize the layout’s header and
footer to match your company’s style, configure theme layout properties, or use a custom search Available in: Salesforce
bar and user profile menu. Then use theme layouts to assign theme layout components to individual Classic (not available in all
pages allowing you to quickly change layouts from one central location. Whether you’re a consulting orgs) and Lightning
partner or an ISV, or you simply want to revamp your own community, custom theme layouts make Experience
it easy to rebrand.
Available in: Enterprise,
A theme layout component is the top-level layout for the template pages (1) in your community. Performance, Unlimited,
Theme layout components are organized and applied to your pages through theme layouts. Theme and Developer Editions
layout components include the common header and footer (2), and often include navigation,
search, and the user profile menu. In contrast, the content layout (3) defines the content regions
of your pages, such as a two-column layout. USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

A theme layout categorizes your community pages that share the same theme layout component. You can assign a theme layout
component to any existing theme layout. Then you apply the theme layout —and thereby the theme layout component—in the page’s
properties.

Note: To create custom theme layout components in the Developer Console, a developer implements the
forceCommunity:themeLayout interface. All of our Pre-built Themes are developed on top of this interface and also use
several design property interfaces (color picker, image picker, slider) in Community Builder. Pre-built Themes also take advantage
of theme swapping so you can quickly change the overall UI of the community without impacting any of the underlying pages,
page layouts, and components.

Example: Let’s say you create three pages for your upcoming Spring campaign. You want them to use the Large Header theme
layout component that your developer created. In the Settings > Theme area, you add a custom theme layout called Spring to
categorize these pages and assign the Large Header layout component to it.

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Next, apply the Spring theme layout in each page’s properties, which instantly applies the Large Header layout to each page.

To apply the theme layout, select Override the default theme layout for this page. (1) to display the Theme Layout options.
Then, choose the new layout (2) from the available choices.
Everything looks rosy until your VP of marketing decides that the header takes up too much room. That’s an easy fix, because you
don’t have to update the properties of each page to change the theme layout. Instead, with one click in the Theme area, you can
switch Spring to the Small Header layout component and instantly update all three pages!

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Example: Now let’s say that the Small Header layout includes two custom properties—Blue Background and Small Logo—which
you’ve enabled and applied to all your campaign pages. However, for one page, you want to apply only the Small Logo property.
In this case, you could create a theme layout called Spring B, assign the Small Header layout component to it, and enable Small
Logo. Then, you apply the Spring B theme to the page.

Not sure which pages are associated with any of your Theme Layouts?

With a glance and a click, you can see how many and which pages are associated with any of your theme layouts. From Settings >
Theme, click the Pages Assigned total shown for any theme layout row (1) to open a list of the pages associated with that theme layout
(2) before making changes.
Theme layouts make it easy to reuse the same theme layout component in different ways while maintaining as much granular control
as you need.

SEE ALSO:
Change the Theme Layout of Your Community’s Pages
Lightning Communities Developer Guide: Create Custom Theme Layout Components for Communities
Lightning Communities Developer Guide: Configure Swappable Search and Profile Menu Components
Developer Guide: Build a Condensed Theme Layout Component
Trailhead: Create a Custom Theme Layout Component

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Change the Theme Layout of Your Community’s Pages

A theme layout defines the top-level regions of your page, such as the header and footer, navigation,
EDITIONS
search, and the user profile menu. A theme layout component categorizes the pages in your
community that share the same theme layout. Available in: Salesforce
A developer creates custom theme layout components in the Developer Console by implementing Classic (not available in all
the forceCommunity:themeLayout interface. The developer can also add properties to orgs) and Lightning
a custom theme layout, which you can configure in the Theme area in Community Builder. When Experience
the component is available, assign it to a theme layout to instantly transform the pages that use Available in: Enterprise,
that layout. Performance, Unlimited,
1. and Developer Editions
In Community Builder, click on the left sidebar and then click Theme.

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2.

Select Configure to view and configure your theme layouts.

3. If necessary, create a New Theme Layout.
4. Assign the theme layout component to the theme layout.

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5. Update the theme layout’s settings, if available. The properties vary depending on how your developer has configured the theme
layout component.

For example, the Default layout component in the Customer Service theme includes the following options for the header region.
Hide the header region and navigation
Hides the default community header, which includes the header image, search box, community menu, and user profile navigation
menu, in all the community pages. Select this option if you want to replace the header with your own custom version.
Hide notifications icon in community header
Hides the notifications icon. Useful when you have a custom header or do not employ various notifications.
Search Component
Replaces the default Search and Post component with a custom component, if available.
User Profile Component
Replaces the default Profile Header component with a custom version, if available.
However, the Default layout component for the Jepson theme has different options.

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Show header
Displays or hides the header.
Fix the header’s position
Pins the header to the top of the scrolling area so that it remains visible while a customer is scrolling down through a long page.
To see this working, publish and preview your site. It will not appear to function in Community Builder.
Show hero
Displays or hides the theme’s hero image.
Set max page width
Sets the maximum width of the content across the page. Similar settings are in several component panels as well. The maximum
width may be narrower than the overall display size of the header or hero.

6.

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To apply the theme layout, select Override the default theme layout for this page. (1) to display the Theme Layout options. Then,
choose the new layout (2) from the available choices.

SEE ALSO:
Custom Theme Layouts and Theme Layout Components
Page Properties and Types in Community Builder
Lightning Communities Developer Guide: Create Custom Theme Layout Components for Communities
Lightning Communities Developer Guide: Configure Swappable Search and Profile Menu Components

Change the Content Layout in Community Builder

Quickly change the look of your community’s pages by switching to a different content layout. You
EDITIONS
can even create your own custom content layout components in the Developer Console and import
them to use in your community. Available in: Salesforce
1. In Community Builder, open the page’s properties. Click beside the page on the top toolbar, Classic (not available in all
or click beside the page in the Pages dropdown menu. orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
2. In Page Properties, click Change in the Layout section. Setup and Configuration

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If a page variation is available, you can make it the active page by selecting the page variation in the Layout section (1). You can also
change the content layout of each variation as required (2).

3. Select the new layout. If you created a custom content layout component, you see both ready-to-use and custom content layouts
displayed together.

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4. Click Change.
If the structure of the new layout is different from the current layout, some regions are not visible. However, the regions are still
available and you can switch to a different layout at any time.

Note: If you change the layout of a default template page, the only way to revert to the original layout is to click Undo.

SEE ALSO:
Lightning Communities Developer Guide: Create Custom Content Layout Components for Communities

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Find and Create Asset Files in Community Builder

Upload and select images for your header, logo, rich content editor, and custom components using
EDITIONS
the file selector in Community Builder. Once uploaded, files are converted to packageable asset
files and stored in your org asset library for easy reference and retrieval. Available in: Salesforce
1. From Community Builder, open the Theme panel and select Images. Click an image icon (1) Classic (not available in all
to open the unified file selector. orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
The file selector displays only image files, so you don’t have to wade through all your files to Setup and Configuration
find your logo or header image. If the image file you want is already an asset file, it’s in the asset
library, which is clearly marked by the Org Asset Library badge. Asset files for your Salesforce
org and all your Communities are stored in the Org Asset Library, so you don’t need to maintain copies in different places.
2. Select an existing file or click Upload Image to add a new one.

When you add an image to your community for the first time, an asset file is automatically created and stored in the Org Asset Library.
Admins have full access to the Org Asset Library and can search for, tag, and subscribe to asset files.
To provide library access to users, add them as members of the library with the appropriate permissions. Users without these permissions
don’t see the Org Asset Library. The Org Asset Library is available in all new orgs, and is automatically activated in existing orgs.

Note: If public access is enabled in Community Builder at the page or community level, the Let guest users view asset files
on public and login pages preference is enabled in Administration > Preferences. This preference remains enabled as long

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as any page has public access enabled. If you upload images for use on community login pages, be sure that this preference is
enabled.

SEE ALSO:
Create Libraries
Manage Library Permissions

Community Builder Settings

Use the Settings area to track which template you’re using, view your community’s status, and
EDITIONS
customize your template. If you’re using the Customer Service template, easily access your
navigational and featured topic settings. Available in: Salesforce
Classic (not available in all
To access the Settings area in Community Builder, click on the left sidebar. orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

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General
In the General area, settings include:
Community Template
Displays the name and version of the template that your community is using.
Page Access
Specifies the level of access to the page. When you enable public access, guest users can view asset files on public pages by
default. Users whose profile settings are more restrictive may not be able to view this page, even if you choose Public.
When you enable public access, the preference Let guest users view asset files on public pages in Administration >
Preferences is automatically enabled.
Community Title
Lets you set the title for your community. The title briefly appears in the browser’s title bar before your community’s Home page
loads.
Published Status
Indicates whether your community is published. If it’s published, click the link to open the live community in a separate browser
tab.
Preferred Domain
Lets you choose which domain to use for indexing your community’s pages to improve search engine results. (Multiple domains
for the same community can dilute search engine results and lower page ranking.) The Preferred Domain dropdown appears
only after you set up domains and custom URLs for your community in Setup.
If the Require Secure Connections (HTTPS) option is enabled in Site Configuration in Site.com Studio, you can set only HTTPS
preferred domains.

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Guest User Profile

Displays the associated guest user profile. Clicking the link takes you to the Profile page in Salesforce Setup, where you can
modify profile settings, such as which permissions the guest user has. For more information about configuring the guest user
profile, see Enable Public Access to a Community.
Set Featured and Navigational Topics (Customer Service template only)
Define featured topics and topics to be used for navigation in Community Workspaces or Community Management.
Theme
In the Theme area, you can control the layout and appearance of each page in your community.
Languages
In the Languages area, set the multilingual properties for your community. When set, these properties are used by the Language
Selector component, which lets guest users select their preferred language on a page in your community.
Advanced
In the Advanced area, you can track page views, mask IP addresses, add markup to the page head, and show all components in the
Components panel.
By default, we filter the components available in the Components panel according to each page’s purpose. For example, the Case
Comments Publisher is available only for the Case Details page. When you enable Show all components, you see the complete
list of components when you open the Components panel for any page (except login pages). However, you can still only add the
Related Questions List component to the Question Detail page and the Related Articles List component to the Article Detail page.

Important: Some components require the page to pass specific parameters. When you remove component filtering, you
can add a component that relies on a passed parameter to a page that doesn’t pass any values. For the component to work
correctly, you must manually configure the component’s parameters.
For example, some components that take {!recordId} as a parameter expect to get this value from the page’s URL. If
you add the component to a page that doesn't pass this value through the URL, you must manually provide it.
Similarly, let’s say you add the Group Detail component, which requires a {!recordId} value, to the Case Detail page
instead of the Group Detail page. Although both pages pass a {!recordId} value, the ID that Case Detail passes is incorrect.

CMS Connect
Add a header and footer from a connected CMS source to your community.
Updates
In the Updates area, you can update your community’s template to the latest version.
Developer
In the Developer area, you can export customized Lightning Community templates and pages. You can add these templates and
pages to a Lightning Bolt Solution to distribute to other orgs or publish on AppExchange.

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Update Your Community’s Template

We introduce amazing features and enhancements with every release, so it pays to keep your
EDITIONS
community up-to-date! Typically, we automatically update your template to the latest version, so
you can start adding the newest features to your community right away. However, when the changes Available in: Salesforce
are significant, you’re required to update your template manually. Classic (not available in all
orgs) and Lightning
Note: All improvements to the Lightning community templates are made on the latest
Experience
version. Avoid missing out by keeping your template current.
The Koa and Kokua templates are in a phased retirement. From Summer ’17, you can no Available in: Enterprise,
longer use them to create communities. We therefore recommend working with Salesforce Performance, Unlimited,
Support to replace your existing Koa and Kokua communities. Take advantage of the latest and Developer Editions
Lightning community templates, which provide richer support for Knowledge and case
management, along with a slew of other new features. USER PERMISSIONS
We no longer support Koa, Kokua, and Customer Service template versions from before Winter
To update your template
’16 (October 2015).
• Create and Manage
The impact of updating a template depends on the version your community is using. Unsure of Communities
your community template version? Then check the community’s Settings page in Community

Builder. When a manual template update is available, a red notification icon ( ) appears over
the Settings icon.

Important: We strongly recommend that you test the impact of the update in a sandbox environment. After you
update and publish your community, you can’t revert to an older version.

My Current Template Type and What Can I Expect When Updating to Winter ’19?
Version
Summer ’18 Lightning community Your community is updated automatically with all the features of the Winter ’19 release.
templates and Lightning Bolt solutions No need to manually update.

Spring ’18 Lightning community templates • Improvements to tooltip positioning by changing several panels, dialogs, and tooltips
and Lightning Bolt solutions to use a shared container
• Updates to the Language Selector’s functionality and appearance (current preferences
are maintained)

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My Current Template Type and What Can I Expect When Updating to Winter ’19?
Version

• Improvements to the property editor container

• All the changes that apply to subsequent updates

Note: Overriding CSS is not recommended. To update existing CSS overrides, see
CSS mappings for updated components and Standard Design Tokens for
Communities.

Winter ’18 Lightning community templates • A dropdown menu to set audiences at the component level
and Lightning Bolt solutions
• Out-of-the-box UI enhancements, such as font sizing
• Upgraded Reputation Leaderboard, Trending Articles by Topic, and Related Articles.
If you’ve applied CSS customizations, migrate them to the upgraded components.

Note: Overriding CSS is not recommended. The best way to update the styling
of your components is to use the Theme panel in Community Builder. To
update existing CSS overrides see CSS mappings for updated components.

• A new User Profile Menu component that automatically replaces the Profile Header
component in updated templates
• The base component on the Record Detail page for custom objects is replaced with
a newer version for desktop view mode. If you currently have CSS overrides for record
layout, keep them, and refer to CSS Overrides Migration for the Record Layout Component
to add your styles and customizations to the new component
• A new Theme panel that redesigns the Branding Panel in Community Builder
• Additions to Theme settings that help you easily see which pages a theme layout is
associated with
• More metadata options to improve discoverability of pages through SEO
• Query parameters in a community URL, other than language, no longer persist while
navigating within a community
• Updates to CMS Connect (JSON) require manual updating to connections created
with the Winter ’18 release.
– CMS Connect (JSON) now autocreates detail pages. URL’s using query parameters
pointing to your manually created pages will continue to work. However, they
will not be accessible from the CMS Connect (JSON) Property Editor in Community
Builder.

Note: For better SEO and management, it is best to use the new,
automatically created pages.
1. In Community Workspaces, add a Content Type and the JSON path for both
ID and Title.
2. In Community Builder, open the Property Editor of the existing CMS Connect
(JSON) component by selecting it.
3. Click Save to create and autoconfigure the new detail page.

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My Current Template Type and What Can I Expect When Updating to Winter ’19?
Version

Note: The standard page you created in Winter ’18 for navigation
will not be automatically deleted. If it’s not referred to by any other
component, you can manually delete it from the Pages menu.

– CMS Connect (JSON) has new, configuration fields.

• When editing an existing JSON connection, the Connection Type will be
Public by default and Content Type, Title, and ID will be empty. Title and ID
will have to be filled before the connection will be able to be saved again.

Note: You can have only one Content Item per Type and it is necessary
to define a Content Item for navigation support.
– If you have multiple Content Lists and a single Content Item in an existing
connection, when you edit your CMS Connection a single Content Type
will be created in the JSON section with the Content Item and Content
Lists assigned to it.
– If you have multiple Content Items and Content Lists, when you edit your
CMS Connection you will have one Content Type with a single Content
Item and all of your Content Lists under it. The remaining Content Items
will each be in a separate Content Type.

• All the changes that apply to subsequent updates.

Spring ’17 and Summer ’17 Customer • Decoupling of the search box from the community header, making it easier to insert
Service, Partner Central, and Lightning Bolt your own search experience within a community.
solutions
Note: The Search page in the Winter ’18 version of the Customer Service
(Napili) template doesn’t include the Headline component out of the box. If
your community’s Search page includes the Headline component, it’s removed
as part of the upgrade.

• Sleeker header component improves your community’s mobile experience, leaving

more room to show what’s important to your community.
• Out-of-the-box UI improvements, such as improved spacing in text fields.
• Streamlined new Global Search for Peer-to-Peer Communities.
• Upgraded, high-performance navigation menu that offers more styling options and
reduces the need for CSS overrides. If you have applied CSS customizations, migrate
them to the upgraded navigation menu.

Note: Overriding CSS is not recommended. The best way to update the styling
of your navigation menu is to use the Theme panel in Community Builder. To
update existing CSS overrides see CSS mappings for updated components.

• Adoption of Lightning Design System principles in all content layouts.

• Two new branding options: Navigation Background Color and Navigation Text Color.
• All the changes that apply to subsequent updates.

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My Current Template Type and What Can I Expect When Updating to Winter ’19?
Version
Winter ’16 to Spring ’17 Customer Service • Login pages retain branding but lose custom code or component customizations.
(Napili)
• All the changes that apply to subsequent updates.

Pre-Winter ’16 Koa, Kokua, or Customer Most component customizations and properties are overwritten. However:
Service (Napili) • For Koa and Kokua, general settings, such as Category Group Name, Top-Level
Category, and Company Name, carry over.
• For Customer Service (Napili), topic definitions carry over.
• All the changes that apply subsequent updates.

Pre-Spring ’16 Aloha template Most branding properties defined using the Branding Editor in Community Builder are
maintained. However, sometimes your community’s colors are reset to the default value.
After you update the template, check the branding properties and update the ones that
were reset

Salesforce Tabs + Visualforce Template updates for communities using Salesforce Tabs + Visualforce aren’t managed
from Community Builder.

For information on component compatibility with older template versions, see Which Components Can I Use with Each Template?
To update your template:
1.
In Community Builder, click > Updates.
2. Click Update and confirm the update when prompted.
3. Make sure that your login pages look correct, and reconfigure missing branding properties, custom code, and component
customizations.
4. Publish your community to apply the template updates.
If you are upgrading from a pre-Winter ’18 template, some of the old branding properties are reorganized but still there, while others
map to different properties. Let’s take a closer look at the changes.

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Pre-Winter ’18 branding properties ... Map to these updated branding properties ...
Background Color (1) Background Color (1)

Button Color (2) Action Color (2)

Button Border Color —

Button Hover Color —

Button Hover Border Color —

Font Color (3) Text Color (3)

Error Font Color (4) Error Font Color (4)

Background Image (5) Background Image (5)

Card Background Color (6) Card Background Color (6)

Also controls card transparency

Card Border Color —

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Pre-Winter ’18 branding properties ... Map to these updated branding properties ...
Card Transparency —

Font Family (7) Primary Font (7)

SEE ALSO:
Community Builder Settings
Community Builder Overview
Considerations for Changing Your Community Template

Save a Copy of Your Community’s Customizations

To back up most of your community’s user interface and CSS customizations before upgrading,
EDITIONS
export the community from Site.com Studio to your hard drive.

Important: Audience assignments to pages aren’t preserved when you export the Available in: Salesforce
community. Reassign audiences after you import the community. See Manage Audience Classic
Targeting for Pages and Groups in Communities. Available for purchase in:
The community is exported in a packaged format with a .site extension, which you can reimport Enterprise, Performance,
into your org to restore customizations if needed. The maximum size you can import is 2 GB. and Unlimited Editions

1. Open Community Workspaces or Community Management. Available (with limitations)

in: Developer Edition
2. Click Administration > Pages. Then click Go to Site.com Studio.
3.
On the Overview tab in Site.com Studio, click > Export This Site. USER PERMISSIONS
If the community is
To create, customize, or
• Smaller than 100 MB, select a location to save the exported .site file on your hard drive and click publish a community:
Save. • Create and Set Up
• Larger than 100 MB, you receive an email when the export process has completed. Click the Communities AND View
Setup and Configuration
link in the email to download the exported .site file.
To restore customizations, overwrite your community.
1. From Site.com Studio in your production community, click Site Actions > Overwrite This Site.
2. Click Browse to find the .site file you exported.
3. Click OK at the overwrite warning.

Important: Overwriting a community can’t be reversed.

4. Review your changes in Community Builder before publishing.

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Preview Your Community with Community Builder

Preview how your community appears in a desktop browser window and on mobile devices.
EDITIONS
Community Builder’s preview option lets you see how your community appears when it’s live.
Available in: Salesforce
• To preview the community in a browser window, click Preview on the toolbar.
Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

• In Preview mode, to see the community in its own browser tab as a customer would see it, click Performance, Unlimited,
the pop-out button. and Developer Editions

USER PERMISSIONS
•
To preview the community on different devices, use the options in the menu: To create, customize, or
publish a community:
– For phones, click Mobile.
• Create and Set Up
– For tablets, click Tablet. Communities AND View
– For desktop computer screens, click Desktop. Setup and Configuration

SEE ALSO:
Community Builder Overview
Publish Your Customizations with Community Builder

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Publish Your Customizations with Community Builder

Publish your community in Community Builder to make your branding and component customization
EDITIONS
updates available to everyone in your community.

Important: Publishing a Lightning community for the first time activates the community Available in: Salesforce
URL and enables login access for community members. The community doesn’t have to be Classic (not available in all
orgs) and Lightning
active.
Experience
1. In Community Builder, preview your community to make sure that your updates appear as
expected. Available in: Enterprise,
Performance, Unlimited,
2. When you’re happy with your changes, click Publish in the toolbar to publish your changes. and Developer Editions
An email notification informs you when your changes go live.
USER PERMISSIONS
SEE ALSO:
To create, customize, or
Community Builder Overview
publish a community:
Preview Your Community with Community Builder • Create and Set Up
Communities AND View
Setup and Configuration

Manage Your Community’s Pages and Their Properties in Community

Builder
The Pages menu and Page Properties centralize all your page-related needs, from page creation to
EDITIONS
audience criteria-based page visibility and everything in between.
From the Pages menu (1), you can: Available in: Salesforce
Classic (not available in all
• Search for a page and click (2) to edit its properties (3).
orgs) and Lightning
• Create alternative variations of the selected page and set audience criteria-based page visibility Experience
(4).
Available in: Enterprise,
• Create custom pages (5).
Performance, Unlimited,
• Switch to a different layout on page 370 to change the look of your community’s pages (6). If and Developer Editions
the page has any Page Variations, you can switch layouts for each variation separately. If you
don’t assign a layout, the default layout is applied.
USER PERMISSIONS
• If the selected page is not a Template page, you can delete it (7) and all its page variations with
a single click. To create, customize, or
You can also delete the selected page, or its variations, from the Page Variations tab (4). Page publish a community:
variations of template pages can be deleted from here as well. • Create and Set Up
Communities AND View
Setup and Configuration

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IN THIS SECTION:
Page Properties and Types in Community Builder
Use the Pages menu and Page Properties to view and edit the properties of the various pages that make up your community.
Edit Community Pages and Components in Community Builder
Each page contains a collection of components that are organized around a task or function, whether it’s opening a case or searching
for an article. The pages that comprise each Lightning Community template are ready for you to use with little configuration. Add
new components to your community’s pages, edit the properties of existing components, or delete components that you don’t
require.
Create Custom Pages with Community Builder
Extend your community template by creating custom pages and adding custom record detail, list, and related list pages to get the
most from your Salesforce data.
Control Public Access for Each Page in Your Community
Set page-specific access to your community pages, so you can restrict or open up access as you see fit.
Add Markup to the Page <head> to Customize Your Community
Add custom analytics, improve your SEO results, and more by adding custom markup to the page <head> in Community Builder.
For example, you can include SEO meta tags that are visible only to search engines or add a favicon or web page icon.
Audience Targeting
Audiences are sets of criteria used to define community member segments. Use them to keep your community members engaged
by offering them personalized, relevant content in a customized community.
Update Your Editor
To improve how you edit your page content, we moved HTML editing to a dedicated HTML Editor component.

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Use Visualforce in Lightning Communities

If you have created Visualforce pages, actions, buttons, links, and canvas apps for your Salesforce Tabs + Visualforce template-based
communities, you can reuse those elements in Lightning communities.
Add Streams to Your Community
Your community members can combine multiple feeds into a stream to create a single point of access to related information.
Combine feeds of top contributors or discussions concerning a particular product line. Create a stream that combines feeds from
discussions, groups, topics, profiles, and all kinds of objects, like cases, opportunities, and accounts. No more jumping from feed-to-feed
to get a sense of what people are saying. Each member can create up to 100 streams.

Page Properties and Types in Community Builder

Use the Pages menu and Page Properties to view and edit the properties of the various pages that
EDITIONS
make up your community.
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

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Page Types (1)

We’ve grouped your community’s pages by type in Pages menu.
My Pages
The standard pages that you create. (The object pages that you create appear under Objects.)
Template Pages
The default pages that come with the community template.
Objects
The pages of the objects in your community, which include the object’s record detail, list, and related list pages.
Generic Record Pages
These generic pages are used to display record information for a Salesforce object when custom object pages don’t exist.
Login Pages
The default login pages that come with the community template.

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Page Properties (2)

The properties available to each page depend on the page type selected.
Name
The name of the page as it appears in Community Builder. Editable only in the standard pages that you create.
URL
The URL of the page. Editable only in custom standard pages.
Page Access
Specifies the level of access to the page. When you enable public access, guest users can view asset files on public pages by default.
Users whose profile settings are more restrictive may not be able to view this page, even if you choose Public.
When you enable public access, the preference Let guest users view asset files on public pages in Administration > Preferences
is automatically enabled.
SEO
Adding tags for static pages in the <head> works great, but what about pages that are generated dynamically from a database
or ever-changing inventories? We’ve got you covered so that you don’t have to spend your entire day, every day, updating search
terms. Using a combination of standard approaches and expressions, SEO management gets a lot easier.
Let’s look at the title and description tags again with the idea of harnessing your Salesforce data to generate pages from
records. To make these pages discoverable, you must provide the title and which object it comes from. You can use the following
expressions anywhere you see { } next to the name of an input field.

Table 2: Expressions for SEO

Expression Description
{!Record._Object} Returns the display name of the object.
Output appears in the appropriate language, if available.

{!Record._Title} Returns the title of the record as defined in the name field. Keep in mind that the name field might have
a different label than “Name.”
Output appears in the appropriate language, if available.

{!Record.FieldName} The value of the specified field for the record. The field name is case-sensitive and includes “__c” for
custom fields.
You can use this expression only in the SEO component. Output appears in the appropriate language, if
available.

Note: Did you notice that the Object and Title expressions look a little different than usual? Use them as they are presented,
and they’ll work fine. They are unique for this area of Salesforce.
For example, you can display the object name of a record followed by its title: {!Record._Object}: {!Record._Title}.
Or, add a specific field, such as {!Record.Description}.
Most standard fields are accessible to a guest user by default. To ensure access, confirm that Public Access is enabled in the Community
Builder settings so that the Guest User profile has access to the fields displayed.
Custom fields are enabled for the Guest User profile through field-level security (FLS) settings before they can be used in expressions.
If any queried field is restricted (by profile or FLS), the entire record does not load and your expressions do not render on the page.
Null field values are returned as empty strings.

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Title
The title of the page as it appears in the browser’s tab or window title. Used for bookmarking the page and appears in search engine
results.
Unavailable for pages in the Template Pages section that set the title dynamically, such as the Article Detail and Topic Detail pages.
By default, detail and list pages in the Objects section set the title dynamically, so although the Title field is available, its value is
overridden. However, if you replace the page’s default component with a custom Lightning component that doesn’t set the page
title dynamically, then the title you set here is used.
Description
Used for search engine optimization purposes and appears in search engine results. Available for the Contact Support, Error, Home,
and Topic Catalog template pages, and all pages listed under My Pages and Login Pages.
Edit Meta Tags
Provides the opportunity to enter specific <meta> tags for the page to assist search engine optimization for your Community. In
addition to standard HTML meta tags, you can enter expressions to access values from the record associated with this page, such
as the name, title, and value of specific fields.
Content Layout
Defines the content regions of your page, such as a two-column layout.
Theme Layout
By selecting Override the default theme layout for this page, you can choose to apply a different theme layout for the page.

SEE ALSO:
Change the Theme Layout of Your Community’s Pages
Change the Content Layout in Community Builder
Set Up SEO for Your Community
Lightning Communities Developer Guide: Create Custom Content Layout Components for Communities

Edit Community Pages and Components in Community Builder

Each page contains a collection of components that are organized around a task or function, whether
USER PERMISSIONS
it’s opening a case or searching for an article. The pages that comprise each Lightning Community
template are ready for you to use with little configuration. Add new components to your community’s To create, customize, or
pages, edit the properties of existing components, or delete components that you don’t require. publish a community:
• Create and Set Up
Tip: If you plan to add components to a new custom page, spend some time planning the Communities AND View
composition of the page based on its purpose. Setup and Configuration
1. From the Pages menu in the top toolbar, select the page that you want to edit.
2.
Click to open the Components panel.

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The Components panel lists only components that are compatible with the selected page. For example, you can’t add the User
Profile Detail component to the Home page.
3. Drag the required component from the Components panel onto an editable area of the page.
When you drag a component over a content or theme layout region, a label appears to help you identify the region. Components
in theme layout regions are shared everywhere that theme layout region is used and we add the label “Shared” to the component
name. Components in a content layout region are specific to the page.

4. To edit the properties for a component on the page, select it on the main page canvas or on the Page Structure panel.
When you select a component, Community Builder highlights the component with a blue border and displays the component’s
properties in the floating property editor.
5. Update the component as required.

Example: Here’s a sample configuration of the Headline component (1) on the Home page with the list of supported Lightning
components (2) and properties (3). You can also quickly duplicate, delete, or assign an audience to the component to control its
visibility (4).

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Tip:
• You can browse a selection of custom Lightning components on the AppExchange and add them to your org directly from
Community Builder. Click Get more on the AppExchange in the Pages menu. Components that are ready to add to your
community’s Lightning pages are displayed. When you add a component, it appears in the Components panel of all the
template-based communities in your org.
• You can also create custom Lightning components and use them on community pages. For more information on creating
custom Lightning components and enabling them for Community Builder, see the Lightning Communities Developer Guide.

IN THIS SECTION:
Error Messages for Pages Without Data in Community Builder
When you build a template-based community page using Lightning components in Community Builder, sometimes a page doesn’t
load correctly. Find out why you see this error, and how you can fix it. Spoiler alert: Want to see a page? Make sure that the component
has underlying data.

Error Messages for Pages Without Data in Community Builder

When you build a template-based community page using Lightning components in Community
EDITIONS
Builder, sometimes a page doesn’t load correctly. Find out why you see this error, and how you can
fix it. Spoiler alert: Want to see a page? Make sure that the component has underlying data. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

An error occurs on community pages in one of the following three instances:

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• The page does not have any components

• The page has one or more components, and one or more do not have any underlying data
You see this error when components rely on dynamic data, and they don’t find any underlying data to draw upon. For example, a Group
component that doesn’t find a group ID, or a record that can’t find a record ID, would both give you an error.

Why do I see this error?

In most situations, the page is trying to draw information where information doesn’t exist. For example, let’s say you make a record detail
page for the Account object. If you don’t have any accounts set up in Salesforce, you see an error. Or let’s say you set up a group detail
page, but your new community doesn’t have any groups. Once again, you see an error.
Any gotchas?
The Customer Service template uses topics to organize content in a community. To see topic detail pages, first set up Navigational Topics
in Community Management.
The following default pages in the Customer Service template can show this error. Here are some tips on how to fix it.
• Article Detail: Create at least one Salesforce Knowledge article in your org.
• Topic Detail: Create a Navigational Topic.
• Question Detail: Create a Navigational Topic. Use the Ask a Question button to create a question.
• Feed Detail: Use the Post Publisher or Ask a Question button to create a post or question.
• Group Detail: Create a group in the community.

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Create Custom Pages with Community Builder

Extend your community template by creating custom pages and adding custom record detail, list,
EDITIONS
and related list pages to get the most from your Salesforce data.
1. In Community Builder, open the Pages menu on the top toolbar. Available in: Salesforce
Classic (not available in all
2. Click New Page at the bottom of the Pages menu.
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

3. To create:
• A standard page that’s based on a blank layout or a preconfigured page (if available), click Standard Page.
If you don’t have preconfigured pages, choose a blank layout. Alternatively, if you do have preconfigured pages (because you’ve
exported or imported custom pages), choose one to customize or click New Blank Page to select a blank layout.
Click Next, give the page a unique name, and specify the static portion of the page’s URL.

• A detail, a list, and a related list page associated with one of your Salesforce objects, click Object Pages (in Customer Service
only). Select the object that you want to associate with the page.

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4. Click Create.
Custom standard pages that are based on a layout appear under My Pages in the Pages menu. Pages that are based on a default
template page appear under its Page Variations section.

Custom object pages appear under Object Pages.

5.
Open a standard page by selecting it, or open an object page by clicking > Edit in the Page Variations section.

6. Add and configure page components.

7. If you’re using the Customer Service template, set the page’s visibility.
8. Preview and publish your community when you’re done.

Tip:
• In Page Properties, you can quickly create alternative versions of the page in the Page Variations tab. For example, you could
create three different Question Detail pages to test out various layouts or styles, or to assign them to different audiences. To
create a page variation, click New Page Variation in the Page Variations tab.

You can also duplicate a page variation by clicking > Duplicate.

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• Use the Navigation Menu component to create custom navigation nodes for new pages.

IN THIS SECTION:
Delete a Page in Community Builder
Remove a community page or page variation that you no longer need by deleting it in Page Properties.

Delete a Page in Community Builder

Remove a community page or page variation that you no longer need by deleting it in Page
EDITIONS
Properties.
Keep in mind that you can’t delete: Available in: Salesforce
Classic (not available in all
• The default pages and objects that come with the template
orgs) and Lightning
• A page’s default page variation Experience
• A custom object page (detail, list, or related list) but you can delete the entire object
Available in: Enterprise,
To delete a page or page variation: Performance, Unlimited,
1. In Community Builder, open the Pages menu. and Developer Editions

2. Open Page Properties for the page that you want to delete. Click beside the page on the
top toolbar, or click beside the page in the Pages dropdown menu. USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

3.
To delete the page or a page variation (if available), click (1) on the page variation row and select Delete (2). Confirm your
delete request in the Delete this page variation? dialog to complete the task.

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Control Public Access for Each Page in Your Community

Set page-specific access to your community pages, so you can restrict or open up access as you
EDITIONS
see fit.
If you want folks to access your community without logging in, enable Public can access Available in: Salesforce
the community under General Settings in Community Builder. Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Alternatively, you can set page-level access in Page Properties.
Setup and Configuration
Community Default Setting
Reflects your choice for Public Access under General Settings. If you allow public access, your
community pages are accessible to the public, including unlicensed users by default. If not, members must log in to access the
community.
Public
Makes the page public, regardless of the community’s default setting.
Requires Login
Makes the page private and requires members to log in, regardless of the community’s default setting.

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How do these settings work with audience criteria-based page visibility in Community Builder? When a member is trying to access a
page, we first check the community’s default setting. Is it public or does it require users to log in? After that first check, we look at the
page access. Once that’s cleared, we finally check the audience criteria-based visibility you set in Page Variations.
How does this logic work for standard pages?

And what’s the logic behind pages that show object data?

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You can also set privacy settings at the component level for some components, such as the Tabs and the Navigation Menu components.
To make a component on a public page visible to guest users, select the Publicly available check box in the component’s properties.

Important:
• There are some exceptions to the rule. Some pages are always public, while others are always private. Public pages include
login-related pages (Login, Register, Forgot Password, Login Error, Check Password). The Messages page (for direct messages)
is always private.
• If public access is enabled in Community Builder at the page or community level, the Let guest users view asset files on
public pages preference is enabled in Administration > Preferences in Community Workspaces or Community Management.
This preference lets guest users view asset files shared with the community on publicly accessible pages. It remains enabled
as long as any page has public access enabled.
• When you add custom components to your community, they can bypass the object- and field-level security (FLS) you set for
the guest user profile. Lightning components don’t automatically enforce CRUD and FLS when referencing objects or retrieving
the objects from an Apex controller. This means that the framework continues to display records and fields for which users
don’t have CRUD permissions and FLS visibility. You must manually enforce CRUD and FLS in your Apex controllers.

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Add Markup to the Page <head> to Customize Your Community

Add custom analytics, improve your SEO results, and more by adding custom markup to the page
EDITIONS
<head> in Community Builder. For example, you can include SEO meta tags that are visible only
to search engines or add a favicon or web page icon. Available in: Salesforce
For security purposes, we restrict the tags, attributes, and values allowed in the head markup of Classic (not available in all
your pages. orgs) and Lightning
Experience
Important: If you’ve selected Strict CSP as your Script Level Security on page 148, some of
your existing head markup may not work correctly. Test your markup in your sandbox or DE Available in: Enterprise,
orgs first before activating in live orgs in a future release. Performance, Unlimited,
and Developer Editions
Allowed Tags Allowed Attributes
USER PERMISSIONS
<base> href, target

<link> as, charset, crossorigin, disabled, href, hreflang, id, import, To create, customize, or
publish a community:
integrity, media, rel,1 relList, rev, sheet, sizes, target, title, type
• Create and Set Up
1
For rel, allowed values are alternate, apple-touch-icon, Communities AND View
apple-touch-icon-precomposed, apple-touch-startup-image, Setup and Configuration
author, bookmark, canonical, external, help, icon, license,
manifest, mask-icon, next, nofollow, noopener, noreferrer,
pingback, prefetch, preload, prev, search, shortcut icon,
stylesheet, and tag.

<meta> charset, content, http-equiv,2 name, property, scheme

2
For http-equiv, allowed values are cleartype, content-type,
content-language, and default-style.

Note: The attribute

http-equiv="X-UA-Compatible" is only
supported in combination with
content="IE=Edge".

<script>

<noscript> Within <noscript> only the following elements are

supported: <img>, <a><img>, <iframe>

<title> None allowed

Note: If the code in your <head> tag is invalid, you will not be able to save your work. If you have entered unsupported code,
you can hover over to see details on the issues.
Existing head components that contain invalid markup will be stripped from the page before it is rendered. To get the head
working again, use Community Builder to edit out the unsupported tags.

1.
In Community Builder, click on the left sidebar and click Advanced.

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2. Click Edit Head Markup.

3. Enter the required HTML.
4. Save your changes.
When you add custom markup, the code is added to the <head> of every page in your community, including login pages.

Example: Here we’ve added HTML to include a favicon on our community’s pages.

Audience Targeting
Audiences are sets of criteria used to define community member segments. Use them to keep your
EDITIONS
community members engaged by offering them personalized, relevant content in a customized
community. Available in: Salesforce
Note: This functionality is available in the Winter ’16 and later versions of the Customer Classic (not available in all
orgs) and Lightning
Service template.
Experience
Say that a company offers a product that is called by different names in different regions. Rather
than creating different communities, the community manager could simply create different Available in: Enterprise,
experiences of the same community. Using Builder, the community manager can apply sets of Performance, Unlimited,
criteria to pages, components, or branding sets and what members see varies depending on their and Developer Editions
location. And that’s just one type of criteria. Here’s all of them.
• Profile USER PERMISSIONS
• Location To create, customize, or
• Domain publish a community:
• Create and Set Up
• User Object
Communities AND View
• Record Type Setup and Configuration

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Profile lets you choose members who fit a specific profile as you’ve defined it in your org. Location, determined by the members’ IP
addresses, selects members who are in specific area, like a state or country. Domain chooses members based on how they come into
your community. For example, coffee.awsimporters.com and tea.awsimporters.com. Record type selects members who match a particular
record type, like group.
User object is a bit different and offers the ability to use CRM fields as audience criteria. This option gives you the power to use customer
information to create very specific criteria, such as which department a member is part of or what company they work for.
Apply the criteria you create to entire pages, individual components, or branding sets for different effects. Applying audience criteria to
page variations means that members see, for example, different home pages. Applying criteria to a component means that everyone
sees the same page, but what’s on the page can be different. Applying criteria to branding sets lets you display the same content but
with entirely different looks and feels.
You can also apply multiple criteria and finely tune your member segment targeting, but most likely some members fit in more than
one criteria. To get the target group you want, set the order criteria are applied. Choose which branding set or page takes precedence
by dragging and dropping them into the order you want.
One other aspect to consider when using multiple criteria is the effects of layering. For example, you have a California audience assigned
to a page. On that page, you assign a component to a company. The effect is that only members who work for that company in California
can see the component.
A note about page visibility: Aside from Audiences, you control who sees a page by setting its visibility. After you create the page variations
you need in Page Manager, choose from three visibility options that, when combined with a page’s published status, determine whether
a page is visible to your community members.
Default: All users unless set by profile
When the page is published, it’s visible to all valid community members, except members whose profiles are assigned to a different
page variation. Each page must have one default page variation.
By Profile
When the page is published, it’s visible only to users with the selected profiles.
None
Even if the page is published, it’s not visible to users.

IN THIS SECTION:
Considerations for Using Criteria-Based Audiences
Criteria-Based Audiences are a great way to target specific members of your community with the right content. As you work with
them, though, there are some things to consider.
Manage Audience Targeting for Pages and Groups in Communities
Combine audience criteria to control which page is visible to your community members, creating a custom experience and even
custom groups.
Target Audiences Using CRM Fields
Starting with the User criteria, select your way to the CRM field you want to use to create audience criteria.
Assign Audiences to Components
Assign audiences to community page components and further refine your audience targeting.

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Considerations for Using Criteria-Based Audiences

Criteria-Based Audiences are a great way to target specific members of your community with the
EDITIONS
right content. As you work with them, though, there are some things to consider.
General considerations: Available in: Salesforce
Classic and Lightning
• You can change the priority of your criteria by dragging and dropping them into the order you
Experience
want.
• Layering audiences can be tricky. For example, if you have a San Francisco audience assigned Available in: Enterprise,
to a page variation, all your members in San Francisco can see the page. If you add company Performance, Unlimited,
name audience criteria to a component on the page, that component is visible only to members and Developer Editions
in San Francisco who also work for that company. On the other hand, if you assign a California
audience to the component, no one outside of San Francisco sees it because the entire page
is already assigned to the more specific San Francisco audience.
Performance considerations:
• Keep your location criteria broad. If the location is unlikely to have much traffic, try using a larger geographic area. For example,
instead of a city, use a state or even country.
• To increase the traffic to your page, combine audiences. Instead of having multiple audiences that differ only by the city, combine
them into one and add each city to the location criteria.
• Limit audiences to significant differences. If there are minimal differences in pages, such as content of a component, use actions to
dynamically vary the component content instead.
Location criteria considerations:
• Location is the user’s IP location, which could potentially be located in a neighboring area.
• The location permission is not on by default in Developer Edition orgs. Contact Salesforce if you want to use this feature in that
edition.
• Use of Google API is not permitted in some countries. Location criteria don’t work for those areas.
Domain criteria considerations:
• Available domains are created in Salesforce Setup and associated with a community, using a custom URL.
• Domain criteria are not available in sandbox or Developer Edition orgs.
Record Type criteria considerations:
• Record Type criteria can only use the equals and not equals operators.
Audiences based on CRM fields considerations:
• You can’t assign Record Type criteria to a component.
• You can’t assign audiences to the components in the template header and footer sections.

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Manage Audience Targeting for Pages and Groups in Communities

Combine audience criteria to control which page is visible to your community members, creating
EDITIONS
a custom experience and even custom groups.

Note: This functionality is available in the Winter ’16 and later versions of the Customer Available in: Salesforce
Service template. Classic (not available in all
orgs) and Lightning
To assign audience criteria to a page variation. See Audience Targeting for details and considerations Experience
when using audience criteria.
Available in: Enterprise,
1. In Page Manager, select the page you want to edit. Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2. Hover over the page name to bring up the ellipsis.

3. Click on the ellipsis to bring up the page options.
4. Open the Page Variations tab.
5.
Under Actions, click > Manage Audience.
6. Select the criteria that you want for your audience.
7. To update the visibility settings of:
• An unpublished page, click Save. The visibility changes don’t go live until you publish your community.

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• A published page variation, click Publish Visibility Changes. The visibility changes go live immediately, but any other pending
changes must be published separately.

To set the visibility of a page variation to Default, click > Set Visibility to Default.
To set the visibility of a page variation to None, remove any assigned profiles or set the visibility of another variation to Default, as
appropriate.

Target Audiences Using CRM Fields

Starting with the User criteria, select your way to the CRM field you want to use to create audience
EDITIONS
criteria.
By selecting the fields on CRM objects, you can create highly targeted audience criteria. Say that Available in: Enterprise,
your organization has an employee community. You could set it up so that different pages appear Professional, Unlimited,
to different departments. Marketing sees what they need, Sales sees something else, and so on. and Developer editions.

Example: Let’s look at how that would work. First, create an audience, then click the
dropdown next to User.

Selecting Contact opens another dropdown with more options.

Next, select Department and then enter the criteria. Give your audience a name, and you’re
ready to start assigning.

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Assign Audiences to Components

Assign audiences to community page components and further refine your audience targeting.

Available in: Enterprise, Professional, Unlimited, and Developer editions.

For example, you have a page that’s assigned to customers in the U.S., but you want different topics and feeds to appear for customers
in California. Go to the page in Builder, and click the component. The blue outline indicates it doesn’t have an audience assigned to it
yet.

Click the arrow next to the component name, and select Assign Audience.

Choose California from the list of audiences, click Assign, and then click Done.

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Notice that the header component’s outline is now purple and the audience icon appears next to the name to indicate it has an assigned
audience. A note at the top of the page letting you know that at least one component has a specific audience. The component details
lists the audience.

Note: A couple things to keep in mind:

• You can’t assign Record Type criteria to a component.
• You can’t assign audiences to the components in the template header and footer sections.

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Update Your Editor

To improve how you edit your page content, we moved HTML editing to a dedicated HTML Editor
EDITIONS
component.
There’s no need to upgrade your existing Rich Content Editor components unless you want to edit Available in: Salesforce
the content. In that case, we prompt you to move the content to the appropriate new editor, either Classic (not available in all
Rich Content or HTML. We position the new editor right below the original so it’s easy to compare orgs) and Lightning
and adjust your content. When you’re sure it looks good in the new editor, delete the old Rich Experience
Content Editor component. Available in: Enterprise,
Not sure which editor to choose? Try both! Compare the moved content to the original content in Performance, Unlimited,
Preview and then delete the components you don’t need. Your changes are not live until you and Developer Editions
publish your community.
1. Click any existing rich content editor on your page. USER PERMISSIONS
2. Choose an editor.
To create, customize, or
To create and edit simple rich content and quickly add links, images, and videos, use the updated publish a community:
Rich Content Editor component. No need to edit the HTML directly. There are new tools to • Create and Set Up
underline and add background color to text. If you prefer more formatting control and are Communities AND View
comfortable working with HTML, use the HTML Editor component instead. Setup and Configuration
Did you work with source code in the original Rich Content Editor component? If so, you probably
want to move to the dedicated HTML Editor component. The moved content is more likely to
display exactly like your original content.

3. Check your content in the new editor. When you're happy that everything looks correct in the new component, delete the old one.

Example: If you use multiple inline images and want control over alignment and text formatting, use the HTML Editor component.

For neatly centered text and video, use the Rich Content Editor component.

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Use Visualforce in Lightning Communities

If you have created Visualforce pages, actions, buttons, links, and canvas apps for your Salesforce
EDITIONS
Tabs + Visualforce template-based communities, you can reuse those elements in Lightning
communities. Available in: Salesforce
Note: To include a Visualforce page on a community page, use the Visualforce Page Classic (not available in all
orgs) and Lightning
component in Community Builder.
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

For example, say that you have the Salesforce CPQ app installed in your org. You can create a quote detail page and use the Visualforce
Page component to display the quote line editor or other pages. If you have configured actions, buttons, and links, associated with
standard or custom objects, they work in communities as well. And canvas app overlays let you host third-party applications in your
community.
1. Give Visualforce page access to users by profile.
a. From Setup, enter Profiles in the Quick Find box, then select Profiles.
b. Click the name of the profile you want to modify.

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c. On the Profile page, click Enabled Visualforce Page Access.

d. In the Enabled Visualforce Page Access section of the Profile page, click Edit.
e. In the Available Visualforce Pages list, select the Visualforce pages that you want to make available to this profile and then click
Add.

f. Click Save.

2. Make the Visualforce page available for your community.

a. From Setup, enter Visualforce Pages in the Quick Find box, then select Visualforce Pages.
b. Click Edit for the page you want to make available for your community.
c. Select Available for Lightning Experience, Lightning Communities, and the mobile app and click Save.

Visualforce Page Component—To add a Visualforce page to your Customer Service community, drag and drop the Visualforce
Page Component from the Components panel to the page. Select the Visualforce page you want to use in the property editor.

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Tip: If the Visualforce page requires the Record ID from an object such as Account, create object pages for Account. Then
drag and drop the Visualforce Page component onto the object’s detail page. The Record ID field adjusts to the object’s ID.
Custom Actions—If you have custom actions with an action type of Custom Visualforce associated with a Visualforce page, these
actions work in published communities. When users click the action button, the associated Visualforce page displays.

Important: Overrides to standard Visualforce actions such as View, New, Edit, and Delete are not supported in communities.
These buttons on record detail pages don’t display in communities.
Custom Buttons and Links—If you have custom buttons and links with a content source of Visualforce Page, these buttons and
links work in published communities. When users click the button or link, the associated Visualforce page displays.

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Note: The Behavior setting for custom buttons and links is not supported. When users click custom buttons in published
communities, the Visualforce page is always displayed in the current window.
Visualforce custom list buttons are not supported in communities.

Canvas Apps—You can use canvas apps as custom actions to give users access to the functionality of your apps in communities.
Configure your canvas app for Lightning Component and Visualforce Page in Canvas App Settings. You can then load the canvas
app inside a Visualforce page, Visualforce action, and Lightning components in published communities.

Note: Canvas quick actions are not available for guest users.
You can opt to hide the publisher header and publisher Share button in Canvas App Settings.

Best Practices for Using Visualforce in Communities

• Community Branding—When developing your Visualforce page code, set the showHeader attribute to true. That way,
branding properties you set in Administration > Branding in Community Workspaces or Community Management also apply
to the Visualforce page component in your Customer Service community. To modify the default gray background for Visualforce
components, change the Header Background property on the Branding page.
• Mobile—To enable Visualforce pages to display community branding on mobile, set standardStylesheets=true or
showHeader=true in your Visualforce page code.
• URLs—If your Visualforce page contains links to other Visualforce pages, ensure that the Visualforce markup includes http://
or https:// at the start of the URL. Also, if your page is locked in a frame, use the target="_top" attribute to open the
page in the full body of the window. For example,
<a href="https://yourVFpageURL.com" target="_top" >Name of Visualforce Page</a>

• JavaScript Sources—Use JavaScript sources such as connection.js, apex.js, debugshell.js, and util.js
in Visualforce pages in either of the following ways:
<apex:includeScript value="/soap/ajax/36.0/connection.js"/> or
loadScript("/soap/ajax/36.0/connection.js")

• Images—Hard-coded image URLs in Visualforce pages are not supported in Community Builder preview. We recommend that
you upload images as static resources as follows:

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<img alt="{{msg.severity}}" class="msgIcon" src="{!$Resource.spacerImage}"

title="{{msg.severity}}"/>

Add Streams to Your Community

Your community members can combine multiple feeds into a stream to create a single point of access to related information. Combine
feeds of top contributors or discussions concerning a particular product line. Create a stream that combines feeds from discussions,
groups, topics, profiles, and all kinds of objects, like cases, opportunities, and accounts. No more jumping from feed-to-feed to get a
sense of what people are saying. Each member can create up to 100 streams.
In the Community Builder, add the Stream List page to navigation, and you’re done.
1. In your community, open the Community Builder.
2. Click the navigation bar, and then click Navigation Menu.
3. Click Add Menu Item.
4. In the Menu Item panel, enter a name for the Stream List page, for example, STREAMS.
5. For Type, select Community Page.
6. For Page, select Stream List.
7. Choose whether to make the Stream List page publicly available.
8. Click Publish, and then click Publish again.
9. In the banner, click Publish, and then, in the confirmation dialog, click Publish again.
Community members have access to tools for creating and viewing their own streams.

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Share More Salesforce Object Data in Your Community

The Customer Service template allows you to share record data for accounts, cases, contacts, tasks,
EDITIONS
events, and custom objects with minimal configuration. Record data respects user permissions via
licenses, profiles, permission sets, and sharing rules. Available in: Salesforce
Note: This functionality is available in the Winter ’16 and later versions of the Customer Classic (not available in all
orgs) and Lightning
Service template.
Experience
• Create a list of records and link to it.
Available in: Enterprise,
• Display record details in your community with the out-of-the-box Record Detail page or create
Performance, Unlimited,
a custom page.
and Developer Editions
You can also add groups to your community in the same way.

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

Share a List of Records in Your Community

Create record list views for accounts, cases, contacts, and custom objects and link to them from the
EDITIONS
Customer Service template navigation menu. Use an out-of-the-box or custom page layout to
display the list of records. Available in: Salesforce
Note: This functionality is available in the Winter ’16 and later versions of the Customer Classic (not available in all
orgs) and Lightning
Service template.
Experience
1. In Community Builder, drag the Navigation Menu component to add it to the appropriate page
in the template. We recommend adding it to the Home page. Available in: Enterprise,
Performance, Unlimited,
2. Create a navigation menu item pointing to a supported Salesforce object. Currently, the Customer and Developer Editions
Service template supports accounts, cases, contacts, and custom objects.

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

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3. Publish your changes.

Note: If your community is active, your navigation menu item changes immediately appear to your community members.

That’s it! This creates a navigation menu item, which links to a list of the selected object’s records. Under the hood, your data is retrieved
from Salesforce and displayed using the generic Record List page. This page is available out-of-the-box in the Customer Service template
and uses the Record Home List View Lightning component to display data in an appropriate layout.

Note: The generic Record List page provides the default list view layout for objects that don’t have a predefined or custom list
view page assigned. For example, if you create a navigation menu item for another Salesforce object, it uses this same page. If you
modify the Record List page, be sure to account for all the affected objects.

Example: A list view page for a custom object called Featured Products.

• Creating a navigation menu item is the easiest way to link to a list of records for an object. If you prefer to use a custom list view
page for an object, create a new page for your community using Community Builder. Choose the Standard page type with a

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single-column layout. Add the Record Home List View component to the page, configure the component properties to point to the
object, and then publish the page. To link to the page, create a custom navigation menu item and use the internal page URL.
• Users can access only records they have access to via licenses, profiles, permissions, and sharing rules, same as in Salesforce. Users
with the "Create" permission for the object can create records from the list view page. The ability to create records from this page
isn’t supported on mobile devices.
• You can hide a navigation menu item from guest users to block access to the associated record list view page.
• When users click a record on this page, the record details are displayed using the layout from the generic Record Detail page. If you
create a custom record detail page and assign it to the object, we use that page instead.
• Clicking a record in the list view displays the record details, which are displayed using the Record Detail page in the Customer Service
template.

SEE ALSO:
Navigation Menu
Record List

Display Record Details in Your Community

Display record details using the generic Record Detail page or create custom record detail pages.
EDITIONS
Note: This functionality is available in the Winter ’16 and later versions of the Customer
Service template. Available in: Salesforce
Classic (not available in all
The Customer Service template supports a record detail page that you can use out of the box with orgs) and Lightning
no configuration. All objects in your community without a preassigned record detail page use this Experience
generic page, called Record Detail, to display record data. For example, consider the scenario where
a user lands on a case detail page (with a preassigned case detail layout) and clicks a contact in the Available in: Enterprise,
related records. If you haven’t created a custom record detail page for contacts, the contact Performance, Unlimited,
information is displayed using the generic Record Detail page. Under the hood, the Record Detail and Developer Editions
page uses the Record Headline and Record Information Lightning components to display record
data. USER PERMISSIONS
• Record Headline: Displays the record name and key record highlights along with buttons to
To create, customize, or
edit and delete the record. publish a community:
• Record Information: Displays all record details including related records and the record feed. • Create and Set Up
It also allows users to create new related records and post to the record feed. Communities AND View
Setup and Configuration
Optionally, you can create custom record detail pages for accounts, contacts, cases, tasks, events,
and custom objects.
1. Create a new Data Detail page in Community Builder and pick a supported object.
2. Add the Record Headline and Record Information components to the page and configure the component properties in the property
panel.
3. Publish your changes.

Note: If your community is active, your navigation menu item changes immediately appear to your community members.

Example: The record detail page for a custom object with the Record Headline (1) and Record Information (2) components.

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• Users accessing the community on a mobile device have access to actions from the record detail page. For example, a partner user
with create and edit access to accounts can create accounts or update an account as needed.
• Some objects have preassigned record detail pages to display record data (such as cases). You can check the available pages and
assignments for each object in Community Builder in Page Properties.
• Objects without preassigned record detail pages use the generic Record Detail page. If you modify the Record Detail page layout or
configuration, be sure to account for all objects that use this page layout.
• Users without the necessary license, profile, and permissions can’t access record data.
• Users with the necessary permissions can create records from the related lists, and edit and delete the record from the record headline.
These actions aren’t supported on mobile devices.
• Page layouts for each object in Salesforce determine what fields display in the Record Information component. The fields in the
Highlight Panel layout determines what displays in the Record Headline component. This feature includes support for record types.
You can modify the page layout, the Highlight Panel, and record type settings in Salesforce Setup.
• Enable feeds on records in Salesforce to allow users to post on them in communities.

SEE ALSO:
Record Banner
Record Information Tabs
Record Related List

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Add Groups to Your Community

Want more collaborative communities? Allow community members and guest users to browse
EDITIONS
and join groups in your Customer Service community. Use the out-of-the-box design for groups
or create your own customized version of the group detail page using separate components. Available in: Salesforce
Note: This functionality is available in the Winter ’16 and later versions of the Customer Classic (not available in all
orgs) and Lightning
Service template.
Experience
1. To enable groups in your community, add groups to the community navigation menu.
Available in: Enterprise,
This automatically displays a menu item that links to a list of groups in your community. If you Performance, Unlimited,
make the menu item publicly available, even guest users who aren’t logged in to your community and Developer Editions
can browse through the list of active public groups.

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2. Publish your community.

3. If you haven’t already, customize the group publisher layout to include the Add Member action. This action allows group owners
and managers to add members to the group, and isn’t shown in the list of actions in the group by default.
When users click on the name of an active group in the community, they’re redirected to the group detail page. If it’s a private group,
they’re asked to log in. Only logged-in group members can view private group content.
A few things to keep in mind:
• When you enable groups in your community, the default Group Detail page is used to display group data. This page uses the Group
component under the hood for formatting and layout. The Group component is a composite, one-stop component that includes
the group banner, group details, related lists, and the group feed. We recommend using this composite component, especially if
you want your community pages to be responsive across desktop and mobile device browsers.
• If you prefer to use a different layout or want more granular control over the placement of group content, create a custom community
page and use the Group Banner, Group Details, Group Related List, and Feed components. Depending on how you use the individual
components, custom pages might not be responsive across all devices.

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Group list in the Customer Service Template

Group detail page in Customer Service Template

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External Data Sources in Your Community

Access your external data and content that are stored outside your Salesforce org from your Customer
EDITIONS
Service template community.
Let your community users access: Available in: Salesforce
Classic (not available in all
• Data that’s stored in another Salesforce org, SAP® NetWeaver Gateway, or IBM WebSphere® that
orgs) and Lightning
your org accesses via Salesforce Connect
Experience
• Content that’s stored in Google Drive or SharePoint that your org accesses via Files Connect
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

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ID

Example: Let’s say you have a partner community for sales, and you store your product order information in a back-office ERP
system. You can surface that information to your sales partners, enabling them to view and update orders within the context of
all related data regardless of where it’s stored.
Or maybe you store your templates for contracts and other agreements in a non-Salesforce environment. Your sales partners can
access the latest versions of that content as needed.

SEE ALSO:
Salesforce Connect
Identity Type for External Data Sources

Track Community Users with Your Google Analytics Tracking ID

Add your Google Analytics™ tracking ID to track page views in your community. Enable access to
EDITIONS
your Salesforce data for deeper insights. Then, adjust your community’s pages to more accurately
reach your customers. Available in: Salesforce
To track using Google Analytics: Classic (not available in all
orgs) and Lightning
1.
In Community Builder, click on the left sidebar and click Advanced. Experience

2. Enter your Google Analytics tracking ID. Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

3. To track user types, user IDs, and search activity, enable Let Google Analytics access your Salesforce data for deeper insights
into search activity.
4. To enable the masking of IP addresses on the Google server side, which helps with privacy compliance or concerns, Use IP
Anonymization .
5. To enable the service, publish the community.
Your community’s analytics data streams directly to the Google Analytics service where you can review and interpret it.
Once you’ve set up Google Analytics to integrate with your Salesforce community’s data, you can either create your own reports or you
can install the preconfigured Google Analytics for Salesforce Communities package. For more information, see the Google Analytics for
Salesforce Communities package write-up.
For developers of custom Lightning components for Communities, we provide the global
forceCommunity:analyticsInteraction event. Use this event to track events triggered by the custom component.

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ID

IN THIS SECTION:
Configure Google Analytics™ for Salesforce Communities
Set up Google Analytics to track User IDs, community user types, and search activity so this information can be pulled into meaningful
reports.

SEE ALSO:
Lightning Components Developer Guide: forceCommunity:analyticsInteraction

Configure Google Analytics™ for Salesforce Communities

Set up Google Analytics to track User IDs, community user types, and search activity so this
USER PERMISSIONS
information can be pulled into meaningful reports.
Google Analytics integrates with your self-service community to track user types, user IDs, pageviews To create, customize, or
on Salesforce objects, and customer search activity. To correctly capture this information, some publish a community:
• Create and Set Up
initial setup is required.
Communities AND View
1. First, let Google Analytics access your data to collect page views. Go to Settings > Advanced Setup and Configuration
in Community Builder and enter your Google Analytics ID. For more information about the
Google Analytics ID, check the Google Analytics documentation.
2. Then select Let Google Analytics access your Salesforce data for deeper insights into search activity to allow Google Analytics
to track user types, user IDs, and customer search activity within your community.
3. Select Use IP Anonymization to enable the masking of IP addresses on the Google server side, which helps with privacy compliance
or concerns.
4. Create custom dimensions in your Google Analytics account that capture user type and Salesforce object information. From your
Google Analytics account, go to Admin > Property > Custom Definitions > Custom Dimensions. Click +New Custom Dimension.
The first dimension you create in your Google Analytics account is automatically sorted as Index 1.
a. For Index 1, enter the Name: User Type and select Hit for the scope.
b. For Index 2, enter the Name Salesforce Object and select Hit for the scope.

5. Create a User-ID view. With the User-ID view, you can analyze how specific segments of traffic with an assigned ID engage with your
content. To create a User-ID view, go to Admin > Property > Tracking Info > User-ID and follow the instructions.
a. For the User-ID view, enter the Name: User Explorer.

6. To track how different types of users are interacting with the community, click Reporting > Audience > User Explorer > User
Flow
7. Once you’ve set up Google Analytics to integrate with your Salesforce community’s data, you can either create your own reports or
you can install preconfigured Google Analytics for Salesforce Communities package. Click here for more information about the
Google Analytics for Salesforce Communities package.

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Multilingual Communities Overview

Community Builder lets you create different language versions of your community. All languages
EDITIONS
are maintained within the community so you don’t have to create and manage a separate community
for each language. Available in: Salesforce
Add and manage the languages that you want your community to support. After you add a language Classic (not available in all
orgs) and Lightning
to the community, you’ll notice the language selector globe on the toolbar, which lets you Experience
and your team switch between languages when editing the content of a page. Content editing is
Available in: Enterprise,
quick and easy because you never have to leave the page to change to another language.
Performance, Unlimited,
Contributors, designers, and admins can each add language-specific content to a page using the and Developer Editions
language selector.
As a community admin or designer, you can also export community content as an .xml file and USER PERMISSIONS
send it to your translation service. After you receive the edited file, simply import it back into your
community to populate each page with the translated content. To create, customize, or
publish a community:
In turn, to let your community visitors choose their preferred language from available languages
• Create and Set Up
when viewing the community, you can add a Language Picker component to your pages. And in Communities AND View
case any part of the community content isn’t available in their chosen language, you can specify a Setup and Configuration
fallback language to display instead.

Example: For example, if a community visitor chooses French (CA) from the Language
Picker, but there is no content for that page in French (CA), content in the fallback
language—say, French (FR)—is displayed instead.

IN THIS SECTION:
Create a Multilingual Community
Creating a multilingual community is a multistep process. It involves defining the languages you want your community to support,
adding translated content for each language, and letting your community visitors choose their preferred language.
Set the Default Language for Your Community
The default language is the language in which your community initially displays. By default, it’s set to English (US), and it serves as
the starting point when you add new languages.
Add Languages to Your Community
Add the languages you want your community to support.
Set Language Options
After you add community languages in the Languages view, you can define separate settings for each one.
Edit Language Content on the Page
The Community Builder language selector lets you switch between languages as you edit content on each page.
Export Language Content
Export one or more community languages as an .xml file that you can send to your translation service.
Import Translated Content
After your translation service has completed the translations, import a translated .xml file back into your community.
Delete a Language
When you delete a language, the translated content is not deleted—it’s just no longer available to your or your team. When you
add the language back to the community, you can access the translated content again.

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Set Up and Manage Salesforce Communities Multilingual Communities Overview

Create a Multilingual Community

Creating a multilingual community is a multistep process. It involves defining the languages you
EDITIONS
want your community to support, adding translated content for each language, and letting your
community visitors choose their preferred language. Available in: Salesforce
1. Set the default language for your community. It’s important to set the default language before Classic (not available in all
you add translated content to your community. orgs) and Lightning
Experience
2. Add languages to the community.
3. Set options for each language, such as the display label and fallback language. Available in: Enterprise,
Performance, Unlimited,
4. Export the content for translation and then import the translated content. and Developer Editions
5. Add a Language Selector component to your community pages, so unauthenticated community
users can choose their preferred language. USER PERMISSIONS

SEE ALSO: To create, customize, or

publish a community:
Multilingual Communities Overview • Create and Set Up
Edit Language Content on the Page Communities AND View
Setup and Configuration
Language Selector

Set the Default Language for Your Community

The default language is the language in which your community initially displays. By default, it’s set
EDITIONS
to English (US), and it serves as the starting point when you add new languages.
It’s important to set the default language before you add any language content to your community. Available in: Salesforce
This setting is not associated with the default language setting in your Salesforce org. Classic (not available in all
orgs) and Lightning
1.
On the left sidebar, click > Languages. Experience

2. Select a language in the Default Community Language list. Available in: Enterprise,
Performance, Unlimited,
Note: If you decide to change the default language after you add translated content, you and Developer Editions
must first export the translated content, then change the default language, and finally, import
the content back into your community. Otherwise the translated content won’t appear for
the newly selected default language. USER PERMISSIONS

For example, let’s say you make English the default community language and add French as To create, customize, or
a community language. After you add content in both English and French, you decide to publish a community:
change the default community language to French. To preserve the French content, you • Create and Set Up
must first export it. Then, select French as the default community language before importing Communities AND View
Setup and Configuration
the French content back into the community.

SEE ALSO:
Add Languages to Your Community
Set Language Options

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Set Up and Manage Salesforce Communities Multilingual Communities Overview

Add Languages to Your Community

Add the languages you want your community to support.
EDITIONS
1.
On the left sidebar, click > Languages. Available in: Salesforce
2. Click Add Languages. Classic (not available in all
orgs) and Lightning
3. Select the languages you want to add to your community. Experience
4. If necessary, reorder the list as you want it to appear in any language selector.
Available in: Enterprise,
5. Save your changes. Performance, Unlimited,
and Developer Editions
SEE ALSO:
Set the Default Language for Your Community USER PERMISSIONS
Edit Language Content on the Page To create, customize, or
Set Language Options publish a community:
Delete a Language • Create and Set Up
Communities AND View
Setup and Configuration

Set Language Options

After you add community languages in the Languages view, you can define separate settings for
EDITIONS
each one.
1. Available in: Salesforce
On the left sidebar, click > Languages. Classic (not available in all
2. Select a language in Community Languages. orgs) and Lightning
Experience
3. Update any of the following settings:
Available in: Enterprise,
Option Description Performance, Unlimited,
and Developer Editions
Active on Live Community If you add a language picker component to
your active community, this checkbox controls
whether the language shows in the list. Use USER PERMISSIONS
the property to hide a language until you’re To create, customize, or
ready to release the associated content to your publish a community:
community visitors. • Create and Set Up
Communities AND View
Fallback Language The fallback language displays when there’s
Setup and Configuration
no content available for the currently selected
language. For example, if a community visitor
chooses Japanese from the language selector,
but there is no content for that page in
Japanese, content in the fallback language is
displayed.

Display Label You can define the display label for each
language. The display label appears in any
language picker components you add to your

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Set Up and Manage Salesforce Communities Multilingual Communities Overview

Option Description
community and in the language selector in Community Builder.

SEE ALSO:
Add Languages to Your Community
Set the Default Language for Your Community

Edit Language Content on the Page

The Community Builder language selector lets you switch between languages as you edit content
EDITIONS
on each page.
When the page is open: Available in: Salesforce
Classic (not available in all
1. Select a language in the Community Builder language selector.
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2. Select a component on the page.

The Property Editor for the selected component is displayed. By default, all components inherit the default community language so
you see English (US) values until you add your language content.
3. Enter the translated content in the appropriate fields.

Note: Community Builder does not validate languages as you enter content. Take care to add the correct content for the selected
language.

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Set Up and Manage Salesforce Communities Multilingual Communities Overview

Export Language Content

Export one or more community languages as an .xml file that you can send to your translation
EDITIONS
service.
1. Available in: Salesforce
On the left sidebar, click > Languages. Classic (not available in all
2. Click Export Content. orgs) and Lightning
Experience
3. Select the language content that you want to export for translation.
Available in: Enterprise,
4. Optionally, enter a different filename. The default name is languages.xml.
Performance, Unlimited,
5. Click Export. and Developer Editions
6. If required by your browser, choose where to save the file.
After you export the .xml file, you can send it for translation. USER PERMISSIONS

Example: The .xml file contains a time stamp attribute that records the time of the export, To create, customize, or
and encloses all translatable content in CDATA sections, as shown in this example. publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

When you receive the translated .xml file, import it back into the community.

SEE ALSO:
Import Translated Content

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Set Up and Manage Salesforce Communities Multilingual Communities Overview

Import Translated Content

After your translation service has completed the translations, import a translated .xml file back into
EDITIONS
your community.
1. Available in: Salesforce
On the left sidebar, click > Languages. Classic (not available in all
2. Click Import Translation. orgs) and Lightning
Experience
3. Drag and drop or browse to select a translated .xml file.
A message appears to indicate whether the content was imported successfully, unless the file Available in: Enterprise,
is over 1 MB. In that case, you’ll receive an email when the import process finishes. Performance, Unlimited,
and Developer Editions
After you import the translated content, test your pages to make sure the content displays correctly.
For each page, use the Community Builder language selector to view the page in each supported
language. USER PERMISSIONS

To create, customize, or
SEE ALSO: publish a community:
Export Language Content • Create and Set Up
Communities AND View
Setup and Configuration

Delete a Language
When you delete a language, the translated content is not deleted—it’s just no longer available to
EDITIONS
your or your team. When you add the language back to the community, you can access the translated
content again. Available in: Salesforce
1. Classic (not available in all
On the left sidebar, click > Languages. orgs) and Lightning
2. Experience
Click beside the language you want to delete.
Available in: Enterprise,
Performance, Unlimited,
SEE ALSO: and Developer Editions
Add Languages to Your Community
USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

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Set Up and Manage Salesforce Communities Improve Community Performance

Improve Community Performance

Use the Community Page Optimizer to analyze community performance. Use the Community Cloud
EDITIONS
Content Delivery Network (Beta) and browser caching to improve page load times.
Available in: Salesforce
IN THIS SECTION: Classic (not available in all
orgs) and Lightning
Analyze and Improve Community Performance
Experience
The Salesforce Community Page Optimizer analyzes your community and identifies issues that
impact performance. Use the information to refine your design and improve community Available in: Enterprise,
performance for your members. The Page Optimizer is a free plug-in available from the Chrome Performance, Unlimited,
Web Store. Download and install the plug-in as you would any Chrome extension. and Developer Editions

Community Cloud Content Delivery Network Considerations

The Community Cloud Content Delivery Network (CDN) can help you reduce page load times in your community. However, there
are a few things to consider before and while using the CDN.
Set Up the Community Cloud Content Delivery Network
Improve the page load time of your community by setting up a free Salesforce content delivery network (CDN). This feature is
available in Lightning and Salesforce Tabs + Visualforce communities.
Improve Community Performance with Browser Caching
If you use many components in your Lightning community, improve community performance with browser caching. Performance
is about the same for the first page load, but subsequent page loads are faster. The cache is encrypted and secure.
Progressive Rendering Overview
Progressive Rendering prioritizes the display order of your page components. With proper planning and testing, it can improve
display time performance and polish your community’s experience to better engage customers.
Progressive Rendering Guidelines
Here are some guidelines for how to get the most out of Progressive Rendering.
Prioritize Component Display Order with Progressive Rendering
Quickly set the display order of components on your community pages with Progressive Rendering. By carefully optimizing how
your pages display, you can enhance the experience of your site and better engage your community.

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Set Up and Manage Salesforce Communities Analyze and Improve Community Performance

Analyze and Improve Community Performance

The Salesforce Community Page Optimizer analyzes your community and identifies issues that
EDITIONS
impact performance. Use the information to refine your design and improve community performance
for your members. The Page Optimizer is a free plug-in available from the Chrome Web Store. Available in: Salesforce
Download and install the plug-in as you would any Chrome extension. Classic (not available in all
orgs) and Lightning
To download the Community Page Optimizer, in Community Builder, click on the left sidebar Experience
and click Advanced.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

After installation, the Community Page Optimizer is located with your other Chrome extensions.

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Set Up and Manage Salesforce Communities Analyze and Improve Community Performance

Insights
To analyze your community, navigate to your published community, load the page, and then launch the Community Page Optimizer.

The Insights tab (1) evaluates your page based on best practices for web applications developed using the Lightning framework. This
tab displays an overall performance score (3) along with individual scores (5) for various analysis rules. To view details and suggested
actions, click each rule. Click Popout (2) for more room to work.
The Insights tab is conservative in providing recommendations. For further insights, consider reviewing the raw data presented on the
Waterfall, Timeline, Charts, Cost, and Actions tabs.
Click Clear (4) to remove collected metrics. Perform some user actions on the page to collect new metrics and then reopen the Community
Page Optimizer. For example, to gather performance metrics for liking a feed item, clear performance metrics, click Like, and reopen the
Community Page Optimizer.

Waterfall
The Waterfall tab displays all network requests and performance instrumentation data. Click a row to view contextual information in the
sidebar. Click the arrow to the left of each row to expand the information for each row.

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Set Up and Manage Salesforce Communities Analyze and Improve Community Performance

Timeline
The Timeline tab provides a profile of each component’s rendering life cycle. The timeline view is optimized for displaying Lightning
framework metrics, so it’s easier to interpret than Chrome DevTools.

Charts
The Charts tab displays trending information about memory and components as customers use your page.

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Set Up and Manage Salesforce Communities Analyze and Improve Community Performance

Components
The Components tab displays the life cycle counts for each component on the page. This view helps you identify potential component
leaks and unexpected rendering behavior. Use the Component tab along with the Cost tab for an overall view of component performance.

Cost
The Cost tab displays the amount of time each component was busy processing its logic. The lower the time, the better the performance.

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Set Up and Manage Salesforce Communities Community Cloud Content Delivery Network Considerations

Actions
The Actions tab displays a list of all actions performed on the page, along with their timing information.

Export
Export your analysis to a file to share with your development and support teams.

Submit Feedback
We want to hear from you. Share your comments, questions, requests, and any issues that you find. Submit Feedback.

Community Cloud Content Delivery Network Considerations

The Community Cloud Content Delivery Network (CDN) can help you reduce page load times in
EDITIONS
your community. However, there are a few things to consider before and while using the CDN.
Before You Begin Available in: Enterprise,
Performance, and
• Your domain must use the same CNAME as shown on the domain page in Salesforce Setup. If
Unlimited, Editions
the CNAME is different, your domain is redirected from the CDN and without HTTPS support
during certificate renewal or when new domains are added to the certificate.
• If your domain or the subdomain you are adding to the CDN has a Certification Authority Authorization (CAA) record, add a Let’s
Encrypt certificate to the record. Go to the Let’s Encrypt website for more information.
General

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Set Up and Manage Salesforce Communities Set Up the Community Cloud Content Delivery Network

• When you enable the CDN, your domain uses Akamai, a third-party CDN service, to optimize its content delivery. All information
sent to or returned by this domain, which includes data submitted to the domain, web page content returned from the domain,
data tables on those pages, images, files, JavaScript code, style sheets, and static resources, are stored and transmitted by Akamai.
Akamai can offer different privacy and security protections than those offered by Salesforce. Salesforce is not responsible for the
privacy and security of the data that is shared with Akamai. All communications between Akamai and Salesforce are conducted over
HTTPS.

Set Up the Community Cloud Content Delivery Network

Improve the page load time of your community by setting up a free Salesforce content delivery
EDITIONS
network (CDN). This feature is available in Lightning and Salesforce Tabs + Visualforce communities.
To improve page load time performance, the following resources are cached on the Community Available in: Enterprise,
Cloud CDN: Performance, and
Unlimited, Editions
• Resources that are accessible in a public community without authentication, including HTML,
JavaScript, CSS, image, and font files
• Resources that are configured as publicly cacheable, such as Salesforce static resources with USER PERMISSIONS
the Cache Control setting configured to Public
To create, customize, or
The Community Cloud CDN is supported in production environments in Enterprise, Performance, publish a community:
and Unlimited editions. It is not supported in sandbox environments or Developer and Partner • Create and Set Up
Developer editions because they don’t support custom domains. Communities AND View
Setup and Configuration
Note: With the Community Cloud CDN, the server certificate changes frequently. Don’t use
the Community Cloud CDN if your org has API clients that require the exact server certificate
rather than the root certificate authority.
Because the Community Cloud CDN uses shared certificates, each certificate often includes
other customer hostnames in the subject alternative name list.

1. Get Ready
a. From Setup, enter Communities Settings in the Quick Find box, and then select Communities Settings. Click Enable
communities and enter a domain name (for example, MyCompany.force.com).
b. Obtain a custom domain (outside of Salesforce), and add it to your org as a domain record.
c. From Setup, enter Custom URLs in the Quick Find box, and then select Custom URLs. Associate your custom domain to
your community site URL.

2. Provision and Activate the Community CDN

a. From Setup, enter Domains in the Quick Find box, and then select Domains.
b. Next to your custom domain, click Edit for your custom domain.
c. Select Salesforce serves the domain over HTTPS, using a Salesforce content delivery network (CDN) partner and a
shared HTTPS certificate and click Save.
Akamai is the CDN partner.

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Set Up and Manage Salesforce Communities Set Up the Community Cloud Content Delivery Network

The Community Cloud CDN provisioning process and can take 2–6 hours. The Provisioning Status field changes from Provisioning
to Awaiting Activation when complete. You receive an email when the process is complete. No downtime or disruption is
expected during the provisioning process.

Note: Changing to the Salesforce CDN affects SAML Single Sign-On Settings for all custom URLs in that domain. Reconfirm
the SAML Single Sign-On Settings for each HTTPS custom URL in that domain after activating the change. Login Settings
are available in Community Workspaces under Administration | Login & Registration.

d. Activate your domain.

Your community can be unavailable for 10–15 minutes so provision and activate the Community Cloud CDN when your
community traffic is low. The Provisioning Status field changes from Awaiting Activation to Complete.

Provision and activate the Community Cloud CDN when your community traffic is low.
If you add a domain at the same time as you provision Community Cloud CDN, visitors to your community could see a certificate
error during the provisioning process and before you activate the domain. The hostname on the certificate does not match the
custom domain until you activate the domain.
The provisioning process can take 2–6 hours to complete, and then you must activate the domain within Salesforce. Until you activate
the domain, the domain uses its previous HTTPS configuration. If you’re adding a domain to your org with the Community Cloud
CDN option, the initial configuration before activation is HTTP.

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Set Up and Manage Salesforce Communities Improve Community Performance with Browser Caching

When switching a domain previously added to the org as HTTP only or as HTTPS with a certificate, you must wait 4–6 hours for the
provisioning process to complete. After you activate the domain, visitors to your community can observe the following transition-related
issues for up to 5 minutes:
• Connection reset errors. The community doesn’t load.
• The message “Server DNS address could not be found.”
You have a set amount of CDN usage per year. As you approach that limit, we send out emails letting you know well in advance.
Emails are sent when you hit 70%, 80%, and 90% of your limit. Emails are sent daily when your usage is between 90% and 100%.
Once you’ve crossed that limit, your domain is removed from the CDN. If your community has a custom domain using HTTPS or an
external domain using HTTPS, you are switched to that domain. If you don’t have either of those domains, we redirect your domain
to your community’s force.com URL.

To stop using the Community Cloud CDN, repeat the same process.
• Provision your custom domain to use an option other than Salesforce serves the domain over HTTPS, using a Salesforce
content delivery network (CDN) partner and a shared HTTPS certificate.
When you roll back within 24 hours after activating the Community Cloud CDN, it’s immediate. Rolling-back more than 24 hours
after activating Community Cloud CDN can take 10–20 minutes. You can activate your custom domain when ready. Upon activation,
visitors to your community can observe up to 5 minutes of the same transition-related issues that can occur while provisioning the
Community Cloud CDN.

SEE ALSO:
View and Edit Single Sign-On Settings
Add a Domain
Manage Domains and Custom URLs

Improve Community Performance with Browser Caching

If you use many components in your Lightning community, improve community performance with
EDITIONS
browser caching. Performance is about the same for the first page load, but subsequent page loads
are faster. The cache is encrypted and secure. Available in: Salesforce
The Enable secure and persistent browser caching to improve performance setting is enabled Classic (not available in all
by default. orgs) and Lightning
Experience
To verify that this setting is enabled:
1. From Setup, enter Session Settings in the Quick Find box and then select Session Available in: Enterprise,
Performance, Unlimited,
Settings.
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

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Set Up and Manage Salesforce Communities Progressive Rendering Overview

Progressive Rendering Overview

Progressive Rendering prioritizes the display order of your page components. With proper planning
EDITIONS
and testing, it can improve display time performance and polish your community’s experience to
better engage customers. Available in: Enterprise,
Progressive Rendering improves the performance of your page by fetching and rendering page Performance, Unlimited,
components in a parallel and prioritized manner. If you notice that your community pages take a and Developer Editions
long time to load before you see the components rendered on the screen, then progressive rendering
may help improve your experience.
Assign one of three priorities to any top-level component.

Table 3: Component Priority Levels

Priority Description
Highest Highest priority components are displayed first. This priority is recommended for key content that you want to display
first or content that appears above the fold on longer pages.

High High priority components are displayed after all components in the Highest group.

Neutral Neutral priority components are displayed after all other components that have a higher priority. By default, all
components begin with a Neutral priority.

Note: Only top level components in the content area of your pages can have a priority. You can’t assign a priority to a nested
component.
As an example, assign Highest (1st) to the few components that you want to be viewed first. Specify High (2nd) for those components
that can load later without affecting your customer’s experience. Unassigned components are treated as Neutral by default and are
displayed last. There is no right choice for assignments, but a lack of planning can degrade performance and diminish positive experiences
on your site.
For instance, you may want a critical notice to appear first, prioritized as highest, and then fill in some of your highlighted content,
prioritized as high. All other components, visible and those below the fold, load after these have been rendered. Whether explicitly
prioritized as neutral or not, they are treated as neutral.

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Set Up and Manage Salesforce Communities Progressive Rendering Guidelines

Note: All unassigned components are set to Neutral priority.

Because Progressive Rendering requires careful planning and testing, it is off by default. Turn it on from the Advanced section of your
Community Builder Settings. Using this feature requires time and effort. But don’t worry, we've got some ideas to help you get started
in the Progressive Rendering Guidelines
So, what happens while Progressive Rendering is doing its thing? Your community page layout is roughly rendered and then components
are added in order of decreasing priority. Generally, this type of rendering won’t cause any visual issues. However, you may notice
components rearranging as the page displays, depending on which components you’ve prioritized and how quickly it loads. That’s
another good reason to test, test, and retest when you decide to take advantage of this advanced feature.
Assign a priority to a component in the actions menu of the Property Editor.

Note: After you set the priorities, adding, deleting, or duplicating a component or changing themes or layouts won’t change
your priority settings, but it invalidates your assumptions and testing. Any changes should kick-off a new round of testing in order
to ensure your choices remain effective. We’ll try to notify you when you make those kinds of changes, but you still have to do the
testing. Always make testing a part of your change plan.
Turning off Progressive Rendering removes prioritized behavior, but your settings remain. If you turn on Progressive Rendering again
later, the original prioritizations go back into force. While the continuity makes testing easier, the results can surprise you if you don’t
watch for it.

SEE ALSO:
Salesforce Community Page Optimizer analyzer
Prioritize Component Display Order with Progressive Rendering
Assign Audiences to Components

Progressive Rendering Guidelines

Here are some guidelines for how to get the most out of Progressive Rendering.
EDITIONS
When should you use Progressive Rendering?
Available in: Enterprise,
That is the right question to ask first. Not all communities need to use this powerful feature, so don't
Performance, Unlimited,
rush to use it. However, when you need it, you really need it.
and Developer Editions
Progressive Rendering is designed to help improve the performance of your page by fetching and
rendering page components in a parallel and prioritized manner. If you notice that your community
pages take a long time to load before you see the components rendered on the screen, then progressive rendering may help improve
your experience.
Use the Community Page Optimizer tool to determine if Progressive Rendering is a good choice for your community pages and to get
suggestions on how to prioritize your components. It can also help you evaluate the performance impact of your configurations.

Note: Community Page Optimizer is available as a Chrome extension. You can read more about the tool in its documentation.

Finding the right configuration that works best for you both in terms of performance and user experience may take a few iterations of
configuration and testing.
Which components are good candidates for prioritization?
Generally, it's probably best to have very few, small (but important) components in the Highest group. However, trial and error testing
and in-depth performance analysis are the best routes to figuring out how to best optimize your pages.
What happens while Progressive Rendering is doing its thing?

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Set Up and Manage Salesforce Communities Prioritize Component Display Order with Progressive
Rendering

Your community page layout is roughly rendered and then components are added in order of decreasing priority. Generally, this type
of rendering won’t cause any visual issues. However, you may notice components rearranging as the page displays, depending on which
components you’ve prioritized and how quickly it loads. That’s another good reason to test, test, and retest when you decide to take
advantage of this advanced feature.
When should you revisit your priority settings?
Once priorities are set, adding, deleting, or duplicating a component or changing themes or layouts potentially invalidates your currently
set priorities. Any changes require you to review the display order to ensure it's still effective.
Test, test, test
Always test your pages when you’ve made changes to your priority settings. We’ve made it easy to test the page with and without
Progressive Rendering enabled. Your component priority settings will be remembered if you turn the feature off and reapplied when
you turn it back on again.

SEE ALSO:
Prioritize Component Display Order with Progressive Rendering
Salesforce Community Page Optimizer analyzer

Prioritize Component Display Order with Progressive Rendering

Quickly set the display order of components on your community pages with Progressive Rendering.
EDITIONS
By carefully optimizing how your pages display, you can enhance the experience of your site and
better engage your community. Available in: Enterprise,
Before you activate this feature, read Component Prioritization Guidelines on page 438. Determine Performance, Unlimited,
the need and value of using Progressive Rendering for your site. and Developer Editions

Choose the components you want to load first and which can load later. Evaluating components
is a combination of determining their computational load and their design and user impact. Good USER PERMISSIONS
decisions require research, analysis, testing, and retesting. Consider working with other disciplines,
such as usability experts, to be sure that you are evaluating all the potential impacts. To enable Progressive
Rendering and apply
1. In the Community Builder Advanced settings, enable Progressive Rendering. settings:
• Create and Set Up
Communities AND View
Setup and Configuration

2. Select a component on the page.

3. From the actions menu (1) in the Property Editor, select Assign Display Priority (2).

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Set Up and Manage Salesforce Communities Prioritize Component Display Order with Progressive
Rendering

4. Choose the appropriate priority and click Assign.

There are 3 priority choices.

Table 4: Component Priority Levels

Priority Description
Highest Highest priority components are displayed first. This priority is recommended for key content that you want to
display first or content that appears above the fold on longer pages.

High High priority components are displayed after all components in the Highest group.

Neutral Neutral priority components are displayed after all other components that have a higher priority. By default, all
components begin with a Neutral priority.

After you select a priority, a color border and icon around the component indicates the priority that is assigned. An icon also appears
by the component in the Page Structure panel. In addition, a banner is added to the community page to remind you that there are
components with priorities set on the page.
To change the priority later, select Edit Display Priority in the component menu, or click either of the priority icons displayed in
the page structure menu or the component border.

To remove the priority entirely, select Unassign Display Priority in the component menu.

5. Test your results and ensure that the experience is what you expect.

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Set Up and Manage Salesforce Communities CMS for Community Cloud (Beta)

If you add new components, or change the priorities of existing components, re-examine the priority choices on your page to be sure
that they are still appropriate and working as intended.

SEE ALSO:
Progressive Rendering Guidelines
Salesforce Community Page Optimizer analyzer

CMS for Community Cloud (Beta)

CMS for Community Cloud collects all the content creation and management features in your community. A CMS, or content management
system, lets you create and manage content from a single location, and then use that content in multiple places around your community.
Your content is what helps set your communities apart. Organizing and managing that content takes some planning and tools. The
Content Management workspace is here to make that easy.

Content Management has three main content connections (1) and several ways to group and organize that content (2) for easy and
automatic display.

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Content in Communities is managed per site. Connections, native content, and grouping are handled separately for every community
in your org to provide the greatest flexibility. So let’s first look at what kind of content you can use or create.
• Native Content is content you create, save, and manage right in your community. You can post your content individually, or group
them into collections filtered by search parameters or Topics.
• Salesforce CRM gives you access to your Salesforce objects, like account or inventory. You choose which objects to enable for
sharing. The org permissions associated with your objects still apply.
• CMS Connect lets you pull in HTML and JSON feeds from an outside source to include blog posts, common headers, or images.
Using CMS Connect removes the need to copy them into your community.
Now that you have a pile of content, you need to organize it or no one will ever find it. To make sure you can organize and expose
content easily and appropriately, we’ve given you Collections and Topics.
• Collections let you create dynamic lists of related native content or Salesforce CRM items through rules you define. Use collections
as a content source in Builder, making your pages as dynamic as your business without having to update the content manually.
• Topics are an old friend with new power. Tag your native content with Topics for easy grouping and sorting for display. Help your
customers discover related content when cruising your site.

IN THIS SECTION:
Start Using Content Management (Beta)
Turn on Content Management in Community Workspaces to start managing content (and otherwise getting all the snazzy benefits
of the CMS) in your community.
Creating Content in Content Management (Beta)
Creating content in Content Management can be as simple as creating a blog post, and as easy as repurposing existing information
with a couple of clicks.
Organizing Content in Content Management (Beta)
Having piles of content and data to work with is great, but you need to be able to easily find and organize it to make it useful. Content
Management offers Collections and Topics to help you group and organize your efforts for easy use.

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Add Your Content to Your Community (Beta)

Once you have created content, you must add it to your community so that your customers can see it.

SEE ALSO:
Organize Communities with Topics
Connect Your Content Management System to Your Community
Content Security Policy

Start Using Content Management (Beta)

Turn on Content Management in Community Workspaces to start managing content (and otherwise
EDITIONS
getting all the snazzy benefits of the CMS) in your community.
Content Management features are unique to each community in your org. You’ll need to enable it Available in: Lightning
in each community. Experience
1. Open Community Workspaces and click Content Management. Available in: Essentials,
Enterprise, Performance,
Unlimited, and Developer
Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2. Click Start Using Content Management.

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Change between creating native content, using your Salesforce CRM objects, and connecting to an external CMS with existing
content as needed. Repeat these steps for each community you want to take advantage of the power of Content Management.

Now that it is all up and running, you can start creating and organizing content for your community in a few simple steps.

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Set Up and Manage Salesforce Communities Creating Content in Content Management (Beta)

Creating Content in Content Management (Beta)

Creating content in Content Management can be as simple as creating a blog post, and as easy as repurposing existing information with
a couple of clicks.
The first step in using Content Management is creating or connecting to content.

Creating content in Communities involves being both an author and a curator of existing material. Author new content in Community
Workspaces or access Salesforce CRM objects as your material. In both cases, the content can then be collected or tagged for easy and
automatic display through Community Builder.

Note: In addition to creating material and using Salesforce CRM data, you can also use CMS Connect to reuse content external
to your community.

IN THIS SECTION:
Add Native Content in Content Management (Beta)
Native content is content authored and managed directly in your community.
Add CRM Connections in Content Management (Beta)
Expose the Salesforce CRM data you want in your community with just a couple of clicks.
Edit Content in Content Management (Beta)
Let’s face it, things change. You will have to edit your material at some point. Fortunately, editing native content in Content
Management is easy.
Unpublish Content in Content Management (Beta)
Native content that has been published to your content database can be unpublished and removed from your site.

SEE ALSO:
Connect Your Content Management System to Your Community

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Add Native Content in Content Management (Beta)

Native content is content authored and managed directly in your community.
EDITIONS
Content Management has three main sources for you to draw from. Select Native Content (1) to
open the list of existing content and the ability to Create Content (2) to add to your library. Available in: Lightning
Experience

Available in: Essentials,

Enterprise, Performance,
Unlimited, and Developer
Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

1. Click Create Content to open the create content form. Fill in the fields (1). Each of the fields is used for mapping into any of the
various layouts for your content when you add them to your site in Community Builder. Only the Title field is required. Click Save
Draft when you’re done.

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Note: A Content Slug is a friendly name that is added to the base URL of your community to create an easy to remember
direct link to the content. Initially, the slug is based on the title of your content. However, the slug must be unique across your
org, so it may not match your title exactly. You can edit the content slug to adjust the result.
Saving your content as a draft puts it into your library for safekeeping. Content in draft state isn’t available to add to a page in your
community.

2. Now that your content is safe as a draft in your library, it is time to make it available for use in collections and Community Builder.

When you clicked Save Draft in the previous step, a new button appeared: Publish. Click Publish to make the content available for
collections and for individual placement on a page in your community.

Note: Updates to previously published pieces of content that are already posted on your site go live immediately.

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Set Up and Manage Salesforce Communities Creating Content in Content Management (Beta)

Add CRM Connections in Content Management (Beta)

Expose the Salesforce CRM data you want in your community with just a couple of clicks.
EDITIONS
Content Management has three main sources for you to draw from. Select Salesforce CRM (1) to
open the list of approved objects from your org. Add more by clicking Add CRM Connections (2). Available in: Lightning
Experience
Note: Only objects that support list views are available.
Available in: Essentials,
Enterprise, Performance,
Unlimited, and Developer
Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

1. Click Add CRM Connections (1) to open the CRM Connections dialog (2). Approve which CRM objects you want to expose in your
community.

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Note: Objects retain their permissions when used in Communities. You don’t have to worry about exposing information to
anyone who shouldn’t be able to see it already.

2. Select the objects you want to use in your community. Use Search to find an object you don’t see (or that’s way down the list of
available objects). You can select multiple objects to approve at one time.

Button Description
Click to add a connection to the CRM object.

Connection to CRM object is already selected to add during this session. Click to deselect the object.

The object is already approved and connected for your site.

3. Commit your selections by clicking Save. Click Cancel to exit without enabling selected connections.
In order to display the content on your site, an approved connection must be added to a collection. Collections are created separately
in the Content Management workspace.

Edit Content in Content Management (Beta)

Let’s face it, things change. You will have to edit your material at some point. Fortunately, editing
EDITIONS
native content in Content Management is easy.
Change and updates are inevitable. Native content, whether published, live, or in draft, is easy to Available in: Lightning
edit without changing what is available on your site. This allows you to create content or work on Experience
live content without worry.
Available in: Essentials,
1. If the content you want to edit isn’t yet open, find it on the Content page (1). Click the title of Enterprise, Performance,
content you want to edit.(2). Unlimited, and Developer
Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2. You’ll see slightly different options depending on whether the content is published or not.

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For content that has yet to be published, you are offered the choice to Save Draft (1), or to Publish (2) the changes. Saving the draft
maintains your current updates, but doesn’t make them available. Publishing the changes updates the content database with your
current version and makes it available for inclusion on your site.

For content that already been published to your content database, you can edit the existing material as a new copy by clicking Edit
as Draft (2). Editing this way doesn’t affect the existing copy of the material until you choose to publish it. This also means it doesn’t
affect a live version of the content if you’ve already added it to your site.

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Note: If you publish your content after updating it, all versions of it that are currently exposed on your site will update
immediately.

3. Once you’ve saved your content, you’ll have multiple versions available to view.

Click Versions (1) to see the available iterations of your content. There are three status possibilities: archives, draft, or published. You
have only one draft or published version at any given time, but you can have many archived versions. The version currently open in
your native content form is labeled Viewing. To view a particular iteration of the content, click the version number (3). Depending
on its status you can review, copy, edit, publish, or unpublish the content.

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Set Up and Manage Salesforce Communities Creating Content in Content Management (Beta)

Unpublish Content in Content Management (Beta)

Native content that has been published to your content database can be unpublished and removed
EDITIONS
from your site.
Sometimes content becomes out of date or no longer applicable. You can make it unavailable for Available in: Lightning
viewing by unpublishing it. Unpublishing content doesn’t delete it, but rather archives it for later Experience
updating or use.
Available in: Essentials,
1. If the content you want to edit isn’t yet open, find it on the Content page (1). Click the title of Enterprise, Performance,
content you want to edit.(2). Unlimited, and Developer
Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

Note: You can see which pieces of content are published by looking at the Status column.

2. Once the content form is opened, you can click Unpublish.

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Set Up and Manage Salesforce Communities Organizing Content in Content Management (Beta)

Note: Unpublishing a piece of content removes it from your content database and, if it is already live on your site, removes
it from view. If the content was published as a single item, rather than as part of collection, it causes the component to error
on your site. Remove the component or feed it with a different piece of content to correct the error. If it is part of a collection,
the content will no longer be a part of the collection results.

Organizing Content in Content Management (Beta)

Having piles of content and data to work with is great, but you need to be able to easily find and organize it to make it useful. Content
Management offers Collections and Topics to help you group and organize your efforts for easy use.
By organizing your content into collections or tagging it with topics, you can automatically make it available to components in Community
Builder. Every item in a collection shares a common layout that you only have to set up once.

Note: Salesforce CRM data must be added to a collection before you can add it to a component in Community Builder.

Both Collections and Topics are available from the top navigation of the Content Management workspace.
Collections are groups of content defined by filters or criteria you set to sift all that information and pull together the appropriate content
automatically.

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Set Up and Manage Salesforce Communities Organizing Content in Content Management (Beta)

Topics are probably already familiar to you from Chatter and other areas of Salesforce. Essentially, they’re tags for your content that are
used in searches to identify related items.

IN THIS SECTION:
Collections (Beta)
Collections make it easy to organize and pull together groups of content based on criteria you set. Create collections to make your
Salesforce CRM data available for use in your communities.
Topics (Beta)
Topics can be used to organize your content, just as they help you manage your community’s feeds.

SEE ALSO:
Add Native Content in Content Management (Beta)
Add CRM Connections in Content Management (Beta)
Add Your Content to Your Community (Beta)

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Set Up and Manage Salesforce Communities Organizing Content in Content Management (Beta)

Collections (Beta)
Collections make it easy to organize and pull together groups of content based on criteria you set. Create collections to make your
Salesforce CRM data available for use in your communities.
Once you have some content, either native content or approved connections to your Salesforce CRM, you can create collections. The
main Collections page lists all of your existing collections and the options to manage them.

With your collections created, feed that content into components in Community Builder.Any new content from your collections that
meets the criteria you set displays automatically when it is available to make live.

Note: Native content can be used as individual items in your community once they’re published. Salesforce CRM content can
only be used on your site through collections you’ve defined.

IN THIS SECTION:
Create Native Content Collections (Beta)
Make collections in just a few clicks by creating filters that automatically include content that meet the criteria you’ve defined. You
can combine several layers of filters to achieve complex and targeted results.
Create Salesforce CRM Collections (Beta)
Make Collections of your existing CRM data in just a few clicks by selecting global list views of approved objects.
Manage Collections (Beta)
You’ll quickly build up a large list of collections to serve various needs in your community. We’ve given you a central page to manage
them in Content Management.

SEE ALSO:
Add Native Content in Content Management (Beta)
Add CRM Connections in Content Management (Beta)
Add Your Content to Your Community (Beta)

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Set Up and Manage Salesforce Communities Organizing Content in Content Management (Beta)

Create Native Content Collections (Beta)

Make collections in just a few clicks by creating filters that automatically include content that meet
EDITIONS
the criteria you’ve defined. You can combine several layers of filters to achieve complex and targeted
results. Available in: Lightning
Collections of native content can be created before any content exists. Experience
1. Select the Collections page (1) and click New (2). Available in: Essentials,
Enterprise, Performance,
Unlimited, and Developer
Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2. In the New Collection dialog, enter a descriptive name for your collection (1). The Collections page shows the source of the content
(native or Salesforce CRM), but not the criteria that make up the collection. Being descriptive now saves you confusion later. Once
you have a name, select the Native Content option (2) and click Next (3).

3. Create an initial filter by first selecting a filter type, an appropriate operator, and the value to compare against.

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Set Up and Manage Salesforce Communities Organizing Content in Content Management (Beta)

Select native content by combining one or more of three criteria.

Filter type Description

Topic Has a single operator, includes, that searches for native content tagged with the topic listed in
the value field. When adding more than one topic, separate them with commas.

Note: For any given collection, you can only have one topic filter with up to 1000 characters
defining it.

Publish Date Has multiple operators that evaluate against the most recent publish date of available native
content. Values can be entered as region-specific numeric dates or as date literals, such as Today,
Last Week, etc. See Date Formats and Date Literals.

Title Has two operators that evaluate against the Title field of your available native content for an exact
(equals) or partial match (contains).

Note: You can have a maximum of 10 filters in a collection.

4. If needed, add new filters to further refine the collection by clicking + Add Criteria.

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Set Up and Manage Salesforce Communities Organizing Content in Content Management (Beta)

Note: Filters are only treated as “AND”.

5. Create the collection and see your results by clicking Finish.

6. What appears in your collection list is the result of the filters and your available content. You see the title, source type, and content
type (1) of your collection. View the resulting content in the Content area (3). If you aren’t seeing what you expect, as in this example
where no content resulted (hey, it happens), Edit the filters or title of the list or even Delete (2) it and start over.

SEE ALSO:
Create Salesforce CRM Collections (Beta)
Add CRM Connections in Content Management (Beta)
Developer Guide: Date Formats and Date Literals

Create Salesforce CRM Collections (Beta)

Make Collections of your existing CRM data in just a few clicks by selecting global list views of
EDITIONS
approved objects.
To create collections for Salesforce CRM content, connections to your objects must already be Available in: Lightning
approved. Experience

Note: Collections of native content can be created before any content exists. Available in: Essentials,
Enterprise, Performance,
1. Select the Collections page (1) and click New (2). Unlimited, and Developer
Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

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Set Up and Manage Salesforce Communities Organizing Content in Content Management (Beta)

2. In the New Collection dialog, enter a descriptive name for your collection (1). The Collections page shows the source of the content
(native or Salesforce CRM), but not the criteria that make up the collection. Being descriptive now saves you confusion later. Once
you have a name, select the Salesforce CRM option (2) and click Next (3).

3. In the Select Object list, select one of the previously approved objects from your Salesforce CRM (1). Once selected all global list
views associated with that object are available for selection (2)

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Set Up and Manage Salesforce Communities Organizing Content in Content Management (Beta)

4. Select an available list view. The fields included in each list view are displayed to help you make the best choice. All fields in a list
view are displayed when that view is added as a content source in Community Builder.

Tip: To create a more visual collection with images as the primary focus, make sure your list view has an image URL.

Note: Only global list views are available for creating collections.

5. Create the collection and see your results by clicking Finish.

6. What appears in your collection list is the data and fields from the view you selected. The title, source type, and content type (1) help
clarify what you’re reviewing. The resulting content is listed in the Content area (3). If you aren’t seeing what you expect, Edit the
collection to choose a different view or to rename the list or even Delete (2) it and start over.

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Set Up and Manage Salesforce Communities Organizing Content in Content Management (Beta)

SEE ALSO:
Create Native Content Collections (Beta)

Manage Collections (Beta)

You’ll quickly build up a large list of collections to serve various needs in your community. We’ve
EDITIONS
given you a central page to manage them in Content Management.
1. Select Collections in the Content Management workspace. Available in: Lightning
Experience

Available in: Essentials,

Enterprise, Performance,
Unlimited, and Developer
Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2. Review your list of collections (1), which are identified by their title, source of content, and the last modified date. Create a new
collection (2). Or choose to edit or delete (3) specific collections from the row-level menu.

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Set Up and Manage Salesforce Communities Organizing Content in Content Management (Beta)

You can also review or edit a collection by clicking its title.

SEE ALSO:
Create Native Content Collections (Beta)
Create Salesforce CRM Collections (Beta)

Topics (Beta)
Topics can be used to organize your content, just as they help you manage your community’s feeds.
Assign topics to native content as you author it or add them later when you update or edit them.

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Review and manage your topics from the Topics page.

SEE ALSO:
Organize Communities with Topics
Organize Communities with Topics
Set Up Content Topics (Beta)

Add Your Content to Your Community (Beta)

Once you have created content, you must add it to your community so that your customers can see it.
Content is added to your site and made live in a few simple steps.
1. Select and add a component to a page in your community.

• Native content can be added as a single item or as part of a collection.

• Salesforce CRM data can only be added as part of a collection, which uses global views to filter the content for display

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Set Up and Manage Salesforce Communities Add Your Content to Your Community (Beta)

Note: Object permission settings from your org carry forward into the community. If a customer doesn’t have the
appropriate permissions to see certain content, it won’t be displayed to them.
.

2. Select the content you want to display as a source for the component.

3. Now for the next step in getting your content onto your site: Tell your community how to present the content by defining the layout.
For a single item, this is similar to formatting a document. For a collection, you are essentially creating a template to pour the content
into.

Define the layout for the content. Each component has several options.

4. Finally, publish your site to make the content live.

Note: Updates to previously published pieces of content that are already posted on your site go live immediately when you
make them available. There is no need to re-add them to a component or republish your site.

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IN THIS SECTION:
Add Single Items to Your Community (Beta)
Sometimes all you need is a single item to meet your purpose, like a corporate statement or internal guidance. In that case, you can
create native content that displays in its own component.
Add Collections to Your Community (Beta)
Once you’ve defined a collection in Content Management, define how and where the results display on your site in Community
Builder by associating it with an instance of the CMS Collection component.
Configure the Detail Page (Beta)
The News Detail page is a pre-configured detail page for content displayed in the CMS Single Item component.

Add Single Items to Your Community (Beta)

Sometimes all you need is a single item to meet your purpose, like a corporate statement or internal
EDITIONS
guidance. In that case, you can create native content that displays in its own component.
You can add a component to your site without a content source. You can only add native content Available in: Lightning
that has been published from the native content form. Experience

Note: If you have a published piece of content and also have a draft version, the latest Available in: Essentials,
published version is what is available to select. Enterprise, Performance,
Unlimited, and Developer
1. Open Community Builder. Editions
2. Select and drag the CMS Single Item component to your page.
USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

3. Click the component (1) to open the options menu. Then click + Add Content (2) to select a piece of available native content as
your source.

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Set Up and Manage Salesforce Communities Add Your Content to Your Community (Beta)

4. From the available content (native content that has been published), select the source (1) and click Save (2).

5. The content populates the component and now you can choose how to lay out its contents by expanding Content Layout.

6. There are many familiar layout options for font size, image position, and overlays. There are also a few that may not be as familiar.

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Set Up and Manage Salesforce Communities Add Your Content to Your Community (Beta)

You can choose the overall configuration of the content by selecting one of the main layouts, each of which has its own options.
For instance, you can choose to overlay the excerpt you created in the native content form. You can also add a button, with an
editable label, that opens the full piece of content on the News Detail page when clicked.
Tile and Card layouts have similar options, but use the native content fields a little differently. You may have noticed there is no
viewing button available for these layouts. For these layouts, the title text of the content becomes a link to the detail page automatically.

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Set Up and Manage Salesforce Communities Add Your Content to Your Community (Beta)

7. If the News Details page has already been configured, publish your community to make the changes live.
Just like a record detail page, native content has a detail page to show expanded information. The native content detail page displays
all the fields of the native content form. We preconfigure a News Detail page for you, but you can adjust the layout.

SEE ALSO:
Add Native Content in Content Management (Beta)
Edit Content in Content Management (Beta)
Configure the Detail Page (Beta)

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Set Up and Manage Salesforce Communities Add Your Content to Your Community (Beta)

Add Collections to Your Community (Beta)

Once you’ve defined a collection in Content Management, define how and where the results display
EDITIONS
on your site in Community Builder by associating it with an instance of the CMS Collection
component. Available in: Lightning
The CMS Collection component can be added to a page multiple times and can use collection Experience
sources from native content or Salesforce CRM. You can add the CMS Collection component to
Available in: Essentials,
pages before creating your first collection, but until a collection is associated with the component,
Enterprise, Performance,
you won’t have access to the layout options. Unlimited, and Developer
1. Add a CMS Collection component to your page. Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2. Click the component (1) to open the options menu. Then click + Add Content (2) to select an available collection.

3. Choose a collection from your library and click Save.

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Set Up and Manage Salesforce Communities Add Your Content to Your Community (Beta)

4. Now that you have some content feeding into the component, you have layout options to work with.

There are two levels of layout. Collection Layout determines how the individual content items are displayed on the page within
the component. (As a 3x3 grid or as a carousel, for instance.) The Content Layout options control how the content from an individual
item is displayed within its box in the collection layout.

5. First choose how the collection displays by selecting and adjusting the Collection Layout options.

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Set Up and Manage Salesforce Communities Add Your Content to Your Community (Beta)

To see these layouts in action, preview your community.

6. Now choose the Content Layout. Most of the options will feel familiar. For instance, you have several content layout options such
as Card, Banner, or Tile.

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Set Up and Manage Salesforce Communities Add Your Content to Your Community (Beta)

When using a Salesforce CRM collection, the fields from the objects are mapped into the content fields, such as Title and Image.
Communities makes its best guess for you, but you can remap the fields to populate your component differently. Click Change
Content Mapping (1) and then choose the field to use from the dropdown, which displays the available object fields you can use.
Click Save (2) to apply the changes.

For Salesforce CRM content, the optional View links to the record detail page for the content item associated with the button. For
native content it links to the News Detail page, which can be configured separately.

For native content, review the format and layout of the News Detail page and the CMS Single Item (Detail) component so that content
displays as you expect.

SEE ALSO:
Create Native Content Collections (Beta)
Create Salesforce CRM Collections (Beta)

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Set Up and Manage Salesforce Communities Add Your Content to Your Community (Beta)

Configure the Detail Page (Beta)

The News Detail page is a pre-configured detail page for content displayed in the CMS Single Item
EDITIONS
component.
Some of the native content you create in Content Management may only be a brief description or Available in: Lightning
an image that will display fully in the CMS Single Item or CMS Collection component. However, Experience
sometimes the component will only be able to display part of the content available as a summary,
Available in: Essentials,
and that’s what the News Detail page is for. Like the detail page for a record, this page displays
Enterprise, Performance,
details about the full native content item. Unlimited, and Developer
1. From the Pages menu, select News Detail. Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

2. Select the CMS Single Item (Detail) (1) component to open its options menu (2).

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Set Up and Manage Salesforce Communities Connect Your Content Management System to Your
Community

The CMS Single Item (Detail) options allow you to expose or hide various fields from the native content form. In addition, you can
choose to style the content to meet your needs and guidelines.
The CMS Single Item (Detail) component is a general container for all native content and can only be used on the News Detail page.
You can adjust the layout and content of the News Detail page as you do other pages in your community.

SEE ALSO:
Add Native Content in Content Management (Beta)

Connect Your Content Management System to Your Community

Do you have a website built in a content management system (CMS)? You can connect your CMS content to your community for
consistent branding, reuse of material, and ease of maintenance.

What Is CMS Connect?

CMS Connect lets you embed assets from a third-party CMS in your Salesforce community. You can connect CMS components, HTML,
JSON, CSS, and JavaScript to customize your community and keep its branding consistent with your website. We support personalized
content from Adobe Experience Manager (AEM) as well.
After you do some initial configuration work, CMS Connect makes maintenance a breeze, because your content renders dynamically on
your community pages. CMS Connect is the smart way to display headers, footers, banners, blogs, articles, and other reused content in
your community. We give you many configuration options including language mapping between your CMS and Salesforce, determining
the load order of multiple connections, and specifying CSS scope.

Which CMS Providers Are Supported?

CMS Connect supports content from these CMS providers:
• Adobe Experience Manager
• Drupal
• SDL
• Sitecore
• WordPress

Note: If your CMS server is not one we officially support, CMS Connect can still work if you set it up properly. CMS Connect works
with the HTML/CSS/HTTP standards and isn’t provider-specific.

IN THIS SECTION:
Before Using CMS Connect
Ready to get your CMS and your community connected? Before diving in, review these pointers and prerequisites so everything
goes smoothly.
Create a CMS Connection
Create a connection between your content management system and your community so you can render headers, footers, banners,
blogs, and other content on your community pages.

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Set Up and Manage Salesforce Communities Before Using CMS Connect

Edit a CMS Connection

You can edit a CMS connection that’s already been set up in your community. For example, change the language mapping, or add
CSS and JavaScript files.
Connect JSON Content from Your CMS to Your Community
Does your website have JSON content such as blogs or articles? Do you store it in a CMS such as WordPress or Drupal? Sweet! You
can render this content in your community using CMS Connect.
Use Personalized Content in CMS Connect
If Adobe Experience Manager (AEM) is your CMS and your content is personalized, you can connect your personalized content to
your community using CMS Connect.
Change the Load Order of CMS Connections
If your community has multiple CMS connections, you can decide the order in which they’re loaded. This mostly affects any CSS and
JavaScript in your connections. Consider their dependencies on each other, and set the load order accordingly.

Before Using CMS Connect

Ready to get your CMS and your community connected? Before diving in, review these pointers and prerequisites so everything goes
smoothly.

Your HTTP server must serve HTML fragments

CMS Connect requires an HTTP server that can serve HTML fragments, either static or rendered on demand. Fragments can include
headers, footers, components, CSS, or JavaScript.

URLs in CSS and JavaScript must be absolute

URLs in CSS and JavaScript must be absolute. Relative URLs in HTML are okay and are converted for you. CMS Connect appends host
names and converts relative URLs to absolute URLs in the following HTML tags and attributes:
• <img> tag src attribute
• <audio> tag src attribute
• <input> tag
• <button> tag formaction attribute
• <video> tag src and poster attributes
• <a> and <area> tags href attribute
• <form> tag action attribute
• <del>, <ins>, <blockquote>, and <q> tags cite attribute
• <script> tag src attribute

Community Host must be a trusted host in the Cross-Origin Resource Sharing (CORS)
header
CMS Connect uses Cross-Origin Resource Sharing (CORS) to access external content. Make sure to add Community Host to the list of
trusted hosts in the CORS header in your CMS system.

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CORS is a web standard for accessing web resources on different domains. CORS is a required technology to connect your CMS to
Salesforce. It’s a technique for relaxing the same-origin policy, allowing JavaScript on a web page to consume a REST API served from a
different origin. CORS allows JavaScript to pass data to the servers at Salesforce using CMS Connect.
To enable CORS in development environments, we recommend using a Chrome plugin. For production environments, please visit your
CMS documentation on enabling CORS.
For more information about CORS, see https://developer.mozilla.org/en-US/docs/Web/HTTP/Access_control_CORS.

Some tags and scripts aren’t allowed

CMS Connect filters out the same HTML tags that Locker Service and Lightning Components do. Get familiar with these now to avoid
surprises later. See Add Markup to the Page <head> to Customize Your Community for a list of supported tags.

Supported MIME types

Only the following MIME types are supported.
• CONTENT_TYPES_HTML: 'text/html'
• CONTENT_TYPES_JS: 'application/javascript'
• CONTENT_TYPES_JSON: 'application/json'

All CMS servers must be accessible via unauthenticated HTTPS (HTTP over SSL)
All CMS servers you connect must be accessible via unauthenticated HTTPS (HTTP over SSL) to retrieve HTML and JavaScript. When you
set up a CMS connection, the server URL you enter must start with HTTPS. This is to ensure all web communications that are required
remain private. An SSL certificate is required for unauthenticated HTTPS for all traffic between your servers and Salesforce.

All JavaScript and CSS must be from the same source as HTML
All JavaScript and CSS files referenced by your HTML must point to your CMS source.

External hosts must be whitelisted

Content Security Policy (CSP) requires external hosts to be whitelisted appropriately. Script resources, such as JavaScript, must be
whitelisted in the Security settings of Builder. Non-script resources, such as images and css, must be whitelisted in CSP Trusted Sites in
your Salesforce org settings.

Community Workspaces must be enabled

To use CMS Connect, you must have Community Workspaces enabled in your Community Settings. From Setup, go to Community
Settings. Make sure the Enable Community Workspaces checkbox is selected.

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Set Up and Manage Salesforce Communities Create a CMS Connection

CMS Connect org perm must be left on

CMS Connect is controlled by an org permission that is turned on by default. If you’re not seeing CMS Connect in your Community
Workspaces, it’s possible that the permission is turned off. You can ask Salesforce Customer Support to turn it back on for you.

SEE ALSO:
Content Security Policy

Create a CMS Connection

Create a connection between your content management system and your community so you can render headers, footers, banners,
blogs, and other content on your community pages.
Read Before Using CMS Connect to make sure that you’re ready to connect to your CMS.
1. Open Community Workspaces on page 19.
2. Click Content Management.

3. Select CMS Connect.

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Set Up and Manage Salesforce Communities Create a CMS Connection

4. Click New CMS Connection (if no connections have been created yet in your community).

5. Click New (if you have previously created connections).

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Set Up and Manage Salesforce Communities Create a CMS Connection

Fill in the Connection Details form.

6. For Name, enter a friendly name for the connection. The name shows up in your CMS workspace and other internal areas. (Based
on the name you enter, an API name is created for the connection behind the scenes.)
7. Select your CMS source: AEM, Drupal, SDL, Sitecore, WordPress, or Other.

Note: If your CMS server isn’t listed, select Other. CMS Connect works with the HTML, CSS, and HTTP standards and isn’t
provider-specific.

8. Select a Connection Type.

a. When you select Public (1) for Connection Type, enter a server URL (2). Public connection types work with all connection
methods. For Server URL, enter the full path to a CMS server that’s accessible using HTTPS (HTTP over SSL). Use a fully qualified
domain name, such as https://www.example.com.

b. If you plan on using JSON with your connection, you can choose Authenticated (1) as the connection type. Select a named
credential (2) that you defined previously to authenticate the connection to your external system. Authenticated connection
types only work with JSON content.

Note: Create named credentials in your Salesforce settings before you set up an authenticated connection. Both anonymous
and named principal protocols are supported. See Define a Named Credential.

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Set Up and Manage Salesforce Communities Create a CMS Connection

9. For an HTML connection, enter the root path to the directory that your CMS content is in. The path is the relative path from your
server URL. You can include placeholders for language and component. For example, here’s an example root path to content in
AEM.
content/mywebsite/{language}/{component}

Note: The {language} placeholder isn’t required, but if you include it in your root path, enable language mapping and
add at least one language.

10. If your CMS source is AEM and your HTML content is set up with personalization, you can use that personalized content in your
community. To do that, enable Use Personalization. See Use Personalized Content in CMS Connect for details on setting up
personalization.

Note: To use personalization, enable it for the components you want to personalize. Do that in Builder Settings for the header
and footer, and in Community Builder for banners or other components.

11. To include CSS, click Add CSS to add one or more URLs to your CSS files. If your CSS is scoped, you can specify it in the Scope field.
Style sheets load in the order listed. Use the up and down arrows to change the order.
12. To include JavaScript, click Add Script to add one or more URLs to your JavaScript files. Scripts load in the order listed. Use the up
and down arrows to change the order.
13. To connect JSON content such as blogs, click Add JSON and enter a name, type, and path for each JSON component you want to
add. See Connect JSON Content from Your CMS to Your Community for details.
14. If your content has multiple languages, select Enable language mapping.
In the Salesforce Language dropdown, English is selected by default. To map English, for CMS Language, enter the directory name
of your English language folder from AEM. For example, enter en.
To add more languages, click Add Language. For each language that you add from your CMS, make sure it’s enabled in your Builder
Settings.
If you want to map languages from your community that you don’t have in your CMS, you can define which language to use for the
CMS content. For example, if your community has French and French Canadian enabled, you can set it up so that the French Canadian
community displays French content.

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Set Up and Manage Salesforce Communities Edit a CMS Connection

15. Click Save.

16. If your community enforces Strict CSP or restricts access to external hosts, whitelist your external host appropriately.

SEE ALSO:
Content Security Policy
Create CSP Trusted Sites to Access Third-Party APIs
Reuse Content with CMS Connect JSON
Set Up a Connection for Your JSON CMS
Example: Connect JSON Content to Your Community

Edit a CMS Connection

You can edit a CMS connection that’s already been set up in your community. For example, change the language mapping, or add CSS
and JavaScript files.
1. Open Community Workspaces on page 19.
2. Click CMS Connect.
3.
Click for the connection you want to edit. Choose Edit.

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Set Up and Manage Salesforce Communities Connect JSON Content from Your CMS to Your Community

4. Make changes as needed. See Create a CMS Connection on page 477 for details.
5. Click Save.

SEE ALSO:
Set Up a Connection for Your JSON CMS

Connect JSON Content from Your CMS to Your Community

Does your website have JSON content such as blogs or articles? Do you store it in a CMS such as WordPress or Drupal? Sweet! You can
render this content in your community using CMS Connect.
CMS Connect supports two basic types of JSON content. What they’re called in your CMS might be different than what another CMS
calls them. In CMS Connect, to keep things simple, we call them Content Item and Content List.
An example of a content item is a single blog post. When it displays on a page, it’s the full blog post, not just a blurb about it. A content
list, on the other hand, is a grouping of items such as blog posts. Most often, each item in a content list contains a link to those items.
When setting up paths to your JSON content in a CMS connection, specify the type for each one: content item or content list.

Set Up JSON in a CMS Connection

1. When creating or editing a CMS connection, in the JSON section, click Add JSON.
2. Enter a name for your content. It can be anything you want. For example, Home Improvement Blogs.
3. Select the type of content to add. Is it a single article or blog post, such as DIY Dryer Vent Cleaning? Then select Content Item. Or
is it a grouping of items, such as DIY Featured Blogs, that has links to individual blog posts? Then select Content List.
4. Enter the path to the JSON component in your CMS. For a content list, also enter the starting node in the Node Path field.
5. Want to add more JSON? Repeat the above steps for each content item or content list to add.
6. When finished, save the connection.

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Set Up and Manage Salesforce Communities Use Personalized Content in CMS Connect

Add JSON Components to Your Community Pages

1. In Community Builder, from the Components panel, drag the CMS Connect (JSON) component onto the page where you want
the JSON content to display.
2. Select the component to display its properties.
3. In the property editor, select the CMS source that contains your JSON content.
4. Select the name of the JSON content to use.
5. Enter the component path. The path is optional for content lists and required for content items.
6. The remaining settings vary based on whether you’re displaying a content item or content list. See CMS Connect (JSON) in the
components reference for details.

Get Analytics on the Material Brought in by CMS Connect (JSON)

Remember, the content you display in your community when using CMS Connect (JSON) doesn’t live in your community. This means
getting usage data requires a few extra steps.
Configure External Objects for the data that you are interested in tracking using Salesforce Connect or OData, Salesforce Reporting.

SEE ALSO:
Reuse Content with CMS Connect JSON
Set Up a Connection for Your JSON CMS
Add CMS Connect (JSON) Components to Your Community Pages
Example: Connect JSON Content to Your Community

Use Personalized Content in CMS Connect

If Adobe Experience Manager (AEM) is your CMS and your content is personalized, you can connect your personalized content to your
community using CMS Connect.
Personalization in CMS Connect lets you keep the branding and other content consistent between your community and your website.
If you’ve gone to all the work of setting up personalization in AEM, now you can leverage that effort by rendering your personalized
content in your community. Display content according to different segments, based on criteria such as geolocation or language.
Connecting your AEM content personalized with Client Context requires creating a connector page and installing it in AEM. The connector
page is a JSP file that contains the logic of your website’s personalization mapping. You might need to make a few tweaks to it, depending
on how you want to run scripts. Then provide the path to this connector page in AEM when you’re setting up the CMS connection in
your community. That’s where you can also add a path to your JavaScript file if you want to run scripts dynamically.
With personalization enabled, when a visitor views your community, we send client context information about the visitor such as IP
address and geolocation. The logic in the connector page computes and returns a personalized URL for the content, which the visitor
then sees.
After setting up personalization in your connection, enable it for each component you want to personalize.

To enable personalization for a CMS connection:

1. When creating or editing a CMS connection, in the HTML section, select Use Personalization.
2. In the Connector Page Path field, enter the path to the JSP file that you created and installed in AEM. This file contains the logic
of your personalization mapping.

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Set Up and Manage Salesforce Communities Change the Load Order of CMS Connections

3. To run scripts dynamically, provide the path to your JavaScript file in the Script Path field.
4. Click Save to save the connection.

To personalize a header and footer:

1. From Community Builder, go to Settings.
2. Select CMS Connect.
3. Select Use Personalization next to the header, footer, or both.

Note: If the Use Personalization option is grayed out, it likely means that personalization isn’t enabled for the CMS connection.
Enable it in your connection settings first.

To personalize components in the Community Builder:

1. In the Community Builder, go to the page that contains a CMS Connect (HTML) component you want to personalize.
2. Select the component to display its properties.
3. In the property editor, enable Use Personalization. You see this setting only if your CMS source is AEM and personalization is
enabled for your connection.

Change the Load Order of CMS Connections

If your community has multiple CMS connections, you can decide the order in which they’re loaded. This mostly affects any CSS and
JavaScript in your connections. Consider their dependencies on each other, and set the load order accordingly.
For example, suppose one of your connections has the JavaScript library jquery, and another connection relies on jquery. Set the
connection with jquery to load first so the other one will be able to load.
Header and footer always render first regardless of the load order of your connections.
1. Open Community Workspaces on page 19.
2. Click CMS Connect.
3.
Click for the connection you want to re-order.
4. Choose Move Up or Move Down.

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Set Up and Manage Salesforce Communities Lightning Bolt for Salesforce: Build Once, Then Distribute and
Reuse

Lightning Bolt for Salesforce: Build Once, Then Distribute and Reuse
Lightning Bolt for Salesforce lets you quickly build and distribute industry-specific Lightning Bolt
EDITIONS
Solutions to jump-start new org capabilities. Save time by building once and then reusing. Whether
it’s for your own org or you’re a consulting partner or ISV, you can reduce the time required to Available in: Salesforce
implement solutions and cut development costs. Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

A Lightning Bolt Solution is a portable package that’s packed with power. It can combine custom Lightning apps, business process flows,
and Lightning Community templates and pages in an easy-to-build and distributable form. Use a Lightning Bolt Solution to share or sell
a solution on AppExchange, implement a community with a turnkey solution or new look, or configure automation. You can publish
apps or flows without a Lightning Community template or include one when you want to apply your brand.
A Lightning Bolt Solution combines one or more of the following.
• Customized Lightning Community templates—A template includes a theme layout and CSS, along with pages, content layouts,
and Lightning components. Instead of a full template, you can also export a single Community page with its content layout and
components.
• Flow categories—A flow category contains one or more flows, making it easy to group flows for related business processes.
• Custom apps—Adding customized apps lets you create solutions tailored to your industry.
Lightning Bolt Solutions are flexible, so you can take advantage of them in many ways. Here are just a few examples.

Example: You’ve customized the Partner Central template to create a community with features that meet your particular business
needs. You want to create several similar partner communities, but you don’t want to build each one from scratch. By exporting
your customized template, you can reuse it and build as many branded communities as you need.

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Set Up and Manage Salesforce Communities Lightning Bolt for Salesforce: Build Once, Then Distribute and
Reuse

Example: You’re a consulting partner who specializes in creating solutions for the real estate industry. Your solutions feature a
unique look, custom apps for finding mortgages, and automation that alerts sales people of properties with active prospects. With
a Lightning Bolt Solution, you can create and export your solution in a way that’s easy to use. After you install your Lightning Bolt
Solution in the customer’s org, you can further customize it to suit their needs. By building the bulk of the solution in your org and
then distributing it to your customers, you can rapidly launch new solutions.

Example: You’re an ISV who builds a custom insurance agent app. The app includes automation to create coverage estimates
and automatically notify customers of the results. Using a Lightning Bolt Solution, you can easily bundle your app and business
process flows into a single package. Distribute the package to your customers to install in their Salesforce orgs, or market the
solution on AppExchange.

Package and Distribute Your Solution

You can package and distribute solutions to use in other orgs and communities. After you create and upload a package, share the link
privately with your clients, customers, or partners. Alternatively, publish your custom Lightning Bolt Solution as a managed package in
AppExchange. Market your solution with an AppExchange listing in the same way that you list any other app, component, or consulting
service. Describe your solution, pricing, support, and other details so that customers can determine whether your offering is right for
them.

Reuse Your Own Solution

When you create a solution, it appears in the list of Lightning Bolt Solutions in your org. You can use it to build new communities or
enhance an existing one.

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Set Up and Manage Salesforce Communities Lightning Bolt for Salesforce: Build Once, Then Distribute and
Reuse

IN THIS SECTION:
Create a Lightning Bolt Solution
Have at least one Lightning Community template, custom app, or flow category that you want to distribute? Then you’re ready to
create a Lightning Bolt Solution. WithLightning Bolt Solutions, you can combine custom Lightning apps, business process flows,
and Lightning Community templates and pages in easy-to-build, distributable packages.
Export a Customized Lightning Community Template in a Lightning Bolt Solution
You can customize and export a Lightning Community template to use as a base for creating communities. Create custom pages,
layouts, and components. Export and package the template on its own, or distribute it for others to use as a part of a Lightning Bolt
Solution.
Export a Customized Community Theme in a Lightning Bolt Solution
Export themes that you’ve customized. Use them in your own communities, or package and distribute them for others to use.
Export a Customized Community Page in a Lightning Bolt Solution
Export pages that you’ve customized in a Lightning Community template. Use them as a base for new pages, or package and
distribute them for others to use.
Add Flows to a Lightning Bolt Solution
When you want to add flows to a Lightning Bolt Solution, group them into a flow category. Then add one or more flow categories
to your solution.
Export and Packaging Considerations for Lightning Bolt Solutions
Before you export and package a Lightning Bolt Solution, keep the following considerations and limitations in mind.
Requirements for Distributing Lightning Bolt Solutions
Whether you’re a partner, ISV, or developer, before Salesforce can recognize a Lightning Bolt Solution that’s ready for distribution
on AppExchange, your solution must meet certain requirements.
Package and Distribute a Lightning Bolt Solution
After you create a Lightning Bolt Solution, package the solution to distribute it to other users or orgs. You can upload the package
to AppExchange to share or sell your solution.

SEE ALSO:
Salesforce Partner Community: Lightning Bolt for Partners
Lightning Component Developer Guide
Lightning Community Developer Guide
ISVforce Guide
Security Developer Center
Package and Distribute Your Apps

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Set Up and Manage Salesforce Communities Create a Lightning Bolt Solution

Create a Lightning Bolt Solution

Have at least one Lightning Community template, custom app, or flow category that you want to
EDITIONS
distribute? Then you’re ready to create a Lightning Bolt Solution. WithLightning Bolt Solutions, you
can combine custom Lightning apps, business process flows, and Lightning Community templates Available in: Salesforce
and pages in easy-to-build, distributable packages. Classic (not available in all
Including a Lightning Community template in your Lightning Bolt Solution is optional. Use any orgs) and Lightning
Lightning template as a base to build your custom solution with standard pages and components, Experience
or create custom pages, layouts, and components of your own. After you finish customizing the Available in: Enterprise,
template, export it or one of its pages from Community Settings > Developer. Performance, Unlimited,
To include flows, first create a flow category, and add the active flows that you want to export. and Developer Editions
1. From Setup, enter Lightning Bolt Solutions in the Quick Find box, and select
Lightning Bolt Solutions. USER PERMISSIONS
2. On the Details and Branding page, enter information about your solution. For example, enter To create a flow category:
your company and solution names, and list the solution’s key features. Click Next. • Customize Application
3. On the Solution Highlights page, add any combination of Community templates, flow categories, To create a Lightning Bolt
and custom apps. Click Next. Solution without a
4. Review the Summary page, and click Finish. community template:
The new Lightning Bolt Solutions is now ready for distribution. • Customize Application
AND View Setup and
Configuration
SEE ALSO: To create a Lightning Bolt
Add Flows to a Lightning Bolt Solution Solution with a community
template:
Export a Customized Lightning Community Template in a Lightning Bolt Solution
• Customize Application
Export a Customized Community Page in a Lightning Bolt Solution AND Create and Set Up
Package and Distribute a Lightning Bolt Solution Communities AND View
Setup and Configuration

488
Set Up and Manage Salesforce Communities Export a Customized Lightning Community Template in a
Lightning Bolt Solution

Export a Customized Lightning Community Template in a Lightning Bolt

Solution
You can customize and export a Lightning Community template to use as a base for creating
EDITIONS
communities. Create custom pages, layouts, and components. Export and package the template
on its own, or distribute it for others to use as a part of a Lightning Bolt Solution. Available in: Salesforce
Note: You can’t export a Lightning Community template until you update the template to Classic (not available in all
orgs) and Lightning
unify its branding properties.
Experience
1. In Community Builder, select Settings > Developer, and click Export a Template.
The information that you add on this page appears in the Community Creation wizard and Available in: Enterprise,
helps others understand your template’s purpose and benefits. Performance, Unlimited,
and Developer Editions
2. Add a unique name for the template, and select a category.

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration
To create a Lightning Bolt
Solution with a community
template:
• Customize Application
AND Create and Set Up
Communities AND View
Setup and Configuration

3. Add at least one image as the thumbnail image. The recommended image dimensions are 1260 x 820 pixels.
You can add two more images that appear in the detailed description of the template.
4. Enter a summary that describes the purpose of the template.
5. Enter at least one key feature.
The feature titles appear under the thumbnail in the Community Creation wizard. The feature descriptions appear in the solution’s
detailed description.
6. Click Export.
After you export the template, it appears in the Community Creation wizard in your org. You can then use it as a base for building
new communities. If you package the template in a Lightning Bolt Solution and install it in another org, it appears in that org’s
Community Creation wizard.

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Set Up and Manage Salesforce Communities Export a Customized Lightning Community Template in a
Lightning Bolt Solution

7. To distribute the template as a Lightning Bolt Solution, create a managed package.

To delete an exported or imported template, from Setup, enter Lightning Community Templates in the Quick Find box,
and then click Lightning Community Templates.
Deleting a template from your org doesn’t affect communities that are already based on it.

SEE ALSO:
Export and Packaging Considerations for Lightning Bolt Solutions
Package and Distribute Your Apps
ISVforce Guide: Creating and Uploading a Managed Package

490
Set Up and Manage Salesforce Communities Export a Customized Community Theme in a Lightning Bolt
Solution

Export a Customized Community Theme in a Lightning Bolt Solution

Export themes that you’ve customized. Use them in your own communities, or package and distribute
EDITIONS
them for others to use.
1. In Community Builder, change to the theme you want to export if that isn’t your active theme. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
2. Select Settings > Developer, and click Export a Theme. Setup and Configuration
To create a Lightning Bolt
Solution with a community
template or page:
• Customize Application
AND Create and Set Up
Communities AND View
Setup and Configuration

3. Fill in the form with the needed elements for the Change Theme detail page. Clear information and images help you and others
understand what is in the theme and how it works.

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Set Up and Manage Salesforce Communities Export a Customized Community Theme in a Lightning Bolt
Solution

4. Click Export.
After you export a theme, it appears in the Change Theme dialog box in all the communities in your org. If you package the theme
and install it in another org, it appears in that org’s Change Theme dialog box. Themes are ordered by how new they are, so a newly
imported theme appears at the beginning of the list.

5. To distribute your theme, create a managed package. Or, add the theme to a Lightning Bolt Solution, and include it in the package.

Note: You can quickly get to the Package page of Salesforce setup quickly by selecting Package the Lightning Community
Theme in the export page success message.

You can delete an imported or exported theme from Lightning Community Themes in your Salesforce settings. From Setup, enter
Lightning Community Themes in the Quick Find box, and click Lightning Community Themes.
Existing communities that are based on the deleted theme are unaffected. However, deleted themes no longer appear in the Change
Theme dialog.

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Set Up and Manage Salesforce Communities Export a Customized Community Page in a Lightning Bolt
Solution

Export a Customized Community Page in a Lightning Bolt Solution

Export pages that you’ve customized in a Lightning Community template. Use them as a base for
EDITIONS
new pages, or package and distribute them for others to use.
1. In Community Builder, select Settings > Developer, and click Export a Page. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration
To create a Lightning Bolt
Solution with a community
template or page:
2. Select the page to export.
• Customize Application
3. Click Export. AND Create and Set Up
After you export a page, it appears in the New Page dialog box in all the communities in your Communities AND View
org. If you package the page and install it in another org, it appears in that org’s New Page Setup and Configuration
dialog box. A newly installed page is highlighted as New for 30 days.

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Set Up and Manage Salesforce Communities Add Flows to a Lightning Bolt Solution

4. To distribute your page, create a managed package that includes the page. Or, add the page to a Lightning Bolt Solution, and include
it in the package.

Note: You can quickly get to the Package page of Salesforce setup quickly by selecting Package the Lightning Community
page in the export page success message.

You can delete an imported or exported page from the Lightning Community Pages in your Salesforce settings. From Setup, enter
Lightning Community Pages in the Quick Find box, and click Lightning Community Pages.
Existing pages in Community Builder that are based on the deleted page are unaffected. However, deleted pages no longer appear in
the New Page dialog.

SEE ALSO:
Export and Packaging Considerations for Lightning Bolt Solutions
Package and Distribute Your Apps
ISVforce Guide: Creating and Uploading a Managed Package

Add Flows to a Lightning Bolt Solution

When you want to add flows to a Lightning Bolt Solution, group them into a flow category. Then
EDITIONS
add one or more flow categories to your solution.
You can use a Lightning Bolt Solution to publish a turnkey solution on AppExchange, bootstrap a Available in: Salesforce
community with a complete solution or new look, or reuse automated processes that use flows. Classic (not available in all
orgs) and Lightning
You can only add active flows to a flow category.
Experience
1. From Setup, enter Flow Category in the Quick Find box, and select Flow Category.
Available in: Enterprise,
2. Click New Flow Category. Performance, Unlimited,
3. Enter your developer name and a description. For the name, only alphanumeric characters and and Developer Editions
underscores are valid.
4. Choose flows from the list of active flows. USER PERMISSIONS

To create a flow category:

• Customize Application
To create a Lightning Bolt
Solution without a
community template:
• Customize Application
AND View Setup and
Configuration
To create a Lightning Bolt
Solution with a community
template:
5. Save the flow category. • Customize Application
AND Create and Set Up
6. Add the flow category and any custom Lightning apps, Lightning Community templates, or Communities AND View
other flow categories that you want to export to a Lightning Bolt Solution. Setup and Configuration

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Set Up and Manage Salesforce Communities Export and Packaging Considerations for Lightning Bolt
Solutions

7. Package the solution to distribute in your orgs or in AppExchange.

SEE ALSO:
Cloud Flow Designer

Export and Packaging Considerations for Lightning Bolt Solutions

Before you export and package a Lightning Bolt Solution, keep the following considerations and
EDITIONS
limitations in mind.

Tip: We recommend using managed packages to avoid naming conflicts with other packages Available in: Salesforce
in your customer’s org or your own. Classic (not available in all
orgs) and Lightning
Experience
Add Custom Apps Available in: Enterprise,
• When you include apps in a Lightning Bolt Solution, follow general guidelines in the ISVforce Performance, Unlimited,
Guide for developing and distributing Lightning apps. and Developer Editions
• When you package the solution, app components are automatically added to the package. For
example, the package includes customized fields, page layouts, and relationships with standard
objects.

Add Flows
• To reuse a single flow or a group of flows, add them to a flow category. Then include the flow category in your Lightning Bolt Solution.
• You can add only active flows to a flow category.

Export and Package a Lightning Community Template

• An exported template name must be unique.
• You can export a custom Lightning Community template from Community Builder and include it in a Lightning Bolt Solution, but
including a template isn’t required.
• When you export a template from Community Builder, the system removes non-alphanumeric characters from template and page
names. For example, My Template #2 becomes My_Template_2.
• In the Community Creation wizard, the template author (for example, by Salesforce) differs for an exported and imported template.
When you export a template, your org name is shown within your own org. When you import a template, the publisher name of
the package is shown.
• For navigation menu items that link to objects, list views are reset to the default list view. Also, custom list views for standard objects
aren’t included as dependencies, although custom list views for custom objects are included.
• Only the following Administration settings (in Workspaces or Community Management) are included.
– Change password page
– Forgot password page
– Home page
– Login page
– Allow internal users to log in directly to the community option

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Solutions

• The following items are not included when you export a Lightning Community template. After you import the template and use it
to create a community in the destination org, you must manually reconfigure these items.
– Most Administration settings (except for the settings already listed).
– Community Builder settings, including head markup and the Google Tracking ID.
– Custom theme layout components that are not listed in Settings > Theme > Configure are not included. Theme layout
components do not need to be assigned to a page to be included.
– Custom styles in the CSS editor.
– Localized content for multilingual communities.
– Non-default page variations; only default page variations are included. If a page doesn’t have a default variation, the page is
excluded. For example, if a page has two variations that are both set to audience-based visibility, then the page is excluded
entirely.

• If you upgrade a managed template package, existing communities that are based on the upgraded template aren’t updated.
• Some pages in a template are available only when a feature is enabled in your org—for example, the Article Detail page requires
Salesforce Knowledge. An exported template includes just the pages that exist in your community at the time of export, and any
community that’s built using the exported template includes only those same pages. For further assistance, contact Salesforce
Customer Support.

Export and Package a Theme

• You can export a custom Lightning Community theme from Community Builder but a standalone theme can’t be included in a
Lightning Bolt Solution.
• An exported theme name must be unique.
• Custom theme layout components that are not listed in Settings > Theme > Configure are not included. Theme layout components
do not need to be assigned to a page to be included.
• If you upgrade a managed theme package, existing communities that are based on the upgraded theme aren’t updated.
• When you export a theme from Community Builder, the system removes non-alphanumeric characters from your theme name. For
example, My Theme #2 becomes My_Theme_2.

Export and Package a Single Community Page

• The exported Community page name must be unique.
• When you export a page, the system generates a developer name (devName) by prepending the community name and removing
non-alphanumeric characters. For example, My #awesome page in the Acme community becomes Acme_My_awesome_page.
Developer names longer than 80 characters are truncated.
• When you export a Lightning Community page, its page variations aren’t included in the package. Export the page variations
separately.
• Exported page variations use the naming convention [Community Name]_[Page Name]_[Variation Name].

Original Page Name Exported Page Name Exported Page Developer Name
Coffee Fans Coffee Fans Acme_Coffee_Fans

West Coast (page variation) Coffee Fans - West Coast Acme_Coffee_Fans_West_Coast

East Coast (page variation) Coffee Fans - East Coast Acme_Coffee_Fans_East_Coast

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Set Up and Manage Salesforce Communities Requirements for Distributing Lightning Bolt Solutions

• For images in the Rich Content Editor, we export the version used in the editor, which is not necessarily the latest version of the asset
file.
• Audience-based visibility criteria aren’t included in the export process. Manually reenter this information after importing the page
to the community in the destination org.
• You can’t export individual login pages.

SEE ALSO:
Salesforce App Considerations
Export a Customized Lightning Community Template in a Lightning Bolt Solution
Export a Customized Community Page in a Lightning Bolt Solution
Package and Distribute Your Apps
ISVforce Guide: Creating and Uploading a Managed Package

Requirements for Distributing Lightning Bolt Solutions

Whether you’re a partner, ISV, or developer, before Salesforce can recognize a Lightning Bolt Solution
EDITIONS
that’s ready for distribution on AppExchange, your solution must meet certain requirements.
Before you distribute your solution, use these checklists. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Requirements for Lightning Bolt Solutions Experience
For all Lightning Bolt Solutions that are ready for distribution, make sure that you have: Available in: Enterprise,
Included at least one of the following: Performance, Unlimited,
and Developer Editions
• A custom Lightning app
• A flow category that contains one or more flows
• A Lightning Community template
Tested all community functionality and appearance across desktop, tablet, and mobile devices
Confirmed that your customizations have no regressions (each release)
Verified that Salesforce approves of all third-party technology that you use
Ensured proper code coverage, and executed basic performance testing
Adhered to all Salesforce Lightning developer guidelines (such as attribute enforcements)
Included written installation and configuration documentation
Developed appropriate customer support for custom functionality

Requirements When Including a Lightning Community Template

If your solution includes a template, make sure that you have:
Developed a custom Lightning Community template
Included at least one custom Lightning component (API version 40.0 or later)
Included at least one custom Theme Layout component with a unique visual design
Tested the template with the “Strict CSP” enabled in your community settings

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Set Up and Manage Salesforce Communities Package and Distribute a Lightning Bolt Solution

Best Practices
• To improve automation and code coverage, use a Salesforce testing framework, such as the Lightning Testing Service (LTS).
• Include only essential Visualforce components and pages.

SEE ALSO:
Lightning Community Developer Guide: Create Custom Theme Layout Components for Communities
Lightning Component Developer Guide: Salesforce Lightning CLI
ISVforce Guide: Publish Your Offering on the AppExchange
Security Developer Center

Package and Distribute a Lightning Bolt Solution

After you create a Lightning Bolt Solution, package the solution to distribute it to other users or
EDITIONS
orgs. You can upload the package to AppExchange to share or sell your solution.
A package is a container for something as small as an individual component or as large as a set of Available in: Salesforce
related apps. Packages come in two forms—managed and unmanaged. We recommend using Classic (not available in all
only managed packages to avoid naming conflicts with other packages in your customer’s org or orgs) and Lightning
your own. To create a managed package, use a Developer Edition org. Experience

1. From Setup, enter Packages in the Quick Find box, and then click Packages. Available in: Enterprise,
Performance, Unlimited,
2. To package a Lightning Bolt Solution, select Lightning Bolt Solution as the component type,
and Developer Editions
and select your solution. To package a standalone Lightning Community template, theme, or
page instead of a full Lightning Bolt Solution, select Lightning Community Template, or
Lightning Community Theme, or Lightning Page as the component type to add. USER PERMISSIONS
All supported dependencies are included.
To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration
To create and upload
packages:
• Create AppExchange
Packages AND Upload
AppExchange Packages

3. Upload the package. Then distribute it on AppExchange, or share the link privately with your
clients, customers, or partners.

SEE ALSO:
Create a Lightning Bolt Solution
ISVforce Guide: Overview of Packages
ISVforce Guide: Creating and Uploading a Managed Package
ISVforce Guide: Publish Your Offering on the AppExchange

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Set Up and Manage Salesforce Communities Community Management

Community Management
Community Management is your one-stop shop for administering, managing, and moderating
EDITIONS
your community.
Available in: Salesforce
IN THIS SECTION: Classic (not available in all
orgs) and Lightning
Community Managers, Moderators, and Admins Working Together
Experience
Communities can thrive when community managers, moderators, and admins understand
their unique roles and work together effectively. Available in: Enterprise,
Performance, Unlimited,
Measure Community Success with Dashboards
and Developer Editions
Use Dashboards to view your community’s analytics, such as metrics and trends on activity.
Dashboards give you mid-term to long-term views on adoption and engagement, providing
you with a high-level view into the health of your community. Dashboards also help you monitor return on investment (ROI) and
key performance indicators (KPI).

Community Managers, Moderators, and Admins Working Together

Communities can thrive when community managers, moderators, and admins understand their
EDITIONS
unique roles and work together effectively.
A community manager and moderator work hand-in-hand. They are partners and support one Available in: Salesforce
another in fostering engagement and harmony in the community. Sometimes, they perform some Classic (not available in all
of the same tasks, but each has unique contributions. While the community manager is typically orgs) and Lightning
responsible for monitoring adoption and engagement, the moderator is typically responsible for Experience
ensuring the community is a healthy environment and that members feel encouraged to be active Available in: Enterprise,
and helpful to each other. Performance, Unlimited,
Community managers, moderators, and admins all work together to protect, engage, and measure and Developer Editions
community success.

Prevent spammers, bots, and trolls from Welcome new members, add contributors, Review analytics on community health.
attacking the community. and connect members with resources. Measure return on investment (ROI) and key
Protect the community from trademark Help ensure that members questions are performance indicators (KPI), such as money
infringement and legal issues. answered quickly. saved and cases deflected.
Ensure community members use Acknowledge helpful members and thank Identify and track community trends.
appropriate language and adhere to the them.
terms of use. Identify, encourage, groom, and retain
MVPs.

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IN THIS SECTION:
Manage Your Community
Set up and monitor your community from Community Management or Community Workspaces.
What’s a Community Manager?
Every community needs someone to take an active role in making sure that the community thrives. Community managers spend
time every day encouraging member participation, keeping conversations going, and recognizing members for contributing.
What’s a Community Moderator?
Moderators help ensure the success of your community by monitoring user activity and flagged items.
Access Community Management
Community administrators and managers use Community Management to monitor community activity, and set up other important
management features.

Manage Your Community

Set up and monitor your community from Community Management or Community Workspaces.
EDITIONS
You can customize your community at any time, but if you plan to make major changes, we
recommend deactivating the community first. Available in: Salesforce
Classic (not available in all
Important: The options available in Community Management or Community Workspaces orgs) and Lightning
are based on your community template selection, permissions, and preferences. For example, Experience
if your community doesn’t use topics, you don’t see the Topics section. Some options in the
following list might not appear in your community by default. To display all sections, go to Available in: Enterprise,
Administration > Preferences and enable Show all settings in Community Management Performance, Unlimited,
or Show all settings in Community Workspaces. and Developer Editions

Home
USER PERMISSIONS
• View your community’s home page dashboard. If your home page still displays a message
to install the Salesforce Communities Management package, your administrator hasn’t To access Community
mapped a dashboard yet. Workspaces or Community
• Preview the community or access your community’s settings in the Community Builder, Management:
Lightning Platform, or Site.com Studio from Community Management or Community • Access Community
Workspaces. Management OR
Manage Communities
Engagement OR Create and Set Up
Monitor recent activity and take immediate action directly from Community Management or Communities
from the Moderation workspace in Community Workspaces. • AND is a member of the
Your admin sets up Insights. If the Engagement section doesn’t appear, the admin hasn’t community
mapped Insights for this community. To access moderation rules
Dashboards and criteria:
View dashboards and monitor information about groups, members, feed activity, moderation, • Manage Communities
topics, and license usage for this community. OR Create and Set Up
Communities
Your admin sets up Dashboards. If the Dashboards section doesn’t appear, the admin hasn’t
mapped dashboards for this community. To customize administration
settings or use Community
Moderation Builder:
View reports for flagged posts, comments, messages, and files. You can also see a report of all
• Create and Set Up
posts that are pending review and set up moderation rules for this community. Communities

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Set Up and Manage Salesforce Communities Community Managers, Moderators, and Admins Working
Together

Your admin sets up Moderation.

Topics
Create a navigation menu and showcase popular topics in your community.
Typically, your admin sets up Navigational topics and featured topics. If you’re using self-service templates, Navigational topics and
featured topics are enabled by default. If the Topics section doesn’t appear, your community isn’t using topics.
Recommendations
Recommendations can help drive engagement in a community. They can be set up to encourage users to watch videos, take trainings,
and more.
Your admin sets up Recommendations. If the Recommendations section doesn’t appear, the admin hasn’t set up recommendations.
Reputation
Set up reputation levels and points to reward members for activity in the community feed.
Your admin sets up Reputation. If the Reputation section doesn’t appear, the admin hasn’t enabled it.
Administration
Use the Administration page to update the community’s basic setup.
• Members—Add or remove members based on profiles or permission sets.
• Tabs—Select the tabs you want community members to see. Tabs are also used to determine community navigation in the
Salesforce app. If your community was created with one of the self-service templates, tab settings aren’t used.
• Branding—Select a provided branding color theme. This branding controls header and footer text for pages in your community.
The branding settings apply if you’re using the default or the Salesforce tabs + Visualforce template.
• Login & Registration—Select the login page for this community, and set up self-registration.
• Emails—Customize email sender information, Chatter email branding, and templates in your community emails.
• Pages—Configure page assignments for your community, and access the Lightning Platform and Site.com settings for this
community.
• Preferences—Update important settings, such as content flags, nicknames, public access to Chatter, and file limits.
• Settings—Edit your community name, description, and community URL. You can also manage the status of your community
and update your community template.
Lookups in Community Management and Community Workspaces initially return the items you most recently viewed from within
the community. If an object you’re looking for isn’t in the Recently Viewed Documents list, try typing all or part of the object name
and searching again.

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

SEE ALSO:
What’s a Community Manager?
What’s a Community Moderator?

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Set Up and Manage Salesforce Communities Community Managers, Moderators, and Admins Working
Together

What’s a Community Manager?

Every community needs someone to take an active role in making sure that the community thrives.
EDITIONS
Community managers spend time every day encouraging member participation, keeping
conversations going, and recognizing members for contributing. Available in: Salesforce
Community managers must be employees of your organization; external community members Classic (not available in all
can’t be community managers. orgs) and Lightning
Experience
A community manager is a member of the community that takes on the extra responsibility of
monitoring community engagement. Community managers need access to reports and dashboards Available in: Enterprise,
that show trends in activity and membership. They also need to be aware if members aren’t logging Performance, Unlimited,
in as frequently as they should be. By monitoring community membership and activity, community and Developer Editions
managers can figure out how to engage community members and ensure that they participate.
A powerful tool for a community manager is the ability to recognize individual members for their
participation, because community managers know that recognition and a little friendly competition usually lead to more active members.
Community managers can set up a point system and reputation levels that reward members with points when they perform certain
actions. Once members reach the top of the level’s point threshold, they move up a level.

IN THIS SECTION:
Assign a Community Manager
To assign a user as a community manager, simply give them the “Manage Communities” permission.

Assign a Community Manager

To assign a user as a community manager, simply give them the “Manage Communities” permission.
EDITIONS
Community managers must be employees of your organization; external community members
can’t be community managers. To assign a user as a community manager, give them the “Manage Available in: Salesforce
Communities” permission. With this permission, they can access the Community Management Classic (not available in all
page or Community Workspaces. orgs) and Lightning
Experience
Note: Go to Communities Settings to enable Community Workspaces.
Available in: Enterprise,
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Performance, Unlimited,
Sets, then click New. and Developer Editions
2. Create a permission set that includes the “Manage Communities” permissions.
3. From Setup, enter Users in the Quick Find box, then select Users. USER PERMISSIONS
4. Find the user you want to be a community manager and add the permission set to their To assign permission sets:
Permission Set Assignments related list. • Assign Permission Sets
The user can now manage the community through Community Management or Community
Workspaces.

What’s a Community Moderator?

Moderators help ensure the success of your community by monitoring user activity and flagged items.
In a successful community, members are actively engaged and communicating with one another. A community moderator facilitates
knowledge sharing within a community to help members benefit and derive value from their participation. The moderator also helps
ensure that all communications and content in the community are appropriate.

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Together

Moderators can be users from your internal organization or external users, but only internal users can moderate from within Community
Management and Community Workspaces. External users who are moderators can moderate within context of the community, such
as directly in the community feed. This person should be accustomed to interfacing with customers and can spend time regularly
monitoring the community.
A moderator can:
• Review and act on the list of flagged posts and comments in the community
• Review and act on the list of flagged files in the community
• Remove flags directly in the community
• Delete inappropriate posts, comments, messages, and files
A moderator can also help drive the success of a community in many other ways.
• Sharing relevant and useful information in community posts
• Encouraging members to post and comment on each other’s posts
• Setting an example by their activity in the community
• Keeping discussions focused, spam-free, and non-controversial
• Redirecting email conversations to communities when it can benefit other community members
• Establishing the community as a reliable source of information and a forum for transparent discussions
You can choose to designate more than one moderator for a community, especially if the community has a large number of members.

Note: Although they share some similar capabilities, a community moderator is different from a Chatter moderator.

IN THIS SECTION:
Which users can moderate?
There are multiple types of users who can moderate a community when flagging is enabled.
Assign a Community Moderator
Make one or more people moderators in your community so they can keep an eye on its content.

Which users can moderate?

There are multiple types of users who can moderate a community when flagging is enabled.
EDITIONS
Moderators can be users from your internal organization or external users, but only internal users
can moderate from within Community Management and Community Workspaces. External users Available in: Salesforce
who are moderators can moderate within context of the community, such as directly in the Classic (not available in all
community feed. Moderators can continue to flag items even if flagging is disabled for community orgs) and Lightning
members, although group owners and group managers can only moderate when flagging is Experience
enabled. Available in: Enterprise,
Who can moderate items in a community depends on permissions or if the user is a group manager Performance, Unlimited,
or owner. This table shows who can moderate and what actions they can take in the user interface. and Developer Editions

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Together

Action User with “Moderate User with “Moderate Group Owner or Manager
Communities Feeds” Communities Files” (on items in groups they
own or manage)*
Remove flags on a post or
comment

Delete a post or comment

Remove flags on a file

Delete a file

*To allow group owners and managers to moderate, the Allow members to flag content option must be enabled.

Assign a Community Moderator

Make one or more people moderators in your community so they can keep an eye on its content.
EDITIONS
Moderators can be users from your internal organization or external users, but only internal users
can moderate from within Community Management and Community Workspaces. External users Available in: Salesforce
who are moderators can moderate within context of the community, such as directly in the Classic (not available in all
community feed. orgs) and Lightning
Experience
You can assign moderators by assigning a permission set that includes one or more of following
moderation permissions. Available in: Enterprise,
Performance, Unlimited,
Permission Allows Users To and Developer Editions

Moderate Communities Feeds Review flagged posts and comments and take action, such as
removing flags or deleting the post or comment. Moderator USER PERMISSIONS
options for feed content are available in the community feed
To assign permission sets:
and in Community Management and Community Workspaces.
• Assign Permission Sets
Moderate Communities Files Review flagged files they have access to and take action, such
as removing flags or deleting the file. Moderator options for
files are available on a file’s detail page and in Community
Management or Community Workspaces.

Moderate Communities Chatter Review flagged messages and take action, such as removing
Messages a flag or deleting a message. This permission allows users access
to only flagged messages in communities they’re a member
of.

Can Approve Feed Post and Approve, delete, or edit posts and comments that are pending
Comment review.

Moderate Community Users Freeze external users who are members of the community.
Moderators can freeze members on their user profile page or
from an Insights report.

Manage Communities Moderate community content in Community Management or

Community Workspaces.

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Set Up and Manage Salesforce Communities Community Managers, Moderators, and Admins Working
Together

Permission Allows Users To

Access Community Management Access community pages from Community Managementand Community Workspaces

You can also add these permissions to a profile. These permissions are valid for all communities the user is a member of, but don’t apply
in your internal organization.
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets, then click New.
2. Create a permission set that includes the appropriate permissions.
3. From Setup, enter Users in the Quick Find box, then select Users.
4. Find the user you want to be a community moderator and add the permission set to their Permission Set Assignments related list.
After you grant moderator permissions to a user, keep these things in mind:
• The user can now moderate any items they have access to in all communities they’re a member of.
• The user can flag items even if Allow members to flag content is disabled in a community.
• Moderators can receive an email notification when a post, comment, or file is flagged by selecting the Flag an item as
inappropriate email notification.
Access to moderator functionality is slightly different depending on user permissions:
• In the community feed: Both internal and external users with the “Moderate Communities Feeds” permission can view flag indicators
directly in the community feed for posts and comments and decide to either remove the flags or delete the content.
• In Community Management and Community Workspaces: Only internal users with the “Manage Communities” or “Create and
Set Up Communities” permission can access the Moderation area.

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Access Community Management

Community administrators and managers use Community Management to monitor community
EDITIONS
activity, and set up other important management features.
1. Access Community Management in one of the following ways. Available in: Salesforce
Classic (not available in all
• From the community:
orgs) and Lightning
– In Salesforce Tabs + Visualforce communities, click in the global header. Experience
– In Community Builder-based communities, use the drop-down menu next to your Available in: Enterprise,
name and click Community Management. Performance, Unlimited,
• From Setup, enter All Communities in the Quick Find box, then select All and Developer Editions
Communities and click the Manage link next to a community. To access this page, you
need the Create and Set Up Communities” permission. USER PERMISSIONS
• From Community Builder, in the header, use the drop-down menu next to the name of
To access Community
your template and click Community Management.
Workspaces or Community
If your community has Community Workspaces enabled, access that instead and navigate to Management:
the Moderation workspace. • Access Community
Management OR
2. Choose the part of the community you want to manage:
Manage Communities
Note: The options available in Community Management and Community Workspaces OR Create and Set Up
Communities
are based on your community template selection, permissions, and preferences. For
example, if your community does not use topics, you don’t see the Topics section. Some • AND is a member of the
community
of To display all sections, go to Administration > Preferences and enable Show all
settings in Community Management or Show all settings in Community To access moderation rules
Workspaces. and criteria:
• Preview the community or access your community’s settings in the Community Builder, • Manage Communities
Lightning Platform, or Site.com Studio from Community Management or Community OR Create and Set Up
Communities
Workspaces.
• In Engagement, you can view Insights reports and take action on activity in your community. To customize administration
settings or use Community
• In Dashboards, you can view community dashboards and reports. Builder:
• In Moderation, you can set up moderation rules and monitor flagged feed items. • Create and Set Up
• In Topics, you can manage navigational and featured topics. Communities
• In Recommendations, you can set up custom recommendations to appear in your
community.
• In Reputation, you can set up reputation levels and points.
• In Administration, you can customize your community properties, such as name, description, URL, status, and template. You can
also update your community settings, such as members, tabs, branding, login and registration, and emails.

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Set Up and Manage Salesforce Communities Measure Community Success with Dashboards

Measure Community Success with Dashboards

Use Dashboards to view your community’s analytics, such as metrics and trends on activity.
EDITIONS
Dashboards give you mid-term to long-term views on adoption and engagement, providing you
with a high-level view into the health of your community. Dashboards also help you monitor return Available in: Salesforce
on investment (ROI) and key performance indicators (KPI). Classic (not available in all
orgs) and Lightning
IN THIS SECTION: Experience

Enable and Map Dashboards for Community Managers Available in: Enterprise,
Community managers can use dashboards in each community to measure its success. You can Performance, Unlimited,
even map a dashboard to the Community Management or Community Workspaces Home and Developer Editions
page. You can map custom dashboards or use the ones provided in our AppExchange package.
Create a Dashboard for Your Community
While you can show any dashboard in your community, we recommend creating them based on the custom report types available
for communities.
View Community Dashboards.
Use dashboards to monitor the health of your community.
What’s the difference between Engagement Insights and dashboards?
Engagement Insights let you take immediate action on recent activity in your community, and the reports in dashboards let you see
trends.

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Set Up and Manage Salesforce Communities Measure Community Success with Dashboards

Enable and Map Dashboards for Community Managers

Community managers can use dashboards in each community to measure its success. You can
EDITIONS
even map a dashboard to the Community Management or Community Workspaces Home page.
You can map custom dashboards or use the ones provided in our AppExchange package. Available in: Salesforce
You can choose to map any dashboard you have access to, but ensure that your community Classic (not available in all
managers have access as well. orgs) and Lightning
Experience
All dashboards display as Lightning dashboards, regardless of what types of dashboard you’re using
or what interface your org is using. For example, a Salesforce Classic dashboard gets displayed as Available in: Enterprise,
a Lightning dashboard. Not all browsers support this Lightning view, so make sure you’re using a Performance, Unlimited,
supported browser. and Developer Editions

Tip: Keep in mind that you can get preconfigured dashboards in the Salesforce Communities
Management package available for download on the AppExchange. USER PERMISSIONS
If the Salesforce Communities Management package is installed in your organization, each of the To map dashboards in
pages has a default mapping to a dashboard from the package. You can overwrite these values as Community Management or
needed. Community Workspaces:
• Create and Set Up
To map or update your dashboards:
Communities OR
1. Open Community Workspaces or Community Management. Manage Communities
2. Click Dashboards > Settings. AND

3. For each of the pages, select the dashboard you want to show to community managers. To Manage Dashboards in
Public Folders
change the name of the dashboard page, click inside the dashboard label.
AND
The dashboard you map to Home displays on your Community Management or Community
Workspaces Home page. Is a member of the
community
4. Click Save.
Dashboards are visible to community managers when they expand the Dashboards section or
visit the Home page in Community Management or Community Workspaces.

Verify the dashboard mappings by clicking Dashboards and then clicking each page name. If you mapped a dashboard to the Home
page, check that out too.

SEE ALSO:
Create a Dashboard for Your Community
View Community Dashboards.

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Set Up and Manage Salesforce Communities Measure Community Success with Dashboards

Create a Dashboard for Your Community

While you can show any dashboard in your community, we recommend creating them based on
EDITIONS
the custom report types available for communities.

Tip: Keep in mind that you can get preconfigured dashboards in the Salesforce Communities Available in: Salesforce
Management package available for download on the AppExchange. Classic (not available in all
orgs) and Lightning
All dashboards display as Lightning dashboards, regardless of what types of dashboard you’re using Experience
or what interface your org is using. For example, a Salesforce Classic dashboard gets displayed as
a Lightning dashboard. Not all browsers support this Lightning view, so make sure you’re using a Available in: Enterprise,
supported browser. Performance, Unlimited,
and Developer Editions
Open Community Workspaces or Community Management.
1. Create custom report types based on the Networks object.
USER PERMISSIONS
Only reports that are based on the Networks object show community-specific information in
Community Management and Community Workspaces. To create custom report
types:
Note: You can create reports based on other objects and expose them in Community • Manage Custom Report
Management or Community Workspaces. Keep in mind that they show data from across Types
your organization, not just for the community in which you’re viewing them. To create, edit, and delete
• Select Networks as the primary object. reports:
• Create and Customize
• Select a child object: Reports
– Chatter Messages To create and share
– Feed Revisions dashboards:
– Groups • Manage Dashboards in
Public Folders
– Network Audits
– Network Activity Daily Metrics
– Network Feed Revisions
– Network Members
– Network Membership Daily Metrics
– Network Moderations
– Network Public Usage Daily Metrics
– Network Unique Contributor Daily Metrics
– Recommendation Metric
– Topic Assignments
– Topics
– Unpublished Feed Entities

2. Use the custom report type to create a report.

Be sure not to filter the report by Network ID to ensure that the report dynamically displays data for the community you view it from.
Adding a Network ID filter causes the report to only show data for the community with that Network ID, regardless of which community
you view it in.

3. Create a dashboard with components. Select the report as your source type.
• Add a component for each report you want to include in your dashboard.

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Set Up and Manage Salesforce Communities Measure Community Success with Dashboards

• Find your report on the Data Sources tab and add it to the component.
For a Salesforce Classic dashboard to optimally render in the Lightning view used in Community Management and Community
Workspaces, make sure that your dashboard meets these requirements.
• Includes only up to 20 reports arranged within three columns
• Doesn’t include unsupported charts, such as funnel, scatter, table, multi-metric, pie, and gauge
For a list of dashboard features not supported in the Lightning view, see Reports and Dashboards: Lightning Experience Limitations.

Note: Metrics are supported in the Lightning view, but they display as large tiles. We recommended that you don’t include
metrics in your dashboards.

4. Share the folder that you save your dashboard in with your community managers.
5. From Community Management or Community Workspaces, click Dashboards > Settings to map your dashboard.
When a community manager accesses Community Management or Community Workspaces, the dashboard appears under Dashboards.
If you mapped a dashboard to the Home page, the dashboard appears there.
Dashboards in Community Management and Community Workspaces are automatically refreshed every 24 hours. To see the latest data,
click Refresh. If you access the dashboard after it has been recently refreshed, the dashboard displays the globally cached data from
the last refresh. If the dashboard hasn’t been refreshed in 24 hours, it’s refreshed automatically when you access it. All role-based external
users in your community can refresh dashboards set up with “Run as specified user” and “Run as logged-in user” up to 1,000 times daily
per org. Scheduled and automatic refreshes don’t count against the limit. There is no refresh limit for internal users.
Remember that you can customize your dashboards at any time. To edit your dashboard, go to the Dashboards > Settings page in
Community Management or Community Workspaces. Click into the Label field to edit the page name and select the down arrow to
the right of the Dashboard field to map to a different dashboard. Click Edit dashboard to open the dashboard in your internal Salesforce
org. If you’re using a dashboard that was created in Lightning Experience, the edit link doesn’t work.

SEE ALSO:
Create a Custom Report Type
Create a Report
Track Community Activity with Custom Reports
Share a Report or Dashboard Folder in Salesforce Classic

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Set Up and Manage Salesforce Communities Measure Community Success with Dashboards

View Community Dashboards.

Use dashboards to monitor the health of your community.
EDITIONS
All dashboards display as Lightning dashboards, regardless of what types of dashboard you’re using
or what interface your org is using. For example, a Salesforce Classic dashboard gets displayed as Available in: Salesforce
a Lightning dashboard. Not all browsers support this Lightning view, so make sure you’re using a Classic (not available in all
supported browser. orgs) and Lightning
Experience
1. Open Community Workspaces or Community Management.
2. Click Dashboards. Available in: Enterprise,
Performance, Unlimited,
Note: If the Dashboards section isn’t displayed, your administrator hasn’t mapped them and Developer Editions
for your community.
Pages that have dashboards mapped to them appear in the Dashboards section or on the Home USER PERMISSIONS
page.
To view dashboards:
3. Click the dashboard page you want to view.
• Manage Communities
The dashboard appears. For an immediate refresh of dashboard data, click Refresh
OR
Note: The refresh button is not available in Lightning communities accessed through Create and Set Up
mobile devices. Communities
. AND
Dashboards in Community Management and Community Workspaces are automatically Is a member of the
refreshed every 24 hours. To see the latest data, click Refresh. If you access the dashboard after community
it has been recently refreshed, the dashboard displays the globally cached data from the last
refresh. If the dashboard hasn’t been refreshed in 24 hours, it’s refreshed automatically when
you access it. All role-based external users in your community can refresh dashboards set up with “Run as specified user” and “Run
as logged-in user” up to 1,000 times daily per org. Scheduled and automatic refreshes don’t count against the limit. There is no
refresh limit for internal users.

4. To view a related report, click View Report on the dashboard.

Remember that the dashboards are configured to display community-specific data.
Be sure not to filter the report by Network ID to ensure that the report dynamically displays data for the community you view it from.
Adding a Network ID filter causes the report to only show data for the community with that Network ID, regardless of which community
you view it in.

Remember that you can customize your dashboard at any time. To edit your dashboard, go to the Dashboards > Settings page in
Community Management or Community Workspaces. Click into the Label field to edit the page name and select the down arrow to
the right of the Dashboard field to map to a different dashboard. Click Edit dashboard to open the dashboard in your internal Salesforce
org. If you’re using a dashboard that was created in Lightning Experience, the edit link doesn’t work.

SEE ALSO:
What’s the difference between Engagement Insights and dashboards?

What’s the difference between Engagement Insights and dashboards?

Engagement Insights let you take immediate action on recent activity in your community, and the reports in dashboards let you see
trends.

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Set Up and Manage Salesforce Communities Community Cloud and Marketing Cloud Integration with
Journey Builder

Use Engagement to view, monitor, and act on your community’s Use Dashboards to view your community’s metrics, such as trends
activity. Engagement Insights give you a detailed look at a specific on activity. Dashboards give you mid-term to long-term views on
area of your community. adoption and engagement in your community. They help you
monitor return on investment (ROI) and key performance indicators
(KPI).

For example, you can visit the Engagement > Adoption page to For example, you can visit the Dashboards > Activity page to
view a report about new members in your community that have track total posts and comments including overall contribution
received the most likes on their posts and comments. This trends in your community.
Engagement Insights report helps you identify and engage with
your active new members that are receiving positive feedback
from other community members.

SEE ALSO:
View and Customize Engagement Insights for Your Community
View Community Dashboards.

Community Cloud and Marketing Cloud Integration with Journey Builder

With the Marketing Cloud Journey Builder, create personalized journeys for your community based on triggering events or geared for
specific audiences. Greet new members with rich content emails, send reminders to members who need profile pics, or schedule
follow-up emails for members who log a case. To use this feature, you must have both Communities and Marketing Cloud licenses.

Available in: Enterprise, Professional, Unlimited, and Developer editions.

Note: This feature passes member information, including email addresses, from the Community Cloud to the Marketing Cloud.

Trigger a personalized journey with events, or choose a specific audience.

Examples of events include:
• User joins a community

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Set Up and Manage Salesforce Communities Community Cloud and Marketing Cloud Integration with
Journey Builder

• Case creation
• User buys a product (depending on configuration)
• New Chatter group membership
• New Chatter post creation
• Chatter question and answer activity
• Create or update any custom object and most standard objects
Examples of audiences include:
• All members of the community
• User who own a certain product (depending on configuration)
• Members with the highest number of reputation points
• Members who belong to the same Chatter group
• Members who have not contributed in the last number of days
The two clouds integrate through Marketing Cloud Connect (available on the AppExchange). Once it’s set up, you’re ready to go. The
process and email creation is all handled in Journey Builder. The See Also links guide you to those steps.
A few things to do and consider before you get started:
• Make sure that you have both Marketing Cloud and at least one community set up.
• Install the Marketing Cloud Connect package.
• Decide whether to use contact or user data.

Note: Adding members to a community is slower when triggering journeys. If you’re adding lots of new members, like more
than 1,000, at once, we suggest letting Journey Builder run overnight.

IN THIS SECTION:
Community Journey Data Model
When you create a community journey, you choose whether to add user or contact data. To avoid unintentionally sending emails
to people who have opted out, you must stay consistent. There are also some event trigger and tracking limitations.
Email Preferences
The Unsubscribe link at the bottom of a Marketing Cloud email opts the person out of all further emails from that instance of Marketing
Cloud. If you want users to be able to unsubscribe from community emails without unsubscribing from other brand or company
emails, some setup is required.
Triggering Journeys Based on Events
You can trigger journeys based on an event that happens in the community, like when members join.
Triggering Journeys Based on Audiences
You can select a set of users—an audience—and put them into a journey. Your audience can be specific and include, say, a member
who purchased a certain product and posted within the last 30 days.
Determine If an Object Can Trigger Journeys
Before you create an event-based journey, check that the object you want to use works. This test helps you identify available objects.
Sync an Object to the Marketing Cloud
To create an audience-based Journey, sync object data to the Marketing Cloud.

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Set Up and Manage Salesforce Communities Community Journey Data Model

Community Objects for Creating Member Journeys

Most, but not all, community objects can be used for creating journeys. This list includes the available objects along with a description,
their eligibility status, API object, and use cases (as appropriate).

SEE ALSO:
Connect the Clouds
Journey Builder
Get Started With Journey Builder

Community Journey Data Model

When you create a community journey, you choose whether to add user or contact data. To avoid unintentionally sending emails to
people who have opted out, you must stay consistent. There are also some event trigger and tracking limitations.

Available in: Enterprise, Professional, Unlimited, and Developer editions.

Every external community member has both an associated user object and a contact object. Internal community users, including
employee communities users, typically have only the user object. The email preferences for the user and contact records aren’t linked.
A person who opts out of a contact record journey still gets email from user record journeys. A best practice is to choose one data type
and stick to it.
A couple of other points to consider when picking the data model:
• Some events can trigger only user-based journeys. When you create a journey for a given event, the application shows you whether
you can add user, contact, or either record to the journey. For many common community objects, only the user record is available.
If you plan to standardize on contacts, use audience-based journeys instead as they can utilize either the user or contact records.
• Emails sent by journeys that are based on contact records are logged on the contact objects in Salesforce. Logging is not always the
case for journeys based on user records. If tracking is important, go with contacts.

SEE ALSO:
Triggering Journeys Based on Audiences
Triggering Journeys Based on Events

Email Preferences
The Unsubscribe link at the bottom of a Marketing Cloud email opts the person out of all further emails from that instance of Marketing
Cloud. If you want users to be able to unsubscribe from community emails without unsubscribing from other brand or company emails,
some setup is required.

Available in: Enterprise, Professional, Unlimited, and Developer editions.

Note: Email preferences are not automatically synced between Community Cloud and Marketing Cloud without customization.
Consider discussing implementing a custom subscription center with your integrator or Salesforce services.

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Set Up and Manage Salesforce Communities Triggering Journeys Based on Events

The controls for system-generated emails from a community, like comment notifications, are managed within the Community by
members, not within Marketing Cloud.

SEE ALSO:
Profile Center and Subscription Center
Manage Your Community Email Notifications

Triggering Journeys Based on Events

You can trigger journeys based on an event that happens in the community, like when members join.

Available in: Enterprise, Professional, Unlimited, and Developer editions.

For an event to trigger a journey, the object that the event happens to must be workflow-enabled. Most standard objects in Salesforce
(such accounts, leads, case, and opportunity), all custom objects, and many community-specific objects are workflow enabled. Some
community-specific objects, however, are not.

Note: As a best practice, create sample journeys to make sure that the objects you want to use can trigger a journey and the data
is accessible.

SEE ALSO:
Community Objects for Creating Member Journeys
Determine If an Object Can Trigger Journeys
Salesforce Data Event
Salesforce Community

Triggering Journeys Based on Audiences

You can select a set of users—an audience—and put them into a journey. Your audience can be specific and include, say, a member
who purchased a certain product and posted within the last 30 days.

Available in: Enterprise, Professional, Unlimited, and Developer editions.

To define the audience, you select the members using either SQL in Automation Studio or Audience Builder. Make sure that Marketing
Cloud can access the data tables. In core Salesforce, the tables must be replicated and synced to Marketing Cloud as a Synchronized
Data Source within Contact Builder. This process assisted by the Marketing Cloud Connect package, but it’s not automatic. You must
choose which tables you want to sync and the object must be replicable.

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Set Up and Manage Salesforce Communities Determine If an Object Can Trigger Journeys

Note: Once object data is synced into Marketing Cloud, you can use the data to make decisions at junction points in a journey.
Such junctions are known as decision splits.

SEE ALSO:
Sync an Object to the Marketing Cloud
Automation Studio
Audience Builder
Use Decision Splits
Interact with Synchronized Data Sources

Determine If an Object Can Trigger Journeys

Before you create an event-based journey, check that the object you want to use works. This test helps you identify available objects.

Available in: Enterprise, Professional, Unlimited, and Developer editions.

1. In Marketing Cloud, create a journey.

2. Drag the Salesforce Data Event tile onto the canvas.
3. Click the icon to configure the event.
4. Select Salesforce Data.
5. In Select an Object, look for the object you are interested in. If you don’t see an object, it can’t be used to trigger a journey.

Sync an Object to the Marketing Cloud

To create an audience-based Journey, sync object data to the Marketing Cloud.

Available in: Enterprise, Professional, Unlimited, and Developer editions.

1. In Marketing Cloud, go to Audience Builder > Contact Builder.

2. Click Data Sources.
3. Click the Synchronized tab.
4. Select the data source.
5. Click Set Up Object.
6. Look in the Synchronize Entity dialog box with the list of objects that can sync. If you don’t see the object, it can’t be synced.
7. Click Synchronize for the entity that contains the data you want to bring into Contact Builder.
8. Select the checkboxes next to the fields you want to synchronize and click Next.
9. Using the Record Collection buttons, choose whether to bring in all records or begin at a certain date.
10. From the Poll Schedule dropdown, choose how often you wish to synchronize data.
11. Click Save & Synchronize.

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Set Up and Manage Salesforce Communities Community Objects for Creating Member Journeys

Community Objects for Creating Member Journeys

Most, but not all, community objects can be used for creating journeys. This list includes the available objects along with a description,
their eligibility status, API object, and use cases (as appropriate).

Available in: Enterprise, Professional, Unlimited, and Developer editions.

A quick note about object status:

• If you want to create an event-based journey, the object must be workflow-enabled.
• To create an audience-based journey, the object must be replicable.

Object Description Status API Example Use Case

Communities and
Membership

Network A community and its • Not Network

settings Workflow-enabled
• Not Replicable

NetworkMember Individual user • Workflow-enabled NetworkMember Triggers when a new

memberships member joins the
• Replicable
community

NetworkMemberGroup List of profiles and • Not NetworkMemberGroup

permission sets added to Workflow-enabled
a community (not related
• Not Replicable
to Chatter groups)

Chatter Groups

CollaborationGroup A Chatter group • Workflow-enabled CollaborationGroup

• Not Replicable

CollaborationGroupMember Member of a Chatter • Workflow-enabled CollaborationGroupMember Triggers when a user

group joins a Chatter Group in
• Replicable
the Community

CollaborationGroupFeed A single item on a Chatter • Not CollaborationGroupFeed

group feed Workflow-enabled
• Replicable

Feeds

FeedItem Entry in the feed • Workflow-enabled FeedItem Triggers when user asks
a question or makes
• Replicable
another type of feed post

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Set Up and Manage Salesforce Communities Insights for Community Engagement

FeedComment Comment added to a • Not FeedComment

feed by a user Workflow-enabled
• Replicable

Topics

Topic A topic • Workflow-enabled Topic

• Replicable

TopicAssignment Relationship between a • Workflow-enabled TopicAssignment Triggers when a user

topic and an entity posts a question on a
• Replicable
specific topic, or adds a
topic to any FeedItem

EntitySubscription Subscription for following • Not EntitySubscription Triggers when a user

a record or another user Workflow-enabled follows a topic, user, or
record
• Replicable

Cases

Case Service case • Workflow-enabled Case Triggers when a user

opens or updates a case
• Replicable

Insights for Community Engagement

Insights are reports that help your community managers monitor activity and take action on that
EDITIONS
activity. Insights make it easier to manage day-to-day moderation tasks, encourage community
engagement, and drive member adoption. You can set up Insights to monitor new members, Available in: Salesforce
unanswered questions, newly created groups, trending topics, and even recent Chatter contributions. Classic (not available in all
orgs) and Lightning
Example: With an Insights report set up to track new members, community managers can
Experience
quickly navigate to a new member’s profile to send them a welcome message.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

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

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Set Up and Manage Salesforce Communities Insights for Community Engagement

Tip: Let us do the setup work for you! Get out-of-the-box Engagement Insights in the Salesforce Communities Management
package available for download from the AppExchange. To use the preconfigured Engagement Insights, your community must
use Chatter.
Insight reports provided in the package are 100% customizable. You can change the default Insights page names, report folder
mappings, and even the Insights report columns and filters at any time. So don’t be afraid to customize or change what you get
in the package. You won’t hurt our feelings.

IN THIS SECTION:
Enable and Map Engagement Insights for Community Managers
Community managers can use Engagement Insights reports to monitor recent activity and take action on that activity. To get up
and running quickly, use preconfigured Engagement Insights from an AppExchange package. You can also create and map your
own. Each community can have their own Engagement Insights.
Create Your Own Insights for Your Community
Create your own Insights to display in Community Management or Community Workspaces. We recommend that you create your
Insights reports based on custom report types available for communities.
Create Custom Actions for Community Insights
Do more with community Insights reports with custom actions. Say a spammer attacks your community. You can create and use a
custom action to remove all the spammer’s posts and comments with just one click. Custom Insights actions work with standard
objects and custom objects.
View and Customize Engagement Insights for Your Community
Use Engagement Insights in to monitor recent community activity and immediately take action. EngagementInsights help you
manage day-to-day moderation tasks and keep up on adoption and engagement in your community.

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Set Up and Manage Salesforce Communities Enable and Map Engagement Insights for Community
Managers

Enable and Map Engagement Insights for Community Managers

Community managers can use Engagement Insights reports to monitor recent activity and take
EDITIONS
action on that activity. To get up and running quickly, use preconfigured Engagement Insights from
an AppExchange package. You can also create and map your own. Each community can have their Available in: Salesforce
own Engagement Insights. Classic (not available in all
Engagement Insights pages map to report folders in your internal org. All the reports included in orgs) and Lightning
that folder are displayed in the dropdown menu on the Engagement Insights page. Adding or Experience
removing an Engagement Insights report from the report folder in your internal org updates the Available in: Enterprise,
Engagement Insights page in Community Management or Community Workspaces. On the Performance, Unlimited,
Engagement Insights page, links are automatically created for report fields such as Created By and Developer Editions
or Group Name. For posts, comments, and messages, you can even see the contents directly on
the page.
USER PERMISSIONS
Tip: Get out-of-the-box Engagement Insights in the Salesforce Communities Management
package available for download from the AppExchange. To use the preconfigured Engagement To map Engagement
Insights, your community must use Chatter. Insights in Community
Management or Community
When you install the package, report folders are automatically installed in your internal org. Workspaces:
If you have no previous Engagement Insights mapped, the package automatically maps them • Manage Communities
for you. You can change the default mappings at any time. OR Create and Set Up
Communities
To map or update Engagement Insights for your community: AND
1. Open Community Workspaces or Community Management. Manage Reports in
2. Click Engagement > Settings. If you are using Community Workspaces, click Engagement > Public Folders
Settings from the Dashboard workspace. AND
3. Provide a name for each Engagement Insights page and then select the report folder you want Is a member of the
to map to the page. community

You can map up to 10 Engagement Insights pages.

Make sure that you have shared the mapped report folder with your community managers or they can’t view the Engagement
Insights reports.

4. Click Save.
Engagement Insights pages are visible to community managers when they expand the Engagement section in Community
Management or Community Workspaces.

Go check out your changes. Click Engagement and then click each Engagement Insights page name. Use the dropdown menu to verify
the reports mapped to each page.
If you installed the Salesforce Communities Management package, moderation-related Engagement Insights reports are also mapped
to pages in the Moderation section of Community Management or in the Moderation workspace of Community Workspaces. Unlike the
page names in the Engagement section, the page names in the Moderation section can’t be renamed or unmapped.

SEE ALSO:
Share a Report or Dashboard Folder in Salesforce Classic

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Set Up and Manage Salesforce Communities Create Your Own Insights for Your Community

Create Your Own Insights for Your Community

Create your own Insights to display in Community Management or Community Workspaces. We
EDITIONS
recommend that you create your Insights reports based on custom report types available for
communities. Available in: Salesforce
Tip: Get out-of-the-box Engagement Insights in the Salesforce Communities Management Classic (not available in all
orgs) and Lightning
package available for download from the AppExchange. To use the preconfigured Engagement
Experience
Insights, your community must use Chatter.
1. Create custom report types based on the Networks object. Available in: Enterprise,
Performance, Unlimited,
Only reports that are based on the Networks object show community-specific information in and Developer Editions
Community Management and Community Workspaces.

Note: You can create reports based on other objects and expose them in Community USER PERMISSIONS
Management or Community Workspaces. Keep in mind that they show data from across
your organization, not just for the community in which you’re viewing them. To create custom report
types:
• Select Networks as the primary object.
• Manage Custom Report
• Select a child object: Types
– Chatter Messages To create, edit, and delete
reports:
– Feed Revisions
• Create and Customize
– Groups Reports
– Network Audits To create and share report
– Network Activity Daily Metrics folders:
– Network Feed Revisions • Manage Reports in
Public Folders
– Network Members
– Network Membership Daily Metrics
– Network Moderations
– Network Public Usage Daily Metrics
– Network Unique Contributor Daily Metrics
– Recommendation Metric
– Topic Assignments
– Topics
– Unpublished Feed Entities

2. Use the custom report type to create an Insights report.

Insights reports are just like any other report, except they must also meet the following requirements:
• The report must be a tabular report.
• The report can’t include pagination.
• We recommended that your report only return 2,000 rows or less because only the first 2,000 rows are displayed in Community
Management or Community Workspaces.
• To view “Approve” and “Delete” comment actions, you must add the FeedCommentID column to your Insights report.
Be sure not to filter the report by Network ID to ensure that the report dynamically displays data for the community you view it from.
Adding a Network ID filter causes the report to only show data for the community with that Network ID, regardless of which community
you view it in.

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Set Up and Manage Salesforce Communities Create Custom Actions for Community Insights

3. Save the report to a new report folder that you can map to in Community Management or Community Workspaces.
We recommend that you create a separate report folder for each of your Insights pages. For example, create one report folder called
Insights Members and another called Insights Moderation.
Engagement Insights pages map to report folders in your internal org. All the reports included in that folder are displayed in the
dropdown menu on the Engagement Insights page. Adding or removing an Engagement Insights report from the report folder in
your internal org updates the Engagement Insights page in Community Management or Community Workspaces.

4. Share your Insights report folder with your community managers.

5. In Community Management or Community Workspaces, click Engagement > Settings to map Insights pages to your report folder.
When a community manager accesses Community Management or Community Workspaces, the Insights reports appear in the drop-down
menu on the mapped Engagement page.

Note: Some Insights are not available in Developer Edition or sandbox orgs.

SEE ALSO:
Create a Custom Report Type
Create a Report
Track Community Activity with Custom Reports
Share a Report or Dashboard Folder in Salesforce Classic
Create Custom Actions for Community Insights

Create Custom Actions for Community Insights

Do more with community Insights reports with custom actions. Say a spammer attacks your
EDITIONS
community. You can create and use a custom action to remove all the spammer’s posts and
comments with just one click. Custom Insights actions work with standard objects and custom Available in: Salesforce
objects. Classic (not available in all
When you click an Insights action in the report, behind the scenes a Visualforce page drives the orgs) and Lightning
action. The Visualforce page links to standard or custom objects using standard controllers or Experience
standard list controllers. Available in: Enterprise,
Here are the high-level steps of how to create a custom Insights action: Performance, Unlimited,
and Developer Editions
1. Create a Visualforce page.
There are a few options you can use:
USER PERMISSIONS
• Use a standard controller
Choose this option to create a Visualforce page that contains the same functionality and To create, edit, and set
logic used in standard Salesforce pages. For example, if you use the standard Accounts version settings for
Visualforce pages:
controller, clicking a Save button in a Visualforce page results in the same behavior as
• Customize Application
clicking Save on a standard Account edit page.
To edit custom Visualforce
• Use a standard list controller controllers:
Choose this option to create a Visualforce page that can display or act on a set of records. • Author Apex
Examples of existing Salesforce pages that work with a set of records include: list pages,
related lists, and mass action pages.

• Use a controller extension that uses Apex

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Set Up and Manage Salesforce Communities Create Custom Actions for Community Insights

Choose this option if you want to expose new functionality, customize the navigation through an application, use callouts or
Web services, or if you need finer control for how information is accessed for your page.

All options work with standard objects and custom objects.

For detailed information about these options, see the Visualforce Developer Guide.

2. Add your custom action to the Insights report.

Actions are displayed based on the data returned in the report. Make sure that you have a report that is currently returning the data
your action needs.
a. Open Community Workspaces or Community Management.
b. Navigate to the Insights report that you want to apply your new custom action to.
c. On the report, click and then add your custom action from the picklist.

3. Ensure that your users have the correct permissions to complete your custom action.
Depending on how you set up your custom action, after the action is executed, the user either stays on the Insights page or is redirected
to a page in your internal org. Unlike our standard Insights actions, users don’t receive the standard success or failure message for custom
actions.

Example: Here’s an example of a custom action to delete all activity from a community member. This custom action is great for
cleaning up the community after a spam attack.
Create a custom controller extension using an Apex class and use it in your Visualforce page. The following
DeleteAllActivityControllerExtension class is an example of a custom controller extension.

public with sharing class DeleteAllActivityControllerExtension {

private List<Id> ids;

private String retURL;
private Database.DeleteResult[] deleteResult = null;
private Map<String, String> resultMap;
private String success = 'success';
private String failure = 'failure';

public DeleteAllActivityControllerExtension(ApexPages.StandardController controller)

{
resultMap = new Map<String, String>();
/* The IDs you select on the Insights page are stored in a comma separated
string of IDs.
This string is passed in a parameter called "idsList" */
String idsList = ApexPages.currentPage().getParameters().get('idsList');
//The return URL to the Insights page is passed in a parameter called "retURL"

retURL = ApexPages.currentPage().getParameters().get('retURL');
ids = idsList.split(',');
}

public PageReference deleteAllActivity() {

deleteFeedPosts();
deleteFeedComments();
//Include these two lines of code to be redirected to the Insights page after
you click the action.
PageReference retPage = new PageReference(retURL);

523
Set Up and Manage Salesforce Communities Create Custom Actions for Community Insights

retPage.setRedirect(true);
Integer failureCount = calculateFailureCount();
Integer successCount = ids.size() - failureCount;
retPage.getParameters().put(success, String.valueOf(successCount));
retPage.getParameters().put(failure, String.valueOf(failureCount));
return retPage;
}

private void deleteFeedPosts() {

List<FeedItem> feedItems = [Select Id, CreatedById FROM FeedItem WHERE
CreatedById IN :ids];
deleteResult = Database.delete(feedItems, false);
//Update the resultMap with failures to calculate the failureCount
if(deleteResult != null) {
for(Integer i=0;i < deleteResult.size();i++) {
if (!deleteResult.get(i).isSuccess()) {
for(Database.Error error : deleteResult.get(i).getErrors()) {
resultMap.put(string.valueOf(feedItems.get(i).CreatedById),
failure);
}
}
}
}
}

private void deleteFeedComments() {

List<FeedComment> feedComments = [Select Id, CreatedById FROM FeedComment WHERE
CreatedById IN :ids];
deleteResult = Database.delete(feedComments, false);
//Update the resultMap with failures to calculate the failureCount
if(deleteResult != null) {
for(Integer i=0;i < deleteResult.size();i++) {
if (!deleteResult.get(i).isSuccess()) {
for(Database.Error error : deleteResult.get(i).getErrors()) {
resultMap.put(string.valueOf(feedComments.get(i).CreatedById),
failure);
}
}
}
}
}

private Integer calculateFailureCount() {

Integer failureCount = 0;
for (String result : resultMap.values()) {
if (failure == result) {
failureCount++;
}
}
return failureCount;
}

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Set Up and Manage Salesforce Communities Create Custom Actions for Community Insights

This code creates a Delete All Activity button in your Insights report. This button deletes all posts and comments for any selected
members. If you wanted to delete all private messages and files too, you could expand the code.

Note:
• This code example doesn’t include any permission checks. This custom action only works for admins.
• The IDs for the items you selected on the Insights report are passed to the Visualforce page using the idsList
parameter.

The following Visualforce markup shows how the custom controller extension can be used in a page:
<apex:page standardController="User"
extensions="DeleteAllActivityControllerExtension" action="{!deleteAllActivity}"
/>

SEE ALSO:
Salesforce Help: Visualforce Pages as Global Custom Actions
Visualforce Developer Guide: Standard Controllers
Visualforce Developer Guide: Standard List Controllers
Visualforce Developer Guide: Building a Controller Extension

525
Set Up and Manage Salesforce Communities View and Customize Engagement Insights for Your
Community

View and Customize Engagement Insights for Your Community

Use Engagement Insights in to monitor recent community activity and immediately take action.
EDITIONS
EngagementInsights help you manage day-to-day moderation tasks and keep up on adoption and
engagement in your community. Available in: Salesforce
Each Engagement Insights page includes multiple reports. You can access these reports using the Classic (not available in all
dropdown menu on the page. On the Engagement Insights page, links are automatically created orgs) and Lightning
for report fields such as Created By or Group Name. For posts, comments, and messages, Experience
you can even see the contents directly on the page. Available in: Enterprise,
Engagement Insights are powerful tools that you can use to perform mass-actions. For example, if Performance, Unlimited,
a spammer attacks your community, you can select all the offending posts and click Delete Post. and Developer Editions

Important: Some Engagement Insights actions require special permissions. If you can’t
perform an action, let your admin know. USER PERMISSIONS
1. Open Community Workspaces or Community Management. To view Engagement
2. Click Engagement or Moderation. Insights in Community
Workspaces or Community
Note: Your admin maps Engagement Insights pages. If the Engagement section isn’t Management:
visible or the Moderation section doesn’t include any Engagement Insights pages, your • Access Community
admin hasn’t mapped them yet. Management OR
Manage Communities
Pages with mapped report folders appear when you expand the sections. OR Create and Set Up
Communities
3. Click the Engagement Insights page you want to view.
AND
• To access other Engagement Insights reports, use the dropdown menu.
Is a member of the
community

To customize Engagement
Insights reports:
• Create and Customize
Reports

• Take action! Only the first two actions are displayed on the page. To see more actions, click
next to the displayed actions. You can select up to 100 rows at a time.
• To filter the report by relative and custom date ranges, use the dropdown date filter. Select one of the following relative date
ranges: All Time, This Week, This Month, Last Month, Today, Yesterday, Last 7 Days, and Last 30 Days. You can also enter your
own custom date range.
• To sort the report by a specific column, click the column heading. An arrow on the column indicates whether the report is sorted
by ascending or descending order.
• To edit or customize the report, click to open the report in your internal org. From there you can customize the report to fit
your community needs, such as adding or removing columns and updating the report filters.
Be sure not to filter the report by Network ID to ensure that the report dynamically displays data for the community you view it
from. Adding a Network ID filter causes the report to only show data for the community with that Network ID, regardless of
which community you view it in.

• To edit the actions assigned to a page, click to open the Edit Engagement Insights Actions page.
Actions that appear on the Engagement Insights report are displayed based on the data returned in the report. For example, if
the report returns data about a user, the Freeze Member and Unfreeze Member actions are displayed. If the report stops

526
Set Up and Manage Salesforce Communities Community Moderation Strategies and Tools

returning data, actions aren’t removed. However, when you go to update the actions, we let you know that some are no longer
appropriate.
Each Engagement Insights report can have its own actions. You can edit these actions at any time, but keep in mind that an
Engagement Insights report must have at least one action. Actions displayed in the picklist on the Edit Engagement Insights
Actions page are all the available and appropriate actions for your report, including custom actions.

Engagement Insights reports for your community are automatically refreshed when you access them. You can also force an update.

SEE ALSO:
Create Custom Actions for Community Insights
What’s the difference between Engagement Insights and dashboards?

Community Moderation Strategies and Tools

Community moderation allows you to empower members of your community to monitor content
EDITIONS
and ensure that it’s appropriate and relevant. Set up rules to automate moderation and do the
heavy lifting for you. Available in: Salesforce
Moderation is crucial for a community to thrive. You need active moderators who are willing to Classic (not available in all
spend time ensuring that the members and content in your community are appropriate and helpful. orgs) and Lightning
It’s also critical to empower members to speak up when they view something as inappropriate or Experience
offensive. Available in: Enterprise,
With Communities moderation, you can: Performance, Unlimited,
and Developer Editions
• Designate specific users as moderators so that they can closely monitor the community
• Allow members to flag posts, comments, files, and messages that are inappropriate or spam
• Allow moderators to review and act on flagged items, such as deleting a post, comment, or file
• Allow group owners and managers to moderate within their groups
• Create rules and criteria to automatically block, flag, replace keywords in member-generated content, such as posts or comments
• Create rules to review and approve content from specific members
• Track flagging and moderation activity within your community
To limit the size and types of files allowed in your community, go to Administration > Preferences.
To report on moderation activity in your communities, you can use the preconfigured Audit Trail Insights report provided in Salesforce
Communities Management package. You can also query the flagged content or activity using the API, or create a custom report type
using Networks as the primary object. For more information about the Salesforce Communities Management package, see Report
on Communities with the AppExchange Packages for Community Management.

Note: Changes to a feed item’s status are not included in the Audit Trail Insights report.

If you want to create custom advanced moderation logic for your community, you can create triggers that flag content. Custom triggers
run behind the scenes and don’t require you to allow your members to flag content.
If your org is using Transaction Security, community moderation offers some of the same functionality. Transaction Security and
communities moderation can be used at the same time.

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Set Up and Manage Salesforce Communities Community Moderation Strategies and Tools

IN THIS SECTION:
Track Community Activity with the Moderation Overview Page
Moderation Insights are arranged in clickable tiles in the Moderation Overview page of Community Management and Community
Workspaces. View the entire picture of your community’s moderation activity at a glance and take action on day-to-day moderation
tasks.
Enable Members to Flag Items in Your Community
Turn on flagging for your community to empower members to flag posts, comments, files, and messages that they deem inappropriate.
Community Moderation Criteria
Create criteria that define keywords or groups of members. Criteria are used in rules to moderate member-generated content, such
as posts and comments.
Community Moderation Rules
Create and modify rules for your community to moderate member-generated content. Each rule specifies the member-generated
content the rule applies to, the criteria to enforce the rule on, and the moderation action to take. Moderation rules help protect your
community from spammers, bots, and offensive or inappropriate content.
Review and Approve Posts and Comments in Your Community
Premoderation rules to review and approve content ensure that non-compliant and inappropriate content isn’t immediately visible
to everyone in your community. Posts and comments pending review aren’t displayed in the community feed; only the author and
community moderators can see pending posts and comments in the feed. An author can see a pending comment on a pending
post only if the author posted both. After you set up the rules, moderators can approve content directly in the community feed, in
Community Workspaces, or in Community Management.
Moderate Flagged Posts and Comments in Your Community
Community moderators can review a list of posts and comments that members of the community have flagged as inappropriate
and act on them. Group owners or group managers, can view flags and act on items in their groups.
Moderate Flagged Discussions in Your Community
Community moderators can delete and unflag posts and comments from discussions, and freeze or communicate with the author
of those posts, all from one place.
Moderate Flagged Files in Your Community
Community moderators can review a list of files that members of the community have flagged as inappropriate or spam and take
action. Group owners or group managers can view flags and take action on files in their groups.
Moderate Flagged Direct Messages in Your Community
Community members can flag messages in communities built using the Customer Service (Napili) template. Community moderators
can review and act on a list of direct messages that members of the community have flagged as inappropriate or spam.
Moderate Flagged Private Messages in Your Community
Community moderators can review and act on a list of Chatter messages that members of the community have flagged as inappropriate
or as spam.
Set Up Apex Triggers for Flagging Items
Use triggers to create custom advanced moderation logic that automatically flags items in your community.
Community Pulse
Community Pulse displays metrics at the top of Workspaces. Click a metric to open the corresponding report or dashboard for more
information or to take action. Customize the displayed metrics or create new ones to meet your needs.

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Set Up and Manage Salesforce Communities Track Community Activity with the Moderation Overview Page

Communities Moderation Limits and Limitations

Community moderation limits ensure that your community performs optimally.

SEE ALSO:
Assign a Community Moderator
Assign a Community Manager
Limit Files in Your Community

Track Community Activity with the Moderation Overview Page

Moderation Insights are arranged in clickable tiles in the Moderation Overview page of Community
EDITIONS
Management and Community Workspaces. View the entire picture of your community’s moderation
activity at a glance and take action on day-to-day moderation tasks. Available in: Salesforce
Example: To view all flagged posts and comments, click Flagged Discussions and go Classic (not available in all
orgs) and Lightning
directly to the Flagged Discussions queue. You can approve or delete flagged posts and
Experience
comments in bulk, directly from the queue.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

Tip: Let us do the setup work for you! Get out-of-the-box Engagement Insights in the Salesforce Communities Management
package available for download from the AppExchange. To use the preconfigured Engagement Insights, your community must
use Chatter.
Insight reports provided in the package are 100% customizable. You can change the default Insights page names, report folder
mappings, and even the Insights report columns and filters at any time. So don’t be afraid to customize or change what you get
in the package. You won’t hurt our feelings.

529
Set Up and Manage Salesforce Communities Enable Members to Flag Items in Your Community

Enable Members to Flag Items in Your Community

Turn on flagging for your community to empower members to flag posts, comments, files, and
EDITIONS
messages that they deem inappropriate.
Community moderation must be enabled for your organization before you can allow members to Available in: Salesforce
flag content in the user interface. If you don’t see the option to allow flagged content, contact your Classic (not available in all
administrator. orgs) and Lightning
Experience
This setting isn’t required to flag or moderate items using the API.
Once an item is flagged, your community moderator can review it and take action. Remember that Available in: Enterprise,
Performance, Unlimited,
moderators can continue to flag items even if flagging is disabled for community members.
and Developer Editions
1. Open Community Workspaces or Community Management.
2. Click Administration > Preferences, then select Allow members to flag content. USER PERMISSIONS
3. Click Save.
To enable community user
With this setting enabled in a community: flagging (allow community
• Members can flag posts, comments, and files using the Flag as inappropriate option. members to flag items):
• Create and Set Up
• Members can flag messages from within the community on their My Messages page in Chatter. Communities
If a member has turned on email notification for messages, they can also flag the message
AND
directly from their email. Members can only flag messages that are sent from communities they
are members of. Is a member of the
community
Note: Messages can’t be flagged in partner or customer portals, your internal organization,
or from the Salesforce app.

• Group owners and managers can moderate groups they own or manage.
If you want to create custom advanced moderation logic for your community, you can create triggers that flag content. Custom triggers
run behind the scenes and don’t require you to allow your members to flag content.

SEE ALSO:
Assign a Community Moderator

Community Moderation Criteria

Create criteria that define keywords or groups of members. Criteria are used in rules to moderate
EDITIONS
member-generated content, such as posts and comments.
Plan Your Use-Cases Available in: Salesforce
Before creating your member criteria, think about what you want to do. Classic (not available in all
orgs) and Lightning
• Do you want to protect your community from bots and spammers? Most spammers attack
Experience
shortly after they’ve joined. Set up member criteria based on a user’s creation date.
• Do you want to review members’ first posts? Set up member criteria that targets users Available in: Enterprise,
without community contributions. Performance, Unlimited,
and Developer Editions
• Do you want to moderate your internal users’ activity in your community? Set up member
criteria to include only your internal users.
• Do you want to be notified when a partner contributes for the first time? Set up member criteria to include only your partner
users that don’t have community contributions.

530
Set Up and Manage Salesforce Communities Community Moderation Criteria

Before creating content criteria, think about what you want to moderate.
• Do you want to moderate profanities and slang? Set up separate keyword lists for each group of related words.
• Do you want to replace competitor product names with asterisks? Create a keyword list just for your competitor products.
• Do you want to monitor content for HIPAA compliance? Create a keyword list that alerts of possible HIPAA violations.

IN THIS SECTION:
Create Content Criteria to Moderate Your Community
Create and modify content criteria that define offensive language or inappropriate content that you don’t want in your community.
Content criteria are used in rules to moderate member-generated content, such as posts and comments.
Create Member Criteria to Moderate Your Community
Create and modify member criteria to use in community moderation rules. Target specific groups of members based on their user
profile, user type, user creation date, or whether they've posted or previously commented in the community. Use member criteria
in your rules to help pin-point specific use-cases, like reviewing posts only from your customer users who were created in the last 7
days.

Create Content Criteria to Moderate Your Community

Create and modify content criteria that define offensive language or inappropriate content that
EDITIONS
you don’t want in your community. Content criteria are used in rules to moderate member-generated
content, such as posts and comments. Available in: Salesforce
You can also use the Metadata API or Tooling API to set up keyword lists. Classic (not available in all
orgs) and Lightning
Some things to keep in mind:
Experience
• Your org can have up to 30 keyword list criteria. This limit is per org, not per community.
Available in: Enterprise,
• A keyword list can have up to 2,000 keywords. Performance, Unlimited,
• Capitalization and trailing punctuation are ignored when matching your keywords to and Developer Editions
user-generated content. For example, if your criteria includes BadWord, it’s matched when
a user types BADWORD or badword.
USER PERMISSIONS
Set up content criteria to use in your moderation rules:
To view, create, edit, and
1. Open Community Workspaces or Community Management.
delete criteria:
2. If you’re using Community Workspaces, access Moderation by clicking Moderation > Content • Manage Communities
Criteria > New. If you’re using Community Management, access Moderation by clicking OR Create and Set Up
ModerationContent Criteria. Communities

3. Enter a name, unique name, and description for your criteria. AND
Is a member of the
4. Click Save.
community
5. Update the keywords in your criteria.
To add keywords, click Add.
• Keywords can only be up to 100 characters and can include letters, numbers, spaces, and special characters.
• Wildcard characters aren’t supported.
• Separate keywords with commas or line breaks.
• When adding keywords, you can copy and paste up to 32,000 characters at a time.

531
Set Up and Manage Salesforce Communities Community Moderation Criteria

Tip: To cover different variations of the same word, you can use special characters and spaces. For example:
bad-word
b@dword
b a d w o r d

To delete keywords, select the keywords you want to remove, then click Delete.
A message indicates how many keywords were added or failed to add, and the number of duplicates that were ignored. If your
entire entry failed to save, review the keyword requirements and then submit again. Don’t worry about adding duplicates because
they’re ignored.

To delete criteria, click Del from the Content Criteria page. If criteria is being used by a rule, you can’t delete it.

Create Member Criteria to Moderate Your Community

Create and modify member criteria to use in community moderation rules. Target specific groups
EDITIONS
of members based on their user profile, user type, user creation date, or whether they've posted or
previously commented in the community. Use member criteria in your rules to help pin-point Available in: Salesforce
specific use-cases, like reviewing posts only from your customer users who were created in the last Classic (not available in all
7 days. orgs) and Lightning
Some things to keep in mind: Experience

• Your org can have up to 100 member criteria. This limit is per org, not per community. Available in: Enterprise,
• Each member criteria can include up to 100 user conditions. Performance, Unlimited,
and Developer Editions
You can create criteria that includes only user types and user profiles, or just filters. Or if you want
it all, your criteria can include user types, user profiles, and filters. Let’s get started.
USER PERMISSIONS
1. Open Community Workspaces or Community Management.
2. Click ModerationMember Criteria, then click New. To view, create, edit, and
delete criteria:
3. Enter a name, unique name, and description for your criteria. • Manage Communities
4. Select the types of user types or user profiles to include in your criteria. OR Create and Set Up
Communities
You can select any combination of types and profiles. Members are included when they belong
to any one of your selections. AND
Is a member of the
If you delete a profile in your internal org, the profile is also removed from your member criteria.
community
5. Select to filter your members by:
• None—Select this option if you don’t want to filter the criteria using the other options.
None is the default selection.
• User creation date—Select this option to include only users that were created within a specific time frame. Enter the
number of days since the user was created.

Note: A user’s creation date might not be the same date they became a member of the community. For example, you
can have an internal user that was created 120 days ago who became a member of the community 5 days ago. For users
that self-register, their creation date is the date they become a member of the community.

• Members without community contributions—Select this option to include only members that haven’t posted
or commented in the community. Posts that are pending review don’t count as community contributions until they are approved.

532
Set Up and Manage Salesforce Communities Community Moderation Rules

If you selected user types or user profiles, and you also select filter conditions, members are included only if they belong to one of
the selected user types or profiles and the filter condition.

6. Click Save to apply your changes.

Example: Let’s look at the following conditions:

User Types: Partner
User Profiles: Customer Community Plus Login User, Customer Community Plus User, and Customer Community User
Filter By: User creation date is set to 7 days since the user was created
This member criteria applies to:
• Partner users created in the last 7 days
• Customer Community Plus Login User created in the last 7 days
• Customer Community Plus User created in the last 7 days
• Customer Community User created in the last 7 days
You can use this member criteria in a rule to:
• Review and approve their posts
• Be notified of their contributions
• Flag all their contributions

To delete criteria, click Del from the Member Criteria page. If criteria is being used by a rule, you can’t delete it.

Community Moderation Rules

Create and modify rules for your community to moderate member-generated content. Each rule
EDITIONS
specifies the member-generated content the rule applies to, the criteria to enforce the rule on, and
the moderation action to take. Moderation rules help protect your community from spammers, Available in: Salesforce
bots, and offensive or inappropriate content. Classic (not available in all
orgs) and Lightning
IN THIS SECTION: Experience

Customize Preconfigured Moderation Rules Available in: Enterprise,

If your community was created after Spring ‘17, your community comes populated with Performance, Unlimited,
preconfigured moderation rules that block, flag, freeze, replace or review banned keywords. and Developer Editions
Simply activate the rules and they are ready to go. You can customize both the rules and the
list of banned keywords.
Create Content Rules to Moderate Your Community
Create and modify rules for your community to moderate member-generated content. Content rules protect your community from
offensive language and inappropriate content created by spammers or malicious members. You can create content rules that block,
replace, flag, or allow you to review and approve member-generated content.
Create Rate Limit Rules to Moderate Your Community
Create and modify rate rules to monitor and limit how frequently member-generated content is created in your community. Rate
rules protect your community against spammers and bots that attack your community by posting the same message multiple times
in a row. You can create rate rules to notify your moderators of suspicious spammer-like behavior or freeze a member on the spot.

533
Set Up and Manage Salesforce Communities Community Moderation Rules

How and when do community moderation rules execute?

Rules that block content run first, followed by rules to review and approve content, then rules that replace content, and last by rules
that flag content.
Enable Record Feed Moderation
Run moderation rules on comments or posts on any record feed that is visible from within a community. Record feed moderation
ensures that member posts or comments stay within the guidelines of the community.

Customize Preconfigured Moderation Rules

If your community was created after Spring ‘17, your community comes populated with
EDITIONS
preconfigured moderation rules that block, flag, freeze, replace or review banned keywords. Simply
activate the rules and they are ready to go. You can customize both the rules and the list of banned Available in: Salesforce
keywords. Classic (not available in all
• Your org can have up to 30 rules. This limit is per org, not per community. This limit includes orgs) and Lightning
both content rules and rate rules. Experience
• Each content rule can have up to 3 keyword criteria and 10 member criteria. Available in: Enterprise,
• Rules that block content run first, followed by rules to review and approve content, then rules Performance, Unlimited,
that replace content, and last the rules that flag content. If two or more rules perform the same and Developer Editions
action, the oldest rule runs first, based on the date the rule was created. Rules to replace content
don’t run when the content also applies to a review rule—we want community managers to USER PERMISSIONS
review the original content.
• Moderation rules apply only to feed posts, comments, and polls. Moderation rules do not apply To view, create, edit, and
delete rules:
to topics that are created.
• Manage Communities
1. Open Community Workspaces or Community Management.. OR Create and Set Up
2. Click Moderation > Rules > Moderation Rule, then click Edit next to the rule that you want Communities
to modify. AND

3. If the rule meets your requirements, simply click Activate. Or you can customize the following Is a member of the
community
fields:
• Name—Change the name of your rule.
• Unique Name—Enter a unique name for your rule. The unique name used by the API.
• Description—Optionally, change the description.
• Activate Rule—Select to activate rule.
• Applies To—Specify which types of member-generated content this rule applies to. Posts and comments only apply to content
created in groups and user profiles. All feed types, such as polls and links, are supported.
• Moderation Action—Change what you want to happen when the criteria is matched.
– Block prevents the content from being published.
– Review allows users with the “Can Approve Feed Post and Comment” permission to approve the content before it’s published.
– Replace publishes the content with the keywords replaced as asterisks. For example, BadWord becomes *******.
– Flag publishes the content and then automatically flags the content as inappropriate.

• Message for Member—Change the existing pop-up message that your member sees when their content is blocked. If you
don’t specify a message, the member sees the standard message: “You can’t use %BLOCKED_KEYWORD% or other inappropriate
words in this community. Review your content and try again.” The %BLOCKED_KEYWORD% variable displays up to 5 blocked
words. You can also use this variable in your own custom message.

534
Set Up and Manage Salesforce Communities Community Moderation Rules

Tip: For international communities, you can translate this message. From Setup, enter Translate in the Quick Find
box, then select Translate. To provide a translation for the message, select the Moderation Rule setup component and
expand the community the rule belongs to.

• Member Criteria—Specify member criteria to enforce this rule. Ask yourself, who should this rule apply to?
• Content Criteria—Specify the content criteria to enforce this rule. Ask yourself, what specific keywords should this rule apply
to? A list of banned keywords has been created for you and is preselected for the rule. You can add or remove terms from the
list by clicking Content Criteriaand clicking Banned Keywords.

4. Click Save.
A few things to bear in mind:
• If you activate a content rule without specifying member criteria, the rule applies to all members.
• If you activate a content rule without specifying content criteria, the rule either:
– Prevents members from creating posts and comments entirely
– Sends all posts for review
– Flags all posts and comments

• If you select member criteria and content criteria, the rule applies only when both criteria are met.
• Specifying criteria is optional. However, we recommend that you include criteria in your rules to target specific members and content.

Create Content Rules to Moderate Your Community

Create and modify rules for your community to moderate member-generated content. Content
EDITIONS
rules protect your community from offensive language and inappropriate content created by
spammers or malicious members. You can create content rules that block, replace, flag, or allow Available in: Salesforce
you to review and approve member-generated content. Classic (not available in all
If your community uses the Customer Service template, moderation rules apply to questions and orgs) and Lightning
group posts created by your community members. If you community uses Salesforce Tabs + Experience
Visualforce, moderation rules can also run on publisher actions. Available in: Enterprise,
You can also use the Metadata API or Tooling API to set up content rules. Performance, Unlimited,
and Developer Editions
Some things to keep in mind:
• Your org can have up to 30 rules. This limit is per org, not per community. This limit includes
both content rules and rate rules. USER PERMISSIONS
• Each content rule can have up to 3 keyword criteria and 10 member criteria. To view, create, edit, and
• Rules that block content run first, followed by rules to review and approve content, then rules delete rules:
that replace content, and last by rules that flag content. If two or more rules perform the same • Manage Communities
action, the oldest rule runs first, based on the date the rule was created. Rules to replace content OR Create and Set Up
Communities
don’t run when the content also applies to a review rule—we want community managers to
review the original content. AND
Is a member of the
Tip: Before creating a rule, we recommend that you create criteria to use in the rule. community
1. Open Community Workspaces or Community Management.
2. Click ModerationRules, then click New and select Content Rule.
3. Complete the following fields:
• Name—Enter a name for your rule.

535
Set Up and Manage Salesforce Communities Community Moderation Rules

• Unique Name—Enter a unique name for your rule. The unique name used by the API.
• Description—Optionally, enter a description.
• Activate Rule—If selected, the rule is activated.
• Applies To—Specify which types of member-generated content this rule applies to. Posts and comments only apply to
content created in groups and user profiles. All feed types, such as polls and links, are supported.
• Moderation Action—Specify what you want to happen when the criteria is matched.
– Block prevents the content from being published.
– Review allows users with the “Can Approve Feed Post and Comment” permission to approve the content before it’s
published.
– Replace publishes the content with the keywords replaced as asterisks. For example, BadWord becomes *******.
– Flag publishes the content and then automatically flags the content as inappropriate.

• Message for Member—Specify the message that your member sees when their content is blocked. If you don’t specify
a message, the member sees the standard message: “You can’t use %BLOCKED_KEYWORD% or other inappropriate words in
this community. Review your content and try again.” The %BLOCKED_KEYWORD% variable displays up to 5 blocked words.
You can also use this variable in your own custom message.

Tip: For international communities, you can translate this message. From Setup, enter Translate in the Quick Find
box, then select Translate. To provide a translation for the message, select the Moderation Rule setup component and
expand the community the rule belongs to.

• Member Criteria—Specify member criteria to enforce this rule. Ask yourself, who should this rule apply to?
• Content Criteria—Specify the content criteria to enforce this rule. Ask yourself, what specific keywords should this rule
apply to?

Important: Keep the following things in mind:

• If you activate a content rule without specifying member criteria, the rule applies to all members.
• If you activate a content rule without specifying content criteria, the rule either:
– Prevents members from creating posts and comments entirely
– Sends all posts for review
– Flags all posts and comments
Yikes! Be careful.
• If you select member criteria and content criteria, the rule applies only when both criteria are met.
• Specifying criteria is optional. However, we recommend that you include criteria in your rules to target specific members
and content.

4. Click Save.

SEE ALSO:
Translate Terms
Create Content Criteria to Moderate Your Community
Create Member Criteria to Moderate Your Community

536
Set Up and Manage Salesforce Communities Community Moderation Rules

Create Rate Limit Rules to Moderate Your Community

Create and modify rate rules to monitor and limit how frequently member-generated content is
EDITIONS
created in your community. Rate rules protect your community against spammers and bots that
attack your community by posting the same message multiple times in a row. You can create rate Available in: Salesforce
rules to notify your moderators of suspicious spammer-like behavior or freeze a member on the Classic (not available in all
spot. orgs) and Lightning
Each rate rule controls two actions: notification and freeze. You can set up your rate rule for both Experience
actions or just one. You can apply the rule to: posts, comments, files, and private messages. In Available in: Enterprise,
communities that use the Customer Service template, this includes questions and answers. Performance, Unlimited,
Some things to keep in mind: and Developer Editions

• Your org can have up to 30 rules. This limit is per org, not per community. This limit includes
both content rules and rate rules. USER PERMISSIONS
• Each rate rule can have up to 10 member criteria.
To view, create, edit, and
Tip: Before creating a rule, we recommend that you create member criteria to use in the delete rules:
rule. • Manage Communities
OR Create and Set Up
1. Open Community Workspaces or Community Management. Communities
2. Click ModerationModerationRules, then click New and select Rate Rule. AND
3. Complete the following fields: Is a member of the
community
• Name—Enter a name for your rule.
• Unique Name—Enter a unique name for your rule. The unique name used by the API.
• Description—Optionally, enter a description.
• Activate Rule—If selected, the rule is activated.
• Applies To—Specify which types of member-generated content this rule applies to. Posts and comments only apply to
content created in groups and user profiles.
• Member Criteria—Specify the member criteria to enforce this rule. Ask yourself, who do I want this rule to apply to?
Spammers are typically new members. We recommend creating member criteria that only includes customer users that were
created in the last 7 days.

Note:
– Rate rules don’t apply to internal users. You can use member criteria that includes internal users, but the rules don’t
apply to them.
– If you activate a rate rule without specifying member criteria, the rule applies to all external users.

• Content Creation Time Frame—Select the time frame you want to use.
• Notify Moderators—Enter a number. Moderators are sent an email when a member creates this much content in your
set time frame.
• Freeze Members—Enter a number. Members are frozen when they create this much content in your set time frame.

Important: When members are frozen, they’re frozen in all communities that they’re a member of.

Emails are sent to users with the “Moderate Community Users” permission. Make sure that you assign your moderators this permission.
Emails are sent even if a user has turned off Chatter emails.

4. Click Save to apply your changes.

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Set Up and Manage Salesforce Communities Community Moderation Rules

Example: Let’s use the following rate rule as an example.

Applies To: Posts and private messages
Member Criteria: Customer users created in the past 7 days
Content Creation Time Frame: 3 minutes
Notify Moderators: 6
Freeze Members: 10
With this rate rule, here’s what happens when a member reaches your limits.

In the span of 3 minutes, a member creates... Is the moderator notified? Is the member frozen?
4 posts and 2 private messages

6 posts

6 comments

8 posts and 2 private messages

10 posts

10 comments

A rate rule with these values protects the community from spammers and bots but also allows you to help your new members.
Maybe a non-threatening member posted a question over and over hoping to get it answered faster. Rate rules do more than
protect—they let you help members in need.
Here’s a rule set up just for private messages.
Applies To: Private messages
Member Criteria: Customer users created in the past 3 days
Content Creation Time Frame: 15 minutes
Notify Moderators: 1
Freeze Members: 3
This rate rule protects the community from spammers that attack via private messages.

My rate rule didn’t do anything. What’s going on?

Give it time. Rate limit rules might not seem exact, but they are. Trust us. For example, say you set up a rate rule to freeze members
when they create content 10 times in 3 minutes. It’s possible for a member to create 9 items towards the end of the first 3-minute
time frame. In this case, the member isn’t frozen until they post another 10 items in the second 3-minute time frame.
Check the member criteria you’re using. For example, let's say you have a rate rule that uses member criteria to filter for members
without community contributions. After a members first post or comment, the rule doesn’t apply to the member anymore, so the
member doesn’t reach the freeze limit you set.

SEE ALSO:
Create Member Criteria to Moderate Your Community

538
Set Up and Manage Salesforce Communities Community Moderation Rules

How and when do community moderation rules execute?

Rules that block content run first, followed by rules to review and approve content, then rules that replace content, and last by rules that
flag content.
If two or more rules perform the same action, the oldest rule runs first, based on the date the rule was created. Rules to replace content
don’t run when the content also applies to a review rule—we want community managers to review the original content. On the server,
Salesforce executes community rules within the standard order of execution.
Rules that block content execute during system validation. Rules that block content ignore changes made by before triggers. For
example, if a before trigger changes a feed post, a moderation rule that blocks content isn't aware of the changed content and
executes on the original content.
Rules to review and approve content execute before database saves. These rules execute before rules that replace content.
Rules that replace content execute before database saves.
Rules that flag content execute after workflow rules.

SEE ALSO:
Apex Developer Guide: Triggers and Order of Execution

Enable Record Feed Moderation

Run moderation rules on comments or posts on any record feed that is visible from within a
EDITIONS
community. Record feed moderation ensures that member posts or comments stay within the
guidelines of the community. Available in: Salesforce
Members can post or comment on any record types that have a feed. The moderation rules Classic (not available in all
configured for your community catch any posts or comments that don’t meet the rules’ criteria. orgs) and Lightning
Flags on a record feed are only visible from within the community that flags them. You can also Experience
turn off moderation rules for internal users so that their feed activity isn’t flagged. Available in: Enterprise,
1. Enter Communities Settings in the Quick Find / Search bar. Performance, Unlimited,
and Developer Editions
2. Click the box next to Moderation applies to all feed posts regardless of where they are
visible.
3. Click Save. USER PERMISSIONS

To view, create, edit, and

delete rules:
• Create and Set Up
Communities
AND
Is a member of the
community

539
Set Up and Manage Salesforce Communities Community Moderation Rules

Example: Enable Record Feed Moderation from Communities

Settings

540
Set Up and Manage Salesforce Communities Review and Approve Posts and Comments in Your
Community

Review and Approve Posts and Comments in Your Community

Premoderation rules to review and approve content ensure that non-compliant and inappropriate
EDITIONS
content isn’t immediately visible to everyone in your community. Posts and comments pending
review aren’t displayed in the community feed; only the author and community moderators can Available in: Salesforce
see pending posts and comments in the feed. An author can see a pending comment on a pending Classic (not available in all
post only if the author posted both. After you set up the rules, moderators can approve content orgs) and Lightning
directly in the community feed, in Community Workspaces, or in Community Management. Experience
Note: The “Can Approve Feed Post and Comment” permission applies not only to Available in: Enterprise,
moderation but also to any Chatter feed a user can access. In other words, an assigned Performance, Unlimited,
user can edit or delete any post or comment. They can take these actions whether in and Developer Editions
a community or their internal Salesforce org, in any feed they have access to.
To set up a moderation rule to review and approve posts and comments, go to USER PERMISSIONS
ModerationRules and create a content rule that uses the Review action. Here are some
ways that you can use rules to review content: To approve, delete, or edit
posts and comments that
Self-Service Community are pending review:
Does your community allow members to self-register? You can set up a rule to review
and approve questions from all your self-registering users. Use member criteria that Note: An author can
see a pending
includes only your guest user profile and filters for members who were created in the
comment on a
past seven days. pending post only if
Have spammers ever attacked your community? Use member criteria that includes only the author posted
your guest user profile and filters for members that have never contributed to the both.
community. • Can Approve Feed Post
and Comment
Partner Community
Want to ensure that your partners aren’t discussing a recent acquisition or other sensitive To approve, delete, or edit
posts and comments that
transactions? You can set up a rule to review posts and comments that include keywords
are pending review in
such as “acquisition” or “merger.” Community Workspaces or
Employee Community Community Management:
Does your community require HIPAA compliance? Set up your rules to review posts and • Can Approve Feed Post
comments from all your employees. and Comment
AND
Note: Users must have Manage Communities or Create and Set Up
Access Community
Communitiespermissions to create moderation rules.
Management OR
Pending Review is displayed in the header of the post or comment until it’s approved. Manage Communities
Remember that while a post or comment is pending approval, the author can still edit or OR Create and Set Up
delete it, however they can’t comment on it. An author can see a pending comment on a Communities
pending post only if the author posted both. To prevent the author from editing the post or AND
comment, you can disable feed post editing for certain users. Is a member of the
There are two ways to review and approve posts and comments in your community: community

• Use a preconfigured Insights report in Community Workspaces or Community

Management.
Use the Pending Insights report provided in the Salesforce Communities Management package. This report lets you see all the posts
and comments that are pending review in your community. The Insights report displays the contents of posts and comments so
you can quickly assess whether that content is spam or harmless. You can then approve or delete the item directly from the report.
You can also perform mass-action and approve multiple items at once.

541
Set Up and Manage Salesforce Communities Moderate Flagged Posts and Comments in Your Community

To get this report, install the Salesforce Communities Management package from the AppExchange. For more information, see
Report on Communities with the AppExchange Packages for Community Management.

• Approve posts and comments directly in the community feed.

In the community feed, users with the “Can Approve Feed Post and Comment” permission see an extra action in the post or comment
drop-down menu. If the item is inappropriate, they can delete it. If it has a typo, they can edit it.

After the item is approved, the author receives an email letting them know the item is approved and providing a link to it. Email
notifications, such as @mentions notifications, are sent only after the item is approved.

SEE ALSO:
Create Content Rules to Moderate Your Community
Feed Post and Comments Editing Overview

Moderate Flagged Posts and Comments in Your Community

Community moderators can review a list of posts and comments that members of the community
EDITIONS
have flagged as inappropriate and act on them. Group owners or group managers, can view flags
and act on items in their groups. Available in: Salesforce
Flagged posts and comments have a small orange flag next to the post or comment date. The Classic (not available in all
number next to the flag indicates how many people have flagged the item. The moderator can orgs) and Lightning
review each item and act on it. Experience

A few things to keep in mind: Available in: Enterprise,

Performance, Unlimited,
• Moderators can only view and act on items they have access to.
and Developer Editions
• Within a community group, group owners or managers can moderate items in their groups,
including viewing or removing flags and deleting posts, comments, or files.
USER PERMISSIONS
• If Allow members to flag content is disabled in a community, only moderators
can flag items and view flagged items. To view flagged items,
There are a few ways you can moderate flagged posts and comments: remove flags, and delete
posts or comments:
• View flagged posts and comments from the Moderation Overview Home App in the Flagged • Moderate Communities
Discussions queue on page 544. Feeds
• Use a preconfigured Insights report in Community Management. To moderate posts and
If you have not enabled Community Workspaces, use the Flagged Comments and Flagged comments in Community
Discussions reports provided in the Salesforce Communities Management package. These Workspaces or Community
Management:
reports let you quickly manage your community’s flagged posts and comments. You can see
• Access Community
the content of the post or comment and then remove the flag or delete it. You can also select
Management
multiple items at once. ORModerate
• Use the flagged feed in Chatter. Communities Feeds

If you’re using a Salesforce Tabs + Visualforce community, you can see a list of flagged posts AND
and comments using the Chatter menu in your community. The Allow members to Manage Communities
flag content preference must be enabled to see the Flagged feed. OR Create and Set Up
Communities
AND
Is a member of the
community

542
Set Up and Manage Salesforce Communities Moderate Flagged Posts and Comments in Your Community

• Moderate using a custom list. You can expose a list of flagged posts and comments using the Chatter REST API or ConnectApi in
Apex.
• Click the link to the post or comment from the notification email.
• Moderate directly within context of the community by removing flags or deleting content in the feed.

Tip: To receive an email each time an item in your community is flagged, select the Flags an item as inappropriate checkbox
on your Email Settings page.

SEE ALSO:
Chatter REST API Developer Guide
Apex Developer Guide

543
Set Up and Manage Salesforce Communities Moderate Flagged Discussions in Your Community

Moderate Flagged Discussions in Your Community

Community moderators can delete and unflag posts and comments from discussions, and freeze
EDITIONS
or communicate with the author of those posts, all from one place.
Moderators can view an entire discussion in context (including all comments related to a post) and Available in: Salesforce
sort by the newest discussions or the oldest. Click View Discussion to open a discussion thread. Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To view flagged items,

remove flags, and delete
posts or comments:
• Moderate Communities
Feeds
To moderate posts and
comments in Community
Workspaces or Community
Management:
Click a post or comment or select View Flag Details to see how a post or comment has been • Access Community
flagged and who flagged it. Management
ORModerate
Communities Feeds
AND
Manage Communities
OR Create and Set Up
Communities
AND
Is a member of the
community

Want to know more about the author of a flagged post? We’ve got you covered. You can see which authors have a history of flagged
posts and how many times a moderator has deleted their posts. If necessary, freeze the author and send them a message from the same
page.

544
Set Up and Manage Salesforce Communities Moderate Flagged Discussions in Your Community

A few things to keep in mind:

• The Flagged Discussions queue is available only in organizations that have enabled Community Workspaces on page 19.
• Moderators can only view and act on items they have access to.
• Within a community group, group owners or managers can moderate items in their groups, including viewing or removing flags
and deleting posts, comments, or files.
• If Allow members to flag content is disabled in a community, only moderators can flag items and view flagged items.
Want to see what’s going on in your community overall? Install the Salesforce Communities Management package from the AppExchange.
For more information, see Report on Communities with the AppExchange Packages for Community Management.

545
Set Up and Manage Salesforce Communities Moderate Flagged Files in Your Community

Moderate Flagged Files in Your Community

Community moderators can review a list of files that members of the community have flagged as
EDITIONS
inappropriate or spam and take action. Group owners or group managers can view flags and take
action on files in their groups. Available in: Salesforce
Members of your community may post files that aren’t appropriate because they contain sensitive Classic (not available in all
information or offensive content. Other members of the community can flag these files for review. orgs) and Lightning
Flagged files have a small orange flag. The number next to the flag indicates how many people Experience
have flagged the item. Available in: Enterprise,
A few things to keep in mind: Performance, Unlimited,
and Developer Editions
• Moderators can only view and act on items they have access to.
• Within a group in a community, group owners and managers can review and remove flags on
files in the groups they own and manage if Allow members to flag content is USER PERMISSIONS
enabled for their community.
To view the file detail page,
• If Allow members to flag content is disabled in a community, only moderators remove flags, and delete
can flag items and view flagged items. files:
There are a few ways you can moderate flagged files: • Moderate Communities
Files
• Access the Flagged Files Insight report directly from the Community Management Moderation
To moderate files in
Overview page. Community Management:
• Use a preconfigured Insights report in Community Management or Community Workspaces. • Moderate Communities
Use the Flagged Files report provided in the Salesforce Communities Management package. Files
This report lets you see the name of the flagged file, who created it, who flagged it, and how AND
many flags the file has. You can click a link to open the file and review the content. Then you Access Community
can remove the flag or delete the file. You can also select multiple items at once. Management OR
Manage Communities
To get this report, install the Salesforce Communities Management package from the
OR Create and Set Up
AppExchange. For more information, see Report on Communities with the AppExchange Communities
Packages for Community Management.
AND
• Moderate using a custom list. You can expose a list of flagged files using the Chatter REST API Is a member of the
or ConnectApi in Apex. community
• Moderate directly within context of the community by removing flags or deleting content on
the file detail page.

Tip: To receive an email each time an item in your community is flagged, select the Flags an item as inappropriate checkbox
on your Email Settings page.
To limit the size and types of files allowed in your community, go to Administration > Preferences.

SEE ALSO:
Chatter REST API Developer Guide
Apex Developer Guide

546
Set Up and Manage Salesforce Communities Moderate Flagged Direct Messages in Your Community

Moderate Flagged Direct Messages in Your Community

Community members can flag messages in communities built using the Customer Service (Napili)
EDITIONS
template. Community moderators can review and act on a list of direct messages that members
of the community have flagged as inappropriate or spam. Available in: Salesforce
Note: Private messages and direct messages are separate features. Direct messages are Classic (not available in all
orgs) and Lightning
newer and offer a richer feature set for private communication in communities. Direct messages
Experience
are based on Chatter and offer a rich text editor that supports inline images and attachments.
With direct messages, you can start a message right from a feed post. Available in: Enterprise,
The “Moderate Communities Chatter Messages” permission allows moderators to see the contents Performance, Unlimited,
of flagged direct messages, remove flags, and delete flagged messages. and Developer Editions

1. If you haven’t already, install the Salesforce Communities Management (for Communities with
Chatter) package from the AppExchange. USER PERMISSIONS
2. Open Community Workspaces or Community Management. To view and moderate
3. In Community Management, go to Moderation > Flagged and select Direct Messages from flagged direct messages in
Community Management or
the dropdown menu to filter the flagged items.
Community Workspaces:
4. Review and act on the flagged messages. • Moderate Communities
Chatter Messages
Tip: If you want to receive an email each time a message in your community is flagged, select
AND
the Flags an item as inappropriate option on the Email Settings page. To receive emails,
you must have the “Moderate Communities Chatter Messages” and “Manage Chatter Messages Moderate Chatter
and Direct Messages” permissions. To set your email preferences, go to your profile page Messages and Direct
Messages
within a community, click the dropdown button in the upper-right corner, and select
AND
My Settings, then click Email Settings.
Moderate Communities
Feeds
AND
Access Community
Management OR
Manage Communities
OR Create and Set Up
Communities
AND
Is a member of the
community

To make all posts available

to moderation, including
direct messages, in
Communities Settings under
Community Moderation Rule
Settings:
• Moderation applies to all
feed posts regardless of
where they are visible

547
Set Up and Manage Salesforce Communities Moderate Flagged Private Messages in Your Community

Moderate Flagged Private Messages in Your Community

Community moderators can review and act on a list of Chatter messages that members of the
EDITIONS
community have flagged as inappropriate or as spam.
The “Moderate Communities Chatter Messages” permission allows users to see the contents of Available in: Salesforce
messages, remove flags, and delete messages only in communities they’re a member of. With this Classic (not available in all
permission, only flagged messages can be deleted. The “Modify All Data” permission allows orgs) and Lightning
moderators to remove flags or delete a message in the SOAP API. Experience

Ensure that your moderators are assigned the “Moderate Communities Chatter Messages” permission, Available in: Enterprise,
not the “Manage Chatter Messages” permission. The “Manage Chatter Messages” permission allows Performance, Unlimited,
users to see all the messages in your entire Salesforce org. Avoid security and privacy concerns; and Developer Editions
double-check that your moderators and managers have the right permission.

Important: Keep these limitations in mind: USER PERMISSIONS

• Community members can’t flag messages sent from communities that they aren’t a To moderate messages in
member of or that haven’t turned on flagging for their users. Community Management or
• Users can’t flag messages in your internal organization, in the Salesforce app, or in partner Community Workspaces:
and customer portals. • Moderate Communities
Chatter Messages
There are a few ways to monitor and manage flagged messages in your communities: AND
• Access the Flagged Files Insight report directly from the Community Management Moderation Access Community
Overview page. Management OR
Manage Communities
• Use a preconfigured Insights report in Community Management or Community Workspaces. OR Create and Set Up
Use the Flagged Private Messages report provided in the Salesforce Communities Management Communities
package. This report lets you track trends and stay on top of message spamming attacks in your AND
community. You can view who sent the message, the contents of the message, when it was
Is a member of the
sent, and who flagged the message. You can use this report to unflag messages and delete community
messages.
To view the contents of a
To get this report, install the Salesforce Communities Management package from the
flagged message in reports:
AppExchange. For more information, see Report on Communities with the AppExchange
• Moderate Communities
Packages for Community Management. Chatter Messages
• Create your own report. To remove flags or delete
messages in the SOAP API:
First, create a custom report type using Networks as the primary object and Network
• Modify All Data
Audits as the secondary object. Then create a report using your new custom report type
and add a field filter for Audited Object Type set to equal Chatter Message.
Use the API to delete flagged messages.
• Directly query the flagged messages from the API and then delete them.

Tip: If you want to receive an email each time a message in your community is flagged, select the Flags an item as inappropriate
option on the Email Settings page. To receive emails, you must have the “Moderate Communities Chatter Messages” and “Moderate

548
Set Up and Manage Salesforce Communities Set Up Apex Triggers for Flagging Items

Communities Feeds” permissions. To set your email preferences, go to your profile page within a community, click the dropdown
button ( ) in the upper-right corner and select My Settings, then click Email Settings.

SEE ALSO:
Guidelines for Deleting Your Users’ Chatter Messages
Report on Communities with the AppExchange Packages for Community Management
SOAP API Developer Guide: ChatterMessage
Apex Developer Guide: Moderate Chatter Private Messages with Triggers

Set Up Apex Triggers for Flagging Items

Use triggers to create custom advanced moderation logic that automatically flags items in your
EDITIONS
community.

Tip: Did you know you can do this in the UI? Most communities don’t need custom Available in: Salesforce
moderation triggers. You can create moderation rules and criteria directly in Community Classic (not available in all
orgs) and Lightning
Workspaces or Community Management. For more information, see Community Moderation
Experience
Rules.
Using triggers to automatically flag items allows you to moderate your community behind the Available in: Enterprise,
scenes. These flags are only visible to moderators. You can view flags in Community Workspaces Performance, Unlimited,
or Community Management, query for them in the API, or use custom report types to create reports and Developer Editions
on flagged items, people whose items are flagged most, and more.
Consider the following when creating triggers: USER PERMISSIONS
• Create Apex after insert triggers on either FeedItem, FeedComment, ChatterMessage, or To create triggers:
ContentDocument. • Modify All Data
• Define criteria that when met creates a NetworkModeration (flag) record, with the FeedComment,
FeedItem, ChatterMessage, or ContentDocument as the parent.

Example: This trigger automatically flags posts in your community that contain BadWord.
trigger autoflagBadWordOnPost on FeedItem (after insert) {

List<NetworkModeration> flags = new List<NetworkModeration>();

for (FeedItem rec : trigger.new) {

if (!<CommunityId>.equals(rec.networkScope)){
continue;
}

if (rec.body.indexOf('BadWord') >= 0) {
NetworkModeration nm = new NetworkModeration(EntityId = rec.id, Visibility
= 'ModeratorsOnly');
flags.add(nm);
}
}

if (!flags.isEmpty()) {
insert(flags);

549
Set Up and Manage Salesforce Communities Community Pulse

}
}

A similar trigger on comments would look like this.

trigger autoflagBadWordOnComment on FeedComment (after insert) {
List<NetworkModeration> flags = new List<NetworkModeration>();

for (FeedComment rec : trigger.new) {

if (!<CommunityId>.equals(rec.networkScope)) {
continue;
}

if (rec.commentBody.indexOf('BadWord') >= 0) {
NetworkModeration nm = new NetworkModeration(EntityId = rec.id, Visibility
= 'ModeratorsOnly');
flags.add(nm);
}
}

if (!flags.isEmpty()){
insert(flags);
}
}

SEE ALSO:
SOAP API Developer Guide

Community Pulse
Community Pulse displays metrics at the top of Workspaces. Click a metric to open the corresponding
EDITIONS
report or dashboard for more information or to take action. Customize the displayed metrics or
create new ones to meet your needs. Available in: Enterprise,
To get started, map reports and dashboards to your Workspaces. You can either map manually or Professional, Unlimited,
install the Winter ’18 or later version of the AppExchange package. After installation, Community and Developer editions.
Pulse displays automatically. If you have a Community with Chatter, four tiles display once you
install the package: Members, New Members, Unanswered Questions, and Flagged Discussions.
To customize a metric tile, click Edit Metrics. From here, create a metric or edit an existing one. You can have up to six metrics at a time.

550
Set Up and Manage Salesforce Communities Communities Moderation Limits and Limitations

By design, clicking a metric opens the corresponding report. However, selecting Open in dashboard lets you open a dashboard instead.

SEE ALSO:
Enable and Map Dashboards for Community Managers
Enable and Map Engagement Insights for Community Managers

Communities Moderation Limits and Limitations

Community moderation limits ensure that your community performs optimally.
EDITIONS

Criteria Limits Available in: Salesforce

Classic (not available in all
• Your org can have up to 30 keyword list criteria. This limit is per org, not per community. orgs) and Lightning
• Your org can have up to 100 member criteria. This limit is per org, not per community. Experience

Available in: Enterprise,

Performance, Unlimited,
Rule Limits and Limitations
and Developer Editions
• Your org can have up to 30 rules. This limit is per org, not per community. This limit includes
both content rules and rate rules.
• Moderation rules apply only to feed posts, comments, and polls. Moderation rules do not apply to topics that are created.

Audit Limitations
Changes to a feed item’s status are not included in the Audit Trail Insights report.

Organize Communities with Topics

Navigational, featured, and content topics are a fantastic way to organize information and content in a community. Use topics to structure
your community content or highlight key discussions. You can create topics or use the topics that organically emerge from community
member posts.
Choose navigational topics and subtopics to provide a consistent map of your community. Use featured topics to highlight current,
popular conversations. Use content topics to organize your original content. In the community itself, member-created topics let users
organize information for each other, creating a personalized experience that boosts community engagement.
Community members can keep up-to-date on topics by following them and, optionally, receiving email notifications for topics they
follow.

When members choose Every Post, they get notifications when a post or question is added to the topic. They don’t get notifications
when the hashtag topic is added to a comment, answer, or record feed.

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Set Up and Manage Salesforce Communities Organize Communities with Topics

Navigational Topics
On every page of a self-service community, navigational topics are available from the Topics menu at upper left. Community members
can also see all the community’s navigational topics and subtopics in one place in the topic catalog.

When visitors choose a navigational topic, the banner image you selected for it appears at the top of the page.

Featured Topics
Featured topics are accessible from the body of your community home page. Thumbnail images you select for featured topics uniquely
identify them. (These unique thumbnails appear only on the home page; at the top of all featured topic pages, the default banner image
specified in Community Builder appears.)

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Set Up and Manage Salesforce Communities Organize Communities with Topics

Content Topics (Beta)

Note: This release contains a beta version of CMS for Community Cloud which means it’s a high-quality feature with known
limitations. CMS for Community Cloud isn’t generally available unless or until Salesforce announces its general availability in
documentation or in press releases or public statements. 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. You can provide feedback
and suggestions for CMS for Community Cloud in the Community Cloud group in the Trailblazer Community.
Content topics allow you to organize your original content around common themes. Enable topics that you’re already using for content,
or create new topics and enable them for content. After topics are enabled for content, assign them to your native content.

Member-Created Topics
When posting questions, community members create topics by using hashtags in body text, or typing in the topic suggestions box. (In
Setup, the “Assign Topics” and “Create Topics” permissions must be enabled for community users.)

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Set Up and Manage Salesforce Communities Organize Communities with Topics

If any suggested topics are poor matches for the post, members can simply click to delete them.

Tip: Member-created topics can be accessed via search or highlighted as featured topics.

Topic Metrics
Community members can check how often a topic has been used in the past 60 days and how many followers it has. Find metrics on
a topic’s detail page. With this information at their fingertips, community members know how current and popular a topic is. Admins
can also use these metrics to highlight certain topics in their communities or consolidate similar topics based on usage.

IN THIS SECTION:
Manage Topics in Communities
As the number of topics in a community grows, curate them to improve usability. You can create, merge, rename, enable for content,
and delete topics in one convenient location.
Automatically Assign Topics to Articles
Transport all your hard work of organizing Salesforce Knowledge in your community by mapping topics to data categories. All articles
published with a specific data category are tagged with the topics you specify. And articles added to the data category in the future
will also be tagged.
Set Up Featured Topics
Featured topics highlight current, popular community conversations. Change them regularly to keep community members up-to-date
and engaged.
Set Up Navigational Topics
Structure your community’s content and help your users find what they need with navigational topics. If your organization uses data
categories, community managers can link current Salesforce Knowledge articles associated with those categories to each navigational
topic. (If data categories aren’t enabled, administrators can add articles to each topic using the Chatter REST API.)
Set Up Content Topics (Beta)
Content topics organize your original content around common themes.
See Your Community’s Topics and Subtopics in One Place
You’ve gone through the exhaustive task of adding topics and various levels of subtopics to your community’s content. Now you
want your community members to see all the organized topics in one place, so they can navigate to any subject their hearts desire.
Fear not! They can see everything in your community’s topic catalog.
Add Topics to Articles or Remove Them
Easily add multiple topics of any type to specific articles, or quickly remove them as community needs change.

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Set Up and Manage Salesforce Communities Manage Topics in Communities

Translate Topics Names and Descriptions for Communities with International Audiences
Use the Translation Workbench to translate topic names and descriptions in international communities.

Manage Topics in Communities

USER PERMISSIONS EDITIONS

To access Community Workspaces or Manage Communities Available in: Salesforce

Community Management page: OR Classic (not available in all
orgs) and Lightning
Create and Set Up Communities Experience

To create topics: Create Topics Available in: Essentials,

Enterprise, Performance,
To merge topics: Merge Topics Unlimited, and Developer
To delete topics: Delete Topics Editions

To edit topics: Edit Topics

As the number of topics in a community grows, curate them to improve usability. You can create, merge, rename, enable for content,
and delete topics in one convenient location.
1. Open Community Workspaces or Community Management.

Tip: If you want to create content topics or enable topics for content, use Community Workspaces.

2. If you’re using Community Workspaces, access topics by clicking Content Management > Topics. If you’re using Community
Management, access topics by clicking Topics > Topic Management.
3. Do one of the following.
• To create a topic (often with a plan to merge existing ones into it), click New. Add a name and a topic description to boost SEO.
If you want to be able to associate the topic with native content, select Enable for content.
• To combine topics, click Merge.
Merging a topic automatically redirects existing hashtags in posts. If you merge a navigational or featured topic, the topic type,
image, and any subtopic relationships are discarded. If you merge a topic with a content topic, the content associations are
preserved.

• To enable up to 10 topics for content at the same time, select the topics and click Enable for Content.
After enabling topics for content, you can associate the topics with your native content.

•
To edit a topic in Community Workspaces, click and select Edit. In Community Management, click .
If you deselect Enable for content when editing a topic that is associated with content, saving your changes removes the
associations.

• To see a topic detail page in your community, click the topic name.
•
To delete a topic in Community Workspaces, click and select Delete. In Community Management, click .
If you don’t see a topic you’re looking for, you can search for it.

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Set Up and Manage Salesforce Communities Automatically Assign Topics to Articles

Tip: For communities with a global audience, you can translate names and descriptions of topics.

SEE ALSO:
Set Up Navigational Topics
Set Up Featured Topics
Set Up Content Topics (Beta)

Automatically Assign Topics to Articles

Transport all your hard work of organizing Salesforce Knowledge in your community by mapping
EDITIONS
topics to data categories. All articles published with a specific data category are tagged with the
topics you specify. And articles added to the data category in the future will also be tagged. Available in: Salesforce
To use automatic topic assignments, enable Community Workspaces in Community Settings. Classic (not available in all
orgs) and Lightning
1. Open Community Workspaces.
Experience
2. Access automatic tTopic assignments by clicking Content Management > Topics > Automatic
Topic Assignment. Available in: Essentials,
Enterprise, Performance,
3. Enable Automate Topic Assignment. Unlimited, and Developer
Editions

USER PERMISSIONS

To access Community
Workspaces:
• Manage Communities
OR
Create and Set Up
Communities
AND
Is a member of the
community

To set up automatic topic

assignments:
• Edit Topics
AND
View Data Categories

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Set Up and Manage Salesforce Communities Automatically Assign Topics to Articles

4. Select a data category group and a data category.

5. Add the topics that you want to assign to the articles under that data category.

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Set Up and Manage Salesforce Communities Set Up Featured Topics

6. Select the option to add the topics to existing articles in the data category. The topics are then assigned to all articles in all data
categories under the data category group. If you don’t select this option, the topics are added only to new articles added to the data
category, and the existing articles remain unchanged.
7. Click Save.
Consider the following as you set up your topic assignment rules.
• Topic assignments are community-specific. If you use the same article in two different communities, set up automatic assignments
in both communities.
• If a translation of a topic is available in Salesforce, the translated article is tagged with the corresponding translated topic. If there’s
no translated topic in the system, localized articles are tagged with the base language topic.
• You can’t automatically remove topics from articles. Instead, you must manually remove topics.
• If you merge two topics, you must set up new rules.
• If you automatically add a topic to a data category, the topic is added to all articles in the data categories above it in the hierarchy.
Topics aren't automatically added down a hierarchy to child data categories.

Set Up Featured Topics

Featured topics highlight current, popular community conversations. Change them regularly to
EDITIONS
keep community members up-to-date and engaged.
1. Open Community Workspaces or Community Management. Available in: Salesforce
Classic (not available in all
2. If you’re using Community Workspaces, access featured topics by clicking Content
orgs) and Lightning
Management > Topics > Featured Topics. If you’re using Community Management, access
Experience
featured topics by clicking Topics > Featured Topics.
3. Enter the first few letters of the topic name in the search box. Select a suggested topic and click Available in: Essentials,
Enterprise, Performance,
Add. Use navigational or member-created topics.
Unlimited, and Developer
Tip: Using the Chatter REST API, you can create unique featured topics, separate from Editions
navigational or member-created ones.

4. Hover over a topic name, and click USER PERMISSIONS

. Then click Upload thumbnail image, and select an
image that represents the featured topic on the community home page. To access Community
(Thumbnail images are scaled to 250 x 250 pixels. To prevent distortion, create image files with Workspaces or Community
Management page:
those dimensions.)
• Manage Communities
5. Repeat steps 3 and 4 to create several featured topics for your community, up to a maximum OR
of 25. Then click Save. Create and Set Up
To edit featured topics, hover over a topic name. Communities
• To move topics up or down, click the arrows at left. AND

• To delete topics or change their thumbnail images, click Is a member of the

.
community

To set up featured topics:

• Edit Topics

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Set Up and Manage Salesforce Communities Set Up Navigational Topics

Set Up Navigational Topics

Structure your community’s content and help your users find what they need with navigational
EDITIONS
topics. If your organization uses data categories, community managers can link current Salesforce
Knowledge articles associated with those categories to each navigational topic. (If data categories Available in: Salesforce
aren’t enabled, administrators can add articles to each topic using the Chatter REST API.) Classic (not available in all
1. From Setup, enter Topics for Objects in the Quick Find box, then select Topics orgs) and Lightning
for Objects, and enable topics for all the article types you want to include. Experience

Note: Enabling topics disables public tags on articles. Personal tags aren’t affected. Available in: Essentials,
Enterprise, Performance,
Unlimited, and Developer
2. Open Community Workspaces or Community Management.
Editions
3. If you’re using Community Workspaces, access navigational topics by clicking Content
Management > Topics > Navigational Topics. If you’re using Community Management,
access navigational topics by clicking Topics > Navigational Topics USER PERMISSIONS
4. In the text box at right, enter a topic name, and click Add. Want to add subtopics? After you To access Community
add a topic, choose your topic from the dropdown menu (under Show subtopics of). To add a Workspaces or Community
subtopic, add another topic and click Add. You can add up to two levels of subtopics for each Management page:
parent topic. • Manage Communities

5. If your organization uses data categories, hover over the navigational topic name, and click . OR
Select a Data Category Group, then select the categories you want to add to the topic, and click Create and Set Up
Add Articles & Close Window. Communities
AND
Important: This process adds only current articles to a topic. To add new articles, return
Is a member of the
to Community Management or Community Workspaces and repeat the previous step.
community
6. Hover over a topic name, and click . Then click Upload banner image and select an image To set up navigational
that appears across the top of the topic page. topics:
(Banner images are scaled to 1400 x 180 pixels. To prevent distortion, create image files with • Create Topics
those dimensions.) AND
Edit Topics
7. Repeat steps 4–6 to create several navigational topics for your community. Then click Save.
To add articles to topics:
8. Use subtopics to further categorize your content. Associate articles for each set of subtopics for • View Data Categories
a more granular organization.
AND
This table shows the maximum number of navigational topics and subtopics you can create in
the UI of a Customer Service community template. Read on related article
types
Level Maximum Number of Entries
One (parent) 25

Two (subtopic) 10

Three (subtopic) 10

With Chatter REST API or Chatter in Apex, you can create an additional five levels, each with 10 subtopics, for a total of 2,775
navigational topics.

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Set Up and Manage Salesforce Communities Set Up Content Topics (Beta)

Tip: To edit navigational topics, hover over a topic name.

• To move a topic up or down, click the arrows at left.

• To rename or remove a topic, change its banner image, or remove assigned articles, click .

SEE ALSO:
See Your Community’s Topics and Subtopics in One Place

Set Up Content Topics (Beta)

Content topics organize your original content around common themes.
EDITIONS
Note: This release contains a beta version of CMS for Community Cloud which means it’s a
high-quality feature with known limitations. CMS for Community Cloud isn’t generally available Available in: Salesforce
unless or until Salesforce announces its general availability in documentation or in press Classic (not available in all
orgs) and Lightning
releases or public statements. We can’t guarantee general availability within any particular
Experience
time frame or at all. Make your purchase decisions only on the basis of generally available
products and features. You can provide feedback and suggestions for CMS for Community Available in: Essentials,
Cloud in the Community Cloud group in the Trailblazer Community. Enterprise, Performance,
1. Open Community Workspaces. Unlimited, and Developer
Editions
You can view and edit content topics in Community Management, but you can’t create content
topics or enable topics for content in Community Management.
USER PERMISSIONS
2. Access topics by clicking Content Management > Topics.
To access Community
3. Select All Topics > All Content Topics.
Workspaces page:
4. To create a content topic, click New. • Manage Communities
5. Enter a name and description. Select Enable for content. OR
6. Repeat steps 4 and 5 to create several content topics for your community, up to a maximum Create and Set Up
of 25. Communities
Alternatively, use the All Topics list and select up to 10 topics at a time and click Enable for AND
Content. Is a member of the
community
After a topic is enabled for content, you can associate the topic with your native content.
To set up content topics:
To edit or delete a content topic, click in the topic row and select Edit or Delete. • Create Topics
AND

See Your Community’s Topics and Subtopics in One Edit Topics

Place
You’ve gone through the exhaustive task of adding topics and various levels of subtopics to your community’s content. Now you want
your community members to see all the organized topics in one place, so they can navigate to any subject their hearts desire. Fear not!
They can see everything in your community’s topic catalog.
The topic catalog shows the hierarchy of navigational topics you’ve created for the community. It’s only visible after you set up navigational
topics, and it’s accessed from the navigation menu.
How is the topic catalog useful to your community members?

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Set Up and Manage Salesforce Communities See Your Community’s Topics and Subtopics in One Place

• New and returning users look at all the organized topics in one place, getting a lay of the land before diving deeper into a specific
topic.
• Any community user can use the topic catalog as a jumping point to go from topic to topic.
To set up the topic catalog, select Add the “More Topics...” link when editing the navigation menu on the home page. The link appears
when you have at least one subtopic.
You can also see an article or discussion’s placement in the topic hierarchy using breadcrumbs. To show breadcrumbs on your community’s
pages, drag the Breadcrumb component to the page in Community Builder.

Example:

SEE ALSO:
Set Up Navigational Topics

561
Set Up and Manage Salesforce Communities Add Topics to Articles or Remove Them

Add Topics to Articles or Remove Them

Easily add multiple topics of any type to specific articles, or quickly remove them as community
EDITIONS
needs change.
1. Open Community Workspaces or Community Management. Available in: Salesforce
Classic (not available in all
2. If you’re using Community Workspaces, access topics by clicking Content Management >
orgs) and Lightning
Topics > Article Management. If you’re using Community Management, access topics by
Experience
clicking Topics > Article Management.
3. Use the search bar to look for articles. Filter your search by selecting a data category group, Available in: Essentials,
Enterprise, Performance,
followed by a specific category.
Unlimited, and Developer
4. Click an article, and then type to assign topics, or click existing ones to remove them. Editions
Note: To automatically add the translated version of a topic to translated articles, the
translated topics and articles must already be uploaded in the system. Otherwise, the translated USER PERMISSIONS
article is tagged with the English topic.
To access Community
Workspaces or Community
Management page:
• Manage Communities
OR
Create and Set Up
Communities

To add or remove topics:

• Create Topics

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Set Up and Manage Salesforce Communities Translate Topics Names and Descriptions for Communities
with International Audiences

Translate Topics Names and Descriptions for Communities with International

Audiences
Use the Translation Workbench to translate topic names and descriptions in international
EDITIONS
communities.
1. From Setup, enter Translate in the Quick Find box, then select Translate. Available in: Salesforce
Classic (not available in all
2. Select the language you’re translating into.
orgs) and Lightning
3. Select Managed Topic for the Setup Component. Experience
4. For Aspect, select Field Label for the topic name, and Description for the topic description. Available in: Essentials,
5. In the Community Name column, expand a community to see its master topic names. Enterprise, Performance,
Unlimited, and Developer
6. To enter language-specific names for topics, double-click in the Topic Name Translation column.
Editions
For descriptions, double-click in the Topic Description Translation column.
Consider the following when you’re using the Translation Workbench:
USER PERMISSIONS
• There’s no Metadata API support for translated topic names or descriptions.
• While topic name uniqueness is guaranteed in English, the translator must ensure the To translate topics:
uniqueness of topic names in the translated language. • View Setup and
Configuration
• Modifying topic names from Community Workspaces or Community Management only
changes the English community. All translated topic name and description changes must AND
be made using the Translation Workbench. Be designated as a
translator
• If a translated topic name is entered when the community is in English mode, the translated
name can appear twice in the translated community.
• When topics names are translated with the Translation Workbench, hashtags in the translated
communities also change. For example, #help shows as #aiuto in Italian. If the community member then reverts to English from
Italian, clicking the #aiuto hashtag gives an error message rather than showing the topic detail page of #help.

Note: To automatically add the translated version of a topic to translated articles, the translated topics and articles must
already be uploaded in the system. Otherwise, the translated article is tagged with the English topic.

563
Set Up and Manage Salesforce Communities Customize Recommendations in Communities

Customize Recommendations in Communities

Create recommendations to drive engagement for your community, encouraging users to watch
EDITIONS
videos, take trainings, and more. Target specific audiences and use channels to specify locations
for the recommendations. Available in: Salesforce
1. Open Community Workspaces or Community Management. Classic (not available in all
orgs) and Lightning
2. Open Recommendations.
Experience
• In Community Workspaces, select Content Management > Recommendations.
Available in: Essentials,
• In Community Management, select Recommendations > Recommendations. Enterprise, Performance,
Unlimited, and Developer
3. Select Default Channel or one of the custom channels.
Editions
A channel is a way to group recommendations together so you can determine where they
show up in the community.
USER PERMISSIONS
Default Channel
Recommendations in the default channel appear in predefined locations, such as the Home To access Community
and Question Detail pages in Customer Service and Partner Central communities. Workspaces or Community
Management:
Custom Channel
• Manage Communities
You choose the pages where you want these recommendations to appear. In Community
Builder, add the Recommendations Carousel component to the page where you want the OR
recommendation to appear. Use the property editor to specify the custom channel with Create and Set Up
the recommendation. Communities

Using a custom channel, you could surface a recommendation to review specific knowledge
articles on a product description page to guide customers to more information.
If you want to change the channel of a recommendation, delete the recommendation and recreate it in a different channel.

4. Click New.
5. Complete the following fields:
• Name—Enter a name for the recommendation. This name doesn’t appear in the community.
• Image—Click Upload Image to include an image with your recommendation.
• Title—Optionally, enter header text that appears above the image.
• Description—Enter detailed text that suggests what users can do.
• Button text—Enter a label for the button in the recommendation.
• https://—Enter the URL that the button opens.
The URL can contain context variables to pass information about the user who clicked the recommendation and the context in
which it was clicked. For example, include a {!userId} context variable in your URL,
https://www.example.com/doSurvey?userId={!userId}. When a user clicks the button in the
recommendation, Salesforce sends the ID of that user to your server in the HTTP request.
Recommendations support these context variables.

Context Variable Description

{!actionLinkId} The ID of the recommendation link that the user clicked.

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Set Up and Manage Salesforce Communities Customize Recommendations in Communities

Context Variable Description

{!actionLinkGroupId} The ID of the recommendation link group containing the
recommendation that the user clicked.

{!communityId} The ID of the community in which the user clicked the

recommendation. The value for your internal Salesforce org is
the empty key, "000000000000000000".

{!orgId} The ID of the org in which the user clicked the

recommendation.

{!userId} The ID of the user that clicked the recommendation.

• Audience—Select an audience for the recommendation. If you don’t select an audience, all members of the community see
the recommendation.

Tip: To create an audience that appears in this drop-down list, in Community Workspaces, select Content Management >
Recommendations > Audiences. In Community Management, select Recommendations > Audiences. Click New.

• Enabled—If checked, this recommendation is active and appears in communities.

The Recommendations Carousel displays your custom recommendations and also displays system-generated topic
recommendations for your community.
After a community member clicks or dismisses a recommendation, it no longer appears for that member.

6. Click Save.

Tip: To remove a recommendation, click the recommendation name. At the bottom of the recommendation details, click Delete.

IN THIS SECTION:
Create Targeted Audiences for Your Community Recommendations
Create audiences of new community members or use the API to manage customized lists of audience members to organize and
target recommendations.

SEE ALSO:
Update Your Community’s Template

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Set Up and Manage Salesforce Communities Create Targeted Audiences for Your Community
Recommendations

Create Targeted Audiences for Your Community Recommendations

Create audiences of new community members or use the API to manage customized lists of audience
EDITIONS
members to organize and target recommendations.
1. Open Community Workspaces or Community Management. Available in: Salesforce
Classic (not available in all
2. Open Recommendation Audiences.
orgs) and Lightning
• In Community Workspaces, select Content Management > Recommendations > Experience
Audiences.
Available in: Essentials,
• In Community Management, select Recommendations > Audiences. Enterprise, Performance,
Unlimited, and Developer
3. Click New.
Editions
4. Complete the following fields.
• Name—Enter a name for the audience. USER PERMISSIONS
• Audience Type
To access Community
– Select New Members to create an audience based on how long users have been Workspaces or Community
community members. Management:
Enter the number of days since registration for audience members. • Manage Communities
OR
– Select Custom List to create an audience based on any criteria you want.
Create and Set Up
Note: You can’t manage audience membership for custom lists through the UI. Communities
Add and remove members through the API.

5. Click Save.
Audiences you create appear in the Audience drop-down list when you create a recommendation.

Tip: To remove an audience, click the audience name. At the bottom of the audience details, click Delete. If you remove an
audience that is associated with a recommendation, the recommendation is disabled and the audience is set to the default (All
community members).

SEE ALSO:
Chatter REST API Developer Guide
Apex Developer Guide

Gamification
Use gamification tools, like Recognition Badges and Reputation, to keep your members engaged
EDITIONS
in your community.
Available in: Salesforce
IN THIS SECTION: Classic (not available in all
orgs) and Lightning
Recognition Badges
Experience
Acknowledge your members’ accomplishments or celebrate with them using Recognition
Badges. Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

566
Set Up and Manage Salesforce Communities Recognition Badges

Reputation Overview
Your reputation in the community directly corresponds to how active you are. The more you post, comment, and share, the higher
your reputation level will be.

Recognition Badges
Acknowledge your members’ accomplishments or celebrate with them using Recognition Badges.

Available in: Enterprise, Professional, Unlimited, and Developer editions.

We provided some default badges but you can create your own. You can also choose who else can create badges and who can give
badges in your community.

IN THIS SECTION:
Recognition Badges Considerations
While Recognition Badges are a great way to keep your members involved in your community, keep a few things in mind when you
use them.
Recognition Badges Setup
With just a few steps, you can set up Recognition Badges for your community and restrict who can create and give badges.
Turn On Recognition Badges in Community Workspaces
Turn on Recognition Badges via the Gamification Tile to finish setting up and start giving badges.
Create, Edit, and Delete Recognition Badges
In addition to the four default badges, you can create your own to fit the needs of your community. You can edit both the default
badges and your custom badges.
Manage Who Can Give a Specific Recognition Badge
Controlling who can give a recognition badge helps make sure that the right badges are awarded to the right members. For example,
you can set it up so that only community managers can award MVP and VIP badges.
Give Recognition Badges to Community Members
Giving badges to members helps reward them for staying engaged in the community.
Delete Assigned Badges
Sometimes badges are assigned to a member by mistake. If you gave the badge, you can delete it from the member’s profile page.
Use the API to Give Recognition Badges Sample Code
You can use the API to programmatically give recognition badges to community members.

Recognition Badges Considerations

While Recognition Badges are a great way to keep your members involved in your community,
EDITIONS
keep a few things in mind when you use them.
• Chatter must be enabled for your community. Available in: Enterprise,
• Community members with the following user licenses can see the badges that they have Professional, Unlimited,
received, but not give badges: and Developer editions.

– Customer Portal User

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Set Up and Manage Salesforce Communities Recognition Badges

– High Volume Customer Portal

– Internal Portal User
– Standard Partner

• Badges aren’t translated. The badge name and description are the same regardless of which language the member is using.
• “Review” moderation rules are not enforced for badges comments. To help prevent blacklisted keywords from appearing in your
community, add your list of words to “block” or “replace” rules.

Recognition Badges Setup

With just a few steps, you can set up Recognition Badges for your community and restrict who can
EDITIONS
create and give badges.
Available in: Enterprise,
IN THIS SECTION: Professional, Unlimited,
and Developer editions.
Enable Work.com Thanks
Recognition Badges are based on the Work.com Thanks feature. Enable this feature plus the
ability to restrict who can create badges before continuing in your setup.
Configure Who Can Create Recognition Badges
Use permission sets, our recommended method, to choose which members can create recognition badges. Restricting who can do
so helps control the number of badges in your community and maintains the value of a badge.
Configure Who Can Give Recognition Badges
Use permission sets, our recommended method, to choose which members can give recognition badges. Restricting who can do
so helps control the number of badges in your community and maintains the value of a badge.
Use Components to Display Recognition Badges on Member Profiles
Use the User Profile component or the Recognition Badge component to display Recognition Badges on a member’s profile.
Display the Full List of Recognition Badges on a Member’s Profile Page
Edit the user profile layout to display the full list of recognition badges on a members’ profile page.

Enable Work.com Thanks

Recognition Badges are based on the Work.com Thanks feature. Enable this feature plus the ability
EDITIONS
to restrict who can create badges before continuing in your setup.

Note: You don’t need an additional work.com license to set up the Thanks feature. Available in: Enterprise,
Professional, Unlimited,
1. In Classic, from Setup, enter Work.com in the Quick Find box. and Developer editions.
2. Select Work.com Settings.
3. Under Thanks Setting, select Enable and save. The Restrict Custom Badge Creators option is USER PERMISSIONS
now available.
To set up the Thanks feature:
4. Under Restrict Custom Badge Creators, select Enable, and save. • Customize Application

568
Set Up and Manage Salesforce Communities Recognition Badges

Configure Who Can Create Recognition Badges

Use permission sets, our recommended method, to choose which members can create recognition
EDITIONS
badges. Restricting who can do so helps control the number of badges in your community and
maintains the value of a badge. Available in: Enterprise,
Say that you create a recognition badge to be given to MVPs. Restricting who can create badges Professional, Unlimited,
helps eliminate the risk of having multiple MVP badges. Restricting who can give the badge to, say, and Developer editions.
community managers helps make sure only those members who are truly MVPs receive recognition
for it. USER PERMISSIONS
1. First, set up the permission set for creating badges. From Setup, enter Permission Sets
in the Quick Find box, then select Permission Sets. To create permission sets:
• “Manage Profiles and
2. Click New. Permission Sets”
3. Enter your permission set information. Name the permission set “Create Custom Badge To assign permission sets:
Definitions.” • “Assign Permission Sets”
4. Click System Permissions and then click Edit.
5. To add the permissions for creating a badge, select Create custom Badge Definitions permission.
6. Select Manage Assignments and add those users you want to let create badges.

Configure Who Can Give Recognition Badges

Use permission sets, our recommended method, to choose which members can give recognition
EDITIONS
badges. Restricting who can do so helps control the number of badges in your community and
maintains the value of a badge. Available in: Enterprise,
Note: Buttons for giving badges appear in two places on the member’s profile. If, after Professional, Unlimited,
and Developer editions.
following the steps below, your approved users don’t see the Give button at the top of a
member’s profile, under Settings, go to Users. Edit the User Page Layout and add the Give
Badge action in the Salesforce Mobile and Lightning Experience Actions section. USER PERMISSIONS
1. First, set up the permission set for giving badges. From Setup, enter Permission Sets in
To create permission sets:
the Quick Find box, then select Permission Sets.
• “Manage Profiles and
2. Click New. Permission Sets”
3. Enter your permission set information. Name the permission set “Give Recognition Badges in To assign permission sets:
Lightning Communities.” • “Assign Permission Sets”

4. Click System Permissions and then click Edit.

5. To add the permissions for giving a badge, select Give Recognition Badges in Lightning Communities permission.
6. Select Manage Assignments and add those users you want to let give badges.

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Use Components to Display Recognition Badges on Member Profiles

Use the User Profile component or the Recognition Badge component to display Recognition
EDITIONS
Badges on a member’s profile.
You can either use the User Profile component or the Recognition Badges component to allow Available in: Enterprise,
assigned badges to display on a member’s profile page. Professional, Unlimited,
and Developer editions.
1. In the User Profile component, select Show Recognition Badges.

USER PERMISSIONS

To manage page
components:
• Create And Set Up
Communities

2. Alternatively, drag the Recognition Badges component onto the profile page.

Display the Full List of Recognition Badges on a Member’s Profile Page

Edit the user profile layout to display the full list of recognition badges on a members’ profile page.
EDITIONS
1. From Setup, go to Users under Customize. Select Page Layouts.
Available in: Enterprise,
2. Click Edit next to User Profile Layout.
Professional, Unlimited,
3. Click Related Lists and drag Recognition to the Related Lists section of the page layout and and Developer editions.
save.

USER PERMISSIONS

To update the user profile

layout:
• Customize Application

4. Each community’s guest users have a discrete user profile. To find out which user profile layout to update, go to Community Builder,
of the community you’re working on, open Settings, and then click the link to the guest user profile. Repeat steps 1–3 for that user
profile layout.

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Turn On Recognition Badges in Community Workspaces

Turn on Recognition Badges via the Gamification Tile to finish setting up and start giving badges.
EDITIONS
Before you can complete this task, you enable Work.com’s Thanks feature, configure permission
sets for who can create and give badges, and add recognition to user profile layouts. Available in: Enterprise,
Professional, Unlimited,
1. In Community Workspaces, click the Gamification tile.
and Developer editions.
2. In Settings, turn on Recognition Badges. A Recognition Badges section appears above Settings.
3. To see the available badges and create and manage badges, click Recognition Badges. USER PERMISSIONS

To turn on or off Recognition

Badges:
• Create and Set Up
Communities
AND
Moderate Chatter

Create, Edit, and Delete Recognition Badges

In addition to the four default badges, you can create your own to fit the needs of your community.
EDITIONS
You can edit both the default badges and your custom badges.
1. To create a badge, in Community Workspaces, click the Gamification tile and go to the Available in: Enterprise,
Recognition Badges section. Professional, Unlimited,
and Developer editions.
2. Click New.
3. Give your badge a name and a description and upload an image. Click Save. The Public and
Active checkboxes are selected by default. When you save, your badge is immediately available USER PERMISSIONS
to everyone with permissions to give a badge. If you want to limit who can give a badge, deselect To create recognition
Public. If you aren’t ready for it to be live, deselect Active. badges:
• Create Custom Badge
Definitions
To manage your recognition
badges:
• Create And Set Up
Communities
AND
Moderate Chatter
OR
Manage Communities
AND
Moderate Chatter

To manage badges created

by someone else:
• Modify All Data
AND
Moderate Chatter

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4. To edit the fields, go to the badge related list, click the dropdown and the end of the badge’s row, and click Edit.

5. To delete a badge, go to the badge related list, click the dropdown and the end of the badge’s row, and click Delete.

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Manage Who Can Give a Specific Recognition Badge

Controlling who can give a recognition badge helps make sure that the right badges are awarded
EDITIONS
to the right members. For example, you can set it up so that only community managers can award
MVP and VIP badges. Available in: Enterprise,
By default, recognition badges are available to everyone with permission to give badges. To be able Professional, Unlimited,
to select specific givers, make sure to deselect Public when you create or edit the badge. and Developer editions.

1. In Community Workspaces, click the Gamification tile.

2. Click the dropdown and the end of the badge’s row, and click Manage Badge Givers. USER PERMISSIONS
3. In the popup window, search to add the users or public groups you want to have permission To create recognition
to give badges. Only those users with the Give Recognition Badges in Lightning Communities badges:
permission are available. You can remove members from the list by clicking the X by their name. • Create Custom Badge
Click Save. Definitions
To manage your recognition
badges:
• Create And Set Up
Communities
AND
Moderate Chatter
OR
Manage Communities
AND
Moderate Chatter

To manage badges created

by someone else:
• Modify All Data
AND
Moderate Chatter

Give Recognition Badges to Community Members

Giving badges to members helps reward them for staying engaged in the community.
EDITIONS
1. Open the member’s profile page.
Available in: Enterprise,
2. Click either the Give Badge button at the top of the profile or the Give button on the
Professional, Unlimited,
Recognition Badges card.
and Developer editions.
3. Choose which badge you want to give by clicking Change badge.
4. Add a message letting the member know why they are getting the badge, and click Give. USER PERMISSIONS

To give recognition badges:

• Give Recognition Badges
in Lightning
Communities

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Delete Assigned Badges

Sometimes badges are assigned to a member by mistake. If you gave the badge, you can delete it
EDITIONS
from the member’s profile page.
1. Open the profile page for the member who got the badge by mistake. Available in: Enterprise,
Professional, Unlimited,
2. To open the Recognition Badge list view, click View All under Recognition.
and Developer editions.

USER PERMISSIONS

To manage your recognition

badges:
• Create And Set Up
Communities
AND
Moderate Chatter
OR
Manage Communities
AND
Moderate Chatter

3. Locate the badge in the list and click the dropdown at the end of the row.
4. Click Delete.

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Use the API to Give Recognition Badges Sample Code

You can use the API to programmatically give recognition badges to community members.

Assign a Recognition Badge and Notify a Member Using Apex

ID networkID = '0DBB0000000CdBaOAK';
ID badgeDefintionID = '0W1B0000000ekuJKAQ';
ID giverID = '005B0000003InDeIAK';
ID recipientID = '005B000000483dDIAQ';
String message = 'Welcome to the community';

WorkThanks thanks = new WorkThanks (

NetworkdID=networkID
GiverID=giverID,
Message=message
);
insert thanks;

WorkBadge badge = new WorkBadge(

DefinitionId=badgeDefinitionId,
NetworkID=networkID
RecipientId=recipientID,
SourceId=thanks.id
);
insert badge;

// optional: create a Chatter post on the user profile

// showing the badge. The user will be notified through
// the standard Chatter notification mechanisms.
FeedItem feedItem = new FeedItem(
NetworkScope=networkID,
ParentId=recipientID,
RelatedRecordId=thanks.id,
Body=message,
Type='RypplePost',
Visibility='AllUsers'
);
insert feedItem;

// Unfortunately, there is a limitation in the work.com API that

// prevents these 2 lines from working:
// thanks.FeedItemID = :feedItem.id;
// update thanks;

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Assign a Recognition Badge When a Member Reaches a Number of Reputation Points

To avoid assigning the same badge twice, we’ve added a custom “hasBadge_c” field on the user object.
trigger NetworkMemberTrigger on NetworkMember (after update) {
for (NetworkMember nm : Trigger.New) {
User user = [select ID, hasBadge_c from User where ID =
:nm. MemberID];
If (nm.ReputationPonts >= 40 && !user.hasBadge_c) {
WorkThanks thanks = new WorkThanks(
GiverId='005B00000036ukY',
Message='inserted by trigger',
NetworkId=nm.NetworkId);
insert thanks;

WorkBadge badge = new WorkBadge(

DefinitionId='0W1B0000000T1QBKA0',
NetworkId=nm.NetworkId,
RecipientId=nm.MemberId,
SourceId=thanks.id);
insert badge;

user.hasBadge_c = true;
update user;
}
}
}

Automatically Add Reputation Points When Badge Is Assigned to a Member

To avoid hardcoding the number of reputation points that are assigned with the badge, this example assumes that the WorkBadgeDefinition
entity has been customized with an additional "ReputationPoints__c" field.
trigger WorkBadgeTrigger on WorkBadge (after insert) {
for (WorkBadge badge : Trigger.new) {
if (badge.DefinitionId == '0W1B0000000T1QBKA0') {
WorkBadgeDefinition badgeDefinition = [select Id,
ReputationPoints_c from WorkBadgeDefinition where Id =
:badge.DefinitionId];
NetworkMember member = [select Id, ReputationPoints from
NetworkMember where MemberID = :badge.RecipientId];
member.ReputationPoints = member.ReputationPoints +
badgeDefinition.ReputationPoints_c;
update member;
}
}
}

Assign Recognition Badge When Member Creates Number of Posts or Comments

The ChatterActivity object contains the following useful fields:
• CommentCount
• CommentRecievedCount

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• LikeReceivedCount
• PostCount
These counters can be used to programmatically assign badges based on various thresholds. For example, members could get a badge
whenever they create 100 posts or whenever they received 100 likes.
trigger ChatterActivityTrigger on ChatterActivity (after update) {
for (ChatterActivity ca : Trigger.New) {
if (ca.PostCount >= 10) {
// TODO: assign badge to user if he hasn't received one already
}
}
}

Reputation Overview
Your reputation in the community directly corresponds to how active you are. The more you post,
EDITIONS
comment, and share, the higher your reputation level will be.
Your reputation level appears on your profile page and when any user hovers over your name. It’s Available in: Salesforce
visible to other community members so that they know how influential you are. When you start Classic (not available in all
out in the community, you are at the lowest level. As you become more active in the community, orgs) and Lightning
you gain points and your reputation level increases. Increases in reputation levels are posted to Experience
your feed. In other words, as people see you participating and sharing your knowledge, your Available in: Enterprise,
credibility and influence grows. Performance, Unlimited,
These are the default actions that increase your reputation level. You increase your reputation by: and Developer Editions

• Posting
• Commenting
• Liking a post or comment
• Sharing a post
• People sharing your posts
• People commenting on your posts
• People liking your posts or comments
• Mentioning someone
• Being mentioned
• Asking a question
• Answering a question
• Receiving an answer
• Marking an answer as best
• People marking your answer as best
• Endorsing someone for knowledge on a topic
• Being endorsed for knowledge on a topic
Your administrator defines the activities that help you gain points. They also set the number of points for each action.

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Set Up and Manage Salesforce Communities Reputation Overview

IN THIS SECTION:
Enable Reputation in Your Community
Enable reputation in your community so that members are recognized and rewarded for participating.
Set Up Reputation Levels
Update the default reputation levels to meet your community’s needs and help motivate your members.
Set Up Reputation Points
Set up a point system to reward users for participating in the community.
How is my community reputation calculated?
The reputation level on your profile is calculated based on your total points.

Enable Reputation in Your Community

Enable reputation in your community so that members are recognized and rewarded for
EDITIONS
participating.
A powerful tool for a community manager is the ability to recognize individual members for their Available in: Salesforce
participation. Community managers know that recognition and a little friendly competition usually Classic (not available in all
lead to more active members. Enabling reputation turns on a default point system and set of orgs) and Lightning
reputation levels in the community. A community manager can personalize labels and point values Experience
from the Community Management page. Available in: Enterprise,
Members start to accrue points by performing the actions that have assigned point values. Once Performance, Unlimited,
the member exceeds the top of the level’s point threshold, they move up a level. They, and other and Developer Editions
members of the community, see their reputation level on their profile and when hovering over
their name. Total points also show on member’s profiles.
USER PERMISSIONS
Note: When you enable Reputation, Chatter influence is removed from the Contribution
To edit Communities
section on the profile page. settings:
1. Open Community Workspaces or Community Management. • Create and Set Up
Communities
2. Click Administration > Preferences.
AND
3. Select Enable setup and display of reputation levels, then click Save.
Is a member of the
After you enabled reputation, a default point system and set of reputation levels is available on the community whose
Community Management page. The default reputation points are as follows: Community
Management page
Action Points they’re trying to access.

Community Engagement

Write a post 1

Write a comment 1

Receive a comment 5

Like something 1

Receive a like 5

Share a post 1

Someone shares your post 5

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Set Up and Manage Salesforce Communities Reputation Overview

Action Points
Mention someone 1
If your post contains more than one @mention, you get a point
for each @mention.

Receive a mention 5

Questions and Answers

Ask a question 1

Answer a question 5

Receive an answer 5

Mark an answer as best 5

Your answer is marked as best 20

Knowledge

Endorsing someone for knowledge on a topic 5

Being endorsed for knowledge on a topic 20

If your selected community template doesn’t have Chatter enabled, the Reputation section doesn’t appear in Community Management.
To show the Reputation section, go to Administration > Preferences and select Show all settings in Community Management.

SEE ALSO:
Set Up Reputation Levels
Set Up Reputation Points
How is my community reputation calculated?

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Set Up and Manage Salesforce Communities Reputation Overview

Set Up Reputation Levels

Update the default reputation levels to meet your community’s needs and help motivate your
EDITIONS
members.
When reputation is enabled for a community, 10 default levels are added. You can add or remove Available in: Salesforce
levels, give each level a name, and update the point range and image for each level. Classic (not available in all
orgs) and Lightning
Note: A community must have at least three reputation levels and can have up to 50. Experience

1. Open Community Workspaces or Community Management. Available in: Enterprise,

2. If you’re using Community Workspaces, access Reputation by clicking Administration > Performance, Unlimited,
and Developer Editions
Reputation Levels. If you’re using Community Management, access Reputation by clicking
Reputation > Reputation Levels.
From here you can: USER PERMISSIONS
• Upload your own image for each reputation level. Click the default image to browse to an To update reputation levels:
image file and upload a new image. • Manage Communities
Note: You can’t revert to the default reputation level images from the Salesforce AND
user interface. Use the Salesforce Chatter REST API to do this. Is a member of the
community
• Give each level a name, such as “Beginner,” “Intermediate,” and “Expert.” If you don’t assign
a name, the default is used. For example, “Level 1,” “Level 2,” “Level 3.”
• Edit the point range for a level.
When you update the higher value of a level’s point range, the lower value for the next level is automatically adjusted when you
save.

• Add more levels by clicking Add a level, located underneath the list of levels.
• Remove a level by clicking next to the level.

3. Click Save to apply your changes.

You can now update the point system for the community. The point system determines how many points a user gets when they perform
certain actions or when others recognize their contributions by commenting, liking, or sharing their posts. Reputation level increases
are posted to member feeds.
You can translate reputation level names so that international community members can view their reputation levels in the appropriate
language. In Translation Workbench, select the Reputation Level setup component and then expand the node next to your
community.

SEE ALSO:
Set Up Reputation Points

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Set Up and Manage Salesforce Communities Reputation Overview

Set Up Reputation Points

Set up a point system to reward users for participating in the community.
EDITIONS
When reputation is enabled for a community, there is a default point system set up. When users
perform the actions with assigned point values, their total points increase and they start to move Available in: Salesforce
towards the next reputation level. Classic (not available in all
orgs) and Lightning
Note: Only active users accrue points. For example, if an active user likes the post of an Experience
inactive user, the active user gets 1 point, but the inactive user does not get points.
Available in: Enterprise,
The table shows the default events and points. Performance, Unlimited,
and Developer Editions
Action Points
Community Engagement USER PERMISSIONS
Write a post 1 To update reputation points:
Write a comment 1 • Manage Communities
AND
Receive a comment 5
Is a member of the
Like something 1 community

Receive a like 5

Share a post 1

Someone shares your post 5

Mention someone 1
If your post contains more than one @mention,
you get a point for each @mention.

Receive a mention 5

Questions and Answers

Ask a question 1

Answer a question 5

Receive an answer 5

Mark an answer as best 5

Your answer is marked as best 20

Knowledge

Endorsing someone for knowledge on a topic 5

Being endorsed for knowledge on a topic 20

Questions and answers in the community feed are not to be confused with the Chatter Answers functionality.

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Set Up and Manage Salesforce Communities Reputation Overview

Note: In organizations with reputation enabled before the Winter ’15 release, actions associated with questions and answers are
available at the time of the release. Their default point values are set to 0. Existing user reputation points are not affected by the
release, and users don’t accrue points from these actions until you configure point values for them.
1. Open Community Workspaces or Community Management.
2. If you’re using Community Workspaces, access Reputation by clicking Administration > Reputation Points. If you’re using
Community Management, access Reputation by clicking Reputation > Reputation Points.
3. Update the points for each action. If you don’t want users to accrue points for a certain action, set the Points to 0.
4. Click Save.
Point totals show up on profile pages beneath the photo. Point totals are visible to anyone in the community.

Tip: You can directly update reputation points for a community member via the Salesforce API. You can also use Apex triggers
to send custom notifications based on changes to reputation points.

SEE ALSO:
Set Up Reputation Levels

How is my community reputation calculated?

The reputation level on your profile is calculated based on your total points.
EDITIONS
Points are accrued when you perform activities that your community manager has assigned point
values. You could also potentially gain points if your posts or comments draw reaction from other Available in: Salesforce
community members. For example, your community manager may have decided that writing a Classic (not available in all
post earns you 5 points. If someone else shares your post, your community manager may decide orgs) and Lightning
that you should earn 10 points because your post is influencing others to contribute. Experience

Note: Only active users accrue points. For example, if an active user likes the post of an Available in: Enterprise,
inactive user, the active user gets 1 point, but the inactive user does not get points. Performance, Unlimited,
and Developer Editions
Default point values are as follows. Keep in mind that your community manager may have
customized these values. For more information, contact your community manager.

Action Points
Community Engagement

Write a post 1

Write a comment 1

Receive a comment 5

Like something 1

Receive a like 5

Share a post 1

Someone shares your post 5

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Set Up and Manage Salesforce Communities Community Reporting

Action Points
Mention someone 1
If your post contains more than one @mention, you get a point
for each @mention.

Receive a mention 5

Questions and Answers

Ask a question 1

Answer a question 5

Receive an answer 5

Mark an answer as best 5

Your answer is marked as best 20

Knowledge

Endorsing someone for knowledge on a topic 5

Being endorsed for knowledge on a topic 20

SEE ALSO:
Enable Reputation in Your Community

Community Reporting
Use community reporting to see short-term and long-term trends in various areas of your community.
EDITIONS
The preconfigured AppExchange package makes reporting a snap for community managers. You
can also give the power of reporting to your community members. Available in: Salesforce
Classic (not available in all
IN THIS SECTION: orgs) and Lightning
Experience
Report on Communities with the AppExchange Packages for Community Management
The Salesforce Communities Management packages give community managers an essential Available in: Enterprise,
starter set of dashboards and reports to keep tabs on activity and engagement directly in Performance, Unlimited,
Community Management or Community Workspaces. and Developer Editions

Service Community Scorecard

Track member use, service metrics, and search activity using the Service Community Scorecard.
Set Up Report Management for External Users—Create and Edit Reports
Community partner and customer users can create and edit reports in their own personal folder or in a privately shared folder if they
have sufficient permissions. You can grant partner and customer users permissions to create and edit reports through their profiles
or by using permission sets. After you grant the required permissions, they can use the drag-and-drop Report Builder tool.
Track Community Activity with Custom Reports
Create custom reports to track usage, moderation, and other community activity.

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Community Management

Communities Report and Dashboard Considerations

If the Reports and Dashboards tabs are exposed in the community, external users can access reports and dashboards.
Allow External Users to Report on Tasks and Events
Take the following steps to give access to your portal and community users to report on tasks and events.
Google Analytics™ for Salesforce Communities Package
The Google Analytics for Salesforce Communities package contains pre-configured reports that track search activity within a
community.

Report on Communities with the AppExchange Packages for Community

Management
The Salesforce Communities Management packages give community managers an essential starter
EDITIONS
set of dashboards and reports to keep tabs on activity and engagement directly in Community
Management or Community Workspaces. Available in: Salesforce
Use the Salesforce Communities Management package to: Classic
• Take advantage of the newest features using preconfigured reports (use the latest package Available in: Enterprise,
version) Performance, Unlimited,
• View the latest metrics and rapidly spot trends and Developer Editions

• Determine how fast your community is growing

• Find out who your most engaged members are USER PERMISSIONS
• Discover which discussions people and groups are most excited about To install AppExchange
• Identify areas in your community that need attention packages:
• Download AppExchange
• Take immediate action on recent activity with Insights reports
Packages
Note: To use the preconfigured Insights reports, your community must use Chatter.

During installation, dashboard and report folders are automatically installed in your internal org. You’ll also have the option to give your
community managers access to the package contents so you don’t have to share the dashboard and report folders with them later. If
you have no previous Insights or dashboards mapped in Community Management or Community Workspaces, they are automatically
mapped for you during installation.
After the package is installed, you can access your new dashboards and reports alongside all your other Salesforce dashboards and
reports. When you view the dashboards in Community Management or Community Workspaces, community-specific data is displayed.

IN THIS SECTION:
What’s New?
For Winter ’19, we added a report that tracks your community’s content delivery network (CDN) usage. When activated, the Community
Cloud CDN can improve the page load times of your community. However, the Community Cloud CDN has an annual usage limit,
so this report helps ensure that your org remains within that limit. We also added a report that lets you see what questions have
best answers (and which don’t) in your community. This data can help you see where your members are engaging most and where
you might need to boost your engagement efforts.
Install the Package
Any internal user with the necessary permissions can install the Salesforce Communities Management package, as long as Salesforce
Communities is enabled in your Salesforce org.

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Community Management

Upgrade Considerations
The cleanest way to upgrade the package is to completely uninstall the existing one. However, this can get complicated and may
cause you to lose your customizations. We recommend reinstalling only if you want to start clean and make sure you have only the
latest and greatest versions of our reports. If you haven’t upgraded for a few releases, the clean slate may be the best approach.
Install the Upgrade
If you have a previously installed version of the package, you can upgrade when a newer package becomes available.
Post-Upgrade Checklist
Upgrading can sometimes be tricky. We give you lots of amazing components each release, but we don’t have the power to
automatically remove components when we create a better version. Make sure you review the Unsupported Components list. If you
haven’t made any customizations to our reports and dashboards, we recommend that you delete all the unsupported components.
Insights Vs. Dashboards—What’s the Difference
Use Insight reports to view, monitor, and act on your community’s activity. These reports give you a super-focused look at a specific
area while helping you with day-to-day community management. Insights can help you prioritize your work and give you instant
access to what matters most.
Service Community Scorecard
Some of the most common feedback we get is that community managers need a single dashboard providing information about
the success of a community. In Summer ‘17, we announced the Service Community Scorecard. It gives community managers for
self-service and support communities the information they need all in one place. If your community is not a service community, use
it as inspiration or a starting point to create your own scorecard.
Community Management Insights
The Salesforce Communities Management package provides a set of reports that let you monitor recent activity and drill down to
the source to take further action.
Community Management Dashboards Descriptions
The Salesforce Communities Management package provides a set of dashboards, each with its own source reports, and a set of
custom report types. The available reports depend on whether you install the package for communities that have Chatter, or the
package for communities that don’t.
Salesforce Org Dashboard and Report Descriptions
You must view the Chatter and Licenses dashboards and reports from your internal Salesforce org.
Custom Report Type Descriptions
The reports in this package are based on a set of communities-focused custom report types, which you can customize to enhance
reporting capabilities with more fields.
The Power of Customization
The dashboard and reports provided in the package are a great start, but they may not be exactly what your community needs. With
a few simple steps, you can customize the provided dashboards and reports to suit your needs. To customize a report, open the
Reports tab and click the report name you want to modify, then click Customize.
Community Case Deflection Metrics Dashboard and Reports
Install the Salesforce Case Deflection Reporting Package to see how well the Contact Support Form and Case Deflection components
actually deflect cases from being created. Using the Community Case Deflection Metrics dashboard, get real-time metrics on potential
and confirmed case deflections, the most helpful articles and discussions, and the least helpful articles and discussions.

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Community Management

Unsupported Components
The following list identifies which reports are not supported in this release. If you are installing the package for the first time or are
installing the package from scratch, you don’t need to worry about these as they will not show up. If you are updating, be sure to
remove these components.

SEE ALSO:
Enable and Map Engagement Insights for Community Managers
Enable and Map Dashboards for Community Managers
What’s the difference between Engagement Insights and dashboards?

What’s New?
For Winter ’19, we added a report that tracks your community’s content delivery network (CDN)
EDITIONS
usage. When activated, the Community Cloud CDN can improve the page load times of your
community. However, the Community Cloud CDN has an annual usage limit, so this report helps Available in: Available in:
ensure that your org remains within that limit. We also added a report that lets you see what Enterprise, Performance,
questions have best answers (and which don’t) in your community. This data can help you see Unlimited, and Developer
where your members are engaging most and where you might need to boost your engagement Editions
efforts.

Tip: The symbol identifies all the new components in this release.

Report Abbreviations
You may notice one or two letters or symbols at the front of some report names. They are a bit of shorthand to help keep the report
names at a reasonable length. Here’s a quick rundown of what they mean.
• # - Number of Records
• A - Activity
• C - Content
• CH - Chatter
• CH D - Chatter Activity by Department
• G - Groups
• L - Logins
• L - CC - Logins for Customer Community License
• L - CP - Logins for Customer Community Plus License
• L - PC - Logins for Partner Community License
• M - Members
• MO - Moderation
• O - Overview
• Q - Questions
• R - Recommendations
• S - Self-Service Community
• T - Topics

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Enable Community Workspaces

Community Workspaces is our fantastic new community management interface, and the replacement for the old Community Management
Console. Eventually all the orgs will move to Community Workspaces, so now is a great time to explore all the new management tools
not found on the Community Management Console. To enable Community Workspaces, in Setup, enter Communities in the Quick
Find box and click Communities Settings. Under Community Management Settings, select Enable Community Workspaces.
Community Workspaces are enabled by default in all orgs created after Spring ’17.

Note: Internet Explorer® version 11 does not support Community Workspaces.

What’s Different Between Community Workspaces and Community Management?

Community Workspaces offers a streamlined area to access all the tools that you need for building, managing, and tracking your
community. Even though it looks different, everything you use is still there. Some things have been moved around a bit.
• Engagement reports have been moved into the Dashboard workspace. Reporting dashboards and your Home dashboards are also

located in the Dashboard workspace.

• Moderation pages have been organized into separate areas within the Moderation workspace. You can access moderation Insights
from the Home tab and create and customize moderation rules, member criteria, and content criteria from the Rules tab.
• Want to jump to another workspace from the workspace you are in? It’s easy! Click the icon in the upper-left corner and a navigation
dropdown menu appears. You can also switch between communities without leaving Community Workspaces.

Note: We encourage you to switch to Community Workspaces, as no further enhancements are coming to the Community
Management Console.

IN THIS SECTION:
Salesforce Community Management Package with Chatter
The Community Management package delivers the insights, dashboards, reports, and moderation controls community managers
need, to drive adoption, monitor engagement, and build a vibrant community.
Salesforce Community Management Package Without Chatter
The Community Management package delivers the dashboards and reports community managers use, to drive adoption, monitor
engagement, and build a vibrant community.

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Salesforce Community Management Package with Chatter

The Community Management package delivers the insights, dashboards, reports, and moderation
EDITIONS
controls community managers need, to drive adoption, monitor engagement, and build a vibrant
community. Available in: Salesforce
In this addition to version 12.0, we added two reports: Classic (not available in all
orgs) and Lightning
• Community CDN Usage Report
Experience
• Questions With and Without Best Answers
Available in: Enterprise,
Unsupported old reports and dashboards—if you’re upgrading, remove these components manually. Performance, Unlimited,
and Developer Editions

Salesforce Community Management Package Without Chatter

The Community Management package delivers the dashboards and reports community managers
EDITIONS
use, to drive adoption, monitor engagement, and build a vibrant community.
In this addition to version 9.0, we added one report. Available in: Salesforce
Classic (not available in all
• Community CDN Usage Report
orgs) and Lightning
Unsupported Components—if you’re upgrading, remove these components manually Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Install the Package

Any internal user with the necessary permissions can install the Salesforce Communities Management
EDITIONS
package, as long as Salesforce Communities is enabled in your Salesforce org.
If you’re upgrading from a previous version of this package, review the Upgrade Considerations Available in: Salesforce
and then follow the steps in Install the Upgrade. Be sure to check the unsupported components Classic (not available in all
list and delete them from your organization. orgs) and Lightning
Experience
Note: To install the version of the package for Communities with Chatter, Chatter must be
enabled. There are no prerequisites to install the version of the package for communities Available in: Enterprise,
without Chatter. Performance, Unlimited,
and Developer Editions
1. Select AppExchange from the Lightning Platform Apps drop-down list. You can also click here.
2. Search the AppExchange site for Salesforce Communities Management (for Communities with
USER PERMISSIONS
Chatter) or Salesforce Communities Management (for Communities without Chatter).
3. Click Get It Now on the application information page. If prompted, log in to the AppExchange. To install packages:
• Download AppExchange
4. Click Install in Production. Packages
5. Review the terms and conditions, select I have read and agreed to the terms and conditions,
then click Confirm and Install.
6. Click Install for Specific Profiles to grant access to the users working with the reports and dashboards.
7. Review the list of API access that the package components have been granted access to, then click Next.
8. Click Install.

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Example: Report folder mapping in the Dashboard workspace of Community Workspaces.

If this is your first time installing the package, or you don’t have any current mappings for your Community Management or
Community Workspaces, the package automatically maps the Insights report folders and dashboards for you.

Note: If you have an earlier version of the package installed, you may want to uninstall it before reinstalling the new version.
However, if you’ve customized any of your reports, you can upgrade the package without uninstalling your current version.
Click here for more information about what to consider when upgrading.
The Installed Package Detail page confirms when installation is complete. In your Salesforce org, look in the Reports tab for the
following folders.

Folder Name Description Package Package

with Chatter without
Chatter
Communities Provides the License Usage 1.0 dashboard.
Dashboards

Lightning Communities Includes dashboards that map to Dashboards in

Dashboards Community Management and Community
Workspaces, including your home page.

Note: Installing the package doesn’t

auto-map a dashboard for your home page,
you must map one yourself.

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Folder Name Description Package Package

with Chatter without
Chatter
Communities Reports Provides the reports used in your Community
Management dashboards. These reports are used
in the dashboards in Dashboards > Reporting if
you are using Community Workspaces.

Community Provides the reports used in your Community

Management Home Management home dashboard.
Reports

Insights Adoption 2.0 Each folder includes reports for the mapped
Insights pages in Community Management >
Insights Activity 2.0 Engagement or in Dashboards > Engagement
Insights Files 2.0 if you are using Community Workspaces.
Insights Groups 2.0
Insights Self-Service 2.0
Insights Topics 2.0
Members Engagement

Moderation Audit Trail Each folder includes reports for the mapped
Insights pages in Community Management >
Moderation Flagged Moderation or in Moderation > Moderate if
Moderation Pending you are using Community Workspaces.
Moderation Users

Flagged Files Provides the Flagged Files Report.

Flagged Messages Provides the Flagged Direct Message Report and

Flagged Private Message Report.

Misc Communities Provides reports that are feature-dependent, such

Reports as reports that require Chatter messages, direct
messages, or the community case feed.

Chatter Dashboards Provides reports and dashboards to track Chatter

Chatter Reports usage in your internal Salesforce org.

Note: These folders don’t map to anything

in Community Management or Community
Workspaces

Note: If you are installing the package for Communities without Chatter, you also still have a Community Management
Home Dashboards folder.

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Upgrade Considerations
The cleanest way to upgrade the package is to completely uninstall the existing one. However, this
EDITIONS
can get complicated and may cause you to lose your customizations. We recommend reinstalling
only if you want to start clean and make sure you have only the latest and greatest versions of our Available in: Salesforce
reports. If you haven’t upgraded for a few releases, the clean slate may be the best approach. Classic (not available in all
If you choose to just go ahead and upgrade, don't worry--during the upgrade, your customizations orgs) and Lightning
are preserved. We don’t overwrite anything you’ve tweaked. However, we can’t port over your Experience
customizations to any new versions of reports or dashboards that we happen to be installing. That's Available in: Enterprise,
ok. The old, customized versions will keep working just fine. Performance, Unlimited,
But, if we update existing reports or dashboards, we do recommend that you recreate any and Developer Editions
customizations you’ve made and then delete the older component versions

Note: Versioning is handled at the component level: dashboards, reports, and custom report
types. If a component is updated, its version is updated. For a list of new components, see
What’s New?. Because of the way we map Insights reports in Community Management, we
also version the Insights folders. If we make major changes to Engagement or Moderation,
we provide an updated version of each Insights folder within that page.

Install the Upgrade

If you have a previously installed version of the package, you can upgrade when a newer package
EDITIONS
becomes available.
Upgrading doesn’t overwrite the original custom report types, dashboards, or reports. Available in: Salesforce
Classic (not available in all
Important: Customizations are not ported to the new package. If we updated components orgs) and Lightning
that you’ve customized, you must recreate your customizations in the new component Experience
versions. Recreate your customizations before continuing to the next step.
Available in: Enterprise,
1. Review the upgrade considerations. Performance, Unlimited,
2. Install the Package. Installing an upgrade is just like a clean install. After you install the package, and Developer Editions
click Reports in your internal Salesforce org to check out your new folders and components.
Dashboard and report names are suffixed with version numbers so you can easily identify the
USER PERMISSIONS
new items.
3. Review What’s New? to see if we updated any components that you’ve customized. You can To install packages:
also look for this symbol in the document to identify new components. • Download AppExchange
Packages
4. In Community Management or the Dashboard workspace, review and update your dashboard
and Insights mappings. Click Dashboards > Settings or Engagement > Settings.
We recommend that you verify your dashboard mappings are using the latest version of all the dashboards.

5. If applicable, delete any reports, dashboards, or custom report types that were updated or are now unsupported to avoid confusion
and ensure your community managers always use the latest and greatest.
For more information, see What’s New? and Unsupported Components.

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Post-Upgrade Checklist
Upgrading can sometimes be tricky. We give you lots of amazing components each release, but
EDITIONS
we don’t have the power to automatically remove components when we create a better version.
Make sure you review the Unsupported Components list. If you haven’t made any customizations Available in: Salesforce
to our reports and dashboards, we recommend that you delete all the unsupported components. Classic (not available in all
If you’re upgrading to the Communities Management (for Communities with Chatter) package, orgs) and Lightning
complete these steps: Experience

• Delete all the reports in the original Insights folders and also delete those original folders. Available in: Enterprise,
Then in Community Management, update your mapping to use the Insights 2.0 folders. For Performance, Unlimited,
example, you can delete the Insights Adoption folder and all of its contents, but keep the and Developer Editions
Insights Adoption 2.0 folder. Keep in mind that if you made any customizations to the Insights
reports, they don’t port over to the updated versions, and you’ll lose those customizations if
you delete those reports.
• Make sure the License Usage 1.0 dashboard is not mapped in Community Management. View this dashboard only in your
internal Salesforce org, not in Community Management.
• If you still see version numbers on your Communities Dashboards and Communities Reports folders, remove them from the
folder names and merge all the reports into one folder. Your reports and dashboards aren’t affected by renaming the folders. Review
the list of report and dashboard folders that should be included in your org.

Insights Vs. Dashboards—What’s the Difference

Use Insight reports to view, monitor, and act on your community’s activity. These reports give you
EDITIONS
a super-focused look at a specific area while helping you with day-to-day community management.
Insights can help you prioritize your work and give you instant access to what matters most. Available in: Salesforce
Use Dashboards to view your community’s analytics, such as metrics and trends on activity. Classic (not available in all
Dashboards give you mid-term to long-term views on adoption and engagement in your community. orgs) and Lightning
They help you monitor return on investment (ROI) and key performance indicators (KPI). Experience

You can visit theDashboards tile > Dashboards > Activity page to track total posts and Available in: Enterprise,
comments including overall contribution trends in your community. Performance, Unlimited,
and Developer Editions

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Service Community Scorecard

Some of the most common feedback we get is that community managers need a single dashboard providing information about the
success of a community. In Summer ‘17, we announced the Service Community Scorecard. It gives community managers for self-service
and support communities the information they need all in one place. If your community is not a service community, use it as inspiration
or a starting point to create your own scorecard.
How do you get the Service Community Scorecard? If you are installing this package for the first time, it automatically maps to your
dashboards home tab. If you are updating to this package, you have to map manually.
Got it? Great! We prepopulated the scorecard to get you up and running. However, you can always customize it to best fit your community.
More info on that part in a bit. Here’s what you start out with:
• Membership: Three reports, broken down into contributors and observers. Make sure that Reputation is on to get the most out of
the Top 10 Members by Reputation report.
– Total Members
– Daily Active Users
– Top 10 Members by Reputation

• Information Discovery: Two reports that show what users are not finding in the community. A great report to add next to these
new reports is “Most Viewed Articles”, but it’s part of a different AppExchange package. See
https://appexchange.salesforce.com/listingDetail?listingId=a0N30000003HXO9EAO for details.
– Top Unanswered Questions
– Searches with No Results (30 Days)

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• New Members: Three reports that tell you how many new members have joined your community and whether they have profile
photos, a strong sign of their engagement.
– New Members (7 Days)
– New Members with Profile Pic
– New Members (90 Days)

• Cases: Three reports all about customer cases. These reports include all cases in your org, not just those cases created through the
community. We recommend marking cases created in the community so you can filter to just those particular cases.
– Cases Opened
– Case Resolution Time
– Oldest Open Cases

• Topics and Questions: Two reports that let you keep tabs on hot topics and open questions vs. questions that have been marked
with a best answer.
– Topics Most Talked About 3.0
– Questions vs. Best Answers

Ready to customize the Service Community Scorecard or use it to create your own scorecard? Go to your internal org and click the
Dashboard tab. Search for “Service Community Scorecard” and click Edit to add or remove reports or change the name of your scorecard.

SEE ALSO:
Enable and Map Dashboards for Community Managers

Community Management Insights

The Salesforce Communities Management package provides a set of reports that let you monitor
EDITIONS
recent activity and drill down to the source to take further action.

Important: Insights are only available in the Communities Management AppExchange Available in: Salesforce
package with Chatter. Classic (not available in all
orgs) and Lightning
When you view Insights in Community Management or Community Workspaces, reports Experience
automatically display data specific to the community you’re managing. Insights reports are arranged
into two sections in the Dashboards workspace, Engagement and Moderation. Available in: Enterprise,
Performance, Unlimited,
Actionable Insights are available in all orgs with Communities. All you need is a report to use them and Developer Editions
with. Each Insights report has different actions. Insights report, click to edit the actions assigned
to the report. You can find more information about viewing, customizing and configuring Insights
and actions in the Salesforce help.

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Tip: Insights let you know how the report is filtered.

You can edit this label to be more descriptive.

1. Use the tables in this document to identify the custom report type for your Insights report.
2. In your internal Salesforce org, from Setup enter Report Types in the Quick Find box, and then select Report Types.
3. Click the name of the custom report type you want to edit, then click Edit Layout.
4. To change a label, select the field you want to update and click Edit Properties and then save your work.
5. Verify your changes in Community Management or Community Workspaces.

You can learn more about editing field layouts in the Salesforce Help.

IN THIS SECTION:
Adoption Insights
Use the Adoption Insights page to monitor member activity.
Activity Insights
Use the Activity Insights page to track posts and comments in groups.
Files Insights
Use the Files Insights page to monitor file uploads and downloads, including files receiving lots of comments. With Files Insights,
you can monitor files by community engagement and file type.

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Groups Insights
Use the Groups Insights page to help manage your groups.
Moderation Insights
Use the Moderation Insights page to track flagged posts, files, messages, and content flagged by moderation rules.
Self-Service Insights
Use the Self-Service Insights page to track questions and answers in user profiles, including questions escalated to cases.
Topics Insights
Use the Topics Insights page to keep an eye on recent topics.

Adoption Insights
Use the Adoption Insights page to monitor member activity.
With Adoption Insights, you can:
• Identify and welcome your new members
• Drive adoption and engagement in your community
• Re-engage with your community’s top contributors

Report Name Description Custom Report Type

Active Members Members who logged in to your community in the last 7 days with Network Member Activity 1.0
Chatter activity, such as a post or like.

Active Members With No Picture Members without a user profile picture who logged in to your Chatter Activity 1.0
community in the last 7 days.

Contributors Inactive For 7+ Members with the most posts and comments who are now Network Member Activity 1.0
Days 2.0 inactive. These members haven't logged in to the community in
the last 7 days, but have logged in once during the last 30 days.
This report includes only members with more than 5 posts or 5
comments.

Important: Adjust the report filters to fit your community.

Influencers Inactive For 7+ Days Members with the most likes and comments received who are Network Member Activity 1.0
2.0 now inactive. These members haven't posted in the last 7 days,
but have logged in to the community in the last 30 days. This report
includes only members with at least 5 likes or 5 received comments.

Important: Adjust the report filters to fit your community.

Influencers With No Picture Members with the most likes and comments received, who have Chatter Activity 1.0
no user profile picture. This report includes only members with at
least 5 likes or 5 received comments.

Important: Adjust the report filters to fit your community.

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Report Name Description Custom Report Type

New Contributors With No Members without a user profile picture, who registered in the last Chatter Activity 1.0
Picture 7 days and also posted or commented recently.

New Active Members New members who registered in the last 7 days. For the package Network Member Activity 1.0
with Chatter. the report also includes Chatter activity, such as a
post or like.

Recent Contributors 2.0 New members active in Chatter groups or user profiles in the last Network Members 3.0
7 days, sorted by most recent activity.

Recent Contributors With No New members without a user profile picture, active in Chatter Network Members 3.0
Picture groups or user profiles in the last 7 days, sorted by most recent
activity.

Recent Logins Successful External users with the most recent successful logins to the Network Login History 5.0
community during the last 7 days. This report only includes direct
logins to the community. If a user logs into an org and then
switches to a community, their login activity isn't included.

Activity Insights
Use the Activity Insights page to track posts and comments in groups.
With Activity Insights, you can:
• Moderate recent discussions, including identifying posts with no comments
• Monitor your community’s hot discussions
• Moderate group activity from new members

Report Name Description Custom Report Type

New Discussions 2.0 New group discussions created in the last 7 days, sorted by the Network Groups Activity 3.0
newest post.

New Members' Comments 2.0 Group comments created in the last 7 days by a member who Network Groups Activity 3.0
registered in the last 30 days. This report is sorted by the highest
number of likes.

New Members' Posts 2.0 Group posts created in the last 7 days by a member who registered Network Groups Activity 3.0
in the last 30 days.

Recent Discussions Group discussions created in the last 30 days. Network Groups Activity 3.0

Files Insights
Use the Files Insights page to monitor file uploads and downloads, including files receiving lots of comments. With Files Insights, you
can monitor files by community engagement and file type.

Report Name Description Custom Report Type

Files With Activity Files with comments, likes, or downloads. File and Content Report

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Report Name Description Custom Report Type

New Image Files 2.0 Image files uploaded in the last 7 days, sorted by the most recent File and Content Report
upload.

New Office Files 3.0 Office files uploaded in the last 7 days, sorted by the most recent File and Content Report
upload.

New Video Files 2.0 Video files uploaded in the last 7 days, sorted by the most recent File and Content Report
upload.

Recent Files (All) 2.0 Files uploaded in the last 7 days, sorted by the most recent upload. File and Content Report

Groups Insights
Use the Groups Insights page to help manage your groups.
With Groups Insights, you can:
• Moderate newly created groups
• Manage groups with deactivated or inactive owners
• Manage groups that will soon be archived

Report Name Description Custom Report Type

Best Answers From Groups 1.0 Best Answers created in last 7 days from Groups, sorted by the Network Group Q&A Activity 1.0
most recent answers.

Groups Recently Archived 2.0 Groups that were automatically archived in the last 15 days, sorted Network Group Membership 3.0
by the most recent contribution date. The report doesn't include
groups manually archived by a user.

Groups Soon To Be Archived 2.0 Groups that are scheduled to be archived in the next 15 days, sorted Network Group Membership 3.0
by the soonest archive date.

Groups With Deactivated Groups with owners that are deactivated. These groups are active Network Group Membership 3.0
Owners 2.0 and haven't been archived.

Groups With Inactive Owners 2.0 Groups with owners who didn't log in to the community in the Network Group Membership 3.0
last 30 days. These groups are active and haven't been archived.

New Groups Groups added in the last 7 days. Network Group Membership 3.0

Questions From Groups 1.0 Questions created in the last 7 days from groups, sorted by most Network Groups Q & A Activity
recent. 1.0

Questions With New Answers Questions with answers created in last 7 days from groups, sorted Network Groups Q & A Activity
From Groups by most recent answer. 1.0

Questions Without Answers Questions created in the last 7 days without answers from groups, Network Groups Q & A Activity
From Groups 1.0 sorted by most recent question. 1.0

Questions With Answers From Questions created in the last 7 days with answers from new groups, Network Groups Q & A Activity
New Groups 1.0 sorted by most recent question. 1.0

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Report Name Description Custom Report Type

Questions From New Groups 1.0 Questions created in the last 7 days from groups, sorted by most Network Groups Q & A Activity
recent question. 1.0

Moderation Insights
Use the Moderation Insights page to track flagged posts, files, messages, and content flagged by moderation rules.
With Moderation Insights, you can:
• Monitor content blocked, flagged, or replaced by rules
• Monitor spammers or new members
• Monitor types of flagged messages including notes from customer
• Monitor private messages from new members (for details, see the Misc Communities Reports section)

Report Name Description Custom Report Type

Flagged Comments 3.0 Comments flagged in the last 7 days. Network Moderation Flagged
Comments 2.0

Flagged Files 3.0 Files flagged in the last 7 days. Network Moderation Flagged
Files 2.0

Flagged Private Messages 3.0 Chatter messages flagged in the last 7 days. Network Moderation Flagged
Messages 2.0

Flagged Direct Messages 2.0 Direct Messages flagged in the last 7 days. Network Moderation Flagged
Direct Messages 1.0

Flagged Posts 3.0 Posts flagged in the last 7 days. Network Moderation Flagged
Posts 2.0

Frozen Members 2.0 Members frozen in the last 7 days. Network Frozen Members 2.0

Posts Pending Approval Feed posts pending approval. Network Posts Pending Approval
2.0

Moderation Audit 2.0 All moderation audits in the last 7 days. This includes flagging by Network Activity Audit 1.0
users, moderation rules, and moderator actions.

Self-Service Insights
Use the Self-Service Insights page to track questions and answers in user profiles, including questions escalated to cases.
With Self-Service Insights, you can monitor and act on:
• Recently-created questions
• Questions and answers from new members to help drive adoption
• Questions escalated to cases (for details, see the Misc Communities Reports on page 627 section)

Note: This Insights page supports communities using the Customer Service template.

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Report Name Description Custom Report Type

Best Answers 2.0 Questions with a best answer added in the last 7 days. Network User Activity 3.0

Best Answers From External Questions with a best answer from an external user added in the Network User Activity 3.0
Members 2.0 last 7 days.

Questions 2.0 Questions added in the last 7 days. Network User Activity 3.0

Questions From New Members Questions added in the last 7 days by new members. A member Network User Activity 3.0
2.0 is considered new if they joined the community less than 30 days
ago.

Questions With Answers From Questions with answers from new members in the last 7 days. A Network User Activity 3.0
New Mem 2.0 member is considered new if they joined the community less than
30 days ago. This report is sorted by the most recent question.

Questions With New Answers Questions with a new answer that has been added in the last 7 Network User Activity 3.0
2.0 days. This report is sorted by the most recent answer.

Questions Without A Best Questions with answers in the last 7 days that still don't have a Network User Activity 3.0
Answer 2.0 best answer.

Questions Without Answers 2.0 Questions added in the last 7 days that haven't been answered. Network User Activity 3.0

Questions With and Without All community questions, including answer count, and whether Network Feed Activity
Best Answers there is a best answer.

Topics Insights
Use the Topics Insights page to keep an eye on recent topics.
With Topics Insights, you can:
• Manage topic assignments
• Monitor new topics

Report Name Description Custom Report Type

Topics Added 2.0 Topics created in the last 7 days. Network Topics 3.0

Topics Assigned 2.0 Topics assigned in the last 7 days. Network Topic Assignments 3.0

Topics Most Talked About 2.0 Topics created in the last 7 days with the highest “Talked About” Network Topics 3.0
score.

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Community Management Dashboards Descriptions

The Salesforce Communities Management package provides a set of dashboards, each with its own
EDITIONS
source reports, and a set of custom report types. The available reports depend on whether you
install the package for communities that have Chatter, or the package for communities that don’t. Available in: Salesforce
After installing the package, when you view the dashboards from Community Management or Classic (not available in all
Community Workspaces, reports automatically display data specific to the community you’re orgs) and Lightning
accessing the report from. To view data from across all your communities, view the dashboard in Experience
your internal Salesforce org. Available in: Enterprise,
Important: For the package without Chatter, you only get: two home dashboards and the Performance, Unlimited,
Overview, Members, and Licenses Usage dashboards. and Developer Editions

Note:
• Trending metrics are calculated daily and the calculation starts the day after a release.
Trending metrics work only in Salesforce orgs with an active status. To collect trending
metrics in non-active orgs, contact Salesforce.
• Filtering is not supported on standard report types.

IN THIS SECTION:
Service Community Scorecard
Use the Service Community Scorecard dashboard to track member use, service metrics, and search activity.
Home Dashboard and Reports
When you access Community Management, your home dashboard is the first thing you see. It ensures that you stay up to date and
is customizable to fit your community needs.
Overview Dashboard and Reports
Use the Overview dashboard to track membership growth, login trends, and members’ post and comment activity in Chatter.
Activity Dashboard and Reports
Use the Activity dashboard to track engagement and activity levels, based on members’ Chatter activity.
Chatter Edits Reports
Use these reports to track Chatter edits in your community.
Community Search Dashboard and Reports
Use the Community Search Dashboard to track search activity in the community.
Files Dashboard and Reports
Use the Content dashboard to track content uploads, downloads, engagement, and content creators.
Custom Recommendations Dashboard and Reports
Use the Custom Recommendations dashboard to see how your community's custom recommendations are doing.
Groups Dashboard and Reports
Use the Groups dashboard to monitor feed and member activity in Chatter groups.
Members Dashboard and Reports
Use the Members dashboard to track community membership, new members added, and external member logins over time.
Moderation Dashboard and Reports
Use the Moderation dashboard to track community moderators’ and members’ flagging activity.

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Q&A Dashboard and Reports

Use the Q & A dashboard to track recent activity for questions, answers, and best answers posted in groups
Self-Service Dashboard and Reports
The Self-Service dashboard tracks activity in the self-service template.
Topics Dashboard and Reports
Use the Topics dashboard to track your community topics.
Misc Communities Reports
The reports provided in this folder are feature-dependent or require special user permissions. You can add these reports to Insights
folders or dashboards in Community Management or Community Workspaces. These reports are provided in the Misc Communities
Reports folder.

Service Community Scorecard

Use the Service Community Scorecard dashboard to track member use, service metrics, and search activity.
Understanding the health of your self-service community takes more than just keeping up with spam. Healthy communities allow for
effective collaboration, provide quick resolutions to issues, and are full of engaged, active members. The Service Community Scorecard
helps you track all this information in one place.

Report Name Description Custom Report Type

Total Members Total Number of community members. Network Members 3.0

Daily Active Users Daily report of contributors and observers in the community. Network User Participation Daily
Metrics

Top 10 Members By Reputation Top 10 community members ranked by Reputation points. Network Members 2.0

Top Unanswered Questions Top unanswered questions with the most likes. Network User Activity 2.0

Searches With No Results (30 Searches yielding zero results within the last 30 days. Community Search 2.0
Days)

New Members (7 Days) New members within the last 7 days. Network Members 3.0

New Members with Profile Pic New member report indicating which members have added a Network Members 3.0
profile picture and which have not.

New Members (90 Days) New members within the last 90 days. Network Membership Daily
Metrics 2.0

Cases Opened Ratio of open cases to closed cases. Cases

Case Resolution Time Weekly report on the average case resolution time. Cases

Oldest Open Cases Report on open cases ranked from oldest to newest. Cases

Topics Most Talked About 3.0 Topics created in the last 7 days with the highest “Talked About” Network Topics 3.0
score.

Questions vs. Best Answers Daily report comparing the number of questions asked to the Network Activity Daily Metrics
number of best answers given. 2.0

Active Members Number of active members. Network Members 3.0

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Home Dashboard and Reports

When you access Community Management, your home dashboard is the first thing you see. It ensures that you stay up to date and is
customizable to fit your community needs.
In Summer '17, we are shipping a new dashboard called Service Community Scorecard as the default Home dashboard. If you have a
service community, this is definitely the Home dashboard you will want to use.

If you have another type of community, you may want to pick from the older set of Home dashboards available. We provide dashboards
for short-term and long-term data, with options for self-service communities and communities with or without Chatter.

Note: If you are installing the package for the first time, you will automatically see the Service Community Scorecard as your
Home dashboard. If you are upgrading, you will have to map the scorecard to Home manually.
To change the mapping of the dashboard, go to Dashboards > Settings in Community Management. If you’ve enabled Community
Workspaces, the Home dashboard is in the Dashboards workspace.

IN THIS SECTION:
Home Dashboards
For the package with Chatter, these dashboards are provided in the Lightning Communities Dashboards folder. For the package
without Chatter, these dashboards are in the Community Management Home Dashboards folder.
Home Reports
These reports are provided in the Community Management Home Reports folder.

Home Dashboards
For the package with Chatter, these dashboards are provided in the Lightning Communities Dashboards folder. For the package
without Chatter, these dashboards are in the Community Management Home Dashboards folder.

Dashboard Name Description Package with Package

Chatter Without Chatter
Service Community Scorecard Dashboard for communities with Chatter.

Activity in Your Community

in the Last 90 Days

Activity in Your Community

in the Last 12 Months

Activity in Your Self-Service Dashboard for self-service communities, such as communities

Community in the Last 90 using the Napili template.
Days

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Dashboard Name Description Package with Package

Chatter Without Chatter
Activity in Your Self-Service
Community in the Last 12
Months

Activity in Your Community Dashboard for communities without Chatter.

in the Last 30 Days

Activity in Your Community

in the Last 12 Months

Home Reports
These reports are provided in the Community Management Home Reports folder.

Report Name Description Custom Report Type Package Package

with Chatter Without
Chatter
Active Contributors Total number of members who created a post or Network Login History
comment in the last 30 days in groups of user 5.0
profiles.

Active Users Total number of external users who logged in at Network Login History
least once in the last 30 days. 5.0

Answers Total number of answers in the last 30 days. Network Activity Daily
Metrics 2.0

Best Answers Total number of best answers in the last 30 days. Network Activity Daily
Metrics 2.0

Best Answers - Daily Daily trending report on best answers in the last Network Activity Daily
Trend 30 days. Metrics 2.0

Best Answers - Monthly Monthly trending report on best answers in your Network Activity Daily
Trend community. Metrics 2.0

Best Answers - Weekly Weekly trending report on best answers in your Network Activity Daily
Trend community. Metrics 2.0

Comments Total number of comments in groups and user Network Activity Daily
profiles in the last 30 days. Metrics 2.0

Contributions Total number of posts and comments in the last Network Activity Daily
30 days across groups and user profiles. Metrics 2.0

Contributions - Monthly Monthly trending report on the number of posts Network Activity Daily
Trend and comments in groups or user profiles in your Metrics 2.0
community.

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Report Name Description Custom Report Type Package Package

with Chatter Without
Chatter
Contributions - Weekly Weekly trending report on the number of posts Network Activity Daily
Trend and comments in groups or user profiles in the Metrics 2.0
last 90 days.

File Activity - Monthly Monthly trending report on the total number of File and Content Report
Trend files uploaded and downloaded in groups or user
profiles in the last 12 months.

File Downloads Total number of files downloaded from groups File and Content Report
or user profiles in the last 30 days.

File Uploads Total number of files uploaded to groups or user File and Content Report
profiles in the last 30 days.

Logins Total number of logins to the community in the Network Membership

last 30 days. Daily Metrics 2.0

Logins - Daily Trend Daily trending report on member logins in the Network Membership
last 30 days. This report doesn't include Daily Metrics 2.0
employees who log in to your internal Salesforce
org and then switch to the community.

Logins - Monthly Trend Monthly trending report on member logins in Network Membership
your community. This report doesn't include Daily Metrics 2.0
employees who log in to your internal Salesforce
org and then switch to the community.

Logins External - Monthly trending report on customer and partner Network Membership
Monthly Trend member logins in your community. This report Daily Metrics 2.0
doesn't include logins from employees.

Members Total number of members in the community. Network Members 3.0

New Members Total number of new members added to the Network Membership
community in the last 30 days. Daily Metrics 2.0

New Members - Monthly trending report on new members added Network Membership
Monthly Trend in your community. Daily Metrics 2.0

Page Views - Monthly Monthly trending report on the daily page views Network Public Usage
Trend generated by guest users in your community. Daily Metrics 2.0

Page Views - Weekly Weekly trending report on the daily page views Network Public Usage
Trend generated by guest users in your community. Daily Metrics 2.0

Posts Total number of posts in groups and user profiles Network Activity Daily
in the last 30 days. Metrics 2.0

Q&A - Monthly Trend Monthly trending report on questions and Network Activity Daily
answers in your community. Metrics 2.0

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Report Name Description Custom Report Type Package Package

with Chatter Without
Chatter
Q&A - Weekly Trend Weekly trending report on questions and answers Network Activity Daily
in your community. Metrics 2.0

Questions Total number of questions in the last 30 days. Network Activity Daily
Metrics 2.0

Topics Total number of topics assigned to discussions in Network Topic

groups or user profiles in the last 30 days. Assignments 3.0

Total Daily New Total number of new members added to the Network Membership
Members community in the last 30 days. Daily Metrics 2.0

Unique Contributors - Daily trending report on the number of unique Network Public Usage
Daily Trend daily contributors in the last 30 days. A unique Daily Metrics 2.0
contributor is someone who posts or comments
at least once in groups or user profiles.

Unique Contributors - Monthly trending report on the average unique Network Unique
Monthly Trend daily contributors in your community. A unique Contributor Daily
contributor is someone who posts or comments Metrics 2.0
at least once in groups or user profiles.

Unique Visitors - Monthly trending report of the daily unique Network Public Usage
Monthly Trend visitors, people that visited the community at least Daily Metrics 2.0
once that day, in the last 12 months.

Overview Dashboard and Reports

Use the Overview dashboard to track membership growth, login trends, and members’ post and comment activity in Chatter.
With this dashboard, you can see:
• How contributions are trending
• How group membership is trending
• How topics and assignments are trending
• How question and answers are trending
• How files are trending

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Important: For information about the reports provided in the Overview dashboard for the package without Chatter, refer to
what’s installed in your org.

Report Name Description Custom Report On Dashboard?

Type
C - File Activity L90D Reports on the number of uploads and downloads in your File and Content
community in the last 90 days. Report

Contributions - Weekly Trend Weekly trending report on the number of posts and Network Activity
comments in groups or user profiles in the last 90 days. Daily Metrics 2.0

Daily Unique Contributors Unique members contributing a post or comment in the last Network Unique
(Last 90 Days) 90 days. Contributor Daily
Metrics 2.0

MO - Flags L90D Trending report of flagged content in your community in the Network
last 90 days. Moderation 2.0

New Members (Last 90 Days Newly joined members in the last 90 days. Network
Trend) Membership Daily
Metrics 2.0

O - External Logins L90D External logins by community member type in the last 90 Network
days. Membership Daily
Metrics 2.0

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Report Name Description Custom Report On Dashboard?

Type
T - Topics Assigned L90D Topics assigned in the last 90 days. Network Topic
Assignments 3.0

T - Topics Created L90D Topics added in the last 90 days. Network Topics 2.0

Activity Dashboard and Reports

Use the Activity dashboard to track engagement and activity levels, based on members’ Chatter activity.
With this dashboard, you can answer:
• How many posts and comments are there?
• How many members are contributing and are there any members that aren’t contributing?
• Which posts are the most commented on or liked?

Important: This dashboard and its reports are only available in the package with Chatter.

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Report Name Description Custom Report On Dashboard?

Type
A - # Comments Total number of comments in groups and user profiles. Network Activity
Daily Metrics 2.0

A - # Comments L30D Total number of comments in groups and user profiles in the Network Activity
last 30 days. Daily Metrics 2.0

A - # Comments Per Post The average number of comments per post. Network Activity
Daily Metrics 2.0

A - # Comments Per Post The average number of comments per post in the last 30 Network Activity
L30D days. Daily Metrics 2.0

A - # Members Contributing Members who have contributed to Chatter in the last 30 days. Network Members
L30D 2.0

A - # Members Who Never Members who have never contributed to Chatter. Network Members
Contributed 2.0

A - # Posts Total number of posts in groups and user profiles. Network Activity
Daily Metrics 2.0

A - # Posts L30D Total number of posts in groups and user profiles in the last Network Activity
30 days. Daily Metrics 2.0

A - Contributions By Member Trending report on posts and comments in the last 90 days Network Activity
Type L90D in groups and user profiles, sorted by member type. Daily Metrics 2.0

A - Contributions L90D Trending report on posts and comments in the last 90 days Network Activity
in groups and user profiles. Daily Metrics 2.0

A - Unique Contributors By Unique members contributing a post or comment in the last Network Unique
Type L90D 90 days. Contributor Daily
Metrics 2.0

Daily Unique Contributors Unique members contributing a post or comment on a given Network Unique
(Last 90 Days) day in the last 90 days. Contributor Daily
Metrics 2.0

Chatter Edits Reports

Use these reports to track Chatter edits in your community.
These reports aren’t associated with a dashboard, but you can find them in the Communities Reports folder.

Important: These reports are only available in the package with Chatter.

Tip: If you want to report on Chatter edits in your internal Salesforce org, use the reports in the Chatter Reports folder.

Report Name Description Custom Report Type

CH - # Chatter Edits Number of Chatter edits made in the community. Network Chatter Edits 1.0

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Report Name Description Custom Report Type

CH - Chatter Edits By Feed Type Distribution of community Chatter edits by feed type: posts or Network Chatter Edits 1.0
comments.

CH - Chatter Edits By Member Distribution of community Chatter edits by member type: internal, Network Chatter Edits 1.0
Type partner, or customer.

CH - Daily Chatter Edits L30D Daily trend of Chatter edits in the community. Network Chatter Edits 1.0

Community Search Dashboard and Reports

Use the Community Search Dashboard to track search activity in the community.
With the Community Search Dashboard, you can track:
• Which terms are being search for by community members?
• How many members are searching for a term on a specific day?
• How many community users are logged in when they enter a search term?
• What type of community member is searching for a term?

Important: This dashboard and its reports are available only in communities using the Customer Service template using an
uncustomized Search component. Search reports can only run in production environments.

Report Name Description Custom Report On Dashboard?

Type
Autocomplete Click-Through What percentage of autocomplete search results had a Community
% (Last 30 Days) successful click? Searches 2.0

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Report Name Description Custom Report On Dashboard?

Type
Autocomplete Search Usage Are users clicking on suggested search results? Community
(30 Days) Searches 2.0

Logged-In vs Guest Search How many community users are logged in when they enter Community
(Last 30 Days) 2.0 a search term? Searches 2.0

Note: This report has

been enhanced in the
current package.

Most Autocomplete Clicks (30 Which search terms led to the most clicks of suggested search Community
Days) results? Searches 2.0

Number of Results Per Term How many search results are returned per search term? Community
(30 Days) Searches 2.0

Search Frequency by Term Which terms are being searched for by community members? Community
(Last 30 Days) 2.0 Searches 2.0

Note: This report has

been enhanced in the
current package.

Searches by Member Type What type of community member is searching for a term? Community
(Last 30 Days) 2.0 Searches 2.0

Note: This report has

been enhanced in the
current package.

Search Result Outcomes (30 How many searches had results? Community
days) Searches 2.0

Searches w/ No Results, by Which search terms had zero results on any given day? Community
Day (30 Days) Searches 2.0

Searches w/ No Results by What type of community member is searching for a term, Community
Type (30 Days) and did it have results? Searches 2.0

Searches with Zero Results (30 How many search results are returned per search term? Community
Days) Searches 2.0

Files Dashboard and Reports

Use the Content dashboard to track content uploads, downloads, engagement, and content creators.
With this dashboard, you can answer:
• How many file uploads and downloads are there?
• Are there any file trends?
• What type of files are being distributed the most or least?

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• How is file engagement?

• Which members are driving file engagement?

Important: This dashboard and its reports are only available in the package with Chatter.

Report Name Description Custom Report On Dashboard?

Type
C - # File Contributions The total number of file contributions, defined as posts and File and Content
comments. Report

C - # File Downloads The total number of files downloaded. File and Content
Report

C - # File Likes The total number of file likes. File and Content
Report

C - # File Shares The total number of files shares. File and Content
Report

C - # File Uploads The total number of files uploaded. File and Content
Report

C - File Activity By File Type Reports on the types of files uploaded and downloaded in File and Content
L90D your community. Report

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Report Name Description Custom Report On Dashboard?

Type
C - File Activity L90D Reports on the number of uploads and downloads in your
community in the last 90 days.

C - File Sharing Monthly Monthly trending report on the number of file shares in your File and Content
community. Report

C - File Uploads Distribution Distribution of files uploaded by file type. File and Content
By Type Report

C - New Files Trending By Files uploaded in the last 30 days with the most posts and File and Content
Contributions comments. Report

C - New Files Trending By Files uploaded in the last 30 days with the most downloads. File and Content
Downloads Report

C - New Files Trending By Files uploaded in the last 30 days with the most likes. File and Content
Likes Report

C - Top 10 Users - Most File Top 10 users who received the largest number of posts and File and Content
Contrib L30D comments on their files in the last 30 days. Report

Note: This report is not included on the Content

dashboard. If you want to use it, edit the dashboard
and remove an existing report to add it.

C - Top 10 Users - Most File Top 10 users who received the largest number of likes on File and Content
Likes L30D their files in the last 30 days. Report

Note: This report is not included on the Content

dashboard. If you want to use it, edit the dashboard
and remove an existing report to add it.

C - Top 10 Users - Most File Top 10 users who uploaded the largest number of files. File and Content
Uploads Report

Custom Recommendations Dashboard and Reports

Use the Custom Recommendations dashboard to see how your community's custom recommendations are doing.
You can see how often your recommendations are viewed, clicked, or dismissed. You can view data for individual recommendations or
across channels.
With this dashboard you can answer:
• Which recommendations are being clicked the most?
• Which recommendations are being rejected the most?
• Are my custom channels helping my recommendations?

Important: This dashboard and its reports are only available in the package with Chatter.

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IN THIS SECTION:
Recommendations FAQ
Frequently asked questions about recommendations.

Recommendations FAQ
Frequently asked questions about recommendations.
What does it mean when a recommendation is served?
A recommendation is served when it's displayed on a page, including when the page refreshes.
What does it mean when a recommendation is accepted?
A recommendation is accepted when a member clicks the button text, such as "Buy Now."
What does it mean when a recommendation is rejected?
A recommendation is rejected when a member clicks "I'm not interested."
How is the acceptance rate calculated?
The acceptance rate equals the total number of times a member clicks the recommendation, divided by the total number times the
recommendation was served (displayed) in your community. For example, if a custom recommendation is clicked by 100 members and
it was served 1,000 times, the acceptance rate is 10%.
How is the rejection rate calculated?
The rejection rate equals the total number of times a member dismisses the recommendation, divided by the total number of times the
recommendation was served (displayed) in your community. For example, if a custom recommendation is dismissed 100 times and it
was served 1,000 times, the rejection rate is 10%.
What are channels?

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Channels group recommendations together so you can determine where they show up in your community.

Report Name Description Custom Report On Dashboard?

Type
R - Channel Details for your custom recommendation channels. This Network Custom
Recommendations Details includes information about your channels being served the Recommendations
most, accepted the most, or rejected the most. 1.0

R - Channel Custom recommendation channel trends by acceptance rate, Network Custom

Recommendations L90D rejection rate, and number of times it was served (displayed) Recommendations
in the last 90 days. 1.0

R - Custom Details for your custom recommendations. This includes Network Custom
Recommendations Details information about your recommendations being served the Recommendations
most, accepted the most, or rejected the most. 1.0

R - Custom Top custom recommendations over time. This includes details Network Custom
Recommendations L90D about how many of your custom recommendations were Recommendations
served, accepted (clicked), or rejected (dismissed) in the last 1.0
90 days.

Groups Dashboard and Reports

Use the Groups dashboard to monitor feed and member activity in Chatter groups.
With this dashboard, you can answer:
• Which groups are most active?
• Which groups are growing the fastest?
• Who are the top contributors?
• How many posts and comments are there in groups?

Important: This dashboard and its reports are only available in the package with Chatter.

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Report Name Description Custom Report On Dashboard?

Type
G - # Group Comments Total number of comments in active groups. Network Group
Activity 3.0

G - # Group Comments L30D Total number of comments in active groups, in the last 30 Network Group
days. Activity 3.0

G - # Group Comments Per Total number of comments per post in groups, in the last 30 Network Activity
Post days. Daily Metrics 2.0

G - # Group Comments Per Total number of comments per post in groups. Network Activity
Post L30D Daily Metrics 2.0

G - # Group Members Total number of active members across all non-archived Network Group
groups. Members 2.0

G - # Group Members Added Total number of active members added in the last 30 days Network Group
L30D across all non-archived groups. Members 2.0

G - # Group Posts Total number of posts in active groups. Network Group

Activity 3.0

G - # Group Posts L30D Total number of posts in active groups, in the last 30 days. Network Group
Activity 3.0

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Report Name Description Custom Report On Dashboard?

Type
G - # Groups Total number of groups. Network Group
Membership 2.0

G - # Groups Added L30D Total number of active groups created in the last 30 days. Network Group
Membership 2.0

G - Active Groups L90D Reports on groups with activity, such as posts and comments, Network Group
in the last 90 days. Activity 3.0

G - Group Activity L90D Trend on the number of posts and comments in your groups Network Activity
in the last 90 days. Daily Metrics 2.0

G - Group Activity By User Reports on the number of contributions in groups by user Network Activity
Type L90D type, such as partner, customer, or employee in the last 90 Daily Metrics 2.0
days.

G - Top 10 Groups By Top groups by contributions. Network Group

Contributions Activity 3.0

G - Top 10 Groups By Top groups by members. Excludes members of archived Network Group
Members groups and inactive users. Activity 3.0

Group Posts By Type Posts in groups by post type. Network Group

Activity 3.0

Members Dashboard and Reports

Use the Members dashboard to track community membership, new members added, and external member logins over time.
With this dashboard, you can answer:
• How many members are there and how many are new?
• Which members are logging in the most?
• Which new members are logging in the most?

Tip: If your community is not using the reputation feature, you can remove the reports and metrics associated with the feature.

Important: For information about the reports provided in the Members dashboard for the package without Chatter, refer to
what’s installed in your org.

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Report Name Description Custom Report On Dashboard?

Type
M - # Member Logins L30D Total number of members who logged in during the last 30 Network Login
days. History 5.0

M - # Members Total number of active members. Network Members

2.0

M - # Members Added L30D Total number of active members added to the community Network Members
in the last 30 days. 2.0

M - Members By Reputation Total number of members by reputation level. To use this Network Members
Level report, you must update the Reputation Level field and map 2.0
it to your reputation levels and points.

M - Members With No Profile Reports on members without a user profile photo. Network Members
Photo 2.0

M - Top 10 Members By Top 10 members with the highest reputation points. Network Members
Reputation Points 2.0

Members by Type Total number of members by type. Network Members

2.0

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Report Name Description Custom Report On Dashboard?

Type
New Members (Last 90 Days New members in the last 90 days. Network
Trend) Membership Daily
Metrics 2.0

New Member 1.0 Total number of new members added to the community in New Members
the last 7 days.

O - External Logins L90D External logins by community member type in the last 90 Network
days. Membership Daily
Metrics 2.0

Moderation Dashboard and Reports

Use the Moderation dashboard to track community moderators’ and members’ flagging activity.
With this dashboard, you can answer:
• How many flags are there?
• Who is flagging content?
• Who is removing flags?
• How many private messages are being sent?

Important: This dashboard and its reports are only available in the package with Chatter.

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Report Name Description Custom Report On Dashboard?

Type
MO - # Flagged Items Deleted Total number of flagged items deleted by moderators. Network
Moderation 2.0

MO - # Flags Total number of flagged items. Network

Moderation 2.0

MO - # Flags L30D Total number of flagged items in the last 30 days. Network
Moderation 2.0

MO - # Flags Removed Total number of flags removed by moderators or users Network

unflagging content. Moderation 2.0

MO - # Messages Sent Total number of private messages sent in the community. Network Private
Messages 2.0

MO - # Messages Sent L30D Total number of private messages sent in the last 30 days in Network Private
the community
Messages 2.0

MO - Flags L90D Trending report of flagged content in your community in the Network
last 90 days. Moderation 2.0

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Report Name Description Custom Report On Dashboard?

Type
MO - Flagged Item Location Reports on the location of your flagged content, in user Network
profiles or in groups. Moderation 2.0

MO - Flagged Item Type Flagged content in your community sorted by object type, Network
such as files, posts, comments, and private messages. Moderation 2.0

MO - Moderator Action Reports on the action taken by the moderator, such as Network
removing the flag on a post or deleting the flagged post. Moderation 2.0

MO - Rule Action Reports on moderation actions, such as blocked, flagged, or Network

replace. Moderation 2.0

MO - Rule Activity L90D Trending report on moderation rule activity in your Network
community in the last 90 days. Moderation 2.0

MO - Top 10 Message Senders Top 10 members sending the most private messages in the Network Private
L30D last 30 days.
Messages 2.0

Q&A Dashboard and Reports

Use the Q & A dashboard to track recent activity for questions, answers, and best answers posted in groups
To track the same activity in user profiles, use the Self-Service Dashboard. With this dashboard you can answer:
• How many questions and answers are there per month?
• How many unanswered questions are there?
• How many questions without best answers are there?
• Who are the top question creators and question responders?
• How are questions and answers trending?

Important: This dashboard and its reports are only available in the package with Chatter.

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Report Name Description Custom Report On Dashboard?

Type
Q - # Answers in Groups Total number of answers in groups. Network Group
Activity 2.0

Q - # Answers in Groups L30D Total number of answers in groups in the last 30 days. Network Group
Activity 2.0

Q - # Best Answers in Groups Total number of best answers in groups. Network Group
Activity 2.0

Q - # Questions in Groups Total number of questions posted in groups. Network Group

Activity 2.0

Q - # Questions in Groups Total number of questions posted in groups in the last 30 Network Group
L30D days. Activity 2.0

Q - # Unanswered Questions Total number of unanswered questions in groups. Network Group

in Groups Activity 2.0

Q - % Of Qs With Best Percentage of answered questions that have best answers in Network Group
Answers in Groups groups. Activity 2.0

Q - Answered Questions Answered questions in groups in the last 90 days. Network Group
Groups L90D Activity 2.0

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Report Name Description Custom Report On Dashboard?

Type
Q - Answers in Groups L90D Trend of answers in groups in the last 90 days. Network Activity
Daily Metrics 2.0

Q - Best Answers in Groups Trend of best answers in groups in the last 90 days. Network Activity
L90D Daily Metrics 2.0

Q - Questions in Groups L90D Trend of questions in groups in the last 90 days. Network Activity
Daily Metrics 2.0

Q - Top 10 Best Q Responders Top 10 users responding to questions with the best answers. Network Group
in Groups Activity 2.0

Q - Top 10 Question Creators Top 10 users with the most questions Network Group
in Groups Activity 2.0

Q - Top 10 Question Top 10 users responding to questions Network Group

Responders in Groups Activity 2.0

Q - Unanswered Questions Unanswered questions in groups in the last 90 days. Network Group
Groups L90D Activity 2.0

Unanswered Questions Number of unanswered questions. New Members 1.0

Self-Service Dashboard and Reports

The Self-Service dashboard tracks activity in the self-service template.
You can track recent activity for questions and answers posted on user profiles. To track the same activity in groups, use the Q&A
Dashboard and Reports. With this dashboard you can answer:
• How many questions, unanswered questions, and answers there are in users profiles?
• How many daily page views and unauthenticated unique visitors does my community have?
• Who is creating and responding to questions?

Important: This dashboard and its reports are only available in the package with Chatter.

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Report Name Description Custom Report On Dashboard?

Type
S - # Answers in User Profiles Total number of answers in user profiles. Network User
Activity 2.0

S - # Answers in User Profiles Total number of answers in the last 30 days in user profiles. Network User
L30D Activity 2.0

S - # Average Page Views per Average number of page views per unique visitor. Network Public
UV Usage Daily Metrics
2.0

S - # Best Answers in User Total number of best answers in user profiles. Network User
Profiles Activity 2.0

S - # Page Views L30D Total number of page views in the last 30 days. Network Public
Usage Daily Metrics
2.0

S - # Questions in User Profiles Total number of questions posted in user profiles. Network User
Activity 2.0

S - # Questions in User Profiles Total number of questions posted in the last 30 days in user Network User
L30D profiles. Activity 2.0

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Report Name Description Custom Report On Dashboard?

Type
S - # Unanswered Qs in User Total number of unanswered questions in user profiles. Network User
Profiles Activity 2.0

S - % Of Qs With Best Answer Percentage of answered questions that have best answers in Network User
User Profile user profiles. Activity 2.0

S - Answers By User Type Answers in the last 90 days grouped by user type, such as Network Activity
L90D partner, customer, or employee. Daily Metrics 2.0

S - Answers in User Profiles Answers in the last 90 days. Network Activity

L90D Daily Metrics 2.0

S - Avg Page Views By Visitors Reports on the average page views generated by visitors for Network Public
L90D the last 90 days. Usage Daily Metrics
2.0

S - Best Answers By User Type Best answers in the last 90 days grouped by user type, such Network Activity
L90D as partner, customer, or employee. Daily Metrics 2.0

S - Best Answers in User Best answers in the last 90 days. Network Activity
Profiles L90D Daily Metrics 2.0

S - Page Views L90D Reports on the number of page views generated by guest Network Public
users for the last 90 days in your self-service community. Usage Daily Metrics
2.0
Note: The number of page views might not match
other analytics tools, as all tools use different methods
for counting page views.

S - Questions By User Type Questions in the last 90 days grouped by user type, such as Network Activity
L90D partner, customer, or employee. Daily Metrics 2.0

S - Questions in User Profiles Questions in the last 90 days. Network Activity

L90D Daily Metrics 2.0

S - Top 10 Best Q Respd in Top 10 users responding to questions with the best answer. Network User
User Profiles Activity 2.0

S - Top 10 Q Creators in User Top 10 users with the most questions. Network User
Profiles Activity 2.0

S - Top 10 Q Responders in Top 10 users responding to questions. Network User

User Profiles Activity 2.0

S - Unique Visitors L90D Reports on unauthenticated unique visitors, who visited the Network Public
site at least once that week, in the last 90 days in your Usage Daily Metrics
self-service community. This includes visitors accessing the 2.0
login and logout pages.

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Topics Dashboard and Reports

Use the Topics dashboard to track your community topics.
With this dashboard, you can see:
• How are topics trending?
• How many topics are getting assigned?
• Who’s assigning topics?
• Which topics are being talked about?

Important: This dashboard and its reports are only available in the package with Chatter.

Report Name Description Custom Report On Dashboard?

Type
T - # Topics Total number of topics. Network Topics 2.0

T - # Topics Added L30D Total number of topics added in the last 30 days. Network Topics 2.0

T - # Topics Assigned Total number of topics assigned. Network Topic

Assignments 3.0

T - # Topics Assigned L30D Total number of topics assigned in the last 30 days. Network Topic
Assignments 3.0

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Report Name Description Custom Report On Dashboard?

Type
T - Top 10 Topic Assigners Top 10 users with the largest number of topics assigned. Network Topic
Assignments 3.0

T - Top 10 Topic Assigners Top 10 users with the largest number of topics assigned in Network Topic
L30D the last 30 days. Assignments 3.0

T - Top 10 Topics By Top 10 topics with the most assignments. Network Topic
Assignment Assignments 3.0

T - Top 10 Topics By Top 10 topics with the most assignments in the last 30 days. Network Topic
Assignment L30D Assignments 3.0

T - Top 10 Trending Topics Top 10 topics with the largest number of “Talking About” Network Topics 2.0
indicators.

T - Topics Assignments By Distribution of topic assignments sorted by the Record Types Network Topic
Record Type field (unmapped record types show as Other). Assignments 3.0

Note: You can create values for the Record Types field
to map custom objects or other types that are not
predefined.

T - Topics Assigned L90D Reports on the number of topics assigned in the last 90 days. Network Topic
Assignments 3.0

T - Topics Created L90D Trending report on the number of topics created in the last Network Topics 2.0
90 days.

Misc Communities Reports

The reports provided in this folder are feature-dependent or require special user permissions. You can add these reports to Insights
folders or dashboards in Community Management or Community Workspaces. These reports are provided in the Misc Communities
Reports folder.

Report Name Description Requires Custom Report

Type
Cases Total number of questions that escalated to cases in the Org preference - Enable Network Cases
last 30 days. Question-to-Case in 1.0
Communities
Tip: You can use this report on your Home
Dashboards.

Community CDN Usage Displays the community’s content delivery network (CDN) CDN Usage
Report consumption by domain.

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Report Name Description Requires Custom Report

Type
Escalated To Case Questions that have been escalated to cases. Org preference - Enable Network Cases
Question-to-Case in 1.0
Tip: We recommend that you add this report to Communities
the Insights Self-Service folder so you can view
this report in Community Management or
Community Workspaces.

Escalated To Case Closed Questions that have been escalated to cases and closed Org preference - Enable Network Cases
in the last 7 days. Question-to-Case in 1.0
Communities
Tip: We recommend that you add this report to
the Insights Self-Service folder so you can view
this report in Community Management or
Community Workspaces.

Messages From New Private messages sent by external users in the last 7 days. Org preference - Network Private
Members This report only includes messages sent by external users Enable Private Messages Messages 3.0
who registered in the last 7 days.
User permission - “Manage
Tip: We recommend that you add this report to Chatter Messages”
the Moderation Audit Trail folder so you can
view this report in Community Management or Important: You
Community Workspaces. need this user
permission to see
the report in your
org.

Questions Escalated - Monthly trending report on questions escalated to cases Org preference - Enable Network Cases
Monthly Trend in your community. Question-to-Case in 1.0
Communities
Tip: You can use this report on your Community
Management Home dashboard or in Community
Workspacesunder Dashboards > Home.

Questions Escalated - Weekly trending report on the number of questions Org preference - Enable Network Cases
Weekly Trend escalated to cases in your community in the last 90 days. Question-to-Case in 1.0
Communities
Tip: You can use this report on your Community
Management Home dashboard or in Community
Workspaces under Dashboards > Home.

Related Questions CTR The click-through rate for the Related Questions (RQ) Related Questions CTR 1.0
widget, which is the ratio of the number of times a user
clicked on the RQ widget compared to the number of
times the widget was shown

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Salesforce Org Dashboard and Report Descriptions

You must view the Chatter and Licenses dashboards and reports from your internal Salesforce org.
EDITIONS

IN THIS SECTION: Available in: Salesforce

Classic (not available in all
Chatter Dashboard and Report
orgs) and Lightning
Use the Chatter dashboards and reports to track Chatter usage in your internal Salesforce org. Experience
License Usage Dashboard and Reports
Available in: Enterprise,
Use the License Usage 1.0 dashboard to track usage of login-based and named-user licenses Performance, Unlimited,
so you can optimize license usage and plan for growth. and Developer Editions

Chatter Dashboard and Report

Use the Chatter dashboards and reports to track Chatter usage in your internal Salesforce org.
EDITIONS
Internal Salesforce Org
Available in: Salesforce
You must view these dashboards and reports from your internal Salesforce org. If you previously
Classic (not available in all
installed the Salesforce Chatter Dashboards package, you must uninstall that package and use the
orgs) and Lightning
reports and dashboards provided here instead. You can find these reports and dashboards in the
Experience
Chatter Reports and Chatter Dashboards folders.
Available in: Enterprise,
Important: These dashboard and reports are only available in the package with Chatter. Performance, Unlimited,
and Developer Editions
Warning: If you customize these Chatter reports and remove the Networks filter, they will
report on Chatter usage across your entire Salesforce org, including usage from your internal
org and your communities. If you view these Chatter dashboards or reports from within
Community Management or Community Workspaces, only community-specific data is
displayed. To create a report that returns data only from your internal org, use the Network:
Name less than ! filter.
For detailed information about the Chatter dashboards, reports, and custom report types, see Get Started with Chatter Dashboards. The
following components are provided in the Chatter Dashboards package:
• Chatter Overview dashboard and reports
• Chatter Adoption by Department dashboard and reports
• Chatter Files dashboard and reports
• Chatter Groups dashboard and reports
• Chatter Management dashboard and reports
• Chatter Q&A dashboard and reports
• Chatter Topics dashboard and reports
• Chatter User dashboard and reports
• Chatter Custom Report Types
• Chatter Edits reports

License Usage Dashboard and Reports

Use the License Usage 1.0 dashboard to track usage of login-based and named-user licenses so you can optimize license usage and plan
for growth.

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With this dashboard, you can see:

• If you need to adjust your allocated license usage
• Monthly and daily tracking of your license usage
• Predict and stop possible overages based on monthly trends
The reports in this dashboard only track community licenses. To track portal licenses, clone the reports and update the license filter.
You can find these reports and dashboards in the Communities Reports and Communities Dashboards folders.

Important: View this dashboard only from your internal Salesforce org’s Dashboards tab. Viewing this dashboard in Community
Management or Community Workspaces displays incorrect data as the license metrics become community- specific and not
org-wide. For this reason, we recommend that you don’t map this dashboard in Community Management or Community Workspaces

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Note: Customize gauge reports to provide relevant ranges based on your actual number of licenses. To edit the dashboard click
Edit Attributes on the report you want to customize. For Breakpoint 2 (set by default to 100), enter your number of allocated
licenses. For Breakpoint 1 (set by default to 80), enter 80% of your allocated licenses. For Maximum (set by default to 120), enter
120% of your allocated licenses. You can also change the breakpoints to any percentage you want. For example, if you have 50
licenses, you would change 80 to 40, 100 to 50, and 120 to 60.

Report Name Description Custom Package with Package

Report Type Chatter without
Chatter
L - CC Login-based - Monthly number of logins for users with a Customer Network Login
Monthly Logins 2.0 Community login-based license in descending order. History 5.0

L - CC User-based - Monthly number of logins for users with a Customer Network Login
Monthly Logins 2.0 Community user-based license in descending order. History 5.0

L - # Cust Comm All Number of active members on a Customer Network Login

Active Lic 2.0 Community license across all communities. History 5.0

L - # Cust Comm All Number of Customer Community licenses allocated Network Login
Allocated Lic 2.0 in this Salesforce org across all communities. History 5.0

L - # Cust Comm Login Number of community members created with the Network Login
Members Customer Community login-based license. (The History 5.0
Network Tenant Usage Entitlement custom report
type is no longer supported in this package. Use the
Cust Comm Login Members report to get a detailed
report of usage.)

L - # Cust Comm Logins Number of monthly logins allocated for the Customer Network Login
All Alloct 2.0 Community login-based license in this Salesforce org History 5.0
across all communities.

L - CCP Login-based - Monthly number of logins for user with a Customer Network Login
Monthly Logins 1.0 Community Plus user-based license in descending History 5.0
order.

L - CCP User-based - Monthly number of logins for users with a Customer Network Login
Monthly Logins 2.0 Community Plus user-based license in descending History 5.0
order.

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Report Name Description Custom Package with Package

Report Type Chatter without
Chatter
L - # Cust Comm Plus All Number of active members on a Customer Network Login
Active Lic Community Plus license across all communities. History 5.0

L - # Cust Comm Plus All Number of Customer Community Plus licenses Network Login
Alloct Lic 2.0 allocated in this Salesforce org across all communities. History 5.0

L - # Cust Comm Plus Number of community members created with the Network Login
Login Members Customer Community Plus login-based license. History 5.0

L - # Cust Comm Plus Number of monthly logins allocated for the Customer Network Login
Logins All Alloct 2.0 Community Plus login-based license in this Salesforce History 5.0
org across all communities.

L - # Partner Comm All Number of active members on a Partner Community Network Login
Active Lic license across all communities. History 5.0

L - # Partner Comm All Number of Partner Community licenses allocated in Network Login
Allocated Lic 2.0 this Salesforce org across all communities. History 5.0

L - # Partner Comm Number of monthly logins allocated for the Partner Network Login
Logins All Alloct 2.0 Community login-based license in this Salesforce org History 5.0
across all communities.

L - # Partner Comm Login Number of community members created with the Network Login
Members Partner Community login-based license. History 5.0

L - Cust Comm License Customer Community user license usage across all Network Login
Usage communities. This report counts the number of users History 5.0
created with a Customer Community license.

L - Cust Comm Login Monthly trend of Customer Community logins Network Login
Monthly Trend 2.0 compared to your allocation. History 5.0

L - Cust Comm Login The current month's usage of Customer Community Network Login
Monthly Usage 2.0 logins compared to your monthly allocation. History 5.0

Important: To use this report, you must

specify your license limits.

L - Cust Comm Plus Customer Community Plus user license usage across Network Login
License Usage all communities. This report counts the number of History 5.0
users created with a Customer Community Plus
license.

Important: To use this report, you must

specify your license limits.

L - Cust Comm Plus Login Monthly trend of Customer Community Plus logins Network Login
Monthly Trend 2.0 compared to your allocation. History 5.0

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Report Name Description Custom Package with Package

Report Type Chatter without
Chatter
L - Cust Comm Plus Login The current month's usage of Customer Community Network Login
Monthly Usage 2.0 Plus logins compared to your monthly allocation. History 5.0

Important: To use this report, you must

specify your license limits.

L - Member Distribution The distribution of members by license type: Network Login

By License Type member-based or login-based. History 5.0

L - Partner Comm License Partner Community user license usage across all Network Login
Usage communities. This report counts the number of users History 5.0
created with a Partner Community license.

Important: To use this report, you must

specify your license limits.

L - Partner Comm Login Monthly trend of Partner Community logins Network Login
Monthly Trend 2.0 compared to your allocation. History 5.0

L - Partner Comm Login The current month's usage of Partner Community Network Login
Monthly Usage 2.0 logins compared to your monthly allocation. History 5.0

Important: To use this report, you must

specify your license limits.

L - PC Login-based - Monthly number of logins for users with a Partner Network Login
Monthly Logins 1.0 Community login-based license in descending order. History 5.0

L - PC User-based - Monthly number of logins for users with a partner Network Login
Monthly Logins 1.0 Community user-based license in descending order. History 5.0

L - Public Page Views - Monthly trending report on the daily page views Network Login
Monthly Trend generated by guest users in your community. History 5.0

L - Yearly Public Page Yearly report on the daily page views generated by Network Login
Views guest users in your community. History 5.0

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Custom Report Type Descriptions

The reports in this package are based on a set of communities-focused custom report types, which
EDITIONS
you can customize to enhance reporting capabilities with more fields.

Tip: Items in custom report types that reference a user or member, such as Created By, Available in: Salesforce
contain the following user lookup fields: LastLoginDate, Department, Country, Role, and Classic (not available in all
orgs) and Lightning
Profile. You can specify these additional fields to display in your report by editing the custom
Experience
report type from Setup. Open the custom report type details, click Edit Layout, and then
click Add fields related via lookup. Available in: Enterprise,
The Network Members object includes member lookup fields. With access to this detail, you can Performance, Unlimited,
repurpose member reports to report on other things such as accounts. For example, you can make and Developer Editions
a copy of a member report and then add the User.Account field through the Network Members
lookup fields. This approach allows you to use the Top 10 Members By Contribution report to create
a new report called Top 10 Accounts by Contributor report. You can customize reports to provide data on the top active and inactive
accounts based on the number of logins over a specific time range.

Note: Currently, you can’t report on the number of accounts by type. Also, the following custom report types don’t track internal
users who log in to a community from their internal Salesforce org.

Custom Report Type Description Package with Package

Name Chatter without Chatter

CDN Usage Provides the amount of content delivery network (CDN) usage
consumed by an org, listed by domain.

Chatter Activity 1.0 Provides information on Chatter user activity such as, posts,
comments, and likes. The user metrics are calculated against
the user activity on groups and user profiles in your
organization.

Chatter Activity Daily Metrics Provides daily trending metrics on posts and comments
1.0 created in groups and user profiles in your organization.
Reports based on this custom report type get data from
system jobs.

Chatter Edits 1.0 Provides information on Chatter edits.

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Custom Report Type Description Package with Package

Name Chatter without Chatter
Chatter Group Members 1.0 Provides information on groups and their members, such as
the date a member joined the group.

Chatter Groups Activity 1.0 Provides information on group activity, such as posts,
comments, and likes, and group contributors. Use this custom
report type to report on overall group activity, by member
type and by feed item type (for example: post or question
poll).

Chatter Knowledgeable Users Provides information on knowledgeable users in your

1.0 organization.

Chatter Topic Assignments Provides information on topic assignments. Use this custom
1.0 report type to report on the number of assignments, your top
assigners, and assignments by object types. You can also use
it to find topics with the most assignments.

Chatter Topics 1.0 Provides information on trending topics, topic assigners, and
more.

Chatter Unique Contributor Provides information on daily unique visitors across groups
Daily Metrics 1.0 and user profiles in your organization.

Chatter User Activity 1.0 Provides information on user profiles such as posts, comments,
and likes, and profile contributors. Use this custom report
type to report on overall user profile activity, by member type
and by feed item type (for example, post or question poll).

Community Searches 2.0 Provides information about community’s search behavior.

File and Content Report Use this standard report type to track file adoption and
engagement for Chatter in your internal Salesforce org or in
communities. You can also track file properties (such as file
version and size), file uploads, downloads, shares, links, link
views, and who uploaded the content.

Network Activity Audit 1.0 Provides information about flagging and moderation activity
in a community.

Network Activity Daily Metrics Provides information for chatter activity on profiles and groups
2.0 by internal, customer, and partner member types. Reports
based on this custom report type get data from system jobs.

Network Cases 1.0 Provides information about cases in your Salesforce org.

Network Chatter Edits 1.0 Provides information on Chatter edits in the community.

Network Comments Pending Provides information about your community's feed comments
Approval 1.0 that are pending approval.

Network Custom Provides information about the custom recommendations

Recommendations 1.0 and channels in your community including; details about the

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Custom Report Type Description Package with Package

Name Chatter without Chatter
acceptance rate, rejection rate, and number of times a
recommendation was served.

Network Feed Activity Provides information about the activity in your community’s
feed, including questions and answers.

Network Group Membership Provides information on groups and their members, such as
3.0 the date a member joined the group and the member type
(internal, customer, or partner).

Network Groups Activity 3.0 Provides information on group activity (posts, comments, and
likes) and group contributors. Use this custom report type to
report on overall group activity, by member type and by feed
item type (for example: post or question poll).

Network Groups Q & A Provides information about your community groups' question
Activity 1.0 and answer activities.

Network Login History 5.0 Provides detailed metrics about the external users (partners
or customers) logging into a community. This custom report
type doesn’t include logins for internal users accessing the
community from their internal Salesforce org. (The Network
Tenant Usage Entitlement custom report type is no longer
supported in this package. Lookup Network > Network
Members > Login History from the Network Login History 5.0
custom report type to get a detailed report of usage)

Network Member Activity 1.0 Provides high-level metrics about community member
adoption and engagement.

Network Members 3.0 Provides information on community members. The Network

Members entity exposes all user record fields.

Network Membership Daily Provides the number of internal and external members.
Metrics 2.0

Network Frozen Members 2.0 Provides information about all your community's frozen
members. Reports based on this custom report type get data
from system jobs.

Network Moderation Flagged Provides information about all of your community's direct
Direct Messages 1.0 messages which have been flagged by the users.

Network Moderation Flagged Provides information about all your community's feed
Comments 2.0 comments which are flagged by the users.

Network Moderation Flagged Provides information about all your community's files which
Files 2.0 are flagged by the users.

Network Moderation Flagged Provides information about all your community's Chatter
Messages 2.0 messages which are flagged by the users.

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Custom Report Type Description Package with Package

Name Chatter without Chatter

Note: This report has

been enhanced for
this version

Network Moderation Flagged Provides information about all your community's feed posts
Posts 2.0 which are flagged by the users.

Network Posts Pending Provides information about all your community's feeds posts
Approval 2.0 which are pending approval.

Network Private Messages 3.0 Provides information on private messages sent in a

community, including who sent them.

Network Public Usage Daily Provides information on daily public page views by guest
Metrics 2.0 users. Reports based on this custom report type get data from
system jobs. Guest users are assigned a random identifier that
is used to generate the daily report and then discarded.

Network Topic Assignments Provides information on topic assignments in a community.

3.0 Use this custom report type to report on the number of
assignments, your top assigners, and assignments by object
types. You can also use it to find topics with the most
assignments.

Network Topics 3.0 Provides information on trending topics, topic assignments,

topic assigners, and more.

Network Unique Contributor Provides information on daily unique visitors across groups
Daily Metrics 2.0 and user profiles, by member type (internal, customer, and
partner). Reports based on this custom report type get data
from system jobs.

Network User Activity 3.0 Provides information on user profile activity (such as posts,
comments, and likes) and profile contributors. Use this custom
report type to report on overall user profile activity, by
member type and by feed item type (for example, post or
question poll).

Network User Licenses 1.0 Provides information about community user license usage.
The Usage Entitlement is a license bucket that includes
Customer Community Logins, Customer Community
Members, Partner Community Logins, and Partner Community
Members (tracking both community and portal licenses
assigned to the community). The Customer Community
Members and Partner Community Members bucket fields
track name-based users per community. The Customer
Community Logins and Partner Community Logins bucket
fields track login-based users across communities.

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Custom Report Type Description Package with Package

Name Chatter without Chatter
The Amount Used field indicates how many licenses were
used that week. The Amount Allowed field indicates how
many licenses the customer purchased (either named-users
or logins per month).

Network User Participation Provides information about whether a user is a contributor

Daily Metrics or an observer in a community. Reports based on this custom
report type get data from system jobs.

Related Questions CTR 1.0 Provides information about the number of times a user clicks
on the Related Questions widget compared to the number
of times it is shown.

The Power of Customization

The dashboard and reports provided in the package are a great start, but they may not be exactly
EDITIONS
what your community needs. With a few simple steps, you can customize the provided dashboards
and reports to suit your needs. To customize a report, open the Reports tab and click the report Available in: Salesforce
name you want to modify, then click Customize. Classic (not available in all
orgs) and Lightning
IN THIS SECTION: Experience

Customize the Date Filter Available in: Enterprise,

For reports that specify a date filter, you can customize these reports to provide any date range. Performance, Unlimited,
and Developer Editions
Add or Remove Columns from Reports
If a report includes a column that isn’t useful to you, remove it. If you want more data displayed,
add another column. To add a column, double-click the additional field from the Fields pane, and reorder the columns if you want
to. To remove a column, click the column and select Remove Column.
Change the Grouping of a Report
You can change the report grouping to better fit your community or internal Salesforce org.
Add More Filter Logic
You can add more filters to a report. For example, you can filter a report to only show external users or a subset of groups.
Report on New Data
You can also report on new data by adding custom lookup fields to the custom report types.

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Customize the Date Filter

For reports that specify a date filter, you can customize these reports to provide any date range.
EDITIONS
You can also change the Date Field to report on other objects in the report. Try customizing the
G- # Group Members Added L30D report. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

For more information, see Filter Report Data, Notes about Filtering on Types of Fields and Values, and Relative Date Filter Reference.

Add or Remove Columns from Reports

If a report includes a column that isn’t useful to you, remove it. If you want more data displayed,
EDITIONS
add another column. To add a column, double-click the additional field from the Fields pane, and
reorder the columns if you want to. To remove a column, click the column and select Remove Available in: Salesforce
Column. Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

For more information, see Report Fields in Salesforce Help.

Change the Grouping of a Report

You can change the report grouping to better fit your community or internal Salesforce org.
EDITIONS
For example, if a report is grouped by department, you can group by country instead. Try customizing
the CH D - Group Membership By Dept report. Available in: Salesforce
Classic (not available in all
1. In the Fields pane, drag the new field you want to group by into the Preview pane area that
orgs) and Lightning
says Drop a field here to create a grouping.
Experience
2. In the Preview pane, click the old grouping field and select Remove Group.
Available in: Enterprise,
3. On your new grouping field, click the dropdown and select Sort Group By and select the Performance, Unlimited,
relevant data you want to sort by. and Developer Editions
For more information, see Group Your Report Data.

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Add More Filter Logic

You can add more filters to a report. For example, you can filter a report to only show external users
EDITIONS
or a subset of groups.
To add a filter, click Add and then specify the field. Available in: Salesforce
Classic (not available in all
Adding a User Type filter:
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Added Group filter:

For more information, see Add Filter Logic and Filter Your Report Data in Salesforce Help.

Report on New Data

You can also report on new data by adding custom lookup fields to the custom report types.
EDITIONS
This type of customization is useful if you want to expose more user fields or custom fields that
you’ve added to contacts. See the Custom Report Type Descriptions section for more information. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

640
Set Up and Manage Salesforce Communities Report on Communities with the AppExchange Packages for
Community Management

Community Case Deflection Metrics Dashboard and Reports

Install the Salesforce Case Deflection Reporting Package to see how well the Contact Support Form
EDITIONS
and Case Deflection components actually deflect cases from being created. Using the Community
Case Deflection Metrics dashboard, get real-time metrics on potential and confirmed case deflections, Available in: Salesforce
the most helpful articles and discussions, and the least helpful articles and discussions. Classic (not available in all
During installation, dashboard and report folders are automatically installed in your internal org. If orgs) and Lightning
you have no previous dashboards mapped in Community Management or Community Workspaces, Experience
they are automatically mapped for you during installation. Available in: Enterprise,
After the package is installed, you can access your new dashboards and reports alongside all your Performance, Unlimited,
other Salesforce dashboards and reports. When you view the dashboards in Community Management and Developer Editions
or Community Workspaces, community-specific data is displayed.
With this dashboard, you can answer: USER PERMISSIONS
• How many confirmed, potential, and unsuccessful deflections are in my community? To install AppExchange
• Which articles are the most helpful for deflecting cases? packages:
• Which discussions are the most helpful for deflecting cases? • Download AppExchange
Packages
Important: This dashboard and its reports are only available in orgs using Salesforce
Knowledge.

Report Name Description Custom Report On Dashboard?

Type
Overall Case Deflection Shows if a case was deflected, potentially deflected, or not Community Case
deflected. Deflection Metrics

Most Helpful Articles These articles have the most confirmed and potential Community Case
deflections. Deflection Metrics

Most Helpful Discussions These discussions have the most confirmed and potential Community Case
deflections. Deflection Metrics

641
Set Up and Manage Salesforce Communities Report on Communities with the AppExchange Packages for
Community Management

Report Name Description Custom Report On Dashboard?

Type
Articles with the Most Articles with the most confirmed deflections. Community Case
Deflections Deflection Metrics

Articles with Potential Articles with the most potential deflections. Community Case
Deflections Deflection Metrics

Articles with Unsuccessful Articles that didn’t deflect any cases. Community Case
Deflections Deflection Metrics

Discussions with the Most Discussions with the most confirmed deflections. Community Case
Deflections Deflection Metrics

Discussions with Potential Discussions with the most potential deflections. Community Case
Deflections Deflection Metrics

Discussions with Unsuccessful Discussions that didn’t deflect any cases. Community Case
Deflections Deflection Metrics

Unsupported Components
The following list identifies which reports are not supported in this release. If you are installing the
EDITIONS
package for the first time or are installing the package from scratch, you don’t need to worry about
these as they will not show up. If you are updating, be sure to remove these components. Available in: Salesforce
Classic (not available in all
Tip: The symbol identifies all the newly unsupported components in this release.
orgs) and Lightning
The following components are unsupported: Experience

From the Communities Dashboards4 folder: Available in: Enterprise,

• Activity 2.0 (and previous versions) Performance, Unlimited,
and Developer Editions
• Content 3.0 (and previous versions)
• Communities Search Dashboard (replaced with version 2.0)
• Groups 2.0 (and previous versions)
• Licenses 5.0 (and previous versions)
• Members 2.0 (and previous versions)
• Moderation 2.0 (and previous versions)
• Overview 2.0 (and previous versions)
• Q&A 2.0 (and previous versions)
• Self-Service 2.0 (and previous versions)
• Topics 3.0 (and previous versions)
From the Communities Reports5 folder:
• A - Comments L30D
• A - Posts L30D

4
You might have an older version of this folder called Communities Dashboards 2.0.
5
You might have an older version of this folder called Communities Reports 2.0.

642
Set Up and Manage Salesforce Communities Report on Communities with the AppExchange Packages for
Community Management

• A - Posts With Most Comments L30D

• A - Posts With Most Likes L30D
• A - Unique Daily Contributors L30D
• C - File Engagement Monthly
• C - File Uploads & Downloads Monthly
• C - Top 10 Files By Contributions
• C - Top 10 Files By Downloads
• C - Top 10 Files By Likes
• C - Top 10 Files By Shares
• C - Top 10 Users - Most File Contrib
• C - Top 10 Users - Most File Uploads L30
• C - Top 10 Users - Most Liked Files
• Daily Search Frequency (Last 30 Days)
• G - Least Active Groups L30D
• G - Most Active Groups L30D
• G - Top 10 Group Commenters
• G - Top 10 Group Posters
• Group Comments (Last 30 Days Trend)
• Group Posts (Last 30 Days Trend)
• L - # Cust Comm All Allocated Lic
• L - # Cust Comm Logins All Alloct (replaced with 2.0 version)
• L - # Cust Comm Plus All Allocated Lic
• L - # Cust Comm Plus Logins All Alloct (replaced with 2.0 version)
• L - # Partner Comm All Allocated Lic
• L - # Partner Comm Logins All Alloct (replaced with 2.0 version)
• L - CC Login-based - Monthly Logins (replaced with 2.0 version)
• L - CC User-based - Monthly Logins (replaced with 2.0 version)
• L - CCP Login-based - Monthly Logins (replaced with 2.0 version)
• L - CCP User-based - Monthly Logins (replaced with 2.0 version)
• L - Cust Comm Login Monthly Usage (replaced with 2.0 version)
• L - Cust Comm Login Monthly Trend
• L - Cust Comm Member Usage
• L - Cust Comm Plus Member Usage
• L - Cust Comm Plus Login Monthly Trend (replaced with 2.0 version)
• L - Cust Comm Plus Login Monthly Usage (replaced with 2.0 version)
• L - PC Login-based - Monthly Logins (replaced with 2.0 version)
• L - Partner Comm Login Monthly Trend (replaced with 2.0 version)
• L - Partner Comm Login Monthly Usage(replaced with 2.0 version)
• L - Partner Comm Member Usage
• Logins Used by Customer Licenses

643
Set Up and Manage Salesforce Communities Report on Communities with the AppExchange Packages for
Community Management

• Logins Used by Partner Licenses

• M - Top 10 Members By Login
• M - Top 10 New Members By Logins
• Member-based Customer Licenses Used
• Member-based Partner Licenses Used
• Member Logins (Last 30 Days Trend)
• Member Logins (Last 30 Days)
• Member Logins (Last 90 Days Trend)
• Members (Last 30 Days Trend)
6
• Members (Last 90 Days Trend)
• MO - Top 10 Flagged Items
• MO - Top 10 Flagged Members
• MO - Top 10 Members Who Flag Items
• MO - Top 10 Moderators
• New Members (Last 30 Days Trend)
• O - Top 10 Group Contributors
• Q - Answers in Groups L30D
• Q - Best Answers in Groups L30D
• Q - Questions in Groups L30D
• Q - Top Answered Questions Groups L30D
• Q - Unanswered Questions in Groups L30D
• S - Answers in User Profiles L30D
• S - Best Answers in User Profiles L30D
• S - Daily Page Views L30D
• S - Daily Unique Visitors L30D
• S - Questions in User Profiles L30D
• S - Top Answered Qs in User Profile L30D
• S - Unanswered Qs in User Profiles L30D
• T - Top 10 New Trending Topics L30D
• T - Topics Assigned Daily
• T - Topics Assigned Monthly
• T - Topics Created Monthly
From the Community Management Home Dashboards folder—all dashboards; you can remove this folder if you installed the package
with Chatter7
From the Community Management Home Reports folder:

6
If you still want to use the Members (Last 30 Days Trend) and Members (Last 90 Days Trend) reports, you can re-create them. Keep
in mind, to get the Member Count field, you need to create a custom report type with Networks as the primary object and Network
Members as the secondary object. Then create a report using this custom report type and add the Member: fullname field. This
report returns a snapshot of data, not trending data.
7
In the package with Chatter, all dashboards in this folder are no longer supported. In the package without Chatter, this folder and
its dashboards still remain.

644
Set Up and Manage Salesforce Communities Report on Communities with the AppExchange Packages for
Community Management

• Contributions - Daily Trend

8
• Logins - Daily Trend
9
• Logins - Monthly Trend
10
• New Members - Daily Trend
• Page Views - Daily Trend
• Q&A - Daily Trend
From the folder Insights Adoption (this entire folder and its contents are unsupported):
• Active Members By Comments
• Active Members By Comments Received
• Active Members By Likes Received
• Active Members By Posts
• Contributors Inactive For 7+ Days (replaced with 2.0 version)
• Influencers Inactive For 7+ Days (replaced with 2.0 version)
• New Members By Comments
• New Members By Comments Received
• New Members By Date Joined
• New Members By Likes Received
• New Members By Posts
• Recent Contributors (replaced with 2.0 version)
• Recent Logins
From the folder Insights Activity (this entire folder and its contents are unsupported):
• Discussions By Comments
• Discussions By Likes
• New Discussions (replaced with 2.0 version)
• New Discussions By Comments
• New Discussions By Likes
• New Discussions With No Comments
• New Members’ Comments (replaced with 2.0 version)
• New Members’ Posts (replaced with 2.0 version)
From the folder Insights Files (this entire folder and its contents are unsupported):
• Files By Comments
• Files By Downloads
• Files By Likes
• Files By Posts
• New Image Files (replaced with 2.0 version)
• New Office Files (replaced with 3.0 version)

8
Only unsupported in the package with Chatter. This report still remains in the package without Chatter.
9
Only unsupported in the package with Chatter. This report still remains in the package without Chatter.
10
Only unsupported in the package with Chatter. This report still remains in the package without Chatter.

645
Set Up and Manage Salesforce Communities Report on Communities with the AppExchange Packages for
Community Management

• New Office Files (replaced with 2.0 version)

• New Video Files (replaced with 2.0 version)
• Recent Files (All) (replaced with 2.0 version)
• Recent Files By Comments
• Recent Files By Downloads
• Recent Files By Likes
• Recent Files By Posts
From the folder Insights Groups (this entire folder and its contents are unsupported):
• Groups Recently Archived (replaced with 2.0 version)
• Groups Soon To Be Archived (replaced with 2.0 version)
• Groups With Deactivated Owners (replaced with 2.0 version)
• Groups With Inactive Owners (replaced with 2.0 version)
• New Groups By Dates
• New Groups By Members
From the folder Insights Moderation11
• Content Blocked By Rule
• Content Flagged By Rule
• Content Replaced By Rule
• Discussions Flagged (All)
• Files Flagged By Members
• Flagged Comments 2.0 (replaced by 3.0 version)
• Flagged Direct Messages 1.0 (replaced by 2.0 version)
• Flagged Files 2.0 (replaced by 3.0 version)
• Flagged Messages (replaced by Flagged Direct Messages 1.0 and Flagged Private Messages 1.0 reports)
• Flagged Posts 2.0 (replaced by 3.0 version)
• Frozen Members (replaced by 2.0 version)
• Messages Flagged By Members
12
• Moderation Audit 2.0
• Moderation Audit for New Members
• Posts Pending Approval (replaced by 2.0 version)
From the folder Insights Self-Service13:
• Best Answers (replaced with 2.0 version)
• Best Answers From External Members (replaced with 2.0 version)
• Questions (replaced with 2.0 version)
• Questions From New Members (replaced with 2.0 version)
• Questions Most Liked

11
This entire folder and its contents are unsupported.
12
The contents of this folder were moved to the Moderation Audit Trail folder.
13
This entire folder and its contents are unsupported.

646
Set Up and Manage Salesforce Communities Service Community Scorecard

• Questions With Answers From New Members (replaced with 3.0 version)
• Questions With Answers From New Members (replaced with 2.0 version)
• Questions With Most Answers
• Questions With New Answers (replaced with 2.0 version)
• Questions Without A Best Answer (replaced with 2.0 version)
• Questions Without An Employee Answer
• Questions Without Answers (replaced with 2.0 version)
From the folder Insights Topics14 :
• Topics Added (replaced with 2.0 version)
• Topics Assigned (replaced with 2.0 version)
• Topics Most Talked About (replaced with 2.0 version)
From the Misc Communities Reports folder:
• Questions Escalated - Daily Trend

Service Community Scorecard

Track member use, service metrics, and search activity using the Service Community Scorecard.
EDITIONS
Understanding the health of your self-service community takes more than just keeping up with
spam. Healthy communities allow for effective collaboration, provide quick resolutions to issues, Available in: Salesforce
and are full of engaged, active members. The Service Community Scorecard helps you track all this Classic (not available in all
information in one place. To access the Service Community Scorecard, go to Dashboards > Home orgs) and Lightning
in Community Management or Community Workspaces. Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

14
This entire folder and its contents are unsupported.

647
Set Up and Manage Salesforce Communities Service Community Scorecard

The Community Service Scorecard is available on the AppExchange through the Summer ’17 Community Management Package. If it’s
your first time installing the package, the Service Community Scorecard automatically shows up in Dashboard > Home in Community
Management or Community Workspaces. If you’ve installed a previous version of the package, you need to manually map the Home
dashboard to the Service Community Scorecard from Dashboards > Settings. Click the down arrow to the right of the dashboard
mapped to Home and select the Service Community Scorecard.
Perhaps your employee or partner community tracks different information? You can customize and rename your scorecard. Go to your
internal org and click the Dashboard tab. Search for Service Community Scorecard and click Edit to add or remove reports or change
the name of your scorecard.

Note: The “Manage Dashboards” and “View All Data” permissions are required to edit this dashboard.

Visit the AppExchange to install or upgrade your Community Management Package. The Summer ’17 version of the package is available
shortly after the release.

648
Set Up and Manage Salesforce Communities Set Up Report Management for External Users—Create and
Edit Reports

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

Community partner and customer users can create and edit reports in their own personal folder or
EDITIONS
in a privately shared folder if they have sufficient permissions. You can grant partner and customer
users permissions to create and edit reports through their profiles or by using permission sets. After Available in: Salesforce
you grant the required permissions, they can use the drag-and-drop Report Builder tool. Classic (not available in all
orgs) and Lightning
Important:
Experience
• If your organization existed before the Summer ’13 release, you must first turn on enhanced
sharing for reports and dashboards before granting external users permissions. See Available in: Enterprise,
Analytics Folder Sharing. Performance, Unlimited,
and Developer Editions
• To create, customize, and delete reports, external users must use the Report Builder tool.
• You can't create or edit reports in Lightning communities.
USER PERMISSIONS
Data visibility is based on two main things: the user role the partner or customer belongs to and
your organization’s sharing rules. Your organization’s field-level security is respected, meaning that To create permission sets or
enable custom permissions
if a field is not visible for external users, a partner or customer user won’t see it in Report Builder.
in profiles:
1. To allow external users to create and edit reports, turn on the “Create and Customize Reports,” • Manage Profiles and
“Report Builder,” and “Edit My Reports” permissions through custom profiles or permission sets. Permission Sets
If you want external users to export report data, also assign them “Export Reports” permission. To assign a permission set
In Setup, enter Permission Sets in the Quick Find box, then select Permission to a user:
Sets or Profiles. Assign the following permissions: • Assign Permission Sets
To share a report folder with
External User Permissions Needed to Create and Edit Reports external users:
• Manager folder access
To create, customize, and delete reports in a personal “Create and Customize Reports” or Manage Reports in
folder: AND Public Folders

“Report Builder”

To create, customize and delete their own reports “Edit My Reports”

in a privately shared folder with Viewer access: AND
“Report Builder”

To export report data: “Export Reports”

You can give permission to create and edit reports to all role-based external users with licenses such as Customer Community Plus
and Partner Community. You can also give permission to all legacy role-based portal licenses such as Customer Portal and Gold
Partner.

Note:
• These permissions aren’t available to high-volume user licenses, such as Customer Community, High Volume Customer
Portal, Service Cloud Portal, and Authenticated Website.
• External users with legacy portal licenses can create and edit reports in communities, but not in portals.

2. If you want your external users to create or edit reports in a privately shared folder, grant them “Viewer” access on the folder.

On the Reports tab in the Folders view, click next to the folder you want to share, then select Share.

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Set Up and Manage Salesforce Communities Track Community Activity with Custom Reports

Note: Partner and customer users can’t create, edit, or view reports in the Unfiled Public Reports folder.

Depending on what objects, fields, and categories your external users have access to, they might see custom report types in the UI when
creating a report. Custom report types are visible if a user has read access on any fields or objects included in the custom report type.

SEE ALSO:
Share a Report or Dashboard Folder in Salesforce Classic
Compare Access Levels for Report and Dashboard Folders

Track Community Activity with Custom Reports

Create custom reports to track usage, moderation, and other community activity.
EDITIONS
Tip: Keep in mind that you can get preconfigured dashboards in the Salesforce Communities
Management package available for download on the AppExchange. Available in: Salesforce
Classic (not available in all
To monitor the health of your community, you can create custom report types and then create a orgs) and Lightning
report using that custom report type. If you want your community managers to see your report in Experience
Community Management, you can create or edit a dashboard to include your report and then map
the updated dashboard in Community Management. To change the mapping of a dashboard, click Available in: Enterprise,
Dashboards > Settings. Performance, Unlimited,
and Developer Editions
Note: Only reports that are based on the Networks object show community-specific
information on the Community Management page. Using reports based on the Networks
object, means you can create one custom report and use it across all your communities.
Use the following table to get started with reporting for communities:

High-level usage Primary Object > B (Child Object) > C (Child Description
Object, If Applicable)
Chatter Usage Networks > Chatter Messages Create reports on the private message activity in your
community.1

Chatter Usage Networks > Feed Revisions Create reports on posts and comments that your
members have edited.

650
Set Up and Manage Salesforce Communities Track Community Activity with Custom Reports

High-level usage Primary Object > B (Child Object) > C (Child Description
Object, If Applicable)
Chatter Usage Networks > Groups Create reports on the groups in your community.

Moderation Networks > Network Audits Create reports on all moderation activity and history
in your community.
To report on moderation activity in private Chatter
messages, filter the report by Audited Object
Type (on the Network Audits object) to equal
Chatter Message.

Moderation Networks > Network Members > Network Activity Audit Create reports on members in your community who
— Moderators either flagged items or moderated a flagged item.

Moderation Networks > Network Members > Network Activity Audit Create reports on the members in your community
— User whose items were flagged, blocked, or replaced.

Moderation Networks > Network Members > User Login Create reports on frozen members in your
community.

Moderation Networks > Network Moderations > Content Create reports on content that is currently flagged in
Documents your community. These reports allow you to see the
Networks > Network Moderations > Feed Posts actual contents of the flagged item. For example, you
can see the contents of a flagged private message to
Networks > Network Moderations > Feed Comments easily determine if the message is spam.
Networks > Network Moderations > Private Messages

Moderation Networks > Unpublished Feed Entities > Feed Posts Create report on posts that are pending review and
approval.

Public Activity Networks > Network Public Usage Daily Metrics Create reports on the daily public community page
views and unique visitors.

Recommendations Networks > Recommendation Metric Create reports on custom recommendation usage in
your community.

Topic Activity Networks > Topics Create reports on the topic activity in your
community.

Topic Activity Networks > Topic Assignments Create reports on the topic assignments in your
community.

User Activity Networks > Network Activity Daily Metrics Create reports on the daily number of posts and
comments by member type.

User Activity Networks > Network Members > Login History Create reports on community login activity. This
report only includes direct logins to the community.
If a user logs in to an org and then switches to a
community, their login activity isn't included.

User Activity Networks > Network Membership Daily Metrics Create reports on the daily count of total active
members, new members added, and external
member logins by member type.

651
Set Up and Manage Salesforce Communities Communities Report and Dashboard Considerations

High-level usage Primary Object > B (Child Object) > C (Child Description
Object, If Applicable)
User Activity Networks > Network Unique Contributor Daily Metrics Create reports on the unique daily contributors in
your community. A member is counted as a
contributor if they posted or commented on a group
or a user profile.

User Profile Photos Networks > Network Members To report on user profiles with or without photos,
filter the report by Has Profile Photo (on
the Network Members object) to equal True or
False.

1
To report on Chatter Messages, you must have the “Moderate Communities Chatter Messages” permission.

Note: You can create reports based on other objects and expose them in Community Management or Community Workspaces.
Keep in mind that they show data from across your organization, not just for the community in which you’re viewing them.

SEE ALSO:
Report on Communities with the AppExchange Packages for Community Management
Create a Custom Report Type

Communities Report and Dashboard Considerations

If the Reports and Dashboards tabs are exposed in the community, external users can access reports
EDITIONS
and dashboards.

Important: Available in: Salesforce

Classic (not available in all
• To allow external users to create and edit reports, your org must use the enhanced sharing orgs) and Lightning
model. See Analytics Folder Sharing. Experience
• You can't create or edit reports in Lightning communities.
Available in: Enterprise,
You can give permission to create and edit reports to communities users with the following licenses: Performance, Unlimited,
and Developer Editions
Community licenses
• Customer Community Plus
• Customer Community Plus Login
• Partner Community
• Partner Community Login
• Lightning External Apps Plus
Portal licenses
• Customer Portal Manager
• Customer Portal Manager Custom (for Enterprise Administration users)
• Customer Portal Manager Standard
• Customer Portal Manager User
• Gold Partner

652
Set Up and Manage Salesforce Communities Allow External Users to Report on Tasks and Events

• Ideas Only Portal

• Overage Customer Portal Manager Custom
• Overage Customer Portal Manager Standard
• Partner
• Silver Partner (“Export Reports” permission isn’t available to this license)

Note:
• These permissions aren’t available to high-volume user licenses, such as Customer Community, High Volume Customer Portal,
Service Cloud Portal, and Authenticated Website.
• External users with legacy portal licenses can create and edit reports in communities, but not in portals.

After you grant permission to your external users, they still can’t:
• Schedule reports or dashboards for email and refresh at a specific date and time

Note: The refresh button is not available in Lightning communities accessed through mobile devices.

• Create, edit, or view reports in the Unfiled Public Reports folder

All role-based external users in your community can refresh dashboards set up with “Run as specified user” and “Run as logged-in user”
up to 1,000 times daily per org. Scheduled and automatic refreshes don’t count against the limit. There is no refresh limit for internal
users.
All role-based external users can be selected for the “Run as specified user” option.

Allow External Users to Report on Tasks and Events

Take the following steps to give access to your portal and community users to report on tasks and
EDITIONS
events.
1. From Salesforce Setup, access the Object Manager. Available in: Salesforce
Classic (not available in all
2. Access Tasks or Events, depending on which objects you need to give access to.
orgs) and Lightning
3. Click Fields & Relationships > Public > Set Field-Level Security. Check all the profiles Experience
you’d like to have access to this field and click Save.
Available in: Enterprise,
4. Click Page Layout and add the Public field to your Task or Event object’s page layout. Performance, Unlimited,
5. Click Save. and Developer Editions

Note:
• These steps allow you to make the Public field visible to external users. However, in order
for tasks and events to show up in reports, the Public field must be checked when the
task or event is created. You can set up a flow to automatically check all new and edited
tasks and events and being public. To include previously created tasks and events in
reports, you must manually select the Public field.
• You can't create or edit reports in Lightning communities.

653
Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

Google Analytics™ for Salesforce Communities Package

The Google Analytics for Salesforce Communities package contains pre-configured reports that
USER PERMISSIONS
track search activity within a community.
Integrate Google Analytics with your self-service community to track search activity such as article To create, customize, or
views, page views, and object views. You can also track case deflection from the "Contact Support" publish a community:
• Create and Set Up
page and get insights into the health of your self-service offerings.
Communities AND View
Setup and Configuration
IN THIS SECTION:
Google Analytics™ for Salesforce Communities
Does your company use Google Analytics to track site analytics? Now you can use it to track search activity in self-service communities
and track deflection from cases. Using Google Analytics, you can dive deeply into your community’s search behavior and pull that
information into meaningful reports.
Enable Google Analytics™ for Your Community
Let Google Analytics access your Salesforce data to track community user types, user IDs, page views on Salesforce objects, and
customer search activity.
Set Up Google Analytics™ for Salesforce Communities
Set up Google Analytics to correctly capture usage and page view metrics for Salesforce communities.
Install Google Analytics™ for Salesforce Communities
Install preconfigured reports that integrate Salesforce community data with Google Analytics.
Google Analytics™ for Salesforce Communities Report Descriptions
The Google Analytics for Salesforce Communities package contains five reports that track new and returning visitors, page views,
and search activity. You can also track case deflection from the Contact Support page and get insights into the health of your
self-service offerings.
Google Analytics™ for Salesforce Communities Dashboard
The Google Analytics for Salesforce Communities package contains three dashboards that visually display the key metrics tracked
in the package.
Tracking User Flow
The User Flow tracks how different types of users are interacting with the community.

Google Analytics™ for Salesforce Communities

Does your company use Google Analytics to track site analytics? Now you can use it to track search
EDITIONS
activity in self-service communities and track deflection from cases. Using Google Analytics, you
can dive deeply into your community’s search behavior and pull that information into meaningful Available in: Salesforce
reports. Classic (not available in all
orgs) and Lightning
Note: This feature transfers customer data to a third party, Google Analytics.
Experience
Google Analytics integrates with your self-service community to track user types, user IDs, pageviews
Available in: Enterprise,
on Salesforce objects, and customer search activity. We’ve also made it possible to turn on Google’s Performance, Unlimited,
IP Anonymization, if your policies or needs require it. and Developer Editions
The Package includes:
• Search dimensions that can be rearranged for different drilldown configurations.
• Options for tracking user flow

654
Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

• Reports that can be customized at multiple levels

• Preconfigured reports:
– Contact Support Page Activity
– Page Views by New and Returning Users
– Page Views by Salesforce Object
– Page Views by User Type
– Search Activity

• Preconfigured dashboards:
– Contact Support Activity
– Search Activity
– Page Views

Enable Google Analytics™ for Your Community

Let Google Analytics access your Salesforce data to track community user types, user IDs, page
EDITIONS
views on Salesforce objects, and customer search activity.
1. First, let Google Analytics access your data to collect page views. Go to Settings > Advanced Available in: Salesforce
in Community Builder and enter your Google Analytics ID. For more information about the Classic (not available in all
Google Analytics ID, check the Google Analytics documentation. orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To customize or publish a
community
• Create and Set Up
Communities

Note: After entering your ID, we automatically add the following sites to your org’s CSP Trusted Sites to ensure that both
Analytics and the AdWords features can function:
• https://www.google-analytics.com
• https://stats.g.doubleclick.net
If you have already had a Tracking ID entered, these sites are added automatically on moving to Winter ‘19.

2. Then optionally select the additional supporting Google features depending on your needs and policies.
• Let Google Analytics access your Salesforce data for deeper insights into search activity to allow Google Analytics to
track user types, user IDs, and customer search activity within your community.

655
Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

• Use IP Anonymization to enable the masking of IP addresses on the Google server side to help with privacy compliance or
concerns.

3. To enable the service, publish the community.

When you publish your community to enable the service, your community’s search data streams directly to Google Analytics and appears
in your Google Analytics reports.

SEE ALSO:
Content Security Policy

Set Up Google Analytics™ for Salesforce Communities

Set up Google Analytics to correctly capture usage and page view metrics for Salesforce communities.
USER PERMISSIONS
Available in: Salesforce Classic and Lightning Experience To customize or publish a
community
Available in: Enterprise, Performance, Unlimited, and Developer Editions • Create and Set Up
Communities

Enable Google Analytics™ for your community to integrate your Salesforce data with Google Analytics
before you set up Google Analytics.
1. Create custom dimensions in your Google Analytics account that capture user type and Salesforce object information. From your
Google Analytics account, go to Admin > Property > Custom Definitions > Custom Dimensions. Click +New Custom Dimension.
The first dimension you create in your Google Analytics account is automatically sorted as Index 1.
a. For Index 1, enter the Name: User Type and select Hit for the scope.
b. For Index 2, enter the Name Salesforce Object and select Hit for the scope.

2. Create a User-ID view. With the User-ID view, you can analyze how specific segments of traffic with an assigned ID engage with your
content. To create a User-ID view, go to Admin > Property > Tracking Info > User-ID and follow the instructions.
a. For the User-ID view, enter the Name: User Explorer.

Example: Custom Dimensions

Once you’ve set up Google Analytics to integrate with your Salesforce community, you can create your own reports or install the
preconfigured Google Analytics for Salesforce Communities package on page 657. Click here to access the package.

Note: Index 1 must be labeled User Type and Index 2 must be labeled Salesforce Object. If these indexes are not aligned with
the appropriate labels, incoming data from Salesforce will not properly filter into your reports. If you have an existing Google
Analytics account with indexes 1 and 2 under different labels, create a separate account to link to Salesforce.

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Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

Install Google Analytics™ for Salesforce Communities

Install preconfigured reports that integrate Salesforce community data with Google Analytics.
EDITIONS
1. Make sure you’ve signed in to your Google Analytics account.
Available in: Salesforce
2. Click here or search for Google Analytics for Salesforce Communities in the Google Analytics
Classic (not available in all
Solutions Gallery.
orgs) and Lightning
3. Click the dropdown next to Select a View and select User Explorer under the account that Experience
you are adding the package to.
Available in: Enterprise,
4. Click Create. Performance, Unlimited,
5. View your reports from Customization > Custom Reports in your Google Analytics account. and Developer Editions

Example:
USER PERMISSIONS

To customize or publish a
community
• Create and Set Up
Communities

Tip: You can drill down into the event type you are interested in viewing from each
report. You can also create your own reports in Google Analytics and add them to your
User View.

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Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

Google Analytics™ for Salesforce Communities Report Descriptions

The Google Analytics for Salesforce Communities package contains five reports that track new and
EDITIONS
returning visitors, page views, and search activity. You can also track case deflection from the Contact
Support page and get insights into the health of your self-service offerings. Available in: Salesforce
When you access Google Analytics, your Google Analytics for Salesforce Communities reports are Classic (not available in all
under Customization > Custom Reports. orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

IN THIS SECTION:
Contact Support Page Activity Report
The Contact Support Page Activity report tracks case deflection. This report can help you maximize your self-service offerings by
tracking which articles resolved support issues and which subjects resulted in new customer support cases.
Page Views by New and Returning Users Report
The Page Views by New and Returning Users report tracks which page views are from new users and how many are from returning
users.
Page Views by Salesforce Object Report
The Page Views by Salesforce Object report tracks how many times an object page is viewed.
Page Views by User Type Report
The Page Views by User Type report tracks how often each type of user is viewing a page.
Search Activity Report
The Search Activity report tracks which actions users take after entering a term in the search box.

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Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

Contact Support Page Activity Report

The Contact Support Page Activity report tracks case deflection. This report can help you maximize
EDITIONS
your self-service offerings by tracking which articles resolved support issues and which subjects
resulted in new customer support cases. Available in: Salesforce
When a customer goes to the Contact Support page, they typically have a specific issue that they Classic (not available in all
need help with right away. The customer has the option of entering their question into a search orgs) and Lightning
box and either selecting a recommended article or opening up a customer support case. The Contact Experience
Support Page Activity report tracks which cases are created and how many times a customer selected Available in: Enterprise,
an article instead. You can drill into the report to: Performance, Unlimited,
• Track how many cases have been deflected from customer support and Developer Editions
• See which articles were clicked the most
• See which subjects lead to a new support case

Page Views by New and Returning Users Report

The Page Views by New and Returning Users report tracks which page views are from new users
EDITIONS
and how many are from returning users.
You can drill into the report to: Available in: Salesforce
Classic (not available in all
• Track how active different types of user are within your community
orgs) and Lightning
• See which pages are being viewed Experience
• Get detailed information about the pages, such as page title and URL
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

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Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

Page Views by Salesforce Object Report

The Page Views by Salesforce Object report tracks how many times an object page is viewed.
EDITIONS
You can drill into the report to:
Available in: Salesforce
• Track how often an object page has been viewed
Classic (not available in all
• Get more information about the page, such as page title and URL orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Note: Only overridden pages for objects are captured as different objects. Standard pages like the Home page and Contact
Support Page are captured in the “Standard” Bucket.

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Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

Page Views by User Type Report

The Page Views by User Type report tracks how often each type of user is viewing a page.
EDITIONS
You can drill into the report to:
Available in: Salesforce
• Select the user type you want to report on
Classic (not available in all
• Get more information about the page, such as page title and URL orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Search Activity Report

The Search Activity report tracks which actions users take after entering a term in the search box.
EDITIONS
When a customer enters a term in the search box, recommended articles and similar questions are
displayed to them as they type. From there, they can click an article or related question. Customers Available in: Salesforce
have the option of searching the entire community or narrowing their search down to a particular Classic (not available in all
topic. They also have the option of asking the community a new question. orgs) and Lightning
Experience
The Search Activity report tracks which action the customer takes from the page that they begin
their search on. You can drill into the report to: Available in: Enterprise,
Performance, Unlimited,
• Identify which search terms are being used with each action
and Developer Editions
• Track how many times a search term is being used

661
Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

Google Analytics™ for Salesforce Communities Dashboard

The Google Analytics for Salesforce Communities package contains three dashboards that visually
EDITIONS
display the key metrics tracked in the package.
When you access Google Analytics, your Google Analytics for Salesforce Communities dashboards Available in: Salesforce
are under Reporting > Dashboards > Private. The Google Analytics for Salesforce Communities Classic (not available in all
package contains three dashboards: orgs) and Lightning
Experience
Note: The names of the dashboards can be customized. All other labels are not customizable.
Available in: Enterprise,
Performance, Unlimited,
IN THIS SECTION: and Developer Editions
Search Activity Dashboard
The Search Activity dashboard represents the search activity within the community.
Contact Support Page Activity Dashboard
The Contact Support Page Activity dashboard represents the activity on the Contact Support page.
Page Views Dashboard
The Page Views dashboard represents the page views in your community.

Search Activity Dashboard

The Search Activity dashboard represents the search activity within the community.
EDITIONS
You can get the following information from this dashboard:
Available in: Salesforce
• Which actions were taken most frequently
Classic (not available in all
• How Internal, Partner, Customer, and Guest users searched the community orgs) and Lightning
• A list of search terms used to create questions Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

662
Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

Contact Support Page Activity Dashboard

The Contact Support Page Activity dashboard represents the activity on the Contact Support page.
EDITIONS
You can get the following information from this dashboard:
Available in: Salesforce
• How frequently a user selected an article or created a case from the Contact Support page
Classic (not available in all
• Which types of users selected an article or created a case from the Contact Support page orgs) and Lightning
• Which subjects lead to support cases Experience
• Which articles were most frequently viewed Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

663
Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

Note: User Types refer to Internal, Partner, Customer, and Guest users.

Page Views Dashboard

The Page Views dashboard represents the page views in your community.
EDITIONS
Track page views:
Available in: Salesforce
• By Salesforce object
Classic (not available in all
• By User Type orgs) and Lightning
• By location Experience
• By new versus returning users Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

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Set Up and Manage Salesforce Communities Google Analytics™ for Salesforce Communities Package

Tracking User Flow

The User Flow tracks how different types of users are interacting with the community.
EDITIONS
User Flow is a graph that tracks a user’s navigation throughout the community. It provides insights
into traffic patterns on your site. Traffic patterns provide valuable information a community’s Available in: Salesforce
effectiveness and the path a user is likely to take when resolving an issue. Go to Reporting > Classic (not available in all
Audience > User Explorer > User Flow to view. orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

665
Set Up and Manage Salesforce Communities Manage Partner Relationships in Communities

Manage Partner Relationships in Communities

Communities is a powerful tool for partner relationship management. Invite partners to a community
EDITIONS
and share CRM data with them to drive channel sales and marketing. Create a shared pool of leads
and pass them to partner users in the community. Configure deal registration to allow partners to Available in: Salesforce
submit qualified deals, minimize channel conflict, and get early pipeline visibility. Use the power Classic (not available in all
of Lightning and Salesforce and drive your bottom line together. orgs) and Lightning
Experience
Note: If you have an existing partner portal, you can continue to use the portal to collaborate
with partners. However, we strongly recommend you migrate your partners to a community. Available in: Enterprise,
Partner portal licenses can be reused in a partner community. Performance, Unlimited,
Salesforce offers a powerful Lightning solution to help you build a partner community with button and Developer Editions
clicks, and no code: Partner Central. A community allows your partner users to log in to Salesforce
through a separate website and access data you’ve made available only to them. In a partner
community, you can:
• Extend Salesforce to securely expose CRM data with partners.
• Recruit, onboard, and educate partners (training and certifications).
• Manage your channel sales with programs, tiers, business plans, and partner scorecards.
• Manage lead distribution, deal registration, and quoting for channel sales.
• Streamline channel marketing with marketing development funds (MDF), marketing campaigns, and co-branded email
communications.
• Provide a rich, personalized and mobile-ready experience to drive partner productivity
• Manage, track, and forecast partner sales alongside your direct sales in your Salesforce org.
With communities, you can publicly share information that you want all partners to see in a single location. You can also share data
privately with specific partner users in the same community and restrict access with the security built into Salesforce.

Example: Here are a few industry examples of how a company can use a community to drive partner sales:
• A technology company can work with resellers to pass leads, register deals, and market products together
• A manufacturer can work with its distributors, wholesalers, and retailers in communities.

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Set Up and Manage Salesforce Communities Partner Central—Build Lightning Partner Communities

• An insurance company can work with independent brokers to track leads and sell insurance products.

SEE ALSO:
Migrating from Portals to Communities

Partner Central—Build Lightning Partner Communities

Quickly set up a custom, branded space where you can invite your partners and work on driving channel sales and marketing together.
The Lightning Partner Central solution is optimized for channel managers and partners to collaborate on and track sales data. A simplified
setup combined with rich branding and a responsive UI lets you quickly build an exclusive online experience for your partners.

Partner Central comes predesigned with partner sales workflows in mind so you can build and grow your partner network and bring
CRM to your partners in a shared space:
• Use the Lead Inbox component to configure lead distribution
• Configure deal registration and allow partners to submit qualified leads to beat competition
• Share training materials, sales collateral, and other resources
• Provide market development funds to drive deals and incentivize partners
• Map reports and dashboards of your choice to track deal closure, lead activity
• Organize channel partners into programs and levels to provide them with different experiences and resources based on their rank
and region
• Evaluate and promote partner users based on their performance with scorecards that track them against KPIs
• Share marketing campaigns and brand assets to provide the structure and guidance necessary for partners to successfully execute
campaigns.
• Configure Google Analytics to monitor community activity

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Set Up and Manage Salesforce Communities Create a Partner Community with Partner Central—Setup
Tasks

Get started with this handy recipe of setup tasks to create your own community with Partner Central.

Create a Partner Community with Partner Central—Setup Tasks

Partner Central is designed with partner sales workflows in mind and comes with components and pages that you can use directly or
customize easily.
Get started with your own Lightning partner community! We’ve put together a high-level roadmap—or a recipe, if you will—of the
decisions and tasks involved with setting up a community with Partner Central.

Planning • What’s Your Partner Community Prep Your Salesforce Org • Set Up the Channel Manager Role
Strategy? for a Partner Community
• Create Partner Accounts
• Buy Partner Licenses • Create Partner Users
• What Template Can I Use? • Partner Profiles, Roles, and Sharing
• Lightning Communities Limitations Considerations
• Super User Access
• Delegated Administration

Set Up a Partner • Update Org-Wide Settings Advanced PRM and • Lead Distribution
Community Community Features
• Check Out Community Workspaces • Deal Registration
• Create Communities • Market Development Fund
• Share More Salesforce Records in • Channel Programs and Levels
Your Community • Community Moderation
• Add more features with Guided • Campaign Marketplace
Setup
• Direct Messaging
• Communities and Community Users
• Configure Dashboards to Monitor
in Your Salesforce Org
Your Community
• Create Pages and Groups Targeted
at Specific Audiences

Community Design • Customize Your Community Community Reporting • Community reports and dashboards
(Builder) • Custom Reports
• Customize Community Pages and • Report Management for Partners
Components (Builder)
• AppExchange Reporting Packages
• Customize Community Navigation for Communities
• Which Components Can I Use with • Google Analytics™
Partner Central?
• Customize the Lead Inbox
• Customize the Quick Create Actions
• Custom Theme Layouts

668
Set Up and Manage Salesforce Communities Configure Features with Guided Setup

Configure Features with Guided Setup

Guided setup walks you through setting up visibility, processes, workflows, record types, layouts, and assignment rules for Salesforce
features. From start to finish, guided setup leads you through each setup step with easy-to-follow directions and navigable links to setup
pages.
As long as you have a Partner license, you can access Guided Setup from Community Workspaces. Click the Guided Setup tile, and select
which feature you want to set up.

669
Set Up and Manage Salesforce Communities Configure Features with Guided Setup

Click Overview to get a description of the feature and the setup tasks.

670
Set Up and Manage Salesforce Communities Configure Features with Guided Setup

Click Guided Setup to begin setting up the feature.

1. Each setup task has been organized into a separate step. Navigable links take you to the right setup pages for completing tasks. After
you complete the step, you can mark that task as complete and move on to the next.
2. Not able to finish one of the setups? Or do you want to hit pause on a setup and move on to the next one? Not a problem. You can
easily switch between setups from the upper left corner of the Guided Setup page. Any completed steps remain marked until you
come back to them, so it’s easy to find your place again.
3. Need a bit more information about a process or step? Want to learn more? Help and Training, a link to the Trailblazer Community,
and related Trails are easily accessible on the right side of the screen.

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Set Up and Manage Salesforce Communities Configure Features with Guided Setup

Configure Guided Setup Reports

Additional configuration is required once you’ve installed your Guided Setup reports.
EDITIONS
Once you’ve installed reports from the Guided Setup, filter values must be added to some reports.
Check the filters on your reports to ensure that they are set correctly. Available in: Salesforce
Classic (not available in all
1. Click the App Launcher and enter Report in the Find an app or item box.
orgs) and Lightning
2. Select Reports. Experience
3. Click All Folders and select the report folder. Available in: Enterprise,
4. Select the report you want to customize and click Edit. Performance, Unlimited,
and Developer Editions
5. Make any necessary changes and save.
If you want to remove any of the reports or folders from your organization, you must manually
delete them. USER PERMISSIONS

Tip: Don’t forget to also delete the custom report type for any reports that you decide to To delete reports in My
Personal Custom Reports
remove from your org.
folder
• Create and Customize
Lead Distribution Reports Reports

These reports are provided in the Lead Distribution Reports folder. To delete reports in public
folders
• Manage Public Reports
Report Name Description Additional
Customization
Unassigned Leads Number of unassigned partner leads. Replace lead owner ID
filter with the queue
record ID.

Unassigned Leads by Displays unassigned leads by age. • Replace the lead

Age owner ID filter with
the queue record
ID
• Add the Lead Age
formula field:
ROUND(NOW()-CreatedDate,
0)

Lead Creation Trend Number of partner leads created. Replace the lead
owner ID filter with the
queue record ID

Leads by Partner Number of leads owned by partner.

Tip: Add an
age filter to
Leads

Leads by Stage Displays partner leads by stage. N/A

Leads by Source Displays partner leads by channel. N/A

Leads by Region Displays partner leads by region. N/A

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Set Up and Manage Salesforce Communities Configure Features with Guided Setup

Report Name Description Additional Customization

Leads with No Activity Displays partner leads with no activity by timeframe. N/A

Deal Registration Reports

These reports are provided in the Deal Registration Reports folder.

Report Name Description Additional Customization

Number of Approved Deals by Number of approved deals for current fiscal year by month. Update the lead source and lead
Month status filters with the correct
filter values

Approved Deals by Value Total value of approved deals. Update lead source and lead
status filters with the correct
filter values

Approved to Converted Ratio Ratio of deals approved to deals converted for the current fiscal N/A
year by partner.

Closed Deals by Partner Displays the value closed deal registered by partners. N/A

Deals Registered by Age Displays registered deals by age. Add Age custom field

Deal Registration Trend Displays deal registration over time. Update lead source and lead
status filters with the correct
filter values

Deals Expiring Soon Displays registered deals that expire in the next 30 days. • Update lead source filter
with the correct filter value
• Add Expiration date field
and a filter (f.i.: Next 7 days)

Deals Pending Approval Number of deals pending approval. N/A

Rejected Deal Number of deals that have been rejected. Update lead source filter value

Converted Deals with No Activity Number of deals registered with no partner activity in the last 14 Update lead source filter value
days.

Top Active Deals Most valuable converted deals that have not yet been closed. Update lead source filter value

Market Development Fund Reports

These reports are provided in the Market Development Fund Reports folder.

Report Name Description Additional Customization

Total Budget Amount of total marketing budget. N/A

Allocated Budget Total number of budgets allocated to partners. N/A

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Set Up and Manage Salesforce Communities Configure Features with Guided Setup

Report Name Description Additional Customization

Approved Fund Requests Total approved fund requests. N/A

Approved Claims Total approved claims. N/A

Paid Claims Total paid claims. N/A

Remaining Budget Amount of budget available. N/A

Remaining Allocated Funds Amount of allocated funds available. N/A

Fund Request Drafts Number of fund requests in draft status. N/A

Fund Requests by Status Displays fund requests by approved or rejected status. N/A

Submitted Fund Requests Number of fund requests submitted. N/A

Fund Requests by Activity Number of approved fund requests by activity. N/A

Fund Requests by Type Number of approved fund requests by type. N/A

Fund Claim Drafts Number of fund claims in draft status. N/A

Fund Claims by Status Displays fund claims by approved or rejected status. N/A

Funds Used vs. Allocated by Displays funds used vs. funds allocated by type. N/A
Type

Funds Used vs. Allocated by Displays funds used vs. funds allocated by budget. N/A
Budget

Funds Used by Partners Displays requested funds vs. allocated funds by partner. N/A

Leads from Campaigns Number of leads created by campaigns funded with marketing N/A
funds.

Lead Conversion Rate Percentage of leads converted from campaigns funded with N/A
marketing funds.

Total Sales from Campaigns Amount of sales generated from campaigns funded with marketing N/A
funds.

Win/Loss Ratio Won or lost ratio of opportunities from campaigns funded with N/A
marketing funds.

ROI Total opportunities won by total funds spent. N/A

ROI by Activity Total opportunities won by total funds spent grouped by activity. N/A

Average Time to Approve Average number of days to approve a fund request. N/A
Request

Average Time to Approve Claim Average number of days to approve a fund claim. N/A

Average Time to Pay Claim Average number of days to pay an approved a fund claim. N/A

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Set Up and Manage Salesforce Communities Enable Partner Functionality in Your Org

Enable Partner Functionality in Your Org

Buy partner licenses to enable partner functionality in your org. Partner licenses are required to use
EDITIONS
the Lightning Partner Central community template, set up partner accounts, and create partner
users in your org. Available in: Salesforce
When you buy partner licenses, the following functionality is enabled in your org: Classic (not available in all
orgs) and Lightning
• The Partner Central community template.
Experience
• The default Partner User profile. You can clone it to create custom partner profiles or extend
data access via permission sets. Available in: Enterprise,
Performance, Unlimited,
• Three standard partner roles: Partner User, Partner Manager, Partner Executive. When you create
and Developer Editions
partner accounts, you can associate one of these roles with the partner users.
• A sharing rule group and category targeted at partner users.
• The Manage External Account and Enable as Partner buttons on accounts.
• A Manage External User and Enable Partner User button on contacts.

Note: If you have previously purchased partner portal licenses, you already have these features in your org.

Templates Supported for Partner Communities

The choice of template for creating a partner community depends on your company’s branding
EDITIONS
requirements and the development effort you can invest in for the design of your community.
Use Partner Central to use a highly customizable template that uses slick Lightning components, Available in: Salesforce
just like Customer Service. Partner Central is designed with channel sales workflows in mind, and Classic (not available in all
comes with the Lead Inbox component to support lead distribution. You can also configure deal orgs) and Lightning
registration to allow partners to submit leads from the community with a few button clicks and no Experience
code. Plus, you get the same rich, responsive Lightning look and feel across devices, including Available in: Enterprise,
mobile devices. Performance, Unlimited,
If you prefer the Salesforce Classic look and feel, use the Salesforce Tabs + Visualforce template. and Developer Editions
This option allows heavy rebranding, but you’ll need developers with Visualforce skills.

What’s Your Partner Community Strategy?

The type of partner community you create depends on your business, your channel sales program,
EDITIONS
and the tiers within it. For example, the strategy for a hardware manufacturer with a few partners
is different from that of an insurance company with a large agent network. Available in: Salesforce
Try to get early answers to these questions to plan your community strategy: Classic (not available in all
orgs) and Lightning
• How many Partner Community licenses do I need?
Experience
Note: If you don’t need access to all sales objects, such as opportunities, leads, and
Available in: Enterprise,
campaigns, you can also use Customer Community Plus licenses for partners. Performance, Unlimited,
• Can I invite all my partners to the same community or do I need multiple communities? and Developer Editions

• What objects do I need to grant permissions for in my partner profiles? Do I need to three roles
per account?
• What level of data visibility and privacy do I need for my community?
• Do I want to allow my partners to self-register?

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Set Up and Manage Salesforce Communities Migrate from a Partner Portal to a Community

For more ideas on planning your community strategy, check out this Trailhead module for Communities.

SEE ALSO:
Communities User Licenses

Migrate from a Partner Portal to a Community

Salesforce recommends that you migrate from partner portals to communities. Portal licenses are
EDITIONS
supported in communities so you don’t need to switch to community licenses.

Note: Starting from Summer ’13, portals are no longer available for new Salesforce orgs. Available in: Salesforce
Existing organizations using portals can continue to use their partner portals or migrate to Classic (not available in all
orgs) and Lightning
communities. If you don’t have a partner portal, but want to share records and information
Experience
with your partners, give Salesforce Communities a try. Contact Salesforce for more information.
Available in: Enterprise,
Performance, Unlimited,
Why Migrate from Portals to Communities? and Developer Editions
Communities offer all the functionality available in portals and customer portals, plus more features
including:
• A rich, responsive, mobile-ready Lightning solution designed with channel sales and marketing workflows in mind: Partner Central
• Build personalized, rich experiences with your company’s branding
• Collaborate with your partner users in groups and feeds
• Share files
• Access to reports and dashboards plus the ability to create custom reports for your community
• Single sign-on and login support for multiple authentication providers
• Content moderation, direct messages, and much more
• Single location where you can design, moderate, and manage your community
Plus, we’re working round the clock to bring you more features in every release.
See the Migrating from Portals to Communities guide for more information on how to migrate your portal users and data over to a
community.

If You Continue to Use Partner Portals

All the information about setting up partner accounts, users, portals, and tracking partner sales is available in the Salesforce Partner Portal
Guide.

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

Prep Your Org for a Partner Community

USER PERMISSIONS EDITIONS

To view accounts: Read on accounts Available in: Salesforce

Classic (not available in all
To create accounts: Create on accounts
orgs) and Lightning
To disable a partner account: Manage External Users Experience

To create, edit, disable, or deactivate partner Manage External Users Available in: Enterprise,
users: Performance, Unlimited,
and Developer Editions
To create contacts: Create on contacts

To view contacts: Read on contacts

To create, edit, and delete profiles: Manage Profiles and Permission Sets

To set field-level security: Manage Profiles and Permission Sets

AND
Customize Application

To set sharing rules: Manage Sharing

You’ve bought your partner licenses and have partner functionality enabled in your org. You’re ready to collaborate with your partners
and start closing deals together. Before you actually create a partner community, work with your channel manager to create partner
accounts and users, assign partner roles, and manage permissions.
At the very outset, set up the channel manager role and assign it to the internal users in your org who manage channel sales and work
with partner organizations.
Channel managers with the necessary permissions can perform the next steps.
1. Each partner account is automatically assigned three partner roles.

Tip: We strongly recommend that your reduce the number of roles to one role: Partner User. To avoid role proliferation, it’s
better to use one role and grant super user access to users who need access to other users’ data.

2. In Setup, type Sharing Settings in the Quick Find/Search box and edit the organization-wide defaults. Set the Default
External Access setting to Private for all the objects you want to share with your partners.
3. Clone and customize the Partner User profile per your community’s needs and, if necessary, grant extra permissions with a permission
set.
4. Create a partner account for each partner organization you work with. Partner accounts store details about partner users and their
sales data.
5. Also, plan how you want to use sharing rules to share data with partners.
6. Add users from each partner company as contacts on the respective partner account.
7. Convert the contacts on the partner account to partner users and assign a partner license, profile, and role.
8. Optionally, enable and grant super user access to partner users if you want them to view data owned by other users in their role
hierarchy.

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

9. If you work with many partner users or don’t want to deal with user management for a partner organization, consider delegating
user administration.
With that, you’re ready to set up a community and assign partner users to it.

SEE ALSO:
Default Organization-Wide Sharing Settings
Controlling Who Community or Portal Users Can See

Set Up the Channel Manager Role

Channel managers are internal users who manage your partner accounts and partner users. Before
EDITIONS
setting up a partner community, identify an internal user to play the channel manager role.
Available in: Salesforce
Channel Manager Role Classic (not available in all
orgs) and Lightning
Ideally, channel managers should create all the partner accounts for the partner organizations they Experience
manage. All partner users associated with a partner account automatically fall below the channel
manager in the partner role hierarchy. So all the data owned by those partner users rolls up and is Available in: Enterprise,
visible to the channel manager. Performance, Unlimited,
and Developer Editions

Channel Manager Profile

Profiles determine the permissions users have, page layouts they see, the tabs and record types available to them, and other settings.
Create a custom profile for channel managers or use a permission set to grant permissions to a standard profile. A few tips on what you
might want to include:
Grant the “PermissionsManagePartners” permission
When this permission is enabled, channel managers can create partner accounts and partner users.
Make the following objects available to channel managers
Leads, Accounts, Contacts, Opportunities, Documents, Campaigns, Products, and any other object you plan to share with partner
users in your community.
Assign record types
Assign record types to channel manager profiles. For example, the Lightning Partner Management solution includes two lead record
types: one to track sales leads and the other to register deals. Make sure that your channel manager has access to both.
Make the Partner Account field visible to channel managers on leads, accounts, and opportunities
Channel managers can create list views or reports for tracking partner user activity.
Assign page layouts
Assign the appropriate page layouts to your channel manager profiles.
Make the Last Transfer Date field visible to channel managers on leads
Channel managers can create lists views or reports for tracking partner user activity.

More Tips
• Create a public sharing group for channel managers. You can use this group for filtering and controlling access to documents.
• Create a lead queue for channel managers. You can use this queue for lead assignment rules.

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Create Partner Accounts

Add each company with which you partner to Salesforce as a business account. We recommend
EDITIONS
that channel managers create partner accounts so they can view all partner data.
Partner accounts are Salesforce accounts that a channel manager uses to manage partner Available in: Salesforce
organizations, partner users, and activities when using a partner community or a partner portal. A Classic (not available in all
channel manager who owns a partner account can access all the data associated with the partner orgs) and Lightning
account and the associated partner users. Experience

Note: The partner user role is a subordinate of the account owner's role. All data for the Available in: Enterprise,
partner user role rolls up to the partner account owner's role. Keep in mind that if you disable Performance, Unlimited,
a partner user, their partner user role becomes obsolete and their data no longer rolls up to and Developer Editions
the partner account role.
1. Create a business account. USER PERMISSIONS
2. Click Manage External Account, and then click Enable as Partner. To view accounts:
3. In the confirmation dialog, select Yes, I want to enable this account as a Partner Account.. • Read on accounts

4. Click Confirm. To create accounts:

• Create on accounts
Note: To create a partner account:
• If your organization has person accounts, they cannot be used as partner accounts. • Manage External Users
Only business accounts can be used as partner accounts.
• Partner accounts can’t be deleted, but they can be disabled.
• To enable a partner in Lightning Experience, add the Enable Partner User button
to the Salesforce Mobile and Lightning Experience Actions section on the Account
and Contact page layouts.

After you create a partner account, you can add users to the account as contact records and then convert them to partner users. Partner
users are Salesforce users with access to CRM objects, such as opportunities, leads, and campaigns. Partner users can access and modify
the Salesforce data you share with them by logging in to a community. They can be added to account or opportunity teams.

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

Disable Partner Accounts

You can’t delete partner accounts, but you can disable them. Disabling a partner account disables
EDITIONS
partner users associated with the account. We recommend disabling a partner account only if the
account was accidentally enabled for community access. Available in: Salesforce
If you choose to disable a partner account: Classic (not available in all
orgs) and Lightning
• Up to 15 active and inactive external users associated with the account are permanently disabled.
Experience
You also remove them from all communities, groups, teams, permission sets, and sharing rules
they’re associated with. Available in: Enterprise,
• If there are more than 15 active or inactive external users associated with an account, you can’t Performance, Unlimited,
disable it. Disable the users before disabling the account. and Developer Editions

• Roles and groups associated with the account are permanently deleted and not moved to the
Recycle Bin. USER PERMISSIONS
1. Go to the account detail page for the account you want to disable. To view accounts:
2. Click Manage External Account, then click Disable Partner Account. • Read on accounts
3. Click OK to confirm. To create accounts:
• Create on accounts
Warning:
To disable a partner
If you decide to re-enable the account in the future, you can re-enable individual contacts as partner account:
community users. Re-enabling a contact for a partner community creates a partner user record that • Manage External Users
is not associated with the previous partner user and role. You can’t restore deleted roles and groups.

Create Partner Users

After you create a partner account, add users to the account as contact records and then convert
EDITIONS
them to partner users. Partner users are Salesforce users with access to CRM objects such as
opportunities, leads, and campaigns. Partner users can access Salesforce data when they’re invited Available in: Salesforce
to a community. Classic (not available in all
orgs) and Lightning
Tip: Before creating partner users, configure your community so your partner users don’t
Experience
log in to your community before it is ready.
1. View the partner account contact you want to convert to a partner user. Available in: Enterprise,
Performance, Unlimited,
2. On the contact detail page, click Manage External User and choose Enable Partner User. and Developer Editions
Note: To manage an external user in Lightning Experience, add the following buttons
to the Salesforce Mobile and Lightning Experience Actions sections of the Account USER PERMISSIONS
and Contact page layouts.
To create, edit, disable, or
• On Accounts:
deactivate partner users:
– Enable as Partner • Manage External Users
– Disable Partner Account To create contacts:
– Disable Customer Account • Create on contacts
To view contacts:
• On Contacts:
• Read on contacts
– Enable Customer User
– Enable Partner User
– Enable Super User Access

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

– Disable Customer User

– Disable Partner User
– Disable Partner Super Access
– Log in to Community
– Log in to Portal

3. Edit the user record for this partner and assign a partner license, role, and profile.

Tip: You can use a Customer Community Plus license if the user doesn’t require access to CRM objects, such as opportunities,
leads, and campaigns.

4. Click Save.
After you create a partner user, you can edit the partner account and the partner user independently. Changes made to one are not
reflected in the other.

Tip: To check or troubleshoot issues with the partner user account, on the contact detail page, click Manage External User and
choose Log in to Portal as User. A new browser window opens and you are logged in to the community as a community user.
Consider the following when creating partner users:
• The available profiles for the partner user are limited to the Partner User profile or profiles that have been cloned from it.
• The Role drop-down is read-only the first time you enable a contact as a partner or customer user for an account. The next time you
enable a contact on this account as a customer or partner user, you can select a Role for the user.
• Unlike a standard user, the partner user role is automatically assigned based on the account name.
• The partner user role is a subordinate of the account owner's role. All data for the partner user role rolls up to the partner account
owner's role. Keep in mind that if you disable a partner user, their partner user role becomes obsolete and their data no longer rolls
up to the partner account role.
• Partner users and contacts cannot be deleted. If you no longer want a partner user to have access to their community, deactivate
the partner user.
• If you have enabled a user as a delegated administrator, note the following requirement. Before the user can create an external user,
you must add at least one partner profile to the Assignable Profiles related list and assign the user the “Manage External Users”
permission.

SEE ALSO:
Communities User Licenses

Partner User Profile

When you buy Partner Community licenses, the Partner User profile is automatically created in your
EDITIONS
org. The Partner User profile can’t be modified, but you can clone it or create permission sets to
specify what partner users can do. Available in: Salesforce
Note: The Partner User profile is also available in your org if your organization has bought Classic (not available in all
orgs) and Lightning
Partner Portal or Customer Community Plus licenses.
Experience
The profile you assign to partner users defines what data they can access within a community. For
example, you can control whether users can view, create, or edit cases and custom object records Available in: Enterprise,
using profiles and permission sets. You can also clone the Partner User profile and create custom Performance, Unlimited,
profiles with varying permissions. and Developer Editions

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

For each cloned profile, ensure that the “API Only User” permission is not selected. Users associated with this permission selected aren’t
able to log in to their communities.

Partner User Roles

USER PERMISSIONS EDITIONS

To manage partner users: Manage External Users Available in: Salesforce

Classic (not available in all
To create, edit, and delete profiles: Manage Profiles and Permission Sets
orgs) and Lightning
To create, edit, and delete page layouts: Customize Application Experience

To set field-level security: Manage Profiles and Permission Sets Available in: Enterprise,
Performance, Unlimited,
AND
and Developer Editions
Customize Application

To set sharing rules: Manage Sharing

When you enable the first external user on a partner account, a user role hierarchy is created for that account. This role hierarchy rolls
up to the account owner (typically, the channel manager). The three roles in this hierarchy are Partner User, Partner Manager, or Partner
Executive. When you create contacts on the partner account and convert them to external users, assign one of these roles to them.
The Partner User role rolls up to the Partner Manager role, which rolls up to the Partner Executive role. The Partner Executive role rolls
up to the Channel Manager role. Partner users at a given role level are able to view and edit all data owned by or shared with users below
them in the hierarchy, regardless of your org’s sharing model.
The role names include the partner account name. For example, if the partner account name is Acme, the three roles created for the
account are called Acme Partner User, Acme Partner Manager, and Acme Partner Executive. If the ownership of a partner account is
changed to another channel manager, the partner user role is moved to that location in the role hierarchy.

Tip: We recommend that you reduce the number of roles to one. Grant super user access to partner users if you want them to
see other partner users’ data.
You can delete partner roles, in which case the roles are renamed to maintain the hierarchy. For example, if the Manager role is deleted
from a three-role hierarchy of Executive, Manager, and User, then the Executive role is renamed to Manager but its object ID remains
the same. When you create a partner role, it is automatically placed at the bottom of this hierarchy. You can delete multiple roles in bulk
for better performance. For example, if most of your users are assigned the User role, you can delete the Executive and Manager roles.
For more information on deleting partner roles, see the SOAP API Developer's Guide.

SEE ALSO:
Communities User Licenses
Set the Default Number of Community Roles

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Sharing Data with Partner Users

Sharing groups and a sharing rule category are available by default in your org to share Salesforce
EDITIONS
data with partner users in a community.

Tip: Org-wide defaults and field-level security also control data access for partners in Available in: Salesforce
communities. Set the Default External Access setting to Private for all the objects you want Classic (not available in all
orgs) and Lightning
to expose to partner users in your community.
Experience
After you buy partner licenses for your org, the following groups and sharing rule category are
created: Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Group or Category Description
All Partner Portal Users group Contains all partner users in your organization
USER PERMISSIONS
All Internal Users group Contains all Salesforce users in your organization
To manage partner users:
Roles and Internal Subordinates sharing rule Allows you to create sharing rules in which you • Manage External Users
category can choose specific Salesforce users in your
To set field-level security:
organization by role, including users in roles
• Manage Profiles and
below the selected role. Partner roles are Permission Sets
excluded.
AND
Customize Application
Use these groups and the sharing rule category to easily create sharing rules that grant all community, To set sharing rules:
portal, or Salesforce users access to specific data. • Manage Sharing
Note: Customer Community licenses support sharing sets, but not sharing rules. And currently,
sharing sets don’t support objects that are associated with multiple other objects of the same
type. To use such features, your community members must have the Customer Community
Plus or Partner Community license. With that said, sharing set support for the Contacts to
Multiple Accounts feature is available as a pilot feature.

Set Partner Username Uniqueness Requirement to the Org Level

You are no longer required to create a username that is different from all the usernames ever created,
EDITIONS
when adding someone to a community. Select Require unique usernames for partners in this
org to contain the unique username requirement to one org and one org only. After you enable Available in: Salesforce
this preference, it can’t be reversed. Classic (not available in all
Orgs created after Winter ‘19 automatically contain username uniqueness to the org level. Contact orgs) and Lightning
Salesforce Customer Support to enable this option in orgs created before Winter ‘19. This perm Experience
requires verification by the Product Manager. Go to Setup > Communities Settingsto turn on Available in: Enterprise,
this preference. Once enabled, partners are required to provide their org IDs when logging in Performance, Unlimited,
through an API. and Developer Editions
Note: Uploads using Data Loader, Excel Import, and Sendia are not available to partner users
with this preference enabled.

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Enable Leads for Visualforce Communities

If you are using the Salesforce Tabs + Visualforce template, enable leads for partner users in your
EDITIONS
community so that they can access and create leads in your communities.
When you enable leads for partner users in your community, you can assign leads to those members. Available in: Salesforce
Also, partner users can edit leads, create leads, import leads, and mass update leads in a list view. Classic (not available in all
orgs) and Lightning
1. Open Community Workspaces or Community Management.
Experience
2. Click Administration > Tabs, and add the Leads tab to the list of available tabs in your
community. Available in: Enterprise,
Performance, Unlimited,
3. In Setup, set tab visibility and object permissions. You can either set them on the profile or and Developer Editions
using a permission set. If you plan to apply these permissions selectively, we recommend using
a permission set .
USER PERMISSIONS
a. If using a permission set, use the following settings for leads:
• In the Tab Settings, select Available and Visible. To enable leads for partner
users:
• In the Object Settings, select Read, Create, and Edit. • Manage Profiles and
Permission Sets
b. If using a profile, such as the Partner User profile, set the leads tab setting to Default
On and enable the Read, Create, and Edit object permissions for leads.

4. Optionally, you can assign extra permissions that enable advanced features for your partners. If you plan to apply these permissions
to only some of your partner users, we recommend creating separate permissions sets.

Note: Partner users with legacy portal licenses can use these advanced features in communities, but not in portals.

Feature Partner User Permission Needed

To import leads using the Import Leads link on the Leads tab in your community. “Import Leads”
If your partner user is importing leads, it might also make sense to allow them to import AND
accounts and contacts using the Import My Organization’s Accounts & Contacts Optionally, “Import Personal Contacts”
link on the Accounts and Contacts tabs in your community.

To change the status of multiple leads via the Change Status button. “Manage Leads”

To change the owner of multiple leads via the Change Owner button. “Transfer Leads”

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

Assign Cases to Partners

Assign cases to partner users so they can view, modify, and update case information.
EDITIONS
Before you assign cases to partners, ensure partners have permissions to read and update cases.
You can only assign cases that you have access to. Available in: Salesforce
Classic (not available in all
1. On the case detail page, click [Change] next to the Case Owner field.
orgs) and Lightning
2. Select Partner User from the Owner drop-down list and enter the name of the partner user. Experience
3. Optionally, select the Send Notification Email checkbox to send an email to the new owner. Available in: Enterprise,
4. Click Save. Performance, Unlimited,
and Developer Editions
The partner user can view and edit the case from their community.

Note:
USER PERMISSIONS
• Case comments added by partner community users are public and visible to any user
that can view the case. To assign cases to partners:
• Edit on cases
• You can create case assignment and escalation rules that automatically assign cases to
partner users based on criteria that you define. AND
Transfer Cases or
Transfer Record

Assign Tasks and Events to Partners

If you have added a calendar to your community, you can add events to it. Partner users with the
EDITIONS
Edit Events permission can create and edit their own events. Also, with the appropriate field-level
security settings, partner users can view and create activities related to leads or opportunities. Available in: Salesforce
Partner users can add tasks to leads or opportunities as reminders of particular tasks they should Classic (not available in all
perform. Administrators and channel managers can view the activity history for a particular lead or orgs) and Lightning
opportunity, or use reports to track activities assigned to partner users. A partner user can only add Experience
tasks for or see calendars shared by: Available in: Enterprise,
• Other partner users assigned to the same account. Performance, Unlimited,
• The channel manager for their account. and Developer Editions

USER PERMISSIONS

To assign events to partner

users:
• Edit Events

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

Grant Super User Access to a Partner User

Super users can access all data owned by or shared with other partner users with the same role or
EDITIONS
below them in their role hierarchy. For example, you can allow a manager in your partner accounts
to view data from other managers and their direct reports. Available in: Salesforce
A few things to consider before you grant super user access to users. Classic (not available in all
orgs) and Lightning
• Enable Partner Super User Access in your Communities Settings before granting access to
Experience
individual partner users.
• Partner super user access applies only to cases, leads, custom objects, and opportunities. Available in: Enterprise,
Performance, Unlimited,
• Partner Super Users with Role Can Access Data Owned By or Shared With and Developer Editions

Partner Executive – All partner users and partner super users in the
same role USER PERMISSIONS
– Manager and User roles below them in the To enable Partner Super
hierarchy User Access:
• Customize Application
Partner Manager – All partner users and partner super users in the
same role
– User roles below them in the hierarchy

Partner User All partner users and partner super users in the same
role (User roles only)

• Use this information to grant super user access to users with Partner Community licenses.
1. View the contact record for the user on the partner account.
2. Click Manage External Account, then choose Enable Super User Access.
3. Click OK.
This grants super user access to the user with a Partner Community license. You can also grant super user access to users with Customer
Community Plus licenses.

SEE ALSO:
Grant Super User Access to Customer Users in Your Community
Enable Super User Access for Your Communities

Delegate External User Administration

If your partner organizations have a large number of users, you can delegate user administration
USER PERMISSIONS
to external users.
To manage external users:
Available in: Salesforce Classic • Manage External Users

Available in: Enterprise, Performance, Unlimited, and Developer Editions To create, edit, and delete
profiles:
• Manage Profiles and
Permission Sets

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

External users who are delegated administrators can:

• Create and edit external user records
• Generate new passwords for external users
• Deactivate existing external users
You can grant delegated external user administration rights to users with Partner Community, Customer Community Plus, Gold Partner,
Enterprise Administration, and Customer Portal Manager licenses.

Note: The “Portal Super User” permission is automatically enabled on Customer Community Plus profiles when they are granted
delegated external administration rights. Disabling “Delegate External User Administration” does not also disable the “Portal Super
User” permission.
You can’t edit standard profiles. You can add Delegated External User Administrator to a permission set that you assign to a standard
profile.
1. From Setup, enter Profiles in the Quick Find box, then select Profiles and click a custom profile.
2. Click Edit.
3. Select Delegated External User Administrator.
4. Click Save.
5. Click Edit in the Delegated External User Profiles related list.
6. Select the profiles you want users with this profile to be able to administer.
7. Click Save.
To activate or deactivate a user or reset their password, open their contact record from the community they belong to and click Manage
External User > View Partner User. You can activate or deactivate a user and reset their password from this page.
Consider the following when setting up delegated external user administration.
• You can grant delegated administration rights using permission sets.
• On the profile you’re granting delegated administration rights to:
– Add the “Create” and “Edit” permissions on contacts so that delegated administrators can create and update contacts related
to their account.
– Set the Accounts and Contacts tab settings to Default On so that delegated administrators can view the Accounts and Contacts
tabs and easily manage contacts related to their accounts.

• Make sure accounts and contacts are available in your community.

• Optionally, set field-level security and page layouts so that delegated external user administrators can access only the account and
contact fields you specify.
• Delegated administrators are automatically granted the “View Roles and Role Hierarchy” permission, but this permission is not
revoked when you revoke the delegated user permission from the profile. If you don’t want those users to view roles, make sure you
revoke the View Roles and Role Hierarchy permission from their profile.
• To activate or deactivate a partner or customer user or to reset their password in Lightning Experience, add the following buttons
to the Salesforce Mobile and Lightning Experience Actions section on the Contact page layout.
– Disable Partner User
– Disable Customer User
– Enable Partner User
– Enable Customer User
– View Partner User

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– View Customer User

SEE ALSO:
Create Communities Users
Grant Super User Access to a Partner User
Share More Salesforce Object Data in Your Community
Add Tabs to Your Community

Delegated Account Management

Channel managers can delegate partner users to manage accounts. Using the Members tab,
EDITIONS
delegated account managers can create, edit, reset a member’s password, and activate or deactivate
an account. They can also upload brand logos and save company information for admins or channel Available in: Enterprise,
managers to use when creating co-branded email templates for partner users. Brand logos and Performance, Unlimited,
company information can also be used for co-branded marketing campaigns, deal notifications, and Developer Editions
and websites.
Partner users who have been granted delegated external user administration rights can access
Account Management from their community. From Account Management, they can manage members of their partner account from
the Members tab.

Members created from Account Management use the new Community Member Layout, which can also be found in User Page
Layout.
Channel account managers and admins can create co-branded email templates, websites, and marketing campaigns from information
uploaded to the Branding tab.

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

Merge fields under Sender Brand pull information from Account Brand directly into the email template.

Note: Co-branded email templates are available to internal users with access to Account Brand. Using Account Brand merge
fields without access to Account Brands results in unresolved merge fields.
Add the Account Brand and Community Members related lists to Accounts, to access member and brand information.

SEE ALSO:
Delegate Administration of Partner Accounts with the Members Tab
Manage Partner Brand Assets with the Branding Tab (Beta)

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

Delegate Administration of Partner Accounts with the Members Tab

Help your delegated admins keep partner users moving with the Members tab on the Account
EDITIONS
Management page. With just a few clicks, delegated admins can activate and deactivate, create
new, and edit members. They can also reset member passwords. Available in: Salesforce
Users with Partner Community, Customer Community Plus, Gold Partner, Enterprise Administration, Classic (not available in all
and Customer Portal Manager licenses, that have been granted delegated external user orgs) and Lightning
administration rights can manage partner users from the Members tab. Experience

Add the Community Members related list to Accounts to provide partner users access to member Available in: Enterprise,
details. Performance, Unlimited,
and Developer Editions
Once you’ve granted a partner delegated external administration rights, they can easily deal with
changes of staff or loss of access.
1. From your community, click your username and go to Account Management > Members. USER PERMISSIONS
2. Click the dropdown arrow next to the member’s name to reset their password. To manage external users:
3. Select or deselect the box in the Active column to activate or deactivate a member. • Manage External Users
To create, edit, and delete
4. Click Add Member to create a member.
profiles:
Example: Delegate administration to a partner user to handle the day-to-day administration • Manage Profiles and
of an account. Permission Sets

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Set Up and Manage Salesforce Communities Prep Your Org for a Partner Community

Manage Partner Brand Assets with the Branding Tab (Beta)

Delegated external admins can store partner branding assets on the Branding page. Channel
EDITIONS
managers can access this page to create co-branded emails, marketing campaigns, and websites.
Partners can also use information collected from the Branding page in partner-specific apps. Available in: Salesforce
Users with Partner Community, Customer Community Plus, Gold Partner, Enterprise Administration, Classic (not available in all
and Customer Portal Manager licenses, that have been granted delegated external user orgs) and Lightning
administration rights can update and create branding assets from the Branding tab. Experience

Add the Account Brand related list to Accounts to provide partner users access to company brand Available in: Enterprise,
information. Performance, Unlimited,
and Developer Editions
Note: As a beta feature, the Branding tab is a preview and isn’t part of the “Services” under
your master subscription agreement with Salesforce. Use this feature at your sole discretion,
and make your purchase decisions only on the basis of generally available products and USER PERMISSIONS
features. Salesforce doesn’t guarantee general availability of this feature within any particular
To manage external users:
time frame or at all, and we can discontinue it at any time. This feature is for evaluation
• Manage External Users
purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce
has no liability for any harm or damage arising out of or in connection with it. All restrictions, To create, edit, and delete
profiles:
Salesforce reservation of rights, obligations concerning the Services, and terms for related
• Manage Profiles and
Non-Salesforce Applications and Content apply equally to your use of this feature. You can
Permission Sets
provide feedback and suggestions for the Branding tab in the Salesforce Partner Community
group in the Trailblazer Community.
Once you’ve granted a partner delegated external administration rights, they can add brand details to the
1. From your community, click your username and go to Account Management > Branding.
2. To add account brand details, click New.

Example: Add brand assets to share company information, websites, and logos with channel managers.

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Optimize Account Roles to Improve Performance and Scale Your Org

Minimizing the number of roles you use for customer and partner community accounts can improve performance. Consider using
account role optimization if you anticipate having a large volume of business accounts with a single community user. In this scenario,
all accounts with one community user owned by the same employee use a single shared person role. This optimization could replace
the need for possibly thousands of account roles.
When the first role-based community user is provisioned for a customer or partner community account, a shared person role is created.
This role is used instead of your org’s default number of community roles, and it rolls up to the account owner.
When a second user is added to the customer community or the partner community account, account role optimization no longer
applies. Instead the account creates the org’s default number of community roles. Both users are assigned to a regular community role.
In a three-role hierarchy, the Executive, Manager, and User roles are created. The top-most role rolls up to the account owner.
Account role optimization interacts with customer communities and partner communities independently. If an account has a single
customer community user and two partner community users, account role optimization applies only to the customer community user.
The customer community user is assigned to the shared customer community person role. Each partner user is individually assigned to
one of the account’s partner community roles. This feature doesn’t affect role usage for person accounts.

Role or Community User Allocations Allocation Details

Total roles used in customer and partner 5,000 This allocation includes all roles associated with both customer
communities and partner communities. If you need more roles, contact Salesforce
Customer Support.

Maximum person account community users 10,000 Contact Salesforce Customer Support to increase this allocation.
that a Salesforce user can own

1. From Setup, enter Sharing Settings in the Quick Find box and select Sharing Settings.
2. In the Other Settings section, enable Use person role for first user in community account.
Review how account role optimization responds to account changes.

Change to Account Account Role Optimization Response

Account merges A shared person role is used when an account merge results in a
single community user or a single portal user (or one of each type).

Change in account ownership The single community user assigned to the original account owner
is reassigned to the new owner’s shared person role.

Community user license upgraded to a role-based community user If the account owner doesn’t already have another role-based
license community user, a shared person role is assigned to the community
user.

Contact moved to a different account Regular community roles are used regardless of whether a
role-based community user exists in the new parent account.

SEE ALSO:
Sharing Considerations for Using Account Role Optimization in Communities
Partner User Roles
Create Communities Users

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Sharing Considerations for Using Account Role Optimization in Communities

The combination of role-based sharing and account role optimization provides access to records and reports across accounts in
communities. Consider using targeted sharing access when you activate account role optimization. When an account is optimized for
roles and is using role-based sharing, any role-based share for that account exposes its records to all other accounts that roll up to the
same shared person role.

Note: Role-based sharing and account role optimization are available for Customer Community Plus and Partner Community
licenses.
Let’s look at an example.
Acme has a high volume of customer and partner community accounts, and enables account role optimization to help minimize the number
of community roles they use. Using account role optimization Acme is able to have multiple community accounts share the same person role.
Acme has Apex sharing code that shares certain types of records based on roles. This combination of account role optimization and role-based
sharing exposes these records to community users across multiple accounts in Acme’s org and communities.
To address this situation, Acme reviews their Apex sharing code, triggers, and workflows. They locate every instance where record access is
linked to roles, remove role-based sharing, and write code to target sharing access to specific community users.
When using account role optimization, it’s best to adjust your sharing settings to share directly with account users.

Consideration Recommendation
Using Apex Sharing Code and Apex Triggers Review your existing Apex sharing code, triggers, and workflows,
and determine if record access is linked to roles.
If a community user from an account that uses account role
optimization must access specific records, update your Apex
sharing code to target the user instead of a role. Do consider what
action to take if a second user is added to the account and a new
account role is created.

Using Record Access on a Role If you grant record access using a role that is associated with
account role optimization, the original user loses access to the
record if a second user is added to the account. An Apex trigger
or workflow can prevent this from happening.
Recommendation:
Create an Apex trigger or workflow to allow the community user
to retain access to records even if a second community user is
added.

Sharing Records, Folders, or Reports with Community Accounts If you want community account users to have access to:
• records
• folders
• email folders
• reports
• dashboards
• list views
• dashboards

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Consideration Recommendation
it’s best to use targeted sharing. If you choose to use sharing rules,
don’t target the shared person role. Role-based sharing grants
access to all accounts that roll up to the shared person role.
Recommendations:
Create a public group and add the community user to that group.
Then use the public group as the target of the sharing rule.
Another option is to use manual sharing or Apex-managed sharing
to share the object directly with a user.
Share list views, folders, reports, or dashboards directly with account
users, instead of using role-based sharing.

Use a Shared Person Account Role for Community Users

Convert single-user accounts associated with communities to use a shared person account role.

Important: If you have a large number of business accounts with a single community user, we recommend enabling account
role optimization for increased performance in your communities.
The PortalRole field in the User object is used to specify user roles.
1. Enable account role optimization in your org to use shared person account roles.
2. Update the role of a community user to the shared person account role via Apex. This sample Apex code illustrates how to update
the role of a community user, and convert the user to the shared person account role.

User u = new User();

u.Id = '<user id>';
u.PortalRole = 'PersonAccount';
update u;

SEE ALSO:
Optimize Account Roles to Improve Performance and Scale Your Org

Manage Channel Partnerships

Use channel programs and levels to organize and manage channel partners. Within each program, you can group partners into levels,
such as bronze, silver, and gold, and promote them based on performance. Use sharing groups, audience targeting, and sharing settings
to manage access to resources based on program or level.

Organize Partner Users

• Group partners by type or geography
• Create levels within each program that organize partners by position or rank
• Add or remove members from channel programs or levels using groups
• Promote or demote users by changing group membership

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Manage Access to Resources

• Use audience targeting to create different versions of a page with criteria fields specific to each program level
• Use the criteria fields for audience targeting to assign visibility to certain components or branding sets
• Set organization-wide defaults and sharing settings to control access to Channel Program Level and Channel Program Member
objects
• Offer incentives to different levels, such as market development funds, to motivate partner users to meet KPIs

Track Individual Performances

• Measure partner users’ performances and establish benchmarks for their channel programs
• Customize partner scorecards to display report summary results that channel account managers or executive teams wants to see
• Add multiple scorecards to track different categories

SEE ALSO:
Considerations for Using Criteria-Based Audiences
Market Development Funds
Track Performance with Partner Scorecard
Share with Program and Level Groups

Create a Channel Program

Channel programs organize partners who are running multiple channel programs. Create different
EDITIONS
programs for each type partner user, resellers, VARs, distributors, and MSPs. You can also organize
partner users based on geography. Available in: Salesforce
If you have a Partner License and have enabled Communities, the Channel Program is available in Classic (not available in all
your org. orgs) and Lightning
Experience
Create a program to provide partner users access to leads within their region, local marketing events,
and shared resources. If more partner users join the team, you can add them to the channel partner Available in: Enterprise,
program at any point. Performance, Unlimited,
and Developer Editions
1. Click the App Launcher and enter Program in the Find an app or item box.
2. Select Channel Program.
USER PERMISSIONS
3. Click New and enter the name, category, and a description.
4. Activate the Program. To create channel program
• Create on channel
5. Save the channel program. program

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Create Channel Program Levels

Motivate partner users to meet KPIs with program levels. Create multiple levels within a program
EDITIONS
and assign each partner user to a level based on performance. Different levels can offer different
incentives. For example, the Gold level can provide access to market development funds, which Available in: Salesforce
can be used to help the partner make more sales. Classic (not available in all
If you have a Partner License and have enabled Communities, the Channel Program Level is available orgs) and Lightning
in your org. Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To create channel program

level
• Create on channel
program level

Note: The My Channel Program listview includes levels of channel programs owned by and shared with a user.

Create channel program levels to organize members of a program into groups based on their performance.
1. Click the App Launcher and enter Level in the Find an app or item box.
2. Select Channel Program Levels.
3. Click New and enter the name, channel program, rank, and a description.
4. Save the channel program level.

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Share with Program and Level Groups

Group membership in programs and levels is maintained using sharing groups. A new partner user
EDITIONS
can be added to the group when joining a team. They can also be moved to another group, when
they are being promoted or demoted to a different level. Available in: Salesforce
Sharing groups aren’t only handy for moving users from one team to the next. You can also use Classic (not available in all
sharing groups to manage access to resources within levels, such as public queues, list views, sharing orgs) and Lightning
rules, and folders. Experience

Note: Deleting a partner account, that was added as a channel program member, deletes Available in: Enterprise,
the associated channel program member. Undeleting the partner account brings back the Performance, Unlimited,
account and channel program member, but the account is no longer a partner account. and Developer Editions

Tip: Org-wide defaults and field-level security also control data access for partner users in
channel groups. Set organization-wide default to Private on Channel Program Level and
Channel Program Member objects. Grant each partner user access to their individual level
and member records to ensure that only they have visibility into their accounts and
opportunities.

Channel Program Member Limits

You can add up to 5000 channel program members per organization.
EDITIONS

Available in: Salesforce

Classic (not available in all
orgs) and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Lead Distribution and Deal Registration

Salesforce Communities provides an incredibly robust and flexible set of tools to manage both
EDITIONS
inbound and outbound leads. Use Partner Central to implement lead distribution, lead monitoring,
and deal registration with a few clicks of a button. Available in: Salesforce
Lead distribution is the practice of managing and maturing both inbound and outbound sales leads Classic (not available in all
with channel partners who are selling on your behalf. Many companies sell their products through orgs) and Lightning
partners. With the lead distribution process, companies source leads and pass them to their partners Experience
for follow-up and sales. Lead distribution is also known as lead pass. Available in: Enterprise,
Other companies rely on their partners to source leads and register them with the company. This Performance, Unlimited,
process is known as deal registration. The channel manager checks in the Salesforce org to make and Developer Editions
sure that the submitted lead does not create channel conflict with other partners.

IN THIS SECTION:
Assign Leads to Partners
You can assign leads to partners or allow partners to drive their own lead queue.

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Configure Lead Distribution in Partner Central

Automatically pass on leads acquired from your web site, marketing campaigns, or referral programs using lead distribution. Partner
Central lets you share a common pool of leads with your channel partners in a partner community using the lead inbox.
Configure Deal Registration in Partner Central
Deal registration programs involve resellers registering deals with their vendor. Vendors in turn provide extra margins to the reseller
for providing early pipeline visibility for these deals and keeping out competitors. Once a deal is registered, other resellers or your
direct sales team can’t compete for the registered deal.

Assign Leads to Partners

You can assign leads to partners or allow partners to drive their own lead queue.
EDITIONS
You can:
Available in: Salesforce
• Directly assign leads: Assign each lead to an individual partner user.
Classic (not available in all
• Configure lead distribution: Assign leads to a lead queue and allow partner users to claim orgs) and Lightning
leads from the queue. The native Partner Central community template provides the lead inbox Experience
component that you can use to pass leads to partners. Use lead assignment rules to automatically
assign leads to partner users or queues based on certain properties of those leads. Available in: Enterprise,
Performance, Unlimited,
Note: User actions in a community don’t trigger assignment rules. and Developer Editions

• Configure deal registration: Allow partners to submit qualified or mature leads to get ahead
of competitors. USER PERMISSIONS

Assigning a lead to a partner user or partner lead queue is just like assigning a lead to any other To assign leads to partner
user or queue. Leads assigned directly to a user or a queue that is not part of the lead pool are users:
shown on the community’s Leads page or tab. The partner user can see leads by selecting the • Edit on leads
appropriate list view. Until a partner user has reviewed a lead, it displays in bold, and is in the My
Unread Leads list view.

Configure Lead Distribution in Partner Central

Automatically pass on leads acquired from your web site, marketing campaigns, or referral programs
EDITIONS
using lead distribution. Partner Central lets you share a common pool of leads with your channel
partners in a partner community using the lead inbox. Available in: Salesforce
While companies can choose to configure lead distribution in multiple ways, one approach is to Classic (not available in all
create a shared queue and list view of leads, and use assignment rules to automatically pass leads orgs) and Lightning
to partners in the lead inbox. Use Salesforce CRM capabilities such as lead page layouts, lead record Experience
types, and assignment rules to automate the process. Partner users can accept the leads they’re Available in: Enterprise,
assigned from the lead inbox in the partner community. Performance, Unlimited,
Configure lead distribution for your partner community for: and Developer Editions

• Automated routing of company-sourced leads to channel partners

• Criteria-based lead assignment
• Increased likelihood of lead conversion
• Automated handling of dead or dormant leads
Configuring lead distribution for your Partner Central community involves the following steps.

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IN THIS SECTION:
Create a Lead Process for Lead Distribution
A lead process allows you to define or customize status values or stages for leads.
Create a Queue for Lead Distribution
Create a shared queue of leads and add partners to the queue. A queue is a special type of list view that you can quickly share with
multiple users, groups, and roles. In fact, creating a queue automatically creates a list view in your org. Queues and their corresponding
list views both have visibility settings that allow you to share contents with partner users in your community.
Create Page Layouts for Lead Distribution
Use page layouts to control field visibility and behavior for different types of users and sales processes. There are likely fields on the
deal registration that the company may not wish to expose to partners.
Create Lead Record Types for Lead Distribution
Create a lead record to track sales leads that you pass to partner users. Record types help you differentiate between sales leads and
registered deals, assign specific page layouts for different processes, and simplify reporting for each type of record.
Create Assignment Rules for Lead Distribution
Assignment rules allow you to automatically apply criteria to sort, queue, or act on leads. For example, use assignment rules to
automatically assign leads to the lead inbox queue for Partner Central.
Customize Partner Central for Lead Distribution
Partner Central comes predesigned to support lead distribution. Verify that the Lead Inbox component works with your lead queue
and list view and test the lead distribution process.

Create a Lead Process for Lead Distribution

A lead process allows you to define or customize status values or stages for leads.
EDITIONS
Create a process called Lead Distribution and define the statuses that the lead can be in. When you
select status values for a process, think of all the stages a lead goes through in the process. Available in: Salesforce
Classic (not available in all
Tip: To use more values than the master process record provides, customize the Lead Status orgs) and Lightning
picklist values for leads before you create the lead process. Experience
1. From Setup, enter Processes in the Quick Find box.
Available in: Enterprise,
2. To create a lead process, such as for lead distribution, select Lead Processes. Performance, Unlimited,
and Developer Editions
3. Select the stages best suited to the lead and your business needs.
4. Save the process.
USER PERMISSIONS

To create processes:
• Customize Application

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Set Up and Manage Salesforce Communities Lead Distribution and Deal Registration

Create a Queue for Lead Distribution

Create a shared queue of leads and add partners to the queue. A queue is a special type of list view
EDITIONS
that you can quickly share with multiple users, groups, and roles. In fact, creating a queue
automatically creates a list view in your org. Queues and their corresponding list views both have Available in: Salesforce
visibility settings that allow you to share contents with partner users in your community. Classic
1. From Setup, enter Queues in the Quick Find box, then select Queues.
Available in: Enterprise,
2. Create a queue to queue leads for the lead inbox. Let’s call this Lead Inbox Queue or an intuitive Performance, Unlimited,
name of your choice. and Developer Editions
3. On the queue detail page, under Queue Members, add the partner users you want to pass leads
to. You can set the visibility settings by profiles, roles, or users. USER PERMISSIONS
4. Save the queue, which also creates a list view by the same name.
To create and change
5. Next, go to the Leads object home in your org. From the Views drop-down list, select the list queues:
view with the same name as the queue and edit the list view. • Customize Application
AND
Note: You can’t edit list views in Lightning Experience.
Manage Public List
6. In the Step 4: Restrict Visibility section, set visibility preferences. For example, to share the queue Views
with all partners, search by and share the list view with the All Partner Users group and save. To change lead list view
In Partner Central communities, you can select this list view to display in the lead inbox in your visibility:
community. You can create and share multiple queues and the corresponding list views with partner • Read on leads
users. Partner users with permissions to access leads, queues, and the corresponding list views can AND
see all lead list views and switch between them. Create and Customize
List Views
SEE ALSO: To create, edit, or delete
Create Queues public list views:
• Manage Public List
Views

Create Page Layouts for Lead Distribution

Use page layouts to control field visibility and behavior for different types of users and sales processes.
EDITIONS
There are likely fields on the deal registration that the company may not wish to expose to partners.
Create two page layouts: one for the channel manager and partner profiles in your partner Available in: Salesforce
community. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Leads in the Quick Find box, then select Page Layouts under Leads.
Experience
2. Create a lead page layout for partner users by cloning the master lead layout. Let’s call this Lead
Distribution - <User Profile>. Available in: Enterprise,
Performance, Unlimited,
3. Modify the page layout to add, remove, or modify the behavior of fields, action buttons, related and Developer Editions
lists, and layouts based on who the layout is for. Typically, channel managers see more data
than partner users.
USER PERMISSIONS
4. Save the page layout.
5. Repeat for channel manager profiles. To create or customize page
layouts:
• Customize Application

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Create Lead Record Types for Lead Distribution

Create a lead record to track sales leads that you pass to partner users. Record types help you
EDITIONS
differentiate between sales leads and registered deals, assign specific page layouts for different
processes, and simplify reporting for each type of record. Available in: Salesforce
Note: Creating a lead record type requires a lead process and a lead page layout. Classic (not available in all
orgs) and Lightning
Lead distribution is used for managing outbound leads that your company passes to your partners. Experience
Deal registration, on the other hand, allows partners to submit leads early on so they can get ahead
Available in: Enterprise,
of their competition. Both channel managers and partner users see both lead record types, but Performance, Unlimited,
channel managers typically require more visibility and control over the data. Define lead page and Developer Editions
layouts with both channel managers and partner users needs in mind. You can assign page layouts
to profiles for each lead record type you create.
1. From Setup, enter Leads in the Quick Find box, then select Record Types under Leads.
2. Create a record type to track leads you pass to partners for lead distribution. Let’s call this Sales Lead.
For deal registration, create a separate record type called Deal Registration.

3. Activate the record type and assign it to the appropriate partner and channel manager profiles for your community.
4. Assign page layouts for the partner and channel manager profiles.
5. Edit the picklist values for the Lead Source record type. Include values that let you track inbound leads from deal registration (from
partners) separately from outbound sales leads (passed to partners).

Create Assignment Rules for Lead Distribution

Assignment rules allow you to automatically apply criteria to sort, queue, or act on leads. For example,
EDITIONS
use assignment rules to automatically assign leads to the lead inbox queue for Partner Central.
For lead distribution, use assignment rules to define the criteria by which you want to distribute Available in: Salesforce
your leads, such as partner tier, geography, or specialization. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Leads in the Quick Find box, then select Lead Assignment Rules.
Experience
2. Create a lead assignment rule, let’s call this All Channel Sales Leads.
Available in: Enterprise,
3. Create rules to filter leads by record field values or user criteria and assign them to the lead Performance, Unlimited,
inbox queue. and Developer Editions
You can also create rules to directly assign leads to partner users.

4. To send an email notification when a lead is assigned to the queue, select an email template.
You can also create custom templates for partner email notifications.

Note: Assignment rules that run after, rather than during, lead creation can’t include the Campaign field in their criteria.

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Customize Partner Central for Lead Distribution

Partner Central comes predesigned to support lead distribution. Verify that the Lead Inbox
EDITIONS
component works with your lead queue and list view and test the lead distribution process.
1. In your Partner Central community, go to the Home page in Community Builder. Available in: Salesforce
Classic (not available in all
2. Click the Lead Inbox component and select the lead list view you want to display and link to.
orgs) and Lightning
Configure other properties in the Property Editor.
Experience
3. To save your changes, publish the community.
Available in: Enterprise,
4. Log in as a partner to test the lead distribution process. Performance, Unlimited,
• Create a few test leads that match the assignment rules for the lead queue. and Developer Editions
• Make sure that the leads show up in the lead inbox queue and list view.
• Accept a lead. Accepting a lead makes the partner the owner of the lead.
• Verify that the lead shows up in the partners list view.

Configure Deal Registration in Partner Central

Deal registration programs involve resellers registering deals with their vendor. Vendors in turn
EDITIONS
provide extra margins to the reseller for providing early pipeline visibility for these deals and keeping
out competitors. Once a deal is registered, other resellers or your direct sales team can’t compete Available in: Salesforce
for the registered deal. Classic (not available in all
Configure deal registration to: orgs) and Lightning
Experience
• Automate the submission & approval process
• Increase partner competitiveness and participation Available in: Enterprise,
Performance, Unlimited,
• Provide incentives to partners for leads they convert quickly
and Developer Editions
• Get early visibility into your pipeline
• Manage channel conflict
• Monitor channel revenues both within your community and in Salesforce
Here’s a summary of how to configure deal registration in your Partner Central community.

IN THIS SECTION:
Create Processes for Deal Registration
A process allows you to define or customize the stages in the sales process for leads or opportunities.
Create Page Layouts for Deal Registration
Use page layouts to control field visibility and behavior for different types of users and sales processes. There are likely fields on leads
that you might not want to expose only to channel managers and not partners.
Create Lead Record Types for Deal Registration
Create a lead record type to track deals submitted by partners in communities. Record types help you differentiate between sales
leads and registered deals, assign page layouts for each profile for deal registration, and simplify reporting by lead record type.
Create a Global Action to Let Partners Register Deals
Create a global action to allow partners to register deals from communities. Partner Central comes with a Quick Create button that
you can add the global action to so partners can register deals.

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Customize Opportunities for Deal Registration

Create an opportunity process, page layout, and record type, similar to leads.
Create Approval Workflows for Deal Registration
Approval workflows are unique to each organization’s sales needs and business processes.
Customize Partner Central for Deal Registration
Partner Central comes predesigned to support deal registration. Use the Quick Create button to share a global action to submit
registered deals. The template contains lead and deal list views for partner users.

Create Processes for Deal Registration

A process allows you to define or customize the stages in the sales process for leads or opportunities.
EDITIONS
When you select status values for a process, think of all the stages a lead or an opportunity goes
through. For example, for deal registration, the Lead Status values could be New, Submitted, Available in: Salesforce
Approved, Rejected. Classic (not available in all
orgs) and Lightning
Create a process for leads. Create a separate process for opportunities.
Experience
Tip: To use more values than the master process record provides, customize the Lead Status
Available in: Enterprise,
picklist values for leads before you create the lead process. Also, add the Deal Registration to Performance, Unlimited,
the Lead Source picklist values. and Developer Editions
1. From Setup, enter Processes in the Quick Find box.
2. To create a process for leads, select Lead Processes. To create a process for opportunities, USER PERMISSIONS
select Sales Process under Opportunities.
To create processes:
3. Select the stages best suited to the lead or opportunity and your business needs.
• Customize Application
4. Save the process.

Create Page Layouts for Deal Registration

Use page layouts to control field visibility and behavior for different types of users and sales processes.
EDITIONS
There are likely fields on leads that you might not want to expose only to channel managers and
not partners. Available in: Salesforce
Create two page layouts: one for the channel manager and partner profiles in your partner Classic (not available in all
community. orgs) and Lightning
Experience
1. From Setup, enter Leads in the Quick Find box, then select Page Layouts under Leads.
2. Create a lead page layout for partner users by cloning the master lead layout. Let’s call this Deal Available in: Enterprise,
Performance, Unlimited,
Registration - <User Profile>, or specifically, Deal Registration - Partner Users.
and Developer Editions
3. Modify the page layout to add, remove, or modify the behavior of fields, action buttons, related
lists, and layouts based on who the layout is for.
USER PERMISSIONS
Tip:
To create or customize page
• Extend the Lead Source picklist values to indicate which leads are submitted by layouts:
partners as deals. • Customize Application
• Add a custom, auto-numbering field called Deal ID to both partner and channel
manager page layouts. You can use this field value as a separate identifier for deals,
in both leads and opportunities.

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4. Save the page layout.

5. Repeat for channel manager profiles.

Create Lead Record Types for Deal Registration

Create a lead record type to track deals submitted by partners in communities. Record types help
EDITIONS
you differentiate between sales leads and registered deals, assign page layouts for each profile for
deal registration, and simplify reporting by lead record type. Available in: Salesforce
Note: Creating a lead record type requires you to associate it with a lead process and allow Classic (not available in all
orgs) and Lightning
you to specify page layouts to be used with different profiles. Similarly, creating an opportunity
Experience
record type requires you to provide a sales process and opportunity page layouts.
1. From Setup, enter Record Types in the Quick Find box, then select Record Types under Available in: Enterprise,
Leads. To create an opportunity record, select Record Types under Opportunities. Performance, Unlimited,
and Developer Editions
2. Create a lead record type to track registered deals called Registered Deal. If you’re creating
an opportunity record type, create one for registered deals as well.
3. Activate the record type and assign it to the appropriate partner and channel manager profiles for your community.
4. Assign page layouts for the partner and channel manager profiles.
5. If you haven’t already, edit the picklist values for the Lead Source field to include a value for registered deals.
If this is the first time you’re setting up a deal registration process for your company, consider converting existing leads to the generic
sales lead record type. Using separate record types for standard leads versus registered deals simplifies the reporting process.

Create a Global Action to Let Partners Register Deals

Create a global action to allow partners to register deals from communities. Partner Central comes
EDITIONS
with a Quick Create button that you can add the global action to so partners can register deals.
1. From Setup, enter Global Actions in the Quick Find box, then select Global Actions. Available in: Salesforce
Classic (not available in all
2. Create a global action, select Lead as the target object, and the record type for the deal
orgs) and Lightning
registration process.
Experience
3. Select or specify an appropriate label for the global action. This label displays in the Create
button menu in your community. Available in: Enterprise,
Performance, Unlimited,
4. Fill out the other details and save the global action. and Developer Editions
5. Customize the fields in the global action layout, based on the information you want your partners
to submit for each deal.

Tip: Use a Lead Source value to indicate that the lead has been captured from the Deal Registration process.

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Customize Opportunities for Deal Registration

Create an opportunity process, page layout, and record type, similar to leads.
EDITIONS
Many companies create separate sales processes for their direct and indirect sales opportunities.
Some companies prefer to expose a shorter list of opportunity stage values that are less granular Available in: Salesforce
compared to stages used by their direct sales team. Classic (not available in all
orgs) and Lightning
1. Create an opportunity process.
Experience
2. Create two opportunity page layouts, one for partner users and one for channel managers.
Available in: Enterprise,
3. Create an opportunity record type to track registered deals, different from the opportunity Performance, Unlimited,
record type you use to track direct sales opportunities. and Developer Editions
Tip:
• Many companies struggle with how to report on channel versus internal sales. Using
separate record types to categorize opportunities by who is working on them—
internal sales teams or partners—allows you to report on direct and channel sales
separately.
• Make this opportunity record type the default for partner users. This ensures they see
the same record type when the opportunity is converted, regardless of who does the
conversion.
• Add the Deal Registration value to the Lead Source picklist values for the opportunity
record type.

4. Map any custom fields on the lead record type to the opportunity record type for deal registration.

Create Approval Workflows for Deal Registration

Approval workflows are unique to each organization’s sales needs and business processes.
EDITIONS
Approval workflows should account for how you want to route submitted deals, how you want to
filter and evaluate them, and what notifications you want to send out. A few guidelines for planning Available in: Salesforce
your approval workflows: Classic (not available in all
orgs) and Lightning
• Email Templates: Create email templates for each stage of the approval process that you to
Experience
send notifications for.
• Routing: Screen leads by record type and submit all registered deals for approval. Available in: Enterprise,
Performance, Unlimited,
• On Submission: Identify what field values change on the lead record on submission, for example
and Developer Editions
the lead status. Decide if the lead record must be locked until it is approved or rejected.
• Evaluation: Decide what qualifies a submitted lead to be considered for deal registration.
Determine any thresholds, filter criteria, and stages you want to filter by. USER PERMISSIONS
• Approval: Decide who to route the submitted deal to. Typically, this is the channel manager. To create processes:
Decide what happens on approval. • Customize Application
– Change the Lead Status to approved.
– Convert the lead to an opportunity.
– Send an email notification to the partner user.
– Set a deal expiration date and save the deal approval date for reporting.
– Extend any margins or discounts that you might offer to the partner on successful closure.

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• Rejection: Decide what criteria disqualify a lead. Set the Lead Status to rejected. Send an email notification to inform them of the
rejection. Unlock the lead record so partners can modify and resubmit if necessary.
For detailed instructions, see the approval workflow documentation in the Salesforce Help

Customize Partner Central for Deal Registration

Partner Central comes predesigned to support deal registration. Use the Quick Create button to
EDITIONS
share a global action to submit registered deals. The template contains lead and deal list views for
partner users. Available in: Salesforce
1. In your Partner Central community, go to the Home page in Community Builder. Classic (not available in all
orgs) and Lightning
2. Click the Quick Create component and add another global action. By default, a New Account
Experience
action is added. Click it and select the global action you created for partners to register deals.
3. To save your changes, publish the community. Available in: Enterprise,
Performance, Unlimited,
4. Log in as a partner to test the deal registration process. and Developer Editions
• Submit a couple registered deals from the Quick Create button.
• In a different browser, log in to see if the approval workflows are working. Approve or reject
a deal.
• Back in the community, check the lead and deal list views as partner.

Market Development Funds

Drive demand for your products and provide incentives to partner users by offering market development funds as part of your channel
marketing program. Create marketing budgets, allocate marketing funds or co-op (accrued) funds to channel partners, streamline fund
requests, and process fund claims using Market Development Fund (MDF) features. Channel account managers can get a full audit of
MDF activity, including fund requests and claims approval.

Available in: Salesforce Classic and Lightning Experience

Available in: Enterprise, Performance, Unlimited, and Developer Editions

With Market Development Fund features, you can:

• Create marketing budgets
• Allocate marketing funds or co-op (accrued) funds to channel partners
• Streamline fund requests
• Process fund claims

Note: Setting up Market Development Funds is easy, using Guided Setup. Click Community Workspaces > Guided Setup >
Market Development Fund.
The Market Development Fund reports, available in the guided setup, make it easy to understand partner adoption, funds usage, and
marketing ROI. Market Development Funds is available out-of-the-box for partner communities. We created a Budget custom report
type for you. If you want to view information about allocations, requests, or claims, you need to create report types for those objects
and make sure your partners have read access to them as well.

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Set Up and Manage Salesforce Communities Market Development Funds

IN THIS SECTION:
Create a Market Development Budget
Channel account managers can create budgets for specific vendor groups based on location, type of funds (Market Development
or co-op), or by channel programs. Using custom lookup fields, they can also associate budgets with marketing campaigns.
Configure Market Development Budgets
Configure Partner Marketing Budgets so that channel account managers can access them. Set up workflows to streamline the
approval process.
Create a Partner Fund Allocation
Allocate Market Development Funds (MDF) or co-op funds to channel partners from an existing budget. Allocations are associated
with budgets and channel partners to track budget usage.
Configure Partner Fund Allocations
Configure partner fund allocation for your partner community to make funds available to your partner users. Channel account
managers can create and update funds and track fund activity.
Create a Partner Fund Request
Partner users can request funds before marketing a vendor’s product or service. Channel account managers can approve the fund
request. Fund requests are associated with channel partners, allocations, and campaigns to track how allocated funds are used.
Configure Partner Fund Requests
Configure Partner Fund Requests so that partner users can request funds for marketing campaigns and channel account managers
can approve or reject the requests.
Create a Partner Fund Claim
Let partner users claim money for expenses incurred on marketing activities. Claims are associated with fund requests.
Configure Partner Fund Claims
Configure Partner Fund Claims so that partner users can claim funds for reimbursement after running a marketing campaign. Channel
account managers can approve or reject the claim.

Create a Market Development Budget

Channel account managers can create budgets for specific vendor groups based on location, type
EDITIONS
of funds (Market Development or co-op), or by channel programs. Using custom lookup fields, they
can also associate budgets with marketing campaigns. Available in: Salesforce
If you have a Partner License and have enabled Communities, the Market Development Fund objects Classic (not available in all
are available in your org. orgs) and Lightning
Experience
1. Click the App Launcher and enter Budget in the Find an app or item box.
2. Select Partner Marketing Budget. Available in: Enterprise,
Performance, Unlimited,
3. Click New and enter the name, type, amount, and start and end dates. and Developer Editions
4. Save the budget.
Select Ignore Validation to bypass validation criteria and allow more flexibility to how budgets USER PERMISSIONS
are allocated, claimed, and requested. Once Ignore Validation is selected for a budget, it can’t be
reversed. To create budget
• Create on budget
You can update allocations, claims, and requests for this budget. The updated values must be
To update budget
associated with a budget that has the same validation status as this one.
• Update on budget

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Set Up and Manage Salesforce Communities Market Development Funds

Configure Market Development Budgets

Configure Partner Marketing Budgets so that channel account managers can access them. Set up
EDITIONS
workflows to streamline the approval process.
Configuring partner marketing budgets for your Partner Central community involves the following Available in: Salesforce
steps. Classic (not available in all
orgs) and Lightning
Experience
IN THIS SECTION:
Available in: Enterprise,
Customize Page Layouts for Partner Marketing Budgets
Performance, Unlimited,
Page layouts control field visibility and behavior for different types of users. Channel account
and Developer Editions
managers need to create and update budgets. The company may not want partner users to
have access to budgets.
Grant Channel Account Managers Access to Partner Marketing Budgets
Create a permission set that gives the channel account managers Create, Read, and Update permissions on Partner Marketing
Budgets.
Share Partner Marketing Budgets with the Channel Account Manager
Create a sharing rule that gives channel account managers access to budgets.
Create Approval Workflows for Partner Marketing Budgets
Approval workflows are unique to each organization’s marketing needs and business processes.

Customize Page Layouts for Partner Marketing Budgets

Page layouts control field visibility and behavior for different types of users. Channel account
EDITIONS
managers need to create and update budgets. The company may not want partner users to have
access to budgets. Available in: Salesforce
Create a partner marketing budget page layout for the channel account manager (CAM). Classic (not available in all
orgs) and Lightning
1. From Setup, enter Budget in the Quick Find box, then select Page Layouts under Partner
Experience
Marketing Budget.
2. Create a Partner Marketing Budget page layout for channel account managers by cloning the Available in: Enterprise,
Performance, Unlimited,
master partner marketing budget layout. Let’s call this Marketing Budget - CAM.
and Developer Editions
3. Modify the page layout to add, remove, or modify the behavior of fields, action buttons, related
lists, and layouts based on who the layout is for. Typically, channel managers create and update
budgets. USER PERMISSIONS
4. Save the page layout. To create or customize page
layouts
• Customize Application

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Set Up and Manage Salesforce Communities Market Development Funds

Grant Channel Account Managers Access to Partner Marketing Budgets

Create a permission set that gives the channel account managers Create, Read, and Update
EDITIONS
permissions on Partner Marketing Budgets.
If you have a Partner License and have enabled Communities, Market Development Fund objects Available in: Salesforce
are available in your org. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Permission in the Quick Find box, then select Permission Sets.
Experience
2. Click New.
Available in: Enterprise,
3. Enter your permission set information. Performance, Unlimited,
4. Select the channel account manager profile for the type of user that this permission set is and Developer Editions
assigned to
USER PERMISSIONS

To create permission sets

• Manage Profiles and
Permission Sets
To assign permission sets
• Assign Permission Sets

Share Partner Marketing Budgets with the Channel Account Manager

Create a sharing rule that gives channel account managers access to budgets.
EDITIONS
If you have a Partner License and have enabled Communities, Market Development Fund objects
are available in your org. Available in: Salesforce
Classic (not available in all
Create a sharing rule that grants budget access to internal users.
orgs) and Lightning
1. From Setup, enter Sharing in the Quick Find box, then select Sharing Settings. Experience
2. Click New under Partner Marketing Budget Sharing Settings. Available in: Enterprise,
3. Enter your rule information for your channel manager. Performance, Unlimited,
and Developer Editions
4. Save your sharing rule.

USER PERMISSIONS

To create sharing rules

• Manage Sharing

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Set Up and Manage Salesforce Communities Market Development Funds

Create Approval Workflows for Partner Marketing Budgets

Approval workflows are unique to each organization’s marketing needs and business processes.
EDITIONS
Approval workflows should account for how you want to route submitted budgets, how you want
to filter and evaluate them, and what notifications you want to send out. A few guidelines for Available in: Salesforce
planning your approval workflows: Classic (not available in all
orgs) and Lightning
• Email Templates: Create email templates for each stage of the approval process that you wish
Experience
to send notifications for.
• Routing: Screen budgets by record type and submit all budgets for approval. Available in: Enterprise,
Performance, Unlimited,
• On Submission: Identify what field values change on the budget on submission, for example
and Developer Editions
the budget status. Decide if the budget record must be locked until it is approved or rejected.
• Evaluation: Decide what qualifies a submitted budget to be considered for approval. Determine
any thresholds, filter criteria, and stages you want to filter by. USER PERMISSIONS
• Approval: Decide who to route the submitted budget to. Typically, this is an internal user. To create processes:
Decide what happens on approval. • Customize Application
– Send an email notification to the channel account manager.
– Set a budget expiration date and save the budget approval date for reporting.

• Rejection: Decide what criteria disqualify a budget. Send an email notification to inform them of the rejection. Unlock the budget
record so channel account managers can modify and resubmit if necessary.
For detailed instructions, see the approval workflow documentation in the Salesforce Help

Create a Partner Fund Allocation

Allocate Market Development Funds (MDF) or co-op funds to channel partners from an existing
EDITIONS
budget. Allocations are associated with budgets and channel partners to track budget usage.
If you have a Partner License and have enabled Communities, Market Development Fund objects Available in: Salesforce
are available in your org. Classic (not available in all
orgs) and Lightning
1. Click the App Launcher and enter Allocation in the Find an app or item box.
Experience
2. Select Fund Allocation.
Available in: Enterprise,
3. Click New and enter the name, budget, channel partner, and amount. Performance, Unlimited,
4. Save the allocation. and Developer Editions

Allocations can be updated. The budget associated with the updated allocation must have the
same validation status as the original. USER PERMISSIONS

To create allocations
• Create on allocations
To update allocations
• Update on allocations

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Set Up and Manage Salesforce Communities Market Development Funds

Configure Partner Fund Allocations

Configure partner fund allocation for your partner community to make funds available to your
EDITIONS
partner users. Channel account managers can create and update funds and track fund activity.
Configuring partner fund allocations for your Partner Central community involves the following Available in: Salesforce
steps. Classic (not available in all
orgs) and Lightning
Experience
IN THIS SECTION:
Available in: Enterprise,
Customize Page Layouts for Partner Fund Allocations
Performance, Unlimited,
Page layouts control field visibility and behavior for different types of users. Channel account
and Developer Editions
managers need to create and update allocations, but the company may not wish to expose
some information about allocations to partner users.
Grant CAMs Access to Partner Fund Allocations
Create a permission set to grant channel account manager permissions on Partner Fund Allocations.
Share Partner Fund Allocations with the CAM
Create two sharing rules: one for the channel account manager (CAM) and one for the partner user.

Customize Page Layouts for Partner Fund Allocations

Page layouts control field visibility and behavior for different types of users. Channel account
EDITIONS
managers need to create and update allocations, but the company may not wish to expose some
information about allocations to partner users. Available in: Salesforce
Create a marketing fund allocation page layout for the channel account manager. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Allocation in the Quick Find box, then select Page Layouts under
Experience
Partner Fund Allocation.
2. Create a Partner Fund Allocation page layout for channel account managers by cloning the Available in: Enterprise,
Performance, Unlimited,
master partner fund allocation layout. Let’s call this Marketing Fund Allocation - CAM.
and Developer Editions
3. Modify the page layout to add, remove, or modify the behavior of fields, action buttons, related
lists, and layouts based on who the layout is for. Typically, channel managers create and update
fund allocations. USER PERMISSIONS
4. Save the page layout. To create or customize page
layouts
• Customize Application

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Set Up and Manage Salesforce Communities Market Development Funds

Grant CAMs Access to Partner Fund Allocations

Create a permission set to grant channel account manager permissions on Partner Fund Allocations.
EDITIONS
If you have a Partner License and have enabled Communities, Market Development Fund objects
are available in your org. Available in: Salesforce
Classic (not available in all
Create a permission set that gives the channel account managers Create, Read, and Update
orgs) and Lightning
permissions on Partner Fund Allocations.
Experience
1. From Setup, enter Permission in the Quick Find box, then select Permission Sets.
Available in: Enterprise,
2. Click New. Performance, Unlimited,
3. Enter your permission set information. and Developer Editions

4. Select the channel account manager profile for the type of user that this permission set is
assigned to USER PERMISSIONS

To create permission sets

• Manage Profiles and
Permission Sets
To assign permission sets
• Assign Permission Sets

Share Partner Fund Allocations with the CAM

Create two sharing rules: one for the channel account manager (CAM) and one for the partner user.
EDITIONS
If you have a Partner License and have enabled Communities, Market Development Fund objects
are available in your org. Available in: Salesforce
Classic (not available in all
Create two sharing rules to grant the appropriate access to partner fund allocations for channel
orgs) and Lightning
account managers and partner users.
Experience
1. From Setup, enter Sharing in the Quick Find box, then select Sharing Settings.
Available in: Enterprise,
2. Click New under Partner Fund Allocations Sharing Settings. Performance, Unlimited,
3. Enter your rule information for your channel manager. and Developer Editions

4. Save your sharing rule.

5. Create a sharing rule for your partner users as well. USER PERMISSIONS

To create sharing rules

• Manage Sharing

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Set Up and Manage Salesforce Communities Market Development Funds

Create a Partner Fund Request

Partner users can request funds before marketing a vendor’s product or service. Channel account
EDITIONS
managers can approve the fund request. Fund requests are associated with channel partners,
allocations, and campaigns to track how allocated funds are used. Available in: Salesforce
If you have a Partner License and have enabled Communities, the Market Development Fund objects Classic (not available in all
are available in your org. orgs) and Lightning
Experience
1. Click the App Launcher and enter Request in the Find an app or item box.
2. Select Fund Requests. Available in: Enterprise,
Performance, Unlimited,
3. Click New and enter the name, channel partner, requested amount, and status. and Developer Editions
4. Save the fund request.
Requests can be updated. The budget associated with the updated request must have the same USER PERMISSIONS
validation status as the original.
To create fund request
Tip: You can create an approval workflow for partners to submit fund requests to the channel • Create on fund request
account manager. To prevent users from manually changing the status value on records they To update fund request
own, make sure the “Status” field on the Request object is set to Read-only. • Update on fund request
Note: We’ve created the Total Approved Fund Requests field for you. This formula field To delete fund request
is automatically updated. • Delete on fund request

Configure Partner Fund Requests

Configure Partner Fund Requests so that partner users can request funds for marketing campaigns
EDITIONS
and channel account managers can approve or reject the requests.
Configuring market fund requests for your Partner Central community involves the following steps. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
IN THIS SECTION:
Experience
Grant Channel Account Managers and Partner Users Access to Partner Fund Requests
Available in: Enterprise,
Create a permission set for your channel account manager (CAM) or financial department so
Performance, Unlimited,
they can manage and approve fund requests. Create another permission set for your partner
and Developer Editions
users so they can submit fund requests.
Create Approval Workflows for Partner Fund Requests
Approval workflows are unique to each organization’s marketing needs and business processes.
Customize Page Layouts for Partner Fund Requests
Page layouts control field visibility and behavior for different types of users. Partner users submit fund requests and channel account
managers approve them.

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Set Up and Manage Salesforce Communities Market Development Funds

Grant Channel Account Managers and Partner Users Access to Partner Fund Requests
Create a permission set for your channel account manager (CAM) or financial department so they
EDITIONS
can manage and approve fund requests. Create another permission set for your partner users so
they can submit fund requests. Available in: Salesforce
Create two permission sets. Grant Create, Read, Update, and Delete permissions on Fund Requests Classic (not available in all
to the channel manager. Grant channel partner users Create, Update, and Read on Fund Requests. orgs) and Lightning
Experience
1. From Setup, enter Permission in the Quick Find box, then select Permission Sets.
2. Click New. Available in: Enterprise,
Performance, Unlimited,
3. Create a permission set for the channel account manager. and Developer Editions
4. Select the channel account manager profile for the type of user that this permission set is
assigned to for one of your permission sets. USER PERMISSIONS
5. Create a permission set for the partner user, giving them only Create, Read, and Update access
to Fund Requests. To create permission sets
• Manage Profiles and
Permission Sets
To assign permission sets
• Assign Permission Sets

Create Approval Workflows for Partner Fund Requests

Approval workflows are unique to each organization’s marketing needs and business processes.
EDITIONS
Approval workflows should account for how you want to route submitted fund requests, how you
want to filter and evaluate them, and what notifications you want to send out. A few guidelines for Available in: Salesforce
planning your approval workflows: Classic (not available in all
orgs) and Lightning
• Email Templates: Create email templates for each stage of the approval process that you to
Experience
send notifications for.
• Routing: Screen fund request by record type and submit all fund requests for approval. Available in: Enterprise,
Performance, Unlimited,
• On Submission: Identify what field values change on the field request on submission, for
and Developer Editions
example the fund request status. Decide if the fund request record must be locked until it is
approved or rejected.
• Evaluation: Decide what qualifies a submitted request to be considered for approval. Determine USER PERMISSIONS
any thresholds, filter criteria, and stages you want to filter by. To create processes:
• Approval: Decide who to route the submitted fund request to. Typically, this is the channel • Customize Application
account manager or the financial department. Decide what happens on approval.
– Change the Fund Request Status to approved.
– Send an email notification to the partner user.

• Rejection: Decide what criteria disqualify a fund request. Set the Fund Request Status to rejected. Send an email notification to
inform them of the rejection. Unlock the fund request record so partner user can modify and resubmit if necessary.
For detailed instructions, see the approval workflow documentation in the Salesforce Help

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Set Up and Manage Salesforce Communities Market Development Funds

Customize Page Layouts for Partner Fund Requests

Page layouts control field visibility and behavior for different types of users. Partner users submit
EDITIONS
fund requests and channel account managers approve them.
Create two partner fund request page layouts: one for the channel account manager (CAM) and Available in: Salesforce
one for the partner user. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Request in the Quick Find box, then select Page Layouts under Partner
Experience
Fund Request.
2. Create a Partner Fund Request page layout for channel account managers by cloning the master Available in: Enterprise,
Performance, Unlimited,
partner fund request layout. Let’s call this Marketing Fund Request- CAM.
and Developer Editions
3. Modify the page layout to add, remove, or modify the behavior of fields, action buttons, related
lists, and layouts based on who the layout is for. Typically, channel managers approve and
update requests. USER PERMISSIONS
4. Save the page layout. To create or customize page
layouts
5. Create another page layout for the partner users, keeping in mind that they submit fund requests.
• Customize Application

Create a Partner Fund Claim

Let partner users claim money for expenses incurred on marketing activities. Claims are associated
EDITIONS
with fund requests.
If you have a Partner License and have enabled Communities, Market Development Fund objects Available in: Salesforce
are available in your org. Classic (not available in all
orgs) and Lightning
Tip: Create a separate permission set for the channel account manager (CAM) or financial Experience
department to manage and approve fund claims. Partner users only need Create, Update,
and Read permissions to submit a fund claim. Available in: Enterprise,
Performance, Unlimited,
1. Click the App Launcher and enter Claim in the Find an app or item box. and Developer Editions
2. Select Fund Claim.
3. Click New and enter the name, request, amount, and status of the claim. USER PERMISSIONS
4. Save the claim.
To create claims
Claims can be updated. The budget associated with the updated claim must have the same validation • Create on claims
status as the original. To update claims
Tip: You can create an approval workflow for partners to submit fund claims for • Update on claims
reimbursement by the channel account manager or financial department. To prevent users
from manually changing the status value on records they own, make sure the “Status” field
on the Claim object is set to Read-only.

Note: We’ve created the Total Approved Fund Claims and Total Reimbursed Fund Claims fields for you. These formula fields
are automatically updated.

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Set Up and Manage Salesforce Communities Market Development Funds

Configure Partner Fund Claims

Configure Partner Fund Claims so that partner users can claim funds for reimbursement after running
EDITIONS
a marketing campaign. Channel account managers can approve or reject the claim.
Configuring market fund claims for your Partner Central community involves the following steps. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
IN THIS SECTION:
Experience
Grant Channel Account Managers and Partner Users Access to Partner Fund Claims
Available in: Enterprise,
Create a permission set for your channel account manager (CAM) or financial department so
Performance, Unlimited,
they can manage and approve and reimburse fund claims. Create another permission set for
and Developer Editions
your partner users so they can submit fund claims.
Create Approval Workflows for Partner Fund Claims
Approval workflows are unique to each organization’s marketing needs and business processes.
Customize Page Layouts for Partner Fund Claims
Page layouts control field visibility and behavior for different types of users. Partner users submit fund claims and channel account
managers approve and reimburse them.

Grant Channel Account Managers and Partner Users Access to Partner Fund Claims
Create a permission set for your channel account manager (CAM) or financial department so they
EDITIONS
can manage and approve and reimburse fund claims. Create another permission set for your partner
users so they can submit fund claims. Available in: Salesforce
Create two permission sets. Grant Create, Read, Update, and Delete permissions on Fund Claims to Classic (not available in all
the channel manager. Grant channel partner users Create, Update, and Read on Fund Claims. orgs) and Lightning
Experience
1. From Setup, enter Permission in the Quick Find box, then select Permission Sets.
2. Click New. Available in: Enterprise,
Performance, Unlimited,
3. Create a permission set for the channel account manager. and Developer Editions
4. Select the channel account manager profile for the type of user that this permission set is
assigned to for one of your permission sets. USER PERMISSIONS
5. Create a permission set for the partner user, giving them only Create, Read, and Update access
to Fund Claims. To create permission sets
• Manage Profiles and
Permission Sets
To assign permission sets
• Assign Permission Sets

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Set Up and Manage Salesforce Communities Market Development Funds

Create Approval Workflows for Partner Fund Claims

Approval workflows are unique to each organization’s marketing needs and business processes.
EDITIONS
Approval workflows should account for how you want to route submitted fund claims, how you
want to filter and evaluate them, and what notifications you want to send out. A few guidelines for Available in: Salesforce
planning your approval workflows: Classic (not available in all
orgs) and Lightning
• Email Templates: Create email templates for each stage of the approval process that you to
Experience
send notifications for.
• Routing: Screen fund claims by record type and submit all fund claims for approval. Available in: Enterprise,
Performance, Unlimited,
• On Submission: Identify what field values change on the field claim on submission, for example
and Developer Editions
the fund claim status. Decide if the fund claim record must be locked until it is approved or
rejected.
• Evaluation: Decide what qualifies a submitted claim to be considered for approval. Determine USER PERMISSIONS
any thresholds, filter criteria, and stages you want to filter by. To create processes:
• Approval: Decide who to route the submitted claim to. Typically, this is the channel account • Customize Application
manager or the financial department. Decide what happens on approval.
– Change the Fund Claim Status to approved.
– Send an email notification to the partner user.

• Rejection: Decide what criteria disqualify a fund claim. Set the Fund Claim Status to rejected. Send an email notification to inform
them of the rejection. Unlock the claim record so partner user can modify and resubmit if necessary.
For detailed instructions, see the approval workflow documentation in the Salesforce Help

Customize Page Layouts for Partner Fund Claims

Page layouts control field visibility and behavior for different types of users. Partner users submit
EDITIONS
fund claims and channel account managers approve and reimburse them.
Create two partner fund claim page layouts: one for the channel account manager (CAM) and one Available in: Salesforce
for the partner user. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Claim in the Quick Find box, then select Page Layouts under Partner
Experience
Fund Claim.
2. Create a partner fund claim page layout for channel account managers by cloning the master Available in: Enterprise,
Performance, Unlimited,
partner fund claim layout. Let’s call this Marketing Fund Claim- CAM.
and Developer Editions
3. Modify the page layout to add, remove, or modify the behavior of fields, action buttons, related
lists, and layouts based on who the layout is for. Typically, channel managers approve and
update requests. USER PERMISSIONS
4. Save the page layout. To create or customize page
layouts
5. Create another page layout for the partner users, keeping in mind that they submit fund claims,
• Customize Application
but don’t approve them.

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Set Up and Manage Salesforce Communities Reach More Customers with Channel Marketing

Reach More Customers with Channel Marketing

Create seamless marketing campaigns for partner user with channel marketing tools for partner
EDITIONS
communities.
Available in: Salesforce
SEE ALSO: Classic (not available in all
orgs) and Lightning
Set Up Campaign Marketplace
Experience
Partner Community Cloud Implementation
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

Set Up Campaign Marketplace

With Campaign Marketplace, you can provide the structure and guidance necessary for partners
EDITIONS
to successfully execute campaigns. Channel marketers can create and share marketing campaigns,
guidelines, and assets with partners. They can also customize the look and feel of the marketplace Available in: Lightning
and highlight information that is important to partners. Partners can then choose which campaigns Experience
work best for them. This feature is available in Lightning communities and Lightning Bolt Solutions.
Available in: Enterprise,
Enable your channel marketers to promote pre-approved campaigns. Let partners browse, signup
Performance, Unlimited,
for, and run campaigns in just a couple of easy steps. When a partner clicks Sign Up on a campaign and Developer Editions
they want to run, a child campaign record is created from the original campaign. Partners can access
all assets associated with the campaign and customize it to fit their brand. You must have a Partner
Community license or use Distributed Marketing to use Campaign Marketplace. USER PERMISSIONS

Note: We recommend that you define your campaign hierarchy before completing these To create campaigns.
steps. Think about how you can organize your campaign hierarchy to optimize reporting on • “Create on Campaigns”
campaigns. You can organize them by channel programs and levels or you can organize them To read campaigns and use
by region. Campaign Marketplace.
1. Go to Customize > Campaigns > Page Layouts. • “Read on Campaigns”
To edit campaigns.
2. Create 2 channel marketing page layouts: one for the channel marketer and one for the partner
• “Edit on Campaigns”
profiles in your partner community.
To create or customize page
3. Go to Customize > Campaigns > Record Types and create a record type called Channel
layouts and record types.
Marketing.
• “Customize Application”
4. Go to Campaigns > Create New View and create a campaign list view called Campaign
Marketplace.
5. Create campaigns for your partner users using the Channel Marketing record type.
6. Configure your campaign marketplace in Community Builder.

Example: Campaign Marketplace

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Set Up and Manage Salesforce Communities Reach More Customers with Channel Marketing

Add filters to your list view to create different categories, such as Recommended and High ROI. Create multiple categories, and display
them as tabs to make it easier for partners to search for the campaigns they need. You can also add a custom image to your campaign
with the new campaign image field.

SEE ALSO:
Best Practices for Campaign Marketplace
Campaign Marketplace
Partner Community Cloud Implementation

Best Practices for Campaign Marketplace

Looking for best practices and use cases to help you get the most out of Campaign Marketplace?
EDITIONS
You’ve come to the right place.
Available in: Enterprise,
Highlighting a Custom Field Performance, Unlimited,
and Developer editions
Channel managers can use Highlights to call out certain types of campaigns. Create a custom
formula field for greater flexibility when choosing types of fields to highlight.
For example, you can create a custom formula text field called “Recently Added”. Enter the following formula in the “Simple Formula”
box:
IF((TODAY() - 7) < DATEVALUE(CreatedDate), "RECENTLY ADDED", "")
Add the “Recently Added” field to the columns in the list view you are using in your marketplace.

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Set Up and Manage Salesforce Communities Reach More Customers with Channel Marketing

Under Highlights, select the “Recently Added” field and choose the color you want to highlight recently added campaigns.

Managing Visibility of Campaigns Using List Views

Channel managers can configure components to manage how campaigns are displayed to partners.
• Use filters to control visibility for campaigns. By default, we only show campaigns that are active and within the start and end of
their date range. You can use activation or the start and end date to control visibility. Optionally add an approval process and a
custom "approved" field on campaigns to control the visibility in the list view.
• Provide different types of marketplaces to partners. Add multiple marketplaces, with different list views, to different regions on a
page or using the tab component.
• Hide partner-owned campaigns from the marketplace without using a trigger. You can filter the campaign list view using Owner
User Type. You can also add a custom checkbox field to the campaign and set the default to "false". Make sure the field is read-only
for the profiles that sign up for campaigns. You can then filter the list view by campaigns with the custom checkbox marked "true".

Copying Fields That Are Not on a Partner’s Page Layout

When a partner signs up for a campaign, fields that are not on the partner’s page layout are not copied. Use a trigger to copy fields you
want to include on the child campaign when a partner signs up. These fields don’t show up in the layout, but are included in the child
campaign record. We recommend using this trigger:
trigger onSignUpCopyFields on Campaign (before insert) { for (Campaign childCamp :
System.Trigger.new) { // check if the campaign is being signed-up if (childCamp.parentId
!= null) { // may need to add more conditions here, depending on campaign hierarchy
and usage. // read all the campaign data that might not be on the child // sign-up/clone
doesn’t copy the fields not on the user's page layout Campaign parentCamp = [SELECT
Id, Name, Type, YourCustomFieldName__C FROM Campaign WHERE Id =: childCamp.ParentId];
YourCustomFieldName__C = parentCamp.YourCustomFieldName__C; // You can update the record
directly only before insert.

Note: Only fields that partners have read access to are displayed.

Signing Up for a Campaign

Partner users should default their “Actual Cost in Campaign” field to null and their “Num Sent in Campaign” field to 0 before signing up
for a new campaign.

SEE ALSO:
Set Up Campaign Marketplace
Campaign Marketplace

Partner Community Cloud Implementation

Set up Distributed Marketing in Partner Community Cloud for your channel partners to access
USER PERMISSIONS
campaigns using Marketing Cloud journeys and approve campaign members to receive messages.
• Ensure that your org uses My Domain. To create, customize, or
publish a community:
• To access the Community Builder, in Sales or Service Cloud, navigate to Setup. Use Quick Find • Create and Set Up
to navigate to All Communities. Click Builder for the Community you are editing. Communities AND View
Setup and Configuration

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Set Up and Manage Salesforce Communities Track Performance with Partner Scorecard

Track Performance with Partner Scorecard

Channel account managers can measure partner users’ performances and establish benchmarks
EDITIONS
for their channel programs using partner scorecards. You can customize partner scorecards to
display any report summary results that your channel account manager or executive team wants Available in: Enterprise,
to see. Add multiple scorecards to track more than one category. Partner scorecards are available Performance, Unlimited,
in Lightning Bolt Solutions. and Developer Editions
Partner scorecards are only available with Partner Community licenses. If you don’t have access to
scorecards, contact Salesforce Customer Support to enable Manage Scorecards in your org. USER PERMISSIONS
Add the “View scorecard” action to the account layout to display the scorecard directly on the
account. Each scorecard displays admin-defined metrics that monitor partner performance. You To manage scorecards:
can organize metrics into different categories, such as sales, marketing, and support. When you • Create, Edit, and Delete
on Accounts
select the category you want each metric to belong to, the metrics sort into different tabs on your
scorecard. Scorecards are built on top of Salesforce reports. AND

1. Go to Scorecards, and click New. Create, Edit, and Delete

on Reports
2. From Setup, enter Scorecard Metric and select Fields, to enter categories that you
AND
need and are not already included.
Create, Edit, and Delete
3. Go back to your scorecard and add metrics to it. Assign metrics to categories if you want to on Scorecards
group them by KPIs.
To view scorecards:
4. Associate your scorecard with a program, level, or partner account. Once you’ve associated
• Read on Accounts
your scorecard with a program, level, or partner account, you can view the scorecard from that
account. If you’ve organize different scorecards into tabs, you can click the tab to see the AND
scorecard metrics associated with that category. Read on Reports
AND
Example: Partner Scorecard for Sales
Read on Scorecards

To view scorecard metrics:

• Run Reports

Note: Metrics are pulled from summary reports. You must have access to the reports
you want to associate with scorecards. Scorecard associations are permanently deleted
when an account is disabled.

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Set Up and Manage Salesforce Communities Track Performance with Partner Scorecard

See Configure Reports for Partner Scorecard for more information about setting up metrics for scorecards.

SEE ALSO:
Configure Reports for Partner Scorecard
Design the Field Layout for Reports Created From Your Custom Report Type
Build a Report

Configure Reports for Partner Scorecard

Assigning metrics to a Partner Scorecard is easy, but it’s important to correctly configure the reports.
EDITIONS
Follow these tips to display accurate information in your scorecard.
Here are a few things to keep in mind regarding the reports that you associate with your partner Available in: Salesforce
scorecard: Classic (not available in all
orgs) and Lightning
• Scorecards do not support report types on Account. To display data about objects that are
Experience
related to Accounts, use a report type associated with a supported object or create a custom
report type that includes both Account and a supported object. Available in: Enterprise,
• Each Metric is pulled from a summary field of a report. For a report to work with scorecards, it Performance, Unlimited,
can have a maximum of one summary field in addition to the row count. The summary value and Developer Editions
is what is displayed on your scorecard. Your metric must be associated with a summary report
or the data does not display correctly. USER PERMISSIONS
• You must have read access on all reports that you want to associate and view with scorecards.
To create, edit, and delete
• If an account is disabled, scorecards associated that account are permanently deleted. reports in private folders:
• Account ID fields must be available on the report. The Scorecard component dynamically filters • Create and Customize
reports to the current Partner Account. Reports

The following table displays information about which objects Scorecards support and how to set To create, edit, and delete
up reports for them. reports in public and private
folders:
• Report Builder OR Report
Object Report Type Actions to Take Builder (Lightning
Opportunity Standard Set Field Level Security of Experience)
Partner Account to Visible for
all profiles of users viewing
scorecards.

Opportunity Custom Set Field Level Security of

Partner Account to Visible for
all profiles of the users viewing
scorecards. Add the Partner
Account ID field to the report
type layout.

Lead Standard Set Field Level Security of

Partner Account to Visible for
all profiles of the users viewing
scorecards.

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Set Up and Manage Salesforce Communities Track Performance with Partner Scorecard

Object Report Type Actions to Take

Lead Custom Set Field Level Security of "Partner Account"
to Visible for all profiles of the users viewing
scorecards. Add the Partner Account ID field
to the report type layout.

Case Standard No Action Necessary. Case Contact Account

Id assumed to be Partner Account ID.

Case Custom Add the Case Contact’s Account Id field to

the report type layout

Partner Fund Allocation Standard No standard report types exist for this
object.

Partner Fund Allocation Custom Add the Channel Partner Account ID field
to the report type layout.

Partner Fund Request Standard No standard report types exist for this
object.

Partner Fund Request Custom Add the Channel Partner Account ID field
to the report type layout.

Custom Object Standard Add custom lookup field on Accounts. API

name must be Scorecard_Account. Must
use "(Custom Object) with Account" as
report type.

Custom Object Custom Add custom lookup field on Accounts. API

name must be Scorecard_Account. Add the
Account ID field to the custom object layout.

Any Standard Object with an Account field Standard Scorecards do not support this type of
and no Partner Account field report with default fields. Add a custom
Lookup Relationship field on Accounts. The
API name must be Scorecard_Account. Use
"(Custom Object) with Account" as the
report type.

Any Standard Object with an Account field Custom Scorecards do not support this type of
and no Partner Account field report with default fields, unless a supported
object is included in the report type.
Otherwise, add a custom Lookup
Relationship field on Accounts. The API
name must be Scorecard_Account. Add
Account Id to the report type layout.

Any other standard object Standard Scorecards do not support this type of
report with default fields, unless a supported
object is included in the report type.
Otherwise, add a custom Lookup
Relationship field on Accounts. The API

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Set Up and Manage Salesforce Communities Manage Customer Relationships with the Community Cloud

Object Report Type Actions to Take

name must be Scorecard_Account. Use
"(Custom Object) with Account" as the
report type.

Any other standard object Custom Add a supported object to the report type,
or add a custom lookup relationship field
on Accounts. API name must be
Scorecard_Account. Add the Account ID
field to the report type layout for the custom
entity

SEE ALSO:
Design the Field Layout for Reports Created From Your Custom Report Type

Manage Customer Relationships with the Community Cloud

Give your customers a private and secure place to access and update their account information
EDITIONS
with the Customer Account Portal solution from the Community Cloud. Improve customer
relationships and decrease service costs by allowing customers to see and pay invoices. They can Available in: Salesforce
also update their account information and search your knowledge base for answers to their most Classic (not available in all
frequently asked questions. orgs) and Lightning
Customer Account Portal is designed with account management in mind, so you can: Experience

• Give access to customers to create and update vital information in any Salesforce record, Available in: Enterprise,
including custom objects. As a result, reduce call center calls for easily resolved issues, like Performance, Unlimited,
updating a phone number or address. and Developer Editions
• Integrate and expose data and processes from third-party systems, like ERP and e-commerce,
via Salesforce Connect.
• Show customers information that matters the most in their member profile, and let them update their accounts on the fly.
• Use Salesforce Knowledge to give customers answers to their most pressing questions about your product and brand.
Customer Account Portal has the same flexibility and extensibility that you’re accustomed to with other Lightning communities, so you
can:
• Build custom pages and use custom branding.
• Expose more CRM objects and data that suit your business needs.
• Use audience targeting by geolocation, and create personalized content for customers by their geographical location.

Example: Here are a few industry examples of how a company can use Customer Account Portal to enhance customer relationships.
• A utilities company allows customers to check their bills and pay them online.
• An insurance company lets clients file claims online.
• A university makes it easy for students to sign up for classes online.

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Set Up and Manage Salesforce Communities Build a Portal with the Customer Account Portal Solution

Build a Portal with the Customer Account Portal Solution

Set up a custom space where your customers can take care of their needs on their own, and reduce
USER PERMISSIONS
support calls to your company. Admins can set up Customer Account Portal with a few clicks.
To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

The Customer Account Portal comes with a variety of components out-of-the-box to make your company’s portal a personalized point
of access to information, processes, and experts:
• Use the Tile Menu on page 308 for an intuitive and visually stunning navigation experience.
• Configure the Member Profile on page 269 component to give customers all their account information and settings in one convenient
place.
• Give access to your company’s knowledge base to answer your customers’ most frequently asked questions
Get started with this handy list of setup tasks to create your own customer account portal.

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Set Up and Manage Salesforce Communities Create a Customer Account Portal—Setup Tasks

Create a Customer Account Portal—Setup Tasks

Review this high-level list of tasks and considerations for prepping and setting up your portal.
EDITIONS
Planning • What’s Your Customer Prep Your • Create Communities Available in: Salesforce
Account Portal Strategy? Salesforce Org for Users Classic (not available in all
a Customer Portal orgs) and Lightning
• Extend Salesforce to • Super User Access
Experience
Customers with the • Delegated
Correct Licenses Administration Available in: Enterprise,
• Lightning Communities Performance, Unlimited,
Limitations and Developer Editions

• Communities and
Community Users in
Your Salesforce Org

Set Up a • Update Org-Wide Advanced • Community Moderation

Customer Settings Community
• Configure Dashboards to
Account Portal Features
• Check Out Community Monitor Your
Workspaces Community
• Create Communities • Create Pages and Groups
• Share More Salesforce Targeted at Specific
Records in Your Audiences
Community

Community • Customize Your Community • Community reports and

Design Community (Builder) Reporting dashboards
• Customize Community • Custom Reports
Pages and Components • Report Management for
(Builder) Partners
• Customize Community • AppExchange Reporting
Navigation Packages for
• Which Components Can Communities
I Use with Customer • Google Analytics™
Account Portal?
• Custom Theme Layouts

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Set Up and Manage Salesforce Communities What’s Your Customer Account Portal Strategy?

What’s Your Customer Account Portal Strategy?

The type of customer account portal you create depends on your business needs and what you
EDITIONS
want to accomplish. For example, an insurance company has a different strategy from a clothing
retailer. Available in: Salesforce
To get the most out of your Customer Account Portal implementation, ask yourself some questions. Classic (not available in all
orgs) and Lightning
• How many Customer Community licenses do I need? Do I invest in Customer Community
Experience
licenses or Customer Community Plus licenses?
• What level of data visibility and privacy do I need for each object that I’m exposing to my Available in: Enterprise,
customers? Performance, Unlimited,
and Developer Editions
• Which objects do I grant permissions to in my customer community profiles?
• Do I want to allow my customers to self-register?
For more ideas on planning your community strategy, check out this Trailhead module for Communities.

SEE ALSO:
Communities User Licenses

Extend Salesforce to Customers with the Correct Licenses

Buy customer licenses to enable customer-specific functionality in your org. Customer licenses are
EDITIONS
required to give access to the Customer Account Portal and set up customer users.
When you buy customer licenses, the following functionality is enabled in your org. Available in: Salesforce
Classic (not available in all
• The default Customer Community profile. You can clone it to create custom customer profiles
orgs) and Lightning
or extend data access via permissions sets.
Experience
• The Enable as Customer User button on contacts.
Available in: Enterprise,
• Access to delegated admin, reports and dashboards, and advanced sharing for customer users.
Performance, Unlimited,
Check out Communities and Community Users in Your Salesforce Org, a quick video about how and Developer Editions
communities live in an org, the differences between community licenses, and how Salesforce
accounts and community users are associated with one another.

Give Customers Access to Your Knowledge Base Through Help Center

A help center is a public-access, self-service community that makes it easy for people to find answers
EDITIONS
for themselves. Instead of filing cases through customer support, visitors find the information they
need from the articles that you make available from your knowledge base. You reduce the load on Available in: Essentials,
your customer support team, and folks get the satisfaction of finding their own solutions. Enterprise, Performance,
Use the new Help Center template to create a help center in minutes. When your help center is in Unlimited, and Developer
place, use a guided setup to step through help center configuration. The guided setup offers links editions
that take you to relevant locations in the help center’s user interface.

Tip: If your needs change, you can move from a help center template to another kind of
customer portal. A process is available on page 733 in the Administration Workspace for
making the switch.
Before you create your help center, there are a few actions you can take to prepare the way.

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Set Up and Manage Salesforce Communities Give Customers Access to Your Knowledge Base Through
Help Center

Enable Salesforce Knowledge in Your Org

Before you can create a help center, Knowledge must be enabled for your org, and you must enable the Knowledge org preference. It’s
also useful to have a robust collection of Knowledge articles with a focus on solutions to common problems. Ideally, you already have
Knowledge enabled along with a large collection of helpful articles. The main purpose of your help center is to give the public easy
access to this useful information.
Plan your knowledge base and set up visibility for your data categories
The simpler your data is structured, the easier your help center is to navigate. Make the right content available to the public. You can
choose the types of articles to make public so nothing sensitive or proprietary is at risk.
List the topics you intend to cover in your help center
Topics are the foundation of your help center. They make it easy for customers to discover all the information that you provide about a
given subject. Talk to your customer support team about the things people ask about most. Base your Featured Topics selection on the
most frequently asked questions. If you like, your topics can have a hierarchical structure—for example, you can set up topics with
subtopics.
Set up an article layout specifically for your help center
The way an article is laid out can affect how easy it is to access the article’s data. Don’t hide the lead. Consider offering a summary section
at the top so customers can get to basic information quickly.

Note: Way back in Summer ’18, we boosted the limits on articles and translation languages for some editions. It’s useful to know
for your help center planning.
• Essentials: 500 Articles, 1 Language
• Enterprise: 50 K Articles, 5 Languages
• Unlimited 150 K Articles, 10 Languages

Gather your resources

Upload the text and image files you plan to use in your help center to your org.
• For the Featured Topics component, upload 250-by-250-pixel images—one for each featured topic. You can have up to 25 featured
topics, but consider using fewer to keep your help center easy to navigate.
• Upload images for your help center's logo, login page background, and page header. Your help center images are a branding
opportunity, so make them attractive and representative of your brand. The header can be a GIF, JPG, or PNG file with a maximum
file size of 20 KB.
• Upload an HTML file for your page footer.

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Set Up and Manage Salesforce Communities Help Center Setup Tasks

Note: Your default view of the help center includes the footer: Powered by Salesforce. You can easily delete it or replace it
with your own footer content.

SEE ALSO:
Enable Salesforce Knowledge
Create a Help Center
Organize Communities with Topics
Set Up Featured Topics
Automatically Assign Topics to Articles
Contact Support Form
Access Community Workspaces
Salesforce Knowledge Documentation Overview
Plan Your Knowledge Base
Configure the Guest User Profile for Unauthenticated Users
Knowledge Article Types

Help Center Setup Tasks

Help Center is designed with self-service in mind. The Help Center template comes with components
EDITIONS
and pages that you can use as-is or customize to suit your needs.
Get started with your own publicly accessible Help Center! We’ve put together a set of tasks and Available in: Essentials,
useful references for setting up a Help Center. Enterprise, Performance,
Unlimited, and Developer
Plan Your Help Center editions
• Give Customers Access to Your Knowledge Base Through
Help Center

Enable Knowledge in Your Org and • Enable Salesforce Knowledge

Enable the Knowledge Org Preference

Create and Configure Your Help • Create a Help Center on page 730
Center
• Organize Communities with Topics on page 551
• Set Up Featured Topics on page 558
• Data Categories Best Practices
• Automatically Assign Topics to Articles on page 556
• Contact Support Form on page 221
• Check Out Community Workspaces
• Community Builder Overview on page 346
• Add more features with Guided Setup
• Configure the Guest User Profile for Unauthenticated
Users on page 41

Add Branding and Customize Your • Customize Your Community (Builder)

Help Center Theme

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Set Up and Manage Salesforce Communities Create a Help Center

• Customize Community Pages and Components (Builder)

• Customize Community Navigation
• Custom Theme Layouts
• Brand Your Community on page 53

Create a Help Center

Set up a help center to give guest users access to the knowledge articles that you choose. Help
EDITIONS
users find solutions, and give them a way to contact you when the answer isn’t available. This topic
is for you if your org uses Classic Knowledge. Available in: Essentials,
Before you begin, review the topic, “Introducing Help Center,” on page 727 and take the advance Enterprise, Performance,
steps it discusses. Unlimited, and Developer
editions
This topic steps you through help center creation when your org uses Classic Knowledge. Generally,
you create your help center community using the Help Center template, and then configure it using
a guided setup. USER PERMISSIONS
1. In your org, go to Setup > All Communities and click New Community. To create a help center
2. Click the Help Center tile, and then click Get Started. • Create and Set Up
3. Enter a name for your help center, and then complete the help center URL. Communities

4. Click Create. To work with topics in the

Community's content
5. Go to your help center community’s Workspaces, and click the Guided Setup tile. Then click management system (CMS)
the Help Center guided setup tile.
• Create Topics
6. On the Help Center guided setup tile, click the Guided Setup link. • Merge Topics
This step launches the guided setup. The setup steps you through configuring your help center.
• Delete Topics
Each step includes a link to the location in the help center user interface where you can do the
• Edit Topics
configuration described in the step. Guided setup steps include:
• Creating topics and assigning featured topics
• Mapping topics to data categories
• Setting up a Customer Support page
• Setting up your Home page
• Configuring search
• Configuring any other pages you want to include in your help center
• Doing some final configuration in the help center’s Workspaces
• Previewing and publishing your help center

7. Create topics and assign featured topics.

Topics are the fundamental unit of organization in your help center. Ask your customer support team about the situations they get
called about most. Use their ideas to create topics that are of great interest to customers seeking solutions. Have 250 x 250 pixel
images on hand for each featured topic. These images add to the look and feel of your help center. Create an FAQ topic that you
can use as a default topic. Create an FAQ article for your help center with useful, general information.
a. Go to Community Workspaces, and click the Content Management tile.
b. Click the Topics tab, and then click Topic Management.

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Set Up and Manage Salesforce Communities Create a Help Center

c. Add topics to your help center.

Topics can be hierarchical, so you can add both topics and subtopics.

d. Still in the Topics area of Content Management, click Featured Topics and Set Up Featured Topics on page 558.

8. Map topics to data categories using Automatic Topic Assignment on page 556.
To make your articles visible in the help center, use data categories to automatically assign multiple topics to articles. This step is
crucial. Salesforce Knowledge uses data categories to classify articles and make them discoverable. When you map topics to a data
category, any article that uses the category also uses the topics that are mapped to it. Check the box for Assign this Topic to all
existing articles. This step adds help center topics to existing articles and automates publishing to the help center.

9. In Community Builder, open the Contact Support page, and set up the Contact Support and Case Deflection components.
Your help center offers a Contact Support page that you set up in Community Builder on page 389. The page comes with Contact
Support and Case Deflection components. Case Deflection brings up articles and other resources that are related to the information
a guest enters in the contact support form. For the Case Deflection component, set the default topic for “No Content” to your new
FAQ topic. When guests come across a topic with no articles, they see your FAQ topic. Assign the FAQ topic to at least one article
that contains lots of useful general information.

10. In Community Builder, configure your home page.

Get your image and HTML files ready to upload. The images are for your help center's logo, login page background, and page header.
The header can be a GIF, JPG, or PNG file with a maximum file size of 20 KB. The HTML file is for your page footer.

Note: Your default view of the help center includes the footer: Powered by Salesforce. You can easily delete it or replace it
with your own footer content.
a. Go to Settings > General, and give your guest user profile read access to your Help Center data categories on page 41.
b.

Click the Theme icon, and configure your theme. Add a logo and login background image, select colors and fonts, and
tweak Theme Settings.
c. Configure page components to apply your company’s brand to your help center. For example, in the default theme, add images
to the Hero Header and Hero Background components.

11. In Community Builder, open the Home page, click the Global Search for Peer-to-Peer Communities component, and configure its
properties on page 253.
Under Autocomplete Search, select Limit autocomplete search results to Discussions and Articles.

12. Set up the other pages in your help center to look the way you want.
Check out these useful help center pages: Topic Detail, Contact Us, and Article Detail. For the Knowledge Article component, clear
the Allow Voting property. The votes of public users aren’t counted.

13. In the Administration Workspace, click Preferences, and select Give access to public API requests on Chatter.
This step makes it possible for guest users to access pages that are based on Chatter APIs.

14. Preview, publish, and activate your help center.

Publishing a community is an essential step, but the task of community creation isn’t complete until you also activate it on page
64.

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Set Up and Manage Salesforce Communities Help Center Template Pages

15. Publicize your new help center. For example, share your help center URL with visitors to your company website.

SEE ALSO:
Help Center Setup Tasks
Change from Help Center to a New Template

Help Center Template Pages

The Help Center template offers a public-facing, self-service portal where guest users can search
EDITIONS
your knowledge base for answers to their questions. It reduces the load on your customer support
staff and gives customers the satisfaction of finding their own solutions. Available in: Essentials,
Enterprise, Performance,
Unlimited, and Developer
Included Features editions
• Ready-made template
• Guided setup configuration
• Publicly accessible
• Self-service
• Curated—you decide which of your Knowledge articles is shared

Included Pages
Template Pages
• Home
• Contact Support
• Error
• Search
• Topic Catalog
• Topic Detail
Object Pages
• File Detail
• File List
Content Pages
• News Detail

SEE ALSO:
Manage Your Community’s Pages and Their Properties in Community Builder
Page Properties and Types in Community Builder

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Set Up and Manage Salesforce Communities Change from Help Center to a New Template

Change from Help Center to a New Template

Changing from a help center template to another template type is a simple process in itself. But
EDITIONS
the complexity increases with the things you must consider and actions you must take before you
make the change. The complexity of a template change varies according to how much original Available in: Essentials,
help center content and configuration you want to preserve in the new template. Keep in mind Enterprise, Performance,
that Salesforce partners have considerable experience with making template changes and can Unlimited, and Developer
assist you with this process. editions
Important: Before you change templates in a production environment, try it out in your
sandbox first. If you don’t try it out in your sandbox, you run a strong risk of losing data, wasting USER PERMISSIONS
time, and creating unnecessary cost.
To change a help center
In a template change, some objects and configurations are preserved and some aren’t. template
Preserved after a Template Change • Create and Set Up
• Featured and navigational topics Communities

• Topic-to-article mapping
• Data category-to-topic mapping
• Most page content
• Data about trending articles and topics
• Topic statistics
• Your help center URL (but keeping the same URL is optional)
Not Preserved after a Template Change
• Your custom pages–There’s a workaround. You can export your custom pages before you change templates. After you change
templates, you can import them into the new template.
• Specific component configuration–Some configuration is preserved, like featured topics, navigational topics, and topic-to-article
mapping. Some configuration isn’t preserved, like search and type-ahead search configuration. A template change offers an opportunity
to revisit component configuration. For example, in your help center, you let customers search articles and cases. In your new
template environment, you can widen your list of searchable objects to make many more object types easy to discover.
• Branding–Before you change templates, consider whether you want to change or preserve brands in the new template. If you decide
to keep the same brand, all the image assets used in the original template are available in your org’s asset library. You have access
to this library in the Community Builder under Theme > Images.
• Theme–When you change templates, the theme defaults to the new template’s theme. You can reuse theme elements from the
original template by grabbing them from your org’s asset library.
• CSS styles–You can copy your CSS styles under Theme > Edit CSS, and paste them into a text file. After you switch templates, you
can copy-and-paste your CSS from the text file into the new community.
After you preserve the things you want to retain from your original help center, you’re ready to change templates.
1. Ensure that you have the latest version of the help center template.
a. In Community Builder, open Settings, and click Updates.
b. Confirm that you understand the update changes, and click Update.
c. In the confirmation dialog, click Update. In the success dialog, click Close.

2. In the Administration Workspace, click Settings > Change Template.

3. Click the tile for the template you’re changing to.
4. Click Get Started.

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Set Up and Manage Salesforce Communities Educate Your Users About Communities

5. In the Name field, enter a name for your community.

6. In the URL field, enter the value you used for your help center or enter a new value.
7. Click Create.
After your new template is in place, bring in the elements from the original help center template that you want to preserve. For example:
• Import the custom pages you exported from your help center.
• Configure page components.
• Apply branding.
• Adjust your theme, including pasting the custom CSS styles you preserved.
• If you had featured topics in the help center, you can drag the Featured Topics component onto your Home page. Your original
configuration of the Featured Topics component is preserved in the new template.

SEE ALSO:
Update Your Community’s Template
Export a Customized Community Page in a Lightning Bolt Solution
Considerations for Changing Your Community Template
Change Your Community Template

Educate Your Users About Communities

Tell community members what to expect from their community experience.
EDITIONS

IN THIS SECTION: Available in: Salesforce

Classic (not available in all
Switching Between Your Salesforce Org and Your Communities
orgs) and Lightning
If you use Lightning communities and Lightning Experience, use the App Launcher to switch Experience
back and forth between your Salesforce org and your communities. If you use Tabs + Visualforce
communities and Salesforce Classic, use the global header. You can embed a community url Available in: Enterprise,
directly into buttons or links. You can also redirect a user to another community or to a specific Performance, Unlimited,
page within another community. and Developer Editions

Share Personal Contact Information Within Communities

Users can specify which information from their profile is visible to external users, such as customers and partners, and guests viewing
publicly accessible pages that don’t require login.
Search Behavior in Communities
Search capabilities in communities can make or break a member’s experience. Search in communities is different depending on
whether your community is using a Community Builder-based template or a Salesforce Tabs + Visualforce template. In general,
searches within a community return results specific to that community.
Manage Your Community Email Notifications
Use email notifications to keep up with important updates in communities.
Chatter in Communities
Chatter is a social network for holding and preserving discussions in a business, customer community, or other enterprise. But it’s
not all talk. Community members can use Chatter to engage with your organization, seek expert advice, and revisit relevant discussions.
Chatter gives you a direct view into your community, fostering insight and inspiration. Chatter lets you stay focused on your business
and the things you want to get done.

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Set Up and Manage Salesforce Communities Switching Between Your Salesforce Org and Your
Communities

Community Cloud Cookies

Salesforce communities use cookies to improve functionality and speed up processing times. By saving a user’s settings, cookies can
enhance the user’s experience and the performance of the community.

Switching Between Your Salesforce Org and Your Communities

If you use Lightning communities and Lightning Experience, use the App Launcher to switch back
EDITIONS
and forth between your Salesforce org and your communities. If you use Tabs + Visualforce
communities and Salesforce Classic, use the global header. You can embed a community url directly Available in: Salesforce
into buttons or links. You can also redirect a user to another community or to a specific page within Classic (not available in all
another community. orgs) and Lightning
Switching between your Salesforce org and your communities doesn’t disrupt your workflow. We Experience
return you to the page where you were last working, either in the current browser tab (standard Available in: Enterprise,
apps) or in a new browser tab (connected apps and communities). If you are using the app launcher Performance, Unlimited,
or the global header, whichever communities you are a member of is displayed as a dropdown or and Developer Editions
tile.

App Launcher for Lightning Communities and Lightning Experience

The App Launcher is available in communities based on Customer Service, Partner Central, and Lightning Bolt Solutions. By default, the
App Launcher is hidden in existing communities and displayed in new communities.

In Lightning Experience, the App Launcher displays a tile for every published community along with your apps. In Lightning communities,
the App Launcher displays a tile for every published community and app but the All Items area and AppExchange link aren't available.
Members see only the communities and apps that they’re authorized to see according to their profile or permission sets.

Note: The App Launcher is not available in the Salesforce app or in Salesforce Tabs + Visualforce communities. Members of these
communities can use the global header to switch between their Salesforce org and their communities.

735
Set Up and Manage Salesforce Communities Switching Between Your Salesforce Org and Your
Communities

Global Header for Tabs + Visualforce Communities and Salesforce Classic

The menu on the left side lets you switch between communities and your Salesforce org.
• The dropdown shows all the active communities that you’re a member of.
• If you have the “Create and Set Up Communities” permission, you also see communities in preview that you’re a member of.
• Internal users who aren’t members of any community only see the company name.
• External users see the dropdown menu only if they belong to more than one active community.
• If an external user who is only a member of one active community is given the URL for a community in preview, they don’t see the
dropdown menu in the community.

Important: If your org is setting up a My Domain that hasn’t finished deployment of the new custom domain, switching from a
community to your internal org directs you to the Salesforce login page instead. This can happen when you’ve logged in using a
My Domain URL that has been registered but not yet deployed. Once your domain is deployed, selecting your organization in the
dropdown directs you to the internal organization as expected.
The Your Name menu on the right side contains links to edit contact information and log out. For internal users, it also contains a
link to Help & Training and may also contain links to Setup and other tools depending on user permissions and enabled features.

Embedded Community URLs

If you want to allow users to switch between their communities and their Salesforce org, you can also embed community urls into
buttons or links.
• Enable the global header to make community urls visible.
• Copy the url of the community you want to link to.
• Embed the url wherever you want it to appear on your site.
• Disable the global header if you want. Users are still able to seamlessly switch from one community to the next without additional
logins.
You can also direct users to a specific page in a community, such as a checkout cart—rather than a homepage. To redirect your customers
to a specific page, add the following parameter to your company url:
/servlet/networks/switch?networkId=<your 18 digit salesforce community ID, which can be found at
the end of the community url>&startURL=<url of specific page you want to direct customers
to>

SEE ALSO:
Enable the App Launcher in Lightning Communities
Enable the Global Header for Communities
Set Up and Manage Salesforce Communities

736
Set Up and Manage Salesforce Communities Share Personal Contact Information Within Communities

Share Personal Contact Information Within Communities

Users can specify which information from their profile is visible to external users, such as customers and partners, and guests viewing
publicly accessible pages that don’t require login.
When interacting with other community members, it’s important to balance being visible and accessible with protecting your personal
contact information. You may not want to show your job title, phone numbers, and other contact details outside of your internal
organization. Your customers and partners may not want other customers and partners viewing all their contact information.
Use either the user interface or API to control visibility. You can choose to expose fields to employees only, members of the community
from outside your company, or guest users who aren’t required to log in. Some fields are always visible to everyone accessing the
community Some fields allow up to three levels of visibility, while others allow fewer.
• Employees—Only members from the internal organization can view.
• External—Members from the internal organization and external members, such as customers and partners, can view. External users
are users with Community, Customer Portal, or partner portal licenses.
• Public—Anyone can view, including guest users viewing publicly accessible pages that don’t require login. Guest users can access
public pages in communities via the Guest User license associated with each site or community.
In the API, setting a field to true on the User object makes it visible to the type of user indicated in the field name (external or guest
users).
Consider these tips about the visibility of your contact information.
• Your chosen settings apply to every community you’re a member of.
• When a user is restricted from viewing a contact information field, there are differences in what’s displayed in the user interface
versus the API.
– In the user interface, the restricted field is hidden from your profile everywhere that it usually displays in a community. If your
organization displays your profile information on custom Visualforce pages, the field still displays, but with the value #N/A.
– In the API, a field set to false returns the value #N/A.

• Information in hidden fields on a profile is not searchable by other partners and customers in the community, but is searchable by
users in the company’s internal organization.

Default Visibility Settings for Contact Information

This table summarizes the default visibility settings for contact information and your options for restricting visibility.

Contact Default Where to Set in Options for API Controls on User Object
Information Visibility User Interface Restricting
Visibility
First Name Public Go to Your Everyone see these N/A
Last Name Name > Edit fields unless your
Contact Info, then administrator
Nickname click About enables nickname
About Me display or creates a
custom page that
displays this
information. If your
administrator has
enabled nickname
display, your

737
Set Up and Manage Salesforce Communities Share Personal Contact Information Within Communities

Contact Default Where to Set in Options for API Controls on User Object
Information Visibility User Interface Restricting
Visibility
nickname displays
in place of your
first and last names
in most locations.

Title External Go to Your Employees, UserPreferencesShowTitleToExternalUsers

Name > Edit external, or public UserPreferencesShowTitleToGuestUsers
Contact Info, then
click About Note: When the guest user preference is set to true,
the job title field is visible to external members even
if the external member preference is set to false.

Profile photo External. On your profile External or public UserPreferencesShowProfilePicToGuestUsers

Users page, click Update
without under your photo
access (or Add Photo if
see the you haven’t added
stock a photo yet), then
photo. select Show in
communities
with
publicly
accessible
pages

City Employees Go to Your Employees,

Note: For each pair of preferences controlling the
Country Name > Edit external, or public
visibility of a field, when the guest user preference is
Contact Info, then
Email set to true, the field is visible to external members
click Contact
even if the external member preference is set to
Fax
false.
Mobile Phone
UserPreferencesShowCityToExternalUsers
State
UserPreferencesShowCityToGuestUsers
Street Address
UserPreferencesShowCountryToExternalUsers
Work Phone
UserPreferencesShowCountryToGuestUsers
Zip/Postal Code
UserPreferencesShowEmailToExternalUsers
UserPreferencesShowEmailToGuestUsers
UserPreferencesShowFaxToExternalUsers
UserPreferencesShowFaxToGuestUsers
UserPreferencesShowManagerToExternalUsers
UserPreferencesShowManagerToGuestUsers
UserPreferencesShowMobilePhoneToExternalUsers

738
Set Up and Manage Salesforce Communities Search Behavior in Communities

Contact Default Where to Set in Options for API Controls on User Object
Information Visibility User Interface Restricting
Visibility
UserPreferencesShowMobilePhoneToGuestUsers
UserPreferencesShowPostalCodeToExternalUsers
UserPreferencesShowPostalCodeToGuestUsers
UserPreferencesShowStateToExternalUsers
UserPreferencesShowStateToGuestUsers
UserPreferencesShowStreetAddressToExternalUsers
UserPreferencesShowStreetAddressToGuestUsers
UserPreferencesShowWorkPhoneToExternalUsers
UserPreferencesShowWorkPhoneToGuestUsers

Search Behavior in Communities

Search capabilities in communities can make or break a member’s experience. Search in communities
EDITIONS
is different depending on whether your community is using a Community Builder-based template
or a Salesforce Tabs + Visualforce template. In general, searches within a community return results Available in: Salesforce
specific to that community. Classic (not available in all
orgs) and Lightning
Note: To be searchable in communities, objects must be searchable in Lightning Experience
Experience
and supported in community templates.
For all communities: Available in: Enterprise,
Search behavior in communities is different from searches in the internal org: Performance, Unlimited,
and Developer Editions
• In general, searches within a community return matches from within the community. To
find items from a different community, members must leave the current community and
search from within the other community.
• In community search results, members can see what they have access to through their profiles and permission sets. In addition,
they can also view data that is explicitly shared with them in the community context. This can include internal company content
and records not explicitly shared with the rest of the community. For example, if the user’s profile allows access to accounts, but
the accounts tab isn’t exposed in the community, the member can still view account data in their search results.
• For user searches performed by external users of a community, global search and enhanced lookup search (with the All Fields
option selected) query the following limited set of fields:
– Name
– Username
– User ID
– Body
– Email
– Phone
– Custom fields
For example, say an external community member searches for a user, John Doe, by his alias jdoe. If that term isn’t contained
in any of the searchable fields in the user object, John Doe’s record isn’t included in search results.

739
Set Up and Manage Salesforce Communities Search Behavior in Communities

• Search results include all the records and files that a community member has access to. This includes records not explicitly
exposed in the community or records and files they have access to in the internal Salesforce organization. In file searches, users
can see:
– Files they own
– Files shared with them directly
– Files they have access to in a library
– Files that are posted to a record they have access to
– Files that are posted to groups or shared with that community

• The admin must enable search result filters for an object in the internal org for it to be searchable in a community. To make
custom objects searchable, the object must be associated to a tab in the internal org.
For communities using the Koa and Kokua templates:
• The Featured Search component lets community members search for articles within a specific data category.
• The Article List component shows the search results based on the search term entered in Featured Search.

Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates to create
communities. Salesforce still supports existing communities that were built using Koa and Kokua. To create a community based
on Koa or Kokua, contact Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to
replace your existing Koa and Kokua communities. The latest Lightning community templates provide richer support for
Knowledge and case management.
For communities using the Customer Service template:
• The Search Publisher component lets community members enter search terms in the community.
• The Search Results component shows a list of search results limited to articles and discussions.

Note: Only articles that have a topic associated to them in Topic Management populate in the Search Results component.

• The Global Search Results component lets members see search results in one tab (All), or in separate tabs for cases, accounts,
contacts, feeds (discussions), and any other object exposed in the community (including custom objects) to which they have
access.

Note: Admins must associate a tab to a custom object to make it searchable in global search.

• The Search & Post Publisher component gives admins the option to set up autocomplete search results. These suggested search
results populate based on objects made searchable in the community, and included in autocomplete search.
For all Lightning communities
Users in a community can filter their search results for the following objects: accounts, knowledge articles, cases, contacts, dashboards,
files, leads, opportunities, people, and tasks. Search filtering for communities is on by default in your Salesforce org. From Setup, in
the Object Manager, go to Search Layouts for each object you want to filter. Add the fields that users want to filter to the Search
Results layout. Supported field types are checkbox, phone number, picklist, text, and URL. You can’t filter encrypted fields.

Note: Filtering on knowledge articles is a beta feature. As a beta feature, filtering on knowledge articles is a preview and isn’t
part of the “Services” under your master subscription agreement with Salesforce. Use this feature at your sole discretion, and
make your purchase decisions only on the basis of generally available products and features. Salesforce doesn’t guarantee
general availability of this feature within any particular time frame or at all, and we can discontinue it at any time. This feature
is for evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce has no liability for
any harm or damage arising out of or in connection with it. All restrictions, Salesforce reservation of rights, obligations concerning
the Services, and terms for related Non-Salesforce Applications and Content apply equally to your use of this feature.

740
Set Up and Manage Salesforce Communities Manage Your Community Email Notifications

For communities using Salesforce Tabs + Visualforce:

• If Chatter is enabled in your org, global search and contextual feed search are enabled by default in all communities.
– With global search, members can search for records, files, people, groups, topics, and feed posts and comments.
–
Feed search ( ) is helpful when members want to look for information in a specific feed context. Groups, user profiles,
records, and the community feed support feed search.

• If Chatter isn’t enabled, sidebar search is enabled in all communities.

– Sidebar search doesn’t support searches for items specific to Chatter, such as feeds, groups, files, topics, and user profiles.

SEE ALSO:
Configure Search Results in Lightning Experience

Manage Your Community Email Notifications

Use email notifications to keep up with important updates in communities.
EDITIONS
You can choose to receive email notifications whenever someone posts on your profile, comments
after you on a post you’ve commented on, posts to a group you belong to, and more. Email Available in: Salesforce
notification preferences are set by community. Classic (not available in all
orgs) and Lightning
To set your email preferences, go to your profile page within a community, click the dropdown
Experience
button ( ) in the upper-right corner and select My Settings, then click Email Settings. You
can turn individual notifications on or off. Available in: Enterprise,
Performance, Unlimited,
Your chosen settings apply to the current community. If you don’t belong to any groups yet, you and Developer Editions
won’t see the option to set groups on this page until after you join your first group. You can also
set your group email preferences using the Email Me... dropdown on each group’s page. You can
choose to receive a daily or weekly digest email or an email every time someone posts. This option is visible if you’re a group member.
Your email options are similar to the Chatter email settings in your internal organization under your personal settings ( Your Name >
My Settings > Email Settings for Chatter Free users). Within communities, however, note the following differences.

Warning: Avoid spamming new group members in a community, especially if you are adding group members en masse. Deselect
the following org-wide Chatter email notifications: Allow Emails and Allow Posts via Email. Access these settings by searching
Email Settings in the Quick Find search box in Salesforce Setup.
• The default notification frequency for new groups you join can’t be set via the user interface. It can be set only via Salesforce APIs
(SOAP API and REST API).
• Personal digests aren’t currently available.
• You don’t receive notifications when new articles are added to topics.
• If your community has Chatter messages enabled, you’re notified of file shares in a message. If Chatter messages aren’t enabled, you
are notified of file shares by email.
• If flagging is enabled in the community, the Flags an item as inappropriate option appears for all members of the
community, but only sends notifications if:
– You’re a group owner or manager and a member flags a post, comment, or file in your group.
– You’re a moderator and a member flags a post, comment, or file you have access to. Depending on the type of notification you
want to receive, you also need following permissions:

741
Set Up and Manage Salesforce Communities Chatter in Communities

Email Notifications About Required Permission

Flagged posts and comments “Moderate Communities Feeds”

Flagged files “Moderate Communities Files”

Flagged Chatter messages “Moderate Communities Feeds” and “Moderate Communities Chatter Messages”

Flagged direct messages “Moderate Communities Chatter Messages”

If the Flag as Inappropriate link doesn't work in your email, try flagging the message from the UI.

SEE ALSO:
Navigate to Chatter Email Settings

Chatter in Communities
Chatter is a social network for holding and preserving discussions in a business, customer community,
EDITIONS
or other enterprise. But it’s not all talk. Community members can use Chatter to engage with your
organization, seek expert advice, and revisit relevant discussions. Chatter gives you a direct view Available in: Salesforce
into your community, fostering insight and inspiration. Chatter lets you stay focused on your business Classic (not available in all
and the things you want to get done. orgs) and Lightning
In communities, where Chatter is often referred to as feeds, lots of extra features that support Experience
customer and partner communities are available. For example, use threaded discussions to add Available in: Enterprise,
dimension to your feeds by including the power to reply to answers and comments. Enable company Performance, Unlimited,
verification to put your organization’s stamp of approval on an answer to a customer question. Use and Developer Editions
streams to join multiple feeds together into one mega-feed. Use direct messages to create a
break-out session with a customer or partner needing individual attention.

IN THIS SECTION:
Who Can See What in Communities
Threaded Discussions in a Community
When you talk to people, it’s rarely like a feed, where one person asks a question and everyone else answers. In real life, when one
person asks a question, someone answers, and then there's a reply to that answer, and a reply to that reply. With threaded discussions,
you can experience this lively flow in your communities.
Close a Conversation
The question is answered, the topic discussed, the poll decided—what do you do now? You end the conversation. Community
admins, moderators, and permitted members can close a question, poll, or post. And, if needed, they can reopen it. It’s a nice way
to stop the churning on a settled matter.
Chatter Streams in Communities
Your community members can combine multiple feeds into a stream to create a single point of access to related information.
Combine feeds of top contributors or discussions concerning a particular product line. Create a stream that combines feeds from
discussions, groups, topics, profiles, and all kinds of objects, like cases, opportunities, and accounts. No more jumping from feed-to-feed
to figure out what people are saying. Each member can create up to 100 streams.

742
Set Up and Manage Salesforce Communities Chatter in Communities

View Community Streams from Your Internal Salesforce Org

Community members who have access to their internal Salesforce org can view their community streams from the org. When you
click most community-based links from the internal org view, they lead right back to the community.
Share a Link to the Detail View of a Post
The Share feature on a feed post includes a Copy Link option. Use it to grab a link that jumps directly to the detail view of a post.
Copying places the link on your clipboard. You can paste the link wherever you like.

SEE ALSO:
Enable and Assign Permissions to Use Code Snippets
Rename the Chatter Tab
Assign Post Pinning Permission
Assign Permission to Verify Answers for Your Company
Enable Upvoting and Downvoting
Add Rich Publisher Apps to Your Feeds

Who Can See What in Communities

Communities contain various types of users who require varying levels of access. What users see
EDITIONS
depends on their user type and which tabs the administrator selects when creating the community.
The behavior we cover in these tables doesn’t take into account updates to your sharing model or Available in: Salesforce
user sharing. Classic (not available in all
orgs) and Lightning
Administrator or Salesforce External Experience
Salesforce user Community Community
with “Create and Member (all Member (Customer Available in: Enterprise,
Set Up Salesforce licenses Portal, Partner Performance, Unlimited,
Communities” including Chatter Portal, Partner and Developer Editions
permission Free and Chatter Community,
Only) Customer
Community,
Lightning External
Apps, or Lightning
External Apps Plus
license)
Administer Can create, customize Not available Not available
communities in tabs and branding, add
Salesforce or remove members,
and activate or
deactivate a
community. User must
also have the
“Customize
Application”
permission to create or
customize
communities.

743
Set Up and Manage Salesforce Communities Chatter in Communities

Administrator or Salesforce Salesforce Community External Community

user with “Create and Set Member (all Salesforce Member (Customer Portal,
Up Communities” licenses including Chatter Partner Portal, Partner
permission Free and Chatter Only) Community, Customer
Community, Lightning
External Apps, or Lightning
External Apps Plus license)
Global Header The dropdown in the global The dropdown in the global The dropdown in the global
header shows a list of header shows a list of header shows a list of
communities the user created communities the user created communities the user has access
or has access to. Also links back or has access to. Also links back to.
to their internal organization. to their internal organization. Can’t access communities in
Can access setup for all Can’t access communities in Inactive status. Can see
communities regardless of Inactive status. Can see communities in Preview
status. communities in Preview status if a link is provided.
Can see communities in status if a link is provided.
Preview status.

Your Name menu in Global Same as in internal organization. Same as in internal organization. Can see a My Settings menu, an
Header Chatter Free users see a My Edit Contact Info menu, and a
Settings menu, an Edit Contact Logout link. For external users,
Info menu, and a Logout link. For the My Settings menu opens an
Chatter Free users, the My overlay where they can update
Settings menu opens an overlay location settings, security
where they can update location settings, email settings, and
settings, security settings, email approved connections. These
settings, and approved settings apply across all
connections. These settings communities that users have
apply across the internal access to. This overlay is different
organization and all from the My Settings page that
communities that users have other internal users see if the
access to. This overlay is different organization has enabled the
from the My Settings page that improved Setup user interface.
other internal users see if the
organization has enabled the
improved Setup user interface.

Access to Community Admins or users with “Manage Users with “Manage Not available
Workspaces or Community Communities” can see the menu Communities” can see the menu
Management menu in Global and use it to preview the and use it to preview the
Header community or access community or access
community settings in Community Builder, Site.com
Community Builder, Site.com Studio, and Lightning Platform.
Studio, and Lightning Platform. Note that the Community
Note that the Community Builder option doesn’t appear
Builder option doesn’t appear for communities created using
the Salesforce Tabs + Visualforce
template.

744
Set Up and Manage Salesforce Communities Chatter in Communities

Administrator or Salesforce Salesforce Community External Community

user with “Create and Set Member (all Salesforce Member (Customer Portal,
Up Communities” licenses including Chatter Partner Portal, Partner
permission Free and Chatter Only) Community, Customer
Community, Lightning
External Apps, or Lightning
External Apps Plus license)
for communities created using This menu only appears within
the Salesforce Tabs + Visualforce Community Management.
template.
This menu only appears within
Community Management.

Salesforce Help Can see Salesforce Help. Standard Salesforce user sees Not available
Salesforce Help. Chatter Free
user sees Chatter help.

People Can see everyone else in the community and vice versa.

Profiles and people hovers Can see all contact information fields (such as Title, Work Phone, Can see all members’ First Name,
and Email) on all community members’ profiles. In people hovers, Last Name, and Nickname fields
user always sees members’ Title, Work Phone, and Mobile Phone and profile photos, but can only
fields. see additional contact
information fields that members
have chosen to show to external
users. By default, Title is shown
while all other fields are not. In
people hovers, user sees Title,
Work Phone, and Mobile Phone
fields only if the member has
chosen to show them.

Records (such as accounts, leads, Can see records they own, and Standard Salesforce user sees Can see records they own, and
opportunities) ones have access to (based on records they own, and ones they ones they have access to (based
sharing rules) across all have access to (based on sharing on sharing rules and
communities and their internal rules) across all communities permissions) across all
org. and their internal organization. communities.
Chatter Free user doesn’t have
access to records.

Dashboards and Reports Can view and create dashboards and reports Role-based external users can
create and edit reports in
communities, but not in portals.
However, there are some
exceptions. For more
information, see Set Up Report
Management for External
Users—Create and Edit Reports.
All role-based external users can
refresh dashboards.

745
Set Up and Manage Salesforce Communities Chatter in Communities

Administrator or Salesforce Salesforce Community External Community

user with “Create and Set Member (all Salesforce Member (Customer Portal,
Up Communities” licenses including Chatter Partner Portal, Partner
permission Free and Chatter Only) Community, Customer
Community, Lightning
External Apps, or Lightning
External Apps Plus license)
Salesforce Knowledge Articles Salesforce Knowledge User Salesforce Knowledge User Visibility on the article’s
License, Read permission on License, Read permission on category.
the article type, and visibility on the article type, and visibility on
the category. the article’s category.

Chatter Visibility

Salesforce Administrator Salesforce Community External Community

Member (all Salesforce Member (Customer Portal,
licenses including Chatter Partner Portal, Partner
Free and Chatter Only) Community, Customer
Community, Lightning
External Apps, or Lightning
External Apps Plus license)
Groups Within a community, user can Within a community, user can Within a community, user can
see all groups for that see all groups for that see all groups in the community
community and join them, but community and join them, but and join them, but can’t see
can’t see groups from other can’t see groups from other groups from other communities
communities they belong to or communities they belong to or they’re a member of.
their internal organization. their internal organization. Can create groups. In groups
Can create groups. In groups Can create groups. In groups user is a member of, can post,
user is a member of, can post, user is a member of, can post, comment, post files or links, or
comment, post files or links, or comment, post files or links, or share someone else’s post.
share someone else’s post. share someone else’s post.
Administrators can also control
whether users in the
organization and external users
can create groups through the
“Create and Own New Chatter
Groups” user permission.

Files Regardless of the current community, users see files they own, that Regardless of the current
are shared with them directly, that they have access to in a library, community, users see files they
or that are posted to a record they have access to. own, that are shared with them
Files posted to groups and shared with an entire community can directly, or that they have access
be viewed only in that community. to in a library. Portal users see
files posted to records they have
There’s a difference between when files are visible and when they’re access to, unless the record post
shareable through the Chatter publisher. Files in libraries are visible, was marked “Internal Only”.

746
Set Up and Manage Salesforce Communities Chatter in Communities

Salesforce Administrator Salesforce Community External Community

Member (all Salesforce Member (Customer Portal,
licenses including Chatter Partner Portal, Partner
Free and Chatter Only) Community, Customer
Community, Lightning
External Apps, or Lightning
External Apps Plus license)
regardless of the community where the files were uploaded. You There’s a difference between
can share files across communities through the Chatter publisher when files are visible and when
as long as those files are in libraries that you have access to. they’re shareable through the
However, you can share files that are not in libraries only within Chatter publisher. Files in
the community where they were uploaded. libraries are visible, regardless of
the community where the files
were uploaded. You can share
files across communities
through the Chatter publisher
as long as those files are in
libraries that you have access to.
However, you can share files that
are not in libraries only within
the community where they were
uploaded.

Profiles Can see profiles for all members in the current community. Can see profiles for all members
in the current community.
Cannot see profiles of users in
the internal organization.
Profile visibility enforces user
sharing.

Recommendations User gets people, group, file, and record recommendations for the current community only.

Activity and Influence Can see activity statistics and influence for the current community. Can see activity statistics and
All activity on records, such as posts and comments, is counted in influence for the current
the user’s internal organization and not in the community where community.
the activity occurred. All activity on records, such as
posts and comments, is not
counted in the user’s activity
statistics and influence.

Email Notifications Email notification preferences Email notification preferences Email notification preferences
are set by community. Within a are set by community. Within a are set by community. Within a
community, users can control community, standard Salesforce community, external users can
their Chatter email notifications user can control their Chatter control their Chatter email
in their personal settings. notifications under Your
Can control email notifications Name > My Settings > Email
for their internal organization Settings. Portal users can also
control group email notifications
on each group’s page.

747
Set Up and Manage Salesforce Communities Chatter in Communities

Salesforce Administrator Salesforce Community External Community

Member (all Salesforce Member (Customer Portal,
licenses including Chatter Partner Portal, Partner
Free and Chatter Only) Community, Customer
Community, Lightning
External Apps, or Lightning
External Apps Plus license)
from their personal settings. email notifications in theirChatter personal email digests
(Enter Chatter in the personal settings. are not supported in
Quick Find box, then select Can control email notifications Communities. Group digests are
Email Notifications.) for their internal organization supported, but the option to
Within a community, all users from their personal settings. receive email notifications for
can control group email (Enter Chatter in the every post is disabled when
notifications on each group’s Quick Find box, then select groups exceed 10,000 members.
page. Email Notifications.) All members who had this
option selected are
Chatter personal email digests Chatter Free user can control automatically switched to daily
are not supported in Chatter emails for their digests.
Communities. Group digests are communities under Your
supported, but the option to Name > My Settings > Email
receive email notifications for Settings. The chosen settings
every post is disabled when apply to the current community.
groups exceed 10,000 members. Within a community, all users
All members who had this can control group email
option selected are notifications on each group’s
automatically switched to daily page.
digests.
Chatter personal email digests
are not supported in
Communities. Group digests are
supported, but the option to
receive email notifications for
every post is disabled when
groups exceed 10,000 members.
All members who had this
option selected are
automatically switched to daily
digests.

Topics Can see hashtag topics and Chatter topics, including topics in feeds, the topics list, topic detail pages,
Trending Topics, and Recently Talked About topics for the current community only.

Favorites Can add search, topic, and list view favorites in the current Can add only topic favorites in
community. the current community.

Chatter Messages In their list of Chatter messages, In their list of Chatter messages, In the user’s list of Chatter
can see private messages they can see private messages they messages, can see all messages
have sent or received in their have sent or received in their they have sent or received in any
community they’re a member
of.

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Set Up and Manage Salesforce Communities Chatter in Communities

Salesforce Administrator Salesforce Community External Community

Member (all Salesforce Member (Customer Portal,
licenses including Chatter Partner Portal, Partner
Free and Chatter Only) Community, Customer
Community, Lightning
External Apps, or Lightning
External Apps Plus license)
internal organization and any internal organization and any Can send a Chatter message to
communities they’re a member communities they’re a member a member of a common
of. of. community, but must initiate
Can send a Chatter message to Can send a Chatter message to the message within the
a member of a common a member of a common community that the target user
community, but must initiate community, but must initiate is a member of.
the message within the the message within the Chatter messages are accessed
community that the target user community that the target user through the Chatter tab, which
is a member of. is a member of. may be disabled for external
Administrators with “Manage community members.
Chatter Messages” and “API Administrators should ensure
Enabled” permissions can delete that the Chatter tab is enabled
messages. if using Chatter messages in
communities.
The API allows users to send
Chatter messages across
communities.

Messenger (Chat) Messenger is not available with Communities.

Feeds Visibility
The following table shows what each kind of user can do or see in Chatter Feeds within a community.

Salesforce Administrator Salesforce Community External Community

Member Member (Customer Portal,
Partner Portal, Partner
Community, Customer
Community, Lightning
External Apps, or Lightning
External Apps Plus license)
Post on a record Can post on any records within Can post on any records within Can post on any records within
the community. the community to which the the community to which the
user has access. user has access.

Bookmark a post Can bookmark posts within the current community. The Bookmarked feed only contains posts from
the current community.

Mention someone Can mention people specific to the current community. User can’t Can mention people specific to
mention an external user on an internal post. the current community.

Share a post (repost) Can share a post only in the current community.

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Salesforce Administrator Salesforce Community External Community

Member Member (Customer Portal,
Partner Portal, Partner
Community, Customer
Community, Lightning
External Apps, or Lightning
External Apps Plus license)
Add topics to a post Can add hashtag topics and Chatter topics to any posts within the current community. Topics are
specific to the current community and can’t be accessed from another community.

Search Visibility
Search behavior in communities varies slightly from the search in the internal organization. Search results respect sharing rules for all
items by default. The following table describes what each type of user in a community can see in search results.

Search Results For Administrator Salesforce Community External Community

Member Member (Customer
Portal, Partner Portal,
Partner Community,
Customer Community,
Lightning External Apps,
or Lightning External
Apps Plus license)
People People specific to the current community.
Users • Information in hidden fields on a profile is not searchable by other partners and customers
in the community, but is searchable by users in the company’s internal organization.
• Portal users can’t search for users in the community when sidebar search is enabled.
• When external community members search for users, global search and enhanced user
lookups (with the All Fields option selected) query the following limited set of fields on
user records:
– Name
– Username
– User ID
– Body
– Email
– Phone
– Custom fields

Groups Groups specific to the current community.

Files Visibility in the current community: Visibility in the current

• Owned files community:

• Files shared with the user in a public or private group • Owned files

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Search Results For Administrator Salesforce Community External Community

Member Member (Customer
Portal, Partner Portal,
Partner Community,
Customer Community,
Lightning External Apps,
or Lightning External
Apps Plus license)
• Files shared with the entire community • Files shared with the user
Visibility in any community: in a public or private
group
• Files posted on accessible records and record feeds
• Files shared with the entire
• Salesforce CRM Content library files that the user has access community
to
Visibility in any community:
Files owned by a user are always visible in search results for that
user, regardless of how they were uploaded. • Files posted on accessible
records and record feeds
(unless the file posted on
the record is marked
“Internal Only”)
• Salesforce CRM Content
library files that the user
has access to
Files owned by a user are
always visible in search results
for that user, regardless of how
they were uploaded.

Topics Topics specific to the current community.

Feeds Feed posts and comments from within the community where the search is performed.

Global search returns information from all feed contexts. Contextual feed search ( ) returns
information from within the context where the search is performed, such as from the feed on
a user’s profile, a record, or a group. To find information in a different community feed, users
must search from within that community.

Search Auto-Complete Recently accessed items specific to the current community.

Records (accounts, contacts, leads, Full visibility for all items across Visibility for all items the Visibility for all items the user
and so on) all communities and in the user has access to through has access to through their
internal organization. their user profile or user profile or permission sets
permission sets across all across all communities.
communities and in the
internal organization.

User lookups on records All users across all communities and in the internal organization. Users who are members of all
communities that the user is
also a member of, and other
external users associated with

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Search Results For Administrator Salesforce Community External Community

Member Member (Customer
Portal, Partner Portal,
Partner Community,
Customer Community,
Lightning External Apps,
or Lightning External
Apps Plus license)
the same external account.
Users with partner portal
licenses also see the owner of
the portal account.
The Recently Viewed Users list
in the lookup shows all users
that they have access to via
their license, profile settings,
permission sets, and sharing
rules. If user sharing is enabled
in your organization, this
behavior varies depending on
how it’s configured.
For external community
members, enhanced user
lookups search within a limited
set of fields when the All
Fields option is selected.

Lookup searches on records Full visibility for all items across Visibility for all items the Visibility for all items the user
all communities and your internal user has access to through has access to through their
organization. their user profile or user profile or permission sets
permission sets across all across all communities.
communities and your
internal organization.

Lookup searches in Community Lookups in Community No No

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

Salesforce Knowledge Articles Salesforce Knowledge User Salesforce Knowledge User Visibility on the article’s
License, Read permission on the License, Read permission category.
article type, and visibility on the on the article type, and
category.

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Set Up and Manage Salesforce Communities Chatter in Communities

Search Results For Administrator Salesforce Community External Community

Member Member (Customer
Portal, Partner Portal,
Partner Community,
Customer Community,
Lightning External Apps,
or Lightning External
Apps Plus license)
visibility on the article’s
category.

Differences Between the Full Salesforce Site and the Salesforce App
There are minor differences in the Communities experience between the full site and the Salesforce app. From an object page:
• The Salesforce app displays a recently viewed list only for the selected object.
• The full site displays a recently viewed list that can be changed to display any recently viewed objects.

Note: Community users on the Salesforce app are shown the default list view specified for the object. Salesforce app users may
not see a recently viewed list depending on the default list view chosen. The recently viewed list doesn’t appear for custom objects.

SEE ALSO:
Set Up and Manage Salesforce Communities

Threaded Discussions in a Community

When you talk to people, it’s rarely like a feed, where one person asks a question and everyone else
EDITIONS
answers. In real life, when one person asks a question, someone answers, and then there's a reply
to that answer, and a reply to that reply. With threaded discussions, you can experience this lively Available in: Lightning
flow in your communities. communities

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To enable threaded
discussions in a community:
• Enable Chatter
AND
Create and Set Up
Communities

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A thread is any feed item that has one or more levels nested under it. For example, a question with an answer or a comment with a reply
is a thread. When you enable threaded discussions in your community, all discussions convert to threaded discussions: Members can
comment on a post, answer a question, and reply to those comments and answers. Discussions are indented up to three levels to clarify
who is responding to what.

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Set Up and Manage Salesforce Communities Chatter in Communities

The notification emails you receive for threaded discussions link more deeply into the discussion. All notification links used to go to the
top of the thread; now they land you on new thread content.
To prevent the loss of important content, in orgs created after Winter ’19 most community members are blocked from deleting discussion
threads.
For orgs created after Winter ’19, blocking is the default behavior. Orgs that existed before Winter ’19 can call Salesforce Customer
Support to enable blocking. When blocking is enabled, only feed moderators and users with the Modify All Data permission can delete
community threads.
We recommend blocking deletions because, when deletion is not blocked:
• A user who creates a feed item can delete any response nested under it.
• A user who deletes a feed item also deletes all responses nested under it.
If nothing is nested under a feed item, the author can always delete the item.

IN THIS SECTION:
Enable Threaded Discussions in a Community
Enable a preference in the Administration Workspace to change all community discussions to threaded discussions. Threaded
discussions add the Reply feature to feeds. In addition to commenting on a post or poll or answering a question, you can reply to
an answer or a comment. Threaded discussions are indented up to three levels to clarify who is replying to what.
Delete a Discussion Thread in a Community
Deleting a discussion thread is the same as deleting any feed item with something nested under it. The thing to consider is whether
deletion is blocked in your community. To prevent loss of important content, orgs created after Winter ’19 block most community
members from deleting feed items that have something nested under it. For example, when a question has an answer, deletion of
the question is blocked.

Enable Threaded Discussions in a Community

Enable a preference in the Administration Workspace to change all community discussions to
EDITIONS
threaded discussions. Threaded discussions add the Reply feature to feeds. In addition to commenting
on a post or poll or answering a question, you can reply to an answer or a comment. Threaded Available in: Lightning
discussions are indented up to three levels to clarify who is replying to what. communities
Important: To prevent loss of important content, orgs created after Winter ’19 block the Available in: Enterprise,
deletion of feed items that have something nested under them. For example, when a question Performance, Unlimited,
has an answer, deletion of the question is blocked. and Developer Editions
For orgs created after Winter ’19, blocking is the default behavior. Orgs that existed before
Winter ’19 can call Salesforce Customer Support to enable blocking. When blocking is enabled, USER PERMISSIONS
only feed moderators and users with the Modify All Data permission can delete community
threads. To enable threaded
discussions in a community:
We recommend blocking deletions because, when deletion is not blocked:
• Enable Chatter
• A user who creates a feed item can delete any response nested under it. AND
• A user who deletes a feed item also deletes all responses nested under it. Create and Set Up
If nothing is nested under a feed item, the author can always delete the item. Communities

Enable threaded discussions in your community in the Administration Workspace.

1. Open Community Workspaces, and click the Administration Workspace.

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Set Up and Manage Salesforce Communities Chatter in Communities

2. Go to the Preferences page, and select Allow discussion threads.

3. Click Save.
All discussions in your community convert to threaded discussions: In addition to comments and answers, members can reply to
comments and answers. Discussions are indented up to three levels to clarify who is responding to what.

Delete a Discussion Thread in a Community

Deleting a discussion thread is the same as deleting any feed item with something nested under
EDITIONS
it. The thing to consider is whether deletion is blocked in your community. To prevent loss of
important content, orgs created after Winter ’19 block most community members from deleting Available in: Lightning
feed items that have something nested under it. For example, when a question has an answer, communities
deletion of the question is blocked.
Available in: Enterprise,
For orgs created after Winter ’19, blocking is the default behavior. Orgs that existed before Winter
Performance, Unlimited,
’19 can call Salesforce Customer Support to enable blocking. When blocking is enabled, only feed and Developer Editions
moderators and users with the Modify All Data permission can delete community threads. If nothing
is nested under a feed item, the author can always delete the item.
USER PERMISSIONS
We recommend blocking deletions because, when deletion is not blocked:
• A user who creates a feed item can delete any response nested under it. To delete a discussion
thread in a community:
• A user who deletes a feed item also deletes all responses nested under it.
• Modify All Data
1. Open the actions menu on a feed item. OR
2. Select Delete, and then confirm the deletion. Moderate Communities
When delete is not blocked, the feed item and everything nested under it are deleted. When Feeds
delete is blocked, the item is deleted only under these conditions: The item has nothing nested OR
under it and you are its author, or you have the right role or permission.
Salesforce disabled
block-delete at your
org’s request
AND
You are the author of the
post, question,
comment, or reply

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Set Up and Manage Salesforce Communities Chatter in Communities

Close a Conversation
The question is answered, the topic discussed, the poll decided—what do you do now? You end
EDITIONS
the conversation. Community admins, moderators, and permitted members can close a question,
poll, or post. And, if needed, they can reopen it. It’s a nice way to stop the churning on a settled Available in: Lightning
matter. communities
Closing conversations is available in group, topic, discussion, and user profile feeds in your
Available in: Enterprise,
communities. Community admins and moderators can close posts, polls, and questions without
Performance, Unlimited,
any special configuration. Admins can assign the Close Conversation Threads permission to and Developer Editions
community members.

Note: When a conversation is exposed in your internal org, for example, through a USER PERMISSIONS
cross-community stream, the conversation’s open or close status is respected.
To assign close conversation
After a thread is closed, some actions are available to all and some actions are available only to
permission to a user in a
admins and authorized members. This table outlines who can do what after a feed item is closed. community:
• Enable Chatter
Action Availability on a Closed Conversation
AND
Add a comment Blocked Create and Set Up
Communities
Answer a question Blocked

Vote on a poll Blocked

Edit a feed item or its comments Blocked to author; available to admins, moderators, and people
or answers with the Close Conversation Threads permission

Edit a topic Available

Delete a feed item or its Blocked to author; available to admins, moderators, and people
comments or answers with the Close Conversation Threads permission

Publish a pending review Available to admins and moderators

comment (community
moderation)

Like or unlike; upvote or Available

downvote

Select or remove a best answer Blocked to author; available to admins, moderators, and people
with the Close Conversation Threads permission

Company verify; remove Available only to people with the Verify Answers to Chatter
verification Questions permission

Flag Available

Share Available

Bookmark Available

Mute and unmute Available

Escalate to case Available only to people permitted to escalate a feed item to

a case

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IN THIS SECTION:
Assign Close Conversation Permission Through a Permission Set
To permit community members to close a conversation, assign the permission Close Conversation Threads in Feeds.
Assign Close Conversation Permission Through a User Profile
To permit community members to close a conversation, assign the permission Close Conversation Threads in Feeds.
Close a Post, Poll, or Question
Community admins, moderators, and permitted members can close a question, poll, or post to most new activity. And, if needed,
they can reopen it.

Assign Close Conversation Permission Through a Permission Set

To permit community members to close a conversation, assign the permission Close Conversation
EDITIONS
Threads in Feeds.
Assign the Close Conversation Threads permission in Setup through permission sets. Available in: Lightning
communities
1. In Setup, enter Permission Sets in the Quick Find box, then click Permission Sets
in your results. Available in: Enterprise,
2. Open the permission set you plan to use. Performance, Unlimited,
and Developer Editions
3. Open System Permissions.
4. Select Close Conversation Threads.
USER PERMISSIONS
5. Assign the permission set to the community members who will close community posts,
questions, and polls. To assign close conversation
permission to a user in a
community:
SEE ALSO: • Enable Chatter
Assign Permission Sets to a Single User AND
Create Permission Sets Create and Set Up
Communities

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Set Up and Manage Salesforce Communities Chatter in Communities

Assign Close Conversation Permission Through a User Profile

To permit community members to close a conversation, assign the permission Close Conversation
EDITIONS
Threads in Feeds.
Assign the Close Conversation Threads permission in Setup through user profiles. Available in: Lightning
communities
1. In Setup, enter Profiles in the Quick Find box, then click Profiles in your results.
2. Click Edit next to the user profile you plan to change. Available in: Enterprise,
Performance, Unlimited,
3. Note: You can’t edit standard user profiles. You can edit custom profiles, and you can and Developer Editions
clone a standard profile and edit the clone.
Under Administrative Permissions, select Close Conversation Threads. USER PERMISSIONS
4. If the profile isn’t already assigned, assign it to the community members who will close
To assign close conversation
community posts, questions, and polls.
permission to a user in a
community:
SEE ALSO: • Enable Chatter
Edit Users AND
Create and Set Up
Communities

Close a Post, Poll, or Question

Community admins, moderators, and permitted members can close a question, poll, or post to
EDITIONS
most new activity. And, if needed, they can reopen it.
With the right permissions, you can close conversations in group, topic, discussion, and user profile Available in: Lightning
feeds. The close action is available on the post, question, or poll’s overflow menu in both the full communities
feed and the feed item’s detail view.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To close a conversation, in
a community:
• Close Conversation
Threads

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Set Up and Manage Salesforce Communities Chatter in Communities

1. Go to the feed item, for example, a question, poll, or post, and open its overflow menu.
2. To close a question, select Close Question; to close a post, Close Post; to close a poll Close Poll.
The feed item is closed to most new actions.

Note: When a feed item is closed, the overflow menu shows open options, for example, Open Question, Open Post, and
Open Poll.

Chatter Streams in Communities

Your community members can combine multiple feeds into a stream to create a single point of
EDITIONS
access to related information. Combine feeds of top contributors or discussions concerning a
particular product line. Create a stream that combines feeds from discussions, groups, topics, profiles, Available in: Lightning
and all kinds of objects, like cases, opportunities, and accounts. No more jumping from feed-to-feed communities
to figure out what people are saying. Each member can create up to 100 streams.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

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Set Up and Manage Salesforce Communities Chatter in Communities

Each community member has their own view of the Streams page where they see their own streams. On the Streams page, members
can create streams and use row actions menus to edit and delete their streams.
If you find yourself moving between your communities and your internal Salesforce org, you can see your community streams in your
org. For more information, see View Community Streams from Your Internal Salesforce Org on page 766.

IN THIS SECTION:
Add a Chatter Stream in a Community
Add a stream through the community’s Streams home page. The Streams home page has controls for creating and managing
streams.
Delete a Chatter Stream in a Community
When a stream has lived out its useful life, you can easily delete it from your list of streams. Deleting a stream doesn’t delete the
records or posts it contains. It only deletes the stream, which frees up space for you to create more streams.
Edit a Chatter Stream in a Community
Edit a Chatter stream to add feeds to it or remove feeds from it. You can also change the stream’s name.

Add a Chatter Stream in a Community

Add a stream through the community’s Streams home page. The Streams home page has controls
EDITIONS
for creating and managing streams.
1. Open the Streams page, and click New. Available in: Lightning
communities
2. In the New Stream dialog, enter a name for your stream.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

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Set Up and Manage Salesforce Communities Chatter in Communities

3. Under Records to Follow, select a type of feed you want to add to this stream.
4. In the same field, enter the name of a feed you want to add.

Note: When you add a Knowledge article to a stream, find the article by its ID number rather than its title.

5. In your search results, click the feed you want to add.

Selected feeds appear below the Records to Follow field.

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Set Up and Manage Salesforce Communities Chatter in Communities

6. Under Notify Me, select a notification option. To receive an email notification whenever a new post appears in the stream, select
Every Post. To turn off notifications for this stream, select Never. Choose wisely, these notification options don’t appear in the Edit
Streams dialog.
7. Click Save.
Your new feed appears in a row on the Streams page. The row lists the number of feeds (records) added to the stream and the added
feeds. Stream actions appear on the row actions menu at the end of the row. To open a stream, click its name.

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Set Up and Manage Salesforce Communities Chatter in Communities

Delete a Chatter Stream in a Community

When a stream has lived out its useful life, you can easily delete it from your list of streams. Deleting
EDITIONS
a stream doesn’t delete the records or posts it contains. It only deletes the stream, which frees up
space for you to create more streams. Available in: Lightning
1. Open the Streams page, and, from the row actions menu on the stream you want to remove, communities
select Delete.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

2. In the confirmation dialog, click Delete.

Edit a Chatter Stream in a Community

Edit a Chatter stream to add feeds to it or remove feeds from it. You can also change the stream’s
EDITIONS
name.
1. Open the Streams page, and, from the row actions menu on the stream you want to change, Available in: Lightning
select Edit. communities

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

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Set Up and Manage Salesforce Communities Chatter in Communities

2. In the Edit Stream dialog, change the values you want to change. For example, rename the stream, delete a stream feed (record),
add more feeds of a different type or the same type.

When you delete a record from a stream, the stream retains the posts from the deleted feed up to the point of deletion. Deleting a
record stops the flow of new information from that feed into the stream.

Note: When you add a Knowledge article to a stream, find the article by its ID number rather than its title.

3. Click Save.

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Set Up and Manage Salesforce Communities Chatter in Communities

View Community Streams from Your Internal Salesforce Org

Community members who have access to their internal Salesforce org can view their community
EDITIONS
streams from the org. When you click most community-based links from the internal org view, they
lead right back to the community. Available in: Lightning
Besides normal feed actions, like answer, comment, mention, and like, here are actions you can communities
take in community streams that you visit in your internal org.
Available in: Enterprise,
• Upvote and downvote questions and answers, and see the impact in your community. Performance, Unlimited,
• Verify answers, and see the verification in your community. and Developer Editions

• Click a link to a user profile, account, topic, or case, and jump to its home community.
• Add a topic, and it’s added to your community.
• Click the timestamp on a post, and jump to the post detail view in its home community.
• Copy a link that leads to the item, person, or post detail view in its home community.
• Click a mention in a community stream, and go to its home community.
There’s no special setup to get links working between your community and your internal org. However, features, such as upvote and
downvote and mark as company verified, do require that you enable them for your community.

Note:
• You can’t create a community stream from your internal Salesforce org. Create streams from your community.
• Some Chatter features that are available in a community aren’t available when you visit a community stream from your internal
org. For example, file attachments, inline images, post sharing, and hover cards aren’t available when you view community
streams internally.
• Community topics don’t appear when you view a stream from your internal Salesforce org. However, you can add topics.

SEE ALSO:
Enable Upvoting and Downvoting
Assign Permission to Verify Answers for Your Company

Share a Link to the Detail View of a Post

The Share feature on a feed post includes a Copy Link option. Use it to grab a link that jumps directly
EDITIONS
to the detail view of a post. Copying places the link on your clipboard. You can paste the link
wherever you like. Available in: Salesforce
Note: You don’t get notified when someone shares a link to one of your posts. Classic (not available in all
orgs) and Lightning
1. Go to the post you want to share. Experience

2. Click Share. Available in: Enterprise,

3. In the dropdown list, select Copy Link. Performance, Unlimited,
and Developer Editions
4. In the Copy Link to Thread dialog, click Copy Link.
The link is copied to your clipboard.

5. Paste the link wherever you like, in an email, a message, or to a post on another feed.
When you click the link, it jumps to the detail view of the post. In detail view, you can see the post, its attachments, and its comments.

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Set Up and Manage Salesforce Communities Community Cloud Cookies

Community Cloud Cookies

Salesforce communities use cookies to improve functionality and speed up processing times. By
EDITIONS
saving a user’s settings, cookies can enhance the user’s experience and the performance of the
community. Available in: Enterprise,
Salesforce communities collect three different types of cookies. Professional, Unlimited,
and Developer Editions.
• Required—Strictly necessary for the website to function correctly.
• Functional—Used for analytics and performance.
• Advertising—Related to online behavioral advertising or collection of data for marketing purposes.
The following table describes the Community Cloud cookies collected by Salesforce.

Table 5: Salesforce Community Cookies

Cookie Name Duration Cookie Type Description
BrowserId Long Functional Used to collect metrics, such as
the number of visitors to a
community.

autocomplete Long Functional Used to determine whether the

browser remembers a user’s
login ID.

clientSrc Session Required Used to authenticate a user.

inst Session Functional Used to redirect a user to the

correct Salesforce server.

oid Long Functional Used to redirect a user to the

correct Salesforce org and assist
the user for the next login.

oinfo Long Functional Used to track the state of a

customer's org.

sid Session Required Used to authenticate a user.

sid_Client Session Required Used to authenticate a user.

_ga Long Functional A third-party cookie that’s used

if the community admin chooses
to track community users with
a Google Analytics tracking ID
on page 420.

force-stream Long Required Used to redirect server requests

for sticky sessions.

renderCtx Session Required Used to track community

context.

webact Long Functional Used to collect metrics per page

view for personalization.

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Set Up and Manage Salesforce Communities Communities Resources

Cookie Name Duration Cookie Type Description

directMessageInboxVisitTimestamp Long Functional Used by Direct Message to
determine the last visit to the
inbox.

<userId>feeds Long Functional Used to store a user's feed

settings selection.

RRetURL Session Required Used to redirect user logins.

RSID Session Required Used to redirect user logins.

pctrk Session Functional Used to track public page views

by guest users.

Communities Resources
In addition to online help, Salesforce creates guides and tip sheets to help you learn about our features and successfully administer
Salesforce.

For End Users For Admins

Guides and Tip Sheets

Set Up and Manage Communities

Communities Managers Guide

Migrating From Portals to Communities

768
INDEX

AppExchange Package (continued)

A Topics reports and dashboards 626
Account Management
unsupported Components 642
Delegated External Administration 690–691
Unsupported Components 592
Partner Community 690–691
upgrade 591
Account Management component 184
Upgrade 592
Action Layout
what’s new 586
customizing 123
without Chatter 588
Activity
AppExchange Package with Chatter 588
AppExchange reports and dashboards 608
Article Content component 188
Activity Timeline 185
Article list component 186
add flows to community pages 247
Article Type Filter component 187
AppExchange 588, 592
Articles With This Topic component 189
AppExchange Package
Ask Button component 190
adoption insights 596
Audience 402
communities 591, 629, 634, 639–640, 642
community moderation 619, 641 B
content 593, 611
Back Button component 192
Custom Report Type 634, 638
Branding tab 691
custom report types 640
Branding Tab 688
customization 638
breadcrumb component 193
customize 639
Budget 707, 709
Customize 639
Budgets 708
dashboards 603
files 597, 611 C
filter logic 640
Calendar 219
groups 598, 615
Campaign 194
home reports 604
Campaign Marketplace
insights 597–598, 600
Best Practices 719
licenses 629
Case Attachments component 195
members 617
Case Banner component 196
Misc communities reports 627
Case Comments component 197
moderation insights 599
Case Comments Publisher component 200
new data 640
Case Deflection component 198, 225
overview reports and dashboards 606
Case Detail component 201
Q&A reports and dashboards 621
Case Feed component 202
recommendations 614
Case Feed Publisher component 203
reports 639
Case List component 205
reports and dashboards 593, 601, 603, 608–611, 613, 615,
Category Filter component 206
617
Category Navigation component 207
Salesforce Org Dashboard 629
Channel Management
self-service insights 599
Account Management 688, 690–691
Self-Service reports and dashboards 623
Partner Community 722
service community 593
Partner Scorecard 722
service community scorecard 602
channel managers 678
topics 600
Channel Marketing 718

769
Index

Channel Partners 706 Communities (continued)

Channel Program 694–695, 697 adding a global search box 77
Channel Program Level 696 additional limitations 131
Channel Program Member 697 App Launcher 735
Channel Programs and Levels 694–696 AppExchange 586, 588, 591–593, 596–604, 606, 608–611,
Channel Sales 694 613–615, 617, 619, 621, 623, 626–627, 629, 634, 638–
Chatter 642
AppExchange 588, 609 AppExchange package 647
Communities 588 authentication 137–138, 143–145
cross-community streams 766 basic setup 31
edits 609 branding 53, 86–87
streams in communities 760–761, 764, 766 Build Your Own template 168
verified answers in communities 107–108 change case status 24
Chatter Answers change sets 132
enabling in Communities 105 change sets considerations 133
Chatter Questions Chatter tab 52
enable in Communities 104 clickjack protection 137–138
Claim 716 close conversation 757, 759
clickjack protection close conversation permission 758–759
Communities 138 community 360 setup 73
Close conversations in communities 757–759 Community Management 499
CMS Connect HTML component 212 Community Management home dashboard 509
CMS Connect JSON component 208, 213–214, 217 community workspaces 19
Co Brand 688 Community Workspaceshome dashboard 509
Co-op 706–712, 714–717 company verified answers 107–108
Cobranding 718 Content Security Policy 145
communities cookies 767
custom domain 76 copy post link 766
custom login behavior with Apex 90, 96 create 160, 162, 168
customer portals 725 creating 44, 165
enable direct messages 115 creating users 34
feed search 739 cross-community streams 766
global search 739 CSP 145
help center 727, 729–730, 732–733 custom pages 85
overview 3 Customer Account Portal template 160
partners 667–668, 677, 726 customer account portals 724
references 3 Customer Community Plus 24
search 739 customer portal 160
self-service 727, 729–730, 732–733 customer portals 724
set landing tab 77, 151 Customer Service template 165, 173
sharing 32 customizing 47
sidebar search 739 dashboards 507
templates 727, 729–730, 732–733 dashboards vs Insights 511
unauthenticated public pages 158 dashboards, create 509
Communities dashboards, customize and view 511
about 1 dashboards, enable and map 508
about high-volume community users 24 deactivating 66
actionable Insights 522 deal registration 697
activating 64 Deal Registration Reports 673

770
Index

Communities (continued) Communities (continued)

default 112 Metadata API 134
default roles 21 migrate 131, 134
delete threads 756 migrate template 174
deploy 131, 133–134 moderating, files 546
deploy communities 132 moderating, posts and comments 544
description 65 moderation 527, 530
direct messages 68, 117 moderation content criteria 531
email 54 moderation criteria 530
email notifications 741 moderation execution 539
enabling 16 moderation member criteria 532
enabling cases for external users 97 moderation rate rules 537
enabling leads for partner users 684 moderation rules 533–535, 539
enabling nickname display 70 moderation triggers 549
enabling reputation 578 moderation, direct messages 547
end-user experience 734 moderation, messages 548
external user passwords 50 moderation, review posts 541
External users moderator 502, 504
50 name 65
resetting community passwords 50 navigating to 735
file limits 68, 72, 74–75 one-time passwords 58
Flagged Discussions 544 org-wide community settings 19
GDPR 767 other Salesforce features 97
global header 62, 735 Partner Central template 162
Google Analytics 421, 654–665 partner communities 697
Insights 518, 521, 529 partner relationship management 666, 675, 727
Insights, creating 521 partner roles 682
Insights, creating actions 522 partner users 680
Insights, enabling 520 partners 162, 666, 675, 678–679, 681, 683, 685–686, 727
Insights, viewing 526 portals 676
knowledgeable people 68 post pinning 109–111
Koa 174 preferences 68
Kokua 174 prerequisites 5
lead distribution 697 previewing 63
Lead Distribution Reports 672 private message 68
leads 685, 698 rate limiting 537
Lightning 6, 603 rate rules 537
Lightning Experience 6 recommendation audiences 566
Limitations for external users 652 recommendations 564
Limitations for moderation 551 report options for external users 23
Limits for moderation 551 reporting 583, 650
login 85–87 reporting for external users 649
logout 85, 91 reports, create 649
maintain 15 reputation 577
management 500, 506 reputation calculation 582
manager 502 reputation levels 580
managing high-volume users 25 reputation points 581
Market Development Fund Reports 673 restrict case access 98
members 48 review and approve content 541

771
Index

Communities (continued) Communities licenses

Rich Publisher Apps 113 upgrade 38
Salesforce Knowledge 126 upgrade eligibility 39
sandbox 131–132, 134 Communities login
search engine optimization 77, 80–82 authentication providers 88
security 137–138, 143–145 customize 88
self-registration 85–87, 92, 152 SAML 88
SEO 77, 80–82 single sign-on 88
Service Community Scorecard 647 Communities Moderation
set up Chatter Questions 104 defining triggers for flagging items 549
setting email notifications 741 Communities users
setting up Chatter Answers 105 creating 34
settings 11, 20, 65 enabling cases for 97
setup 15 enabling leads for 684
share groups 29 restrict case access 98
sharing a preview URL 63 community 653
Sharing high-volume portal user records 29 Community 588
statuses 64 Community Calendar 219
streams 760–761, 764, 766 Community Cloud and Marketing Cloud 512, 514–517
Stricter CSP 145 community licenses
super user access 22, 686 AppExchange 629
super user access for customer users 22 Community Management
supported 168 Insights 594
supported browsers 8 Community Manager 502
tabs 51 Community Managers
template, changing 66 dashboards 507
template, considerations 67 dashboards, create 509
templates 11 dashboards, customize and view 511
threaded discussions 753 dashboards, enable and map 508
threaded discussions, enable 755 Insights, creating 521
topic assignments 556 Insights, creating actions 522
topic catalog 560 Insights, enabling 520
topic description translations 563 Insights, viewing 526
topic name translations 563 Community Member Layout 688
topics 551, 555, 562 Community members
tracking activity 650 updating with the API 50
types of moderators 503 Community Moderators 499
up and down vote 106 Community Pulse 550
upgrade licenses 39 Community Reputation
uprade licenses 38 enabling 578
URL 65 community role 21
usage allocations 12 Community Templates
user licenses 38 self-service 159
user lockout email 59 Templates
user visibility 49 159
Wave Analytics 130 self-service communities 159
who can see what 743 Community users
Communities Landing page delegating administration 686
custom 157 Community Workspaces 500

772
Index

company name 21 Dashboards 588

Components 176, 183 deal registration
Contact Support and Ask Buttons component 220 approval workflows 705
Contact Support Button component 220 global action 704
Contact Support Form component 221, 225 lead page layouts 703
Contact Support Page Activity report 659 lead process 703
content criteria 531 lead record types 704
Content Security Policy 145, 148, 151 opportunities 705
Cookies Partner Central 702
Communities 767 partner community 702
GDPR 767 Deal Registration reports
Create Case Form component 223 Guided Setup reports 673
create cases 125 Default community 112
Create Record Button component 226, 228 Delegated Account Management
criteria Account Management 688
content 531 Partner Community 688
member 532 delegated administration
Criteria-Based Audience 402 community users 686
CSP 145, 148, 151 Delegated External Administration
Custom Recommendations 613 Account Management 690–691
Custom Report Type Partner Community 690–691
AppExchange 634 direct messages
customer account portal considerations 117
setup 726 moderation 547
Customer Account Portal direct messages in communities
setup 726 enable 115
Customer Portal Distributed Marketing 718
Sharing high-volume portal user records 31 dynamic 86–87
working with users 30 dynamic URLs 87
customers
customer account portal 725 E
customer portal 725 Email notifications
customization Communities 741
AppExchange Employee Login Link component 337
639 Engagement component 231
report columns 639 Escalate Question to Case 122
AppExchange package 638 Escalate to Case
reports and dashboards 638 access 122
Customization events 653
AppExchange Expanded Category Navigation component 231
639 External users
Date 639 limitations for reports and dashboards 652
customize pages 155
F
D Featured Data Categories component 233
Dashboard Featured Search component 235
AppExchange reports and dashboards 603 Featured Topic component 237
Dashboard component 230 Featured Topics and Feeds component 263
Dashboard list component 230 Feed Compact component 240

773
Index

Feed component 238 Google Analytics for Salesforce Communities (continued)

Feed History component 242 Page Views 663–664
Feed Post & Comments component 243 Page Views by New and Returning Users 659
Feed Publisher component 244 Page Views by Salesforce Object 660
Feeds 742 Page Views by User Type 661
file limits Search Activity 661–662
Communities 72, 74–75 setup 656
files User Flow 665
AppExchange 611 Group Banner component 257
Dashboards 611 Group component 255
Files List component 246 Group Detail component 258
Filter Logic Group Related List component 259
AppExchange groups
640 AppExchange reports and dashboards 601, 603, 615
reports 640 insights 598, 600
Flow Component 247 Guest user flows 249
Follow Button component 252 guest user profile 41
Forgot Password component 338 Guided Setup
Fund Allocation 710–712 Deal Registration reports 673
Fund Allocations 711 Lead Distribution reports 672
Fund Claim 715–717 Market Development Fund reports 673
Fund Request 713–715 Guided Setup Reports 672
Fund Requests 713
H
G Headline component 260
GDPR High-Volume Community Users
Communities 767 granting access to records 25
cookies 767 managing users 25
Global Header sharing records 29
for Tabs + Visualforce communities 62 sharing sets 25
Global Search Box component 253 High-volume portal users
global search for peer to peer communities 253 sharing records 31
Global Search Results component 254 sharing records or users 27
Google Analytics home reports
communities 654–665 AppExchange reports and dashboards 604
Contact Support Page Activity report 659 HTML Editor component 262
dashboards 662
Page Views by New and Returning Users report 659 I
Page Views by Salesforce Object report 660 implementation
Page Views by User Type report 661 Community Cloud 720
Page Views dashboard 663–664 Insights
Search Activity dashboard 662 actions 522
Search Activity report 661 AppExchange 597
User Flow 665 Communities 597
Google Analytics for Salesforce Communities create 521
Contact Support Page Activity report 659 customize 526
enable 655 view 526
install 657
overview 654

774
Index

Moderating
J Communities 530
Journey Builder 512, 514–517
Moderation
AppExchange reports and dashboards 619, 641
K Moderator
knowledgeable people component 265 Communities 504
Moderators
L direct messages 547
Language Selector component 266 managing files 546
lead distribution managing flagged items 544
deal registration 706 managing messages 548
lead assignment rules 701
lead page layouts 700 N
lead process 699 Navigation 337
lead queue 700 Navigation Bar 271
lead record types 701 Navigation Menu component 272
Partner Central 698, 702 New Message Button 274
partner community 698 nicknames
Lead Distribution reports enabling 70
Guided Setup reports 672 Notifications
Lead Inbox component 267 default community 112
lead pass 698
Libraries component 268 O
Lightning communities 6
objects 168
Like
one-time passwords 58
Use of up and down vote in lieu 106
Overview
Limitations
AppExchange reports and dashboards 606
communities 131
Login Fields 339 P
Login page
Page Variation 402
branding 337
Page Views 663–664
Page Views by New and Returning Users 659
M Page Views by Salesforce Object 660
Manager
Page Views by User Type 661
Communities 502
partner accounts
Market Development Claims 716
disable 680
Market Development Fund reports
Partner Budget 707
Guided Setup reports 673
Partner Central
Market Development Funds 706, 708, 711, 713
approval workflows 705, 710, 714, 717
MDF 706–717
deal registration 697, 702, 706
member criteria 532
global action for deals 704
Member Profile and Settings component 269
lead assignment rules 701
members 21
lead distribution 697–698, 702
Members
lead page layouts 700, 703
AppExchange reports and dashboards 617
lead process 699, 703
Members tab 690
lead queue 700
Members Tab 688
lead record types 701, 704
merge fields 56
opportunities 705
Message Notification component 271
setup 668

775
Index

partner communities Partner Relationship Management

approval workflows 705, 710, 714, 717 Partner Scorecard 721
before setup 677 Partner Scorecard
deal registration 706 Channel Management 722
global action for deals 704 Partner Community 722
lead assignment rules 701 partner user profiles 681
lead distribution 702 Partner Username Uniqueness 683
lead page layouts 700, 703 partner users
lead process 699, 703 create 680
lead queue 700 partners
lead record types 701, 704 communities 667
opportunities 705 Partner Central 667
prep your org 677 roles 682
Partner Communities Path component 275
disable partner accounts 680 Paused Flows component 276
partner community Polls
calendar 685 closing 757–759
events 685 portal
lead assignment 698 setup 32
setup 668 Post pinning in communities 109–111
sharing rules 683 Posts
tasks 685 closing 757–759
Partner Community pinning posts 109–111
Account Management 688, 690–691 threaded discussions 753
Branding tab 691 threaded discussions, delete 756
Campaign Marketplace 719 threaded discussions, enable 755
cases 685 Pre-moderation
deal registration 697 review and approve posts 541
Delegated External Administration 688, 690–691 PRM 669
lead distribution 697–698, 702 Process Builder 123
Members tab 690 Profile Header component 277
set up 675, 727 Program Groups
Partner Community users Partner Scorecard 721
limitations for reports and dashboards 652 Programs and Levels 695–697
Partner Fund Allocation 710–712 Public groups 721
Partner Fund Claim 715, 717
partner fund claims Q
approval workflows 717 Q&A
Partner Fund Claims 716 AppExchange reports and dashboards 621
Partner Fund Request 713, 715 Question from Chatter 121
partner fund requests Question-to-Case
approval workflows 714 enabling 121
Partner Fund Requests 714 processes 123
Partner Marketing Budget 707, 709 workflows 123
partner marketing budgets Questions
approval workflows 710 closing 757–759
Partner Marketing Budgets 708–709 Queues 123
partner portals
migration 676

776
Index

SEO
R Communities 77, 80–82
recent messages 271
Service Community Scorecard
Recognition Badges 567–571, 573–575
AppExchange 593
Recognition Badges component 279
Dashboards 593
Recommendations
service not available 155
AppExchange 613–614
Set Case Status Button component 303
FAQ 614
Share groups
Recommendations Carousel component 281
Communities 29
Recommendations component 280
sharing
Record Banner component 282
CRM data 32
Record Detail component 283
Sharing
Record Information Tabs component 284
high-volume community user records 29
Record List component 286
high-volume portal user records 31
Record Related List component 289
Sharing sets
Related Articles List component 290
creating 25
Related List - Single component 289
editing 25
Related Questions List component 291
overview 27
Related Topics List component 292
Snap-ins Appointment Management component 304
report 653
Snap-ins Chat component 305
Report
Social Login 343
AppExchange 639
Streams Detail component 306
Groupings 639
Streams in communities
Report Chart component 292
adding 761
Report list component 293
deleting 764
Report Summary component 293
editing 764
Reports 588
Streams List component 307
Reports and Dashboards 592
super user access
Rich Publisher Apps 113
assign to partner user 686
revoke from partner user 686
S Survey component 307
Salesforce app 9, 11
Salesforce Communities Management package T
install 584
Tabs component 307
upgrade 584
tasks 653
Salesforce Knowledge
Threaded discussions in communities
Communities 126
delete threads 756
Scroll to profile area 297
enable 755
Search Activity 661–662
Tile Menu 308
Search and Post Publisher component 299
Timeline 185
Search component 298
Toggle Button component 310
Search in Communities
top articles by topic component 311
AppExchange reports and dashboards 610
Topic Catalog component 312
Search Results component 302
Topic Description component 313
Self Registration 341
Topic Metrics component 314
Self-Service
Topics
AppExchange reports and dashboards 623
adding to articles 562
self-service insights
AppExchange reports and dashboards 626
AppExchange report 599
merging 555
send direct messages 274

777
Index

Topics component 315 User Profile Image component 323

translate User Profile Knows About component 324
topic descriptions 563 User Profile Menu component 326
topic names 563 User Profile Related List component 325
Trending Articles by Topic component 317 User Profile Stats component 328
Trending Articles component 316 User Profile Summary component 328
trending topics component 294, 318 User Profile Tabs components 331
User Record Home component 319
U User Settings component 333
Unanswered Questions component 319
unauthenticated users 41 V
Up and down vote in communities 106 Verified answers in Chatter 107–108
Upgrade
AppExchange 591 W
User Flow 665 Wave Analytics
user lockout email 59 Communities 130
User Profile action buttons 322 Wave Dasbhoard component 335
User Profile Detail component 321 Workspaces 550

778