Salesforce

Salesforce.com
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 Salesforce is the worlds' first and most popular CRM system headquartered
in San Francisco. With more than 82,000 companies and 100,000+
customers rely on this dynamic, web-based, low-cost CRM platform.
 It was founded in March 1999 by former Oracle executive Marc Benioff
Salesforce.com has its services translated into 16 different languages and
currently has 82,400 regular customers and over 2,100,000 subscribers
 Salesforce CRM provides a complete solution for that includes feature-rich
solutions for marketing, sales, services, partner management and
community management.

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Salesforce CRM benefits
• Low cost, low risk cloud based solution software
service to buy.
• Complete solution includes feature-rich solution for
marketing, sales, service, partner management and
community management.
• Fast result because it drain resources on high value,
low cost and focus on innovation

•salesforce.com proprietary/confidential: customer internal use only
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 What is CRM?
 For sales and marketing For sales managers,
CRM cloud apps provide real-time visibility into
their team’s activities so they can forecast
sales with confidence. For sales reps, CRM
cloud apps make it easy to manage customer
information so reps spend less time handling
data and more time with customers.

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 For marketers, nothing is more important than
tracking the sales that result from leads
generated through marketing campaigns on
your Web site, in email, or with Google
AdWords. CRM cloud apps let marketers track
leads and sources, route leads to the right
salespeople in real time, and provide the
analytics to see what’s working and what can
be improved.

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 For customer service
 Your customers have questions about your
products. Today, they might go to Google or
Twitter to look for answers and only contact
your call center if they can’t find what they
need. To deliver stellar customer service, you
need to connect all the conversations that
happen on social networks with the internal
knowledge your agents use every day. That
way, your customers get answers fast and are
happy. And it costs you less

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 CRM Cloud Platform
 CRM cloud apps need to be easy to use for
sales, marketing, and service professionals in
any industry. That’s why smart companies rely
on a CRM platform that gives them complete
freedom to customize CRM for their business.
It’s the best way to boost adoption and make
sure your CRM apps are working the way you
do.

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 CRM Cloud Infrastructure
 Successful CRM customers rely on a proven, trusted
infrastructure—the servers and software in a data
center—for running their CRM applications. For CRM to
work effectively, it must have three characteristics:
 High reliability – uptime that exceeds 99.9%
 High performance – data access in less than 300 ms
 High security – industry certifications such as ISO27001
and SAS 70 Type II
 An effective CRM infrastructure is based on
multitenancy: multiple customers sharing common
technology and all running on the latest release, much
like Amazon.com or Google. With multitenancy, you don’t
have to worry about application or infrastructure
upgrades—they happen automatically. In fact,
multitenancy lets companies focus on managing CRM,
not managing technology.

Salesforce.com Strengths
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 The most recent CRM market share analysis report
shows Salesforce as the clear market leader and
increasing the distance over the rest of the pack.
 The company is a proven innovator. This strength
alone separates Salesforce.com from much of its
competition and provides increased payback for
customers.
 Salesforce.com promotes a vibrant user community.
The company uses its own Ideas solution to solicit
community input, actively monitors social networks
and provides online venues for customers to make
themselves heard. Too often CRM companies don't
actually practice the Customer Relationship
Management they speak of, however, Salesforce.com
clearly walks the walk.

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 The Salesforce.com user interface maximizes
consumer technologies to deliver a simple and
rewarding user experience. This has delivered
a profound effect in achieving user
adoption.Salesforce.com is championing
social CRM and delivering the technology for
its customers to achieve social CRM business
objectives

•11 The company's combination of Salesforce1,
Force.com, PaaS tools and AppExchange lead
the SaaS CRM industry in terms of cloud
integration, software customization, third party
extensibility and ecosystem.The company's
growth continues to amaze. In addition to
revenue growth, Salesforce reported 17
straight quarters of declining customer attrition
rates driven in large part by increased
utilization of the Salesforce CRM suite and
greater customization using the Salesforce1
platform

Salesforce CRM is pay as-you-go. Different pricing
edition plans are available.
Contact Manager $5 /user/Month
Group $15 /user/Month
Professional $65 /user/Month
Unlimited $250 /user/Month
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Salesforce is divided into different sets of tools referred to as "clouds”
•Sales Cloud
•Service Cloud
•Collaboration Cloud
Sales Cloud- Sales Cloud helps to sell products and Services, manage connection with
customer, and close more deals. Sales Cloud include Chatter, Social Contact, Marketing
and Leads, Data.com, Opportunities and quotes, Approval and Work process, Files and
Libraries, Analytics and Forecasting, Partner Management, AppExchange, Email and
calendaring
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Collabration Cloud - Collabration cloud consist of Salesforce Chatter and
Radian6 service cloud which helps to connect with co-workers, customers, and
partners to share experience and information across.
Service Cloud - Service cloud increase agent productivity, reduces service
costs, and gain better visibility into Service Organization. It includes Customer
Portal, Live Agent, Contract and entitlement
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Custom Cloud - Custom Cloud is infrastructure used to for building customized cloud
application development for automation, analytics and approval processes.
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Types of applications
Partners built ERP on Salesforce
Human oriented size
Structured Data
Like approval process
Internet & Portal type of applications
Long-tail apps
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Salesforce.com, Inc. offers a family of products, and has thousands of
clients who use its service, but each company’s secure Web site is
separate from the other Web sites and might look different to suit their
unique needs like
 Sharing Rules / Org-Wide Default
 Approval Processes
 Junction Object
 Master-Detail / Lookup relationships
 Report / Report Types / Dashboards
 Data Loader / Import Wizard
 Formula Fields
 Analytical Snapshot
 Workflows
 Encrypted Fields / External Ids
 Governor Limits

General steps for building Salesforce.com
1. Creating Application Description
2. Add Relationships
3. Use Formulas and Validations
4. Automating Process using Workflow
5. Creating Approval Process
6. Creating Reports and Dashboards
7. Adding Programming Logic to Apex
8. Adding tests to your apps
9. Building Custom user Interface using Visual Force
10. Creating Public Web pages using Sites
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1. Creating Application
• Creating field
• Fields can be set as unique, required or as external id. A
required field is always displayed in the edit page.
• A field of type external id is a record id from another system.
• Fields of type number, text and email can be set as external
id.
• Objects can have upto 500 custom fields.
• Each object can have up to three external ids
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• Creating Record
• Record types allow you to offer different business processes, picklist values,
and page layouts to different users based on their profiles.
• Record types can be used in various ways, for example: Create record types
for opportunities to differentiate your regular sales deals from your
professional services engagements and offer different picklist values for each.
<CustomObject
xmlns="http://soap.sforce.com/2006/04/metadata">
<recordTypes>
<fullName>My First Recordtype</fullName>
</recordTypes>
</CustomObject>
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2. Adding Relationships
• Creating Object
•Objects logically correspond to database tables in a relational database.
•Objects can be Standard or Custom. Standard are objects are predefined by
Salesforce like Accounts, Case, Contact etc
•Custom objects store information that is unique and important to your
organization. Custom objects are created by developers based upon application
requirements.
•Custom objects are reportable and search-able.
• Creating Record
The record type can be text or auto-number. Auto-number can take values like
A-{0001}, A-{0002} etc
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Object Relationships
There are two main type of relationships in Salesforce
• Master-detail Relationship: It is Parent-Child relationship that controls
behaviour of detail object. They are tightly coupled. Maximum 2 Master-Detail
relationship can be created in Salesforce for detail object
• Lookup Relationship : It is type of relation which link two objects together,
but has no effect on deletion or security. They are loosely coupled. Max 25
lookup relationship per child can be created.
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3. Using Formula and Validation
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•salesforce.com
proprietary/confidential: customer
internal use only
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4. Automating Process using Workflow
• Setting of Workflow Rule
• Test the Workflow Rules
• Creating Approval Process
• Create an Email Template
• Create an Approval Process
• Create a Custom Profile
• Create a User
• Test the Approval Process

5. Workflow and Approval Process
•Involve automating business process Ex: Trigger
an alert
•Help us create business logic based on rules:
•Workflow rules can assign tasks users to update
fields or send email alerts
•Approval processes allow users to submit
sensitive records like new contracts or purchase
orders for approval
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6. Creating Reports and Dashboards
a) Report Types:
 Tabular – Simple data listing without subtotals
 Summary – Data listing plus sorting and subtotaling of data
 Matrix – Summarizes data in a grid against X and Y axis
(similar to pivot table)
 All reports can be customized / personalized for individual reporting
needs
 Reporting engine limits the view of data to two sometimes three
object relationships
 "Smart" totaling means that duplicate data is counted only once in
any subtotal or total.

Report of Enterprise CRM Solution
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B) CREATING DASHBOARD
 Dashboards can only be created by Summary and Matrix
reports
 Security for Dashboards exists at the folder level

Recruiting App Dashboard of Enterprise CRM Solution
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7. Adding Programming Logic to Apex
• Apex is a powerful object-oriented language, with many of the features
typically found in similar languages such as Java.
• Apex class consists features of the general language, such as arrays,
iteration, and querying the database.
• Apex is a development platform for building software as a service (SaaS)
applications on top of Salesforce.com's customer relationship management
(CRM) functionality.
• Apex allows developers to access Salesforce.com's back-end database
and client-server interfaces to create third-party SaaS applications.
• Apex includes an application program interface (API) that developers can use
to access user data on Salesforce.com.
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8. Adding tests to your app
•Create an Apex Trigger Definition
• Defining List Variable
• Iterate Through the List and Modify
• Test the Trigger

Visual Force shot
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9. Building Custom user Interface using Visual Force
• Enable Visualforce Development Mode
• Create a Visualforce Page
• Add a Style sheet Static Resource
• Add a Controller to the Page

Visual Force
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Visualforce is used to present the data to users. Salesforce’s Visual force
use MVC Design Pattern that used for managing your web application.
MVC pattern contains below three modules:
 Model
 View
 Controller
 Model: It describes what schema and data does Salesforce uses to
represent the system completely.. For example if the task is related to
business logic or handling Database you will write Bean classes or Java
classes, these classes comes under MODEL
 View: View describe how the schema and data is represented. All the
representation type stuff like JSP page, HTML page, CSS, page layouts
style sheets
 Controller: It describe how the interface actions. Controllers are used to
perform the actions whenever users interact with visual force.

10. Creating Public Web pages using Sites
•Create Catalog Page
• Register a Force.com Domain Name
•Create a Force.com Site
•Configure and Test the Site
•Bonus Step—Updating the Page with AJAX
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How Salesforce is Useful
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 Salesforce.com offers a conclusive concept to deliver an easy to
use CRM Software as a service using a dynamic, scale free cloud
computing approach.
 This satisfies the customer demand and leverages cost benefits
for the customers of Salesforce.com.
 Salesforce does a lot to create a productive, collaborative CRM
environment.
 The success of Salesforce.com is based on an excellent
management, a clear company strategy and a business model,
which uses cutting edge technology combined with a developer
community and an easy to use platform, which is delivered in a very
cost effective manner

Salesforce

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