Welcome to the Webinar

Please join and post your questions in this chatter group

https://sfdc.co/CCFastPath
Community Cloud Certification Fast Path

Ayhan Sahin
Senior Manager , Partner Alliances
Community Cloud & Einstein

Vikas Roy
Director, Partner Alliances
Community Cloud & Einstein
Agenda

● Kick off
○ Training’s objective
○ Program details
○ Logistics
○ Exam expectation

● Community Overview and License Types

○ What is Community Cloud?
○ Community Licenses
■ License Types
■ Pricing Models
■ Selection Process
○ Key Use Cases/Solutions
○ Lightning Templates

● Q&A
Objective

Give you all contents, knowledge, share

tips and tricks to take and successfully
pass the exam in 4 weeks.
Program

● 2 Trailmixes
○ Beginner level - https://sfdc.co/CommunityCloudBeginner (13h)
○ Intermediate level - https://sfdc.co/CommunityCloudIntermediate (19h)

● 5 Webinars
○ Community Overview and License Types
○ Branding and Personalized Content
○ User Provisioning
○ Visibility and Access
○ Lightning Bolts, Moderation and Topics Management

● Exam
○ Take the exam in 4 weeks
○ Join the Office Hours to get your questions answered
Webinar Series
Logistics
Prerequisite
❏ Salesforce basic administrator certification (Admin 201)

Action items
❏ Join the Community Cloud Certification Fast Path Chatter group in the Partner
Community
❏ Join the Official: Community Cloud Partners chatter group in the Partner Community
❏ Download and review the Exam guide here
❏ Follow the trailmixes to easily track your progress and complete them
❏ Commit and register to the exam
❏ Join the Office Hours
Exam
Expectations
Exam Outline
Implementation Basics 22%
Licenses, Template Selection, Mobility, etc.
Sharing and Security
20%
Visibility, Access, Super User, Public Community, etc.
Community Setup
18%
Integration with Salesforce Products (Knowledge), Topics, Nav Menu, etc.
Community Builder 12%
Branding, Lightning Components, Community Pages, etc.
Community Management
11%
User Provisioning, Moderation, Reputation, etc.
Content
9%
CMS Connect, Audience Targeting, etc.
Templates and Use Cases 8%
Bolt, Template Capabilities and Limitations, etc.
Community Cloud - Basics and Essentials
Forward-Looking Statement
Statement under the Private Securities Litigation Reform Act of 1995
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties
materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or
implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking,
including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements
regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded
services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality
for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and
rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with
completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our
ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment,
our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on
potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent
fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important
disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are
currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Agenda
- What is Community Cloud?
- Community Licenses
- License Types *
- Pricing Models
- Selection Process
- Key Use Cases/Solutions
- Lightning Templates
- Q&A

* subject to change, please contact the account team for any licensing and pricing related questions
 Community Licenses *

* subject to change, please contact the account team for any licensing and pricing
related questions
 SI
M
P
LI
Salesforce Communities FI
E
D
Extend Salesforce records/processes to external users
~90%
License Types

Partner Community

✓ Customer Community
✓ Customer Community Plus
Customer Community
✓ Partner Community
Plus

Customer
Community
License Types
Leads & Opportunities B2B

MDF, Channel Sales

B2B
Delegated Admin

Reports and Dashboards

Sharing Rules
Partner Community
Customer Community
B2C Plus
Cases
Customer
Discussions Community
Knowledge Articles
High-Volume
...
License Types (as of Aug’18)
Breakdown *

Partner Community External Apps Plus

Extend sales cloud to Build custom applications with
indirect sales teams deep platform capability

Customer Plus Leads Leads

Opportunities Opportunities
B2B Self-service
Campaigns Campaigns
Features

Customer Community Role Based Sharing

Customer Customer
B2C Self-service Reports & Dashboards
Community Plus Community Plus
Delegated Admin
External Apps
Build custom applications with Cases, Knowledge, Customer Customer Customer
deep platform capability
Community Manager Community Community Community

Basic User Basic User Basic User Basic User Basic User

Lightning Community Builder

10 Custom Objects 10 Custom Objects 10 Custom Objects

Data & File Storage Data Storage Data Storage
100 Custom Objects File Storage
Additional Data Storage Platform
200 Custom Objects Depth

Expansion (Sep 18)

Decision Flow (EXAMPLE!)
Create self-service forum Extend Sales Cloud objects? Build a custom experience
or portal with cases & (campaigns, leads & with many custom
knowledge? opportunities) objects & APIs?

Lightning
SKU: Partner External Apps
Need access to reports, Community
dashboards, advanced
sharing?
Flexibility of using ANY Salesforce
objects for extremely high value
use cases?

Are there many complex

SKU: Customer SKU: Customer integrations or APIs required?
Community Community Lightning
Plus If so, add the platform add-on External Apps
SKU. Plus
Decision Flow (EXAMPLE!)

Does member need access to Sales Cloud

objects? Partner Community
(leads, opportunities, campaigns, etc.)

Does member need access to Reports,

Customer Community Plus
Dashboards, or Sharing Rules?

Customer Community
Pricing Model (Flavors)

Named-user (a.k.a. member-based) License

- User can access the Community as many
times as he/she wants
Relatively easy to switch

Login License
- Users share a pool of purchased logins *

Things to consider
- Cost effectiveness
- Expected volume/user Crossover Point
~3 logins/month *
- Seasonal usage

Learn More

* please talk to your account team

License Upgrade
Partner
Community

Customer
Community
Plus

Customer
Community
Community Licenses
High Level

Community = Airplane License = Ticket

Ticket >> Access to the Airplane

License >> Access to the Community
Community Licenses
High Level

Community Airplane Community Airplane

I I
Partner Community Business Class T N
L Sales Pilot N
I T
I T
C Customer Community Plus First Class C E Service Hosts/Hostesses E
K R
E R
N
Customer Community Economy Class E N Employee Apps Medical Asst. N
T A
S A
... ... L ... ...
E L
License Types
Example

Dealer Buyer
100 Dealers 10K Buyers

Lease Offers + Lease Offers

Available Cars + Available Cars
Reports Discussions
All Cases Submit Cases
Inventory Levels Fill out Surveys
Leads
Relationship
Org, Community, Member, Member Profile

✓ An org can have many ✓ User can be a member of ✓ Profiles/Permission sets can be
communities (up to 100) multiple communities added to one or more communities

Relationship to Org: Relationship to user: Relationship to Profile/Permission set:

- 1 Org has max 100 communities - many to many - many to many

- 1 user can be a member of n - 1 profile/permission set can have access
communities to n communities
- 1 community has n users. - 1 community has n profiles/permission
sets that can access it
Community Cloud Overview
 SI
M
P
LI
Salesforce Communities FI
E
D
Extend Salesforce records/processes to external users
~90%
Community Cloud
Expose Salesforce records to users

PRM Self Service Customer Account Portal External Apps Lightning Bolt (Apps)

Declarative Experience Development (components, themes, personalization, headless cms)

Salesforce Lightning Platform

Salesforce CRM Mulesoft (integration to ERP, PIM and other data sources)
 Digital Experience Platform (DXP)
Extend Salesforce and create connected experiences

Partner Relationship Build Your Own

Management Community Cloud

Self-Service Lightning Bolt

Solutions

Customer Account
Portal
 Community Cloud / DXP
Build beautiful, CRM-powered experiences. Fast.

Customer Self-Service Site Partner Relationship Management

B2B
Commerce
Site

Customer Affiliate
Engagement Marketing
Portal Portal
Lightning Templates Create and re-distribute!

Pick a Bolt
Template! Partner Central
Help Center

Build Your Own

Self-Service

Learn more about Templates!

Lightning Templates
Customer Service

- Guide users to the information that matters most. Curate

topics based on popularity, age, featured content, or
whatever works for your business

- Help customers search the knowledge base to find

answers, and resolve cases before they reach your queue

- Fully utilize customers’ expertise to resolve cases. With

Chatter, you can bring the best responses to the top of any
questions, so users are confident they have the best
answer
Lightning Templates
Partner Central

- Guide users to the information that matters most. Curate

topics based on popularity, age, featured content, or
whatever works for your business

- Help customers search the knowledge base to find

answers, and resolve cases before they reach your queue

- Fully utilize customers’ expertise to resolve cases. With

Chatter, you can bring the best responses to the top of any
questions, so users are confident they have the best
answer
Lightning Templates
Help Center

Customer Account Portal

Build Your Own

When to select VF + Tabs?
⎋ VF vs. LEX UI in existing Internal Org
﹣ Does some of it need to be exposed in Community?
⎋ Legacy appexchange packages/apps
﹣ Is upgrade to Lightning compatible version available?
⎋ Report Creation
﹣ Do you need to provide external users report generation functionality in your Community?
⎋ Browser support
﹣ Do external users use older versions of browsers?
⎋ Legacy Salesforce Products/Technologies
﹣ Is Content/Ideas/Documents being used anywhere?
⎋ Other Limitations with Lightning vs. VF
﹣ Will you be using custom email templates in your Community?
Q&A