service cloud console as a platform
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Service Cloud Console as a Platform
Service & Support Professionals
Michael Ramsey, salesforce.com
Derald Sue, InsideTrack
Cindy Durnal, Honeywell Aerospace
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Safe harbor statement under the Private Securities Litigation Reform Act of 1995: 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. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2011. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Agenda
Service Cloud Console Overview
Customer Presentations
Q&A
Michael Ramsey
Director Product Management,
Service Cloud
Next Gen User Interface
Manage Multiple Interactions
Right Context / Right Time
New Ability to Customize the
User Experience
3rd Party Application and
Data Integration
Robust Customer Interaction Platform
Recent Features & RoadmapAccelerating Innovation
Highlight Panels
Suggested Knowledge
Sub Tab Components
Integration Toolkit
Interaction Log
CTI 4.0
Primary Tab Components
Dynamic Lists & Detail Pages
Pinned List Views
Application Components
Winter’11 Winter’11
Winter’11 Spring’11
Winter’12 Summer’11
Winter’12Winter’12
Short Term Custom Logos
Configurable Hotkeys
Short Term
Mid Term Mid Term
Pinned List Views, Visual Force & Web Tabs
Access Lists while Viewing & Updating customer records
Left Sidebar or Header Orientation
Call Down Lists Web & Email
Case Queues
Dynamic Detail and List Views
Push Notifications to Increase Agent Productivity
Automatically Refresh Lists
Alert Agents to Record Level Changes
Visual Notification of Field Level Changes
Service Cloud Console Resources
API Documentation
Service Cloud Console Integration Toolkit
Blogs
Providing More Context For Your Agents
Not just Agent Console 2.0
Where's my Home Tab?
Zero Click Data with Custom Console Components
Derald SueChief Information Officer
We have a national graduation crisis
800,000 of the 2 million students who start a bachelor’s program each year
will never graduate
We need to focus on success and access
The US has done a good job of increasing access to college, butwithout an equal focus on college success, our efforts won’t achieve
their desired result.
• More than 350,000 students Coached
• 15% impact on retention and graduation
Home Office: San Francisco, CACoaching Centers: Portland, San Francisco
We’ve been driving student engagement and success for more than a decade
Solution overview
InsideTrack Catalyst Salesforce Platform
Drop detail
Retention rates
Rate of student satisfaction
Coached Control
0%
20%
40%
60%
80%
100%
Low Medium High
Commitment to
Graduation19%
Other15%
Unknown15%
Health and Support
8%Managing Commitment
s12%
School Community
4%
Finances27%
89.0% 90.1%88.5%
84.6% 85.1% 85.5%
Cohort A Cohort B Cohort C
• Detailed records of every student/coach interaction
• Structured capture of qualitative information
• Power analytics and reporting
Coaching Management Systems drive impact and deliver deep insights into the student experience
Visualforce & CTI Toolkit 3.0 Development
Incoming Call Pop to Contact Custom Visualforce Page
Q1 Q2 Q3 Q4
Phase I Phase II Phase III Phase IV
Theme #1 Theme #2 Theme #3 Theme #4
Summer ‘xx Winter ‘xx Spring ’xx
Phase I Phase II Phase II
Mini Sprint #1
Mini Sprint #2
Mini Sprint #3
Mini Sprint #4
Mini Sprint #5
Mini Sprint #6
Salesforce platform roadmap template
Migration
New/Expansion
Major Theme Release
Minor Release/Bug Bucket
Salesforce Release
Long and short term development process
Q1 Q2 Q3 Q4
Phase I Phase II Phase III Phase IV
Theme #1 Theme #2 Theme #3 Theme #4
Summer ‘xx Winter ‘xx Spring ’xx
Phase I Phase II Phase II
Mini Sprint #1
Mini Sprint #2
Mini Sprint #3
Mini Sprint #4
Mini Sprint #5
Mini Sprint #6
Migration
New/Expansion
Major Theme Release
Minor Release/Bug Bucket
Salesforce Release
Development takeaways
- Compatibility- JavaScript speed- Lack of expertise
- Highly customizable- UI benefits- Workflow alignment
• Find a good long term partner• Success developing against CTI 3.0 Toolkit in
Service Console• Enhanced task/activity logging (call data)• Optimized workflow
Cindy Durnal
Sr Manager,CRM
Honeywell at a Glance Honeywell Aerospace is a $11B global provider of integrated avionics, engines, systems
and service solutions for aircraft manufacturers, airlines, business and general aviation,
military, space and airport operations.
Our primary focus is to enhance customer value by making flight safer, more reliable and
more cost-effective through our unique capabilities in sophisticated avionics, flight safety
products and systems, propulsion engines, auxiliary power units and wheels and brakes and
our strong aftermarket service and support. We are committed to redefining customer-
supplier relationships across a broad array of core competencies, including power,
guidance, navigation, safety, communication and services - all through a spirit of
partnership.
Our aerospace products can be on virtually every type of aircraft in use, in nearly every
region of the world. In the air and on the ground, Honeywell systems and components reflect
cutting-edge technology incorporated from our product development efforts. These efforts
contribute to Honeywell's unequaled variety of products and services, which in turn lead to
greater customer satisfaction.
Current Business Volumes
2010
Initial Salesforce.com deployment in 2010 to 2,000 users
3 Distinct Releases
Deployed Sales cloud to Global AT&R and D&S sales organizations supporting multiple sales processes
Deployed Services cloud with Agent Console 2.0 (w/CTI integration to 300 call center agents and 300 back
office agents)
Email2Case – 55 inbound customer emails (50K cases/month)
Web2Case – Integrated with Aerospace Customer Portal
Support for Field Events, Service Requests, Request for Quote (RFQ), Contracts/Entitlements, Products, Fleet
Data, VOC and Solutions
Real-time NSS/NPS/VOC Surveys (ClickTools)
2011
Expanded user base by 20%, incorporated new lines of business
Customer Training application migration to Force.com platform– Leverage NetExam LMS App
Deployed Chatter across the platform
Real-Time Web Portal (API) Integration
Salesforce-to-Salesforce instance Integration
Deployed Robust Support Processes
Solution Overview
Improved productivity– Navigation, primary and sub tabs; all information is displayed
on the same screen
– Customer contact recognition and screen pops and ease of
case creation
– Single search feature at top of screen
Differentiated customer services due to increase
service level adherence– Proactive queue management with visibility to over 50K cases
per month
Increased ability to respond to customer requirements– Navigational ease and data availability
Case Study: Agent Console 2.0 call flow
Agents login to the softphone that
registers then with the PBX and AVAYA
applications
News calls are identified on the software with caller ID (incoming phone number) and call tree options selected
In this scenario, NO contact records matched which prompted the new contact screen to open
xxx-xxx-xxxx
Case Study: Agent Console 2.0 call flow
In this scenario, MULTIPLE contact records matched (see in softphone) and which prompted the search results screen to open and enable the agent to
select the correct customer contact
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
Xxxxx xxxxxxxx xxxxxxxxxx [email protected]
xxx-xxx-xxxx
xxxxxxxxxxxxxxxxxxxxxx
xxx-xxx-xxxx
xxxxxx xxxxxx
xxxxxxxxx
Case Study: Agent Console 2.0 call flow
Agent selects the contact record and very quickly begin addressing customer needs – edit contact info, open new or existing case, look at activity history…
xxxxxxxxx xxx-xxx-xxxx
xxxxxxxxxx
xxx-xxx-xxxx
xxx-xxx-xxxxxxxxxxxxx
xxxxxxxxx
xxx-xxx-xxxx
xxxxxxxxxx
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xxxxxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxxxxx-xxx-xxxx
xxxxxxxxxxxxxxxxxxxxxx
xxxxxx
xxxxx
xxx
xxx xxx xxx
Case Study: Agent Console 2.0 call flow
Utilize the tab functionality to quickly
and easily retrieve information from the
console
xxxxxxxxx
xxxxxxxxx
xxx
xxx
xxxxxxxxx xxxxxxxxxx xxxxxxxxx
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Demo
Cindy Durnal
Sr Manager CRM
Service Cloud Console Use
300 call center agents and 300
back office agents
Order Management and
Technical Operations
representatives
Cases, Solutions, Service
Requests, Skills, Feedback, My
Tasks
13K phone calls per month, 50K
Web2Case/Email2Case
Key Deployment Takeaways Rebuilt CTI integration between SDFC & AVAYA using Salesforce.com CTI adaptor API
Key Features utilized:
– Ability to open multiple tabs and traverse between each without having to open new
windows (i.e. Accounts, contacts, cases)
– Quick view on top of each record to show important information
– Customizable/collapsible interaction log on each record to create an activity
– Collapsible Soft Phone on bottom right to allow for more visibility of data on the
screen
– Search All functionality on top to allow for searching on all objects
Customizations that Honeywell added:
– New advanced console development toolkit
– Creation of My Task Visualforce page to provide agents visibility to their tasks on the
console
– Transfer with call/case context
– Issue with IE7 for console users – text skipping while typing; use of Firefox resolved
the issue
CTI 4.0
Computer Telephony Integration enables call management via a computer
CTI Overview
Customer inquiry over voice Agent receives call and call information
CTI Server. Provides call information , IVR, routing etc
salesforce.com CTI
The salesforce.com softphone
CTI Partners & Adapter Options
32 partners
100 different
adapters
80 different
platforms
MidmarketPlatforms
On DemandTelephony
EnterprisePlatforms
SystemIntegrators
Key Capabilities
Call Control from Softphone
Click-to-dial
Automatic Call Logging
Screen Pop any Object
Easy Call Center and
Softphone Setup
The All New CTI – 4.0
Use Any Browser (No Add-Ons or
Plug-Ins)
Based on Standard Web Technologies
Complete Source Code
Easy Deployment
More Innovation
More Stability
High Level Architecture
Telephony System
CTI Adapter (Partner DLL)
SalesforceCTI (EXE)
Browser
salesforce.com
Partner Agent Desktop
Toolkit (shared code between salesforce.com and partner)
Salesforce.com AJAX
Questions & Answers
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