Choose a Community Type and Template
- Connecting with customers
- Driving sales with partners
- Interacting with employees
When considering use cases, it’s helpful to keep both sides of the coin in mind. Sketch out potential interactions between a community member and someone from the company.
Let’s meet three people who can illustrate these use cases.
- Articles and videos about pronation
- Live chat with a rep about shoe arches and width
- eCommerce site to buy the shoes she wants
- Order and shipment details after purchasing the shoes
- Contact with customer service if she’s not happy with her purchase
- Interaction with other runners with plantar fasciitis for tips and advice
- A new shoe purchaser
- Feedback regarding products and messaging, especially for shoes most suited to plantar fasciitis
- No costly calls to customer service
- Constant updates to products and marketing materials
- Fast onboarding of partner sales teams
- Co-marketing campaigns
- Tracking leads and opportunities
- Analyzing partner sales performance through dashboards
- Converting leads and closing opportunities
- Access to the latest marketing materials from Cloud Kicks’s marketers
- Inventory management
- Friendly ears to discuss sales strategies in an ever-evolving market
Our last superstar is Michael, who markets Cloud Kicks products to the world. As Cloud Kicks’s marketing guru, Michael uses the employee community to follow company news and work on new product line development, which involves cross-functional team and cross-department collaboration. Here’s what Michael wants from his community experience:
- A more cohesive work environment with teammates scattered across the globe
- Collaboration with people in research, development, and manufacturing
- Access to training materials
- Answers to common questions about HR, like health benefits and tax forms
- Fewer easily-answered questions escalated to HR
- Happier employees
- Faster onboarding for new employees
- A safe space to discuss work issues
Erica is busy setting up a community to meet the needs of Regina, Katie, and Michael. Here are the short-term goals she’s trying to achieve.
|User||Cloud Kicks Goal||Metric||Action|
|Regina||Avoid costly calls to customer support||Measure call deflection||Create articles based on common search terms in the community|
|Katie||Ask each partner reseller to post an FAQ that lists contacts at their organization and covers the nature of their partnership with Cloud Kicks||Check the FAQ for each partner and make sure that it’s publicly available||Ensure that the liaison for each company approves the draft and final FAQ by a certain deadline|
|Michael||Ensure marketing efforts are consistent with innovation and product roadmap||Track all newly modified products and unlaunched shoes for the upcoming financial year||Engage with all teams working on new product lines and make sure marketing budget allocations are aligned|
Keeping track of goals ahead of time helps you steer your community in the right direction and make sure that it’s on course.
You’re now ready to build a community, and you know which use case to target. You have a few options of how to approach this.
Let’s take Regina’s use case. Based on the business requirements of the communities that Erica wants to build, her choices come down to Salesforce Tabs + Visualforce or the Customer Service template. How do the two stack up?
- The Salesforce Tabs + Visualforce template uses the classic Salesforce user interface, unless you choose to change it with Visualforce pages and developer resources.
- With a preconfigured template, like Customer Service, you can create a community with a rich and responsive UI, themes, and styling options built into Experience Builder.
Erica’s a list person, so she made a handy table to figure out how the options compare.
|Some theming options available out-of-the-box for tabs||Visualforce is the preferred approach for better customization, yet Visualforce requires coding capability|
|Support for all sales, service, marketing, and platform features||Requires some knowledge of the Lightning Platform|
|Majority of Lightning Platform capabilities|
That brings her to the Customer Service template.
Selecting this preconfigured template when creating a community means that Erica uses the user interface of Experience Builder.
|Pre-built components for core features (Chatter, objects, reports, dashboards)||Not all features have pre-built components|
|Drag-and-drop Experience Builder UI great for non-coders|
|Page variations and themes|
Erica doesn’t have many developers on hand who can help her out. She wants to maximize customization with minimal technical resources, or at most, with the help of Linda, the Salesforce admin. After weighing the pros and cons of both options, she selects the Customer Service template and isn’t disappointed. The Customer Service template gives Cloud Kicks lots of customization options with clicks rather than code.
Here’s what sold Erica on the Customer Service template.
- Point-and click-customizations with Experience Builder
- Autocomplete search
- Self-resolution of cases through knowledge and case creation
- Sharing Salesforce records, with all the security checks in place, of course
- Profile-based access
- Topics and topic email notifications
- Rules to weed out trolls and bots