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Topics#CollaborationDomanda di Sunita Phadnis
Sunita Phadnis (Pacificad) ha fatto una domanda in #Collaboration
2 nov 2016, 05:36

How does Follow work in communities

Hello everyone,

 

I'm working on creating a customer community and have Case page, there is a Follow button on this page. I do know that this button cannot be removed from the page. The only way to remove tis button is to disable chatter, which we do not want to do as we want our support agent to collaborate with the customers. Also on clicking this Follow button, it  does not show the customer is following the case/record in the internal org.

 

My question is, what is the functionality of this Follow button. The customers will want to know what does the button do, if it is existing on the page. I do understand how Follow works in the internal org, communities is confusing me.

 

Please help....Thank you.

 

 
2 risposte
  1. Sunita Phadnis (Pacificad)
    2 nov 2016, 15:19
    Hello Subramani,

     

    Thank you so much for your response, now I do understand that the chatter in communities and internal org are separate.

     

    I have setup Customer Community as follows-

    • The community user 'X' has a profile with Read, Create and Edit permissions on the Case object and Chatter Tab is hidden. The OWD - Default External Access for Case is private, which means that other community users cannot view Cases created by user 'X' and the other community users cannot post to the case created by user 'X'.
    • The user 'X' can view only cases where user 'X' is the contact on the case. I have defined Sharing Sets under Community settings, that way when the case is assigned to an internal org user, it can still be view by user 'X'.
    • Internal org users have not been added as members of the community. 
    • The community is not a public community, I have not checked the Public Access under Settings in Community Builder.
    • I have not setup Topics and Knowledge.
    • This is a very simple community to enable custommers to create/edit/view cases from the community and post to the case feed.

    As a result of these settings the Follow button on the Case page, will not have any fuctionality. As user 'X' does not have anyone to collaborate with in the community. Is my understanding correct.

     

    Thanks you again, your response was very helpful.

     

    Suinta.
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