Chatter Administration for Lightning Experience

Question 1

Chatter Feed

Answer 1

Combines the Chatter publisher and the posts, polls, questions, comments, and other objects added through the publisher

Question 2

11 Typical Elements in Chatter Publisher

Answer 2

1. ) Post tab
2. ) Poll tab
3. ) Question tab
4. ) Font styles, including remove styles action
5. ) List styles
6. ) Inline image (copying inline images from external sources and pasting them into the editor isn’t supported)
7. ) Inline Hyperlink (hyperlinking inline images isn’t supported) Note: Highlight link text before you click the hyperlink icon. If your hyperlink URL gets an error, check its syntax to ensure that:
   - The URL starts with http:// or https://.
   - The hostname and file name are correct.
   - The URL doesn’t point to a localhost domain.
8. ) Emoji selector
9. ) @Mention action
10. ) Add file action
11. ) Link-to-record prompt

Question 3

Feed-Tracked Changes

Answer 3

System-generated posts about record updates

Question 4

Enabling Chatter E-mail Notifications

Answer 4

In the Setup Quick Find box, enter ‘Email Settings’, and then click ‘Email Settings’ – elect:

1. ) Allow Emails to turn on Chatter email notifications for all your users
2. ) Allow Email Replies to allow users to post their replies to email notifications in Chatter
3. ) Allow Posts via Email to allow users to post to groups through email
4. ) Allow Attachments via Email to allow users to include attachments when they use email to post to a group
5. ) Show mobile app download badges to add App Store and Google Play badges for the Salesforce app to all Chatter email notifications from your internal org. The download badges help increase user adoption of the Salesforce app
   - - under ‘Sender’, enter the name and email address for your org’s Chatter email account – under ‘Branding’, provide an image, like your company logo, sized for email, and a footer that contains your company address – click ‘Save’

Question 5

Chatter Settings

Answer 5

Turns Chatter on or off in my org
Enable to: Make Chatter available in my org
Disable to: Remove Chatter from my org
Note: If I remove Chatter in Lightning Experience, global search remains available

Question 6

Groups (Chatter)

Answer 6

• Provides options for my Chatter groups
• Controls whether archiving is enabled, whether I can associate records with groups, and whether unlisted groups are allowed in my org
  Enable to:
  1.) Allow Group Archiving: Provide the option of archiving a Chatter group
  2.) Allow Records in Groups: Include add-record actions in groups, and show records related to the group in a group’s detail view
  3.) Enable Unlisted Groups: Allow the creation of private groups that aren’t included on the group list page. Membership in unlisted groups is by invitation only
  Disable to:
  1.) Allow Group Archiving: Disable group archiving, and remove the ‘Disable automatic archiving’ setting from the New Group dialog
  2.) Allow Records in Groups: Prevent the creation of records, and remove the ‘Records’ section from a group detail page
  3.) Enable Unlisted Groups: Prevent the creation of unlisted groups in my org

Question 7

Draft Posts

Answer 7

• Adds this feed to the Chatter page
• Every seven seconds, saves posts that users are drafting and make them available in the feed
• When the user posts the entry, the draft is automatically removed from the feed
  Enable to:
  1.) Automatically save users’ draft posts every seven seconds. Posts are saved as drafts. Questions and polls are NOT saved as drafts
  Disable to:
  Prevent the appearance of the feed on the Chatter page, and suppress the saving of draft posts

Question 8

Rich Link Previews in Feeds

Answer 8

• Converts links in posts into embedded videos, images, and article previews
• Larger images are truncated with a ‘More’ link that allows my users to see the full preview
  Enable to:
• Show links as previews to give users a visual reference to the link’s target and the ability to play videos in place
  Disable to:
• Show links as links, and require that users navigate to the link target to see what it’s about

Question 9

Emoji in Feed

Answer 9

• Converts keyboard characters into ______
  Enable to:
• Allow the conversion of keyboard characters into ______
  Disable to:
• Prevent the conversion of keyboard characters into ______

Question 10

Out of Office

Answer 10

• Adds a control to user profile pages for setting a personal __________ message
  Enable to:
• Add this setting to user profile pages
• These messages will appear anywhere the user’s name appears in the org
  Disable to:
• Omit this setting from user profile pages

Question 11

Topics (Chatter)

Answer 11

• Allows guest users and authenticated external users to view topics in Salesforce Sites and portals
  Enable to:
• Let users inside and outside my org view these in Salesforce Sites and Portals
• This setting is for increased security of _____ names in your org
• Salesforce turned off ______ for guest and authenticated external users in Salesforce Sites and in portals created before Summer ’13
• If I want to enable this for external users, go to Setup | Chatter Settings and select Allow ______ in Salesforce Sites and Portals
  Disable to:
• Prevent guest users and authenticated external users from viewing ______ in Salesforce Sites and portals

Question 12

Approval Posts

Answer 12

• Allows requests for approval to appear in a user’s feed
  Enable to:
• Post approval requests in a user’s feed
  Disable to:
• Prevent approval requests from appearing in a user’s feed

Question 13

Coworker Invitations

Answer 13

• Allows licensed Salesforce users to invite unlicensed coworkers to Chatter
• Users who accept invitations see only profiles, files, and groups
• They can’t see any object details unless I grant them a full Salesforce license
  Enable to:
• Let licensed users invite unlicensed coworkers to Chatter
  Disable to:
• Prevent licensed users from inviting unlicensed coworkers to Chatter

Question 14

Customer Invitations

Answer 14

• Allows licensed users to invite customers to private groups that the licensed user owns or manages
• Licensed users can invite customers who are from outside your email domains
• Invited customers can see information only in the groups that they’re invited to
• They can interact only with members of those groups
  Enable to:
• Let a licensed user invite customers to a private group that the licensed user owns or manages
  Disable to:
• Prevent licensed users from inviting customers to the private groups that the licensed user owns or manages

Question 15

Actions in the Publisher

Answer 15

A legacy setting that has no application in Lightning Experience

Question 16

Recommendations in the Feed

Answer 16

• Allows the posting of recommendations for using the Salesforce Today app in your users’ feeds
  Enable to:
• Automatically post recommendations for using the Salesforce Today app in my users’ feeds
  Disable to:
• Prevent automatic posting of recommendations for using the Salesforce Today app in my users’ feeds

Question 17

Post and Comment Modification

Answer 17

• Lets certain users edit feed posts and comments
• Affected users include the author, the person who owns the record that was posted or commented on, and the Chatter or community moderator
  Enable to:
• Allow certain users to edit posts and comments
  Disable to:
• Prevent everyone from editing posts and comments

Question 18

Rich Text Posts

Answer 18

• Makes the editor in the Chatter publisher a rich text editor
• The rich text editor supports text formats, inline images, hyperlinks, and, when enabled for the org, code snippets
  Enable to:
• Use this in lieu of a plain text editor in the Chatter publisher
  Disable to:
• Use a plain text editor in the Chatter publisher

Question 19

Pin Posts in Feeds

Answer 19

• Make post pinning available to my communities and my internal org
• First make the feature available through this setting, then assign permission to pin through profiles or permission sets
• When the permission is assigned, users can pin up to three posts to the top of the Topics and group feeds that they can access
  Enable to:
• Make a post pinning permission available for assignment through a profile or permission set
  Disable to:
• Prevent people from pinning posts in Topics and group feeds

Question 20

Case Feed Timestamps

Answer 20

• Choose between absolute and relative date and time stamp formats on posts and comments in Case feeds
• If I navigate to a feed item’s detail view, the time stamp is always relative
• When relative time is in effect, users can see the absolute date and time stamp by hovering over the stamp
  Enable to:
• Show relative date and time stamps on posts and comments in Case feeds
  Disable to:
• Show absolute date and time stamps on posts and comments in Case feeds

Question 21

Groups (Chatter)

Answer 21

• Main collaboration space in Chatter
• Members can use this feed to exchange information, process a decision, and ask and answer questions
• Helps users build, preserve, and share knowledge that’s vital to getting the job done and keeping everyone aligned

Question 22

4 Types of Groups

Answer 22

1. Public Groups
2. Private Groups
3. Unlisted Groups
4. Broadcast-Only Groups

Question 23

Public Groups

Answer 23

• Visible and open to all employees

- Anyone in the company can join this type of group, and then post, comment, and add files to it

Question 24

Private Groups

Answer 24

• Members-only
• People must request to join this type of group
• Only the members of the group can post, comment, and add files
• People who are not members can see the group’s picture and description but not the group feed or files
• If the group allows external users, like customers, to join, the group owner or manager must invite them

Question 25

Unlisted Groups

Answer 25

• These are invitation-only and don’t appear in list views or search results
• This type of group is hidden from everyone except the members of the group
• Only the group’s owner and managers can invite people to join this type of group
• As the Admin, I must enable the option to create this type of group

Question 26

Broadcast-Only Groups

Answer 26

• These types of groups are for making announcements
• Only the owner and managers of this type of group can post to it
• But group members can comment on those posts
• I can make any type of group like this type of group

Question 27

‘Engagement’ tab

Answer 27

• Tab used for monitoring group membership and activity over time
• This tab can also monitor how active the group is, the cadence of activity, the stability of group membership, and various count summaries
• Counts include number of members, posts, questions, unanswered questions, likes, and comments

Question 28

8 Types of Groups on Chatter

Answer 28

1. All Company (public—internal facing)
2. [Project Name] Team (private)
3. Competitive (public—internal facing)
4. Product Feedback (public)
5. Marketing (private)
6. Sales (public—internal facing)
7. [Customer Name] Meetings (private)
8. [Department Name] Policies (broadcast—internal facing)

Question 29

All Company (public-internal facing) Group

Answer 29

Add all employees to this group, and use it to discuss company-wide topics and make announcements

Question 30

[Project Name] Team (private) Group

Answer 30

Add team members to this group so that they can collaborate on a project, give feedback, and share documents

Question 31

Competitive (public-internal facing) Group

Answer 31

Connect customer-facing employees with your company’s competitive and product experts so that the right people are talking to each other and sharing information

Question 32

Product Feedback (public)

Answer 32

Sales and customer service teams can provide client feedback directly to R&D and engineering

Question 33

Marketing (private) Group

Answer 33

Share concepts for creative campaigns, event details, and marketing ideas with the whole team

Question 34

Sales (public-internal facing) Group

Answer 34

Sales employees can share stories, strategies, and tips for winning in this group

Question 35

[Customer Name] Meetings (private)

Answer 35

• Create groups where all the key players on a deal can collaborate more easily on presentations, agendas, and products
• For example, start a group for a customer visit called “Acme July Meeting” and invite sales, technical specialists, marketing, support, and engineering to align everyone

Question 36

[Department Name] Policies (broadcast-internal facing) Groups

Answer 36

• Provide a forum for broadcasting division, department, or team policies and inviting feedback from members
• Though members can’t post, they can comment on posted items

Question 37

Enabling Unlisted Groups

Answer 37

In the Setup Quick Find box, enter ‘Chatter Settings’, click ‘Chatter Settings’, and then click ‘Edit’ – ‘Allow Records in Groups’ is likely selected by default; if it isn’t, select it – select to enable unlisted groups – click ‘Save’

Question 38

Creating a Public Group

Answer 38

In Salesforce, click the ‘Groups’ tab. If you don’t see it, open the App Launcher, search for ‘Groups’, and click my result – on the ‘Groups’ list page, click ‘New’ to open the ‘New Group’ window – enter information about my group. Tip: After I create my group, the group email address appears under Group Email. I can see it here and in the right column of my group page. People with access to the group can use the address to post to the group feed through email – click ‘Save & Next’ – click ‘Upload Image’, select an image for my volunteer group, and click ‘Next’ – on the ‘Add Members’ page, I can search for and add people to my group. I can add members later, so, for now, click ‘Done’

Question 39

Adding an Action to the Group Layout

Answer 39

In the Setup Quick Find box, enter ‘Group’, and then click ‘Group Layouts’ – in the Group Layout row, click ‘Edit’ – in the Group Layout panel at the top of the page, select ‘Mobile & Lightning Actions’. If it’s not already there, drag ‘New Case’ to the Salesforce Mobile and Lightning Experience Actions area

Question 40

Private Chatter Groups

Answer 40

• A great way for project teams to collaborate and share confidential information
• These groups can also have external members
• For example, create this type of group to collaborate with customers or subject matter experts who are outside my org

Question 41

Creating a Private Group with Customers

Answer 41

To navigate to the ‘Groups’ page, click the ‘Groups’ tab or find and select ‘Groups’ in the App Launcher – click ‘New’ – provide information about the group – click ‘Save & Next, Next, then Done’

Question 42

Feed Tracking

Answer 42

• Allows me to select the record fields to follow
• When a tracked field changes, it triggers both Chatter posts and e-mail notifications
• Makes it easy to see changes to critical records anytime, anywhere

Question 43

4 Objects I can track Fields on

Answer 43

1. ) User
2. ) Group
3. ) Custom
4. ) External

Question 44

15 Standard Objects where the Fields can be tracked

Answer 44

1. ) Account (Account Name, Account Owner)
2. ) Article Type
3. ) Asset
4. ) Campaign
5. ) Case (Case OWner, Priority)
6. ) Contact (Account Name, Contact Owner, Name)
7. ) Contract
8. ) Dashboard
9. ) Event
10. ) Lead (Lead Owner, Lead Status, Name)
11. ) Opportunity (Amount, Close Date, Opportunity Name, Opportunity Owner, Stage)
12. ) Product
13. ) Report
14. ) Solution
15. ) Task

Question 45

Enabling and Customizing Feed Tracking

Answer 45

From Setup, enter ‘Feed Tracking’ in the Quick Find box, and then click ‘Feed Tracking’ – from the list of objects, select ‘Contact’ – select ‘Enable Feed Tracking’. If ‘Enable Feed Tracking’ is already selected in your Trailhead Playground, it saves you a step. Feed tracking isn’t enabled by default for all objects. So remember to take this step when you’re setting up your own feed tracking – select up to 20 fields to track – click ‘Save’. After I save my changes, the number of tracked fields appears to the right of the ‘Contact’ object

Question 46

Feed-Tracked Changes (FTC’s)

Answer 46

• Bundled when at least 3 of these with the same parent ID are formed within a specified time (default time is 1,440 minutes)
• New ones are added to the same bundle, as long as the change occurs within a specified time

Question 47

Approval Process

Answer 47

• Maps the route that a record takes through the people who are aligned to provide approval
• Can send an approval request as a Chatter post

Question 48

Enabling Approval Requests in Chatter

Answer 48

From Setup, enter ‘Chatter Settings’ in the Quick Find box, and then click ‘Chatter Settings’ – click ‘Edit’ – in the Approval Posts section, select ‘Allow Approvals’ – click ‘Save’

Question 49

Creating a Post Template

Answer 49

From Setup, enter ‘Post Templates’ in the Quick Find box, and then click ‘Post Templates’ – click ‘New Template’ – these approvals are for accounts, so select ‘Account’ and click ‘Next’ – enter the name of a template – to make this template the default for all account approval request posts, select ‘Default’ – for Post Template Fields, move ‘Account Number’, ‘Account Owner’, and ‘Description’ to the right column. If ‘Account Name’ isn’t already in the ‘Selected Fields’ column on the right, move it there, too. Tip: Put text-heavy fields, like Comments or Description, at the bottom – click ‘Save’

Question 50

Creating an Approval Process

Answer 50

From Setup, enter ‘Approval Processes’ in the Quick Find box, and then click ‘Approval Processes’ – for ‘Manage Approval Processes For’, choose ‘Account’ – click ‘Create New Approval Process’, and choose ‘Use Jump Start Wizard’ – in the ‘Approval Process Information’ section, enter the following: – in the ‘Specify Entry Criteria’ section, set up the criteria to kick off this approval process – in the ‘Select Approver’ section, assign all approval requests to Integration User – click ‘Save’ – click ‘View Approval Process Detail Page’ – on the ‘Account: Account Approval Process’ page, click ‘Activate’ to activate the approval process

Question 51

3 Chatter Champions

Answer 51

1. ) Executive Sponsor
2. ) Evangelist
3. ) Community Manager

Question 52

Executive Sponsor

Answer 52

• Executive who much believe in the power of social collaboration
• They must be willing to invest time to make Chatter collaboration a success
• Should post at least once a day

Question 53

Evangelist

Answer 53

• People who have incredible knowledge and love social collaborations
• The people in this position help drive Chatter success
• Can help answer questions, encourage other users who are nervous about posting, creating and managing groups, and curate content

Question 54

Community Manager

Answer 54

• Person who curates quality content and drives user engagement
• Drives overall engagement at a strategic level
• They measure results, work with evangelists, and deploy adoption programs to keep Chatter going long after the initial rollout

Question 55

Competitive Stratgey Chatter Group

Answer 55

Group where I can share insights on my competitors, access files and tip sheets, and get quick answers from experts

Question 56

Event Planning Chatter Group

Answer 56

Group where I can collaborate while planning a department event

Question 57

Turning Chatter on for org

Answer 57

From Setup, enter ‘Chatter Settings’ in the Quick Find box, and then select ‘Chatter Settings’ – click ‘Edit’ – under the ‘Chatter Settings’ section, select ‘Enable’ – click ‘Save’