Salesforce Admins Podcast

Today on the Salesforce Admins Podcast, we’re chatting with Purvi Desai, Director Product Marketing for Service Cloud. We learn how admins can get started with this amazing product.

Join us as we talk about how to use personas to help you configure service cloud, the amazing powers of macros, and some product marketing insights about how to build a demo.

You should subscribe for the full episode, but here are a few takeaways from our conversation with Purvi Desai.

What we learned about Service Cloud at TrailheaDX.

We saw Purvi’s segment about Service Cloud at TrailheaDX and knew we had to bring her on the pod to tell us more about it. “This session was really all about how admins can champion productivity for service agents,” she says, “admins wear many hats, they’re product managers where they’re implementing roadmap and rolling out new features, but they’re also very much responsible for the user experience.”

In a world where service organizations are measured by average handle time and customer satisfaction, optimizing the experience for service agents means cases are handled faster and customers leave the interaction happier.

How to start thinking about Service Cloud users.

In her segment, Purvi walked us through everything from automations to Lightning Flows and AI that can save time and make everyone more productive. What’s so crucial with Service Cloud that differentiates it from working with sales is your users are working through the interface you’ve given them at the same moment as they’re dealing with the customer. One thing that comes in handy is leveraging personas: case solvers, expert agents, and team leaders. Understanding who each of these users are and what they need to do will help you optimize their workflow.

Another important concept to get your head around is the type of cases your company solves. A software company is going to have a very different workflow than a retail organization, for example. You need to make decisions about what information will be most helpful to your reps in the moment they’re dealing with the customer. “Any little thing you can automate, any second saved is really important,” Purvi says.

New Service Cloud features coming in Summer 20.

Looking forward to Summer 20, we’re adding several new features that are incredibly exciting. Service Cloud Voice brings a native integration of intelligent telephony to the Salesforce platform. Putting everything all in one place is especially important when several people are working from home and may not have the same amount of screen real estate they’re used to.

For team leaders, you have everything all in one place, including voice. Most importantly, you have richer analytics to help you make decisions in real-time. “This is going to help our agents because it’s going to help them focus on the customer rather than writing notes or searching for an answer,” Purvi says, because now there’s live voice transcription. Everything happens through Salesforce’s interface, making it easy for admins to work with and bring key insights to leadership.



Full Show Transcript

Gillian Bruce: Welcome to the Salesforce Admins podcast, where we talk about product, community and careers to help you become an awesome admin. I'm Gillian Bruce.

Mike Gerholdt: And I'm Mike Gerholdt.

Gillian Bruce: And today we have an amazing guest joining us. It's Purvi Desai, Product Marketing, Service Cloud to talk how admins can get started with Service Cloud. So without further ado, let's get Purvi on the podcast.

Mike Gerholdt: So Purvi, welcome to the podcast.

Purvi Desai: Thank you.

Mike Gerholdt: As a followup from TrailheaDX, which was an amazing event. We saw you kind of wrap up the Service Cloud session. We wanted to have you on the podcast to talk more Service Cloud, because we know there's so many admins out there that loves Service Cloud that are knee-deep in it, helping their organizations do a bunch of stuff. Wanting to get to know a little bit more about the person we saw at TrailheaDX, and some fun Service Cloud features for admins. So we'll get started. I'd love to know, kind of your path before you came to Salesforce?

Purvi Desai: Totally. So I actually have a background in IT. When I was in [inaudible] I was interning as actually a systems administrator, not for Salesforce, but for a different system. So then after that, I did a brief stint at Accenture as a consultant. And then I kind of went back to the company I worked at for a while and worked in IT and what I was doing there with implementing marketing systems. And with that I worked very closely with the marketing team there, helping them with the requirements and helping them deliver. And what I found was that while I loved IT and I loved implementing the systems, I also really love the marketing aspect and working with the marketing team to deliver these messages to get people excited about the product. So that's what really made me decide like, "Hey, I want to make this switch into marketing and I want to do it at Salesforce because Salesforce is a fun marketing company. I know I can learn a ton there."
So I actually joined Salesforce about almost five years ago. And at first I joined as a web experience manager because my background was actually very much in content management systems. And so delivering those systems, and Salesforce was actually implementing the same system at the time. So I was able to join and bring my kind of expertise in that system while also kind of onboarding and creating the web experiences on for our Service Cloud team. So I did that for a couple of years, and then I started getting interested in product marketing and really bringing the voice of our products to our customers. So that's where I joined the Service Cloud product marketing team, where I am today, really delivering more of the technical aspects of marketing with demos that you see at Dreamforce, the ones that you're seeing at the Keynote and the Campground, and it's just been really, really exciting and fun. And so I really love what I do.

Gillian Bruce: It's a really great path. I love how, I think a lot of admins will hear similar themes to their paths in your story and starting in IT. And then kind of getting exposed to some of these other things like marketing that you're like, "Oh, I like that. I want to get into that." And then getting close to the product and kind of getting to nerd out a little bit, which, if you're listening to this podcast we're all a little bit nerdy, right? So thank you for sharing it. That's awesome. That's awesome.

Purvi Desai: Yeah.

Gillian Bruce: So, Purvi you did an amazing presentation for TrailheaDX, which was our first ever virtual TrailheaDX. And you did a whole session on Service Cloud for Admins. Can you give us a brief synopsis of some of the stuff you did in that session?

Purvi Desai: Absolutely. So this session was really all about how admins can champion productivity for service agents. And as a service admin, and as an admin in general, they wear many hats. They're product managers where they are implementing Roadmap and rolling out new features. But they're also very much responsible for the user experience and making sure that that user experience for service agents is really productive and it's going to really help them close cases faster, which is really important. Because a lot of service organizations are measured on average handle time and customer satisfaction. And you know, the faster you can get your issue completed, the happier the customer is going to be. So that's really where we wanted to focus. So it was really all about tips on how to create an optimal service experience from where how to lay out case pages to all the different tools that we have available out of the box that are going to really help make that agent's job a lot easier.
So, that was basically it. And then also we talked about some automation tools that are available, whether that's from macros that are kind of automating things, like closing a case or escalating a case to lightning flows, which are going to really automate those business processes all the way to AI. So recommending the best knowledge article to solve the case, or even suggesting case fields. Because a lot of times agents are spending time filling out case fields, doing administrative work, and that's all counting against their handle time, which they want to have as low as possible. So that was really like the gist of it, to how to help agents be more productive.

Mike Gerholdt: Yeah, you really packed in. I mean, literally three sessions worth of information in like 18 minutes. It was amazing. I think, starting off in the session, you talk about personas and meeting with users, which Gillian will attest to. I've talked about SABWA, Salesforce Administration By Walking Around for a long time. And this year I've got to revise that to SABZA, because it's got to be Salesforce Administration By Zooming Around, right? Because SABZA. But one thing that really grasped me about your presentation and about thinking back to when I did a Service Cloud implementation is the idea of personas and the idea that as an admin, your users are really in the product exactly at the moment that they're trying to work with a customer. And to me it feels different. And it was a mind shift from working with sales. Because sales often they got the game face on, they're going into the meeting and it's either, a big meeting or a big presentation and they've got stuff prepared.
And then they go back to Salesforce and get that information or input that data. With Service Cloud the second that phone rings or the second that incoming chat comes up, now they're in the product, right? And it's hand in hand that, it's like Batman in the Batmobile, right? They've got to have everything together in order to give that customer service the best possible outcome. And so I'd love for you to kind of talk about personas, because I still work through, as an admin we have profiles, we have permission sets. How does personas help me give that next layer of understanding as I'm working with this department?

Purvi Desai: Absolutely. So the percentage that we covered in the session, so there's really four. One of them is admin, so we're not going to really talk about that.

Mike Gerholdt: I mean, we can, it's our favorite subject.

Purvi Desai: Yeah, of course it is. But there's three really personas that we can focus on. And when it comes to a service learning organization and the people that are really using the Service Cloud product, the first one is a case solver. And these are the people who are providing direct customer support and solving escalated cases. Their top activities include logging activities, troubleshooting customer issues, and updating existing customers. And 65% of them are spending about five or more hours a day in Salesforce. So they're spending a lot of time in here and they really need help being as efficient as possible. So tools to increase efficiency and enable collaboration are really going to be key to the case solver's success. So the reason why it's important to understand your persona is because once you can understand what it's like for them to ... Or how they're working and what kinds of things they're working on, you can understand what are the tools that they need to help them be more successful.
So, right. So if we take the case solver for example, it is high volume. They're solving case, after case, after case. So they need to be efficient. They need the deep information right front and center so they can dive right in. If it's scattered information or if they have to go through multiple tabs or multiple systems to find the information that they need, that's going to really slow them down. And it's not going to make a great experience for them. So if you're understanding kind of their what they need to do, that can kind of help you figure out, "Okay, this is the kind of case layout I need for them. I need to make sure that their information is front and center because they need to know that in order to dive into the case and respond as fast as possible."
And then a lot of times these case solvers, need to perform an action. So I think something that a lot of service organizations and businesses in general often times is a use case is providing a refund, right? Or doing a billing issue. So is that refund process readily available for them to go to? Like a quick link that they can do that if that's something that they're doing a lot. Those are the kinds of things that, when you understand the persona, it's helpful for you to figure out what is it that I need to provide to them and really create your requirements list. And then the next is our expert agent. And so expert agents they solve escalated cases. They're really kind of helping those case solvers out. So when the case solver is at a point where, "Okay, I need to escalate this to the next level. This is out of my territory. Or I don't have access to the right information because permissions for example," it's going to go to this expert agents.
So they're solving, they're helping these case solvers get to a resolution. And then they're also creating knowledge articles. So they're the ones who are contributing to that hub that the case solvers are using to help them solve articles. And they're training agents. They're also spending, 66% of them are also spending five hours a day in Salesforce. And they're really supporting other agents by creating and editing knowledge articles and training. So for them it's important to make sure that they have the tools that they need for knowledge readily available. And if you also think about a case being escalated to an expert agent, they need to understand what's already happened on that case. Where do I need to dive in? So that's where things, for example like the case feed that we talked about in the session is really important, because it's going to give you that history of what happened.
So again, the expert agent can jump in and help the case solver right away. When things are not apparent like that and it's just scattered and something's just kind of dropped on your desk, you can understand, like if you don't have the background of the context, it's kind of like, "What do you want me to do with this?" You know what I mean? So that's why those things are really important to understand. The other thing I want to talk about beyond the personas though is also the type of cases that the companies are solving. So like let's take for example a retail industry. They oftentimes have cases that are very quick, right? Like, "Oh, I need to check on my order status. I need to understand, I need to return something." So those interactions last maybe 10 minutes at most, and then they're resolved pretty quickly.
So thinking about a short term and a high volume kind of use case versus a long term where if you can think about like a technology company. And those cases might last a few days, because there's back and forth, there's troubleshooting and having that kind of history. So you also want to think about beyond the personas, also thinking about the type of the use case to really figure out what's the best thing to have there.
So for example for the high volume, while it's important to have the history for the customer, it might not be ... That's more important to understand for a long-term case like, "What are the past cases they've had? Is this a recurring issue? What troubleshooting things have they done in the past?" That's really going to be helpful for those long-term cases to understand what the history is. Whereas for the short term, it's more getting to the crux of that problem right then and there and resolving it [inaudible]. And then the last kind of persona that we talked about is the team leader who is really supervising, managing, and training agents. And for them it's less about the case, but it's more about the reporting. So ensuring that there's a nice view of reports and dashboards and utilizing features like Omni Supervisor to really give them a view into the entire service organization's activity so they can jump in as needed.

Gillian Bruce: I think that personas, no matter what type of Salesforce instance you're administering is super important. As Mike said, it's all about understanding that user experience and which is now SABZA, which is my new favorite term. It's like I used to do a machete motion for SABWA and now this is more like a lightsaber emotion, because there's a Z in, it sounds fancy and advanced. But, Purvi, to your point, understanding those personas and the fact that you've been able to kind of define those very distinct personas going into a Service Cloud implementation I think is very, very helpful. And I'm sure that anyone who's listening who is working on a Service Cloud implementation will be able to get a lot from what you just shared with us. Now, another thing that I know admins go crazy for, and you talked about this also in the TDX presentation is macros. Talk about speeding up that experience. Tell us a little bit more about macros.

Purvi Desai: Sure. So macro is for those that are listening in that aren't aware are basically what they do is they take a bunch of clicks and they automate them into one. So what that means is, for example, let's say every time that you're resolving a case you're sending that same kind of ... Like let's say it's an email case and you're always sending that same kind of email like, "Oh, your case has been resolved." So there's a lot of clicks to get to that, right? First you have to click on the email tab, then you have to apply the email template. Then you have to maybe edit a few things and then you have to send it. So with macros you can automate all of that. So they can, literally your agents can click, one, they can open that macros menu and they could click run, and that's going to be all taken care of for them.
So that's where it's really helpful. Like I mentioned before, time is very much of the essence for service agents. They're measured on the handle time, how long it takes for them to close cases. And that's really going to attribute to the overall customer satisfaction score of the company. So it's really important to help them. Anything, any little thing that you can automate is really, a second saved is so important. So that's really what macros are going to do. Like I said, closing a case is a great use case. Another use case is escalating a case. So if you think about that, let's say there's a case that needs to be escalated to an expert agent. You would need to change the case status to escalated. You would need to add a note in there. There's a couple of things that might need to happen.
A process for example to escalate. You can automate all of that, just again with one click to make it even easier. And even assign it. When you escalate it, you can also create rules that it is going to assign it to another queue, like the expert agent queue for example. So it's going to be automatically routed to the right agent to take that over. So, that's really where macros are great. They can also create tasks automatically. And I do want to tell you that macros are just not a Service Cloud thing, they're a Salesforce thing. They work with Sales Cloud. They work with basically every standard object and custom object. So anything you want to automate across Salesforce, you can use macros for.

Gillian Bruce: It's so awesome. I have to admit that I was watching South Park the other day, because as one does in so shelter in place and they, it was the episode about World of Warcraft, which again, we're talking about nerdy subjects here. And Cartman is talking about how he has all these macros for all the different moves that you can do when you're battling other characters.
And I was like, "See, it's not just a nerdy software thing. It's also a thing for gamers and people who like sick cartoons." So anyway, to bring it home for those who don't quite know what a macro is and haven't really dug into them before. It is an amazing thing. Macros, I literally think I just learned about them a couple of years ago and I set some up on my own computer to do certain things and I'm like, "Oh, this is awesome." So yeah, using them across Salesforce, I mean is just super, super, super cool.

Mike Gerholdt: I have this idea now for a game that we can play at Dreamforce in the admin area, or for a community group, it's take three things and have three different hats and pull something out. Because take like a Salesforce feature, a cloud, and pop culture and put a whole bunch of random stuff in each one, and it's like, "Okay, so imagine you pull out South Park Service Cloud in macros, Gillian, go."

Gillian Bruce: I got it.

Mike Gerholdt: Got it.

Gillian Bruce: I got it.

Mike Gerholdt: No problem. That would be the funnest kind of Mad Libs S game ever.

Gillian Bruce: That's really like that. We need to do that.

Mike Gerholdt: I do like, Purvi that you also added kind of those questions that need to be asked. What needs to happen? What's the information needed? Who needs to be involved and how can I make it all happen with a click? Because I know sitting in a meeting room or being on a call with customer service managers are like, "Well, they should do this and this and this and this and this and this." And you're like, "This is like 10 minutes to close a case and you're mad that it's take the agent two minutes to be on the phone." And so that's where the power of that macro comes in. So, it's warm out, it's warm where I'm at, and it's probably warm where a lot of people are right now. But we have Summer '20 coming out, which has a ton of new features. And I would love to know from your perspective what some of those exciting Summer '20 features are in Service Cloud?

Purvi Desai: Absolutely. So the most exciting feature coming out for Summer '20, and this is really big for us. This is something we announced at Dreamforce '19 is Service Cloud Voice. And what Service Cloud Voice is, is a native integration of intelligent telephony on the Salesforce platform. And this is alongside all the digital channels and CRM data. So, for a long time we didn't have native telephony on Salesforce. We're very much just, our customers were using Partners and we were doing it that way, but now we're actually having it natively integrated. So those of you that use Omni-Channel right now for channels like chat and messaging and email and social, all of your voice calls, if you get Service Cloud Voice is going to now route through Omni.
So that means no matter what channel it is, it's going to be routed all in one place for your agents. And being in the shelter in place kind of quarantine time we're in that's so critical too to have everything in one place, because a lot of people are just working off their laptop like I am. So they don't have a lot of screen space, which is really helpful. This is really going to help agents. Not only is it just, "Okay, now we have voice and it's going through Omni," but it's going to help increase agent productivity by giving agents access to native call controls, voice surfaced with an omni-channel, and then on-call productivity tools.
So all this productivity tools that we talked about, we talked about macros, we talked about flow, we talked about some of those capabilities, Einstein, that's now going to all be available on the voice channel. In addition, it's going to really help out those team leads and supervisors, because they're going to have greater visibility into the contact center. Because not only, before with Omni Supervisor, they would have this bird's eye view and they could see all of the cases that their agents were handling across those channels I mentioned before, email, chat, messaging, all of those things. But now they're going to be able to see voice channels and see what they're handling in real time.
And then with enhanced data collection and visibility into what's going on, they'll have even more analytics, richer analytics to help them with their decision making. And this is really going to help our agents, because it's going to help them focus on the customer rather than writing notes or searching for an answer. Because with this new Service Cloud Voice we have real-time transcription. So now, a lot of times when I actually went to a customer and I was shadowing their agents, and when they're on the phone, they were kind of taking notes, making sure they were capturing things while they were talking to them. They were multitasking. Now this is kind of like, they don't need to do that. Because with real-time voice transcription, all of those things are being captured for them. So they can just focus on that customer and focus on what's happening. So it's really going to help them with admin tasks, which is something we want to get off their plates as well.
And let me tell you why this is really cool and beneficial for admins. This is all going to happen. So the purchase, the setup and the support of Telephony is all going to happen through Salesforce's interface. That means that you're really streamlining your setup. You had just have one place now for all of your channels to set up and manage. And you're going to be able to deliver much richer dashboards and much richer reporting for your supervisors and business leaders. Because the phone call is being captured as data in the service console with the call transcription recording.
So I just want to talk about like what does that mean? So we have voice transcripts, we have data about calls. We have data about messaging interactions. We have data about email, all of those interactions. And then we also have all of that CRM data that's in Salesforce. So now you have every single channel, everything you need, plus CRM data that you can really have some really great insights. And that's why this is so important for businesses and so important for admins to really roll out to their business leaders in their companies.

Mike Gerholdt: Wow. Just as a moment of pause, if you're at this point in the podcast, I am completely cool with you pausing and going back and relistening to that, because I just had to stop taking notes. But what floored me was the real-time voice transcription. I think that's got to be huge for anybody looking to help kind of bring best practices or reportability to their service agents.
One thing I did want to ask you, which as we kind of wrap up, we've talked a lot about Summer '20 features. We talked a lot about personas. We talked a lot about macros and you at the beginning, we asked you about being in marketing and being product management and being definitely on the technical side. You're the perfect intersection of what I feel admins are. I would love to know from your perspective and your learnings here at Salesforce, how you, or any insight you can give admins on when they're putting demos together or kind of your thought process for putting content together. Because I feel like a lot of what you did for TrailheaDX prep, our Salesforce admins will have to turn around and do and do on a daily basis as they showcase new features or build demos. So if you could share any of that, I think it would be tremendously helpful for them.

Purvi Desai: Yeah, absolutely. I think before you start thinking about the demo, the first thing you need to think about is what is the message you want to convey? So the way I kind of start, when I start thinking about the Dreamforce demos, I'm like, "Okay, what are our key messages that we want to get across? And what are those key pain points that our audience is feeling that we want to show how this product is going to help them alleviate?" So that'd be like my recommendation, first align on the pain points you want to address and what are those key messages you want to get across? And then the second thing is, what features am I going to show? What in functionality am I going to show that's going to support my key messages and show how I'm going to ease this pain?
So I would say like that would be step one to figure those things out, and then really get into and start building your story. So when you're building your story, it's like, "Okay, how can I make this as easy to understand as possible?" You don't want to make it too complicated where people are focusing more on the story you're telling and less on the what you're showing them that the product can do. So it's finding that nice balance of like, "What's a story that's easy to understand that is in a way entertaining, relatable, something that they can follow and kind of gets them a bit of an emotional or humorous or some kind of catch there, or hook there, not catch, to get them interested?" But then also keep the focus on that message that you're trying to convey, that pain that you're trying to solve in that product that you're trying to showcase.
So that would be then the next way to create that really that storyboard and make sure that your messages are interwoven and then the features that you decided you wanted to show are supporting all of that. And then create that final product and get into building the demo itself. I think that's sometimes a lot of times that I find people are like, "Okay, let's get into the Oregon, start building things." And it's like, "No, no, no. First thing about your messages, what are your messaging? What is that key thing that you want to get across? How are you going to tell that story?" And then build, you know what I mean?

Gillian Bruce: I think that's super, super helpful, Purvi. I mean, us as a team, we think about doing this all of the time to try and share stories with admins. But I think as Mike pointed out, as an admin it's your job to bring these stories to life and show these features to your teams. So, getting a pro product marketer's expertise and tips on that is very, very helpful. So thank you for sharing.

Mike Gerholdt: That was amazing. I mean, so on point of, I think it rushed so quick to show the demo and the product and what it can do, and you forget that you have to be there and guide your users through a sample experience, but a very relatable one that isn't too distracting. That was incredibly insightful.

Gillian Bruce: Purvi, thank you so much for joining us today. And thank you so much for sharing with us and telling us a little bit about your story and then all of the amazing things that admins can do with Service Cloud now and in the very near future. I have a fun question. So we've all been kind of sheltering in place for a while. What's one of your favorite non-work sheltering in place activities that you've done?

Purvi Desai: My husband and I have been playing cards a lot and we've been playing Monopoly Deal. Have you heard of this game?

Gillian Bruce: No. Tell me more.

Mike Gerholdt: No.

Purvi Desai: Okay.

Mike Gerholdt: Explain.

Purvi Desai: So it's a Monopoly as a card game and basically you have to get the first person to get three, combinations of three, let's say they get Park Place and Boardwalk together, and then they get like three of the yellows and those, they win. And so it's a lot of fun. We've actually upped it to five, but you also can kind of steal properties from people. You can charge them money, so you have to collect money too, and you can bankrupt them, which I do often, that's my strategy. I do it with my husband right away and it works every time. So, that's kind of been a fun thing we do. We watch Netflix and play cards every night, so.

Gillian Bruce: That's great. I love that. I think combining this with kind of the Vin Addala podcast or Vin Dynamic, we're now amassing a really good collection of game ideas for sheltering in place, so this is great.

Mike Gerholdt: I know, [inaudible]. Oh, wow. I'm going to have to try that now. Thanks for sharing that. Purvi, it was great to have you on the podcast. If people want to follow you on Twitter, and I'm sure all the people will follow you on Twitter now, what's your Twitter handle?

Purvi Desai: Sure. It's Purvi, my first name P-U-R-V as in Victor, I 214.

Mike Gerholdt: 214, awesome. Well, thanks so much for being on the podcast, Purvi

Purvi Desai: Thank you so much for having me. It was a pleasure.

Gillian Bruce: Well, I had an amazing time talking to Purvi, learned a ton. For my top three takeaways from our conversation. Number one, use personas. We've talked about this before in a lot of different contexts, but especially if you're looking at a Service Cloud implementation, Purvi did a great job outlining some very specific personas for you to think about as you start to set that up and implement different features. Number two, macros are super cute. So macros are amazing. And yes, I did talk about South Park, but they are incredible, not just for Service Cloud, but across your entire Salesforce instance.
So you can set those up to really reduce the amount of clicks that your users need to do in order to get their job done. And then finally, we got some expert product marketing insights from Purvi about how to prepare a demo. Really think about your main message and then build the story as easy to understand as possible around that. Highly suggest you think about that. As admins we all have to create demos and sell a story and a vision to our users, our stakeholders, our executives. So some great tips from Purvi there.

Mike Gerholdt: And Gillian, did you know where you can go to learn more about all thing Salesforce Admin?

Gillian Bruce: Wait, there's a place I can go to learn more?

Mike Gerholdt: There is, it's In fact, if you go there, you can find resources about demos and did you know videos that help you understand and see things in action. And of course as a reminder, if you love what you hear, be sure to pop on over to iTunes and give us a review. I love reading them. I love sharing them with the team and you can stay up to date with us on social for all things admins. We are @SalesforceAdmns, no I, on Twitter. And of course you can find me on Twitter. I am @MikeGerholdt and Gillian you can be find you on Twitter. That was an awesome way to say that. We're just going to keep that in, because that's funny and I like to laugh at myself. But you are @gilliankbruce.

Gillian Bruce: Sure I am.

Mike Gerholdt: If you ever want to find Gillian on Twitter, I don't know. That's just, that's how that would be. You know what you can do? If you've listened this far in the podcast, tweet out a GIF that explains the ending of this podcast, because I am so looking forward to now. There we go.

Gillian Bruce: Oh, is that going to be some good GIFs?

Mike Gerholdt: I think so. I think so. So with that, stay tuned for our next episode and we'll see you in the cloud.

Direct download: Service_Cloud_with_Purvi_Desai.mp3
Category:general -- posted at: 11:30pm PDT