Salesforce Certified Community Cloud Consultant Exam Tips

I’ve decided to have a little break from architecture exams and take on something quite interesting and useful. Chris and I set ourselves a target to pass the Community Cloud certification together and booked our exams for the same day, one after the other. While Chris has practical experience of setting up a Salesforce community, as he is currently working on implementing one at work, I have never implemented one; I’ve just been involved in the design discussions at a very early stage. This makes for an interesting challenge!

Community and Licence Types

Customer Communities

These are typically B2B and B2C environments that enable users to interact with your Salesforce objects.

  • Sales-related objects such as Leads, Opportunities and Campaigns CAN’T be exposed to users who hold Community or Community Plus licences
  • There are two types of licence:
    • Community – allocated to users in a high-volume scenario, access given to objects as needed, no access to reports and dashboards
    • Community Plus – for those users who might need the above PLUS reports and dashboards. Reports can be changed, dashboards are read-only. Only Community Plus users can change the status of a Case if they have been granted the permission to do so: 
  • Users may need to log cases, access knowledge articles and join a conversation. They may even need to buy something, using Commerce Cloud which has been exposed to the community.

Partner Communities

  • These enable partner relationship management (PRM).
  • There is only one type of licence for Partner communities.
  • Partner communities expose sales objects such as Leads and Opportunities, enabling channel sales
  • You can include reports and dashboards
  • Maximum of 3 roles for partner users

Employee Communities

  • Set up to give internal users access to a community
  • 2 types of licence:
    • Employee Apps Starter
    • Employee Apps Plus
  • Supported by two underlying licences:
    • the Salesforce Platform user licence

    • Company Community for Force.com permission set licence

  • Employee Apps Plus gives you more custom objects

Community Infrastructure

Community Building Blocks

  • Community Builder
    • Know your menus and options. There were a couple of questions about setting up Reputation, limiting articles shown on a component to 5/10, limiting the number of records returned via search and WHERE you would configure certain settings.
  • Community Workspaces
  • Lightning Bolt Solutions
    • These are basically your own reusable templates. If you have a beautifully-branded community that you want to lift-and-shift for another one, you can create a Lightning Bolt Solution to save time.
      • Consultants: note that you could do this for multiple customers!
      • ISVs: you can publish your Community Lightning Bolt Solutions as Managed Packages

Community Templates

Customer Account Portal

  • Responsive
  • Seamless third-party integration via Salesforce Connect
  • Knowledge Base
  • Simplified profile

Partner Central

  • Onboarding
  • Channel Sales
  • Collaboration & Support
  • Analytics

Customer Service (Napili) – the most common one for exam questions – note that Partner users can also 

  • Responsive
  • Self-Service – knowledge articles, Chatter Answers and Cases
  • Chatter
  • Branding and pre-built Lightning Components
  • Case escalation and community moderation
  • Navigational topic and sub-topic limits:
    • Level One (parent): 25
    • Level Two (subtopic): 10
    • Level Three (subtopic): 10

Build Your Own

  • Lightning Components
  • Theming and branding through CMS Connect

Aloha (SSO)

  • Salesforce Identity – SSO and social logins
  • Integrate third-party apps with Salesforce using APIs

Visualforce + Tabs

  • Standard & Custom Objects
  • Visualforce
  • Access your community through Salesforce for Android, iOS, and mobile web.

Deploying Communities

Physical Migration

  • Can be migrated via change sets, but custom list views are not listed as dependencies; they need to be added manually to the change set
  • Can be distributed as Lightning Bolt solutions

Rollout Strategies

It is highly recommended that you complete this badge. It will teach you about the various roles that are important to a community as well as a typical implementation lifecycle.

Project Phases

There are four phases of a Community rollout:

  • Establish
  • Manage
  • Engage
  • Measure

Partner Superuser Considerations

  • Set up your superusers first, before you set up standard partner users
  • Superuser access applies to:
    • Cases
    • Leads
    • Opportunities
    • Custom objects

(Remember: CLOC!)

  • Partner superusers can access all the data owned by other users below them in the partner account hierarchy, regardless of sharing rules; even when the org-wide default setting is set to Private

Sharing and Visibility

Some important points to remember:

Org-Wide Defaults

  • You can enable external org-wide sharing defaults that are independent of your internal ones. Click the checkbox to Enable External Sharing Model.
  • This applies to the following objects:
    • Accounts (with its contracts and assets)
    • Contacts
    • Cases
    • Opportunities
    • Contracts
    • Orders
    • Custom Objects
    • Users
  • These defaults HAVE to be either more restricted OR equal to your internal org-wide sharing for the objects. So if Opportunities are Private internally, they can only be Private externally.
  • Customer Community licence holders DO NOT HAVE ROLES. If you need to share anything across a user’s account or contact record, you’ll need to use sharing sets.

Sharing Sets – for High-Volume users

  • A sharing set gives high-volume community users access to records that are associated with their account or contact.
    • BECAUSE THEY DON’T HAVE ROLES
  • If you have Person Accounts enabled and you get a new user registering without saying which account they belong to, the user will be created AS A PERSON ACCOUNT
  • Sharing sets are based on user profiles
  • Only one sharing set can be created per profile and per object
  • You can’t create a sharing set for objects that do not have a relationship with an Account or Contact
  • You can’t include Public Read/Write objects in a sharing set, for reasons that should be obvious
e.g. share user records to allow users to administer the community’s members within their own account

Share Groups

  • These allow you to share records owned by your High Volume community users with other users in the system.
  • These users can be internal users and/or other community users on the same account
  • They’re configured by editing Sharing Sets.

Mobility

  • Communities built with the Salesforce Tabs & Visualforce templates can be used on the Salesforce mobile app
  • All the others are best accessed via URL within your mobile browser – they don’t render very well in Salesforce1 so they’re not exposed
  • You could always use the Mobile SDK to build a native app that takes users into your community

Administering Communities

Delegated Administrators

Chris and I use CRUD to help us remember what delegated EXTERNAL community admins can do:

  • Create new users
  • Reset passwords
  • Update existing users
  • Deactivate users

Community Moderation

Bad Words and Stuff

  • up to 30 list criteria can be made to define offensive or inappropriate content
  • up to 2000 bad words can be added to each list
  • Define rules to block, review replace or flag inappropriate content

Other Bits and Pieces

  • If you accidentally remove yourself from a community, as a system administrator – use the Data Loader and set yourself back up by loading a new record into the Network Member Group junction object.
  • Single-Sign On – I had a question about what was the best way to grant access to the community via an employee portal without logging in.

And…after studying all that…I passed! I wish you the very best of luck with your exam!

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