360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Jul 05, 2012 By Corinne Roberts

Why Collaboration in the Call Center is Great for Your Social Life

I can picture it now: It’s July 4th and everyone is crowded around the grill or the ice chest. Well, almost everyone. For every Independence Day party, there’s probably someone stuck in the call center “keeping the lights on.” It’s not the sales team, because none of their... Read More

Featured, Service Cloud

Jun 19, 2012 By Dean Atchison

New Video Series: Understanding Salesforce Security and Sharing Rules

We’ve created a series of videos for Salesforce administrators meant to address common questions about roles, profiles, and data visibility. We’ve got a few more up our sleeve, so keep an eye out for future videos. We hope you find them useful! Who Sees What: Overview This quick... Read More

Customer Success, Customization, Featured, Sales Cloud, Service Cloud

Apr 02, 2012 By Tony Kavanagh

Salesforce Service Cloud is Now Knowledge-Centered Support (KCS) Verified

Recently the Salesforce Service Cloud received Knowledge-Centered Support (KCS) verification from the Consortium for Service Innovation (CSI). Why is this important? Social enterprises put customers at the heart of their business. And part of any customer service strategy... Read More

Featured, Service Cloud

Feb 27, 2012 By Dennis Thong

The Service Cloud Console - A Quick Create Toolbar

One of the features of the Service Cloud console is the ability to add Visualforce custom components to various parts of the console, either at a primary tab or a sub tab level. One possible use case is to provide agents the ability to quickly create records (e.g. a case) from a toolbar in... Read More

Service Cloud

Feb 07, 2012 By Gautam Vasudev

The Service Cloud Console – Building a Custom Interaction Log

The Interaction Log (IL) was designed to take quick notes on a customer interaction. It's a virtual "post-it" for the Console workspace that can serve as a scratch pad or to create reminders for the agents. Agents may not always use it, and when they do, it should serve to capture... Read More

Service Cloud

Jan 31, 2012 By Alyson Stone

Assistly Is Now Desk.com!

Woohoo! It’s 12:01 and almost the entire company is here in the office. We just pulled the switch on something we’ve been working on since September — when we became part of the Salesforce.com family. As of now — well as of one minute ago — we are Desk.com Our Roots, Our Wings When we founded... Read More

Service Cloud

Jan 16, 2012 By Gautam Vasudev

Service Cloud Console: Working With Lists

The Service Cloud Console continues to evolve as a UI framework for the Service Cloud product line at salesforce.com. Winter '12 saw the introduction of "Pinned List Views" (PLVs). One of the best use cases for this feature is a telesales environment where agents are working through... Read More

Featured, Service Cloud

Dec 19, 2011 By Jennifer Stern

Stop, Look and Listen

Social media is everywhere. That pervasiveness has changed so much about our lives – everything from our understanding of the world around us to our expectations of the companies we do business with. As customers, when we contact a company, we don’t want to wait on hold or be transferred to the... Read More

Service Cloud

Dec 07, 2011 By Jennifer Stern

Go social with the Service Cloud

Some companies are on top of this thing we call social customer service. Others? Well, let’s just say they haven’t seen the value of a “virtual hug” …yet. Which are you? These days most everybody’s using Twitter, Facebook, and YouTube. Every second, tens of thousands of... Read More

Service Cloud

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Salesforce.com

360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Why Collaboration in the Call Center is Great for Your Social Life

New Video Series: Understanding Salesforce Security and Sharing Rules

Salesforce Service Cloud is Now Knowledge-Centered Support (KCS) Verified

The Service Cloud Console - A Quick Create Toolbar

The Service Cloud Console – Building a Custom Interaction Log

Assistly Is Now Desk.com!

Service Cloud Console: Working With Lists

Stop, Look and Listen

Go social with the Service Cloud

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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