Salesforce Rolls Out Next-Gen Community Cloud

CRM behemoth Salesforce is rolling out the next iteration of Community Cloud, technology that lets companies combine business data and processes with its customer relationship management (CRM) platform to create personalized, mobile destinations.

Specifically, Salesforce is adding Targeted Recommendations, Lightning Community Builder and Templates and Salesforce Files Connect for Google Drive. The goal is to help companies connect with stakeholders in new ways.

Community Cloud was already making an impact before the new features. Digital communities result in 48 percent faster case resolution, 48 percent increase in employee engagement, 45 percent increase in customer satisfaction and 43 percent increase in partner sales, according to the firmEUs research.

EUCommunities have become the connective tissue linking customers, partners and employees to companies and each other," said Nasi Jazayeri, executive vice president of Community Cloud at Salesforce. He said he expects the new iteration to strengthen those bonds.

Four New Tools

Targeted Recommendations tap algorithms to analyze both structured and unstructured data and deliver relevant content including posts, resources, files and groups to each member. By understanding the quality of users' contributions, the new feature identifies experts, then surfaces them as subject-matter experts and recommends them to other community members.

Community managers can also suggest content with specific information or post announcements into feeds and target them to specific groups, member types or individuals. A community manager, for example, can send a new employee a personalized note to connect her with an onboarding training course, or target a consumer within a fitness-oriented community with a coupon for running shoes.

Lightning Community Builder and Templates let business users deploy customized, branded and mobile-optimized communities and develop custom apps. As an example, a nonprofit could build an app to organize volunteer events and embed it into the homepage of its community.

Finally, Salesforce Files Connect for Google Drive lets community members...

Comments are closed.

Salesforce Rolls Out Next-Gen Community Cloud

CRM behemoth Salesforce is rolling out the next iteration of Community Cloud, technology that lets companies combine business data and processes with its customer relationship management (CRM) platform to create personalized, mobile destinations.

Specifically, Salesforce is adding Targeted Recommendations, Lightning Community Builder and Templates and Salesforce Files Connect for Google Drive. The goal is to help companies connect with stakeholders in new ways.

Community Cloud was already making an impact before the new features. Digital communities result in 48 percent faster case resolution, 48 percent increase in employee engagement, 45 percent increase in customer satisfaction and 43 percent increase in partner sales, according to the firmEUs research.

EUCommunities have become the connective tissue linking customers, partners and employees to companies and each other," said Nasi Jazayeri, executive vice president of Community Cloud at Salesforce. He said he expects the new iteration to strengthen those bonds.

Four New Tools

Targeted Recommendations tap algorithms to analyze both structured and unstructured data and deliver relevant content including posts, resources, files and groups to each member. By understanding the quality of users' contributions, the new feature identifies experts, then surfaces them as subject-matter experts and recommends them to other community members.

Community managers can also suggest content with specific information or post announcements into feeds and target them to specific groups, member types or individuals. A community manager, for example, can send a new employee a personalized note to connect her with an onboarding training course, or target a consumer within a fitness-oriented community with a coupon for running shoes.

Lightning Community Builder and Templates let business users deploy customized, branded and mobile-optimized communities and develop custom apps. As an example, a nonprofit could build an app to organize volunteer events and embed it into the homepage of its community.

Finally, Salesforce Files Connect for Google Drive lets community members...

Comments are closed.