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.

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
• What is Salesforce Communities?
• Different Kinds of Communities
• Communities Licensing
• Example Communities
• Before you flip the switch…
• Flipping the Switch and Customization
• It’s on…Now what?
• Resources

3. What is Salesforce Communities?

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 organization’s needs.

5. Different Kinds of Communities
• “Support” Community – participants of your programs can connect
with organization staff and with each other
• “Event-specific” Community – your fundraising team, including external
people, can collaborate on event planning and management for a
high-profile gala or protest.
• “Board” Community – your executive board can use the community to
track all meetings, documents, and decisions.
• YOUR Community can be used for whatever you want!

6. A little history…

7. Communities Licensing
• Anyone who logs into your community must have a license!
• Different types of licenses allow different levels of access
• License grid:
https://help.salesforce.com/HTViewHelpDoc?
id=users_license_types_communities.htm&language=en_US
• Contact your Account Executive for more information

8. Examples of Communities

9. IAVA’s community connections help veterans come home
• Created a rewards program that connects returning vets with rewards, free employment, education, and
community-building opportunities in just 6 weeks
• Capacity to serve vets increased five-fold with the program
• Track and engage members, automate internal operations, and measure key metrics to demonstrate impact
to supporters
“We’re building community among the people who served
our country with help from Salesforce.”
- Paul Rieckhoff, Founder and CEO

10. • Used Communities to insert an extended, customized social layer directly into the student experience
• Allowed for customized learning plans and critical student management capabilities
• Created supportive student community for networking between fellow students and faculty
• Have ability to create personal profiles across academic and personal interests
Argosy Launches Social Platform into Student Online Experience
“The power of Communities cannot be overstated.”
- Tracy Zimmerman, VP of Student Experience and Innovation

11. Salesforce.com Foundation collaborates with our customers to have more
impact
• Created an online community where 10,000 nonprofit/higher ed Salesforce users get answers, find resources,
share best practices, and connect with experts
• Integrated customer service and other organizational apps to make it easier for nonprofits to work with the
Foundation and for the Foundation to deliver service at scale
“The 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.”- Suzanne DiBianca, President / CEO Salesforce.com
Foundation

12. Boston Partners in Education –
Board Community

13. Before you flip the switch

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
• What problem are you trying to
solve?
1
• Why 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 “sweet spot”1
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 staff
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 aren’t . . .
places to broadcast
focused on
transactions
conducive to
controlling divas

21. Ex: Hey, let’s “re-launch” the HUB!1
#FACEPALM
#facepalm

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 effort and galvanizes the rest of the
organization to participate. The measure of the Executive Sponsors success is the
engagement and understanding of internal staff.
Technical Resource
Budget for technical resources, support staff 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 what’s important.
Features
Chatter
Knowledge
Chatter Questions
Work.com recognition
custom Chatter actions
custom Visualforce
Etc.
Permissions
roles
user profiles
permission sets

25. Flipping the Switch…
(Okay, NOW can I turn it on?!)

26. Go to Setup – Customize – Communities

27. Create a New Community

28. Community Configuration: Overview

29. Community Configuration: Members

30. Community Configuration: Tabs & Pages

31. Community Configuration: Branding

32. Community Configuration: Login Page

33. Community Configuration: Emails
Default email templates!
You can change these!
Add your logo and physical address!
Who do the emails come from?

34. Community Configuration: Miscellaneous

35. It’s on. Now what?

36. Build Community with Community:
start small3

37. Build Community with Community:
work the small
• Focus on interactions and
relationships.
• Focus on active members.
• Every 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
=“Community Reputation”
+ badging

39. If you’re batting 1000%, you’re
playing in the little leagues.
- Warren Buffet

40. MEASURE, Learn and Repeat5
• What is important at your organization?
• This will help you determine what to track (what are your Key
Performance Indicators or KPI’s)
• ALWAYS 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
“lurking”?
% 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
• Groundwire’s 10 Rules of Engagement
• http://www.salesforcefoundation.org/groundwires-10-rules-of-engagement/
• FeverBee
• http://www.feverbee.com/2013/02/how-to-build-an-online-community.html
• Community Roundtable
• http://www.communityroundtable.com
• Communities Solution Kit
• http://www.salesforcefoundation.org/nonprofit/salesforce1-nonprofits-solution-kit-
form/

45. Community Technical Resources
• Community Analytics Dashboard
• https://appexchange.salesforce.com/listingDetail?
listingId=a0N3000000B5XHsEAN&tab=g
• Communities Licensing Grid
• https://help.salesforce.com/HTViewHelpDoc?
id=users_license_types_communities.htm&language=en_US
• Implementing Communities PDF
• http://help.salesforce.com/help/pdfs/en/
salesforce_communities_implementation.pdf
• Setting up Communities Video
• http://www.salesforce.com/_app/video/chatter/help/
Salesforce_Communities_Setup_video.jsp

46. Questions?

47. Your salesforce.com Success Resources
• Get help from the Power of Us HUB online community
powerofus.force.com
• Join your local User Group at usergroups.salesforce.com
• Contact your Account Executive
• Find more help at www.salesforcefoundation.org/help/

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