Salesforce Experience Cloud admin review
January 29, 2024
Salesforce Experience Cloud admin review
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Salesforce Experience Cloud
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.
- Security settings
- Flexible ways to let customers reach customer service teams
- Easy to set up custom actions related to company's internal processes
- More options for layouts
- Easier ways to customize the look of it
- More documentation on best practices
- We now have less than 10 internal staff because customers can do a lot of self-service
- We can hand off publishing of content to marketing, lessening workload on admins
- Seamless integration by SSO from main website
Do you think Salesforce Experience Cloud delivers good value for the price?
Yes
Are you happy with Salesforce Experience Cloud's feature set?
Yes
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?
I wasn't involved with the implementation phase
Would you buy Salesforce Experience Cloud again?
Yes