{"id":1427,"date":"2020-02-26T15:51:00","date_gmt":"2023-10-18T15:51:39","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1427"},"modified":"2023-10-18T17:35:35","modified_gmt":"2023-10-18T17:35:35","slug":"customer-service-via-smartphone","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/","title":{"rendered":"Could You Run Your Entire Customer Service Department From A Smartphone?"},"content":{"rendered":"\n

“We are experiencing higher than normal call volumes . . .\u201d<\/p>\n

\u201cAll of our agents are currently busy . . .\u201d<\/p>\n

\u201cWe\u2019ll get to you as soon as we\u2019re back at our desks.\u201d<\/p>\n

That last line may not be something you\u2019ll hear when you reach out to a company for service and support, but you can almost imagine customers thinking it. <\/p>\n

Whether they connect by phone, email or social media post<\/a>, customers typically have no visibility into what kind of resources a company has put in place to address their questions or troubleshoot issues. <\/p>\n

You might have an army of agents, all spread out across cubicles in a contact centre. <\/p>\n

You might have a third-party outsourcing firm that can add team members and scale based on the volume of inquiries or help desk tickets. <\/p>\n

You might be a company with less than a handful of employees, or even just one. <\/p>\n

It doesn\u2019t matter. Customers don’t really care about the customer service resources<\/a> you have, they just want the help.<\/p>\n

Smartphones have made it possible for us to check our bank balances and make transfers while we\u2019re standing in line at the supermarket. We can use a smartphone to plan a vacation, including book flights and hotels, while sitting in a dentist\u2019s office. We can watch movies we\u2019ve downloaded to our smartphones on a subway ride. <\/p>\n

All those kinds of experiences were once possible only if you were in a fixed place with technology that was connected to a wall in some way. Smartphones have changed all that. It can change customer service in the exact same way. <\/p>\n

This should be top of mind for small and medium-sized businesses in particular, who may not be in a position to set up a formal contact centre but need to resolve issues with the same speed and thoroughness as their larger competitors. <\/p>\n

While the technology to run your entire customer service department from a smartphone is available today<\/a>, there are a few things you should think about as you put it into action: <\/p>\n

1. Establish the response relay team<\/h2>\n

If you\u2019re using a smartphone to manage customer service, chances are your team may also be working in other roles. Some of them might be trying to sell for part of their day. Others might be involved in marketing, administration or operations. <\/p>\n

That means when a customer service issue comes in, it may not be possible for that team member to respond right away. Instead, think about how you can hand off service issues to others, perhaps by having them set up \u201cbusy\/available\u201d statuses within a group messaging app, or based on a schedule you\u2019ve established. <\/p>\n

If it\u2019s not possible to route a service issue, think about how you can set up voicemail greetings, text-based responses or email auto replies that give customers a reasonable expectation of when you\u2019ll respond. This will do a lot to avoid frustration among customers who might otherwise simply walk away. <\/p>\n

2. Adapt processes to mobile paradigms<\/h2>\n

You can\u2019t look at a customer\u2019s account history or other information on your dashboard when you\u2019re holding your smartphone to your ear. <\/p>\n

Think about what kinds of processes are typically involved in resolving issues<\/a>. You don\u2019t want to burden customers by having them adapt to you. Instead, be ready to greet them (if they reach out via phone call), then quickly call up the necessary details to get a fix started. This could be as simple as sending links to a support document, or sharing an explainer video via text or email. <\/p>\n

Similarly, there could be situations where typing out responses will become more time-consuming (for you as well as the customer) versus asking them to jump on a phone call or even a video call to walk through their issue and how to address it. <\/p>\n

Remember that customers should always be given the choice of asking for customer support through whatever channel they want, but you can sometimes ask them to move into a different one if it means you\u2019ll be offering a better overall experience. <\/p>\n

3. Analyze to anticipate <\/h2>\n

Yes, your smartphone can help you get through the queue of customers waiting to be helped, or even avoid the necessity of having a queue at all. That shouldn\u2019t be your only goal. <\/p>\n

A smartphone not only empowers a company to provide support any time, anywhere \u2014 it also means you can assess the quality of the customer service you\u2019re offering anytime, anywhere too. <\/p>\n

Rather than put off this kind of analysis until you\u2019re sitting at your desk, use the data you\u2019ll see in your dashboard to identify trends, common problems and other opportunities to iterate and improve. Encourage your agents or team members to do the same thing on their smartphones.<\/p>\n

One of the best things about running your entire customer service department from a smartphone is that a mobile approach can scale really well. In other words, using an app for helping your customers today will make it easier to teach other team members to do the same thing as your company grows. <\/p>\n

You\u2019ll sometimes hear CEOs say that “sales is everybody\u2019s job.\u201d In fact, offering an outstanding customer experience is everyone\u2019s job, and that includes customer service. Sales will get revenue in the door, but great service will mean it keeps coming in from the same customers. <\/p>\n

It sounds challenging, but you have the power to make it happen in the palm of your hand. <\/p>\n

<\/span> <\/p>\n","protected":false},"excerpt":{"rendered":"

"We are experiencing higher than normal call volumes . . .\u201d
\n\u201cAll of our agents are currently busy . . .\u201d
\n\u201cWe\u2019ll get to you as soon as we\u2019re back at our desks.\u201d
\nThat last line may not be something you\u2019ll hear when you reach out to a company for service and support, but you can almost imagine<\/p>\n","protected":false},"author":1,"featured_media":1429,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[5,1],"sf_content_type":[],"coauthors":[2],"class_list":["post-1427","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-relationships","sf_topic-small-business"],"yoast_head":"\nCould You Run Your Entire Customer Service Department From A Smartphone? - Salesforce<\/title>\n<meta name=\"description\" content=\""We are experiencing higher than normal call volumes . . .\u201d \u201cAll of our agents are currently busy . . .\u201d \u201cWe\u2019ll get to you as soon as we\u2019re back at our desks.\u201d That last line may not be something you\u2019ll hear when you reach out to a company for service and support, but you can almost imagine\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Could You Run Your Entire Customer Service Department From A Smartphone?\" \/>\n<meta property=\"og:description\" content=\""We are experiencing higher than normal call volumes . . .\u201d \u201cAll of our agents are currently busy . . .\u201d \u201cWe\u2019ll get to you as soon as we\u2019re back at our desks.\u201d That last line may not be something you\u2019ll hear when you reach out to a company for service and support, but you can almost imagine\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2023-10-18T15:51:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-10-18T17:35:35+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"627\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Salesforce Canada\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Salesforce Canada\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/#\/schema\/person\/image\/67746feea2d6a73653ce0c10f94077a5\"}],\"headline\":\"Could You Run Your Entire Customer Service Department From A Smartphone?\",\"datePublished\":\"2023-10-18T15:51:39+00:00\",\"dateModified\":\"2023-10-18T17:35:35+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/\"},\"wordCount\":933,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png\",\"inLanguage\":\"en-CA\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/\",\"url\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/\",\"name\":\"Could You Run Your Entire Customer Service Department From A Smartphone? - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png\",\"datePublished\":\"2023-10-18T15:51:39+00:00\",\"dateModified\":\"2023-10-18T17:35:35+00:00\",\"author\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/#\/schema\/person\/601f410a2801f4ddcf6f00cb182e69d3\"},\"description\":\""We are experiencing higher than normal call volumes . . .\u201d \u201cAll of our agents are currently busy . . .\u201d \u201cWe\u2019ll get to you as soon as we\u2019re back at our desks.\u201d That last line may not be something you\u2019ll hear when you reach out to a company for service and support, but you can almost imagine\",\"breadcrumb\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#breadcrumb\"},\"inLanguage\":\"en-CA\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-CA\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png\",\"contentUrl\":\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png\",\"width\":1200,\"height\":627,\"caption\":\"Could You Run Your Entire Customer Service Department From A Smartphone?\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.salesforce.com\/ca\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Could You Run Your Entire Customer Service Department From A Smartphone?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/#website\",\"url\":\"https:\/\/www.salesforce.com\/ca\/blog\/\",\"name\":\"Salesforce\",\"description\":\"News, tips, and insights from the global cloud leader\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/ca\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-CA\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/#\/schema\/person\/image\/67746feea2d6a73653ce0c10f94077a5\",\"name\":\"Salesforce Canada\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-CA\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/#\/schema\/person\/image\/c206078faacfae202082d59bddc16cc4\",\"url\":\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/11\/Salesforce-300x300-1.png?w=150&h=150&crop=1\",\"contentUrl\":\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/11\/Salesforce-300x300-1.png?w=150&h=150&crop=1\",\"width\":\"150\",\"height\":\"150\",\"caption\":\"Salesforce Canada\"},\"url\":\"https:\/\/www.salesforce.com\/ca\/blog\/author\/salesforce-canada\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Could You Run Your Entire Customer Service Department From A Smartphone? - Salesforce","description":""We are experiencing higher than normal call volumes . . .\u201d \u201cAll of our agents are currently busy . . .\u201d \u201cWe\u2019ll get to you as soon as we\u2019re back at our desks.\u201d That last line may not be something you\u2019ll hear when you reach out to a company for service and support, but you can almost imagine","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/","og_locale":"en_US","og_type":"article","og_title":"Could You Run Your Entire Customer Service Department From A Smartphone?","og_description":""We are experiencing higher than normal call volumes . . .\u201d \u201cAll of our agents are currently busy . . .\u201d \u201cWe\u2019ll get to you as soon as we\u2019re back at our desks.\u201d That last line may not be something you\u2019ll hear when you reach out to a company for service and support, but you can almost imagine","og_url":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/","og_site_name":"Salesforce","article_published_time":"2023-10-18T15:51:39+00:00","article_modified_time":"2023-10-18T17:35:35+00:00","og_image":[{"width":1200,"height":627,"url":"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png","type":"image\/png"}],"author":"Salesforce Canada","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Salesforce Canada","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/"},"author":[{"@id":"https:\/\/www.salesforce.com\/ca\/blog\/#\/schema\/person\/image\/67746feea2d6a73653ce0c10f94077a5"}],"headline":"Could You Run Your Entire Customer Service Department From A Smartphone?","datePublished":"2023-10-18T15:51:39+00:00","dateModified":"2023-10-18T17:35:35+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/"},"wordCount":933,"commentCount":0,"image":{"@id":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png","inLanguage":"en-CA","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/","url":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/","name":"Could You Run Your Entire Customer Service Department From A Smartphone? - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/ca\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png","datePublished":"2023-10-18T15:51:39+00:00","dateModified":"2023-10-18T17:35:35+00:00","author":{"@id":"https:\/\/www.salesforce.com\/ca\/blog\/#\/schema\/person\/601f410a2801f4ddcf6f00cb182e69d3"},"description":""We are experiencing higher than normal call volumes . . .\u201d \u201cAll of our agents are currently busy . . .\u201d \u201cWe\u2019ll get to you as soon as we\u2019re back at our desks.\u201d That last line may not be something you\u2019ll hear when you reach out to a company for service and support, but you can almost imagine","breadcrumb":{"@id":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#breadcrumb"},"inLanguage":"en-CA","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/"]}]},{"@type":"ImageObject","inLanguage":"en-CA","@id":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#primaryimage","url":"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png","contentUrl":"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png","width":1200,"height":627,"caption":"Could You Run Your Entire Customer Service Department From A Smartphone?"},{"@type":"BreadcrumbList","@id":"https:\/\/www.salesforce.com\/ca\/blog\/customer-service-via-smartphone\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.salesforce.com\/ca\/blog\/"},{"@type":"ListItem","position":2,"name":"Could You Run Your Entire Customer Service Department From A Smartphone?"}]},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/ca\/blog\/#website","url":"https:\/\/www.salesforce.com\/ca\/blog\/","name":"Salesforce","description":"News, tips, and insights from the global cloud leader","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/ca\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-CA"},{"@type":"Person","@id":"https:\/\/www.salesforce.com\/ca\/blog\/#\/schema\/person\/image\/67746feea2d6a73653ce0c10f94077a5","name":"Salesforce Canada","image":{"@type":"ImageObject","inLanguage":"en-CA","@id":"https:\/\/www.salesforce.com\/ca\/blog\/#\/schema\/person\/image\/c206078faacfae202082d59bddc16cc4","url":"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/11\/Salesforce-300x300-1.png?w=150&h=150&crop=1","contentUrl":"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/11\/Salesforce-300x300-1.png?w=150&h=150&crop=1","width":"150","height":"150","caption":"Salesforce Canada"},"url":"https:\/\/www.salesforce.com\/ca\/blog\/author\/salesforce-canada\/"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/could-you-run-your-entire-customer-service-department-from-a-smartphone-open-graph-min.png","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/ca\/blog","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/posts\/1427","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/comments?post=1427"}],"version-history":[{"count":2,"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/posts\/1427\/revisions"}],"predecessor-version":[{"id":5934,"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/posts\/1427\/revisions\/5934"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/media\/1429"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/media?parent=1427"}],"wp:term":[{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/sf_topic?post=1427"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/sf_content_type?post=1427"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/ca\/blog\/wp-json\/wp\/v2\/coauthors?post=1427"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}