Integrating Artificial Intelligence with Salesforce: A Literature Review

The increasing development and use of artificial intelligence technologies emphasizes the need to integrate them into the Salesforce platform. As a cloud-based platform, Salesforce enables companies to improve customer relations, simplify operations, and adapt to all business requirements. Therefore, it stands out as one of the first CRM platforms to adopt the capabilities and technologies of artificial intelligence, incorporating them within its products, such as Service cloud, Sales cloud, Marketing cloud, and Commerce cloud. This paper uses a systematic research and literature review to identify ways to integrate artificial intelligence into Salesforce. The results of this study will contribute to understanding the current situation in this developing field. In collaboration with artificial intelligence, Salesforce strives to improve various aspects, thus benefiting businesses that use this platform.