target

The Case for a Single Org Environment

susiekokoska Blog

With the prevalence of Salesforce in the marketplace, more and more companies are finding themselves operating multiple instances of Salesforce, whether through mergers and acquisitions or because different departments or business units rolled out unique instances due to the ease and speed of implementation. While circumstances may dictate the need to maintain multiple organizations due to requirements such as security, …

teamwork

From “Heroes” To “Zeroes” With Knowledge-Centered Support

isaaclewis1 Blog

Since 1992, Knowledge-Centered Support (KCS) has gained momentum as a best-practice to increase the efficiency and effectiveness of customer service. No doubt its growth comes from the report of 60% decreases in resolution time, 50% increases in first contact resolution, and other astounding results claimed by KCS-driven organizations. Many good articles and presentations discuss these outcomes, so I will not …

woman trying to build furniture

DIY: Resourceful or Destructive?

erinzimmerman Blog

“I can do it myself.” Our first words were most likely “mama” or “dada,” but this statement probably came third. The evolution of this declaration was with us when we were 4 learning how to tie our shoes, only to create an undoable knot; when we were 16 learning to drive only to explain how a parked car came out …