What’s Possiblewith Salesforce Communities

2017 CRM Conference

Tony ClemensSalesforce Consultanttclemens@ledgeviewpartners.com

Ben DvorachekSalesforce Developerbdvorachek@ledgeviewpartners.com

People Sometimes Make Mistakes

Ledgeview Partners, LLC is a Salesforce Silver Consulting Partner and is an independent organization from Salesforce. The presenter(s) of this session wish to point out, in case it was not already embarrassingly and ridiculously obvious, that the opinions they express within this session are their own, and they do not necessarily reflect the official policy or position of anyone at Salesforce.

Information gathered for this session was done so through various channels and is believed to be accurate, however with any statements provided herein regarding implied features and functionality, please check with your Salesforce Account Executive to determine if your licenses allow for said functionality or if there may be additional costs or fees.

What Are We Covering?

Broad Overview.. What is a Community

Service in a Partner Community Service

Sales in a Partner Community Service

Building a Community

How to get Started

Q & A

POLL

What is a Community

2017 CRM Conference

What is a Community?

What is a Community?

Branded and open

BUT…Not personalized or

interactive

Websites

Interactive discussion

BUT…

Not connected to business processes

Social Communities

Connected to business data

BUT…

Not mobile or personalized

Portals

Who Would Implement/Use?

Department Internal Users External Users

HR Employee Potential Employee

IT IT Support Agent Internal Employee

Product Product Support Customer

Partners Partner Channel Manager Dealer

Non-Profit Non-Profit Org Staff Non-Profit Org Member

What Can a Community Do?

A Community Can.. • Connect the knowledge to you, and you to your customers• Provide restricted access to your data• Provide a social communication channel for customers

• Can be between customers • Can be between internal users

• Provide reportable, actionable data

Why Use a Community?

Why Use a Community?

Why Use a Community

48 %+

Faster Resolution Time

43 %+

Increased Partner Sales

46 %-

Less Time Finding Experts

EmployeesResellersCustomers

Example Communities

Below is a list of businesses using Communities today

• Logitech

• Spotify

• AMEX

• GE

• REI

Service in a Partner Community

2017 CRM Conference

Service in a Partner Community

How will this benefit you?

• Service response time increased

• Creates a social atmosphere• Identify pain points quicker • Run metric reports

Sales in a Partner Community

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Sales in a Partner Community

How will this benefit you?

• Centralize product information and other data

• Market new product offerings • Allow dealers to collaborate • Streamline communication

between you and your partners• Run metrics

Building a Community

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Building a Community

How to and Who Can?

• Our community today was built with Community Builder

• Community Builder is a point and click interface no code is involved, its powerful, and can be administered by business professionals

How to get Started

2017 CRM Conference

How to get Started

Building Blocks• Learn - Start completing trailheads

• Practice – Setup a Dev Salesforce org and use the quick start Community

• Research – Look at how other companies are using Communities today

Ben DvorachekSalesforce Developer

bdvorachek@ledgeviewpartners.com

Tony ClemensSalesforce Consultant

tclemens@ledgeviewpartners.com

Thanks!!

References

• Salesforce Community ROI

• Community Trailhead

• Salesforce Community Success Stories

• Salesforce AppExchange Communities

2017 CRM Conference