How to: Build a Simple Customer Support Site (Salesforce Experience Tutorial)

hey salesforce friends and welcome back to the channel my name is adam feusten and i'm a salesforce consultant based in the uk on this channel we explore the tools best practices and strategies to help make your sales force lives happier and more productive now on today's video what we're going to be looking at is again experience cloud we did do a video beforehand where we looked at well what is experience cloud and in a nutshell it's a website that you can basically layer on or expose your salesforce org out to the wider world through a website that could be a partner portal a customer account portal or site a community site whatever it might be that you can do or you can create to expose your company and engage with your customers and clients out there could be partners as well or resellers so any of those types of business cases that's really what experience cloud is but today we're going to be looking at how you can actually create your very first experience cloud community site we're going to be using a trial head example from the salesforce trial head site there's some great examples on there to get started if you've not looked at it before of course register create your trial head account and start looking at some tutorials and everything but to make things easier if you're having trouble kind of following it through or find it easier working with people as i do too then why not follow me on this video and let's do it together so if you don't already have a salesforce org to play in or try and build this out in you could use a sandbox a dev sandbox or whatever that you've got in your current salesforce org at your company that you might be working at but if you don't or you want to stay away from that you can create your own developer org if you don't already know and if you want to find the link to that it's in the description of this video so click the link register and you've got yourself a fully loaded salesforce developer org to just do whatever you're wanting great so without further ado let's get straight into it and build our very first if you haven't already experience cloud customer community website so i'm in my developer org and the first thing to do is to go up to your gear icon and click setup and then when you're in setup go to quick find and start typing experiences experience and you'll see there you've got your settings now i have a few more things if you've never set up digital experiences before you'll just have settings and then one checkbox that says do you want to enable digital experiences obviously you want to so you check the box and then do okay as soon as you click the box you'll then see a domain um field domain name field entry box and that is you can see what i've done here is i've actually put what which is recommended in the trailhead as well and i've done in the past as you can see you're not seeing it you know live here setting up the domain because once you've done it once that's it you know it's set up then but what you can see is i've got my initials af and then today's date the 9th of may because this is uk time 2021 and then it has my developer org blah blah blah and then every page that i create on the back of that domain would be my different pages would have slash forward slash and then whatever the page name is and things like that great once you click save on there then you'll get a little drop down saying are you sure you want to do this for obvious reasons yes you want to see that message just to make sure that you know what you're doing uh you've typed the domain name incorrectly that's in correctly because if you haven't then you can't reverse this step and it's also saying we're going to change the sharing structure or the roles in the system so that you'll also have um sharing that's available to external users as well and the risk there is that oh yeah you do know that if you give someone externally a license such as a community user license or a portal partner portal license they can see some of the data that you've got in your org and but obviously as we go through these videos and we build these templates or these these salesforce experience websites up you'll be able to make sure that you're doing it properly you know creating a profile and roles that can only see certain information such as their their own account and that's it you know you're not going to put a customer role at the top of the hierarchy but i guess it could happen so don't do it and that's why it says that it'll pop up there you may as well need to allow um pop-ups on your browser because obviously to block them so just enable that so that you can save and allow it to continue once you've done that then you will end up here where you're able to kind of see some of the main settings for everything now we're not going to go too much into the settings here because we're going to continue going through this trailhead tutorial effectively so more on these settings another time another video right so we're going to continue with this trailhead tutorial by enabling knowledge articles because that's what this website is going to be it's going to be a customer community website which is really good first stage on your journey to creating truly fully 360 self-serve customer client partner buying portal reselling whatever it might be the holy grail of everything doing everything through your salesforce org well one of the first recommended stages is going something very easily well why don't you create a site for the company where company customers or clients or even partners can find information about the company but about the products or trying to find out things like tutorials or articles blogs whatever it might be that will help your customers and help engage with them and they could even help answer questions themselves through a self-serve forum community answering situation well knowledge base and exposing that as your site would be a fantastic first step let's do that now so to do it you need a service cloud and in service setup if you click there in the gear for service setup you'll then get this kind of service setup home page and norm i mean if you don't know this you'll probably go to quick find and start typing okay i want my knowledge at oh no i can't do that uh i wanna i wanna set it up so to set it up you go to knowledge setup and you'll be able to um if you don't find it on this recommended setup screen because it's not always like this for everybody you can go to recommended setup go to view all it's not you know the greatest thing then you get some recommended setup things so you've got all of these juicy things these tools that you can set up later and we'll do that some other time but let's just start typing in uh what are we doing is knowledge setup knowledge base in service cloud there we go so that's another way of finding it then you get this little kind of like step-by-step way to set up your knowledge base and it says that no once you enable lightning knowledge you can't disable it so be careful um hopefully you know what you're doing either in a test sandbox you are right there or as i'm doing here in a dev sandbox um next step so i went next it's then going well who do you want as your lightning knowledge author and you can say you're currently using one of two available licenses of course you may have as many licenses as you want to pay for and the author would be effectively somebody that can manage and create articles you know delete them whatever it might be kind of like your administrator in salesforce in general but specifically this is for the knowledge base so usually uh it might be the marketing department or somebody like that of course it's just me let's click next you do have to check the box on the ones that you want as an author once that comes up the trailhead example is based around a solar panel company that provides components panels whatever it might be so kind of like a technology hardware business and so that's the context of the knowledge base that we're going to be creating in this example so the first thing it says is to set up a data category group so i'm just going to read from the trailer head here what that is so they're saying enter i want to click in here enter solar when i got installation and maintenance did i spell that correctly maybe not always check your spelling with someone and enter a data category right so the first category is going to be solar panels great i mean this is might be a bit boring for some people watching me type things out but please do follow me on the example so that you can also get your points on your trailhead account so that's a really good way of doing this if you're going to follow me just do it through trailhead account you don't need to create a devorg account next one is invert not investors inverters then it says continue this another two times uh to create your other categories so we're doing charge controllers now as and the other one is batteries and as we're doing this you're probably already thinking about how you might be able to set up a knowledge base for your own company um or for your own business where the group is kind of the big kind of bucket where you could put articles but then those are then grouped or categorized again into smaller groups or subgroups what they're calling categories here so that you can kind of users are able to kind of pinpoint the types of things that they might be interested in seeing of course they'll you'll be able to do a global search to look for some keywords and things but this is a good way to organize as it states here not just the presentation of knowledge articles to your customers but also how you can maintain it because that's the key thing if you're not organized and you're just throwing the articles out there thinking oh yeah search for it and find it how are you going to search for it and maintain those articles to make sure that they're up to date that they're contemporaneous that they're reflective of where your business is if there's any updates that need to be made to existing articles as well be organized we need somebody tell you there get organized organized next we then see that we're ready ready to start writing and you can create some articles um and you can also see lightning knowledge check out this help topic to learn more about lightning knowledge set up tricks so there's all sorts of steps that you can go further into for setting up knowledge but again we're going to just focus more on the trial head account of setting up this community org now that we've got knowledge set up we can move on to the next step now the next step that we're going to do in this trailhead if we just click finish there is going to be setting up permission sets because what we want to do is if we give access to somebody externally same goes for internally we want to make sure that they're able to see the object or the the service of knowledge base and the articles but only have the ability to do certain things such as just read now you might have some super users that are able to create their own articles or edit the articles uh in a kind of a community forum q a answer kind of like salesforce answers situation um but in this example i think we're going to be set up a permission set for external user to kind of give you a flavor of the steps that you need to go through so let's do that now if we go close this tab and go back to the normal setup here we can then go to permission sets and you'll notice that there is already a permission set called knowledge lsf permission set and grants crud so create read update delete is the acronym there i think i've got that right permission for knowledge as well as knowledge user permissions as well so what the trailhead is asking us to do here is to in the app section click app permissions so we're going to click into it go to app permissions and you can see here this is this standard setup for editing a profile or a permission set uh we can click edit and that allows us then to toggle or check some of the settings here to make them enabled and the two are the few things that we're going to enable here so we want in the knowledge management section which is here and it's asking us here in the trial head to view or enable view draft articles and view archived articles once we've done that we click save go back up to the top it says do you want to enable those permissions of course we do but it's a kind of a step that salesforce do to make sure that you know what you're doing and what the impact of that might be and then what it asks you to do is once you've kind of done that for your this this standard permission set is to then then clone it because we're going to be using that as a basis to then create a custom one and it's saying to call this customer support site pilot group so it sounds like they're going to set up a permission set let's put p there and then tab little trick uh you could just delete the api name then type it in there or if you've forgot to do that you can just type it out delete it in there remove the first letter put it back and then click tab or whatever and then it it populates it so great um and delete the text in the description it says great and final thing is just click save the next step that is here to do is to set up the topics uh for objects now topics is something that could be used in chatter um but in this context it's going to be used in knowledge base articles and topics are really kind of like kind of like a hashtag situation like on twitter or anything where you can kind of it's another way to help users um generate organic groupings of interesting or related articles or information that might be of interest and you could see that you've organized things in groups in categories um but these are kind of like a way to say ah okay so if you're interested in um you know optimization uh solar optimization or you know sun power top level you know that could be a a topic or something that you could then have a series of different articles from different categories together to say ah okay we can use this topic as a way to kind of zero in on some certain bits of information that could be relevant to um to each other and everything like that great so let's go in and set up topics so we can go to topics our topic and search for that in the setup now when you do that in lightning and what we need to get to is we need to go to topics for objects and you can see we've just typed topic and it's not there this is one of the many examples that you will find until everything switched over that you need to be in salesforce classic mode to do that if you don't already know you click your little profile on the right you switch to salesforce classic which is obviously the pre uh lightning version and then from there i can click setup and type my topic there and i've got topics for objects and then as you can quite easily see you've got different objects on the left and you can essentially say that you want to enable topics on that object and if we go down to k for knowledge we can go to enable topics hey then it says select the text fields you want to use for topic suggestions because salesforce can suggest different topics that might be useful to create based on some of the field values that you get in here but the trail head is basically saying just just set up enable topics and just leave it as is so we'll just click save done right so now we have enabled the topics the next thing that we're gonna do is we're gonna go back to lightning so let's click switch to lightning and then once we're back here what we're able to do is we're able to go back to setup because the next step that we're going to go and do is to create the site oh exciting so in the uh trailhead part of the site on the part of the tutorial there is a link to download the assets now the assets being logos pictures and things like that that you can help brand the site experience you're obviously going to be able to use your own company logos but in this example the company being a solar panel company called ursa major solar um they're going to use we're going to use the examples of the assets that they're given there so once you've downloaded that folder unzip it unpack it i've done that previously before the video and put it on the desktop we can then in the setup in lightning uh go to sites now don't go to sites here and you know start creating sites from there we're going to use the digital experiences all sites part so if we click on that you'll be able to go in and i've got this one that i've created before but we're going to you might not see anything oh you're likely to not see anything there so we're going to click new and once you click new you're going to get some sexy templates that you can see it's very much like the old squarespace experience or whatever you know these these websites that you can create your own business or personal website online and they're all just templates and things and you just tweak little little components salesforce have done the same that's the whole point of salesforce experience to help you there and like in the previous video you can create your own help center customer account portal partner central whatever you call them they do similar uh things but other parts are very different that give you the needs of that specific specific use case and you can actually click on the one we're going to do in this example is a customer service site and when you click there you can obviously go back but by clicking on it you get to see more information about it so i recommend you know after this video or pause the video you can kind of have a look yourself at some of the different examples to give yourself some inspiration or some ideas about how you can then think of what you can do for your company again phase one being just a exposing kind of knowledge articles to your customers or clients that might be out there is a great first start to help reduce cases or people calling in and using your support resources too much anyway blah blah i am talking too much let's get started and get through all of this now in the trailer head it says the name that you want to use is customer support site do a customer support without any spaces oh i do have a wiggly line so it does tell me if i've done it wrong okay so we're gonna wait a few seconds while this builds it out and it's essentially just taking that template or for a customer site uh support site and then building it all or cloning all of the pieces ready for you to alter and change and do whatever you need to do looking back while that's happening at the the trailhead um steps once that has been created which is done now you're going to get the wex what's called the workspaces view so you can now do different bits you can build you can do gamification you can do a guided setup if you wanted to administration content management we'll go into those bits in a moment but the next thing to do is in the administration we're going to then give access to certain profiles and permissions to can who can actually access the site so on uh administration we're going to go to the members and you can see here that we've already been added as a system administrator profile person or user uh in the box that allows you to use the site or access the site we're going to stay in the profile bit and go up to all because what we what it's asking you to do is to add the custom support profile there as well so support users will be able to access the site as well and also the permission set that we created earlier as well the one that we cloned from the knowledge1 and updated and created this customer support site portal fantastic click save and that's that bit done now that the we've got people that can actually access this uh the next step that it states is to go to login and registration and make a little update so let's just choose a file now i've gone to my i've got my desktop my ursa major solar assets folder that we downloaded from the trailhead and there you can see the png and it's even called logo png if you don't know much about graphics design or anything you've got jpegs here which are normal kind of picture formats but the png is a picture format that's different because png has usually a translucent or transparent background meaning if you were to add this i mean this shows us as white but normally you'll just get the vector uh essentially the outline of the the letters and the logo icon so that you can with a transparent background place that on top of any kind of color any background and it and it shows correctly rather than it being a jpeg and it doesn't have transparency and therefore you may have a white background and but it might be on a you might your website might be all blue or gray and then you've got this weird kind of white box it just looks a bit amateurish so amateurish so png is the way forward for logos and transparent backgrounds great click open and that's been added there and as you can see you can change the background color don't forget this is the login and registration page this isn't on the main website yet this is just when like when you log into salesforce you've got your splash screen that you can you know input your details to log in this is where you can also register as well and yeah okay it's got different colors for the you can change to your your company branded colors or anything so fine but we'll leave that there we'll just click save because to keep things going with this the next step is to um sort out some of the site-wide settings now these site-wide settings are kind of like your org-wide defaults in salesforce and it essentially is the baseline of what anybody who accesses this can do okay so the bottom of the triangle would be your august defaults so that's the most restricted that you want it to be so all users at minimum can read but they can't delete they can't edit whatever it might be for certain objects and then as you go up the pyramid it gets wider and wider that is opening up the permission set by doing things like profiles roles permission sets as well and even field level security to actually say oh here's the more things that these specific users can do i'm explaining this in a really terrible way there'll be another video specifically on security and sharing that we can do but that's how i kind of visualize it like an upside down pyramid type situation you're opening it out so on the preferences tab here um these are the site-wide basis of access that all users will get and then you can open it up more with profiles and permission sets as we've already added in the previous steps now um i'm going to follow this from the trailhead because it's it's a few specific things it says to check the box and and deselect boxes of other things so in the general section uh check show nicknames that's already done give access to public api requests on chatter there we are show all settings in workspaces that's the bottom one and then in an experience management it says allow members to flag content enable setup and display of reputation levels uh we are and when you click that you'll see this one appear and that's also what is to be uh checked there as well to exclude contributions to records when counting points towards repetition levels so a really quite specific particular type of things there but all great features um for the community when they start kind of like making contributions to articles and and various stuff like that as we go forward uh to show those super users as it were and things like that which you can reward through gamification but another video i'm sure uncheck the following boxes so in general we want to deselect or uncheck uh enable direct messages so we don't want people sending secrets sweet messages to each other via direct messages you may want that in your org but deselect in this example and experience management deselect the show number of people discussing suggested topics which is the bottom one just in case you've got one person and you want to make it look like there might be more possibly great click save on that and the next bit is the going back to the topics part so we don't need to go back to classic for this we can stay in lightning because this is actually uh set up within this part here now in the top left if you click the administration bit here you can then see the different workspaces that you can go to and we want to go to content management now it states in here that um you know you use topics to structure your site content or highlight key discussions kind of like i mentioned before in the video about it being like the hashtag uh situation on twitter to kind of group conversations or group relevant articles together under a certain conversation or discussion point or interest point and topics expose knowledge articles in the site it states with topics you can classify and search knowledge articles by assigning specific topic areas cool so let's start doing that now we've clicked on the content management section we're going to go to the top bit which is topics and then navigational topics and from there it allows you to enter or add new navigational topics and the reason why it's asking you to do this in the in the trailhead is because it's stating well this is a new site there are no topics so how about you create some as a starting point and then maybe in the future you can kind of allow users to create their own topics and things like that so that's the idea uh around creating these now here are the topics so we've got solar panels let's add that one in we've then got inverters and i might be making spelling mistakes here hopefully not but please make sure that you do it correctly so that if you're following on a trail head um like to get your trailhead points and badges then make sure you do accurately so you get the badge uh click the book icon next to the right of each topic and this is where you then add that topic uh and this one i clicked against with solar panels to the um we've only got one data group but the different categories that we created earlier so for this one we want solar panels let's click add there we are let's add another one so we got inverters and add that one and go to batteries and get there and click save once that's been done we can then go to featured topics because that's the next bit and this is effectively saying okay we want to uh select some topics that we can put as features on your home uh site's homepage and we're gonna do that it states here for uh so you select a topic text box click batteries then add and repeat for inverters and solar panels so basically all of them so we go to add and then we click another one inverters add click another one solar panels add and click save groovy and you're done with that first step in the trial head so if you're following on the trail head you can then click verify or if you haven't already click launch and done these steps i suggest you do that now then you can do verify to end your 100 points and get closer to and in that experience badge well hopefully that went well in terms of verifying uh the example you'd be doing in trial head the next bit so the next section of stuff we're going to go into is the branding of the site so to go there we're going to click on our top left bit that's where we can navigate to different workspaces and we want to go to builder now so we're going to click builder and it opens up in a new tab i like to keep it clean and close the other tabs and yeah okay i'm going to x this because we kind of we're going to get guided on how to do all of this now this is how the site will look like in a kind of a skeleton view and we're then going to click on the different sections and update everything first thing we're going to do is we're going to click the theme icon which is this paintbrush you can kind of see components theme page structure and settings so click on the theme we're going to go to the images and here you can then upload the company logo and just as we mentioned before we can use the assets folder and we're going to upload this uh png with a transparent background i don't think this one does have a transparent background but you get the idea um and then we're going to add a header image and upload again i'm going to use the sunrise oh amazing beautiful great we've just customized a header now here is a perfect example i don't know why salesforce did this but this logo looks pants because they've used png great but they've not done it with a transparent they've not saved it with a transparent background which is the whole point of a png in my mind um and therefore it just looks like you've just got a it just looks a bit amateurish i said it'd be better um whereas if it had the transparent background or saved with the transparent background then you would see the green over and you'd see the background beneath it um so it would look a lot more professional maybe i'll try and tweak that myself at some point i don't know see if i can be bothered um anyway you get the idea you've now changed the header and the logo cool so the next bit we're going to do i'm just going to x that is we're going to then customize this using the experience builder and as you can probably guess the different bits that we're going to go into the next one is going to be the page structure and you can see it's already again we're using a template so it's created these pages already that are all available that you can then customize and what we're going to do is and as it states here uh in the headline uh in the sorry content header section in the headline we're gonna click that and you can see that when i do click these different bits we've got navigation menu and user profile menu but in the content header headline we're going to change and edit this okay and the title is going to be which you could see on the right uh what was it going to be well welcome to uh major solas customers i kill um i love how uh how great these example banner text find solutions not capitalist make sure you get this right when you're doing this don't get it wrong like me uh find solutions ask and i'll copy and paste they'll be quicker than typing this crap out questions and contact support should you have a comma there i kind of feel like grammatically you wouldn't have a comma i'm not the best at english so but i have a feeling you wouldn't have a comma there but let's just keep it the same because if you get it wrong then it's just gonna say oh it's wrong you don't get your badge and your points and then a full stop at the end uh in the sidebar section uh so let's just click sidebar uh section we've got recommended carousel and various others but we're gonna go to reputation leaderboard and there we're just gonna put in title customer leaderboard so i'm just gonna put customer there customer leaderboard in the sidebar section click trending topics there we go and and title hot right now [Music] hoyt it's hoyt right now i don't know what accent that is i apologize to anyone who may have an accent like that nobody hot writing that hot right now wow um and then in the content footer section uh contact support and ask buttons ask label ask your peers now there isn't an ask label but there is an ask community label so there's a little mistake there let's just keep that so ask your peers and then contact support label ask support so they kind of want to ask rabbit in contact interesting use of words obviously words are very powerful different ones to use euphemism dysphemism i don't know why it's like that to help make them sound better or worse uh obviously you want to sound better could i waffle under it all right settings well done guys you're doing great keeping on through so this far um settings so what we're going to be doing now is going to add images to featured topics so certain topics can have an image oh that sounds cool now with the settings tab open we go down to the gen in the general we go down to the topic section and we can then go to set featured topics now we did set some featured topics before and here they are the batteries inverters solar panels but we can click on that topic on the batteries one and you can see there that can upload a thumbnail oh great so if i click on that one i could see solar batteries looks very groovy there we are i've got myself a thumbnail now again as you can see salesforce is saying oh yeah make sure that the image is 385 by 385 so that's a very square um shape uh format but the image that i uploaded if i click here you can see batteries this if i look at the dimensions or resolution the resolution is 288 by 288 dimensions are not exactly square they're a little bit kind of rectangular so even though this this image looks well proportioned as soon as i open that and add it in the thumbnail is then looking a little bit squashed so make sure you don't make the mistake that salesforce trailhead is making here and make sure that your logos have got transparent background and that your image is uh correctly um sized for the proportion uh that it needs to be for where you're gonna be using it such as these thumbnails right let's crack on do the rest so we've got solar inverter and solar panel there we go that's all of the images done let's click save and once you've done that it then says now let's just click the x on there and go back to our builder what you're able to do is you're able to kind of suggest have a look at what you're doing i'll view in a different format or different kind of device format and you can see here then in in the upper right here we've got kind of like a screen like a monitor view if i click this i can then change it to a tablet view also i'm looking at it in portrait mode uh or i can see in mobile view which is the view that's uh most likely to be used uh on a mobile device and on a you know if it's not on a computer now it says there had components that you don't want mobile visitors to see up on page structure to see the components that are hidden for your mobile devices so you can see hide component show hidden component um so that's quite a powerful thing so that you know if you've got a full desktop view you might have different sections different components that have got maybe news articles or or whatever blog posts and things but for the purpose of the mobile you might want because it's a smaller form factor you want to get right down to nitty gritty and just show them a very clean very simple and to the point user interface or user experience that allows them to get to answers quickly or to raise the case quickly whatever it is that the point of this site is going to be you want to make it very straightforward on the mobile version otherwise like some mobile sites a little bit too complicated they basically just go yeah change it to you know bootstrap it or whatever they do change it to a mobile view and just keep the site as it is but yeah it can be a little bit busy let's just put it that way and then people like this is rubbish and rubbish user experience then they don't use it simple is always best to start with or always okay click okay and there you go i'm seeing it on a website there we go this is quite good i've got a leaderboard and that looks pretty clean i quite like that one you've got different topics and you've got your little um thumbnails so there you go that was good and you can see here actually that the thumbnail although in the previous screen um may have been a little bit um a bit a bit quick to criticize but you can see here that the it was saying the thumbnail had to be 3 8 something by 3 8 something um square format but as we move to a mobile view you can see that the thumbnail um ratio or or viewing frame has actually changed to more of a longer portrait view so it's not that 388 it's now a different kind of dimensions being used but you can see the image in the back isn't squash now which is good the previous screen it looks squashed because it was squashing it to that but it looks like it's allowing it to kind of open out a bit and it's just cropping it rather than squashing the picture or the image that's my guess because it looks okay here if we go back to tablet you can see it opens out there we are so that that looks a better proportional picture it doesn't look like it's been squashed which is good so okay it's not squashing the picture it's just cropping it okay maybe they need to change the upload bit and then we've got a full desktop and we're back to as it is cool right the final bit in this uh the three parts this is the second part we're near the end it's then gonna say publish it time to shine as they stay on the trailhead thing so we click publish in the top right and you can publish all your recent changes and you go yeah yeah great publish checking for changes this could take a while no worrying thing oh that was quite quick there's not much on the site that's why uh well publishing your changes now we'll re you'll receive an email once it's live and you can view it got it cool but what we can do is we can click the preview button don't have to wait for that email to come through we can click preview and there we are this is this is our site we can then click batteries and it takes us to the batteries bit and we can ask a question this is like a foot the footer bit contact support ask a question articles great i couldn't see him got a little salesforce little hover with the buttons and they're quite cool let's go back to homepage there we are i've got leaderboard and i'm i'm on there i've got one point story of my life um fantastic the next bit it asks you to do is to make activate to make it accessible to members in an experienced builder site activating sends out a welcome email to all members so now we've published it it's now there available to access we then want to invite there's probably a better way of putting it rather than activate those members to you know access this site look at what we've done it's now available to do that um from the builder so we go back to builder there we click the menu icon in the upper left and then click workspaces which takes us back to that main workspaces page that we're at uh we go to the administration tile and then we've got an activate button and we click that and you sure you want to do that all members will get an email and you go yes please okay so please verify the step if you're following me on the uh trailhead so that you can get the points and move on to the final third and final bit of this tutorial okay final bit um now that the site is pretty much built and it's there um now let's try and work out about reputation levels of course you may think it's a little bit odd to move on to this bit next but actually it's quite an important bit because what you want to do with community sites like this is you want to encourage people to use it and some of the ways in which you can do that is by making the site look nice making it easy to use making it a good user experience having value there which is the content that you've got available so people can access things it's easy to access and when they do access the article it answers their question but where questions can't be answered you also want to make it a gamify isn't the right term in this context but make it interesting or fun to contribute and a way of doing that is reputation levels which is the next step in this trailhead so that if i'm gonna contribute answer a question or ask a question or do anything that is something rather than just logging in and getting my one point um then it's gonna show that i'm starting to get some points and if you've ever played video games as i have many many years well in the past but i've spent a long time playing games in my day um yeah it's ridiculous you kind of go in there and you're going oh yeah i'm getting some more points i'm building up my force bar or whatever game you're using and in this context you can do it via reputation points and it's the same thing through salesforce answers and sites like that where if you contribute to the community then you're going to get recognition for it so let's have a look at that we're going to go to the reputation levels here and you can see that there are 10 levels already created and some ranges already so you can kind of tweak all of these but for the purpose of the trailhead it's saying to do certain things so first level one is going to be novice next one is in the no and level three is expert and it's saying you know what delete the other ones if you can so x x x is deleted from the bottom remove them all up to three because you just want to do with that great and then keep the ranges as they are and then what it's saying is okay so between those ranges if i you know get past 50 points i'm then going to be in the know level two and then more than 150 i'm an expert and uh but how do you get points so let's look at reputation points and here are all of the different things that you could do that will earn you points and you can up those points i don't know if you can put a magnus figure there obviously you won't want to do that but you know i don't know if it's tested um and what we're going to do or what trailhead asks you to do is when you ask a question you get 55 points yowza uh so if you're an early adopter and start using this you can really rank up quite highly so ask a question only has one point but it says put it to 55 and then click save and then you can test it so it's saying to test by asking a question effectively now to do that we've clicked save we're going to go uh click on the administration tile we're going to go back to builder because we want to go to the preview of the site go up to the top right click preview and then we can go down to ask your peers so this is where we can ask a question and we're going to post a question what does it say about solar panels and what is my question why won't my shoulder panels generate power question mark i mean the is probably if you plugged it in uh or have you taken the cover off the top or are you in a place that has sunshine it could be night time that's a little bit of a cynical outcome of that but yeah anyway okay why won't my solar panels generate power i'm sure there's going to be more details required on that but anyway this is just a demo i'll shut up click details why oh so we can expand something there section and header i need help troubleshooting the problem with my solar panels is what they say so i need help troubleshooting is that one way now yes the problem with my solar panels that's supposed to be capitalist solar panels dot paneles panels click ask it doesn't say to put in a topic but fine i should do ask great i've asked my first question great it works that's pretty cool and you can see that it's automatically created a topic solar panels so i can click on there and go to my solar panels topics but let me go back so i'm kind of get ahead of myself there cool i've just asked myself uh s myself yes i'm the only one there a question now if i click on my profile you can then see my points you can see that in my feed that i'm now level two in the know there we go that's cool in it in the know 56 points i've got so it does work and do you know what on that note i am now in the know and so are you because we have now completed our setup of a experienced cloud site and yes it's been pretty quick pretty straightforward and there are a few bits that could be improved on what salesforce have given us there but you know what this looks really cool i think this is a really clean user interface we've got a this panel style approach uh again this is a template but you know you don't need to develop everything from scratch especially if you're a business that doesn't have an online presence like this um yeah leverage the power of salesforce and of course by using salesforce experiences which is the whole point of what we're doing here is we're able to then use the salesforce org that we've currently got to expose a layer of it that being in this context the um knowledge articles so i hope you enjoyed the video uh this is a very quick and easy look at how you can create a salesforce experience hope you found it useful of course and hopefully if you followed me on the trailhead you've got your badge now and your points to make it really easy for you so bonus uh i do recommend to do that so that you've got more of a presence and more experience of doing it when you do it yourself by clicking and following somebody um it's like a muscle memory thing you do get to find where things are and and you can kind of find things yourself even if you pause the video and kind of see the different templates and play around with stuff which i encourage of course for you to do especially if you've got your own little sandbox or devorg to do anything in and of course please click the subscribe and the notification bell ding-a-ling-a-ling and until the next time of course as you may know by now may the salesforce be with you

Channel: Adam Foyston

Views: 991

Keywords: salesforce, trailhead, salesforce tutorial, no code, Salesforce, CRM, Consultants, Administrators, Developers, salesforce demo, salesforce training videos for beginners, salesforce experience cloud, salesforce customer service, salesforce customer portal, Salesforce demo, Salesforce experience cloud tutorial

Id: 9w64fDw5Xdw

Length: 50min 53sec (3053 seconds)

Published: Sun May 09 2021