All About Salesforce Experience Cloud: Its Features & Benefits : khushali jain

All About Salesforce Experience Cloud: Its Features & Benefits
by: khushali jain
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Even while being in this current technology-driven world, real relationships along with person-to-person interactions have still been the key to the actual success of the business. The customers, those who wish to interact with the brands they are supporting, employees who are looking forward to feeling like part of a team, and mainly the business leaders who are mainly aiming to engage with all – these are all about having a connection with the others. That’s exactly the power of Salesforce communities.

In 2020, Salesforce had announced about ‘Salesforce Community Cloud’, which is a Salesforce’s Digital Experience Platform that is built on its Customer360 platform.

And in the year 2021, quite a long-expected and awaited announcement finally came from Salesforce wherein Salesforce Community Cloud has been renamed to Salesforce Experience Cloud

This move was exactly to embrace that Experience is a purposeful reaction towards the market’s adoption of the term and it better reflects the capabilities of Salesforce as a true Digital Experience Platform that can support a client’s complete digital landscape. Salesforce Community Cloud felt quite restricted to singular portals and websites. However, the platform and market requirements are much, much broader. Thus, the renaming part has been a great step.

Now, let’s learn more about Salesforce Experience Cloud, its features, and its benefits more broadly.

What is Salesforce Experience Cloud?

Salesforce Experience Cloud, formerly known as Community Cloud, is a digital experience platform in Salesforce that aims to help companies in quickly building connected digital experiences for all of their customers, partners as well as employees at scale. With the combination of features like Salesforce CRM, CMS, and even Experience Builder with a suite of already packaged applications, companies would be able to easily create and deliver personalized content, websites, portals, mobile apps, and storefronts, with barely clicks, or even codes.

Experience Cloud encompasses a whole suite of various features that are purpose-built to treat the company’s digital personas like people and have a direct conversation with them. There are also ‘Personalization Capabilities’ that would be able to look at the attributes that a user persona has and further help in surfacing the content that would be most relevant to them. Furthermore, there is a ‘Journey Mapping’ feature that helps in understanding where exactly an individual is present in their journey with the brand and accordingly guides them towards their next steps.

Salesforce Community Experience Consultant helps in providing more brief information about the features of Community Cloud and how it would help an organization.

Now, let’s move ahead and discuss the main features of Experience Cloud.

Features of Salesforce Experience Cloud:

Following are three great features of Salesforce Experience Cloud that would help in improving the businesses involved in the same:

Features of Salesforce Experience Cloud

1. Branding and Customization with Experience Builder:

To create any experience, be it a site, customer support site, partner portal, or something else, one should always choose an appropriate template in the Experience Builder of Salesforce that certainly aims to work right out of the box. One can also try personalizing this experience according to their custom designs and implementation without any codes and just clicks. Experience Builder would make it possible by ensuring the addition of several pages and then customize them as easily and intuitively as with any other website constructor.  

2. Third-Party Apps: 

Experience Cloud is built on the Salesforce Platform. This further means that one can ensure to extend the functionality of their own community with the wide range of available third-party apps with the help of AppExchange such as Event Management, Ideas, and several others. Customers and partners can easily find an application on AppExchange that suits best their requirements and get it set up in their Salesforce org

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3. Personalization and Audiences:

The audience is a set of criteria that are put to use to segregate the users into different segments. One can easily create audiences and have control over all that information that each audience will be able to see when they have viewed the site. For instance, if one has different products present in different regions or displays different messaging for different types of users. Experience Builder grants permission to create different experiences for one site and then further set up pages, navigation menus, components, and other criteria while being dependent on what one would like the users to see.

Benefits of Salesforce Experience Cloud:

The following benefits of Salesforce Community Cloud have been also moved forward with the newer version:

Benefits of Salesforce Experience Cloud

1. Reduce Churn:

While using a recurring revenue model, it is quite critical for any business to face a decrease in the loss rate of existing customers (churn). A sure-fire way to reduce that churn is to ensure engagement with clients on quite a regular basis. For the same reason, Salesforce Experience Cloud provides you a portal with which to do that. 

2. Generate Advocacy and Defer Support Cases:

Salesforce Experience Cloud can further act as a tool for self-help customer support. With its help, the users would be able to search one’s portal for solutions to specific problems, while also using it as a knowledge base, and even start sourcing answers from various other community users. There will be quite significant improvements in service metrics, for example, increasing first-contact resolutions, lesser average handle time, and lower call and chat volumes. 

3. Engage Remote Work Employees:

It has been more important than ever to ensure that employees are engaged even in a post-pandemic workplace. While using Salesforce Experience Cloud as a portal, the employees can easily connect with the HR and further ensure smooth collaboration on workflows that do not exactly have the requirement of traditional CRM functionality.  

4. Better Manage Partners:

Salesforce Experience Cloud ensures to make it much easier to have good management with the lead generation as well as the sales process. Onboarding, recruiting, training, as well as supporting the partners with features that are user-friendly along with the tools that are built into the Salesforce portal. 

5. Simplify App Development:

The Salesforce platform grants one to not only build websites but also one’s app. You can easily develop an internal app, regardless of whatever purposes it is required, and then open it up through custom functionality to other groups to make it external facing. 

Types of Salesforce Experience Cloud Licenses:

Once it has been decided that you want the Salesforce Experience Cloud, you can move forward with the requirement and further determine what you are exactly trying to accomplish from a business perspective, and what the cost of thresholds will encompass.  

Once the above two guidelines have been mentioned, you can choose among the four basic types of Salesforce Experience Cloud platforms:

  • Customer Service 
  • Partner Relationship Management 
  • B2B Commerce
  • External Apps & Portals

There are indeed many types of Experience Cloud license types and each of these licenses configures data differently. Moreover, once a Salesforce portal has been bought by the organization, multiple permutations of permissions can be set as per the user access level.  

Salesforce Community Experts would help you out with the same, in a better manner.


After gaining knowledge about all the features as well as benefits of Salesforce Experience Cloud, formerly known as Salesforce Community Cloud, you can now decide if your business is in need of the same.

In case you are searching for a Salesforce Experience Cloud Partner you can reach out to Cyntexa. At Cyntexa, we provide Salesforce Communities Implementation Services that help you engage your customers with integrated and branded services, allowing you to establish a corporate identity.

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July 28, 2021 at 01:19PM
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