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So, the document that I was working on to do this project, and reported to Salesforce Docs that it did not have any links back to the document they pointed to, is now removed. This Ooh but here is a link that works https://resources.docs.salesforce.com/204/latest/en-us/sfdc/pdf/salesforce_communities_implementation.pdf. This document was a Winter '17 document (so current as of now), and it was what looked looks like to me a full and comprehensive guide to how to set up Communities. Here is a copy of an older version that I had also referenced when doing my first Community (but it's pretty old, so won't help us to find that this issue is not documented there - but you can see it's a pretty comprehensive guide to getting started with creating communities). It It is also based on the Developer Documentation - Getting Started with Communities. When you have to go through ALL the steps, I do find using a PDF is easier. Note: There still is a download PDF of this content button on this page. Looks like the docs team is scrambling to fix this issue.
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Here is the downloaded document in case it disappears again.
I know they have deleted it now, but why doesn't this document mention on page 3 where it mentions templates - "to configure templates go to this guide to templated communities!" WHY? Even as you go through and look at the page Tabs vs Community Builder and it talks about templates there - why doesn't it point to the templates guide? Then we've got the Enable Cases for Communities Users - nothing pointing us to the right place there either. Nothing on the Force.com Sites page also - this setting is a Force.com Sites setting. Finally we get down to the section Use Community Builder with Templates. I read this document many times and did not see that I had to go to another document to find this key info. |
Now look at the Dev Documentation site.
Searching the Getting Started with Communities developer site for "Guest Access to the Support API" - the exact setting that needs to be enabled to make Guest Support function returns no results in the Developer documentation. What? a setting about the "Support API" returns zero results in Salesforce Developer Documentation? That's because Support API is not a thing, and this function looks like it has been hurriedly hacked together for some security issue and slipped into a release. (You can tell this because this field is ONLY available on the Edit page of the Site Details page - it's not on the View page of Site Details and it's NOT in Community Management settings. This is just BAD Salesforce UI. But I digress, let's get back to Documentation.
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Aha! finally a breadcrumb! I searched for Support within the Getting Started with Communities and find Using Community Builder with Templates. At first I clicked on Enable Additional Features in the hierarchy which is where I would expect anything about the Contact Support button to be, because it is right next to the Ask a Question button in the community builder, which is mentioned in that section. I'm not going to think that I have to look at a special guide for templated communities to find out how to do support. When I got really stuck I expected the answer to be in "Enable Public Access to a Community" because that is what I was trying to do - get unauthenticated users to submit support cases. Why isn't there a link to "Now to do the rest of the stuff you need to do go to the templated communities documentation".
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 communties" - eg communities using Napili, Koa or Kokua and general communties 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.