in this video series we are going to learn Salesforce experience Cloud using Salesforce experience Cloud we will be creating a website completely from scratch with no code again we will use or we will leverage Salesforce out of the box templates and then we'll tweak the templates to meet our requirements again we will do everything without writing a single line of code so uh we'll we will just start the business use case and then we will try to understand what are the three things that we should remember when we deal with experience cloud and then briefly we will touch on the we'll touch upon the design steps that we are going to follow in this entire entire training entire learning course so the first thing is let's pick up a business use case and then we'll just see how we can we can implement this business use case using experience Cloud so this business use case it's for a company named the travel HUD so basically it's a it's an online travel company that helps travelers to book hotels to search for the flights to you know to look for cabs and Route planners etc etc so right now the company you know does not have a website specifically for The Travelers or the customers so but they are using Salesforce CRM for managing All The Travelers details on the booking information everything is available right in the Salesforce CRM so right of the company's requirement is to improve the customer relationship and decrease this service cost typically Travelers when they book for booked a flight or when they uh booked a hotel if they have any further queries they they give a call to the service team of Travelodge company and then the trip and the service team will address the customer issue isn't it so that's how currently it is working so so this is what the the company is trying to are looking forward to reduce so instead of uh instead of utilizing the service team the company is looking to create a website and most of the common uh common asks from the customer it's going to put up on the on the customer portal so there's a Travelers you know can look into that uh can can go to the website and then take a look at the the common asks and also you know a community is going to be built so they can also post their questions and other Travelers can also you know share their share their responses or answer to that queries right so basically we need to build a customer portal all right and uh yeah so this will drastically reduce the effort or the effort from the customer support agents yeah and if that is a question from The Traveler from the customer which is not able to address you know through the website right then you know the The Traveler or the customer can can create a a case you know so that the customer service representative can take a look at the case and then you know and then provide as a resolution to the customer so that is also that is also you know one of the requirements from the travel hat company so this is a business use case for which we are going to build a complete you know customer portal yeah so one good thing is the travel ad company is using Salesforce CRM for managing All The Travelers so you know we can use that to set up accounts for the customers right to access the customer portal yeah we will also get the you know get the we'll also make it uh public so that any users right that do not have a login access to this portal can also still see the information as in you know the Articles uh you know uh common uh asks from the other customers Etc right so we will make it available for guest users also okay so all these things we're going to do it and this uh in this learning course so uh three pillars yeah so we will talk about the Salesforce setup and this is where you know uh this is this is where we configure the website yeah we enable the website we enable users to access the website and also we control the the security what users can see in the website what users can do in their website so all the security related settings you know we will use our Salesforce setup to do it so this is one of the primary things that that one should remember when we use the Salesforce experience Cloud the first one the second one is experience workspaces so the moment you create a website or enable a digital experience in Salesforce you will you will get to see uh different options uh not just building a website you can also able to manage the content that needs to be put up on the website so for which we have a separate content management available in experience Cloud which you will find it configurable right in this experience cloud and also you can able to monitor how many users are accessing the site and using the dashboards Etc so you also are able to moderate the content so when you enable a community people will post on questions so you may want to monitor the questions being posted by the by the community users and you want to regulate it as either you know you want to review and then you know know ensure the comments are posted on the site or you want to automatically filter certain content based on some rules so you will configure everything right in this experience workspace so this is this is the next important pillar when you work with experience Cloud the third one is experience Builder and this is where you actually build the site it's all drag and drop you don't have to write a single line of code if you want to bring a header you know or if you want to change a menu a navigation bar uh for the users right for the website you can configure it right here so you can also use this to add or configure users that need to be given access to the to the site to the site also you can able to configure the the Styles the the look and feel of your website so you can add images to me images you can change the color of your experience site Etc you can do everything right within this experience Builder so Salesforce offers a handful of templates which we can pick and then you know further fine tune based on our requirements so we will see that how we can do it but these are the three pillars that one should remember when we deal with experience cloud and this is how you know we envision our final product would be so this is the one so this is how we are going to um we're going to you know build uh this is the final product that we are planning to build so so you will have an option to option given to the customers to search for anything you know let's say there is a question around uh you know pets so as you can just see there is an information put up on the website when the customer is looking for uh looking for a for hotels that allow pets isn't it so so looks like there is an article available so where the customer can just go directly and then take a look at the look at the information right and also the customer can see related information about chickens Accord etc etc so this way most of the queries that customers may have in their mind gets addressed instead of them reaching out to the service agent so this is the first thing we will you know we will configure and also this site also offers different information you know across different categories if you have any questions related to bookings yes you do have this bookings category under which uh you have you have you know different uh different uh questions you know questions or Q and A put up where the user can just see if their you know questions are answered and if not the user can anyways you know open a discussion so that other community members can also can also you know chime in and they can provide their suggestions Etc so that is also available on the portal so other than that uh the the team can also contact the or the customers can also contact the support team if they have a specific query that is not addressed by by the by the information put up already on the website so they can set up they can you know give a brief description about the about the question they have or the problem they face the submit and this gets created as a case back in the system so they can also track the cases that they have created yeah so who is working what is the current status Etc Etc they can able to manage all the queries as well that is being worked upon you know by the customer service agents so all these good functionalities are going to be introduced in our in our service in our customer community portal yeah again without write without writing uh writing a single line of code let us see how we are going to build that uh you know as we move forward