• November 20, 2013
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

At Dreamforce Day 2, Salesforce.com Delivers New Salesforce1 Service Cloud

SAN FRANCISCO (Dreamforce 2013) — Salesforce.com today introduced the new Salesforce1 Service Cloud, the customer social, mobile and cloud customer platform.

Powered by the all-new Salesforce1 Customer Platform APIs, new 1 Touch Service enables companies to build and embed service everywhere, within any product, app, or experience. Intelligent Service technology now allows agents to resolve cases faster by proactively surfacing actionable insights, identifying relevant experts, and pinpointing related resources from company knowledge bases.

New features of the new Service Cloud on the Salesforce1 Customer Platform include the following:

  • 1 Touch Service embedded everywhere: Leveraging the power of the Salesforce1 Customer Platform APIs, now Service Cloud and Salesforce Desk.com enable companies to embed a help button into any product, app, or experience. With 1 Touch Service, customers can now reach service agents the instant they need help.
  • Intelligent Service Technology for faster case resolution: New Service Cloud Intelligent Service technology determines the fastest path to case resolution for any customer issue. The technology leverages advanced algorithms to proactively suggest similar cases, knowledge base articles, and internal company experts to help agents solve cases faster. In addition, new out-of-the-box capabilities of Desk.com include real-time business insights and advanced analytics.
  • Mobile App: Powered by the new Salesforce1 App, companies can now empower any employee to collaborate with experts, managers and peers.
  • Cobrowsing capability.
  • Multiscreen support.
  • Small business intelligence with Desk.com's new Engagement Console and Insights Engine.

Alex Bard, senior vice president and general manager of the Service Cloud product at Salesforce.com, said Salesforce.com has already delivered more than 100 enhancements and new features to the Service Cloud this year alone. Among them have been case management, knowledge management, social community management, and case feed capabilities.

Several leading brands, such as HP, Philips, and Stanley Black & Decker, have already worked with the new Service Cloud app.  According to Bard, these companies have already an average 41 percent decrease in first call resolution time, an average 35 percent decrease in support costs, an average 40 percent increase in agent productivity, an average of 34 percent increase in customer retention, and an average 37 percent increase in customer satisfaction.

Bard also said that the Salesforce.com Service Cloud now places a greater emphasis on social customer service, noting that 4.5 billion people around the world are now connected to social media. "Many people now go to social media to post questions or complaints about companies because it gives them a faster response and the opportunity to hold the company accountable in public," he explained.

Salesforce1 Service Cloud pricing starts at $65 per user per month. Salesforce1 Service Cloud Intelligent Service technology is currently scheduled to be available in limited pilot in the first half of calendar year 2014. Salesforce1 App is now generally available for download at the Apple App Store and Google Play. Salesforce Desk.com is now generally available and pricing starts at $29 per month per agent.

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