Salesforce Service Cloud Intelligence: Leader Or Laggard? - InformationWeek

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Salesforce Service Cloud Intelligence: Leader Or Laggard?
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D. Henschen
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?
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.

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