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Salesforce Trots Out Desk.com

It's supposed to let businesses deliver personal customer service by unifying support channels

Cloud doyen Salesforce.com Tuesday fielded Desk.com, a new on-demand social and mobile help desk platform that's supposed to let businesses deliver personal customer service by unifying support channels including Twitter, Facebook, e-mail, the phone and the web via a Desk.com Agent Desktop.

Basic pricing starts at $49 a month per full-time agent for unlimited usage. Flex pricing runs $1 an hour per part-time agent.

Users can reportedly respond to cases themselves on the go, re-assign, change groups, change status, change priority for cases and modify customer information associated with cases.

The widgetry is supposed to be utterly simple.

Reporting, available later this quarter, will include data on how many cases customer service agents have opened, resolved, replied to, reassigned, or reopened regardless of who was assigned the case. It will be priced when it goes GA.

Desk.com Mobile is built with HTML5 to give mobile device users, like Android and iPhone, a richer experience and improved usability. It's free for full-time agents.

More Stories By Maureen O'Gara

Maureen O'Gara the most read technology reporter for the past 20 years, is the Cloud Computing and Virtualization News Desk editor of SYS-CON Media. She is the publisher of famous "Billygrams" and the editor-in-chief of "Client/Server News" for more than a decade. One of the most respected technology reporters in the business, Maureen can be reached by email at maureen(at)sys-con.com or paperboy(at)g2news.com, and by phone at 516 759-7025. Twitter: @MaureenOGara

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