Hi everyone,
I don't have much experience in Experience Cloud and there is the need to have a customer portal to be used by different business units in different regions with their own regional service processes, support queues, different types of machinery, desired fonts and images and so on. I’d love to hear from architects who have handled similar multi-BU or multi-divisional use cases.
Architectural Questions:
- Single vs. Multi-Portal: For 5+ BUs with different workflows, is it better to use Audience Targeting on a single portal or go with a Multi-Portal strategy to allow process independence?
- Asset Hierarchy UX: How have you handled complex Parent-Child asset relationships in Experience Cloud? Did you use standard components or custom LWCs (like lightning-tree-grid)?
- Customer-Facing Aliases: What’s the best practice for mapping "Customer Nicknames" to Assets without compromising the data integrity of the internal technical names synced from the ERP?
Looking for any "lessons learned" on driving adoption in heavy industry portals. @Salesforce Administrators & Developers, @Salesforce Administrators and Developers, @APAC Architects, @* Experience Cloud *
Hi @Lena Wong
This is a great question and here are some considerations which you need to consider before making the decision.
1. Before making the decision on single vs multiportal, I would analyze the following.
a. Is the data model and objects same across all the 5 business units/
b. What are unique objects to be shared across BU and what level of security needs to be established?
c. Are there users who need to have access across all BU or users are unique per BU?
d. Are the branding requirements simple or complex which needs to be customized across BU?
e. Who is going to own the support of the BU and is there a need for separate teams to manage the BU depending on compliance?
f. Are there compliance/security requirements across BU due to geographies like Europe for GDPR, Asia etc which needs to be established across BU?
g. Is there any sensitive data shared across BU portals and are there any specific criterias or requirements for access for it?
If your answer is yes for most of these questions, a multiportal makes sense compared to a single portal.
To answer your question on asset hierarchy, a custom lwc component can solve the problem with hierarchy given different product categories and layers.
I will not expose any ERP technical IDs to portal users which will confuse them. I would have a formula field or custom logic to display meaningful names for customers/account data . Couple of questions to you.
1. Can you share some insights on what kind of data are you exposing on these portals? i am assuming distributers, resellers or product level data?
2. I am assuming your ERP has the master data for most of orders, products and categories. Curious to know if your ERP is SAP or what system is your ERP?
