Setting a Help Link and Enabling Case Management

 

Configure the Help Link

When configured, the Help link is displayed in the left-hand navigation menu when a user clicks on their profile photo. You can configure the Help link to work in one of two ways:

  • Configure Case Management to allow community users to submit cases directly to your Salesforce environment through the Help page.
  • Configure the Help link to link to your school’s own Support/FAQ page.

Note: You do not have to configure a Help link. If you do, you can have one Help link only; therefore, you must choose between enabling Case Management or linking to your school’s Support/FAQ page.

To use the community Case Management pages, refer to the Enabling Case Management section below; to link to your own help page, refer to the Linking to Your School’s Support/FAQ Page section below. If you do not follow the steps in either of these sections, users will not see a Help link in the left-hand navigation menu.

Enabling Case Management

Case Management access allows users to create, edit, comment on, and close a case.

Note: You must have Salesforce’s Service Cloud enabled in your org in order to use Case Management. Please contact your Salesforce Account Manager if you need help with enabling Service Cloud.

To enable Case Management:

  1. Assign the “Unity Cases” permission set to any user who will have access to

    the Cases pages.

  2. Grant permission to the Case object and any necessary fields to any user

    profiles that will have access to the Cases pages.

  3. Continue following the steps in the section below (Linking to Your School’s

    Support/FAQ Page).

Linking to Your School’s Support/FAQ Page

If you will provide a Frequently Asked Questions or Help website for you users, you can configure the URL so that a Help link will appear in the left-hand navigation menu of the Community.

To configure the Help link:

  1. Click the Community Resources tab. The Community Resources Home screen is displayed.

    Screenshot_at_Nov_03_11-33-23.png

  2. Click the New button. The New Community Resource screen is displayed.

    Screenshot_at_Nov_03_11-34-47.png

3. Create a Resource record and do the following:

  • Select the Help Link checkbox.

  • In the Link field:

    ! If you are using Case Management, use this URL: [your community url]/motivis_lrm__UnityCases

    For example, if your Community URL is https://unityorg.force.com/, the Resource Link field should have the following value:

    https://unityorg.force.com/motivis_lrm__UnityCases

  • If you are not using Case Management, enter your school’s Help page URL.

4. Click the Save button.


Once the Help Resource record is created, a Help link displays on the drop-down

menu when a user clicks on their profile photo in the left-hand navigation menu.

 

Configure the Help Link

When configured, the Help link is displayed in the left-hand navigation menu when a user clicks on their profile photo. You can configure the Help link to work in one of two ways:

  • Configure Case Management to allow community users to submit cases directly to your Salesforce environment through the Help page.

  • Configure the Help link to link to your school’s own Support/FAQ page.

    To use the community Case Management pages, refer to the Enabling Case Management section; to link to your own help page, refer to the Linking to Your School’s Support/FAQ Page section. If you do not follow the steps in either of these sections, users will not see a Help link in the left-hand navigation menu.

Screenshot_at_Nov_03_11-47-46.png

 

 

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