May 29, 2013 By Gautam Vasudev

The Service Cloud Console: 0 Click Data with Custom Console Components

Providing context in a single glance has been the underlying design philosophy of the Service Cloud Console. An agent should have enough information about the caller or product from the outset to service 80% of the calls. For the remaining 20%, the agent can always drill further into any... Read More

Service Cloud

May 29, 2013 By Gautam Vasudev

The Service Cloud Console: Providing More Context For Your Agents

One of the primary objectives of the Service Cloud Console is to improve agent productivity by providing more context. When a call comes in, relevant information about the caller such as account and contact information, case history, entitlements and call scripts should be no more than a click... Read More

Service Cloud

May 29, 2013 By Gautam Vasudev

The Service Cloud Console – Working with Buttons and Links

Many folks have reached out to me asking about the behavior of custom buttons in the Service Cloud Console. While there is no translation of behavior for custom buttons into the Console context, it can be done. For example, clicking on a button to open a new window in the regular app would... Read More

Service Cloud

May 29, 2013 By Gautam Vasudev

The Service Cloud Console

Agents need contextual information to service customers effectively and quickly. Information like contact and account details, entitlements and service contracts and case history must be readily available. Contextual information is not limited to salesforce.com records though. Billing systems,... Read More

Service Cloud

May 29, 2013 By Gautam Vasudev

The Service Cloud Console: Where's my Home Tab?

Thanks to Rich Potter and Thomas Nelson for inspiring this blog entry. The Service Cloud Console was designed for high volume call centers (Tier 1 customer service/ Tier 2 & 3 product support). In these environments, agents work primarily on the Case and Contact entities, moving quickly from... Read More

Service Cloud

May 29, 2013 By Kevin Micalizzi

4 Tips to Boost Your Sales Credibility with LinkedIn

Chances are your customers and prospects are using LinkedIn to check up on you in the same manner you're able to use tools like LinkedIn and Data.com to learn more about them. What does your LinkedIn profile say about you? Is it enhancing your credibility or taking away from it? Your company... Read More

Sales

May 29, 2013 By Jason Jordan

Sales Management: What Can We Really Manage?

The advent of information systems and reporting capabilities expose the underlying reality that sales management has not evolved into the discipline it needs to be. This lack of development at the sales management level is in part the by-product of a myopic obsession with developing our frontline... Read More

May 29, 2013 By Jason Boies

4 Reasons You Need Social Customer Service

Meeting your customers where they are is part of a proactive customer service approach, and with the rise of social media, customers can now be heard whenever they want.  They no longer have to wait on hold, and can express their satisfaction, or lack thereof, however they want. Here are... Read More

Customer Service

May 29, 2013 By Apryl Parcher

4 Ways CMOs Can Be More Successful on Facebook

With the exponential growth of social media, especially Facebook, marketing executives have been challenged. Social media brings with it a whole new set of rules when it comes to measuring objectives, and Facebook marketers in particular are faced with: Consumers who use Facebook want... Read More

Marketing