Enable Service Cloud features, such as Salesforce Knowledge and Site Case Feed, for your self-service sites in Experience Cloud. Some objects and features, like Field Service, require add-on licenses. Some features, like Case Feed, require Chatter to be turned in your org.
Note Beginning in Summer ’26, Chatter is turned off by default in
all new orgs. For any features in these orgs that require access to Chatter functionality or
the Chatter APIs, turn on Chatter by going to and selecting Enable. For details, see Chatter Is Turned Off by Default in New
Orgs Beginning in Summer ’26.
For more information on how to use sites for different customer use cases, check out:
- Manage Customer Relationships with Experience Cloud
- Give Customers Access to Your Knowledge Base Through Help Center
- Enable Salesforce Knowledge in Your Experience Cloud Site
Enable Salesforce Knowledge to quickly get articles to your customers and agents in an Experience Cloud site. Knowledge articles provide accurate information to customers when and where they need it. - Site Case Feed
With the site case feed, agents and Experience Cloud site members see the lifecycle of a case from start to finish. All case interactions appear in a unified, chronological Chatter case feed. Site members benefit from the added functionalities of Chatter, while service features help agents provide efficient, personalized support. To use Site Case Feed, Chatter must be turned on in your org. - Question-to-Case
Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’ issues. Question-to-Case is available in your Salesforce org and Salesforce mobile web, as well as in Aura and Salesforce Tabs + Visualforce sites where Chatter Questions is enabled. - Restrict Experience Cloud Site User Access to Cases
Determine whether users with Customer Community Plus licenses can view and edit cases in which they’re listed as the contact. You can disable the standard sharing behavior that grants the assigned contact and everyone in their role hierarchy access to a case. After disabling this sharing behavior, you can control access to cases by creating a manual share or by using Apex managed sharing.