Salesforce.com (www.salesforce.com) has lifted customer service, including technical support, literally to the next level, in the cloud. It has rolled in the Service Cloud: which combines live agent voice, e-mail, and chat customer interactions with social networks and communities and with hosted knowledge solutions to provide coherent, effective, and lower cost service and support.
p
Built on Salesforce’s the Force.com platform, the Service Cloud brings together cloud computing platforms like Google, Facebook, and Amazon.com to capture every conversation and leverage every community expert within them. Force.com provides the necessary building blocks to quickly build and run business applications including database, workflow, logic, integration, customization, mobile, and user interface capabilities.
p
Contact center agents and support reps will use the Service Cloud as a community/social network informal presence tool by quickly reaching out to experts in these communities and sites that will be created, defined, and limited by their organizations. Through these companies will be able to funnel this information directly into their knowledge bases. The Service Cloud ensures that they will have the most up to date support information sourced from community experts.
p
subhead
Key Features and Components
/subhead
p
Salesforce.com’s Service Cloud includes the following features and components:
p
* Presence capabilities for contact center agents, enabling them to seek and obtain assistance from available experts
p
* Tools to create an internal online active community within and adjacent to your organization, such as remote agents, suppliers, and partners
p
* Ability to reach out to community/social networks, ensuring that the quality of customer service is consistent across every channel. Organizations can define the size, scope, and members of their communities
p
* Hosted easily updatable knowledge bases within your firm or with password access your network
p
* Google search built-in
p
* Force.com development tool
p
subhead
System Requirements
/subhead
p
Must be Salesforce.com customer.
p
subhead
Pricing
/subhead
p
The Service Cloud packages start at $995 per month, which includes creating a customer community with unlimited usage for…