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Salesforce Tutorial

What is Salesforce?

Salesforce is as Software as a Service (Saas) CRM. Salesforce.com helps you to manage customer relationships, integrate with other systems, and even build your apps. The tools help you to create a custom solution as per your business requirements. Today, Salesforce has expanded from just CRM to offer a multitude of products.

Before we learn Salesforce, lets first understand cloud computing and CRM

What is Cloud Computing?

Cloud computing is all about using a remote server, to store, manage, and process data, instead of a local server/ personal computer.

What is CRM?

CRM (Customer Relationship Management) is a kind of software that stores customer contact information like name, address, age, phone number. It also keeps tracks of customer activity like website visits, numbers of outgoing and incoming phone calls, email, and more.

About Salesforce

  • It was founded in March 1999 by ex-Oracle employee Marc Benioff, Frank Dominguez, and Parker Harris
  • In June 2004, the company’s IPO was listed on the New York Stock Exchange under the stock symbol CRM and raised US$110 million.
  • In October 2014, Salesforce announced the development of its Customer Success Platform to merge all the Salesforce’s services like sales, service, marketing, analytics, etc.
  • In 2017, Sales force launched a Facebook Analytics tool.
  • In 2018, Sales force partnered with Apple for improving apps for businesses.
  • Salesforce.com translated its services into 16 different languages. It currently has 82,400 regular customers and over 2,100,000 subscribers.

CRM Salesforce for Beginners

Become an expert in CRM Salesforce by mastering concepts of CRM, its business implications and how Cloud computing is changing the way businesses use technology to engage with their customers.
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Key Benefits of Salesforce

  • It is a complete feature-rich solution for marketing, sales, service, partner management, and community management.
  • Salesforce data is stored in the cloud so your team can use it from anywhere in the world with the help of an Internet connection.
  • It caters to the needs of small as well as medium to large organizations.
  • Salesforce works on a pay as you go, model so there are no overhead costs.
  • Increase customer loyalty, retention, and satisfaction
  • Accelerates sales productivity
  • Salesforce can easily integrate with 3rd party apps.
  • Increase the growth of your business
  • Continuous optimization of campaigns can be done based on the market response and closure interaction with channel partners.

Salesforce Architecture

Salesforce Architecture learnerscoach

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 The architecture of Salesforce can be divided into various components described as follows:

Trusted multitenant Cloud

In this component, multiple instances of one or more application operate separately in a shared environment. The instances are known as tenants which separate from each other. Although, they physically remain in the same hardware. It is called trusted as it offers a high level of security.

Scalable Metadata Platform

This component helps in customizations. It also allows you to increase the amount of data or concurrent user instances.

Enterprise Ecosystem

The enterprise Ecosystem of Salesforce is quite big as many partners contribute by creating and maintaining in this platform.

APIs

Salesforce offers a powerful suite of APIs to develop the Mobile App.

CRM and Related Functionality

Salesforce includes all features of CRM and also offers features for the creation of apps

Service Nature of Salesforce

Salesforce as SaaS (Software as a Service): No installations, setup or download required. Just Log in and use software across the Cloud.

Salesforce as PaaS (Platform as a service): In this kind of software service, no separate platform is required. You can use the developer’s code to create and deploy applications.

Salesforce as laaS (Infrastructure as a service): No hardware or software installations needed as your data and applications are stored securely on the Salesforce cloud.

Features of Salesforce

  • Marketing and sales lead: Helps you to measure customer engagement by tracking email activities and convert them to customers.
  • Contact management: With the help of this feature you can pull your customer’s data like activity history, frequent contacts, customer communications, etc.
  • Opportunities and quotes: Helps vendor to create opportunity and quote.
  • Build and run innovative apps: You can build, scale and manage apps
  • Analytics: It allows you to access the data, create dashboards and perform analysis
  • Email integration: It provides integrations devoted to customer service, support and customer experience
  • Communities for sales:- Online community software that enables companies to connect customers, partners and employees with each other
  • Salesforce Engine: This feature focuses on making personalized contact with a customer for various campaigns designed by the marketing team
  • Sales Collaboration: This feature helps you to address customer queries and feedback
  • Sales Performance Management: It offers a metric-based goal setting and helps you to get feedback & rewards for the sales team.
  • Lead Management: This feature helps you to tracks the leads that are in progress
  • Territory Management: This feature allows you to create multiple territory models. You can also preview them before rollout, and helps you to optimize and balance territories
  • Partnership management: This feature allows you to build communities with partners and help them to share objectives, goals, and activities
  • Workflow and Approvals: The interface provides simple drag and drops option
  • Files Sync and Share: This feature provide the sales team the power to share various files and update them instantly
  • Reports and Dashboards: Dashboards and reporting feature offers a real-time picture of the business at a glance
  • Sales Forecasting: This feature allows you are getting a real time view of the forecast of a sales team
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Salesforce Products

SalesforceLearnerscoach products

Type of Cloud

Description

Sales CloudSalesforce cloud brings all the customer information together in an integrated platform. It includes various features for marketing, sales, and lead generation which helps you to achieve your business goals.
Market CloudMarketing Cloud helps you to monitor and engage with the customer across the world.
Service CloudWith service cloud, 4000 service agents solve over 10 million cases each year.
Analytics CloudAnalytics cloud is helping companies to visualize data.
Community CloudUsing a community cloud company can directly connect with resellers, distributors, and partners.
Commerce CloudThe commerce cloud allows your organization to provide seamless customer service and experience.
IoT CloudThe IoT cloud is used by the company’s to develop connected products.
Health CloudHealth cloud is helping the health industry to understand patients beyond their charts.

Traditional CRM vs. Salesforce CRM

Salesforce crm learnerscoach

Traditional CRM

Salesforce CRM

Hosted on the company’s serverHosted on the cloud
Takes months or even years to set upCan be set up in a few days or weeks
Difficult to understand and useEasy to use and understand
Unused dataManages all data in one place
No personalized serviceReal-time customer data and personalized service
High client attritionHigh customer lifetime value

Examples of companies using Salesforce

Industry

Company

Usage

CommunicationsComcast-SpectatorSalesforce CRM helps them to maintain detailed customer profiles to find out their biggest fans to developer an effective marketing technique.
FinanceAmerican ExpressAmerican Express using a CRM tool to connects their employees across organizations, branches, and time zones.
High TechSonyThe famous broadcasting firm sony use the Salesforce service cloud to communicate with its customers.
Health CareHealth LeadsHealth Leads able to view, update patient data and coordinate with doctors.
MediaCoco-ColaCoco cola the cold drink maker uses salesforce to connect better with their staff and people.

Salesforce Certification Training: Admin 201 and App Buider

Edureka’s Salesforce Certification Training course will help you pass the Salesforce Administrator Exam (ADM 201) and the Salesforce App Builder (DEV 401) Exam. Concepts on Force.com Platform, AppExchange, SFDC Security Model, Service Cloud, Sales Cloud, Lightning App Builder, Salesforce Reports & Dashboard can be mastered in this Salesforce Training course.
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Why should you take Salesforce: Admin 201 and App Builder?

  • As per business insider, SFDC Administrator & Architect has highest average salary across all jobs
  • More than 200,000 companies worldwide use Salesforce platform
  • As per Indeed.com data, 200% global jump in Salesforce jobs since Jan 2016

Summary

  • Cloud computing is all about using a remote server, to store, manage, and process data, instead of a local server/ personal computer
  • CRM is a kind of software that stores customer contact information like name, address, age, phone number
  • Salesforce is as Software as a Service (Saas) CRM. Which helps you to manage customer relationships, integrate with other systems, and even build your apps
  • Salesforce was founded in March 1999 by ex-Oracle employee Marc Benioff, Frank Dominguez, and Parker Harris
  • It is a complete feature-rich solution for marketing, sales, service, partner management, and community management.
  • Trusted Multitenant Cloud, Scalable Metadata Platform, Enterprise Ecosystem, APIs, CRM, and Related Functionality are important salesforce components
  • The service nature of Salesforce are SaaS, PaaS, laaS
  • Marketing and sales lead feature of salesforce helps you to measure customer engagement by tracking email activities and convert them to customers
  • Important salesforce tools are: Sales Cloud, Market Cloud, Service Cloud, Analytics Cloud, Community Cloud, Commerce Cloud, IoT CloudmHealth Cloud
  • Traditional CRM hosted on the company’s serve while Salesforce CRM is hosted on the cloud
  • Salesforce used in various Industries like Communications, Finance, High Tech, Health Care, Media, etc.
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