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(DevOps) What is Salesforce Genie Real-time Data Platform? How does this empower Salesforce Customer 360?

 

(DevOps) What is Salesforce Genie Real-time Data Platform? How does this empower Customer 360 Platform?


Salesforce, the global leader in CRM, on their 20th annual event unveiled Salesforce Genie, a hyper-scale real-time data platform that powers the entire Salesforce Customer 360 platform. With Genie, every company can turn data into customer magic, delivering seamless, highly personalised experiences across sales, service, marketing, and commerce that continuously adapt to changing customer information and needs in real time.


source: salesforce.com



What is Salesforce Genie Platform?

Customer 360 platform is an integrated CRM Platform that captures customer data from every step of its journey which is captured at one place (data lake). It enables different teams to work together by unifying analytics, sales, services, commerce and IT under a single CRM platform.

Salesforce Genie platform is a new functionality empowers the existing Customer 360 Platform. Under the hood, Salesforce Genie is built on the most trusted infrastructure called “Hyperforce”. Genie provides real-time flow automation to cut down tedious processes by automating across connected systems and enables designing business processes with just few clicks. Genie’s real-time Einstein AI enables IT teams to embed intelligence everywhere and create smarter apps for employees and customers. Real Time Genie Hyperscale Data platform powers the entire Customer 360 platform to deliver seamless, highly personalised experience across sales, services, marketing and commerce that continuously adapts to changing customer needs and requirements in real-time.

source: trailhead.salesforce.com

At the heart of Salesforce Genie platform is data ingestion engine such as data lake which stores real-time data streams at a massive scale combining it with transactional data. This data lake is accessible across entire Salesforce and industry solutions.

But the idea here is not just to collect a data pool without distilling this data to provide unified views to customers. The magic with Salesforce Genie happens with the customer graphs it provides which evolve dynamically that can be activated across Customer 360 platform which allows personalised offerings to be provided to customers easily. 

How is Salesforce Genie empowering Salesforce Customer 360 Platform? 


Let's understand how Genie empowers the existing Customer 360 Platform:

1. Sales Cloud with Sales Cloud Genie - Salesforce Customer 360 on Sales Cloud provides a complete view of leads including customer information. The sales rep can provide relevant 

With Sales Cloud Genie, the Customer 360 platform is enhanced to provide real-time data using Salesforce Customer Data Platform Cloud (CDP).  Salesforce CDP aggregates individual customer's data at every point which is represented by a unique identifier and makes it accessible across multiple platforms. Each customer has a universal profile and ID that can be utilised all across Salesforce and Industry solutions.

2. Service Cloud with Service Cloud Genie - Salesforce Customer 360 on Service Cloud provides the agent with all the information captured by the sales team when the customer made their purchase. The agents can then quickly respond to customer's queries and needs. 

Service Cloud Genie enhances Service Cloud to get real-time alerts that detects challenges, allows agents to intervene to engage with customer to resolve the issues pro-actively.

3. Marketing Cloud with Marketing Cloud Genie - Salesforce Customer 360 on Marketing Cloud provides marketers with personalisation features which they could provide to customers they have know for years, live campaign data which shows what marketing assets customers are actively engaging with, allows optimisation of campaign budgets in real-time saving costs and making marketing more effective.

Market Cloud Genie enhances Marketing Cloud by allowing personalised messages across channels based on customer activity to quickly adapt to various brand features in real-time. 

    4. Commerce Cloud with Commerce Cloud Genie - Salesforce Customer 360 on Commerce Cloud connects e-commerce to service, marketing and sales channels with complete solutions for B2B and B2C commerce. B2C commerce solution provides a unified digital commerce experience both online and offline to buyers and sellers. B2B commerce solution provides seamless, self-experience online shopping with all B2B functionality to buyers on demand.

    Commerce Cloud Genie empowers Commerce Cloud to provide personalised shopping experience with real-time data. This allows Salesforce to tailor product offerings and enhance shopping experience adapted to customer actions, including abandoned carts and online and mobile purchases.


    5. MuleSoft Genie - With MuleSoft RPA and MuleSoft APIs on Customer 360 platform, every business can unlock data across any legacy system to automate solutions across the Salesforce platform. 

    6. Tableau Genie - Tableau Genie provides businesses with tools and real-time data on purchases for sales, spikes for services and web-traffic data for marketing teams allowing to create new KPIs and monitor KPI's in real-time.

    7. Slack Genie - Slack Genie provides intelligent workflows enabling different teams to view real-time data from any channel automatically. This increases efficiency and productivity across the Customer 360 platform for businesses.

    Apart from the above, the new real-time Customer 360 platform allows to be extended with partners. The full list of new Genie innovations, including strategic partnerships are available here.

    More information on Salesforce Genie and product overview is available here. 


    Sources - trailhead.salesforce.com, Salesforce.com

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