What is Experience Cloud ?
Intended Audience: Engineering
Experience Cloud or most of us oldies know it as Communities, is a social platform which is provided by Salesforce to seamlessly connect the business trio namely Employees, Customers and Partners. But this is jargon that you see everywhere. So what really is Experience Cloud? In short, Experience Cloud is a Salesforce Technology powered site where you can deliver web experiences to to employees, customers, partners of the company.
- Employees: Internal employees of the company.
- Customers: Users who are buying from you. (B2C users)
- Partners: Users who are not your employees but still enabling your sales. (B2B users)
Let’s take a scenario for an example.
There is a food delivery app with the name FoodCXM. Once the food is ordered then you want the customer to write you feedback and then that feedback must be stored back into your CRM.
If we identify the key stakeholders in this example, they are:
- Employees: Internal employees of FoodCXM.
- Customers: Users who are purchasing food from the FoodCXM portal.
- Partners: B2B users for the app.
a. Food Vendors
b. Delivery Guys
Now if we consider some use cases where:
- Customers must write the feedback.
- Customers need self help portal to look at their previous orders, FAQs etc.
This is where the experience cloud comes into play and can help you with not only these but more complex and personalized scenarios which can be handled by the Experience Cloud.
One question that may arise over here is can all these above use cases be achieved if we create a website and then provide users the link. Of course this can be done! But trust me with Experience Cloud we are just 4 steps short of publishing our social imprint(portals) and hit the ground running.
The use case above which we talked about is a B2C Customer Portal use case specifically designed for end consumers.
Consider a situation where we need to self-register partners (Delivery Guys) and Food Vendors. For such situations, we can again spin up a Partner portal where they can come and self-register themselves. And in case they already have a ticket raised then can check the status of the ticket as well. So, all these things can be done here without a single line of external help or hosting any website via the B2B Partner Portal which is created for Partners.
Enable Digital Experience in the Salesforce.
Much of the talking, let’s start and build our first Experience Cloud Websites.
STEPS
- Login to Salesforce
- Go to Setup
- Search for Digital Experience in Quick Find Box
- Go to Settings
- Enable Digital Experience
- Save
Now we are all set to create our own Experience Cloud sites. Once you have enabled the experience cloud, we can see many settings which started coming under Digital Experience setting in Setup. Check yourself. Go to setup and type Digital Experience and there we can notice the settings.
Creating first Experience cloud site
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Go to Setup.
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Search Digital Experience in the Quick Find box.
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Click on All Sites.
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Click on New.
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Now you will be redirected to the Template selection page, select the template according to your requirements. Here we can select Customer Service Template for a B2C portal.
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Click on Get Started.
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Enter the name of the site and URL you want (optional).
- And! Voila. You have your first site.
See how easy it is to create your first Experience Cloud website.
Till now, we have just scratched the surface of this topic, and we have lot more content and lots of information for you to understand the Experience cloud.
So, what’s next?
There are bunch of blogs which are coming your way that include
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Unlocking Self-Service Success: Implementing Knowledge Articles in Experience Cloud
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Onboarding Made Easy: Creating Users in Experience Cloud (B2C Communities)
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What is Moderation and Gamification in Experience Cloud? A Guide to Building Vibrant Communities
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Streamlining Partner Relationships: What is Partner Portal and How to Set Up Users
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Simplifying Record Access in Experience Cloud: A Deep Dive into Sharing Sets and Account Relationship
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Choosing the Right License for Salesforce Experience Cloud: A Comprehensive Overview
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Maximizing Your Content Strategy: The Benefits of Salesforce CMS
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From Data to Decisions: Leveraging Salesforce Experience Cloud Reports and Dashboards
Please stay tuned to learn more. We are passionate about re-engineering Customer and Employee Experiences using Salesforce and other enterprise platforms.
Feel email contact@focalcxm.com if you have any questions regarding your Experience Cloud implementation or if you want us to set up one for you.