As a reminder, Salesforce Communities are a way for people that are external to your organization, or perhaps external to people that use Salesforce inside your organization, to get access to your Salesforce data.
A Salesforce Community can connect the knowledge to you, and you to your customers.
This means everything you build in your community is contained by you. You are the author of anything that your customers see.
You may opt to contain, for example, internal documents that don’t get exposed to your customers. This is called restricting access.
With anything you put in your community, you have the ability to restrict what is being seen by your customers; and by the knowledge you input, we refer to the promotions you do all year about who you are as an organization in Salesforce.
This knowledge refers to the brand messages you seed out in your Salesforce Community throughout the year.
By doing this in your Salesforce Community, you get your message out there and then have your other community users engaging in discussion about your brand.
Salesforce Communities provide restricted access to your data to offer you control as a brand. The benefit of being able to show customers what you want to show them in your Salesforce Community is huge.
Salesforce Communities also provide a social communication channel for customers that can be set up to be used between customers or between internal users.
When a person logs into your Salesforce Community, since you control the content they can view, you decide what type of information they have access to.
For example, for internal users, you may have a community specific to that type of user that only gives them access to HR documents, while external users may only have access to a community that provides support or helpful tips.
Salesforce Communities provide reportable, actionable data you can use in your day-to-day processes.
A good example of actionable data in Salesforce Communities is when IT support handles cases with internal users.
You can see how many open cases there are and get more details about who is spinning “I forgot my password” or “my computer is broken” requests, for example.
By using Salesforce Communities, you can create stronger organizational alignment and increase your ROI.
Salesforce Communities have been shown to lead to 2x larger closed deals, 2x more pipeline, 33% greater product adoption, and 85% more upsell and cross-sell opportunities.
Explore the possibilities of Salesforce Communities further when you watch Ledgeview’s on-demand webinar, “What’s Possible with Salesforce Communities.”