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.
