Learn about smaller changes that improve your experience with communities.
Let Community Members Author Knowledge Articles
Your community members are knowledgeable folks, so give them the power to help others by writing or revising knowledge articles with the API. You can now give read, create, edit, and delete permissions to community members with any community license type.
Customize Lockout Email Templates
Make your lockout email templates match your company’s brand. Customers receive a lockout email when they’ve made too many unsuccessful login attempts and have been locked out. You can customize the default template’s content and use the formula to communicate next-step instructions to customers, such as when to try again to access their account.
Assess a Customer’s Mood on Support Calls with Community 360 (Pilot)
With Sentiment Analysis (Pilot) in the Community 360 component, service agents see a positive or negative icon at the top of the console to capture the customer’s mood at a glance. The mood is calculated based on the customer’s recent posts in the community. The sentiment information helps agents gauge levels of interest in other products or the need to tread carefully.
See Activity on More Objects and Add Record Filters in Community 360
In addition to article and discussion activity, support agents can now view community activity on these objects: assets, contracts, custom objects, orders, products, and tasks. Agents can see if a customer has looked at any of these items before calling support. This knowledge helps agents give more relevant information, save customer and company time, and close cases faster.
Community Case Deflection Dashboard Removed From Community Management Package
We’ve removed the Community Case Deflection Dashboard, and all its corresponding reports, from the Salesforce Community Management Package on the AppExchange. We’re releasing a new AppExchange package with the dashboard and its reports, independent from the Salesforce Community Management Package, after the release of Summer ‘18.
Secure Topics for Salesforce Sites and Portals (Critical Update)
Topic names are exposed to all users in your org, including users in your org’s Salesforce Sites and Portals created before Summer ’13. For enhanced security of topics, we’re turning off topics for guest and authenticated external users in Salesforce Sites and Portals.