Case Closed Podcast - podcast cover

Case Closed Podcast

Jeff Grosse and Cheryl Feldman•caseclosedpodcast.com
The Case Closed Podcast is the first and only podcast dedicated to helping you to learn, use, and extend the Salesforce Service Cloud to improve customer experiences and run an efficient contact center. Hosted by Salesforce MVPs, Jeff Grosse and Cheryl Feldman, you'll learn the features of Service Cloud, ways to extend functionality with the AppExchange, and hear the success stories that Service Cloud customers have experienced in their company.
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Episodes

003 - Using ManyWho to Automate Contact Center Processes

Episode 003 gets at the heart of business processes; automation. Service processes need as much or more automation than any other part of the business so this time we talk about workflow that goes beyond the Workflow Rules, Visual Flow, Process Builder, Escalation Rules, Routing Rules, and Auto Response Rules you know of today in Service Cloud. We talk about ManyWho ; a product that can go beyond all those tools you’ve used before and put them in a single interface and automate anything from fin...

Jan 30, 2016•49 min

002 - History of the Service Cloud, Features, and Use Cases

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 Introduc...

Dec 30, 2015•53 min
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