This is intended to assist you in preparing to take the Experience Cloud (formerly Community Cloud) Consultant certification. Take a look!
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
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
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Onboarding
-
Channel Sales
-
Collaboration & Support
-
Analytics
Customer Service (Napili) – the most common one for exam questions – note that Partner users can also
Build Your Own
- Lightning Components
- Theming and branding through CMS Connect
Aloha (SSO)
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
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!