Service Cloud Datasheet

1. The Service Cloud
Twenty years ago, customer service meant picking up the phone and talking with an expert to resolve an
issue. Since then, companies have spent billions of dollars building out phone trees, self-service portals, and
outsourced call centers. Cheaper? Sure. But although this investment gives customers more ways to contact a
company, it also makes it more difficult to find answers.
Customers are now turning their backs on this service model and looking to others for answers. They’re talking
about companies like yours in discussion forums and on social networks like Twitter and Facebook. They’re
leveraging “the cloud.” And you? Chances are you’re unaware of these conversations. What’s more, your agents
still struggle to answer complex questions. They lack tools to collaborate, so the knowledge held by one person
can’t be shared easily with others.
It’s time for a new model. One that bridges the gap between the contact center, website, and social networks, and
helps companies collaborate to close cases faster. Welcome to the Service Cloud—now with Salesforce Chatter.
The Next Generation of Customer Service
Join the conversation
The Service Cloud is the next-generation platform for customer service. It lets you tap into the power of
customer conversations no matter where they happen. You can harness the know-how found on your website,
in a customer’s tweet on Twitter, or in a discussion between friends on Facebook. Your enterprise knowledge
increases. Your agents get smarter. And you gain insight into real customer needs.
Salesforce Chatter: the conversation starts here
Now agents can collaborate across the company in real time. Chatter can help you identify internal experts
and stay on top of critical developments relating to your top accounts and service cases. Complex issues get
resolved faster. And by serving up answers anywhere customers want them—over the phone, on the Web, or
even in Twitter—customer satisfaction climbs.

2. Best of all, the cloud computing model means the Service Cloud is less risky and gives you faster time to value
than your old on-premises software. And without any additional hardware or software purchases, it’s perfect
for times like these, when everyone is expected to do more with less.
Thousands of conversations. One cloud.
The Service Cloud lets you join every conversation, including those that have been out of reach of service
organizations until today. These conversations occur within:
▪ Online communities – Give your customers a place to have their conversations. Along with self-service, it’s
a place to share ideas, get help or training, and interact with other customers and your company.
▪ Social networks – Tap into the places your customers already frequent. The Service Cloud is open, so you
can easily plug into communities like Twitter and Facebook and harness their collective wisdom.
▪ Your contact center – Bring your agents into the conversation. Empower them with easy-to-use tools that
keep them moving quickly. Let them share knowledge through every channel.
▪ Partner communications – Your business and service partners can also join the Service Cloud. Share
customer information, answers, and access to the best minds in any company—anywhere.
▪ Search – Google is the first place many people turn to for answers. Because the Service Cloud lives on the
Internet, your customers can quickly access your knowledge and resources with a simple Web search.
Knowledge: the heart of the cloud
How can you connect all these conversations? The key is a single cloud computing platform with the world’s
most advanced knowledge base technology. This technology can sift through thousands of replies and quickly
“
present the right answer to the customer, agent, or partner, anywhere in the
cloud. That’s what the Service Cloud with Chatter delivers. And that means
more satisfied customers and more productive agents. Our public
Only with salesforce.com
knowledge base got
1.46 million hits in 6
”
You can’t serve today’s customers with yesterday’s technology. It’s too costly
and complex, and you miss out on too many conversations. You’re much months.
better off with the native cloud computing power of Salesforce CRM and
Jerry Kelly, CIO
the Force.com cloud platform. We’ve been the leader in enterprise cloud Avid
computing for more than a decade. Other industry leaders like Comcast,
Qualcomm, and Orange Communications trust us to help them deliver the next generation of customer
service and support. That’s why Salesforce CRM is the fastest-growing customer service solution among
support teams of all sizes.
For more information Corporate Headquarters Global Offices
Contact your account executive to learn The Landmark @ One Market Latin America +1-415-536-4606
how we can help you accelerate your Suite 300 Japan +81-3-5785-8201
CRM success. San Francisco, CA, 94105 Asia/Paci c +65-6302-5700
United States EMEA +4121-6953700
1-800-NO-SOFTWARE
www.salesforce.com
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