Complete Guide To Salesforce Experience Cloud Implementation
Table of Contents
Businesses today have understood that employee and stakeholder experiences are as valuable as the customer’s. Therefore, they not only prioritize customer experiences and satisfaction but also give equal importance to the employee’s and stakeholders’ experiences.
And Salesforce Experience Cloud can help you manage the same. It keeps customers and partners satisfied and connected with a common thread throughout your business lifecycle. Through online communities, you can keep your customers and partners engaged and close to the brand.
This is what makes Salesforce Experience Cloud an impeccable tool for facilitating connected experiences. Its successful implementation can bring all these benefits to your business, facilitating growth and improved engagement.
Hence, this blog serves as an excellent guide for learning everything there is to know about Salesforce Experience Cloud implementation.
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Best Practices to Follow Before Salesforce Experience Cloud Implementation
While it may be tempting for you to start building an Experience Cloud site right away, because of its versatile feature offering, it is advisable to take time to carefully consider which combination of features will be most effective in achieving your goals.
While we cannot cover every planning aspect, the following topics highlight some of the best practices that you should consider and integrate into your overall plan before implementing.
1. Identify The Vision And Objectives Of Your Site
Before entering right into the development stage, it is best to clearly discuss the objectives of your site.
Consider asking these questions:
- Why are you building this particular site or portal on the Experience Cloud?
- What is the outcome that you want to achieve?
- What will this portal do for your business, or how will it benefit your business?
- Will the portal be centric to your customers, employees, or stakeholders?
- Who will be the users that could leverage this portal?
It is advised to brainstorm your idea and the outcomes related to it. You must discuss it with your team to draw the vision and objectives of creating an Experience Cloud site and what you want it to accomplish through it. As different members offer different insights, you get a clear idea of all the things that you want to incorporate into your site, helping you draft a well-detailed plan. Plus, it eases the development process as you have a clear path designed.
With Experience Cloud, you can easily build sites to ensure the delivery of a customer-first experience to everyone at a good speed.
2. Determine Roles For Experience Cloud
Implementing the Experience Cloud site comprises multiple roles like development, designing, or maintenance. It is not a single-person job and requires technical expertise across multiple areas. Therefore, each role comes with its own responsibility and skill set, requiring technical as well as non-technical expertise.
Hence, it is important to determine all the roles and responsibilities prior to implementation. Also, you must grant the relevant permission for a resource to the right person, so there is no scope for false permission access to irrelevant users.
Keep this in mind while assigning the task as well. Ensure you have assigned the right task to the right person at the right time to ensure a streamlined implementation of the cloud.
Depending on your organization’s size and how you plan to scale your site, assign roles to different people and make them responsible for carrying out role-related tasks.
3. Work On Content Management Strategy
If your site plan contains a lot of content, then a proper content management strategy is what you need. This strategy will be centric on creating, organizing, managing, and optimizing content to educate the right user at the right time.
When the right content is displayed to the right people at the appropriate time, it makes a great impact and delivers the result that you are seeking. Construct a content management plan and empower its different scenarios with the capabilities of Experience cloud offerings.
4. Keep Track Of Customer Journey And Level Up Your Engagement Approaches
To enhance customer engagement and create a personalized site experience, the foremost step is to understand your customers’ needs and preferences.
Salesforce Experience Cloud offers powerful features to track and analyze customer behaviors, create targeted content, and facilitate interactions within your customer community.
More into it, by integrating it with other Salesforce products, you can create a seamless omnichannel experience and deliver value to your customers.
5. Do Not Forget Mobile: Every User Keeps It Close.
Today, every user is accessible through mobile devices; they all feel at ease interacting with any business over the Internet, without utmost convenience. This convenience has increased the amount of customer interactions that take place over mobile devices.
Hence, if you do not have ‘building a mobile-friendly site’ on your list, then prioritize it immediately. Also, keep in mind to offer an easy-to-navigate and clear site to your customers. An OuterBox report revealed that 40% of users immediately move to the competitor if their mobile experience is bad.
Aim to create a mobile-responsive site to accelerate your reach among prospective customers.
6. Train Your Employees
Make sure that your employees are aware of the implementation decision and know the potential of Salesforce Experience Cloud. The cloud offers a user-friendly interface, but is it your responsibility to make sure that your employees are well-versed in what it is and how it can benefit your business?
A one-time training session is a must for your employees to understand the navigation across the portal. They must understand what all they can build using this platform and where they can find various components. Moreover, one-time training might not be enough, and you should provide them with continuous support. Also, they can access relevant knowledge bases and other support resources that Salesforce offers.
7. Consult A Salesforce Implementation Partner
It might happen that your technical teams are not well versed in Salesforce implementation or they lack the bandwidth and expertise to implement Experience Cloud. This might hamper your implementation process’s efficiency and might not guarantee a successful implementation.
In these cases, it is best to seek Salesforce implementation services from a reliable partner who has all the expertise and skills to ensure a successful implementation. They provide Salesforce experts across various domains who listen closely to your implementation requirements and develop a tailored solution that best fits your business needs. Also, they offer reasonable pricing and hiring models, allowing you to choose your preferred one.
Step-by-Step Process Of Salesforce Experience Cloud Implementation


Steps to Enable Digital Experience –
Following are the steps to enable Digital Experience:
- To set up Digital Experience, search for Digital Experience setting in Quick Find Box and click on it.
- Now click on the Setting button to enable Digital Experience.
- A new section will appear when you select the checkbox for naming the domain name. Select the name of your domain very carefully, as you won’t be able to change it once it is created.
- After finalizing your domain name, click on save.
You can now create several communities based on your license.
Check out how you can create a community –
After enabling it, you next should create a new one and make it available to the end users.
- Search for “All Sites” in setup and select it.
- To create a new Experience Site, locate the New button and click on it.
- A page containing pre-defined templates you can later use for your community based on the requirements will appear. For instance, if you’re creating a community for customer support, you can opt for the Customer Service template. Additionally, you can create and customize your templates.
- Click Get Started on the next page after selecting the template.
- Name your community, add a unique value at the end of the URL, and complete the process by clicking the Create button.
NOTE: You can only create one community without a custom URL if you own multiple communities. Because all the communities are under the same domain name, they can be differentiated via a custom URL path.
Once your community is created in the Salesforce Org, you will automatically be redirected to the community workspace. In this workspace, you can create and customize community pages, their interface, etc. Also, you can manage the community members from this workspace itself.
The next step is activating and publishing the community to make it accessible.
Activate the Experience Site –
Follow the below steps to activate the community:
- Locate and click on All Communities from Setup.
- Go to Workspaces
- Click on Administration.
- In the left panel, go to Settings and click on Activate Community button.
Congratulations, your community is now activated. The last and final step is to publish it.
Publish the Experience Site –
Complete publishing of the Experience Site with these simple steps:
- Go to All Sites in Setup and then to Builder.
- From the top right corner of Builder, click on Publish.
Voila! Your communities are all set for end-users.
Salesforce Experience Cloud: Licenses and pricing
Following are the Salesforce Experience Cloud’s available licenses, the features that come in, and their pricing.
Self-Service Pricing
You get self-service options in other editions of Experience Cloud; however, if you want additional functionalities, you can opt for this particular package.
This package offers two different licenses, including Customer Community and Customer Community Plus, with varied features and functionalities.
Let’s explore them:
Customer Community License: Priced at $2 per login or $5 per member
It provides the basic features that contribute to creating portals, communities, and more for connecting your customers, employees, experts, and other users across the world.
It is used for creating the best business-to-consumer experiences, having many external users who keep looking for familiar case objects or resources. Plus, it can be used with personal accounts.
It offers a versatile set of features, including:
- Digital Experience Management
- Customer Service and Account Portal Template
- Knowledge
- Case Management
- Lightning Flow Automation
- Service Catalog
- Experience Builder
- Site Templates
- Experience Workspaces
- Salesforce Content Management System
- Audience Targeting
- Service Objects
- Standard Objects
- Accounts and Contacts
- Files
- Chatter
- Topics and Recommendations
- Customer Identity Access Management
- Custom Objects up to 10
Customer Community Plus License: Priced at $6 per login or $15 per member
Best choice for B2C communities for providing their customers with top-notch collaboration and customer services without meddling with sales instances. This license offers delegated user administration, content libraries, reports & dashboards, and advanced (Apex, role-based) record sharing.
This license offers you all the basic features mentioned in the Customer Community License and some advanced features as well.
The advanced features are as follows:
- Roles and Advanced Sharing
- Delegated Administration
- Customizable Reports and Dashboards
- Advanced Sharing
- Data Storage: 1 MB per login or 2 MB per member
- API Calls/Day: 10 per login or 200 per member
Partner Community Cloud License: Priced at $10 per login and $25 per member
This particular license is a premium option for B2B businesses that are involved in distribution channel selling. Using this license, teams can access, create, and edit sales data and various Salesforce objects as per their respective communities’ needs.
It offers various key features that are centric to streamlining partner relationships. These include:
- Digital Experience Management
- Partner Central Template
- Lead Distribution & Deal Registration
- Marketing Development Funds
- Campaigns
- Channel Analytics
- Programs and Levels
- Custom Objects: 10
- Data Storage: 5MB/member or 1MB/login
- API Calls/Day: 200/member or 10/login
External Apps License: Priced at $15 per login or $35 per member
This license offers a customized experience to external stakeholders and dealers while also ensuring that customer loyalty and brand engagement are maintained.
It allows your teams to perform high-level customizations through CRM and custom object functionality. The dealers, supplier portals, vendors, marketplace owners, and franchisers can make the best of it by putting every feature to use.
The various features it offers include:
- Low-Code Builders and Platform
- Identity for Customers and Partners
- Additional Integration and Development Capacity
- Partner Relationship Management
- Case Management
- Roles and Advanced Sharing
Note: If a user logs in multiple times in a day, that login will be counted as one per user only.


The Final Words
To enhance your company’s growth, Salesforce Experience Cloud is a valuable tool to consider. It offers communities that bring your customers, employees, and experts together to have discussions and solve issues. It offers your clients a way to communicate with your business and each other, resulting in exceptional customer service.
More into it, a Salesforce implementation partner can help you reap the benefits of increased customer engagement, sales, and heightened customer satisfaction. Plus, stronger employee connections, the ability to collaborate with your customers, and complete access to data insights are added advantages.
No matter the size of your business, an implementation partner can create a fully functional portal for your customers and tailor the online customer experience to meet your needs.
At Cyntexa, we have over 400+ Salesforce experts who are versed in Salesforce Experience Cloud implementation and other services. If providing value to your customers is a priority, connect with our experts to discuss your plans.
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Frequently Asked Questions
Salesforce Community Cloud is a platform that enables businesses in creating online communities for customers, partners, and employees. It enables organizations to connect with their stakeholders, share information and collaborate in a secure, branded environment. With Salesforce Community Cloud implementation, businesses can ensure evolvement of best interaction practices among customers, employees, and partners.
Some of the key features of Salesforce Community Cloud include:
- Personalized Interaction: This feature helps to create a personalized experience for customers and partners, allowing them to easily find the information they need.
- Customization Options: This feature offers a variety of pre-built themes and templates to ensure that your communities match your brand image.
- Create Better Engagement: This feature allows you to create online communities and keep members active and engaged.
- Community Management & Analytics:This feature provides valuable insights into your community members' behavior and interests, enabling you to customize and optimize your services and products based on their needs.
Salesforce Community Cloud is suitable for organizations of all sizes and across various industries. Salesforce Community Cloud can be modified as per the specific needs and requirements, irrespective of the size and industry of your organization.
Yes, Salesforce Community Cloud offers a range of customization options that allow you to create a branded, mobile-responsive community portal that matches your organization's look and feel. You can use templates and themes, or customize the layout and design using CSS and HTML.