Salesforce Experience Cloud

Secure digital experiences for customers, citizens and partners

Experience Cloud gives external users a secure, accessible way to lodge, track and collaborate on the same platform your teams use internally. BD-S delivers customer, citizen, partner and supplier portals that are designed for identity, security and accessibility from the start.

Talk to us about Experience Cloud OmniStudio & Digital Forms

The business problem

What this solves

External users still work through email, PDFs and phone calls when the platform behind them could serve them directly.

Unstructured lodgement

Applications and requests arrive as attachments and are re-keyed by staff.

No visibility for the applicant

Status enquiries generate calls because there is nowhere to look.

Custom portals that drift

Bespoke web applications that fall out of step with the systems behind them.

Identity as an afterthought

External access needs authentication, authorisation and data isolation designed in, not bolted on.

What we deliver

Portals and digital services we deliver

Customer and citizen portals
Authenticated self-service for cases, applications, payments and updates.
Partner and supplier experiences
Shared pipelines, referrals, claims and collaboration with external organisations.
Public and anonymous services
Lodgement and information services that do not require an account where policy allows.
Case submission and tracking
Guided submission, document upload, status tracking and secure messaging.
Content and knowledge
Help content, knowledge articles and guided answers surfaced to the right audience.
Digital forms
OmniStudio guided forms embedded in the portal experience.

Salesforce technology

Works with

Implementation

Accessibility and secure design

Accessible by design

WCAG 2.2 AA templates, plain-language forms and testing with assistive technology.

Identity and access

Salesforce identity, external identity providers and single sign-on configured for the audience, with sharing sets and audiences controlling data visibility.

Data isolation

Sharing model designed so external users see only their own records and nothing else.

Performance and scale

Page design, caching and licensing chosen for the expected audience size and peaks.

Integration

Portals surface data from Service Cloud and Public Sector Solutions and, through MuleSoft, from records, payment and identity systems. OmniStudio provides the guided forms; Agentforce can add guided self-service.

Governance and security

External sharing model and audiences reviewed against data classification
Authentication, session and password policies aligned to security standards
Content and template changes managed through release governance
Accessibility and security re-tested on each significant release

Ongoing support

Portals change as programs and policies change. The BD-S managed service covers content, form and configuration updates, identity changes and monitoring.

Salesforce Managed Services

Use cases

Grant and program application portals
Licensing, permit and registration lodgement
Customer self-service for cases and accounts
Partner and supplier collaboration
Secure document exchange

Talk to us about Experience Cloud

Tell us who needs to reach you online and what they need to do, and we will design the portal around it.

Talk to us Salesforce & MuleSoft overview