Traditionally, contact center technologies have been removed from the experts and knowledge found in the cloud.
Traditionally, contact center technologies have been removed from the experts and knowledge found in the cloud. Yet already 50 percent of all service conversations are taking place in the cloud. The Service Cloud unites these two disconnected, yet vitally important, worlds to establish the new model for customer service. Capturing and funneling information from inside the enterprise and in the cloud into the knowledge base is at the heart of the Service Cloud. The Service Cloud is made up of seven main components around the knowledge base to gather, distill and disseminate the expert knowledge found in the cloud to customers, agents and partners: â€¢ Community: Developing an online customer community is an integral part of the Service Cloud. The Service Cloud represents a fundamental shift in how companies approach their online presence - its not just a place to post information, but a community where customers can interact... See More