Introduction to Service Cloud

Transcription

1 Introduction to Service Cloud The world s #1 Service Platform Sarah Thomas, Technical Support Engineer sthomas@salesforce.com Brian Suh, Content & Programs Manager bsuh@salesforce.com

2 Today s Webinar Host Sarah Thomas Brian Suh Technical Support Engineer sthomas@salesforce.com Content & Programs Manager bsuh@salesforce.com

3 Forward-Looking Statement Statement under the Private Securities Litigation Reform Act of 1995 This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include but are not limited to risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

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5 Today s Agenda Topics Introduction to Service Cloud What is Service Cloud? What is the Salesforce Platform? What is Trailhead? Walk-through Resources & Next Steps Q&A Today s session will be recorded and available within 24 hours via .

6 For Customer Service, It s Hard To Help With So Many Competing Priorities Operatio excellencnal e Service n innovatio Cost Reduction Customer satisfaction Siloed systems Agent experience New workforce Rising expectations

7 Service Cloud Transform Service and Deliver Customer Success Lightning Service Console Connected Service Most complete, extensible, and agile platform Personalized Service Contextual, omnichannel support experience Intelligent Service Service at scale with actionable analytics & Einstein AI PILOT Empowered Service Unified, 360-degree view and next-gen productivity tools and skills for all employees Service Cloud Mobile App Einstein Vision

8 World s #1 Service Platform Transform service and deliver customer success with Service Cloud Digital Engagement Make service seamless across messaging, social, web, and in-app channels Self-Service Deliver a completely connected self-service experience Customer Service Transform service with the world s most complete and agile platform AI for Service Scale support with intelligence for customers, agents, and managers Service Analytics Empower managers with deep, actionable insights and reporting Field Service Connect field operations to the business with a next-gen mobile experience 32% + customer satisfaction Source: Salesforce Customer Relationship Survey conducted among 7,000 customers randomly selected. Response sizes per question vary.

9 Customer Service Next-Gen Service with Service Cloud Lightning Lightning Service Console Lightning Service Setup Case Management 3rd Party Data Integration SLAs & Entitlements Knowledge CTI Integration Macros Workflows & Approvals Omni-channel Routing Custom Reports +31% Faster Case Resolution Omni-channel Supervisor Source: Salesforce Customer Success Metrics Survey conducted among customs randomly selected. Response sizes per question vary. Kanban Case View Analytics

10 Self-Service Deliver a Completely Connected Self-Service Experience Portals and communities built on the world s #1 CRM Platform Easily embed business process from any system Customer Portal Customer Community Create simple, guided experiences with Lightning Flow Provide intelligent service for every customer Recommend relevant content, answers and experts Build engaging experiences fast Quickly build and deploy with Lightning Community Builder 50% Case Deflection Source: Forrester Total Economic Impact of Salesforce Community Cloud on Customer Community Self-Service Community

11 Service Cloud Platform Drives Customer Success Decrease in Support Costs + 25 % Customer Retention + 30 % Faster Case Resolution + 31 % Average Percentage Improvements Reported by Salesforce Customers Source: Salesforce Customer Success Metrics Survey conducted among 7,000+ customers randomly selected. Response sizes per question vary. Agent Productivity + 32 % +32% in customer satisfaction

12 Customer Success Platform COMMUNITIES Customer, partner, and employee experiences #1 SERVICE Drive service transformations COMMERCE Intelligent, unified shopper experiences across any channel MARKETING Deliver personalized consumer engagement at scale SALES Transform sales from lead to cash to loyalty COLLABORATION Quip team collaboration platform INDUSTRIES World s #1 CRM reimagined for your industry B2C & B2B Platform

13 Salesforce Platform The world s most popular declarative development platform Easy Code Low-Code No-Code B2C B2B Automatic Upgrades Open

14 Innovative: 3 Major Releases Per Year Seamless, automatic updates 5 5 Major releases delivered utomatic Updates A Customization & integration eatures sourced F by customer community

15 Service Cloud Keeps Getting Better We release 3 times a year, these are our top innovations from the latest release Digital Engagement AI for Service Social Conversations Component Customizations for Web Snap-ins Einstein Bots Self-Service Service Analytics Case Deflection Tracking 1:1 Community Journeys Report Builder in Lightning Experience Einstein Discovery Dataset Creation in Data Manager Customer Service Field Service Return Order Management Crew Scheduling Guided Setup Mass Quick Actions in Lightning Experience Omni-channel Setup Flow Pinned Workspace Components Austin Buchan CEO, College Forward Check out our release site for more PILOT

16 Trailhead: The Fun Way to Learn Salesforce Empowering Trailblazers with the skills of the Fourth Industrial Revolution Learn Salesforce skills Earn credentials Connect with Trailblazers NEW Reinvent learning with 4M+ badges earned

17 Service Cloud Walk-through

18 Walk-through Items What we ll see today Service Console Dashboards Case List View Reports Case View Service Setup Page Layouts

19 Resources

20 Resources Desk to Service Cloud Desk to Service Cloud Journey & Articles Webinar Calendar Trailmix: Desk to Service Cloud Service Cloud Community Free Developer Org

21 Next Steps Learn more and experience Service Cloud Customized Free Trial Step-by-step Setup workbook Contact support

22 Q&A GTW questions panel

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