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What is Salesforce Genie?

by Dhanik Lal Sahni

Salesforce Genie is a hyperscale real-time data platform that powers the entire Salesforce Customer 360 platform. Salesforce Genie makes every part of the Customer 360 real-time, so every business can deliver magical customer experiences. It will help in delivering seamless, highly personalized experiences across sales, service, marketing, and commerce that continuously adapt to changing customer information and needs in real-time.

Genie runs on Hyperforce, Salesforce’s public cloud infrastructure. Hyperforce provides data residency, security, privacy, and regulatory compliance controls, with built-in data ethics features that govern data and increase consumer trust.

With Genie, Einstein AI and Flow automation services can harness the power of hyperscale real-time data to enable more dynamic and responsive actions and engagement. Einstein, which generates over 175 billion predictions every day, can now deliver personalization and predictions based on real-time data. Flow automation, which saves customers over 100 billion hours every month, can now use real-time data to trigger actions automatically.

Salesforce Genie - SalesforceCodex
Salesforce Genie

Where Salesforce Genie can be used?

Salesforce Genie can be used where customer data is required in real-time to make a personalized experience for customers. This will help Sales Rep, Customer care executives, Service Desk executives, and marketing professionals to get real-time insights about every customer, based on real-time and historical data. They can act on the most relevant information at the moment. For example with real-time patient data, healthcare providers can deliver proactive guidance and care recommendations.

In which Salesforce Cloud it is available?

Genie makes every Customer 360 cloud and industry solution automated, intelligent, and real-time. Here is list of Cloud where Genie is available

Service Cloud Genie

With Service Cloud Genie, every service rep from the contact center can help field reps. They can provide proactive service with real-time alerts, and enable reps to intervene, engage the customer, and resolve issues.

Sales Cloud Genie

With Sales Cloud Genie, every sales rep can receive real-time guidance from Einstein during customer video and voice calls. This will enable reps to adapt to the conversation, and automatically receive real-time recommendations to offer customers.

Marketing Cloud Genie

With Marketing Cloud Genie, every marketer can deliver personalized messages across channels that adapt to customer activity across various brand properties in real-time.

Commerce Cloud Genie

With Commerce Cloud Genie, every retailer can build tailored shopper experiences that adapt to real-time customer actions, including abandoned shopping carts or actions taken on a website or mobile app.

Tableau Genie

With Tableau Genie, every business can monitor KPIs in real-time to inform action across the business, including real-time purchase data for sales, real-time case spikes for service, and real-time web traffic for marketing.

MuleSoft Genie

With MuleSoft Genie, every business can unlock real-time data across any modern or legacy system.

Slack Genie

With Slack Genie, an IT leader can immediately increase efficiency by enabling teams to automatically view real-time data from any channel with intelligent workflows.

When it is available?

Salesforce Genie is generally available today. This is already being used by Ford, L’Oreal, Formula 1®, and PGA.

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