Salesforce:
Salesforce is a Technology Company founded by Marc Benioff in the year 1999.
Salesforce offers various Cloud-based Software to help businesses streamline their Business Processes efficiently and manage their Customer Relationships effectively.
Cloud:
Cloud refers to the Servers that are located in a Data Center.
Server:
A Server is a computer device that can store, process, and deliver data in response to a request made by a Client over the Internet.
Client typically refers to a Device that requests a Service from the Server.
A device could be a desktop, laptop, tablet, mobile, or any other computer with networking capabilities.
A service could be performing some calculations, retrieving some data, providing access to a specific feature, etc.
Servers are often equipped with powerful hardware including high-performance processors, ample memory, and large storage capacity to efficiently handle multiple requests from multiple clients simultaneously.
Data Center:
A Data Center is a physical location where servers, power backup systems, cooling systems, networking equipment, etc are hosted securely.
The company that operates one or more Data Centers is called a Cloud Service Provider.
Cloud service providers generally place their Data Centers in several regions strategically to reduce latency and optimize performance for users accessing their services from around the world.
As of 2023, Salesforce operates its own Data Centers in the USA, Germany, Japan, UK, and France.
Cloud-based Software:
Cloud-based Software refers to a software application that is installed and executed on servers managed by a cloud service provider.
Users can access Cloud-based Software remotely over the Internet instead of installing and executing it on their local computer devices.
Advantages of Cloud-based Software:
· No Installation Requirement:
Cloud-based Software can be accessed directly through a web browser without the need to install it on the user’s device, which eliminates the hassle of software installation and updates.
· Device and Location Independence:
Cloud-based Software can be accessed on any device having Internet connectivity from anywhere around the world, which ensures that the users are not tied to a specific device or location to access the software.
· Continuous Service Availability:
Servers are designed for continuous and reliable operation, providing users with access to services at any time, which ensures high availability and responsiveness.
· Subscription-based Pricing:
Users need to pay for the services that they have subscribed to on a monthly or yearly basis, and there will be many options to choose a distinct service, which offers flexibility and cost-effectiveness.
· Dynamic Scalability:
Services can be easily scaled up or scaled down to accommodate changing usage needs, which ensures that users have access to the resources they need, when they need them, without over-provisioning or underutilization.
· Robust Security:
Data stored in Cloud-based Software is typically encrypted to protect it from unauthorized access or breaches, which ensures that the data remains unreadable without the appropriate decryption key.
· Disaster Recovery Capability:
Cloud service providers store copies of data in multiple data centers to facilitate disaster recovery. If one data center fails due to events like tsunamis, earthquakes, power outages, etc, data can still be accessed from other data centers, which ensures data redundancy and continuous availability.
Business Process:
Business Process is a series of interrelated activities that are performed to achieve a specific objective.
Examples of Business Processes are order processing, inventory management, customer support, employee onboarding, etc.
Business Processes can encompass a wide range of activities, from simple, repetitive tasks to complex, multi-step workflows.
For instance, order processing includes activities such as receiving orders, verifying customer details, checking inventory levels, processing payments, and shipping products to customers.
Customer Relationship:
Customer Relationship refers to the relationship between a business and its customers that has been built over time through communication, interaction, engagement, understanding, satisfaction, and trust from the initial contact to post-purchase support.
Salesforce Customer 360:
Salesforce Customer 360 is a Customer Relationship Management System.
Customer Relationship Management:
Customer Relationship Management (CRM) refers to the process of maintaining and improving customer relationships for the success and sustainability of a business.
Effective Customer Relationship Management involves understanding the customer needs, preferences, behaviors, etc., and leveraging this information to deliver personalized experiences, provide timely support, and anticipate future needs.
Customer Relationship Management System:
Customer Relationship Management System is a comprehensive environment that includes the necessary software and services to help businesses store, manage, and track their customer information efficiently.
Advantages of using a Customer Relationship Management System:
· Data Collection:
CRM Systems help to collect customer information from various touchpoints, such as emails, phone calls, websites, etc.
· Centralized Customer Information:
CRM Systems store all the customer information, such as customer profiles, interactions, preferences, transactions, etc., in one place and allow easy access to a comprehensive view of each customer.
Centralized Customer Information leads to many other benefits, such as,
· Simplified Collaboration:
Helps internal departments such as Sales, Service, Marketing, Commerce, IT, etc., to work together seamlessly.
· Enhanced Communication:
Improves both internal and external communication by making it easy for the internal teams to update or share customer information instantly.
· Improved Customer Experience:
Helps to provide resolution quickly to customer inquiries or issues.
· Automation of Tasks:
CRM Systems help to automate tasks such as data entry, follow-up emails, and much more complex ones.
· Data Management, Reporting, and Analysis:
CRM Systems offer a range of functionalities and tools for managing, reporting, and analyzing data, which can help businesses track and gain a better understanding of their customers, sales, and other key business metrics.
· Data Backup:
CRM Systems counter accidental data deletions or modifications by providing easy backup and restoration options.
· Reinforced Data Security:
CRM Systems are designed with multiple layers of security to protect customer and business data.
Some of the CRM Systems other than Salesforce Customer 360 are Microsoft Dynamics 365, SAP CRM, Zoho CRM, and HubSpot CRM Platform.
Features of Salesforce Customer 360:
· Comprehensive Software Package:
Salesforce offers a comprehensive suite of software tailored to different business needs, enabling businesses to manage all aspects of customer relationships effectively.
· Cloud-based Software:
All the software that Salesforce offers is hosted on the cloud, providing enhanced accessibility, flexibility, and scalability.
· Customization Options:
Salesforce offers various Customization Options, empowering businesses to personalize their CRM experiences to align with their unique requirements, preferences, and objectives.
· Point-and-Click Tools:
Salesforce provides many tools that don’t require any coding, enabling businesses to customize the system quickly and easily.
· Powerful Automation:
Salesforce offers a range of functionalities and tools to automate tasks, saving time and effort while enhancing efficiency across business processes.
· Integrated with Artificial Intelligence (AI) Technology:
Salesforce has its own AI technology, known as Einstein, which is integrated into Customer 360 to generate content as well as predict future outcomes, trends, and behaviors.
· Continuous Improvement and Innovation:
Salesforce regularly introduces new features, enhancements, and updates to the Customer 360, aligning with the evolving needs of businesses.
Salesforce Customer 360 is also known as Salesforce System or Salesforce CRM System.
Salesforce Product:
Salesforce Product refers to a software that is offered by Salesforce to address specific business needs.
Some of the Salesforce Products are,
· Salesforce Platform:
Salesforce Platform is a Business Application Development Platform.
· Business Application:
Business Application is a software that supports a specific department of a business, such as Sales, Service, Marketing, Commerce, IT, etc., to efficiently perform their relevant activities.
· Business Application Development:
Business Application Development refers to the process of developing and deploying business applications to improve the operational efficiency of a business.
· Business Application Development Platform:
Business Application Development Platform is a software that provides a comprehensive environment with a set of tools and services for developing and deploying business applications effectively.
Salesforce provides a range of point-and-click tools within the Salesforce Platform for business application development, eliminating the need for coding in many cases.
However, for more advanced customization and functionality, coding needs to be used.
· Sales Cloud:
Sales Cloud is a business application that helps businesses manage their sales activities, improving the productivity of their sales teams.
· Service Cloud:
Service Cloud is a business application that helps businesses deliver high-quality customer service, ensuring great customer experience and satisfaction.
· Marketing Cloud:
Marketing Cloud is a business application that helps businesses promote their products and services through effective communication and engagement.
· Commerce Cloud:
Commerce Cloud is a platform that helps businesses in creating and operating an entire online store.
· Experience Cloud:
Experience Cloud is a platform for creating branded online sites and portals where businesses can connect with their customers, partners, or employees to collaborate, share information, and drive engagement.
· Data Cloud:
Data Cloud is a business application that helps businesses unify their customer information from different sources to provide a comprehensive view of their customers.
Salesforce Edition:
Salesforce Edition is a package of features that is offered in a product of Salesforce.
A Salesforce product generally consists of multiple editions.
Each edition of a particular product will have the same look and feel of the software, but they differ by the features, functionalities, and price.
In any Salesforce product, choosing the right edition is a strategic decision that a business needs to take by considering its type, size, industry, complexity, budget, current business needs, future goals, etc.
Salesforce Implementation:
Salesforce Implementation refers to the overall process of setting up a Salesforce product, migrating data into it, integrating it with other software, and developing new functionalities on top of it to address the unique requirements, preferences, and objectives of a business.
Salesforce Implementation is a complex process that requires careful planning, precise execution, and continuous support to unlock the full benefit of Salesforce technology for the business.
Salesforce Job Role:
Salesforce Job Role outlines the overall responsibilities of an employee in a Salesforce implementation.
Some of the Salesforce Job Roles are,
· Salesforce Business Analyst:
The job role involves analyzing business processes, identifying areas for improvement, and guiding stakeholders to improve the efficiency of their business processes using the Salesforce system.
· Salesforce Architect:
The job role involves designing and overseeing the overall technical aspects of the Salesforce implementation to ensure alignment with the business objectives.
· Salesforce Consultant:
The job role involves understanding the client’s requirements and designing technical solutions to meet those requirements.
· Salesforce Developer:
The job role involves implementing the proposed solution to create new functionalities or modify existing functionalities by using point-and-click tools, writing code, or integrating the Salesforce system with other software.
· Salesforce Quality Assurance (QA) Engineer:
The job role involves functionally testing the newly developed or modified functionalities to ensure quality and reliability.
· Salesforce DevOps Engineer:
The job role involves setting up and managing the Salesforce environments to support the development and deployment of the functionalities.
· Salesforce Administrator (Admin):
The job role involves configuring security, supporting users, managing data, and delivering actionable analytics.
Trailhead:
Trailhead is an online learning platform created by Salesforce that helps individuals develop Salesforce-related technical, business, and soft skills through an engaging and interactive learning experience.
Features of Trailhead:
· Free of Cost:
Trailhead is free for anyone to use without any subscription fees or hidden charges, allowing individuals to learn without any financial barriers.
· Mobile Learning Options:
Salesforce provides both iOS and Android applications called Trailhead GO, offering individuals easy access to the learning content.
· Gamification:
Trailhead is a gamified platform where individuals progress through Ranks, starting from Scout and advancing to Hiker, Explorer, and ultimately All-Star Ranger, as they accumulate points and earn badges upon completing units and modules, making learning on Trailhead both rewarding and enjoyable.
· Simulation-based Training:
Trailhead offers a simulated training environment called Trailhead Playground, facilitating individuals to practice practically with real-world scenarios.
Simulation-based Training refers to a training methodology in which individuals are provided with a controlled, risk-free environment that closely mimics or replicates the actual real-world environment, enabling them to gain practical experience without affecting the actual environment.