Implementing Salesforce Communities

Andres Campo@axxissolutions@tweetandres

Background

Salesforce Communities Connects ALL Players

Customer

Services Partner

Reseller

Employee

Prospect

Dealer

Supply Chain Partner

Vendor

Reseller

Communities Extend the Value of Portals

Current Portals•Partner•Customer

Branding & Customization

Social Collaboration

Business Process Integration

MobileAccess

Types of Communities

Community 1:Self-Service Community

Community 2:Partner Community

Community 3:Company Community

Community n:Any Community

Business Data

Cases

Salesforce Community Types

Community 1:Self-Service Community

Community 2:Partner Community

Community 3:Internal Community

Community n:Any Community

Types of Communities

-OR-

Extensive Functionality Up to 300K Users Reports & Analytics Knowledge Management Site.com/VF/APEX Per/user/year

Partner Community

B2B

Customer Community

B2C

Self-Service Functionality Up to 5M Users Read Only Dashboards Read Only Knowledge Site.com/VF/APEX Per User/Login

Customer Community

Salesforce Communities

Insurance

Product Innovation

Partner Community

Wholesale Distribution

Wholesale Distribution

Experience

EducationDistribution

InsuranceLegal

Real Estate

Implementation Best Practices

What Can We Learn from the World’s Largest

What is the Community’s Business Objective?

• Maintain Customer Relationships

• Streamline Sales Operations

• Customer Service Channel

• Connect with Distributors

• Integrated Marketing Channel

• Knowledge Sharing

Who is our Audience?

Who are the Key players?

What Perspective of our Brand will we deliver?

What Do We Need Prepare?

Charter Project Plan Timeline Roles/Responsibilities

Content Training Support

Every Community needs a Moderator

• Governance & Protocols

• Do’s & Don’ts

• Conversational Capital

• Feedback Loop

What outcomes will our community deliver?

What makes a successful Community?

• Engagement

• Relevant

• Dynamic

• Collaborative

Implementation Gotchas!

•Have a Plan

•Define Your Roles

•Understand Security

•Moderate

•Listen

•Iterate

•Support

Salesforce Communities Best Practices!

•Define the community business objective(s)

•Identify who your audience will be

•Analyze how your audience will benefit from the community

•Involve key stakeholders

•Define the perspective of your brand that you want to deliver

•Prepare & test

•Train you community members (internal/external)

•Build a support channel for help and feedback (Chatter!)

Salesforce Communities = Business Success

• Engagement

• Relevant

• Dynamic

• Collaborative

Thank YouAndres Campo

www.axxissolutions.com

@axxissolutions@tweetandres