Sales Cloud platform
To aid with new and existing lead management and lead monitoring, users can create custom lead-capture forms, view and access a lead’s most up-to-date contact information in an activity timeline and establish automatic lead routing to ensure that customer engagement and sales personnel receive timely notification of hot leads. Users can also track and analyze marketing campaign data and its impact on lead generation. This data can be viewed and used by sales teams and translated into more effective sales performance.
Features of Sales cloud:
- Einstein High Velocity Sales Cloud
- Outlook integration
- Opportunity Kanban (Forecasting)
- Lead management
- Lead assignment and routing
- Rules-based lead scoring
- Einstein lead scoring
- Duplicate blocking
- Web-to-lead capture
- Mass email
- Campaign Management
- Campaign Influence
- Email templates
- Salesforce Engage
- Pardot B2B Marketing Automation
- Manage customer and sales details.
- Account and contact management
- Einstein Account Insights
- Opportunity Management
- Sales Path
- Einstein Opportunity Insights
- Sales Teams
- Task Management, Activity feed
- Einstein Activity Capture
- Calendar All
- Sales Console app
- Lightning Voice
- Person Accounts
- Sell from anywhere on any device.
- Salesforce1 Mobile App
- Full Offline Mobile Functionality
- Inbox Mobile App
- Forecast sales more accurately.
- Collaborative forecasting
- Custom Opportunity fields in forecasting
- Collaborative forecasting with opportunity splits
- Forecasting mobile app
- Enterprise territory management
- Configure, price, quote, and bill.
- Products and price books
- Salesforce Quote-to-Cash
- Salesforce Billing
- Get real-time sales insights.
- Configurable Reports and Dashboards
- Advanced reporting features
- Wave App for Sales
- Collaborate across your company.
- Topics and Recommendations
- Extend Salesforce to your partners.
- Lead registration
- Partner Communities
- Lightning Bolt solutions
- Cross-sell and upsell more easily.
- Customise and automate processes.
- Process Builder (processes per org)
- Workflow and approval automation
- Lightning App Builder
- Unlimited custom applications
- Connect sales info to any app.
- Web Services API
- Lightning for Gmail (beta) or Outlook
- Inbox Desktop Apps
- Send email through Gmail or Outlook
- Google Apps integration
- Lightning Sync
Different Editions of salescloud :
SalesforceIQ CRM Starter Edition — Let up to five users track and manage all your sales leads, opportunities, and customer cases. You’ll also get more insights into your business with basic reports and dashboards.
Professional Edition — Let an unlimited number of users manage your entire sales cycle. In addition to basic sales and marketing features, you can manage marketing campaigns, contracts, orders, and more. Get even more business insights with accurate sales forecasts and customizable dashboards.
Enterprise Edition — Automate business processes using workflow and approvals, tailor Sales Cloud to your company with custom record types, and integrate with any system using our web services API. You can also manage complex sales territories, and see how your sales deals have progressed with deal trending.
Unlimited Edition — Get access to unlimited online training, over 100 admin services, and 24/7 toll-free support. Tailor Salesforce to fit your business by building custom objects and creating an unlimited number of custom tabs and apps. Plus, your admins will have access to several sandboxes for development and testing.
Service Cloud Platform
Licenses for Service Cloud
Service Cloud User: Lets support agents use the console for service.
Knowledge User: Lets support agents create and edit knowledge base articles.
Live Agent User: Lets support agents communicate with customers using Web chat.
Customer Community: Lets support agents communicate with customers on an online community.
Features of Service cloud:
|Case Management||Record, track and solve customer issues across sales, service and support. Includes ability to create cases from an email (email to case) and from a web form (web to case). Cases can be managed in queues. Assignment rules and escalation rules can be defined.|
|Activities||Activities in Salesforce are Tasks and Events. Activities can have a priority and assignment to a user that are related to cases or other Salesforce standard or custom objects.|
|CTI Integration||Integration of telephony systems with Salesforce to allow functionality such as screen popping (display of incoming caller information), automatic dialling and phone control.|
|Contracts and Entitlements||Recording of service contracts (e.g. warranties, subscriptions, maintentance agreements) related to accounts and the level of entitlement applicable that can be verified to determine if customers are eligible for support.|
|Call Scripting||Provide a online interactive script for sales or support staff to follow when talking to a customer.|
|Live Agent Chat||Provides a chat interface to allows customers to chat with Salesforce customer sales or service agents.|
|Solution Management||Allows you to capture in a central location information to answer customer questions and support requests. Adds a search facility to access solutions via cases. Auto suggestions can be enabled to suggestion solutions based on case content. Solutions can also be exposed via a customer portal or a public website.|
|Service Cloud Console||Consolidated view of related records in one screen with different frames to improve agent productivity. For example, instead of having to scroll down to the related lists of a contact and navigate to related records, the service cloud console allows you to navigate to related records via tabs.|
|Ideas||Provides a facility for internal staff, customers and partners to submit, discuss and vote on ideas.|
|Social Service||Monitor and create cases from tweets and posts. Resolve cases in social channels.|
|Communities for Service||Customer self-service for issue management, searching for solutions and enabling customers to have discussion and answer questions between themselves.|
|Asset Management||Allows tracking of which customers own what products. Can track the purchase date, install date, serial number, quantity and even if it is a competitor asset.|
|Knowledge Management||Knowledge base of FAQs, common customer service response, resolutions and other information that is useful for solving issues, cases both accessible internally and externally in multiple channels.|
|Partner Service Collaboration||Salesforce to Salesforce connection to allow creation and update of cases between partners.|
At its most basic level, a community is a group of people who share a common mission or goal. You can define what collaboration model best fits your needs. Do you want to have customers helping one another out? Peer-to-peer communities do just that. Perhaps you want a portal, where your customers can, for example, access account information.
Customer Community: Best for service and marketing use cases (Powerful capabilities for customer service and engagement)
Partner Community: Best for partner and channel management (Empower partners with deal collaboration and productivity tools)
Employee Community: For mobile and social intranets (Transform your workplace and harness the power of social and mobile)
Differences between three communities:
|Includes the following features:||Includes the following features:||Includes the following features:|
|Social collaboration for customers and employees||Role-based sharing for controlled data access||Accounts (read-only)|
|Mobile access||Lead and opportunity management||Contacts (read-only)|
|Custom branding||Delegated administration capabilities||Chatter Collaboration|
|Q & A for self-service||Run and Export Reports||Salesforce Knowledge (read-only)|
|Access to support cases, accounts, and contacts||Dashboard viewing||Cases (create, read, comment only)|
|Knowledge base articles||Social collaboration for customers and employees||10 custom objects|
|Idea submission and endorsement||Mobile access||Dashboards|
|10 custom objects||Custom branding||Reports|
|Salesforce Identity||Q & A for self-service||Answers and Ideas|
|Powerful capabilities for customer service and engagement||Access to support cases, accounts, and contacts||Workflow|
|Knowledge base articles||Tasks and Events|
|Idea submission and endorsement||Advanced sharing|
|10 custom objects|
Data.com Clean helps you automatically update and enrich the account, contact and lead data that drives your most important sales and marketing processes, all right inside Salesforce.
Data.com: It will sync all the contacts and lead information from salesforce.