Connecting Employees and Customers on the Salesforce Community Cloud with Titan

Alice M.

Hawk-eye editor with a passion for trailblazing Salesforce experiences

Updated: Jan 9th, 2025

Does your company’s internal communications slow down your teams?

You may not like the message, as you may be attached to your company’s current communications platform and software. And we get it. Believe it or not, technology is evolving.

In reality, the traditional way that your team communicates internally and with customers will fizzle out eventually since their modern replacements are alive and well and already here.

Here’s how it’s going to go down.

Analyzing Salesforce Customer Community Cloud

You may have heard about Salesforce Community Cloud, which allows you to extend internal Salesforce capabilities to external individuals.

Yes, the tech-savvy millennials have been busy.

This next-generation platform allows you to create communities, support hubs, and forums to improve the interaction between employees, customers and your partners. There’s never been a better place to build a customer community portal in Salesforce.

What is Community Cloud Salesforce?

What is Salesforce Community Cloud? In a nutshell, the Community Cloud is an online digital experience platform by Salesforce that assists businesses across various industries to better reach and manage their relationships with employees, customers, and partners.

Your business can build a community to meet any number of needs; there are three main types of communities in Salesforce (each with its own license) in Salesforce:

1. Customer Communities

Salesforce Customer Communities are essentially self-service hubs that allow customers to review FAQs, access articles, message other customers, and more.

2. Salesforce Employee Community

Salesforce Employee Communities are internal comms networks that act as SharePoint or the intranet, allowing employees to access all internal information, manage their projects and tasks, have discussions with other employees, etc.

3. Partner Community

Partner communities allow your sales teams and resellers to access product information to help facilitate more sales.

How does the Salesforce Community Cloud work?

Users can access it from desktop and mobile devices anywhere in the world. Additionally, if you are a Premier or Enterprise user, you can use the Salesforce Pre-fill Connector with Lightning component.

You can create multiple communities, which can be customized for specific use cases.

For example, customers can access a customer support portal and a Salesforce partner portal to help close those sales deals. These can be attained by creating two (2) communities with Community Cloud.

Other features they boast about are case escalation, e-commerce, and community engagement.

Connecting Employees and Customers through the Salesforce Community Cloud

This article will explore five (5) key ways to interact with Employees and Customers with the Community Cloud.

1. Empower your Employees

Whether it is to boost productivity or provide easy access to information they need in real-time, from onboarding to payroll to IT issues. Community Cloud will bring your employees together as a team and empower them, thus improving productivity.

Share files and records across your organization, with Community Cloud allowing your team to sync files across all devices, bringing them into one accessible location.

Teams can create a group for any upcoming work event, a new project, or a campaign for sales., fostering an empowered workplace where anyone, anywhere, can contribute ideas.

2. Boost innovation with Chatter

Most companies do not have long-term plans for managing their internal communications. And yet, communication is a must.

The Community Cloud encourages interactions and discussions that can lead to innovative ideas amongst your teams with a feature called Chatter which continues to be more dynamic than ever. Personalized Chatter Streams let you stay organized and up-to-date on the most critical conversations on Chatter.

3. Deliver Engaging Customer Support

Building solid customer relationships by creating a customer community where they can interact effortlessly with your support team is vital to customer retention.

Add self-service, tutorials, FAQs, and messaging, where customers can connect and ask questions. Using Community Cloud for your customers can take your engagement to the next level.

With simple support case logging, your customers can directly create community cases. These cases will automatically be allocated to the support team based on the keywords.

4. Enhance Customer Experience with eCommerce

Integrate the e-commerce platform to create new purchasing leads by enabling the customers to search and buy products in one inclusive place.

Connect with your customers as if you are having a one-on-one conversation when they are discussing your products in their social feeds—generating more sales when they can buy a trending product.

With Community Cloud and eCommerce in your corner, you can move to market faster, increase sales, and deliver exceptional shopping experiences to your customers.

5. Improve Sales with Informed Decisions

By collecting real-time data within your customer community, their feedback and discussions on products/services help your sales teams to track and monitor their activity.

Thus, allowing your teams to respond better to market requirements ensures that customer satisfaction and sales continue growing.

Limitations to Be Considered for the Salesforce Community Cloud

Not all software comes without any limitations, and there have been rumbles about a few limitations related to the Community Cloud.

Even though AppExchange contains free apps, most of them are paid. Therefore you should be aware that there will be License fees as added costs.

There were some customer complaints that Salesforce customer care is slow to respond and that some emails and phone calls have gone unanswered for months.

A user with a Partner Community license must be associated with a business account that is enabled as a partner account. Partner users can’t be related to personal accounts.

Users with community and portal licenses can’t create or update email templates.

The Enable notifications for sites permission is read-only and can’t be changed for Partner Community profiles.

*Information sourced from online reviews

So, before you sign up for Salesforce Community Cloud, let us tell you why you need Titan for Salesforce.

Level up with Titan for Salesforce

It is time to say hola to a new digital workplace experience.

Titan needs no introduction, as we are the # One platform made for Salesforce.

Why spend months on coding and customization before creating communities when it can be done in just a few days?

How does Titan extend your Salesforce?

Simple creation of Lighting Web Components.

SSO (single sign-on).

Multi-page forms/interfaces.

Create and design branded layouts without code.

Note: You also do not need to set up SSO (single sign-on) between Salesforce and Titan to be able to use/create the Lightning component.

Schools, colleges, universities, health care, and non-profits also leverage Titan’s easy-to-use form builder to collect data securely.

By embedding our pre-filled web forms into your Salesforce Community, data collection is streamlined, saving your endless team hours of manual work.

Let’s face it the old-fashioned grapevine of communicating doesn’t stand a chance.

Titan for Salesforce helps you, your teams, and your customers connect, communicate, and celebrate.

Contact our sales team to demo Titan today and level up in minutes.

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