Salesforce Experience Cloud | Complete Knowledge Base
Using Salesforce Experience Cloud, many businesses are building custom online communities and portals that are branded to their unique web project requirements. Providing seamless content across all your projects ensures that your customers trust your applications and remember all your offerings.
If you are looking to extend your digital experiences with portals or web projects that have self-service, customer support, knowledge bases, and other customer engagement options, follow our guide as we explore Experience Cloud and other leading platforms in the market.
What is Experience Cloud in Salesforce?
It’s a cloud-based customer experience platform, previously known as Salesforce Community Cloud. The Experience Cloud might have started with a different name in 2013. However, it still helps organizations across any industry create secure online portals and communities for its users to this day.
You can securely display and share all the content you want about your business products and services to customers, employees, and even partners with the Experience Cloud at your disposal. There are many reasons why you might want to take this approach and a common one for many businesses is that articles, guides, and forums hosted on portals help customers troubleshoot any product or service issues that arise immediately and independently.
Since the Experience Cloud is a premium Salesforce product, you can also trust that it integrates exceptionally well with your CRM platform to enjoy all your usual Salesforce benefits.
Difference between Experience Cloud and Salesforce Site?
If you need web projects that do not require users to log into a portal with a username and password to access content, then you need a Salesforce Site.
With Salesforce Site, your staff can build public websites or web apps for any visitor to access without a username or password. As Salesforce Site is a product of Salesforce, you can trust that it integrates well with your CRM platform and the other products provided in the system.
Many organizations get and use Salesforce Site to create branded websites that display content they want to share with the public.
Salesforce Community Cloud Limitations
It’s essential to know the limitations of the software you decide to integrate into your business, whether it’s Salesforce Site for public web projects or Salesforce Community Cloud for secure portals, so you can understand if it is a good fit for your unique project requirements. Community Cloud from Salesforce is a robust platform that can elevate your web portals to enhance your various stakeholder experiences. However, what are its limitations that we need to be prepared for? Let’s take a quick look:
Features of Salesforce Experience Cloud
To keep up to date with the latest features on Experience Cloud, let’s look at a few of the capabilities it can offer your web projects.
Salesforce Experience Cloud Use Cases
Now that we know the limitations and features of Experience Cloud, it’s time to kick off with some use cases. Whether you work at a business-to-consumer (B2C) or a business-to-business (B2B) organization, many use cases can be explored to see how Experience Cloud can be maximized to improve customer experiences and interactions.
Salesforce Customer Community
Many organizations create portals for their Salesforce Customer Community These customer portals empower users to access self-service options 24/7, conveniently.
Almost any organization can benefit from a customer portal. Common business types that already have customer portals include banks, hospitals, and insurance firms.
Customer Self-Service Portals
Customer self-service portals can be created with Customer Community in Salesforce. A Salesforce customer service portal is a solid choice if you want to provide customers with self-service options that include articles to give customers more insight into products and services, a support center for customers to log tickets to support teams, and various features that allow customers to edit their details, make purchases, and track orders, to name a few.
Many businesses collaborate on joint projects to reach a broader target audience and increase revenue. Creating a Salesforce partner portal is super beneficial to successfully transfer information and keep all parties up to date. A partner portal with Salesforce data allows your staff and partners to collaborate seamlessly on ventures and instantly share information related to leads, opportunities, and other customer-related information.
The ability to have access to the latest Salesforce data at all times helps sales representatives be more confident at closing deals faster and resolving any customer queries that might pop up in the sales pipeline.
You can also use Experience Cloud for internal business projects such as an employee portal. An employee portal is an excellent tool for employees to access and update their details independently when they change. You could also supply payroll information on the employee portal to make it easier for staff to track and print out pay slips.
Many organizations use employee portals to track leave and ask their staff to submit leave requests through the system. More than just the basics though, you could revamp your employee portal by displaying company documents and adding a Salesforce collaboration group for staff to engage and participate in training programs.
A Salesforce knowledge base portal is an excellent space to upload any documentation, resources, or any information related to the products and services of your business. Organizations often upload articles, tutorials, how-to guides, and troubleshooting content to their knowledge base from Salesforce. Customers can then easily access these resources to learn more about a product or use them to resolve issues independently.
Event and Training Management
Experience Cloud can be used to create portals for Salesforce event management. Adding groups to a portal with Salesforce for event management helps event organizers streamline work processes that include registering guests, creating schedules, or managing communication channels that discuss guest requirements for training sessions, conferences, and other types of events.
Feedback and Ideas Exchange
Organizations that need feedback from employees, customers, or partners will find creating a feedback and ideas exchange portal quite valuable. The portal can be used as a Salesforce feedback management solution to upload surveys. Users logged into the feedback and ideas exchange portal can fill out the surveys with their opinions and submit them back to the organization.
You could also add a group to the Salesforce idea exchange and feedback portal to gather innovative ideas from employees, so logged-in users can join and share thoughts on raised topics.
A client management portal can be created as a solution for Salesforce case management. If your business were to implement a client management portal, your support teams would be able to track customer queries that are logged from the client management portal directly in Salesforce. Additionally, managers can track the resolution times of customer queries through the client management portal, which can then be analyzed to improve case management and Salesforce strategies.
Organizations that want their new customers to have positive experiences focus on Salesforce customer onboarding strategies. One of the strategies to start with in customer onboarding in Salesforce is to create a portal to streamline all the processes during onboarding, such as registering customers to systems or allowing them to submit documents online.
A Salesforce sales enablement portal serves your sales team the most. It can help by providing a digital space to host your resources, tools, or any information that can help your sales agents interact with leads and customers. These sales resources are vital since they can be referenced anytime during the sales process.
A portal for sales enablement in Salesforce can also help as a central location for training, onboarding, and certifications for your sales staff. And these resources don’t have to be uploaded as documents. With Salesforce Experience Cloud, you can upload quizzes and training videos to engage your sales staff in the latest selling skills.
To make the most out of your customer data, you could establish a Salesforce e-commerce integration to your customer portal. A customer portal designed for the e-commerce sector can allow logged-in users to track their purchased orders, manage returned orders, access their purchase histories, and manage their data like billing addresses and credit card details. Creating an e-commerce integration with Salesforce from your customer portal will ensure that all edits from customers are pushed to Salesforce automatically to eliminate any manual data entry for your staff.
Alternative Customer Experience Platforms
As outstanding as Experience Cloud is at providing you with solutions that meet customer expectations for the latest and most current content that is available 24/7, it is not the only platform that exists to offer you these benefits. We earlier discussed the limitations of the cloud experience as a customer experience portal solution, and these may resonate with you.
If you are interested in finding out about other reliable platforms on the market that can help you engage with your customers while integrating with Salesforce data, join us below.
First on the list is Wix. It’s a popular cloud-based platform focused on developing websites. Wix customers use the platform to create and manage websites without coding knowledge. Are they captivating enough for your business requirements? Let’s take an objective look at their pros and cons.
Next on the list is the software platform Skuid. Organizations employ Skuid to design and launch custom user interfaces for data-driven applications. Do they have unique Salesforce solutions for your user experiences? Let’s dive into their pros and cons.
Used by over 800 million websites, WordPress is an open-source content management system (CMS) platform. Released in 2003, it has been a popular tool for designing and managing websites. WordPress provides a platform that is accessible to everyone from bloggers to large enterprises, but do they have custom solutions that meet your specific Salesforce requirements? Let’s take a look at its pros and cons:
Adobe Experience Manager
If you opt for a CMS platform like Adobe Experience Manager, you get to create and manage your digital experiences for various distribution channels. This platform is used by many organizations to deliver their products via web, mobile, email, and social media platforms. There are many perks to choosing Adobe Experience Manager, but are they the right Salesforce solution for your business? Let’s dive into the pros and cons of an Adobe Experience Manager Salesforce integration:
Jitterbit provides software solutions for integrations and API management. Founded in 2003, Jitterbit is used by many organizations to connect the different applications and data sources that they have in their work systems. Before you give Jitterbit and Salesforce a chance, let’s take a look at its pros and cons:
Sitecore Experience Platform
Sitecore is another CMS platform on our list that you could use to create digital experiences. Sitecore is popular amongst organizations that need to manage websites, mobile applications, or e-commerce platforms across various channels. Is a Sitecore Salesforce integration your best option? Let’s explore the pros and cons of this duo:
Many organizations choose Magentrix for their partner relationship management and customer portal solutions. If you need a solution to manage relationships with resellers, distributors, vendors, or customers, then Magentrix is a solid cloud-based software platform, but are they the best option for your Salesforce needs? Let’s take a look at its pros and cons:
Titan Web is the last tool on our list, but it is definitely our favorite application. Our platform can help you elevate your experiences in the cloud. Your staff can use Titan Web to create, design, and launch websites, customer portals, and partner portals with no code. Engaging with customers is also easy with features that make complex forms and surveys for data collection. We integrate bi-directionally with Salesforce to guarantee that all your data is in sync and up to date. For an objective view, let’s make sure to check out Titan Web’s pros and cons:
Wrapping Up Salesforce Experience Cloud Guide
Thank you for taking the time to stop by and read our guide on Salesforce Experience Cloud. We understand how important it is to know all the benefits and limitations that your software contains so that you can choose the best Salesforce solution for your business needs. We have also provided a comprehensive list of the most reliable software on the market to help you elevate your customer experiences. Still, we highly recommend Titan Web as your experience platform of choice. Contact us today on one of our social media channels for more information.
We hope to see you soon!
Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.