Customers use the website of enterprises to learn more about the products and services provided by enterprises. To assist customers, enterprises use a customer portal or a community to educate customers about their products and services.
Salesforce is an enterprise-grade connected CRM platform for business management. Salesforce handles most business activities seamlessly with intelligent automation. Salesforce service cloud and community cloud now renamed experience cloud are positioned to increase the brand value by facilitating better customer experience.
Answers and ideas both are termed as features of the community cloud platform. Customer support is the most preferred channel to improve customer loyalty contributing to customer retention.
Salesforce service cloud helps organizations provide flexible and convenient customer support to all the customers. Answers and Ideas are modules within the Service cloud offering. ,
The answers module enables customers to ask questions and have community agents post helpful answers. Resolve queries quickly thereby creating more new opportunities consistently. Answers features are visible to all the subscribed members of the community.
This feature allows members to like, vote, and post comments without any restrictions.
Ideas module provides partners, employees, customers and experts options to visit the portal and submit requests or ideas around services or products.
Provide privilege to access FAQ. This is a useful platform feature, helping community members know more about the services and products.
Ideas help organizations improve their products and services and give winning ideas for future improvements.
Both answers and ideas features provide access to interact with multiple group members and customer service executives. Salesforce knowledge base articles can be included in this community platform. In a digital age, customers want immediate responses to their queries.