Salesforce Community is the evolution of portal technology, offering a new and more contemporary user experience, combined with a system of engagement and intelligence.

HOW IT ALL STARTED:

2010 – Chatter launched: a new concept for effective collaboration on business processes.

2013 – Communities launched.

2014 – Community Cloud: communities became important, with more people involved in research, with more dedicated developers, marketers and sellers.

2015 – Lightning experience.

2016 – Lightning Bolt and custom templates for customer, partner and employee communities.

WHAT WE HAVE TODAY:

7,500+ Activated communities with 55M members.

So, what are the technologies that today’s customers are facing?

Websites: well branded and open, but there is no personalisation or interaction.

Portals: they are connected to business data, but not mobile or personalised.

Social Communities (like Jive, Lithium or even Facebook): there are interactive discussions, but they are not connected to business processes with customer integration.

Salesforce Communities combine all the above benefits and:

1. The application has URL, internal/external users, multi-device support and it SUPPORTS business processes.
2. Establishing a Salesforce Community means you have to have business processes.
3. It has tools for collaboration – Knowledge, Q&A, Chatter and document storage.
4. You get secure data access – core metadata platform for all cloud products with high-level security.

So why are communities successful? Because when you have a community, you have a system of records, engagement and intelligence in one place. You can and you should use it for your business partners, employees and customers.

AI is here and it transforms the way we interact with technology and with each other. Still, many people do not realise how close AI is – in fact, it is a part of everyday life for many people. This is because the best AI is always invisible to its users.

AI works every time you ask Siri about something, or every time you search for items on eBay or Amazon. AI guides you to the best search results by the easiest path. When you see a list of suggested items based on what you have seen previously, it is also a result of AI work.

AI makes everything much easier. If it works well, we can see our favourite products on the top of the list, or movies we are likely to watch, or the most interesting people on social media based on our friends list.

Einstein is AI that will simplify Salesforce business processes. Einstein for Experience Cloud means that users will receive:

• Recommended experts, Q&A, articles and topics related to customers’ interests
• Automated service escalation, if immediate attention is needed
• Newsfeed insights (tailoring content and highlighting the most relevant topics or questions)

Put simply, Einstein will provide customers with the best information faster than ever before and with a personalised customer experience.