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!

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Salesforce Service cloud 3 presentation

  1. 1. REI Systems, Inc. Salesforce.com Service Cloud 3 1
  2. 2. WHAT IS SERVICE CLOUD 3?
  3. 3. THERE IS A FUNDEMENTAL SHIFTHAPPENING IN CLOUD COMPUTING….
  4. 4. CLOUD ONE FOCUSED ON HOSTING IN HOUSE DESKTOPAPPLICATIONS AS A SERVICE, VIA THE INTERNET….. -ROOM FOR INNOVATION -REDUCED COSTS -ENVIRONMENTALLY FRIENDLY
  5. 5. JUST ONE PROBLEM…… ?
  6. 6. ……NORTH AMERICA ALONE HAS OVER250,000,000 INTERNET USERS TODAY………
  7. 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. 8. WE WILL NO LONGER SEARCH FOR PRODUCTS AND SERVICES……. THEY WILL FIND US VIA SOCIAL MEDIA
  9. 9. CLOUD 1 APPLICATIONS ARE LEVERAGED OVER THEINTERNET BUT ARE NOT COMMUNICATING WITH THE OUTSIDE WORLD………
  10. 10. CLOUD 2 WILL BRING EXTERNAL CONVERSATIONS INTO CLOUD 1 APPLICATIONS Cloud 1 Cloud 2 EASY, FAST, LOW COST SOCIAL, MOBILE, OPEN
  11. 11. WELCOME TO SERVICE CLOUD 3
  12. 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. 13. REI Systems, Inc.Contact:Puneet Sethi Achieving Excellence Together….psethi@reisys.com703-480-9168 14

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