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Salesforce Success Community: Group Best Practices
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Salesforce Success Community: Group Best Practices

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Running a group in the Salesforce Community gives you a unique opportunity to connect with members in a whole new way. If done properly, then you can glean incredible insights from your most …

Running a group in the Salesforce Community gives you a unique opportunity to connect with members in a whole new way. If done properly, then you can glean incredible insights from your most passionate advocates. Here are some tips to get you off on the right foot with running a group that's set up for success.


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  • 1. Salesforce Success Community: Group Best Practces Running a group in the Salesforce Community gives you a unique opportunity to connect with members in a whole new way. If done properly, then you can glean incredible insights from your most passionate and knowledgeable advocates. We’ve put together some tps to get you of on the right foot with leading a group that’s set up for success. PLANNING AND DESIGN Clear and concise purpose. You’re not creatng a group for kicks and giggles, so please do a litle homework before you create it. Ask yourself a series of questons to determine if this is the right avenue to pursue: How does this align with business goals? What do I want to get out of creatng this group? What’s the vision for the group? Answering these critcal questons will help you defne a plan. It’s also a good idea to search existng groups frst before creatng yours; a similar one may already exist. You can combine forces rather than recreatng the wheel! One or many. As you are building a plan for using groups, you will need to ask yourself, Should I have one main group, or multple sub groups to achieve my objectves? When thinking through this keep in mind that simplicity is key at the onset. There is no “formula” to determine when multple groups works beter than one single group, but ensure you have the right resources and content lined up to support whatever decision you make. Private or public. If you are making your group private consider having a template response explaining why certain community members are not “allowed” in the group. Keeping a group public allows for the greatest member collaboraton and idea sharing. Choose a great name and logo. These will help when members are searching in the community for key topics. The name should give you informaton on the topic/purpose of the group to help others determine if they’re joining the right group. A clear and concise name along with a catchy logo will make your group stand out from the rest and bubble up to the top. Seed and grow. When launching your group for the frst tme, it’s critcal to “stage” your group properly to set the tone. Load the group up with helpful informaton and fles to kick start the group. Leverage the lef navigaton to pin key fles, highlight key contacts, and featured communicatons. Ensure you also write a clear yet descriptve “descripton” of the group to clearly defne the group's mission. WORKING WITH YOUR GROUP Know your audience. Understand what they care about, why they are joining your group, and what their interests and needs are. The more you know about your audience the beter you can connect with them. This will also help with defning the goal of the group, too. Think about content. The biggest mistake a group owner or manager can make is recreatng content in your group that already exists in other areas of the Success Community. For example, answering functonality questons in your group that are beter served in the Answers secton of the community or promotng product ideas that are beter logged in the Ideas secton of the Community. Be consistent. Do something in your group every day – a post, a fle, an interestng link, a poll, etc. This is key, early on, to fostering communicaton and gaining trust that the group is vibrant and responsive. 1
  • 2. Consider sharing the workload. Designate other members as Managers in your group. (See chart for the permission-based diferences between group Owners and Managers). A best practce is that Owner/Managers should be at least 2x more engaged than standard members. Make sure you set proper expectatons right up front for responsiveness in the group (e.g. 24 hours, 48 hours, etc.) Finally, make sure you receive an email on “every post” for all groups you own/manage so you don’t miss a thing! Lead by example. This may be many of your members frst tme using Chater or any social collaboraton network, so take the tme to train them to get the most out of the group. This includes things like, showing them how to set their Chater communicaton setngs, reviewing terminology (@ menton, following, topics) and how to create a poll. Also use standardized topics to help with categorizing and searching for content in your group. Praise and recognize. In order to keep your group lively and engaged, don’t underestmate the power of praise. If a group member that is demonstratng a behavior you want to encourage, @menton her/him a thank you or give a Thanks badge (see the image to the right). It can also be a more formal recogniton program using gamifcaton principles to reward positve interactons within the group. This will not only boost engagement within the group but will help set the tone as well. Market and promote. There are many community groups that are competng for atenton at the same tme. Promotng your group will be necessary to help it stand out to community members and raise awareness internally about the purpose of your group. Consider featuring your group in communicatons, adding a link to your group from your email signature and/or suggestng your group to community members with shared values and needs. THE FINE PRINT Please review our Salesforce Customer Community Terms of Use. Within groups, group owners and managers can post group announcements to highlight important messages. 2 2