Configuring Lightning components on Experience Cloud Site pages

Lighting components can be added on the Experience Cloud site pages, so that users can directly submit tickets, raise requests, view requests, or view self help articles, without logging into any other URL. 

Experience Builder

You can configure Remedyforce Lightning components through the Experience Builder. Third party components from AppExchange are also available on the builder, so you can configure and customize the Experience Cloud site page as required. 

Prerequisites

• You need to navigate to Setup > Company Settings > Company Information > User Licenses and check for licenses. 
  For more information about the licenses, see  User Licenses  and  Communities User Licenses .

• Set up a domain for the organization. 

Configuring the domain for an organization

To configure the domain for an organization, complete the following steps: 

1. Navigate to Setup > Platform Tools > Feature Settings > Digital Experiences > Settings.
   
2. On the Settings page, under Experience Management Settings section, select the Enable Experience Workspaces check box.
3. In the Domain name field, enter the domain name for the Experience Cloud site and click Check Availability.
4. Click Save.
   
   

Configuring Experience Cloud Sites

To configure Experience Cloud sites, perform the following steps: 

1. Navigate to Setup > Platform Tools > Feature Settings > Digital Experiences > All Sites.
2. Click New.

3. Select Customer Service (Napili).

   Note

   We recommend that you use the Customer Service or Help Center theme for optimal experience.

4. Click Get Started.
   

5. In the Name field, enter a name for the Experience Cloud site.

   Note

   Do not enter URL in the URL field.

6. Click Create.
7. Click Administration.
8. From the Settings tab, click Activate.
9. Select Members from the left panel.
   
10. Select All from the Search drop-down list.
11. From the Select Profiles, select those profiles whom you want to add as Experience Cloud site members. 
    Add these from the Available Profiles list box to the Selected Profile list box. 
12. From the Select Permission Sets, select those permission sets whom you want to add as Experience Cloud site members. 
    Add these from the Available Permission Sets list box to the Selected Permission Sets list box. 
13. Click Save.
14. From the Administration menu list, click Builder.
15. Click the Components  icon.
    
    Under Custom Components dropdown, you can configure the following components:

• • Self Help Articles
  • Service Catalog
  • Submit Ticket (Deprecated)
  • Submit Ticket
  • Service Requests (Deprecated)
  • View Requests
    
    

Configuring the Submit Ticket (Deprecated) component

Experience Cloud site users can submit a ticket from any of the Salesforce application when administrator configures the Submit Ticket (Deprecated) component. This component provides the look and feel of the Remedyforce Self Service layout and supports dynamic field rendering.

To configure the component, perform the following steps:

1. Drag the Submit Ticket (Deprecated) component on the Experience Builder.

2. (Optional) Enter the required label name in the Override Button Label Name field.

   Note

   The changed label name will not be localized.

3. (Optional) Select the required template from the Template field.
   The fields defined in the selected template gets auto populated in the form.
   If no template is selected, then the default template is applied to the form.
4. (Optional) Click Preview, to view the components that you configured on the Experience Cloud site page.
5. Click Publish.
6. On the Publish Your Experience popup window, click Publish.

7. Click Got it.

   
   

Configuring the Submit Ticket component 

The Experience Cloud site users can submit a ticket from their Experience Cloud site to BMC Helix Remedyforce when the administrators configure the Submit Ticket component.

This Lightning Web Component provides the look and feel of the Salesforce Lightning Experience. It provides an enhanced functionality wherein you can upload or drop attachments as files. However, the dynamic field rendering feature and lookup filters will not be applicable. 

To configure the component, perform the following steps:

1. Drag the Submit Ticket component on the Experience Builder.
   

2. (Optional) Enter the following design attributes as required.
   
   
   

   Note

   The changed label name will not be localized.

3. (Optional) Click Preview, to view the configured component on the Experience Cloud site page.
4. Click Publish.
5. In the Publish Your Experience popup window, click Publish.

6. Click Got it.

   Note

   • For customer or partner community user, the Request For field displays Experience Cloud site members that are available below the Role Hierarchy. 
     Whereas, for Salesforce internal users, the Request For field displays Experience Cloud site members based on the administrator's configuration.
   • If a member is not part of the Experience Cloud site, the name will not be listed in the Request For dropdown while submitting a ticket.

Configuring the Service Catalog component

Experience Cloud site users can submit service requests from Experience Cloud site to Helix Remedyforce when the administrator configures the Service Catalog component. 

This Lightning Web Component provides the look and feel of Salesforce Lightning Experience. Using this component, the Experience Cloud site users can view the service catalog with service requests for a specific category. However, the lookup filters are not applicable here. 

Consider the following about this component:

• The component lists only those SRDs that are active and entitled to the current users' accounts, or the users' profiles / permission sets.
• The Category dropdown displays all the categories that contain Active and Online SRDs.
• The alphabetically sorted top 5000 categories are listed in the dropdown, sorted by the category name.
• If you configure the value as None for the Category field, the configured common SRDs will be listed. 
  These common SRDs are sorted based on their configured display order.

• The displayed SRDs are sorted based on their Title and in an ascending order.

• The header separator in the form's input sections will always be in an accordion pattern. The separators such as line or bar selected while configuring the Request Definition from Remedyforce Administration are not applicable for this component.  
• On the Service Request Details form, you will not see distinct section separators for Request Details, Incident fieldsets, and Input fields. The line separators will be seen for individual fields only. 
• When you submit a service request on behalf of another user, the phone number and email of that other user are displayed on the Service Request form. 
  However, they are displayed only if those contact details are shared by the other user under Setup > Platform Tools > Feature Settings > Digital Experiences > All Sites  > Community URL > User icon > My Settings > Profile Visibility. 
  For more information, see Share Personal Contact Information Within Communities .

• The Request For dropdown on a service request or ticket form lists users who are from the same account as of the logged-in user and are below in their role hierarchy.

The service request definitions (SRDs) tiles from the catalog are displayed on the experience builder as follows: 

To configure the component, perform the following steps:

1. Drag the Service Catalog component on the Experience Builder.

2. (Optional) Enter the following design attributes.
   

   

   1. Title: Enter the required title. It will override the default title. 
      
   2. Category: Select a category for which you want to display service requests. 
      
   3. Number of Rows: Select the number of rows to be displayed in the catalog. By default, three rows are displayed. 
3. (Optional) Click Preview, to view the component that you configured on the Experience Cloud site page.
4. Click Publish.
5. In the Publish Your Experience popup window, click Publish.
   
6. Click Got it.

Configuring the View Requests component 

Experience Cloud site users can view tickets and service requests submitted from Communities to BMC Helix Remedyforce. This is enabled when administrators configure the View Requests component.

This Lightning Web Component provides the look and feel that of the Salesforce Lightning Experience.

The functionality is similar to the View in My Activity tile in Self Service 3.0. On viewing a ticket or service request, users can add attachments and notes. Also, to support alignment needs, this component provides layout configuration options as well.

Consider the following about this component:

• The setting Enable filtering of Tickets and Requests by under Remedyforce Administration > Configure Self Service > Incidents will be applied to filter tickets by State or Status.
• The setting Allow clients to add notes to their incidents under Remedyforce Administration > Configure Self Service > Incidents will be applied.

• You can configure the fields to be displayed for every ticket or service request tile by configuring the fieldset View Tickets and Service Requests.

• We recommend to not add Rich Text Area fields in the Compact layout.
• Community Plus and Partner Community users are external users. Files attached to their tickets by staff members are not shared with them.
  However, Platform users such as clients are internal users. Hence, files attached to their tickets by staff members are shared with them. 

The tickets and service requests are displayed on the experience builder as follows: 

To configure the component, perform the following steps:

1. Drag the View Requests component on the Experience Builder.

2. (Optional) Enter the following design attributes as required.
   

   

   Based on the available section size on the Experience Builder, select the layout:

   1. Full: Use this layout to display the My Requests dropdown, search box, filter menu, and ticket timeline with the list of tickets and service requests.
   2. Compact: Use this layout to display only the My Requests dropdown with the list of tickets and service requests. Note that, this layout is apt when the component is added to a sidebar. 
      

3. (Optional) Enter the Number of Records to be displayed in the list.

4. (Optional) Click Preview, to view the components that you configured on the Experience Cloud site page.
5. Click Publish.
6. In the Publish Your Experience popup window, click Publish.
7. Click Got it.
   
   

Self Help Articles component

You can view self-help articles module from any of the Salesforce application by configuring the Self Help Articles component. 
To configure the component, perform the following steps:

1. Drag the Self Help Articles component on the Experience Builder.
2. (Optional) Enter the title for the Self Help Articles component.
3. (Optional) From the Category picklist, select the required category.
4. (Optional) Enter the number of articles to be displayed on the form and click Save.
5. (Optional) Click Preview, to view the components that you configured on the Experience Cloud site page.
6. Click Publish.
7. On the Publish Your Experience popup window, click Publish.
8. Click Got it.

Configuring Service Requests (Deprecated) component 

You can raise a service request from any of the Salesforce application by configuring the Service Request (Deprecated) component. 
To configure the component, perform the following steps:

1. Drag the Service Requests (Deprecated) component on the Experience Builder.
2. (Optional) Enter the title for the Service Request component.
3. (Optional) From the Category picklist, select the required category.
4. (Optional) Enter the number of services to be displayed on the form and click Save.
5. (Optional) Click Preview, to view the components that you configured on the Experience Cloud site page.
6. Click Publish.
7. On the Publish Your Experience popup window, click Publish.
8. Click Got it.

Editing components on the Experience Cloud site page

To edit component on the Experience Cloud site page, perform the following steps: 

1. Navigate to Setup > Platform Tools > Feature Settings > Digital Experiences > All Sites.
2. Click Builder for the required community.
   
   

Configuring Customer Community Plus user

To configure Customer Community Plus user, perform the following steps: 

1. Navigate to All tabs > Contacts, and click New.
2. Enter the name and select the account name of the user in the respective fields.
3. Click Save.
4. Go to Setup > Users and check if any role is assigned to the user. 
5. On the new contact created page, click Manage External User and select Enable Customer User.
6. In the Email field, enter the email address and click Save.
7. In the Permission Set Assignments section, click Edit Assignments.
8. Add ServiceDesk Client permission in the Enabled Permission Sets list box.
   The user receives a link to login to the Experience Cloud site page and access the component.

Caveats

The following caveats are applicable for the new Lightning component only and not for the old Aura component:

• For the service requests component, you cannot drag and drop images from your computer to rich text input fields in service requests.
• Instead of displaying the tooltip text, the value of the Header Section field is displayed as a tooltip while submitting a service request.  It is a known behaviour relevant to the Salesforce platform. For more information, see  Salesforce help .

• When you configure components such as Service Catalog, Service Requests (Deprecated), and Self Help Articles on the Experience Cloud Sites builder or Lightning App builder, consider the following: 
• A default of 5000 categories are available for configuration in these components. However, the administrator can increase the default category limit by creating the LWCDesignAttributeQueryLimit custom setting from Setup > Custom Settings > Remedyforce Settings and set the required value. For more information, see Managing custom settings. 
• Thus, if the organization has less than or equal to 5000 categories, all the categories shall be listed when configuring the components, irrespective of the custom setting being created. 
  Whereas, if the organization has more than 5000 categories, the administrator can create the custom setting for the required number of categories to be listed when configuring the components.

Related Links

Configuring components on Lightning Pages

Configuring lightning components

Troubleshooting issues related to Experience Cloud Site and Lightning page components

Managing custom settings