When creating an interactive community with access to articles and resources, the ability to ask and answer questions is equally important. This, unfortunately, was leading to customer frustration. Like many human services organizations, No More Homelessness (NMH) has multiple channels for engaging new an… If the answer to a question is not there, the customer can post a new question that their peers and support staff can answer. Salesforce … Onboarding partners is quick and easy with certification and training programs. Integrate any learning management platform right into the community. (1)Customers, (2)Partners and (3)Employees. We have been planning to use Cases (likely w/ a ServiceMax type integration) for long term site management, but learned this week that the Platform licenses do not support any use of Cases. Community Cloud is an excellent tool for upselling. Create Salesforce Service Cloud Cases. You can track cases per user and … Sharing leads, opportunities, records and contracts with partners has never been so easy. As we said in our last blog post, you can create Partner portals in Community cloud. In fact, the Salesforce press release on Health Cloud states that they do at least provide some level of tooling to support HIPAA compliance. This is the Salesforce Community Cloud Consultant resource guide. Connect with salesforce.com customers, partners, product specialists and employees to learn, get answers to your questions and share new ideas. Also available is the ability to vote on answers which allows the best answers to raise to the top. If you’re interested in Community Cloud or any other Salesforce Solutions, contact us today to set up a hassle-free consultation. It enables you to create a branded community right out of the box through its mobile-optimized Community Templates. Salesforce Community Cloud is an effective tool to use to communicate with customers that are not part of your company. 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. Sometime later than this, the name of this community was kept as the Salesforce Community Cloud. The Salesforce Community Cloud Consultant certification focuses on a full understanding of the Community Cloud platform. In our last blog post, we talked about three steps to secure your Salesforce data that can be accessed in your Salesforce Community. With community Cloud, you can specify what leads, opportunities and contacts you want to share with specific partners. Passionate customers become known as ‘experts’ in the community. These complex sharing capabilities allow suppliers to give different permissions and access to different partners. We use three kinds of cookies on our websites: required, functional, and advertising. More from the author Learn More > This addresses the challenges faced by companies that want a consistent and extended experience of their brand to their community. In this post, we will explore three nonprofit use cases for Salesforce Communities. Connect with salesforce.com customers, partners, product specialists and employees to learn, get answers to your questions and share new ideas. A Salesforce ISV partner is creating a Lightning Bolt solution for a healthcare use case. BY Elizabeth Keenan. All Rights Reserved, We use cookies to enhance your browsing experience. Agents can answer within the community, or privately. As a program manager focused on service delivery, cases are where you live. Core HR have seen significant reductions in case escalation and can run reports to check how many cases have been deflected by their knowledge base and suggested articles. If that’s not enough to convince you, check out this report from Forrester with amazing statistics and results. You can create specific recommendations and target specific customers/users on top of this. Standard for managing customer support and delivery 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. 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. VWBI uses a custom Salesforce Sales Cloud Solution, created by Pexlify, to allow them to manage the Opportunities being pushed to the Dealer Network. 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. Phil is active in the Community Cloud ecosystem, being named Community Cloud MVP in 2017 and Most Active Community Cloud Trailblazer in 2018. 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. EC2R 8AY, KCS (knowledge centered support)-what is it? ... Powered by Community Cloud. 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. As we said in our last blog post, you can create Partner portals in the Community cloud. Contact center agents may be responsible for managing cases at scale and Service Cloud’s Console enables staff to multitask easily across cases and disparate channels. 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. Date and Time Saturday, June 29, 2019 11:30 AM – 12:30 pm. Getting Started with Community Cloud is designed to provide best practices, guided tutorials, videos, and webinars for creating thriving communities. Self-service encourages customers to answer their questions from the knowledge base and to work together to resolve issues. 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. Without further ado, lets get started! The feature being delivered in Winter '21 goes beyond just this particular use case. Community Cloud is stepping aside for the new kid in town: Experience Cloud. 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. London, Integrating third-party systems so that you can streamline inventory, pricing and more. You can associate actions with a new record, such as a case or contact record, and show agents a … Learn how to enable communities in your organization, create communities for partner and customers, and gauge participation. Now that you’ve learned the basics about the Sales Cloud and Analytics 360 integration, let’s dive deeper into use cases and examples of how our platforms can work together to empower your sales and marketing teams to work better together. This results in fast responses. Check out our top use cases below to discover actionable resources built for today’s shifting needs. CriticalRiver's Salesforce Community Cloud Solution Improves Management of Backlog Orders at a High-Tech Manufacturer. This results in building definitive and accurate dashboards. Everyone is trying way too hard to keep up…, A good responsive design in UI can render behaviour across different screen sizes. Hands-on experience is crucial to this exam. You can choose to opt out of functional and advertising cookies. More from the author SearchUnify for Salesforce Community Cloud is an augmented intelligence solution powering AI-driven search capabilities that enables effortless self-service. Through these communities, companies can open up communication and collaboration channels with customers, partners and employees like never before. (Mark THREE Answers) Your app developer needs the Community URL for the site to use the Knowledge or Case Management feature in the SDK. Winter ‘20 Release - What you need to know. 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. The course provides an overview of the exam objectives to help support you on your journey towards passing the Salesforce Community Cloud Consultant Certification exam. 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. This has reduced their decision-making processes from years to months. Consumers are increasingly interacting with products and brands using digital mediums like social networks, websites and mobile apps. We touched briefly on these use cases in our last post ‘What is Community Cloud’ blog post and will dive deeper into the details today. Update field-level security. You can have them sign in and have their interface tailored to their needs or to however they like it. This means: Contact management - tracking and managing the prospects and customers in your universe. A focus on useful business use cases enabled directly within Community Cloud. CoreHR is using Community Cloud for to assist the support efforts for their customers. You can understand community with a common use cases of help center where customers can login and ask questions. not only will it stop the 1000+ cases created due to bounce back but it will also ensure that when there is a reply-all or a reply to a forwarded email that it ties back to the same case instead of creating new cases. Customer Support maintains the case management system. After completing this unit, you’ll be able to: 1. Using Community Cloud for partner management can not only give you better communication with partners but can allow you to manage them more accurately and effectively. 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 … 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. 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. Which three Salesforce additions and user license combinations could a Community Cloud consultant use to meet this requirement? Before you can benefit from Salesforce Community Cloud, it’s important you understand it first. Partners can also raise issues to suppliers from within the community. Salesforce Certified Community Cloud Exams. Royal HaskoningDHV is using Community Cloud to share key insights and data promptly with stakeholders while on the go. By continuing to use our website, you consent to the use of cookies. 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. Salesforce is a CRM platform and series of apps. ... CriticalRiver's Salesforce Community Cloud Solution Helps a Non-Profit Better Serve Its Constituency and Eliminate Manual Processing. Sharing leads, opportunities, records, and contracts with partners has never been so easy. 0 out of 1 steps completed 0%. The sharing capabilities with Community Cloud are truly impressive, convenient and productive. Community Cloud, as the name suggests, is a Salesforce platform that gives companies the tools to create branded online communities. Use Cases for List View Buttons (not Javascript) - Answers - Salesforce Trailblazer Community 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. 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. Her friendly neighborhood Salesforce admin, D’Angelo. ... Do not let the names of the community types impact use cases. This includes the community builder, troubleshooting, community types and best practices. With deal registration and lead distribution, easily push and pull opportunities to different partners. Through these communities, companies can open up communication and collaboration channels with customers, partners and employees like never before. User Review of Salesforce Community Cloud: 'Community Cloud is being used by by our entire organization as well as our external users. Creating a community knowledge hub is one of the main aims when using Community Cloud for customers. Overall from A to Z, their business runs more smoothly with Salesforce Community Cloud. There are 3 main use cases we will cover in this post. Users can visit the community to find answers to questions or ask for help from another community member. We focused on using features like object, field, and record level security to ensure data is available to the appropriate users. Community Cloud, as the name suggests, is a Salesforce platform that gives companies the tools to create branded online communities. 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. 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. Your Salesforce org must have an available Community or Salesforce site. Dublin 1, If you have key then upload your key file here. What should the Community Cloud consultant use to distribute the Lightning Bolt solution? Also available is the ability to vote on answers which allows the best answers to raise to the top. Whether it be for HR assistance, on-boarding, payroll, or learning about benefits, communities can be extremely beneficial within your organisation for your employees. 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. Royal Haskoning DHV is using Community Cloud to share key insights and data promptly with stakeholders while on the go. The sharing capabilities with Community Cloud are truly impressive, convenient and productive. Community Cloud is an online social platform from Salesforce that enables companies to connect customers, partners, and employees with each other and the data and records they need to get work done. Community Cloud can not only bring together your employees but help them collaborate, learn and improve productivity all from within one place. Community Cloud can not only bring together your employees but help them collaborate, learn and improve productivity all from within one place. Users can visit the community to find answers to questions or ask for help from another community member. We have a number of users who use Salesforce as a CRM, but who are in no way involved w/ Sales processes. Partner Relationship Management and Channel Sales. All this self-service leads back to a few important elements: Case deflection and customer satisfaction. Alex Husar, Onilab CTO. Salesforce Service Cloud Use Cases. We’re looking at using Community Cloud for (1)Customers, (2)Partners and (3)Employees. Communities for employees. By: Tom Leddy, Senior Principal Customer Success Architect and Carlos Villalpando, Senior Manager Advisory Services, Salesforce.org. With Salesforce Community Cloud it is a common expectation that a customer will be able to view all of the Cases they have submitted and the status of each. Integrate with Mulesoft, Jitterbit, Jira and more. Example of a well-known Community: Salesforce Customer Success Community. This results in fast responses. Topics in Community Cloud. This results in building definitive and accurate dashboards. I am able to get a full view of my client's customers enabling us to deliver smarter, faster, and more personalized communications. As Salesforce says: “Help your customers help themselves”. In 2019 we did one session on Introduction to Salesforce Community with Phil Weinmeister in ApexHours. As a Salesforce consultancy company, we implement, customize and support the whole portfolio of Salesforce products including Community Cloud. Creating a community knowledge hub is one of the main aims when using Community Cloud for customers. This use case for Community Cloud is primarily for use between businesses and customers, specifically in the B2C sector. Cloud Setup for Case Management. When you build your IT ticketing system in the same place as your CRM, you get a lot of benefits. What happens if no one answers their question? Marketing and Support manage the FAQ knowledge base. Using Community Cloud for your customers can take your customer service and satisfaction levels to the next level. 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. Salesforce Cloud Community is highly flexible for any business demand and use case. A warm welcome to all the members and Guests in the meetup. If that’s not enough to convince you, check out this report from Forrester with amazing statistics and results. Create seamless interaction between customer and employee facing apps. Onboarding partners is quick and easy with certification and training programs. A.- Managed Package B.- Metadata API C.- Change Set D.- Unmanaged Package Filtering - Use List Views Javascript - No supported in Lightning ...just need some inspiration! Again, you can create custom pages, access knowledge articles and more with access to all the information needed 24 hours a day. Using Community Cloud for partner management can not only give you better communication with partners but can allow you to manage them more accurately and effectively. To use Case Management in your mobile app, set up a community and create a quick action. 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. 77-80 Amiens St, Navigate Existing Subtab There are a few good use cases where you want to navigate the current subtab to a new page. Passed the Community Cloud exam a couple of days ago. Through these communities, companies can open up communication and collaboration channels with customers, partners and employees like never … The choice of using Cases vs Opportunities probably came down to it being harder to specialize OpportunityLineItems than it was to create the Problems and Goals objects, and wire them into Cases. These users have been assigned Platform licenses. Though there are few edge cases in Salesforce development, especially where you…, Do you have a key? Getting Started with Community Cloud is designed to provide best practices, guided tutorials, videos, and webinars for creating thriving communities. 55 of 100. Lightning Flow for Service Example Use Case Lightning Flow for Service can help your agents follow consistent procedures when a customer calls or a support issue comes in. Integrate any learning management platform right into the community. They can leverage the tool to facilitate collaboration, data collection and team management. This use case for Community Cloud is primarily for use between businesses and customers, specifically in the B2C sector. What is Salesforce Community ? Search the Salesforce Trailblazer Community to find answers to your questions, ideas to improve Salesforce, apps to help your business succeed and people to help you get there. In many cases, organizations are unsure about how to best optimize their implementation of Community Cloud … Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case. What happens if no one answers their question? - 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. Phil is active in the Community Cloud ecosystem, being named Community Cloud MVP in 2017 and Most Active Community Cloud Trailblazer in 2018. Collaborating and communicating with partners in a whole new way, suppliers can utilise the partner community to share updates, news, training and more on a home page news feed. Without further ado, lets get started! Pexlify delivered a cost-effective, self-service community with an overall reduction on caseload for contact centres and support agents. If we are in the Service Cloud Console, this condition will evaluate to true. Find, update, and create case records. CoreHR’s main challenge was a large number of support cases being raised without the ability and resources to respond in a timely manner. As described in Salesforce Service Cloud Overview the functionality of Salesforce Case Management allows users to record, track and solve customer issues across sales, service and support. “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. In 2018, he released Practical Guide to Salesforce Communities and, in 2019, he released a new edition of Practical Salesforce Development Without Code. Community Cloud: Practice Exam 1. You can read the full Core HR case study here for more details. You can leverage your CRM data by directly connecting with your community or … What results can you expect from using Community Cloud within your organisation? @jatin. This is where we maintain our knowledge base (FAQ) and our user support case management. ● They plan to narrow down from weeks to days in the future. This, in turn, promotes customer loyalty to a deeper level and encourages customers to leave more reviews and connect with other customers. How can Community Cloud help you build an engaged workforce? So to better reflect the many types of experiences you can create, we’re now called Experience Cloud. NOTE: This post is written in June 2020 and content might be changed/updated overtime.. Communities for employees. 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. Specify object-level permissions. 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. Salesforce Developer Network: Salesforce1 Developer Resources. Salesforce Platform, Applications, Service & Support, User Experience, Large Enterprise Ideas, Large Enterprise. Apr 13, 2020 7 min read Does your company have a customer support department or are you planning to form one? Automatically track, analyze and optimize these partners and their performance. Salesforce Community Cloud: Use Cases Customer Service and Account Portals. How can Community Cloud help you build an engaged workforce? One of the best parts is when we automate service processes, streamline workflows, and surface key articles, topics, people … It's a pretty good way to communicate with any clients/partners that need information in real time. 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 … We’re looking at using Community Cloud for. also in Sales Cloud. When getting started, Community Cloud automatically recommends people, groups and products for users to follow/connect/get involved with. Integrate with Mulesoft, Jitterbit, Jira and more. If you don't have key then follow the below steps.…, © 2020 - Forcetalks How you use Salesforce community software is limited only by what social spaces and functions you can envision for your business. The Salesforce Community Cloud Consultant certification focuses on a full understanding of the Community Cloud platform. Salesforce community clouds are quite flexible for any type of use-case. Location: Online. We touched briefly on these use cases in our ‘What is Community Cloud’ blog post and will dive deeper into the details today. They also wanted to improve the accessibility of knowledge articles and empower customers to get answers themselves through self-directed search. This has reduced their decision-making processes from years to months. Developer Community Integration Scenario Scenario. 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. 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. Customers can create cases directly in the community. Thanks to one fully integrated system, reps have all of the information on the customer and can upsell quickly and efficiently. Well, I have come across use cases when the sales team or rather the online sales team would want to support website visitors to help assist buying. Sorry for the delayed response. Passionate customers become known as ‘experts’ in the community. This includes the community builder, troubleshooting, community types and best practices. You can create a branded community instantly just through any mobile-optimized community manager. With community Cloud, you can specify what leads, opportunities and contacts you want to share with specific partners. Partners can also raise issues to suppliers from within the community. If you are a Salesforce Service Cloud user, you can use FormAssembly forms to create Service Cloud cases when forms are submitted. Salesforce Developer Network: Salesforce1 Developer Resources. They plan to narrow down from weeks to days in the future. 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. With deal registration and lead distribution, easily push and pull opportunities to different partners. Use Cases. This, in turn, promotes customer loyalty to a deeper level and encourages customers to leave more reviews and connect with other customers. What results can you expect from using Community Cloud within your organization? Visualize the … Apply system permissions to the custom profile so that community users can access Health Cloud features. Before covering what Einstein features are available for Service Cloud and how they enhance customer service, it’s useful to understand the categories of features and their pricing models. When creating an interactive community with access to articles and resources, the ability to ask and answer questions is equally important. Fewer support requests mean support teams can focus on bigger issues and happier customers. Ireland, 32 Threadneedle Street, Lock cases. Thanks for reading, if you enjoyed this post please feel free to share it and tag us @Pexlify. Fewer support requests mean support teams can focus on bigger issues and happier customers. Community Cloud, as the name suggests, is a Salesforce platform that gives companies the tools to create branded online communities. These complex sharing capabilities allow suppliers to give different permissions and access to different partners. Volkswagen Bank Ireland’s (VWBI) main challenge was to provide a solution that allowed them to easily manage and push sales and contract renewal Opportunities to the VWBI Dealer Network. 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. Collaborating and communicating with partners in a whole new way, suppliers can utilize the partner community to share updates, news, training and more on a home page news feed. Community Cloud: Use Cases (plus Examples) 15 Aug 2019. Leveraging Knowledge in Community Cloud is Tricky. Create a community. You guessed it. 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. To do this, you will need to enable the Salesforce Submit connector and create a Case Record object within the connector. Community Cloud is an excellent tool for upselling. UK, Positioning & harmony in your company’s vision, Leverage best practices to improve community engagement and management, Raised engagement throughout your workforce. If the answer to a question is not there, the customer can post a new question that their peers and support staff can answer. Related Searches Salesforce CRM : Salesforce offers a wide variety of CRM categories and systems to meet your business needs at a … Find the basics to build a community for your organization, use existing templates and increase engage to manage your community. “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. Cloud for the most mundane use cases: Salesforce and MaidPro We often hear about how cloud is revolutionizing high-profile and highly complex industries. Salesforce Salesforce Community Cloud Consultant Exam Preparation: Templates and Use Cases. 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. 2. 2nd Floor, 5 Lamps Place, ... Common Use Cases Of Community. Salesforce Product: Community Cloud. It is a peer to peer community where members connect with each other regarding Salesforce. UC is planning to launch a Community that needs to be accessible from Internet Explorer 9 and the Salesforce Mobile app. Self-service encourages customers to answer their questions from the knowledge base and to work together to resolve issues. Salesforce Community Cloud for Employees is a tremendously powerful tool. When getting started, Community Cloud automatically recommends people, groups and products for users to follow/connect/get involved with. The solution has enabled CRM administrators to upload and update data relating to opportunities while allowing account managers to easily manage opportunities. Sort and filter cases using standard and custom list views. Through this, the challenges of any company can be handled and managed. Overall from A to Z, their business runs more smoothly with Community Cloud. - Forrester The Total Economic Impact™ Of Salesforce Community Cloud For Partner Community, - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -. The … Community Cloud is the perfect tool for people that are looking for a solution where they can create a web portal that is integrated with their existing Salesforce data and want to make some of that data available and interactable for people that doesn't really require a Salesforce user license, whether they are customers, employees or the general public. Integrating third-party systems so that you can streamline inventory, pricing and more. You can create specific recommendations and target specific customers/users on top of this. Click on the different cookie categories to find out more about each category and to change the default settings. Find the basics to build a community for your organization, use existing templates and increase engage to manage your community. Community Cloud is an online social platform from Salesforce that enables companies to connect customers, partners, and employees with each other and the data and records they need to get work done. There are 3 main use cases we will cover in this post. Download Our Field Service Lightning Ebook. Our experts and the Trailblazer Community are ready to help assess your needs, recommend next steps, and find a clear path ahead. What use cases are their for List View buttons? The Solution & Result: CoreHR required a  seamless digital experience for their customers that matched the look and feel of their company’s branding. Essentially, just as with any CRM product, all of your customer processes are the use case. Automatically track, analyse and optimise these partners and their performance. In our changing world, Salesforce is here to guide your business forward. Their main request was that users would need to step through articles and notifications before being able to raise cases. Salesforce Community Cloud is highly flexible to any use case. For example, add Read access to Accounts, Contacts, Cases, Documents, Problems, and Goals. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values. Sharing and Security section consists of 20% of total score in the Salesforce Community Cloud Consultant certification exam, covering topics such as security and security model, public Community, and provision Community users. In 2018, he released Practical Guide to Salesforce Communities and, in 2019, he released a new edition of Practical Salesforce Development Without Code. We created a custom Salesforce Lightning Community for all dealerships working with VWBI to manage contract renewal Opportunities. Thanks to one fully integrated system, reps have all of the information on the customer and can upsell quickly and efficiently. Grant access to fields that your community users need to use. Salesforce Stack Exchange is a question and answer site for Salesforce administrators, implementation experts, developers and anybody in-between. Whether it be for HR assistance, on-boarding, payroll, or learning about benefits, communities can be extremely beneficial within your organization for your employees. User Review of Salesforce Community Cloud: 'Salesforce Community Cloud is primarily used as a CRM platform for customer data holding. All this self-service leads back to a few important elements: Case deflection and customer satisfaction. 0 Lessons ... Templates and Use Cases (8%) - Community Cloud. All your users and their information are already there. Salesforce Sales Cloud is a CRM platform designed to manage the sales, marketing and customer support facets of business-to-business (B2B) and business-to-customer (B2C) engagement strategies. Cases can also be escalated automatically based on keywords, or if a question goes unanswered. Full Practice Exams. Guideline for Templates and Use Cases This is the Salesforce Community Cloud Consultant resource guide. Hands-on experience is crucial to this exam. It helps in giving users rich branded experience. Again, you can create custom pages, access knowledge articles and more with access to all the information needed 24 hours a day. Service Cloud functionality is focused on the agent workspace, providing the agents or contact center staff access to tools and data in a single unified view: Service Console. Don’t forget to check out: What is Salesforce Community Cloud? 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. 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. Sales Cloud platform. 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. As Salesforce says: “Help your customers help themselves”. 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. 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. Note: Community cloud, which plays a vital role in customer support self-service and also benefits from Einstein, is not covered in this post.