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Salesforce Communities
Managers Guide
Salesforce, Summer ’15
@salesforcedocs
Last updated: June 20, 2015
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as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.
CONTENTS
MANAGE YOUR COMMUNITIES FOR SUCCESS . . . . . . . . . . . . . . . . . . . . . . . 1
COMMUNITY MANAGERS AND MODERATORS WORKING IN SYNC . . . . 2
What Are Community Managers and Moderators? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Assign a Community Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Assign a Community Moderator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Community Moderation Strategies and Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Enable Users to Flag Items in Your Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Moderate Posts and Comments in Your Community . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Moderate Files in Your Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
ONE-STOP MONITORING USING COMMUNITY MANAGEMENT . . . . . . . . 8
Community Management Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Access the Community Management Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Get Started with Communities Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Dashboards Package for Salesforce Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Install the Salesforce Communities Dashboards Package . . . . . . . . . . . . . . . . . . . . . . . 12
Salesforce Communities Dashboards Package Metrics Defined . . . . . . . . . . . . . . . . . . 12
Upgrade the Salesforce Communities Dashboards Package . . . . . . . . . . . . . . . . . . . . 28
Create a Dashboard to Display on the Community Management Page . . . . . . . . . . . . . 29
Map Dashboards to Community Management Pages . . . . . . . . . . . . . . . . . . . . . . . . 30
Build Engagement with Reputation Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Enable Reputation in Your Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Set Up Reputation Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Set Up Reputation Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Organize Self-Service Communities with Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Set Up Navigational Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Set Up Featured Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Manage Topics in Communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Translate Topic Names in Communities (Beta) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
MORE RESOURCES FOR COMMUNITY MANAGEMENT . . . . . . . . . . . . . . . 40
Community Management Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
INDEX
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
MANAGE YOUR COMMUNITIES FOR SUCCESS
Monitoring and managing your community is the key to ensuring the community is a success.
This guide is intended to introduce you to the roles that help ensure a community is successful, and the tools that they can use to achieve
that success.
Great communities don’t just happen; there are many people involved, from the designer to the implementer to the developer who
performs customizations. But once a community is up and running, the community manager and moderator are crucial to making sure
it succeeds. These two roles combined help to ensure that the community is:
• Active: Members are logging in regularly
• Engaged: Members feel motivated to actively participate on a regular basis
• Healthy: Member are posting, commenting, and sharing appropriate and helpful information. Inappropriate information or files are
removed.
1
COMMUNITY MANAGERS AND MODERATORS WORKING
IN SYNC
What Are Community Managers and Moderators?
Communities can thrive when community managers and moderators understand their unique roles and work together effectively.
A community manager and moderator should work hand-in-hand. They are partners and should support one another in fostering
engagement and harmony in the community. They may perform some of the same tasks, but each has unique contributions. While the
community manager is typically responsible for setting up the community and monitoring community engagement, the moderator is
typically responsible for ensuring the community is a healthy environment and that members feel encouraged to be active and helpful
to each other.
It’s important to keep in mind that your community manager must be an employee of your organization, since they are dealing with
setup, reports, and other sensitive data. Moderators can be users from your internal organization or external users, but only internal users
can moderate from within Community Management. External users who are moderators can moderate within context of the community,
such as directly in the Chatter feed.
Task
Community Manager
Community Moderator
Engage members by starting discussions in
the community
Access Community Management
(Internal users only, with the necessary
permission)
Set up reputation levels and point system
Review and act on flagged items
Assign a Community Manager
To assign a user as a community manager, simply give them the “Manage Communities” permission.
When you assign the “Manage Communities” permission to a user, they get access to all the
community management features in the Community Management. Keep in mind that the user
must be an employee of your organization; external users can’t be community managers.
USER PERMISSIONS
To assign permission sets:
• “Assign Permission Sets”
1. From Setup, click Manage Users > Permission Sets, then click New.
2. Create a permission set that includes the “Manage Communities” permissions.
3. From Setup, click Manage Users > Users.
4. Find the user you want to be a community manager and add the permission set to their Permission Set Assignments related list.
The user can now manage the community through the Community Management.
2
Community Managers and Moderators Working in Sync
Assign a Community Moderator
Assign a Community Moderator
Make one or more people moderators in your community so they can moderate content in the
community.
EDITIONS
Moderators can be users from your internal organization or external users, but only internal users
can moderate from within Community Management. External users who are moderators can
moderate within context of the community, such as directly in the Chatter feed.
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
You can assign moderators by assigning a permission set that includes one or both of the moderation
permissions.
Permission
Allows Users To
USER PERMISSIONS
Moderate Communities Feeds
Review flagged posts and comments and take
action, such as removing flags or deleting the
post or comment. Moderator options for feed
content are available in the community feed as
well as in Community Management.
To assign permission sets:
• “Assign Permission Sets”
Moderate Communities Files
Review flagged files they have access to and
take action, such as removing flags or deleting
the file. Moderator options for files are available
on a file’s detail page.
Manage Communities
Moderate flagged posts and files from
Community Management, .
OR
Create and Set Up Communities
You can also add these permissions to a profile. These permissions are valid for all communities the user is a member of, but don’t apply
in your internal organization.
1. From Setup, click Manage Users > Permission Sets, then click New.
2. Create a permission set that includes the appropriate permissions.
3. From Setup, click Manage Users > Users.
4. Find the user you want to be a community moderator and add the permission set to their Permission Set Assignments related list.
Once you grant moderator permissions to a user, they can help curate flagged content in the community.
• The user can now moderate any items they have access to in all communities they’re a member of. The user can flag items even if
Allow members to flag content is disabled in a community.
• Moderators can receive an email notification when a post, comment, or file is flagged by selecting the Flag an item as
inappropriate email notification.
• When Allow members to flag content is enabled for a community, group owners and managers can moderate posts,
comments, and files in groups that they own or manage. They can view flags and flag counts, remove flags, and delete content.
Access to moderator functionality is slightly different depending on user permissions:
• In the community feed: Both internal and external users with the “Moderate Communities Feeds” permission can view flag indicators
directly in the community feed for posts and comments and decide to either remove the flags or delete the content.
3
Community Managers and Moderators Working in Sync
Community Moderation Strategies and Tools
• In Community Management: An internal user with the “Moderate Communities Feeds” and “Manage Communities” permissions
can review flagged content in the Moderation > Flagged Posts area in Community Management.
Community Moderation Strategies and Tools
Community moderation allows you to empower members of your community to monitor content and ensure that it is appropriate and
relevant.
Moderation is crucial for a community to thrive. You need active moderators who are willing to spend time ensuring that the members
and content in your community are appropriate and helpful. You also need to empower members to speak up when they view something
as inappropriate or offensive.
With Communities
• Designate specific users as moderators so that they can closely monitor the community
• Allow all members to flag posts, comments, or files that are inappropriate
• Allow moderators to review flagged items and take action, such as deleting a post, comment, or file
• Allow group owners and managers to moderate within their groups
• Create triggers to automatically flag inappropriate items behind the scenes
• Create custom reports to track flagging and moderation activity within your communities
If you don’t want users manually flagging items, but do want to take advantage of moderation capabilities for your communities, you
can set up triggers to automatically flag certain items. For instance, you could set up a trigger to silently flag posts with certain inappropriate
words. You can either query the flagged items using the API or create custom reports to track flagging and moderation activity in your
communities. To use a custom report, you must create a custom report type using Networks as the primary object and Network Audits
as the secondary object. Moderators can continue to flag items even if flagging is disabled for community members.
Who can be a moderator?
Who can moderate items in a community depends on permissions or if the user is a group manager or owner. This table shows who
can moderate and what actions they can take in the user interface.
Action
User with “Moderate
Communities Feeds”
User with “Moderate
Communities Files”
Remove flags on a post or
comment
Delete a post or comment
Remove flags on a file
Delete a file
4
Group Owner or Manager
(on items in groups they
own or manage)
Community Managers and Moderators Working in Sync
Enable Users to Flag Items in Your Community
Enable Users to Flag Items in Your Community
Turn on flagging for your community to empower members to flag posts and comments that they
deem inappropriate.
EDITIONS
Community Moderation must be enabled for your organization before you can allow members to
flag content in the user interface. If you don’t see the option to allow flagged content, contact your
administrator.
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
This setting isn’t required to flag or moderate items using the API.
Once an item is flagged, your community moderator can review it and take action.
1. Access Community Management in either of the following ways:
• From the community, click
in the global header.
• From Setup, click Customize > Communities > All Communities, then click Manage
next to the community name.
2. Click Administration > Preferences, then select Allow members to flag content.
3. Click Save.
With this setting enabled in a community:
• Members can flag posts, comments, and files using the Flag as inappropriate option
• Group owners and managers can moderate groups they own or manage
USER PERMISSIONS
To enable users in your
community to flag items:
• “Create and Set Up
Communities”
AND
Is a member of the
community whose
Community
Management page
they’re trying to access.
If you don’t want users manually flagging items, but do want to take advantage of moderation
capabilities for your communities, you can set up triggers to automatically flag certain items. For
instance, you could set up a trigger to silently flag posts with certain inappropriate words. You can either query the flagged items using
the API or create custom reports to track flagging and moderation activity in your communities. To use a custom report, you must create
a custom report type using Networks as the primary object and Network Audits as the secondary object. Moderators can continue to
flag items even if flagging is disabled for community members.
If your community uses a Community Builder-based template you won’t see the Flagged Files node in Community Management even
if Allow members to flag content is enabled. To show the Flagged Files node, select Show all settings in
Community Management from the Preferences page.
5
Community Managers and Moderators Working in Sync
Moderate Posts and Comments in Your Community
Moderate Posts and Comments in Your Community
Community moderators can review the Flagged Posts feed which contains a list of posts and
comments that members of the community have flagged as inappropriate and take action. If you’re
a group owner or group manager, you can view flags and take action on items in your groups.
Flagged posts and comments have a small orange flag next to the post or comment date. The
number next to the flag indicates how many people have flagged the item. The moderator can
review each item and decide whether to take action.
A few things to bear in mind about flagged items:
• Moderators can only view and act on items they have access to.
• Within in group in a community, group owners or managers can moderate items in their groups,
including viewing or removing flags and deleting posts, comments, or files if necessary. They
can’t see the Flagged Posts feed in Community Management.
• If Allow members to flag content is disabled in a community, only moderators
can flag items and view flagged items.
1. From within the community, click
in the global header.
Members of the community who have the “Create and Set Up Communities” permission can
also access Community Management from the All Communities page in organization setup.
2. Click Moderation > Flagged Posts to view a feed of flagged posts and comments.
3. Click Delete or Remove Flags, depending on whether you agree that the post or comment
is inappropriate and should be deleted or whether the post or comment was flagged in error.
4. Click OK.
Alternatively, you can moderate directly within context of your community by removing flags or
deleting content in the feed.
Tip: If you want to receive an email each time an item in your community is flagged, select
the Flags an item as inappropriate checkbox on the Chatter Email
Notifications page.
6
EDITIONS
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
USER PERMISSIONS
To view flagged items,
remove flags, and delete
posts or comments:
• “Moderate Communities
Feeds”
To view flagged content in
Community Management,
remove flags, and delete
posts or comments:
• “Moderate Communities
Feeds”
AND
“Manage Communities”
OR “Create and Set Up
Communities”
AND
The user should be a
member of the
community whose
Community
Management page
they’re trying to access
Community Managers and Moderators Working in Sync
Moderate Files in Your Community
Moderate Files in Your Community
Community moderators can review and take action on the Flagged Files list, which contains a list
of files that members of the community have flagged as inappropriate. Group owners or group
managers can view flags and take action on files in their groups.
Members of your community may post files that aren’t appropriate because they contain sensitive
information or content that may be offensive. Other members of the community can flag these
files for review. Flagged files have a small orange flag. The number next to the flag indicates how
many people have flagged the item.
Moderators can review and delete files in any community that they have access to.
Within a group in a community, group owners and managers can review and remove flags on files
in the groups they own and manage if Allow members to flag content is enabled
for their communities. If Allow members to flag content is disabled in a community,
only moderators can flag items and view flagged items.
If your community uses a Community Builder-based template you won’t see the Flagged Files
node in Community Management even if Allow members to flag content is enabled.
To show the Flagged Files node, select Show all settings in Community
Management from the Preferences page.
1. From within the community, click
in the global header.
Members of the community who have the “Create and Set Up Communities” permission can
also access Community Management from the All Communities page in organization setup.
2. Click Moderation > Flagged Files to view a list of flagged files.
3. From the Action column, select Remove Flags or Delete from the drop-down menu, depending
on whether you agree that the file is inappropriate and should be deleted or whether the file
was flagged in error.
You can click
to preview the file without leaving the page.
4. If prompted, click OK.
Alternatively, you can moderate directly within context of your community by removing flags or
deleting content on the file detail page.
Tip: If you want to receive an email each time an item in your community is flagged, select
the Flags an item as inappropriate checkbox on the Chatter Email
Notifications page.
7
EDITIONS
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
USER PERMISSIONS
To view the file detail page,
remove flags, and delete
files:
• “Moderate Communities
Files”
To view flagged files in
Community Management,
remove flags, and delete
files:
• “Moderate Communities
Files”
AND
“Manage Communities”
OR “Create and Set Up
Communities”
AND
The user should be a
member of the
community whose
Community
Management page
they’re trying to access
ONE-STOP MONITORING USING COMMUNITY
MANAGEMENT
Community Management Overview
Community Management is a central place for setting up and managing your community. You can manage basic setup information
including membership and branding, dashboards, reputation levels and points, and topics.
Community Management gives community administrators, managers, and moderators a central place to monitor the health of their
community and its members.
Important: The options available in Community Management are based on your community template selection, permissions,
and preferences. For example, if your community does not use topics, you will not see the Topics node. Some of the options in
the following list may not be applicable in your community. To display all nodes, go to Administration > Preferences and enable
Show all settings in Community Management.
Use it to:
• Update your community name, description, and URL
• Manage the status of your community
• Change your community template
• In Dashboards you can view community dashboards and reports
• In Moderation you can monitor and moderate flagged feed items
• In Topics you can manage navigational and featured topics
• In Reputation you can set up reputation levels and points
• In Administration you can customize your community settings, such as members, tabs, branding, login and registration, and emails
8
One-Stop Monitoring Using Community Management
Community Management Overview
9
One-Stop Monitoring Using Community Management
Access the Community Management Page
Access the Community Management Page
Community administrators and managers use the Community Management page to monitor
community activity, and set up other important management features.
USER PERMISSIONS
To access the Community Management page, you must be logged in to the community.
To access Community
Management:
1. From within the community, click
in the global header.
•
“Manage Communities”
OR “Create and Set Up
Communities”
•
AND is a member of the
community whose
Community
Management page
they’re trying to access
Members of the community who have the “Create and Set Up Communities” permission can
also access Community Management from the All Communities page in organization setup.
2. Choose the part of the community you want to manage:
• Update your community name, description, and URL
• Manage the status of your community
• Change your community template
• In Moderation you can monitor and moderate flagged feed items
To customize administration
settings or use Community
Builder:
• In Topics you can manage navigational and featured topics
•
“Create and Set Up
Communities”
•
AND is a member of the
community whose
Community
Management page
they’re trying to access
• In Dashboards you can view community dashboards and reports
• In Reputation you can set up reputation levels and points
• In Administration you can customize your community settings, such as members, tabs,
branding, login and registration, and emails
Important: The options available in Community Management are based on your
community template selection, permissions, and preferences. For example, if your
community does not use topics, you will not see the Topics node. Some of the options
in the following list may not be applicable in your community. To display all nodes, go
to Administration > Preferences and enable Show all settings in Community
Management.
Get Started with Communities Dashboards
The dashboards available in the Community Management page provide essential reports for managing your communities.
1. Set up dashboards by installing the Salesforce Communities Dashboards package or creating your own custom dashboards.
2. Map dashboards to pages in Community Management.
In addition to tracking Chatter usage in your community, you can track Chatter usage in your internal organization. These dashboards
and reports are included when you install the Salesforce Communities Dashboards (for Communities with Chatter) package.
Dashboards on the Community Management page are automatically refreshed every day. To see the latest data, click Refresh. If you
access the dashboard after it has been recently refreshed, the dashboard displays the globally cached data from the last refresh. If the
dashboard has not been refreshed for 24 hours, it’s refreshed automatically when you access it from the Community Management page.
External users with super user access can refresh dashboards set up with “Run as specified user” and “Run as logged-in user” up to 100
times daily per organization. Scheduled and automatic refreshes don’t count against the limit. There is no refresh limit for internal users.
Dashboards Package for Salesforce Communities
The Salesforce Communities Dashboards package gives community managers an essential starter set of dashboards and reports to keep
tabs on activity and engagement in your communities.
10
One-Stop Monitoring Using Community Management
Dashboards Package for Salesforce Communities
Get insights from the latest metrics and rapidly spot trends. How fast is your community growing? Who are the most engaged members?
What discussions are people and groups most excited about? Which areas need attention?
The Salesforce Communities Dashboards package comes in two versions:
• Salesforce Communities Dashboards (for Communities with Chatter)
• Salesforce Communities Dashboards (for Communities without Chatter)
Install the appropriate managed package from AppExchange to access these dashboards, their source reports, and their custom report
types, alongside all your other Salesforce dashboards and reports.
Dashboard
Description
Requires Chatter
Overview
See the overall state of your communities at a glance. 90-day trending reports show total
membership, newly joined members, and member logins. If you have Chatter enabled,
90-day snapshots show post and comment metrics.
Activity
See metrics about posts, comments, daily unique contributors, and which types of
members are contributing posts and comments.
Chatter
In addition to tracking Chatter usage in your community, you can track Chatter usage in
your internal organization. There are specific Chatter dashboards that report only on your
internal organization’s Chatter usage. You can find these dashboards and reports under
the Chatter Dashboards and Chatter Reports folders.
Content
Track content uploads, downloads, engagement, and content creators.
Groups
Monitor membership and post and comment activity within groups, one of the top drivers
of community success.
Licenses
Track license usage and login frequency by customer and partner licenses.
Members
Gauge membership growth and see login metrics for the last 30 days.
Moderation
See metrics about the flagged content in your community.
Q&A
See metrics about questions, answers, and best answers posted in your groups.
Self-Service
See metrics about questions, answers, and best answers posted in your user profiles.
Topics
See metrics about the navigational and featured topics in your community.
11
One-Stop Monitoring Using Community Management
Install the Salesforce Communities Dashboards Package
Install the Salesforce Communities Dashboards Package
Get a pre-packaged set of dashboards from AppExchange that are essential for community managers.
Any internal user can install the Salesforce Communities Dashboards package, as long as Salesforce
Communities is enabled in your organization.
To install the version of the package that’s designed for communities with Chatter, Chatter must
also be enabled.
EDITIONS
Available in:
• Enterprise
• Unlimited
• Developer
1. Select AppExchange from the Force.com Apps drop-down list.
2. Search the AppExchange site for the package you want:
USER PERMISSIONS
• Salesforce Communities Dashboards (for Communities with Chatter)
• Salesforce Communities Dashboards (for Communities without Chatter)
3. Click Get It Now on the application information page.
To install packages:
• “Download
AppExchange
Packages”
4. Review the terms and conditions, select I have read and agreed to the terms and conditions,
then click Confirm and Install!.
5. Click Continue.
6. Review the API access that package components have been granted to ensure they’re appropriate, then click Next.
7. Click Install.
The Installed Package Detail page confirms when installation is complete. Look in your Reports and Dashboards tabs for new folders,
Communities Dashboards and Communities Reports. If you installed the package for Communities with Chatter, you get two
additional folders, Chatter Dashboards and Chatter Reports.
Salesforce Communities Dashboards Package Metrics Defined
The Salesforce Communities Dashboards package provides a set of dashboards, each with its own source reports, and a set of custom
report types. The available metrics depend on whether you install the package for communities that have Chatter, or the package for
communities that don’t.
After installing the package, when you view the dashboards from the Community Management page, reports automatically display data
specific to the community you’re accessing the report from. To view data from across all your communities, view the dashboard in your
internal organization.
Note:
• Trending metrics are calculated daily and the calculation starts the day after a release. Trending metrics work only in active
organizations. To collect trending metrics in non-active organizations, contact Salesforce.
• Reports on record feeds are not supported.
• Filtering is not supported on standard report types
• Dashboard reference tables don’t include metric-based reports. For a complete list of reports, see the Reports tab and select
your report folder.
12
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
What’s New in the Salesforce Communities Dashboards Packages
Salesforce Communities Dashboards (for Communities with Chatter) 3.0—Now Reports on Chatter Usage in Your Internal
Organization
The Spring ’15 package includes over 100 new reports, 8 new dashboards, and new custom report types to help you monitor and
manage Chatter adoption and engagement in your internal organization. Look for the Chatter Dashboards and Chatter Reports
folders after installation.
Salesforce Communities Dashboards (for Communities without Chatter) 2.0—Provides More Reporting Capability
The Winter ’15 package includes five new dashboards: Content, Moderation, Q & A, Self-Service, and Topics. These dashboards
provide you with more reporting capability to track your community’s health and activity.
Overview Dashboard and Reports
Use the Overview dashboard to track membership growth, login trends, and members’ post and comment activity in Chatter.
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
Chatter Contribution (Last 90 Days)
Posts and comments in Chatter
Network Unique
Contributor Daily
Metrics 2.0
13
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
Daily Unique Contributors (Last 90
Days)
Unique members contributing a post Network Unique
or comment on a given day
Contributor Daily
Metrics 2.0
Member Logins (Last 90 Days Trend) Member logins in the last 90 days
Network
Membership
Daily Metrics 2.0
Members (Last 90 Days Trend)
Total members, including all internal
and external members
Network
Membership
Daily Metrics 2.0
New Members (Last 90 Days Trend)
Newly joined members
Network
Membership
Daily Metrics 2.0
O - Top 10 Group Contributors
Top 10 members contributing to
groups the most
Network Group
Activity 2.0
T - Top 10 Trending Topics
Top 10 trending topics
Network Topics
2.0
Activity Dashboard and Reports
Use the Activity dashboard to track engagement and activity levels, based on members’ Chatter activity.
14
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
A - Comments L30D
Comments in the last 30 days
Network Activity
Daily Metrics 2.0
A - Posts L30D
Posts in the last 30 days
Network Activity
Daily Metrics 2.0
A - Posts with Most Comments L30D Group posts with the most
comments in the last 30 days
Network Group
Activity 2.0
A - Posts with Most Likes L30D
Group posts with the most likes in the
last 30 days
Network Group
Activity 2.0
A - Unique Daily Contributors L30D
Unique members contributing a post Network Activity
or comment on a given day
Daily Metrics 2.0
Package:
Communities
without
Chatter
Chatter Dashboards, Reports, and Custom Report Types
Use the Chatter dashboards and reports to track Chatter usage in your internal organization. These dashboards and reports are only
included in the Salesforce Communities Dashboards (for Communities with Chatter) package. View these dashboards and reports in
your internal organization.
For detailed information about the Chatter dashboards, reports, and custom report types, see:
• Chatter Overview Dashboard and Reports
• Chatter Adoption by Department Dashboard and Reports
• Chatter Files Dashboard and Reports
• Chatter Groups Dashboard and Reports
• Chatter Management Dashboard and Reports
• Chatter Q&A Dashboard and Reports
• Chatter Topics Dashboard and Reports
• Chatter User Dashboard and Reports
• Chatter Custom Report Types
Note: If you customize the Chatter reports and remove the Networks filter, they will report on Chatter usage across your entire
organization, including usage from your internal organization and your communities. If you view the Chatter dashboards or reports
from within Community Management, only community-specific data is displayed.
Content Dashboard and Reports
Use the Content dashboard to track content uploads, downloads, engagement, and content creators.
15
One-Stop Monitoring Using Community Management
Report Name
Salesforce Communities Dashboards Package Metrics
Defined
Description
Custom Report
Package:
Type
Communities
with Chatter
C - File Uploads Distribution By Type Distribution of files uploaded by file
type
C - New Files Trending By
Contributions
File and Content
Report
Files uploaded in the last 30 days with File and Content
the most posts and comments
Report
C - New Files Trending By Downloads Files uploaded in the last 30 days with File and Content
the most downloads
Report
C - New Files Trending By Likes
Files uploaded in the last 30 days with File and Content
the most likes
Report
C - Top 10 Files By Contributions
Top 10 files with the most posts and File and Content
comments
Report
C - Top 10 Files By Downloads
Top 10 files with the most downloads File and Content
Report
C - Top 10 Files By Likes
Top 10 files with the most likes
File and Content
Report
C - Top 10 Files By Shares
Top 10 files that have been shared
the most
File and Content
Report
16
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
C - Top 10 Users Most File Contrib
Top 10 users who received the largest File and Content
number of posts and comments on
Report
their files
C - Top 10 Users Most File Contrib
L30D
Top 10 users who received the largest File and Content
number of posts and comments on
Report
their files in the last 30 days
C - Top 10 Users Most File Likes L30D Top 10 users who received the largest File and Content
number of likes on their files in the
Report
last 30 days
C - Top 10 Users Most File Uploads
Top 10 users who uploaded the
largest number of files
File and Content
Report
C - Top 10 Users Most File Uploads
L30D
Top 10 users who uploaded the
largest number of files in the last 30
days
File and Content
Report
C - Top 10 Users Most Liked Files
Top 10 users who received the largest File and Content
number of likes on files they
Report
uploaded
Groups Dashboard and Reports
Use the Groups dashboard to monitor feed and member activity in Chatter groups.
17
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
Group Posts (Last 30 Days Trend)
Posts in groups in the last 30 days
Network Activity
Daily Metrics 2.0
Groups Comments (Last 30 Days
Trend)
Comments in groups in the last 30
days
Network Activity
Daily Metrics 2.0
Groups Posts By Type
Posts in groups by post type
Network Group
Activity 2.0
G - Top 10 Group Commenters
Top 10 members with the most
comments to the community
Network Group
Activity 2.0
G - Top 10 Group Posters
Top 10 members with the most posts
to the community
Network Group
Activity 2.0
G - Top 10 Groups By Contributions
Top groups by contributions
Network Group
Activity 2.0
G - Top 10 Groups By Members
Top groups by members. Excludes
members of archived groups and
inactive users.
Network Group
Activity 2.0
G - Most Active Groups L30D
Most active groups in the last 30 days
Network Group
Activity 2.0
G - Least Active Groups L30D
Least active groups in the last 30 days
Network Group
Activity 2.0
Package:
Communities
without
Chatter
Licenses Dashboard and Reports
Use the Licenses dashboard to track usage of login-based and member-based licenses so you can optimize license usage and plan for
growth.
18
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
Logins Used by Partner Licenses
Logins used versus allocated for
login-based partner licenses
Network Tenant
Usage
Entitlement
Weekly Metrics
2.0
Logins Used by Customer Licenses
Logins used versus allocated for
login-based customer licenses
Network Tenant
Usage
Entitlement
Weekly Metrics
2.0
Member-based Customer Licenses
Used
Licenses used versus allocated for
member-based customer licenses
Network Tenant
Usage
Entitlement
Weekly Metrics
2.0
Member-based Partner Licenses Used Licenses used versus allocated for
member-based partner licenses
Network Tenant
Usage
Entitlement
Weekly Metrics
2.0
Package:
Communities
without
Chatter
Members Dashboard and Reports
Use the Members dashboard to track community membership, new members added, and external member logins over time.
Note: If your community is not using the reputation feature, you can remove the reports and metrics associated with the feature.
19
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
Member Logins (Last 30 Days)
Member logins by type in the last 30
days
Network
Membership
Daily Metrics 2.0
Member Logins (Last 30 Days Trend) Member logins in the last 30 days
Network
Membership
Daily Metrics 2.0
Members (Last 30 Days Trend)
Total number of members in the last
30 days
Network
Membership
Daily Metrics 2.0
Members by Type
Total number of members by type
Network
Members 2.0
M - Members By Reputation Level
Total number of members by
reputation level
Network
Members 2.0
M - Top 10 Members By Logins
Top 10 members with the most
logins
M - Top 10 Members By Reputation
Points
Top 10 members with the highest
reputation points
M - Top 10 New Members By Logins Top 10 new members with the most
logins
20
Network Login
History 2.0
Network
Members 2.0
Network Login
History 2.0
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
New Members (Last 30 Days Trend)
New members in the last 30 days
Network
Membership
Daily Metrics 2.0
Package:
Communities
without
Chatter
Moderation Dashboard and Reports
Use the Moderation dashboard to track community moderators’ and members’ flagging activity.
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
MO - Top 10 Flagged Items
Records with the most flags in groups
or on user profiles
Network
Moderation 2.0
MO - Top 10 Flagged Members
Members with the most flagged
content
Network
Moderation 2.0
MO - Top 10 Members Who Flag Feed Top 10 members who flagged the
Items
largest number of items
Network
Moderation 2.0
MO - Top 10 Message Senders L30D Top 10 members sending the most
private messages
Network Private
Messages 2.0
MO - Top 10 Moderators
Network
Moderation 2.0
Top 10 members with the largest
number of flags removed or items
deleted
21
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
Q & A Dashboard and Reports
Use the Q & A dashboard to track recent activity for questions, answers, and best answers posted in groups. To track the same activity
in user profiles, use the Self-Service Dashboard.
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
Q - Answers in Groups L30D
Trend of answers in the last 30 days
Network Activity
Daily Metrics 2.0
Q - Best Answers in Groups L30D
Trend of best answers in the last 30
days
Network Activity
Daily Metrics 2.0
Q - Questions in Groups L30D
Trend of questions in the last 30 days Network Activity
Daily Metrics 2.0
Q - Top 10 Best Q Responders in
Groups
Top 10 users responding to questions
with the best answers
Network Group
Activity 2.0
Q - Top 10 Question Creators in
Groups
Top 10 users with the most questions
Network Group
Activity 2.0
Q - Top 10 Question Responders in
Groups
Top 10 users responding to questions
Network Group
Activity 2.0
Q - Top Answered Questions Groups The questions with the most answers
L30D
in the last 30 days
Network Group
Activity 2.0
22
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
Q - Unanswered Questions Groups
L30D
Total number of unanswered
questions in the last 30 days
Package:
Communities
without
Chatter
Network Group
Activity 2.0
Self-Service Dashboard and Reports
The Self-Service dashboard tracks activity in the self-service template. Use this dashboard to track recent activity for questions, answers,
and best answers posted on user profiles. To track the same activity in groups, use the Q&A Dashboard.
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
S - Answers in User Profiles L30D
Answers in the last 30 days
Network Activity
Daily Metrics 2.0
S - Best Answers in User Profiles L30D Best answers in the last 30 days
23
Network Activity
Daily Metrics 2.0
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Salesforce Communities Dashboards Package Metrics
Defined
Report Name
Description
Custom Report
Package:
Type
Communities
with Chatter
S - Daily Page Views L30D
Daily unauthenticated page views in
the last 30 days (includes login and
log-out pages)
Network Public
Usage Daily
Metrics 2.0
Note: The number of page
views might not match other
analytic tools, as not all tools
use the same method for
counting page views.
S - Daily Unique Visitors L30D
Daily unauthenticated unique visitors
who visited the site at least once that
day, in the last 30 days (includes
visitors accessing the login and
log-out pages)
Network Public
Usage Daily
Metrics 2.0
S - Questions in User Profiles L30D
Questions in the last 30 days
Network Activity
Daily Metrics 2.0
S - Top 10 Best Q Respd in User
Profiles
Top 10 users responding to questions
with the best answers
Network User
Activity 2.0
S - Top 10 Q Creators in User Profiles Top 10 users with the most questions
Network User
Activity 2.0
S - Top 10 Q Responders in User
Profiles
Top 10 users responding to questions
Network User
Activity 2.0
S - Top Answered Qs in User Profiles The questions with the most answers
L30D
in the last 30 days
Network User
Activity 2.0
S - Unanswered Qs in User Profiles
L30D
Network User
Activity 2.0
Total number of unanswered
questions in the last 30 days
Topics Dashboard and Reports
Use the Topics dashboard to track your community topics.
24
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Report Name
Salesforce Communities Dashboards Package Metrics
Defined
Description
Custom Report
Package:
Type
Communities
with Chatter
T - Top 10 New Trending Topics L30D Top 10 trending topics most recently
added in the last 30 days
Network Topics
2.0
T - Top 10 Topic Assigners
Top 10 users with the largest number Network Topic
of topics assigned
Assignments 2.0
T - Top 10 Topic Assigners L30D
Top 10 users with the largest number Network Topic
of topics assigned in the last 30 days Assignments 2.0
T - Top 10 Topics By Assignment
Top 10 topics with the most
assignments
Network Topic
Assignments 2.0
T - Top 10 Topics By Assignment
L30D
Top 10 topics with the most
assignments in the last 30 days
Network Topic
Assignments 2.0
T - Top 10 Trending Topics
Top 10 topics with the largest
number of “Talking About” identifiers
Network Topics
2.0
T - Topics Assignments By Record
Type
Distribution of topic assignments by Network Topic
the Record Types field (unmapped Assignments 2.0
record types show as Other)
Note: You can create new
values for the Record Types
field to map custom objects
25
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Report Name
Salesforce Communities Dashboards Package Metrics
Defined
Description
Custom Report
Package:
Type
Communities
with Chatter
Package:
Communities
without
Chatter
or other types that are not
predefined.
Custom Report Types
Salesforce Communities Dashboards are based on a set of communities-focused custom report types, which you can use to create more
reports and dashboards.
Note: The following custom report types don’t track internal users who log in to a community from their internal organization.
Custom Report Type Name
Description
Package:
Communities
with Chatter
File and Content Report
Use this standard report type to track file adoption and
engagement for Chatter in your internal organization or
in communities. You can also track file properties (such
as file version and size), file uploads, downloads, shares,
links, link views, and who uploaded the content.
Network Activity Daily Metrics 2.0
Provides daily trending metrics on posts and comments
created in groups and user profiles by member type
(internal, customer, and partner).
Network Group Membership 2.0
Provides information on groups and their members, such
as the date a member joined the group and the member
type (internal, customer, or partner).
Network Groups Activity 2.0
Provides information on group activity, such as posts,
comments, and likes, and group contributors. Use this
custom report type to report on overall group activity,
by member type and by feed item type (for example:
post or question poll).
Network Login History 2.0
Provides detailed metrics about the external users
(partners or customers) logging into a community. This
custom report type doesn’t include logins for internal
users accessing the community from their internal
organization.
Network Members 2.0
Provides information on community members. The
NetworkMembers entity exposes all user record fields.
Network Membership Daily Metrics
2.0
Provides daily trending metrics for all members including
new members in the community, across all member
26
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Custom Report Type Name
Salesforce Communities Dashboards Package Metrics
Defined
Description
Package:
Communities
with Chatter
types (internal, partner, and customer). Also provides
daily trending metrics on external (partner and customer)
member logins.
The fields New Member Count and Member Count
include all community member types (internal, partner,
and customer). The Login Count field only includes
external users (partners or customers).
Network Moderation 2.0
Provides information on moderation activity inside a
community, including metrics on flagged items (posts,
comments, and files), flagged members, and if the flag
is in a group or on a user profile. This custom report type
also provides information on moderator activity and
tracks events such as flags removed or items removed.
Network Private Messages 2.0
Provides information on private messages sent in a
community, including who sent them.
Network Public Usage Daily Metrics
2.0
Provides daily trending metrics on the number of public
page views (such as guest user access). Force.com and
Site.com page views are tracked. You can also use this
custom report type to track page views on a community
template such as Napili.
Network Tenant Usage Entitlement
Weekly Metrics 2.0
Provides weekly information on community license
usage.
The Usage Entitlement is a license bucket that includes
Customer Community Logins, Customer Community
Members, Partner Community Logins, and Partner
Community Members (tracking both community and
portal licenses assigned to the community). The Customer
Community Members and Partner Community Members
bucket fields track name-based users per community.
The Customer Community Logins and Partner
Community Logins bucket fields track login-based users
across communities.
The Amount Used field indicates how many licenses were
used that week. The Amount Allowed field indicates how
many licenses the customer purchased (either
named-users or logins per month).
Network Topic Assignments 2.0
Provides information on topic assignments in a
community. Use this custom report type to report on the
number of assignments, your top assigners, and
27
Package:
Communities
without
Chatter
One-Stop Monitoring Using Community Management
Custom Report Type Name
Upgrade the Salesforce Communities Dashboards Package
Description
Package:
Communities
with Chatter
Package:
Communities
without
Chatter
assignments by object types. You can also use it to find
topics with the most assignments.
Network Topics 2.0
Provides information on trending topics, topic
assignments, topic assigners, and more.
Network Unique Contributor Daily
Metrics 2.0
Provides information on daily unique visitors across
groups and user profiles, by member type (internal,
customer, and partner).
Network User Activity 2.0
Provides information on user profiles such as posts,
comments, and likes, and profile contributors. Use this
custom report type to report on overall user profile
activity, by member type and by feed item type (for
example, post or question poll).
Upgrade the Salesforce Communities Dashboards Package
If you have a previously installed version of the Salesforce Communities Dashboards package, you
can upgrade when a newer package becomes available.
EDITIONS
Upgrading doesn’t overwrite the original custom report types, dashboards, or reports.
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
1. Install the Salesforce Communities Dashboards Package.
a. Review the upgrade considerations in the Release Notes provided on the Details tab in
AppExchange.
b. After you install the package, look in the Communities Dashboards and Communities
Reports folders for new dashboard or report versions. If you upgraded the package with
Chatter, also look in the Chatter Dashboards and Chatter Reports folders. Dashboard
titles and custom report types are suffixed with version numbers so you can easily identify
the new items.
Important: Customizations are not ported to the new package. If you customized the
dashboards and reports provided in a previous Salesforce Communities Dashboards
package, you must recreate your customizations in the new package dashboards and
reports before the next step.
USER PERMISSIONS
To install packages:
• “Download
AppExchange
Packages”
2. In Community Management, click Dashboards > Settings to change the dashboard mappings for your community to use the new
dashboards.
3. It is recommended that you uninstall any reports, dashboards, or custom report types that were updated to ensure your community
managers always use the latest dashboards.
28
One-Stop Monitoring Using Community Management
Create a Dashboard to Display on the Community
Management Page
Create a Dashboard to Display on the Community Management Page
You can show any dashboard on the Community Management page, however, we recommend
creating them based on custom report types available for communities.
Tip: Keep in mind that you can get pre-configured dashboards in the Salesforce Communities
Dashboards package available for download on the AppExchange.
These are the high-level steps to create dashboards to display on the Community Management
page.
EDITIONS
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
1. Create custom report types based on the Networks object.
Reports and dashboards that are based on the Networks object show community-specific
information on the Community Management page.
Note: You can create dashboards based on other objects and expose them on the
Community Management page. Just keep in mind that they will show data from across
your organization, not just for the community in which you’re viewing the dashboard.
USER PERMISSIONS
To create custom report
types:
• “Manage Custom Report
Types”
To create, edit, and delete
reports:
• “Create and Customize
Reports”
• Select Networks as the primary object.
• Select a child object:
– Chatter Messages
To create dashboards:
• “Run Reports” AND
“Manage Dashboards”
– Groups
– Network Audits
– Network Activity Daily Metrics
– Network Members
– Network Membership Daily Metrics
– Network Public Usage Daily Metrics
– Network Unique Contributor Daily Metrics
– Topic Assignments
– Topics
2. Use the custom report type to create a report.
Be sure not to filter the report by Network ID to ensure that the report dynamically displays data for the community you view it from.
Adding a Network ID to the report will cause the report to only show data for that specific community, regardless of which community
you view it in.
3. Create a dashboard with components. Select the report as your source type.
• Add a component for each report you want to include in your dashboard.
• Find your report on the Data Sources tab and add it to the component.
4. On the Community Management page, click Dashboards > Settings to map your dashboard.
When a community manager accesses the Community Management page, the dashboard will appear under Dashboards.
Dashboards on the Community Management page are automatically refreshed every day. To see the latest data, click Refresh. If you
access the dashboard after it has been recently refreshed, the dashboard displays the globally cached data from the last refresh. If the
dashboard has not been refreshed for 24 hours, it’s refreshed automatically when you access it from the Community Management page.
External users with super user access can refresh dashboards set up with “Run as specified user” and “Run as logged-in user” up to 100
times daily per organization. Scheduled and automatic refreshes don’t count against the limit. There is no refresh limit for internal users.
29
One-Stop Monitoring Using Community Management
Map Dashboards to Community Management Pages
Map Dashboards to Community Management Pages
Community managers can use dashboards to measure the success of their communities. Dashboards
provide information on membership, logins, and activity.
EDITIONS
Dashboards selected in the Dashboards > Settings section of the Community Management page
are visible to community managers in the Dashboard section of the Community Management page.
You can choose any dashboard you have access to, however, you need to ensure that your
community managers have access as well. You can map different dashboards for different
communities.
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
You can also download and install the Salesforce Communities Dashboards package from the
AppExchange. This package contains several out-of-the-box reports and dashboards designed for
community managers.
USER PERMISSIONS
If the Salesforce Communities Dashboards package is installed in your organization, each of the
dashboard pages has a default mapping to a dashboard from the package. You can overwrite these
values as needed.
1. From within the community, click
in the global header.
Members of the community who have the “Create and Set Up Communities” permission can
also access Community Management from the All Communities page in organization setup.
2. Click Dashboards > Settings.
3. For each of the pages, select the dashboard you want to show to community managers.
4. Click Save.
Verify the dashboard mappings by clicking Dashboards and then clicking each of the page names.
30
To map dashboards in the
Community Management
page:
• “Create and Set Up
Communities” OR
“Manage Communities”
AND
Is a member of the
community whose
Community
Management page
they’re trying to access.
One-Stop Monitoring Using Community Management
Build Engagement with Reputation Levels
Build Engagement with Reputation Levels
Enable Reputation in Your Community
Enable reputation in your community so that members are recognized and rewarded for
participating.
EDITIONS
A powerful tool for a community manager is the ability to recognize individual members for their
participation, because community managers know that recognition and a little friendly competition
usually lead to more active members. Enabling reputation turns on a default point system and set
of reputation levels in the community. A community manager can personalize labels and point
values from the Community Management page.
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
Members start to accrue points by performing the actions that have assigned point values. Once
the member exceeds the top of the level’s point threshold, they move up a level. They, and other
members of the community, see their reputation level on their profile and when hovering over
their name. Total points also show on member’s profiles.
Note: When you enable Reputation, Chatter influence is removed from the Contribution
section on the profile page.
To edit Communities
settings:
• “Create and Set Up
Communities ”
AND
1. Access Community Management in either of the following ways:
• From the community, click
USER PERMISSIONS
in the global header.
• From Setup, click Customize > Communities > All Communities, then click Manage
next to the community name.
Is a member of the
community whose
Community
Management page
they’re trying to access.
2. Click Administration > Preferences.
3. Select Enable setup and display of reputation levels, then click Save.
After you enabled reputation, a default point system and set of reputation levels is available on the Community Management page. The
default reputation points are as follows:
Action
Points
Community Engagement
Write a post
1
Write a comment
1
Receive a comment
5
Like something
1
Receive a like
5
Share a post
1
Someone shares your post
5
Mention someone
1
If your post contains more than one @mention, you get a point
for each @mention.
31
One-Stop Monitoring Using Community Management
Set Up Reputation Levels
Action
Points
Receive a mention
5
Questions and Answers
Ask a question
1
Answer a question
5
Receive an answer
5
Mark an answer as best
5
Your answer is marked as best
20
Knowledge
Endorsing someone for knowledge on a topic
5
Being endorsed for knowledge on a topic
20
If your selected community template doesn’t have Chatter enabled, the Reputation node won’t appear in Community Management. To
show the Reputation node, go to Administration > Preferences and select Show all settings in Community Management.
Set Up Reputation Levels
Update the default reputation levels to meet your community’s needs and help motivate your
members.
EDITIONS
When reputation is enabled for a community, 10 default levels are added. You can add or remove
levels, give each level a name, and update the point range and image for each level.
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
Note: A community must have at least three reputation levels and can have up to 50.
1. From within the community, click
in the global header.
Members of the community who have the “Create and Set Up Communities” permission can
also access Community Management from the All Communities page in organization setup.
USER PERMISSIONS
To update reputation levels:
• “Manage Communities”
2. Click Reputation > Reputation Levels.
From here you can:
• Upload your own image for each reputation level. Click the default image to browse to an
image file and upload a new image.
Note: You can’t revert to the default reputation level images from the Salesforce
user interface. Use the Salesforce Chatter REST API to do this.
AND
Is a member of the
community whose
Community
Management page
they’re trying to access.
• Give each level a name, such as “Beginner,” “Intermediate,” and “Expert.” If you don’t assign
a name, the default is used. For example, “Level 1,” “Level 2,” “Level 3.”
• Edit the point range for a level.
When you update the higher value of a level’s point range, the lower value for the next level is automatically adjusted when you
save.
• Add more levels by clicking Add a level, located underneath the list of levels.
32
One-Stop Monitoring Using Community Management
• Remove a level by clicking
Set Up Reputation Points
next to the level.
3. Click Save to apply your changes.
You can now update the point system for the community. The point system determines how many points a user gets when they perform
certain actions or when others recognize their contributions by commenting, liking, or sharing their posts. Reputation level increases
are posted to member feeds.
Set Up Reputation Points
Set up a point system to reward users for participating in the community.
When reputation is enabled for a community, there is a default point system set up. When users
perform the actions with assigned point values, their total points increase and they start to move
towards the next reputation level.
Note: Only active users accrue points. For example, if an active user likes the post of an
inactive user, the active user gets 1 point, but the inactive user does not get points.
EDITIONS
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
The table shows the default events and points.
USER PERMISSIONS
Action
Points
To update reputation points:
• “Manage Communities”
Community Engagement
Write a post
1
AND
Write a comment
1
Receive a comment
5
Like something
1
Is a member of the
community whose
Community
Management page
they’re trying to access.
Receive a like
5
Share a post
1
Someone shares your post
5
Mention someone
1
If your post contains more than one @mention,
you get a point for each @mention.
Receive a mention
5
Questions and Answers
Ask a question
1
Answer a question
5
Receive an answer
5
Mark an answer as best
5
Your answer is marked as best
20
Knowledge
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One-Stop Monitoring Using Community Management
Organize Self-Service Communities with Topics
Action
Points
Endorsing someone for knowledge on a topic
5
Being endorsed for knowledge on a topic
20
Questions and answers in the community feed are not to be confused with the Chatter Answers functionality.
Note: In organizations with reputation enabled prior to the Winter ’15 release, actions associated with questions and answers
will be available at the time of the release and their default point values will be set to 0. Existing user reputation points will not be
affected by the release, and users won’t accrue points from these actions until you configure point values for them.
1. From within the community, click
in the global header.
Members of the community who have the “Create and Set Up Communities” permission can also access Community Management
from the All Communities page in organization setup.
2. Click Reputation > Reputation Points.
3. Update the points for each action. If you don’t want users to accrue points for a certain action, set the Points to 0.
4. Click Save.
Point totals show up on profile pages beneath the photo. Point totals are visible to anyone in the community.
Tip: You can directly update reputation points for a community member via the Salesforce API. You can also use Apex triggers
to send custom notifications based on changes to reputation points.
Organize Self-Service Communities with Topics
Topics are available in all communities. But when you set up a self-service community with the Napili template, you can use the Community
Management page to quickly guide members to key navigational and featured topics.
On the Community Management page, you choose navigational topics to provide a consistent map of your community, and featured
topics to highlight current, popular conversations. In the community itself, member-created topics let users organize information for
each other, creating a personalized experience that boosts community engagement.
In a self-service community, the Napili template specifies the layout and design of navigational, featured, and member-created topics.
Below are visual examples of each type in an active community.
Tip: To add navigational and featured topics to other types of communities, Apex developers can use the
ConnectApi.ManagedTopics class in a Visualforce page.
Navigational topics
On every page of a self-service community, navigational topics are available from the Topics menu at upper left.
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One-Stop Monitoring Using Community Management
Organize Self-Service Communities with Topics
When visitors choose a navigational topic, the banner image you selected for it appears at the top of the page.
Featured topics
Featured topics are accessible from the body of your community home page. Thumbnail images you select for featured topics uniquely
identify them. (These unique thumbnails appear only on the home page; at the top of all featured topic pages, the default banner image
specified in Community Builder appears.)
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One-Stop Monitoring Using Community Management
Organize Self-Service Communities with Topics
Member-created topics
When posting questions, community members create topics by using hashtags in body text, or typing in the topic suggestions box
below. (In Setup, the “Assign Topics” and “Create Topics” permissions must be enabled for community users.)
If any suggested topics are poor matches for the post, members can simply click to delete them.
Tip: Member-created topics can be accessed via search, or highlighted as featured topics on the Community Management page.
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One-Stop Monitoring Using Community Management
Set Up Navigational Topics
Set Up Navigational Topics
Navigational topics provide consistent entry points to key community areas that people often return
to. If your organization uses data categories, community managers add current Salesforce Knowledge
articles with those categories to each navigational topic page. (If data categories aren’t enabled,
administrators add articles to each topic using the Chatter REST API.)
Note: You can create a maximum of 25 navigational topics.
1. From Setup, choose Build > Customize > Topics > Topics for Objects, and enable topics
for all the article types you want to include.
Note: Enabling topics disables public tags on articles. Personal tags aren’t affected.
2. From the community, click
EDITIONS
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
USER PERMISSIONS
To access the Community
Management page:
• “Manage Communities”
in the global header.
3. Click Topics > Navigational Topics.
OR
4. In the text box at right, enter a topic name, and click Add.
5. If your organization uses data categories, hover over the navigational topic name, and click .
Select a Data Category Group, then select the categories you want to add to the topic, and click
Add Articles & Close Window.
Important: This process adds only current articles to a topic. To add new articles, return
to Community Management and repeat the step above.
6. Hover over a topic name, and click . Then click Upload banner image, and select an image
that appears across the top of the topic page.
(Banner images are scaled to 1400 x 180 pixels. To prevent distortion, create image files with
those dimensions.)
7. Repeat steps 4-6 to create several navigational topics for your community, and then click Save.
To quickly edit existing navigational topics, simply hover over a topic name, and do any of following:
• To move a topic up or down, click the arrows at left.
• To rename or delete a topic, or change its banner image, click
.
“Create and Set Up
Communities”
AND
Is a member of the
community whose
Community
Management page
they’re trying to access.
To set up navigational
topics:
• “Create Topics”
AND
“Edit Topics”
To add articles to topics:
• “View Data Categories”
AND
“Read” on related article
types
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One-Stop Monitoring Using Community Management
Set Up Featured Topics
Set Up Featured Topics
Featured topics highlight current, popular community conversations. Change them regularly to
keep community members up-to-date and engaged.
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
Note: You can create a maximum of 25 featured topics.
1. From the community, click
EDITIONS
in the global header.
2. Click Topics > Featured Topics.
3. From the pop-up menu at right, select a navigational or member-created topic you want to
feature. Then click Add.
Tip: Using the Chatter REST API, you can create unique featured topics, separate from
navigational or member-created ones.
4. Hover over a topic name, and click
. Then click Upload thumbnail image, and select an
image that represents the featured topic on the community home page.
(Thumbnail images are scaled to 250 x 250 pixels. To prevent distortion, create image files with
those dimensions.)
USER PERMISSIONS
To access the Community
Management page:
• “Manage Communities”
OR
“Create and Set Up
Communities”
AND
5. Repeat steps 3-4 to create several featured topics for your community, and then click Save.
To quickly edit existing featured topics, simply hover over a topic name, and do any of following:
• To move topics up or down, click the arrows at left.
• To rename or delete topics, or change their thumbnail images, click
.
Is a member of the
community whose
Community
Management page
they’re trying to access.
To set up featured topics:
• “Edit Topics”
Manage Topics in Communities
USER PERMISSIONS
EDITIONS
To access the Community Management
page:
“Manage Communities”
OR
“Create and Set Up Communities”
To create topics:
“Create Topics”
To merge topics:
“Merge Topics”
To delete topics:
“Delete Topics”
To rename topics:
“Edit Topics”
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
As the number of topics in a community grows, curate them to improve usability. In Community Management, you can create, merge,
rename, and delete topics in one convenient location.
1. From the community, click
in the global header.
2. At left, click Topics > Topic Management.
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One-Stop Monitoring Using Community Management
Translate Topic Names in Communities (Beta)
3. Do any of the following:
• To create a topic (often with a plan to merge existing ones into it), click New.
• To combine existing topics, click Merge. (Merging a topic automatically redirects existing hashtags in posts.)
• To rename or delete a topic, click
.
Tip: If you don’t see a topic you want to rename or delete, either search for it or click Show More below the topic list.
Translate Topic Names in Communities (Beta)
Specify unique, language-specific names for navigational and featured topics, customizing the
experience for international versions of communities.
Note: Topic translation is in beta and has known limitations. We welcome your feedback
on the IdeaExchange.
1. From Setup, click Translation Workbench > Translate.
2. Select the Language you're translating into.
EDITIONS
Available in:
• Enterprise
• Performance
• Unlimited
• Developer
3. For Setup Component, select Managed Topic.
4. In the Community Name column, expand a community to see its master topic names.
5. Double-click in the Topic Name Translation column to enter language-specific
names for navigational and featured topics. (Only those topic names are translated.)
USER PERMISSIONS
To translate terms:
• “View Setup and
Configuration”
AND
Be designated as a
translator
39
MORE RESOURCES FOR COMMUNITY MANAGEMENT
Community Management Resources
When you’re managing a community, every extra bit of information helps. Use these resources to assist you with your daily community
management duties.
success.salesforce.com
Have a question about Communities? Have a great idea about community management that Salesforce should implement? Know
a lot about communities and want to help others? Visit the Salesforce Success Community and start collaborating with other Salesforce
Communities users just like you! From the Salesforce Success Community you can ask questions and get answers, post ideas, view
help and training offerings, collaborate with other Salesforce users and more.
Engaging Your Customer (or Partner) Community
A playbook that contains strategies and tips on how to grow engagement in your community.
40
INDEX
C
D
Communities
create dashboards for community managers 29
enabling reputation 31
managing files 7
managing flagged items 6
moderating 6–7
moderation 5
moderator 3
reputation levels 32
reputation points 33
topics 34, 37–39
Community Management
accessing 10
how to access 8
mapping dashboards 30
required permissions 8
Community Manager
assign 2
Community Managers
creating dashboards for 29
Community Moderation 4
Community Moderators 2
Community Reputation
enabling 31
Dashboards 10
M
Mapping dashboards 30
Metrics 12
Moderating
Communities 5
Moderator
Communities 3
Moderators
managing files 7
managing flagged items 6
S
Salesforce Communities Dashboards 10
Salesforce Communities Dashboards package 10
Salesforce Communities Dashboards Package
Install 12
Upgrade 28
T
Topics
merging 38
translating 39
41