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How to Avoid Mistakes When Integrating Salesforce Community Cloud

salesforce community cloud services

What You Should Know About Salesforce Community Cloud

Things you need to know about Salesforce Community Cloud prior to start

Salesforce Community Cloud seems to be simple if you don’t go in-depth. However, as it always happens with simple things, there are some finer details that you should know about before you start using it. So we’ll provide you with the most common Community Cloud mistakes that you need to be aware of before you move to the project realization. This info will help you invest your time and money wisely.

Mistake 1. Incorrect Salesforce Community Cloud templates choice: its impact on work and business efficiency

The cloud is delivered with a significant number of various Salesforce Community builder templates. Some specialists still believe that a template is nothing but an image, a way to make a portal look one way or another, but this is far from the truth.

The idea behind each template is that a unique functionality is assigned to a particular template. So, it’s better to select a template not just based on some look that you like or don’t like. Otherwise, there is a high risk of you wasting your resources and not receiving the desirable outcome. Before making your choice, you should clearly determine your goals and understand the functionality you require. This will help you avoid the first mistake.

Salesforce Community Cloud templates

Mistake 2: Improper utilization of Salesforce Community Cloud knowledge

This can be a big issue for Salesforce Community implementation specialists: knowledge in a Community Cloud Salesforce functions differently than it does for other Salesforce products.

Topics in Salesforce Community Cloud

The main feature of Community Cloud Salesforce from other Salesforce products is arranging articles in topics. When you implement a Salesforce Community Cloud Template, it comes with a common set of topics. But you would need to assign a topic to each article; this is how you classify the articles.

You can use several options when assigning topics to Salesforce articles. If you deal with Community Workspace, you can do the following:

  • Get to “Content Management”
  • Move to “Topics”
  • There, you will be able to create a topic.

Next, you will need to assign it. For that, perform the following procedure:

  • Open “Content”
  • Look for the requested article (you can use the Data Category filter to facilitate the search)
  • Add the needed topic
  • Select “Save”.

That’s it, the topic is now assigned to your article.

Or you can select another way to assign a topic to an article. What about topics that are assigned to articles automatically? Just go to “Data Category” and from there move to Topic mapping. If you don’t want the Data Category to be the only criterion to assign a topic, you can create a trigger; it will assign a topic automatically.

Do you need to assign Topics in bulks? Check the Data Loader section. There, you need to provide your Article ID, it can also be Entity ID, a Topic ID, and a Community or Network ID. Don’t forget to select a Topic Assignment object.

Data Categories in Salesforce Communities Implementation

Community Cloud Salesforce uses specific Data Categories. If you work from an authenticated Salesforce Community Cloud, you can make and set up profiles for Salesforce Community Cloud users. You can do it as if you were creating Salesforce user profiles for internal use. You can either assign access to the Community Cloud User Profile Data Category or do it via a set of permissions.

The entire process is slightly more difficult if you’re dealing with a Salesforce Community Cloud that is not authenticated. Here, you do the following:

  • Move to the community builder
  • Select the gear icon
  • Select “Guest User Profile”
  • From there, you will be prompted to the appropriate guest profile. And finally, you can assign the visibility of the Data Category.

Data Category vs. Topics: What Is the Difference?

The main difference between the topic and a data category is in the following:

A topic is used to make a Community Cloud Salesforce user view articles, very common components are used for that.

A data category is a predetermined security measure of the system. It is needed to show an article in the needed components. With the access to the data category, a user can perform the search of the article, any of them, even if no topic is assigned to it.

Channel Visibility

Channel visibility is one more factor that you need to implement the Salesforce Community Cloud. It is recommended to learn about it before you move to the actual Salesforce Community Implementation Guide.

So, when you’re publishing an article, you need to make it visible for a particular audience only. You have the following options to select from:

  • Internal app – the article will be viewed by those who have internal user access.
  • Partner – you make it a preferable choice to make the articles visible to partners.
  • Customer – This option is usually selected if you work with an authenticated server, we call it a “private customer community”.
  • Public Knowledge Base – You select this if you need to make your articles visible to the public.

And of course, don’t forget to assign data categories. Otherwise, the targeted users will be unable to see the article.

Mistake 3: Misunderstanding the security and sharing principles in Salesforce

Data security plays a very significant role in Salesforce Community Cloud, like in any other system that works with businesses. The absence of a security strategy may play a bad trick on you, and if you would be able to choose what mistakes to avoid you would definitely want to avoid this one. To do that, make sure that you know the function of the following access settings:

  • Object access – You assign the access [A1] [U2] to a user profile. You can select different actions that a user can perform: create the article, delete it, edit, or only read it.
  • Record ownership is a bit tricky; if an article was created, for example from a Customer Community, the ownership will belong to the Authenticated Customer Community.

It’s easy to make mistakes when you launch the community cloud for the first time, so we have tried outlining the most common ones. Being acquainted with these mistakes will help you avoid making any hasty decisions. The best way to avoid these mistakes is to hire a Salesforce certified community cloud consultant.

Implementing a new solution always has a lot of pitfalls that are hard to keep away from, that's why it's always a good idea for Salesforce Community Cloud consulting services.

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Written by

Arthur Koryaka

Starting from 2007, Arthur managed to successfully help automotive, insurance and healthcare industries to adopt a CRM system. As an experienced consultant, Artur proved his practical knowledge by passing certifications for the different Salesforce roles. Over the years, Arthur is developing his expertise in the financial industry and helps clients migrate to Finance Sevices Cloud.

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    Comments (8)

    • Roland Terry

      Though I’m fairly new to this product, Trailhead helped me out. If you are trying to learn this on your own, get a consultation with an expert first.

    • Sarah McCampbell

      Macros don’t always run or contain errors, and it may take time to fix them. The case combining system works about 75% of the time. The community dashboard was difficult to access as they hide it in the back end. I wish there was a designated support agent for the Community Cloud.

    • Billy Trent

      Community Cloud is a great tool for users looking to create a public web portal that integrates with their existing Salesforce data. Customers, employees, and the public will access certain data. Without integration with the Salesforce ecosystem, it makes little sense at all.

    • Karen Sowa

      First, Salesforce Community Cloud is one of the best SaaS e-commerce cloud solutions on the market. It’s mainly used by marketing teams. The best feature, by far, is website building.
      And I would like to talk about support. This is the best part of Salesforce Community Cloud. There was not a single case when we had to aggravate in order for the problem to be quickly resolved. Yes, there were cases when it took a little longer to wait, but it wasn’t critical.

      • James Allen

        To be honest, I have never used a support team. We have an employee who is the primary contact for Salesforce, so all our escalations go to him, and he can fix them.

    • Jasper Scott

      I was searching info for templates functionality for Community Cloud and finally found it here. Still, I have some questions to ask.

      • Irene Parkinson

        Use Trailhead or the support community to find answers, ideas, and other users with similar questions.

    • David Stewart

      Quite a comprehensive reading. I could finally arrange articles on topics.


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