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Salesforce Service Cloud Includes Twitter

8:40 pm on Mar 23, 2009 (gmt 0)

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Salesforce Service Cloud Includes Twitter [pcworld.com]
Salesforce.com is implementing a new customer service tool for businesses, but is it a tech savvy move or just plain creepy?

Salesforce.com today announced a beta program for its Service Cloud that incorporates Twitter. The Service Cloud is a program for businesses that takes advantage of online knowledge bases, communities, social networks, and now Twitter to provide customer service and help. Now, the Service Cloud will scour the Tweetosphere for tweets that apply to a particular business. Customer service representatives could then interject themselves into a Twitter conversation to provide immediate help.