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Salesforce Customer Portals Vs. Communities: What to Choose?

This blogpost gives deeper insights into differences between customer portal and communities. Understand what's better and why. Read more to know about it.

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Salesforce Customer Portals Vs. Communities: What to Choose?

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  1. Salesforce Customer PortalsVs.Communities: What toChoose? When we talk about CRMs or portals the first thing which comes to our mind is Salesforce. They are and have been ruling the industry for more than a decade now. Thereason for their success is that they understand their market deeply and have been known to launch products that complement their CRM creating a perfect flow forcustomer communication for theirclients. sales@crmjetty.com

  2. The complimentary products that we are talking abouthere are portals and communities. If you’ve been following Salesforce or have been using it for a long time now, then you might be aware of what they are, their functionalities, andhowtheybenefitorganizations. • Inthisblog,wearegoingtodiscuss: • TypesofSalesforceportalsandtheirfunctionalities • Salesforcecommunities • DifferencebetweenSalesforcePortalsandCommunities • Which one tochoose? • Today almosteveryorganizationweinteractwithisthrough Portals. Believe it or not,it’s true. • These portals have taken up the market and revolutionized the ways people interact with companies and vice versa. According to research done by Nuance, 67% of people prefer to use self-service portals instead of getting on a call or emailing with companyemployees. • Portals not only changed the way users interact with the companies but they also gave users a chance to learn and explore things ontheir own. sales@crmjetty.com

  3. And these portals are not limited to customer interactions. They gobeyond. ThreemajortypesofSalesforceportals: Self-serviceportal: Nowadays customers prefer to solve their problems even the technical ones on their own. Self-service portals help them by redirecting them to the right FAQs, blog posts, technical documents, videos, etc. so that they can resolve the issue on their own. This reduces the communication between your customers and customer support while creating a win-win situation for both. Your support can work more productively and customers don't need to wait to get theiranswers. sales@crmjetty.com

  4. Customerportal: Salesforce.comCustomerPortalprovidescustomerswithan online channel to communicate with customer executives and solve their issues. They help to streamline communication and provide easy and fast solutions. Portals are also helping companies to provide 24/7 support totheir customers regardless of time zones and geographic shortcomings. Their customer portal is somewhat similar to the self-service portal except that you’ll be providing your customers with a different interface to interact with you ratherthandoingitdirectlyfromyourwebsiteorwebapp. Partnerportal: Salesforce partner portalis for your sales and channel partners. They have access to the core features of Salesforce CRM. The partner portal also provides partners withleadsandcustomerconversionopportunities. Portal is a neat way to communicate with different entities associated with your business. But, this is not all where Salesforce stopped. They wanted to make portals more branded, collaborative, and bring a change in the way users andcompaniesinteractwitheachother. sales@crmjetty.com

  5. Hence in 2013, Salesforce introduced Community Cloud with an aim to share information and collaborate with people more effectively. It provides companies with the tools to create online communities by connecting with customers, external partners, andemployees. • Salesforce Community Cloud is available in three tiers. They are: • CustomerCommunity • Customer CommunityPlus • PartnerCommunity • Depending on your company’s requirements you can purchase any one of the licenses. The customer community is useful for support and feedback. For online collaboration, handling internal employee communities, HR, or IT teams, the customer community plus is useful. Lastly, the partner community is useful to B2B businesses as you can create a flow for qualifying leads, tracking revenue, and providing producttraining. • Community clouds are taking over the market due to its high scalability, no coding requirements, libraries filled with rich scalable templates, easy third party integrations, and custommadecomponents,andmore. sales@crmjetty.com

  6. Youcanbuildcommunitiesbasedontheentitiesyou interact for differentpurposes. • Now let’s look at the differences between Salesforce customer portal andCommunities: • Portals and community clouds have the same structural featuresbutdifferinthewaypeopleinteractwiththem. • Portals provide external users the ability to access Salesforce whereas community clouds connect the internal users together inSalesforce. • External users like partners or customers can communicate via Chatter in Communities. While on the otherhand,portalsdon'tsupportChatter. • Communities are visually appealing and have easy to navigate user interfaces while portals’ user interface might look a littleoutdated. sales@crmjetty.com

  7. - Cost-wise portals are Salesforce communitycloud. reasonableascomparedto • PortalisanextensionofyourCRManduserscanaccessor view information limited to their account. Whereas, communities reside inside your organization and can be accessedglobally. • Various portals like knowledge portal, self-service portal, customer portal, partner portal, etc. are used for different purposes. Whereas, communities provide one platform to share knowledge with users, easy communication between users, employees, and partners, drive more sales by connecting with distributors and resellers, enhance user engagement,workflow,andcontentallfromoneplace. • Community cloud comes with the integration ofsite.com forcontentmanagement,androidandiOS integration of Salesforce Einstein, Chatter, version, enhanced security, and manymore. Now, comes the main question, what should you use: Salesforce Customer Portal orCommunities? Even today Salesforce portals are the most searched and most used products. But, over the course, they will soon be replaced with Community Cloud. So if you are acompany sales@crmjetty.com

  8. using a customer portal for a few years now, then it might betimetostartlookingtoswitchtocommunitycloud. But if you are a company that’s just starting out or is just starting to scale then the Salesforce portal is the right option. Portals and communities are the same in some ways and a lot different in others. The right decision lies with knowing your requirements, the stage your company’s at, and especially,whatyourcustomersexpectfromyou. Source: https://www.crmjetty.com/blog/salesforce-customer-porta ls-vs-salesforce-communities/ sales@crmjetty.com

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