Whether it’s building a comprehensive knowledge base, setting up a self-service portal, or launching a dynamic forum or partner community, Experience Cloud has you covered. Centralizing all your data gives you the power to deliver personalized content quickly and effectively.
Plus, you’re working on a platform that’s not only flexible and reliable but also scalable. So, you can easily grow your digital presence with many user-friendly tools, cutting-edge AI, and top-tier apps.
According to a report from Builtwith.com, Salesforce Experience Cloud is the backbone for help centers, customer service portals, and partner communities for more than 2,000 businesses. It’s a proven tool that drives customer loyalty and fosters business growth across various industries through personalized user experiences.
Here is a quick overview of what it has to offer:
- Launch quickly with tailor-made themes for specific industries.
- Craft multiple experiences tailored to meet specific needs.
- Create seamless interactions across devices with mobile-friendly, adaptive digital platforms.
- Build trust by answering questions quickly and providing tailored support.
- It’s easily connectable with external partners or independent agents.
Starting from Scratch: What is Salesforce Experience Cloud?
Salesforce Experience Cloud is a dynamic digital experience platform (DXP) built on the Salesforce platform. It connects clients, partners, and employees and lets them exchange information and documents safely.
It facilitates real-time data sharing across any mobile device. As a pillar of the Customer 360 platform, it guarantees seamless integration with any Salesforce ecosystem solution.
What truly stands out about the Experience Cloud is its versatility. You can easily add it to a website. It works with any Salesforce product, like Sales Cloud, Service Cloud, or Slack, and with third-party systems. This integration centralizes data flow and boosts productivity, making the Experience Cloud a great tool for enhancing digital engagement.
Why is Experience Cloud the Top Choice for So Many Businesses?
Experience Cloud helps you do more than meet stakeholder needs. It helps you surpass them. It integrates seamlessly with your CRM and IT architecture, providing a complete view of your business and enriching your understanding of your customers and partners.
We emphasize that it’s built on the Salesforce platform for good reason! Using Salesforce means your partner portals and support forums are built on a global software leader. It is scalable, secure, customizable, and centralized.
What Are the Top Use Cases for Salesforce Experience Cloud?
- Customizable Partner Portals: Organizations can use Experience Cloud to craft custom portals that grant partners access to necessary resources like sales leads, customer data, and marketing materials. This accessibility is crucial for streamlining operations and enhancing partner engagement.
- Self-Service Support Portals: Setting up self-service support portals through the Experience Cloud empowers partners and customers with tools like knowledge bases, chatbots, and forums. This autonomy not only eases the load on support teams but also heightens satisfaction and efficiency.
- Commerce Portals: Experience Cloud enables businesses to establish personalized commerce portals. These platforms allow customers to manage product catalogs, adjust pricing, run promotions, and utilize self-service tools for purchasing, viewing order history, and account management.
- Sales Enablement: The Experience Cloud is a powerhouse for streamlining sales processes and boosting productivity. Providing sales teams with immediate access to customer information and sales resources helps close deals more swiftly and effectively.
- Collaboration: Enhance collaboration with built-in tools like Chatter to facilitate real-time teamwork, file sharing, and project collaboration, making internal and external communications seamless and productive.
- Analytics: With its robust analytics and reporting features, Experience Cloud helps B2B companies monitor engagement, assess the impact of sales and marketing strategies, and make informed decisions to propel business growth.
With these capabilities, Salesforce Experience Cloud simplifies complex business processes and boosts growth and partner/customer engagement within the digital ecosystem.
Let’s Dive Deeper into the Top Use Cases of Experience Cloud
Partner Relationship Management (PRM)
Partner portals act as secure gateways, offering partner organizations exclusive access to essential resources, information, and tools. These portals facilitate smooth data exchange, streamline processes, and enhance relationship management.
Here’s how to use the Salesforce PRM portal:
- Share CRM data and information with partners.
- Collaborate on prospects and deals.
- Manage leads, opportunities, and accounts in real time.
- Forecast channel sales.
- Track performance.
- Streamline channel marketing.
- Educate and onboard partners.
Help Center & Self-Service Support Portals
Help centers and self-service portals offer an online support channel. It lets customers address their inquiries alone, without contacting customer service. It streamlines the resolution process, leading to higher customer satisfaction rates.
With help centers and self-service portal, you can:
- Build a branded website where customers can access information and complete actions. If you’re a bank, customers may go to your customer portal to order a new debit card. If you’re a retailer, customers may log in to your portal to see their order history and loyalty status. The goal is to give customers a seamless, timely, personalized brand experience.
- Personalize every customer interaction with website chat, Einstein bots, knowledge articles, and generative-powered search answers.
Employee Community
Such digital space encourages teamwork and helps streamline work procedures, primarily if your teams work remotely. In portals, you can group units based on project goals or events. Experience Cloud helps optimize data and document exchange. It gives access only to those who work with it, so employees can share and work together on files without the risk of them becoming corrupted.
If you want a single source of knowledge for HR, IT, and other departments, you can create an FAQ portal or help center. Your company can store all the guides and troubleshooting material there. Employees can use them right when needed.
Custom Solutions
Salesforce’s real gem is its nearly limitless customization potential, which exceeds its built-in features.
For instance, land brokers can convert Experience Cloud portals into listings, which include websites, maps, chat, and online forms.
This customization allows land buyers to filter available properties by Zip Code and view all options within a specified radius. In addition, agents can personalize these portals with a branded, user-friendly design, add needed fields, and work with clients within the system. With a unified data source, brokers can adapt the sales pipeline based on various criteria, such as price, location, and intended use.
Here are selected clients who are successfully growing their digital presence with Salesforce Experience Cloud and the Agilcon team.
