Guide for Salesforce Products

Welcome to the world of Salesforce, where innovation meets efficiency. As a new client of Twopir Consulting, we’re excited to guide you through the latest and most powerful Salesforce products that will transform the way you do business. Let’s embark on a journey to unlock the full potential of Salesforce and propel your organization to new heights.

Grow your business with CRM and Cloud solutions with the best all-in-one CRM. Salesforce products have increased and every product is aimed to improve your business and help you build your relationship with your customers.

Salesforce Products Infographic:

The below image shows the Salesforce products, including the core platform products.

Sales Cloud:

Sales Cloud is Salesforce’s Main product, it was released in 1999 and has the largest share amongst the available CRM.

Its main focus is to help businesses accelerate their sales cycle by providing various tools for the management of the leads, opportunities, and individuals they are working with. It is primarily aimed at B2B businesses, Sales Cloud has features such as quoting, product management, and forecasting for sales managers.

Add-On products for Sales Cloud:

Sales Cloud Einstein, High-Velocity Sales, Inbox, Salesforce Anywhere, Salesforce Maps, Lightning Dialer, Lightning Scheduler.

CPQ & Billing:

Salesforce CPQ was obtained through Steelbrick in 2015, and stands for “Configure, Price, Quote.” It enables customers to go beyond the undeveloped functionality of Opportunity Products & Quotes and allows them to sell complex sets of Salesforce products.                                                                                                                                  CPQ has features such as product and price rules that help sales users build accurate quotes with complex sets of products and a quote generation engine.                  The Billing is an add-on to Salesforce CPQ. When the quote has been finalized, Billing takes over the process and handles invoicing payments and revenue recognition.

Service Cloud:

Salesforce Service Cloud is a CRM that assists a business’s customer support team. It helps customers get in touch with a company via email support, live chat, or phone and then helps the customer agent find and process a resolution to the customer’s issue. Think of the last time you got in touch with a business using live chat or creating a support ticket – the company was likely using a system such as Service Cloud.

Add-On Products for Service Cloud:

Digital Engagement, Service Cloud Einstein, Service Cloud Voice, Salesforce Anywhere, Customer Lifecycle Analytics, Salesforce Surveys Response Pack.

Field Service:

As an extension to Service Cloud, Salesforce Field Service provides an encyclopedic view of workforce management.

Simply when a customer requests a new product service, the eCommerce will show up, where is the location, is there any product available for the location, etc. these are all managed with Field Service Lightning.

It includes some features like appointment scheduling, dispatching technology, and territory management, as well as a mobile app to help field service technicians.

Marketing Cloud:

Salesforce Marketing Cloud is a digital platform that automates marketing across email, social media, mobile apps, SMS, websites, and many more.

Marketing Cloud can seamlessly connect to other Salesforce products, such as Sales or Service Cloud, allowing CRM data to flow freely.

Journey Builder:

If you’re working in the B2C Marketing space, the Journey Builder tool allows you to build powerful marketing journeys and provide customers with a personalized experience.

The product sends customers on a journey where you can interact with them via a multitude of platforms such as email, mobile, advertising, and your website.

Journey Builder acts as the central hub of the B2C Marketing Cloud.

Email Studio:

The Email Studio gives you the capabilities to create the email content you wish to send them.

Email Studio has powerful features that help you craft the perfect email with customizable elements, scripting languages, or tailored real-time content.

Mobile Studio:

The Mobile Studio is similar to Email Studio but focused on content creation for mobile. Using the Salesforce product, you can craft messages that may be delivered via SMS, MMS, and Push messages.

Marketing Cloud Customer Data Platform (formerly Salesforce CDP):

Marketing Cloud Customer Data Platform (formerly Salesforce CDP/Customer 360 Audiences) provides one platform to unify all of your customer data. You can create segmented lists of your customers and easily slice and dice the data further even if your audiences range in the millions.

Customer 360 Audiences allows you to import data from any source to ensure that you build up the exact audience segment you wish to target. Ensuring you reach the right person at the right time.

Marketing Cloud Advertising:

It was previously known as Advertising Studio, To help you reach customers beyond email and mobile messages, Advertising Studio provides a bridge to digital advertising platforms such as Google, Instagram, LinkedIn, Twitter, and YouTube.

The Salesforce product lets you use Journey Builder to include these platforms in your marketing campaigns.

Marketing Cloud Personalization:

It was previously known as Interaction Studio, Marketing Cloud Personalization provides a whole new level of personalization for you and your clients. By registering your customers’ behaviour within your website, the program can modify messaging on your web pages and tailor the experience to the kind of products and services the customer is interested in.

Marketing Cloud Intelligence:

It was previously known as Datorama, All of your marketing platforms are constantly generating a huge amount of data. Marketing Cloud Intelligence unifies all of your marketing tools so you have one source of truth. This provides holistic reporting, measurement, and optimization.

You can connect platforms such as Google, YouTube, Instagram, etc. with clicks, not code, using out-of-the-box connections. Once connected, Datorama can show you trends, progress against goals, and the ROI of your marketing efforts.

Loyalty Management:

In January 2021, Salesforce announced the launch of Loyalty Management with the intent to help businesses engage and reward their customers.

Using clicks, not code, the platform allows businesses to build loyalty programs at scale. You can create a variety of programs – including tiered memberships or points-per-purchase.

Loyalty Management can be configured to work with Experience Cloud for customer sign-up and Marketing Cloud for sending content.

Marketing Cloud Account Engagement:

It was previously known as Pardot, One of the more commonly used Salesforce products, Marketing Cloud Account Engagement is Salesforce’s B2B marketing solution. The platform focuses on email marketing, with additional features for landing page creation, form generation, as well as lead scoring and reporting.

Add-On Products for Pardot(Account Engagement):

Salesforce Engage, B2B Marketing Analytics Plus, Engagement History Dashboards

Slack:

Slack was acquired by Salesforce in 2020 which is the largest purchase they’ve ever made.

Slack is a messaging app for businesses; it allows you to message your colleagues directly or communicate with them via dedicated channels set up for a specific purpose. For example, you could use a channel for a project, or your regional office.

Salesforce purchased Slack to revolutionize how businesses communicate in this new remote world we find ourselves in. Check out some of the initial integrations that Salesforce has released to bring the two platforms close together.

Experience Cloud:

It was previously known as Community Cloud, Experience Cloud is the product you need to help you create various platforms for your customers, partners (or even employees!), to interact with your business.

With Experience Cloud, you can create portals, forums, websites, and help centers, built directly on the Salesforce platform, and seamlessly integrate with all your CRM data.

The tool is on a low-code platform, which means you can create beautiful platforms using mostly drag-and-drop functionality.

Analytics Cloud:

With the amount of information all businesses collect, data must be at the heart of any business’s strategy. Salesforce offers a couple of solutions that go beyond standard lightning reports and dashboards to provide deeper insights into your data.

CRM Analytics:

It was previously known as Tableau CRM, Once named Tableau CRM, CRM Analytics is native to the Salesforce platform. It allows you to use Salesforce data, as well as any data from external sources, to embed analytics within Salesforce. Users have to have Salesforce licenses to access this data.

Tableau:

Tableau was acquired by Salesforce in 2019 to enter into the larger business intelligence space. Tableau remains an off-platform solution and is more suited for data analysis across the business. Users do not need Salesforce licenses, and there is an option to have Tableau run on-premise.

Salesforce Platform:

It was previously known as Force.com, the Salesforce platform is the backbone that sits across the Sales and Service Cloud, allowing you to create powerful customizations to standard Salesforce products.

You can build your tables of data with custom objects, trigger automation with Flow, and build custom user interfaces using the Lightning App Builder.

If you are looking for a custom experience, you may purchase Salesforce Platform licenses (which are a lot cheaper than say Sales Cloud) and build completely customized Apps on the Salesforce platform.

Hyperforce:

Classically, Salesforce has hosted all instances of its products using its servers, in a multi-tenanted environment. With the release of Hyperforce, Salesforce allows you to store your data in public clouds such as AWS, Google Cloud, and Azure.

Hyperforce is designed for enterprise companies that might have security, compliance, or scaling issues and are more flexible with public clouds.

Heroku:

Heroku is a cloud platform-as-a-service (PaaS) tool. It allows you to deploy, manage, and scale modern Apps. Whilst you can create Apps for your users within Salesforce using the Platform, Heroku is used to create customer-facing Apps.

Heroku’s container-based cloud platform allows you to build Apps that connect seamlessly with Salesforce data using out-of-the-box connectors.

Surveys:

Salesforce Surveys & Feedback management does what it says on the tin it allows the creation of surveys that can be directly sent from Salesforce (depending on the trigger). The data is then captured back into Salesforce to be analyzed using reports and dashboards, or even Tableau.

Shield:

Salesforce Shield is a product designed for companies that have extra security and compliance concerns. The shield is made up of four products that overlay on top of existing Salesforce products to protect them even further. These include:

1. Platform Encryption: Further encrypt your Salesforce data with AES 256-bit encryption, and manage your encryption keys.
2. Event Monitoring: Detailed reports and dashboards to monitor user behaviour and see who is accessing sensitive data.
3. Field Audit Trail: Take field history tracking one step further by enabling more fields to track ten years of history, and dashboards to monitor.
4. Einstein Data Detect: Use AI to find sensitive data in your Salesforce Org, then protect it.

Commerce Cloud:

Commerce Cloud lets retailers start selling online as quickly as possible. Powered by Salesforce CMS, Commerce Cloud has hundreds of out-of-the-box features that allow B2C and B2B retailers to create amazing online experiences for their shoppers.

Commerce Cloud has all the features you’d expect from Salesforce. It’s mobile-ready, integrates seamlessly with Service Cloud and other Salesforce products, and has Einstein AI-enabled features. If you’re interested in seeing some real-life examples of Commerce Cloud, check out two of Salesforce’s most prominent customers: Puma and Adidas.

Integration (MuleSoft):

MuleSoft was a key acquisition for Salesforce in 2018 – their platform gives you the chance to easily connect to any system using a myriad of out-of-the-box connectors.

MuleSoft gives way to the Anypoint platform, which allows you to manage your API connections, run integrations, and monitor and report – all from one cloud-based system. One of the biggest selling points of MuleSoft is the hundreds of existing connectors they have, meaning you can integrate to Mainframes, ERP systems, and SaaS applications using tried and tested templated solutions.

Salesforce also recently announced Salesforce MuleSoft Composer: A lightweight Admin-friendly version of MuleSoft that sits within Salesforce.

Industry Cloud (Vlocity):

Salesforce has been building industry-specific solutions for a few years now, including Financial Services Cloud, Health Cloud, and Public Sector Cloud. These solutions take Salesforce’s core CRM offering and create a specialized product more suited to specific industries. For Health Cloud, think less about Accounts and Contacts and more about Families and Patients. For Financial Service Cloud, think less about Opportunities and Products, and more about Financial Holdings and Assets.

Salesforce strengthened its industry offering with the acquisition of Vlocity, which focused on many more Industry-specific clouds like communications, media, and insurance.

Einstein:

Einstein is Salesforce’s AI layer. While it isn’t a standalone product, Einstein is baked into almost every Salesforce Cloud. An increasing number of features are becoming free, such as Opportunity scoring in Salesforce. But for the most part, Einstein features are paid add-ons for core Salesforce products such as Sales, Service, Commerce, and Marketing Cloud.

Trailhead:

If you’re involved in the world of Salesforce, you will have no doubt heard of Trailhead, Salesforce’s free learning platform. Here, you can upskill with hands-on technical Salesforce challenges, as well as softer business skills.

Salesforce has taken the concept of Trailhead and created myTrailhead, a product that enables you to deploy a version of Trailhead inside your organization. This means you can build learning modules from scratch, providing your employees with a place to train, learn, and upskill in new areas.

Quip:

Quip was bought out in 2016 and brought current co-CEO Bret Taylor to the company through the acquisition. Quip is like Slack and Google Docs rolled into one. It provides powerful word processing and spreadsheet tools with collaboration in mind.

The platform includes features such as Quip Chat, Quip Slides, and Integration with Salesforce to bring live data to the doc.

Work.com:

Work.com was created off the back of the Coronavirus Pandemic to help companies and communities open back up safely.

Work.com centers itself around a command center so its users can make data-driven decisions – whether it’s safe to perform certain tasks, such as reopening offices. Work.com also integrates seamlessly with Tableau to visualize far-reaching data sets.

In addition to the command center, Work.com has features such as employee health and wellness monitoring, shift management for capacity planning, and contact tracing.

Net Zero Cloud:

One of Salesforce’s most recent products, Net Zero Cloud is a carbon-accounting tool that allows you to take accountability for your company’s carbon footprint.

It helps you upload data from business travel, fuel, electricity, and gas bills, as well as supply chain contributions. With out-of-the-box dashboards, you can easily identify the major areas of contrition, trends, and where you might need to take action.

Safety Cloud:

With the world slowly opening back up after two years of the COVID-19 pandemic, the Salesforce Safety Cloud helps companies put together safe in-person events.

Salesforce debuted the Safety Cloud at their own Dreamforce and World Tour NYC conferences. It allows attendees to upload proof of COVID-19 vaccinations or recent test results. These can be uploaded manually, or by connecting to third-party health passes.

All data is uploaded to your CRM, where you can send alerts to attendees and connect to the Marketing Cloud.

NFT Cloud:

The NFT Cloud is Salesforce’s official move into Web 3.0 technology. NFT Cloud was announced at Salesforce’s event, Connections ’22, which provided us with a sneak preview of the new platform.

With NFT Cloud, you can create, sell, and manage your NFTs through the Salesforce platform, creating digital assets to help better engage your customer base.