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Jimmy Warner asked this on Jul 10, 2017 Posted in ProvideSupport0 answers

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Tania Agni answered this on Mar 9, 2016 Posted in ProvideSupport2 answers — Last reply 19 months ago

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answered this on Dec 31, 1969 Posted in ProvideSupport1 answer — Last reply 58 months ago

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answered this on Dec 31, 1969 Posted in ProvideSupport1 answer — Last reply 58 months ago

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answered this on Dec 31, 1969 Posted in ProvideSupport1 answer — Last reply 58 months ago

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Salesforce Service Cloud Update Provides New Tools for Service Agents

The latest update to Salesforce Service Cloud is designed to help service agents offer better, mobile customer service and is more customizable.


Salesforce.com has announced the “next generation” of its Service Cloud platform that has been redesigned with new features as well as improvements for easier application setup and management.


Service agents can manage and resolve customer issues regardless of whether they are on the road, at the home office or at a customer's site using the new native Service Cloud mobile app for iOS and Android that are due for release later this year.


Salesforce customers can also extend Services Cloud functionality with additional apps available from the Salesforce AppExchange or they can customize the platform with Lightning Builder.


Lightning Components can be added simply by dragging and dropping them to Service Cloud. Currently-available Service Cloud apps include several with telephony and call center management features from Dialpad, NewVoiceMedia and Talkdesk; internet of things asset tracking and mapping from MapAnythingLive, and patient and healthcare provider communications from Healthwise.


On the management front, Salesforce has added new capabilities to the Lightning Service Console including the “Case Kanban” visual dashboard that shows cases in the queue to help service agents prioritize their time.


Another component, Community Agent 360 shows a customer’s community history giving the agent some context about recent customer activities, such as a recent support article the customer may have read so the agent doesn’t repeat information or suggest a fix the customer has already tried.
A Federated Search feature lets agents find relevant information across Salesforce and external data sources such as Confluence, YouTube, Dropbox and Box.


There is also a Macro Builder capability that helps agents quickly create reusable macros for specific customer service scenarios. Agents can then easily deploy that macro if the issue comes up again.
As a measure of how easy it is to set up, Salesforce asserts that companies of any size can use Service Cloud to build a feature rich customer service center in a day or less.


“Any company, large, medium and small, can be empowered to deliver personalized service experiences in less than a day with clicks, not code,” Keith Pearce, vice president of marketing for Service Cloud at Salesforce, told eWEEK.


Features such as case management are now built-in to Service Cloud. In as little as five steps, service administrators can add a customer community and knowledge base, as well as connect to email, Facebook and Twitter feeds, according to Pearce.


“We’ve set up service flows for Twitter and Facebook and it takes all the learnings from similar cases the agent can get to" in just a few clicks, said Pearce.


For additional features and customization, Salesforce offers Trailhead, its online, gamified training platform, with more than twenty free, guided modules to learn how to deploy, configure and customize Service Cloud.


“The new cloud-based deployment and management features Salesforce has added to its Service Cloud are designed to address core issues of concern to its business clients,” Charles King, principal analyst at Pund-IT, told eWEEK in an email.


“Central to that is the evolution of digitally-enabled, proactive customers with access to powerful communications technologies and platforms to highlight unusual experiences and share their feelings," King said.


Proactive customers with access to social media and other web communications will often freely vent their frustration with service providers that perform poorly, King noted.


"Anyone who doubts that their business or brand might suffer from this often unconstrained venting hasn't been paying attention to the news. The new Salesforce offerings aim to help clients address these issues with next gen service cloud solutions that are quick to deploy, simple to learn and easily managed,” he said.


The Salesforce Service Out-of-the-Box, Lightning App Builder for Service, Lightning Service Console, Federated Search and Case Kanban view are available today at no additional cost with any edition of Service Cloud.


A pilot edition of Community Agent 360 is available today at no additional cost with a Customer Community Cloud license. A beta version of Macro Builder is available now at no additional cost with any edition of Service Cloud. Salesforce said it plans to make a pilot version of the Service Cloud Mobile app for iOS and Android available in the second half of 2017 with any edition of Service Cloud.

This Article Source is From : http://www.eweek.com/cloud/salesforce-service-cloud-update-provides-new-tools-for-service-agents

hulda echave asked this on Aug 14, 2017 Posted in Salesforce.com0 answers

Fix Your Databases now as You Migrate to the Cloud

If you have lame databases in your on-premises systems, don’t move them to the cloud. They’ll still be lame databases.

As thousands of enterprises move their application workloads and data to the cloud, too many move whatever they have, include their lame databases. It’s easy to just lift and shift them you’ll find the popular on-premises databases also available in the cloud. So you end up with the same limitations, just running somewhere new.

Don’t do that. Instead, reevaluate the type, and the brand of databases you’re using as part of your cloud migration.

[ The RDBMS is scaling out: Review: Google Cloud Spanner takes SQL to NoSQL scale. | MySQL face-off: Amazon Aurora outscales Google Cloud SQL. | Review: ClustrixDB scales out — way out | Review: DeepSQL outruns Amazon Aurora | Keep up with hot topics in programming with InfoWorld's App Dev Report newsletter. ]


Use the cloud migration effort to vastly improve your data management and data use capabilities. For example, consider moving from SQL or relational databases to NoSQL or object-based databases, which maybe a better fit for your patterns of data use.

Yes, that means the database must be redesigned, reformatted, and transformed. Fortunately, there are many tools for the job, and most can make short work of it.

Too many enterprises treat their data like a graveyard, sacred and never to be disturbed.   I’ve found that trying to get the people charged with the data to think about changing anything is an all but impossible task. I get it: The public cloud is scary enough. Changing the database engine too is unthinkable.

But, let me make my case. If you’re moving the data anyway, it’s much cheaper to make the changes now, including changes to the applications that produce and consume the data, than it is to put the data on the cloud and change it later.

Remember: You only need to go though a single test and acceptance process, versus two, if you do it as part of your cloud migration effort. And did I mention that there are already best practices and tools to make the transformation easy?

I understand that it takes money, time, risk, and all that translates into fear. I’ve been told that smart enterprise IT employees learn to keep their heads down for survival. But that’s not smart.

Data is still king. Limitations that many enterprises have accepted over the years have lead to limitations in the business itself. Why limit your business when you can fix it now?

So, fix your databases now as you migrate them to the cloud.


This Article Source is from : http://www.infoworld.com/article/3213171/database/fix-your-databases-now-as-you-migrate-to-the-cloud.html

hulda echave asked this on Aug 11, 2017 Posted in Salesforce.com0 answers

From Public Cloud to Hybrid IT – Straight From the Horse’s Mouth

cloud horses mouth image

People who bet on horse races know that the most reliable information about a horse will come from those who are closest to that horse -- a trainer or someone working in the stable. The idiom, straight from the horse’s mouth, implies that someone has gotten even better information – a tip from the horse itself!


Over the past two months, I’ve been writing articles about common public cloud concerns and why hybrid IT gives you the right mix of public cloud, private cloud, and on-premises solutions. Of course, I don’t expect you to take my word for it. But maybe you will take advice from those who tried public cloud and have since moved to hybrid IT.


In this article, I’ve complied a few quotes from a variety of organizations of all sizes and industries. Each has experienced public cloud and now has moved to hybrid IT. So here you go – advice that is straight from the horse’s mouth:


Public cloud performance issues

“We’re moving some of our web infrastructure workloads back to our own data center. Performance was the big issue. Lack of communication from our public cloud provider led to a customer-facing outage we could not have prevented. Now we’re seriously rethinking our entire cloud strategy and are moving more workloads back on-prem.” – Social media company


“We’re bringing back apps that we had put on the public cloud and didn’t go as planned because of reduced performance when compared to … when they were on-prem. That said, there are other apps we feel are truly more cloud-ready, and we’re trying those out in the cloud so we can have what we deem to be a truly hybrid solution.” – Financial Services company


Public cloud cost concerns

“We opted to be bleeding-edge and move to cloud when storage and hypervisor license costs were on the climb. It seemed to be a better way to keep costs in an opex mode and know what they were. That worked slightly at first. … We used a lot of IaaS and SaaS within AWS. … As we grew, the usage did too … and the bills grew far faster. … We honestly reached a tipping point when billing started to approach $100,000 per month. … We had good financial outcomes moving on-prem with a hybrid solution so we can access cloud when we choose. … We now have two times the horsepower on-prem for half the cost.” – Social Media company


“One of the biggest issues driving declouding for us is that, to be honest, the initial move to the public cloud was done willy-nilly. We moved the workloads and then we moved the apps to run off those workloads. But we didn’t really think about how to stage properly, how to control usage costs, and how to design an exit strategy. We quickly learned that cloud costs were far higher than we expected.” – Retail company


Public cloud control concerns


“Flexibility is important. With a private cloud, we get the control and flexibility of a dedicated environment that’s tailor-made to address our specific IT needs. For fast-growing companies like ours with constantly changing requirements, a private cloud offers more flexibility to adapt and evolve as the company changes.” – Social Media company


“The data we hosted on AWS was growing exponentially, as all data does, and that increased costs. Public cloud hosting served its purpose when we entered the all-cloud (for the most part) approach, but then you hit this point where it doesn’t make financial or operational sense any longer, when the same thing can be accomplished on-prem for less money and less hassle. … Having the workloads back on-site gave us better control over usage, and we could better see spikes in activity.” – Public Sector company

The benefits of Hybrid IT

Many businesses have already started to move beyond the public cloud – into a new era of hybrid IT that combines public cloud, private cloud and traditional IT. New offerings such as hyperconverged and composable infrastructure offer cloud-like capabilities on-premises – solutions that can provide businesses more control, greater performance, less cost, and less risk than many public cloud options. A combination of on-premises, software-defined options within a private cloud seamlessly combined with public cloud lets businesses build the best possible infrastructure for their individual workloads.

“The lower cost of storage, servers, and even better servers that require less hypervisor licenses made it less costly than it once was to scale out a data center or private cloud on-site.” – Energy company
Organizations all over the world are taking a closer look at their applications and deciding which ones should be in the public cloud and which ones should remain on traditional IT or a private cloud. Although performance, cost and control issues are all relevant, you should also consider the business model of each workload in your decision.

HPE has assembled an array of resources to help you transition to a brand-new hybrid IT world. You can learn more about HPE composable infrastructure powered by Intel® by reading the e-book, HPE Synergy for Dummies, or learn about HPE’s approach to hybrid cloud by checking out the HPE website, Project New Hybrid IT Stack. And to find out how HPE can help you determine a workload placement strategy that meets your service level agreements, visit HPE Pointnext.


This Article Source is From : http://www.infoworld.com/article/3212833/data-center/from-public-cloud-to-hybrid-it-straight-from-the-horse-s-mouth.html

katherine daisy asked this on Aug 8, 2017 Posted in Salesforce.com0 answers

What is LiveChat's country of origin?

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Knoji Staff answered this on Jul 23, 2017 Posted in amoCRM1 answer — Last reply 3 weeks ago

How the Internet of Things Can Be Good for Small Businesses

Every business and technologically-oriented person has heard of the Internet of Things (IoT) by now, and how small devices will do things we never thought were possible. The Internet of Things has been closely linked with the rise of the smart home, where someone could ideally jumpstart their coffee maker and lights from their smartphone.

The real growth of the Internet of Things will occur with businesses, where it can work together with big data to make things more efficient. A basic example of the Internet of Things comes from British Petroleum, which for years has distributed thousands of wearables as part of its corporate wellness program to have a better idea of their employees' health and thus reduce health insurance costs. Small businesses stand to be the biggest beneficiary of the IoT, as it will let them catch up with many of the advantages which a large corporation have dominated until now.

Here are some of the advantages which the Internet of Things can offer any business, as well as how to prepare your business for this technological revolution.

The Power of Data

Analysts have been talking about big data even more than the IoT, but so many businesses seem to think that big data is for big businesses who can afford huge amounts of servers. The Internet of Things will change that.

IoT is fundamentally about the idea that all sorts of objects which you would have never thought of connecting to the Internet 10 or 20 years ago like watches or refrigerators or lights can now be connected. But the most important thing about this is that through these connections, each and every one of these devices will emit data which can be used to improve a business's efficiency.

Take those aforementioned smart lights for example. Many businesses and reporters have pointed out how the Internet of Things could use smart lights and data to improve energy efficiency by gathering data on how much heating, cooling, and lights are needed at any particular moment. Data about energy usage once had to be done by a maintenance worker checking the amount of power consumed once a month. Now it can be done in real time. And most importantly for small business, it requires sensors and devices which anyone can get their hands on.

Of course, small businesses will have to confront the challenge of storing mountains of data produced by the Internet of Things, which some experts predict will reach 600 zettabytes or 600 trillion gigabytes by 2020. Fortunately, small businesses can adjust to this explosion of data by migrating away from traditional data servers and embracing the cloud.

Read more about cloud storage and remote workers at TechCo

Innovation and Creative Thinking

Data in and of itself is useless if a small business leader cannot come up with creative solutions to leverage the information.

As an example Inc. talks about the Aquaco fish farm as to how a small business can use the IoT to improve their business. Aquaco uses the data gathered by sensors placed in tiny recording devices to regulate feeding, monitor oxygen levels and other environmental factors to alert them in advance of when things might be going on, and continually looks for new, efficient means to use the data gathered by their sensors.

Another example of IoT benefits include customer service. As noted above, some businesses like Aquaco use IoT sensors to detect when a device is about to fail or reaching dangerous parameters. But if a business put their sensors in a device they sell to customers, they could tell the customers when said device is about to fail and offer a replacement. While customer service in the past looks to fix a customer's problems, customer service with the IoT could head off those problems before they become serious. By rewarding innovation and creativity, the IoT will thus reward small businesses who can more quickly and efficiently carry out new ideas and concepts.

The IoT for many has been an esoteric concept where a lot of technology is hyped out but nothing actually changes in our normal lives. But as engines of innovation and practically, small businesses are the vehicle that can truly bring the IoT to its full potential, as they use the data gathered to come up with far more solutions and changes than larger corporations can.

The Internet of Things is a continual process where additional data leads to solutions which encourages the spread of data which leads to further solutions. Small businesses will find the solutions to problems which we do not even know are problems today.

Source is From : https://tech.co/iot-small-business-big-data-2017-07#.WWUhkJVDqD4.twitter

hulda echave asked this on Jul 18, 2017 Posted in Salesforce.com0 answers

Why Serverless Cloud Solutions Will Reduce IT Costs


The public cloud computing sector is in a constant state of evolution, as vendors design new IT infrastructure architectures and service providers deploy them in their own unique hyperscale data centre facilities.

According to the latest analysis of cloud pricing by 451 Research, for the majority of new applications, a serverless solution offers a lower total cost of ownership (TCO) than both virtual machines (VMs) or containers.

Severless cloud market development

When analyzing serverless offerings from the leading public cloud service providers, 451 Research determined that IBM generally offers the least expensive service, with Microsoft leading for certain other configurations.

According to the 451 Research assessment, the TCO of serverless tends to be lower than VMs, even when the VM is hosting containers, because there is no need for developers to provision, configure and manage the infrastructure.

As an example, when a serverless function is active for just three quarters of the month, it only takes a 10-minute saving in operational overhead for serverless to beat virtual machines on TCO.

451 Research analysts believe that even without the savings in developer time, the ability of serverless to increase utilisation means it is cheaper than using VMs when the code is executed fewer than 500,000 times each month.

451 Research finds that IBM is least expensive for 0.1 second duration scripts, and Azure is cheapest for 10-second scripts - assuming memory requirements match predetermined size allocations.

Besides, IBM offers a distinct cost advantage by allowing users to choose exact memory requirements, whereas other cloud service providers round up the figures, resulting in users typically paying for unused capacity.

That being said, and considering the similarities in pricing methods and offerings between cloud service providers, 451 Research believes serverless is poised to undergo a round of price cutting this year.

"Serverless is more than just hype; it has the potential to transform the way we develop, build and run applications in the cloud. Understanding the economics of serverless technology is vital to understanding its potential to disrupt the industry," said Owen Rogers, research director at 451 Research.

Outlook for serverless cloud services

Freemium serverless offerings are already fueling the growth of new services by stimulating experimentation and helping enterprises gain skills. In the analyst's opinion, this could result in serverless solutions becoming the next cloud 'price war' battleground.

451 Research expects adoption of serverless - or FaaS (functions as a service) - to continue growing over the next few years. In its 2016 market study, 37 percent of the IT decision-makers surveyed were already using serverless technology.

The term 'serverless' implies that no servers are used to run an application or service. But in reality, this model means that developers and cloud service providers do not encounter the typical complexity and maintenance management of VMs or containers.

Salesforce and Cloud Computing related Updates Like our page and follows us at @solunusinc

Article Source is From : https://www.cloudcomputing-news.net/news/2017/jul/10/why-serverless-cloud-solutions-will-reduce-it-costs/

katherine daisy asked this on Jul 13, 2017 Posted in Salesforce.com0 answers

The Changing Face of Security in the Age of The Cloud

The computing world just keeps on progressing but as we all know with  progress comes additional challenges. This is especially true of  challenges around security. Every advance in computing has given rise to  the same question: “how do we secure this new toy?”

When client/server architecture was all the rage in the late 1990s  there was great excitement about the advantages it brought about but  also a concern for the security implications of distributed clients and  centralised servers. When server consolidation came of age in the early  2000s the concern was how to keep applications secure when running on  the same server.

In the age of cloud computing,  we seem to have introduced more security impacts than ever before.  Cloud computing has been the basis for many tremendous benefits in the  computing industry and has positively impacted many businesses around  the world. While we can celebrate all the advances we need to be very  aware of all the new threats that have come with the steps forward. The  following are some of the areas that concern security professionals in  the 2017:

Cloud

As I have stated in a past article, security concerns are still the number one impediment to cloud adoption in the computing world today. With that said, more and more  organisations are moving production workloads to the cloud every day and  how to secure those workloads is a question with no single answer.  Whether cloud workloads are treated as if they are in one's own data  centre or secured through as-a-service tools, placing workloads into the  cloud comes with some measure of uncertainty that requires research,  planning, and execution to mitigate.

Edge/fog networks

The concept behind fog computing isn’t really all that new. I  remember moving web servers to the outer edge of the network, outside  the firewall, so that they can be closer to the users. The difference  now is that fog computing supports larger numbers of devices either at  the edge of the managed network or, in the case of IoT, placed  physically very far from the control plane.

The somewhat obvious threat vector is the vulnerability of these  fog/edge to attack and the continuation of that attack to the control  plane, aggregation layer or even all the way to the virtual private  network or data centre. This needs to be dealt with in much the same way  as this type of problem was handled in past. The fog/edge devices need  to be hardened and the communications path between those devices and the  aggregation layer and the data centre (cloud or other) need to be  secured.

Mobile users

It was so much easier to secure an environment when we knew who our  user base was. Well, not anymore. The preponderance of mobile devices  that the service developers can have no control over, leaves the service  network open to attack via those devices. A user who utilises your  provided tested and secured app could easily have installed another app  which is just a front for malware of some kind. Beyond just writing apps  that are secure the systems as the front end of the data centre or  cloud environment that support these apps have to be strongly secured.  Additionally, communications between app and service layer need to be  secured and monitored.  

Malware

On June 26 the largest container shipping company in the world Maersk  Lines, Russian oil producer Rosneft, and pharmaceutical giant Merck,  along with hundreds of other institutions around the world, were all but  shut down by a global malware/ransomware attack.

That the perpetrators used various public cloud-based resources to launch the attack is a very real possibility. Security professionals  around the globe are concerned about the form the next big malware,  virus, or ransomware attack will take. Practical and logical steps,  including planning for recovery, training, and maintenance, need to be  taken to prevent organisations from falling prey to these attacks.

Global data expansion

Many years ago, I wrote an article on how server consolidation can  positively impact data centre security by reducing the number of  operating system instance to maintain and by reducing the number of  possible targets for hackers. In today's ever expanding global data  environment we have to ask ourselves: have we provided too many targets  for the bad guys?

The answer is maybe. Each individual and organisation have to be  engaged in preventing data loss and data theft by utilising the many  means of securing data that exist today. Data at rest encryption,  automated and versioned replication or version backup, are just some of  the ways an enterprise can protect themselves. These security concepts  apply equally to preventing and/or recovering from malware attacks.

The only way to survive the many security threats that exist is  to: recognise the threats, learn about them and how to fight them; build  a comprehensive plan for protecting your organisation and for reaction  to and recovery from an attack; whether it is basic security maintenance  or implementation of major security efforts, take action. Don’t just  sit back and wait for an attack to happen.

For Salesforce and cloud computing Updates Follows Us  @Kishancv

Article Source is From : https://www.cloudcomputing-news.net/news/2017/jul/10/changing-face-security-age-cloud/

Kishan Chakravarthy asked this on Jul 12, 2017 Posted in Salesforce.com0 answers

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