Oct 28, 2019 By Sophia Le

What Not to Miss at Dreamforce ‘19 for Service Leaders

There’s never been a more exciting time to be part of customer service and no better place to learn, network, and get inspired about all things related to customer experience than Dreamforce ‘19. (Join in the conversation using #DF19!) With less than one month to go, the entire Salesforce Service... Read More

Customer Service, Dreamforce, Events, Service, Service Cloud

Sep 12, 2019 By Holly Ha

Deliver Impactful and Proactive Field Service With Innovation

You can’t avoid it. It’s top of mind for every business: adapt or be left behind. Not every company welcomes this new digital era with open arms. With technology continually changing, it can be intimidating for established businesses to change systems and processes they’ve spent years fine-tuning.... Read More

Customer Service, Service Cloud

Sep 11, 2019 By Gavin Austin

How Einstein Case Classification Will Change Your World

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... Read More

Customer Experience, Customer Service, Artificial Intelligence, Einstein, Innovation, Service Cloud

Photo of a man with a laptop in conversation with a bot

Sep 10, 2019 By Gavin Austin

An Important Thing to Know About Chatbots

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,”... Read More

Customer Service, Artificial Intelligence, Einstein, Service Cloud

Photograph of three people on a park bench

Aug 30, 2019 By Mark Abramowitz

Salesforce Service Cloud Named an August 2019 Gartner Peer Insights Customers’ Choice for CRM Customer Engagement Center

The Service Cloud team is excited to announce that Salesforce has been recognized as an August 2019 Gartner Peer Insights Customers’ Choice for CRM Customer Engagement Center. According to Gartner, “The Gartner Peer Insights Customers’ Choice is a recognition of vendors in this market by verified... Read More

Customer Service, Service Cloud

Aug 02, 2019 By Cheech Moore

4 Considerations When Selecting The Best Consulting Partner for Field Service

Our mission is to ensure Field Service Lightning (FSL) customers are wildly successful in maximizing their business benefit throughout their Field Service digital transformation. Each customer has unique needs, varying business processes, and different expected outcomes. Consequently, it is... Read More

Customer Service, Customer Success, Service, Service Cloud, Mobile

Jul 19, 2019 By Mihir Panchal

How to Leverage “Order on Behalf Of” (OOBO) Using Commerce and Service Clouds

Did you know that 84% of customers say that the experience a brand provides is just as important as its products? (That’s up from 80% in last year’s survey.) However, 51% say that companies fall short of their expectations. Customer service is a big part of a customer’s perception of a brand, and... Read More

Commerce, Commerce Cloud, Customer Service, Customer Success, Service Cloud

Jul 16, 2019 By Christa Matukaitis

How to Provide High-Touch Service With “Order on Behalf Of” Capability

This is the next installment in a series of blog posts on frequent use cases that span the shopper journey across commerce, marketing, and service. It will cover industry best practices, as well as how to’s around setting up these journeys with Salesforce. Check back for additional posts around... Read More

B2B Commerce, Commerce, Commerce Cloud, Customer Service, Retail, Service Cloud

Jul 02, 2019 By Kemberly Gong

Deliver Better Service and Experiences to Your Shoppers

We’ve all had a bad customer service experience that is seared in our memory. In some cases, shoppers will even leave the brand doing business with that company if the service is subpar — in fact, 57% of customers have stopped buying from a company because a competitor provided a better experience.... Read More

Commerce, Commerce Cloud, Service, Service Cloud, Customer Service

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What Not to Miss at Dreamforce ‘19 for Service Leaders

Deliver Impactful and Proactive Field Service With Innovation

How Einstein Case Classification Will Change Your World

An Important Thing to Know About Chatbots

Salesforce Service Cloud Named an August 2019 Gartner Peer Insights Customers’ Choice for CRM Customer Engagement Center

4 Considerations When Selecting The Best Consulting Partner for Field Service

How to Leverage “Order on Behalf Of” (OOBO) Using Commerce and Service Clouds

How to Provide High-Touch Service With “Order on Behalf Of” Capability

Deliver Better Service and Experiences to Your Shoppers

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