With Experience Cloud, customers and partners can build digital experience platforms to host marketing and corporate sites, partner portals, support forums, web applications, and more. You can start from a selection of prebuilt templates. Use the Customer Service template to build a self-service experience where your customers can help each other, which increases case deflection and user engagement. Create portals where customers can process insurance claims, access their healthcare information, schedule vaccine appointments, and purchase products from stores. Customers can process warranties and self-service claims on automobiles. Companies can manage inventory and make purchases. Use the Salesforce platform to extend the power of CRM data to partners so that they can manage channel accounts and boost products with marketing campaigns.

Benefits of Experience Cloud:
- Provides branded digital experiences connected to CRM.
- Enables companies to engage customers and empower partners.
Engaging with Customers and Partners:
- Offers tools for creating multiple, purpose-driven digital experiences.
- Allows custom access to data for customers and partners within the Salesforce org.
Advantages of Building on Salesforce Platform:
- Fully integrated with CRM data and systems, allowing seamless data sharing.
- Salesforce CMS enables branded content for any channel.
Key Features:
- Multiple site creation to meet various business needs.
- Extends business processes to external stakeholders.
- Integrates third-party data, eCommerce, and partner performance measurement.
Use Cases:
- Customer Service Portals: Offers self-service and access to service agents and knowledge bases.
- Partner Management: Supports channel sales, partner onboarding, and collaboration on deals.
Data Control:
- Salesforce admin manages data visibility and access, ensuring secure sharing with external audiences.

Engage with Your Customers

Typical Use Cases for Self-Service Portals:
- Customers access information about products, view account data, and manage service tickets.
- Peer-to-peer interaction among customers encourages shared knowledge and deflects support cases.
- Features like case creation, knowledge base access, and live chat support enhance engagement.
Financial’s Experience Cloud Goals:
- Tailored portals for different customer types: individual clients and business clients.
- Individual clients: manage budgets, track bills, and file taxes.
- Business clients: calculate sales tax, manage payroll, and handle accounts.
Service Cloud Enhancements:
- Expose Salesforce Knowledge for customer access to helpful articles.
- Case tracking enables reporting on trends to improve customer support.
- Integration of live chat for real-time help, with support agents accessing customer information in one view.
Metrics for Success:
- Key metrics: number of deflected cases, agent time per case, customer satisfaction, and Net Promoter Score (NPS).
- Positive impacts observed post-implementation include reduced support costs, higher case resolution efficiency, and increased customer engagement.
Benefits of Experience Cloud Integration:
- Unified Salesforce platform allows seamless integration of features for enhanced customer experience.
- Cost savings in support, better trend analysis, and proactive service adjustments boost customer satisfaction.

Engage with Your Partners

Typical Partner Portal Use Cases:
- Streamlined partner onboarding, opportunity management, lead distribution, deal registration, and easier quoting processes.
- Support for marketing, access to cooperative funds, and consistent branding.
Challenges Faced by Lira Financial:
- Rapid growth led to a lack of internal sales capacity.
- Complex processes discouraged partner engagement (multiple logins, manual processes, and lack of mobile access).
Solution Through Experience Cloud:
- Experience Cloud enables the creation of a centralized partner portal using the Partner Central template.
- Key features include lead distribution, deal registration, localized onboarding, and Salesforce CPQ for simplified quoting.
Benefits for Partners:
- Increased access to qualified leads, real-time deal tracking, streamlined communication, and customized content.
- Improved onboarding with location-specific information and resources, plus the availability of training and certification.
Measurable Outcomes:
- A significant rise in engagement (+46%), deal registration (+33%), and annual sales (+43%) following portal implementation.
Continued Improvement and Measurement:
- Lira continues to monitor partner engagement metrics and seek ways to enhance the user experience and maintain growth.

Design and Build Roles

Role	Responsibilities
Technical Architect	Has a comprehensive understanding of the Salesforce Platform, integrations, various cloud operations, security, governance, and compliance. Responsible for deploying the new Cloud Kicks site. When possible, a Salesforce technical architect is the best fit for this role.
Business Process Analyst	Understands the business requirements and how the site is used. Has deep Cloud Kicks knowledge, the problems to solve, and how the site solves them.
Developer/Site Admin	Build a low- or no-code site using components and templates in Experience Cloud. For more advanced sites requiring custom coding, a developer might own this role.
User Interface (UI)/User Experience (UX) Designer	Use Salesforce tools to customize the look and structure of the site. To increase site value, lean on the UI Design team for feedback on web design and understanding of our target audience. Be the voice of the customer, and work with the UX Design team to improve site useability through user research.
Front-end Developer	Helps bring ideas from UI/UX to life by addressing coding needs for the customer-facing website. This role requires experience with HTML, CSS, and JavaScript.
QA Professional	Test the site before we go live and after any updates. Bring in a fresh pair of eyes if possible. Review the site as different user types, and check for security vulnerabilities.

Content Creation and Site Management Roles

Role	Responsibilities
Content Manager	Ensure all content is up to date and ready for use. This includes images, videos, text, and so on. Serve as a point of contact for teams who own content used on the site.
Documentation Writer or Training Specialist	Document the site's configuration for future reference. Train internal users on how to configure and update the site.
Digital Engagement Manager	Maintain the site once it's live. Use analytics tools to ensure users engage with content and each other. Maintaining the live site is the true key to success!

Experience Cloud facilitate mobile access for customers and employees

Mobile-Responsive Design

Responsive Communities: Experience Cloud ensures that all communities created on the platform are mobile-responsive. This means that the layout and content automatically adjust to fit different screen sizes, allowing users to access the community seamlessly from smartphones, tablets, or desktops.
Experience Templates: The platform provides pre-built templates that are optimized for mobile use. These templates allow organizations to create visually appealing and functional sites without extensive coding, ensuring a consistent experience across devices.

Custom Mobile Applications

Salesforce Mobile SDK: Organizations can develop custom mobile applications using the Salesforce Mobile SDK. This capability enables businesses to create tailored mobile experiences that align with their branding and specific user needs, making it easier for customers and employees to engage with the platform on the go.

Enhanced Accessibility Features

Self-Service Portals: Experience Cloud allows for the creation of self-service portals where users can find answers to their questions, access support resources, and manage their accounts directly from their mobile devices. This reduces dependency on customer support and enhances user satisfaction by providing instant access to information.
Real-Time Collaboration: The platform integrates collaboration tools like Chatter, which enable users to communicate and collaborate in real time from any device. This feature is particularly beneficial for employees who need to work together across different locations while accessing the same information and resources.

Integration with Salesforce Ecosystem

Seamless Data Access: Experience Cloud integrates with other Salesforce products, allowing users to access relevant data from their CRM directly through mobile devices. This integration ensures that both customers and employees can retrieve important information quickly, enhancing decision-making and responsiveness.

User-Friendly Interfaces

Customizable User Experience: Organizations can customize the look and feel of their mobile interfaces using tools provided by Experience Cloud. This personalization helps create a more engaging experience for users, making it easier for them to navigate and interact with the platform.

Integration with Salesforce Tools

1. Sales Management

Experience Cloud enables organizations to manage their sales processes effectively by integrating with Salesforce Sales Cloud. This integration allows users to access customer data, track sales activities, and manage relationships directly within the Experience Cloud environment, facilitating better decision-making and customer engagement.

2. Marketing Automation

The platform connects with Salesforce Marketing Cloud to execute marketing campaigns and track results. Users can create targeted marketing initiatives based on customer interactions within the Experience Cloud, ensuring that messaging is personalized and relevant.

3. Customer Service

Experience Cloud integrates with Salesforce Service Cloud to provide robust customer support solutions. This includes features like case management, knowledge bases, and self-service portals, allowing customers to find answers quickly and reducing the workload on support teams.

4. Analytics

By leveraging Salesforce Analytics tools, Experience Cloud provides insights into user behavior and community engagement. Organizations can utilize dashboards and reports to monitor performance metrics, enabling data-driven decisions that enhance user experiences.

5. Content Management

Experience Cloud utilizes Salesforce CMS for creating and managing digital content across various channels. This integration allows for streamlined content delivery and ensures that users have access to the latest information in a cohesive manner.

6. Partner Relationship Management

The platform supports partner relationship management by integrating with tools designed for managing partner interactions. This includes sharing data such as orders or financial information with partners, enhancing collaboration and operational efficiency.

7. E-commerce Capabilities

Experience Cloud integrates with Salesforce Commerce Cloud to enable B2B commerce functionalities. Businesses can create online storefronts optimized for mobile, manage transactions, and streamline inventory processes directly through the Experience Cloud interface.

8. Community Management

Through integration with Chatter and other collaboration tools, Experience Cloud fosters community engagement among users—be it customers, partners, or employees. This interaction enhances knowledge sharing and strengthens relationships across the board.

Using Reporting in Experience Cloud Sites

Track User Engagement with Google Analytics 4

Integration: You can integrate Google Analytics 4 (GA4) with your Experience Cloud sites to track user interactions and engagement metrics.
Key Metrics: Focus on metrics such as engagement rate, average engagement time, and engaged sessions, which measure how actively users interact with your content.
Event Tracking: Set up key events like clicks or form submissions to gain insights into user behavior. GA4 allows you to define what constitutes user engagement, such as time spent on the site or the number of pages viewed within a session.

Report on Experience Cloud Sites with AppExchange Packages

AppExchange Solutions: Leverage various analytics packages available on Salesforce AppExchange that can enhance reporting capabilities for Experience Cloud sites.
Custom Reports: These packages often provide customizable reporting options tailored to specific business needs, allowing for deeper insights into user engagement and site performance.

Web Analytics and Reporting in Experience Cloud Sites

Comprehensive Analytics: Utilize built-in web analytics features within Salesforce to generate reports on user behavior, traffic sources, and content performance.
User Engagement Reports: Create specific reports focusing on user engagement metrics such as session duration, page views per session, and bounce rates to understand how users interact with your site.

Reports and Dashboards for Site End Users

Custom Dashboards: Design dashboards that provide site end users with access to relevant reports about their interactions and contributions within the community.
User-Friendly Visuals: Ensure that these reports are visually appealing and easy to understand, allowing users to track their engagement levels effectively.

Key Industries Using Salesforce Experience Cloud

1. Information Technology and Services

Usage: This sector represents a significant portion of Salesforce Experience Cloud users, leveraging its capabilities for customer engagement, support, and service delivery.
Examples: Companies like Cognizant Technology Solutions and EPAM Systems utilize the platform to enhance their service offerings and client interactions.

2. Retail and E-Commerce

Benefits: Retailers use Experience Cloud to create personalized shopping experiences, manage customer data, and optimize inventory management.
Features: The platform supports data-driven marketing strategies and seamless omnichannel customer support.

3. Financial Services

Focus: Financial institutions benefit from tailored solutions that enhance client relationships, manage compliance, and track financial goals.
Tools: Salesforce’s Financial Services Cloud is specifically designed for this industry to provide a comprehensive view of client interactions.

4. Healthcare

Applications: Healthcare providers use Experience Cloud to improve patient care by centralizing patient data, streamlining appointment scheduling, and delivering personalized treatment plans.
Engagement: The platform enables targeted health campaigns and enhances patient engagement through tailored communications.

5. Manufacturing

Optimization: Manufacturers leverage Salesforce to gain real-time visibility into supply chains, manage production processes, and forecast demand accurately.
Efficiency: This leads to improved inventory management and reduced production costs.

6. Education

Empowerment: Educational institutions utilize Experience Cloud for student recruitment, enrollment management, and alumni engagement.
Analytics: The platform helps in analyzing student performance and making data-driven decisions to improve educational outcomes.

7. Nonprofits

Impact Measurement: Nonprofit organizations use Salesforce to manage donor relationships, track donations, and measure program impact.
Efficiency: This allows them to operate more effectively while engaging with their communities.

8. Hospitality and Travel

Enhancement: Companies in this sector use Experience Cloud to personalize guest interactions, streamline reservations, and offer tailored recommendations.
Loyalty Boosting: Data-driven insights help enhance customer loyalty and revenue generation.

9. Professional Services

Management: Consulting firms use Salesforce to manage client data, track project progress, and ensure efficient service delivery.
Collaboration: The platform enhances collaboration among teams and improves client satisfaction.

Government
Service Improvement: Government agencies leverage Salesforce to modernize operations related to case management and citizen engagement.

gauravpandeyDL / Feature-List

Salesforce Experience Cloud V2 #27