Service Cloud 3 represents a significant evolution in cloud computing, focusing on integrating social media with traditional applications to enhance communication and customer service. Key features include social monitoring, knowledge bases, social contact centers, live chat, social communities, and analytics, with various components set to launch over the next 18 months. The document highlights the importance of adapting to a world where services are increasingly found through social media, rather than traditional searches.

1. REI Systems, Inc.
Salesforce.com
Service Cloud 3
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3. WHAT IS SERVICE CLOUD 3?

4. THERE IS A FUNDEMENTAL SHIFT
HAPPENING IN CLOUD COMPUTING….

5. CLOUD ONE FOCUSED ON HOSTING IN HOUSE DESKTOP
APPLICATIONS AS A SERVICE, VIA THE INTERNET…..
-ROOM FOR INNOVATION
-REDUCED COSTS
-ENVIRONMENTALLY FRIENDLY

6. JUST ONE PROBLEM……
?

7. ……NORTH AMERICA ALONE HAS OVER
250,000,000 INTERNET USERS TODAY………

8. TODAY WE USE THE INTERNET AS OUR MAIN FORM OF
COMMUNICATION….
….WE USE THE INTERNET TO FIND SOLUTIONS TO
OUR PROBLEMS, AND TO ASK QUESTIONS……

9. WE WILL NO LONGER SEARCH FOR PRODUCTS AND SERVICES…….
THEY WILL FIND US VIA SOCIAL MEDIA

10. CLOUD 1 APPLICATIONS ARE LEVERAGED OVER THE
INTERNET BUT ARE NOT COMMUNICATING WITH THE
OUTSIDE WORLD………

11. CLOUD 2 WILL BRING EXTERNAL CONVERSATIONS
INTO CLOUD 1 APPLICATIONS
Cloud 1 Cloud 2
EASY, FAST, LOW COST SOCIAL, MOBILE, OPEN

12. WELCOME TO SERVICE CLOUD 3

13. AN 18 MONTH VISION……
COMPRISES OF 6 KEY COMPONENTS:
• SOCIAL MONITORING
- Salesforce for Facebook (already available on the Appexchange)
- Salesforce for Twitter (already available on the Appexchange)
- Radian 6 Social Monitoring (ETA next 12 months)
• SOCIAL KNOWLEDGE
- Knowledge Base (already available)
• SOCIAL CONTACT CENTER
- Service Cloud Social Media integration (ETA next 12 months)
- Chatter for Cases (ETA next 18 months
• LIVE AGENT
- Live Chat (ETA next 2-3 months)
• SOCIAL COMMUNITIES
- Ideas and Answers community (already available)
- Self Service Portals (already available)
• SOCIAL ANALYTICS
- Reports by Social Channel (ETA next 12 months)

14. REI Systems, Inc.
Contact:
Puneet Sethi Achieving Excellence Together….
psethi@reisys.com
703-480-9168
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