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Gemma

26/11/2017
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This is intended to assist you in preparing to take the Experience Cloud (formerly Community Cloud) Consultant certification. Take a look!

Experience Cloud Site and Licence Types

Customer Experiences

These are typically B2B and B2C environments that enable users to interact with your Salesforce objects.

  • Sales-related objects such as Leads, Opportunities and Campaigns CAN’T be exposed to users who hold Community or Community Plus licences
  • There are two types of licence:
    • Community
      • allocated to users in a high-volume scenario
      • access given to objects as needed
      • no access to reports and dashboards
    • Community Plus – for those users who might need the above PLUS reports and dashboards.
      • Reports can be changed
      • dashboards are read-only.
      • Only Community Plus users can change the status of a Case if they have been granted the permission to do so:
  • Users may need to
    • log cases
    • access knowledge articles
    • join a conversation.
    • They may even need to buy something, using Commerce Cloud, which has been exposed to the community.

Partner Experiences

  • These enable partner relationship management (PRM).
  • There is only one type of licence for Partner communities.
  • Partner communities expose sales objects such as Leads and Opportunities, enabling channel sales
  • You can include reports and dashboards
  • Maximum of 3 roles for partner users

Employee Experiences

  • Set up to give internal users access to a community
  • 2 types of licence:
    • Employee Apps Starter
    • Employee Apps Plus
  • Supported by two underlying licences:

    • the Salesforce Platform user licence

    • Company Community for Force.com permission set licence

  • Employee Apps Plus gives you more custom objects

Experience Cloud Infrastructure

Building Blocks

  • Community Builder
    • Know your menus and options. There were a couple of questions about setting up Reputation, limiting articles shown on a component to 5/10, limiting the number of records returned via search and WHERE you would configure certain settings.
  • Community Workspaces
  • Lightning Bolt Solutions
    • These are basically your own reusable templates. If you have a beautifully-branded community that you want to lift-and-shift for another one, you can create a Lightning Bolt Solution to save time.
      • Consultants: note that you could do this for multiple customers!
      • ISVs: you can publish your Community Lightning Bolt Solutions as Managed Packages

Templates

Customer Account Portal

  • Responsive
  • Seamless third-party integration via Salesforce Connect
  • Knowledge Base
  • Simplified profile

Partner Central

  • Onboarding
  • Channel Sales
  • Collaboration & Support
  • Analytics

Customer Service (Napili) – the most common one for exam questions – note that Partner users can also

  • Responsive
  • Self-Service – knowledge articles, Chatter Answers and Cases
  • Chatter
  • Branding and pre-built Lightning Components
  • Case escalation and community moderation
  • Navigational topic and sub-topic limits:
    • Level One (parent): 25
    • Level Two (subtopic): 10
    • Level Three (subtopic): 10

Build Your Own

  • Lightning Components
  • Theming and branding through CMS Connect

Aloha (SSO)

  • Salesforce Identity – SSO and social logins
  • Integrate third-party apps with Salesforce using APIs

Visualforce + Tabs

  • Standard & Custom Objects
  • Visualforce
  • Access your community through Salesforce for Android, iOS, and mobile web.

Deploying Experience Cloud

Physical Migration

  • Can be migrated via change sets, but custom list views are not listed as dependencies; they need to be added manually to the change set
  • Can be distributed as Lightning Bolt solutions

Rollout Strategies

It is highly recommended that you complete this badge. It will teach you about the various roles that are important to a community as well as a typical implementation lifecycle.

Project Phases

There are four phases of a Community rollout:

  • Establish
  • Manage
  • Engage
  • Measure

Partner Superuser Considerations

  • Set up your superusers first, before you set up standard partner users
  • Superuser access applies to:
    • Cases
    • Leads
    • Opportunities
    • Custom objects

(Remember: CLOC!)

  • Partner superusers can access all the data owned by other users below them in the partner account hierarchy, regardless of sharing rules; even when the org-wide default setting is set to Private

Sharing and Visibility

Some important points to remember:

Org-Wide Defaults

  • You can enable external org-wide sharing defaults that are independent of your internal ones. Click the checkbox to Enable External Sharing Model.
  • This applies to the following objects:
    • Accounts (with its contracts and assets)
    • Contacts
    • Cases
    • Opportunities
    • Contracts
    • Orders
    • Custom Objects
    • Users
  • These defaults HAVE to be either more restricted OR equal to your internal org-wide sharing for the objects. So if Opportunities are Private internally, they can only be Private externally.
  • Customer Community licence holders DO NOT HAVE ROLES. If you need to share anything across a user’s account or contact record, you’ll need to use sharing sets.

Sharing Sets – for High-Volume users

  • A sharing set gives high-volume community users access to records that are associated with their account or contact.
    • BECAUSE THEY DON’T HAVE ROLES
  • If you have Person Accounts enabled and you get a new user registering without saying which account they belong to, the user will be created AS A PERSON ACCOUNT
  • Sharing sets are based on user profiles
  • Only one sharing set can be created per profile and per object
  • You can’t create a sharing set for objects that do not have a relationship with an Account or Contact
  • You can’t include Public Read/Write objects in a sharing set, for reasons that should be obvious
Sharing Sets

e.g. share user records to allow users to administer the community’s members within their own account

Share Groups

  • These allow you to share records owned by your High Volume community users with other users in the system.
  • These users can be internal users and/or other community users on the same account
  • They’re configured by editing Sharing Sets.

More on Community Sharing:

Mobility

  • Communities built with the Salesforce Tabs & Visualforce templates can be used on the Salesforce mobile app
  • All the others are best accessed via URL within your mobile browser; they don’t render very well in Salesforce1, so they’re not exposed
  • You could always use the Mobile SDK to build a native app that takes users into your community

Administering Experience Cloud

Delegated Administrators

Chris and I use CRUD to help us remember what delegated EXTERNAL community admins can do:

  • Create new users
  • Reset passwords
  • Update existing users
  • Deactivate users

Experience Cloud Site Moderation

Bad Words and Stuff

  • up to 30 list criteria can be made to define offensive or inappropriate content
  • up to 2000 bad words can be added to each list
  • Define rules to block, review replace or flag inappropriate content

Other Bits and Pieces

  • If you accidentally remove yourself from a site, as a system administrator – use the Data Loader and set yourself back up by loading a new record into the Network Member Group junction object.
  • Single-Sign On – I had a question about what was the best way to grant access to the community via an employee portal without logging in.

And…after studying all that…I passed! I wish you the very best of luck with your exam!

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