VIDEOEnergy Opener

Deliver the Future of Customer Service. Today.

Chet Chauhan VP Product Management, Service Cloud in/chetchauhan

Thank you.Thank you

Subtitle textAddresses in Case Feed Email Hover

Rename Case Feed Actions

Drag-and-Drop into Case Feed Files

Rename Community Actions

New Feed View Settings Page

Customize Web-to-Case Notifications

CC on Email-to-Case Auto Response

Monitor Knowledge Search Activity

Next-Gen Knowledge Search (GA)

Search Highlights and Snippets

Promoted Knowledge Results

Send Article Content via Email (Pilot)

Rich Text Editor Upgrade

New Knowledge One Interface

Console Integration API New Methods

Collapsible Case Feed Publisher

Full-width Feed

Expanded Quick Text Availability

Case Feed Email Action in Salesforce1

Attachment Component in Case Feed

Case Experts (Pilot)

Case Feed Email Updates

On-Demand Email-to-Case Increase

Questions in Service Communities

Milestone Tracker Console Component

Article Keyword Auto-Complete

Knowledge Code Sample Button

Next-Gen Knowledge Search (Pilot)

Knowledge One Search Page (GA)

File Transfer in Chat (GA)

Set Default Email Action Defaults

Updated Open CTI Methods

New Console Keyboard Shortcuts

New Console System Recommendations

Rearrange Console Tabs

Linked Cases Related List on Articles

Updated Article Preview Page

Send Article Content via Email (Beta)

Increased Default Max Articles Limit

Clone Console Apps

Create and Edit Macros

Share Macros

Milestone Countdown Timer Redesign

Asset Object Redesign

Field History Tracking on Asset Records

We’re Committed to Your Success

120+ Features Delivered This Year

120+ features delivered this yearSummer Winter Spring

Record Types Added to Asset Record

Linked Cases Related List on Articles

We’re Committed to Your Success

120+ Features Delivered This Year

Knowledge One Article Create & Share

Live Agent Right-to-Left Languages

Live Agent API New Methods

Live Agent API New Visitor Resources

Open CTI New Directory Methods

Console Integration API New Methods

Related Lists Console Component

Topics List Console Component

Add Call Data to Interaction Log

New Lookup Components InterfaceService Communities Templates

Social Customer Service Moderation

Social Customer Service Quick Text

Retweet Social Post in Case Feed

View and Run Macros Widget

We’re Committed to Your Success120+ features delivered this year

Automatic Console Feature Access

Rearrange Console Tabs

Customize Console Navigation Tabs

Social Customer Service Starter Pack

SCS Easy Administrator

Social Post Interaction within Feed

Social Response in Lead Feed

Broad Social Listening from Console

Google+ Social Customer Service (Pilot)

Sina Weibo Social Customer Service (Pilot)

Organization Sync for Business Continuity

Summer Winter Spring

Compact Case FeedRename Case Feed Actions

Service Communities Templates (GA)

Social Customer Service Starter Pack (Pilot)

Google+ Social Customer Service (Pilot)

Sina Weibo Social Customer Service (Pilot)

SCS Common Setup Defaults

Social Account Authentication in Salesforce

Custom Console Colors (Pilot)

Smart & Simple Agent Console

Lookup Component Multiple Columns

Related List Items Hover

Lookup Component Inline Editing

Vertical Autosize Stacked Component

Navigation Tab Setup Warnings

Salesforce Continues Leadership in Customer Engagement

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce.Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

 

Magic Quadrant for CRM Customer Engagement Center

April 27th, 2015Analyst: Michael Maoz, Jim Davies

Gartner has positioned salesforce.com highest for ability to execute and furthest for completeness of vision in the Leaders quadrant

Source: Gartner (April 2015)

Customers Experiencing Phenomenal Results

+40%increased customer

satisfaction

+42%faster case resolution

+40%agent

productivity+39%

customer retention

+38%Net

Promoter Score

+40%support cost

savings

Connect with Your Customers in a Whole New Way

SNA

Terminal

Mainframe LAN / WAN

Client

Server

LAN / WAN

Client

Server

Cloud

Social

Mobile

75B connected products

Systems of Record

Systems of Engagement

Systems of Record

Systems of Engagement

The Future is All About Customer Experience

Source: Customers 2020 Report

“Customer experience has overtaken price and product as the key brand differentiator.”

Price Product Customer Experience

#1

The Customer Experience GapYesterday’s Customer

Service Solutions Your Customers

Not built for mobile Personalized: want answers wherever they are, in context

Smarter: want the right answers the first time

Faster: needs constantly evolving

Disconnected customer data

Not built for speed

Deliver the future of customer service. Today.

Introducing the New Service Cloud

Personalized service

Smarter support

Start faster

S1 MobileAnalyticsConsole Desk1Service

CommunitiesSOS for Apps

Deliver the Future of Customer Service. Today.

Smarter Support

Personalised Service

Go Faster

NEWAnnouncing: SOS for Apps

Personalized: Deliver a 1:1 experience in any mobile app

Immediate: Deliver service instantly

Connected: In-context service in any mobile app

Connect 1:1 with personalized service in every mobile app

Personalized

Turn social conversation into social customer service

Introducing: Social Customer Care in Service Cloud

Connect social engagement to your business process

Personalized: Deliver responses in-context with connected customer data

Fast: Automatic routing and case creation for quick response

Personalized

Announcing: Self-Service & Community Templates

Mobile: Responsive design to engage on any device

Fast: Brand with drag & drop designer in minutes

Connected to back end customer data for agents to engage in context

Personalized

Deliver personalization at scale

Bernard André Director T2S Projects Euroclear SA/NV

Deliver the Future of Customer Service. Today.

Smarter Support

Personalised Service

Go Faster

NEWIntroducing: Smart Agent Console

Easy: Drive agent productivity with new, modern layout

Fast: Find and deliver the right answers faster with a single agent view

Feed-first: Create, manage, and view cases in new Compact Feed to do more with less

Smarter

Featuring: The Service Intelligence Engine

NEWAnnouncing: Analytics Cloud for Service

Platform: Integrate all your service data

Easy: Designed for your employees, partners, and managers

Mobile: Your business metrics in the palm of your hand

Smarter

…Any Data

HR Systems

Data

Field Service

Data

WFM Data

Brand Loyalty

Data

Customer Survey Data

Full CTI Data

Product Data

Product Returns

Data

VIDEO

Jan Verbrugghe Master Solution Strategist

Sebastiaan de Man Senior Solution Engineer

One of the world’s fastest growing energy companies

Over 4,000 home and small business installations

Delivers smarter and more personalized customer service

DEMO

Deliver the Future of Customer Service. Today.

Smarter Support

Personalized Service

Start Faster

Introducing the New Desk.com

Fast to Get Started: Get up and running in a day

Fast to Connect: Engage customers on all channels

Fast to Grow: Seamless transition to Service Cloud

Fastest path to growing your service

Faster

Fastest Path to Success Starts with the CloudThe Salesforce Advantage

Focus on Growth & Innovation

Faster ROI

Continuous security & performance improvement

Subscription model

Trusted, Multitenant Cloud

Three seamless upgrades per year

Faster

Deliver the Future of Customer Service. Today.

Smarter Support

Personalized Service

Start Faster

Thank you