Communities in salesforce
why should we consider communities ?
critical use cases involving your partners,customers,or employees could be performed
digitally through an online experience
existing online use cases could be enhanced or streamlined
Maintenance of current systems of interaction is b
urdensome ,complex,and restrictive
potential community use cases
feedback
ecommerce enablement
Student/Alumini community
self service /support
partner portal
key elements of a salesforce community
website and user experience
business and processes
social and collabratiove aspects
CMS
KEY POINTS :
multiple types are supported
administration /management can be granualarly controlled
access can be granularly controlled
one content type can be embedded within another
100 active communities
you could have a user an external user with one license one user and they you can provide access
to one multiple or all communities within that .
Why communities
Unique experience
focused use cases
reduced per user cost
access to community builder
granular control over access
multilpe user types in one community
one user in multiple communities .
targeting audiance
page variations components
branding sets
53 standard components are there in builder
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WHO can see what in experience cloud
ans External org wide defaults = private
org wide does not support guest users
use sharing rules for guest users
internal org wide defaults=public
consider external org wide defaults
1 avilable for some objects
2 set to private to share reports and dashboards
3 external users cant have more access
4 avialable for all licenses .
Here are some things you need to consider when using external org-wide defaults. External org-wide defaults affect all Experience Cloud and legacy portal licenses. Not all objects can have an external sharing model. Here are the ones that can.
Accounts and their associated contracts and assets
Assets
Cases
Contacts
Individuals
Opportunities
Orders
Custom Objects
Users
josh -j@1234567
roles
customer and partner accounts can have up
to three account roles
user manager and executive
consider roles
account roles created with first experience cloud site user
default is one role per account
account roles are specific to accounts
default roles :50,000(new orgs )
max roles :500,000(account roles in salesforce )need salesforce approval
use with customer community plus and partner community licenses
account roles are for business accounts
note:You can only assign account roles to external users who have a Customer Community Plus or Partner Community license.
What are you sharing? Who owns it? Who are you sharing it with? How is it shared?
Opportunities Partner user Partner users in the same account, and Salesforce users in the role hierarchy Account roles in the role hierarchy
Opportunities Partner user Partner users in a different account Sharing rules
Cases Customer user Other customer users on the same account Sharing set
Opportunities Partner or internal Partner users associated to a different account Account relationship
Community User Visibility:
If checked, each User can @Mention any other User
If unchecked, cannot, only way is to use Sharing Rules on the User Object (Users from same group can @Mention each others)
External Users Roles: for External Users, you can have 1 to 3 roles for each Account
Also, there is Super User who can see data owbed by users in same role, or users below them in hierarchy
You can use sharing rules for guest users
social and collabratiove aspects
multilpe user types in one community
Community allows you to quickly and easily monitor and measure key metrics, run reports, set up customised dashboards, and take action from one central place.
powerful online platform also allows you to create a seamless customer experience. Members can ask a question, file a service ticket, and make a purchase — all within the community. And you’ll have a 360-degree view of a customer’s entire journey.
Salesforce can help you successfully deploy a community that is on a non-Salesforce portal, or even another community platform
WHAT IS COMMUNITY
Community Cloud is a Salesforce platform that gives companies the tools to create branded online communities. These communities can be created for connecting with customers, external partners and employees.
Customer communities can be used for support and feedback. For companies with B2B business, partner communities can be used for qualifying leads,
tracking revenue and providing product information and training. And internal employee
communities can be resources for HR and IT information, as well as a place for discussion and collaboration.
WHY
Salesforce Community Cloud empowers companies of any size to create communities that are customized, on-brand and optimized for mobile. Thanks to a library of scalable templates, no coding is necessary. Third-party and custom components make it easy to personalize a community to meet your company’s specific needs.
As a Salesforce product, Community Cloud offers seamless integration with Salesforce CRM data — opportunities, leads, activities, etcetera.
better customer relation
it can save you money
help targeting audience
Employee Community builds an internal social intranet across an enterprise. It includes Chatter, Sites, myCases, Answers, Files, Content Libraries, Knowledge, and Ideas.
Externally facing Community Cloud products include Customer Community, Customer Plus Community, and Partner Community. Customer Community enables feed discussions, groups, profiles, gamification, moderation, analytics — everything you need for high-scale external collaboration. Customer Community Plus adds the ability to control sharing; add private groups; and limit the ability to access files, posts, and records within the community so that some conversations can happen in private. In addition to this privacy,
Partner Community enables cooperative selling within the community, adding lead and opportunity management, campaigns, and events.
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