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Enable Live Agent and Communities

Switch to Salesforce Classic

Now that you have your Trailhead Playground open, switch to Salesforce Classic to do the setup steps. 

Not sure what that means? Well, Salesforce has two user experiences: Lightning Experience and Salesforce Classic. For this project, you need to use Salesforce Classic to set up some of the features. 

To switch to Salesforce Classic, click your profile [1] and select Switch to Salesforce Classic [2].

Click the profile icon in the lightning header and then select Switch to Salesforce Classic.

Once you're in Salesforce Classic, click Setup [3].

From the Classic header click the Setup link to go to Setup.

Enable Live Agent

Live Agent is the Service Cloud feature that allows you to chat with customers directly from your website. Category 1 Biking has decided to implement chat so they can reach their customers faster, and give them more options to engage. Let's turn on Live Agent.

  1. From Setup, enter Live Agent Settings in Quick Find, then select Live Agent Settings.
  2. Select Enable Live Agent.
  3. Click Save.

Assign Live Agent Permissions

To access Live Agent, you need permissions on your user record.

  1. From Setup, enter Users in Quick Find and select Users.
  2. Click Edit next to your name.
  3. Select Live Agent User.
  4. Click Save.

Create a Live Agent Skill 

Skills are areas of expertise you assign to agents, so chats are routed to an agent with the right skills. You can create skills for channels, products, escalation paths, and more. For example, Category 1 Biking might want to assign different skills for bikes for adults versus bikes for kids. 

For this project, we set up one skill to keep things simple. You can always add more skills later on.

  1. Enter Skills in Quick Find, then select Skills.
  2. Click New.
  3. Define the skill as follows.
    • Name: Web Support
    • Developer Name: Web_Support
  4. In the Assign Profiles area, add System Administrator, Custom: Support Profile, and Standard User.
  5. Click Save.

Create a Live Agent Configuration

Configurations determine settings for your support staff. 

  1. Enter Live Agent Configurations in Quick Find, then select Live Agent Configurations.
  2. Click New.
  3. Define the configuration as follows.
    • Live Agent Configuration Name: Web Support Configuration
    • Developer Name: Web_Support_Configuration
  4. In the Assign Profiles area, add System Administrator, Custom: Support Profile, and Standard User.
  5. Click Save.

Create a Live Agent Chat Button

With chat buttons, community members can start a chat with your agent.

  1. Enter Chat Buttons in Quick Find, then select Chat Buttons & Invitations.
  2. Click New.
  3. Select the type Chat Button.
  4. Define the button as follows.
    • Name: Web Support Chat
    • Developer Name: Web_Support_Chat
  5. Under Routing Information, select Web Support from Available Skills and add it to Selected Skills.
  6. Click Save.

Create a Live Agent Deployment

  1. Enter Deployments in Quick Find, then select Deployments.
  2. Click New.
  3. Define your deployment as follows.
    • Live Agent Deployment Name: Web Support Chat Deployment
    • Developer Name: Web_Support_Chat_Deployment
  4. Enter Category 1 Biking for the Chat Window Title.
  5. Click Save.

Add Live Agent to the Sample Console

Later in the project, we simulate a chat session between you and (ahem) yourself. To do that, we need to add Live Agent to the sample console in your Trailhead Playground.

  1. Enter Apps in Quick Find, then select Apps.
  2. Click Edit next to Sample Console.
  3. Select Include Live Agent in this App.
  4. Next to Choose Chat Workspace Options, choose New case.
  5. Scroll down to Assign to Profiles near the bottom of the page. Select Visible next to System Administrator.
  6. Click Save.

Enable Communities

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

Let's get started by turning on communities.

Note: Once you enable Communities, you can't turn it off. 

  1. From Setup, enter Communities Settings in Quick Find, then select Communities Settings.
  2. Select Enable Communities.
  3. Enter a unique value to be used as your domain name and click Check Availability. (Note: Keep in mind that you can't change the domain name after you save it. You have to call Salesforce to change it.)
  4. Click Save.
  5. Click OK.

You should have been redirected to the All Communities page in Setup, but if not, enter All Communities in Quick Find, and select All Communities.

  1. Click New Community.
  2. Select the Customer Service template.
  3. Click Get Started.
  4. For Name, enter Category 1 Biking.
  5. Click Create.

Take a quick look around. This is Community Workspaces, and you'll be coming back here soon to customize and administer your community. But for now, let's finish configuring our chat component for Category 1 Biking. We do that in the next step of the project.

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