SALESFORCE EXPERIENCE CLOUD VS COMMUNITY CLOUD
Choosing the right Salesforce platform to run an organization’s day to day operations can be overwhelming, especially when considering the various options available. Salesforce Experience Cloud and Salesforce Community Cloud are two of the primary choices available to companies and organizations looking to improve their customer experience and manage their backend operations. This article will provide a deep dive into comparing the two primary Salesforce platforms, with a focus on their primary features and benefits from the perspective of an enterprise user or customer looking for a Salesforce release management, data backup and recovery, and security solution. Salesforce Experience Cloud – formerly known as Salesforce Customer Success Platform — is a comprehensive set of cloud-based tools and features used to deploy, manage, and optimize customer experience. It is an integrated platform composed of multiple Salesforce products, enabling customers to have a single view of their customers, from the first contact or sales process until post-transaction. It is ideal for companies seeking to deliver the best customer experience across channels, such as call centers, email, social media, video, and website interactions. Salesforce Community Cloud, on the other hand, enables companies to connect and engage with customers, partners, and employees. It is a cloud-based platform designed to help organizations increase customer and employee engagement. It provides a range of features to engage customers, such as discussion forums, blogs, polls, surveys, and more. It also includes features to enable collaboration between employees and customers, as well as tools for self-service. While the two Salesforce platforms share some key features and overlapping capabilities, there are some distinct differences between Salesforce Experience Cloud and Salesforce Community Cloud. When it comes to customer experience, Salesforce Experience Cloud allows organizations to better manage customer interactions throughout the customer journey by connecting their various communication channels — such as call centers, emails, social media, video, and web interactions — in a single platform. It provides customers with a comprehensive view of their customers by integrating the entire customer lifecycle into one space. It also offers advanced analytics that allow businesses to track customer interactions and gain insights into their performance. In contrast, Salesforce Community Cloud enables organizations to connect and engage with their customers, partners, and employees in an organized and meaningful manner. This platform provides tools for self-service, discussion forums, blogs, polls, and surveys, among other features. When it comes to enterprise usability, Salesforce Experience Cloud allows for a comprehensive view of the customer experience by integrating multiple customer touchpoints into a single platform. It also enables organizations to gain insights into their performance by providing robust analytics and customizable dashboards that can be tailored to their unique needs. Salesforce Community Cloud, on the other hand, enables users to customize their workspace according to their own business and customer needs and is better suited for customers who are looking to create a more collaborative and engaging environment with their customers and employees. For organizations looking for a comprehensive Salesforce release management, data backup and recovery, and security solution, Salesforce Experience Cloud is the better choice as it offers the tools necessary for controlling customer experience and optimizing performance. Salesforce Community Cloud, on the other hand, is best for companies looking to engage deeper with customers and employees. Ultimately, the correct choice between Salesforce Experience Cloud and Salesforce Community Cloud depends on the organization's individual needs and desired outcomes. Both platforms offer a range of features and capabilities to businesses looking to improve their customer experience. With these tools, organizations can boost their customer engagement, collaboration, and ROI while maintaining a secure environment for their data and operations.
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