Experience Cloud Consultant Administration, Setup, and Configuration

Administration, Setup, and Configuration Detailed Explanation

Core Definition

This topic covers how to manage, configure, and optimize your community’s settings to ensure stable daily operations and an intuitive user experience. Key areas include navigation menus, page layouts, and search functionality.

1. Configuration Areas

1.1 Navigation Menus

What Are Navigation Menus?

• Navigation menus are the main entry points that guide users to specific sections of your community, such as the Knowledge Base, Case Submission page, or Account Settings.

Steps to Create and Manage Navigation Menus:

1. Access the Menu Manager:
   • Go to Experience Builder and open the Navigation Menu component.
2. Add Menu Items:
   • Create links to pages, external URLs, or Salesforce objects.
   • Example:
     • Add menu items like "Home," "Submit a Case," and "FAQs."
3. Organize Menu Structure:
   • Group related items into submenus for better organization.
   • Example:
     • Under "Support," include submenus for "Submit a Case" and "Track Cases."

Dynamic Navigation:

• Dynamic navigation displays different menu items based on the user’s role or profile.
• How It Works:
  • Use Audience Targeting in the menu settings to create role-specific visibility rules.
  • Example:
    • Customers see links to "My Orders," while Admins see links to "User Management."

1.2 Page Layouts

What Are Page Layouts?

• Page layouts determine the structure and placement of components on your community’s pages, such as the homepage, case pages, or Knowledge Base.

Steps to Customize Page Layouts:

1. Use Experience Builder:
   • Drag and drop components like banners, buttons, or forms onto the page.
2. Configure Pages:
   • Customize:
     • Homepage: Add a banner, search bar, and quick links.
     • Case Pages: Include a form for submitting cases and a list view for tracking them.
     • Knowledge Base: Add a knowledge search component and a list of featured articles.
3. Use Dynamic Components:
   • Configure components to display only to specific user roles or profiles.
   • Example:
     • A "Submit a Case" button is only visible to logged-in users.

1.3 Search Settings

What Are Search Settings?

• Search settings control how users find content within your community, such as articles, cases, or discussions.

Einstein Search vs. Standard Search:

1. Einstein Search:
   • Uses AI to provide personalized search results based on user behavior and preferences.
   • Example:
     • A customer searching for "billing" sees results related to their past cases or viewed articles.
2. Standard Search:
   • Displays search results based on keywords and relevancy but lacks personalization.

How to Configure Search Settings:

1. Enable Einstein Search:
   • Go to Setup → Einstein Search Settings.
   • Enable features like natural language processing or personalized recommendations.
2. Optimize Search Results:
   • Use Search Filters to prioritize certain content.
   • Example:
     • Filter Knowledge Base results to show FAQs at the top.

2. Practical Application

Scenario 1: Adjusting Navigation Menus

Goal: Create a role-specific navigation menu for a Partner Portal.

1. Open the Menu Manager in Experience Builder.
2. Add menu items:
   • "Home," "Opportunities," and "Partner Training."
3. Configure Audience Targeting:
   • Set "Partner Training" to display only for users with the "Partner Manager" role.

Scenario 2: Optimizing Search Settings

Goal: Improve search results for a customer service portal.

1. Enable Einstein Search in Setup.
2. Configure filters:
   • Prioritize knowledge articles over discussion threads in search results.
3. Test search queries:
   • Ensure that common terms like "password reset" return relevant FAQs.

Scenario 3: Customizing Page Layouts

Goal: Build a user-friendly homepage for a customer portal.

1. Open the homepage in Experience Builder.
2. Add components:
   • A Welcome Banner with a personalized greeting.
   • A Search Bar for the Knowledge Base.
   • Quick links to "Submit a Case" and "Track Orders."
3. Save and preview the layout for mobile responsiveness.

3. Exam Focus

3.1 How to Dynamically Adjust Navigation Menus

• Understand how to:
  • Use the Menu Manager to add, remove, or organize menu items.
  • Configure Audience Targeting to display specific menus for different roles.
• Sample Question:
  • "How can you create a navigation menu that displays different options for admins and customers?"
    • Answer: Use dynamic navigation with Audience Targeting in the Menu Manager.

3.2 Differences Between Einstein Search and Standard Search

• Know the key features of Einstein Search:
  • Personalized and predictive results.
  • Natural language understanding.
• Be familiar with search optimization techniques:
  • Adding filters or prioritizing content types.
• Sample Question:
  • "What feature of Einstein Search enhances the relevancy of search results for users?"
    • Answer: AI-driven personalization based on user behavior.

Why Is This Knowledge Important?

1. Efficient Management:
   • Proper configuration ensures your community runs smoothly and is easy to navigate.
2. Enhanced User Experience:
   • Intuitive menus, optimized search, and well-designed layouts improve user satisfaction.
3. Dynamic Customization:
   • Role-based navigation and dynamic components provide a tailored experience for each user type.

Administration, Setup, and Configuration (Additional Content)

1. Community Workspaces and Setup Menu

Many administrators focus on Experience Builder for page design and layout customization, but Community Workspaces and the Setup Menu are critical for managing user access, moderation, analytics, and security settings.

Community Workspaces vs. Experience Builder

Feature	Community Workspaces	Experience Builder
Purpose	Manage users, moderate posts, track analytics	Design and customize page layouts, branding, and UI
Key Features	Moderation, Reports & Dashboards, Member Management	Drag-and-drop UI builder, Theme customization, Navigation menus
Security & Access	Controls user access and permissions	Manages page-level visibility

Key Features of Community Workspaces

1. Moderation (Content Management)

• Admins can review and approve user-generated content such as posts, comments, and discussions.
• Prevents spam or inappropriate content from appearing in the community.

2. Reports & Dashboards

• Tracks user activity, engagement levels, and case resolution trends.
• Helps measure community adoption and efficiency.

3. Member Management

• Manages users, their roles, and permissions.
• Allows adding/removing users and assigning them to the correct groups.

Setup Menu for Technical Configuration

The Setup menu is used for configuring security, authentication, and backend settings:

• Enable Guest User Access: Controls what unauthenticated users can see.
• Configure SSO (Single Sign-On): Allows external authentication providers like Okta, Google, or Facebook.
• Enable Einstein Search & Content Management: Helps optimize search results for better user experience.

2. Experience Cloud Templates and Page Variations

Experience Cloud provides predefined templates and flexible page variations to create a customized experience for different user groups.

Page Templates

Templates provide pre-built layouts and functionalities that cater to specific business use cases:

1. Standard Templates

• Customer Service Template: Includes Case Management and Knowledge Base.
• Partner Central Template: Designed for B2B collaboration with Leads, Opportunities, and Accounts.

2. Custom Templates (Build Your Own)

• Offers greater flexibility but requires development effort (e.g., LWC and Apex customization).
• Suitable for advanced business scenarios.

Page Variations

• Page Variations allow different users to see different versions of the same page.
• Used for personalized user experiences based on audience segmentation.

Example Use Cases

User Type	Page Displayed
Guest User	Marketing content & Sign-up page
Authenticated Customer	Case submission page & Knowledge Base
Partner User	Leads & Opportunities dashboard

How to Configure Page Variations

1. In Experience Builder, select a page.
2. Click "New Page Variation" and set audience targeting rules.
3. Assign variations based on User Type, Profile, or Custom Attributes.

3. Security and Access Controls

Experience Cloud security is critical for managing who can access what data and features.

1. Profile & Permission Sets

• Profiles control:
  • Which objects, records, and fields users can access.
  • Whether users can edit, delete, or view specific data.
• Permission Sets:
  • Used to extend access to specific features.
  • Example: Allowing certain users to edit cases while keeping others as read-only.

2. Sharing Rules & Sharing Sets

• Sharing Rules (For Partner & Employee Communities)

  • Used to grant record-level access based on Role Hierarchy or Public Groups.
  • Example: Partners in the same territory can see each other’s Opportunities.

• Sharing Sets (For Customer Communities)

  • Allows external users (customers) to see only their related records.
  • Example: A customer can only view cases associated with their account.