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Salesforce Experience Cloud Tips & Tricks

Feb 01 · 6 min read

Salesforce Experience Cloud is a quick way to create personalized websites and applications for specific users. Salesforce Experience Cloud, formerly Salesforce Community Cloud, can help companies build experiences for employees, partners, and customers. It can be a game-changer for businesses, and with this in mind, this blog outlines some helpful Salesforce Experience Cloud tips and tricks to get you started.

About Salesforce Experience Cloud 

Salesforce Community Cloud was rebranded to Salesforce Experience Cloud in 2021 because it can create portals, help centers, forums, websites, and mobile apps in addition to communities.

Salesforce Experience Cloud can connect digital touchpoints and digitizes processes with various audiences along the entire customer journey. Increasingly, partners, employees, and customers are looking for ways to do business with companies online. Salesforce Experience Cloud will help you get your online business up and running efficiently and allows you to iterate quickly. It will streamline and personalize customer interactions, making it easy for customers to engage with you while maintaining a consistent experience across channels and touchpoints. Read more about Experience Cloud implementation in our recent article.

Salesforce Experience Cloud Tips & Tricks

To begin, think of Salesforce Experience Cloud as a channel. 

Think of it as a user interface that exposes relevant back-end customer service and support. Consider it to be a customer-centric lens into hidden Salesforce data. It exposes relevant data for a given customer, for example, orders, support tickets, or interactions. Think of it as a way to reduce the burden on your sales, service, and support functions.

Learn the Salesforce Experience Cloud terminology.

Knowing the correct terminology will make the process of getting started easier for you. When you begin with Salesforce Experience Cloud, you are essentially building an online site, whether a forum, portal, or some other type of digital experience. But as we outlined above, the terminology has changed a bit. Instead of saying community, Salesforce now uses the term “site” in all courses and documentation. Some other terminology changes:

  • The Lightning Community is now known as the Experience Builder

  • Salesforce Tabs + Visualforce community is now known as Salesforce Tabs + Visualforce site

  • Lightning community template is now known as Experience Builder template

  • Lightning community theme is now known as Experience Builder theme

  • Lightning community page is now known as Experience Builder page

For more information on terminology, please see the Spring ’21 Release Notes.

Leverage all the resources from Salesforce.

  • Join the online Salesforce Experience Cloud Trailhead Product Group. The Salesforce Experience Cloud Trailhead Product Group is where Salesforce Experience Cloud Trailblazers can learn directly from the product team, learn from other organizations using Experience Cloud, and keep up-to-date on product news. 

  • Explore AppExchange. You can also leverage different tools on AppExchange for Experience Cloud.  Just conduct a search on Experience Builder and look for the Experience Cloud logo.

  • Take Salesforce Experience Cloud Trailhead Courses.  Salesforce Trailhead courses are there to help you learn in a free, gamified environment. You can start with the Experience Cloud Basics course and filter a plethora of other Salesforce Experience Cloud courses based on your experience level, job role, and interests.

Check out Templates:

The templates are a huge time-saver.  They are typically built to be comprehensive, flexible, mobile-optimized, and easy to use. They can also be quickly updated with your branding for consistency. Once you have adopted one, you can add other value-added features such as connections to your CMS, custom HTML, and Google Analytics.

Focus on the User Experience from the get-go. 

  • For customer sites, the customer has clarity on where they are in the process. With Salesforce Experience Cloud, knowing how to implement it to allow for transparency can be challenging. You should try to establish clear use cases upfront and map that knowledge to what fields to expose on the case object. For example, in the use case of a product support function in the community, Experience Cloud would need to be configured to allow the customer visibility into every aspect of the order vs. just seeing final shipping.

  • For partner sites, the partner relationship side of the experience cloud is an impactful capability. Salesforce Experience Cloud has deliberate capabilities to enable the partner channel to interact with partners’ sales team on leads, opportunities, contacts, accounts, deal velocity, pipeline, etc.  Not using the partner community properly or misconfiguration of the deployment can make business process integration difficult. You expose fields with the intent of driving partner sales and streamlining marketing processes with your partners.

  • For employee sites, an internal community is effective in sharing information with your employees.  It can facilitate sharing across the company and is used in custom implementations. We quite frequently see the use case where the community portal is being used for professional services time and expense entry. Teams are grouped according to projects, and you can give teams access to records, objects, and fields to work efficiently. The best part is that you don’t need special licenses to use this if your employees are already using SFDC.

Think through the use cases. 

Thoroughly review each use case and the customer journey at the start. Knowing the use cases is critical as each use case will require different information presented to the user through the site. Not every single salesforce feature can be or should be exposed into Experience Cloud. The process of hiding/displaying each standard feature, while making enhancements with customizations should be thought through ahead of time.

Determine who gets which licenses and profiles: The license type should be based on the number of community members and how often they will log in. Login licenses should be used for low-frequency usage, and member licenses for frequent users. Additionally, consider profiles in terms of your free community profiles vs. custom user profiles. A Sharing Set gives community users access to records associated with their accounts or contacts based on their user profiles. Also, public community profiles can be set up with just one knowledge license. For more information on licenses, visit the Experience Cloud User Licenses page.

Optimizing for tracking while maintaining consistency. 

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, enabling them to see their own interactions. Users should fully view their account history, so every interaction needs to be accounted for, even if it was performed through a different system. Additionally, Experience Cloud should provide a consistent experience to the end-user. A portal, mobile, or community experience needs to look and feel like your other online tools and channels.

Self-service and personalization in the site.

Experience Cloud enables users or customers to find the answers they need quickly without sending a message or calling for every service request. It can provide your users/customers with access to an FAQ and exposes a knowledge base so they can independently find solutions without contacting support. It can save service representatives a significant amount of time, but personalization needs to be set up accurately. Personalization ensures the user sees content that is relevant to their needs. Personalization allows for dynamic changes in the behavior of the site based on customer needs.

Online experiences will accelerate growth. Customers, partners, and employees want to engage easily with companies through online self-service.  Want more information about Salesforce Experience Cloud?  Please read our article: Red Flags in Implementing Salesforce Experience Cloud/ Community Cloud.

theCodery & Salesforce Experience Cloud

With theCodery, you can get Salesforce Experience Cloud’s online experiences to market rapidly while personalizing user interactions and streamlining touchpoints.

theCodery can help you build Salesforce Experience Cloud to achieve the following: 

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

  • Create compelling and impactful digital experiences: Engage any audience quickly with digital sites, apps, and portals customized to your business based on your industry. 

  • Evolve your business: Quickly launch experiences and adapt them with ease.  Scale with the proper tooling and the right partner to help your business plan for future experience growth. 

  • Track KPIs and OKRs Proactively: Get insights quickly with reporting and custom dashboards so you can swiftly view experiences and rest assured of their accuracy. 

theCodery understands the challenges in modern tech stacks. We have developed a personalized approach for each Salesforce Experience Cloud implementation while leveraging our deep best-practice expertise to ensure you get the most value from your Salesforce deployment.

Want more information on selecting a partner to implement Salesforce Experience Cloud? Please view our blog: The Top 12 Criteria for Selecting a Salesforce Experience Cloud Systems Implementer.

theCodery: Accelerate your time-to-value on Salesforce Experience Cloud with a trusted partner that delivers scalable online architectures that are tailored to delight your employees, partners, and customers.

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