Authors: Gurpal Mann
Abstract: Hybrid Customer Relationship Management (CRM) infrastructures are increasingly critical in enterprises that balance cloud agility with on-premise reliability. This review examines the role of Salesforce Flows, Omni-Channel automation, and AI-driven service intelligence in optimizing CRM operations within hybrid Unix/Linux environments. It highlights how Salesforce Flows streamline cross-platform workflows, how Omni-Channel automation enables unified and consistent customer engagement, and how AI enhances decision-making through predictive analytics and autonomous orchestration. Integration frameworks, performance optimization strategies, and real-world industry applications in finance, healthcare, retail, and telecommunications are explored in depth. A comparative analysis of Salesforce against other CRM platforms such as Microsoft Dynamics 365, Oracle CX Cloud, and SAP Customer Experience underscores Salesforce’s flexibility and forward-looking AI capabilities. The review also discusses future trends, including self-healing systems, zero-trust security, and generative AI, which will further shape the evolution of hybrid CRM environments. Ultimately, the study demonstrates that enterprises leveraging Salesforce’s automation and AI capabilities alongside Unix/Linux reliability can achieve secure, scalable, and customer-centric CRM infrastructures.
DOI: https://doi.org/10.5281/zenodo.17368364
