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Archive for the ‘Customer Service’ Category

A Customer Success Platform for the Fourth Industrial Revolution

Have you heard of the Fourth Industrial Revolution? If you were at Dreamforce ‘17, you sure did! First there was steam, next electricity, then computers, and now the Fourth Industrial Revolution, where machine learning allows artificial intelligence and robotics to come alive, and the Internet of Things to transform customer experience. Technology is rolling out […]

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Meet Clarity Connect for Salesforce

Salesforce and Skype for Business customers can now deliver a more orchestrated customer experience with Clarity Connect for Salesforce. The contact center solution naturally extends Skype for Business functionality in your CRM environment to intelligently route and record incoming calls.

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Lightning Strikes Again with New Service Cloud Features

An Introduction to the New Salesforce Service Cloud  Salesforce touts themselves as “the world’s #1 customer service platform” and they have taken another step forward in solidifying that position. The recent updates in their Summer ’17 release are aimed at accelerating Service Cloud setup and customization, productivity enhancements for agents when handling cases, and enhancements […]

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Enable Your Workforce to Deliver Smarter, Faster Service

Customer service is no longer just about providing an answer to a customer problem. It is now about enabling customers to obtain answers on their own, communicating suggestions and requests, and feeling like they have personalized service from their CS agent. Employees within organizations have the same expectations and organizations are transforming their service delivery […]

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Data Migration Steps for Moving to Salesforce Lightning Knowledge

How Do I Migrate to Lightning Knowledge with Multiple Article Types in My Org? As mentioned in my previous blog, Salesforce tends to recommend Lightning Knowledge for new customers or customers with only one article type in their org.  However, just because you don’t exactly meet the ideal criteria doesn’t mean you can’t or shouldn’t […]

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A Salesforce Classic to Lightning Knowledge Readiness Deep Dive

In the Spring ’17 release, Knowledge had its beta debut in Lightning but with the latest release (Summer ’17) it is officially generally available (GA). As of right now, Knowledge is available in both Classic and Lightning Experience; but it is a great time to evaluate if you’re ready to enable Lightning Knowledge in your […]

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Benefits of Adding Service Cloud Snap-ins to Your Apps

In this digital era, it’s almost impossible to find an organization that doesn’t offer some form of customer service tools to interact with their customers on their website or mobile app. Moreover, organizations are no longer about offering customer support just through phone or email. Customers are looking for ways to get their questions answered […]

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Field Service Trends You Can’t Ignore in 2017

In the Age of the Customer, where everything and everyone is connected, delivering a connected service experience for your customers – from call center to the field – is an absolute must! As industries continue to face digital and technology disruption, we’re seeing that the customer experience has overtaken product and price as the true differentiator […]

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Making Customer Service Conversational for Your Customers

Making Service Conversational Requires Investments in Self-Service Customers are increasingly impatient and want immediate answers to their problems or questions. Using self-service channels as a first point-of-contact is a great way for service organizations to alleviate some of the demands on your contact center while executing against the ongoing need to deliver an exceptional customer experience. However, […]

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