Salesforce Overview: These are the Tools Salesforce Has to Offer You
The Salesforce landscape is huge and almost unmanageable - in our overview we therefore present all modules in detail
- What is Salesforce?
- Individual Salesforce Products – United in One Platform
- Salesforce Sales Cloud in Detail
- Salesforce Marketing Cloud in Detail
- Salesforce Service Cloud in Detail
- Salesforce Commerce Cloud in Detail
- The Salesforce AI “Einstein”
- You should also be familiar with these Salesforce products and features
Whoever wants to run a successful business needs the right tools. Salesforce offers companies extensive solutions in areas such as Customer Relationship Management (CRM), customer service, marketing, and e-commerce—all within an all-in-one platform that ensures seamless (data) exchange between all departments.
However, since the Salesforce ecosystem is incredibly vast, it’s not always easy to keep track of all the features and possibilities that the platform offers businesses. But we got your back: In this (not-so-short) overview, you’ll find all Salesforce products at a glance. Happy reading!
What is Salesforce?
Salesforce is a Software-as-a-Service provider from the USA. At its core is a CRM platform that helps businesses drive customer success and interact more effectively with their customers. With a combination of AI-powered agents, unified data sources, powerful analytics, and comprehensive Customer 360 applications, Salesforce provides an integrated solution for modern customer management.
The platform enables companies of all sizes and industries to automate workflows and adapt processes flexibly and securely. This allows organizations to develop scalable low-code solutions that benefit both customers and employees.
Individual Salesforce Products – United in One Platform
Salesforce offers numerous solutions for your daily business operations. The various Salesforce products and features form a comprehensive all-in-one platform, allowing you to complete all your to-dos and be versatile in your business approach. Depending on your business goals and tasks, you can select from different features to tailor the right package for your needs.
Salesforce offers solutions for:
- Sales
- Customer Service
- Marketing
- B2B and B2C E-Commerce
You can think of the Salesforce ecosystem as three large, interconnected layers that are closely linked because they are based on a unified platform:
Salesforce Data Cloud
The Salesforce Data Cloud is the core of Salesforce and ensures that every team in your company works with the same data via the Customer 360 platform and has access to consistent, always up-to-date customer profiles. This way, everyone maintains an overview of purchase activities, service cases, ongoing and completed campaigns, and much more.
To get even more out of your data, you can easily connect the Data Cloud with other tools—whether it’s an ERP system, HR platform, or important databases. This is made possible by Salesforce’s Zero-Copy Architecture.
Salesforce Customer 360
Salesforce Customer 360 is an integrated platform that connects different teams and departments, facilitates communication, and, most importantly, provides a centralized 360-degree view of your customers. This ensures that your teams always have access to up-to-date information, can support customers in a targeted way, and efficiently improve the customer experience.
Salesforce Customer 360 includes, among others, the following products:
- Salesforce Sales Cloud
- Salesforce Marketing Cloud
- Salesforce Service Cloud
- Salesforce Commerce Cloud
- Instant Messenger Slack
- Business Intelligence and Analytics Platform Tableau
Salesforce Agentforce
The various Salesforce products are complemented by Salesforce Agentforce. These AI agents are autonomous, specialized applications that support your teams and customers 24/7. They combine your company’s data with artificial intelligence to efficiently handle routine tasks and provide your employees with the necessary insights.
- Service Agents handle customer inquiries 24/7 and provide automated, precise answers.
- Sales Development Representatives (SDRs) – Assist sales by engaging leads via email, WhatsApp, or SMS, answering questions, and scheduling meetings.
- Sales Coach Agents – Provide personalized training for sales teams, offering realistic feedback and recommendations to help close deals successfully.
- Personal Shopper Agents – Support customers in e-commerce, personalize product recommendations, and facilitate the purchase process directly on the website or in messaging apps.
- Campaign Agents – Help marketing teams plan campaigns efficiently, segment target audiences, and create content, continuously optimizing campaigns based on KPIs.
With the Salesforce Agent Builder, you can customize these agents and determine which tasks they should perform.
Salesforce Sales Cloud in Detail
With the Salesforce platform, you can build your own customized tech stack within an extensive ecosystem. The cloud-based all-in-one system offers numerous apps and add-ons for your daily tasks.
The Salesforce Sales Cloud optimizes sales processes, makes sales teams more productive, and strengthens long-term customer relationships through the use of AI. With Sales Cloud, you can centrally manage all aspects of sales—from lead generation and pipeline management, including detailed revenue forecasts, to payment processing.
Apps and Add-ons that make Salesforce Sales Cloud your personalized sales platform:
- Sales Enablement
- Salesforce Maps
- Salesforce CPQ
- Sales Engagement
- Sales AI Agents
- Sales Planning
- Revenue Intelligence
- Revenue Lifecycle Management
- Partner Relationship Management
- Slack Sales Elevate
Salesforce Marketing Cloud in Detail
The Salesforce Marketing Cloud helps you optimize your marketing strategy using the Salesforce Data Cloud and enables you to engage customers in a personalized way. With various modules, you can achieve your individual marketing goals, regardless of target audience size, using automation, analytics, and personalization.
Marketing Cloud Engagement
Automate personalized journeys and interactions across email, mobile, display and web to increase conversion rates with Salesforce Marketing Cloud Engagement.
Marketing Cloud Personalization
Deliver personalized and relevant interactions across preferred channels in real time with Salesforce Marketing Cloud Personalization, based on trusted customer data and AI.
Marketing Cloud Account Engagement
Salesforce Marketing Cloud Account Engagement automates your B2B marketing, optimizes lead nurturing and shortens sales cycles through personalized content.
Marketing Cloud Intelligence
Unify and analyze all marketing data with Salesforce Marketing Cloud Intelligence to measure campaign performance and make targeted optimizations.
Other Salesforce products and features that are part of the Marketing Cloud:
Customer Data Platform (CDP) | Manage and activate customer data from various sources to personalize interactions in real time. |
Marketing Cloud Advertising | Use CRM data to create targeted advertising campaigns and continuously improve their performance. |
Marketing Analytics | Analyze marketing data comprehensively, optimize budgets and gain AI-supported insights for strategic decisions. |
Loyalty Management | Develop and manage loyalty programs that retain customers in the long term and improve the customer experience. |
Referral Marketing | Increase your sales by using AI-powered programs to turn customers into brand ambassadors and quickly launch personalized referral campaigns across all channels. |
Marketing AI | Optimize your campaigns in real time with AI-powered insights, personalized recommendations and automated customer journeys tailored to your specific goals. |
Marketing Cloud Growth Edition | Improve customer relationships and increase your efficiency with AI-powered marketing automation that personalizes and automates data-based campaigns across all channels - ideal for small businesses to expand reach and retain customers in the long term. |
Salesforce Service Cloud in Detail
The Salesforce Service Cloud simplifies customer service by centrally connecting teams, AI tools, and processes. It enables personalized, cross-channel interactions, improves efficiency, and helps reduce support costs.
Among other things, these features, apps and add-ons are part of the Salesforce Service Cloud:
Customer Service AI | Supports service employees with AI for personalized interactions and scaling across all channels. |
Self-Service | Enables customers to find answers on their own, reduces the number of customer processes and increases the efficiency of your customer service. |
Contact Center | Offers cross-channel service via telephone, self-service, messaging and chatbots. |
Optimizes field service processes, increases efficiency and customer satisfaction. | |
Einstein Bots | Solves customer issues faster with AI chatbots and enables 24/7 support. |
Customer Service Incident Management | Resolves faults faster with proven workflows for a better customer experience. |
Service Cloud Voice | Integrates telephony into CRM, reduces call volumes and speeds up problem resolution. |
Service Cloud for Slack | Increases team productivity through efficient collaboration on service requests. |
CRM Analytics | Delivers AI-powered recommendations and insights for faster, more informed decisions. |
Salesforce Commerce Cloud in Detail
The Salesforce Commerce Cloud helps you to scale your online business, reduce costs and react faster to changes. By using native AI and automation, it simplifies all steps - from quickly setting up your digital storefront to increasing efficiency and thus sales at all customer touchpoints. This allows you to reach your customers in a personalized and efficient way with your Salesforce online store and with the help of features like these:
Digital Storefronts | Choose between ready-made templates, headless commerce or a hybrid approach to create the digital presence that fits your business goals. |
Commerce AI for the retail sector | Use AI-supported workflows to relieve your teams and increase sales. |
Order Management | Optimize order processing across channels to ensure transparency, on-time deliveries and the best service. |
Commerce Intelligence | Use comprehensive dashboards and AI-supported insights to optimize processes and make data-based decisions. |
Composable Storefronts | Rely on flexible and fast headless commerce solutions to make the most of your existing infrastructure. |
Commerce AI for customers | Enable personalized shopping experiences using conversational AI and real-time data across all digital channels. |
Embedded Commerce Apps | Seamlessly integrate your online business into your sales, service and marketing channels to generate revenue at every step of the customer journey. |
Social Commerce | Use seamless integrations with social networks to interact directly on your customers' favorite channels, create personalized shopping experiences and increase your sales potential with AI-powered analytics. |
The Salesforce AI “Einstein”
The Salesforce AI “Einstein” is deeply integrated into the Salesforce platform and offers customized, predictive solutions for your company. Einstein enables you to automate workflows, increase your productivity and personalize your offering. To do this, AI uses your customer and company data and delivers precise results that are useful for sales teams, customer service, marketers and e-commerce. With features like Einstein Copilot, you can integrate AI directly into your daily workflows to increase your team's efficiency - all with a high level of security based on the "Einstein Trust Layer".
You should also be familiar with these Salesforce products and features
Salesforce Shield for even more data security
Salesforce Shield is a security solution that helps your company protect sensitive data and meet regulatory requirements. With features such as real-time monitoring, data encryption and the ability to classify critical information, you can protect yourself from internal and external threats. You also keep track of who is accessing which data and can quickly detect unauthorized activities. With features such as Event Monitoring, Data Detect and Field Audit Trail, you can strengthen data security and meet compliance requirements. Salesforce Shield provides an additional layer of protection for companies that need more security than the standard features of the Salesforce platform already offer.
The Salesforce Starter Suite for SMEs
The Salesforce Starter Suite was developed specifically for small businesses. It combines tools for marketing, sales, customer service and commerce so that you can organize customer data, manage marketing campaigns and optimize sales processes. The solution provides insights into your key business figures and helps you to maintain customer relationships in a targeted manner. Setup is simple and takes little time, so you can start using it quickly. The Starter Suite grows with your business, so you can easily access advanced features as needed.
Salesforce Trailhead for your learning success
Salesforce Trailhead offers you an interactive and fun way to learn in-demand skills. With hands-on modules, you can upskill in numerous digital areas. Gain globally recognized credentials for your resume and boost your career opportunities. You can also discover new job opportunities in the Salesforce ecosystem via the Trailblazer Career Marketplace. Network with other Trailblazers and expand your knowledge, for example around:
- The Salesforce platform: fundamentals and advanced features such as data modeling, application development and automation.
- CRM (Customer Relationship Management): Effective use of Salesforce CRM to drive business growth.
- AI and data analytics: Using artificial intelligence, reporting and dashboards.
- Salesforce Cloud solutions: Service Cloud, Marketing Cloud and other specific Salesforce products.
- Soft skills and leadership skills: Developing communication skills, team leadership and project management.
Salesforce for associations and NGOs
Salesforce for Nonprofits is the CRM for associations and helps you to maximize the impact of your organization. With the Nonprofit Success Pack (NPSP), you can manage donations, members and volunteers centrally and efficiently. Use real-time data and automated processes to make informed decisions and build closer relationships with supporters. The “Power of Us” program offers you up to ten free licenses and other discounted products. With tools for fundraising, case management and marketing, you can sustainably strengthen your mission and expand your reach.
The Salesforce Net Zero Cloud for more sustainability
With the Salesforce Net Zero Cloud, you can integrate sustainability into your company. It offers comprehensive management of CO₂ emissions and enables you to track and reduce emissions along the entire value chain. Use real-time data to make informed decisions and measure your progress towards net zero targets. The AI-supported forecasts and what-if analyses help you to implement targeted emission reduction measures. This allows you to stay in control of your sustainability goals, optimize your reporting and make data-driven, climate-friendly decisions for your company.
Chantal ist Redakteurin bei OMR Reviews. Wenn sie gerade mal nicht in die Tasten haut, betreibt sie Café Hopping oder erkundet neue Städte. Am liebsten beides zusammen. Vor ihrem Start bei OMR Reviews hat die Eigentlich-Kielerin in Kreativagenturen und als Freelancerin gearbeitet. 2022 hat sie außerdem eine Weiterbildung zur Fashion Stylistin abgeschlossen.
