Salesforce Experience Cloud Lecture Notes

Introduction

• Overview of the video series:
  • Learning Salesforce Experience Cloud
  • Creating a website from scratch without coding
  • Leveraging out-of-the-box templates and customizing them

Business Use Case

• Company: Travel Hud
  • Online travel company (hotels, flights, cabs, route planners)
  • No existing website for travelers/customers
  • Currently using Salesforce CRM for traveler and booking management

Objectives of Travel Hud

• Improve customer relationship
• Reduce service costs
  • Customers currently call service team for queries
  • Need to create a self-service website for common queries
• Implementation Scope:
  • Customer portal for easy access to FAQs and community support
  • Ability for travelers to ask questions and get answers from peers
  • Option for customers to create cases for unresolved issues

Key Requirements

• Integrate with Salesforce CRM for customer account management
• Make portal accessible for guest users (public access for articles and common questions)

Three Pillars of Salesforce Experience Cloud

1. Salesforce Setup

   • Configure and enable the website
   • Manage user access and security settings

2. Experience Workspaces

   • Manage website content and monitor user access
   • Moderate community posts and regulate content based on rules

3. Experience Builder

   • Drag and drop site building; no code required
   • Configuration for navigation, look and feel, and user access
   • Use of various templates for customization

Final Product Vision

• Features of the Customer Portal:
  • Search functionality for FAQs (e.g., pet-friendly hotels)
  • Informative articles categorized by different topics (e.g., bookings)
  • Community discussions for unanswered questions
  • Ability to contact support for specific queries
    • Users can submit cases for service team to address

Conclusion

• Focus on building the customer community portal without coding
• Next steps in learning how to implement these functionalities