Salesforce.com Exposed -
Customer Support (Case Management)

Not considered a strength in the overall Salesforce.com solution, the case management module does offer support for case management, automated assignment, case queues and escalation. This part of the Salesforce.com CRM offering was strengthened by Salesforce.com’s acquisition of InStranet in August 2008. This acquisition has provided Salesforce.com with an improved customer support knowledgebase. It is unclear from the initial press releases to whom InStranet will be available and at what cost.

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