Introduction: In my last post, we looked at improving case management response time by sending real-time SMS. In this post, we will incorporate real-time voice communication with case team members. Case Management brings together ad hoc teams to assess, diagnose and resolve customer issues. And, SLAs (Service Level Agreements) drive resolution urgency. But, what happens if [...]
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Case Management brings together ad hoc teams to assess, diagnose and resolve customer issues. And, SLAs (Service Level Agreements) drive resolution urgency. But, what happens if issues aren’t communicated in a timely manner? What about the liabilities associated with missing your SLAs?
The latest computer-telephony integration (CTI) offering from Salesforce is Open CTI. It differs dramatically from previous Salesforce CTI offerings in that it doesn’t require users to install CTI adapter programs on their machines to use Salesforce with phone systems. That’s right—no more client applications are necessary to use the features of a CTI system with [...]
The Service Cloud Workbook shows you how to set up multiple channels and integrate them with a help desk so that agents can respond to customers from any channel. First you’ll learn basic Service Cloud features. Then you’ll explore more challenging features that require code, such as Open CTI, Custom Console Components, and the Service Cloud Console Integration Toolkit.
On Wednesday, September 30th, Google will open up their Wave preview to about 100,000 people. Details are at Google Wave Developer Blog and The Official Google Blog I am excited to announce that we have put together a new demo on how you might leverage the Wave platform on salesforce.com and how you might leverage [...]