It had to be a pace and approach that took into account multiple vendors, roles, departments, time zones, etc. The timeline consisted of two weeks of training, a one-week go-live period, and two weeks of post-go-live support. In addition, the approach needed to be repeated approximately every six weeks until all 14 sites were live.
Full Answer
What is a Salesforce community?
Salesforce Communities are brand spaces designed specifically for Salesforce customers to connect with the community outside their org (i.e., employees, partners, and customers) and collaborate with them using relevant data and content. Users can visit the community to find answers to questions or ask for help from another community member.
What is the difference between Salesforce community member-based license and internal license?
Difference between both types of license: Community member-based license is similar to standard Salesforce internal license. External users who have member-based licenses can have access to a community multiple times. But, they do not have access to internal organizations.
How many types of Salesforce licenses are there?
Salesforce provides licenses in six different types of licenses. Listed below: It is useful for business to consumer experiences using large numbers of external users who need access to case objects or knowledge. You can also use the customer community with personal accounts.
Why Salesforce products are used worldwide?
We all know how much Salesforce products are used worldwide for its features, resources they provide, ease of implementation, and many more reasons. With every product they release, they go one step further in providing their customers with world-class solutions.
What happens when information is spread across different tools and platforms?
When information is spread across various tools and platforms, employees wind up wasting a lot of time searching for what they need to find. By integrating everything into one platform, you’ll not only speed up your employees, but you’ll also alleviate potential frustration, miscommunication, and navigation issues.
Can Salesforce teams be spread across borders?
Nowadays, it’s not unlikely for teams to be spread out across a country or even across borders. For sales teams that do have remote employees, a Salesforce community would be very beneficial.
What is Salesforce community?
In simple terms, you can also say that the Salesforce community is the advanced version of portals. With the help of communities, your users can work collaboratively. It is built on the Salesforce platform and easily integrates with CRM.
How many types of licenses does Salesforce have?
Salesforce provides licenses in six different types of licenses. Listed below: It is useful for business to consumer experiences using large numbers of external users who need access to case objects or knowledge. You can also use the customer community with personal accounts.
What is a community member based license?
Community member-based license is similar to standard Salesforce internal license. External users who have member-based licenses can have access to a community multiple times. But, they do not have access to internal organizations.
Cesar Castro
As customer communities continue to evolve, companies are embracing the benefits they can bring beyond peer-to-peer support forums, such as product ideas and brand advocacy. When establishing a community as part of your digital customer service, it’s a given that you’ll hire staff dedicated to the day-to-day management. But don’t stop there.
1. Identify the key internal roles important to your community
Encourage your employees to swoop in from any department and take on specialized roles in the customer community. These range from customer support to feedback and more.
2. Create a training or enablement plan
Because you’re engaging the customers in a public, social environment, your words are your biggest strength, and it’s not the same as emailing or talking one-on-one. Written communication with customers in an online community calls for a specific tone and style, especially when discussions are visible to the public and can be found in the future.
3. Line up executive sponsorship
Executive commitment is critical for the long-term success of your community. When executives step in, they signal to employees that the community is a worthy and important venture.
4. Make it fun to join
To rally employees and recognize their contributions, take a page from gaming and apps by making the experience rewarding.
Pre-Covid, What Were Customer Expectations For Go-Live Support?
- Marquetta Drakes (MD):International eight-day in-person visits during go-live for each location. With the radical changes this implementation would have introduced to the end users in 14 different countries, there was no single go-live — the goal was a phased approach where the lessons learned in the first roll out would inform improvements for eac...
Virtual Go-Lives Aren’T A New Concept, Why Wasn’T This The Plan from The Start?
- MD:Not only were we introducing a new system to replace their legacy application, they were standardizing their business processes across the three pilot offices on the other side of the world. NH:This was not a rinse-and-repeat type of implementation. The team built a customized product that had never been implemented before. The on-site support was also indicated becau…
Was There Anything Else particularly Unique About This Go-Live?
- MD:Yes, it happened during the COVID-19 pandemic. I was actually packed to head to the airport for our on-site kickoff when we got the word that all travel was on hold for the foreseeable future. The end users and subject matter experts were not located together. NH:This project kicked off just as COVID-19 caught on fire in the U.S. We had no benefit of seeing how others handled this. …