What does SalesforceIQ

Business software

A good 15 years ago, Salesforce.com was launched on the market as a pure CRM solution in the SaaS delivery model. In the meantime, the portfolio has developed into a comprehensive tool kit for sales, service and marketing, and more recently also for the management of various communities and for business analytics. At the same time, the technical base was greatly diversified through a series of acquisitions. So that users and interested parties can find their way through the jungle of numerous products, technologies and functions, we explain the individual components of the offer in detail.

First the brief overview from A to Z:

  1. Analytics cloud
    Salesforce's analytics cloud capabilities are designed to enable business users to analyze customer data and analysts to provide their customers with new insights. Expertise in business intelligence and data mining, once indispensable for meaningful insights, is not required.
  2. App Exchange
    App Exchange is an online marketplace for business applications that are offered by third parties for operation (in the PaaS model) on Force.com, partly for a fee, partly free, partly in the freemium model. The apps are not limited to the traditional Salesforce functional area CRM; the portfolio ranges from customer service, marketing and IT / administration to personnel management, finance and ERP to collaboration and business analytics.
  3. Chatter
    Chatter can be used to set up social networks, but they are limited to and under the control of one company. Their purpose is not private exchange between people or social media marketing of companies towards their target groups, but the exchange between employees in order to make sales, marketing and service processes more efficient and to improve results.
  4. Community cloud
    Salesforce positions the Community Cloud as a platform for business process management and online collaboration between employees, customers, partners, suppliers and distributors. It enables companies to create public or closed network communities under their own brand.
  5. Data.com
    The Salesforce service Data.com offers two central functions that cover essential aspects of the Sales Cloud: On the one hand, the system is used to automatically transfer and manage customer data records within a Salesforce account. On the other hand, Data.com enables its one million subscribers to make their contact details available to one another.
  6. Force.com
    Force.com is a PaaS (Platform as a Service) offering that developers can use to create multi-tenant applications that can be integrated into the central Salesforce application landscape. Apps developed with Force.com run on Salesforce's own infrastructure. Salesforce's core applications also run on Force.com.
  7. Heroku
    The Heroku development platform enables developers to develop apps specifically for social media such as Facebook and for mobile devices, or to provide existing applications for them. Application development is significantly accelerated because the architectures of social media can be used instead of creating your own application architectures.
  8. Lightning
    Lightning, announced at the Dreamforce conference in autumn 2014, is a proprietary Javascript framework that should enable developers to create mobile applications particularly quickly. If you follow Salesforce blogger Mike Rosenbaum, Lightning is even the "next generation of the Salesforce 1 platform".
  9. Marketing Cloud
    The Marketing Cloud is used - in Salesforce jargon - to design "customer journeys", which is done with the aid of the "Journey Builder": Real-time provision of individual, as relevant information as possible for each customer by means of cross-channel and cross-device interaction. For example, email campaigns are possible.
  10. Sales Cloud
    Under the term Sales Cloud, Salesforce combines all functions and services on the Salesforce 1 platform that are used for sales automation. The focus here is on the classic CRM functions of contact, opportunity and lead management, in conjunction with reporting, monitoring and forecasting functions.
  11. Salesforce 1
    The Salesforce 1 platform is the hub of Salesforce's cloud offering. App development for all mobile and stationary devices takes place here as well as the operation of the apps for networking customers, employees, partners and products. 1.5 billion transactions are processed via the platform, more than half of them via APIs.
  12. Service cloud
    The Service Cloud includes all customer service functions as well as supporting functions that Salesforce offers in the SaaS (Software as a Service) model. These include real-time services such as an SOS button in mobile applications, service communities, multichannel support, the integration of social media as service channels and chatters, so that competent colleagues can quickly be called for support in the event of urgent problems.
  13. Work.com
    Work.com is a service that aims to enable sales managers to manage their teams more efficiently; “Sales Performance Management” is the generic term. Teams can be put together on the fly, agreed individual sales targets can be linked (and compared) with results actually achieved, and overview reports on the performance of teams or individual employees can be created using drag and drop.
  14. Analytics cloud
    Salesforce's analytics cloud capabilities are designed to enable business users to analyze customer data and analysts to provide their customers with new insights. Expertise in business intelligence and data mining, once indispensable for meaningful insights, is not required.
  15. App Exchange
    App Exchange is an online marketplace for business applications that are offered by third parties for operation (in the PaaS model) on Force.com, partly for a fee, partly free, partly in the freemium model. The apps are not limited to the traditional Salesforce functional area CRM; the portfolio ranges from customer service, marketing and IT / administration to personnel management, finance and ERP to collaboration and business analytics.
  16. Chatter
    Chatter can be used to set up social networks, but they are limited to and under the control of one company. Their purpose is not private exchange between people or social media marketing of companies towards their target groups, but the exchange between employees in order to make sales, marketing and service processes more efficient and to improve results.
  17. Community cloud
    Salesforce positions the Community Cloud as a platform for business process management and online collaboration between employees, customers, partners, suppliers and distributors. It enables companies to create public or closed network communities under their own brand.
  18. Data.com
    The Salesforce service Data.com offers two central functions that cover essential aspects of the Sales Cloud: On the one hand, the system is used to automatically transfer and manage customer data records within a Salesforce account. On the other hand, Data.com enables its one million subscribers to make their contact details available to one another.
  19. Force.com
    Force.com is a PaaS (Platform as a Service) offering that developers can use to create multi-tenant applications that can be integrated into the central Salesforce application landscape. Apps developed with Force.com run on Salesforce's own infrastructure. Salesforce's core applications also run on Force.com.
  20. Heroku
    The Heroku development platform enables developers to develop apps specifically for social media such as Facebook and for mobile devices, or to provide existing applications for them. Application development is significantly accelerated because the architectures of social media can be used instead of creating your own application architectures.
  21. Lightning
    Lightning, announced at the Dreamforce conference in autumn 2014, is a proprietary Javascript framework that should enable developers to create mobile applications particularly quickly. If you follow Salesforce blogger Mike Rosenbaum, Lightning is even the "next generation of the Salesforce 1 platform".
  22. Marketing Cloud
    The Marketing Cloud is used - in Salesforce jargon - to design "customer journeys", which is done with the help of the "Journey Builder": Real-time provision of individual, as relevant information as possible for each customer by means of cross-channel and cross-device interaction. For example, email campaigns are possible.
  23. Sales Cloud
    Under the term Sales Cloud, Salesforce combines all functions and services on the Salesforce 1 platform that are used for sales automation. The focus here is on the classic CRM functions of contact, opportunity and lead management, in conjunction with reporting, monitoring and forecasting functions.
  24. Salesforce 1
    The Salesforce 1 platform is the hub of Salesforce's cloud offering. App development for all mobile and stationary devices takes place here as well as the operation of the apps for networking customers, employees, partners and products. 1.5 billion transactions are processed via the platform, more than half of them via APIs.
  25. Service cloud
    The Service Cloud includes all customer service functions as well as supporting functions that Salesforce offers in the SaaS (Software as a Service) model. These include real-time services such as an SOS button in mobile applications, service communities, multichannel support, the integration of social media as service channels and chatters, so that competent colleagues can quickly be called for support in the event of urgent problems.
  26. Work.com
    Work.com is a service that aims to enable sales managers to manage their teams more efficiently; “Sales Performance Management” is the generic term. Teams can be put together on the fly, agreed individual sales targets can be linked (and compared) with results actually achieved, and overview reports on the performance of teams or individual employees can be created using drag and drop.

Salesforce 1 - the application platform

The Salesforce 1 platform is the hub of Salesforce's cloud offering. App development for all mobile and stationary devices takes place here as well as the operation of the apps for networking customers, employees, partners and products. 1.5 billion transactions are processed via the platform, more than half of which are via APIs.

In addition to the applications offered directly by Salesforce and its partners, apps are also provided that are developed by registered developers and third-party providers or - via drag and drop - by users without programming knowledge.

In technical terms, Salesforce divides the application areas on the platform into different functional areas: The Sales Cloud (classic CRM), the Service Cloud (customer service), the Marketing Cloud (customer contact), the Analytics Cloud (business intelligence) and the Community Cloud (social media) -Integration).

IaaS - the technical platform

From a technical point of view, the platform includes all services required to operate the applications. The area of ​​infrastructure (as a service - IaaS) includes the network, storage, operating system, database, application server, web server and of course the data center. For the application service, Salesforce takes care of security, integration, customization, web services, APIs and language versioning (multi-language).

Finally, the operational services offered via the platform include authentication, ensuring availability, monitoring, patch management, upgrades, backup and central network management (NOC).

Salesforce.com uses a separate physical data store on the platform for each Salesforce instance (Point of Deployment / PoD). Salesforce currently operates a good 50 PoDs worldwide; each of them serves around 10,000 users. In order to ensure multi-tenancy and to prevent the data of different customers from getting mixed up on a PoD, each data record in this environment is identified with the unique ID of its owner, i.e. a specific Salesforce user.

Sales Cloud

Under the term Sales Cloud, Salesforce combines all functions and services on the Salesforce 1 platform that are used for sales automation. The focus here is on the classic CRM functions of contact, opportunity and lead management, in conjunction with reporting, monitoring and forecasting functions.

Cooperation in sales is supported with the Chatter tool - more on this in the further course of this article. Mobile functional elements that enable team members to participate in sales processes on smartphones and tablets are becoming increasingly important. New workflows can be designed and graphically displayed with the Visual Workflow tool.

In view of increasing time-to-market requirements, the Sales Cloud also supports the flexible composition of sales teams and collaboration within and between teams. And because processes no longer always end at company boundaries, the management of cooperation partners in sales is also mapped as part of the Sales Cloud.

The prices per month, depending on the scope of functions, are 27 euros for the basic version (five users), for more extensive editions per user and month 70, 135 or 270 euros.

Service cloud

The Service Cloud includes all customer service functions as well as supporting functions that Salesforce offers in the SaaS (Software as a Service) model. These include real-time services such as an SOS button in mobile applications, service communities, multichannel support, the integration of social media as service channels and chatters, so that competent colleagues can quickly be called for support in the event of urgent problems.

The prices per month per user, depending on the range of functions, are 70 euros, 145 euros or 285 euros.

Marketing Cloud

The Marketing Cloud is used - in Salesforce jargon - to design "customer journeys", which is done with the aid of the "Journey Builder": Real-time provision of individual, as relevant information as possible for each customer by means of cross-channel and cross-device interaction.

E-mail campaigns - with the Exact Target solution -, mobile marketing, social media marketing and personalized online marketing, for example with individual "cloud pages" that can be created intuitively, are also part of the functional scope of the Marketing Cloud.