Service Cloud Console as a Platform


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  • Any purchase decisions customer make should be made based on currently available technology. Please visit our website sto review our Safe Harbor statement in detail.
  • Over the last year, the discussion has centered on our national performance as it relates to college success.   Of the 2 million people who enroll in bachelor programs each year, about 40 percent or 800,000 will never graduate.  For the second year in a row, a key theme in the President’s State of the Union Address was the importance of giving everyone the best possible chance at an education so we can again take the lead in the proportion of college graduates in the world.  
  • Over the last year, the discussion has centered on our national performance as it relates to college success.   Of the 2 million people who enroll in bachelor programs each year, about 40 percent or 800,000 will never graduate.  For the second year in a row, a key theme in the President’s State of the Union Address was the importance of giving everyone the best possible chance at an education so we can again take the lead in the proportion of college graduates in the world.  
  • In a nutshell, CTI allows you to do call control with a computer. The complexity goes far beyond that, but that’s the most significant piece from the salesforce perspective. Pause. So let’s say you as a customer call up your credit card company with an inquiry. It’s usually a 1800 number, and you are presented with options, starting with whether you want to continue in english or spanish. This piece is called the IVR, or Interactive Voice Response. The call is routed to an agent queue based on the skills required. The call reaches the hardphone at the agents desk, and it starts ringing. Pause. In the meanwhile, the call information, like the caller number, dialled number, options selected, account number etc are all available. These are all help identify the customer and the issue. Wouldn’t it be great if we could pull up the customers details based on this information?Pause. And that’s where CTI comes in. The salesforce CTI application allows telephony a telephony platform or CTI server to query salesforce for this information. It also renders a softphone to allows the agent to do call control. And based on the results, you can screen pop the appropriate page in
  • The call control in salesforce is provided through a softphone. Here’s the softphone in the Service Cloud Console. When a call comes in, we screen pop the account details in a new tab. At the same time, all the existing tabs remain intact. In the standard salesforce app, it is housed in the sidebar available on most pages.Pause.The application consists of 2 pieces. The first piece speaks to salesforce. The second piece, also called the CTI adapter, speaks to the telephony systems using an API. Pause, Our partners customize the adapter to speak to ensure that the right call information gets presented to the agent.
  • Pause. CTI-4.0 is our newest CTI release. It is a complete re-architecture of the product, and is the first step to a complete server side CTI solution. In essence, we have taken out all the code that was housed in the application and moved it to the cloud. Pause. So what’s left on the client machine? Why is anything still left at all? Well, the partner adapter is still on the client. We want to introduce this re-architecture incrementally and grandfather partners in to this new model. What’s left on the client on the salesforce side however, is now just a shell, which communicates between the browser and the partners adapter. Pause. There are so many benefits with this re-architecture. I’m going to highlight a few of the most important ones. Pause.First, CTI can now be used with any browser! It’s still a windows application, so it has to be a windows browser. However, any thing FF 3+, IE8+, Chrome 10+ is supported. Second, we now give partners the complete source code to the application. This makes it easier for them to leverage and customize it. At the same time, it’s easier to maintain and debug. Finally, we’re out of the COM restriction. The standard web technologies we use allow us to innovate so much more. And for all browsers. It also means we are more stable and don’t have to concern ourselves with 32 bit vs 64 bit.
  • I’m not going to delve too much into this slide. However, at high level, I just want to point out the major differences between CTI-4.0 and it’s previous versions. Where AJAX is now, we user COM before. Pause.The “browser” box that you see used to be only IE, and Firefox 3.6. And finally, the Browser Connector Shell, with it’s impressive sounding name, was not available to partners as open code. This means that when something went wrong there, they had to reach out to us. Now, it is just a light weight message proxy.
  • Service Cloud Console as a Platform

    1. 1. Service Cloud Console as a Platform<br />Service & Support Professionals<br />Michael Ramsey,<br />Derald Sue, InsideTrack<br />Cindy Durnal, Honeywell Aerospace<br />
    2. 2. How to Find This Session in the Dreamforce Mobile App<br />Chatter Feed: Touch the Session Name<br />Session View<br />
    3. 3. Safe Harbor<br />Safe harbor statement under the Private Securities Litigation Reform Act of 1995:<br />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, 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.<br />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 intellectual property and other litigation, risks associated with 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2011. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.<br />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., inc. assumes no obligation and does not intend to update these forward-looking statements.<br />
    4. 4. Agenda<br />Service Cloud Console Overview<br />Customer Presentations<br />Q&A<br />
    5. 5. Michael Ramsey<br />Director Product Management, Service Cloud<br />
    6. 6. Next Gen User Interface<br />Manage Multiple Interactions<br />Right Context / Right Time<br />New Ability to Customize the User Experience<br />3rd Party Application and Data Integration<br />Robust Customer Interaction Platform<br />
    7. 7. Recent Features & RoadmapAccelerating Innovation<br />Integration Toolkit<br />Highlight Panels<br />Winter’11<br />Winter’11<br />Interaction Log<br />Spring’11<br />Winter’11<br />Suggested Knowledge<br />Winter’12<br />Pinned List Views<br />Sub Tab Components<br />Summer’11<br />Dynamic Lists & Detail Pages<br />Winter’12<br />CTI 4.0<br />Winter’12<br />Custom Logos<br />Primary Tab Components<br />Short Term<br />Short Term<br />Mid Term<br />Configurable Hotkeys<br />Mid Term<br />Application Components<br />
    8. 8. Pinned List Views, Visual Force & Web Tabs<br /><ul><li>Access Lists while Viewing & Updating customer records
    9. 9. Left Sidebar or Header Orientation
    10. 10. Call Down Lists
    11. 11. Web & Email Case Queues</li></li></ul><li>Dynamic Detail and List Views<br />Push Notifications to Increase Agent Productivity<br />Automatically Refresh Lists<br />Alert Agents to Record Level Changes<br />Visual Notification of Field Level Changes<br />
    12. 12. Service Cloud Console Resources<br />API Documentation<br />Service Cloud Console Integration Toolkit<br />Blogs<br />Providing More Context For Your Agents<br />Not just Agent Console 2.0<br />Where's my Home Tab?<br />Zero Click Data with Custom Console Components<br />
    13. 13. Derald Sue<br />Chief Information Officer<br />
    14. 14. We have a national graduation crisis<br />800,000 of the 2 million students who <br />start a bachelor’s program each year will never graduate<br />
    15. 15. We need to focus on success and access<br />The US has done a good job of increasing access to college, but<br />without an equal focus on college success, our efforts won’t achieve their desired result.<br />
    16. 16. We’ve been driving student engagement and success for more than a decade<br /><ul><li>More than 350,000 students Coached
    17. 17. 15% impact on retention and graduation</li></ul>Home Office: San Francisco, CA<br />Coaching Centers: Portland, San Francisco<br />
    18. 18. Solution overview<br />
    19. 19. Drop detail<br />Retention rates<br />Coached<br />Control<br />Rate of student satisfaction<br />Coaching Management Systems drive impact and deliver deep insights into the student experience<br />InsideTrack Catalyst <br />Salesforce Platform<br /><ul><li>Detailed records of every student/coach interaction
    20. 20. Structured capture of qualitative information
    21. 21. Power analytics and reporting</li></li></ul><li>Visualforce & CTI Toolkit 3.0 Development<br />
    22. 22. Salesforce platform roadmap template<br />Salesforce Release<br />Major Theme Release<br />Minor Release/Bug Bucket<br />Migration<br />New/Expansion<br />
    23. 23. Long and short term development process<br />Salesforce Release<br />Major Theme Release<br />Minor Release/Bug Bucket<br />Migration<br />New/Expansion<br />
    24. 24. Development takeaways<br /><ul><li>Find a good long term partner
    25. 25. Success developing against CTI 3.0 Toolkit in Service Console
    26. 26. Enhanced task/activity logging (call data)
    27. 27. Optimized workflow</li></li></ul><li>Cindy Durnal<br />Sr Manager,CRM<br />
    28. 28. Honeywell at a Glance<br /> Honeywell Aerospace is a $11B global provider of integrated avionics, engines, systems and service solutions for aircraft manufacturers, airlines, business and general aviation, military, space and airport operations.Our primary focus is to enhance customer value by making flight safer, more reliable and more cost-effective through our unique capabilities in sophisticated avionics, flight safety products and systems, propulsion engines, auxiliary power units and wheels and brakes and our strong aftermarket service and support. We are committed to redefining customer- supplier relationships across a broad array of core competencies, including power, guidance, navigation, safety, communication and services - all through a spirit of partnership.Our aerospace products can be on virtually every type of aircraft in use, in nearly every region of the world. In the air and on the ground, Honeywell systems and components reflect cutting-edge technology incorporated from our product development efforts. These efforts contribute to Honeywell's unequaled variety of products and services, which in turn lead to greater customer satisfaction.<br />
    29. 29. Current Business Volumes<br />2010<br />Initial deployment in 2010 to 2,000 users<br />3 Distinct Releases<br />Deployed Sales cloud to Global AT&R and D&S sales organizations supporting multiple sales processes<br />Deployed Services cloud with Agent Console 2.0 (w/CTI integration to 300 call center agents and 300 back office agents)<br />Email2Case – 55 inbound customer emails (50K cases/month)<br />Web2Case – Integrated with Aerospace Customer Portal<br />Support for Field Events, Service Requests, Request for Quote (RFQ), Contracts/Entitlements, Products, Fleet Data, VOC and Solutions<br />Real-time NSS/NPS/VOC Surveys (ClickTools)<br />2011<br />Expanded user base by 20%, incorporated new lines of business<br />Customer Training application migration to platform<br />Leverage NetExam LMS App<br />Deployed Chatter across the platform<br />Real-Time Web Portal (API) Integration <br />Salesforce-to-Salesforce instance Integration<br />Deployed Robust Support Processes <br />
    30. 30. Solution Overview<br />Improved productivity<br />Navigation, primary and sub tabs; all information is displayed on the same screen<br />Customer contact recognition and screen pops and ease of case creation<br />Single search feature at top of screen<br />Differentiated customer services due to increase service level adherence<br />Proactive queue management with visibility to over 50K cases per month<br />Increased ability to respond to customer requirements<br />Navigational ease and data availability<br />
    31. 31. Case Study: Agent Console 2.0 call flow <br />Agents login to the softphone that registers then with the PBX and AVAYA applications<br />xxx-xxx-xxxx<br />News calls are identified on the software with caller ID (incoming phone number) and call tree options selected<br />In this scenario, NO contact records matched which prompted the new contact screen to open<br />
    32. 32. Case Study: Agent Console 2.0 call flow <br />xxxxxxxxx<br />xxxxxx<br />xxx<br />xxx<br />xxx-xxx-xxxx<br />xxx-xxx-xxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxx<br />xxxxxxx<br />xxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />Xxxxxxxxxxxxxxxxxxxxxxx<br />In this scenario, MULTIPLE contact records matched (see in softphone) and which prompted the search results screen to open and enable the agent to select the correct customer contact<br />
    33. 33. Case Study: Agent Console 2.0 call flow <br />xxxxxxxxx<br />xxx<br />xxxxxx<br />xxxxxx<br />xxxxxxxxx<br />xxx-xxx-xxxx<br />xxx-xxx-xxxx<br />xxxxxxxxxx<br />xxxxxx<br />xxx-xxx-xxxx<br />xxxxxxxxx<br />xxxxxxxxxx<br />xxxxx<br />xxx<br />xxx<br />xxx<br />xxxxxx<br />xxxxxxxxx<br />xxx-xxx-xxxx<br />xxxxxxxxx<br />xxx-xxx-xxxx<br />xxxxxx<br />xxxxxxx<br />xxxxxxx<br />xxxxxxxx<br />Agent selects the contact record and very quickly begin addressing customer needs – edit contact info, open new or existing case, look at activity history…<br />
    34. 34. Case Study: Agent Console 2.0 call flow <br />Utilize the tab functionality to quickly and easily retrieve information from the console<br />xxxxxxxxx<br />xxx<br />xxxxxxxxx<br />xxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />xxxxxxxxxxxxxxxxxxxxxxxxxxxx<br />
    35. 35. Demo<br />Cindy Durnal<br />Sr Manager CRM<br />
    36. 36. Service Cloud Console Use<br />300 call center agents and 300 back office agents<br />Order Management and Technical Operations representatives<br />Cases, Solutions, Service Requests, Skills, Feedback, My Tasks<br />13K phone calls per month, 50K Web2Case/Email2Case<br />
    37. 37. Key Deployment Takeaways<br />Rebuilt CTI integration between SDFC & AVAYA using CTI adaptor API<br />Key Features utilized:<br />Ability to open multiple tabs and traverse between each without having to open new windows (i.e. Accounts, contacts, cases)<br />Quick view on top of each record to show important information<br />Customizable/collapsible interaction log on each record to create an activity<br />Collapsible Soft Phone on bottom right to allow for more visibility of data on the screen<br />Search All functionality on top to allow for searching on all objects<br />Customizations that Honeywell added:<br />New advanced console development toolkit<br />Creation of My TaskVisualforce page to provide agents visibility to their tasks on the console<br />Transfer with call/case context<br />Issue with IE7 for console users – text skipping while typing; use of Firefox resolved the issue<br />
    38. 38. CTI 4.0<br />
    39. 39. Computer Telephony Integration enables call management via a computer<br />CTI Overview<br />CTI Server. Provides call information , IVR, routing etc<br />Customer inquiry over voice<br />Agent receives call and call information<br /> CTI<br />
    40. 40. The softphone<br />
    41. 41. CTI Partners & Adapter Options<br />Midmarket<br />Platforms<br />On Demand<br />Telephony<br />Enterprise<br />Platforms<br />System<br />Integrators<br />32 partners <br />100 different adapters <br />80 different platforms<br />
    42. 42. Key Capabilities<br />Call Control from Softphone<br />Click-to-dial<br />Automatic Call Logging<br />Screen Pop any Object<br />Easy Call Center and Softphone Setup<br />
    43. 43. The All New CTI – 4.0<br />
    44. 44. High Level Architecture<br />Partner<br />Agent Desktop<br /><br />Toolkit (shared code between and partner)<br />Browser<br /><br />AJAX<br />SalesforceCTI (EXE)<br />Telephony System<br />CTI Adapter (Partner DLL)<br />
    45. 45.
    46. 46. How Could Dreamforce Be Even Better? Tell Us!<br />Every session survey you submit is a chance to win an iPad 2!<br />Watch your inbox at the end of each day for an email from our survey partner, Alliance Tech.<br />Click on the personalized link to be directed to the survey page for the sessions you attended. <br />