Description

Introduction

Salesforce Experience Cloud enables organizations to create branded digital experiences such as partner portals, customer communities, employee hubs, and public websites. It connects customers, partners, and employees with CRM data to drive collaboration, engagement, and self-service at scale.

Learner Prerequisites

• Basic understanding of Salesforce CRM
• Familiarity with user roles, profiles, and sharing rules
• Knowledge of Salesforce navigation and object model
• Basic understanding of digital collaboration or portal concepts

Table of Contents

1. Introduction to Experience Cloud

1.1 Overview of Experience Cloud
1.2 Evolution from Communities to Experience Cloud
1.3 Key Features and Capabilities
1.4 Experience Cloud Use Cases
1.5 Licensing and Access Types

2. Experience Cloud Architecture

2.1 Experience Builder Overview
2.2 Templates and Themes
2.3 Data Model and Object Access
2.4 User Roles and External User Types
2.5 Sharing Sets and Sharing Rules

3. Setting Up an Experience Site

3.1 Enabling Digital Experiences
3.2 Creating a New Experience Site
3.3 Choosing Templates
3.4 Configuring Branding and Themes
3.5 Domain and URL Configuration

4. Experience Builder Customization

4.1 Page Structure and Layout
4.2 Standard and Custom Components
4.3 Navigation Menus and Content Organization
4.4 Audience Targeting
4.5 Branding with CSS and Design Tokens

5. User Management and Security

5.1 External User Profiles and Permission Sets
5.2 Role Hierarchy for External Users
5.3 Login and Registration Configuration
5.4 Single Sign-On (SSO) Setup
5.5 Data Visibility and Record Access

6. Content Management

6.1 Salesforce CMS Overview
6.2 Creating and Managing Content
6.3 Knowledge Integration
6.4 Files and Document Sharing
6.5 Content Personalization

7. Collaboration and Engagement Features

7.1 Chatter in Experience Cloud
7.2 Case and Record Access in Communities
7.3 Partner Relationship Management (PRM) Basics
7.4 Self-Service Capabilities
7.5 Surveys and Feedback Collection

8. Automation and Integration

8.1 Flow Integration in Experience Cloud
8.2 Process Automation for External Users
8.3 API and Third-Party Integration
8.4 Integration with Sales Cloud and Service Cloud
8.5 Embedding External Applications

9. Reporting and Analytics

9.1 Standard Reports for Community Usage
9.2 Custom Dashboards
9.3 Tracking Engagement Metrics
9.4 Monitoring Login and Adoption Trends

10. Deployment and Best Practices

10.1 Testing and Previewing Sites
10.2 Publishing and Maintenance
10.3 Performance Optimization
10.4 Governance and Compliance
10.5 Scaling and Future Enhancements

Conclusion

Salesforce Experience Cloud empowers organizations to build secure, scalable, and engaging digital experiences that extend CRM data beyond internal users. By mastering setup, customization, security, and automation, administrators can deliver seamless collaboration and self-service solutions for customers and partners.