Salesforce Integration Cloud Arrives to Build Connected Customer Experiences

Customer Experience ManagementStaff Writers

By Sudipto Ghosh On Mar 28, 2018

Salesforce Integration Cloud Will Surface Data Regardless of Where It Resides to Connect Every System, Customer, and Device in a Whole New Way

Within days of their deal to acquire Mulesoft, the global leader in CRM, Salesforce, has announced the Salesforce Integration Cloud for connected customer experiences. The company welcomed Trailblazers from more than 43 countries and 265 global viewing gatherings to its iconic annual TrailheaDX conference. This is Salesforce’s third annual developer conference — for two days of learning, networking, fun, and giving back.

Salesforce will showcase its latest innovations across the Salesforce Platform — empowering anyone to create connected customer experiences with Lightning, Einstein, Trailhead and its newest offering, the Salesforce Integration Cloud.

Bret Taylor, President and Chief Product Officer, Salesforce, said, “Companies of every size and industry need to transform how they operate in the digital era—and that transformation starts and ends with the customer. The Salesforce Platform empowers our entire Trailblazer community, regardless of skill levels, to harness the latest advancements in technology and deliver the connected customer experiences that will take their companies and careers to new heights.”

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Salesforce Integration Cloud Deliver Intelligent-Connected Customer Experiences Across All Channels and Touchpoints

Connecting systems and disparate data sources to build customer experiences remains one of the biggest developer challenges. The new Salesforce Integration Cloud includes a set of services and tools that make it easy for customers to surface their data — regardless of where it resides — and deliver intelligent-connected customer experiences across all channels and touchpoints.

The Salesforce Integration Cloud will have three layers —

Integration Platform

Salesforce has signed a definitive agreement to acquire MuleSoft, one of the leading platforms for building application networks that connect enterprise apps, data and devices, across any cloud and on-premises. MuleSoft will continue to build toward its vision of the application network with its Anypoint Platform, which is already being used by the world’s most innovative brands, and will also power the new Integration Cloud. All references to MuleSoft and its products are subject to the closing of the transaction.

Integration Builder

Admins can build a single view of the customer across all of their Salesforce deployments as well as their entire network of business systems — all with clicks, not code. In addition, admins can manage all of these connections through a unified admin console.

Integration Experiences

By automatically bringing together Salesforce customer data in entirely new ways, admins can create truly seamless and personalized end-to-end customer experiences across sales, service, marketing, commerce and more. For example, an admin can easily use the Lightning App Builder to bring in commerce order history data into the Lightning service console, enabling service reps to transform service interactions into cross-selling and upselling opportunities — without ever leaving their console.

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