Configuring Lightning components on community pages

Lighting components can be added on the community pages, so that users can directly submit and view tickets, raise 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 community page as required. 

Prerequisites

• You need to navigate to Setup > 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 > App Setup > Customize > Communities > Communities Settings.
2. On the Communities page, select the Enable Community Workspaces check box.
3. In the Domain name field, enter the domain name for the community and click Check Availability.
4. Click Save.
   
   

Configuring communities

To configure communities, perform the following steps: 

1. Navigate to Setup > App Setup > Customize > Communities > All Communities.
2. Click New Community.

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 community.

   Note

   Do not enter URL in the URL field.

6. Click Create.
7. Click Administration.
8. Click Activate Community.
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 community 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 community 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.
    You can configure the following components:

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

Configuring the Submit Ticket (Deprecated) component

You can submit a ticket from any of the Salesforce application by configuring 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 Community page.
5. Click Publish.
6. On the Publish Your Community popup window, click Publish.

7. Click Got it.

   
   

Configuring the Submit Ticket component 

You can submit a ticket from Communities to BMC Helix Remedyforce by configuring 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.

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

   

   Note

   The changed label name will not be localized.

2. (Optional) Click Preview, to view the configured component on the Community page.
3. Click Publish.
4. In the Publish Your Community popup window, click Publish.

5. Click Got it.

   Note

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

Configuring the View Tickets component

From Communities, you can view tickets submitted to BMC Helix Remedyforce by configuring the View Tickets 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, users can add attachments and notes. To support alignment needs, the component provides layout configuration options as well.

To configure the component, perform the following steps:

1. Drag the View Tickets 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 Tickets dropdown, search box, filter menu, and ticket timeline with the list of tickets.
   2. Compact: Use this layout to display only the My Tickets dropdown with the list of tickets.
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 Community page.
5. Click Publish.
6. In the Publish Your Community popup window, click Publish.
7. Click Got it.
   
   

Configuring Service Requests component

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

1. Drag the Service Requests 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 Community page.
6. Click Publish.
7. On the Publish Your Community popup window, click Publish.
8. 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 Community page.
6. Click Publish.
7. On the Publish Your Community popup window, click Publish.
8. Click Got it.
   
   

Editing components on the community page

To edit component on the community page, perform the following steps: 

1. Navigate to Setup > Communities > All Communities.
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 community 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. This issue occurs when Salesforce Spring 21 is rolled out to your production environment. 
  
  

Related Links

Configuring components on Lightning Pages

Configuring lightning components