Salesforce Summer 16

Salesforce Summer 16 Feature Write-up – Service Cloud

The Summer 16 release notes are out and we’re now on part 2 of our part 4 write-up of salesforce’s 50th release. In part 1 we covered all of the Lightning Experience, Sales Cloud, salesforce1 and platform changes. In this part we’re going to cover all of the Service Cloud features. Let’s get right at Read more about Salesforce Summer 16 Feature Write-up – Service Cloud[…]

Salesforce Winter 16 Feature Write-up – Service Cloud

Winter 16 is nearly upon us and Dreamforce is now behind us (although, I’m sure some are still recovering). In Part 1 of our Winter 16 write-up we went into a deep dive of Lightning Experience – the new user interface that is a lot more than just a new look and feel. In this Read more about Salesforce Winter 16 Feature Write-up – Service Cloud[…]

Salesforce Summer 14 New Features – Part 3

In Part I we covered the new features in Summer 14 for Sales, Salesforce1 and the platform. For Part 2, we covered all of the collaboration features – Chatter, Communities and Work.com enhancements. Now, for Part 3, we’re going to be covering Service Cloud – all of the features supporting it like Case Management, Service Read more about Salesforce Summer 14 New Features – Part 3[…]

Salesforce Spring 14 New Features – Part 2

The Salesforce Spring ’14 release notes are out, and clocking in at 323 pages, it’s another big list of features to digest. In case you haven’t seen the announcements, the release itself has been pushed back about a month, and the new release dates are here. Being too big for one post, we split this Read more about Salesforce Spring 14 New Features – Part 2[…]

Improving Customer Service with Chat using Live Agent

Across the Customer Service industry web chat is becoming an even more popular channel to engage with your customers (and prospects). According to Forrester’s Top 15 trends for Customer Service in 2013, there was a 24% rise in usage of chat as a support channel over the past 3 year (second only to community usage Read more about Improving Customer Service with Chat using Live Agent[…]

Salesforce Winter 14 Features – Part II

The Salesforce Winter ’14 release notes are out, and it’s another big one. In the first part, we covered the Sales, Chatter & Platform updates. In this part, we’ll cover Service and Communities as well as a few features that tie in nicely with them. As always, in no particular order here are some of Read more about Salesforce Winter 14 Features – Part II[…]

Salesforce Summer 13 Features – Part II

In Part I, we discussed how the Salesforce Summer ’13 release notes are out and that this was a big enough release (258 pages in all!) that we needed two posts to cover it. In Part 1, we covered the overall platform and Sales Cloud enhancements. For this part, we’re going to cover the enhancements Read more about Salesforce Summer 13 Features – Part II[…]

Salesforce Summer 12 Release Features

It’s that time of year again. Salesforce Summer 12 is around the corner and the release notes are out. No single major enhancement this release, but rather a slew of small to mid-size ones, which is actually how I prefer it. There’s a ton in this release, so I won’t go over everything, but here Read more about Salesforce Summer 12 Release Features[…]

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