1. Open Community Workspaces orCommunity Management.
2. Select Administration | Preferences.
3. Select Gather Community 360 data.If you don’t see the Community 360 option, it hasn’t been enabled. Contact Salesforce Customer Support to enable it.
4. Click Save.
5. Assign the View Community 360 profile permission to the customer support profiles that require it.
6. If you’re using Salesforce console in Lightning Experience, open Lightning App Builder and simply drag the Community 360 component to any case or contact page layout.
7. If you’re using Salesforce console in Salesforce Classic, add the Community 360 component by placing its Custom Console Component on the contact or case page layout. We recommend placing the component in the left sidebar, stacked, with a 400 pixel width. Your support agents see if the customer has opened a case, and which articleshave been viewed in a community directly in the Service Console app.NoteCommunity 360 checks the following: cases viewed, articles viewed, article votes, posts made, and posts viewed.Community 360 data is stored in the NetworkUserHistoryRecent object. API access to the object is limited to users with the “Modify All Data” permission.Community 360 is not available in sandbox environments.
8. Community 360 checks the following: cases viewed, articles viewed, article votes, posts made, and posts viewed.
9. Community 360 data is stored in the NetworkUserHistoryRecent object. API access to the object is limited to users with the “Modify All Data” permission.
10. Community 360 is not available in sandbox environments.