What is Salesforce? | Salesforce Explained

Summary

Salesforce's Einstein 1 platform revolutionizes customer relationship management (CRM) with AI-powered tools that unify data, enhance productivity, and personalize customer interactions across sales, service, and marketing. By integrating diverse data sources and leveraging metadata, Salesforce offers a 360-degree customer view, enabling businesses to scale securely and deliver tailored experiences, all while ensuring data privacy and security.

Takeaways

• 🤖 Salesforce is a pioneer in cloud-based CRM and is the leading A.I. CRM platform, offering a comprehensive suite of tools for various business functions.
• 📊 CRM stands for Customer Relationship Management, which is a system for managing customer data and providing teams with tools to take action across different areas such as sales, service, and marketing.
• 🧠 Einstein Q is a full portfolio of Salesforce products that integrates CRM, AI, data, and trust on a single platform, enhancing productivity and customer relationships.
• 🎯 With Einstein 1, businesses can personalize interactions to improve business outcomes, such as identifying target audiences for marketing campaigns and prioritizing sales leads.
• 🔍 Salesforce enables a 360-degree view of every customer by integrating customer interactions across sales, marketing, and service, allowing teams to see a complete picture of customer engagement.
• 🔗 The importance of data integration is emphasized, as AI's effectiveness is contingent on having access to relevant and unified customer data from various sources.
• 🌐 Data Cloud is a Salesforce feature that connects external data to Salesforce, making it readily available for use in daily business applications.
• 📈 Salesforce provides visual data solutions that allow users to create charts, graphs, and other visualizations for better data understanding and decision-making.
• 🏭 Metadata in Salesforce provides context for data, enabling customization without code and enhancing AI's ability to understand and automate processes across the platform.
• 🔒 Salesforce's Einstein A.I. is a trusted AI specifically designed for CRM, ensuring enterprise-level data privacy and security measures are in place when processing requests.
• 🛠️ The Einstein 1 platform serves as the technical foundation, offering a unified customer platform that facilitates intelligent automation, low-code app development, and seamless cross-app functionality.

Q & A

What is the primary purpose of AI in improving customer relationships for companies?

The primary purpose of AI in improving customer relationships is to leverage customer data to personalize interactions, increase employee productivity, and enhance business results.

What does CRM stand for and what is its role in a company?

CRM stands for Customer Relationship Management. It is a system that manages customer data and provides tools for various teams within a company to take action, such as sales, service, marketing, and commerce.

What is the significance of the term 'Einstein 1' in the context of Salesforce?

Einstein 1 refers to the full portfolio of Salesforce products that integrate CRM, AI, data, and trust on one platform, aiming to increase productivity and improve customer relationships.

How does Salesforce's AI help in marketing campaigns?

Salesforce's AI helps in marketing by identifying target audiences, building customized journeys, and launching campaigns that are more likely to engage and convert potential customers.

What does Salesforce mean by 'better together' when referring to its tools?

'Better together' refers to the collaborative advantage of Salesforce's tools when used on the same platform, allowing teams to have a unified view of customer interactions across sales, marketing, and service.

What is the concept of 'Customer 360' in Salesforce?

Customer 360 is the concept of having a complete, 360-degree view of every customer, which allows companies to unite all departments around a single shared view of their customers, regardless of the business size, stage, or industry.

How does Salesforce address the issue of data silos and app integration?

Salesforce addresses data silos and app integration through its Data Cloud, which connects data from various sources to Salesforce, making it readily available in apps used by marketers, salespeople, and customer service reps.

What is the role of metadata in Salesforce's AI capabilities?

Metadata provides context for data, acting as a common language for data across Salesforce apps. It enables customization without code and helps AI understand the data's purpose, usage, and relationships, thereby enhancing AI's intelligence.

How does Salesforce's Einstein AI differ from public AI models?

Einstein AI is a trusted AI specifically designed for CRM, built into every Salesforce app, ensuring it understands the business's unique customer data and needs. Unlike public models, it does not pool information from the internet and is focused on enterprise-level data privacy.

What is the significance of the conversational AI Copilot in Salesforce apps?

The conversational AI Copilot is a persistent assistant that works across every Salesforce app, providing real-time insights, answering questions, and summarizing conversations with a click of a button, enhancing productivity and decision-making.

How does the Einstein 1 platform support businesses in scaling AI and customizations?

The Einstein 1 platform serves as the technical foundation that enables data, AI, and customizations to work seamlessly across all apps used by a company. It supports low-code app development and provides tools for every team member, allowing businesses to move faster and take action on customer data.

Outlines

00:00

🚀 Leveraging AI for Enhanced Customer Relationships with Salesforce CRM

The first paragraph introduces the concept of utilizing AI and customer data to improve business relationships, emphasizing the challenges of starting this process. It highlights Salesforce as the pioneer of cloud-based CRM and the world's leading AI CRM platform. CRM is defined as a system for managing customer data and facilitating team action across various departments such as sales, service, marketing, and industry-specific sectors. The paragraph also introduces Einstein, Salesforce's AI portfolio, which integrates CRM, AI, data, and trust on a single platform to increase productivity and personalize customer interactions. Examples of how AI can be applied in marketing, sales, and customer service are provided, showcasing the benefits of a unified platform that offers a 360-degree view of customers, which is crucial for businesses of all sizes and industries. The importance of CRM for business success and the added value of AI in this context are underscored, pointing out the issues with non-integrated apps and siloed data.

05:01

🛡️ Trustworthy AI and Unified Data for Secure and Effective CRM

The second paragraph discusses the importance of using trusted AI in CRM systems, contrasting public AI models that pool information from the internet and may not understand a company's specific customers, with Salesforce's Einstein, a CRM-specific AI designed to protect sensitive data. Einstein 1 is introduced as a platform with AI integrated into every app, allowing for quick and secure scaling across the company. The paragraph emphasizes the enterprise-level data privacy provided by Salesforce and how Einstein's outputs are tailored to the business, learning from the 360-degree customer view to understand their needs. Examples of how Einstein can assist sales and marketing teams are given, such as writing follow-up emails and generating email subject lines. The paragraph also introduces the AI Copilot, a conversational AI built into Salesforce apps that works across departments and integrates with Slack for productivity. The Einstein 1 platform is described as the technical foundation that enables seamless AI, automation, and customization across all apps, helping businesses move faster and stay ahead in the AI revolution. The paragraph concludes with an invitation to learn more about Salesforce and its capabilities on Trailhead and through networking and events.

Keywords

💡CRM

CRM stands for Customer Relationship Management. It is a system designed to manage customer data and facilitate various teams within a company to use tools that help them take action. In the context of the video, CRM is integral to improving relationships with customers by providing a 360-degree view of customer interactions across sales, service, marketing, and commerce.

💡AI

AI refers to Artificial Intelligence, which is the simulation of human intelligence in machines that are programmed to think like humans and mimic their actions. The video emphasizes AI's role in enhancing CRM systems, making processes faster, easier, and better, and providing personalized customer interactions for improved business results.

💡Salesforce

Salesforce is a leading cloud-based CRM service provider. The video script positions Salesforce as the pioneer of cloud-based CRM and the number one A.I. CRM in the world, offering a suite of tools to improve customer relationships and business outcomes through AI and integrated platforms.

💡Einstein

Einstein is the name given to Salesforce's AI technology. It is specifically designed for CRM and is integrated into every Salesforce app, providing a trusted AI that can analyze customer data to deliver personalized and contextually relevant actions and insights.

💡Data Integration

Data Integration is the process of combining data from different sources into a single, unified view. The video discusses the importance of data integration for AI to function effectively, emphasizing the need to connect customer data from various systems to enrich CRM and enable faster action on data.

💡Metadata

Metadata provides context for data, describing the data's characteristics, usage, and relationships. In the video, metadata is described as a common language for data across Salesforce apps, enabling customization without code and enhancing AI's understanding and automation capabilities.

💡Customer 360

Customer 360 is a concept that refers to having a complete, unified view of every customer interaction across different departments and systems. The video uses this term to illustrate the comprehensive understanding of customers that Salesforce's AI and CRM tools can provide, allowing for more personalized and effective customer relationships.

💡Data Cloud

Data Cloud is a service mentioned in the video that connects external data to Salesforce, making it readily available in apps used by marketers, salespeople, and customer service representatives. It is part of the process to create connected customer experiences and leverage data across various systems.

💡AI Copilot

AI Copilot is a conversational AI feature built directly into Salesforce apps, providing a persistent assistant that works across every app, seeing data across departments and ready to answer questions or summarize conversations. The video script uses the AI Copilot as an example of how AI can be integrated into the workflow to improve productivity and customer service.

💡Trailhead

Trailhead is Salesforce's online learning platform where users can learn new skills for free. The video encourages viewers to visit Salesforce.com to access Trailhead for education, networking, and to join events, emphasizing the platform's role in professional development within the Salesforce ecosystem.

💡Einstein 1 Platform

The Einstein 1 Platform is the technical foundation of the Einstein 1 portfolio, providing a unified customer platform for the entire business. It integrates intelligence, automation, low-code app development, and more, enabling seamless data AI and customizations across all apps used by a company.

Highlights

Salesforce is the number one A.I. CRM in the world, offering a cloud-based CRM system to manage customer data and provide tools for various business functions.

CRM stands for Customer Relationship Management, a system that helps manage customer data and enables teams to take action with the right tools.

Einstein q is a full portfolio of Salesforce products that integrates CRM, AI, data, and trust on one platform, enhancing employee productivity and customer relationships.

Salesforce tools cover sales, service, marketing, commerce, and industry-specific solutions like financial services and healthcare.

The platform provides a 360-degree view of every customer, uniting departments around a single shared view to improve business outcomes.

Salesforce's AI, called Einstein, is specifically designed for CRM, offering a trusted A.I. that learns from a comprehensive customer view.

Data Cloud connects customer data from various sources to Salesforce, making it readily available for marketers, salespeople, and customer service reps.

Salesforce offers a library of connectors to integrate more apps and data, overcoming the challenge of disconnected systems.

Metadata provides context for data across Salesforce apps, enabling customization without code and enhancing AI's capabilities.

Einstein 1 platform allows for easy scaling of AI across the business, ensuring secure and enterprise-level data privacy.

Salesforce's AI copilot works across every app, offering conversational AI that can answer questions and summarize conversations with a single click.

Einstein AI can perform tasks such as writing follow-up emails for leads and generating email subject lines based on past performance.

The AI copilot integrates with Slack, allowing for searching answers, summarizing information, and updating CRM records without leaving the workflow.

Salesforce enables the creation of automated workflows and backend processes across the platform and any connected system.

The Einstein 1 platform serves as the technical foundation, providing intelligence, automation, and low-code app development for the entire business.

Salesforce.com offers free learning on Trailhead and networking opportunities with other trailblazers to drive customer success.

Transcripts

Every company wants to improve its relationships with customers.

And AI, along with their trusted customer data,

has so much potential for doing just that.

But hey, I get it.

It can be really hard if you don't know where to start

or how to set up your company for success.

Luckily, that's what Salesforce is all about.

Salesforce pioneered the first ever cloud based CRM

and today is the number one A.I.

CRM in the world.

Okay, well, wait a second.

Not sure what CRM is.

Well, you know, I got you here.

CRM stands for Customer Relationship Management.

It's basically a system that manages your customer data and gives every team

in your company is the use tools that help them take action.

We're talking tools for sales, service, marketing, commerce

and even industry specific ones like financial services and health care.

Now, Einstein q is the full portfolio of Salesforce products that brings CRM.

AI, data, and trust

together on one integrated platform with Einstein 1.

You can increase employee productivity and improve customer relationships

by personalizing every interaction, which leads to better business results.

Now, let me give you some examples here.

For marketing, you can do something like identify target audiences

and build a customized journey and launch a campaign for sales.

You can see every deal in detail and prioritize leads

that are most likely to buy.

And for customer service, you can provide immediate support on any channel.

We like to say these tools are better together,

with everyone working together on the same platform.

Your service teams can see every customer interaction in sales, marketing

and commerce, and sellers can see if a customer has open support cases

or if they've engaged with any marketing activities like emails or your website.

Everyone gets a 360 degree view of every customer,

and that is what we call a Customer 360.

No matter what size, stage or industry your business is in.

You can create your own customer 360 and unite all your departments

around a single shared view of your customers.

These days, companies need CRM to be successful.

But with AI, you can get even more value from it.

It's like a power up that helps you do everything easier, faster and better.

But using AI won't really help if your apps aren't integrated

and your data is siloed, or if you're relying on public

AI models alone to help you build a successful future.

In AI, Salesforce addresses all these problems head on and how?

Well, first you've got to get your data together.

Listen, AI only works if it can access relevant data

about your customers and your business.

So to enrich your CRM and take action on your data faster, you need a data

engine that connects your customer data from a variety of sources.

Now, as a Salesforce user, you'll enter data like accounts,

contacts, leads and cases.

But the customer profile you're adding these interactions too,

can be so much more powerful when it has data from other systems too,

like how your customer has been interacting with your website

or using your products.

That's where Data Cloud comes in.

Now, Data Cloud connects data to Salesforce,

so it's readily available in apps that marketers, salespeople,

customer service reps and more use every day.

And that goes for external systems outside of Salesforce, too.

I mean, today the average company uses over

a thousand different apps to track a single customer.

It's impossible to create connected experiences

for your customers and actually use your data.

If all these systems don't talk to each other.

But Salesforce has a library of connectors that let you integrate even more

apps and data into Salesforce no matter where you have it stored or what format it’s in.

And if you want to see and understand your data visually.

Salesforce has solutions anyone can use to create

charts, graphs and other visualizations too.

Now, these data solutions are all designed to help you bring your data together.

Use the apps you want, and take action on data faster.

Now, after unifying your data, you can harness the power of metadata.

Metadata basically provides context for your data.

Now, without getting too much into it, think of metadata as a common language

for all the data across all your Salesforce apps

when they all speak the same language.

You can customize them quickly and easily and get this.

Any metadata tools

you use can be set up without code and is instantly available in any app.

Metadata also helps and I understand what kind of data it is,

how it's used and how it's related to other data in the system.

So it basically raises AI’s IQ.

Yeah, good brain thinking.

Now, together,

data and metadata enrich your CRM, so you have more automation opportunities,

richer customizations, smarter AI, and so much more.

And that brings us to how you can scale easily and securely across

your business to create better customer experiences and improve business results.

Like I said before, using public models alone that just won't cut it.

They pool information from the internet,

don't know your customers and this is really important.

They can retain everything you ask them, which can put your most sensitive data at risk.

But Salesforce, they created a trusted A.I.

called Einstein that's specifically designed for CRM.

Fun fact we call our portfolio of products Einstein 1

because it's one platform with Einstein, AI built into every app

since Einstein AI works across all your Salesforce apps.

You don't have to deal with using ten different apps with ten different models.

That's why you're able to scale one AI

across your entire company quickly and securely.

Now, when it comes to security,

you have the enterprise level data privacy of Salesforce.

So when you ask Einstein something, a number of security measures are taken

to make sure your data is masked or covered up

and forgotten by the model after the output is generated.

And since Einstein is grounded in your customer data,

it's outputs are specific to your business to it can learn from that

360 degree view of your customers and understand what they need.

And that means your team members can spend less time

on mundane tasks and more time on customer needs.

For example, sales reps can ask Einstein to write follow up

emails for leads and summarize phone calls and marketing teams.

They can ask Einstein to generate email subject lines based on past performance.

So Einstein knows how to help you deliver success for all your customers,

right in the flow of work.

And when I say right in the flow of work, I mean you have an actual

conversational AI Copilot built directly into your apps.

It's one persistent copilot that works across every Salesforce

app, which means it can see data across every department.

It's always ready to answer questions and summarize convos

with a click of a button.

Let's look at our sales example again.

And if a sales rep asks Einstein

to identify their top leads to follow up with, Einstein can do that.

But it can also see that one of those top leads has an open customer service ticket

and it can alert that rep to make sure they help get it resolved a.s.a.p.

Now this A.I. copilot even works with Slack, a.k.a the ultimate productivity booster.

You can search for answers in your Slack channels, summarize information

and update your CRM records all without leaving the flow of work.

Right. Pretty amazing.

Now, these are just a couple of examples I say can also help you build

automated workflows and backend processes across Salesforce and any system.

Now, you might be wondering how all this is even possible.

Well, all the tools and apps we talked about are built on the Einstein 1 platform

Think about the Einstein 1 platform as the technical layer

or the foundation of the whole Einstein 1 portfolio.

It's one customer platform for your entire business

that brings intelligence automation, low-code

app development, and more to every team member in your company.

No I.T. degree required.

Now the Einstein 1 platform makes your data A.I.

and customizations work seamlessly across every app you use,

and that means it can help you move faster.

Take action on all your customer data and pull ahead.

In this A.I. revolution.

All right.

So if you want to have a bright future in A.I.

to make your business more integrated than ever and to connect

with your customers in a whole new way, in all starts right here, right now.

Head to Salesforce.com now to learn new skills for free on Trailhead

Network with other trailblazers, join an inspiring in-person

or digital event and see how Salesforce customers are driving customer success.

Thanks so much for watching and we'll see you next time.