Guidebook: Upgrading to Salesforce Service Cloud

Many organizations are considering upgrading their homegrown and aging customer support applications to Salesforce Service Cloud. Many find that the tools and processes that were sufficient at one stage of their business hinder effective service at the next stage. In looking at customer service strategies, Nucleus found that companies moving from multiple systems or legacy applications to Salesforce Service Cloud were able to better leverage technology to drive greater agent productivity and cross-channel visibility while reducing operational costs.