Provide Self-Service in an Experience Cloud Site

To set up a new site, head over to Service Setup. From the Service Setup home page, click Get Started under the Experience Builder Site Setup tile. Service Setup isn't available in orgs created in Spring '26 or later.

The setup flow builds your site with the Customer Service template. In the setup flow, you name your site, create the URL, add navigational and featured topics, and assign articles to topics. At the end of the flow, you can opt to set up other features or access helpful setup topics. When you're done, you can preview your site with co-workers before it goes live.

Note Set up Lightning Knowledge before going through the Experience Builder Site Setup flow. If Knowledge isn't enabled before you start the Experience Builder site setup, the flow doesn't create data categories.

After you create a site, you can customize it with branding and components in the Experience Workspaces.

• Let Customers Create Contact Requests
  Respect your customers' time by giving them a web form where they can ask support to contact them. Then, route contact requests to service reps in the Service Console.
• Add a Channel Menu to Your Site
  Add a menu of communication options to your website or Experience Builder site so customers can choose how they contact you. For example, show a menu with four options: Chat, WhatsApp, Text, and Call. Inquiries sent via the channel menu are routed to your support team according to your routing preferences.