Products Flashcards
Force.com
Platform Core Service, Builds apps quickly with clicks or code
Lightning
Platform Core Service, Provides Salesforce UI customisation with Lightning apps or components
Heroku Enterprise
Platform Core Service, Builds highly scalable apps using modern development languages
Salesforce Platform Einstein
Platform Core Service, Adds intelligence and prediction to core app dev services
Scale
Platform Core Service, Processes billions of transactions and triggers rule-based act actions
Salesforce Connect
Platform Add-On, Accesses external data and integrates with Salesforce apps and processes
Shield
Platform Add-On, Provides additional encryption, event monitoring, and audit capabilities
Sandboxes
Platform Add-On, Provides partial or full copies of their Salesforce orgs to support development, testing, and training enviornments
Salesforce Indentity
Platform Add-On, Identifies and connects the business users to Salesforce, third-party clouds, apps, and devices
AppExchange
Platform, collection of pre-built apps or extensions from salesforce and its partners
Salesforce DX
Platform resource, a complete set of tools for developers to build Salesforce apps
Service Console
Service Cloud Agent Feature, a single workspace for agents with all the information and tools they need to solve cases
Omni-Channel Routing
Service Cloud Agent Feature, a complete view of an agent’s availability and customer wait times
CTI
Service Cloud Agent Feature, a phone system connected to the service console
Knowledge
Service Cloud Agent Feature, a knowledge base filled with articles and FAQs
Einstein for Service
Service Cloud Agent Feature, artificial intelligence that automatically triages cases and recommends actions to decrease average handle time
Dashboard & Reporting
Service Cloud Agent Feature, dashboards focused on the metrics service centers use most
Field Service Management
Service Cloud Agent Feature, a set of tools that extend service cloud to include all mobile workers, letting dispatch agents schedule and route cases to those in the field
Messaging
Service Cloud Customer Feature, A two-way mobile messaging service that lets businesses communicate with their customers via text, Facebook Messenger, WhatsApp, and more
Chat
Service Cloud Customer Feature, A live chat software that lets businesses and customers chat online in real time on their websites or in the company’s apps
Einsten Bots
Service Cloud Customer Feature, a chatbot solution that is embedded into apps or websites to handle common questions and gather information for agents
Self-Service help centers and portals community
Service Cloud Customer Feature, a customer-facing portal where customers answer each other’s questions, helping others access the answers they want at any time from anyhwere
Social Customer Service
Service Cloud Customer Feature, a platform that connects customers and businesses through social media
Embedded Service
Service Cloud Customer Feature, a way to integrate customer service –such as chat and messaging– directly into websites or mobile apps
CRM + Email
Salesforce Inbox Feature, automatically surfaces relevant sales cloud data, providing context for all customer interactions. Creates new leads, contacts, or opportunities and logs emails to sales cloud all without leaving the inbox
Insert Availability
Salesforce Inbox Feature, tightly integrates email and calendar to make coordinating meeting times easy. Adds availability to an email and allows customers to book a meeting with one click
Intelligent Notifications
Salesforce Inbox Feature, analyses email correspondence to help agents stay on top of every deal. Sends intelligent reminders if emails need follow up
Smart Send
Salesforce Inbox Feature, provides email templates and quick attachments to faciliate efficient replies to prospect emails. Offers “send later” option to schedule exactly when a message is received by your customer
Integrates with SF mobile app
Salesforce Inbox Feature, connects directly to the mobile app. Provides insights and updatable fields to keep data 100% accurate
Product Catalog, Selection, and Configuration
CPQ Feature, Creates product bundles for easy and predefined packages. Offers product options, configurations, and customisations. Uses rules and constraints for accurate product combinations
Pricing and Discount Management
CPQ Feature, Takes past purchase-based pricing into consideration. Manages approval workflows to streamline pricing and discounts
Contract and Subscription Management
CPQ Feature, Creates and manages assets, service contracts, subscriptions, and entitlements. Automates renewals, quotes, and contracts
Document Generation
CPQ Feature, Generates quotes and proposals with correct legal statements, cover letters, and relevant product information. Includes customisable quote and contract templates
Order Management
CPQ Feature, Automates order creation to streamline product fulfilment and provisioning. Creates orders with ramp start dates or different ship locations. Connects to back-end financials or ERP for a full view of customers from within Salesforce
Pardot
Sales Cloud Feature, aligns sales and marketing by using lead scoring and grading, prospect tracking, and lead nuturing to ensure the right leads go to the right agents at exactly the right time.
