Service: Turn Posts Into Cases, Manage Support Expectations
Spring ’15 includes ways to quickly turn emails and social media posts into cases. You
can also track the support contracts your customers have and the products they own, offer more
Knowledge articles, and help your agents out with a new Console tab.
Case Feed Case Feed gives support agents a more streamlined way of creating, managing, and viewing cases. It includes publishers, which let agents create case notes, log calls, change the status of cases, and communicate with customers in a Chatter-like feed.
Use Macros in Case Feed to Work More Efficiently
Support agents who use Case Feed now can run macros to automatically complete repetitive tasks—such as selecting an email template, sending an email to a customer, and updating the case status—all in a single click. Macros save time and add consistency to support agents’ work.
Entitlement Management lets you and your support agents verify and fulfill customers’ support contracts.
Assets Object Redesigned as a Standard Object
The Assets object tracks products that your customers own. Assets can include your company’s products and competitors’ products. The Assets object has been enhanced in Spring ‘15 to give your users a more robust way to manage assets.
Knowledge Salesforce Knowledge is your Knowledge Centered Support certified knowledge base.
Salesforce CTI Toolkit
The Salesforce CTI Toolkit helps partners build adapter programs that call center users install on their machines to integrate Salesforce with computer-telephony integration systems.
Open CTI Open CTI helps partners integrate Salesforce with Computer-Telephony Integration (CTI) systems without installing adapter programs on call center users’ machines.
Salesforce Console for Service
The Salesforce Console for Service is an app that’s designed for users in fast-paced environments who need to find, update, and create records quickly to support their customers.
Chatter Questions, Chatter Answers, and Ideas provide customers with a self-service community where they can post questions and receive answers from other customers or support agents, as well as post, vote for, and comment on innovative ideas. With Question-to-Case, moderators can escalate questions in Chatter to cases, making it easier to track and resolve your customers’ issues.
Social Customer Service
Social Customer Service is the next-generation integration between Radian6 and the Salesforce Service Cloud. Customer service agents can engage with their customers by responding to cases created from leading social networks like Twitter and Facebook. Salesforce Adminstrators can customize how the inbound social content is processed using an Apex class and they can configure who in their organization has permission to respond by using social accounts.
Looking for a way to give your users access to Salesforce during maintenance and planned upgrades? Organization Sync lets you set up a secondary, synced Salesforce organization where users can work when your primary organization is unavailable.