Everything to Know About Salesforce Experience Cloud

Salesforce Experience Cloud is an effective digital experience platform that is capable of efficiently building websites, mobile applications, portals, and other digital touchpoints for engaging with customers. It comes with the ability to digitize business processes at a quick speed.

Many organizations use Salesforce Experience Cloud for streamlining systems, aligning teams, and accelerating digital adoption when it comes to crushing over a year of data in just one quarter. In many cases, completely new digital properties are created in just two weeks.

The Salesforce Experience Cloud comes with the ability to power the customer journey with the data from the customer relationship management system. Below, we will explain the capabilities of Salesforce Experience Cloud in complete detail.

What is Experience Cloud Digital Experience?

Digital experiences are important for any business to survive, and customers expect to easily and intuitively interact with the companies online.  The digital experience that a company provides assists with the customers to engage well and take action. Salesforce effectively worked with its partners for developing a digital platform such as Experience Cloud and securing websites, portals, and applications with connected data at each point in the customer journey.

Something that is helpful in taking the leap towards digital transformation is some of the few factors mentioned below:

• Experiences must be able to go to the market quickly. After this, an update is required quickly so that the changing business and market trends can be quickly adapted.
• The customer interactions must be personalized and actionable. This is something that is only possible when connected to CRM data and business processes that can help a customer to take action.
• Consistent touchpoints must be made across the multichannel customer journey. Right when a customer feels like they have left the ecosystem, they are unlikely to come back again.

These are the requirements that drive the Salesforce Experience Cloud mission and roadmap. The customers build a wide range of digital experiences that are both mission-critical and built in a matter of record time.

What is Digital 360?

Digital 360 was announced last month along with Experience Cloud. This is the latest innovation of Salesforce that helps leaders accelerate growth in the work from homeworld. Digital 360 is an important part of the Salesforce Customer360 platform which also includes applications, service, marketing and commerce all across every customer touchpoint. Digital 360 includes:

• Customer 360 Audiences: The customer data platform for marketers that helps in unifying, segmenting, and activating all the customer data.
• Commerce Cloud Payments: This is an out of the box payment solution that is powered by Stripe.
• Experience Cloud: This is a Salesforce solution that builds CRM powered digital experiences quickly.

What is Salesforce Experience Cloud?

Salesforce Experience Cloud is a digital platform integrated into Salesforce that enables you to build online communities and establish a point of contact with customers, partners, and other employees. In different words, the Experience Cloud can allow your company to establish a personalized corporate virtual space according to the company style.

It also comes with the possibility of digitizing business processes in line with today’s contactless alternatives. This comes with a combination of features such as Experience Builder, Mobile Publisher, Salesforce CMS, and Salesforce suite of web applications. With this, companies can create and deliver personalized content, portals, websites, mobile applications, and storefronts.

The individual understanding and control over digital experience have evolved and matured consistently. With systems and organizations moved to the cloud, the complete focus is on improving and standardizing processes for cutting down on expensive and manual edge cases. This standardization makes business processes simple and also contributes to information overload as knowledge bases and support forums become flooded with great content.

The customers can leverage the many benefits of a standardized process while tailoring their experiences. You can enter a complete suite of features that are purpose-built for treating digital persons like people while speaking directly to them. Personalization capabilities can seem at the attributes of a user persona and help surface content relevant to them. The journey mapping understands where a person is in their experience and also guides them in their next steps.

Salesforce Experience Cloud is a customer 360 platform that is made for individual digital experience. It comes with an ability to merge complex platform processes with a powered understanding of the user that drives the next generation of digital experiences.

Below mentioned is an overview of benefits offered by Salesforce Experience Cloud:

1. It is built for optimal search engine optimization.
2. It comes with an ability to evolve, you can start with a plug and play Salesforce tools and evolve your portal with time.
3. Salesforce includes an inbuilt notification functionality with a customizable individual alert preference.
4. It serves a dynamic user experience, security and features that are based on personas and profiles.
5. Salesforce Experience Cloud comes with hierarchical visibility and access to data which further enables you to use a partner portal as a CRM.
6. You can maximize the budget because an Experience Cloud license is a lot more affordable than a full CRM license.

Why Do We Need Salesforce Experience Cloud?

The experience cloud websites and applications are essential tools that help in collaborating and communicating with Experience Cloud.

1. Reducing Churning

Using the customer360 platform of Salesforce Experience Cloud, you can decrease the loss rate of existing customers is important to any business using a recurring revenue model. A certain way to reduce this churn is to engage with the customers on a regular basis. Salesforce Experience Cloud offers you a portal with which you can do that effectively. You can allow your customers to interact with real-time data, expose actions, records, objects, and fields that you wish to see.

2. Advocacy and Support Cases

Salesforce Experience Cloud can play the role of a self-help customer support tool. The users can search the portal for solutions to problems and use it as a knowledge base as the source of answers from other community users. You will also be able to see significant improvements in service metrics such as increased first contact resolutions, lower calls, decreased average handle time, and chat volumes.

3. Engaging Remote Work Employees

It is a lot more significant than ever when it comes to engaging employees in a post-pandemic workplace. One of the Salesforce Experience Cloud features as a portal is that the employees can connect with HR and collaborate on workflows that do not require traditional CRM functionality.

4. Improved Manage Partners

Salesforce Experience Cloud enables the easy lead generation and sales process management. Steps such as onboarding, recruiting, training, and supporting your partners with user-friendly features and tools that are built into the Salesforce portal.

5. Simplifying Application Development

The Salesforce platform enables you to not just build websites, but your own application. You can easily develop an internal application for any purposes you need and open up custom functionality to other groups for making it external facing.

6. Creating Commerce Channels

For all retail businesses, Salesforce Experience Cloud benefits can be an alternative to other commerce channels. The customers can use their commerce portals for selling and transacting with customers online.

7. Extending CRM Data

With the use of the Salesforce Experience Cloud, you can present all information in the Salesforce CRM to different users. The customers, employees, and partners can guarantee security and scalability. In addition, you can also decide what kind of information for presenting each type of user in the community. This does not require any Salesforce license, but a community license which is way cheaper.

8. Improved User Experience

Experience Cloud offers users a more fluid experience. On the other hand, it also ranks among the new trends in customer relationship management by offering a connected digital experience.

Difference Between Salesforce Community Cloud and Salesforce Experience Cloud

One of the most pertinent questions is if there is a difference between Community Cloud and Experience Cloud or are they similar? According to Salesforce, the name change is just a result of the name community not precisely reflecting the capability of connected digital experiences but creating cloud solutions.

The Salesforce Experience Cloud features allow building more communities and building portals, forums, centres, sites, and mobile applications for managing your organization’s content. The Experience Cloud can be looked at as an evolution of Community Cloud responding to the growing need for developing a more connected digital experience.

Even though the transition from Community Cloud to Experience Cloud happened last year, the users of Salesforce Experience Cloud must be ensured that should be a framework for understanding differences between Salesforce Community Cloud and Salesforce Experience Cloud.

One of the most significant differences that the users will see beyond the name is the terminology used within the platform. Rather than referring to the forum where people can interact with each other as a community, Salesforce Experience Cloud is now called a site.

How can Experience Cloud Be Used?

If you are new to Salesforce Experience Cloud then you must know how it can be used. The digital platform helps companies in building connected CRM powered digital experiences enabling them to build content in one place and deliver it anywhere.

Experience Cloud templates let you build responsive sites for delivering rich and branded spaces for the customers and partners. You can accelerate your digital experience by using the Customer, Customer Account Portal, Partner Central and building your own templates.

Irrespective of which industry you may be in, Salesforce Experience Cloud features can change your organization. Experience Cloud customers can gain a competitive edge because they have launched fast, connected each experience to data and tied everything together across a seamless customer journey.

Traction Gather and Experience Cloud

Traction Gather is traction on demand’s virtual engagement hub and is built on the Salesforce Experience Cloud platform. Using Traction Gather, all organizations can effectively bring their virtual events, classes, live streams, programs, tours, and on-demand content in just one digital hub.

Using the Salesforce Experience Cloud, organizations can easily use strong data insights for driving more engagement with customers and constituents alike, whatever they may be.

Data Security On Salesforce Experience Cloud

There are different kinds of Experience Cloud license types and all of the licenses configure data differently. In addition, once a Salesforce portal has been created, there are complex permutations of user access levels as well.

Something that is important to remember is that you can increase your risk surface each time you provide a doorway into the Salesforce instance. This is particularly when there is sensitive information in your system such as personal identifying information. For instance, in case you have a partner portal that you are led through, you are likely to see another partner lead or data so that the communication is secured.

It is important to understand where the line exists between a company and Salesforce when it comes to data security. This is essentially a shared responsibility for the security model. This is not to say that launching Experience Cloud is not worth the risk. There are many significant rewards to collaborate in this manner such as increased flow with partners, decreased load on customer support and better employee satisfaction.

One of the biggest benefits of Salesforce Experience Cloud is that it is a lot more secure as compared to other portal implementations due to tight integration. While you think about balancing the risks and rewards and managing the data security shift, a Salesforce consultant can help. A certified consultant can offer the ability to know in real-time who will see what. A Salesforce consultant will have authority on both Salesforce and securing data while helping clients to accomplish their business goals and ensuring data sensitivity.

Conclusion

In case you are looking for new and improved ways to connect with your community, build an online presence, and engage with your customers like no other than getting in touch with a certified Salesforce Experience Cloud consultant.

Encaptechno has consultants who come with thousands of completed Salesforce projects and a dedicated Experience Cloud team. We can help you change your digital experience with optimal use of Salesforce and Experience Cloud.