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Salesforce Community Managers Guide
Salesforce Community Managers Guide
Managers Guide
Salesforce, Spring ’19
@salesforcedocs
Last updated: February 5, 2019
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CONTENTS
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
MANAGE YOUR COMMUNITIES FOR SUCCESS
Monitoring and managing your community is the key to ensuring the community is a success.
This guide is intended to introduce you to the roles that help ensure a community is successful, and the tools that they can use to achieve
that success.
Great communities don’t just happen; there are many people involved, from the designer to the implementer to the developer who
performs customizations. But once a community is up and running, the community manager and moderator are crucial to making sure
it succeeds. These two roles combined help to ensure that the community is:
• Active: Members are logging in regularly
• Engaged: Members feel motivated to actively participate on a regular basis
• Healthy: Member are posting, commenting, and sharing appropriate and helpful information. Inappropriate information or files are
removed.
1
COMMUNITY MANAGERS, MODERATORS, AND ADMINS
WORKING TOGETHER
Communities can thrive when community managers, moderators, and admins understand their
EDITIONS
unique roles and work together effectively.
A community manager and moderator work hand-in-hand. They are partners and support one Available in: Salesforce
another in fostering engagement and harmony in the community. Sometimes, they perform some Classic (not available in all
of the same tasks, but each has unique contributions. While the community manager is typically orgs) and Lightning
responsible for monitoring adoption and engagement, the moderator is typically responsible for Experience
ensuring the community is a healthy environment and that members feel encouraged to be active Available in: Enterprise,
and helpful to each other. Performance, Unlimited,
Community managers, moderators, and admins all work together to protect, engage, and measure and Developer Editions
community success.
Prevent spammers, bots, and trolls from Welcome new members, add contributors, Review analytics on community health.
attacking the community. and connect members with resources. Measure return on investment (ROI) and key
Protect the community from trademark Help ensure that members questions are performance indicators (KPI), such as money
infringement and legal issues. answered quickly. saved and cases deflected.
Ensure community members use Acknowledge helpful members and thank Identify and track community trends.
appropriate language and adhere to the them.
terms of use. Identify, encourage, groom, and retain
MVPs.
2
Community Managers, Moderators, and Admins Working Assign a Community Manager
Together
Moderate Communities Feeds Review flagged posts and comments and take action, such as
removing flags or deleting the post or comment. Moderator USER PERMISSIONS
options for feed content are available in the community feed
To assign permission sets:
and in Community Management and Community Workspaces.
• Assign Permission Sets
Moderate Communities Files Review flagged files they have access to and take action, such
as removing flags or deleting the file. Moderator options for
files are available on a file’s detail page and in Community
Management or Community Workspaces.
Moderate Communities Chatter Review flagged messages and take action, such as removing
Messages a flag or deleting a message. This permission allows users access
to only flagged messages in communities they’re a member
of.
Can Approve Feed Post and Approve, delete, or edit posts and comments that are pending
Comment review.
3
Community Managers, Moderators, and Admins Working Assign a Community Moderator
Together
Access Community Management Access community pages from Community Managementand Community Workspaces
You can also add these permissions to a profile. These permissions are valid for all communities the user is a member of, but don’t apply
in your internal organization.
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets, then click New.
2. Create a permission set that includes the appropriate permissions.
3. From Setup, enter Users in the Quick Find box, then select Users.
4. Find the user you want to be a community moderator and add the permission set to their Permission Set Assignments related list.
After you grant moderator permissions to a user, keep these things in mind:
• The user can now moderate any items they have access to in all communities they’re a member of.
• The user can flag items even if Allow members to flag content is disabled in a community.
• Moderators can receive an email notification when a post, comment, or file is flagged by selecting the Flag an item as
inappropriate email notification.
Access to moderator functionality is slightly different depending on user permissions:
• In the community feed: Both internal and external users with the “Moderate Communities Feeds” permission can view flag indicators
directly in the community feed for posts and comments and decide to either remove the flags or delete the content.
• In Community Management and Community Workspaces: Only internal users with the “Manage Communities” or “Create and
Set Up Communities” permission can access the Moderation area.
4
THE ONE-STOP SHOP: COMMUNITY MANAGEMENT
Important: The options available in Community Management or Community Workspaces are based on your community template
selection, permissions, and preferences. For example, if your community doesn’t use topics, you don’t see the Topics section. Some
options in the following list might not appear in your community by default. To display all sections, go to Administration >
Preferences and enable Show all settings in Community Management or Show all settings in Community Workspaces.
5
The One-Stop Shop: Community Management Access Community Management
6
The One-Stop Shop: Community Management Report on Communities with the AppExchange Packages for
Community Management
2. Check out your new mapped pages. Click Dashboards and Engagement in Community Management or Community Workspaces.
Don’t be afraid to customize the preconfigured dashboards and Insights to fit your community’s needs. You can edit the source
reports or dashboards at any time.
During installation, dashboard and report folders are automatically installed in your internal org. You’ll also have the option to give your
community managers access to the package contents so you don’t have to share the dashboard and report folders with them later. If
you have no previous Insights or dashboards mapped in Community Management or Community Workspaces, they are automatically
mapped for you during installation.
After the package is installed, you can access your new dashboards and reports alongside all your other Salesforce dashboards and
reports. When you view the dashboards in Community Management or Community Workspaces, community-specific data is displayed.
7
The One-Stop Shop: Community Management Insights for Community Engagement
Example: With an Insights report set up to track new members, community managers can quickly navigate to a new member’s
profile to send them a welcome message.
They can also access other reports about members directly from the Insights page using the drop-down menu.
Tip: Let us do the setup work for you! Get out-of-the-box Engagement Insights in the Salesforce Communities Management
package available for download from the AppExchange. To use the preconfigured Engagement Insights, your community must
use Chatter.
Insight reports provided in the package are 100% customizable. You can change the default Insights page names, report folder
mappings, and even the Insights report columns and filters at any time. So don’t be afraid to customize or change what you get
in the package. You won’t hurt our feelings.
8
The One-Stop Shop: Community Management Insights for Community Engagement
4. Click Save.
Engagement Insights pages are visible to community managers when they expand the Engagement section in Community
Management or Community Workspaces.
Go check out your changes. Click Engagement and then click each Engagement Insights page name. Use the dropdown menu to verify
the reports mapped to each page.
9
The One-Stop Shop: Community Management Insights for Community Engagement
If you installed the Salesforce Communities Management package, moderation-related Engagement Insights reports are also mapped
to pages in the Moderation section of Community Management or in the Moderation workspace of Community Workspaces. Unlike the
page names in the Engagement section, the page names in the Moderation section can’t be renamed or unmapped.
Note: You can create reports based on other objects and expose them in Community USER PERMISSIONS
Management or Community Workspaces. Keep in mind that they show data from across
your organization, not just for the community in which you’re viewing them. To create custom report
types:
• Select Networks as the primary object.
• Manage Custom Report
• Select a child object: Types
– Chatter Messages To create, edit, and delete
reports:
– Feed Revisions
• Create and Customize
– Groups Reports
– Network Audits To create and share report
– Network Activity Daily Metrics folders:
– Network Feed Revisions • Manage Reports in
Public Folders
– Network Members
– Network Membership Daily Metrics
– Network Moderations
– Network Public Usage Daily Metrics
– Network Unique Contributor Daily Metrics
– Recommendation Metric
– Topic Assignments
– Topics
– Unpublished Feed Entities
10
The One-Stop Shop: Community Management Insights for Community Engagement
• To view “Approve” and “Delete” comment actions, you must add the FeedCommentID column to your Insights report.
Be sure not to filter the report by Network ID to ensure that the report dynamically displays data for the community you view it from.
Adding a Network ID filter causes the report to only show data for the community with that Network ID, regardless of which community
you view it in.
3. Save the report to a new report folder that you can map to in Community Management or Community Workspaces.
We recommend that you create a separate report folder for each of your Insights pages. For example, create one report folder called
Insights Members and another called Insights Moderation.
Engagement Insights pages map to report folders in your internal org. All the reports included in that folder are displayed in the
dropdown menu on the Engagement Insights page. Adding or removing an Engagement Insights report from the report folder in
your internal org updates the Engagement Insights page in Community Management or Community Workspaces.
Note: Some Insights are not available in Developer Edition or sandbox orgs.
11
The One-Stop Shop: Community Management Insights for Community Engagement
For detailed information about these options, see the Visualforce Developer Guide.
3. Ensure that your users have the correct permissions to complete your custom action.
Depending on how you set up your custom action, after the action is executed, the user either stays on the Insights page or is redirected
to a page in your internal org. Unlike our standard Insights actions, users don’t receive the standard success or failure message for custom
actions.
Example: Here’s an example of a custom action to delete all activity from a community member. This custom action is great for
cleaning up the community after a spam attack.
Create a custom controller extension using an Apex class and use it in your Visualforce page. The following
DeleteAllActivityControllerExtension class is an example of a custom controller extension.
retURL = ApexPages.currentPage().getParameters().get('retURL');
ids = idsList.split(',');
}
12
The One-Stop Shop: Community Management Insights for Community Engagement
retPage.getParameters().put(failure, String.valueOf(failureCount));
return retPage;
}
This code creates a Delete All Activity button in your Insights report. This button deletes all posts and comments for any selected
members. If you wanted to delete all private messages and files too, you could expand the code.
13
The One-Stop Shop: Community Management Insights for Community Engagement
Note:
• This code example doesn’t include any permission checks. This custom action only works for admins.
• The IDs for the items you selected on the Insights report are passed to the Visualforce page using the idsList
parameter.
The following Visualforce markup shows how the custom controller extension can be used in a page:
<apex:page standardController="User"
extensions="DeleteAllActivityControllerExtension" action="{!deleteAllActivity}"
/>
Important: Some Engagement Insights actions require special permissions. If you can’t
perform an action, let your admin know. USER PERMISSIONS
1. Open Community Workspaces or Community Management. To view Engagement
2. Click Engagement or Moderation. Insights in Community
Workspaces or Community
Note: Your admin maps Engagement Insights pages. If the Engagement section isn’t Management:
visible or the Moderation section doesn’t include any Engagement Insights pages, your • Access Community
admin hasn’t mapped them yet. Management OR
Manage Communities
Pages with mapped report folders appear when you expand the sections. OR Create and Set Up
Communities
3. Click the Engagement Insights page you want to view.
AND
• To access other Engagement Insights reports, use the dropdown menu.
Is a member of the
community
To customize Engagement
Insights reports:
• Create and Customize
Reports
• Take action! Only the first two actions are displayed on the page. To see more actions, click
next to the displayed actions. You can select up to 100 rows at a time.
• To filter the report by relative and custom date ranges, use the dropdown date filter. Select one of the following relative date
ranges: All Time, This Week, This Month, Last Month, Today, Yesterday, Last 7 Days, and Last 30 Days. You can also enter your
own custom date range.
14
The One-Stop Shop: Community Management Measure Community Success with Dashboards
• To sort the report by a specific column, click the column heading. An arrow on the column indicates whether the report is sorted
by ascending or descending order.
• To edit or customize the report, click to open the report in your internal org. From there you can customize the report to fit
your community needs, such as adding or removing columns and updating the report filters.
Be sure not to filter the report by Network ID to ensure that the report dynamically displays data for the community you view it
from. Adding a Network ID filter causes the report to only show data for the community with that Network ID, regardless of
which community you view it in.
• To edit the actions assigned to a page, click to open the Edit Engagement Insights Actions page.
Actions that appear on the Engagement Insights report are displayed based on the data returned in the report. For example, if
the report returns data about a user, the Freeze Member and Unfreeze Member actions are displayed. If the report stops
returning data, actions aren’t removed. However, when you go to update the actions, we let you know that some are no longer
appropriate.
Each Engagement Insights report can have its own actions. You can edit these actions at any time, but keep in mind that an
Engagement Insights report must have at least one action. Actions displayed in the picklist on the Edit Engagement Insights
Actions page are all the available and appropriate actions for your report, including custom actions.
Engagement Insights reports for your community are automatically refreshed when you access them. You can also force an update.
15
The One-Stop Shop: Community Management Measure Community Success with Dashboards
Tip: Keep in mind that you can get preconfigured dashboards in the Salesforce Communities
Management package available for download on the AppExchange. USER PERMISSIONS
If the Salesforce Communities Management package is installed in your organization, each of the To map dashboards in
pages has a default mapping to a dashboard from the package. You can overwrite these values as Community Management or
needed. Community Workspaces:
• Create and Set Up
To map or update your dashboards:
Communities OR
1. Open Community Workspaces or Community Management. Manage Communities
2. Click Dashboards > Settings. AND
3. For each of the pages, select the dashboard you want to show to community managers. To Manage Dashboards in
Public Folders
change the name of the dashboard page, click inside the dashboard label.
AND
The dashboard you map to Home displays on your Community Management or Community
Workspaces Home page. Is a member of the
community
4. Click Save.
Dashboards are visible to community managers when they expand the Dashboards section or
visit the Home page in Community Management or Community Workspaces.
Verify the dashboard mappings by clicking Dashboards and then clicking each page name. If you mapped a dashboard to the Home
page, check that out too.
16
The One-Stop Shop: Community Management Measure Community Success with Dashboards
Tip: Keep in mind that you can get preconfigured dashboards in the Salesforce Communities Available in: Salesforce
Management package available for download on the AppExchange. Classic (not available in all
orgs) and Lightning
All dashboards display as Lightning dashboards, regardless of what types of dashboard you’re using Experience
or what interface your org is using. For example, a Salesforce Classic dashboard gets displayed as
a Lightning dashboard. Not all browsers support this Lightning view, so make sure you’re using a Available in: Enterprise,
supported browser. Performance, Unlimited,
and Developer Editions
Open Community Workspaces or Community Management.
1. Create custom report types based on the Networks object.
USER PERMISSIONS
Only reports that are based on the Networks object show community-specific information in
Community Management and Community Workspaces. To create custom report
types:
Note: You can create reports based on other objects and expose them in Community • Manage Custom Report
Management or Community Workspaces. Keep in mind that they show data from across Types
your organization, not just for the community in which you’re viewing them. To create, edit, and delete
• Select Networks as the primary object. reports:
• Create and Customize
• Select a child object: Reports
– Chatter Messages To create and share
– Feed Revisions dashboards:
– Groups • Manage Dashboards in
Public Folders
– Network Audits
– Network Activity Daily Metrics
– Network Feed Revisions
– Network Members
– Network Membership Daily Metrics
– Network Moderations
– Network Public Usage Daily Metrics
– Network Unique Contributor Daily Metrics
– Recommendation Metric
– Topic Assignments
– Topics
– Unpublished Feed Entities
3. Create a dashboard with components. Select the report as your source type.
• Add a component for each report you want to include in your dashboard.
17
The One-Stop Shop: Community Management Measure Community Success with Dashboards
• Find your report on the Data Sources tab and add it to the component.
For a Salesforce Classic dashboard to optimally render in the Lightning view used in Community Management and Community
Workspaces, make sure that your dashboard meets these requirements.
• Includes only up to 20 reports arranged within three columns
• Doesn’t include unsupported charts, such as funnel, scatter, table, multi-metric, pie, and gauge
For a list of dashboard features not supported in the Lightning view, see Reports and Dashboards: Lightning Experience Limitations.
Note: Metrics are supported in the Lightning view, but they display as large tiles. We recommended that you don’t include
metrics in your dashboards.
4. Share the folder that you save your dashboard in with your community managers.
5. From Community Management or Community Workspaces, click Dashboards > Settings to map your dashboard.
When a community manager accesses Community Management or Community Workspaces, the dashboard appears under Dashboards.
If you mapped a dashboard to the Home page, the dashboard appears there.
Dashboards in Community Management and Community Workspaces are automatically refreshed every 24 hours. To see the latest data,
click Refresh. If you access the dashboard after it has been recently refreshed, the dashboard displays the globally cached data from
the last refresh. If the dashboard hasn’t been refreshed in 24 hours, it’s refreshed automatically when you access it. All role-based external
users in your community can refresh dashboards set up with “Run as specified user” and “Run as logged-in user” up to 1,000 times daily
per org. Scheduled and automatic refreshes don’t count against the limit. There is no refresh limit for internal users.
Note: Communities don’t fully support dashboard subscriptions. If you subscribe to dashboards, you receive email notifications
with updated dashboard information, but you can’t click through to the dashboard from the email notification.
Remember that you can customize your dashboards at any time. To edit your dashboard, go to the Dashboards > Settings page in
Community Management or Community Workspaces. Click into the Label field to edit the page name and select the down arrow to
the right of the Dashboard field to map to a different dashboard. Click Edit dashboard to open the dashboard in your internal Salesforce
org. If you’re using a dashboard that was created in Lightning Experience, the edit link doesn’t work.
18
The One-Stop Shop: Community Management Measure Community Success with Dashboards
Note: Communities don’t fully support dashboard subscriptions. If you subscribe to dashboards, you receive email notifications
with updated dashboard information, but you can’t click through to the dashboard from the email notification.
Remember that you can customize your dashboard at any time. To edit your dashboard, go to the Dashboards > Settings page in
Community Management or Community Workspaces. Click into the Label field to edit the page name and select the down arrow to
the right of the Dashboard field to map to a different dashboard. Click Edit dashboard to open the dashboard in your internal Salesforce
org. If you’re using a dashboard that was created in Lightning Experience, the edit link doesn’t work.
19
The One-Stop Shop: Community Management Community Moderation Strategies and Tools
Use Engagement to view, monitor, and act on your community’s Use Dashboards to view your community’s metrics, such as trends
activity. Engagement Insights give you a detailed look at a specific on activity. Dashboards give you mid-term to long-term views on
area of your community. adoption and engagement in your community. They help you
monitor return on investment (ROI) and key performance indicators
(KPI).
For example, you can visit the Engagement > Adoption page to For example, you can visit the Dashboards > Activity page to
view a report about new members in your community that have track total posts and comments including overall contribution
received the most likes on their posts and comments. This trends in your community.
Engagement Insights report helps you identify and engage with
your active new members that are receiving positive feedback
from other community members.
20
The One-Stop Shop: Community Management Community Moderation Strategies and Tools
To limit the size and types of files allowed in your community, go to Administration > Preferences.
To report on moderation activity in your communities, you can use the preconfigured Audit Trail Insights report provided in Salesforce
Communities Management package. You can also query the flagged content or activity using the API, or create a custom report type
using Networks as the primary object. For more information about the Salesforce Communities Management package, see Report
on Communities with the AppExchange Packages for Community Management.
Note: Changes to a feed item’s status are not included in the Audit Trail Insights report.
If you want to create custom advanced moderation logic for your community, you can create triggers that flag content. Custom triggers
run behind the scenes and don’t require you to allow your members to flag content.
If your org is using Transaction Security, community moderation offers some of the same functionality. Transaction Security and
communities moderation can be used at the same time.
21
The One-Stop Shop: Community Management Track Community Activity with the Moderation Overview Page
22
The One-Stop Shop: Community Management Enable Members to Flag Items in Your Community
Tip: Let us do the setup work for you! Get out-of-the-box Engagement Insights in the Salesforce Communities Management
package available for download from the AppExchange. To use the preconfigured Engagement Insights, your community must
use Chatter.
Insight reports provided in the package are 100% customizable. You can change the default Insights page names, report folder
mappings, and even the Insights report columns and filters at any time. So don’t be afraid to customize or change what you get
in the package. You won’t hurt our feelings.
• Group owners and managers can moderate groups they own or manage.
If you want to create custom advanced moderation logic for your community, you can create triggers that flag content. Custom triggers
run behind the scenes and don’t require you to allow your members to flag content.
23
The One-Stop Shop: Community Management Community Moderation Criteria
24
The One-Stop Shop: Community Management Community Moderation Criteria
3. Enter a name, unique name, and description for your criteria. AND
Is a member of the
4. Click Save.
community
5. Update the keywords in your criteria.
To add keywords, click Add.
• Keywords can only be up to 100 characters and can include letters, numbers, spaces, and special characters.
• Wildcard characters aren’t supported.
• Separate keywords with commas or line breaks.
• When adding keywords, you can copy and paste up to 32,000 characters at a time.
Tip: To cover different variations of the same word, you can use special characters and spaces. For example:
bad-word
b@dword
b a d w o r d
To delete keywords, select the keywords you want to remove, then click Delete.
A message indicates how many keywords were added or failed to add, and the number of duplicates that were ignored. If your
entire entry failed to save, review the keyword requirements and then submit again. Don’t worry about adding duplicates because
they’re ignored.
To delete criteria, click Del from the Content Criteria page. If criteria is being used by a rule, you can’t delete it.
25
The One-Stop Shop: Community Management Community Moderation Criteria
• Your org can have up to 100 member criteria. This limit is per org, not per community. Available in: Enterprise,
• Each member criteria can include up to 100 user conditions. Performance, Unlimited,
and Developer Editions
You can create criteria that includes only user types and user profiles, or just filters. Or if you want
it all, your criteria can include user types, user profiles, and filters. Let’s get started.
USER PERMISSIONS
1. Open Community Workspaces or Community Management.
2. Click ModerationMember Criteria, then click New. To view, create, edit, and
delete criteria:
3. Enter a name, unique name, and description for your criteria. • Manage Communities
4. Select the types of user types or user profiles to include in your criteria. OR Create and Set Up
Communities
You can select any combination of types and profiles. Members are included when they belong
to any one of your selections. AND
Is a member of the
If you delete a profile in your internal org, the profile is also removed from your member criteria.
community
5. Select to filter your members by:
• None—Select this option if you don’t want to filter the criteria using the other options.
None is the default selection.
• User creation date—Select this option to include only users that were created within a specific time frame. Enter the
number of days since the user was created.
Note: A user’s creation date might not be the same date they became a member of the community. For example, you
can have an internal user that was created 120 days ago who became a member of the community 5 days ago. For users
that self-register, their creation date is the date they become a member of the community.
• Members without community contributions—Select this option to include only members that haven’t posted
or commented in the community. Posts that are pending review don’t count as community contributions until they are approved.
If you selected user types or user profiles, and you also select filter conditions, members are included only if they belong to one of
the selected user types or profiles and the filter condition.
26
The One-Stop Shop: Community Management Community Moderation Rules
To delete criteria, click Del from the Member Criteria page. If criteria is being used by a rule, you can’t delete it.
27
The One-Stop Shop: Community Management Community Moderation Rules
3. If the rule meets your requirements, simply click Activate. Or you can customize the following Is a member of the
community
fields:
• Name—Change the name of your rule.
• Unique Name—Enter a unique name for your rule. The unique name used by the API.
• Description—Optionally, change the description.
• Activate Rule—Select to activate rule.
• Applies To—Specify which types of member-generated content this rule applies to. Posts and comments only apply to content
created in groups and user profiles. All feed types, such as polls and links, are supported.
• Moderation Action—Change what you want to happen when the criteria is matched.
– Block prevents the content from being published.
– Review allows users with the “Can Approve Feed Post and Comment” permission to approve the content before it’s published.
– Replace publishes the content with the keywords replaced as asterisks. For example, BadWord becomes *******.
– Flag publishes the content and then automatically flags the content as inappropriate.
• Message for Member—Change the existing pop-up message that your member sees when their content is blocked. If you
don’t specify a message, the member sees the standard message: “You can’t use %BLOCKED_KEYWORD% or other inappropriate
words in this community. Review your content and try again.” The %BLOCKED_KEYWORD% variable displays up to 5 blocked
words. You can also use this variable in your own custom message.
Tip: For international communities, you can translate this message. From Setup, enter Translate in the Quick Find
box, then select Translate. To provide a translation for the message, select the Moderation Rule setup component and
expand the community the rule belongs to.
• Member Criteria—Specify member criteria to enforce this rule. Ask yourself, who should this rule apply to?
• Content Criteria—Specify the content criteria to enforce this rule. Ask yourself, what specific keywords should this rule apply
to? A list of banned keywords has been created for you and is preselected for the rule. You can add or remove terms from the
list by clicking Content Criteriaand clicking Banned Keywords.
28
The One-Stop Shop: Community Management Community Moderation Rules
4. Click Save.
A few things to bear in mind:
• If you activate a content rule without specifying member criteria, the rule applies to all members.
• If you activate a content rule without specifying content criteria, the rule either:
– Prevents members from creating posts and comments entirely
– Sends all posts for review
– Flags all posts and comments
• If you select member criteria and content criteria, the rule applies only when both criteria are met.
• Specifying criteria is optional. However, we recommend that you include criteria in your rules to target specific members and content.
29
The One-Stop Shop: Community Management Community Moderation Rules
– Review allows users with the “Can Approve Feed Post and Comment” permission to approve the content before it’s
published.
– Replace publishes the content with the keywords replaced as asterisks. For example, BadWord becomes *******.
– Flag publishes the content and then automatically flags the content as inappropriate.
• Message for Member—Specify the message that your member sees when their content is blocked. If you don’t specify
a message, the member sees the standard message: “You can’t use %BLOCKED_KEYWORD% or other inappropriate words in
this community. Review your content and try again.” The %BLOCKED_KEYWORD% variable displays up to 5 blocked words.
You can also use this variable in your own custom message.
Tip: For international communities, you can translate this message. From Setup, enter Translate in the Quick Find
box, then select Translate. To provide a translation for the message, select the Moderation Rule setup component and
expand the community the rule belongs to.
• Member Criteria—Specify member criteria to enforce this rule. Ask yourself, who should this rule apply to?
• Content Criteria—Specify the content criteria to enforce this rule. Ask yourself, what specific keywords should this rule
apply to?
4. Click Save.
30
The One-Stop Shop: Community Management Community Moderation Rules
• Your org can have up to 30 rules. This limit is per org, not per community. This limit includes
both content rules and rate rules. USER PERMISSIONS
• Each rate rule can have up to 10 member criteria.
To view, create, edit, and
Tip: Before creating a rule, we recommend that you create member criteria to use in the delete rules:
rule. • Manage Communities
OR Create and Set Up
1. Open Community Workspaces or Community Management. Communities
2. Click ModerationModerationRules, then click New and select Rate Rule. AND
3. Complete the following fields: Is a member of the
community
• Name—Enter a name for your rule.
• Unique Name—Enter a unique name for your rule. The unique name used by the API.
• Description—Optionally, enter a description.
• Activate Rule—If selected, the rule is activated.
• Applies To—Specify which types of member-generated content this rule applies to. Posts and comments only apply to
content created in groups and user profiles.
• Member Criteria—Specify the member criteria to enforce this rule. Ask yourself, who do I want this rule to apply to?
Spammers are typically new members. We recommend creating member criteria that only includes customer users that were
created in the last 7 days.
Note:
– Rate rules don’t apply to internal users. You can use member criteria that includes internal users, but the rules don’t
apply to them.
– If you activate a rate rule without specifying member criteria, the rule applies to all external users.
• Content Creation Time Frame—Select the time frame you want to use.
• Notify Moderators—Enter a number. Moderators are sent an email when a member creates this much content in your
set time frame.
• Freeze Members—Enter a number. Members are frozen when they create this much content in your set time frame.
Important: When members are frozen, they’re frozen in all communities that they’re a member of.
Emails are sent to users with the “Moderate Community Users” permission. Make sure that you assign your moderators this permission.
Emails are sent even if a user has turned off Chatter emails.
31
The One-Stop Shop: Community Management Community Moderation Rules
In the span of 3 minutes, a member creates... Is the moderator notified? Is the member frozen?
4 posts and 2 private messages
6 posts
6 comments
10 posts
10 comments
A rate rule with these values protects the community from spammers and bots but also allows you to help your new members.
Maybe a non-threatening member posted a question over and over hoping to get it answered faster. Rate rules do more than
protect—they let you help members in need.
Here’s a rule set up just for private messages.
Applies To: Private messages
Member Criteria: Customer users created in the past 3 days
Content Creation Time Frame: 15 minutes
Notify Moderators: 1
Freeze Members: 3
This rate rule protects the community from spammers that attack via private messages.
32
The One-Stop Shop: Community Management Community Moderation Rules
If two or more rules perform the same action, the oldest rule runs first, based on the date the rule was created. Rules to replace content
don’t run when the content also applies to a review rule—we want community managers to review the original content. On the server,
Salesforce executes community rules within the standard order of execution.
Rules that block content execute during system validation. Rules that block content ignore changes made by before triggers. For
example, if a before trigger changes a feed post, a moderation rule that blocks content isn't aware of the changed content and
executes on the original content.
Rules to review and approve content execute before database saves. These rules execute before rules that replace content.
Rules that replace content execute before database saves.
Rules that flag content execute after workflow rules.
Example: Enable Record Feed Moderation from Communities To view, create, edit, and
delete rules:
• Create and Set Up
Communities
AND
Is a member of the
community
Settings
33
The One-Stop Shop: Community Management Review and Approve Posts and Comments in Your
Community
34
The One-Stop Shop: Community Management Moderate Flagged Posts and Comments in Your Community
To get this report, install the Salesforce Communities Management package from the AppExchange. For more information, see
Report on Communities with the AppExchange Packages for Community Management.
After the item is approved, the author receives an email letting them know the item is approved and providing a link to it. Email
notifications, such as @mentions notifications, are sent only after the item is approved.
If you’re using a Salesforce Tabs + Visualforce community, you can see a list of flagged posts AND
and comments using the Chatter menu in your community. The Allow members to Manage Communities
flag content preference must be enabled to see the Flagged feed. OR Create and Set Up
Communities
AND
Is a member of the
community
35
The One-Stop Shop: Community Management Moderate Flagged Posts and Comments in Your Community
• Moderate using a custom list. You can expose a list of flagged posts and comments using the Chatter REST API or ConnectApi in
Apex.
• Click the link to the post or comment from the notification email.
• Moderate directly within context of the community by removing flags or deleting content in the feed.
Tip: To receive an email each time an item in your community is flagged, select the Flags an item as inappropriate checkbox
on your Email Settings page.
36
The One-Stop Shop: Community Management Moderate Flagged Discussions in Your Community
USER PERMISSIONS
Want to know more about the author of a flagged post? We’ve got you covered. You can see which authors have a history of flagged
posts and how many times a moderator has deleted their posts. If necessary, freeze the author and send them a message from the same
page.
37
The One-Stop Shop: Community Management Moderate Flagged Discussions in Your Community
38
The One-Stop Shop: Community Management Moderate Flagged Files in Your Community
Tip: To receive an email each time an item in your community is flagged, select the Flags an item as inappropriate checkbox
on your Email Settings page.
To limit the size and types of files allowed in your community, go to Administration > Preferences.
39
The One-Stop Shop: Community Management Moderate Flagged Direct Messages in Your Community
1. If you haven’t already, install the Salesforce Communities Management (for Communities with
Chatter) package from the AppExchange. USER PERMISSIONS
2. Open Community Workspaces or Community Management. To view and moderate
3. In Community Management, go to Moderation > Flagged and select Direct Messages from flagged direct messages in
Community Management or
the dropdown menu to filter the flagged items.
Community Workspaces:
4. Review and act on the flagged messages. • Moderate Communities
Chatter Messages
Tip: If you want to receive an email each time a message in your community is flagged, select
AND
the Flags an item as inappropriate option on the Email Settings page. To receive emails,
you must have the “Moderate Communities Chatter Messages” and “Manage Chatter Messages Moderate Chatter
and Direct Messages” permissions. To set your email preferences, go to your profile page Messages and Direct
Messages
within a community, click the dropdown button in the upper-right corner, and select
AND
My Settings, then click Email Settings.
Moderate Communities
Feeds
AND
Access Community
Management OR
Manage Communities
OR Create and Set Up
Communities
AND
Is a member of the
community
40
The One-Stop Shop: Community Management Moderate Flagged Private Messages in Your Community
Ensure that your moderators are assigned the “Moderate Communities Chatter Messages” permission, Available in: Enterprise,
not the “Manage Chatter Messages” permission. The “Manage Chatter Messages” permission allows Performance, Unlimited,
users to see all the messages in your entire Salesforce org. Avoid security and privacy concerns; and Developer Editions
double-check that your moderators and managers have the right permission.
Tip: If you want to receive an email each time a message in your community is flagged, select the Flags an item as inappropriate
option on the Email Settings page. To receive emails, you must have the “Moderate Communities Chatter Messages” and “Moderate
Communities Feeds” permissions. To set your email preferences, go to your profile page within a community, click the dropdown
button ( ) in the upper-right corner and select My Settings, then click Email Settings.
41
The One-Stop Shop: Community Management Set Up Apex Triggers for Flagging Items
Tip: Did you know you can do this in the UI? Most communities don’t need custom Available in: Salesforce
moderation triggers. You can create moderation rules and criteria directly in Community Classic (not available in all
orgs) and Lightning
Workspaces or Community Management. For more information, see Community Moderation
Experience
Rules.
Using triggers to automatically flag items allows you to moderate your community behind the Available in: Enterprise,
scenes. These flags are only visible to moderators. You can view flags in Community Workspaces Performance, Unlimited,
or Community Management, query for them in the API, or use custom report types to create reports and Developer Editions
on flagged items, people whose items are flagged most, and more.
Consider the following when creating triggers: USER PERMISSIONS
• Create Apex after insert triggers on either FeedItem, FeedComment, ChatterMessage, or To create triggers:
ContentDocument. • Modify All Data
• Define criteria that when met creates a NetworkModeration (flag) record, with the FeedComment,
FeedItem, ChatterMessage, or ContentDocument as the parent.
Example: This trigger automatically flags posts in your community that contain BadWord.
trigger autoflagBadWordOnPost on FeedItem (after insert) {
if (rec.body.indexOf('BadWord') >= 0) {
NetworkModeration nm = new NetworkModeration(EntityId = rec.id, Visibility
= 'ModeratorsOnly');
flags.add(nm);
}
}
if (!flags.isEmpty()) {
insert(flags);
}
}
if (rec.commentBody.indexOf('BadWord') >= 0) {
42
The One-Stop Shop: Community Management Community Pulse
if (!flags.isEmpty()){
insert(flags);
}
}
Community Pulse
Community Pulse displays metrics at the top of Workspaces. Click a metric to open the corresponding
EDITIONS
report or dashboard for more information or to take action. Customize the displayed metrics or
create new ones to meet your needs. Available in: Enterprise,
To get started, map reports and dashboards to your Workspaces. You can either map manually or Professional, Unlimited,
install the Winter ’18 or later version of the AppExchange package. After installation, Community and Developer editions.
Pulse displays automatically. If you have a Community with Chatter, four tiles display once you
install the package: Members, New Members, Unanswered Questions, and Flagged Discussions.
To customize a metric tile, click Edit Metrics. From here, create a metric or edit an existing one. You can have up to six metrics at a time.
By design, clicking a metric opens the corresponding report. However, selecting Open in dashboard lets you open a dashboard instead.
43
The One-Stop Shop: Community Management Organize Communities with Topics
• Moderation rules apply only to feed posts, comments, and polls. Moderation rules do not apply to topics that are created.
Audit Limitations
Changes to a feed item’s status are not included in the Audit Trail Insights report.
When members choose Every Post, they get notifications when a post or question is added to the topic. They don’t get notifications
when the hashtag topic is added to a comment, answer, or record feed.
Navigational Topics
On every page of a self-service community, navigational topics are available from the Topics menu at upper left. Community members
can also see all the community’s navigational topics and subtopics in one place in the topic catalog.
When visitors choose a navigational topic, the banner image you selected for it appears at the top of the page.
44
The One-Stop Shop: Community Management Organize Communities with Topics
Note: Properties on the Ask and Contact Support & Ask components let you block selection of a new topic when a user asks a
question. For more information, see Ask Button and Contact Support & Ask Buttons.
Featured Topics
Featured topics are accessible from the body of your community home page. Thumbnail images you select for featured topics uniquely
identify them. (These unique thumbnails appear only on the home page; at the top of all featured topic pages, the default banner image
specified in Community Builder appears.)
45
The One-Stop Shop: Community Management Organize Communities with Topics
Member-Created Topics
When posting questions, community members create topics by using hashtags in body text, or typing in the topic suggestions box. (In
Setup, the “Assign Topics” and “Create Topics” permissions must be enabled for community users.)
If any suggested topics are poor matches for the post, members can simply click to delete them.
Tip: Member-created topics can be accessed via search or highlighted as featured topics.
Topic Metrics
Community members can check how often a topic has been used in the past 60 days and how many followers it has. Find metrics on
a topic’s detail page. With this information at their fingertips, community members know how current and popular a topic is. Admins
can also use these metrics to highlight certain topics in their communities or consolidate similar topics based on usage.
46
The One-Stop Shop: Community Management Manage Topics in Communities
As the number of topics in a community grows, curate them to improve usability. You can create, merge, rename, enable for content,
and delete topics in one convenient location.
1. Open Community Workspaces or Community Management.
47
The One-Stop Shop: Community Management Manage Topics in Communities
Tip: If you want to create content topics or enable topics for content, use Community Workspaces.
2. If you’re using Community Workspaces, access topics by clicking Content Management > Topics. If you’re using Community
Management, access topics by clicking Topics > Topic Management.
3. Do one of the following.
• To create a topic (often with a plan to merge existing ones into it), click New. Add a name and a topic description to boost SEO.
If you want to be able to associate the topic with native content, select Enable for content.
• To combine topics, click Merge.
Merging a topic automatically redirects existing hashtags in posts. If you merge a navigational or featured topic, the topic type,
image, and any subtopic relationships are discarded. If you merge a topic with a content topic, the content associations are
preserved.
• To enable up to 10 topics for content at the same time, select the topics and click Enable for Content.
After enabling topics for content, you can associate the topics with your native content.
•
To edit a topic in Community Workspaces, click and select Edit. In Community Management, click .
If you deselect Enable for content when editing a topic that is associated with content, saving your changes removes the
associations.
• To see a topic detail page in your community, click the topic name.
•
To delete a topic in Community Workspaces, click and select Delete. In Community Management, click .
If you don’t see a topic you’re looking for, you can search for it.
Tip: For communities with a global audience, you can translate names and descriptions of topics.
48
The One-Stop Shop: Community Management Automatically Assign Topics to Articles
USER PERMISSIONS
To access Community
Workspaces:
• Manage Communities
OR
Create and Set Up
Communities
AND
Is a member of the
community
49
The One-Stop Shop: Community Management Automatically Assign Topics to Articles
5. Add the topics that you want to assign to the articles under that data category.
6. Select the option to add the topics to existing articles in the data category. The topics are then assigned to all articles in all data
categories under the data category group. If you don’t select this option, the topics are added only to new articles added to the data
category, and the existing articles remain unchanged.
7. Click Save.
Consider the following as you set up your topic assignment rules.
• Topic assignments are community-specific. If you use the same article in two different communities, set up automatic assignments
in both communities.
• If a translation of a topic is available in Salesforce, the translated article is tagged with the corresponding translated topic. If there’s
no translated topic in the system, localized articles are tagged with the base language topic.
• You can’t automatically remove topics from articles. Instead, you must manually remove topics.
• If you merge two topics, you must set up new rules.
• If you automatically add a topic to a data category, the topic is added to all articles in the data categories above it in the hierarchy.
Topics aren't automatically added down a hierarchy to child data categories.
50
The One-Stop Shop: Community Management Set Up Featured Topics
51
The One-Stop Shop: Community Management Set Up Navigational Topics
Note: Enabling topics disables public tags on articles. Personal tags aren’t affected. Available in: Essentials,
Enterprise, Performance,
Unlimited, and Developer
2. Open Community Workspaces or Community Management.
Editions
3. If you’re using Community Workspaces, access navigational topics by clicking Content
Management > Topics > Navigational Topics. If you’re using Community Management,
access navigational topics by clicking Topics > Navigational Topics USER PERMISSIONS
4. In the text box at right, enter a topic name, and click Add. Want to add subtopics? After you To access Community
add a topic, choose your topic from the dropdown menu (under Show subtopics of). To add a Workspaces or Community
subtopic, add another topic and click Add. You can add up to two levels of subtopics for each Management page:
parent topic. • Manage Communities
5. If your organization uses data categories, hover over the navigational topic name, and click . OR
Select a Data Category Group, then select the categories you want to add to the topic, and click Create and Set Up
Add Articles & Close Window. Communities
AND
Important: This process adds only current articles to a topic. To add new articles, return
Is a member of the
to Community Management or Community Workspaces and repeat the previous step.
community
6. Hover over a topic name, and click . Then click Upload banner image and select an image To set up navigational
that appears across the top of the topic page. topics:
(Banner images are scaled to 1400 x 180 pixels. To prevent distortion, create image files with • Create Topics
those dimensions.) AND
Edit Topics
7. Repeat steps 4–6 to create several navigational topics for your community. Then click Save.
To add articles to topics:
8. Use subtopics to further categorize your content. Associate articles for each set of subtopics for • View Data Categories
a more granular organization.
AND
This table shows the maximum number of navigational topics and subtopics you can create in
the UI of a Customer Service community template. Read on related article
types
Level Maximum Number of Entries
One (parent) 25
Two (subtopic) 10
Three (subtopic) 10
With Chatter REST API or Chatter in Apex, you can create an additional five levels, each with 10 subtopics, for a total of 2,775
navigational topics.
52
The One-Stop Shop: Community Management Set Up Content Topics (Beta)
Place
You’ve gone through the exhaustive task of adding topics and various levels of subtopics to your community’s content. Now you want
your community members to see all the organized topics in one place, so they can navigate to any subject their hearts desire. Fear not!
They can see everything in your community’s topic catalog.
The topic catalog shows the hierarchy of navigational topics you’ve created for the community. It’s only visible after you set up navigational
topics, and it’s accessed from the navigation menu.
How is the topic catalog useful to your community members?
• New and returning users look at all the organized topics in one place, getting a lay of the land before diving deeper into a specific
topic.
• Any community user can use the topic catalog as a jumping point to go from topic to topic.
53
The One-Stop Shop: Community Management See Your Community’s Topics and Subtopics in One Place
To set up the topic catalog, select Add the “More Topics...” link when editing the navigation menu on the home page. The link appears
when you have at least one subtopic.
You can also see an article or discussion’s placement in the topic hierarchy using breadcrumbs. To show breadcrumbs on your community’s
pages, drag the Breadcrumb component to the page in Community Builder.
Example:
54
The One-Stop Shop: Community Management Add Topics to Articles or Remove Them
55
The One-Stop Shop: Community Management Translate Topics Names and Descriptions for Communities
with International Audiences
Note: To automatically add the translated version of a topic to translated articles, the translated topics and articles must
already be uploaded in the system. Otherwise, the translated article is tagged with the English topic.
56
The One-Stop Shop: Community Management Customize Recommendations in Communities
Using a custom channel, you could surface a recommendation to review specific knowledge
articles on a product description page to guide customers to more information.
If you want to change the channel of a recommendation, delete the recommendation and recreate it in a different channel.
4. Click New.
5. Complete the following fields:
• Name—Enter a name for the recommendation. This name doesn’t appear in the community.
• Image—Click Upload Image to include an image with your recommendation.
• Title—Optionally, enter header text that appears above the image.
• Description—Enter detailed text that suggests what users can do.
• Button text—Enter a label for the button in the recommendation.
• https://—Enter the URL that the button opens.
The URL can contain context variables to pass information about the user who clicked the recommendation and the context in
which it was clicked. For example, include a {!userId} context variable in your URL,
https://www.example.com/doSurvey?userId={!userId}. When a user clicks the button in the
recommendation, Salesforce sends the ID of that user to your server in the HTTP request.
Recommendations support these context variables.
57
The One-Stop Shop: Community Management Customize Recommendations in Communities
• Audience—Select an audience for the recommendation. If you don’t select an audience, all members of the community see
the recommendation.
Tip: To create an audience that appears in this drop-down list, in Community Workspaces, select Content Management >
Recommendations > Audiences. In Community Management, select Recommendations > Audiences. Click New.
6. Click Save.
Tip: To remove a recommendation, click the recommendation name. At the bottom of the recommendation details, click Delete.
58
The One-Stop Shop: Community Management Create Targeted Audiences for Your Community
Recommendations
5. Click Save.
Audiences you create appear in the Audience drop-down list when you create a recommendation.
Tip: To remove an audience, click the audience name. At the bottom of the audience details, click Delete. If you remove an
audience that is associated with a recommendation, the recommendation is disabled and the audience is set to the default (All
community members).
Gamification
Use gamification tools, like Recognition Badges and Reputation, to keep your members engaged
EDITIONS
in your community.
Available in: Salesforce
Classic (not available in all
Recognition Badges orgs) and Lightning
Acknowledge your members’ accomplishments or celebrate with them using Recognition Badges. Experience
We provided some default badges but you can create your own. You can also choose who else can
create badges and who can give badges in your community.
59
The One-Stop Shop: Community Management Recognition Badges
• Badges aren’t translated. The badge name and description are the same regardless of which language the member is using.
• “Review” moderation rules are not enforced for badges comments. To help prevent blacklisted keywords from appearing in your
community, add your list of words to “block” or “replace” rules.
Note: You don’t need an additional work.com license to set up the Thanks feature. Available in: Enterprise,
Professional, Unlimited,
1. In Classic, from Setup, enter Work.com in the Quick Find box. and Developer editions.
2. Select Work.com Settings.
3. Under Thanks Setting, select Enable and save. The Restrict Custom Badge Creators option is USER PERMISSIONS
now available.
To set up the Thanks feature:
4. Under Restrict Custom Badge Creators, select Enable, and save. • Customize Application
60
The One-Stop Shop: Community Management Recognition Badges
61
The One-Stop Shop: Community Management Recognition Badges
USER PERMISSIONS
To manage page
components:
• Create And Set Up
Communities
2. Alternatively, drag the Recognition Badges component onto the profile page.
USER PERMISSIONS
4. Each community’s guest users have a discrete user profile. To find out which user profile layout to update, go to Community Builder,
of the community you’re working on, open Settings, and then click the link to the guest user profile. Repeat steps 1–3 for that user
profile layout.
62
The One-Stop Shop: Community Management Recognition Badges
Missions
Game mechanics, such as using badges, are a great way to get your users involved in your
EDITIONS
community. However, assigning badges manually can be time consuming. Instead, use the Missions
feature to assign badges automatically. Community managers have their say in what action earns Available in: Enterprise,
a badge and when it can be awarded, and then Missions takes care of the rest. And members can Professional, Unlimited,
see which badges they haven’t yet earned, inspiring action. and Developer editions.
Community managers create missions and choose the badge, the action, and the threshold. For
example, a mission could assign the Nice Work badge when a member answers 10 questions.
Actions you can choose from include writing a post or comment, receiving a like, and more.
Create a Mission
Create a mission, choosing an action, threshold, and badge, to automatically give badges to your
EDITIONS
members.
To create recognition
badges:
• Create Custom Badge
Definitions
To manage your recognition
badges:
• Create And Set Up
Communities
AND
Moderate Chatter
OR
Manage Communities
AND
Moderate Chatter
4. Select the action that the member performs.
5. Enter the threshold, which sets how often a member must repeat the action to earn the badge. To manage badges created
by someone else:
6. Choose your preferred badge and save your changes. • Modify All Data
Tip: To make a badge available for missions, in the Recognition Badges section, create AND
or edit a badge and select Mission Badge. Moderate Chatter
As a best practice, use the badge’s name and description to explain how the user can
earn it.
63
The One-Stop Shop: Community Management Recognition Badges
64
The One-Stop Shop: Community Management Recognition Badges
65
The One-Stop Shop: Community Management Recognition Badges
Public. If you aren’t ready for it to be live, deselect Active. If you want the badge to be available for a mission, select Mission
Badge.
4. To edit the fields, go to the badge related list, click the dropdown and the end of the badge’s row, and click Edit.
5. To delete a badge, go to the badge related list, click the dropdown and the end of the badge’s row, and click Delete.
66
The One-Stop Shop: Community Management Recognition Badges
67
The One-Stop Shop: Community Management Recognition Badges
USER PERMISSIONS
3. Locate the badge in the list and click the dropdown at the end of the row.
4. Click Delete.
68
The One-Stop Shop: Community Management Recognition Badges
69
The One-Stop Shop: Community Management Recognition Badges
user.hasBadge_c = true;
update user;
}
}
}
70
The One-Stop Shop: Community Management Reputation Overview
• LikeReceivedCount
• PostCount
These counters can be used to programmatically assign badges based on various thresholds. For example, members could get a badge
whenever they create 100 posts or whenever they received 100 likes.
trigger ChatterActivityTrigger on ChatterActivity (after update) {
for (ChatterActivity ca : Trigger.New) {
if (ca.PostCount >= 10) {
// TODO: assign badge to user if he hasn't received one already
}
}
}
Reputation Overview
Your reputation in the community directly corresponds to how active you are. The more you post,
EDITIONS
comment, and share, the higher your reputation level will be.
Your reputation level appears on your profile page and when any user hovers over your name. It’s Available in: Salesforce
visible to other community members so that they know how influential you are. When you start Classic (not available in all
out in the community, you are at the lowest level. As you become more active in the community, orgs) and Lightning
you gain points and your reputation level increases. Increases in reputation levels are posted to Experience
your feed. In other words, as people see you participating and sharing your knowledge, your Available in: Enterprise,
credibility and influence grows. Performance, Unlimited,
These are the default actions that increase your reputation level. You increase your reputation by: and Developer Editions
• Posting
• Commenting
• Liking a post or comment
• Sharing a post
• People sharing your posts
• People commenting on your posts
• People liking your posts or comments
• Mentioning someone
• Being mentioned
• Asking a question
• Answering a question
• Receiving an answer
• Marking an answer as best
• People marking your answer as best
• Endorsing someone for knowledge on a topic
• Being endorsed for knowledge on a topic
Your administrator defines the activities that help you gain points. They also set the number of points for each action.
71
The One-Stop Shop: Community Management Reputation Overview
Community Engagement
Write a post 1
Write a comment 1
Receive a comment 5
Like something 1
Receive a like 5
Share a post 1
Mention someone 1
If your post contains more than one @mention,
you get a point for each @mention.
72
The One-Stop Shop: Community Management Reputation Overview
Action Points
Receive a mention 5
Ask a question 1
Answer a question 5
Receive an answer 5
Knowledge
If your selected community template doesn’t have Chatter enabled, the Reputation section doesn’t appear in Community Management.
To show the Reputation section, go to Administration > Preferences and select Show all settings in Community Management.
• Add more levels by clicking Add a level, located underneath the list of levels.
73
The One-Stop Shop: Community Management Reputation Overview
Receive a like 5
Share a post 1
Mention someone 1
If your post contains more than one @mention,
you get a point for each @mention.
Receive a mention 5
Ask a question 1
Answer a question 5
Receive an answer 5
74
The One-Stop Shop: Community Management Reputation Overview
Action Points
Your answer is marked as best 20
Knowledge
Questions and answers in the community feed are not to be confused with the Chatter Answers functionality.
Note: In organizations with reputation enabled before the Winter ’15 release, actions associated with questions and answers are
available at the time of the release. Their default point values are set to 0. Existing user reputation points are not affected by the
release, and users don’t accrue points from these actions until you configure point values for them.
1. Open Community Workspaces or Community Management.
2. If you’re using Community Workspaces, access Reputation by clicking Administration > Reputation Points. If you’re using
Community Management, access Reputation by clicking Reputation > Reputation Points.
3. Update the points for each action. If you don’t want users to accrue points for a certain action, set the Points to 0.
4. Click Save.
Point totals show up on profile pages beneath the photo. Point totals are visible to anyone in the community.
Tip: You can directly update reputation points for a community member via the Salesforce API. You can also use Apex triggers
to send custom notifications based on changes to reputation points.
Note: Only active users accrue points. For example, if an active user likes the post of an Available in: Enterprise,
inactive user, the active user gets 1 point, but the inactive user does not get points. Performance, Unlimited,
and Developer Editions
Default point values are as follows. Keep in mind that your community manager may have
customized these values. For more information, contact your community manager.
Action Points
Community Engagement
Write a post 1
Write a comment 1
Receive a comment 5
Like something 1
75
The One-Stop Shop: Community Management Community Administration
Action Points
Receive a like 5
Share a post 1
Mention someone 1
If your post contains more than one @mention, you get a point
for each @mention.
Receive a mention 5
Ask a question 1
Answer a question 5
Receive an answer 5
Knowledge
Community Administration
Customize your community’s properties, such as name, description, URL, status, and template, in the Administration section of Community
Management or Community Workspaces. You can also update your community settings, such as members, tabs, branding, login and
registration, and emails.
76
The One-Stop Shop: Community Management Limit Files in Your Community
Your community file limits apply to files uploaded by community members anywhere in the Available in: Enterprise,
community—in posts and comments, directly in the Files tab, and also from the Salesforce app. Performance, Unlimited,
You can also set community file limits using the SOAP API or Metadata API. and Developer Editions
Files uploaded before setting your file limits are unaffected. However, newer versions of those files
must meet the limits you specify. USER PERMISSIONS
Keep the following things in mind:
To limit the files in your
• A file must meet the file limits set in the community in which it’s uploaded. For example, if a community:
customer uploads a file on a case and then an agent uploads a newer version in your Salesforce • Manage Communities
internal org, the limits from the customer community still apply. OR Create and Set Up
Communities
• Files uploaded in your internal Salesforce org that are shared in a community aren’t subject to
community file limits. AND
Is a member of the
1. Open Community Workspaces or Community Management.
community
2. Select Administration > Preferences, then enter your limits in the Files section on the page.
• Maximum file size in MB—Enter a number between 3 MB and your org’s
maximum file size. To use the default limit of 2 GB, leave this field empty or enter 0.
• Allow only these file types—Enter file extensions separated with a comma (for example: jpg,docx,txt).
You can enter lowercase and uppercase letters. You can enter up to 1,000 characters. To allow all file types, leave this field empty.
3. Click Save.
After you set your community’s file limits, members receive an error message if their file is larger than the size you set or if their file
extension isn’t allowed.
When a member tries to upload multiple files at once and a file is found that doesn’t meet your limits, none of the files are uploaded.
Note: By default, guest user files are blocked from being uploaded. Once developer customizations (Lightning pages, for instance)
have been created, admins can change the settings to let guest users upload files. To enable, go to Setup > General Settings, and
select Allow site guest users to upload files.
Note: Files uploaded by guest users are unassigned. Unassigned files are public by default. We recommend setting up a trigger
to assign an owner to files uploaded by guest users. You may also wish to restrict file upload size or type using community file
moderation.
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RESOURCES FOR COMMUNITY MANAGERS
When you’re managing a community, every extra bit of information helps. Use these resources to assist you with your daily community
management duties.
success.salesforce.com
Have a question about Communities? Have a great idea about community management that Salesforce should implement? Know
a lot about communities and want to help others? Visit the Salesforce Trailblazer Community and start collaborating with other
Salesforce Communities users just like you! From the Salesforce Trailblazer Community you can ask questions and get answers, post
ideas, view help and training offerings, collaborate with other Salesforce users and more.
Playbook: Engaging Your Customer or Partner Community
A playbook that contains strategies and tips on how to grow engagement in your community.
Playbook: Build a Thriving Community
A playbook that contains details about how to create a successful community, including the story of how the Trailblazer Community
was built.
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INDEX
Community Pulse 43
C
Communities R
moderation execution 32
Recognition Badges 60–62, 64–65, 67–69
reputation points 74
Community ManagementCommunity Workspaces W
how to access 5
Workspaces 43
required permissions 5
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