International Journal of Engineering Trends and Applications (IJETA) – Volume 11 Issue 3 May - Jun 2024

RESEARCH ARTICLE OPEN ACCESS

Salesforce Combination of Multiple Technology

Harsh Choudhary, Pradeep Kumar
Computer Science & Engineering, Global Institute of Technology, Jaipur
Computer Science & Engineering, Global Institute of Technology, Jaipur
ABSTRACT
Salesforce is a type of cloud-based customer relationship management (CRM) platform that provides connectivity
to the customer and business for improving profitability. There are many CRM providers platform like – Hub-spot
Sales Hub, ZOHO CRM, Fresh sales, SAP Sales Cloud, MICROSOFT DYNAMICS 365 Sales but the difference
between the SALESFORCE CRM and other CRM IS Salesforce provides scalability and customization,
comprehensive ecosystem, industry-specific solution, innovation and AI, mobile accessibility these differences
make salesforce as a position of leader in CRM based industry, providing business with a powerful tool for
managing customer or client relationship to business to their sales to grow the business of any person effectively.
Keywords — Salesforce-CRM, Cloud-Computing,Salesforce-AI tools, Dev ops

34.86 billion dollar and salesforce has 72000

I. INTRODUCTION employees worldwide [6]. Salesforce platform is a
Salesforce started their journey in March, 1999 type of platform as a service that provide facility
contained out of a small apartment next to Marc for developers to add application to the main
Benioff’s house, atop Telegraph Hill, San salesforce.com application these Salesforce.com
Francisco. The three men that started working in application is hosted on Salesforce.com
this small office along with Marc? Parker Harris, infrastructure [7]. In Salesforce many types of
Frank Dominguez and Dave Moellenhoff. they Salesforces Developing like Salesforce admin,
make a poster of the Dalai Lama, Albert Einstein Salesforce Developer, Salesforce platform
and two Dogs. The goal of these to create software developer, Custom Developer, Integration
for business to make easy the task and solve the Developer, App Developer, Salesforce Architecture
task in a new way, to deliver software through a etc. Salesforce Admin is a part of making and
model known as Software-as-a-Service. This developing Salesforce application in
software provides best solution for those Salesforce.com. they have pre define libraries in
application which are based on cloud services. This which it has many types of objects and predefine
completely eliminated the need of large amount of fields in their libraries we can make application by
money in upfront costs, implementations that could using those features. If we want to make Salesforce
take years and for the ongoing complexities of by using our idea, we first learn HTML, CSS, JAVA
maintenance and constant upgrades. They make the SCRIPT for framework on “Visual Force” to
first prototype of salesforce working within a generate. I can tell you what I want make different
month of development, it was basic, barebones and User Interfaces by using this technology and by
was modelled to a same look like Amazon.com using “Visual Force”. Force.com application is
software with tabs across the top. Amazon was built using Apex. Salesforce Apex language is
something that gave Marc the inspiration to think, same as Java programming language. We use
why can’t business applications be delivered Salesforce Apex language in back end and use for
through a website that was as easy to use as developing Salesforce working types. In 2014, the
Amazon.com? in JULY 1999 Marc gave their full Force.com platform had 1.5 million registered
time to development in salesforce his first task was developers according to Salesforce [14]. App
to find an office that was as scalable as his software. Exchange launched in 2005, the Salesforce App
Marc took an office at the Rincon Center, it had size Exchange is an online app store that allows user to
eight thousand square feet, 10 employees are sell third parties apps and services. Trailhead
working in it, Parker was concerned. By November launched in 2014, Trailhead is a free online
1999 there were desks in hallways, people working learning platform with courses on Salesforce
full time in conference rooms, and by November technologies. Salesforce, Inc. is an American
2000, it was time for a move to One Market Street. cloud-based software company headquartered in
In 2000 salesforce officially launched in an event San Francisco, California. It provides customer
with theme “THE END OF SOFTWARE”. In 2004 relationship management (CRM) software and
salesforce went public with its IPO, raising capital applications focused on sales, customer service,
and expanding its market presence. In 2024 as of marketing automation, e-commerce, analytics, and
the latest update, Salesforce revenues reaching $ application development [15].

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International Journal of Engineering Trends and Applications (IJETA) – Volume 11 Issue 3 May - Jun 2024

II. LITERATURE REVIEW you computing infrastructure as storage, servers,

networking hardware maintenance and support.
IMPORTANCE OF CRM IN BUSINESS: -
Resources are available as a service Services are
Traditional business applications have always highly scalableDynamic and flexible GUI and API-
been very expensive, complicated and you need a based access
whole team of experts to configure, install, test,
run, update and secure software, hardware. You PaaS (Platform as a Service): Gives a platform for
eliminate all headaches using cloud computing developers to build, deploy, and manage
because you are not managing software, hardware
applications without any infrastructure. PaaS
that’s responsibility of an experienced vendor.
you just open a browser, log in, customize app, where you can you develop, test, and organize the
and start using it. Cloud computing means simply different application. The whole resources give in
storing, accessing data and programs over an form of server, storage and networking are manage
Internet of your computer’s as well as with an by company or a platform provider. Accessible to
online connection, cloud computing can be done various users via the same development application.
anytime, anywhere. Customer relationship Integrates with web services and databases. Builds
management (CRM) is a system for managing a
on virtualization technology, so resources can easily
company’s interactions with current as well as
future customers. CRM often involves using be scaled up or down as per the organization need.
technology to organize, automate and synchronize Support multiple languages and frameworks.
sales, marketing, customer service, and technical Provides an ability to “Auto-scale”.
support [12]. CRM cloud apps need to be
SaaS (Software as a Service): Provide software
easy to use for sales, marketing, and service
applications over the internet. SaaS does not
professionals in industry. An effective CRM
infrastructure is based on multitenancy, and with require any installations or downloads in your
multitenancy, you don’t have to worry about existing computing infrastructure. This eliminates
application or infrastructure upgrades because they the need for installing applications on each of your
happen automatically. computers with maintenance and support taken
over by the vendor. Managed from a central
III. CLOUD COMPUTING
location Hosted on a remote server Accessible over
Cloud computing is used for storing and access the internet Users are not responsible for hardware
data on remote that are available on internet. and software updates.
Imagine you have a Pen-drive that keeping your
documents like photos, movie, file, software, etc. FaaS (Function as a Service): Allows developers
[5]. far away to you Pen-drive is in your room you to run codewithout managing servers [12]. Cloud
put them in to spacious storage on cloud or over Computing Architecture: -Cloud Computing
that help access the data through the internet Architecture combination of cloud models. Cloud
anywhere and anytime.
models havetwo parts: -
Benefits: -
Cost-Effective: - Companies can reduce costs by User Interface: - Salesforce provide us user
paying onlyfor the services they use, following interface facility for make good looking interfaces
the ‘Pay as you and application for access cloud computing tools.
go’ principle. In Salesforce UI are predefined in Salesforce
Scalability: -Cloud resources can be easily scaled library we choose and make different-different UI
up or downbased on demand.
for Salesforce application and websites.
Maintenance-Free: -Cloud providers
handle servermaintenance, updates, Back End: - Salesforce provides us back-end
and security. facility for access interface features connectivity to
Accessibility: -Users can access data and server, data storage, virtual machine, security, and
applications fromanywhere with an internet deployment models. In salesforce we use apex,
connection. NodeJS, SOQL for back-end process.

Types of Cloud Services:

IaaS (Infrastructure as a Service): Gives virtual

computing resources like - servers, storage,
networking over the internet. An IaaS cloud give

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International Journal of Engineering Trends and Applications (IJETA) – Volume 11 Issue 3 May - Jun 2024

Private Clouds: -built within the domain of an

intranet owned by a single organization .it is client
owned and managed. Its access is limited to the
owning clients and their partners. Its deployment
was not meant to sell capacity over the Internet
through publicly accessible interfaces. Give local
users a flexible and agile private infrastructure to
run service workloads within them administrative
domains. supposed to deliver more efficient and
convenient cloud services [5].

Hybrid Clouds: -built with both public and private

clouds private clouds can also support a hybrid
cloud model by supplementing local infrastructure
Fig.1 Architecture of Cloud with computing capacity from an external public
ComputingTypes of Risk in the cloud. The Research Compute Cloud (RC2) is a
Cloud: - private cloud, built by IBM, that interconnects the
computing and IT resources at eight IBM Research
Policy and Centre scattered throughout the United States,
Organizational Europe, and Asia. Provides access to clients, the
partner network, and third parties[5].
RisksCloud
Service Failure
Technical Risks
Interception of Data
Distributed Denial-of-
Service AttacksLegal
Risks
Data
Priv
acy
Fig.2 types of cloud
Typ
Dev-Ops
e of
Dev Ops is a combination of Software
clou Development tools (Dev) and Operation (Ops).
Combination of Software tools for designed to
ds: -
increase the ability to deliver operation and
Public Clouds: -built over the Internet and can be services.
accessed by any user who has paid for the service.
Owned by service providers accessible through a History Of Dev-Ops
subscription. Many public clouds are available,
including Google App Engine (GAE), Amazon Patrick Debois called the “father of Dev Ops”,
Web Services (AWS), Microsoft Azure, IBM name was given in 2009” Dev Ops. in 2007 many
Blue Cloud, and Salesforce.com, Force.com. offer Engineers and software are facing the problem of
a publicly accessible remote interface for creating operation and testing problems in software and
and managing VM instances within them Engineer and developers are frustrated.
proprietary infrastructure. Delivers a selected set In 2008 a session was halt for this only one person
of business processes [5]. The application and was attending this session in this the team give
infrastructure services are offered on a flexible huge amount of negative feedback.
price-per-use basis. In 2009 Pall Hammond and John Allspaw conduct

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International Journal of Engineering Trends and Applications (IJETA) – Volume 11 Issue 3 May - Jun 2024

a lecture on “10 + Deploys a day: Dev and Ops performance of thesoftware.

cooperation at Flickr. Patrik watching the streaming Automation: - Dev ops team automate the
of this lecture at home in Belgium. Patrik found the software lifecycle if that are possible. Automation
solution of this problem and say I can solve this in dev ops give minimum errors increase
problem and started make solution of this problem. productivity and give best result. Automation
In 2016 Dev ops is in a new form of high include CI/CD means continuous integration and
performing companies. continuous deployment [4].
In 2018 a report was published on State of Dev Advantage and disadvantage
ops the report defines the 5 stages of Dev ops that of Dev-Ops: -Advantage: -
is level 0 to 5. Fast in deployment and development of
In 2019 the organization include more function or software. Increasing profit and decrease the
features and embedding Security (Dev Sec Ops) transportation time.Improve customer
Privacy Policy, data (Dev ops) and controls in experience and satisfaction.
their Dev ops process [1]. Dis
adv
Dev Ops solving problem: - ant
Dev ops solve many age
problems like: -law :-
failure rate in new Hi
software. gh
cos
Faster, minimum time in software
t
recovery. Take minimum time in
Lack of Dev ops knowledge
software problem fixing.Frequency
Minimum availability of Dev ops workers.
of Deployment.

Principle Of Dev-Ops: - Dev-ops in Salesforce

Salesforce Dev ops work same as original Dev ops
Collaboration: - Development and operation team that helpsdevelopment detect problems identify
collaborate and give the solution and product bugs and fix them beforereleasing. Dev ops
feedback to each other in whole process of increase the ability of teams to deliver newfeatures
product deployment cycle and merging and find the solution of problems. Dev ops
development and operation after process. In result organization need to develop new function for
give high quality. client andworkers. They customize the service.
Data Based Decision making: - it includes the This is the role of Dev. Working with a cloud
information and gathering data, data delivery platform like Salesforce cloud make aeasy
simple data driven solution how your idea make application because Salesforce takes care of you and
and increasing the productivity, scalability, givenservice but Dev ops is critical for Salesforce
reliability, and performance, measuring progress. platform.
Customer centric decision making: - in customer Feedback is not an information between the both
centric decision-making development and team it a way of learning new thing and implement
operation team sharing feedback of the product to new idea and innovation in application and their
each other and in whole process of their product service
in which development and operation team create Focusing on the customer and It’s important to
or make the best- and good-looking user understand the value that our work delivers, so we
interfaces better experiences for customer or can focus on activities that bring value and avoid
client. things that don’t.
Constant improvement: - in this section dev ops DevOps aims to bring similar benefits to the
team continuous improving the product and adding process of developing IT applications. Just like
the more function and more features in product or faster searching, communication, and shipping
in their services. have transformed our world, DevOps focuses on
Responsibility through the lifecycle: - End to End closing the gap between creative people and those
responsibility of Dev ops team. Dev ops team who can benefit from their work [2].
monitoring and optimizing the software. four key metrics to measure the effectiveness of
Developer, tester collaborate to each other and your development process:
improving the software and increasing Lead time: Time to deliver completed work to end
users Deployment frequency: How often you

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International Journal of Engineering Trends and Applications (IJETA) – Volume 11 Issue 3 May - Jun 2024

update production Change fail percentage: How Testing

often updates negatively impactend users Backup
Time to restore: How quickly you can recover from Code Scanning
a failure These four key metrices known as
“Software deliveryperformance”. This not affect Salesforce AI & Tools
the company its affect the wholeorganization. (S.
& K., 2018) [4]. Benefits of Salesforce AI: -
Improve Sales and Marketing: - Salesforce AI
customer data, identify patterns and predicting
behavior of buyers. Prioritize leads and close
deals more effectively.
Enhance Customer Experience: - AI chatbots and
virtual assistant provide support answer and solve
issue.
Increase Productivity: - Workflow automation
ensures timely notify task assignments and
remainders this effectively boost translates fast
response time and better resource.
Decision Making: - AI driven recommendation
guide strategic planning helping and allocate
resources effectively adapt to market dynamics
[10].

Real World Example of Salesforce AI Solution: -

They are Providing GPT version for give Solution
and increaseproductivity and sales.
Fig. 3 Chart of Software Delivery
Find the relationship between across the internet,
news and report and give us more information
How Salesforce Dev ops Is Different: - Many about it they connect and give reference for us.
people who build without code on Salesforce aren’t Create summary and identify keywords help us in
professional developers. IN Which Some are where we are lacking how we are lacking and
business user who combine their subject matter improving and checking our sales are active or
expertise with Salesforce skills to customize not.
Salesforce for their teams. These users may be less Make prediction using AI driven forecast backed
comfortable with command-line scripting and tools by data and explanation identify new pattern and
like Git that enable DevOps for other platforms. help us.
Copado is an AppExchange package that helps Automatically create email for customer using
you implement DevOps for Salesforce. Copado CRM
empowers admins, developers, and architects with Einstein GPT for Sales: Auto-generate sales tasks
a shared platform to plan, build, test, deploy, and like composing emails, scheduling meetings, and
monitor changes across teams. Copado DevOps preparing for the next interaction.
360 is an analytics package that gives executives Einstein GPT for Service: Generate knowledge
and team leaders even deeper insight and articles from past case notes. Auto-generate
governance to track progress, align teams, and personalized agent chat replies to increase
enable continuous transformation and customer satisfaction through personalized and
improvement [2]. expedited service interactions.
Einstein GPT for Marketing: Dynamically generate
Salesforce Dev personalized content to engage customers and
ops Pillar: - prospects across email, mobile, web, and
Version advertising.
Control Einstein GPT for Slack Customer 360 apps:
CI/CD Deliver AI- powered customer insights in Slack
Pipelin like smart summaries of sales opportunities and
e surface end user’s actions like updating knowledge
Autom articles.
ation Einstein GPT for Developers: Improve developer

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International Journal of Engineering Trends and Applications (IJETA) – Volume 11 Issue 3 May - Jun 2024

productivity with Salesforce Research’s proprietary Education (IJCSBE), 2(1), 38-41.

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