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Customize Recommendations in Experience Cloud Sites
Create recommendations to drive engagement for your Experience Cloud site, encouraging users to watch videos, take trainings, and more. Target specific audiences and use channels to specify locations for the recommendations.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Essentials, Enterprise, Performance, Unlimited, and Developer Editions |
| User Permissions Needed | |
|---|---|
| To access Experience Workspaces or Experience Management: | Manage Experiences OR Create and Set Up Experiences |
- In Experience Workspaces, select Content Management | Recommendations.
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Select Default Channel or one of the custom channels.
A channel is a way to group recommendations together so you can determine where they show up in the site.
- Default Channel
- Recommendations in the default channel appear in predefined locations, such as the Home and Question Detail pages in Customer Service and Partner Central templates.
- Custom Channel
- You choose the pages where you want these recommendations to appear. In Experience Builder, add the Recommendations Carousel component to the page where you want the recommendation to appear. Use the property editor to specify the custom channel with the recommendation.
- Using a custom channel, you could surface a recommendation to review specific knowledge articles on a product description page to guide customers to more information.
If you want to change the channel of a recommendation, delete the recommendation and recreate it in a different channel.
- Click New.
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Complete the following fields:
- Name—Enter a name for the recommendation. This name doesn’t appear in the site.
- Image—Click Upload Image to include an image with your recommendation.
- Title—Optionally, enter header text that appears above the image.
- Description—Enter detailed text that suggests what users can do.
- Button text—Enter a label for the button in the recommendation.
- https://—Enter the URL that the button opens.
The URL can contain context variables to pass information about the user who clicked the recommendation and the context in which it was clicked. For example, include a
{!userId}context variable in your URL, https://www.example.com/doSurvey?userId={!userId}. When a user clicks the button in the recommendation, Salesforce sends the ID of that user to your server in the HTTP request.Recommendations support these context variables.
Context Variable Description {!actionLinkId}The ID of the recommendation link that the user clicked. {!actionLinkGroupId}The ID of the recommendation link group containing the recommendation that the user clicked. {!communityId}The ID of the site in which the user clicked the recommendation. The value for your internal Salesforce org is the empty key, "000000000000000000".{!orgId}The ID of the org in which the user clicked the recommendation. {!userId}The ID of the user that clicked the recommendation. - Audience—Select an audience for the recommendation. If
you don’t select an audience, all members of the site see the recommendation.
Tip To create an audience that appears in this dropdown list, in Experience Workspaces, select Content Management | Recommendations | Audiences. Click New. - Enabled—If checked, this recommendation is active and appears
in sites.
The Recommendations Carousel displays your custom recommendations and also displays system-generated topic recommendations for your site.
After a site member clicks or dismisses a recommendation, it no longer appears for that member.
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Click Save.
So that users don’t see the same recommendations all the time, Salesforce periodically removes and brings back custom recommendations that haven’t been accepted or dismissed.
- Create Audiences for Your Recommendations
Create audiences of new members or use the API to manage customized lists of audience members for your custom recommendations.
