Implement Salesforce Community / Experience from scratch

[Music] welcome back to my tutorial so in this session we are going to build a mini project on experience cloud so where i am going to build a customer support button think i have a company named as controller system.com where i used to build different kind of website i do different kind of digital marketing or i i have some kind of productivism so for this company i'll have different kind of customers so now for the customers i i want to give them some kind of community or you can say experience cloud assets where they can communicate with us over the chart or they can communicate with us over the like discussion questions or through the knowledge articles they can get the self support or through the case they can raise a case for any resource let's think you are a customer and your website has some issue you want to raise a ticket or case to us then you can do through that community cloud or through that experience so we'll develop a experience so how it's going to look like i'll talk about that and what are the features we are going to add so we will do everything without writing a single line code how we can expose a customer portal or you can say customer community or you can say experience cloud or and how the customers can communicate with business so in this session what i am going to do i am going to build some community like this so where i am going to have uh some kind of button where they can raise a case to us they can ask or post different questions in the group like social group we may have or or if they want to see the different kind of knowledge articles okay they can see from here and all these things and if they want to chat with our customer agent then they can do from here and different kind of articles what we have we can they can see here we will see how am i going to manage the knowledge article how how we are going to change the branding of this this community or this experience and how am i going to manage the my profile page so so in this session we are going to develop one small community where i will use knowledge articles which will organize by the topic and feature topics we will provide a online chat button which will be as a live chat in our community and we will see like how customers can create cases and how they can they will be able to access their case and how they can post questions in discussion groups and how we can customize our branding image logo color and all these things so let's not to do late let's sign up for a salesforce account and start this experience cloud or start this building of customer support community from the scratch so in this session i am going to build a community for this company so where customers can able to communicate with us okay to do that what i want to do first before i build the community i need to have the self-resolve so if you have a salesforce work you can do with that or if you want to create with a new work you can do that for this i am going to do with a new work and to get a free developer org simply i am going to developer.salesforce.com and here i am going to sign up for a new salesforce developer edition which will be lifetime free so for that what i'm going to do here i'm simply going to do sign up i'll provide the email address my username name and i can do that simply i'm going to give the name as the verses jenna and email address i'm giving as this you can give your email address and set some role and then set the company name for example i'm giving the company name as ctrl systems and now i'm going to set country as india for example any country you can select and post alcohol i have given seven five four two zero five anything you can get and now i'm going to give a username devices are thread ctrl experience dot com okay then simply i'm hitting sign me up so this will let me to give a uh account activation email to my provider email address then we will have the salesforce account so once i have sell first account what i need to do so now my target to build a experience or to build a customer experience or you can say customer community for this company who do different kind of website the development design you know digital marketing or some cr employed or some utility product development so this company have different kind of customers and for them i want to build a experience where the customers can communicate with this business and this business customer agents can talk and can reserve the queries and as i shown in the image i am going to build something like this okay so the different knowledge articles to ask a question contact support online live chat all this branding image will see how we're going to do and it's quite easy and quickly we'll do without writing a single line code so let me see if i have received any email it so let me open the email for my developerworks assets which we have signed up right now to do that let me open my email yeah so we'll check if we have received email or not it takes a little bit time so once you get the email as you know we are going to we are going to sign off for this account we will set our username and password let me represent okay so now if you see the building of this community is quite easy so in the complete session of this mini project where i am going to build this community i am going to write a single line of code we will see the power of salesforce power of experience cloud without writing a code we can expose a public site where my customers can communicate with us how they how they want we will set up a live chat that will show in the community here as a general of agent stop line you can see here or we'll give the options to create a case we will have different kind of knowledge that knowledge articles or topics which will be accessible you can see here i have the i have shown different tabs home topics cases different different tabs we have so i will show you this navigation item or taps how it's going to happen and somebody can come also search if anything they want so now if you see i have received email let me open and activate my account so once i activate account then i'll go to do the next steps just set your password give your security questions okay now you have a salesforce account or you can say salesforce.org where you can do now community setup okay i as i have explained the concept of community in all of all above topics so i'm not going to go through the theoretical part of it i hope you have seen my sessions from the starting if not i request you go and check it out okay all the systems whatever i have go and check it out so now if you see here first once i get my community what i need to do uh once i get my salesforce what i need to do to have a community so by default the community or experience is not enabled in any world so we have to enable it so what we do so when you want to build a community let's our experience i'm saying community and experience both are the synonym so what you need to do first you have to go to this gear icon so you can either go for service or service setup i am going from this service setup from the lightning experience if you are not in lightning experience come to lightning experience if you if when you logged in if you are in the classic simply come back to the lightning experience so that you can see the service setup how am i am i going to do i'll follow this lightning experience to build my site or you can say customer community so now here you can see the gear icon in this gear icon you click it then you can see something called service setup so first i have to enable the experience okay that's my primary fact we signed up for our salesforce account then we enable my experience so so that i can build some experience for my customers from this org so now go to the setup click on service setup you came to here you can see this is the menu for my service setup and now here simply search experience in the setup search you search experience so under digital experience you can see only one option coming right now setting which i have shown you initial sessions where i was talking about community a lot theoretical part so now if you see here under setting you can see we have enabled okay once you enable digital experience in order we must still create configure customize and activate site before it light we enable it then we have to customize it we have to configure many options then we can publish the site so that site can be accessible to my customers okay so that's my primary fact that i want to do and when i'm enabling what i can do you can see some kind of domain name it asking okay we have to give the domain name so what i'll give i'll give domain name as for my company name here for example we'll see this name is available or not so you can set up a domain name how do you want so i just copied the domain name simply i came here enter here so i can check if this domain name available or not so the name i'm giving giving as my company name and i can give simply called customer okay so i click check availability okay so my domain is available so what i can do i can simply click on save so now i have enabled my digital experience or you can say my account where i can build my experience for my customers so once you enable depending on your additions you you can see the number of sites you can create okay so we signed up for the account we enable digital experience okay now in the next we'll see how am i going to start with my community selecting from the template given by self option so in previous session we have seen how we signed up for the sell for serve then we have enabled my digital experience from the setting now once enabled next what we can do we can create a site so now depending on your edition you can create number of sites so here like you can see i i can have 100 sites active in active and preview mode so you go and click on this new button once you click new button i'm going to create a community or i'm going to create a site for this business okay so that that's what i did now i want to build for my customer so i'm just going to uh create a new site and and i as you know there are different kind of tools or you can say different kind of templates already given by self-host to build any any experience for my customers so you can see the moment i select the site you have different different template which you can use or if you want to build by yourself complete customize that also you can do we can build our own uh how you want but i am going to use one template simply for example i can select this customer service template and i can use this one so with this template what i can get i can create a responsive site that lets member post question access content record they can view and you can see it's basically used for self service collaboration and custom customizations so let me select this one then if you want to know more about it you can read it so using this template if you want to build a experience build a community or you can say we build a experience for my customers then you can create a responsive site with this template which where my community members can post questions can access the content or record what i expose or they can view the knowledge article they can collaborate and create support cases there are the different features we have let me click on get started it takes some time to setting up so simply before that i can give the name the name i am giving us let's consider ctrl systems experience okay i click on create so this is takes some time to set this template for my experience to be built so if you see up to now we have done with three different activities signed off for my salesforce account we have enabled my digital experience and then i have selected the template with which i am going to create one community okay after this much we did so let's see what is going to happen here so this is the community what is coming to us right now it's in the preview mode so as i have explained in my alt all sessions previously in this tutorial like builder the gamification and administration although all the concepts i'm not going to talk theoretically here but i'm going to implement the concept to build a community like this okay we'll see what happens in the next session we'll talk about how am i going to implement one one features of this page what you see here like if i want to set up a chat how am i going to do it so in previous session we have seen how we sign up for the salesforce all then we have enabled digital experience then we have created a site with the template okay with the customer support template now let's see what my requirement my requirement is that i want to have knowledge article to be exposed in my experience or in my community and i want to give an online chat button with my live chat let's do this one first where this is going to come if you see i want to have a feature where my customers can do a live chat with my customer support agent they will click on this button and they can start the chat with this so how i can do a setup of live chat from my for my business with my experience which which can be accessible to my customers so to do that what i'm going to do here so i will set up for live chat first in my all okay so to do that let's go to my site simply click here then let me go to the selfer setup okay so now here let me go to the service setup or we can say if you want to go with this selfie setup that's also fine but for each i'm going to do with my service setup here you can see here service setup so now what am i going to do it so here i'm going to uh my sites let me open my sites you can see here i have my all sides okay okay you can see here also it's here and if the what i'm trying to say here the size what i have created is accessible here and this is my url first of all okay so let's i am i want to build one chart live chat which will be exposable to my experience or to my customer experience or my customer community so customer community will have one url so i need on the chart or live chat what i'm going to build that live chat where i want to expose or where i want to show to do that once you go to this all site you can see there is a url this is the url which can be accessible for my customers this is right now in preview mode let's copy this url and key with this so we need this url when i want to set up a live chat okay so once we do that next what i need to do so let's see how am i going to do my setup okay let me click on this home tab i'm in the submission of setup home so here you can see lot of quick set of guides are there or quick setup steps are there which you can use and if you are visible here and few you can click view all and see so once you click on view all i can i can search something called with the chart let me see if am i getting anything in the chat you can see there is if you want to add a live web chat to your customer service experience or you can say to your customer community you can use this simply select it so how am i how i came here so let me show you again service setup let me close some part of it before okay service setup then if you are not getting the chat option here click on view all then simply search with chat then you see something called chat with customers and if you see there are many many options we have like if you had a messaging channel phone support you want to connect to support through email all the options are there so which one you want right now i want to chat so simply i search chat select it so once i select what i need to do okay so now it it's just a into the introduction page so connect with your customers wherever they are with live web-based chat with a click button we can generate some kind of script or some kind of code which you can use okay so let's see how it's going to happen so let me click on the start here i want to build a live chat so now when live chats are coming it will come to a specific queue who like to whom this queue will come we can give some name so let's see this q name i'm going to give us wave support okay so the name of this group i can give for example chat group okay and who are the users so right now i'm only one user so one name coming you can search multiple people's and they are in the live chat agents okay who who who are the part of this cq and who can do the chat with my customers okay so now let me click here next year so now like it talks about whenever uh you set up a live chat let's consider i have five engines who can uh chat with my customers okay now whenever multiple customers are trying to connect let's see at a time i have 50 customers over my community and they are there in live chat with my agents so who the agents can take how many live chats or how many work items okay and each agent have how many capacities you can set here i am going with by default okay you can set any number what you want then click next so now on which url when which experience or which website you want to so this chart simply just keep that url if you remember i have copied this url uh before so i just kept here then click next so now what you what you want so now here what is your type so do you want to link the chart with object in salesforce to give you full view of your chat visitors or how you want do you want to link with lead or do you want to link with case and contact or do you want to link these charts with contextual okay what is what you want that we can define here okay so what we can do let's see i want the chart for coming that will be associated with contact and case because i am giving this as a customer community or my customer experience while i'm exposing my cases and contacts i i want to link with both case and contact i can select here and i can click next so in if sometimes your team is not available do you want to give some offline support okay if you anytime you are applying then what type of message you want to give so don't leave your customers hanging create a support from uh to let visitors log a case when your team is off duty so do you want if any time you are offline your team or sorry your customers can reject case or not okay if you want that also you can do from here okay so let me set also compliance of what i want it might not available at any time so customers when coming to the lighter they can simply raise the case and they can leave okay in the case i just want to these fields okay i just kept here okay so which one you when you want you can you can keep here and then let me click next so now my setup for the live chat is ready okay so now you can see some set of code generated you can see embedded help service button okay some set of codes already you can copy this in the clipboard and you can keep some here which you might need later but as i said i'm not going to use a single line of code i will see how this embedded service chart automatically will be linked to my website okay all to my experience cloud that also so once you do this what i need to do simply i click next then you are ready to chat if you want to test it or you want to see some kind of resources that you can do or you can simply click done so now once i set up this live chat so now i'll set okay so how these live chats are going to work for us like for example when my customer like when i am agent i logged in i will see some omi channels or some kind of window i'll get where my customers can chat i'll show that how it's happening so let's understand that to do that what i do uh simply let me refresh this page so that that's that the live chat what we have created i want it to be reflect here let's search the deployment in the setup so now you can see there is something called chat deployment we have created a live chat now that live chat should be deployed okay so now you can see i click on this deployment i have you can see something called chart setup flow here okay we can edit this chart setup flow or let me explain a little bit more about it so you can see we can create deployments to implement chart on your website we have created my chart now we'll create a deployment of my chart to the website so sell first will generate few lines of javascript to our inner company's web page we'll see what is going to happen let me click on edit this chart setup flow okay so what i'll do here you can see the chat when you title instead of live chat i can give some name so simply i can say my chat name is ctrl f systems okay experience any name you can give and if you want to allow this chart to be accessible with speech at apa or you want to allow visitors can save the transcripts for their chat what chart they do if they they can save it okay then i can get it as a transcript you can select this one okay or if you want to you need timeout if you want to straight for the chat that also you can do i'm not doing anything i'm going with the default options and i click on the save so this is nothing but the deployment what we initiated okay so what is more i am going to do on this part so now for the chart what is i'm created now i have to create some kind of uh skills so like there is a customer who want to chart their message in my community or experience let's think here they click on this button and they started my chat now what is going to happen so now let me see if i have that small community already opened yeah if you see here if i click on this part so how it's going to happen so somebody you can click in the chat and they can try to talk to us okay when agents are available so now what happened here same thing i if i have multiple skill set of agents so i have to define the skills so skills nothing but the expertise area who can handle what type of chat so skills are the area of expertise you assign to the agents so when the chart is coming chart will be route to that skills so what it mean so in the setup simply go to skill you can see under chart we are getting something called skills so if you see we can use skills to track expertise of agent like their field service technical or other staffs or we can assign skills to agent in the assign user and assign profile selection sessions also and for omni channel field service and lightning scheduler you can assign skills from their service resource page okay let's see how it's going to happen so now i can define different skills so for me all are web support so simply i can create one skill here so when i do live chat i am defining a skill so simply i am giving the name as web support okay and here this web support who are playing web support let's consider in the profile i can take a few profiles for example uh let's i'm taking system admin i'm the system admin i am i'm the the one user in this developer so i am the system admin or i can select multiple profile like customer support profile or i can take standard users for whatever you want you can simply select this profiles here so we have defined one skill set and these are the members or these are the the users of this profile are the member or of this skill set okay so simply i can click on the save okay so now see what how many points we do we did till now we sign up for my salesforce account we have enabled my digital experience then we have created a site then first part i am doing setting up my live chat so to that i have using service setup i have created a live chat then i did the deployment then i defined the skills okay then we can create a what i am going to create a chat configuration okay what it mean so if you go to this chart let's see in the setup simply i'm searching here chart so you can see something called chart agent configuration so i have my chart i have my agents so they are not linked it correct so i develop a live live live chat i did the deployment process of it okay then i create some skill set okay now uh nothing but that skill set uh assigning to the profile which defines the user of the profile or the skill set based agents so now i will create a agent configuration if you see here something called chart again configuration we have many more things like if you want to see the block and visitors you want to uh chat button or invitation you want to have lot of options but i am focusing on what i am going to build on this project i am going to define some agent configurations define which features are available to your support team when they chat with customers so what i can do simply i am going to create a new agent configuration here okay so simply i can give a name let's see i'm giving the name as web support configuration okay and see omni channel is turned on chart capacity if you want to change you can manage with the presence configuration here so which you can see a lot more about this in the service cloud sessions okay so now so here also i am not going to do a lot of things so all selecting as default and in the profile i am selecting it here let's think customer support profile i'm selecting next as my standard users and next as my system administrator okay so a few profiles i have selected so you can choose which one you want but i'll tell you always pick the system admin as per your learning and because you are if you are working in the developer all then you will have only two users so definitely one is the system admin which will be associated to you so to check or to test we need that so i'm keeping the system administrator here okay then all the options what we have i just keep all default then click simply send okay if you want to learn about more live chat and the communication setup then we can see our service cloud tutorial okay so now uh see how the steps are depending we defined my live chat we enabled that for the deployment okay then we create the skill set and that also assigns profile then we define my chart again configuration now we will add the chart agent to the service console for example i am agent i logged into the salesforce now i am in my service console application let me show you i am in a service console application because i am a customer support agent i am i have upon this applications now when somebody um given from the copy experience they're they're messaging us how should i get that okay so now i'm going to enable that what i'm going to do here i will add the chart agent to the service console so what it mean to do that again i am going to my service setup let's i can go from your service setup if you are not in this page simply go to the setup or gear icon click on service setup from the service setup what you do let's go to my app manager so how will god manager simply search your app then you can see something called app manager i am going to open my app called service console app you can see here service console app okay so in the service console lab if you see in the right side head you have something one drop down arrow where i can edit it let's click on edit okay so now i want to add as a navigation item so you can see there are multiple items if you have there's something called lightning a builder it is something called navigation item i want to see the navigation item here so now it's an item what we can choose the item to include in the so right now in the service console app i have case contact account all these things i want to set uh navigation item so to do that what i'll do simply i can search your chart you can see something called this conference will now be recorded i was talking okay once you come to this app manager okay once you open this service console app then go to navigation item so whatever the navigation item talks here uh like in the service console half point open so we can see some items navigation items here so now navigation item nothing but we can choose the item to include in the app and arrange the order in which they want to appear so now here i want to add my chart session okay so you can select the station you can keep here if you want to take off or somewhere you can do that okay if you do not want to add then we cannot to like if you if you don't if you want to remove something you can select and remove also i am not removing anything i simply add my chart system and kept here okay i i i want to keep here only and once i do it click on the set okay now we have completely done with my chart setup you will see when i'm going to publish this my website how my chart window is going to come and what is the component given which will be helpful for me to use it so everything we are doing step by step so one step we did okay i want to have a live chat in my experience something like this okay for that i have created a live chat from my service setup and then we did the deployment let me revise it quickly for you so if you see here if you go to my service setup and if you see here once we have our chat then simply we go here and do the deployment part okay then we have the enabled my skills from this here you can search skills which android com start then you can search chart and you can see my chart again configurations okay then like all these options we have completed okay and once you do this then we have connected my so all these things so in the next we are going to once this is done we will see how all these things are going to be display in my site so in previous session we have seen how we created a live chat and how we are as a navigation item in my service console app and how we have added the skills so now let's see if i go to my community let me go back to my cell phone setup so now let me search sites here under digital experience if you see there is something called sites all sides so the site which you have created you can see that here so now let me open the printers i now i want to customize my site to our my live chat what we have built okay so what i can do that so we'll do one by one everything so as we developed my site i'm going to add that site here right now so to do that what i do now i i'll show you how am i going to add my chart snapping in my component okay or in my in my site so that i want to do somewhere in the down you can see here i'm keeping getting down so to do that what i do i can drag a component to here okay so if you see here if you go to this component list there is something called chart if you search the chart you see something we have embedded service chart as a out of box component we have given by salesforce whereas the users can start a live chat with the support agent from here so to do that what i am going to do i am simply going to drag this and put some here here okay i just kept my live set options right now here okay so now the moment i added here what is going to happen we will see we will get one pop off so this is the chart when you say you can see there is some kind of url given so this is a third party url you can think now it's not with my domain okay so now let's copy this url up to this plus so which will allow in our csv policy i just copied it okay so now we can click ok this is my first activity what we did so the moment i add my embedded service chart it's showing me some pop-up which says okay you have csp vibrations we search okay let me allow this access that we do okay if you don't see this pop-up so what we can do uh you like you can check if already this his site is already added or not okay in the in the csc policy this is my one thing we did so now once it happen the url what we have copied we can keep in our uh csv violation policy if you go to the setting so here you can see security and privacy so now you can see here csv policy so let's instead of strict block the inline script so what we can do we can address we can relax it we can format access to inline scripts let's allow it okay once you do that what will what will happen we got it and then you can see below to that we have something called trusted site okay so in this trusted site we can uh keep our url okay so once also you can see again the same same url comes you can if you didn't copy you can copy from here simply ctrl c click ok and that i can take and i can put in my trusted site all the options are available here up to now we have not written a single line of code let me click okay then under the thresher side you can simply give this url and let me paste this url and let's give me the name as any name you can give okay for me i'm giving ctrl live chat let me click on the r site and don't forget to make it as active this is one part we did so we'll do one by one so once we do this much thing let me click on publish and see how it's going to look like or if you want to take a preview we can do the preview also you can see in the down we are going to get something called contact us now got it okay now you can something called contact us coming if you click it will open nothing but my chart so if you take a preview of it see as my team is offline now it's showing me to graze a case i can do from it from here okay we'll see how all these things are going to happen right now okay so this is one this is one part for us right now yeah so now secondly what uh what am i going to do it so we understood okay i can do the uh chart setup here so secondly in my in my project if you see i was talking i will have some kind of knowledge article and i'll have some kind of case creation mechanism by the customers from from my experience or for my customer community let's see in the next session how am i going to build that so in previous session we have seen how we can use a live chat in my community okay so let's do little bit more thing here so let's understand how am i going to uh knowledge article in my in my experience so i want to work on knowledge article i'll have different knowledge articles and i'll see how am i going to set up my knowledge article in my experience okay so this knowledge article nothing but like a self-service to my customers they they can search different questions and answers like you can say faq kind of thing where they can get all these questions or all this knowledge and knowledge is what we publish okay so to do that what i'm going to do here let me go to the software setup okay so in the selfer setup what i if you are not in this page simply go to gear icon click on service setup then you will be on this machine okay so now i am going to use the service setup menu here you can see here i can click on view on here i can see how am i going to do the knowledge setup simply search your knowledge you get an option called knowledge setup select it then lightning knowledge lets customer and agents draw your wealth of knowledge articles we can enable my knowledge article and once you enable we cannot disable it okay so what we are going to do on this setup we are going to enable knowledgeable articles we are going to select who is the knowledge author and we can organize our article with different data categories let me click on the start and see so you can see i have one user so that one is just by default i set it as knowledge authors okay choose who is going to remain on the passport if you have multiple users you can select that also over here then click on next okay so now uh if you want to control with data category okay uh that also you can do right now for my department i don't want to have a data category if you want a category you can add that category with the multiple options you have here you can add multiple how many you want i am not going to do anything okay if you do not want to organize your knowledge with different data categories then simply you can skip it okay or later also you can do it okay so it's nothing but similar arctic articles can be combined in unique data categories okay that can be rolled up to another category group so i don't want that simply click on the next with multiple options then i i'll i'll go and create articles once we setup it so right now i'm doing nothing and simply click on the penis so just i select who is my knowledge author and i click on the finish once you do that then you can go to my object manager so if you see there will be one object for us named as knowledge if you see here i have object called knowledge so if you want to have a different field on this knowledge that also you can do okay if you want you can create different record type let's consider what are the standard record type we have right now i definitely will have a faq type of record type verify if this is available or not this recording can be used for simple question and answer of the articles that's already available if you're not there you can create also okay and now let me create a field if you want to these are the different fields we have if you want to create some field that also you can do i can click create a new field of type text along so let's see i want to say uh one knowledge article where is your office locations okay i can put that as knowledge article and i can give my answers so instead of anybody who post that question in my live chat they can see in my site this kind of questions so i can simply select a text really along and let's give the field label either text or if you want to use any a standard of solid field also that you can use so i'm just showing this so if any time you want to create a new failing knowledge object that also you can do and i'm setting visible to all the profile okay let me click on the save i've added on the layout i click on the same so now if you see this noise knowledge article also have a page load if you go to this page layout you can see there is called knowledge layer if you want you can edit this layout also so like if you want to organize the field where which fields you want to display that's i want to display text then i want to display title letter to that that also you can do i can click on the save also okay so this is my one part then what we do the content what i am going to display on my experience or on my community i want to organize that content so when i want to organize i can organize with topics we can we can categorize or we can classify my search knowledge article by specific topic names or topic areas okay so without enabling self-host knowledge topic article cannot be displayed outside of your all so if you want to display articles outside of the all then we have to use the topic okay so what we can do for the topic uh topic is one thing which right now not to manage in experience in the lightning i can go to my classics window or you can say classic experience then here go to my setup then for setup just search for topic you can see here we will get something called topics for object click that so now which object topic you want to know so i want to enable the topic for the knowledge if you see i have something called knowledge which is disabled right now select it then click on enable topic so enable topics for objects so users can add topics to records of that object type on the record page okay use topics to organize your records and discover people on group knowledge in the same topic that's fine we enable this okay so just simply click on this enable for topics okay and what are the field i want i want the field like text and title text nothing but the field which we have created and title reverse the existing field any field you want you can you can enable it okay that we can do and you can click on save here okay now we'll see i i want to create different kind of for knowledge articles so what we can do let me go to go back to my lightning experience so here we can go to my knowledge if you search in this app launcher let's search simply knowledge so now here i am going to create different different knowledge so i'll show you what kind of faq or knowledge articles i'm going to create from here and how am i going to expose that to my community so in previous session we have seen how we can create the how we enable the knowledge articles now i will see we will create different different knowledge articles okay in our org which will be exposed to our community or to our customer experience to do that what i do i'll go to app launcher so simply search your knowledge then we are in the list app so here we can create new knowledge so you can simply click on this new button so now you can create new knowledge of title faq okay so i i have set up some kind of questions which i'll share in the tutorial you can get it so let's see i want as my company is all about website design development digital marketing so i want to put some some kind of faq in my community okay what will do do here then so now i'm going to set a question like how much does a new website cost this is one kind of question want to say and and i as answers i can put this okay simply i can set this so if you scroll down one more thing you have to do here you can see if you want this knowledge to be visible to customers simply select this one visible to customers and click on the search this is one knowledge which you created in the draft mode like this we are going to create multiple let me create one more new so next time i'll do all save on you so next next questions i'm going to take here let me maximize it how long it will take to get a new version and this is going to be my answer for it simply i'm taking it this questions also i'll put in the resource you can directly copy paste to youtube okay so let me go to the knowledge here let me create a new knowledge again so let me take another next questions do i have to work locally with you i can set this as a first screen i can send this is my answer so you can set any kind of answer what you want scroll down and let visible to customers so then next questions we will able to update my site when i'm able to complete it once once my project done can i able to can change the site dynamically this is another thing but in different kind of faq which you are working let me copy this and press yes let me clicks okay let me visible to customers save on new take me some more questions will you maintain site for me yes and you can provide some url also if you want so for the content you want you can keep everything okay my website will be mobile friendly some set of questions just randomly i have taken to show in the site so like this i have some questions regarding my digital marketing so that also i can say that the question here let me put this answer and i want this also to be visible to customers cmr let me take one more question i am just this question and answer what i'm writing here i'll share in this tutorial you can simply use also more two questions let me post so that my site should look full let me enable this and let me make visible to customer also let me put my last questions a different type of knowledge we have created so now once you create knowledge it's all are in the draft stage so we can simply publish it also let me go one by one okay these are the different set of knowledges we have created if you go to knowledge if you see the draft knowledge what we have or you can have the articles these are different articles we have created so now once we have created this knowledge articles like if you want to add more questions or more articles you can do that i'm just done with these 10 articles if you want more you can do so now i want to publish it simply select all then there is one button you can say publish click on this publish so the knowledge articles are now reviewed and published and i don't want to change anything in the existing translation let me click the publish so these are the articles which i have exposed to my customers my customer can use it this is one part but now once i have my knowledge i enabled my knowledge i created the topic then i have set my knowledge articles now how this knowledge is going to be used in the topic so whenever i want to add a knowledge to the site we have to use topics we will see how am i going to use the topics to do that again i'm going to my service setup here so in the service set of what i need to do i can search all sites this is most important part [Music] and here you can see workspace let's go inside workspace then we can see different options here we have something called content management we can organize manage and build collection of for your experience cloud site okay we can manage our content from here knowledge article nothing but one content for me so now in the content you can see in the top i have something called topics in the topics again we have different type of topic you can see navigational topic feature topic so now we can open my navigational topics okay so i can give different names for example i want to create a topic called as customer support why i'm doing this so why am i doing this customer support topic so if you see this site what i'm making in the first you can see i'm showing some feature topic you can see customer support which will grow opening product so now for each one creating one one topic so first one i'm creating customer support similarly i can add the remainings like social group and a new product so now i'm going to create a another topic navigational topic which i called social product social group okay so i can click on the add add icon then i can add one more name as the new new products so let me add a new product click on r so now i can save this so now these are the different navigational topics which i am creating and this navigational topics if you see in the site it will be it will be appeared as i have shown you same way i have something called feature topic so let's think i have 50 different topics out of 50 different topics what are the topics you want to make as a feature topic we can add a maximum of 25 topic as feature topic and the feature topic what you see you can see in this in the site page here i am displaying customer support social group new product so what are the topics you want to show as a future topic that topics you can add here you can add the image image on it everything like how you can see everything we are we are adding here so i'm adding social group customer support and a new product as one one uh you can search one one of the feature topic so we can edit and we can upload the image for it just click on the pencil icon then you can see there is a thumbnail where we can upload different image so these images are i have already downloaded so i'm just uploading it so for customer support i have uploaded support image let me click close button then i can go to social group i can add this social group image okay you can see here so that also like this i am going to add each image for the each feature topic which i am going to display on my site page this topic will be associated to a knowledge article i will show you how this knowledge article we are associating also so once you associate you can go to the topic you can see whatever the discussions and knowledge articles you have under that topic topic nothing but like a grouping or categorization we do with the uh knowledge articles okay let me save it yeah so now these are the different topics we did after that you can say something called article management so now we have created a different type of knowledge articles like faq or frequently asked questions so each article what we have i am going to add that to a topic for example if i have a knowledge article how often should i update my website i want this not this knowledge article to be in the part of topic customer support and new product you can add one knowledge article to one topic or you can add to multiple also so i'm just going to edit each one of these and i'm going to add randomly to a few topics so that i can show you inside how it's going to appear so here i can do customer support let me save it okay if you want multiple that also you can do but let's say both customer support and social group we can add and save it so if you want any article not to be associated with topic that also you can leave as it is or if you want each article to be associated one of the topic that also you can do it okay so like this you can go ahead and update each of each of the topic for to each of the knowledge that he killed what we have added to a particular topics or to a multiple topics okay let me edit next one so will my website be mobile friendly i want to put it as a customer support we can do that and let me go to next one will maintain my site for me i want to put that under customer support topic we can add it and we can save it okay same way i'm going to do for all remainings you can randomly choose any of the topic you want okay but when you get the business requirement you can get okay these are the articles should be part of these topics and we can do that but for learning purpose you can put any other topic you want here let me do all remaining two so how long will it take to get a new website i want to put that as a new product let me save it and i want to see next one how much does a new website cost i want to put that also as a customer support group any group you want or any topic you want you can add it okay so like this we have added all of the knowledge article to different different topics so in the next we will see how this article and topics were to be avoided how this is going to be in display in my site we will see how am i going to customize and like i can set up my company experience in a in salesforce with different branding thank you so in previous session we have seen how i have associated my knowledge articulate topic and now i'll see how i'm how am i going to expose this knowledge article in my site i am going to do the branding of my my site or my community with different color combination different header images different logos let me go to my all site if you are not on this page simply go to this service setup then search your all site then you get it here so here simply click on builder okay so once you are in this builder so now if you see this is my side what looks like right now okay so now what i do here uh let's let this do low then i'll talk whatever changes i need to do here so if you see okay load it you can see there is something called uh heading like headline i want to update my headline okay so we can do that and also if you see that this load i'll just show you what i'm talking here the feature topic what we have created you can see it's displaying right now here immediately okay i'll i'll show you what it's all happening but now you see i'm just in this header page or you can say headline so what i can do here i'm just going to modify this segment so if you click on this headline you can see here design attributes coming what title you want to display here simply i can say i want to align with my website so if i go to my company site okay my for this company i'm going to build that so simply i can say we create brand that matters for example i'm just putting some content so to understand that as a banner text we kept it and here i can say simply welcome to ctrl f systems okay and so these two title and binary text what we have updated okay and then let me close it let's see it should be you can see this is change happen right now here and now i want to make this as per my company branding so you can see the my buttons are with this color my text in some other colors like that and my i have a logo that i want to update in my site also so now to do that if you go to my theme so here you can see the colors my buttons if you see the accent colors whatever we have i want to set some color i can change which color i want okay and you can see accordingly my buttons colors are keeping getting changed if you want to change the text colors everything you can you can do here if you want to change the page background color that also you can change completely if you want some this kind of color as a background that also you can change how you want okay and so this is nothing but the color combination what you want you can do similarly if you go to the images so here see there is some company local i want to put my company logo i click on this logo i'll upload the upload one image here so simply i click on this upload image so i have a logo which i want to use i i'll take that let's think let me take this logo as the image okay so this came as my image now same way i want to put the header you can see this banner what we have i want to put some kind of header there here in the background i want to take a header image simply i can select this header image i can upload one more image here right now let me take a file here i'll share all these images and the text what i'm uploading everything i'll share with you you can see that let's this is my headers i kept you can dj if you want to do you can design any of the header and you can use that also so this way i just update my header and my logo how you how i want if you see close it now you can see my logo comes here right now you can see here okay and this is my background how you want any other backgrounds you can use also okay and on top of that what i want like i want to give the option for my client to create the cases okay as i said there will be something called cases which nothing but i can add a navigation so as i discussed in my previous sessions this is nothing but my navigation menu in the navigation menu what i can do if i click here and you can see there is something called edit default navigations i can edit and i can create a new navigations so i can add a menu item as a case which will associate to my salesforce object simply i can give the name as let's consider cases and this type going to be associated to a salesforce object and what is the object object nothing but case and by default i want to show my open cases okay and let me set it as publicly available okay if you want to give some image you can do it but i i don't want anything i simply click on the same menu so my client can manage i can work with cases can do the live chat can see my knowledge articles okay now when i say about knowledge articles what we need what we need to do we have to add that knowledge article option in my community so how i how am i going to that so that also we can do it simply using some component you can see here feature topics already came here and here you can see i have already my service chart same way if i go to component okay if you search trend so whatever train articles i want to show that also i can take from here and i can put this this all are nothing but one one component what we have are these components i can use in my site however these are nothing but my out of box component which are readily available for us to be used simply i can select this trending article by topic and let's consider i'm going to use here okay i can put that so what are the articles i have which are trending articles that all will be display here simply okay so if you see how many articles you want to show five ten everything you can display here my email is right now i have given five so you can see i be displaying here okay that we can say here okay so that part also done so now after all these things done what i want to do let me take a quick preview of this site if you click preview see how my site looks like right now and if you are happy with all these changes what you can do you can simply go to publicity see i can simply click this on my publish you can see here so now i will show you how the site is working for me in real time so in couple of hours we develop the site without writing a single line of code the best site we were aware the customers of mine can communicate with me through the site and you know how to add the members to this community in the previous theory sessions i have already discussed you can go to the site and you can add the members who are going to be part of it okay if you go to outside let me click on this so if you see this is the site which looks like to me right now like this okay so welcome to controller systems you can see my logo my navigational topics whatever i mentioned if you click on topics you can see customer support social group new product everything we have here and if you see the picture topics what we have used that also you can see here and you can see the different articles here and if you want to contact us simply click here if any agent is available then it will open for the chat right now this is coming to create a case for example let me go to my article or my cell phone setup let me [Music] go to my service console get the agent to be available right now and we'll see how it happens if i go to my omni channel okay so right now i mean offline to refresh i'll make myself as online and we'll see how this is going to happen let's go to service console let me go to my omni channel so i was offline i'm going to set my status as available for chat okay so my live chat my agent is available and if i go to here let me refresh my site now see there is option came to a chat with an expert so now if i want okay i can put some subject okay i can give some web email this is this different different inputs i'm taking before starting a chat i can click start chatting okay so now once this happens you see if i go to my you can see there is one chart setting if like this multiple agents will be there we can simply accept it once you are saved now what is going to happen if i go to my site see chat started okay so let's i'm starting here other other client looking to build a new website for example now as a customer agent if you see here the conversation started here you can see one chart came here okay and all the informations who is the contact sending this chart depending on the email and the transcript everything coming here also automatically case also got created now i can reply as a customer agent i can reply yes i can assist you on this please do let us know what type of site looking for see i'm in the surface now from here i'm going to send it now the same chart you can see coming to here okay now like that chart applications will work simply here okay so now in the same time if i have some type of some type of guesses i want to raise simply i can click on contact support okay on the click of contact support so you can feel some information let's say consider subject i want to say website slow okay like you want to associate with a new contact or anything we can do that or simply click in submit and you can see if you want the knowledge articles here we are showing this one okay so for this how much what are those questions or articles we have we are just showing that here okay let's see i i want to see my cases i can click on the case tab we can see whatever the cases we have right now is me i just logged in so all the cases showing here okay so now let's consider i'm going to create a new case i'm in the home tab i want to contact support again i want to say something for blog okay see the moment i'm changing this subject automatically my knowledge article getting changed depending on what i have i type blog you can see my blog related articles displaying here it may be helpful to answer these questions if not then they can raise a case from here okay it search the subject and the description what i'm entering depending on that it will suggest my answers so based on that we can find it out and also we have the feature here you can see like a ask questions i can post some questions in a discussion group so i want to post to okay as a social group topic okay do we need to have any special meet or not a group that's new so do we are or are you going to launch any new service for the customer somebody posted the questions okay you can see here if you want to have some details toward you can add it here or you can simply ask the questions okay it's nothing but ask this question is so anybody can go to this question and they can answer something they can answer okay if they like they can like it okay or they they want to give some votes they can do that all these things we can do here and whatever the articles we have if you see here the knowledge articles what we have exposed if somebody want to see these noise knowledge articles simply they can click on this new articles if they like okay you can see here so if they like they can thumbs up or they can thumbs down whatever they want they can do it and also if you go in the home tab you can see in the customer support if they click on this all the discussions and all the tables whatever we have everything will be displayed here they can the same place area very small small customer community which we build so quickly with multiple features okay like we know how to manage different way my customer can communicate with us through the live chat or by asking a question or by seeing the articles they can have the self answers or also in the project we saw how am i going to update the images and how am i going to add the knowledge articles or how am i going to set up the live chat completely okay thank you stay tuned for my upcoming sessions i have more than 18 plus tutorials in here and if you like then you can see the tutorials it's like all around of salesforce i have built different different sessions go ahead and check out thank you so much

Channel: Salesforce Code School

Views: 14,756

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Id: GW6RsjM92ik

Length: 76min 47sec (4607 seconds)

Published: Thu May 13 2021