3 episodes
Case Closed Podcast Jeff Grosse and Cheryl Feldman
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- Technology
The Case Closed Podcast is the first and only podcast dedicated to helping you to learn, use, and extend the Salesforce Service Cloud to improve customer experiences and run an efficient contact center. Hosted by Salesforce MVPs, Jeff Grosse and Cheryl Feldman, you'll learn the features of Service Cloud, ways to extend functionality with the AppExchange, and hear the success stories that Service Cloud customers have experienced in their company.
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003 - Using ManyWho to Automate Contact Center Processes
Episode 003 gets at the heart of business processes; automation. Service processes need as much or more automation than any other part of the business so this time we talk about workflow that goes beyond the Workflow Rules, Visual Flow, Process Builder, Escalation Rules, Routing Rules, and Auto Response Rules you know of today in Service Cloud. We talk about ManyWho; a product that can go beyond all those tools you’ve used before and put them in a single interface and automate anything from finding your caller easier to collaborative web forms that not only allow collaboration with customers, but collaboration with other parts of your company using co-editing and co-browsing. It’s like Google Docs for Salesforce records. To learn more about ManyWho, Jeff and Cheryl interview Steve Wood, the CEO at ManyWho; a Salesforce Ventures backed company.
This episode is sponsored by NewVoiceMedia. Handle all channels of customer inquiries using one tool built fully on Salesforce with NewVoiceMedia. Visit http://newvoicemedia.com for a demo today
Topics and Links
Help Nana Gregg - Gregg Family Relief
Informavores - 2006 website | CrunchBase
Process has been key to Steve for years
Making Process Flow a first class citizen
ManyWho makes Salesforce a Business Process Management (BPM) platform
Delivering workflow in the cloud makes ManyWho different from Pega and Appian
YouTube channel for ManyWho
YouTube demo of ManyWho - Simple Call Guides with ManyWho
YouTube demo of ManyWho - BPM and Dynamic Case Management in Service Cloud
YouTube demo of ManyWho - Using Twilio with ManyWho to Drive Calls
Schema Builder - Came out under Steve’s watch at Salesforce with the great work of Shannon Hale
Service Cloud process examples
Call guidance
Multi-step processes that aren’t always linear
Real time approval processes
Real time Chatter
Real time multi-user
Salesforce Ventures
Pega Can’t but Salesforce + ManyWho Can
Google Docs vs WordPerfect
ManyWho can work for a company with 2 users up to enterprise levels
No governor limits with ManyWho
AWS allows them to elastically scale
1,500 processes being run all the time at Blue Cross Blue Shield
Stick with Salesforce for your most complex processes without Apex using ManyWho
Contact ManyWho for a demo
First virtual hug delivered to a guest from Cheryl for all Steve has done
Jeff Grosse and Cheryl Feldman
The Case Closed Podcast
Follow Jeff @CRMFYI
Follow Cheryl @CherFeldman
Like us on Facebook https://www.facebook.com/caseclosedpodcast/
Subscribe to Podcast in iTunes -
002 - History of the Service Cloud, Features, and Use Cases
Episode 002 gets at the history of the Service Cloud. It’s not been around as long as Salesforce has as a company, but it’s not that much younger than the Sales Cloud. It’s seen many evolutions over time though; in name, features, and possibilities. Cheryl and Jeff explore the Service Cloud’s history and what makes it amazing today.
Topics and Links
Announcing “Customer Support Management” in March, 2001 - https://web.archive.org/web/20010331045305/http://www.salesforce.com/us/login.jsp
Introducing “Supportforce” in January 2005 - https://web.archive.org/web/20050105004624/http://www.salesforce.com/products/whatsnew_winter05/index.jsp
Introducing “Salesforce Service & Support 2.0” in December 2005 - https://web.archive.org/web/20051218125731/http://www.salesforce.com/products/customer-service.jsp
Service Cloud licenses vs using Sales Cloud licenses
Features of the Service Cloud licenses
Customer 270º vs 360º
Console features and experimenting
Setting up a developer org - https://developer.salesforce.com/signup?d=70130000000td6N
#showmeyourconsole on Pinterest
Component Exchange on AppExchange - https://appexchange.salesforce.com/components
Knowledge
Business Cases for Service Cloud
RemedyForce from BMC - http://www.bmc.com/it-solutions/remedyforce.html
Inside Sales use cases for Service Cloud
On Target - http://www.perfectpipeline.com/
Internal company use cases for Service Cloud
Great customer service experiences
Zabars - http://www.zabars.com/home
Workato - https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5iW1EAJ
Jeff Grosse and Cheryl Feldman
The Case Closed Podcast
Follow Jeff @CRMFYI
Follow Cheryl @CherFeldman
Like us on Facebook https://www.facebook.com/caseclosedpodcast/
Subscribe to Podcast in iTunes -
001 - Introducing Jeff, Cheryl, and the Podcast dedicated to Salesforce Service Cloud
Introducing The Case Closed Podcast
Meet Jeff Grosse and Cheryl Feldman, your hosts for the first podcast dedicated completely to the Salesforce Service Cloud and taking service and support experiences to the next level.
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