Definition
Digital Experience is a Salesforce platform component that offers specialized capabilities for organizations looking to extend their CRM investment. It integrates with the core platform to deliver additional value across the business.
Real-World Example
the IT director at Vertex Global recently implemented Digital Experience to scale their operations using the Salesforce platform. Digital Experience gives them the infrastructure and tools needed to support new business requirements, handle increased data volumes, and serve a growing user base without compromising performance.
Why Digital Experience Matters
Digital Experience (formerly Community Cloud and Experience Cloud) is Salesforce's platform for building branded portals, websites, forums, and help centers that connect customers, partners, and employees to your Salesforce data. Using Experience Builder's drag-and-drop interface, organizations create external-facing sites where users can view their cases, access knowledge articles, collaborate in forums, manage their accounts, and interact with custom Lightning components - all powered by the same data and automation running in the internal Salesforce org.
As organizations scale their self-service strategy, Digital Experience becomes the primary channel for deflecting support inquiries and empowering customers. A well-built customer portal with knowledge articles, case submission, and community forums can deflect 30-50% of support volume. For partner relationship management, Digital Experience enables channel partners to register deals, access co-branded marketing materials, and track their pipeline. Organizations that delay investing in Digital Experience often find their support teams overwhelmed by inquiries that customers could resolve themselves, while their partner programs struggle with manual processes that limit scalability.
How Organizations Use Digital Experience
- Vertex Global — Vertex launches a customer Digital Experience portal that integrates with Service Cloud. Customers log in to view their open cases, search knowledge articles, and submit new requests without calling support. Within 6 months, the portal deflects 35% of inbound support volume, saving the company $200K annually in support costs.
- Apex Distribution — Apex builds a partner Digital Experience where channel partners register deals, download product documentation, and track commission payments. The portal replaces a manual spreadsheet-based process, enabling the partner team to scale from 50 to 200 partners without adding headcount.
- Crestline Education — Crestline creates a student-facing Digital Experience connected to their custom Education Data Architecture objects. Students view their enrollment status, submit documents, and track financial aid applications through a branded portal that maintains the university's visual identity while leveraging Salesforce's security model.