Moving your Desk Support Center to a Salesforce Community

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Overview

You're transitioning from Desk.com to Service Cloud and want to know what to do with your support center. Not to worry. We have a simple way to set up a support center with Salesforce Communities. Communities are a great way to share information and collaborate with people outside your company who are key to your business processes, such as customers or partners. 
 

Prerequisites

  • Available in: Salesforce Classic and Lightning Experience
  • Editions: Enterprise, Performance, Unlimited, and Developer
  • Permissions: Create and Set Up Communities AND View Setup and Configuration

Installing the Napili Template

Installing the Napili template for your Salesforce Community is the quickest way to get up and running with your new support center. You get a nice responsive design which lets your customers post questions to the community and search for and view articles. If they don't find what they're looking for, they can contact a support agent.

Enable Salesforce Communities

  1. Navigate to Setup -> Feature Settings -> Communities -> Settings.
  2. Select the Enable Communities checkbox.
  3. Enter name for domain and check for availability. (Choose a unique URL relating to your business as this can't be changed after it has been set)
  4. Click Save.

Create your Community

  1. Navigate to Setup -> Feature Settings -> Communities -> All Communities. 
  2. Click New Community and select the Napili template.
  3. Enter the name for your Community. 
  4.  Click Create Community

Configuring your Community

  1. Navigate to Setup -> Feature Settings -> Communities -> All Communities.
  2. Click Workspaces.
  3. Click Administration.
  4. In the Preferences section you can set various settings around reputation levels and member permissions.
  5. In the Members section you can specify which users can access the Community by setting the Profile and Permission Sets. 
  6. In the Tabs section you can specify the objects that need to be available in the Community. 
  7. In the Branding section you can insert images for the header and footer and adjust the colors used in the layout.  
  8. In the Login & Registration section you can upload a logo to the header, enable self-registration, and set up your Login, Logout, and Reset Password Page. 
  9. In the Emails section you can set the From Name, Email Address and upload a Logo for the Welcome New Member, Forgot Password, Change Password, and Case Comment Email Templates. 
  10. In the Pages section you can configure the page assignments for your Community using the default page or a custom Visualforce or Community Builder page. 
  11. In the Rich Publisher Apps section you can install any app from the AppExchange

Customizing your Napili Template with the Community Builder

If you need to customize your Napili template to match your corporate branding you can do so using the Community Builder. You're able to upload your logo, header image, background image, images for the Community Topics, and adjust the font styles & colors with no coding required. You can also extend the functionality of your Community by installing Visual Force & Lightning Components.



Upload your logo


 
  1. Click Builder from the Community Workspaces page for your Community.
  2. Click the Branding Editor icon. 
  3. Click Company Logo to upload your logo. 


Upload your header image


 
  1. Click Builder from the Community Workspaces page for your Community.
  2. Click the Branding Editor icon.
  3. Click Header Image to upload an image to your Community's header.


Adjust the Font Styles & Colors


 
  1. Click Builder from the Community Workspaces page for your Community.
  2. Click the Branding Editor icon.
  3. Adjust the Font Colors from the top of the menu. 
  4. Adjust the Font Styles from the bottom of the menu. 
  5. If you've uploaded a logo you can use the Generate palette from image to match your colors with the colors of your logo.

Customizing your Napili Template with the Lightning Components


 

The Community Builder allows you to drag and drop Lightning Component into the layout of your community. Lightning Component allow you to add additional functionality without any custom coding. Some components you may want to add to your layout are Reputation Leaderboard, GetFeedbackSurvey, Contact Suport & Ask Buttons, and Featured Topics.

  1. Click Builder from the Community Workspaces page for your Community.
  2. Click the Components icon.
  3. Select or Search for the component you need and Drag & Drop it onto your Community layout.


Upload your images for the Community Topics


 
  1. Click Content Targeting from the Community Workspaces page for your Community.
  2. Click Featured Topics
  3. Select your topic from the picklist and click Add
  4. Click the Edit icon to upload an image for the topic.
  5. Click Save after uploading the image.
  6. Repeat steps 3-5 for your additional topics.
 

Additional Resources