Brendan Callum

If you missed out on DF13 (or were there but partied a little too hard), there were some great new roadmap details revealed for the Salesforce Console for Service (previously “Service Cloud Console”). Here are the top 4 roadmap features that we’re excited about with a link to the full session video below. Similar Cases […]

Quick update for those of you attending Dreamforce ’13 in a few short weeks. Perficient (and our clients) will be featured in two different Dreamforce sessions this year: Service Communities: Delight Customers & Build Lasting Relationships Join us to learn how Communities enables businesses to provide a range of stellar customer service experiences, whether it’s […]

If you want to move from a customer/partner portal to Communities, you might find yourself faced with a dilemma: Should you swap your old portal licenses to Communities licenses, or not? Don’t be alarmed, of course, your existing portals aren’t going away, but you may want to move to take advantage of some of the […]

With over 800 implementations across 7+ years, it’s safe to say that we’ve had great success implementing Partner and Customer portals for our clients. We’ve been urging many of these happy portal clients to start thinking about how they will use Salesforce Communities (generally available since Summer ’13). Common questions we’ve heard so far are, […]

The Salesforce Winter ’14 Release is coming up this month, but in case you haven’t had the time to read through all 309 pages of the release notes yet, we’ve put together our top picks for Communities (see  our post on Service Cloud features as well). Read on for our highlights!

The Salesforce Winter ’14 Release is coming up this month, but in case you haven’t had the time to read through all 309 pages of the release notes yet, we’ve put together our top picks for Service Cloud (see our post on Communities features as well). As usual – we had a hard time narrowing down our top […]

Part of the fun of owning Service Cloud Strategy at Perficient is getting to participate in industry events and conferences. We like to stay on top of innovative trends in the industry at large, not just the Salesforce ecosystem, because it’s critical to the success of our clients. Learning and sharing are part of our […]

Live Agent as a product is easy to configure, but rolling out chat takes time and planning, though, especially around customer experience. Whether you’re thinking about it for the first time or looking to improve your existing chat solution, we’ve put together a short guide to get you started.

Using a platform like Salesforce means that customer support and sales get to share the same space and use the same data. The shared environment is a huge advantage over systems that only focus on one business area (like RightNow or Zendesk). To maximize sharing between both groups – we’ve put together some common use […]

As experts in innovative customer support, our team is knowledgeable about a wide range of support products (not just Service Cloud). In fact, we’ve worked with many fast growing companies who started out with a lightweight support tool like Zendesk when they only had a handful of agents. Many of those same companies have come […]

When moving from a service and support focused system like RightNow – our clients often have questions about what functionality will be different in Service Cloud. I’ve blogged in the past about general migration best practices but today I’ll be focusing in on a key difference between the two systems: Platform vs Product. Having worked […]

We’ve had the great privilege of helping many of our clients move to Salesforce Service Cloud. Some come from a world of spreadsheets and email, while others from complex webs of legacy CRM and ERP tools. This blog is the first part of an on-going series about moving to Salesforce Service Cloud from other solutions. Our experience has […]