Definition

Salesforce.com

Contributor(s): Karolina Kiwak and Delaney Rebernik

Salesforce.com is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco. It was founded in March 1999, in part by former Oracle executive Marc Benioff.

Services and products

Of its cloud platforms and applications, the company is best known for its Salesforce customer relationship management (CRM) product, which is composed of Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, Analytics Cloud, IoT Cloud, App Cloud, Health Cloud, Financial Services Cloud, Force.com, and Chatter.  

Cloud services: Salesforce Sales Cloud manages contact information and integrates social media and real-time customer collaboration through Chatter. It supports sales, marketing and customer support in both B2B and B2C contexts. Sales Cloud helps track customer information and interactions in one place, automates complex business processes, keeps all information up to date, nurtures leads and tracks the effectiveness of marketing campaigns.

Features in Sales Cloud include contact management, opportunity management,

Salesforce Inbox, Salesforce Engage, lead management, reports and dashboards, Wave App for Sales, marketing automation and more.

Salesforce Marketing Cloud helps personalize email marketing at scale; engage with mobile messaging; connect social to marketing, sales and service; manage ad campaigns to help with customer acquisition; deliver personalized web content that is efficient; and create 1-to-1 customer journeys across channels.

Salesforce Service Cloud is a service platform for customer service and support. It includes a call center-like case tracking feature and a social networking plug-in for conversation and analytics. Service Cloud helps agents solve customer problems faster, gives customers access to answers to solve problems on their own, helps personalize service, predicts needs, and helps deliver support to customers wherever they may be.

Features in Service Cloud include live agent, communities, LiveMessage, Snap-ins, Field Service Lightning, Omni Routing, and social customer service.

Salesforce Community Cloud connects and facilitates communication among employees, customers and partners. The Community Cloud helps build communities for any needs, provides a platform for customers to help themselves and each other, builds deeper customer relationships by allowing customers to interact with each other, allows partners to connect and increase sales, and helps drive employee productivity through online collaboration.

Some features included in Community Cloud are personalization, Lightning Bolt, case escalation, e-commerce, Salesforce automation, collaboration and community management.

Salesforce Commerce Cloud, formerly known as Demandware, is a cloud-based service unifying the way businesses engage with customers over any channel. Commerce Cloud allows businesses to manage digital commerce with integrated solutions for commerce, point of sale and order management. Commerce Cloud helps launch new sites, create new customer experiences, bring stores online and integrate partner technologies.

Salesforce Analytics Cloud, or Salesforce Wave Analytics, is a business intelligence platform that allows organizations to instantly get important answers and start making data-driven decisions. Analytics allows users to act on data instantly, connect easily to Sales and Service cloud data, work from any device, analyze data for better insights, and utilize analytics apps for every function including sales, service, marketing, HR and IT.

Salesforce App Cloud is a collection of development tools that allows developers to quickly create applications that will run on the Salesforce platform. App Cloud provides native integration, eliminating the need for IT. It allows users to build apps that integrate customer data for more engaging customer experiences. It helps automate business processes and extend powerful APIs for added security. 

Tools in the App Cloud include:

  • Force.com, a platform as a service (PaaS), allows admins and developers to create websites and applications with Apex that integrate into the main Salesforce.com application.
  • AppExchange is a custom application building and sharing platform for third-party applications that run on the Force.com platform.
  • Heroku Enterprise gives developers flexibility to create apps using preferred languages and tools.
  • App Cloud mobile
  • Salesforce Shield protects enterprises with tools that enhance transparency and compliance across all apps.
  • Salesforce DX is a new way to manage and develop Salesforce apps across the entire lifecycle.
  • Salesforce Thunder is a big data and rules processing engine designed to analyze events and take personalized actions.
  • Salesforce Identity provides a single, trusted identity for employees, partners and customers that allows users to manage apps and data.
  • Salesforce Trailhead is a series of online tutorials that teaches various level developers how to code for the Salesforce platform. 
  • Salesforce Sandbox allows developers to test ideas in a safe and isolated development environment.
  • Salesforce Connect allows users to connect and access data from other Salesforce orgs and external sources.

Salesforce IoT Cloud is a platform in Salesforce.com that harnesses the power of the internet of things (IoT) and turns data generated by customers, devices, partners and sensors into meaningful action. It allows users to process massive quantities of data, build rules with intuitive tools and engage with customers in real time.

Salesforce Financial Services Cloud helps deliver experiences that drive client loyalty through personalized tools, allows more visibility into existing household opportunities and the ability to track referrals, allows instant access to all client data in one central location, and addresses regulatory compliance.

Salesforce Health Cloud is a health IT CRM system that incorporates record management services with the doctor-patient relationship. Health cloud creates an individual profile from each member including demographics, communications and any other pertinent information all in one location. Allows patients to track progress toward health goals and care plans. Health cloud also monitors cases and prioritizes tasks based on immediate needs or level of importance. It also enhances electronic health record (EHR) systems by unlocking them and incorporating apps in a secure and flexible platform. 

Other services: Salesforce Data.com, previously known as Jigsaw, is a cloud-based automated system used for the acquisition and management of CRM records within a user's Salesforce.com account.

Pardot is business-to-business (B2B) marketing automation by Salesforce that helps accelerate sales with better sales intelligence, generates high-quality leads with powerful marketing tools, automates lead qualification and nurturing and tracks campaign performance to optimize revenue goals.

Desk.com, previously known as Assistly, is a cloud-based helpdesk system for interacting with customers and solving customer issues. Desk.com helps customers faster, provides insights to improve support teams, make better decisions and build better products. It also allows customers to find their own answers and helps scale customer service with 360-degree customer views and integration. Other features in desk.com include business insights, CSAT Scores, embedded service, Salesforce integration, App Hub and SalesforceIQ.

Chatter is an enterprise social network within the Salesforce platform. It helps drive productivity by connecting employees wherever they are. It helps accelerate innovation by providing a forum where anyone can share and gauge ideas and connects product teams with direct feedback. Chatter helps share knowledge by connecting employees with experts from across each organization and allows organizations to track projects in mobile and act on critical updates from any location.

Technology

Apex is a programming language that allows developers to execute flow and transaction control statements on the Force.com platform. As a language, Apex is integrated, easy to use, data-focused, rigorous, hosted, multitenant aware, automatically upgradeable, easy to test, and versioned. 

Visualforce is a framework that enables the creation of dynamic, reusable interfaces that can be hosted natively on the Force.com. It can be used to create entire custom pages inside a Salesforce organization, or developers can associate their own logic with a controller class written in Apex. Developers can use Visualforce pages to override standard buttons, override tab overview pages, define custom tabs, embed components in detail page layouts, create dashboard components, customize sidebars in the Salesforce console, and add menu items.  

Lightning is a component-based framework that comprises the collection of tools and technologies behind the upgrade for the Salesforce1 platform. It allows for third-party applications by users to be built on top of Salesforce apps.

Salesforce Einstein is the first comprehensive artificial intelligence (AI) technology for CRM developed for the Salesforce Customer Success Platform. The goal of Einstein is to give companies' sales and marketing departments more complete and up-to-date views of customers and potential clients.

Certification and training

Salesforce University provides training classes divided by cloud type or role on all of Salesforce products. The classes are created at all levels, from beginner to advanced. The training courses prepare the user for exams offered within Salesforce University to obtain certification. 

This was last updated in December 2016

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What Salesforce.com product do you use the most within your enterprise?
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Immensely helpful, to the point information on SalesForce.com. Thanks a Lot !!
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