Salesforce Experience Cloud Reviews and Ratings

Rating: 8 out of 10

Score

8 out of 10

Community insights

TrustRadius Insights for Salesforce Experience Cloud are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Customizable UI: Users have consistently appreciated the platform's customizable interface, which allows for extensive design flexibility and easy configuration, enhancing user experience. The ability to tailor the UI to specific preferences has been a key factor in users' positive feedback.

Easy-to-use plugins for customization: Many reviewers have highlighted the availability of easy-to-use plugins for full-page customization without the need for coding skills, simplifying the process of creating personalized designs. This feature has contributed significantly to users' satisfaction with the platform's customization options.

Integration with Salesforce sales: Customers have valued the seamless integration with Salesforce sales, emphasizing how it streamlines data manipulation and enables effortless modification of data structures. This integration has proven to be a valuable asset in optimizing sales processes and overall efficiency for many users.

Reviews

56 Reviews

Salesforce Communities Review

Rating: 8 out of 10

Incentivized

November 17, 2025

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.

Likelihood to Recommend

Salesforce Communities is great in that it leverages a lot of both Salesforce standard and custom features. For us to be able to have leads and opportunities and deal registration — very standard motions within partner communities — it’s nice to be able to have that interface link directly with our sales model at Snowflake. So yeah, it’s really nice to be able to not have to bounce from technology to technology. I think that’s really important when we think about Salesforce Communities.

Verified User

Manager in Sales (5001-10,000 employees)

Vetted Review

7 years of experience

Salesforce Experience Cloud Review

Rating: 9 out of 10

Incentivized

November 5, 2025

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.

Likelihood to Recommend

Well suited, like I mentioned earlier, there's if you're interacting with customers at any level where you want them to be able to come in, either self-service order management, things like that, your products, that's one level. And also I didn't mention is for partner cloud. So if you're partnering with resellers of your products and more advanced use cases, it makes sense for that because it can let them have insights into sales pipelines and things like that as needed.

Verified User

Employee in Information Technology (51-200 employees)

Vetted Review

10 years of experience

Salesforce Experience Cloud Review

Rating: 7 out of 10

Incentivized

November 5, 2025

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.

Likelihood to Recommend

I mean, basically if you want to show different user face, your customers or clients or partners, you can basically easily use Experience Cloud. They don't need to log in Salesforce and they can't reach your data, which is the better benefit, I guess.

Merve Elevli

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

Vetted Review

4 years of experience

Salesforce Experience Cloud Review

Rating: 10 out of 10

Incentivized

November 3, 2025

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.

Likelihood to Recommend

For well-suited, this product is great for your external clientele groups that you would not necessarily want to have a high user fee rate for. So basically general public or a group that will be authorized to come in and just do a few things here and there, but you don't necessarily want them access to all of your systems and your data points for groups that it would not be a great use for. I'd say probably your high level internal staff, they're going to be using a lot of the backend functionality automations, evaluating data, managing data, and doing custom inputs. That's just not what's intended for.

Verified User

Director in Corporate (51-200 employees)

Vetted Review

10 years of experience

Salesforce Experience Cloud Review

Rating: 10 out of 10

Incentivized

November 3, 2025

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.

Likelihood to Recommend

For customer and the partner, honestly, I cannot find anything which that less appropriate. If you don't have a customer, if you are developing CRM for your internal employee, well then you don't have to go and use a particular PRM portal. But if you're dealing with partner or a customer, which is outside user, I'll definitely recommend it.

Ankita Dhamgaya

Director in Corporate at AlgoCirrus (11-50 employees)

Vetted Review

12 years of experience

Salesforce Experience Cloud admin review

Rating: 10 out of 10

Incentivized

January 29, 2024

Use Cases and Deployment Scope

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.

Pros

Security settings
Flexible ways to let customers reach customer service teams
Easy to set up custom actions related to company's internal processes

Cons

More options for layouts
Easier ways to customize the look of it
More documentation on best practices

Likelihood to Recommend

Well suited for companies that have partners or end users that like to self-service. Easy to publish content and knowledge articles for them to learn if they are new, and to post announcements and important updates on the homepage so they don't miss anything. It's hard to customize it to look like your main website unless you have resources that can write code. The templates have some flexibility in how you can lay things out, but you're really limited unless you go beyond the out of the box templates or have people on the team that can put together custom components for you.

Verified User

Administrator in Information Technology (5001-10,000 employees)

Vetted Review

5 years of experience

Salesforce Journey - our Pilot testing

Rating: 8 out of 10

Incentivized

November 25, 2021

Use Cases and Deployment Scope

We are reviewing this tool for the business team to build 1-to-1 relationships for our clients.

Pros

Build client relationships with journey phases
Provide customer feedback into the tool
create single customer interface to create cross channel customer experience

Cons

We like the tool but should be integrated with Azure or AWS authentication for SSO

Likelihood to Recommend

Our pilot experiences were satisfactory and would need to [be further tested] to provide more feedback.

Verified User

Strategist in Information Technology (10,001+ employees)

Vetted Review

5 years of experience

One of the best CRMs on the market

Rating: 10 out of 10

Incentivized

May 26, 2021

Use Cases and Deployment Scope

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.

Pros

Pipeline management.
Reports.
Account information.

Cons

It can be complex sometimes.
one department might only be comfortable using a specific section of the dashboard.
It's boring to update contact information.

Likelihood to Recommend

Salesforce is well suited when I need to access information about my clients, for example, industry, revenue, website, contacts, opportunities (upsells, closed-wons). It is also good to keep track of pending activities such as onboardings and progress review calls. It is less appropriate when I need to see a record of all emails sent to a specific customer.

Verified User

Account Manager in Sales (1001-5000 employees)

Vetted Review

3 years of experience

Better-than-Expected Results from Implementation of Salesforce Experience Cloud

Rating: 10 out of 10

Incentivized

May 19, 2021

Use Cases and Deployment Scope

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.

Pros

Flexible hierarchical security and sharing settings
Offers secure access to reports in document (PDF, Excel, or Word formats)
Offers customers access to flexible, dynamic quantitative reporting

Cons

Initial setup of security profiles when complex situations (such as parent-child permissions) are required

Likelihood to Recommend

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

Chief Financial Officer in Finance and Accounting at Clinical Management Concepts, Inc. (51-200 employees)

Vetted Review

3 years of experience

View profile

Solid when coupled with Salesforce CRM/other Salesforce applications

Rating: 7 out of 10

Incentivized

May 14, 2021

Use Cases and Deployment Scope

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.

Pros

Organize content
Allow self service
Easy to configure

Cons

Content management system is not great
Overall backend usability

Likelihood to Recommend

It's a good product if you are going to leverage Salesforce for a lot of applications. The product is well suited to serve as a collaboration portal with internal or external customers. It's likely less appropriate for fully public-facing websites where the importance is purely on look and feel vs. substantive content or collaboration.

David Nero

Assistant Vice President in Information Technology at University of Massachusetts (501-1000 employees)

Vetted Review

2 years of experience

View profile