SF Experience Cloud

Experience Cloud
Salesforce, Winter ’22
@salesforcedocs
Last updated: September 15, 2021
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as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.
CONTENTS
Set Up and Manage Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Experience Cloud Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Plan Your Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
How Experience Cloud Uses Lightning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Supported Browsers for Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Access Experience Cloud Sites in the Salesforce Mobile App . . . . . . . . . . . . . . . . . . . . . 11
Experience Builder Site Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Experience Cloud Sites Usage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Set Up an Experience Cloud Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Enable Digital Experiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Manage Your Site with Experience Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Update Org-Wide Experience Cloud Site Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Experience Cloud Site Setup Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Customize Login, Self-Registration, and Password Management for Your Experience Cloud
Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Enable Other Salesforce Features in Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . 148
Deploy an Experience Cloud Site from Sandbox to Production . . . . . . . . . . . . . . . . . . . 183
Experience Cloud Authentication and Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Enable Clickjack Protection in Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . 191
Authenticate Experience Cloud Site Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Encrypt Experience Cloud Site Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
CSP and Lightning Locker in Experience Builder Sites . . . . . . . . . . . . . . . . . . . . . . . . . 197
Experience Cloud Cookies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Securely Share Your Experience Cloud Sites with Guest Users . . . . . . . . . . . . . . . . . . . . . . 214
Guest User Security Policies and Timelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Give Secure Access to Unauthenticated Users with the Guest User Profile . . . . . . . . . . . 218
Assign Records Created by Guest Users to a Default User in the Org . . . . . . . . . . . . . . 226
Secure Data Accessible by Guest Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
SEO Best Practices and Considerations for Guest Users . . . . . . . . . . . . . . . . . . . . . . . 230
Control Public Access to Your Experience Builder Sites . . . . . . . . . . . . . . . . . . . . . . . . 232
Object-Specific Security Best Practices for Guest Users . . . . . . . . . . . . . . . . . . . . . . . 236
Test Guest User Access in Your Experience Cloud Site . . . . . . . . . . . . . . . . . . . . . . . . 239
Control Which Users Experience Cloud Site Users Can See . . . . . . . . . . . . . . . . . . . . . 239
Which Experience Cloud Template Should I Use? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
The Customer Account Portal Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
The Partner Central Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
The Customer Service Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
The Build Your Own Template (Aura) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
The Build Your Own Template (LWR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Contents
The Microsite Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Objects Supported by Out-of-the-Box Components and Pages in Experience Builder
Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Customer Service Experience Builder Template Setup Checklist . . . . . . . . . . . . . . . . . . 266
Migrate a Koa or Kokua Site to a New Template . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Which Components Can I Use with Each Aura Template? . . . . . . . . . . . . . . . . . . . . . 269
Customize Sites with Experience Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Experience Builder Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462
Manage Your Site’s Pages and Their Properties in Experience Builder . . . . . . . . . . . . . . 511
Share More Salesforce Object Data in Your Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567
Track Site Users with Your Google Analytics Tracking ID . . . . . . . . . . . . . . . . . . . . . . . 575
Multilingual Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 577
Improve Experience Cloud Site Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591
Analyze and Improve Experience Builder Site Performance . . . . . . . . . . . . . . . . . . . . 592
Experience Cloud Performance and Scale Best Practices . . . . . . . . . . . . . . . . . . . . . . 597
Experience Cloud Content Delivery Networks (CDN) Overview . . . . . . . . . . . . . . . . . . . 598
Improve Experience Cloud Site Performance with Browser Caching . . . . . . . . . . . . . . . 609
Progressive Rendering Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609
Progressive Rendering Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611
Prioritize Component Display Order with Progressive Rendering . . . . . . . . . . . . . . . . . 612
Add Salesforce CMS Content to Your Experience Cloud Site . . . . . . . . . . . . . . . . . . . . . . . . 614
Connect Your External CMS to Your Experience Builder Site . . . . . . . . . . . . . . . . . . . . . . . . 615
Before Using CMS Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616
Create a CMS Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 618
Edit a CMS Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 621
Connect JSON Content from Your CMS to Your Experience Cloud Site . . . . . . . . . . . . . . 622
Personalized Content in CMS Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
Change the Load Order of CMS Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625
Lightning Bolt for Salesforce: Build Once, Then Distribute and Reuse . . . . . . . . . . . . . . . . . . 625
Create a Lightning Bolt Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 628
Export a Customized Experience Builder Template in a Lightning Bolt Solution . . . . . . . . 629
Export a Customized Experience Builder Theme in a Lightning Bolt Solution . . . . . . . . . . 631
Export a Customized Experience Builder Page in a Lightning Bolt Solution . . . . . . . . . . 633
Add Flows to a Lightning Bolt Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 635
Export and Packaging Considerations for Lightning Bolt Solutions . . . . . . . . . . . . . . . . 636
Requirements for Distributing Lightning Bolt Solutions . . . . . . . . . . . . . . . . . . . . . . . . 638
Package and Distribute a Lightning Bolt Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . 640
Experience Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 641
Experience Cloud Site Managers, Moderators, and Admins Working Together . . . . . . . 641
Measure Success with Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 649
Experience Cloud and Marketing Cloud Integration with Journey Builder . . . . . . . . . . . . . . . 655
Experience Cloud Journey Data Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 656
Email Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 657
Triggering Journeys Based on Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 657
Contents
Triggering Journeys Based on Audiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 658

Determine If an Object Can Trigger Journeys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 658
Sync an Object to the Marketing Cloud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 659
Experience Cloud Objects for Creating Member Journeys . . . . . . . . . . . . . . . . . . . . . 659
Insights for Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 661
Enable and Map Engagement Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 662
Create Your Own Insights for Your Experience Cloud Site . . . . . . . . . . . . . . . . . . . . . . 663
Create Custom Actions for Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665
View and Customize Engagement Insights for Your Experince Cloud Site . . . . . . . . . . . 668
Experience Cloud Site Moderation Strategies and Tools . . . . . . . . . . . . . . . . . . . . . . . . . . 669
Track Experience Cloud Site Activity with the Moderation Overview Page . . . . . . . . . . . . 671
Enable Members to Flag Items in Your Experience Cloud Site . . . . . . . . . . . . . . . . . . . 672
Experience Cloud Site Moderation Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 672
Experience Cloud Site Moderation Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 675
Review and Approve Posts and Comments in Your Experience Cloud Site . . . . . . . . . . 682
Moderate Flagged Posts and Comments in Your Experience Cloud Site . . . . . . . . . . . . 683
Moderate Flagged Discussions in Your Experience Cloud Site . . . . . . . . . . . . . . . . . . 684
Moderate Flagged Files in Your Experience Cloud Site . . . . . . . . . . . . . . . . . . . . . . . . 686
Moderate Flagged Direct Messages in Your Experience Cloud Site . . . . . . . . . . . . . . . 687
Moderate Flagged Private Messages in Your Experience Cloud Site . . . . . . . . . . . . . . 688
Set Up Apex Triggers for Flagging Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 689
Experience Pulse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 690
Experience Cloud Site Moderation Limits and Limitations . . . . . . . . . . . . . . . . . . . . . . 691
Organize Experience Cloud Sites with Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 691
Manage Topics in Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 695
Automatically Assign Topics to Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 696
Set Up Featured Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 698
Set Up Navigational Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699
Set Up Content Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 700
See Your Site’s Topics and Subtopics in One Place . . . . . . . . . . . . . . . . . . . . . . . . . . 700
Add Topics to Articles or Remove Them . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 702
Translate Topics Names and Descriptions for Experience Cloud Sites with International
Audiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 703
Customize Recommendations in Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . . 704
Create Audiences for Your Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 706
Gamification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 706
Recognition Badges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 707
Reputation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 721
Reporting for Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 727
Report on Experience Cloud Sites with AppExchange Packages . . . . . . . . . . . . . . . . . 728
Service Community Scorecard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 791
Login History Report Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 793
Set Up Report Management for External Users—Create and Edit Reports . . . . . . . . . . . 795
Track Experience Cloud Site Activity with Custom Reports . . . . . . . . . . . . . . . . . . . . . . 796
Contents
Experience Cloud Sites Report and Dashboard Considerations . . . . . . . . . . . . . . . . . . 798

Allow External Users to Access and Report on Tasks and Events . . . . . . . . . . . . . . . . . 799
Google Analytics™ for Salesforce Communities Package . . . . . . . . . . . . . . . . . . . . . . 800
Delegate Management to External Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 812
Delegate External User Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 812
Delegated Account Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 814
Allow External Users to Manage Other Accounts with Account Switcher . . . . . . . . . . . . 818
Manage Partner Relationships with Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . 821
Partner Central—Build Lightning Partner Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 821
Create a Partner Site with Partner Central—Setup Tasks . . . . . . . . . . . . . . . . . . . . . . 822
Enable Partner Functionality in Your Org . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 823
Migrate from a Partner Portal to an Experience Cloud Site . . . . . . . . . . . . . . . . . . . . . 825
Prep Your Org for a Partner Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 825
Manage Channel Partnerships with Channel Programs and Levels . . . . . . . . . . . . . . . 840
Account Relationships and Account Relationship Data Sharing Rules . . . . . . . . . . . . . . 843
Lead Distribution and Deal Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 851
Market Development Funds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 861
Reach More Customers with Channel Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . 872
Track Performance with Partner Scorecard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 876
Configure Features with Guided Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 879
Configure Guided Setup Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881
Manage Customer Relationships with Experience Cloud . . . . . . . . . . . . . . . . . . . . . . . . . 884
Build a Portal with the Customer Account Portal Solution . . . . . . . . . . . . . . . . . . . . . . 884
Create a Customer Account Portal—Setup Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . 885
What’s Your Customer Account Portal Strategy? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 886
Extend Salesforce to Customers with the Correct Licenses . . . . . . . . . . . . . . . . . . . . . 886
Give Customers Access to Your Knowledge Base Through Help Center . . . . . . . . . . . . . . . . 887
Help Center Set Up Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 888
Create a Help Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 889
Help Center Template Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 891
Change from Help Center to a New Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 892
Educate Your Users About Salesforce Experiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 893
Switching Between Your Salesforce Org and Your Experience Cloud Sites . . . . . . . . . . . 894
Share Personal Contact Information Within Experience Cloud Sites . . . . . . . . . . . . . . . 896
Search Behavior in Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 898
Enable Search Autocomplete for Guest Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 901
Manage Your Community Email Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 901
Chatter in Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902
Experience Cloud Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 929
SET UP AND MANAGE EXPERIENCE CLOUD SITES
Salesforce Experience Cloud lets you create branded spaces for your employees, customers, and
EDITIONS
partners. You can customize and create experiences, such as communities, sites, or portals, to meet
your business needs and then transition seamlessly between them. Available in: Salesforce
Important: To better reflect the many types of connected digital experiences you can Classic (not available in all
orgs) and Lightning
create—including portals, websites, help centers, forums, and mobile apps—Community
Experience
Cloud is now called Experience Cloud.
So what's different? Terminology, for starters. Whether you’re creating a forum, portal, or any Available in: Enterprise,
other type of digital experience, at the most basic level, you’re building an online site. So Performance, Unlimited,
instead of saying community, which primarily connotes a forum where people interact with and Developer Editions
one another, we now use the term site in the user interface and documentation.
And if you accidentally enter Community in the Quick Find box in Setup, we automatically
display the renamed Digital Experiences menu instead—we know that old habits are hard
to break!
For more details on terminology changes, see the Spring ’21 Release Notes.
You can use Experience Cloud sites to:

• Drive more sales by connecting your employees with your distributors, resellers, and suppliers
• Deliver world-class service by giving your customers one place to get answers
• Manage social listening, content, engagement, and workflow all in one place
Base your site on one of our preconfigured Experience Builder templates with drag-and-drop Lightning components, or on standard
Salesforce functionality and tabs. With Experience Cloud, you can share a subset of features and data from your internal Salesforce org,
and customize it to use your company branding.
Experiences live inside your org and can be easily accessed from the App Launcher in Lightning Experience or the global header in
Salesforce Classic.
Check out Communities and Community Users in Your Salesforce Org, a quick video about how Salesforce Experiences live in an org,
the differences between licenses, and how Salesforce accounts and site users are associated with one another.
IN THIS SECTION:
Experience Cloud Overview
Experience Cloud sites are a great way to share information and collaborate with people who are key to your business processes,
such as customers, partners, or employees. Whether you call it a portal, a help forum, a support community, HR central, or something
else, an Experience Cloud site is a great place to connect with the important folks in your life in a new and different way. Use easy
point-and-click branding tools with ever-evolving Experience Builder templates or go with Visualforce to create branded collaboration
spaces.
Set Up an Experience Cloud Site
Setting up an Experience Cloud site includes a series of tasks that you must perform in Salesforce Setup and in the site itself. From
enabling digital experiences to setting up user profiles for membership and designing your site, we’ve got you covered!
1
Set Up and Manage Experience Cloud Sites
Experience Cloud Authentication and Security

You can help keep your Experience Cloud site more secure by enabling clickjack protection, authenticating users, encrypting data,
and protecting against malicious resources and vulnerabilities in components using CSP and Lightning Locker. All these options
allow you to maintain the security of your site while still using the external sources you need.
Securely Share Your Experience Cloud Sites with Guest Users
Experience Cloud sites help you connect with customers and partners. When building your site, you can use various settings and
permissions to protect your data and your customers’ data, and publicly share the site with guest users. Keeping your data secure
is a joint effort between you and Salesforce.
Which Experience Cloud Template Should I Use?
Experience Cloud templates let you build responsive sites for delivering rich, branded spaces for your customers and partners. And
with Experience Builder, you can accomplish a lot without coding. For example, you can edit a template’s components to include
information about your site, add images to extend your branding, and include CMS content. And if you want a more customized
experience, you can create custom pages, add components to pages, build custom Lightning components, and expose more
Salesforce objects.
Customize Sites with Experience Builder
Use templates to quickly set up a site. Then customize it with your company’s branding, share Salesforce records with site members,
and work with them in a collaborative space that meets your needs.
Improve Experience Cloud Site Performance
Use the Page Optimizer to analyze your site’s performance. Use the Experience Cloud Content Delivery Network and browser
caching to improve page load times.
Add Salesforce CMS Content to Your Experience Cloud Site
Salesforce CMS is a hybrid content management system that lets you create and manage content in a central location and then
share that content across multiple channels, including Experience Builder sites. After you create content in the Salesforce CMS app,
you can add the content to site pages so that your customers can see it.
Connect Your External CMS to Your Experience Builder Site
Do you have a website built in an external content management system (CMS)? You can connect that CMS content to your Experience
Builder site for consistent branding, reuse of material, and ease of maintenance.
Lightning Bolt for Salesforce: Build Once, Then Distribute and Reuse
Lightning Bolt for Salesforce lets you quickly build and distribute industry-specific Lightning Bolt Solutions to jump-start new org
capabilities. Save time by building once and then reusing. Whether it’s for your own org or you’re a consulting partner or ISV, you
can reduce the time required to implement solutions and cut development costs.
Experience Management
Experience Management is your one-stop shop for administering, managing, and moderating your Experience Cloud site.
Experience Cloud and Marketing Cloud Integration with Journey Builder
With the Marketing Cloud Journey Builder, create personalized journeys for your site based on triggering events or geared for specific
audiences. Greet new users with rich content emails, send reminders to users who need profile pics, or schedule follow-up emails
for users who log a case. To use this feature, you must have both Experience Cloud and Marketing Cloud licenses.
Insights for Engagement
Insights are reports that help community managers monitor activity and take action on that activity. Insights make it easier to manage
day-to-day moderation tasks, encourage engagement, and drive member adoption. You can set up Insights to monitor new members,
unanswered questions, newly created groups, trending topics, and even recent Chatter contributions.
Experience Cloud Site Moderation Strategies and Tools
Moderation allows you to empower members of your Experience Cloud site to monitor content and ensure that it’s appropriate and
relevant. Set up rules to automate moderation and do the heavy lifting for you.
2
Set Up and Manage Experience Cloud Sites Experience Cloud Overview
Organize Experience Cloud Sites with Topics

Navigational, featured, and content topics are a fantastic way to organize information and content in an Experience Cloud site. Use
topics to structure your site’s content or highlight key discussions. You can create topics or use the topics that organically emerge
from site member posts.
Customize Recommendations in Experience Cloud Sites
Create recommendations to drive engagement for your Experience Cloud site, encouraging users to watch videos, take trainings,
and more. Target specific audiences and use channels to specify locations for the recommendations.
Gamification
Use gamification tools, like Recognition Badges and Reputation, to keep your members engaged in your site.
Reporting for Experience Cloud Sites
Use reporting to see short-term and long-term trends in various areas of your Experience Cloud site. The preconfigured AppExchange
package makes reporting a snap for community managers. You can also give the power of reporting to your members.
Educate Your Users About Salesforce Experiences
Tell users what to expect from Experience Cloud sites.
Experience Cloud Resources
SEE ALSO:
Plan Your Implementation
Enable Digital Experiences
Create an Experience Cloud Site
Manage Your Experience Cloud Site
Experience Cloud Overview

Experience Cloud sites are a great way to share information and collaborate with people who are
EDITIONS
key to your business processes, such as customers, partners, or employees. Whether you call it a
portal, a help forum, a support community, HR central, or something else, an Experience Cloud site Available in: Salesforce
is a great place to connect with the important folks in your life in a new and different way. Use easy Classic (not available in all
point-and-click branding tools with ever-evolving Experience Builder templates or go with Visualforce orgs) and Lightning
to create branded collaboration spaces. Experience
Important: To better reflect the many types of connected digital experiences you can Available in: Enterprise,
create—including portals, websites, help centers, forums, and mobile apps—Community Performance, Unlimited,
Cloud is now called Experience Cloud. and Developer Editions
So what's different? Terminology, for starters. Whether you’re creating a forum, portal, or any
other type of digital experience, at the most basic level, you’re building an online site. So
instead of saying community, which primarily connotes a forum where people interact with
to break!
3
Set Up and Manage Experience Cloud Sites Experience Cloud Overview
You can create multiple Experience Cloud sites within your organization for different purposes. For example, you could create a customer
support site to reduce support costs, or a channel sales site for partner deal support, or you could have a site dedicated to an upcoming
event.
Base your site on one of our preconfigured Experience Builder templates with drag-and-drop Lightning components, or on standard
Salesforce functionality and tabs. With Experience Cloud, you can share a subset of features and data from your internal Salesforce org,
and customize it to use your company branding.
Learn About Experience Cloud

Before you create an Experience Cloud site, we recommend going over a few key concepts in Trailhead.
• Expand Your Reach with Experience Cloud (Trail)
• Communities and Community Users in Your Salesforce Org (Video)
Create, Design, and Manage Experience Cloud Sites

• Set Up and Manage Experience Cloud Sites (PDF)
• Community Management Guide for Experience Cloud (PDF)
• Report on Experience Cloud Sites with AppExchange Packages
• Google Analytics™ for Salesforce Communities Package
• SEO for Experience Builder Sites
• Who Sees What in Communities Series (Video)
Limitations, Supported Browsers, and Mobility

• Communities User Licenses
• Supported Browsers for Experience Cloud Sites
• Access Experience Cloud Sites in the Salesforce Mobile App
Add Advanced Customizations

• LWR Sites for Experience Cloud
• Experience Cloud Developer Guide
• Experience Cloud Developer Center
• Build a Custom Theme Layout Component for Lightning Communities (Project)
• Customize Your Experience Cloud Site (Trail)
• Lightning Aura Components Developer Guide
• Lightning Web Components Developer Guide
• Visualforce Developer Guide
• Visualforce Component Reference
AppExchange Packages to Use with Experience Cloud Sites

• Community Management Package for Communities with Chatter
4
Set Up and Manage Experience Cloud Sites Plan Your Implementation
• Community Management Package for Communities without Chatter
Going from Portals to Experience Cloud Sites

• Create and Manage Partner Portals (PDF)
Stuck? Ask for Help in a Trailblazer Community

• Experience Cloud
• Community Management
IN THIS SECTION:
It helps to make a few key decisions before setting up and customizing your Experience Cloud site.
How Experience Cloud Uses Lightning
There’s lots of Lightning striking Salesforce these days and it can be tricky to know how it all works together. Here's the rundown.
Supported Browsers for Experience Cloud Sites
Browser support for Experience Cloud sites varies by the device that you access the site from and the site template.
Access Experience Cloud Sites in the Salesforce Mobile App
Accessing Experience Cloud sites from the Salesforce mobile app depends on several factors, including the type of template used
to create the site and the licenses and permissions of site users.
Experience Builder Site Limitations
Be aware of the limitations that apply to Experience Builder sites such as Customer Service and Partner Central.
Experience Cloud Sites Usage Allocation
Experience Cloud site usage is governed by daily, monthly, and yearly allocations. Understanding these allocations is important to
the success of your sites. Salesforce provides tools to help you monitor site usage so that you can avoid exceeding these allocations,
or purchasing overages when needed.

It helps to make a few key decisions before setting up and customizing your Experience Cloud site.
• Define the business requirements of the Experience Cloud site. What types of users are you creating the site for? You could start by
identifying the main use cases you want to support, such as customer support, self-service, or marketing.
• Determine your licensing requirements based on the current and projected number of site users.
• Decide if you want your site content to be publicly available to guest users without licenses
• Plan the look-and-feel of your site and then evaluate the available customization options. With Experience Cloud, you have the
following choices:
– Experience Builder sites: Experience Builder comes with rich, responsive templates targeted at varied use cases, such as
customer support, partner relationship management, and more. These ever-evolving templates offer easy customization and
branding via point-and-click tools and allow for a quick rollout of your site. This option doesn’t require programming experience,
although you can quickly extend your customizations programmatically as needed.
5
– Visualforce + Salesforce Tabs sites: These sites come with some branding themes that you can use along with standard
Salesforce tabs in your sites. In addition, you can use Visualforce to customize your site’s appearance and use all the capabilities
of the Lightning Platform. This option requires programming capabilities.
IN THIS SECTION:
Choosing Between Experience Builder and Salesforce Tabs + Visualforce Sites
When you create an Experience Cloud site, you can create an Experience Builder or a Salesforce Tabs + Visualforce site. With either
option, you can build branded, publicly available pages such as landing or marketing pages, and private custom pages that only
members can access. So which option is the best for you? Well, that depends on your skills and the needs of your org.

When you create an Experience Cloud site, you can create an Experience Builder or a Salesforce Tabs + Visualforce site. With either option,
you can build branded, publicly available pages such as landing or marketing pages, and private custom pages that only members can
access. So which option is the best for you? Well, that depends on your skills and the needs of your org.
Experience Builder Sites

Experience Builder is an intuitive, convenient tool for creating and customizing your site. Create an Experience Builder site based on a
preconfigured template, then apply branding, edit pages, update your template, and publish changes all from one user-friendly interface.
With Experience Builder sites you can:
• Create the site that’s right for you, using the following templates: Customer Service, Partner Central, Customer Account Portal, Build
Your Own (Aura), or Help Center.
• Enjoy Lightning extensibility including new pages, new navigation items, custom layouts, new components, and access to
AppExchange.
• Design pixel-perfect branded pages including your own CSS styles. Control the look and feel of the site with a custom theme layout
and custom components.
• Create public pages that anyone can access, or add private pages that require users to log in.
• Build and iterate quickly using drag-and-drop reusable page components.
• Use ready-made forms to create web-to-lead forms or gather customer feedback.
• Create data-driven pages, such as product catalogs or other listings, using your org’s data.
• Easily support multilingual experiences through Translation Workbench and Experience Builder.
• Reuse your Visualforce pages, actions, buttons, links, and canvas apps in Experience Builder sites.
• Create and export industry-specific solutions and use them to jump-start new sites, or package and distribute them for others, using
Lightning Bolt solutions.
Salesforce Tabs + Visualforce Sites

Suitable for developers with experience using Visualforce, Salesforce Tabs + Visualforce lets you build custom pages and apps with
Lightning Platform capabilities, including analytics, workflow and approvals, and programmable logic. If you want to create sites
programmatically using Apex and APIs, Salesforce Tabs + Visualforce is the way to go. With Salesforce Tabs + Visualforce sites you can:
• Support high volume authenticated visitors and concurrent transactions while maintaining low page-load times.
• Harness Lightning Platform capabilities including analytics, workflow and approvals, and programmable logic.
• Integrate with partner apps (managed packages) that use Visualforce.
• Use 3rd-party web application frameworks for site rendering.
6
• Take advantage of dynamic web applications, such as an event management application.

• Create private pages that you can add as a tab within your site.
• Write your own controllers, or extensions to controllers, using Apex code.
• Build dynamic web applications, such as an event management application.
Features at a Glance
Still unsure which product to choose? Use this table to learn more about each product’s features.
Feature Experience Builder Sites Salesforce Tabs +

Visualforce Sites
Public pages
Preconfigured templates and page layouts
Authenticated pages
Lightning Bolt Solutions
Visualforce pages (Add Visualforce pages to Experience Builder

sites using the Visualforce Page component in Experience Builder.)
Audience targeting for pages and groups
Custom themes
Out-of-the-box login, logout, self-registration, and error pages
Drag-and-drop environment
Lightning components
IP restrictions
Access to standard and custom objects
Analytics and reports
Programmatic customizations using Apex, APIs, and controllers
Workflows
Flows
Full Lightning Platform capability
Custom objects
7
Set Up and Manage Experience Cloud Sites How Experience Cloud Uses Lightning
How Experience Cloud Uses Lightning

There’s lots of Lightning striking Salesforce these days and it can be tricky to know how it all works
EDITIONS
together. Here's the rundown.
What is Salesforce Lightning? Available in: Salesforce
Classic (not available in all
Lightning includes a new experience, framework, and environment. Lightning makes it easier
orgs) and Lightning
to build responsive applications for any device.
Experience
Lightning includes these technologies:
Available in: Enterprise,
• Lightning Component Framework, which gives you a UI development framework that Performance, Unlimited,
accelerates development and app performance. and Developer Editions
• Lightning App Builder lets you build Lightning pages visually, without code, using
standard and custom Lightning components. You can make your Lightning components
available in the Lightning App Builder, so admins can build custom user interfaces without code.
• Experience Builder is like the Lightning App Builder, except that it’s used to design and build Experience Builder sites using
Lightning components. Just like Lightning App Builder, you can use standard or custom components so admins can create
Experience Builder pages with point-and-click customization.
Some Salesforce products built with the Lightning framework include Lightning Experience, the Salesforce mobile app, and the
various Experience Builder site templates (like Customer Service, Partner Central, and Help Center) and Lightning Bolt Solutions.
What is Lightning Experience?
Lightning Experience is the name of for the desktop user experience, intended for internal Salesforce users only. For more information,
see the Lightning Experience section in Salesforce Help.
When people talk about “Lightning sites”, what do they mean?
Lightning in the context of Experience Cloud means the use of Lightning components to build communities, sites, and portals. Build
using templates, such as Customer Service, Partner Central, or Lightning Bolt Solutions.
How is the Lightning framework used in Experience Cloud sites?
Experience Cloud sites and Lightning Experience use the same underlying Lightning framework technology—but it isn’t necessary
to enable Lightning Experience to use Experience Cloud sites.
Think of it this way: You have a dishwasher and a washing machine in your house. Can you turn one on without the other? Yes. Sure,
they have a few things in common: They both need electricity to work, they both live in your house, and have the word “wash” in
their names. But they run independently of one another.
Here are some common questions (and answers!) to consider when you're thinking of using component-based site templates.
Do I first turn on Lightning Experience in my internal org to use Experience Builder sites?
No. It’s not required that you enable Lightning Experience to use Experience Builder sites, such as Customer Service, Partner Central,
and Lightning Bolt Solutions. Experience Cloud sites use the same underlying technology as Lightning Experience, but are independent
of one another.
If I turn on Lightning Experience in my internal org, can I still use the Salesforce Tabs + Visualforce template for a site?
Yes! Turning on Lightning Experience for your internal users has no impact on what template you use in our external-facing sites.
You can build your site with the Lightning framework or with Visualforce. The UI enabled in your internal Salesforce org makes no
difference to what UI technology you use for your external-facoing site.
If I build a custom Lightning component for the Lightning App Builder, can I use it in Experience Builder?
Yes! See the Experience Cloud Developer Guide for more information.
8
Set Up and Manage Experience Cloud Sites Supported Browsers for Experience Cloud Sites
Can I enable Lightning Experience for my Salesforce Tabs + Visualforce sites?

No. By definition, a Salesforce Tabs + Visualforce site uses Visualforce technology under the hood. There's no button in a Salesforce
Tabs + Visualforce site that allows you to switch to Lightning technology. Also, remember that Lightning Experience is a user
experience that’s for internal Salesforce users only.
If you want a site with the Lightning look and feel, create one with a template that uses Lightning technology.
If I turn on Lightning Experience in my internal Salesforce org, are there Experience Cloud features that I can't use?
Switch to Salesforce Classic for the following functionality.
Feature or Setting Available with Differences Not Available Notes

Global header To switch between your org
and Experience Cloud sites in
Lightning Experience orgs, use
the App Launcher.
Cloning or creating email

templates as a Partner
Community or Customer
Community Plus user
Enabling WDC Thanks to use

Mission Badges in Experience
Builder sites
Note: Most of the Experience Cloud functionality that isn’t supported in Lightning Experience affects only Salesforce admins.
But being limited to admins doesn’t prevent you from enabling Lightning Experience in your org. You can always enable
Lightning Experience for most profiles in your Salesforce org, and give the System Admin profile the option to switch to
Salesforce Classic.
SEE ALSO:
Supported Browsers for Experience Cloud Sites

Browser support for Experience Cloud sites varies by the device that you access the site from and
EDITIONS
the site template.
Available in: Salesforce
Salesforce Tabs + Visualforce
orgs) and Lightning
Salesforce Tabs + Visualforce sites are supported on all desktop browsers that Salesforce supports. Experience
These sites are also accessible from the Salesforce app.
Performance, Unlimited,
Experience Builder Sites and Developer Editions
Experience Builder sites such as Customer Service, Partner Central, and Help Center are supported
on these browsers.
Desktops and Laptops
9
Set Up and Manage Experience Cloud Sites Supported Browsers for Experience Cloud Sites
Platforms Apple® Safari® Google Chrome™ Microsoft® Edge Microsoft® Mozilla® Firefox®
(Windows® 10 Internet
Only) Explorer® 11
Apple® macOS® Supports latest Supports latest Not supported Not supported Supports latest
Desktop stable browser stable browser stable browser
version version version
Microsoft® Windows® Not supported Supports latest Supports latest Ended support on Supports latest
Desktop stable browser stable browser December 31, 2020 stable browser
version version version
Note: Support for accessing Experience Builder sites with Internet Explorer 11 ended on December 31, 2020. But there’s no
difference for site visitors using the browser in the short term. Because Experience Cloud no longer tests new features on Internet
Explorer 11, your site can function differently than expected. To let users know they must switch browsers, make sure that the
Display warning for unsupported browsers option is enabled in Settings.
Note: To load Experience Builder with Safari 13.1 or above, disable these settings:
• Block All Cookies
• Prevent Cross-Site Tracking
• Private Browsing
• Block Pop-ups (Pop-up blocking can prevent some pages from opening in a new tab.)
Mobile Devices
Platforms Apple® Safari® Google Chrome™ Microsoft® Edge Microsoft® Mozilla® Firefox®
(Windows® 10 Internet
only) Explorer® 11
Android™ Phone and Not supported Supports latest Not supported Not supported Not supported
Tablet stable browser
version
iOS Phone and Supports latest Not supported Not supported Not supported Not supported
Tablet stable browser
version
Windows® 8 Phone Not supported Not supported Not supported Ended support on Not supported
December 31, 2020
Windows® 10 Phone Not supported Not supported Supports latest Not supported Not supported
stable browser
version
Unsupported Browser Notification

Some unsupported browsers can load the Lightning framework. When users try accessing an Experience Builder site in one of these
browsers, they see a notification asking them to update or switch browsers. Other unsupported browsers such as Internet Explorer 10
or below can’t load the Lightning framework. If users try accessing a site in one of these browsers, they see a blank page.
10
Set Up and Manage Experience Cloud Sites Access Experience Cloud Sites in the Salesforce Mobile App
If you tested your site in an unsupported browser and everything works as expected, you can disable the default notification. From Setup,
in the Quick Find box, enter Digital Experiences Settings, click Settings, and then deselect Display warning for
unsupported browsers.
Note:
• If you used a WebView to create a mobile site, check that the pop-up window appears the way you like.
• Users don’t see the unsupported browser notification on site login pages. If you know that your users are using unsupported
browsers to access your site, create Visualforce login pages and use them instead of default site login pages.
• The unsupported browsers setting doesn’t apply to Lightning Web Runtime (LWR) sites.
SEE ALSO:
Supported Browsers and Devices for Salesforce Classic
Supported Browsers and Devices for Lightning Experience
Access Experience Cloud Sites in the Salesforce Mobile App

Accessing Experience Cloud sites from the Salesforce mobile app depends on several factors,
EDITIONS
including the type of template used to create the site and the licenses and permissions of site users.
Grant the Necessary Permissions
orgs) and Lightning
Make sure that site users can access the Salesforce mobile app. Experience
• Verify that the mobile app is enabled for your org (default) or enable it. From Setup, enter Available in: Enterprise,
Settings in the Quick Find box, then select Salesforce Settings. Performance, Unlimited,
• Allow site access via the Salesforce mobile app by granting the “API Enabled” profile permission and Developer Editions
to external users with communities licenses. From Setup, enter Profiles in the Quick Find
box, then select Profiles. Select Edit on a profile to add the profile permission.

Sites that use the Salesforce Tabs + Visualforce template are supported in the Salesforce mobile app.
Users can access sites via the mobile App Launcher. If a user is accessing a site that exists in a branded site app that’s installed on the
device, the site opens in that app. Otherwise, the site login page opens in the in-app browser. The user’s credentials aren’t passed to the
browser automatically.
11
Type of User How to Access a Site

Users with standard Salesforce licenses Log in to the mobile app. Use the mobile App Launcher at the top
Internal org users who are also in a community of the navigation menu and select a community.
External users with the following community licenses: On the Salesforce mobile app login screen, tap . Add the site as
• Customer Community a new connection, using the site URL for the host name:
(MyDomainName.my.site.com/<path-prefix>).
• Customer Community Plus
• Partner Community Note: If you’re not using enhanced domains, your org’s
• Customer Portal Experience Cloud sites URL is different. For details, see My
Domain URL Formats in Salesforce Help.
• Partner Portal
Then, select the site connection and log in with the site.
• High-Volume Portal User
• Lightning External Apps
• Lightning External Apps Plus
Unlicensed users (also known as guest users) Not supported

Experience Builder sites aren't supported in the Salesforce mobile app because their styling doesn't display well. For example, if a user
doesn't have permission to view a field, that field appears blank. The information in the field exists, but it isn't shown to users who don't
have permission to see it.
We recommend that users access Experience Builder sites from a supported mobile browser on page 9 using the site URL.
Tip: The Salesforce mobile app isn’t supported for Experience Builder sites with internal org users. If a customer has an Experience
Builder site, internal users can launch it from the Salesforce mobile app using the App Launcher. The Experience Builder site opens
in a web browser, not in the Salesforce mobile app.
Experience Management, Experience Workspaces, and Experience Builder

Experience Management and Experience Workspaces aren’t available. We recommend that you use the supported browsers on desktop
computers to make customizations in Experience Management, Experience Workspaces, and Experience Builder.
IN THIS SECTION:
Salesforce Mobile App Settings for Experience Cloud Sites
Easily link to Visualforce pages from other Visualforce pages in the Salesforce mobile app by selecting the checkbox under Salesforce
Mobile Settings for Experiences in Settings.
Experience Cloud Sites: What’s Different or Not Available in the Salesforce Mobile App
SEE ALSO:
My Domain URL Formats
12
Salesforce Mobile App Settings for Experience Cloud Sites

Easily link to Visualforce pages from other Visualforce pages in the Salesforce mobile app by selecting
EDITIONS
the checkbox under Salesforce Mobile Settings for Experiences in Settings.
Example: Available in Salesforce

Classic and Lightning
Experience

and Developer Editions
Note: The setting keeps the Apex prefix in all your site URLs.
USER PERMISSIONS
To edit Experience Cloud

settings:
Experience Cloud Sites: What’s Different or Not Available in
• Customize Application
the Salesforce Mobile App
Experience Cloud sites in the Salesforce mobile app are similar to the Lightning Experience desktop
site, with these differences:
• The navigation menu for an Experience Cloud site doesn’t include all the items that are available to your internal org:
– The navigation menu shows only the tabs that the admin has included in that site via Tabs & Pages in the site’s administration
settings.
– The Events and Today items aren’t available and don’t appear in the navigation menu.
– Tasks are available only to users with the Edit Tasks permission.
– The Reports item isn’t available and doesn’t appear in the navigation menu.
• There’s no All Company nor Company Highlights feed.

• Adding inline images to a post isn’t available.
• Experience Management and Experience Workspaces aren’t available.
• Site.com branding isn’t supported.
• Members can’t flag private messages as inappropriate.
• Reputation isn’t supported. However, if reputation is enabled and set up in the desktop site, users do accrue points when using the
Salesforce mobile app. Users can view their points in the desktop site only.
• Search is scoped to the Experience Cloud site and returns only items from the current site. The only exception is records, since they’re
shared across sites and the internal org.
• Role-based external users can approve and reject approval requests from the Approval History related list on records, but they can’t
submit requests for approval.
• A user’s list of notifications includes notifications from all Experience Cloud sites the user is a member of. The name of the site in
which the notification originated appears after the timestamp.
• External users accessing Experience Cloud sites don’t see a help link.
• Photos appear next to users’ names in the People list.
• The Experience Builder template and your user licenses determine how you can access Experience Cloud sites. For more information,
see Access Experience Cloud Sites in the Salesforce Mobile App in Salesforce Help.
13
Set Up and Manage Experience Cloud Sites Experience Builder Site Limitations
• Group members in Experience Cloud sites can’t edit their email and in-app notification settings. As a workaround, users can set their
group email notification preference to Every Post in the site from the desktop site. Selecting this option enables both email
notifications and in-app notifications for that group.
• Push notifications for Experience Cloud sites aren’t supported in the Salesforce mobile app. Their navigation and authentication
behavior can vary for members with both an internal and external login or multiple external logins. We recommend that users with
multiple logins access a site from a supported mobile browser using the site URL. In a mobile browser, site users receive notifications
via the bell icon and notification tray.
• Direct message notifications aren’t supported in mobile sites. If a user receives a direct message while using the mobile website, the
bell notification doesn’t display a new message.
• Experience Cloud sites aren’t available when the mobile device is offline.
• The Experience Cloud site’s Related List - Single component isn’t supported for Files.
• The Record Headline component doesn’t support Chatter actions or field labels.
• You can’t create a record from a lookup field.
Experience Builder Site Limitations

Be aware of the limitations that apply to Experience Builder sites such as Customer Service and Partner Central.
General Limitations
• Lookup fields aren’t supported for custom objects or in Experience Builder sites created before Spring ’16.
• When Experience Builder site users save an opportunity, they’re not prompted to add products, even when the Prompt users to
add products to opportunities setting is enabled. Only users in sites built with Salesforce Tabs + Visualforce are prompted to add
products.
• In multilingual sites, the login page for the site appears in the default language. To create login pages in other languages, use custom
Visualforce pages.
• Google reCAPTCHA only works when access to Google web traffic is allowed. Causes for these disruptions vary, and can include
network outages or government-mandated blocks. If a large percentage of your site is blocked from Google web traffic, consider
requiring users to log in to post to the site.
• The Create New option for lookups isn’t supported in Customer Service sites. Also, only authenticated external users (not guest users)
can access asset lookup fields.
• For guest users, case validation doesn’t run when cases are submitted through the Contact Support component. Validation runs
once the submission is processed in the queue. Salesforce recommends writing custom client-side validation or writing custom
Apex before inserting triggers to sanitize the case content.
• Partner and customer users can’t be added to account teams.
Partner Sites
• Partner Central doesn’t support the language selector.
• To protect your sales data, we disable guest user access for the navigation menu in Partner Central by default.
• Partner Central doesn’t provide out-of-the-box self-service customer support features, such as navigational topics, articles, and the
search publisher. To extend support to your partners, consider exposing cases in your community and creating a quick action button
for creating cases.
• You can’t export sites built on Partner Central as Lightning Bolt solutions. You can export individual pages, but not the entire site.
Browser Limitations
• Mobile devices using the BlackBerry or Microsoft Windows operating systems aren’t supported.
14
Set Up and Manage Experience Cloud Sites Experience Cloud Sites Usage Allocation
• Mobile users who perform the pinch-zoom gesture on Experience Cloud site preview images will zoom into the center of the image
and not a specific area of the preview image.
• Internet Explorer versions before 11 aren’t supported. We’ve created a page that automatically lets your users know that they must
either upgrade or use a newer browser.
You can also redirect to your own page that informs users that those browsers aren’t supported. Create a file such as
ieRedirect.js and include it in the header script section of the Site.com page. Make sure that the file contains the following
code:
if (window.attachEvent && !window.addEventListener) {
window.location = '<your redirect page>';
}
• Only the latest versions of Chrome, Firefox, and Safari (on Mac OS) are supported.
Note: Customers accessing your Experience Builder sites from unsupported browsers receive a warning that site features may
not work as intended and are directed to use a different or updated browser for the best experience. They can still choose, after
the warning, to use the site with their current browser and reduced effectiveness, if they want. For the list of Salesforce supported
browsers, see Supported Browsers for Experience Cloud Sites on page 9.
Experience Cloud Sites Usage Allocation

Experience Cloud site usage is governed by daily, monthly, and yearly allocations. Understanding
EDITIONS
these allocations is important to the success of your sites. Salesforce provides tools to help you
monitor site usage so that you can avoid exceeding these allocations, or purchasing overages when Available in: Salesforce
needed. Classic (not available in all
orgs) and Lightning
Edition Bandwidth Allocation Service Request Time Maximum Experience
(per rolling 24-hour (per rolling 24-hour Page Views
period per community) period per site) Available in: Enterprise,
Developer Edition 500 MB 10 minutes N/A and Developer Editions
Enterprise Edition 1 GB for sandbox 30 minutes for sandbox 500,000
40 GB for production 60 hours for production
Unlimited Edition 1 GB for sandbox 30 minutes for sandbox 1,000,000

Performance 40 GB for production 60 hours for production
Edition
Bandwidth
The number of megabytes served and received from both the community’s origin server and the cache server. The origin server
refers to the Web server that hosts your community site. The cache server refers to the CDN server that serves your cache community
site pages. This allocation is only calculated for non-authenticated community users.“Rolling 24-hour period” refers to the 24 hours
immediately preceding the current time.
Service Request Time
The total server time in minutes required to generate pages for the community. This allocation is only calculated for non-authenticated
community users.
“Rolling 24-hour period” refers to the 24 hours immediately preceding the current time.
15
Page View
A request from a non-authenticated community user to load a page associated with your community. Requests from authenticated
community users are not counted as page views. Cached page views are also counted.
Requests that Count as Page Views
Requests for the following are counted as page views.
Note: If you’re not using enhanced domains, your org’s Experience Cloud sites URL is different. For details, see My Domain
URL Formats in Salesforce Help.
Requests for... Example

Your Experience Cloud site domain http://MyDomainName.my.site.com
Your custom Experience Cloud site web address http://site.mycompany.com
Any page associated with your Experience Cloud site http://MyDomainName.my.site.com/mypage

http://MyDomainName.my.site.com/s/mypage
http://site.mycompany.com/mypage
http://site.mycompany.com/s/mypage
Custom login pages
Requests that Do Not Count as Page Views

Requests for the following are not counted as page views.
Note: If you’re not using enhanced domains, your org’s Salesforce Sites URL is different. For details, see My Domain URL
Formats in Salesforce Help.

Authorization Required error page http://MyDomainName.my.site.com/unauthorized
AJAX requests: • Apex: RemoteAction

• JavaScript remoting • Visualforce: <apex:actionFunction>
• Visualforce
Resources loaded on the page, such as robots.txt or the http://MyDomainName.my.site.com/robot.txt

favorite icon
http://site.mycompany.com/favicon
Attachments and documents
Error pages, apart from Authorization Required, such as Limit http://MyDomainName.my.site.com/BandwithExceeded

Exceeded and Maintenance
Tab clicks within a page
Images included in an HTML field http://MyDomainName.my.site.com/servlet/rtaImage
Custom file field http://MyDomainName.my.site.com/servlet/fileField
16

System pages associated with your Experience Cloud site, such http://site.mycompany.com/login
as the login, logout confirmation, and forgot password pages
https://site.mycompany.com/s/login
API REST calls http://MyDomainName.my.site.com/Service/apexrest
Page View Allocations

The following table lists Experience Cloud site page view allocations for each edition. This allocation applies to all the Experience
Cloud sites in your org.
Edition Maximum Number of Communities Maximum Page Views

Enterprise Edition 100 500,000/month
Unlimited Edition 100 1,000,000/month
Performance Edition
A few things to bear in mind with page view allocation:

• Your org’s page view entitlement is the sum of page views included in the edition plus any additional page views purchased
from Salesforce.
• Salesforce calculates page view overages by looking at a 12-month look-back period. If your site page views exceed the org
allocation for page views, contact Salesforce to understand how to buy overages. Site members and unauthorized users can still
access your Experience Cloud site, even if your org goes over its page view allocation.
Let’s look at Acme Enterprises, which has set up a customer community. Their Enterprise Edition org includes 500,000 page views
per month. Acme expects its community to take off, so they purchase another 500,000 page views per month. Their total page view
entitlement is 1 million page views per month. So, over the course of a 12-month look back period, Acme’s community can have
12 million page views (that’s 12 x 1 million page view allocation).
The community has a spike in usage for a month, and goes over its 1 million allocation. Is Acme charged an overage? No, because
the next month the community has fewer than 1 million page views. It all averages out when the calculation is made at the end of
the 12-month look back period. In short, the community has to average 1 million page views per month over the course of a 12-month
look back period to remain below its allocation.
Monitoring Usage
Accurately monitor your site’s page view usage with the Page Views - Monthly Trend report, found in Community Management
Package for Communities from the AppExchange. Install the package that is right for your communities:
• Community Management Package for Communities with Chatter
• Community Management Package for Communities without Chatter
You can also see page view usage in your org’s Company Information section. In Setup, enter Company Information in the
Quick Find box and click Company Information.
Note: The page view allocation found under Usage-Based Entitlement may not reflect the correct allocation for your Salesforce
edition.
API Usage Allocation in Experience Cloud Sites
17
Set Up and Manage Experience Cloud Sites Set Up an Experience Cloud Site
Communities API usage limits listed here are in addition to your Salesforce org's API limits.
Customer Customer Partner Lightning Lightning

Community Community Plus Community Platform Starter Platform Plus
API Calls per Day 0 200 per member 200 per member 200 per member for 1000 per member
(member-based (member-based Enterprise Edition for Enterprise
license) license) orgs Edition orgs
10 per member 10 per member 200 per member for 5000 per member
(login-based (login-based Unlimited Edition for Unlimited
license) license) orgs Edition orgs
SEE ALSO:
Set Up an Experience Cloud Site

Setting up an Experience Cloud site includes a series of tasks that you must perform in Salesforce
EDITIONS
Setup and in the site itself. From enabling digital experiences to setting up user profiles for
membership and designing your site, we’ve got you covered! Available in: Salesforce
Important: To better reflect the many types of connected digital experiences you can Classic (not available in all
orgs) and Lightning
create—including portals, websites, help centers, forums, and mobile apps—Community
Experience
to break!
IN THIS SECTION:
Enabling digital experiences is the first step to creating an Experience Cloud site, whether you’re building a community, portal, help
center, or website.
Manage Your Site with Experience Workspaces
Experience Workspaces is your one-stop shop for building, setting up, and monitoring your Experience Cloud site. Access Experience
Builder and Administration workspaces to manage your site’s setup and branding. Community managers can view dashboards for
groups, members, feed activity, and license usage, and manage the community’s reputation system. Moderators can see which
items have been flagged for review.
Update Org-Wide Experience Cloud Site Settings
Update org-wide settings for objects, sharing rules, roles, and permissions that affect Experience Cloud users as well.
18
Set Up and Manage Experience Cloud Sites Enable Digital Experiences
Experience Cloud Site Setup Basics

Setting up an Experience Cloud site involves adding members, defining what records are shown in your site and to whom, branding,
and enabling other features such as SEO.
Customize Login, Self-Registration, and Password Management for Your Experience Cloud Site
Configure the default login, logout, password management, and self-registration options for your site. Or customize the behavior
with Apex and Visualforce or Experience Builder (Site.com Studio) pages. You can also use dynamic URLs to brand your pages at run
time.
Deploy an Experience Cloud Site from Sandbox to Production
We recommend creating, customizing, and testing your Experience Cloud site in a test environment, such as a sandbox, before
deploying it to your production org. When testing is complete, you can use change sets or Metadata API to migrate your site from
one org to another. Deciding whether to use change sets or MD API depends on several factors. Some things to consider are the
complexity of the changes that you’re migrating, your level of comfort with developer tools, and the application lifecycle management
(ALM) model that you’re using.

Enabling digital experiences is the first step to creating an Experience Cloud site, whether you’re
EDITIONS
building a community, portal, help center, or website.
Important: To better reflect the many types of connected digital experiences you can Available in Salesforce
create—including portals, websites, help centers, forums, and mobile apps—Community Classic and Lightning
Experience
And if you accidentally enter Community in the Quick Find box in Setup, we automatically USER PERMISSIONS
To enable digital
to break!
experiences:
For more details on terminology changes, see the Spring ’21 Release Notes. • Customize Application
Note: After you enable digital experiences, you can’t disable it. If your org’s access to
Experience Cloud is suspended for non-payment, all your sites are deactivated, including
those in Preview. When Experience Cloud is re-enabled, all sites are inactive. You can activate
them, but you can’t return to the Preview state.
1. From Setup, enter Digital Experiences in the Quick Find box, then select Digital Experiences > Settings.
2. Select Enable Digital Experiences.
3. If enhanced domains are enabled in your org, your digital experiences domain is shown. It includes your My Domain name in the
format MyDomainName.my.site.com for production orgs.
4. If enhanced domains aren’t enabled in your org, select a domain name, and click Check Availability to make sure that it’s not
already in use.
We suggest that you use something recognizable to your users, such as your company name. The domain name is the same for all
experiences. You create a unique URL for each one when creating it by entering a unique name at the end of the URL. For example,
if your domain name is UniversalTelco.my.site.com and you’re creating a customer community, you can enter
customers to create the unique URL UniversalTelco.my.site.com/customers.
19
Set Up and Manage Experience Cloud Sites Enable Digital Experiences
Important: You can’t change the domain name after you save it.
You can designate a custom domain by entering it in on the Domain Management page. From Setup, enter Domains in the Quick
Find box, then select Domains.
5. Click Save.
Warning: Enabling digital experiences automatically extends access to external members. Records previously accessible to
Roles and Subordinates will be available to Roles, Internal and Portal Subordinates. Opening up access to site and portal
subordinates could expose your org’s data to external users. To secure your sites, use the Convert External User Access Wizard
to help ensure that no records or folders are shared with external users. For more information, see Use the Convert External
User Access Wizard.
If you’ve the Create and Set Up Experiences permission, you can now create experiences.
• In Experience Builder sites and Lightning Experience, the App Launcher lets members switch between their Salesforce org and
experiences that they’re a member of.
• In Salesforce Tabs + Visualforce sites and Salesforce Classic, the global header lets users switch between their Salesforce org and
experiences that they’re a member of.
SEE ALSO:
Can I use the same domain name for my Salesforce Sites and my Experience Cloud Sites?
Digital Experience Settings
Who Can See What in Communities
Enable the Global Header for Salesforce Tabs + Visualforce Sites
Enable the App Launcher in Experience Builder Sites
20
Set Up and Manage Experience Cloud Sites Manage Your Site with Experience Workspaces
Manage Your Site with Experience Workspaces

Experience Workspaces is your one-stop shop for building, setting up, and monitoring your
EDITIONS
Experience Cloud site. Access Experience Builder and Administration workspaces to manage your
site’s setup and branding. Community managers can view dashboards for groups, members, feed Available in: Salesforce
activity, and license usage, and manage the community’s reputation system. Moderators can see Classic (not available in all
which items have been flagged for review. orgs) and Lightning
Experience
Note: You can customize your site at any time, but if you plan on making major changes,
we recommend deactivating the site first. Available in: Enterprise,
If Experience Workspaces isn’t enabled in your org, follow the steps in Access Experience Workspaces Performance, Unlimited,
on page 23. Experience Workspaces is enabled by default for all Experience Cloud sites created and Developer Editions
after Spring ’17.
USER PERMISSIONS
Important: The options available in Experience Workspaces are based on your site template
selection and preferences. That’s what’s happening when some options in the following list To access Experience
don’t appear in your site. To display all sections, go to Administration > Preferences, and Workspaces or Experience
select Show all settings in Experience Workspaces. Management:
Experience Workspaces includes the following workspaces. • Access Experience
Management OR
Builder Manage Experiences OR
Experience Builder lets you brand and design your pages. Create and customize pages, modify Create and Set Up
or add Lightning components, customize the site’s navigation menu, and manage page-level Experiences
settings. • AND is a member of the
site
Moderation
To access moderation rules
From the Home tab in Moderation, view your site’s home page dashboard and reports for and criteria:
flagged posts, comments, messages, and files. From the Rules tab, administrators can set up
• Manage Experiences OR
moderation rules and content criteria for the community.
Create and Set Up
Note: If your home page still displays a message to install the Salesforce Experience Experiences
Management package, your administrator hasn’t mapped a dashboard yet. • AND is a member of the
site
Content Management
To customize administration
Manage your site’s Topics and Recommendations from the Content Targeting workspace. Create
settings or use Experience
a navigation menu and showcase popular topics in your site from the Topics tab. Drive Builder:
engagement from the Recommendations tab.
• Create and Set Up
Dashboards Experiences
View dashboards and reports for your site. The administrator sets up dashboards that display • AND is a member of the
in the Reporting tabs. Monitor activity and take immediate action in your site from the site
Engagement tab using Insights.
CMS Connect
Connect your content management system (CMS) to your site. Dynamically render headers, footers, banners, CSS, JavaScript, and
other CMS content on your pages.
Administration
From the Administration workspace, you can update the basic setup of your site. Configure preferences, manage membership, and
select branding properties to apply. Set up reputation levels and points to reward members for activity in the feed.
21
Set Up and Manage Experience Cloud Sites Manage Your Site with Experience Workspaces
Guided Setup
Configure features with Guided Setup. It walks you through setting up visibility, processes, workflows, record types, layouts, and
assignment rules for Salesforce features. Each setup step gives easy-to-follow directions and navigable links to setup pages.
Important: If you’re an administrator and accidentally remove yourself from a site, you can’t access the Administration settings
in Experience Workspaces. To add yourself back to the site or to make other membership updates, use the API.
Note: If you set clickjack protection for your site to the level for the most protection, pages in some workspaces, including
Administration, appear as blank pages. To avoid this problem, use the recommended setting. If you encounter this issue, in
Setup, enter Custom URLs in the Quick Find box, and select Custom URLs. Click the label for the site (not the Site.com
link), and reset the clickjack protection level to the recommended setting.
IN THIS SECTION:
Access Experience Workspaces
The streamlined Experience Workspaces centralizes site moderation, building, and administration. Access Experience Builder,
administration, dashboards, and other features from one place.
22
Set Up and Manage Experience Cloud Sites Update Org-Wide Experience Cloud Site Settings

The streamlined Experience Workspaces centralizes site moderation, building, and administration.
EDITIONS
Access Experience Builder, administration, dashboards, and other features from one place.
Experience Workspaces should already be enabled in your org. In case it’s not, use the following Available in: Salesforce
steps,. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Digital Experiences in the Quick Find box, then click Digital
Experience
Experiences > Settings.
2. Enable Experience Workspaces under Experience Management Settings. Click Save. Available in: Enterprise,
3. From Setup, enter All Sites in the Quick Find box, then click All Sites. To access a site and Developer Editions
workspace, click Workspaces next to its name.
Example: USER PERMISSIONS
To access Experience
Workspaces or Experience
Management:
• Access Experience
Management OR
Manage Experience OR
Create and Set Up
Experiences
• AND is a member of the
site
To access moderation rules

and criteria:
Create and Set Up
Experiences
Builder:
Experiences
Update Org-Wide Experience Cloud Site Settings

Update org-wide settings for objects, sharing rules, roles, and permissions that affect Experience
EDITIONS
Cloud users as well.
IN THIS SECTION: Classic (not available in all
orgs) and Lightning
Experience
Update general settings to control access and sharing for external users in your Experience
Cloud sites. Available in: Enterprise,
Set the Default Number of Site Roles
Set the default number of roles created when adding partner or customer accounts to Experience
Cloud sites.
23
Set Custom Site Roles

Experience Cloud site members are typically assigned the role of partner, customer, or employee. However, you can create custom
roles that replace standard ones. You can also choose to display the member’s company name in place of a role.
Enable Super User Access for Your Site
When you enable super user access, you can grant super user access to partner users. Super user access allows partner users to view
the data of other users with the same role in the partner role hierarchy.
Enable Report Options for External Users
Allow external users with Partner Community or Customer Community Plus licenses with the “Run Reports” permission, to view and
modify report options so they can summarize and filter reports.
Allow Customers to Change Case Statuses
Let customer users change case statuses in communities. This functionality is available only for users with the Customer Community
Plus license.
Customer Portal Users
Use the Convert External User Access Wizard
When you enable digital experiences, records previously accessible to Roles and Subordinates become available to Roles, Internal
and Portal Subordinates. You can use the Convert External User Access wizard to help ensure that no records or folders are shared
with external users.
About High-Volume Community or Site Users
High-volume community or site users in Experience Cloud are limited-access users intended for orgs that have thousands to millions
of users.
Set Up Sharing Sets
Grant Experience Cloud site users access to records using sharing sets.
Use Share Groups to Share Records Owned by High-Volume Experience Cloud Site Users
Share groups allow you to share records owned by high-volume Experience Cloud site users with authenticated internal and external
users.

Update general settings to control access and sharing for external users in your Experience Cloud
EDITIONS
sites.
• Set the default number of roles created when a partner account is enabled Available in Salesforce
• Enable super user access for external users Classic and Lightning
Experience
• Set up sharing sets for high volume users
• Enable report options for external users Available in: Enterprise,
• Let customer users change case statuses and Developer Editions
• Enable linking between Visualforce pages in an Experience Cloud site on the Salesforce mobile
app
USER PERMISSIONS
To edit settings:
24

Set the default number of roles created when adding partner or customer accounts to Experience
EDITIONS
Cloud sites.
These settings apply if your community is set up with Partner Community or Customer Community Available in Salesforce
Plus licenses. The limit is three roles; the system default is one. For example, if three partner roles Classic and Lightning
are currently created when an account is enabled for your site–Executive, Manager, and User–but Experience
you need only the User role for new accounts, you can reduce the number to one role.
Note: For better performance, we recommend setting this value to 1. You can then use Performance, Unlimited,
Super User Access to grant specific users access to data owned by other users in their account. and Developer Editions
1. From Setup, enter Digital Experiences in the Quick Find box, then select Settings.
USER PERMISSIONS
2. Select the number of roles per account.
a. If you’re using Partner Community licenses, set the Number of partner roles. To set the number of default
roles:
b. If you’re using Customer Community Plus licenses, set the Number of customer roles. • Customize Application
3. Click Save.
This setting does not affect the number of roles for existing accounts.
SEE ALSO:
Experience Cloud User Licenses
25
Set Custom Site Roles

Experience Cloud site members are typically assigned the role of partner, customer, or employee.
EDITIONS
However, you can create custom roles that replace standard ones. You can also choose to display
the member’s company name in place of a role. Available in: Salesforce
To create custom roles Experience Cloud sites: Classic (not available in all
orgs) and Lightning
1. From Setup, enter Digital Experiences in the Quick Find box, then select All Sites.
Experience
Click Workspaces for the site you’d like to access.
2. Under Administration, click Members. Available in: Enterprise,
3. Under Site Role, select Custom. and Developer Editions
4. Enter the new name you want to use instead of the role name. You can replace any or all of the
names. You can even remove a role by deleting the role name. USER PERMISSIONS
5. Click Save.
To customize an Experience
Cloud site:
• Be a member of the site
AND Create and Set Up
Experiences
OR
AND an experience
admin, publisher, or
builder in that site
To publish an Experience
Cloud site:
Experiences
OR
AND an experience
admin or publisher in
that site
26

When you enable super user access, you can grant super user access to partner users. Super user
EDITIONS
access allows partner users to view the data of other users with the same role in the partner role
hierarchy. Available in Salesforce
You can grant super user access to anyone with a Partner Community or a Customer Community Classic and Lightning
Plus license. Experience
Granting super user access to external users of your portal lets them access more data and records, Available in: Enterprise,
regardless of sharing rules and organization-wide defaults. Super users can access data owned by Performance, Unlimited,
other partner users who have the same role or a role below them. Super user access applies to and Developer Editions
cases, leads, custom objects, and opportunities only. External users have access to these objects
only if you expose them using profiles or sharing and add the tabs to the portal.
USER PERMISSIONS
1. From Setup, enter Digital Experiences in the Quick Find box, then select Digital
Experiences > Settings. To enable Super User
Access:
2. Select Enable Partner Super User Access. • Customize Application
3. Click Save.
Next, assign super user access to individual users.
To disable super user access, deselect Enable Partner Super User Access. If you re-enable this feature, all users who were assigned
super user access previously get super user access again.
IN THIS SECTION:
Grant Super User Access to Customer Users
Enable super user access so that external users in your sites can access more records and data.
SEE ALSO:
Grant Super User Access to a Partner User

Enable super user access so that external users in your sites can access more records and data.
You can grant customer super user access to users with Partner Community or Customer Community Plus licenses.
The “Portal Super User” permission lets you do the following on your accounts:
• View, edit, and transfer all cases
• Create cases for contacts
• View and edit all contacts, whether communities-related or not
• View account details when they’re the contact on a case
• Report on all contacts, whether portal enabled or not, if the Reports tab is added to your site and the user has the Run Reports
permission
Add the Portal Super User permission to a permission set and assign it to Customer Community Plus users so that they have access to
their account and can view and edit all of its cases and contacts without having the ability to manage other external users.
27
Note: When Customer Community Plus users with the Portal Super User permission create contacts, the ownership of those
contacts defaults to the channel manager associated with the user’s account.
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
2. Either create or clone a permission set.
3. In the App Permissions section, add the “Portal Super User” permission.
4. Click Save.
5. Assign the permission set to your Customer Community Plus users by clicking Manage Assignments and then adding the appropriate
users.
SEE ALSO:
Enable Report Options for External Users

Allow external users with Partner Community or Customer Community Plus licenses with the “Run
EDITIONS
Reports” permission, to view and modify report options so they can summarize and filter reports.
1. From Setup, enter Digital Experiences in the Quick Find box, then select Available in Salesforce
Settings. Classic and Lightning
Experience
2. Select Enable report options for external users.
3. Click Save. Available in: Enterprise,
External users with Partner Community or Customer Community Plus licenses that have the “Run and Developer Editions
Reports” permission, now see report options on the run report page.
USER PERMISSIONS
IN THIS SECTION:
Create a Report from Your Site with Report Builder To enable report options for
external users:
With the new Report Builder page, external users can create, edit, and delete reports directly
from their Experience Cloud site.
SEE ALSO:
28
Create a Report from Your Site with Report Builder

With the new Report Builder page, external users can create, edit, and delete reports directly from
EDITIONS
their Experience Cloud site.
To access Report Builder and the Report run page, enable reports for your sites. You can grant Available in: Salesforce
partner and customer users permissions to create and edit reports through their profiles or permission Classic (not available in all
sets. orgs) and Lightning
Experience
User Permissions Needed Available in: Enterprise,
To create permission sets or enable custom permissions Manage Profiles and Permission Sets Performance, Unlimited,
in profiles: and Developer Editions
To assign a permission set to a user: Assign Permission Sets

USER PERMISSIONS
To let external users create and edit reports, turn on Create and Customize Reports, Report Builder,
and Edit My Reports permissions through custom profiles or permission sets. If you want external users to export report data, assign
them Export Reports permission.
External User Permissions Needed to Create and Edit Reports

To create, customize, and delete reports in a personal folder: Create and Customize Reports
AND
Report Builder
To create, customize and delete their own reports in a privately shared folder Edit My Reports
with Viewer access: AND
Report Builder
To export report data: Export Reports
The Report Builder page and Report Run are available in the following site templates:
• Customer Account Portal
• Partner Central
• Customer Service
External users can create, edit, and delete reports directly in their site from Report Builder.
1. Select the Report tab, and click New Report.
2. In Report Builder, create and customize your report.
After you enable reports for your community the New Report button, and the option to view reports using the Report run page are
available. To view the New Report button, add the Report List page to your community. If the button doesn’t appear after you enable
Reports, republish your community.
With all Salesforce reports, to view, edit, or delete a report you must have access to it.
29
Allow Customers to Change Case Statuses

Let customer users change case statuses in communities. This functionality is available only for
EDITIONS
users with the Customer Community Plus license.
1. From Setup, enter Communities Settings in the Quick Find box, then select Available in: Salesforce
Communities Settings. Classic (not available in all
orgs) and Lightning
2. Select Allow customer users to change case statuses.
Experience
3. Click Save.
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
Customer Portal Users

Note: Starting with Summer ’13, the Customer Portal user license isn’t available for new EDITIONS
orgs. You can create a customer portal using the Customer Account Portal Lightning template
in Experience Builder. Available in: Salesforce
Existing orgs using Customer Portal licenses may continue to use their licenses. Classic (not available in all
orgs)
If you’re still working with the Customer Portal, see the Customer Portal Guide for more information.
30
Use the Convert External User Access Wizard

When you enable digital experiences, records previously accessible to Roles and Subordinates
EDITIONS
become available to Roles, Internal and Portal Subordinates. You can use the Convert External User
Access wizard to help ensure that no records or folders are shared with external users. Available in: both Salesforce
1. From Setup, in the Quick Find box, enter Digital Experiences, and then select Digital Classic (not available in all
Experiences > Settings. orgs) and Lightning
Experience
2. Click the Convert Site Member Access link.
3. Select the checkboxes next to the sharing rules that you want to convert to Roles and Internal Available in: Enterprise,
Subordinates. If there are no sharing rules to convert but you want to convert the access level
for folders, proceed to the following step.
4. Click Next.
USER PERMISSIONS
5. Select the checkboxes next to the folders whose access levels you want to change to Roles and
Internal Subordinates. To set sharing rules:
The wizard doesn't convert folders that are accessible to all users or accessible to public groups. • Manage Sharing
You must manually update the access levels on those folders.
A particular folder can display on multiple rows in the wizard, for example a row for each Role, Internal and Portal Subordinates
category to which a folder is shared.
6. Click Next, then click Save to apply your changes.

The Convert External User Access Wizard doesn’t convert access for these features or sharing mechanisms:
• Manual sharing
• Apex managed sharing
• Public groups
• Queues
• List views
For information on manually updating access to the Roles and Internal Subordinates category, see Considerations for the Convert External
User Access Wizard.
IN THIS SECTION:
Considerations for the Convert External User Access Wizard
Keep these considerations and limitations in mind when using the Convert External User Access Wizard.
Considerations for the Convert External User Access Wizard

Keep these considerations and limitations in mind when using the Convert External User Access
EDITIONS
Wizard.
The wizard affects the following features in your Salesforce org: Available in: both Salesforce
Sharing Rules
orgs) and Lightning
The Convert External User Access wizard can convert any owner-based or criteria-based sharing
Experience
rules that include the Roles, Internal and Portal Subordinates to include the Roles and Internal
Subordinates instead. Available in: Enterprise,
The Roles and Internal Subordinates data set category allows you to create sharing rules that
include all users in a specified role plus all users in roles below that role, excluding any site roles.
31
Note: After running the Convert External User Access wizard, you must recalculate the sharing rules to apply the changes.
From Setup, in the Quick Find box, enter Sharing Settings. On each object’s sharing rule section, click Recalculate,
then click OK.
The Roles, Internal and Portal Subordinates data set category is only available in your organization after you create at least one
role in the role hierarchy.
The Roles and Internal Subordinates data set category is only available in your organization after you create at least one role
in the role hierarchy and enable digital experiences.
Folder Sharing
The Convert External User Access wizard also enables you to automatically convert the access levels of any report, dashboard, or
document folders that are accessible to Roles, Internal and Portal Subordinates to a more restrictive access level: Roles and Internal
Subordinates. This helps prevent external users from accessing folders. Using the wizard is more efficient than locating various folders
in Salesforce and setting their access levels individually.
The wizard doesn’t convert folders that are accessible to all users or accessible to public groups. You must manually update the
access levels on those folders.
Features Not Covered by the Convert External User Access Wizard

The wizard doesn’t convert access for the following features or sharing mechanisms, but you can follow these recommendations to
manually secure external users’ access to your org’s data.
Manual Sharing
Remove Roles, Internal and Portal Subordinates from the Share With list of your manual shares, and add Roles and Internal Subordinates
instead.
To identify manual shares that are shared with Roles, Internal and Portal Subordinates, use this SOQL query:
Select Id, UserOrGroupId from AccountShare where UserOrGroupId IN (SELECT Id FROM Group
WHERE Type = 'RoleAndSubordinates') AND RowCause = 'Manual'
Replace AccountShare with the share object that you’re querying.

Apex Managed Sharing
Update your Apex code so that it creates shares to the Role and Internal Subordinates group. Because this conversion is a large-scale
operation, consider using batch Apex.
Public Groups
Review public groups that contain Roles, Internal and Portal Subordinates members. Remove these members and replace with Role
and Internal Subordinates as required.
To identify public groups that contain Roles, Internal and Portal Subordinates members, use this SOQL query:
Select Id, GroupId, UserOrGroupId from GroupMember where GroupId in (SELECT Id FROM
Group WHERE Type = 'Regular') AND UserOrGroupId in (SELECT Id FROM Group
WHERE Type = 'RoleAndSubordinates')
Queues
Review queues that contain Roles, Internal and Portal Subordinates members. Remove these members and replace with Role and
Internal Subordinates as required.
32
To identify queues that contain Roles, Internal and Portal Subordinates members, use this SOQL query:
Select Id, GroupId, UserOrGroupId from GroupMember where GroupId in (SELECT Id FROM
Group WHERE Type = 'Queue') AND UserOrGroupId in (SELECT Id FROM Group
WHERE Type = 'RoleAndSubordinates')
List Views
Update list views to be shared with Role and Internal Subordinates instead of Roles, Internal and Portal Subordinates.

High-volume community or site users in Experience Cloud are limited-access users intended for
EDITIONS
orgs that have thousands to millions of users.
Unlike other users, high-volume community or site users don’t have roles, which eliminates Available in: Salesforce
performance issues associated with role hierarchy calculations. High-volume users include the Classic (not available in all
External Apps, Customer Community, High Volume Customer Portal, and Authenticated Website orgs) and Lightning
license types. Experience

Characteristics Performance, Unlimited,
High volume users:
• Are contacts enabled to access an experience.
• Are assigned to the External Apps, Customer Community, High Volume Customer Portal, or Authenticated Website license.
• Only share the records they own with authenticated Salesforce users in sharing groups.
• Only share the records they own with unauthenticated guest users in guest user sharing rules.
Access to Records
High-volume users can access the following types of records, based on specific conditions:
• They can access their own account and contact records, based on implicit sharing.
• They have Read access on the account they belong to.
• They can access a record’s parent, and the org-wide sharing setting for that record is Controlled by Parent.
• The org-wide sharing setting for the object is Public Read Only or Public Read/Write.
Admins can create sharing sets to grant high-volume users more access to records; see Set Up Sharing Sets.
Limitations
• High-volume users can’t manually share records they own or have access to.
• You can’t transfer cases from member-based users to high-volume users.
• High-volume users can’t own accounts.
• You can’t add case teams to cases owned by high-volume users.
• You can’t include high-volume users in:
– Personal groups or public groups.
– Owner-based or criteria-based sharing rules.
– Account teams, opportunity teams, or case teams.
– Salesforce CRM Content libraries.
33
These limitations also apply to records owned by high-volume users.

• You can’t assign high-volume users to territories.
SEE ALSO:
Use Share Groups to Share Records Owned by High-Volume Experience Cloud Site Users
Set Up Sharing Sets

Grant Experience Cloud site users access to records using sharing sets.
EDITIONS
A sharing set grants site users access to any record associated with an account or contact that
matches the user’s account or contact. You can also grant access to records via access mapping in Available in: Salesforce
a sharing set. Access mappings support indirect lookups from the user and target record to the Classic (not available in all
account or contact. For example, grant site users access to all cases related to an account that’s orgs) and Lightning
identified on the users’ contact records. Experience
Sharing sets apply across all site that a user is a member of. Record access granted to users via Available in: Enterprise,
sharing sets isn’t extended to their superiors in the role hierarchy. Performance, Unlimited,
1. From Setup, enter Digital Experiences in the Quick Find box, then select Digital
Experiences > Settings.
2. In the Sharing Sets related list, click New to create a sharing set, or click Edit to edit an existing USER PERMISSIONS
sharing set. To create or update sharing
3. In the Sharing Set Edit page, fill in the Label and Sharing Set Name fields. Label is the sharing sets:
set label as it appears on the user interface. Sharing Set Name is the unique name used by • Customize Application
the API.
4. Enter a description.
5. Select the profiles of the users to whom you want to provide access.
Note: You can only have one sharing set per profile.
6. Select the objects you want to grant access to.

The following objects can be used with sharing sets:
• Account
– Account sharing sets can control access to Contract, Entitlement, and OrderItem objects
• Asset
• Campaign
• Case
• Contact
• Custom Objects
• Individual
• Knowledge
– Sharing for Knowledge is available only when the Knowledge standard sharing org preference is enabled.
• Lead (contact Salesforce Customer Support to enable)

• Opportunity
34
• Order
• ServiceAppointment
• Service Contract
• User
• Work Order
The Available Objects list excludes:
• Objects with an organization-wide sharing setting of Public Read/Write
• Custom objects that don’t have an account or contact lookup field
7. In the Configure Access section, click Set Up or Edit next to an object name to configure access for the selected profiles, or click Del
to remove access settings for an object.
Note: Objects with Set Up in the Action column aren’t configured for high-volume user access. Until you configure an object,
high-volume users have limited or no access to its records.
8. Grant access based on an account or contact lookup:

• Select a value in the User dropdown list to determine the account or contact lookup on the user.
• Select a value in the Target Object field to determine the account or contact lookup on the target object.
For example, to grant access to all cases associated with an account identified on the user’s contact record, select
Contact.Account and Account respectively.
If you created a user from a contact to multiple accounts, you can grant access to all records with a lookup to any accounts related
to that contact. Select Contact.RelatedAccount and Account respectively.
Note: Both selected fields must point to either an account or contact. For example, Contact.Account and
Entitlement.Account both point to an account.
9. Choose an access level of Read Only or Read/Write. (If the object’s organization-wide sharing setting is Public Read Only, then only
Read/Write is available.)
10. Click Update, then click Save.
After creating a sharing set, create share groups to give other users access to records created by high-volume site users.
Note: Share groups functionality isn’t available to users with Customer Community Plus and Partner Community licenses.
SEE ALSO:
Set Up Contacts to Multiple Accounts
35
Use Share Groups to Share Records Owned by High-Volume Experience Cloud Site
Users
Share groups allow you to share records owned by high-volume Experience Cloud site users with
EDITIONS
authenticated internal and external users.
High-volume users are limited-access Experience Cloud site users, intended for orgs with many Available in: Salesforce
thousands to millions of external users. Because high-volume users don’t have roles, performance Classic (not available in all
issues associated with role hierarchy calculations are eliminated. Use a share group to share records orgs) and Lightning
owned by high-volume site users. Experience
Note: You can’t use share groups to share records owned by high-volume users with guest Available in: Enterprise,
users. Instead, use guest user sharing rules. See Create Guest User Sharing Rules in Salesforce Performance, Unlimited,
Help for more information. and Developer Editions
Share groups apply across Experience Cloud sites and are associated with sharing sets.
USER PERMISSIONS
Let’s look at a quick video that describes how share groups work: Who Sees What in Communities:
Community-Specific Sharing. To share records owned by
To set up share groups: high-volume Experience
Cloud site users to other
1. From Setup, enter Settings in the Quick Find box, then select Digital Experiences > users:
Settings. • Customize Application
2. Click the name of the sharing set you want to associate your new share group.
3. Click the Share Group Settings tab.
4. Click Activate to turn on the share group.
Activating the share group can take a while. You receive an email when the process finishes.
Note: Deactivating a share group removes all other users’ access to records owned by high-volume users. An email isn’t sent
to you when the deactivation process finishes.
5. Click Edit to add users to the share group. You can add both internal users from your org as well as external users from the same
parent account as the high-volume user.
a. From the Search dropdown, select the type of member to add.
b. If you don’t see the member you want to add, enter keywords in the search box and click Find.
c. Select members from the Available Members box, and click Add to add them to the group.
d. Click Save.
SEE ALSO:
Set Up Sharing Sets
Create Guest User Sharing Rules
36
Set Up and Manage Experience Cloud Sites Experience Cloud Site Setup Basics
Experience Cloud Site Setup Basics

Setting up an Experience Cloud site involves adding members, defining what records are shown
EDITIONS
in your site and to whom, branding, and enabling other features such as SEO.
orgs) and Lightning
Sharing CRM Data in an Experience Cloud Site
Experience
Sharing CRM data in an Experience Cloud site can seem like a daunting task. You need to
consider the various layers of sharing data in an internal Salesforce org, and then add the extra Available in: Enterprise,
security layers included in a portal or community implementation. Here’s a cheat sheet of all Performance, Unlimited,
the resources you need when setting up data sharing for your Experience Cloud site. and Developer Editions
Create Experience Cloud Site Users

To allow an external user to access your Experience Cloud site, add the user to an account as a contact record. Then enable the
contact record as a customer user or partner user, depending on your business relationship.
Create an Experience Cloud site using a wizard that helps you choose a template that meets your business needs.
Archive a Site (Closed Beta)
Archive an inactive site so that users can no longer access it.
Unarchive a Site (Closed Beta)
Unarchive an archived site so that users can access it.
Add Members to Your Experience Cloud Site
Use profiles and permission sets to manage site membership during the setup process. Adding a profile or permission to a site’s
membership gives access to the site to users with that profile or assigned the permission set.
Enable Notifications in Experience Builder Sites
With Global Notifications, your members receive messages wherever they’re working, whether in their sites or in their apps. Members
receive notifications on any screen—mobile, tablet, and desktop. This functionality is available in Experience Builder sites based on
Customer Service (Napili), Partner Central, and any Lightning Bolt solutions.
Display the App Launcher in Experience Builder Sites to make it easy for members to move between their sites and their Salesforce
org. This functionality is available in any site based an Experience Builder site template or Lightning Bolt solution.
Customize Salesforce Tabs + Visualforce Sites
Update basic site settings like your site URL, site name, members, login options, and general preferences in the Administration section
of Experience Workspaces or Experience Management.
Share a Link to Your Experience Cloud Site
You can allow members to preview your Experience Cloud site before making it active.
Redirect Users to Your Experience Cloud Site Pages
Redirect users to your Experience Cloud site pages from non-Salesforce pages on the same domain or within the same Experience
Cloud site.
Update Your Experience Cloud Site Settings
Manage your Experience Cloud site name, description, status, and template all from one location.
Deactivate an Experience Cloud Site
You may want to deactivate an Experience Cloud site if you need to add or remove members; add, remove, or change the order of
tabs; change the color scheme; or change the URL.
37
Enable Optional Experience Cloud Site Features

Enable other optional features in your Experience Cloud site such as user nicknames, guest access, private messages, direct messages,
content flagging, and reputation levels.
SEO for Experience Builder Sites
Search engine optimization (SEO) ensures that your public Experience Cloud site is visible to search engines, and helps customers,
partners, and visitors find your content via online search.
Sharing CRM Data in an Experience Cloud Site

Sharing CRM data in an Experience Cloud site can seem like a daunting task. You need to consider the various layers of sharing data in
an internal Salesforce org, and then add the extra security layers included in a portal or community implementation. Here’s a cheat sheet
of all the resources you need when setting up data sharing for your Experience Cloud site.
Before implementing your site, familiarize yourself with how Experience Clous sites coexist in a Salesforce org. Check out this video
information:
• Communities and Community Users in Your Salesforce Org
Warning: Enabling digital experiences automatically extends access to external members. Records previously accessible to Roles
and Subordinates will be available to Roles, Internal and Portal Subordinates. Opening up access to site and portal subordinates
could expose your org’s data to external users. To secure your sites, use the Convert External User Access Wizard to help ensure
that no records or folders are shared with external users. For more information, see Use the Convert External User Access Wizard.
Another important concept is that the type of license your users have affects the types of sharing available to them. Based on the licenses
used to access an Experience Cloud site, users have standard or simple sharing capabilities.
Standard sharing refers to all the sharing mechanisms available to internal Salesforce org users, plus various sharing mechanisms that
come with Experience Cloud licenses (sharing sets, share groups, super user access). Standard sharing is available to Customer Community
Plus and Partner Community licenses.
Simple sharing means that users don’t have access to roles and sharing using the role hierarchy, and is normally employed in sites with
a high volume of users. Simple sharing is available to Customer Community license holders. For more information about what’s included
in the various licenses, check out Experience Cloud User Licenses.
Resources for Sharing and Security

Org-Wide Defaults
Salesforce Org Resources

• Video
– Who Sees What: Organization Wide Defaults
• Salesforce Help
– Organization-Wide Sharing Defaults
• Trailhead
– Module: Data Security

• Video
– Who Sees What in Communities: External Org-Wide Defaults
38
• Salesforce Help
– External Organization-Wide Defaults Overview
• Trailhead
– Share CRM Data with Your Partners
Account Roles and Role Hierarchies

• Video
– Who Sees What: Record Access via Roles
• Salesforce Help
– User Role Hierarchy
• Trailhead

• Video
– Who Sees What in Communities: Accounts and Role Hierarchies
• Salesforce Help
– Create Community Users
– Set the Default Number of Community Roles
– Sharing Data with Partner Users
• Trailhead
Sharing Rules

• Video
– Who Sees What: Record Access via Sharing Rules
• Salesforce Help
– Sharing Rules
• Trailhead

• Video
– Who Sees What in Communities: Sharing Rules
39
• Trailhead
Sharing for Experience Cloud Sites
Resources
• Video
– Who Sees What in Communities: Community-Specific Sharing
• Salesforce Help
– Sharing Set Overview
– Use Sharing Sets in Communities
– Share Groups
– Super User Access
• Trailhead

USER PERMISSIONS
To create or edit Customer Community Plus or Partner Manage External Users

Community users:
Note: Avoid using the Manage User permission for the
sole purpose of logging in to a site as a user as it also
grants administrator access to make organizational
changes.
To create or edit only Customer Community Plus users: Manage Customer Users
To create, edit, and delete profiles: Manage Profiles and Permission Sets
To log in as a partner or customer user: Manage External Users

OR
Manage Customer Users
Important: The Manage Customer Users permission

is on by default for standard users created before
Summer ‘18.
AND
Edit on Accounts
40
Note: This permission isn’t needed if the person logging

in has a higher role than the partner or customer user
they’re logging in as.
To allow an external user to access your Experience Cloud site, add the user to an account as a contact record. Then enable the contact
record as a customer user or partner user, depending on your business relationship.
Available in: Salesforce Classic
Available in: Enterprise, Performance, Unlimited, and Developer Editions
A few things to bear in mind about creating users.

• When creating any external user, the account that the new contact is associated with must have an account owner that is assigned
a role in Salesforce.
• When you enable a contact as an external user, you can assign a Partner Community, Customer Community, or Customer Community
Plus license to them.
• Only business accounts (and not person accounts) can be partner accounts, and you can use only partner accounts to create partner
users.
• The Log in to Site as User button is available from the actions dropdown in Lightning communities. In Salesforce Tabs + Visualforce
communities, click Manage External User first, to access the Log in to Site as User action.
• Users can only log in to sites that they’re members of. To allow a user to log in using Lightning sites, make both internal and external
users members of the site.
• You can only configure the Log in to Site as User action on the contact layout using Lightning Experience. After you enable a
partner or customer user in Salesforce Classic, Log in to Site as User is available on the contact record, even if it’s been removed
from the contact layout.
1. On the account record, view or add the contact record for the person you want to add to a community.
2. On the contact detail page, click the actions dropdown and select Enable Partner User or Enable Customer User.
This option creates a user record in your Salesforce org with some details prepopulated from the contact record.
Note:
• To access the Manage External User button in Lightning Experience, add it to the Account and Contact page layouts. Go
to Contact actions and add the Manage External User action to the Salesforce Mobile and Lightning Experience Actions
section of the layout.
• If you don’t see the Enable Partner User or Enable Customer User buttons, ask your administrator to check the Contact
page layout. If the buttons are included, ensure that your org has customer or partner community licenses available.
3. Edit the user record for this external user and assign the appropriate user license: Partner Community for partners and Customer
Community or Customer Community Plus for customer users.
4. Select the appropriate profile and role for the partner or customer user.
5. If you haven’t activated the site to add the external user to, deselect Generate new password and notify user immediately so
that users don’t receive a password before activation.
• If you opt to notify the user immediately but the user isn’t a member of any active site, Salesforce doesn’t send the email.
41
• You can send a welcome email with the login information by selecting the Send welcome email option when you activate a
site.
• If you don’t send a welcome email when you activate the site, you must manually send this information to the user.
6. Click Save.
• Customer or partner users can’t directly log in to Salesforce; they must use an Experience Cloud site to access your Salesforce data.
To add a customer or partner user, add their user profiles to an Experience Cloud site.
• Customer Users don’t see the Notes & Attachments related list on accounts or contacts.
• Site users can’t own accounts enabled for sites.
• Creating an external user with a Customer Community Plus license is similar to creating a partner user. For Salesforce Tabs + Visualforce
sites, first click Manage External User, and select Enable Partner User. For Experience Builder sites, click the actions dropdown
and select Enable Partner User. Also, when editing the user record, clone the Partner Community User profile.
• To troubleshoot issues or ensure that the site is configured appropriately, on the contact detail page, select Log in to Site as User.
Unless you have a higher role than the partner or customer user that you’re logging in as, you must have Edit permission on Accounts
to log in as a partner or customer user. A new browser window opens, and you’re logged in to the community on behalf of the
external user.
• When you log in as an external user, you see the behavior that the external user sees. For instance, external users see only the
community dropdown menu if they have access to more than one active community. If external users have access to only one active
community and they view another community in preview, the users don’t see the dropdown menu in the preview community.
• When logged in as another user, an admin or support user can’t authorize OAuth data access for the user. For example, if an admin
logs in as another user, the admin can’t authorize OAuth access for third-party applications to user accounts. This restriction includes
single sign-on.
Note: When multi-factor authentication (MFA) is enabled for a community, admins can’t use the login as feature to access
the community. See Set Multi-Factor Authentication Login Requirements.
• External users can’t be deleted. If you no longer want an external user to have access to a community, deactivate the user.
Check out Communities and Community Users in Your Salesforce Org, a quick video about how communities live in an org, the differences
between community licenses, and how Salesforce accounts and community users are associated with one another.
Take a few minutes to see how users, roles, and accounts are related in this video, titled Who Sees What in Communities: Accounts and
Role Hierarchies.
With global search from your internal org, you can get uneven results when searching for a community User record. Here’s why and
what you can do about it. Each community has a unique network ID. When you create a community user through Contact record >
Create External User, the new User record is assigned to a community's network ID.
Global search looks for records in the internal org, which has a different network ID than the community. A global search doesn't search
inside communities. Since the User record is associated with a community network ID, global search doesn't return results for that record.
The workaround is to create User records in the internal org, and then associate the records to a community. You can associate an internal
User record to a community by linking the internal record to a Contact record. After you forge the link, you can find the User record
through global search. The User record's network ID is now associated with the internal org.
IN THIS SECTION:
Upgrade Community User Licenses
Upgrading a community or portal user user’s license allows you to give them access to more data within your community. With the
right combination of permissions via the user’s new license, profile, role, and permission sets, you can preserve the user’s record and
Chatter history.
42
Community Licenses Eligible for Upgrades

In general, we support upgrades from most customer licenses to the Customer Community Plus or Partner Community licenses.
Specifically, we support license upgrades for all users where their UserType equals CSPLitePortal (in the Salesforce API)
to PowerPartner or PowerCustomerSuccess.
Communities License Limitations
Here are a few limitations related to communities licenses.
Experience Cloud Site User Account Ownership Limitations
A Salesforce user can be the owner of up to 50,000 person or business account portal users. This limit includes users with Customer
Community Plus, Customer Portal, and other role-based portal licenses such as Lightning External Apps. Users with high volume
portal licenses such as High Volume Customer Portal or Customer Community don’t count against this limit. The limit also doesn’t
apply to users with legacy partner portal, Partner Community, or Lightning External Apps Plus licenses.
SEE ALSO:
Delegate External User Administration
How do external Experience Cloud site members get login information?
Reset an External User’s Password for Experience Cloud Sites
Partner User Roles
Customize Email Sent from Experience Cloud Sites for Email Verification
43

Upgrading a community or portal user user’s license allows you to give them access to more data
EDITIONS
within your community. With the right combination of permissions via the user’s new license,
profile, role, and permission sets, you can preserve the user’s record and Chatter history. Available in: Salesforce
Note: Community licenses are used to access Experience Cloud sites. Classic (not available in all
orgs) and Lightning
Before you upgrade a user’s license: Experience
• Enable digital experiences in your org. Available in: Enterprise,

• Review which user licenses can be upgraded. Performance, Unlimited,
• Explore what permissions are affected before you upgrade a user’s license. The user’s new
license, profile, role, and permission set assignments should ideally provide at least the
same or comparable level of data access as previous assignments. USER PERMISSIONS
• The Customer Community Plus and Partner Community licenses require the user to have
To create or edit customer
a role, which imposes a few restrictions. users:
– An upgrade to a license that requires a role is irreversible. • Manage External Users
– If the account does have roles and you don’t specify one, we associate the user with OR
the lowest role in the hierarchy: Partner <Account Name> User or Customer <Account Manage Customer
Name> User. Users
– If the user belongs to an account that doesn’t have roles, we create one for you.
To create, edit, and delete
• Before upgrading a user to the Partner Community license, enable the user’s account as profiles:
a partner account. A partner account can be associated with both customer and partner • “Manage Profiles and
Permission Sets”
users, so customer users on the same account aren’t affected.
To log in as a partner or
• A license upgrade automatically removes sharing sets, permission sets, and permission
customer user:
set license assignments previously associated with the user.
• Manage External Users
• License upgrades are subject to most limits that apply to new users, such as the maximum
OR
number of licenses and roles in your org, username uniqueness requirements, and so on.
Manage Customer
You can upgrade most customer user licenses to either the Customer Community Plus or the Users
Partner Community license.
Important: The
1. From Setup, enter Users in the Quick Find box, then select Users. Manage
2. Click Edit next to the user you want to upgrade. Customer Users
permission is on
3. Select the new license, profile, and role for the user. by default for
4. Optionally, specify a new profile and role. standard users.
AND
Note: If the account the user belongs to has no roles, we create one behind the
Edit on Accounts
scenes and assign the lowest role that exists in the hierarchy. If the account does
have roles, you must choose one and assign the lowest role that exists in the To allow portal users to
hierarchy. upgrade to Partner or
Customer licenses:
5. Save your changes. • Allow LitePortalUser
After you upgrade a user’s license, bear in mind that: Upgrade
• Changes in profiles and permission sets might affect site membership. Ensure that
upgraded users have access to the intended Experience Cloud sites.
• We recalculate sharing rules that apply to the upgraded user, for example through their public groups, criteria-based sharing, and
record ownership (implicit sharing).
44
• Users upgraded to the Customer Community Plus are automatically associated with the All Customer Portal Users public group.
Similarly, users upgraded to the Partner Community licenses are associated with the All Partner Users public group.
SEE ALSO:

In general, we support upgrades from most customer licenses to the Customer Community Plus
EDITIONS
or Partner Community licenses. Specifically, we support license upgrades for all users where their
UserType equals CSPLitePortal (in the Salesforce API) to PowerPartner or Available in: Salesforce
PowerCustomerSuccess. Classic (not available in all
orgs) and Lightning
Note: Community licenses are used to access Experience Cloud sites.
Experience
You can upgrade the following licenses to the Customer Community Plus or Partner Community Available in: Enterprise,
licenses. Performance, Unlimited,
• Customer Community and Developer Editions
• External Identity (enables access to the Salesforce Customer Identity product)
• High Volume Customer Portal
• Overage High Volume Customer Portal
• Authenticated Website User Overage
• Authenticated Website User
There are other customer licenses associated with the CSPLitePortal user type that support license upgrades, but with some loss
of data access. For example, the user may lose access to some objects they previously had access to, or the new license might not include
one or more user permissions available with the previous license.
Warning: We strongly recommend that you explore what permissions are affected before you upgrade a user’s license. The user’s new
license, profile, role, and permission set assignments should provide at least the same or comparable level of data access as previous
assignments.
License Conversion and Upgrade Compatibility
Original license Convert to...

Customer Community Customer Community Plus Partner Community
(Named User or Login (Named User or Login (Named User or Login
Based) Based) Based)
Partner
Gold Partner Switching from a partner portal Switching from a partner portal An admin can change the
Silver Partner license to a Customer license to a Customer license type and profile on the
Community license would result Community Plus license would user record.
Bronze Partner in a loss in functionality. result in a loss of functionality.
An admin must disable the An admin must disable the
contact as a Partner User and contact as a Partner User and
re-enable as a Customer User. re-enable as a Customer User.
45

Customer Portal Manager
Custom
Switching from a customer An admin can convert a An admin must disable the
Customer Portal Manager portal license to a Customer Customer Portal Manager contact as a Customer User,
Standard Community license would result Custom, Customer Portal ensure the account is enabled
Overage Customer Portal in a loss in functionality. Manager Standard, Overage as a Partner Account, and then
Manager Custom An admin must disable the Customer Portal Manager enable the contact as a Partner
Overage Customer Portal contact as a Customer User, and Custom, or Overage Customer User.
Manager Standard then re-enable as a Customer Portal Manager Standard license

User to create a user record and (for a named user) to a Customer
associate it with the new license. Community Plus license and vice
versa, by changing the license
type and profile on user record.
External Identity An admin can change the An admin can change the An admin can change the
High Volume Customer Portal license type and profile on the license type and profile on the license type and profile on the
user record. user record. user record.
Overage High Volume Customer
Portal
Authenticated Website User
Overage
Authenticated Website User
Customer Community An admin can change the An admin can change the
An admin can convert a license type and profile on the license type and profile on the
Customer Community license user record. user record.
(for a named user) to a Customer
Community Login license and
vice versa, by changing the
license type and profile on user
record.
Customer Community Plus An admin must disable the

Switching from a Customer An admin can convert a contact as a Customer User,
Community Plus license to a Customer Community Plus ensure the account is enabled
Customer Community license license (for a named user) to a as a Partner Account, and then
would result in a loss in Customer Community Plus enable the contact as a Partner
functionality. Login license and vice versa, by User.
An admin must disable the changing the license type and
contact as a Customer User, and profile on user record.
then re-enable as a Customer
User to create a user record and
associate it with the new license.
46

Partner Community
Switching from a Partner Switching from a Partner An admin can convert a Partner
Community license to a Community license to a Community license (for a named
Customer Community license Customer Community Plus user) to a Partner Community
would result in a loss of license would result in a loss of Login license and vice versa, by
functionality. functionality. changing the license type and
An admin must disable the An admin must disable the profile on the user record.
Lightning External Apps An admin can change the An admin can change the
An admin can convert a license type and profile on the license type and profile on the
Customer Community license user record. user record.
(for a named user) to a Customer
Community Login license and
vice versa, by changing the
license type and profile on user
record.
Lightning External Apps Plus

Switching from a Partner Switching from a Partner An admin can convert a Partner
Community license to a Community license to a Community license (for a named
Customer Community license Customer Community Plus user) to a Partner Community
would result in a loss of license would result in a loss of Login license and vice versa, by
functionality. functionality. changing the license type and
An admin must disable the An admin must disable the profile on the user record.
To upgrade users with other license types, you must deactivate them, create user identities for them, migrate their data over, and associate
it with their new user records.
IN THIS SECTION:
Migrate Community Users Between Licenses
You can move community users between certain licenses using Data Loader. For example, you can migrate users between the
Customer Community Member and Customer Community Login licenses. Before moving a user to another license, set up a profile
for the new license type you are moving the user to.
47
Migrate Community Users Between Licenses

You can move community users between certain licenses using Data Loader. For example, you can
EDITIONS
migrate users between the Customer Community Member and Customer Community Login licenses.
Before moving a user to another license, set up a profile for the new license type you are moving Available in: Salesforce
the user to. Classic (not available in all
Migrating users to different licenses applies to the following scenarios. orgs) and Lightning
Experience
• Between the Customer or Partner Community and Customer Community Login or Partner
Community Login licenses Available in: Enterprise,
• Between the Customer Portal or Partner Portal and Customer Community or Partner Community Performance, Unlimited,
licenses and Developer Editions
Note: Making this change results in admin work and requires the creation of a new user
record.
• Between the Customer Community and Customer Community Plus licenses
Note: Make sure that you want to give Customer Community users the more advanced sharing options available to Customer
Community Plus users.
Step 1: Export the User Report

1. Log in to Data Loader.
2. Click Export.
3. Click Next.
4. Select the User (User) object.
5. For the extraction target, enter users.csv.
6. Click Next.
7. Select the query fields Id and ProfileId.
a. For Fields, select IsActive.
b. For Operator, enter equals.
c. For Value, enter true.
d. Click Add Condition.
8. Add another condition.

a. For Fields, select AccountId.
b. For Operator, enter not equals.
c. Leave Value blank.
d. Click Add Condition.
9. The generated query is Select Id, ProfileId FROM User WHERE IsActive = true AND AccountId
!= 'null'.
Note: You can copy and paste the query from this step.
10. Click Finish.

11. Click Yes.
48
Step 2: Query Permission Set IDs

1. In Data Loader, click Export.
2. Click Next.
3. Select Show all Salesforce Objects.
4. Select the Permission Set (PermissionSet) object.
5. For the extraction target, enter permissionsets.csv.
6. Click Next.
7. Choose the query fields Label and Id.
8. The generated query is SELECT Label,Id FROM PermissionSet.
Note: You can copy and paste the query from this step.
9. Click Extract.
10. Click OK.
Step 3: Query the Permission Set Assignments
2. Click Next.
4. Click Next.
5. Select the Permission Set Assignments (PermissionSetAssignment) object.
6. For the extraction target, enter permissionsetassignment.csv.
7. Click Next.
8. Copy the following query from this Help topic and paste it into the generated query box: SELECT
AssigneeId,Id,PermissionSetId FROM PermissionSetAssignment WHERE Assignee.UserType
IN ( 'PowerPartner','PowerCustomerSuccess','CspLitePortal').
Note: PowerPartner is the Partner Community license, PowerCustomerSuccess is the Customer Community Plus license,
and CspLitePortal is the Customer Community license. Add or remove the licenses based on your query needs.
9. Click Finish.
10. Click Yes.
Step 4: Query Profile IDs
2. Click Next.
4. Click Next.
5. Select the Profile (Profile) object.
6. For the extraction target, enter profiles.csv.
7. Click Next.
49
8. Copy the following query into the generated query box: SELECT Name,UserLicense.Name,Id FROM Profile
WHERE UserType IN ( 'PowerPartner','PowerCustomerSuccess','CspLitePortal').
Note: PowerPartner is the Partner Community license, PowerCustomerSuccess is the Customer Community Plus license,
and CspLitePortal is the Customer Community license. Add or remove the licenses based on your needs.
9. Click Finish.
10. Click Yes.
Step 5: Update User Profiles
1. Open the users.csv file you created.
2. Rename the ProfileID column to OldProfileId.
3. Add a column named ProfileID.
4. In the new ProfileID column, add the profile ID that you want to move the user to using the profiles.csv file as your guide.
5. Save the users.csv file.
6. Open Data Loader, and click Update.
7. Select the User (User) Salesforce object.
8. Select the users.csv file.
9. Click Next.
10. Map the ProfileId field to the Profile ID column, and map the Id field to the User ID column.
50
Warning: This step deletes all permission set assignments for these users. Before performing these updates, make sure
that you’ve saved the permissions to the permissionsetassignment.csv file. Otherwise, you lose all history of
which permission sets your site users had.
11. Click Next.

12. Click Finish.
Step 5: Insert Permission Set Assignments
1. Open the permissionsetassignment.csv file.
2. Rename the PermissionSetId column to OldPermissionSetId.
3. Add a column named PermissionSetId.
4. In the new PermissionSetId column, add the permission set ID that you want to move the user to using the
permissionsetassignment.csv file as your guide.
5. Save the permissionsetassignment.csv file.
6. Open Data Loader, and click Insert.
7. Select the Permission Set Assignment (PermissionSetAssignment) Salesforce object.
8. Select the permissionsetassignment.csv file.
9. Click Next.
10. Map the PermissionSetId field to the PermissionSetId column, and map the Id field to the User ID column.
11. Click Next.
12. Click Finish.
Communities License Limitations

Here are a few limitations related to communities licenses.
EDITIONS
• Note: Community licenses are used to access Experience Cloud sites.
• There are different requirements for username uniqueness depending on the type of license Classic (not available in all
your community is using. Customer Community, Customer Community Plus, and External orgs) and Lightning
Identity licenses require unique usernames within the Salesforce org that an Experience Cloud Experience
site belongs to. Employee Community licenses require unique usernames across all Salesforce Available in: Enterprise,
orgs that the user belongs to. Performance, Unlimited,
• A user with a Partner Community license must be associated with a business account that is and Developer Editions
enabled as a partner account. Partner users can’t be associated with person accounts.
Partner Community licenses don't require a unique username, which leaves the username
uniqueness requirement up to you. Check out Set Partner Username Uniqueness Requirement to the Org Level on page 832 to
configure.
• Users with community and portal licenses can't create or update email templates.
• Customer Community licenses support sharing sets, but not sharing rules. And currently, sharing sets don’t support objects that are
associated with multiple other objects of the same type. To use such features, your community members must have the Customer
Community Plus or Partner Community license. With that said, sharing set support for the Contacts to Multiple Accounts feature is
available as a pilot feature.
51
• Customer users with the following licenses can’t update case statuses in communities built on the Salesforce Tabs + Visualforce
template on desktop browsers.
– Customer Community
– High Volume Portal User
– Customer Portal
• Users with the Partner Community license can’t access the Quotes tab in Experience Cloud sites using the Salesforce Tabs + Visualforce
template. They can view, modify, and update quotes according to their permissions from other locations in the UI, such as from
opportunities.
• The Enable notifications for sites permission is read-only and cannot be changed for Partner Community profiles.
Experience Cloud Site User Account Ownership Limitations

A Salesforce user can be the owner of up to 50,000 person or business account portal users. This
EDITIONS
limit includes users with Customer Community Plus, Customer Portal, and other role-based portal
licenses such as Lightning External Apps. Users with high volume portal licenses such as High Available in: Salesforce
Volume Customer Portal or Customer Community don’t count against this limit. The limit also Classic (not available in all
doesn’t apply to users with legacy partner portal, Partner Community, or Lightning External Apps orgs) and Lightning
Plus licenses. Experience
You can’t merge person accounts that are enabled to use portal or Experience Cloud site users. Available in: Enterprise,
52

Create an Experience Cloud site using a wizard that helps you choose a template that meets your
EDITIONS
business needs.
Important: To better reflect the many types of connected digital experiences you can Available in: Salesforce
create—including portals, websites, help centers, forums, and mobile apps—Community Classic (not available in all
orgs) and Lightning
Experience
So what's different? Terminology, for starters. Whether you’re creating a forum, portal, or any
other type of digital experience, at the most basic level, you’re building an online site. So Available in: Enterprise,
instead of saying community, which primarily connotes a forum where people interact with Performance, Unlimited,
one another, we now use the term site in the user interface and documentation. and Developer Editions
display the renamed Digital Experiences menu instead—we know that old habits are hard USER PERMISSIONS
to break!
To create an Experience
For more details on terminology changes, see the Spring ’21 Release Notes. Cloud site:
To see the number of sites you can create for your org, from Setup, enter Digital Experiences AND View
Experiences in the Quick Find box, and select Sites. The maximum number of sites appears Setup and Configuration
at the top of the page. To customize an Experience
1. To create a site, from Setup, enter Digital Experiences in the Quick Find box, select Cloud site:
Sites, and then click New Site. • Be a member of the site
The creation wizard opens with several templates for you to choose from. If you have Lightning AND Create and Set Up
Bolt solutions available in your org, they are listed in the wizard. Experiences
2. To see more information about a template, select it. OR
Customer Account Portal • Be a member of the site

A private and secure place for customers to access and update their account information. AND an experience
Improve customer relationships and decrease service costs by letting customers work in
the portal. Customers can see and pay invoices, update their account information, and
search your knowledge base for answers to their most frequent questions. To publish an Experience
Cloud site:
Partner Central
A flexible, responsive template designed for channel sales workflows. Recruit, build, and • Be a member of the site
grow your partner network to drive channel sales and marketing together in a branded
Experiences
online space. Easily configure lead distribution, deal registration, and marketing campaigns.
Share training materials and sales collateral in a central space, and use reports to track your OR
pipeline. • Be a member of the site
AND an experience
Customer Service
A powerful, responsive self-service template with multiple prebuilt theme options. The
that site
Customer Service template lets users post questions to the community, search for and view
articles, collaborate, and contact support agents by creating cases. Supports Knowledge,
Chatter Questions, and cases.
Help Center
A public-access, self-service community that exposes the articles that you make available from your knowledge base. You reduce
the load on your customer support team, and your users get the satisfaction of finding their own solutions.
53
Build Your Own (Aura)

Provides the basic pages that every Experience Builder site needs: Home, Create Record, Error, Record Detail, Record List, Related
Record List, Search, Check Password, Forgot Password, Login, Login Error, and Register. Add more pages and components as
needed for the experience you’re building. To refine the look of your site, customize your branding and themes.
Build Your Own (LWR)
Powered by the new Lightning Web Runtime (LWR) platform, this customizable template delivers unparalleled page performance
and improves developer productivity. Quickly build pixel-perfect pages and develop Lightning web components and themes
to match your unique brand.
Suitable for developers, consulting partners, and ISVs who are familiar with developing custom Lightning web components, and
working with Salesforce DX, User Interface API, and Apex. See the LWR Sites for Experience Cloud guide.
Aloha
A configurable App Launcher template that lets users quickly find applications and access them using single sign-on authentication,
including social logins.
Standard Salesforce structure and tabs that you can customize using Visualforce. Requires developer experience and advanced
setup skills. Allows full platform access with a flexible configuration and supports most standard objects, custom objects, and
the Salesforce mobile app.
Salesforce Tabs + Visualforce isn’t a Lightning-based template and therefore doesn’t work with Experience Builder.
Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates. Salesforce
still supports existing Experience Builder sites that were built using Koa and Kokua. To create a site based on Koa or Kokua,
contact Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to replace your existing
Koa and Kokua sites. The latest Experience Builder templates provide richer support for Knowledge and case management.
3. Select the template that you want to use.

4. Read the template description and key features, and click Get Started.
5. Enter a name.
6. For URL, enter the name of your site.
This name is appended to the domain that you created when you enabled digital experiences for this org. For example, if your
domain name is UniversalTelco.my.site.com and you’re creating a customer community, you can enter customers
to create the unique URL UniversalTelco.my.site.com/customers.
Note: You can create one site that doesn’t have a custom URL.
You can change your site name and URL after the site is activated, but users aren’t redirected to the new URL. So be sure to
inform your members before changing the name or URL.
7. Click Create.
The site is created in Preview status. Now you’re ready to build and customize or manage and moderate your site.
When you create a site, Salesforce supplies default pages for login, self-registration, change password, forgot password, and your home
page. These pages are based on which template you use to create your site. You can customize these default pages at any time in the
Login & Registration page of the Administration workspace.
Important: After you create a site, your profile is added to the list of profiles that have access to it. Then all users with this profile
can log in to the site after it’s active. If you don’t want all users with your profile to have access to the site, remove the profile, and
give yourself access through a different profile or permission set. Then create a profile specifically for your site users.
54
IN THIS SECTION:
How Many Experience Cloud Sites Can My Org Have?
You can have up to 100 Experience Cloud sites in your Salesforce org. Active, inactive, and preview sites, including Lightning Platform
sites, count against this limit.
SEE ALSO:
Edit Pages and Components in Experience Builder
Implementation Guide: Getting Started with the Aloha Community Template for Salesforce Identity

You can have up to 100 Experience Cloud sites in your Salesforce org. Active, inactive, and preview
EDITIONS
sites, including Lightning Platform sites, count against this limit.
To see this limit in your org, from Setup enter Digital Experiences in the Quick Find Available in: Salesforce
box, then select All Sites. The Maximum number of sites (including active, Classic (not available in all
inactive, and preview) field displays 100. orgs) and Lightning
Experience
SEE ALSO: Available in: Enterprise,

Create an Experience Cloud Site Performance, Unlimited,
Archive a Site (Closed Beta)

Archive an inactive site so that users can no longer access it.
EDITIONS
Note: Archive Sites is a Beta Service. Customer may opt to try such Beta Service in its sole
discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided Available in: Enterprise,
at Agreements and Terms. Performance, Unlimited,
Contact Salesforce Support to enable the Archive a Site feature in your org. and Developer Editions
1. Access Salesforce CMS using the App Launcher. You must have at least one
active community license in
2. Note: To update visibility and tab settings for profiles you’d like to have access to your org to use this feature.
Salesforce CMS and the All Experiences page, see Start Using Salesforce CMS.
Click View All in All Experiences.
USER PERMISSIONS
3. Click the name of the site you’d like to archive.
To archive an Experience
4. On the site detail page, click Archive. Cloud site:
5. Click Archive again. • Be a member of the site
Your site is archived. If you change your mind, you can unarchive it. AND Create and Set Up
Experiences
IN THIS SECTION:
Considerations for Archiving a Site (Closed Beta)
Before you archive a site, consider what types of sites can be archived, and the impact that archiving might have on users.
55
Considerations for Archiving a Site (Closed Beta)

Before you archive a site, consider what types of sites can be archived, and the impact that archiving
EDITIONS
might have on users.
Note: Archive Sites is a Beta Service. Customer may opt to try such Beta Service in its sole Available in: Enterprise,
discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided Performance, Unlimited,
at Agreements and Terms. and Developer Editions
• You can only archive inactive sites. If your site is in Preview, you must activate and then deactivate You must have at least one
the site before archiving it. active community license in
• When you archive a site, your org to use this feature.
– The site’s URL is unavailable to all users, including admins.
– Instead of the site, users see a Site under maintenance page.
– You can’t access the site’s Experience Builder or Workspaces.
– The site doesn’t count against your org’s maximum 100 unarchived site limit.
Unarchive a Site (Closed Beta)

Unarchive an archived site so that users can access it.
EDITIONS
Note: Archive Sites is a Beta Service. Customer may opt to try such Beta Service in its sole
discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided Available in: Enterprise,
at Agreements and Terms. Performance, Unlimited,
Contact Salesforce Support to enable the Archive a Site feature in your org. and Developer Editions
1. Access Salesforce CMS using the App Launcher. You must have at least one
2. Note: To update visibility and tab settings for profiles you’d like to have access to your org to use this feature.
Salesforce CMS and the All Experiences page, see Start Using Salesforce CMS.
Click View All in All Experiences.
USER PERMISSIONS
3. Click the name of the site you’d like to unarchive.
To unarchive an Experience
4. On the site detail page, click Unarchive. Cloud site:
5. Click Unarchive again. • Create and Set Up
Experiences
Your site is archived. If you change your mind, you can unarchive it.
56

Use profiles and permission sets to manage site membership during the setup process. Adding a
EDITIONS
profile or permission to a site’s membership gives access to the site to users with that profile or
assigned the permission set. Available in: Salesforce
Add a profile or permission set to a site’s membership. Using profiles and permission sets, you can: Classic (not available in all
orgs) and Lightning
• Grant or remove access for groups of users. After you add a profile or permission set, all users
Experience
assigned to that profile or permission set become members of the site.
• Enforce a membership policy. New users added to a profile or permission set that is already Available in: Enterprise,
associated with a site automatically gain access. Performance, Unlimited,
Note:
• If you add a permission to a permission set that is being used to grant membership to a USER PERMISSIONS
site, the site members also get access to the permissions unrelated to site membership.
Salesforce recommends checking if a permission set is used in any site’s membership list To create an Experience
before adding new permissions to it. Cloud site:
• You can’t use permission set groups to add membership to a site, only permission sets.
Experiences AND View
Setup and Configuration
Permission sets allow added flexibility for adding members. You can grant site access to a subset
of users from the same profile, without needing to clone the profile. To customize an Experience
Cloud site:
You can add Standard, Chatter, and partner profiles to sites. Chatter customers, from private groups
with customers, can’t be added to sites even if they’re assigned permission sets that are associated
with sites. Experiences
Note: Profiles and permission sets associated with sites can’t be deleted from Salesforce. OR
Remove the profiles or permission sets from the sites first.
1. Open Experience Workspaces. AND an experience
2. Click Administration > Members.
3. To add members using profiles:
a. To filter profiles, select a profile type from the dropdown menu. To search for a specific Cloud site:
profile, enter a search term and click Find. • Be a member of the site
Search returns profiles for the selected filter. AND Create and Set Up
Experiences
Note: Search results include profiles that are already part of the site.
OR
b. Select the user profiles you want to allow access to your site. To select multiple profiles, • Be a member of the site
press CTRL. AND an experience
c. Click Add. To remove a profile, select it and click Remove. that site
If you remove a profile from a site, users with that profile lose access to the site, unless the
users are assigned permission sets or other profiles that are still part of the site. Their posts
and comments still appear.
Important: If you’re an admin and accidentally remove yourself from a site, you can’t access the Administration settings
in Experience Management or Experience Workspaces. To add yourself back to the site or make other membership updates,
use the API.
4. To add members using permission sets:
57
a. To search for a specific permission set, enter a search term and click Find.
b. Select the permission sets you want to allow access to your site. To select multiple permission sets, press CTRL.
c. Click Add.
If you remove a permission set from a site, users with that permission set lose access to the site, unless the users are associated
with profiles or other permission sets that are still part of the site. Their posts and comments still appear even after they lose
access.
5. Click Save.
If the site is Active and welcome emails are enabled, users with the profiles or permission sets you added receive a welcome
email. The welcome email includes a username and a change password link if it’s sent to an external user who hasn’t logged in to
a site yet.
When the site is Active, welcome emails are sent and the site is discoverable by members. When a site is in Preview status, only
members with the login URL can view the site. If a site is Inactive, only users with the “Create and Set Up Sites“ permission can
access it through the All Sites menu, regardless of membership.
There are other options for granting access to your site:
• Enable self-registration so that external users can register on their own
• Enable authentication providers, such as Facebook, so that external users can log into the site without creating an account
For more information about these additional options, see Customize Login, Self-Registration, and Password Management for Your
Experience Cloud Site.
With global search from your internal org, you can get uneven results when searching for a site User record. Here’s why and what you
can do about it. Each site has a unique network ID. When you create a site user through Contact record > Create External User, the
new User record is assigned to a site's network ID.
Global search looks for records in the internal org, which has a different network ID than the site. A global search doesn't search inside
sites. Since the User record is associated with a site network ID, global search doesn't return results for that record.
The workaround is to create User records in the internal org, and then associate the records to a site. You can associate an internal User
record to a site by linking the internal record to a Contact record. After you forge the link, you can find the User record through global
search. The User record's network ID is now associated with the internal org.
IN THIS SECTION:
Membership Processing Best Practices
Processing membership when many members are added in a single transaction can result in significant lockout times. Limiting the
number of users per transaction can speed up processing time. Follow these best practices to minimize the impact of processing
times on members.
An external user’s password can be reset either by the user or by the administrator of the org hosting the site.
External users get their login credentials in welcome emails from an Experience Cloud site.
58
How do I update Experience Cloud site membership using the API?

If you aren’t a member of an Experience Cloud site, you can’t access Experience Workspaces to update administration settings,
including membership. As an alternative, you can use the API and Data Loader to add yourself and others to a site.
SEE ALSO:
Membership Processing Best Practices

Processing membership when many members are added in a single transaction can result in
EDITIONS
significant lockout times. Limiting the number of users per transaction can speed up processing
time. Follow these best practices to minimize the impact of processing times on members. Available in: Salesforce
Plan Ahead of the Go Live Date Classic (not available in all
A few things to keep in mind when planning to add or remove members to a site or portal: orgs) and Lightning
Experience
• The number of members that are added or removed affects the processing time. The more
members that are processed, the more time it takes to complete the process. When Available in: Enterprise,
processing over a million users, the processing time can take hours. Performance, Unlimited,
Note: Governor limits ensure that only 10 million users are processed at a time.
Attempting to process more than 10 million at a time results in an error.
• When processing members, the site or portal is locked and admins can’t make more changes to it. New Experience Cloud site
members aren’t able to access the site until processing is complete, but existing members still have access. Plan for a maintenance
window and communicate as necessary with your members.
• To get an approximate estimate of the processing time, test the deployment in a sandbox environment with a similar setup
before deploying in production.
• Schedule membership updates for a time when traffic in the site is known to be low.
Organize Members into Smaller Groups
Organizing members into smaller groups cuts down on processing time. The following strategies can help reduce the number of
members being processed at a time:
• Membership processing adds both active and inactive members of a profile or permission set to the portal or site. Remove
inactive members from profiles and permission sets if you don’t need to track them.
• Go live with high-priority members first. Then add the rest of the group in order of priority.
• Add profiles and permission sets in small batches. For example, if you’re adding 10 million members, put them into buckets of
1 million per profile or permission set.
• Removing profiles or permission sets from the portal or site takes longer than adding them. Make sure that those profiles or
permission sets are required before you add them so you don’t have to remove them later.
Other Considerations
When processing members:
• Don’t add and remove profiles or permission sets at the same time.
• Don’t add or remove users from profiles or permission sets while membership is processing.
• Don’t allow user self-registration while membership is processing.
Contact Salesforce Customer Support for further assistance.
59

An external user’s password can be reset either by the user or by the administrator of the org hosting the site.
In either case, when someone initiates a reset of an external user’s password, an email is sent to the user with a link to reset the password.
Password reset links expire after 24 hours. When users click the link, they’re required to reset their password before proceeding.
If a user-initiated password reset request can’t be processed, users receive an email telling them why. Password reset requests fail if a
user’s account is temporarily or permanently locked due to too many unsuccessful login attempts or if the request was sent outside
approved login hours, IP ranges, or network locations.
SEE ALSO:

External users get their login credentials in welcome emails from an Experience Cloud site.
EDITIONS
When you enable a contact as a customer user or partner user, they don’t receive their login
credentials until you add them to an Experience Cloud site with welcome emails enabled. If welcome Available in: Salesforce
emails are disabled for the site, the external user doesn’t receive credentials, and you must manually Classic (not available in all
send them. To do so, from Setup, enter Users in the Quick Find box, select Users, select the orgs) and Lightning
checkbox next to the user’s name, and then click Reset Password. An email containing the user’s Experience
username and a link to reset the password is sent to the user. The link in this email expires after 24 Available in: Enterprise,
hours. Performance, Unlimited,
SEE ALSO:
How do I update Experience Cloud site membership using the API?

If you aren’t a member of an Experience Cloud site, you can’t access Experience Workspaces to update administration settings, including
membership. As an alternative, you can use the API and Data Loader to add yourself and others to a site.
Tip: You can also use other data loaders to update your Experience cloud site membership.
1. Get the networkId for your Experience Cloud site.

From Setup, enter Digital Experiences in the Quick Find box, select All Sites, and then right-click your Experience
Cloud site URL and select Inspect. The data-networkId property provides your networkId.
2. Get the profileId or permissionsetId you want to add.

From Setup, enter Profiles in the Quick Find box, then select Profiles or Permission Sets. Click on the profile or permission
set that you want to add. The ID is the last part of the URL.
For example, at ExperienceCloudSitesSubdomainName.my.site.com/00aa11bb22, the ID is 00aa11bb22.
Note: If you’re not using enhanced domains, your org’s Experience Cloud sites URL is different. For details, see My Domain
URL Formats in Salesforce Help.
60
3. Create a .csv file with columns for networkId and parentId. For parentId, list the profileId or permissionsetId
you want to add.
4. Open Data Loader and select the Network Member Group object. Specify the location of the .csv file you created and complete
the Data Loader steps.
Once you have successfully added members using Data Loader, the members can access Experience Workspaces from the Workspaces
link on the All Sites page in Setup.
Note: In order to access Experience Workspaces, the member must also have Create and Set Up Experiences or Manage Experiences
permission.
SEE ALSO:
Insert, Update, or Delete Data Using Data Loader
61
You can customize email sender information and Chatter email branding. You can also customize
EDITIONS
email templates, such as templates for welcoming new members and resetting members’ passwords.
Customize email templates in the user interface or with Visualforce. Available in: Salesforce
1. From Setup, enter All in the Quick Find box, and select All Experiences. Next to your site, Classic (not available in all
click Workspaces. orgs) and Lightning
Experience
2. Click Administration, and then select Emails.
3. Enter custom values for the email sender’s name and address to replace the default values. Available in: Enterprise,
Note: If you change the sender’s email address, we send a verification email to the new and Developer Editions
address. The change is pending, and we continue to use the existing address while we
await verification. The requested address doesn’t take effect until you click the confirmation
USER PERMISSIONS
link in the email. If verification is already pending for a new email address, and you specify
a different new address, we retain the latest value and use that value for verification. To customize an Experience
If you enter a custom value for the sender’s address and you have enabled mail relay, your Cloud site:
Chatter emails use the relay. • Be a member of the site
4. Customize what displays in the footer of Chatter emails. Experiences
OR
Important: Both a logo and email footer text are required. Keep in mind that:
• All Chatter emails display the Chatter logo and Salesforce information by default • Be a member of the site
AND an experience
unless you replace them with your org’s own logo and information.
• If you previously customized the logo or footer text and want to restore the default builder in that site
values, use the API to set these fields to null.
a. To replace the default Chatter logo, choose a logo. Cloud site:
The logo must be an existing document in the Documents tab and must be marked • Be a member of the site
Externally Available Image. Images of 150 x 50 pixels on a transparent background work
Experiences
best.
OR
b. To replace the default footer text, enter up to 1,000 characters.
The default text includes the Salesforce name and physical address. We recommend AND an experience
including your org’s physical address to comply with applicable anti-spam laws. admin or publisher in
that site
5. To send email to users when they’re added to the site, select Send welcome email.
Important: Welcome emails contain login information for external members. If you
don’t select this option, you must send username and password information directly to
the user who’s registering for your site.
Salesforce sends welcome emails when:
• A site changes from Preview status to Active status. An inactive site doesn’t receive emails unless the associated org has a default
portal or if the user’s profile is part of an active portal.
• An admin adds a profile or permission set to an active site.
• A user of an active site is assigned a profile or permission set.
You can set the duration that the link provided in the welcome email is valid.
a. From Setup, enter Session in the Quick Find box, then click Session Settings.
62
b. From the dropdown menu, select Link Expires In, and select the duration.
Note: If a profile or permission set is part of multiple sites, users with that profile or permission set receive a welcome email
from each site. The first email contains login credentials, but emails from subsequent sites simply contain a link to the site.
6. To send email to users when they receive a one-time password, for One-Time Password, look up and select the email template,
Communities: One-Time Password Email.
Important: This one-time password email message isn’t enabled by default. If you don’t select this option, Salesforce sends
a generic message for identity verification.
Salesforce sends verification emails whenever users are required to confirm their identity.
• An external user attempts to log in to your site with an email address.
• An external user attempts to register a mobile or U2F device.
• An external user changes their email address.
Salesforce also sends emails with one-time passwords for device activation when users log in from an unfamiliar browser, app, or
IP address. This use case isn't covered by the One-Time Password email template. To customize emails sent for device activation,
use the Device Activation Verification email template.
7. To select an email template for Forgot Password, Change Password, Case Comment, User Lockout, One-Time Password emails,
Device Activation Verification emails, User Verification Email, or Change Email Address Verification, click . Then select an email
template from the list.
Password reset links expire after 24 hours.
You can customize the default email templates.
Note: When you customize the contents of a default email template, use the {!Community_Url} merge field to populate
the URL for the current site. This field ensures that emails have the correct URL to direct users to the appropriate site. The
{!Community_url} merge field isn’t available for the User Lockout template.
8. Click Save.
Emails that are sent as a result of approvals and workflows, and changes to unscoped objects, like cases, are sent based on site membership.
For example, if a workflow triggers an email, all the recipients are grouped based on site membership and then one email is sent to each
group. If the user is a member of multiple active sites, the email comes from the oldest active site.
Note: Objects that you can see whether you’re in a site or your internal Salesforce org are called unscoped objects. Unscoped
objects include records like opportunities, accounts, cases, and the like.
Another way to customize site emails is to use these fields on the API Network object.
• CaseCommentEmailTemplateId—ID of the email template used when submitting a comment on a case.
• ChangePasswordEmailTemplateId—ID of the email template used when notifying users that their password has been
reset.
• ChgEmailVerNewEmailTemplateId—ID of the email template used when notifying users that their email address has
been changed. This template is sent to the new email address.
• ChgEmailVerOldEmailTemplateId—ID of the email template used when notifying users that their email address has
been changed. This template is sent to the old email address.
• DeviceActEmailTemplateId—ID of the email template used when users log in from an unrecognized browser, app, or IP
address. The email contains a one-time password that users enter to verify their identity.
• EmailFooterLogoId—ID of the Document object that displays as an image in the footer of site Chatter emails.
• EmailFooterText—Text that displays in the footer of site Chatter emails.
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• EmailSenderAddress—Read only. Email address from which site emails are sent.
• EmailSenderName—Name from which site emails are sent.
• ForgotPasswordEmailTemplateId—ID of the email template used when users forget their password.
• LockoutEmailTemplateId—ID of the email template used when users try to reset their password after locking themselves
out of their site from too many login attempts.
• NewSenderAddress—Email address that has been entered as the new value for EmailSenderAddress but hasn’t been
verified yet. After a user has requested to change the sender email address and has successfully responded to the verification email,
the NewSenderAddress value overwrites the value in EmailSenderAddress. This value becomes the email address from
which site emails are sent.
– If verification is pending for a new email address and you set NewSenderAddress to null, the verification request is canceled.
– NewSenderAddress is automatically set to null after EmailSenderAddress has been set to the new verified address.
– If verification is pending for a new email address, and you specify a different new address for this field, only the latest value is
retained and used for verification.
• OptionsSendWelcomeEmail—Determines whether a welcome email is sent when a new user is added to the site.
• VerificationEmailTemplateId—ID of the email template used when users must verify their identity, for example, when
they log in without a password or from a new device.
• WelcomeEmailTemplateId—ID of the email template used when sending welcome emails to new site members.
SEE ALSO:
Merge Fields for Experience Cloud Sites
Add Send an Email, Log a Call, New Event, and New Task Buttons to the Activity Composer
Use Your Classic Email Templates in Lightning Experience

You can personalize the email that you send to Experience Cloud site members by adding merge
EDITIONS
fields to your email templates.
When you enable digital experiences in your org, Salesforce provides text-based email templates Available in: Salesforce
to simplify communicating with your Experience Cloud site members. You can use these templates Classic (not available in all
to: orgs) and Lightning
Experience
• Welcome new members
• Handle forgotten passwords Available in: Enterprise,
• Reset passwords
• Notify users when they’re locked out after failing to log in after so many attempts
• Comment on cases
• Send one-time passwords when identity verification is required for multi-factor authentication or passwordless login
• Send one-time passwords when identity verification is required for device activation
• Send verification links in asnyc email messages for identity verification
• Send verification emails when a user changes their email address
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Experience Cloud site email templates have merge fields unique to sites. You can find them under the Network Member Fields field
type. You can also use other merge field types, such as Receiving User and Organization. Here are a few merge fields commonly used
in Experience Cloud site email templates.
Field Name Description

{!Network_Community_Name} The name of the Experience Cloud site.
OR
{!Community.Name}
OR
{!Community_Name}
{!Network_Community_Url} The URL to the login page of the Experience Cloud site, for example,
OR https://MyDomainName.my.site.com/partners/login.
{!Community.Url} {!Community_Url} is populated in the:
OR • Welcome New Member template when Send welcome email

is selected
{!Community_Url}
• Forgot Password or Change Password template if the external
user receiving the email is a member of the Experience Cloud
site
{!Receiving_User.Username} The username of the user receiving the email. This field only renders
for mass emails.
{!NetworkMember.Operating_System} The operating system of the Experience Cloud site member.

OR
{!Operating_System}
{!NetworkMember.EmailVerify_Url} The verification link sent a user via email.

OR
{!EmailVerify_Url}
{!ChgEmailVer.NewEmail} The user’s email address.

OR
{!ChgEmailVer.OldEmail}
{!ChgEmailVer.URL} The verification link sent a user via email when their email address
is changed.
Note: Available merge fields differ between email templates. View Available Merge Fields at the top of each email template to
see the available fields.
For more flexibility, you can create custom Experience Cloud site email templates in Visualforce. For a Visualforce email template, use
the $Network global merge field type and its properties, as described in this table. These fields are populated only in Visualforce
Experience Cloud site email templates.
65

$Network.ActionForVerificationEmail Used in one-time password (OTP) and device activation emails to
specify the action that prompted sending a verification email.
$Network.AsyncVerificationLink Used in asynchronous emails to send a verification link (URL) to

users. Users click the link to verify their email address with
Salesforce. After verifying their email address, external users can
log in with a one-time password (OTP) via email (passwordless
login).
$Network.BrowserForVerificationEmail Used in OTP and device activation emails to specify the browser
where the action occurred that prompted sending a verification
email.
$Network.CodeForVerificationEmail The verification code sent in the OTP or device activation email.
$Network.ChgEmailVerOldEmail The user’s old email address, when they change it.
$Network.ChgEmailVerNewEmail The user’s new email address, when they change it.
$Network.ChgEmailVerLink The link, sent to the user’s new email address, that the user follows
to verify their email address change.
$Network.Name The name of the Experience Cloud site.
$Network.NetworkUrlForUserEmails The URL to the login page of the Experience Cloud site, for example,
https://MyDomainName.my.site.com/partners/login.
If this merge field is in the welcome email to new members, the
URL is appended with a link to a reset password page.
$Network.OperatingSystemForVerificationEmail Used in OTP and device activation emails to specify the operating
system where the action occurred that prompted sending a
verification email.
$Network.passwordLockTime Used in the formula field for lockout emails to specify how long a
OR user must wait until logging in again after being locked out.
{!PASSWORD_LOCK_TIME}
For more information on creating Visualforce templates, see the Visualforce Developer Guide.
If your Experience Cloud site uses cases, approvals, or workflows, emails created from an email template that use the
{!<any_object>.Link} or {!Case.Link} merge fields include a link to the record in the site. If the user receiving the email
is a member of multiple active Experience Cloud sites, the link goes to the oldest active site. If the user is already logged in to a site and
clicks the link in the email, the link goes to that site. If the user isn't a member of any site, the link goes to the internal org. If the user is
a member of a portal and a site, the link goes to the site.

{!Case.Link} Used in:
• Case comment notifications to contacts and owners
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• Case creation and update notifications to contacts
{!<any_object>.Link} Used in:

• Approval requests sent to approvers and delegated approvers
• Workflow email alerts
To insert merge fields into your Experience Cloud site email templates,
1. From Setup, enter Email Templates in the Quick Find box, and select Classic Email Templates. Next to an email template,
click Edit.
2. Under Available Merge Fields, from the dropdown menu, select the field type, and then select the field. For merge fields specific to
sites, select Network Member Fields.
3. Copy the merge field value into the body of the email template.
SEE ALSO:
Email Templates in Salesforce Classic
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Customize the One-Time Password Email Template

You can customize the email that you send to external users to verify their identity with a one-time
EDITIONS
password (OTP). The email includes a verification code that users enter to prove their identity.
Control how you communicate with your customers and partners by rewording the email that Available in: Experience
comes with the verification code. Builder sites
Salesforce sends out an email with an OTP for email verifications in these scenarios.
• Passwordless login—Set up a login page for your site that allows users to log in with their email Performance, Unlimited,
address. You create a passwordless login page from your site’s Login & Registration page. See and Developer Editions
Customize Your Experience Cloud Site’s Login Experience.
• Multi-factor authentication—Require users to log in with multi-factor authentication (MFA). USER PERMISSIONS
Salesforce also sends an email with a one-time password for device activation email verifications.
To customize this notification, see Device Activation Email Template.
Cloud site:
The one-time password email template is available to Experience Builder sites as of Winter ’19. • Be a member of the site
1. From Setup, enter All in the Quick Find box, and select All Experiences. Next to your site, AND Create and Set Up
click Workspaces. Experiences
OR
2. Select Administration, and then select Emails.
3. • Be a member of the site
Under Email Templates, click next to One-Time Password, and select Experiences: AND an experience
One-Time Password Email. admin, publisher, or
4. Click Save.
Your site is set up to send verification code notifications to users. To publish an Experience
Cloud site:
5. To customize the notification, edit the email template. • Be a member of the site
a. From Setup, enter Email Templates in the Quick Find box, and select Classic Email
Experiences
Templates.
OR
b. Next to Experiences: One-Time Password Email, select Edit.
c. Edit the text in the email body. AND an experience
Note: Don’t remove {!Verification_Code}.
that site
d. (Optional) In the email body, insert merge fields listed under Available Merge Field. To get
the merge field value, select a field type, and then select a field. Copy and paste the merge
field value into the email body.
For example, from the Field Type dropdown, select Network Member Fields, and then select Site Name. The Merge Field
Value displays {!Community.Name}.
e. Click Save.
You can also use Visualforce to create a custom OTP email template using the $Network global merge field type. See Merge Fields
for Experience Cloud Sites.
68
Customize the Device Activation Email Template

Customize the email you send to verify a user's identity when they access your Experience Cloud
EDITIONS
site from an unfamiliar browser, application, or IP address. The email includes a one-time password
(OTP) that users enter to verify their identity. Change the look and wording of the email to match Available in: Experience
your brand. Builder sites
Device activation works differently based on whether you've configured a trusted IP address range.
If you haven't defined a trusted IP range, users are prompted to verify their identity when they log
in from a new browser or app. If you have defined a trusted IP range, users must verify their identity and Developer Editions
when they log in from an IP address outside of the range. For more information on how device
activation works, see Device Activation.
USER PERMISSIONS
You can enable device activation for Experience Cloud site users through Profiles in Session Settings.
1. From Setup, in the Quick Find box, enter Sites, and then select All Sites. To create an Experience
Cloud site:
2. Next to your site, click Workspaces. • Create and Set Up
3. Select Administration, and then select Emails. Experiences AND View
4.
Under Email Templates, click next to Device Activation Verification, and select Experience To customize an Experience
Cloud: Device Activation Verification Email. Cloud site:
5. Save your settings. • Be a member of the site
Your site is set up to send device activation notifications to users. AND Create and Set Up
Experiences
6. To customize the notification, edit the email template.
OR
a. From Setup, in the Quick Find box, enter Email Templates, and then select Classic
Email Templates.
AND an experience
b. Next to Experience Cloud: Device Activation Verification Email, click Edit. admin, publisher, or
c. Edit the text in the email body.
Note: Don't remove {!Verification_Code}. Cloud site:
a. Optionally, to personalize the text, use the available merge fields listed at the top of the • Be a member of the site
page. For more information, see Merge Fields for Experience Cloud Sites. AND Create and Set Up
Experiences
OR
AND an experience
that site
Example:
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Hide Unneeded Visualforce Pages on Your Experience Cloud Site

To avoid exposing pages that don’t reflect your brand or that allow for alternative ways to log in to your site, be aware of these guidelines
when configuring Visualforce pages that are part of your Experience Cloud site. Understand the relationship between Experience Cloud
sites and Salesforce Sites, their public Visualforce pages, and steps to take for a proper configuration.
Relationship Between Experience Cloud Sites and Salesforce Sites

When you create an Experience Cloud site, Salesforce creates a Salesforce Site. Salesforce Site technology powers some of the underlying
features behind Experience Cloud sites.
For example, some security settings are set at the Salesforce Site level. Salesforce Sites also automatically create and exposes a set of
default Visualforce pages. Before you set up an Experience Cloud site, review the settings of the associated Salesforce Site. To get the
full picture of what is visible after creating an Experience Cloud site, review the Experience Builder pages and the accompanying Site
Visualforce pages.
If you already have a live Experience Cloud site, run a check to see which pages are visible. One of the default Visualforce pages is named
SiteLogin. To check if your site exposes this page, append /SiteLogin after your Experience Cloud site domain (without the
/s).
If your Experience Cloud site URL looks like this: Try accessing:
yourcommunity.example.com/ yourcommunity.example.com/SiteLogin
yourcommunity.example.com/s yourcommunity.example.com/SiteLogin
example.com/yourcommunity example.com/yourcommunity/SiteLogin
example.com/yourcommunity/s example.com/yourcommunity/SiteLogin
If you see your branded login page or the expected error page for your community, your site seems to be properly configured. However,
if you see a default Visualforce page that you didn’t expect to see, continue reading to see how you can fix it.
Default Visualforce Pages Exposed by Salesforce Sites

When a Salesforce Site is created, a new set of default metadata is added to your org.
• Visualforce pages, such as SiteLogin, SiteRegister, and ForgotPassword
• Aura components, such as forgotPassword, loginForm, and selfRegister
• Apex classes, such as MyProfilePageController, SiteLoginController, and SiteRegisterController
• Visualforce components, such as SiteFooter, SiteLogin, and SiteLogin
• Static resource (SiteSamples)
This metadata is intended as examples and templates that you can reuse to expose custom functionality throughout your site.
For example, if you need a fully personalized login experience, you could reuse and customize the sample code provided in the
SiteLogin Visualforce page or the loginForm Aura component.
Some Visualforce pages are publicly accessible by default.
• BandwidthExceeded
• CommunitiesLanding
• CommunitiesLogin
• CommunitiesSelfReg
70
• CommunitiesSelfRegConfirm
• CommunitiesTemplate
• Exception
• FileNotFound
• ForgotPassword
• ForgotPasswordConfirm
• InMaintenance
• SiteLogin
• SiteRegister
• SiteRegisterConfirm
• UnderConstruction
To control what is visible through your site, review those pages and classify them into different categories.
• Keep the pages you need and want to expose publicly. For example, you might want to customize the InMaintenance page,
which is shown when your Experience Cloud site is offline, to reflect your brand.
• Remove the pages that you don’t need and shouldn’t make publicly accessible. For example, if you don't need a custom login page
on your site, you probably don’t want to leave the default SiteLogin Visualforce page exposed publicly.
Update Public Accessibility Settings for Standard Visualforce Pages of Your Experience Cloud Site
Review the public accessibility settings of your standard Visualforce pages that are associated with your Experience Cloud site, and
update them as needed.
If you’re performing this review on an Experience Cloud site that is live, assess the impact in a sandbox first before changing anything
in production.
1. From Setup, in the Quick Find box, enter Digital Experiences, and select Digital Experiences > All Sites.
2. Next to the site that you want to access, click Workspaces > Administration > Pages > Go to Force.com.
All the pages in the Site Visualforce Pages section are public facing. If your business case calls for all those pages to be public, you
can finish your audit here. If not, change the access settings.
3. To edit a page’s public access settings, in the Site Visualforce Pages section, click Edit. The Enabled Visualforce Pages column lists
all the public-facing pages. Move pages in and out of the column to change their public accessibility, and then save.
If you already use the Experience Builder pages for login and registration, don’t enable public access to SiteLogin,
ForgotPassword, SiteRegister, or CommunitiesSelfReg. However, if your site uses Visualforce pages for login or
registration, make sure those pages are publicly exposed.
Check the Visualforce pages every time you create an Experience Cloud site. Have a process in place to apply changes as you implement
new sites.
71
Customize the User Lockout Email Template

You can customize the email template you send to users when they attempt to reset their password
EDITIONS
after getting locked out of your Experience Cloud site due to too many failed login attempts. You
can change the look to match your brand and how and when users can unlock their accounts. Available in: Experience
Users are unable reset their passwords when their accounts are locked. Depending upon their Builder site
password policy, they may need to wait awhile or contact an admin to unlock their account before
they can reset their password. Admins set the password policy, including the maximum allowable
invalid login attempts, on the site user’s profile page. This password policy determines the next and Developer Editions
steps users take to unlock their account. The default email template includes a formula that checks
the profile’s password policy and pulls that information into the notification sent.
USER PERMISSIONS
The user lockout email template is available to Experience Builder sites as of Summer ’18.
1. From Setup, enter All in the Quick Find box, and select All Experiences. Next to your site, To customize an Experience
click Workspaces. Cloud site:
3. Experiences
Under Email Templates, click next to User Lockout, and select Experiences: User Lockout
Email. OR
4. Click Save. • Be a member of the site

Your site is set up to send notifications to users when they’re locked out of their accounts. AND an experience
5. To change the formula or make other customizations, edit the email template. builder in that site
Note: To publish an Experience

Cloud site:
• The formula included in this template is only for lockout emails. When applied to
another email type, the formula returns a blank message. • Be a member of the site
• The {!Community_url} merge field isn’t available for the lockout template. Experiences
a. From Setup, enter Email Templates in the Quick Find box, then select Classic Email OR
Templates. • Be a member of the site
b. Next to Experiences: User Lockout Email, select Edit. AND an experience
c. Edit the text in the email body. To personalize your email content, use the available merge that site
fields listed at the top of the page.
d. Click Save.
Example: If the password policy locks users out for 15 minutes before they can try to log in again, the formula returns the following
message: “Try again in 15 minutes.”
72
73
Customize the Email Address Change Template

You can customize the email template you send to users when they change the email address they
EDITIONS
use with Salesforce. Change the look to match your brand and the wording of the message.
Salesforce sends two verification emails to a user when the user changes their email address. One Available in: Experience
is sent to the user’s old email address, and one is sent to the new one. The user clicks the verification Builder sites
URL in the email sent to the new address, and completes the email address change. You can
customize those emails. If you change a user’s email address for them, no email change verification
email is sent. and Developer Editions
The Email Address Change Verification email templates are available to Experience Builder sites as
of Winter ’21.
USER PERMISSIONS
1. From Setup, enter All Experiences in the Quick Find box, and select All Experiences.
Next to your site, click Workspaces. To customize an Experience
Cloud site:
3. AND Create and Set Up
Under Email Templates, click next to Old Email Address Change Verification and select
Experiences
Experiences: Old Email - Change Email Verification.
OR
4.
Under Email Templates, click next to New Email Address Change Verification and select • Be a member of the site
Experiences: New Email - Change Email Verification. AND an experience
5. Click Save. admin, publisher, or
Your site is set up to send notifications to users when their email addresses change.
6. To make customizations, edit the email template. To publish an Experience
Cloud site:
Note: You can use the {!ChgEmailVer.NewEmail}, • Be a member of the site
{!ChgEmailVer.OldEmail}, and {!ChgEmailVer.URL} merge fields. AND Create and Set Up
Experiences
a. From Setup, enter Email Templates in the Quick Find box, then select Classic Email
Templates. OR
b. Next to Experiences: Old Email - Change Email Verification or Experiences: New Email - • Be a member of the site
Change Email Verification, select Edit. AND an experience
c. Edit the text in the email body. To personalize your email content, use the available merge that site
fields listed at the top of the page.
d. Click Save.
Example:
74
SEE ALSO:
Enable Notifications in Experience Builder Sites

With Global Notifications, your members receive messages wherever they’re working, whether in
USER PERMISSIONS
their sites or in their apps. Members receive notifications on any screen—mobile, tablet, and desktop.
This functionality is available in Experience Builder sites based on Customer Service (Napili), Partner To create permission sets:
Central, and any Lightning Bolt solutions. • Manage Profiles and
Permission Sets
Available in: Lightning Experience To assign a permission set
to a user:
• Assign Permission Sets
To create, customize, or
publish a site:
All events that trigger notifications are supported (note that replies don’t trigger notifications). Members can even trigger notifications
on record feeds. For example, an internal member can trigger a notification from the Salesforce org by @mentioning an external member
on a lead or opportunity. When a member clicks a notification, the originating detail page or other appropriate location is displayed for
easy collaboration across sites and apps.
Note: If you use the Build Your Own (Aura) template, create the Feed Detail page so you can see notifications.
By default, the Notifications icon is hidden in existing sites and displayed in new sites.
1.
In Experience Builder, click on the left sidebar and then click Theme.
2. For the default Customer Service theme layout, show or hide Notifications for your members by selecting Hide Notifications icon
in site header.
75

Display the App Launcher in Experience Builder Sites to make it easy for members to move between
USER PERMISSIONS
their sites and their Salesforce org. This functionality is available in any site based an Experience
Builder site template or Lightning Bolt solution. To create permission sets:
• Manage Profiles and
Available in: Lightning Experience Permission Sets
To assign a permission set
to a user:
To let members see the App
Launcher:
• Show App Launcher in
Experience Builder sites
publish an Experience
The App Launcher displays a tile for every app and published site (both Tabs + Visualforce and Builder site:
Experience Builder sites). Unlike in Lightning Experience, the All Items area and AppExchange link • Create and Set Up
aren't available. Users see only the apps and sites that they’re authorized to see according to their
profile or permission sets.
The App Launcher is automatically enabled for new sites, but for older sites, you may need to enable
it manually.
1. In Experience Builder, select the Navigation Menu component in the page you’re configuring.
2. To display the App Launcher in existing sites, ensure Hide App Launcher in site header is deselected.
3. To let users see the App Launcher, ensure the Show App Launcher in Experiences Builder sites permission is enabled in user profiles
in Setup. By default, this user permission is enabled for all standard profiles but it’s not enabled for custom profiles. Enable this user
perm on custom profiles or create a permission set.
Note: The App Launcher isn’t available in Salesforce Tabs + Visualforce sites. Members who use Salesforce Tabs + Visualforce
sites and Salesforce Classic can use the global header to switch between their sites and their Salesforce org.
SEE ALSO:
Switching Between Your Salesforce Org and Your Experience Cloud Sites
76

Update basic site settings like your site URL, site name, members, login options, and general
EDITIONS
preferences in the Administration section of Experience Workspaces or Experience Management.
You can customize your site at any time, but if you plan to make major changes, we recommend Available in: Salesforce
deactivating the site first. Classic (not available in all
orgs) and Lightning
1. Open Experience Workspaces or Experience Management.
Experience
2. Click Administration, then select what you want to customize.
Important: The options available in Experience Management or Experience Workspaces Performance, Unlimited,
are based on your site template selection, permissions, and preferences. For example, if and Developer Editions
your site doesn’t use topics, you don’t see the Topics section. Some options in the following
list might not appear in your site by default. To display all sections, go to Administration >
USER PERMISSIONS
Preferences and enable Show all settings in Experience Management or Show all
settings in Experience Workspaces. To access Experience
• Administration Workspaces or Experience
Management:
• Administration
• Administration Management OR
• Administration Manage Experience OR
Create and Set Up
• Administration Experiences
• Administration • AND is a member of the
• Administration site
• Settings To access moderation rules
and criteria:
3. To share the site with stakeholders while it’s still in Preview, copy the URL displayed on the
Administration > Administration page.
Create and Set Up
By sharing your site in Preview, you can get useful feedback to incorporate before going live. Experiences
Also, by having early members post, comment, and share records, your site appears active when
members log in to the site for the first time.
Keep in mind that you must add users as members of the site before you can share the site Builder:
URL. • Create and Set Up
Experiences
After you finish customizing your site, activate the site to make it available to members. If you enable
welcome emails when you activate, a welcome email is sent to all members. If users are new portal
users, their welcome email includes their username and password.
IN THIS SECTION:
Brand Your Salesforce Tabs + Visualforce Site
If you’re using the Salesforce Tabs + Visualforce template, you can customize the look and feel of your site in Experience Workspaces
or Experience Management. You can add your own logo, colors, and copyright so that your site matches your company’s branding
and is instantly recognizable to your site members.
In Salesforce Tabs + Visualforce site and Salesforce Classic, the global header lets you switch between your sites and your Salesforce
org.
77
Add Tabs to Your Salesforce Tabs + Visualforce Site

If you’re using the Salesforce Tabs + Visualforce template, you can add tabs to your site.
EDITIONS
Tip: If you want to use all custom pages in your site, you can choose to hide tabs.
Before you begin, keep these things in mind: Classic (not available in all
orgs) and Lightning
• Enable the tabs that are required for the type of activity you’re performing in this site. For
Experience
example, sharing accounts and opportunities with your partners or sharing cases and solutions
with customers who need support. Don’t clutter your site with tabs that users don’t need. Available in: Enterprise,
• Profiles control access to tabs. If a profile doesn’t have access to a tab, the tab is hidden for that Performance, Unlimited,
profile in the site. In that case, you must manually expose the tabs in the profiles for your site and Developer Editions
members so that they can see the tabs in the site.
• Lightning Component tabs aren’t supported in Experience Cloud sites. USER PERMISSIONS
• Chatter Free users in your site don’t see any tabs except the Chatter tab.
After you identify the features you want your site members to see, you can expose those features Cloud site:
by choosing the corresponding tabs during setup. The tabs that you select also determine site • Create and Set Up
navigation in the Salesforce mobile app. Experiences AND View
2. Click Administration > Tabs. Cloud site:
Tip: If you’re using one of the preconfigured templates instead of Salesforce Tabs + • Be a member of the site
Visualforce, the Tabs page is hidden by default. To display the page, click AND Create and Set Up
Experiences
Administration > Preferences, then select Show all settings in Site Management
or Show all settings in Experience Workspaces. OR
3. Select the tabs to include in your site from the Available Tabs list. To select multiple tabs, press
AND an experience
CTRL. admin, publisher, or
4. To add a tab, click Add. To remove a tab, select it in the Selected Tabs list and click Remove. builder in that site
5. To change the order that the tabs display, click Up or Down. To publish an Experience
Cloud site:
The tab at the top of the list is the landing tab for the site. When members access the site, it’s
the first tab they see. • Be a member of the site
If members don't have access to the site landing tab, they see the first tab that they have access Experiences
to from the selected site tabs. If they don’t have access to any of the tabs, they see the Home
OR
tab.
6. Click Save. AND an experience
Important: Changing from the Salesforce Tabs + Visualforce template to an Experience that site
Builder–based template removes all tabs from your site.
SEE ALSO:
Rename the Chatter Tab
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Most likely, many of your Experience Cloud site members use the Chatter tab as their home base.
EDITIONS
You can customize it to meet your company’s branding.
The Chatter tab is the fastest way for your Experience Cloud site members to see what’s most Available in: Salesforce
important to them: activity feeds, groups, bookmarks, files, and more. Many of your site members Classic (not available in all
use the Chatter tab as their home base. Customize the name of the Chatter tab in your site to match orgs) and Lightning
your company branding—. For example, you can use your company’s name or any other name Experience
that would be recognizable to your members. Available in: Enterprise,
1. From Setup, enter Rename Tabs and Labels in the Quick Find box, then select Performance, Unlimited,
Rename Tabs and Labels. and Developer Editions
2. Select your default language from the Select Language dropdown list at the top of the
page. USER PERMISSIONS
3. Under Chatter Tabs in Experience Cloud sites, click Edit next to the site you want to edit. To rename the Chatter tab:
4. Type the singular and plural versions of your preferred tab name, for example, Partner and • Customize Application
Partners. Select Starts with a vowel sound if appropriate. OR
5. Click Save. View Setup and
Configuration
AND
Be designated as a
translator
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Brand Your Salesforce Tabs + Visualforce Site

If you’re using the Salesforce Tabs + Visualforce template, you can customize the look and feel of
EDITIONS
your site in Experience Workspaces or Experience Management. You can add your own logo, colors,
and copyright so that your site matches your company’s branding and is instantly recognizable to Available in: Salesforce
your site members. Classic (not available in all
orgs) and Lightning
Important: Follow these steps to design your site’s branding. If you’re using the Experience
Experience
Builder to create your custom pages, you can use the Experience Builder instead.
1. Open Experience Workspaces or Experience Management. Available in: Enterprise,
2. Click Administration > Administration. and Developer Editions
3. Use the lookups to choose a header and footer for the site.
First upload the files for your header and footer to the Documents tab. The header can be a GIF, USER PERMISSIONS
JPG, or PNG file with a maximum file size of 20 KB. The footer must be an HTML file. The maximum
file size for all HTML files is 100 KB. So if you have a footer HTML file that is 70 KB and you want To customize an Experience
to use an HTML file for the header, it must be 30 KB or smaller. Cloud site:
The header you choose replaces the Salesforce logo below the global header. The footer you • Be a member of the site
choose replaces the Salesforce copyright and privacy footer. AND Create and Set Up
Experiences
4. To choose a predefined color scheme, click Select Color Scheme. To select a color from the
OR
color picker, click the text box next to the page section fields.
Here’s how selected colors show up in your site and in the Salesforce mobile app. • Be a member of the site
AND an experience
Color Choice Where It Appears builder in that site
Header Top of the page, under the black global header. If you select an HTML file To publish an Experience
Background in the Header field, it overrides this color choice. Cloud site:
Top of the login page. • Be a member of the site
Login page in the Salesforce mobile app. Experiences
Page Background color for all pages in your site, excluding the login page. OR
Background • Be a member of the site
AND an experience
Primary Tab when it’s selected. admin or publisher in
Secondary Top borders of lists and tables. that site
Button on the login page.
Tertiary Background color for section headers on edit and detail pages.
5. Click Save.
SEE ALSO:
Brand Your Experience Cloud Site’s Login Page
Create Dynamic Branding URLs
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In Salesforce Tabs + Visualforce site and Salesforce Classic, the global header lets you switch between
USER PERMISSIONS
your sites and your Salesforce org.
To create permission sets:
Available in: Salesforce Classic • Manage Profiles and
Permission Sets
To assign a permission set
to a user:
Digital Experiences must be enabled in your Salesforce org to use the global header.
Important: The global header is visible only in Salesforce orgs using Salesforce Classic.
Salesforce orgs using Lightning Experience can use the App Launcher to switch between the
org and various experiences.
The View Global Header permission is disabled by default for all standard profiles. To view the global header, assign the View Global
Header permission either by selecting it on standard profiles, creating custom profiles, or by creating a permission set. Create permission
sets to easily assign this permission to specific people.
2. Click New and create a permission set that includes the System Permission View Global Header.
3. Assign the permission set to the appropriate users.
Users with this permission set see the global header at the top of all pages. They can use the menu on the left to switch between their
Salesforce Classic internal org and any experience they have access to.
The Your Name menu on the right side contains links to edit contact information and log out. Internal users can also access Salesforce
Help and links to Setup and other tools depending on user permissions and enabled features.
In a Salesforce Tabs + Visualforce site, users with either the Manage Experiences or the Create and Set Up Experiences permission see a
gear icon ( ) they can use to switch to Experience Workspaces or Experience Management.
Note: Within Experience Workspaces or Experience Management, users see the global header and the Community Management
menu, even if they don’t have the View Global Header permission. However, we recommend that you still assign the View Global
Header permission so users can switch between your Salesforce Classic internal org and experiences.
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SEE ALSO:
Override Default Pages in Your Salesforce Tabs + Visualforce Site

For Salesforce Tabs + Visualforce sites, you can use company-branded Home and Service Not
EDITIONS
Available pages by overriding the standard pages in your site.
Note: These settings don’t apply to Experience Builder sites. Available in: Salesforce
• Use a Custom Home Page in Your Salesforce Tabs + Visualforce Site orgs) and Lightning
Experience
• Use a Custom Service Unavailable Page in Your Salesforce Tabs + Visualforce Site
You can override other default pages in the Site Details settings for your Salesforce Tabs + Visualforce Available in: Enterprise,
site. To do this, open Experience Workspaces. Under Administration, click Pages and then click Go Performance, Unlimited,
to Force.com. For Salesforce Tabs + Visualforce sites, page selections in Administration automatically and Developer Editions
override any previously specified page selections in the Site Details settings.
USER PERMISSIONS
Use a Custom Service Unavailable Page in Your Salesforce Tabs + Visualforce
Site Cloud site:
On rare occasions, if your Salesforce Tabs + Visualforce site isn’t available because of a service outage, • Create and Set Up
Salesforce displays a generic Service Not Available page with Lightning Platform branding. You can Experiences AND View
replace this page with a custom company-branded static resource page for a personalized user
experience for your Salesforce Tabs + Visualforce site members. To customize an Experience
Cloud site:
The Service Not Available static resource:
• Must be a public .zip file 5 MB or smaller. AND Create and Set Up
• Must contain a page named maintenance.html at the root level of the .zip file. Other Experiences
resources in the .zip file, such as images or CSS files, can follow any directory structure. OR
• Must contain only files that have file extensions. • Be a member of the site
For more information, refer to Assigning Salesforce Site Error Pages in Salesforce Help . AND an experience
Note: This setting doesn’t apply to Experience Builder sites created with Experience Cloud. builder in that site
You can upload an Experience Builder Service Not Available page to your Salesforce Tabs +
Visualforce site as a static resource, after it has been saved. Cloud site:
1. Open Experience Workspaces or Experience Management. • Be a member of the site
2. Navigate to Administration > Pages. AND Create and Set Up
Experiences
3.
To search for and select your cutom page, click next to Service Not Available. OR
4. Click Save. • Be a member of the site
AND an experience
If there’s a service outage at any time, your community displays your selected page. A couple things
to keep in mind: that site
• This page selection doesn’t affect sites that use Site.com Studio pages.
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• The Service Not Available page, after it is customized, is available for all Salesforce Tabs + Visualforce sites in the same domain.
Depending on the needs of your organization, this may not be desirable. To avoid using the same page for all the sites in your
domain, create and assign separate Service Not Available pages for each site.
For example, consider a scenario where you have two Salesforce Tabs + Visualforce sites in your domain: a customer community
(universaltelco.my.site.com/customer) and a partner portal (universaltelco.my.site.com/partner).
If you use a custom Service Not Available page for the customer community, then the partner portal displays the same page during
a service outage. You can create and assign a separate Service Not Available page to the partner portal.
Domains with a custom URL containing a root path prefix use the site's Service Not Available page for paths that aren't custom URLs
of other sites and have their own Service Not Available pages.
For example, sites https://www.example.com/ and https://www.example.com/site1 have assigned Service
Not Available pages. Site https://www.example.com/site2 doesn’t have an assigned Service Not Available page.
Requests to https://www.example.com/, https://www.example.com/Page1, and
https://www.example.com/site2 display the Service Not Available page assigned to https://www.example.com/.
Requests to https://www.example.com/site1 and https://www.example.com/site1/Page1, display the
Service Not Available page assigned to https://www.example.com/site1.
If a site doesn’t have an assigned Service Not Available page, and the sites of parent custom URLs in the same domain also don't
have assigned Service Not Available pages, the Maintenance page is displayed.
SEE ALSO:
Use a Custom Service Not Available Page for Your Experience Builder Site
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Use a Custom Home Page in Your Salesforce Tabs + Visualforce Site

Personalize the standard Salesforce Tabs + Visualforce site home page with company branding by
EDITIONS
using a custom Visualforce or Site.com Studio page.
The Salesforce Tabs + Visualforce home page is shown to unauthenticated users in a public site Available in: Salesforce
and it allows you to specify a landing page for guest users without setting up redirects. This page Classic (not available in all
is also known as your Active Site Home page. orgs) and Lightning
Experience
Note: This setting doesn’t apply to Experience Builder sites.
1. From Setup, enter Digital Experiences in the Quick Find box, then select All Sites. Performance, Unlimited,
Click Workspaces for the site you’d like to access. and Developer Editions
2. Click Administration > Pages.
3. For the Home page: USER PERMISSIONS
a. Select the page type: Visualforce or Experience Builder (to select a published Site.com To customize an Experience
Studio page). Cloud site:
Note: If you select Experience Builder, only published Site.com Studio pages are
included in the search results. You can’t select pages from Experience Builder. Experiences
b. Enter the name of the page or leave the field blank to get a list of available options. OR
c. • Be a member of the site

Click , then click the name of the page in the search results to select it. AND an experience
4. Click Save.
For Salesforce Tabs + Visualforce sites, page selections in Administration automatically override
any previously specified page selections in the Site Details properties.
Cloud site:
Experiences
OR
AND an experience
that site
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Configure the Default Login Page to Use a Custom Home Page

If you’re using external authentication providers and a custom home page, ensure that users are
EDITIONS
accessing the correct home page.
Edit the CommunitiesLandingController so that it has the correct startURL for Available in: Salesforce
your Salesforce Tabs + Visualforce site. The CommunitiesLandingPage is the Active Site Classic (not available in all
Home Page for your site, meaning that it is shown when someone enters a direct URL to your site. orgs) and Lightning
For instance, if your domain is universaltelco.my.site.com and your site URL is Experience
customers, the CommunitiesLandingPage is shown when someone enters Available in: Enterprise,
https://universaltelco.my.site.com/customers. Performance, Unlimited,
There are two methods for using a custom home page. and Developer Editions
• Update the CommunitiesLandingController code to redirect to the new page:

1. From Setup, enter Apex Classes in the Quick Find box, then select Apex Classes. USER PERMISSIONS
2. Click Edit next to CommunitiesLandingController. To access Experience

Workspaces:
3. Replace the code so that it reads:
Create and Set Up
Experiences
site
settings:
Experiences
site
To edit Apex classes:

• Author Apex
public with sharing class CommunitiesLandingController {

public PageReference forwardToStartPage() {
}
}
4. Replace https://universaltelcom.my.site.com with the URL for your site.

5. Click Save.
• Alternatively, you can replace the Active Site Home Page with a custom Visualforce page.
1. From Setup, enter Digital Experiences in the Quick Find box, then select All Sites.
2. Click Workspaces next to the site name.
3. Click Administration > Pages > Go to Force.com.
4. In the Site Detail section, click Edit.
5. In the Active Site Home Page field, select your custom Visualforce page.
6. Click Save.
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When a user enters the URL, they see the new Active Site Home Page.
Add Custom Pages That Don’t Require Login

Within a site, portal, or community created with Experience Cloud, you can have publicly available pages that are accessible without
requiring login, making them ideal for landing or marketing pages.
Important: This topic applies only to sites created with Salesforce Tabs + Visualforce.
Salesforce Tabs + Visualforce sites use Salesforce Sites technology to set a custom domain for your org and a URL prefix for each site
created. If you want to further customize your sites beyond what’s available in setup, you can use Salesforce Sites or Site.com to create
customized pages.
Tip: Salesforce Tabs + Visualforce sites can have a combination of Visualforce and Site.com pages. By default, the pages you create
don’t require login, but you can add authenticated pages if needed.
2. Click Administration > Pages and then in the Advanced Customizations area, click either:
• Go to Lightning Platform to create pages that don’t require login or edit out-of-the-box error pages.
• Go to Site.com Studio to open Site.com Studio, where you can create public, branded pages. (You can also create authenticated
pages that require login.)
3. After you create a public page in Site.com Studio, you must publish the Site.com site to allow users to access the page.
For more information about creating pages, refer to these resources:
• Creating Site.com Pages
• Managing Salesforce Site Visualforce Pages
• Manage Salesforce Sites Standard Pages

You can allow members to preview your Experience Cloud site before making it active.
EDITIONS
You can share the link for a preview site only with users who were added as members of the site.
Sharing a link to an Experience Cloud site in Preview status allows you to easily gather stakeholder
feedback. The site functions just as it will when you make it active, so stakeholders can try out all
orgs) and Lightning
functionality and review your branding and customizations. Additionally, you can take advantage
Experience
of having early members who can post, comment, and share records so that members enter an
active site from their first login. Available in: Enterprise,
1. Open Experience Workspaces.
2. Click Administration > Settings.
3. Copy the URL displayed on the page and share it with your stakeholders. USER PERMISSIONS
To share a preview URL for

SEE ALSO:
your site:
Customize Salesforce Tabs + Visualforce Sites • Create and Set Up
Experience Cloud Site Statuses Experiences
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Redirect Users to Your Experience Cloud Site Pages

Redirect users to your Experience Cloud site pages from non-Salesforce pages on the same domain
EDITIONS
or within the same Experience Cloud site.
When you redirect your pages to Experience Cloud site pages, you maintain the discoverability and Available in: Enterprise,
SEO equity of your Aura and LWR sites. Performance, Unlimited,
and Developer editions
1. To set up URL redirects, add the source and target URLs to a CSV file. You can use the provided
sample CSV template to add your URLs.
External Redirects USER PERMISSIONS
The source URL is the external page that you want to direct your users away from. The target To create an Experience
URL is the Experience Cloud site page that you want to redirect your users to. For the source Cloud site:
URL, include everything after the domain name. For the target URL, include everything after • Create and Set Up
/s. Experiences AND View
Sample CSV Template Setup and Configuration
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
/source, /target
/case/oldCaseLocation, /case/500RM000003UjsEYAS/my-case-2
In this example, https://MyDomainName.com/case/oldCaseLocation redirects to

https://MyDomainName.com/TargetSite/s/case/500RM000003UjsEYAS/my-case-2.
Internal Redirects
The source URL is the Experience Cloud site page you want to direct your users away from. The target URL is the page in the
same Experience Cloud site where you want to redirect your users to. For the source and target URLs, include everything after
the domain name.
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Sample CSV Template

/source, /target
/TargetSite/s/account/001RM000005Su9JYAS/acme, /newaccount/001RM000005Su9JYAS/acme
In this example, https://MyDomainName.com/TargetSite/s/account/001RM000005Su9JYAS/acme

redirects to https://MyDomainName.com/TargetSite/s/newaccount/001RM000005Su9JYAS/acme.
Note: Variables in the URLs aren’t yet supported. Provide the exact URL string.
2. To import your CSV file in Experience Workspaces, click Administration > URL Redirects > Import. The redirects go live as soon
as they’re successfully uploaded.
Note: Importing a new CSV file overwrites the existing redirect file. To add URLs redirects without replacing existing redirect
rules, first export your existing redirects as a CSV file. Add the new URLs to the file you downloaded, and then import the CSV
file again.
URL Redirects setup considerations

• If the file size is 10,240 bytes or smaller and uploads successfully, a summary of your most recent import appears on the URL Redirects
page.
• If the file size exceeds 10,240 bytes, or if the total number of URLs previously imported is over 100, an email notifies you of the import
status. Refresh the URL Redirects page to see your import summary.
• You can add up to 6,000 URLs per org by default. To configure more URLs, contact Salesforce Support.
• To delete or deactivate existing redirects, use the Lightning Platform REST API to interact with the SiteRedirectMapping object. Don’t
import a blank CSV file from the URL Redirects page.
• To configure internal redirects for a site that exists on multiple domains, create redirect entries with the corresponding path prefixes
for all of the domains. For example,
MyDomainCommunity/s/source, /target
/CustomDomainCommunity/s/source, /target
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Activate Your Site

Activate your site to make it accessible to members. The result of activation differs somewhat
EDITIONS
depending on whether you have a Salesforce Tabs + Visualforce site or a Lightning site.
• Salesforce Tabs + Visualforce: Activating the site makes the site URL active and enables login Available in: Salesforce
access for members. If welcome emails are enabled when you activate, a welcome email is sent Classic (not available in all
to all members. If any of those users are new users, their welcome email includes their username orgs) and Lightning
and password. Experience
• Lightning sites: Activating the site sends out a welcome email to all members. Activation is Available in: Enterprise,
also required to successfully set up SEO for Lightning sites. To make the URL active and enable Performance, Unlimited,
login access for members, publish the site. and Developer Editions
Note: If your organization has enabled enhanced domains, site traffic is routed through a
Salesforce content delivery network (CDN) partner. The partner is Akamai. Contact Salesforce USER PERMISSIONS
Customer Support to opt out of the Salesforce CDN.
To activate a site: Cloud site:
1. From Setup, enter Digital Experiences in the global search box. Select Sites. • Create and Set Up
2. Open Experience Workspaces or Experience Management. Setup and Configuration
3. Click Administration > Administration. To customize an Experience
Cloud site:
4. Click Activate.
5. Click OK. AND Create and Set Up
Note: To ensure your contributors can access Experience Builder and Workspaces in an Experiences
inactive community, enable the “Modify All Data” permission. OR
AND an experience
SEE ALSO: admin, publisher, or
Experience Cloud Site Statuses builder in that site
Customize Salesforce Tabs + Visualforce Sites To publish an Experience
Deactivate an Experience Cloud Site Cloud site:
Experiences
OR
AND an experience
that site
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Experience Cloud Site Statuses

Experience Cloud sites can have one of these statuses: preview, inactive, and active.
EDITIONS
Status Description Available in: Salesforce
Preview Customization of the Experience Cloud site isn’t complete, and the site has never Classic (not available in all
been activated. Once you activate an Experience Cloud site, you can’t go back to orgs) and Lightning
Experience
Preview status.
Users with Create and Set Up Experiences can access sites in Preview status if Available in: Enterprise,
their profile or permission set is associated with the site. They can also share a link Performance, Unlimited,
to these sites with users whose profiles or permission sets are associated with the and Developer Editions
site. The link for sharing a Preview site is located in Experience Workspaces,
under Administration.
No welcome emails are sent even if Send welcome email is selected.
Note: If your org’s access to Experience Cloud is suspended for non-payment,

all your sites are deactivated, including those in Preview. When Experience
Cloud is re-enabled, all sites are inactive. You can activate them, but you can’t
return to the Preview state.
Inactive The Experience Cloud site was previously Active but was deactivated.
You may want to deactivate a site if you need to:
• Add or remove members
• Add, remove, or change the order of tabs
• Change the color scheme
• Change the site URL
When you deactivate an Experience Cloud site , it no longer appears in the dropdown
menu. Users with Create and Set Up Experiences can still access the setup for
Inactive sites regardless of membership. If members try to access Inactive
sites using a direct link, they see an error page.
Welcome emails are sent if Send welcome email is selected or if the user’s
email settings are not enabled.
Active The Experience Cloud site is active and available to members.

Welcome emails are sent to new members if Send welcome email is selected.
SEE ALSO:
Activate Your Site
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Update Your Experience Cloud Site Settings

Manage your Experience Cloud site name, description, status, and template all from one location.
EDITIONS
You can change your site name and URL after the site is activated, but users aren’t redirected to
the new URL. So be sure to inform your members before changing the name or URL. Available in: Salesforce
orgs) and Lightning
2. Click Administration > Settings. Experience
3. Edit your settings as needed. Available in: Enterprise,
• Select next to the site you want to change, and make your changes. You can change Performance, Unlimited,
your URL from this page. However, if you’ve already activated your site, users aren’t redirected
to the new URL.
• Manage the status of your site. USER PERMISSIONS
• Change the template. To customize an Experience
Cloud site:
SEE ALSO: • Be a member of the site

Change Your Experience Cloud Site Template Experiences
Experience Cloud Site Statuses OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
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You may want to deactivate an Experience Cloud site if you need to add or remove members; add,
EDITIONS
remove, or change the order of tabs; change the color scheme; or change the URL.
1. From Setup, enter Digital Experiences in the Quick Find box, then select All Sites. Available in: Salesforce
2. Click Workspaces next to the site you want to deactivate.
orgs) and Lightning
3. Click Administration > Settings. Experience
4. Click Deactivate. Available in: Enterprise,
Your site is inactive and offline. Performance, Unlimited,
When a site is inactive, members still see it in the menu, but can’t access it unless they have and Developer Editions
the Create and Set Up Experiences permission.
USER PERMISSIONS
SEE ALSO:
Experience Cloud Site Statuses Cloud site:
Activate Your Site • Create and Set Up
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
92
Change Your Experience Cloud Site Template

If you use the Salesforce Tabs + Visualforce template, you can change your template to an Experience
EDITIONS
Builder template or any installed Lightning Bolt Solution in Experience Builder.
Note: Apart from the Help Center template, we don’t recommend changing from one Available in: Salesforce
Experience Builder template to another. So for example, avoid changing from a Customer Classic (not available in all
orgs) and Lightning
Service template to a Partner Central template. Although the functionality is available for
Experience
these templates, we recommend that you start afresh with a new Experience Cloud site
instead. If you do change from one Experience Builder template to another and lose your Available in: Enterprise,
customizations, Salesforce Customer Support is unable to assist you. Performance, Unlimited,
Important: There is no data loss when you change templates, but all customizations are
lost. Be sure to review Considerations for Changing Your Template before changing your
template. USER PERMISSIONS
1. Open Experience Workspaces. To create an Experience
2. Click Administration > Settings. A message warns you that changing your site s template Cloud site:
permanently deletes all existing customizations and pages. • Create and Set Up
3. Click Change Template. Setup and Configuration
4. Choose the template you want to switch to. To customize an Experience
Cloud site:
5. When prompted, select Change Template to confirm your changes.
After you change the template, you are taken back to Experience Workspaces. AND Create and Set Up
Check to make sure your site pages, such as the Login page or Home page, are still the best choice Experiences
for your updated site template. For example, if you previously had a Salesforce Tabs + Visualforce OR
template and switch to the Customer Service template, update your pages to use Experience Builder
pages instead of Visualforce pages. If necessary, customize your site in Experience Builder and
AND an experience
publish any changes you make. admin, publisher, or
Cloud site:
Experiences
OR
AND an experience
that site
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Considerations for Changing Your Template

Changing your template affects the Experience Cloud site navigation, branding, and customizations.
EDITIONS
Note: Apart from the Help Center template, we don’t recommend changing from one
Experience Builder template to another. So for example, avoid changing from a Customer Available in: Salesforce
Service template to a Partner Central template. Although the functionality is available for Classic (not available in all
orgs) and Lightning
these templates, we recommend that you start afresh with a new Experience Cloud site
Experience
instead. If you do change from one Experience Builder template to another and lose your
customizations, Salesforce Customer Support is unable to assist you. Available in: Enterprise,
• When you change your template, Salesforce object data carries over, but branding and Performance, Unlimited,
component customizations don’t. As a result, you must reconfigure any customizations in the and Developer Editions
new template.
• Changing the template updates the available options in Experience Workspaces. To view all available options regardless of template
selection, select Administration > Preferences > Show all settings in Workspaces.
• Your Experience Cloud site URL changes when switching from a Salesforce Tabs + Visualforce template to any other template type.
Specifically, /s is appended to the site URL. Be sure to update any links to your site with the updated URL.
• In active Experience Cloud sites:
– When you switch to an Experience Builder template, your template change is saved in a draft version. Use the draft version to
further customize your site in Experience Builder. Yoursite is updated only after you publish your changes.
– When you switch to the Salesforce Tabs + Visualforce template from any other template, your changes immediately reflect in
your active site. In this scenario, we recommend that you deactivate your site before you change your template. After you’ve
made all your changes, reactivate the site.
– If your template is listed as None, then you’re not using a predefined template or you’re using a modified version of one.
• After importing a B2B Commerce template, the My Account and Lists options on navigation menus, such as the Customizable User
Profile Menu, require some follow-up. Edit the menu and reconnect these options with their pages.
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Enable other optional features in your Experience Cloud site such as user nicknames, guest access,
EDITIONS
private messages, direct messages, content flagging, and reputation levels.
To use these settings, Chatter must be enabled in your org. Available in: Salesforce
orgs) and Lightning
2. Click Administration > Preferences. Experience
3. Change the desired settings. Available in: Enterprise,
General Performance, Unlimited,
• Show nicknames instead of full names in your site. Enabling nickname display allows
more privacy and protects member identities. This protection is especially helpful in a
public site where unregistered visitors can access member profiles. USER PERMISSIONS
• Enable Chatter messages, which allows members to have secure private conversations
with other Chatter users. To expose Chatter messages for external users, administrators Cloud site:
must also enable the Chatter tab in sites using the Salesforce Tabs + Visualforce template.
• Enable direct messages, which allows members to have secure private conversations AND Create and Set Up
in sites built using the Customer Service template. Experiences
• Let guest users view asset files and CMS content available to the site. Asset files include OR
images associated with topics, recognition badges, site branding, and account branding.
If public access is enabled in Experience Builder at the page or site level, this preference
AND an experience
is automatically enabled. admin, publisher, or
• Use custom Visualforce error pages, if you want authenticated users to see your custom builder in that site
branded Visualforce error pages.
• Show all settings in Workspaces that are hidden by default based on how you set up Cloud site:
your site. Enabling this setting overrides the dynamic navigation provided in Experience • Be a member of the site
Workspaces. AND Create and Set Up
Experience Management Experiences
OR
• Allow members to flag posts, comments, or files for moderation on page 672. Members
can flag items that contain inappropriate language or sensitive information. • Be a member of the site
• Enable Upvotes and Downvotes to allow members to participate in evaluating the AND an experience
worth of a question or answer. Up and down voting is enabled by default in sites created
that site
as of Winter ’18 and later.
• Enable Reputation on page 722 to allow community managers to set up a point system
that rewards users who participate in the site. Administrators set up corresponding reputation levels that users see on their
profile.
• Enable knowledgeable people on page 722so you can discover who’s knowledgeable on topics and endorse people for
their knowledge on a topic.
Files
• Set the maximum size in MB for uploaded files.
• Specify the types of files that can be uploaded.
4. Click Save.
These additional optional features can be found in Setup and other areas of Experience Workspaces.
• Assign Permission to Verify Answers for Your Company to allow selected members to mark an answer as company verified.
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• Assign Post Pinning Permission to allow selected members to pin a critical post to the top of a group or topics feed.
• Assign a Default Experience to a User Profile to associate that profile with a specific Experience Cloud site. Notification emails about
site-agnostic objects, like cases, accounts, and opportunities, take on the default site’s branding. Links in the emails take users to the
default site—no more news from nowhere.
• Add Rich Publisher Apps to Your Feeds to enhance your feeds with items that are unique to your business process.
IN THIS SECTION:
Show Nicknames Instead of Full Names in an Experience Cloud Site
Enabling nickname display in your Experience Cloud site allows more privacy and protects member identities. This protection is
especially helpful in a public site where unregistered visitors can access member profiles.
Streamline Customer Support with Customer Insights
Customer Insights informs support agents working in the Service Console whether the customer has looked at the pertinent
documentation. It also shows if the customer has filed a case before calling support. As a result, agents don’t suggest articles that a
customer has accessed or open duplicate cases, decreasing customer frustration and improving support.
Use Custom Visualforce Error Pages for Authenticated Users
If you have customized Visualforce error pages, you can have those pages display for authenticated Experience Cloud site users.
Work with Files in Your Experience Cloud Site
Customize Salesforce Files settings and understand file sharing and visibility to get the most out of Files in your Experience Cloud
site.
Configure a Custom Domain for Your Experience Cloud Site
Set up a custom domain so that your Experience Cloud site URLs reflect your company brand.
Add the Global Search Box to Your Customized Experience Cloud Site HTML Header
If you customize your Experience Coud sites with an HTML header, you hide the global search box. To take advantage of this search
functionality, add a form to your custom header.
Choose a Landing Tab
If you are using the Salesforce Tabs + Visualforce template, you can select a landing tab for your site.
SEE ALSO:
Give Secure Access to Unauthenticated Users with the Guest User Profile
Enable Members to Flag Items in Your Experience Cloud Site
Enable Reputation in Your Experience Cloud Site
Limit Files in Your Experience Cloud Site
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Enabling nickname display in your Experience Cloud site allows more privacy and protects member
EDITIONS
identities. This protection is especially helpful in a public site where unregistered visitors can access
member profiles. Available in: Salesforce
All users have nicknames by default, which they can modify by going to Your Name > Settings Classic (not available in all
in their user profile. orgs) and Lightning
Experience
2. Click Administration > Preferences. Available in: Enterprise,
3. Select Show nicknames, then click Save. and Developer Editions
Nicknames appear in place of first and last names in almost all locations in the Experience Cloud
site. For example, they appear in feeds, list views, groups, search results, recommendations, private USER PERMISSIONS
messages, and on user profiles and files. The Salesforce mobile app and any sites activated using
Experience Builder templates show nicknames as well. To enable nickname display:
When your users make API calls from a site with nicknames enabled, you can hide the first and last • Create and Set Up
Experiences
name fields in SOAP API for Experience Cloud site users. Enable the Hide first and last name fields
in the SOAP API for site users, when making API calls from within a site with nicknames AND
enabled setting in Setup > Digital Experiences > Settings. Is a member of the
Experience Cloud site
A few restrictions to keep in mind about nickname display:
• Records and user lookups on records show full names. Keep in mind, though, that you can
control record and user visibility with sharing rules.
• Mobile notifications in the Salesforce mobile app show full names. You can turn off mobile notifications in the app to avoid this
display.
• Searches by first, last, and full names aren’t restricted and return matches, but the search results display only nicknames. Global
search auto-complete recommendations show any first, last, and full names that the user has searched by or accessed via a record
or another location. The recent items list also shows first, last, and full under the same conditions.
Note: Contact Salesforce Support if you'd like Experience Cloud site users to see nicknames in notifications shown in a site. Some
notification types don't support nicknames, and always show first and last names instead.
SEE ALSO:
Streamline Customer Support with Customer Insights

Customer Insights informs support agents working in the Service Console whether the customer
EDITIONS
has looked at the pertinent documentation. It also shows if the customer has filed a case before
calling support. As a result, agents don’t suggest articles that a customer has accessed or open Available in: Salesforce
duplicate cases, decreasing customer frustration and improving support. Classic (not available in all
orgs) and Lightning
IN THIS SECTION: Experience
Set Up Customer Insights Available in: Enterprise,

Enable Customer Insights in your org and then set it up for each Experience Builder site you Performance, Unlimited,
have. and Developer Editions
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Considerations When Using Customer Insights

When you enable Customer Insights in your org, you’re allowing data to be gathered from site members and stored in Salesforce.
Here are some things to keep in mind when using Customer Insights.
Set Up Customer Insights

Enable Customer Insights in your org and then set it up for each Experience Builder site you have.
EDITIONS
2. Select Administration > Preferences.
3. Select Gather Customer Insights data. orgs) and Lightning
4. Click Save. Experience
5. Assign the View Customer Insights profile permission to the customer support profiles that Available in: Enterprise,
require it. Performance, Unlimited,
6. If you’re using Salesforce console in Lightning Experience, open Lightning App Builder and
simply drag the Customer Insights component to any case or contact page layout.
7. If you’re using Salesforce console in Salesforce Classic, add the Customer Insights component USER PERMISSIONS
by placing its Custom Console Component on the contact or case page layout. We recommend To enable Customer Insights
placing the component in the left sidebar, stacked, with a 400 pixel width. in a site:
Your support agents see if the customer has opened a case, and which articles have been • Access Experience
viewed in a site directly in the Service Console app. Management OR
Manage Experiences
AND
Is a member of the site
To edit profiles:
Permission Sets
AND
Customize Application
To create and save Lightning

pages in Lightning App
Builder:
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Note:
• Customer Insights checks the following: assets, contracts, cases viewed, articles viewed, article votes, posts made, posts
viewed, custom objects, orders, products, and tasks.
• Customer Insights data is stored in the NetworkUserHistoryRecent object. API access to the object is limited to
users with the “Modify All Data” permission.
• Customer Insights isn’t available in sandbox environments.
• Articles viewed through the Case Deflection component aren’t listed on the Community 360 component that can be
added to the contact layout.
SEE ALSO:
Add Console Components to Page Layouts in Salesforce Classic
Considerations When Using Customer Insights

When you enable Customer Insights in your org, you’re allowing data to be gathered from site
EDITIONS
members and stored in Salesforce. Here are some things to keep in mind when using Customer
Insights. Available in: Salesforce
• Customer Insights gathers and stores page views of logged-in site members. Agents can view Classic (not available in all
activity on articles, assets, contracts, custom objects, discussions, orders, products, and tasks. orgs) and Lightning
Experience
• When you enable Customer Insights, you are authorizing data to be gathered from all logged-in
site members. You can’t exclude specific profiles from being tracked. Available in: Enterprise,
• Only Salesforce users with the View Customer Insights profile permission see the Customer Performance, Unlimited,
Insights data. and Developer Editions
• Customer Insights isn’t supported in sites created using the Salesforce Tabs + Visualforce
template.
• Customer Insights is only available for business accounts, not person accounts.
• Customer Insights doesn’t track Salesforce for Android and Salesforce for iOS activity.
• If Customer Insights is enabled and Data Protection and Privacy is turned on, privacy settings must be complete for information
to stay updated. To avoid missing information, make sure you:
– Set up the Individual object with the fields you want to track.
– Add the Individual field to the Contacts page layout.
– From the Individual object, create records for the users you want to track with Customer Insights.
– Connect user accounts with their Individual records. From a Contact record, find the Individual field, and search for the associated
user.
For more information on data protection and the Individual object, see Set Up Tracking and Storage of Certain Data Privacy Preferences.
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If you have customized Visualforce error pages, you can have those pages display for authenticated
EDITIONS
Experience Cloud site users.
To assign or customize your Visualforce error pages, in Experience Workspaces, click Available in: Salesforce
Administration > Pages and click Go to Force.com. The Error Pages section lists your current Classic (not available in all
page selections. orgs) and Lightning
Experience
When Use custom Visualforce error pages is selected, users who are logged in to the Experience
Cloud site see your custom Visualforce error pages. When Use custom Visualforce error pages Available in: Enterprise,
isn’t selected, users logged in to the site see the default Visualforce error pages. Guest users who Performance, Unlimited,
aren’t logged in to the site always see the custom Visualforce error pages, regardless of whether and Developer Editions
you select the checkbox.
1. Open Experience Workspaces. USER PERMISSIONS
2. Click Administration > Preferences.
3. Select Use custom Visualforce error pages, then click Save. Cloud site:
SEE ALSO:
Experiences
Assigning Salesforce Site Error Pages
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
Work with Files in Your Experience Cloud Site

Customize Salesforce Files settings and understand file sharing and visibility to get the most out of
EDITIONS
Files in your Experience Cloud site.
orgs) and Lightning
File Visibility and Sharing in Experience Cloud Sites
Experience
When sharing and viewing files, context matters. Experience Cloud site files are tied to the site
context in which they’re created or uploaded, with a few exceptions. Available in: Enterprise,
Customize Experience Cloud Site Libraries with Images
Give each library a unique look by branding it with an image.
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Restrict the size and types of files that your members can upload. This list of file types lets you control what your members upload
and also prevents spammers from polluting your Experience Cloud site with inappropriate files.
Make Files on Records Visible to Customers
The Customer Access toggle on a file’s sharing detail page lets you decide when customers can see individual files on records.
Display Optimized Images on Mobile Devices
Asset file images are optimized for mobile display in Experience Cloud istes. Mobile-optimized image display creates a version of
images that is better suited to a small screen and slower connection. This preference, which is enabled by default, lets customers
who use file assets in sites see logos and product images faster on mobile devices.
File Visibility and Sharing in Experience Cloud Sites

When sharing and viewing files, context matters. Experience Cloud site files are tied to the site
EDITIONS
context in which they’re created or uploaded, with a few exceptions.
Table 1: File Visibility and Sharing in Experience Cloud Sites
Who What File Visibility File Sharing orgs) and Lightning
Experience
Site user Files - Regardless of the Experience For files that are not in libraries, you
general Cloud site, users see files: can only share them in the Experience Available in: Enterprise,
• they own Cloud site where they were uploaded. Performance, Unlimited,
For files in libraries that you can access, and Developer Editions
• shared with them directly
you can share them across sites when
• shared to an Experience you share to a record. You can’t share
Cloud site they’re a files from the file detail page in
member of Experience Cloud sites.
• shared to a group they can Prevent others from sharing and
access unsharing a file that you own by
• they can access within a checking the Prevent others from
library sharing and unsharing option on
• posted to a record they the file’s sharing settings or detail
have access to and when page.
visibility on that file is set
Note:
to allow them to access it
Users with the Manage Experiences
Note: When you
permission or Access Experience
enable Chatter for your
Management can share files across
org, make sure you’ve
sites. For example, a file created in site
also enabled Chatter
A can be shared in site B.
for your users. This way,
they can access all
Salesforce files in your
org, including asset
files.
Site user Files shared To view a file, the user must be If users can view a file, they can share
with users a member of the Experience it, unless the Prevent others from
Cloud site the file was created sharing and unsharing option is
in. enabled.
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Who What File Visibility File Sharing

Site user Files shared with To view a file shared with a group, the user To share a file with a group, the group and the file
groups must have access to the group and the must be in the same Experience Cloud site.
Experience Cloud site where the file was
uploaded.
Site user Files on records To view a file on a record, the user requires A library file can be shared with a record with no
access to the record. The file visibility on restrictions. Use the Customer Access switch on a
the record must be set to allow site users. file’s sharing detail page to allow customers to see
individual files on records.
Site user Files in libraries Site users who are members of a library To share a file with a library, you must be a member
can view files in that library. of the library.
Users with the Manage Experiences permission or
Access Experience Management can share library files
across sites.
Guest user Files - general To give guest users access to files in To let guest users upload files in Experience Cloud
Experience Cloud sites, select Give access sites, select Allow site guest users to upload files
to public API requests on Chatter in in Setup > Salesforce Files > General Settings.
Experience Workspaces >
Administration > Preferences.
Guest user Files shared with When your Experience Cloud site allows
records guest users, they can access a file shared
with a record on any entity, such as an
account or opportunity.
Note: Guest users can view Notes

and Attachments but not the Files
Related List.
Learn how to enable Customer Access for
a file.
Example: To share from a library to a group in an Experience Cloud site, upload the file to the Files component in a site. This is
an example of uploading to the library within the context of the site. Alternatively, you can share the file with a record, or custom
object that is accessible in the site.
Example:
Note: Salesforce doesn't remove geolocation information from uploaded images.
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Customize Experience Cloud Site Libraries with Images

Give each library a unique look by branding it with an image.
EDITIONS
Library users can identify libraries at a glance without having to figure out which library to access.
Library administrators can change images as libraries evolve or switch off branding. Available in: Lightning
Experience
Available in: Professional,

Enterprise, Performance,
and Unlimited Editions
USER PERMISSIONS
To customize a library:
• Manage Salesforce CRM
Content
OR
Manage Library
1. To add a custom library image, from Files Home, click the dropdown to the right of a library, and choose Edit Library Details.
2. Click Upload Image under Library Image. For best results, choose an image in a 16:9 aspect ratio (for example, 480 pixels by 270
pixels).
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Note: Branded library images are visible only in the desktop Libraries component tile view. Depending on their permissions, some
external users can see library asset images, even if they’re not library members. Choose images that you’d like everyone to see.
You can remove custom images anytime. If you don’t add a custom image, the default library image appears on the folder.

Restrict the size and types of files that your members can upload. This list of file types lets you control
EDITIONS
what your members upload and also prevents spammers from polluting your Experience Cloud
site with inappropriate files. Available in: Salesforce
File moderation must be enabled for your org before you can limit files in your Experience Cloud Classic (not available in all
site. If you don’t see the option to limit files in Experience Workspaces, contact Salesforce. orgs) and Lightning
Experience
Your file limits apply to files uploaded by members anywhere in the site—in posts and comments,
directly in the Files tab, and from the Salesforce mobile app. You can also set file limits using SOAP Available in: Enterprise,
or Metadata API. Performance, Unlimited,
Files uploaded before setting your file limits are unaffected. However, newer versions of those files
must meet the limits you specify.
Keep the following things in mind: USER PERMISSIONS
• A file must meet the file limits set in the Experience Cloud site in which it’s uploaded. For To limit files:
example, if a customer uploads a file on a case and then an agent uploads a newer version in • Manage Experiences OR
your Salesforce internal org, the limits from the customer site still apply. Create and Set Up
Experiences
• Files uploaded in your internal Salesforce org that are shared in a site aren’t subject to site file
limits. AND
1. Open Experience Workspaces. Is a member of the

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2. Select Administration > Preferences, then enter your limits in the Files section on the page.
• Maximum file size in MB—Enter a number between 3 MB and your org’s maximum file size. To use the default limit
of 2 GB, leave this field empty or enter 0.
• Allow only these file types—Enter file extensions separated with a comma (for example: jpg,docx,txt).
You can enter lowercase and uppercase letters. You can enter up to 1,000 characters. To allow all file types, leave this field empty.
3. Click Save.
After you set your file limits, members receive an error message if their file is larger than the size you set or if their file extension isn’t
allowed.
When a member tries to upload multiple files at once and a file is found that doesn’t meet your limits, none of the files are uploaded.
Note: By default, guest user files are blocked from being uploaded. Once developer customizations (Lightning pages, for instance)
have been created, admins can change the settings to let guest users upload files. To enable, go to Setup and in Salesforce Files >
General Settings select Allow site guest users to upload files.
Note: Files uploaded by guest users are unassigned. Unassigned files are public by default. We recommend setting up a trigger
to assign an owner to files uploaded by guest users. You may also wish to restrict file upload size or type using file moderation.
SEE ALSO:
Make Files on Records Visible to Customers

The Customer Access toggle on a file’s sharing detail page lets you decide when customers can see individual files on records.
Ensure that your customers can access files on records. Enable digital experiences to view the Customer Access option on a file’s sharing
detail page. Users with collaborator or owner access to the file can change the Customer Access option. Users with view-only access to
the file have read-only access to the Customer Access Option. External users can’t see this option.
On Files home in Salesforce, from the row-level action list or file preview, click Share. To see where the file is shared, in the sharing detail
window, expand the Who Can Access section. The customer access option is visible in the sharing detail of any file shared with a record.
To set the sharing level, in the menu next to the Customer Access option, select Viewer to give the customer view access to the file. If
you choose Set by Record, then the customer’s file access depends on their record access. View access on the record provides view
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access to the file, and edit access on the record provides collaborator access on the file. The Customer Access option isn’t available to
files shared with users, groups, workspaces, Experience Cloud sites, or orgs. If your org doesn’t have Experience Cloud enabled, the
sharing setting for files on records defaults to Customer Access - Enabled. If you do enable digital experiences in your org, check record
access settings to ensure you’re sharing the files you want with the correct customer users.
Note: You can only share files to records from the record using the Files related list or posting in the record’s feed.
To set the sharing settings for files sent through email, make sure that the email is in a draft form for the settings to go into effect.
Note: Salesforce doesn't remove geolocation information from uploaded images.
SEE ALSO:
Make a File Private on a Record
Display Optimized Images on Mobile Devices

Asset file images are optimized for mobile display in Experience Cloud istes. Mobile-optimized image display creates a version of images
that is better suited to a small screen and slower connection. This preference, which is enabled by default, lets customers who use file
assets in sites see logos and product images faster on mobile devices.
To disable this preference, deselect Optimize images for mobile devices in Experience Workspaces under Administration >
Preferences.

Set up a custom domain so that your Experience Cloud site URLs reflect your company brand.
USER PERMISSIONS
Note: HTTPS is required for using a domain with authenticated Experience Cloud sites.
To view a domain:
1. From Setup, enter Domains in the Quick Find box, then select Domains. • View Setup and
Configuration
2. Click Add a Domain.
To add a domain:
3. Enter the domain name. • Customize Application
4. Choose the HTTPS domain configuration option you want to serve this domain with. Optionally, OR View Setup and
Configuration plus either
specify a CNAME value if you’re using a non-Salesforce provider to serve your domain.
a Site.com Publisher
Note: In Professional Edition orgs with Pardot, you must choose Salesforce serves the license or Create and Set
domain over HTTPS using a Salesforce content delivery network (CDN) partner. Up Experiences
To edit or delete a domain:
5. To avoid vulnerabilities during HTTP redirects and to have supported web browsers always use • Customize Application
secure HTTPS connections for your domain, select Allow HSTS preloading registration. This
setting adds the preload directive to the HSTS header. After you enable this setting, you
must submit your domain at https://hstspreload.org.
Note: This setting applies only to domains that are eligible for HSTS preloading. Domain names can consist of a public suffix
plus one additional label, For example, example.com and example.co.uk are eligible, but www.example.com,
www.example.co.uk, and sub.example.com aren’t eligible.
6. Add a certificate if you have already set up a CA-signed certificate that supports this domain.
7. Click Save. To add another domain, click Save & New.
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If you plan to host more than one Experience Cloud site on a domain, you’ll need to set up custom URLs for each site. Custom URLs are
the way to uniquely distinguish the sites within that domain. From Setup, enter Custom URLs in the Quick Find box, then
select Custom URLs.
Before pointing your domain name’s CNAME to a new target name, ensure that the target name exists in the DNS by using dig or
nslookup. The target of your CNAME depends on when you create your domain name.
• To use HTTPS for domain names added before the Summer ’13 release, adjust your CNAME to point to the FQDN followed by
.live.siteforce.com instead of to the org’s force.com subdomain. For example, if your pre-Summer ’13 domain is
www.example.com, its CNAME target is www.example.com.live.siteforce.com instead of
example.force.com.
• Domain names added in Summer ’13 or earlier don’t have the 18-character org ID in the CNAME target.
• Domain names added in Summer ’13 or later point to the location for setting up HTTPS in a custom domain.
• Domain names added in Winter ’14 or later use a CNAME that points to the FQDN followed by your org’s 18-character ID and
.live.siteforce.com. For example, if your domain name is www.example.com and your 18-character org ID is
00dxx0000001ggxeay, its CNAME target is www.example.com.00dxx0000001ggxeay.live.siteforce.com.
SEE ALSO:
Manage Your Domains
Manage Domains and Custom URLs
Add a Domain
Add the Global Search Box to Your Customized Experience Cloud Site HTML Header
If you customize your Experience Coud sites with an HTML header, you hide the global search box.
EDITIONS
To take advantage of this search functionality, add a form to your custom header.
You can add the global search box to both Experience Builder and Salesforce Tabs + Visualforce Available in: Salesforce
sites. Classic (not available in all
orgs) and Lightning
Note: You are automatically redirected to a Classic UI, when configuring this feature in an Experience
Experience Builder site.
1. In your customized HTML header, embed a form similar to this one. Performance, Unlimited,
<form action="/<site name>/search/SmartSearch" method="get">

<input id="phSearchInput" type="text" name="str"/>
<input type="submit" value="Search"/>
</form>
2. Replace <site name> with the unique value you used for the URL when creating the Experience Cloud site.
For example, if you entered customers as the unique value for your site URL, the form would look like this example:
<form action="/customers/search/SmartSearch" method="get">
<input id="phSearchInput" type="text" name="str"/>
<input type="submit" value="Search"/>
</form>
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With global search from your internal org, you can get uneven results when searching for an Experience Cloud site User record. Here’s
why and what you can do about it. Each site has a unique network ID. When you create a user through Contact record > Create
External User, the new User record is assigned to a site's network ID.
Choose a Landing Tab

If you are using the Salesforce Tabs + Visualforce template, you can select a landing tab for your site.
In Experience Workspaces, go to Administration > Tabs. The first tab in the Selected Tabs list is the landing page.
There are multiple options for the landing tab in your site, and you should select the one that best meets members’ needs.
• Chatter tab—If you select this tab, the feed is the first thing members see when they log in. This option is good for sites where
people spend a lot of time in Chatter and won’t need a customized home page with additional components. You can also rename
the Chatter tab.
• Home tab—If you select this tab, the Salesforce Home tab for your org is the first thing members see when they log in. The components
that display on the tab were added to the Home Page by your admin. This is a good option if you’re not using Chatter or don’t want
a feed-based home page view.
• Custom Visualforce tab—Selecting this option allows you to build a completely custom landing page.

Search engine optimization (SEO) ensures that your public Experience Cloud site is visible to search
EDITIONS
engines, and helps customers, partners, and visitors find your content via online search.
Before you set up SEO for your Experience Builder site, make sure you understand the following Available in: Salesforce
concepts. Classic (not available in all
orgs) and Lightning
Experience
Location of Your Experience Cloud Site
Available in: Essentials,
For search engines, such as Google™ or Bing®, your site must be at the root level. To determine the Enterprise, Performance,
location of your site, from Setup, enter Digital Experiences in the Quick Find box, and and Unlimited Editions
click All Sites. Then, check the address in the URL column.
The address for a root-level site has the format https://site_URL. A site that isn’t at the root
level commonly has a URL with a path prefix in the format https://site_URL/sub_path/.
If your site has a URL prefix, meaning it’s not at the root level, you must create a root site. You submit the sitemap for the root-level site
to search engines first, and then submit the URLs for the site with a path prefix.
The robots.txt File

The industry standard robots.txt file informs search engine spiders and bots about which areas of your site to index. The
robots.txt file for your site is automatically generated and allows your entire site to be indexed. The robots.txt file is at the
root level of your site and is unique for each domain. Therefore, sites that share a domain also share a robots.txt file. Conversely,
sites available on multiple domains, meaning *.force.com, *.my.site.com, and custom domains, have different default robots.txt
files.
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To view the robots.txt file, navigate to https://<community_URL>/robots.txt. The robots.txt file uses include
(Allow) and exclude (Disallow) directives to inform spiders and bots about which areas of your site to index. Only relative URLs are valid
for the Allow and Disallow directives.
Page Indexing
When you make your site public, search engines can then index all the pages of your site. However, if you don’t want search engines to
index certain pages, you can:
• Make a page private. Use this method to make the page unavailable to both guest users and search engines.
• Use the noindex meta tag. This tag prevents search engines from showing the page in search results, but allows guest users to
view the page.
• Create a custom robots.txt file. The robots.txt file is a rules-based approach to control the visibility of specific areas of
your site to search engines. Guest users can still view pages that you don’t want indexed.
By default, objects displayed on a page are private and can’t be indexed until you explicitly make an object and its associated fields
available to search engines.
The Sitemap
The sitemap.xml file for your site contains a list of the public pages and the objects and fields with read access in the guest user
profile. Search engines use the sitemap as a starting point to discover which information from your site is available for crawling and
important content to index. The sitemap is at the root level of your site. To view the sitemap.xml file, navigate to
https://<site_URL>/s/sitemap.xml.
If your org supports multilingual Knowledge articles, the sitemap includes an entry for each supported language, based on Google’s
recommended format.
The sitemap is automatically generated once a week. It’s generated the first time on the following Sunday, and then regenerated every
Sunday thereafter. The sitemap.xml file is only available in production orgs.
IN THIS SECTION:
Set Up Your Experience Builder Site for SEO
Setting up SEO for your Experience Builder site includes a series of tasks you perform in Salesforce and in the site itself. From identifying
your preferred domain to determining which objects to make public, we’ve got you covered.
Identify Your Preferred Domain to Improve SEO Results
By default, your site is available on the *.my.site.com or *.force.com domain, but you can add a custom domain so that your site
URLs reflect your company brand. However, multiple domains for the same site, meaning *.my.site.com, *.force.com, and custom
domains, can dilute search engine results and lower page ranking. If you have multiple domains, identify which domain to use for
crawling and indexing your site’s pages.
SEO Page Properties
Set the title, description, and head properties for your Experience Builder site pages to improve search results.
Create a Custom robots.txt File for Your Experience Cloud Site
The robots.txt file for your site is automatically generated. It allows your entire site to be indexed. However, if you want to
hide certain pages of your public site from search engines, you can create a custom robots.txt file.
Make Objects Available for SEO
When you make your site public, search engines can index the pages of your Experience Cloud site. However, to ensure that you
don't expose sensitive data, the data displayed by objects on those pages aren’t public. Instead, you must specifically make those
objects and their associated fields publicly available for indexing by search engines.
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Provide Search Engines with Fresh Content Snapshots

Salesforce takes a snapshot of your site’s publicly available content every 15 days. This period works well for most updates. But let’s
say you update a page’s content with important, time-sensitive information, such as price changes for a flash sale. Instead of waiting
for the automatic update, you can take a snapshot every 24 hours to refresh the page content served to search engines.
Generate a Manual Sitemap Refresh for Your Experience Cloud Site
When you go live with a new Experience Cloud site or make significant updates to an existing one, you can now generate a manual
sitemap once every 24 hours outside of the weekly automatic sitemap refresh.
Best Practices and Tips for Using SEO in Your Experience Cloud Site
Follow these guidelines and best practices when optimizing SEO in your site.
SEO for Experience Cloud Sites FAQ
Answers to common questions about using SEO in your Experience Cloud site.
SEE ALSO:
Blog Post: Advanced SEO for Lightning Communities
SEO Best Practices and Considerations for Guest Users
Set Up Federated Search in Experience Cloud Sites
Salesforce Security Guide: Field-Level Security
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Set Up Your Experience Builder Site for SEO

Setting up SEO for your Experience Builder site includes a series of tasks you perform in Salesforce
EDITIONS
and in the site itself. From identifying your preferred domain to determining which objects to make
public, we’ve got you covered. Available in: Salesforce
Here’s an overview of the main steps to take to set up SEO for your site. Classic (not available in all
orgs) and Lightning
1. If you have multiple domains, identify your preferred domain.
Experience
Tip: Identify your preferred domain before you make your site public. If the site is made
public without a preferred domain, the *.force.com or *.my.site.com URLs are also indexed, Enterprise, Performance,
and removing them from search results can take time. and Unlimited Editions
2. Make your site public.
The SEO settings tab in Experience Builder is available only if your site is public. USER PERMISSIONS
When you make your site public, search engines can then index the pages of your site. However, To customize an Experience
if you don’t want unauthenticated visitors or search engines accessing certain pages, you can Cloud site:
make those pages private. Also, more granular indexing control is available at the object and • Be a member of the site
field levels. AND Create and Set Up
Experiences
3. To improve search results, specify the SEO properties for individual pages. These SEO properties
OR
are for the title and description that appear in the search results of indexed pages, and to prevent
a page from being indexed. • Be a member of the site
AND an experience
4. Optionally, for a rules-based approach, create a custom robots.txt file to control the indexing admin, publisher, or
of specific areas of your site. builder in that site
5. If you want the information stored in objects accessible to search engines, make objects and
their associated fields readable. Cloud site:
6. Activate your site to successfully implement SEO. • Be a member of the site
Before activating your site, check the guest user profile to ensure that the correct objects have AND Create and Set Up
Experiences
read access. This best practice controls the scope of your sitemap.xml file and keeps your site
secure. OR
7. To make your changes live, publish your site.
AND an experience
8. If you’re setting up SEO for the first time, or as needed, generate a manual sitemap refresh. admin or publisher in
that site
An automatic weekly sitemap refresh takes place every Sunday. You can also generate a manual
sitemap refresh once every 24 hours.
9. If necessary, provide search engines with fresh content snapshots.

By default, Salesforce takes a snapshot of your site’s publicly available content every 15 days. This period works well for most updates.
But if you updated a page with important, time-sensitive content, you can take a snapshot every 24 hours to refresh the page content
served to search engines.
111
Identify Your Preferred Domain to Improve SEO Results

By default, your site is available on the *.my.site.com or *.force.com domain, but you can add a
EDITIONS
custom domain so that your site URLs reflect your company brand. However, multiple domains for
the same site, meaning *.my.site.com, *.force.com, and custom domains, can dilute search engine Available in: Salesforce
results and lower page ranking. If you have multiple domains, identify which domain to use for Classic (not available in all
crawling and indexing your site’s pages. orgs) and Lightning
Experience
Tip: The Preferred Domain setting appears in Experience Builder only if you have multiple
domains that are associated with your site. Available in: Essentials,
1. In Experience Builder, go to Settings > General. Enterprise, Performance,
2. Select your preferred domain.
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
Note: OR
• Make sure that you configure your preferred domain before submitting the sitemap • Be a member of the site
to a search engine. After your site is public, the search engine shows all the custom AND an experience
URLs that you added to the sitemap. admin or publisher in
that site
• You can set only HTTPS preferred domains.
SEE ALSO:
Add a Custom URL
112
SEO Page Properties

Set the title, description, and head properties for your Experience Builder site pages to improve
EDITIONS
search results.
orgs) and Lightning
Experience

Title
The title of the page. Shown in search engine results, the browser’s tab or window title, and bookmarks.
For data-based pages such as record and content pages, the title is set dynamically.
Description
The description of the page. Shown in search engine results to help users decide if it’s the page that they want.
For data-based pages such as record and content pages, the description is set dynamically.
If a page’s description value is empty, search engines populate the description from the first text they find.
Head Tags
The Edit Head Tags option lets you enter specific head tags for the page to assist search engine optimization.
For data-based pages such as record and content pages, you can enter expressions to access values from the record associated with
the page, such as the name, title, and value of specific fields.
Or, to prevent search engines from indexing a page, add the noindex tag.
<meta name="robots" content="noindex">
You can also specify local head tags for individual site pages, for example to indicate a non-canonical page. And you can augment
any global tags that are in your head markup.
Tip: Or you can take a rules-based approach to controlling the visibility of specific areas of your site to search engines by
creating a custom robots.txt file.
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Dynamic SEO Page Properties

For Record or CMS Content pages with dynamic data, for example from a database or ever-changing inventory, to make these pages
discoverable, provide the title and identify which object it comes from. Use expressions to dynamically update the page title, description,
and meta tags based on the changing content. The expressions differ depending on the page type. For Record pages, the Expression
Language (EL) starts with {@Record.}. For Content pages, the EL starts with {!Content}. Null field values are returned as empty strings.
Output appears in the appropriate language, if available.
Some object pages with dynamic data don’t affect SEO and aren’t indexed, such as Messages. So those page properties don’t include
fields for title or description.
Most standard fields are accessible to a guest user by default. To ensure access, confirm that Public Access is enabled in the Experience
Builder settings so that the Guest User profile has access to the fields displayed. Custom fields are enabled for the Guest User profile
through field-level security (FLS) settings before they can be used in expressions. If any queried field is restricted by profile or FLS, the
entire record doesn't load and your expressions don't render on the page.
You can use these expressions only in the SEO section of the Experience Builder Pages Properties tab.
Note: Notice that the Object and Title expressions look a little different than usual? Use them as they appear, they work fine.
They’re unique for this area of Salesforce.
To implement dynamic properties for the PageType Record:
Expression Description
{!Record._Object} Returns the display name of the object.
{!Record._Title} Returns the title of the record as defined in the name field. Keep in mind that the name field can have a
different label than Name.
{!Record.FieldName} The value of the specified field for the record. The field name is case-sensitive and includes __c for custom
fields.
For example, show a record’s type and title in search results
using{!Record.recordTypeLabel}.{!Record.title}.
For example, you can display the object name of a record followed by its title: {!Record._Object}: {!Record.title}.
Or add a specific field, such as {!Record.Description}.
For the CMS ContentPageType, implement dynamic properties using these expressions:
Expression Description
{!Content.contentTypeLabel} Returns the display name of the object.
{!Content.title} Returns the title of the content as defined in the name field. Keep in mind that the name field can have a
different label than Name.
{!Content.FieldName} The value of the specified field for the content. The field name is case-sensitive and includes __c for custom
fields.
For example, for a blog post, use {!Content.Body.Title}.
For example, {!Content.title}.{!Content.lastModified} displays the Content page’s title and last modified date.
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Canonical URL Tags

Choose a canonical URL to consolidate a single page that uses multiple URLs or different pages with similar content. Improve SEO and
direct search bots to the most representative page from a set of duplicate pages on your site. Without canonicalization, search engines
consider all of your identical or similar URLs as unique pages, which can cause several SEO issues.
• Search engines can miss your unique content.
• Too much duplicate content can dilute content ranking.
• Ranked content doesn’t reflect the best URL.
To set up a canonical URL for a standard page, open the Experience Builder Page Properties tab. Select the SEO tab, then Edit Head
Tags. Enter the properties as shown with your canonical URL.
<link rel="canonical" href="https://mysite.com/s/canonicalURL">
For Record pages with dynamic data, we recommend that you create a custom field for the object to store the canonical URL. For more
information on dynamic pages, see Dynamic SEO Page Properties on page 114.
1. To create a custom field, select Setup > Object Manager > Fields & Relationships. In the New Custom Field page, select URL. In
the Field Label and Field Name fields, enter CanonicalURL.
2. Most standard fields are accessible to a guest user by default. To ensure access, confirm that Public Access and field-level security
(FLS) is enabled so that the Guest User profile has access to the fields displayed. For more information, see Make Objects Available
for SEO on page 118.
3. Open the Experience Builder Page Properties tab. Select the SEO tab, then Edit Head Tags. To set the canonical URL, use the
expression for new field you created.
<link rel="canonical" href="{!Record.CanonicalURL__c}">
4. In the Record properties, enter the URL in the custom CanonicalURL field.
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Note: Question and Topic objects don’t currently support Canonical URLs.
SEE ALSO:
Page Properties and Types in Experience Builder
Add Markup to the Page <head> to Customize Your Experience Builder Site
Control Public Access to Your Experience Builder Sites
https://help.salesforce.com/articleView?id=cms_customcontenttype-detailpage.htm&type=5

The robots.txt file for your site is automatically generated. It allows your entire site to be
USER PERMISSIONS
indexed. However, if you want to hide certain pages of your public site from search engines, you
can create a custom robots.txt file. To create a Visualforce page
and robots.txt file for your
Available in: Salesforce Classic and Lightning Experience site:
Available in: Enterprise, Performance, and Unlimited Editions Experiences
You create a custom robots.txt file using a Visualforce page. You then add the URLs of the pages you want indexed to the Allow
section. And add the URLs you don’t want indexed to the Disallow section. A common way to use a custom robots.txt file is to
disallow your entire site and then selectively allow individual pages to be indexed.
Disallow: / # hides everything from ALL bots
Allow: /<path-prefix-1>/s # add path you want to open to bots
Allow: /<path-prefix-2>/s # add path you want to open to bots
Sitemap: http://<site_URL>/s/sitemap.xml
116
Tip:
• If you have more than one site, each with a different custom domain subpath, they share the same robots.txt file.
Therefore, when you create a custom robots.txt file, ensure that your indexing directives account all pages in all your
sites.
• An alternative way to hide public pages from search results is to use the page’s noindex tag.
1. In a text file, create a list of include (Allow) and exclude (Disallow) directives for the areas of your site that you want to expose to or
hide from search engines. Also include the path to all sitemaps for the domain—for example,
https://<site_URL>/s/sitemap.xml.
Only relative URLs are valid for Allow and Disallow directives.
2. To create a Visualforce page, in Setup, enter Visualforce Pages in the Quick Find box. Then select Visualforce Pages, and
click New.
3. Give the custom file a name. You can even call it robots.
4. Select Available for...Lightning Experience.

5. Copy your list of indexing directives and the sitemap path from the text file to the Visualforce page. For example:
<apex:page contentType="text/plain">
User-agent: *
Disallow: /
Allow: /s
Allow: /mycommunity/s
Sitemap: https://example.com/s/sitemap.xml
Sitemap: https://example.com/mycommunity/s/sitemap.xml
</apex:page>
6. Click Save.
The Visualforce page is automatically saved at the root-level of the preferred domain.
7. From Experience Workspaces, click Administration > Administration and click Go to Force.com. Then click Edit on the Site
Details page.
8.
In the Site Robots.txt field, enter the name of the Visualforce page you created, or click to search for the file.
9. Click Save.
SEE ALSO:
117

When you make your site public, search engines can index the pages of your Experience Cloud site.
EDITIONS
However, to ensure that you don't expose sensitive data, the data displayed by objects on those
pages aren’t public. Instead, you must specifically make those objects and their associated fields Available in: Salesforce
publicly available for indexing by search engines. Classic (not available in all
The guest user profile controls what unauthenticated users and search engines can see in a publicly orgs) and Lightning
available site. To make a standard or custom object’s records available for indexing, provide Read Experience
access to that object and its fields. Every instance of that object, regardless of page location, is added Available in: Essentials,
to the sitemap. Enterprise, Performance,
Note: and Unlimited Editions
• To ensure that object data is available to search engines, review the sharing rules, field-level
security (FLS), and permission sets assigned to an object. Even though an object and its USER PERMISSIONS
fields are public, Salesforce security settings still determine guest user access to this data.
• Ensure that all sensitive objects are private, even objects used in private pages that aren’t Cloud site:
included in the sitemap. All public pages and public objects are discoverable because • Be a member of the site
search engines use the sitemap only as a starting point to identify which site content is AND Create and Set Up
available for crawling. Experiences
• Regularly review and update the objects and records that are public through your guest OR
user profile. This best practice controls the scope of your sitemap and helps keep your
site secure.
AND an experience
1. For Topics, Feed Items, and Questions pages, enabling object read access or creating a sharing
rule isn’t required. Instead, to allow access:
a. In Experience Workspaces, select Administration. To publish an Experience
Cloud site:
b. On the Preferences page, select Give access to public API requests on Chatter and Let
guest users see other members of this site. AND Create and Set Up
c. Save your changes. Experiences
OR
2. For standard and custom objects, configure which objects are public using the guest user
profile: • Be a member of the site
AND an experience
a. In Experience Builder, select the SEO setting tab. admin or publisher in
b. Click Guest User Profile. that site
118
c. Click Edit, and in the Standard Object Permissions section, give at least read access to the object.
d. Save your changes.
3. Ensure that the appropriate object fields have read access using the guest user profile:
a. In the Field-Level Security section, click View beside the relevant object.
b. Save your changes.
4. Create a sharing rule for guest users for each public object.
Warning: Sharing rules allow immediate and unlimited access to all records matching the sharing rule’s criteria. To secure
your Salesforce data and give your site guest users access to what they need, consider all the use cases and implications of
creating a sharing rule.

It can take up to 24 hours for the list of available objects to appear along with the number of indexed records.
SEE ALSO:
Secure Guest Users’ Sharing Settings and Record Access
Configure the Guest User Profile
119

Salesforce takes a snapshot of your site’s publicly available content every 15 days. This period works
EDITIONS
well for most updates. But let’s say you update a page’s content with important, time-sensitive
information, such as price changes for a flash sale. Instead of waiting for the automatic update, you Available in: Salesforce
can take a snapshot every 24 hours to refresh the page content served to search engines. Classic (not available in all
orgs) and Lightning
Tip: The Content Snapshot section appears in Experience Builder only after you set a preferred
Experience
domain for your Experience Builder site and ensure that your site is publicly available.
1. In Experience Builder, update the page’s content, and then publish your site to make your Available in: Essentials,
changes live. Enterprise, Performance,
You can only take snapshots of published pages.
2. On the SEO settings tab, select the page in the Published Page dropdown. USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
3. Click Refresh Snapshot.
AND an experience
SEE ALSO: admin or publisher in
Best Practices and Tips for Using SEO in Your Experience Cloud Site that site
120

When you go live with a new Experience Cloud site or make significant updates to an existing one,
EDITIONS
you can now generate a manual sitemap once every 24 hours outside of the weekly automatic
sitemap refresh. Available in: Enterprise,
To initiate a manual refresh of your sitemap once every 24 hours: Performance, and
Unlimited editions
1. In Experience Builder, navigate to the SEO tab in settings.
2. Click the Generate Sitemap button to manually generate a sitemap for your site.
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
3. Track the status of the sitemap as it processes.
The status bar shows In Progress while the sitemap generates. After your sitemap is generated, AND an experience
the status updates to read Complete. admin or publisher in
that site
Tip: For the best possible experience, perform a manual sitemap generation at an off-peak time without making any changes
in Builder.
121
When you add new pages to your site, these links are included in an automatic partial sitemap refresh every 24 hours. If you add new
pages after you manually generate a sitemap, they are added to the sitemap automatically.
SEE ALSO:
Follow these guidelines and best practices when optimizing SEO in your site.
EDITIONS
General SEO Best Practices Available in: Salesforce

• Locate a site at the root level. To determine the location of your site, from Setup, enter orgs) and Lightning
Digital Experiences in the Quick Find box, and click All Sites. Then, check the address Experience
in the URL column. The address for a root-level site has the format https://site_URL.
A site that isn’t at the root level commonly has a URL with a path prefix in the format Available in: Essentials,
https://site_URL/sub_path/. Enterprise, Performance,
If your site has a URL prefix, meaning it’s not at the root level, you must create a root site. You
submit the sitemap for the root-level site to search engines first, and then submit the URLs for
the site with a path prefix.
• If your org supports multilingual Knowledge articles, keep the same URL as the base language article. We don't recommend replacing
the URLs of translated articles with language-specific URLs.
• To improve search results and help people decide whether it’s the page they want, use a page’s Title and Description properties.
Note: You can use other head markup global tags to configure your social media tags from OpenGraph to Twitter. We
restrict the tags, attributes, and values allowed in the head markup of your pages to improve security.
• To make the object page URL more readable for humans, change the page's base URL. Update all other references to your pages,
such as object, detail, list, or related list, that you hand-coded from other pages or from links outside your site. These references
aren’t automatically updated.
• Pages with non-standard URLs, such as URLs that include query string parameters, aren’t included in the sitemap or content snapshots.
As a result, search engines can’t crawl or index these pages. Therefore, avoid using standard pages to deliver dynamic data via URL
parameters (/s/product?productId=12345). Instead, use object pages for the record pages to be crawled
(s/product/12345).
• When creating a custom Aura component that generates a URL or navigates to a page, use lightning:navigation to
generate proper <a href> links. Similarly, for custom Lightning web components, use lightning-navigation.
• 301 redirects ensure that users and search engines are directed to the correct page. For example, for a URL such as
www.my_site.com, we recommend creating a redirect to my_site.com. You can set up these redirects with your DNS
provider.
• To indicate that a page is a duplicate of another page, add a <link> element, with the attribute rel=canonical and point
to the canonical page. For example, <link rel="canonical" href="https://example.com/home"/>. This
action ensures that search engines crawl the canonical page and not a duplicate page.
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Sitemap and robots.txt Files

• Don’t create a custom sitemap. Custom sitemaps are difficult to maintain and scale. Instead, use the automatically generated
sitemap.xml file.
• If you create a custom robots.txt file, it must include the paths to all sitemaps for the domain.
Data Security
• Regularly review and update the objects and records that are public through your guest user profile. This best practice controls the
scope of your sitemap and helps keep your site secure.
• To ensure that object data is available to search engines, review the sharing rules, field-level security (FLS), and permission sets
assigned to an object. Even though an object and its fields are public, Salesforce security settings still determine guest user access
to this data.
• Ensure that all sensitive objects are private, even objects used in private pages that aren’t included in the sitemap. All public pages
and public objects are discoverable because search engines use the sitemap only as a starting point to identify which site content
is available for crawling.
Testing and Validation

• Review the accuracy of your sitemap.xml file before submitting it to search engines. Navigate to
https://<site_URL>/s/sitemap.xml as an unauthenticated user. We suggest using Google Chrome’s incognito mode.
Ensure that the URLs listed in the site map are appropriate for guest users.
Note: If a URL is mistakenly included in the sitemap, check that the correct permissions are enabled on the guest user profile
and that your site is set up correctly for SEO.
• Many webmaster tools require verification of your site. One of the best ways to verify that your site is to add the meta tag provided
by the webmaster tool to your head markup.
• Salesforce is a single-page application (SPA). So if you plan to use any third-party SEO tools to test your community, make sure that
they’re configured to crawl JavaScript-based sites properly.
• Check SEO performance and site speed using the free Salesforce Community Page Optimizer plug-in for Chrome.
SEE ALSO:
Blog Post: Advanced SEO for Lightning Communities
123

Answers to common questions about using SEO in your Experience Cloud site.
EDITIONS
Can I create a custom sitemap?
Don’t create custom sitemaps, as they’re difficult to maintain and scale. Instead, use the Available in: Salesforce
automatically generated sitemap.xml file. Classic (not available in all
orgs) and Lightning
How often is the sitemap generated?
Experience
If a site has been published, is active, and is public, the sitemap is automatically updated once
a week, on Sunday. You can manually regenerate a sitemap once every 24 hours. Available in: Essentials,
Can I manually generate a sitemap for my site?
If you go live with a new site or make significant changes to an existing site, you can manually
generate a sitemap.
Tip: For the best possible experience, perform a manual sitemap generation at an off-peak time without making any changes
in Builder.
Why does the sitemap have references to other sitemaps?
The sitemap.xml file can contain only a limited number of URLs. For large sites, the sitemap is partitioned into multiple smaller
sitemaps. These partitions organize the different public pages and objects in your site. Each partition is of the form
sitemap-object-#.xml.
Does the sitemap include URLs for object pages?
If an object’s detail page is public and you enable read access for the object, the URL for the detail page is included in the sitemap.
You can make an object's list page public separately and include it in the sitemap by adding the page to the Navigation menu and
then republishing your site. Related list pages are never included in the sitemap.
Why don’t I see the automatically generated robots.txt file when I navigate to https://<site_URL>/robots.txt?
Your site must be at the root level of your custom domain for the robots.txt file to appear. If you don’t have a custom domain
set up and you’re using the *.force.com or *.my.site.com domain, then a site without the path prefix must exist.
How do I change the indexing directives of the default robots.txt file?
You can create a custom robots.txt file to implement a rules-based method to control the visibility of specific areas of your
site to search engines.
Can I remove the /s/ from the default site URL?
No, the /s/ is required in the default site URL.
Does each article have its own URL?
Yes, each article that appears in the Article Detail page has its own URL, which is retrieved from the Knowledge article’s URL Name
field.
Article URLs use the format /article/:urlName. However, the article's recordId is available for use with components on
the Article Detail page, like the Article Content component. The recordId on the page is set to the most recent Knowledge
Article Version ID for a published article, uniquely defined by the URL Name and, if present, the translation language.
Tip:
• If your org has custom components that rely on the article's urlName, update the components to use recordId
instead.
• If your org supports multilingual Knowledge articles, keep the same URL as the base language article. We don't recommend
replacing the URLs of translated articles with language-specific URLs.
Can I update the title and add a description to articles to improve search engine results?
Each Knowledge article has a URL Name, a Title, and a Summary field. When the article’s displayed in the Article Detail page
in Experience Builder, these fields are used for the page URL, the title, and description tags on the page <head>.
124
Are pages with non-standard URLs, such as custom vanity URLs or URLs that include query string parameters, supported
for SEO?
No, pages with non-standard URLs aren’t included in the sitemap or content snapshots. Therefore, search engines can’t crawl or
index those pages.
For example, instead of using standard pages to deliver dynamic data via URL parameters (/s/product?productId=12345),
use object pages for the record pages to be crawled (s/product/12345).
How do I indicate that a version of a page is non-canonical?
When different versions of a page exist, search engines crawl only the canonical version of a page. Stop the search engine from
arbitrarily choosing a URL as the canonical version of multiple pages, by indicating that a page is a duplicate of another page (that
is, non-canonical). To do so, add a <link> element, with the attribute rel=canonical and point to the canonical page. For
example, <link rel="canonical" href="https://example.com/home" />.
How are non-canonical URLs for object pages handled?
To improve your site’s SEO ranking, we redirect non-canonical URLs to canonical URLs using 301 redirects. A canonical URL lets you
tell search engines that slightly different URLs, which all point to the same content, are actually the same thing. A 301 redirect
indicates that a URL has been permanently moved, which is optimal for SEO.
For example, let’s say you add object pages for the Account object. In this case, the detail page has an object-specific Account Detail
page and a generic Record Detail page. When site members access the generic Record Detail page (/s/detail/recordId),
they’re permanently redirected to the canonical URL of the object-specific Account Detail page instead (/s/account/recordId).
Similarly, 301 redirects are used for list and related list pages.
Note: URL redirects occur only when a URL is accessed directly from the browser URL bar or from a link that’s external to your
site.
How are SEO-friendly URLs created for object detail pages?
To create a user-readable URL for the detail page of a standard or custom object, we append the value of the object’s Name field to
the URL. For example, for AW Computing’s Account Detail page, we redirect
https://mysite.com/s/account/001R0000002NzuaIAC to
https://mysite.com/s/account/001R0000002NzuaIAC/aw-computing.
Where the Name field isn’t available, we use the Subject or Title fields. Otherwise, we append “detail” to the URL.
Note: The Case, Dashboard, Group, Report, and User Profile objects aren’t supported.
How do I get analytics for material that is brought in using CMS Connect?
Remember, the content you display in your site when using CMS Connect (JSON) doesn’t live in your site. Getting usage data requires
a few extra steps.
Configure External Objects for the data that you’re interested in tracking using Salesforce Connect or OData, Salesforce Reporting.
SEE ALSO:
Best Practices and Considerations for Page-Level Access in Experience Builder
125
Set Up and Manage Experience Cloud Sites Customize Login, Self-Registration, and Password
Management for Your Experience Cloud Site
Customize Login, Self-Registration, and Password Management for Your

Experience Cloud Site
Configure the default login, logout, password management, and self-registration options for your
EDITIONS
site. Or customize the behavior with Apex and Visualforce or Experience Builder (Site.com Studio)
pages. You can also use dynamic URLs to brand your pages at run time. Available in: Salesforce
By default, each site comes with default login, logout, password management, and self-registration Classic (not available in all
pages. Salesforce also includes associated Apex controllers that drive this functionality under the orgs) and Lightning
hood. You can use Experience Builder or Visualforce to create custom branding and change the Experience
default behavior. Available in: Enterprise,
Warning: When you customize a login page or any page that includes fields with sensitive Performance, Unlimited,
or confidential information with Experience Builder, we recommend that you use only standard and Developer Editions
components built by Salesforce or components that you built, customized, or vetted. Use of
third-party components and code libraries on a page that includes fields with sensitive or USER PERMISSIONS
confidential information can increase your risk for security vulnerabilities.
Cloud site:
IN THIS SECTION:
Brand Your Experience Cloud Site’s Login Page AND Create and Set Up
You can brand the default login page that comes with your site. For example, you can use your Experiences
own logo, change background colors, add a custom footer, and even change the content on OR
the right side of the login page.
Create Dynamic Branding URLs AND an experience
You can use dynamic branding to customize your Experience Cloud site’s login experience at admin, publisher, or
run time. For example, you can change which logo to display depending on whether the user builder in that site
is an employee or customer. Or display a particular self-registration page based on the user’s To publish an Experience
country code. Cloud site:
Customize Your Experience Cloud Site’s Login Experience • Be a member of the site
Customize your site’s login experience—the experience that external users embark on when AND Create and Set Up
Experiences
they log in to your site—from the Administration Login & Registration page. You can customize
the default login page or the page you create with the Experience Builder or Visualforce. For OR
example, you can choose which login page to use, allow internal users to log in directly to your • Be a member of the site
site, and set up support for multiple authentication providers and single sign-on. AND an experience
Redirect Members to a Custom URL on Logout admin or publisher in
that site
When Experience Cloud site members log out, they’re taken to your site login page by default.
You can choose to redirect them to a different location, such as your company website. Specify
the URL to which site members are redirected when they log out from your site.
Use Custom Change Password and Forgot Password Pages in Your Experience Cloud Site
You can customize Forgot Password and Change Password pages from the Experience Workspaces Administration Login & Registration
page. Or you can create custom password pages in Visualforce. You can also customize the default password templates in Visualforce.
Set Up Self-Registration for Your Experience Cloud Site
Enable self-registration to allow unlicensed guest users to join your site. When your users self-register, you can choose to save them
as contacts under a business account or create a person account for each self-registering user.
Customize Code for Lightning Components on Login Pages
To add custom logic to the Login pages in Experience Builder sites, customize the Lightning component for those pages.
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Brand Your Experience Cloud Site’s Login Page

You can brand the default login page that comes with your site. For example, you can use your
EDITIONS
own logo, change background colors, add a custom footer, and even change the content on the
right side of the login page. Available in: Salesforce
Note: You can specify dynamic branding URLs so that the login page is different depending Classic (not available in all
orgs) and Lightning
on who logs in and from where.
Experience
1. From Setup, enter All Sites in the Quick Find box, then click All Sites.
2. Next to the name of your site, click Workspaces. Performance, Unlimited,
3. Select Administration, and then select Login & Registration. and Developer Editions
4. To change the logo, select whether the image is a file or URL.
a. If you’re using a file, choose the logo from your file system. USER PERMISSIONS
You can use a GIF, JPG, or PNG file up to 100 KB. The image dimensions can be up to 250 To create an Experience
px by 125 px. Cloud site:
When you upload a logo, it is saved in a Communities Shared Document Folder on the • Create and Set Up
Documents tab. You can’t delete this folder. Experiences AND View
b. If you’re using a logo at a fixed URL, enter the location.
c. If you’re using different logos for dynamic branding, create a URL with the dynamic Cloud site:
experience ID parameter {expid}, for example, • Be a member of the site
https://universaldistributing.com/{expid}_logo.png. The admin AND Create and Set Up
modifies the login URLs to pass the expid signal. When a user logs in, the value replaces Experiences
the {expid} portion of the logo URL, for example, OR
https://universaldistributing.com/internal_logo.png.
d. If you create dynamic logos and right-frame URLs, modify your login implementation to AND an experience
direct the user to the appropriate login URL based on the run-time situation. admin, publisher, or
Your logo appears in the top left of the login page.
5. Select the background color of the login page. To publish an Experience
Cloud site:
The color you choose appears as the background on the left side of the login page.
6. Enter the right-frame URL to the right-side content of the login page. AND Create and Set Up
The right-frame URL can be fixed or dynamic. A dynamic URL works the same as a dynamic Experiences
logo. OR
a. If the right-frame content is a fixed URL, enter the location. • Be a member of the site
b. If the right-frame content is dynamic, create a URL with the {expid} experience ID AND an experience
parameter. admin or publisher in
that site
An inline frame (iframe) is created on the right side of the login page to display the content
specified in the URL.
7. Enter your text for the site login page footer, up to 120 characters.
The default login page displays a footer at the bottom. If you’re creating a custom login page, create your own footer.
8. Click Save.
The login page appears to all internal users, customers, partners, and guests according to the branding you choose. Behind the scenes,
you (or your developer) update your login implementation to specify how to pass the {expid} value to the login URL. For example,
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add logic to your login button so that when expid = INTERNAL, the login button redirects the user to the login URL
https://universaldistributing.com/brands/expid=INTERNAL.
SEE ALSO:
Customize the Default Login Process with Apex

You can use dynamic branding to customize your Experience Cloud site’s login experience at run
EDITIONS
time. For example, you can change which logo to display depending on whether the user is an
employee or customer. Or display a particular self-registration page based on the user’s country Available in: Salesforce
code. Classic (not available in all
When using dynamic branding to customize the login experience, it applies to the entire login orgs) and Lightning
process: the initial login page plus related pages, such as multi-factor authentication (MFA) or a Experience
login flow. You can add dynamic branding to Experience Builder, Visualforce, and custom login Available in: Enterprise,
pages. Performance, Unlimited,
Use dynamic URLs for your login pages to present a different look and behavior based on the and Developer Editions
run-time situation. For example, different logos appear according to who the user is or where the
user’s logging in from. Dynamic branding relies on a URL parameter called the experience ID. The
{expid} determines what the user experiences. At run time, the {expid} resolves to the current value, and the appropriate URL
is created.
Here’s a scenario. Universal Distributing wants to brand the login experience depending on whether the user is internal or external. You
create logos for each brand, appropriately named internal_logo.png external_logo.png. Then you set the logo URLs
so that internal users see http://.../internal_logo.png and external users see http://.../external_logo.png.
From the Administration Login & Registration page, you specify the logo URL with the {expid}:
https://universaldistributing.com/{expid}_logo.png.
When an external user logs in, {expid} is set to external, the URL becomes
https://universaldistributing.com/external_logo.png, and the external logo appears on the login page.
Likewise, when an internal user logs in, {expid} is set to internal, the URL becomes
https://universaldistributing.com/internal_logo.png, and the internal logo appears on the login page.
You define dynamic branding URLs for logos and right-frames on the Experience Workspaces Administration Login & Registration page.
They apply to default and custom login pages.
In addition to setting the experience ID, your login implementation must set the login URL according to the value of the experience ID.
For example, by adding the logic to your login button, when expid=INTERNAL, the login button directs the user to
https://universaldistributing.com/brands/expid=INTERNAL.
You can also use Visualforce and Apex to create dynamic URLs. Use the Apex getExperienceId method of the System.Site
class to retrieve the value of the experience ID. To set the experience ID, use the setExperienceId method, or add an experience
ID dynamic parameter to one of these login endpoints.
For example, use the CommunitiesSelfReg endpoint to pass in a different {expid} value to the self-registration page to deliver
a different registration flow for each brand.
• site-url/services/oauth2/authorize/expid_value
• site-url/idp/endpoint/HttpPost/expid_value
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• site-url/idp/endpoint/HttpRedirect/expid_value
• site-url_login_page?expid={value}
• site-url/CommunitiesSelfReg?expid={value}
• site-url/.well-known/auth-configuration?expid={value}
• secur/forgotpassword.jsp?expid={value}
• site-url/services/auth/test/authentication_provider/?expid={value}
• site-url/services/auth/sso/authentication_provider/?expid={value}
• site-url/services/auth/link/authentication_provider/?expid={value}
• site-url/services/auth/oauth/authentication_provider/?expid={value}
• site-url/services/auth/authcallback/authentication_provider/?expid={value}
Customize Your Experience Cloud Site’s Login Experience

Customize your site’s login experience—the experience that external users embark on when they
EDITIONS
log in to your site—from the Administration Login & Registration page. You can customize the
default login page or the page you create with the Experience Builder or Visualforce. For example, Available in: Salesforce
you can choose which login page to use, allow internal users to log in directly to your site, and set Classic (not available in all
up support for multiple authentication providers and single sign-on. orgs) and Lightning
External users are typically customers and partners, or they’re users with Community, Customer Experience
Portal, or partner portal licenses. We call users with the External Identity license—which enables Available in: Enterprise,
access to the Salesforce Customer Identity product—external users. Performance, Unlimited,
Note: Use dynamic branding URLs to customize the user’s login experience at run time. and Developer Editions
Dynamic branding applies to the entire login process—the initial login page plus related
pages, such as multi-factor authentication (MFA), Terms & Conditions, or login flow. You can USER PERMISSIONS
add dynamic branding to default, Experience Builder, Visualforce, and custom login pages.
• If your site uses the Salesforce Tabs + Visualforce template, the login page assigned to the site Cloud site:
by default is called CommunitiesLogin. Use Experience Builder or Visualforce to customize
its appearance.
• If your site uses the Customer Service template, the login page assigned to the site by default Experiences
is called Login. Use Experience Builder to customize its appearance. OR
• To update the login behavior for Visualforce and Experience Builder pages, update the
CommunitiesLoginController Apex controller.
AND an experience
• If you create a custom login page, you must first modify the admin, publisher, or
CommunitiesLoginController Apex controller and the Site.login() Apex builder in that site
method before you can assign it to a site.
• If you create dynamic logos and right-frame URLs, modify your login implementation to direct Cloud site:
the user to the appropriate login URL based on the run-time situation. • Be a member of the site
• Publish custom Experience Builder pages before you assign them to a site. AND Create and Set Up
Experiences
• The login page you select in Experience Workspaces overrides other login page assignments
in Site.com or Salesforce site settings. OR
Follow these steps to set up the Login section of the Login & Registration page. • Be a member of the site
AND an experience
1. From Setup, enter All Sites in the Quick Find box, then click All Sites. Click Workspaces admin or publisher in
next to the name of your site. that site
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2. Select Administration, then select Login & Registration, and make your changes under the Login section.
3. Optionally, choose a custom login page for your site. Select the page type, Experience Builder or Visualforce. Then enter the name
of the page in the search field, and click . In the search results window, click the name of the page to select it.
Note: Only published pages appear in the lookup field when you configure an Experience Builder page for your Login and
Home pages. If there aren’t any published pages in your site, the current selection appears as Default Page. Select Default
Page to revert to the default login page for your site’s template.
Warning: When you customize a login page or any page that includes fields with sensitive or confidential information with
Experience Builder, we recommend that you use only standard components built by Salesforce or components that you built,
customized, or vetted. Use of third-party components and code libraries on a page that includes fields with sensitive or
confidential information can increase your risk for security vulnerabilities.
4. Optionally, select Allow employees to log in directly to an Experience Cloud site. This setting allows your internal users to use
their internal username and password on the site login page.
Employees must be members of the site to log in directly from the site login page. After they log in, your internal users land on the
site home page.
5. Select which login options to display.

By default, users log in to the site using the default site username and password. To allow users to log in with other credentials, like
their Facebook©, Google©, or Salesforce credentials from another org, select them from the list.
Important: Configure authentication provider options in advance to use them for site logins. From Setup, enter Auth.
Providers in the Quick Find box, then select Auth. Providers.
6. Optionally, allow external users to log in with SAML single sign-on (SSO).
SSO is available only if your org has set up SAML for your site on page 193. Setting up SSO requires:
• An Identity Provider Login URL.
• A subdomain created with My Domain. After setting up the subdomain, your application and login page URLs begin with the
name of the subdomain, for example, https://mysubdomain.my.salesforce.com/.
Note: If you enabled Single Sign-On, you can redirect users to a specific page after they’ve logged in to Salesforce. Add a
startURL parameter to the networkId url. To redirect your customers to a specific page, add the following parameter to your
company url: /servlet/networks/switch?networkId=<your 18 digit salesforce site ID,
which can be found at the end of the site url>&startURL=<url of specific page
you want to direct customers to>
To offer multiple SAML single sign-on options, enter Single Sign-On Settings in the Quick Find box, select Single
Sign-On Settings, and then click Enable Multiple Configs. If you already had SAML enabled, and you then enabled multiple SAML
configurations, your existing SAML configuration is converted to work with multiple configurations.
Users see the option Log In with Single Sign-On. If you have enabled multiple SAML single sign-on options, each login option is
labeled with the name of each SAML configuration.
7. Click Save.
Note: Don’t rename or delete the default login page. It can cause problems with the default site login flow.
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IN THIS SECTION:
Use Login Discovery to Simplify Login
If you want your customers and partners to log in with another identifier than their username, such as a phone number or email
address, configure your site with the Login Discovery Page. After users enter the identifier, they are challenged to verify themselves.
For example, they are prompted to enter a verification code sent via email or text. If the user correctly enters the code on the Verify
page generated by Salesforce, the user is logged in to your site. If SSO-enabled, Login Discovery can send the user directly to the
identity provider login page. With Login Discovery, users can identify themselves using an email address or phone number. It also
supports custom identifiers, such as an employee number or federation ID, in Apex.
You can provide Experience Cloud site members with a custom login page that reflects your org’s style and branding. To change
the look, customize the CommunitiesLoginlogin page, or create your own Visualforce page. To change login behavior, modify
the CommunitiesLoginController Apex controller.
SEE ALSO:
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Use Login Discovery to Simplify Login

If you want your customers and partners to log in with another identifier than their username, such
EDITIONS
as a phone number or email address, configure your site with the Login Discovery Page. After users
enter the identifier, they are challenged to verify themselves. For example, they are prompted to Available in: Salesforce
enter a verification code sent via email or text. If the user correctly enters the code on the Verify Classic and Lightning
page generated by Salesforce, the user is logged in to your site. If SSO-enabled, Login Discovery Experience
can send the user directly to the identity provider login page. With Login Discovery, users can
identify themselves using an email address or phone number. It also supports custom identifiers, Available in: Enterprise,
such as an employee number or federation ID, in Apex. Performance, Unlimited,
For an introduction to Login Discovery, watch A Mobile-First World Requires Mobile-First Login.
Create a Login Discovery Page to prompt users to log in with their email address, phone number,
USER PERMISSIONS
or a custom identifier.
Workspaces:
Management OR
Manage Experiences OR
Create and Set Up
Experiences
1. From Setup, enter All Sites in the Quick Find box, then click Workspaces next to your To create and edit
site. Visualforce pages:
2. Select Administration, and then select Login & Registration.
3. Under Branding Options, customize the login page with your own logo, colors, and background.
• Author Apex
For details, see Brand Your Login Page with the Admin Workspace.
• AND Customize
4. For Login Page Type, choose Login Discovery Page. Application
5. For Login Prompt, enter the text that you want to appear as the prompt on your login page.
For example, enter Email Address or Phone Number. You can localize the login prompt with a custom label. Use the
$Label global variable, for example, $Label.loginPrompt.
6. Leave the Login Discovery Handler blank.

7. Click Create a Login Discovery Handler.
Salesforce generates a default login discovery handler after you save the page. But continue to fill out the page before you save it.
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8. For Execute Login As, choose an admin with Manage Users permission.
Execute Login As provides the context in which the Login Discovery handler runs. By assigning a user to the handler, operations
performed by the handler are easily traced back to the login process. In production, you typically create a system user for the Execute
Login As user.
9. Make sure that Allow employees to log in directly to the site isn’t selected.
The Login Discovery Page doesn’t support org employees logging in to the site directly. However, you can customize the handler
to redirect users to an IdP. For employees, you can set up Login Discovery with My Domain. From your My Domain Authentication
Configuration settings, set the login page type to Discovery.
10. Click Save.

Salesforce generates a default login discovery handler and populates the Login Discovery Handler field with its name. This handler
accepts an email address or phone number from the login page and emails or texts a verification code to the user. If the user’s email
or phone number isn’t verified, the user is prompted for a password.
You can modify the Login Discovery handler in Apex to extend its functionality. For details, see the LoginDiscoveryHandler Interface in
the Apex Reference Guide.
Note: To support text-message verification, you purchase a license for Identity Verification Credits. This usage-based license
provides your org a predetermined number of SMS messages for identity verification.

You can provide Experience Cloud site members with a custom login page that reflects your org’s
USER PERMISSIONS
style and branding. To change the look, customize the CommunitiesLoginlogin page, or
create your own Visualforce page. To change login behavior, modify the To create and edit
CommunitiesLoginController Apex controller. Visualforce pages:
Note: To customize the Default login page or Experience Builder login page, you update
the CommunitiesLoginController handler in Apex by following these steps. To
• Author Apex
customize the LoginDiscovery login page, modify the Auth.LoginDiscoveryHandler
interface as described in the Apex Reference Guide. AND
1. From Setup, enter Apex Classes in the Quick Find box, then select Apex Classes. Customize Application
2. Next to CommunitiesLoginController, click Edit.

3. Add the following code.
global PageReference forwardToCustomAuthPage() {
String startUrl = System.currentPageReference().getParameters().get('startURL');
return new PageReference(Site.getPathPrefix() + '/SiteLogin?startURL=' +

EncodingUtil.urlEncode(startURL, 'UTF-8'));
}
4. If you created a custom login page, replace SiteLogin with the name of your Visualforce page.
5. Click Save.
6. Click Edit next to CommunitiesLandingController.
7. Add the following code.
public PageReference forwardToCustomAuthPage() {
String startUrl = System.currentPageReference().getParameters().get('startURL');
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return new PageReference(Site.getPathPrefix() + '/SiteLogin?startURL=' +

EncodingUtil.urlEncode(startURL, 'UTF-8'));
}
8. If you created a custom login page, replace SiteLogin with the name of your Visualforce page.
9. Click Save.
10. From Setup, enter Visualforce Pages in the Quick Find box, then select Visualforce Pages.
11. Click Edit next to CommunitiesLogin.
12. In the first line of code, add the following:
action="{!forwardToCustomAuthPage}"
13. Click Save.

14. Click Edit next to CommunitiesLanding.
15. In the first line of code, add the following:
action="{!forwardToCustomAuthPage}"
16. Click Save.
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Redirect Members to a Custom URL on Logout

When Experience Cloud site members log out, they’re taken to your site login page by default. You
EDITIONS
can choose to redirect them to a different location, such as your company website. Specify the URL
to which site members are redirected when they log out from your site. Available in: Salesforce
1. From Setup, enter All Sites in the Quick Find box, then click All Sites. Click Workspaces Classic (not available in all
next to the name of your site. orgs) and Lightning
Experience
2. Select Administration, then select Login & Registration.
3. Under Logout, enter the URL where you want your site members to go after they log out. Available in: Enterprise,
4. Click Save. and Developer Editions
SEE ALSO: USER PERMISSIONS

Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
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Use Custom Change Password and Forgot Password Pages in Your Experience Cloud
Site
You can customize Forgot Password and Change Password pages from the Experience Workspaces
EDITIONS
Administration Login & Registration page. Or you can create custom password pages in Visualforce.
You can also customize the default password templates in Visualforce. Available in: Salesforce
Note: You can use dynamic branding URLs to specify a branded forgot password page. With Classic (not available in all
orgs) and Lightning
dynamic branding, you can control which password page a user sees when logging in to
Experience
your site.
To use a custom Experience Builder Forgot Password page, first publish your login page in Experience Available in: Enterprise,
Builder. Performance, Unlimited,
1. From Setup, enter All Sites in the Quick Find box, then click All Sites. Click Workspaces
next to the name of your site.
USER PERMISSIONS
3. Under Password, select the page type, enter the name of the page in the search field, and click To customize an Experience
Cloud site:
. In the search results window, click the name of the page to select it. • Be a member of the site
4. Click Save. AND Create and Set Up
Experiences
To revert to the default password page for your site’s template, select Default Page as the page
type. OR
Note: Lightning Out isn’t available on Change Password pages.
AND an experience
SEE ALSO:
Customize Code for Lightning Components on Login Pages To publish an Experience
Cloud site:
Customize Login, Self-Registration, and Password Management for Your Experience Cloud Site AND Create and Set Up
Experiences
OR
AND an experience
that site
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Set Up Self-Registration for Your Experience Cloud Site

Enable self-registration to allow unlicensed guest users to join your site. When your users self-register,
EDITIONS
you can choose to save them as contacts under a business account or create a person account for
each self-registering user. Available in: Salesforce
You can set up self-registration for your site from Experience Workspaces. Classic (not available in all
orgs) and Lightning
Note: You can specify dynamic branding URLs when you customize the self-registration Experience
form. This way, you can control which registration form a user sees depending on who is
accessing the site and from where. Available in: Enterprise,
Follow these steps to let guests join your site. and Developer Editions
1. From Setup, enter All Sites in the Quick Find box, then click Workspaces next to the
name of your site.
USER PERMISSIONS
3. Under Registration Page Configuration, select Allow external users to self-register. Cloud site:
The L&R page now displays fields for setting up self-registration. • Be a member of the site
4. From Registration Page Type, choose a self-registration page from the list.
Experiences
Each self-registration page type has advantages. OR
• Configurable Self-Reg Page—Gives you the ability to decide which identifiers guests register
with, such as an email address, phone number, or username. You choose whether to require AND an experience
them to verify their identity and the information to collect when they register. With this admin, publisher, or
page, you make it easy for guests to sign up by not requiring a username and password. builder in that site
The Configurable Self-Reg Page is branded according to the options set on the L&R page.
• Experience Builder Page—Lets you use the Experience Builder to manage and brand your Cloud site:
self-registration page. This page requires users to register a username and password.
• Default Page—Gives you a simple self-registration page with basic styling. It’s intended to AND Create and Set Up
serve as a starting point to customize the look and behavior of self-registration. Experiences
• Visualforce Page—Let’s you enable the custom Visualforce page that you created to control OR
the self-registration process.
a. If you choose Configurable Self-Reg Page, follow these instructions to set up self-registration. AND an experience
b. that site
If you choose Experience Builder Page, click and select Register from the list. If Register
isn’t listed, return to Experience Builder and click Publish.
c.
If you choose Visualforce Page, click and select the appropriate Visualforce page from
the list.
d. If you choose Default Page, you have a simple self-registration page.
With the Default Page, you can return to the default values when trying out different self-registration options.
5. To assign to self-registering users, select the default profile.
Note: Keep the following in mind when selecting a default profile:

• You can only select profiles that are associated with the site. If the selected profile is removed from the site, the Profile
resets to None.
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• For security reasons, Salesforce discourages the use of standard external profiles for self-registering users. We recommend
that you clone and rename a standard profile and use that one for self-registration. To allow the use of standard external
profiles for self-registration, go to Setup > Digital Experiences > Settings and enable Allow standard external profiles
for self-registration and assignment to users.
• The Allow standard external profiles for self-registration and assignment to users preference can also be enabled
using Metadata API.
6. Select the account that you want to assign self-registering users to.
The self-registering user is assigned as a contact of the account you specify. Ensure that the account you use is enabled as a partner.
Go to the account, click Manage External Account, and click Enable as Partner.For high-traffic sites, we recommend that you
turn on account role optimization. This greatly increases the number of users who can register at a time.
If your org uses person accounts, leave this field blank. Then create a person account for each self-registering user.
7. Click Save.
After you set up self-registration, a Sign Up link appears on your site login page. When clicked, it directs external users to the self-registration
page. When a user self-registers to join your site:
• Salesforce creates a user record with the information provided on the self-registration page.
• The user is assigned the profile that you specified when you set up self-registration.
• The user is associated with a business account or a person account, depending on how you set up your org.
• If a user attempts to self-register under a username that’s already in use, they get an error message. Salesforce administrators aren’t
notified when the error occurs.
Note: When users self-register, they each consume one of your licenses. When setting up your self-registration page, add criteria
to ensure that the right people are signing up. To prevent unauthorized form submissions, we recommend that you use a security
mechanism, such as CAPTCHA or a hidden field, on your self-registration page.
IN THIS SECTION:
Create Person Accounts for Self-Registering Users
If your business deals mostly with individuals, instead of creating them as contacts under a single business account, you can assign
each self-registering user to a person account.
Use the Configurable Self-Reg Page for Easy Sign-Up
You can use the default self-registration page to sign up visitors with a username and password. But to give visitors a simpler,
mobile-centric self-registration experience, use the Configurable Self-Reg Page. With this self-registration page, users can sign up
with only an email address or phone number, instead of having to create a username and password. With this lightweight sign-up
process, you can limit the amount of information that you collect from the users when they sign up. On subsequent logins, you can
get more information, building a member's profile through progressive profiling powered by the login flow.
Verify Member Identities for Experience Cloud Site Self-Registration
When users sign up for your site with an email address or phone number, Salesforce sends them a verification code and generates
the Verify page. The Verify page is where users confirm their identity, and you can replace the default Verify page with your own
using Visualforce and a couple of Apex methods. After verifying their email address, external users can log in with one-time password
(OTP) via email (passwordless login).
Customize the Experience Cloud Site Self-Registration Process with Apex
You can change how external users register for your site by modifying the default self-registration controller or by replacing it with
your own custom self-registration controller. However, it’s easier to modify the generated Configurable Self-Reg handler created
when you choose Configurable Self-Reg Page from the Experience Workspaces Administration Login & Registration page.
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Best Practices and Considerations When Configuring Self-Registration

When configuring self-registration for Experience Cloud sites, keep these best practices and considerations in mind. Remember that
self-registration is open to anyone who chooses to access your site. Think about the implications of giving self-registered users too
much access to objects and records. Keep your business’s security in mind when setting up your security settings. Use the checklist
to assess your org’s readiness for self-registration.
SEE ALSO:

If your business deals mostly with individuals, instead of creating them as contacts under a single
EDITIONS
business account, you can assign each self-registering user to a person account.
Important: Contact Salesforce Customer Support to enable Person Accounts. Only External Available in: Salesforce
Identity, Customer Community, and Customer Community Plus licenses support the creation Classic (not available in all
orgs) and Lightning
of person accounts.
Experience
You set up self-registration for person accounts from your Experience Cloud site’s Login & Registration
page. Under Registration, select Allow external users to self-register. Make sure that the Account Available in: Enterprise,
field is empty. When you remove the Account information, new users are created as person accounts. Performance, Unlimited,
Salesforce creates a separate person account for each self-registering user. Each user is assigned
the default profile you specified while setting up self-registration. You can customize the
self-registration functionality with the self-registration Apex controller (CommunitiesSelfRegController), but it’s not required.
You can also manually create person accounts and assign them to site users with Customer Community and Customer Community Plus
licenses.
SEE ALSO:
Person Accounts
Enable Person Accounts
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Use the Configurable Self-Reg Page for Easy Sign-Up

You can use the default self-registration page to sign up visitors with a username and password.
EDITIONS
But to give visitors a simpler, mobile-centric self-registration experience, use the Configurable
Self-Reg Page. With this self-registration page, users can sign up with only an email address or Available in: Salesforce
phone number, instead of having to create a username and password. With this lightweight sign-up Classic and Lightning
process, you can limit the amount of information that you collect from the users when they sign Experience
up. On subsequent logins, you can get more information, building a member's profile through
progressive profiling powered by the login flow. Available in: Enterprise,
Create a configurable sign-up page from your Experience Cloud site’s Workspaces Login & and Developer Editions
Registration page. It’s available when you create the login page using a Login Discovery Page,
Visualforce Page, or Default Page. If your login page type is an Experience Builder Page, Configurable
Self-Reg Page isn’t available. USER PERMISSIONS
For an introduction to configurable self-registration, watch A Mobile-First World Requires To access Experience
Mobile-First Login. Workspaces:
1. From Setup, enter All Sites in the Quick Find box, then click Workspaces next to your • Access Experience
site. Management OR
2. Select Administration, and then select Login & Registration. Create and Set Up
3. Select Allow customers and partners to self-register. Experiences
4. For Registration Page Type, select Configurable Self-Reg Page. Experience Cloud site
The Login & Registration page displays fields for setting up self-registration.
To create and edit
Visualforce pages:
• Author Apex
• AND Customize
Application
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5. For User Fields, select which fields to display on the self-registration page.
Users are required to supply this information when they register. If the information isn’t supplied, the handler populates the fields
with dummy values. For example, if a last name isn't requested at sign-up, the user is assigned a last name like SiteUser1550768707871.
6. Leave Configurable Self-Reg Handler blank.

7. Click Create a configurable self-reg handler.
Salesforce generates a self-registration handler after you save the page. But continue to fill out the page before you save it.
8. For Execute Registration As, choose a Salesforce admin with Manage Users permission.
Execute Registration As provides the context in which the Configurable Self-Reg handler runs. By assigning a user to the handler,
operations performed by the handler are easily traced back to the registration process. For example, if a contact is created, this user
creates it. In production, you typically create a system user for the Execute Registration As user.
9. For Verification Method, if you want visitors to verify their identity when they sign up, select either Email or Text Message.
To require users to enter a password when they log in, select None.
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The verification method is independent of the user fields you select. For example, if you select Email as a user field and None as the
verification method, Salesforce collects the user’s email address and prompts for a password instead of sending a verification code.
10. If you want users to create a password when they sign up, select Include Password.
When selected, the sign-up page contains Password and Confirm Password fields. Even if you set up email or text verification, you
could collect a password at sign-up as a precaution. For example, if text-message verification is required but the mobile device isn’t
available, the user can log in with a password.
Note: If you select None as the verification method, you must select Include Password. Otherwise, the new user can’t log
in.
If you don’t select Include Password, Salesforce generates a random password when the user is created.
11. For Profile, select a profile configured for your org, such as an External Identity, Customer Community User, or Partner Community
User profile.
This setting assigns new users a profile to control access. The profile selected here is passed to the Configurable Self-Reg handler.
Unless modified, the new user is assigned this profile. If you don’t specify a value here, make sure that your handler sets a user profile
explicitly before inserting a user. Every user requires a profile.
12. For Account, choose the account to contain your site members. Each member is listed as a contact in the account.
The account selected here is passed to the Configurable Self-Reg handler. Leave the field blank if your org is set up for Person
accounts. If you want, you can override Account in Apex. For example, you can disassociate customers or partners from accounts to
create contactless users.
13. Click Save.
Salesforce generates a configurable self-registration handler and populates the Configurable Self-Reg Handler field with its name.
The resulting sign-up form prompts users to register with the user fields that you selected. A user is created only if identity verification
is successful.
14. Check whether self-registration works.
a. From a private (incognito) browser, open your site login page.
b. Click Sign Up, and register a new user.
c. If prompted for an email address or phone number, enter your own to complete the verification process.
d. If verification succeeds, you are directed to the start page configured for your site, typically the site’s home page.
You can modify the handler in Apex to extend its functionality. For example, you can add logic to ensure that the new member’s email
address and phone number are unique in your org. You can also control how the user is created and populate fields on the self-reg form
with your values. However, the handler can’t change the prompts on the self-registration form. These prompts are determined by the
user fields selected on the Login & Registration page, such as First Name and Last Name.
To modify the Configurable Self-Reg handler in Apex, see the ConfigurableSelfRegHandler Interface in the Apex Reference Guide.
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Verify Member Identities for Experience Cloud Site Self-Registration

When users sign up for your site with an email address or phone number, Salesforce sends them
EDITIONS
a verification code and generates the Verify page. The Verify page is where users confirm their
identity, and you can replace the default Verify page with your own using Visualforce and a couple Available in: Salesforce
of Apex methods. After verifying their email address, external users can log in with one-time password Classic (not available in all
(OTP) via email (passwordless login). orgs) and Lightning
Salesforce actually supplies two default Verify pages, one for email and one for SMS verification. Experience
For convenience, you can brand the default Verify pages with your logo, colors, and background, Available in: Enterprise,
but you can’t change the form itself. Here’s the default Verify page for SMS verification. Performance, Unlimited,
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
1. To replace the default Verify page with your own, create a Visualforce page. Include the Apex
methods System.UserManagement.initSelfRegistration and
System.UserManagement.verifySelfRegistration. Experiences
System.UserManagement.initSelfRegistration initiates a verification OR
challenge and includes a user object to be inserted after successful registration.
System.UserManagement.verifySelfRegistration completes the verification, • Be a member of the site
AND an experience
and if successful, the user is created and logged in. The method returns the
Auth.VerificationResult, which contains the verification status and session ID after that site
the user is created.
2. From Workspaces, set up site self-registration with the Email verification method.
a. From Setup, enter All Sites in the Quick Find box, and then select All Sites. Next to your site, click Workspaces.
b. Select Administration, and select Login & Registration.
c. For Registration page type, select Configurable Self-Reg Page.
d. For Verification Method, choose Email.
3. Optional. Create a list view that tracks whether users have verified their email addresses and phone numbers.
a. From Setup, enter Users in the Quick Find box, and then select Users.
b. Click Create New View and select these verification-specific fields.
• Admin Trusted Mobile Number
• One-Time Password App
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• Salesforce Authenticator
• Temporary Code
• U2F Security Key
• User Verified Email
• User Verified Mobile Number

You can change how external users register for your site by modifying the default self-registration
EDITIONS
controller or by replacing it with your own custom self-registration controller. However, it’s easier
to modify the generated Configurable Self-Reg handler created when you choose Configurable Available in: Salesforce
Self-Reg Page from the Experience Workspaces Administration Login & Registration page. Classic (not available in all
These steps describe how to create a custom self-configuration page in Apex. For example, you orgs) and Lightning
can create a self-configuration page to assign different profiles or permission sets for different sites. Experience
The self-registration process entails: Available in: Enterprise,
• Generating a registration form that guests use to register with your site. Performance, Unlimited,
• Confirming that a password reset email is sent. The email is sent to users when the site requires and Developer Editions
users to log in with their passwords.
To generate the registration form, modify CommunitiesSelfRegController and the USER PERMISSIONS
associated CommunitiesSelfReg Visualforce page. You use this single Apex controller
regardless of which registration page type you choose. You also use this controller to implement Cloud site:
multiple sites. Then you direct users to the appropriate start URL for each site. • Create and Set Up
To confirm that a password reset email is sent, modify Experiences AND View
CommunitiesSelfRegConfirmController and the associated Setup and Configuration
CommunitiesSelfRegConfirm Visualforce page. To customize an Experience
Cloud site:
Note: The customizations you make in CommunitiesSelfRegController override
the Login & Registration page settings. In orgs created before the Spring ’15 release, existing AND Create and Set Up
Apex customizations for self-registration remain in effect. Experiences
Note: You can add, edit, or delete Apex using the Salesforce user interface only in a Developer OR
Edition organization, a Salesforce Enterprise Edition trial organization, or sandbox organization. • Be a member of the site
In a Salesforce production organization, you can change Apex only by using the Metadata AND an experience
API deploy call, the Salesforce Extensions for Visual Studio Code, or the Ant Migration Tool. admin, publisher, or
The Salesforce Extensions for Visual Studio Code and Ant Migration Tool are free resources builder in that site
provided by Salesforce to support its users and partners, but are not considered part of our
Services for purposes of the Salesforce Master Subscription Agreement. Cloud site:
1. From Setup, enter Apex Classes in the Quick Find box, then select Apex Classes. • Be a member of the site
2. Click Edit next to CommunitiesSelfRegController. AND Create and Set Up
Experiences
3. Optionally, enter a value for ProfileId to define which type of profile to assign to the user.
OR
4. Enter the account ID for the partner or customer account that users who self-register are
associated with.
AND an experience
This account ID value overrides the default account set on the Login & Registration page. admin or publisher in
that site
Ensure that the account you use is enabled as a partner. Go to the account, click Manage
External Account, then click Enable as Partner.
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5. If you’re enabling self-registration for multiple sites, add code to assign the correct profile, role, and account ID to each site.
6. Click Save.
7. Enable access to accounts and contacts for the guest profile. The guest profile is automatically associated with your site.
a. From Setup, enter All Sites in the Quick Find box, then select All Sites, and click Workspaces next to a site.
b. Select Administration, select Pages, and then click Go to Force.com.
c. Click Public Access Settings.
d. Under Standard Object Permissions, select Read and Create next to Accounts and Contacts and click Save.
e. Under Enabled Apex Class Access, click Edit.
f. Add CommunitiesSelfRegController to Enabled Apex Classes, and click Save.
g. Under Enabled Visualforce Page Access, click Edit.
h. Add CommunitiesSelfReg to Enabled Visualforce Pages, and click Save.
8. Optionally, to customize the contents of the default self-registration page, edit the CommunitiesSelfReg page.
Note: Don’t rename or delete the default self-registration page. It can cause problems with the self-registration flow.
a. From Setup, enter Visualforce Pages in the Quick Find box, then select Visualforce Pages.
b. Click Edit next to CommunitiesSelfReg.
c. Add code to customize the fields required for self-registration or the page’s look and feel.
In the default form, all fields except Password are required.
d. Click Save.
When setup is complete, external users who submit the completed self-registration form are logged in to the site.
Note: If a user self-registers for a site with Chatter Answers enabled, the Chatter Answers User permission is not set for the user.
If you’re using a custom Visualforce self-registration page instead of the default, update CommunitiesSelfRegController.
Then replace CommunitiesCustomSelfRegPage with the name of your custom self-registration page.
Best Practices and Considerations When Configuring Self-Registration

When configuring self-registration for Experience Cloud sites, keep these best practices and considerations in mind. Remember that
self-registration is open to anyone who chooses to access your site. Think about the implications of giving self-registered users too much
access to objects and records. Keep your business’s security in mind when setting up your security settings. Use the checklist to assess
your org’s readiness for self-registration.
General Best Practices and Considerations
• Assign a cloned standard site profile as the default for self-registration. Never use a standard site profile as the default self-registration
profile.
• Use a restrictive default profile. If needed, open up object access using other sharing mechanisms, such as permissions sets or sharing
rules.
• Create a separate profile or permission set for each self-registration use case and site. For example, set up an account permission set
for your self-service site, and another account permission set for your partner portal.
• Make sure that your object data is secure by checking your org’s sharing and object settings. Run an audit of internal and external
org-wide defaults, object access, sharing rules, and all other sharing mechanisms before setting up self-registration.
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• Apply the same considerations and best practices that you do for self-registered users to social logins, such as logins using Facebook,
LinkedIn, and Google.
Best Practice for Experience Builder Sites
• Consider using audience targeting to restrict user access to pages or content and deliver a scaled down site experience.
Self-Registration Checklist
Use this questionnaire to answer some questions and assess your org’s readiness for self-registration.
• What records do you want self-registered users to view?
• What fields on the object do you want self-registered users to view or edit?
• How much access do you want self-registered users to have?
• Do you want self-registered users to create records?
• Do you want self-registered users to edit records?
• Do you want self-registered users to delete records?
• Do you want self-registered users to see other users in the org?
• If so, do you want to hide some personally identifiable information fields?
• Do you want self-registered users to create groups in the site?
Note: If possible, limit group creation.
• Can self-registered users be group managers?
Note: Assess the implications of an unvetted group manager.
• Can self-registered users post and comment in a site?
Note: Set up moderation rules for all sites.
• Can self-registered users create and manage topics?

• Can self-registered users @mention everyone in the site?
• Can self-registered users access files in public groups?
• Can self-registered users use direct messages?
• Do the search configurations give self-registered users access to the right data?
• What does a self-registered user’s folder access look like?
Note: Folder access controls access to reports, dashboards, emails, and libraries.
• Can self-registered users access connected apps?

• Can self-registered users access Visualforce pages and Apex classes?
• Do self-registered users have API access?
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To add custom logic to the Login pages in Experience Builder sites, customize the Lightning
EDITIONS
component for those pages.
Each site comes with a default set of Login pages: Check Password, Forgot Password, Login, Login Available in: Salesforce
Error, Register. Each has a standard Lightning component that drives this functionality. You can add Classic (not available in all
code logic to customize the login experience per your company and site’s requirements. orgs) and Lightning
Experience
1. From Setup, enter Lightning Components in the Quick Find box, then select
Lightning Components under Develop. Available in: Enterprise,
2. From the list of components, click the one you want to customize.
For example, to customize the login experience, click loginForm.
3. On the Lightning component detail page, click Developer Console. USER PERMISSIONS
4. In the Developer Console workspace, add
To create and edit Lightning
implements="forceCommunity:availableForAllPageTypes" to the
components:
<aura:component> tag. Implementing the
forceCommunity:availableForAllPageTypes interface exposes the component
in Experience Builder.
5. Add custom code logic and save your changes as a new custom component.
6. Go back to Experience Builder in your site and bring up the Login page from the list of pages. The custom component you created
appears on the list of components.
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Set Up and Manage Experience Cloud Sites Enable Other Salesforce Features in Experience Cloud Sites
Enable Other Salesforce Features in Experience Cloud Sites

Experience Cloud offers a platform to expose a ton of Salesforce features and functionality to site
EDITIONS
members. For example, enable Salesforce Knowledge so customers can view knowledge articles
in your site. Enable case feeds to facilitate discussions over customer cases. Or, let partners view Available in: Salesforce
Tableau CRM dashboards in your site. There’s also Chatter Questions, direct messages, Classic (not available in all
Question-to-Case, and field service data. It’s all fair game! orgs) and Lightning
Experience

Enable Cases for Experience Cloud Site Users

Enable cases for external users so that they have access to and can create cases in your Experience
EDITIONS
Cloud sites.
When you enable cases for external users in your Experience Cloud site, you can assign cases to Available in: Salesforce
those members. Additionally, external members can edit cases, create new cases, add case Classic (not available in all
comments, reassign cases, find case solutions, and create case teams. orgs) and Lightning
Experience
Note: Case comments added by external users in sites are public and can be viewed by any
user that can view the case. Also, external users can’t edit case comments, associate assets Available in: Enterprise,
with cases, delete cases, or update the case status. Performance, Unlimited,
1. Add the Cases tab to the list of available tabs in your site.
2. Set tab visibility and “Read,” “Create,” and “Edit” object permissions. You can either set them on
USER PERMISSIONS
the profile or using a permission set. We recommend using a permission set if you plan to apply
these permissions selectively. To enable cases:
a. If using a profile, such as the Partner Community profile, set the cases tab setting to • Manage Profiles and
Default On and enable the “Read,” “Create,” and “Edit” object permissions for cases. Permission Sets
b. If using a permission set, create a permission set with the following settings for cases:
• In the Tab Settings, select Available and Visible.
• In the Object Settings, select “Read,” “Create,” and “Edit”.
If case comment notification to contacts is enabled, emails sent to external users include a link to the Experience Cloud site. Emails sent
to contacts for case creation and update notifications also include a link to the site.
SEE ALSO:
Restrict Experience Cloud Site User Access to Cases
Enable Portal Reply Email Notifications in Case Feed
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Restrict Experience Cloud Site User Access to Cases

Determine whether users with Customer Community Plus licenses can view and edit cases in which
EDITIONS
they are listed as the contact. You can disable the standard sharing behavior that grants the assigned
contact and everyone in their role hierarchy access to a case. After disabling this sharing behavior, Available in: Salesforce
you can control access to cases by creating a manual share or by using Apex managed sharing. Classic (not available in all
For example, Acme has offices around the world, and it wants to keep its cases private within each orgs) and Lightning
office location. By disabling the standard sharing behavior, Experience Cloud site users who transfer Experience
from one of Acme’s locations to another can no longer bring their assigned cases with them. Available in: Enterprise,
1. From Setup, enter Sharing Settings in the Quick Find box, and then select Sharing Performance, Unlimited,
Settings. and Developer Editions
2. In the Other Settings section, deselect Grant site users access to related cases.
Site Case Feed

With the site case feed, agents and Experience Cloud site members see the life cycle of a case from
EDITIONS
start to finish. All case interactions appear in a unified, chronological Chatter case feed. Site members
benefit from the added functionalities of Chatter, while support-side features help agents provide Available in: Salesforce
efficient, personalized support. Classic
The site case feed gives Experience Cloud site users an intuitive environment where they can manage
their cases. Internal and external users see the following interactions in the site case feed:
• Chatter text, file, and link posts and Developer Editions
• Questions in Chatter that are associated with the case
• Case emails
Note: To learn more about case email visibility, see Emails in the Site Case Feed.
• Read-only social posts on cases if your Salesforce admin enables them

Site case feed in an Experience Cloud site built on the Customer Service template:
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Using the publisher (1), users create posts and attach files to the case. The feed (2) comes fully equipped with Chatter’s collaboration
tools: users can bookmark, like, and comment on posts, and mention other users. Images and comments appear inline, making it easy
to scan the feed for details. The Attachments component (3) displays all case attachments.
When the site case feed is enabled, support agents can:
• Use the action in the console case feed to answer questions and create private and public Chatter posts on cases
• Expose or hide a published post or email in the site case feed of external users
The site case feed is available in all Experience Cloud sites that use the self-service templates or Salesforce Tabs + Visualforce.
Known Issues
• In sites built on templates, emails in the site case feed don’t display inline images or clickable links.
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• In sites built on the Koa or Kokua templates, users’ names in the site case feed look like links but don’t lead anywhere.
SEE ALSO:
Site Case Feed Considerations
Set Up the Site Case Feed
Expose or Hide a Published Post or Email in the Site Case Feed
Post on Cases and Experience Cloud Site Questions with the Experience Action in the Case Feed

The site case feed lets Experience Cloud site users and support agents see all case interactions in a
EDITIONS
unified feed. Also, agents can take more actions directly from the console. To set up the site case
feed, enable it in your org and make sure that the case page in your site is properly configured. Available in: Salesforce
Important: Before setting up the site case feed, read Site Case Feed Considerations. Classic

1. Enable the site case feed:
a. From Setup, enter Support Settings in the Quick Find box, then select Support and Developer Editions
Settings.
b. Select Enable Site Case Feed. USER PERMISSIONS
c. Optionally, select Enable Email Notifications for Case Posts (recommended).
To enable the site case feed:
d. Click Save.
2. If your site was built using Salesforce Tabs + Visualforce, make sure that your case page includes • Compact case feed
a Chatter feed. enabled in your org
3. If your site uses the Customer Service template, confirm that your active case detail page
supports the site case feed:
a.
In Experience Builder, click .
b. Click Page Management.
c. Find Case Detail in the Name column, and make sure the active page assigned to it is either Chatter Case Detail (the default) or
Record Detail.
If you change the active case detail page, publish your change.
Important: If the site case feed is enabled and you use Basic Case Detail as your active case detail page, external users
see only case comments—not Chatter posts or emails—in their case feed. This gives external users far less visibility into
their cases. To give users a full view of their case interactions, use Chatter Case Detail or Record Detail as your active case
detail page.
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Site Case Feed Considerations

Before setting up the Experience Cloud site case feed, review this information.
EDITIONS
If the site case feed is enabled:
• Agents can use the action in the console case feed to answer questions and create private and
Classic
public Chatter posts on cases.
• Agents can expose or hide published Chatter posts and emails in the case feed of external site Available in: Enterprise,
users. Performance, Unlimited,
• External site users with access to a case see associated Chatter posts, questions, and emails in
their case feed.
If email notifications for case posts are enabled:
• When someone makes an externally visible post on a case and the Visible in Self-Service Portal setting is selected on the case, all
case contacts that are also site members are notified by email. They can comment on the post by replying to the email.
• If you’re already using custom email notification settings, such as those triggered by workflows, selecting this preference can create
duplicate email notifications.
• In sites built on the Customer Service template or Salesforce Tabs + Visualforce, you can turn off these notifications. In your email
notification settings, deselect Posts on one of my cases under “Email me when someone...”.
SEE ALSO:
Emails in the Site Case Feed
Emails in the Site Case Feed

When you enable the Experience Cloud site case feed, external users with access to a case see case emails in their feed. Emails in the
site case feed include the email’s author, recipients, text, and time sent.
By default, if the case contact sends or receives a case email, that email appears in the feed of all users—both internal and external—with
access to the case. For an external user to view the case, their profile must include access to cases in the site.
For example, suppose Rita, an external user, posts a question. The question remains unresolved, and a moderator creates a case from it
using the Question-to-Case action. If the support agent assigned to the case emails Rita from the email publisher, Rita and all other users
with access to the case see the email in their case feed. Users with access to a case typically include the assigned support agent and the
case contact.
If the site case feed is enabled, you can write an Apex trigger or process to hide or expose all case emails in the feeds of external site
users. The IsExternallyVisible field of the EmailMessage object controls the visibility of email messages in the site case feed.
When the field is set to true emails sent or received by the case contact are visible to external users with access to the case.
Example: The following trigger exposes all case emails in the feeds of external users with access to the case. This means that
case emails between internal users are also visible to external users with access to the case (for example, if the assigned support
agent used the email publisher to email their shipping vendor). To hide all case emails from external users’ case feeds, simply
change true to false:
trigger makepublic on EmailMessage (before Insert) {
for(EmailMessage oe:trigger.new){
oe.IsExternallyVisible=true;
}
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SEE ALSO:

When necessary, support agents can expose or hide individual case emails and published Chatter
EDITIONS
posts in the case feed of Experience Cloud site users.
To change the external visibility of a published Chatter post or email on a case: Available in: Salesforce
Classic
1. Navigate to the post or email in the compact case feed.
2. In the post or email’s drop-down menu: Available in: Enterprise,
• Select Make Public to expose an internal Chatter post or email in the case feed of external and Developer Editions
users with access to the case
• Select Make Private to remove a Chatter post or email from the case feed of external users
USER PERMISSIONS
with access to the case
To edit the external visibility
Make Public option on a case Chatter post:
of a published Chatter post
or email on a case:
• Edit My Own Posts
• Edit Posts on Records I
Own
• Compact case feed
enabled in your org
• Site case feed enabled
in your org
Make Public option on a case email:
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The agent who owns the case and their superiors see the Make Public and Make Private options on all case emails and Chatter posts
on the case. Internal users who don’t own the case also see these options on case posts or emails that they authored.
Making Emails and Chatter Posts Private
Clicking Make Private on a case Chatter post or email means that the case contact and any other external users with access to the
case no longer see the post or email in their case feed. (It still appears in the feeds of internal users with access to the case.) An agent
might choose to make an email or post in the site case feed private if they want to hide their correspondence with the case contact
from the case feed of other external users with access to the case.
Note: Keep in mind that when you make an email private, the email recipient(s) already received the email. Similarly, when
you make a Chatter post private, remember that external users with access to the case may have been notified by email when
it was first posted.
Making Emails and Chatter Posts Public
Clicking Make Public on a case Chatter post or email means that the case contact and any other external users with access to the
case now see the post or email in their case feed. An agent might choose to make an email or post in the site case feed public in
order to keep the case contact updated about internal progress on the case.
Note:
• The case feed offers handy visual cues to help agents quickly identify which case posts are externally visible. To learn about
enabling these visual cues, see “Feed View Options” in Settings for Feed Views in Case Feed.
• You can write an Apex trigger or process to hide or expose all case emails from the site case feed of external users. For more
information, see Emails in the Site Case Feed.
SEE ALSO:
Site Case Feed
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Enable Chatter Questions in Your Experience Cloud Site

Chatter Questions helps you promote engagement by giving users the ability to ask and answer
EDITIONS
questions in their Chatter feed, in groups, and in records. Members in your users’ groups and
Experience Cloud sites can answer questions in Chatter just as they would comment on a Chatter Available in: Salesforce
post. Users in sites built on the Customer Service template can also attach files to questions. Classic
To set up Chatter Questions, add the Question action to the global publisher layout. In orgs created
Chatter Questions is
after Summer ’14, the Question action is automatically added, but we recommend dragging it to
available in: Group,
the far left to increase its visibility. Professional, Developer,
Performance, Enterprise,
and Unlimited Editions.
USER PERMISSIONS
To edit the global publisher

layout:
1. From Setup, enter Publisher Layouts in the Quick Find box, then select Publisher Layouts.
2. Click Edit next to the global publisher layout.
3. Drag the Question action from the palette to the global publisher layout. If the Question action already appears in the layout, drag
it to the location where you want it.
4. Click Save.
Note: If you're using a customized publisher layout in groups or on records, make sure that the Question action is added to those
layouts as well.
SEE ALSO:
Track Use of Chatter Questions in Your Salesforce Organization and Experience Cloud Sites
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Send Emails to Leads and Contacts from an Experience Cloud Site

Enable the Send Email button, so partner and customer users can send emails to leads and contacts
EDITIONS
from their Experience Cloud site.
1. Click Edit next to the Partner or Customer user profile. Available in: Enterprise,
2. Scroll down to General User Permissions and select Send Email.
3. Save your changes.
4. From Object Manager, enter Contact in the Quick Find box. Select Contacts > Page USER PERMISSIONS
Layouts > Contact Page Layouts.
5. Add the Activity History related list to the page layout. To manage external users:
6. Add the Email action to Salesforce Mobile and Lightning Experience Actions.
7. Save your changes. profiles:
8. Repeat steps 4–7 for Leads. • Manage Profiles and
Permission Sets
9. To enable partner or customer site users to send emails to groups of leads, contacts, or campaign
members, click Edit next to their user profile.
10. Select Send Email, Mass Email, and Allow sending of List Emails, from General User Permissions.
11. Repeat steps 4–7.
Enable Upvotes and Downvotes

Enable upvoting and downvoting in lieu of liking questions and answers in your Experience Cloud
EDITIONS
site. When you enable upvoting and downvoting, members see an Upvote option under a question
or answer and a Downvote option on the question or answer’s overflow menu. The Like option Available in: Experience
goes away. Upvoting and downvoting are disabled by default in Experience Cloud sites created in Builder sites
Spring ’19 and later.
For sites created before the Winter ’18 release, it’s an easy task to enable up and down voting.
USER PERMISSIONS
To enable up and down

voting:
Experiences
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When you change to upvotes, pre-existing likes are included in the upvote count. Click the count to see a list of the people who have
upvoted.
Note: No one is listed more than once, even if a person both liked and upvoted a question or answer. But each like and upvote
is counted. For example, if someone both liked and upvoted a question, the count is 2, although their name is listed only once. If
you prefer not to merge your like and upvote counts, contact Salesforce support.
Note: On influence cards, upvotes count as likes received. Your own upvotes on your own posts or comments aren’t counted
towards influence. Downvoting a post or comment doesn’t reduce the like count, unless a user is changing their own upvote to
a downvote.
1. Go to Experience Workspaces and click Administration > Preferences.
2. Under Experience Management, select Allow members to upvote and downvote.
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3. Click Save.
Assign Permission to Verify Answers for Your Company

Sometimes there’s more than one correct answer to a question. Among the correct answers, your
EDITIONS
company can prefer one course for people to follow. You can highlight an answer your company
endorses by marking it as Company Verified. Questions marked as Company Verified or as Best Available in: Experience
Answer are copied to the top of the thread under a Top Rated Answers section. As the community Builder sites
manager, you can give permission to the members best qualified to speak for the company. You
can grant Verify Answers to Chatter Questions through user profiles or permission sets. Available in: Enterprise,
Assign the Verify Answers to Chatter Questions permission in Setup. You can assign the and Developer Editions
permission by adding it to a permission set or a user profile.
USER PERMISSIONS
Assign Permission to Verify Answers Through a Permission Set
To assign permission to
These steps guide you through assigning the Verify Answers to Chatter Questions permission
company-verify answers:
through a permission set.
Assign the Verify Answers to Chatter Questions permission in Setup. Experiences
1. In Setup, enter Permission Sets in the Quick Find box, then click Permission Sets
in your results.
2. Open the permission set you plan to use.
3. Open System Permissions, click Edit, and select Verify Answers to Chatter Questions.
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4. Click Save.
5. If necessary, assign the permission set. You can assign permission sets to a single user from the user detail page. You can assign
multiple users to a permission set from any permission set page.
The Company Verify option appears on the answer overflow menu only to users with the Verify Answers to Chatter Questions
permission.
SEE ALSO:
Manage Permission Set Assignments
Assign Permission to Verify Answers Through a User Profile

These steps guide you through assigning the Verify Answers to Chatter Questions permission through a user profile.
Assign the Verify Answers to Chatter Questions permission in Setup.
1. In Setup, enter Profiles in the Quick Find box, then click Profiles in your results.
2. Click Edit next to the profile you plan to use.
3. Under Administrative Permissions, select Verify Answers to Chatter Questions.
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4. Click Save.
All users with this profile are now able to verify answers on behalf of your company in the Experience Cloud site feeds that they have
access to.
Note: The Company Verify option appears on the answer overflow menu only to users with the Verify Answers to Chatter
Questions permission.
Assign Post Pinning Permission

Let post pinning get your most critical information the best exposure. In Experience Cloud site
EDITIONS
group and topics feeds, when someone posts critical information, an authorized user can pin that
post to the top of the feed. The post stays in place until an authorized user unpins it. Authorized Available in: Experience
users can pin up to three posts to the top of a feed. After you enable post pinning through your Builder sites
org’s Chatter settings, you can assign the Pin Posts in Feeds permission through a permission set
or a user profile. Available in: Enterprise,
USER PERMISSIONS
To assign post pinning

permission:
• Enable Chatter
AND
Create and Set Up
Experiences
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When all permissions are in place, the Pin option appears on a feed item’s overflow menu in Experience Cloud site group and topics
feeds. The Pin option doesn’t appear on a feed item’s overflow menu in the item’s detail view.
Start by enabling post pinning for your org. Go to Setup > Chatter Settings, and select Allow post pinning. After post pinning is
enabled, admins, community managers, and group owners and managers can pin posts. Admins can also assign the Pin Posts in Feeds
permission to selected users. Assign post pinning permission in Setup through user profiles and permission sets.
When you pin a post, it appears twice in the feed: where it was posted and in its pinned position at the top of the feed. You can pin only
the posts that were added directly to the feed. You can’t pin posts that were added through an @mention.
Pinned posts are similar to announcements with these differences.
• Announcements are available only to group feeds. Post pinning is available to group and topics feeds.
• Announcements follow a linear timeline: you post it and you let it expire. Pinned posts are more flexible: you can pin posts from the
past or the present.
• An announcement expires on a set date. A pinned post stays pinned until an authorized user unpins it.
• As the admin, you can choose who is authorized to pin posts. Only group owners and managers and users with the “Modify All Data”
permission can post and delete group announcements.
• Authorized users can pin up to three posts to the top of a feed. You can post one announcement per group feed.
• You can add style to a pinned post with the rich text editor.
Assign Permission to Pin Posts Through a Permission Set

These steps guide you through assigning the Pin Posts in Feeds permission through a permission set.
Before you assign the Pin Posts in Feeds permission, enable post pinning for your org. Go to Setup > Chatter Settings, and select Allow
post pinning.
Assign the Pin Posts in Feeds permission in Setup.
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1. In Setup, enter Permission Sets in the Quick Find box, then click Permission Sets in your results.
2. Open the permission set you plan to use.
3. Open System Permissions, click Edit, and select Pin Posts in Feeds.
4. Click Save.
If necessary, assign the permission set. You can assign permission sets to a single user from the user detail page. You can assign
multiple users to a permission set from any permission set page.
Note: The Pin Post option appears on the post overflow menu only to users with permission. The option appears on the
post overflow menu only in the feed and not in the post’s detail view.
SEE ALSO:
Manage Permission Set Assignments
Assign Permission to Pin Posts Through a User Profile

These steps guide you through assigning the Pin Posts in Feeds permission through a user profile.
Before you assign the Pin Posts in Feeds permission, enable post pinning for your org. Go to Setup > Chatter Settings, and select Allow
post pinning.
Assign the Pin Posts in Feeds permission in Setup.
2. Click Edit next to the profile you plan to use.
3. Under Administrative Permissions, select Pin Posts in Feeds.
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4. Click Save.
Everyone assigned the edited profile can pin up to three posts to the top of the group and topics feeds that they have access to.
Note: The Pin Post option appears on the post overflow menu only to users with permission. The option appears on the
post overflow menu only in the feed and not in the post’s detail view.
Move Feed Items from One Public Group Feed to Another

In Experience Cloud sites, the Move option on feed item overflow menus offers a way to relocate
EDITIONS
feed items from one public group feed to another. Use Move to improve an item’s visibility or to
place it in a more relevant context. For example, if a user posts a Sales poll in a Marketing feed by Available in: Experience
mistake, the poll can easily be moved to the right location. System Administrators, Community Builder sites in Essentials,
Managers, and Chatter Moderators can move posts, polls, and questions. Enterprise, Performance,
Unlimited, and Developer
Note: You can’t move feed items into or out of public, broadcast-only groups.
editions.
When you move an item:
• Mentions are preserved. USER PERMISSIONS
• Announcements become announcements in the target group.
To move feed items from
• Things that are included in or attached to the feed item stay included or attached. one public group feed to
another
For example, moved items bring their answers, comments, replies, topics, bookmarks,
attachments, and other related entities with them. If an answer is marked as best, that status • Is a System
is preserved. Administrator OR has the
permission
Note: To move a post that’s pinned, unpin it first. • Moderate Experiences
Feeds
1. Open the overflow menu on the feed item to be moved, and select Move. • AND is a member of the
2. In the Move Feed Item to Another Public Group dialog, search for the group to move the item
to.
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3. In the search results, select the target group, and then click Move.
The item, along with all of its related entities, is removed from the first public group and placed in the second.
Users receive notifications about the moved feed item according to their preferences. So, assuming people have opted in to the related
notification setting:
• People who follow the target group are notified.
• When the person who moved the feed item is also a follower of the target group, they are notified.
• People who are mentioned in the moved feed item are notified about the mention.
• The moved item’s author is not notified. The author isn’t notified because, no matter their notification settings, a feed item’s author
isn’t notified about their post actions.
SEE ALSO:
Assign a Default Experience to a User Profile

Assign a default experience to a user profile to associate that profile with a specific community,
EDITIONS
portal, or site. Any links in the notification lead back to the default experience—no more news from
nowhere. Available in: Lightning
Assign a Default Experience value in Setup through Profiles. communities, portals, and
sites
2. Click the name of the profile you want to change. Available in: Enterprise,
3. In the Default Experience section, click Edit. and Developer Editions
4. Select an experience from the Experience list.
5. Click Save. USER PERMISSIONS
All members who are assigned the user role are associated with the selected default experience.
When they receive email notifications about network-agnostic objects, like accounts, cases, To assign a default
experience to a user profile:
and opportunities, links in the notification emails lead back to the default experience. When
• Chatter Enabled
they receive their new-user email or notifications about password resets, links in those messages
also lead back to their default experience. AND
Create and Set Up
Experiences
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Add Rich Publisher Apps to Your Feeds

Customize the Chatter publisher with payloads that are unique to your business process. Add a
EDITIONS
form to a post; choose from a selection of branding images; add inspiration to your feed with
profound quotations. Select from the custom apps your team creates or acquires from AppExchange. Available in: Experience
Add up to five apps to the Chatter publisher. Builder sites
Add Rich Publisher Apps to the Chatter publisher.
1. Go to Experience Workspaces. Performance, Unlimited,
2. Click Administration > Rich Publisher Apps. and Developer Editions
3. Move apps between the Available Apps and Selected Apps lists.
USER PERMISSIONS
To add Rich Publisher Apps

to the Chatter publisher:
• Chatter Enabled
AND
Create and Set Up
Experiences
4. Rearrange the Selected Apps list in the order you want the apps’ icons to appear in the Chatter publisher.
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Selected apps appear to the right of the Attach icon in the Chatter publisher. The apps appear in the order you arranged them in
the Selected Apps column.
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Enable Direct Messages in Your Experience Cloud Site

Allow members to send direct messages to start a private conversation with up to 16 people,
EDITIONS
including the sender. Direct messages are supported in all Experience Builder sites and in Lightning
Bolt Solutions, such as the Lightning Partner Management solution. Available in: Salesforce
Note: Review the limitations that apply before you enable direct messages. Classic (not available in all
orgs) and Lightning
Direct messages offer privacy for more sensitive conversations. Imagine a scenario where a customer Experience
brings up an issue they have with a product in the Experience Cloud site feed. A support agent can
share that post and address the customer’s concerns privately in a direct message. Similarly, a Performance, Unlimited,
channel manager can discuss sensitive sales data with one or more partner users in a partner site. and Developer Editions
Note: Private messages and direct messages are separate features. Direct messages are
newer and offer a richer feature set for private communication. Direct messages are based USER PERMISSIONS
on Chatter and offer a rich text editor that supports inline images and attachments. With
direct messages, you can start a message right from a feed post. To enable direct messages:
1. Make sure that Chatter is enabled in your org.
Management OR
2. Open Experience Workspaces. Manage Experiences OR
Create and Set Up
3. Under Administration, click Preferences. Experiences
4. Select Enable direct messages and save your changes. AND
5. In Experience Builder, click the Profile Header component on the Home page and select Is a member of the
Include My Messages. The My Messages link appears in the user profile dropdown menu. Experience Cloud site
6. Optionally, add other components to your pages to facilitate easy access to direct messages. To enable Chatter:
• Add the Messages page to your site’s navigation menu for prominent placement and easy • Customize Application
access.
• Add the New Message Button component to any page you want to allow members to
create messages from.
• Add the Message Notification component to the home page.
7. Publish your Experience cloud site.

After enablement, members can start a direct message conversation:
• From the Messages page.
• From user profiles and from hovers on users names.
• From the Message Notification and the New Message Button components on site pages.
• By sharing a feed post as a direct message.
Members can also flag messages that are spam or inappropriate. They can also opt to receive email notifications when someone sends
them a direct message or responds to a conversation they’re a part of. Members can access their direct message conversations by clicking
My Messages in their user profile dropdown menu.
Note: The maximum number of people who can participate in a single direct message, including the sender, is 16. If people leave,
you can add more people, up to a total of 16.
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Here’s what the messages list view looks like:
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SEE ALSO:
Moderate Flagged Direct Messages in Your Experience Cloud Site
Manage Your Community Email Notifications
Direct Message Limitations

Before you enable direct messages for your Experience Cloud site, review these considerations.
EDITIONS
• Direct messages require that Chatter is enabled in your org.
• Direct messages can be enabled only in Experience Builder sites and in Lightning Bolt Solutions. Available in: Salesforce
• Users with the View All Data and Modify All Data permissions can’t access direct message data
orgs) and Lightning
unless they are participants in the conversation. Experience
• Only users with the Manage Chatter Messages and Direct Messages permission can view all
the direct messages data in your org. Available in: Enterprise,
• The maximum number of people who can participate in a single direct message, including the and Developer Editions
sender, is 16. If people leave, you can add more people, up to a total of 16.
• To moderate flagged direct messages, the moderator needs the Moderate Chatter Messages
and Direct Messages permission and the Moderate Experiences Chatter Messages permission.
• To maintain privacy, direct messages aren’t included in search results.
• When members flag a direct message, the entire conversation is flagged. Individual messages can’t be flagged.
• If you have private messages enabled, they remain available. However, direct messages are better integrated with Lightning
technology. We recommend that you switch to direct messages.
For Developers
Direct messages are supported in Connect REST API. Under the hood, direct messages are a special implementation of feed posts and
comments parented to a direct message entity. If you use Connect REST API to create a custom implementation of direct messages, a
few things to keep in mind:
• The first message is stored as a feed post and the responses are stored as comments.
• Unlike other objects, direct messages can’t have multiple feed posts associated with a single direct message conversation.
• You can’t follow, like, share, mention people in, mute, and bookmark feed items associated with direct messages. You also can’t
associate topics with direct message feed items.
• Feeds associated with direct messages aren’t accessible via search, public feeds, or streams.
• Email notifications for direct messages aren’t supported for custom implementations built for the internal Salesforce org.
• In the Experience Cloud site UI, direct messages display only to the participants in the conversation. However, Apex code runs in
system mode, which means that the permissions of the current user aren’t considered. This limitation has implications for pages
that use Apex and Visualforce.
– Review your Visualforce pages for any potential exposure of direct message data.
– Review your AppExchange apps that are written in Apex to ensure that direct message data isn’t exposed.
– Visualforce and Apex developers in your org might be able to access direct message data.
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Use permission sets, profile-level permissions, and sharing checks in your code to limit user access.
SEE ALSO:
Enable Direct Messages in Your Experience Cloud Site
Set Up Question-to-Case
Add Question-to-Case to your Experience cloud sites, your Salesforce org, or both.
EDITIONS
Question-to-Case lets moderators create cases from unresolved questions in Chatter, which makes
it easier to track and resolve your customers’ issues. Moderators can create cases from questions Available in: Salesforce
directly in the feed, or you can set up processes—similar to workflow rules—in Process Builder to Classic
automatically create cases from questions that meet specified criteria. Cases from questions are
Available in: Group,
added to a queue so support agents can claim them.
Professional, Enterprise,
Question-to-Case is available only in Experience Cloud sites where Chatter Questions is enabled.
IN THIS SECTION:
1. Question-to-Case Overview
Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’
issues. Question-to-Case is available in your Salesforce org and Salesforce mobile web, as well as in Experience Cloud sites where
Chatter Questions is enabled.
2. Enable Question-to-Case
Question-to-Case lets moderators create cases from questions in Chatter. Creating cases from questions ensures that your customers’
questions are quickly resolved. Enable Question-to-Case in your Experience Cloud sites, Salesforce org, or both.
3. Add the Question from Chatter Field to the Case Detail View
When a case is created from a question in Chatter, the Question from Chatter field on case detail pages displays a link to
the original question. This field helps agents quickly navigate to the feed.
4. Add the Escalate to Case Action to the Feed Item Layout
Give moderators the ability to create cases from questions by adding the Escalate to Case action to Chatter Questions pages. This
action is created automatically when Question-to-Case is enabled in your organization.
5. Confirm Access to the Escalate to Case Action
Does your Salesforce org use more than one record type for cases? Make sure that the profiles that need Question-to-Case have
access to the record type associated with the Escalate to Case action. If your org has only one record type for cases, skip this process.
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6. Customize the Escalate to Case Action Layout

Choose which fields appear on the Escalate to Case action, and in what order, based on the information you need to track for each
case.
7. Automatically Assign Cases from Questions to a Queue
Case assignment rules aren’t supported in Question-to-Case, so by default, cases created from questions are assigned to the moderator
who escalates the question. You can write a workflow rule or process that automatically adds cases that were created from questions
to a queue so agents can claim them.
8. Automatically Create Cases from Unresolved Questions in Chatter
As your Experience Cloud site or org develops, ensure that users get speedy answers to their questions. Question-to-Case lets
moderators escalate unresolved questions to cases in the feed, but you can make your case resolution process even more efficient
by setting up processes—similar to workflow rules—in Process Builder. Set up a process that automatically creates a case from
questions that meet specified criteria.
9. Create a Case from a Question in Chatter
If a question in Chatter hasn’t been resolved, moderators can create a case from the question. Question-to-Case must be enabled
in your org or Experience Cloud site.
Question-to-Case Overview
Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to
EDITIONS
track and resolve your customers’ issues. Question-to-Case is available in your Salesforce org and
Salesforce mobile web, as well as in Experience Cloud sites where Chatter Questions is enabled. Available in: Salesforce
When a customer uses the Question action in Chatter to ask a question, similar questions and Classic
Knowledge articles appear below the Chatter publisher. If the similar questions and articles don’t
address the issue, the customer posts the question.
If a question isn’t resolved, you can escalate the question to a case. Users with the Moderate Chatter Performance, Unlimited,
or Moderate Experiences Feeds user permission can create cases from questions directly in the feed, and Developer Editions
or you can set up processes—similar to workflow rules—in Process Builder to automatically create
cases from questions that meet specified criteria. Cases from questions are added to a queue so
support agents can claim them.
When a customer’s question is turned into a case, the customer receives an email with the case number and a link to the case. The
customer can view the case via a link on the question that’s visible only to them, while moderators see a note on the question indicating
that a case was created.
Note: The person who asked the question must have access to cases so they can view their case.
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Moderator Flag
Customer Flag
Note: On escalated questions in Salesforce (as opposed to Experience Cloud sites), the notification is visible to all users, not just
moderators.
When agents find a solution, they can respond to questions directly from the console, and the customer sees the agent’s response on
the question or in the My Cases view. Agents choose whether the reply is visible to the Experience Cloud site, or only to the customer
who asked the question.
To get started, see Set Up Question-to-Case.
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Enable Question-to-Case
Question-to-Case lets moderators create cases from questions in Chatter. Creating cases from
EDITIONS
questions ensures that your customers’ questions are quickly resolved. Enable Question-to-Case in
your Experience Cloud sites, Salesforce org, or both. Available in: Salesforce
1. From Setup, enter Support Settings in the Quick Find box, then select Support Classic
Settings.
2. To enable Question-to-Case in all Experience Cloud sites where you have enabled Chatter Professional, Enterprise,
Questions, select Enable Question-to-Case in Experience Cloud Sites. Performance, Unlimited,
3. To enable Question-to-Case in your Salesforce org, select Enable Question-to-Case in
Salesforce.
Note: Make sure that your case page layout is feed-based. The feed-based case page layout To enable Question-to-Case:
lets agents and moderators use the publisheraction to respond to escalated questions. If your • Customize Application
org was created before Spring ’14, your case page layout may not be feed-based.
Add the Question from Chatter Field to the Case Detail View
When a case is created from a question in Chatter, the Question from Chatter field on
EDITIONS
case detail pages displays a link to the original question. This field helps agents quickly navigate to
the feed. Available in: Salesforce
First, use field-level security to specify which users can see the Question from Chatter Classic
field on case detail pages.
1. From the object management settings for cases, go to Fields. Professional, Enterprise,
2. Click Question from Chatter.
3. Click Set Field-Level Security.
4. Select Visible for any profile that you want to be able to use Question-to-Case. USER PERMISSIONS
5. Click Save.
To set field-level security:
After you make the field visible to users, you can choose to add it to the Case Details view. • Manage Profiles and
1. From the object management settings for cases, go to Page Layouts. Permission Sets
2. Click Edit next to the page layout that you want to customize. AND
3. Drag the Question from Chatter field from the Fields section of the page layout Customize Application
editor palette to the Case Information section of the page. To customize page layouts
4. Click Save. • Customize Application
5. Click Page Layout Assignment to confirm that the user profiles which need Question-to-Case
are assigned to the page layout that you customized. In addition, assign internal users who
need access to the Question from Chatter field on cases to that page layout.
SEE ALSO:
Find Object Management Settings
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Add the Escalate to Case Action to the Feed Item Layout

Give moderators the ability to create cases from questions by adding the Escalate to Case action
EDITIONS
to Chatter Questions pages. This action is created automatically when Question-to-Case is enabled
in your organization. Available in: Salesforce
1. From Setup, enter Feed Item in the Quick Find box, then select Feed Item Layouts. Classic
2. Click Edit next to Feed Item Layout. Available in: Group,
3. Drag the Escalate to Case action from the Quick Actions category in the palette to the Quick Professional, Enterprise,
Actions in the Salesforce Classic Publisher section. Performance, Unlimited,
4. Click Save.
5. Click Page Layout Assignments to confirm that the user profiles that need Question-to-Case
USER PERMISSIONS
are assigned to the Feed Item Layout.
To edit page layouts:
Confirm Access to the Escalate to Case Action

Does your Salesforce org use more than one record type for cases? Make sure that the profiles that
EDITIONS
need Question-to-Case have access to the record type associated with the Escalate to Case action.
If your org has only one record type for cases, skip this process. Available in: Salesforce
First, check which record type is assigned to the profiles that need access to the Escalate to Case Classic
action.
1. From Setup, enter Profiles in the Quick Find box, then select Profiles. Professional, Enterprise,
2. Click the name of a profile. Performance, Unlimited,
3. In the Record Type Settings section, make a note of which case record types the profile uses.
Record types available in:
4. In the Permissions section, make sure that the user profile has either the Moderate Chatter Professional, Enterprise,
or Moderate Experiences Feeds permission enabled. Performance, Unlimited,
Then, check which record type the Escalate to Case action uses, and change it if necessary. and Developer Editions
1. From Setup, enter Actions in the Quick Find box, then select Feed Item Actions.
2. Click Edit next to the Escalate to Case action. USER PERMISSIONS
3. Confirm that the Record Type field shows a record type that’s assigned to the profiles that To assign record types:
need access to this action. If it doesn’t, select an appropriate record type from the drop-down • Customize Application
list.
4. Click Save.
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Customize the Escalate to Case Action Layout

Choose which fields appear on the Escalate to Case action, and in what order, based on the
EDITIONS
information you need to track for each case.
1. From Setup, enter Actions in the Quick Find box, then select Feed Item Actions. Available in: Salesforce
Classic
2. Click Layout next to the Escalate to Case action.
3. Drag any fields you want to add to the action from the action layout editor palette, and reposition Available in: Group,
them if necessary. Professional, Enterprise,
Note: In public Experience Cloud sites, you can’t look up a contact when the case is submitted,
so we recommend that you remove the Contact field from the Case Action layout. USER PERMISSIONS
To customize page layouts:

Automatically Assign Cases from Questions to a Queue

Case assignment rules aren’t supported in Question-to-Case, so by default, cases created from
EDITIONS
questions are assigned to the moderator who escalates the question. You can write a workflow rule
or process that automatically adds cases that were created from questions to a queue so agents Available in: Salesforce
can claim them. Classic
You can assign escalated questions to a queue in several ways. The basic approach is to write a
Question-to-Case is
process in Process Builder that automatically assigns a case to a specified queue when the Type
available in: Group,
field on the case equals Question. You can also build the process to accommodate multiple Professional, Enterprise,
queues. For example, have your process assign cases with a certain topic to a different queue. Performance, Unlimited,
The way you use queues in escalated questions depends on your users, your goals, and more. Find and Developer Editions
an approach that best fits your business needs.
To learn how to create a queue, see Create Queues.
Automatically Create Cases from Unresolved Questions in Chatter

As your Experience Cloud site or org develops, ensure that users get speedy answers to their
EDITIONS
questions. Question-to-Case lets moderators escalate unresolved questions to cases in the feed,
but you can make your case resolution process even more efficient by setting up processes—similar Available in: Salesforce
to workflow rules—in Process Builder. Set up a process that automatically creates a case from Classic
questions that meet specified criteria.
Question-to-Case is
Important: These steps apply only to orgs and Experience Cloud sites that use Chatter available in: Group,
Questions. Not sure if that’s you? See Differences Between Q&A Features in Salesforce. Professional, Enterprise,
You can use Question-to-Case in processes in several ways. For example, consider setting up Performance, Unlimited,
processes that: and Developer Editions
Process Builder is available
• Create a case from a question if a week has passed, the question has received more than 10
in: Essentials, Professional,
likes, and a best answer hasn’t been selected.
• Create a case from a question immediately if the question contains the word “competitor.” Unlimited, and Developer
Editions
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Processes related to Question-to-Case act on the Feed Item object. The process includes a flow that evaluates whether question posts
meet your escalation criteria. You can create flow variables based on several Feed Item fields, including:
• BestCommentId: The ID of the comment that was selected as the best answer. If no comment has been selected as the best
answer, this field is null.
• CommentCount: The number of comments on a question.
• LikeCount: The number of likes on a question.
Tip:
• Each flow variable’s data type must match the feed item field’s data type. CommentCount and LikeCount are number
fields, while BestCommentId is a text field.
• The creation of a feed item can trigger a process, but updates to feed items (such as likes and comments) cannot. Depending
on your process, you might need to specify how much time must pass before a related flow runs.
Create a Case from a Question in Chatter

If a question in Chatter hasn’t been resolved, moderators can create a case from the question.
EDITIONS
Question-to-Case must be enabled in your org or Experience Cloud site.
1. Navigate to the question in the feed. Available in: Salesforce
Classic
2. Select Escalate to Case in the action drop-down menu.
USER PERMISSIONS
To create a case from a

question in Salesforce:
• Moderate Chatter OR
Modify All Data
AND
Create on cases
To create a case from a

question in an Experience
Cloud site:
• Moderate Chatter OR
Modify All Data OR
Moderate Experiences
Feeds
AND
Create on cases
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A window appears that’s pre-populated with the case subject, contact, and description. Unless Question-to-Case has a queue
associated with it, the case is automatically assigned to you.
3. If needed, edit the case details.
4. Create the case.
After a case is created from a Chatter question, the customer who asked the question receives an email notifying them that a case was
created from their question. The email provides the case number and a link to the case.
Agents can post a response to the question directly from the case feed using the action in the publisher. Agents choose who can view
the response by selecting either “Customer Only” or “Everyone”. They can also navigate to the original question from the case’s detail
page by clicking the link in the Question from Chatter field.
Enable Salesforce Knowledge in Your Experience Cloud Site

USER PERMISSIONS EDITIONS
To customize an Experience Cloud site: • Be a member of the site AND Create and Available in: Salesforce
Set Up Experiences Classic and Lightning
Experience
• OR
• Be a member of the site AND an Experience Cloud sites are
experience admin, publisher, or builder available in: Enterprise,
in that site Performance, Unlimited,
and Developer Editions. The
To publish an Experience Cloud site: Help Center template is
• Be a member of the site AND Create and
available in Essentials
Set Up Experiences
Edition.
• OR
• Be a member of the site AND an Salesforce Knowledge is
experience admin or publisher in that available in: Performance
site and Developer Editions and
in Unlimited Edition with the
To set up Salesforce Knowledge, create Service Cloud.
article types and article actions, and modify Salesforce Knowledge is
• AND
category groups assignments: available for an additional
• Manage Salesforce Knowledge
cost in Enterprise and
Unlimited Edition.
To assign user licenses: Manage Internal Users
To create data categories: Manage Data Categories
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Enable Salesforce Knowledge to quickly get articles to your customers and agents in an Experience Cloud site. Knowledge articles provide
accurate information to customers when and where they need it.
Note:
• Your Salesforce org needs at least one Salesforce Knowledge license to enable and set up Salesforce Knowledge.
• Salesforce Tabs + Visualforce site members without the Knowledge One permission can't access Salesforce Knowledge through
sites. They also can’t access Salesforce Knowledge in sites via Salesforce for Android or Salesforce for iOS.
If you haven’t yet, check out Salesforce Knowledge. After setting up your knowledge base, either in Salesforce Classic or Lightning
Experience, complete the following steps to view articles in your Experience Cloud sites.
1. Update profiles to give users Read permissions:
a. In Setup, enter Profiles in the Quick Find box, and then click Profiles.
b. To enable the Read permission, either clone the Customer Community User, Customer Community Plus User, or Partner Community
User profiles, or use a permission set. Give Read permission for the article types (Salesforce Knowledge in Classic) or record types
(Lightning Knowledge) that you want to share with users.
c. Give Read permissions to each guest user profile you’d like to have access to Salesforce Knowledge.
Note: There are a few reasons why a user can’t find an article: it’s deleted, archived, doesn’t exist, or the user doesn’t have
the access to view it. When an article isn’t available, guest users are directed to a login page and logged-in users see an
“Invalid Page” error.
2. If you want your users to have different category group visibility settings, change the visibility settings by permission set, profile, or
role. For example, you can prohibit users with the Customer Community User profile from seeing articles in a certain category group
by changing the profile’s data category visibility.
3. From Setup, enter Topics for Objects in the Quick Find box, then select Topics for Objects.
a. In Classic Knowledge, enable topics for all the article types you want to include.
b. In Lightning Knowledge, enable topics for Knowledge.
4. Salesforce Knowledge uses data categories to organize content. Experience Builder sites use topics. You can easily map the articles
in your data categories to topics in a site. To map articles to topics automatically:
a. In Experience Workspaces, click Content Management > Topics > Automatic Topic Assignment.
b. After enabling Automatic Topic Assignment, map topics to data category groups and data categories. You can choose to add
the topics to all the articles existing in data categories, and to articles added in the future. You can map your exact hierarchy
from data categories to topics, up to eight levels of depth.
5. Map articles to topics automatically.

6. Enable thumbs-up and thumbs-down voting on articles so you can identify helpful articles and ones that need improvement.
a. In Experience Builder, navigate to the Article Detail page.
b. To view and Article Content component’s properties, click it.
c. In the property editor, select Allow voting on articles.
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d. Publish your changes.
SEE ALSO:
Salesforce Knowledge
Build Your Knowledge Base in Salesforce Classic
Hide Fields in Lightning Knowledge Search Results

When you display Knowledge search results in a grid layout, you can adjust the Knowledge search
EDITIONS
layout for different user profiles. Use this capability to hide some of the information that’s returned
in results from different user profiles. Available in: Lightning
To use this feature, Salesforce Knowledge must be enabled in your org. Experience
1. Open your site’s Administration Workspace.
Salesforce Knowledge is
2. Go to Preferences > General, and select the Use a profile-based layout for Lightning available in Essentials and
Knowledge search results checkbox. Unlimited Editions with
Service Cloud.
3. Click Save.
Salesforce Knowledge is
4. Go to Object Manager, and click Knowledge.
available for an additional
5. Click Search Layouts. cost in: Professional,
6. Click a user profile, and remove the information that you want to hide. Enterprise, Performance,
and Developer Editions. For
Repeat step 6 for each user profile that you want to change. more information, contact
your Salesforce
representative.
Enable Ideas in Your Experience Cloud Site

Ideas enable a group of users to post, vote for, and comment on ideas. Enabling Ideas provides an
EDITIONS
online, transparent way for you to attract, manage, and showcase innovation.
To manage org-wide settings for Ideas, follow these high-level steps: Available in: Salesforce
Classic not available in all
1. From Setup, enter Ideas Settings in the Quick Find box, then select Ideas Settings
orgs
a. To enable Ideas for your org, select the Enable Ideas checkbox.
Once you enable the HTML editor, you can’t disable it.
b. Optionally, select Enable Text-Formatting, Images and Links to enable and Developer Editions
the Ideas HTML editor, which gives users WYSIWYG HTML editing and image referencing
capabilities when they post or comment on ideas. USER PERMISSIONS
c. Ensure that the multi-select Categories field is enabled by clicking the Enable button
To customize Ideas settings:
located below the Categories message at the top of the page. This button is not displayed
if your organization already has the Categories field enabled.
To view Ideas:
d. To let Ideas members associate more than one category with an idea, select Enable
• Read on Ideas AND
Categories. Once you enable multi-select categories, you can’t disable it. Read on Idea Themes
e. To let users earn points and ratings based on their activity in each zone, select Enable
Reputations.
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f. In the Half-Life (in Days) field, enter the number of days.

The half-life setting determines how quickly old ideas drop in ranking on the Popular Ideas subtab, to make room for ideas with
more recent votes. A shorter half-life moves older ideas down the page faster than a longer half-life.
2. Define and customize fields for Ideas:

a. Define picklist values for the Categories and Status fields.
Make sure that you add the categories and statuses to the zones you’ll be including in the Experience Cloud site.
b. Set field-level security for standard and custom fields.

c. Create custom fields and set validation rules on them.
Custom fields appear in the Additional Information section on the Post Idea and Idea Detail pages.
d. Optionally, add the Attachment field to the layout and set field-level security to enable users to add files to their ideas.
3. To enable experts within your zones, create a public group that includes these users.
4. Optionally, enable Idea Themes in your org.
5. Create one or more zones to organize ideas into logical groups, and associate the zones with the Experience Cloud iste.
6. Customize your Ideas page layouts to display the information you want to see.
7. Create validation rules that prevent offensive language from being used in the zone
8. Set up Apex triggers and validation rules for comments on ideas.
9. Enable user profiles for members and moderators and ensure the profiles can access Ideas.
Important: To view Ideas, guest user profiles created after October 1, 2018 must have the Read on Ideas and Read on Idea
Themes user permissions manually enabled.
10. Add the Ideas tab and the Idea Themes tab to the site.
SEE ALSO:
Enable and Customize Ideas Settings
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Set Up Approvals for External Users in Your Experience Cloud site

An approval process automates how records are approved in Salesforce. An approval process
EDITIONS
specifies each step of approval, including who to request approval from and what to do at each
point of the process. Customer Community Plus and Partner users in your Experience Cloud site Available in: Salesforce
can be assigned as approvers on records or added directly to queues. They can see and take action Classic (not available in all
through the My Approvals and Approval History related lists on the record. Approvals can also be orgs) and Lightning
triggered directly from the site’s feed. Experience
Note: Available in: Enterprise,
• Users with high-volume licenses, such as High Volume Customer Portal and Authenticated Performance, Unlimited,
Website, can’t approve records. and Developer Editions
• External users with legacy portal licenses can approve records in Experience Cloud site,
but not in legacy portals created before 2013. USER PERMISSIONS
When setting up approvals or queues, use the lookup fields to find customer and partner users. To create, edit, delete, or
clone approval processes:
For example, when setting up an approval, if you want to automatically assign a customer user as
an approver use the lookup list to find and specify the user.
To create or change queues:
AND
Manage Public List
Views
If you set up email notifications for your approval workflows, emails are sent based on site membership. If the user is a member of multiple
active site, the email comes from the oldest active one. Any links included in the email point users directly to the approval within the
site.
In the Salesforce mobile app, users can see and take action from the Approval History related list, but they can’t submit requests for
approval. To submit requests for approvals, the user must do so from the full Salesforce site.
SEE ALSO:
Set Up an Approval Process
Approval Limits
Create Queues
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Enable Analytics in Your Experience Cloud Site

Enable Analytics for Experience Cloud sites to allow your partner and customer users to view and
EDITIONS
explore Analytics dashboards.
Note: Only users with a Customer Community Plus, Partner Community, or Lightning External Available in: Salesforce
Apps Plus license can use this feature. This feature is supported in Experience Cloud sites but Classic and Lightning
Experience
not in portals.
Complete the following steps to share Analytics dashboards in your Experience Cloud site. Communities are available
in: Enterprise, Performance,
1. Set up Analytics in your Salesforce org, as described in the Analytics Platform Setup section. Unlimited, and Developer
2. Enable Analytics for Communities and set up site members. See Enable Analytics for Editions
Communities.
Analytics is available for an
3. In Analytics, create dashboards and save them in an Analytics app. Designate that app for extra cost in: Enterprise,
sharing with the community. For more information about working with Analytics, refer to the Performance, and
Analytics Library. Unlimited Editions. Also
available in: Developer
4. Embed your Analytics dashboards using either Experience Builder or Visualforce.
Edition
5. From the Analytics app containing your dashboards, give access to site members by selecting
Share. In the Share dialog, select Enable sharing with Communities. Invite site partners and
customers to share the app. USER PERMISSIONS
For information, see Share Analytics with Communities. To create, customize, or
activate an Experience
Cloud site:
Experiences
AND is a member of the
site they’re trying to
update
To modify Analytics settings:

• Analytics Growth
permission set license
with Manage Analytics
permission
To view, explore, and share
embedded Analytics
dashboards:
• Analytics for
Communities permission
set license with View
Analytics on Experience
Cloud Site Pages
permission
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Set Up and Manage Experience Cloud Sites Deploy an Experience Cloud Site from Sandbox to Production
Additional Experience Cloud Site Limitations

Here are a few limitations when using features in Experience Cloud sites.
EDITIONS
• Drag-and-drop scheduling using events and calendars is not available in Experience Cloud sites.
• Channel Programs and Market Development Fund object list views and records don’t display Available in: Salesforce
on Salesforce for iOS. Classic (not available in all
orgs) and Lightning
• Partner users can’t create account teams and add members to them. Experience
• Partner users can’t edit or delete members of an account shared with them by an internal user.
• The default account teams option is not available for Experience Cloud sites. Performance, Unlimited,
• Partner and portal users don’t receive emails to notify them of upcoming tasks. Reminder and Developer Editions
notifications are displayed on the bell icon.
Deploy an Experience Cloud Site from Sandbox to Production

We recommend creating, customizing, and testing your Experience Cloud site in a test environment,
EDITIONS
such as a sandbox, before deploying it to your production org. When testing is complete, you can
use change sets or Metadata API to migrate your site from one org to another. Deciding whether Available in: Salesforce
to use change sets or MD API depends on several factors. Some things to consider are the complexity Classic (not available in all
of the changes that you’re migrating, your level of comfort with developer tools, and the application orgs) and Lightning
lifecycle management (ALM) model that you’re using. Experience
Tip: To learn more about the ALM models and development options available to you, check Available in: Enterprise,
out Determine Which Application Lifecycle Management Model Is Right for You on Trailhead. Performance, Unlimited,
Note: Lightning Bolt Solutions aren’t suitable for deploying Experience Cloud sites between
your orgs. Use a Lightning Bolt Solution to share or sell a solution on AppExchange or
implement a site with a turnkey solution or new look.
Change Sets
If you’re more comfortable working with point-and-click tools, change sets are your deployment friend. A change set represents a set
of customizations in your org (or metadata components) that you can deploy to a connected org.
You can manage your application using declarative tools. You don’t have to use a command-line interface or a version control system
to meet your customization needs. You use the Setup menu to create changes in a development environment. You then migrate the
changes between environments as you work through the ALM steps.
Your release artifact is a set of metadata changes relative to what’s in the production org. What gets released is only metadata that has
been added or changed—if it doesn’t change, it’s not in the release.
Metadata API
If you’re up to speed on Metadata API and more comfortable in the world of code, use Metadata API to deploy changes programmatically.
You can retrieve, deploy, create, update, and delete customization information for your org, such as Experience Cloud sites, custom
object definitions, and page layouts.
Using Metadata API is ideal when your changes are complex or when you need a more rigorous change management process and an
audit process (or version control system) to manage multiple work streams.
As with the change set process, the release artifact that you create is a set of metadata changes relative to your production org.
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Tip: Some Experience Cloud site settings and features aren’t yet supported in Metadata API, so you have to migrate them manually
between environments. Remember to track these changes so that you don’t forget to migrate them.
IN THIS SECTION:
Deploy Your Experience Cloud Site with Change Sets
Use change sets to move your Experience Cloud site between related orgs that have a deployment connection, such as your sandbox
and production orgs. Create, customize, and test your site in your test environment and then migrate the site to production when
testing is complete.
Deploy Your Experience Cloud Site with the Metadata API
Use Metadata API to move your Experience Cloud site from one Salesforce org to another. Set up and test your site in your test
environment, and then retrieve the site’s data and deploy it to your production org.

To customize or publish an Experience Cloud Create and Set Up Experiences Available in: Salesforce
site: Classic (not available in all
orgs) and Lightning
To edit deployment connections and use Deploy Change Sets AND Modify All Data
Experience
inbound change sets:
Note: If a user requires access only
to metadata for deployments, you can
Performance, and
enable the Modify Metadata Through
UnlimitedEditions
Metadata API Functions permission.
This permission gives such users the
access they need for deployments
without providing access to org data.
For details, see “Modify Metadata
Through Metadata API Functions
Permission” in Salesforce Help.
To use outbound change sets: Create and Upload Change Sets, Create
AppExchange Packages, AND Upload
AppExchange Packages
Use change sets to move your Experience Cloud site between related orgs that have a deployment connection, such as your sandbox
and production orgs. Create, customize, and test your site in your test environment and then migrate the site to production when testing
is complete.
You can use change sets to move Experience Builder and Salesforce Tabs + Visualforce sites using the Network component type.
1. Create and test your site in your preferred test org, such as sandbox.
2. From Setup in your test org, enter Outbound Change Sets in the Quick Find box, and then select Outbound Change Sets.
3. Create a change set, and click Add in the Change Set Components section.
4. Select the Network component type, choose your site, and then click Add to Change Set.
5. To add dependent items, click View/Add Dependencies. We recommend selecting all the dependencies listed.
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Tip:
• For navigation menus that link to standard objects, custom list views aren’t included as dependencies. Manually add the
custom list view to your change list.
• Manually add new or modified profiles or permission sets referenced in Administration > Members.
• The list of dependencies has two Site.com items—MySiteName and MySiteName1. MySiteName holds the
various Visualforce pages that you can set in Administration in Experience Workspaces. MySiteName1 includes the
pages from Experience Builder.
6. Click Upload and select your target org, such as production.

Make sure that the target org allows inbound connections. The inbound and outbound orgs must have a deployment connection.
7. From Setup, select Inbound Change Sets and find the change set that you uploaded from your source org.
8. Validate and deploy the change set to make it available in the target org.
Warning: When you deploy an inbound change set, it overwrites the site in the target org.
9. Manually reconfigure any unsupported items in the target org site.

10. Add data for your site, and test it to make sure that everything works as expected. Then publish your changes to go live.
IN THIS SECTION:
Considerations for Deploying Experience Cloud Sites with Change Sets
Keep the following considerations and limitations in mind when migrating your Experience Builder or Salesforce Tabs + Visualforce
site with change sets.
SEE ALSO:
Change Sets Best Practices
Upload Outbound Change Sets
Deploy Inbound Change Sets

Keep the following considerations and limitations in mind when migrating your Experience Builder
EDITIONS
or Salesforce Tabs + Visualforce site with change sets.
General Classic (not available in all
orgs) and Lightning
• When you deploy an inbound change set, it overwrites the Experience Cloud site in the target Experience
org. So although you can’t use a change set to delete a component, you can delete the pages
within an Experience Builder site. For example, let’s say you delete pages from an Experience Available in: Enterprise,
Builder site in sandbox and then create an updated outbound change set. When you redeploy Performance, and
the change set in a target org, such as production, the pages are also deleted there. Unlimited Editions
• If you update the Experience Cloud site template in the source org, ensure that you also update
the template in the target org before deploying the change set.
• You can’t deploy to a target org that’s using an earlier release version. For example, if your source org is on Summer ’19 (API version
46.0), you can’t deploy to a target org on Spring ’19 (API version 45.0).
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Administration
Administration settings are in Experience Workspaces.
• Remember to add any new or modified profiles or permission sets referenced in Administration > Members to your outbound
change set. They’re not automatically included as dependencies.
• For Experience Cloud sites created in a sandbox org before the Summer ’17 release, you must resave administration settings before
migration to transfer them successfully.
• Until you publish your site in the target org, settings for the change password, forgot password, home, self-registration, and login
pages appear to return to their default values.
• To update settings in the Members area and the Login & Registration area, you must deploy the changes in separate change sets.
First update and deploy the Members area setting, and then update and deploy the Login & Registration settings.
Navigation Menu
The Navigation Menu component is available in Experience Builder sites.
• For menu items that link to objects, list views are reset to the default list view. Also, custom list views for standard objects aren’t
included as dependencies.
• Deploying the navigation menu with additional menu items deletes any translations applied to existing menu items in the target
environment.
Recommendations
• Updates to recommendation names aren’t supported. If you change the name of a recommendation in the source org having
previously migrated it, the target org treats it as a new recommendation.
• Recommendation images aren’t supported.
• When you deploy an inbound change set, it overwrites the target org’s scheduled recommendations with recommendations from
the source org.
Unsupported Settings and Features

The following items aren’t supported. Manually add them after you deploy the inbound change set.
• Navigational and featured topics
• Audience targeting
• Dashboards and engagement
• Recommendation images
• Branding panel images in Experience Builder
• The following Administration settings in Experience Workspaces:
– The Account field in the Registration section of the Login and Registration area
– The Select which login options to display option in the Login section of the Login and Registration area
– The Settings area
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– The Rich Publisher Apps area
SEE ALSO:
Change Sets Best Practices
Change Sets Implementation Tips
Deploy Your Experience Cloud Site with the Metadata API

Use Metadata API to move your Experience Cloud site from one Salesforce org to another. Set up
EDITIONS
and test your site in your test environment, and then retrieve the site’s data and deploy it to your
production org. Available in: Salesforce
You can use Metadata API to move Experience Builder and Salesforce Tabs + Visualforce sites. Classic (not available in all
orgs) and Lightning
The following metadata types combine to define a site. To successfully migrate a site, use the
Experience
Metadata API retrieve call to retrieve XML file representations of your org’s components.
• Network—Represents an Experience Cloud site. Contains administration settings, such as page
override, email, and membership configurations.
• CustomSite—Contains the domain and page setting information, including indexPage,
siteAdmin, and URL definitions.
• ExperienceBundle or SiteDotCom—If you’re deploying an Experience Builder site, we recommend using ExperienceBundle instead
of SiteDotCom. ExperienceBundle provides text-based representations of the different Experience Builder settings and site components,
such as pages, branding sets, and themes, that make up an Experience Builder site.
Before the Summer ’19 release (API version 45.0 and earlier), the Network, CustomSite, and SiteDotCom metadata types combined
to define an Experience Builder site. However, retrieving the SiteDotCom type produces a binary .site file that isn’t human
readable. By enabling the ExperienceBundle type, you can retrieve editable site metadata, and quickly create, update, publish, and
deploy Experience Builder sites programmatically. See ExperienceBundle for Experience Builder Sites.
For additional information on these metadata types and instructions on migrating data, see the Metadata API Developer Guide and the
Salesforce CLI Command Reference.
Tips and Considerations

• Before migrating data to another org, enable digital experiences in the destination org and enter the same domain name that you
used in your sandbox org to avoid getting an error.
• For each Experience Cloud site, the network component has a unique name and URL path prefix. When you retrieve the network
component, the generated XML file name is based on the name of the network. When migrating, the API looks at the file name and
if it exists, updates the site. If it doesn’t exist, the API creates a site. If someone changes the site name in the sandbox and then tries
to migrate, they see an error because the API is trying to create a site with the existing path prefix.
• Examine the XML file for CustomSite to make sure that all dependencies are brought over. If any are missing, explicitly state them
in the XML file.
• In addition to the Network, CustomSite, and ExperienceBundle components, include all the other components required by your site,
such as custom objects, custom fields, custom Lightning components, and Apex classes.
• To deploy the Network and Profile components using unlocked packages, create a separate unlocked package for each component
and deploy them individually.
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• When deploying an Experience Builder site with ExperienceBundle, ensure that the SiteDotCom type isn’t included in the manifest
file.
• If you rename a site in Administration > Settings, make sure that the source and target sites have matching values for the
picassoSite and site attributes in the Network component.
• If there are any changes to the guest user profile, include the profile as part of the site migration.
• When you migrate user profiles, users are added to the site in the production org. Emails are then sent to members in the same way
as for any new site.
• During deployment, make sure that the NavigationMenu developer name in the target org is the same as the developer name
in the source org.
• If the containerType is CommunityTemplateDefinition, you can’t update an existing NavigationMenu via Metadata API.
• Deploying the navigation menu with additional menu items deletes any translations applied to existing menu items in the target
environment.
• You can’t deploy to a target org that’s using an earlier release version. For example, if your source org is on Summer ’19 (API version
46.0), you can’t deploy to a target org on Spring ’19 (API version 45.0).
• NavigationLinkSet was deprecated in Winter ’20 (API version 47.0) and replaced by NavigationMenu.
• ExperienceBundle doesn’t support retrieving and deploying across different API versions. If you’re trying to upgrade ExperienceBundle
metadata from an earlier API version to a later one—for example, from API version 48.0 to 49.0—take the following steps:
1. Set the API version in the package.xml manifest file to 48.0 and deploy the package.
2. Then, set the API version in package.xml to 49.0.
3. Retrieve the package to get the latest ExperienceBundle updates.
Sample Template
The following sample contains all the fields that you can migrate through the Metadata API.
<?xml version="1.0" encoding="UTF-8"?>
<Network xmlns="http://soap.sforce.com/2006/04/metadata">
<allowInternalUserLogin>true</allowInternalUserLogin>
<allowMembersToFlag>true</allowMembersToFlag>
<allowedExtensions>txt,png,jpg,jpeg,pdf,doc,csv</allowedExtensions>
<caseCommentEmailTemplate>unfiled$public/ContactFollowUpSAMPLE</caseCommentEmailTemplate>
<changePasswordTemplate>unfiled$public/CommunityChangePasswordEmailTemplate</changePasswordTemplate>
</communityRoles>
<disableReputationRecordConversations>true</disableReputationRecordConversations>
<emailSenderAddress>[email protected]</emailSenderAddress>
<emailSenderName>MyCommunity</emailSenderName>
<enableCustomVFErrorPageOverrides>true</enableCustomVFErrorPageOverrides>
<enableDirectMessages>true</enableDirectMessages>
<enableGuestChatter>true</enableGuestChatter>
<enableGuestFileAccess>false</enableGuestFileAccess>
<enableInvitation>false</enableInvitation>
<enableKnowledgeable>true</enableKnowledgeable>
<enableNicknameDisplay>true</enableNicknameDisplay>
<enablePrivateMessages>false</enablePrivateMessages>
<enableReputation>true</enableReputation>
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<enableShowAllNetworkSettings>true</enableShowAllNetworkSettings>
<enableSiteAsContainer>true</enableSiteAsContainer>
<enableTalkingAboutStats>true</enableTalkingAboutStats>
<enableTopicAssignmentRules>true</enableTopicAssignmentRules>
<enableTopicSuggestions>true</enableTopicSuggestions>
<enableUpDownVote>true</enableUpDownVote>
<forgotPasswordTemplate>unfiled$public/CommunityForgotPasswordEmailTemplate</forgotPasswordTemplate>
<gatherCustomerSentimentData>false</gatherCustomerSentimentData>
<lockoutTemplate>unfiled$public/CommunityLockoutEmailTemplate</lockoutTemplate>
<maxFileSizeKb>51200</maxFileSizeKb>
<networkMemberGroups>
<permissionSet>MyCommunity_Permissions</permissionSet>
<profile>Admin</profile>
</networkMemberGroups>
<networkPageOverrides>
<changePasswordPageOverrideSetting>VisualForce</changePasswordPageOverrideSetting>
<forgotPasswordPageOverrideSetting>Designer</forgotPasswordPageOverrideSetting>
<homePageOverrideSetting>Designer</homePageOverrideSetting>
<loginPageOverrideSetting>Designer</loginPageOverrideSetting>
<selfRegProfilePageOverrideSetting>Designer</selfRegProfilePageOverrideSetting>
</networkPageOverrides>
<picassoSite>MyCommunity1</picassoSite>
<selfRegistration>true</selfRegistration>
<sendWelcomeEmail>true</sendWelcomeEmail>
<site>MyCommunity</site>
<status>Live</status>
<tabs>
<defaultTab>home</defaultTab>
<standardTab>Chatter</standardTab>
</tabs>
<urlPathPrefix>mycommunity</urlPathPrefix>
<welcomeTemplate>unfiled$public/CommunityWelcomeEmailTemplate</welcomeTemplate>
</Network>
Sample package.xml Manifest File

A manifest file defines the components that you’re trying to retrieve. The following sample shows a package.xml manifest file for
retrieving all the components of an Experience Builder site.
<?xml version="1.0" encoding="UTF-8"?>
<Package xmlns="http://soap.sforce.com/2006/04/metadata">
<types>
<members>*</members>
<name>Network</name>
</types>
<types>
<name>CustomSite</name>
</types>
<types>
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Set Up and Manage Experience Cloud Sites Experience Cloud Authentication and Security
<name>ExperienceBundle</name>
</types>
<types>
<name>CustomTab</name>
</types>
<types>
<name>CustomObject</name>
</types>
<types>
<name>ApexClass</name>
</types>
<types>
<name>ApexPage</name>
</types>
<types>
<name>ApexComponent</name>
</types>
<types>
<name>Portal</name>
</types>
<types>
<name>Profile</name>
</types>
<types>
<name>Document</name>
</types>
<version>46.0</version>
</Package>
SEE ALSO:
Experience Cloud Authentication and Security

You can help keep your Experience Cloud site more secure by enabling clickjack protection, authenticating users, encrypting data, and
protecting against malicious resources and vulnerabilities in components using CSP and Lightning Locker. All these options allow you
to maintain the security of your site while still using the external sources you need.
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Set Up and Manage Experience Cloud Sites Enable Clickjack Protection in Experience Cloud Sites
IN THIS SECTION:
Enable Clickjack Protection in Experience Cloud Sites
Clickjacking is a type of attack that tricks users into clicking something, such as a button or link, because they perceive it to be safe.
By creating hidden iframes pointing to your Experience Cloud site pages, hackers can entice users to click an element that appears
to be on a different web page. But instead of the visible element handling the click, the click is hijacked and some element of the
invisible site iframe on top receives it. Clickjacking can potentially lead to data intrusion, unauthorized emails, changed credentials,
or other malicious site-specific results. With clickjack protection, however, you can secure your site by controlling whether browsers
allow frames pointing to your pages.
Authenticate Experience Cloud Site Users
You have several options for authenticating customers and employees in your Experience Cloud site. Customers are users with
Community, Customer Portal, External Identity, or partner portal licenses. By default, they can log in with the username and password
that Salesforce assigns them for the Experience Cloud site. Your Salesforce org’s employees are users with full Salesforce licensing
capabilities. These users follow the employee login flow using their Salesforce username and password. Beyond these default settings,
you can configure SAML, third-party authentication providers, or OAuth to authenticate and authorize all users accessing your site.
You can also configure self-registration to use Login Discovery, which makes it easier for users to authenticate.
Encrypt Experience Cloud Site Data
You can add a measure of security to your Experience Cloud sites by encrypting files, attachments, and supported fields.
CSP and Lightning Locker in Experience Builder Sites
Experience Builder sites use Content Security Policy (CSP) and Lightning Locker to secure your site from malicious attacks and custom
code vulnerabilities. CSP is a W3C standard that controls the source of content that can be loaded on your site’s pages and helps
protect against cross-site scripting (XSS) attacks. Lightning Locker is a Salesforce architectural layer that allows third-party Lightning
components and custom code to run safely on the same page in the browser. With different levels of security, you can optimize
your site security choices and tolerance for risk.
Experience Cloud Cookies
Experience Cloud uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can
enhance the user’s experience and the performance of the Experience Cloud site.
Enable Clickjack Protection in Experience Cloud Sites

Clickjacking is a type of attack that tricks users into clicking something, such as a button or link, because they perceive it to be safe. By
creating hidden iframes pointing to your Experience Cloud site pages, hackers can entice users to click an element that appears to be
on a different web page. But instead of the visible element handling the click, the click is hijacked and some element of the invisible site
iframe on top receives it. Clickjacking can potentially lead to data intrusion, unauthorized emails, changed credentials, or other malicious
site-specific results. With clickjack protection, however, you can secure your site by controlling whether browsers allow frames pointing
to your pages.
You can set clickjack protection to one of the following levels.
• Allow framing by any page (no protection): The least secure level.
• Allow framing of site or community pages on external domains (good protection): Allows framing of your Visualforce site
pages by pages on your external domains that are added to the Trusted Domains for Inline Frames list. Framing a Experience Builder
site on an external domain isn’t supported.
• Allow framing by the same origin only (recommended): The default level for Experience Cloud sites. Allows framing of site
pages by pages with the same domain name and protocol security.
• Don’t allow framing by any page (most protection): The most secure level, but for Salesforce Tabs + Visualforce sites, it can
cause certain pages to appear as blank pages. To avoid this issue, use the default setting instead.
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Set Up and Manage Experience Cloud Sites Authenticate Experience Cloud Site Users
Tip: The location for enabling clickjack protection differs depending on whether your site is an Experience Builder site or a Salesforce
Tabs + Visualforce site. If your site has a mixture of both Experience Builder and Visualforce pages, enable clickjack protection in
both locations.
Enable Clickjack Protection for Experience Builder Sites

1. In Experience Builder, select Settings > Security & Privacy.
2. Under Clickjack Protection Level, select a clickjack protection level.
Enable Clickjack Protection for Salesforce Tabs + Visualforce Sites

1. In Experience Workspaces, click Administration > Pages > Go to Force.com.
2. Click Edit on the Site Detail page.
3. Select your preferred level of clickjack protection and save your changes.
4. If you chose to allow framing of your site pages on your external domains, click Add Domain in the Trusted Domains for Inline
Frames section. Then enter the domain that you want to allow iframes on. You can add up to 512 external domains.
Tip: Added domains take effect only when Allow framing of site pages on external domains is selected.
Note: Internet Explorer supports clickjack protection through the legacy X-Frame-Options HTTP Header only. This header supports
sameorigin, deny (none), allowall, and allow-from uri. In particular, allow-from uri supports only one
URI.
To support a list for IE users, the framing site must identify itself to the community domain by passing in a query parameter in the
iframe tag. For example, if you add https://example.com as a trusted external domain, then the page on
https://example.com must make its iframe as follows:
<iframe
src="https://MyDomainName.my.site.com?_iframeDomain=https://example.com"></iframe>
You can also set the trusted external domain in the iframeDomain cookie. This method allows iframes if the _iframeDomain
URL variable isn’t saved when navigating between pages in IE.
Cookie iframeDomainCookie = ApexPages.currentPage().getCookies().get('iframeDomain');
if (iframeDomainCookie == null) {
iframeDomainCookie = new Cookie('iframeDomain','www.example.com');
// Set the new cookie for the page

ApexPages.currentPage().setCookies(new Cookie[]{iframeDomainCookie});
}
Authenticate Experience Cloud Site Users

You have several options for authenticating customers and employees in your Experience Cloud site. Customers are users with Community,
Customer Portal, External Identity, or partner portal licenses. By default, they can log in with the username and password that Salesforce
assigns them for the Experience Cloud site. Your Salesforce org’s employees are users with full Salesforce licensing capabilities. These
users follow the employee login flow using their Salesforce username and password. Beyond these default settings, you can configure
SAML, third-party authentication providers, or OAuth to authenticate and authorize all users accessing your site. You can also configure
self-registration to use Login Discovery, which makes it easier for users to authenticate.
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Note: The following authentication options also work with custom HTTPS web addresses.
IN THIS SECTION:
Configure SAML for Experience Cloud Sites
If your Salesforce org already uses SAML single sign-on (SSO) to simplify and standardize your user authentication, you can extend
this capability to your Experience Cloud sites.
Configure Authentication Providers
Employees and customers can access an Experience Cloud site through a third-party authentication provider that supports the
OpenID Connect protocol. For example, if you configure Facebook as a third-party authentication provider, your users log in to
Facebook through a link on the site login page. Facebook authenticates the user, allowing them access to the site.
Configure Authorization Flows with OAuth
If your org wants to build integrations between Experience Cloud sites and custom-branded apps, such as mobile or desktop apps,
you can use OAuth to create a branded login page.
SEE ALSO:
Configure SAML for Experience Cloud Sites

If your Salesforce org already uses SAML single sign-on (SSO) to simplify and standardize your user
EDITIONS
authentication, you can extend this capability to your Experience Cloud sites.
When implementing SAML SSO for Experience Cloud sites, the key is to use the site URL associated Available in: Salesforce
with login for the SSO flow. Also make sure that the site URL in the SAML assertion POST includes Classic (not available in all
/login. For more information, see SAML Single Sign-On with Salesforce as the Service Provider. orgs) and Lightning
Experience
This table compares requirements for Experience Cloud SAML assertions to requirements for other
types of Salesforce domains. Available in: Enterprise,
Requirement Standard Portal Salesforce Experience Cloud Site and Developer Editions
Sites
URL where SAML login.salesforce.com login.salesforce.com login.salesforce.com site URL
assertion POST is
made.
Are No Yes–passed as Yes–passed as No

organization_id an attribute an attribute
Note: Required if
and
using Just-in-Time
portal_id
(JIT) provisioning to
required in
create portal users
assertion?
in the Experience
Cloud. These users
can be provisioned
with portal_id
excluded.
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Requirement Standard Portal Salesforce Sites Experience Cloud Site

Is siteUrl required in No No Yes–passed as an No
assertion? attribute
The following sample SAML assertion shows the site URL specified as the recipient, for a sample customer site in the Acme org. This
example applies to an org that has a single SAML configuration.
<samlp:Response ID="_f97faa927f54ab2c1fef230eee27cba21245264205456"
IssueInstant="2009-06-17T18:43:25.456Z" Version="2.0">
<saml:Issuer Format="urn:oasis:names:tc:SAML:2.0:nameid-format:
entity">https://www.salesforce.com</saml:Issuer>
<samlp:Status>
<samlp:StatusCode Value="urn:oasis:names:tc:SAML:2.0:
status:Success"/>
</samlp:Status>
<saml:Assertion ID="_f690da2480a8df7fcc1cbee5dc67dbbb1245264205456"
IssueInstant="2009-06-17T18:43:25.456Z" Version="2.0">
<saml:Issuer Format="urn:oasis:names:tc:SAML:2.0:
nameid-format:entity">https://www.salesforce.com</saml:Issuer>
<saml:Subject>
<saml:NameID Format="urn:oasis:names:tc:SAML:1.1:
nameid-format:unspecified">saml_portal_user_federation_id
</saml:NameID>
<saml:SubjectConfirmation Method="urn:oasis:names:tc:
SAML:2.0:cm:bearer">
<saml:SubjectConfirmationData NotOnOrAfter=
"2009-06-17T18:48:25.456Z"
Recipient="https://acme.my.site.com/customers/login/?
saml=02HKiPoin4f49GRMsOdFmhTgi_0nR7BBAflopdnD3gtixujECWpxr9klAw"/>
</saml:SubjectConfirmation>
</saml:Subject>
<saml:Conditions NotBefore="2009-06-17T18:43:25.456Z"
NotOnOrAfter="2009-06-17T18:48:25.456Z">
<saml:AudienceRestriction>
<saml:Audience>https://saml.salesforce.com</saml:Audience>
</saml:AudienceRestriction>
</saml:Conditions>
<saml:AuthnStatement AuthnInstant="2009-06-17T18:43:25.456Z">
<saml:AuthnContext>
<saml:AuthnContextClassRef>urn:oasis:names:tc:SAML:2.0:
ac:classes:unspecified
</saml:AuthnContextClassRef>
</saml:AuthnContext>
</saml:AuthnStatement>
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</saml:Assertion>
</samlp:Response>
If your org has multiple SAML configurations, the previous sample SAML assertion applies. But note these differences in the recipient.
• The trailing slash after login isn’t required
• The so parameter is required and must specify the org ID
The recipient would look like this:
Recipient="https://acme.my.site.com/customers/login?so=00DD0000000JsCM"
When users log out of a site, they’re redirected to the Custom Logout URL if one is set in the site’s SAML settings. To access the
SAML settings, from Setup, enter Single Sign-On Settings in the Quick Find box, then select Single Sign-On Settings.
If you're using an org as your identity provider, integrate the service provider as a connected app. For more information, see Integrate
Service Providers as Connected Apps with SAML 2.0.
If you set the Name ID Format to email address in the connected app definition, SAML messages from your org append the org
ID to the user's email address. The following SAML assertion excerpt shows the Name ID Format set as email address for a site
user.
<saml:Subject>
<saml:NameID
Format="urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress">00DR00000008fLq@[email protected]</saml:NameID>
<saml:SubjectConfirmation Method="urn:oasis:names:tc:SAML:2.0:cm:bearer">
<saml:SubjectConfirmationData NotOnOrAfter="2021-02-04T20:17:12.647Z"
Recipient="https://playground-test.salesforce.com?so=00DR00000000R6N"/>
</saml:SubjectConfirmation>
</saml:Subject>
If your service provider accepts only the email address and not the org ID, create a custom attribute for email address in the connected
app. For more information, see Add Custom Attributes to a Connected App.
SEE ALSO:
Example SAML Assertions
FAQs for Single Sign-On
Configure Authentication Providers

Employees and customers can access an Experience Cloud site through a third-party authentication provider that supports the OpenID
Connect protocol. For example, if you configure Facebook as a third-party authentication provider, your users log in to Facebook through
a link on the site login page. Facebook authenticates the user, allowing them access to the site.
Note: The following information assumes that you’re familiar with the use of authentication providers for single sign-on. For more
information, see Authentication Providers.
Employees and Customers
Customers are users with Community, Customer Portal, External Identity, or partner portal licenses. Your org’s employees are users with
full Salesforce licensing capabilities.
Your Salesforce developer must update the Apex createUser(portalId, userData) registration handler method to account
for both employee and customer user creation during third-party authentication to sites. For example, the developer can use a unique
195
attribute in the userData object to determine whether the newly created user is an employee or customer. For detailed information,
see RegistrationHandler Interface in the Apex Reference Guide.
The remaining processes of creating customer users, configuring the service provider website, and defining the authentication provider
in your org remain the same.
Visualforce Login Page
If you’re using a custom Visualforce login page instead of the default login page, use the Single Sign-On Initialization
URL as the target URL of a custom login button. You can locate this URL on the Auth. Provider detail page.
For example:
https://login.salesforce.com/services/auth/sso/orgID/URLsuffix?site=https://acme.my.site.com/support
Janrain
If you’re using Janrain as the authentication provider, pass the following code string to the Janrain login widget deployed on your site.
janrain.settings.tokenUrl='https://login.salesforce.com/services/authcallback/orgID/URLsuffix'
+'?flowtype=sso&site='+encodeURIComponent('https://acme.my.site.com/customers');
SEE ALSO:
Authentication Providers
Add Request Parameters to an Authentication Provider
Configure Authorization Flows with OAuth

If your org wants to build integrations between Experience Cloud sites and custom-branded apps,
EDITIONS
such as mobile or desktop apps, you can use OAuth to create a branded login page.
The following information assumes that you’re familiar with OAuth protocols and authorization Available in: Salesforce
flows for connected apps. Experience Cloud supports all available authorization flows, except for Classic (not available in all
the username-password OAuth authorization flow and the SAML assertion flow. When implementing orgs) and Lightning
branded OAuth flows for Experience Cloud sites, you configure the authorize URL to use the site Experience
URL. The authorization flow then directs users to the app approval page. For more information, see Available in: Enterprise,
Connected Apps and Authorize Apps with OAuth. Performance, Unlimited,
Note: When logged in as another user, an admin or support user can’t authorize OAuth data and Developer Editions
access for the user. For example, if an admin logs in as another user, the admin can’t authorize
OAuth access for third-party applications to user accounts. This restriction includes single
sign-on.
For example, authorize a user using an authorize URL like the following:
https://login.salesforce.com/services/oauth2/authorize?
response_type=token&client_id=your_app_id&redirect_uri=your_redirect_uri
Replace the login.salesforce.com host name with the full path to the site URL:
https://acme.my.site.com/customers/services/oauth2/authorize?
response_type=token&client_id=your_app_id&redirect_uri=your_redirect_uri
When implemented successfully, this URL directs users to the site login page. After they authorize the app, you then set a user access
token and a refresh token for future authorization. In requests for the token endpoint, replace the host with the site, like this:
https://acme.my.site.com/customers/services/oauth2/token
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Set Up and Manage Experience Cloud Sites Encrypt Experience Cloud Site Data
After the connected app receives the access_token, it can pass it as a bearer token in the Authorization header request. This example
shows a REST API call to Experience Cloud sites:
https://site.force.com/customers/services/data/v32.0/ -H
"Authorization: Bearer
00D50000000IehZ\!AQcAQH0dMHZfz972Szmpkb58urFRkgeBGsxL_QJWwYMfAbUeeG7c1E6
LYUfiDUkWe6H34r1AAwOR8B8fLEz6n04NPGRrq0FM"
SEE ALSO:
“Step Three: Connect to Connect REST API Using OAuth” in the Connect REST API Developer Guide
Encrypt Experience Cloud Site Data

You can add a measure of security to your Experience Cloud sites by encrypting files, attachments, and supported fields.
Note: Beginning with Spring ’17, Shield Platform Encryption no longer masks encrypted data in the presentation layer. This may
affect some users’ ability to work with encrypted data. If you have data you don’t want specific users to see, revisit their field-level
security settings, organization-wide sharing defaults, and object permissions.
Keep the following things in mind:
• You can encrypt data in Experience Cloud sites, but not in legacy portals.
• If you’re using Classic Encryption, data in encrypted custom fields is still masked.
• Your site’s specific settings for personally identifiable information (PII) apply regardless of whether data is encrypted.
• Data encryption doesn't change anything about the site user experience. However, encrypting the Account Name field affects how
users' roles are displayed to admins. Normally, a site user’s role name is displayed as a combination of their account name and the
name of their user profile. When you encrypt the Account Name field, the account ID is displayed instead of the account name.
For example, when the Account Name field isn’t encrypted, a user belonging to the Acme account with the Customer User profile
would have a role called Acme Customer User. When Account Name is encrypted, the role is displayed as something like
001D000000IRt53 Customer User.
SEE ALSO:
Which Standard Fields Can I Encrypt?
Strengthen Your Data's Security with Shield Platform Encryption

Experience Builder sites use Content Security Policy (CSP) and Lightning Locker to secure your site
EDITIONS
from malicious attacks and custom code vulnerabilities. CSP is a W3C standard that controls the
source of content that can be loaded on your site’s pages and helps protect against cross-site Available in: Salesforce
scripting (XSS) attacks. Lightning Locker is a Salesforce architectural layer that allows third-party Classic (not available in all
Lightning components and custom code to run safely on the same page in the browser. With orgs) and Lightning
different levels of security, you can optimize your site security choices and tolerance for risk. Experience

Editions
197
Set Up and Manage Experience Cloud Sites CSP and Lightning Locker in Experience Builder Sites
Note: By default, sites created before the Spring ’19 (February 2019) release use the Allow Inline Scripts and Script Access to Any
Third-party Host setting. In Spring ’22 (February 2022), that option is being removed for those sites. We strongly recommend
updating your script security level and testing your site before that option expires.
For new sites created after the Spring ’19 release, Strict CSP is the default CSP setting.
What Is CSP?
CSP is a list of rules that define the Content-Security-Policy HTTP header that’s sent to the browser when someone visits your site. Web
browsers use these rules to block requests to unknown servers for different kinds of resources such as scripts, images, and other data.
Strict CSP makes your site the most secure against these kinds of attacks by preventing requests to other servers, unless explicitly allowed.
CSP determines what is part of your site and what isn’t. One of the most important aspects of CSP is how it defines the boundaries of
your site. Anything not loaded through your site's domain name, such as a logo hosted on a separate company site, is considered a
third-party host. This approach to CSP follows the same-origin policy that browsers already enforce. You can access third-party hosted
materials, but you must choose a security level for your site first. Then, allow the hosts as appropriate.
What Is Lightning Locker?

Lightning Locker is a Salesforce architectural layer that enhances the security of the third-party Lightning components in your site and
custom code in your head markup. These third-party components and custom code can contain security vulnerabilities that enable
the exfiltration of data and potentially malicious actions using that data.
Lightning Locker controls whether third-party components and custom code from different namespaces can share data or interfere
with each other. If third-party components or custom code deals with sensitive data, communication between these resources is a
special concern. For example, without Lightning Locker, a third-party component could include JavaScript that captures secure data
that a customer enters in another component, and then send that data to their own servers. Lightning Locker ensures that third-party
components and custom code that interacts with resources in other namespace can run safely even when together on the same page
in the browser.
Lightning Locker:
• Uses containers to isolate all third-party components that belong to one namespace from third-party components in a different
namespace.
• Enforces coding best practices by only allowing access to supported APIs and eliminating access to non-published frameworks.
• Turns on native security features in the browser.
By default, Lightning Locker is turned on for your site. Depending on your security level, you can choose to turn off Lightning Locker for
all third-party components and custom code.
Security Levels
You can choose from these security levels.
Security Level Description

Strict CSP: Block Access to Inline Scripts and All Hosts Default setting for sites created in Spring ’19 (February 2019) and
later.
Provides maximum security.
• Blocks the execution of all inline scripts and all requests for
remote JavaScript files.
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• Allows the display of non-script resources, such as images,

from third-party hosts that are explicitly allowed.
• Lightning Locker is turned on.
Relaxed CSP: Permit Access to Inline Scripts and Allowed Hosts Provides moderate security.
• Allows inline scripts to run in your site.
• Allows the loading of remote JavaScript files and the display
of non-script resources, such as images, from third-party hosts
that are explicitly allowed.
• Allows you to turn off Lightning Locker.
Allow Inline Scripts and Script Access to Any Third-party Host Provides no added security, but enables your site to work as
currently designed.
• Blocks nothing.
• Allows access to all third-party hosts without the need to
explicitly allow those hosts.
• Lightning Locker is turned on and can’t be disabled.
Note: This option is only visible for sites created before

Spring ’19. In Spring ’22 (February 2022), this option is being
removed.
IN THIS SECTION:
CSP and Lightning Locker Design Considerations
Whether you’re an administrator, content manager, or developer, be aware of the impact of the different security levels on your
Experience Builder site. This impact can be far-ranging and unexpected.
Where to Allowlist Third-Party Hosts for Experience Builder Sites
Regardless of your security level, you must allowlist all non-script resources such as images, style sheets, and fonts that are hosted
outside your Experience Builder site. In addition, if you use the Relaxed CSP security level and reference external JavaScript files in
your site, you must allowlist these remote hosts.
Select a Security Level in Experience Builder Sites
Choose a security level to control whether scripts can be executed from your Experience Builder site and whether third-party
components and custom code can share data.
SEE ALSO:
Experience Cloud Developer Guide: Enable Third-Party Components to Run When Lightning Locker Is Off
Lightning Web Components Dev Guide: Security with Lightning Locker
Lightning Aura Components Developer Guide: Developing Secure Code
Static Resources
199
CSP and Lightning Locker Design Considerations

Whether you’re an administrator, content manager, or developer, be aware of the impact of the
EDITIONS
different security levels on your Experience Builder site. This impact can be far-ranging and
unexpected. Available in: Salesforce
Tip: For extra error guidance when developing your Experience Builder site, we recommend Classic (not available in all
orgs) and Lightning
using Google Chrome. After you set the CSP security level for your site, test it in other browsers
Experience
to make sure that your customers have a good experience.
In addition to error messages and feedback, you can use the Developer Console to help Available in: Essentials,
identify any directive issues or CSP violations. Enterprise, Performance,
Editions
What Does the Strict CSP Level Affect?
Strict CSP is the default, maximum security level for Experience Builder sites. This level of security can impact many aspects of your site,
especially resources that make calls to external sources, such as:
• Rich Content Editor
• HTML Editor
• Third-party components
• Custom components
• head markup
• CMS Connect content
In addition, Strict CSP mitigates the risk of cross-site scripting (XSS) and other content injection attacks by disallowing inline scripts.
Note: We recommend that you update your third-party libraries to modern versions that don’t depend on the unsafe-inline
keyword.
Impact Description Example Recommendation

Blocks inline All inline scripts, including inline You include an inline script in the Replace inline scripts in your site and
scripts <script> elements and inline head markup to write messages to instead use a static resource that’s
event handlers, are blocked from the console log for testing purposes, uploaded as a relative URL, or avoid
running on your site. Common for example, inline scripts entirely.
services such as Google Tag <script>console.log(“blocked”);</script>.
Manager can’t work properly when Because all inline scripts are blocked,
these scripts are blocked. messages aren’t written to the log.
Blocks remote All requests for remote JavaScript You want to use the popular D3.js Upload all JavaScript libraries to your
JavaScript files are blocked from executing. library to create a scatterplot. But org as static resources, and then add
resources because all remote JavaScript files the static resource to your
are blocked, nothing is drawn. component. After the library is
loaded from the static resource, you
can use it as normal..
Blocks non-script All requests for non-script resources You decide to host your company Host your resources through
remote resources to external servers are prevented, logo on an external server and Salesforce using component
unless allowlisted unless you explicitly allow those reference it in a component. functionality, such as the Rich
servers. However, the image isn’t shown. Content Editor. Or you can host the
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Impact Description Example Recommendation

asset as a static resource and refer to
it with a relative URL.
Isolates Prevents third-party components You have a third-party component Follow best practices for using
third-party and custom code from different that uses a login form to read a third-party components in your site
components and namespaces from interacting and password and send it to a service for and custom code in your head
custom code accessing each other’s DOM. These validation. Other third-party markup.
because Lightning resources can only access supported components on the same page are If you have trouble getting
Locker is always on APIs. prevented from reading the third-party components or custom
If you inadvertently allow a password and potentially doing code to work with Lightning Locker,
malicious domain, isolated resources something malicious with it. see Resolve Lightning Locker
are unable to send any data other Conflicts in Experience Builder in the
than their own to that domain. Experience Cloud Developer Guide.
What Does the Relaxed CSP Level Affect?

To use resources from third parties such as Google, you can choose the Relaxed CSP level. But make sure that you understand the
ramifications of a less secure, relaxed CSP environment on your site.
In this state, you can optionally disable Lightning Locker when custom functionality doesn’t work properly. But we strongly advise against
turning off Lightning Locker. For information on Lightning Locker workarounds, see Resolve Lightning Locker Conflicts in Experience
Builder in the Experience Cloud Developer Guide.
Impact Description Example

Allows inline scripts All inline scripts are allowed to run in your site, including You include in your head markup an inline
scripts that use eval(). These scripts are allowed script to log every user action on a page for
because many common services such as Google Tag marketing-related analysis. Because inline scripts
Manager require them to work properly. are allowed, analytics are logged successfully.
Warning: Inline scripts are a common source of

XSS attacks.
Allows remote All requests to external servers for JavaScript files and You use a script that pulls in your company’s
JavaScript and non-script resources are allowed when you identify the blog posts. For the content to show, allow the
non-script resources servers. Client-side code can also make requests to your script for the site using the Trusted Sites for
when allowlisted site. Scripts area in Experience Builder, and allow the
non-script content host in CSP Trusted Sites in
Setup.
Isolates third-party Third-party components and custom code from different By mistake, you use a malicious component on
components and namespaces are prevented from interacting and the same page that you’re exposing internal
custom code when accessing each other’s DOM. These resources can only Salesforce records through a Salesforce
Lightning Locker is on access supported APIs. out-of-the-box component. Because the
If you inadvertently allow a malicious domain, isolated components are isolated, the malicious
resources are unable to send data to that domain. component is unable to access those records.
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Impact Description Example

Allows third-party Third-party components and custom code from different You want to use third-party components that
components and namespaces can interact and access each other’s DOM. automatically inject additional third-party
custom code to These resources can also use unpublished frameworks. JavaScript into the page, including the
communicate when And resources in an open browser tab are exposed, site’shead markup.
Lightning Locker is off permitting third-party components and custom code to
access and edit them.
Partners and developers of managed packages on
AppExchange must choose whether they want their
components to be available when Lightning Locker is
turned off in the relaxed CSP environment.
SEE ALSO:
Experience Cloud Developer Guide: Using the Developer Console
Lightning Web Components Dev Guide: Determine Whether a JavaScript Library Is Locker Compliant
Lightning Aura Components Developer Guide: eval() Function is Limited by Lightning Locker
Lightning Web Components Dev Guide: Use Third-Party JavaScript Libraries
Lightning Aura Components Developer Guide: Using External JavaScript Libraries
Experience Cloud Developer Guide: Enable Third-Party Components to Run When Lightning Locker Is Off
Where to Allowlist Third-Party Hosts for Experience Builder Sites

Regardless of your security level, you must allowlist all non-script resources such as images, style
EDITIONS
sheets, and fonts that are hosted outside your Experience Builder site. In addition, if you use the
Relaxed CSP security level and reference external JavaScript files in your site, you must allowlist Available in: Salesforce
these remote hosts. Classic (not available in all
You allowlist hosts differently depending on the resource type. Non-script resources from external orgs) and Lightning
hosts, such as a logo or style sheet stored on a corporate site, can be shared with Lightning Experience
Experience across your entire org and are allowlisted in Setup. Script resources from external hosts Available in: Essentials,
such as JavaScript are instead specific to each site and are allowlisted in Experience Builder. Be Enterprise, Performance,
careful to allow only external sites that you trust. Unlimited, and Developer
We automatically allow the following sites: Editions
• All Salesforce-hosted data and files when referenced in your site.

• Google Analytics required sites when you add your tracking ID to the Google Analytics setting in Experience Builder. These addresses
include https://www.google-analytics.com, https://stats.g.doubleclick.net, and
https//www.googletagmanager.com/gtag/js.
• Addresses that can be referenced by image tags in Chatter feed comments with video and the Rich Content Editor’s video insertion
functionality. These addresses include https://img.youtube.com, https://i.ytimg.com, and
https://i.vimeocdn.com, and addresses that can be referenced by frame tags, such as https://img.youtube.com,
https://player.vimeo.com, and https://play.vidyard.com.
Tip: Remember to also allowlist any scripts or images used by external hosts that you already allowed so that those resources are
displayed.
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Where Do I Allow Hosts of Non-Script Resources?

Non-script resources hosted outside your site use a src attribute defined by https://any.otherdomain.com or
wss://any.otherdomain.com. Common non-script resources include:
• Images
• Style sheets
• Fonts
• Media (audio and video)
• URLs using script interfaces
• Resources contained in frame elements
• Third-party APIs
• WebSocket connection
For these non-script resources, you allow hosts in CSP Trusted Sites in Setup. The resources are then available for all Experience Builder
sites in your org. See Create CSP Trusted Sites to Access Third-Party APIs.
Where Do I Allow Hosts of Script Resources?

For remote script resources, such as JavaScript, you allowlist hosts in Experience Builder in Settings > Security & Privacy.
After you select the Relaxed CSP security level, you can add hosts in the Trusted Sites for Scripts area that appears. To use remote
resources in your other Experience Builder sites, you must allowlist each resource separately per site.
203
From the Trusted Sites for Scripts section, you can edit or delete a site in the allowlist. You can also activate or deactivate trusted sites,
which makes it easy to test or maintain your site without deleting sites from the site configuration. And if you change to Strict CSP, these
allowed sites remain, which permits you to switch security levels easily.
SEE ALSO:
Enable Google Analytics™ for Your Experience Cloud Site
Track Site Users with Your Google Analytics Tracking ID
204
Select a Security Level in Experience Builder Sites

Choose a security level to control whether scripts can be executed from your Experience Builder
EDITIONS
site and whether third-party components and custom code can share data.
Selecting a security level depends on your needs and tolerance for risk. We recommend running Available in: Salesforce
Strict CSP for optimum security. You can easily switch between levels to test how different security Classic (not available in all
levels affect your customers’ experience. orgs) and Lightning
Experience
1. In Experience Builder, open Settings > Security & Privacy.
Editions
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
2. Select a security level. builder in that site
Cloud site:
Strict CSP: Block Access to Inline Scripts and Default setting for sites created in Spring ’19 • Be a member of the site
All Hosts (February 2019) and later. AND Create and Set Up
Experiences
Provides maximum security.
OR
• Blocks the execution of all inline scripts
and all requests for remote JavaScript files. • Be a member of the site
AND an experience
• Allows the display of non-script resources, admin or publisher in
such as images, from third-party hosts that site
that are explicitly allowed.
• Lightning Locker is turned on.
Relaxed CSP: Permit Access to Inline Scripts Provides moderate security.

and Allowed Hosts • Allows inline scripts to run in your site.
• Allows the loading of remote JavaScript
files and the display of non-script
resources, such as images, from
third-party hosts that are explicitly
allowed.
• Allows you to turn off Lightning Locker.
205

Allow Inline Scripts and Script Access to Any Third-party Host Provides no added security, but enables your site to work as
currently designed.
• Blocks nothing.
• Allows access to all third-party hosts without the need to
explicitly allow those hosts.
• Lightning Locker is turned on and can’t be disabled.
Note: This option is only visible for sites created before

Spring ’19. In Spring ’22 (February 2022), this option is
being removed.
3. If you use non-script resources hosted outside Salesforce, such as images or style sheets, add the hosts to CSP Trusted Sites in Setup.
See Create CSP Trusted Sites to Access Third-Party APIs.
Hosts allowed in CSP Trusted Sites are available to Lightning Experience, Experience Builder sites, or both, depending on the context
you apply. If available to Experience Builder sites, that host is allowed for all sites in your Salesforce org.
4. If you use script resources hosted outside Salesforce, select Relaxed CSP, and allow the third-party hosts in the Trusted Sites for
Scripts area that appears.
a. Click Add Trusted Site.

b. Enter a friendly name and the resource URL.
For added security, include the entire URL path to the resource folder—for example,
https://www.example.com/logos/. Use the syntax https://site_url/resource_folder/, and ensure
that the URL ends in /. If you add the URL for the whole domain rather than a specific resource folder, you extend trust to all
resources on that domain, which can introduce a security vulnerability.
206
Set Up and Manage Experience Cloud Sites Experience Cloud Cookies
c. Click Add Site.
Note:
• Allowed external sites are specific to each Experience Builder site.
• You can activate or deactivate a trusted site for easy testing and maintenance, without having to remove it from your site
configuration.
5. Optionally, if you selected Relaxed CSP, you can turn off Lightning Locker.
For example, sometimes it’s necessary to turn off Lightning Locker to use custom components that automatically inject additional
third-party JavaScript into the page, including the site’s head markup.
Warning: Turning off Lightning Locker can potentially cause security flaws in your site. If a third-party component isn’t
enabled to work without Lightning Locker, the component can prevent the component from being available at design time
and rendering at runtime. See Enable Third-Party Components to Run When Lightning Locker Is Off and Resolve Lightning
Locker Conflicts in Experience Builder in the Experience Cloud Developer Guide.
6. Publish your site.
Experience Cloud Cookies

Experience Cloud uses cookies to improve functionality and accelerate processing times. By saving
EDITIONS
a user’s settings, cookies can enhance the user’s experience and the performance of the Experience
Cloud site. Available in: Enterprise,
Salesforce doesn’t currently provide functionality for end-user cookie consent management in Professional, Unlimited,
Experience Builder sites. The platform is compatible with many existing third-party solutions. We and Developer editions.
recommend that you work with you internal IT teams or consult your implementation partners to
identify the right solution for your organization’s needs.
Experience Cloud collects two different types of cookies:
• Required: Strictly necessary for the website to work correctly.
• Functional: Used for analytics and performance.
Note: While Experience Cloud can run without the use of functional cookies, site functionality can be reduced, depending on
the cookie’s purpose.
Experience Cloud Cookies are limited to Lightning-based sites.
The following table describes the Experience Cloud cookies collected by Salesforce.
Table 2: Cookies for All Users (Authenticated and Unauthenticated)

Cookie Name Duration Cookie Type Description
_ga Long Functional A third-party cookie that’s used if the
site admin chooses to track site users
with a Google Analytics tracking ID.
{UserId}_KMPage 1 day Functional In Salesforce Classic, used to read the

last user selection for 'Find in View',
'Article Language', {DataCategory},
and 'Validation Status' in Article
Management.
207

{UserId}_KnowledgePageDispatcher Session Functional In Salesforce Classic, used to
remember the user selection to
determine whether to show 'Articles'
or 'My Drafts' view in Knowledge.
{UserId}_KnowledgePageFilter{DataCategory} Session Functional In Salesforce Classic, used to

remember the last user selection for
data category filter in Knowledge.
{UserId}_KnowledgePageFilterArticleArticleType Session Functional In Salesforce Classic, used to

article type filter for 'Articles' view in
Knowledge.
{UserId}_KnowledgePageFilterArticlePublishStatus Session Functional In Salesforce Classic, used to

publish status filter for 'Articles' view
in Knowledge.
{UserId}_KnowledgePageFilterArticleValidationStatus Session Functional In Salesforce Classic, used to

validation status filter for 'Articles'
view in Knowledge.
{UserId}_KnowledgePageFilterLanguage Session Functional In Salesforce Classic, used to

language filter in Knowledge.
{UserId}_KnowledgePageFilterMyDraftArticleType Session Functional In Salesforce Classic, used to

article type filter for 'My Drafts' view
in Knowledge.
{UserId}_KnowledgePageFilterMyDraftPublishStatus Session Functional In Salesforce Classic, used to

publish status filter for 'My Drafts'
view in Knowledge.
{UserId}_KnowledgePageFilterMyDraftValidationStatus Session Functional In Salesforce Classic, used to

validation status filter for 'My Drafts'
view in Knowledge.
{UserId}_KnowledgePageSortFieldArticle Session Functional In Salesforce Classic, used to

'Sort by' for 'Articles' view in
Knowledge.
{UserId}_KnowledgePageSortFieldMyDraft Session Functional In Salesforce Classic, used to

208

'Sort by' for 'My Drafts' view in
Knowledge.
{UserId}_spring_KmMlAnyoneDraftArticlesList 1 Day Required In Salesforce Classic, used to

configure layout properties for Draft
Articles view in Article Management.
{UserId}_spring_KmMlArchivedArticlesList 1 Day Required In Salesforce Classic, used to

configure layout properties for
'Archived Articles' in Article
Management.
{UserId}_spring_KmMlMyDraftArticlesList 1 Day Required In Salesforce Classic, used to

configure layout properties for 'Draft
Articles' assigned to 'Me' in Article
Management.
{UserId}_spring_KmMlMyDraftTranslationsList 1 Day Required In Salesforce Classic, used to

configure layout properties for 'Draft
Translations' in Article Management.
{UserId}_spring_KmMlPublishedArticlesList 1 Day Required In Salesforce Classic, used to

'Published Articles' in Article
Management.
{UserId}_spring_KmMlPublishedTranslationsList 1 Day Required In Salesforce Classic, used to

'Published Translations' in Article
Management.
<namespace>_sid Session Required Identify Live Agent session. Stores a

unique pseudonymous ID for a
specific browser session over chat
service.
activeView Session Functional In Salesforce Classic, used to

'Articles' or 'Translations' tab in Article
Management.
alohaEpt 90 Seconds Functional Used to calculate the

ExperiencePageTime on
Salesforce Classic pages.
apex__EmailAddress 1 Year Required Caches contact IDs associated with

email addresses.
auraBrokenDefGraph 1 Week Functional Used to track when the Lightning

page has malformed HTML.
209

autocomplete 60 Days Functional Determines if the login page
remembers the user's username.
BAYEAX_BROWSER Expired on Creation Required Identify a unique browser subscribed

to CometD streaming channels.
BrowserId 1 Year Required Used for security protections.
BrowserId_sec 1 Year Required Used for security protections.
caPanelState Session Functional Saves the open, closed, and height

percent states of the calendar panel.
calViewState Session Functional Sets the inline calendar date state in

Salesforce Classic (current week
selected).
clientSrc Session Required Used for security protections.
communityId Session Required Cookie set to tie the ideas to a specific

Experience Cloud site.
CookieConsent 1 Year Required Used to apply end-user cookie

consent preferences.
CookieConsentPolicy 1 Year Required Used to apply end-user cookie

consent preferences set by our
client-side utility.
cookieSettingVerified Session Required Used to create popup message telling

users cookies are required.
cordovaVersion Session Required Used for internal diagnostics with

mobile applications.
cqcid 1 Year Functional Used to track guest shopper's

browsing activity.
csssid Session Required Used to establish a request context

in the correct tenant org.
csssid_Client Session Required Enables user switching.
devOverrideCsrfToken Session Required CSRF Token.
directMessageInboxVisitTimestamp Long Functional Used by Direct Message to determine

the last visit to the inbox.
disco Session Required Tracks the last user login and active
session for bypassing login (ex: OAuth
immediate flow).
<userId>expid_[site 30 Days Functional Used to render pages based on

prefix] specified brand.
210

<userId>feeds Long Functional Used to store a user's feed settings
selection.
force-proxy-stream 3 hours Required Ensure client requests hit the same

proxy hosts and are more likely to
retrieve content from cache.
force-stream Long Required Used to redirect server requests for

sticky sessions.
FedAuth Session Required For the SharePoint connector, used

to authenticate to the top-level site
in SharePoint.
gTalkCollapsed 1 Year Required Controls if the sidebar in Salesforce

Classic is open or not for a user.
hideDevelopmentTools Session Functional Used to determine whether to show

the developer tools.
hideFilesWarningModal 50 Years Functional Stores user acknowledgment that a

public link to a Salesforce file is on
email send. The warning window isn't
continually shown after the user
acknowledges this action.
hideIdentityDialog 1 Year Functional Hides the dialog box that informs that
the current user is out when
switching to another user.
idccsrf 3 Months Required Tracks

CrossSiteRequestForgery
validation for certain SSO flows.
ideaToggle Session Functional Show 'Ideas' list view or 'Feed' list

view.
inst Session Required Used to redirect requests to an

instance when bookmarks and
hardcoded URLs send requests to a
different instance. This type of
redirect can happen after an org
migration, a split, or after any URL
update.
iotcontextsplashdisable 10 Years Functional For the IoT product, stores user

preference of whether to show
Context Splash popup.
lastlist Session Required Used to store the cookie name for the
last list URL.
211

liveagent_invite_rejected_ Session Functional Don't reissue an invitation on the
same domain. Deletion of this cookie
degrades customer experience as
they can get repeated invitations.
liveagent_sid Session Required Identify Live Agent session. Stores a

unique pseudonymous ID for a
specific browser session over chat
service.
lloopch_loid 1 Year Required Determine whether to send the user

to a specific portal login or an app
login.
login 60 Days Functional Used to fetch the username and

populate it on the main login page
when using the process builder app
if the user's session has expired.
logouturl Session Functional Stores the last logged in org for

redirecting requests. Used for logging
whether the cookie is present in site
and community guest-user requests.
oid 2 Years Required Stores the last logged in org for

redirecting requests. Used for logging
whether the cookie is present in site
and community guest-user requests.
oinfo 3 Months Functional Tracks the last logged in org.
pc-unit 1 Year Functional Sets preference for displaying

platform cache units to either MB or
KB.
pctrk Session Required Used to track unique page visitors in

Experiences.
PicassoLanguage Session Required Used to store a user’s language

selection for this Experience Builder
site. The site doesn’t load without this
cookie if the user changes the site’s
language.
promptTestMod 30 Days Required Stores whether test mode is in effect.

This cookie read-only.
redirectionWarning 1 Year Functional Enable customer to store URLs that

are exempt from setting a redirect
warning interstitial page on an
allowlist.
212

renderCtx Session Required Used to store site parameters in the
session for reuse across requests by
a single client for functionality and
performance reasons.
RRetURL Session Required Used with 'Log in As' to restore the

original state.
RRetURL2 Session Required The return URL to redirect to when

logging out of a session.
RSID Session Required Session ID and login-as session ID. In

this case the cookies are copied to
the response and in a proxy situation
cause the target URL to rebuild
appropriately. The cookies aren't
created, examined, or modified.
schgtclose 0 Functional Deprecated feature, not used.
sfdc-stream 3 hours Required Used to properly route server

requests within Salesforce
infrastructure for sticky sessions.
showNewBuilderWarningMessage 100 years Functional Used to show or hide a warning

message for the new dashboard
builder.
sid Session Required SessionID.
sid_Client Session Required Used to detect and prevent session

tampering.
sidebarPinned 10 Years Required Controls the state of the Salesforce

Classic sidebar.
ssostartpage 1 Year Required Identifies the IdP location for SSO;

certain service provider initiated SSO
requests can fail without this cookie.
SUCSP Session Required Used when the user identity that an

administrator is assuming (via Log in
to Experience as User) is a Customer
Success Portal (CSP) user.
SUPRM Session Required Used when the user identity that an

administrator is assuming (via Log in
to Experience as) is a Partner
Relationship Management (PRM)
portal user.
t Expired on Creation Functional Used to avoid duplicate access

checks.
213
Set Up and Manage Experience Cloud Sites Securely Share Your Experience Cloud Sites with Guest Users

useStandbyUrl Not Set Required Controls how quickly to set the
standby URL when loading the
softphone.
waveUserPrefFinderListView 100 Years Functional Preference for displaying list views in

Tableau CRM.
waveUserPrefFinderLeftNav 100 Years Functional Preference for left navigation UI in

Tableau CRM.
webact Long Functional Used to collect metrics per page view

for personalization.
WelcomePanel 1 Day Functional Stores Experience Cloud preferences.
52609e00b7ee307e Session Required Browser Fingerprint cookie. Used to

detect session security problems.
79eb100099b9a8bf Session Required Browser Fingerprint trigger cookie.

Used to detect session security
problems.
Securely Share Your Experience Cloud Sites with Guest Users

Experience Cloud sites help you connect with customers and partners. When building your site,
EDITIONS
you can use various settings and permissions to protect your data and your customers’ data, and
publicly share the site with guest users. Keeping your data secure is a joint effort between you and Available in: Essentials,
Salesforce. Enterprise, Performance,
Get a printable version of the security guide here. Unlimited, and Developer
editions
IN THIS SECTION:
Guest User Security Policies and Timelines
To improve data security for orgs with guest users, Salesforce made some security improvements. Use this topic as a starting point
to understand all the security improvements and updates, including timelines for enforcement and how to prepare for the changes.
Use a guest user profile to control public access to data, content, and objects in your site that don't require authentication. For
example, you can create a customer support community where existing and potential customers can view public discussions, known
issues, and solutions posted by other members or support without logging in.
Assign Records Created by Guest Users to a Default User in the Org
To increase the security of your Salesforce data, guest users are no longer automatically the owner of records they create. Instead,
when a guest user creates a record, the record is assigned to a default active user in the org, who becomes the owner.
Secure Data Accessible by Guest Users
Protect your data by securing the data created by unauthenticated guest users prior to Salesforce’s enforcement of the guest user
security policies in the Winter ’21 and Spring ’21 releases.
214
Set Up and Manage Experience Cloud Sites Guest User Security Policies and Timelines

To configure your site for search engine optimization (SEO), Salesforce uses the guest user profile to identify the public pages and
objects available for indexing. A search engine is considered a guest, or unauthenticated, user. ForExperience Builder sites, Salesforce
automatically generates a sitemap with a list of the publicly accessible content. For sites built with Salesforce Tabs +Visualforce, you
are responsible for creating the sitemap and indicating which pages are included.
Set the public access level to your Experience Builder site, and set page-specific access to your site pages.
Object-Specific Security Best Practices for Guest Users
After you configure the guest user profile and the site guest user record, keep object-specific best practices in mind for guest user
access.
Test Guest User Access in Your Experience Cloud Site
After you’ve implemented the recommended security settings, take your Experience Cloud site on a test drive to see what guest
users see.
Control Which Users Experience Cloud Site Users Can See
User sharing lets you decide whether all users in an Experience Cloud site are visible to each other.
Guest User Security Policies and Timelines

To improve data security for orgs with guest users, Salesforce made some security improvements.
EDITIONS
Use this topic as a starting point to understand all the security improvements and updates, including
timelines for enforcement and how to prepare for the changes. Available in: Essentials,
The Salesforce security policy encompasses all public sites created in a Salesforce org, including Enterprise, Performance,
Lightning Platform, Site.com, or Experience Cloud. When this policy is fully enforced, any public-facing Unlimited, and Developer
site must follow these rules. Editions
• Securing access to records by guest users

– Guest user external org-wide defaults are always set to private.
– Guest users can’t have more than read access to data.
– Guest users can’t be members of public groups or queues.
• Guest users that were added to public groups or queues before this policy was enabled aren’t removed automatically. You
must remove these guest users manually.
– Guest users can’t access records via manual sharing.

– Guest users can only get access to records through guest user sharing rules, a special type of criteria-based sharing rule.
• The maximum access granted to guest users via sharing rules is read.
– Guest users can’t have the update or delete permissions on objects. Guest users can only update or delete records in System
Mode.
– Guest users can’t have View All or Modify All access on objects.
• Assigning new records created by guest users to a default owner in your org
– Guest users can’t be the owner for newly created records.
– Guest users can’t be given ownership of existing records.
– Ownership of records created by guest users must be transferred to a default owner, who is an active user in your org.
• Viewing other members of a publicly available site
215
– Guest users can’t be assigned the View All Users permission.

– Your org can assess member visibility on a site by site basis.
Timelines for Enforcing Public Site Security Policies

Settings have been enabled every release since Summer ’20. Check to see what release your org is running on Salesforce Status.
Details of the Winter ’22 Updates

Salesforce added the setting Enforce secure record access for guests accessing products to use in testing guest user sharing rules
for the Product2 object during Winter ’22. Turn the setting on or off in Setup > Product.
The setting will be removed with the Spring ’22 release. The Secure guest user record access setting will also be applied to products
in Spring ’22. For guest users, org-wide defaults are set to Private for the Product2 object, and this access level can't be changed. To
grant guest users access to product records, you must create guest user sharing rules.
Details of the Winter ’21 Updates

In the Winter ’21 release, Salesforce enabled the following three settings. These settings can't be disabled.
• Setting name: Secure guest user record access
– To access this setting, from Setup enter Sharing Settings in the Quick Find box.
– Select Sharing Settings.
• Setting name: Assign new records created by guest users to the default owner
– To access this setting, from Setup enter Digital Experiences in the Quick Find box.
– Select Digital Experiences > Settings.
• Setting name: Assign new records created by the Salesforce Sites guest users to a default owner in the org
– To access this setting, from Setup enter Sites in the Quick Find box.
– Select Sites and Domains > Sites.
Details of the Spring ’21 Updates

The following guest user object permissions are removed with the Spring ’21 release.
• Edit
• Delete
• Modify All
• View All
The preceding permissions are turned off for custom objects and the following standard objects: Order, Survey Response, ProfileSkillUser,
and ProfileSkillEndorsement.
Important: With the Spring ’21 release, Salesforce is removing the View All, Modify All, edit, and delete permissions for guest
users in all orgs.
If a permission set or permission set group is assigned to the guest user and grants Modify All, View All, edit, or delete, to custom
objects, or Order, Contract, Survey Response, ProfileSkillUser, and ProfileSkillEndorsement, then the guest user is removed from
the permission set or permission set group. If any other permissions were granted using the same permission set or permission
216
set group, the guest user can’t access them. If you have permission sets or permissions set groups that have Modify All, View All,
edit, or delete permissions on objects, and other permissions, we recommend that you clone the permissions sets and remove
Modify All, View All, edit, or delete permissions. You can then reassign the cloned permission sets and permission set groups to
guest users. With the Spring '21 release, you can no longer assign Modify All, View All, edit, or delete permissions to guest users,
even with a permission set or permission set group.
These obsolete permissions, with no app logic tied to them, were also removed from guest user profiles:
• Enable UI Tier Architecture
• Remove People from Direct Messages
• View Topics
• Send Non-Commercial Email
• Share internal Knowledge articles externally
• Hide the Seen By List
• Enable RecordVisibility API
• Assign Topics
• Verify Answers to Chatter Questions
• Close Conversation Threads
• Edit Topics
• Create Topics
• Delete Topics
• Merge Topics
• Allow user to access privacy data
• Modify Data Classification
• Use Any API Client
• Can Approve Feed Post and Comment
Moreover, the following changes were enforced:
• The View All Users permission was disabled for all guest users with the Summer ’20 release. Use the site-specific Let guest users see
other members of this site setting instead. The permission is removed from all guest users permanently with the Winter ’21 release.
Potential Impact to Your Org with the Spring ’21 Release

The enforcements of the public site security policies affect all customer orgs with Salesforce public sites built on Lightning Platform,
Site.com, Lightning Platform, or Experience Cloud.
With the enforcement of the new security policy, your guest users’ access to your public sites may change. Potential impact includes
the following scenarios:
• Guest users may lose access to data.
• Guest users can no longer update or delete records.
• Guest users can no longer complete forms using Flows.
• Guest users may lose visibility to other users of the public site.
• Guest users can no longer upload files.
• The apex:inputField and other similar standard markup components, may no longer render for guest users on custom
Visualforce pages or Lightning components.
217
Set Up and Manage Experience Cloud Sites Give Secure Access to Unauthenticated Users with the Guest
User Profile
• The lightning:outputField doesn’t render correctly for guest users if they no longer have edit permissions.
Use a guest user profile to control public access to data, content, and objects in your site that don't
EDITIONS
require authentication. For example, you can create a customer support community where existing
and potential customers can view public discussions, known issues, and solutions posted by other Available in: Essentials,
members or support without logging in. Enterprise, Performance,
When you create an Experience Cloud site, Salesforce creates a profile, a user record, and sharing Unlimited, and Developer
mechanisms that are available only to guest users, regardless of whether the site is configured for Editions
public access. Each public community, portal, or site uses this guest user profile and record to let
unauthenticated users browse the site. All guest visitors to a public site share the same guest user USER PERMISSIONS
record (one per site) and have the same access level.
For instance, let’s say you have three communities or portals set up in your Salesforce org. Each To enable public access to
content on a public site:
community or portal has its own guest user profile and guest user record.
Here’s how it works. Experiences
• Community—> Guest User Profile 1 —> Community Site Guest User AND
• Portal—> Guest User Profile 2 —> Portal Site Guest User Is a member of the site
• Site—> Guest User Profile 3 —> Site Guest User
A guest user has access to certain pages in your community, portal, or site as long as the site is
active in your org. For example, guest users can always see login and login error pages in your site.
Sharing data with guest users should be a careful and considerate process. Salesforce defaults are the most restrictive they can be for
guest users, and it's up to you to decide to share data with guests or not. To secure your site for guest users, consider all the use cases
and implications and implement security controls that you think are appropriate for the sensitivity of your data.
IN THIS SECTION:
Secure the access that unauthenticated guest users have to your org’s data.
Before publishing your Experience Cloud site with public access enabled, configure the guest user profile so that your customers
can view and interact with your site without logging in.
Configure the Site Guest User Record
Each time an Experience Cloud site is created, Salesforce creates a guest user profile and a site guest user record. The site guest user
record is the only user record associated with the guest user profile.
SEE ALSO:
Apex Developer Guide: Methods Available to Experience Cloud Guest Users
218
User Profile

Secure the access that unauthenticated guest users have to your org’s data.
EDITIONS
Important: The Secure guest user record access setting is enabled in all Salesforce orgs with
Experience Cloud sites and can't be disabled. The timelines for the rollout and enforcement Available in: Salesforce
of this setting are published in Guest User Security Policies and Timelines. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Sharing Settings in the Quick Find box. Experience
2. Select Sharing Settings.
3. Select Secure guest user record access. Enterprise, Performance,
When this setting is enabled, guest users: Unlimited, and Developer
editions
• Have org-wide defaults set to Private for all objects, including objects not listed on the
Sharing Settings page but excluding the Product2 object. This access level can’t be changed.
Child objects with a master-detail relationship that rely on a parent's sharing settings have USER PERMISSIONS
an org-wide default of Controlled by Parent. The parent object's Private org-wide default
is inherited by the child object, making it Private too. To edit guest user sharing
settings:
Note: To secure guest user access on the Product2 object, select the Enforce secure • Manage Sharing
record access for guests accessing products setting in Setup > Product.
• Can’t be added to queues or public groups.

– Guest users that were added to queues or public groups before this setting was enabled aren’t removed automatically. You
must remove these guest users manually.
• Can’t be given access to records through manual sharing or Apex managed sharing.
• Can be granted Read Only access to records only through guest user sharing rules. Guest user sharing rules are a special type of
criteria-based sharing rule and count toward the limit of 50 criteria-based sharing rules per object.
Warning: The guest user sharing rule type grants access to guest users without login credentials. By creating a guest
user sharing rule, you're allowing immediate and unlimited access to all records matching the sharing rule's criteria to
anyone. To secure your Salesforce data and give your guest users access to what they need, consider all the use cases and
implications of creating this type of sharing rule. Implement security controls that you think are appropriate for the sensitivity
of your data. Salesforce is not responsible for any exposure of your data to unauthenticated users based on this change
from default settings.
SEE ALSO:
Create Guest User Sharing Rules
219
User Profile

Before publishing your Experience Cloud site with public access enabled, configure the guest user
EDITIONS
profile so that your customers can view and interact with your site without logging in.
For Experience Builder sites, access the guest user profile from Experience Builder. Available in: Essentials,
1. In Salesforce Setup, enter digital experiences in the Quick Find box and select All
Sites.
Editions
2. Next to the site that you want to access, click Builder.
3. In Experience Builder, click and select General. USER PERMISSIONS
4. Under Guest User Profile, click the profile name. To access Experience
Workspaces:
Experiences
AND
Is a member of the
To edit app and system

permissions in profiles:
Permission Sets
To edit object and field
Permission Sets
AND
220
User Profile
5. Click Edit.
6. Scroll to the Standard Object Permissions section, and change the object permissions to meet your business needs.
7. Create a sharing rule for each object you want to share with your users.
8. Click Save.
For Salesforce Tabs + Visualforce sites, access the guest user profile from Experience Workspaces.
1. In Salesforce Setup, enter digital experiences in the Quick Find box and select All Sites.
2. Next to the site that you want to access, click Workspaces.
3. Select Administration > Pages > Go to Force.com.
4. Click Public Access Settings and change the access levels based on your needs.
221
User Profile
IN THIS SECTION:
Best Practices and Considerations When Configuring the Guest User Profile
When configuring the guest user profile, keep these best practices and considerations in mind.
Best Practices and Considerations When Configuring the Guest User Profile
When configuring the guest user profile, keep these best practices and considerations in mind.
EDITIONS
General Best Practices and Considerations Available in: Essentials,

• The guest user profile is specific to the particular Experience Cloud site. Check the guest user Unlimited, and Developer
profile for each site to ensure data security. Editions
• As long as the Experience Cloud site is active, guest users can access a subset of its pages, such
as login and error pages.
• Use the Guest User Access Report AppExchange package to understand if records are being shared with guest users.
Sharing Settings
The Secure guest user record access setting limits the visibility and access that guest users have to your org’s data.
Note: This setting is enabled by default and can't be disabled. The timelines for the rollout and enforcement of this setting are
published in Guest User Security Policies and Timelines.
When this setting is enabled, guest users:
• Have org-wide defaults set to Private for all objects. This access level can’t be changed.
criteria-based sharing rule and count towards the limit of 50 criteria-based sharing rules per object.
Warning: The guest user sharing rule type grants access to guest users without login credentials. By creating a guest user
sharing rule, you're allowing immediate and unlimited access to all records matching the sharing rule's criteria to anyone. To
secure your Salesforce data and give your guest users access to what they need, consider all the use cases and implications
of creating this type of sharing rule. Implement security controls that you think are appropriate for the sensitivity of your data.
Salesforce is not responsible for any exposure of your data to unauthenticated users based on this change from default settings.
Object Settings
• Review all default object permissions in the guest user profile, and then apply the most restrictive permissions for the guest user.
For almost all objects, we recommend that the guest user has no access. If your business case calls for object data to be exposed to
the guest user, set a maximum Read permission where possible.
• Enable the Assign new records created by guest users to the default owner setting so that guest users are no longer automatically
the owner of records they create.
• Never assign the View All or Modify All permission to guest users.
• Never assign update or delete permissions to guest users.
222
User Profile
System Permissions
• Review all system permissions, and then deselect the permissions that aren’t necessary for your use case.
• Disable the View All Users permission if you don’t want guest users to see other users of the site. The View All Users permission is of
by default on guest user profiles in orgs created in Winter ’20 and later.
Note: When you deselect View All Users, guest users no longer have access to user or topic feeds in a site.
• Disable the Run Flows permission if guest users aren’t using flows. If guest users need flow access, disable the pause option on flows
that guest users are accessing.
API Usage
The API Enabled permission in system permissions lets external applications or connectors use the API to authenticate or access Salesforce
data. Some examples of API usage are Workbench, Dataloader.io, Jitterbit, Excel Connecr, the Salesforce mobile app, Mobile SDK apps,
Salesforce IoT, and connected apps.
• Check if the API Enabled permission is enabled for the guest user profile.
• Salesforce strongly recommends that you disable the API Enabled permission unless guest users explicitly need API access.
• Disable the permission in a sandbox first to see how guest user access is affected.
Visualforce Page and Apex

• Review all Visualforce and Apex pages that guest users can access. Remove pages that you don’t want guest users to access.
• The following Salesforce-provided Visualforce pages are added by default to the guest user profile to provide common services,
such as authentication flows or site maintenance.
– BandwidthExceeded
– CommunitiesLanding
– CommunitiesLogin
– CommunitiesSelfReg
– CommunitiesSelfRegConfirm
– CommunitiesTemplate
– Exception
– FileNotFound
– ForgotPassword
– ForgotPasswordConfirm
– InMaintenance
– SiteLogin
– SiteRegister
– SiteRegisterConfirm
– UnderConstruction
• If your site doesn’t offer self-registration, remove these self-registration pages from your guest profile:
– CommunitiesSelfReg
– CommunitiesSelfRegConfirm
– SiteRegister
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User Profile
– SiteRegisterConfirm
• Remove all other Visualforce pages unless they support specific business processes (ISV app, custom app).
• Restrict Apex classes for guest users. Allow Apex class access only for REST or SOAP API use. Apex classes that serve as Visualforce
controllers don’t need explicit access.
• In Apex class and subclass code, look for record updates or queries that don’t check field-level security or object permissions or are
in "without sharing" classes. Keep Apex and subclass code that runs without sharing or bypasses field-level security and object
permissions to a minimum.
• If a guest user can execute an @AuraEnabled method in an Apex controller used by a Lightning component, always use the
“with sharing” keyword.
• Add guest user profile access to any @AuraEnabled Apex class used by an Experience Cloud site.
Data Category Settings

• If Classic Knowledge is implemented in your org, check data category settings to ensure that guest users can access all the Salesforce
Knowledge categories that you want them to.
Field-Level Security
• Review the field-level security of objects that guest users can access to ensure that they have access to the correct fields.
• Remove field-level access to fields that you don’t want guest users to see.
Event Sync
If you use Einstein Activity Capture or Lightning Sync to sync events, follow the best practices to ensure that guest users don’t have
access to event data.
• Don’t invite guest users to events.
• Don’t use the same email address for a guest user and a non-guest user. Doing so could result in the guest user being added to
events.
• Turn off the Access Activities permission on the Guest User profile unless access is necessary for your use case.
• If a guest user owns an event, delete or reassign the event. If a guest user is an invitee on an event, remove them from the organizer's
event record. Or, you can delete the relevant EventRelation record using the API.
224
User Profile
Configure the Site Guest User Record

Each time an Experience Cloud site is created, Salesforce creates a guest user profile and a site guest
EDITIONS
user record. The site guest user record is the only user record associated with the guest user profile.
1. In the guest user profile, click Assigned Users. Available in: Essentials,
2. In the Full Name column, click the site guest user record link.
3. Make your changes, and click Save. Editions
IN THIS SECTION: USER PERMISSIONS

Best Practices and Considerations When Working with the Site User Record
Keep these best practices and considerations in mind when configuring the site user record. Workspaces or Experience
Builder:
Experiences
AND
Is a member of the
To edit app and system

Permission Sets
To edit object and field
Permission Sets
AND
Best Practices and Considerations When Working with the Site User Record
Keep these best practices and considerations in mind when configuring the site user record.
EDITIONS
General Best Practices and Considerations Available in: Essentials,

• Enforce authentication where possible, and lock down access to the site guest user. Unlimited, and Developer
Editions
Record Ownership
• The site guest user must never own records.
• When a guest user creates a record, such as a case via web-to-case or a record created via a flow, the site guest user is the record
owner. If the record owner isn’t changed, anyone who has guest access to your Experience Cloud site can see the record. Enable
the Reassign new records created by guest users to the default owner setting so that guest users are no longer automatically
the owner of records they create.
• In some use cases, you might need to give Read access to guest users to newly created records (such as ideas created by guest users
in a site). We recommend that you create a guest user sharing rule to grant record access.
225
Set Up and Manage Experience Cloud Sites Assign Records Created by Guest Users to a Default User in
the Org
Sharing Settings
The Secure guest user record access setting limits visibility and access that guest users have to your org’s data.
Note: This setting is enabled by default and can't be disabled. The timelines for the rollout and enforcement of this setting are
published in Guest User Security Policies and Timelines.
When this setting is enabled, guest users:
• Have org-wide defaults set to Private for all objects. This access level can’t be changed.
criteria-based sharing rule and count towards the limit of 50 criteria-based sharing rules per object.
Warning: The guest user sharing rule type grants access to guest users without login credentials. By creating a guest user
sharing rule, you're allowing immediate and unlimited access to all records matching the sharing rule's criteria to anyone. To
secure your Salesforce data and give your guest users access to what they need, consider all the use cases and implications
of creating this type of sharing rule. Implement security controls that you think are appropriate for the sensitivity of your data.
Salesforce is not responsible for any exposure of your data to unauthenticated users based on this change from default settings.
Assign Records Created by Guest Users to a Default User in the Org

To increase the security of your Salesforce data, guest users are no longer automatically the owner
EDITIONS
of records they create. Instead, when a guest user creates a record, the record is assigned to a default
active user in the org, who becomes the owner. Available in: Salesforce
Select a default owner in your org. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Digital Experiences in the Quick Find box, then select All
Experience
Sites.
2. Click Workspaces for the community you’d like to access. Available in: Essentials,
3. Click Administration > Preferences. Unlimited, and Developer
4. Select a default user in the record ownership lookup. editions
5. Click Save.
USER PERMISSIONS
Note: In orgs created in Summer ’20 and beyond, guest users can’t be assigned as owners
of previously created records in the org. If you don’t select an owner for records created by To assign a default owner to
guest users, the owner of the community is automatically selected as the owner. records created by guest
users in an Experience
Cloud site:
IN THIS SECTION:
Best Practices and Considerations for Using the Guest Record Default Owner Experiences
Keep these best practices and considerations in mind when assigning a default owner to records • AND is a member of the
created by guest users in Experience Cloud sites. site
226
Set Up and Manage Experience Cloud Sites Assign Records Created by Guest Users to a Default User in
the Org
Best Practices and Considerations for Using the Guest Record Default Owner
Keep these best practices and considerations in mind when assigning a default owner to records
EDITIONS
created by guest users in Experience Cloud sites.
General Best Practices and Considerations Enterprise, Performance,
• Any active user in an org (excepting guest users) can be assigned as the default owner of records Editions
created by guest users. However, only users with at least read access to the records can actually
access them. Ensure that the user chosen as the default owner has at least read access on the
records created by guest users.
• While the new default guest user field is helpful in assigning a record owner to records created by guest users, using the field as the
sole way to assign users is not considered a best practice. Set up assignment rules, processes, or triggers to correctly assign records
to different users or queues based on object or criteria.
• Make sure that you have more than one person being assigned as the owner of records created by guest users. One person owning
all records created by guests leads to performance issues, and causes errors if the user is no longer active in the org.
• When possible, create and assign queues as owners of records created by guest users.
• Setting the default owner for records created by guests is an option in Experience Cloud sites.
• Check all out-of-the-box Salesforce flows that impact guest users, such as the Contact Us page and assignment rules, and ensure
that they are working as expected.
• Reassign records in your org that are owned by the guest user site user. Use Data Loader to migrate existing records owned by guest
users to a new designated user in the org.
• Avoid using Apex future methods to insert ContentVersion for guest users.
OwnerID vs. CreatedByID Fields

• Any existing conditions in rules and processes (such as assignment rules, processes, criteria-based sharing rules, flows, and list views)
that are based on OwnerId equaling the guest user ID must be updated to CreatedByID. Remove any rules or processes that
rely on the guest user ID as the owner.
• Review internal processes and ensure that employees and teams still have access to guest user records.
Apex Without Sharing

While using Apex without sharing is an option, use it rarely and with extreme caution.
• Any Apex code that creates and updates a record (in a single transaction) as a guest must run without sharing, also known as system
mode. In such cases, when Apex code runs without sharing, the guest user should only update records they’ve just created, and no
other record in Salesforce.
Note: See Create Custom Component for Guest User Flows for an example of a component code for flows that uses an Apex
class without sharing.
• You may have a multi-step flow for guest users that creates a record and then updates the record. To allow the guest user to run
the flow, save the flow with the System Context Without Sharing—Access All Data option.
• Custom implementations that create a record and view or update it later must use an encrypted key to identify and access the record
(usually an encrypted record ID), Apex without sharing, and extra checks in the Apex class (for the subsequent VIEW or UPDATE
process) to limit record exposure. Limit the scope of key encryption, and narrow down the records that can be updated to specific
use cases. Always check to make sure that the record is created by the guest user.
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Set Up and Manage Experience Cloud Sites Secure Data Accessible by Guest Users
Behavior Change After Record Creation

• If your implementation is using the out-of-the-box behavior for record creation, guest users who create a record see a toast message
and are redirected to the page they were using before record creation. If you’d like to create a different experience for guest users,
use flows in System Mode to redirect guest users to a different custom screen after they create a record.
• Your custom implementation may allow a guest user to create a record, after which the guest user automatically sees the record
detail page of the just-created record. However, the guest user loses access to the just-created record, since the record owner is
assigned to a different user in the org. In this case, consider changing your implementation so the guest user is taken to a different
part of your site after creating a record.
• Guest users may have the option of associating a newly created record to a parent record via a lookup (for example, creating a
contact and associating it to an account).If guest users create a new parent record via a lookup, they see an error in the org (because
upon creation, the guest user loses access to the parent record). To avoid error messages, you can:
– Ensure that your org has a parent record shared with guest users via a sharing rule, so the newly created record can be associated
with it. The parent record should not contain any sensitive data; or
– Remove the create object permission for guest users.
Secure Data Accessible by Guest Users

Protect your data by securing the data created by unauthenticated guest users prior to Salesforce’s
EDITIONS
enforcement of the guest user security policies in the Winter ’21 and Spring ’21 releases.
Secure records that were created by or shared with guest users before the enforcement of the guest Available in: Essentials,
user security policies in the Winter ’21 and Spring ’21 releases. This data includes records created Enterprise, Performance,
before Winter ’21 that are: Unlimited, and Developer
Editions
• Owned by guest users
• Shared to queues or public groups that a guest user is a member of
• Shared with a guest user manually or using Apex-managed sharing
After the enforcement of the new security policy in Winter ’21, guest users could no longer own records, be added to queues or public
groups, or have records shared with them using manual- or Apex-managed sharing. However, the security policy didn’t work retroactively:
If guest users had access to records before Winter ’21, they continue to have access until you secure the records.
IN THIS SECTION:
Discover Which Records Are Available to Guest Users
Use the Guest User Access Report, available for free on AppExchange to see which objects and permissions guest users can access
from your public sites. The report shows you the total number of records per object that the guest user can access. The report also
categorizes records owned by the guest user, records shared with guest users with manual or Apex sharing, and queue or public
group membership information.
Reassign Records Owned by Guest Users
After the enforcement of the security policies introduced in Winter ’21, any record created by guest users is assigned to a default
internal owner. However, guest users still own records they created before Winter ’21.
Remove Guest Site Users from Queues and Public Groups
Queues and public groups created before the Winter ’21 enforcement of guest user security policies can still have guest site users
as members. Guest users being part of a queue or public group is a concern because any record shared with the public group is
visible to the guest user, which can be anyone on the internet. Also, it’s possible that other members in the group aren’t aware of
the guest user’s access to their records.
228
Set Up and Manage Experience Cloud Sites Secure Data Accessible by Guest Users
Remove Records Shared Manually or via Apex Managed Sharing

With the Guest User Access Report, you can find records that were shared with guest users manually or via Apex sharing before the
Winter ’21 enforcement of the guest user security policy. You can then delete the records manually or by using DataLoader or
Workbench.
Discover Which Records Are Available to Guest Users

Use the Guest User Access Report, available for free on AppExchange to see which objects and permissions guest users can access from
your public sites. The report shows you the total number of records per object that the guest user can access. The report also categorizes
records owned by the guest user, records shared with guest users with manual or Apex sharing, and queue or public group membership
information.
Here’s an example of a Guest User Access Report.
After you determine which records guest users can access, you have three options to secure the records:
• If record sharing is due to ownership, reassign the records owned by guest users to other users in your org.
• If record sharing is due to guest user membership in queues or public groups, remove guest users from queues and public groups.
• If record sharing is due to manual or Apex sharing, remove records shared via manual or Apex sharing.
Reassign Records Owned by Guest Users

After the enforcement of the security policies introduced in Winter ’21, any record created by guest users is assigned to a default internal
owner. However, guest users still own records they created before Winter ’21.
A site guest user in an org is one user record, and all guest users are assigned to that user record. Essentially, anyone on the internet is
considered a guest user when it comes to accessing a Salesforce site. That means that anyone on the internet is also an owner of any
records in the org that the site guest user owns.
To fix the ownership, query the records with tools like listviews, Data Loader, or Workbench. For each public site, filter on the record
owner field (ID or name) equaling the guest site user. You can find the guest site user name by looking at the Assigned Users in each
guest user profile. You can also use listviews or reports to filter object records by the owner field.
When you have the guest user’s records, reassign ownership of the records to an authenticated user. You can do this manually in the UI
on a record-by-record basis. But if you have a large quantity of records, use Dataloader or Workbench to mass-update the records.
This SOQL query finds account records owned by the guest user. Replace Account with the object you’re querying.
SELECT Id, OwnerId FROM Account WHERE OwnerId = '[GuestUserRecordId]'
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Set Up and Manage Experience Cloud Sites SEO Best Practices and Considerations for Guest Users
Remove Guest Site Users from Queues and Public Groups

Queues and public groups created before the Winter ’21 enforcement of guest user security policies can still have guest site users as
members. Guest users being part of a queue or public group is a concern because any record shared with the public group is visible to
the guest user, which can be anyone on the internet. Also, it’s possible that other members in the group aren’t aware of the guest user’s
access to their records.
To see which queues or public groups include guest users, use the Guest User Access Report, and then remove them.
You can remove guest users from queues and public groups in Salesforce Setup.
For public groups:
1. From Setup, in the Quick Find box, enter Public Groups, and then click Public Groups.
2. For each group that has guest users as a member, remove the guest user and save.
For queues:
1. From Setup, in the Quick Find box, enter Queues, and then click Queues.
2. For each queue that has guest users as a member, remove the guest user and save.
Remove Records Shared Manually or via Apex Managed Sharing

With the Guest User Access Report, you can find records that were shared with guest users manually or via Apex sharing before the
Winter ’21 enforcement of the guest user security policy. You can then delete the records manually or by using DataLoader or Workbench.
Any record shared with guest users manually or via Apex sharing is potentially accessible to any user accessing the site from the internet.
There is a risk of data being inadvertently shared.
This query returns any records shared with the guest user manually or via Apex sharing.
SELECT Id,[ParentId],RowCause,UserOrGroupId FROM [shareObject] WHERE UserOrGroupId IN
[userOrGroupIdList] AND RowCause != 'Owner' AND RowCause != 'Rule' AND RowCause !=
'GuestRule'
• Substitute [parentId] with the correct field for standard object shares. For custom objects, it’s [parentId].
• Substitute the [shareObject] with the value of the API name of the share object. For example, for the Account object, the
share object is called AccountShare. For a custom object called Custom_Object_1__c, the share object is called
Custom_Object_1__Share.
• Substitute the UserOrGroupIdList with a list of IDs for any Public Groups that the guest user is a part of, in addition to the
record ID of the guest user record. Also, removing the guest user from any public groups is recommended, in which case this value
can be the guest user record ID.
Delete these records manually or by using DataLoader or Workbench.

To configure your site for search engine optimization (SEO), Salesforce uses the guest user profile to identify the public pages and objects
available for indexing. A search engine is considered a guest, or unauthenticated, user. ForExperience Builder sites, Salesforce automatically
generates a sitemap with a list of the publicly accessible content. For sites built with Salesforce Tabs +Visualforce, you are responsible
for creating the sitemap and indicating which pages are included.
Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions
230
Set Up and Manage Experience Cloud Sites SEO Best Practices and Considerations for Guest Users

You identify the standard and custom, but not chatter, objects available for SEO using the Experience Builder guest user profile. Objects
and associated fields assigned read access are added to the sitemap.
• To control the scope of your sitemap and help keep your site secure, regularly review which objects are public and the number of
records exposed for each object. From Experience Builder, go to Settings > SEO > Object Access list. It can take up to 24 hours for
the Object Access list to be refreshed and include object pages and records newly made public.
• Even though an object and its fields are public, Salesforce security settings still determine guest user access to this data. To ensure
that object data is available to search engines, review the sharing rules, field-level security (FLS), and permission sets assigned to
that object.
• Make sure that all sensitive objects are private, even the objects used in private pages not included in the sitemap. All public pages
and public objects are discoverable. because search engines use the sitemap only as a starting point to identify which site content
is available for crawling.

• In your sitemap, include only publicly accessible Visualforce pages and objects that you want discoverable by search engines.
• Use robots.txt for more control over which data is available for search engines to index when they crawl your site.
• Submit your sitemap to search engines, such as Google Search Console, only after completing the previous steps.
Note:
• The generation of your sitemap.xml file is limited to production environments. The file isn’t created in sandbox.
• All standard and object pages that require authentication as part of a publicly accessible site aren’t included in the sitemap
file. As a result, they aren’t exposed to search engines for indexing.
SEE ALSO:
231
Set Up and Manage Experience Cloud Sites Control Public Access to Your Experience Builder Sites

Set the public access level to your Experience Builder site, and set page-specific access to your site
EDITIONS
pages.
If you allow public access, your Experience Cloud site pages are accessible to the public, including Available in: Salesforce
unlicensed users. If don’t allow public access, members must log in to access the site. Classic (not available in all
orgs) and Lightning
1. To enable public access in an Experience Builder site, open Experience Builder.
Experience
• From the All Sites page in Setup, click Builder next to the site name.
• From a site, click Experience Builder in the profile menu. Performance, Unlimited,
2. Click Settings.
3. Select Public can access the site.
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
232
You can also set page-level access to specific Experience Builder site pages in Page Properties.
Site Default Setting
Reflects your choice for public access under General Settings.
Public
Makes the page public regardless of the site’s default setting.
Requires Login
Makes the page private and requires members to log in, regardless of the site’s default setting.
How do these settings work with audience criteria-based page visibility in Experience Builder? When a member is trying to access a
page, Salesforce first checks the site’s default setting. Is it public or does it require users to log in? Then Salesforce looks at the page
access. When that’s cleared, Salesforce checks the audience criteria-based visibility that you set in Page Variations.
How does this logic work for standard pages?
233
And what’s the logic behind pages that show object data?
You can also set privacy settings for some components, such as the Tabs and the Navigation Menu components. To make a component
on a public page visible to guest users, select Publicly available in the component’s properties.
Important:
• Regardless of the settings, some pages are always public, and others are always private. Public pages include login-related
pages (Login, Register, Forgot Password, Login Error, Check Password). The Messages page for direct messages is always private.
• If public access is enabled in Experience Builder at the page or site level, the Let guest users view asset files and CMS
content available to the site preference is enabled in Administration > Preferences in Experience Workspaces. This
preference lets guest users view asset files and CMS content available in the site on publicly accessible pages. Asset files include
images associated with topics, recognition badges, site branding, and account branding. The preference remains enabled as
long as the page has public access enabled.
234
IN THIS SECTION:
Experience Builder is a powerful tool for keeping your Experience Builder site secure. Keep these best practices and considerations
in mind when working with access levels.
Experience Builder Sites Search Best Practices and Considerations for Guest Users
When setting up your search pages and components for Experience Builder sites, keep these best practices and considerations in
mind to keep data secure from guest users.
Set Up Web-to-Case for Guest Users in an Experience Builder Site
When you set up Web-to-Case along with a case quick action, guest users can create a case without having to log in.

Experience Builder is a powerful tool for keeping your Experience Builder site secure. Keep these best practices and considerations in
mind when working with access levels.
• Don’t create object pages for objects that aren’t exposed to external users. If you have object pages that aren’t being used, delete
them.
• Use specific object pages when possible. These pages make public URLs more discoverable to your users.
• If you set up object pages for authenticated users, test the pages to ensure that guest users can’t see them.
Experience Builder Sites Search Best Practices and Considerations for Guest Users
When setting up your search pages and components for Experience Builder sites, keep these best practices and considerations in mind
to keep data secure from guest users.
Search Page
• Review page access settings for the search page to ensure that you want the search page accessed by guest users.
• To limit access to the search page, consider creating a search page variation with a guest audience.
Global Search Results Component

The Global Search Results component is the main component on the Search page in any Experience Cloud site. The component allows
admins to select the objects shown in search results.
• Guest users only see results on objects they have access to.
• Actual record access for the guest user isn’t limited to the objects the admin configures in the Global Search Results component.
The guest user can have access to other objects based on org sharing configurations.
• Always check the org’s sharing model (including org-wide defaults and sharing rules) to ensure that the guest user doesn’t have
access to your org’s sensitive data.
Search Box Component

• As with the Global Search Results component, the admin sets up which objects to show in searches. However, record access for the
guest user isn’t limited to the objects the admin configures in the Global Search Box and Global Search for Peer-to-Peer Communities
components. The guest user can have access to other objects based on org sharing configurations.
• Always check the org’s sharing model (including org-wide defaults and sharing rules) to ensure the guest user doesn’t have access
to your org’s sensitive data.
235
Set Up and Manage Experience Cloud Sites Object-Specific Security Best Practices for Guest Users
Search for Experience Cloud Site Users from Your Org’s Global Search
Global search looks for records in the internal org, which has a different network ID than the site. A global search doesn't search insidesites.
Since the User record is associated with a site network ID, global search doesn't return results for that record.
Set Up Web-to-Case for Guest Users in an Experience Builder Site

When you set up Web-to-Case along with a case quick action, guest users can create a case without having to log in.
To let guest users create cases, first create a case page layout for unauthenticated users. This allows you to capture and create basic
information that would already be associated with a registered user.
Tip: Assign case field-level security and guest user actions appropriately so guest users have access to what they need but can’t
see your company private information. We always recommend that you authenticate users who are creating or interacting with
records.
1. From Setup, enter Web-to-Case in the Quick Find box, then select Web-to-Case.
2. Select Enable Web-to-Case.
3. To ensure that guest users can log cases through contact support, from Setup, enter Digital Experiences in the Quick
Find box, then select All Sites.
4. Select Builder next to the site you want to edit.
5. Drag the Create Case Form component on any page.
6. Configure the component properties.
Important: When guest users create cases using Web-to-Case, the case owner field is set as the site guest user. Set up an
assignment rule, trigger, process, or flow to automatically change the record owner to a user or queue within your org. If the site
guest user remains the case owner, anyone who has guest access to your site can see the record in question.
Object-Specific Security Best Practices for Guest Users

After you configure the guest user profile and the site guest user record, keep object-specific best practices in mind for guest user access.
IN THIS SECTION:
Chatter and Discussions Best Practices and Considerations for Guest Users
Turning on Chatter for Experience Cloud sites enables discussions among your users. Keep these best practices and considerations
in mind when you’re setting up Chatter and discussions.
Files Best Practices and Considerations for Guest Users
To view a file on a record, Experience Cloud site users need access to the record, and record file visibility must allow site users. Use
the Customer Access switch on a file’s sharing detail page to allow customers to see individual files on records. Files shared with
users, Chatter groups, and topics follow the same sharing model as the objects that the files are shared on. Files in Libraries can be
exposed to site users, but the user must be added as a member of the library.
236
Chatter and Discussions Best Practices and Considerations for Guest Users
Turning on Chatter for Experience Cloud sites enables discussions among your users. Keep these best practices and considerations in
mind when you’re setting up Chatter and discussions.
General Best Practices

• To assign or remove Chatter-specific permissions to guest users, check System Permissions in the guest user profile.
Groups
• Give only internal and trusted members the ability to create groups. Consider a group creation workflow with an approval process.
• Keep the number of groups to a minimum, and audit your site’s groups on a regular basis.
• Keep groups private whenever possible.
• Consider a process on who can manage groups.
• Make sure that the content in the group detail page meets your site’s content standards.
• Review files that are publicly accessible and associated to groups to make sure that they meet your site’s content standards.
User-Generated Content
• Set up moderation rules for all content created by users.
Topics
• Enforce a minimum access policy for topics.
• Never assign guest users Create Topics or Assign Topics user permissions.
• Carefully choose who can create topics in a site.
• Deselect Suggest topics in new posts in Experience Workspaces > Administration > Preferences.
Enabling API Access to Chatter for Guest Users

The following Lightning and Visualforce pages and components in Experience Cloud sites need access to underlying Chatter capabilities
to load correctly for guest users. Enabling public access through the guest user profile and the API exposes data for guest users through
Connect in Apex. Enabling public access in this way is helpful when you’re building your own site pages from scratch.
• Case
• Featured Feeds
• Feed
• Group
• Group Detail
• Headline
• Record Information Tabs
• Related Articles
• Related Lists
• Reputation
• Search & Post Publisher
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• Topic Detail
To enable access to Chatter functionality, access Experience Workspaces.
1. Select Administration > Preferences.
2. Select Give access to public API requests on Chatter.
3. Click Save.
Files Best Practices and Considerations for Guest Users

To view a file on a record, Experience Cloud site users need access to the record, and record file visibility must allow site users. Use the
Customer Access switch on a file’s sharing detail page to allow customers to see individual files on records. Files shared with users,
Chatter groups, and topics follow the same sharing model as the objects that the files are shared on. Files in Libraries can be exposed
to site users, but the user must be added as a member of the library.
The logic for sharing files with Experience Cloud site users also applies to guest users. If guest users have access to an object, they can
have access to files shared with that object, if the file visibility allows site users.
Use this site preference to give guest users access to files: Give access to public API requests on Chatter.
Note: Guest users can’t delete files, including files that they own.
Note: Guest users can view Notes and Attachments but not the Files Related List.
• Review permissions for who can create content deliveries and public links to make sure that they align with your business needs.
• Review library membership and permissions to make sure that they meet your business needs.
• You can add both users and public groups as members of a Content Library. Public groups pose a risk of extending access beyond
who you want to have access.
– Review who are library administrators. Admins have the power to add more library members.
– Don’t add a public group to a library unless you know who is in the group and the type of members who will be added in the
future.
– Review which library permissions grant the ability to create content deliveries (the Deliver Content permission).
• Add Asset Files to Asset Libraries that do not contain folders, and configure the Asset Library to be visible to guest users.
Note: Only Salesforce CRM content users can access content folders in the Asset Library.
• Make sure that unintended files aren’t public.

– Query ContentAsset to check for the field isVisibleByExternalUsers.
– Query documents to check for the field IsPublic.
– Query StaticResource to check whether the CacheControl field is set to Public.
• Audit file visibility on records.

• Export ContentVersion to get a list of all files in the org. Export ContentDocumentLink to see all the records that the files are shared
with and what the file visibility is for the share to the record.
Note: For each file, you see multiple shares, such as one share to the owner and multiple shares to different records. Some
rows, such as a share to the owner could have the visibility set to AllUsers, but this setting doesn’t grant access to site users.
Only shares to records that have the visibility set to AllUsers mean that site users who have access to that record have access
to its related files.
• Salesforce doesn't remove geolocation information from uploaded images.
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Set Up and Manage Experience Cloud Sites Test Guest User Access in Your Experience Cloud Site
Test Guest User Access in Your Experience Cloud Site

After you’ve implemented the recommended security settings, take your Experience Cloud site on a test drive to see what guest users
see.
Note: Guest user access only applies to sites created with Experience Cloud. Portals created with the legacy Salesforce portals
product don’t have guest user access.
• Access your site using an incognito window to make sure that you’re logged out.
• Browse to each public page to make sure that your guest user has the correct access level.
• Browse to object pages to see what the guest user can see.
• Do a global search in the site for specific records to see a search results page.
• Access the site from a mobile device to see the mobile guest user experience.
• Access direct links to various object detail pages as a guest user to ensure that there’s no access.
• Access [www.domain.com]/[siteprefix]/sitemap.xml to view what is listed in your sitemap to guest users. The
sitemap.xml shows what information is exposed to search engines.

User sharing lets you decide whether all users in an Experience Cloud site are visible to each other.
There are three settings to consider when setting up sharing for external users.
Portal User Visibility: If enabled, portal users in the same customer or partner portal account can see each other, regardless of the
organization-wide defaults.
Site User Visibility: This setting controls whether user sharing is available for authenticated users in your org’s communities. If enabled,
you have the option of selecting See other members of this community, with turns visibility on or off, on a community-by-community
basis.
Guest User Visibility: The Let guest users see other members of this site setting controls whether user sharing is available for
unauthenticated (guest) users in your Experience Cloud sites. You grant guest user visibility on a site-by-site basis by selecting Let guest
users see other members of this site, with turns visibility on or off.
Note: If users have been shared with other users via manual sharing or other sharing rules, they still see one another regardless
of community or portal user visibility settings. Users who have been shared with other users must be members of a site to be
accessible by another member.
Let’s see how Portal User Visibility and Site User Visibility work together in authenticated use cases.
Site User Visibility Portal User Visibility Result

Scenario 1 Disabled Disabled Experience Cloud site users are visible only
to themselves and users higher in the role
hierarchy who are members of the same
site
Scenario 2 Disabled Enabled Experience Cloud site users can see other
Experience Cloud site users in the same
account and the same site
Scenario 3 Enabled Disabled Experience Cloud site users can see all other
Experience Cloud site users (as long as they
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Set Up and Manage Experience Cloud Sites Control Which Users Experience Cloud Site Users Can See
Site User Visibility Portal User Visibility Result

are members of the same site), even if they
don’t belong to the same account
Scenario 4 Enabled Enabled Experience Cloud site users can see all other
Experience Cloud site users that they are
members of, even if they don’t belong to
the same account
Note: If the View All Users permission is selected on a profile, Experience Cloud site users with that profile are able to see all the
users in the org.
IN THIS SECTION:
Control User Visibility in Your Experience Cloud Site
Change your org’s settings to control your Experience Cloud site’s user visibility for authenticated members and guest users.
Site User Visibility Best Practices for Guest Users
Site members and guest users must often see one another in a public setting. Guest user visibility is useful when you implement a
public forum, like a self-service community, or build a public-facing app, like ideas. Keep these guest user visibility practices and
considerations in mind when setting up your public-facing forum or site.
SEE ALSO:

Change your org’s settings to control your Experience Cloud site’s user visibility for authenticated
EDITIONS
members and guest users.
1. From Setup, enter Sharing Settings in the Quick Find box, then select Sharing Available in: Enterprise,
Settings. Performance, Unlimited,
2. Click Edit in the Organization-Wide Defaults area.
3. Enable Portal User Visibilityor Site User Visibility based on your org’s needs.
USER PERMISSIONS
4. Click Save.
To edit sharing settings:
Note: To view record names in lookup fields and system fields, such as Created By and Last
• Manage Sharing
Modified By, select the Require permission to view record Names in lookup fields
checkbox. Then enable the View All Lookup Record Name permission in custom profiles or To set up user visibility in a
specific site:
permission sets for users who must see record names in all lookup and system fields, regardless
of sharing settings.
Experiences
You can manage user visibility and guest user visibility on a site-by-site basis. AND
1. From Setup, enter Digital Experiences in the Quick Find box, then select Digital Is a member of the site
Experiences > All Sites.
2. Click Workspaces for the site you’d like to access.
3. Click Administration > Preferences.
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Set Up and Manage Experience Cloud Sites Which Experience Cloud Template Should I Use?
4. Select the See other members of this site or Let guest users see other members of this site checkboxes based on your site’s
needs.
5. Click Save.
Note: To see user profile photos for other users in your site, select the See other members of this site or Let guest users see
other members of this site checkboxes. User profile photos display in feeds by default.
Site User Visibility Best Practices for Guest Users

Site members and guest users must often see one another in a public setting. Guest user visibility is useful when you implement a public
forum, like a self-service community, or build a public-facing app, like ideas. Keep these guest user visibility practices and considerations
in mind when setting up your public-facing forum or site.
• Protect the identity of your most active users by hiding the Knowledgeable Users and Reputation Leaderboard components using
audience targeting in Experience Builder.
• Never use the View All Users permission to give guest users visibility to other users.
• The Site User Visibility setting in Sharing Settings is org-wide. Never use this setting to grant visibility to other users.
• The Site User Visibility setting doesn’t control guest user visibility. Guest user visibility is done on a community-by-community basis.
• To give user visibility to site users, enable See other members of this site on a site-by-site basis.
• If your community or forum must remain private, don’t use the Site User Visibility setting. This setting shows authenticated users to
guest users. Instead, use sharing rules or sharing sets on the user record to open up user visibility where needed.
• Consider using nicknames to protect the identity of your site’s members.
• Review the user profile page layout, and restrict exposed fields to a minimum.
Which Experience Cloud Template Should I Use?

Experience Cloud templates let you build responsive sites for delivering rich, branded spaces for
EDITIONS
your customers and partners. And with Experience Builder, you can accomplish a lot without coding.
For example, you can edit a template’s components to include information about your site, add Available in: Salesforce
images to extend your branding, and include CMS content. And if you want a more customized Classic (not available in all
experience, you can create custom pages, add components to pages, build custom Lightning orgs) and Lightning
components, and expose more Salesforce objects. Experience
Note: Apart from Salesforce Tabs + Visualforce, all templates are Lightning-based templates Available in: Enterprise,
that you customize in Experience Builder. However, although the Aloha template is Performance, Unlimited,
Lightning-based, it’s used to create an App Launcher, not a site. So when we talk about and Developer Editions
Experience Builder sites and templates, we mean all templates except Aloha and Salesforce
Tabs + Visualforce.
Customer Account Portal
A private and secure place for customers to access and update their account information. Improve customer relationships and
decrease service costs by letting customers work in the portal. Customers can see and pay invoices, update their account information,
and search your knowledge base for answers to their most frequent questions.
Partner Central
A flexible, responsive template designed for channel sales workflows. Recruit, build, and grow your partner network to drive channel
sales and marketing together in a branded online space. Easily configure lead distribution, deal registration, and marketing campaigns.
Share training materials and sales collateral in a central space, and use reports to track your pipeline.
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Set Up and Manage Experience Cloud Sites Which Experience Cloud Template Should I Use?
Customer Service
A powerful, responsive self-service template with multiple prebuilt theme options. The Customer Service template lets users post
questions to the community, search for and view articles, collaborate, and contact support agents by creating cases. Supports
Knowledge, Chatter Questions, and cases.
Help Center
A public-access, self-service community that exposes the articles that you make available from your knowledge base. You reduce
the load on your customer support team, and your users get the satisfaction of finding their own solutions.
Build Your Own (Aura)
Provides the basic pages that every Experience Builder site needs: Home, Create Record, Error, Record Detail, Record List, Related
Record List, Search, Check Password, Forgot Password, Login, Login Error, and Register. Add more pages and components as needed
for the experience you’re building. To refine the look of your site, customize your branding and themes.
Build Your Own (LWR)
Powered by the new Lightning Web Runtime (LWR) platform, this customizable template delivers unparalleled page performance
and improves developer productivity. Quickly build pixel-perfect pages and develop Lightning web components and themes to
match your unique brand.
Suitable for developers, consulting partners, and ISVs who are familiar with developing custom Lightning web components, and
working with Salesforce DX, User Interface API, and Apex. See the LWR Sites for Experience Cloud guide.
Aloha
A configurable App Launcher template that lets users quickly find applications and access them using single sign-on authentication,
including social logins.
Standard Salesforce structure and tabs that you can customize using Visualforce. Requires developer experience and advanced setup
skills. Allows full platform access with a flexible configuration and supports most standard objects, custom objects, and the Salesforce
mobile app.
Salesforce Tabs + Visualforce isn’t a Lightning-based template and therefore doesn’t work with Experience Builder.
Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates. Salesforce still
supports existing Experience Builder sites that were built using Koa and Kokua. To create a site based on Koa or Kokua, contact
Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to replace your existing Koa and
Kokua sites. The latest Experience Builder templates provide richer support for Knowledge and case management.
IN THIS SECTION:
The Customer Account Portal Template
The Customer Account Portal template improves customer relationships and decreases service costs. The template provides features
that make it easy for customers to see and pay invoices, update their account information, and search your knowledge base for
answers.
The Partner Central Template
Partner Central is designed to support partner relationship management workflows: channel sales, channel marketing, lead distribution,
deal registration, and partner recruitment and onboarding. Plus, Partner Central also includes functionality to map reports and
dashboards for monitoring your pipeline.
The Customer Service Template
The Customer Service template provides a rich, self-service experience for your customers, where they can get answers to their
questions at any time, on any device. With integrated knowledge articles and case management, customers can search for and view
articles, post questions, or contact a support agent.
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Set Up and Manage Experience Cloud Sites The Customer Account Portal Template
The Build Your Own Template (Aura)

The Build Your Own template provides the basic pages every Experience Builder site needs: Home, Create Record, Error, Record
Detail, Record List, Related Record List, Search, Check Password, Forgot Password, Login, Login Error, and Register. And you can easily
add more pages and components as needed for the experience you’re building. Customize your branding and themes to refine the
look of your site.
The Build Your Own Template (LWR)
Use the Build Your Own (LWR) template for Experience Cloud to create blazing-fast digital experiences, such as websites, microsites,
and portals, using the Lightning Web Components programming model. Powered by Lightning Web Runtime (LWR), this customizable
template delivers unparalleled site performance.
The Microsite Template
The Microsite template is the foundation for your small, special-purpose websites. Microsites are often used by companies that
already have a full site but want a dedicated space for a single communication or conversion goal. Microsites work well to host an
idea or product that requires more content than a single landing page. Built on the Lightning Web Runtime (LWR) platform, the
template includes responsive layout and content components that you can use to quickly spin up a landing page, event site, or
other web experience. Capture visitor information and send it directly to the Lead object with the Lead Form component.
Objects Supported by Out-of-the-Box Components and Pages in Experience Builder Templates
Check out the list of all the objects supported by out-of-the-box components and pages in Experience Builder templates.
Customer Service Experience Builder Template Setup Checklist
Building an Experience Cloud site is the result of research, mapping of goals, and defining your audience. At the same time, you
must have all your ducks in a row so the actual implementation process is seamless. You know your org best, but use this general
checklist to help you organize what you need for a community using the Customer Service template.
Migrate a Koa or Kokua Site to a New Template
The Koa and Kokua templates are in phased retirement, and you can no longer use them to create site. Salesforce supports existing
sites built with Koa and Kokua, but we recommend migrating to newer templates. The new templates provide richer support for
Salesforce Knowledge and case management, and they also receive updates and new features with each release.
Which Components Can I Use with Each Aura Template?
Aura site templates, such as Customer Service and Partner Central, are each composed of pages, which in turn are made up of
customizable components. Consult this table to find out which Aura template each component can be used in, and when the
component became available.
SEE ALSO:
The Customer Account Portal Template

The Customer Account Portal template improves customer relationships and decreases service costs. The template provides features
that make it easy for customers to see and pay invoices, update their account information, and search your knowledge base for answers.
Included Features
• Experience Builder pages and components
• Tile menu, for a visual navigation experience
• Global search with a customizable list of searchable objects
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Set Up and Manage Experience Cloud Sites The Customer Account Portal Template
• Dashboards and reports

• Customizable branding and design
• Rich, responsive look and feel across multiple devices
Advanced Features That You Can Configure

• Audience targeting—Deliver custom content to partners by geography, tier, or other criteria.
• Lightning components—Check out the full list of compatible Lightning components that you can use to build out your site.
Included Pages
The Customer Account Portal includes the following pages.
• Home
• Account Management
• Article Detail
• Contact Us
• Create Record
• Dashboard
• Error
• Feed Detail
• File
• Flow
• Generic record pages
• Login
• Messages
• My Account
• Question Detail
• Quip Docs Related List
• Report
• Report Builder
• Resources
• Search
• Top Articles
• Topic Catalog
• Topic Detail
• User
• User Settings
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Set Up and Manage Experience Cloud Sites The Partner Central Template
The Partner Central Template

Partner Central is designed to support partner relationship management workflows: channel sales, channel marketing, lead distribution,
deal registration, and partner recruitment and onboarding. Plus, Partner Central also includes functionality to map reports and dashboards
for monitoring your pipeline.
What You Get Out-of-the-Box

• Guided setup
• The Lead Inbox component to pass leads to partners
• Customizable Quick Create action menu that you can configure for deal registration
• Customizable navigation menu with preconfigured list views for leads, deals, and campaigns
• Collaboration features such as groups, feeds, topics
Advanced Features You Can Configure for Partner Central

• Audience-targeting: Deliver custom content to partners by geography, tier, or other criteria.
• Analytics: Configure Analytics reports for your site.
• Google Analytics™: Track site activity with Google Analytics.
• Lightning Components: Check out the full list of compatible Lightning components you can use to build out your site.
Partner Central in Action

Partner Central in Experience Workspaces
245
Partner Central Home Page

The Partner Central Home page includes lead inbox, global search, navigation menu, Quick Create menu, compact list views for deals
and tasks, and reports and dashboards.
246
Leads List View
Lead Inbox and Lead Detail
Resources Page—Share Files and Libraries with Partners
247
Set Up and Manage Experience Cloud Sites The Customer Service Template
The Customer Service Template

The Customer Service template provides a rich, self-service experience for your customers, where they can get answers to their questions
at any time, on any device. With integrated knowledge articles and case management, customers can search for and view articles, post
questions, or contact a support agent.

• Self-resolution of cases through knowledge and case creation
• Collaboration features such as groups, feeds, topics
• Moderation rules to weed out trolls and bots
• Recommendations
• Customizable branding, design, and navigation

• Prebuilt and custom components: Check out the full list of compatible components you can use to build out your site.
Customer Support in Action

Customer Service Home Page
248
The Customer Service Home page includes featured topics and feeds, a leaderboard, recommendations, trending articles and topics,
and support options. In addition, every page in the Customer Service template includes the template header, which provides global
search, a profile menu, and navigation.
Customers Can Find the Help They Need

The Customer Service template adds discussions and suggested articles to your support community. When customers type a question
in the search text box, the results include articles and similar questions that are based on matches with the typed text. If the answer isn’t
in the results, they can get help by asking a question in the community. Experts discuss the issue and provide a solution. And if they
decide to contact customer support, they’re shown a list of suggested articles based on keywords from the case subject and description.
So there’s an excellent chance they can find an answer without needing to create a support case.
Both guest users and logged-in users can access articles, search and view discussions, and contact agents through official support
channels. When they log in to the site, they’re also able to ask questions and participate in discussions in the feed. Members can answer
questions in the community, just like commenting on a post in Chatter. And when a best answer is found, it’s prominently displayed in
the feed, allowing other users to quickly and easily find the answer.
Enhanced Profile and Navigation Experience
The Customer Service template has an enhanced profile and navigation experience for logged-in users. From the profile menu, users
can quickly access their profile details, Chatter feed and list of cases, and contact customer support. Users with permissions to create or
manage the site can also access management and setup pages directly from the profile menu. Users can edit their contact information
and profile photo directly from their profile details. They can view statistics, such as how many posts and comments they’ve made and
249
how many people they’re following and are following them. User profiles also show user nicknames and reputation levels if they’re
enabled in the site.
Improved Organization with Topics
Topics help you structure a site to quickly guide members to the information that matters most. Choose navigational topics to provide
an easy way for customers to explore, and featured topics to highlight current conversations and issues. Trending topics and related
topics let members find active discussions and popular content. Member-created topics, meanwhile, let users organize information for
each other, creating a personalized experience that boosts engagement. When setting up a site, you associate topics with existing data
categories, so your articles appear in the appropriate topics.
Note: While the Customer Service template uses topics to display articles and questions, Knowledge articles are associated with
data categories when they’re created. To ensure that articles appear in the site, set data category visibility at the profile level for
each category you associate with a topic. For instructions on setting default data category visibility, see Modify Default Data
Category Visibility.
Included Pages
The Customer Service template includes the following pages.
• Home
• Article Detail
• Case
• Contact Support
• Create Record
• Dashboard
• Error
• Feed Detail
• File
• Flow
• Generic
• Group
• Login
• Messages
• My Account
• Question Detail
• Quip Doc Related List
• Report
• Report Builder
• Search
• Stream
• Top Articles
• Topic Catalog
• Topic Detail
• User Settings
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Set Up and Manage Experience Cloud Sites The Build Your Own Template (Aura)
• User
The Build Your Own Template (Aura)

The Build Your Own template provides the basic pages every Experience Builder site needs: Home, Create Record, Error, Record Detail,
Record List, Related Record List, Search, Check Password, Forgot Password, Login, Login Error, and Register. And you can easily add more
pages and components as needed for the experience you’re building. Customize your branding and themes to refine the look of your
site.


• Prebuilt and custom Lightning components: Check out the full list of compatible Lightning components you can use to build out
your site.
Add Pages and Components

To view all components in the Components panel, select Settings > Advanced and click Show All Components in the Components
Panel area. Some page functions require that you create a page in builder.
SEE ALSO:
Create Custom Pages with Experience Builder
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Set Up and Manage Experience Cloud Sites The Build Your Own Template (LWR)
The Build Your Own Template (LWR)

Use the Build Your Own (LWR) template for Experience Cloud to create blazing-fast digital experiences, such as websites, microsites,
and portals, using the Lightning Web Components programming model. Powered by Lightning Web Runtime (LWR), this customizable
template delivers unparalleled site performance.
Lightning Web Components uses core web components standards and provides only what’s necessary to perform well in browsers
supported by Salesforce. Because the components are built on code that runs natively in browsers, they’re lightweight and efficient.
The template’s performance features, such as publish-time freezing and HTTP caching, help you build richer experiences to target B2B
and B2C markets.
IN THIS SECTION:
Standard Components for Use in the Build Your Own (LWR) Template
Standard components are built by Salesforce. Several are available when building sites with the Build Your Own (LWR) template,
which is powered by Lightning Web Runtime.
Dynamically Add Content to Your LWR Sites with Data Binding
By using data binding, you can select content to dynamically populate your LWR sites. You can create content that matches your
branding and messaging, save it in your Salesforce CMS, and then use the content on any Lightning Web Runtime (LWR) site. You
can also nest components within one another. The nested component inherits content from the parent component.
Bind Data to CMS and CRM Record Detail Pages
Data-bound components used on CMS and CRM record detail pages can automatically populate with content saved in Salesforce
CMS and records. Map fields in the component property editor to fields in CMS and records.
Standard Components for Use in the Build Your Own (LWR) Template
Standard components are built by Salesforce. Several are available when building sites with the
EDITIONS
Build Your Own (LWR) template, which is powered by Lightning Web Runtime.

HTML Editor Performance, Unlimited,
Use the HTML Editor component to create and edit custom content in HTML. In organizations with and Developer Editions
at least one active community license, this component can use data binding to dynamically populate You must have at least one
content from Salesforce CMS and other data sources on record and CMS detail pages. active community license in
your org to use this feature.
Rich Content Editor
Use the Rich Content Editor component to add formatted custom text to your site pages, along with images and videos. In orgs with at
least one active community license, this component can use data binding to dynamically populate content from Salesforce CMS and
other data sources on record and CMS detail pages.
Note: Branding changes that you make using the Themes tab and branding design tokens don’t apply to the Rich Content Editor
component.
Tile Menu
Use the Tile Menu Lightning Web component in Experience Builder to add an intuitive and visually stunning navigation experience to
your site.
Orgs that have at least one active community license also have the following components.
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Banner
Create a banner layout on your site using images, text, and buttons. Use data binding in this component to dynamically populate content
from Salesforce CMS and other data sources.
Button
Use buttons as calls to action, linking to external pages or pages in your site. Nest the Button component inside other components, such
as Banner and Tile, to add calls to action in any region of the page.
Horizontal Line
Add a horizontal line to visually separate elements on the page. Choose the line’s weight, width, and style.
Image
Use the image component to add images to your page. Add the image URL and alt text for screen readers. This component can dynamically
populate content from Salesforce CMS and other data sources when used on CMS or record detail pages.
Text Block
Add text to the page. Text formatting, such as heading tags and font sizes, are inherited from the overall branding settings of the site.
Tile
Create a tile layout on your site using images, text, and buttons. Use data binding in this component to dynamically populate content
from Salesforce CMS and other data sources.
Video
Use the Video component to add images to your page. Add the video embed URL and settings, such as aspect ratio, width, and horizontal
alignment. Use data binding in this component to dynamically populate content from Salesforce CMS and other data sources.
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Dynamically Add Content to Your LWR Sites with Data Binding

By using data binding, you can select content to dynamically populate your LWR sites. You can
EDITIONS
create content that matches your branding and messaging, save it in your Salesforce CMS, and then
use the content on any Lightning Web Runtime (LWR) site. You can also nest components within
one another. The nested component inherits content from the parent component. Available in: Enterprise,
Note: Although the Text Block, HTML Editor, Image, Video, and Button components don’t and Developer Editions
support direct data binding on the Home page, they’re data-bound when you use them on
detail pages. Moreover, you can nest them in other data-bound components. On detail pages You must have at least one
and as nested components, they inherit content from the data-bound component in which active community license in
they’re nested.
1. Drag a component that supports data binding on the Home page.
USER PERMISSIONS
2. Click Select Content in the Banner or Tile components.
Cloud site:
Experiences
OR
AND an experience
3. Select the content that you want (1) and save (2).
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4. Map the fields in the component to the ones from the data source.
5. Adjust settings as needed.
Bind Data to CMS and CRM Record Detail Pages

Data-bound components used on CMS and CRM record detail pages can automatically populate
EDITIONS
with content saved in Salesforce CMS and records. Map fields in the component property editor to
fields in CMS and records.
1. Drag a component that supports data binding on a detail page (such as Record Detail or News
Detail). In the property panel, note that you already have content inherited from the detail
pages saved in Salesforce (1).
You must have at least one
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
2. Map the fields in the property panel to fields in the record or CMS detail (2). You can bind data admin, publisher, or
from any field on the detail page, including custom fields. The content then populates builder in that site
automatically in the component.
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Set Up and Manage Experience Cloud Sites The Microsite Template
1. If you want to use a component on a detail page but not bind content, click the chain link icon next to the data source (3) to unlink
the content. Paste in a valid URL in the field instead to link to static content.
3. Adjust settings as needed.
The Microsite Template

The Microsite template is the foundation for your small, special-purpose websites. Microsites are often used by companies that already
have a full site but want a dedicated space for a single communication or conversion goal. Microsites work well to host an idea or product
that requires more content than a single landing page. Built on the Lightning Web Runtime (LWR) platform, the template includes
responsive layout and content components that you can use to quickly spin up a landing page, event site, or other web experience.
Capture visitor information and send it directly to the Lead object with the Lead Form component.
Included Features
• Experience Builder example design and components
• Ability to route lead information directly to the Leads object
• Access to the LWR framework
• Direct connection to Salesforce CMS to pull in CMS content

• Pre-built and custom components. Check out the full list of compatible components you can use to build out your LWR site at
Standard Components for Use in the Build Your Own (LWR) Template on page 252.
• A quick start repository with sample component code. Use the example code to create and customize your own components. To
access the repository, see Experience Cloud Microsite Samples.
Microsite Use Case

When your company is hosting an event, you need a place to keep all your event information that doesn’t necessarily live with your
other content. Enter microsites. Publish your page with all the event information, pull in logos and other content that you created in
CMS, and archive the page when the event is over.
When you want to promote a specific product or opportunity, consider using a microsite to host your content. You can choose to
associate the URL with your full company website, or create a new, dedicated domain.
Included Components
The Microsite template includes these components.
• Lead Form
• Header
• Banner
• Tile
• Image
• Video
• Text
• Button
256
• Horizontal Line
• Tile Menu
• Rich Text Editor
• HTML Editor
IN THIS SECTION:
Create Special Purpose Websites with Microsites
Microsites are useful for everything from event pages to lightweight websites. Using the Microsite template, you can create a site
with built-in navigation and layout components that are responsive and easy to customize.
Create Special Purpose Websites with Microsites

Microsites are useful for everything from event pages to lightweight websites. Using the Microsite
EDITIONS
template, you can create a site with built-in navigation and layout components that are responsive
and easy to customize. Available in: Enterprise,
Before You Begin and Developer Editions.
Microsites are high-performance websites often designed for specific opportunities and singular
use cases. Before you start designing your microsite, we recommend that you keep these things in mind.
• The Microsite template offers limited support for standard components. For a list of supported components, see Which Components
Can I Use with Each Aura Template? on page 269
• To achieve the best possible performance at scale, we recommend serving microsites from a content delivery network (CDN). For
more information about the Experience Cloud CDN, see Experience Cloud Content Delivery Networks (CDN) Overview on page 598.
IN THIS SECTION:
Create a Microsite
Create your microsite using the Microsite template and customize the existing components to fit your company needs. Microsites
run on the Lightning Web Runtime (LWR) platform so you can create beautiful, efficient websites.
Configure Microsite Layout and Create Navigation
The Header component, included with the Microsite template, includes theme settings and built-in navigation.
Send Visitor Information to the Salesforce Lead Object
Use the Lead Form component in the Microsite template to capture visitor information in your site and create a new Lead record in
Salesforce.
Capture Visitor Information with the Lead Form Component
After you finish setting up your Guest User profile and configuring the correct object access, navigate to Experience Builder to
configure the Lead Form component.
257
Create a Microsite
Create your microsite using the Microsite template and customize the existing components to fit
EDITIONS
your company needs. Microsites run on the Lightning Web Runtime (LWR) platform so you can
create beautiful, efficient websites. Available in: Enterprise,
1. From Setup, in the Quick Find box, enter Experiences, and then under Digital Experiences, Performance, Unlimited,
select All Sites. and Developer Editions.
Note: If you’re just getting started with Experience Cloud and you’ve never created a
site, see Set Up an Experience Cloud Site. USER PERMISSIONS
2. Select New. To create an Experience

Cloud site:
3. Choose the Microsite template and click Get Started. • Create and Set Up
4. Name your microsite and provide a URL. Experiences AND View
Note: You can associate the URL with your primary website URL, or create an entirely To customize an Experience
separate URL. Cloud site:
5. Choose whether you want Unauthenticated or Authenticated access. • Be a member of the site
Note: To use the Lead Form component to capture leads and store them in Salesforce Experiences
as Lead records, guest users must have access to your site. If you plan on using this OR
functionality, we suggest that you choose the unauthenticated access option. For more
information on giving guest users access to your site, see Give Secure Access to
AND an experience
Unauthenticated Users with the Guest User Profile. admin, publisher, or
6. Click Create.
Cloud site:
Experiences
OR
AND an experience
that site
258
Configure Microsite Layout and Create Navigation

The Header component, included with the Microsite template, includes theme settings and built-in
EDITIONS
navigation.
1. To customize the header, select the Theme menu. Available in: Enterprise,
2. Select Theme Settings.
and Developer Editions.
Show fixed header displays the Fixed Header component, which remains fixed at the top of
the screen when your users scroll. You can also choose to fix the primary header by selecting
Fix theme header, which gives your users access to the menu and navigation as they scroll. USER PERMISSIONS
3. Choose which headers to show and then select the component to configure the display. To customize an Experience
Cloud site:
4. To add navigation to the Header component, select the Settings menu.
5. Choose Navigation and select Add Navigation Menu. AND Create and Set Up
6. From the Menu Editor dialog you can create menu items and choose where to link to. Drag Experiences
and drop your items and choose how to display them by selecting the Header component. OR
SEE ALSO: AND an experience
Developer Documentation: Create Components for LWR Sites
Developer Documentation: Create Custom Layout Components
Cloud site:
Experiences
OR
AND an experience
that site
259
Send Visitor Information to the Salesforce Lead Object

Use the Lead Form component in the Microsite template to capture visitor information in your site
EDITIONS
and create a new Lead record in Salesforce.
1. To allow your site to access the proper access to the Leads object, navigate to Workspaces and Available in: Enterprise,
select the Administration tile. Performance, Unlimited,
2. Select Preferences.
3. Under General, select Allow guest users to access public APIs and click Save.
USER PERMISSIONS
4. Navigate back to Experience Builder and select Settings.
5. Under Guest User Profile, select the link with your site name. To customize an Experience
Cloud site:
6. From the example profile, select Edit.
7. Under Standard Object Permissions, select Read and Create next to the Leads object. AND Create and Set Up
Experiences
8. Click Save.
OR
9. Under Field Level Security, select a field and allow access to the fields you intend to capture.
10. Save your work. AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
260
Set Up and Manage Experience Cloud Sites Objects Supported by Out-of-the-Box Components and Pages
in Experience Builder Templates
Capture Visitor Information with the Lead Form Component

After you finish setting up your Guest User profile and configuring the correct object access, navigate
EDITIONS
to Experience Builder to configure the Lead Form component.
1. From your Experience Builder canvas, select the Lead Form component. Available in: Enterprise,
2. Decide which fields you want displayed on your form.
Note: There are several required fields on the Lead object, including Last Name and
Company. If you don’t want to display these fields on your form, uncheck Show field
USER PERMISSIONS
and enter a default value.
3. Choose to display standard fields, like Last Name, and add other Lead fields using the Custom Cloud site:
Field sections.
4. To gather information from the form without displaying the field, use a custom field and under AND Create and Set Up
Select an Input Type, choose Hidden. Experiences
OR
Note: We strongly recommend that you avoid collecting and storing sensitive information
in a hidden field. It’s possible for users to intercept and potentially change field information • Be a member of the site
during data transfer. AND an experience
Limitations and Behavior builder in that site
• The Show Field option determines whether a field displays on, and collects information from, To publish an Experience
the form. In contrast, hidden fields allow you to hide a field but still capture data. If you select Cloud site:
Hidden, the form ignores Show field and hides the field. • Be a member of the site
• Hidden fields capture the default value, unless you map to a standard field that exists on the AND Create and Set Up
form, such as Email. If you map to an existing field with a hidden field and another standard Experiences
field, the visitor entered data is collected and the default value is ignored. OR
• If multiple custom fields map to the same field on the Lead object, the last field collected is the • Be a member of the site
field that is stored in the record. To avoid confusion, we recommend mapping each custom AND an experience
field to a unique field on the Lead object. admin or publisher in
that site
• Certain default values require specific formatting. If you plan to map a custom field to a date,
dateTime, multiple picklists, or reference field, use these formatting instructions.
– Date: 2020-09-07
– DateTime: 2020-09-07T00:00:00Z
– MultiplePicklist: A;B;C
– Reference: Valid ID
Objects Supported by Out-of-the-Box Components and Pages in Experience

Builder Templates
Check out the list of all the objects supported by out-of-the-box components and pages in Experience Builder templates.
When we talk about supported objects in templates, we mean that you can use our out-of-the-box components on the object pages,
as detailed here.
API names are indicated in parentheses.
261
• Headline • Navigation Menu • Create Record Button

• Record Banner • Object Home Page • Create Record Form
• Record Detail
• Record Information
Tabs
• Related Records
Account (Account)
Activity History (ActivityHistory)
Address (Address)
Approval History
(ProcessInstanceHistory)
Approval Process Work Item

(ProcessInstanceWorkItem)
Approval Step
(ProcessInstanceStep)
Asset (Asset)
Asset Relationship (Asset

Relationship)
Assigned Resource
(AssignedResource)
Associated Location
(AssociatedLocation)
Calendar (Calendar)
Campaign (Campaign)
Campaign Member
(CampaignMember)
Case (Case)
Channel Program
(ChannelProgram)
Channel Program Level

(ChannelProgramLevel)
Channel Program Member

(ChannelProgramMember)
Contact (Contact)
Contract (Contract)
Custom Objects
262

• Record Detail
Tabs
• Related Records
Dashboard (Dashboard)
Email Message (EmailMessage)
Event (Event)
External Objects
Group (CollaborationGroup)
Lead (Lead)
List Email (ListEmail)
Location (Location)
Maintenance Asset
(MaintenanceAsset)
Maintenance Plan
(MaintenancePlan)
Note (Note and

NoteAndAttachment)
Open Activity (OpenActivity)
Operating Hours
(OperatingHours)
Opportunity (Opportunity)
Opportunity Contact Role

(OpportunityContactRole)
Opportunity Product
(OpportunityLineItem)
Opportunity Team Member

(OpportunityTeamMember)
Order (Order)
Partner Fund Allocation

(PartnerFundAllocation)
Partner Fund Claim

(PartnerFundClaim)
263

• Record Detail
Tabs
• Related Records
Partner Fund Request

(PartnerFundRequest)
Partner Marketing Budget

(PartnerMarketingBudget)
Price Book (Pricebook2)
Price Book Entry

(PricebookEntry)
Product (Product2)
Product Consumed
(ProductConsumed)
Product Item (ProductItem)
Product Item Transaction

(ProductItemTransaction)
Product Request
(ProductRequest)
Product Request Line Item

(ProductRequestLineItem)
Product Required
(ProductRequired)
Product Transfer
(ProductTransfer)
Quote (Quote)
Quote Line Item

(QuoteLineItem)
Report (Report)
Resource Absence
(ResourceAbsence)
Resource Preference
(ResourcePreference)
Return Order (ReturnOrder)
264

• Record Detail
Tabs
• Related Records
Return Order Line Item

(ReturnOrderLineItem)
Service Appointment
(ServiceAppointments)
Service Contract
(ServiceContract)
Service Contract Line Item

(ServiceContractLineItem)
Service Crew (ServiceCrew)
Service Crew Member

(ServiceCrewMember)
Service Report (ServiceReport)
Service Resource
(ServiceResource)
Service Resource Capacity

(ServiceResourceCapacity)
Service Resource Skill

(ServiceResourceSkill)
Service Territory
(ServiceTerritory)
Service Territory Location

(ServiceTerritoryLocation)
Service Territory Member

(ServiceTerritoryMember)
Shipment (Shipment)
Skill Requirement
(SkillRequirement)
Shared Contacts
(AccountContactRelationship)
Task (Task)
Time Sheet (TimeSheet)
265
Set Up and Manage Experience Cloud Sites Customer Service Experience Builder Template Setup Checklist

• Record Detail
Tabs
• Related Records
Time Sheet Entry

(TimeSheetEntry)
Time Slot (TimeSlot)
User (User)
Work Order (WorkOrder)
Work Order Line Item

(WorkOrderLineItem)
Work Type (WorkType)
Note: To be searchable in Experience Cloud sites, objects must be searchable in Lightning Experience and supported in templates.
Customer Service Experience Builder Template Setup Checklist

Building an Experience Cloud site is the result of research, mapping of goals, and defining your
EDITIONS
audience. At the same time, you must have all your ducks in a row so the actual implementation
process is seamless. You know your org best, but use this general checklist to help you organize Available in: Salesforce
what you need for a community using the Customer Service template. Classic (not available in all
Have you considered everything on these lists? orgs) and Lightning
Experience
Before You Begin: Available in: Enterprise,

Gather your branding assets: and Developer Editions
High-resolution image of your company logo
Color scheme (or an image to upload to automatically generate one)
Image to use as a header
Thumbnail images (385x385 pixels), if you’re using Featured Topics
In your internal Salesforce org:
Enable Digital Experiences. Choose a unique URL that works for your business, because you can’t change it after it’s been set.
Set up email templates for any communication between the community and its members (welcome email, resetting password
email, and so on).
Enable any Service Cloud features you plan to use in the community, such as Salesforce Knowledge and Embedded Chat.
Review profiles and add permission sets as needed.
266
Set Up and Manage Experience Cloud Sites Migrate a Koa or Kokua Site to a New Template
Set up Web-to-Case.
If you’re using Salesforce Knowledge:
Review your data categories.
Enable feed tracking for your Knowledge article types.
As You’re Making Your Site:

In your internal Salesforce org:
Add members.
Configure the Guest User Profile (access using Experience Builder):
Give read and create permissions for the case object.
If using Salesforce Knowledge, give guests access to your data categories.
In Experience Workspaces:
Set up navigational topics and subtopics, and associate articles to each topic.
Set up featured topics and associated images.
Download the latest Salesforce Communities Management from the AppExchange.
Set up moderation criteria and rules.
Enable and set up reputation.
In Experience Builder:
Customize your community to match your company’s branding.
Add standard and custom Lightning components to customize their design and content.
After Making Your Site

Set up an internal Chatter group for feedback, and invite people to take a test drive while the site is still in preview mode.
Incorporate their feedback, and then publish your site.
Seed the site with some initial content: welcome posts, groups, and relevant or fun articles.
Migrate a Koa or Kokua Site to a New Template

The Koa and Kokua templates are in phased retirement, and you can no longer use them to create site. Salesforce supports existing sites
built with Koa and Kokua, but we recommend migrating to newer templates. The new templates provide richer support for Salesforce
Knowledge and case management, and they also receive updates and new features with each release.
Migration Options
Because your Koa and Kokua sites aren't using the latest Lightning technology, we recommend creating a new site. A new site reflects
the most recent innovations and features.
You can choose to migrate your site using the Change Template button from Workspaces > Administration. If you do, the migrated
version won’t reflect all the innovations made to the product.
267
Set Up and Manage Experience Cloud Sites Migrate a Koa or Kokua Site to a New Template
To determine which template is right for your use case, check out Which Experience Cloud Template Should I Use?. Also think about
what you envision for the future. If your use case is strictly a help forum, consider using the Help Center template. Otherwise, consider
the Customer Account Portal as an option.
Note: Always test your implementation first in a sandbox before publishing your new site. See Deploy an Experience Cloud Site
from Sandbox to Production.
Your Koa or Kokua site allows you to expose your Salesforce Knowledge implementation to the world while giving users the chance to
file cases. The Customer Service template lets you do both. But it also lets you do other things, such as add Chat capabilities or the
potential for customers to edit their cases. If the Customer Service template’s extra features are more than you need, you can remove
unnecessary pages and components.
Filtering in Searches
Koa and Kokua searches allow users to filter by article type and category. These filtering options are only available in the Koa and Kokua
templates. However, you can scope searches to specific topics and see all articles associated with that topic. You can also look for search
components created by trusted Salesforce partners and distributed via AppExchange.
Data Categories Versus Topics
Your Koa or Koa site uses your Salesforce Knowledge setup and data categories to organize content. The Customer Service template
also uses Salesforce Knowledge in the back end to organize content, but in the site, content is organized using topics. You can map the
articles in your data categories to topics in a site.
To map articles to topics automatically:
1. Select Experience Workspaces > Content Targeting > Automatic Topic Assignment.
2. Enable Automatic Topic Assignment.
3. Map topics to data category groups and data categories. You can choose to add the topics to all existing articles and articles added
in the future.
Because data categories aren’t the primary content organization scheme in the Customer Service template, you can’t use the following
components.
• Article Type Filter
• Category Filter
• Category Navigation
• Expanded Category Navigation
• Featured Data Categories
• Featured Search
• Trending Articles
You can map your exact hierarchy from data categories to topics, up to eight levels of depth.
Data Category Permissions
Thoroughly check the data category permissions for all profiles accessing your newly built site. If you add new profiles and users to your
site, check that all the articles’ data categories are set to the right permissions for your users. In particular, check the permission on the
guest user profile for each site.
Viewing Articles
The Article Listview and Article Home components are only supported in the Koa and Kokua templates. Use the Top Articles by Topic
component for a list view in a Customer Service community. When you click a topic in the Top Articles by Topic component, you see
the topic detail page with a list of articles for that topic.
Left-Hand Navigation
268
Set Up and Manage Experience Cloud Sites Which Components Can I Use with Each Aura Template?
Use custom themes to replicate the left-hand navigation scheme seen in the Koa and Kokua templates.
New URL
Your new site’s URL is different from your old Koa or Kokua URL. Give your customers a smooth transition from one to the next by
following these steps.
1. In your Koa or Kokua site, select Workspaces > Administration.
2. Click the pencil button, and change the site’s URL.
3. Click Save.
4. In your new site, select Workspaces > Administration.
5. Click the pencil button, and change the community’s URL so that it matches your old URL.
6. To handle bookmarked articles, consider rewriting your site URLs.
Important: Change the URL only after testing that your new site works just as you want it to.

Aura site templates, such as Customer Service and Partner Central, are each composed of pages, which in turn are made up of customizable
components. Consult this table to find out which Aura template each component can be used in, and when the component became
available.
Tip: The components panel in Experience Builder lists all components that you can add to the page you’re editing.
Sites built with Salesforce Tabs + Visualforce don’t use Lightning components.
.
Component Customer Partner Customer Help Center Build Your Available in

Service and Central Account Portal Own (Aura) Versions
Lightning Bolt
Solutions
Account Brand Summer ’19 and
Details later
Activities
Announcement Winter ’16 and

Section later
Article Content All versions
Articles with This

Topic
Ask Button All versions
269

Lightning Bolt
Solutions
Breadcrumb All versions
Calendar
Campaign All versions

Marketplace
Case Before Summer

Attachments ’171
Case Banner Before Summer

’171
Case Comments Before Summer

’171
Case Comments All versions

Publisher
Case Deflection Spring ’18 and

later
Case Detail Before Summer

’171
Case Feed From Summer ’15

until Summer ’171
Case Feed From Summer ’15

Publisher until Summer ’171
Case List Before Summer

’171
CMS Collection Winter ‘19 and

later
CMS Connect All versions

(HTML)
CMS Connect All versions

(JSON)
CMS Single Item Winter ‘19 and

on page 310 later
1
This component is scheduled for retirement in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new sites can’t
use this component. Sites already using the component can still use it, but if you delete the component or the page containing
it, you can't use it again. Instead, use one of the generic record components and associate it with the case object.
270

Lightning Bolt
Solutions
CMS Single Item Winter ‘19 and
(Detail) on page later
311
Calendar All versions
Contact Request Spring ’19 and

Button & Flow later
Contact Support All versions

Button
Contact Support Winter ’16 and

& Ask Buttons2 later
Contact Support Spring ’18 and

Form later
Create Case Form All versions
Create Record Winter ’16 and

Button later
Create Record Winter ’16 and

Form later
Custom Lightning Winter ’16 and

Components later
Customizable Summer ’19 and

User Settings later
Dashboard Winter ’16 and

later
Dashboard List Winter ’16 and

later
Deflection * † † † * * Spring ’19 and

Tracking later
† Summer ’19 and
later
Tableau CRM Summer ’17 and

Dashboard later
Einstein Winter ’20 and

Predictions later
2
Contact Support is included as part of the Contact Support & Ask Buttons component.
271

Lightning Bolt
Solutions
Engagement Winter ’17 and
later
Featured Topics Winter ’16 and

later
Featured Topics & All versions

Feeds
Feed Winter ’16 and

later
Feed Compact Winter ’16 and

later
Feed History Winter ’17 and

later
Feed Post & Summer ’15 and

Comments later
Feed Publisher Winter ’16 and

later
Files List Winter ’16 and

later
Flow Winter ’18 and

later
Follow Button Summer ’15 and

later
Global Search Box All versions
Global Search for Winter ’18 and

Peer-to-Peer later
Communities
Global Search All versions

Results
Group Winter ’16 and

later
Group Banner Winter ’16 and

later
Group Detail Winter ’16 and

later
272

Lightning Bolt
Solutions
Group Related Winter ’16 and
List later
Headline All versions
HTML Editor All versions
Event Insights Winter ’19 and

later
Knowledgeable Summer ’15 and

People later
Language Winter ’16 and

Selector later
Lead Inbox Summer ’17 and

later
Libraries Winter ’18 and

later
Manage Winter ’16 and

Members Section later
Member Profile Winter ’18 and

and Settings later
Membership Winter ’17 and

later
Message Spring ’17 and

Notification later
Navigation Bar Before Winter ’16
Navigation Menu Before Winter ’16
New Message Spring ’17 and

Button later
Path (Experience Winter ’16 and

Builder Site later
Component)
Paused Flows All versions
Profile Header Before Winter ’183
3
User Profile Menu replaces Profile Header in Lightning templates based on Winter ’18 and later versions of Lightning templates.
273

Lightning Bolt
Solutions
Quip
Quip Docs
Related List
Recognition Winter ’19 and

Badges later
Recommendations Winter ’18 and

later
Recommendations Summer ’15 and

Carousel later
Record Banner Winter ’16 and

later
Record Detail Winter ’16 and

later
Record Winter ’16 and

Information Tabs later
Record List Winter ’16 and

later
Record Related Winter ’16 and

List later
Spring ’20 and
later; in Help
Center, a file is the
only object that’s
supported.
Related Articles Summer ’16 and

List later
Related List - Winter ‘19 and

Single later
Related Questions Summer ’16 and

List later
Related Record * Winter ’16 and

List later
Related Topics Spring ’15 and

List later
274

Lightning Bolt
Solutions
Report Chart Winter ’16 and
later
Report List Winter ’16 and

later
Report Summary Winter ’16 and

later
Reputation Spring ’15 and

Leaderboard later
Rich Content Winter ’16 and

Editor later
Scroll To All versions
Search & Post Before Winter ’18

Publisher
(Deprecated)
Search Results All versions
Set Case Status All versions

Button
Embedded Summer ’17 and

Service later
Stream Detail Winter ’18 and

later
Stream List Winter ’18 and

later
Suggested Spring ’19 and

Actions later
Survey Winter ’18 and

later
Tabs Winter ’16 and

later
Tile Menu All versions
Top Article by Winter ’16 and

Topic later
Topic Catalog Spring ’16 and

later
275

Lightning Bolt
Solutions
Topic Description Spring ’16 and
later
Topic Metrics Winter ’16 and

later
Topics Winter ’19 and

later
Totals Winter ’16 and

later
Trending Articles Winter ’17 and

by Topic later
Trending Topics Spring ’15 and

later
Unanswered Winter ’16 and

Questions later
User Profile Spring ’16 and

later
User Profile Detail Winter ’16 only
User Profile All versions

Image
User Profile Winter ’16 and

Knows About later
User Profile Menu Winter ’18 and

later3

Related List later
User Profile Stats Spring ’15 and

Summer ’15
User Profile All versions

Summary

Summary & later
Image
(Deprecated)
User Profile Tabs Spring ’15 and

later
276

Lightning Bolt
Solutions
User Settings Spring ’15 and
(Deprecated) later
Visualforce Page Spring ’17 and

Component later
Login Components
Component Available in Versions
Employee Login Link All versions
Forgot Password All versions
Login Form All versions
Self-Registration All versions
Social Login All versions
SEE ALSO:
B2B Commerce on Lightning Experience Components
Getting Started with the Aloha Community Template for Salesforce Identity
Components for Use with the Koa and Kokua Templates

Find out which components you can use with the Koa and Kokua self-service templates.
Component Koa Kokua Available in Versions

Article List All versions
Article Type Filter All versions
Article Content All versions
Back Button Spring ‘15 and earlier
Case Attachments All versions
Case Banner All versions
277

Case Comments All versions
Case Comments Publisher All versions
Case Detail All versions
Case Feed Summer ’15 and later
Case Feed Publisher Summer ’15 and later
Case List All versions
Category Filter All versions
Category Navigation All versions
Contact Support & Ask Buttons All versions
Create Case Form All versions
Expanded Category Navigation All versions
Featured Data Categories All versions
Featured Search All versions
Feed Post & Comments Summer ’15 and later
HTML Editor All versions
Language Selector Winter ’16 and later
Profile Header All versions
Rich Content Editor Winter ’16 and later
Search All versions
Set Case Status Button All versions
Toggle Button All versions
Trending Articles All versions
User Profile Image All versions
User Profile Summary All versions
User Profile Summary & Image Winter ’16 and later

(Deprecated)
CUSTOM COMPONENTS
278

Custom Lightning Components Winter ’16 and later
Account Brand Details

Use the Account Brand Details component to show company information and brand details on the Account Management page.
When you go to the Account Management page, you can access Experience Cloud site members and account brand details. Account
brand details contains company information used for branding purposes, such as websites, email address, phone numbers, addresses,
and company logos.
Note: Add the Account Brand related lists to Accounts, so partners can access brand information.
1. Drag the Account Brand Details component to the page, and select it.
2. In the property editor, configure properties for the component:
Property Details
Account Id Account Id is used to look up the associated Account Brand record.
Example: Account Brand Details component:
Account Management
Channel managers can delegate partner users to help manage accounts. Using the Members tab, delegated account managers can
activate and deactivate accounts and reset a member’s password. They can also manage branding assets that channel managers can
use to create co-branded emails, marketing campaigns, and websites.
Partner users who have been granted delegated external user administration rights can access Account Management from their Experience
Cloud site. From Account Management, they can manage members of their partner account from the Members tab.
279
Partner users who have been granted delegated external user administration can create and edit account brands from the Branding
tab.
Note: Add the Account Brand and Members related lists to the Account page layout, so partners can access member and
brand information.
1. Select the Account Management component in the page you’re configuring.
2. Click the tab that you would like to configure.
3. To view the component properties, select the Properties pane:
Property Details
Parent Record ID {!CurrentUser.accountId}
Related List Name Name of the related list displayed.
List Elements to Show • Breadcrumbs

• Custom Title
• Row Numbers
• Refresh
Account Id {!CurrentUser.accountId}
Example: Account Management component in Experience Builder
Activities
Track your open activities and activity history and view them from a record information tab in your Experience Cloud site.
Activities are supported for accounts, campaigns, claims, contacts, contracts, insurance policies, leads, opportunities, orders, quotes, and
activity-enabled custom objects. Activities aren’t available in Experience Builder site when viewed on a mobile browser.
1. Select the Activities component in the page you’re configuring.
280
Property Details
RecordId The ID of the record. This value is automatically populated.
Example:
Announcement Section
The Announcement Section component displays group announcements from any page in your Experience Buildersite.
1. Select the Announcement Section component.
Property Details
Group ID Enter a group ID. To find a specific group ID, navigate to the group home page and copy the
ID from the URL. The ID is a string of numbers and letters.
Group URL format example:
https://MyDomainName.my.site.com/siteName/s/group/0F7A0000000DZXiNQO/groupName
For this URL, the group ID is 0F7A0000000DZXiNQO.
Header Label Enter header text for your component. The default is Announcement.
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Example: Sample Announcement Section component:
Article List
The Article List component lets users view articles that result from a search or from filtering without needing to leave the page.
The list includes the name and the type of article, its most current revision date, as well as how many views it’s received. The list of articles
can be filtered using the Article Type Filter component. The component also includes a breadcrumb component with navigation links,
and a button that controls the appearance of the right menu for tablets and mobile display.
1. Select the Article List component in the page you’re configuring.
Property Details
Category Name The top-level category that contains the subcategories for articles is automatically set using
an expression that uses the top-level category you specified in the template’s Custom
Properties.
Page Size Enter the number of articles per page of the list. The default is 25.
Article Type Specify the type of article to appear in the list.
Search Term Leave this field blank. It’s the field in which users type their search queries.
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Example: Sample Article List component:
SEE ALSO:
Article Type Filter

The Article Type Filter component lets users filter the article list based on the selected article type after they’ve viewed search results.
An article's type determines the type of content it contains, its appearance, and which users can access it.
1. Select the Article Type Filter component in the page you’re configuring.
There are no properties to set for this component.
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Example: Sample Article Type Filter:
SEE ALSO:
Article Content
The Article Content component lets users view and vote on an individual article after they've selected it from search results.
Note: Before Spring ‘16, this component was named Single Article View.
The article’s title, latest revision date, and article type appear with the body of the article.
Note: When a user views an article that’s been returned from a web search, the navigation breadcrumbs show the path to the
first category associated with the article.
If you enable article voting for this component, authenticated users see a prompt to vote below each article. Logged-in users can give
articles a thumbs up or thumbs down vote. If your org uses star rating on articles, thumbs up votes are recorded as five stars and thumbs
down votes are recorded as one star. Article voting is available in the Winter ‘16 and later versions of Experience Builder templates.
The user can return to the article later to view their vote, but can’t change it or see voting data from other members. You can view an
article’s voting data at the top of the article in your org.
1. Select the Article Content component in the page you’re configuring.
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Property Details
Record Id This value is retrieved when the individual article is selected.
URL Name This value is retrieved when the individual article is selected.
Show title in the Select this option to show the title in the article’s header.
article header
Allow voting on Select this option to let users vote on articles. This option is not selected by default. This
articles functionality is available only in the Winter ’16 and later versions of Experience Builder
templates.
Show topics Select this option to show topics associated with an article.
Example: Sample Article Content component:
SEE ALSO:
Articles with This Topic

The Articles With This Topic component is used on the Topic Detail page in Experience Builder sites built using the Customer Service
template. It shows articles that have been tagged with the topic in question.
1. Select the Articles With This Topic component in the page you’re configuring.
Property Details
Topic ID The system supplies this value, and populates the component with articles specific to the
topic shown on the topic detail page.
Title Enter text for the title. The default text is Articles With This Topic.
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Property Details
Show Title Show the title by checking this box.
Number of Articles Select the number of articles you’d like to show at a time. The default number is 10.
Note: In order for articles to populate this component, the site language and article language must match.
Example: Sample Articles With This Topic component:
SEE ALSO:
Ask Button
The Ask Button component lets users click a button to ask a question that is then published to the site. Users must log in to ask questions
and participate in discussions.
Note: Before Spring ’16, this component was named Ask the Community.
The Customer Service template pages come with two Ask Button components: one at the top of the page, and one at the bottom. The
two aren’t linked, so you can remove one button or use different text or styling for each button.
1. Select the Ask Button component on the page you’re configuring.
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Property Details
Button Label Enter the text to show on the Ask button. The default is Ask a Question.
Allow members to add Select to show the topic area at the bottom of the feed publisher (1) and to allow members
topics to add topics.
Block topic selection In a topic feed, block members from choosing a different topic from the Post To list when
on questions in topics they ask a question.
Expand Details section When a member asks a question, show the Details section in an expanded state (2).
by default
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Property Details
Button Text Color Set the color to use for button text when the button is inactive.
Note: For all values, link icon shows that the current selection comes from colors
defined in the Experience Builder theme.
Button Text Hover Set the color to use for button text when a member mouses over the button.
Color In Experience Builder, you can test hover colors in Preview mode.
Button Background Set the color to use for the button background when the button is inactive.
Color
Button Background Set the color to use for the button background when a member mouses over the button.
Hover Color In Experience Builder, you can test hover colors in Preview mode.
Button Border Color Set the color to use for the border that surrounds the button.
Button Border Radius Move the slider to control the amount of curve to use for the button shape.
Max Button Width Move the slider to control the width of the button. Width percentage is set against the full
width of the container the button sits in. So 100% is the full width of the container, rather
than the full width of the browser page.
Button Alignment Set the position of a button within its container by selecting Center, Left, or Right.
Suggest questions Select to show previous questions that are similar to the one the member is asking. This
property assists with question deflection and helps in using existing resources.
Include discussions in Select to show discussions related to the question the member is asking. This property assists
suggestions with question deflection and helps in using existing resources.
Include articles in Select to show Knowledge articles related to the question the member is asking. This property
suggestions assists with question deflection and helps in using existing resources.
Max Suggestions to Set the maximum number of questions, discussions, and articles to show to a member who
Show is asking a question.
Show satisfaction Select to show the member a prompt that asks if they were satisfied with the information
prompt provided when they asked a question.
Satisfaction Prompt Enter the question you want to ask a member about their satisfaction with the questions,
discussions, and articles provided in response to their question. The default is Did we
help to answer your question? Frame the question so that a positive response
shows that your data helped and a negative response shows that it didn’t. Member response
data provides you with metrics on the effectiveness of question deflection.
Ask follow-up question Select to ask the member a follow-up question to their satisfaction response.
Follow-Up Prompt Enter the follow-up question you want to ask the member. The default is Can we close
your question? A member’s positive response closes the question without posting it.
A negative response keeps the member’s question active.
Confirmation Message Enter a confirmation message to show when a member responds to your prompts. The default
is Got it!
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Example: Sample Ask Button component:
SEE ALSO:
Case Deflection
Back Button
The Back Button component displays a button that lets users navigate to the previous context.
Note: The Back Button is available as a standalone component only in Kokua communities built before the Spring ‘15 release.
1. Select the Back Button component in the page you’re configuring.

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Example: Sample Back Button component:
SEE ALSO:
Breadcrumb
Use the Breadcrumb component in an Experience Builder site template on topic, article, or feed detail pages to let your customers easily
navigate back to parent or grandparent topics.
1. Select the Breadcrumb component in the page you’re configuring.
Property Details
Unique Name or ID Use {!topicID} on topic pages, {!feedItemID} on question or feed item pages,
and {!urlName} on article pages.
Note: While topics reside in a fixed hierarchy, articles and feeds can be assigned to multiple topics at once. When an article
or feed is assigned to a multiple of topic hierarchies, the Breadcrumb component shows topics that are the most discussed in
a site.
Breadcrumbs don’t appear on top-level topic pages.
SEE ALSO:
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Campaign Marketplace
With Campaign Marketplace, you can provide the structure and guidance necessary for partners to successfully execute campaigns.
Channel marketers can create and share marketing campaigns, guidelines, and assets with partners. Partners can then choose which
campaigns work best for them.
Configure Campaign Marketplace to display pre-approved campaigns for partners. This feature is available in Lightning experiences and
Lightning Bolt solutions.
1. Select the Campaign Marketplace component in the page you’re configuring.
Property Details
List View Name This field looks up to the list view of campaigns created by the admin.
Sort By This field establishes how campaign tiles are categorized.
Sort Order This field establishes the order that campaign tiles appear in.
Header Label The label that appears at the top of the campaign marketplace.
Show Image Select this option to display the Image field on a campaign.
Highlight This designates the field to highlight in the campaign marketplace.
Highlight Color Select a color to highlight your campaigns with.
Category Field This field appears at the top of each campaign tile. Add a category field to callout important
information about a campaign.
Title Field The title of the campaign.
Body Field Information displayed in the body of the campaign tile.
Data Fields Add data fields to call out additional important information about a campaign. The data
fields appear at the bottom of the campaign tile.
Example: Organize marketing campaigns with the Campaign Marketplace.
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Add 1) highlights and 2) data fields to call out additional information about a campaign.
Case Attachments
The Case Attachments component lets users view a list of all attachments associated with a case.
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Note: This component was retired in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new Experience Builder
sites could no longer use this component. Sites already using the component can still use it, but if you delete the component or
the page containing it, you can't use it again. To continue using the Case Comments feature, make sure that the Case Comment
related list is added to the case page layout used in Experience Builder site.
Mobile device users can expand and collapse the list of attachments when they are looking at the details of their case.
Note:
• You can’t attach a file to a case while in Preview mode in Experience Builder. When the site is published, you can attach files
to cases.
• For users to see case attachments, the Case page layout and case record types for their profile must include the Attachments
related list.
1. Select the Case Attachments component in the page you’re configuring.

Property Details
Case ID Leave the default query string for the unless you plan to customize the component and add
your own query string. The system uses the query string in this field to return the Case ID.
Example: Sample Case Attachments component:
SEE ALSO:
Case Banner
The Case Banner component lets users see a case’s status, case ID, and other summary information.
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1. Select the Case Banner component in the page you’re configuring.
Property Details
Note: Before Spring ‘16, this component was named Case Highlights.
Example: Sample Case Banner component:
SEE ALSO:
Case Comments
The Case Comments component in Experience Builder shows a list of all the comments that a customer and an agent have added to
the case. The comments are visible as related records.
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If an attachment has been uploaded with a comment, it’s shown separately in the Attachments component.
For users to see case comments, the Case page layout and case record types for their profile must include the Case Comments related
list. When you click Show All on the Related List, only the first 1,000 case comments are displayed. To see the remaining case comments,
use the API.
1. Select the Case Comments component in the page you’re configuring.
Property Details
Example: Sample Case Comments component:
SEE ALSO:
Case Deflection
The Case Deflection component searches text as it’s being entered into the Contact Support Form component, and returns relevant
articles and discussions. If users don’t get the answer they need, they can continue with their request for support.
Note: For guest users, a case deflection search matches article titles only. It doesn’t return matches from the body of the article.
If you built your Experience Cloud site before Spring `18, you could be using the Create Case Form component. A revamped version,
ushered in with Spring `18, has split the component into two: the Contact Support Form and the Case Deflection components. We
recommend you update your existing site to use the new components, as future updates and improvements will be made on Contact
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Support Form and Case Deflection. Moreover, the new components allow you to use the Case Deflection Dashboard to verify the efficacy
of your site’s case deflection. If you want to migrate to the new components, check out this topic.
1. Select the Case Deflection component in the page you’re configuring. Avoid placing the component in the template header or
footer of the page. Doing so causes the component to appear on all pages.
Property Details
General Settings Click to expand.
Title Bold text that appears over suggested articles and discussions. The default is Need Answers
Fast?.
Subtitle Bold subtitle shown over suggested articles and discussions. The default is Find what you
need here..
Maximum Suggestions to Maximum number of suggested articles and discussions to show. The default is 6.
Display
Empty State Content Click to expand.
Topic ID Use the dropdown menu to elect a topic to show before site users start entering text in the
Contact Support Form component. If you leave this field empty, the component shows
trending topics.
Content Types Click to expand.
Articles Select to include articles in suggestions.
Discussions Select to include discussions in suggestions.
Deflection Metrics Click to expand. You can view the data that’s gathered in this section in the Case Deflection
Dashboard. This dashboard is available as part of the Salesforce Community Management
Package, which you can find on the AppExchange.
Ask users if they’re Let users tell you whether the suggested articles and discussions helped solve their case.
satisfied with the
suggested content
Satisfaction Prompt Ask users if they’re satisfied with suggestions. Default text is: Did the content help solve
your issue?
Ask follow-up prompt Ask a follow-up question, provided users answer the first question.
Follow-Up Prompt Enter the text to use for your follow-up question. Default text is: Stop creating your case?
Redirect URL for The URL of the page you’d like users to see if they abandon their case.
Abandoned Cases
Confirmation Message Default text is: Got it!
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Example: Sample Case Deflection component:
SEE ALSO:
Ask Button
Contact Support & Ask Buttons
Case Comments Publisher

Use the Case Comments Publisher component to let customers and agents collaborate using comments on cases. Your customers can
open cases, post comments, upload attachments, and check the status of their cases from any of their devices.
Note: Before Spring ‘16, this component was named Case Publisher.
The component provides a chronological, filterable list of comments your customers and agents have had within the context of a case.
It includes case activities, internal and external comments, attachments, and status changes. When authenticated users add a comment
to a case, they can add a file to the case as an attachment. So when a customer creates a case using a mobile phone, they can take a
picture with their phone’s camera and attach it to the case.
Note: Users must have edit access on cases in order attach files with the Case Comments Publisher component.
By default, users can attach any supported file type that is 5 MB or less. You can restrict the types of files that users can upload by changing
the default values for content types on the Library tab.
1. Select the Case Comments Publisher component in the page you’re configuring.
2. To configure properties for the component, select the Properties pane:
Property Details
Publisher Placeholder Enter the text that appears in the search bar. The default value is Write a new comment....
Text
Mobile Header Text Enter the text that appears as the header for mobile users. Mobile and tablet see the text as
the header for the comment text area.
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Property Details
Can Attach Files Lets users attach a file to the comment.
Post Button Label Enter the text for the button that submits the case or comment.
Example: Sample Case Comments Publisher component:
SEE ALSO:
Case Detail
The Case Detail component lets users see all of the details of their case in a collapsible section.
1. Select the Case Detail component in the page you’re configuring.
Note: This component was retired in all Salesforce orgs in the Summer ’19 release. Starting Summer ’17, new Experience
Builder sites could no longer use this component. Sites already using the component can still use it, but if you delete the
component or the page containing it, you can't use it again. To continue using the Case Comments feature, make sure that
the Case Comment related list is added to the case page layout used in Experience Builder site.
Property Details
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Example: Sample Case Detail component:
SEE ALSO:
Case Feed
The Case Feed component shows a Chatter feed of all case interactions, including Chatter posts, case emails, questions related to the
case, and attachments.
Comments and attachments on posts appear inline below the post for desktop and tablet users, and attachments are also shown
separately in the Attachments component.
Important: Make sure to enable the site case feed so users see supported case interactions in their feed. For details, see Set Up
the Site Case Feed.
1. Select the Case Feed component in the page that you’re configuring.
Property Details
Case ID Enter this value: {!recordId}
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Example: Sample Case Feed component:
SEE ALSO:
Case Feed Publisher

The Case Feed Publisher component lets customers create posts on cases and upload attachments from any of their devices.
Attachments are shown in the Attachments component. By default, users can attach any supported file type that is 2 GB or less.
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Important:
• Make sure to enable the site case feed so users see supported case interactions in their feed. For details, see Set Up the Site
Case Feed.
• If an agent posts on a customer’s case within a site built using the Customer Service template, the post is only visible to other
internal users. To ensure that customers see agent posts, agents should use the Community action in the console.
1. Select the Case Feed Publisher component in the page that you’re configuring.
Property Details
Case ID Enter this value: {!recordId}
Publisher Placeholder Text Text that appears in the search bar. The default value is Write a
new post....
Mobile Header Text Text that appears as the header for mobile users. Mobile and
tablet users see the text as the header for the post text area.
Can Attach Files Lets users attach a file to the post.
Post Button Label Text for the button that submits the post.
Note: Before Spring ‘16, this component was named Case Chatter Publisher.
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Example: Sample Case Feed Publisher component:
SEE ALSO:
Case List
The Case List component displays a list of the user’s cases. Only authenticated users can see a list of the cases that they’ve created.
You can select the fields to display by editing the Cases list view.
Note: The name of the first column in Case List displays as the case title on mobile devices. We recommend using Subject
as the first column so mobile users can easily scan their cases. To change the column order in the Case List component, edit the
case list view that your organization has assigned to it. By default, the Case List component uses the All Open Cases list view from
Salesforce.
1. Select the Case List component in the page you’re configuring.
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Property Details
Case Filter Name or ID Enter the name of the list view that displays cases.
Note: By default, the template uses the AllOpenCases view, which lets users view any
open cases that they have permission to see. Configure sharing to ensure that users
see only cases that belong to them. Alternatively, you can use another pre-defined list
view or create a custom list view.
Header Title Enter the text for the label that appears at the top of the list of cases. The default for this field
is My Cases.
Create Case Label Enter the text you’d like to display on the button that users can click to create a case. The
default text is Create Case.
Note: Before Spring ‘16, this component was named My Cases.
Example: Sample Case List component:
SEE ALSO:
Channel Menu
Use the Channel Menu component to add the menu and button to your Experience Cloud site.
1. Complete these setup tasks to add the Channel Menu to your Experience Cloud site.
2. From the Components list, select the Channel Menu component and drag it onto the page that you’re configuring.
3. On the page, select the Channel Menucomponent.
Property Details
Channel Menu Deployment Choose from the picklist for your org’s Channel Menu
Deployment.
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Category Filter
The Category Filter component lets users filter the article list based on selected data categories so that they can see articles from those
categories only.
Users can filter the Article View by selecting one or more data categories.
1. Select the Category Filter component in the page you’re configuring.
Property Details
Properties.
Example: Sample Category Filter component:
SEE ALSO:
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Category Navigation
The Category Navigation component shows a list of child categories for a selected parent category.
Users can click the child category to view the articles that are associated with it. For long lists of categories, users can view all of the
categories and collapse the list to show fewer categories.
1. Select the Category Navigation component in the page you’re configuring.
Property Details
Properties.
Auto-Collapse Select the checkbox to have the category navigation component collapse automatically after
a category is selected.
Example: Sample Category Navigation component:
SEE ALSO:
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CMS Collection
The CMS Collection component displays curated content from Salesforce CMS and from your
USER PERMISSIONS
Salesforce CRM.
The CMS Collection component can be added to a page multiple times and can use collections To access an Experience
created from CMS content or Salesforce CRM data. Collections are created in the Content Builder site’s Content
Management workspace:
Management area of Experience Workspaces. You can add the CMS Collection component to pages
before you create your first collection. But until a collection is associated with the component, you • Create and Set Up
Experiences
can’t access the layout options.
1. Add a CMS Collection component to your page. site
Builder site:
Experiences OR
assigned an experience
builder role in that site
site
2. To open the options menu, click the component (1). To select an available collection, click + Add Collection (2).
3. Choose a collection from your library, and click Save.
Note: The Type column indicates the source of a collection. News is any collection composed of CMS content. When you
see an object name, such as Account or Product, that indicates a Salesforce CRM collection.
4. Now that there's content feeding into the component, you can work with two layout options.
• Collection Layout determines how the individual content items are displayed on the page within the component. For instance,
as a 3x3 grid or as a carousel.
• Content Layout options control how the content from an individual item is displayed within its box in the collection layout.
For instance, how images are presented or how text is laid out for each individual item.
5. To customize the display options, select Collection Layout.
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To make sure that you get the effect and experience you envision, always test your site. Of the many layout options, some interact
in powerful ways, some in unexpected ways, and other in ways that you didn't expect. For example, Transition Speed is the time
from beginning of a transition to end of a transition in milliseconds. Transitions begin when the user chooses to change to the next
slide. It doesn't measure the time the content is visible.
6. Select the Content Layout. Content layout options include Card, Banner, or Tile.
7. Select the content fields you want to use in your display. Layout options for selected fields are added to your component menu.
Some of the content fields are probably familiar, such as headline and subheading. But others, such as flag and metadata, probably
aren't as obvious.
Flags are small overlays that sit over your content, flagging them for your reader's attention. The flag only appears if there’s data in
the associated content field, mapped in the Field Mappings area. One common use is to flag items on your site as "new" or "on sale".
Metadata #1 and Metadata #2 are general, unnamed fields that you can map to content from your content or CRM data as you need.
8. Map your available content fields to the available fields in the component in the Field Mappings section.
When using a Salesforce CMS component, the fields from the objects or content types are mapped into the content fields, such as
Headline and Image. However, you can remap the fields to populate your component differently. For each property, select an available
field from the dropdown. Your changes are saved as you go along and reflected in the preview.
Note: If there isn't a CSS file present with explicit definitions, its possible changes to the CSS tag in certain fields, like Headline,
aren't reflected visually. In these cases, the tag has been updated and responds to CSS declarations when they’re available.
For Salesforce CRM content, the optional View links to the record detail page for the content item associated with the button. For
CMS content, it links to the detail page for that content type, which can be configured separately.
Note: Some display areas don't respect rich text elements of the content. For instance, flag and headline ignore elements
such as bold coming from the bound field.
Note: Be cautious when using the CMS Collections component to show products in a B2B Commerce store. The component
doesn't respect user entitlements. All users with access to a page where the component shows products, see all products that are
exposed through the component.
SEE ALSO:
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CMS Connect (HTML)

The CMS Connect (HTML) component lets you display HTML content from a content management system (CMS). After setting up a
connection in your CMS Connect workspace, drag a CMS Connect component on a page to render content from that connection.
Before using the CMS Connect (HTML) component, set up a connection on page 618 in your CMS Connect workspace. Then choose Use
in Builder for the connection you want to use.
1. From the Component panel in Experience Builder, drag a CMS Connect component to the page and location where you want to
display it.
2. Select the component. In the property editor, configure its properties.
Property Details
CMS Source Select the CMS source that contains the content to display. If no sources are listed, click
Manage Connections to set one up.
Component Path Enter the path to the component to display. If the connection has a root path, enter only the
component part of the path. For example, if you entered content/capricorn for the
root path, enter only banner1 for the component path. If your connection doesn’t have a
root path, enter the full path for the component.
Personalization Select the option to enable personalization for this particular instance of CMS Connect (HTML)
component. Personalization lets you keep branding and other content consistent between
your community and your website.
CMS Connect (JSON)

The CMS Connect (JSON) component displays JSON content from a content management system (CMS).
Before using the CMS Connect (JSON) component, set up a connection on page 618 in your CMS Connect workspace. The connection
includes the server URL and paths to your JSON information. It also defines content lists and content items that you want to display.
Then choose Use in Builder for the connection you want to use.
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1. In Experience Builder, drag a CMS Connect (JSON) component from the Components panel to the location on the page where you
want to display it.
2. Using the property editor, configure the component’s properties.
Property Details
CMS Source Select the CMS source containing the content that you want to display. If no sources are listed,
go to your CMS Connect workspace and define content items and content lists for the
connection.
JSON Content Select the JSON content. Choose from the content items and content lists that you set up in
the connection. In the property editor, the fields that you see depend on what you select. For
example, if you select a content list, you see the layout options for a list.
Component Path Applies only for content items. Enter the path to the component to display. For example, enter
the ID of a blog.
Content List Layout Choose a layout for your content list. Currently, the only option is Grid. Define the grid layout
using the Items Per Page and Columns properties.
Content List Item Choose a layout for items in your content list. Currently, the only option is Card. To specify
Layout card properties (Title, Author, and so on), enter a JSON expression or value. For example, enter
@key, 6, or {!id}.
Content Item Layout Choose a layout for your content item. Currently, the only option is Detail. To specify detail
properties (Title, Author, and so on), enter a JSON expression or value.
Items Per Page Enter the number of content items that display on each page.
Columns Enter the number of columns of content items that display on desktops and tablets. Phones
display content items in a single column.
Title Enter a JSON expression or text for the title, such as @title.
Author Enter a JSON expression or text for the author, such as @author/name.
Published On Enter a JSON expression or text in ISO format for the publish date. For example, @date or
YYYY-MM-DDTHH:mm:ss.sssZ.
Body Enter a JSON expression or text for the content body, such as @content.
Image Source Enter a JSON expression for the image source of the content item, such as
@featured_image.
Navigation section Set up the navigation link for content items in your content list.
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Property Details
Link Text Enter the link text to display on your site page. The default is Read More.
Type Select whether the link points to a generated page or an external URL with the content items
in your content list.
Page Displays the name of the generated detail page. The default name reflects the CMS source
and content type name for your connection. To change the default name, URL, or layout of
this page, change the page properties using the Pages menu.
URL Enter the fully qualified URL to the content.
Note: You can also specify JSON expressions, such as @link.
SEE ALSO:
Reuse Content with CMS Connect JSON
Add CMS Connect (JSON) Components to Your Experience Builder Pages
Example: Connect JSON Content to Your Experience Builder Site
CMS Single Item

The CMS Single Item component displays content items that are created and maintained in the
USER PERMISSIONS
Salesforce CMS app.
Before using the CMS Single Item component, create content in Salesforce CMS. You can add the To create, customize, or
component to your site without a content source but can’t configure it until you link it to content. publish an Experience
Builder site:
Note: You can only add published content created in the Salesforce CMS app. If you have • Create and Set Up
a published piece of content and also have a draft version, the latest published version is Experiences AND View
what is available to select. Setup and Configuration
1. Open Experience Builder.

2. Select and drag the CMS Single Item component to your page.
3. To open the options menu, select the component (1). To select Salesforce CMS content, select + Add Content (2).
4. From the available content (content that has been published), select the source and click Save.
5. The content populates the component. Decide how to present its contents by expanding Content Layout.
6. Customize the layout. There are many familiar layout options for font size, image position, and overlays. There are some that are less
familiar.
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You can choose the overall configuration of the content by selecting one of the main layouts, each of which has its own options.
For instance, you can choose to overlay the banner image with the excerpt you entered in the CMS Content form. You can also add
a button with an editable label that opens the full piece of content on the News Detail page when clicked.
Tile and Card layouts have similar options, but use the content fields a little differently. There’s no Show Button option available
for these layouts. For Tile and Card, the title text of the content becomes a link to the detail page automatically.
Note: Some display areas don’t respect rich text elements of the content. For instance, flag and headline ignore elements
such as bold coming from the bound field.
7. Select the content fields to use in your display. Layout options for selected fields are added to your component menu.
Some of the content fields are obvious, such as headline and subheading. But other, such as Flag and Metadata are probably not as
obvious.
Flags are small overlays that sit over your content, flagging them for your reader's attention. The flag only appears if there’s content
in the associated content field, mapped in the Field Mappings area. One common use is to flag items on your site as "new" or "on
sale".
Metadata #1 and Metadata #2 are general, unnamed fields that you can map from your content as you need.
8. Map your available content fields to the available fields in the component in the Field Mappings section.
When using a Salesforce CMS component, the fields from the objects or content types are mapped into the content fields, such as
Headline and Image. Experience Builder makes its best guess for you, but you can remap the fields to populate your component
differently. For any given area, select an available field from the dropdown. Your changes are saved as you go along and reflected
in the preview.
Note: Sometimes changing the CSS tag, to Heading 3 in Headline for instance, may not be reflected visually if there isn't
a CSS file present with explicit definitions. In these cases, the tag has been updated and responds to CSS declarations when
they’re available.
SEE ALSO:
CMS Single Item (Detail)

The CMS Single Item (Detail) component supports Salesforce CMS as the common detail component
USER PERMISSIONS
for material displayed by all CMS Single Item components.
CMS Single Item (Detail) can only be added to a Content page. There is only one detail page for To create, customize, or
each content type in Salesforce CMS. publish an Experience
Buildersite:
1. In Experience Builder open the content type detail page you want to configure from the Pages • Create and Set Up
menu. For example, click the [down arrow] (1) and select Document Detail (2) for a Document Experiences AND View
custom content type. Setup and Configuration
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2. From the Components menu (1) drag the CMS Single Item (Detail) (2) component into the content type detail page. The options
menu opens (3).
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The CMS Single Item (Detail) component is a general container for all CMS content and can only be used on content detail pages.
The CMS Single Item (Detail) component options let you expose or hide various fields from the CMS content form. Show content
fields in a default order, or group them into sections for a more precise layout. Fully customize the appearance of your content for
your needs and guidelines. For example, after you add published CMS content to the component use the Field Mappings setting
to map content to the layout display fields. Then try the Component Style setting to adjust styles such as alignment, height, and
color.
SEE ALSO:
Calendar
View your events and others’ calendars from your Experience Builder site on your desktop or mobile device.
Your admin can configure the calendar to display details in the side panel of the calendar component or they can hide the sidebar.
Calendar sidebars are turned on by default and display your “My Events” calendar and other users’ calendars that have been shared with
you. If your calendar is set up to display the side panel, you can collapse it if you need more space.
Note: There are a few things to keep in mind when using calendars from a site:
• The option to hide or open the side panel in the Experience Cloud site Calendar is only available in calendars that have been
configured to Show Calendar Sidebar.
• Internal users and partners users can add a public calendar to their Other Calendars section.
• When added as attendees, partners can see the event preview card, but they can’t edit or view complete event details.
• Customer users can’t access public calendars and events.
• Partner users can invite people to calendar events using their email addresses. Because partner users can’t access other partner
users’ email addresses, they can’t invite other partner users to calendar events.
• Partner users can’t view shared calendars from mobile devices.
You can share your My Events calendars with other team members and add their calendars to your view. If you want to change one of
your events, simply drag it to a new time slot.
1. Select the Calendar component in the page you’re configuring.
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Property Details
Show Calendar Sidebar To display the calendar sidebar by default, select this option. To work with this item, use the
full Salesforce site.
Show Other Calendars To display calendars that have been added to user’s calendar view, select this option. To work
with this item, use the full Salesforce site.
Let Users Create New Turn on this option to create a calendar. To work with this item, use the full Salesforce site.
Calendars
Example:
Contact Request Button & Flow

Add the Contact Request Button & Flow component to let members click a button to request that customer support get back to them.
Members describe the problem and enter their contact details in a popup window. After the request is sent, a support person can review
the issue and contact the customer for follow-up and resolution.
Tip: To use this component, create a contact request flow from the Customer Contact Requests page in Setup. When a customer
submits a request, a contact request record is created. You can route contact request records using Omni-Channel.
Contact Request works in public sites and sites that require authentication. Make sure that your site users have the Run Flows permission,
including your Guest User profile that’s used in public sites. Without this permission, members won’t see the button to submit contact
requests.
1. On the page that you’re configuring, select the Contact Request Button & Flow component.
2. In the property editor, configure the component properties.
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Property Details
Button Label The text to display on the support request button. The default is Request Help.
Contact Request Flow Select a contact request flow that you created in Setup or in Flow Builder. Only active flows
that have the type Contact Request Flow are supported.
Button Text Color Set the color of text to use for the button label.
Note: The link icon shows that the current selection comes from colors defined
in the theme.
Button Text Hover Set the color of text to use for the button label when a member mouses over the button.
Color In Experience Builder, you can test hover colors in Preview mode.
Color
width of the container that the button sits in. So 100% is the full width of the container, rather
Button Alignment Select Center, Left, or Right to set the position of a button within its container.
Example: Sample Contact Request Button & Flow component.
When a user clicks the button a popup window appears.
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SEE ALSO:
Let Customers Request that Support Get Back to Them
Contact Support Button

The Contact Support Button component adds a button that users click to create a case. When you enable Web-to-Case and set up a
guest user case publishing action, guest users aren’t required to log in before creating a case.
Each button instance supports its own property values. So, if you have two Contact Support buttons on a page, the values on each
button are unique to that button. You can configure buttons to use the values you defined in your theme so that they all look the same.
But each button instance remains unique.
Note: Guest users can’t attach files when creating a case.
1. Select the Contact Support Button component in the page you’re configuring.
Property Details
Button Label The text to show on the button that users click to create a case. The default text is Contact
Support.
Button Text Color Set the color of text to use for the button label.
in the theme.
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Property Details
Button Text Hover Set the color of text to use for the button label when a member mouses over the button.
Color In Experience Builder , you can test hover colors in Preview mode.
Color
width of the container that the button sits in. So 100% is the full width of the container, rather
Button Alignment Select Center, Left, or Right to set the position of a button within its container.
Example: Sample Contact Support Button component:

The Contact Support & Ask Buttons component adds two buttons to the page. The Contact Support button lets users click a button to
create a case. The Ask button lets members ask a question and publish it to the site. All members must be logged in to ask the site a
question.
Note: Before Spring ‘16, this component was named Call to Action.
When you enable Web-to-Case and set up a guest user case publishing action, guest users aren’t required to log in before creating a
case.
Note: Guest users can’t attach files when creating a case.
Each button instance supports its own property values. So, if you have two sets of Contact Support & Ask buttons on a page, the values
on each button are unique to that button. You can configure buttons to use the values you defined in your site theme so that they all
look the same. But each button instance remains unique.
1. Select the Contact Support & Ask Buttons component on the page you’re configuring.
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Property Details
Header Label The text to show at the top of the component.
Ask Community Label The text to show on the Ask button. The default text is Ask a Question.
Contact Support Label The text to show on the Contact Support button. The default text is Contact Support.
Allow members to add Select to show the topic area at the bottom of the feed publisher and to allow members to
topics add topics.
Expand Details section When a member asks a question, show the Details section in an expanded state.
by default
Button Text Color Set the color of button text to use when the button is inactive.
in the theme.
Button Text Hover Set the color of text to use when a member mouses over the button.
Color In Builder, you can test hover colors in Preview mode.
Color
Hover Color In Builder, you can test hover colors in Preview mode.
Button Border Radius Move the slider to control the amount of curve to use for the button border.
Suggest questions Select to show questions that are similar to the one the member is asking. This property assists
with question deflection and helps in using existing resources.
Include discussions in Select to show discussions related to the question that the member is asking. This property
suggestions assists with question deflection and helps in using existing resources.
Include articles in Select to show Knowledge articles related to the question that the member is asking. This
suggestions property assists with question deflection and helps in using existing resources.
Max Suggestions to Set the maximum number of questions, discussions, and articles to show to a member who
Show is asking a question.
Show satisfaction Select to show the member a prompt that solicits information about their satisfaction with
prompt the content provided to them when they asked a question.
Satisfaction Prompt Enter the question you want to ask a member about their satisfaction with the questions,
discussions, and articles you provided in response to their question. The default is Did we
help to answer your question? Frame the question so that a positive response
shows that your data helped and a negative response shows that it didn’t. Member response
data provides you with metrics on the effectiveness of question deflection.
Ask follow-up question Select to ask the member a follow-up question to their satisfaction response.
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Property Details
Follow-Up Prompt Enter the follow-up question that you want to ask the member. The default is Can we
close your question? A member’s positive response closes the question without
posting it. A negative response keeps the member’s question active.
Confirmation Message Enter a confirmation message to show when a member responds to your prompts. The default
is Got it!
Example: Sample Contact Support & Ask Buttons component:
SEE ALSO:
Case Deflection
Contact Support Form

The Contact Support Form allows guest and authenticated users to create cases from a site. It works with the Case Deflection component
to help site members find articles and discussions to answer questions as text is being entered into the form.
of your site’s case deflection.
Check out this topic if you want to migrate to the new components.
Note: A few things to keep in mind when using the Contact Support Form component:
• Feed items aren’t generated for attachments when you create a case with the Contact Support Form component.
• When you configure the case page layout for your site, specify that some fields are required. Adding required fields to the
layout ensures that customers don’t accidentally submit cases with empty fields.
• Fields with the data type lookup, such as Contact Name, Account Name, and custom lookup fields, are not supported for
guest users.
• Automatic triggers that change record ownership can affect what object details are visible to users or where the details are
displayed. For example, if you create a case using the Contact Support Form component and an automatic trigger changes
the case owner, the case record ID appears in the Case Number field.
1. Select the Case Deflection component in the page you’re configuring.

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Property Details
General Settings Click to expand the section with general setting properties.
Title Text that displays at the top of the form customers use to create a case. The default is Contact
Customer Support.
Subtitle Subtitle at the top of the form that customers use to create a case. The default is Tell us how
we can help.
Authenticated Users Click to expand.
Global Action A global action that allows users to create cases. The global action must be a Create a Record
type, and on the case object.
Configure global Link to the area in Salesforce Setup where you can create global actions.
actions for
authenticated users
Attach files Select to allow users to attach files to their cases. They can upload up to 10 files.
File Upload Button Label for the button to allow customers to upload files. Default text is Upload File.
Label
Guest Users Click to expand.
Global Action A global action that allows guest users to create cases. The global action must be a Create a
Record type, and on the case object.
Configure global Link to the area in Salesforce Setup where you can configure global actions for guest users.
actions for guest
users
Confirmation Text Click to expand.
Confirmation Title The title at the top of the page confirming that a case was created. Default text is Your case
was created.
Confirmation Subtitle More information under the confirmation title, after a case was created. Default text is We’ll
get back to you soon.
Case Summary Shows the case subject and case number for the user’s future reference.
Show Call to Action Select this option to have folks take a follow-up action after filing a case.
button
Call to Action The URL of the site you’d like your users to see after filing a case.
Call to Action Text Call to action text label, based on what you’d like your users to do.
Call to Action Button Text label for the call to action button.
Text
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Example: Sample Contact Support Form component:
Create Case Form

The Create Case Form component searches text as it’s being entered into a case and displays articles based on the typed text. If users
don’t see an answer, they can contact support for help. You can also protect your site from spammers by adding a reCAPTCHA widget
that guest users must complete before they create a case.
Before Spring ‘16, this component was named Case Creation.
Note: When you configure the case page layout for your site, specify that some fields are required. Adding required fields to the
layout ensures that customers don’t accidentally submit cases with empty fields.
1. Select the Create Case Form component in the page you’re configuring.
Property Details
General Settings Click to expand the section with general setting properties.
Attach Files Lets authenticated users attach a file to the comment in the case. Your organization’s settings
control the limits for file sizes. If you enable Web-to-Case to let guest users create cases, keep
in mind that guest users can’t attach files to a case.
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Property Details
Header Title Text that displays at the top of the page customers use to create a case. The default is Email
Customer Support.
Confirmation Message Text that appears as the title of the message confirming that the case has been created. The
Title default is: Your request was submitted successfully.
Confirmation Message Text that appears as the body of the message confirming that the case has been created. For
Description example, You’ll hear back from us soon.
Actions in the Publisher Click to expand the section with action properties.
Signed-In User Case The name of the action that creates cases for authenticated users. Use the action layout editor
Action for the case object in Salesforce setup to specify which fields to include in the layout. The
NewCase action is a default in your Salesforce org.
Guest User Case Action The name of the action that creates cases for unauthenticated users. Use the action layout
editor for the case object in Salesforce setup to specify which fields to include in the layout.
Case Deflection Click to expand the section with case deflection properties.
Use Case Text to Uses the text users type in the case title and description fields to suggest articles in the
Suggest Articles deflection area of the page. Article deflection appears only when you’ve implemented
Salesforce Knowledge in your org.
Number of Articles Number of articles that display in the component.
Top-Level Category Top-level data category for template-driven sites using data categories. This is the data category
that articles used for deflection come from.
Category Group name for article Data category group name for template-driven sites using data categories.
deflection
Deflection Banner Text Text that displays as the title of the deflection area of the page. The default is Need Answers
Fast?.
Deflection Text Text that displays as the subtitle in the deflection area of the page.
Mobile-Only Deflection Text that displays in the deflection area for users of mobile devices.
Text
reCAPTCHA Settings Click to expand the section with reCAPTCHA settings.
Important: Google no longer supports reCAPTCHA v1, which is the only version
currently available in Experience Builder sites. In order to use reCAPTCHA v2 and above
your sites, use a custom Lightning component.
reCAPTCHA for Guest Adds the reCAPTCHA widget to your page. The reCAPTCHA widget requires guest users to
Case Creation complete a text field successfully before they can create a case.
Secret Key for Enter the key that you received when you registered for the service.
reCAPTCHA
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Property Details
Site Key for reCAPTCHA Enter the key that you received when you registered for the service.
Note: Make sure that you thoroughly test the reCAPTCHA widget in your production
organization.
Example: Sample Create Case Form component:
SEE ALSO:
Migrate to the Contact Support Form and Case Deflection Components

of your site’s case deflection.
Replace the Case Create Form component with the Contact Support Form and Case Deflection components using the following steps.
Note: Enable Web-to-Case in your org if it’s not already enabled.
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1. Create a new page variation you can use for case deflection. In the Customer Service, make a variation of the Contact Support page.
In the Customer Account Portal template, make a variation of the Contact Us page. We recommend the 2-column, 1:1 ratio layout.
2. Drag the Contact Support Form and Case Deflection components on the page. Configure the component properties.
Note: One of the properties on the Contact Support Form component is the global action used to create cases. Create new
global actions in Salesforce Setup. For a global action to be used in the Contact Support Form component, it must be a Create
a Record action type with the case object as the target.
3. Enable Guest Access to the Support API, and add the global actions you want to use.
a. In Salesforce Setup, enter Sites in the Quick Find box and select Sites.
b. Select the Guest Access to the Support API checkbox to enable it.
c. Add your global actions to the Selected Quick Actions box.
d. Click Save.
4. Configure your site’s guest user profile. Disable access to object permissions for guest users.
Note: Your guest users could need object permissions for custom objects, or other functionality in your site. Test your
implementation so you have the best object permission configuration for your site.
Create Record Button

Use the Create Record Button component to allow site members to create records using global actions.
This component relies on the global actions defined in your org by the administrator. If you associate more than one action with this
button, it acts like a drop-down list. When a site member selects an action from the list, the Create Record page dynamically loads the
appropriate action layout for that action using the Create Record Form component.
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1. Add the Create Record Button component to a page or select it on the page you’re configuring. For example, you could add this
to the Home page to make it easy for site members to find.
2. Click Add Global Action to add an action to the Global Actions list.
3. Select each action and modify its type and public availability in the Global Action Properties section below.
• Select the global action type to be associated with each action in the Global Actions list.
• Select Publicly Accessible to make that action available for guest users of the site.
Example: Sample Create Record Button component on a site home page.
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Create Record Form

The Create Record Form component displays the action layout when a user clicks an action from the Create Record button.
When a site member clicks an action from the Create Record button in your site, they’re redirected to the Create Record page, which
uses the Create Record Form component to display the fields in the associated global action layout. The page and component automatically
pick up the global action layout defined in Setup based on the clicked action and the Action Name property is automatically populated.
No additional configuration is required.
Example: Sample Create Record Form component.
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Custom Lightning Components

Build your own custom Lightning components to use in Experience Builder sites.
EDITIONS
Note: As of API version 45.0, you can build Lightning components using two programming
models: Lightning Web Components, and the original model, Aura Components. Available in: Salesforce
To develop custom Aura components for your Experience Builder site, see Experience Cloud Developer orgs) and Lightning
Guide: Configure Drag-and-Drop Components for Experience Builder. Experience
To develop custom Lightning web components for your Experience Builder site, see Lightning Web
Components Developer Guide: Configure a Component for Experience Builder. Performance, Unlimited,
Custom Lightning components configured for Experience Builder sites behave just like standard and Developer Editions
template components. Drag and drop the component to the page canvas. To edit its properties,
select the component on the page canvas, and then enter changes in the floating component
USER PERMISSIONS
property editor.
Custom components appear in the Components panel along with your template’s components. To customize an Experience
Cloud site:
Example: A custom component added to the page canvas, with properties open in the • Be a member of the site
property editor: AND Create and Set Up
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
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Customizable User Profile Menu

The Customizable User Profile Menu component displays a user’s name or nickname and profile picture. It also can display a company
name or icon. If the user isn’t logged in, a Login button appears in the header. Starting in Summer ‘20, the Customizable User Profile
Menu component replaces the User Profile component in Experience Builder sites using the new B2B Commerce Template and new
sites using specific themes, including Ember, Stella, Webster, Citizen, Cypress, and Jepson. Existing sites using those themes get the new
component instead of the old version when they reapply or change the theme.
1. In the page that you’re configuring, click the header component to open the property editor.
2. Expand the Layout section, and select the Customizable User Profile Menu component in the User Profile Component dropdown.
3. Click the Customizable User Profile Menu component to open its property editor.
Property Details
Login Label Enter a label for the Login button that members use to log in to the site. The default is Log
In.
Text Color Choose the color of the text for the log in button.
Text Hover Color Choose the color of the text when the user is hovering over the log in button.
Background Color Choose the background color of the log in button.
Background Hover Color Choose the background color to show when the user is hovering over the log in button.
Border Color Choose the border color of the log in button.
Border Radius (0px - Set the radius of the button border.

50px)
Default Menu Choose the default navigation menu to show to authenticated users. To edit your menu
selection, click the Edit button.
Menu Style for Choose whether to display a menu icon, the user’s name, or both.
Authenticated Users
Note: On mobile devices, only the icon is shown.
Icon Choose whether to use a company logo or an avatar as the menu icon.
Include Company Name Opt to include the company name in the user profile menu. The default is to omit it.
Text Orientation Choose whether to display the company name to the right or left of the icon.
Note:
• When you import a B2B Commerce template, the My Account and Lists options on navigation menus are dropped. Edit the
menu, like the Customizable User Profile menu, and recreate these menu options.
• Menu item types system link and event display only in the Customizable User Profile Menu component.
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Customizable User Settings

The Customizable User Settings component displays an authenticated user’s username, email address, language, locale, time zone,
profile visibility, and email notification settings. You can customize the labels for each of these fields to fit your org’s needs.
On the Customizable User Settings component, users can change their language, locale, and time zone so that the site is localized
appropriately. A user can also see their username and change their email or password. Users can choose to show their profile details to
guest users who aren’t logged in to the site. Users can also choose to receive email based on events in the site. If users don’t want to
receive email about events in the site, they can disable email notifications. You have the option of updating the labels on many of these
fields.
1. Select the Customizable User Settings component on the page.
Property Details
User ID Don’t update this field. The system supplies this value.
Hide the Connected Prevents the Connected Sources tab from appearing on the Customizable User Settings
Sources tab component.
Account Details Tab Customizable text. The label for the Account Details tab. This tab includes account, location,
Title profile visibility, and email notifications section. Default text is Account Details.
Connected Sources Tab Customizable text. The label for the Connected Sources tab. This tab lists external and other
Title data sources to which the user is connected. Default text is Connected Sources.
User Settings Header Customizable text. The label for the settings page. Default text is My Settings.
Account Section Header Customizable text. The label for the Account section. This section includes username, password,
and email address fields. Default text is Account.
Location Section Customizable text. The label for the Location section. This section includes language, locale,
Header and time zone fields. Default text is Location.
Hide profile Prevents the Profile Visibility section from appearing on the Customizable User Settings
visibility section component.
Profile Visibility Customizable text. The label for the Profile Visibility section. This section includes the option
Section Header to restrict what others can see on a user’s profile page. Default text is Profile Visibility.
Profile Visibility Customizable text. The description of the Profile Visibility section. Default text is Customize
Section Description who is able to see what on your profile page.
Profile Visibility Customizable text. The hint text that appears when users hover over the help icon next to
Section Hint Text the description. It defines each visibility level. Default text is Restricted: Visible to the users
who created the site. Members: Visible to logged-in members. Public: Visible to
anyone viewing pages, logged in or not.
Hide email Prevents email notifications from appearing in a user’s personal Chatter settings.
notifications setting
Email Notifications Customizable text. The label for the Email Notification section. The section includes options
Section Header for enabling or disabling all or some email notifications. Default text is Email Notifications.
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Property Details
Email Notifications Customizable text. The description of the section that lists the various actions that send email
Section Description notifications. Default text is When email notifications are enabled, email me when
someone:.
Hide feed and post Prevents feed and post notifications from appearing in a user’s personal Chatter settings.
notifications
Tip: For orgs where Single Sign-On (SSO) is enabled, consider hiding the Change Password link on a user’s My Settings page.
a. In Setup, create a permission set, for example Single Sign On Link.
b. In System permissions, set “Is Single Sign-On Enabled” to On.
c. Assign the permission set to appropriate users in your org.
The “Change password” page no longer appears on their My Settings page.
Dashboard
Use the Dashboard component to drag and drop dashboards you set up in your org’s public folder to your site’s pages.
1. Select the Dashboard component in the page you’re configuring.
Property Details
Dashboard Name Select an available dashboard.
Height Adjust the height of the dashboard. Column width controls the dashboard width.
Example: Sample Dashboard component:
Note:
• Members can’t change the dashboard’s running user in the site. This view is read only.
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Dashboard List
The Dashboard List component lets users view dashboards in list form.
The dashboard list can be filtered with these criteria:
• Recent
• Created by Me
• Private Dashboards
• All Dashboards
In addition, users have access to dashboard folders. Folders include:
• Created by Me
• Shared with Me
• All Folders
The Dashboard List component doesn’t have any editable properties.
Note: The Dashboard List component can only be used on the Dashboard List page.
Deflection Tracking
The Deflection Tracking component gathers data from users about the deflection content that you provide. Prompt users with a
customized set of answers, and capture their feedback in your Salesforce org. Use the Salesforce Case Deflection Reporting Package for
Experience Builder sites to build reports about the effectiveness of your deflection content. Reports help you plan your content strategy
with the support of real data.
1. Select the Deflection Tracking component, and drag it onto any Feed Detail, Question Detail, or Article Detail page. Avoid placing
the component in the template header or footer of the page. Doing so causes the component to appear on all pages.
Property Details
Question Label Enter a prompt that asks users if they’re satisfied with the suggested content. Default text is:
Did this information resolve your issue?.
Show confirmed Select to include a confirmed deflection button that users click to confirm that the information
deflection button resolved their issue.
Confirmed Deflection Enter a label for the confirmed deflection button. Default text is: Yes.
Button Label
Show potential Select to include a potential deflection button that users click to show that the information
deflection button possibly resolved their issue.
Potential Deflection Enter a label for the potential deflection button. Default text is: Maybe.
Button Label
Show unsuccessful Select to include an unsuccessful deflection button that users click to show that the information
deflection button didn’t resolve their issue.
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Property Details
Unsuccessful Enter a label for the unsuccessful deflection button. Default text is: No.
Deflection Button
Label
Thank You Message Enter a message thanking the user for their response. Default text is:Thanks for your
Label feedback!.
3. Publish the page.
Example: Sample Deflection Tracking component set up in Experience Builder:
Sample Deflection Tracking component in viewable user page:
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Install the Salesforce Case Deflection Reporting Package to see how well the Deflection Tracking component actually deflects cases from
being created. Use the Community Case Deflection Metrics dashboard to get metrics on potential and confirmed case deflections and
the most helpful articles and discussions.
SEE ALSO:
Case Deflection
Community Case Deflection Metrics Dashboard and Reports
Ask Button
Tableau CRM Dashboard

Use the Tableau CRM Dashboard component to add Tableau CRM to your site's pages.
1. Select the Tableau CRM Dashboard component in the page you’re configuring.
Property Details
Dashboard Select an available dashboard from the dropdown list.
Height Specify the height of the dashboard, in pixels. The default is 300.
Filter Add selections or filters to apply to the dashboard when it appears on the page at runtime.
You can filter dataset fields by variables or specified values. For filtering on dimensions, use
this syntax:
{'datasets' : {'dataset1': [ {'fields': ['field1'],
'selection': ['$value1', '$value2']}, {'fields': ['field2'],
'filter': { 'operator': 'operator1', 'values': ['$value3',
'$value4']}}]}}
For filtering on measures, use this syntax:

{'datasets' : {'dataset1': [ {'fields': ['field1'],
'selection': ['$value1', '$value2']}, {'fields': ['field2'],
'filter': { 'operator': 'operator1', 'values':
[[$value3]]}}]}}
datasets takes dataset system names which are found in the left panel of the edit page for
a dataset. (If your org has namespaces, include the namespace prefix and two underscores
before the dataset system name.)
fields takes dimensions or measures in the dataset. To find the names, click the Explore icon
to open the widget, select Show SAQL from the Options menu.
values can be specific values or fields in a Salesforce object To find the name of a field, go to
Setup, locate the object you want, and select Fields. Use the Field Name (also known as the
API name). For custom fields, use the name with "__c" at the end.
With the selection option, the dashboard is shown with all its data, and the specified
dimension values are highlighted. The selection option can be used alone or with the filter
option. Selection takes dimension values only. To use this option, the dashboard must include
a list, date, or toggle widget that groups by the specified dimension.
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Property Details
With the filter option, the dashboard is shown with only filtered data. The filter option can
be used alone or with the selection option. Filter takes dimension or measure values.
Use operator with the filter option. Supported operators for dimensions: in; not in; matches
Supported operators for measures: = ; >= ; > ; <= ; <.
Show Sharing Icon Add the Share icon on the dashboard. When this option is selected, users can click the icon
to open the Share dialog, where they can post to Chatter and download images and data. To
show the Share icon, the minimum dashboard height is 612 pixels. Default is false.
Show Title Control the visibility of the dashboard title. When this option is selected, the dashboard’s title
appears above the dashboard. Default is true.
Show Header Control the visibility of the dashboard header. When this option is selected, the dashboard is
displayed with a header bar that includes the Open in Analytics icon, the date and time that
the dashboard’s data was updated, and the dashboard views menu. Note that the header bar
also appears if either Show Sharing Icon or Show Title is selected.
Open Links in New Specify where links from the dashboard to other assets are opened. When this option is
Windows selected, links open in new windows. When this option isn’t selected, links open in the same
window. Default is true.
Hide On Error Control whether or not users see a dashboard that has an error. When this option is selected,
if the dashboard has an error, it won’t appear on the page. When this option isn’t selected,
the dashboard appears but doesn’t show any data. An error can occur when a user doesn't
have access to the dashboard or it has been deleted. Default is false.
Example: Tableau CRM Dashboard component:
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Einstein Predictions
The Einstein Predictions component lets users display predictions and recommendations for a
USER PERMISSIONS
standard or custom object on an Experience Builder site page.
After a model is deployed, you can use it to display predictions and recommendations for a standard To add the Einstein
or custom object on an Experience Builder site page. Predictions component to an
Experience Builder site page
1. In Experience Builder, open the Experience Builder site page to which you want to add a
prediction. Experiences AND
2. Drop the Einstein Predictions component where you want it on the page. • Is a member of the site
3. In the component configuration panel, use the Prediction lookup to find and select the To view predictions on a site
prediction you want to embed in the site page. page
4. Optionally, configure other settings for this prediction as well. • View Einstein Discovery
Recommendations
Setting Description
Prediction Search for a list of any predictions (deployed models) to which you
have access.
Show Prediction Label Select this checkbox to show the prediction label.
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Setting Description
Title Descriptive label for the prediction.
Show title Select this checkbox to show the title.
Prediction score unit Unit of measure for the prediction. Examples:

• Currency for money-based predictions
• % for probability-based predictions
• time interval for time-based predictions (hours, days, weeks, and so on)
Unit precedes score Select this checkbox to show units preceding the prediction, such as currency symbols. By
default, units follow the prediction.
Positive prediction label Label to display when the prediction is higher than the threshold in a binary classification
model. Examples: Win, Retain, Success, and so on.
Negative prediction label Label to display when the prediction is lower than the threshold in a binary classification model.
Examples: Loss, Churn, Fail, and so on.
Show top predictors Select this checkbox to show the predictors with the highest impact on the prediction.
Collapse details Select this checkbox to show top predictors but hide other details.
Include link to model card Select this checkbox to show the Learn about this model link that users can click to see the
model card associated with this prediction.
Show improvements Select this checkbox to show Einstein Discovery suggestions on how to improve the predicted
outcome.
Number of improvements to show Set the maximum number of improvements returned on the prediction card.
Improvement threshold Specify a number to display only improvements that impact the predicted outcome by this
percentage percentage or higher.
Show values for predictors Select this checkbox to show the impact value next to predictors and recommendations.
Show prediction warnings Select this checkbox to show user warnings, such as:
• missing fields that are required for the model
• field values that are outside of the valid range used to build the predictive model
Calculate prediction as a date Select this checkbox to show time-based predictions as based on a relative start date plus an
offset value (the original prediction result).
Start calculating date Select the date field to use for when to start calculating the predicted date.
prediction from
Time period Select the unit for the offset value (original prediction result) used to calculate the predicted
date.
• Minutes
• Hours
• Days
• Weeks
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Setting Description
• Months
Predicted date format Select how to display the predicted date.

• Time Remaining formats the prediction according to the selected Time period.
• Specific Date formats the prediction as a date according to the logged-in user’s locale
settings.
Show prediction history Select a reference point to display score history:

starting from • Last change
• Last week
When a user views this site page, predictions are updated in real time. No writeback to Salesforce is needed.
Engagement
The Engagement component displays charts related to member engagement in the Chatter group.
The Engagement component is visible only to users who have reporting permissions in orgs that have group engagement. You can also
choose to make the component visible only to group managers.
1. Select the Engagement component in the page that you’re configuring.
Property Details
Group ID The group’s ID. Typically, this field is populated when the page loads.
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Example:
Expanded Category Navigation

The Expanded Category Navigation component organizes articles based on a hierarchy of categories.
Users can select a top-level category and then view the related categories and subcategories as they’re browsing for articles. Then they
can click the child category to view the articles that are associated with it. For long lists of categories, users can expand the list to view
all of the categories and then collapse it to make it more compact.
1. Select the Expanded Category Navigation component in the page you’re configuring.
Property Details
Properties.
Title If you’d like to display another name for the top-level data category, enter the text in this field.
For example, if the top-level category name is Desserts, you can change the text to Easy
Dessert Recipes. The text you enter in this field appears only as the title of the page.
You aren’t changing the name of the category in navigation breadcrumbs or anywhere else
Max Number of Specify the to limit the number of child categories to display for each parent category. The
Sub-Categories default is 3.
Max Number of Specify the maximum number of parent categories to display in the page. The default is 10,
Categories but there is no restriction on the number of parent categories you can display.
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Example: Sample Expanded Category Navigation component:
SEE ALSO:
Featured Data Categories

The Featured Data Categories component displays a group of data categories, with an image and title showing for each data category
within the specified group. Images help your users select which group of articles they’d like to browse.
Before you begin, first upload image files to the Assets folder on the Overview tab of Site.com Studio. The recommended frame size for
this image file is 480 x 480 pixels. The recommended file size is up to 400 KB.
Use the convention <datacategoryname>-<size>.<filetype> to name the image files, so that the system associates the
correct image file with the data category of the same name. For Featured Data Categories, the file names for your images must match
exactly the name of each data category and include a notation for square images (s):
<datacategoryname>-s.jpg
For example, for a data category with the name Desserts, the corresponding square image file is named Desserts-s.jpg.
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Tip: Salesforce recommends .jpg format for image files and .png format for graphic art. To increase the speed at which pages
load, use progressive JPEG compression whenever possible.
1. Select the Featured Data Categories component in the page you’re configuring.
Property Details
Number of Data Type the number of data categories to display from the group. Categories display in the order
Categories listed in the data categories group.
Category Image URL Specify the relative URL to display the image associated with each data category using the
expression {!Global.PathPrefix}/{!DataCategory.Name}.jpg.
The expression maps directly to <datacategoryname>-<size> and displays images
for the data categories in the order in which they are listed in the data category group.
For subfolders, use the expression {!Global.PathPrefix}/<Name of the
Subfolder>/{!DataCategory.Name}.jpg. For images from another source, use
http://<other source>/{!DataCategory.Name}.jpg.
Title Enter the title text for the list of featured data categories.
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Example: Sample Featured Data Categories component:
SEE ALSO:
External Account Hierarchy List Card

The External Account Hierarchy List card displays child and parent nodes within an external account hierarchy in list form. The hierarchical
order of the accounts is represented by nested rows.
When you enable Enable External Account Hierarchy in Settings, external account hierarchies are available in your org.
1. Select the External Account Hierarchy List Card component on the page you’re configuring.
Property Details
Hierarchy Type The type of hierarchy that account are added to. The available values are Partner and
Customer.
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Example: Sample External Account Hierarchy component:
Featured Search
The Featured Search component lets your users search for articles within a specified data category. When a user types in the search text
box, the system returns articles and search strings based on matches with the characters being typed. You can customize the search to
display an image for the data category in which the user is searching.
Before you begin, first upload image files to the Assets folder on the Overview tab of Site.com Studio. The recommended frame size for
Featured Search component images is between 1280–2560 pixels wide by 175 pixels high. Images with an aspect ratio of 3:1 (wide and
relatively short) provide the best results. The recommended file size is up to 1 MB.
Use the convention <datacategoryname>-<size>.<filetype> to name the image files, so that the system associates the
correct image file with the data category of the same name. For Featured Search, the file names for your images must match exactly the
name of each data category and include a notation for wide images (w):
<datacategoryname>-w.jpg
For example, for a data category with the name Desserts, the corresponding wide image file is named Desserts-w.jpg.
Tip: Salesforce recommends .jpg format for image files and .png format for graphic art. To increase the speed at which pages
load, use progressive JPEG compression whenever possible.
1. Select the Featured Search component in the page you’re configuring.
Property Details
Placeholder Text Enter the text that appears in the search bar. The default text is What would you like
to know?
Properties.
Disable Background Select the checkbox if you don’t want to display the background image for the category. The
Image search box becomes smaller and more compact.
Max Number of Auto Enter the number of search queries to return per match.
Query Suggestions
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Property Details
Max Number of Article Enter the maximum number of articles to return per match.
Title Match Results
Category Image URL Specify the relative URL to display the image associated with each data category using the
expression {!Global.PathPrefix}/{!DataCategory.Name}.jpg.
The expression maps directly to <datacategoryname>-<size> and displays images
for the data categories in the order in which they are listed in the data category group.
For subfolders, use the expression {!Global.PathPrefix}/<Name of the
Subfolder>/{!DataCategory.Name}.jpg. For images from another source,
use http://<other source>/{!DataCategory.Name}.jpg.
Example: Sample Featured Search component:
SEE ALSO:
Featured Topics
The Featured Topics component lets you place your Experience Builder site’s designated featured topics and the images that represent
them on any page.
1. From the Components list, select the Featured Topics component and drag it onto a page.
2. On the page, select the Featured Topics component.
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Property Details
Title Enter a title for the featured topics area. The default text is Featured Topics.
Show Title Check to show the title. Clear to hide the title.
Overlay Color The color to use as a wash over the tile background color. In the property’s rgba field, the
default is 0,0,0,0.4.
Overlay Hover Color The color to use as a wash over the tile background color when a user mouses over the tile.
The link icon indicates that the value is taken from the site’s theme.
In Builder, you can test your hover color in Preview mode.
Border Radius Slide to adjust the curve of featured topic tile borders.
Note: If the component is in a narrow container, a round radius tends to look more
oval.
If you set border radius to 50, very round, we recommend that you set Text Position to left,
right, or center. The text background color is always rectangular, and placing text at
the top or bottom of a circular tile truncates the background.
Text Color Set the color of labels on featured topic tiles.
Text Hover Color Set the color to use for a label when a user mouses over the tile.
Text Background Color Set the color to use for the tile background when it’s inactive. In the property’s rgba field, the
default is 0,0,0,0.
Text Background Hover Set the color to use for the tile background when a user mouses over the tile. In the property’s
Color rgba field, the default is 0,0,0,0.
Max Text Background Move the slider to control the width of the text background color. Width percentage is set
Width against the full width of the tile. So 100% is the full width of the tile, rather than the full width
of the browser page or the featured topic component.
No matter what percentage you set, the text background width is always wide enough to
support that label that sits on it.
Text Position Select where to place text on a featured topic tile.

• Top Left
• Top Center
• Top Right
• Left
• Center
• Right
• Bottom Left
• Bottom Center
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Property Details
• Bottom Right
Text Alignment Set alignment of text within the text background. Select Center, Left, or Right.
Note: Alignment changes can be less noticeable when text background is narrow or
text is positioned at the top or bottom of the tile.
Example: Featured Topics on the Topic Catalog page.
SEE ALSO:
Set Up Featured Topics
Feed
The Feed component displays a feed of all record or group interactions, including posts, questions, system updates, and attachments.
Use the Feed component to add a feed to a record, topic, group, user profile, or site discussion. The component provides a chronological,
filterable list of posts made with the Feed Publisher component. Users who click a post’s timestamp are directed to an expanded view,
which shows the post and all its related comments.
Comments and attachments on posts appear inline below the post for desktop and tablet users.
1. Select the Feed component in the page you’re configuring.
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Property Details
Feed Type Select the type of feed you’d like to place on your page. Types include:
• Group or Record—Group or Record feed shows everything that is posted to a
selected group or record, like an account or opportunity.
• Discussion—Discussion feed shows everything that is posted to Navigational Topics.
• My Feed—Shows feed items that are tagged with a topic, or a person or record that
you follow. My Feed also shows all of your personal site activity. You see all shared feed
items unless another person shared the item with a group that you aren't a member of.
With public groups, you see the feed item that you shared despite not being a member.
• Topic—Topic feed shows everything that is posted to a selected topic.
• User Profile—User Profile feed shows everything that is posted for user profile
feeds.
• Bookmarks—Bookmarks feed shows everything that is posted for a selected bookmark.
Search isn’t supported on the Topic feed type. If you plan to make your feed searchable,
select the Group or Record feed type.
Record ID The feed item ID. Typically, this field is automatically populated when the page loads. Leave
this field blank if you pick the Discussion or My Feed options in Feed Type.
Default Filter For feed entries that you want your site members to see, select the default filter.
Default Sort Order The default sort order for the Discussion and Topic feed types. Presents site members
and guests with the initial experience that you intend. If users choose to change the sort order
in their view, their selection sticks.
Post Style Choose to expand or collapse post comments by default.
Let members search Choose to let site members search an individual feed.
feeds Search isn’t supported on the Topic feed type.
Let members sort feeds Choose to let site members sort a feed. When sorting is enabled, members can sort a feed by
the latest posts or most recent activity.
Example:
Note: Users who unfollow topics, users, or records stop seeing posts regarding those topics users or records from the time
they unfollow. Older posts about those topics, users, or records are still visible on the feed.
Sample Feed component
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Each feed type comes with a set of filters for limiting what’s shown in the feed. This table lists and describes filter types, and it pairs
filters with the feeds where they’re available.
Note: The Bookmarks feed doesn’t have any filters.
Filter Name Description Feed Types

All Updates Shows all posts in a feed. No comments • Group or Record
are show. Click a post's date and
• My Feed
timestamp to navigate to its detail view.
The detail view includes all comments on • User Profile
the post.
All Questions Shows all the questions in the feed. • Discussion

• Group or Record
• My Feed
• Topic
Questions with Best Answer Shows all questions with an answer that • Discussion
is marked as best.
• Group or Record
• My Feed
• Topic
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Filter Name Description Feed Types

Questions with No Best Answer Shows all questions with answers, none • Discussion
of which is marked as best.
• Group or Record
• My Feed
• Topic
Unanswered Questions Shows the questions that aren’t answered. • Discussion
• Group or Record
• My Feed
• Topic
SEE ALSO:
Feed Compact
Use the Feed Compact component to add a compact, scannable version of a feed to an object. Object types that take a compact feed
include a record, a topic, a group, a user profile, or an overall site discussion. Feed Compact only shows questions in a feed, and is only
recommended if the only feed type used is a question. The component provides a chronological list of questions made with the Feed
Publisher component.
Compact feeds initially show only parent-level feed posts. Clicking a post takes you to the expanded post and all its related comments.
1. Select the Feed Compact component in the page you’re configuring.
Property Details
Show Views Select to show the number of times an item is viewed . A view is counted when an item
is liked, commented on, or its detail view is opened. Clear to hide the view count.
Show Likes Select to show the number of likes for each post. Clear to hide the number of likes.
Show Comments Select to show the number of comments for each post. Clear to hide the number of comments.
Compact Feed Type Select the object or context you want to associate this feed with.
Discussion—Shows all questions tagged with a navigational topic, for example #Q4wins.
Users don’t have to follow a navigational topic to see it in the discussion. And feed items that
discuss the topic but don’t have the tag don’t appear in the discussion, even to users who
follow the topic. Shared feed items appear in a Discussion feed only if the question posted
with the shared item (the share message) includes the topic tag. Even if the shared item has
a tag, it doesn’t appear in the feed if the tag isn’t included in the share message.
• Group or Record—Shows all questions created on a record or in a group.
• My Feed—Shows questions that are tagged with a topic, or person or record that you
follow. My Feed also shows all questions related to your personal site activity. You see all
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Property Details
shared feed items unless another person shared the item with a group that you aren't a
member of. With public groups, you see the feed item that you shared despite not being
a member.
• Topic—Shows all questions that are tagged with the topic. Shared questions appear in
a Topic compact feed only if the message posted with the shared item (the share message)
includes the topic tag (for example, #Q4wins). Even if the shared item has a tag, it
doesn’t appear in the feed if the tag isn’t included in the share message.
• User Profile—Shows your personal site activity in terms of questions.
• Bookmarks—Shows questions that you bookmarked.
Entity Id The feed item ID. Typically, this field is automatically populated when the page loads. Leave
this field blank if you pick the Discussion or My Feed options in Compact Feed Type.
Default Sort Order The default sort order on a feed. Presents site members and guests with the initial experience
that you intend. If users change the sort order in their view, their selection sticks.
Example:
Note: Users who unfollow topics, users, or records stop seeing posts regarding those topics users or records from the time
they unfollow. Older posts about those topics, users, or records are still visible on the feed.
Sample Feed Compact component
Feed Compact comes with a set of filters for limiting what’s shown in the feed. This table lists and describes Feed Compact filter
types.
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Filter Name Description

All Questions Shows all questions in a compact feed.
No answers are show. Click a question or
its date-and-time stamp to navigate to its
detail view. The detail view includes all
answers to the question.
Unanswered Questions Shows all questions that aren’t answered.
Questions with No Best Answer Shows all questions with answers, none
of which is marked as best.
Questions with Best Answer Shows all questions that have an answer
that’s marked as a best answer.
SEE ALSO:
Feed History
The Feed History component displays the number of posts per day in the past 30 days.
The Feed History component is visible only to users who have reporting permissions in orgs that have group engagement. You can also
1. Select the Feed History component in the page that you’re configuring.
Property Details
Example:
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Feed Post & Comments

The Feed Post & Comments component shows the detailed view of an individual post, comment, or question in the site feed. For
questions, it includes the question, all the answers to that question, and an indication if it was escalated to a case.
Note: Before Spring ‘16, this component was named Feed Item Detail.
Only users who are logged in can post an answer to a question. Users can attach a file to a question or answer post by clicking the
paperclip icon. They can choose to Select a File from files already uploaded to the site or Upload a File from the user's local drive.
Once an answer is posted, users can click at the top right corner of the post to edit, bookmark, delete, or flag the post. Also, users
can edit the topics associated with the post. The editing and flagging features must be enabled for the site.
1. Select the Feed Post & Comments component in the page you’re configuring.
Example: Sample Feed Post & Comments component:
SEE ALSO:
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Feed Publisher
The Feed Publisher component lets customers create rich text posts on records, groups, topics, and profiles, and attach files from any
of their devices. It also supports multiple file attachments, inline images, and rich link previews. The Feed Publisher component isn’t
supported for articles.
The Feed Publisher offers a way to add content to a site feed. It works together with the Feed and Feed Compact components. When
site members create posts using the Feed Publisher, the posts are displayed in the related Feed or Feed Compact component on the
page.
Note: The way the Feed Publisher component appears in Experience Builder mobile preview mode can differ from the way it
appears in display mode. For example, let’s say in Setup an admin adds actions to the global publisher layout. They add New Task,
New Event, and Log a Call. Those actions appear in preview mode for both the desktop and mobile views of the publisher. But,
after you publish your changes, the actions appear only in the desktop view, not in the mobile view. Only the Post action is available
in both views.
By default, the Feed Publisher lets users attach any supported file type up to 2 GB per file. For best performance, inline images up to 25
MB per image are recommended. Inline images over 25 MB appear at full size, and can be slow to load.
Note: Copying inline images from external sources and pasting them into the text editor is not supported.
1. Select the Feed Publisher component in the page you’re configuring.

Property Details
Type Select the type of feed publisher you’d like to place on your page. To use global publisher
actions defined in your Salesforce organization, choose Global. To use an object-specific
publisher layout, choose Record.
For example, use Record if you want to add the publisher to a custom group detail page. Use
the publisher actions that are included in the group publisher layout for your org.
Record ID The feed item ID. Typically, this field is automatically populated with the record ID when the
page loads. Leave this field blank if you pick the Global feed publisher type.
Publisher Layout Choose if you’d like to see the wide or narrow feed publisher layout design.
Design
Example: Sample Feed Publisher component, wide layout
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Example: Sample Feed Publisher component, narrow layout
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Example: Sample feed post with inline image
SEE ALSO:
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Files List
Use the Files List component in the Customer Service template to give site members a convenient place to view and manage their files.
Members can upload, sort, and filter files using the files list. Clicking a file opens the file previewer, where members can upload a new
version, download, and delete the file. Filters in the left sidebar show different selections of files. The Libraries filter shows files from
Salesforce CRM Content libraries, and Files Connect users can see their external libraries under External Sources.
Note: A preview thumbnail is an easy way to find files in mobile and tablet views. A thumbnail view is not yet available for desktop.
1. Select the Files List component in the page you’re configuring.

Property Details
Files List Modify the number of records that display in the window, from 10 to 100. A scrollbar appears
to let users scroll to see more records
Example: Sample Files List component, wide layout
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Flow
Flows automate business processes to collect, update, edit, and create Salesforce information. With
USER PERMISSIONS
the Flow component in Experience Builder, you can add flows to your pages. Add the Flow
component to your site pages just like any other component. To create an Experience
Cloud site:
Note: • Create and Set Up
• Flows in Experience Builder sites are supported through the Flow and Suggested Actions Experiences AND View
components. Setup and Configuration
• Flow creators can overwrite error messages with their own content. To customize an Experience
Cloud site:
1. Build a flow in Flow Builder. • Be a member of the site
2. Activate the flow. AND Create and Set Up
Experiences
3. Drag the Flow component into position on your site page.
• OR
AND an experience
Cloud site:
Experiences
• OR
AND an experience
that site
To run a flow in an
Experience Builder site
• Run Flows
4. In the property editor, select the flow you want to use and any other properties.
Flow
Only active screen flows are available. Flows that were built in the Desktop Flow Designer aren’t supported.
Layout
By default, flows display in one column.
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Note: If a screen contains a Section screen component, that screen ignores the Layout property.
Input variables
If you see other properties, they are the flow’s input variables. Variables appear only if they allow input access.
Pass record ID into this variable
This option is available only for Text input variables in Record pages. For simplicity, we recommend passing the ID to only one
variable.
For example, when this component is embedded in an Opportunity Record page, at run time the component passes the
opportunity’s ID into the selected input variable.
Example: Here’s a flow called Survey customers in a site.
SEE ALSO:
Build a Flow
Two-Column Flow Considerations
Customize the Error Message for Running Flow Users (Best Practice)
Lightning Aura Components Developer Guide: Create Custom Component for Guest User Flows
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Allow Guest Users to Access Flows

Allow guest users to access flows within a site to create multi-part registration forms, decision trees,
EDITIONS
and conditional screens tailored to unauthenticated users. Flows give your guest users more flexibility
to accomplish tasks and provide information before they have to register. Available in: Salesforce
To allow guest user access from Experience Builder: Classic and Lightning
Experience.
1. Go to Settings.
2. On the General tab, select Public can access the site and then click the guest user profile. Available in: Enterprise,
3. Under System Permissions, turn on the Run Flows permission. and Developer editions.
Note: The Run Flows permission is removed from new orgs starting in the Winter ‘21
release for the Guest User and Experience Cloud External User profiles. The permission USER PERMISSIONS
will be removed from all orgs starting in the Summer ‘22 release. To avoid future access
issues, we recommend updating your existing sites to the new permission structure To create, customize, or
before the Summer ‘22 release. For more information, see How Does Flow Security Work? publish a site:
Note: To use Guest User Flows for login or self-registration, demonstrated in the example Experiences AND View
below, a developer must create a Lightning component that implements
lightning:availableForFlowsScreens. They must also create an Apex controller
for that component that uses the API exposed on the site object.
To add a flow to your login page from Experience Builder:
1. Go to the Login page and add the Flow component.
2. In the properties panel, select a predefined flow and a layout.
3. Edit the audience and assign it to Guest.
4. Delete the Login Form component.
SEE ALSO:
Lightning Aura Components Developer Guide: Create Custom Component for Guest User Flows
Follow Button
The Follow Button component lets users follow topics, articles, and other users.
In the Page Editor, you can configure the follow button component on the User Profile, Article Detail, and Topic Detail pages. This
component lets users follow other users, articles, or topics. When a user views their own profile, the button isn’t visible because users
can’t follow themselves.
Each button instance supports its own property values. So, if you have two Follow buttons on a page, the values on each button are
unique to that button. You can configure buttons to use the values you defined in your theme so that they all look the same. But each
button instance remains unique.
1. Select the Follow Button component in the page you’re configuring.
Property Details
Followed Record ID The system supplies this value. Don’t update this field.
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Property Details
Allow email Select to let user’s receive email notifications for topic activity.
notifications on
topics
Button Text Color Set the color of text that’s used for the button label.
in the theme.
Button Text Hover Set the color of text that’s used for the button label when a member mouses over the button.
Color In Builder, you can test your hover color in Preview mode.
Color
Hover Color In Builder, you can test your hover color in Preview mode.
width of the container the button sits in. So 100% is the full width of the container, rather
Button Alignment To set the horizontal alignment of a button within its container, select Center, Left, or
Right.
Example:
Note: Turn on Feed Tracking for each article type you want members to follow.
SEE ALSO:
Global Search Box

The Global Search component lets you expose global search in your site. Let your users search for any object available to them.
Autocomplete search results are based on the most recently used objects and records by the user, same as global search in your org.
The search accounts for partially matching terms and non-adjacent terms.
1. Select the Global Search Box component in the page you’re configuring.
In the Partner Central template, for example, this box is on the Home page.
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Property Details
Placeholder Text for Specify the text that appears in the search box. The default text is Search...
Search Field
Objects in Click Add to add searchable Salesforce objects to your site’s autocomplete results. To edit an
Autocomplete Results object, click the object name. In the edit window, you can change to another type of object
and you can mark the object as Publicly available. To select a different object type, click the
object name and select from the list. To make results of that object type available to guest
users, select Publicly available.
Maximum Autocomplete Enter the maximum number of autocomplete results displayed to the user during a search.
Results The default is 5.
Example: Sample Global Search Box component in Partner Central:
SEE ALSO:
Enable Search Autocomplete for Guest Users
Global Search for Peer-to-Peer Communities

Global Search for Peer-to-Peer Communities lets your users search for articles, discussions, and any object available to your site members
and made searchable. The component is separate and distinct from the overall header, making it easy to customize to a site’s needs.
Autocomplete search accounts for partially matching terms and non-adjacent terms.
1. In the page that you’re configuring, select the Global Search for Peer-to-Peer Communities component.
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Property Details
Placeholder Text for Enter the text that appears in the search box. The default text is Search...
Search Field
Autocomplete Search Click to expand the section with autocomplete search properties.
Use autocomplete in Select to let users see suggested search results as they type search terms.
searches
Maximum Autocomplete Enter the maximum number of suggested results displayed on each tab during a search. The
Results default is 6. An equal number of questions, articles, and objects is displayed in the combined
results tab. If a type doesn’t have enough results, results of other types are displayed to reach
the maximum number. This functionality is available only in the Winter '16 and later versions
of Experience Builder templates.
Limit autocomplete Select to show only discussions and articles in autocomplete results.
search results to
Discussions and
Articles
Ask Experience Click to expand the section with properties regarding asking the site.
Show footer during Select to display the footer that gives members an option to ask the site a question.
search
Post to Ask the Enter the text that invites users to post a question to the site or to customer support. The
Experience default is: Don’t see what you're looking for?
Create Your Question Enter the text that users click to ask a question. The default is: Ask a question.
Prompt
Create Your Sign-In Enter the text that directs users to a login page before they ask a question. The default is: Sign
Prompt in to ask a question.
Allow members to add Select to show a topic area at the bottom of the question and to allow members to add topics.
topics
Expand Details section Show the full question Details section. Users can collapse and expand this section as they
by default choose.
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SEE ALSO:
Global Search Results

The Global Search Results component displays search results from across the site. The results shown are based on search terms entered
in the Search Publisher and can be displayed in one list or in multiple tabs.
1. Select the Global Search component.
Property Details
Search Term The system supplies this search term to search across the site.
Show the All results To show search results in one list under All, check the box.
tab
Allow search results To allow search result filtering, check the box.
filtering
Object Add or remove tabs to customize which lists search results are displayed in.
Publically Available To make the object publicly available for all users, including Guest users, check the box.
Show search results For Discussions objects only. To show expanded search results from all Chatter feeds, check
from all feeds, the box. Search results from all feeds use the expanded feed, rather than the compact feed.
including questions,
posts, and comments
Important: To allow your users to find a custom object’s records when they search, in Salesforce setup create a custom tab
set to Default On or Default Off. Creating a custom tab enables the custom object's Allow Search setting.
Example:
Note: To see results from all feed types in a site (including questions and posts on records), select the Show search results
from all feeds, including questions, posts, and comments option on the Discussions tab.
Global Search Results shown in the site:
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Note: In a B2B Commerce store, when configuring the types of results to return with a Global Search, don't include Product2 type
objects. Global Search doesn't respect the store's user entitlements. So buyers could see products that they're not entitled to see.
The Results Layout component respects user entitlements. You can use Results Layout for products and Global Search for things
like cases, articles, and feeds.
SEE ALSO:
Set Up and Manage Salesforce Search
Troubleshoot Common Search Issues
Group
The Group component displays all the content in a group using a single composite component. It includes the group banner, which
includes the member and owner actions, the group feed, description, and related lists (group members and files).
When you add groups to your site navigation menu, clicking the Groups item directs site members to a list of groups. Clicking a group
in the group list loads the Group Detail page, which uses this component by default.
Note:
• Add the Add Member action to the group publisher for users to access it from the banner.
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• For optimal display, choose a wide column width when using this component on a custom page.
1. Select the Group component on the page you’re configuring. By default, this component is located on the Group Detail page.
Note: You must have at least one group in your site to view the Group Detail page and modify its components.
Property Details
Group ID The ID of the group. This value is automatically populated when the group is displayed.
Feed Tab Label The label used for the group feed tab on mobile devices. The default text is Feed. The label
you specify here doesn’t affect labels on desktop browsers.
Details Tab Label The label used for the group details tab on mobile devices. The default text is Details. The
label you specify here doesn’t affect labels on desktop browsers.
Related Tab Label The label used for the related lists tab on mobile devices. The default text is Related. The
label you specify here doesn’t affect labels on desktop browsers.
Example:
Warning: Avoid spamming new group members in a community, especially if you are adding group members en masse.
Deselect the following org-wide Chatter email notifications: Allow Emails and Allow Posts via Email. Access these settings
by searching Email Settings in the Quick Find search box in Salesforce Setup.
Sample Group component:
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Note: The Group component is optimized to be responsive across all devices. If you want more control over the placement of
group content, you can use separate components to create a custom layout. Use the Group Banner, Group Detail, Group Related
List, Feed Publisher, and the Feed or Feed Compact components to create a custom group page. However, creating a custom
group page does not guarantee optimal display and responsiveness across desktop and mobile devices.
SEE ALSO:
Group Banner
Use the Group Banner component on custom group detail pages for your site. This component displays the group name, the group
photo, the Join Group and Leave Group buttons, and other action buttons for group owners, managers, and members.
Use the Group Banner component with the Group Detail, Group Related List, Feed Publisher, and the Feed or Feed Compact components
to create a custom group detail page. Creating a custom group detail page does not guarantee optimal display and responsiveness
across all desktop and mobile devices. We recommend using the Group component instead, which is a single composite component
that displays all of this content.
Note:
• Add the Add Member action to the group publisher for users to access it from the banner.
• For optimal display, choose a wide column width when using this component.
1. Select the Group Banner component on the page you’re configuring.
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Property Details
Example: Sample Group Banner component
SEE ALSO:
Group Detail
Use the Group Detail component on custom group detail pages for your site. This component displays the content from the group
description and information fields along with the name of the group owner.
Use the Group Detail component with the Group Banner, Group Related List, Feed Publisher, and the Feed or Feed Compact components
1. Select the Group Detail component on the page you’re configuring.
Property Details
Header label The label for the group details section. Affects both the desktop and mobile view.
Example: Sample Group Detail component
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SEE ALSO:
Group Related List

Use the Group Related List component on custom group detail pages for your site. This component displays the group files, members,
and records.
Use the Group Related List component with the Group Banner, Group Detail, Feed Publisher, and the Feed or Feed Compact components
1. Select the Group Related List component on the page you’re configuring.
Property Details
Example: Sample Group Related List component
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SEE ALSO:
Headline
The Headline component gives you customizable headline text and text banner with inline links to pages that show discussions, topics,
and articles. It also displays an icon to the left of the banner that identifies the content as an article or a discussion when either is selected.
1. Select the Headline component in the page you’re configuring.
Property Details
Title Enter the static text for the page’s headline. The default text for the page is Welcome!.
Banner Text Enter the static text that appears on the home page. The default text is A place where
you can easily find solutions and ask questions.
Page Type Enter the type of content that the page displays in this page. Type either article, topic,
or discussion to retrieve the title of the page and display an icon identifying the type
of page the user is viewing.
Note: When Page Type is set to article, the Headline component is hidden
in the mobile view. If you want to show the Headline component, you may need
custom CSS.
Unique Name or ID The system retrieves the ID from the URL of the question or article when it’s selected.
Banner Text with Enter the static text and link text that lets users select a page that shows articles or discussions.
Articles and This text and links in this field appear on the page when Salesforce Knowledge is enabled and
Discussions set up in your organization. You can translate and change the value of each component, but
not the position of the component.
Explore other <a href="javascript:void(0)"
class="headlineArticles">articles</a> and <a
href="javascript:void(0)"
class="headlineDiscussions">discussions</a> on this topic
Banner Text with Enter the static text and link text that lets users select a page that shows discussions only. This
Discussions text and link in this field appear on the page when Salesforce Knowledge isn’t enabled in your
organization. You can translate and change the value of each component, but not the position
of the component.
Explore other <a href="javascript:void(0)"
class="headlineDiscussions">discussions</a> on this topic
Show Subtopics Below the headline, displays links to topics that are children of the current topic. (On mobile
devices, these links appear in a Subtopics menu.)
Only navigational topics support parent-child relationships.
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If you have set up navigational subtopics, change the following properties in the property editor to populate topic and subtopics
dynamically on the topic detail page:
Property Details
Title Enter {!topicName} to retrieve and display the topic name on the topic detail page.
Page Type Enter topic as the page type.
Show Subtopics Select this option to display subtopics.
Example: Sample Headline component:
SEE ALSO:
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HTML Editor
The HTML Editor component lets you create and edit custom content in HTML.
EDITIONS
1. In Experience Builder, drag the HTML Editor component from the Components panel onto the
page. Available in: Salesforce
orgs) and Lightning
Experience

USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
2. Add and format HTML content. builder in that site
Cloud site:
Experiences
OR
AND an experience
that site
The HTML Editor component supports the following HTML tags and attributes. Any exceptions are flagged in your markup.
Tags: a, abbr, acronym, address, area, b, basefont, bdo, big, blockquote, br, button, caption, center, cite, code, col, colgroup, dd, del,
dfn, dir, div, dl, dt, em, fieldset, font, form, h1, h2, h3, h4, h5, h6, hr, i, iframe, img, input, ins, kbd, label, legend, li, map, menu, ol,
optgroup, option, p, pre, q, s, samp, select, small, span, strike, strong, sub, sup, table, tbody, td, textarea, tfoot, th, thead, tr, tt, u, ul,
var, xmp
Attributes: abbr, accept, accept,-charset, accesskey, action, align, alink, allowfullscreen, alt, autocomplete, axis, background, bgcolor,
border, cellpadding, cellspacing, char, charoff, charset, checked, cite, class, classid, clear, code, codebase, codetype, color, cols, colspan,
compact, content, coords, data, datetime, declare, default, defer, dir, disabled, download, enctype, face, for, frameborder, frameborder,
headers, height, href, hreflang, hspace, http-equiv, id, ismap, label, lang, language, link, list, loop, longdesc, low, marginheight,
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marginwidth, max, maxlength, media, method, min, mozallowfullscreen, multiple, name, nohref, noresize, noshade, novalidate,
nowrap, open, optimum, pattern, placeholder, poster, preload, pubdate, radiogroup, readonly, rel, required, rev, reversed, rows,
rowspan, rules, scheme, scope, scrolling, selected, shape, size, span, spellcheck, src, srclang, standby, start, step, style, summary,
tabindex, target, text, title, type, usemap, valign, value, valuetype, version, vlink, vspace, webkitAllowFullScreen, width, xmlns, data-*
SEE ALSO:
Rich Content Editor
Featured Topics & Feeds

The Featured Topics & Feeds component gives members access to Featured Topics, Discussions, and My Feed in a tabbed setting. Site
members must be logged in to see the My Feed tab. The Featured tab shows the featured topics you configured in the Content
Management Workspace. You can boost your brand by providing images for featured topics. Topics and images are displayed as tiles
on the Featured tab.
Note: Before Summer ’16, this component was named Home Page Tabs.
1. Select the Featured Topics & Feeds component in the page you’re configuring or drag the component from the Components
panel to the page.
Property Details
Featured Tab Label Enter a label for the Featured Topics tab. The default label is Featured.
Discussion Tab Label Enter a label for the Discussions tab. The default label is Discussions.
My Feed Label Enter a label for the My Feed tab. The default label is My Feed.
Default Sort Order for Present site members and guests with the initial feed sort order that you intend. If users change
Discussion Feed the sort order in their view, their selection sticks.
Compact Feed in Use the compact version of the feed on the Discussions tab. Compact feeds show only question
Discussion Tab titles and make it easier for users to scan the feed. Compact feeds don’t support filters.
Overlay Color The color to use as a wash over the tile background color. In the property’s rgba field, the
default is 0,0,0,0.4.
Overlay Hover Color The color to use as a wash over the tile background color when a user mouses over the tile.
The link icon indicates that the value is taken from the Experience Builder’s theme.
In Experience Builder, you can test hover colors in Preview mode.
Border Radius Slide to adjust the curve of the border around each featured topic tile.
Note: If the component is in a narrow container, a round radius tends to look more
oval.
If you set border radius to 50, very round, we recommend that you set Text Position to Left,
Right, or Center. The text background color is always rectangular, and placing text at
the top or bottom of a circular tile truncates the background.
Text Color Set the color of labels on featured topic tiles.
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Property Details
Text Hover Color Set the color to use for a label when a user mouses over the tile.
Text Background Color Set the color to use for the tile background when it is inactive. In the property’s rgba field,
the default is 0,0,0,0.
Text Background Hover Set the color to use for the tile background when a user mouses over the tile. In the property’s
Color rgba field, the default is 0,0,0,0.
Max Text Background Move the slider to control the width of the text background color. Width percentage is set
Width against the full width of the tile. So 100% is the full width of the tile, rather than the full width
of the browser page or the featured topic component.
No matter what percentage you set, the text background width is always wide enough to
support that label that sits on it.
Text Position Select where to place text on a featured topic tile.

• Top Left
• Top Center
• Top Right
• Left
• Center
• Right
• Bottom Left
• Bottom Center
• Bottom Right
Text Alignment Set alignment of text within the text background. Select Center, Left, or Right.
Note: Alignment changes can be less noticeable when text background is narrow or
text is positioned at the top or bottom of the tile.
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Example: Sample Featured Topics & Feeds component:
SEE ALSO:
Event Insights
Use the Event Insights Experience Builder component to show Salesforce IoT data to your site members.
Salesforce IoT and Event Insights must be enabled for your org. Before you can add the Event Insights component, create and activate
an orchestration in Salesforce IoT.
1. Select the Event Insights component under Records in the page that you’re editing.
2. In the property editor, configure the component’s properties.
Property Details
Orchestration Choose the orchestration that contains the variables you want to show.
Iot Variables Select the variables to display.
Note: This component is available only in Lightning Experience and only in English.
Knowledgeable People
Highlight topic experts so the site can direct questions straight to them. The Knowledgeable People component displays up to five
experts, chosen based on factors such as best answers, mentions, or likes on questions and posts.
In the Page Editor, you can configure the Knowledgeable People component on Topic View pages.
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1. Select the Knowledgeable People component.

Property Details
Title Enter a title for the component. The default text is Knowledgeable People.
Topic ID The default entry, {!topicId}, displays unique knowledgeable users for each topic. To
instead display knowledgeable users based on a specific topic, enter the topic ID.
Example:
For sites created in Spring ‘15 or earlier, complete these steps to add the Knowledgeable People component:
1. From the site, click in the global header.
2. Click Administration > Preferences, and select Enable knowledgeable people on topics.
3. Click Administration > Pages, and go to Site.com Studio.
4. In the Site Pages section, double-click the main page.
5. In the Views tab at left, double-click Customer Service Topic View.
6. Click the Page Elements tab , and search for the Knowledgeable People component.
7. Right-click the component, and place it in the div.cSecondaryContent section.
SEE ALSO:
Language Selector
Add the Language Selector component to multilingual sites so guest users can select their preferred language on public site pages.
Only guest users on public pages can see the Language Selector component. The site initially appears in the default site language until
the user selects their preferred language. The page then reloads in the selected language if a translation is available.
For authenticated users on private pages, the site typically appears in their profile language automatically. But when users have credentials
and they’re not yet logged in, they’re treated like a guest user. So if the user selects a language on a public page that contains a Language
Selector component—let’s say the Home page—that language choice persists after the user logs in. Similarly, if a private page contains
a custom language selector, the user's selection overrides their profile language.
1. To change the profile language preference as a logged in user, open the Experience Workspace for the site that you want to view.
From the User Profile, click My Settings.
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2. From the My Personal Information menu, click Language & Time Zone, and then select a profile language. Then when you access
a site as a logged in user, the site URL displays your selected language.
3. To view the updated profile language, log out, and then log back in to your site.
The Language Selector component isn’t included on any page by default. Add it manually to the pages in your site. You can add the
Language Selector component to any section of any page, but we recommend placing it where it’s easy to spot. Also, consider adding
the component to a theme region such as the Template Header Top region. Items that are added to theme regions are common across
all pages, so it’s not necessary to add the component to every page.
Customized components and Salesforce Knowledge articles use the translations that the site admin adds through Translation Workbench.
1. To add the Language Selector component to your page, drag it onto the page that you’re configuring.
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Property Details
Label Identifies this component on a page. This text helps increase accessibility. Default text is
Preferred Language.
Button Label Alignment Specifies how the language selector’s label is aligned on the button. Select Left, Center,
or Right. The default value is Center.
Note:
• For information about setting up languages in a site, see Multilingual Communities Overview. If no languages apart from
the default language are set in the site, the language selector shows the default language without a dropdown option.
• To see the list of languages that guest users see, make sure that you’re on a page that contains the component. Then click
the selector’s dropdown icon.
• When a guest user accesses a site in a language that’s not included in the Language Selector component, the site redirects
to the set default language in Builder.
• If a site user attempts to override the Experience Site's default language query parameter in the browser address bar, then
the language returns to the user's default language. This issue doesn’t apply to guest users.
• Ensure that all translated content and Salesforce Knowledge articles have a version in the site’s default language.
• Before Summer ’18, the Language Selector component was named Language Picker.
Example: Sample Language Selector component with dropdown language list visible:
SEE ALSO:
Best Practices and Considerations for Multilingual Sites
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Lead Inbox
Use the Lead Inbox component to share a common pool of leads with partners in your site.
The lead inbox uses a queue and the list view associated with a queue to pass leads to partners. Partners included in the visibility settings
for the queue and list view can see and accept leads from the Lead Inbox. Accepting a lead makes the user the owner of the lead.
1. Click the Lead Inbox component on the page you’re configuring. By default, the Lead Inbox component lives on the Home page of
the Partner Central template.
Property Details
Title Specify a title for the lead inbox. The default title is Lead Inbox.
Number of Leads Specify the number of leads to display in the lead inbox. The default value is 5.
Sort Order Select a sort order for the list of leads. You can sort by the date on which the lead was created,
ascending or descending.
Link to the leads list Select to show a link to a lead list view on the lead inbox.
view
Linked List View If you selected the previous option, specify the leads list view you’d like to show a link for. By
default, the first leads list view in the org is selected.
Example: Sample Lead Inbox Component
SEE ALSO:
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Libraries
Give access to your libraries to site members using the Libraries component. Use this component in Customer Service, Build Your Own
(Aura), Partner Central, and Customer Account Portal templates.
Site members view and open libraries they have access to, either in a list view or a tile view. Drill down inside libraries and folders, and
the files display as thumbnails, making it easy to spot a colorful spreadsheet or perfect photo. The Libraries component doesn’t have
any properties to edit, and it can be used on any page that isn’t already using the Files List component.
Example: Sample Libraries component
Manage Members Section

The Manage Members Section component allows you to search for and add members to your group from an Experience Cloud site.
Search results update dynamically as you type.
1. Select the Manage Members Section component.
Property Details
Group ID Enter a group ID. To find a specific group ID, navigate to the group home page and copy the
ID from the URL. The ID is a string of numbers and letters.
Group URL format example:
https://MyDomainName.my.site.com/siteName/s/group/0F7A0000000DZXiNQO/groupName
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Property Details
For this URL, the group ID is 0F7A0000000DZXiNQO.
Header Label Enter header text for your component. The default is Manage Members.
Example: Sample Manage Members Section component:
Member Profile and Settings

The Member Profile component allows site members to easily edit their account information. And the best part is that all a member’s
important information is in one place—profile information and various settings in one handy component. What does that mean for you
and your business? Fewer phone calls into your call centers for simple updates.
The Member Profile component uses a default image in the header. Using the component’s properties in Experience Builder, you can
choose to not show the default image.
The fields that you see in the Member Profile component are set in Salesforce setup Setup > Users > Page Layouts > User Profile
Page Layout.
Use the Member Profile component on the User Profile page of sites made using the Customer Account Portal.
1. Select the Member Profile component in the page you’re configuring.
2. To view the component properties, select the Properties pane:
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Property Details
User ID The system supplies this value so that authenticated users can view their own information.
Don’t update this field.
Show banner image at Shows a banner image at the top of the Member Profile component. If unselected, no banner
top image is seen.
Edit Banner Image Choose a banner image for displaying at the top of the Member Profile component.
Show Settings tab Show the Settings tab on the component.
Profile Tab Label Enter a label for the Profile tab. The default text is Profile.
Settings Tab Label Enter a label for the Settings tab. The default text is Settings & Preferences.
Example: Sample Member Profile component.
Membership
The Membership component displays the number of new group members, either in the past 30 days or the past 12 months.
The Membership component is visible only to users who have reporting permissions in orgs that have group engagement. You can also
1. Select the Membership component in the page that you’re configuring.
Property Details
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Example:
Message Notification
Add the Message Notification component to your site pages to let users view their recent messages from outside the Messages list view.
The Message Notification component shows up to three recent messages and allows users to send new messages.
Add the Message Notification component to the site Home page and configure it in the Page Editor.
1. Select the Message Notification component.
Property Details
Header Label Enter a title for the component. The default text is Recent Messages.
Example: Sample Message Notification component:
SEE ALSO:
Navigation Bar
The Navigation Bar component lets users select different topics to browse and provides navigation back to the site home page.
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If your Customer Service template version is Winter ’16 or later, this component is replaced with the Navigation Menu component.
1. Select the Navigation Bar component in the page you’re configuring.
Property Details
Topic Menu Label Enter the text you want to appear as the label for the drop-down list of topics that appears
in the navigation bar.
Example: Sample Navigation Bar component:
SEE ALSO:
Navigation Menu
The Navigation Menu component extends your site’s navigation beyond navigational topics. Navigation menu items can include Salesforce
objects, topics, pages in your site, URLs to external sites, and menu labels. Menu labels are parent headings under which you can nest
other menu items. You can also enable the App Launcher to make it easy for members to switch between their sites and their Salesforce
org.
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When setting up the navigation menu, consider the following:

• You can add up to 20 navigation menu items. Menu items that don’t fit on the first line of the navigation menu appear in a More
overflow menu item.
• If you want to map a navigational topic to a menu item, you must first set it up in Experience Management.
• The Help Center and LWC templates (Build Your Own and Microsites) don’t include generic record pages. So if you create an object
or global action type menu item that links to a Salesforce object, make sure that you also create the corresponding object pages. If
you don't create the associated object pages, end users won't see anything if they click on the menu item.
To create or modify navigation menu items:
1. Select the Navigation Menu component in the page you’re configuring.
2. To display the App Launcher in existing sites, clear the checkbox for Hide App Launcher in header.
3. To show an icon for Home instead of text, select Replace Home text with icon.
4. In the property editor, click Navigation Menu.
In the menu editor overlay, you can edit or delete existing menu items, or add new ones.
5. To add a menu item:

a. Click Add Menu Item.
b. Enter the name you want to use in the navigation menu for this item.
c. Select the type of item you’re navigating to.
Options include:
• Event—Events like log in, log out, and account switcher.
• External URL—Links to a URL outside of your site. For example, http://www.salesforce.com.
• Global Action—Links to a global action. For example, New Case.
• Menu Label—Adds a parent heading for your navigation menu. Nest items underneath the menu label.
• Navigational Topic—A dropdown with links to the navigational topics in your site. Navigational topics are set up in Experience
Management.
• Site Page—Links to a page inside your site using a relative URL. For example, /contactsupport.
• Salesforce Object—Available objects include accounts, cases, campaigns, contracts, contacts, dashboards, groups, leads,
opportunities, orders, price books, products, quotes, reports, tasks, work orders, and any custom objects.
Tip: Select this option to create a list view page for the selected object. This option is the easiest way to expose
Salesforce record data in your site with minimum configuration.
• System Link—Links to Experience Builder, Workspaces, and setup.
d. Complete the fields based on the type you selected.

• If you selected Salesforce Object, select the default list view to show.
• If you selected Site Page, use the dropdown to select the site page you want to link to. The URL field automatically populates
the relative URL for the page based on your selection.
• To add the Messages page to your navigation menu, replace the :recordId parameter with Home.
• If you selected External URL, enter the fully qualified URL. To keep navigation within your site, select the Open link in
the same tab checkbox.
• Select Publicly Available if you want the navigation menu item to show for guest users that aren’t members of the site.
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6. To move an item, click and drag the item to where you want it to appear in the menu. Nest other menu items underneath a
menu label by dragging them to the right under the menu label.
7. To delete a menu item, hover over or click the item and click .
8. To save your changes, click Save Menu.
For these changes to be visible to users, your site must be activated in Experience Workspaces and recent changes must be published.
Example: Sample Navigation Menu component:
On a mobile device, your site navigation menu collapses to better fit your screen.
Sample Navigation Menu component on a mobile device:
If your site hosts users who speak different languages, you can translate your navigation menu using the Translation Workbench. For
information on using the Translation Workbench, see Translation Workbench in Salesforce help. Make sure to publish your site after
translating so the translations appear to your users.
SEE ALSO:
Create Personalized Components
New Message Button

The New Message Button lets site members start a direct message conversation from wherever you place the button.
Add the New Message Button component to a site page and configure it in the Page Editor.
1. Select the New Message Button component.
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Property Details
User ID The ID of the recipient. The system attempts to detect and populate this value based on the
page where the New Message Button is placed.
Label Enter a title for the component. The default text is Send Message.
Example: Sample New Message Button component:
SEE ALSO:
Path (Experience Builder Site Component)

On object detail pages in Experience Builder sites, use the Path component to indicate and mark the path through a business process.
You can add the Path component to Experience Builder site object detail pages for the following objects:
• Account
• Asset
• Campaign
• Case
• Contract
• Lead
• Opportunity
• Order
• Partner Fund Allocations
• Partner Fund Claims
• Partner Fund Requests
• Partner Marketing Budgets
• Product Request
• Product Request Line Item
• Product Service Campaign
• Product Service Campaign Item
• Service Appointment
• Work Order
• Work Order Line Item
• Custom objects
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For an overview of setting up Path in Salesforce, see Guide Users with Path. The Path component is intended for a wide-column layout.
Add it to columns that are at least 50% wide, though full columns are best.
Note: To make paths available on mobile devices, configure a custom path for mobile. In the mobile app, Path supports leads
and opportunities only.
1. Set up a sales process in your org. If you’re creating a path for service appointments, work orders, or work order line items, you can
skip this step.
2. Set up the path in the Setup menu.
a. From Setup, enter Path in the Quick Find box, then select Path Settings.
b. Click Enable, and then click New Path to create a path.
3. Create object pages in Experience Builder (for any object that supports Path).
4. Drag the Path component onto the detail page that you’re configuring.
Example: Sample Path component:
SEE ALSO:
Paused Flows
Add the Paused Flows component to let your Experience Builder site members view all the paused flows they own, resume them at a
more convenient time without losing their work, or delete them. When setting up a flow in Salesforce Setup, you must choose pause
points in order to allow site users to pause and resume flows.
To pause a flow, your site members must have the Run Flows permission.
For example, your financial company has a flow to help folks apply for a credit card. Your customer gets stuck on one of the steps (what
was my address 12 years ago?). Rather than lose the previous screens of information, the customer can press Pause to find the needed
information. Or, your customer pauses a step and needs help to continue with the forms. The customer can contact your company, and
a service agent can continue the flow for them.
In Setup > Process Automation Settings, select Let users pause flows. Once you set up a pause point in your flows, you can use
the Paused Flows component in Experience Builder.
Note: While we call them flows here at Salesforce, your company could call them processes, forms, steps, or wizards. Use a naming
convention that your customers understand for the title field.
1. Select the Paused Flows component in the page you’re configuring.
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Property Details
Title Add a title that is easily understood by your site members. Default text is Paused Flows.
Show number of flows Select to show the number of paused flows in the title, in parentheses.
in title
Maximum Paused Flows The maximum number of flows shown in the component is 10.
Displayed
Show pause reason Shows the reason the flow was paused.
Show pause time Displays the time the flow was paused.
Show pause step Displays the name of the step that the flow was paused.
Show owner Displays the flow’s owner.
Delete button Displays a delete button to delete the flow.
Resume Button Label The button text to resume a flow. Default text is Resume.
Button Alignment Choose the button alignment. Default is Center.
Example: Sample Paused Flows component:
Profile Header
The Profile Header component displays a user’s name (or nickname) and profile picture. It also displays a drop-down that lets users
navigate to their profile, open a case, access their locale and email notification settings, or log out of the site. External users can also
access and manage their account. If the user isn’t logged in, a Login button appears in the header.
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Important: The User Profile Menu component replaces the Profile Header component in sites based on Winter ’18 and later
versions of Experience Builder templates.
Users can’t customize the profile photo functionality in the profile header—they need to edit all profile information from the profile
details page.
Note: If nickname display is enabled in the site, this component shows the nickname instead of the user’s name. The user’s
reputation level displays only if reputation is enabled in the site.
1. Select the Profile Header component in the page you’re configuring.
Property Details
Case Filter Name or ID The name or ID of the list view that displays the user’s cases. This value is used throughout
the site to display the user’s list of cases.
Include Contact Select this checkbox to include the option to contact an agent from the profile.
Support
Home Label Enter the text you want to show for the link to the site home page from the user navigation
menu. The default text is Home.
View Profile Label Enter the text you want to show for the link to the profile detail page. The default text is
View Profile.
Contact Support Label Enter the text you want to show for the link to the page where the user can open a case. The
default text is Contact Support.
Login Label Enter the text you want to show for the link to log in to the site. The default text is Login.
Logout Label Enter the text you want to show for the link to log out from the site. The default text is Log
Out.
Experience Management Enter the text you want to show for the link to the Experience Management page. The default
text is . This link only appears for users with permissions to manage the site.
Setup Label Enter the text you want to show for the link to the setup page for sites. The default text is
Site Setup. This link is shown to users with permissions to create or modify the site’s
administration settings.
User Settings (Customer Enter the text you want to show for the link to access an authenticated user’s personal settings
Service template only) for the site. The default text is My Settings.
Show User Settings in Select this checkbox to show user setting in the profile drop-down list.
Menu (Customer Service template
only)
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Property Details
My Account Label Enter the text you want to show for the link that external users click to view their account
(Customer Service template only) record. The Default text is My Account. This feature is available in the Spring ’16 version
of the Customer Service template and later.
Note: External site members who access the My Account link see their account details
based on the configuration of the Record Detail page.
Example: Sample Profile Header component:
SEE ALSO:
Recognition Badges
The Recognition Badges component displays up to three of the most recent badges a user has earned. It also shows the Give Badge
button, and a link to view all badges the user has earned.
From the User Profile page in Experience Builder,
1. Add the Recognition Badges component to the User Profile page.
Property Details
Id The system supplies this value. Don’t update this field.
Title Enter a title for the component. The default text is Recognition Badges.
Button Text Enter a name for the button that users click to give badges. The default text is Give.
The Give button is only available if the Give Recognition Badges in Lightning Communities
permission is turned on.
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Example: Sample Recognition Badges component
SEE ALSO:
Recommendations
The Recommendations component displays the popular files for your site. Popularity is determined by the number of people who have
recently viewed a file and whether the file includes text and is in a library.
The Recommendations component appears by default on the Resources page when a recommendation is available.
1. Select the Recommendations component.
Property Details
Title Enter a title for the component. The default text is Popular Now.
Example: Sample Recommendations component
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SEE ALSO:
Recommendations Carousel
The Recommendations Carousel component displays the custom recommendations and system-generated topic recommendations
for your Experience Cloud site.
Note:
• For a more updated content targeting experience, we suggest using the CMS Collection component with personalization
audiences.
• Before Winter ’18, this component was named Recommendations.
The Recommendations Carousel component appears on the page when a recommendation is available.
1. Select the Recommendations Carousel component.
Property Details
Title Enter a title for the component. The default text is Recommended.
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Property Details
Recommendation Channel Choose the recommendation channel. The default is Default Channel. To display
recommendations that you created in a custom channel, choose that channel.
Use these channel values; you can’t rename or create other channels.
So that users don’t see the same recommendations all the time, Salesforce periodically removes and brings back custom
recommendations that haven’t been accepted or dismissed.
Example: Sample Recommendations Carousel component
SEE ALSO:
Record Banner
The Record Banner component shows the record name, key record highlights, and action buttons that allow users to edit or delete the
record.
Before Spring ’16, this component was named Record Headline. The Customer Service template supports a record detail page that you
can use out of the box with no configuration. All objects in your site without a preassigned record detail page use this generic page,
called Record Detail, to display record data. For example, consider the scenario where a user lands on a case detail page. The page uses
a preassigned case detail layout. The user clicks a contact in the related records. If you haven’t created a custom record detail page for
contacts, the contact information is displayed using the generic Record Detail page. Under the hood, the Record Detail page uses the
Record Banner component along with the Record Information Tabs component to display record data.
• You can use the Record Banner component on custom record detail pages that you create. We recommend using it with the Record
Information Tabs component.
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• You can modify what fields display in the Record Banner component by customizing the Highlights Panel layout in the object’s
compact page layout.
• Members with the necessary permissions can use the Edit and Delete buttons to modify or delete the record. These buttons don’t
display on mobile devices.
• The Record Banner component doesn’t support translation on the Topic Detail page.
Note: For optimal appearance, choose a wide column width when placing this component on your page. Some fields are hidden
when there isn't enough space to display them due to browser width or zoom level.
1. From the Pages menu in Experience Builder, select Record Detail or your custom record detail page.
2. Select the Record Banner component, or drag the component from the Components panel to the page.
Property Details
Record ID The ID of the record displayed. Typically, this field is automatically populated.
Example:
Note: In the mobile app, lookup fields in the Record Banner component are shown as text, not links.
Sample Record Banner component in the Customer Service template.
SEE ALSO:
Record Detail
Use this component to share record details in a site built using the Customer Service template.
Simply drag the Record Detail component on a record detail or a custom page in the site, and it populates with record information
stored in Salesforce. This component is a great way to share information with site members who need it most, like partners. Users
accessing the site on a mobile device have access to actions from the record detail page. For example, a partner user with create and
edit access to accounts can create accounts or update an account as needed. However, edit inline, available on desktop, doesn’t function
in mobile or tablet display.
Note: To display the record feed, use one the feed components with the feed publisher component. To show the related records,
use the Related Record List component. To show a combination of record details, related lists, and the record feed together, we
recommend using the composite Record Information Tabs component.
1. Select the Record Detail component in the page you’re configuring.
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Property Details
Record ID The record ID. Typically, this field automatically picks up the record ID when the page loads.
Example: Example of a Record Detail component on a site.
Example of actions on a mobile device.
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Record Information Tabs

The Record Information Tabs component shows detailed record information, lists of related records, and the record feed.
Before Spring ‘16, this component was called Record Information. The Record Information Tabs component uses the Record Detail Page
and the Record Banner component to display record data.
• You can use the Record Information Tabs component on custom record detail pages that you create. We recommend using it with
the Record Banner component.
• You can modify what fields display in the Record Information Tabs component by customizing the object’s page layout.
• Related lists in the related tab show the number of related records in each list in parentheses. For example, if there are five related
contacts associated to an account, the related list shows Contacts (5). If there aren’t any related records, the list title shows (0).
• Site members with permissions can create new related records and send emails from the Related tab. They can also expand related
record lists to see a longer list. These details are displayed on the generic Record Related List page. Related records in the related
tab show the number of related records in parentheses.
Note: Emails are supported in accounts, contacts, leads, opportunities, and campaigns.
The Customer Service template supports a record detail page that you can use out of the box with no configuration. All objects in your
site without a preassigned record detail page use this generic page, called Record Detail, to display record data. For example, consider
the scenario where a user lands on a case detail page. The page uses a preassigned case detail layout. The user clicks a contact in the
related records. If you haven’t created a custom record detail page for contacts, the contact information is displayed using the generic
Record Detail page.
1. From the Pages menu in Experience Builder, select Record Detail or your custom record detail page.
2. Select the Record Information Tabs component or drag the component from the Components panel to the page to add it.
Property Details
Record ID The ID of the record. This value is automatically populated.
Details Tab Label Label for the tab that shows record details. The default label is Details.
Related Tab Label Label for the tab that shows lists of related records. The default label is Related.
Discussion Tab Label Label for the tab that shows the record feed. The default label is Discussions. This label is used
on mobile devices only.
Example: Sample Record Information Tabs component.
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SEE ALSO:
Record List
The Record List component shows a list of records on the Record List page. Users can view records, switch between record list views,
and create records directly from the list view. If a user has no access to a particular list view, they see the Recently Used list view instead.
Note: Before Spring ’16, this component was named Record List View.
When you create a custom navigation menu item using the Salesforce Object type, it automatically links to a list of the records for the
selected object. Templates provide a page to display such a list of records. This generic page is called the Record List page. It’s used for
all objects in your site that don’t have a custom page assigned to them.
• The Record List component supports all Object Home page supported objects.
• You can use the Record List component on any page in your site. We recommend adding it to custom list views that you create.
You can also create a navigation menu item to link to that page with its internal page URL.
1. Select the Record List component on the Record List page.
Property Details
Number of Records The number of entries retrieved to show in the list view. The default is 25.
When the compact layout is selected, this property controls the number of records shown. If
there are more than 25 records, users click a link to see the full list of records. The maximum
number of records for the compact layout is 100.
When the full layout is selected, this property controls the number of records initially shown.
As a user scrolls down, more records are displayed. The maximum number of records per
page for the full layout is 100.
Layout Choose from full, standard, or compact layout. The compact layout is ideal for showing short
lists of information in a narrow column or when displaying your site on a mobile device. When
a page using the full layout is viewed on a mobile device, the page automatically adjusts to
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Property Details
a more mobile-friendly layout. To display the compact layout on mobile, explicitly select
Compact.
When choosing the layout, consider the following:
• When using the full layout, use a column width of at least 50% of the page. We also
recommend that you don’t place another component below the Record List component
on the page.
– Full layout has a minimum height of 700 pixels. If you place a component below the
full layout of the Record List component, the Record List can overlap with the
component that’s underneath it.
– Full layout uses infinite scrolling. If you reference an object that contains many records,
infinite scrolling can prevent site members from ever seeing the component below
the Record List component.
• Standard layout has some differences in display.

– Only the first four fields of the list view are displayed.
– When there is no data for the list view to display the Record List component is hidden.
• Compact layout works in any size column. However, View All will always redirect to the
object home (for example, case list or account list). We recommend that you create a
standard page and add the compact list there. This arrangement avoids issues that can
arise when the full list for object home has been deleted.
Note: If there aren’t records to display for either a standard or compact list view, the
component is hidden.
Object Name The Salesforce object whose records you want to show. The dropdown shows the supported
objects. The component supports all Object Home page objects. See Objects Supported by
Out-of-the-Box Components and Pages in Experience Builder Templates.
If Page’s Object Name name is selected, only Page’s Filter Name is available in the
Filter Name field.
Filter Name The list view to show for the selected object. The dropdown shows only list views that are
valid for the object you select.
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Allow list pinning Lets users select their preferred default view for a record list. Enabled by default.
Lists, as elsewhere in Salesforce, can’t be unpinned, but users can select a new list to change
their default view.
Note: Pinned lists almost always override menu and component list settings. The
exception is when the navigation menu for a component receives its filter name from
the name of the page—like My Accounts. To allow users to see their pinned lists,
create at least one more menu item that takes default as the list view.
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Allow inline edit Lets users edit individual fields in a list. Enabled by default.
Header Configuration Click to expand.
4
Available for Full layout only and therefore unavailable when viewed on mobile devices.
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Property Details
2
Show list actions Displays available list view controls, such as new, sharing, filter, and any custom actions that
you’ve created. Enabled by default.
• Users require necessary permissions for the viewed object to use the New button on the
component to create records.
• For shared views, users need appropriate permissions to see the data.
• Related Lists for Campaign members have quick filters to narrow results, but the resulting
views can’t be saved or shared.
• Site members can use search and quick filters to quickly find information in their current
session. Users can click to filter the list view or remove filters. They can also click
to view related charts.
1
Show list search Displays search field, scoped to the displayed list. Enabled by default.
Show refresh button Enabled by default.
Show charts button Enabled by default.
Show filter button Enabled by default.
Show object name Enabled by default.
Show image icon Enabled by default.

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Show display options Lets users view records in a table or Kanban format, or restricts them to a single type of view.
Default is Show All Options.
Example: Sample Record List component (Full layout):
When all properties are enabled, site members can:

• Change the list view and pin it (1).
• Use search (2) to find items in long lists.
5
Guest users can’t access filter or sort actions on any device.
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• Use list actions to accomplish list-related tasks, such as creating a record (3).
• Access list view controls (such as sharing settings), change how the list is displayed, view related charts, and filter the list view
(4).
• Edit fields inline (5).
Sample Record List component (Compact layout):
Sample Record List component (Standard layout):
Note: We advise against using the Record List component to show products in a B2B Commerce store. A product Record List
doesn't respect user entitlements and could expose information to users that you don't want them to see.
SEE ALSO:
Objects Supported by Out-of-the-Box Components and Pages in Experience Builder Templates
Related Record List

The Related Record List component shows, in a list, a single type of record related to a record. For example, if you’re looking at an account,
you can see a related list of contacts for that account. Use the Related Record List component on a generic Related Record List page or
on a custom page. Members can create records from the list and from lookups.
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When a user expands the list of related records, the Related Record List page is displayed, which uses the Related Record List component
under the hood. The component may occasionally be empty. For example, if there aren't any records related to the current record, or if
the current record was created in the last 24 hours, no related items populate the component.
Note: Using the Related List - Single component also allows you to show a single related list on a record. The Related List - Single
component fills in the parent record ID dynamically, and allows you to select the related list you want to show.
1. Select the Related Record List component in the page you’re configuring.
Property Details
Parent Record ID The ID of the parent record.
Related List Name Name of the related list.
Breadcrumbs Select to show breadcrumbs.
Custom Title Select to display the title in the header.
Row Numbers Select to show row numbers.
Refresh Select to display the manual refresh button.
Note: Related Lists for Campaign members have quick filters to narrow your results for fast results, but the resulting views
can’t be saved or shared.
Example: Sample Related Record List component:
Note: Related Record List row-level actions aren’t available on mobile for Experience Builder sites.
SEE ALSO:
Related List - Single

The Related List - Single component shows a list of related records based on one specific object. For example, if you’re looking at a
contact detail page, you can specify to see the cases related to that contact, without seeing all other types of related records. Use the
Related List - Single component on an object page or on a custom page to add specific, related information in context for the page.
Members can create records from the list and from lookups.
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Note: A new version of the Related List - Single component is available in Experience Builder with the Winter ’21 release. If you
use the old version of the component, shown as Deprecated in the component properties, the component still functions. If you
delete your deprecated component, you must use the new version.
To see all related records, use the Record Related List component. When a user expands a related record, the detail page is displayed,
which uses the Related List - Single component under the hood. The component may occasionally be empty. For example, if there aren't
any records related to the current record, or if the current record was created in the last 24 hours, no related items populate the component.
1. Add the Related List - Single component to the page and select it.
Property Details
Related List The specific record type to retrieve and display for the page context.
Layout Design Layout width options to accommodate main body or narrow column placement of your
component.
Change Related List Format presentation options for items in the list.
Display
Example: Sample Related List - Single component:
Note: Row-level actions aren’t available on mobile for Experience Builder sites.
Note: The Related List - Single component isn’t supported for Files in the Salesforce mobile and tablet view.
Related Articles List

The Related Articles List component displays the articles related to the article the user is viewing.
In the Page Editor, you can configure the Related Articles List component on the Article Detail page.
The component may occasionally be empty. For example, if there aren't any articles related to the current article, or if the current article
was published in the last 24 hours, no related items populate the component.
1. Select the Related Articles List component.
Property Details
Number of Articles Enter the maximum number of articles to display in the list. You can display up to 10 articles.
The default value is 5.
Title Enter a title for the list of related articles. The default text is Related Articles.
Show Views Select to show the number of times an article is viewed . Clear to hide the view count.
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Example: Sample Related Articles List component:
SEE ALSO:
Related Questions List

The Related Questions List component displays the questions related to the question the user is viewing.
In the Page Editor, you can configure the Related Questions List component on the Question Detail page. To use this component, your
site must have a best answer for at least one question. The component may occasionally be empty. For example, if there aren't any
questions related to the current question, or if the current question was asked in the last 24 hours, no related items populate the
component.
1. Select the Related Questions List component.
Property Details
Number of Questions Enter the maximum number of questions to display in the list. You can display up to 10
questions. The default value is 5.
Title Enter a title for the list of related questions. The default text is Related Questions.
Show Views Select to show only the number of times a question is viewed, remove liked or commented
on, . Clear to hide the view count.
Example: Sample Related Questions List component:
SEE ALSO:
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Related Topics List

The Related Topics List component displays the topics related to the topic being viewed by the user.
Note: Before Spring ‘16, this component was named Related Topics.
In the Page Editor, you can configure the Related Topics List component on the Topics View page.
1. Select the Related Topics List component.
Property Details
Title Enter a title for the list of related topics. The default text is Related Topics List.
Topic ID This field populates dynamically with the topic ID.
Show the number of Shows the number of people who are using the topic.
people using the Topic
Example: Sample Related Topics List component:
SEE ALSO:
Report Chart
Use the Report Chart component to add reports to your site pages. Display the reports that you set up in your Salesforce org’s public
folder.
When you click a report, you see the Report Detail page, which shows the Report Summary component. The report summary includes
details from the source report in Salesforce.
Note: In Report Chart properties, only the reports that have a chart appear on the dropdown list.
1. Drag the Report Chart component to the page, and select it.
Property Details
Report Name Reports with charts that are available for use in the site.
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Property Details
Filter By Setting a filter on the report chart data is supported only for record pages. If you set a filter
option, the Report Chart component displays only that filtered data to users.
Refresh Time (Minutes) The number of minutes between each report refresh.
Show report name Adds the report name to the site page.
Show refresh button Shows a refresh button, so users can refresh the chart.
Warning: Instead of a report’s developer name, the Report Chart component uses the ID of an associated report to populate
the component. If a site page is deployed to another environment (such as from Sandbox to Production), the component
breaks if the target org doesn't contain a report with the same ID. If the target org contains a different report that uses the
same ID as the source org, the component references the wrong report.
Example: Report Chart component:
Report List
The Report List component lets users view reports in list form.
The report list can be filtered with these criteria:
• Recent
• Created by Me
• Private Reports
• Public Reports
• All Reports
In addition, users have access to report folders. Folders include:
• Created by Me
• Shared with Me
• All Folders
The Report List component doesn’t have any editable properties.
Note: The Report List component can only be used on the Report List page.
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Report Summary
The Report Summary component lets users see a snapshot of the report details from the source report.
Use the Report Summary component on the Report Detail page to see a report’s details. Using the component, members can see a
report chart, filter data, see the feed, refresh the report, or change its settings. Members with sufficient permissions can also clone, save,
export, or subscribe to the report.
1. Select the Report Summary component in the Report Detail page.
Property Details
Report Id This field autopopulates with the record ID of the report.
Reputation Leaderboard
The Reputation Leaderboard component displays a list of site members with the highest reputation points.
In the Page Editor, you can configure the Reputation Leaderboard component on the Home page.
1. Select the Reputation Leaderboard component.
Property Details
Title Enter a title for the reputation leaderboard. The default text is Leaderboard.
Number of Users Enter the maximum number of users to display. You can display up to 10. The default is 5.
Show user rank Displays the ranks of the users shown in the leaderboard.
Show logged-in user • If the logged-in user does have rank, the user is highlighted on the leaderboard.
• If the logged-in user doesn’t rank on the leaderboard, a row for the user appears at the
bottom of the leaderboard.
• If the logged-in user ranks on the leaderboard, AND the Show User Rank checkbox is
selected, AND Knowledge and Points or Knowledge and Last Active
is displayed, the user sees a message about their ranking. For example, “Congratulations!
You rank #2.”
Show help bubble Displays a question mark icon at the top of the leaderboard that a user can hover over to get
more info.
Exclude internal users Excludes internal users from the leaderboard.
Help Bubble Text Enter the message that appears when a user hovers over the question mark icon. The message
can be up to 500 characters. The default text is Earn points and climb to new
levels when you contribute in the experience!
Display Users Determines what information about a user shows in the leaderboard. Options include:
• Levels and Points—Shows a user’s reputation level and total number of reputation points.
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Property Details
• Knowledge and Points—Shows a user’s total number of reputation points and topics that
they’re knowledgeable about.
• Knowledge and Last Active—Shows topics a user is knowledgeable about and when the
user was last active.
Topic Knowledge Label When Knowledge is shown in the leaderboard, this text appears before the topics a user is
(Up to 20 chars.) knowledgeable about. The default text is Knows about. For example, if a user is
knowledgeable about backpacks, their leaderboard entry would say “Knows about: Backpacks.”
Example: Sample Reputation Leaderboard component:
Level and Points Topics and Points Topics and Last Active
SEE ALSO:
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Rich Content Editor

The Rich Content Editor component lets you add formatted custom text to your site pages, along
EDITIONS
with images and videos.
If you prefer to create and edit your content in HTML, use the HTML Editor component. Available in: Salesforce
1. In Experience Builder, drag the Rich Content Editor component from the Components panel
orgs) and Lightning
onto the page.
Experience

USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
2. Add and format text (1), and add links (2), images (3), and YouTube or Vimeo videos (4) directly Cloud site:
in the editor. • Be a member of the site
Experiences
OR
AND an experience
that site
When you add an image to your site for the first time, an asset file is automatically created and
stored in the Org Asset Library.
Note: If public access is enabled in Experience Builder at the page or site level, the Let
guest users view asset files and CMS content available to the site preference is
enabled in Administration > Preferences. This preference remains enabled as long as
any page has public access enabled. If you upload images for use on site login pages, be
sure that this preference is enabled.
Images and videos are supported only in Rich Content Editor components that were
added after the Spring ’16 release.
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Example: Sample YouTube video in the Rich Content Editor component:
SEE ALSO:
Find and Create Asset Files in Experience Builder
HTML Editor
Scroll To
Custom code on the Profile page in the Customer Service template lets users scroll to the selected component from a user’s profile page.
This saves a mobile user from having to scroll to a profile component that isn’t visible on his or her device.
1. On the Profile page, right-click the area of custom code below the User Profile Header, and click Edit.
2. In the Edit Code page, you can change the labels that let mobile users navigate in their profile.
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Example: Sample Scroll To component:
SEE ALSO:
Search
The Search component lets users search articles within the context of the page they’re viewing.
When a user types in the search text box, the system returns suggested articles and search strings that match the characters typed in
the search box.
1. Select the Search component in the page you’re configuring.
Property Details
Placeholder Text Enter the text that appears in the search bar. The default value is What would you
like to know?
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Property Details
Use autocomplete in Enable autocomplete in searches. When autocomplete is enabled, as users enter a search
searches term, matching results appear as suggested searches.
Max Autocomplete Enter a number, from 1 to 10, to set the maximum number of autocomplete suggestions to
Results (1 - 10) provide.
Border Style Select a border style for the search field. To show a border at the bottom of the field, select
Bottom Border. To show a border surrounding the field, select Full Outline.
Input Text Color Select a color for the user’s search term.
Input Background Color Select a color for the background of the search field.
Input Icon Color Select a color for the search icon.
Border Color Select a color for the border of the search field.
Placeholder Text Color Select a color for the search field placeholder text.
Example: Sample Search component:
SEE ALSO:
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Search & Post Publisher (Deprecated)

The Search & Post Publisher component lets your users search for articles, discussions, and any object available to your site members
and made searchable. It also lets users ask questions or contact support when they can’t find the information they’re looking for.
Note: In Winter ’18, this component was deprecated. Use the Global Search for Peer-to-Peer Communities component instead.
Autocomplete search results are based on whether the discussion, article title, or record contains the text entered by the user. The search
accounts for partially matching terms and non-adjacent terms. For example, the results for “best backpack” could include a question
titled “Which backpack is best for day hikes?” The results for “backpack” could include an article titled “Backpacking Tips.” When a user
performs a full search by clicking Search, the search engine also scans question descriptions and article text for matching terms.
Customize the Search & Post Publisher to meet the needs of your site. Turn on autocomplete search for more search features:
• Suggest search results to users.
• Add a footer so that users can contact support if they don’t find what they’re looking for.
• Customize the post publisher for posting questions to the site.
1. Select the Search & Post Publisher component in the page you’re configuring.
Property Details
Autocomplete Search Click to expand the section with autocomplete search properties.
Placeholder Text for Specify the text that appears in the search box. The default text is Search...
Search Field
Use autocomplete in Select to let users see suggested search results as they enter search terms.
searches
Show autocomplete Select to display suggested search results in one list as a site member enters search terms.
results in one list Otherwise, the suggested results are shown in tabs.
Note: This option must be enabled if you want autocomplete search results that can
be sorted by relevance.
Result Sorting Select a method for pre-sorting search results.

• Sort by Relevance—Sort results by their relevance to the search term.
• Group by Object—Group results according to each result type, like articles or
discussions.
Maximum Autocomplete Enter the maximum number of suggested results displayed on each tab during a search. The
Results default is 6. An equal number of questions, articles, and objects is displayed in the combined
results tab. But if there isn’t enough of one type of result, more results of the other type are
displayed to reach the maximum. This functionality is available only in the Winter '16 and later
Autocomplete Results: Sort by Click to expand the section that allows you to add searchable Salesforce objects to
Relevance autocomplete results and have results sort by relevance.
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Property Details
Autocomplete Results: Group by Click to expand the section with that allows you to set grouping by object for autocomplete
Object results.
All Results Label Enter the name of the search results tab that displays results from all the searchable articles,
discussions, and objects in the site. The default text is All. This functionality is available only
in the Winter '16 and later versions of Experience Builder templates.
Article Results Label Enter the name of the search results tab that displays articles only. The default text is
Articles. This functionality is available only in the Winter '16 and later versions of
Experience Builder templates.
Discussion Results Enter the name of the search results tab that displays discussions only. The default text is
Label Discussions. This functionality is available only in the Winter '16 and later versions of Experience
Builder templates.
Show Discussions Select to list all results for discussions before all results for articles.
results before
Articles
Ask Site Click to expand the section with properties regarding asking the site.
Show footer during Select this option to display the footer giving members an option to ask the site a question.
search
Post to Ask the Site Enter the text that invites users to post a question to the site or to customer support. The
default text is: Don't see what you're looking for?
Create Your Question Enter the text that users click to ask a question. The default text is: Ask a question.
Prompt
Create Your Sign-In Enter the text that directs users to a login page before they ask a question. The default text
Prompt is: Sign in to ask a question.
Post to Publisher Click to expand the section with posting properties.
Discussion Publisher Enter the title of the modal window that members use to post questions.
Title
Create Post Text Accept the default, Discussion, or enter a different label for the control that users click to create
a post.
Select Navigational Enter the text that lets users pick a navigational topic for their question. The default text is:
Topic Destination Post to a navigational topic.
Post To Topic Enter the text that appears before the navigational topic name that the user chooses. For
example, if a user posts a question to Coffee, the onscreen text says Post to Coffee.
Topic Required Label Enter the text that shows that selecting a topic is required.
Allow file attachments Select this option to let users attach a file to a question.
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Property Details
Allow members to add Select to show a topic area at the bottom of the question and to allow members to add topics.
topics
Expand Details section Show the full question Details section. Users can collapse and expand this section as they
by default choose.
Example: Sample Search Publisher component:
SEE ALSO:
Search Results
The Search Results component lets users view tabbed lists of articles and discussions. The articles and discussions are returned when a
user selects a topic or types a string in the Search Publisher.
Note: Before Spring ‘16, this component was named Results List.
1. Select the Search Results component in the page you’re configuring.

Property Details
Articles Tab Label Enter the text that appears on the tab that users select to view the list of returned articles. The
default text is Articles.
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Property Details
Discussions Tab Label Enter the text that appears on the tab that users can select to view the list of returned
discussions. The default text is Discussions.
Topic ID The expression in the Topic ID field uses the topic ID that the user selects when filtering
by topic.
Search Term The expression returns results based on the text users enter when typing their search queries.
Active Tab Specify which tab you want to appear as selected with its contents exposed, when the page
loads. The expression retrieves the parameter from the query string in the URL for the page.
Type articles to display the article search results first or discussions to display the
contents of the discussion search results first.
Number of Articles Enter the maximum number of articles to show in the component.
Show Article Tab Select this checkbox if you have Salesforce Knowledge enabled and want site members to
search for and view articles.
Default Sort Order for The default sort order for the feed on the Discussions tab. Presents site members and guests
Feed with the initial experience that you intend. If users change the sort order in their view, their
selection sticks.
Show a streamlined Select to show a compact feed on page 348 on a search results Discussions tab.
question feed on the
Discussions tab
Important: For articles to show up in the Search Results component, they must be associated with a topic. Moreover, the
site language and article language must match.
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Example: Sample Search Results component:
SEE ALSO:
Set Case Status Button

The Set Case Status Button component lets users click a button to mark a case as resolved and close it.
Note: Before Spring ‘16, this component was named Case Status Button.
Note: This component is scheduled for retirement in all Salesforce orgs in the Winter ’21 release. Starting Summer ’17, new sites
can’t use this component. Sites already using the component can still use it, but if you delete the component or the page containing
it, you can't use it again.
1. Select the Set Case Status Button component in the page you’re configuring.
2. Configure properties for the component in the property editor:
Property Details
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Property Details
Active Status Label Enter the text that appears on the button when the case is still open. For example, the button
can be labeled Close Case or Resolve Case.
Inactive Status Label Enter the text that appears on the button when the case is closed. For example, the button
can be labeled Re-Open Case.
Example: Sample Set Case Status Button component:
SEE ALSO:
Embedded Appointment Management

The embedded Appointment Management component allows users to schedule, modify, or cancel an appointment.
Important:
• Make sure to set up Field Service, build the flows you need, and install the Field Service Lightning managed package before
adding this component to your site pages.
• Remove the Embedded Chat component from the site pages where you want to use this component. You can use one
embedded component per page.
1. Select the embedded Appointment Management component in the page that you’re configuring.
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Property Details
Embedded Service Deployment Select an embedded Appointment Management deployment.
Logged In Button Label Enter a label for the appointment manager when users are
logged in. The default label is Book Appointment.
Logged Out Button Label Enter a label for the appointment manager when users aren’t
logged in. The default label is Log In and Book
Appointment.
Button Loading Message Enter a label for the appointment manager when the flow is
loading. The default label is Loading....
Embedded Service
The Embedded Service component allows users to request a chat with a support agent.
Important:
• Make sure to set up Chat and Embedded Service before adding this component to your site pages. For help, see “Set Up
Embedded Service for Your Website” in the Salesforce help.
• Remove existing Chat buttons from the site pages where you want to use the Embedded Service component. If you don’t
remove Chat buttons, the component doesn’t work.
1. Select the Embedded Service component in the page that you’re configuring.
Property Details
Chat Deployment Select an Embedded Chat deployment.
Display Chat Button Display the chat button to users.
Fill in Pre-Chat Fields When selected, the name and email fields on your pre-chat form
are pre-populated for logged-in users.
Button Label Enter a label for the chat button. The user sees this text before
they start a chat. The default label is Chat with an
Expert.
Offline Button Label Enter a label for the chat button when there are no support
agents available to chat. The default label is Agent Offline.
Offline Support Button Label Enter a label for the chat button when there are no support
agents available to chat, and your Embedded Service deployment
has offline support enabled. Offline support lets you present a
web-to-case form inside the chat window when agents are
offline. The default label is Contact Us.
Chat Waiting Message Enter a label for the chat button when a chat has been requested
and is waiting for an agent. The default label is Loading.....
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Property Details
Chat Waiting Background Image URL Enter a URL for an image to display in the chat window when a
chat is waiting for an agent.
Agent Avatar Image URL Enter a URL for an agent avatar image to display in the chat
window. This avatar applies to all agents taking chats from this
button. We recommend using an image no larger than 40x40
pixels
Pre-Chat Background Image URL Enter a URL for a banner image to display in the chat window
while the user fills out the pre-chat form.
Code Setting Name Enter the code setting name from Embedded Chat setup and
load JavaScript files you’ve added as static resources.
Company Logo URL Enter a URL for a logo to display in the minimized chat window
when a chat is waiting for an agent. We recommend using an
image no larger than 25x25 pixels.
Routing Order Enter IDs for userId, buttonId, or userId_buttonId,

separated by commas. This field sets a routing order to agents
and chat buttons for the Embedded Service Deployment which
overrides the assigned Chat button.
External Scripts Enter the static resource name for the externals script used to
create custom chat events. Use the name of the static resource
object, like CustomEvent, instead of the name of the file itself.
External Styles Enter the static resource name for the external style used to create
custom chat events. Use the name of the static resource object,
like CustomStyles, instead of the name of the file itself.
Storage Domain Enter an existing site domain for your deployment. Let visitors
navigate between subdomains during a chat session and ensure
their continuous session continuity.
Stream Detail
The Stream Detail component is available to repair the Stream Detail page in the event its Stream Detail component is mistakenly
removed.
1. In the Experience Builder, select the Stream Detail component in the page you’re configuring.
Property Details
Stream ID Stream ID has a default variable value that gets the ID of whatever stream was selected on
the Stream List page. We recommend that you leave this value at its default, {!recordId}.
Changing this value fixes the display to one stream that only one site member has access to.
That is, the member who created the stream with the fixed ID you enter here.
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Stream List
The Stream List component is available to repair the Stream List page in the event its Stream List component is mistakenly removed.
The Stream List component has no properties.
Suggested Actions
USER PERMISSIONS
To create an Experience Cloud site: Create and Set Up Experiences AND View Setup and
Configuration
To customize an Experience Cloud site: • Be a member of the site AND Create and Set Up
Experiences
• OR
• Be a member of the site AND an experience admin,
publisher, or builder in that site
To publish an Experience Cloud site: • Be a member of the site AND Create and Set Up
Experiences
• OR
• Be a member of the site AND an experience admin or
publisher in that site
To run a suggested action in an Experience Builder site Run Flows

OR
Flow User field enabled on the user detail page
OR
If Override default behavior and restrict access to enabled
profiles or permission sets is selected for an individual flow,
access to that flow is given to users by profile or permission
set
Suggested Actions brings the power of Einstein Next Best Action into sites. Choose strategies that apply your org’s business rules to
display suggested offers and actions.
1. Create a recommendation strategy in the Strategy Builder.
2. Drag the Suggested Actions component onto your site page.
3. In the property editor, enter the title that you want customers to see (1) and select the strategy you want to display (2). Enter the
maximum number of suggestions to display (3) and choose where the suggested actions open (4).
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Title
Displays this title for the component on the site page. The default title is Next Best Action.
Strategy
Displays all available strategies created in Strategy Builder.
Maximum Suggestions Displayed
Allows up to four suggestions to display when there are multiple suggested actions available.
Hide Empty Component
Hides the component when there are no suggested actions initially available. If there are actions available when the app opens,
the component continues to display, even if the actions run out.
Launch Suggested Actions In
Specifies whether your suggestions open in a display window, a new browser window, or on a site flow page.
Show Image
Shows images associated with each suggested action. If the recommendation doesn’t have an image, a placeholder displays.
Show Description
Displays the description defined on the Recommendation record.
Show Reject Option
Displays the reject option associated with suggested actions.
Example: Here’s how a strategy looks when it displays in a site.
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Survey
Use the Survey component to embed active surveys into your site’s pages.
1. In the page that you’re configuring, select the Survey component.
Property Details
Survey Name Select an active survey.
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Example: Sample Survey component:
Tabs
Use the Tabs component in the Customer Service to group other components in a set of customizable tabs for structure. Add as many
tabs as you need and whatever components you want. You can rename and reorder the tabs, and choose whether to show or hide
individual tabs to guest users in the site.
1. Add the Tabs component to a page or select it on the page you’re configuring.
2. In the property editor, configure the component.
• To add another tab, click Add Tab.
• To rename a tab or set its public availability, select the tab. To make that tab available to guest users in the site, select Publicly
available. If no tabs are publicly available, the entire Tabs component is hidden from guest users.
• To reorder a tab, drag the tile to the correct position.
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3. Add the components you need to each tab.
Note: You can’t add a Tabs component to another Tabs component.
Example: Sample Tabs component with two renamed tabs—Featured Topics and My Feed:
SEE ALSO:
Tile Menu
Use the Tile Menu Lightning Web component in Experience Builder to add an intuitive and visually stunning navigation experience to
your site.
Customers using the Tile Menu can use images to access an external site, page, record, or global action. For example, clicking an image
takes a customer to a page to log a case or file a claim. You can set up a maximum of eight image-link combinations per Tile Menu
component.
Consider the following when setting up your Tile Menu:
• To make the images in the tile menu viewable by guest site users:
– Enable Let guest users view asset files and CMS content available to the site in Administration > Preferences in
Experience Builder.
– Access the site’s guest user profile and Object Settings.
– Then, give read access to Documents.
• When using Translation Workbench to translate text in the Tile Menu, select Navigation Menu Item as your Setup Component.
• A new version of the Tile Menu component was included in the Summer ’20 release, and allows for much more customization. The
new version of the Tile Menu is available in Experience Builder in the Summer ’20 release. If you use the old version of the component,
shown as Deprecated in the component properties, the component still functions. If you delete your deprecated component, you
must use the new version.
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Note: You can package a tile menu with Bolt Solutions, and distribute them. All the properties of the tile menu are included in
the package, but admins have to associate a navigation menu to the tile menu once the Bolt Solution is installed..
1. From the components list, select the Tile Menu component and drag it onto a site page.
2. On the page, select the Tile Menu component.
Property Details
Default Navitation Select a navigation menu to showcase in Tile Menu.
Menu
Edit Navigation Menu Click to edit your chosen navigation menu.
Image Layout Select one of the three image options for the images in each menu tile.
• Full, No Overlay: Image takes up the whole tile. The banner with text doesn’t overlay the
image.
• Full, With Overlay: Image takes up the whole tile. The banner with text overlays the image.
• Partial: Image is contained in an icon-type box within the tile.
Tile Formatting Click to expand.
Show banner For the Full, With Overlay layout, choose to show a banner.
Banner Position Options for:

• Full, No Overlay: Top
• Full, With Overlay: Top or Bottom
• Partial: Top, Right, Left, Bottom
Banner Height Choose 15–100%.
Note: This setting doesn’t apply to the Full, No Overlay layout.
Banner Background Set the color for the banner background.

Color
Border Radius Choose from 0-50px.
Blank Image Color Tile color if there’s no image.
Tile Background Color For the Partial layout, the background tile color if the image doesn’t take up the entire tile.
Icon Size Size of the icon containing the image for the Partial layout. Choose from small, medium, or
large.
Text Formatting Click to expand.
Color Text color.
Size Text size. Choose from small, medium, or large.
Horizontal Alignment Choose from right, left, or center.
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Example: Example of a tile menu.
SEE ALSO:
Navigation Menu
Toggle Button
The Toggle Button component lets users display or collapse the left navigation menu for mobile devices and tablets. It doesn’t appear
in the desktop view.
You can find the Toggle Button component in the template header.
1. Select the Toggle Button component in the page you’re configuring.
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Example: Sample Toggle Button component:
SEE ALSO:
Top Article by Topic

Give your customers more direction when they’re browsing your knowledge articles in an Experience Builder site. Using the Top Articles
by Topic component, you can organize topics in one view. Articles populate under the topics, ranked by view count.
1. Select the Top Articles by Topic component.
2. In the property editor, configure the component.
• To add another topic, click Add.
• To set a topic’s public availability, select the topic. To make that tab available to guest users in the site, select Publicly available.
• To reorder topics, drag the tile to the correct position.
• Indicate the number of articles to list under each topic (maximum 10).
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Note: If you delete a topic from a site, but have it referenced in the Top Articles by Topic component, the topic name won’t
show. The articles, however, are listed under a blank topic name. To not see the article list, delete the topic name from the Top
Articles by Topic component as well.
Example: Top Articles by Topic component in use:
Topic Catalog
The Topic Catalog component lets Experience Builder site members see a full listing of navigational parent and subtopics you have set
up for the site in one convenient location.
The following is the maximum number of navigational topics and subtopics you can have in a Customer Service template.
Level Maximum Number of Entries

One (parent) 25
Two (subtopic) 10
Three (subtopic) 10
Note: The topic catalog shows only navigational topics and subtopics, and is only visible after you set them up.
1. Edit the Navigation Menu component in your site (typically, on the home page).
2. Select Add the “More Topics...” link.
Example: When site members click More Topics from the Topics list in the navigation menu, they see the topic catalog.
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SEE ALSO:
Topic Description
The Topic Description component is used on the Topic Detail page in the Customer Service template. It shows the topic’s description
as entered in Content Management > Topics.
1. Select the Topic Description component in the page you’re configuring.
Property Details
Topic ID The system supplies this value, and populates the component with the description tied to
the topic shown on the topic detail page.
Title Enter text for the title. The default text is Description.
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Example: Sample Topic Description component.
SEE ALSO:
Topic Metrics
The Topic Metrics component lets users see how often site members use a topic.
You can show the number of posts, articles, and followers that a topic has, and how many people have used the topic in the last 60 days.
Use the Topic Metrics component on the Topic Detail page.
1. Select the Topic Metrics component on the page you’re configuring.
Property Details
Show Posts Enable this setting to show the number of posts tagged with the topic. For navigational topics,
the number of posts includes posts tagged with the topic and posts tagged with subtopics.
Note: The number of posts that use the topic can be inaccurate but provides a good
comparative measure of how often people use the topic in posts.
Show Articles Enable this setting to show the number of articles tagged with the topic.
Show Followers Enable this setting to show the number of people following the topic.
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Property Details
Show how many people Enable this setting to show how many Experience Builder site members have used the topic
used the topic in the in the past 60 days.
last 60 days.
Topic ID This field populates dynamically with the topic ID.
Topics
The Topics component allows your site members to add topics to records to organize them by theme in your Experience Builder site.
Add the topics component to record detail pages for objects that have topics enabled.
1. Select the Topics component.
Property Details
Title Enter a title for the component. The default text is Topics.
Placeholder Text Enter placeholder text that appears in the topic editor to encourage members to enter topic
names. The default text is Type a topic name and press Enter.
Number of Topics Shown Enter the number of topics to show before the Show More link appears. The default number
is 10.
Example: Sample Topics component
Totals
The Totals component displays count summaries related to the site group, such as number of posts, members, and likes.
The Totals component displays as Summary on a page. It’s visible only to users who have reporting permissions in orgs that have group
engagement. You can also choose to make the component visible only to group managers.
1. Select the Totals component in the page that you’re configuring.
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Property Details
Visible only to To make the chart visible only to group managers, select the box.
managers
Example:
Trending Articles
The Trending Articles component displays the most popular articles in your site. You can display them sorted by category or just display
the top articles regardless of category.
An article’s popularity is based on the number of recent views. You can specify two different display options for this component:
• A two-column list of the top trending articles for the site.
• Two or more columns of trending articles sorted by data category. When a data category doesn’t have any articles that are trending,
it doesn’t appear in the list.
1. Select the Trending Articles component in the page you’re configuring.
Property Details
Properties.
Number of Articles Enter the maximum number of articles to display in the component. If you are using the
two-column view with images, this will be the total number of articles that appear in the
component. If you choose to display articles by data category, this will be the number of
articles per child category.
Number of Categories Enter the maximum number of categories to display in the component. This value controls
whether the trending articles are organized by category or not:
• To view a list of trending articles that isn’t organized by categories, type 0 in the field.
• To view trending articles organized by data category, specify the number of categories
to display.
Note: If you specify a parent category that has no children, the component will display
the trending articles without categories even if you specify a number in this field.
Title Enter a title for the component. The default text is Trending.
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Example: Sample Trending Articles component:
SEE ALSO:
Trending Articles by Topic

The Trending Articles by Topic component displays the most popular articles in your Experience Builder site organized by topic.
Note: Before Spring ‘16, this component was named Topic Trending Articles.
An article’s popularity is based on the number of recent views.

1. Select the Trending Articles by Topic component in the page you’re configuring.
Property Details
Title Enter the text that is the title for the component. The default text is Trending Articles.
Number of Articles Enter the maximum number of trending articles to display.
Topic ID The ID from the topic that the user selects to display the list of articles. To display articles from
all managed topics, leave this field blank.
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Example: Sample Trending Articles by Topic component:
SEE ALSO:
Trending Topics
The Trending Topics component displays the popular topics in your Experience Builder site.
In the Page Editor, you can configure the Trending Topics component on the Home page.
1. Select the Trending Topics component.
Property Details
Title Enter a title for the list of trending topics. The default text is Trending Topics.
Number of Topics Enter the number of trending topics to display. You can display a maximum of five topics at
a time.
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Property Details
Show the number of To show the number of people who are using the topic, check the box.
people using the Topic
Example: Sample Trending Topics component:
SEE ALSO:
Record Related List

The Record Related List component shows a list of all records that are related to a record. For example, if you’re looking at an account,
you can see a related list of contacts, opportunities, and activity history for that account. Use the Record Related List component on a
generic Record Detail page or on a custom page to show a list of related records. Members can create records from the list and from
lookups.
When a user expands the list of related records, the Record Related List page is displayed, which uses the Record Related List component
under the hood. The component can occasionally be empty. For example, if there aren't any records related to the current record, or if
the current record was created in the last 24 hours, no related items populate the component.
1. Select the Record Related List component in the page you’re configuring.
Property Details
Record ID (Required) The ID of the parent record.
Layout Design Lay out width options to accommodate main body or narrow column placement of
component.
Note: Related Lists for Campaign members have quick filters to narrow your results for fast results, but the resulting views
can’t be saved or shared.
Example: Sample Related Record List component:
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Note: Record Related List row-level actions aren’t available on mobile for Experience Builder sites.
SEE ALSO:
Unanswered Questions
The Unanswered Questions component lets users see the most viewed unanswered questions in a site. The component shows the top
unanswered questions based on the view count across the site. As questions are answered, they are removed from view.
1. Select the Unanswered Questions component in the page you’re configuring.
Property Details
Title The title of the component. The default text is Do you have the answer?.
Number of Questions Enter the number of questions to show on the list. The default is 5.
Show views Show the number of times the question has been viewed by users.
User Profile
The User Profile component shows detailed information about a user. Details include contact information, profile photo, Chatter statistics,
topics the user is knowledgeable about, who the user is following, and the user’s followers.
The User Profile component uses a two-column layout by default. Profile details and the profile image are always shown, but you choose
if you want to show related lists, Chatter statistics, and Knows About. You can also customize labels.
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The layout of the component makes it ideal for viewing your site on a mobile device. When viewed on a mobile device or tablet, the
component uses a single-column layout with four tabs: Feed, Cases, Details, and Related. The Cases tab is visible only when users view
their own profile. You can edit all tab labels.
If nickname display is enabled for the site, the nickname is shown in place of the full name when a user views another user’s profile. The
full name is shown when a user views their own profile.
If you prefer, you can create a custom layout with more granular control over the placement of user profile content. Create a custom
site page, and use the profile components to build your own version of a profile. Profile components include the User Profile Summary,
User Profile Tabs, User Profile Statistics, User Profile Knows About, and User Profile Related List components.
1. Select the User Profile component in the page you’re configuring.
2. To view the properties component, select the Properties pane:
Property Details
Show All Updates as When this box is selected, the feed automatically defaults to the All Feeds filter. If it isn't
the Default Feeds selected, the feed defaults to the Posts Created by this User filter.
Filter
Show Influence Determines if the user’s Chatter statistics are shown. Statistics include number of posts and
comments, likes received, followers, and people they’re following.
Influence Label Enter a title for the Influence list. The default text is Influence.
Show Knows About Determines if the Knows About list is shown.
Knows About Label Enter a title for the Knows About list. The default text is Knows About.
Maximum Topics in Enter the maximum number of topics listed for each user in the Knows About list, up to a limit
Knows About Displayed of 10.
(up to 10)
Show Recognition Determines if the Recognition Badges card is shown.

Badges
Recognition Badges Enter a title for the Recognition Badges card. The default text is Recognition Badges.
Label
Button Text Enter the text you want to display on the button for awarding badges to other users. The
default text is Give.
Show Related Lists Determines if related lists are shown. Related lists can include Followers, Following, Groups,
and Files.
Feed Tab Label Enter the text you want to display on the tab that users select to view a user’s Chatter feed.
The default text is Feed.
Cases Tab Label Enter the text you want to display on the tab that users select to view their cases. This only
displays for users on their own profile. The default text is Cases.
Cases Tab Header Label Enter the text for the label that appears at the top of the list of cases. The default for this field
is My Cases.
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Property Details
Record Details Tab Determines if a record details tab appears. Record details include profile details, Knows About,
Label (Mobile only) and Influence. The default label is Details. Available only when a site is viewed on a mobile
device.
Related Records Tab Determines if a related records tab appears, such as Groups, Files, Followers, and Following.
Label (Mobile only) The default label is Related. Available only when a site is viewed on a mobile device.
Example: Sample User Profile component
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SEE ALSO:
User Profile Detail

The User Profile Detail component shows details about a user including contact information, profile photo, Chatter statistics, and topics
the user is knowledgeable about. On other users’ profiles, it also shows a Follow button.
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Note: Before Spring ‘16, this component was named User Profile Body.
Chatter statistics for the site include number of posts and comments, likes received, followers, and people the user is following.
Knowledgeable About shows top topics that people know about, so the site can quickly see areas of expertise. Topic knowledge is
calculated based on factors such as best answers, mentions, or likes on questions and posts.
1. Select the User Profile Detail component in the page you’re configuring.
2. To view properties for the component, select the Properties pane:
Property Details
Show Influence Section To show the user’s reputation scores under their photos, select the box.
Show user’s reputation To show user’s reputation scores in the Influence section, select the box. Otherwise, the user’s
score in the Influence reputations scores under their photos.
section
Show Knows About Determines if the Knowledgeable About list is shown.
Show Photo To show the user’s photo, select the box.
Display circular photo To apply a circular crop to user profile photos, select the box. Otherwise the crop is a
square/rectangle.
Users may must reload their photos so that they fit inside in the cropped area.
Maximum Topics Enter the maximum number of topics listed for each user, up to a limit of 10.
Displayed
Example: Sample User Profile Detail component:
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By default, all the information in a user’s profile is visible to all users in the site, including to unlicensed guest users accessing the site. To
limit access to members’ information, use a custom user profile page layout. Hide fields that reveal sensitive information, such as phone,
email, title, and manager.
Note: Showing many user fields in a custom layout affects the performance of the profile view. We recommend showing no
more than 8 fields.
Similarly, consider modifying the fields for unlicensed guest user profiles to show only the necessary information. For example, you could
hide the manager field. For detailed instructions on customizing page layouts, see Salesforce Help.
Add Actions to Your User Profile

There are five available actions that can be added to a User Profile component in your site. These actions include: Freeze, Follow, Edit,
Message, and Give Badge.
Note: Only the Follow action is turned on by default.
To modify your user profile actions in Lightning Experience,

1. Access the Salesforce Setup menu.
2. Go to Object Manager and select Users.
3. Click User Page Layouts.
4. On the Mobile and Lightning Actions tab, choose which buttons to display by dragging them into the Salesforce Mobile and
Lightning Experience Actions section.
5. Save your layout.
Actions appear in a dropdown on the User Profile component and are displayed in the order you add them to the layout.
User Profile Image

The User Profile Image component displays the user’s reputation level, reputation points, and profile photo.
1. Select the User Profile Image component in the page you’re configuring.
Property Details
Display circular photo To apply a circular crop to user profile photos, select the box. Otherwise the crop is a
square/rectangle.
Users may must reload their photos so they fit in the cropped area.
Display Reputation To display reputation level below the user profile photo, select the box.
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Example: Sample User Profile Image component:
SEE ALSO:
User Profile Knows About

Allow site members to endorse and recognize experts using the widget directly on a member’s profile page.
Once you have enabled Knowledgeable People, site members can endorse one another for both new and existing topics on their site's
user profile page. The profile page displays all the topics the site member is knowledgeable about.
Use the component to enter a new topic for endorsement. You can also view the number of endorsements that have been received for
each topic that a member has been marked knowledgeable about. To add or remove endorsements, members can click the thumbs up
button. Site members aren’t able to endorse themselves on any topic.
Note: Before Summer `16, this component was named Knowledgeable About. The component name for sites built before Summer
`16 remains Knowledgeable About.
1. Do one of the following:
• To display the Knows About list within the User Profile component, select that component.
• To display the list elsewhere on the profile page, drag the User Profile Knows About component to the desired location.
Property Details
User ID The user profile ID. Typically, this field is automatically populated with the record ID when the
page loads.
Title Enter a title for the component. The default text is Knows About.
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Property Details
Maximum Topics Enter the maximum number of topics listed for each user, up to a limit of 10.
Displayed
Note: Site members can’t opt out of being shown as knowledgeable about specific topics.
Example:
SEE ALSO:
User Profile Related List

The User Profile Related List component shows lists of a user’s files, groups, followers, and who they’re following.
Add the User Profile Related List component to the User Profile page to show a user’s related lists. Users can view full details for a related
list by clicking View All at the bottom of the list. On the Files related list, users can click to upload a file.
You can customize which related lists are visible in your site by editing the User Profile page layout.
1. Select the User Profile Related List component.
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Property Details
User ID The system supplies this value. Don’t update this field.
Example: Sample User Profile Related List component
SEE ALSO:
User Profile Menu

The User Profile Menu component displays a user’s name (or nickname) and profile picture. It also displays a dropdown from which users
can navigate to their profile, open a case, access their locale and email notification settings, and log out. External users can also access
and manage their account. If the user isn’t logged in, a Login button appears in the header.
Important: The User Profile Menu component replaces the Profile Header component in sites based on Winter ’18 and later
Users can’t customize the profile photo functionality in the profile menu. Instead, they edit all profile information from the profile details
page.
Note: If displaying a nickname is enabled in the site, this component shows the nickname instead of the user’s name. The user’s
reputation level displays only if reputation is enabled in the site.
1. In the page you’re configuring, select the User Profile Menu component.
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Property Details
Case Filter Name or The name or ID of the list view that displays the user’s cases. This value is used throughout
IkD the site to display the user’s list of cases.
Include Contact Select to include the option to contact an agent from the profile.
Support
Home Label Enter the text shown for the link to the site home page from the user navigation menu. The
default is Home.
Include My Messages Include a My Messages link in the profile menu, which shows the number of unread messages
in the menu and opens the Messages page when clicked.
My Profile Label Enter the text shown to indicate a user’s profile. The default is My Profile.
Contact Support Label Enter the text for the link to the page where the user can open a case. The default is Contact
Support.
Login Label Enter the text for the link to log in to the site. The default is Login.
Logout Label Enter the text for the link to log out from the site. The default is Log Out.
Experience Builder Enter the text for the link to the Experience Builder page. The default is Experience
Label Builder. This link appears only for users with permissions to manage the site.
Site Setup Label Enter the text for the link to the setup page for sites. The default is Site Setup. This link is shown
to users with permissions to create or modify the site’s administration settings.
User Settings Label Enter the text for the link to access an authenticated user’s personal settings for the site. The
default is My Settings.
Show User Settings in Select this option to show user settings in the profile dropdown list.
Menu
My Account Label Enter the text for the link that external users click to view their account record. The default is
My Account. This feature is available in the Spring ’16 version of the Customer Service template
and later.
Note: External site members who access the My Account link see their account details
based on the configuration of the Record Detail page.
User Profile Stats

The User Profile Stats component displays many of the user’s Chatter statistics for the community. Stats include the number of posts
and comments made, likes received, followers, and people they’re following.
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The user statistics that appear in the User Profile Stats component are visible to all members of the community. This visibility lets
community members see how active other members are.
1. Select the User Profile Stats component on the page.
Property Details
User ID Don’t update this field. The system supplies this value.
User Stats Title Title of the component. The default value is Influence.
Display Reputation To display the reputation level, check the box.
Example: Sample User Profile Stats component:
SEE ALSO:
User Profile Summary

The User Profile Summary component displays the user’s contact information, title, address, and manager’s name. If nickname display
is enabled for the site, other users’ nicknames are shown in place of the full name. The full name is shown when users view their own
profiles.
Note: Before Spring ’16, this component was named User Profile Detail.
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Note: Showing many user fields in a custom layout affects the performance of the profile view. We recommend showing no
more than 8 fields.
You can add the User Profile Summary component to the Profile page. This component allows users to edit their profile information
from the site. When viewing another user’s profile, you can click their address to see a Google map of their location.
Note: When viewing a site on a mobile device, the Google map appears below the address.
1. Select the User Profile Summary component in the page you’re configuring.
2. To view properties for the component, select the Properties pane:
Property Details
Example: Sample User Profile Summary component:
SEE ALSO:
User Profile Summary & Image (Deprecated)

The User Profile Summary & Image component displays a user’s photo, contact information, reputation level, title, and manager’s name.
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Note: Before Spring ‘16, this component was named User Profile Header Detail. In Winter ’21, this component was deprecated.
Use the User Profile Summary and User Profile Image components instead.
Users in Koa and Kokua sites access the user profile detail by viewing their own profile or clicking another member’s name. In their own
profile, users can click the pencil icon to edit their contact information. In another user’s profile, users can click Follow to see the user’s
community activity directly in their feed. Clicking another user’s address displays a Google map of their location.
Note: When viewing a community on a mobile device, the Google map appears below the address.
Important: To avoid issues, make sure that the User Profile Summary & Image component and the Case List component occupy
different regions of the My Cases page. They occupy different regions by default, but it is a good practice to verify in your community.
To check, navigate to the My Cases page in Community Builder, go to the Page Editor, and click . If the two components are
listed under one region—for example, Content—drag one to a different region.
1. Select the User Profile Summary & Image component in the page you’re configuring.
2. To view properties for the component, select the Properties pane.
Property Details
Example: Sample User Profile Summary & Image component:
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User Profile Tabs

The User Profile Tabs component lets users see their feed and cases on their profile. They can also post to their feed directly from their
profile. When viewing another user’s profile, they see the user’s activity but not their cases.
On desktops and tablets, users see a list view of up to 25 of their most recent cases. They can sort columns in the list and click the case
number to view the details of that case. Navigation arrows let them click through the list of cases when there are multiple pages. On
mobile devices, the view is optimized and users scroll through a list of cases and select a case to see its details.
1. Select the User Profile Tabs component in the page you’re configuring.
Property Details
Feed Tab Label Enter the text you want to display on the tab that users select to view a user’s Chatter feed.
The default text is Feed.
Cases Tab Label Enter the text you want to display on the tab that users select to view their cases. This only
displays for users on their own profile. The default text is Cases.
Header Title Enter the text for the label that appears at the top of the list of cases. The default for this field
is My Cases.
Show All Updates as When this box is selected, the feed automatically defaults to the All Feeds filter. If it isn't
the Default Feeds selected, the feed defaults to the Posts Created by this User filter.
Filter
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Example: Sample User Profile Tabs component:
Case list viewed on a mobile device:
SEE ALSO:
User Settings (Deprecated)

The User Settings component displays a user’s username, email address, language, locale, time zone, profile visibility, and email notification
settings. User settings are only available for authenticated users.
Note: In Summer ’19, the Customizable User Settings component replaces the User Settings component. In Winter ’21, this
component was deprecated. Use the Customizable User Settings component instead.
On the User Settings component, users can change their language, locale, and time zone so that the site is localized appropriately. A
user can also see their username and change their email or password. Users can choose to show their profile details to guest users who
aren’t logged in to the site. Users can also choose to receive email based on events in the site. If users don’t want to receive email about
events in the site, they can disable email notifications.
1. Select the User Settings component in the page you’re configuring.
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Property Details
Hide email Prevents email notifications from appearing in a user’s personal Chatter settings.
notifications setting
Hide the Connected Prevents the Connected Sources tab from appearing on the User Settings component.
Sources tab
Tip: For orgs where Single Sign-On (SSO) is enabled, you may also want to hide the Change Password link in a user’s My
Settings page.
a. Create a permission set, for example Single Sign On Link in Setup.
b. Set “Is Single Sign-On Enabled” to On in System permissions.
c. Assign the permission set to appropriate users in your org.
“Change password” page no longer appears on their My Settings page.
Example: Partial view of the User Settings component with the Connected Sources tab called out:
SEE ALSO:
User Permissions
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Visualforce Page Component

Use the Visualforce Page component to add existing Visualforce pages to the pages of your
EDITIONS
Experience Builder site.
Note: The Visualforce Page component only supports the navigateToURL function. Available in: Salesforce
Relative and absolute URLs are supported. Relative URLs are relative to the site domain, and Classic (not available in all
orgs) and Lightning
retain navigation history. External URLs—that is, URLs that are outside the site domain—open
Experience
in a separate browser window.
1. In Experience Builder, drag the Visualforce Page component from the Components panel onto Available in: Enterprise,
the page. Performance, Unlimited,
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
2. Edit the component to select the Visualforce page to use. If you installed the Salesforce CPQ • Be a member of the site
(Steelbrick) app, those pages are also available for selection here.
Experiences
OR
AND an experience
that site
3. Adjust the height as you like.

4. Optionally, specify a Record ID if the Visualforce page. Typically, the system populates this value depending on context.
Tip: If the Visualforce page requires the Record ID from an object such as Account, create object pages for Account. Then
drag the Visualforce Page component onto the object’s detail page. The Record ID field adjusts to the object’s ID.
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Login Components
Brand the Login Pages

Use the Experience Builder to customize and brand the login pages with your own design. You can change the appearance of the login
pages with a background image, color scheme, and font settings. Use Experience Builder to set the background. Your preference applies
to all login pages unless you override the settings within an individual page.
1. Select Go To Experience Builder, if you’re not already in it.
2. From the Go To menu, select Login.
3. In the left pane, upload an image for the background, and then set color and text preferences as needed.
Example: The Branding Editor settings in Experience Builder:
Warning: When you customize a login page or any page that includes fields with sensitive or confidential information with
Experience Builder, we recommend that you use only standard components built by Salesforce or components that you
built, customized, or vetted. Use of third-party components and code libraries on a page that includes fields with sensitive
or confidential information can increase your risk for security vulnerabilities.
Employee Login Link

Use the Employee Login Link component to direct users with accounts in the site’s parent org to their login page. When your employees
or other users who have accounts in the parent org for the site end up on the site login page, you can redirect them to their own login
page with a link. They can then log in with all the settings and permissions of their org account.
1. Select the Employee Login Link component in the page that you’re configuring.
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Property Details
Employee Login Link Enter text that identifies the login option for employees. The label appears as clickable text
on the page. The default text is Are you an employee? Login here.
Example: Sample Employee Login Link component:
SEE ALSO:
Forgot Password
Use the Forgot Password component to let users request a new password.
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Sometimes users forget their existing passwords and need a new one. The Forgot Password component gives users the ability to get
one without contacting an administrator. The user enters the email address that’s associated with the account, clicks the button, and
gets email instructions for resetting the password.
1. Select the Forgot Password component in the page that you’re configuring.
Property Details
Check Email URL Enter the view or path to the page that notifies the user when the password has been reset
and an email has been sent.
Username Label Enter the text that appears in the field where the user enters a valid username, which can be
in the form of an email address if users are identified that way.
Submit Button Label Enter the text for the button that the user clicks to make the password reset request.
Example: Sample Forgot Password component:
SEE ALSO:
Login Form
Let users log in with login fields for a username and password and a button for submitting both.
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The Login Form component is a simple username and password form that lets users with an existing account log in to the site.
Note: If the site administrator deselects the username and password checkbox on the Administration > Login & Registration
page in Experience Management, the Login Form doesn’t appear in the published site. For more information, see “Customize Your
Experience Cloud Site’s Login Experience” in the Salesforce Help.
1. Select the Login Form component in the page that you’re configuring.
Property Details
Start URL Enter the path to the page that users see after they log in successfully. This is the home page
for the site.
Username Label Enter the text for the username field label. The default text is Username.
Password Label Enter the text for the password field label. The default text is Password.
Login Button Label Enter the text for the button that the user clicks to submit the login request. The default text
is Log in.
Forgot Password Link Enter the text for the link to the page where users can request a password reset. The default
Label text is Forgot your password?
Forgot Password URL Enter the page where users can request a password reset.
Self Register Link Enter the text for the link to the page where users can complete a self-registration form. The
Label default text is Not a member?
Self Register URL Enter the page where users can complete a self-registration form.
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Example: Sample Login Form component:
SEE ALSO:
Self-Registration
The Self-Registration component lets users set up their accounts so that you don’t have to add each one manually. Users put their
information into the form fields, and when they click Sign Up, an account is created for them. This component has a basic set of fields
that you can customize, and you can add more fields.
For this component to appear, go to Experience Management and select Administration > Login & Registration > Allow external
users to self-register.
1. Select the Self Registration component in the page that you’re configuring.
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Property Details
Account ID Enter the variable expression for the account ID to associate with new users.
Start URL Enter the path to the page that users see after they log in. This page is the home page for the
site.
Registration Enter the path to the page to display after the user submits the self-registration form.
Confirmation URL
First Name Label Enter the label text for the user’s first name. The default text is First Name.
Last Name Label Enter the label text for the user’s last name. The default text is Last Name.
Email Label Enter the label text for the user’s email address. The default text is Email.
Password Label Enter the text for the password field label. The default text is Confirm Password.
Confirm Password Label Enter the text for the field in which a user confirms the password. This field usually requests
that the user retype the proposed password to make sure that it’s correct.
Submit Button Label Enter the text for the button to submit the form values. The default text is Sign Up.
Include Password Select this option if you want self-registering users to pick their own passwords. Otherwise,
Field? password information is provided in the email that they receive after they submit the form.
Extra Fields Field Set Optionally, add fields to the form. If you’ve created a field set by using our API, enter the
Name variable that’s associated with the field set here. For example, you can write code that creates
a field set to collect a phone number or other information.
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Example: Sample Self-Registration component:
SEE ALSO:
Social Login
The Social Login component provides users with icons that they can click to log in to a third-party account, such as Facebook© or
LinkedIn©. Set these icons for each authentication provider that you configure for the org.
458
Some users prefer to use an existing account with a service such as Facebook to log in to the site instead of setting up a new account
and password. The third-party service is an authentication provider that verifies the identification of the user. Use the Social Login
component to add an icon for each supported authentication provider. The user clicks the icon and logs in using the associated account’s
username and password.
Before you add the Social Login component, set up each authentication provider. For more information, see Configure Authentication
Providers.
1. Select the Social Login component in the page that you’re configuring.
Property Details
Show Header Select this option to show a text header above the authentication header icons.
Header Text Enter the text for the header text.
Use Experience Builder Select this option to improve performance and reduce HTTP redirects by using site-specific
site auth provider URLs for single sign-on for all auth providers for your site. Copy the site's Callback URL in Auth.
URLs Providers in Setup. Make sure you update the callback URLs in your identity provider
accordingly. If you don't select this option, Salesforce continues to use
login.salesforce.com or test.salesforce.com to redirect to your site
during SSO, which can result in decreased performance.
Note: If you configure Apple as an external authentication provider, select this option
to ensure that the Social Login component recognizes user information.
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Example: Sample Social Login component with “or log in with” text (1) and authentication provider icons (2):
SEE ALSO:
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Set Up and Manage Experience Cloud Sites Customize Sites with Experience Builder
Customize Sites with Experience Builder

Use templates to quickly set up a site. Then customize it with your company’s branding, share
EDITIONS
Salesforce records with site members, and work with them in a collaborative space that meets your
needs. Available in: Salesforce
IN THIS SECTION: orgs) and Lightning
Experience
Experience Builder Overview
Experience Builder and site templates let you create, brand, and publish a custom site that looks Available in: Enterprise,
great on any mobile device! Choose a template to quickly start your site, and then style the Performance, Unlimited,
pages to match your company’s branding. and Developer Editions
Manage Your Site’s Pages and Their Properties in Experience Builder

The Pages and Page Action menus centralize all your page-related needs, from page creation USER PERMISSIONS
to audience criteria-based page visibility and everything in between.
Track Site Users with Your Google Analytics Tracking ID Cloud site:
Add your Google Analytics™ tracking ID to track page views. Enable access to your Salesforce • Create and Set Up
data for deeper insights. Then, adjust your pages to more accurately reach your customers. Experiences AND View
Multilingual Sites
Experience Builder lets you create different language versions of your site to serve separate Cloud site:
international audiences. For example, let’s say that you have customers in France and Germany.
You can deliver the same site experience to each in the language that’s appropriate for their
region. Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
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Set Up and Manage Experience Cloud Sites Experience Builder Overview

Experience Builder and site templates let you create, brand, and publish a custom site that looks
EDITIONS
great on any mobile device! Choose a template to quickly start your site, and then style the pages
to match your company’s branding. Available in: Salesforce
With Experience Builder, you can: Classic (not available in all
orgs) and Lightning
• Quickly style the site to match your company’s branding.
Experience
• Edit site pages and components with the Experience Builder and customize their design and
content. Available in: Enterprise,
• Preview your site and ensure that it appears correctly on different devices.
• Publish your changes so you can make them available to everyone in your site.
USER PERMISSIONS
IN THIS SECTION:
Navigate Experience Builder To create an Experience
Cloud site:
Experience Builder lets you quickly create and style your custom site to match your organization’s
branding. Experiences AND View
Role-Based Access in Experience Builder Setup and Configuration
Use role-based access to control who does what in a community, portal, or site. Assign roles to To customize an Experience
your contributors with the level of access they need in a specific experience. Cloud site:
Add Style to Your Experience Builder Site with Themes • Be a member of the site
A theme is a collection of information that defines the visual flow of your Experience Builder Experiences
site.
OR
Upload and select images for your header, logo, rich content editor, and custom components
AND an experience
using the file selector in Experience Builder. After they're uploaded, files are converted to admin, publisher, or
packageable asset files and stored in your org asset library for easy reference and retrieval. builder in that site
Experience Builder Settings To publish an Experience
Use the Settings area to track which template you’re using, view your site’s status, and customize Cloud site:
your template. If you’re using the Customer Service template, easily access your navigational • Be a member of the site
and featured topic settings. AND Create and Set Up
Preview Your Experience Builder Site Experiences
Before going live, you can preview your Experience Builder site to see how it looks in a desktop OR
browser window or on a mobile device. • Be a member of the site
Publish Your Experience Builder Site Customizations AND an experience
Publish your site in Experience Builder to make your branding and component customization
that site
updates available to your site’s members.
SEE ALSO:
Navigate Experience Builder
Experience Builder Settings
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Navigate Experience Builder

Experience Builder lets you quickly create and style your custom site to match your organization’s
EDITIONS
branding.
To access Experience Builder: Available in: Salesforce
• From the global header menu in Experience Workspaces or Experience Management, click
orgs) and Lightning
Experience Workspaces > Builder or Experience Management > Go to Experience
Experience
Builder.
• From the All Sites page in Setup, click Builder next to the site name. Available in: Enterprise,
• From a site, click Experience Builder in the profile menu.
In Experience Builder, you can:
• Drag and drop Lightning components onto your page (1). The Components panel includes USER PERMISSIONS
custom Lightning components from AppExchange.
• Theme the site to match your organization’s brand and style (2). To create an Experience
Cloud site:
• View all the components on the current page (3). To edit a component’s properties, select the • Create and Set Up
component. You can also delete custom components and open them directly in the Developer Experiences AND View
Console. Setup and Configuration
• Edit site settings and accept updates to your site’s template (4). To customize an Experience
• Use the Experiences menu (5) to: Cloud site:
– Go to the site after it’s activated.
– Open Experience Workspaces or Experience Management to manage site analytics, login, Experiences
registration, reputation, topics, and other settings. OR
– Return to Setup.
• Navigate to the site page that you want to edit using the Pages menu and clicking Page AND an experience
Settings > Page Variation (6). Manage, create, delete, and set the visibility of pages in Page admin, publisher, or
Properties for each page.
• Refresh the current page (7). To publish an Experience
Cloud site:
• See how your site appears on different devices (8).
• Preview the site in a new browser window (9). AND Create and Set Up
• Publish your changes to make your updates available to everyone in your site (10). Experiences
OR
AND an experience
that site
463
SEE ALSO:
Role-Based Access in Experience Builder

Use role-based access to control who does what in a community, portal, or site. Assign roles to your
EDITIONS
contributors with the level of access they need in a specific experience.
Contributors are users in your org that you add to your Experience Builder site. Specify what these Available in: Experience
contributors can do and see within the site by assigning them one of the following roles. Builder sites accessed
through Lightning
Experience admin
Experience and Salesforce
These contributors can do just about everything in an assigned Experience Builder site. They
Classic in Enterprise,
can access Experience Builder, can manage contributors, and publish the site. Essentials, Performance,
Publisher Unlimited, and Developer
These contributors help you build and publish the assigned Experience Builder site. They can editions.
access Experience Builder and they can publish the site. They can’t manage contributors. They
have read-only access to the Experience Workspaces Administration > Contributors tab.
Builder Unlimited, and Developer
These contributors help build the assigned Experience Builder site. They can access Experience Editions
Builder. They can’t publish the site or manage contributors. They have read-only access to the
Experience Workspaces Administration > Contributors tab.
Viewer
These contributors have read-only access to Experience Builder in an assigned site. They can’t publish the site or manage contributors.
They have read-only access to the Experience Workspaces Administration > Contributors tab.
Note: Contributors assigned any access role level can’t:

• Upload images in the Tile Menu component.
• Export templates, pages, or themes within Experience Builder.
Note: To ensure your contributors can access Experience Builder and Experience Workspaces in an inactive site, enable the “Modify
All Data” permission.
In addition to the new roles, existing Salesforce admins have broad access to your Experience Builder sites.
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Salesforce admin
A Salesforce admin can control all Experience Cloud settings, and can create communities, portals, and sites.
IN THIS SECTION:
Add Contributors to an Experience Builder Site
You can add users as contributors to a specific site by assigning them an access role. A contributor’s access role is specific to that
site, but a contributor can have different roles in different sites.
Update a Contributor’s Access Role
You can update a contributor’s access role to increase or decrease the level of access. A contributor’s access role is specific to an
Experience Builder site, so you must change the contributor’s role in each assigned site separately. Experience admins can’t change
their own role.
Remove a Contributor from an Experience Builder Site
If a contributor leaves your company or is transferred to a different team, you can remove the contributor from a site. The user is
removed from the Experience Builder site but not from Salesforce.
Add Contributors to an Experience Builder Site

You can add users as contributors to a specific site by assigning them an access role. A contributor’s
EDITIONS
access role is specific to that site, but a contributor can have different roles in different sites.
1. In your site, go to Experience Workspaces and select the Administration tile.
2. Select Contributors tab (1) and click Add Contributors (2). Performance, Unlimited,
USER PERMISSIONS
Builder:
Experiences
AND
To add, remove, or change

a contributor access role:
• Salesforce admin or
Experience admin in that
site
To be a contributor in an
Experience Builder site:
Experiences is disabled
AND
465
Contributors in your Experience Workspace can curate Salesforce CMS content from within each site, and decide who sees it and
how it appears. Make sure to use Full Copy sandboxes for CMS content and collections so that all of your content appears in the
workspace.
3. Search for users. Only members of the Experience Builder site on page 57 are listed.
4. Click next to the users you want to add.
5. Click Next.
6. For each user, assign a contributor role.
466
Experience admin
These contributors can do just about everything in an assigned Experience Builder site. They can access Experience Builder, can
manage contributors, and publish the site.
Publisher
These contributors help you build and publish the assigned Experience Builder site. They can access Experience Builder and they
can publish the site. They can’t manage contributors. They have read-only access to the Experience Workspaces Administration >
Contributors tab.
Builder
These contributors help build the assigned Experience Builder site. They can access Experience Builder. They can’t publish the
site or manage contributors. They have read-only access to the Experience Workspaces Administration > Contributors tab.
Viewer
These contributors have read-only access to Experience Builder in an assigned site. They can’t publish the site or manage
contributors. They have read-only access to the Experience Workspaces Administration > Contributors tab.
7. Click Finish.
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Update a Contributor’s Access Role

You can update a contributor’s access role to increase or decrease the level of access. A contributor’s
EDITIONS
access role is specific to an Experience Builder site, so you must change the contributor’s role in
each assigned site separately. Experience admins can’t change their own role. Available in: Experience
1. In your Experience Cloud site, go to Experience Workspaces, and select the Administration Builder sites accessed
tile. through Lightning
2. Select Contributors.
3. Essentials, Performance,
Click next to the contributor you want to update and select Change Role.
editions.

Editions
USER PERMISSIONS
Builder:
Experiences
AND

site
Experience Builder site:
Experience is disabled
AND
468
Note: To prevent you from accidentally removing your access to a site, you can’t edit or remove your own contributor role.
To change your level of access, another admin must update your role.
4. Select the new contributor role, and click Update.
469
Remove a Contributor from an Experience Builder Site

If a contributor leaves your company or is transferred to a different team, you can remove the
EDITIONS
contributor from a site. The user is removed from the Experience Builder site but not from Salesforce.
1. In your site, go to Experience Workspaces, and select the Administration tile. Available in: Experience
Builder sites accessed
2.
Click next to the contributor you want to update and select Remove. through Lightning
Essentials, Performance,
editions.

Editions
USER PERMISSIONS
Builder:
Experiences
AND

site
Experience Builder site
Experiences is disabled
AND
470
Note: To prevent you from accidentally removing your access to a site, you can’t edit or remove your own contributor role.
To change your level of access, another admin must update your role.
After you remove a contributor from a site, the contributor can no longer access that site.
471
Add Style to Your Experience Builder Site with Themes

A theme is a collection of information that defines the visual flow of your Experience Builder site.
EDITIONS
Themes are made up of layouts and styles, such as colors, fonts, and images. These elements
combine to give you granular control of the appearance and structure of each page in your site. Available in: Salesforce
Themes are all about the look and feel of your site and are independent of your content. Classic (not available in all
orgs) and Lightning
Example: The default Customer Service theme includes two layouts. Experience
• Login, which applies the theme layout to the login pages
• Default, which applies the theme layout to all non-login pages Performance, Unlimited,
Your site comes with several pre-built themes that you can quickly customize to meet your needs.
Pre-built themes work across all our standard templates, such as Customer Service, Partner Central,
Customer Account Portal, and Build Your Own (Aura). How you style an applied theme is unique USER PERMISSIONS
to each site where the theme is used. The theme that you select changes the headers, footers, and
other properties that are available for your site.
Cloud site:
Note: Though pre-built themes come with their own layouts, you can switch between • Be a member of the site
available layouts as needed. You can even work with your development team to create custom AND Create and Set Up
components and layouts. Experiences
OR
IN THIS SECTION: • Be a member of the site
AND an experience
Prebuilt Experience Builder Themes
Prebuilt themes come with every template. They let you style your site with clicks, not code. builder in that site
Apply color, fonts, and images to your site to match your design or brand. Match your colors
precisely by uploading your own logo to generate a custom color scheme. Create branding To publish an Experience
sets to change colors, fonts, and logos quickly for different audiences and needs. Cloud site:
Change the Theme of Your Experience Builder Site
Experiment and find the theme that works best for your needs, without changing your content. Experiences
Use Branding Sets in Experience Builder OR
Branding sets let you automatically change the look of your sites for different audiences and
shift quickly between brands or presentations for campaigns or events. AND an experience
Customize the Theme of Your Experience Builder Site admin or publisher in
that site
Customize the theme of your Experience Builder site by adjusting everything from the size and
color of your headers and footers, to the fonts and colors for active text. We can get you started,
but you get to make the final tweaks to make the theme your own.
SEE ALSO:
Developer Guide: Dynamic Branding with Login Pages
472
Prebuilt Experience Builder Themes

Prebuilt themes come with every template. They let you style your site with clicks, not code. Apply
EDITIONS
color, fonts, and images to your site to match your design or brand. Match your colors precisely by
uploading your own logo to generate a custom color scheme. Create branding sets to change Available in: Salesforce
colors, fonts, and logos quickly for different audiences and needs. Classic (not available in all
Pre-built themes give you a head start with your site that you can easily customize further. After orgs) and Lightning
you’ve created a site and selected your theme, use Experience Builder’s Theme panel to adjust the Experience
experience. Available in: Enterprise,
This short video shows themes in action, Give Your Site Style with Pre-Built Themes. Performance, Unlimited,
Click Change Theme to select a theme.
Depending on the theme you select, you can use Experience Builder for various tasks.
• Choose colors for text, actions, links, navigation, and borders.
• Specify font family, style, weight, and case, and add a custom font.
• Change header and page background color.
• Choose a custom Search component.
• Choose a custom User Profile component.
• Use custom CSS to apply your own styles.
• Generate a custom color scheme from an image of your logo or company pallet.
• Use a branding set to quickly target different audiences and needs.
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Note: You can apply branding sets on an audience basis to change colors, images, and fonts. For information on targeting
specific layouts or content to a specific group, see Personalization Using Audience Targeting in Experience Builder Sites.
SEE ALSO:
Preview Your Experience Builder Site
Use Branding Sets in Experience Builder
Personalization Using Audience Targeting in Experience Builder Sites
474

Experiment and find the theme that works best for your needs, without changing your content.
EDITIONS
Changing themes is an easy, two-click effort in the Theme panel. Select Change Theme to see a
list of available themes for your template. Available in: Salesforce
orgs) and Lightning
Experience

USER PERMISSIONS
Cloud site:
Experiences
OR
Your current theme is flagged as Active. Select any other theme, activate it, and it’s applied to your
site. • Be a member of the site
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
Choosing a theme is just the start. Even if the defaults work for you, you’re not stuck with them.
• Adjust the Colors (1) of text, backgrounds, and borders.
475
• Upload background Images (2) and your company logo.

• Select Font (3) styles.
• Adjust Theme Settings (4) that are specific to the active theme. For example, choose:
– whether to show the hero
– whether to keep the header from scrolling
– the width of page content
Note: Available settings are unique to the active theme.
• Add, modify, and adjust components on the page individually to complete the experience.
We remember the customizations that you create for your theme, even if you switch from the theme and then reactivate it later.
What if you don’t like what you’ve customized? Easy, start fresh!
1. In Experience Builder Settings (1), select Theme.

2. Click Reset (2) for your current theme.
3. Read the warning and then click Reset to confirm.
4. Alternatively, you can reset a theme back to its defaults the next time you reactivate it in the Change Theme panel by selecting
Replace and start fresh.
Note: Using either Reset or Replace and start fresh deletes all of your customizations.
• Branding sets
• Theme regions (settings for common elements across pages like headers)
• Theme settings
• Custom theme layouts
• Custom theme layout assignments for pages
• Custom CSS overrides
These settings aren’t retrievable, so be careful about selecting either Reset or Replace and start fresh.
476
Many pre-built themes have multiple layouts, such as home, login, and content pages.
Changing themes preserves your content, but a new theme doesn’t necessarily display your content in a useful or desirable manner.
After a change, always reconfirm that your site still works the way you want it to.
The Manage section of the Theme panel shows your currently active and configured themes.
Chances are you aren’t using all of your themes, so you can delete (1) any extras here. Deleting a theme removes all of your customizations,
similar to Reset. But you can add a fresh copy of the theme from the Change Theme section of the Theme panel.
SEE ALSO:
Custom Theme Layouts and Theme Layout Components
Customize the Theme of Your Experience Builder Site
477
Use Branding Sets in Experience Builder

Branding sets let you automatically change the look of your sites for different audiences and shift
EDITIONS
quickly between brands or presentations for campaigns or events.
Branding Sets are bundled collections of images, fonts, and colors that can dramatically and Available in: Salesforce
dynamically change the look and feel of your site. You manage branding sets in the Experience Classic (not available in all
Builder’s Theme panel. If you’re using a pre-built theme, the branding set doesn’t affect the header orgs) and Lightning
and hero areas of your site. Experience

USER PERMISSIONS
Cloud site:
Experiences
OR
Note: Branding sets apply only to colors, images, and fonts. For more information on targeting • Be a member of the site
layout or content to a specific group, see Personalization Using Audience Targeting in AND an experience
Experience Builder Sites. admin, publisher, or
Cloud site:
Experiences
OR
You can maintain and manage several branding sets for any site. Each set (1) is a collection of colors • Be a member of the site
and other elements that you can apply manually or programmatically, using Audiences. You can AND an experience
also start a new set from scratch (2). admin or publisher in
that site
Note: While you can create many automatic responses to audience, Dynamic Branding, such
as declarations of Action Color, doesn’t work with pre-built themes.
Manage each set, from its menu.
To create or edit a branding set, select it and the attributes you want to bundle.
478
1. Open the Theme panel and select Manage Branding Sets.
2. Choose the branding set to edit, or create one. All of your changes are associated with the selected branding set.
3. (Optional) Experience Builder can generate a color scheme for you when you select Generate Palette from Image in the Colors
panel.
a. In the Colors panel, click Generate Palette from Image
b. Choose your previously uploaded company logo or a different image, like an image of your company palette. Experience Builder
extracts the main colors from the image and generates a scheme.
c. To modify colors, click the color swatch. To adjust the color, use the slider or enter hex values.
4. To set the attributes of your branding set, in the Theme panel, select or adjust the fonts, images, and colors.
Your changes are saved automatically and appear instantly on the page. To review the results, select various page types from the
Pages menu.
Note: If public access is enabled in Experience Builder at the page or site level, the Let guest users view asset files and
CMS content available to the site preference is enabled in Administration > Preferences. This preference remains enabled
as long as any page has public access enabled. If you upload images for use on site login pages, be sure that this preference
is enabled.
When you add an image to your site for the first time, an asset file is automatically created and stored in the Org Asset Library.
You can always tell which branding set is active by looking at the Theme panel.
479
Remember that branding sets apply only to colors, images, and fonts. For more information on targeting layout or content to a specific
group, see Personalization Using Audience Targeting in Experience Builder Sites
Note: Not all components in pre-built themes support audience targeting. You can confirm if a component can be targeted by
looking in its component properties panel menu (1) for the Audience (2) section. If the section is missing or if there isn’t a menu
on the component properties panel, then the component doesn’t support audience targeting.
If you can’t find a way to control aspects of your site through the Theme panel or component properties, you can create your own CSS
overrides. Your overrides apply to, and are remembered for, the currently active theme. Click > Edit CSS on the Theme panel to
use your own CSS styles. Use CSS sparingly, and only when necessary, in case future releases of template components don’t support all
CSS customizations.
SEE ALSO:
Developer Guide: Dynamic Branding with Login Pages
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Customize the Theme of Your Experience Builder Site

Customize the theme of your Experience Builder site by adjusting everything from the size and
EDITIONS
color of your headers and footers, to the fonts and colors for active text. We can get you started,
but you get to make the final tweaks to make the theme your own. Available in: Salesforce
Every pre-built theme is loaded with options to help you achieve the style you want without ever Classic (not available in all
dealing with code. And we remember how you set up each theme so you can change between orgs) and Lightning
them easily. Experience
If you previously customized a pre-built theme, when you reactivate it you can decide to use your Available in: Enterprise,
current settings or replace them and start over. Performance, Unlimited,
USER PERMISSIONS
Cloud site:
Experiences
OR
Note: Using either Reset or Replace and start fresh deletes all of your customizations. • Be a member of the site
• Branding sets AND an experience
• Theme regions (settings for common elements across pages like headers) builder in that site
• Theme settings
• Custom theme layouts Cloud site:
• Custom theme layout assignments for pages • Be a member of the site
• Custom CSS overrides AND Create and Set Up
Experiences
These settings aren’t retrievable, so be careful about selecting either Reset or Replace and
OR
start fresh.
Changing themes preserves your content, but a new theme doesn’t necessarily display your content
AND an experience
in a useful or desirable manner. After a change, always reconfirm that your site still works the way admin or publisher in
you want it to. that site
IN THIS SECTION:
Adjust the Style and Layout of Your Site Theme
Experience Builder sites include several pre-built themes that you can modify easily. In addition to customizing the layouts, you can
configure colors, fonts, images, sizes, and actions with a ton of choices and levers.
Theme Guidance: Header Components
Headers provide context and easy navigation throughout a site.
Theme Guidance: Hero Component
Hero images are large images that are designed to dominate the visual field of a page and grab attention.
Theme Guidance: Search Component
Multiple search components and placement options give you flexibility to design the right experience for your customers.
481

Theme layouts and theme layout components combine to give you granular control of the appearance and structure of each page
in your site. Customize the layout’s header and footer to match your company’s style. Configure theme layout properties. Or use a
custom search bar and user profile menu. Then use theme layouts to assign theme layout components to individual pages allowing
you to quickly change layouts from one central location. Whether you’re a consulting partner or an ISV, or you simply want to revamp
your own site, custom theme layouts make it easy to rebrand.
SEE ALSO:
Developer Guide: Build a Condensed Theme Layout Component
Trailhead: Create a Custom Theme Layout Component
Adjust the Style and Layout of Your Site Theme

Experience Builder sites include several pre-built themes that you can modify easily. In addition to
EDITIONS
customizing the layouts, you can configure colors, fonts, images, sizes, and actions with a ton of
choices and levers. Available in: Salesforce
You may be asking yourself: All those controls, where do I start? Classic (not available in all
orgs) and Lightning
Start with the broadest settings. The Theme Settings section of the Theme panel contains general
Experience
settings that affect your entire theme. These settings vary depending on your site’s active theme.
USER PERMISSIONS
Cloud site:
Experiences
Setting Description OR
Show header Shows or hides the header. • Be a member of the site
AND an experience
Fix the header’s position Pins the header to the top of the scrolling area admin, publisher, or
so that it remains visible while a customer is builder in that site
scrolling a long page. To see this working,
publish and preview your site. The change
Cloud site:
doesn’t appear in Experience Builder.
Show hero Shows or hides the theme’s hero image. AND Create and Set Up
Experiences
Start hero under header Positions the hero image at the top of page,
OR
under the header, to provide a seamless look.
Set max page width Sets the maximum width of the content across AND an experience
the page. Similar settings are in several admin or publisher in
component panels. The maximum width can that site
be narrower than the overall display size of the
header or hero.
482
To create different layouts for different pages, in Experience Builder, go to Settings > Theme > Configure.
Each component type has different attributes that you can adjust in their property panels. Select a component to open its property panel
and configure its options. Play with the settings to see what effects you can achieve. Changing your layouts doesn’t affect your content
directly, only how it’s displayed. If you end up with something you don’t like or can’t use, and forget how to undo it, you can start over.
1. In Experience Builder Settings (1), select Theme.
2. Click Reset (2) for your current theme.
3. Read the warning and then click Reset to confirm.
4. Alternatively, you can reset a theme back to its defaults the next time you reactivate it in the Change Theme panel by selecting
Replace and start fresh.
Note: Using either Reset or Replace and start fresh deletes all of your customizations.
• Branding sets
• Theme regions (settings for common elements across pages like headers)
• Theme settings
• Custom theme layouts
• Custom theme layout assignments for pages
• Custom CSS overrides
These settings aren’t retrievable, so be careful about selecting either Reset or Replace and start fresh.
483
Theme Guidance: Header Components

Headers provide context and easy navigation throughout a site.
EDITIONS
One header, lots of controls
Headers have many options and controls for changing the look and feel of a page. Options and
controls include the height, color, transparency, and even whether it stays fixed to the top of the
orgs) and Lightning
screen while customers scroll. Combining adjustments to your header with adjustments to your
Experience
hero section, if you use it, offers usability, variation, and visual interest. Explore the components
property panel for your header and Theme Settings in your heme panel. Available in: Enterprise,
Different headers for different types of pages in the same site
It’s common to have a different layout for your login page. Many pre-built themes have different
options for the login, home, and other pages. A change to the header on the home page, for
instance, isn’t necessarily reflected on your content or login pages. If you employ different theme USER PERMISSIONS
layouts, configure the changes for each variation separately, as you did in previous releases.
Changing the logo Cloud site:
If you already set a logo for your site, it’s recognized and used by pre-built themes. If you haven’t • Be a member of the site
set a logo in the past or want to update your current choice, use the Images area of the Theme AND Create and Set Up
Experiences
panel.
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
Branding sets let you apply different logos to different variations of your site or for different audiences and occasions.
Note: We try to resize your logo to fit the header. But you can adjust the size manually in the header component properties panel,
using Logo Width in the Layout section. Your logo proportionally resizes relative to the width selected.
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Header and hero interaction

• When "Fix the header's position" and "Start hero under header" are both enabled in Theme Settings, choose a background color
for best visibility. If you leave the background transparent, menu items can become invisible when a customer scrolls down the
page. Menu items can be hidden because the hero image has scrolled out of view. A solid background color avoids this problem.
Audience targeting
The new theme components (for example, Compact Header) don’t currently support component-level targeting (visibility). However,
with a little effort, it’s still possible to set up targeting.
1. Create a custom theme layout in Experience Builder Settings > Theme > Configure.
2. Create a page variation.
3. Assign the new theme layout to your page variation (via Page Properties).
Finding the right controls.
With so many options, it can be easy to miss which control affects which part of your header.
485
Menu text color formats the options that appear on dropdown menus, like profile menus, navigation menus, and search deflection. Link
color formats link text and icons that are visible in the header.
Mobile display
Specific aspects of the theme component properties, such as header height, are hard-coded for mobile devices using the Salesforce
Lightning Design $mq-small media-query. The setting results in a maximum width of 47.9375 em.
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Theme Guidance: Hero Component

Hero images are large images that are designed to dominate the visual field of a page and grab
EDITIONS
attention.
Hero layouts are all about visual impact. The hero is an image that dominates your page, providing Available in: Salesforce
a sense of theme, style, and purpose. But while hero layouts are excellent for setting mood and Classic (not available in all
style, they eat up space. So they’re not good for a page that needs a lot of functionality. orgs) and Lightning
Experience
A search versus a call to action focus
Pre-built themes come in two different flavors that focus on different needs: hero search and hero Available in: Enterprise,
call to action.
• Uses for hero search
– Sites that serve as an entry to a lot of diverse information with no easy way to provide a USER PERMISSIONS
top-level organization.
– Sites where it’s challenging to predict customer needs or where your customers' information To customize an Experience
needs vary widely. Cloud site:
• Uses for hero call to action AND Create and Set Up
– Sites with a focused purpose, like fund-raising or a supporting a specific event. Experiences
OR
Selecting and swapping hero components
The Webster, Jepson, and Citizen themes each come with a pre-configured hero theme component AND an experience
(Search or Call to Action). You can use these themes as they come or easily swap them through the admin, publisher, or
component properties in Experience Builder. builder in that site
Like the theme but don’t want to use the hero style layout? Easy, uncheck Show hero on the To publish an Experience
Theme Settings tab of the Theme Panel. Cloud site:
Experiences
OR
AND an experience
that site
Header and hero interaction

• When "Fix the header's position" and "Start hero under header" are both enabled in Theme Settings, choose a background color
for best visibility. If you leave the background transparent, menu items can become invisible when a customer scrolls down the
page. Menu items can be hidden because the hero image has scrolled out of view. A solid background color avoids this problem.
487
Theme Guidance: Search Component

Multiple search components and placement options give you flexibility to design the right experience
EDITIONS
for your customers.
Pre-built themes offer the flexibility to have a search-first approach. This approach encourages Available in: Salesforce
customers to enter questions first to find answers rather than navigate through menus and pages. Classic (not available in all
orgs) and Lightning
Experience

USER PERMISSIONS
Cloud site:
But you can also have search in your header. To avoid confusion and clutter, if you’re using the hero Experiences
with search turned on, deselect search to hide it in your header. Themes with heroes have secondary
OR
layouts for the non-Home pages. That’s why search is on by default in the header of your other
non-login pages. • Be a member of the site
AND an experience
Note: Remember that Login pages have their own specific layouts. admin, publisher, or
Cloud site:
Experiences
OR
AND an experience
that site
488
Selecting a search component that collapses and expands
When the search component is collapsed, you can’t select it directly. Click the search icon to expand it, then select it to see its property
editor. Alternatively, select Search in the page structure panel to bring up its property editor. Selecting Search in the page structure
panel means you can’t see any changes you’re making. You can’t see your changes because the search component isn’t visible on the
page.
Exporting a custom search component
Imagine that you’re using a Lightning Bolt Solution to export a site with a pre-built theme. The theme uses the global search, peer-to-peer
component, or a custom search component. Keep in mind that this solution doesn’t include the custom search component. The search
component isn’t exported because the property value commThemeSearch isn’t included in the Lightning Bolt Solution.
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Theme layouts and theme layout components combine to give you granular control of the
EDITIONS
appearance and structure of each page in your site. Customize the layout’s header and footer to
match your company’s style. Configure theme layout properties. Or use a custom search bar and Available in: Salesforce
user profile menu. Then use theme layouts to assign theme layout components to individual pages Classic (not available in all
allowing you to quickly change layouts from one central location. Whether you’re a consulting orgs) and Lightning
partner or an ISV, or you simply want to revamp your own site, custom theme layouts make it easy Experience
to rebrand.
A theme layout component is the top-level layout (1) for the template pages in your site. Theme Performance, Unlimited,
layout components are organized and applied to your pages through theme layouts. A theme and Developer Editions
layout component includes the common header and footer (2), and often includes navigation,
search, and the user profile menu. In contrast, the content layout (3) defines the content regions
of your pages. The next image shows a two-column content layout. USER PERMISSIONS
Cloud site:
Cloud site:
Experiences
OR
AND an experience
Cloud site:
A theme layout categorizes site pages that share a theme layout component. You can assign a
theme layout component to any theme layout. Apply the theme layout in the page’s properties. • Be a member of the site
Note: To create custom theme layout components in the Developer Console, a developer Experiences
implements the forceCommunity:themeLayout interface. All of our pre-built themes OR
are developed on top of this interface and also use several design property interfaces (color
picker, image picker, slider) in Experience Builder. Pre-built themes also take advantage of
AND an experience
theme swapping. You can quickly change the overall look and feel of the site without admin or publisher in
impacting any of the underlying pages, page layouts, and components. that site
Example: Let’s say you create three pages for your upcoming Spring campaign. You want
them to use the Large Header theme layout component that your developer created. In the
Settings > Theme area, you add a custom theme layout called Spring to categorize these
pages and assign the Large Header layout component to it.
490
Next, apply the Spring theme layout in each page’s properties, which instantly applies the Large Header layout to each page.
To apply the theme layout, select Override the default theme layout for this page (1). This selection shows the Theme Layout
options. Then, choose the new layout (2) from the available choices.
Everything looks rosy until your VP of marketing decides that the header takes up too much room. That’s an easy fix because you
don’t have to update the properties of each page to change the theme layout. Instead, with one click in the Theme panel, you
can switch Spring to the Small Header layout component and instantly update all three pages!
491
Example: Now let’s say that the Small Header layout includes two custom properties—Blue Background and Small Logo. You
enabled and applied these properties to all your campaign pages. However, for one page, you want to apply only the Small Logo
property.
In this case, you could create a theme layout called Spring B, assign the Small Header layout component to it, and enable Small
Logo. Then, you apply the Spring B theme to the page.
Not sure which pages are associated with any of your theme layouts?
With a click and a glance, you can see how many and which pages are associated with any of your theme layouts. From Settings >
Theme, click the Pages Assigned total for any theme layout row (1). Clicking this value opens a list of the pages associated with that
theme layout (2).
Theme layouts make it easy to reuse the same theme layout component in different ways while maintaining as much granular control
as you need.
SEE ALSO:
Change the Theme Layout of Your Experience Cloud Site’s Pages
Experience Cloud Developer Guide: Create Custom Theme Layout Components for Experience Builder
Experience Cloud Developer Guide: Configure Swappable Search and Profile Menu Components
Developer Guide: Build a Condensed Theme Layout Component
Trailhead: Create a Custom Theme Layout Component
492

A theme layout defines the top-level regions of your page, such as the header and footer, navigation,
EDITIONS
search, and the user profile menu. A theme layout component categorizes the pages in your site
that share a theme layout. Available in: Salesforce
A developer creates custom theme layout components in the Developer Console by implementing Classic (not available in all
the forceCommunity:themeLayout interface. The developer can also add properties to orgs) and Lightning
a custom theme layout, which you can configure in the Theme panel area in Experience Builder. Experience
When the custom layout component is available, assign it to a theme layout to instantly transform Available in: Enterprise,
the pages that use that layout. Performance, Unlimited,
1. and Developer Editions
In Experience Builder, click on the left sidebar and then click Theme.
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
2. To view and configure your theme layouts, select Configure.
Experiences
OR
AND an experience
that site
3. If necessary, create a New Theme Layout.

4. Select a theme layout component for the theme layout.
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5. Update the theme layout’s settings, if available—properties vary depending on how your developer configured the theme layout
component.
For example, the Default layout component in the Customer Service theme includes the following options for the header region.
Hide the header region and navigation
Hides the default site header on all site pages. The default site header includes the header image, search box, site menu, and
user profile navigation menu. Select this option to replace the default header with a custom header.
Hide notifications icon in site header
Hides the notifications icon. Useful when you have a custom header or don’t use notifications.
Search Component
Replaces the default Search and Post component with a custom component, if available.
User Profile Component
Replaces the default Profile Header component with a custom version, if available.
Set max page width
Sets the maximum width of content across the page. The maximum width can be narrower than the overall display size of the
header or footer.
However, the Default layout component for the Jepson theme has different options.
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Show header
Displays or hides the header.
Fix the header’s position
Pins the header to the top of the scrolling area so that it remains visible while a customer is scrolling down through a long page.
To see this working, publish and preview your site. The change doesn’t appear in Experience Builder.
Show hero
Displays or hides the theme’s hero image.
Start hero under header
Header visually overlaps the hero. We recommend using a transparent background for this header.
6. To apply the theme layout, select Override the default theme layout for this page (1). Selecting this option shows the Theme Layout
options. Then, choose the new layout (2).
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SEE ALSO:
Experience Cloud Developer Guide: Configure Swappable Search and Profile Menu Components
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Change the Content Layout in Experience Builder

Quickly change the look of your Experience Builder site pages by switching to a different content
EDITIONS
layout. You can even create your own custom content layout components in the Developer Console
and import them to use in your site. Available in: Salesforce
1. In Experience Builder, open the page’s properties. Click beside the page on the top toolbar, Classic (not available in all
or click > Page Settings beside the page in the Pages dropdown menu. orgs) and Lightning
Experience

USER PERMISSIONS
Cloud site:
Experiences
OR
2. In the Layout section of Page Properties, click Change. • Be a member of the site
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
If a page variation is available, you can make it the active page by selecting the page variation. You can then change its content
layout as required.
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3. Select the new layout. If you created a custom content layout component, you see both ready-to-use and custom content layouts
displayed together.
4. Click Change.
If the structure of the new layout is different from the current layout, some regions aren’t visible. However, the regions are still
available and you can switch to a different layout at any time.
Note: If you change the layout of a default template page, the only way to revert to the original layout is to click Undo.
SEE ALSO:
Experience Cloud Developer Guide: Create Custom Content Layout Components for Experience Builder
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Upload and select images for your header, logo, rich content editor, and custom components using
EDITIONS
the file selector in Experience Builder. After they're uploaded, files are converted to packageable
asset files and stored in your org asset library for easy reference and retrieval. Available in: Salesforce
Note: Salesforce admins and community managers have access to the Asset Library by Classic (not available in all
orgs) and Lightning
default. Standard users who are members of the Asset Library can edit and delete asset files
Experience
they own. Only admins can edit and delete asset files they don’t own. To allow standard users
to upload content in Experience Builder, make sure they are members of the Asset Library. Available in: Enterprise,
1. From Experience Builder, open the Theme panel and select Images. Click an image icon (1) to Performance, Unlimited,
open the unified file selector. and Developer Editions
USER PERMISSIONS
Cloud site:
To customize or publish an
Experience Cloud site:
The file selector displays only image files, so you don’t have to wade through all your files to AND Create and Set Up
find your logo or header image. If the image file you want is already an asset file, it’s in the asset Experiences
library, which is clearly marked by the Org Asset Library badge. Asset files for your Salesforce • OR
org and all your sites are stored in the Org Asset Library, so you don’t need to maintain copies • Be a member of the site
in different places. AND an experience
2. Select an existing file or click Upload Image to add a new one. builder in that site
To edit or delete asset files

or to add asset files to the
Asset Library by default in
Experience Builder or
Salesforce CMS:
When you add an image to your site for the first time, an asset file is automatically created and stored in the Org Asset Library. Admins
have full access to the Org Asset Library and can search for, tag, and subscribe to asset files.
To provide library access to users, add them as members of the library with the appropriate permissions. Users without these permissions
don’t see the Org Asset Library. The Org Asset Library is available in all new orgs, and is automatically activated in existing orgs.
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Note: If public access is enabled in Experience Builder at the page or site level, the Let guest users view asset files and CMS
content available to the site preference is enabled in Administration > Preferences. This preference remains enabled as long
as any page has public access enabled. If you upload images for use on site login pages, be sure that this preference is enabled.
SEE ALSO:
Asset Files

Use the Settings area to track which template you’re using, view your site’s status, and customize
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your template. If you’re using the Customer Service template, easily access your navigational and
featured topic settings. Available in: Salesforce
To access the Settings area in Experience Builder, click on the left sidebar. orgs) and Lightning
Experience

USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
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General
In the General area, settings include:
Template
Displays the name and version of the template that your site is using.
Public Access
Specifies the level of access to the page. When you enable public access, guest users can view asset files on public pages by
default. Users whose profile settings are more restrictive may not be able to view this page, even if you choose Public.
When you enable public access, the preference Let guest users view asset files on public pages in Administration >
Preferences is automatically enabled.
Site Title
Lets you set the title for your site. The title briefly appears in the browser’s title bar before your site’s Home page loads.
Published Status
Indicates whether your site is published. If it’s published, click the link to open the live site in a separate browser tab.
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Preferred Domain
Lets you choose which domain to use for indexing your site’s pages to improve search engine results. (Multiple domains for the
same site can dilute search engine results and lower page ranking.) The Preferred Domain dropdown appears only after you set
up domains and custom URLs for your site in Setup. You can set only HTTPS preferred domains.
Guest User Profile
Displays the associated guest user profile. Clicking the link takes you to the Profile page in Salesforce Setup, where you can
modify profile settings, such as which permissions the guest user has. For more information about configuring the guest user
profile, see Give Secure Access to Unauthenticated Users with the Guest User Profile.
Set Featured and Navigational Topics (Customer Service template only)
Define featured topics and topics to be used for navigation in Experience Workspaces or Experience Management.
Theme
In the Theme area, you can control the layout and appearance of each page in your site.
Languages
In the Languages area, set the multilingual properties for your site. When set, these properties are used by the Language Selector
component, which lets guest users select their preferred language on a page in your site.
Navigation
In the navigation area, create and manage navigational menus for your site. Menus can be used in Navigation, Tile Menu, Profile,
and custom menu components.
SEO
In the SEO area, you can define what information can be indexed by external services and discovered through online searches. From
the Guest User Profile, make an object’s records public and available for SEO indexing. You can also generate a manual sitemap
refreshfor your site.
Note: To access SEO settings in Experience Builder, enable public access for your site from the General area in Settings.
CMS Connect
Add a header and footer from a connected CMS source to your site.
Advanced
In the Advanced area, you can track page views, mask IP addresses, add markup to the page head, and show all components in the
Components panel.
By default, we filter the components available in the Components panel according to each page’s purpose. For example, the Case
Comments Publisher is available only for the Case Details page. When you enable Show all components, you see the complete
list of components when you open the Components panel for any page (except login pages). However, you can still only add the
Related Questions List component to the Question Detail page and the Related Articles List component to the Article Detail page.
Important: Some components require the page to pass specific parameters. When you remove component filtering, you
can add a component that relies on a passed parameter to a page that doesn’t pass any values. For the component to work
correctly, you must manually configure the component’s parameters.
For example, some components that take {!recordId} as a parameter expect to get this value from the page’s URL. If
you add the component to a page that doesn't pass this value through the URL, you must manually provide it.
Similarly, let’s say you add the Group Detail component, which requires a {!recordId} value, to the Case Detail page
instead of the Group Detail page. Although both pages pass a {!recordId} value, the ID that Case Detail passes is incorrect.
Security & Privacy

Manage security and privacy settings for your Experience Cloud site, including Clickjack protection, Content Security Policy (CSP),
and site cookie usage.
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Updates
In the Updates area, you can update your site’s template to the latest version.
Developer
In the Developer area, you can export customized Experience Builder templates and pages. You can add these templates and pages
to a Lightning Bolt Solution to distribute to other orgs or publish on AppExchange.
Update Your Experience Builder Site’s Template

We introduce amazing features and enhancements with every release, so it pays to keep your
EDITIONS
Experience Builder site up to date! Typically, we automatically update your template to the latest
version, so you can start adding the newest features to your site right away. However, when the Available in: Salesforce
changes are significant, you’re required to update your template manually. Classic (not available in all
orgs) and Lightning
Note: All template improvements are made on the latest version. Avoid missing out by
Experience
keeping your template current.
The Koa and Kokua templates are in a phased retirement. From Summer ’17, you can no Available in: Enterprise,
longer use them to create sites. We therefore recommend working with Salesforce Support Performance, Unlimited,
to replace your existing Koa and Kokua sites. Take advantage of the latest templates, which and Developer Editions
provide richer support for Knowledge and case management, along with a slew of other new
features. USER PERMISSIONS
We no longer support Koa, Kokua, and Customer Service template versions from before Winter
To update your template
’16 (October 2015).
The impact of updating a template depends on the version your site is using. When a manual Experiences AND
Manage Experiences
template update is available, a red notification icon ( ) appears over the Settings icon.
Important: We strongly recommend that you test the impact of the update in a sandbox environment. After you
update and publish your site, you can’t revert to an older version.
My Current Template Type and What Can I Expect When Updating to Spring ’19?
Version
Winter ’19 templates and Lightning Bolt • Accessibility and performance improvements on the following components:
solutions
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Version
– Navigation Menu
– Reputation Leaderboard
– Related Records
– Trending Articles by Topics
If you’ve applied CSS customizations, migrate them in the upgraded components.
Note: Overriding CSS isn’t recommended. The best way to update the styling of
your components is to use the Theme panel in Experience Builder. To update
existing CSS overrides see CSS mappings for updated components.
Summer ’18 templates and Lightning Bolt Your site is updated automatically with all the features of the Winter ’19 release. No need
solutions to manually update.
Spring ’18 templates and Lightning Bolt • Improvements to tooltip positioning by changing several panels, dialogs, and tooltips
solutions to use a shared container
• Updates to the Language Selector’s functionality and appearance (current preferences
are maintained)
• Improvements to the property editor container
• All the changes that apply to subsequent updates
• If you’ve applied CSS customizations, migrate them to the upgraded components
Note: Overriding CSS isn’t recommended. To update existing CSS overrides, see
CSS mappings for updated components and Standard Design Tokens for Sites.
Winter ’18 templates and Lightning Bolt • A dropdown menu to set audiences at the component level
solutions
• Out-of-the-box UI enhancements, such as font sizing
• Upgraded Reputation Leaderboard, Trending Articles by Topic, and Related Articles.
If you’ve applied CSS customizations, migrate them to the upgraded components.
Note: Overriding CSS isn’t recommended. The best way to update the styling
of your components is to use the Theme panel in Experience Builder. To update
existing CSS overrides see CSS mappings for updated components.
• A new User Profile Menu component that automatically replaces the Profile Header
component in updated templates
• The base component on the Record Detail page for custom objects is replaced with
a newer version for desktop view mode. If you currently have CSS overrides for record
layout, keep them, and refer to CSS Overrides Migration for the Record Layout Component
to add your styles and customizations to the new component
• A new Theme panel that redesigns the Branding Panel in Experience Builder.
• Additions to Theme settings that help you easily see which pages a theme layout is
associated with
• More metadata options to improve discoverability of pages through SEO
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Version
• Query parameters in a site URL, other than language, no longer persist while navigating
within a site
• Updates to CMS Connect (JSON) require manual updating to connections created
with the Winter ’18 release.
– CMS Connect (JSON) now autocreates detail pages. URL’s using query parameters
pointing to your manually created pages will continue to work. However, they
will not be accessible from the CMS Connect (JSON) Property Editor in Experience
Builder.
Note: For better SEO and management, it is best to use the new,
automatically created pages.
1. In Experience Workspaces, add a Content Type and the JSON path for both
ID and Title.
2. In Experience Builder, open the Property Editor of the existing CMS Connect
(JSON) component by selecting it.
3. Click Save to create and autoconfigure the new detail page.
Note: The standard page you created in Winter ’18 for navigation
will not be automatically deleted. If it’s not referred to by any other
component, you can manually delete it from the Pages menu.
– CMS Connect (JSON) has new, configuration fields.

• When editing an existing JSON connection, the Connection Type will be
Public by default and Content Type, Title, and ID will be empty. Title and ID
will have to be filled before the connection will be able to be saved again.
Note: You can have only one Content Item per Type and it’s necessary
to define a Content Item for navigation support.
– If you have multiple Content Lists and a single Content Item in an existing
connection, when you edit your CMS Connection a single Content Type
will be created in the JSON section with the Content Item and Content
Lists assigned to it.
– If you have multiple Content Items and Content Lists, when you edit your
CMS Connection you will have one Content Type with a single Content
Item and all of your Content Lists under it. The remaining Content Items
will each be in a separate Content Type.
• All the changes that apply to subsequent updates.
Spring ’17 and Summer ’17 Customer • Decoupling of the search box from the site header, making it easier to insert your
Service, Partner Central, and Lightning Bolt own search experience within a site.
solutions
Note: The Search page in the Winter ’18 version of the Customer Service
(Napili) template doesn’t include the Headline component out of the box. If
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Version
your site’s Search page includes the Headline component, it’s removed as part
of the upgrade.
• Sleeker header component improves your site’s mobile experience, leaving more
room to show what’s important to your site.
• Out-of-the-box UI improvements, such as improved spacing in text fields.
• Streamlined new Global Search for Peer-to-Peer Sites.
• Upgraded, high-performance navigation menu that offers more styling options and
reduces the need for CSS overrides. If you have applied CSS customizations, migrate
them to the upgraded navigation menu.
Note: Overriding CSS isn’t recommended. The best way to update the styling
of your navigation menu is to use the Theme panel in Experience Builder. To
update existing CSS overrides see CSS mappings for updated components.
• Adoption of Lightning Design System principles in all content layouts.

• Two new branding options: Navigation Background Color and Navigation Text Color.
Winter ’16 to Spring ’17 Customer Service • Login pages retain branding but lose custom code or component customizations.
(Napili)
Pre-Winter ’16 Koa, Kokua, or Customer Most component customizations and properties are overwritten. However:
Service (Napili) • For Koa and Kokua, general settings, such as Category Group Name, Top-Level
Category, and Company Name, carry over.
• For Customer Service (Napili), topic definitions carry over.
• All the changes that apply subsequent updates.
Pre-Spring ’16 Aloha template Most branding properties defined using the Branding Editor in Experience Builder are
maintained. However, sometimes your site’s colors are reset to the default value. After
you update the template, check the branding properties and update the ones that were
reset
Salesforce Tabs + Visualforce Template updates for sites using Salesforce Tabs + Visualforce aren’t managed from
Experience Builder.
For information on component compatibility with older template versions, see Which Components Can I Use with Each Template?
To update your template:
1.
In Experience Builder, click > Updates.
2. Click Update and confirm the update when prompted.
3. Make sure that your login pages look correct, and reconfigure missing branding properties, custom code, and component
customizations.
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4. Publish your site to apply the template updates.

If you are upgrading from a pre-Winter ’18 template, some of the old branding properties are reorganized but still there, while others
map to different properties. Let’s take a closer look at the changes.
Pre-Winter ’18 branding properties ... Map to these updated branding properties ...
Background Color (1) Background Color (1)
Button Color (2) Action Color (2)
Button Border Color —
Button Hover Color —
Button Hover Border Color —
Font Color (3) Text Color (3)
Error Font Color (4) Error Font Color (4)
Background Image (5) Background Image (5)
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Pre-Winter ’18 branding properties ... Map to these updated branding properties ...
Card Background Color (6) Card Background Color (6)
Also controls card transparency
Card Border Color —
Card Transparency —
Font Family (7) Primary Font (7)
SEE ALSO:
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Before going live, you can preview your Experience Builder site to see how it looks in a desktop
EDITIONS
browser window or on a mobile device.
• To preview the site in a browser window, click Preview on the toolbar. Available in: Salesforce
orgs) and Lightning
Experience
• In Preview mode, to see the site in its own browser tab as:
– A logged-in customer would see it, click > Authenticated User. Performance, Unlimited,
– An unauthenticated visitor would see it, click and Developer Editions
> Guest User. As long as your site
includes one public page (such as the Home page), you can use the Guest User option.
USER PERMISSIONS
Cloud site:
Cloud site:
• To preview the site on different devices, use the options in the menu. • Be a member of the site
Experiences
OR
AND an experience
SEE ALSO: Cloud site:
Experience Builder Overview • Be a member of the site
Publish Your Experience Builder Site Customizations
Experiences
OR
AND an experience
that site
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Publish Your Experience Builder Site Customizations

Publish your site in Experience Builder to make your branding and component customization
EDITIONS
updates available to your site’s members.
Tip: Publishing an Experience Builder site for the first time makes the site URL live and enables Available in: Salesforce
login access for site members. Unlike Salesforce Tabs + Visualforce sites, you don’t need to Classic (not available in all
orgs) and Lightning
activate an Experience Builder Site unless you want to set up SEO and send out a welcome
Experience
email.
1. In Experience Builder, preview your site to make sure that your updates appear as expected. Available in: Enterprise,
2. When you’re happy with your changes, click Publish in the toolbar to publish your changes. and Developer Editions
Important: All changes made to a site since the last time it was published are included.
USER PERMISSIONS
An email notification informs you when your changes go live.
Cloud site:
SEE ALSO: • Create and Set Up
Experience Builder Overview Experiences AND View
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
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Set Up and Manage Experience Cloud Sites Manage Your Site’s Pages and Their Properties in Experience
Builder

The Pages and Page Action menus centralize all your page-related needs, from page creation to
EDITIONS
audience criteria-based page visibility and everything in between.
From the Pages menu (1), you can search for a page, add a page (2), or click to access the Page Available in: Salesforce
Action menu (3). Classic (not available in all
orgs) and Lightning
Experience

USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
From the Page Action menu, you can:

• Click Page Settings to edit a page’s properties, such as its URL, layout, or variations.
From Page Settings, click Page Variations to create alternative versions of a page and set audience criteria for the page’s visibility.
If the selected page isn’t a template, you can easily delete it and its page variations with a single click.
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Builder
• Click Add Subpage to build out your site’s hierarchy with up to six page levels by nesting a standard, object, or content page under
an existing page.
• Click Move Page to change your page hierarchy and move a page and its subpages to a new destination. When you move a parent
page, the URLs for its subpages update automatically to reflect your changes.
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Builder
• Click Delete Page to remove a page from the Pages menu. When you delete a parent page, its subpages are also deleted.
• Note: Not all pages have the Move Page, Add Subpage, and Delete Page options in the Page Actions menu. Review
Considerations for Page Actions in Experience Builder.
Click + New Page at the bottom of the Pages menu to create a standard, object, or custom page.
IN THIS SECTION:
Use the Page Action menu to view and edit the properties of the pages that make up your Experience Builder site.
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Builder
Considerations for Page Actions in Experience Builder

When you create and organize pages in your Experience Builder site, some pages behave differently than others. Keep these page
management considerations in mind when you use the Page Action menu.
Maintain business continuity with customers and allow them to log cases when your site is down using the Service Not Available
page in Experience Builder. Use the HTML Editor component in Experience Builder to customize the page provided. To customize
the page with images, fonts, and colors that fit your brand, you can replace the HTML Editor component with Rich Content Editor
components.
Each page contains a collection of components that are organized around a task or function, whether it’s opening a case or searching
for an article. The pages that comprise each Experience Builder template are ready for you to use with little configuration. Add new
components to your site’s pages, edit the properties of existing components, or delete components that you don’t require.
Create custom pages to extend your Experience Builder template. Add custom record detail, list, and related list pages to get the
most from your Salesforce data.
Add custom analytics, improve your SEO results, and more by adding custom markup to the page <head> in Experience Builder.
For example, you can include SEO meta tags that are visible only to search engines, add a favicon, or add custom code for Adobe
Analytics and Google Tag Manager.
Audiences are sets of criteria used to define user segments. Use them to keep your users engaged by offering them personalized,
relevant content in a customized site.
Use Visualforce in Experience Builder Sites
If you’ve created Visualforce pages, actions, buttons, links, and canvas apps for your Salesforce Tabs + Visualforce template-based
sites, they can be used in Experience Builder sites.
Add Streams to Your Experience Builder Site
Your site users can combine multiple feeds into a stream to create a single point of access to related information. Combine feeds of
top contributors or discussions concerning a particular product line. Create a stream that combines feeds from discussions, groups,
topics, profiles, and all kinds of objects, like cases, opportunities, and accounts. No more jumping from feed-to-feed to get a sense
of what people are saying. Each member can create up to 100 streams.
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Use the Page Action menu to view and edit the properties of the pages that make up your Experience
EDITIONS
Builder site.
Page Types Classic (not available in all
orgs) and Lightning
Experience Builder sites comprise several types of pages. Experience
Standard Pages
The default pages that come with the Experience Builder template or that you create. Performance, Unlimited,
Object Pages and Developer Editions
The pages of the objects in your site, which include the object’s record detail, list, and related
list pages.
USER PERMISSIONS
Generic object pages are used to display record information for a Salesforce object when custom
object pages don’t exist. To customize an Experience
Cloud site:
Content Pages
The content pages that you create to display your Salesforce CMS content.
Login Pages Experiences
The default login pages that come with the Experience Builder template. OR
Page Properties AND an experience
To edit a page’s properties, open the Pages menu in Experience Builder. Then, click to open builder in that site
the Page Action menu and select Page Settings. The properties available to each page depend
on the selected page type. To publish an Experience
Cloud site:
Experiences
OR
AND an experience
that site
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Builder
Name
The name of the page as it appears in Experience Builder. Editable only in the standard pages that you create.
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Builder
URL
The URL of the page. Editable only in custom standard pages.
Manage the URLs for each page after creating your page hierarchy. Anytime you move pages around and alter the page hierarchy
in your site, the subpage URLs automatically update to reflect your changes.
Note: The site URL for each page reflects the structure you set up in Experience Builder when you share the live site with your
users.
Note: Some pages can’t be moved. Review Considerations for Page Actions in Experience Builder.
API Name
A unique name you define when you create a page.
Page Access
Specifies the level of access to the page. When you enable public access, guest users can view asset files on public pages by default.
More restrictive profile settings can prevent certain users from viewing this page, even if you choose Public. Page access for some
pages, like My Account, is automatically set to require users to log in and can't be modified.
When you enable public access, the preference Let guest users view asset files and CMS content available to the site in
Administration > Preferences is automatically enabled.
Title
The SEO title of the page. Shown in search engine results, the browser’s tab or window title, and bookmarks.
For data-based pages, such as object and content pages, the title is set dynamically.
Description
The SEO description of the page. Shown in search engine results to help people decide if this page is the one they want.
For data-based pages, such as object and content pages, the description is set dynamically.
Meta Tags
Provides the opportunity to enter specific meta tags for the page to assist search engine optimization for your site.
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Builder
For data-based pages, such as object and content pages, you can enter expressions to access values from the record associated with
the page, such as the name, title, and value of specific fields.
Content Layout
Defines the content regions of your page, such as a two-column layout.
Theme Layout
By selecting Override the default theme layout for this page, you can choose to apply a different theme layout for the page.
SEE ALSO:
Change the Content Layout in Experience Builder
Experience Cloud Developer Guide: Create Custom Content Layout Components for Experience Builder
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Considerations for Page Actions in Experience Builder

When you create and organize pages in your Experience Builder site, some pages behave differently
EDITIONS
than others. Keep these page management considerations in mind when you use the Page Action
menu. Available in: Salesforce
Page Level Limits orgs) and Lightning
Experience
You can have up to six levels of pages when you use the Page Action menu to add subpages or
move pages. Because of this limit, the option to add a subpage or move a page within your page Available in: Enterprise,
hierarchy is disabled from the Page Action menu. Performance, Unlimited,
When you create an object page, a page base (1) is created on one level, and the Detail, List, and
Related List subpages (2) are created on a second level. When you create a content page, its Content
Detail subpage is also on the second level. USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
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Builder
Because object and content pages take up two levels, adding them under the fifth level of an existing hierarchy exceeds the level limit
of six pages. When a page is on the fifth level of the page hierarchy, you can only add a standard page as a subpage. The object and
content pages are disabled and can’t be added.
Dynamic URL Conflicts

Some preconfigured pages (1) in your site contain a dynamic portion in the page URL, indicated with specific parameters (2).
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Builder
To avoid URL conflicts, the Add Subpage option is always disabled for these pages, and other pages can’t be moved under them.
General URL Conflicts

A page that exists at the same level as another page with the same base URL (1) and has a dynamic URL (2) can’t have subpages.
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Builder
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Builder
In this example, the Account standard page and the Account object page have the same base URL, /account/. To prevent URL conflicts,
the Add Subpage feature is disabled for the Account standard page.
Tip: To add a subpage when this feature is disabled for a standard page, you can change either page’s base URL. To change the
standard page’s base URL, first, go to Page Settings from the Page Action menu, then click Change URL. You can also change the
other conflicting page’s URL because all related subpages are updated with the new URL.
Now let’s say the Account standard page is a subpage of another standard page in your site.
When the Account standard page has no subpages of its own, you can move the Account object page under the Experience page as
an immediate subpage. Here, the Account standard and Account object pages can exist on the same level within a single page hierarchy.
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But if the Account standard page has a subpage, the Account object can’t be in the same page hierarchy at the same level as the Account
standard page. In this case, the base URLs of both pages conflict, which means that you can’t move the Account object page under the
Experience page. When you click Move Page for the Account object page, the Experience standard page and its subpages are disabled
as destinations.
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Note: The Add Subpage option is always disabled for pages with dynamic URLs, such as object and content pages, to avoid URL
conflicts with their default subpages.
Move Page Conflicts

From the Select a destination dialog, you can select a parent page to move your selected page under. Some pages are disabled because
they can’t be parent pages for the page that you want to move.
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Some possible reasons include:

• Page Level Limits: You can’t move a page under a parent page that results in a page hierarchy exceeding six levels. Say you want to
move a page with a subpage, such as an object page, under a new parent page. You can only select a destination page up to the
fourth level because the object page’s current page hierarchy consists of two pages. Moving it to a fifth (1) or sixth (2) level page
exceeds the six-level limit of the new parent page’s hierarchy.
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• URL conflicts: Review the suggestions in Dynamic and General URL Conflicts to easily move pages around in your site.
• Some pages are always top level and can’t have subpages: Examples include the Home, Login, and Flow pages, as well as pages in
the B2B template: Checkout, Flow, Order, and Confirmation. You can’t move these pages or move other pages under them.
From the Select a destination dialog, you can move a page to the top level when you click the site name (1) and then click Move to Root
(2).
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The Move to Root button is disabled if a page is already at the top level in your page hierarchy. It’s also disabled when the page you
want to move has a URL conflict with an existing top-level page.
Note: Review the suggestions under General URL Conflicts to move your page to the top level.
Maintain business continuity with customers and allow them to log cases when your site is down
EDITIONS
using the Service Not Available page in Experience Builder. Use the HTML Editor component in
Experience Builder to customize the page provided. To customize the page with images, fonts, and Available in: Developer,
colors that fit your brand, you can replace the HTML Editor component with Rich Content Editor Performance, Professional,
components. and Unlimited editions.
This feature is available for sites that have enabled the standard content delivery network (CDN)
system with a custom URL set for your site.
Enable the Service Not Available Page in Experience Builder

The Service Not Available page is an offline page. It only appears when a site isn’t available. When the site is up and running, the Service
Not Available page has no impact on the user’s experience of the site.
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You can customize the layout, and configure the colors, fonts, images, and sizes using the Simple Theme Layout for the Service Not
Available page. HTML Editor and Rich Content Editor can be used to update the content (including language) and images on the Service
Not Available page. Custom components aren’t available for this page. The Service Not Available page has its own theme with header
and footer that can be customized. Some standard Experience Builder features aren’t available for this page, such as SEO settings, public
page settings, and progressive rendering.
You have different configuration options, depending on whether you’re using an Aura or LWR site. If you’re using an LWR site, you can
update the Service Not Available page layout from a single column. If you’re using an Aura site, you can only use a single column for the
layout. Audiences and Page Variations features of Aura sites aren’t available for this page.
To access the Service Not Available page in Experience Builder:
• From the global header menu in Experience Workspaces or Experience Management, click Experience Workspaces > Builder
or Experience Management > Go to Experience Builder.
• From the All Sites page in Setup, click Builder next to the site name.
• From a site, click Experience Builder in the profile menu.
• Navigate to the Service Not Available page using the Pages menu and clicking Service Not Available. To make it available for use,
click Publish. The Service Not Available page isn’t available until the site is published.
The Service Not Available page is enabled by default, unless the customer is using their own static resource. Sites configured with a
custom static resource for their Service Not Available page, continue to display the custom static resource. To enable Service Not Available
page instead of using your own static resource:
1. Click the Experiences Menu icon.
2. Select Administration > Pages.
3. Check the radio button next to Use the auto-generated Service Not Available page in Experience Builder and save your
changes.
4. To make it available for use, publish the page. The Service Not Available page isn’t available until the site is published.
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Note: Custom pages named Service Not Available prevent Salesforce's standard Service Not Available page from automatically
migrating to your org. To replace a custom page named Service Not Available with Salesforce's standard Service Not Available
page, rename the conflicting custom page. Contact Salesforce Customer Support if you need further assistance.
If you aren’t sure whether your Service Not Available page is enabled, you can check the banner at the top of the page. If enabled, a
banner message informs you that the Service Not Available page displays when the site is down. If you haven’t enabled it, the banner
message informs you that the page is disabled.
Service Not Available Page in Experience Bundle

The Service Not Available Page also exists as a service-not-available route type in Experience Bundle. Developers must update their file
in order to avoid getting an error on missing this route type.
Maintain Business Continuity with Email-to on the Service Not Available Page
To maintain business continuity and allow users to log cases when the site is down, you can enable Email-to-Case on your Service Not
Available page. First set up Email-to-Case, then encourage your users to use the configured email to submit cases using your Experience
Builder Service Not Available page. You can also enable users to create additional records from your Service Not Available page, beyond
cases, using Email-to- packages found on AppExchange.
Maintain a Consistent Experience Between Your Experience Builder and Visualforce Sites
You can display the same Service Not Available page on your Experience Builder and Salesforce Tabs + Visualforce sites. After you’ve
customized your page in Experience Builder and have published it to your site, it automatically becomes a static resource for your org.
This static resource must be 5 MB or smaller. To use the page on your Visualforce site:
2. Navigate to Administration > Pages.
3.
Click next to Service Not Available to search for the Service Not Available static resource generated for your Experience Builder
site. Upload it as a static resource.
SEE ALSO:
Set Up Email-to-Case
Use a Custom Service Unavailable Page in Your Salesforce Tabs + Visualforce Site
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Each page contains a collection of components that are organized around a task or function, whether
EDITIONS
it’s opening a case or searching for an article. The pages that comprise each Experience Builder
template are ready for you to use with little configuration. Add new components to your site’s Available in: Salesforce
pages, edit the properties of existing components, or delete components that you don’t require. Classic (not available in all
orgs) and Lightning
Tip: If you plan to add components to a new custom page, spend some time planning the
Experience
composition of the page based on its purpose.
1. From the Pages menu in the top toolbar, select the page that you want to edit. Available in: Enterprise,
2. and Developer Editions
To open the Components panel, click .
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
The Components panel lists only components that are compatible with the selected page. For AND an experience
example, you can’t add the User Profile Detail component to the Home page.
that site
3. Drag the required component from the Components panel onto an editable area of the page.
When you drag a component over a content or theme layout region, a label appears to help
you identify the region. Components in theme layout regions are shared everywhere that theme layout region is used and we add
the label “Shared” to the component name. Components in a content layout region are specific to the page.
4. To edit the properties for a component on the page, select it on the main page canvas or on the Page Structure panel.
When you select a component, Experience Builder highlights the component with a blue border and displays the component’s
properties in the floating property editor.
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5. Update the component as required.
Example: Here’s a sample configuration of the Headline component (1) on the Home page with the list of supported Lightning
components (2) and properties (3). You can also quickly duplicate, delete, or assign an audience to the component to control its
visibility (4).
Tip:
• You can browse a selection of custom Lightning components on the AppExchange and add them to your org directly from
Experience Builder. Click Get more on the AppExchange in the Components panel. Components that are ready to add to
Experience Builder pages are displayed. When you add a component, it appears in the Components panel of all the
template-based sites in your org.
• You can also create custom Lightning components and use them on Experience Builder pages. For more information on
creating custom Lightning components and enabling them for Experience Builder, see the Experience Cloud Developer Guide.
IN THIS SECTION:
Hide Components on Mobile Devices with Experience Builder
Reduce page load times and cluttered mobile screens by hiding non-business critical components on mobile devices. View your
site in Builder using the mobile mode and select which components you wish to hide.
Error Messages for Pages Without Data in Experience Builder
When you build a template-based page using Lightning components in Experience Builder, sometimes the page doesn’t load
correctly. Find out why you see this error, and how you can fix it. Spoiler alert: Want to see a page? Make sure that the component
has underlying data.
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Hide Components on Mobile Devices with Experience Builder

Reduce page load times and cluttered mobile screens by hiding non-business critical components
EDITIONS
on mobile devices. View your site in Builder using the mobile mode and select which components
you wish to hide. Available in: Essentials,
1. In Experience Builder, change the view to Mobile. Enterprise, Performance,
2. Click the component you want to hide to open the properties panel.
editions
3. Scroll to the bottom of the panel and click Hide on Mobile.
Note: You can also hide and unhide components by clicking Page Structure, and clicking USER PERMISSIONS
the eye icon next to the component. The Page Structure button also displays the number of
hidden components. To customize an Experience
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
Error Messages for Pages Without Data in Experience Builder

When you build a template-based page using Lightning components in Experience Builder,
EDITIONS
sometimes the page doesn’t load correctly. Find out why you see this error, and how you can fix it.
Spoiler alert: Want to see a page? Make sure that the component has underlying data. Available in: Salesforce
orgs) and Lightning
Experience

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An error occurs on site pages in one of the following three instances:

• The page doesn’t have any components
• The page has one or more components, and one or more don’t have any underlying data
You see this error when components rely on dynamic data, and they don’t find any underlying data to draw upon. For example, a Group
component that doesn’t find a group ID, or a record that can’t find a record ID, would both give you an error.
Why do I see this error?

In most situations, the page is trying to draw information where information doesn’t exist. For example, let’s say you make a record detail
page for the Account object. If you don’t have any accounts set up in Salesforce, you see an error. Or let’s say you set up a group detail
page, but your new site doesn’t have any groups. Once again, you see an error.
Any gotchas?
The Customer Service template uses topics to organize content in a site. To see topic detail pages, first set up Navigational Topics in Site
Management.
The following default pages in the Customer Service template can show this error. Here are some tips on how to fix it.
• Article Detail: Create at least one Salesforce Knowledge article in your org.
• Topic Detail: Create a Navigational Topic.
• Question Detail: Create a Navigational Topic. Use the Ask a Question button to create a question.
• Feed Detail: Use the Post Publisher or Ask a Question button to create a post or question.
• Group Detail: Create a group in the site.
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Create custom pages to extend your Experience Builder template. Add custom record detail, list,
EDITIONS
and related list pages to get the most from your Salesforce data.
1. In Experience Builder, open the Pages menu on the top toolbar. Available in: Salesforce
2. Click New Page at the bottom of the Pages menu.
orgs) and Lightning
Experience

USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
3. Select the page type:

Standard Page
A standard page based on a blank layout or a preconfigured page (if available).
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If you don’t have preconfigured pages, choose a blank layout, or build your own using a flexible layout on page 544. Alternatively,
if you do have preconfigured pages (because you’ve exported or imported custom pages), choose one to customize or click
New Blank Page to select a blank layout.
Click Next, give the page a name, specify the static portion of the page’s URL, and provide an API Name (optional).
Note: You can use the unique API Name as the name attribute in the comm__namedPage page reference for the
lightning-navigation API.
The API Name can contain only underscores and alphanumeric characters. It must be unique, begin with a letter and end
with an alphanumeric character.
For existing pages, or if you leave the field blank, an API Name is generated automatically.
Packaging API names isn’t currently supported. Sites created from an exported template could have a different API name
than the original site. The pageName attribute is now deprecated.
The following named pages can use the API Name in lightning-navigation.
• Home
• Contact Support
• Error
• Login
• My Account
• Top Articles
• Topic Catalog
• Custom pages
Object Pages
A detail, a list, and a related list page associated with one of your Salesforce objects.
Select the object that you want to associate with the page. You can view all existing object pages in your site or installed object
pages. Installed object pages are pages that were exported from or imported into your org.
Add an object page from all existing object pages in your site (1), or add an installed object page (2). Installed object pages are
exported and made available across all communities in your org.
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CMS Content Page

A detail page for a custom content type supporting Salesforce CMS.
Select the content type that you want to support. Click Next.
Note: CMS content pages use flexible layouts.
Object and Content pages are grouped to separate them from other types of pages, like custom standard pages.
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Custom object pages are grouped with an Object label.
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Custom content type detail pages are grouped with a Content label.
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4. Select a standard page to open it. Use the page variations tab to select and open an object page.
5. Add and configure page components.

6. Preview and publish your site.
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Tip:
• Click from the Page Menu to access Page Properties. Quickly create alternative versions of the page in the Page Variations
Tab. For example, you could create three different Question Detail pages to test out various layouts or styles, or to assign them
to different audiences.
To create a page variation, click New Page Variation in the Page Variations tab (1).
To duplicate a page variation click > Duplicate (2). A copy of the page variation appears in the page variation list.
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Note: If an audience doesn't have an assigned page variation and the default page variation for the object is deleted,
users see a generic record layout when they try to access the record. Generic record layouts can include record detail,
record list, and record-related list pages.
• Use the Navigation Menu component to create custom navigation nodes for new pages.
IN THIS SECTION:
Create a Flexible Layout
Build highly customized pages using flexible layouts. Create and resize columns within each section, then add and stack sections to
build out the page. Bring it all to life using background images and color.
Delete a Page in Experience Builder
Remove a site page or page variation that you no longer need by deleting it from the Page Action menu.
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Create a Flexible Layout

Build highly customized pages using flexible layouts. Create and resize columns within each section,
EDITIONS
then add and stack sections to build out the page. Bring it all to life using background images and
color. Available in: Salesforce
1. Create a custom page using a flexible layout. Classic (not available in all
orgs) and Lightning
• To use a flexible layout with an existing page, create a page variation.
Experience
• You can make the page span edge to edge, giving you full-screen-width sections using the
Set Max Page Width setting. First, create a theme layout from Settings > Theme > Available in: Enterprise,
Configure. Then, in Edit Properties, deselect Set Max Page Width. Now you can create a Performance, Unlimited,
page from this theme layout with sections that span the width of the screen. and Developer Editions
• When you select a flexible layout for your page, you can’t change the layout type. The
flexible layout lets you customize your page layout to suit your content needs. USER PERMISSIONS
2. Build out your sections. To customize an Experience

Cloud site:
A section consists of a row on your page and all of its content. Example section:
Experiences
• OR
AND an experience
Add a Section
To add a section above or below the current section, click .
Delete a Section
To delete a section, click .
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Note: Deleting a section also deletes all of its content. Pages must include at least one section. To delete the only section,
create another section and try again.
Reorder Sections
To reorder sections, drag the section to place it where you want it.
3. To customize a section, select it.

Use Column Options to add, remove, and resize columns in this section.
• To customize the column structure in this section, select a column layout icon (1).
• In the Column Distribution field (2), use the handles between columns to resize them. The columns snap to a 12-column grid.
The number in each column represents the grid units the column uses out of 12. So, to get two columns of equal width, you
give each a value of 6. A section can have up to six columns.
• To delete a selected column, click the beneath it. Deleting a column also deletes all of its content.
Use Section Style to add some panache, like background images and color.
Color
Sets the section’s background color. Click the color circle and use the color picker to select a color, or enter a specific hexadecimal
code in the text box.
Image
Adds a background image to the section. Upload an image or select one from your org’s asset library. Then, select the Image
Layout and Image Position in the section.
Image Overlay Color
Adds an overlay color to the section. To select a color, click the color swatch or enter a specific hexadecimal code in the text box.
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Section Height
Use the slider to set the minimum section height in pixels. Section adjusts automatically when content is taller. Minimum doesn't
apply to phones or tablets in portrait mode.
Content Width
Use the slider to set the width of content as a percentage of the full width of the section. This setting doesn't apply to phones
or tablets in portrait mode.
SEE ALSO:
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Delete a Page in Experience Builder

Remove a site page or page variation that you no longer need by deleting it from the Page Action
EDITIONS
menu.
Before you delete a page from your site, review Considerations for Page Actions in Experience Available in: Salesforce
Builder. Keep in mind that you can’t delete: Classic (not available in all
orgs) and Lightning
• The default pages and objects that come with the template
Experience
• A page’s default page variation
• A parent page without deleting its subpages
• A custom object page without deleting its related object pages (detail, list, and related list) and Developer Editions
To delete a page or page variation:
1. In Experience Builder, open the Pages menu. USER PERMISSIONS
2. To access the Page Actions menu, click . To customize an Experience
3. To delete a page, click Delete Page. Cloud site:
Deleting a page also deletes the subpages nested under it. For example, when you delete Parent • Be a member of the site
Page, Child Page and Grandchild Page are also deleted:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
To delete a subpage page in the page hierarchy, click next to the specific page you want that site
to delete.
4. To delete page variations (if available), open the Page Actions menu and click Page Settings.
5. Open the Page Variations tab.
6. Click the dropdown next to the page variation that you want to delete, then click Delete.
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Add custom analytics, improve your SEO results, and more by adding custom markup to the page
EDITIONS
<head> in Experience Builder. For example, you can include SEO meta tags that are visible only
to search engines, add a favicon, or add custom code for Adobe Analytics and Google Tag Manager. Available in: Salesforce
Tip: Google Analytics is supported out-of-the box by Salesforce, and doesn’t require the Classic (not available in all
orgs) and Lightning
following steps. However, before using Google Analytics, you must configure it for your site.
Experience
For security purposes, we restrict the tags, attributes, and values allowed in the head markup of
your pages. Available in: Enterprise,
Allowed Tags Allowed Attributes
<base> href, target
USER PERMISSIONS
<link> as, charset, crossorigin, disabled, href, hreflang, id, import,
integrity, media, rel,1 relList, rev, sheet, sizes, target, title, type To customize an Experience
Cloud site:
1
For rel, allowed values are alternate, apple-touch-icon,
apple-touch-icon-precomposed, apple-touch-startup-image, AND Create and Set Up
author, bookmark, canonical, external, help, icon, license, Experiences
manifest, mask-icon, next, nofollow, noopener, noreferrer, OR
pingback, prefetch, preload, prev, search, shortcut icon,
stylesheet, and tag. • Be a member of the site
AND an experience
<meta> charset, content, http-equiv,2 name, property, scheme admin, publisher, or
2
For http-equiv, allowed values are cleartype, content-type,
content-language, and default-style. To publish an Experience
Cloud site:
Note: The attribute • Be a member of the site
http-equiv="X-UA-Compatible" is only AND Create and Set Up
supported in combination with Experiences
content="IE=Edge". OR
<noscript> Within <noscript> only the following elements are • Be a member of the site
AND an experience
supported: <img>, <a><img>, <iframe>
<script> Use for custom content that site
<style> type, media, nonce, title
<title> None allowed
Note: If the content in your <head> tag is invalid, you can’t save your work. If you entered unsupported code, hover over
to see details on the issues.
Existing head elements that contain invalid markup are stripped from the page before it’s rendered. To get the head working
again, use Experience Builder to remove the unsupported tags.
1.
In Experience Builder, click > Advanced.
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2. Click Edit Head Markup.

3. Enter the markup and save your changes.
When you add custom markup, the code is added to the head of every page in your site, including login pages.
4. Before deploying the site to your production org, test the head markup in your sandbox or DE orgs.
Depending on the CSP security level of your site, head markup sometimes doesn’t work as expected. See Select the Relaxed CSP
security level.
Alternatively, conflicts can arise with Lightning Locker. See Resolve Lightning Locker Conflicts in Experience Builder in the Experience
Cloud Developer Guide.
Example: Here we added HTML to include a favicon on our site’s pages.
SEE ALSO:
Experience Cloud Developer Guide: Example: Adobe Analytics and Lightning Locker in Experience Builder Sites
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Audiences are sets of criteria used to define user segments. Use them to keep your users engaged
EDITIONS
by offering them personalized, relevant content in a customized site.
Note: Audiences vary what users see, but aren't considered a security check. Use the standard Available in: Salesforce
security methods to make sure that sensitive data is safe. Classic (not available in all
orgs) and Lightning
Let’s say that a company offers a product that is different in different regions. Rather than creating Experience
different Experience Builder sites, you could simply create different experiences of the same site.
Using Experience Builder, apply sets of criteria to pages, components, branding sets, CMS collections, Available in: Enterprise,
navigation menus, or tile menus. What users see varies depending on their location. The criteria Performance, Unlimited,
include: and Developer Editions
• Profile
USER PERMISSIONS
• Location
• Domain To create an Experience
• User Object Cloud site:
• Record-Based Criteria Experiences AND View
• Permission Setup and Configuration
• Audience To customize an Experience
Cloud site:
Profile lets you choose users who fit a specific profile as you’ve defined it in your org. Location,
determined by the users’ IP addresses, selects users who are in specific area, like a state or country. • Be a member of the site
Domain chooses users based on how they come into your site. For example, coffee.awsimporters.com
Experiences
and tea.awsimporters.com. Record-based criteria selects users who match a particular record type,
like group. OR
User object is a bit different and offers the ability to use CRM fields as audience criteria. This option • Be a member of the site
gives you the power to use customer information to create specific criteria, such as which department AND an experience
a user works in.
Record-based criteria uses specific record objects to create non-user criteria. For example, you can
display different theme layouts when someone is looking at a coffee machine or a box of tea, or
Cloud site:
different pages for high-value and low-value opportunities. The objects you can use to create
record-based criteria are: • Be a member of the site
• Account Experiences
• Asset OR
• Campaign • Be a member of the site
• Case AND an experience
• Contact
that site
• Contract
• Lead
• Opportunity
• Product2
• ProductCategory
• Quote
• Custom objects
• Any object, except Knowledge, with at least one record type (only some fields available)
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Audience criteria is different than the other criteria types. You can use an audience as criteria in another audience to easily reuse sets of
criteria.
Apply the audience you create to entire pages, individual components, branding sets, CMS collections, navigation menus, or tile menus
for different effects. Applying audiences to page variations means that users see, for example, different home pages. Applying audiences
to a component means that everyone sees the same page, but what’s on the page can be different. Applying audiences to branding
sets lets you display the same content but with entirely different looks and feels. Finally, applying audiences to CMS collections, navigation
menus, and tile menus components lets all users see the components, but different audiences see different versions.
You can also apply multiple criteria and finely tune your user segment targeting, but most likely some users fit in more than one criteria.
To get the target group you want, set the order criteria are applied. Choose which branding set or page takes precedence by dragging
and dropping them into the order you want.
One other aspect to consider when using multiple criteria is the effects of layering. For example, you have a California audience assigned
to a page. On that page, you assign a component to a company. The effect is that only users who work for that company in California
can see the component.
A note about page visibility: Aside from Audiences, you control who sees a page by setting its visibility. After you create the page variations
you need in Page Manager, choose from three visibility options. When combined with a page’s published status, these options determine
whether a page is visible to your users.
Default: All users unless set by audience
When the page is published, it’s visible to all valid users, except those users who are part of an audience assigned to a different page
variation. Each page must have one default page variation.
Audience
When the page is published, it’s visible only to users within the selected audience.
None
Even if the page is published, it’s not visible to users.
IN THIS SECTION:
Considerations for Using Audiences
Audiences are a great way to target specific Experience Builder site users with the right content. As you work with audiences, though,
there are some things to consider.
Create and Manage Audiences in Experience Builder Sites
Create audiences and apply them to vary what people see when they view your Experience Builder site. Combine audience criteria
to further control what is visible to your site users, creating a custom experience.
Target Audiences Using CRM User Fields
Starting with the User criteria, select your way to the CRM user field you want to use to create audience criteria.
Target Audiences Using Record-Based Criteria
Vary what people see on a record detail page using audience criteria based on record fields, such as opportunities or accounts,
instead of user fields.
Use Audiences as Criteria to Create Broader Audiences
Consolidate multiple audiences into one audience and avoid re-creating complex sets of criteria. When you use audiences as criteria
to create another audience, you can use more criteria to target a particular page variation, component, branding set, and more.
Custom Audience Formulas
With custom formulas, you can create complex, specific audiences by grouping criteria and applying AND and OR statements.
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Certain components have audience personalization built into the component itself. Personalization lets you decide what version of
a component your user sees, customizing their experience.
Assign Audiences to Components
Assign audiences to Experience Builder components and further refine your audience targeting.

Audiences are a great way to target specific Experience Builder site users with the right content. As
EDITIONS
you work with audiences, though, there are some things to consider.
General considerations: Available in: Salesforce
Classic and Lightning
• You can change the priority of your criteria by dragging and dropping them into the order you
Experience
want.
• Layering audiences can be tricky. For example, if you have a San Francisco audience assigned Available in: Enterprise,
to a page variation, all your users in San Francisco can see the page. If you add company name Performance, Unlimited,
criteria to a component on the page, that component is visible only to users in San Francisco and Developer Editions
who also work for that company. If you assign a California audience to the component, no one
outside of San Francisco sees it because the entire page is already assigned to the more specific
San Francisco audience.
• You can have up to 1,500 audiences.
• Use the % wildcard to help with searches.
• You can’t assign audiences to the components in the template header and footer sections.
• Use PREVIEW AS to see your site with applied audiences before publishing. To open PREVIEW AS, click Preview, and then click the
eye icon.
• Custom object records aren’t automatically available in partial copy sandboxes and can cause issues with audiences that reference
them. To avoid this situation, do one of the following:
– Include the custom object data in your sandbox.
– Temporarily remove or disable the criteria that reference the custom object.
– Edit records that include the custom object and delete any data in the custom object lookup field.
• If you’re not seeing what you expect, such as seeing default variations instead of the personalized ones, try again a bit later.
Performance considerations:
• Keep your location criteria broad. If the location is unlikely to have much traffic, try using a larger geographic area. For example,
instead of a city, use a state or even a country.
• To increase the traffic to your page, combine audiences. Instead of having multiple audiences that differ only by the city, combine
them into one and add each city to the location criteria.
Location criteria considerations:
• Location is the user’s IP location, which can be in a neighboring area.
• The location permission isn’t on by default in Developer Edition orgs. Contact Salesforce if you want to use this feature in that edition.
• Use of Google API isn’t permitted in some countries. Location criteria don’t work for those areas.
• Custom location fields aren’t available for use as audience criteria.
Domain criteria considerations:
• Available domains are created in Salesforce Setup and associated with a site through a custom URL.
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• Domain criteria aren’t available in Developer Edition orgs.

Record-based criteria considerations:
• Record-based criteria uses record fields, like opportunity amount, not user fields, like role.
• You can’t assign record-based criteria to a component or branding set.
Audience criteria considerations:
• You can’t use an audience that contains record-based criteria as audience criteria.
• You can’t use an audience as criteria for itself.
• An audience used as criteria can have up to 10 criteria.
• Audience criteria can be only one level deep. For example, say you have three audiences: a California User audience, a Gold Partner
audience, and a Dog Owner audience. You can use Dog Owner as criteria for Gold Partner. However, you can’t then use Gold Partner
as criteria for California User because Gold Partner already has audience criteria.
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Create audiences and apply them to vary what people see when they view your Experience Builder
EDITIONS
site. Combine audience criteria to further control what is visible to your site users, creating a custom
experience. Available in: Salesforce
To assign audience criteria to a page variation. See Personalization Using Audience Targeting in Classic (not available in all
Experience Builder Sites for details and considerations when using audience criteria. orgs) and Lightning
Experience
1. In Page Manager, select the page you want to edit.
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
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2. To bring up the ellipsis, hover over the page name.

3. To bring up the page options, click the ellipsis.
5. Click the dropdown next to the page variation you want to work with and then click Edit Assignment.
6. Click an existing audience or click New Audience.
7. Select the criteria that you want for your audience.
8. To update the visibility settings of:
• An unpublished page, click Save. The visibility changes don’t go live until you publish your site.
• A published page variation, click Publish Visibility Changes. The visibility changes go live immediately, but any other pending
changes must be published separately.
To set the visibility of a page variation to Default, click > Set to Default.
To set the visibility of a page variation to None, remove any assigned profiles or set the visibility of another variation to Default, as
appropriate.
Target Audiences Using CRM User Fields

Starting with the User criteria, select your way to the CRM user field you want to use to create
EDITIONS
audience criteria.
By selecting the user fields on CRM objects, you can create highly targeted audience criteria. Say Available in: Enterprise,
that your organization has an employee site. You could set it up so that different pages appear to Professional, Unlimited,
different departments and even roles within those departments. and Developer editions.
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Note: You can select the following types of fields.

• Text
• Picklist
• Multi-select picklist
• Number
• Checkbox
• Currency
• Date (but not Date/Time)
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Target Audiences Using Record-Based Criteria

Vary what people see on a record detail page using audience criteria based on record fields, such
EDITIONS
as opportunities or accounts, instead of user fields.
Generally, audiences are used to vary what is shown based on characteristics of the user. For example, Available in: Enterprise,
you can show different home pages to a reseller partner and a repair partner. Record-based criteria Professional, Unlimited,
allows you to vary what is shown based on the characteristics of the record being viewed. This and Developer editions.
criteria allows you to show, say, different record detail pages for an escalated case and a low-priority
case. User-based and record-based criteria can even be combined. You can show a different USER PERMISSIONS
opportunity record detail page if the value is greater than $1 million and the viewer has a role of
sales vice president or higher. To customize an Experience
Cloud site:
You can create record-based criteria using these objects:
• Account AND Create and Set Up
• Asset Experiences
• Campaign OR
• Case • Be a member of the site
• Contact AND an experience
• Contract builder in that site
• Lead
• Opportunity Cloud site:
• Product2 • Be a member of the site
• ProductCategory AND Create and Set Up
Experiences
• Quote
OR
• Custom Objects
• Any object with at least one record type (only some fields available) • Be a member of the site
AND an experience
1. In Page Manager, select the record detail page you want to apply audiences to. admin or publisher in
2. To bring up the ellipsis, hover over the page name. that site
3. To bring up the page options, click the ellipsis.

5. Click the dropdown next to the page variation you want to work with and then click Edit Assignment.
6. Click an existing audience or click New Audience.
a. For new audiences, select the record criteria that you want to apply.
b. Adjust the operator and the value.
7. Save.
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Use Audiences as Criteria to Create Broader Audiences

Consolidate multiple audiences into one audience and avoid re-creating complex sets of criteria.
EDITIONS
When you use audiences as criteria to create another audience, you can use more criteria to target
a particular page variation, component, branding set, and more. Available in: Salesforce
Let’s say a beverage company has a site that caters to coffee drinkers and tea drinkers. To target Classic and Lightning
specific users, the company created multiple audiences: Experience
• Coffee Drinkers Available in: Enterprise,

• Tea Drinkers Performance, Unlimited,
• Gold Users
• Silver Users
• Silver Users - NY
• Silver Users - CA
Now the company wants to market a sale that gives a discount to coffee drinkers in California and New York who are silver users. But
the company doesn’t want to re-create all the detailed criteria for silver users and location-based users. Instead, the company can combine
audiences to create an audience just for this sale and apply the new audience to a page variation with the sale content.
The new audience, Silver Coffee Drinkers NY and CA, combines a user criteria type—coffee drinkers—with two audience criteria types:
silver users in New York and California.
Then the company applies this broader audience to the page variation for the sale. The only customers who can see this page variation
are silver-user coffee drinkers who are based in California or New York.
Note: You can’t use an audience as criteria if it contains record-based criteria.
SEE ALSO:
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With custom formulas, you can create complex, specific audiences by grouping criteria and applying
EDITIONS
AND and OR statements.
Grouping criteria and applying operators gives you much more flexibility when creating an audience. Available in: Essentials,
Say, for example, you want to target content to both marketing managers based in the Los Angeles Enterprise, Professional,
area and to the sales managers based in San Francisco. You can do this in one audience by creating Unlimited, and Developer
user and location criteria, grouping them using parentheses, and applying the AND and OR operators. editions.
Let's take a closer look. In this case, you select Custom Logic Is Met, and add criteria for Los Angeles,
San Francisco, Sales, and Marketing. Then, in the Condition Logic, you group the criteria using
parentheses, pairing the role and location with an AND operator and separating the groups with OR.

Certain components have audience personalization built into the component itself. Personalization
USER PERMISSIONS
lets you decide what version of a component your user sees, customizing their experience.
Available in: Enterprise, Professional, Unlimited, and Developer editions. Cloud site:
When you personalize a component, you assign audiences to the different versions of that Experiences
component. What a user sees depends on what audience they fit in. OR
1. In Experience Builder, click the component you wish to personalize. Personalization is available • Be a member of the site
for navigation menu, tile menu, and CMS collection components. AND an experience
2. To open the personalization window, click Personalize.
3. Select the component variation you’d like to display and the audience you want to display it
to. Click Add Assignment if you want to create more than one personalization.
Cloud site:
4. Click Done. • Be a member of the site
Experiences
OR
AND an experience
that site
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Assign audiences to Experience Builder components and further refine your audience targeting.
USER PERMISSIONS
Available in: Enterprise, Professional, Unlimited, and Developer editions. To customize an Experience
Cloud site:
For example, you have a page that’s assigned to customers in the U.S., but you want different topics AND Create and Set Up
and feeds to appear for customers in California. Go to the page in Experience Builder, and click the Experiences
component. The blue outline indicates that it doesn’t have an audience assigned to it yet. OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
Click the arrow next to the component name, and select Assign.
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Choose California from the list of audiences, click Assign, and then click Done.
Notice that the header component’s outline is now purple and the audience icon appears next to the name to indicate that it has an
assigned audience. A note at the top of the page lets you know that at least one component has a specific audience. The component
details list the audience.
Note: A couple things to keep in mind:

• You can’t assign record-based criteria to a component.
• You can’t assign audiences to the components in the template header and footer sections.
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Use Visualforce in Experience Builder Sites

If you’ve created Visualforce pages, actions, buttons, links, and canvas apps for your Salesforce Tabs
EDITIONS
+ Visualforce template-based sites, they can be used in Experience Builder sites.
Note: To include a Visualforce page on a site page, use the Visualforce Page component in Available in: Salesforce
Experience Builder. Classic (not available in all
orgs) and Lightning
Experience

USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
For example, say that you have the Salesforce CPQ app installed in your org. You can create a quote
detail page and use the Visualforce Page component to display the quote line editor or other pages. builder in that site
If you have configured actions, buttons, and links, associated with standard or custom objects, they
work in sites as well. And canvas app overlays let you host third-party applications in your site. To publish an Experience
Cloud site:
1. Give Visualforce page access to users by profile.
a. From Setup, enter Profiles in the Quick Find box, then select Profiles. AND Create and Set Up
Experiences
b. Click the name of the profile you want to modify.
OR
c. On the Profile page, click Enabled Visualforce Page Access.
d. In the Enabled Visualforce Page Access section of the Profile page, click Edit.
AND an experience
e. In the Available Visualforce Pages list, select the Visualforce pages that you want to make admin or publisher in
available to this profile and then click Add. that site
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f. Click Save.
2. Make the Visualforce page available for your site.

a. From Setup, enter Visualforce Pages in the Quick Find box, then select Visualforce Pages.
b. Click Edit for the page you want to make available for your site.
c. Select Available for Lightning Experience, Experience Builder sites, and the mobile app and click Save.
If you want to use the page in an Experience Builder template, make sure Require CSRF protection on GET requests isn’t
selected as it prevents the page from rendering.
Visualforce Page Component—To add a Visualforce page to your Customer Service site, drag the Visualforce Page component
from the Components panel to the page. Select the Visualforce page you want to use in the property editor.
Tip: If the Visualforce page requires the Record ID from an object such as Account, create object pages for Account. Then
drag the Visualforce Page component onto the object’s detail page. The Record ID field adjusts to the object’s ID.
Custom Actions—If you have custom actions with an action type of Custom Visualforce associated with a Visualforce page, these
actions work in published sites. When users click the action button, the associated Visualforce page displays.
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Important: Overrides to standard Visualforce actions such as View, New, Edit, and Delete aren’t supported in sites. These
buttons on record detail pages don’t display in sites.
Custom Buttons and Links—If you have custom buttons and links with a content source of Visualforce Page, these buttons and
links work in published sites. When users click the button or link, the associated Visualforce page displays.
Note: The Behavior setting for custom buttons and links isn’t supported. When users click custom buttons in published sites,
the Visualforce page is always displayed in the current window.
Visualforce custom list buttons and custom list buttons with a URL source aren’t supported in Experience Builder sites.
Canvas Apps—You can use canvas apps as custom actions to give users access to the functionality of your apps in sites. Configure
your canvas app for Lightning Component and Visualforce Page in Canvas App Settings. You can then load the canvas app inside a
Visualforce page, Visualforce action, and Lightning components in published sites.
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Note: Canvas apps and quick actions aren’t supported for guest users. They’re supported on sites only for logged in users.
You can opt to hide the publisher header and publisher Share button in Canvas App Settings.
Best Practices for Using Visualforce in Experience Builder Sites

• Site Branding—When developing your Visualforce page code, set the showHeader attribute to true. That way, branding
properties you set in Administration > Branding in Experience Workspaces also apply to the Visualforce page component in
your Customer Service site. To modify the default gray background for Visualforce components, change the Header Background
property on the Branding page.
• Mobile—To enable Visualforce pages to display site branding on mobile, set standardStylesheets=true or
showHeader=true in your Visualforce page code.
• URLs—If your Visualforce page contains links to other Visualforce pages, ensure that the Visualforce markup includes http://
or https:// at the start of the URL. Also, if your page is locked in a frame, use the target="_top" attribute to open the
page in the full body of the window. For example,
<a href="https://yourVFpageURL.com" target="_top" >Name of Visualforce Page</a>
• JavaScript Sources—Use JavaScript sources such as connection.js, apex.js, debugshell.js, and util.js
in Visualforce pages in either of the following ways:
<apex:includeScript value="/soap/ajax/36.0/connection.js"/> or
loadScript("/soap/ajax/36.0/connection.js")
• Images—Hard-coded image URLs in Visualforce pages aren’t supported in Experience Builder preview. We recommend that
you upload images as static resources as follows:
<img alt="{{msg.severity}}" class="msgIcon" src="{!$Resource.spacerImage}"
title="{{msg.severity}}"/>
• Standard Page Layouts—Visualforce pages embedded in standard page layouts aren’t supported in Experience Builder sites.
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Add Streams to Your Experience Builder Site

Your site users can combine multiple feeds into a stream to create a single point of access to related
EDITIONS
information. Combine feeds of top contributors or discussions concerning a particular product line.
Create a stream that combines feeds from discussions, groups, topics, profiles, and all kinds of Available in: Salesforce
objects, like cases, opportunities, and accounts. No more jumping from feed-to-feed to get a sense Classic (not available in all
of what people are saying. Each member can create up to 100 streams. orgs) and Lightning
In the Experience Builder, add the Stream List page to navigation, and you’re done. Experience
1. In your site, open Experience Builder. Available in: Enterprise,

2. Click the navigation bar, and then click Navigation Menu.
3. Click Add Menu Item.
4. In the Menu Item panel, enter a name for the Stream List page, for example, STREAMS. USER PERMISSIONS
5. For Type, select Community Page.
6. For Page, select Stream List. Cloud site:
7. Choose whether to make the Stream List page publicly available. • Be a member of the site
8. Click Publish, and then click Publish again.
Experiences
9. In the banner, click Publish, and then, in the confirmation dialog, click Publish again. OR
Site users have access to tools for creating and viewing their own streams.
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
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Set Up and Manage Experience Cloud Sites Share More Salesforce Object Data in Your Site
Share More Salesforce Object Data in Your Site

The Customer Service template allows you to share record data for accounts, cases, contacts, tasks,
EDITIONS
events, and custom objects with minimal configuration. Record data respects user permissions via
licenses, profiles, permission sets, and sharing rules. Available in: Salesforce
Note: This functionality is available in the Winter ’16 and later versions of the Customer Classic (not available in all
orgs) and Lightning
Service template.
Experience
• Create a list of records and link to it.
• Display record details in your site with the standard Record Detail page or create a custom page.
You can also add groups to your community in the same way. and Developer Editions
USER PERMISSIONS
Cloud site:
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
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Share a List of Records in Your Site

Create record list views for accounts, cases, contacts, and custom objects, and link to them from
EDITIONS
the Customer Service template navigation menu. Use a standard or custom page layout to display
the list of records. Available in: Salesforce
orgs) and Lightning
Service template.
Experience
1. In Experience Builder, drag the Navigation Menu component to add it to the appropriate page
in the template. We recommend adding it to the home page. Available in: Enterprise,
2. Create a navigation menu item pointing to a supported Salesforce object. Currently, the Customer and Developer Editions
Service template supports accounts, cases, contacts, and custom objects.
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
3. Publish your changes. • Be a member of the site

AND an experience
Note: If your site is active, users see the changes to your navigation menu immediately. admin or publisher in
that site
That’s it! You created a navigation menu item, that links to a list of the selected object’s records.
Under the hood, your data is retrieved from Salesforce and displayed using the generic Record List
page. This page is available in the Customer Service template and uses the Record Home List View Lightning component to display data
in an appropriate layout.
Note: The generic Record List page provides the default list view layout for objects that don’t have a predefined or custom list
view page assigned. For example, if you create a navigation menu item for another Salesforce object, it uses this same page. If you
modify the Record List page, be sure to account for all the affected objects.
Example: A list view page for a custom object called Featured Products.
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• Creating a navigation menu item is the easiest way to link to a list of records for an object. If you prefer to use a custom list view
page for an object, create a new page for your site using Experience Builder. Choose the Standard page type with a single-column
layout. Add the Record Home List View component to the page, configure the component properties to point to the object, and
then publish the page. To link to the page, create a custom navigation menu item and use the internal page URL.
• Users can access only records they have access to via licenses, profiles, permissions, and sharing rules, same as in Salesforce. Users
with the "Create" permission for the object can create records from the list view page. The ability to create records from this page
isn’t supported on mobile devices.
• You can hide a navigation menu item from guest users to block access to the associated record list view page.
• When users click a record on this page, the record details are displayed using the layout from the generic Record Detail page. If you
create a custom record detail page and assign it to the object, we use that page instead.
• Clicking a record in the list view displays the record details, which are displayed using the Record Detail page in the Customer Service
template.
• When creating record list views in Experience Cloud sites using Experience Builder, picking a default list view value other than Default
overrides the user’s pinned list. To let users set their own pinned lists, leave the list view as Default. Otherwise, users see whatever
list view was set as the default, even if they have a pinned list.
SEE ALSO:
Navigation Menu
Record List
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Display Record Details in Your Site

Display record details using the generic Record Detail page or create custom record detail pages.
EDITIONS
Note: This functionality is available in the Winter ’16 and later versions of the Customer
Service template. Available in: Salesforce
The Customer Service template supports a standard record detail page. All objects in your site orgs) and Lightning
without a preassigned record detail page use this generic page, called Record Detail, to display Experience
record data. For example, consider the scenario where a user lands on a case detail page (with a
preassigned case detail layout) and clicks a contact in the related records. If you haven’t created a Available in: Enterprise,
custom record detail page for contacts, the contact information is displayed using the generic Performance, Unlimited,
Record Detail page. Under the hood, the Record Detail page uses the Record Headline and Record and Developer Editions
Information Lightning components to display record data.
• Record Headline: Displays the record name and key record highlights along with buttons to USER PERMISSIONS
edit and delete the record.
• Record Information: Displays all record details including related records and the record feed. Cloud site:
It also allows users to create new related records and post to the record feed. • Be a member of the site
Optionally, you can create custom record detail pages for accounts, contacts, cases, tasks, events, AND Create and Set Up
and custom objects. Experiences
1. Create a new Data Detail page in Experience Builder and pick a supported object. OR
2. Add the Record Headline and Record Information components to the page and configure the • Be a member of the site
AND an experience
component properties in the property panel.
3. Publish your changes. builder in that site
Note: If your site is active, your navigation menu item changes immediately appear to To publish an Experience
your users. Cloud site:
Example: The record detail page for a custom object with the Record Headline (1) and AND Create and Set Up
Record Information (2) components. Experiences
OR
AND an experience
that site
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• Users accessing the site on a mobile device have access to actions from the record detail page. For example, a partner user with
create and edit access to accounts can create accounts or update an account as needed. However, edit inline, available on desktop,
doesn’t function in mobile or tablet display.
• Some objects have preassigned record detail pages to display record data (such as cases). You can check the available pages and
assignments for each object in Experience Builder in Page Properties.
• Objects without preassigned record detail pages use the generic Record Detail page. If you modify the Record Detail page layout or
configuration, be sure to account for all objects that use this page layout.
• Users without the necessary license, profile, and permissions can’t access record data.
• Users with the necessary permissions can create records from the related lists, and edit and delete the record from the record headline.
These actions aren’t supported on mobile devices.
• Page layouts for each object in Salesforce determine what fields display in the Record Information component. The fields in the
Highlight Panel layout determine what displays in the Record Headline component. This feature includes support for record types.
You can modify the page layout, the Highlight Panel, and record type settings in Salesforce Setup.
• Enable feeds on records in Salesforce to allow users to post on them in sites.
SEE ALSO:
Record Banner
Record Information Tabs
Related Record List
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Add Groups to Your Community

Want more collaborative communities? Allow community members and guest users to browse
EDITIONS
and join groups in your Customer Service community. Use the standard design for groups or create
your own customized version of the group detail page using separate components. Available in: Salesforce
orgs) and Lightning
Service template.
Experience
1. To enable groups in your community, add groups to the community navigation menu.
A menu item displays that links to a list of groups in your community. If you make the menu Performance, Unlimited,
item publicly available, even guest users who aren’t logged in to your community can browse and Developer Editions
through the list of active public groups.
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
2. Publish your community.
3. If you haven’t already, customize the group publisher layout to include the Add Member action.
This action allows group owners and managers to add members to the group, and isn’t shown in the list of actions in the group by
default.
When users click the name of an active group in the community, they’re redirected to the group detail page. If it’s a private group, they’re
asked to log in. Only logged-in group members can view private group content.
A few things to keep in mind:
• When you enable groups in your community, the default Group Detail page is used to display group data. This page uses the Group
component under the hood for formatting and layout. The Group component is a composite, one-stop component that includes
the group banner, group details, related lists, and the group feed. We recommend using this composite component, especially if
you want your community pages to be responsive across desktop and mobile device browsers.
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• If you prefer to use a different layout or want more control over the placement of group content, create a custom community page.
Then use the Group Banner, Group Details, Group Related List, and Feed components. Depending on how you use the individual
components, custom pages aren’t always responsive across all devices.
Group list in the Customer Service Template
Group detail page in Customer Service Template
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External Data Sources in Your Experience Cloud Site

Access your external data and content that are stored outside your Salesforce org from your site.
EDITIONS
Let your site users access:
• Data that’s stored in another Salesforce org, SAP® NetWeaver Gateway, or IBM WebSphere® that
your org accesses via Salesforce Connect
orgs) and Lightning
• Content that’s stored in Google Drive or SharePoint that your org accesses via Files Connect Experience

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Set Up and Manage Experience Cloud Sites Track Site Users with Your Google Analytics Tracking ID
Example: Let’s say you have a partner community for sales, and you store your product order information in a back-office ERP
system. You can surface that information to your sales partners, enabling them to view and update orders within the context of
all related data regardless of where it’s stored.
Or maybe you store your templates for contracts and other agreements in a non-Salesforce environment. Your sales partners can
access the latest versions of that content as needed.
SEE ALSO:
Salesforce Connect
Identity Type for External Data Sources
Track Site Users with Your Google Analytics Tracking ID

Add your Google Analytics™ tracking ID to track page views. Enable access to your Salesforce data
EDITIONS
for deeper insights. Then, adjust your pages to more accurately reach your customers.
To track using Google Analytics: Available in: Salesforce
1.
In Experience Builder, click on the left sidebar and click Advanced. orgs) and Lightning
Experience
2. Enter your Google Analytics tracking ID.
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
3. To track user types, user IDs, and search activity, enable Let Google Analytics access your admin, publisher, or
Salesforce data for deeper insights into search activity. builder in that site
4. To enable the masking of IP addresses on the Google server side, which helps with privacy To publish an Experience
compliance or concerns, Use IP Anonymization. Cloud site:
5. To enable the service, publish the site.
Your site’s analytics data streams directly to the Google Analytics service where you can review and Experiences
interpret it. OR
After you’ve set up Google Analytics to integrate with your data, you can either create your own • Be a member of the site
reports or you can install the preconfigured Google Analytics for Salesforce Communities package. AND an experience
For more information, see the Google Analytics for Salesforce Communities package write-up. admin or publisher in
that site
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Set Up and Manage Experience Cloud Sites Track Site Users with Your Google Analytics Tracking ID
For developers of custom Lightning components, we provide the global forceCommunity:analyticsInteraction

event. Use this event to track events triggered by the custom component.
IN THIS SECTION:
Configure Google Analytics™ for Experience Cloud Sites
Set up Google Analytics to track user IDs, user types, and search activity so this information can be pulled into meaningful reports.
SEE ALSO:
Lightning Components Developer Guide: forceCommunity:analyticsInteraction
Configure Google Analytics™ for Experience Cloud Sites

Set up Google Analytics to track user IDs, user types, and search activity so this information can be
EDITIONS
pulled into meaningful reports.
Google Analytics integrates with your self-service site to track user types, user IDs, page views on Available in: Salesforce
Salesforce objects, and customer search activity. To capture this information correctly, some initial Classic (not available in all
setup is required. orgs) and Lightning
Experience
1. In Experience Builder, go to Settings > Security. Under Content Security Policy, choose
Allow Inline Scripts and Script Access to Whitelisted Third-party Hosts. Available in: Enterprise,
2. Go to Settings > Advanced and enter your Google Analytics ID.
For more information about the Google Analytics ID, check the Google Analytics documentation.
3. Select Let Google Analytics access your Salesforce data for deeper insights into search USER PERMISSIONS
activity
This step lets Google Analytics track user types, user IDs, and customer search activity in your To customize an Experience
Cloud site:
site.
4. To enable the masking of IP addresses on the Google server side, select Use IP Anonymization. AND Create and Set Up
Masking IP addresses helps with privacy compliance and concerns. Experiences
OR
5. Create custom dimensions in your Google Analytics account that capture user type and Salesforce
object information. • Be a member of the site
AND an experience
a. From your Google Analytics account, go to Admin > Property > Custom Definitions > admin, publisher, or
Custom Dimensions, and click +New Custom Dimension. builder in that site
b. For the first index you want to use, enter the name: User Type and select Hit for the To publish an Experience
scope. Cloud site:
c. For the second index, enter the name Salesforce Object and select Hit for the • Be a member of the site
scope. AND Create and Set Up
Experiences
Note: The Google Analytics console auto assigns sequential indexes based on how
OR
many variables you've created. Make sure to configure the custom dimension indexes
in the site so that they match the indexes of the newly created variables. • Be a member of the site
AND an experience
6. Create a User-ID view.
that site
With the User-ID view, you can analyze how specific segments of traffic with an assigned ID
engage with your content.
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Set Up and Manage Experience Cloud Sites Multilingual Sites
a. Go to Admin > Property > Tracking Info > User-ID and follow the instructions.
b. For the User-ID view, enter the name: User Explorer.
7. To track the way different types of users are interacting with the site, click Reporting > Audience > User Explorer > User Flow.
After you’ve integrated Google Analytics, you can install the preconfigured Google Analytics for Salesforce Communities package or
create your own reports. Click here for more information about the Google Analytics for Salesforce Communities package.
Multilingual Sites
Experience Builder lets you create different language versions of your site to serve separate
EDITIONS
international audiences. For example, let’s say that you have customers in France and Germany.
You can deliver the same site experience to each in the language that’s appropriate for their region. Available in: Experience
When you create a multilingual site, you don’t have to create a separate site for each language. Builder sites accessed
And there’s also no need to duplicate pages within the site for each language. Instead, Experience through Lightning
Builder lets you add translated content to the properties of each component. Translating content Experience, Salesforce
through properties lets you maintain all languages within the site. Classic, and mobile devices,
and is available in
After you choose which languages you want your site to support, an in-built language menu lets Essentials, Enterprise,
you switch between languages when editing component properties. Content editing is quick and Performance, Unlimited,
easy because you never have to leave the page to change to another language. and Developer editions.
Alternatively, if you use a translation service, you can export site content as an .xml file and send it
for translation. After you receive the edited file, simply import it back into your site to populate each USER PERMISSIONS
page component with the translated content.
You can also apply your own Google Cloud Translation API key to integrate Google Translate into To create an Experience
Cloud site:
your feeds. Give your site the ability to instantly translate posts, questions, polls, and their comments,
answers, and replies.
IN THIS SECTION: To customize an Experience
Create a Multilingual Site Cloud site:
Creating a multilingual site involves a few main steps. Define the languages that you want your • Be a member of the site
site to support. Add translated content for each language. And enable site visitors to choose AND Create and Set Up
Experiences
their preferred language.
OR
Set the Default Language for Your Site
The default language is the language that’s used in a site before a user has selected another • Be a member of the site
language. By default, the default language is set to English (US), and English (US) serves as the AND an experience
starting point when you add new languages.
Add Languages to Your Experience Builder Sites
Add the languages that you want your site to support.
Cloud site:
Set Language Options • Be a member of the site
After you add Experience Builder sites languages, you can define separate settings for each AND Create and Set Up
language. Experiences
Edit Language Content on the Page OR
Experience Builder provides its own language menu that you can use to switch between • Be a member of the site
languages as you edit content on each page. Switch languages and provide spot translations, AND an experience
like fixing a typo. You can also use this method for full page translations instead of exporting admin or publisher in
and importing site content. that site
577
Export Language Content

Export and prepare Experience Builder site content as one or multiple .xml files. Prepare the files for translation by creating nodes
for specific languages. Then send the file to your translation service.
Import Translated Content
After your translation service has completed the translations, import the translated .xml file into your Experience Builder site.
Delete a Language
When you delete a language, the translated content isn’t deleted—it’s just no longer visible. When you add the language back to
the Experience Builder site, you can access the translated content again.
Keep these practices and considerations in mind when you’re setting up a multilingual site.
Add a Translate Button to Feed Items in Experience Builder Sites
A translation setting in Experience Builder puts a Translate with Google menu on every feed item. Translations are offered through
a Google Cloud Translation API key that you provide.
SEE ALSO:
Blog post: Localization within Communities
Language Selector
578
Create a Multilingual Site

Creating a multilingual site involves a few main steps. Define the languages that you want your site
EDITIONS
to support. Add translated content for each language. And enable site visitors to choose their
preferred language. Available in: Experience
Here’s an overview of the steps to take to create a multilingual site. Builder sites accessed
through Lightning
1. Set the default language for your site. It’s important to set the default language before you add
Experience, Salesforce
translated content to your site.
Classic, and mobile devices,
2. Add languages to the site. and is available in
3. Set options for each language, such as the display label and fallback language. Essentials, Enterprise,
4. Export and prepare the content, and send it for translation. Alternatively, you can translate and Developer editions.
content directly on the page in Experience Builder.
5. Import the translated content. USER PERMISSIONS
6. Add a Language Selector component to your site pages, so unauthenticated users can choose
their preferred language. To create an Experience
Cloud site:
Tip: Consider offering users a way to get instant translations of feed items. (Feed items • Create and Set Up
include posts, questions, polls, and their comments, answers, and replies.) For more Experiences AND View
information, see Add a Translate Button to Feed Items in Experience Builder Sites on page Setup and Configuration
590. To customize an Experience
Cloud site:
SEE ALSO: AND Create and Set Up
Best Practices and Considerations for Multilingual Sites Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
579

The default language is the language that’s used in a site before a user has selected another language.
EDITIONS
By default, the default language is set to English (US), and English (US) serves as the starting point
when you add new languages. Available in: Experience
Before you add any language content to your site, you must set the site’s default language. A site’s Builder sites accessed
default language isn’t the same as the default language setting in your Salesforce org. This behavior through Lightning
is deliberate. Let’s say you have multiple sites and want a different default language for each. At Experience, Salesforce
the same time, you want your org default language to be consistent. With a separate default Classic, and mobile devices,
language for your org, it’s easy to set things up this way. and is available in
Essentials, Enterprise,
1. Performance, Unlimited,
In Experience Builder, click > Languages.
and Developer editions.
2. Select a language from the Default Site Language list.
3. Optionally, click Edit display label, and change the way the selected language label appears. USER PERMISSIONS
For example, you can use this opportunity to translate the language’s display label.
Important: If you decide to change a site’s default language after you add translated content, Cloud site:
do so in this order:
1. Export site content. AND Create and Set Up
Experiences
2. Change the default language.
OR
3. Import the exported file.
Changing the default language can overwrite existing translations. So you export first to AND an experience
preserve your original default language and your translations. After you change the default, admin, publisher, or
you can import translations to restore them. builder in that site
Here’s how it works. Let’s say you make English the default language and add French as a site To publish an Experience
language. After you add the translated French content, you decide to change the default site Cloud site:
language to French. To preserve your original default language and existing translations, you • Be a member of the site
must first export. Then, select French as the default site language, and import content back AND Create and Set Up
into the site. Experiences
OR
Add Languages to Your Experience Builder Sites AND an experience
Set Language Options that site
580

Add the languages that you want your site to support.
EDITIONS
1.
In Experience Builder, click > Languages. Available in: Experience
2. Click Add Languages. Builder sites accessed
through Lightning
3. Select the languages that you want to add to your site. Experience, Salesforce
4. Rearrange the list in the order that you want languages to appear. Classic, and mobile devices,
and is available in
6. Optionally, for each language, select a fallback language. Performance, Unlimited,
The fallback language is the language to use when a page doesn’t have a translation for the and Developer editions.
language that the user selects. For example, imagine that a visitor chooses to view a page in
French (CA), but there isn’t content for that page in French (CA). The fallback language is shown USER PERMISSIONS
instead.
a. Under Site Languages, select a language. To customize an Experience
Cloud site:
b. From the Fallback Language field, select a fallback language.
After you add a language to the site, the Language icon appears in the Experience Builder Experiences
toolbar. Click it to switch between languages when previewing or editing page content. OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
581
Tip: Consider offering users a way to get instant translations of feed items. (Feed items include posts, questions, polls, and their
comments, answers, and replies.) For more information, see Add a Translate Button to Feed Items in Experience Builder Sites on
page 590.
SEE ALSO:
Edit Language Content on the Page
Set Language Options
Delete a Language
Set Language Options

After you add Experience Builder sites languages, you can define separate settings for each language.
EDITIONS
1.
In Experience Builder, click > Languages. Available in:Experience
2. Under Site Languages, select a language. Builder sites accessed
through Lightning
3. Update any of the following settings: Experience, Salesforce
Option Description and is available in
Active on Live Site If you add a Language Selector component
to your active site, this checkbox controls
whether the selected language appears in the
list. Use this setting to hide a language until
you’re ready to release the associated content USER PERMISSIONS
to your site visitors.
Fallback Language The fallback language appears when no Cloud site:
content is available for the currently selected • Be a member of the site
language. For example, imagine that a site AND Create and Set Up
visitor chooses Japanese from the language Experiences
selector but your site doesn’t have a Japanese OR
translation for that page. In that case, content
is shown in the fallback language. • Be a member of the site
AND an experience
Display Label You can define a display label for each admin, publisher, or
language. The display label appears in any builder in that site
Language Selector components that you add To publish an Experience
to your site and in the Experience Builder’s Cloud site:
built-in language menu. • Be a member of the site
Experiences
OR
Add Languages to Your Experience Builder Sites AND an experience
that site
582
Edit Language Content on the Page

Experience Builder provides its own language menu that you can use to switch between languages
EDITIONS
as you edit content on each page. Switch languages and provide spot translations, like fixing a typo.
You can also use this method for full page translations instead of exporting and importing site Available in: Experience
content. Builder sites accessed
1. Open the page you want to translate, and select a language from the Experience Builder through Lightning
language menu. Experience, Salesforce
and is available in
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
2. To access component properties, select the component on the page.
By default, all component properties use the default site language, which is the language that To publish an Experience
you see until you add translated content. Cloud site:
3. Enter the translated content in the property fields. • Be a member of the site
Note: Experience Builder doesn’t validate languages as you enter content. Take care to add Experiences
the correct content for the selected language. OR
AND an experience
that site
583

Export and prepare Experience Builder site content as one or multiple .xml files. Prepare the files
EDITIONS
for translation by creating nodes for specific languages. Then send the file to your translation service.
Before you begin, let’s look at the structure of the .xml file that’s created when you export language Available in: Experience
content. The file consists of several elements, but the following elements are the key ones to focus Builder sites accessed
on: through Lightning
Experience, Salesforce
• component elements represent the page components that make up your site. Many of these
components contain text that must be translated. and is available in
• The field element contains the component’s properties for a particular language. The Essentials, Enterprise,
language is defined by the language attribute. Performance, Unlimited,
• property elements include CDATA tags that contain the text strings for translation. and Developer editions.
As you can see in this sample XML for a component, several CDATA tags don’t contain any
content. So the only CDATA tags that you and your translators must focus on are the ones that USER PERMISSIONS
contain text.
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
<component context="Contact Support Form (Aura)" id="1242fd59-76da-4cdd-b025-d0a3cb6ce496">
<field name="AuraAttributes" language="en_US" exportcrc="811168867">

<property name="requestSummaryText"><![CDATA[Case summary]]></property>
<property name="callToActionText"><![CDATA[]]></property>
<property name="headerSubtitle"><![CDATA[Tell us how we can help.]]></property>
<property name="callToActionButtonText"><![CDATA[]]></property>
<property name="confirmationText"><![CDATA[Your case was created.]]></property>
<property name="confirmationSubtext"><![CDATA[We’ll get back to you
soon.]]></property>
<property name="headerTitle"><![CDATA[Contact Customer Support]]></property>
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</field>
</component>
To export and prepare content for translation:

1.
2. Click Export Content.
3. Select your default language.
You can select a language other than your default language, but we don’t recommend it unless you must export existing translations
for that particular language. If you haven’t yet added translations for the language, the exported file is empty.
4. Optionally, change the export file name.

The default name of this file is Languages.xml, but you can rename it. Consider exporting a file for each translation, and renaming
each file by its country code. For example, let’s say you intend to get translations for French, Spanish, and German. You can rename
them language_fr.xml, language_es_mx.xml, and language_de.xml respectively.
5. Click Export.
6. If you’re prompted to, choose where to save the file.
7. Prepare the .xml file for translation.
a. Copy the field element for the content to be translated, and paste the copy under the original.
You can copy a field element multiple times for multiple translations in one file. However, to reduce the chance of overwriting
existing translations when importing new ones, we recommend that you export a separate Languages.xml file for each
translation.
b. Update the language attribute in the pasted field element to the new language.
585
c. Save your changes.
After you export and prepare the .xml file, you can send it for translation. Ask your translators to put translated content between the
brackets that follow the CDATA tags.
Note: If possible, avoid updating the site’s default content until after you receive and import your translated content. Because
the translated file contains the original default content and the translated content, when you import the file, you overwrite updates
made in the interim.
586
When you receive the translated .xml file, import it back into the site.
SEE ALSO:

After your translation service has completed the translations, import the translated .xml file into
EDITIONS
your Experience Builder site.
Warning: Import overwrites the current translation values in your site. Before you import Available in: Experience
the file, ensure that the .xml file matches the expected format and is well formed. Builder sites accessed
through Lightning
If possible, avoid updating the site’s default content until after you receive and import your Experience, Salesforce
translated content. Because the translated file contains the original default content and the Classic, and mobile devices,
translated content, when you import the file, you overwrite updates made in the interim. and is available in
1. Performance, Unlimited,
2. Click Import Translation.
3. Browse to the file or drag it onto the window. USER PERMISSIONS
For files under 1 MB, a message tells you whether the content was imported successfully. For
files over 1 MB, you receive an email when the import process finishes. To customize an Experience
Cloud site:
After you import the translated content, test your pages to make sure that content displays correctly.
Use the language selector to view each page in a supported language. • Be a member of the site
Experiences
SEE ALSO: OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
587
Delete a Language
When you delete a language, the translated content isn’t deleted—it’s just no longer visible. When
EDITIONS
you add the language back to the Experience Builder site, you can access the translated content
again. Available in: Experience
1. Builder sites accessed
In Experience Builder, click > Languages. through Lightning
2. Under Site Languages, click Experience, Salesforce
next to the language that you want to delete. Classic, and mobile devices,
and is available in
SEE ALSO: Essentials, Enterprise,
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
588

Keep these practices and considerations in mind when you’re setting up a multilingual site.
EDITIONS
General Best Practices and Considerations
Available in: Experience
• Set the site’s default language before you begin adding translated content to your site.
Builder sites accessed
• For each translation, export a separate Languages.xml file to reduce the chance of through Lightning
overwriting any existing translations when importing new translations. For easier identification, Experience, Salesforce
we recommend renaming each file to include its country code—for example, Classic, and mobile devices,
languages_de.xml, languages_fr_ca.xml. and is available in
• When preparing files for translation, ensure that the file contains the default language and only Essentials, Enterprise,
one other language. When you import the file after translation, this best practice helps avoid Performance, Unlimited,
overwriting any other languages. and Developer editions.
• If possible, avoid updating the site’s default content until after you receive and import your
translated content. Because the translated file contains the original default content and the
translated content, when you import the file, you overwrite any updates made in the interim.
• If you decide to change a site’s default language after you add translated content, do so in this order:
1. Export site content.
2. Change the default language.
3. Import the exported file.
You export first because changing the default language can overwrite existing translations. Export first to preserve your original
default language and your translations. Then, after changing the default, import translations to restore them.
Here’s how it works. Let’s say that you make English the default language and add French as a site language. After you add the
translated French content, you decide to change the default site language to French. To preserve your original default language and
existing translations, you must first export site content. Then select French as the default site language, and import content back
into the site.
Best Practices and Considerations for Guest Users

• Add a language selector to all public pages, and make it easy to spot. It's the only way that guest users and unauthenticated visitors
can select their language.
• For pages that require authentication, we automatically show page content in the authenticated user's default language.
• Customized labels and Knowledge articles use the translations that the site admin added in Translation Workbench.
SEE ALSO:
Blog post: Localization within Communities
Language Selector
589
Add a Translate Button to Feed Items in Experience Builder Sites

A translation setting in Experience Builder puts a Translate with Google menu on every feed item.
EDITIONS
Translations are offered through a Google Cloud Translation API key that you provide.
Before you configure translation, go to https://cloud.google.com/translate, and get your translation Available in: Experience
key. Builder sites accessed
through Lightning
Note: Google Cloud Translation is a subscription service. For pricing information, see Experience, Salesforce
https://cloud.google.com/translate/pricing. Classic, and mobile devices,
Take these steps to add a Google Cloud Translation API key to your site. and is available in
1. In Experience Builder, go to Settings > Languages and enter your Google Cloud Translation Performance, Unlimited,
API key. and Developer editions.
2. Click Validate & Save Key.
This action checks the validity of your key, and, if valid, saves your setting. USER PERMISSIONS
After you verify and save your key, a Translate with Google menu appears on all feed items in To configure feed
your site. Feed items include posts, questions, polls, and their comments, answers, and replies. translations in a site
• To translate the feed item into the default language, click Translate with Google. • Is a System
Administrator OR has the
For site members, the default language comes from the locale that’s set on the user’s profile.
permission
For guest users, it comes from the locale that’s set in the user’s browser.
• To select a language, click the menu icon and select a language from the list. Create and Set Up
Experiences
These languages appear on the translation list.
site
Albanian Arabic Armenian Basque Bengali
Bosnian Bulgarian Catalan Chinese Chinese

Simplified Traditional
Croatian Czech Danish Dutch English
Estonian Finnish French Georgian German
Greek Hebrew Hindi Hungarian Icelandic
Indonesian Irish Italian Japanese Korean
Latvian Lithuanian Luxembourgish Macedonian Malay
Maltese Montenegrin Norwegian Polish Portuguese
Romanian Romansh Russian Serbian Slovak
Slovenian Spanish Swedish Tagalog Tamil
Thai Turkish Ukrainian Urdu Vietnamese
Welsh — — — —
After translation, Translate with Google switches to View Original, so it’s easy to switch back to the original language.
590
Set Up and Manage Experience Cloud Sites Improve Experience Cloud Site Performance
Improve Experience Cloud Site Performance

Use the Page Optimizer to analyze your site’s performance. Use the Experience Cloud Content
EDITIONS
Delivery Network and browser caching to improve page load times.
orgs) and Lightning
Analyze and Improve Experience Builder Site Performance
Experience
The Salesforce Page Optimizer analyzes your site and identifies issues that impact performance.
Use the information to refine your design and improve site performance for your members. Available in: Enterprise,
The Page Optimizer is a free plug-in available from the Chrome Web Store. Download and install Performance, Unlimited,
the plug-in as you would any Chrome extension. and Developer Editions
Experience Cloud Performance and Scale Best Practices

Experience Cloud sites are used for a variety of purposes—from delivering a help forum or support community, to hosting a store,
to deploying a customized vaccination site used to schedule vaccinations for millions of people. Salesforce tests Experience Cloud
features to ensure that they continue to perform when there are spikes in site traffic. Follow these guidelines to avoid performance
issues that can occur when scale limits are exceeded.
Experience Cloud Content Delivery Networks (CDN) Overview
Deliver Salesforce content to your users with higher performance and scale than ever when you set up a free Experience Cloud
Content Delivery Network (CDN). Reduce the page load time for your sites through Experience Cloud or to custom applications
through public channels.
Improve Experience Cloud Site Performance with Browser Caching
If you use many components in your Experience Builder site, you can improve your site’s performance with browser caching.
Performance is about the same for the first page load, but subsequent page loads are faster. The cache is encrypted and secure.
Progressive Rendering Overview
Progressive Rendering prioritizes the display order of your page components. With proper planning and testing, it can improve
display time performance and polish your site’s experience to better engage customers.
Progressive Rendering Guidelines
Here are some guidelines for how to get the most out of Progressive Rendering.
Prioritize Component Display Order with Progressive Rendering
Quickly set the display order of components on your Experience Builder pages with Progressive Rendering. By carefully optimizing
how your pages display, you can enhance the experience of your site and better engage your community.
591
Set Up and Manage Experience Cloud Sites Analyze and Improve Experience Builder Site Performance
Analyze and Improve Experience Builder Site Performance

The Salesforce Page Optimizer analyzes your site and identifies issues that impact performance.
EDITIONS
Use the information to refine your design and improve site performance for your members. The
Page Optimizer is a free plug-in available from the Chrome Web Store. Download and install the Available in: Salesforce
plug-in as you would any Chrome extension. Classic (not available in all
orgs) and Lightning
To download the Page Optimizer, in Experience Builder, click on the left sidebar, and then Experience
click Advanced.
USER PERMISSIONS
Cloud site:
Experiences
OR
AND an experience
Cloud site:
Experiences
OR
AND an experience
that site
592
After installation, the Page Optimizer is located with your other Chrome extensions.
Insights
To analyze your site, navigate to your published site, load the page, and then launch the Page Optimizer.
593
The Insights tab (1) evaluates your page based on best practices for web applications developed using the Lightning framework. This
tab displays an overall performance score (3) along with individual scores (5) for various analysis rules. To view details and suggested
actions, click each rule. For more room to work, click Popout (2).
The Insights tab is conservative in providing recommendations. For further insights, consider reviewing the raw data presented on the
Waterfall, Timeline, Charts, Cost, and Actions tabs.
To remove collected metrics, click Clear (4). Perform some user actions on the page to collect new metrics, and then reopen the Page
Optimizer. For example, to gather performance metrics for liking a feed item, clear performance metrics, click Like, and reopen the Page
Optimizer.
Waterfall
The Waterfall tab displays all network requests and performance instrumentation data. Click a row to view contextual information in the
sidebar. Click the arrow to the left of each row to expand the information for each row.
594
Timeline
The Timeline tab provides a profile of each component’s rendering lifecycle. The timeline view is optimized for displaying Lightning
framework metrics, so it’s easier to interpret than Chrome DevTools.
Charts
The Charts tab displays trending information about memory and components as customers use your page.
595
Components
The Components tab displays the lifecycle counts for each component on the page. This view helps you identify potential component
leaks and unexpected rendering behavior. Use the Component tab along with the Cost tab for an overall view of component performance.
Cost
The Cost tab displays the amount of time each component was busy processing its logic. The lower the time, the better the performance.
Actions
The Actions tab displays a list of all actions performed on the page along with their timing information.
596
Set Up and Manage Experience Cloud Sites Experience Cloud Performance and Scale Best Practices
Export
Export your analysis to a file to share with your development and support teams.
Submit Feedback
We want to hear from you. Share your comments, questions, requests, and any issues that you find. Submit Feedback.
Experience Cloud Performance and Scale Best Practices

Experience Cloud sites are used for a variety of purposes—from delivering a help forum or support
EDITIONS
community, to hosting a store, to deploying a customized vaccination site used to schedule
vaccinations for millions of people. Salesforce tests Experience Cloud features to ensure that they Available in: Enterprise,
continue to perform when there are spikes in site traffic. Follow these guidelines to avoid Performance, Unlimited,
performance issues that can occur when scale limits are exceeded. and Developer Editions
Performance issues typically occur when scale limits are exceeded. The following are the most
common causes of performance issues:
• The number of and type of licenses used for your site.
• The number of logins per month.
• The number of page views per month.
• Normal site traffic and peak site traffic.
• The number of customizations made to a site.
If your site exceeds scale limits, Salesforce can start an internal review process. If you aren’t sure if your site is reaching or exceeding scale
limits, contact your account executive for help.
How To Improve Performance and Scale

Consider the following when developing your site:
• Performance and Scale Testing — Test for performance and scale before deploying your Experience Cloud site. Customizations
to core features and adding Apex, SOQL, and SOSL code can impact the performance of your site. Sites expecting heavy spikes in
usage can also run into performance issues.
• Content Delivery Network (CDN) — Use a content delivery network (CDN). Using Salesforce’s CDN can improve the performance
and scale of a site, regardless of size and customizations. Customers can also use their own CDN.
• Waiting Room — Sites expecting heavy traffic should use a waiting room. Ticketing sites, vaccine management sites, or stores
holding closeout sales often experience large spikes in traffic. A waiting room helps ensure that your customers have the best possible
experience when traffic spikes delay immediate access to a site.
Note: Vaccine management sites may not function properly without a CDN and a waiting room in place. Contact your account
executive if you have any questions.
597
Set Up and Manage Experience Cloud Sites Experience Cloud Content Delivery Networks (CDN) Overview
Experience Cloud Content Delivery Networks (CDN) Overview

Deliver Salesforce content to your users with higher performance and scale than ever when you
EDITIONS
set up a free Experience Cloud Content Delivery Network (CDN). Reduce the page load time for
your sites through Experience Cloud or to custom applications through public channels. Available in: Salesforce
All of the assets to develop your Experience Cloud site, such as CSS files, JavaScript libraries, and Classic (not available in all
images, are stored on your company’s Salesforce instance. For example, if your Salesforce instance orgs) and Lightning
is on NA1, your server is in North America. The farther your users are from your Salesforce server, Experience
the longer it takes to get assets to their computer and your site’s pages. Available in: Enterprise,
Content delivery networks (CDN)s are the industry standard for web applications. They deliver faster Performance, and
experiences and help maintain performance at scale. A CDN minimizes delays in loading web page Unlimited Editions
content by reducing the distance between the server and the user. It also increases the number of
requests the server can respond to, since the CDN offloads a large portion of hits to your site.
Experience Cloud sites served through the Experience Cloud CDN support HTTP/2 for fast content delivery.
Important: Salesforce is unable to serve a top-level domain, such as example.com, using the built-in CDN. We can only serve
subdomains, such as www.example.com or parts.example.com. If your site needs a top-level domain served from
CDN, host it on a CDN outside of Salesforce.
With the Experience Cloud CDN, you can store your publicly cacheable assets on servers around the world to deliver your content quickly
and efficiently. Salesforce also provides you with a secure HTTPS site and certificates. If you’re an Experience Cloud customer, you’re
allowed up to 48 terabytes per org per year. If more than 48 terabytes are required to handle the traffic on your site, contact your account
executive to discuss additional capacity.
Note: Our Experience Cloud CDNs are supported in production environments. They aren’t supported in Developer and Partner
Developer editions because they don’t support custom domains. They also aren’t supported in sandbox environments.
IN THIS SECTION:
Considerations for Using a Content Delivery Network (CDN) for Your Experience Cloud Site
Use an Experience Cloud Content Delivery Network (CDN) to serve content to your site. Understand how resources are cached, the
frequency of server certificate changes, and recommended activation timing. After your domain is on the CDN, there are implications
to changing your CNAME or switching domains.
Experience Cloud Content Delivery Network (CDN) Prerequisites
Complete these required steps before setting up your Experience Cloud Content Delivery Network (CDN).
Set Up the Experience Cloud Content Delivery Network (CDN)
After you review the considerations and complete the prerequisites, set up an Experience Cloud Content Delivery Network (CDN)
for your domain. This feature is available in Experience Builder and Salesforce Tabs and Visualforce sites.
Content Delivery Network for Digital Experiences with Enhanced Domains
When you enable enhanced domains, the format of your Experience Cloud site URL changes from
ExperienceCloudSitesSubdomainName.force.com to MyDomainName.my.site.com. Your *.my.site.com domain includes the Experience
Cloud content delivery network (CDN). The CDN delivers faster experiences and helps maintain performance at scale. It minimizes
delays in loading web page content by reducing the distance between the server and the user. It also increases the number of
requests that the server can respond to, because the CDN offloads a large portion of hits to your site.
598
Experience Cloud Content Delivery Network (CDN) Traffic Allowances

Each byte of traffic that’s requested on your custom domain, whether it’s an image or a complex report, counts toward your content
delivery network’s (CDN) usage amount. The amount of traffic allowed over a CDN depends on the license that you’ve purchased.
Understand how to monitor your Experience Cloud Content Delivery Network (CDN) usage and what happens if you exceed the
Terabyte limit.
SEE ALSO:
Add a Domain
Considerations for Using a Content Delivery Network (CDN) for Your Experience Cloud
Site
Use an Experience Cloud Content Delivery Network (CDN) to serve content to your site. Understand
EDITIONS
how resources are cached, the frequency of server certificate changes, and recommended activation
timing. After your domain is on the CDN, there are implications to changing your CNAME or switching Available in: Salesforce
domains. Classic (not available in all
Experience Cloud CDNs are supported in production environments. They aren’t supported in orgs) and Lightning
Developer and Partner Developer editions because they don’t support custom domains. They also Experience
aren’t supported in sandbox environments. Available in: Enterprise,
Review these considerations when you enable the Salesforce CDN partner, Akamai, for your site in Performance, and
Setup. Unlimited Editions
HTTP/2 Support
Experience Cloud sites served through the Experience Cloud CDN support HTTP/2.
Cached Resources
These resources are cached on the CDN to improve page load time performance:
• Resources that are accessible in a public site without authentication, including HTML, JavaScript, CSS, image, and font files.
• Resources that are configured as publicly cacheable, such as Salesforce static resources with the Cache Control setting configured
to Public.
Adding a Domain When Provisioning a CDN

If you add a domain and provision a CDN at the same time, visitors to your site could see a certificate error. The hostname on the certificate
doesn’t match the custom domain until you activate the domain. Activating the domain resolves the error message.
The provisioning process can take 4–14 hours to complete, and then you must activate the domain within Salesforce. Activation creates
or updates a domain CNAME, and that can take up to 20 minutes to be effective across the internet.
Until you activate the domain, the domain uses its previous HTTPS configuration. If you add a domain to your org with our CDN partner,
the initial configuration before activation is HTTP.
Important: Salesforce is unable to serve a top-level domain, such as example.com, using the built-in CDN. We can only serve
subdomains, such as www.example.com or parts.example.com. If your site needs a top-level domain served from
CDN, host it on a CDN outside of Salesforce.
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Switching Domains
When switching a domain previously added to the org as HTTP-only or as HTTPs with a certificate, the provisioning process takes 4–12
hours. After you activate the domain, visitors to your site can observe these issues for up to 5 minutes:
• Connection reset errors. The site doesn’t load.
• The message Server DNS address couldn’t be found.
Review these considerations when you enable an Experience Cloud CDN for your site in Setup or for custom applications through public
channels:
Activation Timing
To minimize the impact to your users, provision and activate an Experience Cloud CDN where your site traffic is low.
Server Certificates
If you have an existing Custom Domain that’s on a shared certificate, you may see a shared option while configuring the Experience
Cloud CDN. Shared certificates aren’t recommended. With the Experience Cloud shared certificate CDN, the certificate that your domain
uses is shared with other customers. Shared certificates often include other customer hostnames in the subject alternative name list.
With the Experience Cloud shared certificate CDN, the server certificate changes frequently. If you have API clients that require the exact
server certificate rather than the root certificate authority, use a single certificate CDN rather than a shared certificate CDN.
To switch from a shared certificate to a single certificate, move your domain to the Temporary non-HTTPS domain HTTPS option and
save your changes. Then delete the domain, and add your custom domain again, selecting the Salesforce serves the domain over
HTTPS, using a Salesforce content delivery network (CDN) partner HTTPS option.
Single certificates contain a single branded name per certificate. Ten Experience Cloud CDN single certificates and 48 terabytes of traffic
are available for orgs that have purchased any Experience Cloud licenses. If you haven’t purchased an Experience Cloud license, your
org is able to provision 5 single certificates, and is given 5 TB of annual traffic. You can contact your account executive to increase the
traffic allowances. Contact Salesforce Customer Support to increase the number of certificates available per org.
Data Privacy & Security

When you enable the CDN, your domain uses Akamai, a third-party CDN service, to optimize its content delivery. Akamai stores and
transmits all information sent to, or returned by this domain, including:
• Data submitted to the domain
• Web page content returned from the domain
• Data tables from web pages returned from the domain
• Images
• Files
• JavaScript code
• Style sheets
• Static resources
Akamai can offer different privacy and security protections than Salesforce. Salesforce isn’t responsible for the privacy and security of
the data that’s shared with Akamai. All communications between Akamai and Salesforce are conducted over HTTPs.
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Domain CNAME Changes

Your domain must use the same CNAME as shown on the Domains Setup page. If you change your CNAME after activating the Experience
Cloud CDN, your domain traffic goes to your servers directly, no longer passing through the CDN. After the shared certificate is updated
or renewed, the Domain Setup page lists Salesforce serves the domain over HTTP without support for HTTPS access as the option for
your domain.
If you change your domain’s CNAME and want to resume use of the Experience Cloud CDN, update your domain in Salesforce to the
correct CNAME. And then provision the domain again with the CDN option.
Changing the CDN with Single Sign-On

Changing the Experience Cloud CDN affects SAML Single Sign-On Settings for all custom URLs in that domain. Reconfirm the SAML
Single Sign-On Settings for each HTTPS custom URL in that domain after activating a change. Login Settings are available in Experience
Workspaces under Administration | Login & Registration.
SEE ALSO:
View and Edit Single Sign-On Settings
Add a Domain
Create a Custom Report Type
Experience Cloud Content Delivery Network (CDN) Prerequisites

Complete these required steps before setting up your Experience Cloud Content Delivery Network
EDITIONS
(CDN).
Experience Cloud CDNs are supported in production environments. They aren’t supported in Available in: Salesforce
Developer or Partner Developer editions because they don’t support custom domains. They also Classic (not available in all
aren’t supported in sandbox environments. orgs) and Lightning
Experience
Before you activate this feature, read the Considerations for Using a CDN for Your Experience Cloud
Site on page 599. Available in: Enterprise,
Performance, and
Unlimited Editions
Domain CNAME
Your domain must use the same CNAME as shown on the Domains Setup page. If the CNAME
doesn’t match, the domain can’t connect via the CDN.
Certificate Authority Authorization (CAA) Records

Experience Cloud CDNs use Let’s Encrypt as its certificate authority. Before you set up an Experience Cloud CDN for your domain:
1. If your domain doesn’t have a current CAA record, leave as is.
2. If your domain or the subdomain that you’re adding to the CDN has a Certification Authority Authorization (CAA) record, add the
Let’s Encrypt website, letsencrypt.org, to the record.
3. If your company decides to set up a CAA record in the future, add Let's Encrypt to the record to avoid disruption to your CDN.
See Let’s Encrypt website for more information.
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Let’s Encrypt High Valued Domains

Let’s Encrypt requires consent from the owner of high value domains from its High Value Domains list before allowing a CAA certificate
change for those domains. This list of High Value Domains isn’t publicly available.
If your domain is on this list of High Value Domains, contact Let’s Encrypt to temporarily remove the block before configuring your
Experience Cloud CDN. If your CDN request fails or it remains in a status of provisioning for more than a day, contact Salesforce Customer
Support for assistance.
Using an Existing External Domain

If you have an existing domain hosted outside of Salesforce (for example, abccompany.com) and it isn’t currently registered with Akamai:
1. Enable external HTTPS on your domain and point to your current configuration.
2. Change the domain to the Experience Cloud CDN.
Current Akamai Customers

If you have a registered domain with Akamai that you intend to use for your Experience Cloud CDN, remove the domain from your
Akamai configuration. If the domain is active in another Akamai configuration, the Experience Cloud CDN provisioning process fails.
Notify Akamai if you have a wildcard domain available in a different Akamai configuration and intend to use one of its subdomains for
your Experience Cloud CDN.
For example, a customer with *.abccompany.com as a wildcard in their Akamai configuration wants to add experiences.abccompany.com
as their Experience Cloud CDN domain. If the customer doesn’t notify Akamai before provisioning the domain through Salesforce, initial
provisioning fails. The customer’s move to the CDN is delayed as Akamai contacts the customer to validate the change.
SEE ALSO:
Add a Domain
Enable External HTTPS on a Domain
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Set Up the Experience Cloud Content Delivery Network (CDN)

After you review the considerations and complete the prerequisites, set up an Experience Cloud
EDITIONS
Content Delivery Network (CDN) for your domain. This feature is available in Experience Builder and
Salesforce Tabs and Visualforce sites. Available in: Salesforce
Experience Cloud CDNs are supported in production environments. They aren’t supported in Classic (not available in all
Developer or Partner Developer editions because they don’t support custom domains. They also orgs) and Lightning
aren’t supported in sandbox environments. Experience
Before you activate this feature, read the Considerations for Using a CDN for Your Experience Cloud Available in: Enterprise,
Site on page 599 and complete the Experience Cloud CDN Prerequisites on page 601. Performance, and
Unlimited Editions
1. Prepare Your Domain
a. From Setup, in the Quick Find box, enter Digital Experiences, and then select
Settings. Select Enable Experience Workspaces. If enhanced domains aren’t enabled in USER PERMISSIONS
your org, specify a subdomain for your Experience Cloud sites. And Save your changes. To create an Experience
b. Obtain a custom domain outside of Salesforce, and add it as a domain record to Salesforce. Cloud site:
c. From Setup, in the Quick Find box, enter Custom URLs, and then select Custom URLs.
Associate your custom domain to your site URL. Setup and Configuration
2. Provision and Activate the Experience Cloud CDN To customize an Experience
Cloud site:
Note: To minimize disruptions to your users, provision and activate your Experience • Be a member of the site
Cloud CDN when your site traffic is low. AND Create and Set Up
a. From Setup, in the Quick Find box, enter Domains, and then select Domains. Experiences
• OR
b. Next to your custom domain, click Edit for your custom domain.
c. Create the Siteforce.com CNAME requested at the top of the page by adding your new AND an experience
Custom Domain to the value provided. Additionally enter the TXT record required to admin, publisher, or
provision a certificate when you select the single certificate option. You provide the values builder in that site
for Custom-Domain (for example, www.customer.com) and 18-Digit OrgID (for example,
00000000000zzzzzzz) to your DNS provider or IT department. Cloud site:
The following list items can be copied and used: • Be a member of the site
• First CNAME is: [custom-domain] TO [custom-domain].[18-digit OrgID].live.siteforce.com. AND Create and Set Up
Experiences
• Second CNAME is: _acme-challenge.[custom-domain]. TO
• OR
_acme-challenge.[custom-domain].[18-digit OrgID].live.siteforce.com.
d. Select Salesforce serves the domain over HTTPS, using a Salesforce content delivery AND an experience
network (CDN) partner. admin or publisher in
that site
Akamai is the CDN Partner.
To edit a domain:
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With this option, your domain uses a single certificate, which displays only one hostname. Ten branded certificates and 48
terabytes of traffic are available for Experience Cloud licenses that adopt single certificate CDNs. Contact your account representative
if more certificates are needed.
e. Save your changes.

Experience Cloud CDN provisioning can take 4–12 hours. The Provisioning Status field changes from Provisioning to Awaiting
Activation when complete. You receive an email status that it’s complete. We don’t expect downtime or disruption during
provisioning.
f. Activate your domain.

Your site can be unavailable for 5–10 minutes, so provision and activate your Experience Cloud CDN when your site traffic is low.
The Provisioning Status field changes from Awaiting Activation to Complete, and the Current HTTPS Option changes to CDN.
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Note: Changing the Experience Cloud CDN affects SAML Single Sign-On Settings for all custom URLs in that domain.
Reconfirm the SAML Single Sign-On Settings for each HTTPS custom URL in that domain after activating a change. Login
Settings are available in Experience Workspaces under Administration | Login & Registration.
Enable a Custom Domain

1. From Setup, in the Quick Find box, enter Domains, and then select Domains.
2. Next to your custom domain, click Edit for your custom domain.
3. Select an option other than Salesforce serves the domain over HTTPS, using a Salesforce content delivery network (CDN)
partner, and then save your changes.
4. When the provisioning process is complete, activate your domain.
Note: When you roll back within 24 hours of activating an Experience Cloud CDN, it’s immediate. Rolling back more than 24 hours
after activating a CDN can take 10–20 minutes. You can activate your custom domain when ready. Upon activation, visitors to
your site can observe up to 5 minutes of the same transition-related issues that can occur while provisioning your Experience
Cloud CDN.
Enable the Experience Cloud CDN for CMS
You can also use an Experience Cloud CDN to connect content to your sites and to custom applications through public channels. Follow
these instructions to enable an Experience Cloud CDN within the CMS app:
1. Open the CMS Channels page in the Salesforce CMS app.
2. Click Create Channel.
3. Select Public Channel.
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Now, you can link your domain to your public channel and share content.
1. On the CMS Channels page, click
> Edit beside your public channel.

2. In the Channel Settings window, navigate to the Domain tab.
3. Here, you can configure a domain that links content from your public channel to your Experience Cloud CDN and seamlessly deliver
content to your users.
Serve your content from a public channel using an Experience Cloud CDN for an interactive email design experience with Pardot Emails.
You can use our CDN partner, Akamai, or one of your own. Then, select a public channel associated with a CMS workspace to source
your images.
Note: To use CMS images with Pardot Emails, make sure you use Connected Campaigns and Handlebars Merge Language and
enable Pardot through a verified Salesforce-Pardot Connector.
SEE ALSO:
Add a Domain
Add a Domain
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Content Delivery Network for Digital Experiences with Enhanced Domains

When you enable enhanced domains, the format of your Experience Cloud site URL changes from
EDITIONS
ExperienceCloudSitesSubdomainName.force.com to MyDomainName.my.site.com. Your
*.my.site.com domain includes the Experience Cloud content delivery network (CDN). The CDN Available in: Salesforce
delivers faster experiences and helps maintain performance at scale. It minimizes delays in loading Classic (not available in all
web page content by reducing the distance between the server and the user. It also increases the orgs) and Lightning
number of requests that the server can respond to, because the CDN offloads a large portion of hits Experience
to your site.
The Experience Cloud CDN reduces the page load time for your sites through Experience Cloud or Performance, and
to custom applications through public channels. All the assets to develop your Experience Cloud Unlimited Editions
site, such as CSS files, JavaScript libraries, and images, are stored on your company’s Salesforce
instance. For example, if your Salesforce instance is on NA1, your server is in North America. The
farther your users are from your Salesforce server, the longer it takes to get assets to their computer and your site’s pages.
With the Experience Cloud CDN, your publicly cacheable assets are stored on servers around the world to deliver your content quickly
and efficiently. Additionally, the CDN can provide availability features to your site, such as a declarative Service Not Available page if
there’s a regional issue. Without this feature, the system provides no feedback to your users when your Experience Cloud site is unavailable
due to an outage on your Salesforce instance.
If you disable enhanced domains, your Experience Cloud site URL reverts to its previous ExperienceCloudSitesSubdomainName.force.com
format, and it no longer uses the Experience Cloud CDN.
SEE ALSO:
Enhanced Domains
Experience Cloud Content Delivery Network (CDN) Traffic Allowances

Each byte of traffic that’s requested on your custom domain, whether it’s an image or a complex
EDITIONS
report, counts toward your content delivery network’s (CDN) usage amount. The amount of traffic
allowed over a CDN depends on the license that you’ve purchased. Understand how to monitor Available in: Salesforce
your Experience Cloud Content Delivery Network (CDN) usage and what happens if you exceed Classic (not available in all
the Terabyte limit. orgs) and Lightning
Experience Cloud CDNs are supported in production environments. They aren’t supported in Experience
Developer or Partner Developer editions because they don’t support custom domains. They also Available in: Enterprise,
aren’t supported in sandbox environments. Performance, and
Unlimited Editions
Traffic Allowances by License Type
Consider the following when you serve content to your sites with the Experience Cloud CDN:
• Users who have purchased Salesforce CMS, Commerce Apps, External Apps, or a Customer Community, Customer Community Plus,
Partner Community license are entitled to 48 terabytes of traffic, 10 single branded domain certificates, and unlimited access to
shared certificates.
• All other license users have access to 5 terabytes of traffic and unlimited access to shared certificates.
Contact your account representative to purchase additional terabytes if you require more traffic for your org. If you exceed the traffic
allowance for your org, they’ll contact you to discuss purchasing more terabytes to fit your business needs. If you run out of single
certificates for your org, you can log a ticket with Salesforce Customer Support to request more.
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• Experience Cloud users can purchase the additional terabytes needed for their org. Additional terabytes purchased for Experience
Cloud users are added to the 48 terabytes provided.
• All other license users must purchase the total terabytes needed for their org. Additional terabytes aren’t added on top of the 5
terabytes provided.
Note: We don’t shut down your site or move you off the CDN if you exceed the traffic limit.
CDN Usage Reports

Manage your Experience Cloud CDN usage when you serve content to your sites.
You can use two reports to check your CDN usage. The CDN Usage report is part of the Experience Management Package found in
AppExchange. You can also create a custom report type with Domains as the primary object.
Contact Salesforce Customer Support if you need help with managing your usage.
608
Set Up and Manage Experience Cloud Sites Improve Experience Cloud Site Performance with Browser
Caching
Improve Experience Cloud Site Performance with Browser Caching

If you use many components in your Experience Builder site, you can improve your site’s performance
EDITIONS
with browser caching. Performance is about the same for the first page load, but subsequent page
loads are faster. The cache is encrypted and secure. Available in: Salesforce
The Enable secure and persistent browser caching to improve performance setting enables Classic (not available in all
browser caching of your site’s Lightning components. It’s enabled by default. orgs) and Lightning
Experience
Note: To cache your site’s Visualforce pages on your end users’ web browsers, disable the
site-level setting: Cache public Visualforce pages. For more information on caching your Available in: Enterprise,
site’s Visualforce pages, see Configure Site Caching in Salesforce Help. Performance, Unlimited,
To verify that the Enable secure and persistent browser caching to improve performance
setting is enabled:
USER PERMISSIONS
1. From Setup, in the Quick Find box, enter Session Settings, and then select Session
Settings. To customize an Experience
Cloud site:
Experiences
OR
AND an experience
SEE ALSO:
Configure Site Caching builder in that site
Cloud site:
Experiences
OR
AND an experience
that site
Progressive Rendering Overview

Progressive Rendering prioritizes the display order of your page components. With proper planning
EDITIONS
and testing, it can improve display time performance and polish your site’s experience to better
engage customers. Available in: Enterprise,
Progressive Rendering improves the performance of your page by fetching and rendering page Performance, Unlimited,
components in a parallel and prioritized manner. If you notice that your site pages take a long time and Developer Editions
to load before you see the components rendered on the screen, then progressive rendering can
help improve your site’s performance.
Assign one of three priorities to any top-level component.
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Set Up and Manage Experience Cloud Sites Progressive Rendering Overview
Table 3: Component Priority Levels

Priority Description
Highest Highest priority components are displayed first. This priority is recommended for key content that you want to display
first or content that appears above the fold on longer pages.
High High priority components are displayed after all components in the Highest group.
Neutral Neutral priority components are displayed after all other components that have a higher priority. By default, all
components begin with a Neutral priority.
Note: Only top-level components in the content area of your pages can have a priority. You can’t assign a priority to a nested
component.
As an example, assign Highest (first) to the few components that you want to be viewed first. Specify High (second) for those components
that can load later without affecting your customer’s experience. Unassigned components are treated as Neutral by default and are
displayed last. There’s no right choice for assignments, but a lack of planning can degrade performance and diminish positive experiences
on your site.
For instance, sometimes you want a critical notice to appear first, prioritized as highest, and then fill in some of your highlighted content,
prioritized as high. All other components, visible and below the fold, load after critical notices are rendered. Whether explicitly prioritized
as neutral or not, they’retreated as neutral.
Note: All unassigned components are set to Neutral priority. For new sites, the default priorities for components can vary based
on the site template.
Because Progressive Rendering requires careful planning and testing, it’s off by default. Turn it on from the Advanced section of your
Experience Builder Settings. Using this feature requires time and effort. But don’t worry, we provide some ideas to help you get started
in the Progressive Rendering Guidelines
So, what happens while Progressive Rendering is doing its thing? Your page layout is roughly rendered and then components are added
in order of decreasing priority. Generally, this type of rendering doesn’t cause any visual issues. However, sometimes components
rearrange as the page displays, depending on which components you prioritized and how quickly it loads. That’s another good reason
to test, test, and retest when you decide to take advantage of this advanced feature.
610
Set Up and Manage Experience Cloud Sites Progressive Rendering Guidelines
Assign a priority to a component in the actions menu of the Property Editor.
Note: After you set the priorities, adding, deleting, or duplicating a component or changing themes or layouts doesn’t change
your priority settings, but it invalidates your assumptions and testing. To ensure that your choices remain effective, you can expect
any changes made to kick off a new round of testing. We try to notify you when you make those kinds of changes, but you still
have to do the testing. Always make testing a part of your change plan.
Turning off Progressive Rendering removes prioritized behavior, but your settings remain. If you turn on Progressive Rendering again
later, the original priority settings go back into force. While the continuity makes testing easier, the results can surprise you if you don’t
watch for it.
SEE ALSO:
Salesforce Community Page Optimizer analyzer

Here are some guidelines for how to get the most out of Progressive Rendering.
EDITIONS
When is the best time to Progressive Rendering?
Not all Experience Cloud sites require this powerful feature, so don’t rush to use it. However, when
you need it, you really need it.
Progressive Rendering is designed to help improve the performance of your page by fetching and
rendering page components in a parallel and prioritized manner. If you notice that your site pages
take a long time to load before you see the components rendered on the screen, then progressive rendering can help improve your
experience.
Use the Page Optimizer tool to determine if Progressive Rendering is a good choice for your site pages and to get suggestions on how
to prioritize your components. It can also help you evaluate the performance impact of your configurations.
Note: Page Optimizer is available as a Chrome extension. You can read more about the tool in its documentation.
Finding the right configuration that works best for you both in terms of performance and user experience can take a few iterations of
configuration and testing.
Which components are good candidates for prioritization?
Generally, it’s probably best to have a few small (but important) components in the Highest group. However, trial and error testing and
in-depth performance analysis are the best routes to figuring out how to best optimize your pages.
What happens while Progressive Rendering is doing its thing?
Your page layout is roughly rendered and then components are added in order of decreasing priority. Generally, this type of rendering
doesn’t cause any visual issues. However, sometimes components rearrange as the page displays, depending on which components
you prioritized and how quickly it loads. That’s another good reason to test, test, and retest when you decide to take advantage of this
advanced feature.
When is the best time to revisit your priority settings?
After priorities are set, adding, deleting, or duplicating a component or changing themes or layouts potentially invalidates your currently
set priorities. Any changes require you to review the display order to ensure it’s still effective.
Test, test, test
611
Set Up and Manage Experience Cloud Sites Prioritize Component Display Order with Progressive
Rendering
Always test your pages after you change your priority settings. We made it easy to test the page with and without Progressive Rendering
enabled. If you turn off the feature, your component priority settings are remembered, and they’re reapplied when you turn it back on.
SEE ALSO:

Quickly set the display order of components on your Experience Builder pages with Progressive
EDITIONS
Rendering. By carefully optimizing how your pages display, you can enhance the experience of
your site and better engage your community. Available in: Enterprise,
Before you activate this feature, read Component Prioritization Guidelines on page 611. Determine Performance, Unlimited,
the need and value of using Progressive Rendering for your site. and Developer Editions
Choose the components you want to load first and which can load later. Evaluating components
is a combination of determining their computational load and their design and user impact. Good USER PERMISSIONS
decisions require research, analysis, testing, and retesting. Consider working with other disciplines,
such as usability experts, to ensure that you’re evaluating all potential impacts. To enable Progressive
Rendering and apply
1. In the Experience Builder Advanced settings, enable Progressive Rendering. settings:
Communities
2. Select a component on the page.

3. From the actions menu (1) in the Property Editor, select Assign Display Priority (2).
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Set Up and Manage Experience Cloud Sites Prioritize Component Display Order with Progressive
Rendering
4. Choose the appropriate priority, and click Assign.

There are three priority choices.
Table 4: Component Priority Levels

Priority Description
Highest Highest priority components are displayed first. This priority is recommended for key content that you want to
display first or content that appears above the fold on longer pages.
High High priority components are displayed after all components in the Highest group.
Neutral Neutral priority components are displayed after all other components that have a higher priority. By default, all
components begin with a Neutral priority.
After you select a priority, a color border and icon around the component indicates the priority that is assigned. An icon also appears
by the component in the Page Structure panel. In addition, a banner is added to the page to remind you that there are components
with priorities set on the page.
To change the priority later, select Edit Display Priority in the component menu, or click either of the priority icons displayed in
the page structure menu or the component border.
To remove the priority entirely, select Unassign Display Priority in the component menu.
5. Test your results, and ensure that the experience is what you expect.
If you add new components or change the priorities of existing components, re-examine the priority choices on your page to ensure
that they’re still appropriate and working as intended.
SEE ALSO:
613
Set Up and Manage Experience Cloud Sites Add Salesforce CMS Content to Your Experience Cloud Site
Add Salesforce CMS Content to Your Experience Cloud Site

Salesforce CMS is a hybrid content management system that lets you create and manage content
EDITIONS
in a central location and then share that content across multiple channels, including Experience
Builder sites. After you create content in the Salesforce CMS app, you can add the content to site Available in: Lightning
pages so that your customers can see it. Experience
In CMS Workspaces, you create content, define content access, and add channels that control where
your content is shared.
Editions
In Experience Builder, you can organize and tag the shared content, and then add it to your site pages using CMS components. Your
users see the content when the site is published.
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Set Up and Manage Experience Cloud Sites Connect Your External CMS to Your Experience Builder Site
See Salesforce CMS to learn more.
Connect Your External CMS to Your Experience Builder Site

Do you have a website built in an external content management system (CMS)? You can connect that CMS content to your Experience
Builder site for consistent branding, reuse of material, and ease of maintenance.
What Is CMS Connect?

CMS Connect lets you embed assets from a third-party CMS in your Experience Builder site. You can connect CMS components, HTML,
JSON, CSS, and JavaScript to customize your site and keep its branding consistent with your website. We support personalized content
from Adobe Experience Manager (AEM) as well.
After you do some initial configuration work, CMS Connect makes maintenance a breeze, because your content renders dynamically on
your site pages. CMS Connect is the smart way to display headers, footers, banners, blogs, articles, and other reused content in your site.
We give you many configuration options including language mapping between your CMS and Salesforce, determining the load order
of multiple connections, and specifying CSS scope.
Which CMS Providers Are Supported?

CMS Connect supports content from these CMS providers:
• Adobe Experience Manager
• Drupal
• SDL
• Sitecore
• WordPress
Note: If your CMS server is not one we officially support, CMS Connect can still work if you set it up properly. CMS Connect works
with the HTML/CSS/HTTP standards and isn’t provider-specific.
IN THIS SECTION:
Before Using CMS Connect
Ready to get your external CMS and your Experience Builder site connected? Before diving in, review these pointers and prerequisites
so everything goes smoothly.
Create a CMS Connection
Create a connection between your content management system and your Experience Builder site so you can render headers, footers,
banners, blogs, and other content on your site pages.
Edit a CMS Connection
You can edit a CMS connection that’s already been set up in your site. For example, change the language mapping, or add CSS and
JavaScript files.
Connect JSON Content from Your CMS to Your Experience Cloud Site
Does your website have JSON content such as blogs or articles? Do you store it in a CMS such as WordPress or Drupal? Sweet! You
can render this content in your Experience Cloud site using CMS Connect.
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Set Up and Manage Experience Cloud Sites Before Using CMS Connect
Personalized Content in CMS Connect

If Adobe Experience Manager (AEM) is your CMS and your content is personalized, you can connect your personalized content to
your site using CMS Connect.
Change the Load Order of CMS Connections
If your site has multiple CMS connections, you can decide the order in which they’re loaded. The load order mostly affects any CSS
and JavaScript in your connections. Consider their dependencies on each other, and set the load order accordingly.
Before Using CMS Connect

Ready to get your external CMS and your Experience Builder site connected? Before diving in, review these pointers and prerequisites
so everything goes smoothly.
Confirm Your HTTP Server Serves Fragments

CMS Connect requires an HTTP server that can serve HTML fragments, either static or rendered on demand. Fragments can include
headers, footers, components, CSS, or JavaScript.
Confirm All URLs in CSS and JavaScript Are Absolute

URLs in CSS and JavaScript must be absolute. Relative URLs in HTML are OK and are converted for you. CMS Connect appends host names
and converts relative URLs to absolute URLs in the following HTML tags and attributes:
• <img> tag src attribute
• <audio> tag src attribute
• <input> tag
• <button> tag formaction attribute
• <video> tag src and poster attributes
• <a> and <area> tags href attribute
• <form> tag action attribute
• <del>, <ins>, <blockquote>, and <q> tags cite attribute
• <script> tag src attribute
Confirm Your Site Host Is a Trusted Host in the Cross-Origin Resource Sharing (CORS)
Header
CMS Connect uses CORS to access external content. Make sure to add site Host (both production and preview URLs) to the list of trusted
hosts in the CORS header in your CMS system.
CORS is a web standard for accessing web resources on different domains. CORS is a required technology to connect your CMS to
Salesforce. It’s a technique for relaxing the same-origin policy, allowing JavaScript on a web page to consume a REST API served from a
different origin. CORS allows JavaScript to pass data to the servers at Salesforce using CMS Connect.
To enable CORS in development environments, we recommend using a Chrome plugin. For production environments, refer to your
CMS documentation on enabling CORS.
Note: For more information about CORS, see https://developer.mozilla.org/en-US/docs/Web/HTTP/Access_control_CORS.
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Set Up and Manage Experience Cloud Sites Before Using CMS Connect
The domains that you allowlist are unique to your org and differ depending on whether you’ve implemented My Domain. However, the
domains do follow a general set of patterns.
Orgs with My Domain enabled
Note: If enhanced domains are enabled in your org, your URLs are different. If enhanced domains aren’t enabled, the Stabilize
URLs in Visualforce, Experience Builder, Site.com studio, and content files My Domain setting also affects this format. For details,
see My Domain URL Formats in Salesforce Help.
Domain URL Pattern

Builder Preview (Production) MyDomainName--sitepreview.InstanceName.force.com
Builder Live Preview (Production) MyDomainName--livepreview.InstanceName.force.com
Builder Preview (Sandbox) MyDomainName--SandboxName--sitepreview.InstanceName.force.com
Builder Live Preview (Sandbox) MyDomainName--SandboxName--livepreview.InstanceName.force.com
Orgs without My Domain enabled
Domain URL Pattern
Builder Preview (Production) ExperienceCloudSitesSubdomainName--preview.InstanceName.force.com
Builder Live Preview (Production) ExperienceCloudSitesSubdomainName--livepreview.InstanceName.force.com
Builder Preview (Sandbox) SandboxName-ExperienceCloudSitesSubdomainName--preview.InstanceName.force.com
Builder Live Preview (Sandbox) SandboxName-ExperienceCloudSitesSubdomainName--livepreview.InstanceName.force.com
Confirm External Hosts Are Allowlisted

Content Security Policy (CSP) requires external hosts to be allowlisted appropriately. Script resources, such as JavaScript, must be
allowlisted in the Security settings of Builder. Non-script resources, such as images and css, must be allowlisted in CSP Trusted Sites in
your Salesforce org settings. CMS Connect attempts to allowlist hosts it's aware of for you, but links in imported content, for instance,
wouldn’t be captured by that process.
Note: CMS Connect (JSON) connections that use authenticated sources work only for authenticated users in your site.
Confirm All Tags in Use Are Supported

CMS Connect filters out the same HTML tags that Lightning Locker and Lightning Components do. Avoid surprises by familiarizing
yourself with the unsupported tags. See Add Markup to the Page <head> to Customize Your Experience Builder Site for a list of supported
tags.
Confirm Your File MIME Types Are Supported

Only the following MIME types are supported.
• CONTENT_TYPES_HTML: 'text/html'
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Set Up and Manage Experience Cloud Sites Create a CMS Connection
• CONTENT_TYPES_JS: 'application/javascript'
• CONTENT_TYPES_JSON: 'application/json'
Confirm All CMS Servers Are Accessible via Unauthenticated HTTPS (HTTP over SSL)
All CMS servers you connect must be accessible via unauthenticated HTTPS (HTTP over SSL) to retrieve HTML and JavaScript. When you
set up a CMS connection, the server URL you enter must start with HTTPS. HTTPS ensures all web communications that are required
remain private. An SSL certificate is required for unauthenticated HTTPS for all traffic between your servers and Salesforce.
Confirm All JavaScript and CSS Are from the Same Source as the ReferencedHTML
All JavaScript and CSS files referenced by your HTML must point to your CMS source.
Confirm Experience Workspaces Is Enabled

To use CMS Connect, you must have Experience Workspaces enabled in your site Settings. Make sure Enable Experience Workspaces
is selected in Setup > Site Settings.
Confirm the CMS Connect Org Perm Is On

CMS Connect is controlled by an org permission that is turned on by default. If you’re not seeing CMS Connect in your Experience
Workspaces, it’s possible that the permission is turned off. You can ask Salesforce Customer Support to turn it back on for you.
SEE ALSO:
My Domain Overview
Create a CMS Connection

Create a connection between your content management system and your Experience Builder site so you can render headers, footers,
banners, blogs, and other content on your site pages.
Before you begin:
• Before you connect to CMS, read Before Using CMS Connect.
• If you’re setting up an authenticated connection, create named credentials in your Salesforce settings. Both anonymous and named
principal protocols are supported. See Define a Named Credential.
2. Click Content Management.
3. Select CMS Connect.
4. Click Add CMS Connection (if none exist) or New.
5. In the Connection Details form, enter a friendly name for the connection.
The name shows up in your CMS workspace and other internal areas. Based on the name you enter, an API name is created for the
connection.
6. Select your CMS source: AEM, Drupal, SDL, Sitecore, WordPress, or Other.
618
Note: If your CMS server isn’t listed, select Other. CMS Connect works with HTML, CSS, and HTTP standards and isn’t
provider-specific.
7. Select a connection type.

• To create an authenticated connection, select Authenticated (1) and select a named credential (2) that you defined previously
to authenticate the connection to your external system. Authenticated connection types only work with JSON content.
Then, go to step 12.
• To create a public connection, select Public (1) and enter a server URL (2).
Enter the full path to a CMS server that’s accessible using HTTPS and use a fully qualified domain name, such as
https://www.example.com. Public connection types work with all connection methods.
Then, go to step 8.
Note: If your Content Security Policy is set to:
CSP Setting Description

Strict CSP You receive a warning that the source may not work. Test your connection to
determine if you need to choose a different CSP option for your site to use CMS
Connect.
Relaxed CSP The new URL is automatically added to the CSP Trusted Sites for your org.
– The new listing is named the same as the CMS connection, with a context of
– If the URL is already in your list, no additional entry is made.
– If the name of the CSP Trusted Site is already taken, it’s made unique by
appending a number (1, 2, 3, and so on).
619
CSP Setting Description
– If you experience issues when testing your site, confirm the necessary URLs
are in CSP Trusted Sites and try again. Content from external sources may
contain other URLs that need to be allowlisted to work properly.
8. For an HTML connection, enter the root path to the directory that your CMS content is in. The path is the relative path from your
server URL. You can include placeholders for language and component. For example, here’s an example root path to content in
AEM.
content/mywebsite/{language}/{component}
Note: You use the {language} placeholder only when you enable language mapping and add at least one language.
9. If your CMS source is AEM and your HTML content is set up with personalization, you can use that personalized content in your site.
To do that, enable Use Personalization. See Enable Personalization for a CMS Connection.
Note: To use personalization in Experience Builder, enable it for the components that you want to personalize. For the header
and footer, go to Settings > CSM Connect. For other components, use the component’s property editor.
10. To link to a CSS style sheet, click Add CSS and enter the URL to your CSS file. Repeat for other style sheets. If your CSS is scoped, you
can specify it in the Scope field.
Style sheets load in the order listed.
11. To link to a JavaScript file, click Add Script and enter the URL to your JavaScript file. Repeat for other files.
Scripts load in the order listed.
12. To connect JSON content such as blogs, click Add JSON and enter a name, type, and path for each JSON component you want to
add. See Connect JSON Content from Your CMS to Your Experience Cloud Site.
13. If your content has multiple languages, select Enable language mapping, choose the Salesforce language, and for CMS Language,
enter the directory name of your language folder from the source.
For example, to map English, enter the directory name of your English language folder from AEM, such as en.
To add more languages, click Add Language. For each language that you add from your CMS, make sure it’s enabled in your Builder
Settings.
If you want to map languages from your site that you don’t have in your CMS, you can define which language to use for the CMS
content. For example, if your site has French and French Canadian enabled, you can set it up so that the French Canadian site displays
French content.
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Set Up and Manage Experience Cloud Sites Edit a CMS Connection
14. Click Save.

CMS Connect attempts to allowlist external hosts as appropriate, either in CSP Trusted Sites or in the Experience Builder Security
settings. External hosts referenced by material pulled into your site, such as extra images or scripts in an external post, aren’t allowlisted
automatically and may require you to do so manually.
SEE ALSO:
Create CSP Trusted Sites to Access Third-Party APIs
Set Up a Connection for Your JSON CMS
Edit a CMS Connection

You can edit a CMS connection that’s already been set up in your site. For example, change the language mapping, or add CSS and
JavaScript files.
2. Click CMS Connect.
3.
Click for the connection you want to edit. Choose Edit.
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Set Up and Manage Experience Cloud Sites Connect JSON Content from Your CMS to Your Experience
Cloud Site
4. Make changes as needed. See Create a CMS Connection on page 618 for details.
5. Click Save.
SEE ALSO:
Connect JSON Content from Your CMS to Your Experience Cloud Site
Does your website have JSON content such as blogs or articles? Do you store it in a CMS such as WordPress or Drupal? Sweet! You can
render this content in your Experience Cloud site using CMS Connect.
CMS Connect supports two basic types of JSON content. What they’re called in your CMS could be different than what another CMS
calls them. To keep things simple in CMS Connect, we call them Content Item and Content List.
An example of a content item is a single blog post. When it displays on a page, it’s the full blog post, not just a blurb about it. A content
list is a grouping of items such as blog posts. Most often, each item in a content list contains a link to those items. When setting up paths
to your JSON content in a CMS connection, specify the type for each one: content item or content list.
Note: CMS Connect (JSON) connections that use authenticated sources work only for authenticated users in your site.
Set Up JSON in a CMS Connection

1. When creating or editing a CMS connection, in the JSON section, click Add JSON.
2. Enter a content type name. For example, Home Improvement Blogs.
3. Select the type of content to add.
Content Item
Use for a single article or blog post, such as DIY Dryer Vent Cleaning.
Content List
Use for a grouping of items, such as DIY Featured Blogs, that has links to individual blog posts.
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Set Up and Manage Experience Cloud Sites Personalized Content in CMS Connect
4. Enter the path to the JSON component in your CMS. For a content list, also enter the starting node in the Node Path field.
5. To add more JSON, repeat these steps for each content item or content list.
6. Click Save.
Add JSON Components to Your Experience Cloud Site Pages

1. In Experience Builder, from the Components panel, drag the CMS Connect (JSON) component onto the page where you want the
JSON content to display.
2. To display properties, select the component.
3. In the property editor, select the CMS source that contains your JSON content.
4. Select the name of the JSON content to use.
5. Enter the component path. The path is optional for content lists and required for content items.
6. The remaining settings vary based on whether you’re displaying a content item or content list. See CMS Connect (JSON) in the
components reference for details.
Get Analytics on the Material Brought in by CMS Connect (JSON)

Remember, the content you display in your site when using CMS Connect (JSON) doesn’t live in your site. Getting usage data requires
a few extra steps.
For instance, if you want to track the number of clicks on a blog card, from a JSON content list, or the number of page views, use Google
Analytics™ for Salesforce Communities Package on page 800.
<p>Page Views based on User Type can also be added in Page Views by User Type Report on page 807.
Configure External Objects for the data that you’re interested in tracking using Salesforce Connect or OData, Salesforce Reporting.
SEE ALSO:
Add CMS Connect (JSON) Components to Your Experience Builder Pages
Personalized Content in CMS Connect

If Adobe Experience Manager (AEM) is your CMS and your content is personalized, you can connect your personalized content to your
site using CMS Connect.
Personalization in CMS Connect lets you keep the branding and other content consistent between your Experience Cloud site and your
website. If you’ve gone to all the work of setting up personalization in AEM, make the most of that effort by rendering your personalized
content in your site. Display content according to different segments, based on criteria such as geolocation or language.
Connecting your AEM content personalized with Client Context requires creating a connector page and installing it in AEM. The connector
page is a JSP file that contains the logic of your website’s personalization mapping. You might need to make a few tweaks to it, depending
on how you want to run scripts. Then provide the path to this connector page in AEM when you’re setting up the CMS connection in
your community. That’s where you can also add a path to your JavaScript file if you want to run scripts dynamically.
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Set Up and Manage Experience Cloud Sites Personalized Content in CMS Connect
With personalization enabled, when a visitor views your site, we send client context information about the visitor such as IP address and
geolocation. The logic in the connector page computes and returns a personalized URL for the content, which the visitor then sees.
After setting up personalization in your connection, enable it for each component you want to personalize.
IN THIS SECTION:
Enable Personalization for a CMS Connection
To use the personalization feature of Adobe Experience Manager (AEM) in Experience Cloud sites, you must first enable it for CMS
Connect.
Personalize Your Components in CMS Connect
Use Adobe Experience Manager (AEM) personalization to maintain branding in your site components.
Personalize Header and Footer Content in CMS Connect
Use Adobe Experience Manager (AEM) personalization to maintain branding in your site header and footer.
Enable Personalization for a CMS Connection

To use the personalization feature of Adobe Experience Manager (AEM) in Experience Cloud sites, you must first enable it for CMS
Connect.
1. When creating or editing a CMS connection, in the HTML section, select Use Personalization.
2. In the Connector Page Path field, enter the path to the JSP file that you created and installed in AEM. This file contains the logic of
your personalization mapping.
3. To run scripts dynamically, provide the path to your JavaScript file in the Script Path field.
4. Click Save.
Personalize Your Components in CMS Connect

Use Adobe Experience Manager (AEM) personalization to maintain branding in your site components.
1. In Experience Builder, go to the page that contains a CMS Connect (HTML) component you want to personalize.
2. Select the component to display its properties.
3. In the property editor, enable Use Personalization. You see this setting only if your CMS source is AEM and personalization is
enabled for your connection.
Personalize Header and Footer Content in CMS Connect

Use Adobe Experience Manager (AEM) personalization to maintain branding in your site header and footer.
To personalize a header and footer.
1. From Experience Builder, go to Settings.
2. Select CMS Connect.
3. Select Use Personalization next to the header, footer, or both.
Note: If the Use Personalization option is unavailable, it likely means that personalization isn’t enabled for the CMS connection.
Enable it in your connection settings first.
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Set Up and Manage Experience Cloud Sites Change the Load Order of CMS Connections
Change the Load Order of CMS Connections

If your site has multiple CMS connections, you can decide the order in which they’re loaded. The load order mostly affects any CSS and
JavaScript in your connections. Consider their dependencies on each other, and set the load order accordingly.
For example, suppose one of your connections has the JavaScript library jquery, and another connection relies on jquery. Set the
connection with jquery to load first so that the other connection can also load.
Header and footer always render first regardless of the load order of your connections.
2. Click CMS Connect.
3.
Click for the connection you want to reorder.
4. Choose Move Up or Move Down.
Lightning Bolt for Salesforce: Build Once, Then Distribute and Reuse
Lightning Bolt for Salesforce lets you quickly build and distribute industry-specific Lightning Bolt
EDITIONS
Solutions to jump-start new org capabilities. Save time by building once and then reusing. Whether
it’s for your own org or you’re a consulting partner or ISV, you can reduce the time required to Available in: Salesforce
implement solutions and cut development costs. Classic (not available in all
orgs) and Lightning
Experience

625
Set Up and Manage Experience Cloud Sites Lightning Bolt for Salesforce: Build Once, Then Distribute and
Reuse
A Lightning Bolt Solution is a portable package that’s packed with power. It can combine custom Lightning apps, business process flows,
and Experience Builder templates and pages in an easy-to-build and distributable form. Use a Lightning Bolt Solution to share or sell a
solution on AppExchange, implement an Experience Builder site with a turnkey solution or new look, or configure automation. You can
publish apps or flows without an Experience Builder template or include one when you want to apply your brand.
A Lightning Bolt Solution combines one or more of the following:
• Customized Experience Builder templates—A template includes a theme layout and CSS, along with pages, content layouts, and
Lightning components. Alternatively, instead of a full template, you can also export a single Experience Builder page with its content
layout and components.
• Flow categories—A flow category contains one or more flows, making it easy to group flows for related business processes.
• Custom apps—Adding customized apps lets you create solutions tailored to your industry.
Lightning Bolt Solutions are flexible, so you can take advantage of them in many ways. Here are just a few examples.
Example: You’ve customized the Partner Central template to create an Experience Builder site with features that meet your
particular business needs. You want to create several similar partner sites, but you don’t want to build each one from scratch. By
exporting your customized template, you can reuse it and build as many branded sites as you need.
Example: You’re a consulting partner who specializes in creating solutions for the real estate industry. Your solutions feature a
unique look, custom apps for finding mortgages, and automation that alerts sales people of properties with active prospects. With
a Lightning Bolt Solution, you can create and export your solution in a way that’s easy to use. After you install your Lightning Bolt
Solution in the customer’s org, you can further customize it to suit their needs. By building the bulk of the solution in your org and
then distributing it to your customers, you can rapidly launch new solutions.
Example: You’re an ISV who builds a custom insurance agent app. The app includes automation to create coverage estimates
and automatically notify customers of the results. Using a Lightning Bolt Solution, you can easily bundle your app and business
process flows into a single package. Distribute the package to your customers to install in their Salesforce orgs, or market the
solution on AppExchange.
Package and Distribute Your Solution

You can package and distribute solutions to use in other orgs and sites. After you create and upload a package, share the link privately
with your clients, customers, or partners. Alternatively, publish your custom Lightning Bolt Solution as a managed package in AppExchange.
Market your solution with an AppExchange listing in the same way that you list any other app, component, or consulting service. Describe
your solution, pricing, support, and other details so that customers can determine whether your offering is right for them.
Reuse Your Own Solution

When you create a solution, it appears in the list of Lightning Bolt Solutions in your org. You can use it to build new Experience Builder
sites or enhance an existing one.
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Set Up and Manage Experience Cloud Sites Lightning Bolt for Salesforce: Build Once, Then Distribute and
Reuse
IN THIS SECTION:
Create a Lightning Bolt Solution
Have at least one Experience Builder template, custom app, or flow category that you want to distribute? Then you’re ready to create
a Lightning Bolt Solution. WithLightning Bolt Solutions, you can combine custom Lightning apps, business process flows, and
Experience Builder templates and pages in easy-to-build, distributable packages.
Export a Customized Experience Builder Template in a Lightning Bolt Solution
You can customize and export an Experience Builder template to use as a base for creating Experience Builder sites. Create custom
pages, layouts, and components. Export and package the template on its own or distribute it for others to use as a part of a Lightning
Bolt Solution.
Export a Customized Experience Builder Theme in a Lightning Bolt Solution
Export themes that you’ve customized and use them in your own Experience Builder sites, or package and distribute them for others
to use.
Export a Customized Experience Builder Page in a Lightning Bolt Solution
Export pages that you’ve customized in an Experience Builder site. Use them as a base for new pages, or package and distribute
them for others to use in their sites.
Add Flows to a Lightning Bolt Solution
When you want to add flows to a Lightning Bolt Solution, group them into a flow category. Then add one or more flow categories
to your solution.
Export and Packaging Considerations for Lightning Bolt Solutions
Before you export and package a Lightning Bolt Solution, keep the following considerations and limitations in mind.
Requirements for Distributing Lightning Bolt Solutions
Before Salesforce can recognize a Lightning Bolt Solution that’s ready for distribution on AppExchange, your solution must meet
certain requirements.
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Set Up and Manage Experience Cloud Sites Create a Lightning Bolt Solution
Package and Distribute a Lightning Bolt Solution

After you create a Lightning Bolt Solution, package the solution to distribute it to other users or orgs. You can upload the package
to AppExchange to share or sell your solution.
SEE ALSO:
Salesforce Partner Community: Lightning Bolt for Partners
Lightning Aura Components Developer Guide
Experience Cloud Developer Guide
ISVforce Guide
Security Developer Center
Package and Distribute Your Apps
Create a Lightning Bolt Solution

Have at least one Experience Builder template, custom app, or flow category that you want to
EDITIONS
distribute? Then you’re ready to create a Lightning Bolt Solution. WithLightning Bolt Solutions, you
can combine custom Lightning apps, business process flows, and Experience Builder templates Available in: Salesforce
and pages in easy-to-build, distributable packages. Classic (not available in all
Including an Experience Builder template in your Lightning Bolt Solution is optional. Use any orgs) and Lightning
template as a base to build your custom site with standard pages and components, or create custom Experience
pages, layouts, and components of your own. After you finish customizing the template, export it Available in: Enterprise,
or one of its pages from Settings > Developer in Experience Builder. Performance, Unlimited,
To include flows, first create a flow category, and add the active flows that you want to export. and Developer Editions
1. From Setup, enter Lightning Bolt Solutions in the Quick Find box, and select
Lightning Bolt Solutions. USER PERMISSIONS
2. On the Details and Branding page, enter information about your solution. For example, enter To create a flow category:
your company and solution names, and list the solution’s key features. Click Next. • Customize Application
3. On the Solution Highlights page, add any combination of Experience Builder templates, flow To create a Lightning Bolt
categories, and custom apps. Click Next. Solution without an
4. Review the Summary page, and click Finish. Experience Builder template:
The new Lightning Bolt Solutions is now ready for distribution. • Customize Application
AND View Setup and
Configuration
SEE ALSO: To create a Lightning Bolt
Add Flows to a Lightning Bolt Solution Solution with an Experience
Builder template:
Export a Customized Experience Builder Page in a Lightning Bolt Solution AND Create and Set Up
Package and Distribute a Lightning Bolt Solution Experiences AND View
628
Set Up and Manage Experience Cloud Sites Export a Customized Experience Builder Template in a
Lightning Bolt Solution

To create an Experience Cloud site: Create and Set Up Experiences AND View Available in: Salesforce
Setup and Configuration Classic (not available in all
orgs) and Lightning
To customize an Experience Cloud site: • Be a member of the site AND Create and Experience
Set Up Experiences
OR Performance, Unlimited,
• Be a member of the site AND an and Developer Editions
experience admin, publisher, or builder
in that site
To publish an Experience Cloud site: • Be a member of the site AND Create and
Set Up Experiences
OR
• Be a member of the site AND an

experience admin or publisher in that
site
To create a Lightning Bolt Solution with an Customize Application AND Create and Set
Experience Builder template or page: Up Experiences AND View Setup and
Configuration
You can customize and export an Experience Builder template to use as a base for creating Experience Builder sites. Create custom pages,
layouts, and components. Export and package the template on its own or distribute it for others to use as a part of a Lightning Bolt
Solution.
Note: If your customized template isn’t based on the latest version, you can’t export it until you update the template.
1. In Experience Builder, select Settings > Developer, and click Export a Template.
The information that you add on this page appears in the Experience Creation wizard and helps others understand your template’s
purpose and benefits.
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Set Up and Manage Experience Cloud Sites Export a Customized Experience Builder Template in a
Lightning Bolt Solution
2. Add a unique template name, a publisher name, and select a category.

3. Add at least one image as the thumbnail image. The recommended image dimensions are 1260 x 820 pixels.
You can add two more images that appear in the detailed description of the template.
4. Enter a summary that describes the purpose of the template.
5. Enter at least one key feature.
The feature titles appear under the thumbnail in the Experience Creation wizard. The feature descriptions appear in the solution’s
detailed description.
6. Click Export.
After you export the template, it appears in the Experience Creation wizard in your org. You can then use it as a base for building
new Experience Builder sites. If you package the template in a Lightning Bolt Solution and install it in another org, it appears in that
org’s Experience Creation wizard.
7. To distribute the template as a Lightning Bolt Solution, create a managed package.

To delete an exported or imported template, from Setup, in the Quick Find box, enter Digital Experiences, and then click
Templates.
Note:
• If you create an Experience Builder site in your org that’s based on an imported or exported template, you can’t delete the
template.
• If you include object pages in a custom template, you can’t delete the object from your org unless you remove the template’s
object pages.
• If you add subpages to an Experience Builder site in your org and export the template, the new site doesn’t have the same
page hierarchy as the original. All pages in the exported site are found at the top level.
SEE ALSO:
ISVforce Guide: Creating and Uploading a Managed Package
630
Set Up and Manage Experience Cloud Sites Export a Customized Experience Builder Theme in a Lightning
Bolt Solution
Export a Customized Experience Builder Theme in a Lightning Bolt Solution

orgs) and Lightning
Set Up Experiences
in that site
Set Up Experiences
OR

site
Configuration
Export themes that you’ve customized and use them in your own Experience Builder sites, or package and distribute them for others to
use.
Note: If your customized theme isn’t based on the latest template version, you can’t export it until you update the template.
1. In Experience Builder, change to the theme you want to export if that isn’t your active theme.
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Set Up and Manage Experience Cloud Sites Export a Customized Experience Builder Theme in a Lightning
Bolt Solution
2. Select Settings > Developer, and click Export a Theme.
3. Fill in the form with the needed elements for the Change Theme detail page. Clear information and images help you and others
understand what is in the theme and how it works.
4. Click Export.
After you export a theme, it appears in the Change Theme dialog box in all the Experience Builder sites in your org. If you package
the theme and install it in another org, it appears in that org’s Change Theme dialog box. Themes are ordered by how new they are,
so a newly imported theme appears at the beginning of the list.
632
Set Up and Manage Experience Cloud Sites Export a Customized Experience Builder Page in a Lightning
Bolt Solution
5. To distribute your theme, create a managed package. Or add the theme to a Lightning Bolt Solution, and include it in the package.
To delete an imported or exported theme, from Setup, enter Digital Experiences in the Quick Find box, and click Themes.
Note: If an Experience Builder site in your org is using the theme, you can’t delete the theme until you switch to a different one.

orgs) and Lightning
Set Up Experiences
in that site
Set Up Experiences
OR

site
Configuration
633
Set Up and Manage Experience Cloud Sites Export a Customized Experience Builder Page in a Lightning
Bolt Solution
Export pages that you’ve customized in an Experience Builder site. Use them as a base for new pages, or package and distribute them
for others to use in their sites.
1. In Experience Builder, select Settings > Developer, and click Export a Page.
2. Select the page to export.

3. Click Export.
After you export a page, it appears in the New Page dialog box in all the Experience Builder sites in your org. If you package the page
and install it in another org, it appears in that org’s New Page dialog box. A newly installed page is highlighted as New for 30 days.
4. To distribute your page, create a managed package that includes the page. Or add the page to a Lightning Bolt Solution, and include
it in the package.
Note: You can quickly get to the Package page of Salesforce Setup by selecting Package the Experience Builder page in
the export page success message.
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Set Up and Manage Experience Cloud Sites Add Flows to a Lightning Bolt Solution
To delete an exported or imported page, from Setup, in the Quick Find box, enter Digital Experiences, and click Pages.
Existing pages in Experience Builder that are based on the deleted page are unaffected. However, deleted pages no longer appear in
the New Page dialog.
SEE ALSO:
Add Flows to a Lightning Bolt Solution

When you want to add flows to a Lightning Bolt Solution, group them into a flow category. Then
EDITIONS
add one or more flow categories to your solution.
You can use a Lightning Bolt Solution to publish a turnkey solution on AppExchange, implement Available in: Salesforce
a site with a complete solution or new look, or reuse automated processes that use flows. Classic (not available in all
orgs) and Lightning
You can only add active flows to a flow category.
Experience
1. From Setup, enter Flow Category in the Quick Find box, and select Flow Category.
2. Click New Flow Category. Performance, Unlimited,
3. Enter your developer name and a description. For the name, only alphanumeric characters and and Developer Editions
underscores are valid.
4. Choose flows from the list of active flows. USER PERMISSIONS
To create a flow category:

To create a Lightning Bolt
Solution without an
Experience Builder template:
AND View Setup and
Configuration
To create a Lightning Bolt
Solution with an Experience
Builder template:
5. Save the flow category. • Customize Application
6. Add the flow category and any custom Lightning apps, Experience Builder templates, or other Experiences AND View
flow categories that you want to export to a Lightning Bolt Solution. Setup and Configuration
7. Package the solution to distribute in your orgs or in AppExchange.
SEE ALSO:
Flow Builder
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Set Up and Manage Experience Cloud Sites Export and Packaging Considerations for Lightning Bolt
Solutions

Before you export and package a Lightning Bolt Solution, keep the following considerations and
EDITIONS
limitations in mind.
Tip: We recommend using managed packages to avoid naming conflicts with other packages Available in: Salesforce
in your customer’s org or your own. Classic (not available in all
orgs) and Lightning
Experience
Add Custom Apps Available in: Enterprise,
• When you include apps in a Lightning Bolt Solution, follow general guidelines in the ISVforce Performance, Unlimited,
Guide for developing and distributing Lightning apps. and Developer Editions
• When you package the solution, app components are automatically added to the package. For
example, the package includes customized fields, page layouts, and relationships with standard
objects.
Add Flows
• To reuse a single flow or a group of flows, add them to a flow category. Then include the flow category in your Lightning Bolt Solution.
• You can add only active flows to a flow category.
Export and Package an Experience Builder Template

• An exported template name must be unique.
• You can export a customized template from Experience Builder and include it in a Lightning Bolt Solution, but including a template
isn’t required.
• When you export a template from Experience Builder, the system removes non-alphanumeric characters from template and page
names. For example, My Template #2 becomes My_Template_2.
• In the Experience Creation wizard, the template author (for example, by Salesforce) differs for an exported and imported template.
When you export a template, your org name is shown within your own org. When you import a template, the publisher name of
the package is shown.
• For navigation menu items that link to objects, list views are reset to the default list view. Also, custom list views for standard objects
aren’t included as dependencies, although custom list views for custom objects are included.
• Only the following Administration settings in Experience Workspaces are included.
– Change password page
– Forgot password page
– Home page
– Login page
– Allow employees to log in directly to an Experience Cloud site option
• The following items aren’t included when you export an Experience Builder template. After you import the template and use it to
create an Experience Builder site in the destination org, you must manually reconfigure these items.
– Most Administration settings (except for the settings already listed).
– Experience Builder settings, including head markup and the Google Tracking ID.
– Custom theme layout components that aren’t listed in Settings > Theme > Configure aren’t included. For theme layout
components to be included, you don’t have to assign them to a page.
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Set Up and Manage Experience Cloud Sites Export and Packaging Considerations for Lightning Bolt
Solutions
– Custom styles in the CSS editor.

– Localized content for multilingual sites.
– Non-default page variations; only default page variations are included. If a page doesn’t have a default variation, the page is
excluded. For example, if a page has two variations that are both set to audience-based visibility, then the page is excluded
entirely.
• If you upgrade a managed template package, existing sites that are based on the upgraded template aren’t updated.
• Some pages in a template are available only when a feature is enabled in your org—for example, the Article Detail page requires
Salesforce Knowledge. An exported template includes just the pages that exist in your site at the time of export. Any site that’s built
using the exported template includes only those same pages. For further assistance, contact Salesforce Customer Support.
Note: Some components show errors when you deploy or export a site as a template and require you to manually configure the
component’s properties in Builder. For example, to set filters for the Object Home and Record List components in your exported
site, navigate to the component properties. Then reconfigure the filter that you want to use from the dropdown menu.
Export and Package a Theme

• You can export a custom Experience Builder theme from Experience Builder but a standalone theme can’t be included in a Lightning
Bolt Solution.
• An exported theme name must be unique.
• Custom theme layout components that aren’t listed in Settings > Theme > Configure aren’t included. For theme layout components
to be included, you don’t have to assign them to a page.
• If you upgrade a managed theme package, existing sites that are based on the upgraded theme aren’t updated.
• When you export a theme from Experience Builder, the system removes non-alphanumeric characters from your theme name. For
example, My Theme #2 becomes My_Theme_2.
Export and Package a Single Experience Builder Page

• The exported Experience Builder page name must be unique.
• When you export a page, the system generates a developer name (devName) by prepending the site name and removing
non-alphanumeric characters. For example, My #awesome page in the Acme site becomes Acme_My_awesome_page. Developer
names longer than 80 characters are truncated.
• When you export an Experience Builder page, its page variations aren’t included in the package. Export the page variations separately.
• Exported page variations use the naming convention [Site Name]_[Page Name]_[Variation Name].
Original Page Name Exported Page Name Exported Page Developer Name
Coffee Fans Coffee Fans Acme_Coffee_Fans
West Coast (page variation) Coffee Fans - West Coast Acme_Coffee_Fans_West_Coast
East Coast (page variation) Coffee Fans - East Coast Acme_Coffee_Fans_East_Coast
• For images in the Rich Content Editor, we export the version used in the editor, which isn’t necessarily the latest version of the asset
file.
• Audience-based visibility criteria aren’t included in the export process. Manually reenter this information after importing the page
to the site in the destination org.
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Set Up and Manage Experience Cloud Sites Requirements for Distributing Lightning Bolt Solutions
• You can’t export individual login pages.
SEE ALSO:
Salesforce App Considerations
Requirements for Distributing Lightning Bolt Solutions

Before Salesforce can recognize a Lightning Bolt Solution that’s ready for distribution on
EDITIONS
AppExchange, your solution must meet certain requirements.
Before you distribute your solution, use these checklists. Available in: Salesforce
orgs) and Lightning
Requirements for Lightning Bolt Solutions Experience
For all Lightning Bolt Solutions that are ready for distribution, make sure that you have: Available in: Enterprise,
Included at least one of the following: Performance, Unlimited,
• A custom Lightning app
• A flow category that contains one or more flows
• An Experience Builder template
Tested all site functionality and appearance across desktop, tablet, and mobile devices
Confirmed that your customizations have no regressions (each release)
Verified that Salesforce approves of all third-party technology that you use
Ensured proper code coverage, and executed basic performance testing
Adhered to all Salesforce Lightning developer guidelines (such as attribute enforcements)
Included written installation and configuration documentation
Developed appropriate customer support for custom functionality
Requirements When Including an Experience Builder Template

If your solution includes a template, make sure that you have:
Developed a custom Experience Builder template
Included at least one custom Lightning component (API version 40.0 or later)
Included at least one custom Theme Layout component with a unique visual design
Tested the template with the Strict CSP enabled in your site settings
Best Practices
• To improve automation and code coverage, use a Salesforce testing framework, such as the Lightning Testing Service (LTS).
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Set Up and Manage Experience Cloud Sites Requirements for Distributing Lightning Bolt Solutions
• Include only essential Visualforce components and pages.
SEE ALSO:
Lightning Aura Components Developer Guide: Salesforce Lightning CLI
ISVforce Guide: Publish Your Offering on the AppExchange
Security Developer Center
639
Set Up and Manage Experience Cloud Sites Package and Distribute a Lightning Bolt Solution
Package and Distribute a Lightning Bolt Solution

After you create a Lightning Bolt Solution, package the solution to distribute it to other users or
EDITIONS
orgs. You can upload the package to AppExchange to share or sell your solution.
A package is a container for something as small as an individual component or as large as a set of Available in: Salesforce
related apps. Packages come in two forms—managed and unmanaged. We recommend using Classic (not available in all
only managed packages to avoid naming conflicts with other packages in your customer’s org or orgs) and Lightning
your own. To create a managed package, use a Developer Edition org. Experience
1. From Setup, enter Package in the Quick Find box, and then click Package Manager. Available in: Enterprise,
2. To package a Lightning Bolt Solution, select Lightning Bolt Solution as the component type,
and select your solution. To package a standalone Experience Builder template, theme, or page,
select Lightning Community Template, Lightning Community Theme, or Lightning Page,
respectively, as the component type to add. USER PERMISSIONS
All supported dependencies are included.
Cloud site:
Cloud site:
Experiences
• OR
3. Upload the package. Then distribute it on AppExchange, or share the link privately with your • Be a member of the site
clients, customers, or partners. AND an experience
SEE ALSO:
Create a Lightning Bolt Solution Cloud site:
ISVforce Guide: Overview of Packages • Be a member of the site
ISVforce Guide: Creating and Uploading a Managed Package AND Create and Set Up
ISVforce Guide: Publish Your Offering on the AppExchange Experiences
• OR
AND an experience
that site
To create and upload

packages:
• Create AppExchange
Packages AND Upload
AppExchange Packages
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Set Up and Manage Experience Cloud Sites Experience Management
Experience Management
Experience Management is your one-stop shop for administering, managing, and moderating your
EDITIONS
orgs) and Lightning
Experience Cloud Site Managers, Moderators, and Admins Working Together
Experience
Experience Cloud sites can thrive when their managers, moderators, and admins understand
their unique roles and work together effectively. Available in: Enterprise,
Measure Success with Dashboards
Use Dashboards to view your Experience Cloud site’s analytics, such as metrics and trends on
activity. Dashboards give you mid-term to long-term views on adoption and engagement,
providing you with a high-level view into the health of your site. Dashboards also help you monitor return on investment (ROI) and
key performance indicators (KPI).
Experience Cloud Site Managers, Moderators, and Admins Working

Together
Experience Cloud sites can thrive when their managers, moderators, and admins understand their
EDITIONS
unique roles and work together effectively.
An Experience Cloud site manager and moderator work hand-in-hand. They are partners and support Available in: Salesforce
one another in fostering engagement and harmony. Sometimes, they perform some of the same Classic (not available in all
tasks, but each has unique contributions. While the site manager is typically responsible for orgs) and Lightning
monitoring adoption and engagement, the moderator is typically responsible for ensuring the site Experience
is a healthy environment and that members feel encouraged to be active and helpful to each other. Available in: Enterprise,
Experience Cloud site managers, moderators, and admins all work together to protect, engage, and Performance, Unlimited,
measure the site’s success. and Developer Editions
Prevent spammers, bots, and Welcome new members, add Review analytics on community
trolls from attacking the site. contributors, and connect health.
Protect the site from trademark members with resources. Measure return on investment
infringement and legal issues. Help ensure that members (ROI) and key performance
Ensure site members use questions are answered quickly.
indicators (KPI), such as money
appropriate language and Acknowledge helpful members saved and cases deflected.
adhere to the terms of use. and thank them. Identify and track community
Identify, encourage, groom, trends.
and retain MVPs.
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Set Up and Manage Experience Cloud Sites Experience Cloud Site Managers, Moderators, and Admins
Working Together
IN THIS SECTION:
Set up and monitor your site from Experience Management or Experience Workspaces.
What’s an Experience Cloud Site Manager?
Every Experience Cloud site needs someone to take an active role in making sure that the it thrives. Experience Cloud site managers
spend time every day encouraging member participation, keeping conversations going, and recognizing members for contributing.
What’s a Moderator?
Moderators help ensure the success of your Experience Cloud site by monitoring user activity and flagged items.
Access Experience Management
Experience Cloud site administrators and managers use Experience Management to monitor Experience Cloud site activity, and set
up other important management features.

Set up and monitor your site from Experience Management or Experience Workspaces.
EDITIONS
You can customize your site at any time, but if you plan to make major changes, we recommend
deactivating the site first. Available in: Salesforce
Important: The options available in Experience Management or Experience Workspaces are orgs) and Lightning
based on your site template selection, permissions, and preferences. For example, if your site Experience
doesn’t use topics, you don’t see the Topics section. Some options in the following list might
not appear in your site by default. To display all sections, go to Administration > Preferences Available in: Enterprise,
and enable Show all settings in Experience Management or Show all settings in Performance, Unlimited,
Experience Workspaces. and Developer Editions
Home
USER PERMISSIONS
• View your site’s home page dashboard. If your home page still displays a message to install
the Salesforce Experience Management package, your administrator hasn’t mapped a To access Experience
dashboard yet. Workspaces or Experience
• Preview the site or access your site’s settings in the Experience Builder, Lightning Platform, Management:
or Site.com Studio from Experience Management or Experience Workspaces. • Access Experience
Management OR
Engagement Manage Experience OR
Monitor recent activity and take immediate action directly from Experience Management or Create and Set Up
from the Moderation workspace in Experience Workspaces. Experiences
Your admin sets up Insights. If the Engagement section doesn’t appear, the admin hasn’t • AND is a member of the
mapped Insights for this site. site
Dashboards To access moderation rules

View dashboards and monitor information about groups, members, feed activity, moderation, and criteria:
topics, and license usage for this site. • Manage Experiences OR
Create and Set Up
Your admin sets up Dashboards. If the Dashboards section doesn’t appear, the admin hasn’t Experiences
mapped dashboards for this site.
Gamification settings or use Experience
Use Recognition Badges, Mission Badges, and Reputation to keep your members engaged with Builder:
your site.
Your admin sets up Gamification. Experiences
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Working Together
Moderation
View reports for flagged posts, comments, messages, and files. You can also see a report of all posts that are pending review and set
up moderation rules for this site.
Your admin sets up Moderation.
Topics
Create a navigation menu and showcase popular topics in your site.
Typically, your admin sets up navigational topics and featured topics. If you’re using self-service templates, navigational topics and
featured topics are enabled by default. If the Topics section doesn’t appear, your site isn’t using topics.
Recommendations
Recommendations can help drive engagement in a site. They can be set up to encourage users to watch videos, take trainings, and
more.
Your admin sets up recommendations. If the Recommendations section doesn’t appear, the admin hasn’t set up recommendations.
Administration
Use the Administration page to update the site’s basic setup.
• Members—Add or remove members based on profiles or permission sets.
• Tabs—Select the tabs you want site members to see. Tabs are also used to determine site navigation in the Salesforce mobile
app. If your site was created with one of the self-service templates, tab settings aren’t used.
• Branding—Select a provided branding color theme. This branding controls header and footer text for pages in your site. The
branding settings apply if you’re using the default or the Salesforce tabs + Visualforce template.
• Login & Registration—Select the login page for this site, and set up self-registration.
• Emails—Customize email sender information, Chatter email branding, and templates in your site emails.
• Pages—Configure page assignments for your site, and access the Lightning Platform and Site.com settings for this site.
• Preferences—Update important settings, such as content flags, nicknames, public access to Chatter, and file limits.
• Settings—Edit your site name, description, and site URL. You can also manage the status of your site and update your site
template.
Lookups in Experience Management and Experience Workspaces initially return the items you most recently viewed from within
the site. If an object you’re looking for isn’t in the Recently Viewed Documents list, try typing all or part of the object name and
searching again.
Important: If you’re an admin and accidentally remove yourself from a site, you can’t access the Administration settings in
Experience Management or Experience Workspaces. To add yourself back to the site or make other membership updates, use
the API.
SEE ALSO:
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Working Together

Every Experience Cloud site needs someone to take an active role in making sure that the it thrives.
EDITIONS
Experience Cloud site managers spend time every day encouraging member participation, keeping
conversations going, and recognizing members for contributing. Available in: Salesforce
Experience Cloud site managers must be employees of your organization; external site members Classic (not available in all
can’t be site managers. orgs) and Lightning
Experience
A site manager is a member of the site that takes on the extra responsibility of monitoring site
engagement. Experience Cloud site managers need access to reports and dashboards that show Available in: Enterprise,
trends in activity and membership. They also need to be aware if members aren’t logging in as Performance, Unlimited,
frequently as they should be. By monitoring site membership and activity, site managers can figure and Developer Editions
out how to engage site members and ensure that they participate.
A powerful tool for a site manager is the ability to recognize individual members for their
participation, because site managers know that recognition and a little friendly competition usually lead to more active members.
Experience Cloud site managers can set up a point system and reputation levels that reward members with points when they perform
certain actions. Once members reach the top of the level’s point threshold, they move up a level.
IN THIS SECTION:
Assign an Experience Cloud Site Manager
To assign a user as an Experience Cloud site manager, simply give them the “Manage Experiences” permission.

To assign a user as an Experience Cloud site manager, simply give them the “Manage Experiences”
EDITIONS
permission.
Experience Cloud site managers must be employees of your organization; external site members Available in: Salesforce
can’t be site managers. To assign a user as a site manager, give them the “Manage Experiences” Classic (not available in all
permission. With this permission, they can access the Experience Management page or Experience orgs) and Lightning
Workspaces. Experience
Note: Go to Digital Experiences > Settings to enable Experience Workspaces. Available in: Enterprise,
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission and Developer Editions
Sets, then click New.
2. Create a permission set that includes the “Manage Experiences” permissions. USER PERMISSIONS
3. From Setup, enter Users in the Quick Find box, then select Users.
To assign permission sets:
4. Find the user you want to be a site manager and add the permission set to their Permission Set • Assign Permission Sets
Assignments related list.
The user can now manage the site through Experience Management or Experience Workspaces.
Moderators help ensure the success of your Experience Cloud site by monitoring user activity and flagged items.
In a successful Experience Cloud site, members are actively engaged and communicating with one another. A moderator facilitates
knowledge sharing to help members benefit and derive value from their participation. The moderator also helps ensure that all
communications and content are appropriate.
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Working Together
Moderators can be users from your internal org or external users with Access Experience Management and moderation permissions.
External users who are moderators but don't have management and moderation permissions can moderate within context of the
Experience Cloud site, such as directly in the site feed. This person should be accustomed to interfacing with customers and can spend
time regularly monitoring the site.
A moderator can:
• Review and act on the list of flagged posts and comments
• Review and act on the list of flagged files
• Remove flags
• Delete inappropriate posts, comments, messages, and files
A moderator can also help drive the success of a site in many other ways.
• Sharing relevant and useful information in posts
• Encouraging members to post and comment on each other’s posts
• Setting an example by their activity
• Keeping discussions focused, spam-free, and non-controversial
• Redirecting email conversations to sites when it can benefit other members
• Establishing the site as a reliable source of information and a forum for transparent discussions
You can choose to designate more than one moderator, especially if the site has a large number of members.
Note: Although they share some similar capabilities, a moderator in an Experience Cloud site is different from a Chatter moderator.
IN THIS SECTION:
Which users can moderate?
There are multiple types of users who can moderate an Experience Cloud site when flagging is enabled.
Assign a Moderator
Make one or more people moderators in your Experience Cloud site so they can keep an eye on its content.
SEE ALSO:
Move Feed Items from One Public Group Feed to Another
Which users can moderate?

There are multiple types of users who can moderate an Experience Cloud site when flagging is
EDITIONS
enabled.
Moderators can be users from your internal org or external users with Access Experience Management Available in: Salesforce
and moderation permissions. External users who are moderators but don't have management and Classic (not available in all
moderation permissions can moderate within context of the Experience Cloud iste, such as directly orgs) and Lightning
in the site feed. Moderators can continue to flag items even if flagging is disabled for members, Experience
although group owners and group managers can only moderate when flagging is enabled. Available in: Enterprise,
Who can moderate items in a site depends on permissions or if the user is a group manager or Performance, Unlimited,
owner. This table shows who can moderate and what actions they can take in the user interface. and Developer Editions
645
Working Together
Action User with Moderate User with Moderate Group Owner or Manager
Experiences Feeds Experiences Files (on items in groups they
own or manage)*
Remove flags on a post or
comment
Delete a post or comment
Remove flags on a file
Delete a file
*To allow group owners and managers to moderate, the Allow members to flag content option must be enabled.
Assign a Moderator
Make one or more people moderators in your Experience Cloud site so they can keep an eye on its
EDITIONS
content.
Moderators can be users from your internal org or external users with Access Experience Management Available in: Salesforce
and moderation permissions. External users who are moderators but don't have management and Classic (not available in all
moderation permissions can moderate within context of the Experience Cloud site, such as directly orgs) and Lightning
in the site feed. Experience
You can assign moderators by assigning a permission set that includes one or more of following Available in: Enterprise,
moderation permissions. Performance, Unlimited,
Permission Allows Users To
Moderate Experiences Feeds Review flagged posts and comments and take action, such as USER PERMISSIONS
removing flags or deleting the post or comment. Moderator
options for feed content are available in the site feed and in
Experience Management and Experience Workspaces.
Moderate Experiences Files Review flagged files they have access to and take action, such
as removing flags or deleting the file. Moderator options for
files are available on a file’s detail page and in Experience
Management or Experience Workspaces.
Moderate Experiences Chatter Review flagged messages and take action, such as removing
Messages a flag or deleting a message. This permission allows users access
to flagged messages only in Experience Cloud sites they’re a
member of.
Can Approve Feed Post and Approve, delete, or edit posts and comments that are pending
Comment review.
Moderate Experience Users Freeze external users who are members. Moderators can freeze
members on their user profile page or from an Insights report.
Manage Experiences Moderate content in Experience Management or Experience

Workspaces.
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Working Together
Permission Allows Users To

Access Experience Management Access site pages from Experience Management and Experience Workspaces.
You can also add these permissions to a profile. These permissions are valid for all Experience Cloud sites the user is a member of, but
don’t apply in your internal org.
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets, then click New.
2. Create a permission set that includes the appropriate permissions.
3. From Setup, enter Users in the Quick Find box, then select Users.
4. Find the user you want to be a moderator and add the permission set to their Permission Set Assignments related list.
After you grant moderator permissions to a user, keep these things in mind:
• The user can now moderate any items they have access to in all Experience Cloud sites they’re a member of.
• The user can flag items even if Allow members to flag content is disabled in a site.
• Moderators can receive an email notification when a post, comment, or file is flagged by selecting the Flag an item as
inappropriate email notification.
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Working Together
Access Experience Management

Experience Cloud site administrators and managers use Experience Management to monitor
EDITIONS
Experience Cloud site activity, and set up other important management features.
1. Access Experience Management in one of the following ways. Available in: Salesforce
• From the site:
orgs) and Lightning
– In Salesforce Tabs + Visualforce sites, click in the global header. Experience
– In Experience Builder-based sites, use the drop-down menu next to your name and Available in: Enterprise,
click Experience Management. Performance, Unlimited,
• From Setup, enter All Sites in the Quick Find box, then select All Sites and click the and Developer Editions
Workspaces link next to a site. To access this page, you need the Create and Set Up
Experiences” permission. USER PERMISSIONS
• From Experience Builder, in the header, use the drop-down menu next to the name of your
template and click Experience Management.
If your site has Experience Workspaces enabled, access that instead and navigate to the Management:
Moderation workspace. • Access Experience
Management OR
2. Choose the part of the site you want to manage:
Note: The options available in Experience Management and Experience Workspaces are Create and Set Up
Experiences
based on your site template selection, permissions, and preferences. For example, if your
site does not use topics, you don’t see the Topics section. Some of To display all sections, • AND is a member of the
site
go to Administration > Preferences and enable Show all settings in Experience
Management or Show all settings in Experience Workspaces. To access moderation rules
and criteria:
• Preview the site or access your site’s settings in the Experience Builder, Lightning Platform,
or Site.com Studio from Experience Management or Experience Workspaces. • Manage Experiences OR
Create and Set Up
• In Engagement, you can view Insights reports and take action on activity in your site. Experiences
• In Dashboards, you can view site dashboards and reports.
• In Moderation, you can set up moderation rules and monitor flagged feed items. settings or use Experience
• In Topics, you can manage navigational and featured topics. Builder:
• In Recommendations, you can set up custom recommendations to appear in your site. • Create and Set Up
Experiences
• In Reputation, you can set up reputation levels and points.
• In Administration, you can customize your site properties, such as name, description, URL,
status, and template. You can also update your site settings, such as members, tabs, branding,
login and registration, and emails.
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Set Up and Manage Experience Cloud Sites Measure Success with Dashboards
Measure Success with Dashboards

Use Dashboards to view your Experience Cloud site’s analytics, such as metrics and trends on activity.
EDITIONS
Dashboards give you mid-term to long-term views on adoption and engagement, providing you
with a high-level view into the health of your site. Dashboards also help you monitor return on Available in: Salesforce
investment (ROI) and key performance indicators (KPI). Classic (not available in all
orgs) and Lightning
Enable and Map Dashboards Available in: Enterprise,

Community managers can use dashboards in each Experience Cloud site to measure its success. Performance, Unlimited,
You can even map a dashboard to the Experience Workspaces Home page. You can map custom and Developer Editions
dashboards or use the ones provided in our AppExchange package.
Create a Dashboard for Your Experience Cloud Site
While you can show any dashboard in your Experience Cloud site, we recommend creating them based on the custom report types
available for sites.
View Experience Cloud Site Dashboards
Use dashboards to monitor the health of your Experience Cloud site.
Customize Experience Cloud Site Dashboards
Customize your dashboards to manage and prioritize the metrics that you want to view for your Experience Cloud site.
What’s the difference between Engagement Insights and dashboards?
Engagement Insights let you take immediate action on recent activity in your Experience Cloud site, and the reports in dashboards
let you see trends.
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Enable and Map Dashboards

Community managers can use dashboards in each Experience Cloud site to measure its success.
EDITIONS
You can even map a dashboard to the Experience Workspaces Home page. You can map custom
dashboards or use the ones provided in our AppExchange package. Available in: Salesforce
You can choose to map any dashboard you have access to, but ensure that your community Classic (not available in all
managers have access as well. orgs) and Lightning
Experience
All dashboards display as Lightning dashboards, regardless of what types of dashboard you’re using
or what interface your org is using. For example, a Salesforce Classic dashboard gets displayed as Available in: Enterprise,
a Lightning dashboard. Not all browsers support this Lightning view, so make sure you’re using a Performance, Unlimited,
supported browser. and Developer Editions
Tip: Keep in mind that you can get preconfigured dashboards in the Salesforce Communities
Management package available for download on the AppExchange. USER PERMISSIONS
If the Salesforce Communities Management package is installed in your org, each of the pages has To map dashboards in
a default mapping to a dashboard from the package. You can overwrite these values as needed. Experience Workspaces:
To map or update your dashboards: • Create and Set Up
Experiences OR Manage
1. Open Experience Workspaces. Experiences
2. Click Dashboards > Settings. AND
3. For each of the pages, select the dashboard you want to show to community managers. To Manage Dashboards in
change the name of the dashboard page, click inside the dashboard label. Public Folders
The dashboard you map to Home displays on your Experience Workspaces Home page. AND
Is a member of the
4. Click Save. Experience Cloud site
Dashboards are visible to community managers when they expand the Dashboards section or
visit the Home page in Experience Workspaces.
Verify the dashboard mappings by clicking Dashboards and then clicking each page name. If you mapped a dashboard to the Home
page, check that out too.
SEE ALSO:
650

While you can show any dashboard in your Experience Cloud site, we recommend creating them
EDITIONS
based on the custom report types available for sites.
Tip: Keep in mind that you can get preconfigured dashboards in the Salesforce Communities Available in: Salesforce
Management package available for download on the AppExchange. Classic (not available in all
orgs) and Lightning
All dashboards show as Lightning dashboards, regardless of the type of dashboard that you use or Experience
the interface that your org uses. For example, a Salesforce Classic dashboard is displayed as a
Lightning dashboard. Not all browsers support this Lightning view, so make sure to use a supported Available in: Enterprise,
browser. Performance, Unlimited,
Open Experience Workspaces.
1. Create custom report types based on the Networks object.
USER PERMISSIONS
Only reports that are based on the Networks object show Experience Cloud site-specific
information in Experience Workspaces. To create custom report
types:
Note: You can create reports based on other objects and expose them in Experience • Manage Custom Report
Workspaces. Keep in mind that they show data from across your org, not just for the site Types
in which you’re viewing them. To create, edit, and delete
• Select Networks as the primary object. reports:
• Create and Customize
• Select a child object: Reports
– Chatter Messages To create and share
– Feed Revisions dashboards:
– Groups • Manage Dashboards in
Public Folders
– Network Audits
– Network Activity Daily Metrics
– Network Feed Revisions
– Network Members
– Network Membership Daily Metrics
– Network Moderations
– Network Public Usage Daily Metrics
– Network Unique Contributor Daily Metrics
– Recommendation Metric
– Topic Assignments
– Topics
– Unpublished Feed Entities
2. Use the custom report type to create a report.

Be sure not to filter the report by Network ID. Filtering by Network ID ensures that the report dynamically displays data for the
Experience Cloud site that you view it from. When you add a Network ID filter, it causes the report to show data only for the site with
that Network ID. The report shows this limited data, regardless of which site you view it in.
3. Create a dashboard with components. Select the report as your source type.
• Add a component for each report you want to include in your dashboard.
651
• Find your report on the Data Sources tab and add it to the component.
For a Salesforce Classic dashboard to optimally render in the Lightning view used in Experience Workspaces, make sure that your
dashboard meets these requirements.
• Includes only up to 20 reports arranged within three columns
• Doesn’t include unsupported charts, such as funnel, scatter, table, multi-metric, pie, and gauge
For a list of dashboard features not supported in the Lightning view, see Reports and Dashboards: Lightning Experience Limitations.
Note: Metrics are supported in the Lightning view, but they display as large tiles. We recommended that you don’t include
metrics in your dashboards.
4. Share the folder that you save your dashboard in with your community managers.
5. From Experience Workspaces, click Dashboards > Settings to map your dashboard.
When a community manager accesses Experience Workspaces, the dashboard appears under Dashboards. If you mapped a dashboard
to the Home page, the dashboard appears there.
Dashboards in Experience Workspaces are automatically refreshed every 24 hours. To see the latest data, click Refresh. If you access the
dashboard after it has been recently refreshed, the dashboard displays the globally cached data from the last refresh. If the dashboard
hasn’t been refreshed in 24 hours, it’s refreshed automatically when you access it. All role-based external users in your Experience Cloud
site can refresh dashboards set up with “Run as specified user” and “Run as logged-in user” up to 1,000 times daily per org. Scheduled
and automatic refreshes don’t count against the limit. There is no refresh limit for internal users.
Note: Experience Cloud sites don’t fully support dashboard subscriptions. If you subscribe to dashboards, you receive email
notifications with updated dashboard information, but you can’t click through to the dashboard from the email notification.
Remember that you can customize your dashboards at any time. To edit your dashboard, go to the Dashboards > Settings page in
Experience Workspaces. Click into the Label field to edit the page name and select the down arrow to the right of the Dashboard field
to map to a different dashboard. Click Edit dashboard to open the dashboard in your internal Salesforce org. If you’re using a dashboard
that was created in Lightning Experience, the edit link doesn’t work.
SEE ALSO:
Create a Report
Track Experience Cloud Site Activity with Custom Reports
Share a Report or Dashboard Folder in Salesforce Classic
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Use dashboards to monitor the health of your Experience Cloud site.
EDITIONS
All dashboards show as Lightning dashboards, regardless of the type of dashboard that you use or
the interface that your org uses. For example, a Salesforce Classic dashboard is displayed as a Available in: Salesforce
Lightning dashboard. Not all browsers support this Lightning view, so make sure to use a supported Classic (not available in all
browser. orgs) and Lightning
Experience
Experience Workspaces are available only on desktop, not on mobile devices. Available in: Enterprise,
2. Click Dashboards. and Developer Editions
Note: If the Dashboards section isn’t displayed, your administrator hasn’t mapped them
for your Experience Cloud site. USER PERMISSIONS
Pages that have dashboards mapped to them appear in the Dashboards section or on the Home To view dashboards:
page. • Manage Experiences
3. Click the dashboard page that you want to view. OR
The dashboard appears. For an immediate refresh of dashboard data, click Refresh
Create and Set Up
Note: The refresh button isn’t available in Experience Builder sites on mobile devices. Experiences
AND
If you access the dashboard after it was recently refreshed, the dashboard shows the globally
Is a member of the
cached data from the last refresh. If the dashboard hasn’t been refreshed in 24 hours, it’s refreshed Experience Cloud site
automatically when you access it. All role-based external users in your site can refresh dashboards
set up with Run as specified user and Run as logged-in user up to 1,000 times daily per org.
Scheduled and automatic refreshes don’t count against the limit. There’s no refresh limit for
internal users.
Note: Experience Cloud sites don’t fully support dashboard subscriptions. If you subscribe to dashboards, you receive email
notifications with updated dashboard information, but you can’t click through to the dashboard from the email notification.
4. To view a related report, click View Report on the dashboard.

Remember that the dashboards are configured to show site-specific data.
SEE ALSO:
653

Customize your dashboards to manage and prioritize the metrics that you want to view for your
EDITIONS
All dashboards show as Lightning dashboards, regardless of the type of dashboard that you use or Available in: Salesforce
the interface that your org uses. For example, a Salesforce Classic dashboard is displayed as a Classic (not available in all
Lightning dashboard. Not all browsers support this Lightning view, so make sure to use a supported orgs) and Lightning
browser. Experience
1. Click Dashboards > Settings in Experience Workspaces. Available in: Enterprise,

2. To edit the dashboard name, click the Label field and enter your changes.
3. To map to a different dashboard, click the down arrow right of the Dashboard field, and then
click the desired dashboard.
USER PERMISSIONS
4. To edit the dashboard in your internal Salesforce org, click Edit Dashboard.
To view dashboards:
Note: If you’re using a dashboard that was created in Lightning Experience, the edit link
• Manage Experiences
doesn’t work.
OR
Create and Set Up
SEE ALSO: Experiences
What’s the difference between Engagement Insights and dashboards? AND
Is a member of the
What’s the difference between Engagement Insights and
dashboards?
Engagement Insights let you take immediate action on recent activity in your Experience Cloud site, and the reports in dashboards let
you see trends.
Use Engagement to view, monitor, and act on your Experience Use Dashboards to view your Experience Cloud site’s metrics, such
Cloud site’s activity. Engagement Insights give you a detailed look as trends on activity. Dashboards give you mid-term to long-term
at a specific area of your site. views on adoption and engagement in your site. They help you
monitor return on investment (ROI) and key performance indicators
(KPI).
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Set Up and Manage Experience Cloud Sites Experience Cloud and Marketing Cloud Integration with
Journey Builder
For example, you can visit the Engagement > Adoption page to For example, you can visit the Dashboards > Activity page to
view a report about new members that have received the most track total posts and comments including overall contribution
likes on their posts and comments. This Engagement Insights report trends in your Experience Cloud site.
helps you identify and engage with your active new members that
are receiving positive feedback from other members.
SEE ALSO:
View and Customize Engagement Insights for Your Experince Cloud Site
Experience Cloud and Marketing Cloud Integration with Journey Builder

With the Marketing Cloud Journey Builder, create personalized journeys for your site based on triggering events or geared for specific
audiences. Greet new users with rich content emails, send reminders to users who need profile pics, or schedule follow-up emails for
users who log a case. To use this feature, you must have both Experience Cloud and Marketing Cloud licenses.
Available in: Enterprise, Professional, Unlimited, and Developer editions.
Note: This feature passes member information, including email addresses, from the Experience Cloud to the Marketing Cloud.
Trigger a personalized journey with events, or choose a specific audience.

Examples of events include:
• User joins a site
• Case creation
• User buys a product (depending on configuration)
• New Chatter group membership
• New Chatter post creation
• Chatter question and answer activity
• Create or update any custom object and most standard objects
Examples of audiences include:
• All users of the site
• Users who own a certain product (depending on configuration)
• Users with the highest number of reputation points
• Users who belong to the same Chatter group
• Users who haven’t contributed in the last number of days
The two clouds integrate through Marketing Cloud Connect (available on AppExchange). When it’s set up, you’re ready to go. The process
and email creation is all handled in Journey Builder. The See Also links guide you to those steps.
A few things to do and consider before you get started:
• Make sure that you have both Marketing Cloud and at least one site set up.
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Set Up and Manage Experience Cloud Sites Experience Cloud Journey Data Model
• Install the Marketing Cloud Connect package.

• Decide whether to use contact or user data.
Note: Adding users to a community is slower when triggering journeys. If you’re adding lots of new users, like more than 1,000,
at once, we suggest letting Journey Builder run overnight.
IN THIS SECTION:
Experience Cloud Journey Data Model
When you create an Experience Cloud journey, you choose whether to add user or contact data. To avoid unintentionally sending
emails to people who have opted out, you must stay consistent. There are also some event trigger and tracking limitations.
Email Preferences
The Unsubscribe link at the bottom of a Marketing Cloud email opts the person out of all further emails from that instance of Marketing
Cloud. If you want users to be able to unsubscribe from site emails without unsubscribing from other brand or company emails,
some setup is required.
Triggering Journeys Based on Events
You can trigger journeys based on an event that happens in the site, like when members join.
Triggering Journeys Based on Audiences
You can select a set of users—an audience—and put them into a journey. Your audience can be specific and include, say, a user
who purchased a certain product and posted within the last 30 days.
Determine If an Object Can Trigger Journeys
Before you create an event-based journey, check that the object you want to use works. This test helps you identify available objects.
Sync an Object to the Marketing Cloud
To create an audience-based Journey, sync object data to the Marketing Cloud.
Experience Cloud Objects for Creating Member Journeys
Most, but not all, Experience Cloud objects can be used for creating journeys. This list includes the available objects along with a
description, their eligibility status, API object, and use cases (as appropriate).
SEE ALSO:
Connect the Clouds
Journey Builder
Get Started With Journey Builder
Experience Cloud Journey Data Model

When you create an Experience Cloud journey, you choose whether to add user or contact data. To avoid unintentionally sending emails
to people who have opted out, you must stay consistent. There are also some event trigger and tracking limitations.
Every external site member has both an associated user object and a contact object. Internal site users, including employee site users,
typically have only the user object. The email preferences for the user and contact records aren’t linked. A person who opts out of a
contact record journey still gets email from user record journeys. A best practice is to choose one data type and stick to it.
A couple of other points to consider when picking the data model:
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Set Up and Manage Experience Cloud Sites Email Preferences
• Some events can trigger only user-based journeys. When you create a journey for a given event, the application shows you whether
you can add user, contact, or either record to the journey. For many common community objects, only the user record is available.
If you plan to standardize on contacts, use audience-based journeys instead as they can use either the user or contact records.
• Emails sent by journeys that are based on contact records are logged on the contact objects in Salesforce. Logging isn’t always the
case for journeys based on user records. If tracking is important, go with contacts.
SEE ALSO:
Email Preferences
The Unsubscribe link at the bottom of a Marketing Cloud email opts the person out of all further emails from that instance of Marketing
Cloud. If you want users to be able to unsubscribe from site emails without unsubscribing from other brand or company emails, some
setup is required.
Note: Email preferences aren’t automatically synced between Experience Cloud and Marketing Cloud without customization.
Consider discussing implementing a custom subscription center with your integrator or Salesforce services.
The controls for system-generated emails from a site, like comment notifications, are managed within the site by users, not within
Marketing Cloud.
SEE ALSO:
The Profile Center and Subscription Center in Distributed Sending

You can trigger journeys based on an event that happens in the site, like when members join.
For an event to trigger a journey, the object that the event happens to must be workflow-enabled. Most standard objects in Salesforce
(such accounts, leads, case, and opportunity), all custom objects, and many community-specific objects are workflow enabled. Some
site-specific objects, however, aren’t.
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Set Up and Manage Experience Cloud Sites Triggering Journeys Based on Audiences
Note: As a best practice, create sample journeys to make sure that the objects you want to use can trigger a journey and the data
is accessible.
SEE ALSO:
The Salesforce Data Event
Salesforce Experience Cloud

You can select a set of users—an audience—and put them into a journey. Your audience can be specific and include, say, a user who
purchased a certain product and posted within the last 30 days.
To define the audience, you select the users using either SQL in Automation Studio or Audience Builder. Make sure that Marketing Cloud
can access the data tables. In core Salesforce, the tables must be replicated and synced to Marketing Cloud as a Synchronized Data
Source within Contact Builder. This process assisted by the Marketing Cloud Connect package, but it’s not automatic. You must choose
which tables you want to sync and the object must be replicable.
Note: After object data is synced into Marketing Cloud, you can use the data to make decisions at junction points in a journey.
Such junctions are known as decision splits.
SEE ALSO:
Automation Studio
Audience Builder
Configure a Decision Split
Interact with Synchronized Data Sources

Before you create an event-based journey, check that the object you want to use works. This test helps you identify available objects.
1. In Marketing Cloud, create a journey.

2. Drag the Salesforce Data Event tile onto the canvas.
3. To configure the event, click the icon.
4. Select Salesforce Data.
5. In Select an Object, look for the object you’re interested in. If you don’t see an object, it can’t be used to trigger a journey.
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Set Up and Manage Experience Cloud Sites Sync an Object to the Marketing Cloud

To create an audience-based Journey, sync object data to the Marketing Cloud.
1. In Marketing Cloud, go to Audience Builder > Contact Builder.

2. Click Data Sources.
3. Click the Synchronized tab.
4. Select the data source.
5. Click Set Up Object.
6. Look in the Synchronize Entity dialog box with the list of objects that can sync. If you don’t see the object, it can’t be synced.
7. Click Synchronize for the entity that contains the data you want to bring into Contact Builder.
8. Select the checkboxes next to the fields you want to synchronize and click Next.
9. Using the Record Collection buttons, choose whether to bring in all records or begin at a certain date.
10. From the Poll Schedule dropdown, choose how often you wish to synchronize data.
11. Click Save & Synchronize.

Most, but not all, Experience Cloud objects can be used for creating journeys. This list includes the available objects along with a
description, their eligibility status, API object, and use cases (as appropriate).
A quick note about object status:

• If you want to create an event-based journey, the object must be workflow-enabled.
• To create an audience-based journey, the object must be replicable.
Object Description Status API Example Use Case
Sites and Membership
Network A site and its settings • Not Network

Workflow-enabled
• Not Replicable
NetworkMember Individual user • Workflow-enabled NetworkMember Triggers when a new

memberships member joins the
• Replicable
community
NetworkMemberGroup List of profiles and • Not NetworkMemberGroup

permission sets added to Workflow-enabled
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Set Up and Manage Experience Cloud Sites Experience Cloud Objects for Creating Member Journeys
a site (not related to • Not Replicable

Chatter groups)
Chatter Groups
CollaborationGroup A Chatter group • Workflow-enabled CollaborationGroup
• Not Replicable
CollaborationGroupMember Member of a Chatter • Workflow-enabled CollaborationGroupMember Triggers when a user

group joins a Chatter Group in
• Replicable
the Community
CollaborationGroupFeed A single item on a Chatter • Not CollaborationGroupFeed

group feed Workflow-enabled
• Replicable
Feeds
FeedItem Entry in the feed • Workflow-enabled FeedItem Triggers when user asks
a question or makes
• Replicable
another type of feed post
FeedComment Comment added to a • Not FeedComment

feed by a user Workflow-enabled
• Replicable
Topics
Topic A topic • Workflow-enabled Topic
• Replicable
TopicAssignment Relationship between a • Workflow-enabled TopicAssignment Triggers when a user

topic and an entity posts a question on a
• Replicable
specific topic, or adds a
topic to any FeedItem
EntitySubscription Subscription for following • Not EntitySubscription Triggers when a user

a record or another user Workflow-enabled follows a topic, user, or
record
• Replicable
Cases
Case Service case • Workflow-enabled Case Triggers when a user

opens or updates a case
• Replicable
660
Set Up and Manage Experience Cloud Sites Insights for Engagement
Insights for Engagement

Insights are reports that help community managers monitor activity and take action on that activity.
EDITIONS
Insights make it easier to manage day-to-day moderation tasks, encourage engagement, and drive
member adoption. You can set up Insights to monitor new members, unanswered questions, newly Available in: Salesforce
created groups, trending topics, and even recent Chatter contributions. Classic (not available in all
orgs) and Lightning
Example: With an Insights report set up to track new members, community managers can
Experience
quickly navigate to a new member’s profile to send them a welcome message.
They can also access other reports about members directly from the Insights page using the
drop-down menu.
Tip: Let us do the setup work for you! Get out-of-the-box Engagement Insights in the Salesforce Communities Management
package available for download from the AppExchange. To use the preconfigured Engagement Insights, your Experience Cloud
site must use Chatter.
Insight reports provided in the package are 100% customizable. You can change the default page names, report folder mappings,
and even the report columns and filters at any time. So don’t be afraid to customize or change what you get in the package. You
won’t hurt our feelings.
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Set Up and Manage Experience Cloud Sites Enable and Map Engagement Insights
IN THIS SECTION:
Enable and Map Engagement Insights
Community managers can use Engagement Insights reports to monitor recent activity and take action on that activity. To get up
and running quickly, use preconfigured Engagement Insights from an AppExchange package. You can also create and map your
own. Each Experience Cloud site can have their own Engagement Insights.
Create Your Own Insights for Your Experience Cloud Site
Create your own Insights to display in Experience Workspaces. We recommend that you create your reports based on custom report
types available for Experience Cloud sites.
Create Custom Actions for Insights
Do more with Insights reports with custom actions. Say a spammer attacks your Experience Cloud site. You can create and use a
custom action to remove all the spammer’s posts and comments with just one click. Custom Insights actions work with standard
objects and custom objects.
Use Engagement Insights to monitor recent activity and immediately take action. Engagement Insights help you manage day-to-day
moderation tasks and keep up on adoption and engagement in your Experience Cloud site.

Community managers can use Engagement Insights reports to monitor recent activity and take
EDITIONS
action on that activity. To get up and running quickly, use preconfigured Engagement Insights from
an AppExchange package. You can also create and map your own. Each Experience Cloud site can Available in: Salesforce
have their own Engagement Insights. Classic (not available in all
Engagement Insights pages map to report folders in your internal org. All the reports included in orgs) and Lightning
that folder are displayed in the dropdown menu on the Engagement Insights page. Adding or Experience
removing an Engagement Insights report from the report folder in your internal org updates the Available in: Enterprise,
Engagement Insights page in Experience Workspaces. On the Engagement Insights page, links are Performance, Unlimited,
automatically created for report fields such as Created By or Group Name. For posts, and Developer Editions
comments, and messages, you can even see the contents directly on the page.
Tip: Get out-of-the-box Engagement Insights in the Salesforce Communities Management USER PERMISSIONS
package available for download from the AppExchange. To use the preconfigured Engagement
Insights, your Experience Cloud site must use Chatter. To map Engagement
Insights in Experience
When you install the package, report folders are automatically installed in your internal org. Workspaces:
If you have no previous Engagement Insights mapped, the package automatically maps them • Manage Experiences OR
for you. You can change the default mappings at any time. Create and Set Up
Experiences
To map or update Engagement Insights:
AND
1. Open Experience Workspaces. Manage Reports in
2. Click Dashboards > Engagement > Settings. Public Folders
3. Provide a name for each Engagement Insights page and then select the report folder you want AND
to map to the page. Is a member of the
You can map up to 10 Engagement Insights pages.
Make sure that you have shared the mapped report folder with your community managers or
they can’t view the Engagement Insights reports.
4. Click Save.
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Set Up and Manage Experience Cloud Sites Create Your Own Insights for Your Experience Cloud Site
Engagement Insights pages are visible to community managers when they expand the Engagement section in Experience Workspaces.
Go check out your changes. Click Engagement and then click each Engagement Insights page name. Use the dropdown menu to verify
the reports mapped to each page.
SEE ALSO:
Create Your Own Insights for Your Experience Cloud Site

Create your own Insights to display in Experience Workspaces. We recommend that you create
EDITIONS
your reports based on custom report types available for Experience Cloud sites.
Tip: Get out-of-the-box Engagement Insights in the Salesforce Communities Management Available in: Salesforce
package available for download from the AppExchange. To use the preconfigured Engagement Classic (not available in all
orgs) and Lightning
Insights, your Experience Cloud site must use Chatter.
Experience
1. Create custom report types based on the Networks object.
Only reports that are based on the Networks object show Experience Cloud site-specific Performance, Unlimited,
information in Experience Workspaces. and Developer Editions
Note: You can create reports based on other objects and expose them in Experience
Workspaces. Keep in mind that they show data from across your org, not just for the site USER PERMISSIONS
in which you’re viewing them.
To create custom report
• Select Networks as the primary object.
types:
• Select a child object: • Manage Custom Report
– Chatter Messages Types
– Feed Revisions To create, edit, and delete

reports:
– Groups • Create and Customize
– Network Audits Reports
– Network Activity Daily Metrics To create and share report
– Network Feed Revisions folders:
• Manage Reports in
– Network Members Public Folders
– Network Membership Daily Metrics
– Network Moderations
– Network Public Usage Daily Metrics
– Network Unique Contributor Daily Metrics
– Recommendation Metric
– Topic Assignments
– Topics
– Unpublished Feed Entities
2. Use the custom report type to create an Insights report.

Insights reports are just like any other report, except they must also meet the following requirements:
• The report must be a tabular report.
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Set Up and Manage Experience Cloud Sites Create Your Own Insights for Your Experience Cloud Site
• The report can’t include pagination.

• We recommend that your report returns 2,000 rows or fewer because only the first 2,000 rows are displayed in Experience
Workspaces.
• To view “Approve” and “Delete” comment actions, you must add the FeedCommentID column to your Insights report.
3. Save the report to a new report folder that you can map to in Experience Workspaces.
We recommend that you create a separate report folder for each of your Insights pages. For example, create one report folder called
Insights Members and another called Insights Moderation.
Engagement Insights pages map to report folders in your internal org. All the reports included in that folder are displayed in the
dropdown menu on the Engagement Insights page. Adding or removing an Engagement Insights report from the report folder in
your internal org updates the Engagement Insights page in Experience Workspaces.
4. Share your Insights report folder with your community managers.

5. In Experience Workspaces, click Dashboards > Engagement > Settings to map Insights pages to your report folder.
When a community manager accesses Experience Workspaces, the Insights reports appear in the dropdown menu on the mapped
Engagement page.
Note: Some Insights are not available in Developer Edition or sandbox orgs.
SEE ALSO:
Create a Report
664
Set Up and Manage Experience Cloud Sites Create Custom Actions for Insights

Do more with Insights reports with custom actions. Say a spammer attacks your Experience Cloud
EDITIONS
site. You can create and use a custom action to remove all the spammer’s posts and comments
with just one click. Custom Insights actions work with standard objects and custom objects. Available in: Salesforce
When you click an Insights action in the report, behind the scenes a Visualforce page drives the Classic (not available in all
action. The Visualforce page links to standard or custom objects using standard controllers or orgs) and Lightning
standard list controllers. Experience
Here are the high-level steps of how to create a custom Insights action. Available in: Enterprise,
1. Create a Visualforce page.
There are a few options you can use:
• Use a standard controller
USER PERMISSIONS
Choose this option to create a Visualforce page that contains the same functionality and
logic used in standard Salesforce pages. For example, if you use the standard Accounts To create, edit, and set
controller, clicking a Save button in a Visualforce page results in the same behavior as version settings for
Visualforce pages:
clicking Save on a standard Account edit page.
• Use a standard list controller To edit custom Visualforce
Choose this option to create a Visualforce page that can display or act on a set of records. controllers:
Examples of existing Salesforce pages that work with a set of records include: list pages, • Author Apex
related lists, and mass action pages.
• Use a controller extension that uses Apex

Choose this option if you want to expose new functionality, customize the navigation through an application, use callouts or
web services, or if you need finer control for how information is accessed for your page.
All options work with standard objects and custom objects.

For detailed information about these options, see the Visualforce Developer Guide.
2. Add your custom action to the Insights report.

Actions are displayed based on the data returned in the report. Make sure that you have a report that is currently returning the data
your action needs.
a. Open Experience Workspaces.
b. Navigate to the Insights report that you want to apply your new custom action to.
c. On the report, click and then add your custom action from the picklist.
3. Ensure that your users have the correct permissions to complete your custom action.
Depending on how you set up your custom action, after the action is executed, the user either stays on the Insights page or is redirected
to a page in your internal org. Unlike our standard Insights actions, users don’t receive the standard success or failure message for custom
actions.
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Example: Here’s an example of a custom action to delete all activity from an Experience Cloud site member. This custom action
is great for cleaning up thesite after a spam attack.
Create a custom controller extension using an Apex class and use it in your Visualforce page. The following
DeleteAllActivityControllerExtension class is an example of a custom controller extension.
public with sharing class DeleteAllActivityControllerExtension {
private List<Id> ids;

private String retURL;
private Database.DeleteResult[] deleteResult = null;
private Map<String, String> resultMap;
private String success = 'success';
private String failure = 'failure';
public DeleteAllActivityControllerExtension(ApexPages.StandardController controller)

{
resultMap = new Map<String, String>();
/* The IDs you select on the Insights page are stored in a comma separated
string of IDs.
This string is passed in a parameter called "idsList" */
String idsList = ApexPages.currentPage().getParameters().get('idsList');
//The return URL to the Insights page is passed in a parameter called "retURL"
retURL = ApexPages.currentPage().getParameters().get('retURL');
ids = idsList.split(',');
}
public PageReference deleteAllActivity() {

deleteFeedPosts();
deleteFeedComments();
//Include these two lines of code to be redirected to the Insights page after
you click the action.
PageReference retPage = new PageReference(retURL);
retPage.setRedirect(true);
Integer failureCount = calculateFailureCount();
Integer successCount = ids.size() - failureCount;
retPage.getParameters().put(success, String.valueOf(successCount));
retPage.getParameters().put(failure, String.valueOf(failureCount));
return retPage;
}
private void deleteFeedPosts() {

List<FeedItem> feedItems = [Select Id, CreatedById FROM FeedItem WHERE
CreatedById IN :ids];
deleteResult = Database.delete(feedItems, false);
//Update the resultMap with failures to calculate the failureCount
if(deleteResult != null) {
for(Integer i=0;i < deleteResult.size();i++) {
if (!deleteResult.get(i).isSuccess()) {
for(Database.Error error : deleteResult.get(i).getErrors()) {
resultMap.put(string.valueOf(feedItems.get(i).CreatedById),
failure);
}
}
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}
}
}
private void deleteFeedComments() {

List<FeedComment> feedComments = [Select Id, CreatedById FROM FeedComment WHERE
CreatedById IN :ids];
deleteResult = Database.delete(feedComments, false);
//Update the resultMap with failures to calculate the failureCount
if(deleteResult != null) {
for(Integer i=0;i < deleteResult.size();i++) {
if (!deleteResult.get(i).isSuccess()) {
for(Database.Error error : deleteResult.get(i).getErrors()) {
resultMap.put(string.valueOf(feedComments.get(i).CreatedById),
failure);
}
}
}
}
}
private Integer calculateFailureCount() {

Integer failureCount = 0;
for (String result : resultMap.values()) {
if (failure == result) {
failureCount++;
}
}
return failureCount;
}
This code creates a Delete All Activity button in your Insights report. This button deletes all posts and comments for any selected
members. If you wanted to delete all private messages and files too, you could expand the code.
Note:
• This code example doesn’t include any permission checks. This custom action only works for admins.
• The IDs for the items you selected on the Insights report are passed to the Visualforce page using the idsList
parameter.
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Set Up and Manage Experience Cloud Sites View and Customize Engagement Insights for Your Experince
Cloud Site
The following Visualforce markup shows how the custom controller extension can be used in a page.
<apex:page standardController="User"
extensions="DeleteAllActivityControllerExtension" action="{!deleteAllActivity}"
/>
SEE ALSO:
Salesforce Help: Visualforce Pages as Global Custom Actions
Visualforce Developer Guide: Standard Controllers
Visualforce Developer Guide: Standard List Controllers
Visualforce Developer Guide: Building a Controller Extension
Use Engagement Insights to monitor recent activity and immediately take action. Engagement
EDITIONS
Insights help you manage day-to-day moderation tasks and keep up on adoption and engagement
in your Experience Cloud site. Available in: Salesforce
Each Engagement Insights page includes multiple reports. You can access these reports using the Classic (not available in all
dropdown menu on the page. On the Engagement Insights page, links are automatically created orgs) and Lightning
for report fields such as Created By or Group Name. For posts, comments, and messages, Experience
you can even see the contents directly on the page. Available in: Enterprise,
Engagement Insights are powerful tools that you can use to perform mass-actions. For example, if Performance, Unlimited,
a spammer attacks your site, you can select all the offending posts and click Delete Post. and Developer Editions
Important: Some Engagement Insights actions require special permissions. If you can’t
perform an action, let your admin know. USER PERMISSIONS
1. Open Experience Workspaces. To view Engagement
2. Click Dashboards or Moderation. Insights in Experience
Workspaces:
Note: Your admin maps Engagement Insights pages. If the Dashboards or Moderation • Access Experience
section doesn’t include any Engagement Insights pages, your admin hasn’t mapped them Management OR
yet. Manage Experiences OR
Create and Set Up
Pages with mapped report folders appear when you expand the sections. Experiences
3. Click the Engagement Insights page you want to view. AND
• To access other Engagement Insights reports, use the dropdown menu. Is a member of the
• Take action! Only the first two actions are displayed on the page. To see more actions, click
next to the displayed actions. You can select up to 100 rows at a time. To customize Engagement
Insights reports:
• To filter the report by relative and custom date ranges, use the dropdown date filter. Select
• Create and Customize
one of the following relative date ranges: All Time, This Week, This Month, Last Month, Reports
Today, Yesterday, Last 7 Days, and Last 30 Days. You can also enter your own custom date
range.
• To sort the report by a specific column, click the column heading. An arrow on the column indicates whether the report is sorted
by ascending or descending order.
• To edit or customize the report, click to open the report in your internal org. From there you can customize the report to fit
your needs, such as adding or removing columns and updating the report filters.
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Set Up and Manage Experience Cloud Sites Experience Cloud Site Moderation Strategies and Tools
Experience Cloud site that you view it from. When you add a Network ID filter, it causes the report to show data only for the site
with that Network ID. The report shows this limited data, regardless of which site you view it in.
• To edit the actions assigned to a page, click to open the Edit Engagement Insights Actions page.
Actions that appear on the Engagement Insights report are displayed based on the data returned in the report. For example, if
the report returns data about a user, the Freeze Member and Unfreeze Member actions are displayed. If the report stops
returning data, actions aren’t removed. However, when you go to update the actions, we let you know that some are no longer
appropriate.
Each Engagement Insights report can have its own actions. You can edit these actions at any time, but keep in mind that an
Engagement Insights report must have at least one action. Actions displayed in the picklist on the Edit Engagement Insights
Actions page are all the available and appropriate actions for your report, including custom actions.
Engagement Insights reports are automatically refreshed when you access them. You can also force an update.
SEE ALSO:

Moderation allows you to empower members of your Experience Cloud site to monitor content
EDITIONS
and ensure that it’s appropriate and relevant. Set up rules to automate moderation and do the
heavy lifting for you. Available in: Salesforce
Moderation is crucial for an Experience Cloud site to thrive. You need active moderators who are Classic (not available in all
willing to spend time ensuring that the members and content in your site are appropriate and orgs) and Lightning
helpful. It’s also critical to empower members to speak up when they view something as Experience
inappropriate or offensive. Available in: Enterprise,
With moderation, you can: Performance, Unlimited,
• Designate specific users as moderators so that they can closely monitor the site
• Allow members to flag posts, comments, files, and messages that are inappropriate or spam
• Allow moderators to review and act on flagged items, such as deleting a post, comment, or file
• Allow group owners and managers to moderate within their groups
• Create rules and criteria to automatically block, flag, replace keywords in member-generated content, such as posts or comments
• Create rules to review and approve content from specific members
• Track flagging and moderation activity within your site
To limit the size and types of files allowed in your site, in Experience Workspaces, go to Administration > Preferences.
To report on moderation activity in your sites, you can use the preconfigured reports from AppExchange. For more information about
the AppExchange package, see Report on Experience Cloud Sites with AppExchange Packages. You can also query flagged content or
activity using the API, or create a custom report type using Networks as the primary object.
If you want to create custom advanced moderation logic for your Experience Cloud site, you can create triggers that flag content. Custom
triggers run behind the scenes and don’t require you to allow your members to flag content.
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Set Up and Manage Experience Cloud Sites Experience Cloud Site Moderation Strategies and Tools
If your org is using Transaction Security, moderation offers some of the same functionality. Transaction Security and moderation can be
used at the same time.
IN THIS SECTION:
Track Experience Cloud Site Activity with the Moderation Overview Page
Moderation Insights are arranged in clickable tiles on the Moderation Overview page in Experience Workspaces. View the entire
picture of your site’s moderation activity at a glance and take action on day-to-day moderation tasks.
Turn on flagging for your Experience Cloud site to empower members to flag posts, comments, files, and messages that they deem
inappropriate.
Experience Cloud Site Moderation Criteria
Create criteria that define keywords or groups of members. Criteria are used in rules to moderate member-generated content, such
as posts and comments.
Experience Cloud Site Moderation Rules
Create and modify rules for your Experience Cloud site to moderate member-generated content. Each rule specifies the
member-generated content the rule applies to, the criteria to enforce the rule on, and the moderation action to take. Moderation
rules help protect your site from spammers, bots, and offensive or inappropriate content.
Review and Approve Posts and Comments in Your Experience Cloud Site
Moderation rules to review and approve content ensure that non-compliant and inappropriate content isn’t immediately visible to
everyone in your Experience Cloud site. Posts and comments pending review aren’t displayed in the feed; only the author and
moderators can see pending posts and comments in the feed. An author can see a pending comment on a pending post only if the
author posted both. After you set up the rules, moderators can approve content directly in the feed and in Experience Workspaces.
Moderate Flagged Posts and Comments in Your Experience Cloud Site
Moderators can review a list of posts and comments that members have flagged as inappropriate and act on them. Group owners
or group managers, can view flags and act on items in their groups.
Moderate Flagged Discussions in Your Experience Cloud Site
Moderators can delete and unflag posts and comments from discussions, and freeze or communicate with the author of those posts,
all from one place.
Moderate Flagged Files in Your Experience Cloud Site
Moderators can review and respond to a list of files that members have flagged as inappropriate or spam. Group owners or group
managers can view flags and respond to files in their groups.
Members can flag messages in Experience Cloud sites built using the Customer Service (Napili) template. Moderators can review
and act on a list of direct messages that members have flagged as inappropriate or spam.
Moderate Flagged Private Messages in Your Experience Cloud Site
Moderators can review and act on a list of Chatter messages that members flagged as inappropriate or as spam.
Set Up Apex Triggers for Flagging Items
Use triggers to create custom advanced moderation logic that automatically flags items in your Experience Cloud site.
Experience Pulse
Experience Pulse displays metrics at the top of Workspaces. Click a metric to open the corresponding report or dashboard for more
information or to take action. Customize the displayed metrics or create ones to meet your needs.
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Set Up and Manage Experience Cloud Sites Track Experience Cloud Site Activity with the Moderation
Overview Page
Experience Cloud Site Moderation Limits and Limitations

Moderation limits ensure that your Experience Cloud site performs optimally.
SEE ALSO:
Assign a Moderator
Track Experience Cloud Site Activity with the Moderation Overview Page
Moderation Insights are arranged in clickable tiles on the Moderation Overview page in Experience
EDITIONS
Workspaces. View the entire picture of your site’s moderation activity at a glance and take action
on day-to-day moderation tasks. Available in: Salesforce
Example: To view all flagged posts and comments, click Flagged Discussions and go Classic (not available in all
orgs) and Lightning
directly to the Flagged Discussions queue. You can approve or delete flagged posts and
Experience
comments in bulk, directly from the queue.
Tip: Let us do the setup work for you! Install the Salesforce Communities Management (for Communities with Chatter) package
from the AppExchange.
Insight reports provided in the package are 100% customizable. You can change the default Insights page names, report folder
mappings, and even the Insights report columns and filters at any time. So don’t be afraid to customize or change what you get
in the package. You won’t hurt our feelings.
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Set Up and Manage Experience Cloud Sites Enable Members to Flag Items in Your Experience Cloud Site

Turn on flagging for your Experience Cloud site to empower members to flag posts, comments,
EDITIONS
files, and messages that they deem inappropriate.
Moderation must be enabled for your org before you can allow members to flag content in the Available in: Salesforce
user interface. If you don’t see the option to allow flagged content, contact your administrator. Classic (not available in all
orgs) and Lightning
This setting isn’t required to flag or moderate items using the API.
Experience
Once an item is flagged, your moderator can review it and take action. Remember that moderators
can continue to flag items even if flagging is disabled for members. Available in: Enterprise,
1. Open Experience Workspaces. and Developer Editions
2. Click Administration > Preferences, then select Allow members to flag content.
With this setting enabled: To allow members to flag
• Members can flag posts, comments, and files using the Flag as inappropriate option. items:
• Members can flag messages from within the Experience Cloud site on their My Messages page
Experiences
in Chatter. If a member has turned on email notification for messages, they can also flag the
message directly from their email. Members can only flag messages that are sent from sites AND
they are members of. Is a member of the
Note: Messages can’t be flagged in partner or customer portals, your internal org, or
from the Salesforce mobile app.
• Group owners and managers can moderate groups they own or manage.
If you want to create custom advanced moderation logic for your Experience Cloud site, you can create triggers that flag content. Custom
triggers run behind the scenes and don’t require you to allow your members to flag content.
SEE ALSO:
Assign a Moderator
Experience Cloud Site Moderation Criteria

Create criteria that define keywords or groups of members. Criteria are used in rules to moderate
EDITIONS
member-generated content, such as posts and comments.
Plan Your Use Cases Available in: Salesforce
Before creating your member criteria, think about what you want to do. Classic (not available in all
orgs) and Lightning
• Do you want to protect your site from bots and spammers? Most spammers attack shortly
Experience
after they’ve joined. Set up member criteria based on a user’s creation date.
• Do you want to review members’ first posts? Set up member criteria that targets users Available in: Enterprise,
without contributions. Performance, Unlimited,
• Do you want to moderate your internal users’ activity? Set up member criteria to include
only your internal users.
• Do you want to be notified when a partner contributes for the first time? Set up member criteria to include only your partner
users that don’t have contributions.
Before creating content criteria, think about what you want to moderate.
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Set Up and Manage Experience Cloud Sites Experience Cloud Site Moderation Criteria
• Do you want to moderate profanities and slang? Set up separate keyword lists for each group of related words.
• Do you want to replace competitor product names with asterisks? Create a keyword list just for your competitor products.
• Do you want to monitor content for HIPAA compliance? Create a keyword list that alerts of possible HIPAA violations.
IN THIS SECTION:
Create Content Criteria to Moderate Your Experience Cloud Site
Create and modify content criteria that define offensive language or inappropriate content that you don’t want in your Experience
Cloud site. Content criteria are used in rules to moderate member-generated content, such as posts and comments.
Create Member Criteria to Moderate Your Experience Cloud Site
Create and modify member criteria to use in moderation rules. Target specific groups of members based on their user profile, user
type, user creation date, or whether they've posted or previously commented in the Experience Cloud site. Use member criteria in
your rules to help pin-point specific use cases, like reviewing posts only from your customer users who were created in the last seven
days.

Create and modify content criteria that define offensive language or inappropriate content that
EDITIONS
you don’t want in your Experience Cloud site. Content criteria are used in rules to moderate
member-generated content, such as posts and comments. Available in: Salesforce
You can also use the Metadata API or Tooling API to set up keyword lists. Classic (not available in all
orgs) and Lightning
Some things to keep in mind:
Experience
• Your org can have up to 30 keyword list criteria. This limit is per org, not per Experience Cloud
site. Available in: Enterprise,
• A keyword list can have up to 2,000 keywords. and Developer Editions
• Capitalization and trailing punctuation are ignored when matching your keywords to
user-generated content. For example, if your criteria includes BadWord, it’s matched when
USER PERMISSIONS
a user types BADWORD or badword.
Set up content criteria to use in your moderation rules. To view, create, edit, and
delete criteria:
2. Click Moderation > Content Criteria > New. Create and Set Up
Experiences
3. Enter a name, unique name, and description for your criteria.
AND
4. Click Save.
Is a member of the
5. Update the keywords in your criteria. Experience Cloud site
To add keywords, click Add.
• Keywords can only be up to 100 characters and can include letters, numbers, spaces, and
special characters.
• Wildcard characters aren’t supported.
• Separate keywords with commas or line breaks.
• When adding keywords, you can copy and paste up to 32,000 characters at a time.
Tip: To cover different variations of the same word, you can use special characters and spaces. For example:
bad-word
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Set Up and Manage Experience Cloud Sites Experience Cloud Site Moderation Criteria
b@dword
b a d w o r d
To delete keywords, select the keywords you want to remove, then click Delete.
A message indicates how many keywords were added or failed to add, and the number of duplicates that were ignored. If your
entire entry failed to save, review the keyword requirements and then submit again. Don’t worry about adding duplicates because
they’re ignored.
To delete criteria, click Del from the Content Criteria page. If criteria is being used by a rule, you can’t delete it.

Create and modify member criteria to use in moderation rules. Target specific groups of members
EDITIONS
based on their user profile, user type, user creation date, or whether they've posted or previously
commented in the Experience Cloud site. Use member criteria in your rules to help pin-point specific Available in: Salesforce
use cases, like reviewing posts only from your customer users who were created in the last seven Classic (not available in all
days. orgs) and Lightning
Some things to keep in mind: Experience
• Your org can have up to 100 member criteria. This limit is per org, not per Experience Cloud Available in: Enterprise,
site. Performance, Unlimited,
• Each member criteria can include up to 100 user conditions. and Developer Editions
You can create criteria that includes only user types and user profiles, or just filters. Or if you want
it all, your criteria can include user types, user profiles, and filters. Let’s get started. USER PERMISSIONS
1. Open Experience Workspaces. To view, create, edit, and
2. Click Moderation > Member Criteria, then click New. delete criteria:
3. Enter a name, unique name, and description for your criteria. Create and Set Up
4. Select the types of user types or user profiles to include in your criteria. Experiences
You can select any combination of types and profiles. Members are included when they belong AND
to any one of your selections. Is a member of the
If you delete a profile in your internal org, the profile is also removed from your member criteria.
5. Select to filter your members by:

• None—Select this option if you don’t want to filter the criteria using the other options. None is the default selection.
• User creation date—Select this option to include only users that were created within a specific time frame. Enter the
number of days since the user was created.
Note: A user’s creation date might not be the same date they became a member of the Experience Cloud site. For example,
you can have an internal user that was created 120 days ago who became a member of the site five days ago. For users
that self-register, their creation date is the date they become a member of the site.
• Members without site contributions—Select this option to include only members that haven’t posted or
commented in the Experience Cloud site. Posts that are pending review don’t count as contributions until they are approved.
If you selected user types or user profiles, and you also select filter conditions, members are included only if they belong to one of
the selected user types or profiles and the filter condition.
6. Click Save to apply your changes.
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Set Up and Manage Experience Cloud Sites Experience Cloud Site Moderation Rules
Example: Let’s look at the following conditions:

User Types: Partner
User Profiles: Customer Community Plus Login User, Customer Community Plus User, and Customer Community User
Filter By: User creation date is set to seven days since the user was created
This member criteria applies to:
• Partner users created in the last seven days
• Customer Community Plus Login User created in the last seven days
• Customer Community Plus User created in the last seven days
• Customer Community User created in the last seven days
You can use this member criteria in a rule to:
• Review and approve their posts
• Be notified of their contributions
• Flag all their contributions
To delete criteria, click Del from the Member Criteria page. If criteria is being used by a rule, you can’t delete it.
Experience Cloud Site Moderation Rules

Create and modify rules for your Experience Cloud site to moderate member-generated content.
EDITIONS
Each rule specifies the member-generated content the rule applies to, the criteria to enforce the
rule on, and the moderation action to take. Moderation rules help protect your site from spammers, Available in: Salesforce
bots, and offensive or inappropriate content. Classic (not available in all
orgs) and Lightning
Customize Preconfigured Moderation Rules Available in: Enterprise,

If your Experience Cloud site was created after Spring ’17, your site comes populated with Performance, Unlimited,
preconfigured moderation rules that block, flag, freeze, replace or review banned keywords. and Developer Editions
Simply activate the rules and they are ready to go. You can customize both the rules and the
list of banned keywords.
Create Content Rules to Moderate Your Experience Cloud Site
Create and modify rules to moderate member-generated content in your Experience Cloud site. Content rules protect your site from
offensive language and inappropriate content created by spammers or malicious members. You can create content rules that block,
replace, flag, or allow you to review and approve member-generated content.
Create Rate Limit Rules to Moderate Your Experience Cloud Site
Create and modify rate rules to monitor and limit how frequently member-generated content is created. Rate rules protect your
Experience Cloud site against spammers and bots that attack your site by posting the same message multiple times in a row. You
can create rate rules to notify your moderators of suspicious spammer-like behavior or freeze a member on the spot.
How and when do Experience Cloud site moderation rules execute?
Rules that block content run first, followed by rules to review and approve content, then rules that replace content, and last by rules
that flag content.
Enable Record Feed Moderation
Run moderation rules on comments or posts on any record feed that is visible from within an Experience Cloud site. Record feed
moderation ensures that member posts or comments stay within the guidelines of the site.
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Customize Preconfigured Moderation Rules

If your Experience Cloud site was created after Spring ’17, your site comes populated with
EDITIONS
preconfigured moderation rules that block, flag, freeze, replace or review banned keywords. Simply
activate the rules and they are ready to go. You can customize both the rules and the list of banned Available in: Salesforce
keywords. Classic (not available in all
• Your org can have up to 30 rules. This limit is per org, not per Experience Cloud site. This limit orgs) and Lightning
includes both content rules and rate rules. Experience
• Each content rule can have up to three keyword criteria and ten member criteria. Available in: Enterprise,
• Rules that block content run first, followed by rules to review and approve content, then rules Performance, Unlimited,
that replace content, and last the rules that flag content. If two or more rules perform the same and Developer Editions
action, the oldest rule runs first, based on the date the rule was created. Rules to replace content
don’t run when the content also applies to a review rule—we want moderators to review the USER PERMISSIONS
original content.
• Moderation rules apply only to feed posts, comments, and polls. Moderation rules do not apply To view, create, edit, and
delete rules:
to topics that are created.
1. Open Experience Workspaces. Create and Set Up
2. Click Moderation > Rules, then click Edit next to the rule that you want to modify. Experiences
AND
3. If the rule meets your requirements, simply click Activate. Or you can customize the following
fields: Is a member of the
• Name—Change the name of your rule.
• Unique Name—Enter a unique name for your rule. The unique name used by the API.
• Description—Optionally, change the description.
• Activate Rule—Select to activate rule.
• Applies To—Specify which types of member-generated content this rule applies to. Posts and comments only apply to content
created in groups and user profiles. All feed types, such as polls and links, are supported.
• Moderation Action—Change what you want to happen when the criteria is matched.
– Block prevents the content from being published.
– Review allows users with the Can Approve Feed Post and Comment permission to approve the content before it’s published.
– Replace publishes the content with the keywords replaced as asterisks. For example, BadWord becomes *******.
– Flag publishes the content and then automatically flags the content as inappropriate.
• Message for Member—Change the existing pop-up message that your member sees when their content is blocked. If you
don’t specify a message, the member sees the standard message: “You can’t use %BLOCKED_KEYWORD% or other inappropriate
words in this site. Review your content and try again.” The %BLOCKED_KEYWORD% variable displays up to five blocked words.
You can also use this variable in your own custom message.
Tip: For international sites, you can translate this message. From Setup, enter Translate in the Quick Find box, then
select Translate. To provide a translation for the message, select the Moderation Rule setup component and expand the
site the rule belongs to.
• Member Criteria—Specify member criteria to enforce this rule. Ask yourself, who should this rule apply to?
• Content Criteria—Specify the content criteria to enforce this rule. Ask yourself, what specific keywords should this rule apply
to? A list of banned keywords has been created for you and is preselected for the rule. You can add or remove terms from the
list by clicking Content Criteria and clicking Banned Keywords.
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4. Click Save.
A few things to bear in mind:
• If you activate a content rule without specifying member criteria, the rule applies to all members.
• If you activate a content rule without specifying content criteria, the rule either:
– Prevents members from creating posts and comments entirely
– Sends all posts for review
– Flags all posts and comments
• If you select member criteria and content criteria, the rule applies only when both criteria are met.
• Specifying criteria is optional. However, we recommend that you include criteria in your rules to target specific members and content.

Create and modify rules to moderate member-generated content in your Experience Cloud site.
EDITIONS
Content rules protect your site from offensive language and inappropriate content created by
spammers or malicious members. You can create content rules that block, replace, flag, or allow Available in: Salesforce
you to review and approve member-generated content. Classic (not available in all
If your Experience Cloud site uses the Customer Service template, moderation rules apply to questions orgs) and Lightning
and group posts created by your members. If your Experience Cloud site uses Salesforce Tabs + Experience
Visualforce, moderation rules can also run on publisher actions. Available in: Enterprise,
You can also use the Metadata API or Tooling API to set up content rules. Performance, Unlimited,
Some things to keep in mind:
• Your org can have up to 30 rules. This limit is per org, not per Experience Cloud site. This limit
includes both content rules and rate rules. USER PERMISSIONS
• Each content rule can have up to 3 keyword criteria and 10 member criteria. To view, create, edit, and
• Rules that block content run first, followed by rules to review and approve content, then rules delete rules:
that replace content, and last by rules that flag content. If two or more rules perform the same • Manage Experiences OR
action, the oldest rule runs first, based on the date the rule was created. Rules to replace content Create and Set Up
Experiences
don’t run when the content also applies to a review rule—we want moderators to review the
original content. AND
Is a member of the
Tip: Before creating a rule, we recommend that you create criteria to use in the rule. Experience Cloud site
2. Click Moderation > Rules, then click New and select Content Rule.
3. Complete the following fields:
• Name—Enter a name for your rule.
• Description—Optionally, enter a description.
• Activate Rule—If selected, the rule is activated.
• Applies To—Specify which types of member-generated content this rule applies to. Posts and comments only apply to
content created in groups and user profiles. All feed types, such as polls and links, are supported.
• Moderation Action—Specify what you want to happen when the criteria is matched.
– Block prevents the content from being published.
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– Review allows users with the Can Approve Feed Post and Comment permission to approve the content before it’s published.
– Replace publishes the content with the keywords replaced as asterisks. For example, BadWord becomes *******.
– Flag publishes the content and then automatically flags the content as inappropriate.
• Message for Member—Specify the message that your member sees when their content is blocked. If you don’t specify
a message, the member sees the standard message: “You can’t use %BLOCKED_KEYWORD% or other inappropriate words in
this site. Review your content and try again.” The %BLOCKED_KEYWORD% variable displays up to 5 blocked words. You can
also use this variable in your own custom message.
Tip: For international sites, you can translate this message. From Setup, enter Translate in the Quick Find box, then
select Translate. To provide a translation for the message, select the Moderation Rule setup component and expand the
site the rule belongs to.
• Member Criteria—Specify member criteria to enforce this rule. Ask yourself, who should this rule apply to?
• Content Criteria—Specify the content criteria to enforce this rule. Ask yourself, what specific keywords should this rule
apply to?
Important: Keep the following things in mind:

• If you activate a content rule without specifying member criteria, the rule applies to all members.
• If you activate a content rule without specifying content criteria, the rule either:
– Prevents members from creating posts and comments entirely
– Sends all posts for review
– Flags all posts and comments
Yikes! Be careful.
• If you select member criteria and content criteria, the rule applies only when both criteria are met.
• Specifying criteria is optional. However, we recommend that you include criteria in your rules to target specific members
and content.
4. Click Save.
SEE ALSO:
Translate Metadata Labels
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Create Rate Limit Rules to Moderate Your Experience Cloud Site

Create and modify rate rules to monitor and limit how frequently member-generated content is
EDITIONS
created. Rate rules protect your Experience Cloud site against spammers and bots that attack your
site by posting the same message multiple times in a row. You can create rate rules to notify your Available in: Salesforce
moderators of suspicious spammer-like behavior or freeze a member on the spot. Classic (not available in all
Each rate rule controls two actions: notification and freeze. You can set up your rate rule for both orgs) and Lightning
actions or just one. You can apply the rule to: posts, comments, files, and private messages. In Experience
Experience Cloud sites that use the Customer Service template, this includes questions and answers. Available in: Enterprise,
Some things to keep in mind: Performance, Unlimited,
• Your org can have up to 30 rules. This limit is per org, not per Experience Cloud site. This limit
includes both content rules and rate rules.
• Each rate rule can have up to 10 member criteria. USER PERMISSIONS
Tip: Before creating a rule, we recommend that you create member criteria to use in the To view, create, edit, and
rule. delete rules:
1. Open Experience Workspaces. Create and Set Up
2. Click Moderation > Rules, then click New and select Rate Rule. Experiences
3. Complete the following fields. AND

Is a member of the
• Name—Enter a name for your rule.
• Description—Optionally, enter a description.
• Activate Rule—If selected, the rule is activated.
• Applies To—Specify which types of member-generated content this rule applies to. Posts and comments only apply to
content created in groups and user profiles.
• Member Criteria—Specify the member criteria to enforce this rule. Ask yourself, who do I want this rule to apply to?
Spammers are typically new members. We recommend creating member criteria that only includes customer users that were
created in the last seven days.
Note:
– Rate rules don’t apply to internal users. You can use member criteria that includes internal users, but the rules don’t
apply to them.
– If you activate a rate rule without specifying member criteria, the rule applies to all external users.
• Content Creation Time Frame—Select the time frame you want to use.
• Notify Moderators—Enter a number. Moderators are sent an email when a member creates this much content in your
set time frame.
• Freeze Members—Enter a number. Members are frozen when they create this much content in your set time frame.
Important: When members are frozen, they’re frozen in all sites that they’re a member of.
Emails are sent to users with the Moderate Experience Users permission. Make sure that you assign your moderators this permission.
Emails are sent even if a user has turned off Chatter emails.
4. Click Save to apply your changes.
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Example: Let’s use the following rate rule as an example.

Applies To: Posts and private messages
Member Criteria: Customer users created in the past 7 days
Content Creation Time Frame: 3 minutes
Notify Moderators: 6
Freeze Members: 10
With this rate rule, here’s what happens when a member reaches your limits.
In the span of 3 minutes, a member creates... Is the moderator notified? Is the member frozen?
4 posts and 2 private messages
6 posts
6 comments
8 posts and 2 private messages
10 posts
10 comments
A rate rule with these values protects the site from spammers and bots but also allows you to help your new members. Maybe a
non-threatening member posted a question over and over hoping to get it answered faster. Rate rules do more than protect—they
let you help members in need.
Here’s a rule set up just for private messages.
Applies To: Private messages
Member Criteria: Customer users created in the past 3 days
Content Creation Time Frame: 15 minutes
Notify Moderators: 1
Freeze Members: 3
This rate rule protects the site from spammers that attack via private messages.
My rate rule didn’t do anything. What’s going on?

Give it time. Rate limit rules might not seem exact, but they are. Trust us. For example, say you set up a rate rule to freeze members
when they create content 10 times in 3 minutes. It’s possible for a member to create 9 items towards the end of the first 3-minute
time frame. In this case, the member isn’t frozen until they post another 10 items in the second 3-minute time frame.
Check the member criteria you’re using. For example, let's say you have a rate rule that uses member criteria to filter for members
without contributions. After a member’s first post or comment, the rule doesn’t apply to the member anymore, so the member
doesn’t reach the freeze limit you set.
SEE ALSO:
680
How and when do Experience Cloud site moderation rules execute?

Rules that block content run first, followed by rules to review and approve content, then rules that replace content, and last by rules that
flag content.
If two or more rules perform the same action, the oldest rule runs first, based on the date the rule was created. Rules to replace content
don’t run when the content also applies to a review rule—we want moderators to review the original content. On the server, Salesforce
executes Experience Cloud site rules within the standard order of execution.
Rules that block content execute during system validation. Rules that block content ignore changes made by before triggers. For
example, if a before trigger changes a feed post, a moderation rule that blocks content isn't aware of the changed content and
executes on the original content.
Rules to review and approve content execute before database saves. These rules execute before rules that replace content.
Rules that replace content execute before database saves.
Rules that flag content execute after workflow rules.
SEE ALSO:
Apex Developer Guide: Triggers and Order of Execution
Enable Record Feed Moderation

Run moderation rules on comments or posts on any record feed that is visible from within an
EDITIONS
Experience Cloud site. Record feed moderation ensures that member posts or comments stay within
the guidelines of the site. Available in: Salesforce
Members can post or comment on any record types that have a feed. The moderation rules Classic (not available in all
configured for your Experience Cloud site catch any posts or comments that don’t meet the rules’ orgs) and Lightning
criteria. Flags on a record feed are only visible from within the site that flags them. You can also Experience
turn off moderation rules for internal users so that their feed activity isn’t flagged. Available in: Enterprise,
1. In Setup, go to Digital Experiences > Settings. Performance, Unlimited,
2. In the Moderation Rule Settings section, select Moderation applies to all feed posts
regardless of where they are visible.
To view, create, edit, and

delete rules:
Experiences
AND
Is a member of the
681
Set Up and Manage Experience Cloud Sites Review and Approve Posts and Comments in Your Experience
Cloud Site
Review and Approve Posts and Comments in Your Experience Cloud Site
Moderation rules to review and approve content ensure that non-compliant and inappropriate
EDITIONS
content isn’t immediately visible to everyone in your Experience Cloud site. Posts and comments
pending review aren’t displayed in the feed; only the author and moderators can see pending posts Available in: Salesforce
and comments in the feed. An author can see a pending comment on a pending post only if the Classic (not available in all
author posted both. After you set up the rules, moderators can approve content directly in the feed orgs) and Lightning
and in Experience Workspaces. Experience
Note: The Can Approve Feed Post and Comment permission applies not only to Available in: Enterprise,
moderation but also to any Chatter feed a user can access. In other words, an assigned Performance, Unlimited,
user can edit or delete any post or comment. They can take these actions whether in and Developer Editions
an Experience Cloud site or their internal Salesforce org, in any feed they have access
to.
USER PERMISSIONS
To set up a moderation rule to review and approve posts and comments, in Experience
Workspaces, go to Moderation > Rules and create a content rule that uses the Review To approve, delete, or edit
action. Here are some ways that you can use rules to review content. posts and comments that
are pending review:
Self-Service
Does your site allow members to self-register? You can set up a rule to review and approve Note: An author can
see a pending
questions from all your self-registering users. Use member criteria that includes only your
comment on a
guest user profile and filters for members who were created in the past seven days. pending post only if
Have spammers ever attacked your site? Use member criteria that includes only your the author posted
guest user profile and filters for members that have never contributed. both.
• Can Approve Feed Post
Partners
and Comment
Want to ensure that your partners aren’t discussing a recent acquisition or other sensitive
transactions? You can set up a rule to review posts and comments that include keywords To approve, delete, or edit
posts and comments that
such as “acquisition” or “merger.”
are pending review:
Employees • Can Approve Feed Post
Does your site require HIPAA compliance? Set up your rules to review posts and comments and Comment
from all your employees. AND
Note: Users must have Manage Experiences or Create and Set Up Experiences Access Experience
permissions to create moderation rules. Management OR
Pending Review is displayed in the header of the post or comment until it’s approved. Create and Set Up
Remember that while a post or comment is pending approval, the author can still edit or Experiences
delete it, however they can’t comment on it. An author can see a pending comment on a AND
pending post only if the author posted both. To prevent the author from editing the post or
Is a member of the
comment, you can disable feed post editing for certain users. Experience Cloud site
There are two ways to review and approve posts and comments.
• Use the preconfigured Pending Discussions Insights report on the Moderation Overview
page in Experience Workspaces.
To get this report, install the Salesforce Communities Management (for Communities with Chatter) package from the AppExchange.
Use the Pending Discussions report to see all the posts and comments that are pending review. The report displays the contents of
posts and comments so you can quickly assess whether that content is spam or harmless. You can then approve or delete the item
directly from the report. You can also perform mass-action and approve multiple items at once.
• Approve posts and comments directly in the feed.
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Set Up and Manage Experience Cloud Sites Moderate Flagged Posts and Comments in Your Experience
Cloud Site
In the feed, users with the Can Approve Feed Post and Comment permission see an extra action in the post or comment dropdown
menu. If the item is inappropriate, they can delete it. If it has a typo, they can edit it.
After the item is approved, the author receives an email letting them know the item is approved and providing a link to it. Email
notifications, such as @mentions notifications, are sent only after the item is approved.
SEE ALSO:
Feed Post and Comments Editing Overview
Moderate Flagged Posts and Comments in Your Experience Cloud Site

Moderators can review a list of posts and comments that members have flagged as inappropriate
EDITIONS
and act on them. Group owners or group managers, can view flags and act on items in their groups.
Flagged posts and comments have a small orange flag next to the post or comment date. The Available in: Salesforce
number next to the flag indicates how many people have flagged the item. The moderator can Classic (not available in all
review each item and act on it. orgs) and Lightning
Experience
• Moderators can view and act on only items they have access to. Available in: Enterprise,
• Within a group, group owners or managers can moderate items in their groups, including and Developer Editions
viewing or removing flags and deleting posts, comments, or files.
• If Allow members to flag content is disabled, only moderators can flag items
USER PERMISSIONS
and view flagged items.
There are a few ways you can moderate flagged posts and comments. To view flagged items,
remove flags, and delete
• View flagged posts and comments from the Flagged Discussions tile on the Moderation Overview posts or comments:
page in Experience Workspaces. • Moderate Experiences
• Use the flagged feed in Chatter. Feeds
If you’re using a Salesforce Tabs + Visualforce Experience Cloud site, you can see a list of flagged To moderate posts and
posts and comments using the Chatter menu. The Allow members to flag content comments:
preference must be enabled to see the Flagged feed. • Access Experience
Management OR
Moderate Experiences
Feeds
AND
Create and Set Up
Experiences
AND
Is a member of the
• Moderate using a custom list. You can expose a list of flagged posts and comments using
Connect REST API or ConnectApi in Apex.
• Click the link to the post or comment from the notification email.
• Moderate directly within context of the Experience Cloud site by removing flags or deleting content in the feed.
683
Set Up and Manage Experience Cloud Sites Moderate Flagged Discussions in Your Experience Cloud Site
Tip: To receive an email each time an item is flagged, select Flags an item as inappropriate on your Email Settings page.
SEE ALSO:
Connect REST API Developer Guide: Experience Cloud Sites Moderation Resources
Apex Reference Guide: CommunityModeration Class
Moderate Flagged Discussions in Your Experience Cloud Site

Moderators can delete and unflag posts and comments from discussions, and freeze or communicate
EDITIONS
with the author of those posts, all from one place.
Moderators can view an entire discussion in context (including all comments related to a post) and Available in: Salesforce
sort by the newest discussions or the oldest. Click View Discussion to open a discussion thread. Classic (not available in all
orgs) and Lightning
Experience

USER PERMISSIONS
To view flagged items,

posts or comments:
• Moderate Experiences
Feeds
To moderate posts and
comments:
Management OR
Click a post or comment or select View Flag Details to see how a post or comment has been Moderate Experiences
flagged and who flagged it. Feeds
AND
Create and Set Up
Experiences
AND
Is a member of the
Want to know more about the author of a flagged post? We’ve got you covered. You can see which authors have a history of flagged
posts and how many times a moderator has deleted their posts. If necessary, freeze the author and send them a message from the same
page.
684
Set Up and Manage Experience Cloud Sites Moderate Flagged Discussions in Your Experience Cloud Site

• The Flagged Discussions tile is available on the Moderation Overview page in Experience Workspaces.
• Moderators can view and act on only items they have access to.
• Within a group, group owners or managers can moderate items in their groups, including viewing or removing flags and deleting
posts, comments, or files.
• If Allow members to flag content is disabled, only moderators can flag items and view flagged items.
685
Set Up and Manage Experience Cloud Sites Moderate Flagged Files in Your Experience Cloud Site
Moderate Flagged Files in Your Experience Cloud Site

Moderators can review and respond to a list of files that members have flagged as inappropriate
EDITIONS
or spam. Group owners or group managers can view flags and respond to files in their groups.
Members can post files that aren’t appropriate because they contain sensitive information or Available in: Salesforce
offensive content. Other members can flag these files for review. Flagged files have a small orange Classic (not available in all
flag. The number next to the flag indicates how many people have flagged the item. orgs) and Lightning
Experience
• Moderators can only view and act on items they have access to. Available in: Enterprise,
• When Allow members to flag content is enabled, group owners and managers and Developer Editions
can review and remove flags on files in the groups that they own and manage.
• If Allow members to flag content is disabled, only moderators can flag items
USER PERMISSIONS
and view flagged items.
There are a few ways you can moderate flagged files: To view the file detail page,
• Use the preconfigured Flagged Files Insights report on the Moderation Overview page in files:
Experience Workspaces. • Moderate Experiences
To get this report, install the Salesforce Communities Management (for Communities with Files
Chatter) package from the AppExchange. Use the Flagged Files report to see the name of the To moderate files:
flagged file, who created it, who flagged it, and how many flags the file has. You can click a link • Moderate Experiences
to open the file and review the content. Then you can remove the flag or delete the file. You Files
can also select multiple items at once. AND
• Moderate using a custom list. You can expose a list of flagged files using Connect REST API or Access Experience
ConnectApi in Apex. Management OR
• Moderate directly within context of the Experience Cloud site by removing flags or deleting
Create and Set Up
content on the file detail page. Experiences
Tip: To receive an email each time an item is flagged, select Flags an item as inappropriate AND
on your Email Settings page. Is a member of the
To limit the size and types of files allowed in your site, go to Administration > Preferences. Experience Cloud site
SEE ALSO:
Connect REST API Developer Guide: Experience Cloud Sites Moderation Resources
Apex Reference Guide: CommunityModeration Class
686
Set Up and Manage Experience Cloud Sites Moderate Flagged Direct Messages in Your Experience Cloud
Site

Members can flag messages in Experience Cloud sites built using the Customer Service (Napili)
EDITIONS
template. Moderators can review and act on a list of direct messages that members have flagged
as inappropriate or spam. Available in: Salesforce
Note: Private messages and direct messages are separate features. Direct messages are Classic (not available in all
orgs) and Lightning
newer and offer a richer feature set for private communication. Direct messages are based
Experience
on Chatter and offer a rich text editor that supports inline images and attachments. With
direct messages, you can start a message right from a feed post. Available in: Enterprise,
The Moderate Experiences Chatter Messages permission allows moderators to see the contents of Performance, Unlimited,
flagged direct messages, remove flags, and delete flagged messages. and Developer Editions
1. If you haven’t already, install the Salesforce Communities Management (for Communities with
Chatter) package from the AppExchange. USER PERMISSIONS
2. Open Experience Workspaces. To view and moderate
3. Select Moderation and either click the Flagged Direct Messages tile or click Moderate > flagged direct messages:
Flagged Messages to see the flagged items. • Moderate Experiences
Chatter Messages
4. Review and act on the flagged messages.
AND
Tip: If you want to receive an email each time a message is flagged, select the Flags an item Moderate Chatter
as inappropriate option on the Email Settings page. To receive emails, you must have the Messages and Direct
Moderate Experiences Chatter Messages and Manage Chatter Messages and Direct Messages Messages
permissions. To set your email preferences, click on your profile picture within an Experience AND
Cloud site and click Settings > My Email Settings. Moderate Experiences
Feeds
AND
Access Experience
Management OR
Create and Set Up
Experiences
AND
Is a member of the
To make all posts available

to moderation, including
direct messages, in Digital
Experiences Settings under
Moderation Rule Settings:
• Moderation applies to all
feed posts regardless of
where they are visible
687
Set Up and Manage Experience Cloud Sites Moderate Flagged Private Messages in Your Experience
Cloud Site
Moderate Flagged Private Messages in Your Experience Cloud Site

Moderators can review and act on a list of Chatter messages that members flagged as inappropriate
EDITIONS
or as spam.
The Moderate Experiences Chatter Messages permission allows users to see the contents of messages, Available in: Salesforce
remove flags, and delete messages only in Experience Cloud sites they’re a member of. With this Classic (not available in all
permission, only flagged messages can be deleted. The Modify All Data permission allows moderators orgs) and Lightning
to remove flags or delete a message in the SOAP API. Experience
Ensure that your moderators are assigned the Moderate Experiences Chatter Messages permission, Available in: Enterprise,
not the Manage Chatter Messages permission. The Manage Chatter Messages permission allows Performance, Unlimited,
users to see all the messages in your entire Salesforce org. Avoid security and privacy concerns; and Developer Editions
double-check that your moderators and managers have the right permission.
Important: Keep these limitations in mind: USER PERMISSIONS

• Members can’t flag messages sent from sites that they aren’t a member of or that haven’t To moderate messages:
turned on flagging for their users. • Moderate Experiences
• Users can’t flag messages in your internal org, in the Salesforce mobile app, or in partner Chatter Messages
and customer portals. AND
Access Experience
There are a few ways to monitor and manage flagged messages.
Management OR
• Use the preconfigured Flagged Private Messages Insights report from the Moderation Overview Manage Experiences OR
page in Experience Workspaces. Create and Set Up
Experiences
To get this report, install the Salesforce Communities Management (for Communities with
Chatter) package from the AppExchange. Use the Flagged Private Messages report to track AND
trends and stay on top of message spamming attacks. You can view who sent the message, Is a member of the
the contents of the message, when it was sent, and who flagged the message. You can use this Experience Cloud site
report to remove flags from messages and delete messages.
To view the contents of a
• Create your own report. flagged message in reports:
• Moderate Experiences
First, create a custom report type using Networks as the primary object and Network
Chatter Messages
Audits as the secondary object. Then create a report using your new custom report type
and add a field filter for Audited Object Type set to equal Chatter Message. To remove flags or delete
messages in the SOAP API:
Use the API to delete flagged messages.
• Modify All Data
• Directly query the flagged messages from the API and then delete them.
Tip: If you want to receive an email each time a message is flagged, select the Flags an item
as inappropriate option on the Email Settings page. To receive emails, you must have the
Moderate Experiences Chatter Messages and Moderate Experiences Feeds permissions. To
set your email preferences, click your profile picture within the Experience Cloud site and
click Settings > My Email Settings.
SEE ALSO:
Guidelines for Deleting Your Users’ Chatter Messages
Report on Experience Cloud Sites with AppExchange Packages
SOAP API Developer Guide: ChatterMessage
Apex Developer Guide: Moderate Chatter Private Messages with Triggers
688
Set Up and Manage Experience Cloud Sites Set Up Apex Triggers for Flagging Items
Set Up Apex Triggers for Flagging Items

Use triggers to create custom advanced moderation logic that automatically flags items in your
EDITIONS
Tip: Did you know you can do this in the UI? Most sites don’t need custom moderation Available in: Salesforce
triggers. You can create moderation rules and criteria directly in Experience Workspaces. For Classic (not available in all
orgs) and Lightning
more information, see Experience Cloud Site Moderation Rules.
Experience
Using triggers to automatically flag items allows you to moderate your Experience Cloud site behind
the scenes. These flags are only visible to moderators. You can view flags in Experience Workspaces., Available in: Enterprise,
query for them in the API, or use custom report types to create reports on flagged items, people Performance, Unlimited,
whose items are flagged most, and more. and Developer Editions
Consider the following when creating triggers:

USER PERMISSIONS
• Create Apex after insert triggers on FeedItem, FeedComment, ChatterMessage, or
ContentDocument. To create triggers:
• Define criteria that when met creates a NetworkModeration (flag) record, with the FeedComment, • Modify All Data
FeedItem, ChatterMessage, or ContentDocument as the parent.
Example: This trigger automatically flags posts in your site that contain BadWord.
trigger autoflagBadWordOnPost on FeedItem (after insert) {
List<NetworkModeration> flags = new

List<NetworkModeration>();
for (FeedItem rec : trigger.new) {

if (!<NetworkId>.equals(rec.networkScope)){
continue;
}
if (rec.body.indexOf('BadWord') >= 0) {
NetworkModeration nm = new
NetworkModeration(EntityId = rec.id, Visibility =
'ModeratorsOnly');
flags.add(nm);
}
}
if (!flags.isEmpty()) {
insert(flags);
}
}
A similar trigger on comments would look like this.

trigger autoflagBadWordOnComment on FeedComment (after insert)
{
List<NetworkModeration> flags = new
List<NetworkModeration>();
for (FeedComment rec : trigger.new) {

if (!<NetworkId>.equals(rec.networkScope)) {
continue;
689
Set Up and Manage Experience Cloud Sites Experience Pulse
if (rec.commentBody.indexOf('BadWord') >= 0) {
NetworkModeration nm = new NetworkModeration(EntityId = rec.id, Visibility
= 'ModeratorsOnly');
flags.add(nm);
}
}
if (!flags.isEmpty()){
insert(flags);
}
}
SEE ALSO:
SOAP API Developer Guide
Experience Pulse
Experience Pulse displays metrics at the top of Workspaces. Click a metric to open the corresponding
EDITIONS
report or dashboard for more information or to take action. Customize the displayed metrics or
create ones to meet your needs. Available in: Enterprise,
To get started, map reports and dashboards to your Experience Workspaces. You can either map Professional, Unlimited,
manually or install the Winter ’18 or later version of the AppExchange package. After installation, and Developer editions.
Experience Pulse displays automatically. If you have an Experience Cloud site with Chatter, four tiles
display after you install the package: Members, New Members, Unanswered Questions, and Flagged
Discussions.
To customize a metric tile, click Edit Metrics. From here, create a metric or edit an existing one. You can have up to six metrics at a time.
By design, clicking a metric opens the corresponding report. However, selecting Open in dashboard lets you open a dashboard instead.
SEE ALSO:
690
Set Up and Manage Experience Cloud Sites Experience Cloud Site Moderation Limits and Limitations
Experience Cloud Site Moderation Limits and Limitations

Moderation limits ensure that your Experience Cloud site performs optimally.
EDITIONS
Criteria Limits Available in: Salesforce

• Your org can have up to 30 keyword list criteria. This limit is per org, not per Experience Cloud orgs) and Lightning
site. Experience
• Your org can have up to 100 member criteria. This limit is per org, not per Experience Cloud Available in: Enterprise,
site. Performance, Unlimited,
Rule Limits and Limitations
• Your org can have up to 30 rules. This limit is per org, not per Experience Cloud site. This limit includes both content rules and rate
rules.
• Moderation rules apply only to feed posts, comments, and polls. Moderation rules do not apply to topics that are created.
Audit Limitations
Changes to a feed item’s status are not included in the Insights report.

Navigational, featured, and content topics are a fantastic way to organize information and content in an Experience Cloud site. Use topics
to structure your site’s content or highlight key discussions. You can create topics or use the topics that organically emerge from site
member posts.
Choose navigational topics and subtopics to provide a consistent map of your site. Use featured topics to highlight current, popular
conversations. Use content topics to organize your original content. In the site itself, member-created topics let users organize information
for each other, creating a personalized experience that boosts site engagement.
Site members can keep up-to-date on topics by following them and, optionally, receiving email notifications for topics they follow.
When members choose Every Post, they get notifications when a post or question is added to the topic. They don’t get notifications
when the hashtag topic is added to a comment, answer, or record feed.
Navigational Topics
On every page of a site, navigational topics are available from the Topics menu at upper left. Site members can also see all the site’s
navigational topics and subtopics in one place in the topic catalog.
691
Set Up and Manage Experience Cloud Sites Organize Experience Cloud Sites with Topics
When visitors choose a navigational topic, the banner image you selected for it appears at the top of the page.
Note: Properties on the Ask and Contact Support & Ask components let you block selection of a new topic when a user asks a
question. For more information, see Ask Button and Contact Support & Ask Buttons.
Featured Topics
Featured topics are accessible from the body of your site home page. Thumbnail images you select for featured topics uniquely identify
them. (These unique thumbnails appear only on the home page; at the top of all featured topic pages, the default banner image specified
in Experience Builder appears.)
692
Content Topics
Content topics allow you to organize your original content around common themes. Enable topics that you’re already using for content,
or create topics and enable them for content. After topics are enabled for content, assign them to your native content.
Member-Created Topics
When posting questions, site members create topics by using hashtags in body text, or typing in the topic suggestions box. (In Setup,
the “Assign Topics” and “Create Topics” permissions must be enabled for site users.)
693
If any suggested topics are poor matches for the post, members can simply click to delete them.
Tip: Member-created topics can be accessed via search or highlighted as featured topics.
Topic Metrics
Site members can check how often a topic has been used in the past 60 days and how many followers it has. Find metrics on a topic’s
detail page. With this information at their fingertips, site members know how current and popular a topic is. Admins can also use these
metrics to highlight certain topics in their sites or consolidate similar topics based on usage.
IN THIS SECTION:
Manage Topics in Experience Cloud Sites
As the number of topics in an Experience Cloud site grows, curate them to improve usability. You can create, merge, rename, enable
for content, and delete topics in one convenient location.
Automatically Assign Topics to Articles
Transport all your hard work of organizing Salesforce Knowledge in your Experience Cloud site by mapping topics to data categories.
All articles published with a specific data category are tagged with the topics you specify. Articles added to the data category in the
future are also tagged.
Featured topics highlight current, popular conversations in your Experience Cloud site. Change them regularly to keep members
up-to-date and engaged.
Set Up Navigational Topics
Structure your Experience Cloud site’s content and help your users find what they need with navigational topics. If your org uses
data categories, community managers can link current Salesforce Knowledge articles associated with those categories to each
navigational topic. If data categories aren’t enabled, administrators can add articles to each topic using Connect REST API.
Set Up Content Topics
Content topics organize your original content around common themes for your Experience Cloud site.
See Your Site’s Topics and Subtopics in One Place
You’ve gone through the exhaustive task of adding topics and various levels of subtopics to your Experience Cloud site’s content.
Now you want your site members to see all the organized topics in one place, so they can navigate to any subject their hearts desire.
Fear not! They can see everything in your site’s topic catalog.
Add Topics to Articles or Remove Them
Easily add multiple topics of any type to specific articles, or quickly remove them as your Experience Cloud site’s needs change.
694
Set Up and Manage Experience Cloud Sites Manage Topics in Experience Cloud Sites
Translate Topics Names and Descriptions for Experience Cloud Sites with International Audiences
Use the Translation Workbench to translate topic names and descriptions in international Experience Cloud sites.
Manage Topics in Experience Cloud Sites

To access Experience Workspaces or Manage Experiences Available in: Salesforce

Experience Management page: OR Classic (not available in all
orgs) and Lightning
Create and Set Up Experiences Experience
To create topics: Create Topics Available in: Essentials,

To merge topics: Merge Topics AND Delete Topics AND Edit Unlimited, and Developer
Topics AND Assign Topics Editions
To delete topics: Delete Topics
To edit topics: Edit Topics
As the number of topics in an Experience Cloud site grows, curate them to improve usability. You can create, merge, rename, enable for
content, and delete topics in one convenient location.
1. In Experience Workspaces, access topics by clicking Content Management > Topics.
2. Do one of the following.
• To create a topic (often with a plan to merge existing ones into it), click New. To boost SEO, add a name and a topic description.
If you want to be able to associate the topic with native content, select Enable for content.
• To combine topics, click Merge.
Merging a topic automatically redirects existing hashtags in posts. If you merge a navigational or featured topic, the topic type,
image, and any subtopic relationships are discarded. If you merge a topic with a content topic, the content associations are
preserved. If you merge a topic with an inactive endorsee, the endorsement is discarded.
• To enable up to 10 topics for content at the same time, select the topics and click Enable for Content.
After enabling topics for content, you can associate the topics with your native content.
•
To edit a topic, click and select Edit.
If you deselect Enable for content when editing a topic that is associated with content, saving your changes removes the
associations.
• To see a topic detail page in your site, click the topic name.
•
To delete a topic, click and select Delete.
If you don’t see a topic you’re looking for, you can search for it.
695
Set Up and Manage Experience Cloud Sites Automatically Assign Topics to Articles
Tip: For sites with a global audience, you can translate names and descriptions of topics.
SEE ALSO:

Transport all your hard work of organizing Salesforce Knowledge in your Experience Cloud site by
EDITIONS
mapping topics to data categories. All articles published with a specific data category are tagged
with the topics you specify. Articles added to the data category in the future are also tagged. Available in: Salesforce
To use automatic topic assignments, enable Experience Workspaces in Digital Experience Settings. Classic (not available in all
orgs) and Lightning
Experience
2. Access automatic topic assignments by clicking Content Management > Topics > Automatic
Topic Assignment. Available in: Essentials,
3. Enable Automate Topic Assignment. Unlimited, and Developer
Editions
USER PERMISSIONS
Workspaces:
OR
Create and Set Up
Experiences
AND
To set up automatic topic

assignments:
• Edit Topics
AND
View Data Categories
696
Set Up and Manage Experience Cloud Sites Automatically Assign Topics to Articles
4. Select a data category group and a data category.
5. Add the topics that you want to assign to the articles under that data category.
697
Set Up and Manage Experience Cloud Sites Set Up Featured Topics
6. Select the option to add the topics to existing articles in the data category. The topics are then assigned to all articles in all data
categories under the data category group. If you don’t select this option, the topics are added only to new articles added to the data
category, and the existing articles remain unchanged.
7. Click Save.
Consider the following as you set up your topic assignment rules.
• Topic assignments are site-specific. If you use the same article in two different sites, set up automatic assignments in both sites.
• If a translation of a topic is available in Salesforce, the translated article is tagged with the corresponding translated topic. If there’s
no translated topic in the system, localized articles are tagged with the base language topic.
• You can’t automatically remove topics from articles. Instead, you must manually remove topics.
• If you merge two topics, you must set up new rules.
• If you automatically add a topic to a data category, the topic is added to all articles in the data categories above it in the hierarchy.
Topics aren't automatically added down a hierarchy to child data categories.

Featured topics highlight current, popular conversations in your Experience Cloud site. Change
EDITIONS
them regularly to keep members up-to-date and engaged.
1. In Experience Workspaces, access featured topics by clicking Content Management > Topics > Available in: Salesforce
Featured Topics. Classic (not available in all
orgs) and Lightning
2. Enter the first few letters of the topic name in the search box. Select a suggested topic and click
Experience
Add. Use navigational or member-created topics.
Tip: Using Connect REST API, you can create unique featured topics that are separate Enterprise, Performance,
from navigational or member-created ones. Unlimited, and Developer
Editions
3. Hover over a topic name, and click . Then click Upload thumbnail image, and select an
image that represents the featured topic on the site home page.
USER PERMISSIONS
Thumbnail images are scaled to 385 x 385 pixels. To prevent distortion, create image files with
those dimensions. To access Experience
To ensure guest users can see featured topic images in your site, select Let guest users view Workspaces or Experience
Management page:
asset files and CMS content available to the site in Administration > Preferences in Experience
Workspaces. This selection also allows guest users to see images associated with recognition
badges, site branding, and account branding. OR
Create and Set Up
4. Repeat steps 3 and 4 to create several featured topics for your site, up to a maximum of 25. Experiences
Then click Save.
AND
To edit featured topics, hover over a topic name. Is a member of the site
• To move topics up or down, click the arrows at left.
To set up featured topics:
• To delete topics or change their thumbnail images, click . • Edit Topics
images for featured topics:
• Create, Edit, and Delete
on the image record
698
Set Up and Manage Experience Cloud Sites Set Up Navigational Topics

Structure your Experience Cloud site’s content and help your users find what they need with
EDITIONS
navigational topics. If your org uses data categories, community managers can link current Salesforce
Knowledge articles associated with those categories to each navigational topic. If data categories Available in: Salesforce
aren’t enabled, administrators can add articles to each topic using Connect REST API. Classic (not available in all
1. From Setup, enter Topics for Objects in the Quick Find box, then select Topics for orgs) and Lightning
Objects. Experience
a. In Classic Knowledge, enable topics for all the article types you want to include. Available in: Essentials,
b. In Lightning Knowledge, enable topics for Knowledge.
Note: Enabling topics disables public tags on articles. Personal tags aren’t affected. Editions
2. Open Experience Workspaces. USER PERMISSIONS

3. In Experience Workspaces, access navigational topics by clicking Content Management >
Topics > Navigational Topics. To access Experience
4. In the text box at right, enter a topic name, and click Add. Want to add subtopics? After you Management page:
add a topic, choose your topic from the dropdown menu (under Show subtopics of). To add a • Manage Experiences
subtopic, add another topic and click Add. You can add up to two levels of subtopics for each AND
parent topic.
Create and Set Up
5. If your org uses data categories, hover over the navigational topic name, and click . Select Experiences
a Data Category Group, then select the categories you want to add to the topic, and click Add AND
Articles & Close Window.
Important: This process adds only current articles to a topic. To add new articles, return
To set up navigational
to Experience Workspaces and repeat the previous step. topics:
• Create Topics
6. Hover over a topic name, and click . Then click Upload banner image and select an image
that appears across the top of the topic page. AND
Edit Topics
Banner images are scaled to 1400 x 180 pixels. To prevent distortion, create image files with
those dimensions. To add articles to topics:
• View Data Categories
To ensure guest users can see navigational topic images in your site, select Let guest users view
asset files and CMS content available to the site in Administration > Preferences in Experience AND
Workspaces. This selection also allows guest users to see images associated with recognition Read on related article
badges, site branding, and account branding. types
7. Repeat steps 4–6 to create several navigational topics for your site. Then click Save.
8. Use subtopics to further categorize your content. Associate articles for each set of subtopics for a more granular organization.
This table shows the maximum number of navigational topics and subtopics you can create in the UI of a Customer Service site.
Level Maximum Number of Entries

One (parent) 25
Two (subtopic) 10
Three (subtopic) 10
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Set Up and Manage Experience Cloud Sites Set Up Content Topics
With Connect REST API or Connect in Apex, you can create an additional five levels, each with 10 subtopics, for a total of 2,775
navigational topics.
Tip: To edit navigational topics, hover over a topic name.
• To move a topic up or down, click the arrows at left.

• To rename or remove a topic, change its banner image, or remove assigned articles, click .
SEE ALSO:
See Your Site’s Topics and Subtopics in One Place

Content topics organize your original content around common themes for your Experience Cloud
EDITIONS
site.
1. Open Experience Workspaces. Available in: Lightning
You can view and edit content topics in Experience Management, but you can’t create content Experience
topics or enable topics for content in Experience Management. Available in: Essentials,
2. Access topics by clicking Content Management > Topics.
3. Select All Topics > All Content Topics. Editions
4. To create a content topic, click New.
5. Enter a name and description. Select Enable for content. USER PERMISSIONS
6. Repeat steps 4 and 5 to create several content topics for your Experience Cloud site, up to a To access Experience
maximum of 5,000. Workspaces page:
Alternatively, use the All Topics list and select up to 10 topics at a time and click Enable for • Manage Experiences
Content. OR
After a topic is enabled for content, you can associate the topic with your native content. Create and Set Up
Experiences
To edit or delete a content topic, click in the topic row and select Edit or Delete. AND
See Your Site’s Topics and Subtopics in One Place To set up content topics:
• Create Topics
You’ve gone through the exhaustive task of adding topics and various levels of subtopics to your
Experience Cloud site’s content. Now you want your site members to see all the organized topics AND
in one place, so they can navigate to any subject their hearts desire. Fear not! They can see everything Edit Topics
in your site’s topic catalog.
The topic catalog shows the hierarchy of navigational topics you’ve created for the Experience
Cloud site. It’s only visible after you set up navigational topics, and it’s accessed from the navigation menu.
How is the topic catalog useful to your site members?
• New and returning users look at all the organized topics in one place, getting a lay of the land before diving deeper into a specific
topic.
• Any site user can use the topic catalog as a jumping point to go from topic to topic.
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Set Up and Manage Experience Cloud Sites See Your Site’s Topics and Subtopics in One Place
To set up the topic catalog, select Add the “More Topics...” link when editing the navigation menu on the home page. The link appears
when you have at least one subtopic.
You can also see an article or discussion’s placement in the topic hierarchy using breadcrumbs. To show breadcrumbs on your site’s
pages, drag the Breadcrumb component to the page in Experience Builder.
Example:
SEE ALSO:
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Set Up and Manage Experience Cloud Sites Add Topics to Articles or Remove Them
Add Topics to Articles or Remove Them

Easily add multiple topics of any type to specific articles, or quickly remove them as your Experience
EDITIONS
Cloud site’s needs change.
1. In Experience Workspaces, access topics by clicking Content Management > Topics > Article Available in: Salesforce
Management. Classic (not available in all
orgs) and Lightning
2. Use the search bar to look for articles. Filter your search by selecting a data category group,
Experience
followed by a specific category.
3. Click an article, and then type to assign topics. Choose a suggested topic or type a new one. Available in: Essentials,
Type a comma (,) after your new topic to add it to the article. You can click existing topics to
remove them.
Editions
Note: To automatically add the translated version of a topic to translated articles, the
translated topics and articles must already be uploaded in the system. Otherwise, the translated
USER PERMISSIONS
article is tagged with the English topic.
Management page:
OR
Create and Set Up
Experiences
To add or remove topics:

• Create Topics
702
Set Up and Manage Experience Cloud Sites Translate Topics Names and Descriptions for Experience
Cloud Sites with International Audiences
Translate Topics Names and Descriptions for Experience Cloud Sites with
International Audiences
Use the Translation Workbench to translate topic names and descriptions in international Experience
EDITIONS
Cloud sites.
1. From Setup, enter Translate in the Quick Find box, then select Translate. Available in: Salesforce
2. Select the language you’re translating into.
orgs) and Lightning
3. Select Managed Topic for the Setup Component. Experience
4. For Aspect, select Field Label for the topic name, and Description for the topic description. Available in: Essentials,
5. In the Experience Name column, expand a site to see its master topic names. Enterprise, Performance,
6. To enter language-specific names for topics, double-click in the Topic Name Translation column.
Editions
For descriptions, double-click in the Topic Description Translation column.
Consider the following when you’re using the Translation Workbench:
USER PERMISSIONS
• There’s no Metadata API support for translated topic names or descriptions.
• While topic name uniqueness is guaranteed in English, the translator must ensure the To translate topics:
uniqueness of topic names in the translated language. • View Setup and
Configuration
• Modifying topic names from Experience Workspaces or Experience Management only
changes the English site. All translated topic name and description changes must be made AND
using the Translation Workbench. Be designated as a
translator
• If a translated topic name is entered when the site is in English mode, the translated name
can appear twice in the translated site.
• When topics names are translated with the Translation Workbench, hashtags in the translated
sites also change. For example, #help shows as #aiuto in Italian. If the site member then reverts to English from Italian, clicking
the #aiuto hashtag gives an error message rather than showing the topic detail page of #help.
• When viewing the topic detail page of a translated topic, the browser tab doesn’t show the translated topic name.
Note: To automatically add the translated version of a topic to translated articles, the translated topics and articles must
already be uploaded in the system. Otherwise, the translated article is tagged with the English topic.
703
Set Up and Manage Experience Cloud Sites Customize Recommendations in Experience Cloud Sites

Create recommendations to drive engagement for your Experience Cloud site, encouraging users
EDITIONS
to watch videos, take trainings, and more. Target specific audiences and use channels to specify
locations for the recommendations. Available in: Salesforce
Note: Recommendation audiences and personalization audiences are different features. For Classic (not available in all
orgs) and Lightning
a more updated content targeting experience, we suggest using CMS collections and
Experience
personalization audiences.
1. In Experience Workspaces, select Content Management > Recommendations. Available in: Essentials,
2. Select Default Channel or one of the custom channels. Unlimited, and Developer
A channel is a way to group recommendations together so you can determine where they Editions
show up in the site.
Default Channel USER PERMISSIONS
Recommendations in the default channel appear in predefined locations, such as the Home
and Question Detail pages in Customer Service and Partner Central templates. To access Experience
Custom Channel Management:
You choose the pages where you want these recommendations to appear. In Experience • Manage Experiences
Builder, add the Recommendations Carousel component to the page where you want the OR
recommendation to appear. Use the property editor to specify the custom channel with
Create and Set Up
the recommendation.
Experiences
Using a custom channel, you could surface a recommendation to review specific knowledge
articles on a product description page to guide customers to more information.
If you want to change the channel of a recommendation, delete the recommendation and recreate it in a different channel.
3. Click New.
4. Complete the following fields:
• Name—Enter a name for the recommendation. This name doesn’t appear in the site.
• Image—Click Upload Image to include an image with your recommendation.
• Title—Optionally, enter header text that appears above the image.
• Description—Enter detailed text that suggests what users can do.
• Button text—Enter a label for the button in the recommendation.
• https://—Enter the URL that the button opens.
The URL can contain context variables to pass information about the user who clicked the recommendation and the context in
which it was clicked. For example, include a {!userId} context variable in your URL,
https://www.example.com/doSurvey?userId={!userId}. When a user clicks the button in the
recommendation, Salesforce sends the ID of that user to your server in the HTTP request.
Recommendations support these context variables.
Context Variable Description

{!actionLinkId} The ID of the recommendation link that the user clicked.
{!actionLinkGroupId} The ID of the recommendation link group containing the

recommendation that the user clicked.
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Set Up and Manage Experience Cloud Sites Customize Recommendations in Experience Cloud Sites
Context Variable Description

{!communityId} The ID of the site in which the user clicked the
recommendation. The value for your internal Salesforce org is
the empty key, "000000000000000000".
{!orgId} The ID of the org in which the user clicked the

recommendation.
{!userId} The ID of the user that clicked the recommendation.
• Audience—Select an audience for the recommendation. If you don’t select an audience, all members of the site see the
recommendation.
Tip: To create an audience that appears in this dropdown list, in Experience Workspaces, select Content Management >
Recommendations > Audiences. Click New.
• Enabled—If checked, this recommendation is active and appears in sites.

The Recommendations Carousel displays your custom recommendations and also displays system-generated topic
recommendations for your site.
After a site member clicks or dismisses a recommendation, it no longer appears for that member.
5. Click Save.
So that users don’t see the same recommendations all the time, Salesforce periodically removes and brings back custom
recommendations that haven’t been accepted or dismissed.
Tip: To remove a recommendation, click the recommendation name. At the bottom of the recommendation details, click Delete.
IN THIS SECTION:
Create Audiences for Your Recommendations
Create audiences of new members or use the API to manage customized lists of audience members for your custom recommendations.
SEE ALSO:
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Set Up and Manage Experience Cloud Sites Create Audiences for Your Recommendations
Create Audiences for Your Recommendations

Create audiences of new members or use the API to manage customized lists of audience members
EDITIONS
for your custom recommendations.
Note: Recommendation audiences and personalization audiences are different features. For Available in: Salesforce
a more updated content targeting experience, we suggest using CMS collections and Classic (not available in all
orgs) and Lightning
personalization audiences.
Experience
1. In Experience Workspaces, select Content Management > Recommendations > Audiences.
2. Click New. Enterprise, Performance,
3. Complete the following fields. Unlimited, and Developer
Editions
• Name—Enter a name for the audience.
• Audience Type
USER PERMISSIONS
– Select New Members to create an audience based on how long users have been site
members. To access Experience
Enter the number of days since registration for audience members. Workspaces or Experience
Management:
– Select Custom List to create an audience based on any criteria you want. • Manage Experiences
OR
Note: You can’t manage audience membership for custom lists through the UI.
Add and remove members through the API. Create and Set Up
Experiences
4. Click Save.
Audiences you create appear in the Audience drop-down list when you create a recommendation.
Tip: To remove an audience, click the audience name. At the bottom of the audience details, click Delete. If you remove an
audience that is associated with a recommendation, the recommendation is disabled and the audience is set to the default (All
site members).
SEE ALSO:
Connect REST API Developer Guide: Custom Recommendation Audience Resources
Apex Reference Guide: Recommendations Class
Gamification
Use gamification tools, like Recognition Badges and Reputation, to keep your members engaged
EDITIONS
in your site.
orgs) and Lightning
Recognition Badges
Experience
Acknowledge your members’ accomplishments or celebrate with them using Recognition
Badges. Available in: Enterprise,
Reputation Overview
Your reputation in the Experience Cloud site directly corresponds to how active you are. The
more you post, comment, and share, the higher your reputation level will be.
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Set Up and Manage Experience Cloud Sites Recognition Badges
Recognition Badges
Acknowledge your members’ accomplishments or celebrate with them using Recognition Badges.
Note: Badges can only be assigned to users and by users who have Chatter enabled.
We provided some default badges but you can create your own. You can also choose who else can create badges and who can give
badges in your site.
IN THIS SECTION:
Recognition Badges Limitations
While Recognition Badges are a great way to keep your members involved in your site, keep a few things in mind when you use
them.
Recognition Badges Setup
With just a few steps, you can set up Recognition Badges for your site and restrict who can create and give badges.
Missions
Game mechanics, such as using badges, are a great way to get your users involved in your Experience Cloud site. However, assigning
badges manually can be time consuming. Instead, use the Missions feature to assign members badges automatically. Community
managers have their say in what action earns a badge and when it can be awarded, and then Missions takes care of the rest. And
members can see which badges they haven’t yet earned, inspiring action.
Assign Recognition Badges to Experience Cloud Site Members
Assigning badges to members helps reward them for staying engaged in the Experience Cloud site.
Delete Assigned Badges
Sometimes badges are assigned to a member by mistake. If you gave the badge, you can delete it from the member’s profile page.
Use the API to Give Recognition Badges Sample Code
You can use the API to programmatically give recognition badges to Experience Cloud site members.
SEE ALSO:
Experience Cloud Recognition Badges Implementation Guide
Recognition Badges Limitations

While Recognition Badges are a great way to keep your members involved in your site, keep a few
EDITIONS
things in mind when you use them.
• Chatter must be enabled for your site. Available in: Enterprise,
• Site members with the following user licenses can see the badges that they have received, but Professional, Unlimited,
not give badges: and Developer editions.
– Customer Portal User

– High Volume Customer Portal
– Internal Portal User
– Standard Partner
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• Badges aren’t translated. The badge name and description are the same regardless of which language the member is using.
• “Review” moderation rules are not enforced for badges comments. To help prevent unwanted keywords from appearing in your
site, add your list of words to “block” or “replace” rules.
• Past activity, such as comments or likes, isn’t counted when you create a mission.
Recognition Badges Setup

With just a few steps, you can set up Recognition Badges for your site and restrict who can create
EDITIONS
and give badges.
IN THIS SECTION: Professional, Unlimited,
Enable WDC Thanks
Recognition Badges are based on the WDC Thanks feature. Enable this feature plus the ability
to restrict who can create badges before continuing in your setup.
Turn On Recognition Badges in Experience Workspaces
Turn on Recognition Badges via the Gamification Tile to finish setting up and start giving badges.
Configure Who Can Create Recognition Badges
Use permission sets, our recommended method, to choose which members can create recognition badges. Restricting who can do
so helps control the number of badges in your site and maintains the value of a badge.
Configure Who Can Assign Recognition Badges
Use permission sets, our recommended method, to choose which members can assign recognition badges. Restricting who can do
so helps control the number of badges in your site and maintains the value of a badge.
Use Components to Display Assigned Recognition Badges on Member Profiles
Use the User Profile component or the Recognition Badge component to display assigned Recognition Badges on a member’s profile.
Create, Edit, and Delete Recognition Badges
In addition to the four default badges, you can create your own to fit the needs of your site. You can edit both the default badges
and your custom badges.
Manage Who Can Assign a Specific Recognition Badge
Controlling who can assign a recognition badge helps make sure the right badges are awarded to the right members. For example,
you can set it up so that only community managers can assign MVP and VIP badges.
Display the Full List of Assigned Recognition Badges on a Member’s Profile Page
Edit the user profile layout to display the full list of assigned recognition badges on a members’ profile page.
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Enable WDC Thanks

Recognition Badges are based on the WDC Thanks feature. Enable this feature plus the ability to
EDITIONS
restrict who can create badges before continuing in your setup.
Note: You don’t need an extra WDC license to set up the Thanks feature. Available in: Enterprise,
Professional, Unlimited,
1. In Classic, from Setup, enter WDC Settings in the Quick Find box. and Developer editions.
2. Select WDC Settings.
3. Under Thanks Setting, select Enable and save. The Restrict Custom Badge Creators option is USER PERMISSIONS
now available.
To set up the Thanks feature:
4. Under Restrict Custom Badge Creators, select Enable, and save. • Customize Application
Turn On Recognition Badges in Experience Workspaces

Turn on Recognition Badges via the Gamification Tile to finish setting up and start giving badges.
EDITIONS
Before completing this task, enable WDC’s Thanks feature, configure permission sets for who can
create and give badges, and add recognition to user profile layouts. Available in: Enterprise,
1. In Experience Workspaces, click the Gamification tile.
2. In Settings, turn on Recognition Badges. A Recognition Badges section appears above Settings.
3. To see the available badges and create and manage badges, click Recognition Badges. USER PERMISSIONS
To turn on or off Recognition

Badges:
Experiences
AND
Moderate Chatter
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Configure Who Can Create Recognition Badges

Use permission sets, our recommended method, to choose which members can create recognition
EDITIONS
badges. Restricting who can do so helps control the number of badges in your site and maintains
the value of a badge. Available in: Enterprise,
Say that you create a recognition badge to be given to MVPs. Restricting who can create badges Professional, Unlimited,
helps eliminate the risk of having multiple MVP badges. Restricting who can give the badge to, say, and Developer editions.
community managers helps make sure only those members who are truly MVPs receive recognition
for it. USER PERMISSIONS
1. First, set up the permission set for creating badges. From Setup, enter Permission Sets
in the Quick Find box, then select Permission Sets. To create permission sets:
• “Manage Profiles and
2. Click New. Permission Sets”
3. Enter your permission set information. Name the permission set “Create Custom Badge To assign permission sets:
Definitions.” • “Assign Permission Sets”
4. Click System Permissions and then click Edit.
5. To add the permissions for creating a badge, select Create custom Badge Definitions permission.
6. Select Manage Assignments and add those users you want to let create badges.
Configure Who Can Assign Recognition Badges

Use permission sets, our recommended method, to choose which members can assign recognition
EDITIONS
badges. Restricting who can do so helps control the number of badges in your site and maintains
the value of a badge. Available in: Enterprise,
Note: Buttons for assigning badges appear in two places on the member’s profile. If after Professional, Unlimited,
following the steps below, your approved users don’t see the Give button at the top of a
member’s profile, under Settings, go to Users. Edit the User Page Layout and add the Give
Badge action in the Salesforce Mobile and Lightning Experience Actions section. USER PERMISSIONS
1. First, set up the permission set for assigning badges. From Setup, enter Permission Sets
To create permission sets:
in the Quick Find box, then select Permission Sets.
• “Manage Profiles and
2. Click New. Permission Sets”
3. Enter your permission set information. Name the permission set “Assign Recognition Badges To assign permission sets:
in Experience Builder Sites.” • “Assign Permission Sets”
4. Click System Permissions and then click Edit.

5. To add the permissions for assigning a badge, select Assign Recognition Badges in Experience Builder Sites permission.
6. Select Manage Assignments and add those users you want to let assign badges.
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Use Components to Display Assigned Recognition Badges on Member Profiles

Use the User Profile component or the Recognition Badge component to display assigned
EDITIONS
Recognition Badges on a member’s profile.
You can either use the User Profile component or the Recognition Badges component to allow Available in: Enterprise,
assigned badges to display on a member’s profile page. Professional, Unlimited,
1. In the User Profile component, select Show Recognition Badges.
USER PERMISSIONS
To manage page
components:
• Create And Set Up
Experiences
2. Alternatively, drag the Recognition Badges component onto the profile page.
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Create, Edit, and Delete Recognition Badges

In addition to the four default badges, you can create your own to fit the needs of your site. You
EDITIONS
can edit both the default badges and your custom badges.
1. To create a badge, in Experience Workspaces, click the Gamification tile and go to the Recognition Available in: Enterprise,
Badges section. Professional, Unlimited,
2. Click New.
3. Give your badge a name and a description and upload an image. Click Save. The Public and
Active checkboxes are selected by default. When you save, your badge is immediately available USER PERMISSIONS
to everyone with permissions to give a badge. If you want to limit who can give a badge, deselect To create recognition
Public. If you aren’t ready for it to be live, deselect Active. If you want the badge to be available badges:
for a mission, select Mission Badge. • Create Custom Badge
Definitions
To manage your recognition
badges:
Experiences
AND
Moderate Chatter
OR
Manage Experiences
AND
Moderate Chatter
To manage badges owned

by someone else:
• Modify All Data
AND
Moderate Chatter
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4. To edit the fields, go to the badge related list, click the dropdown at the end of the badge’s row, and click Edit.
5. To delete a badge, go to the badge related list, click the dropdown at the end of the badge’s row, and click Delete.
713
Manage Who Can Assign a Specific Recognition Badge

Controlling who can assign a recognition badge helps make sure the right badges are awarded to
EDITIONS
the right members. For example, you can set it up so that only community managers can assign
MVP and VIP badges. Available in: Enterprise,
By default, recognition badges are available to everyone with permission to assign badges. To be Professional, Unlimited,
able to select specific givers, make sure to deselect Public when you create or edit the badge. and Developer editions.
1. In Experience Workspaces, click the Gamification tile.

2. Click the dropdown and the end of the badge’s row, and click Manage Badge Givers. USER PERMISSIONS
3. In the window, search to add the users or public groups you want to have permission to assign To create recognition
badges. badges:
• Create Custom Badge
Definitions
badges:
Experiences
AND
Moderate Chatter
OR
Manage Experiences
AND
Moderate Chatter
To manage badges created

by someone else:
• Modify All Data
AND
Moderate Chatter
Note: Only those users with the Assign Recognition Badges in Experience Builder Sites
permission are available. You can remove members from the list by clicking the X by their
name.
4. Click Save.
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Display the Full List of Assigned Recognition Badges on a Member’s Profile Page
Edit the user profile layout to display the full list of assigned recognition badges on a members’
EDITIONS
profile page.
1. From Setup, go to Users under Customize. Select Page Layouts. Available in: Enterprise,
2. Click Edit next to User Profile Layout.
3. Click Related Lists and drag Recognition to the Related Lists section of the page layout.
USER PERMISSIONS
To update the user profile

layout:
4. Click Save.
5. Each site’s guest users have a discrete user profile. To find out which user profile layout to update, go to Experience Builder in the
site you’re working on.
6. Click Settings and select the link to the guest user profile.
7. Repeat steps 1–4 for that user profile layout.
Missions
Game mechanics, such as using badges, are a great way to get your users involved in your Experience
EDITIONS
Cloud site. However, assigning badges manually can be time consuming. Instead, use the Missions
feature to assign members badges automatically. Community managers have their say in what Available in: Enterprise,
action earns a badge and when it can be awarded, and then Missions takes care of the rest. And Professional, Unlimited,
members can see which badges they haven’t yet earned, inspiring action. and Developer editions.
Community managers create missions and choose the badge, the action, and the threshold. For
example, a mission could assign the Nice Work badge when a member answers 10 questions.
Actions you can choose from include writing a post or comment, receiving a like, and more. Members can earn each mission badge
once.
Note: Badges can only be assigned to users and by users who have Chatter enabled.
IN THIS SECTION:
Create a Mission
Create a mission, choosing an action, threshold, and badge, to automatically give badges to your members.
Display Unearned Mission Badges
Inspire members to participate more in your Experience Cloud site by showing them the badges they can earn. You can display the
unearned badges in the member’s recognition badges list.
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Create a Mission
Create a mission, choosing an action, threshold, and badge, to automatically give badges to your
EDITIONS
members.
Note: Available in: Enterprise,

• To use Missions, set up Recognition Badges. and Developer editions.
• Members only receive a mission badge once. If a member received the badge before a
mission was set up, they won’t receive it again.
USER PERMISSIONS
• Missions count activities that occurred before the missions were set up. When you set
up missions for the first time, click Reset Activity Count to restart the count for all To create recognition
activities. Be careful about resetting the counts after you have missions established, badges:
though, as the reset will erase all of your members’ progress toward earning badges. • Create Custom Badge
Definitions
1. In Experience Workspaces, click the Gamification tile and go to the Missions section. To manage your recognition
2. Click New. badges:
3. Give the mission a name and a description. Experiences
AND
Moderate Chatter
OR
Manage Experiences
AND
Moderate Chatter
To manage badges created

by someone else:
• Modify All Data
AND
Moderate Chatter
4. Select the action that the member performs.

5. Enter the threshold, which sets the total number of actions a member must repeat to earn the badge. The threshold doesn’t repeat
and badges are earned once. For example, if you set the threshold to 10, the member will receive the badge after completing the
10th action, but not the 20th.
6. Choose your preferred badge and save your changes.
Tip: To make a badge available for missions, in the Recognition Badges section, create or edit a badge and select Mission
Badge.
As a best practice, use the badge’s name and description to explain how the user can earn it.
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Display Unearned Mission Badges

Inspire members to participate more in your Experience Cloud site by showing them the badges
EDITIONS
they can earn. You can display the unearned badges in the member’s recognition badges list.
User Permissions Needed Professional, Unlimited,
To edit page components: Create and Set Up Experiences AND View Setup and Developer editions.
and Configuration
Note:
• To use Missions, set up Recognition Badges.
• Missions count activities that occurred before the missions were set up. You can reset the count when you create your mission,
but be aware that this resets all the activity counters.
1. In Experience Builder, open the Badge Received Related List page.

2. Click the User Recognition List component.
3.
Select Show unearned badges.
Assign Recognition Badges to Experience Cloud Site Members

Assigning badges to members helps reward them for staying engaged in the Experience Cloud
EDITIONS
site.
1. Open the member’s profile page. Available in: Enterprise,
2. Click either the Give Badge button at the top of the profile or the Give button on the
Recognition Badges card.
3. Choose which badge you want to assign by clicking Change badge.
USER PERMISSIONS
4. Add a message letting the member know why they’re getting the badge, and click Give.
To assign recognition
badges:
• Assign Recognition
Badges in Experience
Builder Sites
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Delete Assigned Badges

Sometimes badges are assigned to a member by mistake. If you gave the badge, you can delete it
EDITIONS
from the member’s profile page.
1. Open the profile page for the member who got the badge by mistake. Available in: Enterprise,
2. To open the Recognition Badge list view, click View All under Recognition.
USER PERMISSIONS

badges:
Experiences
AND
Moderate Chatter
OR
Manage Experiences
AND
Moderate Chatter
3. Locate the badge in the list and click the dropdown at the end of the row.
4. Click Delete.
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Use the API to Give Recognition Badges Sample Code

You can use the API to programmatically give recognition badges to Experience Cloud site members.
Assign a Recognition Badge and Notify a Member Using Apex

ID networkID = '0DBB0000000CdBaOAK';
ID badgeDefintionID = '0W1B0000000ekuJKAQ';
ID giverID = '005B0000003InDeIAK';
ID recipientID = '005B000000483dDIAQ';
String message = 'Welcome to the site';
WorkThanks thanks = new WorkThanks (

NetworkdID=networkID
GiverID=giverID,
Message=message
);
insert thanks;
WorkBadge badge = new WorkBadge(

DefinitionId=badgeDefinitionId,
NetworkID=networkID
RecipientId=recipientID,
SourceId=thanks.id
);
insert badge;
// optional: create a Chatter post on the user profile

// showing the badge. The user will be notified through
// the standard Chatter notification mechanisms.
FeedItem feedItem = new FeedItem(
NetworkScope=networkID,
ParentId=recipientID,
RelatedRecordId=thanks.id,
Body=message,
Type='RypplePost',
Visibility='AllUsers'
);
insert feedItem;
// Unfortunately, there is a limitation in the WDC API that

// prevents these 2 lines from working:
// thanks.FeedItemID = :feedItem.id;
// update thanks;
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Assign a Recognition Badge When a Member Reaches a Number of Reputation Points

To avoid assigning the same badge twice, we’ve added a custom “hasBadge_c” field on the user object.
trigger NetworkMemberTrigger on NetworkMember (after update) {
for (NetworkMember nm : Trigger.New) {
User user = [select ID, hasBadge_c from User where ID =
:nm. MemberID];
If (nm.ReputationPonts >= 40 && !user.hasBadge_c) {
WorkThanks thanks = new WorkThanks(
GiverId='005B00000036ukY',
Message='inserted by trigger',
NetworkId=nm.NetworkId);
insert thanks;
WorkBadge badge = new WorkBadge(

DefinitionId='0W1B0000000T1QBKA0',
NetworkId=nm.NetworkId,
RecipientId=nm.MemberId,
SourceId=thanks.id);
insert badge;
user.hasBadge_c = true;
update user;
}
}
}
Automatically Add Reputation Points When Badge Is Assigned to a Member

To avoid hardcoding the number of reputation points that are assigned with the badge, this example assumes that the WorkBadgeDefinition
entity has been customized with an additional "ReputationPoints__c" field.
trigger WorkBadgeTrigger on WorkBadge (after insert) {
for (WorkBadge badge : Trigger.new) {
if (badge.DefinitionId == '0W1B0000000T1QBKA0') {
WorkBadgeDefinition badgeDefinition = [select Id,
ReputationPoints_c from WorkBadgeDefinition where Id =
:badge.DefinitionId];
NetworkMember member = [select Id, ReputationPoints from
NetworkMember where MemberID = :badge.RecipientId];
member.ReputationPoints = member.ReputationPoints +
badgeDefinition.ReputationPoints_c;
update member;
}
}
}
Assign Recognition Badge When Member Creates Number of Posts or Comments

The ChatterActivity object contains the following useful fields:
• CommentCount
• CommentRecievedCount
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Set Up and Manage Experience Cloud Sites Reputation Overview
• LikeReceivedCount
• PostCount
These counters can be used to programmatically assign badges based on various thresholds. For example, members could get a badge
whenever they create 100 posts or whenever they received 100 likes.
trigger ChatterActivityTrigger on ChatterActivity (after update) {
for (ChatterActivity ca : Trigger.New) {
if (ca.PostCount >= 10) {
// TODO: assign badge to user if he hasn't received one already
}
}
}
Reputation Overview
Your reputation in the Experience Cloud site directly corresponds to how active you are. The more
EDITIONS
you post, comment, and share, the higher your reputation level will be.
Your reputation level appears on your profile page and when any user hovers over your name. It’s Available in: Salesforce
visible to other members so that they know how influential you are. When you start out, you are Classic (not available in all
at the lowest level. As you become more active, you gain points and your reputation level increases. orgs) and Lightning
Increases in reputation levels are posted to your feed. In other words, as people see you participating Experience
and sharing your knowledge, your credibility and influence grows. Available in: Enterprise,
These are the default actions that increase your reputation level. Performance, Unlimited,
• Posting
• Commenting
• Liking a post or comment
• Sharing a post
• People sharing your posts
• People commenting on your posts
• People liking your posts or comments
• Mentioning someone
• Being mentioned
• Asking a question
• Answering a question
• Receiving an answer
• Marking an answer as best
• People marking your answer as best
• Endorsing someone for knowledge on a topic
• Being endorsed for knowledge on a topic
Your administrator defines the activities that help you gain points. They also set the number of points for each action.
IN THIS SECTION:
Enable reputation so that site members are recognized and rewarded for participating.
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Set Up Reputation Levels

Update the default reputation levels to meet your Experience Cloud site’s needs and help motivate your members.
Set Up Reputation Points
Set up a point system to reward users for participating in the Experience Cloud site.
How is my Experience Cloud site reputation calculated?
The reputation level on your profile is calculated based on your total points.

Enable reputation so that site members are recognized and rewarded for participating.
EDITIONS
A powerful tool for a community manager is the ability to recognize individual members for their
participation. Community managers know that recognition and a little friendly competition usually Available in: Salesforce
lead to more active members. Enabling reputation turns on a default point system and set of Classic (not available in all
reputation levels in the Experience Cloud site. A community manager can personalize labels and orgs) and Lightning
point values. Experience
Members start to accrue points by performing the actions that have assigned point values. Once Available in: Enterprise,
the member exceeds the top of the level’s point threshold, they move up a level. They, and other Performance, Unlimited,
members, see their reputation level on their profile and when hovering over their name. Total points and Developer Editions
also show on member’s profiles.
Note: When you enable Reputation, Chatter influence is removed from the Contribution USER PERMISSIONS
section on the profile page.
To edit settings:
1. Open Experience Workspaces. • Create and Set Up
2. Click Administration > Preferences. Experiences
AND
3. Select Enable setup and display of reputation levels, then click Save.
Is a member of the
After you enable reputation, a default point system and set of reputation levels is available. The Experience Cloud site
default reputation points are as follows:
Action Points
Engagement
Write a post 1
Write a comment 1
Receive a comment 5
Like something 1
Receive a like 5
Share a post 1
Someone shares your post 5
Mention someone 1
If your post contains more than one @mention,
you get a point for each @mention.
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Action Points
Receive a mention 5
Questions and Answers
Ask a question 1
Answer a question 5
Receive an answer 5
Mark an answer as best 5
Your answer is marked as best 20
Knowledge
Endorsing someone for knowledge on a topic 5
Being endorsed for knowledge on a topic 20
If your selected Experience Cloud site doesn’t have Chatter enabled, the Reputation section doesn’t appear. To show the Reputation
section, go to Administration > Preferences and select Show all settings in Workspaces.
SEE ALSO:

Update the default reputation levels to meet your Experience Cloud site’s needs and help motivate
EDITIONS
your members.
When reputation is enabled, 10 default levels are added. You can add or remove levels, give each Available in: Salesforce
level a name, and update the point range and image for each level. Classic (not available in all
orgs) and Lightning
Note: An Experience Cloud site must have at least three reputation levels and can have up Experience
to 50.
1. Open Experience Workspaces. Performance, Unlimited,
2. Click Administration > Reputation Levels. and Developer Editions
From here you can:
• Upload your own image for each reputation level. To upload a new image, click the default USER PERMISSIONS
image and browse to an image file.
To update reputation levels:
Note: You can’t revert to the default reputation level images from the Salesforce • Manage Experiences
user interface. Instead, use Connect REST API. AND
• Give each level a name, such as “Beginner,” “Intermediate,” and “Expert.” If you don’t assign Is a member of the
a name, the default is used. For example, “Level 1,” “Level 2,” “Level 3.” Experience Cloud site
• Edit the point range for a level.
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When you update the higher value of a level’s point range, the lower value for the next level is automatically adjusted when you
save.
• Add more levels by clicking Add a level, located underneath the list of levels.
• Remove a level by clicking next to the level.
3. Click Save.
You can now update the point system for the site. The point system determines how many points a user gets when they perform certain
actions or when others recognize their contributions through comments, likes, and shares. Reputation level increases are posted to
member feeds.
You can translate reputation level names so that international members can view their reputation levels in the appropriate language.
In Translation Workbench, select the Reputation Level setup component and then expand the node next to your site.
SEE ALSO:

Set up a point system to reward users for participating in the Experience Cloud site.
EDITIONS
When reputation is enabled, there is a default point system setup. When users perform the actions
with assigned point values, their total points increase and they start to move towards the next Available in: Salesforce
reputation level. Classic (not available in all
orgs) and Lightning
Note: Only active users accrue points. For example, if an active user likes the post of an Experience
inactive user, the active user gets 1 point, but the inactive user gets no points.
The table shows the default events and points. Performance, Unlimited,
Action Points
Engagement USER PERMISSIONS
Write a post 1 To update reputation points:
Write a comment 1 • Manage Experiences
AND
Receive a comment 5
Is a member of the
Like something 1 Experience Cloud site
Receive a like 5
Share a post 1
Mention someone 1
If your post contains more than one @mention,
you get a point for each @mention.
Receive a mention 5
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Action Points
Ask a question 1
Answer a question 5
Receive an answer 5
Knowledge
Questions and answers in the feed are not to be confused with the Chatter Answers functionality.
Note: In orgs with reputation enabled before the Winter ’15 release, actions associated with questions and answers are available
at the time of the release. Their default point values are set to 0. The release doesn’t affect existing user reputation points, and
users don’t accrue points from these actions until you configure point values for them.
2. Click Administration > Reputation Points.
3. Update the points for each action. If you don’t want users to accrue points for a certain action, set the Points to 0.
4. Click Save.
Point totals show up on profile pages beneath the photo. Point totals are visible to anyone in the Experience Cloud site.
Tip: You can directly update reputation points for a member via the Salesforce API. You can also use Apex triggers to send custom
notifications based on changes to reputation points.
SEE ALSO:

The reputation level on your profile is calculated based on your total points.
EDITIONS
Points are accrued when you perform activities that your community manager has assigned point
values. You could also potentially gain points if your posts or comments draw reaction from other Available in: Salesforce
members. For example, your community manager may have decided that writing a post earns you Classic (not available in all
5 points. If someone else shares your post, your community manager may decide that you should orgs) and Lightning
earn 10 points because your post is influencing others to contribute. Experience
Note: Only active users accrue points. For example, if an active user likes the post of an Available in: Enterprise,
inactive user, the active user gets 1 point, but the inactive user gets no points. Performance, Unlimited,
Default point values are as follows. Keep in mind that your community manager may have
customized these values. For more information, contact your community manager.
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Action Points
Engagement
Write a post 1
Write a comment 1
Receive a comment 5
Like something 1
Receive a like 5
Share a post 1
Mention someone 1
If your post contains more than one @mention, you get a point
for each @mention.
Receive a mention 5
Ask a question 1
Answer a question 5
Receive an answer 5
Knowledge
SEE ALSO:
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Set Up and Manage Experience Cloud Sites Reporting for Experience Cloud Sites
Reporting for Experience Cloud Sites

Use reporting to see short-term and long-term trends in various areas of your Experience Cloud
EDITIONS
site. The preconfigured AppExchange package makes reporting a snap for community managers.
You can also give the power of reporting to your members. Available in: Salesforce
IN THIS SECTION: orgs) and Lightning
Experience
The Salesforce Communities Management packages give community managers an essential Available in: Enterprise,
starter set of dashboards and reports to keep tabs on activity and engagement directly in Performance, Unlimited,
Experience Workspaces. and Developer Editions
Service Community Scorecard

Track member use, service metrics, and search activity using the Service Community Scorecard.
Login History Report Codes
The Login History Report includes a Login Status Column that displays codes. Each code identifies a unique event that happens
during login. The following list describes what each code means.
Set Up Report Management for External Users—Create and Edit Reports
Partner and customer users can create, delete, and edit reports in their own personal folder or, with sufficient permission, in a privately
shared folder. You can grant partner and customer users permissions to create and edit reports through their profiles or permission
sets. After you grant the required permissions, partners and customers can use the drag-and-drop Report Builder tool.
Create custom reports to track usage, moderation, and other activity.
Experience Cloud Sites Report and Dashboard Considerations
If the Reports and Dashboards tabs are exposed in the Experience Cloud site, external users can access reports and dashboards.
Allow External Users to Access and Report on Tasks and Events
Take the following steps to give access to your portal and Experience Cloud site users to report on tasks and events.
Google Analytics™ for Salesforce Communities Package
The Google Analytics for Salesforce Communities package contains pre-configured reports that track search activity within an
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Set Up and Manage Experience Cloud Sites Report on Experience Cloud Sites with AppExchange
Packages

The Salesforce Communities Management packages give community managers an essential starter
EDITIONS
set of dashboards and reports to keep tabs on activity and engagement directly in Experience
Workspaces. Available in: Salesforce
Use the Salesforce Communities Management package to: Classic
• Take advantage of the newest features using preconfigured reports (use the latest package Available in: Enterprise,
version) Performance, Unlimited,
• View the latest metrics and rapidly spot trends and Developer Editions
• Determine how fast your Experience Cloud site is growing

• Find out who your most engaged members are USER PERMISSIONS
• Discover which discussions people and groups are most excited about To install AppExchange
• Identify areas that need attention packages:
• Download AppExchange
• Take immediate action on recent activity with Insights reports
Packages
Note: To use the preconfigured Insights reports, yourExperience Cloud site must use Chatter.
During installation, dashboard and report folders are automatically installed in your internal org. You’ll also have the option to give your
community managers access to the package contents so you don’t have to share the dashboard and report folders with them later. If
you have no previous Insights or dashboards mapped in Experience Workspaces, they are automatically mapped for you during installation.
After the package is installed, you can access your new dashboards and reports alongside all your other Salesforce dashboards and
reports. When you view the dashboards in Experience Workspaces, site-specific data is displayed.
IN THIS SECTION:
What’s New?
For Spring ’21, we added a dashboard and four reports related to question post response time. They let you know how long it takes
for a question post to be answered and how long it takes for the post to have an answer marked as best. These metrics are helpful
for determining when to increase service levels. The dashboard and reports are only available in the package with Chatter.
Install the Package
Any internal user with the necessary permissions can install the Salesforce Communities Management package, as long as Salesforce
Communities is enabled in your Salesforce org.
Upgrade Considerations
The cleanest way to upgrade the package is to completely uninstall the existing one. However, this can get complicated and may
cause you to lose your customizations. We recommend reinstalling only if you want to start clean and make sure you have only the
latest and greatest versions of our reports. If you haven’t upgraded for a few releases, the clean slate may be the best approach.
Install the Upgrade
If you have a previously installed version of the package, you can upgrade when a newer package becomes available.
Post-Upgrade Checklist
Upgrading can sometimes be tricky. We give you lots of amazing components each release, but we don’t have the power to
automatically remove components when we create a better version. Make sure you review the Unsupported Components list. If you
haven’t made any customizations to our reports and dashboards, we recommend that you delete all the unsupported components.
Insights Vs. Dashboards—What’s the Difference
Use Insight reports to view, monitor, and act on your community’s activity. These reports give you a super-focused look at a specific
area while helping you with day-to-day community management. Insights can help you prioritize your work and give you instant
access to what matters most.
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Packages

Some of the most common feedback we get is that community managers need a single dashboard providing information about
the success of a community. In Summer ‘17, we announced the Service Community Scorecard. It gives community managers for
self-service and support communities the information they need all in one place. If your community is not a service community, use
it as inspiration or a starting point to create your own scorecard.
Experience Management Insights
The Salesforce Communities Management package provides a set of reports that let you monitor recent activity and drill down to
the source to take further action.
Community Management Dashboards Descriptions
The Salesforce Communities Management package provides a set of dashboards, each with its own source reports, and a set of
custom report types. The available reports depend on whether you install the package for communities that have Chatter, or the
package for communities that don’t.
Salesforce Org Dashboard and Report Descriptions
You must view the Chatter and Licenses dashboards and reports from your internal Salesforce org.
Custom Report Type Descriptions
The reports in this package are based on a set of communities-focused custom report types, which you can customize to enhance
reporting capabilities with more fields.
The Power of Customization
The dashboard and reports provided in the package are a great start, but they may not be exactly what your community needs. With
a few simple steps, you can customize the provided dashboards and reports to suit your needs. To customize a report, open the
Reports tab and click the report name you want to modify, then click Customize.
Install the Salesforce Case Deflection Reporting Package to see how well the Contact Support Form and Case Deflection components
actually deflect cases from being created. Using the Community Case Deflection Metrics dashboard, get real-time metrics on potential
and confirmed case deflections, the most helpful articles and discussions, and the least helpful articles and discussions.
Unsupported Components
The following list identifies which reports are not supported in this release. If you are installing the package for the first time or are
installing the package from scratch, you don’t need to worry about these as they will not show up. If you are updating, be sure to
remove these components.
SEE ALSO:
What’s New?
For Spring ’21, we added a dashboard and four reports related to question post response time. They
EDITIONS
let you know how long it takes for a question post to be answered and how long it takes for the
post to have an answer marked as best. These metrics are helpful for determining when to increase Available in: Available in:
service levels. The dashboard and reports are only available in the package with Chatter. Enterprise, Performance,
Tip: The symbol identifies all the new components in this release.
Editions
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Packages
Report Abbreviations
Notice one or two letters or symbols at the front of some report names? They’re a bit of shorthand to help keep the report names at a
reasonable length. Here’s a quick rundown of what they mean.
• # - Number of Records
• A - Activity
• C - Content
• CH - Chatter
• CH D - Chatter Activity by Department
• G - Groups
• L - Logins
• L - CC - Logins for Customer Community License
• L - CP - Logins for Customer Community Plus License
• L - PC - Logins for Partner Community License
• M - Members
• MO - Moderation
• O - Overview
• Q - Questions
• R - Recommendations
• S - Self-Service Community
• T - Topics
Enable Experience Workspaces

Experience Workspaces is our fantastic new community management interface, and the replacement for the old Community Management
Console. Eventually all the orgs will move to Experience Workspaces. Now is a great time to explore all the new management tools not
found on the Community Management Console. To enable Experience Workspaces, in Setup, enter Communities in the Quick Find
box and click Communities Settings. Under Community Management Settings, select Enable Experience Workspaces. Experience
Workspaces are enabled by default in all orgs created after Spring ’17.
Note: Internet Explorer® version 11 doesn’t support Experience Workspaces.
What’s Different Between Experience Workspaces and Community Management?

Experience Workspaces offers a streamlined area to access all the tools that you need for building, managing, and tracking your community.
Even though it looks different, everything you use is still there. Some things have been moved around a bit.
• Engagement reports have been moved into the Dashboard workspace. Reporting dashboards and your Home dashboards are also
located in the Dashboard workspace.
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Packages
• Moderation pages have been organized into separate areas within the Moderation workspace. You can access moderation Insights
from the Home tab and create and customize moderation rules, member criteria, and content criteria from the Rules tab.
• Want to jump to another workspace from the workspace you are in? It’s easy! Click the icon in the upper-left corner and a navigation
dropdown menu appears. You can also switch between communities without leaving Experience Workspaces.
Note: We encourage you to switch to Experience Workspaces, as no further enhancements are coming to the Community
Management Console.
IN THIS SECTION:
Salesforce Community Management Package with Chatter
The Experience Management package delivers the insights, dashboards, reports, and moderation controls community managers
need, to drive adoption, monitor engagement, and build a vibrant community.
Salesforce Community Management Package Without Chatter
The Experience Management package delivers the dashboards and reports community managers use, to drive adoption, monitor
engagement, and build a vibrant community.
Salesforce Community Management Package with Chatter

The Experience Management package delivers the insights, dashboards, reports, and moderation
EDITIONS
controls community managers need, to drive adoption, monitor engagement, and build a vibrant
community. Available in: Salesforce
In this addition to version 14.0, we added four reports and a dashboard: Classic (not available in all
orgs) and Lightning
• Question Response Time Dashboard
Experience
• Average Time to First Answer
• Average Time to Best Answer
• Avg Time to First Answer for Topics List and Developer Editions
• Avg Time to Best Answer for Topics List
Unsupported old reports and dashboards—if you’re upgrading, remove these components manually.
Salesforce Community Management Package Without Chatter

The Experience Management package delivers the dashboards and reports community managers
EDITIONS
use, to drive adoption, monitor engagement, and build a vibrant community.
The most recent version is 9.0. Available in: Salesforce
Unsupported Components—if you’re upgrading, remove these components manually
orgs) and Lightning
Experience

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Install the Package

Any internal user with the necessary permissions can install the Salesforce Communities Management
EDITIONS
package, as long as Salesforce Communities is enabled in your Salesforce org.
If you’re upgrading from a previous version of this package, review the Upgrade Considerations Available in: Salesforce
and then follow the steps in Install the Upgrade. Be sure to check the unsupported components Classic (not available in all
list and delete them from your organization. orgs) and Lightning
Experience
Note: To install the version of the package for Communities with Chatter, Chatter must be
enabled. There are no prerequisites to install the version of the package for communities Available in: Enterprise,
without Chatter. Performance, Unlimited,
1. Select AppExchange from the Lightning Platform Apps drop-down list. You can also click here.
2. Search the AppExchange site for Salesforce Communities Management (for Communities with
USER PERMISSIONS
Chatter) or Salesforce Communities Management (for Communities without Chatter).
3. Click Get It Now on the application information page. If prompted, log in to the AppExchange. To install packages:
• Download AppExchange
4. Click Install in Production. Packages
5. Review the terms and conditions, select I have read and agreed to the terms and conditions,
then click Confirm and Install.
6. To grant access to the users working with the reports and dashboards, click Install for Specific Profiles.
7. Review the list of API access that the package components have been granted access to, then click Next.
8. Click Install.
Example: Report folder mapping in the Dashboard workspace of Experience Workspaces.
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Packages
If it’s your first time installing the package, or you don’t have any current mappings for your Community Management or Experience
Workspaces, the package automatically maps the Insights report folders and dashboards for you.
Note: If you have an earlier version of the package installed, consider uninstalling it before reinstalling the new version.
However, if you’ve customized any of your reports, you can upgrade the package without uninstalling your current version.
Click here for more information about what to consider when upgrading.
The Installed Package Detail page confirms when installation is complete. In your Salesforce org, look in the Reports tab for the
following folders.
Folder Name Description Package Package

with Chatter without
Chatter
Communities Provides the License Usage 1.0 dashboard.
Dashboards
Lightning Communities Includes dashboards that map to Dashboards in

Dashboards Community Management and Experience
Workspaces, including your home page.
Note: Installing the package doesn’t

auto-map a dashboard for your home page,
you must map one yourself.
Communities Reports Provides the reports used in your Community

Management dashboards. If you’re using
Experience Workspaces, these reports are used in
the dashboards in Dashboards > Reporting.
Community Provides the reports used in your Community

Management Home Management home dashboard.
Reports
Insights Adoption 2.0 Each folder includes reports for the mapped
Insights pages in Community Management >
Insights Activity 2.0 Engagement or, if you’re using Experience
Insights Files 2.0 Workspaces, in Dashboards > Engagement.
Insights Groups 2.0
Insights Self-Service 2.0
Insights Topics 2.0
Members Engagement
Moderation Audit Trail Each folder includes reports for the mapped
Insights pages in Community Management >
Moderation Flagged Moderation or, if you’re using Experience
Moderation Pending Workspaces, in Moderation > Moderate .
Moderation Users
Flagged Files Provides the Flagged Files Report.
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Folder Name Description Package Package

with Chatter without
Chatter
Flagged Messages Provides the Flagged Direct Message Report and
Flagged Private Message Report.
Misc Communities Provides reports that are feature-dependent, such

Reports as reports that require Chatter messages, direct
messages, or the community case feed.
Chatter Dashboards Provides reports and dashboards to track Chatter

Chatter Reports usage in your internal Salesforce org.
Note: These folders don’t map to anything

in Community Management or Experience
Workspaces
Note: If you are installing the package for Communities without Chatter, you also still have a Experience Management
Home Dashboards folder.
Upgrade Considerations
The cleanest way to upgrade the package is to completely uninstall the existing one. However, this
EDITIONS
can get complicated and may cause you to lose your customizations. We recommend reinstalling
only if you want to start clean and make sure you have only the latest and greatest versions of our Available in: Salesforce
reports. If you haven’t upgraded for a few releases, the clean slate may be the best approach. Classic (not available in all
If you choose to just go ahead and upgrade, don't worry--during the upgrade, your customizations orgs) and Lightning
are preserved. We don’t overwrite anything you’ve tweaked. However, we can’t port over your Experience
customizations to any new versions of reports or dashboards that we happen to be installing. That's Available in: Enterprise,
ok. The old, customized versions will keep working just fine. Performance, Unlimited,
But, if we update existing reports or dashboards, we do recommend that you recreate any and Developer Editions
customizations you’ve made and then delete the older component versions
Note: Versioning is handled at the component level: dashboards, reports, and custom report
types. If a component is updated, its version is updated. For a list of new components, see
What’s New?. Because of the way we map Insights reports in Experience Management, we
also version the Insights folders. If we make major changes to Engagement or Moderation,
we provide an updated version of each Insights folder within that page.
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Packages
Install the Upgrade

If you have a previously installed version of the package, you can upgrade when a newer package
EDITIONS
becomes available.
Upgrading doesn’t overwrite the original custom report types, dashboards, or reports. Available in: Salesforce
Important: Customizations are not ported to the new package. If we updated components orgs) and Lightning
that you’ve customized, you must recreate your customizations in the new component Experience
versions. Recreate your customizations before continuing to the next step.
1. Review the upgrade considerations. Performance, Unlimited,
2. Install the Package. Installing an upgrade is just like a clean install. After you install the package, and Developer Editions
click Reports in your internal Salesforce org to check out your new folders and components.
Dashboard and report names are suffixed with version numbers so you can easily identify the
USER PERMISSIONS
new items.
3. Review What’s New? to see if we updated any components that you’ve customized. You can To install packages:
also look for this symbol in the document to identify new components. • Download AppExchange
Packages
4. In Experience Management or the Dashboard workspace, review and update your dashboard
and Insights mappings. Click Dashboards > Settings or Engagement > Settings.
We recommend that you verify your dashboard mappings are using the latest version of all the dashboards.
5. If applicable, delete any reports, dashboards, or custom report types that were updated or are now unsupported to avoid confusion
and ensure your community managers always use the latest and greatest.
For more information, see What’s New? and Unsupported Components.
Post-Upgrade Checklist
Upgrading can sometimes be tricky. We give you lots of amazing components each release, but
EDITIONS
we don’t have the power to automatically remove components when we create a better version.
Make sure you review the Unsupported Components list. If you haven’t made any customizations Available in: Salesforce
to our reports and dashboards, we recommend that you delete all the unsupported components. Classic (not available in all
If you’re upgrading to the Communities Management (for Communities with Chatter) package, orgs) and Lightning
complete these steps: Experience
• Delete all the reports in the original Insights folders and also delete those original folders. Available in: Enterprise,
Then in Community Management, update your mapping to use the Insights 2.0 folders. For Performance, Unlimited,
example, you can delete the Insights Adoption folder and all of its contents, but keep the and Developer Editions
Insights Adoption 2.0 folder. Keep in mind that if you made any customizations to the Insights
reports, they don’t port over to the updated versions, and you’ll lose those customizations if
you delete those reports.
• Make sure the License Usage 1.0 dashboard is not mapped in Community Management. View this dashboard only in your
internal Salesforce org, not in Community Management.
• If you still see version numbers on your Communities Dashboards and Communities Reports folders, remove them from the
folder names and merge all the reports into one folder. Your reports and dashboards aren’t affected by renaming the folders. Review
the list of report and dashboard folders that should be included in your org.
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Packages
Insights Vs. Dashboards—What’s the Difference

Use Insight reports to view, monitor, and act on your community’s activity. These reports give you
EDITIONS
a super-focused look at a specific area while helping you with day-to-day community management.
Insights can help you prioritize your work and give you instant access to what matters most. Available in: Salesforce
Use Dashboards to view your community’s analytics, such as metrics and trends on activity. Classic (not available in all
Dashboards give you mid-term to long-term views on adoption and engagement in your community. orgs) and Lightning
They help you monitor return on investment (ROI) and key performance indicators (KPI). Experience
You can visit theDashboards tile > Dashboards > Activity page to track total posts and Available in: Enterprise,
comments including overall contribution trends in your community. Performance, Unlimited,

Some of the most common feedback we get is that community managers need a single dashboard providing information about the
success of a community. In Summer ‘17, we announced the Service Community Scorecard. It gives community managers for self-service
and support communities the information they need all in one place. If your community is not a service community, use it as inspiration
or a starting point to create your own scorecard.
How do you get the Service Community Scorecard? If you are installing this package for the first time, it automatically maps to your
dashboards home tab. If you are updating to this package, you have to map manually.
Got it? Great! We prepopulated the scorecard to get you up and running. However, you can always customize it to best fit your community.
More info on that part in a bit. Here’s what you start out with:
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• Membership: Three reports, broken down into contributors and observers. Make sure that Reputation is on to get the most out of
the Top 10 Members by Reputation report.
– Total Members
– Daily Active Users
– Top 10 Members by Reputation
• Information Discovery: Two reports that show what users are not finding in the community. A great report to add next to these
new reports is “Most Viewed Articles”, but it’s part of a different AppExchange package. See
https://appexchange.salesforce.com/listingDetail?listingId=a0N30000003HXO9EAO for details.
– Top Unanswered Questions
– Searches with No Results (30 Days)
• New Members: Three reports that tell you how many new members have joined your community and whether they have profile
photos, a strong sign of their engagement.
– New Members (7 Days)
– New Members with Profile Pic
– New Members (90 Days)
• Cases: Three reports all about customer cases. These reports include all cases in your org, not just those cases created through the
community. We recommend marking cases created in the community so you can filter to just those particular cases.
– Cases Opened
– Case Resolution Time
– Oldest Open Cases
• Topics and Questions: Two reports that let you keep tabs on hot topics and open questions vs. questions that have been marked
with a best answer.
– Topics Most Talked About 3.0
– Questions vs. Best Answers
Ready to customize the Service Community Scorecard or use it to create your own scorecard? Go to your internal org and click the
Dashboard tab. Search for “Service Community Scorecard” and click Edit to add or remove reports or change the name of your scorecard.
SEE ALSO:
Experience Management Insights

The Salesforce Communities Management package provides a set of reports that let you monitor
EDITIONS
recent activity and drill down to the source to take further action.
Important: Insights are only available in the Communities Management AppExchange Available in: Salesforce
package with Chatter. Classic (not available in all
orgs) and Lightning
When you view Insights in Experience Management or Experience Workspaces, reports automatically Experience
display data specific to the community you’re managing. Insights reports are arranged into two
sections in the Dashboards workspace, Engagement and Moderation. Available in: Enterprise,
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Actionable Insights are available in all orgs with Communities. All you need is a report to use them with. Each Insights report has different
actions. Insights report, click to edit the actions assigned to the report. You can find more information about viewing, customizing
and configuring Insights and actions in the Salesforce help.
Tip: Insights let you know how the report is filtered.
You can edit this label to be more descriptive.

1. Use the tables in this document to identify the custom report type for your Insights report.
2. In your internal Salesforce org, from Setup enter Report Types in the Quick Find box, and then select Report Types.
3. Click the name of the custom report type you want to edit, then click Edit Layout.
4. To change a label, select the field you want to update and click Edit Properties and then save your work.
5. Verify your changes in Experience Management or Experience Workspaces.
You can learn more about editing field layouts in the Salesforce Help.
IN THIS SECTION:
Adoption Insights
Use the Adoption Insights page to monitor member activity.
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Activity Insights
Use the Activity Insights page to track posts and comments in groups.
Files Insights
Use the Files Insights page to monitor file uploads and downloads, including files receiving lots of comments. With Files Insights,
you can monitor files by community engagement and file type.
Groups Insights
Use the Groups Insights page to help manage your groups.
Moderation Insights
Use the Moderation Insights page to track flagged posts, files, messages, and content flagged by moderation rules.
Self-Service Insights
Use the Self-Service Insights page to track questions and answers in user profiles, including questions escalated to cases.
Topics Insights
Use the Topics Insights page to keep an eye on recent topics.
Adoption Insights
Use the Adoption Insights page to monitor member activity.
With Adoption Insights, you can:
• Identify and welcome your new members
• Drive adoption and engagement in your community
• Re-engage with your community’s top contributors
Report Name Description Custom Report Type

Active Members Members who logged in to your community in the last 7 days with Network Member Activity 1.0
Chatter activity, such as a post or like.
Active Members With No Picture Members without a user profile picture who logged in to your Chatter Activity 1.0
community in the last 7 days.
Contributors Inactive For 7+ Members with the most posts and comments who are now Network Member Activity 1.0
Days 2.0 inactive. These members haven't logged in to the community in
the last 7 days, but have logged in once during the last 30 days.
This report includes only members with more than 5 posts or 5
comments.
Important: Adjust the report filters to fit your community.
Influencers Inactive For 7+ Days Members with the most likes and comments received who are Network Member Activity 1.0
2.0 now inactive. These members haven't posted in the last 7 days,
but have logged in to the community in the last 30 days. This report
includes only members with at least 5 likes or 5 received comments.
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Influencers With No Picture Members with the most likes and comments received, who have Chatter Activity 1.0
no user profile picture. This report includes only members with at
least 5 likes or 5 received comments.
New Contributors With No Members without a user profile picture, who registered in the last Chatter Activity 1.0
Picture 7 days and also posted or commented recently.
New Active Members New members who registered in the last 7 days. For the package Network Member Activity 1.0
with Chatter. the report also includes Chatter activity, such as a
post or like.
Recent Contributors 2.0 New members active in Chatter groups or user profiles in the last Network Members 3.0
7 days, sorted by most recent activity.
Recent Contributors With No New members without a user profile picture, active in Chatter Network Members 3.0
Picture groups or user profiles in the last 7 days, sorted by most recent
activity.
Recent Logins Successful External users with the most recent successful logins to the Network Login History 5.0
community during the last 7 days. This report only includes direct
logins to the community. If a user logs into an org and then
switches to a community, their login activity isn't included.
Activity Insights
Use the Activity Insights page to track posts and comments in groups.
With Activity Insights, you can:
• Moderate recent discussions, including identifying posts with no comments
• Monitor your community’s hot discussions
• Moderate group activity from new members

New Discussions 2.0 New group discussions created in the last 7 days, sorted by the Network Groups Activity 3.0
newest post.
New Members' Comments 2.0 Group comments created in the last 7 days by a member who Network Groups Activity 3.0
registered in the last 30 days. This report is sorted by the highest
number of likes.
New Members' Posts 2.0 Group posts created in the last 7 days by a member who registered Network Groups Activity 3.0
in the last 30 days.
Recent Discussions Group discussions created in the last 30 days. Network Groups Activity 3.0
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Files Insights
Use the Files Insights page to monitor file uploads and downloads, including files receiving lots of comments. With Files Insights, you
can monitor files by community engagement and file type.

Files With Activity Files with comments, likes, or downloads. File and Content Report
New Image Files 2.0 Image files uploaded in the last 7 days, sorted by the most recent File and Content Report
upload.
New Office Files 3.0 Office files uploaded in the last 7 days, sorted by the most recent File and Content Report
upload.
New Video Files 2.0 Video files uploaded in the last 7 days, sorted by the most recent File and Content Report
upload.
Recent Files (All) 2.0 Files uploaded in the last 7 days, sorted by the most recent upload. File and Content Report
Groups Insights
Use the Groups Insights page to help manage your groups.
With Groups Insights, you can:
• Moderate newly created groups
• Manage groups with deactivated or inactive owners
• Manage groups that will soon be archived

Best Answers From Groups 1.0 Best Answers created in last 7 days from Groups, sorted by the Network Group Q&A Activity 1.0
most recent answers.
Groups Recently Archived 2.0 Groups that were automatically archived in the last 15 days, sorted Network Group Membership 3.0
by the most recent contribution date. The report doesn't include
groups manually archived by a user.
Groups Soon To Be Archived 2.0 Groups that are scheduled to be archived in the next 15 days, sorted Network Group Membership 3.0
by the soonest archive date.
Groups With Deactivated Groups with owners that are deactivated. These groups are active Network Group Membership 3.0
Owners 2.0 and haven't been archived.
Groups With Inactive Owners 2.0 Groups with owners who didn't log in to the community in the Network Group Membership 3.0
last 30 days. These groups are active and haven't been archived.
New Groups Groups added in the last 7 days. Network Group Membership 3.0
Questions From Groups 1.0 Questions created in the last 7 days from groups, sorted by most Network Groups Q & A Activity
recent. 1.0
Questions With New Answers Questions with answers created in last 7 days from groups, sorted Network Groups Q & A Activity
From Groups by most recent answer. 1.0
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Questions Without Answers Questions created in the last 7 days without answers from groups, Network Groups Q & A Activity
From Groups 1.0 sorted by most recent question. 1.0
Questions With Answers From Questions created in the last 7 days with answers from new groups, Network Groups Q & A Activity
New Groups 1.0 sorted by most recent question. 1.0
Questions From New Groups 1.0 Questions created in the last 7 days from groups, sorted by most Network Groups Q & A Activity
recent question. 1.0
Moderation Insights
Use the Moderation Insights page to track flagged posts, files, messages, and content flagged by moderation rules.
With Moderation Insights, you can:
• Monitor content blocked, flagged, or replaced by rules
• Monitor spammers or new members
• Monitor types of flagged messages including notes from customer
• Monitor private messages from new members (for details, see the Misc Communities Reports section)

Flagged Comments 3.0 Comments flagged in the last 7 days. Network Moderation Flagged
Comments 2.0
Flagged Files 3.0 Files flagged in the last 7 days. Network Moderation Flagged
Files 2.0
Flagged Private Messages 3.0 Chatter messages flagged in the last 7 days. Network Moderation Flagged
Messages 2.0
Flagged Direct Messages 2.0 Direct Messages flagged in the last 7 days. Network Moderation Flagged
Direct Messages 1.0
Flagged Posts 3.0 Posts flagged in the last 7 days. Network Moderation Flagged
Posts 2.0
Frozen Members 2.0 Members frozen in the last 7 days. Network Frozen Members 2.0
Posts Pending Approval Feed posts pending approval. Network Posts Pending Approval
2.0
Moderation Audit 2.0 All moderation audits in the last 7 days. This includes flagging by Network Activity Audit 1.0
users, moderation rules, and moderator actions.
Self-Service Insights
Use the Self-Service Insights page to track questions and answers in user profiles, including questions escalated to cases.
With Self-Service Insights, you can monitor and act on:
• Recently-created questions
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• Questions and answers from new members to help drive adoption

• Questions escalated to cases (for details, see the Misc Communities Reports on page 771 section)
Note: This Insights page supports communities using the Customer Service template.

Best Answers 2.0 Questions with a best answer added in the last 7 days. Network User Activity 3.0
Best Answers From External Questions with a best answer from an external user added in the Network User Activity 3.0
Members 2.0 last 7 days.
Questions 2.0 Questions added in the last 7 days. Network User Activity 3.0
Questions From New Members Questions added in the last 7 days by new members. A member Network User Activity 3.0
2.0 is considered new if they joined the community less than 30 days
ago.
Questions With Answers From Questions with answers from new members in the last 7 days. A Network User Activity 3.0
New Mem 2.0 member is considered new if they joined the community less than
30 days ago. This report is sorted by the most recent question.
Questions With New Answers Questions with a new answer that has been added in the last 7 Network User Activity 3.0
2.0 days. This report is sorted by the most recent answer.
Questions Without A Best Questions with answers in the last 7 days that still don't have a Network User Activity 3.0
Answer 2.0 best answer.
Questions Without Answers 2.0 Questions added in the last 7 days that haven't been answered. Network User Activity 3.0
Questions With and Without All community questions, including answer count, and whether Network Feed Activity
Best Answers there is a best answer.
Topics Insights
Use the Topics Insights page to keep an eye on recent topics.
With Topics Insights, you can:
• Manage topic assignments
• Monitor new topics

Topics Added 2.0 Topics created in the last 7 days. Network Topics 3.0
Topics Assigned 2.0 Topics assigned in the last 7 days. Network Topic Assignments 3.0
Topics Most Talked About 2.0 Topics created in the last 7 days with the highest “Talked About” Network Topics 3.0
score.
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Community Management Dashboards Descriptions

The Salesforce Communities Management package provides a set of dashboards, each with its own
EDITIONS
source reports, and a set of custom report types. The available reports depend on whether you
install the package for communities that have Chatter, or the package for communities that don’t. Available in: Salesforce
After installing the package, when you view the dashboards from Experience Management or Classic (not available in all
Experience Workspaces, reports automatically display data specific to the community you’re accessing orgs) and Lightning
the report from. To view data from across all your communities, view the dashboard in your internal Experience
Salesforce org. Available in: Enterprise,
Important: For the package without Chatter, you only get: two home dashboards and the Performance, Unlimited,
Overview, Members, and Licenses Usage dashboards. and Developer Editions
Note:
• Trending metrics are calculated daily and the calculation starts the day after a release.
Trending metrics work only in Salesforce orgs with an active status. To collect trending
metrics in non-active orgs, contact Salesforce.
• Filtering is not supported on standard report types.
IN THIS SECTION:
Use the Service Community Scorecard dashboard to track member use, service metrics, and search activity.
Home Dashboard and Reports
When you access Experience Management, your home dashboard is the first thing you see. It ensures that you stay up to date and
is customizable to fit your community needs.
Overview Dashboard and Reports
Use the Overview dashboard to track membership growth, login trends, and members’ post and comment activity in Chatter.
Activity Dashboard and Reports
Use the Activity dashboard to track engagement and activity levels, based on members’ Chatter activity.
Chatter Edits Reports
Use these reports to track Chatter edits in your community.
Community Search Dashboard and Reports
Use the Community Search Dashboard to track search activity in the community.
Files Dashboard and Reports
Use the Content dashboard to track content uploads, downloads, engagement, and content creators.
Custom Recommendations Dashboard and Reports
Use the Custom Recommendations dashboard to see how your community's custom recommendations are doing.
Groups Dashboard and Reports
Use the Groups dashboard to monitor feed and member activity in Chatter groups.
Members Dashboard and Reports
Use the Members dashboard to track community membership, new members added, and external member logins over time.
Moderation Dashboard and Reports
Use the Moderation dashboard to track community moderators’ and members’ flagging activity.
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Q&A Dashboard and Reports

Use the Q & A dashboard to track recent activity for questions, answers, and best answers posted in groups
Self-Service Dashboard and Reports
The Self-Service dashboard tracks activity in the self-service template.
Question Response Time Dashboard and Reports
Use the Question Response Time dashboard and reports to determine how long it takes for questions to get a response.
Topics Dashboard and Reports
Use the Topics dashboard to track your community topics.
Misc Communities Reports
The reports provided in this folder are feature-dependent or require special user permissions. You can add these reports to Insights
folders or dashboards in Experience Management or Experience Workspaces. These reports are provided in the Misc Communities
Reports folder.

Use the Service Community Scorecard dashboard to track member use, service metrics, and search activity.
Understanding the health of your self-service community takes more than just keeping up with spam. Healthy communities allow for
effective collaboration, provide quick resolutions to issues, and are full of engaged, active members. The Service Community Scorecard
helps you track all this information in one place.

Total Members Total Number of community members. Network Members 3.0
Daily Active Users Daily report of contributors and observers in the community. Network User Participation Daily
Metrics
Top 10 Members By Reputation Top 10 community members ranked by Reputation points. Network Members 2.0
Top Unanswered Questions Top unanswered questions with the most likes. Network User Activity 2.0
Searches With No Results (30 Searches yielding zero results within the last 30 days. Community Search 2.0
Days)
New Members (7 Days) New members within the last 7 days. Network Members 3.0
New Members with Profile Pic New member report indicating which members have added a Network Members 3.0
profile picture and which have not.
New Members (90 Days) New members within the last 90 days. Network Membership Daily
Metrics 2.0
Cases Opened Ratio of open cases to closed cases. Cases
Case Resolution Time Weekly report on the average case resolution time. Cases
Oldest Open Cases Report on open cases ranked from oldest to newest. Cases
Topics Most Talked About 3.0 Topics created in the last 7 days with the highest “Talked About” Network Topics 3.0
score.
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Questions vs. Best Answers Daily report comparing the number of questions asked to the Network Activity Daily Metrics
number of best answers given. 2.0
Active Members Number of active members. Network Members 3.0
Home Dashboard and Reports

When you access Experience Management, your home dashboard is the first thing you see. It ensures that you stay up to date and is
customizable to fit your community needs.
In Summer '17, we are shipping a new dashboard called Service Community Scorecard as the default Home dashboard. If you have a
service community, this is definitely the Home dashboard you will want to use.
If you have another type of community, you may want to pick from the older set of Home dashboards available. We provide dashboards
for short-term and long-term data, with options for self-service communities and communities with or without Chatter.
Note: If you are installing the package for the first time, you will automatically see the Service Community Scorecard as your
Home dashboard. If you are upgrading, you will have to map the scorecard to Home manually.
To change the mapping of the dashboard, go to Dashboards > Settings in Experience Management. If you’ve enabled Experience
Workspaces, the Home dashboard is in the Dashboards workspace.
IN THIS SECTION:
Home Dashboards
For the package with Chatter, these dashboards are provided in the Lightning Communities Dashboards folder. For the package
without Chatter, these dashboards are in the Community Management Home Dashboards folder.
Home Reports
These reports are provided in the Community Management Home Reports folder.
Home Dashboards
For the package with Chatter, these dashboards are provided in the Lightning Communities Dashboards folder. For the package
without Chatter, these dashboards are in the Community Management Home Dashboards folder.
Dashboard Name Description Package with Package

Chatter Without Chatter
Service Community Scorecard Dashboard for communities with Chatter.
Activity in Your Community

in the Last 90 Days
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Dashboard Name Description Package with Package

Chatter Without Chatter
in the Last 12 Months
Activity in Your Self-Service Dashboard for self-service communities, such as communities

Community in the Last 90 using the Napili template.
Days
Activity in Your Self-Service

Community in the Last 12
Months
Activity in Your Community Dashboard for communities without Chatter.

in the Last 30 Days

in the Last 12 Months
Home Reports
These reports are provided in the Community Management Home Reports folder.
Report Name Description Custom Report Type Package Package

with Chatter Without
Chatter
Active Contributors Total number of members who created a post or Network Login History
comment in the last 30 days in groups of user 5.0
profiles.
Active Users Total number of external users who logged in at Network Login History
least once in the last 30 days. 5.0
Answers Total number of answers in the last 30 days. Network Activity Daily
Metrics 2.0
Best Answers Total number of best answers in the last 30 days. Network Activity Daily
Metrics 2.0
Best Answers - Daily Daily trending report on best answers in the last Network Activity Daily
Trend 30 days. Metrics 2.0
Best Answers - Monthly Monthly trending report on best answers in your Network Activity Daily
Trend community. Metrics 2.0
Best Answers - Weekly Weekly trending report on best answers in your Network Activity Daily
Trend community. Metrics 2.0
Comments Total number of comments in groups and user Network Activity Daily
profiles in the last 30 days. Metrics 2.0
Contributions Total number of posts and comments in the last Network Activity Daily
30 days across groups and user profiles. Metrics 2.0
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Chatter
Contributions - Monthly Monthly trending report on the number of posts Network Activity Daily
Trend and comments in groups or user profiles in your Metrics 2.0
community.
Contributions - Weekly Weekly trending report on the number of posts Network Activity Daily
Trend and comments in groups or user profiles in the Metrics 2.0
last 90 days.
File Activity - Monthly Monthly trending report on the total number of File and Content Report
Trend files uploaded and downloaded in groups or user
profiles in the last 12 months.
File Downloads Total number of files downloaded from groups File and Content Report
or user profiles in the last 30 days.
File Uploads Total number of files uploaded to groups or user File and Content Report
profiles in the last 30 days.
Logins Total number of logins to the community in the Network Membership

last 30 days. Daily Metrics 2.0
Logins - Daily Trend Daily trending report on member logins in the Network Membership
last 30 days. This report doesn't include Daily Metrics 2.0
employees who log in to your internal Salesforce
org and then switch to the community.
Logins - Monthly Trend Monthly trending report on member logins in Network Membership
your community. This report doesn't include Daily Metrics 2.0
employees who log in to your internal Salesforce
org and then switch to the community.
Logins External - Monthly trending report on customer and partner Network Membership
Monthly Trend member logins in your community. This report Daily Metrics 2.0
doesn't include logins from employees.
Members Total number of members in the community. Network Members 3.0
New Members Total number of new members added to the Network Membership
community in the last 30 days. Daily Metrics 2.0
New Members - Monthly trending report on new members added Network Membership
Monthly Trend in your community. Daily Metrics 2.0
Page Views - Monthly Monthly trending report on the daily page views Network Public Usage
Trend generated by guest users in your community. Daily Metrics 2.0
Page Views - Weekly Weekly trending report on the daily page views Network Public Usage
Trend generated by guest users in your community. Daily Metrics 2.0
Posts Total number of posts in groups and user profiles Network Activity Daily
in the last 30 days. Metrics 2.0
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Chatter
Q&A - Monthly Trend Monthly trending report on questions and Network Activity Daily
answers in your community. Metrics 2.0
Q&A - Weekly Trend Weekly trending report on questions and answers Network Activity Daily
in your community. Metrics 2.0
Questions Total number of questions in the last 30 days. Network Activity Daily
Metrics 2.0
Topics Total number of topics assigned to discussions in Network Topic

groups or user profiles in the last 30 days. Assignments 3.0
Total Daily New Total number of new members added to the Network Membership
Members community in the last 30 days. Daily Metrics 2.0
Unique Contributors - Daily trending report on the number of unique Network Public Usage
Daily Trend daily contributors in the last 30 days. A unique Daily Metrics 2.0
contributor is someone who posts or comments
at least once in groups or user profiles.
Unique Contributors - Monthly trending report on the average unique Network Unique
Monthly Trend daily contributors in your community. A unique Contributor Daily
contributor is someone who posts or comments Metrics 2.0
at least once in groups or user profiles.
Unique Visitors - Monthly trending report of the daily unique Network Public Usage
Monthly Trend visitors, people that visited the community at least Daily Metrics 2.0
once that day, in the last 12 months.
Overview Dashboard and Reports

Use the Overview dashboard to track membership growth, login trends, and members’ post and comment activity in Chatter.
With this dashboard, you can see:
• How contributions are trending
• How group membership is trending
• How topics and assignments are trending
• How question and answers are trending
• How files are trending
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Important: For information about the reports provided in the Overview dashboard for the package without Chatter, refer to
what’s installed in your org.
Report Name Description Custom Report On Dashboard?

Type
C - File Activity L90D Reports on the number of uploads and downloads in your File and Content
community in the last 90 days. Report
Contributions - Weekly Trend Weekly trending report on the number of posts and Network Activity
comments in groups or user profiles in the last 90 days. Daily Metrics 2.0
Daily Unique Contributors Unique members contributing a post or comment in the last Network Unique
(Last 90 Days) 90 days. Contributor Daily
Metrics 2.0
MO - Flags L90D Trending report of flagged content in your community in the Network
last 90 days. Moderation 2.0
New Members (Last 90 Days Newly joined members in the last 90 days. Network
Trend) Membership Daily
Metrics 2.0
O - External Logins L90D External logins by community member type in the last 90 Network
days. Membership Daily
Metrics 2.0
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Type
T - Topics Assigned L90D Topics assigned in the last 90 days. Network Topic
Assignments 3.0
T - Topics Created L90D Topics added in the last 90 days. Network Topics 2.0
Activity Dashboard and Reports

Use the Activity dashboard to track engagement and activity levels, based on members’ Chatter activity.
With this dashboard, you can answer:
• How many posts and comments are there?
• How many members are contributing and are there any members that aren’t contributing?
• Which posts are the most commented on or liked?
Important: This dashboard and its reports are only available in the package with Chatter.
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Packages

Type
A - # Comments Total number of comments in groups and user profiles. Network Activity
Daily Metrics 2.0
A - # Comments L30D Total number of comments in groups and user profiles in the Network Activity
last 30 days. Daily Metrics 2.0
A - # Comments Per Post The average number of comments per post. Network Activity
Daily Metrics 2.0
A - # Comments Per Post The average number of comments per post in the last 30 Network Activity
L30D days. Daily Metrics 2.0
A - # Members Contributing Members who have contributed to Chatter in the last 30 days. Network Members
L30D 2.0
A - # Members Who Never Members who have never contributed to Chatter. Network Members
Contributed 2.0
A - # Posts Total number of posts in groups and user profiles. Network Activity
Daily Metrics 2.0
A - # Posts L30D Total number of posts in groups and user profiles in the last Network Activity
30 days. Daily Metrics 2.0
A - Contributions By Member Trending report on posts and comments in the last 90 days Network Activity
Type L90D in groups and user profiles, sorted by member type. Daily Metrics 2.0
A - Contributions L90D Trending report on posts and comments in the last 90 days Network Activity
in groups and user profiles. Daily Metrics 2.0
A - Unique Contributors By Unique members contributing a post or comment in the last Network Unique
Type L90D 90 days. Contributor Daily
Metrics 2.0
Daily Unique Contributors Unique members contributing a post or comment on a given Network Unique
(Last 90 Days) day in the last 90 days. Contributor Daily
Metrics 2.0
Chatter Edits Reports

Use these reports to track Chatter edits in your community.
These reports aren’t associated with a dashboard, but you can find them in the Communities Reports folder.
Important: These reports are only available in the package with Chatter.
Tip: If you want to report on Chatter edits in your internal Salesforce org, use the reports in the Chatter Reports folder.

CH - # Chatter Edits Number of Chatter edits made in the community. Network Chatter Edits 1.0
752
Packages

CH - Chatter Edits By Feed Type Distribution of community Chatter edits by feed type: posts or Network Chatter Edits 1.0
comments.
CH - Chatter Edits By Member Distribution of community Chatter edits by member type: internal, Network Chatter Edits 1.0
Type partner, or customer.
CH - Daily Chatter Edits L30D Daily trend of Chatter edits in the community. Network Chatter Edits 1.0
Community Search Dashboard and Reports

Use the Community Search Dashboard to track search activity in the community.
With the Community Search Dashboard, you can track:
• Which search terms are community members using?
• How many members are searching for a term on a specific day?
• How many community users are logged in when they enter a search term?
• What type of community member is searching for a term?
Important: This dashboard and its reports are available only in communities using the Customer Service template using an
uncustomized Search component. Search reports can only run in production environments. Reports show the last 30 days of
information because that is the amount of information stored. Metrics are tracked only in the Global Search Results component.

Type
Autocomplete Click-Through What percentage of autocomplete search results had a Community
% (Last 30 Days) successful click? Searches 2.0
753
Packages

Type
Autocomplete Search Usage Are users clicking on suggested search results? Community
(30 Days) Searches 2.0
Logged-In vs Guest Search How many community users are logged in when they enter Community
(Last 30 Days) 2.0 a search term? Searches 2.0
Note: This report has

been enhanced in the
current package.
Most Autocomplete Clicks (30 Which search terms led to the most clicks of suggested search Community
Days) results? Searches 2.0
Number of Results Per Term How many search results are returned per search term? Community
(30 Days) Searches 2.0
Search Frequency by Term Which search terms are community members using? Community
(Last 30 Days) 2.0 Searches 2.0

current package.
Searches by Member Type What type of community member is searching for a term? Community
(Last 30 Days) 2.0 Searches 2.0

current package.
Search Result Outcomes (30 How many searches had results? Community
days) Searches 2.0
Searches w/ No Results, by Which search terms had zero results on any given day? Community
Day (30 Days) Searches 2.0
Searches w/ No Results by What type of community member is searching for a term, Community
Type (30 Days) and did it have results? Searches 2.0
Searches with Zero Results (30 How many search results are returned per search term? Community
Days) Searches 2.0
Files Dashboard and Reports

Use the Content dashboard to track content uploads, downloads, engagement, and content creators.
• How many file uploads and downloads are there?
• Are there any file trends?
• What type of files are being distributed the most or least?
754
Packages
• How is file engagement?

• Which members are driving file engagement?

Type
C - # File Contributions The total number of file contributions, defined as posts and File and Content
comments. Report
C - # File Downloads The total number of files downloaded. File and Content
Report
C - # File Likes The total number of file likes. File and Content
Report
C - # File Shares The total number of files shares. File and Content
Report
C - # File Uploads The total number of files uploaded. File and Content
Report
C - File Activity By File Type Reports on the types of files uploaded and downloaded in File and Content
L90D your community. Report
755
Packages

Type
C - File Activity L90D Reports on the number of uploads and downloads in your
community in the last 90 days.
C - File Sharing Monthly Monthly trending report on the number of file shares in your File and Content
community. Report
C - File Uploads Distribution Distribution of files uploaded by file type. File and Content
By Type Report
C - New Files Trending By Files uploaded in the last 30 days with the most posts and File and Content
Contributions comments. Report
C - New Files Trending By Files uploaded in the last 30 days with the most downloads. File and Content
Downloads Report
C - New Files Trending By Files uploaded in the last 30 days with the most likes. File and Content
Likes Report
C - Top 10 Users - Most File Top 10 users who received the largest number of posts and File and Content
Contrib L30D comments on their files in the last 30 days. Report
Note: This report is not included on the Content

dashboard. If you want to use it, edit the dashboard
and remove an existing report to add it.
C - Top 10 Users - Most File Top 10 users who received the largest number of likes on File and Content
Likes L30D their files in the last 30 days. Report
Note: This report is not included on the Content

dashboard. If you want to use it, edit the dashboard
and remove an existing report to add it.
C - Top 10 Users - Most File Top 10 users who uploaded the largest number of files. File and Content
Uploads Report
Custom Recommendations Dashboard and Reports

Use the Custom Recommendations dashboard to see how your community's custom recommendations are doing.
You can see how often your recommendations are viewed, clicked, or dismissed. You can view data for individual recommendations or
across channels.
With this dashboard you can answer:
• Which recommendations are being clicked the most?
• Which recommendations are being rejected the most?
• Are my custom channels helping my recommendations?
756
Packages
IN THIS SECTION:
Recommendations FAQ
Frequently asked questions about recommendations.
Recommendations FAQ
Frequently asked questions about recommendations.
What does it mean when a recommendation is served?
A recommendation is served when it's displayed on a page, including when the page refreshes.
What does it mean when a recommendation is accepted?
A recommendation is accepted when a member clicks the button text, such as "Buy Now."
What does it mean when a recommendation is rejected?
A recommendation is rejected when a member clicks "I'm not interested."
How is the acceptance rate calculated?
The acceptance rate equals the total number of times a member clicks the recommendation, divided by the total number times the
recommendation was served (displayed) in your community. For example, if a custom recommendation is clicked by 100 members and
it was served 1,000 times, the acceptance rate is 10%.
How is the rejection rate calculated?
The rejection rate equals the total number of times a member dismisses the recommendation, divided by the total number of times the
recommendation was served (displayed) in your community. For example, if a custom recommendation is dismissed 100 times and it
was served 1,000 times, the rejection rate is 10%.
What are channels?
757
Packages
Channels group recommendations together so you can determine where they show up in your community.

Type
R - Channel Details for your custom recommendation channels. This Network Custom
Recommendations Details includes information about your channels being served the Recommendations
most, accepted the most, or rejected the most. 1.0
R - Channel Custom recommendation channel trends by acceptance rate, Network Custom

Recommendations L90D rejection rate, and number of times it was served (displayed) Recommendations
in the last 90 days. 1.0
R - Custom Details for your custom recommendations. This includes Network Custom
Recommendations Details information about your recommendations being served the Recommendations
most, accepted the most, or rejected the most. 1.0
R - Custom Top custom recommendations over time. This includes details Network Custom
Recommendations L90D about how many of your custom recommendations were Recommendations
served, accepted (clicked), or rejected (dismissed) in the last 1.0
90 days.
Groups Dashboard and Reports

Use the Groups dashboard to monitor feed and member activity in Chatter groups.
• Which groups are most active?
• Which groups are growing the fastest?
• Who are the top contributors?
• How many posts and comments are there in groups?
758
Packages

Type
G - # Group Comments Total number of comments in active groups. Network Group
Activity 3.0
G - # Group Comments L30D Total number of comments in active groups, in the last 30 Network Group
days. Activity 3.0
G - # Group Comments Per Total number of comments per post in groups, in the last 30 Network Activity
Post days. Daily Metrics 2.0
G - # Group Comments Per Total number of comments per post in groups. Network Activity
Post L30D Daily Metrics 2.0
G - # Group Members Total number of active members across all non-archived Network Group
groups. Members 2.0
G - # Group Members Added Total number of active members added in the last 30 days Network Group
L30D across all non-archived groups. Members 2.0
G - # Group Posts Total number of posts in active groups. Network Group

Activity 3.0
G - # Group Posts L30D Total number of posts in active groups, in the last 30 days. Network Group
Activity 3.0
759
Packages

Type
G - # Groups Total number of groups. Network Group
Membership 2.0
G - # Groups Added L30D Total number of active groups created in the last 30 days. Network Group
Membership 2.0
G - Active Groups L90D Reports on groups with activity, such as posts and comments, Network Group
in the last 90 days. Activity 3.0
G - Group Activity L90D Trend on the number of posts and comments in your groups Network Activity
in the last 90 days. Daily Metrics 2.0
G - Group Activity By User Reports on the number of contributions in groups by user Network Activity
Type L90D type, such as partner, customer, or employee in the last 90 Daily Metrics 2.0
days.
G - Top 10 Groups By Top groups by contributions. Network Group

Contributions Activity 3.0
G - Top 10 Groups By Top groups by members. Excludes members of archived Network Group
Members groups and inactive users. Activity 3.0
Group Posts By Type Posts in groups by post type. Network Group

Activity 3.0
Members Dashboard and Reports

Use the Members dashboard to track community membership, new members added, and external member logins over time.
• How many members are there and how many are new?
• Which members are logging in the most?
• Which new members are logging in the most?
Tip: If your community is not using the reputation feature, you can remove the reports and metrics associated with the feature.
Important: For information about the reports provided in the Members dashboard for the package without Chatter, refer to
what’s installed in your org.
760
Packages

Type
M - # Member Logins L30D Total number of members who logged in during the last 30 Network Login
days. History 5.0
M - # Members Total number of active members. Network Members

2.0
M - # Members Added L30D Total number of active members added to the community Network Members
in the last 30 days. 2.0
M - Members By Reputation Total number of members by reputation level. To use this Network Members
Level report, you must update the Reputation Level field and map 2.0
it to your reputation levels and points.
M - Members With No Profile Reports on members without a user profile photo. Network Members
Photo 2.0
M - Top 10 Members By Top 10 members with the highest reputation points. Network Members
Reputation Points 2.0
Members by Type Total number of members by type. Network Members

2.0
761
Packages

Type
New Members (Last 90 Days New members in the last 90 days. Network
Trend) Membership Daily
Metrics 2.0
New Member 1.0 Total number of new members added to the community in New Members
the last 7 days.
O - External Logins L90D External logins by community member type in the last 90 Network
days. Membership Daily
Metrics 2.0
Moderation Dashboard and Reports

Use the Moderation dashboard to track community moderators’ and members’ flagging activity.
• How many flags are there?
• Who is flagging content?
• Who is removing flags?
• How many private messages are being sent?
762
Packages

Type
MO - # Flagged Items Deleted Total number of flagged items deleted by moderators. Network
Moderation 2.0
MO - # Flags Total number of flagged items. Network

Moderation 2.0
MO - # Flags L30D Total number of flagged items in the last 30 days. Network
Moderation 2.0
MO - # Flags Removed Total number of flags removed by moderators or users Network

unflagging content. Moderation 2.0
MO - # Messages Sent Total number of private messages sent in the community. Network Private
Messages 2.0
MO - # Messages Sent L30D Total number of private messages sent in the last 30 days in Network Private
the community
Messages 2.0
MO - Flags L90D Trending report of flagged content in your community in the Network
last 90 days. Moderation 2.0
763
Packages

Type
MO - Flagged Item Location Reports on the location of your flagged content, in user Network
profiles or in groups. Moderation 2.0
MO - Flagged Item Type Flagged content in your community sorted by object type, Network
such as files, posts, comments, and private messages. Moderation 2.0
MO - Moderator Action Reports on the action taken by the moderator, such as Network
removing the flag on a post or deleting the flagged post. Moderation 2.0
MO - Rule Action Reports on moderation actions, such as blocked, flagged, or Network

replace. Moderation 2.0
MO - Rule Activity L90D Trending report on moderation rule activity in your Network
community in the last 90 days. Moderation 2.0
MO - Top 10 Message Senders Top 10 members sending the most private messages in the Network Private
L30D last 30 days.
Messages 2.0
Q&A Dashboard and Reports

Use the Q & A dashboard to track recent activity for questions, answers, and best answers posted in groups
To track the same activity in user profiles, use the Self-Service Dashboard. With this dashboard you can answer:
• How many questions and answers are there per month?
• How many unanswered questions are there?
• How many questions without best answers are there?
• Who are the top question creators and question responders?
• How are questions and answers trending?
764
Packages

Type
Q - # Answers in Groups Total number of answers in groups. Network Group
Activity 2.0
Q - # Answers in Groups L30D Total number of answers in groups in the last 30 days. Network Group
Activity 2.0
Q - # Best Answers in Groups Total number of best answers in groups. Network Group
Activity 2.0
Q - # Questions in Groups Total number of questions posted in groups. Network Group

Activity 2.0
Q - # Questions in Groups Total number of questions posted in groups in the last 30 Network Group
L30D days. Activity 2.0
Q - # Unanswered Questions Total number of unanswered questions in groups. Network Group

in Groups Activity 2.0
Q - % Of Qs With Best Percentage of answered questions that have best answers in Network Group
Answers in Groups groups. Activity 2.0
Q - Answered Questions Answered questions in groups in the last 90 days. Network Group
Groups L90D Activity 2.0
765
Packages

Type
Q - Answers in Groups L90D Trend of answers in groups in the last 90 days. Network Activity
Daily Metrics 2.0
Q - Best Answers in Groups Trend of best answers in groups in the last 90 days. Network Activity
L90D Daily Metrics 2.0
Q - Questions in Groups L90D Trend of questions in groups in the last 90 days. Network Activity
Daily Metrics 2.0
Q - Top 10 Best Q Responders Top 10 users responding to questions with the best answers. Network Group
Q - Top 10 Question Creators Top 10 users with the most questions Network Group
Q - Top 10 Question Top 10 users responding to questions Network Group

Responders in Groups Activity 2.0
Q - Unanswered Questions Unanswered questions in groups in the last 90 days. Network Group
Groups L90D Activity 2.0
Unanswered Questions Number of unanswered questions. New Members 1.0
Self-Service Dashboard and Reports

The Self-Service dashboard tracks activity in the self-service template.
You can track recent activity for questions and answers posted on user profiles. To track the same activity in groups, use the Q&A
Dashboard and Reports. With this dashboard you can answer:
• How many questions, unanswered questions, and answers there are in users profiles?
• How many daily page views and unauthenticated unique visitors does my community have?
• Who is creating and responding to questions?
766
Packages

Type
S - # Answers in User Profiles Total number of answers in user profiles. Network User
Activity 2.0
S - # Answers in User Profiles Total number of answers in the last 30 days in user profiles. Network User
L30D Activity 2.0
S - # Average Page Views per Average number of page views per unique visitor. Network Public
UV Usage Daily Metrics
2.0
S - # Best Answers in User Total number of best answers in user profiles. Network User
Profiles Activity 2.0
S - # Page Views L30D Total number of page views in the last 30 days. Network Public
Usage Daily Metrics
2.0
S - # Questions in User Profiles Total number of questions posted in user profiles. Network User
Activity 2.0
S - # Questions in User Profiles Total number of questions posted in the last 30 days in user Network User
L30D profiles. Activity 2.0
767
Packages

Type
S - # Unanswered Qs in User Total number of unanswered questions in user profiles. Network User
S - % Of Qs With Best Answer Percentage of answered questions that have best answers in Network User
User Profile user profiles. Activity 2.0
S - Answers By User Type Answers in the last 90 days grouped by user type, such as Network Activity
L90D partner, customer, or employee. Daily Metrics 2.0
S - Answers in User Profiles Answers in the last 90 days. Network Activity

S - Avg Page Views By Visitors Reports on the average page views generated by visitors for Network Public
L90D the last 90 days. Usage Daily Metrics
2.0
S - Best Answers By User Type Best answers in the last 90 days grouped by user type, such Network Activity
L90D as partner, customer, or employee. Daily Metrics 2.0
S - Best Answers in User Best answers in the last 90 days. Network Activity
Profiles L90D Daily Metrics 2.0
S - Page Views L90D Reports on the number of page views generated by guest Network Public
users for the last 90 days in your self-service community. Usage Daily Metrics
2.0
Note: The number of page views might not match
other analytics tools, as all tools use different methods
for counting page views.
S - Questions By User Type Questions in the last 90 days grouped by user type, such as Network Activity
L90D partner, customer, or employee. Daily Metrics 2.0
S - Questions in User Profiles Questions in the last 90 days. Network Activity

S - Top 10 Best Q Respd in Top 10 users responding to questions with the best answer. Network User
User Profiles Activity 2.0
S - Top 10 Q Creators in User Top 10 users with the most questions. Network User
S - Top 10 Q Responders in Top 10 users responding to questions. Network User

User Profiles Activity 2.0
S - Unique Visitors L90D Reports on unauthenticated unique visitors, who visited the Network Public
site at least once that week, in the last 90 days in your Usage Daily Metrics
self-service community. This includes visitors accessing the 2.0
login and logout pages.
768
Packages
Question Response Time Dashboard and Reports

Use the Question Response Time dashboard and reports to determine how long it takes for questions to get a response.
The Question Response Time dashboard answers questions like:
• How long does it take for questions to get a first answer?
• How long does it take for questions to get a best answer?
These metrics can be retrieved for any list of groups or topics.
Report Name Description Custom Report Type On

Dashboard?
Average Time to First Average length of time it takes for a question post to NetworkFeedResponseMetric
Answer get a first answer.
Average Time to Best Average length of time it takes for a question post to NetworkFeedResponseMetric
Answer get a best answer.
Avg Time to First Answer for Average length of time it takes for a question post to NetworkFeedResponseMetric
Topics List get a first answer in a list of topics.
Avg Time to Best Answer for Average length of time it takes for a question post to NetworkFeedResponseMetric
Topics List get a best answer in a list of topics.
Topics Dashboard and Reports

Use the Topics dashboard to track your community topics.
• How are topics trending?
• How many topics are getting assigned?
• Who’s assigning topics?
769
Packages
• Which topics are being talked about?

Type
T - # Topics Total number of topics. Network Topics 2.0
T - # Topics Added L30D Total number of topics added in the last 30 days. Network Topics 2.0
T - # Topics Assigned Total number of topics assigned. Network Topic

Assignments 3.0
T - # Topics Assigned L30D Total number of topics assigned in the last 30 days. Network Topic
Assignments 3.0
T - Top 10 Topic Assigners Top 10 users with the largest number of topics assigned. Network Topic
Assignments 3.0
T - Top 10 Topic Assigners Top 10 users with the largest number of topics assigned in Network Topic
L30D the last 30 days. Assignments 3.0
T - Top 10 Topics By Top 10 topics with the most assignments. Network Topic
Assignment Assignments 3.0
770
Packages

Type
T - Top 10 Topics By Top 10 topics with the most assignments in the last 30 days. Network Topic
Assignment L30D Assignments 3.0
T - Top 10 Trending Topics Top 10 topics with the largest number of “Talking About” Network Topics 2.0
indicators.
T - Topics Assignments By Distribution of topic assignments sorted by the Record Types Network Topic
Record Type field (unmapped record types show as Other). Assignments 3.0
Note: You can create values for the Record Types field
to map custom objects or other types that are not
predefined.
T - Topics Assigned L90D Reports on the number of topics assigned in the last 90 days. Network Topic
Assignments 3.0
T - Topics Created L90D Trending report on the number of topics created in the last Network Topics 2.0
90 days.
Misc Communities Reports

The reports provided in this folder are feature-dependent or require special user permissions. You can add these reports to Insights
folders or dashboards in Experience Management or Experience Workspaces. These reports are provided in the Misc Communities
Reports folder.
Report Name Description Requires Custom Report

Type
Cases Total number of questions that escalated to cases in the Org preference - Enable Network Cases
last 30 days. Question-to-Case in 1.0
Communities
Tip: You can use this report on your Home
Dashboards.
Community CDN Usage Displays the community’s content delivery network (CDN) CDN Usage
Report consumption by domain.
Escalated To Case Questions that have been escalated to cases. Org preference - Enable Network Cases
Question-to-Case in 1.0
Tip: We recommend that you add this report to Communities
the Insights Self-Service folder so you can view
this report in Community Management or
Experience Workspaces.
771
Packages
Report Name Description Requires Custom Report

Type
Escalated To Case Closed Questions that have been escalated to cases and closed Org preference - Enable Network Cases
in the last 7 days. Question-to-Case in 1.0
Communities
Tip: We recommend that you add this report to
the Insights Self-Service folder so you can view
this report in Community Management or
Experience Workspaces.
Messages From New Private messages sent by external users in the last 7 days. Org preference - Network Private
Members This report only includes messages sent by external users Enable Private Messages Messages 3.0
who registered in the last 7 days.
User permission - “Manage
Tip: We recommend that you add this report to Chatter Messages”
the Moderation Audit Trail folder so you can
view this report in Community Management or Important: You
Experience Workspaces. need this user
permission to see
the report in your
org.
Questions Escalated - Monthly trending report on questions escalated to cases Org preference - Enable Network Cases
Monthly Trend in your community. Question-to-Case in 1.0
Communities
Tip: You can use this report on your Community
Management Home dashboard or in Experience
Workspacesunder Dashboards > Home.
Questions Escalated - Weekly trending report on the number of questions Org preference - Enable Network Cases
Weekly Trend escalated to cases in your community in the last 90 days. Question-to-Case in 1.0
Communities
Tip: You can use this report on your Community
Management Home dashboard or in Experience
Workspaces under Dashboards > Home.
Related Questions CTR The click-through rate for the Related Questions (RQ) Related Questions CTR 1.0
widget, which is the ratio of the number of times a user
clicked on the RQ widget compared to the number of
times the widget was shown
772
Packages
Salesforce Org Dashboard and Report Descriptions

You must view the Chatter and Licenses dashboards and reports from your internal Salesforce org.
EDITIONS
IN THIS SECTION: Available in: Salesforce

Chatter Dashboard and Report
orgs) and Lightning
Use the Chatter dashboards and reports to track Chatter usage in your internal Salesforce org. Experience
License Usage Dashboard and Reports
Use the License Usage 1.0 dashboard to track usage of login-based and named-user licenses Performance, Unlimited,
so you can optimize license usage and plan for growth. and Developer Editions
Chatter Dashboard and Report

Use the Chatter dashboards and reports to track Chatter usage in your internal Salesforce org.
EDITIONS
Internal Salesforce Org
You must view these dashboards and reports from your internal Salesforce org. If you previously
installed the Salesforce Chatter Dashboards package, you must uninstall that package and use the
orgs) and Lightning
reports and dashboards provided here instead. You can find these reports and dashboards in the
Experience
Chatter Reports and Chatter Dashboards folders.
Important: These dashboard and reports are only available in the package with Chatter. Performance, Unlimited,
Warning: If you customize these Chatter reports and remove the Networks filter, they will
report on Chatter usage across your entire Salesforce org, including usage from your internal
org and your communities. If you view these Chatter dashboards or reports from within
Community Management or Experience Workspaces, only community-specific data is
displayed. To create a report that returns data only from your internal org, use the Network:
Name less than ! filter.
For detailed information about the Chatter dashboards, reports, and custom report types, see Get Started with Chatter Dashboards. The
following components are provided in the Chatter Dashboards package:
• Chatter Overview dashboard and reports
• Chatter Adoption by Department dashboard and reports
• Chatter Files dashboard and reports
• Chatter Groups dashboard and reports
• Chatter Management dashboard and reports
• Chatter Q&A dashboard and reports
• Chatter Topics dashboard and reports
• Chatter User dashboard and reports
• Chatter Custom Report Types
• Chatter Edits reports
License Usage Dashboard and Reports

Use the License Usage 1.0 dashboard to track usage of login-based and named-user licenses so you can optimize license usage and plan
for growth.
773
Packages

• If you need to adjust your allocated license usage
• Monthly and daily tracking of your license usage
• Predict and stop possible overages based on monthly trends
The reports in this dashboard only track community licenses. To track portal licenses, clone the reports and update the license filter.
You can find these reports and dashboards in the Communities Reports and Communities Dashboards folders.
Important: View this dashboard only from your internal Salesforce org’s Dashboards tab. Viewing this dashboard in Community
Management or Experience Workspaces displays incorrect data as the license metrics become community- specific and not
org-wide. For this reason, we recommend that you don’t map this dashboard in Community Management or Experience Workspaces
774
Packages
Note: Customize gauge reports to provide relevant ranges based on your actual number of licenses. To edit the dashboard click
Edit Attributes on the report you want to customize. For Breakpoint 2 (set by default to 100), enter your number of allocated
licenses. For Breakpoint 1 (set by default to 80), enter 80% of your allocated licenses. For Maximum (set by default to 120), enter
120% of your allocated licenses. You can also change the breakpoints to any percentage you want. For example, if you have 50
licenses, you would change 80 to 40, 100 to 50, and 120 to 60.
Report Name Description Custom Package with Package

Report Type Chatter without
Chatter
L - CC Login-based - Monthly number of logins for users with a Customer Network Login
Monthly Logins 2.0 Community login-based license in descending order. History 5.0
L - CC User-based - Monthly number of logins for users with a Customer Network Login
Monthly Logins 2.0 Community user-based license in descending order. History 5.0
L - # Cust Comm All Number of active members on a Customer Network Login

Active Lic 2.0 Community license across all communities. History 5.0
L - # Cust Comm All Number of Customer Community licenses allocated Network Login
Allocated Lic 2.0 in this Salesforce org across all communities. History 5.0
L - # Cust Comm Login Number of community members created with the Network Login
Members Customer Community login-based license. (The History 5.0
Network Tenant Usage Entitlement custom report
type is no longer supported in this package. Use the
Cust Comm Login Members report to get a detailed
report of usage.)
L - # Cust Comm Logins Number of monthly logins allocated for the Customer Network Login
All Alloct 2.0 Community login-based license in this Salesforce org History 5.0
across all communities.
L - CCP Login-based - Monthly number of logins for user with a Customer Network Login
Monthly Logins 1.0 Community Plus user-based license in descending History 5.0
order.
L - CCP User-based - Monthly number of logins for users with a Customer Network Login
Monthly Logins 2.0 Community Plus user-based license in descending History 5.0
order.
775
Packages

Chatter
L - # Cust Comm Plus All Number of active members on a Customer Network Login
Active Lic Community Plus license across all communities. History 5.0
L - # Cust Comm Plus All Number of Customer Community Plus licenses Network Login
Alloct Lic 2.0 allocated in this Salesforce org across all communities. History 5.0
L - # Cust Comm Plus Number of community members created with the Network Login
Login Members Customer Community Plus login-based license. History 5.0
L - # Cust Comm Plus Number of monthly logins allocated for the Customer Network Login
Logins All Alloct 2.0 Community Plus login-based license in this Salesforce History 5.0
org across all communities.
L - # Partner Comm All Number of active members on a Partner Community Network Login
Active Lic license across all communities. History 5.0
L - # Partner Comm All Number of Partner Community licenses allocated in Network Login
Allocated Lic 2.0 this Salesforce org across all communities. History 5.0
L - # Partner Comm Number of monthly logins allocated for the Partner Network Login
Logins All Alloct 2.0 Community login-based license in this Salesforce org History 5.0
across all communities.
L - # Partner Comm Login Number of community members created with the Network Login
Members Partner Community login-based license. History 5.0
L - Cust Comm License Customer Community user license usage across all Network Login
Usage communities. This report counts the number of users History 5.0
created with a Customer Community license.
L - Cust Comm Login Monthly trend of Customer Community logins Network Login
Monthly Trend 2.0 compared to your allocation. History 5.0
L - Cust Comm Login The current month's usage of Customer Community Network Login
Monthly Usage 2.0 logins compared to your monthly allocation. History 5.0
Important: To use this report, you must

specify your license limits.
L - Cust Comm Plus Customer Community Plus user license usage across Network Login
License Usage all communities. This report counts the number of History 5.0
users created with a Customer Community Plus
license.

L - Cust Comm Plus Login Monthly trend of Customer Community Plus logins Network Login
776
Packages

Chatter
L - Cust Comm Plus Login The current month's usage of Customer Community Network Login
Monthly Usage 2.0 Plus logins compared to your monthly allocation. History 5.0

L - Member Distribution The distribution of members by license type: Network Login

By License Type member-based or login-based. History 5.0
L - Partner Comm License Partner Community user license usage across all Network Login
Usage communities. This report counts the number of users History 5.0
created with a Partner Community license.

L - Partner Comm Login Monthly trend of Partner Community logins Network Login
L - Partner Comm Login The current month's usage of Partner Community Network Login
Monthly Usage 2.0 logins compared to your monthly allocation. History 5.0

L - PC Login-based - Monthly number of logins for users with a Partner Network Login
Monthly Logins 1.0 Community login-based license in descending order. History 5.0
L - PC User-based - Monthly number of logins for users with a partner Network Login
Monthly Logins 1.0 Community user-based license in descending order. History 5.0
L - Public Page Views - Monthly trending report on the daily page views Network Login
Monthly Trend generated by guest users in your community. History 5.0
L - Yearly Public Page Yearly report on the daily page views generated by Network Login
Views guest users in your community. History 5.0
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Packages
Custom Report Type Descriptions

The reports in this package are based on a set of communities-focused custom report types, which
EDITIONS
you can customize to enhance reporting capabilities with more fields.
Tip: Items in custom report types that reference a user or member, such as Created By, Available in: Salesforce
contain the following user lookup fields: LastLoginDate, Department, Country, Role, and Classic (not available in all
orgs) and Lightning
Profile. You can specify these additional fields to display in your report by editing the custom
Experience
report type from Setup. Open the custom report type details, click Edit Layout, and then
click Add fields related via lookup. Available in: Enterprise,
The Network Members object includes member lookup fields. With access to this detail, you can Performance, Unlimited,
repurpose member reports to report on other things such as accounts. For example, you can make and Developer Editions
a copy of a member report and then add the User.Account field through the Network Members
lookup fields. This approach allows you to use the Top 10 Members By Contribution report to create
a new report called Top 10 Accounts by Contributor report. You can customize reports to provide data on the top active and inactive
accounts based on the number of logins over a specific time range.
Note: Currently, you can’t report on the number of accounts by type. Also, the following custom report types don’t track internal
users who log in to a community from their internal Salesforce org.
Custom Report Type Description Package with Package

Name Chatter without Chatter
CDN Usage Provides the amount of content delivery network (CDN) usage
consumed by an org, listed by domain.
Chatter Activity 1.0 Provides information on Chatter user activity such as, posts,
comments, and likes. The user metrics are calculated against
the user activity on groups and user profiles in your
organization.
Chatter Activity Daily Metrics Provides daily trending metrics on posts and comments
1.0 created in groups and user profiles in your organization.
Reports based on this custom report type get data from
system jobs.
Chatter Edits 1.0 Provides information on Chatter edits.
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Packages

Chatter Group Members 1.0 Provides information on groups and their members, such as
the date a member joined the group.
Chatter Groups Activity 1.0 Provides information on group activity, such as posts,
comments, and likes, and group contributors. Use this custom
report type to report on overall group activity, by member
type and by feed item type (for example: post or question
poll).
Chatter Knowledgeable Users Provides information on knowledgeable users in your

1.0 organization.
Chatter Topic Assignments Provides information on topic assignments. Use this custom
1.0 report type to report on the number of assignments, your top
assigners, and assignments by object types. You can also use
it to find topics with the most assignments.
Chatter Topics 1.0 Provides information on trending topics, topic assigners, and
more.
Chatter Unique Contributor Provides information on daily unique visitors across groups
Daily Metrics 1.0 and user profiles in your organization.
Chatter User Activity 1.0 Provides information on user profiles such as posts, comments,
and likes, and profile contributors. Use this custom report
type to report on overall user profile activity, by member type
and by feed item type (for example, post or question poll).
Community Searches 2.0 Provides information about community’s search behavior.
File and Content Report Use this standard report type to track file adoption and
engagement for Chatter in your internal Salesforce org or in
communities. You can also track file properties (such as file
version and size), file uploads, downloads, shares, links, link
views, and who uploaded the content.
Network Activity Audit 1.0 Provides information about flagging and moderation activity
in a community.
Network Activity Daily Metrics Provides information for chatter activity on profiles and groups
2.0 by internal, customer, and partner member types. Reports
based on this custom report type get data from system jobs.
Network Cases 1.0 Provides information about cases in your Salesforce org.
Network Chatter Edits 1.0 Provides information on Chatter edits in the community.
Network Comments Pending Provides information about your community's feed comments
Approval 1.0 that are pending approval.
Network Custom Provides information about the custom recommendations

Recommendations 1.0 and channels in your community including; details about the
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Packages

acceptance rate, rejection rate, and number of times a
recommendation was served.
Network Feed Activity Provides information about the activity in your community’s
feed, including questions and answers.
Network Group Membership Provides information on groups and their members, such as
3.0 the date a member joined the group and the member type
(internal, customer, or partner).
Network Groups Activity 3.0 Provides information on group activity (posts, comments, and
likes) and group contributors. Use this custom report type to
report on overall group activity, by member type and by feed
item type (for example: post or question poll).
Network Groups Q & A Provides information about your community groups' question
Activity 1.0 and answer activities.
Network Login History 5.0 Provides detailed metrics about the external users (partners
or customers) logging into a community. This custom report
type doesn’t include logins for internal users accessing the
community from their internal Salesforce org. (The Network
Tenant Usage Entitlement custom report type is no longer
supported in this package. Lookup Network > Network
Members > Login History from the Network Login History 5.0
custom report type to get a detailed report of usage)
Network Member Activity 1.0 Provides high-level metrics about community member
adoption and engagement.
Network Members 3.0 Provides information on community members. The Network

Members entity exposes all user record fields.
Network Membership Daily Provides the number of internal and external members.
Metrics 2.0
Network Frozen Members 2.0 Provides information about all your community's frozen
members. Reports based on this custom report type get data
from system jobs.
Network Moderation Flagged Provides information about all of your community's direct
Direct Messages 1.0 messages which have been flagged by the users.
Network Moderation Flagged Provides information about all your community's feed
Comments 2.0 comments which are flagged by the users.
Network Moderation Flagged Provides information about all your community's files which
Files 2.0 are flagged by the users.
Network Moderation Flagged Provides information about all your community's Chatter
Messages 2.0 messages which are flagged by the users.
780
Packages


been enhanced for
this version
Network Moderation Flagged Provides information about all your community's feed posts
Posts 2.0 which are flagged by the users.
Network Posts Pending Provides information about all your community's feeds posts
Approval 2.0 which are pending approval.
Network Private Messages 3.0 Provides information on private messages sent in a

community, including who sent them.
Network Public Usage Daily Provides information on daily public page views by guest
Metrics 2.0 users. Reports based on this custom report type get data from
system jobs. Guest users are assigned a random identifier that
is used to generate the daily report and then discarded.
Network Topic Assignments Provides information on topic assignments in a community.

3.0 Use this custom report type to report on the number of
assignments, your top assigners, and assignments by object
types. You can also use it to find topics with the most
assignments.
Network Topics 3.0 Provides information on trending topics, topic assignments,

topic assigners, and more.
Network Unique Contributor Provides information on daily unique visitors across groups
Daily Metrics 2.0 and user profiles, by member type (internal, customer, and
partner). Reports based on this custom report type get data
from system jobs.
Network User Activity 3.0 Provides information on user profile activity (such as posts,
comments, and likes) and profile contributors. Use this custom
report type to report on overall user profile activity, by
member type and by feed item type (for example, post or
question poll).
Network User Licenses 1.0 Provides information about community user license usage.
The Usage Entitlement is a license bucket that includes
Customer Community Logins, Customer Community
Members, Partner Community Logins, and Partner Community
Members (tracking both community and portal licenses
assigned to the community). The Customer Community
Members and Partner Community Members bucket fields
track name-based users per community. The Customer
Community Logins and Partner Community Logins bucket
fields track login-based users across communities.
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Packages

The Amount Used field indicates how many licenses were
used that week. The Amount Allowed field indicates how
many licenses the customer purchased (either named-users
or logins per month).
Network User Participation Provides information about whether a user is a contributor

Daily Metrics or an observer in a community. Reports based on this custom
report type get data from system jobs.
Related Questions CTR 1.0 Provides information about the number of times a user clicks
on the Related Questions widget compared to the number
of times it is shown.
The Power of Customization

The dashboard and reports provided in the package are a great start, but they may not be exactly
EDITIONS
what your community needs. With a few simple steps, you can customize the provided dashboards
and reports to suit your needs. To customize a report, open the Reports tab and click the report Available in: Salesforce
name you want to modify, then click Customize. Classic (not available in all
orgs) and Lightning
Customize the Date Filter Available in: Enterprise,

For reports that specify a date filter, you can customize these reports to provide any date range. Performance, Unlimited,
Add or Remove Columns from Reports
If a report includes a column that isn’t useful to you, remove it. If you want more data displayed,
add another column. To add a column, double-click the additional field from the Fields pane, and reorder the columns if you want
to. To remove a column, click the column and select Remove Column.
Change the Grouping of a Report
You can change the report grouping to better fit your community or internal Salesforce org.
Add More Filter Logic
You can add more filters to a report. For example, you can filter a report to only show external users or a subset of groups.
Report on New Data
You can also report on new data by adding custom lookup fields to the custom report types.
782
Packages
Customize the Date Filter

For reports that specify a date filter, you can customize these reports to provide any date range.
EDITIONS
You can also change the Date Field to report on other objects in the report. Try customizing the
G- # Group Members Added L30D report. Available in: Salesforce
orgs) and Lightning
Experience

For more information, see Filter Report Data, Notes about Filtering on Types of Fields and Values, and Relative Date Filter Reference.
Add or Remove Columns from Reports

If a report includes a column that isn’t useful to you, remove it. If you want more data displayed,
EDITIONS
add another column. To add a column, double-click the additional field from the Fields pane, and
reorder the columns if you want to. To remove a column, click the column and select Remove Available in: Salesforce
Column. Classic (not available in all
orgs) and Lightning
Experience

For more information, see Report Fields in Salesforce Help.
Change the Grouping of a Report

You can change the report grouping to better fit your community or internal Salesforce org.
EDITIONS
For example, if a report is grouped by department, you can group by country instead. Try customizing
the CH D - Group Membership By Dept report. Available in: Salesforce
1. In the Fields pane, drag the new field you want to group by into the Preview pane area that
orgs) and Lightning
says Drop a field here to create a grouping.
Experience
2. In the Preview pane, click the old grouping field and select Remove Group.
3. On your new grouping field, click the dropdown and select Sort Group By and select the Performance, Unlimited,
relevant data you want to sort by. and Developer Editions
For more information, see Group Your Report Data.
783
Packages
Add More Filter Logic

You can add more filters to a report. For example, you can filter a report to only show external users
EDITIONS
or a subset of groups.
To add a filter, click Add and then specify the field. Available in: Salesforce
Adding a User Type filter:
orgs) and Lightning
Experience

Added Group filter:
For more information, see Add Filter Logic and Filter Your Report Data in Salesforce Help.
Report on New Data

You can also report on new data by adding custom lookup fields to the custom report types.
EDITIONS
This type of customization is useful if you want to expose more user fields or custom fields that
you’ve added to contacts. See the Custom Report Type Descriptions section for more information. Available in: Salesforce
orgs) and Lightning
Experience

784
Packages

Install the Salesforce Case Deflection Reporting Package to see how well the Contact Support Form
EDITIONS
and Case Deflection components actually deflect cases from being created. Using the Community
Case Deflection Metrics dashboard, get real-time metrics on potential and confirmed case deflections, Available in: Salesforce
the most helpful articles and discussions, and the least helpful articles and discussions. Classic (not available in all
During installation, dashboard and report folders are automatically installed in your internal org. If orgs) and Lightning
you have no previous dashboards mapped in Community Management or Experience Workspaces, Experience
they are automatically mapped for you during installation. Available in: Enterprise,
After the package is installed, you can access your new dashboards and reports alongside all your Performance, Unlimited,
other Salesforce dashboards and reports. When you view the dashboards in Community Management and Developer Editions
or Experience Workspaces, community-specific data is displayed.
With this dashboard, you can answer: USER PERMISSIONS
• How many confirmed, potential, and unsuccessful deflections are in my community? To install AppExchange
• Which articles are the most helpful for deflecting cases? packages:
• Which discussions are the most helpful for deflecting cases? • Download AppExchange
Packages
Important: This dashboard and its reports are only available in orgs using Salesforce
Knowledge. The reports show data from the previous 30 days, and the system keeps the data
for 30 days.

Type
Overall Case Deflection Shows if a case was deflected, potentially deflected, or not Community Case
deflected. Deflection Metrics
Most Helpful Articles These articles have the most confirmed and potential Community Case
deflections. Deflection Metrics
785
Packages

Type
Most Helpful Discussions These discussions have the most confirmed and potential Community Case
deflections. Deflection Metrics
Articles with the Most Articles with the most confirmed deflections. Community Case
Deflections Deflection Metrics
Articles with Potential Articles with the most potential deflections. Community Case
Articles with Unsuccessful Articles that didn’t deflect any cases. Community Case
Discussions with the Most Discussions with the most confirmed deflections. Community Case
Discussions with Potential Discussions with the most potential deflections. Community Case
Discussions with Unsuccessful Discussions that didn’t deflect any cases. Community Case
Unsupported Components
The following list identifies which reports are not supported in this release. If you are installing the
EDITIONS
package for the first time or are installing the package from scratch, you don’t need to worry about
these as they will not show up. If you are updating, be sure to remove these components. Available in: Salesforce
Tip: The symbol identifies all the newly unsupported components in this release.
orgs) and Lightning
The following components are unsupported: Experience
From the Communities Dashboards6 folder: Available in: Enterprise,

• Activity 2.0 (and previous versions) Performance, Unlimited,
• Content 3.0 (and previous versions)
• Communities Search Dashboard (replaced with version 2.0)
• Groups 2.0 (and previous versions)
• Licenses 5.0 (and previous versions)
• Members 2.0 (and previous versions)
• Moderation 2.0 (and previous versions)
• Overview 2.0 (and previous versions)
• Q&A 2.0 (and previous versions)
• Self-Service 2.0 (and previous versions)
• Topics 3.0 (and previous versions)
From the Communities Reports7 folder:
6
You might have an older version of this folder called Communities Dashboards 2.0.
7
You might have an older version of this folder called Communities Reports 2.0.
786
Packages
• A - Comments L30D
• A - Posts L30D
• A - Posts With Most Comments L30D
• A - Posts With Most Likes L30D
• A - Unique Daily Contributors L30D
• C - File Engagement Monthly
• C - File Uploads & Downloads Monthly
• C - Top 10 Files By Contributions
• C - Top 10 Files By Downloads
• C - Top 10 Files By Likes
• C - Top 10 Files By Shares
• C - Top 10 Users - Most File Contrib
• C - Top 10 Users - Most File Uploads L30
• C - Top 10 Users - Most Liked Files
• Daily Search Frequency (Last 30 Days)
• G - Least Active Groups L30D
• G - Most Active Groups L30D
• G - Top 10 Group Commenters
• G - Top 10 Group Posters
• Group Comments (Last 30 Days Trend)
• Group Posts (Last 30 Days Trend)
• L - # Cust Comm All Allocated Lic
• L - # Cust Comm Logins All Alloct (replaced with 2.0 version)
• L - # Cust Comm Plus All Allocated Lic
• L - # Cust Comm Plus Logins All Alloct (replaced with 2.0 version)
• L - # Partner Comm All Allocated Lic
• L - # Partner Comm Logins All Alloct (replaced with 2.0 version)
• L - CC Login-based - Monthly Logins (replaced with 2.0 version)
• L - CC User-based - Monthly Logins (replaced with 2.0 version)
• L - CCP Login-based - Monthly Logins (replaced with 2.0 version)
• L - CCP User-based - Monthly Logins (replaced with 2.0 version)
• L - Cust Comm Login Monthly Usage (replaced with 2.0 version)
• L - Cust Comm Login Monthly Trend
• L - Cust Comm Member Usage
• L - Cust Comm Plus Member Usage
• L - Cust Comm Plus Login Monthly Trend (replaced with 2.0 version)
• L - Cust Comm Plus Login Monthly Usage (replaced with 2.0 version)
• L - PC Login-based - Monthly Logins (replaced with 2.0 version)
• L - Partner Comm Login Monthly Trend (replaced with 2.0 version)
• L - Partner Comm Login Monthly Usage(replaced with 2.0 version)
787
Packages
• L - Partner Comm Member Usage

• Logins Used by Customer Licenses
• Logins Used by Partner Licenses
• M - Top 10 Members By Login
• M - Top 10 New Members By Logins
• Member-based Customer Licenses Used
• Member-based Partner Licenses Used
• Member Logins (Last 30 Days Trend)
• Member Logins (Last 30 Days)
• Member Logins (Last 90 Days Trend)
• Members (Last 30 Days Trend)
8
• Members (Last 90 Days Trend)
• MO - Top 10 Flagged Items
• MO - Top 10 Flagged Members
• MO - Top 10 Members Who Flag Items
• MO - Top 10 Moderators
• New Members (Last 30 Days Trend)
• O - Top 10 Group Contributors
• Q - Answers in Groups L30D
• Q - Best Answers in Groups L30D
• Q - Questions in Groups L30D
• Q - Top Answered Questions Groups L30D
• Q - Unanswered Questions in Groups L30D
• S - Answers in User Profiles L30D
• S - Best Answers in User Profiles L30D
• S - Daily Page Views L30D
• S - Daily Unique Visitors L30D
• S - Questions in User Profiles L30D
• S - Top Answered Qs in User Profile L30D
• S - Unanswered Qs in User Profiles L30D
• T - Top 10 New Trending Topics L30D
• T - Topics Assigned Daily
• T - Topics Assigned Monthly
• T - Topics Created Monthly
8
If you still want to use the Members (Last 30 Days Trend) and Members (Last 90 Days Trend) reports, you can re-create them. Keep
in mind, to get the Member Count field, you need to create a custom report type with Networks as the primary object and Network
Members as the secondary object. Then create a report using this custom report type and add the Member: fullname field. This
report returns a snapshot of data, not trending data.
788
Packages
From the Community Management Home Dashboards folder—all dashboards; you can remove this folder if you installed the package
with Chatter9
From the Community Management Home Reports folder:
• Contributions - Daily Trend
10
• Logins - Daily Trend
11
• Logins - Monthly Trend
12
• New Members - Daily Trend
• Page Views - Daily Trend
• Q&A - Daily Trend
From the folder Insights Adoption (this entire folder and its contents are unsupported):
• Active Members By Comments
• Active Members By Comments Received
• Active Members By Likes Received
• Active Members By Posts
• Contributors Inactive For 7+ Days (replaced with 2.0 version)
• Influencers Inactive For 7+ Days (replaced with 2.0 version)
• New Members By Comments
• New Members By Comments Received
• New Members By Date Joined
• New Members By Likes Received
• New Members By Posts
• Recent Contributors (replaced with 2.0 version)
• Recent Logins
From the folder Insights Activity (this entire folder and its contents are unsupported):
• Discussions By Comments
• Discussions By Likes
• New Discussions (replaced with 2.0 version)
• New Discussions By Comments
• New Discussions By Likes
• New Discussions With No Comments
• New Members’ Comments (replaced with 2.0 version)
• New Members’ Posts (replaced with 2.0 version)
From the folder Insights Files (this entire folder and its contents are unsupported):
• Files By Comments
• Files By Downloads
9
In the package with Chatter, all dashboards in this folder are no longer supported. In the package without Chatter, this folder and
its dashboards still remain.
10
Only unsupported in the package with Chatter. This report still remains in the package without Chatter.
11
12
789
Packages
• Files By Likes
• Files By Posts
• New Image Files (replaced with 2.0 version)
• New Office Files (replaced with 3.0 version)
• New Office Files (replaced with 2.0 version)
• New Video Files (replaced with 2.0 version)
• Recent Files (All) (replaced with 2.0 version)
• Recent Files By Comments
• Recent Files By Downloads
• Recent Files By Likes
• Recent Files By Posts
From the folder Insights Groups (this entire folder and its contents are unsupported):
• Groups Recently Archived (replaced with 2.0 version)
• Groups Soon To Be Archived (replaced with 2.0 version)
• Groups With Deactivated Owners (replaced with 2.0 version)
• Groups With Inactive Owners (replaced with 2.0 version)
• New Groups By Dates
• New Groups By Members
From the folder Insights Moderation13
• Content Blocked By Rule
• Content Flagged By Rule
• Content Replaced By Rule
• Discussions Flagged (All)
• Files Flagged By Members
• Flagged Comments 2.0 (replaced by 3.0 version)
• Flagged Direct Messages 1.0 (replaced by 2.0 version)
• Flagged Files 2.0 (replaced by 3.0 version)
• Flagged Messages (replaced by Flagged Direct Messages 1.0 and Flagged Private Messages 1.0 reports)
• Flagged Posts 2.0 (replaced by 3.0 version)
• Frozen Members (replaced by 2.0 version)
• Messages Flagged By Members
14
• Moderation Audit 2.0
• Moderation Audit for New Members
• Posts Pending Approval (replaced by 2.0 version)
From the folder Insights Self-Service15:
• Best Answers (replaced with 2.0 version)
13
This entire folder and its contents are unsupported.
14
The contents of this folder were moved to the Moderation Audit Trail folder.
15
790
Set Up and Manage Experience Cloud Sites Service Community Scorecard
• Best Answers From External Members (replaced with 2.0 version)

• Questions (replaced with 2.0 version)
• Questions From New Members (replaced with 2.0 version)
• Questions Most Liked
• Questions With Answers From New Members (replaced with 3.0 version)
• Questions With Answers From New Members (replaced with 2.0 version)
• Questions With Most Answers
• Questions With New Answers (replaced with 2.0 version)
• Questions Without A Best Answer (replaced with 2.0 version)
• Questions Without An Employee Answer
• Questions Without Answers (replaced with 2.0 version)
From the folder Insights Topics16 :
• Topics Added (replaced with 2.0 version)
• Topics Assigned (replaced with 2.0 version)
• Topics Most Talked About (replaced with 2.0 version)
From the Misc Communities Reports folder:
• Questions Escalated - Daily Trend

Track member use, service metrics, and search activity using the Service Community Scorecard.
EDITIONS
Understanding the health of your self-service community takes more than just keeping up with
spam. Healthy communities allow for effective collaboration, provide quick resolutions to issues, Available in: Salesforce
and are full of engaged, active members. The Service Community Scorecard helps you track all this Classic (not available in all
information in one place. To access the Service Community Scorecard, go to Dashboards > Home orgs) and Lightning
in Community Management or Experience Workspaces. Experience

16
791
Set Up and Manage Experience Cloud Sites Service Community Scorecard
The Community Service Scorecard is available on the AppExchange through the Summer ’17 Community Management Package. If it’s
your first time installing the package, the Service Community Scorecard automatically shows up in Dashboard > Home in Community
Management or Experience Workspaces. If you’ve installed a previous version of the package, then manually map the Home dashboard
to the Service Community Scorecard from Dashboards > Settings. Click the down arrow to the right of the dashboard mapped to
Home and select the Service Community Scorecard.
Perhaps your employee or partner community tracks different information? You can customize and rename your scorecard. Go to your
internal org and click the Dashboard tab. Search for Service Community Scorecard and click Edit to add or remove reports or change
the name of your scorecard.
Note: The “Manage Dashboards” and “View All Data” permissions are required to edit this dashboard.
Visit the AppExchange to install or upgrade your Community Management Package. The Summer ’17 version of the package is available
shortly after the release.
792
Set Up and Manage Experience Cloud Sites Login History Report Codes
Login History Report Codes

The Login History Report includes a Login Status Column that displays codes. Each code identifies
EDITIONS
a unique event that happens during login. The following list describes what each code means.
Codes
orgs) and Lightning
Experience
Code Meaning
Available in: Contact
0 Successful login Manager, Developer,
102 Username found, password invalid Enterprise, Group,
Performance, Professional,
107 More than one username found and Unlimited Editions
301 Session timeout
302 Page requires login
303 Page requires different Salesforce login on same instance
304 Page requires Salesforce login on different instance
501 Cannot log in from given domain
502 Log in at given time
503 User must log in from org domain
601 Offline client trial expired
602 Offline disabled
603 Outlook disabled
801 Wireless client trial expired
802 Wireless disabled
901 Offline PDA trial expired
902 Offline PDA disabled
999 Unrecoverable error
1000 Client app not accessible for the login user
1001 Client app requires update for the login user
1201 Invalid ID specified
1300 Restricted login limit exceeded
1400 Invalid login or store not available for the org
1402 Store not available to a user
1403 Store down or inaccessible
793
Set Up and Manage Experience Cloud Sites Login History Report Codes
Code Meaning
20014 Password lockout in effect
20017 Organization marked as inactive
20018 User marked as inactive
20020 Organization locked out
20021 Organization closed
20032 Organization suspended
20037 Username found, password invalid
20058 CSS user password lockout
20253 User's profile doesn’t have access to this portal
20605 Organization is in maintenance
30001 The URL for the organization’s SSO authentication service is not a valid URL
30002 The organization’s SSO authentication service is down (couldn't connect, timeouts, SOAP fault
returned, and so on)
30003 The organization’s SSO authentication service said that the supplied credentials are invalid
794
Set Up and Manage Experience Cloud Sites Set Up Report Management for External Users—Create and
Edit Reports
Set Up Report Management for External Users—Create and Edit Reports

Partner and customer users can create, delete, and edit reports in their own personal folder or, with
EDITIONS
sufficient permission, in a privately shared folder. You can grant partner and customer users
permissions to create and edit reports through their profiles or permission sets. After you grant the Available in: Salesforce
required permissions, partners and customers can use the drag-and-drop Report Builder tool. Classic (not available in all
orgs) and Lightning
Important:
Experience
• If your organization existed before the Summer ’13 release, then before granting external
users permissions you must first turn on enhanced sharing for reports and dashboards. Available in: Enterprise,
• To create, customize, and delete reports, external users must use the Report Builder tool.
Data visibility is based on two things: the user role the partner or customer belongs to and your
organization’s sharing rules. Your organization’s field-level security is respected. So, if a field isn’t USER PERMISSIONS
visible for external users, a partner or customer user doesn’t see it in Report Builder.
To create permission sets or
1. To let external users create and edit reports, assign Create and Customize Reports, Report Builder,
enable custom permissions
and Edit My Reports permissions through custom profiles or permission sets. If you want external in profiles:
users to export report data, also assign them Export Reports permission. • Manage Profiles and
In Setup, enter Permission Sets in the Quick Find box, then select Permission Permission Sets
Sets or Profiles. Assign the following permissions: To assign a permission set
to a user:
External User Permissions Needed to Create and Edit Reports • Assign Permission Sets
To create, customize, and delete reports in a personal Create and Customize Reports To share a report folder with
external users:
folder:
• Manager folder access
To create, customize and delete their own reports Edit My Reports or Manage Reports in
in a privately shared folder with Viewer access: Public Folders
To export report data: Export Reports
You can give permission to create and edit reports to all role-based external users with licenses. For example, you can give permission
to Customer Community Plus and Partner Community. You can also give permission to all legacy role-based portal licenses, such as
Customer Portal and Gold Partner.
Note:
• These permissions aren’t available to high-volume user licenses, such as Customer Community, High Volume Customer
Portal, Service Cloud Portal, and Authenticated Website.
• External users with legacy portal licenses can create and edit reports in Experience Cloud sites, but not in portals.
• Users with Customer Account Portal, Partner Central, and Customer Service templates can create, edit, and delete reports
in Experience Cloud sites. If you don’t see the New Report button, enable reports and add the Report List page to your
site. If the button doesn’t appear after you enable Reports, republish your site.
2. If you want your external users to create or edit reports in a privately shared folder, grant them Viewer access on the folder.
On the Reports tab in the Folders view, click next to the folder you want to share, then select Share.
Note: Partner and customer users can’t create, edit, or view reports in the Unfiled Public Reports folder.
795
Set Up and Manage Experience Cloud Sites Track Experience Cloud Site Activity with Custom Reports
Depending on the objects, fields, and categories that your external users can access, they sometimes see custom report types in the UI
when they create a report. If a user has read access on any fields or objects included in the custom report type, custom report types are
visible.
SEE ALSO:
Compare Access Levels for Report and Dashboard Folders

Create custom reports to track usage, moderation, and other activity.
EDITIONS
Tip: Keep in mind that you can get preconfigured dashboards in the Salesforce Communities
Management package available for download on the AppExchange. Available in: Salesforce
To monitor the health of your Experience Cloud site, you can create custom report types and then orgs) and Lightning
create a report using that custom report type. If you want your community managers to see your Experience
report, you can create or edit a dashboard to include your report and then map the updated
dashboard. To change the mapping of a dashboard, click Dashboards > Settings. Available in: Enterprise,
Note: Only reports that are based on the Networks object show Experience Cloud site-specific and Developer Editions
information. Using reports based on the Networks object, means you can create one custom
report and use it across all your sites.
Use the following table to get started with reporting for Experience Cloud sites.
High-level usage Primary Object > B (Child Object) > C (Child Description
Object, If Applicable)
Chatter Usage Networks > Chatter Messages Create reports on the private message activity.1
Chatter Usage Networks > Feed Revisions Create reports on posts and comments that your
members have edited.
Chatter Usage Networks > Groups Create reports on groups.
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Set Up and Manage Experience Cloud Sites Track Experience Cloud Site Activity with Custom Reports
Moderation Networks > Network Audits Create reports on all moderation activity and history.
To report on moderation activity in private Chatter
messages, filter the report by Audited Object
Type (on the Network Audits object) to equal
Chatter Message.
Moderation Networks > Network Members > Network Activity Audit Create reports on members who either flagged items
— Moderators or moderated a flagged item.
Moderation Networks > Network Members > Network Activity Audit Create reports on the members whose items were
— User flagged, blocked, or replaced.
Moderation Networks > Network Members > User Login Create reports on frozen members.
Moderation Networks > Network Moderations > Content Create reports on content that is currently flagged.
Documents These reports allow you to see the actual contents of
Networks > Network Moderations > Feed Posts the flagged item. For example, you can see the
contents of a flagged private message to easily
Networks > Network Moderations > Feed Comments determine if the message is spam.
Networks > Network Moderations > Private Messages
Moderation Networks > Unpublished Feed Entities > Feed Posts Create report on posts that are pending review and
approval.
Public Activity Networks > Network Public Usage Daily Metrics Create reports on the daily public site page views and
unique visitors.
Recommendations Networks > Recommendation Metric Create reports on custom recommendation usage.
Topic Activity Networks > Topics Create reports on topic activity.
Topic Activity Networks > Topic Assignments Create reports on topic assignments.
User Activity Networks > Network Activity Daily Metrics Create reports on the daily number of posts and
comments by member type.
User Activity Networks > Network Members > Login History Create reports on login activity. This report includes
only direct logins to the site. If a user logs in to an org
and then switches to a site, their login activity isn't
included.
User Activity Networks > Network Membership Daily Metrics Create reports on the daily count of total active
members, new members added, and external
member logins by member type.
User Activity Networks > Network Unique Contributor Daily Metrics Create reports on the unique daily contributors. A
member is counted as a contributor if they posted or
commented on a group or a user profile.
User Profile Photos Networks > Network Members To report on user profiles with or without photos,
filter the report by Has Profile Photo (on
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Set Up and Manage Experience Cloud Sites Experience Cloud Sites Report and Dashboard Considerations
the Network Members object) to equal True or
False.
1
To report on Chatter Messages, you must have the Moderate Experiences Chatter Messages permission.
Note: You can create reports based on other objects and expose them in Experience Workspaces. Keep in mind that they show
data from across your org, not just for the site in which you’re viewing them.
SEE ALSO:
Experience Cloud Sites Report and Dashboard Considerations

If the Reports and Dashboards tabs are exposed in the Experience Cloud site, external users can
EDITIONS
access reports and dashboards.
Important: To allow external users to create and edit reports, your org must use the enhanced Available in: Salesforce
sharing model. Classic (not available in all
orgs) and Lightning
You can give permission to create and edit reports to Experience Cloud site users with the following Experience
licenses:
Experience Cloud site licenses Performance, Unlimited,
• Customer Community Plus and Developer Editions
• Customer Community Plus Login
• Partner Community
• Partner Community Login
• Lightning External Apps Plus
Portal licenses
• Customer Portal Manager
• Customer Portal Manager Custom (for Enterprise Administration users)
• Customer Portal Manager Standard
• Customer Portal Manager User
• Gold Partner
• Ideas Only Portal
• Overage Customer Portal Manager Custom
• Overage Customer Portal Manager Standard
• Partner
• Silver Partner (“Export Reports” permission isn’t available to this license)
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Set Up and Manage Experience Cloud Sites Allow External Users to Access and Report on Tasks and
Events
Note:
• These permissions aren’t available to high-volume user licenses, such as Customer Community, High Volume Customer Portal,
Service Cloud Portal, and Authenticated Website.
• External users with legacy portal licenses can create and edit reports in Experience Cloud sites, but not in portals.
• Users with Customer Account Portal, Partner Central, and Customer Service templates can create, edit, and delete reports in
Experience Cloud sites. If you don’t see the New Report button, enable reports and add the Report List page to your site. If the
button doesn’t appear after you enable Reports, republish your site.
After you grant permission to your external users, they still can’t:
• Schedule reports or dashboards for email and refresh at a specific date and time
Note: The refresh button is not available in Experience Builder sites accessed through mobile devices.
• Create, edit, or view reports in the Unfiled Public Reports folder

All role-based external users in your Experience Cloud site can refresh dashboards set up with “Run as specified user” and “Run as logged-in
user” up to 1,000 times daily per org. Scheduled and automatic refreshes don’t count against the limit. There is no refresh limit for internal
users.
All role-based external users can be selected for the “Run as specified user” option.
SEE ALSO:
Create a Report from Your Site with Report Builder
Allow External Users to Access and Report on Tasks and Events

Take the following steps to give access to your portal and Experience Cloud site users to report on
EDITIONS
tasks and events.
1. From Salesforce Setup, access the Object Manager. Available in: Salesforce
2. Access Tasks or Events, depending on which objects you must give access to.
orgs) and Lightning
3. Click Fields & Relationships > Public > Set Field-Level Security. Check all the profiles Experience
you’d like to have access to this field and click Save.
4. Click Page Layout and add the Public field to your Task or Event object’s page layout. Performance, Unlimited,
Note:
• These steps allow you to make the Public field visible to external users. However, for tasks
and events to show up in reports, the Public field must be checked when the task or event
is created. You can set up a flow to automatically check all new and edited tasks and
events and being public. To include previously created tasks and events in reports, you
must manually select the Public field.
• However, if you use the Tasks and Events standard report type, all activities are displayed
regardless of whether the "Public" box is checked.
799
Set Up and Manage Experience Cloud Sites Google Analytics™ for Salesforce Communities Package
Google Analytics™ for Salesforce Communities Package

The Google Analytics for Salesforce Communities package contains pre-configured reports that
USER PERMISSIONS
track search activity within an Experience Cloud site.
Integrate Google Analytics with your self-service site to track search activity such as article views, To create an Experience
page views, and object views. You can also track case deflection from the "Contact Support" page Cloud site:
and get insights into the health of your self-service offerings.
IN THIS SECTION: To customize an Experience
Google Analytics™ for Experience Cloud Sites Cloud site:
Does your company use Google Analytics to track site analytics? Now you can use it to track • Be a member of the site
search activity in self-service Experience Cloud sites and track deflection from cases. Using AND Create and Set Up
Google Analytics, you can dive deeply into your site’s search behavior and pull that information Experiences
into meaningful reports. OR
Enable Google Analytics™ for Your Experience Cloud Site • Be a member of the site
Let Google Analytics access your Salesforce data to track Experience Cloud site user types, user AND an experience
IDs, page views on Salesforce objects, and customer search activity.
Set Up Google Analytics™ for Experience Cloud Sites
Set up Google Analytics to correctly capture usage and page view metrics for Experience Cloud
Cloud site:
sites.
Install Google Analytics™ for Experience Cloud Sites AND Create and Set Up
Install preconfigured reports that integrate Experience Cloud site data with Google Analytics. Experiences
Google Analytics™ for Experience Cloud Sites Report Descriptions OR
The Google Analytics for Salesforce Communities package contains five reports that track new • Be a member of the site
and returning visitors, page views, and search activity. You can also track case deflection from AND an experience
the Contact Support page and get insights into the health of your self-service offerings. admin or publisher in
that site
Google Analytics™ for Experience Cloud Sites Dashboard
The Google Analytics for Salesforce Communities package contains three dashboards that
visually display the key metrics tracked in the package.
Tracking User Flow
The User Flow tracks how different types of users are interacting with the Experience Cloud site.
Google Analytics™ for Experience Cloud Sites

Does your company use Google Analytics to track site analytics? Now you can use it to track search
EDITIONS
activity in self-service Experience Cloud sites and track deflection from cases. Using Google Analytics,
you can dive deeply into your site’s search behavior and pull that information into meaningful Available in: Salesforce
reports. Classic (not available in all
orgs) and Lightning
Note: This feature transfers customer data to a third party, Google Analytics.
Experience
Google Analytics integrates with your self-service Experience Cloud site to track user types, user
IDs, pageviews on Salesforce objects, and customer search activity. We’ve also made it possible to Performance, Unlimited,
turn on Google’s IP Anonymization, if your policies or needs require it. and Developer Editions
The Package includes:
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• Search dimensions that can be rearranged for different drilldown configurations.

• Options for tracking user flow
• Reports that can be customized at multiple levels
• Preconfigured reports:
– Contact Support Page Activity
– Page Views by New and Returning Users
– Page Views by Salesforce Object
– Page Views by User Type
– Search Activity
• Preconfigured dashboards:
– Contact Support Activity
– Search Activity
– Page Views
Enable Google Analytics™ for Your Experience Cloud Site

Let Google Analytics access your Salesforce data to track Experience Cloud site user types, user IDs,
EDITIONS
page views on Salesforce objects, and customer search activity.
1. In Experience Builder, go to Settings > Advanced, and enter your Google Analytics ID. Available in: Salesforce
orgs) and Lightning
Experience

USER PERMISSIONS
Experiences
To allow CSP trusted sites
or Modify All Data
Step 1 lets Google Analytics access your data to collect page views.
Note: After you enter your ID, we automatically add the following sites to your org’s CSP
Trusted Sites. Adding these sites ensures that both Analytics and the AdWords features
can function. If you already entered a Tracking ID, these sites were added automatically
in Winter ’19.
• https://www.google-analytics.com
• https://stats.g.doubleclick.net
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If you already entered a Tracking ID, and these sites are listed as CSP Trusted Sites, this additional site was added automatically
in Winter '20.
• https://www.googletagmanager.com/gtag/js
For more information about the Google Analytics ID, check the Google Analytics documentation.
2. Optionally, select the additional supporting Google features, depending on your needs and policies.
Here’s some information about supporting features.
• Let Google Analytics access your Salesforce data for deeper insights into search activity to allow Google Analytics to
track user types, user IDs, and customer search activity in your Experience Cloud site.
• Use IP Anonymization to enable the masking of IP addresses on the Google server side to help with privacy compliance and
concerns.
• Set Up Custom Dimensions to match the index numbers assigned to Salesforce variables on page 802 in the Google Analytics
console.
Note: The Google Analytics console auto assigns sequential indexes based on how many variables you've created. Make
sure to configure the custom dimension indexes in the site so that they match the indexes of the newly created variables.
3. To enable the service, publish the Experience Cloud site.

When you publish your site to enable the service, your site’s search data streams directly to Google Analytics and appears in your Google
Analytics reports.
SEE ALSO:
Set Up Google Analytics™ for Experience Cloud Sites

Set up Google Analytics to correctly capture usage and page view metrics for Experience Cloud
USER PERMISSIONS
sites.
Available in: Salesforce Classic and Lightning Experience Experience Cloud sites
Available in: Enterprise, Performance, Unlimited, and Developer Editions Experiences
Before you set up Google Analytics, enable Google Analytics™ to integrate your Salesforce data with Google Analytics.
Create custom dimensions in your Google Analytics account that capture user type and Salesforce object information.
1. From your Google Analytics account, go to Admin > Property > Custom Definitions > Custom Dimensions, and click +New
Custom Dimension.
a. For the first index you want to use, enter the name: User Type and select Hit for the scope.
b. For the second index, enter the name Salesforce Object and select Hit for the scope.
Note: The Google Analytics console auto assigns sequential indexes based on how many variables you've created. Make sure
to configure the custom dimension indexes in the site so that they match the indexes of the newly created variables.
2. Create a User-ID view.

With the User-ID view, you can analyze how specific segments of traffic with an assigned ID engage with your content.
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a. Go to Admin > Property > Tracking Info > User-ID and follow the instructions.
b. For the User-ID view, enter the name: User Explorer.
Example: Custom Dimensions
Now you can create your own reports or install the preconfigured Google Analytics for Salesforce Communities package on page 803.
Install Google Analytics™ for Experience Cloud Sites

Install preconfigured reports that integrate Experience Cloud site data with Google Analytics.
EDITIONS
1. Make sure you’ve signed in to your Google Analytics account.
2. Click here or search for Google Analytics for Salesforce Communities in the Google Analytics
Solutions Gallery.
orgs) and Lightning
3. Click the dropdown next to Select a View and select User Explorer under the account that Experience
you are adding the package to.
4. Click Create. Performance, Unlimited,
5. View your reports from Customization > Custom Reports in your Google Analytics account. and Developer Editions
Example:
USER PERMISSIONS
Experiences
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Tip: You can drill down into the event type you are interested in viewing from each report. You can also create your own
reports in Google Analytics and add them to your User View.
Google Analytics™ for Experience Cloud Sites Report Descriptions

The Google Analytics for Salesforce Communities package contains five reports that track new and
EDITIONS
returning visitors, page views, and search activity. You can also track case deflection from the Contact
Support page and get insights into the health of your self-service offerings. Available in: Salesforce
When you access Google Analytics, your reports are under Customization > Custom Reports. Classic (not available in all
orgs) and Lightning
Experience

IN THIS SECTION:
Contact Support Page Activity Report
The Contact Support Page Activity report tracks case deflection. This report can help you maximize your self-service offerings by
tracking which articles resolved support issues and which subjects resulted in new customer support cases.
Page Views by New and Returning Users Report
The Page Views by New and Returning Users report tracks which page views are from new users and how many are from returning
users.
Page Views by Salesforce Object Report
The Page Views by Salesforce Object report tracks how many times an object page is viewed.
Page Views by User Type Report
The Page Views by User Type report tracks how often each type of user is viewing a page.
Search Activity Report
The Search Activity report tracks which actions users take after entering a term in the search box.
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Contact Support Page Activity Report

The Contact Support Page Activity report tracks case deflection. This report can help you maximize
EDITIONS
your self-service offerings by tracking which articles resolved support issues and which subjects
resulted in new customer support cases. Available in: Salesforce
When a customer goes to the Contact Support page, they typically have a specific issue that they Classic (not available in all
need help with right away. The customer has the option of entering their question into a search orgs) and Lightning
box and either selecting a recommended article or opening up a customer support case. The Contact Experience
Support Page Activity report tracks which cases are created and how many times a customer selected Available in: Enterprise,
an article instead. You can drill into the report to: Performance, Unlimited,
• Track how many cases have been deflected from customer support and Developer Editions
• See which articles were clicked the most
• See which subjects lead to a new support case
Page Views by New and Returning Users Report

The Page Views by New and Returning Users report tracks which page views are from new users
EDITIONS
and how many are from returning users.
You can drill into the report to: Available in: Salesforce
• Track how active different types of user are within your Experience Cloud site
orgs) and Lightning
• See which pages are being viewed Experience
• Get detailed information about the pages, such as page title and URL
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Page Views by Salesforce Object Report

The Page Views by Salesforce Object report tracks how many times an object page is viewed.
EDITIONS
You can drill into the report to:
• Track how often an object page has been viewed
• Get more information about the page, such as page title and URL orgs) and Lightning
Experience

Note: Only overridden pages for objects are captured as different objects. Standard pages like the Home page and Contact
Support Page are captured in the “Standard” Bucket.
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Page Views by User Type Report

The Page Views by User Type report tracks how often each type of user is viewing a page.
EDITIONS
You can drill into the report to:
• Select the user type you want to report on
• Get more information about the page, such as page title and URL orgs) and Lightning
Experience

Search Activity Report

The Search Activity report tracks which actions users take after entering a term in the search box.
EDITIONS
When a customer enters a term in the search box, recommended articles and similar questions are
displayed to them as they type. From there, they can click an article or related question. Customers Available in: Salesforce
have the option of searching the entire Experience Cloud site or narrowing their search down to a Classic (not available in all
particular topic. They also have the option of asking the site a new question. orgs) and Lightning
Experience
The Search Activity report tracks which action the customer takes from the page that they begin
their search on. You can drill into the report to: Available in: Enterprise,
• Identify which search terms are being used with each action
• Track how many times a search term is being used
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Google Analytics™ for Experience Cloud Sites Dashboard

The Google Analytics for Salesforce Communities package contains three dashboards that visually
EDITIONS
display the key metrics tracked in the package.
When you access Google Analytics, your dashboards are under Reporting > Dashboards > Available in: Salesforce
Private. The Google Analytics for Salesforce Communities package contains three dashboards: Classic (not available in all
orgs) and Lightning
Note: The names of the dashboards can be customized. All other labels are not customizable. Experience

IN THIS SECTION: Performance, Unlimited,
Search Activity Dashboard
The Search Activity dashboard represents the search activity within the Experience Cloud site.
Contact Support Page Activity Dashboard
The Contact Support Page Activity dashboard represents the activity on the Contact Support page.
Page Views Dashboard
The Page Views dashboard represents the page views in your Experience Cloud site.
Search Activity Dashboard

The Search Activity dashboard represents the search activity within the Experience Cloud site.
EDITIONS
You can get the following information from this dashboard:
• Which actions were taken most frequently
• How Internal, Partner, Customer, and Guest users searched the site orgs) and Lightning
• A list of search terms used to create questions Experience

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Contact Support Page Activity Dashboard

The Contact Support Page Activity dashboard represents the activity on the Contact Support page.
EDITIONS
You can get the following information from this dashboard:
• How frequently a user selected an article or created a case from the Contact Support page
• Which types of users selected an article or created a case from the Contact Support page orgs) and Lightning
• Which subjects lead to support cases Experience
• Which articles were most frequently viewed Available in: Enterprise,
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Note: User Types refer to Internal, Partner, Customer, and Guest users.
Page Views Dashboard

The Page Views dashboard represents the page views in your Experience Cloud site.
EDITIONS
Track page views:
• By Salesforce object
• By User Type orgs) and Lightning
• By location Experience
• By new versus returning users Available in: Enterprise,
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Tracking User Flow

The User Flow tracks how different types of users are interacting with the Experience Cloud site.
EDITIONS
User Flow is a graph that tracks a user’s navigation throughout the Experience Cloud site. It provides
insights into traffic patterns on your site. Traffic patterns provide valuable information about a site’s Available in: Salesforce
effectiveness and the path a user is likely to take when resolving an issue. Go to Reporting > Classic (not available in all
Audience > User Explorer > User Flow to view. orgs) and Lightning
Experience

811
Set Up and Manage Experience Cloud Sites Delegate Management to External Users
Delegate Management to External Users

Delegating an external user to manage other users increases capacity for growth and reduces bottlenecks at the administrative level.
Instead of relying on a Salesforce admin to handle every new member or reset password request, grant permission to an external user
to manage account members.
Delegate External User Administration

If your partner organizations have many users, you can delegate user administration to external
USER PERMISSIONS
users.
To manage external users:
Available in: Salesforce Classic • Manage External Users
Available in: Enterprise, Performance, Unlimited, and Developer Editions To create, edit, and delete
profiles:
Permission Sets
External users who are delegated administrators can:
• Create and edit external user records
• Generate new passwords for external users
• Deactivate existing external users
• Manage permissions sets for external users on their account
Keep the following in mind when delegating external user administration rights to users:
• You can grant delegated external user administration rights to users with Partner Community, Customer Community Plus, Gold
Partner, Enterprise Administration, or Customer Portal Manager licenses.
Note: The “Portal Super User” permission is automatically enabled on Customer Community Plus profiles when they are
granted delegated external administration rights. Disabling “Delegate External User Administration” does not also disable the
“Portal Super User” permission.
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Set Up and Manage Experience Cloud Sites Delegate External User Administration
• You can only update custom profiles. To grant delegated external administration rights to a user using the same settings as a standard
profile, clone the standard profile.
• Custom fields are not visible to the delegated external administrator when viewing user detail records in Salesforce Classic or Lightning
Experience.
1. From Setup, enter Profiles in the Quick Find box, then select Profiles.
2. Select a profile with a supported license and clone it or click a custom profile.
3. Click Edit.
4. Select Delegated External User Administrator.
5. Click Save.
6. Click Edit in the Delegated External User Profiles related list.
7. Select the profiles you want users with this profile to be able to administer.
8. Click Edit in Delegated External User Permission Sets.
9. Select the permissions you want the delegated external user administrator to manage.
10. Click Save.
To activate or deactivate a user or reset their password, open their contact record from the Experience Cloud site they belong to and
click Manage External User > View Partner User. You can activate or deactivate a user and reset their password from this page.
Consider the following when setting up delegated external user administration.
• On the profile you’re granting delegated administration rights to:
– Add the “Create” and “Edit” permissions on contacts so that delegated administrators can create and update contacts related
to their account.
– Set the Accounts and Contacts tab to Default On so that delegated administrators can easily manage contacts related to their
accounts.
• To view personally identifiable information, such as username and alias, the View User Records with PII permission must be selected
on the Delegated External User Administrator profile.
• Make sure that accounts and contacts are available in your site.
• Optionally, set field-level security and page layouts so that delegated external user administrators can access only the account and
contact fields you specify.
• Delegated administrators are automatically granted the “View Roles and Role Hierarchy” permission. This permission is not revoked
when you revoke the delegated user permission from the profile. If you don’t want those users to view roles, make sure that you
revoke the View Roles and Role Hierarchy permission from their profile.
• Make sure that external users can assign all the permissions in the permission sets that you want the delegated administrators to
use.
• To activate or deactivate a partner or customer user, or to reset their password in Lightning Experience, add the following buttons
to the Salesforce Mobile and Lightning Experience Actions section on the Contact page layout:
– Disable Partner User
– Disable Customer User
– Enable Partner User
– Enable Customer User
– View Partner User
813
Set Up and Manage Experience Cloud Sites Delegated Account Management
– View Customer User
SEE ALSO:
Hide Personal User Information from External Users
Share More Salesforce Object Data in Your Site
Add Tabs to Your Salesforce Tabs + Visualforce Site
Delegated Account Management
Delegated Account Management

Give external users the power to manage account members and account brand information.
EDITIONS
Delegated account managers can create and edit a member, reset a member’s password, and
activate or deactivate a member. They can also upload brand logos and save company information Available in: Enterprise,
for co-branded email templates to partner users, marketing campaigns, deal notifications, and Performance, Unlimited,
websites. and Developer Editions
External users who have been granted delegated external user administration rights can access
Account Management. USER PERMISSIONS
1. To allow a user to access member and brand information, the admin adds the Account Brand
and Members related lists to the Accounts detail page. To manage external users:
2. To access Account Management, click the user icon and select Account Management.
profiles:
Permission Sets
3. Click the Members tab to manage members of your external account.
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4. Click the Branding tab to update or view account brand information. Channel account managers and admins can create co-branded
email templates, websites, and marketing campaigns from information uploaded to this page.
SEE ALSO:
Manage Experience Cloud Site Members in Account Management
Manage Partner Brands in Account Management
Manage Experience Cloud Site Members in Account Management

Partner users with delegated external admin permissions can keep account members moving
EDITIONS
forward with the Members tab on the Account Management page. With just a few clicks, delegated
admins, internal users, and administrators can activate, deactivate, create new, and edit members. Available in: Salesforce
They can also reset member passwords. Classic (not available in all
Partner users with delegated external user administration rights can access Account Management orgs) and Lightning
from their Experience Cloud site. Experience
Admins, internal users, and delegated admins can manage members of their partner account from Available in: Enterprise,
the Members tab. Performance, Unlimited,
1. To allow delegated external administrators access to member information, add the Members
related list to Accounts.
2. From their site, they can click their username and select Account Management. USER PERMISSIONS
3. To access a list of their site’s members, delegated external admins can select the Members tab. To manage external users:
profiles:
Permission Sets
4. To reset a member’s password or manage their permission sets, they can select an option from the actions menu on the member’s
row.
815
5. They can select or deselect the box in the Active column to activate or deactivate a member.
6. To add a member to the account, they can click Add Member.
7. To configure a light user creation form for the delegated administrator to use when adding new members, go to Setup > Object
Manager > User > Member Page Layouts. Language and Locale Settings and Chatter Settings can be removed from the form
to simplify the member creation process. Values for the removed fields default to the same settings as the delegated administrator.
If the delegated administrator is entering values other than their own, leave the Local and Language and Chatter settings on the
form.
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Manage Partner Brands in Account Management

On the Branding tab of the Account Management page, partner users with delegated external
EDITIONS
admin permissions can update and access partner brand information. Channel managers can create
co-branded emails, marketing campaigns, websites, and apps. Available in: Salesforce
Partner users who have been granted delegated external user administration rights can access Classic (not available in all
Account Management from their community. orgs) and Lightning
Experience
Channel account managers and admins can create co-branded email templates, websites, and
marketing campaigns from information uploaded to the Branding tab. Available in: Enterprise,
1. To allow partners to access brand information, add the Account Brand related list to the
Account page layout.
2. From their site, delegated external administrators can click their username and select Account
Management. USER PERMISSIONS
3. To access, update, or view branding information for an account, they can select the Branding To manage external users:
tab. • Manage External Users
profiles:
Permission Sets
Note: When accounts containing brands are merged, the brand information associated with the master account is retained.
Brand information associated with non-master accounts is moved to the Recycle Bin, even if there’s no brand information for
the master account.
4. To add account brand details, delegated external admins can click New.
5. To update account brand details, they can click Edit.
6. To create co-branded emails or templates using information from the Branding tab, delegated external administrators can use the
merge fields under Sender Brand. These merge fields pull information directly from the Account Brand page. Users must have
access to Account Brand to use the Account Brand merge fields, otherwise the merge fields are unresolved.
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Set Up and Manage Experience Cloud Sites Allow External Users to Manage Other Accounts with Account
Switcher
Allow External Users to Manage Other Accounts with Account Switcher

Allow external users to switch to other external accounts using the Account Switcher component.
EDITIONS
And authorize access to manage the other accounts’ users.
Configure an external managed account to designate the user who can switch to another account Available in: Lightning
and to specify what that user can do on those accounts. You can use Experience in Enterprise,
{!CurrentUser.effectiveAccountId} as the Account Id attribute value in components Performance, Unlimited,
that track account IDs. This updates the data displayed in the component to the account that is and Developer Editions
being switched to when Account Switcher is used. For example, the Related Record list component
displays the Members list on the Account Management page and uses USER PERMISSIONS
{!CurrentUser.effectiveAccountId} by default in the Parent Record Id field. When
a managing user switches to the target, or managed, account, the information on the Account To create, edit, and delete
Management page switches to the context of the target account. The managing users can manage profiles:
target account members from there. • Manage Profiles and
Permission Sets
To drive new behavior based on the account switcher, you can create a custom component and
use the account ID {!CurrentUser.effectiveAccountId}. To access the account
switcher component:
With Authorized Access, the managing user of an external managed account can manage permission • Account Switcher User
sets for other users, reset passwords, activate, deactivate, or add members to the target account.
To be granted Manage
1. Add the External Managed Account related list to the Account page. Users access:
• Delegated External User
a. From the Object Manager, enter Account in the Quick Find box.
Administrator
b. Select Account > Page Layouts > Account Layout. To view accounts:
c. Click the Related List button, and drag the External Managed Account related list to the • Read access on
page. Accounts
d. Go to the External Managed Account related list and click the wrench icon to open the
related list properties menu.
e. Under Columns, add Authorized Access to the Selected Fields box and click OK.
Access is only available for Experience Builder sites.
f. Save your changes.
2. Configure the external managed account.
818
Switcher
a. From the user’s account record, scroll down to the External Managed Accounts related list.
b. Click Configure.
c. In the User field, enter the user’s name. This user can switch between their account and the target account and view all contacts
associated with the account.
d. In the Target Account field, enter the name of the account that’s being managed and switched to.
3. To allow the managing user to reset passwords, add members, and activate or deactivate members of the target account, add
Manage Users access.
a. Grant the managing user Delegated External User Administrator permission. For more information on granting this permission,
go to Delegate External User Administration on page 812.
b. Under Authorized Access, add Manage Users to the Selected Access box.
c. Save your changes.
4. Access the target account from a portal or site’s user profile menu. If you are using the new customizable user profile menu, add the
Switch Accounts menu item. Otherwise, it appears by default.
a. Go to Experience Builder, and click the user profile menu at the top of the screen.
b. Click Edit User Profile Menu.
c. Click + Add Menu Item.
d. In the Type field, select Event.
e. In the Event field, select Account Switcher.
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Switcher
f. Click Save Menu.
5. The managing user can switch from their account to the target account’s community home page by clicking their user profile and
selecting Switch Accounts.
a. When the managing user clicks Switch Accounts from the user profile, the Switch Account Modal opens.
b. A list of all accounts appears, including the managing user’s account and any target accounts that they are associated with. A
blue check mark indicates the account that the managing user has switched to. (My Account) indicates the account that belongs
to the managing user.
c. After clicking a target account name, managing users are automatically redirected to the target account’s site home page.
Create the Account Switcher User Permission Set

Create a permission set that allows an external user to use the Account Switcher component to
USER PERMISSIONS
switch to a different account.
To enable Digital
Available in: Lightning Experience in Enterprise, Performance, Unlimited, and Developer Experiences and create or
Editions change custom fields:
The Account Switcher component lets an external user switch between their account and another publish an experience AND
account. External users use the Account Switcher to manage members associated with different to create stores and
administer store settings:
accounts, and to make purchases on behalf of other accounts. Admins can customize components
that utilize Account Switcher to drive business logic, by using • Create and Set Up
{!CurrentUser.effectiveAccountId} as the attribute value for account Id. This Experiences
permission set gives the user access to the Account Switcher component. • View Setup and
Configuration
2. Under Permission Sets, click New. profiles or permission sets:
3. Name the permission set Account Switcher User. • Manage Profiles
4. From the License dropdown menu, select either a Customer Community Plus or Partner • Permissions Sets
Community license.
5. Click Save. • Assign Permissions Sets
6. Under Object Settings, select Account.
7. For all Account fields, select Read Access.
8. Click Save.
9. To add this permission to the external user who is managing an account. Scroll down to Systems, and click System Permissions.
10. Click Edit, and select Account Switcher User.
820
Set Up and Manage Experience Cloud Sites Manage Partner Relationships with Experience Cloud Sites
Manage Partner Relationships with Experience Cloud Sites

Experience Cloud sites are a powerful tool for partner relationship management. Invite partners to
EDITIONS
a site and share CRM data with them to drive channel sales and marketing. Create a shared pool of
leads and pass them to partner users in the site. Configure deal registration to allow partners to Available in: Salesforce
submit qualified deals, minimize channel conflict, and get early pipeline visibility. Use the power Classic (not available in all
of Lightning and Salesforce and drive your bottom line together. orgs) and Lightning
Experience
Note: If you have an existing partner portal, you can continue to use the portal to collaborate
with partners. However, we strongly recommend you migrate your partners to an Experience Available in: Enterprise,
Cloud site. Partner portal licenses can be reused in a partner site. Performance, Unlimited,
Salesforce offers a powerful Lightning solution to help you build a partner site with button clicks, and Developer Editions
and no code: Partner Central. A site allows your partner users to log in to Salesforce through a
separate website and access data you’ve made available only to them. In a partner site, you can:
• Extend Salesforce to securely expose CRM data with partners.
• Recruit, onboard, and educate partners (training and certifications).
• Manage your channel sales with programs, tiers, business plans, and partner scorecards.
• Manage lead distribution, deal registration, and quoting for channel sales.
• Streamline channel marketing with marketing development funds (MDF), marketing campaigns, and co-branded email
communications.
• Provide a rich, personalized and mobile-ready experience to drive partner productivity
• Manage, track, and forecast partner sales alongside your direct sales in your Salesforce org.
With Experience Cloud sites, you can publicly share information that you want all partners to see in a single location. You can also share
data privately with specific partner users in the same site and restrict access with the security built into Salesforce.
Example: Here are a few industry examples of how a company can use a site to drive partner sales:
• A technology company can work with resellers to pass leads, register deals, and market products together
• A manufacturer can work with its distributors, wholesalers, and retailers in sites.
• An insurance company can work with independent brokers to track leads and sell insurance products.
Partner Central—Build Lightning Partner Sites

Quickly set up a custom, branded space where you can invite your partners and work on driving channel sales and marketing together.
The Lightning Partner Central solution is optimized for channel managers and partners to collaborate on and track sales data. A simplified
setup combined with rich branding and a responsive UI lets you quickly build an exclusive online experience for your partners.
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Set Up and Manage Experience Cloud Sites Create a Partner Site with Partner Central—Setup Tasks
Partner Central comes predesigned with partner sales workflows in mind so you can build and grow your partner network and bring
CRM to your partners in a shared space:
• Use the Lead Inbox component to configure lead distribution
• Configure deal registration and allow partners to submit qualified leads to beat competition
• Share training materials, sales collateral, and other resources
• Provide market development funds to drive deals and incentivize partners
• Map reports and dashboards of your choice to track deal closure, lead activity
• Organize channel partners into programs and levels to provide them with different experiences and resources based on their rank
and region
• Evaluate and promote partner users based on their performance with scorecards that track them against KPIs
• Share marketing campaigns and brand assets to provide the structure and guidance necessary for partners to successfully execute
campaigns.
• Configure Google Analytics to monitor site activity
Get started with this handy recipe of setup tasks to create your own site with Partner Central.
Create a Partner Site with Partner Central—Setup Tasks

Partner Central is designed with partner sales workflows in mind and comes with components and pages that you can use directly or
customize easily.
Get started with your own Lightning partner Experience Cloud site! We’ve put together a high-level roadmap—or a recipe, if you will—of
the decisions and tasks involved with setting up a site with Partner Central.
Planning • What’s Your Partner Experience Prep Your Salesforce Org • Set Up the Channel Manager Role
Cloud Site Strategy? for a Partner Site
• Create Partner Accounts
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Set Up and Manage Experience Cloud Sites Enable Partner Functionality in Your Org
• Buy Partner Licenses • Create Partner Users

• What Template Can I Use? • Partner Profiles, Roles, and Sharing
• Experience Builder Site Limitations Considerations
• Super User Access
• Delegated Administration
Set Up a Partner Site • Update Org-Wide Settings Advanced PRM and • Lead Distribution
Community Features
• Check Out Experience Workspaces • Deal Registration
• Create an Experience Cloud Site • Market Development Fund
• Share More Salesforce Records in • Channel Programs and Levels
Your Experience Cloud Site • Community Moderation
• Add more features with Guided • Campaign Marketplace
Setup
• Direct Messaging
• Experience Cloud Sites and Site
• Configure Dashboards to Monitor
Users in Your Salesforce Org
Your Community
• Create Pages and Groups Targeted
at Specific Audiences
Site Design • Customize Your Experience Builder Site Reporting • Experience Cloud Site Reports and
Site Dashboards
• Customize Experience Cloud Site • Custom Reports
Pages and Components (Builder) • Report Management for Partners
• Customize Experience Cloud Site • AppExchange Reporting Packages
Navigation for Experience Cloud Sites
• Which Components Can I Use with • Google Analytics™
Partner Central?
• Customize the Lead Inbox
• Customize the Quick Create Actions
• Custom Theme Layouts
Enable Partner Functionality in Your Org

Buy partner licenses to enable partner functionality in your org. Partner licenses are required to use
EDITIONS
the Lightning Partner Central community template, set up partner accounts, and create partner
users in your org. Available in: Salesforce
When you buy partner licenses, the following functionality is enabled in your org: Classic (not available in all
orgs) and Lightning
• The Partner Central Experience Cloud Site template.
Experience
• The default Partner User profile. You can clone it to create custom partner profiles or extend
data access via permission sets. Available in: Enterprise,
• Three standard partner roles: Partner User, Partner Manager, Partner Executive. When you create
partner accounts, you can associate one of these roles with the partner users.
• A sharing rule group and category targeted at partner users.
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Set Up and Manage Experience Cloud Sites Enable Partner Functionality in Your Org
• The Manage External Account and Enable as Partner buttons on accounts.

• A Manage External User and Enable Partner User button on contacts.
Note: If you have previously purchased partner portal licenses, you already have these features in your org.
Templates Supported for Partner Sites

The choice of template for creating a partner Experience Cloud sites depends on your company’s
EDITIONS
branding requirements and the development effort you can invest in for the design of your site.
Use Partner Central to use a highly customizable template that uses slick Lightning components, Available in: Salesforce
just like Customer Service. Partner Central is designed with channel sales workflows in mind, and Classic (not available in all
comes with the Lead Inbox component to support lead distribution. You can also configure deal orgs) and Lightning
registration to allow partners to submit leads from the site with a few button clicks and no code. Experience
Plus, you get the same rich, responsive Lightning look and feel across devices, including mobile Available in: Enterprise,
devices. Performance, Unlimited,
If you prefer the Salesforce Classic look and feel, use the Salesforce Tabs + Visualforce template. and Developer Editions
This option allows heavy rebranding, but you’ll need developers with Visualforce skills.
What’s Your Partner Experience Cloud Site Strategy?

The type of partner site you create depends on your business, your channel sales program, and the
EDITIONS
tiers within it. For example, the strategy for a hardware manufacturer with a few partners is different
from that of an insurance company with a large agent network. Available in: Salesforce
Try to get early answers to these questions to plan your site strategy: Classic (not available in all
orgs) and Lightning
• How many Partner Community licenses do I need?
Experience
Note: If you don’t need access to all sales objects, such as opportunities, leads, and
campaigns, you can also use Customer Community Plus licenses for partners. Performance, Unlimited,
• Can I invite all my partners to the same Experience Cloud site or do I need multiple sites? and Developer Editions
• What objects do I need to grant permissions for in my partner profiles? Do I need to three roles
per account?
• What level of data visibility and privacy do I need for my site?
• Do I want to allow my partners to self-register?
For more ideas on planning your site strategy, check out this Trailhead module for Communities.
SEE ALSO:
824
Set Up and Manage Experience Cloud Sites Migrate from a Partner Portal to an Experience Cloud Site
Migrate from a Partner Portal to an Experience Cloud Site

Salesforce recommends that you migrate from partner portals to Experience Cloud sites. Portal
EDITIONS
licenses are supported in Experience Coud sites so you don’t need to switch licenses.
Note: Starting from Summer ’13, portals are no longer available for new Salesforce orgs. Available in: Salesforce
Existing organizations using portals can continue to use their partner portals or migrate to Classic (not available in all
orgs) and Lightning
an Experience Cloud site. If you don’t have a partner portal, but want to share records and
Experience
information with your partners, give an Experience Cloud site a try. Contact Salesforce for
more information. Available in: Enterprise,
Why Migrate from Portals to Experience Cloud sites?
Experience Cloud sites offer all the functionality available in portals and customer portals, plus more
features including:
• A rich, responsive, mobile-ready Lightning solution designed with channel sales and marketing workflows in mind: Partner Central
• Build personalized, rich experiences with your company’s branding
• Collaborate with your partner users in groups and feeds
• Share files
• Access to reports and dashboards plus the ability to create custom reports for your site
• Single sign-on and login support for multiple authentication providers
• Content moderation, direct messages, and much more
• Single location where you can design, moderate, and manage your site
Plus, we’re working round the clock to bring you more features in every release.
If You Continue to Use Partner Portals

All the information about setting up partner accounts, users, portals, and tracking partner sales is available in the Salesforce Partner Portal
Guide.
Prep Your Org for a Partner Site

To view accounts: Read on accounts Available in: Salesforce

To create accounts: Create on accounts
orgs) and Lightning
To disable a partner account: Manage External Users Experience
To create, edit, disable, or deactivate partner Manage External Users Available in: Enterprise,
users: Performance, Unlimited,
To create contacts: Create on contacts
To view contacts: Read on contacts
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Set Up and Manage Experience Cloud Sites Prep Your Org for a Partner Site
To set field-level security: Manage Profiles and Permission Sets

AND
To set sharing rules: Manage Sharing
You’ve bought your partner licenses and have partner functionality enabled in your org. You’re ready to collaborate with your partners
and start closing deals together. Before you actually create a partner site, work with your channel manager to create partner accounts
and users, assign partner roles, and manage permissions.
At the very outset, set up the channel manager role and assign it to the internal users in your org who manage channel sales and work
with partner organizations.
Channel managers with the necessary permissions can perform the next steps.
1. Each partner account is automatically assigned three partner roles.
Tip: We strongly recommend that you reduce the number of roles to one role: Partner User. To avoid role proliferation, it’s
better to use one role and grant super user access to users who need access to other users’ data.
2. In Setup, type Sharing Settings in the Quick Find/Search box and edit the organization-wide defaults. Set the Default
External Access setting to Private for all the objects you want to share with your partners.
3. Clone and customize the Partner User profile per your site’s needs and, if necessary, grant extra permissions with a permission set.
4. Create a partner account for each partner organization you work with. Partner accounts store details about partner users and their
sales data.
5. Also, plan how you want to use sharing rules to share data with partners.
6. Add users from each partner company as contacts on the respective partner account.
7. Convert the contacts on the partner account to partner users and assign a partner license, profile, and role.
8. Optionally, enable and grant super user access to partner users if you want them to view data owned by other users in their role
hierarchy.
9. If you work with many partner users or don’t want to deal with user management for a partner organization, consider delegating
user administration.
With that, you’re ready to set up a site and assign partner users to it.
SEE ALSO:
Default Organization-Wide Access Levels
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Set Up the Channel Manager Role

Channel managers are internal users who manage your partner accounts and partner users. Before
EDITIONS
setting up a partner site, identify an internal user to play the channel manager role.
Channel Manager Role Classic (not available in all
orgs) and Lightning
Ideally, channel managers should create all the partner accounts for the partner organizations they Experience
manage. All partner users associated with a partner account automatically fall below the channel
manager in the partner role hierarchy. So all the data owned by those partner users rolls up and is Available in: Enterprise,
visible to the channel manager. Performance, Unlimited,
Channel Manager Profile

Profiles determine the permissions users have, page layouts they see, the tabs and record types available to them, and other settings.
Create a custom profile for channel managers or use a permission set to grant permissions to a standard profile. A few tips on what you
might want to include:
Grant the “PermissionsManagePartners” permission
When this permission is enabled, channel managers can create partner accounts and partner users.
Make the following objects available to channel managers
Leads, Accounts, Contacts, Opportunities, Documents, Campaigns, Products, and any other object you plan to share with partner
users in your site.
Assign record types
Assign record types to channel manager profiles. For example, the Lightning Partner Management solution includes two lead record
types: one to track sales leads and the other to register deals. Make sure that your channel manager has access to both.
Make the Partner Account field visible to channel managers on leads, accounts, and opportunities
Channel managers can create list views or reports for tracking partner user activity.
Assign page layouts
Assign the appropriate page layouts to your channel manager profiles.
Make the Last Transfer Date field visible to channel managers on leads
Channel managers can create lists views or reports for tracking partner user activity.
More Tips
• Create a public sharing group for channel managers. You can use this group for filtering and controlling access to documents.
• Create a lead queue for channel managers. You can use this queue for lead assignment rules.
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Create Partner Accounts

Add each company with which you partner to Salesforce as a business account. We recommend
EDITIONS
that channel managers create partner accounts so they can view all partner data.
Partner accounts are Salesforce accounts that a channel manager uses to manage partner Available in: Salesforce
organizations, partner users, and activities when using a partner site or partner portal. A channel Classic (not available in all
manager who owns a partner account can access all the data associated with the partner account orgs) and Lightning
and the associated partner users. Experience
Note: The partner user role is a subordinate of the account owner's role. All data for the Available in: Enterprise,
partner user role rolls up to the partner account owner's role. Keep in mind that if you disable Performance, Unlimited,
a partner user, their partner user role becomes obsolete and their data no longer rolls up to and Developer Editions
the partner account role.
1. Create a business account. USER PERMISSIONS
2. Click Manage External Account, and then click Enable as Partner. To view accounts:
The Enable as Partner and Disable Partner Account actions aren’t available in the Salesforce • Read on accounts
mobile app. To create accounts:
• Create on accounts
3. In the confirmation dialog, select Yes, I want to enable this account as a Partner Account.
To create a partner account:
4. Click Confirm.
Note:
• If your organization has person accounts, they cannot be used as partner accounts.
Only business accounts can be used as partner accounts.
• Partner accounts can’t be deleted, but they can be disabled.
• To enable a partner in Lightning Experience, add the Enable Partner User button
to the Salesforce Mobile and Lightning Experience Actions section on the Account
and Contact page layouts.
After you create a partner account, you can add users to the account as contact records and then convert them to partner users. Partner
users are Salesforce users with access to CRM objects, such as opportunities, leads, and campaigns. Partner users can access and modify
the Salesforce data you share with them by logging in to a site. They can be added to account or opportunity teams.
SEE ALSO:
Add Teams to Your Accounts
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Disable Partner Accounts

You can’t delete partner accounts, but you can disable them. Disabling a partner account disables
EDITIONS
partner users associated with the account. We recommend disabling a partner account only if the
account was accidentally enabled for site access. Available in: Salesforce
If you choose to disable a partner account: Classic (not available in all
orgs) and Lightning
• Up to 15 active and inactive external users associated with the account are permanently disabled.
Experience
You also remove them from all sites, groups, teams, permission sets, and sharing rules they’re
associated with. Available in: Enterprise,
• If there are more than 15 active or inactive external users associated with an account, you can’t Performance, Unlimited,
disable it. Disable the users before disabling the account. and Developer Editions
• Roles and groups associated with the account are permanently deleted and not moved to the
Recycle Bin. USER PERMISSIONS
1. Go to the account detail page for the account you want to disable. To view accounts:
2. Click Manage External Account, then click Disable Partner Account. • Read on accounts
3. Click OK to confirm. To create accounts:
• Create on accounts
Warning:
To disable a partner
If you decide to re-enable the account in the future, you can re-enable individual contacts as partner account:
site users. Re-enabling a contact for a partner site creates a partner user record that is not associated • Manage External Users
with the previous partner user and role. You can’t restore deleted roles and groups.
Create Partner Users

After you create a partner account, add users to the account as contact records and then convert
EDITIONS
them to partner users. Partner users are Salesforce users with access to CRM objects such as
opportunities, leads, and campaigns. Partner users can access Salesforce data when they’re invited Available in: Salesforce
to a site. Classic (not available in all
orgs) and Lightning
Tip: Before creating partner users, configure your Experience Cloud site so your partner users
Experience
don’t log into it before it’s ready.
1. View the partner account contact you want to convert to a partner user. Available in: Enterprise,
2. On the contact detail page, click Manage External User and choose Enable Partner User. and Developer Editions
Note: To manage an external user in Lightning Experience, add the following buttons
to the Salesforce Mobile and Lightning Experience Actions sections of the Account USER PERMISSIONS
and Contact page layouts.
To create, edit, disable, or
• On Accounts:
deactivate partner users:
– Enable as Partner • Manage External Users
– Disable Partner Account To create contacts:
– Disable Customer Account • Create on contacts
To view contacts:
• On Contacts:
• Read on contacts
– Enable Customer User
– Enable Partner User
– Enable Super User Access
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– Disable Customer User

– Disable Partner User
– Disable Partner Super Access
– Log in to Experience
– Log in to Portal
3. Edit the user record for this partner and assign a partner license, role, and profile.
Tip: You can use a Customer Community Plus license if the user doesn’t require access to CRM objects, such as opportunities,
leads, and campaigns.
4. Click Save.
After you create a partner user, you can edit the partner account and the partner user independently. Changes made to one aren’t
reflected in the other.
Tip: To check or troubleshoot issues with the partner user account, on the contact detail page, click Manage External User and
choose Log in to Portal as User. A new browser window opens and you’re logged in to the site as a site user.
Consider the following when creating partner users:
• The available profiles for the partner user are limited to the Partner User profile or profiles that have been cloned from it.
• The Role dropdown is read-only the first time you enable a contact as a partner or customer user for an account. The next time you
enable a contact on this account as a customer or partner user, you can select a Role for the user.
• Unlike a standard user, the partner user role is automatically assigned based on the account name.
• The partner user role is a subordinate of the account owner's role. All data for the partner user role rolls up to the partner account
owner's role. Keep in mind that if you disable a partner user, their partner user role becomes obsolete and their data no longer rolls
up to the partner account role.
• Partner users and contacts can’t be deleted. If you no longer want a partner user to have access to their site, deactivate the partner
user.
• If you’ve enabled a user as a delegated administrator, note the following requirement. Before the user can create an external user,
you must add at least one partner profile to the Assignable Profiles related list and assign the user the “Manage External Users”
permission.
SEE ALSO:
Partner User Profile

When you buy Partner Community licenses, the Partner User profile is automatically created in your
EDITIONS
org. The Partner User profile can’t be modified, but you can clone it or create permission sets to
specify what partner users can do. Available in: Salesforce
Note: The Partner User profile is also available in your org if your organization has bought Classic (not available in all
orgs) and Lightning
Partner Portal or Customer Community Plus licenses.
Experience
The profile you assign to partner users defines what data they can access within a site. For example,
you can control whether users can view, create, or edit cases and custom object records using Available in: Enterprise,
profiles and permission sets. You can also clone the Partner User profile and create custom profiles Performance, Unlimited,
with varying permissions. and Developer Editions
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For each cloned profile, ensure that the “API Only User” permission is not selected. Users associated with this permission selected aren’t
able to log in to their sites.
Partner User Roles

To manage partner users: Manage External Users Available in: Salesforce

orgs) and Lightning
To create, edit, and delete page layouts: Customize Application Experience
To set field-level security: Manage Profiles and Permission Sets Available in: Enterprise,
AND
To set sharing rules: Manage Sharing
When you enable the first external user on a partner account, a user role hierarchy is created for that account. This role hierarchy rolls
up to the account owner (typically, the channel manager). The three roles in this hierarchy are Partner User, Partner Manager, or Partner
Executive. When you create contacts on the partner account and convert them to external users, assign one of these roles to them.
The Partner User role rolls up to the Partner Manager role, which rolls up to the Partner Executive role. The Partner Executive role rolls
up to the Channel Manager role. Partner users can view and edit all data owned by or shared with users below them in the hierarchy,
regardless of the org’s sharing model.
The role names include the partner account name. For example, the partner account name is Acme. The three roles created for the Acme
account are Acme Partner User, Acme Partner Manager, and Acme Partner Executive. If the ownership of a partner account is changed
to another channel manager, the partner user role is moved to that location in the role hierarchy.
Tip: We recommend that you reduce the number of roles to one. Grant super user access to partner users if you want them to
see other partner users’ data.
For large Salesforce orgs, we also recommend that you move your partner roles to a separate branch in your role hierarchy. Then,
grant the partner users access to the partner account with a sharing rule. This configuration improves performance for realignment
operations when there are account owner changes.
You can delete partner roles, in which case the roles are renamed to maintain the hierarchy. For example, if the Manager role is deleted
from a three-role hierarchy of Executive, Manager, and User, then the Executive role is renamed to Manager. The object ID remains the
same. When you create a partner role, it is automatically placed at the top as a parent. You can delete multiple roles in bulk for better
performance. For example, if most of your users are assigned the User role, you can delete the Executive and Manager roles. For more
information on deleting partner roles, see SOAP API Developer's Guide.
SEE ALSO:
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Sharing Data with Partner Users

Sharing groups and a sharing rule category are available by default in your org to share Salesforce
EDITIONS
data with partner users in an Experience Cloud site.
Tip: Org-wide defaults and field-level security also control data access for partners in Available in: Salesforce
Experience Cloud sites. Set the Default External Access setting to Private for all the objects Classic (not available in all
orgs) and Lightning
you want to expose to partner users in your site.
Experience
After you buy partner licenses for your org, the following groups and sharing rule category are
created: Available in: Enterprise,
Group or Category Description
All Partner Portal Users group Contains all partner users in your organization
USER PERMISSIONS
All Internal Users group Contains all Salesforce users in your organization
To manage partner users:
Roles and Internal Subordinates sharing rule Allows you to create sharing rules in which you • Manage External Users
category can choose specific Salesforce users in your
To set field-level security:
organization by role, including users in roles
below the selected role. Partner roles are Permission Sets
excluded.
AND
Use these groups and the sharing rule category to easily create sharing rules that grant all Experience To set sharing rules:
Cloud site, portal, or Salesforce users access to specific data. • Manage Sharing
Note: Customer Community licenses support sharing sets, but not sharing rules. And currently,
sharing sets don’t support objects that are associated with multiple other objects of the same
type. To use such features, your community members must have the Customer Community
Plus or Partner Community license. With that said, sharing set support for the Contacts to
Multiple Accounts feature is available as a pilot feature.
Set Partner Username Uniqueness Requirement to the Org Level

You are no longer required to create a username that is different from all previously created
EDITIONS
usernames, when adding someone to an Experience Cloud site. Select Require unique usernames
for partners in this org to contain the unique username requirement to one org and one org Available in: Salesforce
only. After you enable this preference, it can’t be reversed. Classic (not available in all
Orgs created after Winter ‘19 automatically contain username uniqueness at the org level. Contact orgs) and Lightning
Salesforce Customer Support to enable this option in orgs created before Winter ‘19, then go to Experience
Setup > Digital Experiences > Settings to turn on this preference. Once enabled, partners are Available in: Enterprise,
required to provide their org IDs when logging in through an API. Performance, Unlimited,
Note: Uploads using Data Loader, Excel Import, and Sendia are not available to partner users and Developer Editions
with this preference enabled.
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Enable Leads for Visualforce Sites

If you are using the Salesforce Tabs + Visualforce template, enable leads for partner users in your
EDITIONS
Experience Cloud site so that they can access and create leads in your sites.
When you enable leads for partner users in your site, you can assign leads to those members. Also, Available in: Salesforce
partner users can edit leads, create leads, import leads, and mass update leads in a list view. Classic (not available in all
orgs) and Lightning
Experience
2. Click Administration > Tabs, and add the Leads tab to the list of available tabs in your site.
3. In Setup, set tab visibility and object permissions. You can either set them on the profile or Performance, Unlimited,
using a permission set. If you plan to apply these permissions selectively, we recommend using and Developer Editions
a permission set .
a. If using a permission set, use the following settings for leads: USER PERMISSIONS
• In the Tab Settings, select Available and Visible.
To enable leads for partner
• In the Object Settings, select Read, Create, and Edit. users:
b. If using a profile, such as the Partner User profile, set the leads tab setting to Default
Permission Sets
On and enable the Read, Create, and Edit object permissions for leads.
4. Optionally, you can assign extra permissions that enable advanced features for your partners.
If you plan to apply these permissions to only some of your partner users, we recommend creating separate permissions sets.
Note: Partner users with legacy portal licenses can use these advanced features in sites, but not in portals.
Feature Partner User Permission Needed

To import leads using the Import Leads link on the Leads tab in your site. “Import Leads”
If your partner user is importing leads, it might also make sense to allow them to import AND
accounts and contacts using the Import My Organization’s Accounts & Contacts Optionally, “Import Personal Contacts”
link on the Accounts and Contacts tabs in your site.
To change the status of multiple leads via the Change Status button. “Manage Leads”
To change the owner of multiple leads via the Change Owner button. “Transfer Leads”
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Assign Cases to Partners

Assign cases to partner users so they can view, modify, and update case information.
EDITIONS
Before you assign cases to partners, ensure partners have permissions to read and update cases.
You can only assign cases that you have access to. Available in: Salesforce
1. On the case detail page, click [Change] next to the Case Owner field.
orgs)
2. Select Partner User from the Owner drop-down list and enter the name of the partner user.
3. Optionally, select the Send Notification Email checkbox to send an email to the new owner. Performance, Unlimited,
The partner user can view and edit the case from their Experience Cloud site.
USER PERMISSIONS
Note:
• Case comments added by partner site users are public and visible to any user that can To assign cases to partners:
view the case. • Edit on cases
• You can create case assignment and escalation rules that automatically assign cases to AND
partner users based on criteria that you define. Transfer Cases or
Transfer Record
Assign Tasks and Events to Partners

If you have added a calendar to your Experience Cloud site, you can add events to it. Partner users
EDITIONS
with the Edit Events permission can create and edit their own events. Also, with the appropriate
field-level security settings, partner users can view and create activities related to leads or Available in: Salesforce
opportunities. Classic (not available in all
Partner users can add tasks to leads or opportunities as reminders of particular tasks. Administrators orgs) and Lightning
and channel managers can view the activity history for a particular lead or opportunity, or use Experience
reports to track activities assigned to partner users. A partner user can only add tasks for or see Available in: Enterprise,
calendars shared by: Performance, Unlimited,
• Other partner users assigned to the same account. and Developer Editions
• The channel manager for their account.
USER PERMISSIONS
To assign events to partner

users:
• Edit Events
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Configure an External Account Hierarchy

Set up an external account hierarchy to seamlessly share data with other external users.
EDITIONS
You must purchase a Partner or Customer Community Plus license to use this feature.
External account hierarchies work like Salesforce role hierarchies. Account records, owned by users
with roles in child accounts that are part of an external account hierarchy, share data with the parent
accounts in that hierarchy. As a result, data can be shared without creating sharing rules.
USER PERMISSIONS
To manage external users:

profiles:
Permission Sets
Note: Sharing rules can work along with external account hierarchies. Data shared by sharing sets doesn’t roll up in role hierarchies.
1. Go to Digital Experiences > Settings > Enable External Account Hierarchy.

2. After you enable this preference, the External Account Hierarchy object is available in your org.
3. Click New to create a hierarchy.
4. To create a level within your hierarchy, click Add Child Account. Then check Activate, to make the hierarchy active and to allow
data from the child account to be shared with the parent account.
5. You can continue to build your hierarchy up to five levels deep by adding child accounts and activating the hierarchy nodes. Contact
your Salesforce account executive if you need a hierarchy that’s more than five levels deep.
Note the following limitations for external account hierarchies:
• Child account data is shared with the highest role at each level within the external account hierarchy.
• You can add up to five hierarchical levels in an external account hierarchy. Contact your Salesforce account executive if you need
more than five hierarchical levels.
• External account hierarchies can only be used for business accounts, not person accounts.
• External account hierarchies are incompatible with account role optimization (ARO).
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• Internal owners of child accounts that participate in an external account hierarchy may no longer be managers of external users in
the account they own. As a result, they lose access to the records owned by those users.
• Accounts used in an external account hierarchy can’t be merged with another account.
• External account hierarchies must have at least one role. If a user attempts to delete the last role in an account used in an external
account hierarchy, they get an error.
• Only customer or partner accounts can use external account hierarchies. The hierarchy can contain only one type of account, either
partner or customer, but not both.
• A customer or partner account can’t be used in more than one active external account hierarchy.
• There’s a limit of 100,000 external account hierarchy records per organization.

Super users can get insights into the records of other partner users who are at their role level or
EDITIONS
below them in the role hierarchy. Super users can access records according to their level of
permissions. For example, if a manager with full access to cases is granted Super User Access, then Available in: Salesforce
they can view and edit cases of other managers and their direct reports. A different manager who Classic (not available in all
has read-only access to cases can only view the cases of other managers and their direct reports, orgs) and Lightning
even as a Super User. Experience
A few things to consider before you grant super user access to users. Available in: Enterprise,
• Enable Partner Super User Access in your Digital Experience settings before granting access to Performance, Unlimited,
individual partner users. and Developer Editions
• Partner super user access applies only to cases, leads, custom objects, and opportunities.
• Partner super users have access based on their user permissions. USER PERMISSIONS
• Partner Super Users with Role Can Access Data Owned By or Shared With To enable Partner Super
User Access:
Partner Executive – All partner users and partner super users in the • Customize Application
same role
– Manager and User roles below them in the
hierarchy
Partner Manager – All partner users and partner super users in the
same role
– User roles below them in the hierarchy
Partner User All partner users and partner super users in the same
role (User roles only)
• Use this information to grant super user access to users with Partner Community licenses.
1. View the contact record for the user on the partner account.
2. Click Manage External Account, then choose Enable Super User Access.
3. Click OK.
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This grants super user access to the user with a Partner Community license. You can also grant super user access to users with Customer
Community Plus licenses.
SEE ALSO:
Optimize Account Roles to Improve Performance and Scale Your Org

Minimizing the number of roles for users with Customer Community Plus and Partner Community licenses can improve performance.
Consider using account role optimization if you anticipate having a large volume of business accounts with a single Experience Cloud
site user. In this scenario, all accounts with one site user owned by the same employee use a single shared person role. This optimization
could replace the need for possibly thousands of account roles.
When the first role-based user with a Customer Community Plus license or a Partner Community license is provisioned for an account
record, a shared person role is created. This role is used instead of your org’s default number of site roles, and it rolls up to the account
owner.
When a second role-based user with a Customer Community Plus or Partner Community license is added to the account, account role
optimization no longer applies. Instead the account creates the org’s default number of site roles. Both users are assigned to a regular
site role. In a three-role hierarchy, the Executive, Manager, and User roles are created. The top-most role rolls up to the account owner.
Account role optimization interacts with Customer Community Plus and Partner Community license users independently. If an account
has a single user with a Customer Community Plus license and two users with Partner Community licenses, account role optimization
applies only to the user with the Customer Community Plus license. The user with the Customer Community Plus license is assigned to
the shared customer site person role. Each user with the Partner Community license is individually assigned to one of the account’s
partner site roles. This feature doesn’t affect role usage for person accounts.
Role or Community User Allocations Allocation Details

Total roles in an org for users with Customer 50,000 This allocation includes all roles associated with users in an org
Community Plus and Partner Community who hold Customer Community Plus and Partner Community
licenses. licenses. If you need more roles, contact Salesforce Customer
Support and ask for a Large User Volumes assessment.
Maximum person account site users that a 50,000 Contact Salesforce Customer Support to increase this allocation.
Salesforce user can own
1. From Setup, enter Sharing Settings in the Quick Find box and select Sharing Settings.
2. In the Other Settings section, enable Use person role for first site user in partner and customer accounts.
Review how account role optimization responds to account changes.
Change to Account Account Role Optimization Response

Account merges A shared person role is used when an account merge results in a
single Experience Cloud site user or a single portal user (or one of
each type).
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Change to Account Account Role Optimization Response

Change in account ownership The single Experience Cloud site user assigned to the original
account owner is reassigned to the new owner’s shared person
role.
Community user license upgraded to a role-based community user If the account owner doesn’t already have another role-based
license Experience Cloud site user, a shared person role is assigned to the
site user.
Contact moved to a different account Regular Experience Cloud site roles are used regardless of whether
a role-based site user exists in the new parent account.
SEE ALSO:
Sharing Considerations for Using Account Role Optimization in Experience Cloud Sites
Partner User Roles
Sharing Considerations for Using Account Role Optimization in Experience Cloud Sites
The combination of role-based sharing and account role optimization provides access to records and reports across accounts in Experience
Cloud sites. Consider using targeted sharing access when you activate account role optimization. When an account is optimized for roles
and is using role-based sharing, any role-based share for that account exposes its records to all other accounts that roll up to the same
shared person role.
Note: Role-based sharing and account role optimization are available for Customer Community Plus and Partner Community
licenses.
Let’s look at an example.
Acme has a high volume of customer and partner Experience Cloud site accounts, and enables account role optimization to help minimize the
number of Experience Cloud site roles they use. Using account role optimization Acme is able to have multiple site accounts share the same
person role.
Acme has Apex sharing code that shares certain types of records based on roles. This combination of account role optimization and role-based
sharing exposes these records to site users across multiple accounts in Acme’s org and sites.
To address this situation, Acme reviews their Apex sharing code, triggers, and workflows. They locate every instance where record access is
linked to roles, remove role-based sharing, and write code to target sharing access to specific site users.
When using account role optimization, it’s best to adjust your sharing settings to share directly with account users.
Consideration Recommendation
Using Apex Sharing Code and Apex Triggers Review your existing Apex sharing code, triggers, and workflows,
and determine if record access is linked to roles.
If an Experience Cloud site user from an account that uses account
role optimization must access specific records, update your Apex
sharing code to target the user instead of a role. Do consider what
action to take if a second user is added to the account and a new
account role is created.
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Consideration Recommendation
Using Record Access on a Role If you grant record access using a role that is associated with
account role optimization, the original user loses access to the
record if a second user is added to the account. An Apex trigger
or workflow can prevent this from happening.
Recommendation:
Create an Apex trigger or workflow to allow the site user to retain
access to records even if a second site user is added.
Sharing Records, Folders, or Reports with Experience Cloud Site If you want Experience Cloud site account users to have access to:
Accounts
• records
• folders
• email folders
• reports
• dashboards
• list views
• dashboards
it’s best to use targeted sharing. If you choose to use sharing rules,
don’t target the shared person role. Role-based sharing grants
access to all accounts that roll up to the shared person role.
Recommendations:
Create a public group and add the site user to that group. Then
use the public group as the target of the sharing rule.
Another option is to use manual sharing or Apex-managed sharing
to share the object directly with a user.
Share list views, folders, reports, or dashboards directly with account
users, instead of using role-based sharing.
Use a Shared Person Account Role for Community Users

Convert single-user accounts associated with sites to use a shared person account role.
Important: If you have a large number of business accounts with a single Experience Cloud site user, we recommend enabling
account role optimization for increased performance in your sites.
The PortalRole field in the User object is used to specify user roles.
1. Enable account role optimization in your org to use shared person account roles.
2. Update the role of a Experience Cloud site user to the shared person account role via Apex. This sample Apex code illustrates how
to update the role of a site user, and convert the user to the shared person account role.
User u = new User();

u.Id = '<user id>';
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Set Up and Manage Experience Cloud Sites Manage Channel Partnerships with Channel Programs and
Levels
u.PortalRole = 'PersonAccount';
update u;
SEE ALSO:
Optimize Account Roles to Improve Performance and Scale Your Org
Manage Channel Partnerships with Channel Programs and Levels

Use channel programs and levels to organize and manage channel partners. Within each program, you can group partners into levels,
such as bronze, silver, and gold, and promote them based on performance. Use sharing groups, audience targeting, and sharing settings
to manage access to resources based on program or level.
Organize Partner Users

• Group partners by type or geography
• Create levels within each program that organize partners by position or rank
• Add or remove members from channel programs or levels using groups
• Promote or demote users by changing group membership
Manage Access to Resources

• Use audience targeting to create different versions of a page with criteria fields specific to each program level
• Use the criteria fields for audience targeting to assign visibility to certain components or branding sets
• Set organization-wide defaults and sharing settings to control access to Channel Program Level and Channel Program Member
objects
• Offer incentives to different levels, such as market development funds, to motivate partner users to meet Key Performance
Indicators(KPIs)
Track Individual Performances

• Measure partner users’ performances, and establish benchmarks for their channel programs
• Customize partner scorecards so that you get the report summary results that channel account managers or executive teams wants
to see
• Add multiple scorecards for tracking different categories
SEE ALSO:
Market Development Funds
Track Performance with Partner Scorecard
Manage Channel Program Members with Sharing Groups
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Levels
Create a Channel Program

Channel programs help channel managers organize multiple-channel sales organizations. Managers
EDITIONS
can create programs for different types of partner users, like Resellers, Value Added Resellers (VARs),
Distributors, and Managed Service Providers (MSPs). They can also organize partner users based on Available in: Salesforce
geography or level of expertise. Classic (not available in all
Channel Programs are available to users with Partner Community licenses. orgs) and Lightning
Experience
Create a channel program to provide partner users access to leads within their region, relevant
marketing events, and relevant resources. If a partner user joins a team, you can add them to a Available in: Enterprise,
channel program by making them a channel program member. You can add or remove channel Performance, Unlimited,
program members from a channel program at any time. and Developer Editions
Tip: Enable feed tracking on the Channel Program Member object to easily track partner
activity, such as when a member changes to a different level. Be sure to add the Name column USER PERMISSIONS
to the Channel Program Member related list. You can use the name to navigate to a member’s
To create channel program
feed.
• Create on channel
1. From the App Launcher, find and open Channel Program. program
2. Click New and enter a name, category, and description.
3. Activate the Program.
4. Save the channel program.
Create Channel Program Levels

Motivate partner users to meet Key Performance Indicators (KPIs) using program levels. Create
EDITIONS
multiple levels within a program, and assign each partner user to a level that is based on their
performance. Different levels can offer different incentives. For example, the Gold level can provide Available in: Salesforce
access to market development funds, which can be used to help the partner make more sales. Classic (not available in all
Channel program members assigned to the Silver level can work toward the Gold level to gain orgs) and Lightning
access to market development funds. Experience
Channel Programs are available to users with Partner Community licenses. Available in: Enterprise,
USER PERMISSIONS
To create channel program

level
• Create on channel
program level
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Levels
Note: The My Channel Program list view shows levels of channel programs owned by and shared with a user.
Channel program levels help you organize members of a program into groups that are based on their performance and share different
resources with different groups.
1. From the App Launcher, find and open Channel Program Levels.
2. Click New and enter the name, channel program, rank, and a description.
3. Save the channel program level.
Manage Channel Program Members with Sharing Groups

Use sharing groups to manage Channel Program members. When new partner users join a team,
EDITIONS
you can add them to a Channel Program Member group. You can also move partner users to another
group when they are promoted, demoted, or transitioned to a different area of expertise. Available in: Salesforce
You can also use Channel Program Member sharing groups to manage access to resources within Classic (not available in all
levels, such as public queues, list views, sharing rules, and folders. orgs) and Lightning
Experience
Note: Deleting a partner account that was added as a channel program member, deletes
the associated channel program member. Undeleting the partner account brings back the Available in: Enterprise,
account and the channel program member, but the account is no longer enabled as a partner Performance, Unlimited,
account. and Developer Editions
Tip: Org-wide defaults and field-level security control data access for partner users in channel
groups. Set organization-wide default to Private on Channel Program Level and Channel
Program Member objects. Grant each partner user access to their level and member records
to ensure that they have visibility into their accounts and opportunities.
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Set Up and Manage Experience Cloud Sites Account Relationships and Account Relationship Data Sharing
Rules
Channel Program Member Limits

Add up to 50,000 channel program members per organization.
EDITIONS
Contact Salesforce Customer Support to increase the number of channel program members in your
organization beyond the current limit. Available in: Salesforce
orgs) and Lightning
Experience

Account Relationships and Account Relationship Data Sharing Rules

Account relationships and account relationship data sharing rules give you granular control over
EDITIONS
how account information is shared. They allow you to share object records related to an account,
such as cases, opportunities, and contacts. The shared records don’t have to be owned by a user Available in: Salesforce
of that account, they just have to be associated with it. You can also determine the access level Classic (not available in all
granted, such as read or write. orgs) and Lightning
Account relationship data sharing rules allow you to define the criteria that are used to share object Experience
records with an external account. The data sharing rule defines the relationship type, the information Available in: Enterprise,
that is shared, and the record access given to the account that is gaining access. Performance, Unlimited,
Once you’ve created your data sharing rule, you can use it to share data with an external account and Developer Editions
by creating an account relationship. The account relationship comprises the account that is sharing
information, the account that is accessing those records, and the type of relationship they have.
Go to Digital Experiences > Settings and select Enable Account Relationships under Account Relationship Settings.
SEE ALSO:
Configure Account Relationship Data Sharing Rules
Create an Account Relationship
View Shared Account Records in Your Experience Cloud Site
Considerations When Using Account Relationships and Data Sharing Rules
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Rules
Configure Account Relationship Data Sharing Rules

After account relationships are enabled, set up an account relationship data sharing rule. This rule
EDITIONS
defines the relationship type, the type of information shared, and the record access granted.
Enable Account Relationships to use this feature. Once you enable account relationships in your Available in: Salesforce
org, you can’t disable it. Classic (not available in all
orgs) and Lightning
The following fields define your sharing rule:
Experience
Field Name Description Available in: Enterprise,

Name The name of your sharing rule. We suggest that you use something and Developer Editions
that describes the rule, such as Lead Sharing for Vendors.
Developer Name API name. USER PERMISSIONS

Description A summary of the sharing rule. We suggest that you include To create and manage
information in this description about Object Type, Account Criteria Account Relationship Data
To Field, Account Relationship Type, and Access Level. Sharing Rules:
Account This field defines the type of relationship between the accounts that
Experiences
Relationship are sharing records. This field also associates the account relationship
data sharing rule with the account relationship. If the Account AND
Type
Relationship Type picklist doesn’t contain a value that you need, you You must be a member
can create a picklist value from the Account Relationship object of the site
definition page.
Access Level The level of record access granted to the account that is receiving the
information. Read and Write are the only access levels available.
Object Type The records of the object that you are sharing.
Account To The field that determines how object records are shared. Use only
Criteria Field owner and account lookup fields.
Advanced Formula Static formula criteria that can be applied to the data sharing rule to
further refine how objects are shared. When creating your static
formula criteria, be sure to use the API name for any object fields that
you include in the formula.
Object Type and Account To Criteria Fields, on the account relationship data sharing rule, determine which data is shared and how it’s
shared. Account relationship data sharing rules can apply to; accounts, campaigns, cases, contacts, custom objects, leads, opportunities,
orders, partner fund allocations, partner fund claims, partner fund requests, and partner marketing budgets.
1. From Setup, enter Digital Experiences in the Quick Find box. Select Digital Experiences.
2. Click Settings.
3. Check Enable Account Relationships and save your changes.
4. Go to Setup and enter Account Relationship in the Quick Find box, then click Account Relationship Data Sharing Rule
Settings > New.
5. Enter the same value in the Account Relationship Type field as the account relationship that is using this rule.
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Rules
6. Specify the type of access the account being shared with (Account From) gets to the sharing account’s (Account To) data, in the
Access Level field.
7. Search for the type of object that is being shared in the Object Type field.
8. Note: Custom lookup fields can be used in the Account To Criteria Field as long as they look up to a user or an account. If
they look up to a user, then the rule applies to the specified object’s records owned by the Account To’s portal users. If it looks
up to an Account, then the rule applies to the object’s records with the Account To name listed as their account.
Use the lookup field to select how the object is shared. For example, if Account To wants to share only their partner users’ owned
leads with Account From, use Owner Id in Account To Criteria Field. If Account To wants to share all their account’s leads, the Account
To Criteria field value is Partner Account Id.
Example: To share all leads owned by external users of Northern Trail Outfitters with Cloud Kicks, enter the following rule. Notice
that the Account To Criteria Field value is Owner Id.
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Rules
Let’s say you want to share leads that have Northern Trail Outfitters listed as the Partner Account Id and who have 100 employees.
Change the Account To Criteria Field value to Partner Account Id and enter the advanced formula, NumberOfEmployees = 100.
Note: The following field types are restricted for static criteria fields:
• Formula
• Roll-Up Summary
• Currency
• Custom Data Type
• Text Area (Long)
• Picklist (Multi-Select)
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Rules
• Standard (Id)
• Text (Encrypted)
• Custom and Standard Lookup fields that aren’t required
Warning: Changing the data type of the custom fields that have been entered in the static criteria formula can corrupt
your account relationship data sharing rule.
Create an Account Relationship

Once you’ve created an account relationship data sharing rule, assign it to an account relationship
EDITIONS
to begin sharing.
The following fields define the account relationship: Available in: Salesforce
Field Name Description orgs) and Lightning
Experience
Name The name of the account relationship. We suggest including both
account names and the type of relationship they have. Available in: Enterprise,
Account From The account that is gaining access to another account’s data. and Developer Editions
Account To The account that is giving access to their records to another account.
USER PERMISSIONS
Account This field defines the type of sharing rule this account relationship can
Relationship access. It is the field that associates the account relationship to the To create and manage
Type account relationship sharing rule. If the Account Relationship Type Account Relationships:
picklist value that you need is not available, go to the Account • Create and Set Up
Relationship Type field definition page on Account Relationship object Experiences
Settings page and create a picklist value. AND
You must be a member
of the Experience Cloud
1. To view the accounts that are sharing data, add the Account To and Account From related lists site
to the Account page layout.
a. From Setup, enter Account in the Object Manager Quick Find box.
b. Go to Accounts > Page Layouts > Account Page Layout.
c. Click Edit and go to the Related List tab.
d. Drag Account To and Account From related lists to the Account page layout.
e. Save your changes.
2. Go to a partner account, scroll to the Account Relationship related list, and click New to create an account relationship.
3. Enter the account who is sharing their data in the Account To field. Enter the account that is gaining access to the data in the Account
From field. The Account Relationship Type value must match the Account Relationship Type value in the account relationship data
sharing rule.
Example: If Northern Trail Outfitters wants to share their leads with Cloud Kicks, they would create the following account
relationship.
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Rules
View Shared Account Records in Your Experience Cloud Site

Once an account relationship data sharing rule is in effect, the shared information filters into the
EDITIONS
object list view of the account gaining access (Account From).
Partner Community or Customer Community Plus licenses are required to access Account Available in: Salesforce
Relationships and Account Relationship Data Sharing Rules. Classic (not available in all
orgs) and Lightning
To display this information on your partner site:
Experience
• Go to Experience Builder click Navigation Menu > Edit Default Navigation. Click Add
Menu Item and enter the name of the object you are sharing, Object Type, and enter the list Available in: Enterprise,
view you created as the default list view.
1. Create a list view for the shared object with the appropriate filters and give it a recognizable
name, such as All Open Leads.
2. Go to Experience Builder click Navigation Menu > Edit Default Navigation. Click Add Menu Item.
3. Enter the name of the object you are sharing, Object Type, and enter the list view you created as the default list view.
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Rules
Example: Before a partner account relationship was created, Cloud Kicks didn’t have access to Northern Trail Outfitters leads.
Once the rule is applied, the leads that Northern Trail Outfitters shares with Cloud Kicks appear under Cloud Kicks All Leads list
view.
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Rules
Create Reports for Account Relationships

Create a custom report using the Account Relationship object to track your account relationships.
EDITIONS
Once you’ve created the report, share your information in a dashboard.
1. Create a custom report type. Select Account Relationships as the primary object. Available in: Salesforce
2. Build your report and save it.
orgs) and Lightning
3. Share the report on a dashboard. Experience
Example: Once you’ve created a custom report type using the Account Relationship object, Available in: Enterprise,
you can build your report to fit your needs. Performance, Unlimited,
USER PERMISSIONS
To create and manage

Account Relationship Data
Sharing Rules:
Experiences
AND
You must be a member
of the Experience Cloud
site
Considerations When Using Account Relationships and Data Sharing Rules

There are a few important things to keep in mind when you use account relationships or account
EDITIONS
relationship data sharing rules.
• Sharing Rules follow our standard sharing rule procedures and aren’t the same as account Available in: Salesforce
relationship data sharing rules. Sharing rules allow you to provide visibility to objects. Account Classic (not available in all
relationship data sharing rules share specific object records with an external account if an orgs) and Lightning
account relationship is created. Deferred sharing rules don’t affect account relationship data Experience
sharing rules. Available in: Enterprise,
• Account Relationship Types are dynamic picklist values. If the value you need isn’t available, go Performance, Unlimited,
to Setup, open the Object Manager tab, and enter Account Relationship in the quick and Developer Editions
find box. Click Account Relationship > Fields & Relationships > Account Relationship
Type and select New under AccountRelationshipType Picklist Values. You can also customize
an existing value. You can’t replace, delete, or deactivate an Account Relationship Type picklist value used in an account relationship
or account relationship data sharing rule.
• After an account relationship is saved, only its name can be updated. To make further changes, delete the account relationship and
create a new one.
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Set Up and Manage Experience Cloud Sites Lead Distribution and Deal Registration
• Only one sharing rule can contain the same Account Relationship Type and Object Type field values. For example, you can only have
one sharing rule that combines the Lead.OwnerId Object Type field value and “Distributor” Account Relationship Type field value.
• An account that is part of an account relationship can’t be deleted or merged.
• If sharing isn’t enabled for orders, then you can’t create account relationship data sharing rules for them.
• Unmanaged packages with Namespace enabled can’t contain account relationship data sharing rules that include custom objects.
• Account Relationship don’t share data that is owned by a queue.
• Account relationships can’t share data with accounts that use account role optimization.
• Account relationships don’t share data from High Volume Portal Users.
Best Practices for Account Relationships

Looking for best practices and use cases to help you get the most out of your account relationships
EDITIONS
and account relationship sharing rules? You’ve come to the right place.
Account relationships only share data with Partner or Customer Community Plus users. Keep the Available in: Salesforce
following in mind when you use account relationships to share data: Classic (not available in all
orgs) and Lightning
• If possible, load your data before you set up account relationship data sharing rules. Loading
Experience
data after you create account relationships and account relationship data sharing rules activates
the sharing rules. Performance can be affected if large quantities of data is loaded after the rules Available in: Enterprise,
are created. If it’s necessary to load data after account relationship data sharing rules have been Performance, Unlimited,
created, load no more than 1 million records per day. and Developer Editions
• Create the account relationship before creating account relationship data sharing rules.
• Avoid bulk Contact reparenting operations.
• Limit updates to account relationship data sharing rules that are being used by multiple account relationships. Recalculating account
relationship data sharing rules for many records can take some time. If updates to active account relationship data sharing rules are
necessary, space them out to avoid performance issues. Also shared data may not be immediately available after you make the
updates.
• For optimal data processing, position users who own many records at the top of an external role hierarchy.
• Before you put your account relationship data sharing rules into production, test them in a Sandbox.
When you create account relationships, keep the following Salesforce limitation in mind:
• Salesforce has a recommended limit of 50 million records for custom objects.
Tip: If you’re loading more than 10 million records, contact your account executive before loading. We can help monitor your
progress and assist you.
Lead Distribution and Deal Registration

Experience Cloud sites provide an incredibly robust and flexible set of tools to manage both inbound
EDITIONS
and outbound leads. Use Partner Central to implement lead distribution, lead monitoring, and deal
registration with a few clicks of a button. Available in: Salesforce
Lead distribution is the practice of managing and maturing both inbound and outbound sales leads Classic (not available in all
with channel partners who are selling on your behalf. Many companies sell their products through orgs) and Lightning
partners. With the lead distribution process, companies source leads and pass them to their partners Experience
for follow-up and sales. Lead distribution is also known as lead pass. Available in: Enterprise,
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Other companies rely on their partners to source leads and register them with the company. This process is known as deal registration.
The channel manager checks in the Salesforce org to make sure that the submitted lead does not create channel conflict with other
partners.
IN THIS SECTION:
Assign Leads to Partners
You can assign leads to partners or allow partners to drive their own lead queue.
Configure Lead Distribution in Partner Central
Automatically pass on leads acquired from your web site, marketing campaigns, or referral programs using lead distribution. Partner
Central lets you share a common pool of leads with your channel partners on a partner site using the lead inbox.
Configure Deal Registration in Partner Central
Deal registration programs involve resellers registering deals with their vendor. Vendors in turn provide extra margins to the reseller
for providing early pipeline visibility for these deals and keeping out competitors. Once a deal is registered, other resellers or your
direct sales team can’t compete for the registered deal.
Assign Leads to Partners

You can assign leads to partners or allow partners to drive their own lead queue.
EDITIONS
You can:
• Directly assign leads: Assign each lead to an individual partner user.
• Configure lead distribution: Assign leads to a lead queue and allow partner users to claim orgs) and Lightning
leads from the queue. The native Partner Central Experience Cloud site template provides the Experience
lead inbox component that you can use to pass leads to partners. Use lead assignment rules
to automatically assign leads to partner users or queues based on certain properties of those Available in: Enterprise,
leads. Performance, Unlimited,
Note: User actions in a site don’t trigger assignment rules.
• Configure deal registration: Allow partners to submit qualified or mature leads to get ahead
USER PERMISSIONS
of competitors. To assign leads to partner
Assigning a lead to a partner user or partner lead queue is just like assigning a lead to any other users:
user or queue. Leads assigned directly to a user or a queue that is not part of the lead pool are • Edit on leads
shown on the site’s Leads page or tab. The partner user can see leads by selecting the appropriate
list view. Until a partner user has reviewed a lead, it displays in bold, and is in the My Unread Leads
list view.
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Configure Lead Distribution in Partner Central

Automatically pass on leads acquired from your web site, marketing campaigns, or referral programs
EDITIONS
using lead distribution. Partner Central lets you share a common pool of leads with your channel
partners on a partner site using the lead inbox. Available in: Salesforce
While companies can choose to configure lead distribution in multiple ways, one approach is to Classic (not available in all
create a shared queue and list view of leads, and use assignment rules to automatically pass leads orgs) and Lightning
to partners in the lead inbox. Use Salesforce CRM capabilities such as lead page layouts, lead record Experience
types, and assignment rules to automate the process. Partner users can accept the leads they’re Available in: Enterprise,
assigned from the lead inbox in the partner site. Performance, Unlimited,
Configure lead distribution for your partner site for: and Developer Editions
• Automated routing of company-sourced leads to channel partners

• Criteria-based lead assignment
• Increased likelihood of lead conversion
• Automated handling of dead or dormant leads
Configuring lead distribution for your Partner Central site involves the following steps.
IN THIS SECTION:
Create a Lead Process for Lead Distribution
A lead process allows you to define or customize status values or stages for leads.
Create a Queue for Lead Distribution
Create a shared queue of leads and add partners to the queue. A queue is a special type of list view that you can quickly share with
multiple users, groups, and roles. In fact, creating a queue automatically creates a list view in your org. Queues and their corresponding
list views both have visibility settings that allow you to share contents with partner users in your Experience Cloud site.
Create Page Layouts for Lead Distribution
Use page layouts to control field visibility and behavior for different types of users and sales processes. There are likely fields on the
deal registration that the company may not wish to expose to partners.
Create Lead Record Types for Lead Distribution
Create a lead record to track sales leads that you pass to partner users. Record types help you differentiate between sales leads and
registered deals, assign specific page layouts for different processes, and simplify reporting for each type of record.
Create Assignment Rules for Lead Distribution
Assignment rules allow you to automatically apply criteria to sort, queue, or act on leads. For example, use assignment rules to
automatically assign leads to the lead inbox queue for Partner Central.
Customize Partner Central for Lead Distribution
Partner Central comes predesigned to support lead distribution. Verify that the Lead Inbox component works with your lead queue
and list view and test the lead distribution process.
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Create a Lead Process for Lead Distribution

A lead process allows you to define or customize status values or stages for leads.
EDITIONS
Create a process called Lead Distribution and define the statuses that the lead can be in. When you
select status values for a process, think of all the stages a lead goes through in the process. Available in: Salesforce
Tip: To use more values than the master process record provides, customize the Lead Status orgs) and Lightning
picklist values for leads before you create the lead process. Experience
1. From Setup, enter Processes in the Quick Find box.
2. To create a lead process, such as for lead distribution, select Lead Processes. Performance, Unlimited,
3. Select the stages best suited to the lead and your business needs.
4. Save the process.
USER PERMISSIONS
To create processes:
Create a Queue for Lead Distribution

Create a shared queue of leads and add partners to the queue. A queue is a special type of list view
EDITIONS
that you can quickly share with multiple users, groups, and roles. In fact, creating a queue
automatically creates a list view in your org. Queues and their corresponding list views both have Available in: Salesforce
visibility settings that allow you to share contents with partner users in your Experience Cloud site. Classic
1. From Setup, enter Queues in the Quick Find box, then select Queues.
2. Create a queue to queue leads for the lead inbox. Let’s call this Lead Inbox Queue or an intuitive Performance, Unlimited,
name of your choice. and Developer Editions
3. On the queue detail page, under Queue Members, add the partner users you want to pass leads
to. You can set the visibility settings by profiles, roles, or users. USER PERMISSIONS
4. Save the queue, which also creates a list view by the same name.
To create and change
5. Next, go to the Leads object home in your org. From the Views drop-down list, select the list queues:
view with the same name as the queue and edit the list view. • Customize Application
AND
Note: You can’t edit list views in Lightning Experience.
Manage Public List
6. In the Step 4: Restrict Visibility section, set visibility preferences. For example, to share the queue Views
with all partners, search by and share the list view with the All Partner Users group and save. To change lead list view
In Partner Central sites, you can select this list view to display in the lead inbox in your site. You can visibility:
create and share multiple queues and the corresponding list views with partner users. Partner users • Read on leads
with permissions to access leads, queues, and the corresponding list views can see all lead list views AND
and switch between them. Create and Customize
List Views
SEE ALSO: To create, edit, or delete
Create Queues public list views:
• Manage Public List
Views
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Create Page Layouts for Lead Distribution

Use page layouts to control field visibility and behavior for different types of users and sales processes.
EDITIONS
There are likely fields on the deal registration that the company may not wish to expose to partners.
Create two page layouts: one for the channel manager and partner profiles in your partner site. Available in: Salesforce
1. From Setup, enter Leads in the Quick Find box, then select Page Layouts under Leads.
orgs) and Lightning
2. Create a lead page layout for partner users by cloning the master lead layout. Let’s call this Lead Experience
Distribution - <User Profile>.
3. Modify the page layout to add, remove, or modify the behavior of fields, action buttons, related Performance, Unlimited,
lists, and layouts based on who the layout is for. Typically, channel managers see more data and Developer Editions
than partner users.
4. Save the page layout. USER PERMISSIONS
5. Repeat for channel manager profiles.
To create or customize page
layouts:
Create Lead Record Types for Lead Distribution

Create a lead record to track sales leads that you pass to partner users. Record types help you
EDITIONS
differentiate between sales leads and registered deals, assign specific page layouts for different
processes, and simplify reporting for each type of record. Available in: Salesforce
Note: Creating a lead record type requires a lead process and a lead page layout. Classic (not available in all
orgs) and Lightning
Lead distribution is used for managing outbound leads that your company passes to your partners. Experience
Deal registration, on the other hand, allows partners to submit leads early on so they can get ahead
of their competition. Both channel managers and partner users see both lead record types, but Performance, Unlimited,
channel managers typically require more visibility and control over the data. Define lead page and Developer Editions
layouts with both channel managers and partner users needs in mind. You can assign page layouts
to profiles for each lead record type you create.
1. From Setup, enter Leads in the Quick Find box, then select Record Types under Leads.
2. Create a record type to track leads you pass to partners for lead distribution. Let’s call this Sales Lead.
For deal registration, create a separate record type called Deal Registration.
3. Activate the record type and assign it to the appropriate partner and channel manager profiles for your site.
4. Assign page layouts for the partner and channel manager profiles.
5. Edit the picklist values for the Lead Source record type. Include values that let you track inbound leads from deal registration (from
partners) separately from outbound sales leads (passed to partners).
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Create Assignment Rules for Lead Distribution

Assignment rules allow you to automatically apply criteria to sort, queue, or act on leads. For example,
EDITIONS
use assignment rules to automatically assign leads to the lead inbox queue for Partner Central.
For lead distribution, use assignment rules to define the criteria by which you want to distribute Available in: Salesforce
your leads, such as partner tier, geography, or specialization. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Leads in the Quick Find box, then select Lead Assignment Rules.
Experience
2. Create a lead assignment rule, let’s call this All Channel Sales Leads.
3. Create rules to filter leads by record field values or user criteria and assign them to the lead Professional, Enterprise,
inbox queue. Performance, Unlimited,
You can also create rules to directly assign leads to partner users. and Developer Editions
4. To send an email notification when a lead is assigned to the queue, select an email template.
You can also create custom templates for partner email notifications.
Note: Assignment rules that run after, rather than during, lead creation can’t include the Campaign field in their criteria.
Customize Partner Central for Lead Distribution

Partner Central comes predesigned to support lead distribution. Verify that the Lead Inbox
EDITIONS
component works with your lead queue and list view and test the lead distribution process.
1. In your Partner Central site, go to the Home page in Experience Builder. Available in: Salesforce
2. Click the Lead Inbox component and select the lead list view you want to display and link to.
orgs) and Lightning
Configure other properties in the Property Editor.
Experience
3. To save your changes, publish the site.
4. Log in as a partner to test the lead distribution process. Performance, Unlimited,
• Create a few test leads that match the assignment rules for the lead queue. and Developer Editions
• Make sure that the leads show up in the lead inbox queue and list view.
• Accept a lead. Accepting a lead makes the partner the owner of the lead.
• Verify that the lead shows up in the partners list view.
Configure Deal Registration in Partner Central

Deal registration programs involve resellers registering deals with their vendor. Vendors in turn
EDITIONS
provide extra margins to the reseller for providing early pipeline visibility for these deals and keeping
out competitors. Once a deal is registered, other resellers or your direct sales team can’t compete Available in: Salesforce
for the registered deal. Classic (not available in all
Configure deal registration to: orgs) and Lightning
Experience
• Automate the submission & approval process
• Increase partner competitiveness and participation Available in: Enterprise,
• Provide incentives to partners for leads they convert quickly
• Get early visibility into your pipeline
• Manage channel conflict
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• Monitor channel revenues both within your Experience Cloud site and in Salesforce
Here’s a summary of how to configure deal registration in your Partner Central site.
IN THIS SECTION:
Create Processes for Deal Registration
A process allows you to define or customize the stages in the sales process for leads or opportunities.
Create Page Layouts for Deal Registration
Use page layouts to control field visibility and behavior for different types of users and sales processes. There are likely fields on leads
that you might not want to expose only to channel managers and not partners.
Create Lead Record Types for Deal Registration
Create a lead record type to track deals submitted by partners in Experience Cloud sites. Record types help you differentiate between
sales leads and registered deals, assign page layouts for each profile for deal registration, and simplify reporting by lead record type.
Create a Global Action to Let Partners Register Deals
Create a global action to allow partners to register deals from Experience Cloud sites. Partner Central comes with a Quick Create
button that you can add the global action to so partners can register deals.
Customize Opportunities for Deal Registration
Create an opportunity process, page layout, and record type, similar to leads.
Create Approval Workflows for Deal Registration
Approval workflows are unique to each organization’s sales needs and business processes.
Customize Partner Central for Deal Registration
Partner Central comes predesigned to support deal registration. Use the Quick Create button to share a global action to submit
registered deals. The template contains lead and deal list views for partner users.
Create Processes for Deal Registration

A process allows you to define or customize the stages in the sales process for leads or opportunities.
EDITIONS
When you select status values for a process, think of all the stages a lead or an opportunity goes
through. For example, for deal registration, the Lead Status values could be New, Submitted, Available in: Salesforce
Approved, Rejected. Classic (not available in all
orgs) and Lightning
Create a process for leads. Create a separate process for opportunities.
Experience
Tip: To use more values than the master process record provides, customize the Lead Status
picklist values for leads before you create the lead process. Also, add the Deal Registration to Performance, Unlimited,
the Lead Source picklist values. and Developer Editions
1. From Setup, enter Processes in the Quick Find box.
2. To create a process for leads, select Lead Processes. To create a process for opportunities, USER PERMISSIONS
select Sales Process under Opportunities.
To create processes:
3. Select the stages best suited to the lead or opportunity and your business needs.
4. Save the process.
857
Create Page Layouts for Deal Registration

Use page layouts to control field visibility and behavior for different types of users and sales processes.
EDITIONS
There are likely fields on leads that you might not want to expose only to channel managers and
not partners. Available in: Salesforce
Create two page layouts: one for the channel manager and partner profiles in your partner site. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Leads in the Quick Find box, then select Page Layouts under Leads.
Experience
2. Create a lead page layout for partner users by cloning the master lead layout. Let’s call this Deal
Registration - <User Profile>, or specifically, Deal Registration - Partner Users. Available in: Enterprise,
3. Modify the page layout to add, remove, or modify the behavior of fields, action buttons, related and Developer Editions
lists, and layouts based on who the layout is for.
Tip: USER PERMISSIONS

• Extend the Lead Source picklist values to indicate which leads are submitted by
partners as deals. layouts:
• Add a custom, auto-numbering field called Deal ID to both partner and channel • Customize Application
manager page layouts. You can use this field value as a separate identifier for deals,
in both leads and opportunities.
4. Save the page layout.

5. Repeat for channel manager profiles.
Create Lead Record Types for Deal Registration

Create a lead record type to track deals submitted by partners in Experience Cloud sites. Record
EDITIONS
types help you differentiate between sales leads and registered deals, assign page layouts for each
profile for deal registration, and simplify reporting by lead record type. Available in: Salesforce
Note: Creating a lead record type requires you to associate it with a lead process and allow Classic (not available in all
orgs) and Lightning
you to specify page layouts to be used with different profiles. Similarly, creating an opportunity
Experience
record type requires you to provide a sales process and opportunity page layouts.
1. From Setup, enter Record Types in the Quick Find box, then select Record Types under Available in: Enterprise,
Leads. To create an opportunity record, select Record Types under Opportunities. Performance, Unlimited,
2. Create a lead record type to track registered deals called Registered Deal. If you’re creating
an opportunity record type, create one for registered deals as well.
3. Activate the record type and assign it to the appropriate partner and channel manager profiles for your site.
4. Assign page layouts for the partner and channel manager profiles.
5. If you haven’t already, edit the picklist values for the Lead Source field to include a value for registered deals.
If this is the first time you’re setting up a deal registration process for your company, consider converting existing leads to the generic
sales lead record type. Using separate record types for standard leads versus registered deals simplifies the reporting process.
858
Create a Global Action to Let Partners Register Deals

Create a global action to allow partners to register deals from Experience Cloud sites. Partner Central
EDITIONS
comes with a Quick Create button that you can add the global action to so partners can register
deals. Available in: Salesforce
1. From Setup, enter Global Actions in the Quick Find box, then select Global Actions. Classic (not available in all
orgs) and Lightning
2. Create a global action, select Lead as the target object, and the record type for the deal
Experience
registration process.
3. Select or specify an appropriate label for the global action. This label displays in the Create Available in: Enterprise,
button menu in your site.
4. Fill out the other details and save the global action.
5. Customize the fields in the global action layout, based on the information you want your partners
to submit for each deal.
Tip: Use a Lead Source value to indicate that the lead has been captured from the Deal Registration process.
Customize Opportunities for Deal Registration

Create an opportunity process, page layout, and record type, similar to leads.
EDITIONS
Many companies create separate sales processes for their direct and indirect sales opportunities.
Some companies prefer to expose a shorter list of opportunity stage values that are less granular Available in: Salesforce
compared to stages used by their direct sales team. Classic (not available in all
orgs) and Lightning
1. Create an opportunity process.
Experience
2. Create two opportunity page layouts, one for partner users and one for channel managers.
3. Create an opportunity record type to track registered deals, different from the opportunity Performance, Unlimited,
record type you use to track direct sales opportunities. and Developer Editions
Tip:
• Many companies struggle with how to report on channel versus internal sales. Using
separate record types to categorize opportunities by who is working on them—
internal sales teams or partners—allows you to report on direct and channel sales
separately.
• Make this opportunity record type the default for partner users. This ensures they see
the same record type when the opportunity is converted, regardless of who does the
conversion.
• Add the Deal Registration value to the Lead Source picklist values for the opportunity
record type.
4. Map any custom fields on the lead record type to the opportunity record type for deal registration.
859
Create Approval Workflows for Deal Registration

Approval workflows are unique to each organization’s sales needs and business processes.
EDITIONS
Approval workflows should account for how you want to route submitted deals, how you want to
filter and evaluate them, and what notifications you want to send out. A few guidelines for planning Available in: Salesforce
your approval workflows: Classic (not available in all
orgs) and Lightning
• Email Templates: Create email templates for each stage of the approval process that you to
Experience
send notifications for.
• Routing: Screen leads by record type and submit all registered deals for approval. Available in: Enterprise,
• On Submission: Identify what field values change on the lead record on submission, for example
the lead status. Decide if the lead record must be locked until it is approved or rejected.
• Evaluation: Decide what qualifies a submitted lead to be considered for deal registration.
Determine any thresholds, filter criteria, and stages you want to filter by. USER PERMISSIONS
• Approval: Decide who to route the submitted deal to. Typically, this is the channel manager. To create processes:
Decide what happens on approval. • Customize Application
– Change the Lead Status to approved.
– Convert the lead to an opportunity.
– Send an email notification to the partner user.
– Set a deal expiration date and save the deal approval date for reporting.
– Extend any margins or discounts that you might offer to the partner on successful closure.
• Rejection: Decide what criteria disqualify a lead. Set the Lead Status to rejected. Send an email notification to inform them of the
rejection. Unlock the lead record so partners can modify and resubmit if necessary.
For detailed instructions, see the approval workflow documentation in the Salesforce Help
Customize Partner Central for Deal Registration

Partner Central comes predesigned to support deal registration. Use the Quick Create button to
EDITIONS
share a global action to submit registered deals. The template contains lead and deal list views for
partner users. Available in: Salesforce
1. In your Partner Central site, go to the Home page in Experience Builder. Classic (not available in all
orgs) and Lightning
2. Click the Quick Create component and add another global action. By default, a New Account
Experience
action is added. Click it and select the global action you created for partners to register deals.
3. To save your changes, publish the site. Available in: Enterprise,
4. Log in as a partner to test the deal registration process. and Developer Editions
• Submit a couple registered deals from the Quick Create button.
• In a different browser, log in to see if the approval workflows are working. Approve or reject
a deal.
• Back in the site, check the lead and deal list views as partner.
860
Set Up and Manage Experience Cloud Sites Market Development Funds
Market Development Funds

Drive demand for your products and provide incentives to partner users by offering market development funds as part of your channel
marketing program. Create marketing budgets, allocate marketing funds or co-op (accrued) funds to channel partners, streamline fund
requests, and process fund claims using Market Development Fund (MDF) features. Channel account managers can get a full audit of
MDF activity, including fund requests and claims approval.
Available in: Salesforce Classic and Lightning Experience
With Market Development Fund features, you can:

• Create marketing budgets
• Allocate marketing funds or co-op (accrued) funds to channel partners
• Streamline fund requests
• Process fund claims
Note: Setting up Market Development Funds is easy, using Guided Setup. Click Experience Workspaces > Guided Setup >
Market Development Fund.
The Market Development Fund reports, available in the guided setup, make it easy to understand partner adoption, funds usage, and
marketing ROI. Market Development Funds is available out-of-the-box for partner sites. We created a Budget custom report type for
you. If you want to view information about allocations, requests, or claims, create report types for those objects and give partners read
access to them.
IN THIS SECTION:
Create a Market Development Budget
Channel account managers can create budgets for specific vendor groups based on location, type of funds (Market Development
or co-op), or by channel programs. Using custom lookup fields, they can also associate budgets with marketing campaigns.
Configure Market Development Budgets
Configure Partner Marketing Budgets so that channel account managers can access them. Set up workflows to streamline the
approval process.
Create a Partner Fund Allocation
Allocate Market Development Funds (MDF) or co-op funds to channel partners from an existing budget. Allocations are associated
with budgets and channel partners to track budget usage.
Configure Partner Fund Allocations
Configure partner fund allocation for your partner site to make funds available to your partner users. Channel account managers can
create and update funds and track fund activity.
Create a Partner Fund Request
Partner users can request funds before marketing a vendor’s product or service. Channel account managers can approve the fund
request. Fund requests are associated with channel partners, allocations, and campaigns to track how allocated funds are used.
Configure Partner Fund Requests
Configure Partner Fund Requests so that partner users can request funds for marketing campaigns and channel account managers
can approve or reject the requests.
861
Create a Partner Fund Claim

Let partner users claim money for expenses incurred on marketing activities. Claims are associated with fund requests.
Configure Partner Fund Claims
Configure Partner Fund Claims so that partner users can claim funds for reimbursement after running a marketing campaign. Channel
account managers can approve or reject the claim.
Create a Market Development Budget

Channel account managers can create budgets for specific vendor groups based on location, type
EDITIONS
of funds (Market Development or co-op), or by channel programs. Using custom lookup fields, they
can also associate budgets with marketing campaigns. Available in: Salesforce
If you have a Partner License and have enabled Experience Cloud sites, the Market Development Classic (not available in all
Fund objects are available in your org. orgs) and Lightning
Experience
1. From the App Launcher, find and open Partner Marketing Budget.
2. Available in: Enterprise,
Note: Field-level security can’t be used to edit standard fields on partner marketing Performance, Unlimited,
budgets. and Developer Editions
Click New and enter the name, type, amount, and start and end dates.
3. Save the budget. USER PERMISSIONS
Select Ignore Validation to bypass validation criteria and allow more flexibility to how budgets
To create budget
are allocated, claimed, and requested. Ignore Validation can’t be reversed after it’s selected for a
• Create on budget
budget.
To update budget
You can update allocations, claims, and requests for this budget. The updated values must be • Update on budget
associated with a budget that has the same validation status as this one.
Configure Market Development Budgets

Configure Partner Marketing Budgets so that channel account managers can access them. Set up
EDITIONS
workflows to streamline the approval process.
Configuring partner marketing budgets for your Partner Central Experience Cloud site involves the Available in: Salesforce
following steps. Classic (not available in all
orgs) and Lightning
Experience
IN THIS SECTION:
Customize Page Layouts for Partner Marketing Budgets
Page layouts control field visibility and behavior for different types of users. Channel account
managers need to create and update budgets. The company may not want partner users to
have access to budgets.
Grant Channel Account Managers Access to Partner Marketing Budgets
Create a permission set that gives the channel account managers Create, Read, and Update permissions on Partner Marketing
Budgets.
Share Partner Marketing Budgets with the Channel Account Manager
Create a sharing rule that gives channel account managers access to budgets.
Create Approval Workflows for Partner Marketing Budgets
Approval workflows are unique to each organization’s marketing needs and business processes.
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Customize Page Layouts for Partner Marketing Budgets

EDITIONS
managers need to create and update budgets. The company may not want partner users to have
access to budgets. Available in: Salesforce
Create a partner marketing budget page layout for the channel account manager (CAM). Classic (not available in all
orgs) and Lightning
1. From Setup, enter Budget in the Quick Find box, then select Page Layouts under Partner
Experience
Marketing Budget.
2. Create a Partner Marketing Budget page layout for channel account managers by cloning the Available in: Enterprise,
master partner marketing budget layout. Let’s call this Marketing Budget - CAM.
3. Modify the page layout to add, remove, or modify the behavior of fields, action buttons, related
lists, and layouts based on who the layout is for. Typically, channel managers create and update
budgets. USER PERMISSIONS
4. Save the page layout. To create or customize page
layouts
Grant Channel Account Managers Access to Partner Marketing Budgets

Create a permission set that gives the channel account managers Create, Read, and Update
EDITIONS
permissions on Partner Marketing Budgets.
If you have a Partner License and have enabled Experience Cloud sites, Market Development Fund Available in: Salesforce
objects are available in your org. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Permission in the Quick Find box, then select Permission Sets.
Experience
2. Click New.
3. Enter your permission set information. Performance, Unlimited,
4. Select the channel account manager profile for the type of user that this permission set is and Developer Editions
assigned to
USER PERMISSIONS
To create permission sets

Permission Sets
To assign permission sets
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Share Partner Marketing Budgets with the Channel Account Manager

Create a sharing rule that gives channel account managers access to budgets.
EDITIONS
If you have a Partner License and have enabled Experience Cloud sites, Market Development Fund
objects are available in your org. Available in: Salesforce
Create a sharing rule that grants budget access to internal users.
orgs) and Lightning
1. From Setup, enter Sharing in the Quick Find box, then select Sharing Settings. Experience
2. Click New under Partner Marketing Budget > Sharing Settings. Available in: Enterprise,
3. Enter your rule information for your channel manager. Performance, Unlimited,
4. Save your sharing rule.
USER PERMISSIONS
To create sharing rules

• Manage Sharing
Create Approval Workflows for Partner Marketing Budgets

EDITIONS
Approval workflows should account for how you want to route submitted budgets, how you want
to filter and evaluate them, and what notifications you want to send out. A few guidelines for Available in: Salesforce
planning your approval workflows: Classic (not available in all
orgs) and Lightning
• Email Templates: Create email templates for each stage of the approval process that you wish
Experience
to send notifications for.
• Routing: Screen budgets by record type and submit all budgets for approval. Available in: Enterprise,
• On Submission: Identify what field values change on the budget on submission, for example
the budget status. Decide if the budget record must be locked until it is approved or rejected.
• Evaluation: Decide what qualifies a submitted budget to be considered for approval. Determine
any thresholds, filter criteria, and stages you want to filter by. USER PERMISSIONS
• Approval: Decide who to route the submitted budget to. Typically, this is an internal user. To create processes:
Decide what happens on approval. • Customize Application
– Send an email notification to the channel account manager.
– Set a budget expiration date and save the budget approval date for reporting.
• Rejection: Decide what criteria disqualify a budget. Send an email notification to inform them of the rejection. Unlock the budget
record so channel account managers can modify and resubmit if necessary.
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Create a Partner Fund Allocation

Allocate Market Development Funds (MDF) or co-op funds to channel partners from an existing
EDITIONS
budget. Allocations are associated with budgets and channel partners to track budget usage.
orgs) and Lightning
1. From the App Launcher, find and open Fund Allocation.
Experience
2. Click New and enter the name, budget, channel partner, and amount.
3. Save the allocation. Performance, Unlimited,
Allocations can be updated. The budget associated with the updated allocation must have the and Developer Editions
same validation status as the original.
Note: We’ve created the Total Approved Allocations field for you. This formula field is USER PERMISSIONS
automatically updated.
To create allocations
• Create on allocations
To update allocations
• Update on allocations
Configure Partner Fund Allocations

Configure partner fund allocation for your partner site to make funds available to your partner users.
EDITIONS
Channel account managers can create and update funds and track fund activity.
Configuring partner fund allocations for your Partner Central Experience Cloud site involves the Available in: Salesforce
orgs) and Lightning
Experience
IN THIS SECTION:
Customize Page Layouts for Partner Fund Allocations
managers need to create and update allocations, but the company may not wish to expose
some information about allocations to partner users.
Grant Channel Account Managers Access to Partner Fund Allocations
Create a permission set to grant channel account manager permissions on Partner Fund Allocations.
Share Partner Fund Allocations with the CAM
Create two sharing rules: one for the channel account manager (CAM) and one for the partner user.
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Customize Page Layouts for Partner Fund Allocations

EDITIONS
managers need to create and update allocations, but the company may not wish to expose some
information about allocations to partner users. Available in: Salesforce
Create a marketing fund allocation page layout for the channel account manager. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Allocation in the Quick Find box, then select Page Layouts under
Experience
Partner Fund Allocation.
2. Create a Partner Fund Allocation page layout for channel account managers by cloning the Available in: Enterprise,
master partner fund allocation layout. Let’s call this Marketing Fund Allocation - CAM.
lists, and layouts based on who the layout is for. Typically, channel managers create and update
fund allocations. USER PERMISSIONS
layouts
Grant Channel Account Managers Access to Partner Fund Allocations

Create a permission set to grant channel account manager permissions on Partner Fund Allocations.
EDITIONS
Create a permission set that gives the channel account managers Create, Read, and Update
orgs) and Lightning
permissions on Partner Fund Allocations.
Experience
2. Click New. Performance, Unlimited,
3. Enter your permission set information. and Developer Editions
4. Select the channel account manager profile for the type of user that this permission set is
assigned to USER PERMISSIONS
To create permission sets

Permission Sets
866
Share Partner Fund Allocations with the CAM

Create two sharing rules: one for the channel account manager (CAM) and one for the partner user.
EDITIONS
Create two sharing rules to grant the appropriate access to partner fund allocations for channel
orgs) and Lightning
account managers and partner users.
Experience
1. From Setup, enter Sharing in the Quick Find box, then select Sharing Settings.
2. Click New under Partner Fund Allocations > Sharing Settings. Performance, Unlimited,
3. Enter your rule information for your channel manager. and Developer Editions
4. Save your sharing rule.

5. Create a sharing rule for your partner users as well. USER PERMISSIONS
To create sharing rules

• Manage Sharing
Create a Partner Fund Request

Partner users can request funds before marketing a vendor’s product or service. Channel account
EDITIONS
managers can approve the fund request. Fund requests are associated with channel partners,
allocations, and campaigns to track how allocated funds are used. Available in: Salesforce
If you have a Partner License and have enabled Experience Cloud sites, the Market Development Classic (not available in all
Fund objects are available in your org. orgs) and Lightning
Experience
1. From the App Launcher, find and open Fund Requests.
2. Click New and enter the name, channel partner, requested amount, and status. Available in: Enterprise,
3. Save the fund request. and Developer Editions
Requests can be updated. The budget associated with the updated request must have the same
validation status as the original. USER PERMISSIONS
Tip: You can create an approval workflow for partners to submit fund requests to the channel
To create fund request
account manager. To prevent users from manually changing the status value on records they
• Create on fund request
own, make sure the “Status” field on the Request object is set to Read-only.
To update fund request
Note: We’ve created the Total Approved Fund Requests field for you. This formula field • Update on fund request
is automatically updated. To delete fund request
• Delete on fund request
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Configure Partner Fund Requests

Configure Partner Fund Requests so that partner users can request funds for marketing campaigns
EDITIONS
and channel account managers can approve or reject the requests.
Configuring market fund requests for your Partner Central Experience Cloud site involves the Available in: Salesforce
orgs) and Lightning
Experience
IN THIS SECTION:
Grant Channel Account Managers and Partner Users Access to Partner Fund Requests
Create a permission set for your channel account manager (CAM) or financial department so
they can manage and approve fund requests. Create another permission set for your partner
users so they can submit fund requests.
Create Approval Workflows for Partner Fund Requests
Customize Page Layouts for Partner Fund Requests
Page layouts control field visibility and behavior for different types of users. Partner users submit fund requests and channel account
managers approve them.
Grant Channel Account Managers and Partner Users Access to Partner Fund Requests
Create a permission set for your channel account manager (CAM) or financial department so they
EDITIONS
can manage and approve fund requests. Create another permission set for your partner users so
they can submit fund requests. Available in: Salesforce
Create two permission sets. Grant Create, Read, Update, and Delete permissions on Fund Requests Classic (not available in all
to the channel manager. Grant channel partner users Create, Update, and Read on Fund Requests. orgs) and Lightning
Experience
2. Click New. Available in: Enterprise,
3. Create a permission set for the channel account manager. and Developer Editions
assigned to for one of your permission sets. USER PERMISSIONS
5. Create a permission set for the partner user, giving them only Create, Read, and Update access
to Fund Requests. To create permission sets
Permission Sets
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Create Approval Workflows for Partner Fund Requests

EDITIONS
Approval workflows should account for how you want to route submitted fund requests, how you
want to filter and evaluate them, and what notifications you want to send out. A few guidelines for Available in: Salesforce
orgs) and Lightning
Experience
• Routing: Screen fund request by record type and submit all fund requests for approval. Available in: Enterprise,
• On Submission: Identify what field values change on the field request on submission, for
example the fund request status. Decide if the fund request record must be locked until it is
approved or rejected.
• Evaluation: Decide what qualifies a submitted request to be considered for approval. Determine USER PERMISSIONS
any thresholds, filter criteria, and stages you want to filter by. To create processes:
• Approval: Decide who to route the submitted fund request to. Typically, this is the channel • Customize Application
account manager or the financial department. Decide what happens on approval.
– Change the Fund Request Status to approved.
• Rejection: Decide what criteria disqualify a fund request. Set the Fund Request Status to rejected. Send an email notification to
inform them of the rejection. Unlock the fund request record so partner user can modify and resubmit if necessary.
Customize Page Layouts for Partner Fund Requests

Page layouts control field visibility and behavior for different types of users. Partner users submit
EDITIONS
fund requests and channel account managers approve them.
Create two partner fund request page layouts: one for the channel account manager (CAM) and Available in: Salesforce
one for the partner user. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Request in the Quick Find box, then select Page Layouts under Partner
Experience
Fund Request.
2. Create a Partner Fund Request page layout for channel account managers by cloning the master Available in: Enterprise,
partner fund request layout. Let’s call this Marketing Fund Request- CAM.
lists, and layouts based on who the layout is for. Typically, channel managers approve and
update requests. USER PERMISSIONS
layouts
5. Create another page layout for the partner users, keeping in mind that they submit fund requests.
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Create a Partner Fund Claim

Let partner users claim money for expenses incurred on marketing activities. Claims are associated
EDITIONS
with fund requests.
orgs) and Lightning
Tip: Create a separate permission set for the channel account manager (CAM) or financial Experience
department to manage and approve fund claims. Partner users only need Create, Update,
and Read permissions to submit a fund claim. Available in: Enterprise,
1. From the App Launcher, find and open Fund Claim. and Developer Editions
2. Click New and enter the name, request, amount, and status of the claim.
3. Save the claim. USER PERMISSIONS
Claims can be updated. The budget associated with the updated claim must have the same validation
To create claims
status as the original.
• Create on claims
Tip: You can create an approval workflow for partners to submit fund claims for To update claims
reimbursement by the channel account manager or financial department. To prevent users • Update on claims
from manually changing the status value on records they own, make sure the “Status” field
on the Claim object is set to Read-only.
Note: We’ve created the Total Approved Fund Claims and Total Reimbursed Fund Claims fields for you. These formula fields
are automatically updated.
Configure Partner Fund Claims

Configure Partner Fund Claims so that partner users can claim funds for reimbursement after running
EDITIONS
a marketing campaign. Channel account managers can approve or reject the claim.
Configuring market fund claims for your Partner Central Experience Cloud site involves the following Available in: Salesforce
steps. Classic (not available in all
orgs) and Lightning
Experience
IN THIS SECTION:
Grant Channel Account Managers and Partner Users Access to Partner Fund Claims
Create a permission set for your channel account manager (CAM) or financial department so
they can manage and approve and reimburse fund claims. Create another permission set for
your partner users so they can submit fund claims.
Create Approval Workflows for Partner Fund Claims
Customize Page Layouts for Partner Fund Claims
Page layouts control field visibility and behavior for different types of users. Partner users submit fund claims and channel account
managers approve and reimburse them.
870
Grant Channel Account Managers and Partner Users Access to Partner Fund Claims
Create a permission set for your channel account manager (CAM) or financial department so they
EDITIONS
can manage and approve and reimburse fund claims. Create another permission set for your partner
users so they can submit fund claims. Available in: Salesforce
Create two permission sets. Grant Create, Read, Update, and Delete permissions on Fund Claims to Classic (not available in all
the channel manager. Grant channel partner users Create, Update, and Read on Fund Claims. orgs) and Lightning
Experience
2. Click New. Available in: Enterprise,
3. Create a permission set for the channel account manager. and Developer Editions
assigned to for one of your permission sets. USER PERMISSIONS
5. Create a permission set for the partner user, giving them only Create, Read, and Update access
to Fund Claims. To create permission sets
Permission Sets
Create Approval Workflows for Partner Fund Claims

EDITIONS
Approval workflows should account for how you want to route submitted fund claims, how you
want to filter and evaluate them, and what notifications you want to send out. A few guidelines for Available in: Salesforce
orgs) and Lightning
Experience
• Routing: Screen fund claims by record type and submit all fund claims for approval. Available in: Enterprise,
• On Submission: Identify what field values change on the field claim on submission, for example
the fund claim status. Decide if the fund claim record must be locked until it is approved or
rejected.
• Evaluation: Decide what qualifies a submitted claim to be considered for approval. Determine USER PERMISSIONS
any thresholds, filter criteria, and stages you want to filter by. To create processes:
• Approval: Decide who to route the submitted claim to. Typically, this is the channel account • Customize Application
manager or the financial department. Decide what happens on approval.
– Change the Fund Claim Status to approved.
• Rejection: Decide what criteria disqualify a fund claim. Set the Fund Claim Status to rejected. Send an email notification to inform
them of the rejection. Unlock the claim record so partner user can modify and resubmit if necessary.
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Set Up and Manage Experience Cloud Sites Reach More Customers with Channel Marketing
Customize Page Layouts for Partner Fund Claims

Page layouts control field visibility and behavior for different types of users. Partner users submit
EDITIONS
fund claims and channel account managers approve and reimburse them.
Create two partner fund claim page layouts: one for the channel account manager (CAM) and one Available in: Salesforce
for the partner user. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Claim in the Quick Find box, then select Page Layouts under Partner
Experience
Fund Claim.
2. Create a partner fund claim page layout for channel account managers by cloning the master Available in: Enterprise,
partner fund claim layout. Let’s call this Marketing Fund Claim- CAM.
lists, and layouts based on who the layout is for. Typically, channel managers approve and
update requests. USER PERMISSIONS
layouts
5. Create another page layout for the partner users, keeping in mind that they submit fund claims,
but don’t approve them.
Reach More Customers with Channel Marketing

Create seamless marketing campaigns for partner user with channel marketing tools for partner
EDITIONS
sites.
SEE ALSO: Classic (not available in all
orgs) and Lightning
Set Up Campaign Marketplace
Experience
Guided Setup: Distributed Marketing for Experience Cloud
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With Campaign Marketplace, you can provide the structure and guidance necessary for partners
EDITIONS
to successfully execute campaigns. Channel marketers can create and share marketing campaigns,
guidelines, and assets with partners. They can also customize the look and feel of the marketplace Available in: Lightning
and highlight information that is important to partners. Partners can then choose which campaigns Experience
work best for them. This feature is available in Experience Builder sites and Lightning Bolt Solutions.
Enable your channel marketers to promote pre-approved campaigns. Let partners browse, signup
for, and run campaigns in just a couple of easy steps. When a partner clicks Sign Up on a campaign and Developer Editions
they want to run, a child campaign record is created from the original campaign. Partners can access
all assets associated with the campaign and customize it to fit their brand. You must have a Partner
Community license or use Distributed Marketing to use Campaign Marketplace. USER PERMISSIONS
Note: We recommend that you define your campaign hierarchy before completing these To create campaigns.
steps. Think about how you can organize your campaign hierarchy to optimize reporting on • “Create on Campaigns”
campaigns. You can organize them by channel programs and levels or you can organize them To read campaigns and use
by region. Campaign Marketplace.
1. Go to Customize > Campaigns > Page Layouts. • “Read on Campaigns”
To edit campaigns.
2. Create 2 channel marketing page layouts: one for the channel marketer and one for the partner
• “Edit on Campaigns”
profiles in your partner site.
3. Go to Customize > Campaigns > Record Types and create a record type called Channel
layouts and record types.
Marketing.
• “Customize Application”
4. Go to Campaigns > Create New View and create a campaign list view called Campaign
Marketplace.
5. Create campaigns for your partner users using the Channel Marketing record type.
6. Configure your campaign marketplace in Experience Builder.
Example: Campaign Marketplace
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Add filters to your list view to create different categories, such as Recommended and High ROI. Create multiple categories, and display
them as tabs to make it easier for partners to search for the campaigns they need. You can also add a custom image to your campaign
with the new campaign image field.
SEE ALSO:
Best Practices for Campaign Marketplace
Best Practices for Campaign Marketplace

Looking for best practices and use cases to help you get the most out of Campaign Marketplace?
EDITIONS
You’ve come to the right place.
Highlighting a Custom Field Performance, Unlimited,
and Developer editions
Channel managers can use Highlights to call out certain types of campaigns. Create a custom
formula field for greater flexibility when choosing types of fields to highlight.
For example, you can create a custom formula text field called “Recently Added”. Enter the following formula in the “Simple Formula”
box:
IF((TODAY() - 7) < DATEVALUE(CreatedDate), "RECENTLY ADDED", "")
Add the “Recently Added” field to the columns in the list view you are using in your marketplace.
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Under Highlights, select the “Recently Added” field and choose the color you want to highlight recently added campaigns.
Managing Visibility of Campaigns Using List Views

Channel managers can configure components to manage how campaigns are displayed to partners.
• Use filters to control visibility for campaigns. By default, we only show campaigns that are active and within the start and end of
their date range. You can use activation or the start and end date to control visibility. Optionally add an approval process and a
custom "approved" field on campaigns to control the visibility in the list view.
• Provide different types of marketplaces to partners. Add multiple marketplaces, with different list views, to different regions on a
page or using the tab component.
• Hide partner-owned campaigns from the marketplace without using a trigger. You can filter the campaign list view using Owner
User Type. You can also add a custom checkbox field to the campaign and set the default to "false". Make sure the field is read-only
for the profiles that sign up for campaigns. You can then filter the list view by campaigns with the custom checkbox marked "true".
Copying Fields That Are Not on a Partner’s Page Layout

When a partner signs up for a campaign, fields that are not on the partner’s page layout are not copied. Use a trigger to copy fields you
want to include on the child campaign when a partner signs up. These fields don’t show up in the layout, but are included in the child
campaign record. We recommend using this trigger:
trigger onSignUpCopyFields on Campaign (before insert) { for (Campaign childCamp :
System.Trigger.new) { // check if the campaign is being signed-up if (childCamp.parentId
!= null) { // may need to add more conditions here, depending on campaign hierarchy
and usage. // read all the campaign data that might not be on the child // sign-up/clone
doesn’t copy the fields not on the user's page layout Campaign parentCamp = [SELECT
Id, Name, Type, YourCustomFieldName__C FROM Campaign WHERE Id =: childCamp.ParentId];
YourCustomFieldName__C = parentCamp.YourCustomFieldName__C; // You can update the record
directly only before insert.
Note: Only fields that partners have read access to are displayed.
Signing Up for a Campaign

Partner users should default their “Actual Cost in Campaign” field to null and their “Num Sent in Campaign” field to 0 before signing up
for a new campaign.
SEE ALSO:

In general, you can use the standard Distributed Marketing help and training documentation to set
USER PERMISSIONS
up, configure, and use Distributed Marketing. However, use this guide when setting up Distributed
Marketing in Experience Builder instead of Lightning App Builder. To create, customize, or
publish a digital experience:
• Ensure that your org uses My Domain.
• To access the Experience Builder, in Sales or Service Cloud, navigate to Setup. Use Quick Find Experiences AND View
to navigate to All Communities. Click Builder for the site you’re editing. Setup and Configuration
875
Set Up and Manage Experience Cloud Sites Track Performance with Partner Scorecard
Track Performance with Partner Scorecard

Channel account managers can measure partner users’ performances and establish benchmarks
EDITIONS
for their channel programs using partner scorecards. You can customize partner scorecards to
display any report summary results that your channel account manager or executive team wants Available in: Enterprise,
to see. Add multiple scorecards to track more than one category. Partner scorecards are available Performance, Unlimited,
in Lightning Bolt Solutions. and Developer Editions
Partner scorecards are only available with Partner Community licenses. If you don’t have access to
scorecards, contact Salesforce Customer Support to enable Manage Scorecards in your org. USER PERMISSIONS
Add the “View scorecard” action to the account layout to display the scorecard directly on the
account. Each scorecard displays admin-defined metrics that monitor partner performance. You To manage scorecards:
can organize metrics into different categories, such as sales, marketing, and support. When you • Create, Edit, and Delete
on Accounts
select the category you want each metric to belong to, the metrics sort into different tabs on your
scorecard. Scorecards are built on top of Salesforce reports. AND
1. Go to Scorecards, and click New. Create, Edit, and Delete

on Reports
2. From Setup, enter Scorecard Metric and select Fields, to enter categories that you
AND
need and are not already included.
Create, Edit, and Delete
3. Go back to your scorecard and add metrics to it. Assign metrics to categories if you want to on Scorecards
group them by KPIs.
To view scorecards:
4. Associate your scorecard with a program, level, or partner account. Once you’ve associated
• Read on Accounts
your scorecard with a program, level, or partner account, you can view the scorecard from that
account. If you’ve organize different scorecards into tabs, you can click the tab to see the AND
scorecard metrics associated with that category. Read on Reports
AND
Example: Partner Scorecard for Sales
Read on Scorecards
To view scorecard metrics:

• Run Reports
Note: Metrics are pulled from summary reports. You must have access to the reports
you want to associate with scorecards. Scorecard associations are permanently deleted
when an account is disabled.
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See Configure Reports for Partner Scorecard for more information about setting up metrics for scorecards.
SEE ALSO:
Configure Reports for Partner Scorecard
Design the Field Layout for Reports Created from Your Custom Report Type
Build a Report
Configure Reports for Partner Scorecard

Assigning metrics to a Partner Scorecard is easy, but it’s important to correctly configure the reports.
EDITIONS
Follow these tips to display accurate information in your scorecard.
Here are a few things to keep in mind regarding the reports that you associate with your partner Available in: Salesforce
scorecard: Classic (not available in all
orgs) and Lightning
• Scorecards do not support report types on Account. To display data about objects that are
Experience
related to Accounts, use a report type associated with a supported object or create a custom
report type that includes both Account and a supported object. Available in: Enterprise,
• Each Metric is pulled from a summary field of a report. For a report to work with scorecards, it Performance, Unlimited,
can have a maximum of one summary field in addition to the row count. The summary value and Developer Editions
is what is displayed on your scorecard. Your metric must be associated with a summary report
or the data does not display correctly. USER PERMISSIONS
• You must have read access on all reports that you want to associate and view with scorecards.
• If an account is disabled, scorecards associated that account are permanently deleted. reports in private folders:
• Account ID fields must be available on the report. The Scorecard component dynamically filters • Create and Customize
reports to the current Partner Account. Reports
The following table displays information about which objects Scorecards support and how to set To create, edit, and delete
up reports for them. reports in public and private
folders:
• Report Builder OR Report
Object Report Type Actions to Take Builder (Lightning
Opportunity Standard Set Field Level Security of Experience)
Partner Account to Visible for
all profiles of users viewing
scorecards.
Opportunity Custom Set Field Level Security of

all profiles of the users viewing
scorecards. Add the Partner
Account ID field to the report
type layout.
Lead Standard Set Field Level Security of

all profiles of the users viewing
scorecards.
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Object Report Type Actions to Take

Lead Custom Set Field Level Security of "Partner Account"
to Visible for all profiles of the users viewing
scorecards. Add the Partner Account ID field
to the report type layout.
Case Standard No Action Necessary. Case Contact Account

Id assumed to be Partner Account ID.
Case Custom Add the Case Contact’s Account Id field to

the report type layout
Partner Fund Allocation Standard No standard report types exist for this
object.
Partner Fund Allocation Custom Add the Channel Partner Account ID field
Partner Fund Request Standard No standard report types exist for this
object.
Partner Fund Request Custom Add the Channel Partner Account ID field
Custom Object Standard Add custom lookup field on Accounts. API

name must be Scorecard_Account. Must
use "(Custom Object) with Account" as
report type.
Custom Object Custom Add custom lookup field on Accounts. API

name must be Scorecard_Account. Add the
Account ID field to the custom object layout.
Any Standard Object with an Account field Standard Scorecards do not support this type of
and no Partner Account field report with default fields. Add a custom
Lookup Relationship field on Accounts. The
API name must be Scorecard_Account. Use
"(Custom Object) with Account" as the
report type.
Any Standard Object with an Account field Custom Scorecards do not support this type of
and no Partner Account field report with default fields, unless a supported
object is included in the report type.
Otherwise, add a custom Lookup
Relationship field on Accounts. The API
name must be Scorecard_Account. Add
Account Id to the report type layout.
Any other standard object Standard Scorecards do not support this type of
report with default fields, unless a supported
object is included in the report type.
Otherwise, add a custom Lookup
Relationship field on Accounts. The API
878
Set Up and Manage Experience Cloud Sites Configure Features with Guided Setup
Object Report Type Actions to Take

name must be Scorecard_Account. Use
"(Custom Object) with Account" as the
report type.
Any other standard object Custom Add a supported object to the report type,
or add a custom lookup relationship field
on Accounts. API name must be
Scorecard_Account. Add the Account ID
field to the report type layout for the custom
entity
SEE ALSO:
Design the Field Layout for Reports Created from Your Custom Report Type
Configure Features with Guided Setup

Guided setup walks you through setting up visibility, processes, workflows, record types, layouts, and assignment rules for Salesforce
features. From start to finish, guided setup leads you through each step with easy-to-follow directions and navigable links to settings
pages.
As long as you have a Partner license, you can access Guided Setup from Experience Workspaces. Click the Guided Setup tile, and select
which feature you want to set up.
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Set Up and Manage Experience Cloud Sites Configure Features with Guided Setup
Click Overview to get a description of the feature and the setup tasks.
Click Guided Setup to begin setting up the feature.
880
Set Up and Manage Experience Cloud Sites Configure Guided Setup Reports
1. Each setup task has been organized into a separate step. Navigable links take you to the right setup pages for completing tasks. After
you complete the step, you can mark that task as complete and move on to the next.
2. Not able to finish one of the setups? Or do you want to hit pause on a setup and move on to the next one? Not a problem. You can
easily switch between setups from the upper left corner of the Guided Setup page. Any completed steps remain marked until you
come back to them, so it’s easy to find your place again.
3. Need a bit more information about a process or step? Want to learn more? Salesforce Help, a link to the Trailblazer community, and
related Trails are easily accessible on the right side of the screen.
Configure Guided Setup Reports

Additional configuration is required once you’ve installed your Guided Setup reports.
EDITIONS
Once you’ve installed reports from the Guided Setup, filter values must be added to some reports.
Check the filters on your reports to ensure that they are set correctly. Available in: Salesforce
1. From the App Launcher, find and open Reports.
orgs) and Lightning
2. Click All Folders and select the report folder. Experience
3. Select the report you want to customize and click Edit. Available in: Enterprise,
4. Make any necessary changes and save. Performance, Unlimited,
If you want to remove any of the reports or folders from your organization, you must manually
delete them.
USER PERMISSIONS
Tip: Don’t forget to also delete the custom report type for any reports that you decide to
remove from your org. To delete reports in My
Personal Custom Reports
folder
Lead Distribution Reports • Create and Customize
Reports
These reports are provided in the Lead Distribution Reports folder.
To delete reports in public
Report Name Description Additional folders
Customization • Manage Public Reports
Unassigned Leads Number of unassigned partner leads. Replace lead owner ID

filter with the queue
record ID.
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Report Name Description Additional Customization

Unassigned Leads by Age Displays unassigned leads by age. • Replace the lead owner ID
filter with the queue record
ID
• Add the Lead Age formula
field:
ROUND(NOW()-CreatedDate,
0)
Lead Creation Trend Number of partner leads created. Replace the lead owner ID filter
with the queue record ID
Leads by Partner Number of leads owned by partner.

Tip: Add an age filter to
Leads
Leads by Stage Displays partner leads by stage. N/A
Leads by Source Displays partner leads by channel. N/A
Leads by Region Displays partner leads by region. N/A
Leads with No Activity Displays partner leads with no activity by timeframe. N/A
Deal Registration Reports

These reports are provided in the Deal Registration Reports folder.

Number of Approved Deals by Number of approved deals for current fiscal year by month. Update the lead source and lead
Month status filters with the correct
filter values
Approved Deals by Value Total value of approved deals. Update lead source and lead
status filters with the correct
filter values
Approved to Converted Ratio Ratio of deals approved to deals converted for the current fiscal N/A
year by partner.
Closed Deals by Partner Displays the value closed deal registered by partners. N/A
Deals Registered by Age Displays registered deals by age. Add Age custom field
Deal Registration Trend Displays deal registration over time. Update lead source and lead
status filters with the correct
filter values
Deals Expiring Soon Displays registered deals that expire in the next 30 days. • Update lead source filter
with the correct filter value
882

• Add Expiration date field
and a filter (f.i.: Next 7 days)
Deals Pending Approval Number of deals pending approval. N/A
Rejected Deal Number of deals that have been rejected. Update lead source filter value
Converted Deals with No Activity Number of deals registered with no partner activity in the last 14 Update lead source filter value
days.
Top Active Deals Most valuable converted deals that have not yet been closed. Update lead source filter value
Market Development Fund Reports

These reports are provided in the Market Development Fund Reports folder.

Total Budget Amount of total marketing budget. N/A
Total Budget Allocated Total budget allocated to partners. N/A
Fund Requests Total approved and rejected fund requests. N/A

Approved/Rejected
Fund Claims Approved/Rejected Total approved and rejected claims. N/A
Total Funds Paid Total paid claims. N/A
Budget Remaining Amount of budget available. N/A
Funds Remaining Amount of allocated funds available. N/A
Fund Requests in Draft Number of fund requests in draft status. N/A
Fund Requests Displays fund requests by approved or rejected status. N/A

Approved/Rejected
Fund Request Submit Trend Number of fund requests submitted. N/A
Fund Requests By Activity Type Number of approved fund requests by activity. N/A
Fund Requests By Activity Type Number of approved fund requests by activity type (value). N/A
(value)
Fund Claims in Draft Number of fund claims in draft status. N/A
Total Funds Claimed Displays fund claims that have been approved. N/A
Funds Used vs. Allocated By Displays funds used vs. funds allocated by type. N/A
Fund Type
Funds Used vs. Allocated By Displays funds used vs. funds allocated by budget. N/A
Budget
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Set Up and Manage Experience Cloud Sites Manage Customer Relationships with Experience Cloud

Funds Used By Partners Displays requested funds vs. allocated funds by partner. N/A
Manage Customer Relationships with Experience Cloud

Give your customers a private and secure place to access and update their account information
EDITIONS
with the Customer Account Portal solution from Experience Cloud. Improve customer relationships
and decrease service costs by allowing customers to see and pay invoices. They can also update Available in: Salesforce
their account information and search your knowledge base for answers to their most frequently Classic (not available in all
asked questions. orgs) and Lightning
Customer Account Portal is designed with account management in mind, so you can: Experience
• Give access to customers to create and update vital information in any Salesforce record, Available in: Enterprise,
including custom objects. As a result, reduce call center calls for easily resolved issues, like Performance, Unlimited,
updating a phone number or address. and Developer Editions
• Integrate and expose data and processes from third-party systems, like ERP and ecommerce,
via Salesforce Connect.
• Show customers information that matters the most in their member profile, and let them update their accounts on the fly.
• Use Salesforce Knowledge to give customers answers to their most pressing questions about your product and brand.
Customer Account Portal has the same flexibility and extensibility that you’re accustomed to with other Lightning sites, so you can:
• Build custom pages and use custom branding.
• Expose more CRM objects and data that suit your business needs.
• Use audience targeting by geolocation, and create personalized content for customers by their geographical location.
Example: Here are a few industry examples of how a company can use Customer Account Portal to enhance customer relationships.
• A utilities company allows customers to check their bills and pay them online.
• An insurance company lets clients file claims online.
• A university makes it easy for students to sign up for classes online.
Build a Portal with the Customer Account Portal Solution

Set up a custom space where your customers can take care of their needs on their own, and reduce
USER PERMISSIONS
support calls to your company. Admins can set up Customer Account Portal with a few clicks.
publish an experience:
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Set Up and Manage Experience Cloud Sites Create a Customer Account Portal—Setup Tasks
The Customer Account Portal comes with a variety of components out-of-the-box to make your company’s portal a personalized point
of access to information, processes, and experts:
• Use the Tile Menu on page 423 for an intuitive and visually stunning navigation experience.
• Configure the Member Profile on page 379 component to give customers all their account information and settings in one convenient
place.
• Give access to your company’s knowledge base to answer your customers’ most frequently asked questions
Get started with this handy list of setup tasks to create your own customer account portal.
Create a Customer Account Portal—Setup Tasks

Review this high-level list of tasks and considerations for prepping and setting up your portal.
EDITIONS
Planning • What’s Your Customer Prep Your • Create Experience Cloud Available in: Salesforce
Account Portal Strategy? Salesforce Org for Site Users Classic (not available in all
a Customer Portal orgs) and Lightning
• Extend Salesforce to • Super User Access
Experience
Customers with the • Delegated
Correct Licenses Administration Available in: Enterprise,
• Experience Builder Site Performance, Unlimited,
Limitations and Developer Editions
• Communities and
Community Users in
Your Salesforce Org
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Set Up and Manage Experience Cloud Sites What’s Your Customer Account Portal Strategy?
Set Up a Customer • Update Org-Wide Settings Advanced Community • Community Moderation

Account Portal Features
• Check Out Experience Workspaces • Configure Dashboards to Monitor
• Create an Experience Cloud Site Your Site
• Share More Salesforce Records in • Create Pages and Groups Targeted
Your Site at Specific Audiences
Community Design • Customize Your Experience Cloud Reporting • Experience Cloud site reports and
Site dashboards
• Customize Experience Cloud Site • Custom Reports
Pages and Components • Report Management for Partners
• Customize Community Navigation • AppExchange Reporting Packages
• Which Components Can I Use with for Experience Cloud Sites
Customer Account Portal? • Google Analytics™
What’s Your Customer Account Portal Strategy?

The type of customer account portal you create depends on your business needs and what you
EDITIONS
want to accomplish. For example, an insurance company has a different strategy from a clothing
retailer. Available in: Salesforce
To get the most out of your Customer Account Portal implementation, ask yourself some questions. Classic (not available in all
orgs) and Lightning
• How many Customer Community licenses do I need? Do I invest in Customer Community
Experience
licenses or Customer Community Plus licenses?
• What level of data visibility and privacy do I need for each object that I’m exposing to my Available in: Enterprise,
customers? Performance, Unlimited,
• Which objects do I grant permissions to in my customer profiles?
• Do I want to allow my customers to self-register?
SEE ALSO:
Extend Salesforce to Customers with the Correct Licenses

Buy customer licenses to enable customer-specific functionality in your org. Customer licenses are
EDITIONS
required to give access to the Customer Account Portal and set up customer users.
When you buy customer licenses, the following functionality is enabled in your org. Available in: Salesforce
• The default Customer Community profile. You can clone it to create custom customer profiles
orgs) and Lightning
or extend data access via permissions sets.
Experience
• The Enable as Customer User button on contacts.
• Access to delegated admin, reports and dashboards, and advanced sharing for customer users.
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Set Up and Manage Experience Cloud Sites Give Customers Access to Your Knowledge Base Through
Help Center
Check out Communities and Community Users in Your Salesforce Org, a quick video about how Salesforce Experiences live in an org,
the differences between licenses, and how Salesforce accounts and site users are associated with one another.
Give Customers Access to Your Knowledge Base Through Help Center

A help center is a public-access, self-service site that makes it easy for people to find answers for
EDITIONS
themselves. Instead of filing cases through customer support, visitors find the information they
need from the articles that you make available from your knowledge base. You reduce the load on Available in: Essentials,
your customer support team, and folks get the satisfaction of finding their own solutions. Enterprise, Performance,
Use the new Help Center template to create a help center in minutes. When your help center is in Unlimited, and Developer
place, use a guided setup to step through help center configuration. The guided setup offers links editions
that take you to relevant locations in the help center’s user interface.
Tip: If your needs change, you can move from a help center template to another kind of
customer portal. A process is available on page 892 in the Administration Workspace for
making the switch.
Before You Begin

Here are some facts to help in your decision to select the Help Center template.
• Help Center offers limited support for standard components. For a list of supported components, see Which Components Can I Use
with Each Template? on page 269
• Help Center is a public-only template, which doesn’t include the site login page.
• Only specific object pages are fully supported, but the template lets you create other standard and custom object pages. For a list
of supported pages, see Help Center Template Pages on page 891.
Before you create your help center, there are a few actions you can take to prepare the way.
Enable Salesforce Knowledge in Your Org
Before you can create a help center, Knowledge must be enabled for your org, and you must enable the Knowledge org preference. It’s
also useful to have a robust collection of Knowledge articles with a focus on solutions to common problems. Ideally, you already have
Knowledge enabled along with a large collection of helpful articles. The main purpose of your help center is to give the public easy
access to this useful information.
Plan your knowledge base and set up visibility for your data categories
The simpler your data is structured, the easier your help center is to navigate. Make the right content available to the public. You can
choose the types of articles to make public so nothing sensitive or proprietary is at risk.
List the topics you intend to cover in your help center
Topics are the foundation of your help center. They make it easy for customers to discover all the information that you provide about a
given subject. Talk to your customer support team about the things people ask about most. Base your Featured Topics selection on the
most frequently asked questions. If you like, your topics can have a hierarchical structure—for example, you can set up topics with
subtopics.
Set up an article layout specifically for your help center
The way an article is laid out can affect how easy it is to access the article’s data. Don’t hide the lead. Consider offering a summary section
at the top so customers can get to basic information quickly.
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Set Up and Manage Experience Cloud Sites Help Center Set Up Tasks
Note: In Summer ’18, we increased the limits on articles and translation languages for some editions. It’s useful to know for your
help center planning.
• Essentials: 500 Articles, 1 Language
• Enterprise: 50 K Articles, 5 Languages
• Unlimited 150 K Articles, 10 Languages
Gather your resources

Upload the text and image files you plan to use in your help center to your org.
• For the Featured Topics component, upload 250-by-250-pixel images—one for each featured topic. You can have up to 25 featured
topics, but consider using fewer to keep your help center easy to navigate.
• Upload images for your help center's logo, login page background, and page header. Your help center images are a branding
opportunity, so make them attractive and representative of your brand. The header can be a GIF, JPG, or PNG file with a maximum
file size of 20 KB.
• Upload an HTML file for your page footer.
Note: Your default view of the help center includes the footer: Powered by Salesforce. You can easily delete it or replace it
with your own footer content.
SEE ALSO:
Knowledge Settings
Create a Help Center
Contact Support Form
Salesforce Knowledge Help and Resources
Plan Your Knowledge Base in Salesforce Classic
Knowledge Article Types
Help Center Set Up Tasks

Help Center is designed with self-service in mind. The Help Center template comes with components
EDITIONS
and pages that you can use as-is or customize to suit your needs.
Get started with your own publicly accessible Help Center! We’ve put together a set of tasks and Available in: Essentials,
useful references for setting up a Help Center. Enterprise, Performance,
Plan Your Help Center editions
• Give Customers Access to Your Knowledge Base Through
Help Center
Enable Knowledge in Your Org and • Enable Salesforce Knowledge

Enable the Knowledge Org Preference
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Set Up and Manage Experience Cloud Sites Create a Help Center
Create and Configure Your Help Center • Create a Help Center on page 889
• Organize Experience Cloud Sites with Topics on page 691
• Set Up Featured Topics on page 698
• Data Categories Best Practices
• Automatically Assign Topics to Articles on page 696
• Contact Support Form on page 319
• Check Out Experience Workspaces
• Experience Builder Overview on page 462
• Add more features with Guided Setup
• Configure the Guest User Profile for Unauthenticated Users on page 220
Add Branding and Customize Your Help Center • Customize Your Experience Builder Site
Theme
• Customize Experience Builder Pages and Components (Builder)
• Customize Experience Cloud Site Navigation
• Brand Your Experience Cloud Site on page 80
Create a Help Center

Set up a help center to give guest users access to the knowledge articles that you choose. Help
EDITIONS
users find solutions, and give them a way to contact you when the answer isn’t available. This topic
is for you if your org uses Classic Knowledge. Available in: Essentials,
Before you begin, review the topic, “Introducing Help Center” on page 887, and take the advance Enterprise, Performance,
steps it discusses. Unlimited, and Developer
editions
This topic steps you through help center creation when your org uses Classic Knowledge. Generally,
you create your help center site using the Help Center template, and then configure it using a
guided setup. USER PERMISSIONS
1. In your org, go to Setup > All Sites and click New. To create a help center
2. Click the Help Center tile, and then click Get Started. • Create and Set Up
3. Enter a name for your help center, and then complete the help center URL. Experiences
4. Click Create. To work with topics in the

site's content management
5. Go to your help center’s Experience Workspaces, and click the Guided Setup tile. Then click system (CMS)
the Help Center guided setup tile.
• Create Topics
6. On the Help Center guided setup tile, click the Guided Setup link. • Merge Topics
This step launches the guided setup. The setup steps you through configuring your help center.
• Delete Topics
Each step includes a link to the location in the help center user interface where you can do the
• Edit Topics
configuration described in the step. Guided setup steps include:
• Creating topics and assigning featured topics
• Mapping topics to data categories
• Setting up a Customer Support page
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Set Up and Manage Experience Cloud Sites Create a Help Center
• Setting up your Home page

• Configuring search
• Configuring any other pages you want to include in your help center
• Doing some final configuration in the help center’s Workspaces
• Previewing and publishing your help center
7. Create topics and assign featured topics.

Topics are the fundamental unit of organization in your help center. Ask your customer support team about the situations they get
called about most. Use their ideas to create topics that are of great interest to customers seeking solutions. Have 250 x 250 pixel
images on hand for each featured topic. These images add to the look and feel of your help center. Create an FAQ topic that you
can use as a default topic. Create an FAQ article for your help center with useful, general information.
a. Go to Experience Workspaces, and click the Content Management tile.
b. Click the Topics tab, and then click Topic Management.
c. Add topics to your help center.
Topics can be hierarchical, so you can add both topics and subtopics.
d. Still in the Topics area of Content Management, click Featured Topics and Set Up Featured Topics on page 698.
8. Map topics to data categories using Automatic Topic Assignment on page 696.
To make your articles visible in the help center, use data categories to automatically assign multiple topics to articles. This step is
crucial. Salesforce Knowledge uses data categories to classify articles and make them discoverable. When you map topics to a data
category, any article that uses the category also uses the topics that are mapped to it. Check the box for Assign this Topic to all
existing articles. This step adds help center topics to existing articles and automates publishing to the help center.
9. In Experience Builder, open the Contact Support page, and set up the Contact Support and Case Deflection components.
Your help center offers a Contact Support page that you set up in Experience Builder on page 532. The page comes with Contact
Support and Case Deflection components. Case Deflection brings up articles and other resources that are related to the information
a guest enters in the contact support form. For the Case Deflection component, set the default topic for “No Content” to your new
FAQ topic. When guests come across a topic with no articles, they see your FAQ topic. Assign the FAQ topic to at least one article
that contains lots of useful general information.
10. In Experience Builder, configure your home page.

Get your image and HTML files ready to upload. The images are for your help center's logo, login page background, and page header.
The header can be a GIF, JPG, or PNG file with a maximum file size of 20 KB. The HTML file is for your page footer.
Note: Your default view of the help center includes the footer: Powered by Salesforce. You can easily delete it or replace it
with your own footer content.
a. Go to Settings > General, and give your guest user profile read access to your Help Center data categories on page 220.
b.
Click the Theme icon, and configure your theme. Add a logo and login background image, select colors and fonts, and
tweak Theme Settings.
c. Configure page components to apply your company’s brand to your help center. For example, in the default theme, add images
to the Hero Header and Hero Background components.
11. In Experience Builder, open the Home page, click the Global Search for Peer-to-Peer Sites component, and configure its properties
on page 360.
Under Autocomplete Search, select Limit autocomplete search results to Discussions and Articles.
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Set Up and Manage Experience Cloud Sites Help Center Template Pages
12. Set up the other pages in your help center to look the way you want.
Check out these useful help center pages: Topic Detail, Contact Us, and Article Detail. For the Knowledge Article component, clear
the Allow Voting property. The votes of public users aren’t counted.
13. In the Administration Workspace, click Preferences, and select Give access to public API requests on Chatter.
14. Preview, publish, and activate your help center.
15. Publicize your new help center. For example, share your help center URL with visitors to your company website.
SEE ALSO:
Help Center Set Up Tasks
Change from Help Center to a New Template
Help Center Template Pages

The Help Center template offers a public-facing, self-service portal where guest users can search
EDITIONS
your knowledge base for answers to their questions. It reduces the load on your customer support
staff and gives customers the satisfaction of finding their own solutions. Available in: Essentials,
Included Features editions
• Ready-made template
• Guided setup configuration
• Publicly accessible
• Self-service
• Curated—you decide which of your Knowledge articles is shared
Included Pages
Template Pages
• Home
• Contact Support
• Error
• Search
• Topic Catalog
• Topic Detail
Object Pages
• File Detail
• File List
• Related Record List
Content Pages
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Set Up and Manage Experience Cloud Sites Change from Help Center to a New Template
• News Detail
SEE ALSO:
Change from Help Center to a New Template

Changing from a help center template to another template type is a simple process in itself. But
EDITIONS
the complexity increases with the things you must consider and actions you must take before you
make the change. The complexity of a template change varies according to how much original Available in: Essentials,
help center content and configuration you want to preserve in the new template. Keep in mind Enterprise, Performance,
that Salesforce partners have considerable experience with making template changes and can Unlimited, and Developer
assist you with this process. editions
Important: Before you change templates in a production environment, try it out in your
sandbox first. If you don’t try it out in your sandbox, you run a strong risk of losing data, wasting USER PERMISSIONS
time, and creating unnecessary cost.
To change a help center
In a template change, some objects and configurations are preserved and some aren’t. template
Preserved after a Template Change • Create and Set Up
• Featured and navigational topics Experiences
• Topic-to-article mapping
• Data category-to-topic mapping
• Data about trending articles and topics
• Topic statistics
• Your help center URL (but keeping the same URL is optional)
Not Preserved after a Template Change
• Your custom pages–There’s a workaround. You can export your custom pages before you change templates. After you change
templates, you can import them into the new template.
• Specific component configuration–Some configuration is preserved, like featured topics, navigational topics, and topic-to-article
mapping. Some configuration isn’t preserved, like search and type-ahead search configuration. A template change offers an opportunity
to revisit component configuration. For example, in your help center, you let customers search articles and cases. In your new
template environment, you can widen your list of searchable objects to make many more object types easy to discover.
• Branding–Before you change templates, consider whether you want to change or preserve brands in the new template. If you decide
to keep the same brand, all the image assets used in the original template are available in your org’s asset library. You have access
to this library in Experience Builder under Theme > Images.
• Theme–When you change templates, the theme defaults to the new template’s theme. You can reuse theme elements from the
original template by grabbing them from your org’s asset library.
• CSS styles–You can copy your CSS styles under Theme > Edit CSS, and paste them into a text file. After you switch templates, you
can copy-and-paste your CSS from the text file into the new site.
After you preserve the things you want to retain from your original help center, you’re ready to change templates.
1. Ensure that you have the latest version of the help center template.
a. In Create and Set Up Experiences, open Settings, and click Updates.
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Set Up and Manage Experience Cloud Sites Educate Your Users About Salesforce Experiences
b. Confirm that you understand the update changes, and click Update.
c. In the confirmation dialog, click Update. In the success dialog, click Close.
2. In the Administration Workspace, click Settings > Change Template. A message warns you that changing your site s template
permanently deletes all existing customizations and pages.
3. Click the tile for the template you’re changing to.
4. Click Get Started.
5. In the Name field, enter a name for your site.
6. In the URL field, enter the value you used for your help center or enter a new value.
7. Click Create.
After your new template is in place, bring in the elements from the original help center template that you want to preserve. For example:
• Import the custom pages you exported from your help center.
• Configure page components.
• Apply branding.
• Adjust your theme, including pasting the custom CSS styles you preserved.
• If you had featured topics in the help center, you can drag the Featured Topics component onto your Home page. Your original
configuration of the Featured Topics component is preserved in the new template.
SEE ALSO:
Change Your Experience Cloud Site Template
Educate Your Users About Salesforce Experiences

Tell users what to expect from Experience Cloud sites.
EDITIONS
IN THIS SECTION: Available in: Salesforce

orgs) and Lightning
If you use Experience Builder sites and Lightning Experience, use the App Launcher to switch Experience
back and forth between your Salesforce org and your Experience Cloud sites. If you use Tabs +
Visualforce sites and Salesforce Classic, use the global header. You can embed a site URL directly Available in: Enterprise,
into buttons or links. You can also redirect a user to another site or to a specific page within Performance, Unlimited,
another site. and Developer Editions
Share Personal Contact Information Within Experience Cloud Sites

Users can specify which information from their profile is visible to external users, such as customers and partners, and guests viewing
publicly accessible pages that don’t require login.
Search Behavior in Experience Cloud Sites
Search in Experience Cloud sites is different depending on whether your site is using an Experience Builder-based template or a
Salesforce Tabs + Visualforce template. In general, searches within an Experience Cloud site return results specific to that site.
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Set Up and Manage Experience Cloud Sites Switching Between Your Salesforce Org and Your Experience
Cloud Sites

Sometimes you want your Experience Cloud site’s guest users to benefit from the suggestions that come from autocomplete on
their search terms. To make it happen, you must explicitly make result types publicly available. For example, when you want guest
users to see suggestions for Knowledge articles, you can set up your search component so that Knowledge results are public. After
you set up autocomplete, search shows any Knowledge articles that match a guest user’s search terms in autocomplete suggestions.
Use email notifications to keep up with important updates in communities.
Chatter in Experience Cloud Sites
Chatter is a social network for holding and preserving discussions in a business, customer site, or other enterprise. But it’s not all talk.
Site members can use Chatter to engage with your organization, seek expert advice, and revisit relevant discussions. Chatter gives
you a direct view into your site, fostering insight and inspiration. Chatter lets you stay focused on your business and the things you
want to get done.
If you use Experience Builder sites and Lightning Experience, use the App Launcher to switch back
EDITIONS
and forth between your Salesforce org and your Experience Cloud sites. If you use Tabs + Visualforce
sites and Salesforce Classic, use the global header. You can embed a site URL directly into buttons Available in: Salesforce
or links. You can also redirect a user to another site or to a specific page within another site. Classic (not available in all
Switching between your Salesforce org and your sites doesn’t disrupt your workflow. You’re returned orgs) and Lightning
to the page you were working on, either in the current browser tab (standard apps) or in a new Experience
browser tab (connected apps and communities). If you’re using the App Launcher or the global Available in: Enterprise,
header, whichever sites you’re a member of are displayed as a dropdown or tile. Performance, Unlimited,
App Launcher for Experience Builder Sites and Lightning
Experience
The App Launcher is available based on Experience Builder templates.
In Lightning Experience, the full view of the App Launcher displays a tile for every published site along with your apps. In Experience
Builder sites, the App Launcher displays a tile for every published site and app but the All Items area and AppExchange link aren't available.
Members see only the sites and apps that they’re authorized to see according to their profile or permission sets.
Note: The App Launcher isn’t available in Salesforce Tabs + Visualforce sites. Members of these sites can use the global header
to switch between their Salesforce org and their sites.
Global Header for Tabs + Visualforce Sites and Salesforce Classic
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Set Up and Manage Experience Cloud Sites Switching Between Your Salesforce Org and Your Experience
Cloud Sites
The menu on the left side lets you switch between sites and your Salesforce org.
• The dropdown shows all the active sites that you’re a member of.
• If you have the “Create and Set Up Experiences” permission, you also see previews of sites that you’re a member of.
• Internal users who aren’t members of any sites only see the company name.
• External users see the dropdown menu only if they belong to more than one active site.
• External users who are members of only one active site don’t see the dropdown menu in the site.
Important: Functionality can be affected if you’re setting up a My Domain that hasn’t finished deployment. For example, if you
switch from a site to an internal org, you’re directed to the Salesforce login page instead. This can happen when you’ve logged in
using a My Domain URL that has been registered but not yet deployed. Once your domain is deployed, selecting your organization
in the dropdown directs you to the internal organization as expected.
The Your Name menu on the right side contains links to edit contact information and log out. Internal users can also access Salesforce
Help and links to Setup and other tools depending on user permissions and enabled features.
Embedded Site URLs

If you want to allow users to switch between their site and their Salesforce org, you can also embed site URLs into buttons or links.
• Enable the global header to make site URLs visible.
• Copy the URL of the site you want to link to.
• Embed the URL wherever you want it to appear on your site.
• Disable the global header if you want. Users are still able to seamlessly switch from one site to the next without another login.
You can also direct users to a specific page in a site, such as a checkout cart—rather than a homepage. To redirect your customers to a
specific page, add the following parameter to your company URL:
/servlet/networks/switch?networkId=<your 18 digit salesforce site ID, which can be found at the
end of the site URL>&startURL=<subpath URL of specific page you want to direct customers
to>
Note: The startURL is the specific subpath to the page starting with "/s/"
Important: The site switcher does not work when a user is logged in as another user, for example an admin user who wants to
check on a site as a customer user. To switch sites while logged in as another user, go to the contact detail page, click Login to
site as user, and select the site you would like to log in to. Switching to another site as another user, only works if the specified
URL is a root path.
SEE ALSO:
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Set Up and Manage Experience Cloud Sites Share Personal Contact Information Within Experience Cloud
Sites
Share Personal Contact Information Within Experience Cloud Sites

Users can specify which information from their profile is visible to external users, such as customers and partners, and guests viewing
publicly accessible pages that don’t require login.
When interacting with other Experience Cloud site members, it’s important to balance being visible and accessible with protecting your
personal contact information. You may not want to show your job title, phone numbers, and other contact details outside of your internal
organization. Your customers and partners may not want other customers and partners viewing all their contact information.
Use either the user interface or API to control visibility. You can choose to expose fields to employees only, members of the site from
outside your company, or guest users who aren’t required to log in. Some fields are always visible to everyone accessing the site. Some
fields allow up to three levels of visibility, while others allow fewer.
• Employees—Only members from the internal organization can view.
• External—Members from the internal organization and external members, such as customers and partners, can view. External users
are those accessing Experience Cloud sites with community or legacy portal licenses.
• Public—Anyone can view, including guest users viewing publicly accessible pages that don’t require login. Guest users can access
public pages in sites via the Guest User license associated with each Experience Cloud site.
In the API, setting a field to true on the User object makes it visible to the type of user indicated in the field name (external or guest
users).
Consider these tips about the visibility of your contact information.
• Your chosen settings apply to every site you’re a member of.
• When a user is restricted from viewing a contact information field, there are differences in what’s displayed in the user interface
versus the API.
– In the user interface, the restricted field is hidden from your profile everywhere that it usually displays in a site. If your organization
displays your profile information on custom Visualforce pages, the field still displays, but with the value #N/A.
– In the API, a field set to false returns the value #N/A.
• Other partners and customers in the site can’t search information in hidden fields on a profile. But users in the company’s internal
organization can search this type of information.
Note: This setting isn’t enforced in Apex, even with security features such as the WITH SECURITY_ENFORCED clause or
the stripInaccessible method. To hide specific fields on the User object in Apex, use the sample code outlined in Comply
with a User’s Personal Information Visibility Settings.
Default Visibility Settings for Contact Information

This table summarizes the default visibility settings for contact information and your options for restricting visibility.
Contact Default Where to Set in Options for API Controls on User Object
Information Visibility User Interface Restricting
Visibility
First Name Public Go to Your Everyone sees N/A
Last Name Name > Edit these fields unless
Contact Info, then your administrator
Nickname click About enables nickname
About Me display or creates a
custom page that
displays this
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Set Up and Manage Experience Cloud Sites Share Personal Contact Information Within Experience Cloud
Sites
Visibility
information. If your
administrator has
enabled nickname
display, your
nickname displays
in place of your
first and last names
in most locations.
Title External Go to Your Employees, UserPreferencesShowTitleToExternalUsers

Name > Edit external, or public UserPreferencesShowTitleToGuestUsers
Contact Info, then
click About Note: When the guest user preference is set to true,
the job title field is visible to external members even
if the external member preference is set to false.
Profile photo External. On your profile External or public UserPreferencesShowProfilePicToGuestUsers

Users page, click Update
without under your photo
access (or Add Photo if
see the you haven’t added
stock a photo yet), then
photo. select Show in
sites with
publicly
accessible
pages
City Employees Go to Your Employees,

Note: For each pair of preferences controlling the
Country Name > Edit external, or public
visibility of a field, when the guest user preference is
Contact Info, then
Email set to true, the field is visible to external members
click Contact
even if the external member preference is set to
Fax
false.
Mobile Phone
UserPreferencesShowCityToExternalUsers
State
UserPreferencesShowCityToGuestUsers
Street Address
UserPreferencesShowCountryToExternalUsers
Work Phone
UserPreferencesShowCountryToGuestUsers
Zip/Postal Code
UserPreferencesShowEmailToExternalUsers
UserPreferencesShowEmailToGuestUsers
UserPreferencesShowFaxToExternalUsers
UserPreferencesShowFaxToGuestUsers
UserPreferencesShowManagerToExternalUsers
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Set Up and Manage Experience Cloud Sites Search Behavior in Experience Cloud Sites
Visibility
UserPreferencesShowManagerToGuestUsers
UserPreferencesShowMobilePhoneToExternalUsers
UserPreferencesShowMobilePhoneToGuestUsers
UserPreferencesShowPostalCodeToExternalUsers
UserPreferencesShowPostalCodeToGuestUsers
UserPreferencesShowStateToExternalUsers
UserPreferencesShowStateToGuestUsers
UserPreferencesShowStreetAddressToExternalUsers
UserPreferencesShowStreetAddressToGuestUsers
UserPreferencesShowWorkPhoneToExternalUsers
UserPreferencesShowWorkPhoneToGuestUsers
Search Behavior in Experience Cloud Sites

Search in Experience Cloud sites is different depending on whether your site is using an Experience
EDITIONS
Builder-based template or a Salesforce Tabs + Visualforce template. In general, searches within an
Experience Cloud site return results specific to that site. Available in: Salesforce
Note: To be searchable in Experience Cloud sites, objects must be searchable in Lightning Classic (not available in all
orgs) and Lightning
Experience and supported in templates.
Experience
For all Experience Cloud sites:
Search behavior in Experience Cloud sites is different from searches in the internal org: Available in: Enterprise,
• In general, searches within an Experience Cloud site return matches from within the site. and Developer Editions
To find items from a different site, members must leave the current site and search from
within the other site.
• In site search results, members can see what they can access through their profiles and permission sets. In addition, they can
also view data that is explicitly shared with them in the site context. Shared content can include internal company content and
records that aren’t explicitly shared with all site members. For example, imagine that the user’s profile allows access to accounts,
but the accounts tab isn’t exposed in the site. The member can still view account data in their search results.
• For user searches performed by external site users, global search and enhanced lookup search (with the All Fields option
selected) query the following limited set of fields:
– Name
– Username
– User ID
– Body
– Email
– Phone
– Custom fields
898
For example, say an external site member searches for a user, John Doe, by his alias jdoe. If that term isn’t contained in any of
the searchable fields in the user object, John Doe’s record isn’t included in search results.
• Search results include all the records and files that a site member can access. Results include records that aren’t explicitly exposed
in the site or records and files that members can access in the internal Salesforce org. In file searches, users can see:
– Files that they own
– Files that are shared with them directly
– Files that they can access in a library
– Files that are posted to a record they have access to
– Files that are posted to groups or shared with that site
• The admin must enable search result filters for an object in the internal org for it to be searchable in a site. To make custom
objects searchable, the object must be related to a tab in the internal org.
• In addition to an object needing to be marked as searchable, a little more setup is required to make objects discoverable by
guest users. For more information, see Enable Search Autocomplete for Guest Users on page 901.
• With global search from your internal org, you can get uneven results when searching for a site User record. Here’s why and
what you can do about it. Each site has a unique network ID. When you create a site user through Contact record > Create
External User, the new User record is assigned to a site’s network ID.
Global search looks for records in the internal org, which has a different network ID than the site. A global search doesn't search
inside site. Since the User record is associated with a site network ID, global search doesn't return results for that record.
The workaround is to create User records in the internal org, and then associate the records to a site. You can associate an internal
User record to a site by linking the internal record to a Contact record. After you forge the link, you can find the User record
through global search. The User record's network ID is now associated with the internal org.
• For guest users, a case deflection search matches article titles only. It doesn’t return matches from the body of the article.
For Experience Builder sites using the Koa and Kokua templates:
• The Featured Search component lets site members search for articles within a specific data category.
• The Article List component shows the search results based on the search term entered in Featured Search.
Note: As part of their phased retirement, from Summer ’17, you can no longer use the Koa and Kokua templates. Salesforce
still supports existing Experience Builder sites that were built using Koa and Kokua. To create a site based on Koa or Kokua,
contact Salesforce Support. However, we recommend that you work with Salesforce Support on a plan to replace your existing
Koa and Kokua sites. The latest Experience Builder templates provide richer support for Knowledge and case management.
For Experience Builder sites using the Customer Service template:
• The Search Publisher component lets site members enter search terms in the site.
• The Search Results component shows a list of search results limited to articles and discussions.
Note: Only articles that have a topic related to them in Topic Management populate in the Search Results component.
• The Global Search Results component lets members see search results in one tab (All). Results can also be shown on separate
tabs for cases, accounts, contacts, feeds (discussions), and any other object that’s exposed in the site that members can access.
Such objects include custom objects..
Note: Admins must associate a tab to a custom object to make it searchable in global search.
• The Search & Post Publisher component gives admins the option to set up autocomplete search results. These suggested search
results populate based on objects made searchable in the site, and included in autocomplete search.
899
For all Experience Builder sites:

Users in a site can filter their search results for the following objects: accounts, knowledge articles, cases, contacts, dashboards, files,
leads, opportunities, people, and tasks. Search filtering for sites is on by default in your Salesforce org. From Setup, in the Object
Manager, go to Search Layouts for each object you want to filter. Add the fields that users want to filter to the Search Results layout.
Supported field types are checkbox, phone number, picklist, text, and URL. You can’t filter encrypted fields.
Note: Filtering on knowledge articles is a beta feature. As a beta feature, filtering on knowledge articles is a preview and isn’t
part of the “Services” under your primary subscription agreement with Salesforce. Use this feature at your sole discretion, and
make your purchase decisions only based on generally available products and features. Salesforce doesn’t guarantee general
availability of this feature within any particular time frame or at all, and we can discontinue it at any time. This feature is for
evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce has no liability for any
harm or damage arising out of or in connection with it. All restrictions, Salesforce reservation of rights, obligations concerning
the Services, and terms for related Non-Salesforce Applications and Content apply equally to your use of this feature.
For Salesforce Object pages in Experience Cloud sites:
Salesforce Object pages have their own search field. This search returns results that match search terms exactly as-phrased and in
the order that they're entered. For example, when you search for ABC, ABC is returned, but (ABC) isn't.
Note: Salesforce Object pages are custom pages that are based on a Salesforce object. For example, when you create a page
for reports, you get the object pages Report Detail, Report List, and Report Related List.
For sites using Salesforce Tabs + Visualforce:
• If Chatter is enabled in your org, global search and contextual feed search are enabled by default in all sites.
– With global search, members can search for records, files, people, groups, topics, and feed posts and comments.
–
Feed search ( ) is helpful when members want to look for information in a specific feed context. Groups, user profiles,
records, and the site feed support feed search.
• If Chatter isn’t enabled, sidebar search is enabled in all Salesforce Tabs + Visualforce sites.
– Sidebar search doesn’t support searches for items specific to Chatter, such as feeds, groups, files, topics, and user profiles.
SEE ALSO:
Configure Search Results
900
Set Up and Manage Experience Cloud Sites Enable Search Autocomplete for Guest Users

Sometimes you want your Experience Cloud site’s guest users to benefit from the suggestions that
USER PERMISSIONS
come from autocomplete on their search terms. To make it happen, you must explicitly make result
types publicly available. For example, when you want guest users to see suggestions for Knowledge To configure component
articles, you can set up your search component so that Knowledge results are public. After you set properties:
up autocomplete, search shows any Knowledge articles that match a guest user’s search terms in • Customize Application
autocomplete suggestions.
1. In Experience Builder, click a search component.
Autocomplete properties are available on most search components.
2. In the search component property editor, open the Autocomplete section and click an object.
The object that you click is an object type that you want to make visible to guest users in search results. When you click an object,
a window opens where you can select a different object type. So keep your original selection, or change it here.
3. Select Publicly available.

4. Click Save.

Use email notifications to keep up with important updates in communities.
EDITIONS
You can choose to receive email notifications whenever someone posts on your profile, comments
after you on a post you’ve commented on, posts to a group you belong to, and more. Email Available in: Salesforce
notification preferences are set by community. Classic (not available in all
orgs) and Lightning
To set your email preferences, go to your profile page within a community, click the dropdown
Experience
button ( ) in the upper-right corner and select My Settings, then click Email Settings. You
can turn individual notifications on or off. Available in: Enterprise,
Your chosen settings apply to the current community. If you don’t belong to any groups yet, you and Developer Editions
won’t see the option to set groups on this page until after you join your first group. You can also
set your group email preferences using the Email Me... dropdown on each group’s page. You can
choose to receive a daily or weekly digest email or an email every time someone posts. This option is visible if you’re a group member.
Your email options are similar to the Chatter email settings in your internal organization under your personal settings ( Your Name >
My Settings > Email Settings for Chatter Free users). Within communities, however, note the following differences.
Warning: Avoid spamming new group members in a community, especially if you are adding group members en masse. Deselect
the following org-wide Chatter email notifications: Allow Emails and Allow Posts via Email. Access these settings by searching
Email Settings in the Quick Find search box in Salesforce Setup.
• The default notification frequency for new groups you join can’t be set via the user interface. It can be set only via Salesforce APIs
(SOAP API and REST API).
• Personal digests aren’t currently available.
• You don’t receive notifications when new articles are added to topics.
• If your community has Chatter messages enabled, you’re notified of file shares in a message. If Chatter messages aren’t enabled, you
are notified of file shares by email.
• If flagging is enabled in the community, the Flags an item as inappropriate option appears for all members of the
community, but only sends notifications if:
– You’re a group owner or manager and a member flags a post, comment, or file in your group.
901
Set Up and Manage Experience Cloud Sites Chatter in Experience Cloud Sites
– You’re a moderator and a member flags a post, comment, or file you have access to. Depending on the type of notification you
want to receive, you also need following permissions:
Email Notifications About Required Permission

Flagged posts and comments “Moderate Community Feeds”
Flagged files “Moderate Community Feeds”
Flagged Chatter messages “Moderate Community Feeds” and “Moderate Communities Chatter Messages”
Flagged direct messages “Moderate Communities Chatter Messages”
If the Flag as Inappropriate link doesn't work in your email, try flagging the message from the UI.
SEE ALSO:
Navigate to Chatter Email Settings
Chatter in Experience Cloud Sites

Chatter is a social network for holding and preserving discussions in a business, customer site, or
EDITIONS
other enterprise. But it’s not all talk. Site members can use Chatter to engage with your organization,
seek expert advice, and revisit relevant discussions. Chatter gives you a direct view into your site, Available in: Salesforce
fostering insight and inspiration. Chatter lets you stay focused on your business and the things you Classic (not available in all
want to get done. orgs) and Lightning
In Experience Cloud sites, where Chatter is often referred to as feeds or discussions, lots of extra Experience
features that support customer and partner communities are available. For example, use threaded Available in: Enterprise,
discussions to add dimension to your feeds by including the power to reply to answers and Performance, Unlimited,
comments. Enable company verification to put your organization’s stamp of approval on an answer and Developer Editions
to a customer question. Use streams to join multiple feeds together into one mega-feed. Use direct
messages to create a break-out session with a customer or partner needing individual attention.
IN THIS SECTION:
Communities contain different user types who require varying levels of access. What users can see in a community depends on their
user type and which tabs the administrator selects when creating the community. This topic offers a set of tables that describe what
users with different access levels can see and do with different community features.
Threaded Discussions in an Experience Builder Site
When you talk to people, it’s rarely like a feed, where one person asks a question and everyone else answers. In real life, when one
person asks a question, someone answers, and then there's a reply to that answer, and a reply to that reply. With threaded discussions,
you can participate in this lively flow in your sites.
Close a Conversation in an Experience Builder Site
The question is answered, the topic discussed, the poll decided—what do you do now? You end the conversation. Admins, moderators,
and permitted members can close a question, poll, or post in an Experience Builder site. And, if needed, they can reopen it. It’s a nice
way to stop the churning on a settled matter.
902
Chatter Streams in Experience Builder Sites

Your Experience Builder site members can combine multiple feeds into a stream to create a single point of access to related information.
Combine feeds of top contributors or discussions concerning a particular product line. Create a stream that combines feeds from
discussions, groups, topics, profiles, and all kinds of objects, like cases, opportunities, and accounts. No more jumping from feed-to-feed
to figure out what people are saying. Each member can create up to 100 streams.
View Experience Builder Site Streams from Your Internal Salesforce Org
Site members who have access to their internal Salesforce org can view their site streams from the org. When you click most site-based
links from the internal org view, they lead right back to the site.
Share a Link to the Detail View of a Post
The Share feature on a feed post includes a Copy Link option. Use it to grab a link that jumps directly to the detail view of a post.
Copying places the link on your clipboard. You can paste the link wherever you like.
SEE ALSO:
Enable Code Snippets and Assign Permissions to Use Them
Assign Post Pinning Permission
Add Rich Publisher Apps to Your Feeds

Communities contain different user types who require varying levels of access. What users can see
EDITIONS
in a community depends on their user type and which tabs the administrator selects when creating
the community. This topic offers a set of tables that describe what users with different access levels Available in: Salesforce
can see and do with different community features. Classic (not available in all
orgs) and Lightning
Note: The behavior that’s described in these tables doesn’t consider updates to the
Experience
community sharing model or user sharing.
Administrator or Salesforce External Performance, Unlimited,
Salesforce user Community Community and Developer Editions
with “Create and Member (all Member (Customer
Set Up Salesforce licenses Portal, Partner
Communities” including Chatter Portal, Partner
permission Free and Chatter Community,
Only) Customer
Community,
Lightning External
Apps, or Lightning
External Apps Plus
license)
Administer Can create Not available Not available
communities in communities,
Salesforce customize tabs and
branding, add or
remove members, and
903
Administrator or Salesforce Salesforce Community External Community

user with “Create and Set Member (all Salesforce Member (Customer Portal,
Up Communities” licenses including Chatter Partner Portal, Partner
permission Free and Chatter Only) Community, Customer
Community, Lightning
External Apps, or Lightning
External Apps Plus license)
activate or deactivate a
community. User must also have
the “Customize Application”
permission to create or
customize communities.
Global Header (for use in The dropdown in the global The dropdown in the global The dropdown in the global
Salesforce Classic orgs) header shows a list of header shows a list of header shows a list of
communities the user created communities that the user communities that the user can
or can access. Also links back to created or can access. Also links access.
their internal organization. back to their internal Can’t access communities in
Can access setup for all organization. Inactive status. If a link is
communities, regardless of Can’t access communities in provided, can see communities
status. Inactive status. If a link is in Preview status.
Can see communities in provided, can see communities
Preview status. in Preview status.
Your Name menu in Global Same as in internal organization. Same as in internal organization. Can see a My Settings menu, an
Header Chatter Free users see a My Edit Contact Info menu, and a
Settings menu, an Edit Contact Logout link. For external users,
Info menu, and a Logout link. For the My Settings menu opens an
Chatter Free users, the My overlay where they can update
Settings menu opens an overlay location settings, security
where they can update location settings, email settings, and
settings, security settings, email approved connections. These
settings, and approved settings apply across all
connections. These settings communities that users can
apply across the internal access. This overlay is different
organization and all from the My Settings page that
communities that users can other internal users see if the
access. This overlay is different organization has enabled the
from the My Settings page that improved Setup user interface.
other internal users see if the
organization has enabled the
improved Setup user interface.
Access to Experience Admins or users with “Manage Users with “Manage Not available
Workspaces or Community Communities” can see the menu Communities” can see the menu
Management menu in Global and use it to preview the and use it to preview the
Header community. Such users can also community or access Experience
access community settings in Builder, Site.com Studio, and
904

Experience Builder, Site.com Lightning Platform. The
Studio, and Lightning Platform. Experience Builder option
The Experience Builder option doesn’t appear for communities
doesn’t appear for communities created from the Salesforce Tabs
created from the Salesforce Tabs + Visualforce template.
+ Visualforce template. This menu only appears within
This menu only appears within Community Management.
Community Management.
Salesforce Help Can see Salesforce Help. Standard Salesforce user sees Not available
Salesforce Help. Chatter Free
user sees Chatter help.
People Can see everyone else in the community and vice versa.
Profiles and people hovers Can see all contact information fields (such as Title, Work Phone, Can see all members’ First Name,
and Email) on all community members’ profiles. In people hovers, Last Name, and Nickname fields
user always sees members’ Title, Work Phone, and Mobile Phone and profile photos. But can see
fields. only the contact information
fields that members have
chosen to show to external
users. By default, Title is shown
while all other fields are not. In
people hovers, user sees Title,
Work Phone, and Mobile Phone
fields only if the member has
chosen to show them.
Records (such as accounts, leads, Can see records that they own, Standard Salesforce user sees Can see records that they own,
opportunities) and records that they have records that they own, and and records that they have
access to (based on sharing records that they have access to access to (based on sharing rules
rules) across all communities (based on sharing rules) across and permissions) across all
and their internal org. all communities and their communities.
internal organization. Chatter
Free user can’t access records.
Dashboards and Reports Can view and create dashboards and reports Role-based external users can
create and edit reports in
communities, but not in portals.
However, there are some
exceptions. For more
information, see Set Up Report
Management for External
905

Users—Create and Edit Reports.
All role-based external users can
refresh dashboards.
Salesforce Knowledge Articles Salesforce Knowledge User Salesforce Knowledge User Visibility on the article’s
License, Read permission on License, Read permission on category.
the article type, and visibility on the article type, and visibility on
the category. the article’s category.
Community User Visibility Can set visibility on a If enabled, members can see If enabled, members can see
community-by-community other members within their other members within their
basis, by checking See other community and members of community and members of
members of this community. other communities that they other communities that they
Once checked, members of that belong to that have selected belong to that have selected
community can see each other See other members of this See other members of this
and members of other community. community.
communities that they belong
to that also have enabled
community user visibility.
Chatter Visibility
Salesforce Administrator Salesforce Community External Community

Member (all Salesforce Member (Customer Portal,
licenses including Chatter Partner Portal, Partner
Free and Chatter Only) Community, Customer
Groups Within a community, a user can Within a community, a user can Within a community, a user can
see all groups for that see all groups for that see all groups in the community
community and join them. The community and join them. The and join them. The user can’t see
user can’t see groups from other user can’t see groups from other groups from other communities
communities they belong to or communities that they belong that they’re a member of.
their internal org. to or from their internal org. Can create groups. In groups
Can create groups. In groups Can create groups. In groups user is a member of, can post,
user is a member of, can post, user is a member of, can post, comment, post files or links, or
comment, post files or links, or comment, post files or links, or share someone else’s post.
share someone else’s post. share someone else’s post.
Administrators can also control
whether users in the
906

organization and external users
can create groups through the
“Create and Own New Chatter
Groups” user permission.
Files Regardless of the current community, users see all their files. They Regardless of the current
see the files that they own, that are shared with them directly, thatcommunity, users see all their
they can access in a library, or that are posted to a record that they
files. They see the files that they
can access. own, that are shared with them
Files posted to groups and shared with an entire community can directly, or that they can access
be viewed only in that community. in a library. Portal users see files
that are posted to records that
There’s a difference between when files are visible and when they’re they can access, unless the
shareable through feeds. record post was marked “Internal
Visible: Files in libraries are visible, regardless of the community Only”.
where the files were uploaded. For a file on a record to be visible, There’s a difference between
the community must be able to access the record and the library when files are visible and when
that the file is in. they’re shareable through the
Shareable: A user can share a file across communities if they are Chatter publisher. Files in
sharing to a record and the file is in a library. A file can be shared libraries are visible, regardless of
to a Chatter group only within the same community where it was the community where the files
originally uploaded. A user can’t share a file from the file detail were uploaded. A user can share
page in communities, even for files that can be shared through files across communities
Chatter. through the Chatter publisher
as long as those files are in
libraries that the user can access.
However, they can share files
that aren’t in libraries only within
the community where the files
were uploaded.
Profiles Can see profiles for all members in the current community. Can see profiles for all members
in the current community.
Cannot see profiles of users in
the internal organization.
Profile visibility enforces user
sharing.
Recommendations User gets people, group, file, and record recommendations for the current community only.
907

Activity and Influence Can see activity statistics and influence for the current community. Can see activity statistics and
All activity on records, such as posts and comments, is counted in influence for the current
the user’s internal organization and not in the community where community.
the activity occurred. All activity on records, such as
posts and comments, is not
counted in the user’s activity
statistics and influence.
Email Notifications Email notification preferences Email notification preferences Email notification preferences
are set per community. Within a are set per community. Within a are set per community. Within a
community, users can control community, standard Salesforce community, external users can
their Chatter email notifications user can control their Chatter control their Chatter email
in their personal settings. email notifications in their notifications under Your
Can control email notifications personal settings. Name > My Settings > Email
for their internal organization Can control email notifications Settings. Portal users can also
from their personal settings. for their internal organization control group email notifications
(Enter Chatter in the from their personal settings. on each group’s page.
Quick Find box, then select (Enter Chatter in the Chatter personal email digests
Email Notifications.) Quick Find box, then select are not supported in
Within a community, all users Email Notifications.) Communities. Group digests are
can control group email Chatter Free user can control supported, but the option to
notifications on each group’s Chatter emails for their receive email notifications for
page. communities under Your every post is disabled when
groups exceed 10,000 members.
Chatter personal email digests Name > My Settings > Email All members who had this
are not supported in Settings. The chosen settings
option selected are
Communities. Group digests are apply to the current community. automatically switched to daily
supported, but the option to Within a community, all users digests.
receive email notifications for can control group email
every post is disabled when notifications on each group’s
groups exceed 10,000 members. page.
All members who had this Chatter personal email digests
option selected are are not supported in
automatically switched to daily Communities. Group digests are
digests. supported, but the option to
receive email notifications for
every post is disabled when
groups exceed 10,000 members.
All members who had this
option selected are
908

automatically switched to daily
digests.
Topics Can see hashtag topics and Chatter topics for the current community only. Topics are visible in feeds,
the topics list, topic detail pages, Trending Topics, and Recently Talked About topics.
Favorites Can add search, topic, and list view favorites in the current Can add only topic favorites in
community. the current community.
Chatter Messages In their list of Chatter messages, In their list of Chatter messages, In the user’s list of Chatter
can see private messages that can see private messages that messages, can see all messages
they have sent or received in they have sent or received in that they have sent or received
their internal org and any their internal org and any in any community they’re a
communities that they’re a communities that they’re a member of.
member of. member of. Can send a Chatter message to
Can send a Chatter message to Can send a Chatter message to a member of a common
a member of a common a member of a common community, but must initiate
community. But must initiate the community, but must initiate the message within the
message within the community the message within the community that the target user
that the target user is a member community that the target user is a member of.
of. is a member of. Chatter messages are accessed
Administrators with “Manage through the Chatter tab, which
Chatter Messages” and “API may be disabled for external
Enabled” permissions can delete community members. When
messages. using Chatter messages in
The API allows users to send communities, ensure that the
Chatter messages across Chatter tab is enabled.
communities.
Messenger (Chat) Messenger is not available with Communities.
Feeds Visibility
This table shows what each kind of user can do or see in Chatter Feeds within a community.
909

Member Member (Customer Portal,
Partner Portal, Partner
Community, Customer
Post on a record Can post on any records within Can post on any records within Can post on any records within
the community. the community that the user can the community that the user can
access. access.
Bookmark a post Can bookmark posts within the current community. The Bookmarked feed only contains posts from
the current community.
Mention someone Can mention people specific to the current community. User can’t Can mention people specific to
mention an external user on an internal post. the current community.
Share a post (repost) Can share a post only in the current community.
Add topics to a post Can add hashtag topics and Chatter topics to any posts within the current community. Topics are
specific to the current community and can’t be accessed from another community.
Search Visibility
Search behavior in communities varies slightly from the search in the internal organization. Search results respect sharing rules for all
items by default. This table describes what each type of community user can see in search results.
Search Results For Administrator Salesforce Community External Community

Member Member (Customer
Portal, Partner Portal,
Partner Community,
Customer Community,
Lightning External Apps,
or Lightning External
Apps Plus license)
People People specific to the current community.
Users • Other partners and customers in the community can’t search information in hidden fields
on a profile. But users in the company’s internal organization can search this type of
information.
• Portal users can’t search for users in the community when sidebar search is enabled.
• When external community members search for users, global search and enhanced user
lookups (All Fields selected) query the following limited set of fields on user records:
– Name
– Username
– User ID
– Body
– Email
– Phone
910

Partner Community,
Customer Community,
Apps Plus license)
– Custom fields
Note: With global search from the internal org, uneven results can occur when searching
for a community User record. Here’s why and what to do about it.
Each community has a unique network ID. When a community user is created through
Contact record > Create External User, the new User record is assigned to a
community's network ID.
Global search looks for records in the internal org, which has a different network ID than
the community. A global search doesn't search inside communities. Since the User record
is associated with a community network ID, global search doesn't return results for that
record.
The workaround is to create User records in the internal org, and then associate the
records to a community. It’s possible to associate an internal User record to a community
by linking the internal record to a Contact record. After the link is forged, the User record
is discoverable through global search. The User record's network ID is now associated
with the internal org.
Groups Groups specific to the current community.
Files Visibility in the current community: Visibility in the current

• Owned files community:
• Files shared with the user in a public or private group • Owned files
• Files shared with the entire community • Files shared with the user
in a public or private
Visibility in any community:
group
• Files posted on accessible records and record feeds • Files shared with the entire
• Salesforce CRM Content library files that the user can access community
Files owned by a user are always visible in search results for that Visibility in any community:
user, regardless of how they were uploaded.
• Files posted on accessible
records and record feeds
(unless the file posted on
the record is marked
“Internal Only”)
• Salesforce CRM Content
library files that the user
can access
Files owned by a user are
always visible in search results
911

Partner Community,
Customer Community,
Apps Plus license)
for that user, regardless of how
they were uploaded.
Topics Topics specific to the current community.
Feeds Feed posts and comments from within the community where the search is performed.
Global search returns information from all feed contexts. Contextual feed search ( ) returns
information from the context where the search is performed. For example, results can come
from the context of a feed on a user profile, a record, or a group. To find information in a different
community feed, users must search from within that community.
Search Auto-Complete Recently accessed items specific to the current community.
Records (accounts, contacts, leads, Full visibility for all items across Visibility for all items that Visibility for all items that the
and so on) all communities and in the the user can access through user can access through their
internal organization. their user profile or user profile or permission sets
permission sets across all across all communities.
communities and in the
internal organization.
User lookups on records All users across all communities and in the internal organization. Users who are members of all
communities that the user is
also a member of, and other
external users associated with
the same external account.
Users with the partner portal
license also see the owner of
the portal account.
The Recently Viewed Users list
in the lookup shows all users
that they can access via their
license, profile settings,
permission sets, and sharing
rules. If user sharing is enabled
in the org, this behavior varies
depending on how it’s
configured.
For external community
members, enhanced user
lookups search within a limited
912

Partner Community,
Customer Community,
Apps Plus license)
set of fields when the All
Fields option is selected.
Look-up searches on records Full visibility for all items across Visibility for all items that Visibility for all items that the
all communities and the internal the user can access through user can access through their
org. their user profile or user profile or permission sets
permission sets across all across all communities.
communities and the
internal org.
Look-up searches in Community Lookups in Community No No

Management Management and Experience
Workspaces initially return the
items that the user most recently
viewed from within the
community. If an object that the
user is looking for isn’t in the
Recently Viewed Documents list,
they can try typing all or part of
the object name and searching
again.
Salesforce Knowledge Articles Salesforce Knowledge User Salesforce Knowledge User Visibility on the article’s
License, Read permission on the License, Read permission category.
article type, and visibility on the on the article type, and
category. visibility on the article’s
category.
Differences Between the Full Salesforce Site and the Salesforce Mobile App
There are minor differences in the Communities experience between the full site and the Salesforce mobile app. From an object page:
• the Salesforce mobile app displays a recently viewed list only for the selected object.
• The full site displays a recently viewed list that can be changed to display any recently viewed objects.
Note: Community users on the Salesforce mobile app are shown the default list view that’s specified for the object. Whether
Salesforce mobile app users see a recently viewed list depends on the default list view chosen. The recently viewed list doesn’t
appear for custom objects.
SEE ALSO:
913
Threaded Discussions in an Experience Builder Site

When you talk to people, it’s rarely like a feed, where one person asks a question and everyone else
EDITIONS
answers. In real life, when one person asks a question, someone answers, and then there's a reply
to that answer, and a reply to that reply. With threaded discussions, you can participate in this lively Available in: Experience
flow in your sites. Builder sites

USER PERMISSIONS
To enable threaded
discussions in a site:
• Enable Chatter
AND
Create and Set Up
Experiences
914
A thread is any feed item that has one or more levels nested under it. For example, a question with an answer or a comment with a reply
is a thread. When you enable threaded discussions in your site, all discussions convert to threaded discussions: Members can comment
on a post, answer a question, and reply to those comments and answers. Discussions are indented up to three levels to clarify who is
responding to what.
915
The notification emails you receive for threaded discussions link more deeply into the discussion. All notification links used to go to the
top of the thread; now they land you on new thread content.
To prevent the loss of important content, in orgs created after Winter ’19 most site members are blocked from deleting discussion
threads.
For orgs created after Winter ’19, blocking is the default behavior. Orgs that existed before Winter ’19 can call Salesforce Customer
Support to enable blocking. When blocking is enabled, only feed moderators and users with the Modify All Data permission can delete
threads.
We recommend blocking deletions because, when deletion is not blocked:
• A user who creates a feed item can delete any response nested under it.
• A user who deletes a feed item also deletes all responses nested under it.
If nothing is nested under a feed item, the author can always delete the item.
IN THIS SECTION:
Enable Threaded Discussions in an Experience Builder Site
Enable a preference in the Administration Workspace to change all site discussions to threaded discussions. Threaded discussions
add the Reply feature to feeds. In addition to commenting on a post or poll or answering a question, you can reply to an answer or
a comment. Threaded discussions are indented up to three levels to clarify who is replying to what.
Delete a Discussion Thread in a Community
Deleting a discussion thread is the same as deleting any feed item with something nested under it. The thing to consider is whether
deletion is blocked in your community. To prevent loss of important content, orgs created after Winter ’19 block most community
members from deleting feed items that have something nested under it. For example, when a question has an answer, deletion of
the question is blocked.
Enable Threaded Discussions in an Experience Builder Site

Enable a preference in the Administration Workspace to change all site discussions to threaded
EDITIONS
discussions. Threaded discussions add the Reply feature to feeds. In addition to commenting on a
post or poll or answering a question, you can reply to an answer or a comment. Threaded discussions Available in: Experience
are indented up to three levels to clarify who is replying to what. Builder sites
Important: To prevent loss of important content, orgs created after Winter ’19 block the Available in: Enterprise,
deletion of feed items that have something nested under them. For example, when a question Performance, Unlimited,
has an answer, deletion of the question is blocked. and Developer Editions
For orgs created after Winter ’19, blocking is the default behavior. Orgs that existed before
Winter ’19 can call Salesforce Customer Support to enable blocking. When blocking is enabled, USER PERMISSIONS
only feed moderators and users with the Modify All Data permission can delete site threads.
To enable threaded
discussions in a site:
• A user who creates a feed item can delete any response nested under it. • Enable Chatter
• A user who deletes a feed item also deletes all responses nested under it. AND
If nothing is nested under a feed item, the author can always delete the item. Create and Set Up
Experiences
Enable threaded discussions in your site in the Administration Workspace.
1. Open Experience Workspaces, and click the Administration Workspace.
2. Go to the Preferences page, and select Allow discussion threads.
916
3. Click Save.
All discussions in your site convert to threaded discussions: In addition to comments and answers, members can reply to comments
and answers. Discussions are indented up to three levels to clarify who is responding to what.
Delete a Discussion Thread in a Community

Deleting a discussion thread is the same as deleting any feed item with something nested under
EDITIONS
it. The thing to consider is whether deletion is blocked in your community. To prevent loss of
important content, orgs created after Winter ’19 block most community members from deleting Available in: Lightning
feed items that have something nested under it. For example, when a question has an answer, communities
deletion of the question is blocked.
For orgs created after Winter ’19, blocking is the default behavior. Orgs that existed before Winter
’19 can call Salesforce Customer Support to enable blocking. When blocking is enabled, only feed and Developer Editions
moderators and users with the Modify All Data permission can delete community threads. If nothing
is nested under a feed item, the author can always delete the item.
USER PERMISSIONS
• A user who creates a feed item can delete any response nested under it. To delete a discussion
thread in a community:
• A user who deletes a feed item also deletes all responses nested under it.
• Modify All Data
1. Open the actions menu on a feed item. OR
2. Select Delete, and then confirm the deletion. Moderate Community
When delete is not blocked, the feed item and everything nested under it are deleted. When Feeds
delete is blocked, the item is deleted only under these conditions: The item has nothing nested OR
under it and you are its author, or you have the right role or permission.
Salesforce disabled
block-delete at your
org’s request
AND
You are the author of the
post, question,
comment, or reply
917
Close a Conversation in an Experience Builder Site

The question is answered, the topic discussed, the poll decided—what do you do now? You end
EDITIONS
the conversation. Admins, moderators, and permitted members can close a question, poll, or post
in an Experience Builder site. And, if needed, they can reopen it. It’s a nice way to stop the churning Available in: Experience
on a settled matter. Builder sites
Closing conversations is available in group, topic, discussion, and user profile feeds in your Experience
Builder sites. Admins and moderators can close posts, polls, and questions without any special
configuration. Admins can assign the Close Conversation Threads permission to site members. and Developer Editions
Note: When a conversation is exposed in your internal org, for example, through a cross-site
stream, the conversation’s open or close status is respected. USER PERMISSIONS
After a thread is closed, some actions are available to all and some actions are available only to
To assign close conversation
admins and authorized members. This table outlines who can do what after a feed item is closed.
permission to a user in a
site:
Action Availability on a Closed Conversation • Enable Chatter
Add a comment Blocked AND
Create and Set Up
Answer a question Blocked
Experiences
Vote on a poll Blocked
Edit a feed item or its comments Blocked to author; available to admins, moderators, and people
or answers with the Close Conversation Threads permission
Edit a topic Available
Delete a feed item or its Blocked to author; available to admins, moderators, and people
comments or answers with the Close Conversation Threads permission
Note: If a user has the Close Conversation Threads

permission, they can delete feed items whether the
conversation is open or closed.
Publish a pending review Available to admins and moderators

comment (site moderation)
Like or unlike; upvote or Available

downvote
Select or remove a best answer Blocked to author; available to admins, moderators, and people
with the Close Conversation Threads permission
Company verify; remove Available only to people with the Verify Answers to Chatter
verification Questions permission
Flag Available
Share Available
Bookmark Available
Mute and unmute Available
918
Action Availability on a Closed Conversation

Escalate to case Available only to people permitted to escalate a feed item to a case
IN THIS SECTION:
Assign Close Conversation Permission Through a Permission Set
To permit Experience Builder site members to close a conversation, assign the permission Close Conversation Threads in Feeds.
Assign Close Conversation Permission Through a User Profile
To permit Experience Builder site members to close a conversation, assign the permission Close Conversation Threads in Feeds.
Close a Post, Poll, or Question in Experience Builder Sites
Admins, moderators, and permitted members can close a question, poll, or post to most new activity in an Experience Builder site.
And, if needed, they can reopen it.
Assign Close Conversation Permission Through a Permission Set

To permit Experience Builder site members to close a conversation, assign the permission Close
EDITIONS
Conversation Threads in Feeds.
Assign the Close Conversation Threads permission in Setup through permission sets. Available in: Experience
Builder sites
1. In Setup, enter Permission Sets in the Quick Find box, then click Permission Sets
in your results. Available in: Enterprise,
2. Open the permission set you plan to use. Performance, Unlimited,
3. Open System Permissions.
4. Select Close Conversation Threads.
USER PERMISSIONS
5. Assign the permission set to the site members who can close site posts, questions, and polls.
To assign close conversation
SEE ALSO: site:
Assign Permission Sets to a Single User • Enable Chatter
Create Permission Sets AND
Create and Set Up
Experiences
919
Assign Close Conversation Permission Through a User Profile

To permit Experience Builder site members to close a conversation, assign the permission Close
EDITIONS
Conversation Threads in Feeds.
Assign the Close Conversation Threads permission in Setup through user profiles. Available in: Experience
Builder sites
Note: Before you assign the Close Conversation Threads permission, you must enable Chatter
for your org or you must enable profile-based rollout of Chatter. In either case, you must then Available in: Enterprise,
enable Chatter on the user profile where you plan to set up close conversation permission. Performance, Unlimited,
You can enable Chatter on the profile as part of step 3 of this task. and Developer Editions
USER PERMISSIONS
2. Click Edit next to the user profile you plan to change.
3. Note: You can’t edit standard user profiles. You can edit custom profiles, and you can To assign close conversation
clone a standard profile and edit the clone.
site:
Under Administrative Permissions, select Close Conversation Threads. • Enable Chatter
4. If the profile isn’t already assigned, assign it to the site members who close site posts, questions, AND
and polls. Create and Set Up
Experiences
SEE ALSO:
Edit Users
Close a Post, Poll, or Question in Experience Builder Sites

Admins, moderators, and permitted members can close a question, poll, or post to most new activity
EDITIONS
in an Experience Builder site. And, if needed, they can reopen it.
With the right permissions, you can close conversations in group, topic, discussion, and user profile Available in: Experience
feeds. The close action is available on the post, question, or poll’s overflow menu in both the full Builder sites
feed and the feed item’s detail view.
USER PERMISSIONS
To close a conversation, in
a site:
• Close Conversation
Threads
920
1. Go to the feed item, for example, a question, poll, or post, and open its overflow menu.
2. To close a question, select Close Question; to close a post, Close Post; to close a poll Close Poll.
The feed item is closed to most new actions.
Note: When a feed item is closed, the overflow menu shows open options, for example, Open Question, Open Post, and
Open Poll.
Chatter Streams in Experience Builder Sites

Your Experience Builder site members can combine multiple feeds into a stream to create a single
EDITIONS
point of access to related information. Combine feeds of top contributors or discussions concerning
a particular product line. Create a stream that combines feeds from discussions, groups, topics, Available in: Experience
profiles, and all kinds of objects, like cases, opportunities, and accounts. No more jumping from Builder sites
feed-to-feed to figure out what people are saying. Each member can create up to 100 streams.
Note: Currently, activity on a topic’s feed in a stream doesn’t trigger notifications. Performance, Unlimited,
921
Each site member has their own view of the Streams page where they see their own streams. On the Streams page, members can create
streams and use row actions menus to edit and delete their streams.
If you find yourself moving between your sites and your internal Salesforce org, you can see your site streams in your org. For more
information, see View Experience Builder Site Streams from Your Internal Salesforce Org on page 927.
IN THIS SECTION:
Add a Chatter Stream in an Experience Builder Site
Add a stream through your Experience Builder site’s Streams home page. The Streams home page has controls for creating and
managing streams.
Delete a Chatter Stream in an Experience Builder Site
When a stream has lived out its useful life, you can easily delete it from your list of streams in an Experience Builder site. Deleting a
stream doesn’t delete the records or posts it contains. It deletes only the stream, which frees up space for you to create more streams.
Edit a Stream in an Experience Builder Site
Edit a stream to add feeds to it or remove feeds from it in an Experience Cloud site. You can also change the stream’s name and its
notifications setting.
Add a Chatter Stream in an Experience Builder Site

Add a stream through your Experience Builder site’s Streams home page. The Streams home page
EDITIONS
has controls for creating and managing streams.
1. Open the Streams page, and click New. Available in: Experience
Builder sites
2. In the New Stream dialog, enter a name for your stream.
922
3. Under Records to Follow, select a type of feed you want to add to this stream.
Note: Knowledge articles (KAs) aren’t fully supported in streams. You can add them when you create and edit a stream by
searching for the article’s ID number rather than its title. But you can’t add a KA to a stream from its Follow button like you can
with other record types. Articles added to Streams using the article’s ID don’t appear in Records to Follow on the Stream's edit
page. KAs also don’t appear when viewing the Follow button details on the article's detail page.
4. In the same field, enter the name of a feed you want to add.
5. In your search results, click the feed you want to add.
Selected feeds appear below the Records to Follow field.
923
6. Under Notify Me, select a notification option.

To receive an email notification whenever a new post appears in the stream, select Every Post. To turn off notifications for this
stream, select Never. You can change this selection later in a stream’s detail view.
7. Click Save.
Your new stream appears in a row on the Streams page. The row lists the number of feeds (records) that are included in the stream
and the names of added feeds. Stream actions appear on the row actions menu at the end of the row. To open a stream, click its
name.
924
Delete a Chatter Stream in an Experience Builder Site

When a stream has lived out its useful life, you can easily delete it from your list of streams in an
EDITIONS
Experience Builder site. Deleting a stream doesn’t delete the records or posts it contains. It deletes
only the stream, which frees up space for you to create more streams. Available in: Experience
1. Open the Streams page, and, from the row actions menu on the stream you want to remove, Builder sites
select Delete.
2. In the confirmation dialog, click Delete.
Edit a Stream in an Experience Builder Site

Edit a stream to add feeds to it or remove feeds from it in an Experience Cloud site. You can also
EDITIONS
change the stream’s name and its notifications setting.
1. Open the Streams page, and, from the row actions menu on the stream you want to change, Available in: Experience
select Edit. Builder sites

925
2. In the Edit Stream dialog, change the values you want to change. For example, rename the stream, delete a stream feed (record),
add more feeds of a different type or the same type.
When you delete a record from a stream, the stream retains the posts from the deleted feed up to the point of deletion. Deleting a
record stops the flow of new information from that feed into the stream.
Note: Knowledge articles (KAs) aren’t fully supported in streams. You can add them when you create and edit a stream by
searching for the article’s ID number rather than its title. But you can’t add a KA to a stream from its Follow button like you can
with other record types. Articles added to Streams using the article’s ID don’t appear in Records to Follow on the Stream's edit
page. KAs also don’t appear when viewing the Follow button details on the article's detail page.
3. Click Save.
926
View Experience Builder Site Streams from Your Internal Salesforce Org
Site members who have access to their internal Salesforce org can view their site streams from the
EDITIONS
org. When you click most site-based links from the internal org view, they lead right back to the
site. Available in: Experience
You can take many feed actions, like answer, comment, mention, and like, when you visit a site Builder sites
stream in your internal org. Here are some others.
• Upvote and downvote questions and answers, and see the impact in your site. Performance, Unlimited,
• Verify answers, and see the verification in your site. and Developer Editions
• Click a link to a user profile, account, topic, or case, and jump to its home site.
• Add a topic, and it’s added to your site.
• Click the timestamp on a post, and jump to the post detail view in its home site.
• Copy a link that leads to the item, person, or post detail view in its home site.
• Click a mention in a site stream, and go to its home site.
There’s no special setup to get links working between your site and your internal org. However, features, such as upvote and downvote
and mark as company verified, do require that you enable them for your site.
Note:
• You can’t create a site stream from your internal Salesforce org. Create streams from your site.
• Some Chatter features that are available in a site aren’t available when you visit a site stream from your internal org. For example,
file attachments, inline images, post sharing, and hover cards aren’t available when you view site streams internally.
• Site topics don’t appear when you view a stream from your internal Salesforce org. However, you can add topics.
SEE ALSO:
Share a Link to the Detail View of a Post

The Share feature on a feed post includes a Copy Link option. Use it to grab a link that jumps directly
EDITIONS
to the detail view of a post. Copying places the link on your clipboard. You can paste the link
wherever you like. Available in: Salesforce
Note: You don’t get notified when someone shares a link to one of your posts. Classic (not available in all
orgs) and Lightning
1. Go to the post you want to share. Experience
2. Click Share. Available in: Enterprise,

3. In the dropdown list, select Copy Link. Performance, Unlimited,
4. In the Copy Link to Thread dialog, click Copy Link.
The link is copied to your clipboard.
5. Paste the link wherever you like, in an email, a message, or to a post on another feed.
When you click the link, it jumps to the detail view of the post. In detail view, you can see the post, its attachments, and its comments.
927
Set Up and Manage Experience Cloud Sites Experience Cloud Resources

In addition to online help, Salesforce creates guides and tip sheets to help you learn about our features and successfully administer
Salesforce.
For End Users For Admins

Guides and Tip Sheets
Community Management Guide for Experience Cloud
928
INDEX
AppExchange Package (continued)

A reports and dashboards 736, 746, 752–753, 756, 758, 760
Account Brand Details component 279
Salesforce Org Dashboard 773
Account Management
self-service insights 742
Delegated External Administration 815
Self-Service reports and dashboards 766
Partner Community 815
service community 736
Account Management component 279
service community scorecard 745
Account Relationship
topics 743
Account Relationship Sharing Rules 843–844, 847–848, 850
Topics reports and dashboards 769
Channel Sales 843–844, 847–848, 850
unsupported Components 786
Partner Central 843–844, 847–848, 850
Unsupported Components 735
Partner Relationship 843–844, 847–848, 850
upgrade 734–735
Partner Relationship Management 843–844, 847–848, 850
Upgrade 735
Report 850
what’s new 729
Account Relationship Data Sharing Rules
without Chatter 731
Account Relationship 843–844, 847–848, 850
AppExchange Package with Chatter 731
Channel Sales 843–844, 847–848, 850
Article Content component 284
Partner Central 843–844, 847–848, 850
Article list component 282
Partner Relationship 843–844, 847–848, 850
Article Type Filter component 283
Articles With This Topic component 285
Account Relationships 851
Ask Button component 286
Activity Timeline 280
Audience 552
add flows to community pages 356
AppExchange 736 B
AppExchange Package
Back Button component 289
adoption insights 739
Best Practices 851
communities 734, 773, 783–784, 786
breadcrumb component 290
content 736
Budget 862–864
Custom Report Type 782
Budgets 862–863
custom report types 784
customization 782 C
customize 783
Calendar 313
Customize 783
Campaign 291
dashboards 746
files 741
Best Practices 874
filter logic 784
Case Banner component 293
groups 741, 758
Case Comments component 294
home reports 747
Case Comments Publisher component 297
insights 741, 743
Case Deflection component 295, 323, 331
members 760
Case Detail component 298
Misc communities reports 771
Case Feed component 299
moderation insights 742
Case Feed Publisher component 300
new data 784
Case List component 302
overview reports and dashboards 749
Category Filter component 304
Q&A reports and dashboards 764
Category Navigation component 305
reports 783
929
Index
Channel Management communities (continued)

Account Management 815 self-service 887–888, 891
Partner Community 877 SEO 108, 111–112, 118, 122, 124, 230
Partner Scorecard 877 setup 111
Channel Marketing 872 sharing 214, 222, 225
Channel Menu component 303 sidebar search 898
Channel Partners 861 templates 887–888, 891
Channel Program 840–841, 843 test access 239
Channel Program Groups 842 timelines 215
Channel Program Level 841 Communities
Channel Program Levels 842 about 1
Channel Program Member 843 AppExchange 729, 731, 734–736, 739–743, 745–747, 749,
Channel Programs 841 752–753, 756, 758, 760, 764, 766, 769, 771, 773, 782–
Channel Programs and Levels 840–841 784, 786
Channel Sales 840 authentication 190
Chatter basic setup 37
AppExchange 731, 752 change case status 30
Communities 731 clickjack protection 190
cross-site streams 927 Content Security Policy 197
edits 752 create 243, 245
move feed items in Experience Cloud sites 163 CSP 190, 197
streams in sites 921–922, 925, 927 Customer Account Portal template 243
verified answers in Experience Cloud sites 158–159 Customer Community Plus 30
Claim 870 customer portal 243
Close conversations in sites 920 Deal Registration Reports 882
CMS Connect HTML component 308 delegated external user administrator 812
CMS Connect JSON component 308 end-user experience 893
Co-op 861–869, 871–872 external managed accounts 812
Cobranding 872 external user passwords 60
communities External users
best practices 122, 222, 225, 227, 230, 241 60
default owner 227 resetting community passwords 60
domains 112 Koa 267
Experience Builder 108, 111–112, 118, 122, 124, 230 Kokua 267
faq 124 Lead Distribution Reports 881
feed search 898 leads 834, 852
files 241 Lightning 746
global search 898 Lightning Locker 190, 197
guest users 230, 239, 241 Market Development Fund Reports 883
help center 887–888, 891 migrate template 267
lightning community page 239 one-time passwords 68
object access 118 Partner Central template 245
overview of SEO 108 partner relationship management 821, 824, 886
partners 821–822 partners 245, 821, 823–824, 828, 830, 834, 886
policies 215 reporting for external users 795
preferred domain 112 reports, create 795
search 898 security 190
secure 214 Strict CSP 197
security 214–215, 222, 225, 227 templates 14
930
Index
Communities (continued) deal registration (continued)

user lockout email 72, 74 lead page layouts 858
Communities, Groups, Announcements 281 lead process 857
communities, manage members section component, groups 378 lead record types 858
community 799 opportunities 859
Community 240 Partner Central 856
Community Calendar 313 partner community 856
Community Cloud and Marketing Cloud 655–659 Deal Registration reports
Community Manager 644 Guided Setup reports 882
community role 26 Delegated External Administration
community user license 48 Account Management 815
Community User Visibility 240 Partner Community 815
Communties 851 direct messages
company name 26 considerations 169
Components 277 Distributed Marketing 872
configurable self-registration
Login & Registration page 140 E
configurable self-registration page 140 Einstein Predictions component 335
Contact Support and Ask Buttons component 317 Embedded Appointment Management component 416
Contact Support Button component 316 Embedded Service component 417
Contact Support Form component 319, 323 Employee Login Link component 452
Contact Support Page Activity report 805 Engagement component 337
Content Security Policy 197, 200, 202, 205 events 799
content snapshot 120 Expanded Category Navigation component 338
Create Case Form component 321 Experience Builder 120
create cases 236 Experience Builder sites
Create Record Button component 324, 326 best practices 235
CSP 197, 200, 202, 205 guest users 235
Custom Recommendations 756 page 235
Customizable User Settings component 329 Experience Cloud sites
customization adding a global search box 107
AppExchange best practices 236–238
783 change sets considerations 185
report columns 783 chatter 237
AppExchange package 782 company verified answers 158–159
reports and dashboards 782 custom domain 106
Customization custom login behavior with Apex 133, 147
AppExchange deploy 185
783 direct messages 169
Date 783 files 238
Google Analytics 800–801, 803–811
D guest users 236–238
Dashboard moderation execution 681
AppExchange reports and dashboards 746 move feed items 163
Dashboard component 330 objects 236
Dashboard list component 331 other Salesforce features 148
data loader 48 post pinning 161–162
deal registration self-registration 6
approval workflows 860 template, considerations 94
931
Index
Experience Pulse 690 Group component 363

Experiences Group Detail component 366
close conversation 920 Group Related List component 367
cross-site streams 927 groups
streams 921–922, 925, 927 AppExchange reports and dashboards 746, 758
threaded discussions 914 insights 741, 743
External Account Hierarchy List Card 341 Guest user flows 358
guest user profile 220
F guest user site record 225
Featured Data Categories component 339 guest users 227
Featured Search component 342 Guided Setup
Featured Topic component 343 Deal Registration reports 882
Featured Topics and Feeds component 371 Lead Distribution reports 881
Feed Compact component 348 Market Development Fund reports 883
Feed component 345 Guided Setup Reports 881
Feed History component 350
Feed Post & Comments component 351 H
Feed Publisher component 352 home reports
Feeds AppExchange reports and dashboards 747
move feed items in Experience Cloud sites 163 HTML Editor component 370
Files List component 355
Filter Logic I
AppExchange implementation
784 Experience Cloud 875
reports 784 Insights
Flow Component 356 AppExchange 740
Follow Button component 358 Communities 740
Forgot Password component 453
Fund Allocation 865–867 J
Fund Allocations 865 Journey Builder 655–659
Fund Claim 870–872
Fund Request 867–869 L
Fund Requests 868 lead distribution
deal registration 860
G lead assignment rules 856
Global Search Box component 359 lead page layouts 855
Global Search Results component 362 lead process 854
Google Analytics lead record types 855
Contact Support Page Activity report 805 Partner Central 853, 856
dashboards 808 partner community 853
Experience Cloud sites 800–801, 803–811 Lead Distribution reports
Page Views by New and Returning Users report 805 Guided Setup reports 881
Page Views by Salesforce Object report 806 Lead Inbox component 377
Page Views by User Type report 807 lead pass 853
Page Views dashboard 809–810 Libraries component 378
Search Activity dashboard 808 Lightning B2B Commerce 820
Search Activity report 807 Lightning Community 29
User Flow 811 Lightning Locker 197, 200, 205
Group Banner component 365 login discovery page 132
932
Index
Login Fields 454 Partner Central (continued)

Login page Report 850
branding 452 setup 822
partner communities
M approval workflows 860, 864, 869, 871
Market Development Claims 870 deal registration 860
Market Development Fund reports lead assignment rules 856
Guided Setup reports 883 lead distribution 856
Market Development Funds 861–862, 865, 868 lead page layouts 855, 858
MDF 861–872 lead process 854, 857
Member Profile and Settings component 379 lead record types 855, 858
members 26 opportunities 859
Members Partner Communities 835
AppExchange reports and dashboards 760 partner community
Members tab 815 calendar 834
Membership Processing 59 events 834
migrate community users 48 lead assignment 852
setup 822
N tasks 834
Navigation 452 Partner Community
Navigation Bar 381 Account Management 815
New Message Button 384 Campaign Marketplace 874
cases 834
O Community Members 815
one-time passwords 68 Delegated External Administration 815
Overview lead distribution 853, 856
AppExchange reports and dashboards 749 Members tab 815
set up 823
P Partner Fund Allocation 865–867
Page Variation 552 Partner Fund Claim 870, 872
Page Views 809–810 partner fund claims
Page Views by New and Returning Users 805 approval workflows 871
Page Views by Salesforce Object 806 Partner Fund Claims 871
Page Views by User Type 807 Partner Fund Request 867, 869
partner accounts 828 partner fund requests
Partner Budget 862 approval workflows 869
Partner Central Partner Fund Requests 868
Account Relationship 843–844, 847–848, 850 Partner Marketing Budget 862, 864
Account Relationship Sharing Rules 843–844, 847–848, 850 partner marketing budgets
approval workflows 860, 864, 869, 871 approval workflows 864
Channel Sales 843–844, 847–848, 850 Partner Marketing Budgets 862–863
deal registration 856, 860 Partner Relationship
lead assignment rules 856 Account Relationship 843–844, 847–848, 850
lead distribution 853, 856 Account Relationship Sharing Rules 843–844, 847–848, 850
lead page layouts 855, 858 Channel Sales 843–844, 847–848, 850
lead process 854, 857 Partner Central 843–844, 847–848, 850
lead record types 855, 858 Partner Relationship Management 843–844, 847–848, 850
opportunities 859 Report 850
933
Index
Partner Relationship Management Report

Partner Scorecard 876 AppExchange 783
Partner Scorecard Groupings 783
Channel Management 877 Report Builder Page 29
Partner Community 877 Report Chart component 403
partner user profiles 830 Report list component 404
Partner Username Uniqueness 832 Report Summary component 405
partners Reports and Dashboards 736
communities 821
Partner Central 821 S
passwordless login Scroll to profile area 408
Login & Registration page 132 Search Activity 807–808
Paused Flows component 386 Search and Post Publisher component 411
Polls Search component 409
closing 920 Search in Communities
portal 799 AppExchange reports and dashboards 753
Post pinning in Experience Cloud sites 161–162 Self Registration 456
Posts Self-Service
closing 920 AppExchange reports and dashboards 766
pinning posts 161–162 self-service insights
threaded discussions 914 AppExchange report 742
PRM 879 send direct messages 384
Program Groups SEO 120
Partner Scorecard 876 Service Community Scorecard
Programs and Levels 841 AppExchange 736
Public groups 876 Dashboards 736
Set Case Status Button component 415
Q Social Login 458
Q&A Streams Detail component 418
AppExchange reports and dashboards 764 Streams in sites
Questions adding 922
closing 920 deleting 925
editing 925
R Streams List component 419
Recognition Badges 707–708, 710–712, 714–715, 717–718 Survey component 421
Recognition Badges component 389
Recommendations T
AppExchange 756 Tableau CRM Dashboard 333
Recommendations Carousel component 391 Tabs component 422
Recommendations component 390 tasks 799
Record Banner component 392 Threaded discussions in sites 914
Record Information Tabs component 395 Tile Menu 423
Record List component 396 Timeline 280
Record Related List component 399, 434 Toggle Button component 425
Related Articles List component 401 top articles by topic component 426
Related List - Single component 400 Topic Catalog component 427
Related Questions List component 402 Topic Description component 428
Related Topics List component 403 Topic Metrics component 429
report 799
934
Index
Topics User Profile Image component 440

AppExchange reports and dashboards 769 User Profile Knows About component 441
Topics component 430 User Profile Menu component 443
Trending Articles by Topic component 432 User Profile Related List component 442
Trending Articles component 431 User Profile Stats component 444
trending topics component 405, 433 User Settings component 449
Username 832
U Username Uniqueness 832
Unanswered Questions component 435
unauthenticated users 220, 225 V
Upgrade Verified answers in Chatter 158–159
AppExchange 734
User Flow 811 W
user lockout email 72, 74 Wave Dashboard component 333
User Profile action buttons 440 Workspaces 690
935

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Experience Cloud

Salesforce, Winter ’22

Set Up and Manage Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

The Microsite Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Triggering Journeys Based on Audiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 658

Experience Cloud Sites Report and Dashboard Considerations . . . . . . . . . . . . . . . . . . 798

You can use Experience Cloud sites to:

Experience Cloud Authentication and Security

Organize Experience Cloud Sites with Topics

Experience Cloud Overview

Learn About Experience Cloud

Create, Design, and Manage Experience Cloud Sites

Limitations, Supported Browsers, and Mobility

Add Advanced Customizations

AppExchange Packages to Use with Experience Cloud Sites

• Community Management Package for Communities without Chatter

Going from Portals to Experience Cloud Sites

Stuck? Ask for Help in a Trailblazer Community

Plan Your Implementation

Choosing Between Experience Builder and Salesforce Tabs + Visualforce Sites

Experience Builder Sites

Salesforce Tabs + Visualforce Sites

• Take advantage of dynamic web applications, such as an event management application.

Feature Experience Builder Sites Salesforce Tabs +

Preconfigured templates and page layouts

Lightning Bolt Solutions

Visualforce pages (Add Visualforce pages to Experience Builder

Audience targeting for pages and groups

Out-of-the-box login, logout, self-registration, and error pages

Access to standard and custom objects

Analytics and reports

Programmatic customizations using Apex, APIs, and controllers

Full Lightning Platform capability

How Experience Cloud Uses Lightning

Can I enable Lightning Experience for my Salesforce Tabs + Visualforce sites?

Feature or Setting Available with Differences Not Available Notes

Cloning or creating email

Enabling WDC Thanks to use

Supported Browsers for Experience Cloud Sites

Unsupported Browser Notification

Access Experience Cloud Sites in the Salesforce Mobile App

Salesforce Tabs + Visualforce Sites

Type of User How to Access a Site

Unlicensed users (also known as guest users) Not supported

Experience Builder Sites

Experience Management, Experience Workspaces, and Experience Builder

Salesforce Mobile App Settings for Experience Cloud Sites

Example: Available in Salesforce

Available in: Enterprise,

To edit Experience Cloud

• There’s no All Company nor Company Highlights feed.

Experience Builder Site Limitations

Experience Cloud Sites Usage Allocation

Unlimited Edition 1 GB for sandbox 30 minutes for sandbox 1,000,000

Requests for... Example

Your custom Experience Cloud site web address http://site.mycompany.com

Any page associated with your Experience Cloud site http://MyDomainName.my.site.com/mypage

Custom login pages

Requests that Do Not Count as Page Views

Requests for... Example