News : Salesforce Unveils ‘Reimagined' Customer-service, Sales Software
Oct 7, 2014 -- Salesforce.com has given its customer-support and sales software new names and announced a slew of additional features.
The announcements reflect the new reality Salesforce.com and other business software vendors face as companies desire a mobile-first design approach for applications, along with more effective ways to serve their customers across multiple channels.
The support application is now dubbed Service Cloud1 -- naming that aligns with the company's Salesforce1 development platform.
New features include an overhauled customer-service agent console that provides easier access to information that might help representatives resolve a case or complaint. In fact, the system will intelligently push content it determines will be useful to agents, according to a statement.
Salesforce.com is introducing Desk Connect, an integration tool that ties its Desk.com customer service app for small and medium-sized businesses to its main CRM (customer relationship management) software. The idea here is also to give such companies an eventual migration path to the full-blown Service Cloud1.
Finally, Salesforce highlighted a previously announced product, SOS, that is similar to Amazon's Mayday button for its Kindle Fire HDX tablets. SOS gives companies the ability to embed a help button inside their apps that launches an audio-video chat session with an agent. First announced in April, SOS remains in a private beta, with no general availability date provided.
Meanwhile, Salesforce is also rolling out new capabilities for its core sales software, now called Sales Cloud1.
A capability called Today is themed like Google's Now, showing a salesperson's tasks, meetings, dashboards and other information. One purpose of Today is to give representatives a quick snapshot of information about an account before meetings.
Another new mobile app, Notes, provides a way to take notes and link them to the proper account. Other new apps include Events, a meeting organizer; Sales Path, for guided selling processes; and Sales Data, which will deliver salespeople third-party information about their accounts through a partnership with Thomson Reuters and Salesforce.com's own Data.com service.
Posted by Veronica Silva Cusi, news correspondent
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Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Friday, October 10, 2014
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