Salesforce Announces Genie – A New Data Platform

Salesforce, the global leader in CRM, announces ‘Salesforce Genie’- A new data platform. It is regarded as Salesforce’s most innovative solution to date in the CRM industry. The entire Salesforce customer 360 platform is powered by Salesforce Genie, a hyper-scale real-time data platform. 

Any organization can turn data into customer magic using Salesforce Genie. Genie allows the seamless delivery of solutions and highly personalized experience across sales, service, commerce, and marketing adapted to the dynamic customer information and needs.

David Schmaier, President and Chief Product Officer of Salesforce, said during its unveiling in Dreamforce 2022 that Genie makes every part of Customer 360 more automated, intelligent, and real-time.

This guide will help you understand what the Genie platform is and its detailed insights.

What is Salesforce Genie? 

According to Salesforce, an average business runs nearly 1,000 internal applications for its various operations. This, in turn, accumulates valuable customer data, mostly siloed in isolated pockets, and results in generating various versions of the same customer in each application. It is a vast gap that gives poor customer experiences, and this is where Salesforce’s latest innovation, Genie, comes to the rescue.

Salesforce Genie is designed to store highly personalized and real-time data at a massive scale. Genie’s data is then combined with Salesforce transactional data. Genie makes it easier to integrate the data by bringing in data from every channel, and it also includes built-in connectors.

With that brief introduction of Genie, let’s look at some of its features:-

Use Coupon Code BLOG20 to avail flat 20% discount on saasguru Programs.

Features of Salesforce Genie Platform

1. It Unifies Data to Build a Real-Time Customer Graph

Genie harmonizes and transforms the data into real-time customer graphs. The customer graph is a unified customer profile record. Genie is designed based on the Salesforce metadata model. That is why the customer graph can be seen across the entire customer 360, every app, and every Salesforce industry solution.

With Genie, an organization can enable more responsive and dynamic interactions by harnessing the power of hyper-scale real-time data. 

2. Partnership Expands the Power of Genie

• Genie can directly access the data stored in Snowflake with the help of a secure and real-time connection. It allows a real-time customer 360 view on the platform.
• New AppExchange Genie Collection has 18 Genie partners with experts and applications that allow organizations to automate ads, enhance customer profiles, and expand the effectiveness of real-time data with Salesforce.

3. Customer 360- World’s 1st Real-Time CRM

Now every industry solution can be automated, real-time, and intelligent. Thanks to Genie.

• Sales Cloud Genie- Every Sales representative can get real-time assistance on customer voice calls and video calls. It allows them to adapt to the conversations automatically. And hence the representatives will receive real-time recommendations to provide to their customers.
• Service Cloud Genie- Every service agent will be able to provide proactive services with real-time alerts. The reps can engage, intervene, and resolve the Cases effectively.
• Marketing Cloud Genie- Every marketer can send personalized messages on multiple platforms, running customer journeys across different properties in real-time.
• Commerce Cloud Genie- Every retailer will be able to develop tailored shopper experiences based on customer actions. Abandoned shopping cart notifications can be sent to customers in real-time. Any interaction on the brand’s mobile app or website can be the triggering point.
• Unified Data with Genie- Organizations across industries can utilize real-time data and a unified customer profile to offer more personalized experiences. For example, if we talk about the healthcare industry, where every second is precious, Salesforce Genie will use real-time data to inform unified patient health scores. It will be helpful for healthcare workers to take care of the patient accordingly. 
• Tableau Genie- Organizations can observe and analyze the KPIs in real-time to take timely and necessary business actions. For example, monitoring real-time data regarding the increase in services, sales, and web traffic would be crucial for marketing.
• MuleSoft Genie- It allows organizations to unveil real-time data from legacy systems as well as modern systems.
• Slack Genie- An IT professional can effectively boost efficiency by allowing team members to automatically access real-time data from any platform with uninterrupted workflows in Slack.

Summing Up

Salesforce Genie is a modern invention using the data lake of Salesforce that stores the data instead of the transactional database. 

Use Coupon Code BLOG20 to avail flat 20% discount on saasguru Programs.

With Genie, Salesforce aims to allow companies to work with data repositories and external services. Genie is not just a data integration invention but also allows data to flow faster. And it will enable all types of automations, especially if the organization wishes to combine it with Einstein for Machine Learning (ML) and Artificial Intelligence (AI). 

Connect with us in the Slack community to brainstorm more about Salesforce Genie with the industry experts of saasguru.

Frequently Asked Questions (FAQs)

1. How does Salesforce Genie work?

• Salesforce Genie is designed to store highly personalized and real-time data at a massive scale.
• It integrates this data with Salesforce’s transactional data, making it easier to combine data from every channel. 
• Genie addresses the challenge of siloed customer data across various internal applications by harmonizing and transforming this data into real-time customer graphs. 
• These graphs serve as unified customer profile records that can be viewed across the entire Salesforce Customer 360 platform.

2. What are the benefits of using Salesforce Genie?

• Unified Data: Genie harmonizes and transforms data into real-time customer graphs, providing a comprehensive view of the customer.
• Real-time Insights: With Genie, organizations can harness hyper-scale real-time data for more responsive and dynamic interactions.
• Integration Capabilities: Genie includes built-in connectors and can directly access data stored in platforms like Snowflake.
• Enhanced Customer Experiences: By addressing the issue of multiple versions of the same customer across different applications, Genie ensures a consistent and personalized customer experience.

3. How can I use Salesforce Genie to improve my sales performance?

• Sales Cloud Genie can assist sales representatives by providing real-time assistance during customer voice and video calls.
• This feature allows representatives to adapt their conversations dynamically, receiving real-time recommendations to offer to their customers, ensuring a more tailored and effective sales approach.

4. How can I use Salesforce Genie to improve my customer service?

• Service Cloud Genie empowers service agents to offer proactive services with real-time alerts. 
• Agents can engage, intervene, and resolve cases more effectively. 
• By having access to real-time data and a unified customer profile, service agents can provide more personalized and timely support to customers.

5. How can I use Salesforce Genie to automate my business processes?

Salesforce Genie enables automation across various Salesforce solutions, making them real-time, automated, and intelligent. For instance:

• Marketing Cloud Genie: Marketers can send personalized messages across multiple platforms, orchestrating customer journeys in real-time.
• Commerce Cloud Genie: Retailers can create tailored shopper experiences based on real-time customer actions, like sending notifications for abandoned shopping carts.
• Unified Data with Genie: Organizations can utilize real-time data and a unified customer profile to offer personalized experiences, automating processes to cater to dynamic customer needs.