dreamforce to you madrid: service cloud
TRANSCRIPT
Salesforce for ServiceWelcome to Conversational Service
+34 687 055 544
Fernando GallegoService Cloud Leader Iberia
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This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
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Forward-Looking Statements
You are Reaching New Heights of Customer Success
16.2M Calls Answered
per Day 50.9M Article Views
per Day
87M Community
Members
1.4B Live Agent
Requests per Day
You are Reaching New Heights of Customer Success
+29% Customer
Satisfaction
Together, We’re Innovating for Your Service Needs
Work Order Knowledge Attachment
Field Service Lightning (GA)
Milestones on Work Orders
Easy Work Order Hierarchy Navigation
Launch Pad Templates
Responsive List Hovers
Lightning Sidebar Components
New Console Integration Toolkit Methods
Social Object Easy Setup
Social Publisher Easy Setup
Instagram #hashtag Listening
Twitter Direct Message Invitations
Active Time on Work Tracker
Increased Omni-Channel Work Limits
Open CTI in Lightning Experience
Field Service Resources
Field Service Appointments
Field Service Territories
Field Service Skills
Operating Hours
Field Service Lightning Reports
Geocoding Data in FSL
Instagram Support GA
Social Posts & Personas in Lightning
Case Feed Social Actions in Lightning
Favorite to Like Update
Facebook Without Original Post
REST API for Data Categories & Articles
Lightning Assets
Lightning Case Feed
Lightning Work Orders
Hierarchical Assets
Knowledge Validation Rules
Article Type Page Layouts
Expanded Knowledge License Access
Open Tab Performance Improvement
Tab Hovers
Tab Closing Controls
Improved Lightning Experience Email Viewing
Lightning Email Template Use
Lightning Email Template Creation
REST API Case Creation
WinterSummerSpringWork Order Knowledge Attachment
Field Service Lightning (GA)
Milestones on Work Orders
Easy Work Order Hierarchy Navigation
Launch Pad Templates
Responsive List Hovers
Lightning Sidebar Components
New Console Integration Toolkit Methods
Social Object Easy Setup
Social Publisher Easy Setup
Instagram #hashtag Listening
Twitter Direct Message Invitations
Active Time on Work Tracker
Increased Omni-Channel Work Limits
Open CTI in Lightning Experience
Field Service Resources
Field Service Appointments
Field Service Territories
Field Service Skills
Operating Hours
Field Service Lightning Reports
Geocoding Data in FSL
Instagram Support GA
Social Posts & Personas in Lightning
Case Feed Social Actions in Lightning
Favorite to Like Update
Facebook Without Original Post
REST API for Data Categories & Articles
Lightning Assets
Lightning Case Feed
Lightning Work Orders
Hierarchical Assets
Knowledge Validation Rules
Article Type Page Layouts
Expanded Knowledge License Access
Open Tab Performance Improvement
Tab Hovers
Tab Closing Controls
Improved Lightning Experience Email Viewing
Lightning Email Template Use
Lightning Email Template Creation
REST API Case Creation
WinterSummerSpring
Together, We’re Innovating for Your Service Needs
Your Customers Redefine Service Every Day
Apps Messaging Email Social
LinkedInBlogger
Google+
FacebookTwitter
Phone *2016 Facebook F8 Developers Conference
Skype
Line
My internet is down
Oh no! Would you like someone to come on site?
Viber
SnapChat
This week is wide open.
Great — I need to see someone today.
Messenger
Allo
SMS
Slack
SMS
80messages/day*billion
Low Touch Conversations
No Touch Conversations
High Touch Conversations
Service Communication is Now Conversational
Field Service
Web & Mobile Snap-in Service
Omni-channel Routing
Social Customer Service
Customer Communities
Connected Products
Service Journeys
Service Analytics
Cross-sell & Up-sell LiveMessage via Bot
LiveMessage
Agent Console
E-commerce
Salesforce for ServiceThe world’s #1 customer service platform
Personalize service with conversations LiveMessage, Lightning Console, Lightning Snap-Ins
Deliver smarter service with intelligence Einstein for Service, Wave, and Communities
Connect service for all mobile employees Field Service Lightning, IoT Cloud
Welcome to
Conversational Service Field ServiceIntelligent Service
+31% Faster Case Resolution
Be a Customer Trailblazer for Service
+28% Agent Productivity
+30% Cost Savings
Salesforce VOC Research 2016
SMS Line
LiveAgents
Intelligent Bots
MessengerWeChat
Salesforce LiveMessageSeamlessly engage in conversations with your customers on any messaging app
Introducing
Trail blazer
agent productivity
+28%
Omni-channel routing & supervisor Instantly route cases to the right agent and make adjustments in real time with a full operational view
Productivity tools Work faster with macros, recommended knowledge, and a 360º customer view across any channel
Powered by Einstein Use intelligence to predict customer needs and recommend solutions
Empower every agent & manager to be their best
Service Cloud Lightning Console
NEW
NEW
Jennifer Hall Chief Customer Care Officer
increase in tNPS
+20
Give customers instant access to help Make it easy for customers to get help with In-App Chat, Knowledge, Cases, or Tap to Call
Answer questions faster with context Provide the best answer the first time based on where the customer is within your app or website
Personalize conversations with SOS video support Deliver one-of-a-kind service with 1- or 2-way video, screen share, and on-screen agent annotation
Easily embed conversational service into every mobile or web app
Service Cloud Lightning Snap-Ins
customers be more successful, on every channel
Help
Case Data CTI Data WFM Data Sales Data IoT Data Any Data
Intelligence Makes Customer Service Easy
with natural language processing & machine learning
Learn
real-time data signals
Capture
Empower Agents with an Intelligent Service Console
Automate case classification Automatically triage cases and resolve issues faster
Predict close time Predict case resolution time and empower your team to intelligently escalate and prioritize work
Recommend responses Recommend knowledge and actions to quickly resolve customer issues and increase agent productivity
Help agents be their best
Recommend articles & answers Suggest the most helpful content, experts, and resources
Automate community case escalation Ensure every customer question gets answered
Roll out communities fast Deploy a smart self-service community in days with Salesforce Lightning Bolt
customer retention+26%
Recommended Articles
Help customers have the best experience
Empower Customers with Community Cloud Einstein
NEW
Retail Associates Home Health Nurses Field TechniciansFinancial Advisors
Connect Every Mobile Worker to the Conversation
reduction in scheduling time
+60%
Intelligent scheduling & dispatch Automate and optimize scheduling based on skills, availability, and location
Manage & enhance productivity Update work orders and track job status on site or in the contact center
Dedicated mobile app Empower mobile employees with offline capabilities, instant updates, and knowledge on-the-go
Built mobile-first and offline-first to connect your entire workforce
Field Service Lightning
NEW
events per customer
Chris Hansen Senior Director, IT
14B
Process IoT data at scale Ingest billions of events in real time
Identify critical events in real time Find signals amongst large volumes of data to predict and preempt issues
Solve issues proactively Intelligently route cases to the contact center and leverage CRM to quickly resolve issues
Deliver proactive service with connected products
IoT Cloud for Service
Continuing Leadership in Customer Engagement
Magic Quadrant for CRM Customer Engagement Center
May 4, 2016; Analyst(s): Michael Maoz, Brian Manusama
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce.Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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8 YEARS IN A ROW NAMED A LEADER
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