Salesforce Experience Cloud: Types of Digital Experiences

Designing a database-driven website is a well-established concept introduced previously in the IT industry. Salesforce’s Experience cloud extends it to the CRM platform, providing customizable templates to create multiple user experiences. In Salesforce Ecosystem, it is referred to as digital experiences.

The different types of digital experiences that can be created are:

These types of digital experiences are discussed below.

Portal

You can create a portal for both customers as well as partners. A portal developed for customers can either act as a service or an account management portal. When it is a service portal, it accesses the functionalities of the service cloud and provides means to create cases and contacts for the service agents and also acts as a self-help center. When it is a customer account portal, it provides access to account data and manages orders, invoices, contacts, and payments.

Websites

Like portals websites can be created for customers, partners, and internal employees, this is an efficient way to provide access to information such as leads and opportunities and share common information resources and knowledge articles.

Help Centers

Herp centers are websites created to solve issues through self-help. For this purpose, the experience cloud provides access to knowledge articles and a search facility through the help center. Help centers further provide access to service agents and assistance to create cases.

Forums

Forums are discussion platforms where customers, employees, and partners share their ideas and opinions and exchange information. Discussions can be further organized as topics. Also, internal or external members can moderate the discussion.

Mobile Apps

Salesforce provides a Mobile SDK to access the sites developed in Experience Cloud. All sites developed through Salesforce Tabs and VisualForce pages are accessible through mobile except the sites built through Expreicne builder.