Salesforce Spring 21 Release Notes for Experience Cloud Overview

Spring 21 release comes soon and we’ve prepared a short overview of the most interesting features about Experience Cloud. Let’s take a closer look!

Welcome Experience Cloud!

Community Cloud was renamed Experience Cloud to better reflect all of the functionality that it contains. You can create not just communities, but also websites, mobile apps, help centres, portals and forums. 

So now you can access your communities (or Experience Cloud sites) from Setup – All Sites or Digital Experiences. 

To customize your site settings, go to Setup – Digital Experiences – Settings.

Users with Standard External Profiles can no longer log in to Experience Cloud Sites

Make sure you have reassigned all experience and portal users to custom external profiles before Spring 21 release goes live on your Production. This is because users who have been assigned standard external profiles will not be able to log in to the community after the update!

Here is how to reassign users to custom profiles:

  • In Setup – Profiles, click “Clone” next to the standard external profile.
  • In Setup – Users, choose a User, click “Edit” and reassign the standard profile with the custom one you created by selecting it from the list of profiles.

Build Reports on Question Response Time

Now you can easily know how long it takes to get the First Answer or Best Answer in community feed without a calculation!

You can build a custom report that calculates the time to the first comment and to the best answer for every question asked in Chatter. 

To start using this feature, go to:

  • Setup – enter Report Types in the Quick find box – click Report Types
  • Click New Report Type – choose Network Feed Responses Metrics
  • Continue to create a report in the usual way.

Note! 

– You can only calculate these metrics for Questions but not for other types of Chatter posts.

– You can only calculate these metrics for the questions created after the  Spring 21 release is available in your org.

Lightning Knowledge search results

You can now edit Knowledge search layouts and set up search not only by article titles but also by article body, summary, article number and any other fields that you need.

  • Knowledge should be enabled in your Salesforce org;
  • Go to site Workspaces – Administration – Preferences – select the “Use a profile-based layout for Lightning Knowledge search results” and save your changes.
  • Go to the Object Manager – Knowledge – Search Layout and add or remove the appropriate fields.

Guest user security policies enforced

We want to remind you that object permissions were restricted for the Guest user profiles. Guest users now can only have read and create access. 

All guest users with an already assigned permission set that contains View All, Modify All, Edit and Delete object permissions will be removed from the permission set or permission set groups. 

Outdated permissions with no app logic tied to them have already been removed from guest user profiles.

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Salesforce Is More Than Just a CRM

When people think of Customer Relationship Management (CRM), they usually imagine software that holds their entire customer data, like address, name, details of previous interactions, and other details in one place. Salesforce has completely changed the idea of traditional CRM. It merged all the features of a traditional CRM with a bunch of new unique tools and capabilities, offering its users MUCH more than ever before.

Is Salesforce a CRM?

Salesforce is a powerful CRM platform that millions of companies use to manage interactions with existing and potential customers. Built on the Customer 360 concept, Salesforce connects customer data from every step of their journey into a unified database of information. The Customer 360 feature helps deliver better customer experiences, build efficient engagement strategies, and make smart business decisions. 

Salesforce as a CRM provides companies with all the necessary tools to collect and manage customer data from multiple channels, and build more precise customer profiles. Companies can deliver exceptional service and build solid, long-lasting relationships with the knowledge of their customers’ needs and preferences. 

What Does Salesforce Do Exactly?

Salesforce CRM provides customers with cloud technologies to better connect and collaborate with customers and partners. Extremely popular in different areas and business sectors, it’s become an industry leader that doesn’t have analogies. 

The Salesforce platform unites marketing, sales, commerce, and customer service tools under one roof, helping you grow your business, raise productivity, and earn more. 

It has long ceased to be just a CRM. So, what’s so special about it?

The Salesforce CRM platform is about three important things:

  • SaaS (Software as a Service). Salesforce is a SaaS provider that delivers software services and applications over the Internet, allowing you to access the system anytime, through any computer with an internet connection. 
  • PaaS (Platform as a Service). As a PaaS platform, Salesforce provides development and deployment tools, allowing you to build your own applications and websites easily, and quickly.
  • IaaS (Infrastructure as Service). As an IaaS provider, Salesforce delivers the infrastructure you need to run your apps, including virtual servers and storage disks.

Benefits of Salesforce CRM

Salesforce CRM is an invaluable tool for long-term growth. It helps companies better understand what their customers are looking for and shapes the roadmap to a better future. We’ve prepared the main Salesforce advantages so you can see how this platform may help your organization.

All your data in one place

Keeping all your historical data in one place from all departments, Salesforce helps you build a truly customer-centric organization focused on the customer experience. 

Optimized processes

Salesforce ensures effective time management with robust automation features. Providing a set of automation tools (i.e. Lightning Flow, Approvals, Process Builder, Workflow) allows you to automate your organization’s repetitive business processes, saving time and resources in delivering a better, faster customer service.  

Simplified collaboration

Salesforce unites your marketing, sales, commerce, and customer service teams under one roof, allowing seamless and productive collaboration. By providing a single shared customer view, every team member has access to the same data. It helps to deliver better customer experiences, build efficient engagement strategies, as well as make thoughtful forecasts and predictions.

Statistics and reporting 

Salesforce offers a robust suite of reporting tools to monitor your business performance and progress. Create dashboards to visually showcase data in action and define key business metrics in real time.  

Advanced security

When it comes to cloud platform security, no one place is better protected than Salesforce. All data is stored inside Salesforce, ensuring superior protection from unauthorized access and totally controlled accessibility. 

Which Companies Use Salesforce?

Salesforce CRM software is widely used by companies in different industries, helping businesses fulfill various activities and achieve many goals. It’s the best CRM solution for healthcare, manufacturing, IT/high tech, e-commerce, non-profits, member organizations, higher education, communications, financial services, and many other sectors… 

Note! Know more about Salesforce for associations and member organizations. See how they benefit from using Salesforce for their business in our article.

Over 150,000 customers are flourishing on the secure, scalable Salesforce cloud platform. Salesforce’s top clients include Walmart, Spotify, Amazon, Macy’s, American Express, and many more. 

Top Salesforce Features Overview

Designed for service, marketing, and sales, Salesforce delivers the best CRM integrations and tools to help companies of different sizes, in various industries, create more meaningful, long-lasting relationships with their customers and partners, boost sales and improve productivity. 

We’ve prepared some of the top features you should know about before starting your journey with Salesforce.

Sales Cloud

One of the core Salesforce products, Sales Cloud is created especially for salespeople to help them sell more and faster. Sales Cloud allows you to keep all your customer data in one place, accessible by the whole team so that every team member can work on leads, prospects and opportunities faster to close more deals. Sales Cloud improves your lead management, leading to greater productivity, even on the go via the Salesforce mobile app. You can see how your sales team is progressing in real time, create reports and dashboards that measure performance, and track the progress of your business which is essential for growth and scale. 

reports and dashboards in Salesforce

Service Cloud

Service Cloud is another Salesforce CRM tool designed for support agents in providing a better service and resolving cases faster. 

You can leverage Service Cloud to:

  • Exceed customer expectations by personalizing your interaction in the contact center, chatbot, etc.
  • Analyze your CRM data with reports and dashboards. Track case history, chatbot activity, and service team productivity.

It’s no secret that service agents can help sales teams close deals. With the sales and service solutions on the same powerful, integrated platform, you’ll be able to let your sales and service teams operate as one! Teamwork is always the best way to boost sales and improve customer experience. 

Experience Cloud

Experience Cloud is a digital experience platform (DXP) that allows you to build customized websites, portals, and mobile apps, making connecting with your customers and partners more productive. 

With Experience Cloud, create beautifully branded digital experiences and multiple sites connected to your CRM, without writing code, to address different purposes and achieve multiple online objectives. 

Salesforce Experience Cloud

Note! One of the main Advanced Communities specializations is Salesforce Experience Cloud implementation. Feel free to contact us for more information or professional assistance.

Marketing Cloud

Marketing Cloud is a customer engagement platform empowered with a suite of various products and services to help you engage with your customers, and grow your company. Mobile Studio, Advertising Studio, Marketing Cloud Personalization and Journey Builder are only some of them. Use Salesforce Marketing Cloud to unify all customer data in one place. It can then be used to make every interaction with your customer relevant, human, and personalized. Connect with your customer via email, mobile, social, advertising, and the web — all in one place. Measure, report and optimize marketing performance by gathering valuable analytics about your budget and goals in real time. 

Marketing Cloud helps you reach your customers in a more personalized way, building trust and cultivating long-lasting relationships.

AppExchange

AppExchange is the official Salesforce marketplace for different things, such as apps, Lightning components, Flow solutions, and more – all built on top of Salesforce. Use AppExchange to find ready-made third-party solutions and apps to plug into Salesforce, extending its functionality. Make your business processes more efficient and your teams more productive. 

Advanced Communities has many apps and solutions for your business. Visit our listing page on AppExchange to see our complete range of apps, including AC MemberSmart (Salesforce member management app), AC Events Enterprise, AC Ideas Ultimate, AC Knowledge Management Enterprise, our one-of-a-kind AC Partner Co-Branding, AC Partner Marketplace, and many others. 

Salesforce AppExchange

Force.com Platform

Salesforce Platform is the app development platform that extends your CRM’s reach and functionality. Salesforce allows you to develop and deploy different cloud-based applications and websites depending on your requirements, without needing to be an experienced developer. Applications created in Force.com are connected to all the data stored in Salesforce. 

6 Ways You Can Use Salesforce for Your Business

Salesforce is the leading CRM platform that comes with a lot of standard functionality (think out-of-the-box products and features). It  helps companies run their business effectively and increase revenue.

Many companies use Salesforce for different purposes, depending on their specific needs and business goals. We’ve prepared some of the most common tasks businesses do with Salesforce.

  1. Boost sales. They use Sales Cloud to manage Leads and Opportunities, analyze statistics and measure their sales team’s performance.
  2. Optimize business processes. By getting started with Salesforce automation tools, such as Lightning Flow, Approvals, Process Builder and Workflow, they save time and resources to deliver a better, faster customer service.
  3. Engage with customers and partners. Companies make collaboration more efficient and productive by using Salesforce products and services, like Chatter and Slack, and create Experience Cloud sites (PRM portals or online storefronts).
  4. Connect people and create like-minded communities and websites with Salesforce Experience Cloud.
  5. Improve customer service and support. Businesses help their customers after a sale by using the power of Service Cloud and its features. They can manage Cases, create help centers or support portals to increase customer engagement, building long-lasting relationships.
  6. Market to the audience, driving engagement and retention. Using Marketing Cloud, companies make every interaction with their customer personalized, creating trusted relationships for many years to come. 

How can Advanced Communities Help You?

Have any questions, need help, or just looking for professional services? At Advanced Communities, our door is always open. Feel free to contact us at any time to receive more information about our products/services, or schedule a demo of our products.


New AC Partner Co-Branding app Available!

Not a season goes by without a new app or update from Advanced Communities and this winter is no different – the AC team is happy to introduce the NEW component for Experience Cloud – AC Partner Co-Branding!

Let’s take a closer look at why you should use the AC Partner Co-Branding component…

An AC Partner Co-Branding app is a tool for your community that allows your partners to generate different types of marketing co-branded assets by using their company details such as company name and logo on your marketing templates.

Co-branding partnerships encompass branding collaborations where each brand contributes its own corporate identity to create complementary marketing and sales resources.

To leverage successful partner management and adopt the best Experience Cloud practices, AC Partner Co-Branding provides your partners with an access to a special library of customisable resources including Fact Sheets, White Papers, Industry Brochures, and Event Leaflets.

The AC Partner Co-Branding component features a library of marketing assets with customizable templates (pdf, pptx, docx) to help Partners easily customise and generate relevant documents.

The application allows your Partners to select from the pre-built templates, customise them with their own branding and corporate information, and to supply their customers with co-branded resources that retain your company brand identity.

In the Text Variables tab, the partner can check and update their company details.

View and upload company logos and images to use with the templates if necessary.

Open the gallery to choose a placeholder Image

Interested? AC Partner Co-Branding is available now on AppExchange. Install and try it!

https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3u00000ON0LuEAL