Gif: Salesforce The field service industry has been talking for years about using IoT data from the field to deliver more proactive service and automate the customer service and repair process.

Design Within Reach (DWR), a retailer selling furniture online and through a contract sales force, has been using Salesforce.com to enable employees to connect and collaborate, and will soon be using ...

Such functionality is missing from a lot of automated systems, many of which “focus on transactions but forget about process,” he said. Service Cloud is priced at $135 per user, per month.

Signavio Process Intelligence for Salesforce is now available on Salesforce AppExchange, giving businesses visibility across their entire sales cycle.

Service Cloud will also streamline workflows with new robotic process automation capabilities (RPA), based on Salesforce's recent Servicetrace acquisition.

Visual Process Manager is based on technology Salesforce acquired last year when it bought Informavores, a developer of call scripting and business orchestration software for service call centers.

Salesforce recently laid off 4,000 customer support employees as AI agents increasingly handle routine interactions. This ...

Salesforce Inc. today announced the pilot launch of Einstein Service Agent, the company’s first fully autonomous artificial intelligence agent that it says can handle and resolve customer ...

Salesforce has cut 4,000 customer support positions, reducing its support staff from 9,000 to 5,000, as artificial intelligence (AI) now manages approximately 50 percent of customer interactions.

Clara Shih has rejoined Salesforce as its CEO of Service Cloud, its biggest cloud, which grew 20% last quarter.

In the process, it counters from Oracle and SAP arguments that software-as-a-service offerings like Salesforce aren't suitable for large companies that need highly customizable systems, said Rob ...