Improving Agent Productivity with Salesforce.com’s Service Console

While many organizations today focus on the ability to automate processes and capture key data related to servicing customers, it doesn’t always consider the medium in which this internal user experience will be delivered. Often times, organizations will take the “just make it work” approach, meaning manual cut and paste, updating information, double-entry, etc.…

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5 Best Practices for Your Service Cloud Implementation

Now that Dreamforce ’14 is officially over (and looking forward to Dreamforce ’15), we can begin to digest the copious amounts of new features, roadmaps, and best practices. One of the key themes prevalent throughout the week was the focus on providing a world-class customer experience through an efficient and engaging customer service function.…

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