Chatter Administration for Lightning Experience

Get Started with Chatter

• System-generated posts about record updates are called “Feed Tracked Changes,” or FTCs
• Chatter email settings can be modified from Setup > Quick Find > Email Settings
• Chatter is a Salesforce collaboration tool to help users work efficiently across the organization regardless of role or location
• To help users stay on top of important discussions without being overwhelmed by email, Salesforce recommends notifying a user when someone mentions them in a post or a comment or posts to their profile.

Work with Chatter Groups

• Groups are the main collaboration space in Chatter.
  • Groups can be Public, Private, Unlisted (invitation only and don’t appear in lists/search results), or Broadcast Only (make announcements only)
  • Groups can be organized around projects, topics, or business lines, for example. Example groups:
    • All Company (public—internal facing)
    • [Project Name] Team (private)
    • Competitive (public—internal facing)
    • Product Feedback (public)
    • Marketing (private)
    • Sales (public—internal facing)
    • [Customer Name] Meetings (private)
    • [Department Name] Policies (broadcast—internal facing)
• Accessible from the Groups tab in Salesforce
  • Each group has an auto-generated Group Email that users can use to post to the group feed through email.
• Groups have a “Group Layout” page layout similar to record page layouts. Access and modify via: Setup > Quick Find > “Group Layout”
• Group Managers have the same rights and privileges as the Group Owner

Enable Feed Tracking

• Feed Tracking is a way of seeing changes to records that users follow. Many objects are tracked by default, and any object can be added.
  • Feed Tracking must be enabled for an object for Chatter to be available to it. The only exceptions to this rule are Group, Site, and User objects.
  • Up to 20 fields/object can be tracked, but tracking too many will create too much noise in users' feeds.
• Enable Feed Tracking via Setup > Quick Find > Feed Tracking
• Feed Tracked Changes are bundled together when at least three FTCs with the same parent ID are formed within a specified time. The default is 1440 minutes.

Approve Records from a Chatter Feed

• Approval Requests can be tracked in Chatter. Enabling this should be done in the following series of steps:
  1. Enable approval requests in Chatter. Setup > Chatter Settings > Allow Approvals checkbox
  2. Create an approval post template. Setup > Quick Find > “Post Templates” > Post templates
  3. Create an approval process.
  4. Enable feed tracking.
• Post Templates help to standardize approval posts that appear in Chatter

Develop a Rollout Strategy

• For many companies, Chatter represents a cultural shift and requires champions at all levels of the organization to make adoption a success.
  • Salesforce recommends these champions include: Executive Sponsor, Evangelist, Community Manager
• Example Chatter use cases:
  • All-Hands Chatter group
  • #CorporateGoals Chatter topic
  • A series of quick polls to gauge employee reaction to a company directive
  • A Competitive Strategy Chatter group where you can share insights on your competitors
  • An Event Planning Chatter group where you can collaborate while planning a department event
• Reference other best-practices for Chatter rollout here
• Download Salesforce Chatter dashboards to monitor adoption
• A Chatter launch plan should include advertising and explaining Chatter to your users so they get excited about what’s coming.
• A profile-based Chatter deployment can be useful to larger organizations because it allows for a controlled, department-by-department deployment.
  • Involves controlling access by profile or permission set