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Complete reporting in your service team when using Salesforce

As a team leader of the service team it is important to get complete reporting.  Reporting must cover all channels, those that may get managed in Salesforce and those that are not managed in Salesforce, ie incoming and outgoing phone calls.

Salesforce Winter 17 release - Service Cloud enhancements
As more companies implement Salesforce Service Cloud, also more companies want to implement an omnichannel support strategy, or they want to make Computer Telephony Integration (CTI) to ensure that their customer service agents may do their job effeciently. Also in Winter 17 release, Salesforce makes some significant updates in this area.
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