• Generate more leads and move them quickly through the pipeline
• Engage buyers on their terms with dynamic, personalized campaigns
• Understand each step from click to close, capturing true marketing ROI

• Increase engagement and sell faster by reaching the right customers at the right time.
• Keep your pipeline fully stocked with a steady flow of high-quality leads.
• Create beautiful email campaigns that deliver.
• When marketing and sales are in sync, you can sell more effectively.
• Finally understand what’s working — and what needs some work.

• Create the exact customer experience you want within one powerful and flexible builder
• Easily build dynamic, multifaceted campaigns by making simple decisions at each step
•  Turn sales data into marketing action by triggering campaign activity off of CRM data

• Experience your marketing workflows the way your customers will with visual testing
• Find and fix gaps in your campaign logic — prior to launch
• Feel confident upon launching that your campaign will perform

• The exact success metrics you need, layered directly on your canvas for a quick glimpse at campaign health
• Spend less time jumping around between reports and more time making improvements
• Drill down to learn more about individual asset performance, right in the canvas

• Journey Builder. Create 1-to-1 consumer journeys across all channels and departments.
• Pardot. Unite marketing and sales on a single platform for B2B marketing automation.
• Email Studio. Build personalized email campaigns with the world's # 1 email marketing platform.
• Salesforce DMP. Capture and activate data from any source on a unified platform.
• Salesforce Data Studio. Power your marketing with data from the world's largest premium data ecosystem.
• Social Studio. Listen, publish, and engage with your customers through social media channels.
• Advertising Studio. Target 1-to-1 advertising using your CRM data to acquire and re-engage consumers.
• Mobile Studio. Personalize mobile entertainment including SMS, push notifications, and group messaging.

Connect to your customers in a whole new way with the world’s #1 CRM platform.

Sales

Give your sales teams the power to close deals like never before with Sales Cloud, the world’s #1 CRM solution. Increase productivity, fill pipeline with solid leads and score more wins without software, hardware, or speed limits.

Service

Enhance your customer support — from call-center software to self-service portals — with Service Cloud. Get more responsive, intuitive, and flexible service solutions that help you anticipate your customers’ needs.

Marketing

Deliver personalized customer journeys powered by the intelligent marketing platform for email, mobile, social, digital advertising, and DMP. Build 1-to-1 customer journeys with Marketing Cloud, the world’s most powerful digital marketing platform.

Commerce

Build better customer experiences and crush conversion rates with Commerce Cloud, the world’s leading eCommerce platform.

Engagement

Build custom apps connected to Salesforce, and get your apps to market faster, with Heroku cloud services and developer experience.

Platform and Ecosystem

Extend your sales and service capabilities with the world’s #1 CRM platform. Streamline, automate, and mobilize any business process using third-party apps or custom apps that you build yourself.

Integration

Connect any app, data, or device, whether in the cloud or on-premises, in one place: the MuleSoft Anypoint Platform. And bring data from any system, like SAP, Oracle, Workday, and more, directly into Salesforce.

Analytics

Make more intelligent, data-driven decisions that guide your business forward with Einstein Analytics. Artificial intelligence has simplified the entire analytics workflow, taking you from data to insight to action in minutes.

Industries

Find tailored solutions designed to meet the specific needs of your industry and transform every aspect of your business with Salesforce, the world’s #1 CRM platform.

Communities

With Community Cloud, create beautiful, CRM-powered experiences — fast. Use templates to quickly launch pre-built use-case-specific solutions for your customers and partners. Or start with partner-built industry-specific solutions and components.

Enablement

myTrailhead is the world's leading learning experience platform. Onboard employees faster, supercharge productivity, increase Salesforce adoption, and cultivate company culture.

Productivity

Create collaborative documents, spreadsheets, live apps, and slides with Quip. Embed live Salesforce data that automatically updates so you never have to worry that it’s out of date.

• Account and Contact Management. Have a complete view of your customers, including activity history, key contacts, customer communications, and internal account discussions. Gain insights from popular social media sites such as Facebook, Twitter, and LinkedIn — right within Salesforce.
• Opportunity Management. Get a complete view of your team’s deals with Opportunity Management. See stage, products, competition, quotes, and more. Stay connected to the people and information you need to close every sale.

• Lead Management. Track your leads from click to close, while continually optimizing your campaigns across every channel. Make smarter decisions about where to invest your marketing dollars.
• Sales Data. Get the right sales data at the right time with Data.com. Connect with key decision makers faster. Easily plan territories. Increase sales and marketing productivity with the latest, most accurate data.

• Mobile. Salesforce turns your mobile device into a portable sales office. You can log calls, respond to hot leads, work opportunities, or check dashboards, no matter where you are. And with mySalesforce, the experience can be customized to match your brand.
• Workflow and Approvals. Use Visual Workflow to rapidly design and automate any business process with drag-and-drop simplicity. And drive success with flexible approvals processes for deal discounts, expenses, and more.
• Files Sync and Share. Now it’s easier to share files, discuss them, publish the best, and track your content in real time. Quickly find what you’re looking for, share it securely, and even subscribe to receive alerts when something changes.

• Reports and Dashboards. Dashboards offer a real-time picture of your business at a glance. Dig deeper with detailed reports that anyone can create. And access your reports and dashboards from anywhere.
• Sales Forecasting. Fast, easy, accurate. Get a real-time view into your team’s forecasts. Use in-line editing, override visibility, multicurrency support, and more to stay on top of your business.

• Support customers over their favorite channel. Deliver instantaneous and personalized support via phone, email, chat, and now, the SMS messaging app of their choice with LiveMessage.
• Improve support with AI built for the Salesforce Platform. Give agents a deeper understanding of customers, and managers a complete view of the team with Einstein Analytics.
• See all the details of a case, at a glance. Boost agent efficiency - customer satisfaction - with a console that displays everything relevant to a case (even legacy system data), from any department, all in one dynamic, connected CRM solution.
• Resolve onsite service issues on the first trip. Improve your field service operations with a mobile-first experience that uses Einstein AI to ensure technicians have the right tools and parts to do the right job.
• Reduce case volume with a self-service portal. Give customers the option to help themselves with a custom, branded community that connects them to shared knowledge, helpful peers, and subject-matter experts.

• Get a 360-degree view by unifying, integrating, and connecting all your existing data from anywhere - even IoT devices, legacy databases, and back-end systems.
• Run your whole business from one mobile app. Be more productive on the go with Salesforce for iOS and Android. Get alerts, resolve issues, service customers, collaborate with co-workers, share files, and more.
• Customize Salesforce to work the way you want. Easily tailor your business processes and automate them using intuitive tools, workflows, and Lightning Components that anyone can build.
• Get new features and updates three times a year. Painlessly upgrade to the latest Salesforce releases, adding innovations like Lightning and Einstein artificial intelligence every four months.
• Do not worry about data security. Run your business with security.

• Anticipate customer questions and offer help when—and where—they need it most.
• Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.
• Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.

• Chat and agent reports: Track your chat volume, monitor agent productivity, and analyze metrics to anticipate customer needs and increase satisfaction.
• Real-Time Monitor: Monitor live data on chat volume, visitor experience, and agent performance.
• Conversion tracking: Create business goals to measure how often your customers complete target objectives—like making a purchase or signing up for your newsletter.

• Good looking out. The chat widget is an important brand touchpoint. Make sure it looks like you, so customers know who they’re talking to.
• Chat Badge. Our customizable Chat Badges let you put an inviting face on the chat widget. Choose from different layouts and themes, or even change the picture completely. The choice is yours.
• Web SDK. Build a fully customized end-user facing chat widget to offer visitors a unique and consistent experience.
• Third-party services. Chat can be added to any CMS including WordPress, Drupal, Joomla, Wix, SquareSpace, Shopify, Prestashop and Magento. 

• Delivering quality support while growing your business can be hard. Our sophisticated workflow management features makes things easier.
• Chat Routing. Automatically assign incoming chats to active agents. This ensures your customers receive prompt support and your agents aren’t overloaded.
• Chat Tags. Add tags to your chats, give your conversations context, and better understand your customers.
• Departments. Organize your agents into different teams based on skills, language, expertise, or even brand.
• Operating Hours. Create a daily or weekly schedule for the chat widget and only appear online during your business hours.
• Shortcuts. Create templated responses for common requests and deliver swift replies to customers.
• Roles and Permissions. Specify granular permissions for agents, and control what they have access to in Zendesk Chat.

• Zendesk Message lets your Chat agents connect with customers on messaging apps in a scalable, efficient way. Agents can manage multiple messaging profiles on one dashboard, get historical context on customer conversations, and transfer customer questions from your chatbot into Message.
• Multi-profile linking. Link multiple profiles from Facebook, Twitter, and Line. Funnel all conversations to a central location for your agents to manage.
• Timeline. Jump back to different points in a customer’s conversation history at the click of a button.
• Chatbot handover. Bring questions from your chatbot over to Message when customers ask to speak to an agent. This feature is currently only available for Message, not Chat.

• Mobile chat SDK. Add live chat to your mobile app using our 
• developer-friendly SDK. With just a few lines of code, your customers can ask for help without ever leaving your app.
• Mobile optimized widget. The chat widget is optimized for any and all screen sizes, ensuring your customer has a consistent experience across all their devices.
• Mobile apps. Chat apps for Android and iPhone keep support going when agents are on the move.

• Anticipate customer questions and offer help when—and where—they need it most.
• Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.
• Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.

• Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.
• Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.
• Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.
• Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.
• Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.
• Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.
• Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.

• Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.
• Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.
• Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.
• Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.
• Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.
• Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.
• Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.

• Grow what you know. Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.
• Give them the good stuff. Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience.
• Be better with bots. AI powered Answer Bot can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.
• Get smarter as you go. Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.
• A powerful pair. Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.
• You have what it takes. With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.
• Know thy self-service. Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.
• Thanks a bot. The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.

• Anticipate customer questions and offer help when—and where—they need it most.
• Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.
• Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.

• Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.
• Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.
• Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.
• Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.
• Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.
• Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.
• Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.

Zendesk Guide Features: