Experience Cloud Sites Managers Guide - Salesforce

Experience Cloud Sites Managers Guide

Salesforce, Summer '23

@salesforcedocs

Last updated: May 16, 2023

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CONTENTS

MANAGE YOUR EXPERIENCE CLOUD SITES FOR SUCCESS . . . . . . . . . . . . . 1

MANAGERS, MODERATORS, AND ADMINS WORKING TOGETHER . . . . . 2

Assign an Experience Cloud Site Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Assign a Moderator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

THE ONE-STOP SHOP: EXPERIENCE CLOUD SITE MANAGEMENT . . . . . . . 5

Experience Cloud Site Management Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Get Started with Experience Cloud Site Dashboards and Insights . . . . . . . . . . . . . . . . . . . . . . 5

Report on Experience Cloud Sites with AppExchange Packages . . . . . . . . . . . . . . . . . . . 5 Insights for Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Measure Success with Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Experience Cloud Site Moderation Strategies and Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Track Experience Cloud Site Activity with the Moderation Overview Page . . . . . . . . . . . . 21 Enable Members to Flag Items in Your Experience Cloud Site . . . . . . . . . . . . . . . . . . . . 23 Experience Cloud Site Moderation Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Experience Cloud Site Moderation Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Review and Approve Posts and Comments in Your Experience Cloud Site . . . . . . . . . . . 33 Moderate Flagged Items in Your Experience Cloud Site . . . . . . . . . . . . . . . . . . . . . . . . 34 Set Up Apex Triggers for Flagging Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Experience Pulse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Experience Cloud Site Moderation Limits and Limitations . . . . . . . . . . . . . . . . . . . . . . . 42 Organize Experience Cloud Sites with Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Manage Topics in Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Automatically Assign Topics to Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Set Up Featured Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Set Up Navigational Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Set Up Content Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 See Your Site's Topics and Subtopics in One Place . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Add Topics to Articles or Remove Them . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Translate Topics Names and Descriptions for Experience Cloud Sites with International Audiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Customize Recommendations in Experience Cloud Sites . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Create Audiences for Your Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Gamification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Recognition Badges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Reputation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Experience Cloud Site Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Limit Files in Your Experience Cloud Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

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RESOURCES FOR COMMUNITY MANAGERS . . . . . . . . . . . . . . . . . . . . . . . . . 76 INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

MANAGE YOUR EXPERIENCE CLOUD SITES FOR SUCCESS

Monitoring and managing your Experience Cloud site is the key to ensuring the site is a success. This guide is intended to introduce you to the roles that help ensure a site is successful, and the tools that they can use to achieve that success. Great sites don't just happen; there are many people involved, from the designer to the implementer to the developer who performs customizations. But once a site is up and running, the community manager and moderator are crucial to making sure it succeeds. These two roles combined help to ensure that the site is: ? Active: Members are logging in regularly ? Engaged: Members feel motivated to actively participate on a regular basis ? Healthy: Member are posting, commenting, and sharing appropriate and helpful information. Inappropriate information or files are

removed.

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