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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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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

(391)

Attribute Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
April 29, 2021

Customizable, functional, slightly challenging to independently implement

Verified User
Manager in Other
Computer Software Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • Pre-built templates are sleek, customizable, and easy to navigate as an end-user
  • The level of customizability allows you to create a truly branded experience for customers
  • The ability to collect data around usage is powerful
  • 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)
Likelihood to Recommend
[Salesforce Experience Cloud (formerly Salesforce Community Cloud)] seems to be very well suited for what we want to use it for, which is to allow customers to have access to their ongoing and already-resolved cases, which will save our customer success team time and allow for transparency. It also seems well-suited for fine-tuning knowledge libraries, as it allows you to track the knowledge articles that are most impactful (and conversely, those that are less impactful) as you are able to track the path that customers use to self-serve ahead of submitting a ticket. I haven't run into any scenarios yet where we wanted to use Experience Cloud as a solution but discovered that it wasn't a fit.
Most Important Features
  • Customizability - branding, layout, level of access
  • Gated access - ability to gate information from public visibility
  • Data collection - ability to see the path customers take to self-serve to better improve our knowledge articles
Return on Investment
  • Time savings for our customer success team - no need to continually follow up on tickets as customers have access to see status themselves
  • In the future, it will also allow us to create more impactful knowledge articles that will increase self-service over ticket creation
Alternatives Considered
We are currently using Vanilla to manage our community (including our knowledge base & ideas), but will be moving to [Salesforce Experience Cloud (formerly Salesforce Community Cloud)] within the quarter. We decided to move forward with Experience Cloud because it integrates so seamlessly with Salesforce and allows us to gather data around self-service activities that we up until now have not been able to garner.
Other Software Used
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.
June 04, 2019

Salesforce App Cloud has helped our business grow

Verified User
Account Manager in Sales
Computer Software Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Salesforce App Cloud is being used predominantly within Marketing and Sales. It is our single source of truth for all prospect engagements and customer management. As a sales rep, I rely on Salesforce daily to keep track of tasks relating to my accounts and to measure/improve my performance week to week.
Pros and Cons
  • Visualizes the performance of a team
  • Tracks all customer/prospect engagements
  • Enables easy communication between departments on the statuses of clients
  • Reporting functionality has quite a learning curve to set up
  • Sometimes SO many features that I'm overwhelmed and miss out on relevant ones
  • Can be a burden to update at times
Likelihood to Recommend
In any instance where you're selling into large accounts where several stakeholders exist, Salesforce App Cloud is well suited. Any kind of enterprise business would benefit. If it's a very transactional business or small brick & mortar store where ongoing relationships aren't nearly as critical, it wouldn't be as relevant. You could likely get by with a lighter weight CRM.
Salesforce Experience Cloud Feature Ratings
Digital Experience Platform
N/A
N/A
Web Content Creation
N/A
N/A
Web Content Management
N/A
N/A
Customer experience management
N/A
N/A
Results and Analysis
N/A
N/A
Platform & Infrastructure
N/A
N/A
Security
N/A
N/A
Return on Investment
  • Salesforce has increased revenues dramatically
  • Gotten sales and marketing much more aligned on initiatives
  • Given us a baseline of performance that has helped us improve
Alternatives Considered
We're loving Salesforce App Cloud for our single source of truth. We're using a couple of similar products that are more equipped for dialing functionality or auto emailing. But Salesforce App Cloud has been the most robust in terms of integrating with the other apps we're using and being flexible to our changing initiatives.
Other Software Used
Outreach, Carta (formerly eShares), Expensify
March 21, 2018

Unmissable in a mid- to large company

Verified User
Employee in Marketing
Marketing and Advertising Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Salesforce Community cloud is being used by the entire organisation in order to keep everything up-to-date. We make sure everyone is able to have insight in the data that gets passed on between the marketing department and the sales department. This tackles the problem of miscommunication and lack of information in meetings.
Pros and Cons
  • Allows feedback and records of competitive information
  • Keeps our employees current in industry trends
  • Quite the learning curve. We had to provide employees with courses to make sure they understood what we were trying to do and the importance of the project.
Likelihood to Recommend
Salesforce Community cloud is well suited for mid to large companies that tend to lack the thrust to move forward due to the lack of communication. It can be a really helpful tool for these companies in order to provide data and information about industry trends to all departments and expertises.
Return on Investment
  • We haven't measured the ROI but the overall communication has definitely improved.
  • The seamless integration with other applications had a positive impact on the general opinion within the company.
Alternatives Considered
We were using Salesforce, so this was a natural choice.
Other Software Used
January 29, 2018

Experience the Power of Community Cloud

Verified User
Consultant in Customer Service
Internet Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Community cloud provides an excellent way to interact with information from your Salesforce instance in a secure area where your users are authenticated. It allows partners or constituents to update information, interact with one another, and access learning and articles.
Pros and Cons
  • Portal with authenticated login.
  • Interact with live Salesforce data.
  • Ability to integrate other systems into the community makes it very powerful.
  • Price can be expensive if you need a lot of licenses.
  • Functionality continues to be created and as lightning is developed will become more powerful.
Likelihood to Recommend
  • When a self-service community is needed.
  • When a secure community is needed for customers or constituents to interact.
  • When you have important data in Salesforce that you want to extend to a wider audience in a secure way.
Return on Investment
  • Increases our constituent engagement.
  • Allows us to collect information from our customers which decreases email communication.
  • Allowed us to deploy quickly and not build a custom solution which would require constant maintenance.
Alternatives Considered
Blows Blackbaud out of the water. Blackbaud holds your data hostage and locks you in at a higher price. Avoid at all costs.
Other Software Used
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