“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 […]
Support has the case. The customer wrote down what is wrong in their own words. It sits open. Support tries a few things. None of them cut it. The customer gets frustrated. At a software company that is when the CSM gets it. Not because anyone decided the CSM should have it. Because the customer […]
Two weeks ago I wrote that I was going to Dreamforce to count. I had one question, about the day a team knew why something broke. I was going to ask it, stop talking, and write down what I heard. I did not count anything. I never got to my question. Most conversations went to […]
New integration lets teams review evidence, confirm or dismiss risk events, and track root cause analysis directly in Slack CHICAGO — Sept. 14, 2026 — Kosmos, The AI Escalation Platform focused on ending escalation chaos, today announced a new Slack integration that brings its risk event workflow directly into the channels where support and engineering […]
It’s the first week of September, and my calendar looks like a losing game of Tetris. Half-day camp until noon, dance at 1:00, swim team by 4:00, and somewhere in the gaps I’m supposed to be getting actual work done. There just aren’t many camps still running this late in the summer, so I’m stitching […]
Ask an ops leader to walk you through their stack. They’ll do it without notes. Salesforce for the cases. Jira for the work. GitHub for the code. ServiceNow for the changes. A monitoring platform or two. Every one of them is named, licensed, owned, and renewed. Then ask a different question. When a case spike […]
Dreamforce is three weeks out. I’ve been reading the session catalog the way I read most agendas now: looking for one specific conversation. I can’t find it. Here’s what I found instead. Agents. Wall to wall. Agents that book meetings. Agents that close cases. Agents that draft replies, route tickets, update records, kick off workflows. […]
I’ll be at Dreamforce next month. Moscone, three days, the usual. I’m not going just for the keynotes. I am excited about them I’m going for one kind of conversation. The kind you can only have in person, with someone who owns support or operations and has had a quarter they still can’t fully explain. […]
The tool stopped working for one customer. Just one. Support checked the usual thing first: was this a known issue. It wasn’t. No other account was seeing it. No spike on the status page. No open incident. Whatever this was, it lived entirely inside one customer’s account, and nobody on the support side had seen […]
An integration change went in. Scoped, reviewed, approved. Promoted in the window it was supposed to go in. ServiceNow has the record; who asked for it, who signed off, what it touched, when it landed. Everything in that record is correct. Four days later, tickets. Not a flood. Five, six. Different accounts. A field that […]