Salesforce. What is Salesforce? A Concise Overview

What is Salesforce

This overview explains some essentials about the Salesforce platform, some definitions and mechanisms how it creates value for your business.

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What is Salesforce?

Salesforce® is a cloud-based enterprise platform by, Inc., a global cloud computing company that provides easy to use Salesforce business applications that help you create relevant customer experiences by staying connected with customers, prospects, partners, sales, and market services globally. 

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What does Salesforce do?

Salesforce primary offerings are:

  • SaaS – no installations and downloads, just log in and use the software across the cloud. 
  • PaaS – allows users to develop and run applications on the unified ready-to-go platform. 
  • IaaS – no hardware, server installations or storage are needed; all data is stored, backed up and maintained securely on the Salesforce cloud.

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What is Salesforce Cloud?

Cloud computing enables users to access software and applications, hosted and residing in the cloud from anywhere with Salesforce cloud computing. Your data is securely stored, upgraded, and scaled automatically. The apps running in the cloud with Salesforce are secure and very dependable, offering a number of benefits to the users:

  • Reliability
  • Security
  • Adaptability
  • Scalability
  • Multitenancy

There are several product and service categories Salesforce offers: Sales Cloud, Commerce Cloud, Service Cloud, Marketing Cloud, Analytics Cloud, App Cloud, IoT, and Health Cloud.

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What is Salesforce Customer Relationship Management (CRM)?’s Customer Relationship Management (CRM) platform is a product that manages all the company’s relationships with customers, prospects, and opportunities by giving an instant overview of the external and internal interactions within the enterprise. The offer comes with a whole range of CRM software segments like Sales Cloud, Marketing Cloud, Analytics Cloud, Service Cloud, Experience Cloud, App Cloud, and IoT.

According to Salesforce, over 150,000 companies use Salesforce CRM as a unified platform, accessible from any desktop or mobile device, for better data management.

How to Use Salesforce to Power Your Financial Services

Salesforce cloud CRM software and applications are used for sales, service, finance, marketing, business development, recruiting, HR, supply chain management and other lines of business that manage external and internal relationships.

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Benefits of Salesforce CRM:

  • Maximum scalability
  • Broad functionality
  • Perfect usability
  • Flawless performance
  • Top security
  • Integration with third-party applications

The Salesforce CRM platform allows you to store customer and potential clients’ information in one place, practice a personalized customer approach, process sales and marketing campaigns, and manage services, all with vital data available to authorized parties.

Why Consider Enterprise CRM for Your Business

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Salesforce Customer 360

Introduced in 2018, Salesforce Customer 360 is an integrated CRM platform, a set of united portfolio of services, technology and APIs, like mobile, AI, blockchain, security, etc. designed to integrate Salesforce apps and data across the entire organization and deliver connected personal customer experiences. Salesforce Customer 360 unites customer data across sales, marketing, customer service, etc. by utilizing  MuleSoft to connect to various data sources inside and outside the CRM and put them into a single view; by applying Einstein AI to automate tasks and get predictive analytics; by using Tableau for data visualization and meaningful insights. 

Salesforce Digital 360

Initiated in 2020, Digital 360 is part of the Salesforce Customer 360. It combines Marketing Cloud, Commerce Cloud and Experience Cloud on an integrated platform to connect all customer-related touchpoints and give an inclusive customer view through seamless marketing, commerce and online experiences. Salesforce Digital 360 includes: Customer 360 Audiences, Commerce Cloud Payments, Experience Cloud.

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Salesforce Einstein AI

Built into the Salesforce Platform, Einstein is an artificial intelligence (AI) technology that helps users improve their customer’s experience with predictive analytic capabilities. Being data-, modeling- and production-ready, which means AI spares the user’s time and efforts on data preparation, it fits easily into an organization or an additional development. It is now available within Sales Cloud, Service Cloud, Marketing Cloud, App Cloud, Analytics Cloud, IoT and Experience Cloud. 

Salesforce Lightning 

Salesforce Lightning is a service platform (PaaS) that allows developers to create add-on applications that integrate into the main application. A Lightning experience delivers out-of-the-box tools to automate business processes, creates custom business logic, customizes user interface, integrates with third-party applications, and provides responsive layouts, making it easier to build responsive applications for any device.

Lightning includes:

  • Lightning Components with a client-server framework for smoother development and overall app performance.
  • Lightning App Builder for accelerated design of code-free custom user interfaces. 

Migrate from Aura to Lightning Web Components to Increase Performance

Heroku platform

Herokuis a cloud container based PaaS practicing an app- and developer-centric approach for software development. Heroku makes it easier for the software engineers to deploy and manage applications with a single command, overcoming the hurdles of compilation, dependencies, etc., so the developers can productively focus on the final results – creating the app fitting user requirements.

Anypoint Platform

MuleSoft’s Anypoint Platform is a unified hybrid integration platform which enables the integration across SaaS, SOA, and APIs. It provides a set of connectors facilitating companies to connect applications, data and devices either on on-premises or in the cloud with an API-led approach. This makes it a perfect solution when applied to a bulky and cumbersome legacy system, which needs updates. MuleSoft Anypoint Platform enables building APIs to connect apps, data, or devices to Salesforce Customer 360 in an application network to receive an exhaustive customer view.

The MuleSoft Anypoint Platform is a suite which encompasses the following components: 

  • Anypoint Studio, an Eclipse-based IDE (integration development environment) for designing and testing Mule applications
  • Anypoint Design Center, a development environment for Mule applications
  • Anypoint Exchange, a library for sharing connectors, templates, examples, and APIs 
  • Anypoint Management Center, responsible for deployment, management of APIs and integrations in the cloud or on-premise 
  • Anypoint Enterprise Security, a feature set enabling secure operations with Mule apps 

→ Having A Hard Time With Your Legacy System Migration? Explore MuleSoft For Salesforce


Quip is a content collaboration platform that optimizes and stipulates the document workflow between departments and teams. Quip works with a single shared document and can embed live Salesforce CRM data and automatically update it, thus ensuring all parties are using current information. With a seamless desktop-to-mobile tool, critical data is fully applied for better decisions and perfect customer experience.

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Pardot is a cloud based Software as a Service (SaaS) marketing automation platform providing intelligent B2B solutions within sales and marketing. The exceptionally user-friendly platform offers tools to process marketing campaigns for actionable results. When in sync with Salesforce CRM, it automates creating digital marketing campaigns, enables lead and customer management, tracks website and social marketing, offers personalized marketing and reach reporting, and a rich analytics functionality for better productivity and business outcomes.


Salesforce AppExchange is an online application marketplace offering cloud-computing applications and consulting services for third-party applications that run on the Lightning Platform. AppExchange gives users a place to create, publish, or install apps and extensions to Salesforce. Applications are available for free, as well as via subscription models. The AppExchange is also a place where customers can search for cloud consulting partners to help them implement Salesforce technology in their own organization. 


Tableau platform is a suite of products, part of the Salesforce ecosystem, aimed to support an all-inclusive Business Intelligence analytics and data visualization across data management processes. The Tableau suite consists of several solutions working for various aspects of business operations: Tableau Prep, Tableau Desktop (as part of Tableau Creator), Tableau Server, Tableau Online, Tableau Public, Tableau CRM (part of Salesforce CRM), Tableau Data Management, Embedded Analytics among the biggest. They all are designed for robust interactions and visual analytics to receive insights from data across the organization.

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Why Benefits of using Salesforce

Enterprises are interested in making smart investments which would bring value to their customer services and receive ROI for their business brand. With skillfully applied methods and best practices in technology, Avenga provides effective Salesforce services, such as Salesforce administration, consulting, configuration, integration, product development, implementation, customization, training and support.

Main benefits of using Salesforce platform:


Salesforce makes it a point to develop and promote advanced services and cutting-edge technologies like Einstein AI, or mobile CRM, that provides data driven analytics in order to stay connected and informed on-the-go so smarter business decisions are made.


As a unified secure and scalable platform which can be customized and upgraded according to business needs and requirements, Salesforce extends the outreach for core business activities. The point-and-click development language, inbuilt workflow, configurations, no infrastructure overheads, and integration tools all empower businesses to solve their core problems and leave the rest to the vendor.

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With every single tool at your fingertips and adapted to your professional needs, you as a business professional get improved information organization, a 360-degree customer view, enhanced communication capabilities, tasks and workflow automation, and deeper insights with the Salesforce mobile and Lightning Platform. This enables you to be more proactive and productive; like closing deals faster, servicing customers, boosting marketing activities, and collaborating at a new higher level on any device.

Integrations is a whole unique ecosystem which can be integrated with the whole set of suits or external systems starting from ERP to custom platforms to social media, etc. The Salesforce all-encompassing integration capabilities are empowered by AppExchange, an app marketplace enabling two-way data exchange and synchronization, Heroku, a platform for deploying and integration of apps in the cloud, and MuleSoft Anypoint, a platform for integrating apps in a consolidated network.

→ Migration to Salesforce LEX: A Lightning Developer Guide

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There are several product and service categories Salesforce offers: Sales Cloud, Commerce Cloud, Service Cloud, Marketing Cloud, Analytics Cloud, App Cloud, Experience Cloud, IoT, and Health Cloud

Salesforce Sales Cloud®

With Salesforce Sales Cloud, enterprises get a sophisticated task and opportunity management system that closes deals, collaborates and sells as a team, manages contacts and tracks opportunities from initial contact to closing deals, all the way up to a unified hub of a company-wide lead-to-cash sales process.

Salesforce Sales Cloud enables the automation of any business process thus increasing  productivity and streamlining sales for better ROI:

  • Personalize sales journey. 

Track every journey point, from prospect to customer, across the organization by connecting vital data across sales, service, marketing, and commerce.

  • Boost efficiency.

Streamline communication, processes and sales operations, connect on-the-go, and multitask while focusing on advanced analytics.

  • Practice innovations.

Automatically capture data, get instant insights, cooperate efficiently and make better decisions with the help of predictive forecasting.

Salesforce Service Cloud®

Salesforce Service Cloud allows you to deliver smooth personalized customer services, track customer activity across every channel, increase business productivity and simultaneously increase customer satisfaction. Skillful implementation of the Salesforce Service Cloud makes it easier for enterprises to automate service processes, enhance overview and streamline workflows by utilizing a 360-degree view and connecting with every customer on any device.

Salesforce service cloud features includes:

  • Exhaustive customer view for proactive customer interaction.
  • Multichannel targeting for personalized approach.
  • Opportunity and workflow management for better efficiency.
  • AI-powered solutions and analytics for scaled customer support.

With our customized Salesforce Service Cloud integration and implementation services, you can be sure all your data is in the right place.Contact us for more information.

Salesforce Marketing Cloud

One of the most anticipated Salesforce products, Salesforce Marketing Cloud helps businesses make smarter data-based decisions, as well as drive sales and close deals through multi-channel communications.

The evolving platform is specifically designed for marketing professionals seeking for business productivity through understanding customers, interacting with them in any given moment and offering them measured personalized experiences.

Salesforce Marketing Cloud March 2020 Release Notes

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Key features of Salesforce Marketing Cloud can facilitate an organization as it integrates data from every touchpoint for personalized relevant campaigns.

  • Personalized customer journeys. 

The Salesforce Marketing suite initiates attention all the way through the customer engagement process and also gives insights to the customers’ best preferences.

  • Predictive analytics and real-time data management.

Salesforce Marketing Cloud provides Einstein to augment interactions with data with AI capabilities for deeper customization of the offerings. 

  • Cross-channel connections and aligned marketing and sales efforts.

By connecting data from different sources and devices  the marketing teams obtain a single unified view of the customer and work on the 1st, 2d and 3d party data. 

  • Social media analytics and content management.

Marketing Cloud allows for impact analysis by measuring customer journey through different channels and devices. 

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Salesforce Commerce Cloud         

Сommerce cloud is an all-in-one B2C solution built on the Salesforce platform specifically for e-commerce which helps to create innovative and personalized shopping experiences across mobile, social, web, store, call centers, etc. with maximum security and reliability in mind.

Salesforce Commerce Cloud features refer to experience, operations, and intelligence. 

  • Experience helps users to create content and manage products, promotions, and pricing for better customer engagement. 
  • Operations enable broader cross-channel functionality, connecting order fulfillment and back-office processes.
  • Intelligence capabilities empower users with  business insights data analytics and customer personalization. 

Salesforce Health Cloud

Health Cloud is the first  cloud-based product built specifically for healthcare, which is available in Salesforce Classic and Lightning Experience. It aims at helping caregivers and patients build strong relationships in order to understand each other better, for both sides’ benefit, amid their collaboration. 

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This entire set of features makes interactions smooth and enables personalized end-to-end patient experience by:

  • Comprehensive patient view with a complete profile, healthcare plans and clinical data, and an interactions overview between patients and caregivers.
  • Clinical data management with EHR, HL7, and other integrations; like personalized clinical data modelling, etc.
  • Care team productivity tools with mobile components and Lightning Experience empowered by exhaustive task management and care customization, advanced patient segmentation, survey functionality, risks analysis and analytics options.

→  Salesforce Health Cloud and EHR Systems: What’s the Difference and Reason for Optimism

Salesforce Analytics Cloud™

Salesforce Analytics Cloud, powered by Einstein Analytics and Tableau, is specifically designed to make smarter decisions faster by turning big data into actionable decisions while uncovering new insights. It delivers a data analytics review via a built-in engine and offers a number of value-added features starting from exploring data and AI-powered recommendations, up to mobile-optimized and wide integration options ready to meet the needs of the conscientious users. 

Coming in various pricing plans, Salesforce Analytics Cloud is designed to be used as a separate service or combined with the Salesforce platform kit. 

Salesforce Internet of Things

Salesforce IoT Cloud enables the connection of all vital data in IoT, from any device, to the rest of Salesforce for real-time insights and interactions with customers; basically, that is connecting business to customers across every connected device. The Salesforce IoT platform is designed to process the data volumes generated by devices, sensors and applications for actions for real-time responses.  

What is specific about IoT Cloud is that it provides the capability to cater integrated and exhaustive insights for business users without engaging external technical or data experts.  

Salesforce Experience Cloud

Salesforce Experience Cloud, previously Salesforce Community Cloud, is a Salesforce’s Digital Experience Platform built on the Customer360. It helps partners and teams to build websites, portals, mobile apps and other digital touch points to cooperate with the utmost efficiency for building enhanced customer services and cross-organizational efficiencies. Combining the Experience Builder, Salesforce CMS, Mobile Publisher, web apps and a whole set of functionality of Salesforce CRM, it allows for building exceptional personalized data-powered digital experiences.

Salesforce Chatter

Salesforce’s Chatter is a cloud-based social collaboration tool utilized by  enterprises for secure internal cooperation, networking, and update sharing, that functions as an intranet directory on the platform. Employing broad integrations, Chatter allows for secure interactions between company employees with comfort and flexibility. Chatter is available in desktop and mobile versions making it even more user-friendly and accessible.

Salesforce App Cloud

Salesforce App Cloud enables business users to create intuitive and highly secure customer-facing or employee apps, with the help of development instruments like®, Heroku™, Lightning, and AppExchange®. The apps run on the Salesforce platform and are automatically connected to all the Salesforce data, and use APIs to connect with external data, which also enables security controls to handle the applications and permit users to delete, edit, view, or create only specific applications.

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Salesforce Implementation Guide

Making your Salesforce implementation successful only requires a few steps. Some basic implementation rules include:

  • Thorough planning. 

Define a general goal for your business needs along with specific objectives. The integration of the Salesforce platform into your business will be the cornerstone of the implementation. You will have to prepare/educate your team and main stakeholders, define all the crucial estimates, choose the approach and prioritize implementation tasks.

  • Data Preparation. 

A data inventory, with specific goals for its future successful application, should take place if you want your Salesforce system to operate as intended. Well-configured and customized Salesforce tools will have to align with your required business processes. During this, it is vital to maintain meticulous, efficient, and clear communication within the organization.

  • Salesforce Deployment and Data Transfer. 

Importing data into Salesforce in small batches allows for the identification of any issues and the ability to fix them. It’s important to get reviews from the stakeholders at every point during the process and to monitor the adoption outcomes (usage, data quality, and performance).

  • Updates and Improvements.

The implementation processes will be reviewed in order to make sure your system performs as required. Adapting further improved functionality and more customization will help your business evolve and bring a better ROI.

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With a well-thought Salesforce implementation procedure, we can help your organization create more opportunities, improve integrations, and get real-time analytics to proactively engage with customers and satisfy their needs.

Salesforce Architecture Overview

Salesforce Architecture is a combination of two instances: 

Multi-Tenant Architecture implies that one common application serves and is shared by multiple clients making it cost- and effort- efficient. Its core features include:

  • A single instance of software serves multiple tenants.
  • Resources and maintenance are shared.
  • Data for all customers is stored in one database.
  • Simultaneous updates for all clients.
  • Sharing rules are enforced by Governor limits.

Metadata Architecture applied by Salesforce, as an extension of Governor limits, ensures better security and control over data stored. A Metadata driven development model allows software engineers to concentrate on application building, increasing their productivity.

Its distinctive features include:

  • Processes, assignment rules, sharing and security settings, Apex triggers, and Visualforce pages.
  • Functionalities of the app are defined as metadata in the database.

Salesforce Sales CloudAvenga is a Salesforce Development Company

As a Salesforce registered consulting partner, Avenga has an extensive experience across a wide variety of Salesforce products and services:

  • Salesforce Setup and Configuration
  • Salesforce Custom Development
  • Salesforce Integration

Our expert team helps clients with efficient Salesforce services, like Salesforce consulting, integration, administration, AppExchange development, configuration, product development, customization, as well as, training and support, in order to deliver your solution with the utmost success. 

Audit for Salesforce Projects

Audit for Salesforce Projects

Salesforce application development offerings by Avenga include:

  • Migration to Salesforce CRM software from legacy solutions.
  • Functionality enrichment for your current Salesforce CRM solution.
  • Workflow design, execution and automation services.
  • Comprehensive reporting solutions and dashboards for your business specific needs.
  • application development.
  • Customized Salesforce mobile Applications for better business productivity.
  • Design for APIs, canvas application, developing custom web, de-duplication, and others.
  • Custom AI-powered solutions and services with Einstein.

Audit for Salesforce Projects

Salesforce Integration 

The key value of Salesforce Integration lies in the fact that a well-tailored custom application becomes a powerful tool for real time performance and data analytics, that consequently can improve productivity of business processes and revenue growth. With an expert implementation team and Salesforce support services from Avenga, you receive all the benefits of smooth integration without any extra complexities, so that you can concentrate on your core work competencies to deliver value to your customers.

Avenga’s Salesforce application development  and implementation team ensures that our clients enjoy a perfectly-fitted solution and consulting, including Salesforce Marketing Cloud implementation and migration, Salesforce Commerce Cloud implementation and integration, and mobile app development services to maximize performance and management quality.

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