A Technical Seminar Report

On

SALESFORCE

Submitted in partial fulfillment of the

Requirements for the award of the degree

BACHELOR OF TECHNOLOGY
IN
INFORMATION TECHNOLOGY

Submitted By

UPPULA SRIKANTH (19H16A12B1)

Under the guidance of

Mr. B. PruthviRaj
Assistant Professor

Department of Information Technology

ANURAG GROUP OF INSTITUTIONS
(An Autonomous Institution)
(Affiliated to JNTU-HYD, Approved by AICTE and NBA Accredited)
Venkatapur (V), Ghatkesar (M), Medchal district, Hyderabad, Telangana,
500088

2019-2023
 ANURAG GROUP OF INSTITUTIONS
(An Autonomous Institution)
(Affiliated to JNTU-HYD, Approved by AICTE and NBA Accredited)
Venkatapur (V), Ghatkesar (M), Medchal district, Hyderabad,
Telangana,500088 Department of Information Technology

CERTIFICATE
This is to certify that the technical seminar report entitled “SALESFORCE” is a Bonafide
work done and submitted by UPPULA SRIKANTH (19H61A12B1) in partial fulfillment of
the requirements for the award of the degree of B. Tech in Information Technology from
Anurag Group of Institutions (formerly CVSR College of Engineering), Affiliated to
Jawaharlal Nehru Technological University, Hyderabad during the academic year 2022-2023
and the Bonafide work has not been submitted elsewhere for the award of any other degree.

Internal Guide H.O.D

Mr. B. PruthviRaj Goud Dr. K. S. Reddy
Assistant Professor Professor & Head
Department of IT Dean, Academics and
Planning

External Examiner
 ACKNOWLEDGEMENT

We extend our sincere thanks to Dr. G. Vishnu Murthy, Dean, School of Engineering,
Dr. K. S. Reddy, Dean, Academics and Planning, Head of the Department of Information
Technology, of Anurag Group of Institutions, Venkatapur(V), Ghatkesar(M), R. R. Dist,
for their encouragement and constant help.

We would like to express our sincere thanks to Dr. K.S. Reddy, Dean, Academics and
Planning, Head of the Department of Information Technology, Anurag Group of Institutions,
Ghatkesar, whose motivation in the field of software development has made us to overcome
all hardships during the course of study and successful completion of project.

We would like to express our profound Sense of gratitude to all for having helped us in
completing this dissertation. We would like to express our deep-felt gratitude and sincere
thanks to our guide
Mr. B. PruthviRaj Goud, Assistant Professor, Department of Information Technology,
AnuragGroup of Institutions, Ghatkesar, for her skillful guidance, timely suggestions and
encouragement in completing this project.
Finally, we would like to express our heartfelt thanks to our parents who were very supportive
both financially and mentally and for their encouragement to achieve our set goals.

Uppula Srikanth
(19H61A12B1)
 DECLARATION

This is to Certify that the technical seminar entitled “SALESFORCE” submittedto Anurag
Group of Institutions in partial fulfillment of the requirement for the award of the Degree of
Bachelor of Technology (B-Tech), is an original work carried out by Uppula Srikanth
(19H61A12B1) under the guidance of Mr. B. PruthviRaj Goud, Assistant Professor in the
Department of Information Technology. This matter embodied in this project is a genuine
work, done by the students and has not been submitted whether the university or to any other
university/Institute for the fulfillment of the requirement of any course of study.

Uppula Srikanth
(19H61A12B1)
 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.

Salesforce motivation is one of the most important factors affecting the success of sales organizations.
It has been found out that among various organizational factors, compensation plan used by the
company has an important bearing on salesforce motivation. Various studies have analyzed the impact
of compensation plans on salesforce motivation but the findings are inconsistent. As salesforce
motivation is important for organizations in the competitive environment, it becomes important to
clarify the inconsistencies in findings. The objective of this study is two-fold. First, it provides a
review of studies analyzing the impact of compensation plans on salesforce motivation.

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

 CONTENTS

CHAPTERS PAGE-NO
List of Figures.......................................................................................................i
1. Introduction
1.1 Overview.............................................................................................3
1.2 Objectives............................................................................................5
2. Literature Survey
2.1 Motivation...........................................................................................5
2.2 Literature Survey.................................................................................6
3. Theory
3.1 Implementation...................................................................................7
3.2 Methodology.......................................................................................9
3.3 Applications......................................................................................13
3.4 Advantages and Disadvantages….....................................................15

4. Future Scope......................................................................................................17

5. Conclusion..........................................................................................................18

6. References…......................................................................................................19
 LIST OF FIGURES

Figure Number Name of Figure Page No

1 2
What Is Salesforce?

2 What Is CRM? 10

3 Salesforce Implementation Services 11

4 13
Salesforce developers and development

5 Working of Salesforce Technology 15

6 19
Salesforce Architecture

7 24
Applications of Salesforce

i
 1. INTRODUCTION
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
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 organization’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?

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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, customizable 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
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 organizing 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 organizes 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 favorite 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 Wakeup Sales 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

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1.1 Overview:

Salesforce started as a cloud-based solution for CRM. CRM stands for Customer Relationship
Management. It involves managing all aspects of relationship between an organization and its
customers. For example, the contact details of the customer, the deals that are in progress or already
completed, the support requests from a customer or a new lead from a new customer. Beyond the
customer related information, it also involves storing and managing the details of the people and the
concerned department from the seller organization that is managing the customer’s account and needs.
This makes it easy to manage and enhance the relationship with the customer and hence better growth
for the organization.

Salesforce with their first release offered CRM product and later they released API (Application
Programming Interface) for exposing data on their server to clients via protocols. After many updates,
Salesforce released a proprietary language called Apex (syntactically similar to Java).
Salesforce is not just a Customer Relationship Management tool, it provides Software, Platform, and
Infrastructure as a Service. We can call Salesforce.com as a Salesforce automation (SFA) tools, where
the user can develop several applications, Website and portals using drag and drop environment.
Salesforce is one type of database which has different and fancy User Interface. Salesforce.com User
Interface is built with many support functions like accounts, contacts, Sales opportunities, Chatters,
Quotes and many more. Salesforce.com cloud application platform is sold as a subscription.
Salesforce.com offers its services through four different clouds:
1. Sales Cloud.
2. Service Cloud.
3. Collaboration Cloud.
4. Force.com Custom Cloud.

Sales- force is a primary enterprise offering within the salesforce platform. It provides companies with
an Interface for case management, and a system for automatically routing and escalating.
The sales-force 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

3
1.2 Objectives:

Salesforce has several objectives that aim to help businesses improve their customer relationships,
streamline their operations, and achieve their business goals.

Some of the key objectives of Salesforce include:

Improving customer engagement - Salesforce helps businesses to build stronger relationships with
their customers by providing tools that enable them to better understand their customers, personalize
interactions, and deliver exceptional customer experiences across all channels.

Increasing productivity - Salesforce streamlines business processes by automating manual tasks,

reducing duplication of effort, and providing a centralized platform for managing customer data, sales
processes, marketing campaigns, and customer service interactions.

Enhancing collaboration - Salesforce provides collaboration tools that enable teams to work together
more efficiently, share information, and collaborate on projects in real-time.

Enabling data-driven decision-making - Salesforce provides analytics and reporting tools that help
businesses to gather insights from customer data, track key performance indicators, and make data-
driven decisions.

Supporting growth and scalability - Salesforce is highly customizable and scalable, allowing
businesses to tailor it to their specific needs and grow with it over time.

Facilitating integration with other business systems - Salesforce provides a range of third-party
integrations that help businesses to connect their CRM platform with other business systems, such as
marketing automation software, e-commerce platforms, and financial management tools.

Overall, Salesforce's objectives focus on helping businesses improve their customer relationships,
increase efficiency, and achieve their business goals by providing a comprehensive suite of tools and
features that can be customized to meet their specific needs.

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 2. LITERATURE SURVEY

2.1 Motivation:

Salesforce was founded with the motivation to revolutionize the way businesses manage customer
relationships. The company's mission is to help businesses of all sizes build better relationships with their
customers, and achieve greater success by providing a comprehensive, cloud-based CRM platform that
offers a range of tools and features to streamline operations and improve productivity.

One of the key motivators for Salesforce is the belief that every business should have access to the best
technology, regardless of their size or budget. Salesforce aims to democratize access to technology and
provide a level playing field for businesses of all sizes. By providing a cloud-based platform that is
accessible from anywhere, Salesforce aims to help businesses be more agile and responsive to changing
market conditions.

Another key motivator for Salesforce is the focus on innovation. The company is committed to continuous
improvement and invests heavily in research and development to enhance its product offerings and stay
ahead of the competition. Salesforce has been a pioneer in the development of cloud-based software and has
been at the forefront of the digital transformation of the business world.

In addition, Salesforce is motivated by a strong sense of social responsibility. The company has a
commitment to giving back to the community and operates a number of philanthropic programs and
initiatives, such as the 1-1-1 model, which dedicates 1% of its equity, 1% of its employees' time, and 1% of
its products to charitable causes.

Overall, Salesforce is motivated by the belief that technology can help businesses build better relationships
with their customers, improve their operations, and achieve greater success. By providing a comprehensive
CRM platform that is accessible to businesses of all sizes, and investing in innovation and social
responsibility, Salesforce has become one of the leading technology companies in the world.

1
2.2 Literature Survey:

Salesforce is a popular topic of research, with a large number of studies and literature available on the topic.
Here are some key findings from recent literature:

Impact on Sales Performance - Several studies have found that Salesforce has a positive impact on sales
performance, with increased sales productivity and higher win rates. For example, a study by Nucleus
Research found that companies using Salesforce saw an average productivity increase of 14.6% and a 12.5%
increase in win rates.

Customer Relationship Management - Salesforce is known for its strong customer relationship management
capabilities, and many studies have explored the impact of Salesforce on customer relationships. One study
by the Journal of Business Research found that Salesforce can enhance customer satisfaction and loyalty by
improving customer interactions and providing a personalized experience.

Adoption and Implementation - A common theme in the literature on Salesforce is the importance of
adoption and implementation. Studies have found that successful implementation of Salesforce requires a
clear strategy, effective training, and ongoing support to ensure user adoption. A study by Forrester Research
found that successful adoption of Salesforce requires a focus on user adoption and alignment with business
goals.

Integration and Customization - Another theme in the literature is the importance of integration and
customization. Many studies have found that businesses can maximize the benefits of Salesforce by
integrating it with other business systems and customizing it to meet their specific needs. A study by Gartner
found that integration with other systems and applications is critical for success with Salesforce.

Impact on ROI - Several studies have explored the impact of Salesforce on return on investment (ROI). A
study by Nucleus Research found that companies using Salesforce saw an average ROI of 10.10 for every
dollar spent on the platform.

Overall, the literature on Salesforce highlights the importance of adoption, implementation, integration, and
customization for success with the platform. Studies have found that Salesforce can have a positive impact
on sales performance, customer relationships, and ROI, but success requires a strategic approach and
ongoing support for user adoption.

2
 3. THEORY

3.1 Implementation:

Implementing Salesforce involves several steps, from defining requirements and selecting the right solution
to configuring the system and training users. Here is an overview of the implementation process:

Define Requirements - The first step in implementing Salesforce is to define your requirements. This
involves identifying your business goals, understanding your sales and customer service processes, and
defining the key features and functionality you need from Salesforce.

Select the Right Solution - After defining your requirements, you need to select the right Salesforce solution
that best meets your needs. Salesforce offers several different products, each with its own features and
pricing. The solution you choose will depend on factors such as the size of your business, your budget, and
your specific requirements.

Configuration and Customization - Once you have selected your Salesforce solution, the next step is to
configure and customize the system to meet your specific needs. This involves setting up user accounts,
creating custom fields and objects, and configuring workflows and automations. Customization of the system
can be done using the point-and-click interface, or more advanced customization can be done with the use of
code.

Data Migration - After configuring and customizing the system, the next step is to migrate your existing data
into Salesforce. This involves importing data from existing systems, spreadsheets, and other sources into
Salesforce. It is important to ensure that the data is accurate and complete, and that it is properly mapped to
the correct fields in Salesforce.

Training and User Adoption - Once the system is configured and the data is migrated, the next step is to train
your users on how to use Salesforce. This involves providing training on the features and functionality of the
system, as well as best practices for data entry and management. It is important to ensure that users
understand the benefits of using Salesforce, and are motivated to adopt the system.

Ongoing Support and Maintenance - After implementing Salesforce, it is important to provide ongoing
support and maintenance to ensure that the system continues to meet your business needs. This involves
regular updates, monitoring performance, and addressing any issues or challenges that arise.

3
Overall, implementing Salesforce requires careful planning, configuration, and customization, as well as
training and ongoing support to ensure user adoption and success with the system.

Fig.3 Salesforce Implementation Services

4
3.2Methodology:

Salesforce methodology refers to the approach used to implement, customize, and maintain the
Salesforce platform. Here are some common methodologies used for Salesforce technology:

Agile - Agile methodology is a popular approach to software development, and it is commonly used
for Salesforce implementations. Agile methodology involves iterative development and testing, with a
focus on delivering working software quickly and responding to changing requirements.

Waterfall - Waterfall methodology is a traditional approach to software development, which involves

a sequential process with distinct phases for planning, design, development, testing, and deployment.
While less common for Salesforce implementations, some organizations may prefer a Waterfall
approach for more structured and predictable projects.

Hybrid - Many organizations use a hybrid approach to Salesforce methodology, which combines
elements of Agile and Waterfall approaches. For example, an organization may use an Agile approach
for configuration and customization, but a more structured Waterfall approach for data migration and
integration with other systems.

Salesforce-provided methodologies - Salesforce provides several methodologies for implementing and

customizing their platform, such as Salesforce Accelerators and Salesforce Ignite. These
methodologies offer a structured approach to Salesforce implementation and provide guidance on best
practices and industry-specific requirements.

Industry-specific methodologies - Some organizations may use industry-specific methodologies for

Salesforce implementation, such as healthcare-specific methodologies for healthcare providers or
financial services-specific methodologies for financial services firms. These methodologies offer
tailored guidance on how to implement and customize Salesforce for specific industries.

Overall, the methodology used for Salesforce technology will depend on factors such as the size of the
project, the complexity of the implementation, the resources available, and the industry-specific
requirements. However, regardless of the methodology used, it is important to have a structured
approach to implementation, customization, and ongoing maintenance to ensure success with the
Salesforce platform.

5
 Fig.4 Salesforce developers and development

To develop an application based on Salesforce technology, developers can use several languages and
requirements, depending on the specific needs of the application. Here are some common options:

Apex - Apex is a programming language used specifically for developing applications on the
Salesforce platform. It is an object-oriented language similar to Java, and is used to create
business logic, triggers, and custom controllers for web applications.

Visualforce - Visualforce is a markup language used to create user interfaces for Salesforce
applications. It is used to create custom pages and components, and can be combined with
Apex to create custom applications.

Lightning Web Components - Lightning Web Components is a newer technology from

Salesforce that allows developers to build web applications using modern web development
standards such as JavaScript, HTML, and CSS. It is a framework for building responsive,
performant, and reusable components for Salesforce applications.

Salesforce API - Salesforce provides a REST API and SOAP API that developers can use to
integrate Salesforce with other applications and services. These APIs can be used to read and
write data from Salesforce, as well as perform various operations on the platform.
6
WORKING:

Salesforce is a cloud-based customer relationship management (CRM) platform that helps

organizations manage customer information, sales, marketing, and customer service. Here's an
overview of how Salesforce works:

Data Storage - Salesforce stores all data related to customers, leads, accounts, and opportunities in the
cloud. This data is accessible from anywhere with an internet connection, which makes it easy for
teams to collaborate and share information.

Customization - Salesforce allows organizations to customize their CRM to meet their specific needs.
Customization can include creating custom fields, creating workflows, building custom applications,
and integrating Salesforce with other systems.

Sales Management - Salesforce provides tools for managing the entire sales process, from lead
generation to deal closing. Sales reps can manage leads, track opportunities, and collaborate with team
members to close deals.

Marketing Management - Salesforce also includes marketing automation tools that enable
organizations to create and execute marketing campaigns, manage leads, and measure marketing
performance.

Service Management - Salesforce provides customer service management tools that allow
organizations to manage customer inquiries, cases, and support tickets. Service reps can track
customer issues and resolve them in a timely and efficient manner.

Analytics - Salesforce provides powerful analytics tools that allow organizations to track key
performance indicators (KPIs), create dashboards, and generate reports. This enables organizations to
gain insights into their sales, marketing, and service performance, and make data-driven decisions.

Mobile - Salesforce also provides mobile applications for sales reps, service reps, and managers.
These applications allow users to access their Salesforce data from anywhere, and collaborate with
team members in real-time.

Overall, Salesforce provides a comprehensive suite of tools for managing customer relationships, sales,
7
marketing, and customer service. By storing data in the cloud and providing tools for customization,
automation, and analytics, Salesforce enables organizations to improve their customer engagement
and drive business growth.

Fig.5 Working of Salesforce Technology

8
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.6 Salesforce Architecture

Salesforce architecture is a multi-tenant, cloud-based architecture that is designed to be highly

scalable, secure, and reliable. It consists of several layers that work together to provide a robust and
flexible platform for developing, deploying, and managing applications. Here's an overview of the
architecture of Salesforce:

User Interface Layer - The user interface (UI) layer is the layer that users interact with. It consists of a
variety of UI components that can be customized and arranged to create custom user interfaces for
Salesforce applications.

Application Layer - The application layer is where custom applications are built and deployed on the
Salesforce platform. It consists of various components, including Apex controllers, Visualforce pages,
and Lightning Web Components. These components interact with the database layer to retrieve and
store data.

9
Database Layer - The database layer is where all data is stored in Salesforce. It is a relational database
that is designed to be highly scalable and can store large amounts of data. The database layer includes
a variety of features, including sharing and security, indexing, and search.

Integration Layer - The integration layer provides APIs that enable applications to connect with other
systems and services. It includes APIs for data integration, business logic integration, and user
interface integration. The integration layer also includes various middleware technologies that enable
integration with other systems, such as web services, REST APIs, and SOAP APIs.

Security and Compliance Layer - The security and compliance layer provide features and controls that
ensure the security and compliance of Salesforce applications. It includes features such as access
control, encryption, audit trails, and compliance with various industry standards and regulations.

Infrastructure Layer - The infrastructure layer is where all the hardware and software resources are
hosted that are required to run Salesforce applications. It includes servers, storage devices, and
network infrastructure that is managed and maintained by Salesforce.

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) Visual Force 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.

Overall, Salesforce architecture is designed to provide a robust, flexible, and secure platform for
developing, deploying, and managing applications. The multi-tenant architecture allows for efficient
use of resources, while the various layers work together to provide a scalable and reliable platform for
organizations of all sizes.

1
SERVICES IN SALESFORCE:

There are three advantages using the cloud-based CRM.

1.SAAS (Software as a service)
2.PAAS (Platform as a service)
3.IAAS (Infrastructure as a service)

1. SAAS- It is providing the software with in a web browser application so that is the advantage using
the SAAS.
 Installing and maintenance
 Security and performance
EXAMPLE OF SAAS
Google DOCS.

2. PAAS-it is providing a platform to the development where you can able to created own application.
This is some advantage with the using the PAAS.
1.Simplicity
2.Scalability
3.Reliability
 FASTER THAN
On-premise application platform Hybrid platform
EXAMPLE-Google App Engine

3. IAAS-Providing Renting virtual machine. No hardware or installation required. All your data and
application are secure on salesforce cloud.
EAXMPLEAmazon web services.
It is entirely based on cloud does not can download or setting up hardware. It is directly available on
web all we need to do else sign in to our salesforce account to its image potential

1
Applications:

Salesforce is a highly versatile platform that offers a wide range of applications across a variety of
industries. Here are some of the key applications of Salesforce:

Sales Management - Salesforce provides powerful tools for managing the entire sales process, from
lead generation to deal closing. Sales reps can manage leads, track opportunities, and collaborate with
team members to close deals.

Marketing Management - Salesforce offers marketing automation tools that enable organizations to
create and execute marketing campaigns, manage leads, and measure marketing performance.

Customer Service Management - Salesforce provides customer service management tools that allow
organizations to manage customer inquiries, cases, and support tickets. Service reps can track
customer issues and resolve them in a timely and efficient manner.

Analytics - Salesforce provides powerful analytics tools that allow organizations to track key
performance indicators (KPIs), create dashboards, and generate reports. This enables organizations to
gain insights into their sales, marketing, and service performance, and make data-driven decisions.

E-commerce - Salesforce offers a powerful e-commerce platform that allows organizations to build
and manage online storefronts, manage orders, and track inventory.

Collaboration - Salesforce provides collaboration tools that enable teams to work together and share
information, including Chatter, Salesforce's enterprise social network.

Human Resources Management - Salesforce provides tools for managing human resources, including
recruiting, onboarding, performance management, and employee engagement.

Non-profit Management - Salesforce offers a variety of applications designed specifically for non-
profit organizations, including fundraising, donor management, and program management.

Overall, Salesforce is a highly versatile platform that can be used across a wide range of industries and
applications. Its cloud-based architecture, customizability, and powerful features make it a popular
1
choice for organizations looking to improve their customer engagement, drive business growth, and
streamline their operations.

Fig.7 Salesforce Applications

1
3.4 Advantages and Disadvantages:

Advantages:
Salesforce is a powerful and widely used customer relationship management (CRM) platform that
offers a range of benefits and advantages to organizations of all sizes. Here are some of the key
advantages of Salesforce:

Cloud-based platform: Salesforce is a cloud-based platform, which means that it can be accessed
from anywhere with an internet connection. This makes it highly flexible and convenient for
users, as they can access their data and applications from any device or location.

Customizability: Salesforce is highly customizable, which means that organizations can tailor the
platform to meet their specific needs and requirements. This makes it highly adaptable and
scalable, and enables organizations to add new functionality as they grow and evolve.

Scalability: Salesforce is highly scalable, which means that it can support organizations of all
sizes and growth stages. This makes it a popular choice for small businesses and startups, as well
as large enterprises.

Security: Salesforce is highly secure, with multiple layers of security and compliance features
that ensure the protection of data and applications. This makes it a popular choice for
organizations that handle sensitive or confidential information.

Integration: Salesforce offers a wide range of integration options, which means that it can be
easily integrated with other systems and applications. This makes it highly flexible and adaptable,
and enables organizations to leverage their existing investments in technology.

Automation: Salesforce offers powerful automation tools, which enable organizations to

streamline their operations and reduce manual tasks. This makes it highly efficient and cost-
effective, and enables organizations to focus on strategic activities.

Community: Salesforce has a large and active community of users and developers, which means
that there is a wealth of resources and support available to users. This makes it highly
collaborative and enables organizations to learn from and share best practices with others.

1
 Overall, Salesforce offers a range of benefits and advantages to organizations, including flexibility,
customizability, scalability, security, integration, automation, and community. These advantages have
made Salesforce a popular choice for organizations looking to improve their customer engagement,
drive business growth, and streamline their operations.

Disadvantages:

While Salesforce offers many advantages and benefits, there are also some potential
disadvantages that organizations should consider before adopting the platform. Here are some of
the key disadvantages of Salesforce:
Cost: Salesforce can be expensive, especially for small businesses or organizations with limited
budgets. The platform offers a variety of pricing plans, but even the basic plan can be costly for
some organizations.

Complexity: Salesforce can be complex and difficult to set up and use, especially for users who
are not familiar with the platform or CRM in general. The platform's many features and
customization options can make it overwhelming for some users.

Training: Because of its complexity, Salesforce often requires extensive training for users to
effectively use the platform. This can add to the overall cost and time required to implement the
platform.

Maintenance: Salesforce requires regular maintenance and updates to ensure optimal performance
and security. This can add to the ongoing cost and resources required to support the platform.

Integration challenges: While Salesforce offers a range of integration options, integrating with
some systems and applications may be challenging or require additional development work.

Data privacy concerns: Some organizations may have concerns about storing their data on a
cloud- based platform and may require additional security measures to ensure data privacy and
compliance with regulations.
Overall, while Salesforce offers many benefits, organizations should carefully evaluate the
potential disadvantages before making a decision to adopt the platform. Factors such as cost,
complexity, training, maintenance, integration challenges, and data privacy concerns may impact
the overall value and suitability of the platform for an organization's needs.
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 4. FUTURE SCOPE

The future of Salesforce technology is expected to be driven by several key trends and developments.
Here are some of the key areas where we can expect to see growth and innovation in the coming
years:

Artificial Intelligence (AI): Salesforce has already made significant investments in AI, with features
such as Einstein Analytics and Einstein Language. As AI technology continues to advance, we can
expect to see more AI-powered features and applications in Salesforce, such as predictive analytics,
automated workflows, and personalized customer experiences.

Internet of Things (IoT): The integration of IoT technology with Salesforce is expected to grow,
enabling organizations to collect and analyze real-time data from connected devices and sensors. This
will enable organizations to gain new insights into customer behavior, product usage, and other key
metrics, and drive greater efficiencies and cost savings.

Mobile and App Development: As more users rely on mobile devices for work and communication,
Salesforce is likely to continue to focus on improving its mobile capabilities and app development
tools. This will enable organizations to create custom mobile apps that integrate with Salesforce data
and functionality.

Blockchain: Salesforce has already begun exploring the potential of blockchain technology, which
could enable new use cases for secure data sharing and collaboration. As blockchain technology
matures, we can expect to see more integration with Salesforce and other platforms.

Data Privacy and Security: As data privacy regulations such as GDPR and CCPA continue to evolve,
Salesforce is likely to place greater emphasis on data privacy and security features. This will enable
organizations to comply with regulations and ensure the protection of their customers' data.

Overall, the future of Salesforce technology is likely to be driven by a combination of new features,
improved integrations, and advancements in key technologies such as AI, IoT, and blockchain. As
these trends continue to evolve, Salesforce is likely to remain a key player in the CRM and enterprise
software markets.

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 5. CONCLUSION

The latest report from Gartner indicates that Salesforce.com leads worldwide CRM software vendors
with 18.4% market share in 2014, compared to No. 2 SAP, with 12.1% market share. 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.

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 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