Salesforce Experience Cloud and its Benefits

Salesforce Experience Cloud Benefits

Salesforce Experience Cloud and its Benefits

What is Salesforce Experience Cloud?

Salesforce Experience Cloud is a platform that is integrated with Salesforce and allows companies to engage with customers, partners, and employees. In simple words, Experience Cloud consists of Experience Sites, which are in fact online portals or websites hosted by Salesforce. Experience Cloud sites are easily created, maintainable, and beautifully branded digital experiences. You might have noticed how digital experiences are one of Salesforce’s hottest topics. Digital experience, by definition, is an interaction between users (partners, employees, or customers) that is possible and powered by digital technologies. This definition perfectly describes the purpose and usage of the Experience Cloud.  

According to Salesforce, Experience Cloud provides a window to your Salesforce org, and what does that mean? It means that the data displayed on the site already lives in your org (your unique Salesforce CRM). There is no need to worry about the safety of data shared and displayed, because admins can decide what to share with whom. Having the ability to share different data with different audiences makes it possible to create multiple sites and experiences and customize exactly what different users can access.  

Most common uses for the Experience Cloud are: 

  • Customer portals¬†‚Äď a place where customers can get support for their issues, access knowledge articles or communicate with agents.¬†
  • ¬†Partner collaboration site¬†‚Äď a place where you can work directly with your customers on shared¬†opportunities.¬†

Benefits of a Salesforce Experience Cloud include:

  • Security¬†‚Äď Experience Cloud owners can impose¬†the company‚Äôs¬†specific security levels to approved users. As such,¬†they can¬†monitor¬†and adapt these security levels dependent¬†on¬†the¬†clouds’¬†intended usage. For users,¬†this typically means¬†that they are¬†only able to¬†view¬†their¬†own data,¬†unless identified as general informational content.¬†
  • Control¬†‚Äď As owners of the¬†Experience¬†Cloud,¬†you can decide¬†whether¬†to impose the same level of privacy for all users,¬†along with the ability to change, develop and manage¬†user configurations,¬†unlike on a public cloud where you accept the settings provided.¬†You¬†can¬†apply specific rules to user generated¬†content, which¬†allows for a more effective moderation method. This method¬†benefits¬†the cloud in restricting unsolicited or inappropriate content.¬†
  • Compliance¬†‚Äď As owners of the Experience¬†Cloud, you¬†can¬†impose any type of compliance or processes for the users.¬†¬†You¬†are¬†able to¬†determine¬†if users are adhering to these compliances along with reviewing and approving any deviation request.¬†
  • Flexibility¬†‚Äď Experience¬†Cloud is very selective on the type of users allowed to engage, typically¬†company’s¬†clients,¬†and¬†it is easy to¬†monitor¬†growth¬†per account.¬†It makes¬†it manageable to¬†scale¬†services, hardware, and personnel.¬†
  • Access¬†‚Äď Clients, partners and resellers have access to¬†the Experience¬†Cloud 365¬†days per year, providing¬†access to guidance documentation, FAQ, currently trending topics, announcements, and user specific data. A FAQ can be setup to minimize search complexity. Through Experience Cloud, you can maintain¬†and upload common topics of interest, autogenerate pages and post¬†recommendation content.¬†
  • Focus¬†‚ÄstExperience Cloud users can¬†address¬†the¬†needs of a user group specific to¬†the company‚Äôs¬†business.¬†Users can create unique experiences related to¬†a company‚Äôs¬†brand and alignment¬†with¬†clients.¬†A¬†rewards program for most active¬†users¬†can be created¬†to encourage further engagement.¬†
  • Branding¬†‚ÄstThrough¬†Experience cloud, organizations can¬†reflect¬†brand¬†identity. A¬†user’s¬†profile¬†determines¬†how marketing assets are pre-populated and personalized.¬†They¬†can¬†edit user profiles, addresses, and logos that are then captured in Salesforce,¬†keeping content aligned. This type of action reduces the level of¬†activity needed¬†to¬†maintain¬†accurate¬†updates within Experience¬†Cloud and Salesforce.¬†

Experience Cloud was formerly known as Community Cloud. One existing question is ‚Äď is this only a name change? In fact, it is not.¬†Experience cloud enables ‚Äď building support and partner portals, knowledge base, forums, mobile apps ‚Ästand it¬†is much more than¬†just¬†a¬†community.