Salesforce launches Service Cloud

Salesforce launches Service Cloud

Salesforce has launched a new customer-service application dubbed the Service Cloud.

Salesforce has repurposed the customer-service software acquired through its August 2008 purchase of InstraNet into a new offering called the Service Cloud, the company announced Thursday.

The package seeks to combine traditional call-center features with aspects of search engine technology and social-networking sites like Facebook.

"Customers today are looking to the cloud for answers," said Alex Dayon, senior vice president of customer service and support at Salesforce.

Salesforce believes cloud-based customer service is "the next billion-dollar opportunity" for the company, Dayon added.

The company is basing the Service Cloud on a group of core elements: online customer communities; social networks; improving search engine results; sharing knowledge base information with partners; and making data from the cloud available to traditional e-mail, phone and chat-based customer service representatives. The software is organized via a central dashboard interface showing activity in the various channels.

A Salesforce demonstration shows a customer question-and-answer application that the telecom company Orange created for Facebook. Once an answer received a set number of positive votes, the information was automatically pushed from Facebook into Salesforce, where an administrator could decide whether it should be included in the company's central knowledge base and accessible to all customer service channels.

The InstraNet code is working under the hood of the Service Cloud, handling content provisioning and workflow, Dayon said. "You can see all those engines in action blended into the technology," he said.

InstraNet's application was on-premises. Customers who wish to retain that deployment model will be supported as long as they like, but Salesforce is finding that many are starting to embrace the cloud model, Dayon said.

Service Cloud pricing starts at US$995 per month.

Follow Us

Join the newsletter!


Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags cloud computingSalesforce.comsalesforce


ARN Innovation Awards 2022

Innovation Awards is the market-leading awards program for celebrating ecosystem innovation and excellence across the technology sector in Australia.

EDGE 2022

EDGE is the leading technology conference for business leaders in Australia and New Zealand, built on the foundations of collaboration, education and advancement.

Show Comments