Salesforce ServiceCloud 2

The announcement from salesforce.com this week regarding the new Service Cloud functionality is very exciting. We have been working with a number of clients that will benefit greatly from the new Salesforce Answers and Salesforce Knowledge offerings.

The big win with Salesforce Knowledge is dimensions. Specifically the ability to further refine the taxonomy of a given knowledge base entry. For instance with Salesforce Knowedge the system knows that a specific client has purchased a product, when that client searches for knowledge base articles the system knows to show them results for related to the product(s) the client has purchased. The Salesforce Solutions module, while powerful, lacked the ability to segment your KB articles to this level.

The Answers offering is also very powerful. We are huge propoents of crowd sourcing knowledge. Imagine, your community answering questions for each other and building your knowledge base for you, with your guidance of course. This type of functionality is hugely beneficial to smaller organiztions that cannot afford to employ full time knowledge management staff.

We could not be more excited about Salesforce for Twitter. Twitter has become the standard for micro-blogging and has capture the attention of millions of regular users. (Myself included! Follow me @micaiahf or us @forcebydesign) Forward thinking organizations have been supporting customers on Twitter for over 2 years. Now is the time for all ograniztions to get their Twitter strategy nailed down. If you need help with this, reach out to us, we can plan a strategy with you.

In short we are very excited about the progress with saleforce.com call center application set. All 3 of these features will benefit many of us. Check out more videos over on salesforce.com.

What do you think? Are these new features useful? Post a comment below.

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