Salesforce Genie is considered one of the best innovations in Salesforce history. Every component of the Customer 360 is made in real-time by Salesforce Genie, enabling businesses to provide remarkable customer experiences. Delivering seamless, highly personalized customer experiences across marketing, service, sales, and commerce will be made possible with its assistance. We will cover Genie in-depth and explain the business impact of Salesforce Genie.

What is Salesforce Genie?

Salesforce estimates that an average organization runs 1,000 applications across its operations. It suggests that these programs may gather useful client information through their operations. Industry estimates indicate that customer data doubles globally every 12 hours. 

However, the majority of this consumer data is wasted and is not readily available throughout the organization. It causes poor customer experience. The Salesforce Genie is a real-time platform that synchronizes real-time customer data, enabling businesses to satisfy changing customer demands. The first real-time CRM technology, Salesforce Genie effectively offers customer magic by:

• Connecting and integrating every piece of client data, regardless of where it comes from—a device, an application, or a live broadcast.

• Automatically combining all client data into a single customer graph.
• Giving each department access to a single, cohesive customer profile that can be modified in real-time.
• Generating consumer experiences in a matter of milliseconds.

Is Genie a Customer Data Platform?

Customer data platforms, which have historically served mainly as marketing tools, combine disparate data sources into a single, shared picture. It is improved by Salesforce Genie, which continuously feeds an almost endless amount of dynamic data into Customer 360. It indicates that your client data is updating continuously and more quickly than ever with real-time information from their interactions. The entirety of this unified customer profile record is accessible and usable throughout the entire Salesforce product portfolio, including all sector-specific solutions. To match consumer expectations for apps that reflect their behavior in real-time, you may also create custom apps that make use of Salesforce Genie. Its huge scale, real-time data, and unified profile also permit: 

• Artificial intelligence with millisecond-level output updates
• Automated processes that can quickly change in response to new data
• An extraordinary level of analytics accuracy.

Why Salesforce Genie is the next big thing?

The following question is of special interest to Salesforce experts: Can learning more about Genie help my consulting business? How can we make use of the chance that Genie offers?  The advantages that Genie has over the current Customer Data Platform (CDP) are as follows:

• Proposed use cases: The entire Salesforce platform (Customer 360) is covered by Genie. Data is gathered from all available sources in your company and may be utilized to power any interaction, decision, or action in marketing, service, sales, commerce, MuleSoft, Tableau, etc.

• Segment activation: It goes beyond segmentation alone. It’s vital to effectively activate personalized involvement across marketing, sales, service, and commerce, among other areas.

• Underlying architecture: Genie sends data into numerous cloud products via a direct link to all Salesforce Customer 360 products.

• Zero-copy architecture: Without moving or duplicating data, Genie may immediately access data stored in data lakes (and vice versa). It means that data can be retrieved as needed rather than having to be permanently stored somewhere on the Salesforce platform.

• Integrations between Tableau and MuleSoft.

The Business Impact of Salesforce Genie

Let’s look at some of the use cases explaining the business impact of Salesforce Genie:

• Sales Genie: The customer’s essential data, the optimal course of action, the ideal time to get in touch, and the engagement feed are all visible to sales representatives. The beauty of having the Sales Console connected to Salesforce Genie is being able to view everything on a single screen, updated in real-time via many data sources behind the scenes.

• Commerce Cloud Genie: At 3 p.m., you report the theft of your credit card after losing it. Your card is used to purchase at 3:05, but it is instantly declined because the merchant uses Commerce Cloud Genie and gets instant alerts. 

• Health Cloud: You need medical attention right away. With access to real-time patient data, your healthcare professional may provide proactive advice and care recommendations when milliseconds count. 

• Service Cloud: Contact Centre Genie serves as your central command center for anything related to customers. View the customer’s interactions, real-time purchases, important information, and the Einstein-predicted next best action that agents should do via the Service Console.

• Marketing Cloud: Salesforce CDP’s capabilities are expanded by Genie to include the entire “Customer 360” (i.e., Salesforce’s product line). These three functions—data unification, identity resolution, and activation—have already been utilized by Salesforce CDP customers.

• Mulesoft + Genie: MuleSoft links data into Salesforce Genie from any system, piece of hardware, or source to power the whole Salesforce Customer 360 platform. Your integration efforts can be aided by native connections and Salesforce AppExchange products.

• Tableau + Genie: Salesforce customers may get data from additional sources more quickly with Tableau + Genie. It leads to more data visualization options, and you’ll discover insights that would otherwise be hidden beneath masses of datasets.

• Dashboards are available right out of the box to help you realize value more quickly, such as resolving identities dashboards that will demonstrate to you how profiles are put together. ETL (extract, transform, load) is not required. In a single click, Genie feeds data to Tableau. You can view raw SQL if necessary.
• The Trinity of Genie, Tableau, and Slack allows users to access visualizations and take action on Salesforce data by pushing them to users (through Slack). This seeks to eliminate silos between teams.

How does Salesforce Genie work?

The Salesforce platform, which runs the complete Customer 360, includes Salesforce Genie. Every cloud gets better as we add features to it. Previously, with Flow, and then again with Einstein, we accomplished this by introducing automation and intelligence to every interaction in the areas of sales, service, marketing, and commerce. The Salesforce platform’s integration of Salesforce Genie simplifies access to real-time data across all clouds.

1.  Connect all your data
Salesforce was designed to handle primarily transactional data before Genie. With the ability to take in huge amounts of data in real-time, Salesforce Genie completes our existing transactional database. As with all other Salesforce platform amenities, Genie was created using Salesforce metadata, making the data it stores accessible to Customer 360. For example, if you are running a bank with transaction data. You may connect to any legacy data, data stream, and other external sources in real time. Therefore, if your mobile application is running, Salesforce Genie can connect to it.

2.  Harmonise data
Aligns data with the desired data schema. Individual records, referred to as “Contact” in Salesforce, “Subscriber” in Marketing Cloud, and “Profile” in Commerce Cloud, are excellent example. A unified, consistent view of the data is provided via harmonization. Customer graphs are one of the 50+ templates that Salesforce offers to help with the process.

3.  Engage your data to put it to work for you
How Salesforce Genie handles identities is essential to this process because it creates a single profile for each customer’s entire history of contacts with your company, both known and anonymous.  A lakehouse architecture is used by Salesforce Genie to store all of this data. This makes it simpler to organize and categorize the variety of unstructured data that organizations rely on, such as medical records, which historically have been more difficult to manage. As a result, Salesforce Genie can access all of this data more quickly and use it to your advantage.

4.  Create a better experience
Salesforce Genie can resolve all of that data, with privacy and security built-in, so you aren’t looking at every client through a particular lens — a customer opens an app on their mobile device, a consumer opens an app on their smart TV. You can now treat every consumer like a person rather than just a transaction or a number. It implies, for instance, that the customer service representatives will be aware of your recent product usage when you contact them. You don’t need to be asked. They can proactively respond to your query.

How are data security and data ethics implemented by Salesforce Genie?

Through best-in-class authorization management, policy automation, and other features, the goal of Salesforce Genie is to set the standard for the industry in privacy and data ethics. Most notably, the Salesforce Platform enhances Salesforce Genie with a layer of data policy administration to enable users to safeguard their data and adhere to international regulatory compliance standards.

Conclusion

Salesforce genie is the next big thing in the Salesforce updates. It enables us to create a better customer-linked database. It also ensures your data security while processing the automation. But it’s always better to have a salesforce expert onboard to ensure the security of your customer data. 

Also Read: Unlocking the Potential of Predictive Lead Scoring in Salesforce Using AI

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