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Salesforce updates Service Cloud to meet post-pandemic consumer demands

ZDNet

Salesforce on Wednesday is updating the Service Cloud with a series of capabilities that should help organizations respond to post-pandemic customer demands. First, Salesforce is bringing new telephony capabilities to Service Cloud Voice, allowing customer service representatives to assist consumers on a wider range of channels. Organizations can also leverage Salesforce's new pre-built Einstein Bots to assist customers digitally. Next, the new Service Cloud Workforce Engagement tool enables more flexible work arrangements for customer service teams. Additionally, the newly-available Visual Remote Assistant will facilitate "field service" -- like fixing elevators or troubleshooting cable boxes -- conducted remotely.



Why Choose MultiCloud Strategy ?

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Multicloud strategy refers to using more than one cloud computing service provided by various vendors. The environment could be either private, public or both. The major advantage of implementing a multi-cloud strategy is that the computing resources are distributed to reduce data loss and minimize the chances of downtime. Also, the storage space and the computing power are enhanced. The current cloud technology is advancing from private clouds to public clouds and more advanced with both.


3 Cloud Security Trends to Watch in 2022

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Many organizations have cloud security on their minds going into 2022. In April 2021, for instance, Gartner predicted that global end-user spending on cloud management and security services would reach $18 million the following year. The forecasts discussed above raise an important question. Where exactly will these businesses and agencies be committing their cloud security spending in 2022? There are three trends to watch over the next 12 months.


Oracle integrates Service Cloud with Oracle IoT Cloud

ZDNet

Oracle on Monday is rolling out its Internet of Things Accelerator, a packaged integration between the Oracle's Service Cloud and its IoT Cloud. The new offering should give Oracle customers, particularly in industries like manufacturing or consumer electronics, new ways to use the vast quantities of data collected from internet-connected devices to improve customer service and realize new efficiencies. The open source integration includes implementation documentation to easily configure, extend and deploy. "Where we're unique is in thinking about that end-to-end solution," Steve Fioretti, vice president of product management for the Oracle Service Cloud, told ZDNet. In other words, Oracle is providing the Java running on the devices themselves, the infrastructure to collect messages from those machines securely and at scale, tools to analyze the messages that matter and the platforms on which to act on those messages.