Fremont User Group- June 2019. Salesforce Community Cloud session.

1. Community Cloud Lunch
& Learn
Jayant Jindal, Salesforce Fremont
Community Lead

2. Agenda
Community
Cloud
Overview
Business Impact/
Value Delivered
CRM &
Salesforce
Overview
Hands-On
Challenge
Q&A
Client Use Cases

3. Salesforce Overview

4. CRM & Salesforce Overview
• CRM stands for Customer Relationship
Management. This technology allows
you to manage relationships with your
customers and prospects and track
data related to all of your interactions
• Salesforce is a customer success
platform, designed to help you sell,
service, market, analyze, and connect
with customers
• Using standard products and features
you can manage relationships with
prospects and customers, collaborate
and engage with employees and
partners, and store your data securely
in the cloud

5. Community Cloud
Overview

6. Community Cloud Overview
• A community is a group of people who
share a common mission or goal
• Use a community to generate ideas for
new products or test prototypes in a
safe space, log support tickets, provide
live chat with agents, or sell products
• Create multiple communities within
your Salesforce org to address
different purposes—and many
companies do just that
• Communities live in your Salesforce
org, you can choose which members
from your company and which
customers, partners, or other people
outside your company can participate

7. Community Types
• Help Center
 A public-access, self-service
community that exposes the
articles that you make available
from your knowledge base. E.g.:
https://help.opentable.com/s/?lan
guage=en_US
• Customer Account Portal
 A private and secure place for
customers to access and update
their account information.
Customers can see and pay
invoices, update their account
information, and search your
knowledge base. E.g.: Famers
Insurance. Url:
https://www.salesforce.com/custo
mer-success-stories/farmers-
insurance/

8. Community Types
• Customer Community (Customer
Service (Napili))
 A powerful, responsive self-
service template with multiple
prebuilt theme options. The
Customer Service template lets
users post questions to the
community, search for and view
articles, collaborate, and contact
support agents by creating cases
E.g.: Adidas
• Built Your Own
 Provides basic pages every
community needs: Home, Create
Record, Search, Check
Password, Forgot Password,
Login. Add more pages and
components as needed for the
experience you’re building. To
refine the look of your community,
customize your branding and

9. Community Types
• Partner Relationship Management
(Partner Central)
 A flexible, responsive template
designed for channel sales
workflows. Recruit, build, and
grow your partner network to drive
channel sales and marketing
together in a branded online
space. Easily configure lead
distribution, deal registration, and
marketing campaigns. Share
training materials and sales
collateral. E.g.: AWS
https://partnercentral.awspartner.c
om/AWS_Partner_Application

10. Community Types
• App Launcher (Aloha)
 Configurable app launcher that
lets users quickly find and access
applications using single sign-on,
including social logins
• Salesforce Tabs + Visualforce
 Standard Salesforce structure and
tabs that you can customize using
Visualforce. Requires developer
experience and advanced setup
skills. Allows full platform access
with a flexible configuration and
supports most standard objects,
custom objects, and the
Salesforce app. Does not work
with Community Builder since it is
not lightning based.

11. Community Types
• Employee Community
 Employee Community transforms
the employee experience by
seamlessly connecting them to
the information they need
 Innovate by sharing ideas with co-
workers, regardless of role or
location
 Get answers to HR questions
instantly

12. Impact Client Business

13. Business Impact/ Value Delivered
Self-
Service
Channel
Growth
Transparen
cy
Collabor
ation
Measure
Streamline
Process
Reduction
in Time
Responsive Social
Reduction
in Calls &
Email

14. Impact to Client Business - Scenario
Hi University, I want to
apply to Algonquin
College & track
admission process
No worries, Go to
https://algonquincollege
.force.com/myACint/
and apply online

15. Hands-on Challenge
Now, time to build with what you have learnt:
Exercise 1-1:
1. Create new “Partner Central” template community named “Universal Funds”.
2. Use “Featured Topics & Feeds”
component on home page.
Note:
1. Add any Image

16. Resources
1. Salesforce Community Overview:
https://help.salesforce.com/articleView?id=networks_resources.htm&type=5
2. Salesforce Trailhead Community Module:
https://trailhead.salesforce.com/module/community_cloud_basics
3. Communities User Licenses:
https://help.salesforce.com/articleView?id=users_license_types_communities.
htm&type=5
4. Summer 19 Release Notes: https://releasenotes.docs.salesforce.com/en-
us/summer19/release-notes/salesforce_release_notes.htm

17. Q&A

18. Thank Y u