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.

For more, read the eWeek article: Salesforce.com Introduces Service Cloud 3.

CIO Insight Staff
CIO Insight Staff
CIO Insight offers thought leadership and best practices in the IT security and management industry while providing expert recommendations on software solutions for IT leaders. It is the trusted resource for security professionals who need network monitoring technology and solutions to maintain regulatory compliance for their teams and organizations.

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