Customizable, functional, slightly challenging to independently implement
April 29, 2021

Customizable, functional, slightly challenging to independently implement

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Salesforce Experience Cloud (formerly Salesforce Community Cloud)

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.
  • 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)
  • 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
  • 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
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.

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

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[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.