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Salesforce Experience Cloud: More Engagement, Less Effort

In September 2020, Salesforce announced the newest addition to its cloud offerings – the Experience Cloud. The new platform touts the ability to increase customer engagement and easily move business workflows online through website, portal, and mobile app development.

Delivering a Better Experience with Salesforce

Above all, the keyword here is experience. With this new cloud, Salesforce gives your customers more capabilities through an online experience with your brand. New functionality allows companies to easily integrate Salesforce with other key business systems, deliver highly-personalized experiences, and organize significant amounts of information, all with a mobile-friendly experience. You can use Experience Cloud to build branded portals for customer service, self-service accounts, and partner management.

Top Experience Cloud Features

Formerly known as Community Cloud, Experience Cloud comes with many enhanced and new features:

  • Build sites, portals, and forums fast
  • Self-service for customers
  • Drag and drop dev/design for simple but effective user interfaces
  • “CRM-powered” experiences
  • Easily-personalized pre-built templates
  • Personalized customer touch-points
  • Allows your digital platforms to adapt and scale with your business strategy

An Integrated Experience Across Clouds

The Experience Cloud helps drive a consistent brand experience across channels. And, of course, it easily integrates with all other Salesforce Clouds – Sales Cloud, Service Cloud, etc. You can therefore streamline every aspect of your business and make your work go even further. CRM powered experiences mean deeply personalized experiences for your customers! In addition, you can integrate data from non-Salesforce systems to power unique and personalized customer journeys.

The experiences themselves can range from peer-to-peer self-help communities, support portals, and customer portals, knowledge or document sharing sites. You can even build custom business processes, such as warranty registration, loan applications, rebate processing, new account registration, and bulk sales.

Add Your Branded Content

A lightweight CMS makes it easy to create and manage content assets natively with drag and drop capabilities using Experience Builder. For example, imagine mixing your branded content assets with CRM data and presenting a truly engaging experience to your customers.

On-Brand Experience

In addition, Salesforce Experience Cloud provides templates/themes to choose from out of the box. You can customize these and/or make new custom ones to easily launch pixel-perfect branded experiences.

Mobile First

Moreover, everything you do is mobile responsive and available on mobile devices out of the box; no additional work is needed. Further, if you want a deeply customized app experience, you can do so with Salesforce’s mobile SDK.

Delivering Excellence on Experience Cloud

Since the announcement, we’ve focused on helping clients understand how this new cloud builds on Community Cloud offerings and can fit within their existing Salesforce ecosystems. We’ve started helping clients implement this in their systems with branded, data-driven, and personalized user experiences for their customers.

As one of our distinct strengths is integrating Salesforce with other critical business systems, we’re providing insights on how Experience Cloud works best within their technology investments and how to drive efficiency through connect systems. If you’re interested in learning more about what your business can achieve with Experience Cloud or how to integrate it with your other business applications, contact our team today.

Learn more about Salesforce Experience Cloud.

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