Salesforce Experience Cloud Information 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

13 Reviews

InformationComputer Software9Internet3Telecommunications1

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 (Internet company, 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 (Computer Software company, 51-200 employees)

Vetted Review

1 year of experience

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 (Computer Software, 11-50 employees)

Vetted Review

8 years of experience

View profile

The Easy Part of My Day

Rating: 6 out of 10

Incentivized

February 12, 2020

Use Cases and Deployment Scope

It is being used within a specific department. It allows us to streamline our sales process, and a basis of record on accounts, prospects, clients, deals closed and as well as historical metrics. I like it because of how intuitive and easy it can be to wrap my head around.

Pros

Easy to use.
Aesthetically pleasing.

Cons

It's slow.
Takes a lot of manual effort.

Likelihood to Recommend

I don't know all the best use cases but its best suited for Salesforce to keep up-to-date records within one system. It also is a great platform to understand your progression throughout your day, week and quarter. I'm able to forecast more accurately than most other platforms,

Verified User

Representative in Sales (Computer Software company, 51-200 employees)

Vetted Review

2 years of experience

Salesforce Community Cloud seems to be full of rain clouds

Rating: 3 out of 10

Incentivized

December 7, 2019

Use Cases and Deployment Scope

Community Cloud is being used by by our entire organization as well as our external users. This is where we maintain our knowledge base (FAQ) and our user support case management. Customer Support maintains the case management system. Marketing and Support manage the FAQ knowledge base. My team references the Community Cloud system to look up technical questions as well as cases opened by customers. Customers reference the Community Cloud system to look up technical questions as well. Customers also use the cases to manage their issues.

Pros

Honestly I don't think the way we have Community Cloud set up it is very good at anything... looking up cases is a challenge.
Responding to cases is a challenge - too many fields repeated in different fonts all over the place.
The knowledge base UI looks like it is from the 1990s.

Cons

Ditto from previous screen - UX is terrible.
Knowledge base search is very poor.
No metrics available within knowledge base search.

Likelihood to Recommend

I think the idea is great to put our Salesforce sales data in the same systems as our use case as with our knowledge base. The execution is not good. Maybe it is our implementation. I fear it is not though. I think it will end up being the solution.

Verified User

Director in Sales (Computer Software company, 51-200 employees)

Vetted Review

1 year of experience

Salesforce Community Cloud

Rating: 10 out of 10

Incentivized

October 23, 2019

Use Cases and Deployment Scope

We use this for our partner portal. It has been heavily customized to reflect our brand and extend our online community experience. Their is an environment in play whereby our partners utilize this and can also log and register any business leads that automatically integrate to Salesforce Sales and Marketing Cloud. This can also be done via mobile anywhere, from any device. Partners can access the community through the Salesforce mobile app or from any mobile browser. Primarily used to grow our partner sales and relationships and also empower employees internally and externally.

Pros

Heavily customized to reflect our brand
Integration - Partners utilize this and can also log and register any business leads that automatically integrate to Salesforce Sales and Marketing Cloud
Access the community through the Salesforce mobile app or from any mobile browser

Cons

Error Messaging - Community users see 'We can’t upload your photo right now. Please wait a few minutes and try again' when attempting to upload Profile image
Speed of access on occaisions as its a SaaS application
Issues with integration at times

Likelihood to Recommend

Its well suited to be utilized as an online space for employees and partners to share info and collaborate with immediate access via browser i.e. SaaS application.

From a branding perspective, also very useful to brand ans personalize the user experience providing a UI that is personalized and easy to navigate through.

Can be used internally an intranet type solution to engage with internal employees allowing integration to Salesforce Chatter and other Salesforce app like Sales and Marketing Cloud. Additionally, collaborating with 3rd parties such as partners (as we do) to share info that filter back in to our Salesforce Sales and Marketing Cloud.

I see more benefit compared to writing any cons of the product. Just ensure you have strong NBN internet connection when accessing the SaaS application.

Michael Tantouri

Customer Success Manager in Customer Service at Sitecore (Computer Software, 501-1000 employees)

Vetted Review

2 years of experience

Salesforce Community Cloud lives up to expectations!

Rating: 10 out of 10

Incentivized

October 18, 2019

Use Cases and Deployment Scope

Salesforce is used by almost every department at my company including Sales, Customer Service, Billing, Accounts Receivable, and Provisioning. It really helps us to keep all notes and documents related to a customer in a common place where all departments can have access. It is also helpful for showing how specific billing accounts are related to each other with the hierarchy feature.

Pros

The hierarchy feature is great for showing related accounts & sub-accounts. This makes it easy to address all issues under a common grouping of accounts when speaking to a customer.
The chatter feature is extremely useful for alerting coworkers that their attention is needed on a specific case or work order. This sends an email to the person which includes your note to them.
The search feature in Salesforce is great. You can search by work order number, customer number, customer name, contact name, among many other things. It is very easy to find what you are looking for.

Cons

Certain packages offered by Salesforce Community Cloud have an odd "shared success" payment model that may not be suitable for all companies.
A large number of features available may be overwhelming for new users.

Likelihood to Recommend

Salesforce Community Cloud is best suited for business-to-business sales. SFCC makes it very easy to keep all contacts, quotes, contracts, etc. organized for prospects and customers. Everything is easily viewed in history & can be accessed across multiple departments. The hierarchy tool allows you to see how accounts and sub-accounts are related. SFCC may be less useful for companies that do not deal with customers that have multiple account levels.

Aubrey Miles

Cash Application Specialist in Finance and Accounting at Arkadin (Telecommunications, 1001-5000 employees)

Vetted Review

3 years of experience

View profile

Salesforce App Cloud has helped our business grow

Rating: 8 out of 10

Incentivized

June 4, 2019

Use Cases and Deployment Scope

Salesforce App Cloud is being used predominantly within Marketing and Sales. It is our single source of truth for all prospect engagements and customer management. As a sales rep, I rely on Salesforce daily to keep track of tasks relating to my accounts and to measure/improve my performance week to week.

Pros

Visualizes the performance of a team
Tracks all customer/prospect engagements
Enables easy communication between departments on the statuses of clients

Cons

Reporting functionality has quite a learning curve to set up
Sometimes SO many features that I'm overwhelmed and miss out on relevant ones
Can be a burden to update at times

Likelihood to Recommend

In any instance where you're selling into large accounts where several stakeholders exist, Salesforce App Cloud is well suited. Any kind of enterprise business would benefit. If it's a very transactional business or small brick & mortar store where ongoing relationships aren't nearly as critical, it wouldn't be as relevant. You could likely get by with a lighter weight CRM.

Verified User

Account Manager in Sales (Computer Software company, 201-500 employees)

Vetted Review

2 years of experience

Experience the Power of Community Cloud

Rating: 8 out of 10

Incentivized

January 29, 2018

Use Cases and Deployment Scope

Community cloud provides an excellent way to interact with information from your Salesforce instance in a secure area where your users are authenticated. It allows partners or constituents to update information, interact with one another, and access learning and articles.

Pros

Portal with authenticated login.
Interact with live Salesforce data.
Ability to integrate other systems into the community makes it very powerful.

Cons

Price can be expensive if you need a lot of licenses.
Functionality continues to be created and as lightning is developed will become more powerful.

Likelihood to Recommend

When a self-service community is needed.
When a secure community is needed for customers or constituents to interact.
When you have important data in Salesforce that you want to extend to a wider audience in a secure way.

Verified User

Consultant in Customer Service (Internet company, 11-50 employees)

Vetted Review

5 years of experience

A social aspect to the application I don't find much use for.

Rating: 4 out of 10

Incentivized

September 15, 2017

Use Cases and Deployment Scope

Salesforce Communities is a feature that we have at our organization, but we don't really use it especially often. That is to say, it's not something that was mandated by the company. It seems like a haphazard way of trying to add communication or a social integration to a product that doesn't really need to have those elements. Or at least, it's not well executed enough to use.

Pros

Easy to connect or "follow" other employees
Pretty intuitive to use

Cons

It doesn't offer enough value for what it is (It's like Google Circles with no user base)
Too simple
Visibility between users is often different and thus confusing

Likelihood to Recommend

It's good for connecting among coworkers in the same, or different department that are using Salesforce. The button is literally called "connect." By doing this you can follow cases that others are working on, almost like a Facebook feed, except for work. Though in my context, it's just not useful. I don't need most of the information that it shows.

Verified User

Engineer in Engineering (Computer Software company, 501-1000 employees)

Vetted Review

2 years of experience

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Salesforce Community Cloud

Rating: 10 out of 10

Incentivized

October 23, 2019

Use Cases and Deployment Scope

Pros

Heavily customized to reflect our brand
Integration - Partners utilize this and can also log and register any business leads that automatically integrate to Salesforce Sales and Marketing Cloud
Access the community through the Salesforce mobile app or from any mobile browser

Cons

Error Messaging - Community users see 'We can’t upload your photo right now. Please wait a few minutes and try again' when attempting to upload Profile image
Speed of access on occaisions as its a SaaS application
Issues with integration at times

Likelihood to Recommend

Its well suited to be utilized as an online space for employees and partners to share info and collaborate with immediate access via browser i.e. SaaS application.

From a branding perspective, also very useful to brand ans personalize the user experience providing a UI that is personalized and easy to navigate through.

I see more benefit compared to writing any cons of the product. Just ensure you have strong NBN internet connection when accessing the SaaS application.

Michael Tantouri

Customer Success Manager in Customer Service at Sitecore (Computer Software, 501-1000 employees)

Vetted Review

2 years of experience