A Good Tool for Providing Online Resources
Anonymous | TrustRadius Reviewer
November 15, 2018

A Good Tool for Providing Online Resources

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Salesforce Community Cloud

We use it for a department only. This department runs a state-wide resources and referral program. We use Salesforce Community Cloud to list health information/resources. Users can search for resources based on their needs. They can also read articles we post to educate themselves. They can also contact us from the community cloud and it connects to the service cloud to become a case our staff to respond to.
  • Powerful search bar
  • Easy to use pre-built theme/design.
  • Easy to set up data fields
  • Display design is very limited unless you have someone who knows how to code.
  • Pre-built data fields' labels cannot be changed. Such as "shipping address" cannot be changed to "physical address".
  • Search bar cannot return data from data field that's not text field.
  • It allows us to provide a self-served searchable database while our call center is closed.
  • It helps provide support documents/articles that our call center staff can refer calls to if needed to.
  • It provides a central location for our staff to review data and update data on regular basis.
Because our program also includes a call center, live chat, texting and potentially Facebook Messenger chat, it makes sense that we go with Salesforce Community Cloud so it integrates nicely with Salesforce Service Cloud we use for the other elements of the programs and all data is at the same place.
If your data is pretty straightforward Community Cloud can definitely do the work beautifully. However, if you have a group of similar data in different structures - say you have "autism" topic in screening, treatment, support group and in articles as well and when you search "autism", users will have to manually filter through a bunch of results returned in all different categories to figure out what they are looking for.