In late August, a vulnerability in our Metabase analytics tool led to a data breach. We’ll review the facts, the steps we took, and what we learned from the incident.
Preparing Customer Service for the Holidays with a Reduced Staff: What to Automate, What to Handle First, What to Escalate, and When to Ask Customers to Wait Before, During, and After the Holidays.
Support information already exists in the FAQs, as well as in thousands of resolved tickets. The challenge is no longer just to write it down; it’s about finding the right source at the right time.
Salesforce's acquisition of Fin provides an opportunity to take stock. Public facts, a simple framework for deciding whether to migrate, and criteria for evaluating alternatives for your tickets.
Salesforce Einstein and Agentforce are part of the CRM system. Klark integrates with Salesforce to assist agents, without turning a support request into a CRM project.
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