Salesforce Experience Cloud admin review
Use Cases and Deployment Scope
I've used Experience Cloud in several workspaces for mainly the same reasons - it allows us to give customers more power over their own day-to-day operations in a convenient and easy way. We can control security easily with permission sets and sharing groups. This allows us to set visibility so that only an agent or someone in their specific agency can see the customers they manage, and we can tailor the reporting by making things visible only to certain audiences on the website. (If you are a direct agent you might see a report versus just someone who supports your business but doesn't sell directly). We can provide them resources to learn and grow on their own by customizing the knowledge articles on our site, and at certain times of year we can make announcements really prominent on the home page. We can lessen the workload on our customer service teams by incorporating a chatbot that can answer basic questions, and can update our knowledge base constantly so that when someone searches, it pops up relevant resources so they can hopefully figure it out before having to enter in a case for our customer service reps.
Pros
- Security settings
- Flexible ways to let customers reach customer service teams
- Easy to set up custom actions related to company's internal processes
Cons
- More options for layouts
- Easier ways to customize the look of it
- More documentation on best practices
Likelihood to Recommend
Well suited for companies that have partners or end users that like to self-service. Easy to publish content and knowledge articles for them to learn if they are new, and to post announcements and important updates on the homepage so they don't miss anything. It's hard to customize it to look like your main website unless you have resources that can write code. The templates have some flexibility in how you can lay things out, but you're really limited unless you go beyond the out of the box templates or have people on the team that can put together custom components for you.
