An introduction to Salesforce Communities. Session of the Milan Nonprofit Group event held on July/18.

1. Introduction to Salesforce
Communities
Email: nertin.hoxha@salesforceusergroups.com
igor.sciutto@salesforceusergroups.com
@twitter: nerti_hox
Sciutto Igor Marco
Milan NPUG Co-Leader

2. Introduction
Whether you call it a portal, a help forum, a support site, HR central, or something
else, an online community is a great place to connect with the important folks in
your life (you know, customers, partners, and employees) in a new and different
way.
At its most basic level, a community is a group of people who share a common
mission or goal. You can define what collaboration model best fits your needs.
Maybe you want to use a community to generate ideas for new products. Or test
prototypes in a safe space, log support tickets, provide live chat with agents, or sell
products. All these business processes—and more—can come to life in an online
community.
You can even create multiple communities within your Salesforce org to address
different purposes—and many companies do just that. Since communities live in
your Salesforce org, you can choose which members from your company and
which customers, partners, or other people outside your company can participate.
So start sharing content, experiences, business processes, and information with
your community, and enjoy the experience as the community takes off.
How Your Community Can Help You

3. Up To Date Technology
Exploit platform benefits also in communities
Engagement
Groups, Topics, Profiles
Gamification
Fully Branded and Mobile
Rich Formatting
Business Integration
Business/CRM Data
Commerce
Files
Workflow
Analytics
Speed
Lightning Bolt
Lightning Community Builder
Lightning Components
Partner Ecosystem
Einstein
Recommendations
Expertise
Related Questions and Articles
Trends

4. Community Types
Salesforce communities basically provide the collaboration between
customers, partners, distributors, suppliers and employees. So broadly
any organization can own any type of community. Organizations can
also provide access to data, content and business process through
these communities publicly or privately. They provide a social platform
through which customers can interact with their favourite vendors.
Connect users in a common workspace
Generally Salesforce supports only following thee types of
communities:
Customer Communities: It provides rich collaboration,
consistent branding and mobile access through which even the
customers can share their experiences with each other and
contact to their representatives as well.
Partner Communities: It provides a platform to business partners
and a role based power can be added as well. Through these
communities the partners can share the relevant information and
at the same time can keep some information private as well.
Employees Communities: Enable and improve collaboration of
your employees by connecting them in a user friendly and fast tool
suitable for intranet, hr portal and much more

5. Community Templates
Start designing from scratch or pre-defined templates
Sales Servic
e

6. Community Builder
Implements your space with simple drag & drop
Community Builder and community templates for self-service let you
create, brand, and publish a custom community that looks great on
any mobile device! Choose a template to quickly start your
community, and then style the pages to match your company’s
branding.
With Community Builder, you can:
o Quickly style the community to match your company’s
branding
o Preview your community and ensure that it appears correctly
on different devices
o Publish your changes so you can make them available to
everyone in your community

7. Community Management
The establish, manage, engage, and measure phases are the
cornerstones of a strong community.
First, it’s crucial that every community manager defines what
engagement means to their community and company. How do we
engage users and measure whether we’re meeting our community
goals? What kind of short and long-term goals are you aiming to see?
Understanding what engagement means for your company is important
because it sets up the expectations to recognize active members. What
makes up an active user? There are many different types of active
community members, ranging from fans and advocates to helpers,
experts, and socializers.
Lead the community

8. Best Practices
Follow guidance to maximize results
DESIGN
• Match the corporate look/feel also using build-in color
generation from logo
• Deliver a personalized and appealing user experience
• Ensure on-line help and support are easy to find
• Provide clear and readable content
• Measure performance
• Optimize based on consumer feedback
• Communities Security must be defined at the Profile level
• Ensure that the portal is accessible by multiple browsers,
devices, and visual abilities
• Reward good consumer behavior with self-service incentives
• Start from private and then
USAGE
• Keep your posts clean and relevant
• Participate by asking and answering questions
• Keep your posts relevant to the products and company
• Think about who can see your posts
• Be courteous and respectful

9. Thank Y u