Salesforce Experience Cloud Basics

Dive into the transformative world of Salesforce Experience Cloud with our comprehensive guide. Here’s what you’ll discover:

• Unlock Digital Experiences: Learn how Experience Cloud connects your CRM to digital portals, forums, and support sites, enhancing customer, partner, and employee engagement.
• Key Features Unveiled: Explore the essential tools and functionalities that make Experience Cloud a powerhouse for creating branded digital experiences.
• Seamless Customer Service: Understand how integrating Experience Cloud with Service Cloud elevates customer support and self-service capabilities.
• Practical Use Cases: Gain insights from real-world scenarios on setting up and optimizing your Experience Cloud sites for maximum impact.

Let’s get started!

Experience Cloud Overview

Experience Cloud is an aesthetically designed branded digital experience connected to a company’s CRM. It can be a help forum, portal, support site, or something else.

Key Features

• The goal of Experience Cloud is to engage with customers and empower partners.
• Experience Cloud sites allow companies to share information and collaborate with employees, customers, or partners.
• A Company can create multiple experiences and sites from their Salesforce org to cater to different business use cases, for example, Customer Account Portal, Partner Central, HR Central, etc.
• As the experience cloud sites reside within a company’s Salesforce org, the company can decide and control how customers, partners, and employees access data and content on the site.

Digital Experience Using Salesforce – Key Benefits

• Create multiple experiences for specific needs.
• Extend business processes to partners and customers.
• Integrate data (such as orders or financial information) from third-party providers.
• Use themes and templates to create beautiful, branded experiences.
• Use Salesforce CMS to create content and deliver to any channel.

Manage Customer Relationships with Experience Cloud

Experience Builder sites give the customers:

• An additional digital channel to reach out to the company and resolve their queries instead of calling the customer support team every time.
• The option to submit a support ticket if they cannot get answers to their questions or resolve the issue themselves.

Consultants can recommend a self-service solution that provides customers not just the ability to troubleshoot problems on their own or refer to a FAQ page but a solution that also has the following capabilities:

• A place for the customers to help themselves and act as subiect matter experts to help one another.
• An account portal where customers can instantly access the information they need.
• A support hub to engage with agents, ask questions and get guided help.

Lightning Community Setup Flow

The fastest way to build an Experience site is by using the Lightning Community setup flow. The Salesforce Customer Service (Napili) template allows customers to:

• Search and view articles.
• Post questions to the community.
• Collaborate with other customers.
• Create cases to contact support agents.

Lightning Community Flow – Key Benefits

Guest User Profile

• The flow enables guest profile access to Knowledge, Data Categories, Chatter, and Cases.
• These settings allow the guest user to interact fully with a company’s community.

Web-to-Case and Quick Action Edit Capabilities

• Web-to-Case and Quick Action edit capabilities are automatically enabled when a contact form is created.
• This means that guests can submit cases directly from the community once the community is published.

Data Categories

• Suppose Data Categories are selected in the setup flow. In that case, Knowledge topics are auto-enabled.
• The data categories are mapped to those topics, giving community members read-only access to those articles.

Advantages of Integrating Service Cloud and Experience Cloud on One Platform

Integrated Setup – Key Benefits to Customer

• One-Stop Customer Experience – Integrate business processes, including account balances and preferences, from Salesforce or other third-party systems so customers can find what they need without leaving the site.
• Access to more Knowledge – Publish the previously internal how-to guides and articles to the customer site. Customers have access to all the support resources at their fingertips.
• Customer Empowerment – Service Cloud offers a full suite of service options like posting a question in a self-service forum, starting a live chat, or formally logging a case with support that can be made available through the customer site.
• Smarter FAQs – Rather than generic FAQs, Service Cloud through Salesforce Einstein makes it possible to surface the right article the first time by monitoring customers’ activity on the site.

Integrated Setup – Key Benefits to Companies

Boost Customer Satisfaction – Sites let you make more information available to customers so they do not have to go through the process of contacting a support agent to deal with routine requests, such as resetting a password or checking on their account balance.

Decrease Call Volumes – Customer sites deflect some of the more mundane service inquiries, and companies can drastically reduce the number of incoming calls their agents receive. This reduces the calls per agent and ensures agents can focus their attention on more complex issues.

Use Case 1

The admin at a company has been tasked to set up an Experience site. The admin is new to Salesforce communities. What feature can the consultant suggest using to configure an experience site using a guided flow?

Solution: Lightning Community Setup Flow

Reason: The Lightning Community setup flow is the fastest way to build an Experience site. The flow uses the Salesforce Customer Service (Napili) template that allows customers to search and view articles, post questions to the community, create cases, and collaborate with other customers.

Use Case 2

The admin at Sun Solar has created a customer service portal where users can view their profiles and track cases. The service manager also wants unauthorized users to access the knowledge, data categories, and chatter. What can the Consultant recommend to meet this requirement?

Solution:  Guest User Profile

Reason: Guest users profile is one of the features that gets activated when using the Lightning Community Flow. The flow enables guest profile access to Knowledge, Data Categories, Chatter, and Cases. These settings allow the guest user to interact fully with a company’s community.

Summing Up

As we wrap up our journey through the Salesforce Experience Cloud, it’s clear that this platform is a game-changer for creating engaging digital experiences that connect companies with their customers, partners, and employees. The versatility and power of Experience Cloud, combined with the seamless integration with Service Cloud, open up new avenues for enhancing customer service and driving digital transformation.

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