Salesforce Winter 18 Features – Lightning Service Cloud

Winter 18 is just a few short weeks away from being released and right behind that is Dreamforce. Between the two, we are going to be inundated with a slew of new features. To start with, the Winter 18 release notes are a massive 575+ pages of new features. In Part 1 of our write-up Read more about Salesforce Winter 18 Features – Lightning Service Cloud[…]

Salesforce Summer 17 Features – Service Cloud and Field Service Lightning

Summer 17 is just around the corner with a whopping 550 page release notes and we’re digging into all of the great new features that are coming. In Part 1, we covered all of the new Sales Cloud features including the Lightning and Einstein updates that are for Sales. In this part we will be Read more about Salesforce Summer 17 Features – Service Cloud and Field Service Lightning[…]

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[…]

Salesforce Spring 17 Features – Service Cloud & Field Service Lightning

Spring 17 will be here shortly and the release notes are officially out. As always, we’re diving in and writing about all of the terrific and interesting new features that are included in the over 450 pages of release notes. Last week we covered the Sales Cloud features. Spring 17 is a monster release for Read more about Salesforce Spring 17 Features – Service Cloud & Field Service Lightning[…]

Leveraging Salesforce LiveMessage to Add Messaging to your Service Channel Mix

What if I told you there was a new channel you could add to your Customer Service mix that potentially more than half of your customers prefer, has an incredible response rate and also is cheaper per interaction than a phone call? Messaging is that channel – and it’s one of the hottest new channels Read more about Leveraging Salesforce LiveMessage to Add Messaging to your Service Channel Mix[…]

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[…]

Automate your QA process with Salesforce Omni-Channel

Salesforce’s Omni-Channel feature is over a year old, but most customers don’t realize the full potential of what this feature offers. A lot of the focus is around the unification of Service Case creation from different channels. So, whether that Case is created by Email, Phone, Chat, SMS Text, Web, Social or even from IoT, Read more about Automate your QA process with Salesforce Omni-Channel[…]

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 Spring 16 Feature Write-up – Service Cloud

First, I hope everyone had a happy and safe New Year. Personally, I was very happy to see it was a quiet New Year’s and sort of hoping 2016 stays that way. Alright, in Part 1 of our Spring 16 write-up, I was on the verge of going to see the Force Awakens (it was Read more about Salesforce Spring 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 15 Feature Write-up – Part 2

It’s time for yet another salesforce release and the Summer 15 release notes are now available to review. In Part 1, we covered all of the new features around Sales Cloud, salesforce1 and the platform updates. In this part we are going to cover all of the Service Cloud enhancements and there are some big Read more about Salesforce Summer 15 Feature Write-up – Part 2[…]

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 Winter 15 New Features – Part 2

In Part 1, we discussed the new Winter 15 features for Sales, Salesforce1 and the Platform. For Part 2 we’re going to focus on Service Cloud. (As a reminder, Part 3 will be covering Chatter, Communities and Work.com). Let’s have at it. As always, no particular order: Email-to-Case – Really nice new feature in Email-to-Case. Read more about Salesforce Winter 15 New Features – Part 2[…]

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[…]

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