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Learn About Community Cloud Personas

Learning Objectives

After completing this module, you’ll be able to:

  • Identify the four Community Cloud personas.
  • Observe the behaviors that differentiate the personas from each other.

Personas for Community Cloud

Community Cloud has a wide range of users, including people who use communities for information, connection, or collaboration and people who build and manage communities. In this unit you get to know the key users who consume, manage, implement, and customize communities.

Community End User

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The Community End User uses communities to collaborate, get support, and learn. They’re customers, partners, or employees who visit communities to find public information such as knowledge base and product or org information. They’re seeking help to solve problems or manage account-specific information or resources such as bills or claims. And they’re interested in working jointly with others on projects or ideas.

Their behaviors in the communities vary across community types, use cases, and engagement levels. For example, the Community End Users who use communities for collaboration spend most of the time:

  • Browsing and reading feeds
  • Interacting with content
  • Collaborating with colleagues

Community Manager

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The Community Manager protects, nurtures, and strategizes for communities. They’re responsible for enforcing community standards, providing member support and content management, monitoring community usage and health, and developing strategies or guidelines for communities. Community Managers spend most of the time:

  • Moderating forums
  • Running reports on health
  • Communicating with members

Most Community Managers wear multiple hats, performing administrative and customization tasks in addition to their primary tasks of protecting and nurturing communities. Most are Salesforce administrators who have a basic knowledge of, or experience with, the Salesforce platform.

Over half of Community Managers use the Community Management Console. Most Community Managers track metrics weekly.

Community Admin

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The Community Admin manages member access and permissions, and configures and maintains platform settings. Community Admins spend most of the time:

  • Controlling and defining the sitemap
  • Defining permissions and access
  • Controlling information architecture

Most Community Admins are fairly advanced Salesforce administrators. About 60% successfully use all Salesforce administrative features including Visualforce.

Community Builder

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The Community Builder customizes the community’s appearance and develops new functionalities for communities.

Community Builders spend most of the time:

  • Building components and templates
  • Customizing page layouts
  • Modifying the community’s appearance

Most Community Builders use the Community Builder and Visualforce tools to modify communities, and about half of the Community Builders are Salesforce consultants.

Resources

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