# Vendor facets — Salesforce, Service Cloud / Experience Cloud help centers ONLY (not the Salesforce
# platform, its APIs or its other clouds). Experience Cloud's Help Center and Customer Service
# templates publish Salesforce Knowledge articles, Chatter Questions community and case submission on
# a custom domain. Headline: one 2-point pointer check (support_channel, ~45% catalog pass rate, not
# saturated); getting-started and auth only where the provider writes them as Knowledge articles.
# Not detectable: no registry key fingerprints an Experience Cloud help center today.
vendor: salesforce
name: Salesforce (Service Cloud / Experience Cloud help centers)
website: https://www.salesforce.com
areas:
- support
registry_keys: []
rubric_schema_version: 0.22.0
generated: '2026-09-25'
features_refreshed: '2026-09-25'
basis: capability
summary: >-
  As a help-center host, Salesforce earns a provider one check: a declared Experience Cloud help center
  or community is a support channel, 2 points in developer ergonomics. Knowledge articles there can carry
  a getting-started guide and an authentication page only if the provider writes and declares them. The
  sites are JavaScript-rendered Lightning apps, so a plain fetch of an article sees an app shell, and
  there is no llms.txt or Markdown copy to fall back on. The catalog has no fingerprint for these sites,
  so the profile stays capability-only.
features:
- id: help-center-template
  name: Experience Cloud Help Center template
  description: >-
    Public, guest-accessible self-service site exposing the Knowledge articles the provider chooses to
    share, with search, topic catalog and contact-support pages.
  source: >-
    https://help.salesforce.com/s/articleView?id=experience.networks_help_center_template.htm&language=en_US&type=5
  tier: enterprise
- id: customer-service-template
  name: Customer Service template with Chatter Questions
  description: >-
    Self-service site where users post questions to the community, read Knowledge articles and open cases.
  source: >-
    https://help.salesforce.com/s/articleView?language=en_US&id=experience.siteforce_commtemp_intro.htm&type=5
  tier: enterprise
- id: experience-custom-domain
  name: Experience Cloud custom domain
  description: >-
    Serves Experience Cloud sites on a domain the provider owns, several sites per domain through custom
    paths; Enterprise, Performance and Unlimited editions.
  source: >-
    https://help.salesforce.com/s/articleView?language=en_US&id=experience.networks_custom_domain.htm&type=5
  tier: enterprise
maps:
- feature: help-center-template
  check: support_channel
  layer: composite
  credit: 1.0
  provider_must: >-
    Declare the site in apis.yml common[] as HelpCenter, Support or Community. Binary: a help center plus
    a Chatter Questions community still earn 2 points.
  catalog_pass_rate: 0.45
  facet: developer_ergonomics
  points: 2
  baseline_pass_rate: 0.69
- feature: help-center-template
  check: getting_started_present
  layer: composite
  conditional: true
  condition: >-
    Only if the provider writes a getting-started guide for its API as a Knowledge article and declares
    it as GettingStarted.
  provider_must: Write the article and declare its URL as GettingStarted.
  catalog_pass_rate: 0.206
  facet: developer_ergonomics
  points: 5
  baseline_pass_rate: 0.636
- feature: help-center-template
  check: authentication_documented
  layer: composite
  conditional: true
  condition: >-
    Only if the provider documents its API authentication in a Knowledge article and declares it as Authentication.
  provider_must: Write the article and declare its URL as Authentication.
  catalog_pass_rate: 0.368
  facet: developer_ergonomics
  points: 5
  baseline_pass_rate: 0.94
  saturated: true
  saturated_note: >-
    94% of providers with a contract, docs and a reference already earn this; the vendor cannot move it
    for most of its buyers.
earns_nothing:
- feature: customer-service-template
  check: support_channel
  why: The Chatter Questions community is a second route to the same binary 2-point check.
- feature: experience-custom-domain
  why: No check reads the host of a support pointer.
out_of_reach:
  checks:
  - llms_txt_published
  - status_page_present
  - change_log_present
  - contract_present
  - api_reference_present
  note: >-
    Experience Cloud help centers generate no llms.txt or Markdown twins (help.salesforce.com/llms.txt
    answered 401 on 2026-09-25), and the help-center role produces no status page, contract or reference
    for the provider's API. Salesforce's platform APIs are out of scope for this profile.
surface:
  developer_ergonomics:
    reachable: 12.0
    total: 42
  agent_readiness:
    reachable: 0
    total: 139
hard_rule: >-
  A model, not a score. Adopting this vendor changes a provider's Kin Score only when the provider publishes
  the resulting artifacts on its own surface; nothing here writes a score, and no sponsorship or partnership
  can.
method: searched
source:
- >-
  https://help.salesforce.com/s/articleView?id=experience.networks_help_center_template.htm&language=en_US&type=5
- >-
  https://help.salesforce.com/s/articleView?language=en_US&id=experience.networks_custom_domain.htm&type=5
- >-
  https://help.salesforce.com/s/articleView?language=en_US&id=experience.siteforce_commtemp_intro.htm&type=5
measured:
  cohort:
    method: vendors-catalog.json detections (CNAME / header / URL shape / markup), never a name match
    detected: 0
    in_baseline: 0
  control:
    basis: providers earning contract_present + documentation_present + api_reference_present, minus the
      cohort
    n: 5216
  metric: >-
    cohort_pct / control_pct = mean share of the check's points earned (derived and platform credit weighted),
    x100
  measured_on: '2026-09-25'
  status: 'not measurable: 0 detected customers clear the baseline (need 20)'
simulation:
  simulated_on: '2026-09-25'
  rubric: 0.23.0
  population: providers publishing a contract (contract_present earned), replayable exactly
  providers: 8977
  providers_unreplayable: 987
  providers_moved: 3995
  conditional_rows: excluded (they depend on what the API already does)
  composite_lift:
    median: 0.0
    p75: 0.9
    p90: 1.0
    max: 1.0
    mean_among_movers: 0.9
  agent_readiness_lift:
    median: 0.0
    p75: 0.0
    p90: 0.0
    max: 0.0
    mean_among_movers: 0.0
  facet_lift_median_among_movers:
    developer_ergonomics: 4.8
  composite_band_moves:
    thin -> developing: 217
    emerging -> thin: 66
    developing -> strong: 34
    strong -> exemplar: 8
    minimal -> emerging: 1
  agent_readiness_band_moves: {}
  method: >-
    each provider's own kin/checks file, the vendor's maps at their stated credit, the scorer's composite
    formula; from -> to, nothing written