What is the Salesforce Experience Cloud? | The Ultimate Guide

Thanks to the internet, a lot of human interaction has gone digital.

This is true for a business and its stakeholders as well. In today’s digital world, businesses need to create a seamless online experience for the entities connected to it, be it vendors, stakeholders, or customers. Here is where Salesforce Experience Cloud comes in.

What is Salesforce Experience Cloud?

Salesforce Experience Cloud is a platform that allows companies to create branded spaces where the customers, partners, and other stakeholders can feel seen.

These spaces include apps, communities, and portals. It is in these communities that stakeholders can interact with each other and the company. They can also gain access to important files and data.

Features of Salesforce Experience Cloud

1. Branding and Customization

In the Salesforce Experience Cloud, companies can create visually captivating experience environments. This can be done by using premade templates, applying the brand colors, and other customizations.

Using these tools converts the experience site into a welcoming space.

2. Accessibility

The experiences that a company builds in Salesforce Experience Cloud are mobile responsive. Customers can access them on their mobile devices. This is extremely important because a significant amount of online interactions take place via phone.

3. Knowledge Base Management

Since Experience Cloud is about creating customer and partner communities, it allows for the creation of knowledge bases and self-service centers. End users can explore and benefit from the articles and knowledge provided.

4. E-commerce Integration

E-commerce can be integrated with the Experience Cloud. This allows companies to strategically embed their product into the customer community. Customers can buy the products directly from the customer portal.

It makes sense too. When the customer is already thinking about a product and talking to others about it in the community, he is already primed for the purchase. When that product appears, it is more likely to be purchased.

5. Data Sharing

Salesforce Experience Cloud is built on top of Salesforce CRM. This means it has access to CRM data. The organization can define the level of data access it wants to provide to the users of its portal and communities. For example, do the partners get access to all the customer data? Do they get access to leads? Etc.

Advantages of Using Salesforce Experience Cloud

i. Unique and Uniform Digital Presence

Thanks to the customization features, companies can build a branded online presence. It can be apps, portals, or websites. This is how customers will remember the brand wherever they may come across it.

The experience sites built in Experience Cloud are mobile responsive and are accessible from computers, phones, and tablets.

ii. Customer Engagement

When customers have a place where they can connect with each other, that will increase engagement. Customer engagement is one of the important goals of any company. Experience Cloud can help achieve that.

iii. Collaboration Within the Organization

Internal collaboration is one of the most important parts of organizational growth. Employee portals can be created in Salesforce Experience Cloud. This is where employees can talk, collaborate, brainstorm, and troubleshoot.

It also helps improve communication between different teams and departments hence enhancing efficiency and productivity.

iv. Communities for Customers and Partners

Online communities or portals allow people to communicate. Customers can discuss product features and communicate regarding the issues they might face while using it.

Partner portals help keep the organization’s partners in the loop. Data can be shared. Deals can be closed, and trust can be built through partner communities.

v. Accelerated Growth

Having a good communication and collaboration system in place will help the company expand and grow. The employees will perform better. Rapport with partners will increase. Customers will be satisfied. All these together will take the company forward.

Conclusion

With Salesforce Experience Cloud, companies can curate a digital experience for their customers and other stakeholders. Through communities and portals, customers and partners can interact among themselves leading to community-based learning and solutions.

This will lead to better communication and engagement. When the relationship between the company and its stakeholders is good, it will benefit the company in its growth and expansion.