SlideShare uma empresa Scribd logo
1 de 39
Baixar para ler offline
SALES FORCE
INTRODUCTION
Salesforce.com
•2
 Salesforce is the worlds' first and most popular CRM system headquartered
in San Francisco. With more than 82,000 companies and 100,000+
customers rely on this dynamic, web-based, low-cost CRM platform.
 It was founded in March 1999 by former Oracle executive Marc Benioff
Salesforce.com has its services translated into 16 different languages and
currently has 82,400 regular customers and over 2,100,000 subscribers
 Salesforce CRM provides a complete solution for that includes feature-rich
solutions for marketing, sales, services, partner management and
community management.
•3
Salesforce CRM benefits
• Low cost, low risk cloud based solution software
service to buy.
• Complete solution includes feature-rich solution for
marketing, sales, service, partner management and
community management.
• Fast result because it drain resources on high value,
low cost and focus on innovation
•salesforce.com proprietary/confidential: customer internal use only
•4
 What is CRM?
 For sales and marketing For sales managers,
CRM cloud apps provide real-time visibility into
their team’s activities so they can forecast
sales with confidence. For sales reps, CRM
cloud apps make it easy to manage customer
information so reps spend less time handling
data and more time with customers.
•salesforce.com proprietary/confidential: customer internal use only
•5
 For marketers, nothing is more important than
tracking the sales that result from leads
generated through marketing campaigns on
your Web site, in email, or with Google
AdWords. CRM cloud apps let marketers track
leads and sources, route leads to the right
salespeople in real time, and provide the
analytics to see what’s working and what can
be improved.
•salesforce.com proprietary/confidential: customer internal use only
•6
 For customer service
 Your customers have questions about your
products. Today, they might go to Google or
Twitter to look for answers and only contact
your call center if they can’t find what they
need. To deliver stellar customer service, you
need to connect all the conversations that
happen on social networks with the internal
knowledge your agents use every day. That
way, your customers get answers fast and are
happy. And it costs you less
•salesforce.com proprietary/confidential: customer internal use only
•7
 CRM Cloud Platform
 CRM cloud apps need to be easy to use for
sales, marketing, and service professionals in
any industry. That’s why smart companies rely
on a CRM platform that gives them complete
freedom to customize CRM for their business.
It’s the best way to boost adoption and make
sure your CRM apps are working the way you
do.
•salesforce.com proprietary/confidential: customer internal use only
•8
 CRM Cloud Infrastructure
 Successful CRM customers rely on a proven, trusted
infrastructure—the servers and software in a data
center—for running their CRM applications. For CRM to
work effectively, it must have three characteristics:
 High reliability – uptime that exceeds 99.9%
 High performance – data access in less than 300 ms
 High security – industry certifications such as ISO27001
and SAS 70 Type II
 An effective CRM infrastructure is based on
multitenancy: multiple customers sharing common
technology and all running on the latest release, much
like Amazon.com or Google. With multitenancy, you don’t
have to worry about application or infrastructure
upgrades—they happen automatically. In fact,
multitenancy lets companies focus on managing CRM,
not managing technology.
Salesforce.com Strengths
•salesforce.com proprietary/confidential: customer internal use only
•9
 The most recent CRM market share analysis report
shows Salesforce as the clear market leader and
increasing the distance over the rest of the pack.
 The company is a proven innovator. This strength
alone separates Salesforce.com from much of its
competition and provides increased payback for
customers.
 Salesforce.com promotes a vibrant user community.
The company uses its own Ideas solution to solicit
community input, actively monitors social networks
and provides online venues for customers to make
themselves heard. Too often CRM companies don't
actually practice the Customer Relationship
Management they speak of, however, Salesforce.com
clearly walks the walk.
•salesforce.com proprietary/confidential: customer internal use only
•10
 The Salesforce.com user interface maximizes
consumer technologies to deliver a simple and
rewarding user experience. This has delivered
a profound effect in achieving user
adoption.Salesforce.com is championing
social CRM and delivering the technology for
its customers to achieve social CRM business
objectives
•salesforce.com proprietary/confidential: customer internal use only
•11 The company's combination of Salesforce1,
Force.com, PaaS tools and AppExchange lead
the SaaS CRM industry in terms of cloud
integration, software customization, third party
extensibility and ecosystem.The company's
growth continues to amaze. In addition to
revenue growth, Salesforce reported 17
straight quarters of declining customer attrition
rates driven in large part by increased
utilization of the Salesforce CRM suite and
greater customization using the Salesforce1
platform
•12
Salesforce CRM is pay as-you-go. Different pricing
edition plans are available.
Contact Manager $5 /user/Month
Group $15 /user/Month
Professional $65 /user/Month
Unlimited $250 /user/Month
•13
Salesforce is divided into different sets of tools referred to as "clouds”
•Sales Cloud
•Service Cloud
•Collaboration Cloud
Sales Cloud- Sales Cloud helps to sell products and Services, manage connection with
customer, and close more deals. Sales Cloud include Chatter, Social Contact, Marketing
and Leads, Data.com, Opportunities and quotes, Approval and Work process, Files and
Libraries, Analytics and Forecasting, Partner Management, AppExchange, Email and
calendaring
•14
Collabration Cloud - Collabration cloud consist of Salesforce Chatter and
Radian6 service cloud which helps to connect with co-workers, customers, and
partners to share experience and information across.
Service Cloud - Service cloud increase agent productivity, reduces service
costs, and gain better visibility into Service Organization. It includes Customer
Portal, Live Agent, Contract and entitlement
•15
Custom Cloud - Custom Cloud is infrastructure used to for building customized cloud
application development for automation, analytics and approval processes.
•16
Types of applications
Partners built ERP on Salesforce
Human oriented size
Structured Data
Like approval process
Internet & Portal type of applications
Long-tail apps
•17
•18
•19
Salesforce.com, Inc. offers a family of products, and has thousands of
clients who use its service, but each company’s secure Web site is
separate from the other Web sites and might look different to suit their
unique needs like
 Sharing Rules / Org-Wide Default
 Approval Processes
 Junction Object
 Master-Detail / Lookup relationships
 Report / Report Types / Dashboards
 Data Loader / Import Wizard
 Formula Fields
 Analytical Snapshot
 Workflows
 Encrypted Fields / External Ids
 Governor Limits
General steps for building Salesforce.com
1. Creating Application Description
2. Add Relationships
3. Use Formulas and Validations
4. Automating Process using Workflow
5. Creating Approval Process
6. Creating Reports and Dashboards
7. Adding Programming Logic to Apex
8. Adding tests to your apps
9. Building Custom user Interface using Visual Force
10. Creating Public Web pages using Sites
•21
1. Creating Application
• Creating field
• Fields can be set as unique, required or as external id. A
required field is always displayed in the edit page.
• A field of type external id is a record id from another system.
• Fields of type number, text and email can be set as external
id.
• Objects can have upto 500 custom fields.
• Each object can have up to three external ids
•22
• Creating Record
• Record types allow you to offer different business processes, picklist values,
and page layouts to different users based on their profiles.
• Record types can be used in various ways, for example: Create record types
for opportunities to differentiate your regular sales deals from your
professional services engagements and offer different picklist values for each.
<CustomObject
xmlns="http://soap.sforce.com/2006/04/metadata">
<recordTypes>
<fullName>My First Recordtype</fullName>
</recordTypes>
</CustomObject>
•23
2. Adding Relationships
• Creating Object
•Objects logically correspond to database tables in a relational database.
•Objects can be Standard or Custom. Standard are objects are predefined by
Salesforce like Accounts, Case, Contact etc
•Custom objects store information that is unique and important to your
organization. Custom objects are created by developers based upon application
requirements.
•Custom objects are reportable and search-able.
• Creating Record
The record type can be text or auto-number. Auto-number can take values like
A-{0001}, A-{0002} etc
•24
Object Relationships
There are two main type of relationships in Salesforce
• Master-detail Relationship: It is Parent-Child relationship that controls
behaviour of detail object. They are tightly coupled. Maximum 2 Master-Detail
relationship can be created in Salesforce for detail object
• Lookup Relationship : It is type of relation which link two objects together,
but has no effect on deletion or security. They are loosely coupled. Max 25
lookup relationship per child can be created.
•25
3. Using Formula and Validation
•26
•27
•salesforce.com
proprietary/confidential: customer
internal use only
•28
4. Automating Process using Workflow
• Setting of Workflow Rule
• Test the Workflow Rules
• Creating Approval Process
• Create an Email Template
• Create an Approval Process
• Create a Custom Profile
• Create a User
• Test the Approval Process
5. Workflow and Approval Process
•Involve automating business process Ex: Trigger
an alert
•Help us create business logic based on rules:
•Workflow rules can assign tasks users to update
fields or send email alerts
•Approval processes allow users to submit
sensitive records like new contracts or purchase
orders for approval
•29
•salesforce.com proprietary/confidential: customer internal use only
•30
6. Creating Reports and Dashboards
a) Report Types:
 Tabular – Simple data listing without subtotals
 Summary – Data listing plus sorting and subtotaling of data
 Matrix – Summarizes data in a grid against X and Y axis
(similar to pivot table)
 All reports can be customized / personalized for individual reporting
needs
 Reporting engine limits the view of data to two sometimes three
object relationships
 "Smart" totaling means that duplicate data is counted only once in
any subtotal or total.
Report of Enterprise CRM Solution
•31
B) CREATING DASHBOARD
 Dashboards can only be created by Summary and Matrix
reports
 Security for Dashboards exists at the folder level
Recruiting App Dashboard of Enterprise CRM Solution
•33
7. Adding Programming Logic to Apex
• Apex is a powerful object-oriented language, with many of the features
typically found in similar languages such as Java.
• Apex class consists features of the general language, such as arrays,
iteration, and querying the database.
• Apex is a development platform for building software as a service (SaaS)
applications on top of Salesforce.com's customer relationship management
(CRM) functionality.
• Apex allows developers to access Salesforce.com's back-end database
and client-server interfaces to create third-party SaaS applications.
• Apex includes an application program interface (API) that developers can use
to access user data on Salesforce.com.
•34
•35
8. Adding tests to your app
•Create an Apex Trigger Definition
• Defining List Variable
• Iterate Through the List and Modify
• Test the Trigger
Visual Force shot
•36
9. Building Custom user Interface using Visual Force
• Enable Visualforce Development Mode
• Create a Visualforce Page
• Add a Style sheet Static Resource
• Add a Controller to the Page
Visual Force
•37
Visualforce is used to present the data to users. Salesforce’s Visual force
use MVC Design Pattern that used for managing your web application.
MVC pattern contains below three modules:
 Model
 View
 Controller
 Model: It describes what schema and data does Salesforce uses to
represent the system completely.. For example if the task is related to
business logic or handling Database you will write Bean classes or Java
classes, these classes comes under MODEL
 View: View describe how the schema and data is represented. All the
representation type stuff like JSP page, HTML page, CSS, page layouts
style sheets
 Controller: It describe how the interface actions. Controllers are used to
perform the actions whenever users interact with visual force.
10. Creating Public Web pages using Sites
•Create Catalog Page
• Register a Force.com Domain Name
•Create a Force.com Site
•Configure and Test the Site
•Bonus Step—Updating the Page with AJAX
•38
How Salesforce is Useful
•39
 Salesforce.com offers a conclusive concept to deliver an easy to
use CRM Software as a service using a dynamic, scale free cloud
computing approach.
 This satisfies the customer demand and leverages cost benefits
for the customers of Salesforce.com.
 Salesforce does a lot to create a productive, collaborative CRM
environment.
 The success of Salesforce.com is based on an excellent
management, a clear company strategy and a business model,
which uses cutting edge technology combined with a developer
community and an easy to use platform, which is delivered in a very
cost effective manner
Thank you 
•40

Mais conteúdo relacionado

Mais procurados

Technology in Society-CRM-(Salesforce)-Business Strategy
Technology in Society-CRM-(Salesforce)-Business Strategy Technology in Society-CRM-(Salesforce)-Business Strategy
Technology in Society-CRM-(Salesforce)-Business Strategy Victoria University
 
Introduction to Salesforce | Salesforce Tutorial for Beginners | Salesforce T...
Introduction to Salesforce | Salesforce Tutorial for Beginners | Salesforce T...Introduction to Salesforce | Salesforce Tutorial for Beginners | Salesforce T...
Introduction to Salesforce | Salesforce Tutorial for Beginners | Salesforce T...Edureka!
 
Salesforce Overview For Beginners/Students
Salesforce Overview For Beginners/StudentsSalesforce Overview For Beginners/Students
Salesforce Overview For Beginners/StudentsSujesh Ramachandran
 
Salesforce intro session_for_students_v2
Salesforce intro session_for_students_v2Salesforce intro session_for_students_v2
Salesforce intro session_for_students_v2Stephen Edache Paul
 
What Is Salesforce? | Salesforce Training - What Does Salesforce Do? | Salesf...
What Is Salesforce? | Salesforce Training - What Does Salesforce Do? | Salesf...What Is Salesforce? | Salesforce Training - What Does Salesforce Do? | Salesf...
What Is Salesforce? | Salesforce Training - What Does Salesforce Do? | Salesf...Edureka!
 
Salesforce Service Cloud
Salesforce Service CloudSalesforce Service Cloud
Salesforce Service Cloudsharad soni
 
Positioning Success Services at Pre-Sales Stages
Positioning Success Services at Pre-Sales StagesPositioning Success Services at Pre-Sales Stages
Positioning Success Services at Pre-Sales StagesSalesforce Partners
 
Salesforce.com Overview
Salesforce.com OverviewSalesforce.com Overview
Salesforce.com OverviewEdureka!
 
Admin Best Practices: Introducing Einstein Recommendation Builder
Admin Best Practices: Introducing Einstein Recommendation BuilderAdmin Best Practices: Introducing Einstein Recommendation Builder
Admin Best Practices: Introducing Einstein Recommendation BuilderSalesforce Admins
 
Introducing salesforce shield - Paris Salesforce Developer Group - Oct 15
Introducing salesforce shield - Paris Salesforce Developer Group - Oct 15Introducing salesforce shield - Paris Salesforce Developer Group - Oct 15
Introducing salesforce shield - Paris Salesforce Developer Group - Oct 15Paris Salesforce Developer Group
 
Intro to Cloud Computing and Sales force
Intro to Cloud Computing and Sales forceIntro to Cloud Computing and Sales force
Intro to Cloud Computing and Sales forceArun Chandran C
 
What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce ...
What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce ...What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce ...
What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce ...Edureka!
 
Salesforce Order Management Product Overview Deck.pdf
Salesforce Order Management Product Overview Deck.pdfSalesforce Order Management Product Overview Deck.pdf
Salesforce Order Management Product Overview Deck.pdfSakthivel Madesh
 
Customer Service in Salesforce: Managing Cases Effectively
Customer Service in Salesforce: Managing Cases EffectivelyCustomer Service in Salesforce: Managing Cases Effectively
Customer Service in Salesforce: Managing Cases EffectivelyInternetCreations
 
Key Benefits Of Salesforce Mobile Applications
  Key Benefits Of Salesforce Mobile Applications  Key Benefits Of Salesforce Mobile Applications
Key Benefits Of Salesforce Mobile ApplicationsCloud Analogy
 
Salesforce complete overview
Salesforce complete overviewSalesforce complete overview
Salesforce complete overviewNitesh Mishra ☁
 
Introduction to Salesforce Platform - Basic
Introduction to Salesforce Platform - BasicIntroduction to Salesforce Platform - Basic
Introduction to Salesforce Platform - Basicsanskriti agarwal
 
Session 1: INTRODUCTION TO SALESFORCE
Session 1: INTRODUCTION TO SALESFORCESession 1: INTRODUCTION TO SALESFORCE
Session 1: INTRODUCTION TO SALESFORCESmritiSharan1
 

Mais procurados (20)

Technology in Society-CRM-(Salesforce)-Business Strategy
Technology in Society-CRM-(Salesforce)-Business Strategy Technology in Society-CRM-(Salesforce)-Business Strategy
Technology in Society-CRM-(Salesforce)-Business Strategy
 
Introduction to Salesforce | Salesforce Tutorial for Beginners | Salesforce T...
Introduction to Salesforce | Salesforce Tutorial for Beginners | Salesforce T...Introduction to Salesforce | Salesforce Tutorial for Beginners | Salesforce T...
Introduction to Salesforce | Salesforce Tutorial for Beginners | Salesforce T...
 
Salesforce Overview For Beginners/Students
Salesforce Overview For Beginners/StudentsSalesforce Overview For Beginners/Students
Salesforce Overview For Beginners/Students
 
Salesforce intro session_for_students_v2
Salesforce intro session_for_students_v2Salesforce intro session_for_students_v2
Salesforce intro session_for_students_v2
 
What Is Salesforce? | Salesforce Training - What Does Salesforce Do? | Salesf...
What Is Salesforce? | Salesforce Training - What Does Salesforce Do? | Salesf...What Is Salesforce? | Salesforce Training - What Does Salesforce Do? | Salesf...
What Is Salesforce? | Salesforce Training - What Does Salesforce Do? | Salesf...
 
Salesforce Service Cloud
Salesforce Service CloudSalesforce Service Cloud
Salesforce Service Cloud
 
Positioning Success Services at Pre-Sales Stages
Positioning Success Services at Pre-Sales StagesPositioning Success Services at Pre-Sales Stages
Positioning Success Services at Pre-Sales Stages
 
Salesforce.com Overview
Salesforce.com OverviewSalesforce.com Overview
Salesforce.com Overview
 
Admin Best Practices: Introducing Einstein Recommendation Builder
Admin Best Practices: Introducing Einstein Recommendation BuilderAdmin Best Practices: Introducing Einstein Recommendation Builder
Admin Best Practices: Introducing Einstein Recommendation Builder
 
Introducing salesforce shield - Paris Salesforce Developer Group - Oct 15
Introducing salesforce shield - Paris Salesforce Developer Group - Oct 15Introducing salesforce shield - Paris Salesforce Developer Group - Oct 15
Introducing salesforce shield - Paris Salesforce Developer Group - Oct 15
 
Intro to Cloud Computing and Sales force
Intro to Cloud Computing and Sales forceIntro to Cloud Computing and Sales force
Intro to Cloud Computing and Sales force
 
Salesforce ppt
Salesforce pptSalesforce ppt
Salesforce ppt
 
What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce ...
What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce ...What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce ...
What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce ...
 
Salesforce Order Management Product Overview Deck.pdf
Salesforce Order Management Product Overview Deck.pdfSalesforce Order Management Product Overview Deck.pdf
Salesforce Order Management Product Overview Deck.pdf
 
Customer Service in Salesforce: Managing Cases Effectively
Customer Service in Salesforce: Managing Cases EffectivelyCustomer Service in Salesforce: Managing Cases Effectively
Customer Service in Salesforce: Managing Cases Effectively
 
Key Benefits Of Salesforce Mobile Applications
  Key Benefits Of Salesforce Mobile Applications  Key Benefits Of Salesforce Mobile Applications
Key Benefits Of Salesforce Mobile Applications
 
Success Cloud at Innovation day
Success Cloud at Innovation daySuccess Cloud at Innovation day
Success Cloud at Innovation day
 
Salesforce complete overview
Salesforce complete overviewSalesforce complete overview
Salesforce complete overview
 
Introduction to Salesforce Platform - Basic
Introduction to Salesforce Platform - BasicIntroduction to Salesforce Platform - Basic
Introduction to Salesforce Platform - Basic
 
Session 1: INTRODUCTION TO SALESFORCE
Session 1: INTRODUCTION TO SALESFORCESession 1: INTRODUCTION TO SALESFORCE
Session 1: INTRODUCTION TO SALESFORCE
 

Semelhante a Salesforce

Salesforce Online Training
Salesforce Online TrainingSalesforce Online Training
Salesforce Online TrainingKeylabs
 
Salesforce Training By JanBask Training
Salesforce Training By JanBask TrainingSalesforce Training By JanBask Training
Salesforce Training By JanBask TrainingJanBask Training
 
SalesForce_A_Primer_2015
SalesForce_A_Primer_2015SalesForce_A_Primer_2015
SalesForce_A_Primer_2015Puneet Verma
 
Leveraging Cloud
Leveraging CloudLeveraging Cloud
Leveraging Cloudmsmiller31
 
Force.com (Salesforce.com)
Force.com (Salesforce.com)Force.com (Salesforce.com)
Force.com (Salesforce.com)Vijay Maurya
 
Salesforce Presentation
Salesforce PresentationSalesforce Presentation
Salesforce PresentationChetna Purohit
 
Customer Resource Management
Customer Resource ManagementCustomer Resource Management
Customer Resource ManagementFathhi Mohamed
 
Crm heads to_the_cloud meeting 4
Crm heads to_the_cloud meeting 4Crm heads to_the_cloud meeting 4
Crm heads to_the_cloud meeting 4szarinammd
 
10 Recommended Salesforce App for Small Businesses
10 Recommended Salesforce App for Small Businesses10 Recommended Salesforce App for Small Businesses
10 Recommended Salesforce App for Small BusinessesJobs in Salesforce
 
Salesforce.com overview (1)
Salesforce.com   overview (1)Salesforce.com   overview (1)
Salesforce.com overview (1)Luan Minh
 
Salesforce.com Overview
Salesforce.com   OverviewSalesforce.com   Overview
Salesforce.com Overviewmulodo
 
Overview of Salesforce customer 360 through a Comprehensive Guide
Overview of Salesforce customer 360 through a Comprehensive GuideOverview of Salesforce customer 360 through a Comprehensive Guide
Overview of Salesforce customer 360 through a Comprehensive GuideEmorphis Technologies
 
Week 4 power point slide -1-case study 1-customer relationship....salesforce
Week 4  power point slide -1-case study 1-customer relationship....salesforceWeek 4  power point slide -1-case study 1-customer relationship....salesforce
Week 4 power point slide -1-case study 1-customer relationship....salesforceZulkifflee Sofee
 
Week 4 power point slide -1-case study 1-customer relationship....salesforce
Week 4  power point slide -1-case study 1-customer relationship....salesforceWeek 4  power point slide -1-case study 1-customer relationship....salesforce
Week 4 power point slide -1-case study 1-customer relationship....salesforceZulkifflee Sofee
 
CRM solutions for an evolving business
CRM solutions for an evolving businessCRM solutions for an evolving business
CRM solutions for an evolving businessNagarro
 

Semelhante a Salesforce (20)

Salesforce Online Training
Salesforce Online TrainingSalesforce Online Training
Salesforce Online Training
 
Salesforce.com
Salesforce.comSalesforce.com
Salesforce.com
 
Salesforce Training By JanBask Training
Salesforce Training By JanBask TrainingSalesforce Training By JanBask Training
Salesforce Training By JanBask Training
 
SalesForce_A_Primer_2015
SalesForce_A_Primer_2015SalesForce_A_Primer_2015
SalesForce_A_Primer_2015
 
Leveraging Cloud
Leveraging CloudLeveraging Cloud
Leveraging Cloud
 
Salesforce.pptx
Salesforce.pptxSalesforce.pptx
Salesforce.pptx
 
Force.com (Salesforce.com)
Force.com (Salesforce.com)Force.com (Salesforce.com)
Force.com (Salesforce.com)
 
Salesforce Presentation
Salesforce PresentationSalesforce Presentation
Salesforce Presentation
 
Customer Resource Management
Customer Resource ManagementCustomer Resource Management
Customer Resource Management
 
What is xRMLink
What is xRMLinkWhat is xRMLink
What is xRMLink
 
Crm heads to_the_cloud meeting 4
Crm heads to_the_cloud meeting 4Crm heads to_the_cloud meeting 4
Crm heads to_the_cloud meeting 4
 
10 Recommended Salesforce App for Small Businesses
10 Recommended Salesforce App for Small Businesses10 Recommended Salesforce App for Small Businesses
10 Recommended Salesforce App for Small Businesses
 
Salesforce
Salesforce  Salesforce
Salesforce
 
Salesforce.com overview (1)
Salesforce.com   overview (1)Salesforce.com   overview (1)
Salesforce.com overview (1)
 
Salesforce.com Overview
Salesforce.com   OverviewSalesforce.com   Overview
Salesforce.com Overview
 
Overview of Salesforce customer 360 through a Comprehensive Guide
Overview of Salesforce customer 360 through a Comprehensive GuideOverview of Salesforce customer 360 through a Comprehensive Guide
Overview of Salesforce customer 360 through a Comprehensive Guide
 
Week 4 power point slide -1-case study 1-customer relationship....salesforce
Week 4  power point slide -1-case study 1-customer relationship....salesforceWeek 4  power point slide -1-case study 1-customer relationship....salesforce
Week 4 power point slide -1-case study 1-customer relationship....salesforce
 
Week 4 power point slide -1-case study 1-customer relationship....salesforce
Week 4  power point slide -1-case study 1-customer relationship....salesforceWeek 4  power point slide -1-case study 1-customer relationship....salesforce
Week 4 power point slide -1-case study 1-customer relationship....salesforce
 
CRM solutions for an evolving business
CRM solutions for an evolving businessCRM solutions for an evolving business
CRM solutions for an evolving business
 
Top 10 marketing
Top 10 marketingTop 10 marketing
Top 10 marketing
 

Último

Patterns of Written Texts Across Disciplines.pptx
Patterns of Written Texts Across Disciplines.pptxPatterns of Written Texts Across Disciplines.pptx
Patterns of Written Texts Across Disciplines.pptxMYDA ANGELICA SUAN
 
Drug Information Services- DIC and Sources.
Drug Information Services- DIC and Sources.Drug Information Services- DIC and Sources.
Drug Information Services- DIC and Sources.raviapr7
 
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRADUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRATanmoy Mishra
 
How to Manage Cross-Selling in Odoo 17 Sales
How to Manage Cross-Selling in Odoo 17 SalesHow to Manage Cross-Selling in Odoo 17 Sales
How to Manage Cross-Selling in Odoo 17 SalesCeline George
 
Quality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICEQuality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICESayali Powar
 
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptxSandy Millin
 
How to Solve Singleton Error in the Odoo 17
How to Solve Singleton Error in the  Odoo 17How to Solve Singleton Error in the  Odoo 17
How to Solve Singleton Error in the Odoo 17Celine George
 
How to Use api.constrains ( ) in Odoo 17
How to Use api.constrains ( ) in Odoo 17How to Use api.constrains ( ) in Odoo 17
How to Use api.constrains ( ) in Odoo 17Celine George
 
UKCGE Parental Leave Discussion March 2024
UKCGE Parental Leave Discussion March 2024UKCGE Parental Leave Discussion March 2024
UKCGE Parental Leave Discussion March 2024UKCGE
 
Patient Counselling. Definition of patient counseling; steps involved in pati...
Patient Counselling. Definition of patient counseling; steps involved in pati...Patient Counselling. Definition of patient counseling; steps involved in pati...
Patient Counselling. Definition of patient counseling; steps involved in pati...raviapr7
 
Practical Research 1 Lesson 9 Scope and delimitation.pptx
Practical Research 1 Lesson 9 Scope and delimitation.pptxPractical Research 1 Lesson 9 Scope and delimitation.pptx
Practical Research 1 Lesson 9 Scope and delimitation.pptxKatherine Villaluna
 
The Stolen Bacillus by Herbert George Wells
The Stolen Bacillus by Herbert George WellsThe Stolen Bacillus by Herbert George Wells
The Stolen Bacillus by Herbert George WellsEugene Lysak
 
CHUYÊN ĐỀ DẠY THÊM TIẾNG ANH LỚP 11 - GLOBAL SUCCESS - NĂM HỌC 2023-2024 - HK...
CHUYÊN ĐỀ DẠY THÊM TIẾNG ANH LỚP 11 - GLOBAL SUCCESS - NĂM HỌC 2023-2024 - HK...CHUYÊN ĐỀ DẠY THÊM TIẾNG ANH LỚP 11 - GLOBAL SUCCESS - NĂM HỌC 2023-2024 - HK...
CHUYÊN ĐỀ DẠY THÊM TIẾNG ANH LỚP 11 - GLOBAL SUCCESS - NĂM HỌC 2023-2024 - HK...Nguyen Thanh Tu Collection
 
HED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfHED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfMohonDas
 
Philosophy of Education and Educational Philosophy
Philosophy of Education  and Educational PhilosophyPhilosophy of Education  and Educational Philosophy
Philosophy of Education and Educational PhilosophyShuvankar Madhu
 
Benefits & Challenges of Inclusive Education
Benefits & Challenges of Inclusive EducationBenefits & Challenges of Inclusive Education
Benefits & Challenges of Inclusive EducationMJDuyan
 
CAULIFLOWER BREEDING 1 Parmar pptx
CAULIFLOWER BREEDING 1 Parmar pptxCAULIFLOWER BREEDING 1 Parmar pptx
CAULIFLOWER BREEDING 1 Parmar pptxSaurabhParmar42
 
General views of Histopathology and step
General views of Histopathology and stepGeneral views of Histopathology and step
General views of Histopathology and stepobaje godwin sunday
 
In - Vivo and In - Vitro Correlation.pptx
In - Vivo and In - Vitro Correlation.pptxIn - Vivo and In - Vitro Correlation.pptx
In - Vivo and In - Vitro Correlation.pptxAditiChauhan701637
 

Último (20)

Patterns of Written Texts Across Disciplines.pptx
Patterns of Written Texts Across Disciplines.pptxPatterns of Written Texts Across Disciplines.pptx
Patterns of Written Texts Across Disciplines.pptx
 
Finals of Kant get Marx 2.0 : a general politics quiz
Finals of Kant get Marx 2.0 : a general politics quizFinals of Kant get Marx 2.0 : a general politics quiz
Finals of Kant get Marx 2.0 : a general politics quiz
 
Drug Information Services- DIC and Sources.
Drug Information Services- DIC and Sources.Drug Information Services- DIC and Sources.
Drug Information Services- DIC and Sources.
 
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRADUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
 
How to Manage Cross-Selling in Odoo 17 Sales
How to Manage Cross-Selling in Odoo 17 SalesHow to Manage Cross-Selling in Odoo 17 Sales
How to Manage Cross-Selling in Odoo 17 Sales
 
Quality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICEQuality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICE
 
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
 
How to Solve Singleton Error in the Odoo 17
How to Solve Singleton Error in the  Odoo 17How to Solve Singleton Error in the  Odoo 17
How to Solve Singleton Error in the Odoo 17
 
How to Use api.constrains ( ) in Odoo 17
How to Use api.constrains ( ) in Odoo 17How to Use api.constrains ( ) in Odoo 17
How to Use api.constrains ( ) in Odoo 17
 
UKCGE Parental Leave Discussion March 2024
UKCGE Parental Leave Discussion March 2024UKCGE Parental Leave Discussion March 2024
UKCGE Parental Leave Discussion March 2024
 
Patient Counselling. Definition of patient counseling; steps involved in pati...
Patient Counselling. Definition of patient counseling; steps involved in pati...Patient Counselling. Definition of patient counseling; steps involved in pati...
Patient Counselling. Definition of patient counseling; steps involved in pati...
 
Practical Research 1 Lesson 9 Scope and delimitation.pptx
Practical Research 1 Lesson 9 Scope and delimitation.pptxPractical Research 1 Lesson 9 Scope and delimitation.pptx
Practical Research 1 Lesson 9 Scope and delimitation.pptx
 
The Stolen Bacillus by Herbert George Wells
The Stolen Bacillus by Herbert George WellsThe Stolen Bacillus by Herbert George Wells
The Stolen Bacillus by Herbert George Wells
 
CHUYÊN ĐỀ DẠY THÊM TIẾNG ANH LỚP 11 - GLOBAL SUCCESS - NĂM HỌC 2023-2024 - HK...
CHUYÊN ĐỀ DẠY THÊM TIẾNG ANH LỚP 11 - GLOBAL SUCCESS - NĂM HỌC 2023-2024 - HK...CHUYÊN ĐỀ DẠY THÊM TIẾNG ANH LỚP 11 - GLOBAL SUCCESS - NĂM HỌC 2023-2024 - HK...
CHUYÊN ĐỀ DẠY THÊM TIẾNG ANH LỚP 11 - GLOBAL SUCCESS - NĂM HỌC 2023-2024 - HK...
 
HED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfHED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdf
 
Philosophy of Education and Educational Philosophy
Philosophy of Education  and Educational PhilosophyPhilosophy of Education  and Educational Philosophy
Philosophy of Education and Educational Philosophy
 
Benefits & Challenges of Inclusive Education
Benefits & Challenges of Inclusive EducationBenefits & Challenges of Inclusive Education
Benefits & Challenges of Inclusive Education
 
CAULIFLOWER BREEDING 1 Parmar pptx
CAULIFLOWER BREEDING 1 Parmar pptxCAULIFLOWER BREEDING 1 Parmar pptx
CAULIFLOWER BREEDING 1 Parmar pptx
 
General views of Histopathology and step
General views of Histopathology and stepGeneral views of Histopathology and step
General views of Histopathology and step
 
In - Vivo and In - Vitro Correlation.pptx
In - Vivo and In - Vitro Correlation.pptxIn - Vivo and In - Vitro Correlation.pptx
In - Vivo and In - Vitro Correlation.pptx
 

Salesforce

  • 2. Salesforce.com •2  Salesforce is the worlds' first and most popular CRM system headquartered in San Francisco. With more than 82,000 companies and 100,000+ customers rely on this dynamic, web-based, low-cost CRM platform.  It was founded in March 1999 by former Oracle executive Marc Benioff Salesforce.com has its services translated into 16 different languages and currently has 82,400 regular customers and over 2,100,000 subscribers  Salesforce CRM provides a complete solution for that includes feature-rich solutions for marketing, sales, services, partner management and community management.
  • 3. •3 Salesforce CRM benefits • Low cost, low risk cloud based solution software service to buy. • Complete solution includes feature-rich solution for marketing, sales, service, partner management and community management. • Fast result because it drain resources on high value, low cost and focus on innovation
  • 4. •salesforce.com proprietary/confidential: customer internal use only •4  What is CRM?  For sales and marketing For sales managers, CRM cloud apps provide real-time visibility into their team’s activities so they can forecast sales with confidence. For sales reps, CRM cloud apps make it easy to manage customer information so reps spend less time handling data and more time with customers.
  • 5. •salesforce.com proprietary/confidential: customer internal use only •5  For marketers, nothing is more important than tracking the sales that result from leads generated through marketing campaigns on your Web site, in email, or with Google AdWords. CRM cloud apps let marketers track leads and sources, route leads to the right salespeople in real time, and provide the analytics to see what’s working and what can be improved.
  • 6. •salesforce.com proprietary/confidential: customer internal use only •6  For customer service  Your customers have questions about your products. Today, they might go to Google or Twitter to look for answers and only contact your call center if they can’t find what they need. To deliver stellar customer service, you need to connect all the conversations that happen on social networks with the internal knowledge your agents use every day. That way, your customers get answers fast and are happy. And it costs you less
  • 7. •salesforce.com proprietary/confidential: customer internal use only •7  CRM Cloud Platform  CRM cloud apps need to be easy to use for sales, marketing, and service professionals in any industry. That’s why smart companies rely on a CRM platform that gives them complete freedom to customize CRM for their business. It’s the best way to boost adoption and make sure your CRM apps are working the way you do.
  • 8. •salesforce.com proprietary/confidential: customer internal use only •8  CRM Cloud Infrastructure  Successful CRM customers rely on a proven, trusted infrastructure—the servers and software in a data center—for running their CRM applications. For CRM to work effectively, it must have three characteristics:  High reliability – uptime that exceeds 99.9%  High performance – data access in less than 300 ms  High security – industry certifications such as ISO27001 and SAS 70 Type II  An effective CRM infrastructure is based on multitenancy: multiple customers sharing common technology and all running on the latest release, much like Amazon.com or Google. With multitenancy, you don’t have to worry about application or infrastructure upgrades—they happen automatically. In fact, multitenancy lets companies focus on managing CRM, not managing technology.
  • 9. Salesforce.com Strengths •salesforce.com proprietary/confidential: customer internal use only •9  The most recent CRM market share analysis report shows Salesforce as the clear market leader and increasing the distance over the rest of the pack.  The company is a proven innovator. This strength alone separates Salesforce.com from much of its competition and provides increased payback for customers.  Salesforce.com promotes a vibrant user community. The company uses its own Ideas solution to solicit community input, actively monitors social networks and provides online venues for customers to make themselves heard. Too often CRM companies don't actually practice the Customer Relationship Management they speak of, however, Salesforce.com clearly walks the walk.
  • 10. •salesforce.com proprietary/confidential: customer internal use only •10  The Salesforce.com user interface maximizes consumer technologies to deliver a simple and rewarding user experience. This has delivered a profound effect in achieving user adoption.Salesforce.com is championing social CRM and delivering the technology for its customers to achieve social CRM business objectives
  • 11. •salesforce.com proprietary/confidential: customer internal use only •11 The company's combination of Salesforce1, Force.com, PaaS tools and AppExchange lead the SaaS CRM industry in terms of cloud integration, software customization, third party extensibility and ecosystem.The company's growth continues to amaze. In addition to revenue growth, Salesforce reported 17 straight quarters of declining customer attrition rates driven in large part by increased utilization of the Salesforce CRM suite and greater customization using the Salesforce1 platform
  • 12. •12
  • 13. Salesforce CRM is pay as-you-go. Different pricing edition plans are available. Contact Manager $5 /user/Month Group $15 /user/Month Professional $65 /user/Month Unlimited $250 /user/Month •13
  • 14. Salesforce is divided into different sets of tools referred to as "clouds” •Sales Cloud •Service Cloud •Collaboration Cloud Sales Cloud- Sales Cloud helps to sell products and Services, manage connection with customer, and close more deals. Sales Cloud include Chatter, Social Contact, Marketing and Leads, Data.com, Opportunities and quotes, Approval and Work process, Files and Libraries, Analytics and Forecasting, Partner Management, AppExchange, Email and calendaring •14
  • 15. Collabration Cloud - Collabration cloud consist of Salesforce Chatter and Radian6 service cloud which helps to connect with co-workers, customers, and partners to share experience and information across. Service Cloud - Service cloud increase agent productivity, reduces service costs, and gain better visibility into Service Organization. It includes Customer Portal, Live Agent, Contract and entitlement •15
  • 16. Custom Cloud - Custom Cloud is infrastructure used to for building customized cloud application development for automation, analytics and approval processes. •16
  • 17. Types of applications Partners built ERP on Salesforce Human oriented size Structured Data Like approval process Internet & Portal type of applications Long-tail apps •17
  • 18. •18
  • 19. •19 Salesforce.com, Inc. offers a family of products, and has thousands of clients who use its service, but each company’s secure Web site is separate from the other Web sites and might look different to suit their unique needs like  Sharing Rules / Org-Wide Default  Approval Processes  Junction Object  Master-Detail / Lookup relationships  Report / Report Types / Dashboards  Data Loader / Import Wizard  Formula Fields  Analytical Snapshot  Workflows  Encrypted Fields / External Ids  Governor Limits
  • 20. General steps for building Salesforce.com 1. Creating Application Description 2. Add Relationships 3. Use Formulas and Validations 4. Automating Process using Workflow 5. Creating Approval Process 6. Creating Reports and Dashboards 7. Adding Programming Logic to Apex 8. Adding tests to your apps 9. Building Custom user Interface using Visual Force 10. Creating Public Web pages using Sites •21
  • 21. 1. Creating Application • Creating field • Fields can be set as unique, required or as external id. A required field is always displayed in the edit page. • A field of type external id is a record id from another system. • Fields of type number, text and email can be set as external id. • Objects can have upto 500 custom fields. • Each object can have up to three external ids •22
  • 22. • Creating Record • Record types allow you to offer different business processes, picklist values, and page layouts to different users based on their profiles. • Record types can be used in various ways, for example: Create record types for opportunities to differentiate your regular sales deals from your professional services engagements and offer different picklist values for each. <CustomObject xmlns="http://soap.sforce.com/2006/04/metadata"> <recordTypes> <fullName>My First Recordtype</fullName> </recordTypes> </CustomObject> •23
  • 23. 2. Adding Relationships • Creating Object •Objects logically correspond to database tables in a relational database. •Objects can be Standard or Custom. Standard are objects are predefined by Salesforce like Accounts, Case, Contact etc •Custom objects store information that is unique and important to your organization. Custom objects are created by developers based upon application requirements. •Custom objects are reportable and search-able. • Creating Record The record type can be text or auto-number. Auto-number can take values like A-{0001}, A-{0002} etc •24
  • 24. Object Relationships There are two main type of relationships in Salesforce • Master-detail Relationship: It is Parent-Child relationship that controls behaviour of detail object. They are tightly coupled. Maximum 2 Master-Detail relationship can be created in Salesforce for detail object • Lookup Relationship : It is type of relation which link two objects together, but has no effect on deletion or security. They are loosely coupled. Max 25 lookup relationship per child can be created. •25
  • 25. 3. Using Formula and Validation •26
  • 26. •27
  • 27. •salesforce.com proprietary/confidential: customer internal use only •28 4. Automating Process using Workflow • Setting of Workflow Rule • Test the Workflow Rules • Creating Approval Process • Create an Email Template • Create an Approval Process • Create a Custom Profile • Create a User • Test the Approval Process
  • 28. 5. Workflow and Approval Process •Involve automating business process Ex: Trigger an alert •Help us create business logic based on rules: •Workflow rules can assign tasks users to update fields or send email alerts •Approval processes allow users to submit sensitive records like new contracts or purchase orders for approval •29
  • 29. •salesforce.com proprietary/confidential: customer internal use only •30 6. Creating Reports and Dashboards a) Report Types:  Tabular – Simple data listing without subtotals  Summary – Data listing plus sorting and subtotaling of data  Matrix – Summarizes data in a grid against X and Y axis (similar to pivot table)  All reports can be customized / personalized for individual reporting needs  Reporting engine limits the view of data to two sometimes three object relationships  "Smart" totaling means that duplicate data is counted only once in any subtotal or total.
  • 30. Report of Enterprise CRM Solution •31
  • 31. B) CREATING DASHBOARD  Dashboards can only be created by Summary and Matrix reports  Security for Dashboards exists at the folder level
  • 32. Recruiting App Dashboard of Enterprise CRM Solution •33
  • 33. 7. Adding Programming Logic to Apex • Apex is a powerful object-oriented language, with many of the features typically found in similar languages such as Java. • Apex class consists features of the general language, such as arrays, iteration, and querying the database. • Apex is a development platform for building software as a service (SaaS) applications on top of Salesforce.com's customer relationship management (CRM) functionality. • Apex allows developers to access Salesforce.com's back-end database and client-server interfaces to create third-party SaaS applications. • Apex includes an application program interface (API) that developers can use to access user data on Salesforce.com. •34
  • 34. •35 8. Adding tests to your app •Create an Apex Trigger Definition • Defining List Variable • Iterate Through the List and Modify • Test the Trigger
  • 35. Visual Force shot •36 9. Building Custom user Interface using Visual Force • Enable Visualforce Development Mode • Create a Visualforce Page • Add a Style sheet Static Resource • Add a Controller to the Page
  • 36. Visual Force •37 Visualforce is used to present the data to users. Salesforce’s Visual force use MVC Design Pattern that used for managing your web application. MVC pattern contains below three modules:  Model  View  Controller  Model: It describes what schema and data does Salesforce uses to represent the system completely.. For example if the task is related to business logic or handling Database you will write Bean classes or Java classes, these classes comes under MODEL  View: View describe how the schema and data is represented. All the representation type stuff like JSP page, HTML page, CSS, page layouts style sheets  Controller: It describe how the interface actions. Controllers are used to perform the actions whenever users interact with visual force.
  • 37. 10. Creating Public Web pages using Sites •Create Catalog Page • Register a Force.com Domain Name •Create a Force.com Site •Configure and Test the Site •Bonus Step—Updating the Page with AJAX •38
  • 38. How Salesforce is Useful •39  Salesforce.com offers a conclusive concept to deliver an easy to use CRM Software as a service using a dynamic, scale free cloud computing approach.  This satisfies the customer demand and leverages cost benefits for the customers of Salesforce.com.  Salesforce does a lot to create a productive, collaborative CRM environment.  The success of Salesforce.com is based on an excellent management, a clear company strategy and a business model, which uses cutting edge technology combined with a developer community and an easy to use platform, which is delivered in a very cost effective manner