Salesforce Community Cloud enables organizations to build branded spaces for customers, partners, and employees to collaborate, share information, and find solutions — all within the Salesforce platform.
What is Salesforce Community Cloud?
Community Cloud is a digital experience platform that helps businesses create online communities for support, self-service, collaboration, and engagement. It integrates directly with Salesforce CRM, so members can interact with business data securely.
Types of Communities You Can Build
- Customer Communities
- Provide self-service support
- Allow customers to search knowledge articles or post questions
- Enhance engagement with forums and user discussions
- Partner Communities
- Collaborate with resellers, distributors, or vendors
- Share leads, opportunities, and training resources
- Streamline deal registration and joint selling
- Employee Communities (Intranets)
- Foster collaboration across departments
- Share company updates, HR information, and documents
- Connect teams working remotely or globally
Key Features of Community Cloud
1. Customizable Templates
- Use pre-built Lightning templates
- Customize branding, layout, and components
- Deliver mobile-responsive experiences
2. Personalized Experience
- Show tailored content based on user profile and behavior
- Provide role-based access to data and tools
3. Case Escalation and Management
- Allow users to raise support tickets from within the community
- Automate case routing and responses
4. Knowledge Sharing
- Integrate with Salesforce Knowledge Base
- Enable article search and content voting
5. Gamification & Reputation
- Encourage participation with points, badges, and leaderboards
- Recognize top contributors in the community
6. Integration with Salesforce Data
- Access CRM data securely within the community
- Enable actions like submitting forms, updating records, and creating cases
Benefits of Community Cloud
- Enhances customer satisfaction through self-service
- Improves partner collaboration and channel sales
- Increases employee productivity with seamless information sharing
- Reduces support costs by deflecting tickets
Use Cases
- Tech companies creating customer support forums
- Educational institutions building student portals
- Enterprises connecting with global resellers