Add Data Providers to Get Data on Enhanced LWR Site Pages (Beta): Configure data providers on enhanced LWR site pages in Experience Builder and get access to data from different sources. You can bind data from Apex or Record data providers to individual builder components on to these pages.
Add Visibility Rule to the Record List: Control when to show or hide a Record List component based on user context or custom logic to deliver a more tailored experience.
Asset Files: Asset files are packageable versions of Salesforce files that are used for branding and design purposes in your org or Experience Cloud site. Asset files can be used for headers and logo images. They can also be referenced by components. You don’t need to create asset files for regular, collaborative use of Salesforce Files.
Create an Authentication Provider for Google Drive: To use Google Drive as an external data source, create an authentication provider for it in Salesforce. The process begins with creating a related project in the Google Developers console.
Define an External Data Source for Google Drive: Let Chatter users access their Google Drive content from the Files tab, feed posts, and search. Salesforce supports Google documents, spreadsheets, presentations, and drawings.
Include a Files Connect Data Source in Global Search: Combine searches for Salesforce data with external data from Google Drive, SharePoint, OneDrive for Business, or Box. Developers can automate the process with supported SOQL or SOSL queries with the API.
Add Files to a Library: After you have your folder structure set up, you can add files to your folders. In the file picker, the search field filters among loaded files. Use the search option at the bottom of quick results for a broader library search.
Add Library Members: You can add members to libraries. Permissions are customizable from the library level, which gives you control over who can access files.
Set Up Libraries: Libraries are a wonderful way to organize files and manage user permissions. See files displayed in a grid or switch to the familiar list view. Click a library or folder to see files displayed as thumbnails. A thumbnail view is an easy way to find files. With the Libraries component, you can sort files and pinpoint exactly what you’re looking for in no time at all.
Create Library Folders: Creating folders gives you more control over the content in your libraries. You can organize folders and subfolders in a way that makes sense to you.
Enable the Library Component: Set up libraries to upload, share, and manage files. You need Salesforce administrator permissions to enable the Libraries component.
Set File Sharing to Inherit Record Permissions: Set the default sharing permissions on files that are attached to records so that they inherit the sharing settings of the record. When enabled, a user who can edit a record can also edit the files on that record. This setting applies to files attached to records created manually from the Files related list and files attached in the record’s Chatter feed.
Add the Files Related List to Page Layouts: Customize page layouts to include the Files related list. With the Files related list, users can add files to a record and see a list of files associated with the record.
Define a Simple URL External Data Source: If Chatter is enabled for your organization, Salesforce can access data hosted on another web domain for use in the Files tab and feed.
Agentforce Self-Service Billing Models: Agentforce Self-Service offers resolution-based, login-based, and member-based billing models for customer self-service experiences. Use this information to understand how consumption is measured, which interactions are billable, and which billing model best fits your self-service deployment.
Emails in the Site Case Feed: When you enable the site case feed for Aura and Salesforce Tabs + Visualforce, external users with access to a case see case emails in their feed. Emails in the site case feed include the email’s author, recipients, text, and time sent.
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.
Set Up the Site Case Feed: The site case feed lets Aura and Salesforce Tabs + Visualforce site users and support agents see all case interactions in a unified feed. Also, agents can take more actions directly from the console. To set up the site case feed, make sure that Chatter is turned on in your org. Then enable site case feed and make sure that the case page in your site is properly configured.
Welcome to Chatter in Lightning Experience: Whether you’re new to Chatter or switching from Salesforce Classic, Chatter in Lightning Experience offers tons of useful features. Use Chatter to communicate with colleagues, gain insight into your company, and preserve your tribal knowledge.
Chatter Activity and Influence: Check your Chatter influence, and see your personal Chatter activity statistics. Check such statistics as how many posts you’ve made and how many likes or upvotes you’ve received.
Enable Add Actions in the Chatter Publisher: In Salesforce Classic, before you can add global actions to the Chatter publisher, you must first enable the Actions in the Publisher feature in Chatter Settings. Actions add functionality to the Chatter publisher and let your users do more in Salesforce across every device.
Chatter for SharePoint Is EOL: As of the Summer ’17 release, Salesforce Chatter for SharePoint reached end-of-life and is no longer supported. Chatter for SharePoint was a SharePoint plugin that let users access Chatter feeds from within SharePoint 2010. Salesforce has moved away from this solution to focus its development efforts on other user productivity capabilities. As you move away from the SharePoint plugin, there’s no need to worry about data loss. All Chatter data continues to reside securely in the Salesforce org.
Set the Format of Timestamps on Case Feed Posts: In case feeds show users a relative timestamp on new posts, like 10m ago, or an absolute timestamp, like January 7, 2020 at 12:15PM. Comments and replies are also shown with relative timestamps.
Chatter Desktop: Control access to Chatter Desktop and install and configure the Chatter Desktop Managed Version.
Enable Code Snippets and Assign Permissions to Use Them: Use code snippets to enter syntax-highlighted code samples through the Chatter publisher. To make code snippets available, enable them and assign the permission to use them. There are two ways to enable code snippets and assign permission: through a user profile (step 1) or through a permission set (step 2). Code snippets are available in Lightning Experience and Experience Builder sites that are based on the Customer Service template.
Libraries: Store, share, and manage your files in content libraries.
Content Settings: Customize content settings and enable content previews.
Coworker Invitations: Salesforce users can invite coworkers without Salesforce licenses to Chatter. Invited users can access Chatter people, profiles, groups, and files, but users without a Salesforce license can’t see record data.
Chatter Email Settings and Branding: You can change the format of your company’s outgoing emails and control whether users receive email notifications.
Encryption for Chatter: Encryption for Chatter lets you encrypt sensitive data when it’s stored, and not just when it’s transmitted over a network. As of the Winter ’18 release, mass encryption and decryption of Chatter data is generally available. To enable encryption for Chatter, contact support for help with setting it up.
Enable Edit Feed Post in User Profiles or Permission Sets: By default, feed post editing is disabled on all custom profiles. To make the feature available to your users, you can either modify your user profiles or assign the permissions to users via a permission set.
Chatter Post Actions and Layouts: Actions on posts and comments appear in the drop-down menu on a post or comment. Users can edit, bookmark, mute, and delete posts, add topics, and create tasks from posts.
Feed Post and Comments Editing Overview: With feed post editing, users can edit their own feed posts. Record owners can also edit any post on records they own, no matter who created the post.
Salesforce Files Connect: With Files Connect, Salesforce users can access, share, and search external data from systems like Quip, Google Drive, SharePoint, or Box.
Customize the Files Detail Page: In Lightning Experience, you can customize the fields and layout of the Files detail page. Use record types to customize the layouts of different record types, and tailor the data you capture based on the file type. Choose from standard fields to show when the file was last updated, file size, file type, and more. Create custom fields and buttons to track metadata that’s specific to your business, to use in validation rules, and to provide data for searches and reports. Use record types to customize the page layouts of different file record types.
Regenerate a File Preview: If a file preview is of poor quality, you can try to regenerate the preview. Available for Salesforce Files and CRM content documents that can be previewed.
Google Apps: Enable Google apps like Google Docs, Gmail, and Google-related AppExchange apps—customized for use within Salesforce.
Group Layouts: The group layout lets you customize which fields, buttons, actions, and lists appear in Chatter groups. Changes to the group layout affect all groups in your organization, but they appear only on the group pages in the Salesforce mobile app. Changes to the group publisher appear in both the full Salesforce site and the Salesforce mobile app.
Chatter Group Settings: Use Chatter group settings to configure group features like group archiving, records in groups, and unlisted groups.
Let Users Set Out-of-Office Messages in Chatter: Let your users schedule and customize an out-of-office message, and place it next to their name in Chatter. You can enable or disable this feature in Setup, under Chatter Settings. Setting an out-of-office message is available only in Lightning Experience.
Assign Pin Post Permission: Pin your most critical information to the top of a feed. In group and topics feeds, an authorized user can pin up to three posts. A pinned post stays in place until an authorized user unpins it. After you enable post pinning through Chatter Settings, you can assign the Pin Posts in Feeds permission through a permission set or a user profile.
Publisher Actions and Layouts: Actions add functionality to the Chatter Publisher in Salesforce Classic. Actions let your users do more in Salesforce across all devices.
Allow Content Previews in Link Posts: Salesforce provides rich media support for over 400 URL domains. When you share a supported link in a post, it’s converted into embedded videos, images, and other types of previews.
Topics for Objects: Topics for objects offers a powerful way to crowdsource your company's key themes and issues. Users can add topics to records to organize them by common themes.
Sites That Generate a Preview in Posts: Salesforce provides rich media support for over 400 URLs. When you share a supported link in a post, it’s converted into embedded videos, images, and other types of previews.
Delete Files and Links from Chatter Feeds: Only a file owner can delete files. Users with the “Modify All Data” permission can delete all comments, posts, files, and links.
Download and Preview a File in a Chatter Feed: Not only can you download and save files posted to Chatter feeds, you can also preview files in your browser without downloading them.
The People and Records You Auto-Follow Initially: Starting in June 2010, when your administrator initially turns on Chatter, we help get you started by automatically following certain users and records in your organization.
Characteristics of Chatter Counts: There are a few ways to determine how many people are looking at a Chatter post. There’s the view count, the Seen by count, and the counts you find in the Interaction Count Report. Although there’s crossover in terms of what’s being counted, the counts for a given post can be different for each type. Let’s examine why.
Chatter Is Turned Off by Default in New Orgs Beginning in Summer ’26: Beginning in Summer ’26, Chatter is default disabled in new orgs. In some editions, Salesforce channels are default enabled in new orgs, and in others, admins can turn on this feature. With Salesforce channels, you can use Slack to communicate on record pages in Salesforce. You can still opt to use Chatter to communicate in Salesforce, or you can opt to use Salesforce channels for internal communications and Chatter for external communications. If you have any features that require Chatter functionality or APIs, such as Case Feed or an Experience Cloud site, enable Chatter in Setup.
Select a Best Answer for a Question in Chatter: One of the advantages of asking a question in Chatter is that users can select the best answer. When a question has a best answer, users can quickly resolve an issue by going directly to the best answer.
Display Similar Questions and Articles in Chatter: In Salesforce Classic, you can reduce duplicate content by showing similar questions and relevant Salesforce Knowledge articles. In Chatter, potential answers pop open as the user asks a question. In Experience Cloud sites with Chatter, question deflection features are available through Experience Builder components.
Chatter Questions Overview FAQ: Chatter Questions lets users in Salesforce and Experience Cloud sites ask questions in the feed. Here are some common questions about the feature.
Display Similar Questions and Articles in the Customer Service Template Search: Different Experience Cloud site users can ask similar questions. Chatter Questions helps reduce duplicate content in self-service sites that are built on the Customer Service template by showing similar questions and relevant Salesforce Knowledge articles. Potential answers appear on a list as a user enters a question in the Search field.
Enable Similar Articles for Chatter Questions: When users ask questions in Salesforce Classic, similar questions appear as they type. If you’d like relevant Salesforce Knowledge articles to appear, too, you can enable Similar Articles.
Chatter Questions Overview: Extend the best possible Experience Cloud self-service site by promoting engagement internally and externally with questions in Chatter.
Report on Chatter with the Dashboards Package: The Chatter Dashboards package for Salesforce Classic includes multiple dashboards, over 100 reports, and custom report types. Use the dashboards to monitor and manage Chatter engagement.
Create Chatter Streams: Create a Chatter stream to get a combined view of feeds from the profiles, groups, and records that you select. Include up to 25 feeds in each stream. Create up to 100 Chatter streams. You don’t have to follow a person, group, or record before you add it to a stream. The great thing about adding a feed to a stream is that it doesn’t count against the number of follows you’re allowed. You can create a Chatter stream from the Chatter home page, from the streams home page, and from a profile or record detail.
Delete a Chatter Stream: You can delete a Chatter stream from the streams home page and from the stream itself. Deleting a Chatter stream doesn’t delete the records or posts that it contains. It deletes only the stream, which frees up space for you to add more streams.
Delete a Chatter Stream from Within the Stream: Once you navigate to a stream, a Delete action is available for deleting the stream. Deleting a Chatter stream doesn’t delete the records or posts that it contains. It deletes only the stream, which frees up space for you to add more streams.
Delete a Chatter Stream from the Streams Home Page: The streams home page lists all your streams, and each row provides a set of actions that you can perform on the listed stream. Actions include the Delete action. Deleting a Chatter stream doesn’t delete the records or posts that it contains. It deletes only the stream, which frees up space for adding new streams.
Edit a Chatter Stream: Edit a stream to change its name or to add or remove some of its feeds. You can edit a Chatter stream from the streams home page or from the stream itself.
Edit a Chatter Stream from the Streams Home Page: The streams home page lists all the streams you created. Each stream has its own list row that provides actions that you can perform on that stream, including the Edit action.
Set Up Notifications for a Chatter Stream: Notification settings are available in the New Stream dialog and on the stream itself. You can create a stream and decide later whether you want to be notified when new posts are added to a stream. The default is to send a notification for every new post. So if you create a stream without touching its notification settings, you receive email and in-app notifications for that stream. If you like, you can change your selection later in the stream feed.
Chatter Streams: Chatter streams are custom feeds that you create by combining multiple related feeds into one feed. Look for streams on your Chatter home page. Create up to 100 streams that each combine posts from up to 25 different feeds and feed types. Create streams that combine feeds from people, groups, and records, like accounts, opportunities, cases, and more.
Follow Dashboards and Post Snapshots: Chatter lets you track updates to your feed-tracked dashboards and post dashboard snapshots. The snapshot posts help other users follow changes in the dashboard data.
Chatter Desktop: Chatter Desktop is a free desktop application that lets you collaborate in Chatter without a browser. Chatter Desktop was retired in June 2018.
Control Access to Chatter Desktop: Chatter Desktop is enabled for most organizations, but administrators can control access to Chatter Desktop.
Configure Chatter Desktop Managed Version: Control Chatter Desktop settings by deploying an XML-based configuration file to each user's machine. The configuration in the file overrides the user's settings.
Install Chatter Desktop Managed Version: Salesforce provides two Chatter Desktop installers: a standard version for individual installations and a managed version for enterprise deployments.
Document Properties: The documents you upload through Chatter have a set of properties that you can see and interact with.
Draft Posts in Chatter: Save Chatter posts as drafts and access them later to edit, publish, or delete.
Chatter Email Digests: Email digests conveniently summarize recent activity in Chatter so you don’t miss important discussions. You can choose to receive daily or weekly summaries of updates from your personal feed or any group’s feed.
Reply to Chatter Email Notifications: When you receive certain email notifications, you can conveniently perform some actions by replying directly from your email.
Navigate to Chatter Email Settings: In your personal Chatter email settings, you can change your preferences for receiving email notifications and digests. On a group page, you can set your notification preferences for that group.
Chatter Settings: Configure various Chatter features and customize the Chatter experience for your users on the Chatter Settings page in Setup.
Customer Invitations: Let users invite customers to the private groups that they own or manage. Customers are users outside your company's email domains. They have limited Chatter access and can see only the groups that they're invited to. They can interact only with members of those groups.
Chatter Customers in Private Groups: Chatter customers are people outside your company's email domains. Customers can see only the groups they're invited to. They can interact only with members of those groups. Customers can’t see any Salesforce information.
Add a Chatter Feed Search as a Favorite: In Salesforce Classic, add a Chatter feed search as a favorite to access feed updates quickly without leaving the Chatter tab.
Chatter Favorites Overview: In Salesforce Classic, Chatter favorites give you easy access to list views, Chatter feed searches, and topics that you want to stay on top of. You can find Chatter favorites on the Chatter tab.
Chatter Feature Availability: Let’s compare the Chatter features that are available in Lightning Experience, Salesforce Classic, Experience Builder sites, and the Salesforce mobile app.
Feed Tracked Change Bundles: We save you time and space in your feeds by bundling multiple feed tracked change updates into a quick-reference list. Bundles are collections of feed tracked change items that you see in feeds. You can see bundles in your browser. In Salesforce for Android and Salesforce for iOS, bundles appear only in record feeds.
Create a Task from a Chatter Post: Read a Chatter post that you want to follow up on? In Salesforce Classic, use the Create New Task action to create a task directly from the post.
Feed Sort and Filter Options for Chatter: On any Chatter feed, the sort and filter options vary, depending on how your admin sets up Salesforce and which feed you’re viewing. Not all sort and filter options are available on all feeds.
Like Posts and Comments: Like posts or comments to show your approval and receive email notifications if others comment on that post. You receive notifications only if you’ve selected to in your personal Chatter settings.
Mute a Chatter Post: Mute a Chatter post to stop receiving notifications about it.
Chatter Feeds Overview: Follow people and records to see updates about them in Chatter. Updates appear in feeds on profiles, groups, the Chatter tab, topic detail pages, and on record detail pages.
Polls: A poll contains a question and a list of possible replies. Poll your users and let them vote on their favorite response. People with access to the feed where the poll is posted cast their votes by selecting a reply.
Create a Poll: Create polls to gather people’s opinions.
Anatomy of a Chatter Post: Here’s a quick look at all the information that surrounds a typical Chatter post in Lightning Experience.
Bookmark a Chatter Post: Use bookmarks to track the posts that you want to get back to. View bookmarked posts in the Bookmarked feed.
Chatter Posting Overview: Use the Chatter publisher to post, comment, ask questions, and create polls.
Search a Chatter Feed: Use feed search to find information in the current Chatter feed.
Chatter Feed Search Results: Searches in Chatter feeds return the posts and comments that include your search terms. These results are the same whether your search is global or feed-level.
Share a Chatter Post: Sharing lets you quickly copy a public post to your profile or a group. This feature is available in Salesforce Classic and Lightning Experience.
Share a Chatter Post with a Chatter Group: You can share posts with public Chatter groups and groups that you’re a member of. You can’t share a post to a private Chatter group that includes external users. You can share public posts, but you can’t share feed tracked items and custom feed items, like approvals, dashboard snapshots, or case interactions. You can’t share posts with archived or unlisted groups or private groups that include external users. A post’s comments aren’t shared. But the shared post links back to the original, where comments are available. In Salesforce Classic, files attached to the shared post are included, but in Lightning Experience, attached files aren’t shared.
Share a Link to a Chatter Post: In Salesforce Classic, share a post with other Chatter users via email or instant message.
Share a Chatter Post to Your Profile: In Salesforce Classic, copy a public Chatter post to your profile to share it with the people who follow you.
View a Single Chatter Post: You can navigate to a detailed view of a Chatter post in a feed for a user, record, or group.
Link to a Record from a Chatter Post or Comment: After a little administrative setup, you can link to a recently viewed record from a Chatter post or comment. In the Chatter publisher, enter a forward slash (/) and start typing the record name. You can link to any record type that’s enabled for your org, such as work records, accounts, opportunities, and cases. Link to up to 25 records in each post or comment.
Sort Your Chatter Feed: Sort your Chatter feed by the latest posts or the most recent comments.
Filter Your Chatter Feed: Use filters to limit what appears in your Chatter feed to the items that match the selected filter.
Customize Chatter Feed Tracking: When you enable feed tracking for objects and records, users see updates for the objects and records that they follow in their What I Follow feed. Many objects and fields are tracked by default, but you can further customize feed tracking to include or exclude specific objects and fields.
Feed Tracking: Feed tracking detects changes to tracked record fields and posts them as updates in the What I Follow feed. Users who follow a record see those updates in their view of What I Follow, with one exception: Updates that users make themselves aren’t posted to What I Follow. Users can see those updates in their profile feeds.
Work with Chatter Feeds: Stay up-to-date on the posts and comments that you and other people make in Chatter, and the record changes across your Salesforce org.
Attach Files to Records: Attach files to records for a powerful way to collaborate and stay organized in Salesforce. Keep information on an opportunity, account, or case right where you need it. Share relevant documents with anyone with access to the record.
Authenticate to Files Connect External Data Sources: If your administrator configured a data source like SharePoint to use per-user authentication, you can provide your credentials for that system in Salesforce.
Manage Your Files Connect External Data Source Authentication Credentials: You or your Salesforce admin can use Files Connect to set up and manage your authentication settings for external data sources. With valid authentication settings, you can access files from external systems right from Salesforce.
Access and Share Files Connect External Files: After your admin enables Files Connect, you can access files from external sources, like Google Drive and SharePoint, or share them through feeds and Files home.
Follow a File: Follow a file to see updates in your Chatter feed, including when a new version of the file is uploaded. If you stop following a file, the file remains in your Files list, but you don't see updates about it in your feed anymore.
Prevent Others from Sharing and Unsharing a File: You can prevent others from sharing and unsharing a file that you own. Preventing others from sharing or unsharing doesn’t affect existing shares.
View File Version History: The file detail page and the Version History list give you access to lots of useful file actions and information.
File Limits in Chatter: Here’s a breakdown of the limits for files that are attached to a Chatter post or comment.
Filter Your Files List: Use the filters on the Files page to quickly access to your files in Salesforce.
Make a File Private: You can restrict access to shared files that you own by making them private.
Make a File Private on a Record: Use the File Privacy on Records setting to control who can see a file when it’s attached to a record. The setting is available when you edit a file’s details.
Malware Scanning for Salesforce Files: Files are scanned for viruses or other malware when they’re uploaded or downloaded. New files are scanned when users upload them, and uploads are blocked when a file is malicious. Any existing malicious files in your org are listed in the Malicious Files list in Files home.
Manage Libraries from Files Home: Working in libraries is simpler now that admins can change libraries in Lightning Experience and manage libraries from Files Home.
Manage Library Membership from Files Home: Library admins can update, add, delete, and track library members from Files Home. In the Current Members section, external users automatically get an “external badge” to help you identify external partners, customer site members, and portal and Chatter users.
Work with Salesforce Files: Use Salesforce Files to share and collaborate on files, store files privately, manage version updates, and follow files that are important to you. Use Files Connect to connect to external file systems right from Salesforce.
Create, Share, and Organize Files: Post files to feeds and records, share files with customers, and organize files into folders and libraries.
Preview Files and Edit File Details: Preview a file to view it without downloading. View and update key details about a file from the File Details page.
Set Up Users to Query Salesforce Files: Control access to content files and objects via API queries with the Query All Files and Query All Non Vetoed Files user permissions. To grant users access to content files and objects, create a permission set with user permissions and assign it to users.
File Recommendations: Chatter recommends popular files for you to follow. The number of people who have viewed or downloaded a file determines the file’s popularity.
Remove a File from a Record: Remove a file from a single record that the file’s attached to. Unlike deleting a file, removing doesn’t affect the file on other records or posts, and the file remains in Files home. To remove files from records, you must have at least collaborator access on the file.
Search for Files: There are a few ways to find the file you’re looking for. You can search from the global header at the top of your browser. You can use a feed search. And you can use the files-specific search field on Files home.
Who Can See My File?: Your files in Salesforce can be private to you, privately shared, or visible to your entire company. Learn how to identify a file’s sharing settings and how to change them.
Share Files with Libraries in Salesforce Classic: Share files with libraries to take advantage of the permission-setting capabilities of content libraries while still using the features of Salesforce Files.
View Where a File Is Shared: Find out who can see a file and their level of access. From the File Detail page, you can access a full list of every person or object the file is shared with.
Share Files with Groups: Share files in Chatter with public or private groups so that members of the groups can view and download the files from their feed.
Share Files Via Link: Creating a public link generates a URL that you can copy and share with anyone inside or outside your company. Control access to the file with a password, or set the link to expire.
Upload Files: Upload files to Files home, feeds, and records.
Files Home: Files Home is the central location of your files in Salesforce. See all files that you’ve stored privately, view files that are shared with you, and share files with others.
Chatter Groups: If you're working on a team, you can create a group for your team to share mission-related files and information. Share information through the group feed.
Change the Access Level of a Chatter Group: Edit a Chatter group’s settings to change its access level. For example, you open up an unlisted group to a wider audience by converting it to a private or public group. You can edit the settings for Chatter groups that you own or manage.
Activate Archived Chatter Groups: Group owners, group managers, and users with the “Modify All Data” permission can activate an archived Chatter group from the group detail page.
Archived Chatter Groups: When a Chatter group is archived, group members can’t post content or share files with the group. Previous posts, comments, and files remain available.
Chatter Group Archiving: If a group has no new feed posts or comments for 90 consecutive days, the group is archived automatically. When group archiving is enabled, feed activity in groups is automatically reviewed weekly.
Create Chatter Groups: Create public, private, and unlisted Chatter groups to collaborate with your teams and work together on projects.
Delete Chatter Groups: Deleting a group permanently deletes all group updates, including feed posts and any links that were posted to the group. To delete a group, you must be the group owner or a user with the Modify All Data permission. Group managers can’t delete a group.
Get Familiar with Your Chatter Group: To see group updates, files, and members, click a group's name in a feed, in the Groups list, or on someone's profile.
Change the Owner of a Chatter Group: To change a Chatter group’s owner, edit group settings. Only the current group owner and people with the Modify All Data permission can change the owner.
Filter Chatter Group Feeds: In Lightning Experience, many filtering options are available in Chatter group feeds to help you get to information quickly.
Join or Leave Chatter Groups: Join Chatter groups to collaborate with other people on projects or common areas of interest. Share project-related files and information with the group. Leave the groups that are no longer relevant to you.
Live Chatter Feeds: When you’re in a group in Lightning Experience, the Chatter feed is live. Live feeds offer posts and comments right as they’re posted, without requiring a page refresh.
View Chatter Group Members: The Members section on a Chatter group page shows all members of a group, including any customer members.
Records in Chatter Groups: You can interact with your records through your Chatter groups. For example, you can create records and add and remove them from a group.
Enable Records in Chatter Groups: By default, records are allowed in groups. But you can also customize the group publisher to include the Add Record action, so users can add records to groups.
Change Chatter Group Roles: In Salesforce Classic, you can change group roles for the groups that you own or manage.
What Your Chatter Group Role Lets You Do: The actions that you can perform in a Chatter group depend on whether you’re a member, owner, or manager of the group.
Seen-By Information in Private and Unlisted Chatter Groups: Posts in private and unlisted Chatter groups have a seen-by count that shows the number of people who have seen a post. Click the count to see the names of people who have seen the post.
Unlisted Group Limitations: Before you decide to enable unlisted groups in your organization, consider these limitations.
View Chatter Group Memberships: In Salesforce Classic, the Groups list on your profile shows you the Chatter groups that you belong to.
Broadcast Groups: Broadcast groups are a special type of public, private, or unlisted Chatter group where only group owners and managers can post to the group. Group members can read posts and comment on them.
Customize Chatter Groups: Use record types to create group types with the layout and branding that you want. Then you can create custom groups.
Collaborate in Chatter Groups: Use public, private, or unlisted Chatter groups to collaborate with specific people in your company.
Work in Chatter Groups: To make the best use of your groups, it helps to understand the information they offer and different ways to interact with them.
Chatter Tab Overview: The Chatter tab gives you instant access to most of the collaboration features in Chatter.
Customize Chatter Influence: Customize activity thresholds for posts, comments, and likes to improve the Chatter influence calculation.
Invite People to Join Chatter: If enabled by your administrator, you can invite people to use Chatter who also work for your company but don't have Salesforce licenses.
Live Chatter Comments: In Lightning Experience Chatter feeds, comments are live—they appear when they’re posted, without requiring a page refresh.
Guidelines for Deleting Your Users’ Chatter Messages: Salesforce administrators with the Manage Chatter Messages permission can access all users’ private messages via SOAP API. You can view and delete any message (for example, for compliance).
Chatter Messages: In Salesforce Classic, send a question to another person privately, or communicate with a limited set of people. Messaging is useful when a discussion isn't relevant to everyone you work with. Messages also notify people when a file is shared with them.
Assign Moderator Privileges to Chatter Free Users: As a moderator, you can assign moderator privileges to Chatter Free users in your organization. If needed, you can also remove moderator privileges.
Deactivate Chatter Free Users: As a moderator, you can deactivate Chatter Free users if, for example, they left the company.
Chatter Overview: Use Chatter features such as feeds, profiles, and groups to share information, collaborate, and keep up with the latest updates in your company. Chatter works in accordance with all security and permission settings in your Salesforce organization.
Profile-Based Chatter Rollout Overview: A profile-based rollout of Chatter makes Chatter available to a controlled set of users instead of all users in your organization.
Profile-Based Rollout Considerations: In organizations that use Chatter profile-based rollout, limitations apply. There are limits with user profiles, permissions sets, and the interaction between users with and without Chatter access.
Get Ready for Profile-Based Rollout of Chatter: If you’re rolling out Chatter to a subset of your users, you can manage Chatter access with custom user profiles and permission sets. There’s a little up-front work that you can do to prepare.
People Overview: The People tab and the People list on the Chatter tab show a list of recently viewed users in your organization. If your org has 25 people or fewer, these lists show everyone.
People in Your Organization: Update your personal profile, and view the profiles of other people in your organization.
People Recommendations: Chatter recommends people for you to follow based on similar interests.
Chatter Post Visibility: Learn where you can post in Chatter, who can see your posts, and whose posts you can see.
Work with Chatter Posts: Share information and collaborate in Chatter with other people inside and outside your organization. Chatter posts, tracked changes, and comments don’t count toward your org’s data storage allowance.
Files Owned Lists on Profile Pages: The Files Owned list on a person’s profile page shows the files that the person most recently attached to a Chatter post.
Set an Out of Office Message in Chatter: Taking some time off? It’s easy to set up an out-of-office message in Chatter. Schedule your message, and decide what it says. Out of Office is available only in Lightning Experience.
Chatter Profile Overview: Customize your personal Chatter profile. Add a photo and information about yourself so others can learn more about you.
Chatter Questions: Got questions? Use Chatter Questions to post a question to a feed, then watch the answers roll in.
View Recommendations That Are Tailored to You: Chatter provides recommendations to help you identify the people, groups, files, and records that closely relate to your job and interests.
Record Recommendations: Following records helps keep you up-to-date on important changes to accounts, contacts, opportunities, and more.
Salesforce Chatter: With Chatter, users can collaborate on sales opportunities, service cases, campaigns, and projects with embedded apps and custom actions. Salesforce channels, which bring Slack into Salesforce, are another way to collaborate on records. In new orgs created in Summer ’26 and later, Salesforce channels are enabled by default, and Chatter is disabled. You can enable Chatter in these orgs if necessary, and you can continue to use Chatter in existing orgs.
Share a Link to the Detail View of a Chatter Post: The Share feature in the Chatter publisher includes a Copy Link option. Use it to grab a link that jumps directly to the detail view of a post. Copying places the link on your clipboard. You can paste the link wherever you like. Paste it in the Chatter publisher to see a preview of the post that you’re linking to.
Create a Stream from a Profile or Record Detail: Once you create one stream, the Follow button on profile and record detail pages changes. A plus sign appears before the button label and more options become available for adding the profile or record feed to an existing stream. There’s also an option to add the feed to a stream that you create on the spot.
Create a Stream from the Streams Home Page: You can get to the streams home page by clicking the Streams heading on the Chatter home page. The Streams home page has controls for managing existing streams and making new ones.
Topic Detail Pages: Topic detail pages show a topic's description and a feed with topic updates from all users and public groups. You can also see a list of records that refer to the topic.
Add Topics to Chatter Posts: Add topics to Chatter posts and comments to make it possible to search for all the items that touch on that topic. You can add topics to any posts at any time directly in the feed.
Delete Topics: People with the right permissions can delete topics directly from topic detail pages.
Add Topics to Files: Topics make it possible to search for all the items that touch on a given topic. Topics added to Chatter posts are also added to any files in the post or its comments. When you search for those topics, the files are included in the results.
Follow Topics: Follow topics so you can see updates in your Chatter feed.
Sort the Topics List with Filters: Use topic filters to narrow the topics list to your favorite topics or the topics that you use. Use sorting options to sort the topics by the number of people talking about them or alphabetically by name.
Topics in Mobile: Topics are available in Salesforce for Android and Salesforce for iOS, but there are some differences in mobile applications.
Topics List: Use the Chatter topics list to see the topics that people are talking about in your organization. All topic names appear in this list, including topics that are used solely in private groups or on records.
Topics Privacy: Topic names and descriptions are not private, even for topics that appear solely in private groups and on records. Posts and records with topics have the same security and privacy as posts and records without topics.
Configure Topics for Records in Lightning Experience: Add the Topics component to record pages so that your users can assign topics to records. Topics allow your users to organize records by theme. On the topic detail page, users can see all the records with a topic and filter their record list views by topic.
Trending Topics: The Trending Topics area on the Chatter tab shows the topics that are being discussed right now in Chatter.
Enable Unlisted Chatter Groups: Enable unlisted groups for your organization to help users collaborate more privately in Chatter.
Unlisted Chatter Groups: Unlisted Chatter groups offer more privacy compared to private Chatter groups. Only group members and users with the Manage Unlisted Groups permission can access unlisted groups in list views, feeds, and search results.
View Record Feeds: View the Chatter feed associated with a record you follow to see updates about the record.
Collaborate Within Your Company: Stay current with what’s happening in your company. Share your knowledge in Chatter posts and comments, collaborate in groups, and access files and data across your organization. Salesforce channels, which bring Slack into Salesforce, are another way to collaborate in Salesforce. In new orgs created in Summer ’26 and later, Salesforce channels are enabled by default.
Salesforce Files: Configure org-wide preferences to control how your users upload, share, and scan files in Salesforce. Customize page layouts to add the Files related list and modify file detail pages.
Collaboration Resources for Admins: In addition to online help, Salesforce publishes printable documentation to help you learn about our features and successfully administer Salesforce.
Collaboration Resources for Users: In addition to online help, Salesforce publishes printable documentation to help you learn about our features.
Collaborate with Everyone: Complete tasks quickly and efficiently by collaborating with people either inside or outside your org.
Update Your Experience Builder Site’s Template: We introduce amazing features and enhancements with every release, so it pays to keep your Experience Builder site up to date! Typically, we automatically update your template to the latest version, so you can start adding the newest features to your site right away. However, when the changes are significant, you’re required to update your template manually.
Add Streams to Your Experience Builder Site: Your site users can combine multiple feeds into a stream to create a single point of access to related information. Combine feeds of top contributors or discussions concerning a particular product line. Create a stream that combines feeds from discussions, groups, topics, profiles, and all kinds of objects, like cases, opportunities, and accounts. No more jumping from feed-to-feed to get a sense of what people are saying. Each member can create up to 100 streams.
Inform Customers About Your Experience Builder Site Availability: Keep your customers informed when they can’t immediately access your Experience Builder site. Customizable availability pages describe what’s happening while customers wait for your site to load. The Service Not Available page lets them know when your site is down. When your site has higher-than-usual demand, the Too Many Requests page appears.
Improve Experience Cloud Site Performance with Browser Caching: If you use many components in your Experience Builder site, you can improve your site’s performance with browser caching. Performance is about the same for the first page load, but subsequent page loads are faster. The cache is encrypted and secure.
Change the Content Layout in Experience Builder: Quickly change the look of your Experience Builder site pages by switching to a different content layout. You can even create your own custom content layout components in the Developer Console and import them to use in your site.
Create Custom Site Pages with Experience Builder: To extend your Experience Builder template, create custom site pages. To get the most from your Salesforce data, add custom record detail, list, and related list pages. To display individual pieces of content along with any combination of components, use CMS content pages.
Edit Pages and Components in Experience Builder: Each page contains a collection of components that are organized around a task or function, whether it’s opening a case or searching for an article. The pages in each Experience Builder template are ready for you to use with little configuration. Add new components to your site’s pages, edit the properties of existing components, or delete components that you don’t require.
Enable the App Launcher in Experience Builder Sites: Display the App Launcher in Experience Builder Sites to make it easy for members to move between their sites and their Salesforce org. This functionality is available in any site based an Experience Builder site template or Lightning Bolt solution.
Enable Notifications in Experience Builder Sites: With Global Notifications, your members receive messages wherever they’re working, whether in their sites or in their apps. Members receive notifications on any screen—mobile, tablet, and desktop. This functionality is available in Experience Builder sites based on Customer Service (Napili), Partner Central, and any Lightning Bolt solutions.
Error Messages for Pages Without Data in Experience Builder: When you use Lightning components to build a template-based page in Experience Builder, sometimes the page doesn’t load correctly on your site. Find out why this error happens, and how you can fix it. Make sure that the component has underlying data.
Create a Lightning Bolt Solution: Have at least one Experience Builder template, custom app, or flow category that you want to distribute? Then you’re ready to create a Lightning Bolt Solution. With Lightning Bolt Solutions, you can combine custom Lightning apps, business process flows, and Experience Builder templates and pages in easy-to-build, distributable packages.
Add Flows to a Lightning Bolt Solution: When you want to add flows to a Lightning Bolt Solution, group them into a flow category. Then add one or more flow categories to your solution.
Lightning Bolt for Salesforce: Build Once, Then Distribute and Reuse: Lightning Bolt for Salesforce lets you quickly build and distribute industry-specific Lightning Bolt Solutions to jump-start new org capabilities. Save time by building once and then reusing. Whether it’s for your own org or you’re a consulting partner or ISV, you can reduce the time required to implement solutions and cut development costs.
Package and Distribute a Lightning Bolt Solution: After you create a Lightning Bolt Solution, package the solution to distribute it to other users or orgs. You can upload the package to AppExchange to share or sell your solution.
Export a Customized Experience Builder Template for a Lightning Bolt Solution: You can customize and export an Experience Builder template to use as a base for creating Experience Builder sites. Create custom pages, layouts, and components. Export and package the template on its own or distribute it for others to use as a part of a Lightning Bolt Solution.
Find and Create Asset Files in Experience Builder: Upload and select images for your header, logo, rich content editor, and custom components using the file selector in Experience Builder. After they're uploaded, files are converted to packageable asset files and stored in your org asset library for easy reference and retrieval.
Create a Flexible Layout: Build highly customized pages using flexible layouts. Create and resize columns within each section, then add and stack sections to build out the page. Bring it all to life with background images and color.
Experience Builder Settings: Use the Settings area to track which template you’re using, view your site’s status and publication history, and customize your template. If you’re using the Customer Service template, access your navigational and featured topic settings.
Track Site Users with Your Google Analytics Tracking ID: Add your Google Analytics™ tracking ID to track page views. Enable access to your Salesforce data for deeper insights. Then, adjust your pages to more accurately reach your customers.
Create a Multilingual Site: Creating a multilingual site involves a few main steps. Define the languages that you want your site to support. Add translated content for each language. And enable site visitors to choose their preferred language.
Set the Default Language for Your Aura Site: The default language is the language that’s used in a site before a user has selected another language. By default, the default language is set to English (US).
Delete a Language: When you delete a language, the translated content isn’t deleted—it’s just no longer visible. When you add the language back to the Experience Builder site, you can access the translated content again.
Edit Language Content on the Page: Experience Builder provides its own language menu that you can use to switch between languages as you edit content on each page. Switch languages and provide spot translations, like fixing a typo. You can also use this method for full page translations instead of exporting and importing site content.
Export Language Content: Export and prepare Experience Builder site content as one or multiple .xml files. Prepare the files for translation by creating nodes for specific languages. Then send the file to your translation service.
Import Translated Content: After your translation service has completed the translations, import the translated .xml file into your Experience Builder site.
Multilingual Sites: Experience Builder lets you create different language versions of your site to serve separate international audiences. For example, let’s say that you have customers in France and Germany. You can deliver the same site experience to each in the language that’s appropriate for their region.
Set Language Options: After you add Experience Builder sites languages, you can define separate settings for each language.
Add Markup to the Page <head> to Customize Your Experience Builder Site: Add custom analytics, improve your SEO results, and more by adding custom markup to the page <head> in Experience Builder. For example, you can include SEO meta tags that are visible only to search engines, add a favicon, or add custom code for Adobe Analytics and Google Tag Manager.
Analyze and Improve Experience Builder Site Performance: The Salesforce Page Optimizer analyzes your site and identifies issues that impact performance. Use the information to refine your design and improve site performance for your members. The Page Optimizer is a free plug-in available from the Chrome Web Store. Download and install the plug-in as you would any Chrome extension.
Page Refresh: The Page Refresh component automatically refreshes the page for your customers.
Show CRM Data in Your Aura or LWR Site Using Object Pages: In Aura and LWR sites, you can use object pages to show CRM data. Object pages include a record detail page, a record list page, and a related list page. Each page provides different views and details about object data.
Create an Audience for an Aura Site: You define an audience by selecting criteria and the conditions under which the criteria apply. After you create an audience, you can assign it to a page variation, branding set, or component. You also can assign an audience to a component variation to personalize the content that different user segments see in the CMS Collection, Navigation Menu, and Tile Menu components.
Personalization with Audience Targeting in Aura Sites: Keep your users engaged by offering personalized, relevant content that’s customized for a particular audience. To create an audience, you assemble a set of criteria that defines a user segment. You can then tailor a single site to meet the needs of multiple user segments. For example, you can present the same site with a different look and feel for each audience or show different pages, components, or data to different audiences.
Prioritize Component Display Order with Progressive Rendering: Quickly set the display order of components on your Experience Builder pages with Progressive Rendering. By carefully optimizing how your pages display, you can enhance the experience of your site and better engage your community.
Progressive Rendering Overview: Progressive Rendering prioritizes the display order of your page components. With proper planning and testing, it can improve display time performance and polish your site’s experience to better engage customers.
Rich Content Editor: The Rich Content Editor component lets you add formatted custom text to your Aura site pages, along with images and videos.
Theme Guidance: Hero Component: Hero images are large images that are designed to dominate the visual field of a page and grab attention.
Theme Guidance: Search Component: Multiple search components and placement options give you flexibility to design the right experience for your customers.
Custom Theme Layouts and Theme Layout Components: Theme layouts and theme layout components combine to give you granular control of the appearance and structure of each page in your site. Customize the layout’s header and footer to match your company’s style. Configure theme layout properties. Or use a custom search bar and user profile menu. Then use theme layouts to assign theme layout components to individual pages allowing you to quickly change layouts from one central location. Whether you’re a consulting partner or an ISV, or you simply want to revamp your own site, custom theme layouts make it easy to rebrand.
Adjust the Style and Layout of Your Site Theme: Experience Builder sites include several pre-built themes that you can modify easily. In addition to customizing the layouts, you can configure colors, fonts, images, sizes, and actions with a ton of choices and levers.
Change the Theme Layout of Your Experience Cloud Site’s Pages: A theme layout defines the top-level regions of your page, such as the header and footer, navigation, search, and the user profile menu. A theme layout component categorizes the pages in your site that share a theme layout.
Customize the Theme of Your Experience Builder Site: Customize the theme of your Experience Builder site by adjusting everything from the size and color of your headers and footers, to the fonts and colors for active text. We can get you started, but you get to make the final tweaks to make the theme your own.
Use a Custom Too Many Requests Page for Your Experience Builder Site: When your site’s performance is impacted by high traffic, the Too Many Requests page displays a customizable message to let customers know they’ll be redirected momentarily. The page automatically refreshes to check when the site is working and redirects customers to the site when it’s available.
Use Visualforce in Experience Builder Sites: If you created Visualforce pages, actions, buttons, links, and canvas apps for your Salesforce Tabs + Visualforce template-based sites, you can use them in Experience Builder sites.
Visualforce Page Component: Use the Visualforce Page component to add existing Visualforce pages to the pages of your Experience Builder site.
Add Groups to an Aura Site: Want more collaborative sites or communities? Give site members and guest users the ability to browse and join groups in your Aura site. Use the standard design for groups or create your own customized version of the group detail page using separate components.
Prebuilt Experience Builder Themes: Prebuilt themes come with every template. They let you style your site with clicks, not code. Apply color, fonts, and images to your site to match your design or brand. Match your colors precisely by uploading your own logo to generate a custom color scheme. Create branding sets to change colors, fonts, and logos quickly for different audiences and needs.
Use Branding Sets in Experience Builder: Branding sets let you automatically change the look of your sites for different audiences and shift quickly between brands or presentations for campaigns or events.
Customize Sites with Experience Builder: Experience Builder lets you easily style your site, create and customize pages, add drag-and-drop components, and deliver personalized experiences to different audiences. Choose a template to quickly start your site, and then style the pages to match your company’s branding.
Improve Experience Cloud Site Performance: Analyze your Experience Cloud site’s volume, traffic, and transaction loads to determine if your site could benefit from the many performance optimization tools available.
Preview Your Experience Builder Site: Before going live, you can preview your Experience Builder site to see how it looks in a desktop browser window or on a mobile device.
Salesforce CMS Collections for Aura Sites: Collections help you organize and display multiple pieces of content from your Salesforce CMS workspace on your Aura site. View, create, and edit collections in the Collections tab in the Content Management tile of your Aura site’s workspace. Create collections manually or use conditions for collections that update automatically.
Create a Salesforce CRM Collection for Your Aura Site: To display CRM object data on your site, create CRM collections. CRM collections are automatically updated based on the data in your Salesforce org. When you add a CRM collection to your Aura site, you can customize its layout and formatting.
Create a Conditional CMS Collection for Your Aura Site: Make collections by creating filters that automatically include content that meets your defined criteria. To achieve complex and targeted results in your collection, combine several layers of filters.
Create a Manual CMS Collection for Your Aura Site: Create hand-picked static collections of Salesforce CMS content. Select and add specific content in a few clicks, and edit the collection at any time from the Content Management workspace. Create manual collections to gather CMS content items of a single content type.
Salesforce CMS Topics for Aura Sites: Assign topics to Salesforce CMS content so that it’s easier to organize and display on your Aura site. Topics help you organize your Salesforce CMS content in the same way that they help you manage your Experience Cloud site’s feeds.
Configure Messaging Channels for Agentforce Orchestrator: Link your agent to specific communication channels to go live. This step makes sure that the Omni-Channel engine routes incoming conversations from your Experience Cloud site to your personalized AI agent and passes necessary site parameters for accurate search and personalization.
Configure the Smart Search Assistance Sub-Agent: Add search and action capabilities to your agent by configuring the Smart Search Assistance sub-agent and mapping its associated variables. This configuration allows the agent to retrieve results specifically from your Experience Cloud site search profile and respects site-specific security boundaries and data sources.
Salesforce CRM Content Overview: Organize, share, search, and manage content within your organization and across key areas of Salesforce with Salesforce CRM Content. Content includes all file types, from traditional business documents such as Microsoft® PowerPoint presentations to audio files, video files, Web pages, and Google® docs.
Set Up Content Deliveries: A content delivery allows you to convert documents such as Microsoft® PowerPoint and Word files into an optimized web-based version for easy online viewing. After you create your delivery, you can send its encrypted URL to any recipient, such as leads, customers, partners, and colleagues, and then track how often people view or download the content. Content deliveries are available in Salesforce Classic only. However, Lightning Email generates delivery-based links as email attachments for Lightning Experience users who have access to the Content Deliveries feature.
Create Content Deliveries: A content delivery lets you convert documents such as Microsoft® PowerPoint and Word files into an optimized web-based version for easy online viewing. After you create your delivery, you can send its encrypted URL to any recipient, such as leads, customers, partners, and colleagues, and then track how often people view or download the content. Content deliveries are available in Salesforce Classic only. However, Lightning Email generates delivery-based links as email attachments for Lightning Experience users who have access to the Content Deliveries feature.
Content Delivery Fields: This table provides a description of the fields that make up a content delivery. These fields are on the create-delivery wizard, the Content Deliveries related list, or the delivery details page.
Deliver Content: Use content delivery to convert documents into an optimized web-based version for easy online viewing.
Use the Content Deliveries Related List: A content delivery allows you to convert documents such as Microsoft® PowerPoint and Word files into an optimized web-based version for easy online viewing.
View and Edit Content Deliveries: On the Content Deliveries related list or the Content Deliveries list page, click the name of a content delivery to open the detail page.
Customize Content Fields: Create, modify, and delete Salesforce CRM Content custom fields so you can categorize and define your content.
Contribute Content: Contribute Content to your organization. Publish and upload files and Web links.
Publish Files to Libraries: To publish files to libraries you can upload them from your computer, contribute them from your private library to a shared library, or share them from Chatter.
Search and Find Content: The Content tab displays files, content packs, Web links, and Google docs published in your Salesforce CRM Content libraries. If your organization has Salesforce CRM Content enabled, you can take advantage of Salesforce CRM Content functionality on detail pages for leads, accounts, contacts, opportunities, products, cases, or custom objects.
Salesforce CRM Content: Organize, share, search, and manage all types of files within your organization.
View and Edit Content Details: Clicking a file name on the Libraries, Content, or Subscriptions tabs opens the content details page, which is a central access point to preview content and gather information about a particular file, Web link, content pack, or Google doc in Salesforce CRM Content. Starting with the Summer '10 release, if Chatter is enabled for your organization, files posted to Chatter are also listed.
Find Salesforce CRM Content Related to Records: Quickly find content files that are related to leads, accounts, contacts, opportunities, products, cases, or custom objects by using the related lists on those records.
The Content Related List: The Content related list on a record detail page includes links to all of the content that is associated with that record in Salesforce CRM Content. Click the file name to open the content details page.
Update Content Versions: Clicking a file name on any Salesforce CRM Content tab opens the content details page.
Search for Content: The Content tab displays files, content packs, web links, and Google docs that are published in your Salesforce CRM Content libraries.
Customize Content Settings: Modify the defaults for your Salesforce CRM Content organization and control settings like feature licenses, multilanguage search, and enhanced document viewer.
View and Edit Content Subscriptions: Clicking the Subscriptions tab displays the Subscriptions home page, where you can view your Salesforce CRM Content subscriptions and toggle them off or on.
Assign Library Tagging Rules: In Salesforce CRM Content, tags are descriptive labels that help classify and organize content. Contributors can assign tags to their files, Google docs, or web links, to enable all library members to browse for content by tag. The tagging rule in a library determines how contributors can tag content; for example, the restricted-tagging rule does not allow contributors to create tags. Library tagging rules are optional. By default, library contributors can enter any tag.
Restrict Record Types in a Library: Library administrators can choose which record types are available in a library. They can also set the default record type for publishing content to the library.
Upload and Publish Content: Add files to libraries to take advantage of the permission setting and content delivery capabilities of Salesforce CRM Content.
Manage Libraries: On the Libraries tab, access your private library, create libraries, choose libraries to view or edit, and analyze library usage and activity.
Create Libraries: Store, share, and manage your files in content libraries so you can decide who has access to files in each library and what permissions they have. Each org can have up to 2,000 libraries.
View and Edit Libraries: When you have located a Salesforce CRM Content library in the My Libraries area of the Libraries tab home page or on a content details page, click the library name to display detailed information.
Manage Library Permissions: A library permission is a group of privileges assigned to each Salesforce CRM Content library member. It determines the tasks that a member can perform in a particular library. The same user can have a different library permission in each library.
Create and Edit Library Permissions: Library permissions provide the different levels of library access that are required for most organizations. Here’s how to add new permissions and edit existing ones.
View Chatter Feeds on List Views: Switch to an object’s Chatter feed directly from a list view to see updates for the records included in the list view.
Configuring Apex Data Providers in Experience Builder (Beta): A data provider is a reference to a source of data. An Apex data provider is implemented as a function within an Apex class. A Salesforce Apex controller is an Apex class that stores information and logic related to a group of UI components. You can perform actions such as querying data, updating records, or invoking another Apex code using this logic.
Change Document Authors: Since documents are stored in folders that control user access, documents do not have owners like other types of records, but they do have authors. The author represents the user that originally uploaded the document file.
Document Library Overview: Each document that is stored in the document library resides in a folder. The folder’s attributes determine the accessibility of the folder and the documents within it.
Delete Documents: When you delete a document, Salesforce stores it in the Recycle Bin.
Moving Documents to Salesforce Files: As you make the move to Lightning Experience, you may have questions about the files you have stored in the Documents tab in Salesforce Classic.
Documents Home: Click the Documents tab to display the documents home page. If the Documents tab is not visible, you can customize your display to show it. The Documents tab is not part of Salesforce CRM Content.
Document Properties: a description of the properties in alphabetical order that are stored for each document in the document library.
Search for Documents: Searching returns a list of documents that match all your search terms. Search results are listed in order of the closest matches.
Upload and Replace Items on the Documents Tab: You can store documents and images on the Documents tab without attaching them to records. You can then use these items in your Salesforce org, such as when creating an email template.
View Document Lists: The documents list page displays a list of documents in a selected folder. From this page, you can view detailed document information or manipulate the document.
Enable Feed Updates for Related Records: Show feed updates on a record’s detail page whenever someone creates related records. Feed updates for related records let you track the creation of related records from the parent record.
Enterprise Knowledge in Experience Cloud Sites: Provide a unified Self-Service experience by surfacing articles from both Salesforce and external repositories. Enterprise Knowledge standardizes content from multiple sources, making it possible for users to access a single source of truth within your Experience Cloud site.
Manage Site Emails and Notifications: Manage the emails that are sent out from your Experience Cloud site, and which notifications your members see.
Troubleshooting Steps If Site Members Don’t Receive Welcome Emails: When you create a site, publish it, and then activate it, you expect site members to receive a welcome email that gives them access to the new site. Take these troubleshooting steps if site members don’t receive welcome emails.
Agentforce for Experience Builder (Beta) Is Discontinued: The Experience Builder Agent, previously announced as a beta feature for enhanced LWR sites, is discontinued as of Winter ’27. If you created an Experience Builder Agent during the beta, you can no longer use it. The Agentforce panel is no longer available in Experience Builder.
Understand the Basics of Experience Cloud: Discover how Experience Cloud helps you create digital experiences and branded spaces for your employees, customers, and partners. You can build sites, portals, and forums with the level of customization that you want using little or no code. Or, if you’re comfortable using code, you can build them programmatically.
Experience Cloud Glossary: Here are definitions to some key terms and concepts related to Experience Cloud.
Find Your Way Around: There are three primary areas where you set up, design, and manage your Aura and LWR Experience Cloud sites: Salesforce Setup, Experience Workspaces, and Experience Builder.
Building Blocks of a Site: An Experience Cloud site is composed of several layers that work together. Each layer contributes specific types of content and data. To help you understand how the pieces work together, let’s divide the components into major categories and discuss how they influence one another
What Is Experience Cloud?: With Salesforce Experience Cloud you can build CRM-powered experiences quickly and easily. Experience Builder, Salesforce CMS, Mobile Publisher, and a suite of web apps join to help you create robust, customized sites for your every use case.
Display Salesforce CMS Content in Your Aura Site: Deliver and organize CMS content with Experience Builder and Content Management. Use Experience Builder to configure the content formatting and layout on your site pages. And use Content Management to organize your CMS content into collections and topics.
Set Up Search Pages for Aura Sites: In Experience Cloud sites created with Aura templates, use the Global Search Box and Global Search Results components to create a search page for your visitors.
Allow Users to Search LWR Sites: You can set up search pages in sites created with LWR templates so your visitors can search for CRM objects or CMS content published from enhanced CMS workspaces. Visitors can also search for content within the Rich Content Editor and HTML Editor components, as well as within page title metadata.
Add Salesforce CRM Data to LWR or Aura Sites: To help your users, customers, and partners accomplish more, share Salesforce CRM data on your Experience Builder site. Aura and LWR sites have different tools for displaying CRM data.
Display Salesforce CMS Content in Your LWR Site: Create content in Salesforce CMS that matches your branding and messaging, and then use the content on any Lightning Web Runtime (LWR) site. Dynamically display Salesforce CMS content in your LWR site with data binding components in Experience Builder. You can nest one component within another, add unique images, and create engaging pages with CMS content.
Set Up CRM Object Search in LWR Sites: Set up a CRM search page so your site visitors can search for CRM records, such as cases, accounts, leads, opportunities, and knowledge articles, in LWR sites. Visitors can filter and sort the search results, making it easier to find what they need. You can create and save search configurations to display only the information you need and apply that configuration to multiple sites. You can customize the labels, buttons, background and images of the No Results panel, object navigation panel, and filter panel to compliment your company’s brand.
Customize the Branding of the Search Results Page: Customize the branding of the Object Navigation panel, the No Results page, and Filters. You can customize the text, buttons, background, and images to fit your company’s brand.
Create and Save Search Configurations: To make search results from LWR sites more relevant to your site, create a search configuration in Search Manager. You can filter out fields that you don’t need. After you save your configuration, it can be applied to multiple sites, simplifying the process of creating search configurations.
Create a Search Page: Set up CRM search capabilities through LWR components. Search results can be shown only on a standard Search page, so to use the Results Layout component, you must first create the search page.
Configure the CRM Search Results Page: Set up and configure LWR search components to customize how your site is searched. The Search Bar component displays a field where visitors enter search terms. The Results Layout component displays the search results for your site.
Use SEO-Friendly URLs in Your Enhanced LWR Site: Boost organic traffic to your site by improving search engine optimization (SEO) with new URL configuration solutions. SEO-friendly URL snippets, or slugs, improve SEO by replacing the record ID in the URL with relevant and human-readable information, ensuring that your site’s pages are optimally surfaced in search engines.
Upgrade Record Components to LWC Technology: Update record components in your Aura sites to run on Lightning Web Component (LWC) technology, and see improved accessibility and stylistic changes.
Connect Experience Cloud to Data Cloud: To provide customers the personalized, individual experiences they now expect, you need detailed insights about your users and how you can best engage with them. By connecting your enhanced LWR sites to Data Cloud, you can capture and send user interaction data, such as clicks, scrolls, and product interactions, to Data Cloud. From there, you can organize your data and use it to create unified profiles, build robust site analytics, personalize your sites, generate recommendations, and discover new ways to use AI.
What Is the Enhanced Sites and Content Platform?: The enhanced sites and content platform is a flexible new system that brings together Salesforce CMS and Lightning Web Runtime (LWR) sites. From Winter ’23, enhanced LWR sites and enhanced CMS workspaces that you create are hosted together on this redesigned platform, which offers partial deployment, improved content management, and expression-based visibility.
Upgrade to Enhanced LWR Sites: Upgrade existing LWR sites to enhanced LWR sites to take advantage of the latest platform features, including partial deployment, site content search, and expression-based visibility.
Update Your LWR Site URL to Remove /s: Some older, non-enhanced LWR sites include /s at the end of the site’s base URL, making it difficult to achieve a completely custom site URL. You can remove this unwanted element and switch from https://mycustomdomain.com/s to https://mycustomdomain.com. Removing /s is also a prerequisite when you upgrade to an enhanced LWR site.
Expression-Based Component Variations in Enhanced LWR Sites: Site visitors are important to your business and deserve to have the most custom experience possible. With Expression-Based Component Variations, you can create multiple versions of a component and then change the style and visibility settings to make each version unique. You can choose to have a single variation for a targeted group or several variations that apply broadly to subsets of your users. Apply visibility rules to each variation to make it appear to the appropriate site visitors. And when you have multiple variations for the same component, prioritize them so you know when your variations appear and to whom.
Create Component Variations in Enhanced LWR Sites: Use Expression-Based Component Variations to create multiple versions of your component and assign visibility rules to target specific customer groups with each variation. Component Variations gives your site more flexibility and better opportunities to cater to individual customers and create the best experience possible.
Expression-Based Visibility in Enhanced LWR Sites: With Expression-Based Visibility, you can create a set of rules that dictate when and to whom your components in your enhanced LWR sites appear. Choose visibility settings based on User and Product object fields such as location, language, buyer groups, and more. Creating visibility conditions based on expressions improves the agility of your site.
Create Dynamic Component Visibility in Enhanced LWR Sites: Control component visibility on your enhanced LWR site pages by creating rules that contain conditions. Stack multiple conditions to create the perfect set of visibility conditions for each component.
Expression-Based Visibility Rules in Enhanced LWR Sites: Use Expression-Based Visibility to define when and to whom your components appear in your enhanced LWR sites. Create component visibility rules from the Visibility tab on your components.
High-Volume Self-Registration and Record Creation: High-volume sites often involve heavier than usual registration traffic and record creation. You can process more self-registrations and record creations per second when you process them in small batches, called micro-batches, instead of one at a time. After they’re submitted, the requests are collected into batches, and the batches are processed asynchronously. Processing transactions using micro-batching improves performance and keeps your site moving during heavy traffic spikes.
Use Apex to Configure Record Creation in Batches for High-Volume Sites: Experience Cloud site users can create more cases, leads, and custom objects per second when they’re collected into batches and processed asynchronously rather than one at a time. Batch processing improves performance and keeps your site moving during heavy traffic spikes. You can invoke batch record creation using the Apex method added for this purpose.
Use Experience Builder to Configure Micro-Batching for High-Volume Sites: Use the Create Record Form, Contact Support Form, or Lead Form (LWC) components to create cases, leads, and custom objects more efficiently. When records are collected into batches and processed asynchronously, your site can process more records at a time. Batch processing improves performance and keeps your site moving during traffic spikes.
Use Apex to Configure Self-Registration in Batches for High-Volume Sites: Your Experience Cloud site can handle twice as many self-registration requests at a time when they’re collected into batches and processed asynchronously rather than one at a time. The accounts and contacts created are owned and managed by the community administrator. After a batch is processed successfully, users receive an email with their login instructions. Batch processing self-registration requests improves performance and keeps your site moving during heavy traffic spikes. Minimal coding is required when you use the Apex controller that manages your self-registration flow.
High-Volume Registrations and Record Creation Fixes: Request forms on standard components and pages automatically check for errors and prompt users to fix the errors before submitting. If you invoked micro-batching for record creation using the Apex method, resolve all form errors before submission. Errors not discovered before submissions are sent to the site admin via email. You can also access errors that occur during record processing using Connect API.
Considerations Before You Migrate an Aura Site to Lightning Web Runtime (LWR): Sites that run on Lightning Web Runtime (LWR) boast increased speed, scalability, security, and design flexibility over Aura sites. Migrating your Aura site to an LWR site requires considerable planning. Keep these considerations in mind.
Apex Caching on the Salesforce CDN: When you cache Apex methods on the Salesforce content delivery network (CDN), you improve performance of your LWR site, and your customers benefit from faster page load times. Only public data from Apex methods is intended to be cached, and it’s only cached for guest users. Apex caching controls differ depending on the type of Apex methods in your site.
The Scale of Your Experience Cloud Sites: Large-scale sites are more than just sites that support a large volume of users. Transaction loads, and heavy traffic patterns also impact the scale of a site. Large-scale sites can benefit from performance and scale optimization tools. Your account representative can advise you on which performance and scale optimizations to enable.
Scale and Performance Optimization Tools for Experience Builder Sites: Salesforce performance tools help ensure that your high-traffic sites and large-scale B2B and B2C applications perform well and deliver lightning fast response times. Each tool has been tested and developed to meet specific scale and performance needs.
Plan and Prepare for Your Experience Cloud Implementation: Experience Cloud comprises flexible, powerful features that you can combine in multiple ways to deliver the digital experience you need, whether it’s a portal, help center, or mobile app. And although it can be tempting to dive right into building, we recommend taking time to think about the combination of features you need to deliver a productive, successful site. We can’t cover every planning aspect, but these topics describe some key areas to consider, research, and incorporate as you develop your overall plan.
Plan Your Site’s Content Management Strategy: If you’re like most organizations, you have a large amount of content, and you need a plan to create, organize, and manage it. Get the right content in front of the right people at the right time with a solid content strategy. Explore the various Salesforce offerings that provide content management solutions for different scenarios.
Define Your Site Structure, Layout, and Design: After you consider your site’s vision and purpose and you’re familiar with frameworks and templates, you can plan your site’s structure, layout, and design.
Map the Customer Journey and Drive Engagement: You defined a site vision that aligns your site with your company’s purpose. Now you want to design a site experience that encourages users to visit your site and interact with your content. But to promote customer engagement, you must first understand your customers’ needs and create compelling content in to meet those needs.
Learn About Experience Cloud Frameworks and Templates: Select a framework and template as part of your site planning. The choices you make at the beginning of your site creation process have long-term downstream implications. In particular, consider your business objectives, your technical know-how, and the costs associated with each.
Learn More About Experience Cloud Licenses: Licenses are a gateway to authenticated access to your Experience Cloud sites. So one of the most important steps when planning a site is selecting the right licenses for your use case. These licenses grant access to Experience Cloud sites to customers and partners who can't otherwise log in to your company's Salesforce org: External Identity, External Apps, Customer Community, Customer Community Plus, Partner Community, and Channel Account. A Salesforce account executive can help you understand the difference between the licenses, and help you decide the best ones for your use case. Before that, let’s answer some basic questions first.
Plan a Mobile Strategy for Your Site: Over half of customer interactions happen over mobile devices. So having a mobile-responsive site isn’t an option anymore, it’s a necessity. Before you create a mobile site, ask these questions to help solidify your mobile strategy.
Performance and Scale of Your Experience Cloud Site: With Experience Cloud, you can build a wide range of business-to-consumer (B2C) and business-to-business (B2B) applications. Examples include help forums, self-service portals, partner and channel websites, commerce and ticketing stores, and vaccination and appointment sites. Many of these sites require high user volume and they experience high traffic. We extensively test every standard template, component, and product for performance and scale, but standard capabilities can be extended to build highly customized experiences. Customizations, high user volume, and high traffic, and more can impact a site’s performance. Salesforce offers a range of features focused on supporting performance and scale regardless of your site’s requirements.
Prepare to Promote Your Site and Measure Its Success: Your Experience Cloud site gives you a web presence and helps you connect your business to the people who need it—both inside and outside your company. Generate excitement, awareness, and traffic for your site with a promotional plan, and consider how to measure adoption of your site when it’s live.
Develop a Security Plan for Your Experience Cloud Site: Salesforce has various security settings and permissions you can use when you’re building a site on the Experience Cloud platform. Before you start creating a site, put together a security plan that can help you during the implementation.
Define Your Site Vision and Purpose: Experience Cloud makes it easy to build sites that deliver customer-first experiences—fast! But, before you dive head-first into building your Experience Cloud site, pause for a moment to envision the larger picture of what you want your site to accomplish. What is your website’s primary purpose?
Who Does What in Experience Cloud?: Experience Cloud sites are typically not developed, designed, and maintained by a single person because these tasks require different skills. Depending on the size of your company and scale of your site, you could have some people handle several roles or a dedicated person for each role.
Reports and Dashboards for Site End Users: Creating reports for your site’s end users and giving them the ability to access the reports is a powerful tool. For example, your partners can see reports on leads and opportunities to sell faster. Some reporting capabilities require add-on licenses.
Enable Self-Service with Agentforce: Give your customers an AI boost to help them resolve their issues on your Experience Cloud site. Add an AI agent to your site and define when the agent can start context-aware conversations.
Chatter Features in Aura and Visualforce Sites: Chatter is available in sites built using Aura and Salesforce Tabs + Visualforce templates. While many features that support customer and partner site are available only in Aura sites, some features are available in both types of templates.
Collaboration Features: Enable collaboration features so users in your Experience Cloud sites can collaborate with one another and with employees in your org.
Cross-Cloud Features: Enable cross-cloud features so users in your Experience Cloud sites can access them. Some objects and features available in specific clouds, like Industries and Commerce Cloud, require add-on licenses.
Sales Cloud Features: Enable Sales Cloud features so that your partners can sell products quickly using partner relationship management (PRM) sites in Experience Cloud. Some objects and features, like Commerce Cloud, require add-on licenses.
Service Cloud Features: 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.
Which Performance Tools Do I Need Based on My Experience Cloud Site?: With Experience Cloud, you can build a wide range of business-to-consumer (B2C) and business-to-business (B2B) applications that have different performance and scale considerations and optimizations. This section outlines common scenarios, likely performance issues, and the best tools to optimize performance.
Create Use-Case Driven Sites: Whether you're creating a site for self-service or one for partner vendors, Experience Cloud has the solution to fit your needs.
Manage Users and Data Access: One of the most important administrative tasks is setting up and maintaining your users. Salesforce provides a variety of features and tools that help you ensure that your Experience Cloud partner, customer, and guest users have the right access to data.
Brand Your Identity Experience: Create a branded identity experience by customizing the design of the pages users see when they log in to your site, verify their identity, reset passwords, and self-register.
Brand Your Experience Builder Pages: Each Experience Cloud template comes with its own set of pages for login, identity verification, password resets, and self-registration. You can use Experience Builder to customize your login experience to match your brand.Experience Builder pages are available after you publish your site.
Configure Your Self-Registration Page: After you decide which page type is best for your company, set up self-registration from the Login & Registration page in Experience Workspaces.
Brand Your Pages from the Administration Workspace: Salesforce Customer Identity gives you a point-and-click way to brand the pages that prompt users to log in to your site, verify their identity, reset passwords, and self-register. If you’ve set up login flows, they also use these branding settings.
Customize the Apex Login Controller: Salesforce provides an easy way to customize your login process using the Login Discovery Page, which lets you implement passwordless login. However, if you want even more control over your login process, you can modify the Apex login controllers and use customized Visualforce pages.
Set Up Dynamic URLs with Experience Workspaces: You set up dynamic URLs for your login experience from the Login & Registration page of the Administration workspace. Create dynamic URLs by including a placeholder that resolves at run time. Implement the dynamic URLs for the logo and right-frame content on the pages used to log in, verify identity, reset passwords, and self-register.
Customize Your Forgot Password and Reset Password Pages: You can customize your Forgot Password and Reset Password pages from the Administration workspace. You can also create custom password management pages in Visualforce.
Create a Custom Login Discovery Page: To set up passwordless login with an email address or phone number, create a custom Login Discovery page. With this configuration, your users can self-register and log in with an email address or phone number. Set up your page in Experience Workspaces, and customize your login process with Apex.
Redirect Users to a Custom Logout URL: When your customers log out, they're directed to your site login page by default. To redirect them to a different location, such as your company website or a Visualforce page, specify a custom logout URL.
How Many Experience Cloud Sites Can My Org Have?: You can have up to 100 Experience Cloud sites in your Salesforce org. Active, inactive, and preview sites, including Visualforce sites, count against this limit.
View and Edit Asset Files: You can view asset files in the Asset Files library in Files home, and view and edit asset files in Setup.
Google Apps Overview: Google Apps™ is a suite of on-demand communication and collaboration services hosted by Google and designed for business users. Salesforce integrates key Google Apps services and provides several AppExchange apps that enhance and customize Google-related functionality.
Google Apps: Integrate Google apps like Google Docs and Gmail with Salesforce.
Activate Google Docs in Salesforce: Google Docs™ allows you to create on-demand documents, spreadsheets, and presentations, edit them in your browser, and work together in real time with other collaborators.
Use Google Docs in Salesforce: Use Google Docs™ to create and share on-demand documents, presentations, and spreadsheets (“Google docs”) and see your changes in real time as you collaborate with other users. Because your content is stored within Google, there is no need to manage versions or send attachments by email—simply log in with your Google Apps account and view the current document or its revision history.
Gmail™ in Salesforce: Salesforce offers several options to integrate with Gmail. Your options depend on whether you are using Lightning Experience or Salesforce Classic.
Create Google Apps Accounts: To access the Google Apps services that are enabled in Salesforce, each user needs a Google Apps account on the domain your organization registered with Google. An account includes a username and password that allow the user to log in to all Google Apps services.
Get Started With Salesforce and Google Apps Supported: The Salesforce and Google Apps Supported feature includes a Google Apps Premier Edition account for your organization. In Salesforce, you can create that account or upgrade from an existing Google Apps Standard Edition account to Google Apps Premier Edition.
Implement Agentforce Orchestrator for Experience Cloud: Deliver an autonomous, AI-driven service experience on your Experience Cloud site by implementing the Agentforce Orchestrator. This guide provides the end-to-end roadmap for connecting your customer relationship management (CRM) data, Enterprise Knowledge, and Self-Service agent logic.
Limitations for Autonomous AI on Experience Cloud Sites: Review the mandatory constraints for search and orchestration features to make sure your Experience Cloud site functions as intended and maintains a secure guest user experience.
Manage the Concierge Sidebar: Define the proactive experience for your users. By configuring Suggestion Themes and the Concierge Sidebar, you provide users with "one-click" actions that trigger specific agent topics immediately, reducing the need for typing.
Merge Fields for Experience Cloud Sites: You can personalize the email that you send to Experience Cloud site members by adding merge fields to your email templates.
Apply Role-Based Access to an Experience Cloud Site: Use role-based access to control who does what in a community, portal, or site. Assign roles to your contributors with the level of access they need in a specific experience. A contributor’s access role is specific to an Experience Builder site. A contributor can have different access roles in different sites.
Access Experience Cloud Sites in the Salesforce Mobile App: Accessing Experience Cloud sites from the Salesforce mobile app depends on several factors, including the type of template used to create the site and the licenses and permissions of site users.
Set Up Approvals for External Users in Your Experience Cloud Site: An approval process automates how records are approved in Salesforce. An approval process specifies each step of approval, including who to request approval from and what to do at each point of the process. Customer Community Plus and Partner users in your Experience Cloud site can be assigned as approvers on records or added directly to queues. They can see and take action through the My Approvals and Approval History related lists on the record. Approvals can also be triggered directly from the site’s feed.
Archive a Site: Archive an inactive site so that users can no longer access it. You must deactivate a site before you can archive it.
Considerations for Archiving a Site: Before you archive a site, consider what types of sites can be archived, and the impact that archiving might have on users.
Assign an Audience to a Component: When you assign an audience to a page component, all users see the same page, but the components that are visible on the page differ among user segments. For example, you have a page that’s visible to site members and guest users, and you want your members to be able to post questions and comments. You can add the Feed Publisher component to the page and assign this component to an audience for site members only. Your members can see the component, and guest users can’t.
Considerations for Audience Targeting in Aura Sites: Audiences are a great help when you want to target specific user segments with relevant site content. As you work with audiences, there are some things to consider.
Assign an Audience to a Branding Set: You can tailor your branding to different audiences. For example, you can show one look and feel to your customers and another to your partners.
Prioritize Audiences in Aura Sites: When site visitors meet the criteria for more than one audience, you can prioritize which page variation, branding set, navigation menu, or CMS collection they see. To prioritize audiences, at least two audiences must be assigned to the page variation, branding set, or component variation.
Add a Salesforce CRM Collection to Your Aura Site: To create an attractive and engaging display of CRM object data, add a CRM collection to your Aura site. Create and customize the data layout and record list views by using the CMS Collection component in Experience Builder. If you haven’t created a CRM collection but you want to display object data on your site, you can still add the CMS Collection component as a placeholder.
Add Salesforce CRM Data to Your Aura Site: Enable your users to do more when you share Salesforce CRM data in your Aura site. Create CRM collections in the Content Management Workspace, and customize how your CRM data appears on your site using Experience Builder.
SAML for Experience Cloud Sites: If your Salesforce org already uses SAML single sign-on (SSO) to simplify and standardize your user authentication, you can extend this capability to your Experience Cloud sites.
Authenticate Experience Cloud Site Users: You have several options for authenticating customers and employees in your Experience Cloud site. Customers are users with Community, Customer Portal, External Identity, or partner portal licenses. By default, they can log in with the username and password that Salesforce assigns them for the Experience Cloud site. Your Salesforce org’s employees are users with full Salesforce licensing capabilities. These users follow the employee login flow using their Salesforce username and password. Beyond these default settings, you can configure SAML, third-party authentication providers, or OAuth to authenticate and authorize all users accessing your site. You can also configure self-registration to use Login Discovery, which makes it easier for users to authenticate.
Standard Components for LWR Templates: Standard components are built by Salesforce. Build Your Own (LWR) and Microsite (LWR) templates include record experiences such as Record Detail and Actions Bar (beta availability varies by release). LWR templates also support no-code data binding to dynamically show CRM and CMS data without custom code.
Best Practices for Campaign Marketplace: Looking for best practices and use cases to help you get the most out of Campaign Marketplace? You’ve come to the right place.
Set Up Campaign Marketplace: With Campaign Marketplace, you can provide the structure and guidance necessary for partners to successfully execute campaigns. Channel marketers can create and share marketing campaigns, guidelines, and assets with partners. They can also customize the look and feel of the marketplace and highlight information that is important to partners. Partners can then choose which campaigns work best for them. This feature is available in Experience Builder sites and Lightning Bolt Solutions.
Create a Channel Program: Channel programs help channel managers organize multiple-channel sales organizations. Managers can create programs for different types of partner users, like Resellers, Value Added Resellers (VARs), Distributors, and Managed Service Providers (MSPs). They can also organize partner users based on geography or level of expertise.
Chatter Features in Aura Sites: Chatter is a social network for holding and preserving discussions in a business, customer site, or other enterprise. Site members can use Chatter to engage with your organization, seek expert advice, and revisit relevant discussions. Chatter gives you a direct view into your site, fostering insight and inspiration. In sites, Chatter is often referred to as feeds or discussions. While Chatter is available in sites built using Aura and Salesforce Tabs + Visualforce templates, lots of extra features that support customer and partner site are available only in Aura sites.
Close a Conversation, Poll, or Question in an Aura Site: The question is answered, the topic discussed, the poll decided. What do you do now? You end the conversation. Admins, moderators, and permitted members can close a question, poll, or post in an Aura site. And, if needed, they can reopen it. It’s a nice way to stop the churning on a settled matter.
Verify Answers for Your Company: Sometimes there’s more than one correct answer to a question. Among the correct answers, your company can prefer one course for people to follow. You can highlight an answer that your company endorses by marking it as Company Verified. Questions marked as Company Verified or as Best Answer are copied to the top of the thread under a Top Rated Answers section.
Move Feed Items from One Public Group Feed to Another: In Aura, the Move option on feed item dropdown menus offers a way to relocate feed items from one public group feed to another. Use Move to improve an item’s visibility or to place it in a more relevant context. For example, if a user posts a Sales poll in a Marketing feed by mistake, the poll can easily be moved to the right location. System Administrators, Community Managers, and Chatter Moderators can move posts, polls, and questions.
Pin Posts in an Aura Site: Pin a post to give more exposure to your most critical information. In your site’s group and topics feeds, an authorized user can pin up to three posts to the top of the feed. A pinned post stays in place until an authorized user unpins it. Pinning a post is only available in Aura sites.
Add Rich Publisher Apps to Your Feeds: Customize the Chatter publisher with payloads that are unique to your business process. Add a form to a post; choose from a selection of branding images; add inspiration to your feed with profound quotations. Select from the custom apps your team creates or acquires from AppExchange. Add up to five apps to the Chatter publisher.
Chatter Streams in Aura Sites: Your Aura site members can combine multiple feeds into a stream to create a single point of access to related information. Combine feeds of top contributors or discussions concerning a particular product line. Create a stream that combines feeds from discussions, groups, topics, profiles, and all kinds of objects, like cases, opportunities, and accounts. No more jumping from feed-to-feed to figure out what people are saying. Each member can create up to 100 streams.
Threaded Discussions in an Aura Site: When you talk to people, it’s rarely like a feed, where one person asks a question and everyone else answers. In real life, when one person asks a question, someone answers, and then there's a reply to that answer, and a reply to that reply. With threaded discussions, you can participate in this lively flow in your sites.
Enable Upvotes and Downvotes: Enable upvoting and downvoting in lieu of liking questions and answers in your Experience Cloud site. When you enable upvoting and downvoting, members see an Upvote option under a question or answer and a Downvote option on the question or answer’s overflow menu. The Like option goes away. Upvoting and downvoting are disabled by default in Experience Cloud sites created in Spring ’19 and later.
Enable Clickjack Protection in Experience Cloud Sites: Clickjacking is a type of attack that tricks users into clicking something, such as a button or link, because they perceive it to be safe. By creating hidden iframes pointing to your Experience Cloud site pages, hackers can entice users to click an element that appears to be on a different web page. But instead of the visible element handling the click, the click is hijacked and some element of the invisible site iframe on top receives it. Clickjacking can potentially lead to data intrusion, unauthorized emails, changed credentials, or other malicious site-specific results. With clickjack protection, however, you can secure your site by controlling whether browsers allow frames pointing to your pages.
Add Salesforce CMS Content to Your Experience Builder Site: Use the Digital Experiences App to create, manage, and publish engaging content for your Experience Builder site. Then display your Salesforce CMS content on your Aura or LWR site using Experience Builder tools. When you use Experience Builder sites together with Salesforce CMS, you can keep your brand and content consistent everywhere the content is published.
Streamline Customer Support with Customer Insights: Customer Insights informs support agents working in the Service Console whether the customer has looked at the pertinent documentation. It also shows if the customer has filed a case before calling support. As a result, agents don’t suggest articles that a customer has accessed or open duplicate cases, decreasing customer frustration and improving support.
Considerations When Using Customer Insights: When you enable Customer Insights in your org, you’re allowing data to be gathered from site members and stored in Salesforce. Here are some things to keep in mind when using Customer Insights.
Set Up Customer Insights: Enable Customer Insights in your org and then set it up for each Experience Builder site you have.
Experience Pulse: Experience Pulse displays metrics at the top of Workspaces. Click a metric to open the corresponding report or dashboard for more information or to take action. Customize the displayed metrics or create ones to meet your needs.
Configure Reports for Partner Scorecard: Assigning metrics to a Partner Scorecard is easy, but it’s important to correctly configure the reports. Follow these tips to display accurate information in your scorecard.
Hide Unneeded Visualforce Pages on Your Experience Cloud Site: To avoid exposing pages that don’t reflect your brand or that allow for alternative ways to log in to your site, be aware of these guidelines when configuring Visualforce pages that are part of your Experience Cloud site. Understand the relationship between Experience Cloud sites and Salesforce Sites, their public Visualforce pages, and steps to take for a proper configuration.
Data Model for Peer-to-Peer Conversations in Experience Cloud Sites: Experience Cloud uses Chatter behind the scenes for peer-to-peer conversations in Experience Cloud sites. To keep conversations in your internal org separate from the ones in an external-facing site, each Chatter post or conversation is tied to the Experience Cloud site that it belongs to. If you have more than one external-facing site, the same is true for conversations in each site—each one is tied to the site that it belongs to.
Migrate Peer-to-Peer Conversations to Your Experience Cloud Site: Migrating peer-to-peer conversations from other platforms can be a part of creating an Experience Cloud site. Understand the steps to take before migrating and how to use Data Loader to migrate conversations.
Experience Cloud Cookies: Experience Cloud uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the performance of the Experience Cloud site.
Create an Experience Cloud Site: Create an Experience Cloud site using a wizard that helps you choose a template that meets your business needs.
Configure a Custom Domain for Your Experience Cloud Site: To provide a branded experience for users who access your external-facing Salesforce content, serve your Experience Cloud sites on a domain that you own. With a custom domain, your users access your external-facing Experience Cloud site and its functionality through your branded URL, such as https://www.example.com. Also, with the many-to-many relationship between sites and custom domains, you can serve your external-facing content to meet your branding needs. For example, you can serve content from multiple Experience Cloud sites on one parent website, or serve multiple sites on one domain through custom paths. Because you can serve multiple sites on one domain, custom domains simplify the management of your domains and your corresponding network allowlists. And even if your Salesforce-hosted site URL changes due to a My Domain change, your custom domain remains constant, reducing the number of updates required.
Use a Custom Service Unavailable Page in Your Salesforce Tabs + Visualforce Site: On rare occasions, if your Salesforce Tabs + Visualforce site isn’t available because of a service outage, Salesforce displays a generic Service Not Available page with Lightning Platform branding. You can replace this page with a custom company-branded static resource page for a personalized user experience for your Salesforce Tabs + Visualforce site members.
Add Custom Pages That Don’t Require Login: Within a site, portal, or community created with Experience Cloud, you can have publicly available pages that are accessible without requiring login, making them ideal for landing or marketing pages.
Extend Salesforce to Customers with the Correct Licenses: Buy customer licenses to enable customer-specific functionality in your org. Customer licenses are required to give access to the Customer Account Portal and set up customer users.
Build a Portal with the Customer Account Portal Solution: Set up a custom space where your customers can take care of their needs on their own, and reduce support calls to your company. Admins can set up Customer Account Portal with a few clicks.
Manage Customer Relationships with Experience Cloud: Give your customers a private and secure place to access and update their account information with the Customer Account Portal solution from Experience Cloud. Improve customer relationships and decrease service costs by allowing customers to see and pay invoices. They can also update their account information and search your knowledge base for answers to their most frequently asked questions.
What’s Your Customer Account Portal Strategy?: The type of customer account portal you create depends on your business needs and what you want to accomplish. For example, an insurance company has a different strategy from a clothing retailer.
Customize Salesforce Tabs + Visualforce Sites: Update basic site settings like your site URL, site name, members, login options, and general preferences in the Administration tile of Experience Workspaces.
Brand Your Salesforce Tabs + Visualforce Site: If you’re using the Salesforce Tabs + Visualforce template, you can customize the look and feel of your site in Experience Workspaces. You can add your own logo, colors, and copyright so that your site matches your company's branding and is instantly recognizable to your site members.
Customize Email Sent from Experience Cloud Sites: You can customize email sender information and Chatter email branding. You can also customize email templates, such as templates for welcoming new members and resetting members’ passwords. Decide how Salesforce sends emails for users with unverified email domains, and customize email templates in the user interface.
Configure Settings in Your Administration Workspace: Configure settings in your administration workspace, and enable other optional features in your Experience Cloud site such as user nicknames, guest access, private messages, direct messages, content flagging, and reputation levels.
Web Analytics and Reporting in Experience Cloud Sites: When you invest in creating a site, community, or portal, you want to measure your investment’s performance and gain insights on how you can improve your site’s engagement. Having site web analytics and data with reports and dashboards at your fingertips can help you iterate your site’s direction. Use Salesforce and third-party analytics tools to stay up to date on your site’s engagement numbers. Some reporting capabilities require add-on licenses.
Bind Data to CRM Record Detail Pages in Your LWR Site: Data-bound components used on CRM record detail pages automatically populate with content saved in Salesforce CRM data in records. Map fields in the component property panel to fields in the CRM records.
Bind Data to CMS Content Pages in Your LWR Site: Data-bound components used on CMS content pages automatically populate with content saved in Salesforce CMS. Map fields in the component property panel to fields in CMS content.
Nest Content Components in Your LWR Site: Nest content components within layout components on your LWR site to showcase more content from your Salesforce CMS. Create eye-catching content displays by nesting components that use data binding.
Create a Global Action to Let Partners Register Deals: Create a global action to allow partners to register deals from Experience Cloud sites. Partner Central comes with a Quick Create button that you can add the global action to so partners can register deals.
Configure Deal Registration in Partner Central: Deal registration programs involve resellers registering deals with their vendor. Vendors in turn provide extra margins to the reseller for providing early pipeline visibility for these deals and keeping out competitors. Once a deal is registered, other resellers or your direct sales team can’t compete for the registered deal.
Customize Partner Central for Deal Registration: Partner Central comes predesigned to support deal registration. Use the Quick Create button to share a global action to submit registered deals. The template contains lead and deal list views for partner users.
Customize the Device Activation Email Template: Customize the email you send to verify a user's identity when they access your Experience Cloud site from an unfamiliar browser, application, or IP address. The email includes a one-time password (OTP) that users enter to verify their identity. Change the look and wording of the email to match your brand.
Customize the Email Address Change Template: You can customize the email template you send to users when they change the email address they use with Salesforce. Change the look to match your brand and the wording of the message.
Enable Digital Experiences: Enabling digital experiences is the first step to creating an Experience Cloud site, whether you’re building a community, portal, help center, or website. You also need to enable digital experiences when setting up Commerce Cloud, Financial Services Cloud, Health Cloud, and Work.com.
Enable Chatter Questions in Your Experience Cloud Site: Chatter Questions helps you promote engagement by giving users the ability to ask and answer questions in their Chatter feed, in groups, and in records. Members in your users’ groups and Experience Cloud sites can answer questions in Chatter just as they would comment on a Chatter post. Users in sites built on the Customer Service template can also attach files to questions.
Enable and Map Dashboards: Use dashboards in Experience Cloud sites to measure their success. You can even map a dashboard to the Experience Workspaces Home page. Map custom dashboards or use the ones provided in our AppExchange package.
Enable Direct Messages in an Aura Site: Allow members to send direct messages to start a private conversation with up to 16 people, including the sender. Direct messages are supported in all Aura sites and in Lightning Bolt Solutions, such as the Lightning Partner Management solution.
Limit Files in Your Experience Cloud Site: Restrict the size and types of files that your members can upload. This list of file types lets you control what your members upload and also prevents spammers from polluting your Experience Cloud site with inappropriate files.
Enable Ideas in Your Experience Cloud Site: Ideas enable a group of users to post, vote for, and comment on ideas. Enabling Ideas provides an online, transparent way for you to attract, manage, and showcase innovation.
Enable Leads for Visualforce Sites: If you are using the Salesforce Tabs + Visualforce template, enable leads for partner users in your Experience Cloud site so that they can access and create leads in your sites.
Enabling More Features for Partner Relationship Management: Enable more features for channel managers and sales partners. Channel managers can monitor channel business from the Channel Management Console, and access predesigned reports and dashboards for following partner activity. Channel managers can also train partners with the resources and content that drives growth for your business using Partner Enablement and In-App Guidance. Partners benefit from a slew of sales features that help them sell more efficiently. Considering enabling Einstein Lead Scoring, Einstein Opportunity Scoring, Contact Intelligence View, Lead Intelligence View, and Pipeline Inspection for partners. Plus, everyone can stay in touch easily using the PRM for Slack app.
Enable Other Salesforce Features in Experience Cloud Sites: Experience Cloud offers a platform to expose Salesforce features and functionality to site members. For example, enable Salesforce Knowledge so customers can view knowledge articles in your site. Enable case feeds to facilitate discussions over customer cases. There’s also Chatter Questions, direct messages, Question-to-Case, and field service data.
Encrypt Experience Cloud Site Data: You can add a measure of security to your Experience Cloud sites by encrypting files, attachments, and supported fields.
Work with Files in Your Experience Cloud Site: Customize Salesforce Files settings and understand file sharing and visibility to get the most out of Files in your Experience Cloud site.
Display Optimized Images on Mobile Devices: Asset file images are optimized for mobile display in Experience Cloud sites. Mobile-optimized image display creates a version of images that is better suited to a small screen and slower connection. This preference, which is enabled by default, lets customers who use file assets in sites see logos and product images faster on mobile devices.
Make Files on Records Visible to Customers: The Customer Access toggle on a file’s sharing detail page lets you decide when customers can see individual files on records.
Display Images Faster on All Devices: When guest users visit your site, cached images are optimized to best suit the user’s phone, tablet, or desktop computer. Image optimization makes your site’s pages load faster, which creates a better browsing experience for your visitors.
File Visibility and Sharing in Experience Cloud Sites: When sharing and viewing files, context matters. Experience Cloud site files are tied to the site context in which they’re created or uploaded, with a few exceptions.
Gamification: Use gamification tools, like Recognition Badges and Reputation, to keep your members engaged in your site. To add gamification features, make sure that Chatter is enabled for the site.
Use a Grid Component to Show Enhanced CMS Collections and List Views in LWR Sites: The Grid component dynamically populates with data that’s saved in enhanced CMS collections and record list views. After you pick a data source, you add a content component within the grid to show the content that you want. The component provides data binding and pagination logic.
Configure Features with Guided Setup: Guided setup walks you through setting up visibility, processes, workflows, record types, layouts, and assignment rules for Salesforce features. From start to finish, guided setup leads you through each step with easy-to-follow directions and navigable links to settings pages.
Customize the Headless Registration Email Template: When you configure headless registration for an off-platform app, you can customize the one-time password (OTP) email that users receive to verify their identity. Edit the default email template to match your company’s branding. Keep in mind that this email template is only for headless registration in an app outside of the Salesforce platform. It isn’t designed for users registering or logging in to an Experience Cloud site.
Change from Help Center to a New Template: Changing from a help center template to another template type is a simple process in itself. But the complexity increases with the things you must consider and actions you must take before you make the change. The complexity of a template change varies according to how much original help center content and configuration you want to preserve in the new template. Keep in mind that Salesforce partners have considerable experience with making template changes and can assist you with this process.
Create a Help Center: Set up a help center to give guest users access to the knowledge articles that you choose. Help users find solutions, and give them a way to contact you when the answer isn’t available. This topic is for you if your org uses Classic Knowledge.
Give Customers Access to Your Knowledge Base Through Help Center: A help center is a public-access, self-service site that makes it easy for people to find answers for themselves. Instead of filing cases through customer support, visitors find the information they need from the articles that you make available from your knowledge base. You reduce the load on your customer support team, and folks get the satisfaction of finding their own solutions.
Help Center Set Up Tasks: Help Center is designed with self-service in mind. The Help Center template comes with components and pages that you can use as-is or customize to suit your needs.
Help Center Template Pages: The Help Center template offers a public-facing, self-service portal where guest users can search your knowledge base for answers to their questions. It reduces the load on your customer support staff and gives customers the satisfaction of finding their own solutions.
Show or Hide Components on Mobile, Tablet, or Desktop for Enhanced LWR Sites: Improve the readability of your site by hiding unnecessary components. In enhanced LWR sites, site builders can customize which components are shown or hidden for each device type—mobile, tablet, or desktop. Components are shown by default.
Insights for Engagement: Insights are reports that help community managers monitor activity and take action on that activity. Insights make it easier to manage day-to-day moderation tasks, encourage engagement, and drive member adoption. You can set up Insights to monitor new members, unanswered questions, newly created groups, trending topics, and even recent Chatter contributions. The main difference between Engagement Insights and dashboards are that Insights let you take immediate action on recent activity in your Experience Cloud site, and the reports in dashboards let you see trends.
Triggering Journeys Based on Audiences: You can select a set of users—an audience—and put them into a journey. Your audience can be specific and include, say, a user who purchased a certain product and posted within the last 30 days.
Experience Cloud Journey Data Model: When you create an Experience Cloud journey, you choose whether to add user or contact data. To avoid unintentionally sending emails to people who have opted out, you must stay consistent. There are also some event trigger and tracking limitations.
Email Preferences: The Unsubscribe link at the bottom of a Marketing Cloud Engagement email opts the person out of all further emails from that instance of Engagement. If you want users to be able to unsubscribe from site emails without unsubscribing from other brand or company emails, some setup is required.
Experience Cloud Objects for Creating Member Journeys: Most, but not all, Experience Cloud objects can be used for creating journeys. This list includes the available objects along with a description, their eligibility status, API object, and use cases (as appropriate).
Determine If an Object Can Trigger Journeys: Before you create an event-based journey, check that the object you want to use works. This test helps you identify available objects.
Experience Cloud and Integrating with Journey Builder: Journey Builder in Marketing Cloud Engagement helps you create personalized journeys for your site based on triggering events or geared for specific audiences. Greet new users with rich content emails, send reminders to users who need profile pics, or schedule follow-up emails for users who log a case. To use this feature, you must have both Experience Cloud and Marketing Cloud Engagement licenses.
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.
Hide Fields in Lightning Knowledge Search Results: When you display Knowledge search results in a grid layout, you can adjust the Knowledge search layout for different user profiles. Use this capability to hide some of the information that’s returned in results from different user profiles.
Choose a Landing Tab: If you are using the Salesforce Tabs + Visualforce template, you can select a landing tab for your site.
Create Assignment Rules for Lead Distribution: Assignment rules allow you to automatically apply criteria to sort, queue, or act on leads. For example, use assignment rules to automatically assign leads to the lead inbox queue for Partner Central.
Configure Lead Distribution in Partner Central: Automatically pass on leads acquired from your web site, marketing campaigns, or referral programs using lead distribution. Partner Central lets you share a common pool of leads with your channel partners on a partner site using the lead inbox.
Create a Queue for Lead Distribution: Create a shared queue of leads and add partners to the queue. A queue is a special type of list view that you can quickly share with multiple users, groups, and roles. In fact, creating a queue automatically creates a list view in your org. Queues and their corresponding list views both have visibility settings that allow you to share contents with partner users in your Experience Cloud site.
Create Page Layouts for Lead Distribution: Use page layouts to control field visibility and behavior for different types of users and sales processes. There are likely fields on the deal registration that the company may not wish to expose to partners.
Create Page Layouts for Deal Registration: Use page layouts to control field visibility and behavior for different types of users and sales processes. There are likely fields on leads that you might not want to expose only to channel managers and not partners.
Create Lead Record Types for Lead Distribution: Create a lead record to track sales leads that you pass to partner users. Record types help you differentiate between sales leads and registered deals, assign specific page layouts for different processes, and simplify reporting for each type of record.
Create Lead Record Types for Deal Registration: Create a lead record type to track deals submitted by partners in Experience Cloud sites. Record types help you differentiate between sales leads and registered deals, assign page layouts for each profile for deal registration, and simplify reporting by lead record type.
Customize Partner Central for Lead Distribution: Partner Central comes predesigned to support lead distribution. Verify that the Lead Inbox component works with your lead queue and list view and test the lead distribution process.
Lead Distribution and Deal Registration: Experience Cloud sites provide an incredibly robust and flexible set of tools to manage both inbound and outbound leads. Use Partner Central to implement lead distribution, lead monitoring, and deal registration with a few clicks of a button.
How Experience Cloud Uses Lightning: There’s lots of Lightning striking Salesforce these days and it can be tricky to know how it all works together. Here's the rundown.
Partner Central—Build Lightning Partner Sites: Quickly set up a custom, branded space where you can invite your partners and work on driving channel sales and marketing together. The Lightning Partner Central solution is optimized for channel managers and partners to collaborate on and track sales data. A simplified setup combined with rich branding and a responsive UI lets you quickly build an exclusive online experience for your partners.
Actions Bar Considerations in LWR Sites: With the Actions Bar component, users can take action on Salesforce data directly from your LWR site. But before you add actions to LWR sites, it’s important to understand the limitations.
Considerations for Using Flows in LWR: Using flows in your LWR sites lets you automate your business processes and use the versatility of Flow Builder to your advantage. But before you implement flows in your LWR sites, it’s important to understand the limitations.
Assign Screen-Responsive Property Values in Custom Components in Enhanced LWR Sites: Specify different values for desktop, mobile, and tablet displays for string or integer property types in custom Lightning web components in enhanced LWR sites. With screen-responsive properties, the component uses the correct property value based on the end user’s screen size.
Generate a Manual Sitemap Refresh for Your Experience Builder Site: When you go live with a new Experience Builder site or make significant updates to an existing one, you can generate a manual sitemap one time every 24 hours outside of the weekly automatic sitemap refresh.
Create a Partner Fund Allocation: Allocate Market Development Funds (MDF) or co-op funds to channel partners from an existing budget. Allocations are associated with budgets and channel partners to track budget usage.
Configure Partner Fund Allocations: Configure partner fund allocation for your partner site to make funds available to your partner users. Channel account managers can create and update funds and track fund activity.
Customize Page Layouts for Partner Fund Allocations: Page layouts control field visibility and behavior for different types of users. Channel account managers need to create and update allocations, but the company may not wish to expose some information about allocations to partner users.
Create a Market Development Budget: Channel account managers can create budgets for specific vendor groups based on location, type of funds (Market Development or co-op), or by channel programs. Using custom lookup fields, they can also associate budgets with marketing campaigns.
Configure Market Development Budgets: Configure Partner Marketing Budgets so that channel account managers can access them. Set up workflows to streamline the approval process.
Customize Page Layouts for Partner Marketing Budgets: Page layouts control field visibility and behavior for different types of users. Channel account managers must create and update budgets. The company may not want partner users to have access to budgets.
Configure Partner Fund Claims: Configure Partner Fund Claims so that partner users can claim funds for reimbursement after running a marketing campaign. Channel account managers can approve or reject the claim.
Customize Page Layouts for Partner Fund Claims: Page layouts control field visibility and behavior for different types of users. Partner users submit fund claims and channel account managers approve and reimburse them.
Market Development Funds: Drive demand for your products and provide incentives to partner users by offering market development funds as part of your channel marketing program. Create marketing budgets, allocate marketing funds or co-op (accrued) funds to channel partners, streamline fund requests, and process fund claims using Market Development Fund (MDF) features. Channel account managers can get a full audit of MDF activity, including fund requests and claims approval.
Create a Partner Fund Request: Partner users can request funds before marketing a vendor’s product or service. Channel account managers can approve the fund request. Fund requests are associated with channel partners, allocations, and campaigns to track how allocated funds are used.
Configure Partner Fund Requests: Configure Partner Fund Requests so that partner users can request funds for marketing campaigns and channel account managers can approve or reject the requests.
Customize Page Layouts for Partner Fund Requests: Page layouts control field visibility and behavior for different types of users. Partner users submit fund requests and channel account managers approve them.
How Do Experience Cloud Forms Connect to Marketing Cloud Engagement?: You can connect a microsite to a Marketing Cloud Engagement data extension using the Marketing Cloud Form component. Contact information is gathered from your Experience Cloud sites and then sent to Engagement. The data that is collected from your site is momentarily stored in the Salesforce Core infrastructure and then sent to your data extension. The data transferred this way is only stored in Salesforce Core infrastructure for as long as it takes to call Marketing Cloud Engagement API.
Connect a Form Component to Marketing Cloud Engagement: Using the Marketing Cloud Form component, you can capture customer information from an Experience Cloud microsite and send it directly to a Marketing Cloud Engagement data extension. Built on the powerful LWR platform, this form component gives you the tools to easily collect contact information and the flexibility to store data where it best serves your company.
Create Special Purpose Websites with Microsites: Microsites are useful for everything from event pages to lightweight websites. Using the Microsite template, you can create a site with built-in navigation and layout components that are responsive and easy to customize.
Create a Microsite: Create your microsite using the Microsite template and customize the existing components to fit your company needs. Microsites run on the Lightning Web Runtime (LWR) platform so you can create beautiful, efficient websites.
Deploy A Full Experience Cloud Site with Change Sets: Use change sets to move your Experience Cloud site between related orgs that have a deployment connection, such as your sandbox and production orgs. Create, customize, and test your site in your test environment and then migrate the site to production when testing is complete.
Deploy Your Experience Cloud Site with Change Sets: Use change sets to move all or part of your Experience Cloud site between related orgs that have a deployment connection. You can use the Network component type to move any full Experience Cloud site. Or, you can use the Digital Experience component type to move partial site content for enhanced LWR sites.
Deploy Partial Experience Cloud Site Content with Change Sets: Use change sets to move individual Experience Cloud components and content between related orgs that have a deployment connection, such as your sandbox and production orgs. Create and test changes in your test environment, and then migrate only those changes to production when they’re ready.
Migrate a Koa or Kokua Site to a New Template: The Koa and Kokua templates are retired, and you can no longer use them to create site. Salesforce supports existing sites built with Koa and Kokua, but we recommend migrating to newer templates. The new templates provide richer support for Salesforce Knowledge and case management, and they also receive updates and new features with each release.
Deploy an Experience Cloud Site from Sandbox to Production: We recommend creating, customizing, and testing your Experience Cloud site in a test environment, such as a sandbox, before deploying it to your production org. When testing is complete, you can use change sets or Metadata API to migrate your site from one org to another. Deciding whether to use change sets or MD API depends on several factors. Some things to consider are the complexity of the changes that you’re migrating, your level of comfort with developer tools, and the application lifecycle management (ALM) model that you’re using.
Deploy Your Experience Cloud Site with the Metadata API: Use Metadata API to move your Experience Cloud site from one Salesforce org to another. Set up and test your site in your test environment, and then retrieve the site’s data and deploy it to your production org.
Missions: Game mechanics, such as using badges, are a great way to get your users involved in your Experience Cloud site. However, assigning badges manually can be time consuming. Instead, use the Missions feature to assign members badges automatically. Community managers have their say in what action earns a badge and when it can be awarded, and then Missions takes care of the rest. And members can see which badges they haven’t yet earned, inspiring action.
Create a Mission: Create a mission, choosing an action, threshold, and badge, to automatically give badges to your members.
Display Unearned Mission Badges: Inspire members to participate more in your Experience Cloud site by showing them the badges they can earn. You can display the unearned badges in the member’s recognition badges list.
Set Up Apex Triggers for Flagging Items: Use triggers to create custom advanced moderation logic that automatically flags items in your Experience Cloud site.
Experience Cloud Site Moderation Strategies and Tools: Moderation allows you to empower members of your Experience Cloud site to monitor content and ensure that it’s appropriate and relevant. Set up rules to automate moderation and do the heavy lifting for you.
Track Experience Cloud Site Activity with the Moderation Overview Page: Moderation Insights are arranged in clickable tiles on the Moderation Overview page in Experience Workspaces. View the entire picture of your site’s moderation activity at a glance and take action on day-to-day moderation tasks.
Assign a Moderator: Make one or more people moderators in your Experience Cloud site so they can keep an eye on its content.
Review and Approve Posts and Comments in Your Experience Cloud Site: Moderation rules to review and approve content ensure that non-compliant and inappropriate content isn’t immediately visible to everyone in your Experience Cloud site. Posts and comments pending review aren’t displayed in the feed; only the author and moderators can see pending posts and comments in the feed. An author can see a pending comment on a pending post only if the author posted both. After you set up the rules, moderators can approve content directly in the feed and in Experience Workspaces.
Create Rules to Moderate Your Experience Cloud Site: Moderation rules help protect your site from spammers, bots, and offensive or inappropriate content. Create and modify rules for your Experience Cloud site to moderate member-generated content. Each rule specifies the member-generated content the rule applies to, the criteria to enforce the rule on, and the moderation action to take.
Experience Cloud Site Setup Checklist: Building an Experience Cloud site is the result of research, mapping of goals, and defining your audience. At the same time, you must have all your ducks in a row so the actual implementation process is seamless. You know your org best, but use this general checklist to help you organize what you need for site.
Switch Between Your Salesforce Org and Your Experience Cloud Sites: If you use Experience Builder sites and Lightning Experience, use the App Launcher to switch back and forth between your Salesforce org and your Experience Cloud sites associated with it. If you use Tabs + Visualforce sites and Salesforce Classic, use the global header. You can embed a site URL directly into buttons or links. You can also redirect a user to another site or to a specific page within another site.
Customize the One-Time Password Email Template: You can customize the email that you send to external users to verify their identity with a one-time password (OTP). The email includes a verification code that users enter to prove their identity. Control how you communicate with your customers and partners by rewording the email that comes with the verification code.
Customize the Passwordless Registration Welcome Email Template: If you use passwordless registration for your Experience Cloud site, users receive a welcome email containing a one-time password (OTP) when they sign up. To tailor this email for your company’s brand, use a custom email template.
Experience Cloud: Salesforce Experience Cloud lets you create branded digital experiences to share information and collaborate with people who are key to your business processes, such as customers, partners, or employees. Whether you call it a portal, help forum, support community, or something else, an Experience Cloud site is a great place to connect with the important folks in your life.
Set Up the Channel Manager Role: Channel managers are internal users who manage your partner accounts and partner users. Before setting up a partner site, identify an internal user to play the channel manager role.
Create Partner Accounts: Add each company with which you partner to Salesforce as a business account. We recommend that channel managers create partner accounts so they can view all partner data.
Disable Partner Accounts: You can't delete partner accounts, but you can disable them. Disabling a partner account disables partner users associated with the account. We recommend disabling a partner account only if the account was accidentally enabled for site access.
Prep Your Org for a Partner Site: You’ve bought your partner licenses and have partner functionality enabled in your org. You’re ready to collaborate with your partners and start closing deals together. Before you actually create a partner site, work with your channel manager to create partner accounts and users, assign partner roles, and manage permissions.
Assign Leads to Partners: You can assign leads to partners or allow partners to drive their own lead queue.
Assign Tasks and Events to Partners: If you have added a calendar to your Experience Cloud site, you can add events to it. Partner users with the Edit Events permission can create and edit their own events. Also, with the appropriate field-level security settings, partner users can view and create activities related to leads or opportunities.
Assign Cases to Partners: Assign cases to partner users so they can view, modify, and update case information.
Enable Partner Functionality in Your Org: Buy partner licenses to enable partner functionality in your org. Partner licenses are required to use the Lightning Partner Central community template, set up partner accounts, and create partner users in your org.
Manage Partner Relationships with Experience Cloud Sites: Experience Cloud sites are a powerful tool for partner relationship management. Invite partners to a site and share CRM data with them to drive channel sales and marketing. Create a shared pool of leads and pass them to partner users in the site. Configure deal registration to allow partners to submit qualified deals, minimize channel conflict, and get early pipeline visibility. Use the power of Lightning and Salesforce and drive your bottom line together.
Migrate from a Partner Portal to an Experience Cloud Site: Salesforce recommends that you migrate from partner portals to Experience Cloud sites. Portal licenses are supported in Experience Coud sites so you don’t need to switch licenses.
What’s Your Partner Experience Cloud Site Strategy?: The type of partner site you create depends on your business, your channel sales program, and the tiers within it. For example, the strategy for a hardware manufacturer with a few partners is different from that of an insurance company with a large agent network.
Assign an Audience to a Component Variation: Use audiences to vary the content that users see within the CMS Collection, Navigation Menu, or Tile Menu components. For example, show one navigation menu to your site members and a more abbreviated navigation menu to guest users. Or show different CMS content to internal employees and external partners.
Manage Channel Program Members with Sharing Groups: Use sharing groups to manage Channel Program members. When new partner users join a team, you can add them to a Channel Program Member group. You can also move partner users to another group when they are promoted, demoted, or transitioned to a different area of expertise.
Manage Channel Partnerships with Channel Programs and Levels: Use channel programs and levels to organize and manage channel partners. Within each program, you can group partners into levels, such as bronze, silver, and gold, and promote them based on performance. Use sharing groups, audience targeting, and sharing settings to manage access to resources based on program or level.
Create Channel Program Levels: Motivate partner users to meet Key Performance Indicators (KPIs) using program levels. Create multiple levels within a program, and assign each partner user to a level that is based on their performance. Different levels can offer different incentives. For example, the Gold level can provide access to market development funds, which can be used to help the partner make more sales. Channel program members assigned to the Silver level can work toward the Gold level to gain access to market development funds.
Activate Your Site: Activate your site to make it accessible to members. The result of activation differs depending on whether you have a Salesforce Tabs + Visualforce site or a Lightning site.
Recognition Badges: Acknowledge your members’ accomplishments or celebrate with them using recognition badges. To add this feature to your site, make sure that Chatter is enabled for the site.
Configure Who Can Create Recognition Badges: Use permission sets, our recommended method, to choose which members can create recognition badges. Restricting who can do so helps control the number of badges in your site and maintains the value of a badge.
Configure Who Can Assign Recognition Badges: Use permission sets, our recommended method, to choose which members can assign recognition badges. Restricting who can do so helps control the number of badges in your site and maintains the value of a badge.
Recognition Badges Limitations: While Recognition Badges are a great way to keep your members involved in your site, keep a few things in mind when you use them.
Create, Edit, and Delete Recognition Badges: In addition to the four default badges, you can create your own to fit the needs of your site. You can edit both the default badges and your custom badges.
Delete Assigned Badges: Sometimes badges are assigned to a member by mistake. If you gave the badge, you can delete it from the member’s profile page.
Manage Who Can Assign a Specific Recognition Badge: Controlling who can assign a recognition badge helps make sure the right badges are awarded to the right members. For example, you can set it up so that only community managers can assign MVP and VIP badges.
Recognition Badges Setup: With just a few steps, you can set up Recognition Badges for your site and restrict who can create and give badges.
Enable WDC Thanks: Recognition Badges are based on the WDC Thanks feature. Enable this feature plus the ability to restrict who can create badges before continuing in your setup.
Customize Recommendations in Experience Cloud Sites: Create recommendations to drive engagement for your Experience Cloud site, encouraging users to watch videos, take trainings, and more. Target specific audiences and use channels to specify locations for the recommendations.
Create Audiences for Your Recommendations: Create audiences of new members or use the API to manage customized lists of audience members for your custom recommendations.
Rename the Chatter Tab: Most likely, many of your Experience Cloud site members use the Chatter tab as their home base. You can customize it to meet your company's branding.
Report on Experience Cloud Sites with AppExchange Packages: The Salesforce Communities Management packages give community managers an essential starter set of dashboards and reports to keep tabs on activity and engagement directly in Experience Workspaces.
Allow External Users to Create and Edit Reports: Partner and customer users can create, delete, and edit reports in their own personal folder or, with sufficient permission, in a privately shared folder. Grant partner and customer users permissions to create and edit reports through their profiles or permission sets. After you grant the required permissions, partners and customers can use the drag-and-drop Report Builder tool.
Use Reporting in Experience Cloud Sites: Use reporting to see short-term and long-term trends in various areas of your Experience Cloud site. The preconfigured AppExchange package makes reporting a snap for community managers. You can also give the power of reporting to your members.
Set Up Reputation Levels: Update the default reputation levels to meet your Experience Cloud site’s needs and help motivate your members.
Reputation Overview: Your reputation in the Experience Cloud site directly corresponds to how active you are. The more you post, comment, and share, the higher your reputation level is. This feature requires Chatter to be enabled for the site.
Set Up Reputation Points: Set up a point system to reward users for participating in the Experience Cloud site.
Experience Cloud Resources: Learn more about Experience Cloud with helpful videos, guides, and blog posts. Or hit the trail with modules and projects on Trailhead.
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.
Track Performance with Partner Scorecard: Channel account managers can measure partner users’ performances and establish benchmarks for their channel programs using partner scorecards. You can customize partner scorecards to display any report summary results that your channel account manager or executive team wants to see. Add multiple scorecards to track more than one category. Partner scorecards are available in Lightning Bolt Solutions.
Enable Search Autocomplete for Guest Users: Sometimes you want your Experience Cloud site’s guest users to benefit from the suggestions that come from autocomplete on their search terms. To make it happen, you must explicitly make result types publicly available. For example, when you want guest users to see suggestions for Knowledge articles, you can set up your search component so that Knowledge results are public. After you set up autocomplete, search shows any Knowledge articles that match a guest user’s search terms in autocomplete suggestions.
Set Up CMS Content Search in an LWR Site: In enhanced LWR sites, visitors can search for CMS content published from enhanced CMS workspaces. Visitors can also search for content within the Rich Content Editor and HTML Editor components, as well as within page title metadata. Use the Search Bar and Results Layout components to add the search functionality to your enhanced LWR site.
Secure Your Experience Cloud Site: You can help keep your Experience Cloud site more secure by enabling clickjack protection, authenticating users, encrypting data, and protecting against malicious resources and vulnerabilities in components using CSP and Lightning Locker. These options allow you to maintain the security of your site while still using the external sources you need. In addition, you can use various settings and permissions to protect your data and your customers’ data, and publicly share the site with guest users.
Where to Allowlist Third-Party Hosts for Experience Builder Sites: Regardless of your security level, you must allowlist all non-script resources such as images, style sheets, and fonts that are hosted outside your Experience Builder site. And if you reference external JavaScript files in your site, you must allowlist these remote hosts.
CSP and Lightning Locker in Experience Builder Sites: Experience Builder sites use Content Security Policy (CSP) and Lightning Locker to secure your site from malicious attacks and custom code vulnerabilities. CSP is a W3C standard that controls the source of content that can be loaded on your site’s pages and helps protect against cross-site scripting (XSS) attacks. Lightning Locker is a Salesforce architectural layer that allows third-party Lightning components and custom code to run safely on the same page in the browser. With different levels of security, you can optimize your site security choices and tolerance for risk.
Select a Security Level in Experience Builder Sites: Choose a security level to control whether scripts can be executed from your Experience Builder site and whether third-party components and custom code can share data.
CSP and Lightning Locker Design Considerations: Whether you’re an administrator, content manager, or developer, be aware of the impact of the different security levels on your Experience Builder site. This impact can be far-ranging and unexpected.
Customize the Self-Registration Apex Controller: For even more control, you can customize how customers and partners register for your site by modifying the default self-registration controller or by replacing it with your own custom controller. You can customize the self-registration controller regardless of which page type you're using.
SEO for Experience Builder Sites: Search engine optimization (SEO) ensures that your public Experience Builder site is visible to search engines. SEO helps customers, partners, and visitors find your content via online search.
Create a Custom robots.txt File for Your Experience Builder Site: The robots.txt file for your site is automatically generated. It allows search engines to crawl your entire site. However, if you want to tell search engines not to crawl certain pages of your public site, you can create a custom robots.txt file.
Enable GEO to Make Site Pages More Discoverable by AI: To make public site pages more discoverable by AI-powered search engines and enhance the precision of generated answers, enable generative engine optimization (GEO) in Experience Builder. When you enable GEO, AI bots can request content snapshots of your site’s pages to generate answers more effectively.
Make Objects Available for SEO: When you make your site public, search engines can index the pages of your Experience Builder site. However, to ensure that you don't expose sensitive data, the data displayed by objects on those pages aren’t public. Instead, you must specifically make those objects and their associated fields publicly available for indexing by search engines.
Identify Your Preferred Domain to Improve SEO Results: By default, your site is available on the *.my.site.com or *.force.com domain, but you can add a custom domain so that your site URLs reflect your company brand. However, multiple domains for the same site, meaning *.my.site.com, *.force.com, and custom domains, can dilute search engine results and lower page ranking. If you have multiple domains, identify which domain to use for crawling and indexing your site’s pages.
Reassign the Scheduled Jobs that Generate an Automatic Sitemap Refresh: To generate an automatic sitemap refresh, Salesforce uses an automated process called scheduled jobs. An automatic sitemap refresh requires two scheduled jobs that are associated with the account of the user who most recently published that site. If that user’s account is deactivated, the scheduled jobs can’t run, and your sitemap no longer refreshes automatically. To resume automatic sitemap refreshes, reassign the scheduled jobs that refresh the sitemap to an active or automated user account.
Set Up Your Experience Builder Site for SEO: Setting up SEO for your Experience Builder site includes a series of tasks that you perform in Salesforce and in the site. From identifying your preferred domain to determining which objects to make public, we’ve got you covered.
Provide Search Engines with Fresh Content Snapshots: Experience Builder sites in your production org use the Content Snapshot service to generate SEO optimized HTML for web crawlers such as Googlebot, and content sharing platforms such as Facebook. The concept is common to single-page application frameworks known as dynamic rendering. Salesforce takes a snapshot when you make changes to your site’s publicly available content. This functionality works well for most updates. But let’s say you update a page with time-sensitive information, such as price changes for a flash sale. Instead of waiting, you can take a manual snapshot once every 24 hours to refresh the page content served to search engines.
Administer Your Experience Cloud Site: After creating your Experience Cloud site, take care of administrative tasks such as adding members, securing your data, defining what records are shown in your site and to whom, and enabling other features such as SEO.
Set Up and Configure Your Org for Experience Cloud Sites: Before setting up your first Experience Cloud site, complete a few tasks in Salesforce Setup to prepare your org for customer- and partner-facing sites. From enabling digital experiences to selecting the correct org settings, we’ve got you covered! The steps you take when preparing your org for Experience Cloud sites are the same you take when setting up sites for Commerce Cloud, Financial Services Cloud, Health Cloud, and Work.com.
Sharing CRM Data in an Experience Cloud Site: Sharing CRM data in an Experience Cloud site can seem like a daunting task. You need to consider the various layers of sharing data in an internal Salesforce org, and then add the extra security layers included in a portal or community implementation. Here’s a cheat sheet of all the resources you need when setting up data sharing for your Experience Cloud site.
Experience Cloud Site Statuses: Experience Cloud sites can have one of these statuses: preview, inactive, active, and archived.
Change Your Experience Cloud Site Template: If you use the Salesforce Tabs + Visualforce template, you can change your template to an Aura template or any installed Lightning Bolt Solution in Experience Builder. Changing templates isn’t available in LWR sites.
See Your Site’s Topics and Subtopics in One Place: You’ve gone through the exhaustive task of adding topics and various levels of subtopics to your Experience Cloud site’s content. Now you want your site 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 site’s topic catalog.
Manage Topics in Experience Cloud Sites: As the number of topics in an Experience Cloud site grows, curate them to improve usability. You can create, merge, rename, enable for content, and delete topics in one convenient location.
Add Topics to Articles or Remove Them: Easily add multiple topics of any type to specific articles, or quickly remove them as your Experience Cloud site’s needs change.
Automatically Assign Topics to Articles: Transport all your hard work of organizing Salesforce Knowledge in your Experience Cloud site, and boost SEO for your Knowledge articles, by mapping topics to data categories. All articles published with a specific data category are tagged with the topics you specify. Articles added to the data category in the future are also tagged. All articles with assigned topics are included in search results.
Set Up Content Topics: Content topics organize your original content around common themes for your Experience Cloud site.
Set Up Featured Topics: Featured topics highlight current, popular conversations in your Experience Cloud site. Change them regularly to keep members up-to-date and engaged.
Set Up Navigational Topics: Structure your Experience Cloud site’s content and help your users find what they need with navigational topics. If your org uses data categories, community managers can link current Salesforce Knowledge articles associated with those categories to each navigational topic. If data categories aren’t enabled, administrators can add articles to each topic using Connect REST API.
Organize Experience Cloud Sites with Topics: Navigational, featured, and content topics are a fantastic way to organize information and content in an Experience Cloud site and boost SEO for your articles. Use topics to structure your site’s content or highlight key discussions. You can create topics or use the topics that organically emerge from site member posts.
Unarchive a Site: Unarchive an archived site so that users can access it.
Deactivate Your Site: Deactivate your site when you add or remove members; add, remove, or rearrange tabs; change the color scheme; or change the URL. You also must deactivate a site before you can archive it.
Key Concepts in Page Redirection in Aura and LWR Sites: Page redirects help maintain the discoverability and SEO equity of your sites in Experience Cloud. Learn some of the key concepts and considerations before you set up page redirection in your Aura and Lightning Web Runtime (LWR) sites.
Experience Cloud Sites Usage Allocation: Experience Cloud site usage is governed by daily, monthly, and yearly allocations. Understanding these allocations is important to the success of your sites. Salesforce provides tools to help you monitor site usage so that you can avoid exceeding these allocations, or purchasing overages when needed.
Customize the User Lockout Email Template: You can customize the email template you send to users when they attempt to reset their password after getting locked out of your Experience Cloud site due to too many failed login attempts. You can change the look to match your brand and how and when users can unlock their accounts.
Find Your Way Around Experience Workspaces: Experience Workspaces is your one-stop shop for building, setting up, and monitoring your Experience Cloud site. Access Builder and Administration workspaces to manage your site’s setup and branding. Community managers can view dashboards for groups, members, feed activity, and license usage, and manage the community's reputation system. Moderators can see which items have been flagged for review.
Personalization for Self-Service: Ground every self-Service interaction in a unified view of customer data to reduce effort and provide relevant context. Self-Service success depends on minimizing the time customers spend clarifying intent or restating information. Personalization for Self-Service uses the Unified Customer Profile in Data 360 to provide a context framework. This framework combines profile data, historical activity, and derived insights.
Differences Between Q&A Features in Salesforce: Salesforce offers various question-and-answer features that you can implement in your Salesforce organization and communities. Because some of these features use similar terminology, take a moment to review the differences between them.
Enable Question-to-Case: Enable Question-to-Case in your Experience Cloud sites, Salesforce org, or both.
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.
Account Brand Details: Use the Account Brand Details component to show company information and brand details on the Account Management page.
Account Management: Channel managers can delegate partner users to help manage accounts. Using the Members tab, delegated account managers can activate and deactivate accounts and reset a member’s password. They can also manage branding assets that channel managers can use to create co-branded emails, marketing campaigns, and websites.
Activities: Track your open activities and activity history and view them from a record information tab in your Experience Cloud site.
Announcement Section: The Announcement Section component displays group announcements from any page in your Experience Builder site.
Article Content: The Article Content component lets users view and vote on an individual article after they've selected it from search results.
Articles with This Topic: The Articles With This Topic component is used on the Topic Detail page in Experience Builder sites built using the Customer Service template. It shows articles that have been tagged with the topic in question.
Ask Button: The Ask Button component lets users click a button to ask a question that is then published to the site. Users must log in to ask questions and participate in discussions.
Breadcrumb: Use the Breadcrumb component in an Experience Builder site template on topic, article, or feed detail pages to let your customers easily navigate back to parent or grandparent topics.
The Build Your Own Template (LWR): Use the Build Your Own (LWR) template for Experience Cloud to create blazing-fast digital experiences, such as websites, microsites, and portals, using the Lightning Web Components programming model. Powered by Lightning Web Runtime (LWR), this customizable template delivers unparalleled site performance.
The Build Your Own Template (Aura): The Build Your Own template provides the basic pages every Experience Builder site needs: Home, Create Record, Error, Record Detail, Record List, Related Record List, Search, Check Password, Forgot Password, Login, Login Error, and Register. And you can easily add more pages and components as needed for the experience you’re building. Customize your branding and themes to refine the look of your site.
Calendar: View your events and others’ calendars from your Experience Builder site on your desktop or mobile device.
Campaign Marketplace: With Campaign Marketplace, you can provide the structure and guidance necessary for partners to successfully execute campaigns. Channel marketers can create and share marketing campaigns, guidelines, and assets with partners. Partners can then choose which campaigns work best for them.
Create Case Form: The Create Case Form component searches text as it’s being entered into a case and displays articles based on the typed text. If users don’t see an answer, they can contact support for help. You can also protect your site from spammers by adding a reCAPTCHA widget that guest users must complete before they create a case.
Case Deflection: The Case Deflection component searches text as it’s being entered into the Contact Support Form component, and returns relevant articles and discussions. If users don’t get the answer they need, they can continue with their request for support.
Case Comments Publisher: Use the Case Comments Publisher component to let customers and agents collaborate using comments on cases. Your customers can open cases, post comments, upload attachments, and check the status of their cases from any of their devices.
Channel Menu: Use the Channel Menu component to add the menu and button to your Experience Cloud site.
CMS Collection: Add a CMS Collection to your Aura site using the CMS Collection component in Experience Builder. If you created a collection in your Content Management Workspace, you can customize the layout on your site page. If you don’t have a collection yet, you can still add the component as a placeholder on your page.
CMS Connect (HTML): The CMS Connect (HTML) component lets you display HTML content from a content management system (CMS). After setting up a connection in your CMS Connect workspace, drag a CMS Connect component on a page to render content from that connection.
CMS Connect (JSON): The CMS Connect (JSON) component displays JSON content from a content management system (CMS).
CMS Single Item: Add a single item of Salesforce CMS content such as a corporate statement, article, or image to your Aura site using the CMS Single Item component. You can add any content type, including News, Image, or Document, as a single item to a page.
CMS Single Item (Detail): Add the CMS Single Item (Detail) component to a CMS Content page to configure the page and let users see your content in full. Use this component to customize the content and layout of detail pages for all CMS content types: News, Image, and Document.
Which Components Can I Use with Each Aura Template?: Aura site templates, such as Customer Service and Partner Central, are each composed of pages, which in turn are made up of customizable components. Consult this table to find out which Aura template each component can be used in, and when the component became available.
Contact Request Button & Flow: Add the Contact Request Button & Flow component to let members click a button to request that customer support get back to them. Members describe the problem and enter their contact details in a window. After the request is sent, a support person can review the issue and contact the customer for follow-up and resolution.
Contact Support & Ask Buttons: The Contact Support & Ask Buttons component adds two buttons to the page. The Contact Support button lets users click a button to create a case. The Ask button lets members ask a question and publish it to the site. All members must be logged in to ask the site a question.
Contact Support Button: The Contact Support Button component adds a button that users click to create a case. When you enable Web-to-Case and set up a guest user case publishing action, guest users aren’t required to log in before creating a case.
Contact Support Form: The Contact Support Form allows guest and authenticated users to create cases from a site. It works with the Case Deflection component to help site members find articles and discussions to answer questions as text is being entered into the form.
Create Record Button: Use the Create Record Button component to allow site members to create records using global actions.
Create Record Form: The Create Record Form component displays the action layout when a user clicks an action from the Create Record button.
The Customer Account Portal Template: The Customer Account Portal template improves customer relationships and decreases service costs. The template provides features that make it easy for customers to see and pay invoices, update their account information, and search your knowledge base for answers.
Customizable User Profile Menu: The Customizable User Profile Menu component displays a user’s name or nickname and profile picture. It can also display a company name or icon. If the user isn’t logged in, a Login button appears in the header. Starting in Summer ‘20, the Customizable User Profile Menu component replaces the User Profile component in Experience Builder sites using the new B2B Commerce Template and new sites using specific themes, including Ember, Stella, Webster, Citizen, Cypress, and Jepson. Existing sites using those themes get the new component instead of the old version when they reapply or change the theme.
Dashboard: Use the Dashboard component to add dashboards you set up in your org’s public folder to your site’s pages.
Dashboard List: The Dashboard List component lets users view dashboards in list form.
Deflection Tracking: The Deflection Tracking component gathers data from users about the deflection content that you provide. Prompt users with a customized set of answers, and capture their feedback in your Salesforce org. Use the Salesforce Case Deflection Reporting Package for Experience Builder sites to build reports about the effectiveness of your deflection content. Reports help you plan your content strategy with the support of real data.
Einstein Predictions: The Einstein Predictions component lets users display predictions and improvements for a standard or custom object on an Experience Builder site page.
Einstein Scoring: Partners can see how well their leads score according to your company’s conversion patterns. Get Einstein Lead Scoring by adding the Einstein Scoring component to the detail pages of partners’ leads in Experience Cloud sites.
Embedded Messaging: Use the Embedded Messaging component to add Messaging for Web to your Experience Cloud site.
Engagement: The Engagement component displays charts related to member engagement in the Chatter group.
Enhanced List View: Partners can better prioritize selling when they can see activity frequency metrics for their contacts, leads, and opportunities, and get insights on their deal health. Use the Enhanced List View component to give partners access to Contact Intelligence View, Lead Intelligence View, and Pipeline Inspection from their Experience Cloud sites.
External Account Hierarchy List Card: The External Account Hierarchy List card displays child and parent nodes within an external account hierarchy in list form. The hierarchical order of the accounts is represented by nested rows.
Feed: The Feed component displays a feed of all record or group interactions, including posts, questions, system updates, and attachments.
Feed Compact: Use the Feed Compact component to add a compact, scannable version of a feed to an object. Object types that take a compact feed include a record, a topic, a group, a user profile, or an overall site discussion. Feed Compact only shows questions in a feed, and is only recommended if the only feed type used is a question. The component provides a chronological list of questions made with the Feed Publisher component.
Feed History: The Feed History component displays the number of posts per day in the past 30 days.
Feed Post & Comments: The Feed Post & Comments component shows the detailed view of an individual post, comment, or question in the site feed. For questions, it includes the question, all the answers to that question, and an indication if it was escalated to a case.
Feed Publisher: The Feed Publisher component lets customers create rich text posts on records, groups, topics, and profiles, and attach files from any of their devices. It also supports multiple file attachments, inline images, and rich link previews. The Feed Publisher component isn’t supported for articles.
Files List: Use the Files List component in the Customer Service template to give site members a convenient place to view and manage their files.
Request Approval: Use the Request Approval component so credentialed site visitors can submit a record for approval. You can configure one flow approval process in the Request Approval component.
Flow (Experience Builder Component): Flows automate business processes to collect, update, edit, and create Salesforce information. With the Flow component in Experience Builder, you can add flows to your pages. Add the Flow component to your site pages just like any other component.
Allow Guest Users to Access Flows: Allow guest users to access flows within a site to create multi-part registration forms, decision trees, and conditional screens tailored to unauthenticated users. Flows give your guest users more flexibility to accomplish tasks and provide information before they have to register.
Orchestration Work Guide: Use the Orchestration Work Guide component so credentialed site visitors can complete the work items that they’re assigned.
Group: The Group component displays all the content in a group using a single composite component. It includes the group banner, which includes the member and owner actions, the group feed, description, and related lists (group members and files).
Group Banner: Use the Group Banner component on custom group detail pages for your site. This component displays the group name, the group photo, the Join Group and Leave Group buttons, and other action buttons for group owners, managers, and members.
Group Detail: Use the Group Detail component on custom group detail pages for your site. This component displays the content from the group description and information fields along with the name of the group owner.
Group Related List: Use the Group Related List component on custom group detail pages for your site. This component displays the group files, members, and records.
Headline: The Headline component gives you customizable headline text and text banner with inline links to pages that show discussions, topics, and articles. It also displays an icon to the left of the banner that identifies the content as an article or a discussion when either is selected.
Featured Topics & Feeds: The Featured Topics & Feeds component gives members access to Featured Topics, Discussions, and My Feed in a tabbed setting. Site members must be logged in to see the My Feed tab. The Featured tab shows the featured topics you configured in the Content Management Workspace. You can boost your brand by providing images for featured topics. Topics and images are displayed as tiles on the Featured tab.
HTML Editor: The HTML Editor component lets you create and edit custom content in HTML.
User Profile Knows About: Allow site members to endorse and recognize experts using the widget directly on a member’s profile page.
Knowledgeable People: Highlight topic experts so the site can direct questions straight to them. The Knowledgeable People component displays up to five experts, chosen based on factors such as best answers, mentions, or likes on questions and posts.
Language Selector: Add the Language Selector component to multilingual sites so guest users can select their preferred language on public site pages.
Lead Inbox: Use the Lead Inbox component to share a common pool of leads with partners in your site.
Libraries: Give access to your libraries to site members using the Libraries component. Use this component in Customer Service, Build Your Own (Aura), Partner Central, and Customer Account Portal templates.
Experience Builder Site Limitations: Be aware of the limitations that apply to Experience Builder sites such as Customer Service and Partner Central.
Brand the Login Pages: Use the Experience Builder to customize and brand the login pages with your own design. You can change the appearance of the login pages with a background image, color scheme, and font settings. Use Experience Builder to set the background. Your preference applies to all login pages unless you override the settings within an individual page.
Biometric Login Button: The Biometric Login Button component triggers the login prompt for face or fingerprint recognition on a mobile app.
Employee Login Link: Use the Employee Login Link component to direct users with accounts in the site’s parent org to their login page. When your employees or other users who have accounts in the parent org for the site end up on the site login page, you can redirect them to their own login page with a link. They can then log in with all the settings and permissions of their org account.
Forgot Password: Use the Forgot Password component to let users request a new password.
Login Form: Let users log in with login fields for a username and password and a button for submitting both.
Self-Registration: The Self-Registration component lets users set up their accounts so that you don’t have to add each one manually. Users put their information into the form fields, and when they click Sign Up, an account is created for them. This component has a basic set of fields that you can customize, and you can add more fields.
Manage Members Section: The Manage Members Section component allows you to search for and add members to your group from an Experience Cloud site. Search results update dynamically as you type.
Member Profile and Settings: The Member Profile component allows site members to easily edit their account information. And the best part is that all a member’s important information is in one place—profile information and various settings in one handy component. What does that mean for you and your business? Fewer phone calls into your call centers for simple updates.
Membership: The Membership component displays the number of new group members, either in the past 30 days or the past 12 months.
The Microsite Template: The Microsite template is the foundation for your small, special-purpose websites. Microsites are often used by companies that already have a full site but want a dedicated space for a single communication or conversion goal. Microsites work well to host an idea or product that requires more content than a single landing page. Built on the Lightning Web Runtime (LWR) platform, the template includes responsive layout and content components that you can use to quickly spin up a landing page, event site, or other web experience. Capture visitor information and send it directly to the Lead object with the Lead Form component.
Migrate to the Contact Support Form and Case Deflection Components: If you built your Experience Cloud site before Spring `18, you could be using the Create Case Form component. A revamped version, ushered in with Spring `18, has split the component into two: the Contact Support Form and the Case Deflection components. We recommend you update your existing site to use the new components, as future updates and improvements are made on Contact Support Form and Case Deflection. Moreover, the new components allow you to use the Case Deflection Dashboard to verify the efficacy of your site’s case deflection.
The Customer Service Template: The Customer Service template provides a rich self-service experience for your customers, where they can get answers to their questions at any time, on any device. With integrated knowledge articles and case management, customers can search for and view articles, post questions, or contact a support agent. To use the Customer Service template, Chatter must be turned on in your org.
New Message Button: The New Message Button lets site members start a direct message conversation from wherever you place the button.
The Partner Central Template: Partner Central supports partner relationship management workflows, including channel sales, channel marketing, lead distribution, deal registration, partner recruitment and onboarding, and pipeline monitoring with reports and dashboards. The template offers navigation options, enablement pages, and customizable action dropdowns, providing partners with intuitive access to marketing tools, support features, referral insights, and training metrics. Flexible layouts help with site building and maintenance.
Paused Flows: Add the Paused Flows component to let your Experience Builder site members view all the paused flows they own, resume them at a more convenient time without losing their work, or delete them. When setting up a flow in Salesforce Setup, you must choose pause points in order to allow site users to pause and resume flows.
Global Search for Peer-to-Peer Communities: Global Search for Peer-to-Peer Communities lets your users search for articles, discussions, and any object available to your site members and made searchable. The component is separate and distinct from the overall header, making it easy to customize to a site’s needs.
Profile Header: The Profile Header component displays a user's name (or nickname) and profile picture. It also displays a dropdown that lets users navigate to their profile, open a case, access their locale and email notification settings, or log out of the site. External users can also access and manage their account. If the user isn't logged in, a Login button appears in the header.
Message Notification: Add the Message Notification component to your site pages to let users view their recent messages from outside the Messages list view. The Message Notification component shows up to three recent messages and allows users to send new messages.
Recognition Badges: The Recognition Badges component displays up to three of the most recent badges a user has earned. It also shows the Give Badge button, and a link to view all badges the user has earned.
Recommendations Carousel: The Recommendations Carousel component displays the custom recommendations and system-generated topic recommendations for your Experience Cloud site.
Recommendations: The Recommendations component displays the popular files for your site. Popularity is determined by the number of people who have recently viewed a file and whether the file includes text and is in a library.
Record Detail: Add the Record Detail component to a record detail or a custom page to show record information stored in Salesforce. This component is a great way to share information with site members who need it most, such as partners.
Record Banner: The Record Banner component shows the record name, key record highlights, and action buttons that allow users to edit or delete the record.
Record Information Tabs: The Record Information Tabs component allows the user to display record information using tabs for Record Details, Related Records, Feed, and Activity Timeline.
Record List (LWR): The Record List component for LWR sites helps your site visitors easily view, search, and sort their accounts, cases, and other data. The component enhances security and user satisfaction by showing users only the data they’re permitted to view based on admin-defined access. With properties for component customization and styling—including support for custom CSS—the component helps you make sure that your visitors have a smooth and responsive experience across desktop, tablet, and mobile devices. The component offers a clean, professional data display that you can tailor to perfectly align with your brand and website design theme.
Record List: The Record List component shows a list of records on the Record List page. Users can view records, switch between record list views, and create records directly from the list view. If a user has no access to a particular list view, they see the Recently Used list view instead.
Record Related List: The Record Related List component shows a list of all records that are related to a record. For example, if you’re looking at an account, you can see a related list of contacts, opportunities, and activity history for that account. Use the Record Related List component on a generic Record Detail page or on a custom page to show a list of related records. Members can create records from the list and from lookups.
Related Articles List: The Related Articles List component displays the articles related to the article the user is viewing.
Related Questions List: The Related Questions List component displays the questions related to the question the user is viewing.
Related Record List: The Related Record List component shows, in a list, a single type of record related to a record. For example, if you’re looking at an account, you can see a related list of contacts for that account. Use the Related Record List component on a generic Related Record List page or on a custom page. Members can create records from the list and from lookups.
Related List - Single: The Related List - Single component shows a list of related records based on one specific object. For example, if you’re looking at a contact detail page, you can specify to see the cases related to that contact, without seeing all other types of related records. Use the Related List - Single component on an object page or on a custom page to add specific, related information in context for the page. Members can create records from the list and from lookups.
Related Topics List: The Related Topics List component displays the topics related to the topic being viewed by the user.
Report Chart: Use the Report Chart component to add reports to your site pages. Display the reports that you set up in your Salesforce org’s public folder.
Report List: The Report List component lets users view reports in list form.
Report Summary: The Report Summary component lets users see a snapshot of the report details from the source report.
Reputation Leaderboard: The Reputation Leaderboard component displays a list of site members with the highest reputation points.
Search Results: The Search Results component lets users view tabbed lists of articles and discussions. The articles and discussions are returned when a user selects a topic or types a string in the Search Publisher.
Path (Experience Builder Site Component): On object detail pages in Experience Builder sites, use the Path component to indicate and mark the path through a business process.
Scroll To: Custom code on the Profile page in the Customer Service template lets users scroll to the selected component from a user’s profile page, which saves a mobile user from having to scroll to a profile component that isn’t visible on his or her device.
Global Search Results: The Global Search Results component displays search results from across the site. The results shown are based on search terms entered in the Search Publisher and can be displayed in one list or in multiple tabs.
Global Search Box: The Global Search Box component lets you expose global search in your Experience Builder site. Let your users search for any object available to them.
Navigation Menu: The Navigation Menu component extends your site’s navigation beyond navigational topics. Navigation menu items can include Salesforce objects, topics, pages in your site, URLs to external sites, and menu labels. Menu labels are parent headings under which you can nest other menu items. You can also enable the App Launcher to make it easy for members to switch between their sites and their Salesforce org.
Embedded Appointment Management: The embedded Appointment Management component allows users to schedule, modify, or cancel an appointment.
Embedded Service: The Embedded Service component allows users to request a chat with a support agent.
Stream Detail: The Stream Detail component is available to repair the Stream Detail page in the event its Stream Detail component is mistakenly removed.
Stream List: The Stream List component is available to repair the Stream List page in the event its Stream List component is mistakenly removed. The Stream List component has no properties.
Suggested Actions: Suggested Actions brings the power of Einstein Next Best Action into sites. Choose strategies that apply your org’s business rules to display suggested offers and actions.
Survey: Use the Survey component to embed active surveys into your site’s pages.
Tab Layout: Use the Tab Layout component to group other components in a set of customizable tabs for structure. Add as many tabs as you need and whatever components you want. You can rename and reorder the tabs, and choose whether to show or hide individual tabs to guest users in the site.
Tile Menu: Use the Tile Menu Lightning Web component in Experience Builder to add an intuitive and visually stunning navigation experience to your site.
Top Article by Topic: Give your customers more direction when they’re browsing your knowledge articles in an Experience Builder site. Using the Top Articles by Topic component, you can organize topics in one view. Articles populate under the topics, ranked by view count.
Topic Catalog: The Topic Catalog component lets Experience Builder site members see a full listing of navigational parent and subtopics you have set up for the site in one convenient location.
Topic Description: The Topic Description component is used on the Topic Detail page in the Customer Service template. It shows the topic’s description as entered in Content Management > Topics.
Featured Topics: The Featured Topics component lets you place your Experience Builder site’s designated featured topics and the images that represent them on any page.
Topic Metrics: The Topic Metrics component lets users see how often site members use a topic.
Trending Articles by Topic: The Trending Articles by Topic component displays the most popular articles in your Experience Builder site organized by topic.
Topics: The Topics component allows your site members to add topics to records to organize them by theme in your Experience Builder site.
Totals: The Totals component displays count summaries related to the site group, such as number of posts, members, and likes.
Trending Topics: The Trending Topics component displays the popular topics in your Experience Builder site.
Unanswered Questions: The Unanswered Questions component lets users see the most viewed unanswered questions in a site. The component shows the top unanswered questions based on the view count across the site. As questions are answered, they are removed from view.
User Profile: The User Profile component shows detailed information about a user. Details include contact information, profile photo, Chatter statistics, topics the user is knowledgeable about, who the user is following, and the user’s followers.
Add Actions to Your User Profile: There are five available actions that can be added to a User Profile component in your site. These actions include: Freeze, Follow, Edit, Message, and Give Badge.
User Profile Detail: The User Profile Detail component shows details about a user including contact information, profile photo, Chatter statistics, and topics the user is knowledgeable about. On other users’ profiles, it also shows a Follow button.
User Profile Summary: The User Profile Summary component displays the user's contact information, title, address, and manager’s name. If nickname display is enabled for the site, other users’ nicknames are shown in place of the full name. The full name is shown when users view their own profiles.
Follow Button: The Follow Button component lets users follow topics, articles, and other users.
User Profile Image: The User Profile Image component displays the user's reputation level, reputation points, and profile photo.
User Profile Menu: The User Profile Menu component displays a user's name (or nickname) and profile picture. It also displays a dropdown from which users can navigate to their profile, open a case, access their locale and email notification settings, and log out. External users can also access and manage their account. If the user isn’t logged in, a Login button appears in the header.
User Profile Related List: The User Profile Related List component shows lists of a user’s files, groups, followers, and who they’re following.
User Profile Stats: The User Profile Stats component displays many of the user’s Chatter statistics for the community. Stats include the number of posts and comments made, likes received, followers, and people they’re following.
User Profile Tabs: The User Profile Tabs component lets users see their feed and cases on their profile. They can also post to their feed directly from their profile. When viewing another user’s profile, they see the user’s activity but not their cases.
Customizable User Settings: The Customizable User Settings component enables your users to customize their site settings.
CRM Analytics Dashboard: Use the CRM Analytics Dashboard component to add CRM Analytics to your site's pages.
Self-Service Agent Actor: Understand how the Self-Service agent functions as the central reasoning engine for your site. The agent evaluates user intent and orchestrates specialized sub-agents and tools to deliver a personalized, conversational experience.
Set Up Agentforce Orchestrator Configurations: Define how your Agentforce Orchestrator interacts with users by configuring greeting behaviors and linking Data Cloud personalization signals. This configuration serves as the engine that coordinates the conversational features of your Experience Cloud site.
Set Up Experience Cloud Site for Agentforce Orchestrator: Link your Experience Cloud site to the Agentforce Orchestrator and configure the required page components for autonomous AI interactions. This setup makes it possible for your site to host the conversational and search features needed for a personalized user experience.
Which Experience Cloud Template Should I Use?: Experience Cloud templates let you build responsive sites for delivering rich, branded spaces for your customers and partners. And with Experience Builder, you can accomplish a lot without coding. For example, you can edit a template’s components to include information about your site, add images to extend your branding, and include CMS content. And if you want a more customized experience, you can create custom pages, add components to pages, build custom Lightning components, and expose more Salesforce objects.
Smart Search Assistance Logic: Learn how the Smart Search Assistance sub-agent uses semantic search and grounded AI to retrieve, summarize, and cite information while maintaining strict security for authenticated and guest users.
Authentication Provider SSO with Salesforce as the Relying Party: With authentication providers, your users can log in to your Salesforce org or Experience Cloud site with single sign-on (SSO) using credentials from a third party. Authentication providers also give your users access to protected third-party data. Salesforce offers several ways to configure authentication providers, such as with OpenID Connect or with a custom OAuth 2.0 configuration. Which protocol you can use depends on the third party.
Configure SAML SSO Between Salesforce Orgs or Experience Cloud Sites: If your company deploys more than one Salesforce org or Experience Cloud site, set up SAML single sign-on (SSO) so users can easily move between them. In this SSO configuration, a single org or site acting as the identity provider authenticates users for one or more orgs or sites in the service provider role. Users can log in to all orgs or sites with a single set of credentials.
Add an Agentforce Service Agent to Your Experience Cloud Site: Quickly configure and launch a fully functional Self-Service support portal with Enhanced Chat, agent routing, and built-in authentication, all without custom development. This solution provides out-of-the-box chat and agent routing, simplifying and accelerating your Self-Service portal deployment.
Configure Agentforce Service Agent to Initiate Context-Driven Conversations on the Salesforce Mobile App: Due to the limited screen space on mobile devices, auto-triggering Agentforce Service Agent when a user enters a search query may be intrusive and distracting to the user. For an elevated experience, create a custom LWC component for your experience site that allows users to choose whether they want Agentforce Service Agent to help them with their queries. This feature is designed to enhance user experience by providing a more intuitive interaction with Agentforce Service Agent. Customize the name and appearance of the custom component to match your experience site’s theme.
Connect Your Agent Using a Flow: Connect your agent to the chat component using a prebuilt flow template. This flow contains the logic for session creation, conversation handoffs, and user verification.
Give Users Instant Context with Highlight-to-Ask: With Highlight-to-Ask, Experience Cloud site users can highlight text in a knowledge article and ask the Agentforce Service agent a question based on the context. This functionality is an alternative to the Enhanced Chat component on your Experience Cloud site.
Configure Highlight-to-Ask on Your Experience Cloud Site: To let users ask Agentforce questions about highlighted text in knowledge articles, configure the Context-Aware Quick Chat Lightning Web Component on your Experience Cloud site. Passing context makes sure your users get in-context questions powered by an Agentforce Service agent. The Agentforce Service agent provides immediate, relevant answers without leaving the page.
Ask Agentforce About Highlighted Text on an Experience Cloud Site: With Highlight-to-Ask, you can ask quick, contextual questions directly from a knowledge article on an Experience Cloud site to get accurate answers from your Agentforce Service agent. The agent combines your highlighted text and browsing history to provide more accurate responses.
Context Passing Framework (Beta): With the Context Passing Framework, Agentforce can track and leverage your journey across a site, providing a seamless, personalized experience.The Context Passing Framework is an independent feature that tracks user interactions, such as article page loads, search queries, topic clicks on Aura sites, or NDC clicks on LWR sites. It provides seamless context to Agentforce Service Agents (ASA) for context-aware responses in Enhanced Chat and Quick Chat sessions.
Configure the Context Passing Framework for Agentforce: Implement required components, including the User Interaction Context component and an Omni-Channel flow, to track critical user journey data. This framework maps pre-chat variables from your Experience Cloud site and securely delivers the context to your Agentforce Service agent.
Set Up Enhanced Chat for Context Passing: Set up your Enhanced Chat channel and Embedded Service deployment to accept and pass hidden pre-chat variables. These variables enable the User Interaction Context Lightning web component to function with your Agentforce Service agent.
Create Custom Fields on the Messaging Session Object: To use the context variables passed by the Context Passing framework in your Agentforce Service agent, create custom fields on the Messaging Session object. These fields will store the data coming from your Experience Cloud site.
Map Context Variables and Route Chat with Omni-Channel Flow: Configure an Omni-Channel flow to map the pre-chat variables from the chat deployment to the custom fields on the Messaging Session object and route chats to your Agentforce Service agent.
Expose Context Variables in Your Agentforce Service Agent: To make the custom fields created on the Messaging Session object available to your agent, expose them as context variables in Agentforce Builder. This action establishes the direct data link required for your Agentforce Service agent to reference and utilize user journey data when executing actions and guiding responses.
Reduce Tab Switching in Agentforce Service Agent on Experience Cloud Sites: Use your deployed Agentforce Service agent within an Experience Cloud site to keep conversations and relevant content in one place for site visitors. This script prevents links the agent provides in its responses from opening new browser tabs, keeping you in the same conversation window and reducing navigation so you can find solutions faster. This procedure focuses on configuring the Experience Cloud site to optimize the agent's behavior for a single-tab experience.
Turn On Agentic Enterprise Search for Agents: Enable the search logic that allows your agent to summarize articles and resolve queries using your customer relationship management (CRM) data. This setup provides the foundation for the Agentforce Service agent to retrieve results from your Enterprise Knowledge data.
Unified Catalog Integration: Understand how the Agentforce Service agent leverages the Unified Catalog to surface service processes and request forms. This integration makes it possible for users to find and start intake forms through the natural language interface of your Experience Cloud site. results.
Authenticate Once with Salesforce Chatter: Salesforce Chatter makes getting to work in the full Salesforce site easier than ever. Just log in to the Salesforce Chatter app and launch the full Salesforce site directly from the app.
What’s Available in the Salesforce Chatter App: Salesforce Chatter gives you more ways than ever to collaborate with coworkers using Chatter. Salesforce Chatter requires only a single authentication to access all of Salesforce. You can also attach drawings directly from the app to Chatter posts.
Get the Salesforce Chatter App: Salesforce Chatter is available from the Windows Store. Devices must be running Windows 10 Anniversary Edition.
Salesforce Chatter for Windows 10 Anniversary Edition Users: Salesforce Chatter is a downloadable app for Windows 10 Anniversary Edition users. Salesforce Chatter combines Chatter feeds and posting functionality with the power of an app optimized for Windows 10 users.
Post Drawings with Salesforce Chatter: You can post drawings made with the Salesforce Chatter canvas directly on to Chatter posts on touch enabled Windows 10 devices.
