A clever way to manage your salesforce licenses WITH SALESFORCE Experience CLOUD

• Date: December 2021 •
Estimated reading time: 10 minutes
CEO, Co-Founder of Twistellar

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In the PDF Guide, we describe a case of effective lisense management with Experience Cloud
It's clear that companies want to spread the value of their CRM among their employees, customers and partners. Their is a way not only to engage with them in a new digital manner, but also grow sales, decrease the service costs and improve loyalty. Meet Experience Cloud.

Salesforce Licenses Types and Pricing

As we know, the bread and butter of Salesforce — Sales and Service Cloud licenses have the basic price of $105/month for Professional Edition and $190/month for Enterprise Edition, paid per seat on an annual basis.
Of course, most companies want to engage with their partners and customers with the help of the CRM. Those who are not familiar well with Salesforce products, may start considering thoroughly the people they will need to provide access to the system, or even look at the proposals of other CRM vendors.
Salesforce Sales and Service Cloud Edition Pricing Comparison
Sales Cloud License Plans
We often notice this kind of doubt in the Salesforce projects we deal with, so here's a reminder and advice on how you can use your resources effectively, cut down on Salesforce license costs and engage with more partners in your CRM. Meet Salesforce Communities.

What is Salesforce Communities

NOTE! In spring`21 Salesforce Community Cloud was renamed Experience Cloud
to better reflect the many types of connected digital experiences you can create — including portals, websites, help centers, forums, and mobile apps.
Salesforce Experience Cloud is an effective technology that allows you to build interactive web-portals to interact with your partners, customers, and employees.
What's the aim of building communities? With Salesforce Experience Cloud, you can:
  • share exclusive content, such as employee use cases, information for partners, etc.
  • leverage gamification
  • create customer forums to improve support and increase your customers' adoption
  • get loyal followers of your brand
Partner Communities, in particular, provide your business partners with access to your database via the web interface tailored to your needs and permissions. Thus, it becomes possible to place orders, trace their fulfilment and stock updates, get reports on collaboration metrics — and all that without spending efforts on manual information processing.

Salesforce Experience Cloud licenses

The special part about Experience Cloud is the price of Salesforce Experience licenses — from $5 to $35 per seat per month. It puts them in the row of the most affordable CRM systems in the market, but with powerful capabilities of the leading cloud platform.
Salesforce Experience Cloud Pricing
Salesforce Experience Cloud Pricing
To use Experience Cloud, you have to purchase and allocate Community Licenses to your customers and partners, so that they have their credentials (login and password) to control access, permissions, and personalize UX.
NOTE! Please always consider that the actual use of Salesforce licenses is defined by MSA (Master Subscription Agreement) that's agreed between Salesforce and your company
This way, Salesforce Experience Cloud enables people to use their browsers to log in under their credentials to your interactive web-portal, input information directly into your database where it's processed, and get feedback and reports on their activities.
What exactly can you achieve with Salesforce Communities within your organization? Let's take a look at the most popular examples.

Sales Management with Experience Cloud

Sales Cloud with Experience Cloud for Sales
Sales Cloud and Experience Cloud for Sales
If you have a distributed network of sales commission agents, or brick and mortar shops with your representatives who need to work with the system and you can clearly define the basic sales flows to be automated for your sales reps — Experience Cloud is a great choice.
You can build a portal that will have all necessary tools to plan and report:
  • Performance reports with required sales metrics. Sales reps can track progress and, if needed, calculate bonuses and conduct plan/fact analysis. All that is accompanied by proper visualization.
  • All standard sales pipeline entities that you're used to: Leads, Accounts, Contacts, Opportunities, Quotes, Products and others.
  • Any custom object you use in your daily activities (Shipment, Site, Budget, Portfolio, etc.) can be exposed to Community.
  • You can attach and download files, use Chatter, and all other great collaboration tools of Salesforce.
You can embed Community into your overall sales management system. Your office sales reps and managers will use full Salesforce licenses, and remote agents will use Community licenses — and they all will be working with one database.

Technical Support Service with Experience Cloud

Sales Cloud with Experience Cloud for Support
Sales Cloud and Experience Cloud for Support
An organization that considers implementing Salesforce usually possesses an already existing landscape of IT solutions used by different departments and services.
For instance, an IT service desk can use Jira or a similar tool to track technical tickets. How to help them get connected to the Line 1 customer service that creates Cases upon customer requests?
Create a Community for them that will provide your technical support service with access to filtered Cases, allowing to modify, escalate, or resolve them.
And all that will be immediately reflected in the interface of your customer service.

HR Management with Experience Cloud

Sales Cloud with Experience Cloud for HR Management
Sales Cloud and Experience Cloud for HR Management
What are the most typical needs for managing the daily requests of people in your organization?
  • Applying for vacations or sick leaves
  • Renewing contracts and generating/printing the needed paper forms
  • Onboarding of newcomers
All that gets really effective with necessary materials stored and timely updated in Salesforce.
There's another type of Salesforce Community licenses — when you pay per login session, and not per month. The basic price for such licenses is $2 per 24-hour session. And obviously, that becomes really effective in case you need to process relatively seldom applications of your employees.
Allocate the needed number of per-session licenses and make an internal Community work with such HR functions.
One of the challenges that any organization faces is how to prevent information from its distribution in disconnected silos. Using per-session licenses helps to collect information in one place, and make it accessible and reportable for the needs of management.

Budgeting Systems with Experience Cloud

Sales Cloud with Experience Cloud for Budgeting​
Sales Cloud and Experience Cloud for Budgeting
Another example of internal collaboration in a company is the budgeting process. It usually requires people to exchange budget applications and approvals on a regular basis, and use the tools of actual plan/fact tracking for all expenses for employees and management.
So, Community licenses are also a great tool for that, as it enables all Salesforce collaboration means: files exchange, Chatter, approval process, spreadsheets, and forms necessary to automate any process, including Budgeting.
So, with all these benefits of collaboration within an organization using Salesforce Experience Cloud, let's discuss what's required to achieve that from a technical and financial standpoint.

How to manage licenses cost efficiently with Salesforce Experience Cloud

To enable Experience Cloud, you need to have at least one full Enterprise Edition license (Sales or Service Cloud) on your Salesforce org. That means that if you're using Professional licenses, unfortunately, you don't have access to this useful tool, so maybe that's a great reason to consider an upgrade.
On the second hand, initial configuration of the internal interactive portals (that includes building forms and controlling elements, markup and styling, permissions management) will require certain investments.
In the PDF Guide, we describe a case of effective license management with Experience Cloud. Download the PDF for more details of the calculations and important limitations.
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