SALES FORCE INTRODUCTION

MODULES
• ADMIN
• DEVELOPER
• LIGHTNING
• INTEGRATION
 SALESFORCE ENVIRONMENTS
• CLASSSIC
• LIGHTNING
 APPLICATION
• Application-Set of programs –to accomplish
task.
• Program-Set of instructions
• Instruction-contains steps that need to be
executed by the computer processor.
• Computer to do something instructions have
to be given.
 App Versus Application

• The words app and application are used

interchangeably.
• App is used to describe a type of application
that has a single functionality
• An application may handle a number of
functions.
 Types of Applications
Application Software Type Examples
• Word processing software MS Word,
WordPad and
notepad
• Database software Oracle, MS Access etc
• Spreadsheet software Apple Numbers,
Microsoft Excel
• Multimedia software Real Player, Media
Player
• End User - Uses the app(emps)
• Client - payer /owner of the business.
• Sw Company -HCL/INFO/…..
• Developer---Employee of sw company
 APPLICATION
-Declarative Approach(No code)
-Programmatic Approach(Code)

GUI BUSINESS
LOGIC DATA BASE

Visual Force/ SOQL/SOSL

Lightning Apex
Components DML
Application Layers
 Applications
• Stand alone applications -run on its own"
without Internet / computer process.
• Client server applications-LAN
• Distributed Applications s1,s2,s3 code/ db1,db2,-
vertical partitioning/horizontal partitioning -db
• Web applications .
• Mobile Applications.
• Cloud Applications.
 Resources required
(S/W Company-Developing
& Business Org Using)
• Hardware
– I/O devices
– Processing devices
– Storage Devices
– Networking Devices
• Platform
– Operating System
– Language compilers/Interpreters
– Database Soft ware
– Networking Software
 What is cloud computing?

• Cloud-based (or cloud computing) means that the

applications are delivered over the Internet and run in
any Web browser so that you can access them from
any smart device.
• No Hardware , No Software. Cloud computing
applications are less expensive than desktop software
because you only pay to use the software instead of
having to buy, install, configure and maintain it.
• It’s effectively infinite in size, so you don’t need to
worry about it running out of capacity.CH DEMO
 Cloud Computing
• Cloud computing, where you access applications
or apps over the Internet as utilities.
• Cloud Computing provides a virtual pool of
resources such as storage, CPU, networks and
memory .
• Provides resources on demand (pay per use)
hardware and software without barriers.
• Dynamic computing .(provides resources
dynamically).
• Cloud Computing manages the pool of resources
automatically and dynamically through software
and hardware.
 Cloud Computing?
• Provides software to businesses over the net.
With no software or hardware to buy, install,
maintain, or upgrade.
• The much more compelling cloud computing
model is transforming the customer
relationship management market into a rental
model - permanently.
 TYPES OF CLOUDS
A. Private cloud - proprietary architecture subscribed by
an organization which provides hosted services to the
users within the organization. This is protected by the
firewall to form a barrier against outside the world to
access hosted services from the private cloud.
B. Public cloud - It is not proprietary of any organization;
the services provided in these clouds can be accessed
by any organization. Gmail…
C. Hybrid cloud - In hybrid cloud, the services are offered
to the limited and well defined number of parties.
 1.Software as a Service(SaaS)
• SaaS - is a kind of services where in many users
can make use of the software hosted by the
service provider and pay only for time its being
used. It will be better than buying the hardware
and software as keeps off the burden of updating
the software to the latest version, licensing and is
of course more economical.
• Some example service providers are Salesforce,
Customer Relationships Management (CRM-Sales
Cloud/Service Cloud/marketing Cloud…) system
and Google Apps.
 2.Platform as a Service(PaaS)
• PaaS provides a high-level integrated
environment to design ,build , test , deploy
and update online custom applications.
• Maximum Customization.
• Some example service providers are Google’s
App Engine , Microsoft Azure , RightScale and
SalesForce Force.com, WaveMaker, and so
on.
 3.Infrastructure as a Service
• Infrastructure as a Service (IaaS): This service
provides the infrastructure like Servers,
Operating Systems, Virtual Machines,
Networks, and Storage etc on rent basis.
• Eg: Amazon Web Service , Microsoft Azure,
Eucalyptus, Open Stack, GoGrid and Flexiscale.
 Benefits of cloud computing
• Cost reductions(rent)
• Scalability
• Performance
• Resource pooling
• Multi tenancy
• Productivity
• Reliability
• Security
 Top Cloud Computing Companies
• Amazon Web Services
• Microsoft Azure
• Google Cloud Platform
• Adobe
• VMware
• IBM Cloud
• Rackspace
• Red Hat

• Salesforce
• Oracle Cloud
• SAP
• Verizon Cloud
• Navisite
• Dropbox
• Egnyte
 SALES FORCE

•Founded in 1999

•Pioneered by replacing traditional desktop CRM

software with CRM in the cloud

•Made it accessible anytime from anywhere.

• Today it is the world’s #1 CRM solution.

•FORTUNE* “100 Best Companies to Work For®” 10 years
in a row
 SALES FORCE
• Salesforce began as the upstart in cloud-based CRM
• Then it expanded its reach into marketing and customer
service.
• Salesforce has enhanced its core areas and explored
analytics, mobile application development, healthcare and
the Internet of Things (IoT).
• The company gained dominance in the CRM market by
becoming a platform provider(PaaS) -- that is, a vendor
with a technology foundation that can plug into various
applications.
• The resulting Salesforce platform, officially known as the
Customer Success Platform, has spawned seven
production-ready clouds .
 Salesforce
• To remain competitive with other in the
industry(Microsoft, Oracle and SAP, which can lay claim to
dominance in ERP, analytics and other non-CRM-based
applications),
• Salesforce has extended its reach by creating
various Application programming Interfaces(APIs), or
connections, to the Salesforce foundation.
• With these connections, companies and partners can build
new features or full-fledged applications on top of the
Salesforce platform to enable various business operations.
• This is Salesforce's grand vision: to make the CRM platform
the ground floor on which customers, partners, developers
and others can build new capabilities

Salesforce Java
 Sales Force Allianges
• IBM Salesforce expand AI partnership for
deeper customer insights
• Google and Salesforce unveil first elements of
partnership
• Dell ,Delloite and Salesforce for sales and
Service of products.
 Sales force
• SAAS-Front end development(CRM –
salescloud/service cloud/marketing cloud/….)
• IAAS-Storage device.
• PAAS-Platform to develop app(Force.com)
• SF is not only CRM its ERP.
 CRM
• CRM stands for “customer relationship
management” and it’s software that stores
customer contact information like names,
addresses, and phone numbers, as well as
keeps track of customer activity like website
visits, phone calls, email, and more.
 CRM
(Customer Relationship Management)

• Important goal - satisfying your customers.

• A highly effective customer relationship
management is vital to any business
• With CRM - existing client relationships become
stronger
• New client relationships evolve more quickly
• simplicity, integration, efficiency and visibility to
enterprise.
• Faster. Cheaper. Easier. Better.
 CRM
• Customer Relation ship Management
• Store data(on local server /cloud server (face
book ,Gmail )Each has Advs &Disadvs)
• Retrieve Data
• Data Sharing
• Data Security
 Web CRM Vs Traditional CRM
Traditional CRM Web CRM
expensive to install and maintain well recorded and successful client
interactions

huge capital investment for Provides cost effective.

Infrastructure
Longer time for ROI Quicker return on investment.

Transform Business Slowly Transform Business Faster

Hosted CRM Is More User-Friendly.

client/server CRM tools takes average of Hosted CRM implementations take weeks
12 month hands down. or months –

Intentional Upgrades. Painless Upgrades always latest versions

available
Scheduled deployments. Deployments of new features are
instantaneous
 CRM SOFTWARES
– SAP-Local server
– Siebel(Oracle)-Local server
– MS CRM-Local server
– Salesforce-Cloud server(popular-ease of ease,easy
customization)
– MS Dynamics-Cloud server
– Sage-Both
– ZOHO-Cloud server
 What does CRM do?

• Actively tracks and manages customer

information.
• Connects your entire team from any device.
• Intelligently captures customer emails.
• Simplifies repetitive tasks so you can concentrate
on leads.
• Delivers instant insights and recommendations.
• Extends and customises as your business grows.H
DEMO
 Why CRM matters?

• CRM helps you ditch clunky processes and

manual effort so you can get on with business.
• You’ll find more leads, close more deals, keep
more customers and grow your business.
• One place to store all customer information
means your conversations are always personal,
relevant, and up to date.
• Salesforce customers report 37% more sales
revenue, 45% higher customer satisfaction, 43%
better marketing ROI*.
TOUR
 Sales force Features
• Employees can access applications entirely over the Internet
• There’s no infrastructure to buy, set up, or manage
• Just log in and get to work.
• Lightning Platform gives the fastest, most complete way to put
your customers at the center of everything you do.
• 75% Code coverage tests which will eliminate the maximum defects
before production launching.
• Multitenant architecture.
• Does n’t allow monopolising resources through governor limits
• Robust,performance monitoring,
 SALES FORCE FEATURES
1. Multi-tenant architecture:

-the multi-tenant system shares common resources.

- serving multiple clients on the single software instance
of full version of s/w and data.
-cannot utilize the other instance resources.
-Programs ensure that a single instance does not
monopolize the resources.
Ex:-Just like tenants in a single building share the
resources of electricity and water.
 2.Automatic upgrades:

• Newer version released automatically with all

the users.
• Any developments or customizations made
during the previous version are automatically
updated to the latest version without any
manual modification to the code.
 3.Subscription model:
• Force.com is distributed under the subscription model.
• The user can purchase a few licenses and build the
system.
• Upon successful usage , further user licenses can be
purchased from Salesforce.
• No large start-up fee
• Pay as we use( fixed , predictable costs).
• The subscription model can be visualized like the
electricity distribution system. We pay for whatever
electricity we use and not the complete generator and
the infrastructure.
 4.Scalability:
• The multi-tenant kernel supports many
users simultaneously.
• Scalable application.
• Automatic load balancing and data limitation.
• Force.com provides data storage per user,
which means that the data storage increases
with the number of users added to the
organization.
 5.Upgrades and maintenance:
• Force.com releases three updated versions
every year.
• All the instances hosted on the servers are
upgraded with no additional cost.
5 ways Salesforce creates the best value
in CRM, year after year.
• The world's #1 CRM platform.
• 1,50,000 + like-minded companies
• Find a massive community of experts and evangelists
committed to your company's growth.

3 5
1 2 4
PRODUCTIV COMMUNI
INNOVATION PLATFORM MOBILITY
ITY TY
 1.Innovation
(Get consistent ground-breaking innovation)

• To be ahead of companies use new technologies

• Three free upgrades a year
• Advanced services to help you find the best path
for your business.
– Artificial intelligence: The first AI built right into your
CRM.
– Mobile-first CRM: Run your whole business from your
phone.
– Analytics: Give every employee data-driven insights.
– Top performance
 2.Platform
(Use the platform that helps you grow and scale)

• Build business on a single, secure, and

scalable platform
• Easy to customise and upgrade without
anything breaking/Discontinuing.
• Extend your power to sell, service, and market
with pre-integrated apps on AppExchange, the
world's largest business app marketplace.
 3.Productivity
(Boost productivity to lightning speed)

• Employees sell faster and get more done with

Lightning platform.
• Proven to drive efficiency and growth
• Increases revenues and decreases costs.
 4.Mobility
(Run your whole business from a single mobile app)

• Helps employees move faster and be more

productive with the Salesforce1 Mobile App.
• Close deals, service customers, track
marketing, and even collaborate and share
files on any device — all from a single,
integrated mobile app.
 5.Community
(Share and grow with the 2.3M+ Trailblazers in our community)

• Share experiences and expertise with one of

the largest, most passionate communities of
people, partners, and developers , all brought
together and driven by a common goal:
 TYPES OF
SALES FORCE CLOUDS
/PRODUCTS
 Sales Cloud
(Sell smarter & faster with # 1 CRM faster)

• Grow accounts, find customers, and close deals faster. The

path to success starts here.
• Give reps the power of automation and artificial
intelligence.
• Accelerate sales productivity with a lightning fast console.
• Get more leads and make them sales-ready.
• Make insightful decisions with up-to-date data.
• Close more deals, faster
 Service Cloud
(Close more deals, faster)
• Close cases faster with the help of AI and
automation.
• Personalise customer care and predict needs.
•
Provide faster, more intelligent self-service.
•
Drive service productivity from the call center to
the field.
•
 Marketing Cloud
(Drive service productivity from the
call center to the field)
• Personalise your email marketing at scale.
•
Guide exceptional social experiences.
•
Predict the right content on the web.
•
Improve marketing with people data.
•
Engage with mobile messaging.
•
Manage ads that win.
•
Create cross-channel journeys.
•
Align marketing and sales to drive results.
•
 Community Cloud
(Build communities to fit your needs)
•
Provide stellar customer service.
•
Accelerate your sales channels.
•
Connect your customers.
•
Drive employee productivity.
•
 Salesforce Platform
(Find the perfect app for your business)

• Customise and extend your CRM solution.

• Build with security and trust.
• Engage employees with apps for everyone.
• Create amazing customer experiences.
 Einstein Analytics
(Drive employee productivity)

• Explore all your data from any source, quickly and easily.
•
Work from any device.
•
Know what's happening now, and what will happen next.
•
Get smarter and more connected.
•
Get contextual answers.
•
Find the perfect app for your business.
•
 IoT
(Create amazing customer experiences)

• Make IoT accessible to anyone.

• Add customer context to your device data.

• Create real-time interactions.

 BY ROLE

•SALES
•SERVICE
BY INDUSTRY •MARKETING
•IT

•FINANCIAL SERVICES
•AOTOMOTIVE BY BUSINESS TYPE
•HEALTH CARE & LIFE SALES FORCE
SCIENCES •SMALL SCALE
•MEDIA SOLUTIONS •NON PROFIT
•COMMUNICATIONS •START UPS
•MANUFACTURING
•RETAIL
•CONSUMER GOODS
•GOVERNMENT
•HIGHER EDUCATION BY NEED
•NON PROFIT
•LIGHTNING
•AI
•MOBILITY
•PRODUCTIVITY
SALESFORCE ROLES
 Editions & Licences
• "Edition": Defines the features that the entire organization
has access to, which is further restricted by license. Editions
are bundles of features and services.

• Essential,Professional, Enterprise, Unlimited-Paid Editions

• Developer Editions (Free Edition).

• "License": Authorization to have access to a set of features

as defined by that license type
 Professional Edition
• Designed for businesses requiring full-featured
CRM functionality.
• It includes easy-to-use customization,
integration, and administration tools.
• Facilitates small to midsize deployment.
 Enterprise Edition
• Meets the needs of large and complex
businesses.
• It gives advanced customization and
administration tools, in addition to all the
functionality available in Professional Edition.
• Support large-scale deployments.
• Includes access to Salesforce APIs, so can be
easily integrated with back-office systems.
 Unlimited Edition
• Maximizes success and extends it across the
entire enterprise through the Force.com
platform.
• It gives new levels of platform flexibility for
managing and sharing all your information on
demand.
• Includes all Enterprise Edition functionality,
Premier Support, full mobile access, unlimited
custom apps, increased storage limits, and
other features.
 Developer Edition
• Provides access to the Force.com platform and
APIs.
• It lets developers extend Salesforce, integrate
with other applications, and develop new tools
and applications.
• Developer Edition also provides access to many
of the features available in Enterprise Edition.
• Salesforce doesn’t provide technical support for
Developer Edition. But you can ask for help from
developer community message boards.
 Editions & Licences
• Selecting the edition depends on
– No of users
– Budget
– Requirement
• Editions-For organization **
• Licences-For individuals **
– PaaS $25/user/month Force.com Platform for developing Apps
(Custom)Licence(EE )
– SaaS -$125/user/month for using Standard Apps Licence(EE )
– Developer Edition ( 2 users,5MB for data,20 MB for attachments –
limitation(multi currerncy,sand box etc) does not expires,similar to EE)

– Price=no of users*amount per user*no of months.

– SF allocates only one user Name (default administrator) who creates
other users.
 Editions & Licences
• 100 users-EE
– 80-Full CRM
– 20-platform
– Invoice will be generated and a licence will be
assigned(By default it is System Administrator)
– Use only Developer edition
– Creating Other users
– Setup->Administer->Manage Users->Users->New
User
 SALES FORCE ENVIRONMENTS

Developer
Sand box Production
Edition/EE/ULE/
(PE/EE/ULE) Environment
PE

Developer/
Developer End User
Test Engineer
 Sand Box
• Replica/copy of actual Environment created
over production org.
• Back end of production Org
• An environment for development and testing
• Development Stages:-
– Stage1-Development(Sand Box)
– Satge2-Testing(Sand Box)
– Stage3-Implementation/Deployment(Production
live users)
 Types of Sand Boxes
• Developer Sand Box(Dummy data)
• Developer Pro Sand Box(Dummy data with
increased Storage)

For complex and critical Apps-Use

• Partial Sand Box (Partial set of real data)
• Full Sand Box (Full set of real data)
•The Full Sandbox add-on is bundled with 15 Developer Sandboxes.

Sandboxes Available Per Edition

PROFESSIONAL PERFORMANC UNLIMITED ENTERPRISE
SANDBOX TYPE
EDITION E EDITION EDITION EDITION
Developer
10 100 100 25
Sandbox
Developer Pro
5(+5DS) 5+(5DS)
Sandbox
Partial Copy
1+10DS 1+10DS 1+10DS
Sandbox
1+15 ds as add
Full Sandbox 1+15DS
on
 Sandbox Feature Reference
REFRESH WHAT’S SANDBOX
SANDBOX TYPE STORAGE LIMIT
INTERVAL COPIED TEMPLATES
Data storage:
Developer 200 MB
1 day Metadata only Not available
Sandbox File storage:
200 MB
Data storage: 1
Developer Pro GB
1 day Metadata only Not available
Sandbox File storage: 1
GB
Data storage: 5
Partial Copy GB Metadata and
5 days Required
Sandbox File storage: 5 sample data
GB
Same as your Metadata and
Full Sandbox 29 days Available
production org all data
 Sand box log in
• Log on to sand box
– Use URL -Test.salesforce.com
– Username@gmail.com.sandboxname

Log on to developer edition

URL-www.developer.salesforce.com
-Username-Uname@xyz.com
 ADVANTAGES & DISADVANTAGES
• Advantages
• No risk low acquiring costs
• The database is helpful in digitizing and organizing company sale records.
• Quick, organized access to individual records
• No need to purchase software and hardware systems- no capital investment.
• The integrated solutions allow users to work more efficiently and increase the
value .
• Saleforce analytics and its reporting function gives its users the ability to expand
their campaign capacity.
• Productivity can be increased and profit can be maximized.
• Salesforce will update automatically.
• Disadvantages and Barriers to Adoption
• At times, there can be too much customization and the interface can be filled with
cumbersome and tedious tools which can be seen as repetitive or distracting.
• Multiple screens to process transactions.
• The application will not be accessible DURING MAINTANCE OF sf .
• Users can also lose a personal touch as in the process of automation.
• Salesforce contains barriers to adoption. Sometimes the cost of integrating can exceed the
costs of the software itself.
•
 Security
• Success is built on trust.
• Trust starts with transparency
• Trust.salesforce.com is the Salesforce community's home
for real-time information on system performance
(Information on service availability and performance)
and security
• Entire business is built on trust and security. Over
150,000 businesses trust Salesforce to safeguard their
data in the cloud.
•
 Security & Identity Confirmation

Login Attempt

Time Check Fail Access Denied

Pass IP Check Fail Activation

Pass Cookies Check

Login Allowed Pass

MVC (MODEL-VIEW-CONTROLLER)

Model-(Data base)

View-(User Interface)

Controller-(logic/instructions)
Architecture
Approaches to develop Application
• Declarative (Existing features- pt n click)
• Programmatic (Code)
• Part-1.
• Application (Recruiting app)---UI Features
• Part-2.
• CRM –sales cloud/service cloud/marketing
cloud
 Model
• Model-(Database)-(Declarative Approach)
– Objects-(Tables)
Standard Objects (Supplied by Sales Force)
Custom Objects (Created by Developer)
System Objects(Set up objects) (Supplied by
Sales Force)
-Fields-
Standard Fields(Created by/supplied by Sales Force
automatically)
Custom Fields(Created by Developer)
-Records (Rows in the database)
-Relationshipships
Accou Std 10fld Addre
nt obj ss__c
nbv
Syste
m Obj

Creat LA CusOb
ed by j
Std StdFld 3 4
Fld 2
 View (UI Components)
• Apps (Declarative)
– Standard Applications(Pre-built apps/Pre-installed
–sales cloud/service cloud….)
– Custom Applications(Developed by using
Force.com/Lightning platform)
• Tabs (Different from object)(Declarative)
• Page layouts (layout of the fields/records)
(Declarative/programmatic)
Controller(Declarative/programmatic)

• Controls the flow of data

• Controls the functionality of application
• Responds to user interactions
• Validations
• Work flows
• Processes
 Components of SFDC
• Apps(Front end)
• Tabs(Front end not equal to table but provides
interaction with table)
• Objects(Tables)
• Fields(Columns)
• Validation rules
• Work flows
• Approval processes
• Reports &Dash boards
 Assignment
Assignment-1
• What kind of services are provided by cloud providers?
• What is salesforce?
• What is Force.com?
• Name the organizations providing SaaS service.
• Name the organizations providing PaaS service.
• Name some public clouds,private clouds.
• What are the benefits of using cloud?
• What are various salesforce CRMs?
Assignment-2
• What are Salesforce Editions?Which edition do not contain sandbox feature?
• What is sand box?
• Which environment is used by the end user?
• Which environment is used by the developer?
• Create your user account in salesforce .

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