Get Started with Salesforce CMS

Learning Objectives

After completing this unit, you'll be able to:

  • Describe the benefits of Salesforce CMS.
  • Explain which Salesforce tools help you create, organize, and publish content.

Salesforce Meets the World of Content Management

As Bill Gates once famously wrote, content is king. Content is what hooks customers to a site, and what makes them stay. Content is what keeps your partners and customers up-to-date, and allows them to make informed decisions.

Content is king, for sure, but the kingmaker is your content management system (CMS for short). You can have the best content in the world, but if updating content is laborious, the content is organized poorly, or if no one can find it, it benefits no one. So when Salesforce announced the inception of Salesforce CMS, we could hear cries of joy from far and wide.

Salesforce CMS is a unified shared service for all of Salesforce. What does that mean, exactly? It means that you can create content and extend it to any channel built on Salesforce, such as a commerce site, a marketing email, a customer community, or a partner portal. What’s more, you can use the same content on channels outside of Salesforce. And you can personalize each piece of content with customer data and the power of artificial intelligence (AI).

Salesforce CMS is available as an app in Lightning Experience, and it’s where you can create and manage the content lifecycle from draft stage to publish and archive. You then distribute the content to the world, delivering the right content to the right person at the right time.

In addition to traditional content types (think blogs, videos, articles), Salesforce CMS allows you to share data you’ve stored in your CRM system and bring your CRM data to life with rich, engaging formats. At the end of the day, Salesforce CMS becomes your one-stop shop for all your content needs.

Let’s look at Salesforce CMS and how it can transform your company’s content creation and sharing strategies.

Content Creation Is a Team Effort

Getting good content out the door is a team effort, so let’s meet the team working on creating quality content for Tucker Home Goods.

Tucker Home Goods sells furniture and lighting fixtures to large retailers and wholesalers globally. The company is an existing Salesforce customer, and uses Sales, Service, and Experience Clouds. It is also using the B2B Commerce managed package for its ecommerce site. Recently, Tucker Home Goods added Salesforce CMS into the mix. Marketing manager Sheng Ng and sales manager Elle Jordan are thrilled. They work closely on content for the most popular Tucker Home Goods product lines, and the CMS will streamline their delivery of detailed product information across channels.

Sheng and Elle can easily create their content in Salesforce CMS and share it through communities and the B2B Commerce managed package. To do this, the company's admin, Chris Garcia, just needs to add the new Experience Builder site she recently created for buyers as a publishing channel for Salesforce CMS. Then, Sheng and Elle (the content owners) can finalize content in the CMS and give Chris (the admin) the green light to publish it to those channels.

Demystifying Salesforce CMS

Since Chris, Sheng, and Elle all have different roles and different permissions, they are each going to navigate different parts of Salesforce to do their part. Here’s a lowdown of where they’ll do each task.

Salesforce CMS app 

The Salesforce CMS app, accessed from the App Launcher in Salesforce, allows folks with the right permissions to create net-new content, manage its lifecycle, and assign the content to publishing channels such as a site, community, Heroku site, Marketing Cloud, or Lightning apps, where the content is shared with users. Content is organized under different CMS workspaces. Each workspace can have its own contributors, language settings, and channels. Chris, Sheng, and Elle have varying degrees of access to this app.

Salesforce CMS app

Workspaces

Use Experience Workspaces to organize the content you create in the Salesforce CMS app, and include it in a collection. A collection can include either content created in the CMS app or CRM data. Chris the admin has access to Workspaces.

The Workspace is specific to a publishing channel, be it a community, portal, or site.

Workspaces specific to a publishing channel

Experience Builder

Experience Builder allows you to build sites that allow customers, partners, and employees to consume the content the admin chooses to surface. Chris has access to Experience Builder.Builder for a Lightning community

Resources

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