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Unlock the Power of Customer Portals with Salesforce Experience Cloud

Want to create a customer portal that really grabs people’s attention and makes life easier for your customers? Building an engaging customer portal is a fantastic way to showcase your business and offer convenient self-service options. It keeps you connected to your clients all the time. And guess what? You can take your customer portal to the next level by integrating it with Salesforce. By connecting your portal with Salesforce, you get access to the most comprehensive CRM data out there, allowing you to create personalized experiences for each and every customer. If you’re looking to build customer portals for the top CRM platform, Salesforce Experience Cloud is the way to go. In this article, we’ll give you the lowdown on Salesforce Experience Cloud Services, highlight some of its major pros and cons, and explore two ways you can enhance your Experience Cloud. So, without further discussion, let’s dive right in!

Salesforce Community Cloud versus Experience Cloud: What's the Difference?

Community Cloud has undergone a rebranding and is now known as Experience Cloud. This new name better captures the product’s capabilities, as it goes beyond just creating communities. With Experience Cloud, you have the power to build a wide range of digital experiences, including web and mobile apps, knowledge bases, and, of course, customer portals.

The goal of this rebranding is to provide you with a clearer understanding of the product’s versatility. Experience Cloud offers you the tools to create engaging and interactive digital experiences, allowing you to connect with your customers in a variety of ways. Whether it’s through a user-friendly website, a mobile application, or a comprehensive knowledge base, Experience Cloud has got you covered. Salesforce Experience Cloud facilitates personalized digital engagement for various stakeholders, seamlessly integrating with other systems through Salesforce Integration Service to ensure smooth data connectivity across the Salesforce ecosystem.

So, when it comes to choosing between Community Cloud and Experience Cloud, remember that Experience Cloud offers a broader range of possibilities for building captivating digital experiences that will wow your customers.

Biggest Advantages of Salesforce Experience Cloud

Salesforce Experience Cloud offers several advantages that allow you to create impressive websites and portals that truly reflect your brand. Let me tell you about some of the biggest benefits you’ll unlock when you start using Salesforce Experience Cloud:

AppExchange Solutions: You can either purchase or get Lightning Bolt solutions for free from the AppExchange. It’s a great way to enhance your experience with Salesforce.

No-Code Builder: With the drag-and-drop builder, you don’t need any coding skills to create simple and straightforward applications. It’s user-friendly and hassle-free.

Brand Customization: You have the freedom to design and brand your portal to match your business identity perfectly. It’s all about making it uniquely yours.

Customer 360 Data: Accessing Salesforce’s Customer 360 data is a breeze with Salesforce Experience Cloud. It’s like having a treasure trove of valuable customer information right at your fingertips.

Integration: Salesforce Experience Cloud seamlessly integrates with other Salesforce products and a wide range of third-party tools available on the AppExchange. It’s all about making your workflow more efficient.

UI Upgrades: Aura and LWR Sites have recently received some awesome UI upgrades that have been implemented. It means your portals will look even better and provide an enhanced user experience.

So, with Salesforce Experience Cloud, you’re not only getting a powerful tool, but you’re also opening up a world of possibilities to create amazing websites and portals tailored to your needs.

Experience Cloud Limitations

Despite all the powerful features of Experience Cloud, there are a few limitations you should know about. Depending on your team’s resources and how complex your use case is, it might not be the best tool for building a customer portal.

One limitation is the inflexible layout. The drag-and-drop tools that come with Experience Cloud don’t offer much customization for page layout. This can make it difficult to meet complex UX requirements.

Another thing to note is that Experience Cloud lacks certain engaging elements. For example, there are no repeated elements, modal screens, or elements that open the user’s camera when clicked on. These elements can add a lot of interactivity and make the user experience more enjoyable.

When it comes to page layout options, both Experience Cloud and Dynamic Forms have their limitations. You won’t find engaging elements like accordions, sliders, and carousels, which can be a drawback if you want to create a more dynamic and interactive user interface.

If you were hoping to create separate layouts for different devices, you might be disappointed. Experience Cloud doesn’t allow you to do that, and it can be quite cumbersome to maintain device-specific elements.

One important feature that Experience Cloud lacks is real-time input validation. This means that it doesn’t provide immediate feedback on user input, which can be a drawback if you need to ensure data accuracy in real-time.

Lastly, while Experience Cloud does provide some great templates, they may not cover all the use cases you have in mind. In many cases, you may end up having to build your customer portal from scratch, which can be time-consuming.

So, while Experience Cloud has its strengths, it’s important to consider these limitations before deciding if it’s the right tool for your needs.

Custom Development to Extend Experience Cloud for Salesforce

The good news is that you can extend Salesforce Experience Cloud through custom development. Custom development allows you to build portals for customers with almost complete freedom and flexibility. Using custom development, you can use Experience Cloud to build any user experience you can dream of. The sky’s the limit, and you own the intellectual property, future innovations, and source code.

However, this option requires significant resources and technical skills. Development cannot be achieved with admin skills alone, so you will need access to experienced Salesforce developers in your organization or via outsourcing. The investment in time and money is considerable, but the rewards and results are massive. If you have the expertise and extra hours to spare, this should be your first choice.

If you are looking to implement bespoke customer portals without breaking the bank or committing to complicated development and maintenance, consider another option.

 

Experience Cloud Enhanced: Third-Party Apps

Another solid option for enhancing the native capabilities of Experience Cloud is choosing a trusted third-party app on the Salesforce AppExchange. One standout option is Titan Web, which you can integrate with your existing Experience Cloud or use as a full-blown alternative.

Using Titan Web, you can supercharge your Salesforce and get more out of your customer experience platform. Unlike Experience Cloud, you can build personalized customer portals for any use case without needing to use any code. Here are some of the biggest perks of this tool:

Real-Time Data Sync: Send data to Salesforce and pull it back in real-time.

No-Code Flexibility: No code required, offering complete flexibility regarding user experience and special elements.

Comprehensive Templates: Templates cover a wide range of use cases in all major industries, including Finance, Technology, Nonprofits, Marketing, Construction, Legal, and more.

Mobile-First Design: Mobile-first approach allows you to create different layouts per device type.

Extensive Integrations: Pre-built integration with almost any third-party tool, including SAP, Google Drive, Box, PayPal, Amazon S3, Word, Excel, and more.

By leveraging either custom development or third-party apps like Titan Web, you can overcome the limitations of Experience Cloud and build a customer portal that truly meets your business needs.

Summary

In summary, Salesforce Experience Cloud offers a powerful platform for building customer portals, but it has its limitations. By extending its capabilities through custom development or third-party apps, you can create a highly customized, flexible, and engaging customer experience. Choose the path that best fits your resources and requirements, and unlock the full potential of your customer portals.

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Krystine Feledy

Krystine Feledy

Philander Marignani

Philander Marignani

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