Ds service cloud_edcompare

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Ds service cloud_edcompare

  1. 1. Selecting the right Service Cloud edition Today’s customers want faster, more responsive service across every channel, and on any device, and they want it now. With Service Cloud™, you’ll deliver customer service at the speed of now, with everything you need to amaze your customers and keep your agents productive. Amazing innovations in the Service Cloud put even more tools at your disposal, like a knowledge base to make your agents and customers smarter, customer communities to empower customers to find solutions, and mobile capabilities for your agents and customers to deliver service and get answers anywhere. Best of all, it’s easy to use and customizable to the way you work. And, because it’s all in the cloud, everyone can access the Service Cloud with just an Internet connection—there’s no need for expensive hardware or software. Did we mention flexibility? With the Service Cloud, you can simply add more seats or upgrade to another edition that has more features when your call center grows. There’s no disruption to your business because we take care of everything behind the scenes. “ Our public knowledge base got 1.46 million hits in 6 months. ” Jerry Kelly, CIO Avid Use the below information to gain a quick overview of the main capabilities of each edition. The details of every feature by edition—new features come out three times per year—are in the matrix on the next page. ▪▪ ▪▪ ▪▪ Professional Edition – Basic service and support for any size team. Choose Professional Edition if you’re running a small contact center team and need access to basic service and support functionality like case tracking, agent console, solutions, mobile access, Web and email case capture, and auto-assignment and escalation rules. You can also use the Service Cloud to join conversations about your company, products, and services via Twitter. Enterprise Edition – Extend service to the Web with customization, automation, and integration. Enterprise Edition is our most popular edition because it includes many key features a large contact center needs, like a world-class knowledge base, customizable customer portals and communities, service contracts, entitlements, Facebook integration, CTI integration, and the ability to collaborate with team members on cases. Additionally, Enterprise Edition includes many Force.com platform features such as workflow and approvals, so you can automate any business process you have, and integration with any system using our API. You also get extensive customization capabilities—a key to user adoption. It’s the edition used by most large enterprises Performance Edition – Bring together the Salesforce innovations you need to drive amazing growth, achieve new levels of customer satisfaction and maximize sales and service success in today’s connected, mobile and social world. Performance Edition combines the world’s #1 CRM apps and platform—Sales Cloud, Service Cloud and Salesforce Platform—together with Salesforce Knowledge, Live Agent web chat, clean, targeted lead and customer data from Data.com, coaching and feedback tools from Work.com, trusted identity services from Salesforce Identity and more. Performance Edition includes the Premier+ Success Plan with success resources, 24x7 support, unlimited online training, and administration services to help tailor the Salesforce to meet your needs. You’ll also receive more storage, more sandboxes, lots of custom objects, fully customizable mobile access, and an unlimited number of custom tabs and custom apps. Performance Edition brings together everything leading companies need to maximize performance across sales and service. Extend CRM to accelerate performance US$65/user/month US$135/user/month US$300/user/month
  2. 2. Service Cloud Edition Comparison Feature Professional Agent console & customizable layouts Analytics snapshots Asset management & product tracking Auto-suggested solutions Case auto-assignment Case email auto-response Case escalation rules & queues Case management & history tracking Case team collaboration Chatter Collaboration Contract management Crowd-sourced answers & ideas Customizable dashboards & reports Email & templates & tracking Email integration (Outlook, Gmail) Google Apps integration Integrated content libraries Mobile access Multilingual solutions Partner collaboration (Salesforce to Salesforce) Role permissions Task & activity tracking Web & email case capture Offline access Profiles & page layouts Mobile customization & administration CTI integration Enterprise analytics Enterprise Reporting What-If Modeling Advanced Filters Field service management** Force.com code (Apex) & pages (Visualforce) Integration via Web services API Custom websites Record types Salesforce for Twitter & Facebook** Service entitlements Visual SLA timelines Visual workflow Workflow & approval automation 24x7 toll-free support 100+ administration services Unlimited online training Knowledge base*** Knowledge usage analytics* Rich knowledge article templates* Live Agent Web Chat Data.com Corporate (Clean & Prospector) Work.com Perform Customer Community Developer sandbox Developer Pro Sandbox Partial Copy Sandbox Full sandbox environment for testing Data storage (1GB minimum for all editions) † File storage (11GB minimum for all editions) Maximum custom applications Maximum custom tabs Enterprise Performance 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 $ 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 $ $ $ $ 3 3 $ $ $ $ 1 included $ $ $ 20MB per user 612MB per user 10 25 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 $ 30 included 5 included 1 included 1 included 120MB per user 612MB per user Unlimited Unlimited $ $ $ $ $ $ $ $ 20MB per user 612MB per user 5 10 √ = Included in base user license $ = Additional fee applies * Included with the knowledge base add-on ** Available as a downloadable application via the AppExchange *** Read-only Knowledge access is included with every Enterprise user license. Write access is available for an additional fee. † All editions have a minimum of 1GB of data and 11GB of file storage shared by all users. Additional storage is available on a per-user basis for each edition. For More Information Contact your account executive to learn how we can help you accelerate your CRM success. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco, CA, 94105 United States 1-800-NO-SOFTWARE www.salesforce.com Global Offices Latin America Japan Asia/Pacific EMEA Australia India +1-415-536-4606 +81-3-5785-8201 +65-6302-5700 +4121-6953700 +61-2-9394-7300 +91-080-6720-5349 Copyright ©2013, salesforce.com, inc. All rights reserved. Salesforce.com and the “no software” logo are registered trademarks of salesforce.com, inc., and salesforce.com owns other registered and unregistered trademarks. Other names used herein may be trademarks of their respective owners. DS_ServiceCloud_2013-11-7

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