Summary of Salesforce capabilities to improve customer service operations and processes resulting in improved customer satisfaction and significant cost reduction.

1. Transform the Customer Experience with Intelligent Service Conversations
fcernic@salesforce.com
@fkcernic
Salesforce for Service
Frank Klaus Cernic
Service Cloud Account Executive

2. Today, Customers Avoid Support
Getting support is painful, time consuming, and inconvenient
Which product are
you calling about?
How can I help you today?
Can you hold while I look
something up, please?
Let me transfer you to one of
our specialists. Can you hold?Hello, who am I speaking with?
of customers would prefer
to self-serve before dealing
with a service agent
81%
Can you tell me about
your problem?
Have you tried following our
troubleshooting instructions?
Source: HBR

3. Disruptive Companies Use Service to Transform the
Customer Experience
Convenient Contextual Conversational

4. But Delivering a Great Customer Experience is Difficult
Service solutions built for transactions, not conversations
Case
Sales Data
Knowledge
Base
Communication
Channels
WFM
ERP
Who is the customer?
What have they previously called about?
What else might they be interested in?
What is the solution?
Which products have they purchased?
Your Customers Your Agents

5. Intelligence Empowers Agents with Real-time Solutions
Surface insights and answers instantly for agents to deliver conversationally across channels
Your Customers Your Agents
Communication
Channels
Case
Sales Data
Knowledge
Base
WFM
ERP
Connected,
Intelligent CRM
Platform

6. Welcome to Salesforce for Service
The world’s #1 intelligent customer service platform
Personalized
Personalize every service
conversation
Make agents, managers &
mobile workers more productive
Use Intelligence & AI to make
agents smarter & customers
happier
Productive
Predictive Connected
Connect on one intelligent
platform

7. Low Touch
Conversations
No Touch
Conversations
High Touch
Conversations
Field Service
Lightning
Web & Mobile
Snap-in ServiceOmni-channel Routing and
Supervisor
Social Customer Service
Self-Service
Communities
Connected Products
Service Journeys
Service Analytics
Cross-sell & Upsell
Service Bots
LiveMessage
Agent Console
eCommerce
Deliver Intelligent Service Conversations Across Every Channel

8. Salesforce for Service
The world’s #1 intelligent customer service platform
Personalized
Personalize every service
conversation
Make agents, managers &
mobile workers more productive
Use Intelligence & AI to make
agents smarter & customers
happier
Productive
Predictive Connected
Connect on one intelligent
platform

9. Salesforce for Service Drives Customer Success
Average Percentage Improvements Reported by Salesforce Customers
Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary.
Decrease in
Support Costs
22%
Customer
Retention
+ 26%
Agent
Productivity
+ 28%
Faster Case
Resolution
+ 31%
Increase in
Customer
Satisfaction
+35%

10. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of
the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a
particular purpose.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.
MagicQuadrantforCRMCustomer
EngagementCenter
April2017
Analyst(s):MichaelMaoz,Brian
Manusama
9 Years
in a row
A L E A D E R
Salesforce Continues Leadership in Customer Engagement

11. Thank Y u
For a Deep Dive contact –fcernic@salesforce.com