Experience Cloud Features           

    

What is Salesforce Experience Cloud?

  • Salesforce Experience Cloud is a set of functionality built on the Salesforce Customer Relationship Management (CRM) platform.
  • Experience Cloud enables you to build beautifully-branded “digital experiences” that are connected to your CRM with a key focus on engaging customers and empowering partners.
  • You can use Experience Cloud to create multiple sites and experiences within your Salesforce org to address different purposes.
  • Salesforce Experience Cloud Formerly known as “Community Cloud”.

What is Experience Cloud used for?

Salesforce Experience Cloud is a platform integrated into Salesforce that allows you to build online communities and establish a point of contact with customers, partners or employees. In other words, with Experience Cloud your company can establish a personalized corporate virtual space according to the company style.

Why should you use Experience Cloud?

  • Go to market fast with industry-specific customizable themes.
  • Create multiple experiences for specific needs.
  • Design for every device since all digital experiences are 100% mobile optimized and fully responsive.

What can you build using Experience Cloud?

You can create a digital experience for any situation where you want to present a beautiful external-facing interaction with your Salesforce CRM.

Experience Cloud

Popular examples include:

  • Partner portal
  • Account portal
  • Storefronts
  • Microsites
  • Industry solutions
  • Customer service hub
  • Help centers
  • Support site
  • Mobile app

Benefits of Salesforce Experience Cloud:

Salesforce Experience Cloud enables your business to build communities to help you engage customers with your brand.

Here are its key benefits:

Benefits of Salesforce Experience Cloud

Minimizes Customer Churn:

The Salesforce Experience Cloud allows gamification on communities. gamification is a great way to engage your community members and keep them motivated. The platform encourages customers to participate actively, which minimizes the churn rate.

Supports Idea Generation:

Communities on Experience Cloud are platforms where businesses encourage their customers to post creative ideas. Customers can suggest improvements in the existing products and even propose new product ideas to a business. Such communities help businesses connect with their customers on the ground level. They not only help customers get connected to the brand but even connect with one another.

Promotes Brand Advocacy and Self Service:

Salesforce Experience Cloud serves as a self-help tool for customers. Customers can easily search for solutions to their problems and use it as a knowledge base to source answers to their queries. This considerably improves the service metrics of a business, for instance, lower chat volumes and decreased support tickets.

Makes Partner Management Better:

Salesforce Experience Cloud provides a partner portal for immediate access to all the resources, product information, and critical sales assets. It even supports business partners with training and certification courses for the smooth sailing of your sales organization.

How do I get experience cloud in Salesforce?

Enable the Experience Cloud Site in Your Org:

  1. From Setup, in the Quick Find box, enter Experiences, and then select Settings.
  2. Select Enable Digital Experiences.
  3. Enter a domain name for your communities, and click Check Availability to make sure that it’s not already in use.
  4. Save your changes.

What are the types of licenses in experience Cloud in Salesforce?

There are 5 license types:

  1. External App.
  2. Customer Community.
  3. Customer Community Plus.
  4. Partner Community.
  5. Channel.

Salesforce Experience cloud Pricing:

Salesforce Community Cloud pricing starts at $250 USD/month and scales over three price tiers

CUSTOMER COMMUNITY:

Enable customer self-service, extend business processes, and build deeper customer relationships. Staring at $250 USD/month.

PARTNER COMMUNITY:

Increase sales through resellers, distributors, agencies, and brokers. Starting at $500 USD/month.

EMPLOYEE COMMUNITY:

Drive employee productivity and engagement across your organization. Starting at $25 USD/user/month.

Experience Cloud Features:

1. Business Integration:

  • Salesforce allows you to integrate data from any source, anytime.
  • This allows members of the community to introduce ideas regarding leads and queries.
  • Now, the best part is that all the employees can share the data as per requirement, so you easily manage the progress of your business.

2. Customization and Branding:

  • Starting from the layout to the overall experience, the platform will allow you to customize everything based on your requirements.
  • Apart from the office space, you can convert the Salesforce experience as an extension of your business space.
  • Above all, you can create a comfortable environment for your employees where they can unhesitatingly share their ideas.

3. Case Escalation:

  • Salesforce Experience Cloud implementation allows the customers to create their own queries with appropriate keywords.
  • The hierarchy of those cases will be based on the keyword intensity.
  • However, customers should not worry about the keywords, as they can be answered on the platform separately.
  • Organizations can also look into individual customers and respond to them in person.

4. E-commerce Integration:

  • Probably, the best feature of Experience Cloud is to enhance the sale of an organization.
  • The platform allows you to integrate your Ecommerce platform with it.
  • This way you can evidently provide solutions to your customers with the products you offer.
  • Apart from that, you can also track the sale of your products with partners and develop plans to accelerate it.
  • The best part is that your customers can purchase the product on Experience Cloud, as well.

5. Personalization:

  • There will be times when you are struggling to find a solution for a query.
  • This is where Salesforce Experience Cloud will step in and take the matter into its own hands.
  • The integrated platform will provide you with an expert to discuss the issue.
  • Moreover, the expert will understand the requirement of the organization and provide a solution based on that.

6. Dashboards and Reports:

  • With Salesforce Experience Cloud implementation, you can create dashboards and reports based on the performance of your partners.
  • Obviously, you have customization capabilities installed as per the requirements.
  • It will display a clear view of the business targets and individual performances.
  • Wave Analytics in the tool will allow you to access any data to compare, record, and deliver the plans.

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