Salesforce Community and Help Center Theme

When you first publish from Paligo to Salesforce, the topics in your publication are mapped to new articles in Salesforce Knowledge. The articles are drafts and are added to Salesforce's "library" of articles. At this stage, you are not presenting the articles to your readers, you are only creating a collection of articles. For the presentation, you should create a Community in Salesforce. The Community is where you present your Salesforce articles to your readers.

For example, here is a Community that uses a Help Center theme to present articles.

Salesforce Community Help Center portal page showing articles that have been added to Salesforce from Paligo.
Article shown in Salesforce Community Help Center. The article was created in Paligo as a topic and then mapped to Salesforce.

Example of Salesforce Community using Help Center theme.

To create a Salesforce Community and map your articles to it, you can refer to the Salesforce documentation and support. To help you, we will explain the basic process of what you need to do. We will also explain some of the terminology as Salesforce uses some terms that we also use in Paligo, but in different ways.

In Salesforce, every article has to be associated with one or more Data Categories. A Data Category can represent anything, but the idea is that it categorizes a collection of articles, typically by subject matter. The idea is that a Data Category groups together articles that are about the same subject matter. For example, if your publication is about a product called ACME 100, you could create a Data Category called ACME 100. If you use taxonomy tags in Paligo, the general idea of Data Categories is similar - you are making a collection of articles about a particular subject.

To create a Data Category in Salesforce:

  1. Select Setup and then search for Data Categories.

  2. Select Data Category Setup to display the Data Categories settings.

    salesforce-data-categories-setup.jpg
  3. Select New to add a Category Group. Give it a meaningful Group Name so that people can easily understand what this Data Category represents. You also need to add a Group Unique Name and it is a good idea to add a Description too.

  4. Each new Data Category is disabled by default. Enable your Data Categories by checking the box next to the Data Category name in the list.

When you have created one or more suitable data categories, you can associate your articles with them.

Before you can display your articles in a Salesforce Community, you need to associate them with one or more Data Categories.

  1. Go to the Article Management view and locate the articles you published from Paligo to Salesforce.

  2. For each article:

    1. Select Edit.

    2. In the Article Properties, select the Edit button next to Categories. Then choose a Data Category.

    3. Repeat ??? for each Data Category that you want to associate the article with.

When you have associated your articles with data categories, the next step is to Stage 3: Create a Community with a Theme.

In Salesforce, a Community is where you present your articles to your audience. Each Community has a theme that defines the look and feel of your published articles, and there is a "Help Center" theme that is especially suited for technical communication and documentation.

To create a new Community in Salesforce:

  1. Go to Setup and then All Communities.

  2. Select New Community.

    all-communities-salesforce-new-community.jpg
  3. Select Guided Setup Help Center. This is for the help center theme. You could use another theme if you prefer.

  4. Follow the instructions in the guided setup to create your help center Community.

When you have created your Community, you can Stage 4: Use Topics to Organize your Articles.

Tip

You can use the Community Builder to customize your Community help center.

In Salesforce, a topic is a "container" that loosely represents a category of information. When you add your topics to the Community, they have to be associated with a topic. For example, the following example is a demo help center. In the bottom section, there are two subheadings "Mars travel" and "ACME Software". These are both topics in Salesforce. Below the "Mars travel" subheading is a list of links to articles. These are the articles that are associated with the "Mars travel" topic. The links below the "ACME Software" subheading are for the articles that are associated with the "ACME Software" topic.

Salesforce Community Help Center portal page showing articles that have been added to Salesforce from Paligo.

Try not to confuse Paligo topics with Salesforce topics as they are completely different things. Paligo topics are turned into articles in Salesforce. The topics in Salesforce are more like "Chapter" or "Section" headings in a document.

To use topics to organize your topics, you first need to create the topics and then associate them with Data Categories.

  1. Go to Topic Management > Automatic Topic Assignment.

    topic-assignment-salesforce.jpg
  2. Set Automatic Topic Assignment to Enabled.

  3. Select a Data Category Group that you will associate with either an existing topic or a new topic.

  4. To associate the Data Category Group with a topic, enter the name of the topic in the ADD TOPIC field. You can then add your entry as a new topic or choose from the list of existing topics. When you enter your text, Salesforce automatically suggests any existing topics that are a close match.

  5. Check the Add above topic(s) to all existing articles in the data category box.

  6. Select Save.

Now your help center articles will be organized like this:

  • Your articles are associated with one or more Data Categories.

  • You have topics to represent each "collection" of articles. Each topic is associated with a Data Category.

So the articles are associated with Data Categories, and the Data Categories are associated with Topics.

On the help center portal:

help-center-organization-salesforce.jpg
  • There is a heading for each topic (1).

  • Below each topic heading is a list of links to articles (2). These are the articles that are associated with the Data Category that is set for the topic.