Experience Cloud
Overview
Known by many names, Experience Cloud (Customer Community and Digital Experience historically) enables organizations to create and manage online communities, portals, and websites for customers, partners, and employees.
How Is Experience Cloud Used?
Integration with Salesforce
Experience Cloud integrates with Salesforce CRM to give users to access data and services directly from the community.
Self-Service Capabilities
Customers can find answers to their questions, submit support cases, and manage their accounts without needing direct assistance.
Analytics and Reporting
Organizations can track engagement metrics, user activity, and content performance to continually improve community experience.
What is the benefit?
Customizable Templates
Users can choose from a variety of templates to quickly set up community pages that match their branding and functional needs.
Content Management
Experience Cloud allows for easy creation, sharing, and management of content including but not limited to articles, forums, and knowledge bases.
Collaboration Tools
The platform offers features like Chatter for real-time communication, discussions, and collaboration among community members.
Personalization
Experiences can be tailored based on user profiles, preferences, and behavior.
Enhanced Customer Engagement
Highly customized experiences can be created to reach an organizations goal of interaction, loyalty, or other specific KPIs.
Increased Productivity
1 stop shop for resources, training materials, and collaborative tools that increase productivity and efficiency.
Who is impacted?
Customers
Customers gain access to self-service options, information, thought leadership, and engagement with a broader community.
Partners
Business partners (licensed resellers, franchisees, etc) can use the platform for collaboration, sharing resources, and accessing sales tools. This allows for uniform execution across a broad network.
Internal Users
Internal communities create an environment of knowledge sharing, communication, and collaboration with a goal of increasing productivity and engagement among staff.
Management and Executives
They gain insights into community engagement metrics and user behavior to understand what works and what does not.