360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Mar 13, 2014 By Jeff Toister

Why Role Playing Doesn't Work for Customer Service Training

Here are two things you can count on when scheduling customer service training. Employees will be worried that the training includes role-playing. Managers will be worried that the training doesn’t include role-playing. Employees don’t like role-playing because it feels awkward and... Read More

Customer Service, Service Cloud

Nov 07, 2013 By Phil Novack

50 Billion Reasons to Attend the Service Cloud Keynote at Dreamforce

50 billion. That’s the number of Internet-connected devices a Cisco Internet Business Group study has predicted will exist in the world by 2020. 50 billion: that’s more than seven Internet-connected things for every single person currently on the planet. What does this mean for customer... Read More

Service Cloud, Customer Service, Dreamforce

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 09, 2013 By Corinne Roberts

Interview: Why Delivering Mobile Customer Service is a Must

Mobile customer service is no longer “a nice to have,” but a “must-have” for support organizations who want to deliver superior service. This gives customers the ability initiate a service request from their smartphone, whether that means logging a case, starting a live chat, or even co-browsing... Read More

Customer Service, Service Cloud

Apr 11, 2013 By John Goodman

Price Matters, But Service Matters More

Myth: “Service is nice, but price wins customers–look at Wal-Mart!” Fact: Some customers may buy on price, but most customers will pay a premium for great service. My “Exhibit A” is Starbucks, which my editor calls “FourBucks”. Why would anyone ever pay four dollars for a cup of coffee??... Read More

Customer Service, Service Cloud

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Salesforce.com

360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Why Role Playing Doesn't Work for Customer Service Training

50 Billion Reasons to Attend the Service Cloud Keynote at Dreamforce

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

The Service Cloud Console: Providing More Context For Your Agents

The Service Cloud Console – Working with Buttons and Links

The Service Cloud Console

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

Interview: Why Delivering Mobile Customer Service is a Must

Price Matters, But Service Matters More

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CTO Perspective: Take Your Development Team From Product- To Customer Centric

How To Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends From Global Research

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Salesforce.com

360 PERSPECTIVES

How To Connect Silos and Put Customers First

Most Popular Stories

CTO Perspective: Take Your Development Team From Product- To Customer Centric

How To Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends From Global Research

Americas

Europe, Middle East, and Africa

Asia Pacific

How To Connect Silos
and Put Customers First