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Essentials BLX Service Cloud Breakout

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Essentials BLX Service Cloud Breakout

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Essentials BLX Service Cloud Breakout

  1. 1. VIDEO Energy Opener
  2. 2. Deliver the Future of Customer Service. Today. Chet Chauhan VP Product Management, Service Cloud in/chetchauhan
  3. 3. Thank you.Thank you
  4. 4. Subtitle text Addresses in Case Feed Email Hover Rename Case Feed Actions Drag-and-Drop into Case Feed Files Rename Community Actions New Feed View Settings Page Customize Web-to-Case Notifications CC on Email-to-Case Auto Response Monitor Knowledge Search Activity Next-Gen Knowledge Search (GA) Search Highlights and Snippets Promoted Knowledge Results Send Article Content via Email (Pilot) Rich Text Editor Upgrade New Knowledge One Interface Console Integration API New Methods Collapsible Case Feed Publisher Full-width Feed Expanded Quick Text Availability Case Feed Email Action in Salesforce1 Attachment Component in Case Feed Case Experts (Pilot) Case Feed Email Updates On-Demand Email-to-Case Increase Questions in Service Communities Milestone Tracker Console Component Article Keyword Auto-Complete Knowledge Code Sample Button Next-Gen Knowledge Search (Pilot) Knowledge One Search Page (GA) File Transfer in Chat (GA) Set Default Email Action Defaults Updated Open CTI Methods New Console Keyboard Shortcuts New Console System Recommendations Rearrange Console Tabs Linked Cases Related List on Articles Updated Article Preview Page Send Article Content via Email (Beta) Increased Default Max Articles Limit Clone Console Apps Create and Edit Macros Share Macros Milestone Countdown Timer Redesign Asset Object Redesign Field History Tracking on Asset Records We’re Committed to Your Success 120+ features delivered this year Summer Winter Spring
  5. 5. Record Types Added to Asset Record Linked Cases Related List on Articles We’re Committed to Your Success Knowledge One Article Create & Share Live Agent Right-to-Left Languages Live Agent API New Methods Live Agent API New Visitor Resources Open CTI New Directory Methods Console Integration API New Methods Related Lists Console Component Topics List Console Component Add Call Data to Interaction Log New Lookup Components Interface Service Communities Templates Social Customer Service Moderation Social Customer Service Quick Text Retweet Social Post in Case Feed View and Run Macros Widget We’re Committed to Your Success 120+ features delivered this year Automatic Console Feature Access Rearrange Console Tabs Customize Console Navigation Tabs Social Customer Service Starter Pack SCS Easy Administrator Social Post Interaction within Feed Social Response in Lead Feed Broad Social Listening from Console Google+ Social Customer Service (Pilot) Sina Weibo Social Customer Service (Pilot) Organization Sync for Business Continuity Summer Winter Spring Compact Case Feed Rename Case Feed Actions Service Communities Templates (GA) Social Customer Service Starter Pack (Pilot) Google+ Social Customer Service (Pilot) Sina Weibo Social Customer Service (Pilot) SCS Common Setup Defaults Social Account Authentication in Salesforce Custom Console Colors (Pilot) Smart & Simple Agent Console Lookup Component Multiple Columns Related List Items Hover Lookup Component Inline Editing Vertical Autosize Stacked Component Navigation Tab Setup Warnings
  6. 6. Salesforce Continues Leadership in Customer Engagement 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.   Magic Quadrant for 
 CRM Customer Engagement Center April 27th, 2015 Analyst: Michael Maoz, Jim Davies Gartner has positioned salesforce.com highest for ability to execute and furthest for completeness of vision in the Leaders quadrant Source: Gartner (April 2015)
  7. 7. Customers Experiencing Phenomenal Results +40%increased 
 customer
 satisfaction +42% faster case 
 resolution +40% agent
 productivity +39% customer retention +38% Net Promoter Score +40% support cost savings
  8. 8. Connect with Your Customers in a Whole New Way SNA Terminal Mainframe LAN / WAN Client Server LAN / WAN Client Server Cloud Social Mobile 75Bconnected products Systems of Record Systems of Engagement Systems of Record Systems of Engagement
  9. 9. The Future is All About Customer Experience Source: Customers 2020 Report “Customer experience has overtaken price and product as the key brand differentiator.” Price Product Customer Experience #1
  10. 10. The Customer Experience Gap Yesterday’s Customer Service Solutions Your Customers Not built for mobile Personalized: want answers wherever they are, in context Smarter: want the right answers the first time Faster: needs constantly evolving Disconnected customer data Not built for speed
  11. 11. Deliver the future of customer service. Today. Introducing the New Service Cloud Personalized service Smarter support Start faster S1 MobileAnalyticsConsole Desk1 Service CommunitiesSOS for Apps
  12. 12. Deliver the Future of Customer Service. Today. Smarter Support Personalised Service Go Faster
  13. 13. NEW Announcing: SOS for Apps Personalized: Deliver a 1:1 experience in any mobile app Immediate: Deliver service instantly Connected: In-context service in any mobile app Connect 1:1 with personalized service in every mobile app Personalized
  14. 14. Turn social conversation into social customer service Introducing: Social Customer Care in Service Cloud Connect social engagement to your business process Personalized: Deliver responses in-context with connected customer data Fast: Automatic routing and case creation for quick response Personalized
  15. 15. Announcing: Self-Service & Community Templates Mobile: Responsive design to engage on any device Fast: Brand with drag & drop designer in minutes Connected to back end customer data for agents to engage in context Personalized Deliver personalization at scale
  16. 16. Bernard André Director T2S Projects Euroclear SA/NV
  17. 17. Deliver the Future of Customer Service. Today. Smarter Support Personalised Service Go Faster
  18. 18. NEW Introducing: Smart Agent Console Easy: Drive agent productivity with new, modern layout Fast: Find and deliver the right answers faster with a single agent view Feed-first: Create, manage, and view cases in new Compact Feed to do more with less Smarter Featuring: The Service Intelligence Engine
  19. 19. NEW Announcing: Analytics Cloud for Service Platform: Integrate all your service data Easy: Designed for your employees, partners, and managers Mobile: Your business metrics in the palm of your hand Smarter …Any Data HR 
 Systems 
 Data Field Service Data WFM Data Brand 
 Loyalty Data Customer Survey Data Full CTI 
 Data Product 
 Data Product 
 Returns 
 Data
  20. 20. VIDEO
  21. 21. Jan Verbrugghe Master Solution Strategist Sebastiaan de Man Senior Solution Engineer
  22. 22. One of the world’s fastest growing energy companies Over 4,000 home and small business installations Delivers smarter and more personalized customer service
  23. 23. DEMO
  24. 24. Deliver the Future of Customer Service. Today. Smarter Support Personalized Service Start Faster
  25. 25. Introducing the New Desk.com Fast to Get Started: Get up and running in a day Fast to Connect: Engage customers on all channels Fast to Grow: Seamless transition to Service Cloud Fastest path to growing your service Faster
  26. 26. Fastest Path to Success Starts with the Cloud The Salesforce Advantage Focus on Growth & Innovation Faster ROI Continuous security & performance improvement Subscription model Trusted, Multitenant Cloud Three seamless upgrades per year Faster
  27. 27. Deliver the Future of Customer Service. Today. Smarter Support Personalized Service Start Faster
  28. 28. Thank you

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