Salesforce.com Exposed -
Product Functionality

Summary
Salesforce.com’s CRM functionality consists of the following core areas:

• MARKETING MANAGEMENT
• SALES FORCE AUTOMATION (SFA)
• CUSTOMER SUPPORT

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Overview
Salesforce.com’s feature sets are generally broad but not deep across these three modules. The core application provides a simple and intuitive interface to basic functions. If functional depth is required you will likely need to turn to Salesforce.com’s AppExchange in order to meet gaps or deficits in the core Salesforce.com solution. At first glance, the simplicity of the user interface is appealing. The interface is similar to those found on ebay or Yahoo with lots of movement between screens and scrolling up and down pages. This familiar user experience makes the solution comfortable to many users, and in particular, users who are new to CRM software. The interface is generally responsive considering that the application is hosted and not client based. In the testing conducted to research this paper, it was only necessary to access the online help system a limited number of times.

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