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What’s Possible · with Salesforce Communities 2017 CRM Conference. Tony Clemens Salesforce...
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Transcript of What’s Possible · with Salesforce Communities 2017 CRM Conference. Tony Clemens Salesforce...
What’s Possiblewith Salesforce Communities
2017 CRM Conference
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
2017 CRM Conference
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
2017 CRM Conference
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
Tony ClemensSalesforce Consultant
Thanks!!
References
• Salesforce Community ROI
• Community Trailhead
• Salesforce Community Success Stories
• Salesforce AppExchange Communities
2017 CRM Conference
