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2. TABLE OF CONTENT
INTRODUCTION TO SALESFORCE
WHAT IS SALESFORCE?
SALESFORCE PRODUCTS
BENEFITS OF SALESFORCE
FUTURE TRENDS IN SALESFORCE
KEY FEATURES
3. INTRODUCTION TO SALESFORCE
• salesforce is a cloud-based customer relationship management (crm) platform that helps organizations manage their relationships and interactions with customers and
prospects. it provides a suite of tools and services designed to streamline and automate various aspects of sales, marketing, customer service, and more.
1. cloud-based platform: salesforce is a cloud computing platform, meaning it operates entirely online. users can access the platform from anywhere with an internet connection,
eliminating the need for on-premises infrastructure.
2. customer relationship management (crm): at its core, salesforce is a crm platform. it allows businesses to store and manage customer data, track sales leads, and streamline
communication with customers.
3. sales cloud: salesforce sales cloud is a comprehensive sales automation tool that helps organizations manage their sales processes. it includes features for lead management,
opportunity tracking, and forecasting.
4. service cloud: service cloud is designed to enhance customer service by providing tools for case management, knowledge base creation, and customer support automation. it
helps organizations resolve customer issues more efficiently.
5. marketing cloud: salesforce marketing cloud is a platform for creating and managing marketing campaigns. it includes tools for email marketing, social media management, and
analytics to help organizations engage with their audience effectively.
6. community cloud: community cloud enables organizations to create online communities for collaboration with customers, partners, and employees. it fosters communication,
knowledge sharing, and engagement within a branded online space.
7. platform and appexchange: salesforce offers a robust platform that allows users to build custom applications and workflows tailored to their specific business needs.
appexchange is salesforce's marketplace where users can find and install third-party applications to extend the platform's functionality.
8. einstein ai: salesforce incorporates artificial intelligence (ai) through einstein, which provides predictive analytics, automated insights, and intelligent recommendations. this
enhances decision-making processes across the platform.
9. trailhead: trailhead is salesforce's online learning platform, offering a variety of tutorials and training resources for users to enhance their skills and knowledge of the salesforce
ecosystem.
10. security and compliance: salesforce places a strong emphasis on security and compliance. the platform includes features such as user authentication, data encryption, and
audit trails to ensure that sensitive information is protected.
4. WHAT IS SALESFORCE?
• salesforce is a cloud-based customer relationship management (crm) platform that helps businesses manage
their interactions and relationships with customers and potential customers. it provides a suite of tools and
services for various aspects of customer relationship management, including sales, marketing, customer
service, and collaboration.
1. sales cloud: helps organizations manage their sales processes, leads, opportunities, and customer accounts.
2. service cloud: focuses on customer service and support, providing tools for case management, customer
interaction tracking, and knowledge base creation.
3. marketing cloud: offers tools for marketing automation, email marketing, social media marketing, and
analytics to help businesses reach and engage their target audience.
4. commerce cloud: enables businesses to create and manage online storefronts, allowing for e-commerce
activities.
5. community cloud: facilitates collaboration and communication among employees, customers, and partners
through the creation of online communities.
6. analytics cloud: provides tools for data analysis and visualization, allowing users to derive insights from their
crm data.
7. platform: salesforce offers a robust platform (force.com) that allows organizations to build and deploy custom
applications, extending the functionality of the core crm.
5. SALESFORCE PRODUCTS
1. sales cloud: this product is designed to help businesses manage their sales processes, automate sales tasks, and track customer interactions.
it includes features such as lead and opportunity management, contact and account management, sales analytics, and more.
2. service cloud: focused on customer service and support, service cloud provides tools for managing customer cases, inquiries, and service
requests. it includes features like case management, knowledge base, live chat, and customer portals.
3. marketing cloud: this product is geared towards marketing automation and campaign management. it allows businesses to create and execute
marketing campaigns across various channels, including email, social media, and advertising.
4. commerce cloud: formerly known as demandware, commerce cloud enables businesses to create and manage e-commerce websites and
storefronts. it includes features for online shopping, order management, and customer engagement.
5. community cloud: this product facilitates collaboration and communication among employees, customers, and partners. organizations can
create online communities to connect with their stakeholders and share information.
6. analytics cloud (tableau): salesforce acquired tableau, a leading data visualization and analytics platform. salesforce analytics cloud, often
integrated with tableau, allows users to analyze and visualize data from various sources to gain insights into their business.
7. platform: salesforce's platform, often referred to as force.com, provides a development environment for building custom applications.
developers can use tools like apex (a programming language) and lightning (a component-based framework) to extend the functionality of
salesforce or create entirely new applications.
8. einstein analytics: this product incorporates artificial intelligence (ai) and machine learning into salesforce, providing predictive analytics, data
discovery, and ai-driven insights to help users make more informed decisions.
9. quip: salesforce quip is a collaborative productivity suite that includes tools for document collaboration, task management, and real-time
communication.
10.integration and apis: salesforce offers various integration options and apis (application programming interfaces) to connect with third-party
6. BENEFITS OF SALESFORCE
1. centralized customer data: salesforce provides a centralized platform for storing and managing customer data. this allows businesses to have a 360-degree view of their
customers, including their preferences, interactions, and purchase history.
2. improved sales productivity: sales cloud, one of salesforce's core products, automates many sales processes, such as lead and opportunity management. this automation
reduces manual tasks, allowing sales teams to focus on high-value activities, ultimately improving productivity.
3. enhanced collaboration: salesforce's community cloud enables collaboration among employees, customers, and partners by creating online communities. this fosters
communication, knowledge sharing, and collaboration within the organization and with external stakeholders.
4. marketing automation: marketing cloud streamlines marketing activities by automating campaigns, email marketing, and social media engagement. this leads to more
targeted and effective marketing efforts, helping businesses reach their audience more efficiently.
5. customer service excellence: service cloud provides tools for managing customer support and service. with features like case management and knowledge base,
businesses can deliver prompt and efficient customer service, leading to improved customer satisfaction and loyalty.
6. scalability: salesforce is a cloud-based platform, allowing businesses to scale their operations easily. as the business grows, additional users, features, and capabilities can
be added without the need for significant infrastructure changes.
7. customization and flexibility: the salesforce platform is highly customizable. businesses can tailor the crm to meet their specific needs, create custom applications using
force.com, and integrate third-party solutions to build a comprehensive business ecosystem.
8. real-time analytics and reporting: salesforce analytics cloud, often integrated with tableau, provides powerful analytics and reporting tools. users can gain real-time insights
into their data, helping them make informed decisions and identify trends and opportunities.
9. mobile accessibility: salesforce is accessible through web browsers and mobile devices, allowing users to access critical business information and perform tasks on the go.
this mobile accessibility enhances flexibility and responsiveness.
10. innovation with ai: salesforce incorporates artificial intelligence (ai) through einstein analytics, providing predictive analytics, recommendations, and automation. this helps
businesses stay ahead of the curve and adapt to changing market conditions.
11. security and compliance: salesforce places a strong emphasis on security, with features such as data encryption, identity management, and regular security updates. the
platform also complies with various industry and regional regulatory standards.
7. FUTURE TRENDS IN SALESFORCE
1. artificial intelligence (ai) and machine learning (ml) integration: the integration of ai and ml technologies, particularly through
salesforce's einstein analytics, is likely to deepen. this could lead to more advanced predictive analytics, automated decision-making, and
enhanced personalization of customer experiences.
2. voice technology: the adoption of voice-activated technologies for interacting with salesforce applications may become more prevalent.
this could include voice-enabled commands for data entry, searching, and analysis, making the user experience more intuitive.
3. blockchain integration: the use of blockchain technology for enhancing security and transparency in crm processes might become more
prominent. blockchain could be utilized for secure data sharing, ensuring the integrity of records, and enhancing trust among business
partners.
4. iot integration: with the growth of the internet of things (iot), salesforce may see increased integration with iot devices. this integration
could provide businesses with real-time data from various sources, facilitating better decision-making and more proactive customer
engagement.
5. low-code/no-code development: the trend toward empowering non-developers to create applications through low-code or no-code
platforms may continue. salesforce's lightning platform already supports low-code development, enabling users to create custom
applications with minimal coding.
6. extended ecosystem: salesforce may continue to expand its ecosystem through acquisitions, partnerships, and integrations. this could
lead to a more comprehensive suite of tools and services, providing businesses with end-to-end solutions for various business processes.
7. increased focus on customer experience (cx): as customer expectations evolve, there could be a heightened emphasis on delivering
exceptional customer experiences. salesforce may continue to enhance its products to enable businesses to deliver personalized and
seamless experiences across all customer touchpoints.
8. edge computing: the rise of edge computing, which involves processing data closer to the source (rather than relying solely on
centralized cloud servers), may influence how salesforce handles and analyzes data. this could be particularly relevant for organizations
with distributed operations.
8. KEY FEATURES
1. lead and opportunity management (sales cloud): track and manage leads through the sales pipeline, from initial contact to
conversion, with tools for opportunity management.
2. contact and account management (sales cloud): centralize customer data, including contact information, interactions, and account
details, providing a comprehensive view of customer relationships.
3. workflow automation (sales cloud): automate repetitive tasks, such as sending emails, updating records, and assigning tasks, to
streamline sales processes and improve efficiency.
4. email integration (sales cloud): integrate with email platforms to track and log email interactions with customers directly within the
salesforce system.
5. marketing automation (marketing cloud): automate marketing campaigns, email marketing, and social media engagement to reach
and nurture leads effectively.
6. case management (service cloud): manage customer service inquiries, issues, and requests with tools for case tracking, prioritization,
and resolution.
7. knowledge base (service cloud): create and maintain a knowledge base to empower customer service teams and provide self-service
options for customers.
8. community building (community cloud): foster collaboration and communication among employees, customers, and partners by
creating online communities for sharing information and resources.
9. e-commerce solutions (commerce cloud): build and manage online storefronts, enabling businesses to engage in e-commerce
activities and enhance the online shopping experience.
10.analytics and reporting (analytics cloud, tableau): utilize powerful analytics tools to gain insights into business data, create reports
and dashboards, and make data-driven decisions.
