Salesforce is an extremely influential platform directly out of the box. But for the users who truly want to push their implementation to the next level and exploit all that Salesforce offers, there’s a whole world of features and capabilities waiting at their fingertips. Here are some of the 6 innovative featured produce available from Salesforce, which will help modernize businesses, to allow them to stand out in the market.
Artificial Intelligence and Chat technology have made a bounce across all industries in all the aspects, from retail to banking to insurance. Einstein Bot for Service Cloud was made available in 2018, which is Salesforce’s effort to step into this evolving trend. The basic thought behind Einstein Bot is to lessen a company’s chat amount by automating responses to general service requests, thereby releasing customer service employees to concentrate only on more complex requests.
Einstein Bots are driven by Salesforce Einstein, AI-powered customer relationship management (CRM) assistant of the company, which possesses the capability of identifying patterns and trends to forecast results, predict customer behavior, and provide recommendations to customers and employees similarly. Each Einstein Bot utilizes this expertise to draw a customer’s data and service history, called transactions, from the major Salesforce CRM platform to deliver smarter and tailored responses.
Humans are naturally social beings and truly act in response to the thought of community, which makes it clear why this is one of the most powerful promotional tools and why there’s an increase in online branded communities in recent years. Salesforce Community Cloud aspires to assist businesses in leveraging benefits of these trends by creating their own branded online communities, which their customers and Partners can use to connect with one another and employees can utilize it to take action to service questions more quickly.
The functionality of Community Cloud is quite simple. It resonates with Salesforce’s philosophy -click, not code, through which a business can easily make a community:
Communities built with Community Cloud are usable on mobile and can be incorporated with Chatter, which is the enterprise collaboration software of Salesforce. As per to Salesforce, businesses can use Community Cloud to improve partner sales by providing their resellers, distributors and partners a ready-made place for communication.
At present, almost all Salesforce users are familiar with Trailhead, which is the company’s learning platform. It is the combination of educational content and gamification for more inclusive training however, it is possible that some of the users are not yet aware of myTrailhead.
It was announced in 2017 and made accessible in 2019; myTrailhead is a learning management system that makes use of Salesforce skills training information existing in Trailhead and modifies it to match up with a company’s sole customs, style, and branding. It also allows businesses to build up custom modules, trails, and trail-mixes that exploit existing Salesforce or customer-generated learning data to definite roles and functions inside their company.
According to a survey from Microsoft in 2017, 96% of respondents stated that customer service is significant in their preference for reliability to a brand. When the proportions are so high, businesses inevitably manage customer service poorly resulting in, reduced customer trust and loyalty to their brand. That’s why Salesforce came up with Service Cloud, its consistent customer service support platform.
Service Cloud provides call center personnel and field service technicians with a 360-degree view of the customer that helps them to give faster, more comprehensive and more customized service. Service Cloud also allows customers to tackle their service requests autonomously by providing them with a self-service portal with which they can use a business’ knowledge base or converse with AI-enabled chatbots.
With the use of Service Cloud, businesses can considerably augment their initial fix rate, trim down service reps’ workload, interact with customers across any channel and take advantage of the rising trend of customer self-service.
A business needs to work as a well-functioning machine if it desires to flourish in the competitive market. There are a number of departments throughout the organization, and the data silos exist between them. Rise of Word processors and collaboration tools like Google Docs and Slack have fulfilled this need, allowing users to share documents and interact in real-time.
According to Alan Lepofsky, VP of Salesforce Quip, Salesforce purchased Quip in 2016, it is a single such collaboration tool built to convey productivity straight into the context of business workflows and to make sales and customer support teams well managed and more competent. By deploying Quip, companies can set in joint documents within records and processes, which make it easier for teams to access the most updated data and apply best practices.
With the use of Quip’s mobile optimization, users can make changes to existing documents from anywhere in the world, thus remove the chances of duplicate entries and lessen the risk of dirty data. Quip not only with Salesforce, but also integrates with many apps, such as Dropbox, Jira, and Lucidchart, for improved functionality.
Every business takes an interest in building custom applications that ease the life of its customers. Whether it is automating the purchase process or providing a customer self-service, app development is a time-consuming and lengthy process, which might not match with a business’ planned timeline. Heroku is another Salesforce achievement as a platform as a service that allows companies to develop and deploy apps quickly.
Heroku utilizes dynos to enclose application code and reliance into light-weighted, isolated environments that provide compute, memory, an OS and a temporary file system. Heroku apps are built on these dynos and take out the requirements for clunky infrastructure-based management. For building and deploying a Heroku app, develops need source code, a list of dependencies and a text file stating commands and Heroku’s build system does the rest of the work.
Heroku users also get the opportunity to use Heroku Connect, an add-on feature for bi-directional data synchronization between Salesforce and Heroku, so that the apps can streamline the functions of the Salesforce Lightning platform.
These are only a few of the innovative featured products offered by Salesforce. In addition to them, there is a long list of Salesforce products and services that you exploit to make most out of your Salesforce investment. But do you know what features or capabilities your business requires in a Salesforce product? If not, contact your Salesforce Consulting Partner today! ExistBI has Salesforce consultants in the United States, the United Kingdom, and Europe.