Salesforce Experience Cloud

Score8.2 out of 10

452 Reviews and Ratings

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.

Categories & Use Cases

Merve Elevli

Senior Sales Sports Developer in Sales at Dragin (11-50 employees employees)

Use Cases and Deployment Scope

We have a portal that our investors should log in and they need to see what is their investments, what is their transactions, or they need to see their monthly reports and dashboards. There's a calculation. Basically they're going to see what is their account report.

Pros

Experience Cloud has been a good user interface and it's fast and it's related with Salesforce. It seems like it's a different domain, but it is not the only problem. When I get Salesforce, I guess when Salesforce introduced Experience Cloud, they were fast. There is a lot of box around the experience cloud, but it's still nice

Cons

There is a button for using Experience Cloud. Some Salesforce instance does have it and some Salesforce instance doesn't have it. And we have to reach the Salesforce support. I would like to just easily reach the Salesforce support for Experience Cloud because you need to wait and they need to escalate the support. Other than that, I like their email informations also, but the permission sets are so hard to, you need to apply to the Experience Cloud too, but it's really hard to do it. I guess they're the bad sides, but other than that, it's fast and it's so good.

Return on Investment

It is because we are going to, for example, if the 10 bucks is to experience Cloud user, we are going to pay Salesforce 10 bucks, but the company is going to give us 50 bucks. I mean, we are earning 40 bucks from every experience Cloud user, it's like that.

Usability

Ankita Dhamgaya

Director in Corporate at AlgoCirrus (11-50 employees employees)

Use Cases and Deployment Scope

Not in my organization. I would say I am helping others telling them how partner portal PRM is useful for them, what are all the different licensing costs for them and then helping them for the implementation side as well.

Pros

Salesforce has everything inside. So external user, first of all, licensing cost is less than the internal user. Also, they don't have to make a call out, call phone, call or write an email each time to the internal agent to know about their partnership, either peers, whether their onboarding are done or not.
Any details, self service is now made by the partners or the customer by its own. They have a product or the service visibility by their own and that's where we can reduce the time of all the internal employee. And we can also introduce AI by the way, and if they have any portion and frequently asked portion usually. So for all this small problems, usually they reach out to and call to the customer service and they say, Hey, this is not working, that's not working. And then they can help themselves with the help of frequently asked questions or with the help of agent right now.
Along with that, the training. So in order to increase your partnership peers, they have to perform some kind of trainings. They can see all the training videos right away in their portal. No interaction with the internal user for now until and unless is required so they can help themselves right now. It's very, very useful. I would say that.

Cons

So for this the particular product, the good part is there is a CMS contain management and it's very good because you can add your content inside whether it's a video, PDF, word file, whatever you want to. But the problem is we cannot do the more customization inside that. I cannot read whether the customer has clicked on the particular video. I cannot read the customer has gone through the document or not. And a few customers are very particular about the look and feel of what they're seeing. They have a theme, so we need to mask the theme in order to maintain the CMS based on the theme. I have to do some CSS that I would say and override the existing classes, but they also have to expose more so that I can do the more customization inside CM side. That's the only thing, but everything is fine.

Return on Investment

I can only see about the positive side. As I first mentioned, it has a limitation of how many objects you can expose and that's also a positive part because you don't have to show all the data to external users. You have a limitation to show the data and the objects, which is only they want to look into. So if I talk about the opportunities, they only have to deal with their opportunity. So that's the reason we can only expose the limited data.
Salesforce has the record sharing based on the role hierarchy, the one limited limitation, which I can find out here. If you have set up an account hierarchy inside the Salesforce and all the account hierarchies has a different other context in it. Each context has an external user, it's very difficult to maintain the data visibility from bottom contact to top. In an account hierarch level, you cannot do this kind of visibility to external user. So that's difficulties. I would say that.

Usability

Verified User

Director in Corporate (51-200 employees employees)

Use Cases and Deployment Scope

This solves multiple business problems that we have. Most of them are related to our external client usage. We have multiple different client groups and have set up multiple experience clouds for each of the client groups. Some of those experience clouds allowed us to manage our relationship with parents, so for registration, while others help us manage our relationship with third parties, individuals such as our coaches. We use the app version of the experience cloud for that, which allows us to put the device, the program, and the experience onto a mobile experience for them so they don't have to be around a desktop or a computer.

Pros

Experience Cloud allows you to, at a much more reasonable rate, interact with your client groups while also collecting data about those client groups and running automations off of those client groups and their interactions through backend Salesforce.

Cons

You still see a lot of customization within the product to usually get to your different client groups, so having some more out of the box functionality would be useful, especially for things such as tying to leads, contact structures, flow automations, and then also pricing is always a challenge.

Return on Investment

We don't have a revenue based return on investment because we are a nonprofit, but our return on investment is that usability for our internal client groups as well as our external client groups to make sure that one, internally we can support it more readily because it's all one system. But for the external client groups, one username, one password gets them into everything that they need access to and allows us to give them a central hub of access.

Usability

Other Software Used

Tableau Cloud, Salesforce Sales Cloud, Salesforce Service Cloud

Verified User

Manager in Sales (5001-10,000 employees employees)

Use Cases and Deployment Scope

We use our Snowflake Partner Network, which is the Salesforce Community that we have implemented. We have two communities — one’s the customer side and one’s the partner side. I manage our partner side, and it’s a way for us to really help our Snowflake partners engage with us, both on the sales aspect and also helping the partner provide information about their customer engagements with us. So it’s really a good portal for us to be able to develop our partners.

Pros

I really like the fact that our Salesforce team is able to continue to manage the Salesforce product. It’s a similar UI. A lot of the tech stack that we have within Salesforce is also transferable into the community, so it’s been nice to not have to bounce around engineering teams.

Cons

I am excited to see what we do with Slack within the partner communities, so I’m definitely keen on learning more about that and going into the different sessions here. Outside of that, I think the communities sometimes feel a little old, so in terms of just some of the UI and the look and go — I know you can customize it all — but I’m excited to see other ways companies do their partner communities. And it’s always interesting to kind of see the UI that they’ve developed. But yeah, just in general, I think sometimes, maybe it’s just our org, it looks a little old.

Return on Investment

This is great. I’ve spent three years at Snowflake now developing our Partner Network. It was pretty good. What’s nice is there’s strong implementation partners, so we worked with Seven Summits to really get us started, and we’re continuing to iterate with that same build.
We’re investing more into our partner motions, and so it’s nice to have a strong technology base with the community. We’re definitely looking to revamp it and do more. But yeah, it’s nice to be able to have our community set up as our base.

Usability

Other Software Used

Crossbeam

Verified User

Employee in Information Technology (51-200 employees employees)

Use Cases and Deployment Scope

When I work with other companies for this, it's mostly for interactions with external customers and sometimes even internal people can use it as well. Experience Cloud is more geared towards lighter weight users, but it's customizable in the sense that you can add new Salesforce data and share that with external users, even up to guest users who haven't even registered. It's compatible with most of the other features within Salesforce. Like if you hook it up to sales, we could hook it up to service and things like that. Or it can be just its own customer app to deal with whatever you need to do with.

Pros

It's quick and easy to set up at a basic level and provides reasonably out of the box drag and drop kind of customization, but it also allows you to customize it to a deeper extent using something more pro code tools.

Cons

My biggest one right now is around customization of the out of the box record level visibility. It's limited to Salesforce's old page layouts, which is pretty much static layout and doesn't offer any dynamic features like Salesforce. Internal stuff has dynamic lightning record pages. I'd love to see that functionality migrated over.

Return on Investment

Positive impacts on business objective is for allowing basically customers to come in and view their information, make order changes, engage with support and reorder or even get quotes for real time, things like that. It's so easy, it's so easy to use and so helpful. It offloads things from people calling into customer service and things like that negatively.
It's hard to say negatively, but again, sometimes from a developer and implementation standpoint, if there's some complex functionality that can be a little more tedious to implement security wise, there's some nuances that have to be carefully mitigated.

Salesforce Experience Cloud

What is Salesforce Experience Cloud?

Categories & Use Cases

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