Software für Self-Service und Management von Online-Communitys (2024)

FAQs

What is the difference between self-service portal and community in Salesforce? ›

The primary limitation of a customer portal is that the portal user can only view their own account information. Communities are branded spaces for your employees, customers, and partners to connect. You can customize and create communities to meet your business needs, then transition seamlessly between them.

Self-service is an approach where users are able to access resources to find solutions on their own. Modern service systems are intelligent and autonomous, providing top-quality guidance and support without requiring assistance from a human service representative. Demo CSM.

Web-based self-service is a form of customer service and support that lives on the internet — your business's website, specifically. It allows website visitors and customers to identify solutions and resolve their challenges through support-focused resources like your knowledge base, webinars, and FAQs.

Self Service Portals Teach Customers New Skills. Portals expand clients' knowledge and skills, and give them the tools they require for solving other similar issues in the future. Portals provide detailed information beyond the basics when delivering answers to commonly-asked questions.

Communities in Salesforce replace these portals. Portals gave external users (partners, customers, etc.) the ability to access Salesforce. In contrast, Communities are aimed at connecting the right people, whether internal users, partners, or customers within Salesforce.

Customer self-service software easily acknowledges customers' requests and queries around the clock and offers solutions without involving a live agent. Customers can get answers to their questions and explore the knowledge base for further details during non-operational hours.

Self-service options range from online FAQ portals and communities to chatbots, kiosks, and knowledge centers. But no matter their form, self-service can significantly lower costs, reduce wait times, and improve employee experience—all while delivering a high-quality and convenient customer experience.

Manager self service enables people managers to access personnel data for their direct reports, such as leave, time-off, performance, and learning information. These capabilities let managers perform limited human resources (HR) tasks, maintain compliance reporting, access real-time data, and save time.

A software application that allows a user to obtain information or complete a business transaction on the computer that has traditionally required the help of a human representative. Voice response systems and websites are widely used for self-service applications.

How do I create a self-service website? ›

Self-service is a customer service model that empowers customers to solve their own problems and access information without contacting a human agent. It can be a cost-effective and convenient way to enhance customer satisfaction and loyalty, but it also requires careful planning and execution.

Salesforce has various options for creating portals depending on your business needs, such as self-service portals, Salesforce customer portals or communities, and partner communities. Portals give your business a way to share Salesforce data and functionality with customers, employees, and partners.

Similarly to Portals, a Salesforce Community is a collaborative online platform that allows organizations to connect and engage with their customers, partners, employees, and other stakeholders in a secure environment.

What is the difference between Community Cloud and Service Cloud in Salesforce? The Sales Cloud is used for managing the sales process, The Salesforce Community Cloud is used for creating an online community, and the Service Could is used for supporting the customer service experience.

The following points will help you understand why Salesforce renamed Salesforce Community as the Salesforce Experience. Salesforce renaming is its way to show and validate the data-powered digital experiences that provide collaboration, automation, and real business value.