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paul.mcgurn
Chatter Answers vs. PKB
I've been struggling to deliver a (good) user experience on an existing Force.com Sites implementation where we want to add in a public knowledge base. So far, I've hit roadblock after roadblock in being able to do this without doubling the administrative burden in managed FDC administration. Here's where I'm at, I'm hoping I'm just missing something trivial and not multiple design flaws:
PKB
Chatter Answers in a public Force.com site
PKB
- PKB doesn't seem to be supported any more. It's an unmanaged package, which means that even if there we updates, they are extremely hard to integrate into a custom-styled FDC website.
- PKB will not render articles if it is configured to use a Force.com site with a URL Rewriter. It uses an undocumented page renderer/API to render the articles. This means that you would have to put PKB in a separate FDC Site if your main site requires the use of a URL Rewriter (and many do, for SEO).
Chatter Answers in a public Force.com site
- The administrative setup for this was atrocious. Back and forth over dozens of Setup Area UI screens, some of which had to be visited/edited multiple times just by following the implementation guide from top to bottom. And that's after already having set up all the the Knowledge dependencies while implementing PKB in the same SF Org.
- When enabling a Chatter Answers zone to "bind" to a Force.com site, it actually creates a NEW Force.com site loosely tied to the original one. The issue with this approach, is that it requires a different cookie domain (which breaks transitioning logged in users in and out of the Chatter Answers pages). It also requires the admin to set up identical settings for the main FDC Site AND this newly created site, including the FDC Site Settings, Public Access Settings, Login Access Settings, etc. Nightmare.
PKB is supported by Salesforce.
(https://appexchange.salesforce.com/listingDetail?listingId=a0N300000059QxXEAU)
As it's unmanaged package, you can do customizations as per your requirements.
Chatter Answer setup:
https://help.salesforce.com/HTViewHelpDoc?id=questions_portal_setup_sites.htm&language=en_US
Thanks,
Pratik
I feel your pain, after deploying multiple communities that have implemented both the PKB, and Chatter Answers, it is a difficult toss up. Short answer, roll your own. if you have a Force.com site being run by VF pages, go ahead and create the necessary pages to display your article and category lists using the <knowledge: VF elements available. If you have concerns on how to display a proper navigation based on the Data Categories, I acutally had to create a JSON output representing the Categories in my Page Controller, and then on the front end, I used a Javascript library (pick one - javascript, angularJS - whatever) to render the navigation dynamically from the JSON String exposed as a public variable. Below is a sample of code I used to do that.... took me a minute to figure it out....
As far as the chatter Answers portion of the Communities, I simply used the <chatteranswers: elements which work pretty well and stay self contained. My only warning on using these elements is that sometimes your page formatting can screw up these displays, so be careful about your CSS structure. Jsut remember that in using these elements, the documentation says pass in the communityId, but you must pass in the ZONE ID of the Zone assigned to the Community.
Why use both? Because Answers has the unique benefit of providing users the capability to ask a question to the community, if they can't find it in the Knowledge or if it already hasn't been asked. Knowledge however, can be much more structured that Answers. My clients wanted the best of both worlds.
You final option would be to utilize the Site.com 'Community Templates' offered in the new Spring '15 implementations of Communities. They are very nice - and offer great examples of a SPA App (Single Page Application) - but they ARE NOT MODIFIABLE - that sucks... Great examples though of what cold be put together with some ingenuity.
Hope this helps. You question is kind of subjective, but if I was able to answer your questions, please mark this reply as 'Solved'.
Thanks!