Case Closed Podcast

Episode 003 gets at the heart of business processes; automation. Service processes need as much or more automation than any other part of the business so this time we talk about workflow that goes beyond the Workflow Rules, Visual Flow, Process Builder, Escalation Rules, Routing Rules, and Auto Response Rules you know of today in Service Cloud. We talk about ManyWho; a product that can go beyond all those tools you’ve used before and put them in a single interface and automate anything from finding your caller easier to collaborative web forms that not only allow collaboration with customers, but collaboration with other parts of your company using co-editing and co-browsing. It’s like Google Docs for Salesforce records. To learn more about ManyWho, Jeff and Cheryl interview Steve Wood, the CEO at ManyWho; a Salesforce Ventures backed company.    This episode is sponsored by NewVoiceMedia. Handle all channels of customer inquiries using one tool built fully on Salesforce with NewVoiceMedia. Visit http://newvo

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.co

Introducing The Case Closed Podcast Meet Jeff Grosse and Cheryl Feldman, your hosts for the first podcast dedicated completely to the Salesforce Service Cloud and taking service and support experiences to the next level. Please share this podcast with others, leave us feedback, and join in the conversation.