“I can’t create a quote.”
That was the whole message. A sales rep sent it on Slack to the person who owned the Salesforce org. In this case, the head of RevOps. A customer was waiting on that quote. Revenue was blocked.
The rep was the first to know something was wrong. The RevOps leader was second.
To be aware
It came to me next. Not to fix it. Awareness only.
I asked the question I always ask first. Is everyone blocked or just this user?
Then the one I always ask next. Did something change since yesterday?
The RevOps leader said, “I’ll have to see.”
So I waited. I asked if anyone else was running into it. I waited again.
Every org gets this message
This isn’t one rep or one quote. Every company that runs on Salesforce gets a message like it. A rep can’t create a quote. A case won’t route. A screen that worked last week doesn’t.
It goes to the person who owns the org. Then it goes up, to be aware.
The owner gets asked why first. The owner has what everyone else has. A Slack message.
I’ll have to see
Usually something did change. Not yesterday. Sometime in the last week. An admin or a developer shipped it. Nobody had executed the use case since. The rep was the first.
So the owner goes back through the week. Who changed what? When? Whether any of it touches quotes?
It can be anywhere from an hour to two weeks. It depends on how widespread it is. How many people are complaining? Whether there’s a workaround. Whether they keep complaining.
The owner knows the org better than anyone in the building. The owner still has to go and see.
Since yesterday
I still ask if something has changed since yesterday. I still hear “I’ll have to see.”
For teams whose org owner finds out from a rep on Slack. Kosmos offers a complimentary Investigation Cost Audit. Forty-five minutes. We look at how many systems and people each issue touched, and who could see what. You leave with a one-page scorecard.