002 - History of the Service Cloud, Features, and Use Cases Case Closed Podcast

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