CoreMedia vs. Salesforce Experience Cloud

I think this CMS is best suited as an enterprise level system. For small, or simple sites, there are better options, but for large high-traffic sites, this is a great CMS.

[Salesforce Experience Cloud (formerly Salesforce Community Cloud)] seems to be very well suited for what we want to use it for, which is to allow customers to have access to their ongoing and already-resolved cases, which will save our customer success team time and allow for transparency. It also seems well-suited for fine-tuning knowledge libraries, as it allows you to track the knowledge articles that are most impactful (and conversely, those that are less impactful) as you are able to track the path that customers use to self-serve ahead of submitting a ticket. I haven't run into any scenarios yet where we wanted to use Experience Cloud as a solution but discovered that it wasn't a fit.

Incentivized

• CoreMedia is a robust system that can manage large sites with multiple, well-organized subsites.
• CoreMedia has a built-in workflow system that functions well for a distributed contributor model.

Incentivized

• Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
• Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required

Incentivized

• Every so often, there would be issues with HTML, that were occasionally difficult to troubleshoot.
• Suggest having a preview feature that would show exactly what the website will look like after changes are implemented.
• Add direct social media feature.

Incentivized

• None that come to mind - integrations, experience, and use is great! However, if you're trying to learn it yourself, you may benefit from consulting an expert. Or, if you're wondering if it's good for you, a business analysis will suit you well before you implement to save yourselves, time, money, efforts, and even people.

Incentivized

CoreMedia continues to refine and deliver new features. They also explore new technologies and trends, like social media integration. The platform is solid and growing. We are also slightly locked into using CoreMedia. Migrating such a large amount of content to another system would likely not be feasible or prudent.

Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it

Incentivized

Through ease of use and expandability, I think that Community Cloud is a best in class at exposing Salesforce integrations, as well as expandability in working through building custom add-ons for Salesforce for collaborations and self-service. Additionally, the speed to market on these changes are lightning-quick and allow for experimentation.

Incentivized

We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.

Incentivized

Set aside more time than you think you need to migrate content. That is the hard part. Implementing the technology is easy.

CoreMedia is slightly better. I was not a part of the original team to select CoreMedia for our web content management tool. It was already in place when I came to my organization, but it's certainly presented challenges along the way as well as solutions to certain problems. I think at this point, we're going to continue using CoreMedia, although we're investigated ways to enhance our use of it.

Salesforce Experience Cloud was selected due to its tight integration with our existing Salesforce CRM platform. Customization of the portal was much, much simpler compared to Sharepoint - especially with role-based security parameters that are ultimately inherited based on attributes within the Salesforce CRM platform. Salesforce Experience Cloud was a natural fit for this customer-facing purpose.

Incentivized

• Once trained, users really ramp up, but getting them to switch mindsets has not been easy or painless.
• We can easily show ROI with add-ons and increasingly do so.
• Since it's a very large site, we have to go a bit slower than everyone would like in terms of the roll-out.

Incentivized

• Its given us much better issue and customer satisfaction tracking, since before Community Cloud much of our communications were extremely siloed within Outlook. We had no visibility because communications happened on an individual basis rather than a holistic level (the company).
• We've increased user interaction and given our customers a reason to come to the website repeatedly.
• Our costs have gone up, naturally, as the system proves to be a strong solution. We have pulled in other resources and teams which requires more licenses. I guess that's a sign of success but also a cost.

Incentivized