Salesforce’s customer service in Service Cloud

Salesforce announced its Service Cloud update yesterday, in a bid to enable non-technical administrators to build a customer service organisation with connected services in less than a day.

The CRM platform has built its app builder, Service Cloud, on top of its lightning development platform, designed to drop and drag components from third parties.

Allowing users to add components like Twitter, Email or Facebook with a “few clicks”, Salesforce has been placed into the Service Cloud app building interface.

According to Tech Crunch, there will be 75 integration components available in the Salesforce AppExchange at launch, including:

  • Healthwise, which allows a consultant to connect a patient to relevant health education materials
  • MapAnything live, which lets reps follow service vehicles and deliveries on map in real time
  • Dialpad, which gives reps the chance to call from inside the customer record

Keith Pearce, VP of Marketing for Service Cloud at Salesforce, said: “The new approach has been designed to allow administrators to add these functions without coding or help from IT. If a component isn’t available, it could take more than a day, and perhaps some IT helps build more customised components.”

Pearce also noted that younger employees don’t want to be using their parents’ customer service platform. Instead, they want a clean modern experience.

Written by Leah Alger

Read more from DevOps Online | Follow us on Twitter