Salesforce is a cloud-based CRM app. CRM stands for Customer Relationship Management. Its job is managing and handling all the aspects of the relationship between an enterprise and its own customers, for instance, customer contact details, customer deals, customers’ support requests, etc. Moreover, it also handles storage of people’s details and details about the seller organization. This makes the day to day activities much easier for customer-related businesses. It also helps to enhance the relationship with a customer, which in turn is good for the organization’s growth.
It supports 4 platforms – web-based, iPhone, Android, and Windows. Due to his multi-platform support, it is used by any enterprise, irrespective of its size. From a call centre to a tech giant like Google, all are using Salesforce products to enhance their customer experience.
Now, let us explore Salesforce services which make it the great choice for CRM software. Below are the types of services Salesforce offers to an enterprise.
1. Sales
Salesforce Sales Services enables your company’s sales teams to close deals and handle them like never before. It increases the productivity and pipeline will be filled with solid leads. This all will result in more wins without any software, hardware, or speed limits. Get more info from Servicenow Training
- Sales Cloud – helps to manage contacts and trace the opportunities from any mode of a device, be it desktop or mobile, at any time.
- Salesforce CPQ (Configure, Price, Quote) – Salesforce CPQ automates quoting, billing, contracting and ordering process. Through CPQ, you can build accurate and easy quotes, faster and cleaner proposals.
2. Service
You can enhance your customer support from the self-service portal to a customer help desk portal by using Salesforce Service Solutions.
- Service Cloud – It’s a service platform for customer service and support team. It enables you to provide faster and smarter support to your customers.
- Field Service Lightning – It delivers faster, productive, and intelligent onsite support by connecting the entire workforce.
3. Marketing
- Marketing Cloud – Marketing cloud makes the most use of every customer interaction through personalized and cross-channel customer journeys. This makes the customer experiences exceptionally across web, mobile, email, social, and advertising.
- Salesforce DMP – Salesforce Data Management Platform (DMP) stores and activates your data to provide valuable customer experience and to construct healthy consumer relationships across every touchpoint.
- Pardot – It is a market automation feature which supports email marketing, lead scoring, nurturing, and more.
4. Commerce
- Commerce Cloud Digital – It engages shoppers with personalized, innovative, and AI-powered commerce solutions for marketing, promotions, merchandising across the web, mobile, social, and more.
- Commerce Cloud Order Management – Through real-time inventory visibility, allocation logic, and order lifecycle management across all channels, it gives a “buy, service, and fulfil anywhere” type of experience to customers.
5. Quip
It allows users to generate documents, checklists and spreadsheets which you can share with your whole team through Quip, and they can edit those documents as well.
6. Platform
- Salesforce Platform – Salesforce Platform is the one-stop solution for constructing, managing, running and optimizing apps by using the same technology. This is a major factor for the success of Salesforce.
- Lightning – Lightning helps you to build social and mobile apps using either click or code.
- Heroku Enterprise – Heroku is an open-source language cloud application which is integrated with Salesforce data. It supports various languages like Ruby, Python, Java, Scala, Node.js, and more.
7. Analytics
- Sales Analytics – Sales Analytics in Salesforce has the ability to gain pipeline visibility quickly which uncovers opportunities to grow the enterprise. It uses Einstein Discovery to discover hidden insights and get a smart recommendation which makes selling faster and smarter.
- Service Analytics – It gains deep insights from the team’s performances and these insights can then be converted into actions to enhance the customer experience.
These are only a few handpicked products described above. But the list is long. These services altogether make Salesforce one of the top CRM platforms across the world.
ServiceNow Overview
ServiceNow is an IT Service Management tool which consolidates fragmented tools and legacy systems and automates service management process. ServiceNow creates a better experience for employees, users, and customers by providing different services for IT, HR, customer service, security, software development and more. It follows the term “easy configuration, fast deployment”. It can easily integrate with other tools.
ServiceNow automates all enterprise IT operations by creating a single system of record for all IT processes within an organization. This system consolidates IT strategy, design, transition and operation on a powerfully simple cloud platform.
Let us explore what types of solutions are offered by ServiceNow for an enterprise.
1. IT Service Management
IT Service Management solutions are simple to configure and fast to deploy. They are also scalable with business needs. Solutions of ITSM are:
- Problem Management
- Change and Release Management
- Incident Management
- Benchmarks
- Performance Analytics
- Asset and Cost Management
- Survey and Assessment
- Configuration Management
- Agent Intelligence
- Reports and Dashboards
- Request Management (includes portal and catalogue)
- Knowledge Management
- Service Level Management
2. IT Operations Management
ITOM solutions convert IT operations from a reactive response to proactive partner in a business. It uncovers the visibility into end-end business services by understanding the relationship with the underlying IT resources. It automates IT process and remediation actions which in turn increases agility. It keeps services healthy and engages in a multi-cloud strategy by providing enterprise-ready self-service capabilities to cloud users. Available solutions are:
- Event Management
- Cloud Management
- Service Mapping
- Discovery
- Orchestration
- Operational Intelligence.
3. IT Business Management
ITBM solutions provide visibility into project and application portfolios. They get financial insight thus help to decide where to invest to best support organizational goals. Available solutions are:
- Demand Management
- Financial Planning
- Application Portfolio Management
- Financial Charging
- Test Management
- Financial Modeling
- Agile Development
- Project Portfolio Management
- Resource Management
4. Security
ServiceNow Security solutions are built on intelligent workflows. A security orchestration, automation, and response engine connect your security solutions to prioritize the incidents according to their potential impact. They are built on intelligent workflows. Available solutions are:
- Security Incident Response
- Performance Analytics for Security Operations
- Vulnerability Response
- Trusted Security Circles
- Configuration Compliance
- Security Orchestrations
- Security Event Management
- Threat Intelligence
To get in-depth knowledge, enroll for a live free demo on Servicenow Online Training
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