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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

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Reviewer Pros & Cons

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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

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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

(1-25 of 52)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
I've used Experience Cloud in several workspaces for mainly the same reasons - it allows us to give customers more power over their own day-to-day operations in a convenient and easy way. We can control security easily with permission sets and sharing groups. This allows us to set visibility so that only an agent or someone in their specific agency can see the customers they manage, and we can tailor the reporting by making things visible only to certain audiences on the website. (If you are a direct agent you might see a report versus just someone who supports your business but doesn't sell directly). We can provide them resources to learn and grow on their own by customizing the knowledge articles on our site, and at certain times of year we can make announcements really prominent on the home page. We can lessen the workload on our customer service teams by incorporating a chatbot that can answer basic questions, and can update our knowledge base constantly so that when someone searches, it pops up relevant resources so they can hopefully figure it out before having to enter in a case for our customer service reps.
Jessie Mead | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Community Cloud is being utilized as an internal employee intranet at my current organization. 12 different companies under one parent umbrella are able to access the Intranet, see data specific to them (alerts, announcements, volunteer events, knowledge articles, etc.), and communicate amongst each other. We have a team directory available with photos for everyone. We also have a streamlined ticketing system so each division can submit tickets based on their company.
Андрей Жеребцов | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use it in the department that I lead. It helps us to collaborate and makes our job so much easier. It gives us a lot of data and increases customer satisfaction. It's very powerful and easy to use.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce is used by everyone in our company. This is how we find information about customers, prospects, and sales stages. It also helps our company with forecasting revenue and managing pipeline. Leadership can see data easily and users, in general, can create their own reports and customize their own data.
Jason Guinn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Experience Cloud is used to support our long-term care pharmacy operations. Client facilities are able to securely access the portal to obtain on-demand access to clinical reports, financial reports, compliance documents, general policies & procedures, and even quality metrics - such as the amount of time that our consultant pharmacists spend reviewing patient charts within each building. Implementing the Experience Cloud has given our customers the ability to access the data they need when it is needed by them. In some cases, regulatory surveyors request historical data and this previously resulted in a series of frantic phone calls to our call center in order to try and obtain the requested information, then distribute that by encrypted email. Now our customers simply access the secure portal and very rapidly access the needed data without spending time on phone calls and emails.
David Nero | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Experience Cloud (formerly Salesforce Community Cloud) is being used for a few departments. It addresses the business problem of needing a digital environment for employees to share content. It addresses the need for an intranet for staff to share content related to a particular service. Salesforce Experience Cloud (formerly Salesforce Community Cloud) is a good option for organizations that have implemented Salesforce for CRM, IT support, case management, etc. Salesforce Experience Cloud (formerly Salesforce Community Cloud) also addresses the business problem of having a solid digital presence to share content with colleagues.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are using Salesforce Experience Cloud for the whole organization to offer a portal for employee engagement. It is integrated with Service Cloud and the portal built on Salesforce Experience Cloud is very scalable and easy to manage. It is easy to configure, enabling faster development, testing, and delivery of new features and enhancements.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We just implemented [Salesforce Experience Cloud (formerly Salesforce Community Cloud)] this year, and we are currently planning to initially use it as a customer portal where customers can log in to check status of their cases, search their company's cases, and link out to our already-existing help and community sites. Eventually, we plan to migrate our help center and community information into our experience as well. This is primarily used by our customer success team with input from marketing.
Vítor Hugo Pacheco | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Experience Cloud is used both by Service and Sales departments, and our goal is to create a customer-first digital experience that has real impact on customer loyalty and revenue.

Keeping all interactions in one place, giving first call resolution and a 360º overview about customer interaction is valued in this tool.
Christopher Rodriguez | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
[Salesforce Experience Cloud (formerly Salesforce Community Cloud)] is used by a number of companies I work with, from outside sales reps logging leads and sales deals. To customer service portals for customer to submit support tickets, to also use cases of being a portal for franchisee companies to get knowledge articles and support from the parent organization.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
My organization is currently using Salesforce Experience Cloud (formerly Salesforce Community Cloud) to connect both our internal users and external users to our Salesforce environment. We use it for providing up to the minute updates, internal/external communication, quotations, review incoming inventory, place parts orders, place large orders, review and submitting warranty claims, viewing customers, and analytics.

The experience allows us to keep everything in one place, easy for new and old users.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Salesforce [Experience Cloud (formerly Salesforce Community Cloud)] to track student data, communication, and movement through the enrollment funnel. It is used by various departments across the organization.
It helps us to know which departments have been in touch with which prospective students. We're also able to manage an information funnel from inquiry through matriculation.
Siddarth Upadhya | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Firstly, Salesforce Community Cloud is one of the best cloud-based SaaS eCommerce solutions in the market. We at our company using it mostly in our marketing team. The best feature, which is working perfectly for us, is the creating of sites. It helps to be in touch with all peers, members, and clients at one spot. Many inbuilt features like data/file sharing, customization, personalization, integration, chatter, etc. are working perfect for us.
Joseph Alleruzzo | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Community Cloud is primarily used as a CRM platform for customer data holding. I am able to get a full view of my client's customers enabling us to deliver smarter, faster, and more personalized communications. One of the best parts is when we automate service processes, streamline workflows, and surface key articles, topics, people for customer service.
Pedro Henrique de Almeida | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
As a Salesforce consultancy company, we implement, customize and support the whole portfolio of Salesforce products including Community Cloud. We've been able to successfully deliver Community Cloud based solutions that range from a simple portal that convert user data from a contact form into a lead within Sales Cloud to a complete portal where salesman are capable of tracking the whole lifecycle of a initial lead coming from multiple sources to a conversion to opportunity, all within Community Cloud with data synchronized to the main Sales Cloud.
February 12, 2020

The Easy Part of My Day

Score 6 out of 10
Vetted Review
Verified User
Incentivized
It is being used within a specific department. It allows us to streamline our sales process, and a basis of record on accounts, prospects, clients, deals closed and as well as historical metrics. I like it because of how intuitive and easy it can be to wrap my head around.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are an outsourcing organisation using Salesforce for CRM for our clients (usually our clients CRM implementation) and use/suggest using Salesforce Community to deal with their suppliers, customers and/or automotive dealerships.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use it to track customer interactions that we have as well as communicate with cross functional departments in order to support our customers. We also use it to sign people up for offers, remove offers, credit fees. Other departments use it for different things, but I’m only familiar with what customer service does.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The entire organization was using SalesForce Community Cloud but my experience was focused around the customer success department. Streamlined everything into one spot for our team to log our information and keep up with what was happening with our customers and partner ecosystem.
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Community Cloud is being used by by our entire organization as well as our external users. This is where we maintain our knowledge base (FAQ) and our user support case management. Customer Support maintains the case management system. Marketing and Support manage the FAQ knowledge base. My team references the Community Cloud system to look up technical questions as well as cases opened by customers. Customers reference the Community Cloud system to look up technical questions as well. Customers also use the cases to manage their issues.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Community Cloud is being used by our whole organization in the way that this is a customer service oriented company, no matter what position you're in. The frontlines of the customer service experience are used by our representatives to communicate and receive feedback/help from our users. This is done by using Salesforce. Not by just the minute simple tasks, but by allowing a simple email to be used by anyone to share each experience used by our service, Salesforce allows the Customer Service department to outreach these issues/praises into other departments to further reach our companies peak potential.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use this for our partner portal. It has been heavily customized to reflect our brand and extend our online community experience. Their is an environment in play whereby our partners utilize this and can also log and register any business leads that automatically integrate to Salesforce Sales and Marketing Cloud. This can also be done via mobile anywhere, from any device. Partners can access the community through the Salesforce mobile app or from any mobile browser. Primarily used to grow our partner sales and relationships and also empower employees internally and externally.
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