Service Cloud Console provides a unified interface for managing multiple customer interactions. Recent enhancements include pinned list views, dynamic detail pages, and configurable hotkeys. The roadmap includes additional customization options through application and tab components. InsideTrack uses Service Cloud Console to coach over 350,000 students annually. Coaching improves retention rates by 15% through structured interactions captured in the console. Honeywell deployed Service Cloud globally to support various sales and service processes. Over 2,000 users utilize capabilities like primary/sub tabs and an interaction log. Agent Console call flows integrate with Avaya to screen pop contacts and cases from caller ID.

1. Service Cloud Console as a Platform Service & Support Professionals Michael Ramsey, salesforce.com Derald Sue, InsideTrack Cindy Durnal, Honeywell Aerospace

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4. Agenda Service Cloud Console Overview Customer Presentations Q&A

5. Michael Ramsey Director Product Management, Service Cloud

6. Next Gen User Interface Manage Multiple Interactions Right Context / Right Time New Ability to Customize the User Experience 3rd Party Application and Data Integration Robust Customer Interaction Platform

7. Recent Features & RoadmapAccelerating Innovation Integration Toolkit Highlight Panels Winter’11 Winter’11 Interaction Log Spring’11 Winter’11 Suggested Knowledge Winter’12 Pinned List Views Sub Tab Components Summer’11 Dynamic Lists & Detail Pages Winter’12 CTI 4.0 Winter’12 Custom Logos Primary Tab Components Short Term Short Term Mid Term Configurable Hotkeys Mid Term Application Components

9. Left Sidebar or Header Orientation

10. Call Down Lists

12. Service Cloud Console Resources API Documentation Service Cloud Console Integration Toolkit Blogs Providing More Context For Your Agents Not just Agent Console 2.0 Where's my Home Tab? Zero Click Data with Custom Console Components

13. Derald Sue Chief Information Officer

14. We have a national graduation crisis 800,000 of the 2 million students who start a bachelor’s program each year will never graduate

15. We need to focus on success and access The US has done a good job of increasing access to college, but without an equal focus on college success, our efforts won’t achieve their desired result.

17. 15% impact on retention and graduationHome Office: San Francisco, CA Coaching Centers: Portland, San Francisco

18. Solution overview

20. Structured capture of qualitative information

22. Salesforce platform roadmap template Salesforce Release Major Theme Release Minor Release/Bug Bucket Migration New/Expansion

23. Long and short term development process Salesforce Release Major Theme Release Minor Release/Bug Bucket Migration New/Expansion

25. Success developing against CTI 3.0 Toolkit in Service Console

26. Enhanced task/activity logging (call data)

28. Honeywell at a Glance Honeywell Aerospace is a $11B global provider of integrated avionics, engines, systems and service solutions for aircraft manufacturers, airlines, business and general aviation, military, space and airport operations.Our primary focus is to enhance customer value by making flight safer, more reliable and more cost-effective through our unique capabilities in sophisticated avionics, flight safety products and systems, propulsion engines, auxiliary power units and wheels and brakes and our strong aftermarket service and support. We are committed to redefining customer- supplier relationships across a broad array of core competencies, including power, guidance, navigation, safety, communication and services - all through a spirit of partnership.Our aerospace products can be on virtually every type of aircraft in use, in nearly every region of the world. In the air and on the ground, Honeywell systems and components reflect cutting-edge technology incorporated from our product development efforts. These efforts contribute to Honeywell's unequaled variety of products and services, which in turn lead to greater customer satisfaction.

29. Current Business Volumes 2010 Initial Salesforce.com deployment in 2010 to 2,000 users 3 Distinct Releases Deployed Sales cloud to Global AT&R and D&S sales organizations supporting multiple sales processes Deployed Services cloud with Agent Console 2.0 (w/CTI integration to 300 call center agents and 300 back office agents) Email2Case – 55 inbound customer emails (50K cases/month) Web2Case – Integrated with Aerospace Customer Portal Support for Field Events, Service Requests, Request for Quote (RFQ), Contracts/Entitlements, Products, Fleet Data, VOC and Solutions Real-time NSS/NPS/VOC Surveys (ClickTools) 2011 Expanded user base by 20%, incorporated new lines of business Customer Training application migration to Force.com platform Leverage NetExam LMS App Deployed Chatter across the platform Real-Time Web Portal (API) Integration Salesforce-to-Salesforce instance Integration Deployed Robust Support Processes

30. Solution Overview Improved productivity Navigation, primary and sub tabs; all information is displayed on the same screen Customer contact recognition and screen pops and ease of case creation Single search feature at top of screen Differentiated customer services due to increase service level adherence Proactive queue management with visibility to over 50K cases per month Increased ability to respond to customer requirements Navigational ease and data availability

31. Case Study: Agent Console 2.0 call flow Agents login to the softphone that registers then with the PBX and AVAYA applications xxx-xxx-xxxx News calls are identified on the software with caller ID (incoming phone number) and call tree options selected In this scenario, NO contact records matched which prompted the new contact screen to open

32. Case Study: Agent Console 2.0 call flow xxxxxxxxx xxxxxx xxx xxx xxx-xxx-xxxx xxx-xxx-xxxx Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com xxxxxxx xxxxxxx xxxxxxxx Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com In this scenario, MULTIPLE contact records matched (see in softphone) and which prompted the search results screen to open and enable the agent to select the correct customer contact

33. Case Study: Agent Console 2.0 call flow xxxxxxxxx xxx xxxxxx xxxxxx xxxxxxxxx xxx-xxx-xxxx xxx-xxx-xxxx xxxxxxxxxx xxxxxx xxx-xxx-xxxx xxxxxxxxx xxxxxxxxxx xxxxx xxx xxx xxx xxxxxx xxxxxxxxx xxx-xxx-xxxx xxxxxxxxx xxx-xxx-xxxx xxxxxx xxxxxxx xxxxxxx xxxxxxxx Agent selects the contact record and very quickly begin addressing customer needs – edit contact info, open new or existing case, look at activity history…

34. Case Study: Agent Console 2.0 call flow Utilize the tab functionality to quickly and easily retrieve information from the console xxxxxxxxx xxx xxxxxxxxx xxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxx

35. Demo Cindy Durnal Sr Manager CRM

36. Service Cloud Console Use 300 call center agents and 300 back office agents Order Management and Technical Operations representatives Cases, Solutions, Service Requests, Skills, Feedback, My Tasks 13K phone calls per month, 50K Web2Case/Email2Case

37. Key Deployment Takeaways Rebuilt CTI integration between SDFC & AVAYA using Salesforce.com CTI adaptor API Key Features utilized: Ability to open multiple tabs and traverse between each without having to open new windows (i.e. Accounts, contacts, cases) Quick view on top of each record to show important information Customizable/collapsible interaction log on each record to create an activity Collapsible Soft Phone on bottom right to allow for more visibility of data on the screen Search All functionality on top to allow for searching on all objects Customizations that Honeywell added: New advanced console development toolkit Creation of My TaskVisualforce page to provide agents visibility to their tasks on the console Transfer with call/case context Issue with IE7 for console users – text skipping while typing; use of Firefox resolved the issue

38. CTI 4.0

39. Computer Telephony Integration enables call management via a computer CTI Overview CTI Server. Provides call information , IVR, routing etc Customer inquiry over voice Agent receives call and call information salesforce.com CTI

40. The salesforce.com softphone

41. CTI Partners & Adapter Options Midmarket Platforms On Demand Telephony Enterprise Platforms System Integrators 32 partners 100 different adapters 80 different platforms

42. Key Capabilities Call Control from Softphone Click-to-dial Automatic Call Logging Screen Pop any Object Easy Call Center and Softphone Setup

43. The All New CTI – 4.0

44. High Level Architecture Partner Agent Desktop salesforce.com Toolkit (shared code between salesforce.com and partner) Browser Salesforce.com AJAX SalesforceCTI (EXE) Telephony System CTI Adapter (Partner DLL)

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