Running Your IT Helpdesk with Salesforce Service & Support

Running Your IT Helpdesk with Salesforce Service & Support Brad Harrington, salesforce.com, Product Mgmt Mitch Shaw, salesforce.com, Sales Engineering John Beattie, salesforce.com, IT Application Support Michael Morriss, salesforce.com IT Desktop Services Track: Service & Support Executives

Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]

Thousands of Customer Success Stories

Typical Helpdesk Scenarios ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],How are Helpdesk customers using Salesforce today?

Complete Closed Loop Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CLOSED LOOP ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Salesforce Helpdesk Demonstration

John Beattie IT Operations / Application Support Michael Morriss IT Operations / Desktop Services

Salesforce.com IT Department ,[object Object],[object Object],[object Object],[object Object],INDUSTRY: CRM EMPLOYEES: 1,700 GEOGRAPHY: Global PRODUCT(S) USED: Service & Support, 2 downloaded AppExchange applications # USERS: 200 EDITION: Unlimited

Salesforce.com IT – Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Metrics-based management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],QUESTION & ANSWER SESSION

Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 147, #### For example, “ Session 147, 5555 ” Session ID: 147 Session ID # Scores for 4 categories SMS Voting powered by:

Running Your IT Helpdesk with Salesforce Service & Support

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Running Your IT Helpdesk with Salesforce Service & Support