Gautam Vasudev is Director of Product Management for Service Cloud at Salesforce. He’s been with the company for over 8 years, both in the R&D and Product Management positions, with a constant focus on and passion for customer service.
Feb 07, 2012 By Gautam Vasudev
The Interaction Log (IL) was designed to take quick notes on a customer interaction. It's a virtual "post-it" for the Console workspace that can serve as a scratch pad or to create reminders for the agents. Agents may not always use it, and when they do, it should serve to capture... Read More
Jan 16, 2012 By Gautam Vasudev
The Service Cloud Console continues to evolve as a UI framework for the Service Cloud product line at salesforce.com. Winter '12 saw the introduction of "Pinned List Views" (PLVs). One of the best use cases for this feature is a telesales environment where agents are working through... Read More