Salesforce Genie announced this year is an innovative data platform recently unveiled at Dreamforce 2022, heralding the world’s first real-time CRM. Genie is the driving force behind Salesforce’s entire Customer 360 platform, delivering hyper-scale, real-time data capabilities.

With Genie, any business can harness the power of data to create magical customer experiences, offering seamless, personalized interactions across sales, service, marketing, and commerce. It adapts effortlessly to evolving customer needs.

Consider scenarios we encounter daily: the frustration of lengthy customer support calls navigating purchase history, or the challenge of locating specific items on cluttered e-commerce websites. These situations underscore the demand for real-time updates in every customer interaction, a demand that Genie aims to fulfill.

In the last 12 hours alone, the volume of stored customer data worldwide has doubled, explaining the delays in customer support. However, with Salesforce Genie, businesses can make sense of their data regardless of source, system, or channel. This unified data drives unprecedented levels of personalization, akin to magic.

Salesforce Genie’s Key Features:

  1. Real-Time Service: Delivering swift assistance even before a customer realizes they need it.
  2. Digital-Physical Integration: Analyzing signals from websites, ads, IoT devices, and more, bridging the gap between digital and physical realms.
  3. Unified Data Across Customer 360: Genie tracks the entire Salesforce platform (Customer 360), aggregating data from diverse sources across organizations to drive insights and actions across sales, service, marketing, commerce, MuleSoft, Tableau, and beyond.

Genie is pivotal for various industries leveraging Salesforce, like banks managing vast customer records and administrative tasks. Salesforce aims to enhance data utilization without altering existing approaches.

Salesforce Genie

Comparison with Salesforce CDP:

Genie transcends traditional Customer Data Platforms (CDPs) by:

  • Extending beyond marketing use cases to empower all Customer 360 departments.
  • Accelerating data processing with a zero-data copy architecture, eliminating the need for data duplication.

How Genie Works:

Genie ingests and stores real-time data streams at scale, integrating them seamlessly with Salesforce data. It consolidates data from diverse channels, legacy systems via MuleSoft, and proprietary data lakes through connectors.

Core Pillars of Salesforce Genie:

  1. Flow: Enables actionable processes through Salesforce’s metadata model, automating tasks and updates based on real-time data.
  2. Einstein: Utilizes Salesforce metadata for real-time predictions and insights.
  3. Genie: Salesforce’s hyper-scale data platform for ingesting, storing, and combining real-time data streams.
  4. Hyperforce: Built on Salesforce’s public cloud infrastructure, ensuring data residency, security, privacy, and regulatory compliance.

Salesforce Genie’s Extensibility:

Genie partners with leading data providers such as Snowflake and Amazon SageMaker, enabling seamless integration and real-time data sharing without data movement.

Unified Customer 360 Use Cases:

Genie unifies data across Salesforce’s Customer 360 products for various departments:

  • Sales Cloud: Empowers sales reps with real-time insights and recommendations.
  • Service Cloud: Facilitates proactive service with real-time alerts and resolution capabilities, leveraging IoT.
  • Marketing Cloud: Enables personalized, real-time messaging across multiple channels.
  • Commerce Cloud: Enhances shopping experiences based on real-time customer interactions.
  • Tableau: Tracks KPIs in real-time to drive informed decision-making.
  • MuleSoft: Provides real-time data access across modern and legacy platforms.
  • Slack: Integrates real-time data into team workflows for enhanced collaboration.

In essence, Salesforce Genie revolutionizes data integration and utilization, enabling businesses to deliver unparalleled customer experiences across all touchpoints.

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