1. Home
  2. Digital Experience Platforms (DXP)
  3. Salesforce Experience Cloud Reviews
  4. User Review of Salesforce Experience Cloud
Salesforce Community Cloud seems to be full of rain clouds
December 07, 2019

Salesforce Community Cloud seems to be full of rain clouds

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with Salesforce Community Cloud

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.
  • Honestly I don't think the way we have Community Cloud set up it is very good at anything... looking up cases is a challenge.
  • Responding to cases is a challenge - too many fields repeated in different fonts all over the place.
  • The knowledge base UI looks like it is from the 1990s.
  • Ditto from previous screen - UX is terrible.
  • Knowledge base search is very poor.
  • No metrics available within knowledge base search.
  • Well, the Community Cloud system has not helped to retain customers because finding info in our knowledge base is not cool, easy, insightful, etc.
  • The case management tools are just not good, reports are a challenge to create.
  • I do like that I can search an opportunity and find all the cases that are opened against it.
Zendesk was far better at case management.

Atlassian Confluence for knowledge base was not perfect but it was better than Community Cloud for search and appearance for the FAQ.
I gave a middle of the road answer because i have not contacted their support team. Their online help is very trivial. It is user access help, not content creation help

Do you think Salesforce Experience Cloud delivers good value for the price?

No

Are you happy with Salesforce Experience Cloud's feature set?

No

Did Salesforce Experience Cloud live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Experience Cloud go as expected?

No

Would you buy Salesforce Experience Cloud again?

No

I think the idea is great to put our Salesforce sales data in the same systems as our use case as with our knowledge base. The execution is not good. Maybe it is our implementation. I fear it is not though. I think it will end up being the solution.