Collaborate Disseminate
With a pandemic raging across many parts of the world, many companies have customer service agents spread out as well, creating a workforce management nightmare. It wasn’t easy to manage and route requests when CSAs were in one place, it’s even harder with many working from home. To help answer that problem Salesforce is developing […] Continue reading Salesforce announces new Service Cloud workforce planning tool
Salesforce announced an update to its Service Cloud today, which the company says enables non-technical administrators to build a customer service organization with connected services in less than day. That’s a bold claim, even for the marketing department, but the Service Cloud app builder has been built on top of the Salesforce Lightning development platform and designed to drag and… Read More Continue reading Salesforce claims you can set up customer service in Service Cloud update in less than a day
Last Fall when Salesforce introduced Einstein, its artificial intelligence initiative, it debuted with some intelligence built into the core CRM tool, but with a promise that it would expand into other products over time. Today it announced it was adding Einstein AI to its Service Cloud customer service platform. The goal is to make life easier for customer service reps and their managers.… Read More Continue reading Salesforce adds some artificial intelligence to customer service products
Salesforce has its fingers in many pies when it comes to tracking customers, customer service and marketing, but until now it left field service to third parties like ServiceMax. That changed today when the cloud giant announced a new field service product they have dubbed Field Service Lightning. Salesforce licensed parts of their new solution from ClickSoftware for hard bits… Read More Continue reading Salesforce takes on ServiceMax, Microsoft and Oracle with new field service product