Understanding the concept behind salesforce.com
If the Sales and Service Cloud doesn’t do all you need, you can build your own application as well; that application can either extend the existing CRM application or can be completely standalone. This is known as Custom Apps. For instance, I can build a standalone application to attract job postings or applicants or a software development company could build an application to track customer reported bugs that extend the existing functionality of the existing Service Cloud.
App Exchange allows Salesforce partners to develop and distribute custom applications for Salesforce; as a Salesforce customer you can find applications on App Exchange and with just a few clicks install them into your Salesforce. It is similar to buying applications on your smartphone; many of them are even free as well. For instance, instead of building my own recruiting application I could instead install Job Science from the App Exchange, which is a full-featured recruiting Intel management app that is built entirely on Salesforce. And there are thousands of others to choose from.
Now Salesforce can do a lot more that all this but CRM in applications are a big part of Salesforce and it does them really well; here is why. You can’t talk about Salesforce these days without talking about Chatter. It something like FaceBook met Twitter met you company’s data! If you have just closed a deal and if you want to let your boss know? Just post on Opportunities in reference to your boss name; they get notified and can reply directly in email or through the chatter. You can use hashtags, create groups and follow both people and records to stay in the loop. You can even invite customers to join the conversation, which is pretty cool!
The next feature Universal Search was introduced when Chatter was launched. Using this you can search for any term in Salesforce and it will display the results for any records or indexed files that contain the search term, provided that you have access to that file or record. You can also create reports within seconds, create dashboards to graphically represent a group of reports and capture a great deal of information on a single page. You can run a report or a dashboard and refresh it; it is up-to-date within seconds. You can schedule reports and dashboards for automated emails as well. This is great if you want key metrics of your organization delivered to your inbox on a daily or weekly basis.
The Social Profile lets you view customers’ and prospects’ activities on social networks such as LinkedIn, Twitter and FaceBook directly in Salesforce. Privacy is respected as it uses your accounts on these services; so if you are friends with someone on FaceBook then you are going to be able to view their posts and none of this is directly stored on Salesforce. It just provides an easier way for you to find information readily.
You can access Salesforce on mobile devices too. Integration of email clients like Outlook to Salesforce is also possible so that everything is kept in sync.