Sep 20, 2016 By John Hernandez in Customer Service , Mobile , Service Cloud

As COO of Service Cloud, I have the distinct pleasure of leading an incredibly innovative team that’s been recognized as a leader in Gartner’s Customer Engagement Center Magic Quadrant for eight years running. But if my 20-year career in Silicon Valley has taught me anything, it’s that to continue... Read More»

Sep 18, 2016 By Mike Milburn in Service Cloud , Service , Intelligence

The implications of artificial intelligence (AI) for customer service are staggering and truly limitless. But until now, most customer service leaders have been unable to put intelligence in action. They lacked the army of data scientists needed to make sense of the data. And even if they were able... Read More»

Sep 13, 2016 By Emily Stanford in Customer Service , Service Cloud

Keith Pearce is VP of Marketing for Service Cloud at Salesforce. An industry veteran who got his start close to 20 years ago at Siemens, he’s a firm believer in the transformative value of great customer service — both to companies and to their customers. Recently, we caught up with Keith to get... Read More»

Sep 06, 2016 By Godard Abel in Service Cloud , Steelbrick , Lightning , Innovation , Sales

Today, we’re excited to announce that we are extending Salesforce CPQ into Service Cloud Lightning. Now service reps can also provide customers with a seamless buying experience using the same configure, price, quote technology that has empowered sales organizations to close deals faster than... Read More»

Aug 18, 2016 By Mark Abramowitz in Customer Service , Dreamforce , Events , Service Cloud

Every year we experience an event that has the potential to become a seminal moment in our professional or personal lives. It might help us to replace a bad habit with a good one. Apply a new skill. Take inspiration from an insight or conversation to confront a problem in a new way. At this year’s... Read More»

Aug 15, 2016 By Emily Stanford in Sales , Sales Cloud , Service , Service Cloud

Today, businesses have a wealth of terrific choices when it comes to applications and platforms for both sales and service, including commercial products from software vendors, as well as applications that have been built in-house. Many businesses have tackled optimizing their sales process with... Read More»

Aug 08, 2016 By Emily Stanford in Customer Service , Service Cloud

Businesses are prioritizing metrics that measure agent productivity as indicators of success above all other metrics. That's a big mistake.... Read More»

Jul 28, 2016 By Glenn Heinzmann in Customer Service , Service Cloud

The global field service market is estimated to jump from $1.58 billion in 2015 to more than $3.5 billion by 2019, according to research firm Markets and Markets. As is the case with other buying decisions, the consumer is looking for a more personalized experience or something that separates one... Read More»

Jul 26, 2016 By Emily Stanford in Customer Service , Service Cloud , Social Media

Keith Pearce is VP of Marketing for Service Cloud at Salesforce. An industry veteran who got his start close to 20 years ago at Siemens, he’s a firm believer in the transformative value of great customer service — both to companies and to their customers. Recently, we caught up with Keith to get... Read More»

Jul 18, 2016 By Mark Bloom in Service , Service Cloud

If not, you should be asking yourself why not. Techs in the field are the closest contact with your customer, which means they have the potential to be your best salespeople. Here’s why: Field service techs are in a great position to turn their success into an upsell. There is gold in the question,... Read More»