Dreamforce 2013 - Knowledge session: Empower Your Agents and Your Customers.


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Join us to learn how Wonga and EMC Mozy use Salesforce Knowledge to provide the right answer to their customers wherever they are, and help their agents stay on top to deliver an amazing customer service. Cherry on the cake, you will also get a sneak peek on the Knowledge roadmap.

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Dreamforce 2013 - Knowledge session: Empower Your Agents and Your Customers.

  1. 1. Salesforce Knowledge: How to Empower Your Customers and Your Agents Eoin O'Neill, Wonga, Salesforce Lead Mike Jones, EMC Mozy, Business Systems Analyst Francois Lopitaux, Salesforce.com, Director, Product Management
  2. 2. Service Cloud Keynote Come see the future of connected customer service. Alex Bard JoAnna Sohovich John Moses Stephanie Bendrick Patrick Cheeseman SVP, Service Cloud Global President, IAR Division VP, Global Customer Care VP, Client Relations Head of Customer Support Wednesday, November 20 10:30 a.m. – 11:30 a.m. Moscone Center South Main Keynote Room WIN 1 OF iPAD M 50 INIs
  3. 3. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  4. 4. Francois Lopitaux Director, Product Management @flopitaux
  5. 5. Do Not Underestimate the Power of Knowledge!
  6. 6. World’s #1 Customer Service Channel
  7. 7. How Do I Create Relevant Content? Assisted Self-Help Community
  8. 8. Salesforce Knowledge Empowers Agents & Customers Empower Agents •  •  •  Push relevant articles at the right time Article contribution embedded in case resolution process Recognize and reward contributors Empower Customers •  •  •  Expose articles on any device Fully integrated into Chatter Answers Convert best answer to new article
  9. 9. Knowledge Pricing: NEW in Winter ’14 “This is very good news…This now opens the door for our KB to excel!” -- Todd, VP Worldwide Technical Support, Telogis Access to Knowledge is included in Sales Cloud / Service Cloud Todd EE CRM licenses and above Devra “Just had a discussion about this ‘problem’ this week. So glad to be able to go back to the team and say a solution is on its way!” -- Devra, PMP, Knowledge Mgt. Leader
  10. 10. Eoin O'Neill Salesforce Lead @thegogz
  11. 11. Demo
  12. 12. Mike Jones Business Systems Analyst
  13. 13. Francois Lopitaux Director, Product Management @flopitaux
  14. 14. Demo
  15. 15. Knowledge1 Knowledge1 Widget/Footer Bring all the capabilities of Knowledge at your fingertips External Sources Search multiple repositories Tribal Knowledge Everybody is a contributor Share Articles in One Click Easily share article content Advanced Analytics More detailed user analytics
  16. 16. Bring the Search Experience to the Next Level Keyword Auto-Suggestion Help find the right questions to ask Article Title Auto-Suggestion In one click access the right article Suggested Knowledge Get the best articles based on case information Highlighted Article Extract Know in one look which article is the right one Intent Analysis Switch from OR search to AND/OR with NLP Topics Identification Get smarter search
  17. 17. Self-Service Mobile Public Knowledge Base for Mobile Mobile SelfService
  18. 18. Service Cloud Self-Service Studio
  19. 19. Eoin O'Neill Mike Jones Francois Lopitaux Wonga.com @thegogz EMC Mozy salesforce.com @flopitaux
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