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Salesforce.com lets customers share customer service data

Barney Beal
Salesforce.com is allowing its subscribers to connect and share customer service information across the Salesforce.com platform so they can share sales information.

The new Salesforce-to-Salesforce with cases is part of Summer '09, the company's 29th update to its application. Similar to its Salesforce-to-Salesforce sales feature, companies can move customer service cases between systems in real time and alert the other business of the support issue. For example, Orange, the French telecommunications company, is testing the service as a way to pass cases to partners like Plantronics, a headset manufacturer, when a customer calls Orange with a Plantronics issue.

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"As soon as they change the status, Plantronics sees case in their case queue," said Al Falcione, senior director of product marketing.

The service requires both sides to be Salesforce.com customers. Salesforce.com currently has more than 6,800 Service Cloud customers.

Salesforce.com is also beefing up its visualization capabilities with Summer '09, which will go live to customers next month. It is releasing a workflow visualizer that allows administrators to show a company's processes in a graphical interface. For example administrators can build in a sales discounting workflow with the proper alerts and approvals. It uses the standard Business Process Modeling notation.

Two new charts are also available, a funnel chart for forecasting and a doughnut chart, Falcione said. Visualforce for Developers allows developers to use Salesforce.com's user interface development platform to build customized dashboards and help pages

Enhancements to the customer service application also include a way for customer service teams to Related Topics: SaaS CRM and CRM on demand vendors, VIEW ALL TOPICS


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