I've had a couple of customers that implemented the salesforce.com Customer Service & Support application, but couldn't be convinced to decommission their old support system because they wanted to keep using their existing Knowledge Base. Salesforce.com's acquisition of InStranet is great news and should resolve this objection. The InStranet Knowledge Base has an outstanding reputation and I'm thrilled that the salesforce.com Customer Service & Support story continues to improve.
Tuesday, August 19, 2008
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