002 - History of the Service Cloud, Features, and Use Cases
Update: 2015-12-30
Description
Episode 002 gets at the history of the Service Cloud. It’s not been around as long as Salesforce has as a company, but it’s not that much younger than the Sales Cloud. It’s seen many evolutions over time though; in name, features, and possibilities. Cheryl and Jeff explore the Service Cloud’s history and what makes it amazing today.
Topics and Links
- Announcing “Customer Support Management” in March, 2001 - https://web.archive.org/web/20010331045305/http://www.salesforce.com/us/login.jsp
- Introducing “Supportforce” in January 2005 - https://web.archive.org/web/20050105004624/http://www.salesforce.com/products/whatsnew_winter05/index.jsp
- Introducing “Salesforce Service & Support 2.0” in December 2005 - https://web.archive.org/web/20051218125731/http://www.salesforce.com/products/customer-service.jsp
- Service Cloud licenses vs using Sales Cloud licenses
- Features of the Service Cloud licenses
- Customer 270º vs 360º
- Console features and experimenting
- Setting up a developer org - https://developer.salesforce.com/signup?d=70130000000td6N
- #showmeyourconsole on Pinterest
- Component Exchange on AppExchange - https://appexchange.salesforce.com/components
- Knowledge
- Business Cases for Service Cloud
- RemedyForce from BMC - http://www.bmc.com/it-solutions/remedyforce.html
- Inside Sales use cases for Service Cloud
- On Target - http://www.perfectpipeline.com/
- Internal company use cases for Service Cloud
- Great customer service experiences
- Zabars - http://www.zabars.com/home
- Workato - https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5iW1EAJ
Jeff Grosse and Cheryl Feldman
Follow Jeff @CRMFYI
Follow Cheryl @CherFeldman
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