Service and Support Blog - News

• The Magic of the Gartner CSS Magic Quadrant Highlights Dreamforce

  Marco Casalaina Nov 17, 2008

  Once again, Dreamforce was the highlight event of the season for Cloud computing and customer service and support, with over 34 speakers presenting their success in delivering game-changing solutions for customer service and support using salesforce.com.  One of the most exciting events was the presence of Michael Maoz, Gartner analyst, and thought leader, whose vision and insight into the challenges and trends in customer service drew a standing room only crowd to the kick-off of the Customer Service and Support track.

  Read more about Michael’s experience at Dreamforce, as well as his ongoing dialog about the how to respond to the challenges you face every day at his blog: Dreamforce demonstrates salesforce.com innovation in cloud computing.

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• And the winner is...

  Ainsley Tai Apr 18, 2007

  Gartner released their Magic Quadrant for Customer Service Contact Centers, and guess who got positioned as a visionary? That's right... salesforce.com. To read the complimentary report, click here.

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• Manage your service level compliance with the Service Entitlements app

  Brad Harrington, Product Manager, salesforce.com Jul 26, 2006

  Last week we released Service Entitlements, a new AppExchange app that enables support teams to easily determine the level of service each customer should receive.  It also helps you analyze and improve service quality and compliance. 

  We've already heard some great feedback from early customers, take a test drive from the AppExchange listing and let us know what you think.  We would love to hear your feedback!

  Here's a list of the primary functionality:

  • Quickly verify a customer's service entitlement from the Contact or Case pages.
  • Create service contracts for your customers and track the level of service they should receive based on Account, Contact, Asset, Case Type, or Customer Value. 
  • Designate which contacts are authorized callers to receive support
  • Specify the first response and resolution times which your customers are entitled to.  The system will automatically calculate these dues dates on the case and can account for your hours of operation.
  • Create reports and dashboards to track compliance of your service level commitments.
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