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Salesforce Service cloud 3 presentation

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I gave this presentation on Service Cloud 3 yesterday at the Washington DC Salesforce User group meeting. Enjoy!

I gave this presentation on Service Cloud 3 yesterday at the Washington DC Salesforce User group meeting. Enjoy!

Published in: Technology, Business

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  • 1. REI Systems, Inc. Salesforce.com Service Cloud 3 1
  • 2. WHAT IS SERVICE CLOUD 3?
  • 3. THERE IS A FUNDEMENTAL SHIFTHAPPENING IN CLOUD COMPUTING….
  • 4. CLOUD ONE FOCUSED ON HOSTING IN HOUSE DESKTOPAPPLICATIONS AS A SERVICE, VIA THE INTERNET….. -ROOM FOR INNOVATION -REDUCED COSTS -ENVIRONMENTALLY FRIENDLY
  • 5. JUST ONE PROBLEM…… ?
  • 6. ……NORTH AMERICA ALONE HAS OVER250,000,000 INTERNET USERS TODAY………
  • 7. TODAY WE USE THE INTERNET AS OUR MAIN FORM OFCOMMUNICATION…. ….WE USE THE INTERNET TO FIND SOLUTIONS TO OUR PROBLEMS, AND TO ASK QUESTIONS……
  • 8. WE WILL NO LONGER SEARCH FOR PRODUCTS AND SERVICES……. THEY WILL FIND US VIA SOCIAL MEDIA
  • 9. CLOUD 1 APPLICATIONS ARE LEVERAGED OVER THEINTERNET BUT ARE NOT COMMUNICATING WITH THE OUTSIDE WORLD………
  • 10. CLOUD 2 WILL BRING EXTERNAL CONVERSATIONS INTO CLOUD 1 APPLICATIONS Cloud 1 Cloud 2 EASY, FAST, LOW COST SOCIAL, MOBILE, OPEN
  • 11. WELCOME TO SERVICE CLOUD 3
  • 12. AN 18 MONTH VISION……COMPRISES OF 6 KEY COMPONENTS:• SOCIAL MONITORING - Salesforce for Facebook (already available on the Appexchange) - Salesforce for Twitter (already available on the Appexchange) - Radian 6 Social Monitoring (ETA next 12 months)• SOCIAL KNOWLEDGE - Knowledge Base (already available)• SOCIAL CONTACT CENTER - Service Cloud Social Media integration (ETA next 12 months) - Chatter for Cases (ETA next 18 months• LIVE AGENT - Live Chat (ETA next 2-3 months)• SOCIAL COMMUNITIES - Ideas and Answers community (already available) - Self Service Portals (already available)• SOCIAL ANALYTICS - Reports by Social Channel (ETA next 12 months)
  • 13. REI Systems, Inc.Contact:Puneet Sethi Achieving Excellence Together….psethi@reisys.com703-480-9168 14