Difference Between Salesforce Experience Cloud And Community Cloud

Establishing strong relationships with clients, associates, and personnel is essential for business expansion and long-term success with Salesforce Customer Portal. But these days two names are conducting the biggest debate in the world of Salesforce: Experience Cloud and Community Cloud.

The Experience Cloud and the Community Cloud, which are products of Salesforce, a big player in the CRM market, are designed to promote community engagement.

Organisations should know how to distinguish the characteristics and functionalities of these communication platforms to choose the best for their requirements.

The experience cloud and community cloud differ regarding the features, capabilities, and best application scenarios. Keep reading to uncover end to end differences.

About Salesforce Community Cloud

In 2013, Salesforce introduced Community Cloud, a breakthrough product that transformed how companies interacted with various stakeholders. Community Cloud’s main functionality is delivering pre-configured online communities featuring tools for communication, content sharing, and resource access.

It is a tool that can be tailored to address the digital needs of every organisation, whether it be providing support, building partner networks, or boosting employee morale.

Key Features of Community Cloud

• Personalisation and Branding: Community Cloud is the right online community platform for achieving this since many customisation options are available. You can match your corporate identity in terms of design and functionality using this platform. Brands could eventually dispense with the need to design a physical version of their premises using customizable brand elements like logos, slogans, and mascots. While this way is possible exactly thanks to their unique skill, it is also hard for the ones trying to follow many different paths at once.
• Collaboration and Engagement Tools: The collaboration and engagement capabilities with all possible communities are the cornerstone of Community Cloud. They make working as a team and communicating, no matter what the community is, a piece of cake. Community services architecture includes features like discussion boards, chat in real-time and file sharing facilities. Besides the argument, it becomes a review, wonderful question prompts and a shared knowledge platform.
• Integration with Salesforce CRM: One of Community Cloud’s distinguishing qualities is its seamless interaction with the larger Salesforce ecosystem. It also works well with Salesforce CRM. The two systems work together, allowing businesses to use customer data for targeted marketing within their online communities, personalised interactions, and actionable insights.

About Salesforce Experience Cloud

With the launch of Salesforce Experience Cloud in 2020, the next step in the digital world from Community Cloud, the point is made so much clearer that digital transformation is a new reality.

Extending the offshoot’s efforts, the Experience Cloud designates no longer confining communities with the strong allowance of AI to personalise the experience per a set of communication channels.

With the integration of the Salesforce Customer Portal into the Experience Cloud, self-service capabilities for customers are improved, and platform resources and support are made easier to access.

Key Features of Experience Cloud

• Omnichannel Experience Delivery: Experience Cloud launching is going to be entering a new era in the delivery of digital experience – linkages now could be created across channels like the Web, smartphones, social media, etc., where personalised experiences will become a consistent communication standard. In addition to the smart content delivery system and responsive design methodology, Experience Cloud also ensures a consistent experience across all devices and platforms by the user.
• AI-Powered Personalisation: Experience Cloud – is a fully-fledged AI engine that, by performing a deep analysis of user behaviour, preferences, and contextual clues, provides the most relevant, personalised content with instant recommendations. Experience Cloud helps organisations by enabling them to upgrade interactions from the beginning stage of the customer experience or journey to the end. Machine learning algorithms can underplay the importance here, and a deep involvement of the user is what drives the greater engagement.
• Integration with Salesforce CMS: Experience Cloud and Salesforce CMS are married together to form a single content management platform dedicated to website content management and delivery via a multi-channel digital channel approach. By means of this back-end interface, they can choose the paths for their workflow that improve the quality of content creation, as well as curation and distribution. It helps to bring together all the brand touchpoints for the exhibitor, creating an experience that is unified and engaging, and this serves as a powerful tool to draw the audience throughout the customer journey.

Distinguishing Between Community Cloud and Experience Cloud

Scope and Focus

The main objectives of online communities are to engage and collaborate among different stakeholders, including employees, partners, and customers. Conversely, the Experience Cloud has a more comprehensive view. It could easily go beyond conventional communities to cover wider aspects of digital experience delivery, such as portals, websites, mobile apps, and more.

AI and Personalisation

While the platforms are generally configurable and customisable, Experience Cloud delivers a more adaptive nature using strong AI features with time-based content and recommendations for news updates. Embracing Experience Cloud with internal machine learning technology allows businesses to make each customer interaction bespoke by monitoring the personalised information and delivering the services, which will be engaging and eventually prompt the customers’ loyalty.

Modular Approach Vs. Customisation

With Community Cloud, you can waste branding and customisation; thus, there is the opportunity to change the visual design and functionality of the online communities in your shop. The primary reason for custom modular home builders is the difference in the construction plans. At the same time, Experience Cloud development depends on a modular approach that allows you to create product and platform components quickly personalised to meet your needs. This development is the main reason for quickly creating educational digital interfaces.

Content Management and Integration

Experience Cloud’s seamless integration allows you to easily manage and deliver content across all your digital touchpoints. Organisations can now create cohesive brand experiences that cut across channels thanks to this integration’s improved content governance, versioning and distribution capabilities.

Conclusion

When it comes down to it, Salesforce Community Cloud and Experience Cloud are two of the most powerful platforms out there for digital engagement and personalisation. Community Cloud is great at creating communities online that are designed to be interactive and collaborative. Still, Experience Cloud is the next step, covering a wider range of digital experience delivery use cases like portals, websites, mobile apps, and more. Organisations can make a well-informed decision to leverage Salesforce’s suite of solutions, create lasting connections, and drive meaningful interactions with stakeholders in the digital age.

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