System Admin Guide

This guide is intended to lead you through the steps you need to take before activating Chatter, and then familiarize you with engagement campaigns to attract and maintain users.

How successful companies use Chatter.

Not sure how to use Chatter? Check out these examples to see how this powerful tool can help with business collaboration, sales, customer service, marketing, and mobile applications.

Use Cases

Steps for a smooth rollout.

Here's all you need to know to work up to and beyond the launch of Chatter at your company.

Rolling out steps

API/Advanced user info.

Get advanced system admin information here, including the integration of APIs.

Use the Chatter Community to learn about advanced features and capabilities.

API/Advanced User Info

Get the Mobile App.

Download the Salesforce1 Mobile App and benefit from all the same features you have on your desktop's browser version.

Mobile App

FAQ

How much does Chatter cost?

Chatter is included at no extra cost for all editions. Chatter is also available to non-Salesforce users for $15/user/month. This paid Chatter license includes the Salesforce content library, the ideas and answers features of Salesforce CRM, read-only access to accounts and contacts, and the Force.com platform.

What does Chatter mean for my users?

Chatter will help them collaborate on deals and projects. Because it automatically pushes updates to users, they’ll always know what's happening with important deals, projects, and information.

How much work is it to turn on Chatter and administer it?

Once you turn on Chatter, create tabs in the application, and enable records for users to follow, it's no extra work for you. Chatter will not affect your customizations and it works with the same security rules that govern the rest of your Salesforce org.

Can I set up Chatter for just a few of my users to try it out?

No. Because Chatter is an org-level switch, you have to turn it on for everyone or for no one. Chatter is much better with everyone using it to share knowledge, expertise, and content.

What are some of the ways that businesses are using Chatter?

Every day, we hear more great examples of how our customers — and even our own employees — are using Chatter. Generally, people are using Chatter to stay on top of what’s happening at work, share files, work more closely with each other, find internal experts, and reduce email traffic. More detailed examples include:

When a new competitor enters the market, a cross-functional team uses a Chatter group to share findings and tools to help beat the competition.

A sales manager gets new insight into her team’s activities and can follow key opportunities so she always knows when something changes on an important deal.

A customer service rep is on the phone with a customer and needs ideas to solve a new problem that doesn’t have a solution in the knowledge base yet. Within minutes of posting to a group on Chatter, several people chime in with suggestions.

A sales rep is looking for an inroad at a large company. After posting on Chatter, he discovers that one of his colleagues is an old friend of one of the company’s top executives.

When a marketing manager makes a major change to a popular product datasheet, she posts the document to the feed of a sales VP, knowing that most of the sales team follows her and will see the new version.

How does Chatter work with integrations with other apps?

Chatter will not break any of your customizations.

Does Chatter impact Salesforce performance?

Chatter will not impact the performance or uptime of your Salesforce org. You can check out security, privacy policies, and system performance at trust.salesforce.com.

What’s the most important thing I need to tell my users?

Stress that Chatter is a business application that’s completely private and secure, and that is to be used only for business purposes. Remind users not to post anything they don't want their managers to see. The Chatter etiquette link lists specific do's and don'ts.

What are Chatter customer groups?

Customer groups are private and secure Chatter groups where users collaborate with individuals outside their organization, such as prospects, customers, and partners. Now users can stop trying to collaborate over email and start sharing files and conversations in customer groups.

What are customer invitations?

Customer invitations give users the ability to invite external users into private, secure Chatter customer groups. Administrators can enable customer invitations by profile.

Do external users have access to CRM data?

No.

What can external users see in a customer group?

External users can only see the conversations, files, and people inside the customer groups to which they are invited. External users are unable to see other groups or information not explicitly shared within the customer group.

What if I want to remove certain external users from a customer group?

Group owners manage group membership and attrition. Owners choose which external and internal users are given permission to participate in a group and access files, documents, and conversations within it.

How much do customer groups cost?

Customer groups are now free indefinitely, and each org is automatically provisioned with 500 free external users. If you want more, just log a ticket via support with a business justification.

Can I enable customer invitations now?

Yes. A Salesforce administrator must follow these steps: Click Your Name > Setup > Customize > Chatter > Chatter Settings > Edit Select Allow Customer Invitations. Deselecting this button turns off customer invitations. Click Save.

Note: Turning off customer invitations won’t delete existing customers or groups that allow customers. Additionally, administrators can still create customer users in Name > Setup > Manage Users > Users.

Are there additional resources for admins?

Check out the link for Help & Training.

Where can I go to learn about new Chatter features?

Visit our release website.

Questions? Our reps have answers.

You don’t learn everything in life by reading a manual. Sometimes it helps to get a helping hand. If you have questions about products, implementation, integration, or anything else, give us a call. Our highly trained reps are standing by, ready with answers.

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