| Service | Description |
|---|---|
|
Sales Cloud |
Sales Cloud is a cloud-based application designed to help salespeople sell more effectively by centralizing customer information, logging interactions with the company, and automating many of the tasks salespeople do every day. Sales Cloud enables collaboration across a global organization, and supports secure sharing and publishing of files, including search capabilities. |
|
Service Cloud |
Salesforce’s enterprise CRM application for customer service, Service Cloud allows customers to provide customized support to their customers and manage customer accounts, cases, and interactions via email, and chat. Service Cloud applications can be fully integrated with a company’s call-center telephony and back-office applications. Service Cloud has many features that are included within the scope of this report including, but not limited to, the live chat feature Chat, Salesforce Surveys. |
|
Automotive Cloud |
Automotive Cloud is Salesforce’s industry-specific platform for the automotive industry. Automotive Cloud brings Original Equipment Manufacturers (OEMs), Retails, and Finance Groups together around a unified view of vehicle, customer, and retail data to drive loyalty, customer lifetime value, and revenue. With Automotive Cloud, automakers along with the extended automotive ecosystem can work collaboratively to better respond to market needs, drive retail sales, and improve customer satisfaction. |
|
B2B Commerce (formerly CloudCraze) and B2B Commerce on Lightning Experience |
Salesforce B2B Commerce is built natively on Salesforce and sold into existing Sales, Service, and Experience Cloud customers. For Salesforce customers who want to grow their business by selling products online, it gives them the ability to provide their customers with the seamless, self-service experience of online shopping with all the B2B functionality they demand to grow sales, reduce the cost to serve, and deploy fast. |
|
Chatter |
Chatter extends the platform capabilities by offering users real-time enterprise collaboration and communication capabilities. Chatter allows users to instantly interact through profiles, groups, status updates, feeds, content sharing, and app updates. With Chatter, users can also share documents securely and engage each other socially. Chatter is private for the user’s instance of Salesforce, and any content in Chatter is only shared with users of that organization. The role-based sharing model and user permissions implemented for the user’s instance of the platform apply to Chatter. Users and administrators use the same web interface to access application functionality, but the security controls reside at the platform level. |
|
Content Management System (CMS) |
Salesforce Content Management System (CMS) is a customer-first content management system. Built on the Salesforce Platform, Salesforce CMS empowers every team to create, manage and deliver relevant content at every touchpoint, from marketing, to commerce, service, and more. |
|
CRM Analytics (formerly Tableau CRM (including Einstein Discovery, Salesforce Data Pipelines and Headless Browser Service)) |
CRM Analytics, which includes Einstein Discovery, Salesforce Data Pipelines, and Headless Browser Service, allows customers to connect data from multiple sources and create interactive views and dashboards to share. CRM Analytics datasets can contain Salesforce data, external data, or a combination. Salesforce data can be integrated using a dataflow, which is a reusable set of instructions that defines how to extract data from Salesforce and load it into datasets. CRM Analytics provides customers with the ability to connect Salesforce data or external data and create custom views of datasets and dashboards. By viewing, exploring, refining, saving, and sharing datasets and dashboards, customers can use CRM Analytics dashboards to ultimately support data-based decisions by presenting data in a visually tangible manner. Einstein Discovery Einstein Discovery is a Salesforce business machine learning platform that learns patterns from historical data which can be used to predict future outcomes. Customers with domain knowledge of their business can build and deploy predictive models code-free. Salesforce Data Pipelines Salesforce Data Pipelines provide fast and scalable data processing that extract, transform, and load (ETL) for the customer Salesforce org, supporting external data and machine learning powered data transformation. Headless Browser Service CRM Analytics’ Headless Browser Service is a fast and scalable service that runs Analytics assets (Reports, Dashboards and CRM Analytics Dashboards), as a specific user, in a headless browser and generates real-time images. The service returns an encoded string to Salesforce, which can be converted into an image and used in Salesforce or Slack applications. |
|
D2C Commerce (formerly B2B2C Commerce) |
Built natively on the Salesforce platform, D2C Commerce enables B2B companies to quickly launch a connected, direct-to-consumer (D2C) ecommerce storefront with clicks, not code. Now, companies that sell through distributors and retailers can capture that first-party data, enabling them to better understand their full customer base, connect directly with marketing, sales and service and in turn unlock a new revenue stream. |
|
Database.com |
Database.com and enterprise database built to power enterprise applications that are cloud, mobile and social. It has a set of Application Program Interfaces (API) that can be accessed from modern frameworks, languages, or devices. Customers can query their data from an application or establish a secure stream of updates to a mobile device. |
|
Data Mask |
Salesforce Data Mask is a data security resource to protect customer Personally Identifiable Information (PII) in Sandboxes. Data Mask uses platform-native obfuscation technology to irreversibly mask sensitive information while maintaining testing functionality through customizable masking options. Data Mask enables customers to be in compliance with privacy regulations, maintaining least privilege access requirements, and safely testing new production features without risking customer PII. |
|
Flow for Industries (Formerly Digital Process Automation) |
Decision Tables Define decisions or actions based on a collection of business rules that consider multiple inputs and outputs to decide the outcome for records in the Salesforce org or for the values that customers specify. Data Processing Engine Data Processing Engine helps customers transform data that is available in the Salesforce org and write back the transformation results as new or updated record(s). Customers can transform the data for standard and custom objects using Data Processing Engine definitions. OmniStudio OmniStudio provides a suite of services, components, and data model objects that combine to create Industry Cloud applications. Create guided interactions using data from Salesforce org and external sources. With OmniStudio, customers may be enabled to create:
Note: This report addresses OmniStudio components built on Salesforce Services. Document Generation Intake, track, review and collect signatures for documents. Document Generation enables the merging of text-based formats (word/ppt) with data sources to create a range of customized documents, such as contracts, proposals, quotes, reports, etc. Merge fields from Salesforce objects when generating documents at runtime and share documents with customers. Note: This report addresses Document Generation components built on Salesforce Services. |
|
Employee Productivity |
Employee Productivity is a set of employee-facing features that, coupled with Employee Service agent capabilities, comprises the Employee Service solution. Employee Productivity empowers employees to seek help from HR, IT, legal, facilities and other employee-facing departments. Within the Employee Workspace, users can search for knowledge, log tickets, request service, engage chatbots, and communicate with agents. |
|
Enhanced Messaging |
Agents respond to incoming messages or initiate outbound conversations directly from the service console. Customers can start conversations with your company over a channel of their choice, including SMS, Facebook Messenger, Apple Messages for Business, and WhatsApp. Additionally agents can send richer content (rich links, etc.) with Enhanced Messaging. |
|
Experience Cloud (formerly Community Cloud) |
Salesforce Experience Clouds are branded spaces where user employees, customers, and partners can share information and collaborate. Users can customize and create communities to meet their business needs, then transition between them. Multiple communities can be created within the user organization for different purposes. |
|
Financial Services Cloud |
Financial Services Cloud is designed to support the financial services industry, including wealth management, retail banking, commercial bank and insurance carrier markets, and enable the financial institutions to better serve their clients. Financial Services Cloud allows for managing, updating, and displaying Customer Data; facilitating engagement with financial institution clients; and managing relationships between the financial institution and clients, as well as offers functionality to define processes in order to automate the preceding which include Salesforce Scheduler. |
|
Health Cloud |
Health Cloud is designed to support the healthcare and life sciences (HLS) industries, including healthcare providers, payers, pharma and med tech companies, and to help enable HLS organizations to better serve their patients, plan members, customers, and stakeholders. Health Cloud allows HLS organizations to gain a more complete view of their patients and plan members by allowing integration of information from multiple sources, such as electronic health records, medical devices, and wearables. Health Cloud helps HLS organizations to engage more efficiently with patients by offering functionality to define and automate processes, including patient enrollment and intake, referrals and prior authorizations, consent management and care management. HLS organizations in the pharma and med tech sectors can use Health Cloud to help manage their sales and supply needs for the products and devices they offer. |
|
IoT Explorer (including IoT Plus) |
IoT Explorer allows customer IoT strategies to integrate into the Salesforce Platform, giving business strategists the opportunity to start exploring and implementing their IoT solutions with out-of-the-box access to all their Salesforce data. |
|
Loyalty Management |
Loyalty Management, built on the Salesforce platform, helps organizations deliver innovative programs for customer recognition, reward, and retention. Loyalty Management is a unified, cross-industry solution that offers a host of features that enable users to plan and design loyalty programs, manage members, and partners. Customers can also track members’ activities, reward members, drive engagement, and launch innovative promotions and offers. |
|
Lightning Platform (including Force.com andSalesforce Connect) |
The Lightning Platform, which excludes Lightning Platform Developer Edition and its associated products and services that are provided for free, is a Platform as a Service (PaaS) delivery model that allows customers to develop custom applications and sites using predefined programming languages and by customizing Salesforce developed application templates and system objects. The Lightning Platform enables developers to customize and deploy business applications entirely on-demand by developing custom code (e.g., using Apex). The platform also includes point-and-click customization tools to help customers without any programming experience create their own solutions for their business requirements. The Covered Services also include Salesforce Connect, which is a feature of Lightning Platform. It provides seamless integration of data across system boundaries by letting users view, search, and modify data that is stored outside of the customer’s org. |
|
Manufacturing Cloud |
Manufacturing Cloud delivers a new level of business visibility and collaboration between the sales and operations organizations of a manufacturing company. This allows them to have a better view of their customers through powerful new sales agreements and account-based forecasting solutions, providing visibility into their customer interactions while enabling them to generate more robust sales forecasts. |
|
Messaging for In-App and Web |
Messaging for In-App and Web allows customers to elevate traditional chat interactions with asynchronous experiences. Whether deploying chat in mobile apps with the In-app Software Development Kit (SDK), or on a website with the embedded experience, Salesforce customers can support their customers continuously. Messaging for In-App and Web supports modern conventional capabilities with AI-powered chatbots, rich content, read & delivery receipts, and attachments, directly in the conversation. |
|
Messaging Services |
Agents respond to incoming messages or initiate outbound conversations directly from the service console. Customers can start conversations with your company over a channel of their choice, including SMS, Facebook Messenger, and WhatsApp. |
|
Net Zero Cloud (formerlySustainability Cloud) |
Net Zero Cloud is a comprehensive sustainability management solution that helps customers collect, categorize, analyze, and report energy usage data throughout their organization’s business activities, as well as those of their suppliers. Because it’s built on top of the Salesforce Platform, customers have access to tools that facilitate collaboration, project management, and reporting, including automation, forecasting and recommendations. |
|
Platform Events (including Change Data Capture) |
Platform Events enables developers to deliver secure, scalable, and customizable event notifications within the Salesforce platform or from external sources. Customers use Platform Events to connect business processes in Salesforce and external apps through the exchange of real-time event data. Platform Events are based on a publish-subscribe architecture, and apps can publish platform events by using Apex or one of the Salesforce platform APIs (SOAP, REST, or Bulk API). In addition, declarative tools such as the Lightning Process Builder or Cloud Flow Designer can publish platform events. Change Data Capture is a streaming product on the Lightning Platform that enables customers to efficiently integrate Salesforce data with external systems. With Change Data Capture, customers can receive changes of Salesforce records in real-time and synchronize corresponding records in an external data store. Change Data Capture publishes events for changes in Salesforce records corresponding to create, update, delete, and undelete operations. |
|
Privacy Center |
Privacy Center is an add-on suite of tools built natively into the Salesforce platform to help simplify data management and automate privacy requirements. It includes features around data minimization, anonymization/de-identification, supporting Data Subject Access Requests, such as Right to Portability or Right to be Forgotten, and consent and preference management |
|
Public Sector Solutions |
Public Sector Solutions are pre-built applications and purpose-built tools designed to help public sector organizations serve and grow thriving communities. These solutions are most helpful for agencies and government contractors looking to rapidly deploy a future-proof, scalable platform to modernize constituent and employee services. Deliver seamless experiences at scale. |
|
Referral Marketing |
Referral Marketing helps brands run referral programs with evergreen and time- bound promotions to drive customer acquisition and brand advocacy. Marketing managers can design and launch referral promotions within minutes, and Referral Marketing takes care of the rest with its built-in automations. These built-in automations enable referral tracking across the complete referral lifecycle, sending targeted marketing emails, and rewarding brand advocates and their referred friends. Marketing managers and business executives can also track the performance of their referral programs using prebuilt CRM Analytics dashboards |
|
Salesforce.org |
Salesforce.org is a social impact center focused on partnering with the global community to tackle the world’s biggest problems. Salesforce.org builds powerful technology for, and with, its community of nonprofits, schools, and philanthropic organizations. With their guidance, the services help entities operate effectively, raise funds, and connect. The scope of the Salesforce.org products included in the Covered Services is below: Nonprofit Success Pack (NPSP) Nonprofit Success Pack (NPSP) is an open source app offered to existing Salesforce Enterprise Licensed customers offering tools to manage programs, donations, volunteers, and supporters – all in one place. It allows customers to streamline fundraising processes and manage missions in real-time with pre- configured but customizable reports and dashboards. Key features of NPSP include:
Program Management Module (PMM) Program Management Module (PMM) provides a standard framework for nonprofits to get up and running managing programs and services. With the free and open source PMM built alongside Salesforce’s NPSP, nonprofits can track any type of program or service, regardless of complexity or volume. Nonprofit Cloud Case Management Built on PMM, Nonprofit Cloud Case Management is a product that enables a nonprofit to track the programs and services delivered to clients who are engaging with the organization over the long-term. It contains features such as:
foundationConnect foundationConnect is a grants management system for grant makers built on the Salesforce constituent relationship management platform. Grant makers can manage the entire lifecycle of philanthropic giving – from eligibility and application, to application reviews and evaluations, all the way through grants distribution and real-time outcome tracking. Through a portal, grantees can search for, save, and submit grant applications, collaborate and update status reports, and provide programmatic outcomes on an ongoing basis. Grants Management With Grants Management, grantmakers have a single system built off of the Salesforce CRM to simplify and accelerate grantmaking while facilitating greater collaboration between giver and recipient. Grants Management helps foundations and nonprofits who disburse awards and grants a simple way to track, manage and deliver funding programs. Grantees can easily find and apply for grants through an additional grantee portal, engage directly with grantmakers and share outcomes. Grantmakers can spend less time on funding processes and more time driving their philanthropic mission. Education Data Architecture (EDA) Developed in collaboration with partners and customers in Higher Education, EDA is an open source, community-driven data architecture and set of practices designed to configure Salesforce out of the box for higher education. As the foundation of Education Cloud, EDA provides a flexible and scalable framework to capture a 360-degree view of students from day one. Student Success Hub (formerly branded as Salesforce Advisor Link) Built on EDA, Student Success Hub connects the people and systems to empower current and incoming student success conversations across campus by bringing student data – even legacy data – together to deliver a 360-degree view of the student across the entire institution. Admission Connect Built on EDA (Education Data Architecture), Admissions Connect is a recruiting and admissions tool that streamlines application review, drives applicant engagement and facilitates collaboration across teams. Admissions Connect helps teams meaningfully engage applicants and effectively manage admissions processes. Nonprofit Cloud Nonprofit Cloud helps unite teams with a purpose built system for funding, delivering and measuring impact. It includes features and products developed using the power of the Salesforce platform. Taking advantage of this technology, provides access to Salesforce’s full portfolio of innovative products and services. Nonprofit Cloud for Grantmaking Nonprofit Cloud for Grantmaking streamlines the entire grant management process from application for and delivery of grants through budget management post-award. Education Cloud Education Cloud provides an education-focused data model and purpose-built applications within the Salesforce platform. It is designed to deliver experiences that build learner relationships for life. |
|
Salesforce CPQ and Salesforce Billing |
Salesforce CPQ and Salesforce Billing are built on the Sales Cloud platform. In addition, there are related packages that add functionality and/or integrations with other systems. These packages include, but are not limited to, advanced approvals, payment gateway integrations, document generation integrations, tax engine integrations, etc. Salesforce Configure Price Quote (CPQ) CPQ extends the standard features of Sales or Service Cloud to easily find the right products and services with guided selling; handle complex configurations with bundles and nested configuration; manage subscriptions, contracted pricing, and discount approvals; generate contracts and proposals; and create orders from completed quotes. Salesforce Billing Billing automates and speeds up the billing and collection process with features that let users rate usage consumption, automatically apply taxes, easily process invoices and automate payment collection, and report revenue recognition. |
|
Salesforce Contracts |
Salesforce Contracts is a contract lifecycle management tool that enables businesses to efficiently and collaboratively manage their contracting process, right from authoring and negotiations through approval, execution, renewal and amendments. Salesforce Contracts provides a highly usable, configurable, and extensible platform that delivers contracting processes for industry-specific use cases. Note: This report addresses Salesforce Contracts components built on Salesforce Services. |
|
Salesforce Identity |
Salesforce Identity delivers identity and access management (IAM) services directly from a Salesforce org. With Salesforce identity services, customers can authenticate users across orgs, Experience Cloud sites, and digital channels to provide authorized access to data. Additionally, Salesforce Identity is built on the Salesforce Platform and provides administrative tools for managing authentication as well as monitoring, maintaining, and reporting user apps and user authorization. |
|
Salesforce Mobile App (iOS/Android) |
The Salesforce app is Salesforce on a mobile device. This enterprise-class mobile experience gives users real-time access to the same information users see on their desktop, but in a convenient mobile experience. |
|
Salesforce Order Management (SOM) |
Salesforce Order Management (SOM) is a customer-centric OMS built to deliver post-purchase journeys. With Salesforce Order Management, Customers can fulfill, manage, and service orders at scale by connecting B2C Commerce and their Core Services (e.g., Service Cloud) together for a 360- degree end customer experience. |
|
Salesforce Private Connect |
Salesforce Private Connect enables customers to establish private communications between Salesforce and AWS. Salesforce Private Connect establishes the connection without exposing sensitive data traffic to the public internet, manages the end-to-end connections and streamlines access controls. |
|
Salesforce Shield |
Salesforce Shield is a product offering built on the Salesforce Platform and provides customers a means to protect their enterprise with point-and-click tools that enhance trust, transparency, compliance, and governance across their business-critical apps. Salesforce Platform Encryption Platform Encryption allows users to natively encrypt their most sensitive data at rest across their Salesforce apps. Platform Encryption is designed to allow users to retain critical app functionality – like search, workflow, and validation rules – so users maintain full control over encryption keys and can set encrypted data permissions to protect sensitive data from unauthorized users. Salesforce Event Monitoring Customers can gain access to detailed performance, security, and usage data on Salesforce apps. Every interaction is tracked and accessible via APIs, so users can view it in the data visualization app of their choice. See who is accessing critical business data, when, and from where. Understand user adoption across apps. Troubleshoot and optimize performance to improve end- user experience. Event Monitoring data can be easily imported into any data visualization or application monitoring tool, such as Einstein Analytics, Splunk, or FairWarning. Salesforce Field Audit Trail Whether for regulatory compliance, internal governance, audit, or customer service, Field Audit Trail lets users know the state and value of their data for any date, at any time. Built on a big data backend for massive scalability, Field Audit Trail helps companies create a forensic data-level audit trail, and sets triggers for when data is deleted. |
|
Salesforce Slack Integration Proxy |
The Salesforce Slack Integration Proxy provides a way to build Slack apps that run app logic in Salesforce. In order for requests and data to flow between Slack and Salesforce, a proxy is used for routing requests to the right org where the logic lives and will be executed. |
|
Service Cloud Voice (SCV) |
Service Cloud Voice (SCV) is a Computer Telephony Integration solution natively integrated inside Service Cloud that offers streamlined customer service, Omni-Channel visibility for managers, and AI-driven insights for a phone-based service experience. SCV allows integration with cloud telephony and digital conversations within the agent workspace. SCV leverages real-time call transcription to unlock AI powered productivity tools. SCV makes it possible for supervisors to view calls and insights in real-time to facilitate training and onboarding. |
|
Site.com |
The Site.com platform supports the creation of sites that can be published as a corporate, social mobile, and micro site. Business users can edit their own content and add or modify content by using ‘drag and drop’ features. These changes to the site do not require a planned downtime. |
|
Subscription Management |
Subscription Management is a business framework that uses tech-driven automation and shared data to optimize how to deliver subscriptions (where customers pay on a recurring basis for access to a product or service). It enhances customer experiences across the buying journey, driving adoption, renewals, retention, and growth. |
|
Unified Messaging |
Unified Messaging enables brands to communicate with their customers securely and at scale via Email, SMS, and WhatsApp engagement channels. It honors recipient consent from Privacy Center at send time, renders personalized, branded content based on Data Cloud data, and enriches Data Cloud profiles by tracking deliverability disposition and engagement per recipient. |
|
Workplace Command Center |
The Workplace Command Center provides a single source of truth for managing the complexities associated with maintaining workplace and employee safety and wellbeing. From the Workplace Command Center, organizations can send wellness surveys and assess wellness trends to uncover insights. Then, they can make informed decisions around workplace operations, while keeping employee health data secure. With the Workplace Command Center, organizations can quickly deliver custom learning to skill up employees for new ways of working, access prebuilt content kits on best practices, and gain data insights on employee learning. In addition, organizations can create new capacity models to reduce office density. Organizations can avoid large groups in common areas, office spaces, or elevators through spatial distancing and scheduling breaks. Wellness Check is a platform to help organizations prioritize safety and wellbeing. Wellness Check helps enable leaders to make informed decisions on workplace operations by making critical employee, workplace, and public health data accessible. Securely monitor employee health and safety with wellness surveys. |
|
WDC |
WDC is a suite of sales-management and service-management tools to enable sales and service teams by allowing sales reps, managers and teams to enter and endorse skills, and give thanks. |
| Service | Description |
|---|---|
|
Sales Cloud |
Sales Cloud is a cloud-based application designed to help salespeople sell more effectively by centralizing customer information, logging interactions with the company, and automating many of the tasks salespeople do every day. Sales Cloud enables collaboration across a global organization, and supports secure sharing and publishing of files, including search capabilities. |
|
Service Cloud |
Salesforce’s enterprise CRM application for customer service, Service Cloud allows customers to provide customized support to their customers and manage customer accounts, cases, and interactions via email, and chat. Service Cloud applications can be fully integrated with a company’s call-center telephony and back-office applications. Service Cloud has many features that are included within the scope of this report including, but not limited to, the live chat feature Chat and Salesforce Surveys. |
|
Experience Cloud (formerly Community Cloud) |
Salesforce Experience Clouds are branded spaces where user employees, customers, and partners can share information and collaborate. Users can customize and create communities to meet their business needs, then transition between them. Multiple communities can be created within the user organization for different purposes. |
|
Lightning Platform (including Force.com and Salesforce Connect) |
The Lightning Platform, which excludes Lightning Platform Developer Edition and its associated products and services that are provided for free, is a Platform as a Service (PaaS) delivery model that allows customers to develop custom applications and sites using predefined programming languages and by customizing Salesforce developed application templates and system objects. The Lightning Platform enables developers to customize and deploy business applications entirely on-demand by developing custom code (e.g., using Apex). The platform also includes point-and-click customization tools to help customers without any programming experience create their own solutions for their business requirements and solutions for building reports. Lightning Report Builder allows users to analyze data, filter reports, and summarize records. More information regarding Lightning Report Builder can be found here: https://help.salesforce.com/s/articleView?language=en_US&id=sf.reports_build_lex.htm&type=5. Salesforce Classic Report Builder is also included in the platform which is a drag and drop tool for accessing data. More information regarding Salesforce Classic Report Builder can be found here: https://help.salesforce.com/s/articleView?language=en_US&id=sf.reports_builder_editing.htm&type=5. In addition to report building solutions, Standard Report is provided which is used to customize specific user needs. Additional information can be found here for Standard Reports: https://help.salesforce.com/s/articleView?id=sf.standard_report_folders.htm&type=5. The Covered Services also include Salesforce Connect, which is a feature of Lightning Platform. It provides seamless integration of data across system boundaries by letting users view, search, and modify data that is stored outside of the customer’s org. |
|
Chatter |
Chatter extends the platform capabilities by offering users real-time enterprise collaboration and communication capabilities. Chatter allows users to instantly interact through profiles, groups, status updates, feeds, content sharing, and app updates. With Chatter, users can also share documents securely and engage each other socially. Chatter is private for the user’s instance of Salesforce, and any content in Chatter is only shared with users of that organization. The role-based sharing model and user permissions implemented for the user’s instance of the platform apply to Chatter. Users and administrators use the same web interface to access application functionality, but the security controls reside at the platform level. |
|
Database.com |
Database.com is an enterprise database built to power enterprise applications that are cloud, mobile and social. It has a set of Application Program Interfaces (API) that can be accessed from modern frameworks, languages, or devices. Customers can query their data from an application or establish a secure stream of updates to a mobile device. |
|
Site.com |
The Site.com platform supports the creation of sites that can be published as a corporate, social mobile, and micro site. Business users can edit their own content and add or modify content by using ‘drag and drop’ features. These changes to the site do not require a planned downtime. |
|
Automotive Cloud |
Automotive Cloud is Salesforce’s industry-specific platform for the automotive industry. Automotive Cloud brings Original Equipment Manufacturers (OEMs), Retail, and Finance Groups together around a unified view of vehicle, customer, and retail data to drive loyalty, customer lifetime value, and revenue. With Automotive Cloud, automakers along with the extended automotive ecosystem can work collaboratively to better respond to market needs, drive retail sales, and improve customer satisfaction. |
|
B2B Commerce (formerly CloudCraze) and B2B Commerce on Lightning Experience |
Salesforce B2B Commerce is built natively on Salesforce and sold into existing Sales, Service, and Experience Cloud customers. For Salesforce customers who want to grow their business by selling products online, it gives them the ability to provide their customers with the seamless, self-service experience of online shopping with all the B2B functionality they demand to grow sales, reduce the cost to serve, and deploy fast. |
|
Content Management System (CMS) |
Salesforce Content Management System (CMS) is a customer-first content management system. Built on the Salesforce Platform, Salesforce CMS empowers every team to create, manage and deliver relevant content at every touchpoint, from marketing, to commerce, service, and more. |
|
CRM Analytics (including Einstein Discovery and Salesforce Data Pipelines) |
CRM Analytics, which includes Einstein Discovery and Salesforce Data Pipelines, allows customers to connect data from multiple sources and create interactive views and dashboards to share. CRM Analytics datasets can contain Salesforce data, external data, or a combination. Salesforce data can be integrated using a dataflow, which is a reusable set of instructions that defines how to extract data from Salesforce and load it into datasets. CRM Analytics provides customers with the ability to connect Salesforce data or external data and create custom views of datasets and dashboards. By viewing, exploring, refining, saving, and sharing datasets and dashboards, customers can use CRM Analytics dashboards to ultimately support data-based decisions by presenting data in a visually tangible manner. Einstein Discovery Einstein Discovery is a Salesforce business machine learning platform that learns patterns from historical data which can be used to predict future outcomes. Customers with domain knowledge of their business can build and deploy predictive models code-free. Salesforce Data Pipelines Salesforce Data Pipelines provide fast and scalable data processing that extract, transform, and load (ETL) for the customer Salesforce org, supporting external data and machine learning powered data transformation. |
|
Data Mask |
Salesforce Data Mask is a data security resource to protect customer Personally Identifiable Information (PII) in Sandboxes. Data Mask uses platform-native obfuscation technology to irreversibly mask sensitive information while maintaining testing functionality through customizable masking options. Data Mask enables customers in their efforts to be in compliance with privacy regulations, maintaining least privilege access requirements, and safely testing new production features without risking customer PII. |
|
D2C Commerce (formerly B2B2C Commerce) |
Built natively on the Salesforce platform, D2C Commerce enables B2B companies to quickly launch a connected, direct-to-consumer (D2C) ecommerce storefront with clicks, not code. Now, companies that sell through distributors and retailers can capture that first-party data, enabling them to better understand their full customer base, connect directly with marketing, sales and service and in turn unlock a new revenue stream. |
|
Education Cloud |
Education Cloud provides an education-focused data model and purpose-built applications within the Salesforce platform. It is designed to deliver experiences that build learner relationships for life. Education Data Architecture (EDA) EDA is an open source, community-driven data architecture and set of practices designed to configure Salesforce out of the box for higher education. EDA provides a flexible and scalable framework to capture a 360-degree view of students from day one. Student Success Hub (formerly branded as Salesforce Advisor Link) Built on EDA, Student Success Hub connects the people and systems to empower current and incoming student success conversations across campus by bringing student data – even legacy data – together to deliver a 360-degree view of the student across the entire institution. Admissions Connect Built on EDA, Admissions Connect is a recruiting and admissions tool that streamlines application review, drives applicant engagement and facilitates collaboration across teams. Admissions Connect helps teams meaningfully engage applicants and manage admissions processes. |
|
Employee Productivity |
Employee Productivity is a set of employee-facing features that, coupled with Employee Service agent capabilities, comprises the Employee Service solution. Employee Productivity empowers employees to seek help from HR, IT, legal, facilities and other employee-facing departments. Within the Employee Workspace, users can search for knowledge, log tickets, request service, engage chatbots, and communicate with agents. |
|
Financial Services Cloud |
Financial Services Cloud is designed to support the financial services industry, including wealth management, retail banking, commercial bank and insurance carrier markets, and enable the financial institutions to better serve their clients. Financial Services Cloud allows for managing, updating, and displaying Customer Data; facilitating engagement with financial institution clients; and managing relationships between the financial institution and clients, as well as offers functionality to define processes in order to automate the preceding. |
|
Flow for Industries (Formerly Digital Process Automation) |
Decision Tables Define decisions or actions based on a collection of business rules that consider multiple inputs and outputs to decide the outcome for records in the Salesforce org or for the values that customers specify. Data Processing Engine Data Processing Engine helps customers transform data that is available in the Salesforce org and write back the transformation results as new or updated record(s). Customers can transform the data for standard and custom objects using Data Processing Engine definitions. OmniStudio OmniStudio provides a suite of services, components, and data model objects that combine to create Industry Cloud applications. Create guided interactions using data from Salesforce org and external sources. With OmniStudio, customers may be enabled to create:
Note: This report addresses OmniStudio components built on Salesforce Services. Business Rules Engine (BRE) BRE enables agile and automated decisions in digital processes for any industry. BRE provides Visual Rules Builder for customers to design or modify business rules. Industry Clouds may integrate BRE into their solutions to provide automated decisions that can be directly modified by the business users. Document Generation Intake, track, review and collect signatures for documents. Document Generation enables the merging of text-based formats (word/ppt) with data sources to create a range of customized documents, such as contracts, proposals, quotes, reports, etc. Merge fields from Salesforce objects when generating documents at runtime and share documents with customers. Note: This report addresses Document Generation components built on Salesforce Services. |
|
Health Cloud |
Health Cloud is designed to support the healthcare and life sciences (HLS) industries, including healthcare providers, payers, pharma and med tech companies, and to help enable HLS organizations to better serve their patients, plan members, customers, and stakeholders. Health Cloud allows HLS organizations to gain a more complete view of their patients and plan members by allowing integration of information from multiple sources, such as electronic health records, medical devices, and wearables. Health Cloud helps HLS organizations to engage more efficiently with patients by offering functionality to define and automate processes, including patient enrollment and intake, referrals and prior authorizations, consent management and care management. HLS organizations in the pharma and med tech sectors can use Health Cloud to help manage their sales and supply needs for the products and devices they offer. |
|
IoT Explorer (including IoT Plus) |
IoT Explorer allows customer IoT strategies to integrate into the Salesforce Platform, giving business strategists the opportunity to start exploring and implementing their IoT solutions with out-of-the-box access to all their Salesforce data. |
|
Loyalty Management |
Loyalty Management, built on the Salesforce platform, helps organizations deliver innovative programs for customer recognition, reward, and retention. Loyalty Management is a unified, cross-industry solution that offers a host of features that enable users to plan and design loyalty programs, manage members, and partners. Customers can also track members’ activities, reward members, drive engagement, and launch innovative promotions and offers. |
|
Manufacturing Cloud |
Manufacturing Cloud delivers a new level of business visibility and collaboration between the sales and operations organizations of a manufacturing company. This allows them to have a better view of their customers through powerful new sales agreements and account-based forecasting solutions, providing visibility into their customer interactions while enabling them to generate more robust sales forecasts. |
|
Messaging for In-App and Web |
Messaging for In-App and Web allows customers to elevate traditional chat interactions with asynchronous experiences. Whether deploying chat in mobile apps with the In-app Software Development Kit (SDK), or on a website with the embedded experience, Salesforce customers can support their customers continuously. Messaging for In-App and Web supports modern conventional capabilities with AI-powered chatbots, rich content, read & delivery receipts, and attachments, directly in the conversation. |
|
Mobile Publisher |
Mobile Publisher is a platform to transform Digital Experience sites, portals, and other Salesforce experiences into fully branded and customized mobile iOS and Android app experiences, all with no code and delivered directly to the Apple and Google Play App Stores. |
|
Net Zero Cloud(formerly Sustainability Cloud) |
Net Zero Cloud is a comprehensive sustainability management solution that helps customers collect, categorize, analyze, and report energy usage data throughout their organization’s business activities, as well as those of their suppliers. Because it’s built on top of the Salesforce Platform, customers have access to tools that facilitate collaboration, project management, and reporting, including automation, forecasting and recommendations. |
|
Nonprofit Cloud |
Nonprofit Cloud helps unite teams with a purpose built system for funding, delivering and measuring impact. It includes features and products developed using the power of the Salesforce platform. Taking advantage of this technology, provides access to Salesforce’s full portfolio of innovative products and services. Nonprofit Cloud for Grantmaking Nonprofit Cloud for Grantmaking streamlines the entire grant management process from application for and delivery of grants through budget management post-award. Nonprofit Cloud Case Management Built on Program Management Module (PMM), Nonprofit Cloud Case Management is a product that enables a nonprofit to track the programs and services delivered to clients who are engaging with the organization over the long term. It contains features such as:
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Platform Events (including Change Data Capture) |
Platform Events enables developers to deliver secure, scalable, and customizable event notifications within the Salesforce platform or from external sources. Customers use Platform Events to connect business processes in Salesforce and external apps through the exchange of real-time event data. Platform Events are based on a publish-subscribe architecture, and apps can publish platform events by using Apex or one of the Salesforce platform APIs (SOAP, REST, or Bulk API). In addition, declarative tools such as the Lightning Process Builder or Cloud Flow Designer can publish platform events. Change Data Capture is a streaming product on the Lightning Platform that enables customers to efficiently integrate Salesforce data with external systems. With Change Data Capture, customers can receive changes of Salesforce records in real-time and synchronize corresponding records in an external data store. Change Data Capture publishes events for changes in Salesforce records corresponding to create, update, delete, and undelete operations. |
|
Privacy Center |
Privacy Center is an add-on suite of tools built natively into the Salesforce platform to help simplify data management and automate privacy requirements. It includes features around data minimization, anonymization/de-identification, supporting Data Subject Access Requests, such as Right to Portability or Right to be Forgotten, and consent and preference management. |
|
Public Sector Solutions |
Public Sector Solutions are pre-built applications and purpose-built tools designed to help public sector organizations serve and grow thriving communities. These solutions are most helpful for agencies and government contractors looking to rapidly deploy a future-proof, scalable platform to modernize constituent and employee services. Deliver seamless experiences at scale. |
|
Referral Marketing |
Referral Marketing helps brands run referral programs with evergreen and time- bound promotions to drive customer acquisition and brand advocacy. Marketing managers can design and launch referral promotions within minutes, and Referral Marketing takes care of the rest with its built-in automations. These built-in automations enable referral tracking across the complete referral lifecycle, sending targeted marketing emails, and rewarding brand advocates and their referred friends. Marketing managers and business executives can also track the performance of their referral programs using prebuilt CRM Analytics dashboards. |
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Revenue Lifecycle Management |
Revenue Lifecycle Management streamlines product-to-cash processes for Sales, Finance, and IT. The full suite integrates data and collaboration across departments and allows accelerated selling for Sales, streamlined management for Finance, and scalable deployment for IT. Revenue Lifecycle Management leverages omnichannel capabilities to offer a composable product catalog, pricing and configuration, and transaction and contract management. |
|
Salesforce.org |
Salesforce.org is a social impact center focused on partnering with the global community to tackle the world’s biggest problems. Salesforce.org builds powerful technology for, and with, its community of nonprofits, schools, and philanthropic organizations. With their guidance, the services help entities operate effectively, raise funds, and connect. The scope of the Salesforce.org products included in the Covered Services is below: Nonprofit Success Pack (NPSP) Nonprofit Success Pack is an open source managed package product offered to existing Salesforce Enterprise Licensed customers offering tools to manage programs, donations, volunteers, and supporters – all in one place. It allows customers to streamline fundraising processes and manage missions in real- time with pre-configured but customizable reports and dashboards. Key features of NPSP include:
Program Management Module Program Management Module is an open source managed package product that provides a standard framework for nonprofits to get up and running managing programs and services. With the free and open source PMM built alongside Salesforce’s NPSP, nonprofits can track any type of program or service, regardless of complexity or volume. foundationConnect foundationConnect is a grants management system for grant makers built on the Salesforce constituent relationship management platform. Grant makers can manage the entire lifecycle of philanthropic giving – from eligibility and application, to application reviews and evaluations, all the way through grants distribution and real-time outcome tracking. Through a portal, grantees can search for, save, and submit grant applications, collaborate and update status reports, and provide programmatic outcomes on an ongoing basis. |
|
Grants Management |
With Grants Management, grantmakers have a single system built off of the Salesforce CRM to simplify and accelerate grantmaking while facilitating greater collaboration between giver and recipient. Grants Management helps foundations and nonprofits who disburse awards and grants a simple way to track, manage and deliver funding programs. Grantees can easily find and apply for grants through an additional grantee portal, engage directly with grantmakers and share outcomes. Grantmakers can spend less time on funding processes and more time driving their philanthropic mission. |
|
Salesforce CPQ and Salesforce Billing |
Salesforce CPQ and Salesforce Billing are built on the Sales Cloud platform. In addition, there are related packages that add functionality and/or integrations with other systems. These packages include, but are not limited to, advanced approvals, payment gateway integrations, document generation integrations, tax engine integrations, etc. Salesforce Configure Price Quote (CPQ) CPQ extends the standard features of Sales or Service Cloud to easily find the right products and services with guided selling; handle complex configurations with bundles and nested configuration; manage subscriptions, contracted pricing, and discount approvals; generate contracts and proposals; and create orders from completed quotes. Salesforce Billing Billing automates and speeds up the billing and collection process with features that let users rate usage consumption, automatically apply taxes, easily process invoices and automate payment collection, and report revenue recognition. |
|
Salesforce Contracts |
Salesforce Contracts is a contract lifecycle management tool that enables businesses to efficiently and collaboratively manage their contracting process, right from authoring and negotiations through approval, execution, renewal and amendments. Salesforce Contracts provides a usable, configurable, and extensible platform that delivers contracting processes for industry-specific use cases. Note: This report addresses Salesforce Contracts components built on Salesforce Services. |
|
Salesforce Identity |
Salesforce Identity delivers identity and access management (IAM) services directly from a Salesforce org. With Salesforce identity services, customers can authenticate users across orgs, Experience Cloud sites, and digital channels to provide authorized access to data. Additionally, Salesforce Identity is built on the Salesforce Platform and provides administrative tools for managing authentication as well as monitoring, maintaining, and reporting user apps and user authorization. |
|
Salesforce Mobile App (iOS/Android) |
The Salesforce app is Salesforce on a mobile device. This enterprise-class mobile experience gives users real-time access to the same information users see on their desktop, but in a mobile experience. |
|
Salesforce Order Management (SOM) |
Salesforce Order Management (SOM) is a customer-centric OMS built to deliver post-purchase journeys. With Salesforce Order Management, Customers can fulfill, manage, and service orders at scale by connecting B2C Commerce and their Core Services (e.g., Service Cloud) together for a 360- degree end customer experience. |
|
Salesforce Shield |
Salesforce Shield is a product offering built on the Salesforce Platform and provides customers a means to protect their enterprise with point-and-click tools that enhance trust, transparency, compliance, and governance across their business-critical apps. Salesforce Platform Encryption Platform Encryption allows users to natively encrypt their most sensitive data at rest across their Salesforce apps. Platform Encryption is designed to allow users to retain critical app functionality – like search, workflow, and validation rules – so users maintain full control over encryption keys and can set encrypted data permissions to protect sensitive data from unauthorized users. Salesforce Event Monitoring Customers can gain access to detailed performance, security, and usage data on Salesforce apps. Every interaction is tracked and accessible via APIs, so users can view it in the data visualization app of their choice. See who is accessing critical business data, when, and from where. Understand user adoption across apps. Troubleshoot and optimize performance to improve end- user experience. Event Monitoring data can be easily imported into any data visualization or application monitoring tool, such as Einstein Analytics, Splunk, or FairWarning. Salesforce Field Audit Trail Whether for regulatory compliance, internal governance, audit, or customer service, Field Audit Trail lets users know the state and value of their data for any date, at any time. Built on a big data backend for massive scalability, Field Audit Trail helps companies create a forensic data-level audit trail, and sets triggers for when data is deleted. |
|
Service Cloud Voice (SCV) |
Service Cloud Voice (SCV) is a Computer Telephony Integration solution natively integrated inside Service Cloud that offers streamlined customer service, Omni-Channel visibility for managers, and AI-driven insights for a phone-based service experience. SCV allows integration with cloud telephony and digital conversations within the agent workspace. SCV leverages real-time call transcription to unlock AI powered productivity tools. SCV makes it possible for supervisors to view calls and insights in real time to facilitate training and onboarding. |
|
Subscription Management |
Subscription Management is a business framework that uses tech-driven automation and shared data to optimize how to deliver subscriptions (where customers pay on a recurring basis for access to a product or service). It enhances customer experiences across the buying journey, driving adoption, renewals, retention, and growth. |
|
Workplace Command Center |
The Workplace Command Center provides a single source of truth for managing the complexities associated with maintaining workplace and employee safety and wellbeing. From the Workplace Command Center, organizations can send wellness surveys and assess wellness trends to uncover insights. Then, they can make informed decisions around workplace operations, while keeping employee health data secure. With the Workplace Command Center, organizations can quickly deliver custom learning to skill up employees for new ways of working, access prebuilt content kits on best practices, and gain data insights on employee learning. In addition, organizations can create new capacity models to reduce office density. Organizations can avoid large groups in common areas, office spaces, or elevators through spatial distancing and scheduling breaks. Wellness Check is a platform to help organizations prioritize safety and wellbeing. Wellness Check helps enable leaders to make informed decisions on workplace operations by making critical employee, workplace, and public health data accessible. Securely monitor employee health and safety with wellness surveys. |
|
WDC |
WDC is a suite of sales-management and service-management tools to enable sales and service teams by allowing sales reps, managers and teams to enter and endorse skills, and to recognize and appreciate the work of other sales reps. |
| Service | Description |
|---|---|
|
Task Management |
Enables regular, multi-day, multistage and mega tasks management and backlog handling, collaboration. This service is supported via the web interface and the integration capabilities. |
|
Resource Management |
Enables calendars and shift management for internal resources, crews, contractors and contractors’ networks. This service is supported via the web interface and the integration capabilities. |
|
Mobility |
Enables mobile workforce geo-tracking and management, collaboration and files exchange. This service is supported via the mobile app. |
|
Scheduling & Dispatch |
Enables automatic and manual appointment booking, capacity reservation, dispatching, Gantt in schedule view, preconfigured mapping services, predictive travel, schedule update, and scheduling from the client. This service is supported via the web interface and the integration capabilities. |
|
Schedule Optimization |
Enables ad-hoc, daily and nightly online optimization, configurable objective policies, optimize to goals, configured rules. This service is supported via the web interface and the integration capabilities. |
|
Social Collaboration |
Enables email notifications that are sent to customers for notifying on tasks and appointments, for verification and validation just before the appointment, for informing the customer that the engineer is on his way and allows the customer to also track the engineer’s location on a map, and for an after-appointment survey. This service is supported via the web interface and the integration capabilities. This service is supported via the integration capabilities. |
|
Integration |
Enables the transfer of incoming and outgoing messages between the service and the CRM system. This service is supported via the integration capabilities. |
|
Administration |
Enables to configure or manage the users, user groups, user roles, agents, localization, business hierarchies, service alerts, time zones, factors & units, generic events, backup & restore Tenant data, view history of objects, import data, or edit the schemas. This service is supported via the web interface and the integration capabilities. |
| Service | Description |
|---|---|
|
Einstein Activity Capture (EAC) |
Einstein Activity Capture is an add-on service option for the Sales Cloud product offering. Einstein Activity Capture is a marketing tool that helps keep data between Salesforce and customer users’ email and calendar applications up to date. To keep data up to date between applications, Einstein Activity Capture focuses on three types of data—emails, events, and contacts. |
|
Salesforce Inbox |
Salesforce Inbox is an add-on service option for the Sales Cloud product offering. Email integrations let sales reps work with Salesforce data directly in Microsoft Outlook and Gmail or in the Salesforce Inbox mobile application. Salesforce Inbox is also available as a mobile application on iOS or Android devices. |
|
Sales Engagement |
Sales Engagement is an add-on service option for the Sales Cloud product offering. Customer users can create customer sales processes that guide sales representatives through handling different types of prospects. This service option also includes automation features such as, customer engagement tracking, chatbots, cadences, and automated actions. NOTE: Within the scope of this examination, Einstein Conversation Insights and Lead Scoring, which both fall under the Sales Engagement SKU, are not covered. |
| Service | Description |
|---|---|
|
Advertising |
Applications to coordinate and enhance social media ad campaign targeting alongside social, mobile, sales, and customer service efforts. |
|
Advertising Audiences |
Target specific audiences on Facebook, Instagram, Twitter, Google, Pinterest, LinkedIn and other partner sites. |
|
Journey Builder Advertising |
Build cross-channel journeys that combine email, mobile, and Facebook advertising to help increase the reach of email campaigns. |
| Service | Description |
|---|---|
|
Salesforce Audience Studio Platform |
Salesforce Audience Studio is a next generation data management platform comprised of multiple modules, each designed to address a customer’s specific data needs. |
|
Salesforce Data Studio |
Salesforce Data Studio is a premium data sharing platform. Data Studio offers marketers one-stop shopping for premium data. Data Studio also provides publishers and other data owners a safe way to provision data to trusted partners. |
| Service | Description |
|---|---|
|
Einstein Prediction Builder |
Einstein Prediction Builder is an add-on service for the Salesforce Sales Cloud and Service Cloud product offerings. It is a custom Artificial Intelligence (AI) that Salesforce admins can use to anticipate, or predict, a customer issue and take measures to address it. Einstein Prediction Builder is graphical user interface (GUI) based and does not require any coding or modeling. Predictions are possible for all custom objects and a large set of the standard objects. |
|
Einstein Case Classification |
Einstein Agent is an add-on service option for the Service Cloud product offering. Einstein Agent uses Einstein Platform to recommend or populate picklist and checkbox field values for new cases based on past data. The system of record / source for Customer Data is Service Cloud. |
| Service | Description |
|---|---|
|
Einstein Bots |
Einstein Bots allows customers to manage their internal and external communications capabilities using artificial intelligence powered “Bots” for their Chat or Messaging sessions with customers, employees, or anyone else. The environments make the solution highly configurable for Einstein Bots customers to address incoming requests. |
| Service | Description |
|---|---|
|
Einstein Language |
Einstein Language creates natural language processing models to classify the intent of text or to classify text as positive, negative, and neutral. Users can use the Einstein Language APIs to build natural language processing into their apps. Einstein Language includes two APIs that users can use to unlock insights within text.
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Einstein Vision |
Einstein Vision is part of the Einstein Platform Services technologies. Einstein Vision enables users to tap into the power of AI and train deep learning models to recognize and classify images at scale. Users can use pre-trained classifiers or train their own custom classifiers to solve unique use cases. In addition, Einstein Vision offers OCR capabilities that can detect alphanumeric text in images or PDF files. Einstein Vision includes these APIs:
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| Service | Description |
|---|---|
|
Commerce Cloud Digital |
Commerce Cloud Digital is a hosted SaaS e-commerce solution that allows customers to create and manage their digital commerce environment. An open development environment makes this solution highly customizable for customers. Core capabilities include merchandising and marketing, search and navigation, content management, product and catalog management. |
|
Commerce Cloud Einstein |
Artificial Intelligence capabilities are directly embedded into Einstein to empower retailers to personalize commerce journeys, using their own commerce data. Einstein provides data driven merchandising insights, time saving task automation, and the tools to create 1:1 journeys for each individual shopper. Features like Einstein Product Recommendations, Einstein Commerce Insights, and Einstein Predictive Sort enable retailers to access their commerce data, making data driven personalization possible. Customers may choose to enable these capabilities. Commerce Cloud Einstein utilizes Amazon Web Services (AWS) for infrastructure hosting and backup storage services. |
|
Commerce Cloud Managed Runtime |
Commerce Cloud Managed Runtime is part of the Commerce Cloud Digital offering, a hosted SaaS e-commerce solution that allows customers to create and manage their digital commerce environment. Commerce Cloud Managed Runtime provides the ability to create and manage a web storefront for headless commerce for customers who are looking to focus on customer experience agility, flexibility, and cross-channel consistency. Commerce Cloud Managed Runtime utilizes Amazon Web Services (AWS) for infrastructure hosting and backup storage services. |
| Service | Description |
|---|---|
|
Salesforce Data Cloud (aka Customer Data Cloud) |
Salesforce Data Cloud is the single source of truth for professionals. It creates a comprehensive view of each customer by capturing data from multiple systems, linking information related to the same customer, and storing the information to track behavior over time. Salesforce Data Cloud restructures the data, adds calculated metrics suggesting trends and model scores, and shares the results with other systems. |
| Service | Description |
|---|---|
|
Sales Cloud |
Salesforce’s enterprise Customer Relationship Management (CRM) applications for sales, marketing, partner relationship management, and customer support include a wide array of on-demand cloud services for businesses of all sizes and industries. Data contained within the Sales Cloud helps businesses to manage their customer accounts, track sales leads, evaluate marketing campaigns, and provide post-sales service. The Sales Cloud enables collaboration across a global organization, including social intelligence (e.g., Twitter, LinkedIn). It supports secure sharing and publishing of files, including search capabilities. |
|
Service Name Service Description |
Service Cloud Salesforce’s enterprise CRM applications for customer service, Service Cloud, allow customers to provide customized support to their customers and manage customer accounts and interactions via phone, email, mobile messaging, and social media channels. Questions and comments from social media channels can become part of a case queue, and customers can easily collaborate using mobile devices. Conversations are routed through a single hub and can be monitored and prioritized by sentiment and influence. Information from online profiles can be used to deliver customized responses. Service Cloud applications can be fully integrated with a company’s call-center telephony and back-office applications. Service Cloud has many features that are included within the scope of this report including, but not limited to, the live chat feature Chat (formerly Live Agent) and Lightning Scheduler. |
|
Salesforce Mobile App (iOS/Android) |
The Salesforce Mobile App is Salesforce on a customer’s mobile device. This enterprise-class, mobile experience gives customers real-time access to the same information they see on their desktop, but in a convenient mobile experience. |
|
Experience Cloud |
Salesforce Community Clouds are branded spaces where user employees, customers, and partners can share information and collaborate. Users can customize and create communities to meet their business needs, then transition seamlessly between them. Multiple communities can be created within the user organization for different purposes. |
|
Chatter |
Chatter extends the platform capabilities by offering users real-time enterprise collaboration and communication capabilities. Chatter allows users to instantly interact through profiles, groups, status updates, feeds, content sharing, and application updates. With Chatter, users can also share documents securely and engage each other socially. Chatter is private for the user’s instance of Salesforce, and any content in Chatter is only shared with users of that organization. The role-based sharing model and user permissions implemented for the user’s instance of the platform apply to Chatter. Users and administrators use the same web interface to access application functionality, but the security controls reside at the platform level. |
|
Lightning Platform(including Force.com) |
The Lightning Platform is a Platform as a service (PaaS) delivery model that allows customers to develop custom applications and sites using predefined programming languages and by customizing Salesforce developed application templates and system objects. The Lightning Platform enables developers to customize and deploy business applications entirely on-demand by developing custom code (e.g., using Apex). The platform also includes easy-to-use, point and-click customization tools to help customers create solutions for unique business requirements without any programming experience. |
|
Einstein Analytics |
Einstein Analytics, which includes Einstein Discovery, allows customers to connect data from multiple sources and create interactive views and dashboards to share. Einstein Analytics datasets can contain Salesforce data, external data, such as data from SAP or Oracle, or a combination. Salesforce data can be integrated using a dataflow, which is a reusable set of instructions that defines how to extract data from Salesforce and load it into datasets. Einstein Analytics provides customers with the ability to connect Salesforce data or external data and create custom views of datasets and dashboards. By viewing, exploring, refining, saving, and sharing datasets and dashboards, customers can use Einstein Analytics dashboards to ultimately support data based decisions by presenting data in a visually tangible manner. |
|
Salesforce Shield |
Salesforce Shield is a product offering built on the Salesforce Platform and provides customers a means to protect their enterprise with point-and-click tools that enhance trust, transparency, compliance, and governance across all of their business-critical applications. Salesforce Platform Encryption As more customers use Salesforce to store personally identifiable information (PII), sensitive, confidential, or proprietary data, they need to ensure the privacy and confidentiality of that data to meet both external and internal data compliance policies. Platform Encryption is designed to allow customers to retain critical application functionality – like search, workflow, and validation rules – so customers maintain full control over encryption keys and can set encrypted data permissions to protect sensitive data from unauthorized users. Platform Encryption allows customers to natively encrypt their most sensitive data at rest across all their Salesforce applications. Salesforce Event Monitoring Salesforce Event Monitoring is used to gain access to detailed performance, security, and usage data on all customer’s Salesforce applications. Every interaction is tracked and accessible via application programming interfaces (APIs), so customers can view the interaction in the data visualization application of their choice. Customers can see who is accessing critical business data, when, and from where. They can understand user adoption across their applications and can troubleshoot and optimize performance to improve the end-user experience. Event Monitoring data can be easily imported into any data visualization or application monitoring tool, such as Einstein Analytics, Splunk, or FairWarning. Salesforce Field Audit Trail Whether for regulatory compliance, internal governance, audit, or customer service, Field Audit Trail lets customers know the state and value of their data for any date, at any time. Built on a big data backend for massive scalability, Field Audit Trail helps companies create a forensic data-level audit trail with up to 10 years of history and sets triggers for when data is deleted. |
|
WDC |
WDC is a suite of sales-management and service-management tools that help managers and teams learn faster and perform better. WDC has various features to help sales and service teams. This includes recognition tied to real rewards, detailed goals and real-time coaching, and full-featured performance reviews. Since WDC is built on the same underlying Salesforce infrastructure as the Lightning Platform, from an end user perspective WDC inherits many of the same security features and configurable security options as the platform. However, profiles and permissions sets must be configured for WDC features. |
|
Industry Cloud |
The Salesforce Industry Cloud is built on the Salesforce Customer Success Platform. The Industry Cloud allows enterprises to streamline workflow, increase productivity, deliver more targeted service, and drive deeper customer engagement. The industry-specific applications are mobile friendly and interoperable with other Salesforce services, helping to tailor products that meet the unique needs of specific industries. The scope for the Industry Cloud platform covers the solutions mentioned below: Health Cloud Health Cloud is a tool transforming healthcare by creating stronger relationships between patients and care providers and between the providers themselves. Health Cloud is helping the most innovative providers meet the pressing new challenges of today’s healthcare industry, while seizing new opportunities to enhance the quality of care they provide to patients. It facilitates 1:1 care through a Patient Profile offering a complete view of information from multiple sources, including electronic health records, medical devices, and wearables. Health Cloud engages patients on a deeper level and on any device. Customers and patients can securely collaborate with the entire caregiver network. They can view Care Plans, connect with their providers, and get answers to common questions quickly. Financial Services Cloud Financial Services Cloud is a tool focused on wealth management systems that allow advisors to connect with clients in a whole new way. It ushers in a new era of wealth management software with advisors collaborating with clients from any device. Advisors can build 1:1 relationships with clients for key investment decisions based on goals and life events, empowering investors to manage their wealth more intelligently and meet their financial goals. Financial Services Cloud has the powerful tools that the customers need to stay connected with clients in real-time, nurture deeper relationships, and take their productivity and business growth, to the next level. Manufacturing Cloud Manufacturing Cloud delivers a new level of business visibility and collaboration between the sales and operations organizations of a manufacturing company. This allows them to have a better view of their customers through powerful new sales agreements and account-based forecasting solutions, providing visibility into their customer interactions while enabling them to generate more robust sales forecasts. Emergency Program Management Speed up local stabilization and disaster relief efforts with streamlined program management and incident resolution for residents, communities, and government agencies. With the Emergency Response Management for Public Sector solution, you can:
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Grants Management |
With Grants Management, grantmakers have a single system built off of Salesforce’s CRM to simplify and accelerate grantmaking while facilitating greater collaboration between giver and recipient. Grants Management helps foundations and nonprofits who disburse awards and grants a simple way to track, manage and deliver funding programs. Grantees can easily find and apply for grants through an additional grantee portal, engage directly with grantmakers and share outcomes. Grantmakers can spend less time on tedious processes that bog them down and more time driving their philanthropic mission. |
|
Salesforce Surveys |
Salesforce Surveys is an easy to use surveys tool built natively on the Salesforce Platform. Customers can create easy-to-use surveys for collecting actionable insights and feedback. The survey creators can build and brand their own surveys, send them to customers or embed them in apps or community pages. Results of the survey are stored in the creators’ org, so they can harness the power of Salesforce to view data, create reports and dashboards, and share insights. |
| Service | Description |
|---|---|
|
Heroku Private Spaces |
Private Spaces, part of Heroku Enterprise, is a network isolated group of apps and data services with a dedicated runtime environment. With Private Spaces, users can build modern apps with the Heroku developer experience and get enterprise-grade secure network topologies. |
|
Heroku Shield Private Spaces / Heroku Shield Postgres / HerokuShield Dynos /Apache Kafka on Heroku Shield /Heroku Shield Redis |
Heroku Shield introduces additional capabilities to Shield Dynos, Shield Postgres databases, Kafka data pipelines, Shield Redis, and Private Spaces that make Heroku suitable for high compliance environments such as healthcare apps regulated by the Health Insurance Portability and Accountability Act (HIPAA) or Payment Card Industry Data Security Standards (PCI-DSS). |
|
Heroku Redis |
Redis is an open-source, in-memory data structure store, used as a database, cache, and message broker. It supports data structures such as strings, hashes, lists, sets, sorted sets with range queries, bitmaps, hyperlogs, and geospatial indexes with radius queries. |
|
Heroku Data |
The Heroku Data Platform is part of the Heroku platform responsible for running and managing customer databases as provided as Add-Ons to customer applications. It is responsible for database provisioning, orchestration, management, and monitoring. The website ‘data.heroku.com’ is a web app which serves as a dashboard for postgres, redis, and kafka instances, providing metrics, stats, and other info – including Dataclips. |
|
Heroku Data Connectors |
Heroku Data Connectors is an add-on change connector between a private or shield tier Heroku Postgresql Relational Datastore and a private or shield tier Heroku kafka add-on. |
|
Apache Kafka on Heroku |
Kafka is used for building real-time data pipelines and streaming apps. It is horizontally scalable and fault-tolerant. |
|
Shield Connect /Heroku Connect |
Heroku Connect allows users to build Heroku apps that share data with the user’s Salesforce deployment. Using bi-directional synchronization between Salesforce and Heroku Postgres, Heroku Connect unifies the data in the user’s Postgres database with the contacts, accounts, and other custom objects in the Salesforce database. |
|
Heroku Postgres |
Heroku Postgres is an open-source object-relational database system. Common Runtime The Heroku Common Runtime is the part of the Heroku platform responsible for running and managing customer applications for non-Private Space users. It is responsible for provisioning and orchestrating containers (dynos), managing and monitoring their lifecycle, providing proper network configuration, HTTP routing, log aggregation, and more. It is multi-tenant in nature. |
|
Kubespaces |
Kubespaces is Heroku’s internal ubernetes platform. With Kubespaces, Heroku can expand the secure development and deployment of new features for customers. Like Private Spaces, Kubespaces are network isolated groups of apps and data services. |
|
Salesforce Functions |
Salesforce Functions is an event-driven, elastic compute runtime that runs customer code on demand without the concern for scaling computing resources. It is capable of running code written in multiple languages, hosted on Salesforce trusted infrastructure and invoked from the Customer 360 Platform. Salesforce Functions are built on Kubespaces. |
| Service | Description |
|---|---|
|
Field Service Managed Package |
The Field Service Managed Package builds on the core features and includes a tool for creating Field Service records and customizing the settings, a dynamic scheduling console and Scheduling policies and triggers. |
|
Field Service mobile app (iOS/Android) |
The Field Service mobile app for Android and iOS is a tool for mobile workers on the go. This enterprise-class mobile experience leverages Salesforce in a lightweight design optimized for a modern mobile workforce and supports offline capability. |
|
FS Optimizer |
Optional scheduling optimization. |
|
Enhanced Scheduling and Optimization |
Native Salesforce optimization and scheduling capabilities re-architected on platform, utilizing Hyperforce and microservices and built for innovation, performance, and scale. This service is part of Field Service services on Hyperforce. |
|
Work Bundling |
The bundler is a mechanism that allows customers to group a collection of Service Appointments into a single bundle for scheduling purposes, while improving schedule quality under customer specific service policies. This service is part of Field Service services on Hyperforce. |
|
Document Builder |
Salesforce Field Service solution for creating formatted and branded PDF service documents. This service is part of Field Service services on Hyperforce. |
|
High Volume Priming |
Briefcase Builder support of large volumes of records for Field Service mobile app offline priming with complex rules for selecting which records to prime. This service is part of Field Service services on Hyperforce. |
| Service | Description |
|---|---|
|
Send Time Optimization |
Determines the best time to send a message so that the message is more likely to be opened |
|
Einstein Engagement Scoring for MobilePush |
Helps target customers to maximize engagement via MobilePush |
|
Einstein Engagement Scoring for Email |
Helps target customers to maximize engagement and conversions via email |
|
Einstein Engagement Frequency |
Evaluates email engagement and identifies the optimum number of email messages to send |
|
Live Weather Block |
Personalizes images in Marketing Cloud messages based on the local weather conditions |
|
Einstein Copy Insights |
Analyzes text from email subject lines to uncover language insights and emotional tone |
|
Einstein Messaging Insights |
Generates alerts for changes in marketing performance |
|
Einstein Content Selection |
Send personalized content to each customer when they open a message |
|
Einstein Content Tagging |
Automatically applies searchable tags to image files |
| Service | Description |
|---|---|
|
Einstein Relationship Insights |
Einstein Relationship Insights is a platform for collaborative AI that provides recommendation, text mining, and content crawling capabilities. It leverages public, and licensed, as well as Customer Data, which is analyzed and persisted to power recommendations that are available throughout the Salesforce ecosystem. Einstein Relationship Insights automatically searches the web, news, internal, and external documents in the background to discover new leads. |
| Service | Description |
|---|---|
|
TotalConnect |
The data integration capability allows business users to create automated, API like connections with any data source, in any format powered by artificial intelligence machine learning. |
|
LiteConnect |
LiteConnect provides an AI-automated data integration and dashboard visualization capability for siloed data sources. |
|
API Library |
Selection of pre-built data connectors for business users to integrate data from marketing platforms, databases and Big Data systems. |
|
Mix |
Dynamic Data Modeling for marketers that automatically unifies all measurements and dimensions into a harmonized, single source of truth for cross-platform analysis. |
|
Data Canvas |
Dashboards, widgets, and KPI monitoring layer. |
|
Embedded Analytics |
Subset of the services packaged as a solution that can be embedded into other platforms. Intelligence Reports for Marketing Cloud is an example of such solutions that includes the following embedded services: LiteConnect, Data Lake, Reports/Pivot Tables and Data Canvas. |
|
SmartLenses |
One-click dashboards for top data sources, bringing the right insights to marketers. Based on domain expertise automated to enable data discovery, modeling and visualization in one step. Provides insight into key data sources including in-depth KPIs, performance, trending and campaign analysis, plus much more. |
|
Einstein Marketing Insights |
Automated insights, across all data. AI-powered insights reveal the optimization paths to drive KPI performances by analyzing how data impacts the KPIs. |
|
Activation Center |
Connect Intelligence to any system to perform desired activations. Automate budgets across any marketing channel, pause ineffective campaigns based on goal performances and create custom email templates that bring the right information to your stakeholders. |
|
Enterprise Security |
Centralized security management system providing controlled platform access, capability access and data access which includes 3 user role levels (admin, editor, viewer), 4 data security levels (workspace, dashboard, page, and dimension/ metric levels [row / column level], and optional SSO integration. |
|
Media Cost Center |
Turnkey solution for automated campaign budget management, pacing and cost reconciliation; Enables campaign managers and leadership to ensure every campaign’s planned vs. actual budget and delivery is in sync and on target. |
|
Executive Workspace |
Intelligence’s multi-tenant account allows multiple data marts or “Workspaces” within an account, each of which can contain a unique set of data sources, data model, KPIs, and visualizations/reports to support different teams, clients and solutions. With Executive Workspaces, users can view and analyze the data across Workspaces as if they were one centralized data pool, enabling seamless cross-team, client and solution reporting. |
|
Data Lake |
Designed for ingesting granular data into the system, where the row count can amount to billions. Data Lake capabilities includes the ingestion and transformation of data at scale into the lake, SQL query and manageability capabilities, and the ability to materialize aggregated use cases into Intelligence’s interactive analytics layer. |
|
Marketplace |
The Marketplace extends the power of the service marketing intelligence capabilities by enabling developers to create custom apps that marketers can discover and use on the platform. |
| Service | Description |
|---|---|
|
Salesforce Marketing Cloud Account Engagement |
B2B marketing automation solution that allows marketing and sales departments to create, deploy, and manage online marketing campaigns from one central platform. |
|
Salesforce Engage |
Adaptive lead nurturing, visualized campaign testing and mobile marketing tools. |
|
B2B Marketing Analytics |
Analytics used to maximize marketing and sales efforts. |
| Service | Description |
|---|---|
|
Behavioral Triggers |
Define workflows to engage consumers who have abandoned unpurchased items or services |
|
Einstein Content Selection |
Send personalized content to each customer when they open a message |
|
Einstein Content Tagging |
Automatically applies searchable tags to image files |
|
Einstein Copy Insights |
Analyze text from email subject lines to uncover language insights |
|
Einstein Email Recommendations |
Observe customer behavior, build preference profiles, and refine recommendations to match business rules |
|
Einstein Engagement Frequency |
Evaluate email activities and identifies the optimum number of email messages to send |
|
Einstein Engagement Frequency for Account Engagement |
Data science-driven feature that helps target customers to maximize engagement and conversions via email |
|
Einstein Engagement Scoring for Email |
Data science-driven feature that helps target customers to maximize engagement and conversions via email |
|
Einstein Engagement Scoring for Mobile |
Helps target customers to maximize engagement and conversions via mobile |
|
Einstein Messaging Insights |
Generate alerts for changes in marketing performance |
|
Einstein Recommendations |
Deliver new products, content, or offers to individuals through product and content recommendations. |
|
Einstein Send Time Optimization for Marketing Cloud |
Determine the best time to send a message so that the message is more likely to be opened |
|
Einstein Send Time Optimization for Account Engagement |
Determine the best time to send a message so that the message is more likely to be opened |
|
Personalization Builder |
Build a user profile of affinities based on user behavior to tailor content |
|
Predictive Email |
Utilize user profiles to understand customer preferences via email |
|
Predictive Intelligence |
Utilize user profiles to understand customer preferences |
|
Predictive Web |
Utilize user profiles to understand customer preferences via the web |
|
Web Personalization |
Customize customer experiences based on user profiles |
| Service | Description |
|---|---|
|
Einstein Case Classification |
Einstein Case Classification is an add-on service application option for the Service Cloud Einstein product offering. Einstein Case Classification uses Einstein Platform on Hyperforce to recommend or populate picklist and checkbox field values for new cases based on past data. |
|
Einstein Prediction Builder |
Einstein Prediction Builder is an add-on service for the Sales Cloud and Service Cloud product offerings. It is a custom Artificial Intelligence (AI) product that Salesforce admins can use to anticipate, or predict, a customer issue and take measures to address it. Einstein Prediction Builder is graphical user interface (GUI) based and does not require any coding or modeling. Predictions are possible for all custom objects and a large set of the standard objects. |
|
Einstein Bots Natural Language Processing (NLP) |
Einstein Bots NLP uses shared services also used by Einstein Language for language processing. Specifically, for Einstein Bots, the shared service includes functionality for Einstein Intent. Einstein Intent categorizes unstructured text into user-defined labels to better understand what users are trying to accomplish and provide machine learning based chatbot responses. |
|
Einstein Reply Recommendations (ERR) |
Einstein Reply Recommendations is an add-on service application option for the Service Cloud Einstein product offering which helps agents in improving chat experience. Einstein Reply Recommendations generates recommendations to agents which can be used as answers or replies to customer questions during a live chat. During the setup phase, this feature uses historical LiveChatTranscript records from customer’s org to train a model and use this model to generate responses. |
|
Einstein Recommendation Builder (ERB) |
Einstein Recommendation Builder (ERB) is a customizable recommendation system that provides customer specified recommendations, which can then be incorporated into Salesforce flows or other procedures. |
|
Einstein Case Wrap-up (CWU) |
Case Wrap-Up (CWU) is an add-on service application option for the Service Cloud Einstein product offering, (a counterpart of Case Classification) that helps the agent fill out the wrap up summary of the Case at the end of a chat conversation. During a chat, agents can learn valuable information about a case that they usually will fill out for the associated case. When the chat ends, agents can get Einstein’s recommendations for case field values. Einstein predicts field values based on models trained using closed cases and chat transcripts. |
|
Einstein Vision |
Einstein Vision enables users to tap into the power of AI and train deep learning models to recognize and classify images at scale. Users can use pre-trained classifiers or train their own custom classifiers to solve unique use cases. |
|
Einstein Language |
Einstein Language is a Service Einstein Application to enable shared NLP capabilities (such as Intent and Sentiment classification, named entity recognition, summarization). Einstein Language supports multiple use cases through its multiple training and prediction pipelines. |
|
Einstein Article Recommendations |
Einstein Article Recommendations (EAR) provides the functionality for customers to train an AI model that recommends relevant knowledge articles to solve customer cases. EAR, by default, uses a pre-built model that is based on generic data, and it has default field and language settings. Agents can then see Einstein’s recommendations in the Knowledge component right away. |
|
Einstein GPT for Service |
Einstein GPT for Service provides functionality for customers to use generative AI in Service Cloud. It enables service teams to generate responses, automate knowledge article creation, and auto-generate case wrap-up summaries. |
|
Einstein GPT for Sales |
Einstein GPT for Sales provides functionality for customers to use generative AI in Sales Cloud. It enables sales teams to utilize the generative AI to generate sales emails, call summaries and utilize a sales assistant to summarize every step of the sales cycle. |
|
Einstein GPT for Commerce |
Einstein GPT for Commerce provides functionality for customers to use generative AI in Commerce Cloud. It enables customers to generate content for product text fields. |
|
Einstein Article Answers |
Einstein Articles Answers is a feature within Einstein Bots where customers can leverage their existing knowledge articles and automatically respond to user queries without the need to create any intents or add any training data. |
|
Einstein Conversation Mining |
Einstein Conversation Mining groups conversations at contact centers into contact reasons. Einstein Conversation Mining uses these metrics to prioritize contact reasons that are meaningful and actionable first, giving customers the contact reasons that give the best return on your time. |
|
Einstein Copilot |
Einstein Copilot is a multi-turn, semi-autonomous generative AI assistant which has a conversational interface embedded into the flow of work, and helps with complex cognitive and business tasks. Einstein Copilot uses Large Language Models (LLMs) as its reasoning engine to decompose complex tasks into smaller steps and pick the best actions to accomplish those steps. We deliver this by building a platform for creators (internal/external) to infuse conversational interfaces with minimal effort into any application they build. |
|
Einstein Bots |
Einstein Bots allows customers to manage their internal and external communications capabilities using artificial intelligence powered “Bots” for their Chat or Messaging sessions with customers, employees, or anyone else. The environments make the solution configurable for Einstein Bots customers to address incoming requests. |
|
Surveys AI |
Surveys AI helps customers generate surveys questions and options using generative AI. It also helps them in translating surveys into desired languages within a few seconds. |
|
Contracts AI |
Contracts AI allows customers to digitize existing contracts by extracting clauses, key fields, and entities mentioned in a contract. It can also be used to generate first drafts of new clauses. |
|
Transaction Disputes |
Transaction Disputes helps the Dispute team generate personalized communications related to disputes containing all relevant information about the disputed transactions. This includes an acknowledgment that dispute is received or notifying the customer about the dispute outcome. |
|
Prompt Builder |
Prompt Builder allows customers to build prompt templates. These templates combine AI instructions and data that can then be sent to an AI LLM to get useful transformation or insight in return. These templates can then be integrated in various points in the CRM (such as Copilot) to speed users’ work and improve their efficiency. |
|
Einstein for Formulas |
Einstein for Formulas is a feature that uses natural language to help explain, generate, and fix formulas within Salesforce. It allows administrators to describe an existing formula and get an explanation of how that formula works in natural language. |
|
Field Service AI |
Pre-Work Brief Field Service’s Pre-Work Briefing provides Generative AI capabilities to the field workers. Initially using generative AI to create a pre-work briefing and later on helping field workers to summarize their job. Note: The boundary of this report covers the specific Field Service Generative AI features that leverage the Einstein Platform Gateway. |
|
Marketing AI |
Subject Line and Body Copy Generator Subject Line Generator provides the ability to create subject lines and email copy from a key message or sample copy using your brand’s personality and identity. Co-Create with Einstein A campaign assistant that uses Generative AI to draft campaign assets, including email subject lines, preheaders, and body text. Note: The boundary of this report covers the specific Marketing Cloud Generative AI features that leverage the Einstein Platform Gateway. |
|
Field Generation Einstein |
Field Generation provides users the ability to generate record field values based on Salesforce data with a single click by utilizing generative AI. |
|
Knowledge Article Creation |
Einstein Knowledge Creations provides AI-generated Knowledge Article drafts to optimize agent productivity and improve customer knowledge bases. Einstein Knowledge Creation can draft knowledge articles from fields on a case, messaging interactions, and emails which agents can review, edit, and save. |
| Service | Description |
|---|---|
|
Audience Builder |
Maintain a single view of the subscriber while incorporating data from many sources like Sales Cloud and Service Cloud and segment audiences based on any number of data elements from their incorporated data sources. |
|
Automation Studio |
Automate targeted and relevant messages to appropriate subscribers as they progress through a Journey. |
|
Content Builder |
Consolidate images, documents, and content into a single location for use. |
|
Email Studio |
Build, manage, and send targeted and relevant messages at scale via the delivery channel most appropriate for a given subscriber and event. |
|
Journey Builder |
Plan and personalize marketing campaigns and schedule messaging or posts while analyzing effectiveness and subscriber engagement. |
|
Mobile Studio |
Reach customers on any mobile device with personalized mobile messaging. |
|
Web Studio |
Create personalized web pages and content that can be used to track real-time customer interactions. |
|
Intelligence Reports for Engagement |
Subset of Intelligence services packaged as a solution that can be embedded into other platforms. Intelligence Reports for Engagement is an example of such solutions that includes the following embedded services: LiteConnect, Data Lake, Reports/Pivot Tables and Data Canvas. Intelligence Reports for Engagement is accessed through the Marketing Cloud application. This service uses temporary data stored in the Salesforce Data Cloud environment and the processing of data is performed by Intelligence systems. |
|
Marketing Cloud Connect |
Combines the digital marketing capabilities of Marketing Cloud with the data management, segmentation, and campaign management tools in Salesforce. Marketing Cloud Connect can be used as a Managed Package, which is hosted on infrastructure managed by Salesforce Services. |
| Service | Description |
|---|---|
|
Social Studio |
Social Studio is a one-stop solution allowing customers to manage, schedule, create, and monitor posts. Customers can organize the posts by brand, region, or multiple teams and individuals in a unified interface. Social Studio offers a real-time publishing and engagement platform for content marketers, plus content performance by social network and time frame. A single interface provides a customizable, team-based collaboration platform that analyzes channel and content performance and enables users to analyze current trends and recommend new content ideas. |
| Service | Description |
|---|---|
|
Salesforce Maps |
Allows sales teams to accelerate revenue by focusing on high-value nearby lead opportunities and service appointments in every field opportunity. Smarter customer visit plans are built to prioritize and scale daily customer visits using key business data, such as lead value and account type. |
|
Salesforce Maps Advanced |
Salesforce Maps Advanced is an upgrade to Salesforce Maps that includes even more complex geo-visualization, route optimizations, and analytics. |
|
Territory Planning |
Territory Planning takes planning out of spreadsheets, saving hundreds of hours and maximizing revenue by eliminating cumbersome manual planning processes by running multiple scenarios seamlessly and coordinating critical account data with the territory planning and assignment process. |
|
Live Tracking |
Live Tracking gives field visibility anytime, from anywhere. Teams can accurately track equipment location and operating attributes to identify problems, optimize safety, and save on expenses; deliver a better customer experience by optimizing technician time; and improve billing processes. Live tracking also includes the capability to auto-log customer visits with geo-fencing and seamlessly update business processes with accurate data to manage performance. |
|
Maps Lite |
Allow sellers to visualize accounts, contact, and leads on a lightweight map inside Salesforce to identify customers and prospects to invite to a local event or those to drop in on when planning travel. |
| Service | Description |
|---|---|
|
Audience Builder |
Marketing Cloud Audience Builder dynamically creates targeted audiences from contacts stored in an account based on stored attributes and behavioral values. These audiences can be used to either target or exclude contacts from marketing activities. |
|
Automation Studio |
Automation Studio is a Marketing Cloud application used to execute multi-step marketing and data management activities on an immediate, triggered, or scheduled basis. |
|
Content Builder |
Content Builder is a cross-channel content management tool that consolidates images, documents, and content in a single location for use in the Marketing Cloud. |
|
Email Studio |
Email Studio is used to build and send personalized email from basic newsletters to the most complex campaigns. Deliver promotional, transactional, and triggered messages. Track and optimize to drive performance. |
|
Journey Builder |
Journey Builder is a campaign planning tool that enables you to design and automate campaigns that guide customers through their journey with a brand. Mobile Studio Reach customers on any mobile device with personalized mobile messaging Web Studio Create personalized web pages and content that can be used to track real-time customer interactions |
|
Intelligence Reports for Engagement |
Intelligence Reports for Marketing Cloud is a packaged solution of Marketing Cloud Intelligence. Marketing Cloud Intelligence reports include the following MCI embedded services: Data Lake, Reports/Pivot Tables and Data Canvas. |
|
Marketing Cloud Growth |
Marketing Cloud Growth allows marketers to execute a templated campaign with accompanying content personalization, orchestration, and send time optimization to an audience, plus engagement reporting. These offerings include, but may not be limited to Campaigns, Segments, Content, Flows, and Performance. Marketing Cloud Growth is built on Salesforce’s core platform and brings together key features of Salesforce Hyperforce offerings including branded spaces for user information sharing and collaboration, secure and at-scale multi-channel messaging and communication with users, and Data Cloud to serve as the single source of truth and capture data from multiple sources. |
| Service | Description |
|---|---|
|
Mule Runtime Engine |
Mule Runtime Engine provides the core runtime capability for MuleSoft Services and can also be downloaded by customers as standalone software without the full design, management, and engagement capabilities of the services. It provides a unified way to connect disparate applications, devices, and APIs together, using a declarative programming model. |
|
Anypoint Management Center |
A single unified web interface to administer aspects of MuleSoft Services on- premise, and in the cloud, to manage API users, analyze traffic, monitor SLAs, troubleshoot underlying integration flows, and more. It consists of the following components:
|
|
Platform Services |
Enables granular management of resources such as servers, flows, and end- points. It helps reduce risk and optimize performance with operational control of infrastructure and visibility into production environments. It also helps to manage deployments from a single interface, proactively detect and resolve issues, and take control at every level:
|
|
MuleSoft Design Center |
MuleSoft’s design tools include software development tools that allow customers to design APIs, implement data and application integration flows, and build MuleSoft Connectors. MuleSoft’s Design Tools currently include:
|
|
MuleSoft RPA |
Robotic Process Automation (RPA) is a software technology that combines robotics and automation to perform repetitive tasks. RPA uses an application or bot to imitate the actions a person would take by automating repetitive manual tasks like entering text and updating fields. |
|
MuleSoft Composer |
MuleSoft Composer is an integration tool designed to build flows to integrate systems and data and automate integration tasks using clicks instead of code. |
| Service | Description |
|---|---|
|
Marketing Cloud Personalization |
Marketing Cloud Personalization enhances the power of Marketing Cloud with expanded real time personalization. Companies use Marketing Cloud Personalization to tailor interactions with customers and prospects to increase loyalty, engagement, and conversions. Using real-time cross-channel personalization and machine learning capabilities, Marketing Cloud Personalization complements Marketing Cloud’s Customer Data, audience segmentation, and engagement platform. |
| Service | Description |
|---|---|
|
Marketing Cloud Personalization on Hyperforce (formerly known as Interaction Studio on Hyperforce) |
MC Personalization on HF enhances the power of Marketing Cloud with expanded real time personalization. Companies use MC Personalization on HF to tailor interactions with customers and prospects to increase loyalty, engagement, and conversions. Using real-time cross-channel personalization and machine learning capabilities, MC Personalization on HF complements Marketing Cloud’s customer data, audience segmentation, and engagement platform. |
| Service | Description |
|---|---|
|
Narrative Science Authoring Platform |
Narrative Science Authoring Platform is a multi-tenant, cloud-based SaaS artificial intelligence solution which provides advanced natural language generation technology to organizations that are looking to quickly and accurately transform data into insight and natural language reporting (stories). Narrative Science’s Authoring starts by mining data for meaning and insight and then returns the results in a narrative format at a speed, scale, and consistency only possible with technology. |
| Service | Description |
|---|---|
|
Quip Services |
Quip combines a team’s work and communication in one central hub that’s accessible from every device, allowing teams to spend less time on meetings and email, and more time getting things done. |
|
Quip Mobile |
Quip’s mobile app on iOS and Android platforms helps users start new docs and spreadsheets, contribute to existing work, and stay in sync with the team – no matter where a user is located. |
|
Quip Live App Platform |
The Quip Live App Platform enables the creation of interactive, live-updating apps users can add directly to Quip documents. From collaborative calendars and Kanban boards to dynamic graphs, Live Apps transform Quip from a standalone product into a mighty platform that empowers users to collaborate on every service a team uses – all on a single page. |
| Service | Description |
|---|---|
|
Tableau Cloud |
Tableau Cloud, formerly Tableau Online, is a multi-tenant, cloud-based SaaS offering based on Tableau Server. Tableau Server and Tableau Cloud have a significant control overlap around People, Process and Technology. They share code bases and practices including the change management, application development, release management, software security and vulnerability management.Tableau Cloud provides customers a business intelligence platform that is scalable, responsive, and secure without requiring them to manage infrastructure and operations. Note: Tableau Cloud has embedded certain Generative AI features into the covered services that customers are able to enable at their discretion. These Generative AI features are powered by Salesforce’s Einstein Platform on Hyperforce offering which provides Large Language Model (LLM) Gateway and other Generative AI relevant functionality. |
| Service | Description |
|---|---|
|
Vlocity Order Management Plus (‘OM Plus’) |
Partially hosted on the Salesforce (‘SFDC’) cloud platform, Vlocity Order Management (‘OM’) acts as a mediator between Vlocity Configure, Price, Quote (CPQ) and customer fulfillment systems hosted either in cloud platform(s) or on the customer premise. OM Plus orchestration engine is a component of OM that is hosted on the Amazon Web Services (‘AWS’) cloud platform. It is designed to replicate core OM decomposition and orchestration functionality and support performance and scalability targets that are not available on the SFDC cloud platform. OM Plus performs the following core functions for the fulfillment of customer orders:
Throughout fulfillment of customer orders, the interactions with external fulfillment systems are tracked and responses are collated. In the case where interactions with fulfillment systems fail, OM Plus is responsible for placing the failed request into a manual queue for resolution by a fallout manager. Once all interactions are successful, the order submission systems are notified of the order’s success. |
|
Vlocity Digital Commerce Gateway (‘VDCG’) |
VDCG is a cloud-based solution that enables high volume browsing and configuration of product offers on digital self-service channels. Vlocity Digital Commerce Gateway provides the following benefits to its customers:
|
|
Vlocity Communications package |
Vlocity Communications package runs on the customers instance of Salesforce for Communications to:
|
|
Vlocity Media and Entertainment package |
A complete industry solution across the subscriber and advertising sales lifecycles to fully empower both B2C and B2B digital customer engagement. It contains features such as:
|
|
Vlocity Energy & Utilities package |
Vlocity Energy & Utilities package provides an enterprise-grade contact center and digital transformation platform, including advanced pricing, sales, and offer management for both your B2B and B2C business. A single solution to support the full customer base, from residential to the largest commercial and industrial business customers, across marketing, sales, service, contract management, and 3rd party partners. |
|
Vlocity Insurance package |
Vlocity’s Digital Insurance (and insurance extension packages) accelerates digital transformation by enabling carriers and MGAs to run their core insurance processes on Salesforce. Vlocity’s microservices cloud architecture powers quoting, policy administration, claims management, service, and billing which can be deployed to brokers, agents, policyholders and service representatives. Designed for Property and Casualty, Life and Annuities, and Employee Benefits lines of business, Vlocity enables speed-to-market and customer-centric experiences through straight-through processing and a digital-first approach – all without code. The Insurance Packages are components of the Salesforce Services Financial Services Cloud. |
|
Vlocity Health package |
Vlocity Health Insurance managed package provides the below features to customers:
The components of this managed package are used in Salesforce Industries Health Cloud add-on product offerings. |
|
Vlocity Public Sector or Vlocity Government package |
Vlocity Public Sector package provides variety of solutions to the public sector industry, including:
|
|
Vlocity Mobile App |
Vlocity offers their customers ability to manage the solutions through mobile application on Android and iOS devices. |
|
OmniStudio package |
Vlocity OmniStudio package is the base building block for a suite of services, components, and data model objects that combine to create Industries Cloud applications via Digital Process Automation (DPA). OmniStudio is a low-code or no-code, digital interaction builder used to deploy digital-first and industry- specific experiences across channels. It’s flexible enough to provide programmatic options with the ease of building declaratively. The standard components included in OmniStudio are:
|
| Service | Description |
|---|---|
|
Tableau Cloud |
Tableau Cloud, formerly Tableau Online, is a multitenant, cloud-based SaaS offering based on Tableau Server. Tableau Server and Tableau Cloud have a significant control overlap around People, Process and Technology. They share code bases and practices including the change management, application development, release management, software security and vulnerability management. Tableau Cloud provides customers a business intelligence platform that is scalable, responsive, and secure without requiring them to manage infrastructure and operations. Note: Tableau Cloud has embedded certain Generative AI features into the covered services that customers are able to enable at their discretion. These Generative AI features are powered by Salesforce’s Einstein Platform on Hyperforce offering which provides Large Language Model (LLM) Gateway and other Generative AI relevant functionality. |
| Service | Description |
|---|---|
|
Marketing and Lead Management |
Make campaign progress visible across the whole team to empower sales reps. Alert on new inbound leads, qualify and seamlessly transfer knowledge to Account Executives. |
|
Pipeline and Deal Acceleration |
Actively progress opportunities, improve pipeline management and adherence to sales process using intelligent and actionable pipeline management workflow. |
|
Customer Activation |
Customer handoffs prepare around kick-off and getting customers live by automating the entire customer activation process with specific, and actionable common practices. |
|
Account Management & Success |
Proactive around account changes, interactions, and upcoming renewals to help grow accounts. |
|
Customer Support and Service |
Rapidly respond to and resolve customer issues to increase customer satisfaction. |
|
Executive and Team Visibility |
Democratize the most mission critical information across the organization so executives and the entire team can understand what is happening. |
| Service | Description |
|---|---|
|
Spiff Analytics |
Spiff empowers businesses to define complex commission structures, including tiered commission rates, bonuses, and quotas. Spiff calculates and distributes commissions based on sales performances and ensures accurate and timely payouts. Use the API to streamline the creation and management of commission plans by uploading and managing data. |