Emerging Solutions: Salesforce Communities


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From our 5/1/14 webinar with Idealist Consulting and Salesforce.

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Emerging Solutions: Salesforce Communities

  1. 1. Emerging Solutions: Salesforce Communities The webinar will begin shortly.
  2. 2. Angela Mahoney • CRM Project Manager, Idealist Consulting • Certified Admin, Developer and Sales Cloud Consultant • On Salesforce platform since 2006 Introductions Maurice Wasserman • Account Executive, Public Sector at Salesforce.com • Works with Higher Education Institutions, Cities, Counties, K12 Districts and Non-Profit Organizations to help reduce administrative system costs and people related costs.
  3. 3. First…what are they? Communities combine both business processes with social networking. A single org can have multiple communities, accessed from one login. They can be used for Constituents, Volunteers, Customers, Partners, Vendors, … visibility/access is controlled through profiles for both internal and external users... they can be branded.
  4. 4. Use Cases Event promotion and Follow Up Conversational Promotion Interoffice communication Membership forums Community Building
  5. 5. Communities vs Portals Customer and Partner Communities have the functionality of Customer and Partner Portals, But wait - there’s more! Order now and you get: • Chatter inside communities • Access to dashboards for partner users in communities • Use of Site.com to create branded public and private pages • Management of community members using permission sets
  6. 6. Portals While traditional Portals are no longer available, for users that currently them, there is no forecasted date to sunset them.
  7. 7. Partner vs Customer Communities
  8. 8. Communitie$ Customers and Partners need a license to participate in a Community. Communities are priced with two different models: Community Members and Logs Ins per month. It’s critical to understand the usage habits of your Community so you can avoid any unpleasant overage charges. Please talk with your rep to detemine the best pricing model.
  9. 9. Deploying Communities From a technical perspective, setting up Salesforce Communities is relatively simple. • Choose a URL • Check the Enable Communities box • Have a color palette and some appropriate images, • Have an idea of objects… and voila! • You now have a fully functional Salesforce Community that can increase collaboration and engagement across your entire organization!
  10. 10. Deploying Communities Similar to a college commencement, where the graduate thinks it’s the end, when in reality, it’s the beginning, so it is with Communities.
  11. 11. What will your community be about? Who will use it? How will they use it? When will they use it?
  12. 12. Who will use it? How will they use it? When will they use it?
  13. 13. Best Practices Give Community Members what is important to THEM: Resist the urge to include everything just because you can. Really hone in on what is important to your Community and limit tabs to just that. Brand your Community: You have options for the look and feel, from out of the box configuration to using Visual Force for a more customized look. Keep the look and feel consistent with your brand identity.
  14. 14. Best Practices Limit Access (in a good way): Determine membership through specific profiles for both internal and external members. Keep things targeted. Test your Community: Before you launch, test drive your new Community with a pre- selected group of internal and external constituents/members and act on their feedback.
  15. 15. Technology is only as good ... …as the people involved Communities provide a way for members/constituents/customers/partners to talk with each other – it is very people-centric. In other words, a successful community is highly dependent on actively engaged members and therein lies the challenge – this is a company-wide endeavor, not just IT.
  16. 16. Managing Communities Communities cross many pieces of an organization, from fundraising/sales to Support to IT. They need someone to be in charge of their success. Cue Community Manager, stage right: Online community managers grow, engage, listen and improve communities for a brand, cause, or topic.
  17. 17. Invest in a Community Manager To make the Community a success, internal teams should be aware and involved in the community. This can be aided with a Community Manager role.
  18. 18. Invest in a Community Manager A community manager has to understand business needs and (internal and external) member needs to make sure the community stays active. This person should set strategy, measure impact, build engagement, and ensure that the community brings value.
  19. 19. In a nutshell Salesforce Communities provide an easy way to uplevel your interactions with constituents, partners, members, etc, but do some careful planning on who will be involved in your communities, both internally and externally, so you can create a sustainable, vibrant community that enhances the experience of all members.
  20. 20. Q & A
  21. 21. Resources Power of us Hub https://powerofus.force.com Getting Started with Communities Implementation Guide (http://bit.ly/1rSOqUg) Local User Groups https://success.salesforce.com/userGroups