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

Case Closed Podcast

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