Salesforce

• one of the best cloud-based CRM platforms available on

Cloud.
• It is an integrated CRM platform that provides a single
shared view of each customer for all the departments
within an organization, such as Marketing, Sales,
Commerce, and Service.
What is Salesforce?
• Salesforce is a SaaS or Software as a Service.
• Users can simply sign-up in Salesforce.com and can start
running the business instantly.
• Founded by Marc Benioff, Parker Harris, Dave
Moellenhoff, and Frank Dominguez in 1999.
• Besides CRM it also provides other products
• Used to connect with customers, business partners, and
clients over the single integrated environment.
• It allows the businesses to identify the customer's
requirements, address the problems easily, and provide the
same solution in the minimum timeframe.
CRM(Customer Relationship
Management)
• a software to manage all the customer and company's
interactions.
• It contains and manages all the customer-related information
such as Customer Name, Address, Phone Number, Email
address, and other business-related information.
• It keeps all the interactions done with customers, complaints
registered by the customer, resolutions provided by the
executive, and other customer activities with the particular
business or product.
• It also allows us to track and manage the sales, marketing,
and prospects given to customers
Advantages of using Salesforce
• Focus on building the apps instead of installing, setup,
repairing, etc.
• Any user can access it from anywhere using the internet.
• affordable with lots of capabilities.
• Easy to integrate the Salesforce with any third-party
applications, such as Gmail, which is much easier than
other CRM Software.
• Easy to use, fast to deploy any app, and provide efficient
outputs as per the requirements.
• The development cost is also very less.
Technologies used by the
Salesforce
• Apex: its own programming languages.
• VisualForce: is the framework, which enables the
developers to create the custom user interfaces that
can work on the lighting platform.
• Compiler: complier to compile the Apex programs and
VisualForce Pages.
Companies using Salesforce
HCL Technologies, Pizza Hut, L'Oreal, American
Express, Nikon Instrument, Comcast-Spectator,
Sony, Urban Ladder, InMobi, Paytm, Genesys, etc.
Types of services offered by Sales
Force
• Salesforce.com - SaaS
• Force.com - Paas
Features of CRM
• CRM allows businesses to store, manage, and track
customer information.
• It allows us to connect and collaborate with the entire
team from a single place or device.
• It can intelligently capture any customer complain or
emails.
• CRM can be extended as per the business requirement.
• CRM increases business profits by providing proper
sales and lead management.
Aspects of Customer
Relationship Management

1. Retain – retaining existing customer

2. Acquire – adding new customer

3. Extend – providing value to customer

Types of CRM Systems
• CRM systems are mainly of two types,
1. On-premise/Traditional
System (Siebel)
• those systems for which any company would have to install
the server, hardware, and software to work with the CRM
system.
• needs a lot of time, effort, and money to install and start
working on it.
• the organization has to purchase the license of the software
before installing it.
• organization should have acceptable security policy.
• the vendor does not have any responsibility for any flawless
operation of the system after implementing the system.
2. On-demand/Cloud-based
System (SFDC)
• No don't need to install anything, Only system or laptop,
internet, and saleforce.com licenses, and just by signing
up required.
• Any organization needs to purchase the salesforce.com
licenses because servers, networks, databases and
infrastructure are all maintained by Salesforce.
• In a cloud-based system, the data is stored on the
vendor's side, and they take all the responsibility for the
system's seamless operation.
• main requirement is the high-speed internet connection.
Reason to choose Salesforce
• Easy to use: We just need to log in and can start using it from anywhere. The user
interface is so user-friendly, and the customization is also effortless.
• Cloud-based: The Salesforce CRM is cloud-based, hence provides lots of flexibility to its
users. It provides a secure cloud infrastructure and provides cloud solutions for sales,
marketing, analytics, etc.
• Multitenant Platform: Salesforce has multitenant architecture; hence all its users share
the same infrastructure and software. Because of this, all the users receive automatic and
seamless updates keeping their data secure.
• Multiple Integration Option: The Salesforce CRM has integration options possible with
the help of open APIs. It allows the organizations to map the business on the Salesforce
platform more efficiently.
• Mobile CRM: Salesforce provides the CRM platform on mobile also, and it is one of the
earliest companies to provide this feature to its users. It allows us to run the business or
execute any task, using our mobile also.
• Best help & Support: Salesforce has a diverse community that is always ready to help
the customer anytime. They also support developers to enhance business activities.
 Salesforce Architecture
• Salesforce Architecture is the multilayer architecture;
• it contains a series of layers situated on the top of each
other.
• In the multilayer salesforce architecture, the users are
at the topmost layer.
• The user can access a layer below the user layer, which
means various clouds offered by the salesforce, such
as sales cloud, service cloud, AppExchange, etc.
• The third layer is the salesforce1 App, which allows
the user to access the salesforce on mobile device.
• The last layer contains various other salesforce
platforms, such as Force.com, Heroku, Exact
TargetFuel, etc.
• App: An app in architecture allows us to collect various things visually.
• Instance: An instance of the salesforce architecture is the software
configuration that appears in front of the user when he login to the
salesforce system.
• Superpod: Superpod is the set of frameworks and stack balancers. It
includes outbound intermediary servers, system and capacity
foundations, mail servers, SAN texture, and various other frameworks
that support multiple instances. It provides the service isolation within a
data center, so that if an issue occurs in one shared component, it may
not affect every instance.
• Org: Org or Organization is a particular customer of a salesforce
application.
• Sandbox: Sandbox is the instance of the production. It contains the
sample data instead of the original data. The sandbox allows the
developer to test the various conditions for the development to
accomplish the client's expectations for the applications. With the
sandbox, developers can create multiple copies of the production
organization in different environment.
Core Architecture of Salesforce
1. Multi-Tenant Layer
• Popular because of its multitenancy.
• One common application for multiple groups or clients.
• easily share it with multiple clients or groups.
• Multiple users share the same server and applications,
hence it is very cost-effective.
• In salesforce, because of this multitenant architecture,
all customers' data is saved in a single database.
2. Metadata
• The Salesforce platform follows the meta-data
development model.
• The metadata means data about the data.
• Salesforce stores the metadata in the shared database
along with the data.
• It means it stores the data as well as what data does.
3. API Services
• The salesforce metadata-driven model allows the developers to create their
applications easily with the help of various tools. But sometimes developers
need some more functionalities for their apps to make some modifications.
• To make such modifications, salesforce provides a powerful source of the
APIs.
• These APIs helps the developers to customize the Salesforce mobile
application.
• These APIs allows the various bits of programming to interface with each
other and trade data.
• Without knowing many details, we can connect our apps with other apps.
• These APIs helps the developers to access apps from any location, using
any programming language that supports Web services, like Java, PHP,
C#, or .NET.
Features of Salesforce
1. Account and Contact Management

• provides the complete information of each customer.

• It includes the activity history of each customer,
communications done with customers, Key
contacts, etc.
2. Opportunity Management
• Manage all the sales deals with the Salesforce and keep
connected with the people and information required to
complete every deal.
3. Salesforce Engage
• allows us to share the marketing content with sales to
enhance the company's selling power.
• It works like a bridge to fill the gap between sales and
marketing. It gives real-time sales alerts as per the
engagement with the customers.
4. Sales Collaboration
• It allows the sales teams to work together on various
sales opportunities and check progress from anywhere.
5. Sales Performance
Management
• It provides a metric-based goal setting for the teams
and helps the sales team with continuous feedback and
rewards.
6. Lead Management
• The lead management software solution helps the
business by giving information on how the marketing
activities impact the sales pipelines. It helps to invest
our time in the crucial and trending deals firstly.
7. Salesforce Mobile App
• Salesforce Mobile app makes our mobile device a
portable sales office.
• It allows us to make calls, reply to each hot lead,
work opportunities, and to see the
checkerboards from anywhere. We can manage
meetings, events, and accounts update from a single
app.
8. Workflow and Approvals
• It allows us to design and automate any business
process with the drag-drop option of the visual
workflow.
• It provides flexible approval processes for the sales
discount, expenses, etc. It allows business processes to
be completed automatically.
9. File Sync and Share
• easily share files, collaborate on these files, publish the
best content, and track all these activities in real-time.
10. Sales Forecasting
• to get the real-time observations of the entire team's
forecast.
• We can also track the leader-board to know the top
performer of the target.
11. Reports and Dashboards
• The dashboard provides a real-time view of the business
at a glance.
• It allows us to create sales forecasting reports without
any help from the IT person.
12. Email Integration
• Salesforce email-tracking software can be integrated
with the Outlook CRM and Gmail to synchronize the
contacts, events, and everything to work faster.
13. Territory Management
• Territory management helps to build the logical
structure of sales territories to provide the right sale to
the right customer and get the maximum profit.
• It enables us to copy the territory model to safely find
new alternatives, such as new assignment rules,
hierarchies, etc.
• We can apply a single rule for multiple territories.
14. Partner Management
• The partner management builds the partner ecosystem
quickly with the Salesforce CRM app.
• It enhances partner engagement in our business
with recruitment, training, and supporting the
indirect sales channels.
• It makes the sales process easier and faster for the
partners.