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Salesforce.com: KM-Based Customer Service in Service Cloud 2
Salesforce.com’s First Release of Capabilities to Support KM-Based Customer Service
December 23, 2009
By:
Mitchell Kramer
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Executive Summary:
Support for KM-based customer service in Salesforce.com applications is provided by capabilities in Service Cloud 2, Customer Portal, and Salesforce Knowledge. These are new capabilities that were delivered with the Winter ’10 release of Salesforce.com’s products in November 2009. Like all Salesforce.com products, they’re offered through subscription licenses for hosted multi-tenant deployment. We recommend that you begin to consider Salesforce.com’s KM-based customer service capabilities to address your requirements for KM-based customer service. With expected improvements to knowledge management, search, and analytic functionality planned in upcoming releases, they will soon have everything you need to help you deliver excellent customer service.
Read more.
About Mitchell Kramer.
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