Using Knowledge Management in Your Contact Center

Contact centers traditionally hold a reputation for being an organization’s “catch all,” receiving customer contacts that range from inquiries to requests to complaints.  Contact centers receive not only all types of customer contacts but must also support all departments within an organization, from product, to marketing, to logistics to billing. The wide variety of contacts and the...

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How to Create a Copy of a Production Instance in Dynamics CRM Online

Many of our clients have recently expressed the need to update their Sandbox instance to match the data in their Production instance.  Having the same data represented in both environments and in sync is crucial to consultants, developers, and clients alike.  Working in our client’s production instances is typically not a best practice, so we often design and test in sandbox before moving into...

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Identity and Access Management – The Cart or The Horse?

In my experiences with identity and access management (IAM) projects, there is always a moment when you begin having a “Are we putting the cart before the horse?” conversation.  This is particularly the case when you are, in parallel, having a conversation about how to “enable” IAM in the environment by either redesigning your current implementation of Windows Server Active Directory, creating...

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Magic is in the Details: Execute your Next System Implementation like a Romantic Dinner Date

A poorly planned system implementation frequently results in conflicting expectations, unsatisfactory results, and an ever changing timeline due to ignoring the details. If you approach a system implementation like you would a dinner date, you will find you are better prepared and able to meet (and hopefully even exceed) stakeholders’ expectations.…

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Negotiation is as Simple as Signing a Contract, Right?

A software selection process can be intimidating, time consuming, and frustrating.  Where do you start?  What are the rules of engagement?  What if the software vendor isn’t responding in a timely manner?  What if there isn’t internal alignment between IT and the business?  These are just some of the questions that are likely to arise during a software selection process.…

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Extending Microsoft Dynamics CRM 2011: Build Attachment Download URL Links with JQuery

Recently, at a client engagement, I was tasked with building a custom CRM Web Resource that would allow users to download/open documents via a URL link and to view additional metadata about the document. The problem, that was being solved, was the business wanted to see a list of documents in one place that were found in 2 different custom entity types.…

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Fax? Isn’t that technology extinct?

For years, I have been hearing this from everyone around me. Business and IT organizations saw the predictions that faxing would die (almost instantly when email gained popularity) and most companies did not invest in a dying technology. Why would they? A few years ago, in the early 2000s, I worked for a corporate Fortune 50 IT organization that was not investing in the technology despite the...

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How Business and IT Benefit From A Network Monitoring System

Network Monitoring Systems (NMS) are powerful platforms that can deliver monitoring services at many levels if implemented correctly – potentially providing a competitive edge. IT and business leadership often expect to get some sort of silver-bullet when implementing these platforms that will enable uninterrupted service and performance to its end users and customers, alike.…

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Project Siena – A Hidden Gem of Ignite

Project Siena – A Hidden Gem of Ignite

Often in life, the things we enter into with no expectations turn out to be the most interesting. Such was my experience with Project Siena. During Microsoft Ignite 2015, my colleagues and I attended a session on Project Siena because our initial seminar choice was full. I entered the seminar having never even heard of Project Siena; I left inspired and very impressed.…

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Salesforce Version Control: It’s a Challenge

Version control, for most developers, is an absolute must in any professional setting. Many developers would say as much for any development scenario, professional or otherwise. However, in the face of budgets, deadlines, learning curves, and just plain laziness, it’s tempting to forgo the effort for “more productive” efforts like the coding itself.…

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222 W. Adams
Chicago, IL 60606
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