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…
With the release of Omni-Channel and Presence, Salesforce has completely changed how Cases and Work can be distributed to your teams. There's no longer the need to just drop Cases into a Queue and hope the right team members grab them on time without cherry picking around the really hard…
Salesforce's Omni-Channel feature is over a year old, but most customers don't realize the full potential of what this feature offers. A lot of the focus is around the unification of Service Case creation from different channels. So, whether that Case is created by Email, Phone, Chat, SMS Text, Web,…
Welcome to the last part of our Winter 17 write-up. We've already covered all of the Sales Cloud & Lightning Experience, Service Cloud & Field Service Lightning, and Communities & Chatter upcoming changes in our previous posts. With all of the new products that Salesforce has, it's tough to do…
We're up to part 3 of 4 of our Winter 17 write-up. Our last post covered a a huge update for Service Cloud while our first part covered Sales Cloud and Lightning Experience. This part will focus on the Collaboration features coming out in Communities and Chatter. For both Communities…
Welcome to Part 2 of our Winter 17 write-up. Our first part focused on Sales Cloud, Force.com and the new Lightning Experience features for Sales Cloud. This part focuses entirely on Service Cloud. This is a massive release for Service Cloud and includes the beginning of the Service Cloud migration…
Hope everyone had a great summer. Can't believe this is already Labor Day. I feel like I just wrote about all of the Summer 16 features to kick-off the summer, and here I am again. We need another month of summer. Well, the one positive of summer wrapping up is…
In our first 3 posts, we covered a lot of the new features in the core CRM of salesforce - Sales Cloud, Service Cloud and then Communities & Collaboration. In Part 4 we're going to do something a little different and cover the new Wave Analytics improvements. With Summer 16…
"The Pool Guy" is a classic Seinfeld episode where due to yet another crazy and highly unlikely series of events, the gang finds themselves in a ridiculous situation. In this episode, Kramer gets a new phone number which is one digit off of the Movie Phone service's phone number. So,…