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Salesforce Customization Services

A good business is not only measured through their products or service offerings. Having a great relationship with customers or clients is also a factor of what makes a business or company successful. This is also referred to as customer relationship management (CRM) which is the approach companies use to analyze and improve their customer interactions. Businesses use CRM systems to manage customer relationships and help them stay connected with their clients. With the help of this tool, businesses can also improve their own products or services that will add value to their relationship with customers.



When talking about CRM systems, the most popular platform is Salesforce. Salesforce is a cloud computing software as a service (SaaS) company that is specifically designed for CRM. This means that companies who use it can access their data storage and track their analytics anytime, anywhere easily unlike other traditional CRM platforms. Also, by using various Salesforce tools, it is easier and faster for businesses to materialize their ideas instead of building their own tools. Other benefits of using Salesforce are:

It is cheaper than other CRM systems
It is highly customizable
It is easy to use and manage
It can be easily integrated with third-party apps
It is robust
It stores comprehensive customer information
It makes better account planning

Based on the reasons above, it is no wonder that many companies and businesses opt to use Salesforce as their main tool to improve their customer relationships. Automating workflows can boost the employees’ productivity as it makes their jobs easier without worry of other processes getting hindered. Communicating with clients will be seamless and closing deals will be faster.

Salesforce customization improves a company’s operations by modifying the system so that it would reflect and meet its own specific business goals. When properly implemented, Salesforce gives a 360-degree view of each customer that allows companies to analyze them better. Customization also lets them streamline all their business processes which helps all members work harmoniously and be able to achieve the goals that they set. These processes can be monitored by generating automatic reports in the database. Reports can be configured depending on what the company needs in order to have an accurate reading.

Not only does Salesforce customization help in understanding and maintaining customer relationships, it can also generate much-needed leads and help in a company’s campaign management.

What Is the Difference Between Customization And Configuration?

To better optimize Salesforce tools, companies can either opt for a configuration or customization. These two terms are often used interchangeably but they are actually different in terms of functionality.

Configuration refers to everything that can be done in the Salesforce system and built-in tools. It refers to the utilization of user-defined values that enable a feature or module to function. Configuration can be mostly done by yourself but you may also get an administrator to achieve higher returns. Some characteristics of Salesforce configuration are:

Email setting
Configuring workflows
Creating custom fields
Creating reports
Integrating modules
Changing page layouts and user interface
Altering setups

On the other hand, customization is a more complex process that takes Salesforce optimization one step further. It refers to the custom development of code to add more features and functionalities that are not present in the application. It also applies when certain actions are not attainable after configuration so triggers are added to a certain object. Some examples and features of Salesforce customization are the following:

Real-time third-party integration
Adding Apex code and triggers
Generating vCard from a given contract
Building VisualForce pages
Using CSS to alter page layout
Building lead capture forms
Building custom portals

Some may find it difficult to choose between Salesforce configuration and customization. Configuration should be used when the built-in features of Salesforce are already fitting with the business processes and if there are multiple users who will be using the platform for a long time. It is also wise to choose configuration when the company is acting on a limited time and budget.

Meanwhile, customization should be used when third-party integration is needed to improve business performance and when standard reports are not enough to get information. It is also advised to use customization if end users have a hard time adapting to a configured platform. If a business only has one client with strict deadlines and there is enough budget and timeline, customization is the way to go.


All businesses want to be successful. They all want to give the best services to their customers at all times. With a powerful tool such as Salesforce, companies are able to bridge the gap between them and customers by personalized experiences that will build their relationship. This CRM platform allows businesses to align and achieve their goals using its different components such as Managed Services, Service Cloud, and Support Service.

Salesforce Managed Services
The SalesForce platform is arguably the best CRM system right now but it can only be effective when it is properly maintained and managed. With SalesForce Managed Services, focusing on business goals have never been more manageable. A team of experts will provide technical support and detect any problems early on. They will ensure that the database is fully optimized and secured which improves data quality.

With managed services, there is no need to worry about business being interrupted. Any modifications or changes will not affect business operations and activities. Because of this, companies can make better management decisions and improve their campaigns that will lead to better lead generation and user engagement.

Salesforce Service Cloud
The Salesforce Service Cloud is a CRM platform designed for customer service and support. The purpose of this is to automate and streamline processes so that customer service can quickly respond to customer needs across many channels and devices. The Salesforce Service Cloud has features and benefits such as:

Lightning Service Cloud where agents can access comprehensive customer information
Case Management which allows agents to resolve multiple cases faster with the help of a streamlined dashboard that shows all records of customer interaction
Workflow and Approvals where service or approval process is simplified by making it automated
Omni-Channel Routing wherein cases are automatically matched to an agent with the appropriate skill set and availability
Social Customer Service which allows agents to monitor and respond to customer inquiries or posts on different social media channels
Automation with Macros which automates repetitive customer service tasks to resolve issues quickly and efficiently
Telephony Integration wherein agents can manage service calls within the console and instantly log notes

Salesforce Service Cloud can also be used through a mobile app for easier access and it can include live agent web chats and on-screen guided assistance. With this platform, tracking and managing customer’s assets and orders is easily done.

Salesforce Support Service
Salesforce Support Service is a cost-effective way to get strategic and technical guidance from experts to transform the business into an effective one. These experts can help:

Monitor Salesforce system performance 24/7 and do monthly health checks
Provide administration support such as configuring custom and actionable reports, setting up workflows
Help in data administration
Implement system enhancements
User support
Build a strategy that is based on customer needs and business goals


As time goes by, competition gets harder among businesses. This is especially true for companies that are in a saturated niche. Every one of them wants to stand out so they need to have the best strategies. The solution to their problem is implementing Salesforce tools. However, the CRM platform can be hard to navigate at times especially when talking about customization but there are many Salesforce service providers or partners that will help utilize all the benefits the platform has to offer.

Salesforce Service Providers are usually made up of a team of experts that know their way around the platform. They will be able to help in the seamless implementation and give thorough maintenance and support for business needs.


Salesforce is a great solution to a business’s marketing, sales, and customer service needs. With its automation capabilities, Salesforce is able to streamline all business processes and workflows that help improve customer relationship and employee productivity. By implementing this system, overall business performance will definitely improve.

An example of an effective Salesforce implementation is when it allows a smooth collaboration between departments as it provides a common ground. It also improves their communication which lets them discuss ideas and build better strategies to enhance customer interaction and lead generation. Not only does this help in customer retention, it also helps improve employees’ performance as well.

Another example of good implementation is when a business uses Salesforce solutions to develop their customer service. By using Salesforce, businesses can efficiently manage customer support all in one place. It makes responding to clients easier and can even make the support personalized in order to boost customer loyalty. Great customer service is one of the factors that clients look at a company. Salesforce allows businesses to keep everything organized and comprehensive so agents can give the best support.

As always, best of luck!

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