Experience Cloud Sites Managers Guide

1 Experience Cloud SitesManagers GuideSalesforce, Winter 23 @salesforcedocsLast updated: August 18, 2022 Copyright 2000 2022 , inc. All rights reserved. Salesforce is a registered trademark of , inc.,as are other names and marks. Other marks appearing herein may be trademarks of their respective YOUR Experience Cloud Sites FOR SUCCESS.. 1 Experience Cloud SITE Managers , MODERATORS, AND ADMINSWORKING 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 Access Experience Management.. 6 Get Started with Experience Cloud Site Dashboards and Insights.. 6 Report on Experience Cloud Sites with AppExchange Packages.. 7 Insights for Engagement.

2 7 Measure Success with Dashboards.. 15 Experience Cloud Site Moderation Strategies and Tools.. 21 Track Experience Cloud Site Activity with the Moderation Overview Page.. 22 Enable Members to Flag Items in Your Experience Cloud Site.. 24 Experience Cloud Site Moderation Criteria.. 24 Experience Cloud Site Moderation Rules.. 27 Review and Approve Posts and Comments in Your Experience Cloud Site.. 34 Moderate Flagged Posts and Comments in Your Experience Cloud Site.. 35 Moderate Flagged Discussions in Your Experience Cloud Site.. 36 Moderate Flagged Files in Your Experience Cloud Site.. 38 Moderate Flagged Direct Messages in Your Experience Cloud Site.. 39 Moderate Flagged Private Messages in Your Experience Cloud Site.. 40 Set Up Apex Triggers for Flagging Items.

3 41 Experience Pulse.. 42 Experience Cloud Site Moderation Limits and Limitations.. 43 Organize Experience Cloud Sites with Topics.. 43 Manage Topics in Experience Cloud Sites .. 47 Automatically Assign Topics to Articles.. 48 Set Up Featured Topics.. 50 Set Up Navigational Topics.. 51 Set Up Content Topics.. 52 See Your Site s Topics and Subtopics in One Place.. 52 Add Topics to Articles or Remove Them.. 53 Translate Topics Names and Descriptions for Experience Cloud Sites with InternationalAudiences.. 54 Customize Recommendations in Experience Cloud Sites .. 55 Create Audiences for Your Recommendations.. 57 Gamification.. 57 Recognition Badges.. 57 Reputation Overview.. 70 Experience Cloud Site Administration.. 75 Limit Files in Your Experience Cloud Site.

4 76 RESOURCES FOR COMMUNITY Managers .. 77 INDEX.. 78 ContentsMANAGE YOUR Experience Cloud Sites FOR SUCCESSM onitoring and managing your Experience Cloud site is the key to ensuring the site is a 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 Sites don t just happen; there are many people involved, from the designer to the implementer to the developer who performscustomizations. But once a site is up and running, the community manager and moderator are crucial to making sure it succeeds. Thesetwo 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.

5 Inappropriate information or files Cloud SITE Managers , MODERATORS, ANDADMINS WORKING TOGETHEREDITIONSA vailable in: both SalesforceClassic (not available in allorgs) and LightningExperienceAvailable in: Enterprise,Performance, Unlimited,and Developer EditionsExperience Cloud Sites can thrive when their Managers , moderators, and admins understand theirunique roles and work together Experience Cloud site manager and moderator work hand-in-hand. They are partners and supportone another in fostering engagement and harmony. Sometimes, they perform some of the sametasks, but each has unique contributions. While the site manager is typically responsible formonitoring adoption and engagement, the moderator is typically responsible for ensuring the siteis a healthy environment and that members feel encouraged to be active and helpful to each Cloud site Managers , moderators, and admins all work together to protect, engage, andmeasure the site s analytics on new members, addcontributors, and connectmembers with spammers, bots, andtrolls from attacking the the site from trademarkinfringement and legal return on investment(ROI) and key performanceHelp ensure that membersquestions are answered site members useappropriate language andadhere to the terms of (KPI)

6 , such as moneysaved and cases and track helpful membersand thank , encourage, groom,and retain an Experience Cloud Site ManagerTo assign a user as an Experience Cloud site manager, simply give them the Manage Experiences a ModeratorMake one or more people moderators in your Experience Cloud site so they can keep an eye on its an Experience Cloud Site ManagerEDITIONSA vailable in: both SalesforceClassic (not available in allorgs) and LightningExperienceAvailable in: Enterprise,Performance, Unlimited,and Developer EditionsUSER PERMISSIONSTo assign permission sets: Assign Permission SetsTo assign a user as an Experience Cloud site manager, simply give them the Manage Experiences Cloud site Managers must be employees of your organization; external site memberscan t be site Managers .

7 To assign a user as a site manager, give them the Manage Experiences permission. With this permission, they can access the Experience Management page or : Go to Digital Experiences > Settings to enable Experience Setup, enter PermissionSets in the QuickFind box, then select PermissionSets, then click a permission set that includes the Manage Experiences Setup, enter Users in the QuickFind box, then select the user you want to be a site manager and add the permission set to their Permission SetAssignments related user can now manage the site through Experience Management or Experience a ModeratorEDITIONSA vailable in: both SalesforceClassic (not available in allorgs) and LightningExperienceAvailable in: Enterprise,Performance, Unlimited,and Developer EditionsUSER PERMISSIONSTo assign permission sets.

8 Assign Permission SetsMake one or more people moderators in your Experience Cloud site so they can keep an eye on can be users from your internal org or external users with Access Experience Managementand moderation permissions. External users who are moderators but don't have management andmoderation permissions can moderate within context of the Experience Cloud site, such as directlyin the site can assign moderators by assigning a permission set that includes one or more of followingmoderation Users ToPermissionReview flagged posts and comments and take action, such asremoving flags or deleting the post or comment. Moderatoroptions for feed content are available in the site feed and inExperience Management and Experience Experiences FeedsReview flagged files they have access to and take action, suchas removing flags or deleting the file.

9 Moderator options forModerate Experiences Filesfiles are available on a file s detail page and in ExperienceManagement or Experience flagged messages and take action, such as removinga flag or deleting a message. This permission allows users accessModerate Experiences ChatterMessagesto flagged messages only in Experience Cloud Sites they re amember an Experience Cloud Site ManagerExperience Cloud Site Managers , Moderators, and AdminsWorking TogetherAllows Users ToPermissionApprove, delete, or edit posts and comments that are pending Approve Feed Post and CommentFreeze external users who are members. Moderators can freeze members on their userprofile page or from an Insights Experience UsersModerate content in Experience Management or Experience ExperiencesAccess site pages from Experience Management and Experience Experience ManagementYou can also add these permissions to a profile.

10 These permissions are valid for all Experience Cloud Sites the user is a member of, butdon t apply in your internal Setup, enter PermissionSets in the QuickFind box, then select Permission Sets, then click a permission set that includes the appropriate Setup, enter Users in the QuickFind box, then select the user you want to be a moderator and add the permission set to their Permission Set Assignments related you grant moderator permissions to a user, keep these things in mind: The user can now moderate any items they have access to in all Experience Cloud Sites they re a member of. The user can flag items even if Allowmembersto flagcontent is disabled in a site. Moderators can receive an email notification when a post, comment, or file is flagged by selecting the Flagan itemasinappropriate email a ModeratorExperience Cloud Site Managers , Moderators, and AdminsWorking TogetherTHE ONE-STOP SHOP: Experience Cloud SITEMANAGEMENTE xperience Cloud Site Management OverviewSet up and monitor your Experience Cloud site from Experience Management orExperience Workspaces.