Salesforce Experience Cloud (Salesforce Community) Guide: licenses, benefits, and more (2022)

Manage customer, partner, and employee communities with Salesforce Experience Cloud

5 min read

Apr 28, 2021

RevenueGrid » Blog » Sales management » Salesforce » The introduction to Salesforce Experience Cloud (Salesforce Community): licenses, benefits, and more

In this post:

(Video) Salesforce Experience Cloud - How to use Salesforce CMS in a Community and use CMS Connect

  • 1. What is the Salesforce community?
  • Salesforce community types
  • Benefits of using Communities
  • 2. What is a Salesforce Experience Cloud License?
  • Salesforce Experience Cloud License types
  • Salesforce Experience Cloud pricing
  • Get more pipeline and grow your revenue with Revenue Grid

    The first challenge for today’s organization is to find a way to provide the highest levels of service both to customers and partners and integrate these methods into their everyday business processes.

    In this regard, companies of all sizes create their online communities concentrated on engaging and supporting their customers and partners. Such communities help generate new ways to connect with potential customers and buyers, provide effective customer service and complete access to information may be required to successfully use a company’s products or services. That, as a result, positively influences shopping behavior and builds trust in the brand.

    We bet you’ve already heard about Salesforce communities that allow organizations to get their customers, partners, and employees connected with each other and the records and data they need to do their job.
    In this article, we will find out:

    • What Salesforce communities are, what benefits they provide, and what types there are.
    • What the community license means and what types of licenses exist.
    • How you can make the best use of Communities to achieve your business goals.

    1. What is the Salesforce community (Salesforce Experience)?

    Salesforce Communities or Salesforce Experience are brand spaces designed specifically for Salesforce customers to connect with the community outside their org (i.e., employees, partners, and customers) and collaborate with them using relevant data and content. Users can visit the community to find answers to questions or ask for help from other community member.

    Salesforce Experience Cloud License 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 collaborate.

    There are dozens of great Salesforce Communities examples. Famous brands like Coca-Cola, Starbucks, Walmart, Dell, Nokia, Lowe’s, TEDx are using communities for various purposes, starting from connecting customers from around the globe and ending at reducing the caseload for contact centers and support agents.

    Salesforce community types

    Let’s take a look at three key types of communities that are tailored to the various groups of community members:

    1. Customer community

    A customer community Is a kind of self-service portal that provides support and feedback (FAQs, articles, documentation, and discussions with other customers — for instance, using a Salesforce Success Community). Salesforce customer communities help organizations share relevant information, create a better customer experience, and increase engagement.

    2. Partner community

    Is a specific information hub for B2B orgs that allows sales teams and resellers to easily access needed data and collaborate in real-time to close more deals. It’s a space where partners can manage their business, learn best practices, get the support they need, and connect with Salesforce employees in an absolutely secure environment.

    3. Internal employee community

    Portal for HR and IT information, that allows employees to connect with each other and provides them with a single space for shared files, searchable knowledge databases and training materials, schedules, project management, and organizational documentation or announcements.

    Benefits of using Communities

    At first, the idea of creating an online community may sound like an expensive venture and a rather complicated task; but after you consider the advantages it provides and how easy it can be with Salesforce, you will change your mind.

    As a Salesforce product, Experience Cloud License provides its customers with seamless integration with CRM data like opportunities, leads, activities, etc.

    Communities offer numerous benefits (such as customizability, mobile-friendliness and on-brand features, a scalable library of templates with no coding necessary, and rich personalization options to meet your business’s specific needs) that help companies to:

    • Build better customer relationships.
    • Solve complex organizational problems.
    • Benefit multiple departments.
    • Save time.
    • Cut support costs and increase customer satisfaction.
    • Drive product innovation.
    • Grow customer retention.
    • Improve the digital customer experience.
    • Boost new customer acquisition
    • Strengthen sales (increase upsell, cross-sell, and add-on revenue).

    Thus, Salesforce provides companies with an exceptional framework for extending the organization to outer communities through Experience Cloud License using the Experience Cloud Licensing model. Let’s see what it is and what types of licenses there are.

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    (Video) Salesforce Community Cloud(Experience Cloud) Session 1

    2. What is a Salesforce Experience Cloud License?

    Salesforce Experience Cloud Licenses or Salesforce Community Licenses are a contractual agreement between Salesforce and its customer, that includes a metadata description of the associated Salesforce product’s functionality that is available to this organization. The license can include various information specific to the company, for example: start and end dates, the number of users who have access to Salesforce or custom objects that org can create, etc.

    It’s worth mentioning that members still have some level of access even without acquiring an Experience Cloud License. For instance, guest users have access to community pages that are publicly available (like a public knowledge base) to find and read content, review knowledge articles, and perform tasks that don’t require them to log in. But acquiring an Experience Cloud License also allows you to create external profiles (beyond the guest user profile) to access Communities.

    Typically, an organization has multiple Salesforce licenses that include all available features and services. Let’s take a look at the main types of Experience Cloud Licenses.

    Salesforce Experience Cloud License types

    • Customer Experience Cloud Licensesare used for B2C interactions with a huge number of customers that need access to Cases and a knowledge base.
    • Customer Experience Cloud Plus Licenses are a perfect choice for more robust customer collaboration and are best suited for B2C communities focused on customer support without being involved in sales scenarios. Some of the benefits of this option include delegated user administration, reports and dashboards, content libraries, and advanced (apex, role-based) record sharing.
    • Partner Experience Cloud Licensesare an excellent (you could even say “Premium”) choice for B2B companies that sell through distribution channels. The license grants access (reading, creating, and editing) to sales data and Salesforce objects like leads, opportunities, campaigns, and more, that these communities need.
    • Lightning External Apps Starter licenses offer custom digital experiences for external stakeholder engagement (including Customer Loyalty and Brand Engagement), with limited access to CRM objects. The important advantage of this type of license is that it provides additional platform capacities like API calls, data, and file storage.
    • Lightning External Apps Plus licenses provide highly customized experiences including CRM and custom objects, external data, and additional API calls, data, and file storage. It’s a good choice for dealers, vendors, supplier portals, franchise management, marketplaces, and multi-level marketing.

    Salesforce Experience Cloud pricing:

    • Customer Community: $2 per login or $5 per member/month.
    • Customer Community Plus: $6 per login or $15 per member/month.
    • Partner Relationship Management: $10 per login or $25 per member/month.
    • External Apps: $15 per login or $35 per member/month.

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    There are a multitude of plugins available to help sales team simplify tasks and collect data, but working with a variety of disconnected tools quickly becomes a mess.

    (Video) Salesforce Community Cloud | Salesforce Community Cloud Overview | Salesforce Training | Simplilearn

    A better solution is Revenue Grid, an all-in-one platform that automatically saves all sales data to Salesforce from across all communication channels. One of Revenue Grid’s features is a best-in-class enterprise plugin for integrating your Salesforce Partner Community’s Outlook or Gmail to your Salesforce org and giving your Salesforce Partner Community members a real Salesforce experience!

    Revenue Grid helps to automatically capture, categorize, and sync sales data across all connected sources. That way, your org is always up to date with the latest, most accurate information from your sales team and partners alike.

    Revenue Grid works equally well with Salesforce user licenses and Partner Experience Cloud Licenses. That means you can make sure that all activities and data are permanently synced to Salesforce from all business units and distributors, regardless of which license they have.

    Unlike Salesforce Inbox, which does not include advanced functionality like automatic data capture on distributor accounts, Revenue Grid’s plugin for Outlook and Gmail provides full product functionality on both primary accounts and subaccounts of all distributors and works best with Partner Experience Cloud License.

    Read also:

    Sandbagging: Is it a good idea for salespeople?

    What Is B2B Sales?

    Revenue Leakage

    What is sales forecasting and how do you forecast sales?

    Sign up for a free trial with Revenue Grid and boost your revenue with the #1 Salesforce and Email & Calendar integration!

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      FAQs

      What is the difference between experience cloud and community cloud? ›

      To better reflect the many types of connected digital experiences you can create—including portals, websites, help centers, forums, and mobile apps—Community Cloud is now called Experience Cloud.

      How many types of licenses does experience cloud have? ›

      Experience Cloud License Features

      There are 5 license types: External App. Customer Community. Customer Community Plus.

      What are Salesforce community licenses? ›

      A community license works like a standard Salesforce internal license: external users with a member-based license (that is, a license that is assigned to a specific user) are able to access a community as many times as they want. However, external users do not have access to the internal org.

      What are the different Salesforce licenses? ›

      All standard Salesforce licenses allow free Chatter access for everyone in your organization. Salesforce also offers Chatter-specific licenses: Chatter External, Chatter Free, and Chatter Only (also known as Chatter Plus). The Chatter Only license is available for purchase only by existing Chatter Plus customers.

      What are the 3 main cloud delivery models? ›

      There are three major cloud service models: software as a service (SaaS), infrastructure as a service (IaaS) and platform as a service (PaaS).

      What are the 4 types of software licenses? ›

      What Are the Different Software License Types?
      • Open Source Software Licenses. ...
      • Public Domain License. ...
      • Permissive License. ...
      • Restrictive Licenses. ...
      • LGPL. ...
      • Proprietary Software License Types. ...
      • Subscription vs Perpetual Licensing. ...
      • User Licensing: Named Users vs Concurrent Users.
      23 Jul 2020

      How much is Salesforce community license? ›

      Salesforce Experience Cloud pricing:

      Customer Community: $2 per login or $5 per member/month. Customer Community Plus: $6 per login or $15 per member/month. Partner Relationship Management: $10 per login or $25 per member/month.

      What are the four Licence in service Cloud? ›

      Salesforce Service Cloud comes in four different pricing tiers: Essentials, Professional, Enterprise and Unlimited: This level is marketed toward small customer service teams.

      What are different types of communities in Salesforce? ›

      An organization can build a community to meet any number of needs, but there are three main community types in Salesforce: Customer communities. Employee communities. Partner communities.

      What is experience cloud Salesforce? ›

      Experience Cloud is an online social platform that enables companies to connect customers, partners, and employees with each other — and the data and records they need to get work done.

      How many Salesforce licenses do I need? ›

      To enable specific Salesforce functionality for your users, you must choose one user license for each user. To enable more functionality, you can assign permission set licenses and feature licenses to your users or purchase usage-based entitlements for your organization.

      What are the six types of creative common licenses? ›

      There are six different Creative Commons licenses: CC BY, CC BY-SA, CC BY-NC, CC BY-ND, CC BY-NC-SA, CC BY-NC-ND. The letter pairs indicate conditions for use.

      Can you mix Salesforce licenses? ›

      You can also mix and match licenses, for example having 20 Platform Starter licenses and 15 Sales Cloud licenses. However, as a reminder, they all must be on the same Salesforce edition (e.g., you can't have some on Enterprise edition and some on Unlimited edition).

      What is difference between Salesforce license and Platform license? ›

      While the Salesforce Enterprise and Unlimited licenses are for your users requiring access to the CRM objects (see below), Salesforce Platform Licenses (formerly known as Force.com licenses) are created for users who need access to accounts, contacts, and custom objects developed within your Salesforce instance, but do ...

      What is the biggest advantages of community cloud? ›

      Convenience and Control

      Resources, infrastructure, cloud resources, and more are all shared among the organizations. All of the tenants share and own the community cloud infrastructure, so decisions are made collaboratively. Data is kept closer to them but has less complexity than a Private cloud.

      What are the benefits of community cloud? ›

      Benefits of Community Clouds
      • Openness and Impartiality. ...
      • Flexibility and Scalability. ...
      • High Availability and Reliability. ...
      • Security and Compliance. ...
      • Convenience and Control. ...
      • Less Work for the IT Department. ...
      • Environment Sustainability. ...
      • Security Considerations.
      18 Jun 2020

      Who benefits from using a community cloud? ›

      Organizations having similar computing concern and have shared interest can share it. This type of cloud computing is best compatible with ventures, business organizations, research organizations, and tenders. This benefits the user of community cloud to know and analyze the business demand first.

      What are the 4 types of cloud computing? ›

      There are four main types of cloud computing: private clouds, public clouds, hybrid clouds, and multiclouds. There are also three main types of cloud computing services: Infrastructure-as-a-Service (IaaS), Platforms-as-a-Service (PaaS), and Software-as-a-Service (SaaS).

      What are the 4 cloud deployment types? ›

      There are four cloud deployment models: public, private, community, and hybrid. Each deployment model is defined according to where the infrastructure for the environment is located. There are three main cloud service models: Software as a Service, Platform as a Service, and Infrastructure as a Service.

      What are the 3 basic components of cloud computing? ›

      Cloud computing is a general term for anything that involves delivering hosted services over the internet. These services are divided into three main categories or types of cloud computing: infrastructure as a service (IaaS), platform as a service (PaaS) and software as a service (SaaS).

      What are the 7 categories of software? ›

      This classification has seven major elements. They are: platform and management, education and reference, home and entertainment, content and communication, operations and professional, product manufacturing and service delivery, and line of business.

      What is full license Salesforce? ›

      A license itself is the specific agreement between Salesforce and a particular customer, which defines functionality for that customer org. An org typically has multiple licenses that together comprise all its available features and services.

      What is Salesforce community used for? ›

      What are Salesforce Communities? Salesforce is a San Francisco based company that provides customer-relation management (CRM) software solutions. Above all, Salesforce communities are brand spaces that work to facilitate collaboration and connection for employees, business partners, and customers.

      Is Salesforce communities the same as community cloud? ›

      So, Salesforce has replaced Community with the Experience Cloud Site in Experience Builder, Experience Workspaces, and other areas. The Experience Cloud provides a way to build communities and portals, forums, sites, and mobile apps to handle the organization's content.

      How many types of clouds are there in Salesforce? ›

      Salesforce offers six major types of clouds: Sales Cloud, Marketing Cloud, Commerce Cloud, Service Cloud, Experience Cloud, and Analytics Cloud. There are nine other types of clouds in Salesforce for specific applications and industries, including a new Vaccine Cloud for managing COVID tests and vaccines.

      Is experience cloud part of service Cloud? ›

      What Is Experience Cloud? - YouTube

      What's the difference between Salesforce sales Cloud and service Cloud? ›

      Service Cloud is an add-on to Sales Cloud. Sales Cloud includes Cases and Email-to-case, whereas Service Cloud includes features like Entitlements and Milestones. It is mainly omnichannel. The console is an added feature in Service Cloud, setting it apart from Sales Cloud.

      What are the 4 types of community? ›

      Why not consider exploring the other four types of community.
      ...
      You can classify every type of community by the purpose that brings them together.
      • Interest. Communities of people who share the same interest or passion.
      • Action. ...
      • Place. ...
      • Practice. ...
      • Circumstance.
      23 Nov 2010

      What are the 6 community dimensions? ›

      The National Wellness Institute promotes Six Dimensions of Wellness: emotional, occupational, physical, social, intellectual, and spiritual. Addressing all six dimensions of wellness in our lives builds a holistic sense of wellness and fulfillment.

      What is the difference between site and community in Salesforce? ›

      Using communities you are provided the ease to use preconfigured templates, branding styles, edit pages etc . Sites basically came in use when you want to add programmable logics, workflows, Visualforce capabilities to your custom pages and Web applications. I hope you find the above solution helpful.

      Who sees what Salesforce Experience Cloud? ›

      Standard Salesforce user sees records that they own, and records that they have access to (based on sharing rules) across all sites and their internal org. Chatter Free user can't access records.

      Is Salesforce Experience Cloud a CMS? ›

      Salesforce CMS is a hybrid content management system (CMS) where you can create, edit, organize, and manage digital content from a centralized location.

      How do I enable Experience Cloud in Salesforce? ›

      Enable the Experience Cloud Site in Your Org
      1. From Setup, in the Quick Find box, enter Experiences, and then select Settings.
      2. Select Enable Digital Experiences.
      3. Enter a domain name for your communities, and click Check Availability to make sure that it's not already in use.
      4. Save your changes.

      How much is a Salesforce license per year? ›

      Salesforce CRM Pricing
      EssentialsProfessional
      Starting Price (per user per month, billed annually)$25$75
      Max Users10Unlimited
      Lead Management
      Opportunity Management
      9 more rows
      19 Sept 2022

      Are there free Salesforce licenses? ›

      Force.com Free Salesforce license is for users who need access to a single custom application but not standard CRM functionality. Essentially the same rights as Force.com – One App users but they do not have access to accounts and contacts.

      How do I get more licenses in Salesforce? ›

      Go to “Home” in Checkout and click "Add More Licenses" or "Buy More Products“. Once you select the products and enter quantities, add to cart, accept the terms and place the order. Your order will be confirmed and within 15 minutes the products or licenses will be activated!

      What are the four 4 main Creative Commons license types? ›

      Each CC license is made up of one or more of four license elements: Attribution (BY), Share Alike (SA), NonComercial (NC) and No Derivatives (ND).

      What is the most common license type? ›

      Although it may seem odd to jump into the middle of the alphabet to start, a Class D license is the most common type of driver's license. It is what most people on the road have.

      How many CC licenses are there? ›

      The Creative Commons License Options

      There are six different license types, listed from most to least permissive here: CC BY: This license allows reusers to distribute, remix, adapt, and build upon the material in any medium or format, so long as attribution is given to the creator.

      Can a user have 2 roles in Salesforce? ›

      Users can only be assigned to one role. This makes security cumbersome. For example, If a member of staff fills in for someone else, then there is no way to assign them to their main role and their temporary role at the same time.

      Can you have multiple communities in Salesforce? ›

      To reach those communities most effectively, Salesforce allows you to create multiple communities that serve different purposes and needs for your brand. There are three distinguished types of communities that can be created, each tailored to the community members.

      Can two profiles have same user in Salesforce? ›

      Yes, this is possible that two or more users have the same profile in the Salesforce. But a single user cannot have more than one profile.

      Can you share Salesforce licenses? ›

      Salesforce Usage Limits - Salesforce policy prohibits the use of login sharing, sharing of user credentials, shared logins or passwords. User logins must not be shared across multiple users. Please assign one user account for each individual user license login. Login credentials may not be shared.

      What is the difference between licensing and SaaS? ›

      In a SaaS model, the users' information is stored with the software company, and such a company is required to provide reasonable data protection safeguards to the users. However, in a software license model, all information is stored on the user's hardware, and the user himself manages the security aspects.

      What is a soft license? ›

      A software license is a document that provides legally binding guidelines for the use and distribution of software. Software licenses typically provide end users with the right to one or more copies of the software without violating copyrights.

      What is community or Experience Cloud in Salesforce? ›

      Experience Cloud is an online social platform that enables companies to connect customers, partners, and employees with each other — and the data and records they need to get work done.

      Is Salesforce communities now Experience Cloud? ›

      Salesforce Community Cloud Becomes Experience Cloud Now!

      Since the Salesforce Community platform allows you to construct more than simply communities, it was recently renamed Experience Cloud. Salesforce Experience Cloud enables enterprises to create and manage communities more effectively.

      What is the difference between the Salesforce community cloud and the service cloud? ›

      Sales Cloud offers Web-to-lead functionality, whereas Service Cloud offers Web-to-case functionality. Salesforce Service Cloud makes connecting one-to-one with every customer, across multiple channels on any device, extremely easy.

      What does cloud experience mean? ›

      Simply put, cloud computing is the delivery of computing services—including servers, storage, databases, networking, software, analytics, and intelligence—over the Internet (“the cloud”) to offer faster innovation, flexible resources, and economies of scale.

      What is the difference between Salesforce site and community? ›

      Using communities you are provided the ease to use preconfigured templates, branding styles, edit pages etc . Sites basically came in use when you want to add programmable logics, workflows, Visualforce capabilities to your custom pages and Web applications. I hope you find the above solution helpful.

      What are the different types of communities in Salesforce? ›

      An organization can build a community to meet any number of needs, but there are three main community types in Salesforce: Customer communities. Employee communities. Partner communities.

      What is the purpose of community cloud? ›

      A community cloud allows users to connect to the same environment, with their sessions segmented logically. This removes the need to have separate servers to fulfill the same requirements across organizations.

      What are the three visibility options available in Experience Cloud? ›

      Default Data Categories Visibility settings

      There are three variations of visibility: all categories, none, and custom.

      Which Cloud is best in Salesforce? ›

      Salesforce Sales Cloud is perhaps the company's most popular cloud. It automates the sales process, drives lead generation, and facilitates communication across multiple channels. Sales Cloud is used by sales reps and sales managers in both B2B and B2C segments.

      What are the four license in service Cloud? ›

      Salesforce Service Cloud comes in four different pricing tiers: Essentials, Professional, Enterprise and Unlimited: This level is marketed toward small customer service teams.

      What is the difference between community and hybrid Cloud? ›

      However, cloud computing is continually evolving and cloud-service providers (CSPs) may offer hybrid clouds that combine features of both the public and private models. Community clouds are a recent variant of hybrid clouds that are built to serve the specific needs of different business communities.

      What is the benefit of using community cloud in comparison with private Cloud? ›

      Similar to a private cloud deployment model, with very limited access to user information, community cloud models offer enhanced data security and information privacy. Collaboration. With the availability of data sharing between organizations on the community cloud, users can collaborate and undertake joint projects.

      What are 5 key terms that describe cloud computing? ›

      Cloud Computing Key Terms, Explained
      • XaaS (Anything-as-a-Service) This is a generic term which refers to any service which is available as cloud enabled service through internet. ...
      • Software-as-a-Service (SaaS) ...
      • Platform-as-a-Service (PaaS) ...
      • Infrastructure-as-a-Service (IaaS) ...
      • Public Cloud. ...
      • Private Cloud. ...
      • Hybrid Cloud.
      9 Jun 2016

      What is cloud and its benefits? ›

      Cloud computing is the delivery of computing resources, such as IT infrastructure or data center over the internet. This model allows businesses to rent storage space or access software programs from a cloud service provider, instead of building and maintaining their own IT infrastructure or data center.

      Videos

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      5. Community Cloud tutorials | Salesforce Community Cloud
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      6. Best Practices around Designing, Building, and Deploying Experience Cloud Sites | Developer Days ANZ
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