You're a Salesforce Service Cloud customer with your agents leveraging Salesforce to service each of your available channels. You've trained your agents never to put credit card or social security numbers directly into your Salesforce and you're feeling pretty good about your internal PII policies to avoid being fined or…
Hope everyone is having a great Memorial Day weekend. Right after Memorial Day, Summer 17 begins to hit in early June. It's a huge release with a crazy 550 page release notes. As always, we're writing about all of the great features and covered Sales Cloud in Part 1 and…
Summer 17 is just around the corner with a whopping 550 page release notes and we're digging into all of the great new features that are coming. In Part 1, we covered all of the new Sales Cloud features including the Lightning and Einstein updates that are for Sales. In…
Summer is almost here with Memorial Day right around the corner and just on time is the new Summer 17 release. Summer 17 will be hitting your instance in early June, and as always we're digging into the release notes discussing all the cool and exciting features. Summer 17 is…
As we discussed in our recent blog "6 Reasons Sales Cloud Users Need to Switch to Lightning Experience", we recently did a webinar to demonstrate all of those Lightning only features. Here are the topics we covered in the webinar: Customizable Homepages Customizable Page Layouts Lead and Opportunity Management Activity…
When most people think of Lightning Experience they think mostly about how it's a new look and feel for Salesforce and that's about it. Lightning Experience is much more than that. The past few Salesforce releases have been packed with features aimed at helping sales users to work smarter, faster…
The past few Salesforce releases have been packed with features aimed at helping sales users to work smarter, faster and be more productive – but these features are exclusive to Lightning Experience (LEX). If you’ve been considering migrating to LEX, now is the perfect time to take advantage of the…
Today, customers are demanding more personalized, efficient experiences when it comes to brand service and support. With new channels such as social media and messaging apps used to communicate with friends and family, your customers are coming to expect similar communication channels to get in touch with your business. Don’t…
Spring 17 will be here shortly and the release notes are officially out. This is our final part for our write-up on Spring 17. In our last part we covered all of the Service Cloud features and we started with Sales Cloud in Part 1. In this part we'll be…
We are very excited to join Salesforce on a webinar to discuss what we've found from former RightNow customers that have made the switch over to Salesforce Service Cloud. We'll be discussing our blog post on the Top 5 Reasons Service Organizations Make the Switch from Oracle Service Cloud to…
At GearsCRM, we officially launched our Service Cloud Practice almost five years ago. The timing was ironic because it was a month before Oracle announced their acquisition of RightNow. At the time, RightNow was a stand-alone software company and they were a leader in the B2C Customer Service space. Salesforce…
It's hard to believe it's been nearly four years since we rolled out our first version of BREeze. Early on when we first launched BREeze the vision was mostly around expanding the standard assignment rules, but instead of being restrained to just being able to assign Owners on Leads and…
Spring 17 will be here shortly and the release notes are officially out. As always, we're diving in and writing about all of the terrific and interesting new features that are included in the over 450 pages of release notes. Last week we covered the Sales Cloud features. Spring 17…
Happy New Year everyone! Hope your New Year celebrations were fun and safe and that you're up for a terrific 2017. Salesforce is kicking off 2017 with their Spring 17 release and the release notes are officially out. It's another big one - with 452 pages of features - Lightning…
What if I told you there was a new channel you could add to your Customer Service mix that potentially more than half of your customers prefer, has an incredible response rate and also is cheaper per interaction than a phone call? Messaging is that channel - and it's one…
Featuring the VP of Messaging, Salesforce Service Cloud (Former CEO of Heywire), Meredith Flynn-Ripley Messaging has quickly become one of the hottest new channels for Customer Service. With the explosion of smart phones and texting in general, your customers are looking to get answers using Messaging – a channel they…