Salesforce Experience Cloud Reviews & Insights

Score7.9 out of 10

411 Reviews and Ratings

Community insights

TrustRadius Insights for Salesforce Experience Cloud are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Customizable UI: Users have consistently appreciated the platform's customizable interface, which allows for extensive design flexibility and easy configuration, enhancing user experience. The ability to tailor the UI to specific preferences has been a key factor in users' positive feedback.

Easy-to-use plugins for customization: Many reviewers have highlighted the availability of easy-to-use plugins for full-page customization without the need for coding skills, simplifying the process of creating personalized designs. This feature has contributed significantly to users' satisfaction with the platform's customization options.

Integration with Salesforce sales: Customers have valued the seamless integration with Salesforce sales, emphasizing how it streamlines data manipulation and enables effortless modification of data structures. This integration has proven to be a valuable asset in optimizing sales processes and overall efficiency for many users.

Salesforce Experience Cloud Reviews

51 Reviews

Salesforce Experience Cloud admin review

Rating: 10 out of 10

Incentivized

January 29, 2024

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.

Verified User

Administrator in Information Technology (5001-10,000 employees)

Vetted Review

5 years of experience

Salesforce Journey - our Pilot testing

Rating: 8 out of 10

Incentivized

November 25, 2021

Use Cases and Deployment Scope

We are reviewing this tool for the business team to build 1-to-1 relationships for our clients.

Pros

Build client relationships with journey phases
Provide customer feedback into the tool
create single customer interface to create cross channel customer experience

Cons

We like the tool but should be integrated with Azure or AWS authentication for SSO

Likelihood to Recommend

Our pilot experiences were satisfactory and would need to [be further tested] to provide more feedback.

Verified User

Strategist in Information Technology (10,001+ employees)

Vetted Review

5 years of experience

One of the best CRMs on the market

Rating: 10 out of 10

Incentivized

May 26, 2021

Use Cases and Deployment Scope

Salesforce is used by everyone in our company. This is how we find information about customers, prospects, and sales stages. It also helps our company with forecasting revenue and managing pipeline. Leadership can see data easily and users, in general, can create their own reports and customize their own data.

Pros

Pipeline management.
Reports.
Account information.

Cons

It can be complex sometimes.
one department might only be comfortable using a specific section of the dashboard.
It's boring to update contact information.

Likelihood to Recommend

Salesforce is well suited when I need to access information about my clients, for example, industry, revenue, website, contacts, opportunities (upsells, closed-wons). It is also good to keep track of pending activities such as onboardings and progress review calls. It is less appropriate when I need to see a record of all emails sent to a specific customer.

Verified User

Account Manager in Sales (1001-5000 employees)

Vetted Review

3 years of experience

Better-than-Expected Results from Implementation of Salesforce Experience Cloud

Rating: 10 out of 10

Incentivized

May 19, 2021

Use Cases and Deployment Scope

Salesforce Experience Cloud is used to support our long-term care pharmacy operations. Client facilities are able to securely access the portal to obtain on-demand access to clinical reports, financial reports, compliance documents, general policies & procedures, and even quality metrics - such as the amount of time that our consultant pharmacists spend reviewing patient charts within each building. Implementing the Experience Cloud has given our customers the ability to access the data they need when it is needed by them. In some cases, regulatory surveyors request historical data and this previously resulted in a series of frantic phone calls to our call center in order to try and obtain the requested information, then distribute that by encrypted email. Now our customers simply access the secure portal and very rapidly access the needed data without spending time on phone calls and emails.

Pros

Flexible hierarchical security and sharing settings
Offers secure access to reports in document (PDF, Excel, or Word formats)
Offers customers access to flexible, dynamic quantitative reporting

Cons

Initial setup of security profiles when complex situations (such as parent-child permissions) are required

Likelihood to Recommend

Salesforce Experience Cloud is well-suited for organizations that have clients who periodically or routinely need to access historical data or documents. The product also offers an exceptionally effective tool to engage with customers around support/service issues and the entire Case management functionality built into the Salesforce platform. The product might be less well-suited in environments where there is exceptionally high staff turnover within customer accounts, or where there is a substantial lack of very basic computer skills.

Jason Guinn

Chief Financial Officer in Finance and Accounting at Clinical Management Concepts, Inc. (51-200 employees)

Vetted Review

3 years of experience

View profile

Solid when coupled with Salesforce CRM/other Salesforce applications

Rating: 7 out of 10

Incentivized

May 14, 2021

Use Cases and Deployment Scope

Salesforce Experience Cloud (formerly Salesforce Community Cloud) is being used for a few departments. It addresses the business problem of needing a digital environment for employees to share content. It addresses the need for an intranet for staff to share content related to a particular service. Salesforce Experience Cloud (formerly Salesforce Community Cloud) is a good option for organizations that have implemented Salesforce for CRM, IT support, case management, etc. Salesforce Experience Cloud (formerly Salesforce Community Cloud) also addresses the business problem of having a solid digital presence to share content with colleagues.

Pros

Organize content
Allow self service
Easy to configure

Cons

Content management system is not great
Overall backend usability

Likelihood to Recommend

It's a good product if you are going to leverage Salesforce for a lot of applications. The product is well suited to serve as a collaboration portal with internal or external customers. It's likely less appropriate for fully public-facing websites where the importance is purely on look and feel vs. substantive content or collaboration.

David Nero

Assistant Vice President in Information Technology at University of Massachusetts (501-1000 employees)

Vetted Review

2 years of experience

View profile

Salesforce Experience Cloud - A feature rich tool

Rating: 9 out of 10

Incentivized

May 13, 2021

Use Cases and Deployment Scope

We are using Salesforce Experience Cloud for the whole organization to offer a portal for employee engagement. It is integrated with Service Cloud and the portal built on Salesforce Experience Cloud is very scalable and easy to manage. It is easy to configure, enabling faster development, testing, and delivery of new features and enhancements.

Pros

Ease of integrations with other systems.
Excellent customer support.
Easy to configure and maintain.

Cons

It is expensive.
Extensive training requirements.
Knowledge base support has a lot of room of improvement.

Likelihood to Recommend

It is perfect for a mid or large size company already on the Salesforce cloud. It is not appropriate for small-size companies considering the high cost and complexity in integrating non-Salesforce product integrations.

Verified User

Program Manager in Information Technology (10,001+ employees)

Vetted Review

5 years of experience

Customizable, functional, slightly challenging to independently implement

Rating: 8 out of 10

Incentivized

April 29, 2021

Use Cases and Deployment Scope

We just implemented [Salesforce Experience Cloud (formerly Salesforce Community Cloud)] this year, and we are currently planning to initially use it as a customer portal where customers can log in to check status of their cases, search their company's cases, and link out to our already-existing help and community sites. Eventually, we plan to migrate our help center and community information into our experience as well. This is primarily used by our customer success team with input from marketing.

Pros

Pre-built templates are sleek, customizable, and easy to navigate as an end-user
The level of customizability allows you to create a truly branded experience for customers
The ability to collect data around usage is powerful

Cons

The documentation for implementing Experience Cloud can be a bit confusing as their rebranding hasn't made it's way into all articles, resulting in different terminology being used to refer to the same thing
Some things are not as intuitive regarding their customizability, so there's a bit of a learning curve (i.e. Lightning apps can't be used to customize layouts in Experience Cloud)

Likelihood to Recommend

[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.

Verified User

Manager (51-200 employees)

Vetted Review

1 year of experience

My first Salesforce experience went like this

Rating: 9 out of 10

Incentivized

April 21, 2021

Use Cases and Deployment Scope

Salesforce Experience Cloud is used both by Service and Sales departments, and our goal is to create a customer-first digital experience that has real impact on customer loyalty and revenue.

Keeping all interactions in one place, giving first call resolution and a 360º overview about customer interaction is valued in this tool.

Pros

Service and Support
personalization capabilities
journey mapping

Cons

Pricing
Complex integration with non salesforce products
Training Time

Likelihood to Recommend

Salesforce Experience Cloud main advantage is the 360º overview over a cuustomer and the easy way to adapt your onnections if you have other salesforce produtcs, and having those products is clearly a must have.

I also have to mention the strong user community that allows you to have permanent "support".

Vítor Hugo Pacheco

Head Of Telemarketing in Sales at Goldenergy (51-200 employees)

Vetted Review

1 year of experience

View profile

Salesforce Portal, I mean Community, I mean Experience Cloud...

Rating: 9 out of 10

Incentivized

April 15, 2021

Use Cases and Deployment Scope

[Salesforce Experience Cloud (formerly Salesforce Community Cloud)] is used by a number of companies I work with, from outside sales reps logging leads and sales deals. To customer service portals for customer to submit support tickets, to also use cases of being a portal for franchisee companies to get knowledge articles and support from the parent organization.

Pros

Access to the data
Limited login access
Customer Support

Cons

Cost for large number of logins
Expensive setup when not using templates

Likelihood to Recommend

[Salesforce Experience Cloud (formerly Salesforce Community Cloud) is well suited] when there is a need to have access to Salesforce data but limited access. The need to control what a user will see and do but still access same system your core users will be functioning in

Christopher Rodriguez

COO (Chief Operating Officer) in Professional Services at MK Partners (11-50 employees)

Vetted Review

8 years of experience

View profile

Salesforce Experience Cloud - Bring Everything and Everyone Together

Rating: 10 out of 10

Incentivized

April 15, 2021

Use Cases and Deployment Scope

My organization is currently using Salesforce Experience Cloud (formerly Salesforce Community Cloud) to connect both our internal users and external users to our Salesforce environment. We use it for providing up to the minute updates, internal/external communication, quotations, review incoming inventory, place parts orders, place large orders, review and submitting warranty claims, viewing customers, and analytics.

The experience allows us to keep everything in one place, easy for new and old users.

Pros

Allow for lots of information in one place.
Create separate experiences for different users (or user groups).
Allow for multiple ways to communicate.

Cons

Likelihood to Recommend

Some specific situations in which Salesforce Experience Cloud (formerly Salesforce Community Cloud) is well-suited are: when a large organization needs to share specific information over several user groups, organizations that operate with smaller divisions who have different user profiles, organizations that want to make information more used and graphically friendly, organizations that utilize Salesforce for their complete operations, and want to limit the information certain users are able to see.

Verified User

Employee in Finance and Accounting (51-200 employees)

Vetted Review

3 years of experience