So what's new in the Salesforce Service Cloud 2?

Well, for starters I was really surprised by the statistic quoted by Salesforce that 55% of the market is held by thier very own Service Cloud!  That's huge, but then who would doubt that was the case with a solid platform such as Salesforce?

There are a number of great features that have been in the Service Cloud for some time such as the CTI screen pops, integrations with Google Maps, etc., but this year, they really blew the wheels off this jet with the introduction of the new KB engine.  For instance, the new KB's support rich media.  What's more cases can be initiated in many different ways including a customer posting a question right over Twitter or Facebook.  Salesforce has opened up a whole new set of channels for handling and managing cases directly over the internet that leverage the application platforms their customers are already familiar with and trust.

There's a whole new functionality that is in the works that'll support building answers using data obtained through Google search and social sites, blogs, etc.  As I mentioned in an earlier post, this is a game changer for organizations because it allows them to internalize information that's posted on the internet and control distribution and search.

Great new features and I'm sure we'll see a lot of customers adopting as these are released in the coming months.