Salesforce Experience Cloud: Build, Connect, and Grow

Salesforce Experience Cloud (Community Cloud) is a digital experience platform. It was released in 2014 and built on the Customer 360 platform. With Salesforce Community Cloud, you can build online communities for partners, or employees. And you engage better with your audiences. Experience Cloud is used to create communities, portals, and forums. Businesses use Experience Cloud to create branded digital experiences. Community Cloud caters to customers but can also serve partners and employees.

What is Salesforce Experience Cloud?

It is a Cloud-based platform that helps businesses link clients, partners, and employees. It allows us to securely exchange information and documents. This portal software allows users to share data in real time and on any mobile device.

Salesforce Experience Cloud emperors companies to create communities for customers and:

Build stronger relationships,
Respond to their questions in time,
Provide more personalised customer service.

Within the Salesforce Experience Cloud, you can connect with external partners or independent agents. Salesforce Experience Cloud is the digital experience platform (DXP). it ensures seamless integration with any solution in the Salesforce ecosystem.

Experience Cloud is very flexible. It can be mixed with a website, a Salesforce product, or a third-party system. As a result, it makes data flow much more centralised and increases productivity.

Salesforce Experience Cloud VS Community Cloud:

The most common question asked is if Experience Cloud from Salesforce is the same as Salesforce Community Cloud. In short, yes, both of them are the same. In 2010, Salesforce launched a brand-new product for efficient collaboration. The platform is known as “Chatter”.

Only four years later, the company created a full-fledged product site – Community Cloud. It housed functionality to build portals (Salesforce Portals). It also helps to build websites, and knowledge centres, which already include Chatter.

Later, in 2021, Salesforce renamed Community Cloud to Experience Cloud. It highlighted that it had outgrown the concept of “a platform for communities”. Now it focuses on creating a better digital experience.

Key Salesforce Experience Cloud Features:

According to the Salesforce report, Experience Cloud can increase customer satisfaction by 32%. Besides that, this product suite helps:

Resolve support tickets quicker,
Better understand and manage customer communities,
Increase onsite user engagement.

All this can be achieved with an all-inclusive Experience Cloud functionality.

The key features that you can find within it are-

1. DIGITAL EXPERIENCE MANAGEMENT

This feature set allows for creating individually customised user experiences. It uses CRM data to power specific workflows and information from any source. Salesforce Consulting is also important. It allows you to design, operate, and integrate Salesforce systems. It will help to enable efficiencies in key areas of the business.

2. KNOWLEDGE BASE

Salesforce Experience Cloud enables the creation of a unified knowledge depository. It publishes articles for customers and agents.

3. HIGH LEVEL OF SECURITY

The Salesforce Experience Cloud architecture offers the highest level of security. It controls client and user roles. It also looks over administrative rights and data-sharing models. Besides, you will be able to see real-time platform performance and health information.

4. CASE MANAGEMENT

This product module streamlines placing and management. It also supports the entire case lifecycle from a single system. This positively reflects on improving partner and customer productivity.

5. LIGHTNING FLOW AUTOMATION

With the Salesforce-powered Experience Cloud, you can guide your customers step by step through any business process. Lightning Flow Automation will save time on boarding, recruiting, and task automation.

6. ROLES AND ADVANCED SHARING

The whole Salesforce ecosystem places a high focus on data protection. Experience Cloud enables the creation of roles. It permits sets that determine which users have access to which data. It streamlines the sharing of documents with customers and partners. It also facilitates collaboration between them.

7. EXPERIENCE BUILDER

Experience Builder can help revamp the entire design of the portals. It will build a new digital experience using pre-built or custom components.

8. EXPERIENCE WORKSPACES

Experience Workspaces help you centralise the experience management. It will also help you with moderation, content management, and administration. Salesforce Development Company can measure, analyse, and optimise their experiences with customizable dashboards.

9. SALESFORCE CONTENT MANAGEMENT SYSTEM

Salesforce Content Management System helps you to create content. It also helps you to store native content without leaving the Salesforce platform.

10. TOPICS AND RECOMMENDATIONS

Once the content is created, you can structure it around topics. You can show your audience the most recent recommendations. These recommendations can be based on popularity, age, and featured content.

11. REPORTS AND DASHBOARDS

With dashboards, you can see how your clients are engaged with the community. You can analyse this data to understand your community better. This will also improve your service.

What You Can Build With Salesforce Experience Cloud for Various Industries:

General Salesforce Experience Cloud features allow the building of digital help centres. It also allows us to build portals, microsites, and landing pages. But it wouldn’t be Salesforce if it didn’t provide some space for imagination and for creating unique solutions. Further, we’ll discuss what you can do with this platform. And how its features can be applied to different industries.

ORIGINAL FEATURE	CUSTOMIZATION EXAMPLES
Help Centre and FAQ Portal	Property managers can build virtual service centres for handling property maintenance requests.
Customer Account Portals	Salesforce Development Company can build an e-commerce platform for buying products from stores. It will also help in sharing feedback and warranty processing.
Partner Portals	Companies involved in agricultural business can build a centralized platform. It will manage sellers, investors, and growers. Food companies can nurture their relationships with distributors.
Employee Community	You can create an internal online knowledge base for HR, IT, and other departments.
Microsites and Landing Pages	Commercial real estate brokers can announce upcoming webinars or conferences on landing pages.
Custom Solutions	Land brokers can turn Experience Cloud portals into detailed land listings. They can be integrated with a website, map services, chats, or online forms.

1. HELP CENTRE & FAQ PORTAL

Help Centers allow customers to get the answers immediately via forums and portals. In addition, you can easily personalise the system interface by customising the template. You can use your company branding style or select a pre-set theme that fits your brand style.

For example, property managers can turn Experience Cloud into virtual service centres. There they can handle property service requests. And answer all questions regarding property maintenance. Also, they can exchange and store client documents and manage all legal processes.

2. CUSTOMER ACCOUNT PORTALS

Within Experience Cloud, you can build a user-friendly portal. In the portal, users can view content, update their profiles, and manage cases and claims. Your customers will receive direct access to data. And processes to access information and complete any action.

With the help of Experience Cloud, you can create loyal communities. You can also reward champion users who help other customers in the community. For example, e-commerce customers can leverage the platform to:

Buy products from stores,
Share their feedback,
Suggest product/service improvements,
Process warranties,
Make self-service claims.

3. PARTNER PORTALS

You can create an effective solution for channel management of your partner collaboration. Create training and certification programs that track partner progress. Partners can:

Streamline lead distribution in a new portal,
Reduce lead overlap,
Requalify leads,
Simplify quotations.

Through a portal, brokers can access product information or specific training. They will get certification courses to level their product knowledge. It also helped them build separate communities for their brands consumers.

4. EMPLOYEE COMMUNITY

Such digital space encourages teamwork and helps streamline work procedures. In portals, you can group units based on project goals or events. Experience Cloud helps optimise data and document exchange by giving access. So, employees can share and work together on files. Without fearing the risk of them becoming corrupted.

If you want a single source of knowledge for HR, IT, and other departments, you can create an FAQ portal or help centre. Your company can store all the guides and troubleshooting material there. Your employees can use them when necessary.

5. MICROSITES AND LANDING PAGES

You can create appealing microsites and landing pages. It will generate leads for a new product launch, an upcoming event, and more. For example, commercial real estate companies can organise webinars or conferences. And announce them on landing pages. to further share them with all the partners.

6. CUSTOM SOLUTIONS

Salesforce has almost unlimited customization capabilities that go far beyond pre-built features. For example, land brokers can turn Experience Cloud portals into detailed listings. It can be integrated with a website, map services, chats, or online forms.

They can personalise the offer for particular customers. It will engage them by sending them the most relevant content or resources with the proposal. It can adapt to any industry need, which makes it a market leader in portal software.

There are excellent Salesforce Integration Services that you can make the most out of.

Conclusion

In this blog, we talk about the Salesforce Experience Cloud and Salesforce Community Cloud. We cover all the features and their benefits for the users. For more updates regarding Salesforce follow us at CloudMetic.

Note: sales@cloudmetic.com. We are a top-rated Salesforce certified consultant and Salesforce service provider with a 5-star rating on Appexchange.