Salesforce Genie is a real time data platform which unifies customer data coming from all channels into a unified customer profile. Fetching data in real time helps companies to anticipate customer needs in the moment and offer personalized services. Genie makes Salesforce Customer 360, the world’s first real-time CRM.
- Genie is the integration of Customer Data Platform into Salesforce platform.
- CDP brings data from various sources with the click of a button, process them in milliseconds and integrate it into the salesforce platform.
- Genie connects all the data in the salesforce clouds and external data sources like web and mobile sources and compile them all together into a single user profile.
- As the processing is done in less than a fraction of a second, the data will be available virtually immediately. This helps companies to gain insights into the customer needs and hence can deliver personalised experiences to them.
How Genie works?
- Connect all your customer data at scale, from any app, device, or real-time stream, with out-of-the-box connectors. Any Data from Web, mobile, CRM, other devices are connected in real time. To this, data from historical data sources also can be injected.
- Automatically harmonize these data into a single real time customer graph which includes all the customer interactions, with privacy, consent and compliance natively built in.
- Automatically harmonize these data into a single real time customer graph which includes all the customer interactions, with privacy, consent and compliance natively built in. Once all the data is harmonised into a single customer profile, it no longer matters where each piece of data is originated.
- All this data is stored using a lakehouse architecture ( Lakehouse architecture is a data management architecture which makes use of data lakes. Data lake is a central location to store data in a structured, semi structured or unstructured format. Data can be stored in any stage of the data refinement process. Data lake uses a flat architecture and object storage to store the data. Object storage stores data with metadata tags and a unique identifier. Thus it makes it easier to locate and retrieve data across regions, and improves performance). Salesforce genie with this, empower any department and any industry with unified customer profiles that adapt to their activity in real time.
What difference does it make?
Salesforce Genie is the real time platform for customer magic. To the already existing Customer 360 platform, Genie has added a foundation new capability, the Real time Genie Hyperscale Data platform which can handle infinite data. Every aspect of the platform on top of this also will be real time. Einstein AI will be personalized within a few milliseconds. Flow Automation will respond to all the real time events.
Use cases across various clouds
- Commerce cloud- To prevent fraudulent transactions from a lost credit card by blocking the card instantly as soon as the alert is received.
- Service cloud- Pausing the follow up interactions to a customer on a product which he currently facing some issue with. The interactions will be resumed once the problem is resolved.
- Marketing cloud- Give personalised offers on products and hence lead the way for a potential purchase.
- Healthcare cloud-Urgent health care requirements are addressed by delivering proactive guidance and recommendations based on real time patient data.
To read more, click What is Salesforce Genie? – Salesforce Blog
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