So, after a frustrating 19 day Premier Support Case when I was Setting up Knowledge on Communities only to find out it was on a Summer '16 release note, I thought what am I doing wrong, how did I not see this in the documentation (and yes, I did look back through the docco before I submitted the case. So I asked Salesforce Docs on Twitter. Wow, so it is documented. Why did I not find that? Why, even when I knew the answer, could I not find anything other than the Release Note and a Knowledge Article (which I would not have found as I was not searching the exact keywords). This is my post trying to find out why.
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I started working on Salesforce 6 years ago and quickly learnt to never ever use the Search functionality inside Success or Help because it is so slow and brings you back such irrelevant answers. So I always defaulted to Google Searching. Maybe now that H&T has a complete revamp, maybe it's better. Maybe that's why I never found this docco. Let's see. |
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I knew about Lightning Bolt and that the Napili community set up is now done through Lightning Bolt, but what I did not know is that they nave now separated their documentation out into setting up "templated communtiescommunities" - eg communities using Napili, Koa or Kokua and general communties communities stuff that has not much info.
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Let's try finding this gem of a piece of information using Salesforce docs site.
From the home page, I go to Set Up and Maintain Communities, which takes to you Salesforce Communities Overview.
Enable Salesforce Communities which is where you think you would start, mentions nothing about templates. If the branch between setting up a templated community and setting up a tabbed based community is so important - why not mention it here. See I should not be able to get to Brand Your Community unless I know if I'm doing templates or tabs. Here it refers to templated communities as Community Builder-based communities.
Same documentation here as what's in developer docs really, just differently formatted. Enable Public Access to a Community doesn't mention support at all.
Again, like the dev docs, they get down to Activate your Community and Change your Community Template before you've even got anywhere near Community Templates.
In Docs, different to Dev docs, under Use Other Features In Your Community which has the same topics as Enable Additional Features in Dev Docs, it actually mentions Cases. Support docs are one up on Dev docs here then.
Nothing in Enable Cases for Communities Users mentions guest users, it only mentions External Users (I assume this means Authenticated Users). This page needs to say, "both External Users and Guest Users can created cases... here's how".
Enable Salesforce Knowledge in your Community also mentions nothing about that Knowledge can be public, or only accessible to Authenticated Users.
So finally we get to Community Templates.
I would not have gone here because I KNOW I can only use Napili for Knowledge and Cases - it's the only way to do it.
Now we get to the Napili checklist. It mentions Web-to-Case. It mentions profiles and permission sets. It mentions configure the guest user profile. It mentions give read and create permission for the case object. It mentions all the stuff about topics and data categories - important.
Set up Web-to-Case mentions nothing about all the steps around Global Actions.