This guest post is presented by Gilad David Maayan is a technology writer who has worked with over 150 technology companies including SAP, Imperva, Samsung NEXT, NetApp and Check Point, producing technical and thought leadership content that elucidates technical solutions for developers and IT leadership. Today he heads Agile SEO, the leading marketing agency in the technology industry.
In today’s data-driven business environment, the integration of Salesforce with AWS allows organizations to improve customer relationship management and operational efficiency. This article explores benefits and capabilities that businesses can harness by integrating their Salesforce instance with AWS’s native services, such as Redshift, Lambda, and Amazon Connect, as well as third party services hosted on AWS, such as Tableau and MuleSoft.
How AWS Native Services Can Benefit SalesForce Users
Here are the key capabilities SalesForce users can derive from integrating their SalesForce instance with AWS.
Enhanced Data Storage and Querying
AWS offers a range of powerful data storage and querying services, including AWS database services like Amazon RDS, NoSQL options like Amazon DynamoDB, and Amazon Redshift.
When integrated with Salesforce, these services allow for efficient storage and querying of customer data. This can greatly improve the speed and accuracy of customer insights, enabling businesses to make more informed decisions and improve their customer relationships.
Furthermore, AWS’s advanced analytics services, such as Amazon QuickSight, can provide deep insights into customer behavior and trends. These insights can be used to drive strategic business decisions and improve overall business performance.
Amazon Redshift and Einstein Analytics
Amazon Redshift and Einstein Analytics are two powerful tools that can be leveraged when integrating Salesforce with AWS. Amazon Redshift is a fast, scalable data warehouse that makes it simple and cost-effective to analyze all your data using standard SQL and your existing Business Intelligence (BI) tools.
On the other hand, Einstein Analytics is Salesforce’s native analytics tool, providing AI-powered business intelligence. When used in conjunction with Amazon Redshift, businesses can leverage the high-speed analysis and data visualization capabilities of Einstein Analytics on the comprehensive data stored in Amazon Redshift.
Serverless Function Execution with AWS Lambda
AWS offers scalable, serverless function execution for complex operations, a feature that is particularly beneficial when integrated with Salesforce. With AWS Lambda, you can run your code without provisioning or managing servers.
When integrated with Salesforce, this serverless architecture allows for the execution of complex operations without the need to manage or scale servers. This can greatly simplify the management of complex operations, increase operational efficiency, and reduce costs.
Amazon Connect and Salesforce Service Cloud Voice
Amazon Connect is an easy-to-use omnichannel cloud contact center that helps businesses provide superior customer service at a lower cost. When integrated with Salesforce Service Cloud Voice, it brings together voice, digital channels, and CRM data in real-time.
This integration allows for a unified agent and manager experience within Salesforce, enabling businesses to deliver more personalized and effective customer service. It also provides valuable insights into customer interactions, which can be used to improve service quality and drive customer satisfaction.
Integrating SalesForce with Third-Party Services on AWS
Tableau on AWS
Another powerful AWS service that can be integrated with Salesforce is Tableau. Tableau is a powerful data visualization tool that can transform raw data into understandable and actionable insights. When hosted on AWS, Tableau can leverage the scalability, reliability, and security of the AWS cloud.
By integrating Tableau with Salesforce, businesses can visualize their Salesforce data in real-time, enabling them to make faster, data-driven decisions. This integration can also streamline data analysis and reporting processes, saving time, and improving overall business efficiency.
MuleSoft on AWS
MuleSoft, an integration platform for SOA, SaaS, and APIs, is a Salesforce company that provides a seamless way to connect applications, data, and devices. With MuleSoft on AWS, you have the power to unlock your data, integrate your systems, and innovate faster.
With MuleSoft, you can create a connected experience by integrating Salesforce with any system, application, or data source, whether on-premises or in the cloud. You can also expose data as APIs, making it readily accessible for your developers and partners. Moreover, MuleSoft’s Anypoint Platform simplifies the design, deployment, and management of APIs, delivering speed and agility to your business.
Slack on AWS
Slack, a business communication platform, is another Salesforce service that runs on AWS. It offers a myriad of features, such as channels, direct messaging, voice and video calls, file sharing, and integrations with other software. With Slack on AWS, organizations can improve team collaboration, streamline workflows, and ultimately enhance productivity.
By integrating Slack with Salesforce, you can automate routine tasks, get real-time updates on your Salesforce records, and even converse with Salesforce’s intelligent assistant, Einstein, directly in Slack. This integration not only helps in keeping your team informed but also saves valuable time, enabling your team to focus on what matters the most – serving your customers better.
Example Integration Flow: How to Setup Application Integration for Salesforce with Amazon Connect
Amazon Connect is a cloud-based contact center service offered by AWS, which can be integrated with Salesforce to deliver improved customer experience. Here’s a quick guide on how to set up application integration for Salesforce with Amazon Connect.
Set Up an Amazon Create Instance
The first step in integrating Salesforce with Amazon Connect is to create an Amazon Connect instance. Log into your AWS Management Console and navigate to the Amazon Connect service. Click on ‘Create an instance’ and follow the prompts.
You’ll need to provide a name for your instance and choose settings for data storage, telephony, and data streaming. You can also select optional settings such as contact flow logs, contact lens for Amazon Connect, and hours of operation. Once you’ve configured the settings, click on ‘Create’ to get your instance up and running.
Install the Amazon Connect CTI Adapter
The next step is to install the Amazon Connect CTI (Computer Telephony Integration) Adapter in your Salesforce organization. This adapter enables your Salesforce users to handle Amazon Connect voice and chat contacts directly in Salesforce.
To install the adapter, log into your Salesforce org and navigate to the AppExchange. Search for ‘Amazon Connect CTI Adapter’ and click on ‘Get It Now’. Follow the installation prompts and choose the users who should have access to the adapter. After the installation is complete, the Amazon Connect CTI Adapter will be available in your Salesforce org.
Configure your Salesforce Call Centre
The final step is to configure your Salesforce Call Centre to use the Amazon Connect CTI Adapter. In your Salesforce org, go to ‘App Manager’ and click on ‘New Connected App’. Provide a name for your app, enable OAuth settings, and add the necessary scopes.
Next, navigate to ‘Call Centers’ in Salesforce and click on ‘Import’. Choose the Amazon Connect CTI Adapter file and click on ‘Import’. You can then add users to your call center and assign them the necessary permissions. With this, your Salesforce Call Centre is all set to handle Amazon Connect contacts.
Conclusion
Tools such as Amazon Redshift, AWS Lambda, and Amazon Connect, when combined with Salesforce, empower businesses to operate more effectively and make data-driven decisions swiftly. Additionally, the integration with third-party services like Tableau, MuleSoft, and Slack on AWS further extends the functionality and efficiency of Salesforce. The process of setting up these integrations, as illustrated with the example of Amazon Connect, is straightforward, enabling businesses to quickly reap the benefits of the integration.
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