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Drew Benson

Blogs from this Author

Service Cloud Console Migration Tips and Best Practices

For those of you still managing cases in the classic Salesforce view and interested in migrating to the Service Console, or thinking about migrating to the Salesforce Service Console from another case management system altogether, I hope you find this post helpful in prepping your team for the move. Migrating a group on to a […]

FAQ: Overview of Omni-channel Feature in Service Cloud

For those Salesforce Service Cloud users out there who have heard, or maybe even read about this updated Service Cloud feature in the Spring ’16 Release Notes, Omni-Channel, but still have questions – this blog post is for you. I’ll answer some of the frequently asked questions we’ve heard from some of our Salesforce customers around this great […]

Service Cloud Keynote Highlights from #DF15

The Service Cloud Keynote kicked off at 12:30 PST on Thursday with more than 7,000 in attendance, and 70,000 watching online. If you happened to miss it, here a few key highlights and takeaways from the presentation: Highlights: Service Cloud is the number one service application in the world Salesforce is focused on delivering a […]

#DF15: How 3 Leading Brands Deliver Personalized Customer Service

How do B2C companies like FedEx, Walgreens and Yahoo deliver personalized customer service in a connected and high volume world? Brian Calderwood (Walgreens), Celeste Davis (FedEx TechConnect), and Anar Shah (Yahoo) told us how: FedEx TechConnect Quote – “I will make every FedEx experience outstanding.” FedEx deployed Service Cloud roughly 9 months ago as part […]