Feature Category

Description

Account and Contact Management

Provides a complete view of your customers, including activity history, key contacts, customer communications, and internal account discussions.

Lead Management

Helps track the right leads, optimize lead conversion rates, and automate lead qualification processes.

Opportunity Management

Tracks sales deals, stages, quotes, and more to better forecast revenue and streamline the sales process.

Sales Forecasting

Offers tools that provide insights into sales predictions and help adjust metrics based on performance.

Workflow and Automation

Features like Process Builder and the new Flow for automating processes within the sales journey, such as approvals for discounts or expenditures.

Sales Analytics

Real-time visibility into sales activities with customizable reports and dashboards.

Integration and Customization

Seamlessly integrates with various platforms and allows extensive customization to fit specific business needs.

Sales Collaboration

Facilitates collaboration across the sales team with tools like feeds, chat, and communities to share insights and solve problems collectively.

AI-Powered Insights

Incorporates AI for predictions and recommendations (predictive analytics, lead scoring, intelligent recommendations) to drive smarter selling decisions.

LinkedIn Navigator

Integrates with LinkedIn for enhanced social selling capabilities.

Salesforce Outlook Integration

Integrates with Outlook, enabling tracking of email communications directly within Salesforce.

AppExchange Marketplace

Access to a wide variety of third-party applications that extend the functionality of Salesforce.

Files Sync and Share

Allows easy sharing and real-time tracking of file updates, ensuring all team members have the latest information.

Territory Management

Helps manage sales territories to match sales reps with the right areas based on geography and other factors.

Quote Management

Enables creation of quick, accurate quotes that can be easily converted into invoices and payments.

Mobile Accessibility

Full access to all sales data and actions from mobile devices, facilitating efficient work from anywhere.

Sales Performance Management

Enhances team performance through targeted goal setting, feedback, and rewards.

Partner Relationship Management

Helps build a connected network of partners to work together more effectively on sales processes.

Feature Category

Description

Case Management

Allows agents to capture, track, and resolve customer issues across multiple channels in one central location.

Omni-Channel Routing

Automatically routes cases to the appropriate agent based on availability and expertise, ensuring efficient resolution of customer inquiries.

Service Console

Provides agents with an integrated view that includes all necessary customer information and tools for efficient case handling.

Knowledge Management

Enables the creation, management, and sharing of knowledge articles, which help agents solve cases faster and provide consistent answers.

Telephony Integration (CTI)

Integrates with various telephony solutions to provide computer-telephony integration capabilities within the service console.

Automated Workflows

Automates common processes such as case assignment, escalation, and communication to streamline operations and reduce manual work.

Chatbots and Automation (Einstein Bots)

Leverages AI to provide automated responses and assistance through chatbots, helping handle common customer queries automatically.

Field Service Management

Manages workforce in the field, including dispatch, scheduling, and tracking, to ensure on-site service tasks are completed efficiently.

Live Agent Chat

Provides real-time chat support, allowing service agents to communicate instantly with customers for quick problem resolution.

Social Customer Service

Integrates social media platforms for monitoring and responding to customer service inquiries made through social channels.

Mobile Service

Enables agents to access the Service Cloud and manage cases from any mobile device, providing flexibility and accessibility.

Service Analytics

Offers data-driven insights and reporting tools to measure service metrics and agent performance, helping optimize operations.

Service Contracts and Entitlements

Manages warranties, entitlements, and service contracts to ensure customers receive services according to their agreements.

Customer Self-Service Portal

Provides customers with self-service capabilities through customizable portals where they can find information and resolve issues on their own.

Visual Remote Assistant

Allows agents to visually guide customers through a service process or problem resolution in real-time using video or AR.

Service Cloud Einstein

AI features that enhance the service experience by predicting, recommending, and automating actions based on customer data.

Einstein Article Recommendations

Suggests relevant knowledge articles to agents in real-time, helping them resolve cases faster.

Einstein Case Classification

Automatically classifies and routes cases based on historical data, improving the efficiency of case handling.

Einstein Reply Recommendations

Suggests responses to customer inquiries, helping agents provide faster and more consistent answers.

Einstein Next Best Action

Provides agents with real-time suggestions for the next best steps to take in a service process, optimizing customer interactions.