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Use Salesforce Identity Beyond Your Internal Org

Learning Objectives

After completing this module, you’ll be able to:
  • List the ways Salesforce Identity can benefit customers.
  • List how customers can access your org.
  • Describe how to use Salesforce Identity to delight a customer.

Drive Customer Engagement with Salesforce Identity for Customers and Partners

You’re pumped. You haven’t been this excited since Central Government made contact with another galaxy. Or since you set up Salesforce Identity in your company, Universal Deliveries, so that Universal Deliveries employees can easily access your apps without extra logins. Now you’ve heard that you can use Salesforce Identity to make it easy for Universal Deliveries’ customers, too. Salesforce Identity helps the company attract new customers, even those in the outer reaches of the galaxy. Salesforce calls this feature Identity for Customers and Partners. It’s also called External Identity where “external” refers to users who are outside the corporate network.

Here’s your chance to make yourself visible outside of IT. Not only are you the admin who makes your Salesforce org run as smoothly as a Starfly spaceship courses across the universe. You can also help Universal Deliveries increase profits by engaging existing customers and attracting new ones, without increasing expenses. You’ve already configured Salesforce Identity for your org. In a few simple steps, you can extend it to a whole new audience—a paying one, at that.

When you talked to the Universal Deliveries higher-ups about using Salesforce Identity for managing your employee logins, you explained that Salesforce Identity lets you deliver the right access to the right people, at the right place, and at the right time.

Deliver the right access to the right people at the right place and at the right time

Now, you tweak that phrase to explain why Salesforce Identity is good for your customers: With external identity, you can deliver the right user experience to the right people, at the right place, and at the right time.

Deliver the right user experience to the right people at the right place and at the right time

Give Your Users a United User Experience

You want to make it easy for your customers to access your org by whatever means that they choose. Customers want a seamless experience. They don’t want one login to contact your Sales team, another for Service, and another for a third-party app. They also want the same experience regardless of whether they’re coming from their desktop, mobile phone, smartwatch, or other connected device. Use Salesforce Identity to deliver a connected user experience and bridge identity data silos.

Maybe your customers don’t want to log in to your org at all. Customers might prefer to access your Salesforce org using credentials from their social network, be it the latest interplanetary network or one of the old standbys like Facebook or Twitter.

Why would your customers want to access your Salesforce org? You could give them access to meaningful data, like their order history, or offer them access to apps that they soon can’t live without—like the Salesforce mobile app. Many third-party apps on Salesforce AppExchange can save your customers time. If you give them quick access to these apps, your customers just might visit your org regularly. Give your customers added value and you’ve got yourself delighted customers.

A delighted customer can access useful apps from any device

Your Mission: Convince Your Company to Use Identity for Customers and Partners

Universal Deliveries has a fleet of Starfly cargo ships that transports people and goods—from restaurant supplies to cattle—across the solar system. Your accounts include established businesses within the central orbit to rundown outposts on border planets. But business has slowed down. Expanding to new space colonies has been a challenge.

You’ve got an answer to the problem, and Universal Deliveries execs should know about it. What better way to tell them than to demo the power of Salesforce Identity? After completing the next few units, you’ll see what little effort it takes to set up Salesforce Identity for your customers and partners. Then after you set up external identity for Universal Deliveries and earn the loyalty of your customer base, no power in the universe can stop you from becoming the most successful Starfly transport service in the galaxy.

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