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Salesforce Experience Cloud

Score8 out of 10

411 Reviews and Ratings

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What is Salesforce Experience Cloud?

Salesforce Marketing Cloud Engagement (formerly Salesforce Experience Cloud or Salesforce Community Cloud) is an online forum powered by Salesforce that enables businesses to connect with their employees, customers, partner organizations, and prospects. Designed to help facilitate communication and information sharing, customers can ask questions and request help, administrators can integrate data from third-party apps, and employees can collaborate across projects and tasks.


The updated Salesforce Marketing Cloud Engagement allows users to reflect their brands and extend digital experiences across customer touchpoints, as well as create environments that are an interactive extension of a brand.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Salesforce Experience Cloud has to offer, as determined by TrustRadius' reviewers.
Based on 411 ratings of Salesforce Experience Cloud's features
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Top Performing Features

  • Role-based user permissions

    Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.

    Category average: 8.2

  • API

    An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.

    Category average: 8.2

  • Code quality / cleanliness

    Code generated by WYSIWYG editor is clean and validates according to W3C standards.

    Category average: 7.1

Areas for Improvement

  • Test reporting

    Provides users with reports for each test that record the performance of each variation tested against selected metrics such as conversion rate. These reports indicate when a given test variation has performed statistically better than the original (control) site version.

    Category average: 7.5

  • Funnel Analysis

    Maps and analyzes the steps taken by visitors towards a conversion point on a website or app.

    Category average: 7.4

  • User Segmentation

    Creates user segments based on demographics, location, preferences, and past behavior.

    Category average: 7.5

Reviews

What users are saying about Salesforce Experience Cloud.
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Celebrate your community in the clouds!

Incentivized
Jessie MeadView profile
Salesforce Consultant in Information Technology at TBK Bank (501-1000 employees employees)

Pros

  • Customizable UI with the ability for design.
  • Easy to use plugins to customize your page fully without any code.
  • Interactive.
  • Connected to the internal database.

Cons

  • Great drag-and-drop functionality, but more difficult to control without fully coding the page.
  • I would like more functionality around knowledge articles.
  • I would like an easier way to adjust the log-in page and options.

Return on Investment

  • Company-wide communication improvement.
  • Hosting of company documentation and policies to remove other 3rd party vendors and costs.
  • Sourced resources based on specific requests for more streamlined processes, company-wide.

Alternatives Considered

Wix

Other Software Used

Salesforce Marketing Cloud Email Studio, Salesforce Service Cloud, Pardot

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

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

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

Most Important Features

  • Granular security controls
  • Hosted and maintained by Salesforce in a redundant data center
  • Ability to customize the product to meet our customers' very specific needs

Return on Investment

  • Dramatically reduced the number of phone call and e-mail requests for data
  • Increased customer satisfaction
  • Entirely eliminated a convoluted reporting process that previously required hours upon hours of time from our HR team - the data is now logged directly by the consultant pharmacists and immediately available to our customers in a real-time report format

Alternatives Considered

MS SharePoint

Other Software Used

Emburse Abacus, FrameworkLTC, Sage Intacct

Solid when coupled with Salesforce CRM/other Salesforce applications

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

Pros

  • Organize content
  • Allow self service
  • Easy to configure

Cons

  • Content management system is not great
  • Overall backend usability

Most Important Features

  • Content management
  • Design
  • Accessibility

Alternatives Considered

Drupal

Other Software Used

Slack, Smartsheet, Microsoft Powerpoint

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

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

Pros

  • Access to the data
  • Limited login access
  • Customer Support

Cons

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

Most Important Features

  • Templates
  • Security features
  • Data access

Return on Investment

  • Allowed expanded access
  • Self Service capabilities
  • Reduced licenses costs

Alternatives Considered

WordPress

My first Salesforce experience went like this

Incentivized
Vítor Hugo PachecoView profile
Head Of Telemarketing in Sales at Goldenergy (51-200 employees employees)

Pros

  • Service and Support
  • personalization capabilities
  • journey mapping

Cons

  • Pricing
  • Complex integration with non salesforce products
  • Training Time

Most Important Features

  • Customer Overview
  • Integration
  • Community

Return on Investment

  • Improve Customer Loyalty
  • Keep Information Simple and Organized
  • Integration with other tools simple

Other Software Used

Oracle Siebel CRM, Microsoft Endpoint Manager (Microsoft Intune + SCCM), Redmine