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Salesforce Experience Cloud

Salesforce Experience Cloud
Formerly Salesforce Community Cloud

Overview

What is Salesforce Experience Cloud?

Salesforce Marketing Cloud Engagement (formerly Salesforce Experience Cloud or Salesforce Community Cloud) is an online forum powered by Salesforce that enables businesses to connect with their employees, customers, partner organizations, and prospects. Designed to help facilitate communication and information…

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Verified User
Administrator in Information Technology
Hospital & Health Care Company, 5001-10,000 employees
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Product Demos

Salesforce Experience Cloud - Dreamforce To You 2020 - Banking Demo

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Demo: Construction Customer Portal on Salesforce Experience Cloud

YouTube

Salesforce Experience Cloud - Login & Registration

YouTube
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Product Details

What is Salesforce Experience Cloud?

Salesforce Marketing Cloud Engagement (formerly Salesforce Experience Cloud or Salesforce Community Cloud) is an online forum powered by Salesforce that enables businesses to connect with their employees, customers, partner organizations, and prospects. Designed to help facilitate communication and information sharing, customers can ask questions and request help, administrators can integrate data from third-party apps, and employees can collaborate across projects and tasks.


The updated Salesforce Marketing Cloud Engagement allows users to reflect their brands and extend digital experiences across customer touchpoints, as well as create environments that are an interactive extension of a brand.

Salesforce Experience Cloud Video

Experience Cloud Demo | Salesforce

Salesforce Experience Cloud Integrations

Salesforce Experience Cloud Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(390)

Attribute Ratings

Reviews

(1-5 of 5)
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July 29, 2019

Salesforce Wins Again with Community Cloud Offerings to Increase Collaborations and Foster Retention

Verified User
Employee in Marketing
Information Technology and Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
In my role and at my organization, we recommend products like Salesforce Community Cloud (within the Salesforce Ecosystem) to clients that could benefit from it. Certainly, there are many use cases for our successes with this particular product, but what I often find and reflect on in my role is what's possible with Salesforce Community Cloud to create more interconnections between our organization, our partners, and our customers. The overlap helps us refine and enhance our processes to deliever better outcomes and help our clients do the same. Though I'm fairly new to this particular product, my understanding of it through Salesforce Trailhead and work with our clients through the digital marketing realm has enlightened me with conversation.
Pros and Cons
  • Enables Stronger Business Relationships
  • Creates Brand Identity
  • Facilitates Personalized Digital Experiences
  • None that come to mind - integrations, experience, and use is great! However, if you're trying to learn it yourself, you may benefit from consulting an expert. Or, if you're wondering if it's good for you, a business analysis will suit you well before you implement to save yourselves, time, money, efforts, and even people.
Likelihood to Recommend
I would recommend Salesforce Community Cloud to any organization that aims to develop stronger connections internally, and with their customers and business partners. In the current marketplace, it's essential for businesses to be a part of the social media space, and Salesforce Community Cloud helps you do that while connecting important customer data that leads to other departmental successes and your collective growth as an organization.
Return on Investment
  • Poised to Increase Customer Retention
  • Poised to Establish More Positive Brand Partnerships/Business Collaborations
  • Poised to Help Deliver Higher Marketing to Sales Conversions, Customer Conversions
Alternatives Considered
I would recommend Salesforce Community Cloud, especially if you already have Salesforce or are thinking about it, to at least explore the system to help you see its interconnections, and how it can help you create those more personalized experiences your organization craves. Develop deeper partnerships, drive sales, increase your ROI, etc. It sounds like a marketing gimmick - I should know, but this product really works in these ways, and coordinates with social media to help make your processes more effective throughout your collective organization.
Other Software Used
Performance
10
Again, since we provide and recommend solutions, I can't speak to every client's individual experience, but can offer general reflections as to keep their collaborations private, that they are satisfied with the experience. We hear a lot about how this system helps to encourage collaborations between their own business partners, customers, and internal members, and enables quality integrations with other products that help drive revenue.
Usability
10
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.
Ease of Integration
10
Salesforce has a wide realm of integrations available, so depending on what you're interested in, I would ask your CRM/business and technology partner about it. The best way to know is to ask. Although, I do see a lot of good integrations happening among our own clientel. They seem to be very satisfied in the current and future state of the product.
July 06, 2019

Salesforce Community a robust and future forward platform

Verified User
Manager in Information Technology
Consumer Goods Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Our team uses The Community cloud to facilitate a customer portal to allow users for self-service access. We've built in integrations and components that make this more user-friendly and allows the users to have access to a lot of their information around the clock to have proper planning and increase productivity.
Pros and Cons
  • Lightning is a robust and forward development platform.
  • Access to Salesforce and objects are simple and quick.
  • The speed to developing and deploying are very streamlined.
  • The development stack requires a decent amount of experience.
  • The guide rails for system limits would be a little better if shared with development.
  • Known issues are not shared as often, unless a problem is presented.
Likelihood to Recommend
If you need to spin up a site for collaboration or information for your current Salesforce user base, then communities is the best option, as it allows easy access. It also allows quick spin up of components and development of new functionality that may not be out of the box with regular updates.
Return on Investment
  • Allows our customer quicker self service.
  • Allows us to service 24/7.
  • Reduces call volumes.
Alternatives Considered
Salesforce Community cloud stacks fairly well, as it's a unique product. To get a lot of the functionality, we looked at building a custom application that would serve something similar to this. The amount of time to build that application vs using Community Cloud was quite large, and we opted for Community Cloud for its out of the box integrations.
Other Software Used
Performance
8
Through ease of use and expandability, I think that Community Cloud is a best in class at exposing Salesforce integrations, as well as expandability in working through building custom add-ons for Salesforce for collaborations and self-service. Additionally, the speed to market on these changes are lightning-quick and allow for experimentation.
Usability
9
Salesforce has done a fantastic job building a platform for expandability and customization. It allows us to build custom components and templates for our community that increases the overall usability and adoption of the tools we put out for our customer. With the addition of Lightning as a framework to the platform, we have a modern set of tools to facilitate this.
Ease of Integration
9
As Community is part of Salesforce, integration is out of the box. We can utilize controllers we've built in the past, as well as utilities we have set up for out of classics. With the reuse of code, and expandability on existing functionality, we can easily bring integrations to market, as well as think of new ways to use existing features.
February 10, 2019

Easy to use and working in the way that we had hoped

Robin Craigen | TrustRadius Reviewer
Robin Craigen
President / CEO / Co-Founder
Moving Mountains, Inc (Hospitality, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
This product has enabled us to advance the way we are working with our customers in providing them with exceptional details on booking vacation packages and hospitality services. We have found Salesforce Community Could to be easy use, reliable and customer friendly in how this looks from the outside. This is being used by our guest services and reservations team.
Pros and Cons
  • Improving the information that we receive from guests
  • Improving communication with our guests
  • Improving our ability to keep track of multiple items
  • Cost
Likelihood to Recommend
Salesforce is easy to use.
Return on Investment
  • Positive ROI in improved sales
  • Fewer mistakes
  • More information at our finger tips
Other Software Used
Performance
9
Reliable and fast loading.
Usability
8
We are still getting more skilled at using this. In general, this has been easy for us to use and improve.
Ease of Integration
8
We used another partner to handle this for us.
January 17, 2019

Great Solution for Interaction with Customers and Within the Company

Verified User
Project Manager in Marketing
Automotive Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use it to allow members to communicate with each other regarding upcoming events, current topics and develop future ideas. It allows our large user base the ability to interact with each other and increases their engagement and gives them more incentive to repeatedly visit our website and live the brand. We also use it internally to manage issues and maintain customer satisfaction within the call center and other departments. It facilitates issue management and communication across different teams in the organization.
Pros and Cons
  • It has a lot of features baked in that are ready to go out of the box which should satisfy most use cases.
  • It can be relatively easily customized to meet the individual needs of a company without giving too much ability to poorly build it.
  • Integrates well with the rest of an existing Salesforce org if you have one.
  • Users will already be familiar with the UI if they're using Salesforce for other reasons.
  • You need to build Visualforce pages for any functionality beyond the very standard stuff.
  • It doesn't have any "forum" style capability out of the box which is what we were looking to create.
  • Depending on how you want to use it, it could require a lot of extra user licenses which can cost money.
  • The cost of running community cloud when you consider where you want to grow the community could quickly grow.
Likelihood to Recommend
I think for most business Community Cloud serves a great purpose. You can use it for clients on an external-facing level for them to interact with each other and your business. It can also be used internally for employees to communicate with each other about records in Salesforce which really promotes living in the system and a real ecosystem feel rather than hopping around to chat or email. It is a great system of record too since those conversations are captured.
Return on Investment
  • Its given us much better issue and customer satisfaction tracking, since before Community Cloud much of our communications were extremely siloed within Outlook. We had no visibility because communications happened on an individual basis rather than a holistic level (the company).
  • We've increased user interaction and given our customers a reason to come to the website repeatedly.
  • Our costs have gone up, naturally, as the system proves to be a strong solution. We have pulled in other resources and teams which requires more licenses. I guess that's a sign of success but also a cost.
Alternatives Considered
We were already using Salesforce for other reasons so this was a natural choice. We didn't see any huge advantages in the other products so it just wasn't any reason to consider other products seriously. The pricing is reasonable too. Salesforce is really good about keeping you in the family with aggressive pricing and strong feature sets.
Performance
9
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.
Usability
9
It's very easy to train users on this, even external facing customers. Our users were already familiar with Salesforce user interface since we use the platform for other reasons. We built custom Visualforce pages with a simple, clean layout so we didn't need to train customers. That's ultimately the goal for external facing stuff, that we don't need to train them; they just "get it."
Ease of Integration
9
We don't have many external integrations but it does integrate well with our other Salesforce clouds since it's in the same ecosystem. We can report across objects and pull in customer satisfaction details from things like cases. In that sense, it integrates so well it ultimately really qualify as an integration anymore! It's nice that users can pull their own reports and find information without having to request it from a reporting team or IT resource. This really empowers them and enhances the "living in the system" objective.
April 27, 2016

Salesforce Communities

Jeremy Thornton | TrustRadius Reviewer
Jeremy Thornton
Founder
Oasis Benchmarking (Human Resources, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
Firstly apologies, I'm not from a technical background, thankfully we've a great partner who does all of the clever stuff. In laymen's terms we use Salesforce community licenses to offer our customers a benchmarking service for their talent acquisition data. We use the report and graphs to visualise their data against average and upper / quartile data from their competitors.
Pros and Cons
  • We have found that as most organisations already use Salesforce it has been quite straightforward to implement.
  • Robust and reliant platform.
  • Great functionality generally
  • Accessing communities through mobile devises
  • Complexity of graphs you can produce and bespoke
  • Flexibility in their pricing structure for community licenses
Likelihood to Recommend
How complex is the data you want to communicate to your customers visually?
Return on Investment
  • It has been advantageous using communities to develop our benchmarking tool as it has meant we have been able to keep the whole business on the Salesforce platform
Support Headcount Required
0
Performance
6
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