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
• 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

  Jeff Grosse and Cheryl Feldman The Case Closed Podcast Follow Jeff @CRMFYI Follow Cheryl @CherFeldman Like us on Facebook https://www.facebook.com/caseclosedpodcast/   Subscribe to Podcast in iTunes