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BI/Customer Data Management

Increasingly, companies know they need data to make informed business decisions. But getting actionable data in real time can be problematic. Getting access to data that they can make sense of quickly enough and that they can act on in a timely manner is easier said than done. This kind of data insight requires that data is accurate and up to date, well-integrated from various departments, and digestible even for the business side. This requires business intelligence software as well as strategies to make customer data actionable. Tools like the Salesforce Analytics Cloud, as well as the IoT Cloud, are designed to help executives digest data points and take action, directly from the user interface they are working in, in real time. This topic area covers tools in the Salesforce platform such as Salesforce Wave and the IoT cloud and how they enable data visualization and practical customer data analytics. This topic also covers various third-party business intelligence tools and how they integrate with Salesforce – or don’t and how they enable this pursuit of real-time, actionable data.

Recent Definitions

  • predictive analytics

    Predictive analytics is a form of advanced analytics that uses both new and historical data to forecast activity, behavior and trends.

  • customer journey map

    A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.

  • Salesforce Customer 360

    Salesforce Customer 360 is a cross-cloud customer data platform used to improve the consistency and collaboration among B2C marketing, commerce and service applications.

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Customer Experience

Customer experience management is a key area for the Salesforce platform, from mobile CRM for sales reps to the new Lightning UI in various applications to technologies to improve customer service via the Service Cloud. It involves understanding sales, service and marketing from the customer point of view and using all data available to enhance that customer experience. As companies try to gain competitive edge in the marketplace, customer experience management (CEM) is critical to those efforts. This section covers the Salesforce tools and strategies to manage customer experience. From the Sales and Service Cloud to the Marketing Cloud, this topic explores how companies are using Salesforce, and third-party tools, to enhance and manage customer experience. This topic explores how companies are using mobile devices, social platforms and collaboration tools like Chatter to gauge customer sentiment and help customers have a better customer experience. We also explore tools like social media monitoring, contact center infrastructure and omnichannel experience strategies to manage customer experience.

Recent Definitions

  • Salesforce Service Cloud

    Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals.

  • What is customer experience management (CEM or CXM)?

    Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences.

  • customer journey map

    A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.

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Marketing Automation Software

As companies grow and expand their customer bases, marketing automation software and strategies are designed to help companies achieve scale and operate more efficiently in their marketing campaigns. Marketing automation software can help you target and segment your audiences and personalize messaging based on their profiles and preferences. Marketing software can automate the formerly manual, painstaking processes of creating copy, segmenting audiences and personalizing campaigns – without errors. Marketing automation software can help marketing departments achieve this at scale. Salesforce marketing automation, with the Marketing Cloud and Pardot, also enables companies to better understand their audiences through visual tools like customer journeys a, which enable companies to map out how to take action with customers following a campaign or other interactions.

Recent Definitions

  • content personalization

    Content personalization is a strategy that tailors webpages and other forms of content to individual users' characteristics or preferences.

  • marketing-qualified lead (MQL)

    A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate that he is likely to become a customer. 

  • marketing automation

    Marketing automation is a type of software that allows companies to effectively target customers with automated marketing messages across channels including email, websites, social media and text messages to generate sales leads.

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Sales Management Software

Today’s sales teams need various tools to increase sales performance. Sales teams need greater automation and discipline in their processes. With more automation of workflows and alerts, lead management tools and other Salesforce automation software, sales reps can be more effective and boost sales revenue; they can also target a more appropriate, revenue-generating customer base. This topic explores how sales reps can better understand their prospects and leads in the pipeline and take action based on the insights they gain from sales management tools. Tools like the Salesforce Sales Cloud, Salesforce Wave, as well as third-party tools that integrate with Salesforce can help sales teams get a handle on their customer bases and become more efficient and revenue-generating. This topic discusses sales enablement software tools as well as the best practices and strategies that sales teams should employ to streamline sales processes, manage leads and use data to boost sales performance. Learn how tools like the Salesforce Sales Cloud and other tools in the Salesforce platform enable companies to better understand their pipelines and customers and take action. Sales management software, paired with best practices, can help sales teams identify the right prospects, nurture them and convert them into customers and retain them by understanding their needs throughout the customer journey. Learn how automation, alerts, workflows, visualization and other tools can augment sales processes and boost productivity and revenue. Get information on the Salesforce Sales Cloud and how it can help sales teams automate formerly manual tasks and gain better insight into their prospects and customers.

Recent Definitions

  • ToFu, MoFu and BoFu

    ToFu, MoFu and BoFu is a method used by sales and marketing professionals to pace and cater their approach to sales leads within a sales funnel, depending on the customer’s current phase of the purchase decision.

  • lead scoring

    In the B2B industry, lead scoring is a methodology used by sales and marketing departments to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services.

  • partner relationship management (PRM)

    Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners who sell their products.

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Careers and Education

This section offers the latest information, strategies and advice for anyone looking to start a Salesforce career or those looking to advance in Salesforce-related job. Find opportunities for Salesforce practitioners to cultivate connections within the Salesforce community and exchange advice, as well as news and tips on practical skills, such as Lightning development and Salesforce platform implementation advice.

Recent Definitions

  • Salesforce Solution Architect

    A Salesforce Solution Architect is someone who has been certified for demonstrating the capabilities to build and design solutions across Salesforce platforms.

  • Salesforce Dreamforce conference

    Dreamforce is a annual user conference hosted by Salesforce in downtown San Francisco.

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Application development has become a major area of focus for the Salesforce platform to build efficiency, intuitiveness and mobility into apps, such as the Sales, Marketing and Service Clouds. Development also involves creating new apps that sit on top of Salesforce that can bring efficiency and automation, and reflect companies' processes. Salesforce development involves technologies, such as Heroku, Lightning and Force, to build intuitive, easy-to-use apps or make enhancements to the platform. This section is designed to help developers, admins and others new to the platform, hone their skills in Salesforce development. This section also provides Salesforce practitioners with a community of experts with which to trade ideas and best practices. Check out these Salesforce development resources for more on coding tips and best practices.

Recent Definitions

  • Salesforce Trailhead

    Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform.

  • Einstein Voice

    Einstein Voice is a voice user interface (VUI) that uses natural language processing (NLP), voice recognition and artificial intelligence (AI) to translate and perform basic administrative tasks for Salesforce customers.

  • Salesforce DX

    Salesforce DX is a Salesforce product in the App cloud that allows users to develop and manage Salesforce apps throughout the entire platform in a more direct and efficient way.

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Partners and Ecosystem

The Salesforce platform is built on partnerships with third parties, consultants and others. This section cover the extensive Salesforce community and the CRM marketplace more generally. Learn about Salesforce competitors, such as Oracle, SAP and Microsoft. Also get resources on Salesforce partners and the various applications that interact and integrate with the Salesforce platform, including apps for enterprise resource planning, human resources, enterprise content management, supply chain management and more. This topic explores third-party applications that integrate with Salesforce through APIs or third-party applications that don’t have connectors to the Salesforce platform. Find resources covering issues of data integration, user interfaces, Lightning development and more, as well as information on the prospects for building new applications and services on top of the Salesforce platform via Salesforce partners and ecosystem. This topic also explores the Salesforce marketplace more generally, including Salesforce competitors as well as third-party offerings that work with Salesforce.

Recent Definitions

  • partner relationship management (PRM)

    Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners who sell their products.

  • core HR (core human resources)

    Core HR (core human resources) is an umbrella term that means the basic functions of an HR department; the basic data captured about employees; and the software used to manage basic HR processes.


    FinancialForce is a cloud applications company that makes enterprise resource planning (ERP) software for, a Platform as a Service (PaaS) offering from

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  • risk assessment

    Risk assessment is the identification of hazards that could negatively impact an organization's ability to conduct business.

  • PCI DSS (Payment Card Industry Data Security Standard)

    The Payment Card Industry Data Security Standard (PCI DSS) is a widely accepted set of policies and procedures intended to ...

  • risk management

    Risk management is the process of identifying, assessing and controlling threats to an organization's capital and earnings.




  • risk mitigation

    Risk mitigation is a strategy to prepare for and lessen the effects of threats faced by a business.

  • call tree

    A call tree is a layered hierarchical communication model that is used to notify specific individuals of an event and coordinate ...

  • Disaster Recovery as a Service (DRaaS)

    Disaster recovery as a service (DRaaS) is the replication and hosting of physical or virtual servers by a third party to provide ...


  • RAM (Random Access Memory)

    RAM (Random Access Memory) is the hardware in a computing device where the operating system (OS), application programs and data ...

  • business impact analysis (BIA)

    Business impact analysis (BIA) is a systematic process to determine and evaluate the potential effects of an interruption to ...

  • M.2 SSD

    An M.2 SSD is a solid-state drive that is used in internally mounted storage expansion cards of a small form factor.