The document provides guidance on launching and managing Salesforce communities, including how to map a community strategy, invest resources, engage members, and measure success. It outlines different types of communities, licensing options, and examples of communities created by non-profits. Resources and tools are recommended to help customize, promote, and analyze community performance.
Launching Salesforce Communities: Flipping the Switch and Making them Work
1. Launching Salesforce Communities:
Flipping the switch and Making them Work
/Salesforce.comFoundation
@SFDCFoundation
Alicia Schmidt
Director of Customer Communities
Marc Baizman
Customer Success Director, Nonprofits
2. Agenda
โขโฏWhat is Salesforce Communities?
โขโฏDifferent Kinds of Communities
โขโฏCommunities Licensing
โขโฏExample Communities
โขโฏBefore you flip the switchโฆ
โขโฏFlipping the Switch and Customization
โขโฏItโs onโฆNow what?
โขโฏResources
4. Communities are branded spaces for your employees,
clients, students, board members, and partners to
connect online.
You can create and customize
communities to meet your organizationโs needs.
5. Different Kinds of Communities
โขโฏโSupportโ Community โ participants of your programs can connect
with organization staff and with each other
โขโฏโEvent-specificโ Community โ your fundraising team, including external
people, can collaborate on event planning and management for a
high-profile gala or protest.
โขโฏโBoardโ Community โ your executive board can use the community to
track all meetings, documents, and decisions.
โขโฏ YOUR Community can be used for whatever you want!
7. Communities Licensing
โขโฏAnyone who logs into your community must have a license!
โขโฏDifferent types of licenses allow different levels of access
โขโฏLicense grid:
https://help.salesforce.com/HTViewHelpDoc?
id=users_license_types_communities.htm&language=en_US
โขโฏContact your Account Executive for more information
9. IAVAโs community connections help veterans come home
โขโฏ Created a rewards program that connects returning vets with rewards, free employment, education, and
community-building opportunities in just 6 weeks
โขโฏ Capacity to serve vets increased five-fold with the program
โขโฏ Track and engage members, automate internal operations, and measure key metrics to demonstrate impact
to supporters
โWeโre building community among the people who served
our country with help from Salesforce.โ
- Paul Rieckho๏ฌ, Founder and CEO
10. โขโฏ Used Communities to insert an extended, customized social layer directly into the student experience
โขโฏ Allowed for customized learning plans and critical student management capabilities
โขโฏ Created supportive student community for networking between fellow students and faculty
โขโฏ Have ability to create personal profiles across academic and personal interests
Argosy Launches Social Platform into Student Online Experience
โThe power of Communities cannot be overstated.โ
- Tracy Zimmerman, VP of Student Experience and Innovation
11. Salesforce.com Foundation collaborates with our customers to have more
impact
โขโฏ Created an online community where 10,000 nonprofit/higher ed Salesforce users get answers, find resources,
share best practices, and connect with experts
โขโฏ Integrated customer service and other organizational apps to make it easier for nonprofits to workย with the
Foundation and for the Foundation to deliver service at scale
โThe Power of Us HUB has been a game changer in how
we deliver support and service to the more than 22,000
nonprofits that are using Salesforce.โ- Suzanne DiBianca, President / CEO Salesforce.com
Foundation
14. Map your community strategy1
Invest resources2
5 Steps to an Engaged Community
Build community with community3
Engage hearts & minds4
5 Measure, learn and repeat
15. Map your community strategy:
answer the why
โขโฏWhat problem are you trying to
solve?
1
โขโฏWhy would you come to our
community?
16. Map your community strategy:
find the sweet spot1
organizational goals stakeholder needs
and/or wants
17. Ex: The HUB โsweet spotโ1
mission impact:
customer success at scale
one place to access to
nonprofit specific answers,
best practices, and
experts.
HUB
18. The Power of Us Hub is an online community of customers, partners
and Foundation staffers that will transform the way we collaborate to
be more successful in powering ALL of our missions.
19. be transparent
be able to be
responsive in real-time
be able to trust front-
line sta๏ฌ
understand what
success looks like
Map your community strategy:
set expectations1
Is your organization prepared to . . .
20. Map your community strategy:
set expectations1
Does your organization understand the communities arenโt . . .
places to broadcast
focused on
transactions
conducive to
controlling divas
22. What does matter, more than official team structure, is
having a ragtag band of believers. A group of people
involved in developing the community (often
unofficially) and helping make things happen. A
community manager, alone, usually can't get the job
done.
- Richard Millington, FeverBee
How will you gather your band of believers?
23. Invest resources2
resource why?
Community Manager
The Community Manager is a cross-functional leader who works inside and outside your
organization to make sure the community grows, remains active and brings value. The
measure of the community managers success is the activities of the community
members.
Executive Sponsor
The Executive Sponsor helps legitimize the e๏ฌort and galvanizes the rest of the
organization to participate. The measure of the Executive Sponsors success is the
engagement and understanding of internal sta๏ฌ.
Technical Resource
Budget for technical resources, support sta๏ฌ and marketing. Optimizing a community
platform is an on-going process, not a one-time event. The measure of Technical
Resources success is the ability of members to complete tasks in the community.
24. Plan to start with whatโs important.
Features
Chatter
Knowledge
Chatter Questions
Work.com recognition
custom Chatter actions
custom Visualforce
Etc.
Permissions
roles
user profiles
permission sets
37. Build Community with Community:
work the small
โขโฏFocus on interactions and
relationships.
โขโฏFocus on active members.
โขโฏEvery member is precious.
3
38. Engage Hearts & Minds:
define your engagement strategy4
What does your engagement pyramid look like?
Develop engagement programs to move
members up your engagement pyramid.
Leading
Owning
Contributing
Endorsing
Following
Observing
=โCommunity Reputationโ
+ badging
39. If youโre batting 1000%, youโre
playing in the little leagues.
- Warren Buffet
40. MEASURE, Learn and Repeat5
โขโฏWhat is important at your organization?
โขโฏThis will help you determine what to track (what are your Key
Performance Indicators or KPIโs)
โขโฏALWAYS talk about your community in value-based terms that are
relevant to your organization and report results (not community
health).
41. Question Metric
Is our outreach successful? # of new visitors per month
Is our conversion successful? # of page visitors vs new registered members
Are we engaging members beyond
โlurkingโ?
% of members who post every month
Is my community healthy? logins per active members per month
Do we have a critical mass of engaged
members?
time to first reply on a post
Is it intimidating to participate? % of members who post in the first 30 days
MEASURE, Learn and Repeat5
42. MEASURE, Learn and Repeat
Go and get these Community dashboards from the AppExchange:
Salesforce Communities Analytics (for Communities with Chatter)
https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5XHsEAN
Salesforce Communities Analytics (for Communities without Chatter)
https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5XI7EAN
5
43. Measure, LEARN and Repeat
Are you
providing
mechanisms
for community
feedback?
5
surveys
case submission focus groups
44. Community Development Resources
โขโฏGroundwireโs 10 Rules of Engagement
โขโฏhttp://www.salesforcefoundation.org/groundwires-10-rules-of-engagement/
โขโฏFeverBee
โขโฏhttp://www.feverbee.com/2013/02/how-to-build-an-online-community.html
โขโฏCommunity Roundtable
โขโฏhttp://www.communityroundtable.com
โขโฏCommunities Solution Kit
โขโฏhttp://www.salesforcefoundation.org/nonprofit/salesforce1-nonprofits-solution-kit-
form/
45. Community Technical Resources
โขโฏCommunity Analytics Dashboard
โขโฏhttps://appexchange.salesforce.com/listingDetail?
listingId=a0N3000000B5XHsEAN&tab=g
โขโฏCommunities Licensing Grid
โขโฏhttps://help.salesforce.com/HTViewHelpDoc?
id=users_license_types_communities.htm&language=en_US
โขโฏImplementing Communities PDF
โขโฏhttp://help.salesforce.com/help/pdfs/en/
salesforce_communities_implementation.pdf
โขโฏSetting up Communities Video
โขโฏhttp://www.salesforce.com/_app/video/chatter/help/
Salesforce_Communities_Setup_video.jsp
47. Your salesforce.com Success Resources
โขโฏ Get help from the Power of Us HUB online community
powerofus.force.com
โขโฏ Join your local User Group at usergroups.salesforce.com
โขโฏ Contact your Account Executive
โขโฏ Find more help at www.salesforcefoundation.org/help/
48.
49. Licensing and Object Access
Type of Community Number of Users
Partner or Customer Community Plus 300,000
Customer Community 7 million
https://help.salesforce.com/HTViewHelpDoc?id=users_license_types_communities.htm&language=en_US