By Mitch Kramer
We’ve just completed our evaluation of Salesforce Service Cloud Winter ‘15, which provides case management and contact center support, and its collection of tightly integrated but variously packaged and priced features and add-on products for knowledge management, chat, social customer service, and communities. The full 60-page report is available to our Customers.com Technologies Service members. But here’s an important highlight of interest to all of you:
Salesforce Communities is one of the new capabilities in Winter ’15. It packages an attractive set of facilities that let customers perform a wide range of collaboration and self-service activities and tasks. However, none of these facilities use new technology; all of them have been existing features of Salesforce applications. What’s new and what’s innovative is their use as the platform for customer self-service. With Communities, Salesforce.com has extended the customer service provider-centric, web content-intensive self-service of portals with social and collaborative self-service that lets customers (and customer service agents) answer and solve customers’ questions and problems. Here’s what we mean.