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Salesforce Community Cloud becomes Experience Cloud: What you need to know

August 18, 2021By
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In 2020, Salesforce said goodbye to Community Cloud and hello to Experience Cloud, but what does this change mean for users of the platform? Whether you’re a potential or existing user, we’re breaking down what you need to know about the transition from Salesforce Community Cloud to Salesforce Experience Cloud, and how it affects you and your organization.

The difference between Salesforce Community Cloud and Salesforce Experience Cloud

The biggest question on everyone’s mind: is there a difference between Community Cloud and Experience Cloud, or are they the same? According to Salesforce, the name change was simply a result of the name “community” not accurately reflecting the capability of the connected digital experiences you can create with this cloud solution. The Experience Cloud platform enables users to build more than just communities, but build forums, portals, help centers, sites, and mobile apps to manage your organizations’ content. You can look at Experience Cloud as an evolution of Community Cloud, responding to the growing need for more connected digital experiences.

Although the transition from Community Cloud to Experience Cloud happened last year, we want to ensure that users of Salesforce Experience Cloud have a framework to understand the differences between Salesforce Community Cloud vs. Salesforce Experience Cloud.

Speak the Experience Cloud Language

The most significant difference users will notice beyond the name change itself, is the terminology used within the platform. Instead of referring to the forum where people interact with one another as a community, this is now called a site.

We have laid out more terminology changes in an Experience Cloud dictionary to ensure that you  know what each of these changes means for your Salesforce org.

Experience Cloud dictionary

Seems pretty straightforward, just a rename of tools to better reflect the variety of potential experiences that Experience Cloud can facilitate. Other than the name and terminology change, users shouldn’t expect much more of a difference.

What is Experience Cloud (formerly Community Cloud) and how can you use it?

New to Salesforce Experience Cloud? We’ve got the answers you need. With terminology out of the way, let’s get a little deeper into what Experience Cloud is and how it can work for you.

The Experience Cloud digital platform helps companies build connected CRM-powered digital experiences, enabling them to build content in one place and deliver it anywhere; websites, portals, mobile apps and storefronts. Experience Cloud templates let you build responsive sites for delivering rich, branded spaces for your customers and partners. Accelerate your digital experience utilizing the Customer, Customer Account Portal, Partner Central and build your own templates.

For a more in-depth breakdown check out our blog post featuring our in-house Experience Cloud expert Hans Vedo, Platform Architect to give you the rundown on What is Salesforce Experience Cloud.

Who is Experience Cloud for?

You might be wondering, who is Experience Cloud for? The short answer, anyone. Regardless of what industry you’re in, Experience Cloud can transform your organization. Just check out some of our client stories to see how you can seamlessly build branded experiences connected to your CRM.

Streamlining DLL’s operations with Experience Cloud

We partnered with DLL, a global vendor finance company that provides asset and technology based financial solutions in the Agriculture, Food, Healthcare, Clean Technology, Construction, Transportation, Industrial, Office Equipment and Technology industries. DLL  was looking for a solution to enhance collaboration and boost productivity for their partners and vendors. Enter the responsive and customizable partner portal, built on Experience Cloud. The portal empowers DLL’s vendors and partners to capture the necessary information required to quote, book and fund a new financial services agreement with end customers. Read their full story here.

Jumping in the 21st century student experience with Experience Cloud

Georgetown University is the oldest and largest Catholic and Jesuit university in America. The institution was looking to transform their student journey by leveraging the power of Experience Cloud to create what’s known as an integrated Learner Record; A hub where students can gain information for career development, create connections, acquire new skills, and take part in experiential learning activities. The customizable design and agile capabilities of Experience Cloud, enabled Georgetown University to transform their student journey, and create a student experience for 2021 and beyond. Read more on how Experience Cloud empowered Georgetown to build a more connected campus here.

Creating powerful change with Big Brothers Big Sisters of America and Experience Cloud

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Big Brothers Big Sisters of America (BBBSA) provides children facing adversity with one-to-one mentoring relationships. As the organization grew, their existing CRM system was not equipped to handle the 30,000+ inquiries they were getting daily. To address these pain points, Traction on Demand implemented Salesforce Sales Cloud, Nonprofit Success Pack, Marketing Cloud, and Experience Cloud. Using Experience Cloud’s templates, Traction on Demand built a branded portal for applicants to seamlessly submit inquiries and applications, which was easily managed by BBBSA staff. Read more on how Experience Cloud propelled BBBSA to further their mission and continue to change children’s lives here.

Regardless of your industry or challenge, Experience Cloud can transform the way you connect with your community.

It’s time to accelerate your digital capabilities

Do you want to unlock the power of human centric design, build branded digital experiences connected directly to your CRM, and seamlessly engage your customers and community?