Experience Cloud Basics

Get Started with Experience Cloud

• Experience Cloud sites are called many different things: a Portal, Help Forum, Support Site, HR Central
  • Great way to connect customers in a new way, share information, and collaborate on business processes
  • An org can host multiple sites (Ex: “Reseller,” “Support,” “Help”)

5 Tiers of Community Licenses

• Each solves a particular use case. Choosing the correct one is a critical decision for the success of an experience cloud rollout. Each license type determine different levels of access to objects and features.
• External Apps
  • B2C (Business-to-Customer) use cases
  • Great for when you want your customers to have minimal interaction with Salesforce records
• Customer Community
  • B2C (Business-to-Customer) use cases - Ex: Customer Portal or Peer-to-Peer forums
  • Great for sites with thousands or millions of users
  • Examples:
    • Knowledge-base with articles, asking other customers questions, creating cases
    • Customer portal where customers can pay a bill, report a missing credit card, update their home address
• Customer Community Plus
  • Step above Customer Community licenses
  • Both B2B and B2C use cases that don’t involve sales scenarios
  • All the sharing benefits of a full Salesforce license and access to Reports and Dashboards
• Partner Community
  • Highest license tier
  • Great for B2B use cases where your company sells through a distribution channel
  • Grants access to Salesforce objects like Leads, Opportunities, and Campaigns
  • Example use cases: Partner Relationship management for Resellers, Broker portals, Dealer sites, B2B commerce
• Channel Accounts
  • Same benefits of Partner community, just packaged differently

Setting Up Users

• Every site user in the org needs to be associated to an Account.
  • Two types of Accounts in Salesforce:
    • Person Accounts: represents an individual, combines the Contact and Account fields into a single record.
      • Customer Community and Customer Community Plus licenses only
    • Business Accounts: represent companies
      • Can create many site users associated with one business account
• Steps to create users as part of a Business Account
  1. Convert Account to a Partner Account (“Enable as Partner” dropdown on Accounts)
  2. Create a Contact in the Account
  3. Convert the Contact to a site user (“Enable Partner User” dropdown on Contacts)
• Same user can be a member of multiple sites
• The same site can have users with different license types associated to it
• User setup example:
  • Purchased 10,000 customer community licenses for your support community
  • Purchased 500 partner community licenses for reseller site
  • Created 1000 customers from Accounts and made them part of the Support community
  • Created 250 partner users from Accounts and made them members of the Parter Reseller site
  • Added the same 250 partner users to the Support community so they can support your customers and get more business by showing expertise
• Common use cases:
  • Customer Service and Account Portals: empowers customers to find solutions to customer-service issues on their own, with access to your knowledge base, your service agents, and peer-to-peer support. Customers access their data in a member portal
  • Partner Relationship Management and Channel Sales: increase your revenue stream by collaborating on opportunities and deals. Onboard partners by sharing content and training materials.

Experience Cloud Advantage

• The advantage of building a digital experience using Salesforce: integrate everything. Examples:
  • Create multiple experiences for specific needs
  • Extend business processes to partners/customers
  • Integrate data (like orders or financial info) from third-party providers
  • Use themes/templates to create beautiful branded experiences
  • Use Salesforce CMS to create content and deliver to any channel
• Data from the site lives in the Salesforce org, and data in the org can be shared externally through the site (your Admin controls both data visibility with the outside world and which audience can access what).
  
  
• How can your company use Experience Cloud to engage external users? Create a customer portal and/or create multiple experiences for different audiences
• A site built using Experience Cloud gives you which of the following advantages? Integrated data

Engage with Your Customers

• Reasons to create a service portal:
  1. Gives customers one place to find info about your company and products
  2. Provides customers access to their data (accounts, service tickets, bills, …)
  3. Lets customers share experiences and expertise with other customers
• Example Experience Cloud project:
  • Individual clients need to create budgets, track bills, and do their taxes online.
  • Business clients need to calculate sales tax, do online accounting, manage their payrolls, and more, online.
  • Specific goals for Individual Client Customer Support site:
    • Enable peer-to-peer interactions with the aim of deflecting cases away from support.
    • Allow customers to create cases online when needed.
    • Give customers a live chat option to chat with customer service or bots.
    • Expose the organization’s knowledge base to customers.
    • Access on mobile devices.
  • Specific goals for Business Client Customer Support site:
    • Give access to their account information for easy updates.
    • Enable businesses to manage their orders.
    • Review monthly statements.
    • Let customers create cases online when necessary.
    • Expose the organization’s knowledge base to customers.
    • Enable access on mobile devices.
  • Example metrics to examine before and after the implementation of the self-service sites:
    • Number of deflected cases
    • Time spent by a support agent on each case
    • Customer satisfaction
    • Net promoter score (NPS)

Engage with Your Partners

• Reasons to invest in a partner portal like Experience Cloud:
  • Complex processes required to share data with external partners, like resellers.
    • Phone calls to confirm all quotes, data tracking in mutiple Excel/Google spreadsheets, distinct logins for archaic systems, no ability to access data from mobile devices
  • Fast growth that requires leveraging outside resources to perform some data management
• Experience Cloud can be used to facilitate relationships with both customers and partners:
  • Partners usually want access to:
    • Streamline onboarding
      • Resellers could get access to the same (or similar) resources as in-house sales team
    • Marketing campaigns and funds
    • Qualified leads
    • Deal registration
    • Opportunity management
    • Easy and quick reporting
  • Partner Central is a template for Experience Cloud communities that includes lead distribution and deal registration
    • Lead distribution lets companies capture leads from its marketing campaigns and website, and pass the leads to qualified channel partners. This accelerates their selling process with a trusted source of viable leads.
    • Deal registration lets partners register their deals, both planned and in progress, so both partners are kept up-to-date on a deal’s status.
• Possible example outcomes and results following implementation of Experience Cloud:
  • Before Experience Cloud:
    • Lack of partner engagement
    • Moderate levels of deal registration
    • $100 million in yearly sales
  • After Experience Cloud:
    • 46% increase in partner engagement
    • 33% increase in deal registration
    • $143 million in yearly sales
      
      
• Before setting up a partner portal, why do partner resellers have a difficult time working with a company:
  • Archaic, nonconnected systems
• What metric for the partner site would be important to a VP of Channel Sales?
  • Number of deals registered through the portal.