Use the Platform to Optimize Your Business

Learning Objectives

After completing this module, you’ll be able to:

  • Summarize the three ways you can build around your customer with the Salesforce Platform.
  • Explain how you can optimize your business by using the Salesforce Platform.

Welcome back! Earlier you learned about the benefits of the Salesforce Platform, now, let’s take a hike up the path to customer success and see how the Salesforce Platform lets you build better experiences for your customer.

What can you do with the Salesforce Platform?

With the Salesforce Platform, there are three ways you can build around your customer faster:

  1. You can extend the power of your CRM with the Lightning framework and Ecosystem.
  2. You can engage every employee with apps and communities.
  3. You can transform your customer experiences with apps and connected devices.

Checkpoint #1: Extend the Power of Your CRM

The Salesforce Platform is the foundation for every app Salesforce builds and every app our partners and customers build, too. (That’s you!) That makes it the perfect place to quickly customize or add on almost any functionality you need.

How? We’re glad you asked!

The most important way you can extend the power of your CRM is by tailoring Salesforce to fit your unique business needs. It’s a lot like buying an awesome jacket that, with the sleeves taken in and the shoulders let out, fits perfectly. Whether you’re a manufacturing company with a unique sales discount process that requires multiple approvals, or you’re a healthcare company that wants to securely store your patient data and send patients surveys after appointments—the Salesforce Platform will be the right fit.

And if tailoring helps you extend the power of your CRM, then the Lightning framework becomes the best needle-and-thread on the market. With the Salesforce Platform and the declarative and programmatic tools provided by the Lightning framework, you can customize app user interfaces, automate unique business processes, embed additional functionality with third-party apps, and build your own custom components. The Lightning framework is our set of low-code tools that lets anyone tailor Salesforce with point-and-click configuration.

This shows how easy it is to customize Salesforce yourself with the Lightning App Builder Module

In addition to tailoring, you can also make your existing Salesforce CRM more powerful by unlocking and integrating your back office data from any system anytime. Remember that awesome jacket? Well, it looks even better with the right ensemble. Just the same, our platform is all about pulling together an ensemble that is both fly and functional for you. With the Salesforce Platform, you can integrate at every layer:

  • Identity
  • Data
  • Process
  • Presentation

—with Salesforce APIs, Salesforce Connect, and Heroku Connect. All the data, logic, and experiences you need can be embedded into apps so your sales and service teams have a 360-degree view of your customer, letting them help customers fast.

Watch a demo of Salesforce Connect to discover how well the Salesforce Platform plays with others.

Lastly, you can make your CRM more secure with a variety of additional platform services for security, application lifecycle management, and more. You can give your developers an environment to test customizations prior to going into production with sandboxes. You add more security and compliance on all your employee apps and data with Shield—which includes Field Audit Trail, Platform Encryption, and Event Monitoring—and customer apps with Heroku Shield.

Watch this demo to learn how Salesforce Shield can help protect, secure and encrypt your data.

Checkpoint #2: Engage Every Employee

Now that your sales and service people are looking (and feeling) pretty fly, every other employee is going to want to follow in your footsteps. No problem. With the Salesforce Platform, pulling together cool threads for them is just as simple. Since our platform is adaptable, functional, and advanced, it is really easy to deliver experiences for everyone else inside your business.

The Lightning framework doesn’t stop with tailoring Sales and Service apps. With tools like Lightning Bolt, you can quickly create entire employee communities with point-and-click tools. Communities aren’t just fast, they’re powerful, too. Employees can collaborate from anywhere, from any device, share files, and keep up with the company news.

You can create helpdesks, where employees can get answers to problems they may have, like how to reset their password or access a computer when locked out.

See how you can engage every employee with things like Help Desks and other employee communities in this module.

Create custom apps, that enable every one of your employees to move faster. You can create apps for any role or department, including IT, Finance, and Legal, that connect back to your CRM with the Lightning framework. And the options are limitless.

Slide shows how apps connect to your CRM with Lightning

Whatever you build on the Salesforce Platform, you can also access instantly on mobile with the Salesforce mobile app. It not only extends sales and service, but also all the custom apps you build for every department, giving you all data and customizations on any device—anytime, anywhere.

Checkpoint #3: Transform Customer Experiences

Lastly, you can transform customer experiences, extending the power of Salesforce technology directly to apps and devices that your customers use. Transforming customer experiences just means taking insights about your customers and using it to tailor a personalized experience for them. You can do this in three ways:

  • Connect devices
  • Build intelligent applications
  • Create branded websites

You can transform the experience around a connected device, by culling customer data from the devices they’re using—whether it be a Fitbit, a Philips, or a toothbrush. With Heroku, you can take in all data from the connected devices and turn it into intelligent customer experiences by triggering actions that take place inside Salesforce. That includes creating a new service ticket inside Service Cloud when a product fails, or creating a new opportunity for a customer inside Sales Cloud before they even reach out.

You can also build customized, branded mobile apps or websites for customers to capture what they’re doing within the application or website and tie that back inside Salesforce. This enables your employees to know your customers so they can provide them with better experiences. With Heroku, you and your developer team can build these customer-facing experiences in any modern language (like Ruby, Python, and so on) without the hassle of infrastructure.

That was a lot to learn, we know. Just take a second and let it all sync in. Now, imagine what your company can do with the Salesforce Platform and go do it!


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