Salesforce.com today announced Service Cloud 2, a new version of its Service Cloud product for customer service. Service Cloud 2 includes three new modules: Salesforce Knowledge, a knowledge base for cloud computing; Salesforce Answers, a service for creating user discussion forums for crowd-sourced knowledge; and Salesforce for Twitter, which allows companies to monitor and join customer-service conversations on Twitter. With the new modules, Service Cloud 2 allows customer-service agents to combine their knowledge and information with user conversations happening throughout the cloud.
Salesforce Knowledge will be priced at $50 per agent, per month for salesforce.com customers and is currently scheduled to be available in the fourth quarter of fiscal year 2010. Salesforce Answers is currently in pilot and is currently scheduled to be available in the first quarter of fiscal year 2011. Salesforce for Twitter is available today at no additional charge on the Force.com AppExchange for Professional, Enterprise and Unlimited Edition customers.
“With Service Cloud 2, salesforce.com is doing for customer service what we did for sales: proving that the cloud is a better way. The customer service market is being held back by traditional technology. With two-thirds of customer service interactions moving to the cloud and the popularity of social networks, it is high time for a change. I am excited by the momentum we are seeing in the customer service market and believe it is the next billion-dollar opportunity for salesforce.com,” said Marc Benioff, chairman and CEO of salesforce.com.
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