The functionality of Salesforce is fairly diverse with a myriad of different tools and features. This has made the CRM giant divide its features into different products known as Salesforce Clouds.
Every
Salesforce Cloud is an offering that provides users with a specific set of tools and features. These features can be related to a specific sector of industry or a department within an organization. For example, while
Salesforce Health Cloud is designed to help institutions in the healthcare sector streamline their services,
Salesforce Marketing Cloud helps the marketing department of an organization reach out to the clients better.
Salesforce Cloud services divided into these offerings allow users to choose the products that are best suited for them. Irrespective of the scale at which you operate and the industry you belong to, you will always find a
Salesforce Cloud that is in sync with your needs and preferences.
While there are many different Salesforce products you can choose from, there are three core Salesforce Clouds that are highly preferred by users around the world – Sales Cloud, Service Cloud, and Marketing Cloud.
Salesforce Sales Cloud
This is the flagship
Salesforce Cloud that is often used to describe the services offered by Salesforce in general. As the name suggests,
Salesforce Sales Cloud is a CRM platform built to streamline your sales processes. It provides your sales reps with a 360-degree view of your existing, past, and potential customers to provide them with tailor-made services.
From storing important details about your products to managing details about your customers, the Sales Cloud provides users with a centralized cloud-based platform for streamlining sales processes.
Here are some of the most important features of
Salesforce Sales Cloud:
Lead Management
Salesforce Sales Cloud allows you to manage all your sales leads on a single unified platform. It provides users with an automated sales pipeline to add new leads as they are converted into customers.
When a new lead is acquired, it is added to the pipeline where it is nurtured by the sales reps. The Sales Cloud also allows users to score the leads based on their behaviour and likelihood of getting converted. This helps your sales reps to prioritize the right leads to get the desired results.
Campaign Management
Along with managing the sales leads,
Salesforce Sales Cloud helps you create and manage different sales campaigns as well. Based on the objectives you want to achieve and the customers you want to cater to, the CRM platform allows you to build targeted campaigns to drive more revenue home. With the Sales Cloud, you can store all details relevant to a specific campaign at a specific location, allowing all your team members to work on the same.
Contact Management
Especially in the case of B2C organizations, companies deal with a lot of individual customers on a daily basis.
Salesforce Sales Cloud allows users to store all important details about the different contacts handled by the organization to keep track of their actions and engage with them effectively. From closing sales deals to conducting follow-ups, contact management ensures that every customer is provided with personalized services.
Account Management
While contact management allows you to handle individual customers, account management revolved around handling different organizations a company deals with. Essentially, this revolves around managing different contacts belonging to specific organizations you engage with.
Salesforce Service Cloud
Salesforce Service Cloud is a CRM platform that focuses on providing quick, efficient, and personalized support to your customers. It allows users to route the right cases to the right customer service executives without any unnecessary delays. With the Service Cloud, you can ensure that your customers are provided with holistic support whenever they need it.
Here are some of the most important features of
Salesforce Service Cloud:
Live Agent Chat
The Service Cloud allows organizations to set up live agent chats that allow customers to have one-on-one conversations with the agents in real-time. This allows them to obtain immediate solutions and the agents to obtain immediate feedback.
Salesforce Service Cloud helps you facilitate live agent chats from multiple platforms and devices.
Self-service Portals
Customers are no longer willing to wait to obtain answers to their questions. The Service Cloud allows you to set up dedicated self-service portals where your customers can help themselves by asking the right questions.
These self-service portals are powered by seamless knowledge management that allows the system to extract information from your valuable enterprise knowledge base. This helps your customers get personalized answers to their questions without getting the agents involved from the get-go.
Salesforce Service Cloud Agent Workspace
This is a virtual workspace dedicated to your customer services representatives that allows them to handle cases in the best way possible. The workspace provides them with a range of different tools that help them understand your customers better, look for the right resolutions, and close cases without unnecessary delays.
Service Wave Analytics
Service Wave Analytics is an exclusive
Salesforce Service Cloud feature that helps users bring all their service data together. This helps your customer service representatives understand important trends, analyze their performance, and obtain valuable insights about their processes. With Service Wave Analytics, your team members can optimize their tasks and provide efficient support to your customers.
Salesforce Marketing Cloud
Salesforce Marketing Cloud is designed to help you leverage your marketing processes. It allows your marketing reps to reach out to your prospects and customers across multiple channels, including email, web, mobile, and social media. With the Marketing Cloud, you can create personalized and targeted marketing campaigns to encourage your customers to engage with your business.
The features of
Salesforce Marketing Cloud are divided into multiple components as discussed below:
Journey Builder
Staying true to its name, Journey Builder is a tool that allows users to build personalized buying journeys for every customer. From the moment they are first contacted, it helps you create a unique profile for the customers to provide them with a personalized experience.
In 2022, every customer needs to feel special while engaging with a brand. With Journey Builder, you can be there for your customers at every stage of their buying journey, providing them with all the support they need.
Pardot
Pardot is a Marketing Cloud component that helps you streamline B2B marketing. Specializing in automated lead generation and seamless email marketing, Pardot allows you to acquire business clients and nurture them throughout their journeys. Other important features of Pardot include lead scoring, creation of landing pages, form creation, and more.
Email Studio
As the name suggests, Email Studio allows businesses to create targeted email marketing campaigns. It helps you create innovative and personalized emails for your prospects and customers for multiple purposes. From sending emails for acquiring leads to retaining loyal customers, Email Studio helps you manage all your email marketing processes under a centralized platform.
Mobile Studio
Just like Email Studio helps you build email marketing campaigns, Mobile Studio allows you to create powerful SMS marketing campaigns. It revolves around the creation and sharing of promotional content on mobile devices, including SMS, MMS, WhatsApp messages, and push notifications. The
Salesforce Marketing Cloud component also allows you to keep track of your campaigns and analyze them to improve your processes.
Customer 360 Audiences
Previously known as Salesforce DMP (Data Management Platform), Customer 360 Audiences is a platform designed to bring all your customer data under a single roof. It allows users to create segmented lists of the different customers handled by the organization.
Moreover, the platform allows you to import customer data from multiple sources to analyze the same and understand your customers better. With all the information about all your customers on a unified platform, you can have a holistic view of your customers. This lets your marketing reps tailor their services according to the specific needs and preferences of your customers.
Advertising Studio
Advertising Studio is designed to help users create and manage ads published on a range of different platforms, including Google, Facebook, YouTube, Instagram, LinkedIn, and more. It provides you with comprehensive data about all your ads along with the key metrics that help you make data-driven advertising decisions. Moreover, the platform allows you to use Journey Builder for incorporating your ads into your marketing campaigns.
The Final Word
These were some of the most popular and in-demand Salesforce Clouds used by organizations across industries in 2022. If you are willing to make the shift to Salesforce and venture into cloud-based CRM solutions, make sure you implement the
Salesforce Cloud that echoes your business needs and gets you the traction you have been looking for.
