Audit your Service Cloud for PII / PID with GearsDataMask 2.0

In our introduction to GearsDataMask, we spoke about how inadvertent PII / PID is a real problem for Service organizations. You can have processes in place for your agents to ensure that credit card numbers and social security numbers are stored in a secure way – if at all – but you can’t prevent customers Read more about Audit your Service Cloud for PII / PID with GearsDataMask 2.0[…]

Customer Service in Manufacturing: Order Management Support

Welcome to part 1 of what will be an ongoing blog series covering different aspects of how manufacturers can leverage Salesforce to provide better customer service for their customers. Customer service in manufacturing is a pretty broad subject – on top of that, manufacturing as a whole is a pretty broad industry. When an industry Read more about Customer Service in Manufacturing: Order Management Support[…]

Protect Your Salesforce from Inadvertent Personal Identifiable Information (PII / PID)

You’re a Salesforce Service Cloud customer with your agents leveraging Salesforce to service each of your available channels. You’ve trained your agents never to put credit card or social security numbers directly into your Salesforce and you’re feeling pretty good about your internal PII policies to avoid being fined or exposing sensitive personal information about Read more about Protect Your Salesforce from Inadvertent Personal Identifiable Information (PII / PID)[…]

Top 5 Reasons to Move off of Oracle Service Cloud (RightNow) Webinar

We are very excited to join Salesforce on a webinar to discuss what we’ve found from former RightNow customers that have made the switch over to Salesforce Service Cloud. We’ll be discussing our blog post on the Top 5 Reasons Service Organizations Make the Switch from Oracle Service Cloud to Salesforce Service Cloud. Please join Read more about Top 5 Reasons to Move off of Oracle Service Cloud (RightNow) Webinar[…]

Top 5 Reasons Service Organizations Make the Switch from Oracle Service Cloud (RightNow) to Salesforce Service Cloud

At GearsCRM, we officially launched our Service Cloud Practice almost five years ago. The timing was ironic because it was a month before Oracle announced their acquisition of RightNow. At the time, RightNow was a stand-alone software company and they were a leader in the B2C Customer Service space. Salesforce had already dominated the Sales Read more about Top 5 Reasons Service Organizations Make the Switch from Oracle Service Cloud (RightNow) to Salesforce Service Cloud[…]

Messaging as a Customer Service Channel with Salesforce LiveMessage – Webinar

Featuring the VP of Messaging, Salesforce Service Cloud (Former CEO of Heywire), Meredith Flynn-Ripley Messaging has quickly become one of the hottest new channels for Customer Service. With the explosion of smart phones and texting in general, your customers are looking to get answers using Messaging – a channel they are already using on a Read more about Messaging as a Customer Service Channel with Salesforce LiveMessage – Webinar[…]

Salesforce Winter 17 Features – Service Cloud

Welcome to Part 2 of our Winter 17 write-up. Our first part focused on Sales Cloud, Force.com and the new Lightning Experience features for Sales Cloud. This part focuses entirely on Service Cloud. This is a massive release for Service Cloud and includes the beginning of the Service Cloud migration to Lightning Experience. At the Read more about Salesforce Winter 17 Features – Service Cloud[…]

Salesforce Summer 16

Salesforce Summer 16 Feature Write-up – Wave Analytics

In our first 3 posts, we covered a lot of the new features in the core CRM of salesforce – Sales Cloud, Service Cloud and then Communities & Collaboration. In Part 4 we’re going to do something a little different and cover the new Wave Analytics improvements. With Summer 16 we get a bunch of Read more about Salesforce Summer 16 Feature Write-up – Wave Analytics[…]

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[…]

New Lightning Salesforce Editions

Yesterday at a special broadcast for the FY17 kickoff, salesforce made a bunch of announcements about new products coming, but also announced upcoming changes to their license editions. Some interesting changes here that will impact both future customers as well as all of the existing customers. Basically, on 5/1/16, existing customers will have their instance Read more about New Lightning Salesforce Editions[…]

Salesforce Spring 15 is coming

Salesforce Spring 15 New Features – Part 2

As the first big storm of the year is hitting a lot of the north, Spring 15 is coming around the corner. This is part two of a three part write-up and is focused on the Service Cloud features for Spring 15. The parts of the full write-up are broken out as follows: Part 1 Read more about Salesforce Spring 15 New Features – Part 2[…]

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[…]

Introducing Salesforce Communities – Lunch & Learn

Summer 13 is officially live and one of the core new features is Salesforce Communities. Salesforce Communities will end the era of the legacy portal software and will be a key component in connecting your customers, partners and products directly to your business processes. It’s an exciting new feature and Gears will be hosting a Read more about Introducing Salesforce Communities – Lunch & Learn[…]

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