Mastering Salesforce Experience Cloud

Mastering Salesforce Experience Cloud

Instructor: Packt - Course Instructors

Access provided by ExxonMobil

14 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

14 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

What you'll learn

Define your audience and strategy for an Experience Cloud site
Understand the technical and operational requirements for supporting your site
Work with the Experience Cloud data model and standard features

Skills you'll gain

Tools you'll learn

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

14 assignments

Taught in English

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

logos of Petrobras, TATA, Danone, Capgemini, P&G and L'Oreal

There are 14 modules in this course

This course empowers learners with the skills to design and manage user-centric digital experiences using Salesforce Experience Cloud. It focuses on bridging the gap between user needs and organizational data, offering practical strategies for building and maintaining effective online platforms.

Learners will gain practical knowledge on how to develop robust Salesforce Experience Cloud solutions, enhance customer interaction, and optimize business processes. By applying real-world case studies and technical tutorials, this course aims to equip learners with both the strategic and technical tools to implement and manage Experience Cloud effectively. What sets this course apart is its balanced approach, combining theoretical concepts with hands-on applications that can be immediately implemented in business scenarios. You'll also explore advanced features and gain insights into customization and integration strategies. This course is tailored for professionals with a foundational understanding of Salesforce, including Salesforce developers, IT professionals, and business leaders. Familiarity with Salesforce Service Cloud is recommended for best results.

In this section, we explore defining Experience Cloud strategy objectives, identifying stakeholders, and establishing success metrics for effective digital engagement.

What's included

2 videos3 readings1 assignment

In this section, we explore organizing feedback, identifying themes, and mapping to Experience Cloud features for effective technology implementation.

What's included

1 video5 readings1 assignment

1 video Total 1 minute

Translating Your Audience and Interactions into Meaningful Technology Features - Overview Video 1 minute

5 readings Total 50 minutes

Introduction 10 minutes
Identifying Themes 10 minutes
Connecting Feedback to Product Features 10 minutes
Identifying Differences Between Experience Cloud Offerings 10 minutes
Experience Cloud CMS 10 minutes

1 assignment Total 10 minutes

Designing Effective Digital Experiences 10 minutes

In this section, we explore mapping features to technology stacks, optimizing combinations, and tracking digital experience strategy for effective Experience Cloud implementation.

What's included

1 video5 readings1 assignment

1 video Total 1 minute

Technology Component Identification Which Parts of Experience Cloud Do I Need - Overview Video 1 minute

5 readings Total 50 minutes

Introduction 10 minutes
Experience Cloud PRM 10 minutes
Experience Cloud Content Management System CMS 10 minutes
Narrowing Down the Optimal Combination 10 minutes
Sales Functions 10 minutes

1 assignment Total 10 minutes

Experience Cloud Component Selection and Configuration 10 minutes

In this section, we explore connecting internal and external data sources, identifying data sensitivity, and creating entity relationship diagrams (ERDs) to ensure secure and aligned data management for improved digital engagement.

What's included

1 video7 readings1 assignment

1 video Total 1 minute

Curating Data Models - Overview Video 1 minute

7 readings Total 80 minutes

Introduction 20 minutes
Standard Objects 10 minutes
Designing for Requested KPIs 10 minutes
Identifying Data Sensitivity 10 minutes
Curating an Enterprise Architecture Map 10 minutes
IT Systems 10 minutes
Franchisee Experience Cloud ERD 10 minutes

1 assignment Total 10 minutes

Data Model Fundamentals and Design Principles 10 minutes

In this section, we explore selecting and customizing Experience Cloud templates for brand alignment and functional needs. Key concepts include theme configuration, template types, and custom development for unique use cases.

What's included

1 video6 readings1 assignment

1 video Total 1 minute

Understanding Experience Cloud Templates - Overview Video 1 minute

6 readings Total 55 minutes

Introduction 10 minutes
Templates Overview 10 minutes
Customer Templates 5 minutes
Partner Central Template 10 minutes
Custom Templates 10 minutes
Understanding Theming Declarative Versus Custom CSS 10 minutes

1 assignment Total 10 minutes

Experience Cloud Template Selection and Management 10 minutes

In this section, we explore when to use Aura Components, Lightning Web Components, and Lightning Web Runtime Components, focusing on their appropriate use cases, performance, and transition strategies for efficient Salesforce Experience Cloud development.

What's included

1 video7 readings1 assignment

1 video Total 1 minute

When to Use Aura Components, Lightning Web Components, and Lightning Web Runtime Components - Overview Video 1 minute

7 readings Total 65 minutes

Introduction 10 minutes
Aura Components 10 minutes
Lightning Web Components 10 minutes
Lightning Web Runtime Components 10 minutes
Transitioning from Aura to Lightning 10 minutes
Transition Considerations and Preparation 5 minutes
How to Make a Page with Declarative Components 10 minutes

1 assignment Total 10 minutes

Choosing the Right Component Type in Salesforce 10 minutes

In this section, we covers Salesforce Flow and custom code for guided user experiences. Learn when to use each approach for optimal UX.

What's included

1 video4 readings1 assignment

1 video Total 1 minute

Leveraging Screen Flows Versus Apex - Overview Video 1 minute

4 readings Total 40 minutes

Introduction 10 minutes
Salesforce Flow and Screen Flows 10 minutes
Platform Event-Triggered Flows 10 minutes
When to Use Custom Code and Salesforce Screen Flows 10 minutes

1 assignment Total 10 minutes

Apex vs. Flow: Choosing the Right Tool for Custom Development 10 minutes

In this section, we explore integrating communication channels like emails, chats, and text messages using Experience Cloud. We focus on configuring tools and managing digital interactions for efficient, mobile-first customer service.

What's included

1 video4 readings1 assignment

1 video Total 1 minute

Understanding Inputs Emails Chats and Text Messages - Overview Video 1 minute

4 readings Total 40 minutes

Introduction 10 minutes
Implementing Salesforce Chat or Third-Party Chat 10 minutes
Implementing and Managing Experience Cloud Emails 10 minutes
Implementing and Managing Text Messaging 10 minutes

1 assignment Total 10 minutes

Digital Communication Channels and Integration 10 minutes

In this section, we explore marketing automation setup for personalized user experiences, focusing on Salesforce Marketing Cloud integration, dynamic content design, and audience data analysis with Data Cloud and third-party tools.

What's included

1 video4 readings1 assignment

In this section, we explore integrating case management and knowledge bases in Service Cloud and Experience Cloud to enhance customer support and streamline service delivery.

What's included

1 video3 readings1 assignment

In this section, we explore secure authentication, data sharing models, and encryption techniques to protect user data and prevent breaches in digital environments.

What's included

1 video5 readings1 assignment

1 video Total 1 minute

Security Authentication, Data Sharing, and Encryption - Overview Video 1 minute

5 readings Total 50 minutes

Introduction 10 minutes
Setting Up Authenticated Users 10 minutes
Unauthenticated User Considerations 10 minutes
Setting Up Lightning Locker 10 minutes
Encrypting Your Data and Protecting Your Users 10 minutes

1 assignment Total 10 minutes

Salesforce Security Fundamentals 10 minutes

In this section, we explore Salesforce native reporting for Experience Cloud, covering out-of-the-box reports, Einstein Analytics, and data access to support informed decision-making and ROI analysis.