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Red Flags in Implementing Salesforce Experience Cloud/Community Cloud

Jan 04 · 5 min read

Salesforce Experience Cloud enables customers, employees, and partners to have an online experience in the form of portals, help centers, sites, forums, and mobile apps.  It enables partners, employees, or customers to view their data and account status while streamlining many functions with self-service access.  It provides digital touchpoints with different audiences and digitizes formerly manual processes.  Because it consolidates and rationalizes workflows, it can increase the productivity of your customer-facing employees while also improving customer, partner, and employee satisfaction through self-service.

But to get the total value out of Salesforce Experience Cloud, you have to implement it and integrate it properly. Your implementation should be based on your organization’s specific needs and industry standards.  Without setting up the implementation for success from the start, your deployment can fail or result in low user adoption.   With this in mind, here are some of the top risks and red flags we have seen in implementing Salesforce ExperienceCloud.

 

Here are the top risks and red flags in implementing Salesforce Experience Cloud:

  • Not having experience with self-service and personalization. Experience Cloud enables users to seek out answers to their questions quickly.  It allows users to bypass manual steps of calling in or sending a message for a service request. Users can instead use an FAQ or a knowledge base so they can self-serve without contacting support.  To do this, personalization needs to be set up accurately.

  • Not planning for user adoption and change management. Many organizations do not spend enough time thinking through the change management process. Best results come from implementations that prepare for change and account for adoption from the beginning. theCodery is frequently brought in after a client experience low user adoption.  Often, the issue is change management and lack of upfront planning. Effective planning proactively can reduce problems and user frustration.

  • Unclear key performance indicators and metrics identified for your Experience Cloud implementation.  KPIs and measurement for Experience Cloud are imperative.  You need to establish your KPIs and metrics at the start. Then you outline the implementation roadmap accordingly, so you have the measurements you need right after go-live.

 

  • Inaccurate budget estimate & time allocation for delivery. You need to ensure the implementation team, whether internal or external, can map out a realistic budget and estimate an achievable time frame. Inexperience in this area can create impractical expectations for delivery and throw your project off course.

  • Incorrect estimates of integration work. Organizations need to evaluate the scope and depth of the integrations required early in the project.  Often implementations scope for quick point-to-point integrations but actually require deeper integration with ERP or other complicated systems.

  • Lack of expertise with Salesforce and Experience Cloud. Your implementation may not run smoothly unless you use implementers that have experience with Salesforce. Furthermore, they need to understand how Salesforce Experience Cloud can be the foundation of your digital transformation.

  • An incomplete view of the user.  Every touchpoint with the user needs to be tracked across systems in a single view. Experience Cloud is a new communication channel with the user, and you are enabling users to see their own interactions. Users can have a full view of their account history, so every interaction needs to be accounted for, even if it was performed through a different system.

  • Inconsistency across channels. Experience Cloud needs to provide a consistent experience to the end-user.  A portal, mobile, or community experience needs to be complimentary with your other online tools and channels.

Online experiences and digital transformation are critical for growth. Customers, partners, and yes, even employees, require ways to engage easily with organizations and most users prefer if that engagement can be conducted through online self-service.  With theCodery, you can get Salesforce Experience Cloud’s online portals to market rapidly and then iterate fast while personalizing user interactions and streamlining touchpoints.

We can help you implement Salesforce Experience Cloud to achieve the following results: 

  • Improve your business: Launch experiences fast, then quickly adapt them. You can scale your business and plan for future growth. 

  • Create meaningful and compelling digital experiences: Activate audiences with digital sites, apps, and portals customized to your organization and industry. 

  • Build better engagement with a consolidated view of each user: Create personalized, self-service experiences with all the user data in one location.

  • Measure against key performance indicators: Quickly view the user data with custom dashboards and reporting.

theCodery can offer a personalized approach for your Salesforce Experience Cloud implementation while leveraging our deep Salesforce expertise to ensure you get the most value from your Salesforce implementation. Whether you are trying to broaden your engineering and development capabilities, reduce technical debt, integrate tools you are unfamiliar with, or create new experiences, theCodery has a proven track record of solving support problems and streamlining complexity in customer service and customer support.  If you have any questions about theCodery or our Experience Cloud clients, please reach out to us at: https://www.thecodery.io/contact-thecodery

theCodery: Accelerate your time-to-value on Salesforce Experience Cloud with a trusted partner that delivers scalable architectures and integrations that are tailored to delight your users.

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