With the growing data generation, businesses are required to leverage a platform that helps them make use of their customer data well, and Salesforce is one such CRM platform. Salesforce is used by startups to Fortune 500 companies. In this Salesforce tutorial, you will walk through what is Salesforce and how beneficial it is.

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Why Use Salesforce?

Before moving to understand what is Salesforce, this tutorial will acquaint you with the term CRM. Back in time, employees managed manually data. They jotted down information and stored them in files. This way, they failed to make use of all the available data.

Gradually, as years passed by with the advent of computers, companies made use of Excel sheets and documents for managing their data. However, this approach proved to be time-consuming and inefficient when handling large volumes of data. 

There was a requirement to effectively handle and analyze vast volumes of user data by every employee in the organization. By the term effective, it refers to methods that could be incorporated to improve customer satisfaction. This was when CRM, known as customer relationship management, was introduced, and it addressed the above issues.

Initially, customer relationship management (CRM) solutions were hosted on a company's server. This became time-consuming and highly expensive. Such CRMs were also challenging to use.

The solution was to build an affordable and cost-effective CRM software and provide it entirely online as a service. This was the core idea behind Salesforce.

Related Reading: An Overview of the Customer Relationship Management (CRM) Market

Moving forward, take a look at what exactly is Salesforce.

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What Is Salesforce?

Salesforce is a cloud-based software company that provides businesses with tools that help them find more prospects, close more deals, and provide a higher level of service to their customers.

Salesforce, Inc. is a famous American cloud-based software company that provides CRM services. Salesforce is a popular CRM tool for support, sales, and marketing teams worldwide. 

Salesforce services allow businesses to use cloud technology to better connect with partners, customers, and potential customers. Using the Salesforce CRM, companies can track customer activity, market to customers, and many more services. 

A CRM platform helps you go deeper with all your metrics and data; you could also set up a dashboard that showcases your data visually. In addition to this, you can also have personalized outreach with automation. Another significant benefit is that a CRM platform can also improve customer service's ability to help customers or a sales team's outreach efforts.

Salesforce Architecture

This tutorial will now briefly walk you through the Salesforce architecture. Here, you will be acquainted with the different layers of the Salesforce architecture individually.

  1. Multi-tenant: Salesforce stores data in a single database schema. There can be a single instance of a software server with multiple tenants. Speaking about a multi-tenant architecture, there is a single shared application service to several clients. This makes it cost-effective. On the contrary, in a single-tenant, the development and maintenance cost must be entirely owned by one client. Hence the multi-tenant architecture is a boon.
  2. Metadata: Salesforce uses a metadata-driven development model. This allows developers to only focus on building the application. This metadata-driven platform makes customization and scaling up easy.
  3. API: Salesforce provides a powerful source of APIs. This helps in developing and customizing the Salesforce1 Mobile App. Every feature of the Salesforce design has been planned and implemented precisely. 

Salesforce Services

Moving on, you will explore the Services offered by Salesforce:

  • SAAS (Software As A Service): Here, you can directly obtain the built-in software and make use of it. 
  • PAAS (Platform As A Service): PAAS offers you the framework and platform to build your websites and apps.
  • IAAS (Infrastructure As A Service): IAAS plays a vital role in Salesforce development, although not very widely used. 

Also Read: Must-Know Features of the Salesforce Platform

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Salesforce Cloud Services

The next topic is Salesforce Cloud Services. Here’s a list of the Salesforce cloud services that are going to be highlighted in this tutorial on what is Salesforce. 


Fig: Different Salesforce Cloud Services

  1. Sales Cloud: It is one of the most essential and popular products of Salesforce. It is a CRM platform that allows you to manage your company's sales, marketing, and customer support aspects. Sales Cloud gives you the status of the lead that will be helpful for sales executives. 
  2. Marketing Cloud: Marketing is crucial when it comes to running a business. Marketing cloud lets you run campaigns, manage emails, messages, social media, content management, data analytics, etc., with the help of a tracking system. 
  3. Analytics Cloud: This enables users to create a highly visually appealing dashboard of the available data. By doing so, you can get an in-depth understanding and analyze the trends, business, and more. 
  4. IoT Cloud: Salesforce IoT cloud is used when your company needs to handle the Internet of Things (IoT) data. This platform can take vast volumes of data generated by various IoT devices; following this, you get real-time responses.
  5. Salesforce App Cloud: You can use this service to develop custom apps that will run on the Salesforce platform. 
  6. Salesforce Service Cloud: Salesforce also helps you serve your customers. This is a service platform for your organization’s support team. It provides features like case tracking and social networking plug-in.

These were a few of the top cloud services offered by Salesforce. Due to its diverse options, companies use Salesforce to assist with sales, marketing, and analysis.

Salesforce Applications

The next topic in this tutorial on what is Salesforce is about Salesforce applications. Here, you will have a look at a few applications that make Salesforce popular.

  • Customer Service: Salesforce provides excellent customer service from anywhere in the world. It helps in resolving customer issues faster and improves support agent response time. Salesforce allows you to unify email, social, phone, and chat support and helps manage every channel from one view.
  • Customize Data: Salesforce allows you to handle and customize different types of data. It helps you track real-time analytics and enhance the customer experience. 
  • Flexible Data Reporting and Analysis: Salesforce allows flexible data reporting and analysis. Here, sales representatives can create their reports to check the accounts they haven’t worked on for a while.
  • Understand Customer Data: The Salesforce tool makes you understand customer data, identify their interests and perception. You can locate and re-engage inactive customers and increase sales by tracking customer interaction.

The Top 7 Benefits of Salesforce 

1. Better Time Management 

Time management is a huge benefit of Salesforce and one of the best ways to allow a business to grow and thrive. Thanks to comprehensive customer information and useful planning resources, you have everything you need in one place. No more time wasted searching through logs and files for important info. 

With so much pertinent customer data, you can easily prioritize work for (and with) your clients by streamlining the sales funnel so that leads are quickly transformed into customers. 

Salesforce also has a calendar feature that makes it easy to plan projects, meetings, phone calls, and more in one place. You’ll know what’s coming up and when. 

2. Ultimate Accessibility 

Since Salesforce is cloud software, it’s accessible anywhere and everywhere you have access to the Internet. Whether you use your desktop, laptop, or smartphone, Salesforce can be reached thanks to its app. This is important because many business owners and team members travel frequently, be it nationally, internationally, or even between cities. 

Being able to reach your CRM tool through the protected cloud no matter where you are makes it easier to access important files and stay updated on clients. Sensitive information is more secure than it would be in a file cabinet or on a local server. 

3. Increased Revenue 

Without Salesforce, running a business in today’s world can cost you money. On any given day, your team might produce a ton of data that has to be stored. Without Salesforce, you’re most likely sorting through this data manually, and this is more time spent on administrative work as opposed to building customer relationships. 

When your time is tied up, it means you have less time to improve business, make connections, and grow profits. Since the tool takes over these administrative duties and more, you’ll have more time to devote to the business, which means more money in the long run.

4. Greater Customer Satisfaction

Similar to increased revenue, it’s safe to assume customers are more satisfied when they interact with a business that knows their needs and the state of their relationship with you (thanks to your CRM tool). Spend less time on administrative duties and you’ll have more time to spend catering to your customers through a common platform. 

Thanks to a highly efficient management system, you can serve your customers better by having quicker access to their information, accounts, purchase history, and preferences. 

This Salesforce benefit not only improves your relationship with your customers – it sets you up for new customers too. When your current customers are happy with you, they’re more likely to be an ambassador for you and tell their friends. 

5. Simple Account Planning 

Salesforce makes it simple to create plans for accounts. With all the customer information you need readily accessible, you’ll have an easier time placing that info into the correct accounts, and then making plans for those accounts for optimal results for the customer. 

Customers get products or services perfectly tailored to their needs, you stay organized, and you adjust your time effectively for each client. As these accounts are created, stronger connections are made with your clients by best meeting their needs, solving their problems, and keeping track of trends.

6. Trusted Reporting

With so much data pouring into your business, it’s easy to become lost. Salesforce keeps pertinent data organized and it helps you make sense of new data thanks to trustworthy reporting. 

Keep track of all the data your business collects from social media, website analytics, app information, business software, and more. Reporting takes this mountain of information and sorts it, analyzes it, and makes it actionable. With the accuracy of Salesforce tech, you know the numbers are right and the readings can be trusted. 

7. Improved Team Collaboration 

Lastly, team collaboration is a major benefit of Salesforce. The software allows you to connect and communicate with team members from anywhere thanks to the “Chatter” feature. This lets you connect with individual team members or full groups and chat about everything from your clients and their information to other work-related topics such as territory and product/service details. 

When the team is on the same page, your business is more cohesive and operates more efficiently so that deadlines are met and sales are finalized.

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You will now look at the final section of this tutorial on what is Salesforce.

Canon Case Study

Here, you will see the business challenges faced by Canon and how Salesforce helped the company resolve it.

Canon, the Japanese multinational company, had a significant challenge in tracking the activities of their vast sales staff regularly. It could not capture what its employees and customers thought about its products, services, and business operations. The company could not collect and analyze customer information to improve its business.

To solve these issues, Canon used Salesforce to connect with its employees and customers. It was now able to understand better the customer's needs and how customers receive new products. With Salesforce, sales representatives could now provide updates on customer engagements to supervisors in real-time. Canon was also able to generate insights by capturing customer activity.  

This shows how Salesforce has been key to helping Canon share information effectively to help their customers.

Also Read: What Does the Future Hold For Salesforce?

Check out the following video to learn about Salesforce -


Salesforce is a popular CRM platform today. After reading this tutorial, you would know what CRM is, why Salesforce, what is Salesforce, Salesforce services, and its applications.

If you are interested to learn more about Salesforce check out Simplilearn’s Salesforce Admin Certification Training where you will learn how to manage and develop apps for one of the most popular CRM platforms worldwide.

 Do you have any questions with respect to this article on what is Salesforce? If you do, then please put it in the comments section of this tutorial. Our team will solve your queries at the earliest. Click on the following video to know more: What is Salesforce?

About the Author


Simplilearn is one of the world’s leading providers of online training for Digital Marketing, Cloud Computing, Project Management, Data Science, IT, Software Development, and many other emerging technologies.

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