Salesforce.com Ties in Twitter, Facebook With Service Cloud 3
NEW YORK -- Salesforce.com unveiled its Service Cloud 3 platform March 3, coupling the announcement to a high-profile event at New York City's Javits Center headlined by CEO Marc Benioff.
The third iteration of Salesforce's cloud-based customer service platform lets businesses analyze and respond to customer feedback filtering from social networks such as Twitter and Facebook. The company claims those businesses will be able to manage immense amounts of data through those channels.
Should a customer Tweet or post a Facebook message about a company's product, and that company uses Service Cloud 3, employees will be able to click on a dashboard tab labeled "Social Conversations" and see that customer's missive in real-time. Employees can also monitor broader swaths of data, via dashboard metrics such as "Twitter Volume by Product" or "Cases by Channel."
In addition, employees can also escalate a customer's case for their colleagues' attention, and post a solution to a particular issue on a Facebook wall or Twitter. Salesforce has also begun leveraging mobile devices, video-conferencing features, notably Apple's FaceTime, to allow customer representatives to resolve an issue in a more face-to-face way.
The Role of Standards in Cloud Security
Security is often cited as a primary cause for concern...Watch Now
Ensuring Resources for Mission Critical Workloads
Application workloads can thrive in cloud environments,...Watch Now
Improving Security in the Public Cloud
One of the main concerns about moving data to a public...Watch Now