Salesforce CRM: Service
View Another Track
Who Should Attend: If you’re a service and support executive, customer service manager, or a sales professional who wants to learn how salesforce.com can help you delight your customers, this is the track for you. Learn how the Service Cloud can help you join customer conversations everywhere—from your contact center, to your self-service Web site, to social networks like Facebook and Twitter. Hear from Salesforce CRM experts, industry gurus, and companies of all sizes who are successfully driving up customer satisfaction while reducing costs using the power of cloud computing.
Key Takeaways: The Service Cloud track will help you learn new technology and techniques for driving down customer service costs—and driving up customer satisfaction. Develop best practices for keeping your customer service employees productive and happy, and learn how to connect with your customers in new and emerging social media channels. You’ll even get hands-on support and education on the latest and greatest Salesforce CRM technology so you can get the most from your investment.
Hide Descriptions
Breakout Sessions
Hands-On: Knockin’ Knowledge out of the Park
Thursday, November 19
7:30 a.m. - 8:30 a.m.
Knowledge is the foundation of all support channels. In this hands-on training session, you’ll learn how to take advantage of all the latest Salesforce CRM knowledge base features to improve your organization from the ground up.
Run Your Entire Contact Center in the Cloud
Thursday, November 19
1:30 p.m. - 2:30 p.m.
Cloud computing is dramatically changing the contact center industry while providing great agility and flexibility to business operations. Come find out how salesforce.com, AAA Ohio and Expert Planet are running highly efficient contact centers with Contact Center in the Cloud platform from LiveOps and the Service Cloud from salesforce.com. And hear from leading analyst Sheila McGee-Smith about whether cloud computing is ready for the contact center.
Speakers:
Steven Sibulkin(old email), Expert Planet; Jack Sands, Vforce; Sheila McGee-Smith, McGee; Charles Oppenheimer, salesforce.com
Combining Salesforce.com and inContact: the Leading SaaS Contact Center Platform
Thursday, November 19
2:45 p.m. - 3:45 p.m.
The inContact solution is changing the way companies achieve contact center excellence by removing the barriers to let them measure, control, and improve each step of the customer experience. Join us to learn the benefits organizations are reaping by integrating salesforce.com's Sales and Service Clouds with the inContact call center platform.
Speakers:
Chris Spear, Extra Space Storage Inc.; Matt Evans, Extra Space Storage Inc.; Paul Jarman, inContact Inc
Develop in the Cloud for Mobile Field Teams
Thursday, November 19
1:30 p.m. - 2:30 p.m.
Develop, deliver, and deploy mobile applications for sales, service, and maintenance staff to rapidly improve productivity and take advantage of every revenue-generating opportunity. Help mobile teams access real-time business intelligence so they can focus on their customers, not their CRM app or connectivity. Learn about advances in mobile technology plus with the best apps from the Motorola Cloud that increase mobile productivity.
Speakers:
Dean Sanders, Zebra Technologies Corp.; Shaun McInerney, Precisio Business Solutions; John Eberly, IBM; John Pomerleau, Motorola Inc.
Extreme Makeover - Customer Care Edition
Wednesday, November 18
11:45 a.m. - 12:45 p.m.
From Twitter to self-service customer portals, transforming the customer experience is this year’s hot topic. But are organizations achieving true customer satisfaction? Join Bluewolf and two enterprise organizations that underwent an extreme makeover of their customer care processes and technology. Learn innovative strategies that are transforming call centers and turning customers into evangelists! This don't-miss session features the steps and decision process these organizations used to provide total customer care.
Speakers:
Joe Harris, Beazer Homes; David Post, Sunquest Information Systems Inc.; Jolene Chan, Bluewolf; Caryn Fried, Bluewolf; Amy Millard, MarketTools Inc.; Ken Edwards, Pricewaterhousecoopers Llp PWC
Why Collaboration Between Sales and Service is Imperative in Today’s Economy
Thursday, November 19
2:45 p.m. - 3:45 p.m.
Is poor internal communication leading to missed sales opportunities? Gain critical insight on how a 360-degree view of the customer can help you create a partnership between Sales and Service in your organization. This panel of sales and service leaders will share how a unified customer experience is helping their companies boost customer satisfaction, loyalty, and retention—and ultimately drive dollars to the top line.
Speakers:
Peter Aubrey, salesforce.com; Marshall Lager, Third Idea Consulting LLC; Celia Heywood, First Data Merchant Services Corporation; Chris Jones, First Data Merchant Services Corporation; Jeremy Boiles, Stericycle Inc.
The Service Cloud for a Smaller Company: Where Do I Start?
Friday, November 20
9:00 a.m. - 10: 00 a.m.
Just starting out with the Service Cloud? Want to know the killer features that most users overlook? Need to make sure you start your service project on the best path for success? Join our Service Cloud customers and experts as they focus on the insights and lessons learned from the implementation of Salesforce CRM Service in small and mid-sized companies.
Speakers:
Barry Sobel, Belnick Inc.; Andrea Miller, salesforce.com; Elizabeth Marquardt, RealPage, Inc.
Complex Integrations in Your Contact Center
Wednesday, November 18
2:15 p.m. - 3:15 p.m.
Service excellence depends on bringing together your existing IT investments (things like CTI and mission-critical business applications) to create one unified agent experience. In this session, we’ll walk you through a live demo using Force.com code (Apex) and Force.com pages (Visualforce) to create a unified agent desktop, followed by some real-life customer examples.
Speakers:
Emily Kranz, Listingbook; Stuart Bernstein, salesforce.com; Sara Satchel, Saveology.com
Maximizing Agent Productivity: It’s a Game Changer for Today’s Business
Wednesday, November 18
3:30 p.m. - 4:30 p.m.
In today’s business climate, agent productivity is essential! Join this session to hear how other customers are using features like the agent console, CTI, email templates, and salesforce.com’s knowledge base to change the game for their agents with the tools they need to succeed.
Speakers:
Kevin Embree, HomeAway.com; Jim Kozej, Ventyx; Chris Spear, Extra Space Storage Inc.
One Year Later: The Benefits of Go-Live—What I Only Wish I Knew!
Friday, November 20
9:00 a.m. - 10:00 a.m.
There’s no more exciting time for a company than finally going live with a new customer service solution. Listen to your peers define their experiences of go-live and share with you their lessons learned over the last year.
Speakers:
Karen Hollinger, AvalonBay Communities; Alnoor Ladak, Innovapost Inc; Karen Holden, Purolator Courier Ltd
Insight into Action: Optimize Service in Real Time for Winning Results
Thursday, November 19
11:30 a.m. - 12:30 p.m.
How important is customer service to brand impression and loyalty for your business? The answer is absolutely critical, with 85% of all customers basing customer loyalty on their agent interactions and 63% considering taking their business elsewhere after a single bad customer service experience. Come learn how companies are leveraging real-time analytics in the Service Cloud to understand their customers and make decisions based on actionable insight that impacts their entire business.
Speakers:
Vala Afshar, Enterasys Networks Inc.; David Corken, Cars.com
What’s Cooking in the Service Desk
Friday, November 20
9:00 a.m. - 10: 00 a.m.
Attention IT top chefs: Join salesforce.com in an exploration of best practices and success recipes for your help desk. The alphabet soup du jour includes ITIL, KCS, and CMDB with a dash of partner solutions and a sprinkling of real-world testimonials. Prepare to dish out world-class service to your most valuable asset—your employees!
Speakers:
Amanda Roberts, Stone Cobra; David Schild, Phoenix Technologies Ltd.
Force.com Sites for the Service Cloud
Wednesday, November 18
3:30 p.m. - 4:30 p.m.
Find out how you can take advantage of salesforce.com’s hottest new technology, Force.com sites, to expose critical support information like cases, solutions, and content—and instantly let your customers become part of your community. Hear how salesforce.com customers are taking advantage of the Service Cloud’s public portal, knowledge base, and Web-to-case features and see live sites in action.
Speakers:
Douglas Porter, salesforce.com; Greta Ferkel, Rasmussen College Inc; Bhoopendra Singh, Rasmussen College Inc; JP McCarvel, CROCS ASIA PTE. LTD.; J Custard, CROCS ASIA PTE. LTD.
Roundtable with the Service Cloud Pros
Thursday, November 19
2:45 p.m. - 3:45 p.m.
Come armed with your toughest questions for salesforce.com’s in-house service and support experts. Learn best practices from salesforce.com employees who know the application inside and out, and discuss solutions to the most frequently asked questions by the Service Cloud community.
Speakers:
Jon Joseph, salesforce.com; Marco Casalaina, salesforce.com; Chet Chauhan, salesforce.com; Mike Milburn, salesforce.com, inc.; Montu Mavi, salesforce.com; Olivier Pin, salesforce.com
Show Me the Money! Driving Revenue from Your Contact Center
Thursday, November 19
11:30 a.m. - 12:30 p.m.
Is your telesales organization leaving money on the table? Are your frontline support agents missing golden opportunities to cross-sell and up-sell your customers? In this session, your peers will discuss the best practices they’re using in their contact centers to make dollars seemingly drop from the clouds.
Speakers:
Steve Smith, Saveology.com; Matt Hagey, TransUnion LLC
Tips and Tricks: Getting Started with the Service Cloud
Friday, November 20
10:15 a.m. - 11:15 a.m.
Successful service starts here. Join us to hear Salesforce.com Consulting share the top seven tips and the four pitfalls to avoid in making your Service Cloud deployment a success. Although it’s fun to learn on the job, this is your chance to sit back, relax, and enjoy a ride on our coattails!
Speakers:
Mike Tacconi, Pentair Water Pool and Spa; Kimberly Jansen, Misys International Banking Systems
Knowledge: It’s the Heart of the Service Cloud
Wednesday, November 18
4:45 p.m. - 5:45 p.m.
Want to be the smartest person in the room? Now you can, with the hottest knowledge base around. Harness knowledge across every channel, and deliver the right answers anywhere and everywhere your customers want to do business. In this session, you'll be among the first to see Salesforce CRM’s newly released knowledge base!
Join the Social Conversation
Wednesday, November 18
2:15 p.m. - 3:15 p.m.
Tweet, tweet. Who’s making all the noise? Your customers are, everyday, in social forums like Twitter and Facebook. Join the conversation and let your agents respond in real time with customers in the cloud. After all, your brand deserves it. We’ll show you how with a live demonstration and a presentation from thought leading companies using social media to connect with their customers.
Speakers:
Mark DiMaurizio, Comcast; JP McCarvel, CROCS ASIA PTE. LTD.; Suman Sharma, Astadia APAC; Nathan Crosby, Salesforce.com
The Top 10 Critical Service Metrics You Need to Know
Friday, November 20
10:15 a.m. - 11:15 a.m.
Drivers, start your engines! You’ve got your hands on the wheel, but the only way to get from 0 to 60 is to have your eyes on the dashboard. Visibility is as critical for your agents as it is for management. We’ll start this session with the top 10 service metrics you need to know, followed by real-life examples your peers are using today. We’ll help you cruise your way to the winner’s circle.
Speakers:
Michael Strasia, Maxwell Systems, Inc.; Andre Ramsarran, salesforce.com
Self-Service: Build a Community, Thrill Customers, and Drive Down Service Costs
Thursday, November 19
7:30 a.m. - 8:30 a.m.
With the right online experience, everyone wins. Customers get real-time answers to their problems while you reduce your call volume. This fascinating session will showcase implementations of Salesforce CRM’s customer portal, ideas community, and knowledge base. Learn how you can make self-service a destination, and watch loyalty go up while your service costs go down.
Speakers:
Leslie Kleitman, BigMachines Inc.; Bob Oelschlager, Perceptive Software Inc
Running A World-Class B2C Call Center
Thursday, November 19
1:30 p.m. - 2:30 p.m.
For B2C companies, delivering world-class customer service to thousands of customers is as important as ever in today’s economy. Salesforce.com customers will share hard-hitting metrics on agent productivity and customer satisfaction—and give you the full scoop on how they differentiate their brands through the ultimate customer experience.
Speakers:
Mike Best, P&G GCR; Jane Hawn, P&G GCR; Cory Cochran, American Century Services Corporation
How Salesforce.com Uses the Service Cloud: Global Customer Service
Wednesday, November 18
4:45 p.m. - 5:45 p.m.
Get a behind-the-scenes look at salesforce.com’s global customer service organization. In this session, we’ll demonstrate how salesforce.com has used the Service Cloud to create a virtual contact center with agents across five continents. Join our support team as they share the Service Cloud best practices they use to deliver customer success.
Speakers:
Krista Anderson, salesforce.com; Atul Nanda, salesforce.com; David Dickerson, salesforce.com
How Salesforce.com Uses the Service Cloud: Reinventing Self-Service
Friday, November 20
11:30 a.m. - 12:30 p.m.
Salesforce.com's in-house customer support organization is taking advantage of the Service Cloud to reinvent the online customer experience. The secret to the sauce—personalized, consistent, and quick access to knowledge, help, training, and community. See how you can leverage our unique model to make self-service your customers’ preferred support channel.
The Service Cloud Road Map: What’s Next? (Session 2)
Friday, November 20
11:30 a.m. - 12:30 p.m.
Come hear our product management team outline what’s planned for upcoming releases of the Service Cloud. Get the insiders’ view on cutting-edge features, so you can plan ways to make your contact center the hottest game in town.
Speakers:
Larry Robinson, salesforce.com, inc.
The Service Cloud Road Map: What’s Next? (Session 1)
Thursday, November 19
7:30 a.m. - 8:30 a.m.
Come hear our product management team outline what’s planned for upcoming releases of the Service Cloud. Get the insiders’ view on cutting-edge features, so you can plan ways to make your contact center the hottest game in town.
Speakers:
Larry Robinson, salesforce.com, inc.
The Future of the Customer-Centric Web and the Role of the Service Cloud
Wednesday, November 18
11:45 a.m. - 12:45 p.m.
Join us as we kick off the Service Cloud track with a vision of the future of customer service. In this session, Michael Maoz, Research Vice President with analyst firm Gartner, author of the Gartner Contact Center Magic Quadrant, and a proven industry thought leader for customer service and customer-centric web strategies will discuss the challenges and trends in delivering customer service in today's economy.
Speakers:
Michael Maoz, Gartner, Inc.; Alexandre Dayon, salesforce.com
Hands-On: Knockin’ Knowledge out of the Park
Thursday, November 19
1:30 p.m. - 2:30 p.m.
Knowledge is the foundation of all support channels. In this hands-on training session, you’ll learn how to take advantage of all the latest Salesforce CRM knowledge base features to improve your organization from the ground up.
Hands-On: Building Dashboards to Drive Agent Productivity
Thursday, November 19
11:30 a.m. - 12:30 p.m.
Boost the effectiveness and impact of your critical business metrics. Learn to accurately measure and communicate how your agents are doing by creating dashboards. This hands-on training session offers practice in building dashboards to gain visibility into critical target areas and communicate key metrics for agent productivity.
Hands-On: Building Reports to Analyze Agent Productivity
Thursday, November 19
7:30 a.m. - 8:30 a.m.
Looking to make your call center more efficient while also achieving the highest levels of customer satisfaction? Reports are an easy way to gain visibility into critical target areas. In this session, you’ll get hands-on practice building reports to measure key metrics for agent productivity.
Hands-On: Get Your Service Cloud Ideas Up and Running in 60 Minutes
Friday, November 20
9:00 a.m. - 10: 00 a.m.
Change the game and make community a part of your name! Join this electrifying session to learn how to set up your own public ideas communities so that your customers feel they have a voice in the way you do business—all in 60 minutes or less!
Hands-On: Launch Your Customer Portal in 60 Minutes
Friday, November 20
10:15 a.m. - 11:15 a.m.
Build your customer community and enable self-service with the Service Cloud customer portal. It’s as easy as 1-2-3. Learn firsthand how to create and brand your customer portal, set up a branded URL with Force.com sites, and provide your customers with timely answers using Salesforce CRM’s knowledge base.
Hands-On: Automating Your Service Cloud
Wednesday, November 18
4:45 p.m. - 5:45 p.m.
Learn advanced techniques for your Service Cloud implementation, so you can achieve the highest levels of customer satisfaction. Get hands-on experience with email templates, assignment rules, and escalation rules to process and monitor the lifecycle of cases.
Hands-On: An Introduction to Managing Support in the Cloud
Wednesday, November 18
3:30 p.m. - 4:30 p.m.
Attend this quick-start session to get your Service Cloud off the ground. Learn how to use cases, suggested solutions, email templates, and the console to help increase agent productivity. Plus, see how you can use dashboards and reports to track key metrics, so your support reports can stay in tune with your business.
*Tracks, sessions, and speakers are subject to change.
