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Salesforce Finally Delivers on Promise of KM and Goes Beyond

Hundreds of people waited outside in the rain outside the Novellus Theater in the Yerba Buena Arts Center

Dozens of people (hundreds?) waited outside in the rain outside the Novellus Theater in the Yerba Buena Arts Center just to hear Marc Benioff speak.

People waiting in the rain to watch Marc Benioff

People waiting in the rain to watch Marc Benioff

The Oracle folks gave out cool "Oracle CRM on Demand hats"

The Oracle folks gave out cool "Oracle CRM on Demand hats"

Was it going to be the same speech Marc always gives, the one that talks about how the best and brightest companies are using his platform? Was he going to talk again about the reliability and scalability of the Salesforce architecture? Well, yes, he did this but threw in his thoughts on the Service Cloud 2.

Service Cloud 2 departed from the standard philosophy of the multi-channel knowledge hub or the “customer interaction hub” and delved into the expanded area of a different kind of hub, one that you could consider to be a hub plus a platform or a hub built in the cloud.

Marc and Service Cloud 2

Marc and Service Cloud 2

Salesforce’s vision of the multi-channel customer interaction hub includes a customer portal, chat, email, contact center, knowledge, Facebook (and others), handhelds, discussion forums, Twitter, force.com and Google Search.

Attaching an Article to a case

Standard KB functionality such as attaching an article to a Case during an agent/customer interaction can now be achieved.

A rich solution in Service Cloud 2

A rich solution in Service Cloud 2; Solutions can contain images and video.

Service Cloud 2 Content can be spidered by Google

Service Cloud 2 Content can be spidered by Google.Service Cloud 2 solution content can be spidered by Google so solutions can be found from the Google search box.

Wikis, blogs, discussion forum content can be leveraged in the SC 2

Wikis, blogs, discussion forum content can be leveraged in the SC 2.Answers provided by "amateur" experts and company experts alike can be leveraged as solutions.

Interacting with and leveraging Twitter Content

Interacting with and leveraging Twitter Content in a bi-directional fashion.

And yes, of course, everything works in multiple languages!

And yes, of course, everything works in multiple languages!

Michael Dell and Marc Benioff

Michael Dell and Marc Benioff

Read the original blog entry...

More Stories By Charlie Isaacs

Charlie Isaacs is the former CTO of KANA Software, Inc. He is the owner of SOA Press and follows companies in the SOA space and beyond. He has been attending and reporting on industry trade shows since he attended his first Comdex in the early 80s.

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