68
Enable Cases for Communities Users
EDITIONS
Available in: Salesforce
Classic
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable cases for
Communities users:
• “Manage Profiles and
Permission Sets”
Enable cases for external users so that they have access to and can create cases in your communities.
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
cases, find case solutions, and create case teams. External users can’t edit case comments, associate
assets with cases, or delete cases.
Note: Case comments added by external users in communities are public and can be viewed
by any user that can view the case.
1. Add the Cases tab to the list of available tabs in your community.
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
these permissions selectively.
a. If using a profile, such as the Partner Community profile, set the cases tab setting to
Default On and enable the “Read,” “Create,” and “Edit” object permissions for cases.
b. If using a permission set, create a permission set with the following settings for cases:
• 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.
Delegate External User Administration
EDITIONS
Available in: Salesforce
Classic
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To manage external users:
• “Manage External Users”
To create, edit, and delete
profiles:
• “Manage Profiles and
Permission Sets”
You can delegate user administration to external users so that they can decide who should access
the community.
External users who are delegated administrators can:
• Create external users
•
Edit external users
• Reset 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.
1. From Setup, enter Profiles in the Quick Find box, then select Profiles and click a
custom profile.
You can’t edit standard profiles.
You can add Delegated External User Administrator to a permission set
that you assign to a standard profile.
2. Click Edit.
3. Select Delegated External l User Administrator.
4. Click Save.
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Enable Cases for Communities Users
Set Up Your First Community
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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.
Consider the following when setting up delegated external user administration.
•
You can also 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.
• Add the Accounts and Contacts tabs to your community.
• Set field level security and page layouts so that delegated external user administrators can access only the account and contact fields
you specify.
Grant Super User Access to Partner Users in Your Community
Partner Super User Access must be enabled in your Communities Settings before you can grant access to users. Use this information to
grant super user access to users with Partner Community licenses. You can also grant super user access to users in your community with
Customer Community Plus licenses. To learn more, see Grant Super User Access to Customer Users in Your Community.
Granting super user access to external users in your community lets them access additional data and records, regardless of sharing rules
and organization-wide defaults. Super users have access to data owned by other partner users belonging to the same account who
have the same role or a role below them in the role hierarchy. Super user access applies to cases, leads, custom objects, and opportunities
only, but external users have access to these objects only if you exposed them using profiles or sharing and added the tabs to the
community during setup.
1. View the contact record for the user.
2. Click Manage External Account, then choose Enable Super User Access.
3. Click OK.
Grant Super User Access to Customer Users in Your Community
Enable super user access so that external users in communities can access additional records and data.
You can only grant customer super user access to users with Customer Community Plus licenses.
To grant super user access to users with Partner Community licenses, see Grant Super User Access to Partner Users in Your Community.
The “Portal Super User” permission lets delegated external user administrators do the following for their own account:
• 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.
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Grant Super User Access to Partner Users in Your Community
Set Up Your First Community
63
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
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.
Make Your Communities Active
EDITIONS
Available in: Salesforce
Classic
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To create, customize, or
activate a community:
• “Create and Set Up
Communities”
AND
Is a member of the
community whose
Community
Management page
they’re trying to access.
Activating a community makes it visible to members. You can customize the community while it’s
active, or you can deactivate the community to make your changes. Keep in mind that once a
community is active, everything in the community is visible to members. Be sure to finish all major
customizations while in Preview status.
Note: If welcome emails are enabled, an email with a link to the community is sent to each
member when you first activate the community. For any members from outside the company
who don’t have a password or use single sign-on, the welcome email includes a link to set
their password and security question.
An external user with access to multiple communities within one organization uses the same
login credentials for all communities.
1. Access Community Management in either of the following ways.
• From the community, click
in the global header.
• From Setup, enter All Communities in the Quick Find box, then select All
Communities. Then click Manage next to the community name.
2. Click Administration > Settings.
3. Click Activate Community.
Your community is active and online.
Community Management
Manage Your Community
EDITIONS
Available in: Salesforce
Classic
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To access Community Management:
• “Manage Communities” OR “Create and
Set Up Communities”
• AND is a member of the community
whose Community Management page
they’re trying to access
To customize administration settings or use
Community Builder:
• “Create and Set Up Communities”
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Make Your Communities Active
Set Up Your First Community
45
• AND is a member of the community whose Community
Management page they’re trying to access
Community Management is your one-stop shop for setting up and monitoring your community. Administrators can manage basic setup
information including membership and branding. Community managers can view dashboards about groups, members, feed activity,
and license usage, and manage the community’s reputation system. Moderators can see which items have been flagged for review.
You can customize your community at any time, but if you plan on making major changes, we recommend deactivating the community
first.
Important: The options available in Community Management are based on your community template selection, permissions,
and preferences. For example, if your community does not use topics, you will not see the Topics node. Some of the options in
the following list may not be applicable in your community. To display all nodes, go to Administration > Preferences and enable
Show all settings in Community Management.
Home
• View your community’s home page dashboard. If your home page still displays a message to install the SalesforceCommunities
Management, your administrator hasn’t mapped a dashboard yet.
•
Preview the community or access your community’s settings in the Community Builder, Force.com, or Site.com Studio from the
Community Management menu in the global header.
Insights
Monitor recent activity and drill down to the source of that activity to take further action.
Insights are set up by the administrator. If the Insights menu doesn’t appear, the administrator hasn’t mapped any Insights for your
community.
Dashboards
View dashboards and monitor information about groups, members, feed activity, moderation, topics, and license usage for this
community.
Dashboards are set up by the administrator. If the Dashboards menu doesn’t appear, the administrator hasn’t mapped any dashboards
for your community.
Moderation
View a list of posts, comments, and files that were flagged by community members for review. You can also set up moderation rules
for your community.
Moderation is set up by the administrator. If the Moderation menu doesn’t appear, the administrator hasn’t enabled members to
flag content.
To moderate flagged posts or comments within Community Management, you need “Moderate Communities Feeds”. To moderate
flagged files, you need “Moderate Communities Files”.
Topics
Create a navigation menu and showcase popular topics in your community.
Navigational topics and featured topics are set up by the administrator or in the case of self-service templates, they are enabled by
default. If the Topics menu doesn’t appear, your community is not 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.
Recommendations are set up by the administrator. If the Recommendations menu doesn’t appear, the administrator hasn’t set up
any.
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Manage Your Community
Set Up Your First Community
47
Reputation
Set up reputation levels and points to reward members for activity in the community feed.
Reputation is set up by the administrator. If the Reputation menu doesn’t appear, the administrator hasn’t enabled it.
Administration
On the Administration page, you can update basic setup for the community, including:
• 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
Salesforce1. Tab settings aren’t used if your community was created with one of the Self-Service templates.
• Branding—Select an out-of-box branding theme. This branding is only used if your community uses the Salesforce tabs +
Visualforce template.
• Login & Registration—Select the default community login page and set up self-registration.
• Emails—You can customize email sender information, Chatter email branding, and templates in your community emails.
•
Pages—Configure page assignments for your community and access the Force.com and Site.com settings for your community.
• Preferences—Update important settings such as flagging content, nickname display, public access to Chatter, and file limits.
• Settings—Edit your community name, description, and URL. You can also manage the status of your community and change
your community template.
Lookups in Community Management 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 administrator and accidentally remove yourself from a community, you won’t be able to access the
Administration settings in Community Management. To add yourself back to the community or make other membership
updates, use the API.
What is a Community Manager?
EDITIONS
Available in: Salesforce
Classic
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Every community needs someone to take an active role in making sure the community thrives.
Community managers should spend time every day encouraging member participation, keeping
conversations going, and recognizing members for contributing.
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
that show trends in activity and membership. They also need to be aware if members aren’t logging
in as frequently as they should be. By monitoring community membership and activity, community
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 the member reaches the top of the level’s point threshold, they move up a level.
To assign a user as a community manager, simply give them the “Manage Communities” permission. With this permission, they can
access the Community Management page. The user must be an employee of your organization; external community members can’t be
community managers.
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Manage Your Community
Set Up Your First Community
46
Access Community Management
EDITIONS
Available in: Salesforce
Classic
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To access Community Management:
• “Manage Communities” OR “Create and
Set Up Communities”
• AND is a member of the community
whose Community Management page
they’re trying to access
To customize administration settings or use
Community Builder:
• “Create and Set Up Communities”
• AND is a member of the community
whose Community Management page
they’re trying to access
Community administrators and managers use Community Management to monitor community activity, and set up other important
management features.
To access Community Management, you must be logged in to the community.
1. From within the community, click
in the global header.
Members of the community who have the “Create and Set Up Communities” permission can also access Community Management
from the All Communities page in organization setup.
2. Choose the part of the community you want to manage:
• Preview the community or access your community’s settings in the Community Builder, Force.com, or Site.com Studio from the
Community Management menu in the global header.
• In Insights, you can view Insights reports and take action on activity in your community.
• In Dashboards, you can view community dashboards and reports.
•
In Moderation, you can set up moderation rules and monitor flagged feed items.
• In Topics, you can manage navigational and featured topics.
• 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.
Important: The options available in Community Management are based on your community template selection, permissions,
and preferences. For example, if your community does not use topics, you will not see the Topics node. Some of the options
in the following list may not be applicable in your community. To display all nodes, go to Administration > Preferences
and enable Show all settings in Community Management.
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Manage Your Community
Set Up Your First Community
Documents you may be interested
Documents you may be interested
