Salesforce, founded in 1999, is an American cloud-based software company headquartered in San Francisco, California. Salesforce main platform is the company's Sales Cloud, a customer relationship management software-as-a-service product. It offers users a customer community, partner community, developer community, and an app exchange marketplace. The company provides its products and services to various industries, including healthcare, finance, life sciences, automotive, media, retail, manufacturing, and communications.
Customer360 is Salesforce's customer relationship management (CRM) platform. It offers applications for different phases of a customer's journey, from lead to loyalty. The platform also allows users to integrate data and add analytics. This can give users a single, shared view of customers, and the knowledge of a customers' history, interests, and frustrations, allowing users to tailor their experience to customer needs.
The Customer360 platform offers different features, such as Customer360 Identity, which gives customers a single identity across digital properties. This feature allows users to use common social applications like Google and Facebook to make sign-on easy, simplifying their customer experience. It also gives IT visibility into customer service—including providing secure and seamless registration, enabling single sign-on across digital properties, and building a single unified view of a customer.
Further, the platform offers a Customer360 Data Manager, which offers users to connect, match, and resolve customer data through a single profile and across applications and provide that identity in all digital platforms. It also offers a Salesforce CDP, which captures and unifies audience data to help users build specific custom audience segments and get accurate population counts for target audiences. And to help protect customer data, the platform offers Customer360 Privacy Center, which gives users tools to manage how data is retained, deleted, anonymized, and transferred, helping users stay compliant and keep customers data secure.
Salesforce also offers an Appexchange, which is an application marketplace that allows users to extend Salesforce and install solutions into the platform. These applications include various different services and solutions for user, such as different messaging or video calling solutions.
The Sales Cloud is a Salesforce product and part of the company's Customer360 platform. The Sales Cloud includes features to help users grow customer relationships and increase revenue, including contact management; opportunity management, which can track sales and opportunities; sales forecasting, to help user know where revenue growth stands and to offer sales insights; process automation, to automate daily tasks such as activity tracking, email alerts, and workflows; a mobile CRM; and revenue intelligence, which measures pipeline accuracy in real time to optimize the complete revenue lifecycle.
Service Cloud is another service offered by Salesforce, which offers customers an all-digital, end-to-end experience. The Service Cloud allows users to support customer interactions through any channels; automate business processes; better the quality of call center management with smart productivity tools; get shared, actionable insight into customer interactions; and drive revenue and upsell opportunities using artificial intelligence. Further, through the Service Cloud, users are able to engage with customers in the customers' favorite digital channels, while allowing the user to put all of those digital interactions in a single place.
Salesforce's Marketing Cloud offers users a tool to automate marketing to send customers their messaging at the best possible time. The platform uses artificial intelligence to help automate the marketing and to provide that marketing with personalization for their customers. As well, the platform allows users to optimize impact and budgeting around marketing and business analytics.
Salesforce's Commerce Cloud is a service to help users build online business and customer relationships. The Commerce Cloud can connect customer experiences and data across an integrated platform with artificial intelligence to help users develop insights into their customer interactions. The use of data and AI can also allow users to provide customers with a personalized shopping experience and provide better insights into customers with connected sales, service, marketing, commerce, and IT solutions.
Salesforce offers a partnership and integration with Tableau in order to provide users with data visualization tools and help those users gain some insights into their data through those visualizations. This acts as an integration into the Customer360 service, offering analytics apps, dashboard templates, and product integrations. The service further offers users governance for the security and compliance while using the data.
Work.com is a service offered by Salesforce that provides users with the products and guidance they may need to meet their expectations. This includes tools to help safeguard employee health and wellness, build trust with customers and employees, give employees self-service tools capable of being used from anywhere, and help boost healthcare and community responsiveness. Furthermore, especially as employees have increasingly begun working remote, Work.com allows companies to treat their employees like customers, including tools to help keep those employees engaged and productive with Employee Concierge services. These services include an employee workspace that brings information and collaboration into a single pane, an employee help desk that allows users to find answers, and an IT service center that helps remote works resolve problems and keep devices secure and compliant regardless of location.
myTrailhead is a Salesforce learning platform to allow users to create a platform for knowledge and learning in their organization. This includes a place to create, publish, and launch custom learning modules using prebuilt templates from myTrailhead content kits. As well, it offers a chance to deliver quick, gamified learning during a workflow. The platform also offers users a chance to track learning progress and performance and iterate to meet business needs.
Salesforce Einstein is the artificial intelligence engine that powers the Customer360 and other cloud services provided by Salesforce. The AI allows users to automate processes, gain insights from customers based on past interactions, and use the data to strengthen relationships, prioritize leads, cases, and campaigns. Salesforce Einstein also offers a smart assistant, which helps employees get more done with case classification, next best actions, and recommendations, and provide those users with answers and information needed to keep working while automating the best action to take.
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