Dr. A.P.J.

Abdul Kalam Technical University, Lucknow

“ INTRODUCTION TO SALESFORCE ”
A SEMINAR REPORT
Submitted by
Mr. Rishabh Verma

Submitted for the partial fulfillment of the requirements for the award of
the degree

of

Bachelor of Technology
In

COMPUTER SCIENCE AND ENGINEERING

(Batch : 2016-2020)
 A Seminar Report

On

“ INTRODUCTION TO SALESFORCE ”

for the partial fulfillment of the requirements for the award of the degree

of

Bachelor of Technology

In

Computer Science And Technology

By

Rishabh Verma

(1606810264)

Submitted to

Dept. OF COMPUTER SCIENCE AND ENGINEERING

MEERUT INSTITUTE OF ENGINEERING AND TECHNOLOGY

Meerut-250005

Approved by A.I.C.T.E

Dr. A.P.J. Abdul Kalam Technical University, Lucknow

Submitted on :- 24/04/2020
 CERTIFICATE

This is to certify that Seminar Report entitled “INTRODUCTION TO

SALESFORCE” which is submitted by Rishabh Verma in partial
fulfillment of the requirement for the award of degree B.Tech in
Department of Computer Science And Engineering of Dr. A.P.J. Abdul
Kalam Technical University, is a record of the candidate’s own work
carried out by him under my/our supervision. The matter embodied in
this thesis is original and has not been submitted for the award of any
other degree.

Date: 24/04/2020 Supervisor: Dr.Rajesh

Department Head: Kumar Singh

(HOD , CSE)

MIET,Meerut
 ACKNOWLEDGEMENT

With immense please I, Rishabh Verma presenting

“INTRODUCTION TO SALESFORCE” seminar report as
part of the curriculum of ‘Bachelor Of Technology’. I
wish to thank all the people who gave me unending
support.

I express my profound thanks to Dr.Rajesh Kumar Singh ,

seminar guide. And all those who have indirectly guided
and helped me in preparation of this seminar.
 ABSTRACT

Salesforce is a cloud-based software company that provides its

customers with a platform to develop their own applications without
following the tough steps that they used to follow in the legacy
system. The software or application once created can be uploaded
onto the cloud allowing the end-users to view them.

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 is the primary enterprise offering within the Salesforce

platform. It provides companies with an interface for case
management and task management, and a system for automatically
routing and escalating important events. The Salesforce customer
portal provides customers the ability to track their own cases,
includes a social networking plug-in  that enables the user to join the
conversation about their company on social networking Web sites,
provides analytical tools and other services including email alert,
Google search, and access to customers' entitlement and contracts.

The Aim of this report is to understand the functionality and power of

Salesforce and to express the knowledge gain through studying
different aspects of Salesforce.

Keywords:- Salesforce, CRM, Customer, Cloud-Based,

Management.
 Tabel of Contents
Certificate................................................................................................. iii

Acknowledgment......................................................................................iv

Abstract.....................................................................................................v

Table of Content.....................................................................................vi

CHAPTER 1. INTRODUCTION TO SALESFORCE......................1-5

1.1 What is Salesforce........................................................................................1

1.2 What is CRM................................................................................................2

1.3 Who is CRM for...........................................................................................3

1.4 What does a CRM System do......................................................................4

1.5Types of CRM...............................................................................................5

CHAPTER 2.WHAT ARE CLOUD BASED SERVICES................6-7

2.1 PaaS...............................................................................................................6

2.2 SaaS...............................................................................................................7

CHAPTER 3. SALESFORCE ARCHITECTURE............................8-9

3.1 Architecture of Salesforce...........................................................................8

3.2 3Tiers of Salesforce……………………………………………………..9

CHAPTER 4. SALESFORCE PROGAMMING LANGUAGES....10-15

4.1 Visualforce...................................................................................................10

4.2 What are Visualforce Pages…....................................................................11

4.3Apex................................................................................................................14

CHAPTER 5. APPEXCHANGE.........................................................15-16

5.1 What is AppExchange..................................................................................15

5.2 How Does AppExhange Works...................................................................15

5.3 Who can use AppExchange.........................................................................16

CHAPTER 6. CONCLUSION...............................................................17

CHAPTER 7. REFERENCE..................................................................18
 Chapter-1

INTRODUCTION TO SALESFORCE

1.1 What is Salesforce?

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 is a customer relationship management  solution that brings

companies and customers together. It's one integrated CRM platform that
gives all your departments — including marketing, sales, commerce, and
service — a single, shared view of every customer.

Fig:- 1 What is Salesforce?

Salesforce started as Software as a Service (SaaS) CRM company.

Salesforce now provides various software solutions and a platform for users
and developers to develop and distribute custom software. Salesforce.com is
based on multi-tenant architecture. This means that multiple customers share
common technology and all run on the latest release. You don’t have to worry
about the application or infrastructure upgrades – they happen automatically.
This helps your organization focus on innovation rather than managing
technology.   
1.2 What is CRM?

Customer relationship management (CRM)  is a technology for managing all

your company’s relationships and interactions with customers and potential
customers. The goal is simple: Improve business relationships. A CRM
system helps companies stay connected to customers, streamline processes,
and improve profitability.

When people talk about CRM, they are usually referring to a CRM system, a
tool that helps with contact management, sales management, productivity,
and more.

A CRM solution helps you focus on your organisation’s relationships with

individual people — including customers, service users, colleagues, or
suppliers — throughout your lifecycle with them, including finding new
customers, winning their business, and providing support and additional
services throughout the relationship.

Fig: 2 What is CRM?

1.3 Who is CRM For?

A CRM system gives everyone — from sales, customer service, business

development, recruiting, marketing, or any other line of business — a better
way to manage the external interactions and relationships that drive success.
A CRM tool lets you store customer and prospect contact information, identify
sales opportunities, record service issues, and manage marketing campaigns,
all in one central location — and make information about every customer
interaction available to anyone at your company who might need it.

With visibility and easy access to data, it's easier to collaborate and increase
productivity. Everyone in your company can see how customers have been
communicated with, what they’ve bought, when they last purchased, what
they paid, and so much more. CRM can help companies of all sizes drive
business growth , and it can be especially beneficial to a small business,
where teams often need to find ways to do more with less.

A CRM system can give you a clear overview of your customers. You can see
everything in one place — a simple, customisable dashboard that can tell you
a customer’s previous history with you, the status of their orders, any
outstanding customer service issues, and more.

You can even choose to include information from their public social media
activity — their likes and dislikes, what they are saying and sharing about you
or your competitors. Marketers can use a CRM solution to better understand
the pipeline of sales or prospects coming in, making forecasting simpler and
more accurate. You’ll have clear visibility of every opportunity or lead,
showing you a clear path from inquiries to sales.

Some of the biggest gains in productivity can come from moving beyond CRM
as a sales and marketing tool, and embedding it in your business – from HR
to customer services and supply-chain management.

1.4 What does a CRM System do?

A customer relationship management (CRM) solution helps you find new

customers, win their business, and keep them happy by organising customer
and prospect information in a way that helps you build stronger relationships
with them and grow your business faster. CRM systems start by collecting a
customer's website, email, telephone, social media data, and more, across
multiple sources and channels.

It may also automatically pull in other information, such as recent news about
the company's activity, and it can store personal details, such as a client's
personal preferences on communications. The CRM tool organises this
information to give you a complete record of individuals and companies
overall, so you can better understand your relationship over time.

A CRM platform can also connect to other business apps that help you to

develop customer relationships. CRM solutions today are more open and can
integrate with your favourite business tools, such as document signing,
accounting and billing, and surveys, so that information flows both ways to
give you a true 360-degree view of your customer.

Here are the key features of WakeupSales smart CRM below:

1. Leads status tracking and Management

2. Project and Account Management

3. Contact management

4. Gmail integration

5. Email campaign and mail chimp integration

6. Lead event tracking

7. Analytic Report and Invoice generation

1.5 Types of CRM

There are 4 types of CRM implemented overall the business. There are

Strategic CRM , Operational CRM , Analytical CRM and Collaborative CRM.

Strategic CRM is use to development a business with customer centric

culture. This culture is dedicated to winning and keeping customers by
creating and delivering better value than the competitors. Customer centricity
is compete with 3 others business logic, which is product, production and
sales. Product-oriented businesses believe that the product with best quality,
performance, design or features will be chosen by customer. Production-
oriented businesses believe that customer more likely to choose low cost
product. Sales-oriented businesses believe that customer will be persuaded to
buy their product if they do enough for advertising, selling and public relation.
A customer or market-oriented businesses share a set of belief putting the
customer at first. Many managers say that customer centric must be right.
However, sometime other orientation may stronger.
Operational CRM use to automate and improves customer-facing and
customersupporting business process. CRM application can make the
marketing, selling, and service process to be automated and integrated. There
are 3 types of automation, which are Marketing automation, sales-force
automation and service automation. Marketing Chapter 2 Literature Review
BIS (Hons) Information System Engineering 11 Faculty of Information and
Communication Technology (Perak Campus), UTAR automation allow
marketer to use customer data to develop, execute and evaluate targeted
communication and offers. Sales-force automation is use to managing selling
activities, product configuration in sales-force automation allow customer to
design their product by themselves, one of the example is the web-based
laptop setting configuration and orders features offer by the DELL. Service
automation is used to automate the serving service of the company, it was
used widely by most of the company. For example, when customer call to the
customer support centre of the companies, they will first ask us to use voice
or keyboard to enter the option customer want, then lead us to the related
service provider. Sales-force automation is use to managing selling activities,
product configuration in sales-force automation allow customer to design their
product by themselves, one of the example is the web-based laptop setting
configuration and orders features offer by the DELL.

Analytical CRM is concerned with capturing, storing, extracting, integrating,

processing, interpreting, distributing, using and reporting customer-related
data to enhance both customer and company value. Analytical CRM normally
can use to answer the marketing question of the businesses such as who is
our most profitable customer? Which customer having the possibility of
turnover to the competitor? Which customer have the high possibility to
accept our offer?

Analytical can help to them to know which customer should give which level of
services, and this could increase the possibility of customer to accept the
offer.
 Chapter – 2

WHAT ARE CLOUD BASED SERVICES?

2.1 PaaS

Platform as a Service or PaaS is a set of cloud based services that enable

business users and developers to build applications at a speed that on-
premise solutions cannot match. As it’s a cloud based service there’s no need
to worry about the set-up and maintenance of servers, patching, upgrades,
authentication, and so on, users can just focus on creating the best user
experience possible.

PaaS also delivers a set of additional services such as workflow and design
tools and rich APIs all intended to help business users and developers create
applications that delight their users.

Successful companies in today's business world are the ones that put the
customer at the centre of what they do. One easy way to facilitate that is by
providing customer-friendly web applications and services that enable high-
quality service and support.

So for companies developing apps why opt for a platform as a service,

instead of creating the facilities to do this on your the premises?

Characteristics of PaaS

 Mobile Software Development Kit (SDK)

more and more business is being done over mobiles. The number of
different handset manufacturers and models makes it imperative to use
all the opportunities available and make sure what you build works well
on the range of devices in use. 

 Social and mobile built-in

social is no longer limited to personal use. It’s increasingly integrated in

business contexts, driving staff productivity and customer engagement.
If you are considering PaaS as a solution, make sure it can help you
deliver social and mobile apps.

 Rich developer environment

as well as allowing developers to build engaging, customer-facing apps, a
high-quality PaaS solution gives developers everything they need to iterate
quickly, helping with testing and debugging. 

2.2 SaaS

Software as a Service or SaaS is a way of delivering applications over the

Internet – as a service. Also known as cloud software, ASP, on-demand
software or hosted software. The first applications for consumers were things
like webmail, bookmarking and photo sharing. In business, things like
recruitment, expenses and customer relationship management were among
the early innovations. SaaS has since become a widely-used business model
with more and more different kinds of applications available via the cloud.

Characteristics of SaaS

 Multi-tenancy cloud architecture

All users and applications share a common infrastructure that is

centrally maintained. In terms of security, for example, this means that
every user gets the highest level of security specified in your package.

 Simple access

Via any networked device, making it easier to manage to access data

and information and keep data in sync.

 Familiar web-based interfaces

Building on the consumer web that users already know. This can help
you boost adoption and take-up rates.
 Chapter-3

SALESFORCE ARCHITECTURE

3.1 Architecture Of Salesforce

The architecture of Salesforce can be put into layers for better

understanding. The purpose and function of each layer is
described below –

Fig: 3 Salesforce Aechitecture.

 Trusted Multitenant Cloud

Here multiple instances of one or multiple applications operate

independently in a shared environment. The instances are referred as
tenants and they logically separate from each other while physically
remaining in the same hardware. It is called trusted because of both its
robust nature and high security.

 Scalable Metadata Platform

The metadata driven platform makes it easy for customization and

scaling up as the amount of data or concurrent user instances
increase.
 Enterprise Ecosystem

The Enterprise Ecosystem of Sales is very large as a large number of

partners contribute by creating and maintaining applications in this
platform.

 CRM and Related Functionality

Salesforce includes all aspects of CRM in its list of features and also
extends it by providing features for creation of apps and integrating
analytics, etc.

 APIs

Salesforce provides powerful suite of APIs. This helps to develop and

customize the Salesforce1 Mobile App.

3.2 3-Tiers of Salesforce

Salesforce is also 3-tier, but many of the internals are handled

through abstraction. There are:

1)Out-of-box interfaces, which include security, dashboards,

workflow, and user interfaces .Coding is optional.

2)VisualForce is an editor for customization of User Interfaces if

not out-of-box.

3)Apex, using the developer console, is for writing code to the

SalesforceAPI, for example a SOAP or batch application for
importing custom data.
 Chapter-4

SALESFORCE’S PROGRAMMING LANGUAGE

4.1 Visualforce
Visualforce is a framework that allows developers to build sophisticated,
custom user interfaces that can be hosted natively on the Lightning platform.
The Visualforce framework includes a tag-based markup language, similar to
HTML, and a set of server-side “standard controllers” that make basic
database operations, such as queries and saves, very simple to perform.

In the Visualforce markup language, each Visualforce tag corresponds to a

coarse or fine-grained user interface component, such as a section of a page,
a related list, or a field.

The behavior of Visualforce components can either be controlled by the same

logic that is used in standard Salesforce pages, or developers can associate
their own logic with a controller class written in Apex.

Fig: 3 Sample of Visualforce Components and their

Corresponding Tags.
 4.2 What is a Visualforce Page?

Developers can use Visualforce to create a Visualforce page definition. A

page definition consists of two primary elements:

 Visualforce markup
 A Visualforce controller

Visualforce markup

Visualforce markup consists of Visualforce tags, HTML, JavaScript, or

any other Web-enabled code embedded within a
single <apex:page> tag. The markup defines the user interface
components that should be included on the page, and the way they
should appear.

A Visualforce controller

A Visualforce controller is a set of instructions that specify what

happens when a user interacts with the components specified in
associated Visualforce markup, such as when a user clicks a button or
link. Controllers also provide access to the data that should be
displayed in a page, and can modify component behavior.

A developer can either use a standard controller provided by the

Lightning platform, or add custom controller logic with a class written in
Apex:

 A standard controller consists of the same functionality and logic

that is used for a standard Salesforce page. For example, if you
use the standard Accounts controller, clicking a Save button in a
Visualforce page results in the same behavior as
clicking Save on a standard Account edit page.
 If you use a standard controller on a page and the user doesn't
have access to the object, the page will display an insufficient
privileges error message. You can avoid this by checking the
user's accessibility for an object and displaying components
appropriately.
 A standard list controller enables you to create Visualforce
pages that can display or act on a set of records. Examples of
existing Salesforce pages that work with a set of records include
 list pages, related lists, and mass action pages.
 A custom controller is a class written in Apex that implements all
of a page's logic, without leveraging a standard controller. If you
use a custom controller, you can define new navigation
elements or behaviors, but you must also reimplement any
functionality that was already provided in a standard controller.

 Like other Apex classes, custom controllers execute entirely in

system mode, in which the object and field-level permissions of
the current user are ignored. You can specify whether a user
can execute methods in a custom controller based on the user's
profile.

 A controller extension is a class written in Apex that adds to or

overrides behavior in a standard or custom controller.
Extensions allow you to leverage the functionality of another
controller while adding your own custom logic.

 Because standard controllers execute in user mode, in which

the permissions, field-level security, and sharing rules of the
current user are enforced, extending a standard controller allows
you to build a Visualforce page that respects user permissions.
Although the extension class executes in system mode, the
standard controller executes in user mode. As with custom
controllers, you can specify whether a user can execute
methods in a controller extension based on the user's profile.
4.3 Apex.

Apex is a strongly typed, object-oriented programming language that

allows developers to execute flow and transaction control statements on
Salesforce servers in conjunction with calls to the API.

Using syntax that looks like Java and acts like database stored
procedures, Apex enables developers to add business logic to most
system events, including button clicks, related record updates, and
Visualforce pages. Apex code can be initiated by Web service requests
and from triggers on objects.

Fig: 4 You can add Apex to most system events.

As a language, Apex is:

Integrated
Apex provides built-in support for common Lightning Platform idioms,
including:

 Data manipulation language (DML) calls, such

as INSERT, UPDATE, and DELETE, that include built-
in DmlException handling
 Inline Salesforce Object Query Language (SOQL) and Salesforce
Object Search Language (SOSL) queries that return lists of
sObject records
 Looping that allows for bulk processing of multiple records at a time
 Locking syntax that prevents record update conflicts
 Custom public API calls that can be built from stored Apex
methods
 Warnings and errors issued when a user tries to edit or delete a
custom object or field that is referenced by Apex

Easy to use
Apex is based on familiar Java idioms, such as variable and expression
syntax, block and conditional statement syntax, loop syntax, object and
array notation. Where Apex introduces new elements, it uses syntax
and semantics that are easy to understand and encourage efficient use
of the Lightning Platform. Therefore, Apex produces code that is both
succinct and easy to write.

Data focused
Apex is designed to thread together multiple query and DML
statements into a single unit of work on the Salesforce server.
Developers use database stored procedures to thread together multiple
transaction statements on a database server in a similar way. Like
other database stored procedures, Apex does not attempt to provide
general support for rendering elements in the user interface.

Rigorous
Apex is a strongly typed language that uses direct references to
schema objects such as object and field names. It fails quickly at
compile time if any references are invalid. It stores all custom field,
object, and class dependencies in metadata to ensure that they are not
deleted while required by active Apex code.
Hosted
Apex is interpreted, executed, and controlled entirely by the Lightning
Platform.

Multitenant aware
Like the rest of the Lightning Platform, Apex runs in a multitenant
environment. So, the Apex runtime engine is designed to guard closely
against runaway code, preventing it from monopolizing shared
resources. Any code that violates limits fails with easy-to-understand
error messages.

Easy to test
Apex provides built-in support for unit test creation and execution. It
includes test results that indicate how much code is covered, and
which parts of your code could be more efficient. Salesforce ensures
that all custom Apex code works as expected by executing all unit tests
prior to any platform upgrades.

Versioned
You can save your Apex code against different versions of the API.
This enables you to maintain behavior.
Apex is included in Performance Edition, Unlimited Edition,
Developer Edition, Enterprise Edition, and Database.com.
 Chapter – 5

APPEXCHANGE

5.1 What Is the AppExchange?

The AppExchange is a complete marketplace offering cloud-computing

applications and consulting services. Before you can make your own app or
service publicly available to potential customers, you must be a Salesforce
partner.

5.2 How Does AppExchange Works?

The creative power behind each AppExchange app is a Salesforce user.

AppExchange gives users a place to create, publish, or install apps and
extensions to Salesforce. Briefly, here is how Lightning Platform
AppExchange works.

Create

A Salesforce user initiates the process by creating a custom object,

custom tab, or set of dashboards and reports that improves business.
Customers can share their customizations with other Salesforce users
as an app or extension.
Publish
A Salesforce customer can register and publish an app on the
AppExchange. A customer can also create a demo of the functionality
included in the app for others to view before installing.
Install
Salesforce admins can choose to install an app published to the
AppExchange. Installing a published app from AppExchange is safe
and simple.

 Browse—View the descriptions, reviews, and demos of an app

from AppExchange. Choose an app that fits your needs.
 Test Drive—Review a fully functional demo of the app as a read-
only user, and plan your implementation.
 Install—Add the app and all its components to your Salesforce
environment.
 Deploy—Immediately give your users access to the app or
customize it for a select group of users.
5.3 Who Can Use the AppExchange?

Anyone can browse and test drive AppExchange listings. Salesforce

administrators and users with the “Download AppExchange packages”
permission can install AppExchange apps. To publish an app on the
AppExchange, a user must have both “Create AppExchange packages” and
“Upload AppExchange packages” permissions.
 Chapter – 6

CONCLUSION

 At age 20 Salesforce.com is younger than SAP, Oracle, Microsoft, and

some other major players offering CRM solutions, it's sitting on top of the
sector. The latest report from Gartner indicates that Salesforce.com
leads worldwide CRM software vendors with 18.4% marketshare in 2014,
compared to No. 2 SAP, with 12.1% marketshare. Salesforce.com also
had the highest revenue growth (28.2%) from 2013 to 2014, versus No. 2
Microsoft with 21.7% growth.

Salesforce categorizes its products under various cloud-based offerings,

including Sales Cloud, Service Cloud, Marketing Cloud, Community
Cloud, and Analytics Cloud. Its solutions are customizable and can be
tailored to meet a business' particular requirements.

Salesforce offers a wide variety of CRM categories and systems to meet

your needs, including Sales Cloud, Marketing Cloud, Service Cloud,
Analytics Cloud, Data Cloud, Community Cloud, App Cloud, and IoT,
serving more than 150,000 customers.

Salesforce CRM Grows Revenue To grow revenue, you need more than
a simple customer relationship management application—you need
Salesforce. Managing contacts is just the beginning. With the world’s #1
CRM, you can track all sales activity—every lead, opportunity, and
customer—and take action from wherever you are, enabling you to spend
more time selling to the people who are interested, armed with their
personal marketing data and social insights.

So the conclusion will state that the Salesforce CRM is the World Best
CRM, with better functionality and services.
 Chapter – 7

REFERENCES

https://www.salesforce.com/crm/

https://www.salesforce.com/in/crm/what-is-crm/

https://developer.salesforce.com/docs/atlas.en-
us.appExchangeInstallGuide.meta/appExchangeInstallGuide/

https://developer.salesforce.com/docs/atlas.en-
us.pages.meta/pages/pages_intro_what_is_it.htm?search_text=Apex