Frequently Asked Questions (FAQ)

These are the questions we hear a lot and you'll find the answers below. But if you have others, please don't hesitate to contact us - we're here to help.

Communications Cloud delivers the industry’s most comprehensive suite of digital BSS applications built natively on the Salesforce Platform, including Enterprise Product Catalog; Industries Configure, Price, Quote (CPQ); Contract Lifecycle Management; Industries Order Management; Digital Commerce Gateway; Enterprise Sales Management; Mobile Subscription Management; and a growing library of prebuilt business processes, product models, and integrations. These industry-specific applications extend Salesforce with capabilities designed for communications service providers (CSPs) that allow for rapid configuration with out-of-the-box solutions that use “clicks, not code,” to fast-track digital transformation.

Communications Cloud enables CSPs to quickly adapt to changing customer expectations and market shifts, make data-driven decisions, and improve operational efficiency across sales, customer care, marketing, retail, and the entire BSS/OSS stack.

Engineered specifically for mobile, fixed line, and converged service providers, Communications Cloud helps B2C, B2B, and wholesale service providers launch offers faster, grow revenue, and improve the customer experience while reducing their cost to serve. Fiber, traditional wireline, wireless, and low-Earth orbit satellite (LEO) providers can accelerate their business with cloud-native, modular, agile, and digital BSS to get faster time-to-market and lead-to-cash, increase revenue, and mitigate churn.
In contrast to your existing IT solutions — which were probably built by different vendors on different development platforms — all Communications Cloud applications are built by industry experts on the Salesforce Platform in conformance with industry standards. This helps our customers get live faster, integrate more easily with third-party applications, and take advantage of regular product updates and innovations. Communications Cloud also offers a growing library of industry-specific processes, product models, standards-based integrations, and UX experiences that help accelerate time to value and reduce risk. With Communications Cloud, operators can quickly launch innovative services, deliver omni-channel experiences that are tailored to telco requirements, grow revenue, and increase business agility — resulting in a faster time to value.
Communications Cloud is a modular suite of capabilities that enable CSPs to evolve and transform their operations according to their business priorities. Communications Cloud integrates flexibly with third-party systems through prebuilt APIs and web services and conforms to TM Forum and MEF industry standards.
Industries Configure, Price, Quote (CPQ) is designed to address the unique requirements of communications service providers that need to configure, price, quote, and capture asset-based orders for converged services. These organizations often require the ability to support complex pricing promotions, MACD (move/add/change/disconnect) orders, bulk ordering, complex multisite quoting and ordering, and updating inflight orders. Industries CPQ supports these and other complex requirements, which are table stakes in the communications industry. The application was built in close conformance with TM Forum industry standards, has been deployed in more than 50 service providers worldwide, and has been recognized as the “Most Visionary Leader” in Gartner’s CPQ Magic Quadrant for the last two years running.
The Industries Order Management solution is built for complex communications industry use cases, which include order management, order decomposition, and order orchestration. The Industries Order Management solution manages commercial and technical orchestration, with service level management and integration across multiple product lines with a high-degree of complexity.
Yes. Communications Cloud is built natively on the Salesforce Platform, on top of Sales Cloud or Service Cloud. For self-service capabilities to enable subscribers, customers, and or partners to view their orders, assets, or place new MACD requests, an appropriate Experience Cloud (formerly known as Community Cloud) license is also required. This includes scenarios that leverage B2C Commerce Cloud as the storefront for Communications Cloud transactions.
Contact your Salesforce rep to see how you can add Communications Cloud to your existing Sales Cloud or Service Cloud orgs and expand the value Salesforce can provide your business.

You don't have to be a Salesforce expert to get up and running with Communications Cloud. We’ll work with you to build a complete solution that addresses all your business needs. Plus, we ensure a level of scalability that promotes continuous innovation.

We understand that great technology alone is not enough to guarantee success. With Salesforce’s proven customer success methodology and ecosystem, each and every Communications Cloud customer has ISVs, systems integrators, Trailhead, and communities of industry peers sharing their knowledge to help you be successful.


Ready to learn more about Communications solutions?