Service Cloud Connects On All Customer Channels

SearchEmail

Partners

Portal

Call Center

Social

Community

Service Cloud Manager

Collaboration

Contracts & Entitlements

Call Scripting

Instant Message

Helping 13,000+ Service Organizations Move to the Cloud

94%Will Continue to Use Salesforce

92%Would Recommend to Others

74%Have Already Recommended

Service Cloud Powers Every Service Interaction

Call Center Agent Collaboration Social / Community Self-Service

Empower Smarter More Productive AgentsCall Center

Service Cloud Console

Knowledge

Contracts & Entitlements

Real-time Analytics

Call Scripting

Cases

With the Service Cloud, we’re seeing operational improvements and ways to improve our customer relations.

Collaborate to Close Cases FasterAgent Collaboration

Cases

KnowledgeOpportunities

Accounts

We’ve revolutionized our technical support with the Service Cloud.

Join the Customer Conversation Anywhere

Social / Community

Social

Search

Community

Service Cloud 2 lets us leverage social media platforms to engage visitors.

Knowledge

Salesforce gives us the ability to react quickly to changes driven by the business to revise apps in minutes –not days or weeks.

Create a Next-Gen Self-Service DestinationSelf-Service

Portal

Live Web Agent

My Cases

Knowledge

Answers

Run Your Contact Center in the Cloud

Quicker On-Boarding More Productive Agents Faster Case Resolution

Complete Case Management

Workflow, Escalation, Call-Scripting

CTI, Email & Chat Integration

Contracts and Entitlements

Email & Chat

Phone Call Scripting

Contracts & Entitlements

The Next-Generation Service Cloud Console

High-volume service agent desktop

Everything, in context, at the agent’s fingertips

Snap-in integration with back office systems

Shorter Response Times

Streamline Complex Service Processes

EnhanceAgent Productivity

Phone

Streamline Every Agent InteractionCase context tabs for back-to-back casesCase context tabs for back-to-back cases

Screen-pop Screen-pop

Make Every Agent More Efficient

Snap-in integration to backend systemsSnap-in integration to backend systems

Customer highlights at a glanceCustomer highlights at a glance

Bring the Best of the Web to Your Customers

Track Service Cases, Find Knowledge

…And Lower Service Costs

Deliver Help & Training, Customize the Experience

Connect with Customers, Capture Answers & Ideas

Deliver Faster, Any-Time Service

Drive Customer Adoption

Build Your Customer Community

$7.50 50¢

Call Center Interaction

Self-ServiceInteractionSource: Garnter How to

Justify a Self-Service Implementation, Dec, 18, 2007

Customer Portal

Use the Power of the Community for Better Service

Ask anything, rate the best answers

Best answers rise to the top

Track what’s open and resolved

Faster Answers for Customers Customers Drive Innovation Answers Enrich Knowledge

Join Community Conversations in the Cloud

Public KnowledgebaseForce.com Sites Salesforce for Twitter

How do I fix this product? Search

Facebook Answers

Cloud-Native Platform

Search Social Social

World’s First Knowledge Base Designed for the Cloud

Multi-tenant platform

Serves every channel

Completely integrated

Automatically upgraded

✔

✔

✔

✔

-Hugh McKellar Editor in Chief, KMWorld 100 Companies that Matter, 2009

SearchEmail & Chat

Partners

Customer Portal

Call Center

Social

Community

Service Cloud Manager

Collaboration

Service Cloud 2 Keeps You Connected Everywhere

Contracts & Entitlements

Process Manager