Getting Started with Salesforce Communities

00:01we're very excited to share our knowledge of the Salesforce platform with you today and I hope that you learn a lot in our session from one of our best Salesforce experts here at luxent my name is Laura Ginsburg and I'll be moderating today's session before I introduce our presenter and hand things off to him I wanted to let you know that we are recording today's webinar as well as taking your questions so please feel free to enter any questions you have in the go to webinar panel throughout the session and we'll answer as many as we can after the presentation we'll be happy to connect with you offline as well if you have more specific or in-depth questions that we can answer on our agenda for today includes a great introduction to the Salesforce Community Cloud including what a community is how you can use one and what it looks like to actually set up your own Community

00:45we'll wrap up today with your questions as well as some additional resources that can help you get started with communities I'll take just a quick moment to introduce you to luxent we're a Salesforce silver partner that delivers Salesforce Solutions and services to the manufacturing and distribution Industries we're based in Southern California with a team throughout the United States and in fact Chad and I are both based in the Midwest and broadcasting to you today from the North Coast we are committed to exemplary customer service as you can see here and on the next slide you'll see a long list of where our certified Consultants have Salesforce platform expertise including obviously the community Cloud as we'll see today so our presenter for today is Chad Smith Chad holds four Salesforce certifications including Advanced Salesforce Administration and the force.com developer certification he is our go-to expert for the sales Cloud Community cloud and advanced quoting and

01:37I'm very excited to have him here today to take you through our Salesforce Community presentation so with that I'm going to hand it off to Chad so we can get into today's topic thanks Laura um yeah so I wanted to start off today with just talking about uh when you would want to think about or when you would want to start using uh Salesforce community and the simple answer is really when you want to give anybody outside of your normal Salesforce org uh access to some of the data or information that's stored within within your Salesforce um so a lot of times that may be uh employees of the company that aren't standard Salesforce users you know maybe they're out they're out in the field or in the shop um but they still May mon to access technical or service manuals or log cases uh to your internal it team um so that's one use and then quite often customers as

02:36well so if customers um would like to see for example any of their open cases that they have or information about your your products um and then Distributors and Manufacturing reps so quite often especially um in manufacturers um these are people that you're going to be assigning leads to they're going to be helping you close deals uh so you you want to give your Distributors and Manufacturing reps access to things like leads and accounts um and opportunities so that you can work them collaboratively um and all of this is done you know under Salesforce security so obviously you don't want one manufacturing reps um to see each other's leads or opportunities um all that is secured down so that you're just giving employees customers and distributors or Partners uh access to the data the information that you want them to have and then there are kind of three types of communities generally speaking although some communities and

03:39we'll be looking at an example of those uh can be Blended um but for partner communities you'll be working with or have access to generally speaking leads accounts contacts and opportunities um and then for customer cases or for customer communities you're going to want to expose them to cases so they can log problems or questions that they have um as well as giving them access to Salesforce knowledge or the knowledge base that you've built up within your organization uh as well as self-service and then for employee communities um you maybe a lot of that is going to be rving around cases custom objects documentation uh and that sort of thing um and then these roughly translate to Salesforce licensing so there are different types of licenses that you can get get uh for your sales fors to roll out communities um and they're going to be partner customer and employee all right so let's get into um getting started with Salesforce communities and

04:43actually kind of show you how you can use templates um to build your own community so about a year ago or so uh Salesforce uh rolled out uh Community templates and the and the community Builder and what those let you do is create a very Nic looking um Community for your for your customers and partners and employees uh without having to do any programming um So within a community Builder uh most things are just dragg and drop you can choose colors add your logo um Etc so there are four templates that Salesforce uh has released today um there's Kokua and Koa and both of those templates really revolve around knowledge and cases so they would be um probably examples of when you would want to uh communities that would be geared towards your customers and then there's the Napili template which seems to be the one that's kind of the most advanced to this uh to date um so

05:44that's going to include things like knowledge and cases um as well as chatter question and answer uh you can also extend access of the Napili template to custom objects in your or in your org as well as some of the standard objects uh like leads and opportunities um and then there's also a template that's called Salesforce Tabs Plus visual Force um and that template is really looks a little bit different than what you're used to seeing in the Salesforce classic with the tabs across the top um but the styling difference is really just color so that's going to look very similar to uh what you're used to using within Salesforce day in and day out um so in this uh slide here here just kind of wanted to do screenshots of Kokua Koa and the standard Salesforce so Kokua is the upper left one here uh it's more graphically Rich um Rich way of displaying um knowledge and cases

06:41and then we have Koa which is a little more text based and then in the lower right just the standard Salesforce tabs um so it should look very very similar to what you're used to using in Salesforce right now all right so let's uh because the Napili I think is the most interesting uh let's take a look at that in a real environment I know you're all probably very disappointed that we're leaving PowerPoint but let's jump into Salesforce here and let me get my go to meeting out of the way um So within Salesforce uh I think we'll probably have quite a few admins uh in the on the call today very used to the S the Salesforce setup panel on the on the left so once you enable communities under all communities here you'll have a a list of the different communities that you've built or are playing with and if you kind of notice over here on the right

07:41there's a status for the communities so if you want to go in and start playing with one just to you know test out see how it works um you can always leave it in preview mode which means uh you know nobody accept an administrator is ever going to be able to get in there uh not your end users not customers Etc um so that makes it makes it easy to play around with and so uh here's the here's the Napili template and if we uh go into so I want to go to the Napili Community um as an internal user you can enable or disable uh employees or your Salesforce users uh the ability to jump into a community if they want um and this is a a setting within security uh called the global header uh that you can toggle on and off by on a profile basis so I can just right

08:34now go into the Napili template or go into the Napili based Community here and see what it looks like so while a lot of the information we might see in Salesforce uh everything from knowledge articles uh to data topics is here it obviously looks quite different than uh than what you're used to and I think probably most people would agree uh that it's a little more visually pleasing than what you normally see in Salesforce um so in the a lot of what the Napili template is based on and if you're using it for a customer Community um it's really going to be information and discussions questions and answers uh about your products so just as a demo here I've kind of set up two different um topics one for Salesforce lightning and one for Salesforce classic so and I'll show you how to do this in in a few minutes here but you can set up these topics um and add and then add information to it

09:30and so if I want to jump in and I want to see more information about Salesforce lightning of course I can just click on that and then we would see a couple different areas discussions uh where your employees and customers can talk about different topics here as well as articles from your knowledge base so here are some that I just kind of set up here so I want to I want more information on you know making the switch to the experience so the customer can just click into that article that you've already set up uh they can see the article title content Etc um now these articles are all based on uh Salesforce knowledge which is customizable um so for this demo I just I just set it up with the title of the article and then the actual content um but in the real world you can this doesn't have to be title and content it could be question and answer you could have a section for diagrams um pretty much anything you like as

10:31well as additional resources and if I try to switch here to a different article just wanted to show one that actually has some graphics in it uh I forget which one I added to um but here's one with the additional resources um you can see you can put links and stuff uh in your knowledge articles as well and then also uh within the um within topics you can set up discussions so if people want to ask a question uh they can post that to the discussion uh if people want to follow the discussion which is really kind of a form of a form of chatter um to get updates they do that as well and of course we have trading articles things that have been recently added um and then also we have some the other ability to ask a question natively um as well as contact support so when I contact support I'll get a popup that essentially is going to create a new case for your customer um so they can put in the subject

12:01and then whatever the description is and then submit attach article or attach documents uh and then submit that and then that's going to go um using your kind of standard case routing rules that can go ahead that'll go ahead and get routed to the appropriate um the appropriate agent or the appropriate queue uh to take care of and then between the two uh between your internal person who's managing the case and your customer um they can collaborate via chatter and have a discussion there and then hopefully eventually close the case so what we also have the ability to do is within the Napili template uh is to expose uh standard some standard objects I say some because it's not all standard objects but like leads accounts contacts uh cases opportunities are included in that um so you can give your customer the ability to go in and to look at their recently viewed cases or all of their um all of their open cases if you'd like

13:05and then uh one of the kind of cool things or beneficial things that we can do uh by com combining uh our connect product which is for Erp integration sorry it's called LiNK now I don't want to get my hands that by marketing uh we can go in and expose custom objects like orders uh to the customer so they can see the status of their orders and their shipments and the returns Etc Allin the community uh without having to bother uh your customer service reps or their account manager all right so let's go into take a look kind of behind the scenes of some of this information um so kind of at the heart of it of what you're when you see articles um it's going to all be part of knowledge So within uh article management you can give us or you know your internal users access to go in and create new articles put in the content uh that they need to as well as additional resources as well um

14:23and then between the users that are contributing the Articles uh in your Salesforce administ you can decide whether or who is going to be allowed or what channels are going to be allowed uh to actually see this information I mean obviously you may have documents and uh that you don't want your customers or Partners or the public to to see um internal use only but you can also choose to expand those expand out who's allowed to see it and then via data categories and then Community Management um this is where we can deter determine uh which articles are going to show up where within the community so if I want this article to show up under Salesforce classic I can do that and then save the article and if somebody has access or somebody is allowed to publish and again you can set this up through knowledge on who's allowed to actually publish articles they can go ahead and publish the article um so that

15:26it's it's widely available so that's kind of the the the back end of when you're setting up topics and articles for your community if you want to do that um and then defining the the look and the feel of the community and actually setting it all up is done within the community builder for the templates so you can see for Kokua Napili um a custom one here and then the Koa demo uh these all have Builder next to it which means that can use the Salesforce lightning Builder and so if I jump into the Builder here for Napili this is the community Builder and it'll go through and kind of give you some information you know a little welcome here on the left side the product navigation Etc so let's kind of look at some of the things you can do in here so here's the branding editor and within the branding editor you can use custom CSS um so stylesheets or cascading stylesheets what CSS stands for really controls the look and feel um of a website so if

16:49there's a particular font for example that you use color schemes whatever um you can override the standard style and coloring scheme uh of Salesforce uh and use your own if you want it to look a little bit more like your your current web presence um you can also Salesforce also has some standard color pallets that you can choose here as well as uploading your own and then changing the different ones here as well you get to pick your company logo if you want one to show up at the top um and then fonts as well and so on this within the branding editor you can see now what your homepage is going to look like and then the other pages that Define or that make up your community are also available here to see what they're going to look like with The Branding um so we have my open cases page here we can see that

17:43and then as things change those change there and else what else is really cool is the uh the templates that Salesforce uh is using are are are optimized for use not only on the desktop but also on tablets and phones so you can kind of see what this is going to look like on a tablet as well as different phones so there it is on the phone still pretty decent definitely usable all right and then fluid kind goes back to full screen here so on the next one down uh are pages so these so for every page you can kind of decide what's going to go there so if I change my page back here to home we'll see what's currently on there and also different lightning components that I can add if I'd like so if you want to give somebody uh if you want to give somebody a language picker you want to support M multiple languages I can drag that up here and then there's my language picker and if I want to see what

19:11that's going to look like I can hit my preview here and there it is there I'm only set up for English uh in this community but if we were supporting others they would have a drop down and then so here's the welcome message that we have which was had or created there just by using this headline and then you can drag and drop it there and then things like your chatter feed compact chatter feed Etc you can have a create if you want to have a a create record button you can add that to the community as well and that's all just drag and drop there if I preview that here's my new Account button let's go back to home and if I decide I don't want something I can just exit out and it's going to remove it remove it from the community so these lightning components um there's a uh quite a few obviously that are standard um as

20:26well as um you can also download different lightning components from the uh app exchange for use within a community um and you can also create your own so if you want to do something custom that's certainly doable um and then if we look on the right this just kind of gives you a page structure so I've got the language picker here it's really just kind of an outline view of what you have on the particular page and then for changing these uh so if I want to change my case page I just select the page from there and then again with the drag and drop case list can add it there now you can also set up so Napili comes with a ton of standard pages and you can see those down here kind this Pages for article detail support creating records error the homepage Etc you can also create uh Pages for objects and you'll see those kind of in these sections here there's our generic page

21:44and then you can also customize or look at your login page as well so what I really like about uh what's really nice in winter in the winter 16 release of Napili is you can it now supports custom objects so we talked about the orders um and so if I want to for example also let my customer see invoices and invoices is a custom object uh within the community the only thing I going have to do is go up to the plus button and I can create a a standard page where it's kind of a blank slate uh where you can drag and drop those lightl components on and you also can have an object page so I'm going to do object page and Salesforce will ask me then hey what object do you want to add and so I can scroll down and you'll see things like accounts and assets and campaigns contacts uh that are available and I am let's go ahead and uh go with opportunities so this will be kind of like a um

22:52there's opportunity so this will be kind of something perhaps uh part related all right and then we have the detail page just some information on that the naming for example and then what we want on the list page and also related lists and you can change all of these if you'd like um all right so there's my opportunity page so which is now created and then if I want to um have that available for navigation I can just go back to my pages here and so here's a navigation across the top and then I'm allowed to edit the navigation menu here and I'll add a new menu item all right so here's my new menu item and I can give it a name and the type so it can be a community page external URL nav topic uh or Salesforce object and I'll go ahead and just choose uh opportunity there it is so

24:11now I can publish this change and you'll see opportunities across the top and if I want to see what that looks like I can just preview it there and again obviously all secured down so people are not going to be able to see information or opportunities that you do not want them to have access to so one thing I wanted to uh also touch on um apart from the community Builder here is how you manage your topics that are available um so obviously the you know topics are kind of a center piece of uh the three of the Koa Kokua and app templates so to manage those um that is going to be done let's see go ahead and publish this before we go out and so publishing is pretty much the same as saving your changes just takes longer all right so back in Community Management here um is so in Community Management

25:39this is kind of the the the text area the not fun Builder uh but just as important so in here uh this is where we set up our different topics so on the navigation topics here we had the Salesforce and lightning um you can also feature certain topics we have both both featured um and then also the article management so in article management uh when you decide that you know a particular article um you want to expose it to the community that's where you can find the article here um and then do and then do the publishing all right and then uh for re commendations how you want to set those up and then the administration uh where you can set things like which Pages um membership obviously very important the membership is going to control which profiles or users are allowed to get into the community and then also available are dashboards associated with the community um and these aren't you'll need to download an app exchange um app to get a dashboard to get these dashboards um but

26:58it's available free of charge from Salesforce so you things like um you see your overview who the members are Etc all right so that's the uh nap Napili template um and then to kind of give you an idea of what some real live customers are using Salesforce uh communities for we wanted to talk about three here um very briefly just a few minutes on each one uh the Coulson group partner Community U biotech employee and distributor community and uh the vion uh customer community so um let's jump first into uh Coulson group and cson group um sells sells primarily through Distributors and partners so just as a a sample here we have Chad Smith who works for ABC Global Corp uh who is one of uh their partners and then um if I want to log into a community or a portal or as a particular person like Chad Smith here I can do that right from the contact record um which is very nice to you know help them troubleshoot if

28:18they're having an issue uh but also to see what data they actually see if they're logged in so I'm going to go ahead and log into uh the Carlson group partner community so this is a a sample of or an example of uh the kind of the standard Salesforce tab plus visual Force Community um and these obviously aren't quite as attractive as the templates or doing something custom um but for the most part uh when you're working with Distributors and partners you know that's a whole lot less important than making sure that uh they're managing their leads accounts and opportunities there's kind of kind of a less of a branding concern um but then they have a dashboard just like the home and their tasks so they can see their 10 to uh top 10 open deals for example their open leads um they can go into a leads tab just like one of your internal people um and create a new one if

29:16they need to let's just do this real quick all right so uh here's a standard lead and this looks you know probably pretty similar to the the leads that you see uh within your organization um but they call it Salesforce Tabs Plus visual Force because you can use use visual forcing here um so for Coulson group a lot of the um kind of the Distributors uh were very confused about the lead conversion process I just you know couldn't quite get it um so we decided that it would be easier than really than trying to get them to convert leads you know on their own and we just give them this button that tells to close a lead so they click that it's a visual force page and they just kind of say my final status is one lost or unqualified um and then behind the scenes after they enter this information uh it's going to go ahead and create the do the lead conversion to account process uh and create a closed one if

30:39I'm doing a closed one here um opportunity so it just kind of makes it simpler uh for them to use so that's the Clon group uh partner Community um the next one is BT resource so this is the uh this is a portal or a community for employees Distributors and partners of Biotech um and what this community is really driven by mostly are the need is the need to distribute documents to a wide a wide range of different audiences so in designing this um it's been designed to look uh very similar to the biotech standard website so for customers and marketing um kind having a a consistent brand and image is important um so this has been designed to look a lot like that and So within this community um we've set up the ability of an admin to go in and add messages so this part of it is all data driven um somebody doesn't doesn't have to go in and

31:45actually alter the visual Force to um to add these new notes or these new this these news items uh they just go in and they create a new record uh within a object a custom object that we that we set up and then the feature documents uh section is pulled from the feature documents of the library so they don't want to have to upload the same document to a library for the internal Salesforce users to get to um and then somewhere else to be available for other employees um and then their their partners and Distributors this is all just done once um and then displayed and pushed to the community from the library and they can also set up links as well um they also have uh instituted chatter so the employees and Distributors can join different chatter groups and discuss uh products within there and then of course we want to always give somebody the ability to update their user information and what

32:52we've done here as well a little bit of customization uh towards the right here and people can sign up for a weekly document digest so every night around or every week around Sunday at like 5:00 a.m. an email goes out with a list of all the new documents um and the change documents uh within the community and then if I want to actually uh get to a set of documents about a particular product um I can do it from here so if I go into my El 406 product I see a nice little graphic of what it looks like uh and some description here um some part numbers and then down at the bottom actual documents related to it um and these are all categorized uh by type so if it's a service manual or marketing if it's a webinar recording Etc I have access to all that um and I just have to hit the download button here uh to actually download the document um or I can click on the title uh that would take me to the title or actually take me to the document now this is pointing to their production in I'm not going to be able to get to the document and then divide it up standard documents competitive analysis uh images

34:18well as well and sometimes you just want to be able to search for a particular document so that's what the the documents tab here is for so if I want to see all of my service manuals that are available um I can pick from the document category like that um set up a different date range or product category and then just do a search to pull up all those documents like so all right and then um they can also do service requests uh in here um as well as download or actually fill out different forms the partner has an email marketing request uh they can fill out this form here and you can see this is where we kind of we just leveraged kind of the St standard Salesforce uh look and feel and to mix the visual force and standard Salesforce um where necessary all right um so that was the biotech BT resource employee distributor and partner community um

35:28and then last but not least is the vion customer community so again with biotch uh vion wanted to be able or wanted their Community uh because it's really um marketed towards external users um customers to have it have the same look and feel and styling uh as the the vion homepage um So within here we have panels for people to be able to very quickly open a new case view their cases look at their um current serial numbers so these are the actual products that they own um as well as orders um different accounts they have access to um so they have access to uh depending on you know where they're located or depending actually the individual um at one of their customers they would have access to some of the ship twos and not others so they would see a list of um their accounts they can look at the knowledge base um so that kind of hearkens back to the articles that we were um looking at earlier as

36:28well as manuals and shipments and then on the homepage we also give them you know a very nice ability to see all of their current open cases um who their account team is fortunately this demo account doesn't have any account team people and then different links and news and announcements um and the News announcements here we even uh went so far as rather than having to create these on their own um this goes out to the Bayon website and pulls in news uh use an announcement um on a daily basis and then the person can uh edit their profile so on the biotech we kind of use the standard Salesforce styling for profile here kind of using the more modern look um that's going to match their website all right um and then knowledge so these would be available to all of their knowledge articles Q&A so I can do this is basically your chat question and answer all right so those are uh three communities uh that

37:39we've built to kind of give you an idea of what's possible out of the box um and then I think Laura are we ready for Q&A we are thank you so much Chad a great look at everything from the basics of getting started to some um very very custom communities interpretations so thank you for that we will move into the Q&A portion here to wrap up our Salesforce expert webinar um you can go ahead and enter any questions you have in that go to weinar questions panel um and we will send you a recording following up on today's presentation um as well as a lot of additional resources that we've pulled together for you so Salesforce um itself has some fantastic resources that will help you better understand community and what's available to you and we have some resources as well from our Salesforce experts so you can look forward to that um a quick question I think

38:39this is more of a clarifying question Chad can you reiterate what type of community biotech is using uh they are their licensing is um employee and customer okay perfect um and I don't know if this is something that's easy to um actually get into but uh if you're able are you able to show how Calenders are used by a partner or maybe speak to it um sure uh if it's let's see let's jump into Coulson I don't think we've enabled calendars here just go back no it looks like um I don't think I don't think there's any reason why you could not um kind of show to show the calendar give um Partners calendar access um because they can go in um to a lead for example and we just have it to new tasks to create um events they should have access to the calendar um I would have to double check to make sure

40:06that's 100% accurate I don't think we've ever um actually used calendars with Partners usually it's just tasks because they have their own um because they have their own um calendar obviously use Outlook or Google or whatever um yeah maybe drop that down and I'll I'll check it and give you a a definite answer okay perfect um so for the community templates that we looked at um do those come at no charge with a community license or is there an additional cost that goes with those as far as I know it's included I'm 99% sure it's included I've never seen where they would um where they're charging extra for those okay um if we are currently using partner portal for our reps what would be the benefit of switching to a community I would say you know the biggest benefit is portals well I think when they introduced portals it was basically you're taking your your when they introduce communities

41:07you're taking your portal and you're adding some additional uh functionality for example chatter um so there's that um there's also that you know the portal product uh kind of it's still you know it's still there I guess it's still supported um but nothing's happening with it um you four or five years ago they probably four years ago they started you know doing the communities um so you're not GNA you're not going to ever get anything new with it now if it's working perfectly for you you know that's great you know maybe there isn't a huge reason to change um but it is kind of a you know sunsetted product okay great um do you have any customers that you've worked with that are using email functionality through communities using say that again uh using email functionality no

42:09well sending email like having the partners send emails out no uh we don't have anybody doing that um we have done some custom work where customers like some custom Apex where you know partners are getting notified via email the new lead or or change to a request for quote um that sort of thing so I guess it depends on what kind of email email you're talking about okay um we are new to the idea of installing a community for our partners what's the best way to kick off a community initiative internally um I think the best way uh first uh I would identifi you know a couple of partners that probably you're close with or might be most techsavvy or most open to um to using that and then really defining the four or five things that you want them to uh to be able to do so for a partner that generally speaking is you know leads accounts contacts opportunity management you may want to think about other things other documentation you want to give them access to Etc um

43:20and then also uh security and how many licenses is uh you'll need will be important so you know are you going to have one person at each um distributor or partner that's going to have access and do all of the the management or you going have multiple that sort of thing um and that also kind of plays into how you manage security so what Salesforce does uh you can set up different levels of hierarchy at a particular partner so if they have you know for example three sales reps that are going to be using it and then the sales manager um you can set up that role hierarchy that there um so the manager sees everything and their sales reps um may not see a lot and then also kind of dub tailing to that sort of security is field level security so do you um do you want them to see all of the information on leads accounts contacts and opportunities or other fields that they don't need to see because

44:18it's just confusing or it's a security issue um so you may want to start thinking about uh page layouts that are going to be used um for the community versus a standard so worce user I think most people do that um because they are things that they don't it's l of a security concern but more like they don't need to see this field it's just going to be more confusing more stuff for them um so also thinking about that okay great good pointers um we'll wrap it up here with one last question is there an easy way to keep track of how many Community user licenses each of your partners is using I would think you could just you could just run a report you can run reports on um the user object which is going to include um if you look if you have a community just go to the setup here if you have a community and there's a user associated with it um they're going to be listed as a standard as a user in here um

45:26they're going to have a special profile of partner so you can see that here um but then you can just run a report of um run a report of users that are active um and then also on these user records that belong to um a particular account um that are portal users or Community users um it rolls up to a particular account so you can do the report in such a way that if you wanted to group them by partner you can because this user this partner user is associated with a particular contact and then obviously that contact is associated with the particular account so you can some do some grouping in there um on your report all right fantastic if you want to zip back over to the that last PowerPoint slide that would be great as we close out here today so thank you all for joining us it was great having you as part of our Salesforce expert webinar today um as a reminder here

46:28you can get in touch with us anytime um either through social media or directly on our website so thank you so much and we will see you on an upcoming session have a great day thanks l