Menu
Salesforce launches Service Cloud

Salesforce launches Service Cloud

Salesforce has launched a new customer-service application dubbed the Service Cloud.

Salesforce has repurposed the customer-service software acquired through its August 2008 purchase of InstraNet into a new offering called the Service Cloud, the company announced Thursday.

The package seeks to combine traditional call-center features with aspects of search engine technology and social-networking sites like Facebook.

"Customers today are looking to the cloud for answers," said Alex Dayon, senior vice president of customer service and support at Salesforce.

Salesforce believes cloud-based customer service is "the next billion-dollar opportunity" for the company, Dayon added.

The company is basing the Service Cloud on a group of core elements: online customer communities; social networks; improving search engine results; sharing knowledge base information with partners; and making data from the cloud available to traditional e-mail, phone and chat-based customer service representatives. The software is organized via a central dashboard interface showing activity in the various channels.

A Salesforce demonstration shows a customer question-and-answer application that the telecom company Orange created for Facebook. Once an answer received a set number of positive votes, the information was automatically pushed from Facebook into Salesforce, where an administrator could decide whether it should be included in the company's central knowledge base and accessible to all customer service channels.

The InstraNet code is working under the hood of the Service Cloud, handling content provisioning and workflow, Dayon said. "You can see all those engines in action blended into the technology," he said.

InstraNet's application was on-premises. Customers who wish to retain that deployment model will be supported as long as they like, but Salesforce is finding that many are starting to embrace the cloud model, Dayon said.

Service Cloud pricing starts at US$995 per month.


Follow Us

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags SaaScloud computingSalesforce.comsalesforce

Featured

Slideshows

The making of an MSSP: a blueprint for growth in NZ

The making of an MSSP: a blueprint for growth in NZ

Partners are actively building out security practices and services to match, yet remain challenged by a lack of guidance in the market. This exclusive Reseller News Roundtable - in association with Sophos - assessed the making of an MSSP, outlining the blueprint for growth and how partners can differentiate in New Zealand.

The making of an MSSP: a blueprint for growth in NZ
Reseller News Platinum Club celebrates leading partners in 2018

Reseller News Platinum Club celebrates leading partners in 2018

The leading players of the New Zealand channel came together to celebrate a year of achievement at the inaugural Reseller News Platinum Club lunch in Auckland. Following the Reseller News Innovation Awards, Platinum Club provides a platform to showcase the top performing partners and start-ups of the past 12 months, with more than ​​50 organisations in the spotlight.​​​

Reseller News Platinum Club celebrates leading partners in 2018
Meet the top performing HP partners in NZ

Meet the top performing HP partners in NZ

HP has honoured its leading partners in New Zealand during 2018, following 12 months of growth through the local channel. Unveiled during the fourth running of the ceremony in Auckland, the awards recognise and celebrate excellence, growth, consistency and engagement of standout Kiwi partners.

Meet the top performing HP partners in NZ
Show Comments