15 Ratings
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256 Ratings
15 Ratings
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Score 8.2 out of 100

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

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256 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

NICE Satmetrix

Satmetrix is best suited if you don't currently use Salesforce. A lot of its main selling points are negated by the virtue of having Salesforce. Case management is in Salesforce, reporting is in Salesforce, the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as GetFeedback and SurveyMonkey. The only thing that leaves is the consultative service on being best practice and I don't really get to see any of that.
Simon Whight | TrustRadius Reviewer

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Experience Cloud is well-suited for organizations that have clients who periodically or routinely need to access historical data or documents. The product also offers an exceptionally effective tool to engage with customers around support/service issues and the entire Case management functionality built into the Salesforce platform. The product might be less well-suited in environments where there is exceptionally high staff turnover within customer accounts, or where there is a substantial lack of very basic computer skills.
Jason Guinn | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Survey templates
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Themes
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Custom logo/branding
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Survey Content

NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Changes to live survey
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Question design help
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Multiple question types
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Survey Logic

NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Survey logic flexibility
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Survey Reporting & Analytics

NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Response tracking
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Data export
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Standard reports
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Custom reports
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Analytics
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Survey Administration & Security

NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Access controls
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Compliance
NICE Satmetrix
8.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Pros

NICE Satmetrix

  • Ease of use; SaaS solution, all web based - simple, straightforward and easy to use
  • Multi lingual; we are able to use multiple languages for our surveys
  • Reporting is very flexible; reports can be run for pretty much any data point that you can capture!
Geoff Gardner, MSPM, MBCS, CITP | TrustRadius Reviewer

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

  • Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
  • Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required
Pedro Henrique de Almeida | TrustRadius Reviewer

Cons

NICE Satmetrix

  • Implementation did not go as well as planned and there were problems.
  • If you are running multiple surveys, slicing and dicing data is not that simple.
Lawrence Kravitz | TrustRadius Reviewer

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

  • The documentation for implementing Experience Cloud can be a bit confusing as their rebranding hasn't made it's way into all articles, resulting in different terminology being used to refer to the same thing
  • Some things are not as intuitive regarding their customizability, so there's a bit of a learning curve (i.e. Lightning apps can't be used to customize layouts in Experience Cloud)
Anonymous | TrustRadius Reviewer

Likelihood to Renew

NICE Satmetrix

NICE Satmetrix 5.1
Based on 5 answers
The previous experience was so negative that even if they have improved since then it wouldn't help. Another more pertinent reason is because we have an existing 3 year contract with Medallia. Lastly, vendor transitions in our environment (B2B in 132 countries) is extremely painful. I've managed two of them and wouldn't wish it on my worst enemy.
Anonymous | TrustRadius Reviewer

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

No score
No answers yet
No answers on this topic

Usability

NICE Satmetrix

No score
No answers yet
No answers on this topic

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 9.4
Based on 4 answers
Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it
Anonymous | TrustRadius Reviewer

Performance

NICE Satmetrix

No score
No answers yet
No answers on this topic

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 9.1
Based on 10 answers
It's delivered on our original requirements and we've found ways to grow its usage. We continue to build on our original success and we can report our data out to leadership to show a true return on investment which is great for growing support and expanding uses for the system.
Anonymous | TrustRadius Reviewer

Support Rating

NICE Satmetrix

No score
No answers yet
No answers on this topic

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 7.6
Based on 35 answers
We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.
Joseph Alleruzzo | TrustRadius Reviewer

Alternatives Considered

NICE Satmetrix

I haven't evaluated any other products. Our executive team selected NPS as the preferred measurement of customer sentiment and Satmetrix is the only certification company I am aware of.
Anonymous | TrustRadius Reviewer

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

I have used Datatel/Colleague/Recruiter before. There were issues because only one person at the institution was able to have the student's record open at a time. This was problematic when collaboration between departments was necessary especially in the case of admissions, financial aid, and registration. We also had to do our work and then log out before asking a questions of another department. Sometimes simultaneous use was necessary. However, this was years ago and they may have since updated the program.
Anonymous | TrustRadius Reviewer

Return on Investment

NICE Satmetrix

  • With the knowledge gained front he transactional surveys, Satmetrix helped us significantly improve our customer service processes.
  • Combined with the relationship survey, we were ultimately able to improve our customer retention by over 20% within 2 years.
Rob Ellison | TrustRadius Reviewer

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

  • Improved online admission application completion rates from mid-60%s to mid-80%s.
  • Positive user experience from start-to-finish to leverage one data system for all prospective student data
  • Fewer data integrations transforming and loading sensitive student data by leveraging Salesforce Community Cloud to access already existing data
Nathan Baker | TrustRadius Reviewer

Pricing Details

NICE Satmetrix

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

NICE Satmetrix
4.0
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
8.6

Likelihood to Renew

NICE Satmetrix
5.1
Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Usability

NICE Satmetrix
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
9.4

Performance

NICE Satmetrix
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
9.1

Support Rating

NICE Satmetrix
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
7.6

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