salesforce service cloud 3 presentation

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REI Systems, Inc.

Salesforce.comService Cloud 3

WHAT IS SERVICE CLOUD 3?

THERE IS A FUNDEMENTAL SHIFT HAPPENING IN CLOUD COMPUTING….

CLOUD ONE FOCUSED ON HOSTING IN HOUSE DESKTOP APPLICATIONS AS A SERVICE, VIA THE INTERNET…..

-ROOM FOR INNOVATION-REDUCED COSTS

-ENVIRONMENTALLY FRIENDLY

JUST ONE PROBLEM……

?

……NORTH AMERICA ALONE HAS OVER

250,000,000 INTERNET USERS TODAY………

TODAY WE USE THE INTERNET AS OUR MAIN FORM OF

COMMUNICATION….

….WE USE THE INTERNET TO FIND SOLUTIONS TO OUR PROBLEMS, AND TO ASK QUESTIONS……

THEY WILL FIND US VIA SOCIAL MEDIA

WE WILL NO LONGER SEARCH FOR PRODUCTS AND SERVICES…….

CLOUD 1 APPLICATIONS ARE LEVERAGED OVER THE

INTERNET BUT ARE NOT COMMUNICATING WITH THE OUTSIDE WORLD………

Cloud 1 Cloud 2

CLOUD 2 WILL BRING EXTERNAL CONVERSATIONS INTO CLOUD 1 APPLICATIONS

EASY, FAST, LOW COST SOCIAL, MOBILE, OPEN

WELCOME TO SERVICE CLOUD 3

AN 18 MONTH VISION……

COMPRISES OF 6 KEY COMPONENTS:• SOCIAL MONITORING

- Salesforce for Facebook (already available on the Appexchange)- Salesforce for Twitter (already available on the Appexchange)- Radian 6 Social Monitoring (ETA next 12 months)

• SOCIAL KNOWLEDGE- Knowledge Base (already available)

• SOCIAL CONTACT CENTER- Service Cloud Social Media integration (ETA next 12 months)- Chatter for Cases (ETA next 18 months

• LIVE AGENT- Live Chat (ETA next 2-3 months)

• SOCIAL COMMUNITIES- Ideas and Answers community (already available)- Self Service Portals (already available)

• SOCIAL ANALYTICS - Reports by Social Channel (ETA next 12 months)

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Contact:

Puneet Sethi

psethi@reisys.com

703-480-9168

Achieving Excellence Together….

REI Systems, Inc.