Introduction to Salesforce CRM

March 22, 2016

Customer relationship management (CRM) is a system for managing a company’s interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support.

Salesforce is a customer relationship management tool (CRM), which means it is used to keep track of and strengthen a company’s relationship with its existing and potential clients. Salesforce provide CRM solution on cloud. It is based on cloud technology. Salesforce offers CRM solutions can be classified as:

Sales Cloud –

It refers to the “sales” module in It includes Leads, Accounts, Contacts, Contracts, Opportunities, Products, Pricebooks, Quotes, and Campaigns (limits apply). It includes features such as Web-to-lead to support online lead capture, with auto-response rules. It is designed to be a start-to-end setup for the entire sales process; you use this to help generate revenue.

Sales Cloud Object

Service Cloud –

It refers to the “service” (as in “customer service”) module in It includes Accounts, Contacts, Cases, and Solutions. It also encompasses features such as the Public Knowledge Base, Web-to-case, Call Center, and the Self-Service Portal, as well as customer service automation (e.g. escalation rules, assignment rules). It is designed to allow you to support past, current, and future clients’ requests for assistance with a product, service, billing, etc., you use this to help make people happy.



Custom Cloud ( –

It is a platform as a service (PaaS) that allows developers to create multitenant add-on applications that integrate into the main application. applications are hosted on’s applications are built using Apex (a proprietary Java-like programming language for and Visualforce (an XML syntax typically used to generate HTML). The platform receives three complete releases a year. As the platform is provided as a service to its developers, every single development instance also receives all these updates.


Collaboration Cloud (Chatter) –

Chatter provides collaboration features and capabilities to applications built on the platform. This article provides an overview of Chatter, best practice strategies for simulating multiple Chatter participants within a Developer Edition (DE) environment, and a discussion of the underlying data model. It will help you understand how to leverage the Chatter platform for both custom applications built on, as well as with the applications such as Sales and Marketing. Along the way, you’ll also learn how to programmatically query and insert feeds.



Data Cloud ( –, previously known as Jigsaw, is a cloud-based automated system for acquiring and managing CRM records within a user’s account. is also an online business directory of companies and business professionals that is built, maintained and accessed by a worldwide community of over a million subscribers. A large database allows members to exchange and share the business information of more than 29 million contacts from over 4 million companies. This information consists of what is commonly found on a business card.


Marketing Cloud –

It Identify and analyze conversations about your company, products and competitors with the leading social media monitoring and engagement tools. With marketing cloud you retrieve the information about Social Media Advertisements you posted and paid for.



It is a Platform which brings together, Heroku (It is a cloud platform as a service (PaaS) supporting several programming languages. With Heroku, you don’t need to think about servers at all. You can write apps using modern development practices in the programming language of your choice) into one family of cloud services — all built API first — to help deliver apps that connect products, users, and next generation experiences. Designed for scale and speed, it provides a fast way to build apps with open APIs, back-end services, integration tools, starter templates as well as powerful developer environments; there’s no limit to what you can build.



Wave Analytics –

Salesforce Wave Analytics, also called Analytics Cloud, is a business intelligence (BI) platform from that is optimized for mobile access and data visualization.

The Wave mobile app allows users to work with large data files and create graphs, charts and other pictorial representations of data from them. According to Salesforce, the platform allows users to drill down into key parts of the business with only a few clicks and little or no training in data analysis.



Salesforce IoT –

IoT Cloud is a platform from that is designed to store and process Internet of Things (IoT) data. The IoT Cloud is powered by Thunder, which describes as a “massively scalable real-time event processing engine.” The platform is built to take in the massive volumes of data generated by devices, sensors, websites, applications, customers and partners and initate actions for real-time responses. For example, wind turbines could adjust their behavior based on current weather data; airline passengers whose connecting flights are delayed or cancelled could be rebooked before the planes they are on have landed.


“ – Success. Not Software.”