Definition:

Salesforce Experience Cloud is a digital experience platform (DXP) built on the Salesforce Platform that enables organizations to design, deploy, and manage branded, connected, and personalized experiences for customers, partners, and employees. It serves as a unified environment for creating communities, portals, and websites that seamlessly integrate with Salesforce CRM data and business processes. Experience Cloud provides a strong infrastructure foundation—secure authentication, flexible data models, mobile responsiveness, and enterprise-grade scalability—allowing businesses to deliver consistent engagement and collaboration across the entire customer lifecycle.

Key Features:

Experience Builder: A drag-and-drop, low-code environment for building customized pages and components
Pre-Built Templates: Industry-specific templates for customer, partner, and employee use cases
Mobile-Responsive Design: Ensures experiences are optimized across devices
Native Salesforce Integration: Deep integration with CRM data, workflows, and automation
Personalization and Audience Targeting: Configurable rules that tailor content based on user profiles
Multi-Language and Localization Support: Enables global experiences with localized content
Security and Access Management: Built-in authentication, permission controls, and compliance standards

Use Cases:

Customer Self-Service Portals: Empower customers to manage cases and find resources
Partner Relationship Management (PRM): Strengthen collaboration and performance tracking
Employee Collaboration Spaces: Enhance internal communication and knowledge sharing
Account and E-Commerce Portals: Real-time access to customer data and analytics
Knowledge Management: Searchable, centralized hubs for documentation

The Experience Cloud Reality:

While Salesforce Experience Cloud delivers robust infrastructure, many implementations plateau after launch. Organizations often find themselves managing static experiences that fail to adapt to evolving customer needs, including lack of dynamic personalization, manual follow-up processes, and generic content presentation. Learn more about how to overcome these limitations and unlock the full potential of your Experience Cloud investment.

Transforming Experience Cloud with AI Intelligence:

To move beyond static experiences, organizations are integrating AI-driven engagement layers into Experience Cloud. EverAfter's AI Suite enhances Salesforce Experience Cloud by introducing real-time intelligence, automation, and personalization—all while leveraging existing Salesforce data models, authentication, and infrastructure. EverAfter acts as an embedded intelligence layer within Experience Cloud, enabling the platform to read customer signals, adapt experiences automatically, and deliver content tailored to each individual's journey without requiring additional development effort.

Key AI Capabilities with EverAfter:

AI Studio: Build branded interfaces (maturity assessments, goal-selection dashboards) without writing code
AI Expert: Surface context-aware guidance from your knowledge base and successful implementations
AI Builder: Automatically generate personalized success plans aligned with customer goals and live product data
AI Agent: Continuously monitor engagement signals and trigger personalized prompts within the portal

Real-World Example – Okta's Intelligent Customer Success Hub (3X Adoption Success):

Okta, a global leader in identity and access management, demonstrates how Experience Cloud's potential expands when paired with AI intelligence. Initially, Okta built a strong Customer Success Hub using Salesforce Experience Cloud with onboarding workflows, lifecycle messaging, and community resources. However, engagement data revealed a gap: customers received the same static experience regardless of their goals or usage stage.

By embedding EverAfter's AI Suite within their Experience Cloud instance, Okta transformed their static portal into a goal-oriented, intelligent success system—driving 3X adoption among their customers. The integration allowed Okta to scale digital customer success without increasing headcount, with customers engaging in self-directed journeys tailored to their objectives. Discover the full Okta case study to see how this integration delivered measurable results.

Benefits of EverAfter + Experience Cloud:

Deliver experiences that adapt automatically based on customer data and behavior
Automate repetitive engagement tasks while maintaining personal relevance
Provide contextual, knowledge-driven support within the customer's workflow
Scale customer success without adding manual effort or technical debt
Combine Experience Cloud's infrastructure foundation with AI-driven intelligence to create a truly adaptive, scalable, and customer-centric experience ecosystem

In essence: Salesforce Experience Cloud forms the foundation, while EverAfter provides the intelligence—together creating an ecosystem designed for real-time personalization and engagement at scale.