002 - History of the Service Cloud, Features, and Use Cases

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Case Closed Podcast

Technology


Episode 002 gets at the history of the Service Cloud. It’s not been around as long as Salesforce has as a company, but it’s not that much younger than the Sales Cloud. It’s seen many evolutions over time though; in name, features, and possibilities. Cheryl and Jeff explore the Service Cloud’s history and what makes it amazing today.   Topics and Links Announcing “Customer Support Management” in March, 2001 - https://web.archive.org/web/20010331045305/http://www.salesforce.com/us/login.jsp Introducing “Supportforce” in January 2005 - https://web.archive.org/web/20050105004624/http://www.salesforce.com/products/whatsnew_winter05/index.jsp Introducing “Salesforce Service & Support 2.0” in December 2005 - https://web.archive.org/web/20051218125731/http://www.salesforce.com/products/customer-service.jsp Service Cloud licenses vs using Sales Cloud licenses Features of the Service Cloud licenses Customer 270º vs 360º Console features and experimenting Setting up a developer org - https://developer.salesforce.com/signup?d=70130000000td6N #showmeyourconsole on Pinterest Component Exchange on AppExchange - https://appexchange.salesforce.com/components Knowledge Business Cases for Service Cloud RemedyForce from BMC - http://www.bmc.com/it-solutions/remedyforce.html Inside Sales use cases for Service Cloud  On Target - http://www.perfectpipeline.com/ Internal company use cases for Service Cloud Great customer service experiences Zabars - http://www.zabars.com/home Workato - https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5iW1EAJ   Jeff Grosse and Cheryl Feldman The Case Closed Podcast Follow Jeff @CRMFYI Follow Cheryl @CherFeldman Like us on Facebook https://www.facebook.com/caseclosedpodcast/   Subscribe to Podcast in iTunes