Salesforce Service Cloud

Evaluation of Service Cloud Winter ’15

This week’s report is our evaluation of Salesforce Service Cloud and its collection of tightly integrated but variously packaged and priced features and add-on products—Service Cloud, itself, for case management and contact center support, Salesforce Knowledge for knowledge management, Live Agent for chat, Social Studio for social customer service, and Salesforce Communities for communities and for customer self-service. 817 more words

Customer Service

Delivering development through case studies

(picture: from @andyR_AGI twitter feed)

I just came from a two-day meeting in Berlin launching the “Global Delivery Initiative” which is being spearheaded by the World Bank and the German technical cooperation agency GIZ. 1,530 more words

Knowledge Management

The benefits of integrating customer service with the back office

Back office activities may be unglamorous, but they are vital. Whether ensuring that customers receive the right paperwork, taking payments, making amendments to accounts or organising the dispatch of products, failures lead to frustrated and angry customers, and additional strain on the contact centre. 576 more words

Customer Service

Love the One you're with (on using official software)

I think we have gotten quite used to assuming that our organizations will not provide the latest technology tools we need to do our jobs, and so if we want to get things done we will have to download or use free or even paid consumer software, even though this is officially frowned upon. 1,232 more words

Knowledge Management

Where does your knowledge go when you leave?

One thing organizations are not good about is figuring out how to retain or reuse knowledge of staff who leave the organization, whether through retirement or leaving for a job in another organization. 1,305 more words

Knowledge Management

Kindling knowledge exchange without bandwidth: An interview with Peace Corps volunteer Ryan King

I enjoyed the opportunity to practice my on-camera interview skills for the latest entry in the Agrilinks “KM Insights” video series. (Two lessons learned: curb the instinct to blink, and don’t wear orange pants!) Watch the video below to get the scoop on Peace Corps Ethiopia’s strategies for supplying its volunteers with the information they need to run agricultural projects. 363 more words


Social is here; but it's unevenly distributed

This is my second #KMWorld blog post, many less than I’d hoped to have written by now!

One of the recurring topics across the sessions so far has been the potential and the challenges of creating a networked organization through enterprise social tools (such as Yammer, Jive, Connections or Teamworks). 1,039 more words

Knowledge Management