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News from Cloudforce 2011

I am wishing I was in NYC yesterday to hear the response from developers to the big news from Salesforce. In case you missed it, here's blurb from the press release:

NEW YORK – CLOUDFORCE 2011 – March 3, 2011 – [NYSE: CRM], the enterprise cloud computing company, today unveiled Service Cloud 3, the next generation of social contact centers. Service Cloud 3 will let organizations engage with customers on any social community, including Twitter, Facebook and other social networks via Radian6. Companies will also be able to scale their operations quickly and easily to manage a high volume of service issues, including the millions of conversations that are happening every day on social media sites. Leveraging built-in social analytics, agents will be able to prioritize interactions across any channel and tailor support strategies to meet changing sentiments on the social web.

And a little more about Radian6:

Radian6 for Salesforce: This new AppExchange app will let agents work entirely within Service Cloud 3, engaging with customers via Twitter, Facebook and other social channels including blogs and video and photo sharing sites. Fully automated case creation will mean that social media content is automatically added to Service Cloud 3 based on the customizable Radian6 workflow rules engine.

Since I didn't make the trip this year, I have been following via YouTube.

  Here's the link to see yesterday's presentation.



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