Streamline Support for Customers with Community 360 (Pilot)

Help support agents decrease customer frustration, and improve support. Community 360 shows support agents working in the console whether customers have already looked at pertinent documentation, and if they’ve already filed any cases before calling support. Agents don’t suggest articles customers have already accessed, or open duplicate cases. This feature is new in Lightning Experience.
Important

Important

We provide Community 360 to customers through a pilot program that requires agreement to specific terms and conditions. To participate in the program, contact Salesforce. Pilot programs are subject to change, and we can’t guarantee acceptance. Community 360 isn’t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

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To use Community 360, contact Salesforce to enroll in the public pilot program. Then you can enable it in the communities where you want to gather information and give the profile permissions to your support agent.

To enable it in the community, select Gather Community 360 data preference in the Administration workspace.

Community 360 preference option

Then, assign the View Community 360 profile permission to the customer support profiles that require it.

You can set up Community 360 in the Lightning App Builder. Drag and drop the Community 360 component on any case or contact page layout.