Salesforce Experience (Community) Cloud Consultant Training

Explore how to build a Salesforce Experience Cloud site for customer service, enabling chat, cases, knowledge articles, and a dynamic community with topics, search, and moderation.

Enable chat on your site, set up a queue and a chat agent in the service console, and connect through omnichannel for customer support.

Enable knowledge settings in service cloud and add a knowledge object with a text field, then enable topics and publish articles visible to customers.

Organize knowledge articles in Salesforce by creating topics, assigning articles to them, and displaying featured topics with images on a community site.

Publish and activate your experience cloud site, configuring branding, knowledge articles, feature topics, and chat for members through the experience builder and administration, with repeated publishes.

Configure access for internal and external members, customize login and registration, manage email templates, and activate the Salesforce Experience Cloud site.

Enable a contact as a customer using the enable customer user button to create a user with the customer community user profile in Salesforce Experience Cloud.

Configure navigational topics in Salesforce Experience Cloud by adding topics, such as features, products, and support, then assign articles to each topic and view the topic page.

Learn how moderation in experience cloud protects your site by blocking spam, flagging inappropriate content, and applying automated rules. Designate moderators, empower users to flag posts, and track moderation activity.

Explore how Salesforce communities moderation monitors posts and comments, applies rules and reports, uses content and member criteria, and routes flagged posts through pending discussions for review.

Configure Salesforce community moderation rules to block posts or comments with banned keywords for customers, and apply rules to everyone, including internal users, using block, review, or replace actions.

Explore content moderation in Salesforce Experience Cloud: send banned-word posts to a review queue for moderator approval or deletion, with optional replacement of words with asterisks for customers only.

Explore rate rules in Salesforce Community/Experience Cloud to cap posting frequency and trigger moderator notifications when limits are exceeded, and compare with content rules that block, replace, or review content.

Create rate limit rules in experience cloud to curb spam by limiting customer posts to three in three minutes, with moderator notifications and automatic freezes.

Enable site user visibility in the Salesforce community to allow customers to see and respond to each other’s posts in discussions by enabling sharing settings and verifying cross‑user visibility.

Learn to create and manage banned keywords for multilingual moderation in Salesforce Experience Cloud, including regional language lists, and implement content and rate rules to moderate posts and comments.

Explore how gamification drives engagement in Salesforce Experience Cloud communities by rewarding actions with badges and points, and learn to enable reputation levels and custom badges in classic mode.

Learn to implement gamification in Salesforce Experience Cloud by enabling reputation levels, assigning points for activities, and using a reputation leaderboard to boost engagement.

Explore building a partner portal site in Salesforce to give partners access to opportunities and revenue visibility, with roles, sharing, role hierarchy, and system admin access.

Set the number of partner roles to reflect the role hierarchy (partner user, manager, executive) and disable the vendor-specific sharing checkbox to keep roles aligned to each partner.

Create and publish a partner portal with the Partner Central template, activate site, and configure partner accounts and users, adding profiles like partner community user, custom sales, and standard user.

Enable partner access by configuring enable as partner and enable as partner user on accounts and contacts. Create partner users with the partner community user profile and restricted opportunities.

Set up partner user and manager roles, assign opportunities to owners, and verify portal visibility across accounts in the partner portal.

Explore record sharing in Salesforce Experience Cloud, including role hierarchy, and how OWD, sharing rules, sharing sets, and account relationships open access for partner and community users.

Explore role hierarchy across licenses, noting that partner community and customer community plus or login licenses support 1–3 roles, while customer community licenses have none.

Learn to use sharing rules to open up opportunity records to peers, beyond role-based hierarchies, by sharing with partner roles and granting read-only or read-write access.

This lecture contrasts sharing sets with sharing rules, showing how sharing sets grant partner and customer community users access to records tied to the same account, without per-account rules.

Learn how to set up sharing sets in Salesforce Communities to grant partner users access to all opportunities within the same account, using read-only visibility.

Understand sharing sets in Salesforce community, granting external users access to objects like accounts, cases, opportunities, and custom objects with account or contact lookups, while keeping org-wide defaults private.

Learn how account relationships and account data sharing rules enable granular sharing of account records and related opportunities, cases, or contacts with external account users.

Enable account relationship in digital experiences, add account two and account from related lists, and configure data sharing rules to specify opportunity, case, and contact records and access.

Demonstrates configuring account relationship data sharing rules to share opportunity records between accounts, using distributor relationship type and account ID criteria to grant read access, including one-way and two-way sharing.

Configure account relationship data sharing rules in Salesforce Experience Cloud, comparing owner ID and account ID to share opportunities with external agency users.

Explore experience Cloud licenses, including customer community, customer community plus, and partner community. Learn how member based and login based models govern access to reports, sharing, and roles.