Case Closed Podcast

Episode 003 gets at the heart of business processes; automation. Service processes need as much or more automation than any other part of the business so this time we talk about workflow that goes beyond the Workflow Rules, Visual Flow, Process Builder, Escalation Rules, Routing Rules, and Auto Response Rules you know of today in Service Cloud. We talk about ManyWho; a product that can go beyond all those tools you’ve used before and put them in a single interface and automate anything from finding your caller easier to collaborative web forms that not only allow collaboration with customers, but collaboration with other parts of your company using co-editing and co-browsing. It’s like Google Docs for Salesforce records. To learn more about ManyWho, Jeff and Cheryl interview Steve Wood, the CEO at ManyWho; a Salesforce Ventures backed company. This episode is sponsored by NewVoiceMedia. Handle all channels of customer inquiries using one tool built fully on Salesforce with NewVoiceMedia. Visit http://newvoicemedia.com for a demo today Topics and Links

• Help Nana Gregg - Gregg Family Relief
• Informavores - 2006 website | CrunchBase
• Process has been key to Steve for years
• Making Process Flow a first class citizen
• ManyWho makes Salesforce a Business Process Management (BPM) platform
• Delivering workflow in the cloud makes ManyWho different from Pega and Appian
• YouTube channel for ManyWho
• YouTube demo of ManyWho - Simple Call Guides with ManyWho
• YouTube demo of ManyWho - BPM and Dynamic Case Management in Service Cloud
• YouTube demo of ManyWho - Using Twilio with ManyWho to Drive Calls
• Schema Builder - Came out under Steve’s watch at Salesforce with the great work of Shannon Hale
• Service Cloud process examples
  • Call guidance
  • Multi-step processes that aren’t always linear
  • Real time approval processes
  • Real time Chatter
  • Real time multi-user
• Salesforce Ventures
• Pega Can’t but Salesforce + ManyWho Can
• Google Docs vs WordPerfect
• ManyWho can work for a company with 2 users up to enterprise levels
• No governor limits with ManyWho
  • AWS allows them to elastically scale
• 1,500 processes being run all the time at Blue Cross Blue Shield
• Stick with Salesforce for your most complex processes without Apex using ManyWho
• Contact ManyWho for a demo
• First virtual hug delivered to a guest from Cheryl for all Steve has done

Jeff Grosse and Cheryl Feldman The Case Closed Podcast Follow Jeff @CRMFYI Follow Cheryl @CherFeldman Like us on Facebook https://www.facebook.com/caseclosedpodcast/ Subscribe to Podcast in iTunes

Episode 002 gets at the history of the Service Cloud. It’s not been around as long as Salesforce has as a company, but it’s not that much younger than the Sales Cloud. It’s seen many evolutions over time though; in name, features, and possibilities. Cheryl and Jeff explore the Service Cloud’s history and what makes it amazing today. Topics and Links

• Announcing “Customer Support Management” in March, 2001 - https://web.archive.org/web/20010331045305/http://www.salesforce.com/us/login.jsp
• Introducing “Supportforce” in January 2005 - https://web.archive.org/web/20050105004624/http://www.salesforce.com/products/whatsnew_winter05/index.jsp
• Introducing “Salesforce Service & Support 2.0” in December 2005 - https://web.archive.org/web/20051218125731/http://www.salesforce.com/products/customer-service.jsp
• Service Cloud licenses vs using Sales Cloud licenses
• Features of the Service Cloud licenses
• Customer 270o vs 360o
• Console features and experimenting
• Setting up a developer org - https://developer.salesforce.com/signup?d=70130000000td6N
• #showmeyourconsole on Pinterest
• Component Exchange on AppExchange - https://appexchange.salesforce.com/components
• Knowledge
• Business Cases for Service Cloud
• RemedyForce from BMC - http://www.bmc.com/it-solutions/remedyforce.html
• Inside Sales use cases for Service Cloud
• On Target - http://www.perfectpipeline.com/
• Internal company use cases for Service Cloud
• Great customer service experiences
  • Zabars - http://www.zabars.com/home
  • Workato - https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5iW1EAJ

Jeff Grosse and Cheryl Feldman The Case Closed Podcast Follow Jeff @CRMFYI Follow Cheryl @CherFeldman Like us on Facebook https://www.facebook.com/caseclosedpodcast/ Subscribe to Podcast in iTunes

Introducing The Case Closed Podcast

Meet Jeff Grosse and Cheryl Feldman, your hosts for the first podcast dedicated completely to the Salesforce Service Cloud and taking service and support experiences to the next level.

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