World Green Business Council: Salesforce Account Engagement and Experience Cloud Implementation : Jenny Bamber
by: Jenny Bamber
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Creating an Engagement Hub for World GBC Members and Commercial Partners, which over 500 users are now using in 70 different countries!
The Objective
When the world’s largest international organisation influencing the green building marketplace reached out to Desynit for Salesforce assistance, we jumped at the opportunity to help them.
WorldGBC reached out to Desynit to help support the implementation of a new customer/member portal. The broad objective was to build a password-protected space where WorldGBC members and commercial partners could update their details, network with each other and share documents and useful resources. WorldGBC already used Salesforce internally, and so it made sense to utilise their product ‘Experience Cloud’ for this purpose.
The Solution
Engagement Hub
Desynit undertook an exercise to identify the different groups of stakeholders for the Engagement Hub, then built out permission sets, sharing groups and audiences to enable the different levels of access and functionality required, and specified the appropriate license requirements.
We went out to configure Salesforce CMS to use for dynamic content and FAQs, which allowed users without Experience Cloud skills to create, edit, approve and publish site content.
Next, we implemented interactive Experience Cloud features, including feeds, chatter groups, private messaging, reputation points and leaderboard to enable and encourage interaction between Engagement Hub users.
To create a ‘Skills Directory’, we built a custom Lightning Web Component and Apex Classes to create, where users could search for potential collaborators based on their roles, region and topics of expertise.
To fulfil WorldGBC’s priority of a 360 view of the approvals process, our developers used a combination of another custom LWC and approval processes to allow users to upload file content, which is then sent for moderation and auto-generates chatter notifications to other users once approved.
To improve the look and feel of the standard Experience Cloud template, to help drive adoption, we did some general design and CSS customisation.
Finally, we updated DNS records and configured Salesforce to allow the site to exist on a custom domain.
Account Engagement
Desynit also helped with the integration and training of Marketing Cloud Account Engagement. Millie May, our Account Engagement expert at Desynit, spoke with the key marketing stakeholders to identify potential areas that we could train World GBC up on, as well as highlighting areas that would be most beneficial to their business.
On the back of this, Desynit completed various training/demo sessions with the WGBC team:
Creating and managing Dynamic & Static Lists, which gave WorldGBC an understanding of when and how to manually add or import prospects as well as using Dynamic lists to set up rules-based segmentation that allows for automation around adding or removing prospects based on criteria (e.g., job title, activity, score, grade, or custom field values).
Millie went on to train the team about the crucial lifecycle of a person in marketing automation and the bidirectional sync with Salesforce, focusing on Visitors, Prospects and the Salesforce Sync – Relationship between Visitors, Prospects. Leads/Contacts with Salesforce, including syncing and updating.
Sessions also included Email Template, focusing on design, effectiveness, and technical best practices for high-performing assets; learning about Landing Page Building best practices.
Forms & Form Handlers, mastering the primary methods for data capture and follow-up with completion actions. We finished with an in-depth Q&A session on the Lightning Email Builder, which was extremely insightful to the team.
Once the project had been completed, we provide post-live Salesforce Support to be on hand to answer questions and offer support during the transition.
“Similarly, with the assistance we had on MCAE, it was all very painless. Jeremy is very knowledgeable on the technical implementation side, and Millie was a great trainer. The team are now quite confident in building out templates, sending emails, and we have also started to create custom forms that are being embedded on our main sites to collect email sign-ups and other data.”
Project outcome
We produced a professional-looking custom web application and knowledge base that was interactive, easy to use and would be scalable to large numbers of users, with segmented experiences available to different groups.
Kept costs low by configuring standard Salesforce functionality wherever possible, but used some custom code to improve the user experience and overcome some of the limitations of Experience Cloud.
Kept user trust and privacy at the forefront by implementing opt-ins for Engagement Hub users to be contactable and visible in the Skills Directory.
After the project was delivered, we supported the WGBC team through the official launch of the Engagement Hub and trained them on setting up users and updating and approving content. The site is now being used by over 500 users in 70 different countries, and the feedback has been great.
Customer Testimonial
“This is the second time I have overseen a project of this kind, previously with a different consultant, so I’m well-positioned to make a reasonable judgment call on the relative experiences. I can safely say that Desynit have been head and shoulders above. Although the basic processes were similar – needs analysis, workshops, design, testing, implementation- the experience this time round has been so much more positive. Mike, as our lead contact, was very personable and available throughout. If he said he was going to do something, it would be done.”
“The biggest testament I can give is the fact that we wouldn’t hesitate to work with Desynit again. In fact, we are currently in the process of drafting up a ‘phase two’ of our Engagement Hub.”
“The biggest positive for me was the sense of trust that we had in Desynit to deliver. It can be extremely nerve-wracking entering into these kinds of contracts, with a relatively big investment (we’re a small NFP), but we needn’t have worried.”
November 05, 2025 at 09:30PM
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