SAN FRANCISCO, July 27, 2017 /PRNewswire/ -- Salesforce
[NYSE: CRM], the global leader in CRM, today introduced the next
generation of Service Cloud, the #1 customer service platform.
Built on the Salesforce Lightning component-based framework,
companies can easily configure and set up Service Cloud for their
organizations in a single day. With Lightning-Ready partner apps
and Lightning App Builder for Service, companies can easily
customize and extend Service Cloud. In addition, a new Lightning
Service Console adds several new capabilities that boost agent
productivity, and a new Service Cloud Mobile app empowers agents to
provide exceptional customer service from anywhere. And with
Salesforce's interactive learning platform, Trailhead, anyone can
learn for free how to deploy and customize Service Cloud.
The new Service Cloud addresses the needs of today's consumer,
who increasingly expect service experiences that are fast,
personalized and available through their preferred channels. Yet,
many companies today struggle to provide modern, personalized
customer service. Established companies often have inflexible,
legacy customer service systems, making it difficult and costly to
improve existing support channels or add new ones. Smaller
companies are often forced to make trade-offs between selecting a
lightweight helpdesk for their immediate needs, as opposed to a
more robust solution that can scale for future growth.
Introducing the Next Generation of Service Cloud
Service Cloud provides any company, regardless of size, with a
flexible, modern customer service platform that is quick to set up,
easy to learn and can be customized to meet their needs today and
in the future. New innovations for Service Cloud include:
- Service Out-of-the-Box lets companies build a modern
customer service center in a single day. Case management is now
pre-built into Service Cloud, and a new streamlined set up
experience simplifies the steps needed to deploy essential service
flows—with clicks, not code. Service admins can add a customer
community and knowledge base, as well as connect to email, Facebook
and Twitter feeds—some in as little as five steps. And with
Trailhead, Salesforce's online, gamified learning platform, anyone
can take one of the 20+ free, guided modules to learn how to
deploy, configure and customize Service Cloud.
- AppExchange and Lightning App Builder for Service
provide customer service teams with an easy way to customize and
extend Service Cloud. Using the Lightning App Builder, companies
can extend functionality by simply dragging-and-dropping one of the
new service Lightning Components—such as the knowledge sidebar or
related record—into Service Cloud. Companies can further extend
Service Cloud functionality with more than 75 Lightning-Ready
service partner apps available today on the AppExchange, the
world's largest business app marketplace. Among the service
apps available today are telephony and call center management
capabilities from Dialpad, NewVoiceMedia and Talkdesk; IoT asset
tracking and mapping from MapAnything Live; and patient education
from Healthwise.
- Lightning Service Console, the unified desktop
experience for customer service agents, includes several new
capabilities to maximize productivity and speed so agents can
provide better customer experiences and resolve cases faster.
-
- Case Kanban provides a visual dashboard of cases in queue so
agents can more efficiently triage cases and prioritize their
time.
- Community Agent 360 gives the agent useful context, surfacing a
customer's community history and showing if the customer recently
viewed or created content, such as reading a community article or
posting a comment.
- Federated Search helps an agent quickly find records across
Salesforce and external data sources such as Confluence, YouTube,
Dropbox and Box.
- Macro Builder lets agents quickly create reusable macros for
specific customer service scenarios that agents can easily deploy
if the issue arises again.
- Service Cloud Mobile app for iOS and Android will
empower agents to provide personalized customer service from
anywhere. With the new native mobile app, employees will be able to
triage, manage and resolve cases while in meetings or on-the-go.
Push notifications will help keep agents up to date on the status
of their cases, making it easier for them to provide customers with
fast, responsive service.
Comments on the News:
- "Service Cloud is the market leader because of our unparalleled
track record of innovation," said Mike
Rosenbaum, EVP, CRM Apps, 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."
- "At New York Life, we believe that providing a great experience
to our customers is key to our success," said Simon Walsh, COO, Retail Annuities, New York
Life Insurance. "With Service Cloud, we're able to leverage a
flexible platform with easy setup and customization, and provide
our agents with modern productivity tools to deliver incredible
customer service experiences."
- "Every company recognizes 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," said Rebecca Wettemann, VP, Research, Nucleus
Research. "With today's announcement, Salesforce is making it much
easier for companies all sizes to provide differentiated
service."
Pricing and Availability
- Service Out-of-the-Box, Lightning App Builder for Service,
Lightning Service Console, Federated Search and Case Kanban view
are generally available today at no additional cost with any
edition of Service Cloud.
- Community Agent 360 is available today in pilot at no
additional cost with a Customer Community Cloud license.
- Macro Builder is expected to GA in the second half of 2017 at
no additional cost with any edition of Service Cloud.
- Service Cloud Mobile app for iOS and Android is expected to
pilot in the second half of 2017 at no additional cost with any
edition of Service Cloud.
About Service Cloud
Service Cloud, the world's #1 intelligent customer service
platform, enables companies to transform the customer and agent
experience with an AI-powered, agile platform built for the modern
era. Whether engaging customers via messaging, video, communities,
web chat, in-app, email, phone or even communicating directly with
IoT-connected products, Service Cloud helps leading brands use
service as a competitive advantage by delivering personalized,
connected customer service experiences across every channel and
adapting service operations to business needs quickly. Companies
that have deployed Service Cloud have seen an average of 31 percent
faster case resolution, an average of 28 percent increase in agent
productivity, an average of 26 percent increase in customer
retention, an average of 22 percent decrease in support costs, and
an average of 35 percent increase in customer satisfaction,
according to a third-party research report sponsored by
Salesforce1. Salesforce has been recognized as a leader
for nine consecutive years in the Gartner Magic Quadrant for CRM
Customer Engagement Center.
Additional Information
- To learn more about Service Cloud please visit:
https://www.salesforce.com/products/service-cloud/features/service-agent-console/
- Discover how Service Cloud can help companies deliver
personalized service to their customers via Trailhead:
https://trailhead.salesforce.com/trail/service_cloud
Connect with Salesforce
- Like Salesforce on Facebookhttp://facebook.com/salesforce
- Follow@salesforce and @servicecloud on Twitter
About Salesforce
Salesforce, the global CRM leader, empowers companies to connect
with their customers in a whole new way. For more information about
Salesforce (NYSE: CRM), visit:http://www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit http://www.salesforce.com, or call
1-800-NO-SOFTWARE.
1 Source: Salesforce Customer Relationship
Survey conducted from 2014- 2016 on 10,500+ customers randomly
selected. Response sizes per question vary.
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SOURCE Salesforce