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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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).
Searching through the whole of the Dev site for the setting does turn up some interesting topics. Yeah, nah, I would not have been searching through Service SDK for iOS docs. Geez the iOS people get ALL the info - this setting is mentioned THREE times in the iOS SDK docs, but NO WHERE in the developer Communities docs or Knowledge docs or Sites docs - where you would expect it. Really? And how come, unlike searching in Success, Knowledge Articles do NOT get searched when doing an EVERYWHERE search query. WHY OH WHY are Developer docs different to Salesforce Docs?
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Once again, this is the type of documentation (as I've mentioned on Drawloop - (formerly Nintex Document Generation) pages too) that it tells you what all the buttons do - NOT HOW TO MAKE SOMETHING WORK!
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Search "Let Guest Users Create Cases" in Dev Docs. No Results.
Search "Let Guest Users Create Cases" in Google
- ooh there are some Winter '16 release notes, do these help?
- "create a case quick action" no, it's a Global Action.
- "create a case page layout for unauthenticated users" What - we've just been through ALL this documentation and this is the first time this is mentioned AND you don't have to do it, even on Winter '17.
- Nope, a big fat nothing, except a link to the same PDF document.
Even Trailhead doesn't mention Support in learning about additional features in Communities. Oh damn, Trailhead resources include the deleted Communities Implementation PDF/.
Conclusion
No. After spending another 2+ hours researching this, there is no way I would have found that snippet of information on my own. And it took 19 days of a premier support case and getting through to Tier 3 to get someone to spot it.
One tiny snippet of knowledge not linked to anything else about ALL the other things you need to set up. This is just not good.
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