Salesforce.com Puts Twitter in Its Service Cloud
Salesforce.com is adding messaging network Twitter to its Service Cloud, a SAAS solution that groups Google search, Facebook connections and online communities into a cloud-based customer service channel. With Twitter in place, SMBs and enterprises can monitor the adoption and discussion of their newest products.Salesforce.com announced March 23 that it is adding Twitter to the Salesforce.com Service Cloud, a software-as-a-service solution begun in January that groups Google search, Facebook connections, online communities and discussion forums into a cloud-based customer service channel. For the user, this means that the Service Cloud dashboard now offers a Twitter tab, which leads to a screen with a search bar under the title "Search Twitter for Service Issues." By typing a product name into the search bar, such as "x84 headset," the user can see whatever public conversations are occurring in real time via Twitter about the product.
Once the data from Twitter has been sucked into the Service Cloud, the user has additional options. A "monitor" tab allows an individual Twitter conversation thread to be followed within the Salesforce.com interface. The user can "tweet" the original conversation starter (send it as an instant message), post a message within the community or drill into the Salesforce.com database for an internal solution to an issue mentioned on Twitter, which can then be posted on Twitter.