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Partner Community Administrator User Guide

Knowledge Article Number 000231416
Description This document highlights some of the functions a Partner Community administrator will perform as well as tips on managing Partner Community users.

Important concepts in the Partner Community
A valid Partner Community username must be an active Salesforce username belonging to a Salesforce org you, the partner, own. You may not use Salesforce usernames which belong to orgs shared by other partners and/or with Salesforce. For example, you cannot user your user@partnertraining.com username because this Salesforce username belongs to a shared org owned by Salesforce and not you. Sandbox usernames are also not allowed.

When you are set up for the Partner Community, you are tying the Salesforce username and org to a specific partnership. If you have a new employee who was previously employed by a partner and had Partner Community access with them, they will need to start over with new credentials, because the old credentials are tied to their old partnership. 

A lot of the content on the Partner Community does not require a user to be logged in. Some users may think they have access to the Partner Community, but does not. Please make sure to add all your users to the Partner Community, the full list of users in your Partner Community can be found in the "Manage Users" tab, once authenticated in.

Some of the tasks covered in this document includes:
- How to invite a user to join the Partner Community.
- How to troubleshoot invitation issues. 
- How to provide additional permissions to a user.
- How to revoke a user's access to the Partner Community.
- How to restore access for a revoked user in the Partner Community.
- How a user can change their Partner Community username.
- If a user can no longer access their Salesforce org, can they still access the Partner Community?
- I have a user who had Community access with their old company, can s/he move their Chatter data to their new username?
Resolution How to invite a user to join the Partner Community

To invite users to join the Partner Community, log into the Partner Community, then navigate to the Manage Users tab. From this page, you have the option to manage your users and send an invitation to a colleague and invite them to join your Partner Community. 

Since Partner Community usernames require Salesforce usernames as logins, please ensure the user is first set up with a Salesforce username before sending an invitation to avoid confusion for them.


How to troubleshoot invitation issues

New users are given an option to either "Join as a New User" or "Connect existing Partner Portal credentials". If you are setting up a new user, please instruct your colleague to select the "Join as a New User" option. 

The "Join as a New User" option will only show up for the user if they clicked the unique URL from the invitation email you sent them. Users may have forgotten their Salesforce username, closed the browser to find it, then opened up a new window and navigated to partners.salesforce.com. They will not get the "Join as a New User" option and therefore get stuck. Make sure your user did not fall down this path.

The "Join as a New User" option only shows up when clicking from the unique URL because the system can identify which partnership to hook the new user up to. If a user is trying to sign up directly from partners.salesforce.com, the system does not know which partnership to tie the user to.

If the user runs into an error message of some, log a case and provide the following information: the Salesforce username of the user, the exact steps you and the user took, a screenshot of the error message.

How to provide additional permissions to a user
From the "Manage Users" tab, check the appropriate boxes next to the user's name to grant them access to different features. Here is a list of all the features and what they control:

Manage User: 
Invite new users, assign permissions, or revoke access for users.
Manage Listings:
Create and edit AppExchange listings and view related analytics.
Manage Cases:
Manage support cases reported by others in your organization.
Manage Leads:
Manage leads created by others in your organization.
Manage Opportunities:
View all opportunities for your organization.
Manage Projects:
Manage projects created by others in your organization.
Manage Partnership:
View Consulting Partner Program Status and Certifications pages to manage your partnership with Salesforce.
Invite new users, assign permissions, or revoke access for users.

How to revoke a user's access to the Partner Community
From the "Manage Users" tab, find the user you wish to revoke and hover over their details. A blue 'X' will appear on the right of the user's permissions when hovering. This will remove the user's access and prevent him or her from entering the Partner Community.


How to restore access for a revoked user in the Partner Community
You will need Salesforce Partner Support to action, Salesforce Partner Community administrators cannot un-revoke the user. Please log a case and provide the Salesforce username of the user who was revoked to make this request. 



How a user can change their Partner Community username
Note, changing Partner Community usernames will remove the user's Chatter data in the Partner Community, however all cases, projects, opportunities, and leads will transfer over.

This process will require Salesforce Partner Support. Please log a case and provide the user's current Salesforce username as well as the new Salesforce username they wish to use.

If a user can no longer access their Salesforce org, can they still access the Partner Community?
Partner Community usernames are not created specifically for the Partner Community, they are borrowed from a Salesforce username. This reduces the amount of unique usernames a partner has to keep track of while running their business. If the Salesforce username is tied to an org which has been put into a hold or lock status, the user would not be able to access their Salesforce org. Consequently, they will not be able to access the Partner Community with the same username. 

You will need to help the user resolve their login issue to the org, which will then also allow the user to access the Partner Community.

I have a user who had Community access with their old company, can s/he move their Chatter data to their new username?
A user who has switched companies needs to get set up as a new user, they cannot take their old Chatter data or any other data with them to a new company.




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