Salesforce Community Cloud is an online social platform for companies to create branded sites connecting customers, employees, and partners with each other.
By streamlining your key business operations and extending them across departments and offices, everyone who is part of your business ecosystem can execute his or her work in real-time, support customers more effectively, and close deals faster.
You can leverage your CRM data by directly connecting with your community or any third-party system.
Overall, the online community software gives your company the ability to build customized and branded communities for seamless enterprise collaboration and streamlined business processes.
Why Should We Use Community?
Customer communities can be used for support and feedback. For companies with a B2B business, partner communities can be used for qualifying leads, tracking revenue, and providing product information and training. And internal employee communities can be resources for HR and IT information, as well as a place for discussion and collaboration.
Salesforce Community Cloud empowers companies of any size to create communities that are customized, on-brand, and optimized for mobile. Library of scalable templates, no coding is necessary. Third-party and custom components make it easy to personalize a community to meet our company’s specific needs.
As a Salesforce product, Community Cloud offers seamless integration with Salesforce CRM data — opportunities, leads, activities, etcetera.
Benefits by Using Community:
Community Cloud reduces those time and labor costs by helping your partners and customers help themselves. They can get the information they need by way of the content you’ve populated your online community with and the content that has been generated by other users.
A good online community will result in a slowed stream of support calls and emails and will reduce your role to one largely of website maintenance and updates and community management.
Easy access to FAQs and articles empowers customers to find solutions independently and frees agents to work on more crucial tasks. Community Cloud gives you an overview of your agents on who’s more active and they can also endorse each other based on expertise and skills. Other features include case escalation, e-commerce, and community engagement.
Directly connecting partners, distributors, and resellers help you drive sales. It streamlines the sharing of records, leads and contacts, integrating with third-party systems, and avoiding channel conflicts. You can immediately take action in lead conversion and marketing funds approval right in the feed. It also has data sharing and dashboards and reports to ensure the alignment of goals.
Teams can be grouped according to events, campaigns, or projects to access relevant information with structure. By syncing files into a centralized location, your employees can easily access the right files they need in a context that’s embedded with your core business processes. Through Chatter, collaboration is empowered for fostering an innovative workplace and contributing ideas.
Types of Communities in Salesforce:
There are basically two types of Communities in Salesforce which are as following:
- Internal Community
- External Community
The Internal community is used for the members who are directly part of the organization i.e.Employees.
External Community is created for the users who are not directly part of the organization.
Types of External Community:
Partners are not directly part of the organization but still, they are very important for enhancing the business of organization. Therefore, Salesforce has provided this platform of Partner
Community where you can interact with your partner and also provide limited access to your org according to your requirement.
Using this platform an organization can interact with its customers. This helps them in solving the customer’s problem. It also helps them in understanding the Customer’s requirements. So, all and all it will help the organization in enhancing its business.
Communities User Licenses:
Every organization needs to have valid Licenses for creating communities. The type of community that an organization can create depends on the type of License that they possess. It also defines the number of communities that an organization can create.
Types of Community User Licenses:
Salesforce has divided Community User Licenses basically into two parts which are as follows:
Internal User License:
Employee Community is an internal user license that has access to 10 custom objects and tabs. It also has access to Accounts and Contacts.
External User License:
There are 3 types of External User licenses Which are as follows:
This community is best suited for the organization which has large number of external users. Customer community can hold up to 7 million users.
Customer Community Plus:
This community is best suited when there is an unlimited number of logins for managing Customer Support.
Note: Both the Customer Community and Customer Community Plus are good for the B2C Community i.e. Business to Customer Community.
Partner Community is best suited for B2B Communities. The users of Partner Community can Read, Create, and Edit the Salesforce standard objects such as accounts, contacts, and assets. Partner Community users also have access to Send Email and Workflow Approvals.
Salesforce Community Cloud Features:
- Business Integration
- Branded Community
- Mobile Optimization
- Case Escalation
- Knowledge Base and Q&A
- Salesforce Automation
- Personal Member Scoring
- Data Sharing
- Dashboards and Reports
- File sharing
- Community Groups
- Topics Pages
- Feed Actions
- Community Management
- Chatter Collaboration
- Partner relationship Management (PRM)
- B2B Commerce
- Build Your Own Business Specific Applications
- Lightning Community Builder
- Components available on App Exchange
- Custom Lightning Components
- Built-In SEO
- Custom Domain
Community Management & Analytics:
- Community Workspaces
- Community Insights
- Community Dashboards
- Google Analytics Integration
- Use Marketing Cloud with Community Cloud
- Salesforce Files.
Community cloud security:
Community Cloud is built on the trusted Salesforce1 platform. The robust and flexible security architecture of the platform is relied on by companies around the world, including those in the most heavily regulated industries – from financial services to healthcare to government. It provides the highest level of security and control over everything from user and client authentication through administrative permissions to the data access and sharing model.
PRM – Partner Relationship Management
CRM – Customer Relationship Management
B2B – Business-to-Business
SEO – Search Engine Optimization
B2C – Business-to-Consumer