Salesforce Features
Service and Support
Advanced Validation Rule Functions
Enhance Data Quality With the Power and Ease of Formulas
All Editions
- Validate important data formats like social security numbers and postal codes
- Use reference data in other objects as a basis for validation
In the quest to ensure the highest data quality, business rules can get quite complex. The Spring ’08 release includes advanced formula functions that administrators can use to create powerful validation rules without writing code.
List View Builder
Improved Interface for Creating and Modifying List Views
All Editions
- Create and modify list views quickly and easily
- Track who creates and modifies list views
Creating and auditing list views has never been easier. A streamlined user interface makes it faster and more intuitive for administrators to create, modify, and keep track of list views.
Outer Joins Reporting
Outer Join Reports With and Without Child Records
Developer, Professional, Enterprise, and Unlimited Editions
- Create Reports that include records with and without related child records
- Modify existing Custom Report Types to incorporate previously excluded records
With Comprehensive Record Reporting, administrators can define whether custom reports will return records for objects that have no related-list records. Now users gain complete related list visibility on reports. For example, users can now create prospecting status reports displaying a comprehensive list of accounts regardless of whether an account has any contacts or opportunities. Users can also run campaign effectiveness reports that display all campaigns, even if a particular campaign never reached any recipients.
Email-to-case workflow
Increased Agent Productivity with Fewer Clicks and More Automation
Enterprise and Unlimited Edition
- Update cases automatically from inbound email messages
- Automate common call center tasks
With Spring ’08, a case’s status can be updated automatically using email-triggered workflow. Agents will need fewer clicks to do their jobs, and your customers will benefit from faster service and more timely information about their cases. This new email-to-case workflow functionality will increase agent productivity, improve the accuracy of case information, and reduce case response times.
Self Registration
Greater Customer Autonomy
Included with Salesforce Customer Portal
- Improve the customer service experience and customer loyalty
- Increase customer self-service and autonomy
- Improve administrative productivity
The Salesforce Customer Portal allows you to create a fully branded and personalized customer self-service experience for your customers. With Winter ’08, you can enable your customers to self-register for access to the portal, increasing administrative productivity and improving customer loyalty by increasing self-service capabilities.
Multiple Portal Tab Sets
More Customization Options for Your Customer Portal
Included with Salesforce Customer Portal
- Create highly customized portals to drive customer loyalty
- Create portals for different user functions, providing precisely the information your customers need to see
For many of your customers, your customer portal is a critical means for interacting with your business. With the new multiple portal tab sets featured in Winter ’08, you can configure different portals for different user functions. For example, you may design different portals for support functions, order management functions, and training functions. For each use case and portal, you can now display different tabs and information to the same user, depending on role and function.
Case Escalation Monitor
Easy Management of Your Automated Escalations
Professional, Enterprise, and Unlimited Editions
- View a real-time log of pending escalations
- Delete escalations before they happen when appropriate
With Winter ‘08, administrators can easily monitor pending case escalations, giving better insight into escalations that are scheduled to occur, when they’re scheduled to happen, and what rule triggered them. This powerful new functionality gives administrators greater control over case escalations, as well as the enhanced ability to debug case escalation rules.
Customer Portal
Embrace Your Customers
In General Release with Summer ’07 – Enterprise and Unlimited Editions; Requires an Additional Fee
• Elevate the self-service experience with a fully customizable portal
• Share any data, any application, any Web service
• Empower your entire organization to engage with customers
Summer ’07 ushers in a new era of customer self-service with the general availability of the highly anticipated Salesforce Customer Portal (formerly known as AppSpace). Everyone in your company can truly collaborate with your customers in the secure, branded, online Customer Portal. In addition to resolving customer service and support inquiries, your customers can also use the portal to interact with other departments in your company, such as project management, billing, delivery/fulfillment, and more. With a fully customizable user interface and the ability to easily share data and applications with customers, the Customer Portal helps you deliver the stellar customer experience that you envision.
Rich-Content Solutions
Graphical Content for Your Knowledge Base
Professional, Enterprise, and Unlimited Editions
• Include pictures, diagrams, and other rich content in solutions
• Add graphics to solutions that are difficult to explain with text alone
• Increase customer satisfaction and resolve issues faster
The solutions knowledge base in Salesforce Service & Support is a valuable resource for agents—and customers—seeking to resolve issues. With Summer ’07, your solutions take on a whole new look and feel. Rich-content solutions take you beyond simple text by allowing you to create solutions in HTML. You can communicate even complex information much more clearly by including rich formatting, diagrams, and graphics, increasing customer success and satisfaction.
Assignment and Escalation Formulas
Faster, More Compact, More Powerful Rules
Professional, Enterprise, and Unlimited Editions
• Easily create sophisticated assignment, escalation, and auto-response rules
• Reduce the total number of required rules
With Summer ’07, you can more efficiently write case assignment and escalation scenarios. With new logic and formulas, you have the flexibility to easily create sophisticated rules. This expanded logic allows you to reduce the number of rules needed by an order of magnitude, greatly improving system performance and simplifying debugging.
