Frequently Asked Questions (FAQ)

Communications Cloud is a purpose-built product for communications service providers (CSPs), delivering a complete digital BSS suite that’s catalog-driven from commerce to cash. Communications Cloud enables CSPs to quickly adapt to changing customer expectations and market shifts, make data-driven decisions, and improve operational efficiency across sales, customer care, marketing, retail, and the entire BSS/OSS stack.

Communications Cloud is built on Sales Cloud and Service Cloud, allowing for rapid configuration with out-of-the-box solutions that utilize clicks not code to fast-track digital transformation. It includes powerful functionality, including Enterprise Product Catalog; Industries Configure, Price, Quote (CPQ); Order Management; and a growing library of prebuilt applications, product models, and integrations. Communications Cloud customers can enhance their solution with add-ons, including Tableau CRM for Communications, Contract Lifecycle Management, Experience Cloud (customer and partner communities), and Digital Commerce.

Engineered specifically for mobile, fixed line, and converged service providers, Communications Cloud helps B2C, B2B, and wholesale service providers launch offers faster, grow revenue, and improve the customer experience while reducing their cost to serve. Fiber, traditional wireline, wireless, and low Earth orbit satellite (LEO) providers can accelerate their business with our cloud-native, modular, agile, and digital BSS to get faster time to market and lead to cash, increase revenue, and mitigate churn.

In contrast to existing IT solutions, which were probably built by different vendors on different development platforms, Communications Cloud is built by industry experts on the Salesforce Platform in conformance with industry standards. This helps our customers get live faster, integrate more easily with third-party applications, and take advantage of regular product updates and innovations. Communications Cloud also offers a growing library of prebuilt applications, product models, standards-based integrations, and UX experiences that help accelerate time to value and reduce risk. With Communications Cloud, operators can quickly launch innovative services, deliver omni-channel experiences that are tailored to telco requirements, grow revenue, and increase business agility — resulting in a faster time to value.

Communications Cloud is a modular suite of capabilities that enables CSPs to evolve and transform their operations according to their business priorities. Communications Cloud integrates flexibly with third-party systems through prebuilt APIs and web services. We are committed to conform our products with industry standards such as TM Forum and MEF.

Industries Configure, Price, Quote (CPQ) is designed to address the unique requirements of CSPs that need to configure, price, quote, and capture asset-based orders for converged services. These organizations often require the ability to support complex pricing promotions, MACD (move/add/change/disconnect) orders, bulk ordering, complex multisite quoting and ordering, and updating inflight orders. Industries CPQ supports these and other complex requirements, which are table stakes in the communications industry. Industries CPQ was built in close conformance with TM Forum industry standards, has been deployed in more than 50 service providers worldwide, and has been recognized as “Most Visionary Leader” in Gartner’s CPQ Magic Quadrant in 2019 and 2020.

Communications Cloud’s Order Management solution is built for complex B2B and B2C communications industry use cases, which include order management, order decomposition, and order orchestration. The Order Management solution manages commercial and technical orchestration, with service-level management and integration across multiple product lines with a high degree of complexity.

Sales Cloud and Service Cloud: No. Your choice of Sales Cloud or Service Cloud or both (Sales Cloud and Service Cloud) is included in your purchase of Communications Cloud.

Experience Cloud (formerly known as Community Cloud): Experience Cloud is an add-on to Communications Cloud.

Contact your Salesforce rep to see how you can add Communications Cloud to your existing Sales Cloud or Service Cloud orgs and expand the value Salesforce can provide your business.

You don't have to be a Salesforce expert to get up and running with Communications Cloud. We’ll work with you to build a complete solution that addresses all your business needs. Plus, we ensure a level of scalability that promotes continuous innovation.

We understand that great technology alone is not enough to guarantee success. With Salesforce’s proven customer success methodology and ecosystem, each and every Communications Cloud customer has ISVs, systems integrators, Trailhead, and communities of industry peers sharing their knowledge to help you be successful.