Intelligence Is the Fourth Industrial Revolution: Salesforce.com Unveiled New Services for Its Customer Success Platform and a New Strategic Partnership with Google

By Del Rowe, Sam | CRM Magazine, January-February 2018 | Go to article overview

Intelligence Is the Fourth Industrial Revolution: Salesforce.com Unveiled New Services for Its Customer Success Platform and a New Strategic Partnership with Google


Del Rowe, Sam, CRM Magazine


Salesforce.com considers 3-D printing, biotechnology, robotics, autonomous vehicles, quantum computing, and the Internet of Things to be interrelated, all falling under the artificial intelligence umbrella.

All of these technologies are tools to build better relationships with customers, according to Salesforce.com's chairman and CEO, Marc Benioff. "This is the fourth Industrial Revolution," he said in his opening keynote during his company's annual Dreamforce users' conference in San Francisco in early November. "We're connecting to our customers in new ways with all these amazing next-generation technologies."

With this in mind, Salesforce.com at the event unveiled five new services for its Customer Success Platform: myTrailhead, myEinstein, myLightning, mySalesforce, and myIoT.

MyTrailhead aims to help companies create interactive learning for employees.

MyEinstein enables companies and private developers to build custom AI apps across Salesforce. For admins, it has two key features: Einstein Prediction Builder, to help companies anticipate the business outcomes of the apps they build, and Einstein Bots, for building, training, and deploying customized service bots. For developers, it has Einstein Language and Einstein Vision, APIs launched in June for building AI-powered CRM apps.

MyLightning, the latest iteration of the Salesforce Lightning framework for application development, aligns the applications, portals, and experiences that companies build with their respective brand identities. MyLightning includes special features for incorporating brand images, colors, backgrounds, and more; customization at scale; controlling when components appear on record pages via filters and other logic; creating guided, visual processes with Lightning Components and adding them to records, apps, portals, or consoles; and out-of-the-box solutions with industry best practices, Lightning Components, and business logic.

MySalesforce is the next generation of Salesforce on mobile. Key features enable companies to build apps quickly, with themes to match any brand, and the Listing Wizard, which helps companies publish their custom mobile apps to the Apple and Google stores. …

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