Salesforce.com
has renamed its customer-support and sales software and announced a
few additional features in advance of its annual Dreamforce event,
which starts next week in San Francisco. The announcements reflect the new reality Salesforce.com and other
business software vendors face as companies desire a mobile-first
design for applications, with effective ways to serve their customers
across multiple channels.
The support application is now dubbed Service Cloud1 -- naming
that aligns with the company's Salesforce1 development platform.
New features include an overhauled customer-service agent console
that provides easier access to information that might help
representatives resolve a case or complaint. In fact, the system will
intelligently push content it determines will be useful to agents,
according to a statement.
Salesforce.com has also introduced Desk Connect, an integration
tool that ties its Desk.com customer service app for small and
medium-sized businesses to its main CRM (customer relationship
management) software. The idea here is also to give such companies an
eventual migration path to the full-blown Service Cloud1.
Finally, Salesforce highlighted a previously announced product,
SOS, that is similar to Amazon's Mayday button for its Kindle Fire
HDX tablets. SOS gives companies the ability to embed a help button
inside their apps that launches an audio-video chat session with an
agent. First announced in April, SOS remains in a private
beta, with no general availability date provided.
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