What is experience cloud in salesforce?
Salesforce Experience Cloud is a powerful tool for businesses. It lets them create custom digital experiences for customers, partners, and employees. This solution helps organisation’s build unique, personalised portals, communities, and websites.
With Experience Cloud, businesses can better connect with their audience. They can engage more effectively through tailored digital experiences.
Experience Cloud Licenses
- Customer Community
- Customer Community Plus
- External Apps
- Partner Community
- Partner Community Plus
- Platform Started
- Channel Account
Check here the official documentation for more information : https://help.salesforce.com/s/articleView?id=sf.users_license_types_communities.htm&type=5
- Salesforce Experience Cloud is a platform for creating custom digital experiences like websites or portals for customers of internal employees.
- It enables businesses to build personalized, branded portals, communities, and websites.
- Experience Cloud enhances customer, partner, and employee engagement through tailored digital experiences.
- The platform integrates with other Salesforce products, leveraging data and functionality to deliver personalized experiences.
- Implementing Experience Cloud requires defining clear business objectives and considering user experience design.
Introduction to Salesforce Experience Cloud
Salesforce Experience Cloud is changing how businesses interact with customers, partners, and employees. It focuses on creating personalized digital experiences. This meets the unique needs and expectations of each user.
By using Salesforce’s strong features, companies can make custom portals, communities, and websites. These help build stronger connections and grow the business.
Redefining Digital Customer Experiences
Salesforce Experience Cloud lets businesses change their digital customer experiences. It has an easy-to-use and customizable interface. This helps companies create experience sites in Salesforce that look good and are easy to use.
These sites can be for customer service, partner communities, or employee hubs. They can be made to fit the needs of each group.
The Need for Personalised Engagement
Today, customers and stakeholders want personalised experiences. Salesforce Experience Cloud meets this need by offering a platform for targeted content. It uses Salesforce’s data to create unique experiences.
This approach builds stronger connections and increases customer loyalty. It makes experiences that are relevant and engaging.
Key Features of Experience Cloud
Salesforce Experience Cloud is a powerful tool for businesses. It helps create engaging and personalised digital experiences. It stands out with its unique features.
A thing to note is that there are majorly two types of users in experience cloud:
| Users | Feature/Description |
|---|---|
| Guest Users | – These are those users who have access to public communities or sites. – No Login required – Limited access to content and features – Self-service portals – Marketing sites |
| Authenticated Users | – Registered users who can login to access secured communities or sites – They have access to personalised content, features and services – Customer portals – Partner communities – Employee networks |
Roles : Roles can be created but with some limited features and functionalities. For eg in Partner Portal we can use maximum 3 defined roles which are (User , Manager, Executive) .
Sharing rules: They doesn’t work for all the licenses and sharing sets are used in that scenario.
For eg , in order to provide access to Account object and account record to a guest user, we need to first provide Account object access to the guest user at profile level and then we need to create a guest user sharing rule to provide the account record access as other types of sharing will not work in this scenario.
“Salesforce Experience Cloud enables us to create a seamless and personalized digital experience for our customers, while maintaining the highest standards of security and brand consistency.”
Low-code : Point and Click development
At its core, Salesforce Experience Cloud uses the Salesforce CRM’s data and features. This lets companies make custom portals, communities, and websites by just just point and click drag and drop features.
There are readymade sites templates available for customer service, partner collaboration, or employee engagement, helping businesses grow and innovate.
| Key Features of Salesforce Experience Cloud | Benefits |
|---|---|
| Customisable Branding and Theming | Enables consistent and memorable brand experiences across all digital touchpoints |
| Robust Security and Access Controls | Ensures the protection of sensitive data and tailored user permissions |
| Seamless Integration with Salesforce CRM | Leverages the power of Salesforce data and functionality to deliver personalized experiences |
| Scalable and Flexible Platform | Accommodates the evolving needs of businesses and their stakeholders |
Building Engaging Community Experiences
Salesforce Experience Cloud helps businesses create online communities. These communities are great for teamwork, sharing knowledge, and top-notch customer support.
You can create FAQ’s, Articles by utilising salesforce OOTB Knowledge Management features which provide security and sharing functionalities.
Leveraging Salesforce Data and Functionality
The experience sites in salesforce and sites in salesforce in the experience cloud let companies use Salesforce’s full power. They build communities that are closely tied to their main business activities. This gives everyone a smooth and personal experience.
Here are some ways Salesforce Experience Cloud uses Salesforce data and tools:
- It connects communities with Salesforce CRM, so they can use customer data and case histories.
- It let you build communities without writing any code.
- It provide lots of prebuilt theme templates which can be used for customer support etc.
- It lets you make community portals that match your brand, for a consistent and fun user experience.
- It has strong security and access controls to keep data safe while still letting people work together and share knowledge.
- You can easily implement reports and dashboards by just drag and drop feature and can perform detailed analysis as per business needs. To learn more about dashboards, you can visit our article for deep dive : https://thetechnologyfiction.com/step-by-step-guide-to-creating-a-salesforce-dashboard/
“Salesforce Experience Cloud empowers organizations to build communities that seamlessly integrate with their CRM and business processes, delivering a unified and personalized experience for users.”
Use Cases for Experience Cloud
Salesforce Experience Cloud is a versatile platform for various business needs. It’s great for creating customer service and support portals. Companies can make branded, self-service experiences. This helps customers find answers and engage with the brand better.
- Customer service and support portals
- Case management
- Order management
- Lead management
- Self-service knowledge bases
- Online communities
- E-commerce sites
- Event Registration
Empowering Customers with Self-Service Experiences
Experience Cloud-powered portals give customers easy access to info and support. They can be customized to match the brand’s look. This ensures a smooth experience for users.
Customers can quickly find answers, submit support tickets/case, and talk to customer service. All this happens in one easy-to-use platform.
| Feature | Benefit |
|---|---|
| Branded and Customizable User Interface | Reinforces brand identity and creates a consistent customer experience |
| Robust Knowledge Base and Self-Service Tools | Empowers customers to find answers and resolve issues independently |
| Seamless Integration with Salesforce CRM | Provides a unified view of customer data and streamlines support workflows |
Using Salesforce Experience Cloud, companies can build experience sites in Salesforce. These sites improve customer satisfaction and make operations more efficient. They also save costs by reducing the workload on customer service teams.
“The right self-service portal can transform the customer experience, empowering users to find answers and resolve issues on their own terms.”
Integrating Experience Cloud with Other Salesforce Products
Salesforce Experience Cloud works well with other Salesforce tools. This lets companies use what they already have and make a single digital space. It connects with CRM, marketing, and service tools to give a better experience for everyone.
- It can be linked with Salesforce Service Cloud to make a self-service portal. Customers can find answers, send in requests, and see their issue status
- It can be linked with Salesforce Marketing Cloud which can lead to more sales, stronger loyalty, and better relationships with customers.
- Experience Cloud also works with Salesforce Analytics Cloud for better reporting. This gives companies the tools to make smart choices based on data. They can spot trends, see how well things are working, and keep improving the digital experience.
“The key to successful Salesforce Experience Cloud implementation is to align the platform with your organization’s goals and focus on creating intuitive, user-centric experiences.” – Industry Expert
Experience Cloud Pricing and Licensing
The Salesforce Experience Cloud pricing is based on active users and the edition you choose. There are three main editions:
- Lightning Community Cloud: Great for customer and partner communities.
- Lightning External Apps Cloud: Ideal for custom external apps.
- Lightning Internal Apps Cloud: Best for employee apps.
Each edition has its own set of features. You can also add-ons like Analytics Cloud and Social Studio. These enhance the Salesforce Experience Cloud capabilities.
| Edition | Price per Active User per Month | Key Features |
|---|---|---|
| Lightning Community Cloud | $5 USD | Customizable branding and theming Robust security and access controls Collaboration and engagement tools |
| Lightning External Apps Cloud | $10 USD | Advanced customization options Seamless integration with Salesforce data Sophisticated security measures |
| Lightning Internal Apps Cloud | $3 USD | Employee-centric features Collaboration and productivity tools Streamlined business processes |
To deep dive in salesforce licenses, you can visit here on the official documentation : https://www.salesforce.com/editions-pricing/experience-cloud/
Future Roadmap and Enhancements
Salesforce is always making Salesforce Experience Cloud better to meet business needs. They focus on adding artificial intelligence (AI) and machine learning (ML). These technologies help create more personalized digital experiences for everyone.
Artificial Intelligence and Machine Learning Integration
Adding AI and ML to Salesforce Experience Cloud is a big deal. It brings many exciting features, like:
- Intelligent content recommendations based on user behavior and preferences
- Automated chatbots and virtual assistants for better customer support
- Predictive analytics to guess what customers need and tailor experiences
- Sentiment analysis to understand customer feelings and adjust interactions
With AI and ML, Salesforce Experience Cloud can make digital experiences more engaging. This leads to stronger customer loyalty and business growth.
“The future of Salesforce Experience Cloud lies in its ability to seamlessly integrate AI and ML, empowering organizations to deliver truly personalized and intelligent experiences that exceed customer expectations.”
As Salesforce keeps improving Salesforce Experience Cloud, businesses will see more amazing features. These will change how they interact with customers, partners, and employees in the future.
Summary
Salesforce Experience Cloud is a game-changer for businesses. It helps them create amazing digital experiences for their customers, partners, and employees. With its powerful features and easy integration with Salesforce’s CRM, companies can offer personalized and engaging experiences.
FAQ
What is Salesforce Experience Cloud?
Salesforce Experience Cloud is a platform for businesses to create custom digital experiences. It lets companies build branded portals, communities, and websites. These sites work well with Salesforce’s CRM, giving users a unified and personalized experience.
What are the key features of Salesforce Experience Cloud?
Salesforce Experience Cloud has many key features. It offers customizable branding and strong security. These features help keep a consistent brand and protect sensitive information.
How can Salesforce Experience Cloud be used to build engaging community experiences?
It helps businesses create online communities for collaboration and support. With Salesforce’s data, companies can make community experiences that fit their CRM and business processes. This gives users a unified and personalized experience.
What are some of the use cases for Salesforce Experience Cloud?
It’s great for many use cases, like customer service and support portals. Businesses can make branded, self-service experiences. This helps customers find answers and engage with the company better.
How does Salesforce Experience Cloud integrate with other Salesforce products?
It integrates well with other Salesforce products. This lets businesses use their existing investments and create a unified digital ecosystem. It helps deliver a more comprehensive and personalized experience for customers, partners, and employees.
What are some best practices for implementing Salesforce Experience Cloud?
Successful implementation needs a strategic approach and best practices. It’s important to define clear business objectives and align the platform with the organization’s goals. Prioritizing user experience design is also key to creating engaging digital experiences.
How is Salesforce Experience Cloud priced and licensed?
It offers flexible pricing and licensing options. Businesses can choose from various editions and add-ons. This lets them scale their digital experiences as needed. The pricing is designed to be cost-effective while providing the necessary features and functionalities.
What are the future enhancements and roadmap for Salesforce Experience Cloud?
Salesforce is always improving and expanding Experience Cloud. They’re focusing on integrating AI and ML technologies. This will help deliver even more personalized and intelligent digital experiences for customers, partners, and employees.
