Dreamforce 2014 trends: IT convergence in full force
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On the eve of Dreamforce 2014, Salesforce.com today launched its Sales Cloud1 and Service Cloud1, the mobile sales and customer service pillars of its CRM platform.
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With Sales Cloud1, the company aims to make mobile sales easier for reps on the road, with features including Notes and Tasks. With Notes, for example, reps can type during a customer appointment and link those notes with a customer record, rather than having to patch together memories of the conversation at the end of the day. It also provides the rep with a summary to wrap up the day's activities. With Tasks, reps can immediately turn notes into a to-do list with a single swipe within the app.
With Sales Path, a rep can open a customer account and see a visual depiction of the account's stage in the buying process, and the path can be configured to individual accounts. Sales Path thus prompts reps to demo a certain offering or potentially upsell with new offerings.
Other new features of Sales Cloud1 include a Google Now-like app, personalized for sales reps that displays top tasks, dashboards, meetings, pipeline and so on, as well as Events, which can update reps on meetings and events in Salesforce directly from mobile devices. Sales Cloud also incorporates location-based services to generate context, and location-based information about customers, including maps and other features in the mobile app. Sales Cloud also released a new version of Sales Data, which will now provide relevant third-party content from Thomson Reuters on sales reps’ top accounts, contacts and industries directly in Salesforce.
"Why can't our business apps be as simple and intuitive to use as consumer apps?" asked Mark Woolen, SVP of product marketing for Sales Cloud. "With this mobile opportunity, what can we borrow from in the consumer world?"
Service Cloud1 rolled out
SOS for Apps is similar to the Mayday button for the Amazon Fire Phone and provides in-context access to customer service with a live video connection to an agent, on-screen guided assistance and screen sharing.
The Agent Console is designed to give customer agents access to articles and other related material to help them resolve customer service issues or potentially upsell customers on related products.
Powered by Salesforce Community Cloud, the company's new self-service communities enable customers to access information, apps and experts to get their questions answered.
"It's all about mobile," said Sarah Patterson, VP of product marketing for Service Cloud. "Mobile is the gateway. It allows for smarter engagement, faster engagement and connected engagement."
Finally, Desk.com, the provider of Desk1, a customer service app for small and medium-sized businesses, introduced Desk Connect to sync data from support cases to Salesforce to create a single view of the customer.