Salesforce has rebranded its Community Cloud to Experience Cloud, causing some confusion among users. This change reflects the expansion of features and capabilities beyond just building online communities.
Experience Cloud now offers a wider range of tools for creating digital experiences, including portals, websites, forums, self-service centers, and mobile apps.
The core technology behind Community Cloud remains, but Experience Cloud adds more options for businesses to connect with customers, partners, and employees.
The update aims to improve communication and engagement across different touchpoints. Experience Cloud integrates with other Salesforce products, allowing companies to create more personalized and seamless experiences.
While the name has changed, the focus on building solid digital relationships remains at the heart of this Salesforce offering.
Overview of Salesforce Cloud Solutions
Salesforce offers cloud-based platforms to help businesses connect with customers. These solutions include Community Cloud and Experience Cloud, which provide tools for creating digital spaces and enhancing customer interactions.
Defining Salesforce Community Cloud
Community Cloud was Salesforce’s platform for building online communities. It lets companies create websites and portals for customers, partners, and employees. Users could share information, ask questions, and collaborate in these spaces.
Community Cloud had features like:
- Custom branding
- Discussion forums
- File sharing
- Case management
It helped businesses improve customer support and boost engagement. Many companies used it to create self-service portals and partner networks.
Defining Salesforce Experience Cloud
Experience Cloud is the new name for Community Cloud. Salesforce changed its name to reflect its broader range of uses. It retains the core features of Community Cloud while introducing new tools.
Experience Cloud lets businesses:
- Build websites
- Create mobile apps
- Set up customer portals
- Make employee intranets
It uses AI to personalize content for each user. The platform also integrates seamlessly with other Salesforce products, enabling companies to deliver improved service across all customer touchpoints.
Experience Cloud aims to create more engaging online spaces. It focuses on the whole customer experience, not just community features.
Comparing the Core Purposes
Salesforce’s Community Cloud and Experience Cloud have distinct focus areas. These platforms aim to cater to diverse business needs and user expectations.
Salesforce Community Cloud’s Focus Areas
Community Cloud focuses on creating spaces for collaboration. It lets companies set up online communities for customers, partners, and employees. These communities help with support, sales, and teamwork.
The platform makes it easy to share knowledge. Users can ask questions, find answers, and connect with experts, boosting customer satisfaction and cutting support costs.
Community Cloud also helps manage partner relationships. It provides partners with tools to collaborate and close deals more efficiently.
Salesforce Experience Cloud’s Focus Areas
Experience Cloud takes things further. It creates personalized digital experiences for all users. This platform enables businesses to create custom websites, portals, and mobile applications.
It focuses on making every interaction smooth and branded. Companies can design unique interfaces that match their look and feel.
Experience Cloud also improves business processes. It links data from other Salesforce products to provide users with what they need, simplifying tasks such as case management and order tracking.
The platform emphasizes customer experience. It allows businesses to tailor content and services to each user’s needs and preferences.
Functionalities and Features
Salesforce’s cloud platforms offer distinct capabilities for creating digital experiences. They provide tools for collaboration, knowledge sharing, and building online communities.
Salesforce Community Cloud Capabilities
Community Cloud focuses on creating online spaces where customers, partners, and employees can connect. It has features for forums, case management, and file sharing. Users can ask questions, find answers, and share ideas.
The platform integrates with Salesforce CRM, allowing easy access to customer data and support cases. Community Cloud also offers customizable templates for quick setup.
Knowledge bases are a key component. They allow companies to create and share articles, helping users find information quickly. Partner portals allow businesses to collaborate with resellers and distributors.
Salesforce Experience Cloud Advancements
Experience Cloud builds on the foundation of Community Cloud, offering more advanced tools. It offers a broader range of options for creating digital experiences.
The platform supports the development of websites, portals, and mobile applications. It has drag-and-drop tools for easy page creation without coding. Users can add components like surveys, calendars, and rich media.
Experience Cloud improves personalization. It can show different content based on user roles or preferences. The platform also has better analytics to track engagement and user behavior.
Integration with other Salesforce products is more robust. This includes Commerce Cloud for online stores and Marketing Cloud for campaigns.
Customization and Personalization
Salesforce Experience Cloud provides users with powerful tools to tailor digital experiences and deliver personalized content across various platforms.
These features enable companies to create unique, branded experiences for their customers, partners, and employees.
Customization of Digital Experiences
Experience Builder offers drag-and-drop tools to customize user interfaces without coding. Users can add components, change layouts, and apply branding.
The platform offers pre-built templates for common use cases, including customer service portals and partner communities.
Companies can create custom themes, including colors, fonts, and images, to match their brand identity. Developers can also build custom Lightning components for more advanced functionality.
Experience Cloud connects to Salesforce CRM data. This lets admins display relevant records and fields to each user group. They can set up dynamic pages that show different content based on user profiles or permissions.
Personalization Across Platforms
Experience Cloud uses AI-powered personalization to show targeted content and recommendations. The system learns from user behavior and preferences over time.
Admins can set up personalized navigation menus and home pages for different user types. They can create audience segments and deliver custom content to each group.
The platform works seamlessly across devices, offering a consistent experience on both desktop and mobile. Users receive personalized dashboards with relevant data and actionable insights.
Companies can utilize personalization to display product recommendations, suggest relevant articles, or highlight community posts. This creates more engaging and relevant digital experiences for each user.
Security and Compliance
Salesforce takes security and compliance seriously for both Community Cloud and Experience Cloud. These platforms offer robust security features to protect sensitive data.
User authentication is a key focus. Both clouds support single sign-on, two-factor authentication, and IP restrictions to control access.
Data encryption safeguards information at rest and in transit, helping to meet compliance standards like GDPR and HIPAA.
Salesforce provides tools for admins to set granular permissions. This allows them to control what users can view and edit within the platform.
Regular security audits and penetration testing are conducted. These processes help identify and address potential vulnerabilities.
Both companies maintain compliance certifications, including SOC 2, ISO 27001, and other relevant certifications applicable to various industries.
Salesforce CRM integration allows for consistent security policies across platforms. This ensures data protection aligns with existing CRM safeguards.
Monitoring and logging features enable tracking of user activities. Admins can review access patterns and investigate any suspicious behavior.
Automatic backups and disaster recovery plans are in place. These measures help protect against data loss and ensure business continuity.
Integration and Ecosystem
Salesforce Community Cloud and Experience Cloud offer different integration options and ecosystem features. These platforms connect with Salesforce CRM and third-party applications to enhance functionality and user experience.
Salesforce Community Cloud Integration Options
Community Cloud integrates smoothly with Salesforce CRM. This connection lets users access customer data and records directly in the community. Companies can also link Community Cloud to third-party apps through APIs.
Popular integrations include:
- Marketing automation tools
- Customer support software
- Social media platforms
These connections help businesses create a unified experience for customers and partners. Community Cloud’s integration abilities make it easier to share data across systems and streamline workflows.
Salesforce Experience Cloud’s Ecosystem
Experience Cloud builds on Community Cloud’s integration features. It offers a wider range of pre-built connectors and apps. The AppExchange marketplace gives users access to hundreds of add-ons and plugins.
Key ecosystem benefits:
- More customization options
- Deeper integration with Salesforce products
- Easier connection to external data sources
Experience Cloud lets companies create complex, personalized digital experiences. Its robust ecosystem supports advanced use cases across industries. Users can mix and match tools to build tailored solutions for their needs.
Support, Collaboration, and Engagement
Salesforce platforms offer tools to enhance customer support, foster partner collaboration, and boost user engagement. These features enable businesses to establish strong relationships and deliver enhanced experiences.
Customer Support Channels
Experience Cloud provides multiple channels for customer support. These include self-service portals, knowledge bases, and community forums. Customers can find answers to common questions without needing to contact support staff. This saves time for both customers and businesses.
Live chat allows real-time communication between users and support agents. Customers can get quick answers to their questions. Case management tools help track and resolve issues efficiently.
The platform also offers AI-powered chatbots. These can handle simple queries and free up human agents for more complex problems.
Partner Collaboration Spaces
Experience Cloud creates dedicated spaces for partner collaboration. These secure areas enable businesses to share documents, updates, and resources with partners, who can then easily access training materials and product information.
Real-time collaboration tools, including chats and video calls, enhance communication. Partners can collaborate on projects, share ideas, and solve problems quickly.
Discussion boards and Q&A forums facilitate knowledge sharing among partners, foster a strong partner community, and enhance overall performance.
User Engagement Techniques
Experience Cloud offers various ways to keep users engaged. Gamification features like points, badges, and leaderboards encourage active participation. Users earn rewards for helpful contributions to the community.
Personalized content recommendations keep users interested and coming back. Based on user behavior, the platform can suggest relevant articles, discussions, or products.
Social features like likes, comments, and shares enhance user interaction, fostering a sense of community and driving platform usage.
Polls and surveys gather user feedback and ideas. This enables businesses to enhance their products and services based on user feedback.
Scalability and Performance
Salesforce Experience Cloud offers robust scalability and performance capabilities. It can handle a large number of users and high traffic volumes without compromising speed or functionality.
The platform uses advanced caching and optimization techniques to ensure fast page load times. This is especially important for mobile users accessing sites on smartphones or tablets.
Experience Cloud sites are mobile-optimized by default. They automatically adjust layouts and content to display properly on different screen sizes.
Load handling is a crucial strength of Experience Cloud. The infrastructure can scale quickly to manage traffic spikes during busy periods or marketing campaigns.
Some performance features include:
- Content delivery networks (CDNs) are used to serve static assets faster
- Database query optimization
- Efficient API calls
- Smart page caching
Administrators can monitor site performance through built-in analytics tools. These provide insights into page views, load times, and other key metrics.
For high-volume sites, Experience Cloud offers options to upgrade server resources. This allows businesses to maintain speed as their communities grow larger over time.
Pricing and Value
Salesforce offers different pricing structures for Community Cloud and Experience Cloud. The costs vary based on features and user needs. Both aim to provide value through improved customer engagement and streamlined processes.
Salesforce Community Cloud Pricing Structure
Community Cloud uses a per-member pricing model. Basic features cost $25 per member per month, while more advanced plans can cost $100 or more per member per month. Pricing varies depending on the type of community and the level of access required.
Salesforce provides a pricing and packaging guide for detailed information. This guide helps businesses select the ideal plan for their specific needs. Community Cloud offers plans for customer, partner, and employee communities.
Businesses should factor in setup costs and potential customization fees. These can add to the total investment. Volume discounts may be available for larger organizations.
Experience Cloud Cost Benefits
Experience Cloud focuses on return on investment (ROI) and long-term value. While exact pricing isn’t publicly listed, it’s designed to be flexible. Businesses can build custom digital experiences without high upfront costs.
The platform enables the rapid development of sites, portals, and apps, resulting in a faster time to market and lower development expenses. Experience Cloud’s tools can also help improve customer satisfaction and loyalty.
By centralizing customer interactions, businesses may see lower support costs. Improved self-service options can decrease staff workload. The platform’s analytics can help identify areas for improvement and cost savings.
Experience Cloud’s value proposition includes increased efficiency and better customer insights. These benefits can contribute to overall business growth and improved customer relationships.
Salesforce Community and Experience Management
Salesforce offers tools to build and oversee online communities and digital experiences. These capabilities help businesses connect meaningfully with customers, partners, and employees.
Managing Online Communities
Community management in Salesforce focuses on creating spaces for interaction and collaboration. Users can set up forums, support centers, and portals, which let people ask questions, share ideas, and solve problems together.
Salesforce provides features to moderate content and keep discussions on track. Admins can set rules, flag inappropriate posts, and highlight helpful users. Analytics tools show which topics are popular and who the most active members are.
Companies can use these communities to gather feedback, provide support, and build customer loyalty. Partners can collaborate on projects and share resources, and employees can find information and connect with coworkers.
Creating Engaging Digital Experiences
Experience Cloud goes beyond simple communities. It lets businesses create custom websites, mobile apps, and self-service portals. These tools help deliver personalized content and services to different user groups.
With Experience Cloud, companies can build branded spaces that match their visual style. They can add features such as knowledge bases, case management, and e-commerce, creating a unified customer experience across different touchpoints.
Content management tools make it easy to update and organize information. Businesses can create and publish articles, videos, and other resources. They can target content to specific audiences and track how people engage with it.
Implementation and Adoption
Implementing Salesforce Experience Cloud requires careful planning. Companies should start by setting clear goals for their digital experience. This helps guide the setup process.
A skilled team is key for a smooth rollout. This may include Salesforce experts, designers, and developers. They work together to build the site and customize features.
Training staff on the new system is crucial. This can involve hands-on sessions and online resources. The goal is to ensure everyone knows how to use the platform effectively.
Getting users on board takes effort. Companies often use these strategies:
- Highlight benefits to encourage adoption
- Set up a pilot group to test and provide feedback
- Create easy-to-follow user guides
- Offer ongoing support to address questions
Measuring success is essential. Teams can track metrics like user logins, content engagement, and customer satisfaction. This data helps refine the experience over time.
Regular updates keep the platform fresh. As Salesforce adds new features, companies can decide which ones to use, keeping the digital experience current and valuable for users.
Salesforce Community Cloud vs Experience Cloud – Summary
Salesforce rebranded Community Cloud as Experience Cloud in 2022. They are the same product with an updated name.
Experience Cloud offers expanded features for digital interactions:
| Feature | Description |
|---|---|
| Communities | Online spaces for customers, partners, and employees |
| Portals | Secure access points for specific user groups |
| Websites | Branded online presence for businesses |
| Forums | Discussion platforms for users to interact |
| Mobile Apps | On-the-go access to community features |
Experience Cloud integrates with other Salesforce products. It allows businesses to create personalized, branded digital spaces.
The platform helps improve communication with clients, partners, and employees. Users can join, get information, and interact in these digital environments.
Experience Cloud aims to enhance customer engagement and support. It provides tools for building self-service portals and knowledge bases.
The rebrand reflects the broader capabilities of the platform beyond just community building.
Frequently Asked Questions
Salesforce Experience Cloud offers new features and capabilities compared to Community Cloud. This section answers common questions about the platform’s name change, features, pricing, and integration options.
What is the new name for Salesforce Community Cloud?
Salesforce Community Cloud is now called Salesforce Experience Cloud. The company rebranded the platform to better reflect its expanded capabilities and focus on creating digital experiences.
How do the features of Salesforce Experience Cloud compare to Community Cloud?
Experience Cloud builds on Community Cloud’s features. It includes tools for real-time collaboration, file sharing, and mobile access. The platform offers more options for customizing digital experiences for customers, partners, and employees.
What are the pricing differences between Salesforce Experience Cloud and other Salesforce Clouds?
Pricing for Salesforce Experience Cloud varies based on the specific features and user licenses needed. It’s best to contact Salesforce directly for accurate pricing information tailored to your organization’s needs.
What specific functionalities does Salesforce Experience Cloud offer for community engagement?
Experience Cloud provides tools for online forums, knowledge bases, and customer support. It allows companies to create branded online spaces where users can connect, share information, and access important data.
In what ways does Salesforce Service Cloud differ from Experience Cloud?
Service Cloud focuses on customer service and support, while Experience Cloud is designed to build online communities and digital experiences. Service Cloud handles case management and customer interactions, whereas Experience Cloud creates spaces for collaboration and engagement.
Can Salesforce Experience Cloud be integrated with other Salesforce products?
Yes, Salesforce Experience Cloud can be integrated with other Salesforce products. This integration allows for seamless data sharing and workflow management across different Salesforce platforms, enhancing overall functionality and user experience.
Conclusion
Salesforce Community Cloud and Experience Cloud are the same platform under different names. The rebranding reflects Salesforce’s focus on creating richer digital experiences.
Experience Cloud builds on Community Cloud’s foundation. It offers enhanced tools for building portals, websites, forums, and mobile apps. The core features remain similar. Both versions allow businesses to connect online with customers, partners, and employees.
Experience Cloud emphasizes customization and engagement. It aims to meet evolving needs for interactive digital spaces.
The change is mainly in name only for most users. Existing Community Cloud implementations can continue without major adjustments.
When choosing between the two, companies should focus on their specific requirements. The platform’s capabilities, not the name, matter most.
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