salesforce service cloud 3 presentation

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1 REI Systems, Inc. Salesforce.com Service Cloud 3

Post on 14-Sep-2014

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I gave this presentation on Service Cloud 3 yesterday at the Washington DC Salesforce User group meeting. Enjoy!

TRANSCRIPT

Page 1: Salesforce Service cloud 3 presentation

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REI Systems, Inc.

Salesforce.comService Cloud 3

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WHAT IS SERVICE CLOUD 3?

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THERE IS A FUNDEMENTAL SHIFT HAPPENING IN CLOUD COMPUTING….

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

-ROOM FOR INNOVATION-REDUCED COSTS

-ENVIRONMENTALLY FRIENDLY

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JUST ONE PROBLEM……

?

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……NORTH AMERICA ALONE HAS OVER

250,000,000 INTERNET USERS TODAY………

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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……

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THEY WILL FIND US VIA SOCIAL MEDIA

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

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CLOUD 1 APPLICATIONS ARE LEVERAGED OVER THE

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

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Cloud 1 Cloud 2

CLOUD 2 WILL BRING EXTERNAL CONVERSATIONS INTO CLOUD 1 APPLICATIONS

EASY, FAST, LOW COST SOCIAL, MOBILE, OPEN

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WELCOME TO SERVICE CLOUD 3

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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

[email protected]

703-480-9168

Achieving Excellence Together….

REI Systems, Inc.