Community Templates for Self-Service (Generally Available)

Community Templates for Self-Service lets you build, brand, and deploy self-service customer support communities that look great on any device.
Available in: Enterprise, Performance, Unlimited, and Developer Editions

Your customers want an easy way to interact with your company whenever and wherever they are. A self-service community gives your customers an easy way access the information they need when they have questions. With communities built on the Koa and Kokua templates, customers can search for information using knowledge articles and contact support, if necessary. When they’re in a community based on the new Napili template, they can search for articles as well as ask questions and get crowd-sourced answers from the community. If they still can’t find what they’re looking for, they can contact support without having to log in. The self-service templates let you extend your community to a variety of devices with a consistent user experience every time.

Three community templates
  • Kokua is a visually rich self-service template that presents users with knowledge articles organized by data categories. Users can also submit cases to get help from agents.
  • Koa is a text-based self-service template that’s optimized for mobile devices. It lets users search for and view articles by text categories, and contact support if they can’t find what they’re looking for.
  • Napili is a powerful support community template that 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.

To create a self-service community, you need to create a Salesforce Community, create articles in Salesforce Knowledge, set up data categories or topics, and then use Community Templates for Self-Service in With Winter ’15, you can use the beta release of Community Designer to brand and deploy a custom community that looks great on any mobile device! Optionally, to let guest users create cases without logging in, you’ll need to enable Web-to-Case in your organization.

A wizard in Studio lets you select a template and then walks you through the initial setup for your data categories or topics—depending on which template you’re using. Each template produces a community that is based on a single-page application—a Web app that loads as a single HTML page. Unlike a traditional website, which comprises multiple pages, a single-page application contains views that represent the community pages. Views are customizable and can contain dynamic components that allow user interaction, just like standard Web pages.

The Community Designer works in conjunction with Studio and provides all the functionality to update your community’s branding. The templates supply all of the page elements you’ll need to create a single-page application to display your community. Simply edit a few of the page elements to include information about your community, add images to extend your branding, and you’re ready to go—without any coding! Studio even lets you to create different language versions of your site. And because all languages are maintained within the site, you don’t need to create and manage a separate site for each language.

To learn more about setting up your own mobile-ready, self-service site, see the Community Templates for Self-Service Implementation Guide.