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Communities and Community Users in Your Salesforce Org

Communities and Community Users in Your Salesforce Org


By the end of this video, you’ll be able
to Describe a community’s position as part
of a Salesforce org Understand the differences between communities
licensing tiers Understand how community users are provisioned
via accounts Whether you call it a portal (community1),
a help forum (community2), a support site (community2), HR central (community3), an
online community is a great way to connect customers in a new way, share information,
and collaborate on business processes. A community built using the Community Cloud
sits on top of your Salesforce org, using the powerful Salesforce platform at its core. An org can host multiple communities, each
independent of one another. Think of them as flowers, growing independently from one
another, from the fertile soil that is Salesforce. In order to fully understand how communities
work in an org, we first have to learn a bit more about community license types. There are three tiers of licenses: Customer
Community, Customer Community Plus, and Partner Community, and each solves a particular use
case. Choosing the right community licenses, used
exclusively for external users, is one of the most critical decisions for any community
project. Let’s see how they work. The Customer Community license is ideal for
customer portal or peer-to-peer forum use cases. This license is great for communities
with thousands or millions of users. For example, let’s say you set up a knowledge base, where
you expect folks to find the product info that they need. Beyond looking at knowledge
articles, asking other community members questions, and creating a case or two, these community
members won’t be doing much else. Or let’s say you have a customer portal,
which includes having customers log in to pay a bill, report a missing credit card,
or update their home address. Both these use cases are perfect for the Customer Community
license type. Customer Community Plus license goes a step
above Customer Community licenses, and can be used for both B2B and B2C use cases that
don’t involve sales scenarios. Some key benefits include all the sharing benefits
of a full Salesforce license, and access to reports and dashboards. Partner Community licenses are the highest
license tier, and are great for B2B use cases where your company sells through a distribution
channel. This license grants access to Salesforce objects such as leads, opportunities, and
campaigns.. It can be used in a variety of use cases like partner relationship management
for resellers, broker portals, dealer sites, or B2B commerce. Each different community license determines
different levels of access to objects and features.
Once you’ve figured out the types of licenses you need for your communities, and have a
few ways to play with in your org, it’s time to set up your users. First and foremost, every community user in
your org HAS to be associated with an account. There are no two ways about this. Want a community
user? Then you need an associated account. There are two different account types in Salesforce:
person accounts and business accounts. A person account represents an individual,
and combines the account and contact fields into a single record. One person account equals
one community user. Person Accounts only work with customer community and customer community
plus. Business accounts represent companies. You
can create many community users within a business account. Here are the steps you need to take to create
community users within a business account: For the partners, convert the account to a
partner account create a contact in the account
convert the contact into a community user. Let’s recap. You purchased community licenses and created
users using accounts. You have one or multiple communities in your
org. Finally, you associate users as members of
a community. The same user can be a member of multiple communities. And a community can
have different users with different license types associated to it. Let’s take an example. You purchased 10,000
Customer Community licenses for your support community and 500 Partner Community licenses
for you reseller community. You created 1,000 customer users via accounts
and made them members of the Support Community. Then you created 250 partner users via accounts
and made them members of the Partner reseller community. You also added the same 250 partner users
to the support community so that they can support your customers and get more business
by showing expertise. Let’s take a look at the the fundamental
concepts we learned in this video: How a community lives in an org
How community users are created using person or business accounts
The different license tiers and their characteristics These are some of the most important concepts
you need to understand to know how communities work within the context of a Salesforce org.
With this knowledge in your arsenal, you’re now ready to understand more complex issues
when it comes to sharing data in communities. To learn more, check out these resources
Or join us on the trail at trailblazer dot salesforce dot com.

Comments (3)

  1. Awesome video. Very nicely explained about communities. Thanks!

  2. Thanks Salesforce for providing such video materials which make the concept easy to understand 🙂
    Keep up the good work !

  3. How ever sigested yours sastam

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