Salesforce Service Cloud Intelligence: Leader Or Laggard? - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
Comments
Salesforce Service Cloud Intelligence: Leader Or Laggard?
Oldest First  |  Newest First  |  Threaded View
D. Henschen
50%
50%
D. Henschen,
User Rank: Author
3/9/2015 | 12:49:21 PM
The Good, the Bad, the Ugly
Lots of times Salesforce really impresses and innovates. Other times it catches up to the state of the industry. Still other times it pre-announces stuff and throws a bunch of hot-sounding buzz words at things that won't be real for quite a while. I think we have a mix of all three in this case, but using words like "data science" to describe this, as it did in the press release on Salesforce Service Cloud Intelligence, is just PR BS. If it's truly going to discern expertise from systemwide data, that might be interesting, but why announce in March when it won't show up until the second half of the year?
jagibbons
50%
50%
jagibbons,
User Rank: Ninja
3/10/2015 | 8:52:46 AM
Re: The Good, the Bad, the Ugly
The timing is suspect. If they really can build a reliable engine to process dynamic skills-based routing, as well as integrate that across other back-office tools that aren't Salesforce products, then this could be a pretty big thing. Time will tell if Salesforce is able to deliver.


The State of IT & Cybersecurity Operations 2020
The State of IT & Cybersecurity Operations 2020
Download this report from InformationWeek, in partnership with Dark Reading, to learn more about how today's IT operations teams work with cybersecurity operations, what technologies they are using, and how they communicate and share responsibility--or create risk by failing to do so. Get it now!
Commentary
Gartner Forecast Sees 7.3% Shrinkage in IT Spending for 2020
Joao-Pierre S. Ruth, Senior Writer,  7/15/2020
Slideshows
10 Ways AI Is Transforming Enterprise Software
Cynthia Harvey, Freelance Journalist, InformationWeek,  7/13/2020
Commentary
IT Career Paths You May Not Have Considered
Lisa Morgan, Freelance Writer,  6/30/2020
Register for InformationWeek Newsletters
Video
Current Issue
Key to Cloud Success: The Right Management
This IT Trend highlights some of the steps IT teams can take to keep their cloud environments running in a safe, efficient manner.
White Papers
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll