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>> Marc: What can a next generation customer service and support system look like, and to bring that to you I've invited on stage Craig Swensor assumed spelling our Senior Vice President of product marketing to give us a demonstration of service inaudible. Come on out here Craig.
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>> Craig: All right, okay this is going to be fun today because we are going to show you a demo of Service Cloud Two and what it really is it's a new customer service offering that's been designed for cloud computing, and what that means is, as Marc was mentioning, is that we bring the traditional channels of customer service like the telephone and email together with these new cloud based channels of customer service like Google Search, online communities, and even social websites like Facebook and Twitter that we're going to show you today. So let us go to do that. Let's bring up the demonstration of Service Cloud Two right now and so today what we're going to do is show you an example of what's possible for a company like Dell who sells consumer and business products and of course this is what a service agency is when they log into the Service Cloud. If we zoom into the top of the screen, what you can see there is the service agent has access to all these channels right in the UI. So the phone, email, chat, and even Facebook and Twitter that we're going to show you in a second but first let's take the example of what would happen when somebody calls in to the call center at Dell. What would they see?
Phone ringing Well the systems is integrated to the inaudible so they get a screen pop and know immediately who they're speaking to. In this case, we can see that we are speaking to a woman named Carol White. Now also because this is one integrated inaudible application we have access to the products that Carol bought, the recent cases, the entire activity history, the sales calls, but of course what we do now is we listen on the telephone and we listen to Carol's question. Carol is asking today how do I upgrade the memory no my new Dell XPS laptop, and as you can imagine this is a really common question. Dell receives this probably thousands of times per day in their call center and so we create a new case right here on the screen and now previously solving this case meant you had to go into a different system often a software application to find the knowledge then try to piece it back together with the case, but with Service Cloud Two that's no longer the case because we have a knowledge base integrated right here. So all we do is in the service station is click this button on the screen that says search articles and we're brought right to the knowledge articles tab where we can search the knowledge base. In fact, the knowledge base starts to recommend knowledge. This makes the agent job real easy in fact you can see some of the analytic's right there on the bottom of the screen and of course on the left hand side of the screen we have filters so the agent can filter this list down and say oh just show me the laptops, just show me the consumer products, and when we thing we have the right answer we can actually drill into it and preview it before we disseminate it back to the customer. So there's a couple of things you are going to see here, every knowledge article can contain rich media, imagery, JPEGS, embedded HTML, even embedded video, and the other thing that you can see is you can customize service cloud to match your business and so in the case of Dell they structured these documents to include some product descriptions, some details, the step by step procedures, and in fact because they're a high tech company of course they have this compatibility issue to worry about, but now as the service agent when I've got the right answer all I have to do is with a click of the mouse attach this knowledge article back to the case and I can disseminate this back to the customer. Relaying it to them via a voice over the telephone or emailing it to them right here on the screen so they can print it out and follow the step-by-step guide. We're integrated into the workflow of the business process of any company, of your company, but what happens when another customer has the same question when they don't actually go to the call center, what if they go to Dells website and click on support and log in to the customer portal? What would they see? Well now with Service Cloud Two not only can they log into the portal, see these marketing campaigns, they can change their account, they can log trouble tickets, they can download brochures, they also get access to the knowledge base in the self-service manner. So they click on knowledge and they of course via self service can actually browse the knowledge base in the exact same way that the service agent had access to it they can now do it in a self service fashion. Now as Marc was saying, this is great, the telephone, the customer portal, but more and more today customers you all are going right here, you're going to Google because Google trained us that all we have to do is Google it and Google will guide us to the answer. So what happens today? Now when a customer goes to Google and just types in upgrade to memory on my XPS laptop well no longer is that knowledge locked behind the four walls of a company, it's not locked inside some data base, it's accessible on the public internet because Service Cloud Two is actually running on a cloud platform which means that any company, you company, in this case Dell can actually expose all inaudible of that knowledge base out to the public internet, it can be found by search engines like Google and Yahoo and people can be guided to your website to find the answer. Again a subset dot article or the entire knowledge base you can see it right here on the screen.
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==== Transcribed by Automatic Sync Technologies ====
