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Enable Live Agent and Communities

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.

Get started by turning on communities. Note: Once you enable Communities, you can't turn it off. 

  1. Click Setup icon  and select Service Setup.
  2. Enter Communities Settings in Quick Find, then select Communities Settings.
  3. Select Enable Communities.
  4. 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.
  5. Click Save.
  6. Click OK.

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

Now you have a community! 

Run the Live Agent Guided Setup Flow

The Live Agent setup flow is a quick way to get up and running with live web chat. When you complete the flow, you’re ready to start chatting with your customers.

  1. Click Community selector at the top left.
  2. Select Salesforce Setup.
  3. You should be returned to the All Communities page in the Service Setup. If not, enter All Communities in Quick Find, then select All Communities.
  4. Copy the URL associated to the Category 1 Biking community.
  5. Click the Home tab to go to Service Setup Home.
  6. Click View All and then search for and select Live Agent Setup.

Service Setup Home

  1. Click Start.
  2. For Queue Name, enter Web Support.
  3. For Name This Agent Group, enter Chat Agents.
  4. Click the plus sign next to your name.
  5. Click Next, then Next.
  6. For Website URL, paste the URL you just copied.
  7. For Salesforce Site Domain, select Category 1 Biking.
  8. Click Next.
  9. Click the Service tile then Next.
  10. Ensure Offline Support is set to Off and click Next.
  11. You don’t need to copy and paste the code snippet since your Trailhead Playground already has the Snap-ins Chat available. Snap-ins Chat uses Live Agent, but with a simpler setup, to power chats with your customers on your communities or websites. Click Next.
  12. Click Finish.

Modify the Live Agent Chat Window Title

  1. Enter Deployments in Quick Find, then select Deployments.
    Note: If Deployments does not appear as an option in Quick Find, refresh the page.
  2. Click Edit next to Live Agent Setup Flow.
  3. Update the Chat Window Title to Category 1 Biking.
  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 knowledge base. 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, 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. In the Basic Information section, enter these details..
    • Name: Web Support
    • Developer Name: Web_Support
  4. In the Assign Profiles section, add Custom: Support Profile, Standard User, and System Administrator.
  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. In the Basic Information section, enter these details.
    • Live Agent Configuration Name: Web Support Configuration
    • Developer Name: Web_Support_Configuration
  4. In the Assign Profiles section, add Custom: Support Profile, Standard User, and System Administrator.
  5. Click Save.

Add Live Agent to the Service Console

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

  1. From the Service Setup, enter App in Quick Find, then select App Manager.
  2. Click the down arrow next to Service Console and click Edit.
  3. Click Navigation Items.
  4. Search for and select Live Agent Sessions in the Available Items list, then click the Add arrow, to move it to the Selected Items section.
  5. Click Save.
  6. Click Back button to return to Service Setup.

Now you’ve got your chat configuration ready to go. Up next, you add another important feature to your community.

retargeting