002 - History of the Service Cloud, Features, and Use Cases - Case Closed Podcast | Lyssna här

Episode 002 gets at the history of the Service Cloud. It’s not been around as long as Salesforce has as a company, but it’s not that much younger than the Sales Cloud. It’s seen many evolutions over time though; in name, features, and possibilities. Cheryl and Jeff explore the Service Cloud’s history and what makes it amazing today.

Topics and Links

Announcing “Customer Support Management” in March, 2001 - https://web.archive.org/web/20010331045305/http://www.salesforce.com/us/login.jsp
Introducing “Supportforce” in January 2005 - https://web.archive.org/web/20050105004624/http://www.salesforce.com/products/whatsnew_winter05/index.jsp
Introducing “Salesforce Service & Support 2.0” in December 2005 - https://web.archive.org/web/20051218125731/http://www.salesforce.com/products/customer-service.jsp
Service Cloud licenses vs using Sales Cloud licenses
Features of the Service Cloud licenses
Customer 270º vs 360º
Console features and experimenting
Setting up a developer org - https://developer.salesforce.com/signup?d=70130000000td6N
#showmeyourconsole on Pinterest
Component Exchange on AppExchange - https://appexchange.salesforce.com/components
Knowledge
Business Cases for Service Cloud
RemedyForce from BMC - http://www.bmc.com/it-solutions/remedyforce.html
Inside Sales use cases for Service Cloud
On Target - http://www.perfectpipeline.com/
Internal company use cases for Service Cloud
Great customer service experiences
- Zabars - http://www.zabars.com/home
- Workato - https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5iW1EAJ