*The Top 10 Critical Service Metrics You Need to Know
Tuesday, December 7, 2:15 p.m. - 3:15 p.m.
Thursday, December 9, 11:00 a.m. - 12:00 p.m.
*What is the Service Cloud?
Tuesday, December 7, 2:15 p.m. - 3:15 p.m.
The Service Cloud is the next generation of customer service, featuring everything from knowledge as a service to Twitter integration. Hear about the Service Cloud from the perspective of salesforce.com, Forrester and a customer (Plantronics).Chatter: The Ultimate Game-Changer for the Service & Support Industry
Tuesday, December 7, 3:45 p.m. - 4:45 p.m.
Got Chatter? Welcome to the new world of customer service! It's a world in which your agents collaborate across your company to close cases faster and solve the most complex customer issues in real time.How Salesforce.com Uses the Service Cloud
Tuesday, December 7, 5:15 p.m. - 6:15 p.m.
Get a behind-the-scenes look at salesforce.com's world-class global customer support organization.Living in the Cloud: Learn What's New with the Service Cloud
Tuesday, December 7, 5:15 p.m. - 6:15 p.m.
Things change quickly when you live in a cloudy world! We've had three releases in the last year that include the Visual Process Manager, the new Service Cloud console, Service Contracts, Entitlements, and Salesforce Chatter.
How Mobile Devices Are Changing Today's Field Service Organizations
Wednesday, December 8, 12:15 p.m. - 1:15 p.m.
Learn how smart companies today are using mobile access to Salesforce to dramatically increase the efficiency and case volume of their field service teams. You’ll see demos from successful Salesforce customers who traded in clipboards and paper forms for mobile devices.
*Why I Moved from Siebel to the Service Cloud
Wednesday, December 8, 3:15 p.m. - 4:15 p.m.
This is a panel discussion that covers why some former Siebel customers decided to move from their on-premises solution to salesforce.com's Service Cloud. Learn why they moved, how they did it, and what their results are.
*How to Drive Revenue from Your Contact Center
Thursday, December 9, 8:30 a.m. - 9:30 a.m.
Is your telesales organization leaving money on the table? Are your frontline support agents missing golden opportunities to cross-sell and up-sell your customers? Hear from Hilton and TransUnion.Roundtable with the Service Cloud Pros
Thursday, December 9, 9:45 a.m. - 10:45 a.m.
You've got questions? We've got answers. Come armed with your toughest inquiries for salesforce.com's in-house service and support experts. The Service Cloud Road Map: What's Next?
Thursday, December 9, 9:45 a.m. - 10:45 a.m.
What's next for the Service Cloud? We've got big things planned! Join us to hear our product management team outline what's planned for upcoming releases.
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