Customer templates

Let’s take a look at the three templates that are all centered on the end consumer: Help Center, Customer Account Portal, and Customer Service. There are some subtle differences here that can be game-changers in the future. We are going to look at each one in terms of the overall objective/purpose of the template and how that relates to use cases:

Figure 5.5: Customer template choices for Experience Cloud

Let’s start by thinking of the three customer templates as levels, similar to a career path. Your entry-level template is Help Center, followed by your middle-ground Customer Account Portal, and your top level is Customer Service. Now, just because they are levels does not mean we are recommending starting at the bottom and migrating your way up. That would be a lot more trouble than it is worth. What we are recommending is that you consider which template will give you the longevity and scalability your business needs...