Knowledge Management Is Strong; Analytics Are Weak
We’ve just done an in-depth evaluation of the customer service capabilities in Salesforce Winter ’13, the latest release of the CRM suite from Salesforce.com. These capabilities include account management, case management, knowledge management, process management, internal communities, and social network management. They comprise the broadest and deepest customer service offering that we’ve seen from any single supplier.
Service Cloud is the Salesforce CRM application that provides the case management capabilities and serves as the anchor. A collection of tightly integrated, but variously packaged and priced features and additional applications provide the rest of the customer service functionality. All of the apps and features run on the Salesforce CRM platform, which provides a very large set of common, shared services, data, and tools.