Frequently Asked Questions
  • Salesforce works only in the public cloud model. It means that:

    – all customers use precisely the same version of the software

    – updates are automatic – installed three times a year for everyone.

    – the Salesforce user community helps themselves within the forum, discussing the same functionalities working the same for each customer

    – a free Trailhead training package is synchronized with the current version of Salesforce and developed in the same update cycle as the entire platform.

  • Salesforce has business solutions to support the customer lifecycle from marketing through after-sale service. It is based on applications belonging to the SaaS (Software as a Service) layer. These are Marketing Cloud, Sales Cloud, Service Cloud, Demandware.

    In turn, these solutions are built upon the AppCloud platform, which is also available for customers. Thanks to that every customer can independently develop their own solutions, but also extend Salesforce solutions.

    AppCloud belongs to the PaaS (Platform as a Service) layer. The most significant advantage of AppCloud in comparison to many other PaaS in the market is that it is incredibly effective to develop solutions with it. Gartner classifies AppCloud as the leader of the High Productivity Paas quadrant. Building an app with AppCloud is several times faster than using traditional development technologies.

    By starting with Salesforce solutions designed for customer lifecycle management, organizations facing the challenge of choosing a CRM system can make the digital transformation of the whole company and move their business to the cloud. On one platform, without the necessity of integration, they can build the needed solutions around CRM in a short time. Just in weeks, not months or years.

  • Salesforce has many servers around the world. The major data centers are located in the U.S., Asia, and the European Union. At the time of signing a deal with Salesforce, customers indicate  the location of their servers.

  • For complete information, please visit the GDPR website.
    Craftware has implemented Salesforce in many companies in Poland. We have knowledge and experience that enables us to implement GDPR requirements.

  • Security is ensured by:

    – two-factor authentication – besides a login and password, in the second step of signing in, a user has to use a generated PIN within a specific time

    – IP-restricted sign in – restricted for example to specific office locations

    – SSO – Single Sign-Onsigning in to Salesforce using already existing sign-on mechanisms — thanks to that the user has only one login and one password to every application in the organization. The principles are similar to signing in to Spotify, with a Facebook username and password.

    – login time restricted to the range of business hours.

  • In all aspects of Customer Experience (marketing, sales, service) and related. In addition, Salesforce can support internal processes in organizations.

  • Sales Cloud is a product that helps to automate B2B sales processes. It is perfect for conducting complex, long-term, and multi-stage sales processes.

  • This is an app store created for the Salesforce platform. Nearly half of these applications are free. They make it possible to expand the capabilities of the platform in a similar way as using phone apps available in Google Play and AppStore.

  • Salesforce provides integration with any system, whether in the cloud or in the customer’s environment. It can both actively refer to (call API) other systems or be called by other systems.

    Furthermore, Salesforce has its own integration tools ‒ Mulesoft, which supports all integration methods available on the platform.

  • Integration between phone call handling system and Service Cloud is based on active transfer of phone connection data directly to the browser of the user working on Service Cloud. Service Cloud identifies the customer by phone number and shows (raises) customer card automatically after the call is received. Service Cloud provides a 360-degree view of the customer and enables to work with customer’s matters effectively and in relation to his/her data.

  • The basic contact channels that Service Cloud supports are: e-mail, chat, web form, telephone, video chat. Other channels can be easily integrated with Service Cloud. We have also introduced channels, such as SMS, messages from customer panels, Facebook posts, etc., for our customers.

  • Yes, this is what Partner Community and Customer Community licenses are used for. These are functionally limited and designed for large volumes of users, who are not employees, but should have access to Salesforce apps. Using the configurator, you can prepare views of data and processes in Salesforce dedicated to those users.

    Typical use cases are as follows:

    Partner Community:

    • creating potential customers by a partner;
    • running sales opportunity together by the organization and a partner;
    • providing customer service together with a partner;
    • tracking partner activities across common sales opportunities, and tracking potential customers  using a mobile app;
    • sharing a knowledge base with partners;
    • groups and forums for communication both in terms of system data and general business discussions;
    • reporting partners activities;
    • other business-specific processes that can be built upon the platform and shared with partners.

     

    Customer Community:

    • creating and communication with respect to customer service in the organization;
    • changing customer data;
    • modifying consents for data processing and marketing contact;
    • a knowledge base for customers;
    • contact with a dedicated account manager;
    • customer discussion groups and forums;
    • other business-specific processes that can be built upon the platform and shared with customers, e.g., purchase of policies or Investment Fund Company units for financial institutions, reservations at beauty salons, checking accounts balances in telecommunication, power supply, leasing etc.

  • Yes, Salesforce has tools based on artificial intelligence such as Einstein Bot, Einstein Prediction Builder, Opportunity Scoring and many others. It is difficult describe them all here. Contact us to learn more.

  • Lightning is a modern user interface created from scratch by Salesforce. It allows us to customize application views to the business needs. It can also be extended with components built by implementation partners and those from AppExchange.

  • In Salesforce, Einstein refers to products that use artificial intelligence. There are more and more of these. We will be happy to discuss the use cases of particular functionalities. Some of them are described on our blog.

  • It depends. For quick implementations, which are based mainly on standard Salesforce functions, the time of the implementation is counted in weeks (3-5 weeks). In the case of tailor-made projects, where it is necessary to create modules, which implement the business needs outside of default solutions or require integration with other systems, we try to implement Salesforce as soon as it is possible from the start of work (3-5 months).

  • Sales Cloud is built on a robust and flexible security architecture trusted by companies around the world, including those in the most heavily regulated industries — from financial services, to healthcare, to government. Trusted by more than 150,000 companies across all industries and around the world, the platform provides security and control over everything from user and client authentication through administrative permissions to the data access and sharing model.

    Org Security — Salesforce protects your organization’s data from all other customer data by using a unique identifier that restricts access to your data at every level from anyone outside of your company — including us.

    User Security — User authentication (both delegated and SAML) combined with network-level security by IP address, session restrictions, and audit trails provides control and visibility into what users are doing in the system and their field history.

    Programmatic Security — Configurable authenticated sessions secure access to logic, data, and metadata. Salesforce even offers a source code scanner that produces a report analyzing the security of your code.

    Trust and Visibility — Trust starts with transparency, so Salesforce displays real-time information on system performance and security, and offers tips on best security practices for your organization. Learn more at trust.salesforce.com.

  • Based on our experience, we recommend a Product Owner as the main role, i.e. a person responsible for the implementationat the customer side (responsibility for business and technical requirements, coordination of other people at the customer side, responsibility for further system maintenance and development).

    In addition, for the project to be successful, it is necessary to involve the sponsor/sponsors of the project (most often a CEO, board members). Also, the owners of business process that will be covered by CRM, the IT department (meaning the architect who knows the systems in the company comprehensively, and people responsible for individual systems that will be integrated with the CRM).

    Ambassadors (i.e., selected end-users of the system) and external suppliers — IT in the case of integration with external systems — are also important. These can also be marketing agencies conducting campaigns for the company (in the case of Salesforce Marketing Cloud, Audience Studio, Pardot).

  • During the Salesforce implementation and at the end of it, as an implementation company, we most often carry out training sessions in the Train the Trainer formula. We very often provide more or less extensive support after the implementation. Nevertheless, we aim for the customer to be as independent as possible in the use and management of the system, which is why we usually help in more complicated cases and issues.

    Moreover, Salesforce has unique educational formula on the market – at www.trailhead.com, you can find extensive learning paths, which are fully interactive, based on gamification. Thanks to them, you can learn Salesforce Platform along different paths: business, administering, or even programming.

  • We aim for our customer to be as independent as possible after the implementation project and have one or a few admins, who will be an internal support line. However, often  customers decide to have additional support from us so that they can have experienced partners in case of more complicated issues.

  • Mainly, it is the range of functionalities. Salesforce Marketing Cloud is a comprehensive tool designed for organizations working in the B2C environment (for example, e-commerce, retail). There we have a significant volume of recipients, transactional process of conversion and sales. In turn, Pardot proves in B2B organizations (such as Craftware) where customer volume is lower, and the sale process is longer, and often led by the sales team.

    To know the differences better, we encourage you to visit our website about Marketing.