Tag Archives: Knowledge

Salesforce delivers Unified Knowledge to service agents

Salesforce adds information from third-party systems to Service Cloud in addition to the data available in Data Cloud. Kim Davis on May 6, 2024     Salesforce announced a new source of intelligence for service agents, Unified Knowledge. The solution aggregates information from third-party sources and makes it available in Salesforce, complementing the customer data … Continue reading Salesforce delivers Unified Knowledge to service agents

How ‘the curse of knowledge’ may be hurting your business and what to do about it

It’s easy to assume that everyone else knows what you know. Here are some examples of where this bias can crop up and how to deal with it. Greg Krehbiel on December 29, 2022 “The curse of knowledge” is a cognitive bias that occurs when you understand something and then assume everyone else understands it … Continue reading How ‘the curse of knowledge’ may be hurting your business and what to do about it

Harvard study: Knowledge workers can’t stop reading and replying to emails while they drive

By Clint Rainey   July 22, 2022   Ninety-five percent of Americans call distracted driving “extremely dangerous,” and federal campaigns to stop activities like texting behind the wheel (“U text. U drive. U pay.”) have been carried out by federal agencies as varied as the National Highway Traffic Safety Administration (NHTSA), the Federal Communications Commission … Continue reading Harvard study: Knowledge workers can’t stop reading and replying to emails while they drive

Knowledge management for content marketers: My tech stack

How to deal with the modern deluge of information and tap into it when you need it. Pamela Parker on April 29, 2022   While I’m not technically a content marketer, the workflows I’ve developed as a journalist and researcher can benefit anyone creating content in our diverse, information-rich environment. In this article, I’ll explain … Continue reading Knowledge management for content marketers: My tech stack