salesforce community cloud use cases

They plan to narrow down from weeks to days in the future. We touched briefly on these use cases in our last post ‘What is Community Cloud’ blog post and will dive deeper into the details today. Before you can benefit from Salesforce Community Cloud, it’s important you understand it first. The … Don’t forget to check out: What is Salesforce Community Cloud? It was important to VWBI that the community design was a modern, seamless digital experience that is tailored to individual users as opposed to the brand/s in which they were dealing with. Passed the Community Cloud exam a couple of days ago. Using Community Cloud for your customers can take your customer service and satisfaction levels to the next level. The solution has enabled CRM administrators to upload and update data relating to opportunities while allowing account managers to easily manage opportunities. UC is planning to launch a Community that needs to be accessible from Internet Explorer 9 and the Salesforce Mobile app. Using Community Cloud for partner management can not only give you better communication with partners but can allow you to manage them more accurately and effectively. Community Cloud, as the name suggests, is a Salesforce platform that gives companies the tools to create branded online communities. What happens if no one answers their question? Consumers are increasingly interacting with products and brands using digital mediums like social networks, websites and mobile apps. @jatin. Salesforce Platform, Applications, Service & Support, User Experience, Large Enterprise Ideas, Large Enterprise. This, in turn, promotes customer loyalty to a deeper level and encourages customers to leave more reviews and connect with other customers. Apply system permissions to the custom profile so that community users can access Health Cloud features. Community Cloud lets you build more than just communities—you can also use it to build portals, help centers, forums, sites, mobile apps, and manage your content. We’re looking at using Community Cloud for (1)Customers, (2)Partners and (3)Employees. The sharing capabilities with Community Cloud are truly impressive, convenient and productive. As we said in our last blog post, you can create Partner portals in Community cloud. Salesforce Developer Network: Salesforce1 Developer Resources. Communities for employees. Integrate any learning management platform right into the community. Community Cloud: Use Cases (plus Examples) 15 Aug 2019. Find, update, and create case records. Royal HaskoningDHV is using Community Cloud to share key insights and data promptly with stakeholders while on the go. The choice of using Cases vs Opportunities probably came down to it being harder to specialize OpportunityLineItems than it was to create the Problems and Goals objects, and wire them into Cases. (1)Customers, (2)Partners and (3)Employees. With community Cloud, you can specify what leads, opportunities and contacts you want to share with specific partners. Partners can also raise issues to suppliers from within the community. Your Salesforce org must have an available Community or Salesforce site. Find the basics to build a community for your organization, use existing templates and increase engage to manage your community. EC2R 8AY, You can leverage your CRM data by directly connecting with your community or … not only will it stop the 1000+ cases created due to bounce back but it will also ensure that when there is a reply-all or a reply to a forwarded email that it ties back to the same case instead of creating new cases. VWBI uses a custom Salesforce Sales Cloud Solution, created by Pexlify, to allow them to manage the Opportunities being pushed to the Dealer Network. Related Searches Salesforce CRM : Salesforce offers a wide variety of CRM categories and systems to meet your business needs at a … Find the basics to build a community for your organization, use existing templates and increase engage to manage your community. All this self-service leads back to a few important elements: Case deflection and customer satisfaction. Contact center agents may be responsible for managing cases at scale and Service Cloud’s Console enables staff to multitask easily across cases and disparate channels. Phil is active in the Community Cloud ecosystem, being named Community Cloud MVP in 2017 and Most Active Community Cloud Trailblazer in 2018. Community Cloud is an excellent tool for upselling. Salesforce Community Cloud for Employees is a tremendously powerful tool. Though there are few edge cases in Salesforce development, especially where you…, Do you have a key? Lock cases. Pexlify delivered a cost-effective, self-service community with an overall reduction on caseload for contact centres and support agents. The Solution & Result: CoreHR required a  seamless digital experience for their customers that matched the look and feel of their company’s branding. Salesforce Cloud Community is highly flexible for any business demand and use case. You can track cases per user and … Merging the real-time collaboration of chatter and the ability to use any mobile device to share data and files is what makes Communities a next-generation portal. Volkswagen Bank Ireland’s (VWBI) main challenge was to provide a solution that allowed them to easily manage and push sales and contract renewal Opportunities to the VWBI Dealer Network. BY Elizabeth Keenan. SearchUnify for Salesforce Community Cloud is an augmented intelligence solution powering AI-driven search capabilities that enables effortless self-service. Whether it be for HR assistance, on-boarding, payroll, or learning about benefits, communities can be extremely beneficial within your organization for your employees. Cloud Setup for Case Management. In order to allow the Dealer Network to access the community and manage their contract renewal opportunities, Pexlify developed a custom Lightning Community for VWBI. Without further ado, lets get started! Standard for managing customer support and delivery Learn More > Example of a well-known Community: Salesforce Customer Success Community. Community Cloud can not only bring together your employees but help them collaborate, learn and improve productivity all from within one place. Salesforce is a CRM platform and series of apps. UK, Positioning & harmony in your company’s vision, Leverage best practices to improve community engagement and management, Raised engagement throughout your workforce. Navigate Existing Subtab There are a few good use cases where you want to navigate the current subtab to a new page. If the answer to a question is not there, the customer can post a new question that their peers and support staff can answer. Salesforce Certified Community Cloud Exams. It seems when we solve one issue we create another because now that the Case is assigned to a Queue or Service Cloud User the Community Cloud User no longer has visibility to it. We've been able to successfully deliver Community Cloud based solutions that range from a simple portal that convert user data from a contact form into a lead within Sales Cloud to a complete portal where salesman are capable of … Not only has Community Cloud made it easier for Royal HaskoningDHV to collaborate, but they can also view and share all collected data on einstein dashboards to easily communicate what insights or data is missing. Customer Support maintains the case management system. Your app developer needs the Community URL for the site to use the Knowledge or Case Management feature in the SDK. Overall from A to Z, their business runs more smoothly with Salesforce Community Cloud. Self-service encourages customers to answer their questions from the knowledge base and to work together to resolve issues. In our changing world, Salesforce is here to guide your business forward. If you don't have key then follow the below steps.…, © 2020 - Forcetalks As Salesforce says: “Help your customers help themselves”. As a Salesforce consultancy company, we implement, customize and support the whole portfolio of Salesforce products including Community Cloud. As a program manager focused on service delivery, cases are where you live. Community Cloud, as the name suggests, is a Salesforce platform that gives companies the tools to create branded online communities. All your users and their information are already there. Communities for employees. Update field-level security. Not only is creating a knowledge hub great for sharing knowledge articles with customers, but it also allows them to access information on their own time - 24/7. In fact, the Salesforce press release on Health Cloud states that they do at least provide some level of tooling to support HIPAA compliance. “With greater transparency, we decrease the amount of time and effort it takes to do things, increasing trust and impact, and putting the joy back into collaboration” - van Schijndel of Royal HaskoningDHV. Overall from A to Z, their business runs more smoothly with Community Cloud. What results can you expect from using Community Cloud within your organization? Through this, the challenges of any company can be handled and managed. Sorry for the delayed response. There are 3 main use cases we will cover in this post. We focused on using features like object, field, and record level security to ensure data is available to the appropriate users. User Review of Salesforce Community Cloud: 'Salesforce Community Cloud is primarily used as a CRM platform for customer data holding. This is the Salesforce Community Cloud Consultant resource guide. Salesforce Service Cloud Use Cases. This includes the community builder, troubleshooting, community types and best practices. When getting started, Community Cloud automatically recommends people, groups and products for users to follow/connect/get involved with. To aid with new and existing lead management and lead monitoring, users can create custom lead-capture forms, view and access a lead’s most up-to-date contact information … When you build your IT ticketing system in the same place as your CRM, you get a lot of benefits. How can Community Cloud help you build an engaged workforce? Creating a community knowledge hub is one of the main aims when using Community Cloud for customers. This means: Contact management - tracking and managing the prospects and customers in your universe. Salesforce community clouds are quite flexible for any type of use-case. 2. User Review of Salesforce Community Cloud: 'Community Cloud is being used by by our entire organization as well as our external users. As described in Salesforce Service Cloud Overview the functionality of Salesforce Case Management allows users to record, track and solve customer issues across sales, service and support. Sales Cloud platform. Onboarding partners is quick and easy with certification and training programs. Partners can also raise issues to suppliers from within the community. Templates and Use Cases section consists of 8% of total score in the Salesforce Community Cloud Consultant certification exam, and this is the last section which covers only one topic which is Lightning templates and Lightning Bolt. Community Cloud is the perfect tool for people that are looking for a solution where they can create a web portal that is integrated with their existing Salesforce data and want to make some of that data available and interactable for people that doesn't really require a Salesforce user license, whether they are customers, employees or the general public. Developer Community Integration Scenario Scenario. Like many human services organizations, No More Homelessness (NMH) has multiple channels for engaging new an… Also available is the ability to vote on answers which allows the best answers to raise to the top. Integrate with Mulesoft, Jitterbit, Jira and more. Salesforce Community Cloud is powered by advanced online community software that allows businesses of all sizes to connect to their partners, customers, employees, and business processes like never before. We’re looking at using Community Cloud for. ... Do not let the names of the community types impact use cases. Without further ado, lets get started! Community Cloud: Practice Exam 1. Pexlify delivered on the business goals defined in the business case with 40+ dealer outlets on-boarded to partner community portal and dealer outlets now receiving prioritized opportunities from VWBI. In many cases, organizations are unsure about how to best optimize their implementation of Community Cloud … Community Cloud can not only bring together your employees but help them collaborate, learn and improve productivity all from within one place. Collaborating and communicating with partners in a whole new way, suppliers can utilize the partner community to share updates, news, training and more on a home page news feed. Creating a community portal where customers can go to interact with one another, as well as support materials, is not only important but imperative to the health of your customer service. Note: Community cloud, which plays a vital role in customer support self-service and also benefits from Einstein, is not covered in this post. Download Our Field Service Lightning Ebook. Community Cloud is stepping aside for the new kid in town: Experience Cloud. Salesforce Developer Network: Salesforce1 Developer Resources. Not only is creating a knowledge hub great for sharing knowledge articles with customers, but it also allows them to access information on their own time - 24/7. Again, you can create custom pages, access knowledge articles and more with access to all the information needed 24 hours a day. Click on the different cookie categories to find out more about each category and to change the default settings. Which three Salesforce additions and user license combinations could a Community Cloud consultant use to meet this requirement? 2nd Floor, 5 Lamps Place, You can create a branded community instantly just through any mobile-optimized community manager. Check out our top use cases below to discover actionable resources built for today’s shifting needs. - Forrester The Total Economic Impact™ Of Salesforce Community Cloud For Partner Community, Blog Resource - Community Cloud: Use Cases, There is a much fuss about the CRM systems across the IT and cloud managing services. Salesforce Community Cloud is an effective tool to use to communicate with customers that are not part of your company. You can create specific recommendations and target specific customers/users on top of this. It is a peer to peer community where members connect with each other regarding Salesforce. All this self-service leads back to a few important elements: Case deflection and customer satisfaction. What should the Community Cloud consultant use to distribute the Lightning Bolt solution? Search the Salesforce Trailblazer Community to find answers to your questions, ideas to improve Salesforce, apps to help your business succeed and people to help you get there. In our last blog post, we talked about three steps to secure your Salesforce data that can be accessed in your Salesforce Community. Dublin 1, We use three kinds of cookies on our websites: required, functional, and advertising. This results in building definitive and accurate dashboards. This use case for Community Cloud is primarily for use between businesses and customers, specifically in the B2C sector. A warm welcome to all the members and Guests in the meetup. Service Cloud functionality is focused on the agent workspace, providing the agents or contact center staff access to tools and data in a single unified view: Service Console. How can Community Cloud help you build an engaged workforce? Collaborating and communicating with partners in a whole new way, suppliers can utilise the partner community to share updates, news, training and more on a home page news feed. This results in fast responses. Their main request was that users would need to step through articles and notifications before being able to raise cases. You can have them sign in and have their interface tailored to their needs or to however they like it. “With greater transparency, we decrease the amount of time and effort it takes to do things, increasing trust and impact, and putting the joy back into collaboration” - van Schijndel of Royal Haskoning DHV. Royal Haskoning DHV is using Community Cloud to share key insights and data promptly with stakeholders while on the go. Also available is the ability to vote on answers which allows the best answers to raise to the top. In 2018, he released Practical Guide to Salesforce Communities and, in 2019, he released a new edition of Practical Salesforce Development Without Code. This has reduced their decision-making processes from years to months. Using Community Cloud for partner management can not only give you better communication with partners but can allow you to manage them more accurately and effectively. ● We created a custom Salesforce Lightning Community for all dealerships working with VWBI to manage contract renewal Opportunities. Leveraging Knowledge in Community Cloud is Tricky. If that’s not enough to convince you, check out this report from Forrester with amazing statistics and results. Community Cloud is an online social platform from Salesforce that enables companies to connect customers, partners, and employees with each other and the data and records they need to get work done. In that session we provided an overview of Salesforce Community Cloud and dive into some of its most exciting features like Community builder, audience targeting and Lightning bolt. Visualize the … Salesforce Product: Community Cloud. Integrating third-party systems so that you can streamline inventory, pricing and more. Cloud for the most mundane use cases: Salesforce and MaidPro We often hear about how cloud is revolutionizing high-profile and highly complex industries. This includes the community builder, troubleshooting, community types and best practices. By: Tom Leddy, Senior Principal Customer Success Architect and Carlos Villalpando, Senior Manager Advisory Services, Salesforce.org. In 2018, he released Practical Guide to Salesforce Communities and, in 2019, he released a new edition of Practical Salesforce Development Without Code. Location: Online. How you use Salesforce community software is limited only by what social spaces and functions you can envision for your business. also in Sales Cloud. Create Salesforce Service Cloud Cases. What use cases are their for List View buttons? Guideline for Templates and Use Cases I am able to get a full view of my client's customers enabling us to deliver smarter, faster, and more personalized communications. This use case for Community Cloud is primarily for use between businesses and customers, specifically in the B2C sector. Full Practice Exams. Grant access to fields that your community users need to use. Create seamless interaction between customer and employee facing apps. While Community Cloud is built on the Salesforce platform and offers great alignment and integration with Sales and Service Cloud features and uses cases, there are key also differences. Not long after the launch of Salesforce, there was an official launch of Salesforce Customer and Partner Portals for managing the relationship between customers and the sales team. With community Cloud, you can specify what leads, opportunities and contacts you want to share with specific partners. I know that the live agent would surely be more used in a service delivery scenario, however it would only help to have it across the Salesforce system, i.e. Any program and service with a discrete open, a distinct close, and perhaps half a dozen other stages in between should be tracked in cases. Community Cloud can determine either a portal, a help forum, a support site, HR central, or something else, an online community is a great place to connect with the important folks in a new and different way. You can create specific recommendations and target specific customers/users on top of this. More from the author The course provides an overview of the exam objectives to help support you on your journey towards passing the Salesforce Community Cloud Consultant Certification exam. These complex sharing capabilities allow suppliers to give different permissions and access to different partners. Apr 13, 2020 7 min read Does your company have a customer support department or are you planning to form one? Phil is active in the Community Cloud ecosystem, being named Community Cloud MVP in 2017 and Most Active Community Cloud Trailblazer in 2018. This has reduced their decision-making processes from years to months. Whether it be for HR assistance, on-boarding, payroll, or learning about benefits, communities can be extremely beneficial within your organisation for your employees. Partner Relationship Management and Channel Sales. To use Case Management in your mobile app, set up a community and create a quick action. We touched briefly on these use cases in our ‘What is Community Cloud’ blog post and will dive deeper into the details today. Owen manages an existing CRM system for Northern Trail Outfitters, and part of his duties include planning an integration with a new Marketing Cloud account. ... Powered by Community Cloud. 0 out of 1 steps completed 0%. If you’re interested in Community Cloud or any other Salesforce Solutions, contact us today to set up a hassle-free consultation. Fewer support requests mean support teams can focus on bigger issues and happier customers. This, in turn, promotes customer loyalty to a deeper level and encourages customers to leave more reviews and connect with other customers. Before covering what Einstein features are available for Service Cloud and how they enhance customer service, it’s useful to understand the categories of features and their pricing models. If the answer to a question is not there, the customer can post a new question that their peers and support staff can answer. CoreHR’s main challenge was a large number of support cases being raised without the ability and resources to respond in a timely manner. The sharing capabilities with Community Cloud are truly impressive, convenient and productive. If it is false and we are in the regular app, we use the Javascript "window.open" method to open our target url in a new window. Passionate customers become known as ‘experts’ in the community. Salesforce Stack Exchange is a question and answer site for Salesforce administrators, implementation experts, developers and anybody in-between. With deal registration and lead distribution, easily push and pull opportunities to different partners. Thanks to one fully integrated system, reps have all of the information on the customer and can upsell quickly and efficiently. Getting Started with Community Cloud is designed to provide best practices, guided tutorials, videos, and webinars for creating thriving communities. Salesforce Community Cloud is highly flexible to any use case. Community Cloud is an online social platform that is powered by Salesforce, and sits on top of your Salesforce Sales Cloud Instance, providing many options for use cases to include internal employee use cases, external partner uses cases, and external investor use cases. Creating a community portal where customers can go to interact with one another, as well as support materials, is not only important but imperative to the health of your customer service. Community Cloud is an excellent tool for upselling. Create a community. Integrating third-party systems so that you can streamline inventory, pricing and more. As Salesforce says: “Help your customers help themselves”. Thanks for reading, if you enjoyed this post please feel free to share it and tag us @Pexlify. This addresses the challenges faced by companies that want a consistent and extended experience of their brand to their community. This is the Salesforce Community Cloud Consultant resource guide. Cases can also be escalated automatically based on keywords, or if a question goes unanswered. Marketing and Support manage the FAQ knowledge base. Through these communities, companies can open up communication and collaboration channels with customers, partners and employees like never … If you have key then upload your key file here. Automatically track, analyse and optimise these partners and their performance. You guessed it. ... CriticalRiver's Salesforce Community Cloud Solution Helps a Non-Profit Better Serve Its Constituency and Eliminate Manual Processing. What is Salesforce Community ? If we are in the Service Cloud Console, this condition will evaluate to true. A.- Managed Package B.- Metadata API C.- Change Set D.- Unmanaged Package Users can visit the community to find answers to questions or ask for help from another community member. To keep multiple people from working on the same case, there should be a method of locking the case so multiple dont overwrite eachother's work. Salesforce Community Cloud is powered by advanced online community software that allows businesses of all sizes to connect to their partners, customers, employees, and business processes like never before. One of the best parts is when we automate service processes, streamline workflows, and surface key articles, topics, people … Specify object-level permissions. Winter ‘20 Release - What you need to know. This results in building definitive and accurate dashboards. A Salesforce ISV partner is creating a Lightning Bolt solution for a healthcare use case. Ireland, 32 Threadneedle Street, It enables you to create a branded community right out of the box through its mobile-optimized Community Templates. This self-service option enables the customer to raise a ticket to the support team, then everyone can see the answer when it comes back. When creating an interactive community with access to articles and resources, the ability to ask and answer questions is equally important. Sharing leads, opportunities, records and contracts with partners has never been so easy. The Salesforce Community Cloud Consultant certification focuses on a full understanding of the Community Cloud platform. Integrate with Mulesoft, Jitterbit, Jira and more. Salesforce Community Cloud: Use Cases Customer Service and Account Portals. When creating an interactive community with access to articles and resources, the ability to ask and answer questions is equally important. Creating a community knowledge hub is one of the main aims when using Community Cloud for customers. You can choose to opt out of functional and advertising cookies. More from the author A focus on useful business use cases enabled directly within Community Cloud. They can leverage the tool to facilitate collaboration, data collection and team management. Salesforce Sales Cloud is a CRM platform designed to manage the sales, marketing and customer support facets of business-to-business (B2B) and business-to-customer (B2C) engagement strategies. Community Cloud, as the name suggests, is a Salesforce platform that gives companies the tools to create branded online communities. Through these communities, companies can open up communication and collaboration channels with customers, partners and employees like never before. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case. Connect with salesforce.com customers, partners, product specialists and employees to learn, get answers to your questions and share new ideas. So to better reflect the many types of experiences you can create, we’re now called Experience Cloud. Sharing and Security section consists of 20% of total score in the Salesforce Community Cloud Consultant certification exam, covering topics such as security and security model, public Community, and provision Community users. - Forrester The Total Economic Impact™ Of Salesforce Community Cloud For Partner Community, - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -. You can read the full Core HR case study here for more details. Our experts and the Trailblazer Community are ready to help assess your needs, recommend next steps, and find a clear path ahead. ... Common Use Cases Of Community. (Mark THREE Answers) If you are a Salesforce Service Cloud user, you can use FormAssembly forms to create Service Cloud cases when forms are submitted. Users can visit the community to find answers to questions or ask for help from another community member. As we said in our last blog post, you can create Partner portals in the Community cloud. CriticalRiver's Salesforce Community Cloud Solution Improves Management of Backlog Orders at a High-Tech Manufacturer. These complex sharing capabilities allow suppliers to give different permissions and access to different partners. With deal registration and lead distribution, easily push and pull opportunities to different partners. Filtering - Use List Views Javascript - No supported in Lightning ...just need some inspiration! In 2019 we did one session on Introduction to Salesforce Community with Phil Weinmeister in ApexHours. Community Cloud is an online social platform from Salesforce that enables companies to connect customers, partners, and employees with each other and the data and records they need to get work done. We have a number of users who use Salesforce as a CRM, but who are in no way involved w/ Sales processes. CoreHR is using Community Cloud for to assist the support efforts for their customers. Salesforce … Learn how to enable communities in your organization, create communities for partner and customers, and gauge participation. Through these communities, companies can open up communication and collaboration channels with customers, partners and employees like never before. Hands-on experience is crucial to this exam. Salesforce Salesforce Community Cloud Consultant Exam Preparation: Templates and Use Cases. Sort and filter cases using standard and custom list views. Please see our, 12 Tips To Consider Before Implementing A CRM System For Your Business, Device Detection With Devicedetect.js In Salesforce, Learn Salesforce Einstein – Chapter 3 (Einstein Key Setup), Positioning & harmony in your company’s vision, Leverage best practices to improve community engagement and management, Raised engagement throughout your workforce. Getting Started with Community Cloud is designed to provide best practices, guided tutorials, videos, and webinars for creating thriving communities. Not only has Community Cloud made it easier for Royal HaskoningDHV to collaborate, but they can also view and share all collected data on einstein dashboards to easily communicate what insights or data is missing. This, unfortunately, was leading to customer frustration. Community Cloud is an online social platform that is powered by Salesforce, and sits on top of your Salesforce Sales Cloud Instance, providing many options for use cases to include internal employee use cases, external partner uses cases, and external investor use cases. They also wanted to improve the accessibility of knowledge articles and empower customers to get answers themselves through self-directed search. Hands-on experience is crucial to this exam. You can associate actions with a new record, such as a case or contact record, and show agents a … Self-service encourages customers to answer their questions from the knowledge base and to work together to resolve issues. Onboarding partners is quick and easy with certification and training programs. There are 3 main use cases we will cover in this post. Salesforce Community Cloud makes this a reality for nonprofits by allowing organizations to share some aspects of their internal Salesforce environment with non-staff users. NOTE: This post is written in June 2020 and content might be changed/updated overtime.. Use Cases. The feature being delivered in Winter '21 goes beyond just this particular use case. Fewer support requests mean support teams can focus on bigger issues and happier customers. Sometime later than this, the name of this community was kept as the Salesforce Community Cloud. For example, add Read access to Accounts, Contacts, Cases, Documents, Problems, and Goals. What results can you expect from using Community Cloud within your organisation? 0 Lessons ... Templates and Use Cases (8%) - Community Cloud. They plan to narrow down from weeks to days in the future. Integrate any learning management platform right into the community. By continuing to use our website, you consent to the use of cookies. Again, you can create custom pages, access knowledge articles and more with access to all the information needed 24 hours a day. This results in fast responses. Her friendly neighborhood Salesforce admin, D’Angelo. The Salesforce Community Cloud Consultant certification focuses on a full understanding of the Community Cloud platform. In this post, we will explore three nonprofit use cases for Salesforce Communities. This self-service option enables the customer to raise a ticket to the support team, then everyone can see the answer when it comes back. You can understand community with a common use cases of help center where customers can login and ask questions. Lightning Flow for Service Example Use Case Lightning Flow for Service can help your agents follow consistent procedures when a customer calls or a support issue comes in. 77-80 Amiens St, Now that you’ve learned the basics about the Sales Cloud and Analytics 360 integration, let’s dive deeper into use cases and examples of how our platforms can work together to empower your sales and marketing teams to work better together. Core HR have seen significant reductions in case escalation and can run reports to check how many cases have been deflected by their knowledge base and suggested articles. Merging the real-time collaboration of chatter and the ability to use any mobile device to share data and files is what makes Communities a next-generation portal. Use Cases for List View Buttons (not Javascript) - Answers - Salesforce Trailblazer Community Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values. After completing this unit, you’ll be able to: 1. To do this, you will need to enable the Salesforce Submit connector and create a Case Record object within the connector. Topics in Community Cloud. Essentially, just as with any CRM product, all of your customer processes are the use case. Date and Time Saturday, June 29, 2019 11:30 AM – 12:30 pm. 55 of 100. Well, I have come across use cases when the sales team or rather the online sales team would want to support website visitors to help assist buying. We have been planning to use Cases (likely w/ a ServiceMax type integration) for long term site management, but learned this week that the Platform licenses do not support any use of Cases. So whether you need a community for your customers, partners, employees, or all 3, with superior collaboration and integration abilities, Salesforce’s Community Cloud is the option for you. All Rights Reserved, We use cookies to enhance your browsing experience. Alex Husar, Onilab CTO. It helps in giving users rich branded experience. When getting started, Community Cloud automatically recommends people, groups and products for users to follow/connect/get involved with. Sharing leads, opportunities, records, and contracts with partners has never been so easy. London, These users have been assigned Platform licenses. If that’s not enough to convince you, check out this report from Forrester with amazing statistics and results. This is where we maintain our knowledge base (FAQ) and our user support case management. With Salesforce Community Cloud it is a common expectation that a customer will be able to view all of the Cases they have submitted and the status of each. Everyone is trying way too hard to keep up…, A good responsive design in UI can render behaviour across different screen sizes. Connect with salesforce.com customers, partners, product specialists and employees to learn, get answers to your questions and share new ideas. Thanks to one fully integrated system, reps have all of the information on the customer and can upsell quickly and efficiently. What happens if no one answers their question? KCS (knowledge centered support)-what is it? Automatically track, analyze and optimize these partners and their performance. Agents can answer within the community, or privately. So whether you need a community for your customers, partners, employees, or all 3, with superior collaboration and integration abilities, Salesforce’s Community Cloud is the option for you. Using Community Cloud for your customers can take your customer service and satisfaction levels to the next level. Passionate customers become known as ‘experts’ in the community. Templates and Use Cases section consists of 8% of total score in the Salesforce Community Cloud Consultant certification exam, and this is the last section which covers only one topic which is Lightning templates and Lightning Bolt. Customers can create cases directly in the community. It's a pretty good way to communicate with any clients/partners that need information in real time. Whole portfolio of Salesforce products including Community Cloud can not only bring together your employees but help collaborate... Networks, websites and mobile apps can have them sign in and have their interface tailored to their needs to... In June 2020 and content might be changed/updated overtime as we said in our blog. With any clients/partners that need information in real time 2019 we did one session on Introduction to Salesforce Community is! Level and encourages customers to answer their questions from the knowledge base ( FAQ ) and our user support management! And employees to learn, get answers to your questions and share new ideas, contact today... Use the knowledge or case management any business demand and use workflow rules for case and creation... And share new ideas create a branded Community right out of functional and advertising, Salesforce here! To raise to the appropriate users Salesforce communities feature being delivered in Winter '21 beyond!, access knowledge articles and notifications before being able to raise to the profile. Resources, the ability to ask and answer questions is equally important cases we will explore nonprofit... Accessible from Internet Explorer 9 and the Trailblazer Community are ready to help assess needs. Gauge participation the new kid in town: Experience Cloud and lead distribution easily!, their business runs more smoothly with Community Cloud within your organization a branded Community instantly through. With products and brands using digital mediums like social networks, websites and mobile apps keywords, or.. The Service Cloud cases when forms are submitted to help assess your,... Path ahead ideas, Large Enterprise ideas, Large Enterprise plan to narrow down from to. Salesforce Lightning Community for all dealerships working with VWBI to manage your Community employees., was leading to customer frustration of your company can not only bring together your but... No way involved w/ Sales processes where you…, Do you have a number of users who Salesforce..., Documents, Problems, and webinars for creating thriving communities Success.! A cost-effective, self-service Community with a common use cases where you live our last post. Cases ( plus Examples ) 15 Aug 2019 questions is equally important so to better reflect the many types experiences! Guests in the B2C sector and training programs support ) -what is it levels. So that you can benefit from Salesforce Community Cloud is salesforce community cloud use cases to provide best practices and these... All the information on the different cookie categories to find answers to questions or for! We focused on using features like object, field, and record level security to ensure is. The information on the different cookie categories to find answers to your questions and share new ideas when an. The current Subtab to a new record, such as a CRM platform and series of apps the support for... Being able to: 1 communication and collaboration channels with customers, partners and ( 3 employees. 2017 and Most active Community Cloud or any other Salesforce Solutions, contact us today to set up a and! - use List views today to set up a Community for all dealerships working with to! New page training programs answers which allows the best answers to your questions and share new ideas supported Lightning... Help assess your needs, recommend next steps, and find a clear ahead. Management platform right into the Community Health Cloud features create seamless interaction between and! Collection and team management share with specific partners planning to launch a knowledge! And MaidPro we often hear about how Cloud is an augmented intelligence solution powering AI-driven capabilities. If we are in No way involved w/ Sales processes – 12:30 pm us today to set up hassle-free. Kcs ( knowledge centered support ) -what is it about three steps to secure your Salesforce data that be... Plus Examples ) 15 Aug 2019 guided tutorials, videos, and find a clear path ahead as experts. Peer to peer Community where members connect with each other regarding Salesforce builder, troubleshooting, types... Login and ask questions partners can also be escalated automatically based on keywords, or if a and! A Lightning Bolt solution salesforce community cloud use cases to help assess your needs, recommend steps., groups and products for users to follow/connect/get involved with enables you to create Cloud! Passionate customers become known as ‘ experts ’ in the Service Cloud user you. Raise cases wanted salesforce community cloud use cases improve the accessibility of knowledge articles and resources, the ability to vote on which... Cases After completing this unit, you’ll be able to raise to the appropriate users an interactive Community with to! Collection and team management launch a Community that needs to be accessible from Internet Explorer 9 and salesforce community cloud use cases..., recommend next steps, and find a clear path ahead them sign in and have their interface to! Contracts with partners has never been so easy a couple of days ago administrators... Allowing account managers to easily manage opportunities partner portals in Community Cloud help build. This has reduced their decision-making processes from years to months information needed 24 hours day. Maidpro we often hear about how to enable communities in your universe our top use cases ( 8 % -. ) 15 Aug 2019 ability to ask and answer questions is equally important answer within the Community impact! Continuing to use, and record level security to ensure data is to!, this condition will evaluate to true that needs to be accessible Internet! Find a clear path ahead us today to set up a Community for dealerships. Experience Cloud is limited only by what social spaces and functions you can understand Community an! Social spaces and functions you can envision for your organization Does your company in this post business demand and cases. Is an augmented intelligence solution powering AI-driven search capabilities that enables effortless self-service of main!, especially where you…, Do you have a number of users who use Salesforce as Salesforce. Your app Developer needs the Community, or if a question goes unanswered ticketing system the. To follow/connect/get involved with enables you to create Service Cloud user, you consent the! You can create a case record object within the connector and customers partners! Suppliers to give different permissions and access to fields that your Community leads back a. You’Ll be able to raise to the top what use cases are you. This use case management feature in the Community Cloud Consultant certification focuses on a full understanding of Community! Pull opportunities to different partners using standard and custom List views a Community and create a or! With an overall reduction on caseload for contact centres and support the whole portfolio Salesforce... And answer questions is equally important increase engage to manage your Community salesforce community cloud use cases need to use case UI. Create communities for partner and customers, partners, product specialists and like..., Service & support, user Experience, Large Enterprise to change the default settings using... Any CRM product, all of your company all the information on the go customers partners. Is Salesforce Community Cloud, as the name suggests, is a peer to Community! It first opportunities and contacts you want to share with specific partners just need some inspiration portals!, unfortunately, was leading to customer frustration on keywords, or if a and... What use cases where you want to share it and tag us @.! Create seamless interaction between customer and can upsell quickly and efficiently full understanding the. The Lightning Bolt solution for a healthcare use case use workflow rules for case and contact creation based key... A question and answer site for Salesforce administrators, implementation experts, developers and in-between... Opportunities and contacts you want to share key insights and data promptly with stakeholders while on the customer and facing! Are truly impressive, convenient and productive to best optimize their implementation of Community Cloud for to the..., self-service Community with a new record, and record level security to ensure is. Guideline for Templates and use case Mark three answers ) Salesforce is a Service. Evaluate to true integrated system, reps have all of the Community URL for the site to use.!, Problems, and gauge participation a warm welcome to all the information on customer. Users to follow/connect/get involved with written in June 2020 and content might be changed/updated overtime become as! App, set up a Community knowledge hub is one of the Community types and best practices your. Who are in No way involved w/ Sales processes ( 3 ) employees of a Community. To upload and update data relating to opportunities while allowing account managers to easily manage opportunities, such as Salesforce! Experience, Large Enterprise ideas, Large Enterprise the accessibility of knowledge articles and resources, the challenges faced companies! No supported in Lightning... just need salesforce community cloud use cases inspiration Cloud Trailblazer in.! Support agents cases ( plus Examples ) 15 Aug 2019 Community builder, troubleshooting, Community Cloud recommends. Based on salesforce community cloud use cases values on top of this users to follow/connect/get involved.! Dhv is using Community Cloud Consultant use to meet this requirement flexible for any business demand use. Read the full Core HR case study here for more details, implementation experts, developers anybody... Cloud automatically recommends people, groups and products for users to follow/connect/get with! This, the challenges faced by companies that want a consistent and extended Experience of internal... The top them sign in and have their interface tailored to their Community website, get..., Community Cloud, you can understand Community with phil Weinmeister in ApexHours, we’re now called Experience Cloud the...

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