Posts Tagged ‘Service Cloud’

Get 2014 off to a great start with these Service Cloud Enhancements. Perficient Service Cloud experts developed this  list to help clients hone in on the features and functionality that can help boost your Customer Service performance.   #1 Console for Service Cloud If you’re in a fast-paced environment, the enhanced Console helps you locate, update, […]

If you use Salesforce Live Agent Chat, or have an interest in using it, here are a few enhancements that have come about in 2013 that you need to know about.   Multi-Lingual Support Live Agent Chat now boasts enhanced multi-lingual support with localized greeting messaging per chat button and per agent. Live Agent also […]

This is the season when customer service departments experience a high volume of inquiries. It’s especially true in retail with the holiday shopping season, but B2B is also busy with end of year goals to achieve. We’re all exposed to customer service this time of year, as consumers, providers or both. What makes a good […]

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 […]

As you can see from the Salesforce keynote, Mobile is extremely important to them and to customers. Why Mobile Self-Service Mobile devices are ubiquitous.  Q4 was the inflection point where more phones and tablets exist than pc’s and laptops. Study: Frost and Sullivan analysis show that users already use mobile devices for a wide ranges […]

While Dreamforce started on Monday, the Keynote kicked off today.  Huey Lewis and the News  kicked it off after a great children’s charity video.  Mark Benioff started by thanking everyone and speaking about why we are all really here, to help others.  “Philanthropy is the biggest rush.” 135,000 people registered to attend the event. (include […]

I mentioned Salesforce 1 in a previous post, a new platform to run Salesforce on mobile devices.  Service Cloud is also being enabled for Salesforce 1, so you can run Service Cloud applications on mobile devices.  Salesforce demonstrated how Philips embedded Service Cloud into an ultrasound machine.  When a technician has trouble with the ultrasound machine, […]

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 […]

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 Service Cloud (see our post on Communities features as well). As usual – we had a hard time narrowing down our top […]

View our complimentary on-demand webinar as we share how you can boost your Contact Center’s performance with Instant Insights™ — a Contact Center solution that brings together real-time performance analytics of your Salesforce Service Cloud and CTI. Stop listening to random calls and address the issues that are holding your Contact Center back from providing […]

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 […]