Their main request was that users would need to step through articles and notifications before being able to raise cases. As Salesforce says: “Help your customers help themselves”. Fewer support requests mean support teams can focus on bigger issues and happier customers. Which three Salesforce additions and user license combinations could a Community Cloud consultant use to meet this requirement? Integrate with Mulesoft, Jitterbit, Jira and more. Dublin 1, 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 stepping aside for the new kid in town: Experience Cloud. Date and Time Saturday, June 29, 2019 11:30 AM – 12:30 pm. Learn how to enable communities in your organization, create communities for partner and customers, and gauge participation. We use three kinds of cookies on our websites: required, functional, and advertising. NOTE: This post is written in June 2020 and content might be changed/updated overtime.. Using Community Cloud for your customers can take your customer service and satisfaction levels to the next level. 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. Winter ‘20 Release - What you need to know. How you use Salesforce community software is limited only by what social spaces and functions you can envision for your business. You can associate actions with a new record, such as a case or contact record, and show agents a … 0 out of 1 steps completed 0%. Agents can answer within the community, or privately. If you have key then upload your key file here. 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. Community Cloud is an excellent tool for upselling. Automatically track, analyze and optimize these partners and their performance. Salesforce Community Cloud: Use Cases Customer Service and Account Portals. 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. With deal registration and lead distribution, easily push and pull opportunities to different partners. One of the best parts is when we automate service processes, streamline workflows, and surface key articles, topics, people … By continuing to use our website, you consent to the use of cookies. - 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. In our last blog post, we talked about three steps to secure your Salesforce data that can be accessed in your Salesforce Community. In 2018, he released Practical Guide to Salesforce Communities and, in 2019, he released a new edition of Practical Salesforce Development Without Code. 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. This is the Salesforce Community Cloud Consultant resource guide. Don’t forget to check out: What is Salesforce Community Cloud? Developer Community Integration Scenario Scenario. 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. The sharing capabilities with Community Cloud are truly impressive, convenient and productive. Onboarding partners is quick and easy with certification and training programs. Cloud Setup for Case Management. 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. 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. Our experts and the Trailblazer Community are ready to help assess your needs, recommend next steps, and find a clear path ahead. Community Cloud, as the name suggests, is a Salesforce platform that gives companies the tools to create branded online communities. This addresses the challenges faced by companies that want a consistent and extended experience of their brand to their community. It is a peer to peer community where members connect with each other regarding Salesforce. Through this, the challenges of any company can be handled and managed. 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 is using Community Cloud for to assist the support efforts for their customers. To use Case Management in your mobile app, set up a community and create a quick action. 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. Integrate with Mulesoft, Jitterbit, Jira and more. Location: Online. Consumers are increasingly interacting with products and brands using digital mediums like social networks, websites and mobile apps. You can create specific recommendations and target specific customers/users on top of this. The Solution & Result: CoreHR required a  seamless digital experience for their customers that matched the look and feel of their company’s branding. This is where we maintain our knowledge base (FAQ) and our user support case management. Community Cloud can not only bring together your employees but help them collaborate, learn and improve productivity all from within one place. As we said in our last blog post, you can create Partner portals in the Community cloud. How can Community Cloud help you build an engaged workforce? The … Salesforce Stack Exchange is a question and answer site for Salesforce administrators, implementation experts, developers and anybody in-between. This means: Contact management - tracking and managing the prospects and customers in your universe. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values. Standard for managing customer support and delivery 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. Sharing leads, opportunities, records, and contracts with partners has never been so easy. Guideline for Templates and Use Cases You can track cases per user and … I am able to get a full view of my client's customers enabling us to deliver smarter, faster, and more personalized communications. 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. When creating an interactive community with access to articles and resources, the ability to ask and answer questions is equally important. Partners can also raise issues to suppliers from within the community. After completing this unit, you’ll be able to: 1. What use cases are their for List View buttons? Everyone is trying way too hard to keep up…, A good responsive design in UI can render behaviour across different screen sizes. Click on the different cookie categories to find out more about each category and to change the default settings. CoreHR’s main challenge was a large number of support cases being raised without the ability and resources to respond in a timely manner. Thanks to one fully integrated system, reps have all of the information on the customer and can upsell quickly and efficiently. Customers can create cases directly in the community. Full Practice Exams. Salesforce is a CRM platform and series of apps. This has reduced their decision-making processes from years to months. Though there are few edge cases in Salesforce development, especially where you…, Do you have a key? Community Cloud: Use Cases (plus Examples) 15 Aug 2019. Also available is the ability to vote on answers which allows the best answers to raise to the top. Lock cases. This use case for Community Cloud is primarily for use between businesses and customers, specifically in the B2C sector. 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 … 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. “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. Find, update, and create case records. 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. Passionate customers become known as ‘experts’ in the community. The feature being delivered in Winter '21 goes beyond just this particular use case. CriticalRiver's Salesforce Community Cloud Solution Improves Management of Backlog Orders at a High-Tech Manufacturer. 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. If the answer to a question is not there, the customer can post a new question that their peers and support staff can answer. There are 3 main use cases we will cover in this post. What happens if no one answers their question? 2. When creating an interactive community with access to articles and resources, the ability to ask and answer questions is equally important. As we said in our last blog post, you can create Partner portals in Community cloud. @jatin. Users can visit the community to find answers to questions or ask for help from another community member. 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. Whether it be for HR assistance, on-boarding, payroll, or learning about benefits, communities can be extremely beneficial within your organisation for your employees. For example, add Read access to Accounts, Contacts, Cases, Documents, Problems, and Goals. 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. Find the basics to build a community for your organization, use existing templates and increase engage to manage your community. Your Salesforce org must have an available Community or Salesforce site. Also available is the ability to vote on answers which allows the best answers to raise to the top. Your app developer needs the Community URL for the site to use the Knowledge or Case Management feature in the SDK. 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. Note: Community cloud, which plays a vital role in customer support self-service and also benefits from Einstein, is not covered in this post. Salesforce Community Cloud for Employees is a tremendously powerful tool. Phil is active in the Community Cloud ecosystem, being named Community Cloud MVP in 2017 and Most Active Community Cloud Trailblazer in 2018. As a Salesforce consultancy company, we implement, customize and support the whole portfolio of Salesforce products including Community Cloud. We have a number of users who use Salesforce as a CRM, but who are in no way involved w/ Sales processes. Topics in Community Cloud. This results in building definitive and accurate dashboards. Salesforce Product: Community Cloud. 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. 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. All your users and their information are already there. 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. In 2019 we did one session on Introduction to Salesforce Community with Phil Weinmeister in ApexHours. So to better reflect the many types of experiences you can create, we’re now called Experience Cloud. London, Specify object-level permissions. Without further ado, lets get started! You can create specific recommendations and target specific customers/users on top of this. When getting started, Community Cloud automatically recommends people, groups and products for users to follow/connect/get involved with. We’re looking at using Community Cloud for. In 2018, he released Practical Guide to Salesforce Communities and, in 2019, he released a new edition of Practical Salesforce Development Without Code. Salesforce Service Cloud Use Cases. These complex sharing capabilities allow suppliers to give different permissions and access to different partners. It's a pretty good way to communicate with any clients/partners that need information in real time. 2nd Floor, 5 Lamps Place, Marketing and Support manage the FAQ knowledge base. These users have been assigned Platform licenses. Customer Support maintains the case management system. Learn More > Royal Haskoning DHV is using Community Cloud to share key insights and data promptly with stakeholders while on the go. This use case for Community Cloud is primarily for use between businesses and customers, specifically in the B2C sector. When you build your IT ticketing system in the same place as your CRM, you get a lot of benefits. You can choose to opt out of functional and advertising cookies. Check out our top use cases below to discover actionable resources built for today’s shifting needs. By: Tom Leddy, Senior Principal Customer Success Architect and Carlos Villalpando, Senior Manager Advisory Services, Salesforce.org. Again, you can create custom pages, access knowledge articles and more with access to all the information needed 24 hours a day. 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. Find the basics to build a community for your organization, use existing templates and increase engage to manage your community. 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 … We focused on using features like object, field, and record level security to ensure data is available to the appropriate users. If you are a Salesforce Service Cloud user, you can use FormAssembly forms to create Service Cloud cases when forms are submitted. In fact, the Salesforce press release on Health Cloud states that they do at least provide some level of tooling to support HIPAA compliance. Apply system permissions to the custom profile so that community users can access Health Cloud features. ● ... Powered by Community Cloud. Update field-level security. 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. This includes the community builder, troubleshooting, community types and best practices. Through these communities, companies can open up communication and collaboration channels with customers, partners and employees like never … If you’re interested in Community Cloud or any other Salesforce Solutions, contact us today to set up a hassle-free consultation. They plan to narrow down from weeks to days in the future. Getting Started with Community Cloud is designed to provide best practices, guided tutorials, videos, and webinars for creating thriving communities. Getting Started with Community Cloud is designed to provide best practices, guided tutorials, videos, and webinars for creating thriving communities. A warm welcome to all the members and Guests in the meetup. 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. Integrate any learning management platform right into the community. Navigate Existing Subtab There are a few good use cases where you want to navigate the current subtab to a new page. 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. KCS (knowledge centered support)-what is it? Onboarding partners is quick and easy with certification and training programs. Sales Cloud platform. Create Salesforce Service Cloud Cases. You guessed it. Community Cloud is an excellent tool for upselling. Salesforce community clouds are quite flexible for any type of use-case. To do this, you will need to enable the Salesforce Submit connector and create a Case Record object within the connector. This has reduced their decision-making processes from years to months. Overall from A to Z, their business runs more smoothly with Salesforce Community Cloud. EC2R 8AY, 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. 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. Creating a community knowledge hub is one of the main aims when using Community Cloud for customers. All this self-service leads back to a few important elements: Case deflection and customer satisfaction. Cases can also be escalated automatically based on keywords, or if a question goes unanswered. 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. Community Cloud: Practice Exam 1. Communities for employees. Create seamless interaction between customer and employee facing apps. 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. In many cases, organizations are unsure about how to best optimize their implementation of Community Cloud … Salesforce Certified Community Cloud Exams. Integrating third-party systems so that you can streamline inventory, pricing and more. 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. Connect with salesforce.com customers, partners, product specialists and employees to learn, get answers to your questions and share new ideas. Use Cases for List View Buttons (not Javascript) - Answers - Salesforce Trailblazer Community Community Cloud, as the name suggests, is a Salesforce platform that gives companies the tools to create branded online communities. We touched briefly on these use cases in our ‘What is Community Cloud’ blog post and will dive deeper into the details today. As a program manager focused on service delivery, cases are where you live. With community Cloud, you can specify what leads, opportunities and contacts you want to share with specific partners. 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. “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. Before you can benefit from Salesforce Community Cloud, it’s important you understand it first. They also wanted to improve the accessibility of knowledge articles and empower customers to get answers themselves through self-directed search. What happens if no one answers their question? Her friendly neighborhood Salesforce admin, D’Angelo. Partners can also raise issues to suppliers from within the community. Through these communities, companies can open up communication and collaboration channels with customers, partners and employees like never before. All Rights Reserved, We use cookies to enhance your browsing experience. ... Common Use Cases Of Community. UC is planning to launch a Community that needs to be accessible from Internet Explorer 9 and the Salesforce Mobile app. Sort and filter cases using standard and custom list views. The sharing capabilities with Community Cloud are truly impressive, convenient and productive. A.- Managed Package B.- Metadata API C.- Change Set D.- Unmanaged Package UK, Positioning & harmony in your company’s vision, Leverage best practices to improve community engagement and management, Raised engagement throughout your workforce. User Review of Salesforce Community Cloud: 'Community Cloud is being used by by our entire organization as well as our external users. 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. Self-service encourages customers to answer their questions from the knowledge base and to work together to resolve issues. Hands-on experience is crucial to this exam. Connect with salesforce.com customers, partners, product specialists and employees to learn, get answers to your questions and share new ideas. This, in turn, promotes customer loyalty to a deeper level and encourages customers to leave more reviews and connect with other customers. Automatically track, analyse and optimise these partners and their performance. (Mark THREE Answers) 55 of 100. Sorry for the delayed response. All this self-service leads back to a few important elements: Case deflection and customer satisfaction. Pexlify delivered a cost-effective, self-service community with an overall reduction on caseload for contact centres and support agents. This results in building definitive and accurate dashboards. We created a custom Salesforce Lightning Community for all dealerships working with VWBI to manage contract renewal Opportunities.
2020 salesforce community cloud use cases