Frequently asked questions (FAQ)

At the core of Experience Cloud is the ability for customers, partners, and employees to share information and help each other find answers. To help you get started, we’ve answered the questions that we hear most often. If you think of any others, please contact us. We’re always here to help.

The Basics

Experience Cloud is an online social platform that enables companies to connect customers, partners, and employees with each other — and the data and records they need to get work done. This next-generation portal combines the real-time collaboration of Chatter with the ability to share any file, data, or record anywhere and on any mobile device.

Experience Cloud allows you to streamline key business processes and extend them across offices and departments, and outward to customers and partners. Now everyone in your business ecosystem can service customers more effectively, close deals faster, and get work done in real time.

You can build communities to gain deeper relationships with customers or provide better service by enabling customers to find information and assist each other online. Connect your external channel partners, agents, or brokers to reduce friction and accelerate deals. Empower employees to connect and collaborate wherever business takes them.

Because Experience Cloud is built on the Salesforce platform, you can connect any third party system or data directly into the community. Your organization gains the flexibility to easily create multiple communities for whatever use case your business demands.

HR and IT Help Desk can engage employees and deliver critical knowledge and instructions. And from onboarding to payroll to IT troubleshooting, employees can help themselves to the information they need, 24/7.

Employees find, share, and collaborate on content in real time, and connect with others in the social intranet — beyond the boundaries of their department, office, or even country.

Self-service empowers customers to find answers to their questions with a searchable knowledge base, and work together to answer one another’s questions and solve problems, dramatically reducing service cases while increasing customer satisfaction.

Community engagement leverages passionate consumers as “experts” within the community to be rewarded for helping other customers. These evangelists help lend a human face to your brand — and promote deeper customer loyalty.

Empowered ecommerce enables customers to track their accounts, and connect to other customers to share experiences with the product, add reviews, and even suggest product improvements.

A partner portal allows you to give your entire channel immediate access to the resources and experts they need, such as critical sales assets and product information, and even provide training and certification courses to keep your sales organization running smoothly.

A channel sales community connects your internal and external sales teams in real time, so partners can collaborate directly on sales records, easily track revenue, monitor pipe generation to reduce deal friction, and make deals happen.

Experience Cloud is built on the trusted Salesforce platform. The robust and flexible security architecture of the platform is relied on by companies around the world, including those in the most heavily regulated industries — from financial services to healthcare to government. It provides the highest level of security and control over everything from user and client authentication through administrative permissions to the data access and sharing model.

Trust starts with transparency. Salesforce displays real-time information on system performance and security, and offers tips on best security practices for your organization.

Companies of any size can create seamless, branded community experiences quickly and easily with Experience Cloud. For example, Lightning Experience Builder and Templates provide a great out-of-the-box solution to get you started, with simple customization options as your business grows.

Lightning Experience Builder makes it easy to customize your mobile-optimized digital experiences to perfectly match your brand. This includes incorporating third-party and custom components for ultimate customization.

Experience Templates are secure, reliable, scalable, and optimized for mobile. These state-of-the-art templates are designed to be used right out of the box — no coding or IT required.

There are many options for using Experience Cloud on a mobile device. Because Experience Templates are fully responsive, it’s easy to provide a rich experience that can be viewed on any mobile device.

For employee communities, your workforce has full access to Salesforce. Customers can also create a customized mobile app for their community using the Salesforce Mobile SDK, which is now available to all Force.com and Database.com developers.

If you already have a customer or partner portal, you’re automatically a Experience Cloud customer. You simply need to migrate your portal to create a community. Migration is easy.

Because Experience Cloud is our next-generation portal, it offers all the functionality available in portals, plus many additional features. Experience Cloud gives your business the power of a social platform. It allows you to streamline business processes by sharing data and files to the internal and external users you choose — and allows them to collaborate in real time, from anywhere.

If you already have a customer or partner portal, you’re automatically a Community Cloud customer. You simply need to migrate your portal to create a community. Migration is easy.

Because Community Cloud is our next-generation portal, it offers all the functionality available in portals, plus many additional features. Community Cloud gives your business the power of a social platform. It allows you to streamline business processes by sharing data and files to the internal and external users you choose — and allows them to collaborate in real time, from anywhere.

Our Community Management Console allows you to quickly and easily monitor and measure key metrics, run reports, set up customized dashboards, and take action from one central place.

Our powerful online platform also allows you to create a seamless customer experience. Members can ask a question, file a service ticket, and make a purchase — all within the community. With Experience Cloud, you have a 360-degree view of a customer’s entire journey.

Pricing and Editions

Experience Cloud is priced based on Salesforce CMS pricing or the type of experience you’re building. Employee, partner, customer, and industries experiences each start with a base price, and can include additional savings based on the number of users and the needs of your growing business. If you would like to buy Experience Cloud for our platform, we have different options based on amounts of content served.

Contact us at 1-800-667-6389 to speak with a Experience Cloud representative who can help you find the right solution for your business.

Setting up

Any business user can use templates to build a customized, branded experience anytime, without coding or even IT staff. Templates are specifically designed to allow you to quickly and easily set up and maintain an experience right out of the box. They are automatically mobile-optimized, so your experience will always look great on any device.

If you’d like to customize your digital experience even more, Experience Builder allows you to change the look and feel of Templates — no coding required.

Experience Builder makes it easy for any business user — not just developers and IT staff — to quickly deploy a customized, branded, and mobile-optimized digital experience.
Thousands of companies of every size have built communities with Experience Cloud, and found new and exciting ways to connect with their customers, partners, and employees — and transform their business. These include Papa Murphy’s, Plus Relocation, Philips, Toyota, Virgin America Airlines, and more.
Yes. Salesforce can help you successfully deploy an experience that is on a non-Salesforce portal, or even another experience platform. We can also connect you with Salesforce partners who can help make the process easier.

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