If I have my people straight, the keynote was delivered by Hilarie Koplow-McAdams, EVP of Worldwide Sales. I thought she did a fabulous communicating Benioff’s vision of cloud computing, specifically the transition of accessing the cloud from mobile devices.
Also shown at the Cloudforce 2 Tour was this opening video. If you haven’t seen it already, it does a great job communicating multi-tenancy architecture using the analogy of an office building.
I attended the breakout session “Service Cloud 2: Next-Generation Customer Service.“ The big take-away for me was people today are going to the internet and “Googling” their problem rather than picking up the phone or searching your website. Your SFDC Knowledge content needs to be published to the web so it can be found by search engines. Additionally they demonstrated how a service agent can monitor a Twitter feed inside SFDC which was following keywords such as your company name or its products and services. That allows an agent to identify their customers out on the social web having an issue. Then from the Twitter feed the agent can open a Case, attach a solution, and “Tweet” back the answer to the person’s problem. Your company is not only a hero to that person who posted a problem on Twitter, but also all the people following that person. The customization in the demo even collapsed down the URL in the Knowledge base down to a Twitter friendly tiny url. Pretty slick.
What: 2010 Cloudforce 2 Tour
When: Tuesday, June 15, 2010
Where: Sheraton Dallas, 400 North Olive Street, Dallas, TX