Hi Chuck,
I don't disagree with you at all. What I'm
speaking about in the post is that
salesforce.com embraced the capability that
incorporates customer service knowledge created
by the customer, rather than discarded it. But
this isn't a post on knowledge management. I'll
be doing a webinar for salesforce.com on
knowledge management in January and among the
themes will be that community knowledge still
needs facilitation from experts because experts
know more than a customer when it comes to
answer. The problem has been as much the
quality of the tools - even more than the
quality of the content.
So, I don't think I'm wrong in the context of
what I'm talking about. However, I do agree
with you about the two elements working in
harmony as a priority for effective service
problem solving.
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