We are looking at Experience Cloud from a strategy perspective. I'm wondering what people are building or consulting on with Experience Cloud. Intranets? Communication Sites? Partner Portals? Basically what is the biggest pain point being addressed with an Experience Cloud solution?
We chose to use digital experience because we needed a help center that would solve the problem of:
- hosting/serving help articles
- provide a community
- a central location for customers to submit help requests and have visibility of them
- integrate with existing support team processes
We were already heavily invested in Salesforce on the business side so it was a very cost effective solution, easy to sell to leadership. It technically does accomplish all of those things but I will say it feels like experience cloud is built for partner site use cases. I think they oversell it a bit as a solution that can handle any use case. Technically that's true, but my experience (as a non-admin who has been forced to level-up on Salesforce knowledge) is that you will get better mileage out of it depending on the level of resources (admins, devs, etc) available at your company. At the end of the day we had to hire a 3rd party agency to allow us to achieve the result we wanted (and are still working towards tbh).
