Salesforce is taking the next generation of its Service Cloud to customers this week, adding more customisation and an interactive learning platform, as well as iOS and Android support to the mix.
Service Cloud is built upon Salesforce Lightning component-based framework, which means users can easily configure and set up Salesforce Cloud in one day.
Customers are now able to include Lightning-ready partner applications and Lightning Application Builder for Service to further empower and boost agent productivity.
The company has created a free interactive learning platform, called Trailhead, to help users deploy and customise Service Cloud.
The company developed Service Cloud to capture consumer demand for fast and personalised experiences through their preferred channels.
However, not all companies were not able to provide those experiences – in part because they have legacy systems that cannot adopt modern channels or improve them.
For smaller companies, it means they often have to make tradeoffs between immediate needs and those that can scale for future growth.
"Every company recognises the importance of providing good customer service. But for smaller companies, setting up a new contact center is often overwhelming and for bigger companies, they are often constrained by old, legacy systems," comments Rebecca Wettemann, VP, Research at Nucleus Research.
"With today's announcement, Salesforce is making it much easier for companies all sizes to provide differentiated service,” she adds.
New ServiceCloud features include:
“Service Cloud is the market leader because of our unparalleled track record of innovation,” comments Mike Rosenbaum, EVP, CRM Apps at Salesforce.
“The flexibility of Salesforce Lightning and the Service Cloud platform enables us to move quickly and break down technological barriers, so our customers can focus on what matters most for them—delivering truly differentiated service to their customers.”
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