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Enable Digital Experiences and Set Up Messaging

Learning Objectives

In this project, you’ll:

  • Build a site for Category 1 Biking.
  • Configure Messaging components to add to the site.
  • Update the site branding and theme.
  • Add knowledge articles to the site.
  • Deploy and test the site.

Meet Category 1 Biking

Category 1 Biking is a bicycle shop located in the UK. The shop sells bicycles and riding apparel, and has a small chain of stores and a passionate, loyal following. And it's had great success hosting small events and meetups in the region, and has recently branched out to sponsor road races.

Although the community of bike-riding enthusiasts is active, the shop doesn’t have a way to engage beyond Category 1 Biking’s pages on a handful of social media platforms. Everyone at the company agrees—it’s time to start a site using Experience Cloud.

Sign Up for a Developer Edition Org with Messaging

To complete this module, you need a special Developer Edition org that has messaging enabled. Get the free Developer Edition and connect it to Trailhead now so you can complete the challenges in this badge. Note that this Developer Edition is designed to work with the challenges in this badge, and may not work for other badges. Always check that you’re using the Trailhead Playground or special Developer Edition org that we recommend.

  1. Sign up for a free Developer Edition org with Messaging.
  2. Fill out the form.
    • For Email, enter an active email address.
    • For Username, enter a username that looks like an email address and is unique, but it doesn't need to be a valid email account (for example, yourname@miaw4ever.com).
  3. After you fill out the form, click Sign me up. A confirmation message appears.
  4. When you receive the activation email (this might take a few minutes), open it and click Verify Account.
  5. Complete your registration by setting your password and challenge question.
  6. You are logged in to your Developer Edition.

Now connect your new Developer Edition org to Trailhead.

  1. Make sure you’re logged in to your Trailhead account.
  2. In the Challenge section at the bottom of this page, click the playground name and then click Connect Org.
  3. On the login screen, enter the username (the username is listed in the email you just received) and password for the Developer Edition you just set up.
  4. On the Allow Access? screen, click Allow.
  5. On the Want to connect this org for hands-on challenges? screen, click Yes! Save it. You are redirected back to the challenge page and ready to use your new Developer Edition to earn this badge.

It is a good idea to rename this org to remind your future self not to use it to complete any other badges. Although this step is optional, we highly recommend it.

  1. In the Challenge section at the bottom of this page, click the playground name and then click Manage Orgs.
  2. In the Hands-On Orgs page, click Rename next to your newly connected org.
  3. For the Name enter MIAW Org and click Save.
  4. Close the Hands-On Orgs page tab or window and return to the badge page.
  5. Ensure the MIAW Org is selected (may need to refresh the page for the name to update) and click X to close the Choose a hands-on org pop up window.

Enable Digital Experiences

Customer sites give customers an easy way to interact with a company whenever and wherever they are. Customers can search for articles, ask questions, and get crowd-sourced answers. This is exactly what Category 1 Biking needs to engage with its loyal fans.

Get started by turning on digital experiences.

  1. Click the setup gear Setup and select Service Setup.
  2. In Quick Find, search for and select All Sites.
  3. Click New.
  4. Select the Customer Service tile.
  5. Click Get Started.
  6. For Name, enter Category 1 Biking.
  7. Click Create. Note: The site can take a few minutes to build.

Set Up Messaging

With Salesforce Messaging, support teams can assist customers through their preferred messaging channels, all within the Service Console.

  1. From the newly created site, click the Workspaces selector in the upper left corner.

Workspaces selector.

  1. Select Salesforce Setup.
  2. ​​In Quick Find, search for and select Omni-Channel Settings.
  3. Check Enable Skills-Based and Direct-to-Agent Routing.
  4. Leave all the other settings as is.
  5. Click Save.
  6. Refresh your browser.
  7. In Quick Find, search for and select Routing Configurations.
  8. Click New and enter these details:
    • Name: Category 1 Biking
    • Routing Priority: 1
    • Routing Model: Most Available
    • Capacity Type: Inherited
    • Units of Capacity: 5
    • Leave all the other settings as is.
  9. Click Save.

Create a Queue

  1. From Setup Quick Find, search for and select Queues.
  2. Click New and enter these details:
    • Label: Category 1 Biking Queue
    • Routing Configuration: Category 1 Biking
    • In Supported Objects, move Messaging Session from Available Objects to Selected Objects.
    • Leave everything else as is.
  3. In Queue Members, select and add User: [your name] to the Selected Members list.
  4. Click Save.

Create, Assign, and Update a Permission Set

  1. In Quick Find, search for and select Permission Sets.
  2. Click New.
  3. For Label, enter MIAW.
  4. Leave Session Activation Required unchecked, and do not select a License.
  5. Click Save.
  6. Click App Permissions.
  7. Click Edit.
  8. In the Call Center section, check Messaging for In-App and Web Agent.
  9. Click Save and click Save again.
  10. Click Manage Assignments and then click Add Assignment.
  11. Add a check next to [your name].
  12. Click Next.
  13. Ensure No expiration date is selected and click Assign.
  14. Click Done.
  15. In Quick Find, search and select Permission Sets.
  16. Click MIAW.
  17. Click Object Settings in the Apps section.
  18. Click Messaging Sessions and click Edit.
  19. Under Object Permissions, add a check to Read, Create, Edit, Delete, View All Records, Modify All Records, and View All Fields.
  20. Under Field Permissions, check Edit Access at the top of the table to add a check to all available fields.
  21. Click Save.

Create a Messaging Channel

Now that the queue, status, and permissions sets have been dealt with, a new messaging channel needs to be created.

  1. In Quick Find, search for and select Messaging Setting.
  2. Toggle Messaging to On.
  3. Click New Channel and click Start.
  4. Select Messaging for In-App and Web.
  5. Name the channel: Category 1 Biking Support Channel.
  6. Click Save.
  7. Select Omni-Queue for Omni-Channel Routing type.
  8. For Queue, enter and select Category 1 Biking Queue.
  9. Leave all the other options as is.
  10. Click Save.
  11. In Quick Find, search for and select Messaging Setting.
  12. Click Category 1 Biking Support Channel.
  13. Click Activate.

Add Messaging to the Service Console

Time to add the new messaging channel to the Service Console. This allows Category 1 Biking staff to respond to messages within their Salesforce org.

  1. In Quick Find, search for and select App Manager.
  2. Click the dropdown on the far-right of Service Console and select Edit.
  3. From the menu on the left, click Utility Items (Desktop Only).
  4. Click Add Utility Item.
  5. Search and select Omni-Channel.
  6. Click Save.
  7. Click the back arrow to exit the Service Console.

Service Console back button.

  1. In Quick Find, search for and select Publisher Layouts.
  2. Click Edit next to Global Layout.
  3. Click Mobile & Lightning Actions.
  4. Drag Send Message to the Salesforce Mobile and Lightning Experience Actions section.
  5. Click Save.

You accomplished a lot. You enabled Digital Experiences and all the permissions and setup steps needed for messaging. Next up, configure for web deployment.

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