Gavin Austin is a Principal Technical Writer at Salesforce, where he’s been writing a variety of content for over 14 years. He helped Salesforce radically change its content strategy in 2015, and he frequently speaks about content at conferences and universities. Connect with him on Twitter @GavinAustinSays or LinkedIn.
Einstein Case Classification is about to change the way you do business and experience customer service. It may sound strange that something related to service — namely, cases in Salesforce — may change your world, but it’s going to happen sooner than you think.
What is Einstein case...
You’ve probably heard about chatbots. Lately, there’s been a lot of hype about how bots are transforming customer service and changing how businesses engage with customers. When Gartner forecasts that, “By 2020, the average person will have more conversations with bots than with their spouse,”...
As we move into the Fourth Industrial Revolution, most of us will need to learn new skills to advance our careers. Of course, technology skills are important. Obviously, we must continue to learn the latest applications to remain relevant. But focusing only on hard skills, such as a specific...
With the holidays upon us, it’s time to think about giving. You probably know what to give your co-workers, best friend, or partner. But have you thought about what to give your customers this season?
As a customer yourself — of computers, smartphones, airline tickets, banks, cakes, you name it —...
Dreamforce is around the corner, and we have presenters traveling from near and far to share compelling product, technology, and customer stories. What better time to freshen up on what it takes to deliver a great presentation?
First of all, remember that attendees have paid good...
to quickly get up to speed on the latest Salesforce release - anytime, anywhere
- without downloading a big PDF file? With Winter ‘14, you can. That's because the Salesforce.com Release Notes have a new HTML format and user interface that makes it easier to:
Read the release notes from...
The Service Cloud Console is the flagship feature for the
Service Cloud — it ties all of your customers’ information together on one screen
so that your support agents can deliver superior service quickly, whether by email,
phone, Web, or Web chat. Setting up a console