Tottenham cut 35 systems to one, and identity was the hard part
Tottenham Hotspur consolidated about 35 fan-facing systems onto Salesforce. The harder work is the one Rob Pickering names in passing: identity across touch points.
Salesforce / Product coverage
Service Cloud
Source-linked reporting organized by product, platform, and the topics that connect them.
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Analysis and architecture
Salesforce knowledge an agent can safely answer from
A human reads around a bad knowledge article. An agent answers from it, which turns knowledge quality into an accuracy problem with a blast radius.
The platform admin job when agents do the building
Agents can build the field, the flow and the report. What they cannot do is know why your configuration looks the way it does, or which request to refuse.
The Service Cloud Case decisions you cannot undo later
Record types or separate objects, contacts who exist nowhere, entitlements you may not need. The Case model choices that fix what you can report on for years.
What case deflection actually saves, and what it costs
Deflection metrics count three different outcomes as one success, and automation takes the cheapest cases first. Here is how to measure what you really saved.
The account model you choose now outlives the CRM
Companies replace their CRM every seven to ten years, and the way they decided to represent a customer survives every one of those migrations.
What a blank Service Cloud escalation reason is telling you
A blank escalation reason usually marks a case that skipped its normal owner. Name what the blank means and route it before you make the field required.
Related guides
Salesforce Omni-Channel routing that survives a busy queue
Capacity, priority and presence decide how Omni-Channel behaves at peak. Set them from real numbers, then test with two agents and one saturated queue.