Essentials BLX Service Cloud Breakout
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Transcript of Essentials BLX Service Cloud Breakout
VIDEOEnergy Opener
Deliver the Future of Customer Service. Today.
Chet Chauhan VP Product Management, Service Cloud in/chetchauhan
Thank you.Thank you
Subtitle textAddresses in Case Feed Email Hover
Rename Case Feed Actions
Drag-and-Drop into Case Feed Files
Rename Community Actions
New Feed View Settings Page
Customize Web-to-Case Notifications
CC on Email-to-Case Auto Response
Monitor Knowledge Search Activity
Next-Gen Knowledge Search (GA)
Search Highlights and Snippets
Promoted Knowledge Results
Send Article Content via Email (Pilot)
Rich Text Editor Upgrade
New Knowledge One Interface
Console Integration API New Methods
Collapsible Case Feed Publisher
Full-width Feed
Expanded Quick Text Availability
Case Feed Email Action in Salesforce1
Attachment Component in Case Feed
Case Experts (Pilot)
Case Feed Email Updates
On-Demand Email-to-Case Increase
Questions in Service Communities
Milestone Tracker Console Component
Article Keyword Auto-Complete
Knowledge Code Sample Button
Next-Gen Knowledge Search (Pilot)
Knowledge One Search Page (GA)
File Transfer in Chat (GA)
Set Default Email Action Defaults
Updated Open CTI Methods
New Console Keyboard Shortcuts
New Console System Recommendations
Rearrange Console Tabs
Linked Cases Related List on Articles
Updated Article Preview Page
Send Article Content via Email (Beta)
Increased Default Max Articles Limit
Clone Console Apps
Create and Edit Macros
Share Macros
Milestone Countdown Timer Redesign
Asset Object Redesign
Field History Tracking on Asset Records
We’re Committed to Your Success
120+ Features Delivered This Year
120+ features delivered this yearSummer Winter Spring
Record Types Added to Asset Record
Linked Cases Related List on Articles
We’re Committed to Your Success
120+ Features Delivered This Year
Knowledge One Article Create & Share
Live Agent Right-to-Left Languages
Live Agent API New Methods
Live Agent API New Visitor Resources
Open CTI New Directory Methods
Console Integration API New Methods
Related Lists Console Component
Topics List Console Component
Add Call Data to Interaction Log
New Lookup Components InterfaceService Communities Templates
Social Customer Service Moderation
Social Customer Service Quick Text
Retweet Social Post in Case Feed
View and Run Macros Widget
We’re Committed to Your Success120+ features delivered this year
Automatic Console Feature Access
Rearrange Console Tabs
Customize Console Navigation Tabs
Social Customer Service Starter Pack
SCS Easy Administrator
Social Post Interaction within Feed
Social Response in Lead Feed
Broad Social Listening from Console
Google+ Social Customer Service (Pilot)
Sina Weibo Social Customer Service (Pilot)
Organization Sync for Business Continuity
Summer Winter Spring
Compact Case FeedRename Case Feed Actions
Service Communities Templates (GA)
Social Customer Service Starter Pack (Pilot)
Google+ Social Customer Service (Pilot)
Sina Weibo Social Customer Service (Pilot)
SCS Common Setup Defaults
Social Account Authentication in Salesforce
Custom Console Colors (Pilot)
Smart & Simple Agent Console
Lookup Component Multiple Columns
Related List Items Hover
Lookup Component Inline Editing
Vertical Autosize Stacked Component
Navigation Tab Setup Warnings
Salesforce Continues Leadership in Customer Engagement
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce.Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Magic Quadrant for CRM Customer Engagement Center
April 27th, 2015Analyst: Michael Maoz, Jim Davies
Gartner has positioned salesforce.com highest for ability to execute and furthest for completeness of vision in the Leaders quadrant
Source: Gartner (April 2015)
Customers Experiencing Phenomenal Results
+40%increased customer
satisfaction
+42%faster case resolution
+40%agent
productivity+39%
customer retention
+38%Net
Promoter Score
+40%support cost
savings
Connect with Your Customers in a Whole New Way
SNA
Terminal
Mainframe LAN / WAN
Client
Server
LAN / WAN
Client
Server
Cloud
Social
Mobile
75B connected products
Systems of Record
Systems of Engagement
Systems of Record
Systems of Engagement
The Future is All About Customer Experience
Source: Customers 2020 Report
“Customer experience has overtaken price and product as the key brand differentiator.”
Price Product Customer Experience
#1
The Customer Experience GapYesterday’s Customer
Service Solutions Your Customers
Not built for mobile Personalized: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: needs constantly evolving
Disconnected customer data
Not built for speed
Deliver the future of customer service. Today.
Introducing the New Service Cloud
Personalized service
Smarter support
Start faster
S1 MobileAnalyticsConsole Desk1Service
CommunitiesSOS for Apps
Deliver the Future of Customer Service. Today.
Smarter Support
Personalised Service
Go Faster
NEWAnnouncing: SOS for Apps
Personalized: Deliver a 1:1 experience in any mobile app
Immediate: Deliver service instantly
Connected: In-context service in any mobile app
Connect 1:1 with personalized service in every mobile app
Personalized
Turn social conversation into social customer service
Introducing: Social Customer Care in Service Cloud
Connect social engagement to your business process
Personalized: Deliver responses in-context with connected customer data
Fast: Automatic routing and case creation for quick response
Personalized
Announcing: Self-Service & Community Templates
Mobile: Responsive design to engage on any device
Fast: Brand with drag & drop designer in minutes
Connected to back end customer data for agents to engage in context
Personalized
Deliver personalization at scale
Bernard André Director T2S Projects Euroclear SA/NV
Deliver the Future of Customer Service. Today.
Smarter Support
Personalised Service
Go Faster
NEWIntroducing: Smart Agent Console
Easy: Drive agent productivity with new, modern layout
Fast: Find and deliver the right answers faster with a single agent view
Feed-first: Create, manage, and view cases in new Compact Feed to do more with less
Smarter
Featuring: The Service Intelligence Engine
NEWAnnouncing: Analytics Cloud for Service
Platform: Integrate all your service data
Easy: Designed for your employees, partners, and managers
Mobile: Your business metrics in the palm of your hand
Smarter
…Any Data
HR Systems
Data
Field Service
Data
WFM Data
Brand Loyalty
Data
Customer Survey Data
Full CTI Data
Product Data
Product Returns
Data
VIDEO
Jan Verbrugghe Master Solution Strategist
Sebastiaan de Man Senior Solution Engineer
One of the world’s fastest growing energy companies
Over 4,000 home and small business installations
Delivers smarter and more personalized customer service
DEMO
Deliver the Future of Customer Service. Today.
Smarter Support
Personalized Service
Start Faster
Introducing the New Desk.com
Fast to Get Started: Get up and running in a day
Fast to Connect: Engage customers on all channels
Fast to Grow: Seamless transition to Service Cloud
Fastest path to growing your service
Faster
Fastest Path to Success Starts with the CloudThe Salesforce Advantage
Focus on Growth & Innovation
Faster ROI
Continuous security & performance improvement
Subscription model
Trusted, Multitenant Cloud
Three seamless upgrades per year
Faster
Deliver the Future of Customer Service. Today.
Smarter Support
Personalized Service
Start Faster
Thank you