Community cloud Technologies Based on Artificial Intelligence: Machine Learning: A subfield of AI that uses algorithms to enable systems to learn from data and make predictions or decisions without being explicitly programmed. Natural Language Processing (NLP): A branch of AI that focuses on enabling computers to understand, interpret, and generate human language. Computer Vision: A field of AI that deals with the processing and analysis of visual information using computer algorithms. Robotics: AI-powered robots and automation systems that can perform tasks in manufacturing, healthcare, retail, and other industries. Neural Networks: A type of machine learning algorithm modeled after the structure and function of the human brain. Expert Systems: AI systems that mimic the decision-making ability of a human expert in a specific field. Chatbots: AI-powered virtual assistants that can interact with users through text-based or voice-based interfaces.Technologies Based on Artificial Intelligence: Machine Learning: A subfield of AI that uses algorithms to enable systems to learn from data and make predictions or decisions without being explicitly programmed. Natural Language Processing (NLP): A branch of AI that focuses on enabling computers to understand, interpret, and generate human language. Computer Vision: A field of AI that deals with the processing and analysis of visual information using computer algorithms. Robotics: AI-powered robots and automation systems that can perform tasks in manufacturing, healthcare, retail, and other industries. Neural Networks: A type of machine learning algorithm modeled after the structure and function of the human brain. Expert Systems: AI systems that mimic the decision-making ability of a human expert in a specific field. Chatbots: AI-powered virtual assistants that can interact with users through text-based or voice-based interfaces.Technologies Based on Artificial Intelligence: Machine Learning: A subfield of AI that uses algorithms to enable systems to learn from data and make predictions or decisions without being explicitly programmed. Natural Language Processing (NLP): A branch of AI that focuses on enabling computers to understand, interpret, and generate human language. Computer Vision: A field of AI that deals with the processing and analysis of visual information using computer algorithms. Robotics: AI-powered robots and automation systems that can perform tasks in manufacturing, healthcare, retail, and other industries. Neural Networks: A type of machine learning algorithm modeled after the structure and function of the human brain. Expert Systems: AI systems that mimic the decision-making ability of a human expert in a specific field. Chatbots: AI-powered virtual assistants that can interact with users through text-based or voice-based interfaces.Technologies Based on Artificial Intelligence: Machine Learning: A subfield of AI that uses algorithms to enable systems to learn from data and make predic

1. Experience Cloud (Community Cloud)
Interactive Introduction

2. Welcome

3. Field Trip

4. Tips For Good Time
• Don’t Try to ClickAlong
• Ask Questions after the session
• Take Notes
• Please pay attention
• Have Fun!

5. Experience Cloud
What is it? What does it do? Why should I care?

6. You Don’t Do Business In a Vacuum
You need customers. You probably have Partners.

7. They All Need Something
and how are they going to get it?
Quoting
Process
Training
Support

8. Customers and Partners Expect Amazing Digital Experiences
Always On
On-demand, real-time, and mobile
Personalized
Predictive, intelligent, and targeted
Connected
Data-driven, integrated, and up-to-date
Talk to peers and
experts in a forum
Track performance
in an app
Update info and take action
in a portal
Make a purchase
with e-commerce
Login to my online
account
Get answers in a
help center
Discover information on
a website
63%
of consumers will switch brands if
they receive inconsistent
experiences
Source: “State of the Connected Customer,” Salesforce Research, October 2016

9. Traditionally, this was hard...
Social Communities
+
Portals
Authenticated
Customer Data
+ =
Websites
Custom Branding
Mobile
Connect
Customers with
Experts

10. Partner Relationship Management
Experience Cloud
Build beautiful, CRM-powered experiences. Fast.
Customer
Engagement
Portal
B2B
Commerce
Site
Affiliate
Marketing
Portal
Customer Self-Service Site

11. It is Salesforce.
Securely Share Any Record
Escalate service cases, track partner deals,
collaborate on marketing campaigns.
Any file
Empower project groups with files from Box, Google,
even SharePoint on-prem.
Integrate Any System
Centralize data from multiple 3rd party systems into a
single, engaging mobile workplace.
Automate Any Process
Power your Process with the same Tools used to
automate your internal processes.
Service
Case
Sales Customer
Opportunity Record
Any File
Any System
Any Record
Partner
Community
Employee
Community
Customer
Community
Any Data

12. Hub & Spoke Model
Integrate with back-office applications
Extend your service processes to meet your needs
Automate service processes and workflows
Innovate with enterprise security, reliability and scale
1.1 billion+
Transactions per day
ERP
Any
System

13. Customer
Community
Online Self-Service
Account Management
Social eCommerce
Ratings & Feedback
Partner
Community
Indirect Sales
Franchise Management
B2B eCommerce
Agents and Brokers
Employee
Community
Social Intranet
HR Helpdesk
Sales Enablement
IT Support
Same Technology Different Audiences

14. Customer Communities
Help Customers Help Themselves
Reduce service calls by guiding customers to
knowledge articles, discussions and Q&A
Automatically escalate service cases so no
question goes unanswered
Give customers direct access to their account
data and personal information
Provide an engaging branded experience on
any device

15. Self-Service
Engaging and connected self-service experiences
Customer Help Center
Put Data at Your Customers’ Fingertips
Connect customers to any business process
Extend Service to Every Customer
Surface up Salesforce knowledge articles, web-chat
and service bots
Help Customers Help Each Other
Deploy a forum for peer-to-peer collaboration
+26%
CSAT
Source: Salesforce Customer Success Survey, Conducted from March 2015 to June 2017.

16. Chatter
The world’s #1 enterprise social collaboration solution
File Sharing
Share, preview and collaborate while managing access and
permissions
Community Answered Questions
Let community members help each other by highlighting and
answering the most popular questions.
Enable Your Users to Collaborate and Share with Social
Share expertise, files, and data, so everyone moves together.

17. Comprehensive Commerce Functionality
Account hierarchies, complex pricing, custom catalogs,
and account management
Built Natively on the Salesforce Platform
Combine with CRM customer data for a single, complete
view of the customer
A Complete Omni-Channel Experience
Create a seamless experience across B2B commerce,
marketing, sales, communities, and service.
B2B Commerce
Digital buying experiences for business customers
Business Commerce Site

18. Engage Customers with Marketing Cloud Integration
Marketing Cloud + Community Cloud
Personalized Journeys Triggered
by CommunityActions
Distributed Marketing Campaigns
for Partners

19. Average Percentage Improvements Reported by Salesforce Customers
+ 51%
Faster Case
Response Time
Finding
Experts
+ 46% + 48%
Happier Customers. Healthier Business.
Faster Case
Resolution
Time
+ 45%
Increase in
Customer
Satisfaction

20. 38M
2015
12M
2014
Start
2013
90M
2016
Million Members
262M
YTD
210M
2017
Today:
330
Trailblazers Lead the Way with Experience Cloud
FINANCIAL
SERVICES
MANUFACTURING
MEDIA &
TECHNOLOGY
OTHER
INDUSTRIES

21. Our Trailblazer community helps millions learn and connect
Salesforce Success Community
IdeaExchange
Customers request and
vote for product features
50k+ ideas
3 million points (votes)
3K ideas implemented
Answers
Customers get answers fast
100% answered in 24 hours
98% community answered
4K questions/month
225K all time questions
Collaboration
Customers connect,
collaborate, and inspire
2K active groups
11K posts/month
200K+ all time posts

23. Great!
But, how does any of this work?

24. Communities are Salesforce
No Integration, No “syncing”, Up to 100 Separate Communities

25. Create a New Community

26. Tools of the Trade

27. Pick a Theme
Give your experience a new look with a single click

28. Start Building.

29. Edit Templates or Create New Pages

30. Drag and Drop Components onto the Page

31. Lots of Components

32. Best Practices

33. Create On-Demand Processes with Lightning Flow
Salesforce process automation for every CRM app, portal, console and experience
Design Visual
Processes
Embed Process
Anywhere
Connect
Processes
Ecosystem of
Industry Solutions
Decision
Lookup
100+
Billion
Processes / Month

34. Extend CRM Apps, Data and Process
Deliver a seamless customer experience, and maintain a
single view of the customer
T
arget Any Audience using CRM Data
Deliver content and components based on a visitor’s
geolocation, referring domain, or user profile
Power Recommendations with Einstein
Empower visitors to discover groups, people, files, and
relevant content
Power and Personalize Experiences with CRM and AI
Native integration with Salesforce and AI
Source: Mastering the digital advantage in transforming customer experience, McKinsey, 2017
61%
of customers said they
were more likely to buy
from companies
delivering custom
content.
CRM-POWERED

35. Personalized Brand and Page Experiences
Serve specific pages and branding based on user’s
geography, referring domain, record types, and more.
Customizable Groups
Create and target groups with a customized look and feel
plus the features they need.
Multi-Language Support
Add the new Language Picker component to let users
select their preferred language on a community page.
Deliver a Tailored Experience with Audience Targeting
Serve targeted content, theming, and components for each audience

36. Control the Branding for Different Audiences

37. Reuse Existing CMS Content With CMS Connect
Fast
Import Your Web Content and Settings
Targeted
Segmentation from CMS and target with CRM data
Dynamic
Render components in CSS, HTML, Javascript
Flexible
UI Flexibility with JSON
Secure
Anonymous and Authenticated content

38. Content Management System (CMS) for Community Cloud
Visual
Personalized
Omni-Channel
Intelligent
Traditional Marketing
Content
Data-Based
Content
Images
Text
Videos
Blog Posts
Flexible News Articles
FAQ’s
Product Announcements
Files
Product Catalogs
Knowledge Articles
Campaigns
Internal & External Data Sources
Introducing
NEW

39. Administrative Settings

40. All Things In Moderation
Except for Awesome. Feel free to be as Awesome as you like.

41. Automate with Process Builder

42. Build, Connect, Deploy Faster with a Connected Ecosystem
Go Fast with the Lightning Community Builder
Create and configure your experience with clicks and
drag-and-drop components
Quickly Connect 3rd Party Systems
Integrate data from across systems with MuleSoft
Scale with the AppExchange
Select from over 2,500 apps and components
Deploy Faster with Lightning Bolt
Partner-built solutions for every industry
Reduce partner portal launch time by 66% with Community Cloud vs homegrown solution. Source: The Total Economic ImpactTM
of Salesforce
Community Cloud For Partner Community, September 2018, A commissioned study conducted by Forrester Consulting on behalf of Salesforce.
66%
reduction in
launch time
FAST

44. Demo
Create a Brand
New Community
LookAt a Pre-Built
Community

45. What to do after this webinar.
Customer Community Examples
Community Cloud Basics Trailhead
Build a Community with Knowledge & Chat
Community Rollout Strategy
Community Cloud Events (Ask an Expert)

46. Customer Community S.T.A.R.T. Accelerators
Review Use Cases
Discover Features
Manage & Grow
Record Sharing
Measure & Monitor
Gain Insights
A.SSEMBLE R.UN T.ALLY
S.TRATEGIZE
Plan Rollout
T
echnical Guidance
Create & Configure
Brand & Personalize
T.ARGET
Self-Service
Accelerators
Partner Relationship Management
Accelerators
Lightning ExternalApps
Accelerators

47. Questions?
Softballs only*